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Cisco’s IP Telephony Deployment Strategy
Business Benefit of Cisco IP Telephony
(Relative Scale)
Focus on changing out PBX infrastructure with IP Telephony
• Reduced PC Costs
• IP phone can replace a web-enabled PC or laptop in certain environments
= Quantifiable benefits that are applicable to Cisco Systems and used in this ROI Analysis
• Space Management • Capex Avoidance • Workspace Sharing
Efficiencies
BENEFIT BUCKETS
Single Network
• MAC’s • Maintenance • IP Toll Bypass • Staff • Cabling
• Real Estate
• Space Utilisation, Reduced Operational Costs, Flexibility
• Reduced Call Costs
• Reduced mobile phone usage • Extension Portability Campus Roaming, Home Office, Other Location • Outbound Call Management • Unified Messaging • Audio Conferencing
Single Network
• Maintenance, Cabling, Administration, Support, Power, Moves/Adds/Changes (MAC’s), Staff
• Voice Business Continuity
• Integral component to an effective voice business continuity plan • Can be compared against other less effective plans • Voice message backup/restore
Showcase Cisco’s Technology
Hard Cost Reduction
Increase Employee Productivity
Cultural Enhancement
The Role of Cisco IP Telephony
Cisco Employee Before 2002
• User defines business rules concerning contactability
• Wired and wireless connectivity
• User benefits from integrated productivity applications: • Messaging applications • Inbound/outbound routing applications • Web-access applications • CTI applications • Audio & video conferencing applications
Productivity
Extended Enterprise
$500M+
Cisco
Annual Productivity
Gains
$74M
Employee Mobility Integrated Self-Service Workforce Development
$19M Directory
Communications Static Portal
infrastructure across all Cisco offices
Focus on deploying converged applications on IPT infrastructure across all
Cisco offices
Deployment of Converged E-Business Applications
Mobile Tel #
Home Tel #
Cisco Employee After 2002
Single Tel #
E-mail Address
Voice Networks
Office Tel #
Data Network
E-mail Address
• User chooses preferred device, on demand
User constrained by: • Geographic location • Different devices on different networks • Lack of contact transparency
Single IP Network
• Routing • Queuing
technical support cases that have not met their required service levels and follows
up directly with the relevant individuals
involved
Senior Executive
Business Drivers for Cisco’s Internal Adoption of IPT
Integration
• IT Operations • Facilities Mgmt Ops
Benefits that are very real, but
difficult to quantify
Cultural Enhancement
• Customer Satisfaction • Employee Retention • Geographic Flexibility • Competitive Positioning • Faster Application
2000
2001
2002
2003
2004
2005
Year
Cost of Cisco IP Telephony
(Relative Scale)
Background to the ROI Analysis
Real Benefits of Cisco IP Telephony
Hard-dollar cost savings
Employee Productivity
• End User Apps • Audio Conferencing • Unified Messaging • Personal Assistant • XML • TRC Case • Facilities Services • Taxi Services • CTI • Screen Dial • Screen Pop
IP & Web Foundation Expanded to Include Voice
Office 1
Office 2
. . . . . Office 3
Office 96
App 1
App 2
. . . App 3
App x
Infrastructure Cost
Maintenance & App Dev Cost
Cisco’s Internal IP Telephony Deployment Strategy
Cisco AVVID and Cisco IP Telephony:
Key Components of Cisco’s E-Business Strategy: 1) Optimising Cisco’s Workforce 2) Caring for Cisco’s Customers
Productivity increases that can be
safely quantified
Employee Productivity
• End User Applications
• Audio Conferencing • Unified Messaging • Personal Assistant • Web Access • Computer Telephony
Workforce Optimisation
E-Learning
Supply Chain
Customer Care
Cisco IP Telephony: Key Ingredient to Employee Mobility in an Optimised Workforce
HR Scalability
Deployment • Voice Business Continuity • Difficult-to-Quantify
Productivity via Converged Applications
for the Benefits Applicable to Cisco
Systems
Real Estate
Reduced Call Costs
• Reduced mobile phone usage • Extension Portability
• Campus Roaming • Home Office • Other Location • Outbound Call Management • Inbound Call Management • Unified Messaging • Audio Conferencing
E-Finance E-Procurement Basic e-HR
Cisco IP Telephony is a key enabler of Cisco employee
mobility
’94– ’96
’97– ’00
’01–
Cisco IP Telephony: Key Ingredient of “The Contact
• Small Branch Office
• Centralised Call Processing • Elimination of voice trunks • IP Toll Bypass • No on-site PBX
Reporting, Billing, Cost Management
• Cross-Enterprise telecom reporting • Cross-Enterprise call cost management • Predictability of telecom bills
The Business Case and ROI Analysis for IP Telephony
at Cisco Systems
Cisco Account Team Date
Table of Contents
1 Cisco’s Internal IP Telephony Deployment Strategy 2 Background to the ROI Analysis 3 Results of the ROI Analysis 4 Appendix I: Detail Behind the Results 5 Appendix II: Sensitivity Analysis
Enterprise”
Vehicle Home
Cisco IP Telephony and Cisco IP Contact Centre are key enablers of Cisco’s vision of “The “Contact Enterprise”
Contact Enterprise
Location
Branch
Virtual Center
Center
Call Centre
Agent/Empl: Cisco’s CEO, John Chambers is proactively notified of high priority