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Webex Edge for CallingeBookCloud-enabled WorkplaceTransformation with WebexEdge for Calling

Webex Edge for CallingeBookCollaboration is essential to workplace transformationDigital and workplace transformation are top of mind for many C-suiteleaders. In fact, enterprises are spending nearly 1.2 trillion dollarsannually on digital transformation efforts¹. Yet only 16% have seen theexpected gains from this investment2. Why is that?Most companies fall short when they fail to provide technologies thatcreate a more engaging experience for their workforce. Companieswith great employee experiences achieve 25% higher profits and twotimes greater customer satisfaction and innovation than their moretraditional ctionWorldwide Semiannual Digital Transformation Spending Guide, IDC, 2019McKinsey, 2018CIRS Research Briefing 17, No. 6, MIT, 2017 2019 Cisco and/or its affiliates. All rights reserved.So how do you equip your business with the tools that will lead to ahighly engaged workforce that routinely provides exceptional serviceand support to customers and partners? You need a strategy thatleverages cloud innovation, while protecting your strategic on-premisesinvestments. Cloud collaboration and customer engagement arebecoming richer and more intelligent — with calling, messaging, video,meetings, and content sharing augmented by artificial intelligence (AI).And the connective tissue that holds all collaboration activities togetheris the human voice.

Webex Edge for CallingeBookVoice is the global currencyof businessSurveys show that voice is the preferred engagement channel forcustomers and partners, especially for important decisions (Figure 1).For employees, calling is the natural escalation of a chat session—andthe point of departure for broader meetings with more participants orvideo and content 5%Email48%OnlineOnline Chatchat0%10%20%30%40%50%Figure 1. Every generation prefers live phone calls 2019 Cisco and/or its affiliates. All rights reserved.60%70%

Webex Edge for CallingeBookCloud first, but not cloud only — unified calling architectureHow can you begin a cloud journey that will drive successful workplace transformation, keep your business safe,and align with your business objectives?Cisco Webex Edge for Calling is a new single calling architecture that connects your on-premises business phone systems (PBXs),from Avaya and others, to the cloud. With Webex Edge for Calling, you can equip your business with the latest cloud innovations nowand protect your premises-based investments. 2019 Cisco and/or its affiliates. All rights reserved.

Webex Edge for CallingeBookCalling evolution: new user and enterprise expectationsAlthough voice is a cornerstone of business collaboration, today’s workers also expect access to a rich variety of tools like voice, video,messaging, meetings, screensharing, and whiteboarding, all integrated within their business apps and available across all their devices.Tools with contextual enhancements like artificial intelligence, voice assistants, and intelligent proximity further improve productivity andsimplicity. These tools have become central to the collaboration buying criteria (Figure 2). Nemertes Research found that businessesthat use a single application like Webex for all their collaboration are twice as successful in their digital transformation as businesses thatemploy separate applications.Collaboration buying criteria79%Email integration74%Contextual intelligenceMeetings/videoTeams integrationContact center integrationSource: Cisco surveyFigure 2: Collaboration buying criteria 2019 Cisco and/or its affiliates. All rights reserved.73%71%68%

Webex Edge for CallingeBookThe CIO’s DilemmaTypical large enterprise calling complexityWhile existing on-premises UC systems offer greatfeatures and customization support, they are morecomplex and costly to maintain (Figure 3). Most enterprisePBX networks involve multiple models from differentvendors, on different depreciation and refresh cycles thatrequire costly, high-bandwidth MPLS networks to keepeverybody connected.Figure 3. Typical large enterprise calling complexityCloud offers important advantages for digital transformation, includingflexibility, minimal capital investment, seamless integration to leadingcloud business apps, rapid innovation cycles, predictable operatingexpenses, and rapid global delivery at any scale. However, deployingmultiple cloud point solutions for calling, video, messaging, andmeetings simply transfers the cost and complexity to the cloud,without solving the underlying issue.Many cloud services lack enterprisescale and are point enterMessagingFigure 4. The problem with today’s cloud solutions

Webex Edge for CallingeBookMigrating safely to the cloud requires CIOs and other technical leadersto address the business risks they see from cloud solutions. Most cloudunified communications as a service (UCaaS) offers are built from acollection of separate apps, made by different vendors that are notenterprise-ready and lack quality local support.For most businesses, the best cloud migration strategy starts with amixed cloud/on-premises environment for collaboration. This approachcan provide full access to cloud innovation for users, while connectingstrategic on-premises systems together with new cloud services, to addvalue without disrupting business operations.CIOs need a cloud adoption model that will safely take them into thefuture and address each of these risk factors that are delaying theircloud journey: Investment optimization: Protect on-premises licensing andinfrastructure investment while moving to the cloud Migration path: Deploy a cloud platform with enterprise scale andsecurity that will interwork seamlessly with on-premises systems User experience: Need to modernize with a seamless, non-disruptiveuser transition to the cloud“Hybrid enables organizations to adoptcloud strategically, delivering lessdisruption and faster access to specificcapabilities like meetings and teamcollaboration from the cloud.”—Workplace Collaboration: 2019-20 Research Study –Technology Trends, Nemertes Research, 2019 Customer experience: Deliver an experience that intelligentlyrecognizes the activities before, during, and after everycustomer engagementThe CIO’s dilemma: innovation without igure 5. The CIO’s dilemma:innovation without chaosINVESTMENT OPTIMIZATIONUSER EXPERIENCEMIGRATION PATHCUSTOMER EXPERIENCE

Webex Edge for CallingeBookThe Webex single platform advantageWebex is a highly secure, scalable, and open, global businesscollaboration platform that integrates calling, messaging, meetings,team collaboration and contact centers with a rich suite of devices,to deliver magical experiences for users, teams, and customers.The Webex collaboration suite is delivered over the global Webexcloud, utilizing redundant, secure, Tier 4 data centers. Cisco’s globalWebex backbone ensures the best possible media quality for all yourWebex cloud services.Webex Calling is the unified communications as a service (UCaaS)app within the Webex collaboration suite, that also includes WebexTeams , Webex Meetings, and a complete range of integrated Ciscodevices for every room and situation. Enter a room with your unifiedWebex client running on your laptop or smartphone and the Ciscoroom device can automatically connect for a simpler, more engagingcollaboration experience.Single global cognitive collaboration platformCisco Webex PlatformMeetingsCallingTeamsJabberDevicesContact CenterAIIntegrationWebex Edge ServicesUnified user experienceFigure 6. Webex: A single, global, cognitive collaboration platform 2019 Cisco and/or its affiliates. All rights reserved.Workflow integrationsIntelligent customer journey

Webex Edge for CallingeBookIntroducing Webex Edge for CallingWebex Edge for Calling is a core part of the Webex platform strategy. It provides a single calling architecture that accelerates workplacetransformation and protects investments by enabling flexible, hybrid deployment paths to innovative cloud services. Offering a consistent, intelligentuser experience, it enables workplace transformation without business disruption.Webex Edge for Calling supports a hybrid architecture that connects Cisco Unified Communications Manager (UCM), Cisco UCM Cloud, CiscoHosted Collaboration Solution (HCS), and/or third-party PBXs directly into the Webex Calling cloud.Single global cognitive collaboration platformCallingMeetingsMessagingContact CenterWebexControlHubPSTN Webex Edge for CallingPSTNPSTNThird-party PBXFigure 7. Webex Edge for Calling hybrid architecture 2019 Cisco and/or its affiliates. All rights reserved.Webex CallingCisco HCS/UCM CloudCisco UC Manager

Webex Edge for CallingeBookWebex Calling offers several options for connectingyour business to the cloud, including:Webex calling PSTN options Cloud calling and collaboration bundled with publicservice telephone network (PSTN) access from a localservice provider Using your existing PSTN carrier, connecting via alocal gateway Subscribing to Webex Calling through a Cisco value-addedreseller (VAR), connecting to the PSTN through an authorizedCloud Connected PSTN providerCUBEBundled PSTNOver 25 serviceprovider partnerstoday!Local gatewayCloud connectedUse on-premisesgateway to break outto PSTNDirect connect to PSTNthrough the cloudBYO carrierFigure 8. Webex Calling PSTN options 2019 Cisco and/or its affiliates. All rights reserved.

Webex Edge for CallingeBookWebex Edge for Calling architecture supports your cloud migration with services at three levels — Network Services,Enterprise Services, and User Services.Network Services connect your sites and people to the cloud, with an option for a global enterprise dial plan for all sites, including existingPBX sites. Network Services enable you to offload on-net MPLS and off-net network traffic to the cloud.Enterprise Services let you centralize core enterprise routing services, like auto attendant, IVR, call queues, and voicemail in the cloud. Youalso get centralized management of your complete collaboration suite through the Webex Control Hub.User Services extend unified collaboration experience to all users. Even those on an Avaya PBX have access to Webex cloud collaborationservices for calling, messaging, meetings, and team activities. 2019 Cisco and/or its affiliates. All rights reserved.

Webex Edge for CallingeBookThe right start to your cloud journeySo what does this mean and how do you get started?Single global cognitive collaboration platformNewlocationsPBX end-of-lifereplacementsAdd apps:messaging,meetings,teamsRemote / mobileknowledge workersExistingbranchofficesCallingWebex Edge for Calling:MeetingsMessagingContact CenterWebexControlHub Webex Edge for CallingNetwork ServicesPSTN Enterprise Services User ServicesPSTNPSTNPSTNPSTNThird-party PBXThird-party PBXWebex CallingWebex CallingFigure 9. Webex single calling architecture supports cloud hybrid deployment models 2019 Cisco and/or its affiliates. All rights reserved.WebexContactCenterCisco HCS/UCM CloudCisco HCS/ UCM CloudCisco UC ManagerCisco UCM

Webex Edge for CallingeBookWebex Calling Network ServicesThere are many ways to start. You may want to begin the migration to the cloud with Webex Callingfor branches and remote knowledge workers. Then connect your on-premises systems, includingCisco UCM and third-party PBXs to the cloud, using Webex Calling Network Services. This gives youthe benefit of a global dial plan, with site-to-site calling and least-cost routing across all your callingplatforms. You can start to offload your MPLS network by routing on-net traffic over the secure, globalWebex backbone. You can even leverage the global Webex backbone to save money routing your offnet traffic through the Webex cloud for your international traffic. 2019 Cisco and/or its affiliates. All rights reserved.