The New Collaboration Experience
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There are a few key trends that are making business more complex: global value chain, consumerization, information overload and worker mobility. These complexities are having a dramatic impact on business – slowing key business processes, reducing responsiveness and causing missed opportunities for your customers. Cisco’s collaboration architecture is designed to help address these challenges. From the ground up, it is constructed to enable boundaryless collaboration – breaking down silos between content formats, individual tools and devices, companies, and ultimately between people working towards a common goal. Cisco’s portfolio of collaboration applications leverage these services to help companies deliver against top line business imperatives such as saving on travel costs, improving employee productivity, increasing customer intimacy and facilitating innovation. Together, these layers establish a collaboration core enabling compelling experiences both within and among organizations. As you and your customers think about transitioning to boundaryless collaboration, this is the architecture that will enable it.
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The New Collaboration Experience
- 1. The New Collaboration Experience Rick McConnell VP, Collaboration Sales Strategy
- 2. Increasing Complexities… How do I work better with MY PARTNERS AND SUPPLIERS? How can I do MORE WITH LESS? I need to MOVE FASTER. I want to use my iPhone FOR WORK. There’s TOO MUCH INFORMATION! How do I get to know my customersWITHOUT TRAVEL? How do I BALANCE WORK WITH MY PERSONAL LIFE?
- 3. …and Its Business Impact I need CLOSER RELATIONSHIPS with my partners. This market is moving TOO FAST for us. My IT budget is STRETCHED already. Our time to market is TOO SLOW. We are MISSING OPPORTUNITIES. I’m worried about CUSTOMER SATISFACTION. My team needs the same APPLICATIONS AT HOME.
- 4. Changing the Way We Work Collaborative Tools Text Voice, Video Many Number of Stakeholders Email IM Documents One “Raising the productivity of employees whose jobs can't be automatedis the next great performance challenge—and the stakes are high.” McKinsey & Company, The 21st Century Organization
- 5. Changing the Way We Work Collaborative Tools Text Voice, Video Social Networking Many Video on Demand Discussion Forums Unified Communications Wikis Contact Center Blogs Number of Stakeholders Email Conferencing IM TelePresence Documents One Vmail “Raising the productivity of employees whose jobs can't be automatedis the next great performance challenge—and the stakes are high.” McKinsey & Company, The 21st Century Organization
- 6. Essential Elements of Collaboration Not So Long Ago… Today… Information People Communities Context Security
- 7. Essential Elements of Collaboration Not So Long Ago… Today… Information People Communities Context Security
- 8. Essential Elements of Collaboration Not So Long Ago… Today… Information People Communities Context Security
- 9. Essential Elements of Collaboration Not So Long Ago… Today… Information People Communities Context Security
- 10. Essential Elements of Collaboration Not So Long Ago… Today… Communities
- 11. Interoperable,OpenArchitecture Secure Inter-Company FlexibleDeploymentModels Video As a Transformative Element EnterpriseSocialSoftware Cisco Strategic Direction
- 12. Interoperable,OpenArchitecture Secure Inter-Company FlexibleDeploymentModels Video As a Transformative Element EnterpriseSocialSoftware Cisco Strategic Direction Integrated Experience
- 13. Cisco Collaboration Architecture Infrastructure Network Storage Virtual Machines
- 14. Cisco Collaboration Architecture Content Mgmt Session Mgmt Presence Collaboration Services Location Client Frameworks Tagging Policy and Security Management Infrastructure Network Storage Virtual Machines
- 15. Cisco Collaboration Architecture Customer Care Conferencing Communication and Collaboration Applications Enterprise Social Software IP Communications Messaging Mobile Applications Telepresence Content Mgmt Session Mgmt Presence Collaboration Services Location Client Frameworks Tagging Policy and Security Management Infrastructure Network Storage Virtual Machines On-Premise SaaS Hybrid
- 16. Delivering the Architectural FoundationCollaboration Now and in the Future Communication and Collaboration Applications Collaboration Services Infrastructure This core is then leveraged by any combination of end-user clients, devices or custom applications from Cisco or 3rd parties
- 17. Cisco Collaboration Portfolio Enterprise Social Software IP Communications Telepresence Mobile Applications Conferencing Customer Care Messaging
- 18. Why Cisco? Business Value Technical Differentiation Build Trust with Rich, Reliable Interactions Real-time voice and video leadership Connect the Right People and Information Context: Presence, Session Management, Tagging Accelerate Team Performance Integrated Experience Collaborate with Confidence Across Companies Intercompany, Trusted Cloud Maximize Your IT Investments Openness and Interoperability
- 21. Cisco Unified Contact Center Enterprise, Express, Customer Voice Portal, Expert Advisor 8.0
- 22. Customer Care as a Service
- 23. Any-to-any Cisco TelePresence HD Interoper-ability
- 24. Cisco TelePresence WebEx Engage
- 25. Intercompany Cisco TelePresence Directory
- 31. SVC next gen video
- 32. Widget for Nokia smartphones, native app for BlackBerry
- 34. Taking the Next StepMultiple Points to Get Started Conferencing TelePresence Enterprise Social Software Messaging Contact Center UC Applications Document Management Policy Workflow Portals Directory Search Applications Infrastructure
- 35. Conferencing TelePresence Enterprise Social Software Messaging Contact Center UC Applications Document Management Policy Workflow Portals Directory Search Start at Any Point, Go at Any Pace, Based on Business Priorities Increase Sales Productivity Improve Interactions with Suppliers Virtualize Customer Support Replace an Aging TDM PBX Reduce Travel Expenses Shift to Cloud Efficiencies Applications Infrastructure Taking the Next StepMultiple Points to Get Started
- 36. Conferencing TelePresence Enterprise Social Software Messaging Corporate Collaborative Mashups Contact Center UC Applications Cisco Enterprise Collaboration Platform Document Management Policy Workflow Portals Directory Search Taking the Next StepMultiple Points to Get Started Leverage Investments into an Integrated Experience When Ready Applications Infrastructure
- 37. Market Leadership R&D Investment Thought Leadership, Industry Expertise Strategic Partnerships Full Range of Service Offerings Cisco’s Commitment to Collaboration
Notas del editor
- There are a few key trends that are making business more complex, creating a need for organizations to change the way they operate.First, the global value chain. Today, no matter what size, almost all businesses work with outside suppliers, partners or contractors whether across the country, multi-regional or truly global. Work has expanded across multiple time zones, forcing a shift in where we work, and when we work---and this is happening both within and outside corporate firewalls. This comes with some real challenges: it’s harder to connect with the people you need. It’s harder to resolve issues over distance, and build trust with you don’t know well and don’t see. When you do connect with them, you usually can’t see them. If you’re trying to connect with people outside of your organization, you have no way of knowing their availability or how best to reach them. And business processes are mixed among companiesSecond, consumerization. Continuing a cycle that has been going on for decades, employees continue to bring in new devices and applications into work because they simplify their work lives and make them more productive at work. People are bringing in their smart phones and using Facebook and YouTube for company business. This is what we mean when we talk about “the consumerization of IT”, and it poses real challenges for IT to maintain enterprise security and control costs.Third, information overload. If the 90’s was dubbed “The Information Age”, today we’re living in “The Participation Age”--- web 2.0 tools like video portals, podcasts, blogs, wikis, and discussion forums are changing the face of how information is created, published, managed, and consumed. Customers need to be able to manage this by helping people find the RIGHT content when they need it. Fourth, worker mobility. Technology advances coupled with green initiatives and the need to work outside of 9 to 5 due to global value chains is making it harder to know where people are. The complexity for IT is that information and collaboration capabilities now have to follow works, versus workers coming to an office to access them. Transition: These complexities are having a dramatic impact on business – slowing key business processes, reducing responsiveness to customers and market trends and most importantly - causing missed opportunities for your customers. So how can IT help the business?
- There are a few key trends that are making business more complex, creating a need for organizations to change the way they operate.First, the global value chain. Today, no matter what size, almost all businesses work with outside suppliers, partners or contractors whether across the country, multi-regional or truly global. Work has expanded across multiple time zones, forcing a shift in where we work, and when we work---and this is happening both within and outside corporate firewalls. This comes with some real challenges: it’s harder to connect with the people you need. It’s harder to resolve issues over distance, and build trust with you don’t know well and don’t see. When you do connect with them, you usually can’t see them. If you’re trying to connect with people outside of your organization, you have no way of knowing their availability or how best to reach them. And business processes are mixed among companiesSecond, consumerization. Continuing a cycle that has been going on for decades, employees continue to bring in new devices and applications into work because they simplify their work lives and make them more productive at work. People are bringing in their smart phones and using Facebook and YouTube for company business. This is what we mean when we talk about “the consumerization of IT”, and it poses real challenges for IT to maintain enterprise security and control costs.Third, information overload. If the 90’s was dubbed “The Information Age”, today we’re living in “The Participation Age”--- web 2.0 tools like video portals, podcasts, blogs, wikis, and discussion forums are changing the face of how information is created, published, managed, and consumed. Customers need to be able to manage this by helping people find the RIGHT content when they need it. Fourth, worker mobility. Technology advances coupled with green initiatives and the need to work outside of 9 to 5 due to global value chains is making it harder to know where people are. The complexity for IT is that information and collaboration capabilities now have to follow works, versus workers coming to an office to access them. Transition: These complexities are having a dramatic impact on business – slowing key business processes, reducing responsiveness to customers and market trends and most importantly - causing missed opportunities for your customers. So how can IT help the business?
- Well, while we have made significant IT investments in transactional systems over the past decade, they aren’t suited to address these complexities.Those systems that automate routine tasks, like order processing, HR self-serve systems or inventory management are enormously important – businesses run on them and have achieved huge productivity gains over the last decade. They were and continue to be the right investments at that timeBut the trends I described are affecting those repeatable business processes that depend on people - processes that have multiple decision makers and multiple right answers.Business today needs to focus on improving interactions to achieve new gains in innovation, creativity and decision efficiency. Making better decisions faster is how companies beat their competition and achieve superior financial performance.And now more than ever with reduced teams, reduced budgets and reduced travel – what some call the new normal – collaboration is more critical than ever. And those businesses that harness collaboration will drive competitive advantage. Transition:So what can collaboration do to improve the bottom line? Let’s look at some key business processes and see how collaboration is making an impact today.
- Well, while we have made significant IT investments in transactional systems over the past decade, they aren’t suited to address these complexities.Those systems that automate routine tasks, like order processing, HR self-serve systems or inventory management are enormously important – businesses run on them and have achieved huge productivity gains over the last decade. They were and continue to be the right investments at that timeBut the trends I described are affecting those repeatable business processes that depend on people - processes that have multiple decision makers and multiple right answers.Business today needs to focus on improving interactions to achieve new gains in innovation, creativity and decision efficiency. Making better decisions faster is how companies beat their competition and achieve superior financial performance.And now more than ever with reduced teams, reduced budgets and reduced travel – what some call the new normal – collaboration is more critical than ever. And those businesses that harness collaboration will drive competitive advantage. Transition:So what can collaboration do to improve the bottom line? Let’s look at some key business processes and see how collaboration is making an impact today.
- Cisco’s collaboration architecture not only powers our product portfolio, it is also our most important competitive differentiator. From the ground up, it is constructed to enable boundaryless collaboration – breaking down silos between content formats, between individual tools and devices, between companies, and ultimately between people working towards a common goal.At Cisco, we recognize that it requires a combination of both great software and purpose-built hardware to deliver the experiences that most effectively bring people together. Yet at the same time, we recognize that heterogeneity is a fact of life and that interoperability, openness and customer choice are paramount. These principles are actively embraced throughout our architecture.We also realize that it’s neither all about the desktop nor all about the cloud – it’s about recommending the right option to empower individuals, teams and communities to get their work done. But whether it’s an on-premise in-room solution, a hosted PC-based solution, or a combination of the two – it’s an intelligent network that’s the foundation that makes it all possible. It is the converged network that binds together today’s infrastructure domains of virtualized computing, network resources and persistent storage to enable unmatched agility, resiliency, scalability and quality of experience – and that allows an organization to securely span beyond its corporate firewall in order to collaborate with customers, partners and suppliers.With MediaNet, the network will be able to dynamically route rich media traffic along the path of least resistance to deliver the fastest and highest quality voice, video and data experiences to end users.With the Service Advertisement Framework we’re building into MediaNet, devices will automatically be able to advertise what services are available to them so that things like the configuration of dial plans can be automated… changing the experience for those working in IT behind the scenes as well.And there’s much more - so when you hear competitors talk about the network as “just plumbing”, you can respond with confidence that it’s actually an intelligent platform for rich and effective inter-company collaboration.On top of this foundation resides a comprehensive set of network-based services that enrich collaborative applications - services that can turn video into a first-class content citizen instead of just an opaque data type, services that turn data into information by providing associated context. Services that can construct an open social graph of who you know – and who you need to know – to get products built faster, close deals more effectively, or discover that next billion dollar market opportunity.Services such as presence – and we mean presence well beyond the boundaries of instant messaging – that are shared across different tools and devices, bridging between individual application slios using standards-based protocols such as SIP/SIMPLE and XMPP.Services that allow you to locate the people you need to interact with, whether they’re in the office or on the road – and that can manage collaborative sessions such that if a call is dropped, with a touch of a button it can be resumed – and then transferred - as you move between different devices in the flow of your natural workstream.These building blocks are designed to operate consistently and reliably, with true functional integrity that ensures their reusability by any application or device that touches the network. Well-defined APIs expose these services to a very broad range of both Cisco and non-Cisco collaboration applications – all the while consistently secured and managed via network-based policy.Cisco’s portfolio of collaboration applications leverage these services to help companies deliver against the top line business imperatives they are facing today - - such as saving on travel costs, improving employee productivity, increasing customer intimacy and facilitating innovation as they prepare for the upturn.Together, these layers establish a collaboration core enabling compelling experiences both within and among organizations. As you and your customers think about transitioning to boundaryless collaboration, this is the architecture that will enable it It offers a consistent experience to end users, regardless of what device or client they use. It accounts for the variability and diversity in the broad range of devices and applications people use to get work done. And that’s why interoperability has been, and continues to be one of our top investment priorities for collaboration.
- Cisco’s collaboration architecture not only powers our product portfolio, it is also our most important competitive differentiator. From the ground up, it is constructed to enable boundaryless collaboration – breaking down silos between content formats, between individual tools and devices, between companies, and ultimately between people working towards a common goal.At Cisco, we recognize that it requires a combination of both great software and purpose-built hardware to deliver the experiences that most effectively bring people together. Yet at the same time, we recognize that heterogeneity is a fact of life and that interoperability, openness and customer choice are paramount. These principles are actively embraced throughout our architecture.We also realize that it’s neither all about the desktop nor all about the cloud – it’s about recommending the right option to empower individuals, teams and communities to get their work done. But whether it’s an on-premise in-room solution, a hosted PC-based solution, or a combination of the two – it’s an intelligent network that’s the foundation that makes it all possible. It is the converged network that binds together today’s infrastructure domains of virtualized computing, network resources and persistent storage to enable unmatched agility, resiliency, scalability and quality of experience – and that allows an organization to securely span beyond its corporate firewall in order to collaborate with customers, partners and suppliers.With MediaNet, the network will be able to dynamically route rich media traffic along the path of least resistance to deliver the fastest and highest quality voice, video and data experiences to end users.With the Service Advertisement Framework we’re building into MediaNet, devices will automatically be able to advertise what services are available to them so that things like the configuration of dial plans can be automated… changing the experience for those working in IT behind the scenes as well.And there’s much more - so when you hear competitors talk about the network as “just plumbing”, you can respond with confidence that it’s actually an intelligent platform for rich and effective inter-company collaboration.On top of this foundation resides a comprehensive set of network-based services that enrich collaborative applications - services that can turn video into a first-class content citizen instead of just an opaque data type, services that turn data into information by providing associated context. Services that can construct an open social graph of who you know – and who you need to know – to get products built faster, close deals more effectively, or discover that next billion dollar market opportunity.Services such as presence – and we mean presence well beyond the boundaries of instant messaging – that are shared across different tools and devices, bridging between individual application slios using standards-based protocols such as SIP/SIMPLE and XMPP.Services that allow you to locate the people you need to interact with, whether they’re in the office or on the road – and that can manage collaborative sessions such that if a call is dropped, with a touch of a button it can be resumed – and then transferred - as you move between different devices in the flow of your natural workstream.These building blocks are designed to operate consistently and reliably, with true functional integrity that ensures their reusability by any application or device that touches the network. Well-defined APIs expose these services to a very broad range of both Cisco and non-Cisco collaboration applications – all the while consistently secured and managed via network-based policy.Cisco’s portfolio of collaboration applications leverage these services to help companies deliver against the top line business imperatives they are facing today - - such as saving on travel costs, improving employee productivity, increasing customer intimacy and facilitating innovation as they prepare for the upturn.Together, these layers establish a collaboration core enabling compelling experiences both within and among organizations. As you and your customers think about transitioning to boundaryless collaboration, this is the architecture that will enable it It offers a consistent experience to end users, regardless of what device or client they use. It accounts for the variability and diversity in the broad range of devices and applications people use to get work done. And that’s why interoperability has been, and continues to be one of our top investment priorities for collaboration.
- Cisco’s collaboration architecture not only powers our product portfolio, it is also our most important competitive differentiator. From the ground up, it is constructed to enable boundaryless collaboration – breaking down silos between content formats, between individual tools and devices, between companies, and ultimately between people working towards a common goal.At Cisco, we recognize that it requires a combination of both great software and purpose-built hardware to deliver the experiences that most effectively bring people together. Yet at the same time, we recognize that heterogeneity is a fact of life and that interoperability, openness and customer choice are paramount. These principles are actively embraced throughout our architecture.We also realize that it’s neither all about the desktop nor all about the cloud – it’s about recommending the right option to empower individuals, teams and communities to get their work done. But whether it’s an on-premise in-room solution, a hosted PC-based solution, or a combination of the two – it’s an intelligent network that’s the foundation that makes it all possible. It is the converged network that binds together today’s infrastructure domains of virtualized computing, network resources and persistent storage to enable unmatched agility, resiliency, scalability and quality of experience – and that allows an organization to securely span beyond its corporate firewall in order to collaborate with customers, partners and suppliers.With MediaNet, the network will be able to dynamically route rich media traffic along the path of least resistance to deliver the fastest and highest quality voice, video and data experiences to end users.With the Service Advertisement Framework we’re building into MediaNet, devices will automatically be able to advertise what services are available to them so that things like the configuration of dial plans can be automated… changing the experience for those working in IT behind the scenes as well.And there’s much more - so when you hear competitors talk about the network as “just plumbing”, you can respond with confidence that it’s actually an intelligent platform for rich and effective inter-company collaboration.On top of this foundation resides a comprehensive set of network-based services that enrich collaborative applications - services that can turn video into a first-class content citizen instead of just an opaque data type, services that turn data into information by providing associated context. Services that can construct an open social graph of who you know – and who you need to know – to get products built faster, close deals more effectively, or discover that next billion dollar market opportunity.Services such as presence – and we mean presence well beyond the boundaries of instant messaging – that are shared across different tools and devices, bridging between individual application slios using standards-based protocols such as SIP/SIMPLE and XMPP.Services that allow you to locate the people you need to interact with, whether they’re in the office or on the road – and that can manage collaborative sessions such that if a call is dropped, with a touch of a button it can be resumed – and then transferred - as you move between different devices in the flow of your natural workstream.These building blocks are designed to operate consistently and reliably, with true functional integrity that ensures their reusability by any application or device that touches the network. Well-defined APIs expose these services to a very broad range of both Cisco and non-Cisco collaboration applications – all the while consistently secured and managed via network-based policy.Cisco’s portfolio of collaboration applications leverage these services to help companies deliver against the top line business imperatives they are facing today - - such as saving on travel costs, improving employee productivity, increasing customer intimacy and facilitating innovation as they prepare for the upturn.Together, these layers establish a collaboration core enabling compelling experiences both within and among organizations. As you and your customers think about transitioning to boundaryless collaboration, this is the architecture that will enable it It offers a consistent experience to end users, regardless of what device or client they use. It accounts for the variability and diversity in the broad range of devices and applications people use to get work done. And that’s why interoperability has been, and continues to be one of our top investment priorities for collaboration.