new cisco collaboration 2011 · 2016. 8. 5. · 1. business video –new experience 1. 영상ip...

Cisco Collaboration 2011

양경호 이사

시스코 시스템즈

2010. 12. 09

시스코 Collaboration Portfolio

IP Communications

Customer Care

ConferencingTelepresenceEnterprise

Social SoftwareMobile

ApplicationsMessaging

© 2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 3

시스코 Collaboration 2011 Keywords

1. Business Video – New Experience

1. 영상 IP phones

2. 보급형 TelePresence

3. 고화질 WebEx as SaaS

2. IP Contact Center

1. IPCC on Cloud

2. Social Networking

3. Media Recording

3. Desktop Virtualization

1. Virtual eXperience Infrastructure

2. Cisco Tablet CiUS

4. Hosted Collaboration Solution


Cisco TelePresence transforms the new collaboration

experience, making video pervasive

• Video across all Cisco enterprise endpoints

• Video everywhere, single call control

• New endpoints increase customer choice

• The new Cisco WebEx High Quality experience

• New immersive experiences

• Industry’s first telepresence service creation platform

Business Video 관련 뉴스


향후 시스코는 모든 단말기에 video 기능 탑재

The Desktop and Beyond

Anyone, anywhere

Video for Any

WorkspaceTelePresenceVideo Enabled Voice

Enhancing

Voice

Personal Enhanced

Presence

Office and Home

Personal Mobility

Multipurpose – Tactical

Meeting Environment

Immersive - Strategic

Meeting Environment

Video-enabled endpoints for all

knowledge workers supported

by a single architecture


Video Everywhere, On One Architecture

• 비디오 통화도 전화처럼 쉽게..

- as easy as one button to push

• Tandberg 단말기들도 동시 수용..

- beginning with the E20 video phone

• 신규 보급형 TelePresence 단말기

- CTS EX60, CTS 500-32

• Extends reach: from boardroom, to the desktop,

to the mobile device

a single call control platform for voice and video

Cisco Unified Communications Manager


Cisco TelePresence Exchange System

Available

1H CY11Globally

업계 최초 Telepresence Service Creation Platform

Cloud-based services

Innovation for Service Providers:

• New Cisco TelePresence Exchange System

• Enables Service Providers to easily and cost-effectively

create telepresence subscriber services such as

intercompany calling

• Unmatched scalability and customizability with multi-

tenancy, scheduling portal and open APIs

• Increases flexibility for companies to deploy end-to end

telepresence services

• Enhanced Cisco TelePresence Directory

• Cloud-based application links communities,

organizations

Conferencing

SP Interconnect

Interop

Permanent

Bridging

Optimized

Routing

IVR

Media

Resources

Session

Control

Authentication

Authorization

Accounting

MSE MXECUCMCUBE

NAT/ FWASR


• 고객이 정하는 장소에 TelePresence 회의실을 임대하는 방식

• 월간 운영비용 (OPEX) 지불 방식 계약

• 초기투자비용 “0”, 5 년 계약 기간

• 장비당 월 60시간 회의시간 제공. 초과 사용 시간에 대한 저렴한 가격체계 제공

TelePresence On-Tap 프로그램


WebEx (고화질 영상 지원, 웹 컨퍼런싱, 협업) as SaaS

• Full screen high quality video turns web

conference into virtual video conferencing room

• Simultaneous desktop sharing

• Integrated TelePresence experience

• High quality video on Cisco Cius (1H CY11) and

Apple iPad for mobile users (December, 2010)

• ActivePresence automatically shows active speaker


WebEx: Cisco Conferencing Solution

Meeting

Center

Training

Center

Event

Center

Support

Center

Audio Conferencing

Cisco WebEx Collaboration Cloud Enterprise Network

Video Conferencing


Contact Center 관련 뉴스

1. Social Networking

2. Media Recording

3. IPCC on Cloud


Develop & manage

personal online profiles

Dynamically form and

participate in virtual

communities

Easily create, publish,

share, and consume

content and expertise

Subscribe to

content sources or people

Social Software 란?


Social Media 고객 관리 발전 단계

Level

1

Level

2

Level

3

Level

4

단순청취(또는 무시)

Social 미디어Broadcasting

Social 미디어 마케팅

Social 미디어 고객관리

주도적 참여

비 정기적인 보고 Social 미디어 내용에 따른 수동적/ 임시적 반응

Facebook page 와 Twitter presence 활용 Social 미디어를 통해 표준 마케팅 수단으로 활용

Social 미디어 전략 참여 마케팅

참여 프로세스 계량화 Teams work queues

선 고객관리 수행 능동적 영업활동

브랜드 대시보드 활용 최소한의 고객 관리 개입

관리 프로세스 팀 활동 보고

Social 미디어 사업 지능형 응대

Level

5


1. Capture

2. Analyze & Prioritize

3. Communication Workflow

4. Assign & Engage

고객

Airline lost my luggage!

Social

Media Appliance

고객관리 상담원

Social Network 고객 관리 방안

- 소셜 미디어 캠페인 관리 수행

- 상담원에 라우팅 및 큐잉 기능 제공

(기존 시스코 상담센터 솔루션 확장)

- 고객 인지 후 스크린 팝업

- 응대 내역에 대한 이력 관리

“Social Customer Care”플랫폼을 이용한 적극적인 고객 관리 활동 수행 필요


Customer Collaboration Platform (CCP)Social Customer Care and Brand Management System

Features

Leverages Enterprise Collaboration Platform

Social media campaign management (brand monitoring)

Social media customer profiling

Queuing and routing brand mentions to experts

Unified communications and collaboration tools

Conversation history for social media and traditional care channels (phone, email, web)

Brand monitoring metrics

Agent and brand manager performance metrics


IPCC on Cloud (가상화기반 컨택센터)

S 생명의 경우 2010년 컨택센터 시스템 가상화 재구축을 통해 TCO 절감 및 운영 관리 효율성 강화를 기대하고 있으며,

향후 상담원 Desk top 가상화도 검토 중임.

Con

tact C

en

ter V

irtua

liza

tion

1 Conceptual IPCC Roadmap 2 국내 성공적 적용 사례 (S 생명)

PBX CTI App1 App2

Contact Center A

PBX CTI App1 App2

Contact Center C

서버 기반의 Contact Center 통합

가상화 기반의Cloud Contact Center

PBX CTI App1 App2

Contact Center B

가상화

Call Center

Voice Gateway

CUCM(UCS)

PG(UCS) TTS

서울 센터

VXML

RouterLogger(UCS) CVP(UCS)FAX

과천 센터

Active Directory

SIPProxy

AWS 1, 2 CVPReporting

ManagementPortal

VoiceGateway

PG(UCS) TTS

광주 센터

VXMLCUCM(UCS)

FAX

AWS

Voice Gateway

PG(UCS) TTS

부산 센터

VXMLCUCM(UCS)

FAX

AWS

* 가상화 기반 최적의 시스템구성* 상담원 가상화를 통한 중앙관리


전통적인 기업 컨택센터 서비스 인프라

1. 신규 서비스 런칭 기간 : 7~8주

2. 신규 서비스에 대한 지속적 H.W 투자/운영복잡

3. 기업별 콜센터 서비스 인프라 활용률 : 10% 미만

경쟁력 약화

TCO 문제

Utilization 이슈

ICCC 기반의 컨택센터 인프라

1. 신규 서비스 런칭 기간 : 2 ~ 3주

2. 신규 서비스 H.W 투자 감소 및 운영비 절감

3. 사용률 극대화 및 서비스 자유로운Sizing

경쟁력 강화

TCO 향상

가용성/활용성

IPCC Cloud 솔루션으로의 진화

전통적 IPC 기반의신규 서비스 런칭 기간 7~8주

신규 서비스 계약

시험 장비 설치/준비

3rd Party 장비설치/준비

IPC SVC 개발

도입 장비 설치

최종 시험

Contact Center Launch

1주

2주

3주

4주

5주

6주

7주소요시간

-타사 대비 2배 이상의빠른 서비스 런칭

- 최소 H.W 인프라 투자- 기존 자원 활용률

극대화- 가상화 기반의 가용성

Cloud IPC 기반의신규 서비스 런칭 기간 2.5주

콜센터 서비스 인프라14:1 통합 구현

+ 가용성 /독립성 확보

ICCC Cloud 기반의 컨택센터 인프라<최소의 물리적 서버로 대량의 기업 서비스 수용>

가상화 기반의 Cloud Contact Center

7대 서버 기반의 Contact Center 통합

전통적인 기업 컨택센터 서비스 인프라< 콜센터 당 20개 이상의 물리적 서버>

A 컨택센터 서비스 인프라

PBX CIT App1 App2

B 컨택센터 서비스 인프라

PBX CIT App1 App2

C 컨택센터 서비스 인프라

PBX CIT App1 App2

D 컨택센터 서비스 인프라

PBX CIT App1 App2

E 컨택센터 서비스 인프라

PBX CIT App1 App2

Cloud 기반의 신개념 컨택 센터

신규 서비스 계약

IPC SVC 개발

Contact Center Launch

1주

2주

소요시간

3주

65% 이상 빠른 서비스개시


VXI (Virtual eXperience Infrastructure) 관련 뉴스

The New Collaboration Experience -- Virtualized

Validated, desktop virtualization solution

Fully tested with open ecosystem of partners

Extends Collaboration to VDI

New desktop virtualization clients


―600 million business PCs are beingmanaged and supported worldwide‖

–IDC

―PC support costs account for 67% of the total cost ofmaintaining and operating business PCs‖

–Gartner

―The biggest productivity losses are due to software downloads, fixing interoperabilityissues between installs and end-user downtime while PCs are being fixed by IT‖

–Gartner

―One-fourth of the devices issuedto employees in a 12 month periodare lost or stolen‖

–Cisco Research

―40% of professional PC’s will be managed under a hosted virtual desktop model by 2013‖

–Gartner

―Globally, business workers perceive corporate IT as the biggest barrierto enabling a more flexible workforce‖

–Gartner

The Desktop Virtualization Market Transition


Desktop Virtualization

Data security and compliance

Business continuity/agility

Reduced TCO

Consistent IT and end user Experience

Collaboration

Video and voice

Interactive

Real time, high quality experience

Range of devices

어떻게 VDI와 Collaboration을 동시에 구축할 것 인가?

Rich Experience

IT Standardization


시스코의 비젼Virtualization Experience Infrastructure (VXI)

Validated desktop virtualization solution

Fully tested with open ecosystem of partners

Superior collaboration experience

Unsurpassed device versatility and mobility

Enterprise-class performance, security and manageability

Best in class ROI

Collaboration

Virtualization

Networking

Workspace

of the

FutureWorkspace of

the Future


VDI 와 Collaboration 을 동시에

New Desktop Virtualization Endpoints Simplify IT Deployment, Security, Scalability

• Integrated form factor for Unified IP Phone 8900/9900 Series uses existing PoE and desktop phone—only requires monitor and keyboard: Cisco Virtualization Experience Client 2100

• Standalone VDI form factor for customers without Unified IP Phone 8900/9900 Series—first PoE Desktop solution : Cisco Virtualization Experience Client 2200

All endpoints support VMware View 4.5 and Citrix XenDesktop

Cisco Cius: first mobile converged endpoint for voice, video, data app. and VDI

Available 1H CY11Globally

Integrated Stand-Alone Mobile

Cius as Virtual Desktop

Virtual Desktop on Cius:

Thin-terminal client

Business apps as a service

:

Full desktop experience

Economies of scale

Quickly provision business apps

Alternative licensing model

CiUS as High-definition Video conference phone

Video Out

Keyboard/

Mouse

Virtual Desktop

Cisco Cius

HDMI/Display Port

USB/BT

H.264 video standard

High-definition 720p video

Cisco TelePresence Interoperability

Built-in Cameras

Dual Independent Displays

CiUS as Collaboration Suite

Cisco TelePresence Solution

Cisco Quad

Virtual Teaming

Cisco Show and Share

Video Creation and Access

Cisco WebEx

Meeting Center, Calendaring, Mail

Presence

Cisco Unified Communications

Unified Communications Manager


차세대 협업 기술의 결정체: CiUS

802.11 Wi-Fi

3G/4G data

Bluetooth

High-definition video

Cisco TelePresence Interop

Adobe Flash

Virtual Desktop

Thin client applications

Cloud computing

Voice, video, unified messaging

Conferencing

Presence & IM


Cisco Cius를 통한 새로운 경험

ExtensibilityBeyond the Device

CollaborationMany to Many

CommunicationOne to One

ConsumptionIndividual

기대효과 Single Source of RealtimeInformation

Common Objectives

Faster Decision Making

Many ways to connect

Seamless Experience

Always Accessible

Mobile HD Video

Increased Mobile Productivity

Access to business apps

Web content on demand

Wide array of media types

Plug and play peripherals

Option adds desk phone experience


HCS is a platform which allows partners to deliver

a full portfolio Cisco collaboration applications in an

―as-a-service‖/cloud model.

HCS (Hosted Collaboration Solution) 관련 뉴스


HCS Solution ElementsCombining virtualization, mgmt & network elements for a complete platform

Unified Communication System 8.0• Deliver a unparalleled user experience

HCS Management System• Zero-touch automation & proactive system assurance

Optimized Virtualization Platform• Provides hardware efficiency, customization, & scaling

Scalable System Architecture• Aggregation, Security, Network Integration &CBSA


Unified Communications & CollaborationFor hosted collaboration solution deployments

Services Products

Voice & Video Communications Unified Communication Manager,

Full IP Phone Portfolio & IP Communicator

Voicemail& Integrated Messaging Unity Connection

Presence & Instant Messaging Unified Presence,

Unified Personal Communicator

UC Integration for Microsoft Office Communicator

Mobility Services Unified Mobility (based on UCM)

Cisco Mobile for iPhone& Android

Nokia Call Connect

Customer Care* Contact Center Enterprise

Customer Voice Portal

Webex Collaboration* Webex Meeting Center

Webex Connect

* Management integration release in Q1 2011


Platform VisionApplications can be deployed in the cloud, on premise, or a hybrid of both

Pure Hosted Remote Managed On PremHybrid

Customer 3

Dedicated / Private Network

Customer 1

Customer 2

Customer 4 Customer 5

Unified Communications

and Collaboration


Summary

새로운 통신과 협업을 위한 변화를요구하는 시장에 대응하여 시스코가제안하는 새로운 솔루션

• 보급형 TelePresence 와 영상회의 솔루션

• 데스크 탑 가상화와 협업 통합 솔루션

• 소셜 네트웍을 통한 고객과의 협업 솔루션

고객은 언제나 혁신과 차별화를 위한새로운 경험을 고대하고 있습니다.

new cisco collaboration 2011 · 2016. 8. 5. · 1. business video –new experience 1. 영상ip...

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