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Web 2.0
          Collaboration in the
          Enterprise


          Marisa K. Chancellor
          Senior Director, Communication and Collaboration IT




Presentation_ID   © 2008 Cisco Systems, Inc. All rights reserved.   Cisco Confidential   1
We’re at a Major Inflection Point
          That Will Change the Way We Work


           Globalization                                                                                  Continuous Connectivity

           Scale  Speed
                                                                                                                    Virtualization
           Empowered
           Employees                                                                     Communication
                                                                                                &                         Web 2.0
                                                                                          Collaboration
           Consumer
                                                                                                                Service-Oriented
           Green                                                                                                     Architecture


                                      Business                                                               Technology

Presentation_ID   © 2008 Cisco Systems, Inc. All rights reserved.   Cisco Confidential                                               2
The Explosion of Content Continues
           …Old Content Is Combining With New Content


                                                                                          Blogs
                        Wiki




                      Forums                                                              Chat




                2 …And, It’s All Happening Now!
Web videos accountvideos viewed bysent every second (March 08) by 2010
        11 billion for 30% of all Internet traffic today; will reach 80%
                  Million Emails are 139 M users in US
 Presentation_ID   © 2008 Cisco Systems, Inc. All rights reserved.   Cisco Confidential           3
The CIO Is Caught in the Middle


         Enterprise Demands                                                              Employee Demands
           Compliance                                                                   “I want Facebook for the
           DR strategies                                                                 Enterprise...”
           Security                                                                     “I’m going to do it whether
           Operational excellence                                                        you support it or not...”
           QoS
                                                                                         “Why can’t I get access
           Backup and recovery                                                           to…”




Presentation_ID   © 2008 Cisco Systems, Inc. All rights reserved.   Cisco Confidential                                 4
The Communication and
          Collaboration Story
                               Integrated Workforce Experience

              Connect                                      Communicate                    Collaborate     Learn
    the right people,
     resources, and                                     more effectively                 internally and   from all
   content at the right                                  and efficiently                   externally
           time




      Goal is to drive productivity, growth and innovation




Presentation_ID   © 2008 Cisco Systems, Inc. All rights reserved.   Cisco Confidential                               5
Essential Elements of Collaboration
                               Integrated Workforce Experience
        Video                                         Web 2.0 Tools &                     Personalization        Applications &
    Communication                                      Technologies                        & Relevancy             Services
    & Collaboration
                                                                                                                         Employee
                                                                                                                         Directory
                                                                                               Search
                                                                                                                     CCOE
          UC      Digital Media                             RSS
                                                                              Blogs


                                                                                           Content
                                                                                                                 - Sample Services -
                                                     Communities                                     Workforce
           TelePresence                                                                                Data              Pricing
                                                                                  Wikis
                                                                                           ID Mgmt




        Result is a personalized and relevant integrated workspace

Presentation_ID   © 2008 Cisco Systems, Inc. All rights reserved.   Cisco Confidential                                                 6
An Integrated Workforce Experience




Presentation_ID   © 2008 Cisco Systems, Inc. All rights reserved.   Cisco Confidential   7
The Evolution of the Integrated
          Workforce Experience
                                                                                         People




                                                                            Communities          Information
           Video
      Communication &               Web 2.0 Tools &                                                                 Personalization &   Applications &
        Collaboration                Technologies                                                                      Relevancy          Services


     New Business Capabilities
     Integrated Workspaces

                    FCLN
           Finance Collaboration &
             Leadership Network
                                                                            Ciscopedia                    Directory 3.0        WebEx/MP Hybrid Client
              New Cisco Workspaces


     Platform Building Blocks
     Technologies




                        Video                                    Unified                                        Discussion        Virtual     Social
         RSS           Sharing                  Wikis         Communications             Blogs           IM       Forums         Meetings   Bookmarking

Presentation_ID   © 2008 Cisco Systems, Inc. All rights reserved.   Cisco Confidential                                                                    8
Cisco Collaboration Architecture
                                        Any Device…Anywhere….Anytime




                                                                    User, Location & Device Policies
                                                                     Common Application Services
                     Search                              Grouping                         Notification           Content            Collaboration


                                                                             Data Access Policies

                                                                                     Web Services
                  RSS                  Video                    Wiki                  Blogs          Forums      Content        Access     Transactional
                                                                                                                                             SOA App

                           Email                Calendar                Meetings                IM       Conferencing   Directory    Ciscopedia     Tagging




                                                             Cisco Intelligent Network
Presentation_ID   © 2008 Cisco Systems, Inc. All rights reserved.    Cisco Confidential                                                                       9
Delivering an
          Integrated Workforce Experience

                                                                              Directory 3.0




                                                                                         My View

                                              Communities                                      Ciscopedia




Presentation_ID   © 2008 Cisco Systems, Inc. All rights reserved.   Cisco Confidential                      10
Directory 3.0




Presentation_ID   © 2008 Cisco Systems, Inc. All rights reserved.   Cisco Confidential   11
Ciscopedia




Presentation_ID   © 2008 Cisco Systems, Inc. All rights reserved.   Cisco Confidential   12
Communities




Presentation_ID   © 2008 Cisco Systems, Inc. All rights reserved.   Cisco Confidential   13
“My View”
            My Status
            My Meetings
            My Bookings
            My Cases
            My Messages
            My Feeds
            My Metrics
            My Community
            My News
            My Contacts
            My Projects
            My Weather
            ...
Presentation_ID    © 2008 Cisco Systems, Inc. All rights reserved.   Cisco Confidential   14
Value Case Framework and Approach



           Operational                                         Multiplier                    Business          Key
  1         Metrics                              2            Proof Points               3    Impact    4    Message
                                                    1.  Remote                                $378 M    “SOAR increases
                                                        Collaboration (TP/                              the average
                                                        WebEx/UC)                             $277 M    number of
                                                    2.  Telecommuting                                   customer
         MeetingCenter                              3.  Specialist                             $62 M    interactions from
      Over 99M minutes in                               Optimization
       FY08 and 83.3M                                                                                   3 to 7 per week“
                                                        (SOAR)
      minutes in Q2FY09!                            4.  Sales Productivity                     $26 M
                                                                                                        “Leveraging C&C
                                                        (NEW)                                           for product
                                                    5.  Connected
                    Wikis                                                                     $13 M     development in
                                                        Workplace                                       engineering
                                                    6.  Deal/Order                             $2 M
                                                                                                        reduced the time
      1.6 MILLION page                                  Acceleration via UC                     $4M     for a typical
            edits                                   7.  Mac-Wiki                                        software release
       Up 89% in FY08!                              8.  C-Vision & Video                       $10 M    by 35%”
                                                        Blogs

                                                                                               $691M

Presentation_ID   © 2008 Cisco Systems, Inc. All rights reserved.   Cisco Confidential                                      15
Remote Collaboration
Situation/                      Globalization and outsourcing driving
Challenge                        need for greater collaboration
                                Customers and partners expect
                                 improved responsiveness
                                Travel budgets increasingly constrained

Solution                        Deployed 300+ TelePresence rooms                        Benefits
                                Provided employees with web                               Increased interactions with
                                 conferencing (WebEx), desktop                              customers
                                 video (UC)                                                Higher quality of life
Result                          Reduced travel per employee by 31%                        Reduced greenhouse gas
                                 in FY08 vs. FY06 baseline (before                          emissions
                                 TelePresence)
                                                                                         Result
                                Faster sales cycle and improved win
                                 rate increased contribution margin by                     Travel expense savings of
                                 $91M in FY08                                               $226M/yr
                                                                                           Time savings of $61M/yr
          Sources: Corporate Affairs, TelePresence IT, Finance;
          Cisco IBSG, 2009
Presentation_ID   © 2008 Cisco Systems, Inc. All rights reserved.   Cisco Confidential                               16
Expertise Location
Situation/   Specialists are critical to sales process
Challenge   Account coverage constrained by limits
                                   on specialist resources, ability to scale
                               Delayed access lengthens sales cycle
Solution                       Offload routine support tasks with rapid
                                response (Tech Support Network) and
                                self-help tools (reference database,                     Benefits
                                WebEx Connect community)
                                                                                           Improved market
                               Shorten cycle time with regularly                           coverage
                                scheduled virtual product demos                            Scaled expertise
                               Increase high-value interactions using                     Increased customer face
                                expertise locator and remote                                time
                                collaboration capabilities                               Result
Result                         45% increase in specialist interactions                    Specialist time savings of
                                with customers in Canada, Commercial                        $12M/yr
                               9–14% specialist productivity increase                     Increased margin of $50M
                                                                                            from reducing sales cycle
          Source: Cisco AT Sales, VTG CBT; Cisco IBSG, 2009
Presentation_ID   © 2008 Cisco Systems, Inc. All rights reserved.   Cisco Confidential                                17
Knowledge Sharing
Situation/   Cisco: 10,000 Apple Macintosh users
Challenge   No dedicated Cisco IT support
                               Productivity impact for users needing
                                support


Solution                       Common wiki portal for Mac users,
                                with distributed editing                                 Benefits
                               Provides community-based
                                                                                            Distributed user-generated
                                instructions, resources, tips                                content
                               Approx. 10,000 unique visitors/month                        Community-based updates
                                                                                             and maintenance
Result                         Improved productivity for Mac users
                               Avoids approximately $1.6M in annual                     Result
                                help desk costs
                                                                                            $1.6M/yr savings in help
                               Improves productivity with increased                         desk costs
                                uptime—$2.6M annual value for Cisco
                                                                                            $2.6M/yr in user time
                                                                                             savings
          Sources: Cisco CCOE; Cisco IBSG, 2009
Presentation_ID   © 2008 Cisco Systems, Inc. All rights reserved.   Cisco Confidential                               18
Leadership Beyond Technology
                                                                                                          Web services
                                                                                                          Video
                                                                                         Technology       Unified Communications
                                                                                                          TelePresence
                                                                                                          Wikis
    Sustainable commerce services (SOA)                                                                  Blogs
    Business value metrics
    Scalable integrated processes
    Common services



                                                     Process                                                Culture


                                                                                                           Leadership
                                                                                                           Change management
                                                                                                           Governance
                                                                                                           Invite participation
Presentation_ID   © 2008 Cisco Systems, Inc. All rights reserved.   Cisco Confidential                                              19
The Human Network




    Connecting People                                                                    Consumer/Data Center
Presentation_ID   © 2008 Cisco Systems, Inc. All rights reserved.   Cisco Confidential                          20
Welcome to the Human Network at Work




                                                                                          Directory 3.0




                               Driving Productivity, Growth and Innovation
                                        Connect, Communicate, Collaborate and Learn
Presentation_ID    © 2008 Cisco Systems, Inc. All rights reserved.   Cisco Confidential                   21
Presentation_ID   © 2008 Cisco Systems, Inc. All rights reserved.   Cisco Confidential   22

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N2Y4 Cisco Keynote

  • 1. Web 2.0 Collaboration in the Enterprise Marisa K. Chancellor Senior Director, Communication and Collaboration IT Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 1
  • 2. We’re at a Major Inflection Point That Will Change the Way We Work Globalization Continuous Connectivity Scale  Speed Virtualization Empowered Employees Communication & Web 2.0 Collaboration Consumer Service-Oriented Green Architecture Business Technology Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 2
  • 3. The Explosion of Content Continues …Old Content Is Combining With New Content Blogs Wiki Forums Chat 2 …And, It’s All Happening Now! Web videos accountvideos viewed bysent every second (March 08) by 2010 11 billion for 30% of all Internet traffic today; will reach 80% Million Emails are 139 M users in US Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 3
  • 4. The CIO Is Caught in the Middle Enterprise Demands Employee Demands   Compliance “I want Facebook for the   DR strategies Enterprise...”   Security “I’m going to do it whether   Operational excellence you support it or not...”   QoS “Why can’t I get access   Backup and recovery to…” Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 4
  • 5. The Communication and Collaboration Story Integrated Workforce Experience Connect Communicate Collaborate Learn the right people, resources, and more effectively internally and from all content at the right and efficiently externally time Goal is to drive productivity, growth and innovation Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 5
  • 6. Essential Elements of Collaboration Integrated Workforce Experience Video Web 2.0 Tools & Personalization Applications & Communication Technologies & Relevancy Services & Collaboration Employee Directory Search CCOE UC Digital Media RSS Blogs Content - Sample Services - Communities Workforce TelePresence Data Pricing Wikis ID Mgmt Result is a personalized and relevant integrated workspace Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 6
  • 7. An Integrated Workforce Experience Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 7
  • 8. The Evolution of the Integrated Workforce Experience People Communities Information Video Communication & Web 2.0 Tools & Personalization & Applications & Collaboration Technologies Relevancy Services New Business Capabilities Integrated Workspaces FCLN Finance Collaboration & Leadership Network Ciscopedia Directory 3.0 WebEx/MP Hybrid Client New Cisco Workspaces Platform Building Blocks Technologies Video Unified Discussion Virtual Social RSS Sharing Wikis Communications Blogs IM Forums Meetings Bookmarking Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 8
  • 9. Cisco Collaboration Architecture Any Device…Anywhere….Anytime User, Location & Device Policies Common Application Services Search Grouping Notification Content Collaboration Data Access Policies Web Services RSS Video Wiki Blogs Forums Content Access Transactional SOA App Email Calendar Meetings IM Conferencing Directory Ciscopedia Tagging Cisco Intelligent Network Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 9
  • 10. Delivering an Integrated Workforce Experience Directory 3.0 My View Communities Ciscopedia Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 10
  • 11. Directory 3.0 Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 11
  • 12. Ciscopedia Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 12
  • 13. Communities Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 13
  • 14. “My View”   My Status   My Meetings   My Bookings   My Cases   My Messages   My Feeds   My Metrics   My Community   My News   My Contacts   My Projects   My Weather   ... Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 14
  • 15. Value Case Framework and Approach Operational Multiplier Business Key 1 Metrics 2 Proof Points 3 Impact 4 Message 1.  Remote $378 M “SOAR increases Collaboration (TP/ the average WebEx/UC) $277 M number of 2.  Telecommuting customer MeetingCenter 3.  Specialist $62 M interactions from Over 99M minutes in Optimization FY08 and 83.3M 3 to 7 per week“ (SOAR) minutes in Q2FY09! 4.  Sales Productivity $26 M “Leveraging C&C (NEW) for product 5.  Connected Wikis $13 M development in Workplace engineering 6.  Deal/Order $2 M reduced the time 1.6 MILLION page Acceleration via UC $4M for a typical edits 7.  Mac-Wiki software release Up 89% in FY08! 8.  C-Vision & Video $10 M by 35%” Blogs $691M Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 15
  • 16. Remote Collaboration Situation/   Globalization and outsourcing driving Challenge need for greater collaboration   Customers and partners expect improved responsiveness   Travel budgets increasingly constrained Solution   Deployed 300+ TelePresence rooms Benefits   Provided employees with web   Increased interactions with conferencing (WebEx), desktop customers video (UC)   Higher quality of life Result   Reduced travel per employee by 31%   Reduced greenhouse gas in FY08 vs. FY06 baseline (before emissions TelePresence) Result   Faster sales cycle and improved win rate increased contribution margin by   Travel expense savings of $91M in FY08 $226M/yr   Time savings of $61M/yr Sources: Corporate Affairs, TelePresence IT, Finance; Cisco IBSG, 2009 Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 16
  • 17. Expertise Location Situation/   Specialists are critical to sales process Challenge   Account coverage constrained by limits on specialist resources, ability to scale   Delayed access lengthens sales cycle Solution   Offload routine support tasks with rapid response (Tech Support Network) and self-help tools (reference database, Benefits WebEx Connect community)   Improved market   Shorten cycle time with regularly coverage scheduled virtual product demos   Scaled expertise   Increase high-value interactions using   Increased customer face expertise locator and remote time collaboration capabilities Result Result   45% increase in specialist interactions   Specialist time savings of with customers in Canada, Commercial $12M/yr   9–14% specialist productivity increase   Increased margin of $50M from reducing sales cycle Source: Cisco AT Sales, VTG CBT; Cisco IBSG, 2009 Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 17
  • 18. Knowledge Sharing Situation/   Cisco: 10,000 Apple Macintosh users Challenge   No dedicated Cisco IT support   Productivity impact for users needing support Solution   Common wiki portal for Mac users, with distributed editing Benefits   Provides community-based   Distributed user-generated instructions, resources, tips content   Approx. 10,000 unique visitors/month   Community-based updates and maintenance Result   Improved productivity for Mac users   Avoids approximately $1.6M in annual Result help desk costs   $1.6M/yr savings in help   Improves productivity with increased desk costs uptime—$2.6M annual value for Cisco   $2.6M/yr in user time savings Sources: Cisco CCOE; Cisco IBSG, 2009 Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 18
  • 19. Leadership Beyond Technology   Web services   Video Technology   Unified Communications   TelePresence   Wikis   Sustainable commerce services (SOA)   Blogs   Business value metrics   Scalable integrated processes   Common services Process Culture   Leadership   Change management   Governance   Invite participation Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 19
  • 20. The Human Network Connecting People Consumer/Data Center Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 20
  • 21. Welcome to the Human Network at Work Directory 3.0 Driving Productivity, Growth and Innovation Connect, Communicate, Collaborate and Learn Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 21
  • 22. Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 22