E_ESE03
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© 2002, Cisco Systems, Inc. All rights reserved.
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Il Contact Center Evoluto come
strumento nello sviluppo della
E-society
Sergio Gianotti
Direttore Tecnico – Public Sector
[email protected]
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Cisco Systems: Worldwide Leader
in Networking for the Internet
Cisco
Products
Power
the Internet
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Cisco Runs
Its Business
on the Internet
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History of Cisco Systems
#1 Communications
Equipment
Supplier
Cisco Routers
Power the
Internet
Started
at
Stanford
Shipped
First
Router
IPO
Adjusted
6¢ per Share
LAN
Switching,
Remote
Access,
WAN
Switching
1984
1986
1990
1994
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$18.9 Billion
Revenue
Voice
Video
Optical
Wireless
End-to-End
Solutions
Provider
35,000
Employees
1998
2002
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Cisco Employees
• 35,000 employees
• 13,300 in R&D
• 15,300 supporting
customers
• Located in 67 countries
• Most are Cisco
shareholders
• Compensation
tied to customer
satisfaction
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Cisco Priorities
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Today: Four Separate Networks
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Convergence:
Voice, Video, and Storage Move to IP
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Cisco Products
• Industry’s broadest product line
• Leadership products in each category
• R&D = 17% of revenue
• Enables end-to-end network services
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Giving Back
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Cisco Networking Academies
• Preparing students
for the 21st-Century
workplace
• Over 263,000 students
enrolled
• Over 9806
academies
• 145 countries
• 50 states
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The Europe 2002 action plan
• Obiettivo: rendere il mercato europeo il più
competitivo ed avanzato sulla scena mondiale
• Creazione ed offerta di servizi di livello elevato
attraverso il confronto (benchmarking) delle
iniziative in atto e pianficate
• Risoluzione delle problematiche di natura legale
presenti nei singoli paesi
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Need to Improve Government Productivity
Redundancies
in Bureaucracies
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Politicians
Recognize
Opportunity
Streamline
Operations
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The Europe 2002 action plan
• Servizi orientati al Cittadino / Business.
“single interface to government”.
I servizi debbono riflettere le esigenze dell’end-user
Self-service – aperto 24 ore.
Services delivery independente dal luogo e dal’ora.
• Cooperazione governativa.
I Government databases sono risorse condivise.
Limitare la richiesta al cittadino di dati già presenti
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The Europe 2002 action plan
• Servizi basati sulle tecnologie Internet:
IP Networking.
WWW technology per un accesso facile e flessible alle
informazioni.
Web-based application per servizi interattivi on-line.
Organizzazione delle strutture dati basate sullo
standard emergente XML per lo scambio di dati fra le
differenti organizzazioni.
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The European Challenge - Organisation
(80%)!
• Re-engineering dei processi di Business
ed interazione A2A, A2B, A2C
Impatti della legislazione sull’e-government
• Sviluppo di una strategia di e-Government
a livello Europeo.
Visione centralizzata ed applicazione locale
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The European Challenge - Technology
(20%)!
• Servizi di rete al livello IP efficienti.
• Architettura comune in modo da assicurare lo sviluppo
rapido dei nuovi servizi.
• Common security framework: criptografica e PKI.
• XML data structure a livello europeo per “European data”.
• Shared European Information Services.
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Business Challenges
• Fragmented
citizen
interaction
Web/E-Mail
Telephone/
Voicemail
Traditional
(Mail/Print)
Fax
• Incompatible
technology
platforms
• Limited
interoperability
between
business
functions
Face
to Face
Fragmented
Communications
• Inefficient
business
processes
• High cost of
delivering
services
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Housing
Procurement
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Revenues
and
Contact Centre
Benefits
Social
Services
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Gartner’s Forecast for PBX/IP Telephony
Systems Shipped
Western Europe
1.200.000
Traditional
Traditiona
Systems
lSystems
800.000
IP
Systems
400.000
0
2000
2001
2002
2003
2004
2005
Nov 2001
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Convergence—Key Drivers
• Cost savings are seen as
the primary short-term
reason to converge
voice, data and video
• Creating new revenue
streams and deploying
new applications that can
increase productivity or
enhance customer care
are seen as significant,
but longer term benefits
of convergence
Aggregate View on Drivers
60%
40%
20%
0%
1st
2nd
3rd
To drive cost savings (easier infrastructure mgmt.)
To drive revenues
To enable additional application capabilities
Other
Source: The META Group Multi-Client Study 2000/01
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