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[Music] good morning good afternoon and good evening i'm mark stratton senior director collaboration product marketing at cisco let me welcome you to our panel today the webex single platform tco advantage and i'm delighted to introduce erwin lazar vice president and service director at emeritus research he's one of the most recognized unified communications and contact center experts writing and speaking at industry conferences and webinars irwin can you tell the audience a little bit about numeritus hey mark thank you so much for the introduction it's great to be here and i appreciate the opportunity to chat with both you and the cisco audience attending webex one today as mark mentioned my name is erwin lazar i'm vice president and service director with a company called nemerte's research and as an organization we go out we gather data from end user companies trying to understand how they're using different collaborative technologies and most importantly what are the characteristics of successful adoption i've been covering the collaboration unified communications and voice space now for about 18 years prior to that my background was in network engineering and uh working with cisco products cisco routers and so on is kind of how i got my start in the networking biz erwin thank you for that introduction i think the audience can see why we're so excited to have you here today to talk about the next generation of business collaboration now when we say the next generation of business collaboration what do we mean we mean a single platform that provides a unified experience for users across all communications channels and devices and provides unified management for it with the scale to support the world's largest enterprises globally unlike today's fragmented cloud solutions that are primarily one-trick ponies really targeted at the smb with no migration pass for current on-premises systems so what we want to do is start to move to a single platform that allows us to integrate our legacy systems and move at our own pace over time now over the course of this year there's been a lot of changes and emeritus i think has a perspective on that irwin can you share your views on what's happened over the last several months and how this might impact things moving forward yeah mark it it's certainly been an eventful year um not unfortunately a good way but let's talk about the way that uh organizations have adapted and have embraced collaboration as they've learned to deal with the pandemic and have learned to enable a largely work from home workforce so we conducted a study of about 525 companies kind of the middle of the year or right around three months or so into the pandemic wanting to understand a what were they doing to support those home workers and what applications were they investing in and as i mentioned in the introduction what were some of the characteristics of successful implementations so really the key impact i think from work from home probably doesn't come as a surprise to anyone on that's watching this webinar which is that it has resulted in a massive shift to work from home i'm sorry a massive shift in adoption of video conferencing so 91 of organizations are now using video conferencing that is uh almost 29 now they're using more than one app and that 91 is about double what we saw prior to the pandemic so we have seen that we you know prior to the pandemic there was a slow gradual increase in video since the pandemic we've seen a massive uptake in video we've also seen that the number of meetings have tripled on an average week we're seeing adoption of additional applications as well including team collaboration and so on which i'll talk about we're also seeing that it has drastically changed their approach towards supporting home workers and that they don't think of them as you know what your best effort you're at home instead now i need to think of your office and where you are wherever you happen to be working as the new office and i need to provide you with tools with hardware with management and support services that allow you to be effective again regardless of where you are we also see there's a lot of people in the market a lot of companies went out and got you know whatever they could get to get people up and running and now we're seeing that it leaders and business leaders are starting to think about things a little bit more holistically and try and figure out you know what's the right approach going forward should we look at you mentioned the single vendor aspect earlier on we'll talk more about that as well so as we've looked at our research one of the the big trends that we saw in addition to the use of video is a massive shift toward the cloud again accelerating a shift that was already in progress we saw about 31 or so of organizations that were using prior to the pandemic ucas as an example we saw roughly half that were using cloud-based meeting services again those are all rapidly accelerating so we found roughly about 65 percent of participants that told us we expect to use more cloud and more cloud more quickly than we had planned on prior to the pandemic so it's been you know kind of this acceleration as i mentioned of an earlier trend and as i also mentioned we try and correlate the success uh what what are successful companies doing different from those who aren't we defined success based on roi in the collaboration space did you make it money did you save money did you improve productivity as a result of your collaboration investments then we look at the companies that have the highest return on investment and trying to understand what are they doing a little bit differently so we found that among those with the highest roi which we define as our success group about 78 are using uh cloud collaboration services and then finally digging into where are the areas for investment going forward as we head into 2021 we asked participants to again share with us their plans and you know certainly again video is is one that we're seeing continued investment in again trying to improve that experience gain management insight deal with things like security and compliance and governance around content stored within video team collaboration applications again a way of allowing virtual distributed people to to better engage and interact and then some of the supporting areas are other areas for key growth so making sure we have adequate security and compliance governance of that video content making sure that when people do come back to the office we have video systems everywhere high quality headsets for those who are at home or sitting in their desk and then extension out to mobile and dealing with management and so on so again a significantly higher portion of our success group they're increasing their spend on on video conferencing almost 94 versus 52 overall and 88 of our success group that's investing in additional collaboration applications i think many of you can relate to what erwin was just talking about and i think many of you have lived that over the last six months i talked earlier about what a single platform was and why we think it's the next generation of business collaboration technology let's get an america's view on what a single platform is yeah so before we start to talk about single vendor let's talk a little bit about how we got there and as i mentioned you know we saw almost the wild wild west in the early days of the pandemic in that organizations moved people home as fast as they could some were equipped well some had the collaboration applications to support work from home many did not and so you ended up with a situation where uh individuals and business units were going out and getting whatever they could and that kind of gets us to where many organizations are today and so we do see this breakdown in in terms of different deployment uh structures so on one side you do have the single vendor solution companies where they have said you know what we have this single platform we had it in place before the pandemic it gives us calling features it gives us our video enabled meetings it gives us team collaboration and it gives us contact center and so they are you know kind of all set as you as you think about the ideal potential go forward scenario other organizations have for whatever reason again either they went out and got new applications or they didn't have a centralized strategy may have a mix of different approaches where maybe they've got a single provider that's giving them calling in meetings but they're using somebody else for team collaboration and maybe someone even additionally for contact center or they've got meetings and and team integrated but calling and contact center are separate platforms or they're truly a best of breed type solution and so as you get into the different benefits and different approaches you know we see some significant um quantifiable and quali qualitative benefits related to the different structures from the single vendor perspective it certainly simplifies management you only have one platform you have one set of licenses you can do end-to-end security performance governance compliance uh and so on all across all the different features within a single application architecture and from a user perspective it tends to be a little bit simpler because i'm not moving back and forth i'm not you know i'm in a chat now i want to go have a meeting that i've got to copy and paste info to or click different screens and again move around among different screens and then the bigger challenge of when i want to integrate those communication features into my business applications if i have multiple communication providers that makes it a little bit more difficult on the multiple vendor side you know again we will talk more about the the cost in a minute but you do have duplication and potential overlap redundancy of licensing you've got the complexity of figuring out you know what's the right app to use within a specific situation you've got the complexity of management security challenges that i mentioned and you know that that user perspective of are you really productive if you're moving between different applications and how long does it take you to recover from a interruption and workflow and the lack of ability to build uh unified workflows through different through a single collaboration environment okay i think we've seen that there's some substantial benefits to a single platform but it sounds expensive so let's find out what the data tells us so irwin i know you've done some research on this can you share that with the audience yeah so we wanted to better understand the true cost of ownership of different approaches so we looked at single vendor versus multi-vendor from an operational cost perspective and we found some pretty startling differences we found a 56 annual reduction on a per user basis for those companies that had implemented a single vendor including uh calling team collaboration meetings as well as contact center within a single vendor environment versus those that were using either a small combination of vendors or were truly a best-of-breed approach and so we're we'll be publishing shortly a uh a e-book that dives into all of these costs in much more detail the roi of integrated uc and contact center where attendees can get further information but to further discuss where these data points come from we we asked the participants to share with us their real world costs of operations looking at things like licensing looking at staffing looking at everything including power and networking and telecom connectivity the use of managed and third party services and then we evaluated and assessed the difference between those companies that were single vendor and those that were multi-vendor and you can see some pretty stark uh i pulled out the top three areas of uh cost savings and really the biggest one was was staffing you know you're seeing a staffing cost that's roughly about a third for a single vendor environment versus a multi-vendor and it gets back to what we talked about earlier you know you're not maintaining separate systems separate management consoles separate profiles separate policies separate licenses separate areas of expertise that might be required uh and so we we've got again a a a tangible quantifiable cost savings for those companies that are using the single vendor approach wow that is some pretty compelling tco data but let's turn to another topic so cisco believes that by integrating uh the applications with the devices that we can really improve the user experience and really mass deploy the technology to an entire organization but we also think it has a tco and an i.t advantage irwin can you dig into that a little bit more sure so what we have been looking at over the last couple of years is the total cost of operation specifically at the uh down to the device level and we've looked at the video conferencing space we've focused in huddle and small rooms wanting to understand is there some opportunity for organizations to reduce total cost of ownership or is there a difference in total cost of ownership based on the architecture decisions that people make so we have we've gathered data from again from hundreds of end user organizations this is real world data what they are actually spending and we found some interesting differences we found that for companies that were implementing an appliance model meaning that they were going out and getting video conferencing systems that were fully integrated with the back-end software as well as had all of the components in a single form factor so integrated camera speaker microphone compute power and so on um were significantly again less like lowering their total cost of ownership versus those that were buying uh of the the kit model where you might have separate computes separate speakers separate microphones having to plug all of that in having to manage it potentially even through a separate management interface than what you're using to manage your core meeting application and then in the middle was the the bring your own model which we do see that a lot of companies still use where you know it's a little bit more uh user difficulty involved i guess when you walk into a room and you see cables and you've got to figure out okay how do i plug into my laptop and configure it make sure that everything's working so again it's another data point that shows that you know adopting that integrated single vendor approach has quantifiable savings in terms of of cost savings but it also has potential for simplicity and improvement on the ease of use side as well as as troubleshooting and management by again having all of those components integrated into a single form factor we've seen that there's a big tco advantage for the single platform and also with integrated devices but many of our customers use microsoft office 365 just like cisco and voice can be added to that so the question for you erwin is is there a tcl advantage to adding voice to microsoft and what about the end user and management experiences yeah i had a feeling we might want to talk about a comparison between cisco and microsoft in in this session so yeah let me talk about the uh what we've seen in terms of the difference in cost and again i think this highlights some of what we spoke about earlier in terms of the model of being of looking at a single end-to-end vendor versus one where you may have a mix and match of different components so it again reinforces what we showed earlier in terms of total operational cost so for this case we're looking at a cisco environment where you have cisco webex calling or ucm on prem uh with with cisco webex for meetings and cisco webex teams for uh for messaging coupled or versus a microsoft environment where you might be using microsoft phone system um with uh with microsoft teams and microsoft meetings with uh some third party potentially for uh for video rooms or if you did obviously if it was video rooms or phones you know those aren't coming from microsoft and contact center wouldn't be coming from microsoft either so here we're showing about a 250 a year annual savings on a per endpoint basis and a ain this is data we gathered specifically from end users so uh we don't you know we we're not working off the the data that the vendors provide to us this is what the folks who have adopted these solutions are telling us that they're spending on an annual basis in the areas we talked about earlier related to licensing staffing um training and support ongoing operational management third-party services and so on we've seen that the single platform has a lot of advantages both from a total cost of ownership perspective and a lot of just functional and management benefits but what i'd like to do now is turn our attention to the intersection of unified communications contact centers and artificial intelligence so we have another session where i interview aragon research and they talk specifically about a paper that they're doing on that or when i know that nemertus has done some research here too and can you share with the audience your views on that and what the research says yeah it's a really great topic i think to talk about contact center integrated with unified communications and collaboration because that's really where the market is heading that you know as we think about the single vendor solutions we're seeing companies wanting to further integrate contact center for a variety of different reasons and we've started to look at the the specific measurable benefits of integrating contact center with unified communications and collaboration we found in a study we just recently published about more than 500 end user organizations roughly about 42 percent that were already integrating and about another 18 planning by the end of this year another 13 into next year so you're already starting to see that about if you had all that up and i could do math in my head it's about 70 uh 74 or so of participants that are either integrating or planning to integrate and so the drivers are numerous i think the biggest one is how do we best empower contact center agents to be able to address customer issues and and inquiries problems etc as fast as possible and hopefully on the first call and then secondly how do we differentiate ourselves from providing a better customer experience so we see a number of different real world examples in the participants that we spoke with in terms of how they're benefiting from this integrated environment so they're uh they're able to achieve faster first call resolution by having the ability for for front-end customer service agents to engage with back-end individuals and bring those folks into the conversation they can differentiate provide a higher level of experience through using video they can create workspaces where customers can come and get updates on their on their inquiries submit documents get custom provided information that would help them with the issues that they're looking at uh some of the more advanced ones are even doing things like presence so if i want to talk to my financial service advisor i can log into my bank's website and automatically get pulled uh and see if my agent is or my my service representative is available send them a message initiate a phone call and so on um product development teams can can integrate with customers so that they can fix you know repeatable problems that they might find and then we can start to use some of the analytics and start to see what are people calling us for what are they asking about what are the topics of conversations that are happening happening in those team channels and what can i learn from those interactions so we wanted to take our research into the benefits of integration integration of contact center and unified communications a little bit further and we looked at not only uh are what what's happening among those that are integrating but what about those that are using the same vendor for all capabilities so they're using a single vendor that provides contact center as well as the uc features that we talked about like unified communications or calling team collaboration and meetings as well so as you look at this chart the the blue lines indicate the companies that are using the single provider and the green lines show that those who are uh either have separate vendors who may be integrated or have no integration whatsoever and you can see the the metrics are pretty startling about overall improvement of about 16.8 percent in how uh the contact center buyers and users rate the companies that they're using significantly higher ratings of enterprise performance and then uh customer contact center agent licensing costs are also decreased similar to what we mentioned when we talked about the uc integration you can achieve economies of scale through contact center integration as well because again now you're managing through a single pane of glass security licensing performance you're managing endpoints like phones uh headsets even so you're again simplifying that user operational environment from the agent standpoint and you're also simplifying it from the it standpoint so it's no wonder that we see you know this reduction in cost and overall uh improvements of how customers rate the the companies they're working with and how it rates the the vendors that they're working with we've covered a lot of ground today we've talked about the economic and business benefits of the single platform and we've talked about the benefits of integrating unified communications and contact centers together not only from a functional point of view but from a tco point of view and a customer experience point of view as well erwin can you summarize things for the audience how does cisco fit into this and what would you recommend the audience consider here as they move forward yeah mark so there are a couple of things that you know i would say and let me just say rather than what i always like when i share our research it's not me talking it's the folks that we gather data from that are talking and you know we can act as the intermediary and try and analyze and and and share the some insights around the data that we gather so i want to start with uh congratulating cisco who we recently named a top provider for uh for we called the category sas meetings or uh meeting services um cisco webex meetings was a top provider and this was based on two uh criteria that we looked at the first was how did your customers rate you compared to how did customers of other services rate them and then i mentioned the success group those who had the highest roi for their investments in collaboration what percentage of that success group was using cisco so cisco ended up in the top right as as a vendor that again had very had above average or higher ratings as well as a higher percentage of our success group who were using cisco so congratulations to you there and i think you know when we gather data on cisco we hear a number of different uh responses and feedback from from your customers obviously they like the maturity of the feature set uh cisco's been doing this a really long time especially around voice in meetings um massive investments in ai and a lot of acquisitions around ai over the last couple of years um cisco's has a bulletproof platform again meeting the needs of large enterprises and mature uh maturity that i talked about earlier the fact that one of the benefits we talked about in the presentation of having that end-to-end integrated hardware and software that allows for simplified management simplified user experiences security benefits as well the integration of the contact center again having all of that from a single vendor with being able to leverage a lot of those integrations that we talked about and then finally having that management control piece i think is really critical uh again it it sort of ties together all of the strengths of the different products so let me leave the audience with some key takeaways uh you know i think some of this isn't of any surprise some of it hopefully reinforces what we've already talked about the the big one is work from home is not going away any time soon we're gathering data now for a research study we'll publish in january we're hearing you know not a whole lot of change at least for the next six months a lot of that dependent on the rollout of hopefully a vaccine fairly soon our data shows that single vendor solutions offer lower tco better benefits for the end user and overall management simplicity so we think that there's an advantage there in going with a single vendor solution and we think finally that last part is really critical is taking advantage of the integrated contact center so that you can improve a speed of responsiveness to customers improve overall efficiency and realize some of those benefits that we talked about earlier in terms of reduced total cost of operation higher customer metrics higher some cost savings opportunities and so on so with that again i'd like to thank you for including me and uh wish you luck with the rest of the conference well we've certainly covered a lot of ground today we've talked about the single platform economic and business advantages and we've talked about the intersection of unified communications and contact centers so let's wrap up we think cisco webex offers a single platform advantage for our customers it provides seamless collaboration for calling messaging meetings teams and contact centers on a platform that scales globally we provide device integration to provide a unified experience across all applications and devices and nobody else can do that we've reinvented the customer experience by integrating contact centers collaboration and artificial intelligence to enhance the customer experience and our solution can replace enterprise grade pbx's anywhere on earth and finally we offer unified management that lowers total cost of ownership and integrates calling meetings messaging team collaboration contact center and security into one tool and provides advanced diagnostics not only for the applications but also for the devices and networks even in people's homes and we've innovated with new analytical tools like the ability to analyze your workspace utilization in your office buildings to optimize your real estate effectiveness and lower your real estate costs so here are some additional tools that might be useful to you number one you can download the numerix research white paper that this session was based on also we have a white paper from wayne house research that talks about the business benefits of a single platform advantage and we have a session on that as well and finally we have several other analyst sessions we have one in the contact center track we have one in the uh the business collaboration track and we have another on-demand session with arrogant research where they talk really about how they evaluate the unified communications and contact center markets and the intersection of these technologies together i'd like to thank you for your time today i hope you found the information useful i hope you find the session enjoyable and we'll look forward to working with you on your business collaboration solutions