111 © 2002, Cisco Systems, Inc. All rights reserved. E_ESE03 6114_08_2002_X.

111© 2002, Cisco Systems, Inc. All rights reserved.

E_ESE036114_08_2002_X

2© 2002, Cisco Systems, Inc. All rights reserved.

3362_07_2002_c6

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

Cisco Products Power the Internet

Cisco Runs Its Business on the Internet

Cisco Runs Its Business on the Internet

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History of Cisco Systems

19841984 19861986 19901990 19941994 19981998

End-to-End Solutions Provider

End-to-End Solutions Provider

Started at

Stanford

Started at

Stanford

Shipped First

Router

Shipped First

Router

IPOAdjusted

6¢ per Share

IPOAdjusted

6¢ per Share

Cisco Routers Power the

Internet

LAN Switching,

Remote Access,

WAN Switching

Cisco Routers Power the

Internet

LAN Switching,

Remote Access,

WAN Switching

#1 Communications Equipment

Supplier

$18.9 BillionRevenue

VoiceVideo

Optical Wireless

35,000 Employees

#1 Communications Equipment

Supplier

$18.9 BillionRevenue

VoiceVideo

Optical Wireless

35,000 Employees

20022002

555© 2002, Cisco Systems, Inc. All rights reserved.3362_07_2002_c6

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

777© 2002, Cisco Systems, Inc. All rights reserved.3362_07_2002_c6

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

101010© 2002, Cisco Systems, Inc. All rights reserved.3362_07_2002_c6

Giving Back

111111© 2002, Cisco Systems, Inc. All rights reserved.3362_07_2002_c6

Cisco Networking Academies

• Preparing studentsfor 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

Politicians Recognize

Opportunity

StreamlineOperations

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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

151515© 2002, Cisco Systems, Inc. All rights reserved.3362_07_2002_c6

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.

161616© 2002, Cisco Systems, Inc. All rights reserved.3362_07_2002_c6

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

171717© 2002, Cisco Systems, Inc. All rights reserved.3362_07_2002_c6

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.

181818© 2002, Cisco Systems, Inc. All rights reserved.3362_07_2002_c6

Procurement

Fragmented Communications

Contact Centre

Revenues and

BenefitsSocial

Services

Face to Face

FaxTraditional (Mail/Print)

Web/E-MailTelephone/Voicemail

Housing

Business Challenges

• Fragmented citizen interaction

• Incompatible technology platforms

• Limited interoperability between business functions

• Inefficient business processes

• High cost of delivering services

191919© 2002, Cisco Systems, Inc. All rights reserved.3362_07_2002_c6

0

400.000

800.000

1.200.000

2000 2001 2002 2003 2004 2005

Traditional Systems

IPSystems

Systems Shipped Western Europe

Nov 2001

Gartner’s Forecast for PBX/IP Telephony

TraditionalSystems

202020© 2002, Cisco Systems, Inc. All rights reserved.3362_07_2002_c6

Aggregate View on Drivers

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

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

0%

20%

40%

60%

1st 2nd 3rd