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1 © 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential C97-393232-00 Cisco Unified Communications Overview Donald A.Dindial [email protected] March 2010

1 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 Cisco Unified Communications Overview Donald A.Dindial [email protected]

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Page 1: 1 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 Cisco Unified Communications Overview Donald A.Dindial donald@dacqx.nl

1© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

Cisco Unified Communications Overview

Donald A.Dindial

[email protected]

March 2010

Page 2: 1 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 Cisco Unified Communications Overview Donald A.Dindial donald@dacqx.nl

2© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

Communications Environment

Cisco Unified Communications

The Real Business Benefits

Summary

Agenda

The Cisco Advantage

Cisco Partner Network

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3© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

Communications Environment:What’s Affecting the Way We Work?

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4© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

21st Century Business Imperatives

Anytime, Anywhere, Access and Availability

Blurring of Work and Free Time

Collaborative Communities

Travel/CommutingReductionPrograms

Built-in Resiliency and

Compliance

New Work and Communications Model

Speed and agility required to be competitive

Continuity and Compliance no longer nice to haves

Innovation is a key driver of business performance

Green business practices becoming mainstream

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5© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

Global Trends Driving Business Change

Global

Mobile

Virtual

Communication Complexity

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6© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

A New Generation of Empowered End Users

“The next generation of information workers will expect a highly visual, connected, contextual information workplace they can take anywhere.”

–Forrester

Innovation

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7© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

A New Way to Communicate…Open, Collaborative and Effective

Unified Communication

An open solution that works in your existing environment

A truly collaborative environment—without borders

A more effective way to conduct business

Effective Open

Collaborative

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8© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

Secure

Structure and Intelligence in Every Aspect of Business Communications

IP Network

E-Mail/Calendar

Mobility Conferencing and Collaboration

Voice and Unified Messaging

ContactCenter

TelephonyServices

ProductivityBusiness Process Business Transformation

Presence and Instant Messaging

End Points

Cisco Unified Communications

Video

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9© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

The Communications Value Chain…

Connect

Unified user experience

Simplified Rich-Media interaction

Rich mobile experiences

Reduced transport costs

Improved resiliency

Integrate

Optimize

Evolution of Communications

Bu

sin

es

s V

alu

e

Simplified infrastructure management

Uniform security and authentication

Transform

Web 2.0 Enabling

global teams Federated, real-

time business processes

Ubiquitous IP Infrastructure

Data, Video and Voice Convergence

Unified Communications

CollaborativeCommunities

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10© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

Connect

Unified User experience

Simplified Rich-Media Business Interaction

Rich-media Experiences on Mobile Devices Reduced

Transport Costs

Improved Resiliency

Integrate

Optimize

Simplified Infrastructure Management

Uniform Security and Authentication

Business Processes Will Increasingly Operate as Collaborative Communities

Evolution of Communications

Bu

sin

es

s V

alu

e

Transform

Contextual and persistent communications

Role-based policy and preference options

Connect within and across companies (B2B)

Broad and deep mobility functionality

Seamless, rich-media content and interactions

Integrated application services and components

Web 2.0 Enabling

global teams Federated, real-

time business processes

Ubiquitous IP Infrastructure

Data, Video and Voice Convergence

Unified Communications

CollaborativeCommunities

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11© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

Presence and Policy

Mobility

Rich Media Interactions

Business Services

Business Processes

Business Benefits

Design Build Sell Service

Enhanced Customer Intimacy and Service

Anytime, Anywhere Collaboration

Knowledge Worker Productivity

Reduced Costs

Speed—Time to Market, Sales Cycle

Transforming Business Process with Cisco Unified Communications

Operational Efficiency

Virtualization

Application Process Integration

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12© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

Cisco Unified Communications System

A More Personal and Effective Way to Communicate

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13© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

Flexible Call Control Options Offer Increasing Sophistication and Choices for Growth

• All-in-One communication solution for small business

• Affordable call-processing system available inside Cisco access routers for small businesses and enterprise branch offices

Medium-Sized

• Complete communication solution with mobility and messaging for companies with 500 or fewer employees

• Centralized IP telephony call-processing solution for greater than 500 employees

• Innovative and robust features

Enterprise

• Centralized IP telephony call-processing solution

• Meets any need—from telecommuters, mobile workers, and distributed offices to the largest enterprise

• Innovative and robust features

Small-to-Medium Office or Branch

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14© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

Cisco Systems becomes the first, and to date still the only, IP Telephony vendor to earn Miercom’s highest rating of “Secure”, for its proven ability to defend an IP phone service against malicious attack. An expert team of hackers, assembled and supervised by Miercom, could not disrupt, or even disturb, phone service or features after three days of sophisticated attacks.

From Network World Fusion, 05/24/04

All Communications are More Effective and Secure

The threats are familiar:

Eavesdropping, impersonation, toll fraud, and denial of service

The protection of both voice and data communication is critical to your business

With Cisco, security starts in the network itself and extends all the way to our Cisco Unified IP phones

Everything—call control, endpoints, and applications—is secure without requiring multi-vendor integration efforts

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15© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

Work On-The-Go in Real-Time...as if You Were Everywhere at Once

Be productive with any device—wired, wireless, or mobile phones—using single number reach and rules based call routing

Seamlessly pass calls between devices, inside and outside of the office

Save time with a single voicemail inbox (including calls sent to mobile phone)

Extend the capabilities of the Cisco Unified Communication system to business users anytime, anywhere

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16© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

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

Make Everyone More Efficient

Cisco Unified IP Phone 7931G

Cisco Unified IP Phone 7906G/ 7911G

Cisco IP Communicator

Cisco Unified Wireless IP Phone 7920/7921G

Cisco Unified Personal Communicator

Cisco Unified Personal Communicator

Take advantage of continuous development in endpoints plus custom and off the shelf IP phone applications

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17© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

KeyBenefits

Increase Productivity—Anytime, Anywhere, on Any Device: Unified Communication Clients

Cisco Unified Personal Communicator

Cisco Unified Mobile Communicator

Cisco Unified Personal Communicator for Mac

Cisco Unified Call Connector for

Microsoft Outlook

Access powerful productivity enhancing applications from a single, unified interface

Accelerate decision-making and collaboration using IM, presence, video, click to call, and web conferencing

Save on travel and exchange ideas “face-to-face” using video Increase effectiveness of remote and mobile workers

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18© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

Reach the Right Person the First Time:Presence and Instant Messaging

KeyBenefits

Reduce costly communication delays by quickly knowing who is available and how best to reach them

Leverage presence, availability, context, and modality Improve communication connection success rates

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19© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

KeyBenefits

Retail Case Example: Unified Communications Clients and PresenceImproving Out of Stock Resolution

Reduced OOSs would improve Customer Satisfaction (82%) Store manager would spend more time with customers (23%)

and become more productive in other duties (53%) Increase sales (fewer OOSs) and reduced costs (e.g. penalty

avoidance, lower turnover)

A commissioned study completed by Forrester on behalf of Cisco, February 2006

Collaborate with key individuals/groups, identify

solution—click to call, conference

Stock restored

Locate key parties—

Presenceindicator

OOS Alert

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20© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

Capabilities—Richness of User Experience

KeyBenefits

Speed projects and make decisions faster with virtual meetings Increase sales, support, meeting, and training effectiveness Recognize conferencing savings (lower transport and travel

expenses) and significantly improve ROI

Make Remote Meetings as Natural as Face-To-Face InteractionsFully Integrated Voice, Web and Video Conferencing

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21© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

Manufacturing Case Example:Conferencing Reduces Time to Make Decisions and Solve Problems

OEM Engineer (US)

Supplier Designer (Europe)

Contract Manufacturer (Singapore)

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© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicUnified Communications Overview 22

KeyBenefits

Investment protection Productivity enhancing features and personalization options Simplified message management

Respond Faster: Voicemail, Unified Messaging and Integrated Messaging Options

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23© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

KeyBenefits

Advance to the Next Phase of Customer Care: Customer Interaction Network Create a better customer experience

Make customer-service agents more efficient and productive

Improve reporting and analytics

Enable a new generation of customer interaction applications and increased flexibility of deployment

Extend your workforce with expert agents and remote agents

Companies using virtual contact centers increase productivity by 15 percent and save an estimated one million dollars per 100 call center agents. In addition, annual agent turnover decreases, falling from 60 percent to only 5 percent.

Source: AMR Research

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24© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

…with Cisco Unified Communications

Real-time Response to Customer; Customer, Agent and Specialist Time

Saved; Customer Satisfaction and Revenue Increase

Closing: 2>5 Minutes

Case Example: Bringing Expertise at the Time of Need

As is…

5–10% of RM Total Available Consumed

Poor Customer Satisfactionand Lost Sale

Client Asks About

International Purchase card

Capabilities

Proposes Opening an International

Account

Rep Leaves Vmail/email

to Check Specialist Schedule

Agent Asks Manager for Specialist’s

Name

Rep Proposes Discussion

with International

Specialist

Customer Opened

Account at Another Bank

Rep and Specialist Play

Phone Tag

Rep Calls Customer to

Schedule Discussion

Up to 2 Days

Customer Commits to Open

International Account and to

PCard

~$10 MM in Additional Annual Revenue

Closing: 0 2 Day Cycle

Clicks to IM with Specialist and Gets

First Questions Answered

Additional Questions come up

and Specialist Is Conferenced in

Agent Views List of Specialists

Available and Preferred Method of

Contact

Client Asks Questions

Beyond Agent’s

Knowledge

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25© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

The Real Benefits of Unified Communications

Industry Research and Customer Successes

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26© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

Benefits of Unified Communications

21%

43%

43%

62%

64%

58%

63%

66%

79%

82%

Easier toprioritizeimportant

Simplifiedcommunications

Enhancedproductivity

Be

ne

fits

Users/ActualBenefits

Non-Users/ExpectedBenefits

Reality exceeds expectations

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27© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

Opportunity for Productivity Increase with Full Use of Unified Communications

OperationalEfficiencies

CONFERENCING: Schedule and Attend Meetings

~half hour/week, $50M

MOBILITY: E-mail, corp. directory

~1 hour/ week $20M

VIDEO: Save 5% of travel budget $35M

MESSAGING: One v-mailbox, Unified Messaging (UM)

~1 hour/week $35M

UC Initiative/CapabilitiesPotential Impact

$~150MOpportunity

CLICK-TO-TALK: ~10 minutes/week $10M

75%

25%

10%

30%

Adoption %

40%

Sample Output

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28© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

“Cisco's Unified Communications takes the guess work out of communicating and allows us to reach people more reliably and on the first attempt. The intelligence is in the network, and Cisco offers the functionality we need to increase employee productivity and empower more effective communications to all parts of the organization.”

Michael DeDecker

Warner Pacific Insurance Services

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29© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

Customer Example: Warner Pacific Insurance

Enable dispersed workforce to effectively collaborate

Speed customer interactions

Efficiently educate workforce

Cisco Unified Communications System

Saved $150,00 to $200,000 annually

Decreased communication delays within distributed teams >> faster customer inquiry resolution

Improved employee productivity and enabled more effective communications

Reduce cost of continuing education seminars by 50% (anticipated)

Business Challenges

Solution

Business Value

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30© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

"As we look for new ways to improve communications, reduce costs and remove the boundary of distances with our employees, customers and partners we found that the Cisco Unified Communication system is the only system that has really brought voice, data and video together, making our company more cohesive.”

Rif Kiamil

JJ Food Service

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 30

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31© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

Customer Example: JJ Food Service

Unify three locations

Make internal voice communicationsmore efficient and effective

Reduce IT management burden

Cisco Unified Communications System

Enhanced employee productivity, reducing communication delays and phone tag using presence, video, and messaging

Enhanced customer service resulting in $6.5M productivity gain

Will eliminate $34,000 annual costs for T1 lines

Business Challenges

Solution

Business Value

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32© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

Aspen Valley Hospital: Enhancing Effectiveness with Unified Communications

Outdated PBX and 8 other separate phonesystems at remote facilities

Costly system ($20K/month avg) for voiceand data

Cisco Unified Communications System withCisco Unity® Unified Messaging

Used Cisco Converged Network Investment Calculator (CNIC) to analyze potential ROI

Immediate ROI with 70% reduction in annual operating costs

50% reduction in communications costs

Productivity increase resulting in savings of $15,000 per month

Increased mobility—Many workers/doctors saving at least one hour per day due to Cisco Unity

Small enough to care, large enough to heal

Solution

Business Value

Business Challenges

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33© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

Subway Reinvents Business Processes Using Cisco Unified Communications

Limited technical infrastructure with no access points for employeesManual employee process including time capture, task compliance, and trainingLimited communication to line employees

Cisco Unified Communications System with employee applications on Cisco Unified IP phones including: time capture, shift management, daily task awareness, and deposit tracking

Installation of voice and visual communication tools

30% increase in lunchtime revenue in the first month of operation

Projected annual overtime cost savings ~ $500K

Business Challenges

Solution

Business Value

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34© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

San Diego City Schools: Leveraging Unified Communications to Transform Operations

Improve student achievement by supporting teaching and learning in the classroomModernize operations to improve internal and external communicationsCentralize student data, which was scattered across 202 schools

Installed a Cisco Unified Communication System in schools and in district officesIncludes IP telephony, XML productivity applications, and video applications

Estimated $5.5 million in savings over 5 years from IP telephony, additional $5.5 million savings by using IP video for interactive trainingEnhanced ability to deliver advanced placement and honors courses to students across the district

Business Challenges

Business Value

Solution

“It’s not about saving five cents on a phone call; it’s about improving communications to our employees and our staff. That’s where the real return comes in”

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35© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

IBM Boosts Effectiveness and Productivity with Unified Communications

Managing complex internal voice system, greater than 1,500 locations, 160 countries, 900 PBXs, 450 voice-mail systems, and 156 call centers

Need to reduce voice costs and address support complexity

Increase collaboration across global, increasingly mobile workforce

Centralized Cisco Unified Communications System replacing PBXs

Integrated IP conferencing with 3rd party collaboration application

Consolidated call centers for skills-based routing and responsiveness

30% IT TCO savings on full deployment

8X IT TCO projected business and employee productivity benefits

Prioritized deployment schedule for accelerating returns: call center and engineering

Business Challenges

Solution

Business Value

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36© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

The Cisco Advantage

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37© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

The Cisco Advantage—Experience

Over 10 million Cisco Unified IP phones shipped

Over 7.0 million unifiedmessaging seats

Over 1.0 million contact center agents

200,000+ Cisco Unified MeetingPlace licenses

Over 48,000 UC customers

More than 70% of Fortune 500use Cisco Unified Communications

Source: Cisco, January 2007

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Best UC Portfolio

World Class Industry Leadership and Award Winning Solutions

Most Secure Largeand Mid-size IP-PBX

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39© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

The Whole Solution

Portfolio

Ordering

Channels

Implementation

Support

FinancingSimplifying choices

Standards-based interoperability or trade-in for complete solution

Specialized programsCost effective, specialized

Quick, flexible options

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40© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

Collaborative Support, Compounded Value

Deploy solutions on time, on budget

Proven, consistent service-delivery methodology emphasizes coordination of Cisco, partner, and customer capabilities

Provide a consistent services approach and delivery across the entire network

Regardless of size or geography

Receive strong systems integration and ongoing operational support

For both Cisco technology and other components on the network

Together with our certified channel partners, the lifecycle services approach will help:

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41© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

Cisco Partners

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42© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

Ensuring Your Success

Best qualified partners in the industry

With more than 45,000 Cisco Unified Communications customers and 10 million IP phones deployed. Cisco channel partners have unequaled years of experience in designing and deploying UC solutions.

Specialized to meet your unique needs

Cisco UC specialized partners demonstrate expertise across a wide portfolio of Cisco solutions

Tools, training and world-class support for partners to meet your unique needs

Application expertise to extend your UC solution

Full range of services

Qualified, trusted advisors in planning for Unified Communications

Utilize best practices from end-to-end deployments at companies like yours

Single point of contact enables customers to focus on core business and reduce IT staff investments

Proven Excellence in Design, Integration and Support

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43© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

Partner with (Partner Name)

Specialized expertise

Customer satisfaction focus

Ability to deliver complete network solutions

Ability to deliver service and support

Training

Qualified personnel on staff

Proven success

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44© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

(Partner Name) + Cisco

Reduce operating expenses

Faster ROI

Easy-to-use, easy-to-administer

Complete end-to-end solution

Leadership in IP communications

Superior investment protection

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45© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00

In Summary: How Can a Cisco Unified Communications Solution Help Your Business?

Enhance the way every department within your organization does business

Enable effective interactions with virtual teams all over the world

Work on-the-go in real-time...as if you were everywhere at once

Make everyone more efficient and highly productive

Reduce costs; improve TCO

Continuously innovate and quickly adapt to changes increasing business agility

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46© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-393232-00