Marisa Chancellor of Cisco Systems, keynote address to open the N2Y4 Mobile Challenge Conference May 26

1. Web 2.0
Collaboration in the
Enterprise
Marisa K. Chancellor
Senior Director, Communication and Collaboration IT
Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 1

2. We’re at a Major Inflection Point
That Will Change the Way We Work
Globalization Continuous Connectivity
Scale  Speed
Virtualization
Empowered
Employees Communication
& Web 2.0
Collaboration
Consumer
Service-Oriented
Green Architecture
Business Technology
Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 2

3. The Explosion of Content Continues
…Old Content Is Combining With New Content
Blogs
Wiki
Forums Chat
2 …And, It’s All Happening Now!
Web videos accountvideos viewed bysent every second (March 08) by 2010
11 billion for 30% of all Internet traffic today; will reach 80%
Million Emails are 139 M users in US
Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 3

4. The CIO Is Caught in the Middle
Enterprise Demands Employee Demands
 Compliance “I want Facebook for the
 DR strategies Enterprise...”
 Security “I’m going to do it whether
 Operational excellence you support it or not...”
 QoS
“Why can’t I get access
 Backup and recovery to…”
Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 4

5. The Communication and
Collaboration Story
Integrated Workforce Experience
Connect Communicate Collaborate Learn
the right people,
resources, and more effectively internally and from all
content at the right and efficiently externally
time
Goal is to drive productivity, growth and innovation
Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 5

6. Essential Elements of Collaboration
Integrated Workforce Experience
Video Web 2.0 Tools & Personalization Applications &
Communication Technologies & Relevancy Services
& Collaboration
Employee
Directory
Search
CCOE
UC Digital Media RSS
Blogs
Content
- Sample Services -
Communities Workforce
TelePresence Data Pricing
Wikis
ID Mgmt
Result is a personalized and relevant integrated workspace
Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 6

7. An Integrated Workforce Experience
Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 7

8. The Evolution of the Integrated
Workforce Experience
People
Communities Information
Video
Communication & Web 2.0 Tools & Personalization & Applications &
Collaboration Technologies Relevancy Services
New Business Capabilities
Integrated Workspaces
FCLN
Finance Collaboration &
Leadership Network
Ciscopedia Directory 3.0 WebEx/MP Hybrid Client
New Cisco Workspaces
Platform Building Blocks
Technologies
Video Unified Discussion Virtual Social
RSS Sharing Wikis Communications Blogs IM Forums Meetings Bookmarking
Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 8

9. Cisco Collaboration Architecture
Any Device…Anywhere….Anytime
User, Location & Device Policies
Common Application Services
Search Grouping Notification Content Collaboration
Data Access Policies
Web Services
RSS Video Wiki Blogs Forums Content Access Transactional
SOA App
Email Calendar Meetings IM Conferencing Directory Ciscopedia Tagging
Cisco Intelligent Network
Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 9

10. Delivering an
Integrated Workforce Experience
Directory 3.0
My View
Communities Ciscopedia
Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 10

11. Directory 3.0
Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 11

12. Ciscopedia
Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 12

13. Communities
Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 13

14. “My View”
 My Status
 My Meetings
 My Bookings
 My Cases
 My Messages
 My Feeds
 My Metrics
 My Community
 My News
 My Contacts
 My Projects
 My Weather
 ...
Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 14

15. Value Case Framework and Approach
Operational Multiplier Business Key
1 Metrics 2 Proof Points 3 Impact 4 Message
1. Remote $378 M “SOAR increases
Collaboration (TP/ the average
WebEx/UC) $277 M number of
2. Telecommuting customer
MeetingCenter 3. Specialist $62 M interactions from
Over 99M minutes in Optimization
FY08 and 83.3M 3 to 7 per week“
(SOAR)
minutes in Q2FY09! 4. Sales Productivity $26 M
“Leveraging C&C
(NEW) for product
5. Connected
Wikis $13 M development in
Workplace engineering
6. Deal/Order $2 M
reduced the time
1.6 MILLION page Acceleration via UC $4M for a typical
edits 7. Mac-Wiki software release
Up 89% in FY08! 8. C-Vision & Video $10 M by 35%”
Blogs
$691M
Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 15

16. Remote Collaboration
Situation/  Globalization and outsourcing driving
Challenge need for greater collaboration
 Customers and partners expect
improved responsiveness
 Travel budgets increasingly constrained
Solution  Deployed 300+ TelePresence rooms Benefits
 Provided employees with web  Increased interactions with
conferencing (WebEx), desktop customers
video (UC)  Higher quality of life
Result  Reduced travel per employee by 31%  Reduced greenhouse gas
in FY08 vs. FY06 baseline (before emissions
TelePresence)
Result
 Faster sales cycle and improved win
rate increased contribution margin by  Travel expense savings of
$91M in FY08 $226M/yr
 Time savings of $61M/yr
Sources: Corporate Affairs, TelePresence IT, Finance;
Cisco IBSG, 2009
Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 16

17. Expertise Location
Situation/  Specialists are critical to sales process
Challenge  Account coverage constrained by limits
on specialist resources, ability to scale
 Delayed access lengthens sales cycle
Solution  Offload routine support tasks with rapid
response (Tech Support Network) and
self-help tools (reference database, Benefits
WebEx Connect community)
 Improved market
 Shorten cycle time with regularly coverage
scheduled virtual product demos  Scaled expertise
 Increase high-value interactions using  Increased customer face
expertise locator and remote time
collaboration capabilities Result
Result  45% increase in specialist interactions  Specialist time savings of
with customers in Canada, Commercial $12M/yr
 9–14% specialist productivity increase  Increased margin of $50M
from reducing sales cycle
Source: Cisco AT Sales, VTG CBT; Cisco IBSG, 2009
Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 17

18. Knowledge Sharing
Situation/  Cisco: 10,000 Apple Macintosh users
Challenge  No dedicated Cisco IT support
 Productivity impact for users needing
support
Solution  Common wiki portal for Mac users,
with distributed editing Benefits
 Provides community-based
 Distributed user-generated
instructions, resources, tips content
 Approx. 10,000 unique visitors/month  Community-based updates
and maintenance
Result  Improved productivity for Mac users
 Avoids approximately $1.6M in annual Result
help desk costs
 $1.6M/yr savings in help
 Improves productivity with increased desk costs
uptime—$2.6M annual value for Cisco
 $2.6M/yr in user time
savings
Sources: Cisco CCOE; Cisco IBSG, 2009
Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 18

19. Leadership Beyond Technology
 Web services
 Video
Technology  Unified Communications
 TelePresence
 Wikis
 Sustainable commerce services (SOA)  Blogs
 Business value metrics
 Scalable integrated processes
 Common services
Process Culture
 Leadership
 Change management
 Governance
 Invite participation
Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 19

20. The Human Network
Connecting People Consumer/Data Center
Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 20

21. Welcome to the Human Network at Work
Directory 3.0
Driving Productivity, Growth and Innovation
Connect, Communicate, Collaborate and Learn
Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 21

22. Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 22