hosted collaboration solutions a customer...

Hosted Collaboration Solutions (HCS) A Customer Perspective

BRKCOL-1350

Andy McLaughlin, Cloud Collaboration Architect

Chuck Millett, Cloud Collaboration Architect

Michael Hennigan, Cloud Collaboration Architect

© 2014 Cisco and/or its affiliates. All rights reserved. BRKCOL-1350 Cisco Public

Agenda

• What is Cloud? Why HCS powered Cloud Collaboration?

• Cloud Consumption Options

• Complimentary Cloud Services

• Use Cases

• Summary / Q&A

3


What is Cloud? Why HCS Powered Cloud Collaboration?

4


Cisco Intercloud Strategy

Enterprise Private Clouds

Public Clouds

Partner Clouds Cloud Services

& Applications


Cisco Cloud Portfolio Cisco Cloud Enablement Products and Solutions

Cisco Powered

Architectures for

Cloud Providers

Integrated

Infrastructure Network

Function

Virtualization

(NFV)

Intercloud

Fabric

Application Centric Infrastructure

Cloud Consulting Services

Cisco Cloud Enablement Platform

Service Catalog

Orchestration and Automation

Infrastructure Controller

Cisco Cloud

Applications

Application Enablement Platform & APIs

Platform & Infrastructure Services

Application Centric Infrastructure

On Premise

Hybrid

Managed

Customer’s

Private Cloud

Cisco

Cloud

Apps

Partner &

ISV Apps

IoE &

Vertical

Apps

OpenStack Cloud Libraries

Draft – awaiting final back

from graphics tune up


Why Collaborate in the Cloud?

Financial Drivers

• Opex vs. Capex

• Consolidate and Centralize IT

• Optimized Footprint

Flexibility and Agility

• Bursting

• Evergreen

• Business Continuity

Globalization

• Global acceleration

• Uniform Service

• Optimize business process

Strategic Advantage

• Core vs. Context

• Time to market

• Proven Capabilities

7


Cloud: If You Had Any Doubt… •

25% of surveyed

companies utilize hosted services; of non-users,

47% are likely to

use hosted services within the next 12 months

Frost and Sullivan

56% of survey

respondents currently use or plan to use collaboration through a software as a service (SaaS) deployment model

Forrester

By 2016, over

50% of all net

new deployments of video infrastructure will be delivered from the cloud or as software as a service (SaaS)

Gartner

8


Why Collaboration from the Cloud?

9

• Comprised of Cisco’s industry leading Collaboration Suite

• Based on a Multi-Customer Architecture

• Cisco Certified Providers (CMSP)

• Leverages Best Practices and Reference Architectures

• Deploy Today as Pure Cloud or Hybrid


Services Product

Voice & Video Unified Communications Manager, Unified IP Phones, Jabber

Voice Mail & Integrated Messaging

Unity Connection

Instant Messaging & Presence

Unified Presence, Jabber

Mobility Services Unified Mobility, Mobile Clients

IMS Integration

Web Collaboration WebEx Meeting Center

Contact Center Contact Center Enterprise for HCS

TelePresence TelePresence Exchange System

Cisco HCS Collaboration Applications Supported

10


Top Enterprise Concerns with Cloud Collaboration

Policy and Security

Data Center Locations

Enterprise Grade

Voice/Video Quality

Integration with Install

Base IT Control

11

Cloud Provider Readiness and Validation

12


What is Required of my Cloud Provider?

• Cisco Cloud Managed Service Provider (CMSP) program

• Verified HCS Architecture

– Assurance to Quality (A2Q)

– 3rd Party Audit

• Contractual Obligations between Cisco and HCS Partner

• Specializations

– Advanced UC

– Datacenter

• Contact Center for HCS Considerations

– Separate A2Q and Audit process

– Must be ATP certified

13


Customers

Nexus 1000V – Virtual Switches

Customer Environments:

Cisco Unified Communication and

Collaboration Suite of Applications

HCS Datacenter Architecture

14

Access Layer

Aggregation Layer

Core Layer

L2 L2

L3 L3

L3 L3

SAN Storage SAN Storage

SAN Switch SAN Switch

UCS B-Series

Chassis and Blades

running VMware

SBC SBC

ASA ASA


Datacenter Core

& Aggr Layer

Enterprise 1

Site 1

Enterprise 2 - Dedicated Instances

CUCM – UCxN - CUP

Datacenter Access Layer

Shared Management Components

UCDM – HCM-F – CUOM – CUSM – vCenter – DCNM

Enterprise 1 - Dedicated Instances

Ent 1

Ent 2

Mgmt NAT in Management VPN

•Required for overlapping addresses

•Performed at PE or CPE in SP NOC

CUBE-SP or SBC

• Address Translation

• Media anchoring for inter-customer

and off-net calls

Firewall or SIP ALG

•CPE can provide FW and/or SIP-ALG

•Cisco ISR-G2 or ASA

Centralized Customer FW

•Firewall context per customer

HCS Customer Separation

CUCM – UCxN - CUP

Enterprise 1

Site 2

Enterprise 2

Site 1

Telephony Aggregation

Shared Signaling Components CUBE-SP

PGW

SP Telephony

Network (PSTN, SIP,

Emergency Services,

and Wireless) Enterprise 2 VPN

Management VPN Enterprise 1 VPN

Global VPN

MPLS

VPN Core

VRF-VLAN

Mapping

15


HCS Software Licensing: Application Bundles

Functionality Collaboration Apps Basic Foundation Standard

Full Voice/Call Control Cisco UC Manager

Number of Devices 1 1 10

Mobility (SNR) Cisco Unified Mobility

Native Video Cisco UC Manager

Unified Messaging Cisco Unity Connection

IM & Presence Cisco Jabber IM

Desktop Softphone Cisco Jabber (full UC) * *

Smartphone Client Cisco Jabber (full UC) * *

Immersive Video Cisco TelePresence rooms * *

Web Conferencing Cisco WebEx Meetings

Contact Center Agent Cisco Unified CC Enterprise

Included

Optional Add-ons

*Subject to maximum number of devices

16


HCS Security - Components

• Extranet VPN

• Firewall inside extranet VPN

• Firewall between customer premise and DC

• NAT between enterprise VLANs and extranet

• VPN can also provide an added layer of security

• UC Security

17


HCS Security - ASA Usage

• On-Premise ASA

– Protects SP DC destined UC apps traffic

– Transparent or L3 mode

• Datacenter ASA

– Protects all traffic (customer and management) to UC apps

– Transparent mode

– One context per customer

• Extranet ASA

– Protects extranet devices (Global management VLAN)

– Transparent mode

– One context for entire extranet-VLAN domain

18

Cloud Consumption Options

19


Delivery Models

IP COMMUNICATIONS

MOBILE APPLICATIONS

CONFERENCING CUSTOMER CARE

MESSAGING

ENTERPRISE SOCIAL SOFTWARE

TELEPRESENCE

Private Cloud Public Cloud Hybrid

Cloud

20


HCS WAN Cloud

Cu

sto

me

r

Pre

mis

e

On Premise

Gateway -SRST

-DHCP

-DSPs

-FW

Cisco Mobile

Mobile Network

WLAN (802.11 a/b/g/n)

Customer Premise – Pure Cloud

PSTN/ SIP

21


Customer Premise - Hybrid

HCS Partner Cloud


HCS Management System

PSTN

Customer’s WAN/MAN

Customer 1 – Site 1 - Hosted

SIP/TDM

Customer 1 – Site 2 - Hosted Customer 1 – Site 3 - Hybrid

CCX

22


Private Cloud Models

HCS Management System

HCS Management System • SP dedicates HW

• SP hosts and manages

Service Provider Datacenter

Service Provider Licenses Customer Datacenter

Service Provider Licenses HCS – Large Enterprise

• SP owns software

• SP/Customer owns Hardware

Leverage customer DC

• SP Manages

• Need Clear SLAs and Services

Packages to Support.

• Customer typically owns HW/SW

Customer typically manages

• Options for SP involvement

23


HCS Large Enterprise

• Fortune 1000, multi-nationals, government, healthcare and large finance organizations

• Business Characteristics – Generally greater than 25,000 phones/devices – Distributed business operations with many business units/locations – Highly dynamic environments, either through organic growth or acquisition

• Technology Characteristics – Multi-vendor, multi-technology, legacy PBXs (still depreciating but at capacity) – Complex networks – Geographically diverse call control

• Pain Points – Complex management & operations due to separate divisions – Difficult to upgrade software – Multi-cluster complexity, high PSTN costs, inventory management

24


Customer Portal into the Cloud – “Easy”

25

• View and make changes to voice,

voicemail, mobility and presence

services

• Promote discovery of UC features

directly to the users

Customer - End User Portal

• Customer and location based

management

• Customize and standardize feature

packages

• Determine numbering plans for

individual locations

• Add and change users and services

• View billing and usage reports

Customer - Admin Portal

Customer Deployment and Readiness

26


Legacy PBX Transition to Cloud

• Network Readiness

– LAN

– WAN

– Wireless LAN

• Partner Connectivity (MPLS / OTT)

• Technological Integration

– Dial Plan

– Active Directory

• Business Outcome Intentions

• Operational Expectations

• Metrics for Success

• Workflow Changes

27


Cisco On-Premise Collaboration Transition to Cloud

• In addition to previous slide

• Can I re-use current:

– Phones

– Video

– Network equipment

• Migration Dependencies

• User migration plan and template

• License inventory

– Contractual Changes to licensing

• UCSS – ESW Contract status

• Business App integrations

28


Complimentary Cloud Services • TelePresence as a Service

• Contact Center as a Service

• Remote Access

• 3rd Party applications

29

TelePresence as a Service

30


HCS

Cloud Conferencing Services

Enterprise

Cloud

Provider

HCS Service

Management

Managed/

Assured using

domain

managers

API Access

Basic Assurance capability

Pervasive endpoint

support

CTX

CTX

Management

Inter & Intra company Rendezvous

Meetings via Shared media resource

ASR

1000

HCS and CTX – High Level

31


Video in HCS

WAN

HCS Partner Cloud

PSTN


HCS Management System Requirements:

1. Video-enabled endpoints registered to

CUCM

2. MCU(s)

3. Scheduling

4. IP-IP Gateway (Optional)

5. Management (Optional)

6. Recording (Optional)

Intra-Company & Multipoint

32

Contact Center as a Service

33


Yesterday’s solutions aren’t enough.

at any time, in any location, and on any device.

Customers want to be taken care of…

34


Why Businesses are investing in Cloud Contact Centers? • End of life for legacy contact center

infrastructure and vendor consolidation

• Access to new features, channels and expertise

• Faster deployments and easier implementations

• Resource allocation

• Part of strategic plans for customer experience transformation

Why Businesses are not investing in Cloud Contact Centers?

• Unfamiliar with cloud offerings in the market

• Significant sunken investment in premise-based contact center infrastructure

• Concerns over security

• Perceived loss of control - mandates to improve customer experience

• No clear long-term business case

Source: OVUM

35


24.3%

18.1%

2.1% Global contact

center agent

revenue CAGR

Global

CCaaS agent

revenue

CAGR

Global CCaaS

agent seat

CAGR

CAGR from 2013 to 2016

CCaaS is taking

market share from

on-premise platforms

Businesses must

participate in cloud

delivery or risk losing

market share

Sources: Gartner, DMG,

2013

Cloud is here!

36


Cisco Unified Customer Collaboration Portfolio

Highly-Flexible

and Scalable

Full-Featured,

Small Footprint

Easily Deployed

Contact Center

Cisco® Unified Contact

Center Enterprise (CCE)

Packaged CCE

Cisco Unified

Contact Center Express (CCX)

Hosted

Collaboration Solution for Contact

Center (HCS for CC)

37

Remote Access

38


Remote Access Strategy

• Where have we come from? – IPSec

– AnyConnect

• Where are we are going? – Collaboration Edge

Work from anywhere on any screen

39


Fixed

Expressway with HCS

Tablet Desktop Smartphone Web

Expressway system support…

Login, Automatic Location Discovery, TLS security, and ICE client

40

3rd Party Applications

41


Common HCS Additions and 3rd Party

• Unified Auto Attendant

• Cisco Emergency Responder

• Contact Center Express

• InformaCast – Paging

• EnsaTek Cloud Link for Google Apps

42


Integration of Third Party Applications • Great opportunity for HCS partners to differentiate their services and focus on specific verticals

• Below types are approved for integration testing performed and managed by partners

– Other types subject to HCS product management approval

• Focus on applications that have proven interoperability with Cisco UC; e.g. CDN

• Partner to assure application’s requirements for bandwidth, latency, etc. are met and integrations are documented

• In the future, we may introduce a CDN-like program for HCS and/or integrate with the HCS management framework

• Typically billing & inventory applications pulling CDRs from CUCM

• Low risk FTP

• Manually provisioned directly in CUCM

• Generic SIP trunk & CTI support on roadmap

SIP Trunk, CTI, and AXL/SOAP

• “Basic” and “Advanced” profiles available SIP Phones

43


Use Cases

• Franchise

• Public Sector (HCS – Large Enterprise)

• Commercial

• Enterprise

44


Perspectives Charter Schools

• Obtain reliable high quality communications services at low cost

• Simplify funding for communication systems maintenance

• Help staff collaborate across locations

• Improved administrative efficiency with advanced collaboration capabilities

• Improved agility by offloading maintenance responsibilities from small IT team

• Lowered monthly costs by approximately 25% while increasing reliability and gaining new capabilities

• Replaced on premise voice system with Cisco Hosted Collaboration Solution

• Simplified E-Rate submissions by consolidating phone service system and system maintenance under E-Rate priority 1 funding request

45

Challenge Solution Results


City of Charlotte

Challenge

• Provide excellent experience for residents and visitors who call City’s contact centers

• Scale to meet increased call volume during Democratic National Convention

• Reduced government costs

Results

• Delivered excellent caller experience to citizens during and after political convention.

• Offloaded management of communications of City IT team, freeing it to focus on citizen service.

• Lowered TCO for contact center by approximately US $100,000 annually.

Solution

• Migrated from on-premise servers for communications and contact center for NWN cloud services, including NCloud Hosted Collaboration based on Cisco Hosted Collaboration Solution

46


Gatwick Airport

Challenge

• 2nd Largest Airport in UK

• Growing from 34 to 38 million passengers

• Outdated 1950’s era based telephony

• Needed communications to support 24/7 environment

Results

• Significantly enhanced user experience

• Reduced costs

• Mobilized the workforce

• Increased business agility and continuity

Solution

• Partnered with Cisco, Fujitsu and Xchange

• Managed service providing voice, video, IM and presence to 1,100 employees expanding to 2,500

47


Summary / Q&A

• How do you start your journey

• Best provider for you

• Next steps

48


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50

https://www.ciscolive.com/online


Continue Your Education

• Demos in the Cisco Campus

• Walk-in Self-Paced Labs

• Table Topics

• Meet the Engineer 1:1 meetings

51


Links for Cloud Collaboration Cisco Hosted Collaboration

• http://www.cisco.com/web/solutions/hcs/index.html

Cisco Case Studies

• http://www.cisco.com/c/en/us/products/unified-communications/hosted-collaboration-solution-hcs/case-study-listing.html

Cisco Intercloud

• http://www.cisco.com/c/en/us/products/switches/intercloud/index.html

Locate a Cisco Partner

• https://tools.cisco.com/WWChannels/LOCATR/openBasicSearch.do

For Cisco Partners:

HCS Docwiki

• http://docwiki.cisco.com/wiki/Cisco_Hosted_Collaboration_Solution

HCS Partner Community

• http://cs.co/hcs-partner

52

http://www.cisco.com/web/solutions/hcs/index.html

http://www.cisco.com/web/solutions/hcs/index.html

http://www.cisco.com/c/en/us/products/unified-communications/hosted-collaboration-solution-hcs/case-study-listing.html














http://www.cisco.com/c/en/us/products/switches/intercloud/index.html

http://www.cisco.com/c/en/us/products/switches/intercloud/index.html

https://tools.cisco.com/WWChannels/LOCATR/openBasicSearch.do

https://tools.cisco.com/WWChannels/LOCATR/openBasicSearch.do

http://docwiki.cisco.com/wiki/Cisco_Hosted_Collaboration_Solution

http://docwiki.cisco.com/wiki/Cisco_Hosted_Collaboration_Solution

https://communities.cisco.com/community/partner/collaboration/uc/hcs






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