20th March Session Six by Raja Lakshmipathy
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© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential Presentation_I D 1 The New Collaboration Experience Raja Lakshmipathy Practice Manager - Collaboration
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The New Collaboration Experience By CISCO
Transcript of 20th March Session Six by Raja Lakshmipathy
© 2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 1
The New CollaborationExperience
Raja LakshmipathyPractice Manager - Collaboration
© 2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 2
Did You Know…
A vast number of customer interactions no longer happens in
the office or contact center, rather takes place in the Social
Media, Wikis and blogs
© 2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 3
Did You Know…
If Facebook were a country, it would be the world’s fourth largest between the United
States and Indonesia
© 2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 4
Did You Know…
The #2 largest search engine in the
world is YouTube
© 2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 5
Did You Know…
80% of Twitter usage is outside of Twitter… people update anywhere, anytime… Imagine what that means
for bad customer experiences?
© 2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 6
Did You Know…
25% of search results for the world’s top 20 largest brands are links to user-generated content
© 2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 7
Did You Know…
34% of bloggers post opinions about products and brands
© 2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 8
Mobile Device Usage
81% working harder than 5 years ago
84%check them before going to bed
87%bring their mobile devices
to their bedroom
More than 35% said they would choose
their PDA over their spouse
85%sneak a peak in the middle of the night
© 2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 9
© 2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 10
Changing the Way We Work
“Raising the productivity of employees whose jobs can't be automatedis the next great performance challenge—and the stakes are high.”
McKinsey & Company, The 21st Century Organization
Text Voice, Video
Num
ber
of S
take
hold
ers
Collaborative Tools
Documents
On
eM
an
y
EmailIM
TelePresence
Unified Communications
Vmail
Discussion Forums
Video on Demand
Wikis Blogs ContactCenter
Conferencing
Social Networking
Phone
© 2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 11
Collaboration Is…Equal Parts Process, Culture and Technology
From command and control to collaboration and teamwork
Boards and councils drive strategy of the company
We are our own laboratory
Technology
Process
Culture
© 2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 12
Cisco’s Strategic Direction
Secure Inter-
Company
Interoperable,Open
Architecture
FlexibleConsumption
Models
Video Communications
EnterpriseSocial
Software
Integrated Experience
© 2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 13
Cisco Collaboration Portfolio
IP Communications
Customer Care
ConferencingTelepresenceEnterprise
Social SoftwareMobile
ApplicationsMessaging
© 2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 14
