1. C97-728752-01 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1 1 C97-728752-01 © 2013 Cisco and/or its affiliates. All rights reserved. Reasons to Upgrade Simon Brough EMEAR Collaboration

2. C97-728752-01 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2 Enable customers to take advantage of next-generation collaboration experiences by upgrading to Cisco ® Unified Communications Manager 9.1 or higher. Video, Mobility, Bring Your Own Device (BYOD), Cloud, Contact Center, and Business to Business (B2B)

3. C97-728752-01 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3 End-to-End Solutions Instant Messaging and Presence Mobility and Bring Your Own Device (BYOD) Virtualization Conferencing (voice and video, web) Customer Collaboration Greater Revenues Increase collaboration application sales Uncover services opportunities Upgrade your installed base Identify new and recurring revenue streams Collaboration Breakaway Plus Incentives Services Improved Profitability

4. C97-728752-01 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4 VCS Expressway ™ Firewall Traversal Internet B2B Remote User Cisco Unified CM is the heart of Cisco collaboration services, enabling session and call control Cisco Unified CM is the heart of Cisco collaboration services, enabling session and call control for Video, Voice, Messaging, Mobility, B2B, IM & Presence. Cisco Unified CM is the heart of Cisco collaboration services, enabling session and call control Cisco Unified CM is the heart of Cisco collaboration services, enabling session and call control for Video, Voice, Messaging, Mobility, B2B, IM & Presence. PSTN Gateway Mobility/SNR Contact Center BYOD Voice Video & TelePresence VideoVideoBYODBYOD Mobility & IM B2BB2BVirtualizationVirtualization Contact Center Unified CM 9.1

5. C97-728752-01 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5 CUCM 4.x/5.xCUCM 6.x/7.xCUCM 8.0.xCUCM 8.5/8.6CUCM 9.1 Mobility (SNR, Office Dial) X Virtualization XX Jabber on Win/MAC/IOS (BYOD) XXX Video (Native support of Tandberg endpoints) XXX SIP URI-Dialing XXXX B2B (VCS Expressway) XXXX Centralized Licensing Management (ELM) XXXX Enabling Pervasive Video (e.g. CAC for video) XXXX

6. C97-728752-01 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6 6000200024,00037,00014,00016,000 Less than 2000 Source: CIBU PM CUCM 9.xCUCM 8.5/8.6CUCM 8.xCUCM 7.x CUCM 6.xCUCM 5.xCUCM 4.x 37% <2% 6% 2% 14% 24% 16% # % Ease of Upgrading Untapped Innovations 4.x, 5.x 6.x, 7.x, 8.x (61% of installed base)

7. C97-728752-01 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7Customer Upgrade path Reasons to upgrade Incremental revenue New features/ functionality Healthcare 3000 Users 8.6.2  9.1 New voice features and planning for future expansion $ 500,000Voice features Communications 5000 Users 7.1.3  9.1 Video, voice features, Jabber™, SIP URI dialing, and contact center features $ 800,000 Video, Cisco ® Jabber, voicemail, voice features, SIP URI dialing Hospital 500 Users 8.0  9.1 Jabber, SIP URI dialing, virtualization, ELM $ 300,000 WebEx ®, video (Cisco TelePresence ® EX, MX Series), ELM

8. C97-728752-01 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8 Increase customer intimacy through video collaboration Improve productivity through face to face communication Reduce travel cost and carbon footprint Enable video for remote workers Unified Call Control for voice and video endpoints Seamless Voice & Video interoperability Unified configuration and management Business-to-business (B2B) calling with SIP URI dialing Improved bandwidth management (location-based CAC) Business Benefits Business Benefits IT Benefits VideoVideo

9. C97-728752-01 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9 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

10. C97-728752-01 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10 Increase employee productivity & flexibility with preferred devices Easily Integrate into existing business applications and processes Collaborate anytime, anywhere, from any device Jabber support on multiple platform (Windows, Mac, iOS, Android), anywhere Support for integrated IM, Presence, Voice, Video, Desktop Sharing, Conferencing and Messaging Seamless interoperability with voice & video endpoints Business Benefits Business Benefits IT Benefits BYODBYOD

11. C97-728752-01 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11 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

12. C97-728752-01 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12 Increase collaboration with customers, partners & supply chain Extend video communications to teleworkers Reduce travel and carbon emission B2B calling over MPLS or Over-the-top (via Internet) Firewall traversal support for video Supports registration of remote endpoints (VCS Expressway) Simplified reachability and extended interoperability with URI dialing Business Benefits Business Benefits IT Benefits VCS Expressway ™ Firewall Traversal Internet B2B Remote User B2BB2B

13. C97-728752-01 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13 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

14. C97-728752-01 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14 Employee communication in any place, anytime. Streamline communication and find contacts easily, on any device Communicate quickly and effectively through IM/chat and presence awareness Simplify message management (directing unanswered calls to a Unity Connection) Single Number Reach (SNR) for voice and video calls Fixed Mobile Convergence (FMC) - consistent user experience for desktop VoIP and mobile devices Secure encrypted calls across clusters for extension mobility Business Benefits Business Benefits IT Benefits PSTN Gateway Single Number Reach Jabber & SNR Instant Messaging

15. C97-728752-01 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15 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

16. C97-728752-01 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16 Speech Self-Service Multi-Media Capture & Storage Video-Enabled Customer Care UC Integration Social Media Customer Care Virtual Contact Center Routing & Reporting Web 2.0 Agent Desktop Multichannel / CRM Excel in customer care, with responsive and relevant service that can be customized to individual customers Improve contact center operations with intelligent queuing, application integrations, and detailed reporting Reduce expenses (long-distance charges, network bandwidth and integration costs) Jabber Support for video-based contact center – Remote Expert Native call queuing options for \Automatic Call Distribution (ACD) Enhanced voice call recording with one-button-to- record Business Benefits Business Benefits IT Benefits Contact Center

17. C97-728752-01 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17 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, Emails $$$ Rev. Stream Cisco on Cisco Csat

18. C97-728752-01 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18 Key Questions to Ask Customer: “How quick is your time to answer?” Answer: “We answer calls in under 10 minutes & emails 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 & emails 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

19. C97-728752-01 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19 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

20. C97-728752-01 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 20 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

21. C97-728752-01 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 21 Make sure you are familiar with the Drive to 9 Promotion offer For further enablement book one the dedicated CSL sessions via your PAM Visit the Drive to 9 resource centre Click Here for all program assets Contact your PAM to retrieve you customer installed base report

22. C97-728752-01 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 22

23. C97-728752-01 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 23 Allows customers to migrate selected endpoints to CUCM 8.6 or higher License Transfer of endpoint registration at No Cost for endpoints UCSS is required for every device migrated EX, C, MX and Jabber Video clients qualify For every non traversal license, you can migrate 10 TelePresence single screen endpoints at no costFor every non traversal license, you can migrate 10 TelePresence single screen endpoints at no cost For every non traversal license, you can migrate 5 Jabber clients at no costFor every non traversal license, you can migrate 5 Jabber clients at no cost VCS Expressway ™ Firewall Traversal Internet B2B Remote User Session Management Unified CM 9.1 Available until October 25, 2013

24. C97-728752-01 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 24 Networked devices by 2015 90% of organizations will allow personal devices for work by 2014 predicted SaaS market in 2014 (up from $59 billion in 2013) 15 billion Source: Cisco® VNI Source: Forrester $75 billion Source: Forrester

25. C97-728752-01 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 25 Unified Provisioning Unified Management Integrated IM & Presence Session Management Unified CM 9.1 Unified Call Control VirtualizationVirtualization Unified Bandwidth Management ELM & EA

26. C97-728752-01 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 26 Customer Collaboration Excel in customer care, with responsive and relevant service customizable to individual customers Improve contact center operations with intelligent queuing, application integrations, and detailed reporting Reduce expenses (long-distance charges, network bandwidth and integration costs) VIDEO Increase customer intimacy through video collaboration Improve productivity through face to face communication Reduce travel cost and carbon footprint Enable video for remote workers BYOD Increase employee productivity & flexibility with preferred devices Easily integrate into existing business applications and processes Collaborate anytime, anywhere, from any device B2B Increase collaboration with customers, partners & supply chain Extend video communications to teleworkers Reduce travel and carbon emission Mobility IM/Presence Employee communication in any place, anytime. Streamline communication and find contacts easily, on any device Communicate quickly and effectively through IM/chat and presence awareness Simplify message management (directing unanswered calls to a Unity Connection)