4 - Cisco Communities

Report
Chris Botting
Senior Director, Collaboration Business Applications BU
@cbott83
Ross Daniels
Director, Customer Collaboration Marketing
@rdaniels1999
March 7, 2013
©
© 2011
2011 Cisco
Cisco and/or
and/or its
its affiliates.
affiliates. All
All rights
rights reserved.
reserved.
Cisco Confidential
1
©
© 2011
2011 Cisco
Cisco and/or
and/or its
its affiliates.
affiliates. All
All rights
rights reserved.
reserved.
Cisco Confidential
2
The Cisco products, services or features identified in this
document may not yet be available or may not be available in
all areas and may be subject to change without notice.
Consult your local Cisco business contact for information on
the products or services available in your area. You can find
additional information via Cisco’s World Wide Web server at
http://www.cisco.com. Actual performance and environmental
costs of Cisco products will vary depending on individual
customer configurations and conditions.
© 2011 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
3
Thank You!
©
© 2011
2011 Cisco
Cisco and/or
and/or its
its affiliates.
affiliates. All
All rights
rights reserved.
reserved.
Cisco Confidential
4
© 2011 Cisco and/or its affiliates. All rights reserved.
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5
© 2011 Cisco and/or its affiliates. All rights reserved.
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6
© 2011 Cisco and/or its affiliates. All rights reserved.
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#2 ACD Share
#1 in IVR
29.3%
41.2%
2011
2011
Gained 4 points y/y
Closed Gap with Avaya
by 33 points since ‘07
Source: Gartner
Opened 25 point gap
over Genesys, Avaya
Source: Tern Systems
Quality
Awards
2012 CRM Service Award
Winner - IVR
4.33
FY12
2012 CRM Service Award
Leader – CC
Infrastructure
© 2011 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
Customer
Satisfaction
Cisco Confidential
8
©
© 2011
2011 Cisco
Cisco and/or
and/or its
its affiliates.
affiliates. All
All rights
rights reserved.
reserved.
Cisco Confidential
9
©
© 2011
2011 Cisco
Cisco and/or
and/or its
its affiliates.
affiliates. All
All rights
rights reserved.
reserved.
Cisco Confidential
10
©
© 2011
2011 Cisco
Cisco and/or
and/or its
its affiliates.
affiliates. All
All rights
rights reserved.
reserved.
Cisco Confidential
11
Smartphone will significantly impact
Customer Care
Virtual experts and branch/retail
kiosks
©
© 2011
2011 Cisco
Cisco and/or
and/or its
its affiliates.
affiliates. All
All rights
rights reserved.
reserved.
Brand protection, lead generation and
customer service
Contact Center shared services
models, Cloud, Server and desktop
virtualization economics
.
Cisco Confidential
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©
© 2011
2011 Cisco
Cisco and/or
and/or its
its affiliates.
affiliates. All
All rights
rights reserved.
reserved.
Cisco Confidential
13
Winning
Pays
© 2011 Cisco and/or its affiliates. All rights reserved.
Presentation_ID
Product
Entry
Points
Foundational
Capabilities
© 2009 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
Cross Portfolio
Solutions
Market
Leadership
Cisco Confidential
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14
Winning
Pays
• Nearly 75% of existing CUCM
customers use other vendor’s
CC
• CC Refresh Cycle creates large
sales opportunity
• Upgrading customers to UC
and CC 9.0 keeps Microsoft out
• Industry Average attach rate is
60% PBX to CC
© 2011 Cisco and/or its affiliates. All rights reserved.
$3,611M
Communications Manager
Installed Base
$856M
$755M
30% Attach
CC 26%Rate $100MAttach
Incremental
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Winning
Pays
• 88% of all new CUCM sales do
not contain UCCX
• Nearly all UC opportunities have
a help desk, HR dept and/or
inside sales desk needs
• Contact Center is key
differentiator for Cisco vs
Microsoft
• No reason to leave money on
the table!
© 2011 Cisco and/or its affiliates. All rights reserved.
$544M
Communications Manager
New Sales
$104M
$62M
12% Rate 20%CC
Attach
$42MAttach
Incremental
Cisco Confidential
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Winning
Pays
• Continued vulnerability,
•
•
•
•
poor customer sentiment
Executive departures,
layoffs
We are winning head to
head
Express and BE6K in
mid-market
Drive Packaged CCE
traction and momentum
© 2011 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
17
Winning
Pays
• ICM to CCE Conversions 2001 through 2011 
1
• ICM to CCE Conversions 2011 and 2012 
20
• 40,000 CCE Premium seats converted , with required UCSS
• Services opportunity
• Phones/UC opportunity
• Network upgrade opportunity
• Data center/UCS opportunity
• Leverage Accelerate to Collaborate promotion
© 2011 Cisco and/or its affiliates. All rights reserved.
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Winning
Pays
• Include Cisco and Solutions+ Applications in
Contact Center Deals
Speech
Speech Recognition
Call Steering
Password Reset
Auto Attendant
CRM Adapters
© 2011 Cisco and/or its affiliates. All rights reserved.
Multichannel
Email Interaction
Web Interaction
QM/WFM
Analytics
Outbound/Campaign
Apps
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Winning
Pays
© 2011 Cisco and/or its affiliates. All rights reserved.
Presentation_ID
Product
Entry
Points
Foundational
Capabilities
© 2009 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
Cross Portfolio
Solutions
Market
Leadership
Cisco Confidential
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20
Product
Entry
Points
• Focus on the 80, not the 20
• Book easy(ier) Avaya take-outs,
counter I3 in certain deals
• Reduce likelihood of
complications/obstacles
• Shift balance from “cost”
services
(installation/maintenance) to
business relevant “value”
services (self-service, desktop
customization, reporting)
© 2011 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
21
Delivery
Release 9.0 FCS – July 2012
• Single Box Deployment
• ‘PC Refresh’ like Install
• Bundled Price Advantage
• Simplified Web Administration
• Easy to Deploy and Manage
Air Cover
Cisco contact center competitors
beware--there's no time for a nap.
Cisco may have created a midmarket contact center solution that
is just right.
Sheila McGee-Smith
McGee-Smith Analytics
Opportunity
• 37 Packaged CCE deals sold
• Simple inbound contact centers hospitals, universities, insurance
• 50-1000 seats
• Replaced Avaya in several deals
• 20% of Enterprise mix
© 2011 Cisco and/or its affiliates. All rights reserved.
Product
Entry
Points
Success
•
•
•
•
Six customer deployments live!
3 weeks total deployment time
2-3 months deal cycle
Partner feedback: “smooth sailing,
client is really happy!”
• Customer feedback: “we think it’s
pretty sweet”
Cisco Confidential
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Product
Entry
Points
• Position Contact Center with every Cisco Collaboration
opportunity – external and internal (HR, help desk)
Sell the competitive value of CCX
Single box (same box for BE6k), wellintegrated
Upsell CCX installed base (10k
customers) - UCSS, WFO,
MediaSense, SocialMiner,
Video
Multi-channel: voice (inbound, outbound),
chat and email
Consider service opportunities
Simple yet feature-rich
Brand new reporting tool with extensive
customization options
CCX with every BE6K opportunity
Leverage Collaboration Breakaway Plus;
soon TBA mid-market promo
Custom reporting
IVR self-service apps
Soon to come: APIs for outbound,
config, desktop gadget
development/integration
Use the one-button promo bundles to
offer CCX
© 2011 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
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Product
Entry
Points
• Sell solutions & Platform
Architecture, not science projects
• Balanced Sales Strategy of
Collaboration Portfolio and Top
Notch Contact Center Solution
• Position Cisco as “business
partner” and “long term” winner in
the contact center market
• Highlight market share results,
analyst cautions, installed base
• Innovation: Mobile, Social, Visual,
Virtual
© 2011 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
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Quality Monitoring
Fully Integrated
Recording Solutions
•
•
•
•
Speech Analytics
Quality monitoring
Screen recording
E-learning/coaching
Workforce management
•
•
•
•
HD Video
Speech analytics/mining
Multisite management
Long-term archiving
Access policy
Applications
Compliance
Product
Entry
Points
Industry-Leading
Partners
Essential Recording
Services
MediaSense
platform
Cisco® MediaSense Web 2.0 APIs
Cisco MediaSense
• Audio and video capture
• Native high availability
• Playback and live streaming • Virtualization/Cisco
UCS® data center
• Media and metadata storage
SIP standards
Support for Active
Recording and Monitoring
© 2011 Cisco and/or its affiliates. All rights reserved.
Network
Cisco Enhanced
Network
Cisco Network Infrastructure
CUBE
Cisco Confidential
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Winning
Pays
© 2011 Cisco and/or its affiliates. All rights reserved.
Presentation_ID
Product
Entry
Points
Foundational
Capabilities
© 2009 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
Cross Portfolio
Solutions
Market
Leadership
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26
Foundational
Capabilities
Ordering/Quoting
•
Consolidated Agent and IVR skus for Packaged
•
BE6k bundles for Contact Center Express
•
Eliminated need to select CCE agent options (CAD, CTI OS, Finesse)
Design
•
Spec-based support for portfolio virtualization (CCE coming within 6 months)
Deployment
•
Golden Template process for Packaged CCE
•
Contact Center Express “Zero to Agent” in 6 minutes
or less
Sales Support
•
Simple Global Demo platform will be announced at this event!
•
Single Page Product resource guides on Partner Community
© 2011 Cisco and/or its affiliates. All rights reserved.
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Foundational
Capabilities
Big Iron Appliances
Distributed Systems
Applications and
Platforms
Application Layer
CTI
IVR
WFO
ACD
CRM
Mobile
WFO
Social
BPM
Web
WFO
Multi
Channel
CTI
Collaboration Services
ACD
Multi
Channel
IVR
Routing
Agent
Selection
IB/OB
Voice
CTI
Recording
Speech
Video
Voice
Portal
Infrastructure Services
Gateways
Walled Garden
© 2011 Cisco and/or its affiliates. All rights reserved.
Distributed
Security
Borderless
Networking
QOS
Dynamically
Networked
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Technology
Sales/Marketing
Partner Programs
Global Focus on the Lifecycle for our Partners from Selling to Operational Excellence
Foundational
Capabilities
Sales / Marketing Focus and Training
Programs:
• UCCE & CVP ATP - 9.0 Update
• HCS for CC
FY13 Events:
• Sales Summits – Americas, EMEAR, APJC
• All Aboard Express VI
Technical Focus:
•
•
•
•
Design Skills
Deployment Skills (Green Field / Upgrade)
Troubleshooting Scripting Best Practices
Hands on Lab
FY13 Events:
• Technical Summits - Americas, EMEAR, APJC
© 2011 Cisco and/or its affiliates. All rights reserved.
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CONFIDENTIAL - SHARED
UNDER NON-DISCLOSURE
© 2011 Cisco and/or its affiliates. All rights reserved.
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Winning
Pays
© 2011 Cisco and/or its affiliates. All rights reserved.
Presentation_ID
Product
Entry
Points
Foundational
Capabilities
© 2009 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
Cross Portfolio
Solutions
Market
Leadership
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31
Cross
Portfolio
Solutions
UC, Presence
Management and
Contact Center
Intelligent Routing
Branch/Store
Video Conference
Digital Communications
Recording
Combined Customer
Profile Databases
Collaboration
Technology
© 2011 Cisco and/or its affiliates. All rights reserved.
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Cross
Portfolio
Solutions
PSTN
3G/4G Mobility
Network
HCS Apps
HCS Apps
HCS Apps
VMWare
ESXi
Server
Hosted Private Cloud
HCS CC PARTNER CLOUD
CC on UCS
Customer 1
Customer 2
Pure Hosted
© 2011 Cisco and/or its affiliates. All rights reserved.
Customer 3
Hybrid
CC on UCS
Customer 4
CC on UCS
Customer 5
On Premises
REMOTE MANAGED
CC on UCS
HCS
Management
Large Enterprise
Hosted Private Network
Cisco Confidential
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Winning
Pays
© 2011 Cisco and/or its affiliates. All rights reserved.
Presentation_ID
Product
Entry
Points
Foundational
Capabilities
© 2009 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
Cross Portfolio
Solutions
Market
Leadership
Cisco Confidential
34
34
© 2011 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
35
©
© 2011
2011 Cisco
Cisco and/or
and/or its
its affiliates.
affiliates. All
All rights
rights reserved.
reserved.
Cisco Confidential
36
Thank you.
© 2011 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
37

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