C © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1 1 C © 2013 Cisco and/or its affiliates. All rights reserved. FY14 Edition Draft Simon Brough EMEAR Collaboration

C © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2 Key Questions to Ask Customer: “Do you have expert staff that need to cover large areas?” Answer: “Yes but we can not afford to hire enough” “Do you close business face to face” Answer: “Yes…but travel by car and air is expensive” “Are you afraid customers don’t read your key communications?” Answer: “Yes…we spend a lot on marketing & copy writing but probably only a small % is ever read before it is out of date” Solutions & Benefit: Deploy Cisco Remote Expert Benefit: Experts cover larger areas & are more productive Deploy Video to key rooms and teams Benefit: More budget for key travel & faster product/service development Deploy Cisco Show & Share Benefit: Marketing costs reduced and communications improved Cases Banking, Health, Cisco on Cisco Key Questions to Ask Customer: “Do you have expert staff that need to cover large areas?” Answer: “Yes but we can not afford to hire enough” “Do you close business face to face” Answer: “Yes…but travel by car and air is expensive” “Are you afraid customers don’t read your key communications?” Answer: “Yes…we spend a lot on marketing & copy writing but probably only a small % is ever read before it is out of date” Solutions & Benefit: Deploy Cisco Remote Expert Benefit: Experts cover larger areas & are more productive Deploy Video to key rooms and teams Benefit: More budget for key travel & faster product/service development Deploy Cisco Show & Share Benefit: Marketing costs reduced and communications improved Cases Banking, Health, Cisco on Cisco White Board 2) 1) Remote Expert More Customer & Supplier facing time New ways to consume & communicate 3) vs. Internal Travel vs. Customer facing Travel X$$ Expert per region Local Site: Banking Education Health

C © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3 Key Questions to Ask Customer: “Do staff want to use their own mobile devices at work?” Answer: “Yes…but IT will not allow as it is not secure” “Are you concerned about staff having access to sensitive company data on their own devices?” Answer: “Yes this is our primary concern” “Would it be beneficial to offer BYOD as an HR policy?” Answer: “Yes we could save money and make our staff happier” Solution Deploy Cisco Mobile Working and BYOD solution Benefits Staff can use there own device for work and private IT can apply policy based rules to control what company data staff can access and where Business’ don’t have to buy or pay to insure/replace expensive mobile devices Workers also get mobile Collaboration solution IM etc. Cases Any business with any mobile workers Key Questions to Ask Customer: “Do staff want to use their own mobile devices at work?” Answer: “Yes…but IT will not allow as it is not secure” “Are you concerned about staff having access to sensitive company data on their own devices?” Answer: “Yes this is our primary concern” “Would it be beneficial to offer BYOD as an HR policy?” Answer: “Yes we could save money and make our staff happier” Solution Deploy Cisco Mobile Working and BYOD solution Benefits Staff can use there own device for work and private IT can apply policy based rules to control what company data staff can access and where Business’ don’t have to buy or pay to insure/replace expensive mobile devices Workers also get mobile Collaboration solution IM etc. Cases Any business with any mobile workers White Board IT Department The User Jabber for iOS & iPad Jabber for Android Security

C © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4 Key Questions to Ask Customer: “Do you have high staff turnover in key teams?” Answer: “Yes our customer services team” “What is the impact?” Answer: “Reduced customer services levels, high recruitment & high training costs…staff leave after 2-3 years because they get bored and we can not keep increasing wages to compensate” Solution Deploy Cisco Remote working solution and introduce as a reward to key staff under contract Benefits The best staff are offered flexible working as a reward Key staff are retained up to 4-5 years Customer service level is increased Staff training & recruitment cost is reduced Staff often report 10-20% increase in disposable income due to reduced travel costs Cases Any business with low paid customer facing roles Key Questions to Ask Customer: “Do you have high staff turnover in key teams?” Answer: “Yes our customer services team” “What is the impact?” Answer: “Reduced customer services levels, high recruitment & high training costs…staff leave after 2-3 years because they get bored and we can not keep increasing wages to compensate” Solution Deploy Cisco Remote working solution and introduce as a reward to key staff under contract Benefits The best staff are offered flexible working as a reward Key staff are retained up to 4-5 years Customer service level is increased Staff training & recruitment cost is reduced Staff often report 10-20% increase in disposable income due to reduced travel costs Cases Any business with low paid customer facing roles White Board Change the perception of remote working? Poor VPN connectivity? No visibility of people? Poor Mobile reception? Cisco Router to Provide Secure VPN with no Token needed Video Options: Laptop Jabber Cisco Phone Cisco EX90 2 x Key Home Working Applications: Webex for meetings Jabber for IM Secure Remote Working Across the Internet X +$$ For Staff

C © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5 Key Questions to Ask Customer: “Do have an IM client?” Answer: “No…IM is ok but I don’t see how it can change your business” “Deploying Cisco Jabber can be much more than just IM and be fully integrated into your current solution ” Answer: “We have consider deploying Microsoft Lync IM because it is free” Solution Deploy Cisco Jabber as a FREE IM only offer and then upgrade key users to full call control and video Benefits For FREE Cisco provide: IM, Directory access, Click to dial Cisco Phone, Start Webex Meetings and Microsoft Office Integration Upgrading key users you can add: Full call control, video, control of 3 rd party handsets “Extend and Connect” Key Questions to Ask Customer: “Do have an IM client?” Answer: “No…IM is ok but I don’t see how it can change your business” “Deploying Cisco Jabber can be much more than just IM and be fully integrated into your current solution ” Answer: “We have consider deploying Microsoft Lync IM because it is free” Solution Deploy Cisco Jabber as a FREE IM only offer and then upgrade key users to full call control and video Benefits For FREE Cisco provide: IM, Directory access, Click to dial Cisco Phone, Start Webex Meetings and Microsoft Office Integration Upgrading key users you can add: Full call control, video, control of 3 rd party handsets “Extend and Connect” White Board For many users Cisco is a Phone

C © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6 Key Questions to Ask Customer: “How do you differentiate from your competitors?” Answer: “We differentiate with our service not product” “How do you measure customer service level” Answer: “We don’t…we have customer facing staff who we train well” Solution Deploy Cisco Customer Collaboration to customer facing teams Benefits Use customer service index to drive key teams Differentiate from the competition Increase & new revenue streams for the customer Maximize resource utilization & Productivity Address “80-20” ratio and tackle lost customers Cases Cisco on Cisco Csat to measure Customer Services Key Questions to Ask Customer: “How do you differentiate from your competitors?” Answer: “We differentiate with our service not product” “How do you measure customer service level” Answer: “We don’t…we have customer facing staff who we train well” Solution Deploy Cisco Customer Collaboration to customer facing teams Benefits Use customer service index to drive key teams Differentiate from the competition Increase & new revenue streams for the customer Maximize resource utilization & Productivity Address “80-20” ratio and tackle lost customers Cases Cisco on Cisco Csat to measure Customer Services White Board Outgoing Campaign CCX Add Report on Key Team & KPI Key Customer facing team & KPI for Business +80% Incoming Calls, s $$$ Rev. Stream Cisco on Cisco Csat Customer Satisfaction Index

C © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7 Key Questions to Ask Customer: “How quick is your time to answer?” Answer: “We answer calls in under 10 minutes & s within 4 hours” “Would answering customers in under 5 minutes improve your service?” Answer: “Yes and differentiate from our competitors” Solution Deploy Cisco Click to chat capability in your web portal & to key customer facing teams Benefits Reduce the customer answer time to minutes Differentiate from the competition Increase revenue by fixing customer issues that stop sales Increase revenues by highlighting key offers Reduce the size and cost of your support teams Cases Used by top retails and public services companies Key Questions to Ask Customer: “How quick is your time to answer?” Answer: “We answer calls in under 10 minutes & s within 4 hours” “Would answering customers in under 5 minutes improve your service?” Answer: “Yes and differentiate from our competitors” Solution Deploy Cisco Click to chat capability in your web portal & to key customer facing teams Benefits Reduce the customer answer time to minutes Differentiate from the competition Increase revenue by fixing customer issues that stop sales Increase revenues by highlighting key offers Reduce the size and cost of your support teams Cases Used by top retails and public services companies White Board Customer Facing Team

C © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8 Key Questions to Ask Customer: “Do you know the profile of all your users” “Do you know how they communicate now” Objective: Show how addressing Collaboration can improve the Key Business metrics: Improve customer service Increase Revenue Increase productivity Differentiate from the competition Develop new revenue streams Identify & improve key business Process Process: Identify key user profiles Identify key process Demonstrate how to enhance the above with Collaboration examples in this deck Key Questions to Ask Customer: “Do you know the profile of all your users” “Do you know how they communicate now” Objective: Show how addressing Collaboration can improve the Key Business metrics: Improve customer service Increase Revenue Increase productivity Differentiate from the competition Develop new revenue streams Identify & improve key business Process Process: Identify key user profiles Identify key process Demonstrate how to enhance the above with Collaboration examples in this deck User Type Boardroom Power User Office Worker Mobile Office Mobile Worker Mobile Logistic Primary Device Secondary Video Other Understand the User Workspaces Other

C © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9 Identify Customer Facing teams Mobile & office based sales Customer support teams; general and technical Identify key revenue streams Sales force New Business, Service Base Business or Blended All models rely on good customer services; measurement is critical Identify areas of high cost in terms of human resource Look at productivity of key teams; can we improve Can we reduce cost be automating simple tasks; availability, account or order queries Identify specific points in the business where Collaboration touches the customer Web portals are key and often linked to revenue stream Mobile sale forces need quick access to support staff Support teams are about resolving customer queries in the shortest possible time