1. 1 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications Streamlining Business Process with Cisco Unified Communications Applications that enable smarter, more effective communications Joe Burton Director of Engineering Unified Communications Business Unit jbburton@cisco.com

2. 2 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications Communication Complexity Impacts Business

3. 3 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications Meeting the Demand to Stay Connected Innovation Has Created Complexity 15 Attachments!! u there? Meetings All Day 20 E-Mails! “Have a Minute?” 5 Voicemails! Information Overload Too many devices Anywhere/anytime Technology Limits Disparate solutions Disparate access

4. 4 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications …Results in Delays and Missed Deadlines …Unable to Reach Coworkers on First Try… …Have to Use Multiple Methods of Reaching Coworkers… Communication Devices and Apps Proliferating… Employees Increasingly Mobile… Daily 52%Daily 36% Monthly 22% 6.4 Types of Devices 27% Traveling 1X Month Avg. Source: Sage Research Innovation Has Created Complexity

5. 5 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications “How frequently does a project get delayed due to difficulty in reaching key decision-makers when needed?” It occurs a few times per quarter: 51% It occurs on a regular basis (i.e., weekly or daily): 27% It seldom occurs: 19% It is not an issue: 3% It causes some slowdown: 63% It causes work to halt until the key decision maker becomes involved: 27% We can generally work around the issue: 12% “What is the impact on the business when workgroups experience delays in reaching key decision-makers for critical issues?” Base: 67 North American IT decision-makers Source: Forrester’s March 2005 Next-Generation Communications Study Ineffective Communications Delays Projects & Slows Down Work

6. 6 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications What Businesses Really Want: A More Effective Way Information Control Where I am When I want Technology Solutions Devices that work together Simple access to services

7. 7 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications 4 3 2 1 Streamline and integrate communications more closely with business processes Reach the right resource the first time Using the reach and intelligence of the network to deliver presence and preference information Connecting people to people instead of devices to devices Value of More Effective Communications

8. 8 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications Presence and Productivity

9. 9 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications Unified Communications Example with Presence Speed Decision-Making and Streamline Business Immediate web, video and audio Agreement viewed by all parties Acct Rep call customer provides info and receives order Account Rep answers with cell phone Customer calls acct rep with a question before placing an order Uses Presence to Locate production manager

10. 10 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications The Three Stages of All Presence Information Value increases with the number of actors Challenge is to connect them all – an Intelligent Information Network is required PublishCollectConsume Keyboards Phones Wireless AP Motion Sensors Network Storage Aggregation Policy Privacy Synchronization Desktop Apps PBX Calendar Collaboration Phone

11. 11 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications Partner Apps Cisco Unity Connection Cisco Unified CallManager Cisco Unified CallManager Express Cisco Unified Contact Center Cisco Unified MeetingPlace Express Connecting Users With Applications Eliminating Human Middleware Presence/ SIP Network SIP SIMPLE Cisco Unified Presence Server Mobile Data with Voice Mobile Phone with Browser IP Phone with Browser Soft phone Dual Mode Phone Traditional Phone …to intelligent services in the network… Effectively connecting devices…

12. 12 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications Presence “In Action” in Cisco Unified CallManager 5.0 Bryan Makes A Call Cisco Unified CallManager 5.0 Greg Is monitoring Bryan’s Status Bryan’s Status Is advertised to a Presence Network Off-hook Line 5697 is Busy Presence Network

13. 13 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications Presence—BLF Speed-Dial Buttons LED lamp and icon indicate busy / idle / unknown state CallManager groups used for restricting access, BLF option provisioned by Cisco CallManager admin Alerting state and call pickup not available, provided in future release Busy/Available Presence Indicator

14. 14 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications Presence—BLF Call History Logs and Directory BLF-enabled call logs and directory allow users to check line state of others before placing calls CallManager groups used for restricting access Cisco IP Phone Messenger and Cisco IP Manager Assistant applications include additional presence features Busy / Idle / Unknown Presence Indicator

15. 15 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications CISCO SOLUTION – Cisco Unified Communications Applications A More Effective Way to Communicate

16. 16 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications Cisco Unified Communications Applications Unified Communications Clients Powerful productivity tools Presence & Mobility Applications Intelligence with mobile productivity Messaging Improving employee productivity & customer satisfaction Conferencing for Collaboration Making remote meetings as natural as face-to- face interactions Cisco Managed Solutions Deployment flexibility

17. 17 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications Cisco Unified Communication Clients Telephony focused Rich Media/ Unified Interface Cisco IP Communicator + Cisco Unified Video Advantage Cisco Unified Personal Communicator

18. 18 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications Cisco Unified Communication Clients Easy to use Expanded receiving call capabilities Expanded dialing capabilities Support for Cisco Unified Video Advantage 2.0 Easy to manage Cisco IP Communicator Centralized configuration, call control & management Cisco IP Communicator 2.0 for mobile video telephony Enhanced user interface Cisco Unified Video Advantage

19. 19 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications New Unified Communications Desktop Client Cisco Unity Connection 1.1 Intelligent Voice Messaging Cisco Unified CallManager 5.0 IP Communications System Powerful productivity tools in a single, easy-to-use desktop software application Cisco Unified Presence Server Presence State, Services Cisco Unified MeetingPlace Express Web Conferencing

20. 20 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications New Unified Communications Desktop Client Cisco Unified Personal Communicator Intuitive User Interface Presence-enabled Call, Collaborate, Escalate Desktop Video Calling

21. 21 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications Challenge: 200,000 members, 41 branches in 4 states Make associates and members feel “like family” Improve training, communications, service & reduce costs Solution: Cisco Unified Videoconferencing, Cisco Unified Video Advantage, and Cisco IP Video Surveillance Results: Improved relationship building between HQ/branches Serve customers more quickly, speed decision making Virtualize subject matter experts from corporate to branches Saved 7-10K per training Video has “become part of our culture”

22. 22 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications Presence & Mobility Applications Intelligent communications with mobile productivity

23. 23 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications Cisco Unified Presence Server Provides enhanced user-based Presence capabilities Acts as the infrastructure for Cisco Unified Personal Communicator and Cisco IP Phone Messenger Enables rapid Presence application development Masks the intricacies of Presence and data collection from the Presence applications Supports standards to facilitate greater application functionality and choice Supports both Cisco enterprise products and SIP/SIMPLE networks to provide rich Presence services

24. 24 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications Cisco IP Phone Messenger Cisco Unified IP Phone users (with Cisco Unified CallManager v5.0 or later) can see the on/off hook states of other users’ IP phones Users can send or reply to messages from their Cisco Unified IP Phones using predefined templates or composing text messages Users can call back IM senders by hitting one button Implements presence enabled contact list on the phone Will support future integration with other IM clients and presence sources

25. 25 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications Wireless/Wireline Convergence New category of mobile phone devices Supports both cellular (GSM) and Wi-Fi radios Used for both data and voice applications What is it? Benefits User productivity -- uninterrupted access via a single device Centralized control of mobile costs Lowered costs and increased security by using enterprise network from mobile device

26. 26 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications Cisco Mobile Connect Single Business Number Reach Replicates desktop IP phone calls on up to four other clients Cell phone, home office phone Seamlessly pass calls between devices, inside and outside of the office Easy to turn on and off (via Web or IVR interface) Supported on Cisco Unified CallManager 4.x+

27. 27 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications MESSAGING Improving employee productivity & customer satisfaction

28. 28 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications Benefits of Unified Messaging Increase Employee Productivity One-stop Message access (voice, email & fax) Personalized and device independent Flexibility: choice of device and location for calls Increase Customer Satisfaction Increases speed and quality of customer response Flexible communication flow with media choices Leverage Investment to Reduce Costs Leverage current groupware investment Interoperability with traditional TDM/PBXs Global and scalable messaging solution

29. 29 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications Messaging Choices ProductUsers Messaging TypePlatform TDM PBX Integr. Net- working Redun- dancy Cisco Unity Express Less than 250 Voice Mail & Integrated Messaging Router Based NoYesNo Cisco Unity Connection Up to 1500Voice Mail & Integrated Messaging Server Based YesNo Cisco Unity 7,500 per server Voice Mail, Integrated Messaging & Unified Messaging Server Based Yes

30. 30 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications RICH MEDIA CONFERENCING Makes remote meetings as natural & effective as face-to-face interactions

31. 31 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications Cisco Conferencing Solutions Improve Productivity and Reduce Costs Personal Productivity -- Saving Time Simple to setup, attend & manage virtual meetings Effective conferencing – whenever & wherever Streamline Business Processes Accelerate projects, speed decisions Improve sales & support effectiveness Further Improve Return on Investment Significant percentage of IP Communications TCO reduction

32. 32 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications Conferencing Choices New Integrated Voice, Web & Video conferencing Scalable for global deployments Advanced meeting mgmt Advanced Web conf Outlook and Notes integration Recordings (voice + Web) IP Phone integration Additional localizations Managed Solution options Integrated Voice, Web & Video conferencing Scalable for global deployments Advanced meeting mgmt Advanced Web conf Outlook and Notes integration Recordings (voice + Web) IP Phone integration Additional localizations Managed Solution options  Voice only  CallManager only  Voice only  CallManager only Capabilities Enterprise Commercial Cisco Unified MeetingPlace Cisco Conference Connection “Simple voice conferencing for mid-sized organizations ” Voice & Web conf Meeting management IP Phone integration Localizations Recordings (voice) Voice & Web conf Meeting management IP Phone integration Localizations Recordings (voice) Cisco Unified MeetingPlace Express Cisco Unified Video- conferencing

33. 33 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications Cisco Unified MeetingPlace Fully Integrated Voice, Web & Video Conferencing Fully integrated with Outlook, Notes, email, directory services, IP Phones Accelerate projects, speed decisions & sales support Deployed on-network for cost savings, application integration and security Scalable to thousands of concurrent users 2004 Results

34. 34 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications Cisco Unified MeetingPlace Express Simple, powerful functionality Extensive voice conferencing capabilities Control meetings and share content from Web Simple setup and attend from Web and phone Simple to deploy and manage Single-server, Linux-based software Install in ~one hour Ideal for mid-sized organizations 20 - 120 concurrent users Additional language support H2CY06 NEW Voice and Web Conferencing Solution

35. 35 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications Case Study: NCR Corporation Solution: Cisco Unified MeetingPlace Cisco Unity unified messaging Benefit: Multi-million dollar annual savings Savings from elimination of third-party fees Streamlined set-up of virtual meetings Greater customer service flexibility Challenge: Costly proprietary architecture Expensive, complex conferencing solution

36. 36 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications CISCO MANAGED SOLUTIONS Deployment flexibility based on your business needs

37. 37 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications Addressing Challenges Faced by IT Conferencing Decision Makers Delivering high quality 7x24 end-user support Maintaining sufficient conferencing capacity, without being bound by capital constraints Rolling out latest product functionality Managing more with flat or decreasing headcount Defining / executing IP convergence strategy

38. 38 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications Deployment Flexibility & Choice with Cisco Unified MeetingPlace Enterprise Mid-Market Global Cisco Unified MeetingPlace: Managed Service Cisco Unified MeetingPlace: CPE/Customer-owned or Managed Cisco Unified MeetingPlace Express: CPE/Customer-owned

39. 39 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications Solution On-premises IP-based audio conferencing and centralized call control with Cisco IP Communicator 3,000 Cisco Unified MeetingPlace ports in US, UK, Australia via Cisco Managed Services Benefits Simplicity Globally consistent interface Security More secure than off-network hosted service Savings Over $1 million in 1 st quarter Over $8 million per year “Oracle had already invested in IP telephony, so it made good business sense … by running conferencing traffic over our internal network, we would significantly reduce the domestic and international toll charges” Randy Cook, Director of Global Voice

40. 40 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications In Summary, Cisco Unified Communications will help to…  Boost productivity through solutions that enable smarter, more effective communications  Streamline business processes to transform your business  Achieve better value from existing resources and applications  Manage your costs more effectively

41. 41 © 2005 Cisco Systems, Inc. All rights reserved. Unified Communications Applications