Customer Service, Contact Center and Beyond…“I will transfer your call to an another agent” “Sorry I don’t speak Arabic” “This is the credit card

department, I can’t help, please call again and press 3” “I did enter my credit card, why do I have to

enter it again” “Your email is handled by a different department” “Your colleague already contacted

me, why are you calling regarding the same thing” “Do I really have to explain my problem again, I

called 5 minutes ago and talked to another agent”… we all had our share of frustration…

Is Cisco in the Contact Center Business?

‘99

‘00

‘01

‘02‘03

‘04 ‘05 ‘06 ‘07

Market entry

with GeoTel

acquisition

Industry’s First IP-Based

ACD (IPCC Enterprise)

Complete SME Contact Center inc.

advanced speech (IPCC Express)

Adv. speech self-service, intelligent

network queuing and treatment (CVP)Latigent

acquisition

Audium acquisition

First Version of

IP-IVR Released

WebLine

acquisition

Industry’s First IP Dialer Released

Multi-tenanted contact center

(IPCC Hosted)

Advanced speech analytics (CIA)

Agenda

• The roadmap for a better Customer Service…

• Case study from a leading bank…

• What’s new in Contact Centers…

The Challenge

From Employees

• Employees are a key driver of customer

satisfaction

– 39% of customers who defected last

year, did so due to a service

representative’s lack of knowledge

• Employees are less satisfied and less

loyal than ever

– 50% expect to change company inside

5 years

– 32% actively job searching

– 25% would not consider changing

Hudson – Why Employees Walk

The Challenge

From Customers

• Customers are more demanding,

more frustrated, less satisfied and

less loyal than ever

• They are also more educated than

ever, and they expect staff to be

knowledgeable

• They want choice, convenience

and consistency on every

interaction channel, 24 x 7

• Customers want organisations to

remember them

Companies Rarely Offer Compelling Customer

Experiences

Source: James Allen, Bain & Company,

0%

20%

40%

60%

80%

100%

There is a wide gap between what companies think they are delivering and what customers think they are getting

Companies whose

customers agree

Companies that believe

they are providing superior

customer experience

72% Gap

The Challenge

From the Business

• Increase profitability by creating customer loyalty

– A 5% improvement in customer retention can increase profits by

between 25 and 95%

– It’s 6-7 times more expensive to gain a new customer than it is

to retain an existing one

– Provides new up-selling and cross-selling opportunities

– Increases customer referrals Frederick Reichheld: The Loyalty Effect

AcquisitionCosts

Base Profit

Yr. 1

Base Profit

Additional Sales

Product Life Cycle

Customer Referrals

Premium

This should grow, because less expensive to serve

Yr. 2 Yr. 3 +

Cu

sto

me

r P

rofi

tab

ilit

y

Solutions...

Cisco Contact Center

Customer

Customer Collaboration ApplicationBranch or Contact Center Number

Customer ServiceReps

Branch

Self Service

Subject Matter Experts

Customer Collaboration without Boundaries

Drives Revenue through First Call Resolution

Source: Forrester Consulting: Unified Communications Delivers Global Benefits,

Being able to Quickly Escalate Customer Problems to

Experts has Multiple Business Benefits

Combining Enterprise Presence and Contact Center

services to drive differentiated customer service

4

Expert then takes the call on his or her IP or soft-phone which can be escalated to a videosession

BusinessValue

Rapid integration of Contact Center solutions and Enterprise users

Ease of management and streamlined user provisioning

Ability to reach right employee the first time -> better image to customers

Reduced number of handoffs and creating differentiation through enhanced Customer Experience with caller data presented to the expert

Agent transfers to a group of skilled experts and using Presence, available experts will be automatically offered the call

2

An Expert answers the call offer via an Instant Message which also includes caller information

3

Agent at the Contact Center receives a customer call that requires escalation to an expert

1

Scenario 1

Leveraging Presence, Self-service and Intelligent Routing

services to drive differentiated customer service

An Expert accepts the call offer via IM, then takes the voice or videocall on his or her IP or soft-phone

BusinessValue

Data Directed and Skills based routing to Enterprise users

Intelligent Directed or Broadcast Routing to Enterprise Users/Experts

No interaction by a formal contact center agent, hence saving scarce contact center resources

System presents a self-serviceapplication to collect information from the caller and finds the most skilled experts

2

Using Presence,available experts will be automaticallyoffered the call via Instant Messaging, along with caller information

3

Caller makes a call to an organization intended for a specializedknowledge worker or expert

1

Scenario 2

4

ICMICM

A

PSTN

1. Customer calls into the Contact Center

Expert Advisor Call Flow

IPCC selects a traditional agent

4. Agent transfers or conferences to an expert group

5. System selects expert(s) based on presence and competency level

3. Call gets routed to formal agent

Cisco

Unified

Presence

Server

2. Call is queued and self serviced

Dubai

KSA

Agents/IVR

based in

UAE

Bahrain

Queue

Qatar

Queue

Beirut

Queue

London

Queue

Hosted

Intelligence

Saudi

Arabia

Queue

Cairo

Queue

Traditional Call Centre

Thank you for calling MyBiz…

Press 1 for

Agents

UAE

Bahrain

Queue

Qatar

Queue

Beirut

Queue

London

Queue

Hosted

Intelligence

Saudi

Arabia

Queue

Cairo

Queue

Service Consistency

and Cost ControlThank you for calling MyBiz…

Press 1

Only when Agent is available

Leads to Lower Operational Cost

BANDWIDTH

REQUIREMENTS - Kbps

BANDWIDTH

RPICE/MONTH - $

Remote

Site # of calls

Traditional

IVR Cisco CVP

Traditional

IVR Cisco CVP

--------------

---

-------------

----

------------------

--- -------------------

------------------

---

----------------

-

Riyadh 15 512 256 $4,952* $2,970

Beirut 10 256 128 $2,970 $1,035

Qatar 15 512 256 $4,952 $2,970

Kuwait 10 256 128 $2,970 $1,035

Khartoum 15 512 256 $4,952 $2,970

Cairo 20 768 512 $6,437 $4,952

Manama 10 256 256 $2,970 $2,970

London 20 768 512 $12,875 $10,300

Paris 10 256 128 $5,275 $4,507

--------------

---

-------------

----

------------------

--- -------------------

------------------

---

----------------

-

$48,353 $33,709

TOTAL COST PER

MONTH

$14,644 SAVING PER MONTH

$175,728 SAVING PER YEAR

Reporting 2.0Cisco Unified Intelligence Suite

• One view of enterprise and contact

center reporting

• Real time/historical dashboards,

Scorecards and ad-hoc reporting

• Personalized information delivery

• Supports Cisco, Avaya, RSS/XML

and Workforce Management

environments

–Open standards enables flexible

integration into other environments

• Multi-Level security with permissions

and role management capabilities

Cisco iSupervisor

Team SelectionSkills

AgentsPhase 1 – Available on iTunes App Store

Supervisor Desktop On the Go

1. Team, Skill and Agent Summaries

2. Skill Detail

State of all the agents in the Skills

3. Agents-Team State

State of all the agents in the Team

Phase 2 – In Development

Mobile Dynamic Configuration Changes for Express

Mobile Cisco Unified Intelligence Suite for UCCE

Agenda

• The roadmap for a better Customer Service…

• Case study from a leading bank…

• What’s new in Contact Centers…

Enda Kesim

Business Development Manager

Voice Technology Group

Agenda

• The roadmap for a better Customer Service…

• Case study from a leading bank…

• What’s new in Contact Centers…

Agenda

• The roadmap for a better Customer Service…

• Case study from a leading bank…

• What’s new in Contact Centers…

Top Customer Care Industry Trends

Business to Consumer Video

• Video provides a "show

me" experience

• Faster, more intuitive

caller experience

• Richer caller interactions

• Supports 3G mobile video

and video kiosks

Network Optimization for CRM

• 12 modules with high interactive client

• 8Mbit/sec WAN link

• Script logs in, navigates to standard view, executes query

~30% Decrease

in Transaction

TimesDelivers

Substantial

Contact Center

Impact !

Cisco Digital Signage & Contact Center

Supervisors/Agents

Video Portal

Digital Media Players

Digital Media Manager

Customer Collaboration

Other Customers

Cloud

Community

Business

Partners

Enterprise

Experts

Customer Care

Reactionary

Today

Customer Care

Personalized

Tomorrow

Airline lost my luggage!

CCP

Customer Collaboration Platform

1. Capture

Customer Digital Care Agent

2. Analyze & Prioritize

3. Communication Workflow

4. Assign & Engage

Social Screen PopQuad for Social Customer Care and Brand Management

Brand

Metrics

Prioritized

Brand Mentions

Conversation

History

Social Customer

Profile Mashup

Brand Manager

dashboardCustomer Care

dashboard

Expert Routing

Social Media

Communication

Interfaces

Unified

Communications

Performance

Metrics

Cisco TelePresence Expert on Demand

High Touch Concierge Services

Contact Center Virtualization

Initial Cisco Unified Computing System support

• Unified Communications Manager

• Contact Center Enterprise

• Customer Voice Portal

• Development environment

VMWare Support

• Administration Workstation

• Peripheral Gateways

Additional Cisco Unified Computing System Packaging options

•Expert Advisor

•Contact Center Express

•Contact Center Hosted

•Intelligence Suite

•Cisco Agent Desktop

•CCMP

•E-Mail Interaction Manager

•Web Interaction Manager

• Appliance Model (same as UCM) to simplify

install, upgrades and reversion

• High Availability over the WAN for disaster

recovery

• Support for Cisco Unified IP Phone 89xx and

99xx Series as agent phones and cross-

cluster extension mobility

• Improved diagnostics through support for

Analysis Manager

• New Web 2.0 interface for Cisco Unified

Workforce Optimization Quality Management

• Additional Localizations

• Minor Desktop Enhancements

• Serviceability Pages

• Run on Virtual Machine (June 2010)

34

Unified Contact Center Express 8.0

• Platform and Installation Improvements

• Reporting Enhancements

• Outbound Improvements

• Cisco Agent Desktop Updates

• Multi-Line Support

• CCMP Updates

• Serviceability Improvements

• UCS Virtualization Support

• Updated Phone Support

• EIM / WIM Updates

• Expert Advisor Updates

• Reporting Evolution

35

Unified Contact Center Enterprise 8.0

Roadmap

شكًرا