Cisco Smart Business Communications System Lead-Generation Play

Transcription

1 Cisco Smart Business Communications System Lead-Generation Play Messaging Guide Overview The Cisco Smart Business Communications System lead-generation play enables you to offer prospects in small businesses a complete, simple, secure, and scalable networking communications solution for voice, data, video, and wireless, from a leading provider. The Cisco Smart Business Communications System is a combination of products and services that enables small businesses to implement a fully integrated, supported unified communications solution, including networking, switching, and system management products as well as the option to enhance the solution with more advanced communications applications. It can be easily deployed, at an affordable price. By implementing the Cisco Smart Business Communications System, businesses can personalize communications and improve customer relationships. In addition to realizing cost savings through IP-based communications, the solution enables highly secure access to company information virtually anywhere, anytime. Mobile workers and telecommuters are empowered to do their jobs more effectively by staying connected in real time no matter where their workspace may be. Furthermore, the standards-based solution can be integrated with customer relationship management (CRM) applications and supports advanced call features. The result is an environment that unifies individual, standalone communications systems and enables small businesses to focus on running their business, instead of their network. Customers also have the option of purchasing Cisco SMARTnet services, which provide anytime access to Cisco engineers and award-winning Cisco service tools, ensuring fast, expert response and accountability to resolve mission-critical network issues. In some regions, customers will benefit from financing assistance that makes this affordable unified communications solution even more attractive. The small business market is poised to make the transition to IP-based communications. Early adopters have embraced IP phone systems. The business case is compelling for small businesses to implement IP communications and, of course, the Cisco Smart Business Communications System.

2 Business Issues Two of the biggest challenges small businesses face involve competing with large enterprises for market share and matching their purchasing power. Traditionally, small businesses have differentiated themselves through exceptional customer service and agility; they build relationships in which they really get to know their customers, and they quickly adapt their business models to respond to customer needs. The Cisco Smart Business Communications System can help small businesses continue to build deep relationships and be responsive. At the same time, it helps them strengthen their brands by showing their customers that they can offer the same technology-driven conveniences that large enterprises offer. Reducing costs is important in any business, and small businesses in particular are sensitive to the burden of operational expenses. The Cisco Smart Business Communications System can reduce communications costs by eliminating the expense of maintaining a separate voice network. It can also potentially eliminate long-distance charges. And it helps increase operational efficiency and employee productivity, which in turn contributes to lowering expenses and increasing profits. Businesses are becoming more mobile, and employees are working outside the office more than ever. The Cisco Smart Business Communications System enables mobile employees to collaborate and stay productive whether they are working from hotels, their own homes, the airport, or a client s office. Security is also an issue for small businesses, just as it is with larger organizations. With tight profit margins, security-related business downtime resulting from crippling viruses, worms, or hackers can deliver a significant blow to revenue. And since most small businesses don t have an IT staff ready to solve problems, they depend on support for quick problem resolution. Unlike other technology vendors who can offer only a limited set of communications technologies and applications, Cisco delivers a complete, secure, end-to-end solution. Top-Level Positioning and Messaging for the Cisco Smart Business Communications System Customer intimacy helps companies like yours stay ahead of the competition. The Cisco Smart Business Communications System enhances your ability to respond to and interact with your customers in a more targeted and efficient way. Whatever type of workspace environment you have, whether it s your office, warehouse, shop floor, retail showroom, or hotspot on the road, the Cisco Smart Business Communications System helps transform the way your people communicate and collaborate internally, as well as with customers, suppliers, and partners. The Cisco Smart Business Communications System helps enable more effective decision making by making it easier to reach the right person the first time, rather than having to leave voic messages and s and wait for responses. The Cisco Smart Business Communications System enables you to invest in your future, knowing that your systems will deliver superior performance and security and are easy to set up, manage, and use, and it offers support services that will give you peace of mind. Having a flexible communications solution is critical, and with Cisco, you can easily expand your system capabilities to support your growth.

3 Top Reasons to Invest in the Cisco Smart Business Communications System Reduce Costs and Improve Cash Flow Management Realize greater return on investment in hardware, software, and networks Transition communications from land lines to the Internet, eliminating long-distance charges and the expense of maintaining a separate line Reinvest cost savings in the business Integrate voice, data, video, security, and wireless into one affordable, cost-effective communications solution Contain costs by unifying communications Achieve a higher return on investment in your network and the devices tied to the network Improve Customer Responsiveness and Security Deliver a single, complete view of a customer to any employee, helping improve customer relationships Have caller information automatically pop up on an employee s computer screen, providing views of orders, account information, and notes and records of previous calls Communicate with customers in the way that suits you best, from voice to video, Web, or communication Respond quickly and effectively to customers and put them in touch with the right person, for a substantial competitive advantage Boost Sales Enable outbound marketing and phone sales staff to serve customers more quickly and efficiently using voice, video, or the Web. Unlock the full power of the back office with a system that works smoothly with existing databases and sales resources, to deliver the highest level of service and help boost sales Allow outbound salespeople to see the customer s sales history, profile, credit status, and notes about recent calls in a convenient pop-up window Provide salespeople with everything they need to make the right sales proposal to the right customer, at the right time Provide Mobility and Operational Efficiency Provide salespeople with the mobility and flexibility to deliver service anytime, anywhere Allow employees to reach the right people and have the information they need to solve problems and respond to customers, whether they are working in the office or from home, a hotel, or an Internet café Enable employees to make a secure connection to the company network anywhere there is an Internet connection, to reach the same tools and resources they have in their office Enable employees to answer phone calls from their PC, laptop, or mobile phone just as if they were in the office. Via dedicated security appliances, protect the network from hackers, viruses, and other threats, safeguarding sensitive business information

4 Mobilize Employees and Guests Give customers and employees easy access to the information they need. Provide visitors guest access to secure wireless services while working in your office. Extend the reach of company resources and help employees accomplish more, wherever they are located. Experience robust security that protects business, customer, and partner information every step of the way. Enhance Customer Relationships Cisco s CallConnector applications integrate call processing with third-party business applications such as Microsoft Dynamics CRM and Salesforce.com, enabling an instant view of customer information the moment the customer call is received. These middleware applications automatically make customer history available on a per-call basis and help route customers to the right internal staff to maximize the outcome of each call. The CallConnector applications give small businesses the ability to: Promote more personalized communications with customers, partners, and employees Respond faster to customers Provide more informed, responsive, and consistent customer service at every contact point to ensure that customers enjoy the same experience every time they call Increase customer loyalty and sales Communicate more effectively by connecting people with people, not just devices with devices Have customer information dynamically pop onto the screen as a call is received See past notes and information concerning the customer View the phone status of other employees (unavailable, busy, available) Bring the customer together with the right resources to solve the customer situation Extend the Workplace The Cisco Smart Business Communications System provides unified communications solutions for everyone, regardless of the type of workspace and environment they work in a retail shop, an office, a shop floor, a warehouse, or a hotspot on the road. Highly secure wireless capability enables you to carry your communications device (mobile phone, laptop, PDA) with you without compromising application performance. Listen to your s from your laptop or mobile phone Read from your mobile phone Conduct a video conference call from your laptop Monitor the presence and availability of your colleagues to ensure that you can reach people the first time Reach other users wherever they are, using a single number

5 Access Support When You Need It Cisco SMARTnet services give you peace of mind in knowing that support services are available in the event of any communications problem. Have access to Cisco engineers anytime you need it Use award-winning Cisco service tools to ensure fast, expert response and accountability to resolve mission-critical network issues Improve Business Processes Reach the right resource the first time: take advantage of almost every message or opportunity Respond faster to customers and partners Improve collaboration among employees Enable adoption of mobility solutions Create connections between business applications Increase employee productivity and overall efficiency Automate systems management and reporting Streamline business operations, and improve efficiency and productivity Focus on core business instead of on technology Establish a Competitive Advantage Enhance customer relationships Respond to customers faster than competitors Outpace or keep pace with competitors already using technology Strengthen your brand by offering convenient, technology-driven ways to do business Allow mobile employees to connect in real time to the people, information, and applications they need to improve customer service Lay a foundation that supports growth Increase communications uptime and business continuity Improve Security Improve the security of voice, data, video, and wireless communications Add built-in security that complements popular, off-the-shelf security applications Extend business continuity by helping to safeguard networks and minimize downtime due to security breaches About the Solutions The Cisco Smart Business Communications System solution includes: Cisco Unified Communications 500 Series for Small Business Cisco Catalyst Express 520 Series Switch (required for the 16, 32, and 48-user versions) Optional wireless access

6 Systems management: Cisco Smart Assist Cisco Configuration Assistant Cisco Monitor Manager and Cisco Monitor Director Financing assistance Optional advanced communications applications: Cisco Unified CallConnector for Microsoft Dynamics CRM Cisco Unified CallConnector for Salesforce.com Cisco Unified CallConnector for Microsoft Windows (Personal, Server, or Mobility Edition) Cisco Unified Communications 500 Series for Small Business The Cisco Unified Communications 500 Series for Small Business is an all-in-one networking solution designed to meet the unique needs and budgets of small businesses. This complete communications solution connects people via technology. It integrates voice, video, data, security, and wireless connectivity onto one network that includes automated management capabilities and also allows remote management by a management service provider (reseller, integrator, consultant, or service provider). The Cisco Unified Communications 500 Series for Small Business uses simple yet powerful capabilities that enable people to communicate faster, better, and more easily. It includes advanced capabilities such as unified messaging, and other time-saving features such as speech recognition. With the Cisco Unified Communications 500 Series, small businesses can: Process calls with intelligent routing throughout the network (using Cisco Unified Communications Manager Express and Cisco Unity Express) Make a transition to cost-effective IP phones Ensure that information reaches recipients quickly, through the most appropriate medium Store voic locally (on the Cisco Unified Communications 500 Series for Small Business) Enable WAN connection (Ethernet only) for either Internet connectivity or connections into a corporate data network Connect to the public switched telephone network (PSTN) for making and receiving external calls Connect to local analog devices, such as a fax machine, using foreign exchange station (FXS) Implement wireless connectivity, so that wireless voice, video, and data can be communicated on the system Connect to the Internet more securely Set the stage for growth Build a business model that allows for telecommuting Standardize communications systems in multi-site operations Provide power to the IP phones (eight ports of Ethernet support Power over Ethernet [PoE], using the IEEE 802.3af power standards)

7 Cisco Catalyst Express 520 Series Switch The Cisco Catalyst Express 520 Series Switch expands the Smart Business Communications System to support 16, 32, or 48 users. It delivers wire-speed performance and provides a secure network foundation optimized for unified communications. The Cisco Catalyst Express 520 Series Switch also offers options for PoE to help reduce the cost and complexity of IP communications and to enable new uses for the Ethernet network. Wireless Access Wireless access into the Cisco Smart Business Communications System can be provided in two different capacities: through an integrated wireless option in the Cisco Unified Communications 500 Series for Small Business appliance or through external wireless access points. If multiple wireless access points are required, they can be managed from a single device, the Cisco 526 Wireless Express Mobility Controller. The products used for wireless access include: Cisco Unified Communications 500 Series for Small Business Cisco Catalyst Express 520 Series Switch (required for the 16, 32, and 48-user versions) Cisco Smart Assist Cisco Configuration Assistant Internal wireless option on the Cisco Unified Communications 500 Series for Small Business Cisco 521 Wireless Express Access Point Cisco 526 Wireless Express Mobility Controller System Management The Cisco Smart Business Communications System includes a suite of applications that will manage: Setup Optimization Integration Local management Remote management from a management service provider (reseller, integrator, consultant, or service provider) Cisco Smart Assist Cisco Smart Assist provides automated configuration and service activation between Cisco products and applications. The Smart Assist features that are initially supported for the Smart Business Communications System offer: Improved, easier setup and deployment of Cisco products Help in optimizing network performance and security Assistance in the ongoing operation of Cisco networks as they grow

8 Cisco Configuration Assistant The Cisco Configuration Assistant is used to set up the Smart Business Communications System, increasing the ease and speed of deployment. This configuration tool offers numerous features, including: Automated configuration Integration of voice, switching, wireless, routing, and security Cisco Monitor Manager and Cisco Monitor Director Cisco Monitor Manager and Cisco Monitor Director are network management tools for the Smart Business Communications System. Cisco Monitor Manager is designed for customers who are managing their own networks, while Cisco Monitor Director is used by partners to monitor and manage their customers networks. Cisco Monitor Manager provides management functions at the local level. This solution is suited for customers that are ready to manage their own network infrastructures, including data, video, and voice. Supported features include: Network discovery Device inventory Configuration archive Performance monitoring Fault management Performance and fault history Reporting Alerts End-of-sale reports Discovery, inventory, topology, monitoring, and reporting (including IP telephony devices) Cisco Unified Communications Manager Express monitoring Cisco Unity Express monitoring IP phone monitoring Voice gateway monitoring Cisco Monitor Director provides partners with the ability to manage multiple customer locations simultaneously. Partners can see into their customers networks to use features such as: Real-time alerts and notifications Configurable and pager addresses based on time-of-day setting Automated s sent to prevalent trouble ticketing applications Multilayer alert filtering capability End-of-life/end-of-sale database reference and notifications Scheduled HTML-based automated reports that include network alert summary, device availability analysis, Top Number (TopN) performance reports, and network topology

9 Optional Advanced Communications Applications Through the Cisco Unified CallConnector for Microsoft Windows, the Smart Business Communications System can support multiple advanced call features and presence. The Cisco Unified CallConnector for Microsoft Windows comes in three different solutions: Cisco Unified CallConnector Personal Edition: A user-based application that requires no additional server. Features in this solution include: Toolbar in Microsoft Outlook or Internet Explorer to help manipulate calls Quick Dial (click-to-dial) from personal or Outlook contacts or any highlighted text, from any Microsoft application Inbound call screen pops with Calling Line Identification (CLID) and name (from Outlook contact list) with option to answer or reject call Control of all Cisco Unified Communications Manager Express phone features from Outlook or Internet Explorer, including transfer, conference, or end Cisco Unified CallConnector Server Edition: A server-based solution that supports multiple users and provides the following: The same toolbar in Outlook or Internet Explorer as in the personal edition Easy-to-deploy send an feature, with an install link to all users The same features as Cisco Unified CallConnector Personal Edition, plus dynamic presence, which shows the availability, location, phone status (busy or idle), and optional custom message of fellow workers Quick Message instant messaging service Ability for operator or administrator to change user status Cisco Unified CallConnector Mobility Edition: Adds rules-based call routing plus single number reach, in addition to the features of the server edition. The solution: Routes calls to a mobile phone or home phone when the user is away from the office Bridges calls (optionally), even with a mobile phone, then switches from the mobile phone back to the IP phone with the press of a key sequence Reroutes unanswered calls to a mobile phone or home phone, returning the call to Cisco Unity Express voic and giving users a single mailbox to manage The Cisco Smart Business Communications System also supports Cisco Unified CallConnector for Salesforce.com and Cisco Unified CallConnector for Microsoft Dynamics CRM.

10 Why Cisco? Cisco has made a commitment to the small business market and has made significant investments in the past two years. We have announced more than 50 purpose-built products for this market and have plans to recruit more than 5000 value-added resellers (VARs) to focus on this market. Cisco is the worldwide leader in networking technologies, with a 20-year track record supporting customers of all sizes, around the globe. Cisco is the industry leader in unified communications, data networking, mobility, and network security. We are one of the largest companies in the United States. Our financial strength means that you can have peace of mind, knowing that your investment in Cisco equipment will be protected. Cisco is a major proponent of open standards, rather than proprietary approaches. This means you ll be able to take advantage of the widest possible selection of future applications and technologies to run on and work with Cisco Unified Communications. Copyright 2007 Cisco Systems, Inc. All rights reserved. Cisco, the Cisco logo, Cisco Capital, and Cisco Catalyst are trademarks or registered trademarks of Cisco Systems, Inc., and/or its affiliates in the United States and certain other countries. All other trademarks mentioned in this document are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. ETMG_ B 7/07