As part of Cisco’s vision for a Digital Enterprise, the Process Digitization Center of Excellence has embarked on a journey to transform and digitize the business processes on its iBPM SaaS platform, thereby providing seamless customer experience by unifying the underlying applications, data, systems of record and infrastructure. With 21 processes enabled across 14 business domains, this session provides an enterprise wide capability view of the use cases that has helped business and IT to evolve to the next generation of Digitized Business Process Management and Automation. Presented at Pegaworld 2016.

1. 21 Business Processes and Counting
How Cisco is enhancing the Customer
Experience through Digital Transformation
Cisco Systems Inc. & Capgemini
©2016 Pegasystems Inc.

2. 2
Santosh Krishnakumar
iBPM Chief Architect
Cisco Systems Inc.
Gilvin Lowell
Pega Process Digitization Practice Lead
Capgemini US LLC
Abhijit Banerjee
iBPM Program Manager
Capgemini US LLC

3. Cisco Enterprise Digitization : Vision
3
Intelligent Business Process Management (iBPM)

4. iBPM : Enabler for Enterprise Process Digitization
4
EnterpriseSecurity
Unified User Experience
EnterpriseData
Cisco iBPM SaaS
Business
Rules
Management
Dashboards
&
Reports
Predictive
&
Adaptive
Analytics
Business
Process
Modelling
Workflow
&
Task
Management
Business
Process
Automation
Process Digitization

5. 5
EnterpriseSecurity
Unified User Experience
EnterpriseData
Cisco iBPM SaaS
Business
Rules
Management
Dashboards
&
Reports
Predictive
&
Adaptive
Analytics
Business
Process
Modelling
Workflow
&
Task
Management
Business
Process
Automation
Process Digitization
Cisco iBPM SaaS
RTP, NC
Amsterdam, BV
Richardson & Allen, TX
High Availability DR
EMEA
IBPM
Saas
IBPM
Saas
IBPM
Saas
Unified Experience
ExternalizationAccess Control
Rules Repository Enterprise Components
Center of Excellence
Reduced Total
Cost of Ownership
On Demand
Provisioning
Multi-tenant
Architecture
Cisco IT
Private Cloud$
Proactive Business
Process Management
Faster Time to Market
Empower Business
and Customers
Real Time Visibility
to Business Process
Predictability and
Transparency
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Pega 7

6. 6
EnterpriseSecurity
Unified User Experience
EnterpriseData
Cisco iBPM SaaS
Business
Rules
Management
Dashboards
&
Reports
Predictive
&
Adaptive
Analytics
Business
Process
Modelling
Workflow
&
Task
Management
Business
Process
Automation
Process Digitization
EnterpriseSecurity
EnterpriseSecurity Application Access
• Web-proxy intercepts requests
• Redirects user to SSO Page
Authentication
• OAM Authenticates enterprise user
• Forwards request to Pega application
Authorization
• Cisco Framework Authorizes user for application
• Redirect to the User or Developer Portal
Leverage Enterprise Single Sign-On capability
Delegated User and Access Administration
Centralized Security Policies
Unified Internal and External access control
for application users
Supports fine grained access control via
user profile attributes

7. 7
EnterpriseSecurity
Unified User Experience
EnterpriseData
Cisco iBPM SaaS
Business
Rules
Management
Dashboards
&
Reports
Predictive
&
Adaptive
Analytics
Business
Process
Modelling
Workflow
&
Task
Management
Business
Process
Automation
Process Digitization
EnterpriseData
Disparate Systems of Record
Business Process Automation
requires Information Exchange
High Data Volumes Innovation requires planning & effort
Cisco Enterprise Data & Information Exchange – Pre iBPM

8. 8
Standardized Information
Exchange
Leverage & Reuse Enterprise
Data Object Models
Standard Data Interaction
Patterns
Innovation On-Demand
Cisco Enterprise Data & Information Exchange – Post iBPMEnterpriseData

9. 9
EnterpriseData
Data Interaction Patterns in iBPM
Pattern #1
iBPM Platform
Pega
Repository
Canonical
Data
System of Record (SoR)
Enterprise
Data
Source #1
Enterprise
Data
Source #2
Enterprise
Data
Source #N
Oracle Golden Gate
(Near Real-time Read)
API
(Real-time Write)
Pattern #2
iBPM Platform
Pega
Repository
Transient
Data
System of Record (SoR)
Enterprise
Data
Source #1
Enterprise
Data
Source #2
Enterprise
Data
Source #N
Custom Java Adaptor
(Near Real-time Read)
API
(Real-time Write)
API
(Real-time Read)
Summary
snapshot

10. BUSINESS PROCESS
AUTOMATION
10

11. 11
iBPM as a Service
Connected
Supply Chain
Cisco Dev. Org.
Global Services
Logistics
Organization
Cisco Commerce
Services
Contract
Mgmt.
Corporate
Finance
Corporate
Finance-
Employee
Services
Enterprise Data
Services
Business Process
Modeling
Customer
Partner Services
Cloud
and
Software
Sales, Coverage,
Crediting and
Comp.
Channel
Partners
Enterprise RMO
iBPM Business Process Domain Landscape

12. 12
Sales Control
Rules Engine
(SCoRE)
Business Rules Management Workflow & Task Management
Sales Discount
Guidance
(SDG)
Business Process Modelling
Dashboard, Reports & Analytics
iBPM Business Process Capability Drivers
Gift, Travel &
Entertainment Tool
(GTET)
Business Process
Modeler
(BPA)
Integrated
Collection
Management
System (ICMS)
Customer
Partner
Services
Global Service
Logistics
(GSLO)
Channel
Partners
(PMA)
Enterprise Release
Management
(Project Entry)
Cisco Engg.
(TARGA)
Sales Crediting
(TSL)
Sales Crediting
(MPAL)
Software
(PnP)

13. 13
Orders (Capture
& Booking)
CCW
ALLN
AMS
Interfaces / Web Services
Quotes CSCC
Mass Mat/
PA
SMS3
ServiceOrder
Management
Order Management
(R12)
1
Platform was put in place
to support rules
management for orders
3
If the order originates
outside of US, a booking
decision must be made
4
Additional services
leverage the same process
as 1-3 above
Leveraging existing
architecture, rules which have
been created for Orders are
reused for new clients
2
Orders are checked
against a set of rules
Shipping
Resale
Services
Sales Controls
Credit Check
Subscription
Order
Validated
2 Booking
Decision
3 Reuse
With Other
Services
4
RCDN
Order
placed
2
Order
Booked
3
RTP - DR
BRMS
SaaS
1
Rules Hot-sync
Sales
Control
Rules
Engine
Business Rules
Administration Interface
Rules Hot-Sync
across Pega Instances
Highly Optimized Design for
Service Response Time

14. 14
Gifts, Travel &
Entertainment
Tool
Administration Portal
for Case re-assignments
Proxy Approver
Administration
Dynamic Case Routing

15. 15
iBPMSaaS
DEV Stage Prod
Business Process Execution
PROCESSACTORS
Knowledge
Exchange
Web Server
OracleorSQL
ServerDatabase
Global Repository
Model Warehouse
Firewall
OpenTextCloud
Cisco
iBPMSaaS
Stage Prod
BPMPortal
BPMPortal
Automated
promotion
Business Process Design
Transition to Execution & Automation
Vision &
Strategy
IT Operations Business
Migrate from ProVision to PegaPrior State
Modelers Analysts BusinessDevelopers Users
Enhanced User Experience Unified Modeling and Execution Enterprise reuse for modeling
Business
Process
Modeler
Tool

16. 16
Integrated
Collection
Management
System
ORACLE 11i
US/CAN/JAPAN
ORACLE 11i
NETHERLANDS/ITALY
ORACLE R12
AUSTRALIA/UKH/BRAZIL
ORACLE ERP SYSTEMS INTERNAL TOOLS
San Jose
USA
(53)
Warsaw
Poland
(70)
Dalian
China
(52)
NC
USA
(25)
Bangalore
India
(175)
Singapore
(1)
Buenos Aires
Argentina
(5)
Sao Paulo
Brazil
(4)
Amsterdam
The Netherlands
(70)
High Cost of
Productivity
3 ERP Systems
and Internal Tools
~129,000 hrs/ qtr
of Manual
Processing
Limited
Collections Mgmt
& Reporting
Capabilities
Business
Problem
High Data Volume Business Critical Application
End to End Process
Transformation

17. 17
Integrated
Collection
Management
System
Integrated Collections Management Systems - iBPM
San Jose
USA
(53)
Warsaw
Poland
(70)
Dalian
China
(52)
NC
USA
(25)
Bangalore
India
(175)
Singapore
(1)
Buenos Aires
Argentina
(5)
Sao Paulo
Brazil
(4)
Amsterdam
The Netherlands
(70)
ORACLE 11i
US/CAN/JAPAN
ORACLE 11i
NETHERLANDS/ITALY
ORACLE R12
AUSTRALIA/UKH/BRAZIL
ORACLE ERP SYSTEMS INTERNAL TOOLS
Productivity
Increase by
22%Global user
adoption of
350+
Time spent on
disputes
decreased
18%
Time spent on
credit holds
decreased
6%
Scalable to
align with
business
growth
Enhanced User Experience Unified Dashboard
System of Innovation for
Process Agility

18. 18
Reduced Total
Cost of Ownership
On Demand
Provisioning
Multi-tenant
Architecture
Cisco IT
Private Cloud$
Proactive Business
Process Management
Faster Time to Market
Empower Business
and Customers
Real Time Visibility
to Business Process
Predictability and
Transparency
Cisco Services- Global Services
Logistics Org. Command Center
 Faster Time to Capability – Months
to Minutes
 15% inventory transition from new
buy to repair
 10% Reduction in RMA’s
Customer Partner
Experience- Order Expedite
 75% Annual operational cost
reduction
 66% Average case handling time
reduction
Cisco Commerce- Sales
Control Rules Engine
 $4M Annual cost avoidance
 Faster Country / Compliance Rules
Enablement – Months to Days
Corporate Finance- Integrated
Collection Management System
 22% User Productivity Increase
 6% decrease in Credit Holds duration
 18% reduction in Dispute resolution
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Pega 7
iBPM Process Digitization – Business Outcome

19. Presentation Title Presentation Title
Second Line
Author
Title
©2016 Pegasystems Inc.
Q & A