new ways to engage customers on kiosks and interactive displays: an overview

Connecting with Customer Experience Solutions Platform

Sathish Somanathan,

Manager, Business Development

Software platforms Group

[email protected]

Interactive Experience Platform

Cisco Interactive Experience Platform Powering Context-Aware Digital Displays

Deliver interactive web apps and rich media on scalable platform

Offer real-time collaboration and video assistance

Personalize interaction to improve customer experience

Centrally manage from a single platform

A Platform For Interactive ExperiencesMultiple Points of Engagement for Visitors & Staff

•Multiple points of interaction

Digital Signs – Interactive & Non-interactive

Lobby Systems – Wayfinding, Directory, Remote Assistant

Internal applications – signage, assignment / resource status, etc.

•Highly Interactive, Personalized, and Relevant

Web applications & rich media content

Multiple levels of Interaction – Touch, IR, BYOD

Remote management – cloud based model

Collaboration integration for video assistant

IEP Digital Signage: Components

TV Provider

Cloud Services

Data

Local content

sources

Streaming server

Device Management

Cisco Interactive

Experience Manager

Content

Management Server

Digital Sign

Kiosk

IEC4650Signage TV

KioskIEC4650

Content Management

Content Management

Console

Remote

Control

Remote

Control

Centrally Managed

Intel® Broadwell

Processor with 32 GB

Available Storage

Stateless Web

OS Platform

Wide Range of

Communication and

Peripheral Support

• Repurposing web content

• Live two-way HD video interaction

for virtual assistant applications

• Touchscreen integration

• Kinetic scrolling

• Web clipping

• Web client automation (Cobra)

• Portrait or landscape

• Secure connections to

peripherals, mobile

• Native 4K resolution

• Video and 3D hardware

accelerator

Cisco Interactive Experience Client 4650

Video Camera Bar Code Reader Mag. Card Reader Printer

The Interactive Experience Manager (IEM) remotely configures and manages IEC4650 devices

Interactive Experience Manager

IEM Functions

Policy management

Remote monitoring

Notification

Logging and reporting

IEC4600 configuration

Session management

User management

Remote management

IEM comes VM-based Software server

Supports On-premise or Cloud based deployment models

Interactive

Experience

Client (IEC)

• IEC 4650

Interactive Services Solution Components

Interactive Experience

Management Platform

Interactive

Services

Endpoint

Optional components:

• Touch screens (3rd party)

• Enclosures (3rd party)

• Speakers (3rd party)

• Precision HD Camera

Call Manager (CUCM)

Collaboration end

points

VOD repository (vBrick)

Encoders & Video Head

End (Streaming Video)

Core Solution ComponentsPotential Additional

components

Content Management

System Platform

IEP– Connecting Many Resources

Content & Applications

Web Portal

Video repository Notifications Portal

Customer Information

Systems


Policy Management

User ManagementConfiguration

management

Event management &

Scheduling

Interactive Services

Endpoint

IEC 4600 Series

Notification ServicesDevice Management

Load profile,

configuration,

etc.

Content Management

System

Application & Data Sources – What is

Displayed/Shown

Video Broadcast

IEM – Acts like a “Session Resource

Manager”

USB

IR

HTML5

Web

Sockets

Content

and Media

Call Manager

Collaboration Infrastructure

IP Based SIP

telephony

SIP

USB

IEP Digital Signage: Components

TV Provider

Cloud Services

Data

Local content

sources

Streaming server

Device Management

Cisco Interactive

Experience Manager

Content

Management Server

Digital Sign

Kiosk

IEC4650Signage TV

KioskIEC4650

Content Management

Content Management

Console

Remote

Control

Remote

Control

Content Creation and Management

Available Widgets

• Live, 2-way video interactions

• Enables seamless transition from self-service to assisted service

• Multi-language support

• Use for remote assistance, virtual concierge, or other customer service or operational applications

• SIP Widget on IEC 4600 Cobra browser

• Integrates with Cisco UC & TP infrastructure

Video Concierge

Application and Layout Examples

Service Status &

Information

Information on available

services, special exhibits,

services status, etc.

Offers and

Promotions

Product and Service

information, along with

offers based on

interaction, location, etc.

Online

Catalog

Touch screen interaction

with “endless aisle” for

information and

ecommerce

Wayfinding &

Directory

Touch screen map with

shops, restaurants,

services and local

directory

Cisco Live 2013

3D Wayfinding with AD Integration

Patient Connect Solution Overview

TrendsPatient Satisfaction Has Never Been More Important

Focus on

Patient

Experience,

Improved

Outcomes,

Increased

Efficiency

Patients Are More Consumer Oriented

Need to Improve Patient Experience

Despite Constrained Resources

Value-based Purchasing Is Dependent

on HCAHPS Measures

Inform

• Wayfinding

• Schedule

• Care Team

• Location Aware

Educate Entertain Engage

• Education

Videos

• Condition

Based

• Orientation

• Discharge

• HDTV

• Movies

• Internet

• Wi-Fi Access

• Services/

Requests

• EHR Access

• Progress

• “My Visit”

Connect

• Video and

Sharing

• Concierge

• Care Team

• Translation

• Friends and

Family

Cisco Patient Experience SolutionsDelivering Personalized Information and Services

Deliver Interactive Patient Experiences Across Multiple Touch Points

Enterprise Grade Manageability, Open Standards, Integration

Interactive Patient and Guest Experience

Lobby

Systems

Waiting Rooms

and Exam Rooms

Patient

Room

Mobile

Engagement

Kiosks and

Signage at Entry

And Public Areas

Information,

Health

Education, and

Collaboration

Entertainment,

Education,

Collaboration, and

Interaction

Information & Services

Delivered to Personal

Devices

Cisco Patient Connect: Inpatient Room Solution

Cisco Patient Connect uses member

preference, location, presence, environmental,

and clinical system information to deliver a

better patient experience and personalized

care.

Improve Patient Experience

Increase Operational

Efficiency

Drive Compliance

and Care Outcomes

Patient Room ExperienceInpatient Care Application: Inform, Educate, Entertain, Engage, Connect

My Visit: PersonalizedInformation and Engagement

Personalized visit and

schedule information

Messages, Requests,

and Notifications

Care team information

Patient Survey

EMR integration via HL7

Nutrition System integration

Nutrition: Food Menu and Ordering

Deliver Patient Education

Access to documents,

videos, and content

Personalized by condition

Assign questionnaires

and surveys

Track status and completion

Integrate with Cisco Show

and Share

Support both hospital

owned content and third

party content

Integrate Collaboration into Interactive Applications

• Seamless integration with Cisco Unified Communications Manager (CUCM)

• Integrate with video contact center (UCCE/UCCX) for intelligent call routing and queuing

• Efficient management of call rules and speed dial buttons by unit or demographic

• External video collaboration using mobile devices & web portals (friends & family, etc.)

Patient Entertainment: HD IPTV, Web Browsing, Relaxation Content, and More

Notifications and Workflows

Workflows

Customized Diagnosis Based

Diagnosis Based

Pain Score

Admit

Discharge

Patient Survey

Patient Requests

Custom Workflows (per Scope)

Patient Connect: Clinician DashboardView and Interact with Patients

Clinical Dashboard Capabilities

Input Goals for the Day

Assign Educational

Videos to Patient

Track Discharge

Readiness for Patient

Respond to Patient

Requests and Messages

View Patient

Summary and KPIS

View Metrics & Generate

Reports

View Patient Schedule

Assign Tasks for a Patient

Assign Patient Surveys

Assign Custom

Workflows for Patients

Example Lobby Application Hospital Wayfinding/Directory

Interactive ServicesWaiting Room and Exam Room

Interactive Exam Room

Patient information, VODs, signage, and video call

Digital / Interactive Signage

External: IPTV, news, announcements, donor walls

Internal: Employee news, resource and schedule information, and video collaboration

Health Information Systems

EMR

Nutrition

Nurse Assignment

Cisco DCM

Video Head End –Typical Components

Encoders & Demodulators

Cisco Interactive Experience Manager

Cisco Data Center Components

Applications & Management

Cisco Unified Contact Center

Cisco Unified Communications

Manager

Collaboration

Cisco Show & Share

PC

Patient Room System

Kiosk System

IEC4632

Patient Media Experience UI

Pillow Speaker

IEC4632

Clinician

Cisco UC Endpoints

EX90

Nurse & Admin Dashboard

Cisco Patient Media

Experience Server

Cisco Remote Expert

Manager

Kiosk Application

Content Services

Cloud Services

Device Profiles, TV Listings, etc.

Patient Connect: High Level Architecture

Medical Applications

Interactive Services Endpoint

IEC 4600 Series


Policy Management

User Management Configuration management

Event management and Scheduling


Cisco Patient Connect

Web Portal

Admin/Nurse Dashboards Notifications Portal

Patient Information

Content Management Workflows

HTML5

Web

Sockets

Content

and Media

USB

IPTV Headend

Show and Share/ VOD Nurse Call/ Assignment

EMR

External Content Nutrition Systems

Video Systems

SIP

Other

HVAC and Lighting

Unified Communications Manager


Contact Center

RTLS

Load Profile,

Configuration,

etc.

IP-Based SIP

Telephony

IR

Open Architecture: Content and Peripherals

Thank you

Slides Mark Removed Follow

Cisco Confidential 42©2014 Cisco and/or its affiliates. All rights reserved.

SPG Platforms & Services Portfolio

Next Generation Enterprise

Capabilities

Software Platforms and

Services

• Integration Platform

• ServiceGrid

• Service Exchange Platform

• Data Virtualization

• Connected Analytics

• Data & Decision Sciences

• Prime Analytics

• EnergyWise

• Enterprise Mobility Services

Platform

• Interactive Services Platform

• Remote Expert Platform

• IP Interoperability &

Collaboration System

(IPICS)

• Smart Net Total Care

• Partner Support Services

• Smart Services – Commercial

• Configuration Management

& Compliance Service

• EnergyWise

• Smart - AS

iServices – Connecting Many Resources

Content & Applications

Web Portal

Video repository Notifications Portal

Patient Information

Systems


Policy Management

User ManagementConfiguration

management

Event management &

Scheduling


Endpoint

IEC 4600 Series


Load profile,

configuration,

etc.

Content Management

System

Application & Data Sources – What is

Displayed/Shown

Video Broadcast

IEM – Acts like a “Session Resource

Manager”

USB

IR

HTML5

Web

Sockets

Content

and Media

Call Manager


IP Based SIP

telephony

SIP

USB

Vertical Relevance

Finance

Healthcare

Retail

Transportation

OMNICHANNEL WORLD

Branch/Store Interactive Television

Kiosk

Social

Mobile

Video

Digital

Home

Customer Experience Solutions


Remote Expert/Mobile Advisor

Customer Media Experience

(PME / CME)

Connected Customer

Experience (CCX)

Software Platforms and Components

Experience Managers

Interactive Experience Platform (IEP)

Smart Locker

Patient Connect( PME)

Student Experiences(CME)

Smart Locker

Connect, Interact and

Transact Increase profitability by

intelligently connecting customers with

experts across attended and self-service

channels

Expand Cross-sell/ Upsell

Revenue Seamless customer capture via any

channel the customers chooses

Increase Customer

Satisfaction Personalized and

immediate access to information or

expertise

Reduce Operating CostsOptimized access to specialists allows

more customer interactions, while

eliminating travel costs

Enhance Regulatory

Compliance Built-in audio recording across all

customer-access channels provides full

audit trail

Business Outcomes

• Live, 2-way video interactions

• Enables seamless transition from self-service to assisted service

• Multi-language support

• Use for remote assistance, virtual concierge, or other customer service or operational applications

• SIP Widget on IEC 4600 Cobra browser

• Integrates with Cisco UC & TP infrastructure

Remote Assistant

Adapter Framework & ESB

Mobile/TV/Kiosk ExperienceIn room, Lobby, Exam Room

Media Experience Admin & Dashboard - Configuration, Monitoring, Management

IEP API Gateway - Single Signon, RBAC

IEP Presentation Platform - Reusable gadgets for admin and dashboard

IEP Adapter Framework –Integration with hospital systems / 3rd

party applications--Show&Share, EMR, Staffing, Medication, Rovi

IEP System Monitoring, AlertingComplex Event processing, Historical, Trending, usage monitoring

Modules/Recipes – TV Guide, Show & Share, Way Finding, Video Call …

Multi-App Runtime – Native, HTML5, IEC

Toolkit – Studio, IDE, CMS, App X Manager

Applications - Dorm Room, Signage, Kiosk, ioS/Android/Web Mobile

..

Components

Videos

Apps

Inte

ractive

Experience

Pla

tform

(IE

P)

API Gateway – REST SSO, RBAC

Rovi

IDP AD/LDAP

LexiPalRTLS EMR

Om

nic

hannel E

xperience

Pla

tform

(O

XP

) Multi-App Runtime

Native Apps

Android Apps

Mobile Web Apps

Kiosk Apps

Digital Signage

TV + Mobile

App X

IEC Engine

Native AppEngine

HTML 5 Engine

Video & Voice Call

Toolkit

CMS Editor

Studio

IEC

Interactive Experience Manager (IEM)

Policy Management

Device Management

Device Operations

Peripherals Management

User Management

Scheduler

8

6

Presentation PlatformReusable Gadgets

TV GuideFood

ServicesHL7

StaffAssignment

RTLS MNS Medication

TV Guide

VideosNews

WeatherSignage

WayFinding

Schedule

FAQSurveyFood &

BeverageVisitors Notifications

Medication

Goal of the Day

Games

Live TV

VoD

Music

WEB

Query Requests

APIs

REST APIs

Patient Care

Services

Media Experienc

eServices

AdminServices

MySQL CEP

BAM - Analytics

Food Service

Rauland Borg

NotificationShow n Share

Exte

rnal

Sys

tem

s

Dev IDE

AppxManager

0

0

1

1

2

2

3

3

4

4

5

5

6

7

7

8

9

9

Educate

Inform

Entertain

Services

Connect

Cisco Confidential 47©2014 Cisco and/or its affiliates. All rights reserved.

Interactive KioskPanasonic Display & Touch Overlay,

Cisco Interactive Experience Client & Manager

Cisco Collaboration

Digital SignageDisplay

Cisco Interactive Experience Client

& Manager

Untethered Employee Cisco Mobile Advisor

Cisco Collaboration

Retail Solutions Overview

Remote Expert Displays + Cisco Remote

Expert Solution

Digital Drive Thru

QSR System Displays +POS/Ordering + Cisco

Collaboration

Smart LockersDisplays & Cameras + Cisco Interactive

Experience Client & Manager

Managed Service Cloud

Cisco

Challenges

How to Meet

Growing Patient

Expectations

Increased

Transparency of

Data Related to

Hospital

Performance And

Patient

Satisfaction

Internal Pressure

to Increase

Patient

Satisfaction

While Facing

Operational

Constraints

Ability to Address

Regulatory

Requirements

As a Means

of Maximizing

Reimbursement

Rates

1 2 3 4

Patient Experience in Healthcare Vital

Source: PWC

Healthcare Is Important, But It Is Not Well Executed

Healthcare Provider

Hotels

Retail

Health Insurer

Airlines

42%

24%

21%

18%

17%

Experience Is More Important in Healthcare

Than in Any Other Vertical

And Yet It Is Ranked Next to Last in

Terms of How Well It Is Executed

Retail

Hotels

Healthcare

Airline

#1

#4

#6

#8

Source: PWC

The Patient Experience Imperative

Of Health Leaders Rank

Patient Experience

Among Their Top

3 Priorities

Top 3 Priorities

for Next 3 Years

Source: Health Leaders Media Intelligence Unit CDW Healthcare

30% of Value-based Payments from CMS Are

Already Tied to Patient Satisfaction, With Commercial

Payers Rolling Out Similar Programs

Research Shows That a Patient’s Previous

Experience Is Now Almost As Important As a

Physician Recommendation in Choosing A Provider

Patient Loyalty Translates into Revenue Potential for

a Typical Hospital

84%

1. Patient experience and

satisfaction

2. Quality and patient safety

3. Cost management and

reduction

Technology and the Patient Experience

Source: Health Leaders Media Intelligence Unit CDW Healthcare

Today’s Patients Are:

INFORMED SAVVY SOCIAL

52% of Patients Use

Health Information

Sites for Research

77% of Patients Used

Search Engines Prior to

Booking an

Appointment

1 in 4 People Use

Social Media to

Follow the Health

Experience of

Others

Lack of Technology Inside a

Patient Room Can Be a Real

Frustration Point for Patients

Top Technology Recommendation

to Improve Patient Experience:

Bedside-Interactive Computers

Today's

Patients

Expect

Personalized

Service and

More Control

Clinician Dashboard—Patient Status

Cisco Patient Connect: Admin Dashboard

Admin Dashboard Capabilities

Manage Educational Video

Content

Create & Manage Surveys

Manage Devices and

Locations

Create & Configure

Predefined Workflows

TV – Manage List of

Subscribed Channels &

Create Custom Channels

Define and Manage

Questions, FAQ,

Requests, etc.

Manage Patient TV “Apps”

Define and Manage

Speed Dial/Collaboration

Capabilities

Patient and Clinician Modes of Interaction

BYOD/ Mobile Device

Remote Control

MODES OF

INTERACTION

Pillow Speaker

Control

Swing Arm Touch

Screen Control

IR Remote

Control

Wireless Keyboard

and Mouse

Top Healthcare Organizations Around the Globe Depend on Cisco

http://www.adventisthealthsystem.com/Home.aspx

http://www.adventisthealthsystem.com/Home.aspx

Customer Journey– Finance

Remote Expert: In-Branch

Branch-in-Box

Cu

sto

me

r F

ac

ing

En

d P

oin

ts

Mobile

Advisor

Ex

pe

rts

Remote Agent Expert Expert Team Contact Center Agent

Self-Service: Information

Self-Service Transaction

Expert Center

Collaboration

Applications

Cisco’s Omni-Channel Solution PortfolioCustomer Experience Continuum

Validated Cisco UC Architecture Platform

Self Service

Mobile Device

Customized

Integration

Services

UCCX & UCCEAdv Services

Mobile Advisor

Remote ExpertKiosk

Remote ExpertMobile Remote Expert

Immersive

Email, Web,

Chat & Social

Branch / Store

End to End Cisco Advanced Services Portfolio

BasicStandard

Advanced

Nationwide Building Society

“The Cisco solution has helped us improve customer satisfaction and staff efficiency while at the same

time increasing mortgage sales. The business case in favor of the Cisco solution stacked up quickly.”

- Andrew Nation, Senior Manager, Future Customer Outcomes at Nationwide

Challenge Solution Results

• Improve customer satisfaction

• Enhance access to experts

• Reduce leakage of business to

competitors

• Deploy customer-facing, virtual

advisors, enabled by Cisco® video

collaboration in retail bank branches

• Facilitate the close of mortgage sales

in branch: printing, scanning,

accessing mortgage advisors from

central pool

• Manage unplanned and scheduled

meetings

• 67% improvement in new mortgage

business

• Double-digit improvement in customer

net satisfaction

• 67% reduction in cost of sale

More than 700 branches

More than $300 billion in assets

Major provider of mortgage loans and savings

External

Borrowers may have to wait weeks for branch adviser meetings Last week, a business development manager at one of the UK’s biggest lenders warned brokers at a Sesame Live conference

that customers could expect waiting times of up to a month to see a lender’s in-branch mortgage adviser.

Nationwide Building Society to deploy remote bankers

who will do your mortgage interview on screen 400 miles away

“This new Nationwide service has the potential to get people back into their local branches, and in many parts of the

country that is a good thing. The more services they can provide, the better it is for communities.”

--Derek French, founder of the Campaign for Community Banking

Business Challenges in Financial Services