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Simplificando el Contact Center en una sola plataforma de Colaboración

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Giselle Aranda, Business Development Manager of Collaboration for MidMarket de Cisco en el marco del Congreso CRM + Social Media + Centros de Contacto México 2012 en el WTC de la Ciudad de México

Giselle Aranda, Business Development Manager of Collaboration for MidMarket de Cisco en el marco del Congreso CRM + Social Media + Centros de Contacto México 2012 en el WTC de la Ciudad de México

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  • 1. Collaboration Solutionsfor Midmarket BusinessGiselle ArandaSales Business Development ManagerDecember, 2012© 2012 Cisco and/or its affiliates. All rights reserved. 2011 Cisco Confidential 1
  • 2. “Sales of smartphones and “Android is the #1 OS for mobile tablets are now greater than platforms with more than 350,000 all PCs, including notebooks.”! new activations per day.”! “65% of companies are deploying at “People spend more time on least one enterprise social software tool.”! Facebook than any other website.”! “One third of corporations “By 2013, over 90% of say they are using video at network data traffic will least once per week.”! be video.”! “20% of professional PCs will be “60% of server workloads will managed under a hosted virtual be virtualized by 2013.”! desktop model by 2013.”!© 2012 Cisco and/or its affiliates. All rights reserved. 2011 Cisco Confidential 2
  • 3. Find expertise and information; enable Secure access to information and proactive customer interaction. people from any device, anywhere. Deliver agility and scale on demand; create rich media with VDI economics. Enable high-quality interaction from anywhere, in real-time and offline.© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3
  • 4. How Cisco Can Help…Cisco’s Collaboration Architecture for Midmarket Sophistication Meets Simplicity Unified   Customer   Communica.ons   Collabora.on   SERVICES CLOUD Cloud Collabora.on   ON PREMISE Applica.ons   TelePresence  © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4
  • 5. On-premise Communications Solutions for Growing Businesses Affordable, Simple Advanced Collaboration Cisco Business Edition 6000 Collaboration Applications Cisco Jabber UC Cisco WebEx Messaging Customer Collaboration TelePresence Mobility WIRELESS WIRED Enterprise-class Collaboration Right-sized for© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5
  • 6. From the Factory Day 1 Installation & Deployment Day 2+ Operations & Management§  Pre-configured software §  User-centric Jabber Licensing §  Administrator & User Tools§  5 co-resident application VMs §  Single Sign-on Installation Tools §  User Accessibility Features§  Larger capacity server §  Out-of-the-Box & Custom Dial Plans §  Mobility Enhancements © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6
  • 7. Supporting How You Want to Work and InteractCisco IP Endpoint and Client Portfolio Video Advanced Personal & Advanced Collaborative Immersive Media Professional Media Endpoints Advanced Business Business Media Endpoints Communication Communication Endpoints EX Series Basic Voice Endpoints 9900 and CTS EndpointsCommunications 8900 Series Systems Endpoints 7900 Series 6900 Series 3900 Series Series Cisco Jabber On Any Device Virtualization Experience Clients© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7
  • 8. Mobile-enable Your Entire Business with Unified Communications Work Effectively Anywhere, Anytime, Any Device. §  Wired or Wireless §  Single business number reach, single voice mailbox WIRED §  Desktop and Cell Phone pickup: ü Seamlessly move calls between mobile devices and desktop phones WIRELESS §  Mobile Collaboration ü Extension Mobility §  IP Phone VPN client for remote workers Richest Experience in Any Location© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8 8
  • 9. Delivering Consistent User Experience onYour Choice of Devices with Cisco Jabber Securely unify presence, IM, voice, video, Rich, Real-time messaging, desktop sharing & conferencing Communications All-in-one UC Application Collaborate from Any Workspace §  Presence & IM §  PC, Mac, tablet, smart phone §  Voice, Video, voice messaging §  On-premises & Cloud One-one One-to-few §  Desktop sharing, conferencing §  Integration with Microsoft Office Real-Time Best desktop collaboration experience with a choice of On-premise and Cloud IM & Presence options© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9 9
  • 10. Elevate Collaboration Throughout YourOrganization with WebEx §  Industry-leading web conferencing ü  Audio, web, and high-definition video ü  Meeting, Training, Event, and Support versions §  Document, application, desktop sharing §  Manage meeting activities with Meeting Spaces §  Ad-hoc and scheduled meetings, including scheduling with Outlook and Lotus Notes §  Interoperable with Cisco UC products §  Delivered securely over the Cisco WebEx Cloud and on-premises §  Consistent, cross-platform experience ü  Windows, Mac, Linux, Unix, Solaris ü  Supported on mobile devices ü  Available in 13 languages© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10
  • 11. An entirely new way to collaborate and share from the Cloud with Cisco WebEx Meetings 1. Prepare 2. Meet 3. Follow Up A>endee  Organiza:on   HD  Conferencing   Related  Documents   Documents  Distribu:on   Real-­‐:me  Screen  Sharing   Recordings  &  Discussions   Integrated  IM  &  Presence   Mobile  Mee:ngs   File  Sharing     Complete Meeting Lifecycle© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11
  • 12. Cisco WebEx SocialPeople-Centric Collaboration WebEx Social is a people-centric collaboration platform that unifies the workspace through personalized, anywhere access to social, content creation, and real-time communications capabilities across devices© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12
  • 13. Social Collaboration for Midsized Businesses Find experts, Easily create, edit & communities & share content content through Unified Post Instantly form Participate while in virtual work teams email or Microsoft Office Collaborate in full Escalate to real time fidelity on the go communication with click to call, IM, video, & start conference© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13
  • 14. Increase Customer Satisfaction with CiscoCustomer Collaboration §  Connect customers to company experts correctly the first time §  Accelerate call center productivity and interaction capabilities §  Increase employee satisfaction and retention §  Improve customer satisfaction and loyalty §  Choose a deployment option right for your customer care strategy© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14
  • 15. Proven Customer Care for Midsize Business CallCenters Cisco Unified Contact Center Express >10,000 Customer Easier to Buy & Deploy Increased Value Deployments Proposition§  Sold by 1600+ Cisco §  Part of Cisco Unified §  Workforce optimization at Advanced Unified Workspace Licensing model an affordable price point Communications §  New bundles available with §  Integrated outbound, Specialized Partners Cisco Unified email, web chat, social§  “Turnkey” contact center Communications media for up to 400 agents Manager (UCM) §  CCaaS available from the cloud© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15
  • 16. Experience Closer Relationships with CiscoTelePresence Travel-free, face to face collaboration anytime, anywhere, and with anyone. Optimize Speed Transform Reduce business overhead costs employee time processes models §  Reduce travel, §  Minimize business §  Shorten sales/ §  Enable key real estate, travel related product cycles, change processes general admin downtime time-to-market §  Scale expertise costs §  Enhance §  Improve supply §  Enhance §  Maximize ROI teleworking chain efficiency experiences and §  Create more capabilities §  Ensure less relationships opportunity §  Increase downtime productivity© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16
  • 17. Cisco TelePresenceComprehensive Portfolio for Midmarket§  Transform any conference room into a TelePresence room§  Turn any display into a powerful TelePresence system§  Visually collaborate from your desktop§  Support up to 1080p HD video calling§  Cisco WebEx for desktop sharing§  Personal video with EX60 & EX90§  Immersive video with CTS room systems© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17
  • 18. Why Cisco?© 2012 Cisco and/or its affiliates. All rights reserved. 2011 Cisco Confidential 18
  • 19. Cloud On-Premises Mobile, Office, Home, Inter-Company Smartphones, Tablets, Video, Voice, Web, Laptops, Thin Clients Social, Business Apps© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19
  • 20. Trends Integrated Collaboration Experience Wide Variety of Communication Needs ANYWHERE ANY DEVICE ANY CONTENT Richest Experience Secure Intra- and Inter- in Any Location Company Communications Video handled as Easily Flexible Access as Voice, Data from All Clients Customer Collaboration© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 20
  • 21. Why Cisco for Midmarket Business Customer’s 10 Top Reasons 1.  Market Leadership 2.  Broad portfolio 3.  Experience 4.  Support 5.  Flexible Deployment Options 6.  Affordable 7.  Simple 8.  Skilled and Knowledgeable Partners 9.  R&D Investment = Continuous innovation 10.  Open Standards & Integrations© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 21
  • 22. Thank you.© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 22
  • 23. Backup Detail© 2012 Cisco and/or its affiliates. All rights reserved. 2011 Cisco Confidential 23
  • 24. Foundational Communications for Growing BusinessesCisco Business Edition 3000 for On-PremiseEssential Features - One ServerCost-effective, Easy Communications§ Up to 300 users, 400 devices, 10 sitesFlexible, Essential Capability§  Connections for all locations§  Mobility for All Users ‒ PC Soft Phone§ High-quality Video Communications§  Voicemail, Auto Attendant to route calls,messages§  Session Initiation Protocol (SIP) to savecosts Cost-effective, Easy to Use, Simple to Manage Communications Right-sized for Small and Medium Customers© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 24
  • 25. Advanced Communications For Midsize BusinessesCisco Business Edition 6000 for On-PremiseAffordable, Flexible Communications§  Up to 1,000 users§  Up to 1,200 devices§  Up to 50 sites§  Up to 100 customer care agentsSimple, Scalable Collaboration§  Advanced Video Communications§  Enhanced Mobility & BYOD§  High-quality Web Conferencing§  Award-winning Customer Collaboration Feature-rich, Enterprise-class Collaboration With Investment Protection Optimized for Midmarket Customers© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 25
  • 26. Cisco Cloud Collaboration Advantages NEE Add See Create a Unified Experience Optimize Resources Enable IT & Business Agility Maintain Control & Management© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 26
  • 27. Comprehensive TelePresence Endpoint Portfolio NEERemote Personal Multipurpose Cisco Cisco Cisco Jabber Cisco Cisco TelePresence TelePresence Video Cisco IP Video TelePresence TelePresence SX20 Cisco MX200 Phone E20 System Quick System Codec Cisco MX300 System EX60 System EX90 Set C20, Profile C40, Profile 42 42 with C20 C40 Up to 720p Up to 448p Up to 1080p 24” LCD Can be 42“ or 55" Device display 10.6” LCD 21.5” LCD your desk Cisco HD 42” LCD display or supply your own LCD monitor too+ Cisco HD Desktop camera or sharing MultiSite MultiSitesupply your receive only own © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 27