Introduction to Cisco

Collaboration
Technologies
Developed for the Cisco Networking Academy Community

Contents
Introduction to Collaboration Technologies
IP Communications
Mobile Applications
Customer Care
TelePresence
Conferencing
Messaging
Enterprise Social Software

Introduction to Collaboration Technologies

Definitations:

Collaborations:
Cooperative arrangement in which two or more parties (which
may or may not have any previous relationship) work jointly
towards a common goal.

Using new uses such as social networks, instant messaging, voice

& web conferencing, tweets to increase the individual & team
access to an on going flow of information

A system is needed to combine management, security,

measurability & standardization benefits of traditional, transactional
based processes.

Introduction to Collaboration Technologies

Changing the way we work & learn
Collaborative Tools

Many

Voice, Video
Social Networking

Discussion Forums
Wikis

Video on
Demand

Unified
Communications

Blogs

Email
IM

One

Number of Stakeholders

Text

Contact
Center
Conferencing
TelePresence

Documents
Vmail

Introduction to Collaboration Technologies

Types of Collaborative Processes

Introduction to Collaboration Technologies

Benefits of Collaboration 1/2

Improve Customer Satisfaction

Enhance the quality of customer experiences to create more loyal
customers.

Enhance Citizen Services

Provide a broader range of communications channels to increase
choice while reducing costs and improve citizen satisfaction.

Optimize Team Performance

Build trust and share information across distributed groups,
businesses, and geographies to speed business agility.

Enable Mobile Users

Unlock the potential to work better with others from anywhere using
any device to accelerate competitive advantage.

Introduction to Collaboration Technologies

Benefits of Collaboration 2/2

Improve Organizational Communications

Communicate effectively at all company levels to drive business
results.

Transform Training and Event Management

Deliver an engaging and interactive strategy to achieve higher
business performance.

Enhance Facility Mangement

Create a new workplace offering secure and flexible working
options to improve teamwork, increase productivity, and reduce
real estate.

Optimize IT
Improve end user access and experiences through new delivery
models to support business growth.

Introduction to Collaboration Technologies

Collaboration Architecture

Introduction to Collaboration Technologies

Cisco Collaboration Direction

Interoperable,
Open
Architecture
Secure
InterCompany

Integrated
Experience

Video
Communications

Flexible
Consumption
Models

Enterprise
Social
Software

Introduction to Collaboration Technologies

Cisco Collaboration Portfolio

IP
Communications

Mobile
Applications

Customer
Care

Telepresence

Conferencing

Messaging

Enterprise
Social Software

Collaboration is together
10

Introduction to Collaboration Technologies

Collaboration Portfolio Highlights

http://www.cisco.com/cisco/web/UK/products/collaboration/index.html

Cisco Unified CM Session

Management Edition
SIP trunking
Cisco Intercompany
Media Engine
Business to business UC
Cisco Unified Presence
Dual protocol: SIP/SIMPLE and
XMPP, powered by Jabber

Cisco Unified Communications

Manager
Cisco Unified IP Phones 9900
and 8900 Series Video
enabled
Cisco Unified Mobile
Communicator for
Apple/Nokia/Android

IP Communications and
Mobile Applications

Cisco Unified Any-to-any

Cisco WebEx Cisco Unified
Contact
Cisco
Meeting
Personal
Center
TelePresence
Center for
Communicator
Enterprise,
HD InteroperiPhone
Powered by
Express,
ability
Web handoff
Jabber
Customer
Cisco
from iPhone Cisco WebEx
Voice Portal,
TelePresence
to PC
Connect IM
Expert Advisor
WebEx Engage Cisco WebEx
Powered by
Customer
Intercompany
Node for MCS
Jabber,
Care as a
Cisco
with
UC softphone
Service
TelePresence
MeetingPlace
VoiceMail
MeetingPlace
Social Miner Directory
Unity, Unity
CTS
Express and
Reporting
500/1100/1300/
Unity
30103210
Connection
Ex-Tandberg
Video solution

Customer
Care

Telepresence

Conferencing

Messaging

Cisco Show
and Share
Social video
system

Cisco
Enterprise
Collaboration
Platform(Cisc
o Webex
Social)
Social
networking for
business

Enterprise
Social Software
11

Introduction to Collaboration Technologies

Cisco Collaboration Portfolio Categories 1/2
Conferencing

Customer care

Software as a service (SaaS)-based, on premises, or

hybrid
Video, audio, and web meetings
Training, support, and event solutions
Contact center routing and queuing
Voice self-service
Social media customer care

Enterprise social
software

Enterprise collaboration platform

Social video sharing
Prosumer video capture

Messaging

Voice and unified messaging

Enterprise instant messaging
SaaS-based email
12

Introduction to Collaboration Technologies

Cisco Collaboration Portfolio Categories 2/2
Telepresence

Immersive, multipurpose, and personal endpoints

Scalable, interoperable infrastructure
Secure intercompany services

IP
communications

IP telephony
Communications endpoints and applications
Hosted unified communications

Mobile
applications

Unified mobile applications

Cisco WebEx meeting applications for smartphones
Business tablet and wireless IP phones

13

Introduction to Collaboration Technologies

Solutions offered by other companies
Name

Cisco Webex

E-Mail Serve
r

Faxing

Instant mes
saging

No

No

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

No

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

No,
integrated
IBM Sametime
with Lotus
Domino

Telephony Videoconfer Web conferen Data conferen Application Electroni Synchronous

encing
cing
cing
sharing
c meeting conferencing
system

Yes with Yes with Yes with

Yes with
integrated integrated integrated integrated
Sametime Sametime Sametime Sametime

IBM Lotus Dom

ino

Yes

Yes

Microsoft Exch
ange Server

Yes

Yes

No

No

No

No

No

No

Yes

No

Yes

No

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

No

No

No

No

No

Yes

No

Yes

No

Microsoft Lync
Server

Microsoft Shar
ePoint

No

Yes with
Yes with integrate
integrated
d
Sametime Sametim
e

No

14

Contents
Introduction to Collaboration Technologies

IP Communications

Mobile Applications
Customer Care
TelePresence
Conferencing
Messaging
Enterprise Social Software

15

IP Communications
Definition

networks that use the IP protocol for voice and video traffic,
or the principle communications standard used for
transmitting data across an internetwork using the Internet
Protocol Suite.
manage voice, video, mobility, and presence services
between IP endpoints, media-processing devices, voiceover-IP (VoIP) gateways, mobile devices, and multimedia
applications
provide reliable and advanced communications capabilities
no matter where staff may be working with a full suite of
applications and endpoints.
16

IP Communications
Benefits

Efficiently run voice, data, and video communications over

a single, converged network
Take advantage of a wide array of Cisco IP endpoints to
meet diverse communications needs
Optimize efficiency with Cisco Unified Communications
network management

17

IP Communications
Products

Cisco Unified Communications Manager

Cisco Unified Communications Manager Assistant
Cisco Unified Communications Manager Express
Cisco Unified Communications Manager Business Edition
Cisco Unified Communications Manager Session Management
Edition
Cisco IP Communicator
Cisco Unified IP Phones 6900,7900, 8900, 9900 Series
Cisco SPA 500 Series IP Phones
Cisco Unified Attendant Console Portfolio
Cisco Emergency Responder
Cisco Intercompany Media Engine
Cisco Unified Survivable Remote Site Telephony (SRST)
Cisco Unified Communications Services

18

Contents
Introduction to Collaboration Technologies
IP Communications
Mobile Applications
Customer Care
TelePresence
Conferencing
Messaging
Enterprise Social Software

19

Mobile Applications
Definition

Increase employee productivity and control mobile

costs by making mobile devices extensions of the
enterprise network (or Borderless Network)

20

Mobile Applications
Benefits

Increase employee productivity

Improve responsiveness to customers

Control costs by extending the enterprise network to mobile devices

Enable employees to connect, communicate, and collaborate using

mobile devices

Extend full communications capabilities to your on-campus mobile

workforce

Cut administration costs with centralized management and common

dialing plans

Increase productivity with access to customized applications

Collaborate more effectively with customers, suppliers, and colleagues

21

Mobile Applications
Diversified Mobility

22

Mobile Applications
Products

Cisco Unified Mobility

Nokia Call Connect for Cisco
Cisco WebEx Meeting Center on Smartphone Browsers
Cisco WebEx Meeting Center on Mobile Devices
Cisco Mobile Supervisor
Cisco Jabber
Cisco Unified IP Phones 9900 and 8900 Series Video
enabled
Cisco Unified Mobile Communicator for
Apple/Nokia/Android
23

Contents
Introduction to Collaboration Technologies
IP Communications
Mobile Applications
Customer Care
TelePresence
Conferencing
Messaging
Enterprise Social Software

24

Customer Care
Definition

Drive true customer intimacy by quickly and proactively

connecting people with the information, expertise, and
support they need.
Create a foundation for positive customer service from
simple phone transactions to unique, rich experiences
that can be customized to meet the needs of individual
customers.

25

Customer Care
Benefits

Build Competitive Advantage

Use voice, web, email, video, chat, analytics, and social
media to personalize customer service.
Accelerate Time To Resolution
Advanced communications help agents quickly identify
and resolve potential problems.
Enhance Customer Satisfaction
Help customers quickly access agent assistance.
Increase Revenue Opportunities
Create more productive sales opportunities.
26

Customer Care

Customer Collaboration 4 Elements

27

Customer Care

Social Media Customer Care: Customer Engagement

28

Customer Care

Social Media Customer Care Maturity Model

29

Customer Care
Multimedia Recording and Analytics (Achitecture)

30

Customer Care
Video Customer Care

31

Customer Care
Collaboration Desktops ( Agent desktop)

32

Customer Care
Products
Cisco Social Miner
Cisco Unified Contact Center Enterprise/Express
Cisco Unified Customer Voice Portal
Cisco Unified Expert Advisor
Cisco Unified Intelligence Suite & Intelligent Center

33

Contents
Introduction to Collaboration Technologies
IP Communications
Mobile Applications
Customer Care
TelePresence
Conferencing
Messaging
Enterprise Social Software

34

Telepresence
Definition

What is Telepresence?
A Quality Experience
A Virtual Table with Full Size Participants
Ultra High Definition Video (1080P)
Ultra Wide Band, Spatial Audio

Simplicity
Technology Invisible to the User
As easy as a telephone call

Reliability

What its not

The Network and IPC as the Platform

35

Telepresence
Benefits

Cisco TelePresence creates unique, in-person experiences

between people in their work and personal lives over the
network.
The Cisco TelePresence Meeting solution enables greater
productivity, faster decision-making, and improved
communication and collaboration between Cisco
employees worldwide.
Re-define business processes and customer intimacy with
travel-free, face to face collaboration anytime, anywhere,
and with anyone
Transform your organization with face-to-face collaboration.
36

Telepresence
Products

Cisco TelePresence System

Cisco TelePresence System 3210, 3010,1300,1100, 500
Cisco TelePresence Commercial Express
Cisco TelePresence Manager
Cisco TelePresence Multipoint Switch
Cisco TelePresence Recording Server
Tandberg Telepresence & Video Conferencing Products
Cisco TelePresence Services

37

Contents
Introduction to Collaboration Technologies
IP Communications
Mobile Applications
Customer Care
TelePresence
Conferencing
Messaging
Enterprise Social Software

38

Conferencing
Definition

Leverage the best of premises-based and SaaS offerings

to deliver the industrys most compelling and cost-effective
conferencing experiences
Meet with customers, partners, and colleagues anytime,
anywhere, using any platform including smartphones.

39

Conferencing
Benefits

Deliver live meetings across the campus or around the world

Offer powerful online collaboration tools that accelerate idea
sharing and product development
Optimize productivity by giving employees instant access to easy
communications
Train, educate, and inform large audiences all at once
Host meetings in the cloud for highly secure online collaboration
without infrastructure maintenance and with easy deployment
Use internal IP architecture investments to cut voice-conferencing
toll service costs
Enhance WebEx performance and save up to 90 percent
bandwidth with Cisco WebEx Node
40

Conferencing
WebEx (SaaS)

41

Conferencing

Webex Features
File, application, and desktop sharing
Comprehensive multimedia experience
Real-time video for up to seven participants with
ActivePresence
High-definition video
Integrated voice conferencing
Network-based recording

42

Conferencing

On Premises (Cisco Unified MeetingPlace)

Cisco Unified MeetingPlace 3515 and

MeetingPlace 3545 Audio and Video Servers

43

Conferencing

Cisco Unified MeetingPlace

Deployed on premises, over internal networks, so that:

Conferencing traffic runs over your organization's IP networks to
reduce toll charges and recurring conferencing fees
You can isolate confidential meetings behind the firewall to
enhance security, while also having the flexibility to set up
Internet-accessible meetings with external parties

Can scale to 1500 concurrent audio, 1000 web, and 300 video users
in any combination.

44

Conferencing

Conferencing Products
Cisco WebEx Meeting Center
Cisco WebEx Training Center
Cisco WebEx Event Center
Cisco WebEx Support Center
Cisco Unified MeetingPlace
Cisco Unified VideoConferencing

45

Contents
Introduction to Collaboration Technologies
IP Communications
Mobile Applications
Customer Care
TelePresence
Conferencing
Messaging
Enterprise Social Software

46

Messaging
Definition

Drive productivity and accelerate business processes by

enabling employees to access and deliver messages via
any medium, anywhere, on any device
See who's available, and connect with contacts through
email, instant messaging, and voicemail.

47

Messaging
Benefits

Enhance productivity and reduce delays with presence;

see availability of colleagues, partners, or customers at a
glance
Communicate through the best channel: IM, audio, voice
over IP (VoIP), video, and integrated web conferencing
Deliver next-generation email capabilities while reducing
the cost and burden of managing a Microsoft Exchange
environment
Enjoy customizable communications options that help
you manage calls and voice messages to suit your
needs
48

Messaging
Products

Cisco WebEx Connect

Cisco WebEx Mail

Cisco Unified Personal Communicator/Jabber(near future)

Cisco Unified Presence

Cisco Unity Connection

Speech Connect for Cisco Unity Connection

Cisco SpeechView

Cisco Unity Express

Cisco Unified Survivable Remote Site Voicemail

Cisco Unified Messaging Gateway

Cisco Unity Unified Messaging

Speech Connect for Cisco Unity

Cisco WebEx Advanced Services

49

Contents
Introduction to Collaboration Technologies
IP Communications
Mobile Applications
Customer Care
TelePresence
Conferencing
Messaging
Enterprise Social Software
50

Enterprise Social Software

Definition

Drive global productivity by dynamically connecting and

empowering the most appropriate people, content, and
expertise through virtual workgroups and communities
Bring together people, communities, and relevant
information in ways that deliver a new era of business
productivity, innovation, and growth.

51

Enterprise Social Software

Benefits

Profiles enable workers to do personal branding, share content and

experiences, more easily find expertise, and offer their own expertise to the rest
of the organization.

The ability to publish, share, rate, search, and edit content puts the most
relevant and accurate information at peoples fingertips, and naturally
encourages people to take a vested interest in the content that they create. And
because content can be so much easier to find, employees can spend a lot less
time reinventing content that already exists in other parts of the organization.

Subscribing to the activity feeds of trusted content sources, experts, and other
colleagues within the organization keeps workers connected to the information
and content that they want and need, and filters out what they dont want.

Communities offer dispersed teams a virtual space to privately share content,

engage in discussions, and manage projects through team wikis and a host of
other tools. Communities can serve the same purpose for groups of people that
profiles serve for individuals: offering expertise to the group, sharing content and
experiences, and community branding.
52

Enterprise Social Software

Enterprise Collaboration Platform (Cisco Webex Social)

The capabilities that characterize an enterprise collaboration
platform are:
Out-of-box social networking capabilities
Pre-integrated enterprise communications
Business system integration
Content management system integration
Enterprise-grade security and policy management

53

Enterprise Social Software

Products

Cisco Show and Share (Social video system)

Cisco Webex Social (Social networking for business)
Cisco Media Experience Engines (Media search)

54

Summary

Introduction to Collaboration Technologies

Benefits of Collaboration Technologies
Other Collaboration solutions in the Market
Seven pillars of Cisco Collaboration Technologies
IP Comm,
Mobile Apps,
Customer Care,
TelePresence,
Conferencing,
Messaging,
Enterprise Social Software
55

References
Collaboration Products & Solution http://www.cisco.com/en/US/products/ps10680/products.
html
Effective Connections PPT, Henry Un, Cisco
Collaboration Solutions Architect
Cisco Collaboration Architecture White Paper
Creating Collaborative Business Processes White Paper

56

Videos
1. Cisco Collaboration Overview [2.13 min]
http://www.youtube.com/watch?v=qhnAkiUJFTg
The power of collaboration. Increase productivity and
innovation. Connect with anyone, anywhere.
2. Cisco Collaboration [2:56 min]
http://www.youtube.com/watch?v=XLmbUOoY6pw
Cisco Collaboration Demo.
3. Cisco Collaboration at Every Level [3:47 min]
http://www.youtube.com/watch?v=VTLr8jPvAu8&feature=related
Discover how Cisco executives reveal how the innovative Cisco
Collaborative Services Layer enables live video, crystal clear
sound and a true any-to-any experience inside your
organisation.
57

Thank you

58