1 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Introducing Cisco Unified Communications Karen Bissani Sr. Manager, Unified Communications Applications Product & Technology Marketing March 17, 2006 2 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 3 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Results in Delays and Missed Deadlines Unable to Reach Coworkers on First Try Have to Use Multiple Methods of Reaching Coworkers Communication Devices and Apps Proliferating Employees Increasingly Mobile Daily 52%Daily 36% Monthly 22% 6.4 Types of Devices 27% Traveling 1X Month Avg. Source: Sage Research Innovation Has Created Complexity 4 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Ineffective Communications Results in Project Delays and Work Slow Down How frequently does a project get delayed due to difficulty in reaching key decision-makers when needed? It occurs a few times per quarter: 51% It occurs on a regular basis (i.e., weekly or daily): 27% It seldom occurs: 19% It is not an issue: 3% It causes some slowdown: 62% It causes work to halt until the key decision maker becomes involved: 27% We can generally work around the issue: 11% What is the impact on the business when workgroups experience delays in reaching key decision-makers for critical issues? Base: 67 North American IT decision-makers Source: Forresters March 2005 Next-Generation Communications Study Source: Forrester Research 5 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Communications Business Process Integration 2006: Current Reality Business Event CRMERP II Industry App. Back Office 2000: The Vision Business Event Business Event Near Term FutureStreamlined Business Processes CRMERP IIIndustry App.Back Office Human Middleware Required 6 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Streamline Business Processes Speed Decision-Making and Streamline Business Immediate web, video and audio Agreement viewed by all parties Acct Rep call customer provides info and receives order Account Rep answers with cell phone Customer calls acct rep with a question before placing an order Uses Presence to Locate production manager Using wireless, logs into Unified Personal Communicator 7 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Cisco Unified Communications Collaborative Effective Eliminate communications complexity and reach the right resource the first time Cisco Strategy: create solutions that enable more effective communications that directly impact businesses top and bottom line Open Applications that enable user-controlled productivity anywhere, anytime with any device Standards-based, Secure Systems, built into the Intelligent Information Network 8 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Service Convergence 2 2 VirtualizationApplications Effective Communications IP Communications Adoption Begins with Your IP Network Media Convergence 1 1 Movement Communications Experience Convergence 3 3 OPEX Reduction Network Simplification New Capabilities And Delivers Integrated security and Applications Through a New Experience 9 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Introducing Cisco Unified Communications Part of the Business Communications Solution Cisco Unified Communications System Marketing Channel Partner Tools & Programs Services Technology Partners Pricing, Packaging and Financing 10 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Introducing the Cisco Unified Communications System An open and extensible platform for real time communications based on an intelligent network: Call Processing Intelligence Presence Intelligence Location Intelligence Rich-media communications applications Unified Open and extensible Tools to manage the entire portfolio A System that Enables Effective Communication from Your Network Unified Communications System 11 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 The Cisco Unified Communications Platform for Real-time Communications New Native SIP Support on Cisco Unified CallManager, Unified CallManager Express and Unified SRST Choice of Appliance model or Open Operating System model for Cisco Unified CallManager Major Updates/Upgrades Cisco Unified CallManager 5.0 Cisco Unified CallManager Express Cisco Unified Survivable Remote Site Telephony Support for China, Korea, & Japan Cisco Endpoints Cisco 7911G Cisco 7941G-GE Cisco 7961 G-GE Enhanced SIP support for 7911G, 7941G, 7941G-GE, 7961G, 7961G- GE, 7970G, 7971G-GE Partner Endpoints Nokia Dual-Mode Phones RIM Blackberry 7270 Arc Attendant Console Unified Communications System 12 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Cisco Unified CallManager 5.0 Enhanced services and application delivery Native Line-side SIP support for SIP devices and applications SIP trunk-side enhancements Presence enablement Intelligent Media Bandwidth Reservation using RSVP Agent Available on Appliance Model today for simplified deployment and management Available on Open Operating System within 12 months Support for Japanese, Korean and Chinese languages Unified Communications System 13 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Appliance Model for Cisco Unified CallManager 5.0 What is it? Complete hardware/software solution Alternative operating system Software solution Interfaces provide access to system Supported on Cisco MCS servers Benefits Reduced installation time Upgrade Simplicity Increased Resiliency Software can be loaded on approved HP & IBM servers 14 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Cisco Unified CallManager Release Map (3) Appliance Platform and Open Server Platform 4.0(2a) OPEN SERVER PLATFORM OS Independence, Merged Code Base 5.X APPLIANCE PLATFORM Unified Communications System 15 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Native support for SIP Phones in Cisco Unified CallManager and Unified CallManager Express Rich Media Conferencing Cisco Unified MeetingPlace SIP Softphone Clients Cisco IP Communicator, 3 rd Party Applications SIP Unified Client Cisco Unified Personal Communicator SIP 3 rd Party Call Control for Contact Centers and Applications SIP Survivable Remote Site Telephony (SRST) Cisco: Thought Leadership in SIP Cisco has built a foundation of SIP gateway and service provider services. Cisco is now building on this foundation to provide SIP IPT out to the edge phone device SIP Gateways, Service Provider Call Agents, Basic SIP Phones Rich SIP Trunk-side Interfaces Enterprise Call Agents And Applications Cisco CallManager, Cisco CallManager Express Cisco Unity, Cisco MeetingPlace2006 Unified Communications System 16 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Native SIP seamlessly integrates into the resilient Enterprise Architecture IP WAN Headquarters Router/ Gateway Branch Office N Cisco Unified CallManager Branch Office 1 Unified Communications System Cisco Unified SRST 17 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Native SIP seamlessly integrates into the resilient Enterprise Architecture IP WAN Headquarters Router/ Gateway Branch Office N Cisco Unified CallManager Branch Office 1 Unified Communications System Cisco Unified SRST SIP SRST/SIP SIP SRST/SIP SIP SIP coexisting or in place of SCCP 18 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Presence Awareness What is Presence? Information about a persons willingness and availability to communicate Examples of presence in action today IM Buddy List status indication Busy tone on traditional phone Contact Center Agent status Publish / Subscribe Clients publish presence information to other users who are called subscribers MPOP, Federation and Presence by Observation Combining presence information from multiple devices and making this information available for other applications 19 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Cisco Unified CallManager 5.0 Presence Features Presence Indication available with: Speed-dial buttons Call history logs Directory Icon Unknown Busy Idle Status 20 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Cisco IP Phone Messenger Cisco IP Phone users (with Cisco Unified CallManager v5.0 or later) can see the on/off hook states of other users IP phones Users can send or reply to messages from their Cisco IP Phones using predefined templates or composing text messages Users can call back IM senders by hitting one button Implements presence enabled contact list on the phone Will support future integration with other IM clients and presence sources 21 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Cisco Unified CallManager Express Version 4.0 New productivity applications Easier to configure, deploy, manage Tele-worker, IP Communicator, Unified Video Advantage and, Unified IP 7911/41/61 phones support Inter-networking with Cisco Unified CallManager 5.0 New localizations: Polish, Finnish, Bulgarian, Russian Available: Early Adopter April 2006, General Availability - June 2006 Increased Business Productivity and Ease of Management Plus enhanced SIP support from v3.4! 22 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Cisco Unified IP Phone 7902G Cisco Unified IP Phones 7905G/7912G/7911G Cisco Unified IP Phone 7960G / 7961G / 7961G-GE Cisco Unified IP Phone 7970G/7971G-GE Cisco Unified IP Phone 7940G / 7941G / 7941G-GE Cisco Unified IP Phone 7985G Cisco Unified Video Advantage Cisco IP Communicator Cisco Unified Wireless IP Phone 7920 Cisco VG248 Analog Phone Gateway Cisco ATA 186 / 188 Continuous Development In Endpoints 23 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Newest Additions to the Cisco Unified IP Phone Portfolio Existing Portfolio of Best-Selling IP Phones List Price Additional Enhanced IP Phones Cisco Unified IP Phone 7960G Basic Business Manager Enhanced Business Enhanced Manager Executive Cisco Unified IP Phone 7911G Enhanced General Purpose Enhanced Power & Data Throughput Options Features Enhanced Applications Capability Unicode Support for Asian Localization Cisco Unified IP Phone 7940G Cisco Unified IP Phone 7912G Cisco Unified IP Phone 7961G Cisco Unified IP Phone 7970G Cisco Unified IP Phone 7941G 24 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Nokia Dual Mode Solutions for Enterprise Nokia is developing an SCCP client on their dual-mode Nokia Eseries devices Available Fall, 2006 User manually selects network In WLAN, operates as an IP Phone with Cisco CallManager feature access In public GSM network, operates as an GSM cellular phone with features offered defined by the GSM carrier Couple with Cisco Mobile Connect application to provide flexible enterprise forwarding/screen services E60 E61 E70 25 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Cisco Unified Communications Applications New Cisco Applications Cisco Unified Personal Communicator Cisco Unified Presence Server Cisco Unified Customer Interaction Analyzer Updates to: Cisco IP Communicator Cisco Unified Video Advantage Cisco Unity Cisco Unity Connection Cisco Unity Express Cisco Unified MeetingPlace Express Cisco Unified Contact Center Enterprise Cisco Unified Contact Center Express Cisco Unified Contact Center Hosted Cisco Middleware Support Microsoft Office Communicator using Cisco Presence Server Cisco Unified CRM Connector Unified Communications System 26 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Location Services Cisco Unity Connection Cisco Unified CallManager Cisco Unified CallManager Express Unified Contact Center Unified MeetingPlace Express Cisco Unified Presence Server Presence/ SIP Network SIP SIMPLE Cisco Unified Presence Server Mobile Data with Voice Mobile Phone with Browser IP Phone with Browser Soft phone Dual Mode Phone Traditional Phone to intelligent services in the network Effectively connecting devices Unified Communications System Cisco Clients 3 rd Party Clients and Services Available May 06 27 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Cisco Unified Personal Communicator Unity Connection Intelligent Voice Messaging CallManager 5.0 IP Communications System Powerful productivity tools in a single Cisco Experience Unified Presence Server Presence State, Services MeetingPlace Express Web Conferencing Intuitive User Interface Presence-enabled Call, Collaborate, Escalate Desktop Video Calling Unified Communications System Available May 06 28 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 All-in-One Communication Tool Presence Contact lists Voice, Video, andPreferred Device Voice Mail Playback Document Sharing Conferencing Directory Searches Communication Logs Unified Personal Communicator Mobility 29 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 LCS 2005 and MOC integration Implements CSTA to CTI bridge to integrate with existing LCS 2005 interfaces Provides click-to-dial, phone hook status reporting and general phone control from MOC client Will migrate over time to a pure SIP solution for better scalability MS Office Communicator user with Cisco Unified IP Phone 30 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Cisco Unified Communication Clients Productivity on the road, at home or in the office Saves time and helps reduce cell phone and long distance charges Easy to use, easy to manage, with expanded receiving call & dialing capabilities Support for Cisco Unified Video Advantage 2.0 Cisco IP Communicator v2.0 Scales scarce resources without travel time or expense Enables faster, more focused transactions, speeds decision-making Builds relationships remotely, bridging language/ cultural barriers Supports Cisco IP Communicator 2.0 for mobile video telephony Enhanced user interface Cisco Unified Video Advantage v2.0 Now Available Available May 06 31 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Cisco Unity 4.2 Voic , unified messaging & integrated messaging options Key capabilities to facilitate Octel & Nortel EOL system replacement NEW Streamlined TUI & message send & urgent message flag toggle Alternate key map enhancements/customization PBX IP Media Gateway/PIMG branch office consolidation support PIMG support for integrations to Nortel Succession, and Rolm 9751 v Unity Voic for Lotus Domino Mixed VM/UM licensing for systems with users Supports 30 languages (added Flemish, Polish & Russian) Premier, Enterprise-class Messaging Platform for Multi-site Deployments Update 32 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Cisco Unity Connection Supports up to 72 ports, 1,500 users on single server Integrated messaging to receive voic inclients Enhanced productivity features Speech navigation for voic browsing & directory dialing Personal Call Transfer Rules Multiple language support Australian English, European French, French Canadian, German, Japanese, UK English, and US English Simple, Easy-to-Install Voic System for Single Sites New 33 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Rich features & functionality IMAP compliantintegration Browse voice mailbox via Cisco IP Phone display Extensible & open 150, 200, 250 mailbox options NM-CUE-EC Licences New Languages: Japanese, Mexican Spanish, French Canadian, Chinese (Mandarin), Korean Easy to configure, deploy & manage with Cisco Unified CallManager, Cisco Unity, and Cisco Unified CallManager Express Available Q2 CY06 Easy, Affordable Voice Mail & Automated Attendant Cisco Unity Express 2.3 34 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Cisco Unified MeetingPlace Express Powerful functionality Extensive voice conferencing capabilities Control meetings and share content from web Simple setup and attend from web and phone Simple to deploy and manage Single-server, Linux-based software Setup & manage meetings from Cisco Unified IP phone UI Join & initiate meetings, see who is in the meeting, perform basic meeting management Directory integration automates profile setup & simplifies authentication Ideal for medium size organizations concurrent users Additional Language support H2CY06 Voice and Web Conferencing Solution Active rosterCurrent speaker Industry First 35 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Cisco Unified Contact Center Enterprise Whats New? Support for Unified CallManager 5.0 Central Provisioning and Partitioning Simplified for Cisco Unified Contact Center, Cisco Unified CallManager System Partitioning Multi-tenant Support for Enterprise Configuration, Scripting, Reporting Supported on Enterprise and Hosted Systems PLUS Cisco Unified Customer Interaction Analyzer Enterprise Resources 36 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Cisco Unified Customer Interaction Analyzer New Approach to Analytics Turn unstructured call & self-service content into structured, usable customer data For a complete picture of each interaction, the Cisco Unified Customer Interaction Analyzer Application draws from multiple data sources Customer Conversation Stream CSR Conversation Stream Telephony Events IVR Conversation Stream IVR Logs Customer Databases Identifies patterns in key interactions variables Call Type/Categorization why has this customer called in? Customer State of Mind CSR Connection to the Customer Call Handling Effectiveness 37 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Cisco Unified Contact Center Enterprise Resources Mobile Agent Solution Agents can now log-on from any device (cell phone, hotel, home) Agents can select the number they want to receive ACD calls on Enterprise Expert Non-typical contact center agent Doesnt require Agent desktop or log-in Intelligently route contacts to all resources and monitor all resources 38 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Introducing Cisco Unified Communications Part of the Business Communications Solution Cisco Unified Communications System Marketing Channel Partner Tools & Programs Services Technology Partners Pricing, Packaging and Financing 39 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 MarketingChanging the Playing Field Communications is strategic business toolnot a technology Marketing to business decision makers New portfolio name New collateralsystems oriented New Advertising Marketing 40 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Pricing and Packaging New Pricing Methodology Choice of a la carte ordering or Software application packages-to drive applications adoption Services matched on a per seat user or application modelhardware and software support bundled makes it easier for partners to do business with Cisco Pricing, Packaging & Financing 41 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Services: New Systems-level Services offered with or through Cisco Channel Partners Prepare PlanDesignImplementOptimizeOperate *Availability Limited to Products Like CallManager Express or Unity Express SAS/SASU* SMARTnet* Cisco Planning and Design Service Bundle NEW Cisco Optimization Service SMB Support Assistant Cisco Essential Operate Services NEW Services 42 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Cisco Technology Development Partner Programs SIP Verified Program -Independent SIP endpoint verification -Vendors register and test through 3 rd party to verify SIP interoperability -Additions to Solutions Plus Program -Arc Attendant Console -Nokia Dual-Mode Phone license -Additions to TDP Program -RIM Blackberry 7270 Wireless Handheld 43 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 If You Missed VoiceCon John Chambers Keynote at VoiceCon - VoD available: Visitfor...http://cisco.com/go/unified Launch & Product Flash Demos Cisco Unified Communications Solutions Guide White Papers, presentations, etc. 44 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 In Summary, Cisco Unified Communications will help to Boost productivity through solutions that enable smarter, more effective communications Streamline business processes to transform business Achieve better value from existing resources and applications Help businesses manage costs more effectively 45 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06 Questions? Cisco Consultant HOTLINE: 46 2006 Cisco Systems, Inc. All rights reserved. KDB 3/17/06