More intuitive way to work: Advanced Meetings · MPP Firmware* - Supported on BroadSoft and...
Transcript of More intuitive way to work: Advanced Meetings · MPP Firmware* - Supported on BroadSoft and...
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – subject to NDA
More intuitive way to work:
Advanced Meetings
Christian Raahave
October 2018
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – subject to NDA
Safe Harbor Statement
This presentation contains “forward-looking” statements
that involve risks, uncertainties and assumptions. If the risks
or uncertainties ever materialize or the assumptions prove
incorrect, our results may differ materially from those
expressed or implied by such forward-looking statements. All
statements other than statements of historical fact could be
deemed forward-looking, including, but not limited to, any
projections of financial information; any statements about
historical results that may suggest trends for
our business; any statements of the plans, strategies,
and objectives of management for future operations; any
statements of expectation or belief regarding future events,
technology developments, or enforceability of our intellectual
property rights; and any statements of assumptions
underlying any of the foregoing.
These statements are based on estimates and
information available to us at the time of this presentation and
are not guarantees of future performance. Actual results
could differ materially from our current expectations as a
results of many factors, including but not limited to:
the unpredictable nature of our rapidly evolving market
and quarterly fluctuations in our business; the effects of
competition; and any adverse changes in our indirect channel
relationships. These and other risks and uncertainties
associated with our business are described
in the company’s annual report on Form 10-K. The forward-
looking statements in this presentation are made as of the
date of the initial publication of this presentation, and we
disclaim any obligation to update these statements at
any time in the future.
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – subject to NDA
Work Intuitive: Better Meetings
Human
Adaptive
& intelligent
Connected
Human: See everyone face to face for full participation
& engagement
Human: Easy and intuitive to get
started with one button to push
Connected: Work happens where
ever you are, optimized for mobile
Adaptive & Intelligent: Smart meeting
solutions adapt to your needs
Delivered over a flexible platform for a path to the future of work
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – subject to NDA
Cisco Webex Global BackboneThe Only Cloud Service Built and Optimized for Real-time Media
Purpose built for real-time, intelligent,
globally distributed meetings
End-to-end controlled and monitored by Cisco
Up to 20G links and customized
hardware for security and edge traversal
End-to-end Cisco network & security capabilities
Attendees join via the closest data center
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Updated Room PortfolioIntelligent Technology Foundation + Consistent UX
NEW
Cisco Spark Board 70
Cisco Room 70D G2
$79,900 List
September
CE 9.4 / Room OS
Cisco Room 70S G2
$55,900 List
September
CE 9.4 / Room OS
Cisco Room 55D
$44,900 List
September
CE 9.4 / Room OS
Cisco Room 55
$23,900
NEW NEW NEW
Cisco Room Kit
Plus
$17,900 List
Cisco Room Kit
$11,900 List
Cisco SX10
$3,900 List
NEW NEW
Room Kit Pro
$29,900 List
August
CE 9.4 / Room OS
NEW NEW NEW
NEW
* Prices are US GPL
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Meetings – pain points
Invitation ”Join” process
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Universal Way to MeetNov
2018
Same experience for any Cisco meeting deployment on-prem or cloud based
Simplify scheduling with @Meet
November
2018
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – subject to NDA
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – subject to NDA
Universal Way to Join
Same experience for any Cisco meeting deployment on-prem or cloud based
Intuitive experiences make the evolution to the cloud seamless
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – subject to NDA
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – subject to NDA
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – subject to NDA
The New Webex Meetings Experience 45%
adoption of
the latest
release
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – subject to NDA
More functionality,
Same cost, or less
Customize more meeting
experiences
Intelligent views, smarter spaces
Better Engagement for Every MeetingMore Powerful Meeting Devices for More Spaces
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Short Video Endpoint update
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Introducing the Most Powerful Video Codec For Customized and Very Large Meeting Spaces
Cisco Webex Room Kit Pro
Available
Now
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4K input and output resolution
Cisco Webex Room Kit ProNext Generation Integrator Solution
50% more inputs/outputs AI/ML capabilities
Next
Gen
SX80
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Cisco Webex Room 70 G2Powers Large Meeting Spaces
More
Power,
Same
Price
September
2018
Simple &
Intuitive
Room Kit
Pro Codec
AI features for
smarter rooms
More room
layout options Up to 14
people
Replaces MX800
and Room 70
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Cisco Webex Room 55 DualMaximize Medium Room Spaces
More
Power,
20%
lower list
price
Simple and
intuitive 4K Video input/output AI features for
smarter roomsNext Gen MX700
Up to 10
people
Intelligent Views
Quad Camera
September
2018
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Making Creative Workflow Even Better Enhancements to Webex Board
Capture
ideas
Familiar
ways to
create
Include everyone
on the extended
team
OBTP dialing
Pinch & Zoom Extend whiteboard
canvas – unlimited
creativity
OBTP Simplicity
Hybrid phone books
Stickie's
Undo
Simple &
Intuitive
November
2018
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Webex Share Industrial Design
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• Simple user experience with automatic pairing and one-click to share
• Share a specific application or your whole screen
• Enable virtual team members to see what’s being shared*
• Keep work moving forward anytime, anywhere in secure Cisco Webex Teams spaces
Webex ShareQuickly enable every corner of your business for collaboration
*GA-only feature
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• Simple and affordable
• Priced for every huddle space
• Scalable to every corner of your business
• Consistent experience
• Unified user experience across all rooms with Webex devices
• Built for enterprise
• Enjoy single-pane-of-glass management and analytics
• Manage securely at scale
• Integrate enterprise calendar to enable reservations and to view upcoming events
Webex ShareDelivering expanded productivity for Webex customers
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Better Meetings from the Cloud
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Empowering Customer Evolution to Cloud Journey
Enhanced meeting experiences
Cloud First, Not Cloud Only
Consistent meeting experienceOptimized network edge
New smart meeting devices
Expanded meeting experiences
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – subject to NDA
The Cloud Meeting Landscape Today
PSTN
Public Internet
50%
37%
10+years
$$$$
Wainhouse State of UC report 2018
Forrester Research 2018
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – subject to NDA
The Cloud Meeting Landscape Today…Yet
PSTN
Public Internet
2/3 3 out of 5
Source: Wainhouse State of UC report 2018, Cisco
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Webex Edge Video MeshOn-premises Video Quality and Bandwidth Savings
Webex Edge Video Mesh
• Automatic overflow if local capacity is full / unavailable
• Software extends cloud to the premises. Media stays
local for on-premises attendees
• Cloud simple: managed by & registered to Webex cloudlocal media
kept local
Video
Mesh Node
local media
kept local
Video Mesh
Node
local media
kept local
Video Mesh
Node
Available
Now
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Webex Edge AudioIntelligent Audio Routing
Cisco Unified
Communications
Manager
• Applicable to any size business
• Intelligent audio routing: integrating Webex with Unified CM
• Creates end-to-end VoIP path for Unified CM registered devices
(callback and dial-in)
• Uses company’s own PSTN for any other device (callback only)
• No SIP trunks, no direct peering arrangements or additional
traversal elements required
• Geo-country code configurable
• Included in Collaboration Flex Plan – no extra charge. No port
charges on Expressway
• Supports Webex Meetings, Events, Training
Customers save as much as 20%No user training, no change in user behavior, easy for IT
October 2018
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Integrated with the Tools You Use Most
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Compat
Building Bridges, Not Islands
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Webex + Productivity Tools
Bringing users one, seamless integrated experience
Join/start
meetings from
MSFT Teams
O365
CalendarSfB enhanced
sharing interop(October)
OneDrive &
SharePoint(December)
Embedded
meetings in
MSFT Teams UI(CY19)
Collaborate in
documents(CY19)
The best of both worlds
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Webex Meetings with Microsoft Teams Preview
CY19
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New: Google Calendar Native UI integration with Cisco Webex Meetings
• Simple G-Suite admin setup, or per user basis
• No user downloads, plug-ins or extensions required
• Consistent experience on any browser, mobile or android device
• One click to start or join
Add Webex Hybrid Service for One- Button-to-Join from any Cisco Webex Video Device
*Expected Google release date
Early
September
2018*
The Future of Calling
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Voice calling is THE essential tool
71%of knowledge
workers call from
phones often
65% prefer to take
business calls on
a desk phone
91%agree phone calls
remain an important
communication mode
Sources: National Statistics Council,
Ovum, Interaction Associates
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – subject to NDA
All the industry-leading telephony
and UC features you have from Cisco today
Cisco Calling vision
Unequalled mobile integration
AI assistedcommunications
Integrated in meetings and team workflows
Simplifiedadministration
Best experiences with wearables
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A better calling experience
PCI DDS Compliance
Supported firmware
Longer-term CUCM support
Cloud-ready
Gigabit and WiFi Options
Enhanced Cisco Headset support (USB)
Mobile Remote Access
Proximity (Mobile phone pairing)
HD Video Option
Accessibility features
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – subject to NDA
MPP Firmware* - Supported on BroadSoft and Approved Third Party UCaaS Platforms
Phones for every use caseProven reliability, intuitive controls, flexible deployment options
Options for knowledge
workers, supervisors,
small conference rooms
Options for HD video,
full-featured VoIP, mobile workers,
large conference rooms
Affordable options for users
on cloud based call control
Supported on Unified Communications Manager, Hosted Collaboration Solution, and Webex Calling
*select models only
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – subject to NDA
Expanded Options for Knowledge WorkersBe More Productive in Open Space Environments
Simplified admin for IT
Automated software updates
Wireless w/Extended Range +
highest DECT security
Best in Class Audio
Plus on-Ear call handing controls
,
Plug & Play integration
Use with multiple devices
Headset 561/562
Standard or Multi Base Options
DECT encryption (128 Bit – Step C)
Headset 521/522
Flexible USB +
3.5mm Connections
Sept - Std
Nov - Multi
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – subject to NDA
1Frost & Sullivan Viewpoints: Taking the Pulse of the Enterprise Communications Platforms & Endpoints Market, March 20162BroadSoft Q4 2017 survey of 1,005 IT decision makers from 7 countries
The transition to cloud is underway
69% 31% 74%
On-premises-based
communication
systems1
Phone service over
the Internet from
a third-party provider1
IT buyers will choose
a cloud provider in
the next 24 months2
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© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – subject to NDA
We’re in prime position to help you succeed in your journey to cloud
• On-premises and hosted cloud
UC/PBX market leader
• Strong video and contact center
solutions
• Midsize and large enterprise
• Enterprise channel
• Cloud UC/PBX market leader
• Cloud calling, mobility and contact
center expertise
• Strong SMB-midsize heritage
• Service Provider channel
• Typically SP branded
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – subject to NDA
Mobile first experience
• One number - desk and mobile
• PBX features on a smartphone
• Native dialer and dual persona
• HCS integration planned
Cisco and BroadSoft Advantage: UC in the mobile core
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – subject to NDA
Enhancing the value of your investmentsUnified Communications Manager and Cisco Jabber
Development Themes
Enhanced
user experience
Secure and
compliant
Cloud
connected
Simplified
admin
March: Collaboration Systems Release 12.1; 4Q CY2018: CSR12.5
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – subject to NDA
Support on all lines for
Cisco Jabber: The calling workhorse
• Soft phone support
for up to 8 lines
• Standards-based
video interoperability
• Directory
integration
• Advanced phone
controls
Answer Hang-up Decline Mute UnmuteStart
Call
Forward
Call
Transfer
Create
Conference
Far End
Camera
Share
(BFCP)
History Headset Voicemail
Call
Pickup
Hunt
Group
Call
Record
Call
Monitor
CTI
Controllable
Hold
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© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – subject to NDA
Building the bridges
Hybrid Call Service enhancements
• Webex registered device calling (available now)
• Desk phone pairing (target GA 3Q CY18)
Webex Teams Cisco Jabber
• Messaging interop (1:1)
• Presence translation (Webex Teams to Jabber)
Target
on-premises
GA
4Q CY18
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – subject to NDA
Flexible deployment models
calling, meetings
and team collaboration
Webex Meetings and Teams
On-premises,
hosted, cloud calling
Cisco
Business Edition
(UC Manager)
Cisco Webex
Calling
SP Calling services
(BroadSoft and/or HCS)
Mixed deployments for
mobile users and branch offices
Smooth migration through the transition zone with hybrid architectures
Customer Journey Platform
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Cisco Customer Journey Platform
• Omnichannel contact center solutions
• Predictive analytics-based routing
• Integrated collaboration that increases first
contact resolution and customer satisfaction
• Deep CRM integrations
• Proven from small businesses through global
customers
Contact Center
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Powerful analytics
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Customer Journey Analyzer
3rd
party
Social
mediaWFOIVRCRMACD
Customer Journey Analyzer
Analytics repository
Predictive
analytics
Interactive
analytics
Real-time
dashboards
Customer interaction
records
Agent activity
records
Predictive analytics
Business process improvements
Descriptive analytics
• Assesses customer and agent attributes and
behaviors that result in best business outcomes
Predictive analytics
• Models what-if scenarios to predict business impact
from changes in customer prioritizations, routing,
agent skilling, etc.
Analytics-driven routing
• Dynamically predicts customer needs and matches
customers with agents’ performance records to meet
those needs
Voice-of-customer analytics
• Incorporates voice-of-the-customer insights across
channels via integrated speech, text, and desktop
analytics
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – subject to NDA
Consistent UI across voice, email, and chat channels
Current
interaction
Contact
and
interaction
history
Agent
activity
Controls
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Customer Journey Platform WFO feature set
• Forecast and schedule
• Historical and real time
• Dynamic scheduling
• Intraday dynamic scheduling
• Automated requests
• Gamification
• Strategic planning
• Vacation planning
Workforce Management Quality Management WFO AnalyticsSpeech | Desktop
• Gamification
• Quality evaluation
• Evaluation queue
• Pinpoint evaluation commenting
• Screen recording (roadmap)
• Targeted QM
• Escalation management
• Improved sales
• Customer retention
• Compliance
• Marketing effectiveness
• Brand impact
• Predictive Net Promoter Score
• Predictive call scoring
• Agent smart benchmarking
360-degree customer journey view via AnalyzerMerges WFO data and insights with ACD, IVR, and CRM data in Analyzer
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – subject to NDA
Customer Journey Platform editionsEnterprise-class solutions for the midmarket
Standard
• Global voice Automatic Call Distribution (ACD) queuing and distribution
• Agent presence and state management
• Call recording and monitoring
• Skills-based routing
• ACD analytics
• ACD predictive analytics-driven routing
• Agent screen pop, productized CRM integrations
Premium
• Omnichannel contact center manages voice, chat, and email interactions
Options
• Voice and web callback
• Speech-enabled IVR
• Outbound campaigns
• Workforce optimization: Workforce management; quality management; voice and desktop
analytics
Contact Center
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Enabling Seamless Evolution to the Cloud:Collaboration Flex Plan
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Cisco Collaboration Flex Plan Enabling Seamless Transitions to the Cloud
Subscription-based purchasing for meetings, calling, team collaboration, and contact center
for consistency, flexibility, and value
Meetings
Enterprise Agreement
Active user
Named user
orand /
orEnterprise Agreement
Nameduser
or
Calling
Team collaboration Use team collaboration for all-in-one teamwork
Concurrent Agent
Contact Center
Sept 2018
Contact Center Express update
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Evolution of customer care to customer journey
Data
Customer journey
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Customer Journey Platform
Cisco customer journey solutionsPortfolio
Contact Center Express Contact Center Enterprise
Hosted Collaboration Servicefor Contact Center
Hybrid
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Overall Strategy
• Cloud, premise and hybrid platforms
• Ease migration between them – capability and licensing
• Consistent interface experience
• Enhance digital channels, especially messaging
• Artificial Intelligence
• Self-service bots (chat/speech), natural language IVR replacement
• Routing decisions
• Real time analysis and suggestion/assistance
• Greater use of data – both in reporting/visualisation and driving interactions
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – subject to NDA
CCX Omni-channel
Web Chat
• Facebook Messenger integration
• Chat bubble on business web page
• Post chat survey and reports
• HTML Chat transcripts
• Workflows for Chat and Email
• Proactive Chat
CCX
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – subject to NDA© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – subject to NDA© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – subject to NDA© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Subject to NDA
What’s coming in UCCX 12.0
• Advanced supervisor
capabilities
• Agent Experience
• Reporting Experience
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Advanced Supervisor capability
• Queue Management
• Prompt and Business
hours Management
• Calendar Gadget
• Outbound Campaign
Gadget
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Desktop
New Agent & Supervisor Capabilities
• Agent-Agent Chat
• Wrap-up enhancements
• Supervisor: Agent active call details
New Supervisor Capabilities (CCX Only)
• Queue management gadget
• Application management gadget
• Calendar management
PCCE
CCE
HCS CC
CCX
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – subject to NDA
The New 12.0 User Experience
Optimized,
Consistent and…
User Validated