Why Unified Communications?

January 2010

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Agenda
Business Challenges Facing Small and Medium Businesses

How Unified Communications Can Make a Difference

Cisco Unified Communications Success Stories

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SMB Business Priorities for IT

Lowering operating costs Acquiring / retaining customers Improving workforce productivity Improving product / process quality Driving market offerings Enhancing practices

*Prioritized goals that CEOs may ask IT organizations to help drive

Source: Mindwave EMEA and U.S. research 2008
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Different Users, Different Styles, Different Workspaces

Call My Phone

Find Me, Follow Me

See Me, Contact Me, Meet Me Online

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Businesses Struggle to Keep Pace

Technology Advancements Lack of Integration Employee Preference Users Taking Matters Into Their Own Hands

Business

Employee

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The Way We Work Is Changing and Technology Can Help

Operations across time zones The evolving workspace Continuous connectivity Real-time information

Business

Technology

UC
Legal
New and changing regulations Policies Security
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Competition
Empowered employees Customer intimacy Larger businesses
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Society
Social networks and Web 2.0 Mobile workforce Green initiatives
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Using Unified Communications, You Can

Serve Customers Better

Connect Everyone

Connect

Be More Productive

Secure My Business

Collaborate

Work from Anywhere

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Unified Communications Can Make A Difference

and Help Your Business Evolve

Deliver Network and Communications Solutions That Enable Connectivity and Collaboration to Help You Differentiate Your Business
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What Is Unified Communications?

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Unified Communications The Myths

Its Just Skype. Its Just a Fancy Word for Voice over IP. Its Voicemail in Your Email.

Its Definitely Not for Small Businesses Like Mine.

Its Patching Things Together That Dont Work Together.

Whatever It Is, Its More Than I Need.

Its Big, Complex, and Expensive.

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What Is Unified Communications?

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.

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Unified Communications Is Not a Product or Set of Products

It is an Architecture

that Integrates, Unites, or Connects Traditionally Diverse Modes of Communications Helping You Quickly Adapt to Market Changes, Increase Productivity, and Improve Your Competitive Advantage.
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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

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The Old Workplace ...

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Application Integration

Video

Web Portals

Becomes the Unified Workspace

Virtual Office

Mobility

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Building the Unified Communications Experience for Small and Medium Businesses
Only Cisco Can Deliver It All

Robust Phone System Features

Reliable Network Infrastructure

Full Network Security

Tight Integration with Desktop Applications

Secure Wi-Fi Access from Anywhere

Full Line of Phones

Everything You Need to Unify Your Communications

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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

Single Number Reach

Conference Bridge

Basic Call Center Screen Pop, Click to Dial

Teleworker

Voicemail in Outlook

Mobility

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Take Advantage of Unified Communications Securely from Anywhere You Work

Branch Office On the Road

With a Client

Home Office
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Cisco Unified Communications: Real Stories from Businesses Like Yours

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Work from Anywhere

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 members 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.

Work is no longer a place. Work is where you are.

Alan Sears, President TBL Networks, Inc. Virginia, USA

http://preview.tinyurl.com/5t7cn2
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Improve Productivity and Customer Service

This is my workspace. When you work on cars, you trade time for dollars.
Derek Latham Seyfer 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 Seyfers firewall, wireless network, VPN connections for email, and more in addition to managing the companys phone system. By saving the service manager 30 minutes a day, sales potential is increased by $200 to $400.

http://tinyurl.com/637wzc
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Improve Productivity
Video changed the way we work with suppliers.
Claire Evans amaZulu, Inc. Florida, USA When youre working with suppliers halfway 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
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Connect Your Phone and Desktop

Cisco Unified Communications Solutions do far more than integrate messaging by putting voicemail into your email.

I do everything through my PC. I never touch the phone.

Margaret Chase Everything Tradeshows Florida, USA

Cisco Unified CallConnectors embed unified communications functions into the PCbased 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.

http://tinyurl.com/637wzc
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Integrate Business Applications

My staff spent 4 hours a day making appointment reminder calls. Now the system places the calls.
Dr. Sunita Jayakar Practice Owner California, USA One of the most powerful productivity tools integrated into the Cisco solution built for Dr. Jayakar and Associates is the companys 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.

http://tinyurl.com/5l3a7w
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Secure Your Business and Offer Customers Choice

With Cisco Unified Communications, we provide an exceptional business lounge experience.
Christopher Lee, CEO Geek Terminal A place for business travelers to stop, Geek Terminals goal is to provide the best in communications technologiesto 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.

Singapore

http://tinyurl.com/67caxb
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Why Cisco?

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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

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Cisco Solves the Challenges

Partners Cisco Brand

Experience
Technology and Products Cisco CapitalSM
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Service Support

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Ciscos Green Mission

Operations
Affecting How We Operate as a Business

Products
Creating Efficiencies and Innovations in Our Products

Solutions
Providing Solutions to Our Customers to Address Global Environmental Concerns

Employees and Advocacy

Inspiring Our Employees to Get Involved and Take Action
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Forty-Three Percent of Small Businesses Have Been Asked by Large Customers About Their Environmental Practices.

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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/UCOffersValuetoSMBBusinessesManuf.pdf Forrester Research White Paper: Unified Communications for Professional Services SMBs: https://www.cisco.com/offer/14160/1/UCOffersValuetoSMBBusinesses-PS.pdf
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