2011 Cisco and/or its affiliates. All rights reserved. 1

Transcrição

3 Inovar através da Colaboração: A mudança que faz a diferença Ricardo Pipa Cilnet, Manager Rui Ribeiro Cisco, Product Sales Specialist CIS Sérgio Pinto Cisco, Systems Engineer Cisco Expo - 20 de Setembro de Cisco and/or its affiliates. All rights reserved. 3

4 As vendas de Smartphones e Explosão de Dispositivos Moveis Tablets maiores que todos Operativo #1 OS para os PCs incluindo notebooks O Android é o Sistema plataformas móveis 57% dos trabalhadores usam redes sociais no seu posto de trabalho, mas >15% deles usam ferramentas de consumo As pessoas passam mais tempo A Organização torna-se Social no Facebook, que qualquer outro site 30% das organizações dizem que usam video, pelo menos umas vez por semana. Dentro de poucos anos, mais de 90% do trafego de dados será video Video torna-se habitual... 20% dos PC s profissionais O aparecimento do Cloud 60% dos servidores Computing... serão serão geridos através de um ambiente de desktop virtual virtualizados até Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4

9 São necessárias novas funcionalidades para a competitividade e para a eficiencia Móvel Acesso seguro à informação e às pessoas de qualquer dispositivo, em qualquer lugar. Social Localização de conhecimento, Interacção Proactiva com o Cliente Visual Interacções de alta qualidade, de qualquer lugar, em tempo real ou em offline. Virtual Agilidade e escalabilidade, com a economia do VDI, disponibilizando meios ricos de comunicação 2011 Cisco and/or its affiliates. All rights reserved. 9

10 Necessidades de Colaboração variadas EXPERIÊNCIA DE COLABORAÇÃO INTEGRADA QUALQUER LUGAR QUALQUER DISPOSITIVO QUALQUER CONTEUDO Uma Experiência Rica em Qualquer Lugar Video tratado tão facilmente como a Voz e Dados Acesso Flexivel de todos os Clientes Mobilidade Segura Grande Variedade de Tecnologias de Colaboração 2011 Cisco and/or its affiliates. All rights reserved. 10

11 Arquitectura Aberta Interoperabilidade Mobilidade Segura Modelos de Consumo Flexiveis Experiência Integrada Video Software Social Corporativo 2011 Cisco and/or its affiliates. All rights reserved. 11

13 Processos Tecnologia Cultura Colaboração não é só tecnologia. Estamos a usar a Colaboração para mudar a maneira como trabalhamos. - John Chambers, CEO da Cisco 2011 Cisco and/or its affiliates. All rights reserved. 13

15 A CilNet é fundada em 2000 Competências em Redes de Comunicação de Dados, Voz e 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 Regional Winner (2001, 2002, 2005 e 2007) Premier Partner of the Year para a EMEA (2005) 2011 Cisco and/or its affiliates. All rights reserved. 15

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. 16

19 Virtual Contact Center Routing and Reporting Social Media Customer Care Speech Self-Service Collaboration Agent Desktop Customer Collaboration Multi-Media Capture and Storage Multichannel / CRM Video-Enabled Customer Care Enterprise Experts Past Present 2011 Cisco and/or its affiliates. All rights reserved. 19

20 Virtual Contact Center Routing and Reporting Social Media Customer Care Customer Collaboration Speech Self-Service Collaboration Agent Desktop Multi-Media Capture and Storage Contact Center Evolution Extend to Partners and Experts Social Media and Cloud Communities Brand Management Business Video Applications Multichannel Integrated Reporting Video-Enabled Customer Care Enterprise Experts 2011 Cisco and/or its affiliates. All rights reserved. 20

21 Video Customer Care from connecting devices to connecting people Richer Communication Experiences Richer Customer Service Experiences Show Me Attract new customers Explore new business models 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. 21

23 Cisco Finesse Where 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. 23

24 Citrix VMWare VDI Softphone control of IP Phone Virtualization Experience Infrastructure compatible with Customer Collaboration Virtualization Experience Client 2100/2200 Finesse Agent and Supervisor Desktop IP Phone Cisco Unified Intelligence Center 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. 24

25 Wave 1 Cost Management Wave 2 Customer Segmentation ACD 800 Service Effectiveness CRM CTI Segmentation Outbound Routing Integrated Voice IVR Natural Speech Customer Analytics Multisite Load- Balancing Schedule/ Forecasting Wave 3 Customer Collaboration Social Mining Efficiency Reporting IP Telephony Contact Recording WFO Transformation Proactive Contact Analytics Video Crowd Sourcing Borderless Networks Cloud and SaaS Social CRM Integration Precision Routing Virtual Servers/ Desktops 2011 Cisco and/or its affiliates. All rights reserved. 25

26 Big Iron Appliances Distributed Systems Applications and platforms Application Layer CRM Mobile WFO CTI Social BPM Web WFO ACD Multi Channel IVR ACD CTI WFO Multi Channel Routing Recording Agent Selection Session Mgnt Collaboration Services IB/OB Voice Video CTI Voice Portal Infrastructure Services IVR Gateways Security Borderless Networking QOS ACD is center of architecture Intelligence moves to IVR, CTI and multichannel Applications consume network services network is the platform 2011 Cisco and/or its affiliates. All rights reserved. 26

27 Web 2.0 Desktop Gadget-Enabled Collaboration Portals Scalability Eight-fold performance increase in past years Robust Analytics Web-Based Analytics SIP From Session Border Controllers infrastructure to application enablement Open Recording Architecture Introducing Open Standards to Reduce Cost Web Service APIs Open Standards with REST Web Services Social Network Integration Work activity based on Social Network information Virtualization Comprehensive support of VMWare through portfolio Next-Gen Outbound Scalable SIP Based Dialer Video Business and Consumer Video HTML5 Dynamic Applications in the Browser XMPP Presence Cisco Jabber Portfolio 2011 Cisco and/or its affiliates. All rights reserved. 27

29 Our workday is no longer a day, but work moments. In 2013, 90% of traffic on networks will be Video (Cisco VNI) 40% of professional PC s will be managed under a hosted virtual desktop model by 2013 (Gartner) Each month 30 billion pieces of content are shared and 500 billion minutes are spent on Facebook (facebook.com) Android is now the #1 OS for new smartphone buyers (Nielsen) In % of the college freshmen enter school with MAC 2M ipad sold in the first 60 days and 600K iphone sold in the first 24 Hours, 500K Android phones activated every day 2011 Cisco and/or its affiliates. All rights reserved. 29

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. 37

41 Clients and endpoints Video Telephony Cisco WebEx Voice, Video and Web Conferencing Intuitivo e Ubiquo como a Voz Cisco Unified Videoconferencing Video MCUs and Gateways Cisco TelePresence High Definition Room Systems Cisco Unified Contact Center Express & CVP Video-enabled Contact Center Solutions 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 41

45 Data Center Virtual Desktop Signalling (SIP) CUCM Signalling (SIP) Display Protocol Media Flow WAN Thin Client A voz e o video não fluem entre terminais directamente Mais processamento necessário no datacenter Consumo de largura de banda Virtual Desktop Media Flow Display Protocol Thin Client 2011 Cisco and/or its affiliates. All rights reserved. 45

46 Data Center Virtual Desktop Signalling (CTI) Display Protocol UC Signalling Zero Client Voz e Vídeo fluem diretamente entre terminais Suporte de aplicações UC e softphones Qualidade de Serviço Caminho é optimizado CUCM WAN Media Flow CAC Signalling (CTI) Zero Client Escolha de codec Localização(E911) UC Signalling Virtual Desktop Display Protocol 2011 Cisco and/or its affiliates. All rights reserved. 46

49 Mobilidade Wi-Fi, 3G & 4G Data Acesso a todas a apps de UC Video HD c/ TelePresença Android OS Aberto e Interoperável Suporte de virtualização Melhor experiência 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 49