understanding the third wave of customer interaction
DESCRIPTION
With the increasing focus on customer loyalty from all levels of the enterprise, contact centres have a unique opportunity to move beyond their historical focus of cost cutting and efficiency to the realm of superior Customer Experience. Explore a new dimension for intimate customer interaction using Social Media such as Twitter, Facebook and more with this intriguing topic and discussion. Learn first hand from our Director of Cisco Contact Centre platforms on how this exciting collaboration method is a new opportunity to get better connected with your customers in a very unique way and how it can become an integral channel within your total Cisco Contact Center solution. Understanding what your clients are saying about your company in the public domain and how to proactively manage those in a dynamic way with your contact center, is the theme of this session. This session will also cover some key additions to Cisco's Unified Contact solutions portfolio, including a new Web 2.0 agent desktop, video enhanced customer care, integration of the contact centre through enterprise quality management, and more.TRANSCRIPT
© 2011 Cisco and/or its affiliates. All rights reserved. 1
#CNSF2011
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Segmentation Routing
Precision Routing
Natural Speech Integrated Customer Analytics
Voice IVR
CTI CRM Outbound
Effectiveness
Efficiency ACD
800 Service
Multisite Load-
Balancing Schedule/
Forecasting
Borderless Networks
Cloud and SaaS
Virtual Servers/ Desktops
IP Telephony
Contact Recording
Reporting
WFO
Analytics
Social Mining
Social CRM Integration
Proactive Contact
Crowd Sourcing
Video
Transformation
Cost Management
Wave 1
Customer Segmentation
Wave 2
Customer Collaboration
Wave 3
© 2011 Cisco and/or its affiliates. All rights reserved. 3
Multichannel / CRM
Enterprise Collaboration
Collaboration Agent Desktop
Video-Enabled Customer Care
Virtual Contact Center
Routing and Reporting
Speech Self-Service
Social Media Customer Care
Multi-Media Capture
and Storage
Customer Collaboration
Today Emerging
Cisco Customer Collaboration Portfolio
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Scalability Eight-fold performance increase in past years
SIP From Session Border Controllers
infrastructure to application enablement
Web Service APIs Open Standards with REST Web Services
Open Recording Architecture Introducing Open Standards to Reduce Cost
Social Network Integration Work activity based on Social Network information
Network-based Dialing Scalable SIP Dialer
Robust Analytics Web-Based Analytics
Web 2.0 Desktop Gadget-Enabled Collaboration Portals
XMPP Real-Time Messaging and Presence
Virtualization Server and Client virtualization
Video Business and Consumer Video
HTML5 Dynamic Applications in the Browser
© 2011 Cisco and/or its affiliates. All rights reserved. 5
Cisco Finesse
Cisco Finesse Where Customer Collaboration Comes Together
Speed and efficiency in serving customers
Highly customizable
Web 2.0 extensibility
Leveraging Cisco development in enterprise social software
IT-Friendly Collaborative Experience
Cisco Finesse
Agent tools to reduce handle time and improve caller experience
Empower agents through the use of a user-center designed product
Powerful Ecosystem
Seamless collaboration integration
Intelligence Center
SocialMiner MediaSense WFO
Standards Compliant Thin Client
Partner Differentiation through business and vertical applications
Partner Application Showcase and Reference Store
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Out of the box feature-rich desktop
Integrated 3rd party browser-based app without development
Customize out of the box desktop Changing out of the box gadgets Adding 3rd party gadgets, integrating into CRM apps
Build your own, using Finesse standard Web API
Modular Architecture enables targeted customization Out-of-the-box & custom components within the same desktop
Cisco Finesse Web Services
Cisco Finesse Gadgets
Calabrio Workforce Management
Cisco Finesse Gadgets
NICE Quality Management
Cisco SocialMiner
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Bringing Scale to Social Media Customer Care
1. Capture
2. Analyze & Prioritize
3. Communication Workflow
4. Assign Customer
Airline lost my luggage!
Customer Care Agent 5. Engage
Cisco SocialMiner Social Media Customer Care
Cisco SocialMiner
Industry Feedback
Best of Enterprise Connect 2011 This award honors companies who have made significant technological advancements to benefit the enterprise communications market
NGR Retail TouchPoints Award Next-Gen Edge: SocialMiner offers retailers the ability to configure multiplecampaigns to search for customer postings on the public social web about products and services.
Overview • Enable proactive customer service by queuing and assigning social web posts to
appropriate staff
• Complement brand monitoring dashboards
Cisco SocialMiner
Features Real-time capture of social media postings
Social media campaign management
Route and queue contacts to experts
Tagging
Social Screen Pop
Real-time Notifications via Instant Message, Email, and Text
Social media customer care metrics
Rich set of Platform API’s for customization
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Cisco SocialMiner
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Social Media Customer Care Maturity Model
Level 1
Level 2
Level 3
Level 4
Listening
Social Media Broadcasting
Social Media Marketing
Social Media Customer Care
Proactive Engagement
Occasional reporting Reactive/surprised by social media
Facebook page and Twitter presence Broadcast standard marketing via social media
Social Media strategy
Engagement marketing
Scalable engagement process
Teams work queues
Proactive Customer Care
Proactive Sales
Brand dashboarding Minimal customer care
involvement
Managed process Team activity
reports
Social Media Business Intelligence
Level 5
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A Portfolio Approach
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Standards
Interoperability
Network readiness
Increased customer expectations
Different customer entry points
Video storage and recording
Bandwidth
User interfaces
Usability
Consumer vs. Business
Connectivity Interactivity Capacity Experience
© 2011 Cisco and/or its affiliates. All rights reserved. 19
medianet
Kiosk
Life-like, in-person video collaboration
Mobile Phone
3G/4G/WiFi Access
Internet Browser
Browser-base applications
IM Client
Commonly used clients
On Demand
Video broadcast to desktop PCs
Any Device Video Customer Collaboration Common Routing & Reporting
Network Recording
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Enable any-to-any in the network
INTEGRATION – MOBILITY – FLEXIBILITY
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Cisco MediaSense
Ubiquitous Recording Network-Based Media Forking Fiber Channel SAN Storage
Web 2.0 APIs enable Partner Community
Multimedia Capture and Storage
Network Media Capture (Recording)
Application
Application Interface
Policy Mgmt
Biz Rules
3rd Party Apps
3rd Party Apps
3rd Party Apps CRM
VoiceXML
Media Capturing, Streaming, Storage
and Processing
Connection Interface
Network
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Additional vendors in various stages of discussion …
• Cisco Developer Network (CDN)
• Interoperability Testing Program
Under development
Thank you.