BTVASS - Unit4

Business Transformation:
Phase 4
Technology Module
Business Transformation Workshop
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Business Transformation:
An Architectural Approach

Unit 4: The Business Relevancy of Collaboration

Unit 4 Opener
Complete this sentence: Cisco’s Enterprise Collaboration

Platform is called __________ ?

Unit Objectives
After completing this unit, you will be able to:

1. Describe the business capabilities enabled by the Cisco Collaboration
architecture
2. Describe the business value enabled by the Cisco Collaboration architecture
in the following terms:
 In general
 By customer stakeholder group
 For selected verticals
 For small and medium businesses
3. Identify the logical components and the solutions stack for the set of
common services within the architecture framework

Unit 4 Agenda

Enterprise Collaboration Platform: Quad
Integrated Experience
Personal Dashboard Video
Social Tagging UC- Enabled Browse
Click to: Call, IM,

Directory Profile
Meet
People, Communities,
Information, Search
Blogs, Wikis, Forums
Content Community Team

Management Space
Content and Security Micro-Blogging

Enterprise Collaboration Platform: Quad (cont.)
Click to Instant Initiate WebEx from

Message Within IM
Video Blogging with
Click to Call
UC Quality
Browser Based
Click to Meeting
Softphone
Drag Users into Integrated with
Instant Meeting Endpoints
UC Enabled Hover Internal/External
Cards Micro-Blogging

Social Video: Cisco Show and Share
• Video • User generated

collaboration content and
and sharing social media
features
Increased
Video
communication
Democratization
and collaboration
Grow
relationships Reduce
with employees, time spent
partners, in meetings
customers,
• Live events students • Secure
and business
TelePresence workflows and
playback reporting

Cisco Collaboration:
Intersession Assignment Review

Discussion: Business Trends
 What are the business trends driving the need for

Collaboration?

Key Future Trends
Global value chain
Consumerization
Information overload
Worker mobility

The Relevancy of Collaboration

Collaboration Architecture Activity: How Familiar
Are You with Each of the Applications?
Component Experience
Expert Some
IP communications
Mobile applications
Customer care
TelePresence
Conferencing
Messaging
Enterprise social software

Cisco Unified Communications and Collaboration
Platform: Enterprise Collaboration
Virtualization Speech Presence Mobility Policy Video
Contact Rich Media E-mail/

Clients Mobile UC
Center Conferencing IM
Unified Policy/ Collaborative

Video Voice
Messaging Identity Team Space
The Convergence of All Forms of Business Communications

Cisco Unified Communications and Collaboration
Platform: Cisco Solutions
Virtualization Speech Presence Mobility Policy Video
Unified
Cisco Unified IP phones Meeting
Mobility; E-mail
Contact Center Unified Clients Place WebEx CUMC
Network as the Platform
Cisco Cisco Unified Cisco Enterprise WebEx

Unity Communications
TelePresence Policy Manager Connect
Manager

The Relevancy of Collaboration:
Collaboration Needs of Key Groups

Key Group Needs: Management
Managers have many needs for efficient collaboration:

 Cisco Meeting Place
 Cisco Unified Video Conferencing
 Cisco TelePresence
 Cisco Unified Communications
 Cisco Mobile

Key Group Needs: General Knowledge Worker
Knowledge workers depend on gaining and sharing information, and collaborating

with others:
 Cisco Show and Share
 Quad
 WebEx Connect
 WebEx IM Client
 Cisco Meeting Place

Key Group Needs: Mobile Worker
These roles do not have direct access to coworkers, but need to engage with
them regularly and on various communication channels:
 Cisco Mobile
 Cisco Unified Personal Communicator
 Cisco Video Conferencing

Key Group Needs: Contact Center Agent
People working in Customer Care often
are embedded in Contact Centers, which
creates a specific demand on
collaboration:
 Cisco Unified Contact Center
Enterprise
 Cisco Unified Contact Center
 Cisco Enterprise Social Software

Collaboration Relevancy
• Business Stakeholders • Education • Small to Medium

• Technical Stakeholders • Retail • Enterprise
• Financial Services
• Government
• Healthcare
• Manufacturing
• Professional Services
Customer
Verticals Market Size
Stakeholders

Cisco Unified Communications Benefits
Expert Cost Paths for

guidance reductions growth
Ease of Increased New and

implementation productivity proven
and security applications

Collaboration and Business Stakeholders

Discuss Financial-Based Business Needs
 CFOs
 Finance Managers
 Business Directors In general:
Lower operational costs
+ Create new revenue streams
Value creation and a high business ROI

Matching Needs to Solution
How will. . . ..help you to:

 Cisco Unified Communication  Reduce overall costs?
 Enterprise Social Software  Improve business efficiency?
 Messaging Services  Enhance operational quality?
 Contact Center  Improve innovation and
shorter go-to-market time?
 Mobile Applications
 Increase customer contacts
 Conferencing
and productivity in sales?
 TelePresence

Collaboration and Technical Stakeholders

Technical Stakeholder Interests
 Leadership in open standards

 Flexibility to integrate with a
wide range of clients, devices,
and applications
 Phased migration from legacy
PBX to Cisco Unified
Communications

Cisco Differentiators and Advantages
 Simplicity
 Protocol flexibility
 Call state maintenance
 Web 2.0 interfaces
 Business-to-business flexibility
 End-to-end solution
 Security

Customer Stakeholders

The Business Value of Collaboration
Reduced For example: Lower transaction cost, reduction in travel,

Cost elimination of the number of cycles, waste reduction
For example: Better decision making, reduction in product

Quality
defects, enhanced customer experience
Business Value
For example: Reduction in cycle time, accelerated go-to-
Speed
market timeline, rapid concept commit to production
Business For example: Accelerated rate of innovation, flexible

Agility capacity deployment

Stakeholders Interests in Collaboration
CEO CFO CIO CHRO COO Sales Marketing

Reduce Cost
Quality
Speed
Business Agility

Discussion: Role of the Customer
 What is important to my customer?

 Telecommunications Manager
 Financial Manager
 Operations Manager
 IT Manager
 Desktop Applications Manager
 HR Manager
 Marketing Manager

Debrief: Role of the Customer
What is important to my customer?
“I’m struggling with “My key goals are “It’is a challenge to shorten “I’m addressing
changing requirements for lowering operational costs time and increase the quality markets, and I need
communication: the and enhancing flexibility of operational processes in a tools for enhancing
business demands more and change processes. globalized company. As more communication and
collaboration and video But overall, I work hard to and more of our processes collaboration with
communication because increase the efficiency and become virtual, are there customers and partners
people work in virtual teams productivity of our tools that enforce to achieve a
across the world and are operations.” collaboration and seamless competitive
fairly mobile.” communication?” advantage.”
Telecoms Manager Financial Manager Operations Manager Marketing Manager

Verticals

Vertical-Specific Business Issues Addressed by
Collaboration
Retail Healthcare

Vertical-Specific Solutions: Retail
• BBC, a large and rapidly growing consumer electronics retailer in the

Netherlands, received post-purchase calls from customers at all of its
Current State 50 stores. Sales people had to interrupt face-to-face conversations
with customers to take calls and often had to transfer the caller outside
the PBX.
• Provide excellent customer contact experience

Business • Free up salespeople to help customers
Drivers • Minimize costs

Vertical-Specific Solutions: Retail (cont.)
Solution
Results

Vertical-Specific Solutions: Retail (cont.)
• Adopted Cisco Unified Communications

Solution • Installed Cisco Unified Contact Center Enterprise
• Reduced calls to stores by 80%

Results • Improved in-store service to customers
• Simplified internal collaboration

Vertical-Specific Business Issues Addressed by
Collaboration
Retail Healthcare

Vertical-Specific Solutions: Health Care
• Molina Healthcare, headquartered in California, operates in 10

Current State states delivering health care services to 2,700 members under
government contract.
Business • Make multistate collaboration more efficient.

Drivers • Reduce travel time and cost.

Vertical-Specific Solutions: Health Care (cont.)
Solution
Results

• Installed 40 units of TelePresence in 15 locations

Solution • Adopted Cisco Meeting Place for IT use
• Installed other Unified Communications tools
Results • Achieved a significant reduction in travel time and expense.

Let’s take a look a closer look at Molina Healthcare.

Discussion: Customer Stories
 How have you seen your customers use Collaboration to

improve capabilities?

Horizontal Markets

Small and Medium Business Case Study
• Skye Cosmetic Dental Center, a family practice, offers a full

Current State range of dental services while showcasing the best in modern
dental care.
• Boost productivity and streamline operations while delivering

Business superior patient service.
Drivers • Keep an eye on the front office at all times.

Small and Medium Business Case Study (cont.)
Solution
Results

Small and Medium Business Case Study (cont.)
• End-to-end solution supports all voice, video, and data

Solution communications in a single network
• Video surveillance and data storage solution provides peace of

mind.
Results • Enhanced patient experience by streaming educational and
entertainment video programming.

Enterprise Case Study
• Thiess, with 15,000 employees, is one of Australia’s largest

construction, mining, and services contractors. Headquartered
Current State in Brisbane, Queensland, Australia, Thiess contracts
throughout Australia, New Zealand, and Indonesia.
• Increase speed of communications about proposals with global

Business partners
Drivers • Enhance productivity
• Quickly establish communications in temporary field offices

Enterprise Case Study (cont.)
Solution
Results

Enterprise Case Study (cont.)
• Upgraded to Cisco UC Manager 7.0

Solution • Deployed Cisco Unified Presence 7.0 to exchange presence
information and IM with partners
• Gained a competitive advantage for bidding on jobs

Results • Increased ease of reaching mobile coworkers
• Simplified management

Conclusion

Review
Q&A
What questions do you have?

Learning Check
1. There are many solutions for business owners to improve

individual business needs. Which of the choices would best
help a business owner? (Choose two.)
a. Cisco Unified Video Advantage
b. ARC Express Attendant Console
c. Cisco Unified Meeting Place Express
d. Berbee InformaCast

Learning Check
1. There are many solutions for business owners to improve

individual business needs. Which of the choices would best
help a business owner? (Choose two.)
a. Cisco Unified Video Advantage
b. ARC Express Attendant Console
c. Cisco Unified Meeting Place Express
d. Berbee InformaCast

Learning Check
2. Name two business trends that are driving the need for
collaboration? Chat your answers.

Learning Check
2. Name two business trends that are driving the need for
collaboration? Chat your answers.
Possible answers include:
• IT consumerization
• Information overload
• Global value chain
• Worker mobility

Learning Check
3. Fill in the blank: TelePresence can be immersive, multi-

purpose, or _______.
4. True or false: WebEx can be deployed as an IT support

solution.

Learning Check
3. Fill in the blank: TelePresence can be immersive, multi-

purpose, or _______.
Answer: Personal
4. True or false: WebEx can be deployed as an IT support

solution.
Answer: True

What’s Next?
Virtualization and Data Center

Unit 1: Introduction
Intersession Assignment
Unit 5: The Business Relevancy of

Unit 2: Cisco Enterprise Architecture
Virtualization and Data Center
Borderless Networks Unit 6: Enabling the Technical

Intersession Assignment Architect
Unit 3: The Business Relevancy of Unit 7: Preparing to Gain

Borderless Networks Commitment
Collaboration Unit 8: Team Business Case

Intersession Assignment Presentations
Unit 4:The Business Relevancy of

Unit 9: Conclusion
Collaboration

Intersession Assignment
 Access the portal and complete the intersession assignment

for Virtualization and Data Center.

Thank you for participating in Unit 4.

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Business Transformation:

Copyright ©2011 and Distribution Rights Held by Global

This courseware may contain trademarks, copyrights and other

© 2011 Global Knowledge Training LLC. All rights reserved.

© 2011 Global Knowledge Training LLC. All rights reserved.

© 2011 Global Knowledge Training LLC. All rights reserved.

Complete this sentence: Cisco’s Enterprise Collaboration

© 2011 Global Knowledge Training LLC. All rights reserved.

After completing this unit, you will be able to:

© 2011 Global Knowledge Training LLC. All rights reserved.

© 2011 Global Knowledge Training LLC. All rights reserved.

Social Tagging UC- Enabled Browse

Click to: Call, IM,

Content Community Team

Content and Security Micro-Blogging

© 2011 Global Knowledge Training LLC. All rights reserved.

Click to Instant Initiate WebEx from

© 2011 Global Knowledge Training LLC. All rights reserved.

• Video • User generated

© 2011 Global Knowledge Training LLC. All rights reserved.

© 2011 Global Knowledge Training LLC. All rights reserved.

 What are the business trends driving the need for

© 2011 Global Knowledge Training LLC. All rights reserved.

Global value chain

© 2011 Global Knowledge Training LLC. All rights reserved.

© 2011 Global Knowledge Training LLC. All rights reserved.

Enterprise social software

© 2011 Global Knowledge Training LLC. All rights reserved.

Virtualization Speech Presence Mobility Policy Video

Contact Rich Media E-mail/

Unified Policy/ Collaborative

The Convergence of All Forms of Business Communications

Virtualization Speech Presence Mobility Policy Video

Network as the Platform

Cisco Cisco Unified Cisco Enterprise WebEx

© 2011 Global Knowledge Training LLC. All rights reserved.

© 2011 Global Knowledge Training LLC. All rights reserved.

Managers have many needs for efficient collaboration:

© 2011 Global Knowledge Training LLC. All rights reserved.

Knowledge workers depend on gaining and sharing information, and collaborating

© 2011 Global Knowledge Training LLC. All rights reserved.

© 2011 Global Knowledge Training LLC. All rights reserved.

© 2011 Global Knowledge Training LLC. All rights reserved.

• Business Stakeholders • Education • Small to Medium

© 2011 Global Knowledge Training LLC. All rights reserved.

Expert Cost Paths for

Ease of Increased New and

© 2011 Global Knowledge Training LLC. All rights reserved.

© 2011 Global Knowledge Training LLC. All rights reserved.

© 2011 Global Knowledge Training LLC. All rights reserved.

How will. . . ..help you to:

© 2011 Global Knowledge Training LLC. All rights reserved.

© 2011 Global Knowledge Training LLC. All rights reserved.

 Leadership in open standards

© 2011 Global Knowledge Training LLC. All rights reserved.

© 2011 Global Knowledge Training LLC. All rights reserved.

© 2011 Global Knowledge Training LLC. All rights reserved.

Reduced For example: Lower transaction cost, reduction in travel,

For example: Better decision making, reduction in product

Business For example: Accelerated rate of innovation, flexible