Drive to 9

1. Drive to 9 Reasons to Upgrade Simon Brough EMEAR Collaboration

2. Drive To 9 – Overall Objective Enable customers to take advantage of next-generation collaboration experiences by upgrading to Cisco® Unified Communications Manager 9.1 or higher. Video, Mobility, Bring Your Own Device (BYOD), Cloud, Contact Center, and Business to Business (B2B)

3. Increase Your Revenues, Profits, and Relevance End-to-End Solutions Greater Revenues Improved Profitability • Instant Messaging and Presence • Mobility and Bring Your Own Device (BYOD) • Virtualization • Conferencing (voice and video, web) • Customer Collaboration • Increase collaboration application sales • Uncover services opportunities • Upgrade your installed base • Identify new and recurring revenue streams • Collaboration Breakaway Plus • Incentives • Services

4. Cisco Unified CM 9.1 Architecture Cisco Unified CM is the heart of Cisco collaboration services, enabling session and call control for Video, Voice, Messaging, Mobility, B2B, IM & Presence. PSTN Gateway Internet Contact Center Unified CM 9.1 BYOD VCS Expressway™ Firewall Traversal Presence B2B Video & TelePresence Voice/Video Voice Messaging Mobility/SNR Mobility Remote User Security Session Management Video BYOD Mobility & IM B2B Virtualization Contact Center

5. Availability of Key CUCM Features

6. Customer Installed Base – Version Distribution Untapped Innovations CUCM 7.x CUCM 8.x CUCM 8.5/8.6 CUCM 9.x CUCM 4.x CUCM 5.x CUCM 6.x Ease of Upgrading % 37% 16% 14% 24% 6% 2% <2% # 4.x, 5.x 6.x, 7.x, 8.x (61% of installed base) Source: CIBU PM

7. Example Incremental Revenue From Upgrade Opportunities

8. Cisco Unified CM 9.1 Benefits: Video Video Unified CM 9.1 Business Benefits IT Benefits Presence Voice/Video Messaging • Increase customer intimacy through video collaboration • Improve productivity through face to face communication • Reduce travel cost and carbon footprint • Enable video for remote workers • Unified Call Control for voice and video endpoints • Seamless Voice & Video interoperability • Unified configuration and management • Business-to-business (B2B) calling with SIP URI dialing • Improved bandwidth management (location-based CAC) Mobility Security Session Management

9. How to Introduce Video to YourCustomer White Board • Key Questions to Ask Customer: • “Do you have expert staff that need to cover large areas?” • Answer: “Yes but we can not afford to hire enough” • “Do you close business face to face” • Answer: “Yes…but travel by car and air is expensive” • “Are you afraid customers don’t read your key communications?” • Answer: “Yes…we spend a lot on marketing & copy writing but probably only a small % is ever read before it is out of date” • Solutions & Benefit: • Deploy Cisco Remote Expert • Benefit: Experts cover larger areas & are more productive • Deploy Video to key rooms and teams • Benefit: More budget for key travel & faster product/service development • Deploy Cisco Show & Share • Benefit: Marketing costs reduced and communications improved • Cases • Banking, Health, Cisco on Cisco 1) Remote Expert Expert per region • Local Site: • Banking • Education • Health 2) More Customer & Supplier facing time vs. X $$ Internal Travel vs. Customer facing Travel 3) New ways to consume & communicate

10. Cisco Unified CM 9.1 Benefits: BYOD & Mobility BYOD Unified CM 9.1 Business Benefits IT Benefits Presence Voice/Video Messaging • Increase employee productivity & flexibility with preferred devices • Easily Integrate into existing business applications and processes • Collaborate anytime, anywhere, from any device • Jabber support on multiple platform (Windows, Mac, iOS, Android), anywhere • Support for integrated IM, Presence, Voice, Video, Desktop Sharing, Conferencing and Messaging • Seamless interoperability with voice & video endpoints Mobility Security Session Management

11. How to Introduce BYOD toYour Customer IT Department White Board • Key Questions to Ask Customer: • “Do staff want to use their own mobile devices at work?” • Answer: “Yes…but IT will not allow as it is not secure” • “Are you concerned about staff having access to sensitive company data on their own devices?” • Answer: “Yes this is our primary concern” • “Would it be beneficial to offer BYOD as an HR policy?” • Answer: “Yes we could save money and make our staff happier” • Solution • Deploy Cisco Mobile Working and BYOD solution • Benefits • Staff can use there own device for work and private • IT can apply policy based rules to control what company data staff can access and where • Business’ don’t have to buy or pay to insure/replace expensive mobile devices • Workers also get mobile Collaboration solution IM etc. • Cases • Any business with any mobile workers Security Jabber for Android Jabber for iOS & iPad The User

12. Cisco Unified CM 9.1 Benefits: B2B & Remote Working B2B Unified CM 9.1 Business Benefits Internet IT Benefits VCS Expressway™ Firewall Traversal Presence B2B Voice/Video Messaging • Increase collaboration with customers, partners & supply chain • Extend video communications to teleworkers • Reduce travel and carbon emission • B2B calling over MPLS or Over-the-top (via Internet) • Firewall traversal support for video • Supports registration of remote endpoints (VCS Expressway) • Simplified reachability and extended interoperability with URI dialing Mobility Security Remote User Session Management

13. How to Introduce Remote Working to Your Customer White Board • Key Questions to Ask Customer: • “Do you have high staff turnover in key teams?” • Answer: “Yes our customer services team” • “What is the impact?” • Answer: “Reduced customer services levels, high recruitment & high training costs…staff leave after 2-3 years because they get bored and we can not keep increasing wages to compensate” • Solution • Deploy Cisco Remote working solution and introduce as a reward to key staff under contract • Benefits • The best staff are offered flexible working as a reward • Key staff are retained up to 4-5 years • Customer service level is increased • Staff training & recruitment cost is reduced • Staff often report 10-20% increase in disposable income due to reduced travel costs • Cases • Any business with low paid customer facing roles • Change the perception of remote working? • Poor VPN connectivity? • No visibility of people? • Poor Mobile reception? X X Secure Remote Working Across the Internet +$$ For Staff • 2 x Key Home Working Applications: • Webex for meetings • Jabber for IM Cisco Router to Provide Secure VPN with no Token needed • Video Options: • Laptop Jabber • Cisco Phone • Cisco EX90

14. Cisco Unified CM 9.1 Benefits: Improved Communications: Jabber & SNR Jabber & SNR Instant Messaging Single Number Reach Business Benefits PSTN Gateway IT Benefits • Employee communication in any place, anytime. • Streamline communication and find contacts easily, on any device • Communicate quickly and effectively through IM/chat and presence awareness • Simplify message management (directing unanswered calls to a Unity Connection) • Single Number Reach (SNR) for voice and video calls • Fixed Mobile Convergence (FMC) - consistent user experience for desktop VoIP and mobile devices • Secure encrypted calls across clusters for extension mobility

15. How to Introduce Jabber to Your Customer White Board • Key Questions to Ask Customer: • “Do have an IM client?” • Answer: “No…IM is ok but I don’t see how it can change your business” • “Deploying Cisco Jabber can be much more than just IM and be fully integrated into your current solution ” • Answer: “We have consider deploying Microsoft Lync IM because it is free” • Solution • Deploy Cisco Jabber as a FREE IM only offer and then upgrade key users to full call control and video • Benefits • For FREE Cisco provide: IM, Directory access, Click to dial Cisco Phone, Start Webex Meetings and Microsoft Office Integration • Upgrading key users you can add: Full call control, video, control of 3rd party handsets “Extend and Connect” For many users Cisco is a Phone

16. Social Media Customer Care Speech Self-Service Virtual Contact Center Routing & Reporting Multi-Media Capture & Storage Cisco Unified CM 9.1 Benefits: Customer Collaboration Contact Center Web 2.0 Agent Desktop Video-Enabled Customer Care Multichannel / CRM UC Integration Business Benefits IT Benefits • Excel in customer care, with responsive and relevant service that can be customized to individual customers • Improve contact center operations with intelligent queuing, application integrations, and detailed reporting • Reduce expenses (long-distance charges, network bandwidth and integration costs) • Jabber Support for video-based contact center – Remote Expert • Native call queuing options for \Automatic Call Distribution (ACD) • Enhanced voice call recording with one-button-to-record

17. How to Introduce Customer Collab to Your Customer White Board Cisco on Cisco Csat • Key Questions to Ask Customer: • “How do you differentiate from your competitors?” • Answer: “We differentiate with our service not product” • “How do you measure customer service level” • Answer: “We don’t…we have customer facing staff who we train well” • Solution • Deploy Cisco Customer Collaboration to customer facing teams • Benefits • Use customer service index to drive key teams • Differentiate from the competition • Increase & new revenue streams for the customer • Maximize resource utilization & Productivity • Address “80-20” ratio and tackle lost customers • Cases • Cisco on Cisco Csat to measure Customer Services CCX Add Report on Key Team & KPI +80% Incoming Calls, Emails $$$ Rev. Stream Outgoing Campaign Key Customer facing team & KPI for Business

18. How to Introduce Customer Collab to Your Customer White Board Customer Facing Team • Key Questions to Ask Customer: • “How quick is your time to answer?” • Answer: “We answer calls in under 10 minutes & emails within 4 hours” • “Would answering customers in under 5 minutes improve your service?” • Answer: “Yes and differentiate from our competitors” • Solution • Deploy Cisco Click to chat capability in your web portal & to key customer facing teams • Benefits • Reduce the customer answer time to minutes • Differentiate from the competition • Increase revenue by fixing customer issues that stop sales • Increase revenues by highlighting key offers • Reduce the size and cost of your support teams • Cases • Used by top retails and public services companies

19. Where to Start with your Customer?Understand the Workspace Understand the User Workspaces • Key Questions to Ask Customer: • “Do you know the profile of all your users” • “Do you know how they communicate now” • Objective: • Show how addressing Collaboration can improve the Key Business metrics: • Improve customer service • Increase Revenue • Increase productivity • Differentiate from the competition • Develop new revenue streams • Identify & improve key business Process • Process: • Identify key user profiles • Identify key process • Demonstrate how to enhance the above with Collaboration examples in this deck User Type Other Primary Device Other Secondary Video Boardroom Power User Office Worker Mobile Office Mobile Worker Mobile Logistic

20. How to Identify Key Business Process • Identify Customer Facing teams • Mobile & office based sales • Customer support teams; general and technical • Identify key revenue streams • Sales force New Business, Service Base Business or Blended • All models rely on good customer services; measurement is critical • Identify areas of high cost in terms of human resource • Look at productivity of key teams; can we improve • Can we reduce cost be automating simple tasks; availability, account or order queries • Identify specific points in the business where Collaboration touches the customer • Web portals are key and often linked to revenue stream • Mobile sale forcesneed quick access to support staff • Support teams are about resolving customer queries in the shortest possible time

21. Call to Action • Make sure you are familiar with the Drive to 9 Promotion offer • For further enablement book one the dedicated CSL sessions via your PAM • Visit the Drive to 9 resource centre Click Here for all program assets • Contact your PAM to retrieve you customer installed base report

22. Q& ABack Up

23. Cisco Converged Call Control Investment Protection Plan Available until October 25, 2013 Allows customers to migrate selected endpoints to CUCM 8.6 or higher Unified CM 9.1 License Transfer of endpoint registration at No Cost for endpoints UCSS is required for every device migrated • For every non traversal license, you can migrate 10 TelePresence single screen endpoints at no cost • For every non traversal license, you can migrate 5 Jabber clients at no cost EX, C, MX and Jabber Video clients qualify VCS Expressway™ Firewall Traversal Presence B2B Internet Voice/Video Messaging Mobility Security Remote User Session Management

24. Major Market Transitions 15 billion 90% $75 billion Networked devices by2015 of organizations will allow personal devicesfor work by 2014 predicted SaaS market in 2014 (up from $59 billion in 2013) Source: Forrester Source: Cisco® VNI Source: Forrester

25. Unified Call Control Cisco Unified CM 9.1: Operational Efficiencies Unified Provisioning Virtualization Unified CM 9.1 Unified Management Unified Bandwidth Management Integrated IM & Presence ELM & EA Presence Voice/Video Messaging Mobility Security Session Management

26. Customer Business Value Proposition