Forrester conducted in-depth interviews with executives from five Cisco customers that have implemented Collaboration Optimisation Services.
The purpose of this study is to give readers a framework to evaluate the potential financial impact of engaging with Cisco Collaboration Optimisation Services for their organisations. TEI is a standard methodology developed by Forrester Research that captures and quantifies the voice of the customer relative to technology investments.
Forrester’s interviews and subsequent financial analysis determined that a composite organisation based on the organisations they interviewed would expect to experience a risk-adjusted Return on Investment (ROI) of 58% with almost immediate payback.
These interviews uncovered a number of important insights about customer organisations’ experience with Cisco Collaboration Optimisation Services:
Resolve Issues More Quickly
With Collaboration Optimisation Services, organisations were able to more quickly resolve issues by accessing skilled resources within. The engagement with Collaboration Optimisation Services typically included a proactive approach, such as the increased use of audits to prevent problems. One company interviewed stated that, since the start of its contract with Cisco Collaboration Optimisation Services, time spent on reactive tasks declined to 40%.
Reduce Risk and Leverage Knowledge
Risk management was one of the main drivers for engaging with Collaboration Optimisation Services. As the head of the engineering architecture group of one company stated, “The vendor has more knowledge than we have.”
By engaging with Cisco Collaboration Optimisation Services, these organisations wanted to reduce their risk and, in a sense, buy insurance for their collaboration architecture implementations.
Attain Best Practices Viewpoint
Access to industry best practices was also another key driver for these organisations. One customer noted, “We tried just doing it internally. What we found is that you are just one organisation and with no insight into what the rest of the world is doing.”
A Wealth of Resources
These companies leveraged various components of the Cisco Collaboration Optimisation Services service offering that include audits, design review, capacity management, software recommendation review, operations support review, strategy and architecture, and thought leadership on best practices.
Cisco Collaboration Optimisation Services includes the following four areas:Audits and Assessments; Optimisation Support;Operations Management; and Knowledge and Learning. Collaboration Optimisation Services provides remote delivery of Cisco support for the following families of Cisco’s products: Unified Communications, Customer Collaboration, Business Video, Conferencing, and Enterprise Social Software.
Get Started Today
To start a conversation and learn how Cisco Collaboration Optimisation Services could help your organisation, contact your local Cisco account representative or certified partner, or visit: www.cisco.com/go/collaborationservices
- Shorter timeframe for deployment of new network services
- Ease of administration and lower IT resource administration costs
- Ease of rollout for complex solutions and new functionality
- Improved staff training and knowledge transfer
- Improved user productivity and customer experience by stabilising collaboration architecture systems
- Improved collaboration architecture service availability
- Improved long-term planning for IT strategy and architecture
- Faster usage and adoption of new technology to achieve project ROI
- Better optimisation of Cisco technology
Source: The Total Economic Impact Of Cisco Collaboration Optimisation Services, a commissioned study conducted by Forrester Consulting on behalf of Cisco, May 2012.