20140416 cisco

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential Presentation_ID 1 Cisco Confidential © 2011 Cisco and/or its affiliates. All rights reserved. 1

跨越使用者平台: 提升協作效能的 Collaboration Solution GC Collaboration PSS

Michael Chen 陳信宏

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential Presentation_ID 2

The Collaborative Workspace

MOBILE SOCIAL VISUAL VIRTUAL

Cisco Confidential © 2012 Cisco and/or its affiliates. All rights reserved. 3


Collaboration isn’t just about product, it’s the transformational experience that integrates people, process and technology.

Three Components of Collaboration


Connections = Business Value

“The power to bring people together at critical moments, is key to aggregating and amplifying the impact of employees”

Harvard Business Review


Cisco TelePresence Conferencing Cisco Pervasive Conferencing

Network Cisco Medianet Network or any standard IP network

Cisco Phones & TelePresence portfolio

Cisco Jabber

Cisco Unified Communications Manager Video /

Telepresence Unified Comms Telephony Edge

Application and Business Process Integration (APIs / SDKs)

Customer Contact

Cisco Webex

Meetings

思科協作架構:Secure, Open, Scalable and Reliable

Cisco Webex

Standards-based Interoperability

Man

agem

ent

Deployment Models

協作服務基礎設施

其他應用

設備和應用

網絡和計算

使用者經驗


Eight High-Impact Opportunities

All content sourced from The Collaboration Imperative, by Ron Ricci and Carl Wiese, January 2012

Enable virtual teams 1

Increase mobile workforce productivity 2

Improve organizational communication and alignment 3

Expand into new markets 4

Enhance customer interactions 5

Establish green operations 6

Increase intercompany collaboration 7

Transform your industry 8

TECHNOLOGY


Each Vertical Has Its Specific Challenges and Painpoints…

Manufacturing

Innovation

Operational Efficiency

Transparent,Seamless Supply Chain

Education

Innovative & Distinctive programs

Anytime, Anywhere Learning

Expanded access to faculty and univ resources

Healthcare

Expanded Access to Care

Expanded Range of Services to Underserved

Higher Quality Care at Lower Cost

Retail

Driving Loyalty and Customer Experience

Improved Supply Chain Efficiency

Store/ HQ/ CC Associate Productivity

Financial Services

Streamlined Operations

Multichannel Experience

On-Demand Expertise

Government

Improved Operations and Impact

Enhanced Citizen Experience

Improved Safety, Security

Sources:

New Collaboration Experience Presentation developed in partnership between CBT & CMO Industry Solutions Marketing

For more details visit CBT Industry Point-of-View (POV) presentations on wwwin.cisco.com/voice/cbt


Collaborate from within Business Applications

Access collaboration tools directly from business applications

Save time, streamline workflows, and increase workforce collaboration and productivity

Use open APIs to integrate collaboration functionality with existing applications

Initiate meetings and collaborate instantly within business applications


Communications-enabled Processes Cisco Jabber SDK

IM/Chat Presence

Voice mail

Web

Conferencing

Easily add collaboration to web applications & business processes

Voice Video

www.jabberdeveloper.com

http://www.jabberrdeveloper.com



Mobile Advisor

Gateway

WebRTC/ HTML5

Public Internet

Call Recording

V

UC Servers /

Video

Infrastructure

CUBE /

VCS-E

Optional:

Contact Center

Integration

SIP

Video

Endpoints

Architecture Overview/Cisco Alignment High Level Architecture and Components


Three Key Use Cases

13

• Visual IVR experience extended to new channels (mobile, web, kiosks etc.)

• Leverages existing VXML&CC infrastructure—no rip & replace

• Dynamic rendering of existing CC/VMXL (no rip / replace)

• Customer gets “Click-to-UC” from B2C app (mobile app, web page)

• Cross channels with no friction • No need to leave app, download

plugins or re-enter data when user calls enterprise

• Personalized & High Touch customer contact experience (e.g. High Net worth Clients to Financial Advisors)

• Click-to-video embedded in B2C app to reach contact center

• 3600 customer view with call treatment based on user’s contextual data

• Integrated into multiple channels: online, mobile, branch kiosks etc.

Rich Visual IVR Solution Click-to Video with Context Relay to CC

Frictionless B2C Collaboration

3 2 1


Mobile Applications Web Portal Applications

Insert video, presence, and other UC functions into existing banking platforms


• Request a meeting with Bank agent (e.g. RM) in 3G or Internet.

• Integrated with UC system. • No need to log in WebEx again.

A Premier customer can launch the Live Connect service from the Internet Banking page


Bank staff can share document to customer with visual self supported.


廣發 CGB 智助銀行”金融便利店”Video

http://www.tudou.com/programs/view/KKnaNxNz25s/?bid=03&pid=02&resourceId=0_03_05_02


Create a virtual pool of experts, whether co-located or dispersed within a global network

Instantly interact with experts face-to-face in any easy-to-use, virtualized manner structured to help ensure effective collaboration.

Locate and Access Remote Experts



CHALLENGE Communicate with employees in 923 stores across 10 countries

Increase employee productivity

Reduce travel and carbon footprint; improve employee quality of life

Streamline Global Collaboration

SOLUTION Installed 20 Telepresence in 14 locations for effective video communications

Implemented web conferencing

Created online forums for employees to access and share information

Business Value



Business

Value:

Streamline idea evaluation and execution processes

Faster time-to-market for new products

GE Lean Workouts reduced from six to three days

Reduced travel costs and carbon footprint

Business Video: GE Transforms Global Product Development

Challenges

Enable globally distributed project design teams to collaborate more effectively

Improve effectiveness and interactivity of teleconferenced meetings

Reduce long product design cycles and process latency due to scheduling complexity

Cut significant travel-related costs

Solutions

Cisco Manufacturing Active Collaboration Spaces

Immersive technologies include Cisco TelePresence, Cisco WebEx, and interactive whiteboards

Meetings now highly interactive, connecting distributed project teams at multiple locations

M


Active Collaboration Room in action Remote engineering teams designing a circuit board


The ACR and WebEx enables simultaneous annotation between remote teams

In the Active Collaboration Room At a remote site (any standards-based endpoint)

• A team member draws something on the Interactive Whiteboard

• The annotation is seen at the remote site which can also annotate back

This feature is enabled through WebEx which also provides many other benefits (e.g., session recording for future review)



應用情境說明 – 品質控管系統(SPC)

產線品質異常

警告製造部領班

製造部製程工程師

廠務部設備工程師

生管部

各別通知開會執行會議結論

• 該生產線暫停運作, 緊急通知相關人員 • 召開跨部門，討論出可能解決方式 • 執行後回報問題情形，再調整方案

• 開會準備時間過長，增加產線downtime

• 複雜的問題，無法立即獲得廠區外的專家支援


應用情境說明 – 品質控管系統(SPC)

產線品質異常

警告製造部

領班

製造部

製程工程師廠務部

設備工程師

生管部

執行會議結論

• 該生產線暫停運作, 緊急通知並發出WebEx會議通知

• 相關人員不論是在出差外訓/下班/不同廠區，皆可以立即參與會議

• 執行後回報問題情形，再調整方案

• 減少產線download

• 可以容易取得廠區外的專家支援，也包括了設備製造商即時協助


製造雲服務

供應商蘇州資材專員

RD部門採購

1. MES自動通知蘇州資材專員工單生產缺料

2. 資材專員啟動BPM最速件請購流程

3.採購得到供應商回覆需以替代料交貨後,啟動UC跟蘇州資材進行視訊會議

4.資材專員建議將RD同仁加入多方多媒體會議 5.替代料確認後,採購同仁上BPM啟動採購流程

28

3.撥打電話

4.多方會議

應用情境說明 – 料件短缺


思科製造業-協同作業客户成功案例

• 伟创力

FOXCONN

http://media.gm.com/media/us/en/gm/news.html

http://media.gm.com/media/us/en/gm/news.html

Technology

20140416 cisco