© 2010 Cisco Systems, Inc. All rights reserved. Cisco Confidential 1C97-574449-00
Introducing Cisco Voice and Unified Communications Administration
(ICOMM)
Cisco640-461
IT Certifications and Career
Paths
© 2010 Cisco Systems, Inc. All rights reserved. Cisco Confidential 5C97-574449-00
Why Unified Communications?
© 2010 Cisco Systems, Inc. All rights reserved. Cisco Confidential 6C97-574449-00
Agenda
Business Challenges Facing Small and Medium Businesses
How Unified Communications Can Make a Difference
Cisco® Unified Communications Success Stories
© 2010 Cisco Systems, Inc. All rights reserved. Cisco Confidential 7C97-574449-00
*Prioritized goals that CEOs may ask IT organizations to help drive
SMB Business Priorities for IT
Lowering operating costs
Acquiring / retaining customers
Improving workforce productivity
Improving product / process quality
Driving market offerings
Enhancing practices
Mindwave EMEA and U.S. research
© 2010 Cisco Systems, Inc. All rights reserved. Cisco Confidential 8C97-574449-00
Different Users, Different Styles, Different Workspaces
See Me, Contact Me,
Meet Me Online
Find Me, Follow Me
Call My Phone
© 2010 Cisco Systems, Inc. All rights reserved. Cisco Confidential 9C97-574449-00
Businesses Struggle to Keep Pace
EmployeeBusiness
Technology Advancements
Lack of Integration
Employee Preference
Users Taking Matters Into Their Own Hands
© 2010 Cisco Systems, Inc. All rights reserved. Cisco Confidential 10C97-574449-00
The Way We Work Is Changing and Technology Can Help
New and changing regulationsPoliciesSecurity
Empowered employeesCustomer intimacyLarger businesses
Social networks and Web 2.0Mobile workforceGreen initiatives
Legal SocietyCompetition
Operations across time zonesThe evolving workspace
Continuous connectivityReal-time information
TechnologyBusiness
UCUC
© 2010 Cisco Systems, Inc. All rights reserved. Cisco Confidential 11C97-574449-00
Using Unified Communications, You Can…
Secure My Business
Work from Anywhere
Be More Productive
Serve Customers
Better
Connect Everyone
Connect Collaborate
© 2010 Cisco Systems, Inc. All rights reserved. Cisco Confidential 12C97-574449-00
Unified Communications Can Make A Difference
… That Enable Connectivity and Collaboration
… to Help You Differentiate Your Business
Deliver Network and Communications Solutions …
…and Help Your Business Evolve
© 2010 Cisco Systems, Inc. All rights reserved. Cisco Confidential 13C97-574449-00
What Is Unified Communications?
© 2010 Cisco Systems, Inc. All rights reserved. Cisco Confidential 14C97-574449-00
It’s Just a Fancy Word for Voice
over IP.
It’s Just a Fancy Word for Voice
over IP.
It’s Voicemail in Your Email.
It’s Voicemail in Your Email.
Unified Communications – The Myths
It’s Just Skype.It’s Just Skype.
Whatever It Is, It’s More
Than I Need.
Whatever It Is, It’s More
Than I Need.
It’s Definitely Not for Small
Businesses Like Mine.
It’s Definitely Not for Small
Businesses Like Mine.
It’s Big, Complex, and Expensive.
It’s Big, Complex, and Expensive.
It’s Patching Things Together That Don’t
Work Together.
It’s Patching Things Together That Don’t
Work Together.
© 2010 Cisco Systems, Inc. All rights reserved. Cisco Confidential 15C97-574449-00
“Cisco Unified Communications solutions bring together voice, messaging, video, and desktop applications to enable companies to quickly adapt to market changes, increase productivity, improve competitive advantage and deliver a rich-media experience across any workspace.”
“Cisco Unified Communications solutions bring together voice, messaging, video, and desktop applications to enable companies to quickly adapt to market changes, increase productivity, improve competitive advantage and deliver a rich-media experience across any workspace.”
15
What Is Unified Communications?
© 2010 Cisco Systems, Inc. All rights reserved. Cisco Confidential 16C97-574449-00
Unified Communications Is Not a Product or Set of Products…
…Traditionally Diverse Modes of Communications…
…Helping You Quickly Adapt to Market Changes, Increase Productivity, and Improve Your Competitive Advantage.
…that Integrates, Unites, or Connects …
It is an Architecture…
© 2010 Cisco Systems, Inc. All rights reserved. Cisco Confidential 17C97-574449-00
Components of Unified Communications
Communications: Voice, data, and video
Messaging: Voice, email, video, and IM
Conferencing: Online, audio, and video
Application integration: Microsoft Office and CRM
Presence: IP phone, desktop clients, and call connectors
Common user experience: Desktop, phone, and mobility
Communications: Voice, data, and video
Messaging: Voice, email, video, and IM
Conferencing: Online, audio, and video
Application integration: Microsoft Office and CRM
Presence: IP phone, desktop clients, and call connectors
Common user experience: Desktop, phone, and mobility
© 2010 Cisco Systems, Inc. All rights reserved. Cisco Confidential 18C97-574449-00
The The Old Workplace ...Old Workplace ...
© 2010 Cisco Systems, Inc. All rights reserved. Cisco Confidential 19C97-574449-00
MobilityMobility
Virtual OfficeVirtual Office
Web PortalsWeb Portals
VideoVideo
Application IntegrationApplication Integration
Becomes the Unified Becomes the Unified WorkspaceWorkspace
© 2010 Cisco Systems, Inc. All rights reserved. Cisco Confidential 20C97-574449-00
Robust Phone Robust Phone System FeaturesSystem Features
Full Network Full Network Security Security
Secure Wi-Fi Secure Wi-Fi Access from Access from
Anywhere Anywhere
Tight Tight Integration Integration with Desktop with Desktop Applications Applications
Reliable Network Reliable Network InfrastructureInfrastructure
Full Line of Full Line of PhonesPhones
Only Cisco Can Deliver It All
Everything You Need to Unify Your Communications
Building the Unified Communications Experience for Small and Medium Businesses
© 2010 Cisco Systems, Inc. All rights reserved. Cisco Confidential 21C97-574449-00
The Phone Is Still a Phone, Cisco Just Makes It Easier and More Intuitive to Use
Four-digit extension-based dialing, even between different locations
Call forwarding and "find me, follow me" groups Elimination of long-distance charges for calls made
between different locations Conferencing in real time or Conference Bridge number
for scheduled calls Basic call center with dynamic call routing and agent to
group-level statistics On-phone directory look at personal, client, and company
contacts, plus missed, received, and placed call history Automated Attendant for auto direction to different
groups and a dial-by-name directory Call detail records that integrate with billing software and
department charge-back Intuitive end-user use of basic features such as transfer,
conference, hold, pick-up, and park
Screen Pop, Click to Dial
Basic Call CenterSingle
Number Reach
Voicemail in Outlook
Conference Bridge
Teleworker
Mobility
© 2010 Cisco Systems, Inc. All rights reserved. Cisco Confidential 22C97-574449-00
Take Advantage of Unified Communications Securely from Anywhere You Work
Home Office
Branch Office On the Road
With a Client
© 2010 Cisco Systems, Inc. All rights reserved. Cisco Confidential 23C97-574449-00
Cisco Unified Communications: Real Stories from Businesses Like Yours
© 2010 Cisco Systems, Inc. All rights reserved. Cisco Confidential 24C97-574449-00
Work from Anywhere
“Work is no longer a place. Work is where you are.”
Alan Sears, PresidentTBL Networks, Inc.
Virginia, USA
Cisco® Unified Communications helped TBL Networks look like a big company and fulfill a big company promise by making its staff easy to reach… in the office, at customer sites, at home, or on the move.
When customers or co-workers need to reach someone at TBL, they dial a single number that rings the staff member’s office phone, cell phone, and home-office phone. “We have just one phone number on our business cards, along with the line “How many phone numbers do you have?’”
Customers appreciate the simplicity, and the TBL staff appreciates the time saved.
http://preview.tinyurl.com/5t7cn2
© 2010 Cisco Systems, Inc. All rights reserved. Cisco Confidential 25C97-574449-00
Improve Productivity and Customer Service
“This is my workspace. When you work on cars, you trade time for dollars.”
Derek LathamSeyfer Automotive
Colorado, USA
With a Cisco® Unified Communications Solution, Seyfer technicians use wireless phones to talk to customers and access information from anywhere in the shop, so they do more and walk around less.
The Cisco system also provides a single point of administration for Seyfer’s firewall, wireless network, VPN connections for email, and more… in addition to managing the company’s phone system.
By saving the service manager 30 minutes a day, sales potential is increased by $200 to $400.
© 2010 Cisco Systems, Inc. All rights reserved. Cisco Confidential 26C97-574449-00
Improve Productivity
“Video changed the way we work with suppliers.”
When you’re working with suppliers half-way around the world, selecting materials can be a real challenge.
With Cisco® Unified Video Advantage, part of the complete Cisco Unified Communications Solution, a phone call becomes a video conference.
amaZulu can compare samples, make decisions, and begin product shipments in a fraction of the time.
To be more competitive, sometimes you have to change the way you work.
www.cisco.com/smb
© 2010 Cisco Systems, Inc. All rights reserved. Cisco Confidential 27C97-574449-00
Connect Your Phone and Desktop
“I do everything through my PC. I never touch the phone.”
Margaret ChaseEverything Tradeshows
Florida, USA
Cisco® Unified Communications Solutions do far more than integrate messaging by putting voicemail into your email.
Cisco Unified CallConnectors embed unified communications functions into the PC-based applications you and your staff use every day… Microsoft Outlook, Internet Explorer, applications such as Salesforce.com, and more.
You can place calls and answer calls without touching your phone… use presence capabilities to determine if a co-worker is available, send an instant message, transfer calls, and more.
© 2010 Cisco Systems, Inc. All rights reserved. Cisco Confidential 28C97-574449-00
Integrate Business Applications
“My staff spent 4 hours a day making appointment reminder calls. Now the system places the calls.”
One of the most powerful productivity tools integrated into the Cisco® solution built for Dr. Jayakar and Associates is the company’s automated appointment reminder system.
On-screen voicemail and separate mailboxes for patients, doctors, pharmacies, and insurance companies also increase productivity by reducing the time spent simply managing messages.
© 2010 Cisco Systems, Inc. All rights reserved. Cisco Confidential 29C97-574449-00
Secure Your Business and Offer Customers Choice
“With Cisco Unified Communications, we provide an exceptional business lounge experience.”
Christopher Lee, CEOGeek Terminal
Singapore
A place for business travelers to stop, Geek Terminal’s goal is to provide the best in communications technologies—to be the premier business lounge for the experienced traveler.
Applications developed by a Cisco® partner display live information on Cisco IP Phone displays, including flight arrival and departure information, news, and weather.
Geek Terminal also offers notebook PCs to customers with Cisco IP SoftPhone capabilities to enable them to make calls and receive calls from anywhere in the lounge.
© 2010 Cisco Systems, Inc. All rights reserved. Cisco Confidential 31C97-574449-00
What to Look For in a Unified Communications Solution
Complete solution that fits your business
Specialized local partners to guide you
Flexible purchase and finance options
Available service and support
Solution backed by a brand you can trust
Complete solution that fits your business
Specialized local partners to guide you
Flexible purchase and finance options
Available service and support
Solution backed by a brand you can trust
© 2010 Cisco Systems, Inc. All rights reserved. Cisco Confidential 32C97-574449-00
Cisco® Brand
Experience
Service
Support
Cisco CapitalSM
Partners
Technology and
Products
Cisco Solves the Challenges
© 2010 Cisco Systems, Inc. All rights reserved. Cisco Confidential 33C97-574449-00
Cisco’s Green Mission
Operations
Products
Solutions
Employees and Advocacy
Affecting How We Operate as a Business
Creating Efficiencies and Innovations in Our Products
Providing Solutions to Our Customers to Address Global Environmental Concerns
Inspiring Our Employees to Get Involved and Take Action
Forty-Three Percent of Small Businesses Have Been Asked by Large Customers About Their Environmental Practices.
© 2010 Cisco Systems, Inc. All rights reserved. Cisco Confidential 34C97-574449-00
Resources
Cisco.com Small and Medium Business: www.cisco.com/smb
Cisco® Unified Communications Business Advisor Tool for SMBs:http://www.ciscowebtools.com/ucbusinessadvisor
Forrester Research White Paper: Unified Communications for Financial Services SMBs:https://www.cisco.com/offer/14160/1/UCOffersValuetoSMBBusinesses-FS.pdf
Forrester Research White Paper: Unified Communications for Manufacturing SMBs:https://www.cisco.com/offer/14160/1/UCOffersValuetoSMBBusinesses-Manuf.pdf
Forrester Research White Paper: Unified Communications for Professional Services SMBs:https://www.cisco.com/offer/14160/1/UCOffersValuetoSMBBusinesses-PS.pdf
Top Related