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Collaboration Improves Productivity and Staff Satisfaction at Outsourcing Company. …

Collaboration Improves Productivity and Staff Satisfaction at Outsourcing Company.
Cisco Unified Communications Licensing enables TDS to deliver faster, more efficient service to clients in multiple countries

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  • 1. EXECUTIVE SUMMARY Challenge In many industries employees are increasingly dispersed: for instance, working at customers’ premises, from home, and on the move. Reduced accommodation costs, improved sustainability, and better and faster customer care are just some of the benefits. There are few downsides. However, TDS – a Fujitsu-owned IT services company specializing in SAP consulting and outsourcing in Germany ― was finding it difficult to participate in this trend while maintaining effective teamwork. Thomas Würtemberger, IT administrator at TDS, explains: “That was because we relied almost exclusively upon traditional email, telephone, and teleconferencing systems. We decided to look for a more advanced collaboration toolkit.” Solution TDS became one of the first companies in Europe to deploy Cisco Unified Communications Licensing, which allows organizations to access a wide range of Cisco Collaboration applications and services in a cost effective, simple package, including soft clients, applications server software, and licensing on a per-user basis. The company initially purchased a Cisco Unified Communications Manager enterprise- class IP telephony call processing system with Cisco Unity® Connection. A year later TDS added Cisco Unified MeetingPlace® Express to its collaboration portfolio, followed by Cisco Unified Contact Center Express and Cisco WebEx. The latest addition to the TDS collaboration suite is Cisco Jabber for Windows. These collaborative systems run on a virtualized data center infrastructure based on Cisco Unified Computing System (Cisco UCS®) C220 Series Rack Servers, Cisco Nexus 7000 and 5000 Series Switches, Nexus 2000 Series Fabric Extenders, and Nexus 1000V Virtual Switches. Customer Case Study Collaboration Improves Productivity and Staff Satisfaction at Outsourcing Company Cisco Unified Communications Licensing enables TDS to deliver faster, more efficient service to clients in multiple countries Customer Name: TDS Industry: IT Location: Germany Number of Employees: 800 Challenge • Enable strong teamwork across a highly mobile and dispersed workforce while enhancing service delivery quality Solution • Collaboration platform based on Cisco® Unified Communications Licensing featuring Contact Center Express, Cisco WebEx®, and Cisco Jabber™ virtualized on the Cisco Unified Computing System™ with Cisco Nexus® switching Results • Ability to work more effectively in the office, at home, and on the move • Easier to reach colleagues and communicate in real time • Faster fault resolution, lower travel costs, and improved staff satisfaction © 2013 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 1 of 2
  • 2. “Having Cisco collaboration tools means we’re more flexible. For example, someone on standby works a minimum of four hours a day and can do everything from home. That means lower travel costs and improved staff satisfaction.” Thomas Würtemberger IT Administrator TDS Customer Case Study Results WebEx is widely used at all levels within TDS and between the company and its corporate partners, and it played a crucial role in facilitating negotiations for the recent sale of a company business unit. Würtemberger says: “Jabber is also very popular. Features such as the ability to click to call from Outlook are very useful.” Business-wide, Cisco Collaboration has improved efficiency by allowing workers to view when their colleagues are able to take calls or handle queries. This feature extends to trouble ticketing, which has speeded up the company’s ability to handle faults. “Having Cisco collaboration tools means we’re more flexible,” Würtemberger sums up. “For example, someone on standby works a minimum of four hours a day and can do everything from home. That means lower travel costs and improved staff satisfaction.” Using a licensing arrangement means the company can quickly add users and new technologies, while benefiting from greater financial control, with costs funded from operating expenditures. For More Information To learn more about the Cisco architectures and solutions featured in this case study, please go to: www.cisco.com/go/collaboration Product List Collaboration •• Cisco Unified Communications Licensing •• Cisco Unified Communications Manager •• Cisco Unified MeetingPlace Express •• Cisco Unified Contact Center Express •• Cisco Unity Connection •• Cisco WebEx •• Cisco Jabber for Windows Data Center Solutions •• Cisco UCS C220 Series Rack Servers Routing and Switching •• Cisco Nexus 7000 Series Switches •• Cisco Nexus 5000 Series Switches •• Cisco Nexus 1000V Virtual Switches •• Cisco Nexus 2000 Series Fabric Extenders © 2013 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Printed in the UK ES/0913 Page 2 of 2 Americas Headquarters Cisco Systems, Inc. San Jose, CA Asia Pacific Headquarters Cisco Systems (USA) Pte. Ltd. Singapore Europe Headquarters Cisco Systems International BV Amsterdam, The Netherlands Cisco has more than 200 offices worldwide. Addresses, phone numbers, and fax numbers are listed on the Cisco Website at www.cisco.com/go/offices. Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: www.cisco.com/go/trademarks. Third party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1110R)

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