Planning for the Future: How Collaboration Will Impact Your Process, Culture, Technology and Value
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Planning for the Future: How Collaboration Will Impact Your Process, Culture, Technology and Value

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  • Let’s take a quick look at Cisco’s broad collaboration portfolio that will make this possible.You probably know Cisco for our communications strength.We pioneered IP communications. Today we are the market leader with a wide range of end points and applications. We’ve extended this portfolio into mobile applications, bringing control and management to IT—and creating a better experience for users of smart phones like RIM, Nokia, Apple and Windows Mobile. We’ve grown from that into customer care—contact center solutions—where we are innovating by bringing social networking capabilities into customer service. TelePresence is the latest addition to our real-time communications portfolio. Just as we did with voice, we are innovating with video to create the most lifelike video conferencing on the market. You may be less familiar with the breadth and depth of our collaboration applications. Beginning with conferencing, you may be familiar with the solutions available through our Unified Communications portfolio, providing on premise solutions for voice and video conferencing. Adding to these capabilities, Cisco acquired WebEx – the online web conferencing market leader several years ago. Today, Cisco WebEx remains the market leader with over 20 million meetings hosted a month on the Cisco WebEx Collaboration cloud. We’ve supportedmessaging for years through our IP communications portfolio. With the recent acquisition of Jabber we’ve expanded our capabilities for richer presence into any application. Jabber, the originator and leader in the open XMPP protocol is integrated into both our on premise and SaaS offerings. With our acquisition of Postpath, Cisco will offer plug compatible hosted email, providing the same experience as Microsoft but with the cost efficiencies of the cloud.And this past November, Cisco adds two new offers in enterprise social software. You told us your employees are increasingly using social software tools to collaborate in the workplace. Our applications offer similar features to Facebook and YouTube, but with the integration, security and management IT needs. Transition: I hope you now have a good sense of the breadth and range of Cisco’s collaboration portfolio. I’d like to turn to what makes it so cohesive, and that’s our collaboration architecture.
  • COMPARISON OF PC with the POST-PC WORLDLet’s take a look at the traditional compute stack that was dominant back in 2006. This monolithic architecture has essentially been shattered at every level into a multitude of different choices in just 5 years:  Applications: Traditional business applications like email are being blended with new social applications that bring together People, Communities and Information. The old provisioning model of a ‘standard PC image’ is moving towards an App Store model which has huge momentum with iTunes App Store for example now past 10 billion downloads. . But how well does the App Store model work for Enterprise - how do we ensure security and policy control in mission critical environments ? Operating Systems: In 2006 it was all about Windows. Now Windows has been joined by Mac OS, iOS, Android and others. The pace of this transition is truly amazing. There are 350,000 new Android activations A DAY! Now choice is great but if unless our architectures support multiple operating systems, the OS effectively becomes a barrier to collaboration.Server Architecture: Since 2006 traditional client/server architectures have evolved significantly and cloud is now an accepted mainstream deployment option. And let’s not forget that there’s been an equally profound change going on in the Data Center for a while now. Desktop Virtualization has obvious benefits in terms of cost and data security – Gartner estimates that 20% of enterprise users are going to be using hosted virtual desktops by 2014 . The question for the industry is how to ensure real time voice and video work well in a virtualized environment.Devices: Obviously this is the area that has completely transformed the IT landscape in the last 5 years. The PC has been joined by 3.6 billion mobile devices, tablets, thin clients and purpose built video devices. Transition to next four slides: So what does the new workspace look like? Four values: social, mobile, visual and virtual.
  • Technology Continuous Connectivity Virtualization SOA Social SoftwareBusinessGlobalization Scale  Speed Building Trust Building Global Teams Economic Pressures Empowered Employees Consumer-Like CapabilitiesMobilityEmployee MobilityReal-Time Content & VideoDevice ProliferationWork Anywhere, AnytimeContentVideo Current Content - Email, PowerPointNew Content - Blogs, wikis, discussion forums
  • Technology Continuous Connectivity Virtualization SOA Social SoftwareBusinessGlobalization Scale  Speed Building Trust Building Global Teams Economic Pressures Empowered Employees Consumer-Like CapabilitiesMobilityEmployee MobilityReal-Time Content & VideoDevice ProliferationWork Anywhere, AnytimeContentVideo Current Content - Email, PowerPointNew Content - Blogs, wikis, discussion forums
  • As a result of these challenges, we decided to radically alter our overall strategy. Multi-Platform: o solve the Motorola issue and the growing iPhone demand, we took a look at the leading mobile platforms. RIM greatly expanded the management capabilities of the platform, and they released several variants of their devices (multiple letters on keys, touchscreen, cameras, wifi, GPS, etc.). Apple decided to support Microsoft ActiveSync, which when coupled with ISA, allowed us to offer push email/calendar/contacts capabilities to iPhones, Windows Mobile devices, and Symbian devices. These two platforms allow us to connect any device that meets our basic security criteria. The best example of how this strategy worked well was the iPad release. On the first day they were available, we had over 60 iPads connected to our ActiveSync infrastructure. IT hadn’t waited overnight at an Apple store, so we didn’t have one yet. Our clients simply took their iPhone credentials and entered them into their new iPads. Google also decided to support ActiveSync (albeit to varying degrees), so we’ve been able to support a growing number of Android devices using the same infrastructure. Multi-Provider: Cisco has over 100 service providers in more than 60 countries. Because almost all of the global service providers are also our customers, we are in unique position as both a buying entity and a selling entity. We must carefully manage relationships with each of these vendors in order to cultivate healthy relationships. This is great for our internal clients, since in many countries they have a choice of providers. For IT, however, it is very complex to manage. We are investigating ways to consolidate the management of these vendors to drive better costs and a better experience for our internal clients.Multi-Liable: We took a hard look at our liability policies and had to make some tough choices to meet our expense management challenge. We decide that Cisco employees would start purchasing all devices whether Cisco was liable for service or not. Where possible, we negotiated with carriers to offer a free device choice. This means that if you want to upgrade to a 32GB iPhone 4 instead of an 8500 series BlackBerry, you’re paying for it out of your pocket. This allowed us to offer a nearly unlimited selection of devices and let the client choose the level of capabilities they wanted from their smartphone. It also allowed us to let the carriers compete on devices (capabilities, selection, pricing, etc.) rather than limiting choice. The selection is only limited when a device cannot meet our basic security requirements (covered in a later slide).Multiple Support Methodologies: The only way we could aggressively scale this “multi-everything” approach was to get creative around support methodologies. For our BlackBerry service, we continue to offer traditional three level tech support. We supplement this with a +600 page wiki and a moderated forum. For our ActiveSync-based services (iPhone, Android, etc.), we officially only offer wiki and forum support. Unofficially, we are still taking tech support cases at the help desk, but this is frowned upon. We have more to come on later slides.
  • IT launched IWE powered by Cisco Quad in late November, 2010. IT Mobility consolidated all of the wiki content and forum content into the IT Mobility Services Community on Cisco Quad. Cisco Quad allows IT to significantly raise the bidirectional community-based interactions between IT and our internal clients. It also drove significant case reduction because of the simple, personalized interface developed within Quad. Cisco Quad is the cornerstone of Cisco IT’s browser-based collaboration strategy.
  • NOTES:Per Stephen, he is basing these percentages on 65,000 Cisco employees. There are roughly 3300 executives and 9000 managers. The 5% “new hires” figure is variable, based on time of year and company acquisitions.The general employees percentage applies to all employees – even if they are execs or managers.
  • For lengthy expense reports, which can take as long as an hour for long trips, this cuts down the process to less than 20 minutes.
  • QUESTIONS:What are the overall utilization, end to end, combined video enabled calls to date?What is the combined deployed video enabled endpoints to date?REQUIREMENTS:Show combined utilization statistics for all Cisco immersive, multipurpose and personal video.DATA COLLECTION INSTRUCTIONS:Combined Calls: Use the “Video Enablement Utilization Monthly Report”, “Total Calls” tab. Sum the cumulate TelePresence Scheduled & ad hoc meetings/calls from the TelePresence Metrics dashboard (i.e. download spreadsheets and cumulate manually) with the total cumulate calls on the “Total Calls” tab.Combined Endpoints: Use the “Video Enablement Deployment Report”. Sum TelePresence deployed systems with the grand total deployed endpoints found in the report.REVISED REQUIREMENTS:Show growth of the endpoints over a period of time – couple of endpoints with thousandsSpread out from the beginning – usage growth over quarters – trend of calls going up and type of callsShow type of calls (Immersive and personal)NOTE: I cannot show trends of all the deployed devices because we don’t have Tandberg deployed data.Growth of traditional method to desktop videoStretch out by quarters since launchShow how we have grown in a few months with the addition of Tandberg devices
  • Includes show and share and WebEx and all other components
  • From IBSG

Planning for the Future: How Collaboration Will Impact Your Process, Culture, Technology and Value Planning for the Future: How Collaboration Will Impact Your Process, Culture, Technology and Value Presentation Transcript

  • Planning for the Future:How Collaboration Will Impact Your Process,Culture, Technology and ValueSheila JordanSenior Vice President,Communication and Collaboration IT, Cisco SystemsTwitter: @CiscoSheilawww.ciscolivevirtual.com
  • Collaboration The IT Investment of the Decade Presentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 2
  • How Cisco Defines Collaboration Social Mobile Expertise and information Secure access to information location, proactive and people from any device, customer interaction anywhereVisualHigh-quality interaction Virtualfrom anywhere, real Agility and scale on-demand,time and offline rich media with VDI economics Presentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 3
  • Cisco Collaboration Portfolio Unified Customer Communications Collaboration Collaboration TelePresence ApplicationsPresentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 4
  • ApplicationsClient OSServerArchitectureDevices Presentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 5
  • Trends Driving Collaboration  Continuous connectivity  Employee mobility  Virtualization  Real-time content, video and  SoA apps  Social software  Device proliferation Technology  Work anywhere, anytime Business Mobility Globalization Scale  speed Building trust Building global teams  Video Economic pressures Content  Current content Empowered employees Email, PowerPoint Consumer-like  New content capabilities Blogs, wikis, discussion forums Presentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 6
  • Positioning the IT Organizationto Execute for Value Growth Communication and Collaboration Experience ProductivityPresentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 7
  • How Cisco Defines Collaboration Social Mobile Expertise and information Secure access to information location, proactive and people from any device, customer interaction anywhereVisualHigh-quality interaction Virtualfrom anywhere, real Agility and scale on-demand,time and offline rich media with VDI economics Presentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 8
  • The Communication and Collaboration Story Integrated Workforce Experience Powered by Cisco QuadThe Right People, More Effectively Internally From All Resources, and and Efficiently and Externally Content at the Right Time Productivity Growth Innovation Presentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 9
  • Elements of Collaboration Transformation Integrated Workforce Experience Powered by Cisco QuadCisco Video Communication Enterprise Personalization Applicationsand Collaboration Social Software and Relevancy and Services Search Directory Cisco Cius Blogs HR Systems Forums Content Unified CRM/ERP Communications Workforce Data Business Intelligence ID Management Business Apps Conferencing Policy Manager Tools Communities Management My Expenses Enterprise Video Tagging My Approvals Personalized and Relevant Workspace Presentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 10
  • Cisco Quad (Product) Cisco Video Comm Enterprise Social Personalization and Applications and and Collaboration Software Relevancy Services Micro- Blogs, Wikis, BloggingCisco Video Communication Enterprise Personalization Applications Forumsand Collaboration Social Software and Relevancy and Services Integrated Cisco UC and Community Presence Search Team Space Directory Cisco Cius Blogs People, HR Systems Forums Content Directory Profile Communities, Unified Information CRM/ERP Communications Workforce Data Business Personal Video: Intelligence Dashboard Cisco Show ID Mgmt and Share Workforce Services Conferencing Social Tagging Manager Tools Policy Mgmt Applications and Communities Services Content My Expenses Enterprise Video Management Tagging My Approvals Click to Call, IM, Advanced Meet, Email Search Presentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 11
  • IWE for CommunitiesPresentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 12
  • How Cisco Defines Collaboration Social Mobile Expertise and information Secure access to information location, proactive and people from any device, customer interaction anywhereVisualHigh-quality interaction Virtualfrom anywhere, real Agility and scale on-demand,time and offline rich media with VDI economics Presentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 13
  • Scalable, Secured Architecture Delivers Our “Mobility Service” Scaled Flexible Service Provider Tailored Architecture Liability Choice Support Any trusted  Employee  Circular business  Self-service device purchased  Client choice content Industry-standard devices  Any device plans  One-to-many platforms  Corporate and  Competitive interactive Cisco personal service market  Traditional AnyConnect  Strong rules  Spend one-to-one and MDM of use management Presentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 14
  • Cisco’s Any Device Landscape Feb. 29, 2012 31.2 % of clients today have Cisco IT services with > 1 Mobile device (27% in Jan) 8,075 iPads 3,339 Cius 4.8% GrowthTablet BasedDevicesMobile 1,579 21,081 5,726 11,081Smartphone iPhones Android Devices BlackBerry Devices OtherDevices Devices 2.5% Growth 5.6% Growth -7.0% Growth -17% GrowthDesktop 93,490 16,864 7,175 2000 (Pilot)Landscape Windows PC’s Apple Mac’s Linux Desktop Desktops Virtualization Presentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 15
  • IT Mobility Community on Cisco Quad Results Metrics 200 pages 59% more devices (75% reduction) Purpose-Built 33% more users Workflow Dramatically Improved User 24% fewer cases ExperiencePresentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 16
  • How Cisco Defines Collaboration Social Mobile Expertise and information Secure access to information location, proactive and people from any device, customer interaction anywhereVisualHigh-quality interaction Virtualfrom anywhere, real Agility and scale on-demand,time and offline rich media with VDI economics Presentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 17
  • Business AppsThe Employee Experience
  • Business Apps From To Functionally aligned  Many are event driven Difficult to find (benefits, stock, and navigate expense reports) Most not used often  Underlying content outdated Strategy  Initial Focus: Discrete, highly used services with associated pain points  Segmentation: Evolve to integrated, persona-based experiences Presentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 19
  • Business Apps: Employee Experience  15 business apps available in Cisco Quad  Includes: My Paid Time Off (vacation) My Approvals My Expenses Learning and Development My Performance Plan My Bookshelf Support Central Global Hotel DirectoryPresentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 20
  • Employee Experience Segmentation Persona-Based Experiences % of Segments Offerings Population Executive  Executive metrics Experience  SLX community 5% Manager  Compensation planning  Approvals Experience  Manager development  Manager metrics 14%  New employee training New Hires Experience  Day 1 work services tracking  Pre-hire information 5%General Employee  Content  My Business ServicesExperience   Communities My Employee Services  My Career Services 100% Presentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 21
  • My Approvals Purchase Orders Aggregates Back Office Headcount System Approvals Travel (HR, Finance, IT) Performance Plans IT Approvals Facility Moves Paid Time OffPresentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 22
  • My Expenses Cut Expense Submission Time by 60% “At-a-Glance” View of1 2 Easy-to-Use Expense Worksheet Outstanding Expenses Presentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 23
  • How Cisco Defines Collaboration Social Mobile Expertise and information Secure access to information location, proactive and people from any device, customer interaction anywhereVisualHigh-quality interaction Virtualfrom anywhere, real Agility and scale on-demand,time and offline rich media with VDI economics Presentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 24
  • Video Enhances the Collaboration ExperienceImprove Eye Contact Strengthens and Interpret Body Relationships Language Video Collaboration and Builds Humanization Globalization and Trust Presentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 25
  • Video Is Booming—EverywhereUC Conferencing Immersive Video Sharing Over 200K IP 100K Calls 2M Video Streams Phones Installed per Quarter Served To-DateVirtual Events Movi Personal 85% savings for Over 6K Units Large Events Deployed Integrated and Consistent User ExperienceIM/Jabber Cius Enterprise Tablet Over 160K 600 Units 1.2M Meetings Users Deployed per Quarter Presentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 26
  • Value of Pervasive Video Portfolio Immersive and Unified Desktop/ Video Streaming Video Sharing Virtual Events Communications Personal Video Choice of Life Size, Video Calling, Web Video Broadcast to Creation and Storing of End-to-End PlanningIn Person, or Desktop Conferencing, and Desktop PCs Video Content for Easy and Support for Off-Site, Endpoint Interoperability and Secure Retrieval High-Profile Meetings Enable effective  Enable large  Increase  Reduce  Integrated CXO-level group management training costs webcasting, decision making collaboration communication  Increase breakout sessions, Build customer  Communicate efficiency executives discussions, etc. intimacy effectively  Reduce interaction with  Consistent Improve high-cost  Provide ad-hoc, interpretation employees experience across resource low-cost video  Improve retention  Informal all platforms productivity capability to all  Low-loss, messaging to  Reduction of Increase SME employees time-shifted broad audiences traditional access with high communication event costs impact at low cost Presentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 27
  • Growth of Video Usage 400,000 350,000 300,000Number of Calls 250,000 Growth of Personal/Desktop 200,000 Quickly Surpassed Immersive 150,000 100,000 50,000 0 Immersive Desktop/Personal Presentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 28
  • Video as a Percentage of Total Network Traffic 25% 20%Percentage of Video 15% 10% 5% 0% Presentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 29
  • Cisco Video Metrics Dashboard Global Deployment Business Value Metrics by Unit Type Utilization Rates for Public/Private RoomsPresentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 30
  • Executive Messaging Product Demonstrations Learning and Tutorials The Value of Video Sharing Meeting Recordings HR Training Company Meetings Community InvolvementPresentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 31
  • Cisco on Cisco Business Value Enabled by Video Optimize Transform Reduce Speed Decision Employee Business Travel Making Productivity ModelsLow Business Value High Presentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 32
  • Cisco IT Running Collaboration in the Cloud CONTENT PRIVATE Documents COLLABORATION APPS PUBLIC CLOUD CLOUD • Internal • WebEx Collaboration (Cisco Quad) • Instant Messaging SERVICES • Jabber Video for TelePresence B2B • Video Sharing TelePresence Service • External Collaboration (Cisco Quad) INFRASTRUCTURE • Innovation Desktop Virtualization Management Presentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 33
  • Leadership Beyond Technology
  • Leadership Beyond Technology  Quad  Video  Unified Communications Technology  Cisco TelePresence  Instant messaging  Access to transformational systems  Security  Print Scalable,  Leadership integrated  Change processes management Services Process Culture  Governance framework  Transforming Business value how we work Presentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 35
  • Communications and Collaboration Steering Committee Co-Chair Co-Chair The C & C Cross-Functional Steering Committee Will Drive Innovation and Success in Communication and Collaboration at Cisco Jim Grubb Sheila Jordan GMCC ITKris Cowles Darrin Simmons Vishakha Radia Harbrinder Kang Angela Stark Jovi Gayac Anne Robinson Amy Kwan Chris Bodlovic Don McLaughlin CDO CDO CDO GMCC GMCC Corp Positioning CVCM Finance HR L&DRick Hutley Marisa Chancellor Lance Perry Van Dang Michelle Graham Jim Delia Jedd Williams Jennifer Cheung Glen Schleicher Marcelo Durand IBSG IT IT Legal Sales Comms Sales Ops Global Collab Sales WW Sales Org Services WW Partner Org Presentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 36
  • Six Steps to Transformation Sustainable Business Value 6 Deliver Workforce Services That Surprise and Delight 5 Create Integrated Technology Roadmap 4 Identify Business Opportunities or Pain Points 3 Assemble Accountable Cross-Functional Leadership Team 2 Develop Enterprise Architecture Approach 1 Develop and Share the Vision Change Management Governance Communicate…Communicate…Communicate…Communicate MetricsPresentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 37
  • Collaboration Is the IT Investment That Fuels GrowthDecade Decade of the for ThisPresentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 38
  • Complete Your Online SessionEvaluationComplete your session evaluation: Directly from your mobile device by visiting www.ciscoliveaustralia.com/mobile and login by entering your badge ID (located on the front of your badge) Visit one of the Cisco Live internet stations located throughout the venue Open a browser on your own computer Don’t forget to activate your Cisco Live to access the Cisco Live onsite portal Virtual account for access to all session materials, communities, and on-demand and live activities throughout the year. Activate your account at any internet station or visit www.ciscolivevirtual.com.Presentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 39
  • Presentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 40