Save to Innovate, Innovate to Win

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<ul><li>1.Save to Innovate Innovate to WinRui Correa dOliveira RibeiroSales Consultant Customer CollaborationCisco Expo Ankara October 10, 2012 2011 Cisco and/or its affiliates. All rights reserved.Cisco Public 1</li></ul> <p>2. Productivity Innovation Growth Productive and accessible Strategically aligned Satisfied and loyalmobile workersorganizationcustomers Effective virtual teams Flexible and innovative New and innovative IT Interactive and engaged working options modelsemployees 3. Secure access toinformation and people Find expertise and Mobile from any device, information; enable proactive customerSocialanywhere. interaction. Enable high-quality interaction from anywhere,Visual in real time and offline. Deliver agility and scale on demand; create rich media with VDI economics.Virtual 4. 2011 Cisco and/or its affiliates. All rights reserved. Cisco Public 4 5. MOBILITYSMARTPHONESMOBILE VIDEO 80% of people in the40% of US mobile56% of smartphoneworld own a mobilephones are users watch videosphonesmartphones30% of mobile users live Two thirds of users71% of the worlds mobile in India or China 25-34 own a smartphone data traffic will be video in2016 6. 2011 2012 201350% of computing devices are 73% of enterprise workers 80% of businesses support smartphones or tablets are mobiletheir workforcewith tablets 7. Customer Supervisor AdministrationExperience ExperienceExperience 8. 2011 Cisco and/or its affiliates. All rights reserved. Cisco Public 8 9. 70% of businesses ignore complaints on Twitter 83% of people who complained on Twitter liked orloved a response bythe companyBusiness-to-business marketers are spending millions of dollars annually on social-marketing programs, though nearly 30% are not tracking the impact of social- media programs on lead generation and sales. 10. 2011 Cisco and/or its affiliates. All rights reserved. Cisco Public 10 11. Remote Expert/KioskMobile Phone Internet Browser IM Client On DemandLife-like, in-person video3G/4G/WiFi Access Browser-based applications Commonly used clients Video broadcast to desktop collaboration PCs Any Device Two-Way Customer Collaboration Common Routing and Reporting Network Recording 12. 2011 Cisco and/or its affiliates. All rights reserved. Cisco Public 12 13. Customer Unified CollaborationCommunications CollaborationApplications Telepresence 14. 2011 Cisco and/or its affiliates. All rights reserved. Cisco Public 14 15. Combining Traditional Toolswith the Power of the FutureSocial Media Speech Customer CareSelf-Service VirtualContact Center Routing &amp; ReportingMulti-MediaCapture &amp; Storage Customer CollaborationWeb 2.0Agent DesktopUC Integration/MobilityVideo-Enabled Multichannel / CRM Customer Care 16. Wave 3: ExperienceWave 2:RelationshipWave 1:Cost Drive, run, or walk to your customers with technology, information, and personalized service. Tom Kelley IDEO 17. from ato ato an Place SystemEnterprise ServiceSTRATEGY CostRelationshipExperienceMANAGEMENT Operations+Marketing+Branch MODEL +Retail +Value Chain METRICS Average Hold Time Wallet ShareNet Promoter Score Average Speed to Answer Occupancy Customer Satisfaction First Contact Resolution Cost per call Closure Rates Cycle Time Lead Conversion ROI 18. ContactCenterProvide Multichannel Customer ServiceExtend traditional technologies with video, mobile content, and social media for moreinteractive and collaborative relationshipsReduce the per-interaction cost of delivering customer serviceIncrease up-sell and cross-sell opportunities via the contact centerIntegrate customer-oriented workflows to include experts via instant messaging and video 2011 Cisco and/or its affiliates. All rights reserved. Cisco Public 18 19. DesklessLocate and Access Remote ExpertsCreate a virtual pool of experts, whether co-located or dispersed within a globalnetworkInstantly interact with experts face-to-faceBring the best value resource in front of the customer through business roles selectionUse the technology to focus on people (Your customers) 2011 Cisco and/or its affiliates. All rights reserved.Cisco Public 19 20. Experience Social miningProactive contactCrowdsourcing Video Social CRM integrationRelationship Customer relationship management (CRM) Computer telephony integration (CTI) Intelligent routingPortalsIntegrated customer analyticsCost Call centers 800 service Interactive voice response (IVR)Workforce optimization (WFO)AnalyticsReporting Schedule and forecastingCloud Virtual servers/desktops 1980s1990s2000s 2010+ 21. Big Iron AppliancesDistributed Systems Applications and Platforms Application LayerCTICRM MobileWFOIVRWFO Social BPM Web MultiWFOACDChannelCTICollaboration Services MultiACD ChannelRouting Agent IB/OBCTISelectionVoiceIVR SessionVoiceRecordingVideo MgmtPortalInf rastructure Services BorderlessGatewaysSecurity QoS NetworkingWalled Garden Distributed Dynamically Networked 22. WAVE 3Complete ExperienceWAVE 2Customer RelationshipWAVE 1Cost and EfficiencyTechnology ImperativesCisco Solution SetsSite virtualizationIntelligent routing/universal queue/channel integrationSocial CRMCisco Unif ied CCE,and CCX, Unif ied Mobile AgentSocialMiner CCXUnif ied CCE, Finesse DesktopDesktop/server virtualizationWeb/IVR integrationVideo Cisco VXI, CiscoVoicePortalCustomer Share, TelePresence, WebEx Show and UCSSIP trunking of customer, cradle to grave reportingUniversal viewProactive careCisco Unif ied dialer, collaboration-enabled business transformation (CEBT)SIP outbound Border Element/Unif ied SIP Proxy Intelligence CenterCradle to grave reportingEnterprise social/collaboration Cisco Unif ied Social, Finesse Desktop, WebExWebex Intelligence Center 23. CRM Magazine Annual Cisco SocialMiner: Best of Cisco SocialMiner: Retail Asian Banker Award 2011Service Awards, March 2012Enterprise Connect 2011 TouchPoints Next-Gen Retail Best Contact CenterCisco rated Winner in IVR Awards 2011 Social MediaDeployment in regioncategoryCisco rated Leader inContact Center Infrastructure 24. ACD Shipments, CYShipments (in thousands)460ACD Shipment Growth (total 500 450362371seats) 400 350 264280 +26% CAGR since 2003300241 250164 200133 15074 10050 0 20032004200520062007 2008200920102011ACD TotalIVR Shipments, CY Shipments (in190thousands) 200IVR Shipment Growth (new 120 150115ports) 10064 7762 +40% CAGR since 2004 365018 0 2004 2005 2006 2007 20082009 2010 2011 IVR New 25. 60 50% Market Share 40 30 20 10 0 2007 20082009 2010 20112012 20132014 2015 2016 2017Avaya/NortelAlcatel-Lucent/GenesysCiscoSources: Cisco analysis, Gartner. Measured in revenue. 26. 70 60% Market Share 50 40 30 20 10 0 2007 20082009 2010 2011 2012 2013 2014 2015 2016 2017Avaya/NortelAlcatel-Lucent/GenesysCiscoSources: Cisco analysis, Gartner. Measured in revenue. 27. 400,000 41.2%Ports Shipped* 300,000 200,000 16.2%12.7% 100,0006.5%0Cisco Genesys Avaya/NortelIntervoice*Source: Tern Systems: Telephone Self-Service: Markets, Products, and Suppliers," August 2012 for CY2011Numbers include new and upgrade IVR ports as reported by Cisco 28. Colored arrows depict movement from the 2011 MQ. Avaya andGenesys both DECREASED in Vision and Ability to Execute.Cisco LEADS all vendors in Ability to Execute. The Magic Quadrant is copyrighted June 2012 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartners analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the Leaders quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. Gartner: Magic Quadrant for Contact Center Infrastructure, June 2012 Drew Krauss, Geoff Johnson, Steve BloodThis Magic Quadrant graphic was published by Gartner, Inc. as part of a larger research note and should be evaluated in the context of the entire report. 2011 Cisco and/or its affiliates. All rights reserved.Cisco Public 28 29. Enhanced Collaboration Across Multiple SitesChallenge:Solution:Accelerate performance across multiple US 40 TelePresence systems in subsidiaries 15 sitesDeliver excellent member experience and meet MeetingPlace and Personal Communicator for strict government SLAs desktop collaborationFree up funds for services that directly benefit Contact Center Enterprise and Customer Voice membersPortal Reduced travel costs by 10% (expected) Business Reduced typical meeting time by 50%Value Avoided staff increases by shifting 20% of calls to self-serviceC97-710773-00and/or its Cisco and/or rights reserved. rights reserved. 2011 Cisco 2012 affiliates. All its affiliates. AllCiscoCisco PublicConfidential 3030 30. Transforming Customer CareChallenge: Solution:Drive customer intimacy through lifecycle Contact Center Enterprise and Customer Voice Portal give customers what they want, when they want it,Time to Market: services &amp; off shorethrough the best channelImprove agent productivity &amp; visibility Multiple Application Pop via CADComplex incumbent Avaya &amp; Genesys Scalable-edge self-service option for movies-on-Zero incremental cost business case demand and pay-per-view Single source for reporting metrics Saving $1M+ annually with Cisco platform Business Served 67% more customers only 11%+ costValue Increased self-service interactions from 15% to 60% Complete network refresh with no unplanned outagesC97-710773-00and/or its Cisco and/or rights reserved. rights reserved. 2011 Cisco 2012 affiliates. All its affiliates. AllCiscoCisco PublicConfidential 3131 31. Cost Effective Customer Care Differentiated self-service for a growing customer baseChallenge: Solution: Cellular provider: differentiate IVR service to gain Cisco Unified Customer Voice Portal for voice self-competitive advantageservice Reduce customer care costs Integrated CRM database for personalized Scale customer care for strong growthinteractions Speech recognition/Text-to-Speech option for hands-free use Shifted 2 million daily calls from human agents to self-service Reduced average hold time by 6 seconds per call saves ~ US$1 million/yearBusiness Value Bandwidth costs reduced by 18-20% Increased customer satisfaction from 3.75 to 4.2 2011 Cisco and/or its affiliates. All rights reserved. Cisco Public 32 32. Saudi Arabias leading provider of fixed, mobile, and broadband services, with over 15 millionmobile and 4.5 million home subscribersSolution:Challenges: Complete system audit by Cisco Advanced Services Complex multi-vendor environment with Avaya , Cisco, andcustomized partner elements Full system upgrade to latest releases Older versions reaching end-of-support Native SIP integration between Avaya ACD and Cisco Unified CVP(now at 10,000+ ports) Desire to migrate to SIP; leverage new features Queuing via Cisco Unified CVP Unified reporting; trunk group utilization monitoring Benefits: Architecture being optimized for efficiency, flexibility, and scalability Leveraging SIP-based capabilities on CVP: -- Higher port density -- Courtesy Callback -- Post-call survey -- Automated agent greeting and whisper announcement 2011 Cisco and/or its affiliates. All rights reserved. Cisco Public 33 33. Navigate market transitions, such associal media, proactive care, and analytics Align with customer care business strategies: cost management, customer relationships, completecare experience Complement investments in Ciscos collaboration portfolio for enhanced experiences andaccelerated ROI 34. Mario GianniConsulting Systems Engineer 35. www.cisco.com/go/cc 36. Thank you. 37. For larger statements and quotes, use this slide layout to format the long references in all of your presentations.Source Name Placement </p>