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Cisco Confidential © 2015 Cisco and/or its affiliates. All rights reserved. 1 Cisco Enterprise Agreement for Collaboration Michael Weiss Product Sales Specialist for Collaboration February 2015

Enterprise Agreement Collaboration Cisco · Customer Collaboration Suite o Enterprise contact center platform & applications o Inbound/outbound call handling and reporting o Social

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Page 1: Enterprise Agreement Collaboration Cisco · Customer Collaboration Suite o Enterprise contact center platform & applications o Inbound/outbound call handling and reporting o Social

Cisco Confidential © 2015 Cisco and/or its affiliates. All rights reserved. 1

Cisco Enterprise Agreement for Collaboration Michael Weiss Product Sales Specialist for Collaboration February 2015

Page 2: Enterprise Agreement Collaboration Cisco · Customer Collaboration Suite o Enterprise contact center platform & applications o Inbound/outbound call handling and reporting o Social

© 2015 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2

Bus

ines

s Va

lue

Application Rights

User Connect Licensing

Voice Users, Video Users

Unified Workspace Licensing

CUWL Standard, Pro

Device Licensing Phone Licenses, DLU’s

Device Licensing was appropriate as customers migrate PBX to IPTel systems

As users require more application rights to collaborate more effectively, User Connect Licensing and CUWL provide more inclusive, cost-effective licensing options.

Enterprise Agreement

When an organization aspires to a strategic relationship based on Cisco’s Collaboration architecture, an Enterprise Agreement may be appropriate

Page 3: Enterprise Agreement Collaboration Cisco · Customer Collaboration Suite o Enterprise contact center platform & applications o Inbound/outbound call handling and reporting o Social

© 2015 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3

Cisco Enterprise Agreement for Collaboration

Unlimited, enterprise-wide

access to Collaboration Suites

The Cisco Enterprise Agreement for Collaboration (Collab EA) provides software deployment and service consumption rights for an entire organization in a single, co-terminated multi-year agreement

•  Productized suites containing software upgrade subscriptions

•  “All you can eat” license and service consumption (organic growth included)*

•  Fixed price with budget predictability

* Cloud Conferencing Suites have a 20% maximum growth cap (organic/inorganic)

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© 2015 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4

• Price basis: Fixed price based on total Knowledge Worker population. Customer Collaboration Suite is based on agents and ports.

• Comprehensive: Unlimited application consumption without true-ups*

• Term: 3- or 5-year with periodic payments (e.g. annual) via Cisco Capital

•  Investment protection: Favorably converts existing software and services

• Perpetual rights to deployed on-premise software

• Subscription, Technical Support, and Advanced Services renewal options

Offer Basis

End of Term

Cisco Enterprise Agreement for Collaboration

Unlimited, enterprise-wide

access to Collaboration Suites

Available Suites: •  Cisco Enterprise Agreement Unified Communications Suite •  Cisco Enterprise Agreement TelePresence Multi-Party Suite •  Cisco Enterprise Agreement WebEx On-Premises Suite •  Cisco Enterprise Agreement Prime Collaboration Suite •  Cisco Enterprise Agreement Prime Collaboration – Contact Center Assurance Option •  Cisco Enterprise Agreement HCS-LE Management Suite •  Cisco Enterprise Agreement Customer Collaboration Suite •  Cloud Conferencing Suite (Enterprise Edition)* •  Cloud Conferencing Suite (Meeting Center)*

Impacts EA sales steps * Cloud Conferencing Suites have a 20% maximum growth cap (organic/inorganic)

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© 2015 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5

Fixed price based on knowledge worker quantity.

(less installed base)

Deployment rights enterprise-wide…

organic growth included**

Enterprise

Em

ploy

ees

Contractors

Enterprise

Em

ploy

ees

Contractors

Knowledge Workers*

Installed Base

*Concurrent Agents and IVR Ports for Customer Collaboration Suite **Cloud Conferencing Suites have a 20% maximum growth cap (organic/inorganic)

Cisco Enterprise Agreement for Collaboration

Unlimited, enterprise-wide

access to Collaboration Suites

Page 6: Enterprise Agreement Collaboration Cisco · Customer Collaboration Suite o Enterprise contact center platform & applications o Inbound/outbound call handling and reporting o Social

© 2015 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6

•  Web conferencing •  Large events •  Training sessions •  Remote desktop support •  Cloud Connected Audio (CCA) Option

Unified Communications

TelePresence Multi-Party

WebEx On-Premises

•  Core UC and video call control •  Messaging, mobility and Presence •  Emergency response •  Attendant Console

Key capabilities

•  Provisioning •  Subscriber management •  Monitoring, reporting and diagnostics •  Capacity planning

•  Multi-party video conferencing •  Conference bridging resource management & administration

•  Web conferencing •  Audio conferencing

•  Enterprise contact center platform & applications •  Inbound/outbound call handling and reporting •  Social media monitoring, queuing and workflow •  Self-service, call routing platform and reporting

Cisco Enterprise Agreement for Collaboration

Unlimited, enterprise-wide access to

Collaboration Suites

•  Policy creation, MACD, and service activation •  Real-time monitoring, troubleshooting, and testing •  Historic quality, performance, technology consumption

and end-user trending •  Contact Center Assurance Option – Topology, Event

correlation, performance dashboard and analysis

Cloud Conferencing

Prime Collaboration

HCS-LE Management

Customer Collaboration A

dopt

ion

Serv

ices

Prime Collaboration Contact Center Assurance Option

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© 2015 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7

Highlights Software and service elements in the Collaboration Enterprise Agreement

Unified Communications

•  Enterprise-class IP telephony call control •  TelePresence point-to-point call control •  Messaging •  Presence and Instant Messaging (IM) •  Soft Clients and Mobile Clients •  Attendant Console •  Emergency responder (E911)

TelePresence Multi-Party •  TelePresence Multiparty video conferencing •  TelePresence Conferencing bridging resource management & administration

WebEx-On Premises •  General Purpose Web Conferencing

Cloud Conferencing

1.  Enterprise Edition (cloud based): •  Web and Video Conferencing •  Event, support, training and general conferencing •  Instant messaging •  Cloud Connected Audio (CCA) Option

2.  Meeting Center (cloud based): •  Web and Video Conferencing •  Instant messaging •  Cloud Connected Audio (CCA) Option

Prime Collaboration •  Provisioning - Policy creation, MACD, and service activation •  Assurance - Real-time monitoring, troubleshooting, and testing •  Analytics - Historic quality, performance, technology consumption and end-user trending

Prime Collaboration – Contact Center Assurance Option

•  Topology •  Event correlation/reduction tailored to the Cisco Unified Contact Center Enterprise deployment •  Performance dashboard •  Call trace and analysis

HCS-LE Management •  Zero-touch provisioning •  Subscriber management •  Monitoring, reporting and diagnostics •  Capacity planning

Customer Collaboration •  Enterprise contact center platform & applications •  Inbound/outbound call handling and reporting •  Social media monitoring, queuing and workflow •  IP-based self-service, call routing platform and reporting

Adoption Services •  Offering includes: Public Sector (US only), Silver, Silver GET, Gold and Platinum.

New suites and services provide a holistic approach to acquiring Cisco Collaboration technologies in an Enterprise Agreement consumption model.

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© 2015 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8

Unified Communications Suite o  Cisco TelePresence Video Communication Server

(virtualized VCS-Control and VCS-Expressway, Expressway-E and Expressway-C)

o  Cisco TelePresence Management Suite (TMS) o  Cisco Unified Communications Manager

(user, public space, and analog devices; multiple endpoints) o  Cisco Unified Mobility (SNR) o  Cisco Session Management Edition o  Cisco Emergency Responder 911 o  Cisco Jabber soft clients

(Windows, Mac, iPad, iPhone, Android, SDK) o  Cisco Unity Connection o  Cisco Unified Attendant Console Advanced

TelePresence Multi-Party Suite o  TelePresence Multiparty video conferencing o  TelePresence Conferencing bridging resource management &

administration

WebEx On-Premises Suite o  General Purpose Web Conferencing

Cloud Conferencing Suite (EE) o  Cisco WebEx Meeting Center o  Cisco WebEx Event Center o  Cisco WebEx Support Center o  Cisco WebEx Training Center o  Cisco WebEx Cloud Instant Messaging Service o  Cisco WebEx Cloud Connected Audio (CCA) Option

HCS-LE Management o  Zero-touch provisioning o  Subscriber management o  Monitoring, reporting and diagnostics o  Capacity planning

Cloud Conferencing Suite (MC) o  Cisco WebEx Meeting Center o  Cisco WebEx Cloud Instant Messaging Service o  Cisco WebEx Cloud Connected Audio (CCA) Option

Customer Collaboration Suite o  Enterprise contact center platform & applications o  Inbound/outbound call handling and reporting o  Social media monitoring, queuing and workflow o  Self-service, call routing platform and reporting

Prime Collaboration Suite o  Policy creation, MACD, and service activation o  Real-time monitoring, troubleshooting, and testing o  Historic quality, performance, technology consumption and

end-user trending

Prime Collaboration Contact Center Assurance Option

o  Topology o  Event correlation/reduction o  Performance dashboard o  Call trace and analysis

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© 2015 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9

Simplicity

Flexibility

Value

•  One transaction with no true-ups •  Single, world-wide, user-based license model •  Consolidated, co-terminated service coverage

•  Enterprise wide •  Full set of Collaboration applications •  Future-proofed with updates / upgrades

•  Volume price, “extras” included •  All-you-can eat, growth included* •  Budget predictability

* Cloud Conferencing Suites have a 20% maximum growth cap (organic/inorganic)

Page 10: Enterprise Agreement Collaboration Cisco · Customer Collaboration Suite o Enterprise contact center platform & applications o Inbound/outbound call handling and reporting o Social

Thank you.

Page 11: Enterprise Agreement Collaboration Cisco · Customer Collaboration Suite o Enterprise contact center platform & applications o Inbound/outbound call handling and reporting o Social

Cisco Confidential 11 © 2015 Cisco and/or its affiliates. All rights reserved.

Collaboration Enterprise Agreement Suite Contents

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© 2015 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12

Unified Communications Suite o  Cisco TelePresence Video Communication Server

(virtualized VCS-Control and VCS-Expressway, Expressway-E and Expressway-C)

o  Cisco TelePresence Management Suite (TMS) o  Cisco Unified Communications Manager

(user, public space, and analog devices; multiple endpoints) o  Cisco Unified Mobility (SNR) o  Cisco Session Management Edition o  Cisco Emergency Responder 911 o  Cisco Jabber soft clients

(Windows, Mac, iPad, iPhone, Android, SDK) o  Cisco Unity Connection o  Cisco Unified Attendant Console Advanced

TelePresence Multi-Party Suite o  TelePresence Multiparty video conferencing o  TelePresence Conferencing bridging resource management &

administration

WebEx On-Premises Suite o  General Purpose Web Conferencing

Cloud Conferencing Suite (EE) o  Cisco WebEx Meeting Center o  Cisco WebEx Event Center o  Cisco WebEx Support Center o  Cisco WebEx Training Center o  Cisco WebEx Cloud Instant Messaging Service o  Cisco WebEx Cloud Connected Audio (CCA) Option

HCS-LE Management o  Zero-touch provisioning o  Subscriber management o  Monitoring, reporting and diagnostics o  Capacity planning

Cloud Conferencing Suite (MC) o  Cisco WebEx Meeting Center o  Cisco WebEx Cloud Instant Messaging Service o  Cisco WebEx Cloud Connected Audio (CCA) Option

Customer Collaboration Suite o  Enterprise contact center platform & applications o  Inbound/outbound call handling and reporting o  Social media monitoring, queuing and workflow o  Self-service, call routing platform and reporting

Prime Collaboration Suite o  Policy creation, MACD, and service activation o  Real-time monitoring, troubleshooting, and testing o  Historic quality, performance, technology consumption and

end-user trending

Prime Collaboration Suite - Contact Center Assurance Option

o  Topology o  Event correlation/reduction o  Performance dashboard o  Call trace and analysis

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© 2015 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13

Product Name Core Functionality Description License Type

Cisco TelePresence Video Communication Server - Control

Provides Interoperability, Interworking, and Session Management; component of Cisco TelePresence Expressway firewall traversal solution.

Cisco VCS Control delivers any-to-any enterprisewide conference and session management and interworking capabilities. It extends the reach of TelePresence conferences by enabling interworking between Session Initiation Protocol (SIP) and H.323-compliant endpoints, interworking with third-party endpoints; it integrates with the Cisco UCM and supports third-party IP private-branch-exchange (IP PBX) solutions

•  On-premises Software

Cisco TelePresence Video Communication Server - Expressway

Provides Expressway- advanced firewall traversal, remote access for video devices and optimal media routing.

Cisco VCS Expressway enables business-to-business video collaboration, improves the productivity of remote and home-based workers, and enables service providers to provide video communications to customers. The application performs securely through standards-based and secure firewall traversal for all Sessions Initiation Protocol (SIP) and H.323 devices.

•  On-premises Software

Cisco Expressway Series (Expressway-C and Expressway-E)

Provides Expressway-advanced multi-modal firewall traversal for mobile and remote access to UC services.

Cisco Expressway Series works as part of the Cisco Unified Call Manager product family to provide access for mobile, desktop and fixed clients. The application provides advanced multi-modal firewall traversal and access services for secure Voice, Video, instant Messaging & Presence, Directory, and Visual Voicemail outside your enterprise firewall without the need for a Virtual Private Network (VPN)

•  On-premises Software

Cisco TelePresence Management Suite

Provides control and management of TelePresence endpoints and scheduling of conferences

Cisco TelePresence Management Suite (Cisco TMS) provides complete control, management, and scheduling capabilities of TelePresence conferencing and media services infrastructure and endpoints, enabling enterprises to improve productivity, reduce costs and maximize return on their TelePresence investment.

•  On-premises Software

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© 2015 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14

Product Name Core Functionality Description License Type

Unified Communications Manager

Enterprise Class IP Telephony Voice/Call Control Licensed to Desktop Video Level and TelePresence Conferencing Room Level. For user, public space, analog profiles

Cisco Unified Communications Manager provides an enterprise-class IP telephony call-processing system. In addition to traditional telephony features, it provides advanced capabilities, such as video, mobility, presence, preference, and full-featured conferencing services.

•  On-premises Software

Cisco Unified Mobility Single Number Reach (SNR) Cisco Unified Mobility gives users the ability to redirect incoming IP calls from Cisco Unified Communications Manager to different designated phones, such as cellular phones. Users can also transition active calls between their Cisco desktop and mobile phone without interruption.

•  On-premises Software

CUCM Session Management Edition

Advanced IP Management for Unified Communications

Cisco Unified Communications Manager Session Management Edition allows for centralized SIP trunking and routing to help simplify complex networks and reduce costs by consolidating trunking, aggregating voice applications and policy control.

•  On-premises Software

Cisco Unified Attendant Console Advanced

Attendant Console Cisco Unified Attendant Console Advanced helps corporate operators and receptionists manage high volumes of calls from customers, employees, and business partners. Its powerful call queuing engine helps the operators easily manage a high call volume from a variety of sources. The robust directory can handle up to 100,00 contacts and synchronize directly with Microsoft Active Directory.

•  On-premises Software.

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© 2015 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15

Product Name Core Functionality Description License Type

Cisco Emergency Responder 911

Identifies the location of emergency callers.

Cisco Emergency Responder enhances the existing emergency 9-1-1 functionality offered by Cisco Unified Communications Manager. It assures that Cisco Unified Communications Manager will send emergency calls to the appropriate Public Safety Answering Point (PSAP) for the caller's location, and that the PSAP can identify the caller's location and return the call if necessary. In addition, the system automatically tracks and updates equipment moves and changes. Deploying this capability helps ensure more effective compliance with legal or regulatory obligations, reducing the risk of liability related to emergency calls as a result. Cisco Emergency Responder exports Automatic Location Information (ALI) data in formats defined by the National Emergency Number Association (NENA), an industry standards body in the United States. These data formats may not be suitable for use outside the United States and Canada; manual modification of the exported files may be required.

•  On-premises Software

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© 2015 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16

Product Name Core Functionality Description License Type

Soft Clients Connect, communicate, & collaborate directly from your desktop with rich multimedia Cisco Unified Communications services.

Cisco Jabber Clients: •  Cisco Jabber for Windows (Softphone/Video/Instant

Messaging/Presence) •  Cisco Jabber for Mac (Softphone/Video/Instant

Messaging/Presence) •  Cisco Jabber SDK (Software Development Kit for

Web) •  Cisco Jabber Video for TelePresence (Movi) (Video) •  Cisco Jabber VXME (Virtualization Experience Media

Engine) Additional Soft Clients:

•  Cisco IP Communicator (Softphone) •  Product features of

Cisco Unified Communications Integration with Microsoft Lync (Softphone/Video)

•  Product features of Cisco Unified Communications with WebEx Connect (Softphone/Video/Instant Messaging/Presence)

•  On-premises Software

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© 2015 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17

Product Name Core Functionality Description License Type

Jabber Mobile Devices Mobile Unified Communications Jabber Mobile Clients offer you the ability to place, receive and manage calls over a Wi-Fi network using your smartphone and the Cisco Mobile portfolio of applications. Sometimes referred to as dual-mode, Jabber Mobile turns your smartphone into an IP phone while also providing corporate directory lookup and enterprise telephony calling features, IM/Presence and video. Jabber Mobile Clients are available for iPhone, iPad, and Android smartphones.

•  On-premises Software

Unity Connection Enhanced Voice Messaging & Collaboration

Access your Cisco Unity Connection voice messages the way you prefer – whether from an IP phone, mobile phone, web browser, email client, or a desktop client like Cisco Unified Personal Communicator.

•  On-premises Software

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© 2015 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18

Product Name Core Functionality Description License Type

Cisco TelePresence Server

TelePresence multi-party video conferencing

Cisco TelePresence Server brings together standards-based, high-definition videoconferencing and TelePresence users in the same conference. It connects users to a wide range of endpoints and multivendor TelePresence systems. Cisco TelePresence Server works with the Cisco TelePresence Conductor to enable flexible, scalable conferencing using dynamic resource allocation.

•  On-premises Software

Cisco TelePresence Conductor

TelePresence conference bridging resource management & administration

Cisco TelePresence Conductor has knowledge of all available conferencing resources and their capabilities. It helps ensure intelligent conference placement and optimum resource utilization, and delivers powerful, comprehensive administrative control, making simple natural TelePresence conferencing a reality.

•  On-premises Software

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© 2015 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19

Product Name Core Functionality Description License Type

Cisco WebEx Meetings Server

General Purpose Web Conferencing.

Cisco WebEx® Meetings Server takes the market-leading WebEx conferencing experience, and brings it on-premises. It is a highly secure, fully virtualized, on-premises conferencing solution, based on the WebEx Meetings Center code base. It reduces operational costs and scales with your customers’ needs. The solution delivers a consistent and engaging user-experience to diverse platforms, clients, and mobile devices (smartphones and tablets), providing customers with an integrated collaboration experience that includes voice, video, web conferencing, collaboration tools, chat, calendaring and scheduling integration, and more.

•  On-premises Software

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© 2015 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 20

Product Name

Core Functionality Description License Type

Cisco WebEx Meeting Center

General Purpose Web Conferencing

Cisco WebEx Meeting Center is a cost-effective alternative to face-to-face meetings. Use it for general purpose web meetings to share information, enhance productivity, accelerate business processes and collaboration more securely with customers, partners and employees worldwide.

•  Cloud Subscription

Cisco WebEx Event Center

Online Events, Webinars, Webcasts, etc.

This application is used to deliver online events for any purpose from targeted marketing sessions to all-hands company meeting. You can share documents, presentations and applications in real-time with multimedia and streaming video. Manage webinars easily with a comprehensive set of tools to handle all event details.

•  Cloud Subscription

Cisco WebEx Support Center

IT Remote Support Tool This application provides real-time IT support to employees anywhere in the world. Cisco WebEx Support Center helps you to decrease downtime while increasing help desk productivity. IT support reps can perform fast fixes from anywhere in the world, without costly on-site service visits.

•  Cloud Subscription

Cisco WebEx Training Center

Training / e-Learning Tools

This application creates, manages, and delivers captivating online training, in a platform that's easy to use and easy on your budget. Eliminate your travel and venue costs with an online classroom. Maximize lesson absorption with multimedia content and interactive tools, including PowerPoint, real-time A/V, hand-on labs, chat, breakout sessions, and much more.

•  Cloud Subscription

Cisco WebEx Messenger

Cloud Instant Messaging Service

This service delivers presence and instant messaging solution for anytime, on-demand collaboration that integrates with WebEx conferencing and Cisco Unified Communications. Enables users to easily and seamlessly escalate from an IM conversation to a voice or desktop sharing interaction.

•  Cloud Subscription

Cisco WebEx Cloud Connected Audio (Available as an option)

Cloud Audio Service Cisco WebEx Cloud Connected Audio (CCA) is a cost-effective audio conferencing solution for WebEx web conferencing, delivered over a hybrid deployment model. It extends the functionality of Cisco Unified Communications Manager, and incorporates premise-based equipment to connect your organization to a Cisco Collaboration Cloud data center using dedicated peering connections. Call routing is performed on-premises; call signaling and audio traffic occurs over redundant IP connections; and call mixing is done in the cloud.

•  Cloud Subscription

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© 2015 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 21

Product Name Core Functionality Description License Type

Cisco WebEx Meeting Center

General Purpose Web Conferencing

Cisco WebEx Meeting Center is a cost-effective alternative to face-to-face meetings. Use it for general purpose web meetings to share information, enhance productivity, accelerate business processes and collaboration more securely with customers, partners and employees worldwide.

•  Cloud Subscription

Cisco WebEx Messenger Cloud Instant Messaging Service

This service delivers presence and instant messaging solution for anytime, on-demand collaboration that integrates with WebEx conferencing and Cisco Unified Communications. Enables users to easily and seamlessly escalate from an IM conversation to a voice or desktop sharing interaction.

•  Cloud Subscription

Cisco WebEx Cloud Connected Audio (Available as an option)

Cloud Audio Service Cisco WebEx Cloud Connected Audio (CCA) is a cost-effective audio conferencing solution for WebEx web conferencing, delivered over a hybrid deployment model. It extends the functionality of Cisco Unified Communications Manager, and incorporates premise-based equipment to connect your organization to a Cisco Collaboration Cloud data center using dedicated peering connections. Call routing is performed on-premises; call signaling and audio traffic occurs over redundant IP connections; and call mixing is done in the cloud.

•  Cloud Subscription

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© 2015 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 22

Product Name Core Functionality Description License Type

Cisco Prime Collaboration

Provisioning Assurance Analytics

Cisco Prime Collaboration Provisioning provides “day 1” and “day 2” provisioning automation for Cisco ® Unified Communications and Cisco Telepresence® networks. Policy creation controls the delegation of moves, adds, changes, and deletions (MACDs) in order to reduce time-to-service activation and resource expenses. Cisco Prime Collaboration Assurance provides real-time monitoring, troubleshooting, and testing for Cisco Collaboration voice and video networks and devices. It collects Mean Opinion Scores (MOS), call failure codes, and utilization and performance statistics. Alarms are created by polling key devices using predefined thresholds to reduce management system setup time. Finally, it can help isolate network problems using Cisco IP service-level agreement (IP SLA) and Medianet-equipped Cisco devices that can impact quality. Cisco Prime Collaboration Analytics provides historic quality, performance and end-user trending and analytics for Cisco Collaboration networks. Longer term analysis drives better planning and visibility into how the collaboration technology is consumed by the business.

•  On-premises Software

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© 2015 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 23

Product Name Core Functionality Description License Type

Prime Collaboration Suite – Contact Center Assurance Option

Topology Event Correlation/reduction tailored to the Cisco Unified Contact Center Enterprise deployment Performance Dashboard Call Trace and Analysis

Simplifies operations using a real-time visual representation of Cisco Unified Contact Center Enterprise infrastructure availability, including faults at the device and site level. Operators can act on faults from the device 360-degree view. Isolates the root cause of problems using built-in correlation rules specific to Cisco Unified Contact Center Enterprise deployments to correlate event data, generate alarms and reduce Mean Time to Repair (MTTR). Proactively detects and addresses performance issues with a view of Cisco Unified Contact Center Enterprise-specific critical Key Performance Indicators (KPIs), helping to avoid costly service interruptions. Identifies network and Cisco Unified Contact Center Enterprise devices causing call failures using a graphical depiction of the detailed call log information.

•  On-premises Software

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© 2015 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 24

Product Name Core Functionality Description License Type

Cisco Unified Communications Domain Manager

Provisions and activates UC services for subscribers

Cisco Unified Communications Domain Manager enables users to activate and manage an array of collaboration services in real-time; and centrally administer the entire environment from a single pane of glass.

•  On-premises Software

Hosted Collaboration Mediation – Fulfillment

Automates upgrades, produces reports and provisions architecture

Hosted Collaboration Mediation – Fulfillment is used to automate the upgrades of UC applications, produce bundle-based billing reports and automatically provision/configure the Service Assurance architecture.

•  On-premises Software

Cisco Unified Operations Manager

Provides monitoring and diagnostics

Cisco Unified Operations Manager features out-of-the-box, real-time, dynamic monitoring of all system elements. It performs automatic discovery for the entire system and provides contextual diagnostics for rapid troubleshooting.

•  On-premises Software

Cisco Unified Service Monitor

Monitors quality of active calls Cisco Unified Service Monitor provides flexible and comprehensive voice-quality measurements through a combination of Cisco Voice Transmission Quality (VTQ) metrics from Cisco IP phones, Cisco 1040 sensors, and Network Analysis Module version 4.0 and above.

•  On-premises Software

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© 2015 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 25

Product Name Core Functionality Description License Type

Cisco Unified Contact Center Enterprise (UCCE)

Enterprise Contact Center Platform and Applications

Cisco Unified Contact Center Enterprise segments customers, monitors resource availability, and delivers each contact to the most appropriate resource in the enterprise. The software profiles each customer contact using related data such as dialed number and calling line ID, caller-entered digits, data submitted on a web form, and information obtained from a customer database lookup. Simultaneously, the system monitors the resources available in the contact center to meet customer needs, including agent skills and availability, interactive-voice-response (IVR) status, and queue lengths. Includes: ● Cisco Unified Contact Center Management Portal (CCMP) ● Finesse desktop ● Cisco Unified Intelligence Center (CUIC) reporting ● Cisco Outbound Option for outbound dialing

•  On-premises Software

•  Agent-based

Cisco SocialMiner Application

Contact Center Social Media Engagement Application

Cisco® SocialMiner is a social media customer care solution that enables your company to proactively respond to customers and prospects communicating through public social media networks such as Twitter and Facebook or other public forum or blogging sites. By providing social media monitoring, queuing, and workflow to organize customer posts on social media networks and deliver them to your customer care team, your company can respond to customers through the same social network they are using to communicate.

•  On-premises Software

•  Agent-based

Cisco Unified Customer Voice Portal (CVP)

Voice Self-service Platform Cisco® Unified Customer Voice Portal (Unified CVP) is a product that provides IP-based self-service and call routing. It combines open-standards support for speech with intelligent application development and call control to deliver personalized self-service to callers - either as a standalone interactive-voice-response (IVR) system or transparently integrated with a contact center.

•  On-premises Software

•  Port-based

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Thank you.