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Remote Agents - Technical and Management Considerations

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As consumers adopt self-service and on-line channels to meet their banking transaction needs, they also continue to use the physical branch network and expect a high quality, high touch …

As consumers adopt self-service and on-line channels to meet their banking transaction needs, they also continue to use the physical branch network and expect a high quality, high touch

experience in the branch. Banks are challenged not only to meet, but to exceed customers' service expectations at branch. Attend this session to hear how banks around the world are using new branch models and collaboration technologies to optimize services delivery cost, delight customers and increase sales.

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  • 1. Remote AgentsTechnical and Management ConsiderationLeonard (Leni) SelvaggioIndustry Solutions ManagerCisco SystemsFebruary 7, 2013© 2011 Cisco and/or its affiliates.2013 Cisco and/or its affiliates. All rights reserved. © All rights reserved. Cisco Confidential 1 Cisco Confidential 1
  • 2. • What is driving the need for Remote Experts • Crisis of Immediacy • Customer Leakage/Defection• What is Needed to Deliver Remote Expertise• What is Not Remote Expert• Examples of Remote Expert • Industry Examples • Best Practices• Q&A© 2011 Cisco and/or its affiliates.2013 Cisco and/or its affiliates. All rights reserved. © All rights reserved. Cisco Confidential 2 Cisco Confidential 2
  • 3. © 2011 Cisco and/or its affiliates.2013 Cisco and/or its affiliates. All rights reserved. © All rights reserved. Cisco Confidential 3 Cisco Confidential 3
  • 4. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4
  • 5. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5
  • 6. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6
  • 7. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7
  • 8. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8
  • 9. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9
  • 10. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10
  • 11. © 2011 Cisco and/or its affiliates.2013 Cisco and/or its affiliates. All rights reserved. © All rights reserved. Cisco Confidential 11 Cisco Confidential 11
  • 12. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12
  • 13. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13
  • 14. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14
  • 15. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15
  • 16. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16
  • 17. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17
  • 18. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18
  • 19. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19
  • 20. © 2011 Cisco and/or its affiliates.2013 Cisco and/or its affiliates. All rights reserved. © All rights reserved. Cisco Confidential 20 Cisco Confidential 20
  • 21. © 2011 Cisco and/or its affiliates.2013 Cisco and/or its affiliates. All rights reserved. © All rights reserved. Cisco Confidential 21 Cisco Confidential 21
  • 22. © 2011 Cisco and/or its affiliates.2013 Cisco and/or its affiliates. All rights reserved. © All rights reserved. Cisco Confidential 22 Cisco Confidential 22
  • 23. Customer completes Application queries Mortgage Broker application LOAN ORIGINATION Live video discussion Remote Expert reviewing disclosures; facilitates informed, application requirements accurate application© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 23
  • 24. Wealth Manager Improved portfolio Customer queries (CFA) performance PORTFOLIO MANAGEMENT Live video discussion Remote Expert reviewing portfolio; facilitates investment advice knowledge share© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 24
  • 25. RRSP Expert Retirement Customer purchases Customer queries Planner RRSP RETIREMENT PLANNING Live video conference; Remote Expert targeted RRSP advice facilitates sale© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 25
  • 26. Customer queries Mortgage Broker Complete process LOAN ORIGINATION Customer queries Wealth Manager Knowledge share PORTFOLIO MANAGEMENT Customer queries Retirement Expert Purchase plan RETIREMENT PLANNING© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 26
  • 27. • Kitchen Design • Justice System • Plant floor access to engineering• Bathroom Design • Traffic Ticket Resolution • Product Design• In-Aisle Help • Pension Inquiry• Interactive Kiosk with • Land Dispute expert access • Driver Licensing© 2011 Cisco and/or its affiliates.2013 Cisco and/or its affiliates. All rights reserved. © All rights reserved. Cisco Confidential 27 Cisco Confidential 27
  • 28. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 28
  • 29. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 29
  • 30. Thank you.© 2011 Cisco and/or its affiliates.2013 Cisco and/or its affiliates. All rights reserved. © All rights reserved. Cisco Confidential 30 Cisco Confidential 30