Understanding the Third Wave of Customer Interaction


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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.

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Understanding the Third Wave of Customer Interaction

  1. 1. #CNSF2011© 2011 Cisco and/or its affiliates. All rights reserved. 1
  2. 2. Wave 3 Transformation Proactive Customer Contact Video Social Collaboration CRM Social Crowd Integration Mining Sourcing Wave 2 Effectiveness CRM CTI Segmentation Precision Customer Routing Routing Segmentation Outbound Integrated Voice IVR Natural Speech Customer Wave 1 Analytics Efficiency Multisite Reporting Analytics Cloud Cost ACD Load- IP and SaaS Management 800 Service Balancing Telephony Contact Borderless Virtual Schedule/ Recording Networks Servers/ Forecasting WFO Desktops© 2011 Cisco and/or its affiliates. All rights reserved. 2
  3. 3. Cisco Customer Collaboration Portfolio Social Media Virtual Customer Care Contact Center Speech Routing Self-Service and Reporting Collaboration Customer Multi-Media Capture Agent Desktop Collaboration and Storage Multichannel / Enterprise CRM Collaboration Video-Enabled Customer Care Today Emerging© 2011 Cisco and/or its affiliates. All rights reserved. 3
  4. 4. Virtualization Web 2.0 Desktop Server and Client virtualization Gadget-Enabled Collaboration Portals SIP From Session Border Controllers infrastructure to application enablement Network-based Dialing Scalable SIP Dialer Scalability Video Eight-fold performance increase in past years Business and Consumer Video Robust Analytics Open Recording Architecture Introducing Open Standards to Reduce Cost Web-Based Analytics HTML5 Web Service APIs Dynamic Applications in the Browser Open Standards with REST Web Services XMPP Social Network Integration Real-Time Messaging and Presence Work activity based on Social Network information© 2011 Cisco and/or its affiliates. All rights reserved. 4
  5. 5. Cisco Finesse© 2011 Cisco and/or its affiliates. All rights reserved. 5
  6. 6. Cisco FinesseWhere Customer Collaboration Comes Together  Speed and efficiency in serving customers  Highly customizable  Web 2.0 extensibility  Leveraging Cisco development in enterprise social software
  7. 7. Cisco Finesse Collaborative Experience IT-Friendly Powerful Ecosystem   Seamless  Agent tools to collaboration   Partner reduce handle integration Differentiation time and improve  Intelligence through business caller experience Center and vertical   SocialMiner applications  Empower agents   MediaSense through the use  WFO   Partner Application of a user-center   Standards Compliant Showcase and designed product   Thin Client Reference Store
  8. 8. Modular Architecture enables targeted customization Out-of-the-box & custom components within the same desktopOut of the box feature-rich desktop Integrated 3rd party browser-based app without developmentCustomize out of the box desktop Changing out of the box gadgets Adding 3rd party gadgets, integrating into CRM appsBuild your own, using Finesse standard Web API Cisco Finesse Web Services© 2011 Cisco and/or its affiliates. All rights reserved. 8
  9. 9. Cisco Finesse Gadgets Calabrio Workforce Management
  10. 10. Cisco Finesse Gadgets NICE Quality Management Cisco SocialMiner
  11. 11. Bringing Scale to Social Media Customer Care© 2011 Cisco and/or its affiliates. All rights reserved. 11
  12. 12. Cisco SocialMinerSocial Media Customer Care 1. CaptureAirline lost my luggage! 2. Analyze & Prioritize Cisco SocialMiner 3. Communication Workflow Customer 4. Assign Customer Care Agent 5. Engage
  13. 13. 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.
  14. 14. Cisco SocialMinerOverview•  Enable proactive customer service by queuing and assigning social web posts to appropriate staff•  Complement brand monitoring dashboards 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
  15. 15. Cisco SocialMiner© 2011 Cisco and/or its affiliates. All rights reserved. 15
  16. 16. Social Media Customer Care Maturity Model   Proactive Customer Level Proactive   Social Media Business 5 Care Engagement Intelligence   Proactive Sales   Scalable engagement   Managed process Level Social Media 4 process   Team activity Customer Care   Teams work queues reports   Social Media   Brand dashboarding Level Social Media strategy   Minimal customer care 3 Marketing   Engagement involvement marketing Level Social Media   Facebook page and Twitter presence 2 Broadcasting   Broadcast standard marketing via social media Level Listening   Occasional reporting 1   Reactive/surprised by social media© 2011 Cisco and/or its affiliates. All rights reserved. 16
  17. 17. A Portfolio Approach© 2011 Cisco and/or its affiliates. All rights reserved. 17
  18. 18. Experience Connectivity Interactivity Capacity   User   Standards   Increased   Video storage interfaces customer and recording   Interoperability expectations   Usability   Bandwidth   Network   Different customer   Consumer vs. readiness entry points Business© 2011 Cisco and/or its affiliates. All rights reserved. 18
  19. 19. Kiosk Mobile Phone Internet Browser IM Client On DemandLife-like, in-person 3G/4G/WiFi Access Browser-base Commonly used clients Video broadcast tovideo collaboration applications desktop PCs Any Device Video Customer Collaboration Common Routing & Reporting medianet Network Recording© 2011 Cisco and/or its affiliates. All rights reserved. 19
  20. 20. Enable any-to-any in the network INTEGRATION – MOBILITY – FLEXIBILITY© 2011 Cisco and/or its affiliates. All rights reserved. 20
  21. 21. Cisco MediaSense© 2011 Cisco and/or its affiliates. All rights reserved. 21
  22. 22. Multimedia Capture and Storage Ubiquitous Recording Network-Based Media Forking Fiber Channel SAN Storage Web 2.0 APIs enable Partner Community Application Media Capturing, Network Streaming, Storage VoiceX ML Biz Rules 3rd 3rd 3rd Party and Processing Party Party Apps Policy Apps CRM Mgmt Apps Connection Interface Application Interface Network Media Capture (Recording)
  23. 23. Additional vendors in various stages of discussion … •  Cisco Developer Network (CDN) •  Interoperability Testing Program Under development© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 23
  24. 24. Thank you.