© 2011 cisco and/or its affiliates. all rights reserved. 1 · © 2011 cisco and/or its affiliates....
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© 2011 Cisco and/or its affiliates. All rights reserved. 1
© 2011 Cisco and/or its affiliates. All rights reserved. 2
© 2011 Cisco and/or its affiliates. All rights reserved. 3© 2011 Cisco and/or its affiliates. All rights reserved. 3
Inovar através da Colaboração:A mudança que faz a diferença
Cisco Expo - 20 de Setembro de 2011
Ricardo Pipa – Cilnet, Manager
Rui Ribeiro – Cisco, Product Sales Specialist CIS
Sérgio Pinto – Cisco, Systems Engineer
© 2011 Cisco and/or its affiliates. All rights reserved. 4Cisco Confidential© 2011 Cisco and/or its affiliates. All rights reserved. 4
A Organização torna-se Social
Video torna-se habitual...
O aparecimento do Cloud Computing...
Explosão de Dispositivos Moveis
“57% dos trabalhadores usam redes
sociais no seu posto de trabalho,
mas >15% deles usam ferramentas
de consumo”
“20% dos PC’s profissionais
serão geridos através de um
ambiente de desktop virtual”
“Dentro de poucos
anos, mais de 90% do
trafego de dados será
video”
“As pessoas passam mais tempo
no Facebook, que qualquer outro
site”
“O Android é o Sistema
Operativo #1 OS para
plataformas móveis”
“As vendas de Smartphones e
Tablets são maiores que todos
os PCs incluindo notebooks”
“60% dos servidores serão
virtualizados até 2013”
“30% das organizações
dizem que usam video, pelo
menos umas vez por
semana.”
© 2011 Cisco and/or its affiliates. All rights reserved. 5
Mas necessita de manter um equilibrio da productividade pessoal com controlo.
Colaboração internaColaboração com o
Cliente
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PC e MAC Android e iOS Pads Smart Phones
O IT necessita de suportar as escolhas do utilizador, mantendo a segurança da Organização
© 2011 Cisco and/or its affiliates. All rights reserved. 7
A qualquer hora, em
qualquer lugar
Más experiencias podem resultar de sistemas incompativeis
Através de qualquer
dispositivo
© 2011 Cisco and/or its affiliates. All rights reserved. 8
Thin ClientAplicações baseadas na Cloud
Criando uma experiencia consistente qualquer que seja o modelo de hosting.
© 2011 Cisco and/or its affiliates. All rights reserved. 9
São necessárias novas funcionalidades para a competitividade e para a eficiencia
MóvelAcesso seguro à informação e às pessoas de qualquer dispositivo, em qualquer lugar.
VirtualAgilidade e escalabilidade, com a
economia do VDI, disponibilizando
meios ricos de comunicação
SocialLocalização de conhecimento,
Interacção Proactiva com o
Cliente
VisualInteracções de alta qualidade, de qualquer lugar, em tempo real ou em offline.
© 2011 Cisco and/or its affiliates. All rights reserved. 10
QUALQUER CONTEUDO
QUALQUER LUGAR QUALQUER DISPOSITIVO
EXPERIÊNCIA DE COLABORAÇÃO INTEGRADA
Grande Variedade de Tecnologias de Colaboração
Video tratado tão
facilmente como a Voz
e Dados
Acesso Flexivel de todos
os Clientes
Uma Experiência Rica em
Qualquer Lugar
Mobilidade Segura
Necessidades de Colaboração variadas
© 2011 Cisco and/or its affiliates. All rights reserved. 11
Mobilidade Segura Modelos de
Consumo Flexiveis
Software Social CorporativoVideo
Arquitectura Aberta
Interoperabilidade
ExperiênciaIntegrada
© 2011 Cisco and/or its affiliates. All rights reserved. 12
APLICAÇÕES MÓVEIS
ConferênciaCONTACT CENTER
MENSAGENS
SOFTWARE SOCIAL CORPORATIVO
TELEPRESENÇA
© 2011 Cisco and/or its affiliates. All rights reserved. 13
“Colaboração não é só tecnologia.Estamos a usar a Colaboração para mudar a maneira como trabalhamos.”
- John Chambers, CEO da Cisco
Processos
CulturaTecnologia
© 2011 Cisco and/or its affiliates. All rights reserved. 14
ROI
Operacional
ROI
Productividade
ROI
Estratégico
Redução de Custos Optimização de Processos Transformação do Negócio
© 2011 Cisco and/or its affiliates. All rights reserved. 15
• A CilNet é fundada em 2000
• Competências em Redes de Comunicação de Dados, Voze Vídeo
• Cerca de 30 Colaboradores
• 90% do Core Business é Cisco
• Reseller of the Year em Portugal (2001, 2002, 2003, 2004, 2005,2006, 2007)
• Reseller of the Year e SMB Partner – EMEA South RegionalWinner (2001, 2002, 2005 e 2007)
• Premier Partner of the Year para a EMEA (2005)
© 2011 Cisco and/or its affiliates. All rights reserved. 16
• Cisco Premier Certified Partner
• Cisco Advanced Unified Communications
• Cisco Advanced Routing and Switching
• Cisco Advanced Wireless
• Cisco Advanced Security
• Cisco Advanced Technology Provider (ATP) Unified Contact Center
Enterprise (UCCE)
• Cisco Advanced Technology Provider (ATP) Customer Voice Portal(CVP)
• Cisco Advanced Technology Provider (ATP) Video
• Cisco Advanced Technology Provider (ATP) Datacenter (Em curso)
© 2011 Cisco and/or its affiliates. All rights reserved. 17© 2011 Cisco and/or its affiliates. All rights reserved. 17
The Enterprise Becomes Social
EMEA Customer Collaboration
20 de Setembro de 2011
Rui Correa d’Oliveira
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But need to balance personal productivity with enterprise-class control
Employee CollaborationCustomer Collaboration
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Multichannel /CRM
EnterpriseExperts
Collaboration Agent Desktop
Video-Enabled
Customer Care
VirtualContact Center
Routingand Reporting
SpeechSelf-Service
Social MediaCustomer Care
Multi-MediaCapture
and Storage
Customer
Collaboration
Past Present
© 2011 Cisco and/or its affiliates. All rights reserved. 20
MultichannelEnterprise
Experts
Collaboration Agent Desktop
Video-Enabled
Customer Care
VirtualContact Center
Routingand Reporting
SpeechSelf-Service
Social MediaCustomer Care
Multi-MediaCapture
and Storage
Customer
Collaboration
Integrated Reporting
Contact CenterEvolution
Extend to Partners
and Experts
Social Mediaand Cloud
Communities
BrandManagement
Business Video
Applications
© 2011 Cisco and/or its affiliates. All rights reserved. 21
Video Customer Carefrom connecting devices to connecting people
Richer Communication Experiences
• Show Me
• Attract new customers
• Explore new business models
Richer Customer Service Experiences
• Over 50% of face-to-face communication is
nonverbal
• Retention of audio + visual is five times
greater than for audio alone
© 2011 Cisco and/or its affiliates. All rights reserved. 22
Social
SocialMiner
1. Capture
2. Analyze and Prioritize
3. Communication Workflow
4. Assign and Engage
5. Continuous Refined Search
© 2011 Cisco and/or its affiliates. All rights reserved. 23
Cisco FinesseWhere Customer Collaboration Comes Together
Speed and efficiency in
serving customers
Highly customizable
Web 2.0 extensibility
Leveraging Cisco
development in
enterprise social
software
© 2011 Cisco and/or its affiliates. All rights reserved. 24
Virtualization Experience Infrastructure compatible with Customer Collaboration
Virtualization Experience Client 2100/2200
Finesse Agent and Supervisor Desktop
IP Phone
Cisco Unified Intelligence Center
Citrix
VMWare VDI
Softphone control of IP Phone
Virtualization Experience Client 4200
Single device for communication, collaboration and compute
Multimedia Capture and Recording
No phone requirement
Home router and VPN
CCG Internal Use Only
© 2011 Cisco and/or its affiliates. All rights reserved. 25
SegmentationRouting
Precision Routing
Natural SpeechIntegrated CustomerAnalytics
Voice IVR
CTICRM
Outbound
Effectiveness
Efficiency
ACD800 Service
MultisiteLoad-
Balancing
Schedule/Forecasting
Borderless Networks
Cloud and SaaS
Virtual Servers/ Desktops
IP Telephony
ContactRecording
Reporting
WFO
Analytics
Social Mining
Social CRM Integration
Proactive Contact
Crowd Sourcing
Video
Transformation
Cost
Management
Wave 1
Customer
Segmentation
Wave 2
Customer
Collaboration
Wave 3
© 2011 Cisco and/or its affiliates. All rights reserved. 26
ACD is center of
architecture
Intelligence moves to
IVR, CTI and multi-
channel
Applications consume
network services – network
is the platform
Collaboration Services
Infrastructure Services
CTI
IVR
WFO
ACD
CTI
IVR WFO
MultiChannel
ACD
CRM
Routing
Application Layer
Agent
Selection
IB/OB
Voice
Video
CTI
Recording Session
Mgnt
Voice
Portal
Gateways Security Borderless
Networking
QOS
Social
Mobile
BPM
WFO
Web
Big Iron
Appliances
Distributed
Systems
Applications
and platforms
MultiChannel
© 2011 Cisco and/or its affiliates. All rights reserved. 27
ScalabilityEight-fold performance increase in past years
SIPFrom Session Border Controllers
infrastructure to application enablement
Web Service APIsOpen Standards with REST Web Services
Open Recording ArchitectureIntroducing Open Standards to Reduce Cost
Social Network IntegrationWork activity based on Social Network information
Next-Gen OutboundScalable SIP Based Dialer
Robust AnalyticsWeb-Based Analytics
Web 2.0 DesktopGadget-Enabled Collaboration Portals
XMPP PresenceCisco Jabber Portfolio
VirtualizationComprehensive support of VMWare through portfolio
VideoBusiness and Consumer Video
HTML5Dynamic Applications in the Browser
© 2011 Cisco and/or its affiliates. All rights reserved. 28© 2011 Cisco and/or its affiliates. All rights reserved. 28
Novo Ambiente de trabalhoVídeoVirtualização
Systems Engineer
20 de Setembro de 2011
Sérgio Pinto
© 2011 Cisco and/or its affiliates. All rights reserved. 29
In 2010 70% of the college
freshmen enter school with MAC
“Our workday is no longer a
day, but work moments.”
In 2013, 90% of traffic on
networks will be Video (Cisco
VNI)
Android is now the #1 OS for
new smartphone buyers (Nielsen)
40% of professional PC’s will be managed under a
hosted virtual desktop model by 2013 (Gartner)
2M iPAD sold in the first 60 days and
600K iPhone sold in the first 24
Hours, 500K Android phones
activated every day
Each month 30 billion pieces of content are
shared and 500 billion minutes are spent on
Facebook (facebook.com)
© 2011 Cisco and/or its affiliates. All rights reserved. 30
PC & MAC Android & iOS Tablets Smart Phones
Multiplos dispositivos, multiplos OS, multiplos suportes
© 2011 Cisco and/or its affiliates. All rights reserved. 31
Um ambiente colaborativo…há muito tempo
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Team
Portals
Instant
Messaging
Audio/Video/Web
Conferencing
Office
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© 2011 Cisco and/or its affiliates. All rights reserved. 35
Era PC Era pós-PC
Novas escolhas
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A mesma experiência…
CiscoJabber
PC & MAC Android & iOS Tablets Smartphones
© 2011 Cisco and/or its affiliates. All rights reserved. 37
• Cisco Jabber é uma aplicação de UC
• Jabber engloba:
Unified Personal Communicator (CUPC)
WebEx Connect
Cisco Mobile
• Os novos clientes mudaram de nome:
CUPC & WebEx Connect
CUPC 7.1 for Mac
Cisco Mobile for iPhone
Jabber for Windows
Jabber for Mac
Jabber for iPhone
Jabber IM for iPhone
Jabber for Android
Jabber IM for Android
Jabber IM for BlackBerry
© 2011 Cisco and/or its affiliates. All rights reserved. 38
TabletiPad Cius Samsung
PCWin OS Mac OS
PhoneiPhone Android
Blackberry Nokia
• Melhor escolha: onde e como quiser!
© 2011 Cisco and/or its affiliates. All rights reserved. 39
Em qualquer lugar
A qualquer hora
Até agora “sabotado” por más experiências e interoperabilidade
Em todos os terminais
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 40
Apenas com voz, perdemos 100%de toda a comunicação não-verbal
7% palavras38% tom de voz55% linguagem corporal
© 2011 Cisco and/or its affiliates. All rights reserved. 41Cisco Confidential© 2011 Cisco and/or its affiliates. All rights reserved. 41
Intuitivo e Ubiquo
como a Voz
Cisco Unified Contact Center Express & CVP
Video-enabled Contact Center Solutions
Cisco TelePresenceHigh Definition Room Systems
Cisco Unified Videoconferencing
Video MCUs and Gateways
Cisco WebExVoice, Video and
Web Conferencing
Clients and endpointsVideo Telephony
© 2011 Cisco and/or its affiliates. All rights reserved. 42
Vídeo De interligar dispositivos e interligar pessoas
Vídeo em todos os terminais/aplicações
© 2011 Cisco and/or its affiliates. All rights reserved. 43
Thin ClientsAplicações na coud
Manter a experiência de utilização e funcionalidades, melhorando o modelo de consumo
© 2011 Cisco and/or its affiliates. All rights reserved. 44
Colaboração Virtualização
De aplicações virtuais a experiências virtuaisVirtual
OUE
© 2011 Cisco and/or its affiliates. All rights reserved. 45
• A voz e o video não fluem entre terminais directamente
• Mais processamento necessário no datacenter
• Consumo de largura de banda
Virtual Desktop
Virtual Desktop
CUCM WAN
Thin
Client
Display Protocol
Thin
Client
Display Protocol
Media Flow
Media Flow
Data Center
Signalling
(SIP)
Signalling
(SIP)
© 2011 Cisco and/or its affiliates. All rights reserved. 46
• Voz e Vídeo fluem diretamente entre terminais
• Suporte de aplicações UC e softphones
• Qualidade de Serviço
• Caminho é optimizado
• CAC
• Escolha de codec
• Localização(E911)
Virtual Desktop
Virtual Desktop
CUCM WAN
Zero
Client
Display Protocol
Zero
Client
Display Protocol
Media Flow
Data Center
UC Signalling
UC Signalling
Signalling
(CTI)
Signalling
(CTI)
© 2011 Cisco and/or its affiliates. All rights reserved. 47
Virtual Várias opções….mesma experiência
StandaloneIntegradoMóvel
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Cisco Cius
Móvel, Virtual, VideoDe telefone a experiência colaborativa
© 2011 Cisco and/or its affiliates. All rights reserved. 49© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 49
Mobilidade
Wi-Fi, 3G & 4G Data
Video HD c/
TelePresença
Suporte de
virtualização
Acesso a todas a apps
de UC
Android OS
Aberto e Interoperável
Melhor experiência
© 2011 Cisco and/or its affiliates. All rights reserved. 50Cisco Confidential© 2011 Cisco and/or its affiliates. All rights reserved. 50
Video Out
Keyboard/
Mouse
Virtual
Desktop
Cisco
Cius
Display
Port
USB/B
T
• Voz
• Video
• Monitor
• Rato/Teclado
• Virtualização
© 2011 Cisco and/or its affiliates. All rights reserved. 51