Collaboration Improves Productivity and Staff Satisfaction at Outsourcing Company. Cisco Unified Communications Licensing enables TDS to deliver faster, more efficient service to clients in multiple countries

1. EXECUTIVE SUMMARY Challenge
In many industries employees are increasingly dispersed: for instance, working
at customers’ premises, from home, and on the move. Reduced accommodation
costs, improved sustainability, and better and faster customer care are just some
of the benefits.
There are few downsides. However, TDS – a Fujitsu-owned IT services company
specializing in SAP consulting and outsourcing in Germany ― was finding it difficult to
participate in this trend while maintaining effective teamwork.
Thomas Würtemberger, IT administrator at TDS, explains: “That was because we
relied almost exclusively upon traditional email, telephone, and teleconferencing
systems. We decided to look for a more advanced collaboration toolkit.”
Solution
TDS became one of the first companies in Europe to deploy Cisco Unified
Communications Licensing, which allows organizations to access a wide range of
Cisco Collaboration applications and services in a cost effective, simple package,
including soft clients, applications server software, and licensing on a per-user basis.
The company initially purchased a Cisco Unified Communications Manager enterprise-
class IP telephony call processing system with Cisco Unity® Connection. A year later
TDS added Cisco Unified MeetingPlace® Express to its collaboration portfolio, followed
by Cisco Unified Contact Center Express and Cisco WebEx. The latest addition to the
TDS collaboration suite is Cisco Jabber for Windows.
These collaborative systems run on a virtualized data center infrastructure based on
Cisco Unified Computing System (Cisco UCS®) C220 Series Rack Servers, Cisco
Nexus 7000 and 5000 Series Switches, Nexus 2000 Series Fabric Extenders, and
Nexus 1000V Virtual Switches.
Customer Case Study
Collaboration Improves Productivity and
Staff Satisfaction at Outsourcing Company
Cisco Unified Communications Licensing enables TDS to deliver faster, more efficient service to
clients in multiple countries
Customer Name: TDS
Industry: IT
Location: Germany
Number of Employees: 800
Challenge
• Enable strong teamwork across a highly
mobile and dispersed workforce while
enhancing service delivery quality
Solution
• Collaboration platform based on Cisco®
Unified Communications Licensing
featuring Contact Center Express, Cisco
WebEx®, and Cisco Jabber™ virtualized
on the Cisco Unified Computing
System™ with Cisco Nexus® switching
Results
• Ability to work more effectively in the
office, at home, and on the move
• Easier to reach colleagues and
communicate in real time
• Faster fault resolution, lower travel costs,
and improved staff satisfaction
© 2013 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 1 of 2

2. “Having Cisco collaboration
tools means we’re more
flexible. For example,
someone on standby works
a minimum of four hours a
day and can do everything
from home. That means
lower travel costs and
improved staff satisfaction.”
Thomas Würtemberger
IT Administrator
TDS
Customer Case Study
Results
WebEx is widely used at all levels within TDS and between the company and its
corporate partners, and it played a crucial role in facilitating negotiations for the
recent sale of a company business unit. Würtemberger says: “Jabber is also very
popular. Features such as the ability to click to call from Outlook are very useful.”
Business-wide, Cisco Collaboration has improved efficiency by allowing workers to
view when their colleagues are able to take calls or handle queries. This feature extends
to trouble ticketing, which has speeded up the company’s ability to handle faults.
“Having Cisco collaboration tools means we’re more flexible,” Würtemberger sums up.
“For example, someone on standby works a minimum of four hours a day and can do
everything from home. That means lower travel costs and improved staff satisfaction.”
Using a licensing arrangement means the company can quickly add users and new
technologies, while benefiting from greater financial control, with costs funded
from operating expenditures.
For More Information
To learn more about the Cisco architectures and solutions featured in this case
study, please go to:
www.cisco.com/go/collaboration
Product List
Collaboration
•• Cisco Unified Communications Licensing
•• Cisco Unified Communications Manager
•• Cisco Unified MeetingPlace Express
•• Cisco Unified Contact Center Express
•• Cisco Unity Connection
•• Cisco WebEx
•• Cisco Jabber for Windows
Data Center Solutions
•• Cisco UCS C220 Series Rack Servers
Routing and Switching
•• Cisco Nexus 7000 Series Switches
•• Cisco Nexus 5000 Series Switches
•• Cisco Nexus 1000V Virtual Switches
•• Cisco Nexus 2000 Series Fabric Extenders
© 2013 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Printed in the UK ES/0913 Page 2 of 2
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