Vertical Markets · strategy that can multiply sales in that vertical. Concentrate first on...

Vertical MarketsSourcebook

2007

Overview

Financial

Service

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Contents

Sell More with Vertical Solutions �� 1Vertical Markets �� 3

Financial Services �� 7 Healthcare �� 19 K-12 Education �� 31 Legal �� 41 Manufacturing �� 47 Real Estate and Construction �� 55 Retail �� 63 State/Provincial and Local Government �� 71 Tourism �� 81

Online Resources �� 89Index of CD Contents �� 93Notes Pages �� 105CD Contents at a Glance �� 110

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Sell More with Vertical Solutions

It’s not always easy to explain to potential customers why their or-ganizations need networking technologies. However, when you can clearly show how key applications—that run on networks—can help a specific industry reinvent business processes to cut costs and increase revenues, you’re much more likely to close a sale.

Vertical solutions for today’s industries and institutions have gone from business specialty to absolute necessity. Organizations in virtually every major industry recognize basic factors that are driving the hard decisions facing executives:

Globalization, which affects every aspect of industry, from R&D to production to supply chain

Increased outsourcing of production, engineering, logistics, etc.

Reduced profit margins and rising labor costs

Compliance issues

Customer satisfaction/retention imperatives

Industry 101: Tips for Selling into Vertical Markets

Here’s a checklist you may want to review if you’re developing a verti-cal marketing strategy, especially if your experience in approaching vertical markets is limited.

Choose a specific vertical focus�� When developing a verti-cal strategy, it’s often best to choose only one primary area of focus (two at most). This Sourcebook provides an overview of several verticals to consider; you should focus on the vertical that is most compatible with your experience, expertise, and customer base. Trying to become expert in too many verticals can be counterproductive.

Learn from your current customers�� Most sales personnel already have had success in at least one particular vertical. A good strategy is to focus on that area of previous success and learn to replicate that success with ever-increasing efficiency. Review your sales history to determine your best vertical

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approach as a model, then use that experience to create a strategy that can multiply sales in that vertical.

Concentrate first on vertical market opportunities located nearby�� Most geographic areas have concentrations of specific vertical markets. Spend time studying your region to identify primary vertical opportunities, then plan how best to capitalize on those opportunities.

Speak the vertical language�� Once you have determined your area of focus, make a commitment to monitor that vertical care-fully. Subscribe to key industry newsletters, read relevant trade publications, and stay current on all the latest trends. Becoming knowledgeable in vertical-specific trends and terminology will enable you to speak with confidence to customers about solu-tions for their specific needs.

Go get the business! This Sourcebook and all its resources will help prepare you to describe Cisco® solutions in vertical-specific terms that address customers’ areas of need. Each chapter in this book provides solid sets of sales and market-ing tools—described in language appropriate to each verti-cal—providing you with powerful messages to accelerate your sales process.

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Vertical Markets

Financial Services—Retail banks, credit unions, insurance compa-nies, and capital market firms are turning to advanced voice, video, and data technology. These resources address new economic pressures, regulatory compliance, and an increasingly competi-tive market. Effective use of such technologies can turn branches into stores—virtualizing sales and customer service, cutting claims processing times, reducing trade settlement times, and bringing business partners closer—all while improving business resiliency.

Healthcare—Rising costs and strict mandates to improve patient safety and quality of care place serious economic constraints on the modern healthcare industry. Cisco Medical-Grade Network solutions offer major benefits to healthcare, including fast and easy access to critical healthcare information at the point of care and rapid integra-tion of the very latest medical technologies and applications.

K-12 Education—Today’s educators face new challenges in achiev-ing academic excellence, administrative efficiency, technological in-novation, and equal opportunity for all students. Networked technol-ogy solutions help educators make better use of scarce resources. Cisco Connected Learning provides the Cisco vision to meet major challenges in K-12 education markets.

Legal—Law firms are increasingly expected to deal with clients’ international or expanded domestic businesses, accommodating widespread locations in different time zones and needing instant visibility into important information assets. Cisco solutions enable lawyers and their clients to interact with efficiency and security, with instantaneous access to resources that streamline tasks, enabling fast decisions that lead to transactions settled on the spot.

Manufacturing—Manufacturers need to reduce lead times, improve turnaround times, and deliver better service to increas-ingly demanding customers. Today’s manufacturing leaders are those companies that use technology to provide instant access to information and visibility across the entire supply chain of opera-tions—shifting from isolated proprietary systems to an integrated, collaborative environment.

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Real Estate and Construction—Cisco Connected Real Estate is an innovative solution framework for the construction, real estate, and property services sector, that creates value and opportunity for building developers, owners, and tenants. A Cisco Connected Real Estate-equipped building takes advantage of the power of the network in many ways: reducing capital and operating expenses for key stakeholders over the lifecycle of the building; allowing building owners and operators to develop new revenue streams or business models; creating more productive and flexible workplaces through scalable collaboration, mobility, and remote connectivity tools; and enhancing health, safety, and security of building occupants.

Retail—The Cisco Intelligent Retail network provides essential infrastructure and applications that enable retailers to achieve their primary business goals. Such objectives include driving increases in same-store sales, enhancing customer satisfaction and loyalty, meeting regulatory and compliance standards (e.g., payment card industry compliance), and improving employee productivity.

State/Provincial and Local Government—Cisco solutions help in-crease service effectiveness by improving information management, enhancing citizen communications, and increasing agency collabora-tion for better use of scarce resources. Cisco Connected Communi-ties is the Cisco vision to enable networking technologies to connect citizens and government more efficiently, contributing to more harmo-nious relationships among citizens and government entities.

Tourism—The Cisco Connected Hotel provides a flexible, cost-ef-fective solution that can expand and scale as guest experience and operational requirements evolve. The solution enables hoteliers to deliver and support a continuously expanding suite of innova-tive amenities and guest services. This same network that delivers enhanced guest services can also be used to gain efficiencies in staff and property operations. Moreover, the Cisco Connected Hotel solution can be complemented by the Cisco Connected Real Estate solution, enabling property owners and developers to gain greater control and efficiency in managing physical assets of their properties.

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Our hope is that the Vertical Markets Sourcebook will assist you in understanding vertical markets and how best to approach them for optimal results. The content covering individual vertical industries, online resources, and the attached CDs should enable you to dem-onstrate how Cisco vertical market solutions effectively enhance process automation and collaboration as part of a successful busi-ness strategy.

Financial Services

Retail banks, credit unions, insurance companies, and capital market firms worldwide are increasing their reliance on advanced converged networking technologies. Growing applications include virtual contact centers, IP video conferencing, and self-defending networks. These solutions address increased customer expecta-tions, reduction in non-interest expenses, regulatory pressures, and challenges caused by continued strong merger and acquisition activity. By using technology to transform and integrate business processes, these financial organizations are improving productiv-ity, reducing costs, and enhancing the customer experience with innovative new services.

Challenges and Trends

Converged networking technology is transforming the financial services industry globally as it faces new challenges:

Increasingly savvy and sophisticated customers require that financial institutions position themselves to provide great ser-vice regardless of how the customer chooses to be serviced (Internet, telephone, branch, kiosk, ATM, etc.)

Structural changes such as consolidation, divestiture, and mergers—as well as the ever-evolving regulatory focus—require organizations to be increasingly flexible

Deregulation and de novo banking have invited new competition

New customer privacy regulations require banks to implement more robust network security measures

Intense competitive pressure is forcing companies to minimize costs and optimize productivity

Customer retention, cross-sell, and wallet share are important measures of success for financial institutions and require them to find more effective ways to train and retain employees, intro-duce new products, understand customer needs, and service and sell through all channels

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Meeting the Challenge with Cisco Intelligent Networks

Having an effective network strategy in place enables financial services organizations to become more customer-focused, increase profitability, enhance agility, reduce total ownership costs, and meet new business challenges. To address these trends and challenges, Cisco has collaborated with financial organizations worldwide to develop a sound networking strategy to connect companies with customers, suppliers, partners, and employees. The result is a set of three different business solutions, known as:

Branch of the Future for retail banks and credit unions

Transforming Insurance

Financial Markets Advanced Communications

Application Partner Landscape

In retail banking and credit unions, the application partner landscape is dominated by “core providers.” These organizations develop software that enables financial institutions to complete core busi-ness processes, such as online banking, branch teller services, and mortgage application processing. It’s important to identify and form relationships with the core providers, since banks, especially smaller institutions, look to them as de-facto extensions of their internal IT staff. The providers advise banks and often deliver software and services that extend beyond “core processing.” They also have their own captive set of customers that you can potentially approach and leverage more easily if you have cultivated strong relationships with core providers. Considerable opportunity exists in the area of software integration with Cisco Unified Communication products; for example, delivering capabilities such as interest rate sheets to IP phone screens, and screen pop-ups of account information in Cisco Unified Contact Center Express. Some examples of core providers include Metavante, Jack Henry, Symitar, and Fiserv.

The insurance industry also has core insurance process application providers. Such organizations have broad product portfolios that depend on the availability of a robust and modern network infra-structure to deliver value to insurance organization. CSC and Fiserv

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have large installed bases, whereas IBM dominates in terms of hard-ware and enterprise middleware software. Other insurance industry entities such as independent agents and claims adjusters depend on independent software vendors (ISVs) for agency management software and claims applications.

The financial markets segment uses highly specialized trading com-munications equipment, including turrets, “hoot-n-holler” or “squawk boxes,” and ring-down circuits. Cisco works closely with partners such as BT and IPC to deliver such items over an IP network.

Cisco Smart Business Roadmap

Financial institutions are looking for trusted advisors to provide busi-ness solutions that help meet their short- and long-term business objectives. Using the Cisco Smart Business Roadmap, business challenges can be aligned with a customized long-term IT plan, allowing strategic investment in Cisco Smart Business Communica-tions at the customer’s pace to create lasting business value. The following chart explains how retail banks might deploy solutions over time to help meet strategic business objectives. An ultimate objec-tive is full Branch-of-the-Future deployment.

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What Financial Services Organizations Want and Need

Multi-channel integration—Ability to provide differentiated, high-quality customer experience across ATM, kiosk, branch, contact center, and Internet channels

Streamlined distribution—Ability to improve processes and communication with agents, brokers, banks, and multiple busi-ness partners

Ability to gain customer loyalty and increase wallet share through assertive offers of products and services in all touch points

Service quality—Ensuring customer satisfaction and loyalty and meeting cross-sell goals

Operational efficiency—Doing more with fewer resources (training, transactions, underwriting, trades, customer service)

Call center rationalization and integration

Regulatory compliance—Improved ability to accommodate complex regulations regarding customer privacy, corporate governance, and IT compliance

Metrics of Success

Retail Banks and Credit UnionsEfficiency ratio (banks and credit unions): Financial institutions are continuously striving to improve operational efficiency to do more with less and reduce costs. The right technology solutions and services can enable institutions to comply with laws and rules while improving operational efficiency. The primary measure of operational efficiency is the “efficiency ratio”:

Efficiency Ratio = Non-Interest Expense/Revenue

Most banks strive to have an efficiency ratio below �0 percent. According to the FDIC (in Q1CY200�), the average efficiency ratio for banks was �6.�� percent. For banks with more than US$1B of as-sets, it was slightly better at ��.�2 percent. For banks with less than $100M, it was 6�.1� percent.

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Non-interest expense is a huge cost for banks and includes expens-es such as payroll, facilities, and IT. A bank will improve its efficiency ratio if it can cost-effectively acquire new technology that helps to:

Process transactions faster, reduce payroll, eliminate some facilities such as call centers, or consolidate disparate systems

Increase revenue

Gain more wallet share of each customer

BanksProducts sold per customer (wallet share/cross sell)

Revenue

Assets under management (AUM)

Customer loyalty

Compliance

Risk management

Cost management

Insurance CompaniesUnderwriting profitability and investment results

Customer satisfaction

Capital Market FirmsOperational efficiency and cost control

Fee income

Customer satisfaction

Key Decision Makers

BanksCEO, VP Retail Banking, VP Operations, CIO

InsuranceVP Marketing, VP Sales, VP Operations, VP Service, VP Claims, VP Underwriting, VP Field Operations, CFO, VP Compliance

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The Cisco Value Proposition

Having an effective, optimized network in place enables financial services organizations to become more customer-focused, increase profitability, enhance agility, reduce total costs of ownership, and ad-dress new business challenges.

Hook Statements and Sample Probes

Opening StatementsWhat are plans for your business’ growth in the next year? The next five years? How many new employees do you expect to add? How many new offices and/or branches do you expect to open? Have you consolidated your call center, telecommunications, and data network yet? How old are your current systems? Are the current systems preventing you from meeting your business process objectives?

Security (Regulatory Compliance and Privacy Protection)I’d like to talk to you about how we are helping our customers proac-tively address and manage current and emerging regulatory require-ments for information security.

Does proactive risk management and regulatory compliance related to information security pose a problem for your organization?

Customer CareAre you finding it difficult to service customers who walk into your branch?

What’s the lost revenue opportunity?

Are you challenged with limited branch staffing to sell all the prod-ucts you offer?

Do you have a minute to talk about how you can scale your subject matter experts across your branch network to sell more and provide better service to more of your customers?

How do you know whether customers get the information they need and reach the right person to help them?

How do you know who’s available to handle a customer’s call when forwarding their call?

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Operational EfficiencyCan we discuss how we are helping our customers to reduce the complexity of their communications networks?

Which groups of your employees would gain the most productivity with better, faster access to information?

Do you find that training is slow and too expensive?

Does training require large headcounts and lots of time on the road?

Are product launches slow to translate into wallet share?

How do you roll out new products and keep all your branch employ-ees trained?

How large is your training department and how much of their time do they spend on the road?

Could you have more effective meetings if everyone on the phone were paying attention?

Cost ContainmentI’d like to talk with you about how we can help you reduce costs by integrating your voice, video, and data networks, while implementing new ways to service your customers.

Are you finding that your branches are growing in size as they be-come financial centers/stores?

What’s your revenue to employee ratio? Are your employees fully utilized?

Are your wallet share and revenue growing incrementally faster than your branches are expanding?

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Solutions

Banking—The Solution

Branch of the Future:Cisco Self-Defending Network for Financial InstitutionsThe foundation for the Branch of the Future solution protects digital assets and business-critical communications from hackers, worms, viruses, day-zero attacks, unauthorized access, and more.

Voice and IP Communications—A combined voice-over-IP (VoIP) system that integrates data, voice, and video communi-cations onto one network

Customer Care—Enables a customer-centric approach using advanced contact center technology and virtual customer care, taking advantage of valuable resources that may not be physi-cally located in the contact center

Electronic Marketing—Introduces the potential for marketing services to customers and improving communication with the sales force

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Wireless Mobility—Allows branches to operate in secure, wireless environments with significant improvements to service and productivity

Self-Service—Full integration of branch ATMs and kiosks with all other delivery channels, plus important new marketing and revenue-generating potential

Intelligent Branch—Integrates IP video surveillance and other network-centric services such as access control and alarm management on one converged network, resulting in signifi-cant cost savings

Compliance Management—Identifies and enables adaptation to dynamic network threats with integration of continuous risk management and proactive regulatory compliance

Transforming Insurance

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Secure and Comply—Provides complete, end-to-end network security and facilitates compliance with strict new U.S. federal and state regulations

Agent Edge—Combines voice and data networks to maximize agent productivity and provide agents with powerful communi-cations tools

Agent to Advisor—Enables agents to make the transition from insurance providers to trusted financial advisors who can sell investment, credit, deposit, and other related products to their insurance clients

Unified Communications—Provides a suite of products and tools enabling fast, secure internal and external voice, video, and data communications over an IP network

Contact Center Advantage—Consolidates voice, data, video, e-mail, instant messaging, fax, and paper communications to create a full-featured contact center; also enables companies to create virtual contact centers with employees working from home

Mobile Adjuster—Offers fast, secure wireless communications for field claims adjusters and enables rapid transmission of assignments and documentation

Financial Markets Advanced Communication (FMAC)

The Cisco FMAC solution improves the flow of trades; cuts trading settlement times; and improves the resiliency and level of communi-cation between front, middle, and back offices:

Combines all voice, data, and video traffic onto a single, robust, and resilient IP platform that integrates with the industry’s lead-ing trading communications systems

Enables financial market firms to provide every employee and every office, regardless of physical location, with uni-fied access to voice, e-mail, and fax communication from any phone or PC

Integrates front, middle, and back offices, and enables custom-ers to add specialized applications such as:

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Cisco Hoot ‘n’ Holler over IP

IP Voice Recording

Cisco Call Center Solutions

IP Video

Rich Media Communications

IP Multicasting

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Healthcare

The worldwide healthcare industry is undergoing rapid change and accelerated IT technology adoption. Healthcare organizations face rising costs along with strict mandates for improved patient safety and quality of care. As members of an industry directly affected by medical advancements, from anesthesia and antibiotics to biotech-nology, healthcare providers want access to healthcare information at the point of care and fast integration of the latest medical tech-nologies and applications to drive safe and efficient patient-centric care. Changing the way that information is handled in healthcare may not seem like a development to rival antibiotics or X-rays, but it has the potential to be every bit as revolutionary.


Healthcare providers face a variety of critical challenges and trends, including:

Rising healthcare costs

Increasing mandates for quality and safety

Changing demographics and aging population

Staffing shortages

Rising healthcare benefit costs for employers

Growing patient expectations for higher-quality healthcare

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Meeting the Challenge with Cisco Medical-Grade Networks

As the healthcare industry addresses these challenges, significant opportunities for IT growth are created. The Cisco Connected Health vision is based on securely sharing information on an intelligent Medical-Grade Network. Healthcare stakeholders at the center of responsive networks of knowledge, service, trust, and accountabil-ity can share a variety of data—from patient records to radiology results, bed availability, and billing details. A primary objective is to provide a highly responsive and resilient healthcare environment enabling timely and accurate decisions that improve quality, safety, and affordability of healthcare.

The Cisco Medical-Grade Network provides the foundation for the Connected Health solution. Connected Health enables providers to

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improve patient service through higher levels of quality of care, se-cure sharing of patient records, and increased efficiency to reduce costs and:

Provides medical personnel with mobile access to patient information

Improves the patient experience through rapid delivery of test results and treatment

Enhances patient safety with delivery of timely, more accurate results

Complies with (or exceeds) government regulations regarding confidential patient data

Streamlines network management and monitoring

Provides comprehensive network-wide security

Capitalizes on existing technology investments

Reduces costs and enables more effective and efficient patient care


The Cisco Medical-Grade Network provides a platform for health-care applications, including clinical information systems, medical imaging, medical equipment, and electronic health records. Mobile caregivers require access to these applications at the point of care, enabled by secure wireless and VPN network technologies. Mobile applications and communications for collaborative care are supported by the Medical-Grade Network and deployed on mobile devices, including PDAs, tablet PCs, and mobile nurse carts.

Healthcare organizations often must integrate hundreds of differ-ent applications and therefore require a platform that effectively integrates these applications, improving workflow and sharing of information. In the past, many healthcare applications were imple-mented with separate networks and architectures. The Cisco Medi-cal-Grade Network provides a foundation that enables applications and communications, in an integrated environment that meets core requirements today and in the future.

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Healthcare providers transitioning to a Cisco Connected Health solu-tion need a roadmap to transition from the paper-based healthcare environment common today to optimized collaboration across the continuum of care. The Cisco Smart Business Roadmap maps pain points and business challenges to solutions with a customized long-term IT plan, allowing strategic investment to achieve benefits and ROI.

The following chart illustrates how a healthcare provider might imple-ment a Medical-Grade Network solution incrementally over time, in alignment with strategic healthcare objectives. The ultimate goal is to achieve an optimized healthcare environment with full collaboration across the continuum of care.

What Healthcare Providers Want and Need

Improved quality of care

Improved patient outcomes

Increased productivity and workflow efficiency

Better information at the point of care

Improved and integrated communications

Privacy and protection of patient information

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Metrics of Success

Improved Quality of CareMinimized medical errors

Reduced record-keeping time

Reduced test result wait times

Decreased paperwork for clinicians

Reduced adverse drug events (ADEs) with e-prescribing

Better information at the point of care

Increased EfficiencyOptimized workflow

Improved staff productivity

Integrated communications

Reduced record-keeping time

Decreased paperwork for nurses

Tracking of assets and resources

Reduced CostsImproved caregiver productivity and workflow efficiency

Reduced cost of communications and equipment

Reduced paperwork, storage, and transcription costs

Recovery of physical storage space by implementing digital records

Key Decision Makers

Healthcare influencers and business decision makers include pro-fessionals in operations, medicine, and IT:

Healthcare Business Decision MakersChief Executive Officer

Chief Operating Officer

Chief Financial Officer

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Chief Medical Officer

Chief of Staff

Chief Medical Information Officer

Chief Nursing Officer

Director of Clinical Engineering (Bio-Medical)

Facilities Management

Chief of Radiology

Medical Director

Medical Records Managers

VP Nursing

Healthcare Technical Decision MakersChief Information Officer

Chief Technology Officer

VP/Director of Information Systems (MIS/IT/IS)

VP/Director of Telecom Services

Network Architect

Security Officer

Technical Engineer


Solutions running on a Cisco Medical-Grade Network enable con-nected health information and communications by:

Using intelligence to deliver the right information to the right people at the right time

Integrating vital technology partners into a converged infra-structure, streamlining network and vendor management

Connecting people and information immediately, regardless of location, creating opportunities for online global learning and collaboration

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Self-monitoring, self-defending, and self-repairing networks provide continuous, 2�/� uptime

Hook Statements

I’d like to talk to you about how we are helping our healthcare cus-tomers to improve quality of care with easier access to information for mobile caregivers.

Can we discuss how we are helping healthcare organizations stream-line communications between caregivers and improve workflow?

Would you like to be able to reduce costs and improve efficiency?

I’d like to schedule time to speak with you about how the Cisco Medical-Grade Network is helping healthcare providers provide a foundation for mobile healthcare applications and communications.

Let’s discuss ways of extending your healthcare applications to remote clinicians.

Sample Probes

What are your plans and priorities for healthcare IT in the next year? The next three years?

Are you planning to expand or build new healthcare facilities?

Have you implemented mobile applications and communications? How many of your caregivers are using mobile healthcare applica-tions and communications today?

Are you interested in deploying a wireless network for caregiver ap-plications and communications?

Which of your caregivers would gain the most productivity with bet-ter, faster access to information and communications?

Do you have a need to locate medical devices with an active RFID wireless network (mobile assets, patients, staff, medication, materials)?

How much are you paying monthly or yearly for voice communica-tions (paging, telecom, PBX)? How much are you spending on long distance and toll charges? What about other communications ser-vices, such as teleconferencing and video conferencing?

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Are you trying to improve productivity or reduce costs by enhancing collaboration and communications? Are you considering other capa-bilities such as instant messaging, IP telephony-based information access and services, or video conferencing services?

What healthcare applications are most critical for you: PACS/e-radi-ology, electronic health records, collaborative care? What are your challenges supporting these applications in your environment over the network?

Do you need to extend high-resolution images and content outside the imaging center wall?

Do you need to share imaging files with other campuses or remote locations?

Do you ever experience delays in patient diagnosis or treatment due to delayed or missing images?

Are you facing staffing shortages in radiology? Or have a need to share images with outside specialists for other reasons?

Are you facing clinical and financial challenges managing paper-based patient records?

Are you concerned with the security and privacy of patient informa-tion? What are the things that cause you to lose sleep at night? How do you know when you have had a security breach? Have you had a security and privacy policy and assessment audit recently? When was your last security assessment?

Are you investigating new technologies and applications in order to reduce costs? Which technologies and applications?

Solutions

Cisco Medical-Grade Networks enable healthcare organizations to deliver more responsive patient care, lower operational costs, and secure patient information. Cisco Medical-Grade Networks are designed to protect sensitive patient and organization information, provide built-in resilience, and support caregiver interaction. Beyond connectivity, an intelligent medical-grade network is an essential element of smart medicine because it enables new applications and

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provides the right information and services to the people who need it, when they need it.

Enhance Care Quality and DeliveryThe multiparty Cisco Clinical Connection Suite solutions, based on the Cisco Medical-Grade Network, simplify communications and help mobile caregivers find what they need when they need it and enhance clinical collaboration-for optimized workflow, improved productivity, and enhanced patient care. These solutions:

Simplify communications and access to data

Use existing infrastructure to add new services

Improve communications

Cisco Location-Based Services enable active RFID-based as-set location to reduce search and wait time when locating people, healthcare devices, and equipment. The solution extends the Cisco Medical-Grade Network with wireless location-tracking technology.

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This capability speeds the location of critical assets such as equip-ment and devices. It tracks their location with precision, resulting in substantial savings in the time required to find and monitor use of critical assets.

Cisco Collaborative Care enables collaboration among clinicians for improved diagnosis and response time through team com-munication in different locations with on-demand audio and video conferencing. The solution provides productivity gains for caregivers by reducing the number of calls they need to make and streamlines the communications process for contacting a group of patients, assembling a crisis management team, or providing video confer-encing regarding services that address patients’ needs. One useful application for Collaborative Care involves healthcare interpretation services. With the Medical-Grade Network, integrated voice and video communications provide video-based translation services for non-native-language patients.

Extend the Radiology Department Beyond the HospitalEliminate film storage and loss by digitally archiving and access-ing unlimited radiology images on the network. Cisco Connected Imaging facilitates the sharing of images and associated data across departments and outside the hospital walls, vastly improving the ef-ficiency of diagnosing and treating patients.

With Connected Imaging, applications and devices can be com-pletely integrated into the network—enabling full utilization of exist-ing technologies such as Picture Archive Communication Systems (PACS) and Electronic Health Record (EHR) systems. Connected Imaging:

Allows caregivers remote access to enable more effective con-sultations and faster diagnosis and treatment

Increases productivity for radiologists by extending applica-tions outside the walls of the radiology department

Helps speed the process of diagnosis and treatment with enhanced information sharing

Reduces cost of ownership with an integrated network

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Safeguard the Healthcare IT InfrastructureSecurity is a real concern for healthcare organizations that must protect the privacy of patient information. The Cisco Medical-Grade Network provides a platform for the effective and secure distribution of information, including health record information to help caregiv-ers deliver a higher quality of care, while allowing organizations to increase productivity and lower expenses by digitizing file mainte-nance. The Medical-Grade Network:

Facilitates patient safety by reducing paper-based problems such as illegible handwriting, communication breakdowns, incomplete information, and time delays

Enables intelligent information distribution, which helps provid-ers to deliver a higher quality of care, increase productivity by eliminating file maintenance tasks, and lower operating expenses by reducing the need for transcription services

Enhances quality and decreases variance with evidence-based clinical protocols and care management guidelines at the time an order is executed

Increases efficiency and saves money by assisting selection of cost-efficient treatment alternatives, reducing redundant tests and duplicate orders, and eliminating time-consuming paperwork

Coordinates care teams with instant communication across the entire health system, eliminating unnecessary call-backs and reducing uncertainty about the status of orders or tasks

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K-12 Education

Today’s educators face increasing challenges in achieving academic excellence, administrative efficiency, technological innovation, and equal opportunity for all students. Networked technology solutions help educators to make better use of scarce resources. However, it is no longer sufficient for schools simply to integrate technology into the curriculum. To meet broader challenges, schools need to consider how networking technology can fully transform education.


Today’s primary and secondary schools face issues driven by the needs of students.

Factors Driving Technology Adoption in Schools

Meeting the Challenge with Cisco Connected Learning

Cisco Connected Learning is a framework for account teams selling to schools. It focuses on ways educators can transform education with Cisco networking and partner technologies to maximize the full potential of the network to benefit every teacher, student, and administrator. Cisco Connected Learning consists of an articulated vision of schools of the future, and a transformation action plan that

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addresses the main issues educators face—providing technology architectures and solutions for specific needs.


Within the K-12 and higher-education markets, the application part-ner landscape consists of various vendors that offer tailored, niche applications for the administrative or academic space. From the Cisco perspective, four primary categories of education applications currently are, or likely will be, IP-centric.

First is school communications—consisting of applications like outbound calling to parents, paging, student attendance, bells and alarms, and video conferencing. This category, which largely falls within Unified Communications, is where much of the innovation with partners is currently taking place.

The second category, educational content, consists of rich-media applications and content that are instrumental in driving student academic excellence in both the K-12 and higher-education markets. The media-rich content, which many of the curriculum, publish-ing, and supplemental audio-visual vendors provide, can have a significant impact on school WAN and LAN networks providing video, audio, or animation.

The third category is school facilities, an area that focuses on partnerships based on Cisco Connected Real Estate. For cost-effi-ciency and manageability, many of the HVAC, video surveillance, and access control systems within a school or campus facility will likely transition over time from their own proprietary networks to a single IP infrastructure.

Fourth is a broadly defined category that involves virtual learning vendors and ranges from learning management and Enterprise Resource Planning (ERP) systems to student information systems. Although not necessarily bandwidth-intensive applications, such systems can provide the central data hub for a school. Many custom-ers seek integrated, proven solutions with vendors in this space.

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To learn more about specific vendors Cisco is currently partnering with in these categories, visit: http://wwwin.cisco.com/enterprise/partners/education/


Education customers are looking for long-term trusted advisors to provide solutions that help meet their short and long-term objec-tives. Using the Cisco Smart Business Roadmap, education chal-lenges are aligned with a customized long-term IT plan, allowing educators to invest in Cisco Smart Business Communications at their own pace to create lasting educational value. The follow-ing chart explains how education customers can deploy solutions over time to meet strategic objectives. The ultimate objective is a complete Connected Learning environment where school adminis-trators, teachers, and students can coordinate and efficiently share resources and technologies, enhancing a harmonious and produc-tive student-centered environment.

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What Educators and Administrators Want and Need

To take education into the future, Cisco Connected Learning pro-vides schools with a step-by-step plan:

Step 1: Connect all buildings and provide access to critical information��Connected school systems require a reliable network foundation that can grow and evolve. Education officials must converge the mul-tiple networks that exist today (telephone, video conferencing, video streaming, intercom, data, security, etc.) into one robust IP infrastruc-ture. This single network simplifies management and support, while offering additional services in a cost-effective manner. Concurrently, a wide-area network (WAN) must be deployed to connect all school buildings—and administrative offices—to each other, and to the Internet.

A Cisco Centralized Building Controls strategy eliminates the expense and complexities of managing dozens of stand-alone systems (such as HVAC, fire, and safety) as well as the hundreds of individual components in each system (including thermostats, clocks, and sprinklers). Benefits of this strategy include:

More efficient use of personnel

Reduced capital and overall lifecycle costs of buildings

Improved health, safety, and security

Step 2: Implement network-based applications to improve administrative efficiency��In this step, connected schools will deploy:

Unified messaging, where e-mail comes through as voice mail, and voice mail can be read as e-mail

Unique student identifiers, which enable basic data warehous-ing and seamless student transfers between districts

Web-based human resources (HR) and finance applications

Integrated student information systems, which include grading, attendance, and personal data

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Outbound communication system, which automatically dials out to parents to deliver important messages

Online parent portal, offering information about classes, home-work, grades, schedules, lunch menus, and important school events

Standard productivity applications

With network-based applications—accessible by all authorized users through the Internet—schools will drastically improve the way they handle business transactions, reporting, and everyday operations. These applications increase efficiency as they automate processes, eliminate inaccurate and duplicate entries into systems, enable comprehensive reports, allow employees to be self-suf-ficient, and provide immediate information. The money saved on administrative costs can then be applied back into the classroom.

Step 3: Put teacher proficiency and productivity first��When teachers are put at the forefront of IT investments, they first master technologies, then assimilate them into the classroom, for huge productivity gains. The “Teacher First” best practices that this step addresses include:

Applications, such as fully automated grade and attendance reporting and data warehousing

Online professional development

Online district-wide meetings, eliminating travel time

Virtual field trips, opening more resources for teachers to share with students

PDAs, laptops, tablet PCs, and IP phones, for 2�-hour, on- and off-campus access to student information, curriculum, assess-ment applications, and other resources

A best-practice collaborative Website, to share lesson plans, materials, and creative ideas, enabling professional learning communities

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Step 4: Create a student-centered learning environment to attain academic excellence��

Integrated delivery of pedagogy, content, and assessment

A personalized, collaborative education for each student

Broadband-enabled learning

Nationwide portability of student portfolio

Lifelong learning

Metrics of Success

The bottom line is improving the quality of education. To that end, success in the education market includes:

Greater access to educational resources for students and teachers

Higher student test scores

Streamlined processes

Easy access to media-rich curricula

Open communication among students, teachers, and administrators

Safe and secure environment and data confidentiality

Key Decision Makers in Primary and Secondary Education

Administrative/BusinessSuperintendent

Assistant Superintendent Curriculum and Instruction

Assistant Superintendent of Business Services

Director of Instructional Technology

Director of Professional Development

Director of Administrative Communications

Business Director

Director of Finance

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Director of Facilities

Director of Media Services

Technical Decision MakersCIO

IT Director


Traditionally, schools have a data network that allows for:

Sharing of information and accessing resources from the Internet

Voice network allowing incoming and outgoing voice communications

Video network that delivers educational programming or access to back-end systems of VCRs and DVD players

Video conferencing network based on expensive dedicated lines

Video monitoring network that provides video feeds of build-ings and hallways

Intercom network that allows overhead paging and bells

The result is up to six networks requiring management. Cisco Con-nected Learning consolidates these multiple networks into one, reducing wiring costs and enabling greater efficiency and less-ex-pensive maintenance and support.


I’m calling about cost-effective developments in K-12 communication systems. What I would like to do today is get a full understanding of your needs, so we can determine if a Cisco solution can help your school district.

We’ve been talking to other education professionals like you and have developed an understanding of issues and problems specific to your field.

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I’d like to get a better understanding of problems you’re facing so that I can describe a number of education solutions Cisco has devel-oped to address common challenges for K-12.

Are you looking for ways to reduce overhead costs in order to al-locate more funds toward education?

Have you considered how the automation of basic functions such as attendance, payroll, and communication can reduce costs and allow staff to concentrate on students?

Is your district fielding pressures from local government and parents to improve security in a cost-effective way?

Do you find that communication between teachers and parents can be challenging and can impact the effectiveness of education?

How much are you paying monthly or yearly for your PBX system? How much are you spending on long distance and toll charges? What about other communications services, such as teleconferenc-ing and video conferencing?

How many people currently support your data network? Your voice network? What plans do you have for upgrading your infrastructure?

Solutions

Cisco Connected Learning solutions for education are designed to achieve both academic and administrative excellence.

Academic ExcellenceCisco Unified IP Videoconferencing enables students to com-municate with other students in their country or around the world, allows teachers and staff to attend meetings without travel, and efficiently brings in resources from outside

Cisco Unified IP Video Streaming facilitates media-rich learn-ing and allows schools to centralize their media resources so every student can access any asset, regardless of which school they attend

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Administrative ExcellenceCisco Direct Line places IP phones in every classroom and office to enhance communications, increase security, boost productivity, and save time and money

Cisco Safe and Secure uses digital video to monitor school buildings and grounds, while providing network security and URL filtering

Cisco Secure Wireless gives teachers, students, and staff secure access to network resources from anywhere, through PCs, laptops, tablet PCs, PDAs, and other devices

Cisco Connected Real Estate for Education enables one con-verged network for all building control systems, resulting in significant cost savings and operational efficiencies

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Legal

Rapid changes in today’s business landscape—due to globaliza-tion, cost controls, new regulations, and consolidation—are posing significant challenges to the modern legal industry. Law firms are increasingly expected to deal with their clients’ international or expanded domestic businesses, encompassing locations widely dispersed across multiple time zones. Meeting such challenges enables lawyers and their clients to interact efficiently, sharing impor-tant resources with speed and security, accelerating decisions, and streamlining tasks to settle complex transactions on the spot.


Forces propelling change in the legal marketplace include:

Changing global business climate

New forms of competition

Increasing client sophistication

Advances in technology and knowledge management

Pressure for cost control

Changing approaches to people and practice management


The Cisco Empowered Law Firm solution transforms the working environment to meet the modern-day business pressures of cost reduction, productivity optimization, demanding clients, and global-ization. At the core of the solution is the “right-sized” Cisco Intelligent Information Network (IIN) and its application-enabling network solu-tions including integrated voice, video, mobility, and Web application optimization services.


LiteScape’s Call Tracking and Management for Legal and Profession-al Services Firms using Cisco Unified IP Phones is a new application that captures and tracks calls, then correctly sorts and assigns all client calls for improved billing accuracy.

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Lexis/Nexis offers an innovative technology suite and an umbrella initiative that brings together an alliance of companies with goals to:

Align their brands to open new sales and marketing channels to key influencers among leading law firms

Identify primary business issues for those law firms

Solve those issues with existing products

Develop and deliver new innovative solutions

Deliver increased profit per equity partner (PEP)


The Cisco Smart Business Roadmap provides guidelines to maxi-mize opportunities by first determining the current growth-cycle phases of customers’ organizations—whether those organizations are at foundation, growth or optimization phases. That known, appli-cation of the Cisco vision in coordination with efforts of key partners can help customers expand their businesses to the next level.

What Law Firms Want and Need

A number of business and technology challenges are creating a need for firms to reassess their IT infrastructure in order to achieve:

Higher productivity

Business continuity

Increased mobility and flexibility

Collaboration support

Trusted security

Effective network administration

Metrics of Success

The Empowered Law Firm’s workplace is:

Connected—To adaptable, standards-based networking solu-tions that interoperate smoothly with traditional environments, scaling as the firm evolves

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Protected—Against internal and external security threats, unplanned outages, and service degradation with an integrat-ed, business-resilient network security solution

Responsive—To clients and colleagues, quickly maximizing personal productivity in the office, at home, or on the road

Collaborative—Providing sophisticated and streamlined com-munications that instill greater teamwork within firms while improving client responsiveness

Streamlined—Using automated administrative processes to manage case information, providing convenient access to key legal software applications

Key Decision Makers

Chairman

Managing Partners

Executive Director and Senior Executives

Chief Information Officer (CIO)

Technology Committee Chair

Mid-Level Partners


The Cisco Empowered Law Firm solution delivers a resilient and re-sponsive network, providing operational efficiencies while transform-ing the firm into an empowered, service-centric business that drives profitability. The solution promotes automation, consolidation, virtu-alization, and elimination of time and resource-consuming business processes that prevent lawyers from focusing on high value-added services. The Cisco solution enables law firms to deliver actionable intelligence by delivering the right information to the right people at the right time.

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Hook Statements

I’d like to point out how we are helping our customers to proactively address and manage the current and emerging regulatory require-ments for network security.

Can we discuss how we are helping our customers reduce complex-ity of their communications networks?

I’d like to schedule time to speak with you about how our IP Unified Communications solution is helping our customers offer better, more convenient customer service.

Sample Probes

What are plans for the business’ growth in the next year? The next five years? How many new employees do you expect to add? How many new offices do you expect to open?

Which group of your employees would gain the most productivity with better, faster access to information?



Which would you say your organization is better at offering employ-ees and customers—an easy-to-use network or a highly secure network?

Where are the major holes in your network that cause you to lose sleep at night? How do you know when you’ve had a security breach in your network?

Solutions

The Cisco Empowered Law Firm solution consists of five major solu-tion areas: Connected Workplace, Protected Workplace, Responsive Workforce, Collaborative Workplace, and Streamlined Workplace. At

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the core of the solution is the Cisco Intelligent Information Network (IIN) and its application-enabling network solutions including integrat-ed voice, video, mobility, and Web application optimization services that enable the solution’s implementation.

The Connected Workplace provides a comprehensive LAN/WAN/VPN solution blueprint that delivers actionable intelligence. It con-sists of a set of network solutions, customer services, and partner-ships that provide an integrated and collaborative way to link a firm’s partners, attorneys, and other legal staff members to important internal and external resources by extending the network across the data center, campus, branch offices, and home offices.

The Protected Workplace offers an integrated network security solutions blueprint. Business resilience features protect the network against internal and external security threats, unplanned outages, and service degradation while minimizing the impact of such events.

The Responsive Workforce is a full-featured wireless networking and remote-access solution that creates a tightly integrated wired and wireless network, resulting in a workforce that is always con-nected and highly responsive.

The Collaborative Workplace is a comprehensive IP communi-cations solution converging voice, video, and data over a single network to deliver innovative communications capabilities and enhanced collaboration tools such as unified messaging, IP video and audio conferencing, and IP telephony.

The Streamlined Workplace features the Cisco Application and Content Networking System (ACNS) and services that optimize the performance of networked applications. The solution provides a streamlined workplace based on independent software vendor (ISV) legal-industry applications such as document and knowledge management, and client extranet or Internet-based knowledge applications.

Manufacturing

Manufacturers worldwide want to reduce lead times, improve turn-around times, and deliver better service to increasingly demanding customers. However, current proprietary manufacturing and adminis-trative systems often hinder the system integration that manufactur-ers need to respond rapidly to changing customer demands and floor conditions. Today’s manufacturing leaders are companies that use technology to provide fast access to information and visibility across the entire chain of operations.

This chapter provides a starting point to enable manufacturers to shift from isolated proprietary systems to an integrated, collabora-tive environment resulting in a secure, customer-focused view that transcends geography.


Manufacturers today face a variety of global challenges posed by technological advances and driven by competition:

Shrinking profit margins and rising labor costs

Inability to pass on rising energy costs to customers

New regulations and compliance issues

Such challenges have resulted in various industry-wide responses, including:

Moving operations to remote production facilities

Increased use of outsourcing and out-tasking

Rapid adoption of new technologies

New approaches to satisfy customer needs and ensure loyalty

Implementing collaboration and productivity measures

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Meeting Challenges with Cisco Intelligent Networked Manufacturing

Ethernet technology, with its reliance on a single open standard, pro-vides an alternative to proprietary networks by enabling manufactur-ers to have different Ethernet networks work together as one merged network. An Ethernet-controlled network also extends the rapid exchange of information to the factory floor, providing substantial value-add to business operation activities.

The Ethernet standard can cause security concerns for manufactur-ers as it becomes more commonly used on factory floors and prolif-erates in the industry. The Cisco Self-Defending Network eases this concern by providing network-wide system security that enables networks to identify, prevent, and adapt to threats by providing:

Threat defense

Trust and identity

Secure connectivity


ERP Vendors and Their PartnersThe ERP vendors prefer using an interactive network that improves value and versatility of their solutions. Whether used to retrieve data from the factory floor for executive dashboards or to enable RFID solutions in their portfolios, they need a very secure and reliable network. The most commonly used providers are SAP, Oracle, and Microsoft. In the manufacturing vertical, other vendors offer software to help manage the supply chain and the plant floor. To enable effec-tive communication, vendors require a secure environment that can be provided by i2, UGS, Dassault, and others.

Hardware vendorsManufacturing solution providers such as Siemens, Rockwell (and Allen Bradley), Schneider, ABB, Honeywell, and others are moving to Ethernet-based networks so that some of their devices can move from proprietary to open-standard networks. Customers often pur-chase industrial Ethernet solutions from such vendors.

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What Manufacturers Want and Need

Production line efficiencies

Global supply chain visibility and management

Cost reductions while enhancing accuracy of inventory, ship-ping, and receiving capabilities

Flexibility to adapt to changing market and customer demand

Ability to shift customer perceptions from “cost” to “value”

Metrics of Success

Reduce time to market

Increase speed of operations

Fully integrate supply chain

Flexibility to ramp production as needed

Streamline design for manufacturability

Improve quality

Performance analysis

Early warning systems

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Order management

Component/assembly traceability

Lower costs

Increase flexibility

Optimize capacity

Reduce inventory costs

Improve business processes

Key Decision Makers

Connected ManufacturingControls Engineer

Plant Manager

IT Manager

Supply Chain VisibilityVPs of Supply Chain, Logistics, IT/IS

Director/Manager of Compliance

VP of Operations

Real-Time ManufacturingManaging Director

CEO, CIO, COO

VP of Operations


Create a COLLABORATIVE standards-based manufacturing environment

Provide VISIBILITY throughout the organization, the supply chain, and with partners and customers

Enable FLEXIBILITY to manage operations remotely and react quickly

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Ensure SECURITY for all business communications across all parts of the organization

Lower TOTAL COST OF OWNERSHIP

Hook Statements

We work with many manufacturing companies and understand that to succeed today, you need to respond to customers faster and create value that extends beyond a quality product. We realize that for you to make the right decisions you need access to information often hidden within your production environments.

I would like to schedule time with you to show you how Cisco solu-tions can give you visibility throughout your entire organization and supply chain plus the flexibility to react in the fastest possible time.

I have been working with manufacturing companies and I often hear that they face many challenges in managing their supply chain. They point out their need for better visibility of their goods, inventories, and assets as well as the increasing needs for better collaboration with suppliers and partners. Are you facing the same challenges? (If yes) I would like to share with you how we’ve helped other manufac-turers, then discuss solutions we can offer to solve problems specific to your organization.

Sample Probes

Growing Customer Demands: Customers increasingly demand greater flexibility and just-in-time service.

Do your customers change their production/delivery sched-ules with little warning? Does your inventory match demand, or do you frequently experience excesses and shortages? Are your product development cycles keeping pace with demand?

Lack of Visibility into Production Processes: Without accurate tracking throughout the production cycle, manufacturers have a dif-ficult time calculating orders or customer profitability.

Are you losing money expediting orders for your key customers? Are your profits shrinking, even when business is expanding?

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Do you know who your most profitable customers are? Can you accurately gauge total cost to serve your customers?

Improving Service and Reducing Costs: Web-enabled tools can help manufacturers streamline internal processes and become more competitive.

Are you offering customers order placement and tracking services online? Are your competitors offering such services? Are you purchasing materials and supplies at the lowest cost possible? Are you using the Internet to expand your customer base? Are you facing high costs for HR, benefits management, and training?

Are you prepared to meet the needs of a fast-growing, geo-graphically dispersed customer base?

Solutions

The Cisco Intelligent Networked Manufacturing vision is based on a single, open, intelligent, standards-based Ethernet platform, which links together a new generation of collaborative applications that integrate information and processes spanning the entire manufactur-ing workflow. These solutions can dramatically increase visibility and flexibility across major portions of a manufacturing organization.

Connected ManufacturingProvides a foundation to connect the entire enterprise while ensuring maximum security

Enables better internal communication among different busi-ness units

Enhances manufacturer’s ability to manage compliance and regulatory mandates

Expands visibility of operations and production to more divi-sions of the company, enabling improved decisions (e.g. better scheduling, more efficient inventory management, etc.)

Gives manufacturing executives control over distributed pro-duction environments

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Supply Chain VisibilityExtends the secure foundation out to partners and suppliers for better supply chain integration

Enables collaboration for efficient inventory, work in progress, and other goods management

Provides the infrastructure to adopt new technologies such as RFID and WiFi tracking to improve visibility and management of goods and assets

Helps manufacturers reduce supply chain costs and improve inventory and asset utilization

Real-Time ManufacturingExpands on the Manufacturing Business Evolution platform to increase communication internally among different depart-ments of the manufacturing company and externally with part-ners, suppliers, and customers

Provides a flexible, virtualized platform to change business processes and appropriate resources faster while improving asset usage

Helps manufacturers differentiate themselves from the compe-tition by responding faster to custom demands, reacting more quickly to changes, and reducing operating costs to improve profitability

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Real Estate and Construction

The core business case for the Cisco Connected Real Estate frame-work is the convergence of IT systems and building systems onto a single IP environment. The primary goals are to:

Reduce capital expenditures (CapEx) and operational expendi-tures (OpEx) for key stakeholders over the lifecycle of a building

Allow building owners and operators to develop new revenue streams or business models

Create more flexible and productive workplaces that enable new working practices and improve collaboration across the organization

Enhance health, safety, and security for a building’s occupants

The Cisco Connected Real Estate solutions begin with the con-vergence of various networks using the open IP standard, which streamlines processes by providing a single standard for all building and IT systems. This section of the Vertical Markets Sourcebook will help you understand applications of the Connected Real Estate framework and to begin identifying key market targets.


Most modern buildings are initially equipped with multiple propri-etary networks for operating the building automation systems and associated devices, such as HVAC, security and access, and fire and safety, plus separate telecom and data networks, resulting in:

Complex operations procedures

High installation, integration, and maintenance costs

Limited automation functions

Communications systems that are not integrated or are limited to telephony and e-mail

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The Cisco Connected Real Estate framework is based on merging IT with a building’s existing systems. Establishing a single IP network for communications (voice, video, and data) that connects the building’s major systems (HVAC, lighting, energy, video surveillance, and ac-cess) creates unprecedented opportunity for key stakeholders in the building’s value chain.

A single IP network enables the management and delivery of all major operational processes and tenant services in an efficient, centrally operated manner. The following figure illustrates how key systems are integrated onto an open-standards-based building network that allows for centralized monitoring and control.

The prospect of reducing both capital and operating expenses over the lifecycle of a building gives a powerful incentive to install such a centralized IP open-standards network early in the building’s construction process. Such networks allow building owners and operators to devise new business models with additional revenue streams, create more productive workplaces, and improve the health, safety, and security of building occupants.

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Application partners are essential to realize the impact of an intel-ligent information network. In particular, to achieve the full comple-ment of benefits associated with the Cisco Connected Real Estate solution, Cisco offerings must integrate with building automation systems and property management systems, as well as physical and data security systems.

What Real Estate and Construction Stakeholders Want and Need

Customers increasingly demand a scalable capability to connect, monitor, integrate, and control functions in a single building or group of buildings.

Stakeholder goals include:

Reducing capital and operating expenses

Developing new revenue streams or business models

Creating more productive and flexible workplaces

Improving health, safety, and security

Metrics of Success

The Cisco Connected Real Estate framework creates value and opportunity for building developers, owners, and occupiers. An intel-ligent, connected building uses the power of the network to:

Reduce capital costs during construction

Reduce operating expenses over the building’s lifecycle

Improve connectivity among building systems

Develop new revenue streams

Allow tenants to focus on their core businesses

Create safer buildings

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Key Decision Makers

Building Owners

Developers

Facilities Managers

Real Estate Executives

CIOs

CFOs


Cisco Connected Real Estate uses the open IP standard to stream-line the network environment by providing a single connection and process for all IT and building systems.

This provides immediate and long-term value to key stakeholders:

Generates revenue streams

Enables workplace productivity

Reduces building lifecycle costs

Improves health, safety, and security

Hook Statements

Are you concerned about the increasing operation and maintenance expenses associated with owning a building?

Would you be in interested in learning how you can reduce your overall energy costs associated with your real estate ventures?

Let’s talk about how we help our customers proactively to address and manage current and emerging regulatory requirements for network security.

Can we discuss how we can help our customers to reduce the com-plexity of their communications network?

I’d like to speak with you about how our Unified Communications solution is helping our customers offer better, more convenient customer service.

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Sample Probes

What are the plans for your business’s growth in the next year? The next five years? How many new employees do you expect to add? How many new offices do you expect to open? How much square footage do you intend to add to your real estate portfolio?

Which groups of your employees would gain the most productivity with better, faster access to information?



Which would you say your organization better offer employees and customers—an easy-to-use network or a highly secure network?

What deficiencies in your network cause you to lose sleep at night? How do you know when you have had a security breach in your network?

Solutions

Cisco Connected Real Estate is a solution framework that creates value and opportunity for building developers, owners, and tenants. The Connected Real Estate vision is based on convergence of IT and building systems. A single IP network for communications (voice, video, and data), also connects the building’s primary operational systems to create opportunities for key stakeholders in the building’s value chain.

DataBy providing the capability for high-speed data services through the installation of an optical network, a building owner can quickly provide tenants with ready-to-go, high-speed Internet access. Us-ing this service, tenants can avoid time-consuming and expensive cabling projects. Building owners can provide this connectivity as a paid service, thereby generating a new revenue stream.

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Wireless Data Building owners and managers are beginning to offer �02.11 wire-less networking (WiFi) access to tenants and building visitors by in-stalling wireless hotspots throughout their buildings. In some cases, WiFi connectivity is offered to tenants as a paid service in a utility model that serves to drive incremental revenues. In other cases, WiFi is offered as a complimentary service designed to attract new ten-ants and minimize vacancy rates.

Unified Communications By replacing traditional private branch exchange (PBX) systems with Cisco Unified IP Phones, building owners can offer their tenants a range of advanced phone-based services, including:

High-quality voice communications, messaging services, and unified communications

A range of data services, including Internet connectivity, e-mail, and even phone-based video conferencing

Integration with emergency communications systems that can broadcast live or pre-recorded messages in voice or text directly to the displays of Cisco Unified IP Phones during times of emergency

Integration with property management systems so that phone-based requests for services, such as routine maintenance, can be automated

Building owners benefit because they can attract new tenants and derive new revenues from leasing voice services to tenants. Tenants can obtain advanced voice services cost-effectively, while minimiz-ing up-front capital expenditures.

Video Business Services Using a Cisco network infrastructure, building owners can offer busi-ness tenants the ability to use network-based video for applications that include:

Video conferencing

Live IP/TV broadcasts and video-on-demand (VoD)

E-learning and distance learning

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Next-Generation Video Entertainment By deploying a high-speed network infrastructure throughout their multi-tenant units (MTUs), property owners can offer tenants and guests advanced video services over a common communications platform. Such services may include:

Internet and e-mail access via TV

Video-on-demand, with a wide range of titles and flexible start times

Local information services

Advertising and content services

Media systems and digital signage

Cisco Connected Real Estate also enhances the competitive value of commercial real estate:

Consolidating communications and building automation sys-tems into a single IP network, managed from a central location, is more efficient than managing multiple, disparate onsite sys-tems, resulting in cost savings

Offering value-added services based on converged technolo-gies appeals to tenants who will pay higher rents or buy incre-mental services (such as Internet access and unified commu-nications), saving money and time by not having to use several third-party vendors

Enabling multiple building automation vendors and operators to monitor and proactively manage building automation sys-tems with fewer onsite visits increases efficiency

Cisco is the only IP networking vendor that offers a vision for integrating IP networks and partner-delivered building automation systems for the purposes of transforming the commercial real estate business. As the worldwide leader in networking for the Internet, Cisco has an established reputation for outstanding service and support, strong industry partnerships, and a comprehensive product and solution portfolio.

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Retail

Retail industry spending on IT development is projected to expand at an aggressive six-percent compound annual growth rate over the next five years, according to IDC. Forrester Research attributes much of the current IT spending to the need for retailers to be more customer-service oriented. The competitive global retail environ-ment is driving retailers to focus on:

Improving customer satisfaction by enhancing the shopping experience

Boosting productivity by connecting people, places, and information

Increasing revenue by improving decision-making through utili-zation and delivery of data

To thrive in such a difficult and ever-changing environment, retailers must achieve greater control over their ability to obtain, use, and share critical and time-sensitive information. Retailers must move from being reactive to being proactive by transforming data into actionable intelligence. The Cisco Intelligent Retail Network initiative is designed to enable retailers to make this crucial transformation.

The Cisco Intelligent Retail Network consists of a modular, intelligent information network with advanced video, voice, and mobility capa-bilities that enable retailers to manage entire businesses in real time. Intelligent Retail Network solutions provide retail executives, manag-ers, and employees with actionable intelligence, enabling them to accelerate decisions, streamline tasks, settle transactions, and increase sales—maximizing return on their network investments.


Challenges and trends in the retail industry include:

Intense competition driven by the rise of discounters and expansion by global retailers

High operating costs

Thin—and declining—profit margins

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Stagnant same-store sales

Low employee productivity and product knowledge

Declining customer loyalty and increasing customer expectations

To counter some of these challenges, retailers need to:

Create new sources of revenue and value-added services

Establish greater supply chain collaboration to reduce out-of-stock conditions and cut costs

Improve utilization of vital information to improve management and investment decisions

Meeting the Challenge with Cisco Intelligent Retail Network Solutions

Leading retailers are implementing Web-based and wireless technologies to shift from a product-centric emphasis to a more customer-centric focus, thereby enhancing the ability to serve customers across channels, both in the store and online. Automating administrative processes cuts costs and improves service. Cisco Intelligent Retail Network solutions primarily target the retail store, providing a modern network infrastructure that enables Web-based and wireless technologies retailers need to streamline business processes and increase revenue.

Intelligent Retail Network Solutions deliver:

Store automation

Mission-critical mobility

Unified communications

In-store media


Cisco is working with the leading application companies in the retail industry. This includes Oracle, SAP, Kronos, Workbrain, IBM, NCR, Siemens and Wincor-Nixdorf. These application partners provide

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retailers with essential information on inventory, point of sale, em-ployee time and attendance management, and store merchandising mixes. Relationships with these leading companies enable Cisco to offer comprehensive, integrated solutions-applicable over the entire retail value chain. Cisco solutions allow retail businesses to increase revenue, drive employee productivity and enhance the customer shopping experience.


What Retailers Want and Need

For retailers, tough competition, declining margins, and the need to develop new sources of revenue are motivators for business objec-tives that include:

Increasing revenue

Cutting operating costs

Improving productivity

Meeting or exceeding customer expectations

Improving supply chain visibility

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Metrics of Success

Retailers taking advantage of the Cisco Intelligent Retail Network so-lutions can thrive by shifting their network foundation from outdated, inefficient ways of doing business to leaner processes based on new business models that emphasize maximizing:

Year over year (YOY) sales

Same-store sales

Net profit margin

Inventory turns

Items per sale

Average sale amount

Customer loyalty

Brand recognition

Key Decision Makers

Retail Store Owner

Chief Executive Officer

Chief Financial Officer

Chief Information Officer

VP Store Operations

VP Marketing

VP Customer Service

VP Supply Chain/Logistics

VP Merchandising

VP Purchasing

Store Manager

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The Cisco Intelligent Retail Network Value Proposition

A modular, intelligent information network, with advanced video, voice, and wireless capabilities allows retailers to:

Efficiently and effectively manage the entire business, from supply chain management to customer support

Get actionable information, from anywhere in the organization, quickly enough to have a meaningful impact on operations

Dramatically improve operational efficiencies, increase employ-ee productivity and customer satisfaction, and transform stores into empowered environments

Hook Statements

I’d like to speak with you about how the Cisco Unified Communica-tions solution is helping our customers offer better, more convenient customer service.

Can we meet to review how we are helping our customers reduce the complexity of their communications network?

Let’s discuss how we are helping our customers proactively address and manage the current and emerging regulatory requirements, such as PCI, for network security.

What is the state of your multi-channel integration efforts?

What are you doing to address shrinkage and out-of-stock items?

Sample Probes

What are the plans for your business’s growth in the next year? The next five years? How many new employees do you expect to add? How many new offices do you expect to open?



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Which would you say your organization does better: Offer em-ployees and customers an easy-to-use network or a highly secure network?

Which deficiencies in your network cause you to lose sleep at night? How do you know when you have had a security breach in your network?

Solutions

Cisco Intelligent Retail Network solutions enable retailers to become proactive rather than reactive by transforming data into actionable intelligence—delivering the right information, to the right place, at the right time:

Store AutomationTransforms dialup into a high-speed, secure broadband con-nection using WAN and VPN technology, allowing fast commu-nication among corporate offices, other stores, suppliers, and customers

Allows fast access to multiple data sources from any location, improving store connectivity and agility

Provides a flexible and scalable foundation, allowing retailers to upgrade networks while better using their initial investment

Mission-Critical MobilityWLAN infrastructure enables retailers to use a variety of mobile devices such as PDAs, scanners, and mobile POS systems, increasing productivity and customer satisfaction

Wireless solutions enable access to data from anywhere in the store, allowing more time for helping customers

Enables a variety of wireless supply chain technologies such as RFID to ensure that retailers have the right items and quanti-ties in stock

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Unified CommunicationsEnables the smooth flow of information across multiple chan-nels, including IP phones, Web-based kiosks, and IP-enabled contact centers

Helps retailers reduce the total cost of ownership of their net-work assets by means of a single network that can manage voice, data, and video

Increases productivity and cuts operating costs using IP-enabled appliances

Provides resources for employees, store operations and store management

In-Store MediaAllows retailers to transmit rich media through in-store broad-casting and Web-based kiosks

Creates additional revenue streams from manufacturers by means of in-store advertising, influencing customers at the point of purchase

Increases sales, plus improves customer service and store lay-out with IP-based video cameras so retailers can track custom-ers’ buying and behavior patterns

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State/Provincial and Local Government

The expectations for state/provincial and local government agencies are changing. Rising constituent demands, economic pressures, internal changes, and security concerns are creating new priorities for these organizations. Agencies are looking for new ways to adapt to these requirements and position themselves to provide more ef-ficient, effective services.

State/provincial and local governments have long used IT to pro-vide support for their primary business operations and to deliver information and services to the public. However, short-term, tactical approaches to IT planning are no longer adequate to meet new ex-pectations that the public sector faces today. Government agencies are adopting a more strategic view of the network and re-evaluating business processes in order to meet new demands in the near term and prepare for the challenges that lie ahead.

What are some of the primary opportunities in State/Provincial and Local government (SLG) vertical market?

According to research firm INPUT, the total SLG IT market is pro-jected to grow at a strong �.� percent in 2006. Thereafter, assuming continued economic growth and the added incentive to move initia-tives forward in the face of what could be a dramatically changing political climate in 200�, the SLG sector is expected to invest even more aggressively through 200� with growth at 10.6 percent.


The primary challenge today is that SLG business processes and supporting IT infrastructures are generally not adequate to support escalating service demands in several areas:

Limited community access to resources�� Governments want to extend the network to provide vital information and resourc-es that will reach the entire communities they serve.

Inadequate communications and collaboration�� Governments are seeking ways to increase communication and collabora-tion across offices, agencies, and departments; and to improve interactions with constituents.

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Limited field productivity�� Governments need to improve field productivity by providing faster access to vital information and resources.

Gaps in protecting privacy and information�� Governments recognize the importance of protecting information and privacy—of their organizational infrastructure and of their constituents.

Risks in recovering quickly from emergencies�� Governments need to be able to ensure the continuity of operations through-out an emergency.

Meeting the Challenge with Cisco Connected Communities

Imagine a connected community—one that connects governments and their employees with community-based organizations, suppli-ers, and constituents by a combination of new technologies and pro-cesses. Connected Communities is the Cisco vision for networking citizens and their places of business with the government and the rest of the community, in a manner that fosters individual choice and improved quality of life. Among the success stories of Connected Communities, the common thread is process change, enabled by secure network solutions such as:

Cisco Core Infrastructure

Cisco Wireless Solutions

Cisco Unified Communications

Cisco Security Solutions


Application partners—enablers of the Connected Communities vision—provide effective solutions to solve critical governing and public safety needs on a regional or local scale. Some examples:

Berbee Information Networks is the leading provider of IP paging solutions for operational and emergency use. Integrating Berbee’s InformaCast IP paging and IP communications software with the Cisco Unified Communications platform, public-sector organizations

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can now add new command and control capabilities for emergency broadcasts, irrespective of their physical location. The solution enables law enforcement, hospitals, emergency services, public transportation hubs, and other organizations to deliver and receive notifications and emergency information, thereby connecting an entire chain of command with actionable information.

CML Emergency Services has been a trusted leader in emergen-cy communication systems for more than 2� years, with products in more than 1200 installations worldwide. CML helps Cisco address the most mission-critical aspect of public safety: the �11 environment. The Cisco/CML solution for Public Safety Answering Points (PSAPs) captures important information from callers and quickly forwards it to responders so they’ll arrive at the scene of the emergency with as much accurate and actionable information as possible.

Intel and Government Technology Magazine sponsor the Digital Communities global initiative. The Digital Communities program brings together technology leaders and progressive cities world-wide to plan and deploy advanced mobile digital services for communities. With wireless technology from companies like Cisco, Intel, Panasonic, and Intermec, community employees can connect to applications and databases while on the move, enhancing their efficiency and effectiveness. First responders receive accurate data quickly in the field, reducing response time, saving lives, and mini-mizing property damage.


State and local agencies seek long-term trusted advisors to provide business solutions to facilitate meeting short- and long-term objectives. Using the Cisco Smart Business Roadmap, government challenges can be addressed by a customized long-term IT plan. Such a plan allows strategic investment in Cisco Smart Business Communications at the agency’s pace in a manner to create lasting business value. The following chart shows how government agencies might deploy solutions over time to meet strategic business objectives. The primary objective is to create a complete

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connected community, where agencies are aligned to share resources and technologies in ways that efficiently deploy and maintain new citizen services.

What State/Provincial and Local Governments Want and Need—Market Drivers

Governments are under continuous pressure to provide access to resources necessary to improve services and the quality of life for employees and citizens.

Public Safety and SecurityGovernments strive to provide a safe environment that protects members of the community and provides first responders with instant access to accurate information and resources that allow them to be more effective.

Service EffectivenessGovernments seek ways to provide employees with the resources and seamless communication and collaboration tools that allow

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them to interact with citizens and each other to make timely, accurate decisions.

Citizen EmpowermentGovernments need to allow citizens simplified access to important resources necessary to solve problems, complete tasks, and facili-tate active participation in government.

Economic GrowthImproving employee and citizen services in a safe environment fosters economic development and growth across the community through increased business and enhanced quality of life.

Social InclusionGovernments recognize the importance and obligation to provide—to the broad community—access to important resources that can raise the general standard of living through increased knowledge and better access to vital health, educational, and social services.

A Connected Community

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Metrics of Success

The Cisco Intelligent Information Network improves the capabilities for governments to protect, service, and foster thriving communities; while reducing costs.

Improved public safety and security—React and respond effectively while achieving goals of preventing problems from occurring whenever possible

Increased service effectiveness—Make timely and accurate decisions, especially at the point of need

Greater customer empowerment—Solve problems, complete tasks, and conduct transactions right away

Increased social inclusion—Improve health, social, and educa-tional standards of the community at large

Improved economic development—Attract and retain vital business investments and other community resources

Optimized IT infrastructure—Achieve the operational efficien-cies of a converged network

Key Decision Makers

Business Decision MakersState CIO

Key Legislators

Mayors and Governors

Chief of Staff

City Manager

County Manager

Agency Directors for

Taxation

Employment

Social Welfare

Transportation

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Criminal Justice

Technical Decision MakersIT Director

Network Manager

Voice Infrastructure Manager


Cisco offers unmatched technical expertise, unrivaled partnerships, and highly interoperable solutions. Governments around the world are building on their Cisco foundation infrastructures, adding valu-able advanced technologies such as Cisco IP Unified communica-tions, integrated security, and wireless networking solutions to create connected communities.


Are you concerned with economic development in your com-munity? Do you view technology as a way to help drive economic development?

We have found that economic development is a top priority for many state/provincial and local governments. Communities that can provide educational excellence, effective government-to-business services that attract business investment, and safe environments are using advanced network technology to drive economic growth in their communities.

Do you want your public safety agencies to have greater operational and situational awareness so they can make the best decisions and deliver actionable information from wherever they happen to be?

Agencies recognize the critical need to provide first responders in the field with a better picture of the situation at hand in order to improve their responses and reactions. They take advantage of IP Unified communications, mobility, and security solutions that provide increased flexibility accessing applications on demand throughout the chain of command.

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Has your agency encountered instances where accessing vital in-formation—including voice, video, and data—at the scene of a crisis would improve efficiency and effectiveness of response?

Does your information network incorporate the latest technologies, security and industry standards such as Internet Protocol and �02.11 WiFi to safeguard your community?

How do your field personnel currently access information and file reports? Have these procedures caused any problems?

What communications strategies are you using to increase efficien-cy, reduce administrative overhead, and increase productivity?

How are you enabling your public safety officers to spend more time in the field and less time in the office?

Is your agency currently tasked with providing citizen services that your current network infrastructure cannot support? Are constrained budgets making this even more difficult?

Is your current network capable of meeting future demands? Are you prepared to offer new technologies and services as they arise with the current network, involving both voice and data? Do you view your network as a strategic asset?

Is your network dynamic and resilient enough to provide your agen-cy with all necessary critical applications and data in times of crisis?

Solutions

Cisco network solutions provide the foundation on which regional and local governments can base new ways of doing business.

Cisco Core Infrastructure—Connects people across the commu-nity to vital information and resources by means of a robust, reliable, and flexible network.

Cisco Outdoor Wireless Solutions—Delivers higher levels of responsiveness, safety, and efficiency by enabling people and infor-mation to be mobile and secure. These solutions:

Improve the safety of first responders and citizens•

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Maximize first responder presence and effectiveness in the community

Improve employee efficiency and productivity

Expand the reach and scope of community services while holding down costs of operation

Create a business- and visitor-friendly, technology-savvy com-munity image that encourages economic development and tourism

Cisco Unified Communications for SLG—Delivers comprehensive and cost-effective productivity-enhancing communications solu-tions that:

Foster interagency communication and collaboration

Increase responsiveness of services and ease of use

Allow more efficient and cost-effective use of resources

Facilitate secure, reliable communications over multiple channels

Improve collaboration and response times with IP Unified Communications, resulting in greater safety and satisfaction among citizens

Cisco Integrated Security Solutions—Incorporate best-in-class network security (firewall, VPN, intrusion prevention) with the Cisco end-to-end network. These solutions maintain the highest levels of security protection throughout the network, whether wired or wire-less to:

Enable secure access to confidential citizen data

Curtail operational disruptions and delays

Increase network speed and availability

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Tourism

The tourism industry, comprised of guest hotels and mixed-use properties (e.g., condominiums and guest rooms), is experiencing unprecedented growth on a global scale. In particular, the emerg-ing markets are experiencing double-digit growth that should continue through the year 2010. Meanwhile, the U.S. and Western Europe have major opportunities for new builds as well as retrofits of existing properties. The environment for property developers and owners requires a flexible, secure and scalable platform to meet guest expectations, achieve operational efficiency objectives, and remain competitive.

The Cisco Connected Hotel solution is an intelligent information network that enables hotels to deliver and support a continuously expanding suite of innovative new guest services. In addition, the solution provides greater control and efficiency in managing hotel operations. The Cisco Connected Hotel is a sustainable solution that can grow and scale as guest experience and operational require-ments evolve.


Evolving and disparate guest expectations—hotels and prop-erty owners are servicing multiple generations of guests (including Generation X, Generation Y and baby boomers) with diverse needs

Declining revenues from sources based on older technologies approach obsolescence—e.g., in-room telephone services

Difficulties identifying, installing and maintaining newer tech-nologies that will provide new revenue streams

Global competition, giving consumers more choices than ever before

Revenue per available room (RevPAR) challenged by expanded role the Internet plays in room reservations, e.g., travel sites offering significant discounts on hotel rooms

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Hoteliers and property owners looking for new ways to differ-entiate their offerings from the competition to encourage guest loyalty

Growing physical and data security concerns, along with asso-ciated new compliance obligations that may accompany such concerns


The Cisco Connected Hotel solution is based on the principles of the Cisco Intelligent Information network. Specifically, embedded technologies guarantee quality of service and high levels of security and resilience, resulting in the need for far less troubleshooting and repair work. All network components are built on open standards and technologies with hardware, software, and services designed to support constantly changing business requirements. Networked applications and services can be managed centrally and distributed in real time to remote locations.

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The complexity associated with building, operating and maintaining a guest or mixed-use property requires the integration of a variety of technologies and application solutions. Cisco is working with leading companies providing such technologies and applications to ensure Cisco solutions are interoperable with their offerings. In particular, companies such as Percipia and Nevotek provide the essential applications for the Cisco Unified Communications platform to inte-grate with leading property management systems.

Cisco has relationships with a variety of other partners providing key applications. For example, Nomadix, Neos and Pivod offer enhanced and in-room technology features that can be integrated with Cisco solutions. In addition, Cisco is working closely with HVAC and build-ing automation companies to ensure integration of environmental controls in a property over the IP infrastructure of the Cisco Con-nected Hotel.


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What Tourism Stakeholders Want and Need

Generation of new revenue streams

Enhancement of the guest experience

Improved hotel operations and staff productivity

Reduced real estate costs

Integrated view of operations across all aspects of the property, including back office, front office, restaurants, food and bever-age departments, and various auxiliary offerings (e.g., spas and golf courses)

These goals apply to all hotel operating models, including groups, brands, franchises, mixed-use and independents.

Metrics of Success

Primary objectives are to achieve a competitive advantage built on new, improved, and sustainable revenue streams, while reducing operational and capital expenses over the lifecycle of the hotel.

Enhanced Guest ExperienceHigh-speed Internet access

Interactive TV and video-on-demand

Customized room experience

Interactive telephony

E-mail/fax/messages via the TV

Operational ImprovementsFaster room turnover

Reduced network cost and complexity

Customized billing

Seamless integration with property management systems

Centralized distribution of services

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Key Decision Makers

Property owners

Property developers

Property management companies

Tourism consultants

Architects

Hotel brand managers


The Value Is in ConvergenceThe Cisco Connected Hotels solution provides a sustainable, long- term business model based on real value. In the past few years, Cisco has cemented its place as the global company to help prop-erty owners fuse the Internet and other technologies with business processes to increase productivity, create revenue, and reduce costs.

Hook Statements

I’d like to talk to you about how we are helping our customers to pro-actively address and manage the current and emerging regulatory requirements for network security.

Can we discuss how we are helping property owners and develop-ers reduce the complexity of their communications network?

I’d like to schedule time to speak with you about how our Unified Communications solution is helping our customers offer an en-hanced customer experience.

Sample Probes

What are the plans for your business’s growth in the next year? The next five years? How many new rooms do you expect to add?


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Which would you say your organization does better: offer employees and customers an easy-to-use network or a highly secure network?

Where are the main deficiencies in your network that cause you to lose sleep at night? How do you know when you have had a security breach in your network?

Solutions

A major opportunity exists for hotels to merge disparate networks onto a single IP platform. The Cisco Connected Hotel:

Unlocks value for key stakeholders in the hotel value chain

Provides a platform for expanding guest services and staff resources

Reduces cost and complexity

Improves operational efficiencies

Reduces TCO of the network and provides flexibility, scalability, and improved security

Implementing state-of-the-art networking technologies can result in many benefits, including:

Unified CommunicationsUses next-generation IP-enabled endpoints

Enables rich content interaction through color touch screens

Is easily customized

Is multilingual—personalized per guest or employee

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Interactive TVIs IP-based

Allows customized-on-demand content

Uses a single infrastructure

Increases profit per room

Features on-screen fax and text messages

Fortified SecurityImproves incident control and surveillance—detects and deters problems

Allows operational efficiency and uses IP infrastructure

Grants instant access to data and images

Enables centralized management of the portfolio

Prevents loss and shrinkage

Supports sophisticated software

A growing suite of data, voice, video, mobility, and security solu-tions—ranging from wireless, high-speed Internet access to Unified Communications—allows guests and staff to automate and consolidate activities, eliminating many tasks that consume time and resources.

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Online Resources

The following online resources provide additional information on Cisco vertical solutions for small and medium-sized businesses.

† Denotes Cisco-internal Websites

* Denotes new addition for this Sourcebook.

Cisco Employees

Visit the Commercial Verticals Portal for the latest vertical informa-tion and collateral:

† Commercial Verticals Portal: wwwin.cisco.com/commercial/ verticals

† Sales Rack: wwwin-tools.cisco.com/sales/go/salesrack

Partners and Customers:

Cisco Partner Central: www.cisco.com/go/partners

Cisco Partner Central for Industries: www.cisco.com/web/partners/sell/industry/index.html

Cisco Industry Solutions: www.cisco.com/go/industry

Cisco Vertical Select: www.ciscopartner-verticalselect.com

Financial Services

Customers: www.cisco.com/go/financial

Financial Services Vertical Select Partners: www.ciscopartner- verticalselect.com

† Commercial Kits: wwwin.cisco.com/commercial/programs/ commercial_kits/vertical/financial_services/

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http://wwwin.cisco.com/commercial/verticals

http://wwwin.cisco.com/commercial/verticals

http://wwwin-tools.cisco.com/sales/go/salesrack

www.cisco.com/go/partners

www.cisco.com/web/partners/sell/industry/index.html

www.cisco.com/web/partners/sell/industry/index.html

www.cisco.com/go/industry

http://www.ciscopartner-verticalselect.com

www.cisco.com/go/financial



http://wwwin.cisco.com/commercial/programs/commercial_kits/vertical/financial_services/

http://wwwin.cisco.com/commercial/programs/commercial_kits/vertical/financial_services/

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Healthcare

Customers: www.cisco.com/go/healthcare

Reseller Partners: www.cisco.com/web/partners/sell/industry/healthcare/index.html

† Commercial Kits: wwwin.cisco.com/commercial/programs/ commercial_kits/vertical/healthcare

K-12 Education

Customers: www.cisco.com/go/education

Reseller Partners: www.cisco.com/web/partners/sell/industry/ education-k12/index.html

*† S/PLED Sales Team Website: wwwin.cisco.com/us-canada/ verticals/spled

† Commercial Kits: wwwin.cisco.com/commercial/programs/ commercial_kits/vertical/k-12

Legal

Customers: www.cisco.com/go/legal

Reseller Partners: www.cisco.com/web/partners/sell/industry/legal/index.html

Manufacturing

*Customers: www.cisco.com/go/manufacturing

Reseller Partners: www.cisco.com/web/partners/sell/industry/ manufacturing/index.html

† Commercial Kits: wwwin.cisco.com/commercial/programs/ commercial_kits/vertical/manufacturing


Customers: www.cisco.com/web/strategy/trec/index.html

† Workplace Resources Site: wwwin.cisco.com/wpr/org/ccre

www.cisco.com/go/healthcare

www.cisco.com/web/partners/sell/industry/healthcare/index.html

www.cisco.com/web/partners/sell/industry/healthcare/index.html

http://wwwin.cisco.com/commercial/programs/commercial_kits/vertical/healthcare

http://wwwin.cisco.com/commercial/programs/commercial_kits/vertical/healthcare

www.cisco.com/go/education

www.cisco.com/web/partners/sell/industry/education-k12/index.html

www.cisco.com/web/partners/sell/industry/education-k12/index.html

http://wwwin.cisco.com/us-canada/verticals/spled


http://wwwin.cisco.com/commercial/programs/commercial_kits/vertical/k-12

http://wwwin.cisco.com/commercial/programs/commercial_kits/vertical/k-12

www.cisco.com/go/legal

www.cisco.com/web/partners/sell/industry/legal/index.html

www.cisco.com/web/partners/sell/industry/legal/index.html

www.cisco.com/go/manufacturing

www.cisco.com/web/partners/sell/industry/manufacturing/index.html

www.cisco.com/web/partners/sell/industry/manufacturing/index.html

http://wwwin.cisco.com/commercial/programs/commercial_kits/vertical/manufacturing

http://wwwin.cisco.com/commercial/programs/commercial_kits/vertical/manufacturing

www.cisco.com/web/strategy/trec/index.html

http://wwwin.cisco.com/wpr/org/ccre

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† Sales Rack: wwwin-tools.cisco.com/sales/go/salesrack/verticals/services/constructionre

*† Sales Rack CCRE: wwwin-tools.cisco.com/sales/go/salesrack/verticals/services/realestate

Retail

Customers: www.cisco.com/go/retail

Reseller Partners: www.cisco.com/web/partners/sell/industry/retail/index.html

† Commercial Kits: wwwin.cisco.com/commercial/programs/ commercial_kits/vertical/retail


Customers: www.cisco.com/web/strategy/government/local.html

Reseller Partners: www.cisco.com/web/partners/sell/industry/ gov-central/index.html

*† S/PLED Sales Team Website: wwwin.cisco.com/us-canada/ verticals/spled

† Commercial Kits: wwwin.cisco.com/commercial/programs/ commercial_kits/vertical/state_local_gov

Tourism

* Customers: www.cisco.com/web/strategy/trec/index.html

*† Workplace Resources Site: wwwin.cisco.com/wpr/org/ccre

*† Sales Rack: wwwin-tools.cisco.com/sales/go/salesrack/verticals/hospitality/hospitality

http://wwwin-tools.cisco.com/sales/go/salesrack/verticals/services/constructionre

http://wwwin-tools.cisco.com/sales/go/salesrack/verticals/services/constructionre

http://wwwin-tools.cisco.com/sales/go/salesrack/verticals/services/realestate

http://wwwin-tools.cisco.com/sales/go/salesrack/verticals/services/realestate

www.cisco.com/go/retail

www.cisco.com/web/partners/sell/industry/retail/index.html

www.cisco.com/web/partners/sell/industry/retail/index.html

http://wwwin.cisco.com/commercial/programs/commercial_kits/vertical/retail

http://wwwin.cisco.com/commercial/programs/commercial_kits/vertical/retail

www.cisco.com/web/strategy/government/local.html

www.cisco.com/web/partners/sell/industry/gov-central/index.html

www.cisco.com/web/partners/sell/industry/gov-central/index.html



http://wwwin.cisco.com/commercial/programs/commercial_kits/vertical/state_local_gov

http://wwwin.cisco.com/commercial/programs/commercial_kits/vertical/state_local_gov

www.cisco.com/web/strategy/trec/index.html

http://wwwin.cisco.com/wpr/org/ccre

http://wwwin-tools.cisco.com/sales/go/salesrack/verticals/hospitality/hospitality

http://wwwin-tools.cisco.com/sales/go/salesrack/verticals/hospitality/hospitality

Index of CD Contents

* Denotes new addition for this Sourcebook.

CD Volume 1:

Financial Services

Case Studies

* AQR Capital PDF

AZSTCU Credit Union PDF

Bank Midwest PDF

* Beneficial Financial Group PDF

First Albany Financial Markets PDF

Johnson Inc. Insurance PDF

* Magnet Bank PDF

Video Banking (audio video) WMV

Video Unum Provident Insurance Company RAM

* Warner Pacific PDF

Customer Success Stories

* City National Bank PDF

* Greenstone Farm Credit Services PDF

* JDW Insurance PDF

* Legacy Marketing Group Story PDF

* Mountain America FCU Story PDF

* Richardson Financial IPC PDF

Customer Brochures

Branch of the Future PDF

Financial Markets Advanced Communications PDF

Financial Services PDF

Transforming Insurance PDF

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Industry Overviews

Article Insurance PDF

Industry Overview Banking PDF

Industry Overview Financial Markets PDF

Industry Overview Insurance PDF

Playbook Branch of the Future PDF

Playbook Transforming Insurance PDF

Slide Presentations

* Banking—The Network is the Platform PPT

Branch of the Future PPT

* Branch of the Future—Driving Innovation Retail Banking PPT

* Driving Innovation in Retail Banking and Insurance PPT

Financial Markets Advanced Communications PPT

* Proactive Risk Management, Regulatory Compliance and the Branch of the Future PPT

* Retail Banking SBR Architectures PPT

* Security & Compliance in Retail Financial Services— Europe Version PPT

* Smart Business Roadmap for Banks PPT

Transforming Insurance PPT

* Unified Video Conferencing in Retail Banks—Europe Version PPT

* Unified Video Conferencing in Retail Banks— Including Telepresence PPT

Sales Training

Branch of the Future PPT

Self-Defending Network for FI PPT

Transforming Insurance PPT

White Papers

Branch of the Future PDF

��

Check 21 PDF

Converged Trading Floor PDF

DDoS in Financial Services PDF

How to Sell Security to FS Firms PDF

Rethinking Insurance Network Infrastructure PDF

Self-Defending Network for FI PDF

Articles

* People's Federal Credit Union PDF

* Training on the Run FS Magazine PDF

CD Volume 2:

Financial Services (continued)

Multimedia Presentations

* Greenstone Farm Credit Services MS CRM Connector RAM

* Magnet Bank Unified Videoconferencing Story RAM

* Mountain America Federal Credit Union Unified Videoconferencing RAM

* People's Federal Credit Union Mobile Branch RAM

* Telepresence for Retail Banks BAI RDS WMV

* Warner Pacific RAM

Healthcare

Case Studies

* Alameda County Medical Center PDF

* Alexandra Hospital PDF

* Beijing Tiantan Hospital PDF

* Central DuPage Hospital PDF

* Eastern Goldfields Medical Division PDF

�6 ��

* Intermountain Healthcare PDF

* King Fahd Medical PDF

* Menninger Clinic PDF

* Overlake Hospital PDF

* Smart Systems for Health Agency PDF

Customer Presentations and Brochures

* Customer Health Brochure PDF

* Customer Medical-Grade Network Customer Presentation PPT

Customer Testimonials

* Swedish American Health Systems WMV

* Kaweah Delta Health Care District WMV

CD Volume 3:

K-12 Education

Convergence Case Studies

ABS VA School PDF

Boardwalk Communications PDF

Okanagan Skaha School PDF

Thayer Academy PDF

Customer Overview Presentations

Cisco Education Call Guide PPT

Primary Secondary Tops Down PPT

Direct Line

DL Brochure PDF

DL Customer Presentation PPT

IPT NPV Model XLS

IPT NPV Model User Guide PDF

�6 ��

Direct Line Case Studies

CCSD IP Telephony Deployment Guide PDF

CUSD Business Case PDF

FCPS Business Case PDF

LEISD Business Case PDF

LEISD Case Study PDF

Safe and Secure

IPVS Brochure PDF

Net Security Brochure PDF

Safe Secure Customer Brochure PDF

Safe Secure IP Video Surveillance Diagram PDF

Safe Secure Schools PPT

Safe and Secure Case Study

Grossmont PDF

School Messenger

* School Messenger Customer Sales Presentation PPT

* School Messenger Company Overview PDF

* School Messenger for UC Brochure PDF

* School Messenger for UC Datasheet PDF

* School Messenger for UC Sales FAQ DOC

Secure Wireless

Secure Wireless Brochure PDF

Wireless Customer Presentation PPT

Secure Wireless Case Studies

ABS Partner Story PDF

Primary Florida Wireless PDF

��

Video Conferencing

IP Video Conferencing for K-12 FAQ DOC

IP Video Conferencing Solution for K-12 PPT

Video Conferencing ROI User Guide PDF

Video Conferencing Solution Overview PDF

Video Conferencing ROI Mode XLS

Video Conferencing Case Studies

Bergen PDF

Denton IPV PDF

Legal

Customer Presentations

Legal Customer Final PPT

Legal EBC Presentation PPT

Customer Success Story

* McMillan Binch PDF

Partner Presentations

Legal Channel Sales Training Final PPT

Webcast Presentations

Legal End-User Webinar Speaker Notes PPT

White Papers

Enabling the Empowered Law Firm PDF

The Law Firm of the Future PDF

Manufacturing

Case Studies

Adept Technology WMV

Adept Technology PDF

* BAT Italia PDF

��

* Corrugated Supplies WMV

* Corrugated Supplies PDF

Customer Presentations

Collaborative Product Development PPT

Customer Interaction Network PPT

Demand Driven Supply Chain PPT

Ethernet to the Factory PPT

Intelligent Networked Manufacturing PPT

INM Audio Presentation APP

* Manufacturing Smart Business Roadmap (SBR) Architectures PPT


* Kia Canada PDF

Sales Training

Training on the Run PDF

* Manufacturing Fundamentals PPT

Solution Overviews

Collaborative Product Development PDF

Customer Interaction Network PDF

DDSC Ethernet to the Factory EXE

DDSC Network Blueprint PDF

DDSC Overview PDF

Ethernet to the Factory PDF

Ethernet to the Factory Blueprint PPT

Intelligent Networked Manufacturing PDF

White Papers

Protecting Manufacturers with Self-Defending Networks PDF

* A Roadmap to Productivity PDF

100 101

CD Volume 4:


Case Studies

Cisco Real Estate PDF

Dutch Construction Company PDF

Stent Construction PDF

Customer Presentation

Cisco Connected Real Estate PPT

Solution Overviews

Connected Office PDF

Connected Real Estate PDF

Connected Workplace PDF

Retail

Case Studies

Cisco Hot Topic Video WMV

Legal Video WMV

* Subway Subs Video (Internet connection required) WMV


Intelligent Retail Network Overview PPT


* Indigo Books PDF

Solution Overviews

Cisco Real Time Retail Program PDF

Cisco Store Connectivity Architecture PDF

Cisco Store Mobility Architecture PDF

The Store as a Medium Architecture PDF

100 101

Video on Demand

* LiteScape Application Partner Spotlight (Internet connection required) VOD


Cisco Outdoor Wireless Solutions

* Local Government BDM Presentation PPT

* Local Government How-to-Sell At-a-Glance PDF

* Local Government Sales Presentation PPT

* Local Government Solution Overview PDF

* Outdoor Wireless Leave-Behind Brochure PDF

* Public Safety BDM Presentation PPT

* Public Safety How-to-Sell At-a-Glance PDF

* Public Safety Sales Presentation PPT

* Public Safety Solution Overview PDF

Connected Communities

At a Glance External PDF

BDM Presentation PPT

Overview PDF

Poster PDF

TDM Presentation PPT

White Paper PDF

Making IPC White Paper PDF

Customer Success Stories

* City of Fredericton PDF

* City of Kelowna PDF

102 10�

Integrated Security for SLG


Overview PDF

Program Offers PDF


White Paper PDF

IP Unified Communications for SLG

Overview PDF

At a Glance PDF


Brochure PDF

Overview PDF


Tourism

Case Studies

Marriott Kuwai PDF

Santana Row US PDF

Sheraton Krakow PDF

* Hotel 1000 Luxury Hotel PDF


Cisco Connected Hotels PPT

Partner Presentation

Sheraton Krakow Hotel PPT

102 10�

Seminar-in-a-Box

Cisco Connected Hotels OFT

Tourism ME Best Practice PPT

Sales Playbook PDF

Telemarketing Script DOC

White Paper

Hotels PDF

Video Presentations

* Hotel 1000 Video WMV

* Nevotek Application Partner Spotlight (Internet connection required) VOD

* Percipia Application Partner Spotlight (Internet connection required) VOD

Online Resources

Online Resources DOC

10� 10�

10�

Notes

10�

106 10�

106

Notes

10�

10� 10�

10�

Notes

10�

110

CD Contents at a Glance

Volume 1

Financial Services

Volume 2

Financial Services (Multimedia Presentations)

Healthcare

Volume 3

K-12 Education

Legal

Manufacturing

Volume 4


Retail


Tourism

Online Resources

Printed in the USA P/N 930100107 March 2007

Vol. 1


Vol. 2


Vol. 3


Vol. 4


Cop

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. and certain other countries. Cop

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. and certain other countries. C

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Cis

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All r

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isco, Cisco Systems, and the Cisco Systems logo are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the U

.S. and certain other countries. C

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© 2

006

Cis

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All r

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isco, Cisco Systems, and the Cisco Systems logo are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the U

.S. and certain other countries.

Vertical Markets · strategy that can multiply sales in that vertical. Concentrate first on...

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