Inside Cisco IT: Driving Fast IT with Secure Contextual Collaboration

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2 Inside Cisco IT: Driving Fast IT with Secure Contextual Collaboration David DeMilo, IT Distinguished Engineer Necole Jackson, IT Senior Manager UC & Video BRKCOC-2002

3 Presenters Cisco Systems Necole Jackson IT Senior Manager, UC & Video Speaker Cisco Systems David DeMilo Distinguished IT Engineer Speaker Cisco Systems Navin Bilwar Messaging Service Manager Question Manager

4 Participate in session polling and Q&A Step 1: Download the Mobile App Get all the information you need at your fingertips! Step 2: Access the session Log into the app using your Cisco Live login & find your session

5 Agenda Introduction Cisco Business Landscape Business Challenges Evolving Collaboration: From Tools to Contextual Experiences Sample Models, Architecture and Business Outcomes Conclusion

6 Trends

7 66% Flexibility over Pay 52% Managers & Employees In different cities 50% Collaborate with Colleagues remotely 60% Gen Y prefer Mobile for Work & Personal 54% Gen Y Smart device first thing in the AM Work is Changing 61% Do not need to be in Office 57% 45% Face to Face Collaboration in Personal Spaces 72% Face to Face Meetings with Less than 4 People 43% 58% Prefer Open Space Work Environments Need to Connect to Network from Anywhere at Anytime Always Available

8 Where People Collaborate 18% 35% 8% 39% Source: Home Office The Road Conference Room Desk or Workspace

9 Work is Changing The end user is the biggest disruption we ve witnessed in IT history. Mobility +800 New mobile device activations each month 40% of Cisco Employees Work in a different location than their manager 50% Teleworking 1x a week

10 Workplace Transformation A day in the life Start the day from home office Quick check on s, early morning meetings Apps for Approvals Connect into WebEx while traveling to work Daily Project Sync-up call Face to Face Alternative Drive decisions, communications and clarity Collaborate Effectively Global meetings Connect with global teams using personal endpoints and clients 8:00am Mobile Workspaces 10:00am Beyond Corporate boundaries After hours Power of Desktop and Mobile Collaboration 09:15am In-room Experience 12:00pm Escape Time zones Stay Connected anywhere Spark WebEx Jabber Persistent Workspaces Check in using Cisco Maps Collaborate Via Jabber Stay Connected with Spark Business to Business Collaboration with customers/partners Demo / Product briefing Industry Events

11 Cisco s Collaboration Landscape BROWSER BOARDROOM >130K IP phones 68K Jabber clients 97K WebEx Clients >74K Mobile Devices/BYOD 1,759 Immersive 7K Desktop / Personal 8.7K Video Conference Ports 6.6K Contact Center Clients Unified Communications Manager (UCM) 33 clusters in 12 Sites Unity Connection (Voic ) 19 clusters in 9 Sites VCS / VCS Expressway 73 Nodes Telepresence Management Suite (TMS) 1 cluster Unified Contact Center Enterprise (UCCE) 6 clusters, 12 IVR,s, 2 ICMs in 6 Sites 90K subscribers 536 Buildings & Offices 138K Corporate Laptops 352 Cisco Locations 91 Countries 74K BYOD (Mobile Devices)

12 This way to Collaboration I need to be able to share critical business announcements across my organization, with more than . Employee Engagement I need to join meetings and receive office calls on my mobile device. Mobility Ease of Use Accelerated Decision Making My business partners need me to deliver faster. Fast IT There are too many tools. Which do I use when? Conform to what I need in the moment. Seamless UX Collaboration Needs to Be Easy. Seamless UX

13 CONTENT SOCIAL APPS IDENTITY STORE DATA CLOUD SEAMLESS CONNECTION SECURITY FAST IT Dynamic Workplace Secure Contextual Collaboration Conferencing Transformation Contextual Business Experiences TRUSTED DEVICES PERSONAS PEOPLE HOME MOBILE OFFICE EXTRANET

14 Maximizing Business Outcomes High Business Value Interactions to Drive Clarity, Productivity, and Team Effectiveness Seamless Collaboration Beyond Corporate Boundaries with Customers, Partners and Consultants Enabling Workplace Transformation with Next Gen Collaboration Platform and Experience Drive Contextual Business Integration

15 IT s New Paradigm Capabilities Tools Platform

16 Fast IT Streamlined Processes Flexible & Agile Project Lifecycles Early Engagement with the Business (Early Adoption Program) Offer Trials with User Base Cloud Sourced Platform Software as a Service Model (Reduced Client Validation and Deployment Cycles) Reduced Barriers to Putting Capability in the end-user s hands Automation Automated Ordering and Provisioning (estore, Cisco Prime Collaboration). Centralized Portal to Train & Learn, with Simplified Ordering Experience Continuous Delivery Model Iterative Service Delivery Quick and Seamless Platform Enhancements

17 Automation

18 Cisco Collaboration Desk Experience Focused 0 touch IT Self-Provision Self- Support Personalized Affordable Reduced Cost Enterprise Grade Key Business Outcome: High Business Value Interactions to Drive Clarity, Productivity, and Team Effectiveness

19 Video Portal Optimizing and Personalizing the Enablement Experience

20 Start with a Simple Overview If the Users Wants More

21 then give them details (Features)

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23 Start Here: Takes to you to 4 Step Ordering Wizard

24 Provisioning is a Simple 3 Step Process

25 Cloud Sourced Platform

26 Average Meetings Weekly ELITE POWER MEETERS 27 Meetings (54% Remote Attendees) POWER MEETERS 18.2 Meetings (>80% Remote Attendees) AVERAGE REPONSE 9.3 Meetings (54% Remote Attendees) Cisco: ~ 1,000,000 Meetings per Month Source:

27 WebEx Conferencing Meeting Center Event Center Support Center Training Center Any Device Content Focused Simple Schedule & Join Experience o High Definition Video up to 720p o Active Speaker Switching o Available on Any Device o Full Screen Theatre Mode o Active Speaker main Video area o Customer Support Opso Release Management Use Case B2E Power Horse of ConC Conferencing ~1M Meetings / Month o Team Meetings o Internal Priority Escalations o Large Events B2B o Customer Meetings o Partner Engagement

28 CMR Cloud Old Experience Forecast Video Attendees Capped Video = Broken Experience Multiple Conferencing Options Experience Now Personal Rooms Adaptive Video Experience Simplified Conferencing Management SaaS Model Cisco on Cisco IT Deployment (10K Users) WebEx + Video Cloud Sourced Lessons Learned Connect your Design Team with Cloud Enablement Team (Routing and Port Optimization) IT Enhancements Migration from CMR Hybrid to CMR Cloud Working on a Tool Pre-Fix Dialing: Call Manager Routing Update (*CMR* + Meeting #) User Feedback Love the Personal Room Adaptive Video (Reduces the Guess Work in Scheduling) Plan is to continue to scale usage. / Key Business Outcome: Seamless Collaboration Beyond Corporate Boundaries with Customers, Partners and Consultants

29 Streamlined Processes & Continuous Delivery

30 Cisco Device & Work Style Yesterday Large teams Long projects (18 months) Hierarchical orgs Fixed work environments Fewer large projects Today Small teams Iterative agile cycles Flat structures Flexible workplaces More small projects

31 Cisco Spark New Experiences Collaborative Virtual Room Environment Calendar Access Easy Way to Connect to External Users Upload and Preview Files on Mobile Management Cloud Sourced Continuous Delivery Model Cisco on Cisco IT Deployment Delivery SIGNIFICANT Change in our Delivery Mindset Offered as a Trial to all Cisco Employee Pre-Launch (Collaboration Innovation Network) Lessons Learned Have Well Defined Use Cases Start Small and Expand Trends 11K Rooms a Week User Feedback Love Mobile Experience Sharing Files on Mobile a Major Plus Business Outcomes Enabling Workplace Transformation with Next Gen Collaboration Platform and Experience Drive Contextual Business Integration

32 Spark: Cisco IT Use Cases

33 Spark: Cisco IT Use Cases Easily Connect with external users by simply adding their addresses.

34 IT Collaboration Journey Delivering Value Pervasive Video Mobility Cloud Contextual Experiences

35 Contextual Experiences

36 Collaboration Value Proposition Integrating Human Collaboration with Structured Business Processes Human Collaboration Structured Processes s Phone IM Posts Meetings Lead Opportunity Case Workflows No measurement No business context No collaboration No communication history Hat Tip: Salesforce.com

37 Sister Platforms, Barely on Speaking Terms The app has people s numbers. And a lot of context about them! The phone calls people. The phone now has video! But no context about people. But ReSTful API s changed everything!

38 Collaboration in a Business Context Model the Experience Dynamic or Process-Oriented: Do actors interact at will, or are processes and workflows for communication and sharing content imposed? Dynamic Process Multi-Modal Curation Persistence Biz Object Biz Object Oriented? Must shared content or artifacts of communication (i.e., transcripts) be bound to a biz object (e.g, lead, opportunity, deal, case)? Must contact lists or access be controlled by an external biz application (e.g.,case management, opportunity management)? Single or Multi-Modal? Are multiple, concurrent communication methods necessary to optimize results? Curation/Redaction? Must content and communications be curated by a controlling authority? Persistence Model? Must content and communication transcripts be saved or persisted, for any of the actors, for online use or for offline analysis, knowledge management, or reporting purposes? Model the Process Model the Architecture then the Systems

39 Collaboration Archetypes (Behavior Patterns) Contact Center Virtual Room Voice/IM/Web/ /Tweet Expert Dynamic Process Multi-Modal Curation Persistence Biz Object Customer Voice/Video Text Posts Doc Sharing Whiteboard Desktop Sharing SME Dynamic Process Multi-Modal Curation Persistent Biz Object Crowd-Sourcing Posts, Doc Sharing Trust Model Dynamic Process Multi-Modal Curation Persistence Biz Object Communities Posts, Doc Sharing Trust Model Dynamic Process Multi-Modal Curation Persistent Biz Object

40 Archetype Variations and Combinations May Day Contact Center Virtual Room Dynamic Process Multi-Modal Curation Persistence Biz Object Voice/Video SMS IM Knowledge/CRM Expert Value/Risk/Relevance Customer Voice/Video Text Posts Doc Sharing Whiteboard Desktop Sharing Engineer\ SE Dynamic Process Multi-Modal Curation Persistent Biz Object

41 Current Prototypes in Cisco IT Collaborative Development: Fast IT Collaborative Selling: Global Virtual Engineering Collaborative Support: TAC Test Kitchen

42 Collaborative Support: TAC Test Kitchen Simplify and enrich the customer technical support experience Follow the Sun communications and collaboration Embed communications into the CRM application and case record Measure the effectiveness of collaboration in customer support Mine the knowledge collected from collaboration for re-use and self-service DEMO

43 Review: The Collaboration Journey 1995 Separate Apps Separate Devices 2003 Integrated Apps Device Control 2014 Ubiquitous Apps Any Device

44 Physical Space: The Mobile Office One medium, few voices Broadcast A read-only experience Multi-media, many voices Broadcast, narrowcast, personalized A read-only experience

45 Physical Space: The Office Since 2400 BC (Abacus Invented) Since WWI: Tall Buildings, Electricity, Escalators, Mass Transport, Telephony Since WWII: Elevators, AC, Plastics, Mainframe and Networked Computing Read:

46 Smart Phone Physical Space: The Collaboration Journey Mic Video White Board Speaker Speaker Tablet Laptop

47 When Information and Communications Become Virtual, Physical Space Can Adapt to Your Needs 1900 s Networked Information 1920 s Networked Communication 1990 s Networked Applications 2000 s ReST APIs Internet of Everything

48 Cisco Maps Space: 30% individual 70% collaborative Collaboration Enabled Workspace Find / interact with colleagues Locate available workspaces Book conference rooms Check-In: Login, Badge, QR Locate buildings & areas Your Calendar Info Auto Extension Mobility Login/Out Make It Mine Accommodate people in Cisco Connected Workspace floor-plan

49 What Does This Mean for IT? : Centralized Computing (Mainframe Age): Managing Data : Networked Computing: Managing Business Processes IoE: Connecting Awareness, Process & Behavior

50 Operationalizing Contextual Experiences

51 PROGRAM TEAM USE CASES ARCHITECTURE PLATFORM CLIENTS SERVICE READINESS COMMUNICATIONS Seven Steps to Deployment Cross Functional Business and IT as Partners For Tools & Capabilities Identify the problem, value case and usage scenarios Architecture Design and Security Readiness IT Support Needed to Connect the Dots between Behavior and Technology. Network and Call Manager Readiness, Load Testing (WAP, Unity) Identify Supported client, Experience and Interop Deployment, Application Lifecycle, Support, Analytics Adoptionfocused comms

52 Contextual Business Integration Building a Program Business Sponsor Identify Business Priorities Build Workflows and Define Pain Point Community Document Use Cases & Value Share Engagement Process Create Resource Library Community

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55 Native Experience & Contextual Business Integration Results $9M Productivity Savings Click to Engage Virtual Sales +23% Video Adoption with Collaboration Enhancements FAST IT Delivery FCS + 3 Months

56 Thank you

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59 Continue Your Education Demos in the Cisco campus Walk-in Self-Paced Labs Table Topics Meet the Engineer 1:1 meetings Related sessions

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61 Collaboration Cisco Education Offerings Course Description Cisco Certification CCIE Collaboration Advanced Workshop (CIEC) Implementing Cisco Collaboration Applications (CAPPS) Implementing Cisco IP Telephony and Video Part 1 (CIPTV1) Implementing Cisco IP Telephony and Video Part 2 (CIPTV2) Troubleshooting Cisco IP Telephony and Video (CTCOLLAB) Implementing Cisco Collaboration Devices (CICD) Implementing Cisco Video Network Devices (CIVND) Gain expert-level skills to integrate, configure, and troubleshoot complex collaboration networks Understand how to implement the full suite of Cisco collaboration applications including Jabber, Cisco Unified IM and Presence, and Cisco Unity Connection. Learn how to implement Cisco Unified Communications Manager, CUBE, and audio and videoconferences in a single-site voice and video network. Obtain the skills to implement Cisco Unified Communications Manager in a modern, multisite collaboration environment. Troubleshoot complex integrated voice and video infrastructures Acquire a basic understanding of collaboration technologies like Cisco Call Manager and Cisco Unified Communications Manager. Learn how to evaluate requirements for video deployments, and implement Cisco Collaboration endpoints in converged Cisco infrastructures. CCIE Collaboration CCNP Collaboration CCNP Collaboration CCNA Collaboration For more details, please visit: Questions? Visit the Learning@Cisco Booth or contact ask-edu-pm-dcv@cisco.com