Save to Innovate                                                           Innovate to WinRui Correa d’Oliveira RibeiroSal...
Productivity                   Innovation                   Growth• Productive and accessible   • Strategically aligned   ...
Secure access to                      information and people   Find expertise and         Mobile       from any device,   ...
© 2011 Cisco and/or its affiliates. All rights reserved.   Cisco Public   4
MOBILITY                SMARTPHONES              MOBILE VIDEO 80% of people in the        40% of US mobile          56% of...
2011                         2012                       201350% of computing devices are   73% of enterprise workers   80%...
Customer     Supervisor   AdministrationExperience   Experience    Experience
© 2011 Cisco and/or its affiliates. All rights reserved.   Cisco Public   8
• 70% of businesses ignore complaints on Twitter• 83% of people who complained on Twitter liked or  loved a response by  t...
© 2011 Cisco and/or its affiliates. All rights reserved.   Cisco Public   10
Remote Expert/Kiosk                                  Mobile Phone           Internet Browser               IM Client      ...
© 2011 Cisco and/or its affiliates. All rights reserved.   Cisco Public   12
Customer       Unified   CollaborationCommunications Collaboration  Applications   Telepresence
© 2011 Cisco and/or its affiliates. All rights reserved.   Cisco Public   14
Combining Traditional Tools                          with the Power of the Future                                    Socia...
Wave 3:                                                                         Experience                                ...
from a                              to a                    to an             Place                               System  ...
Contact                                                                                                CenterProvide Multi...
DesklessLocate and Access Remote ExpertsCreate a virtual pool of experts, whether co-located or dispersed within a globaln...
Experience                                                                                                               S...
Big Iron Appliances              Distributed Systems             Applications and Platforms                               ...
WAVE 3Complete ExperienceWAVE 2Customer RelationshipWAVE 1Cost and Efficiency                      Technology Imperatives ...
CRM Magazine Annual             Cisco SocialMiner™: Best of   Cisco SocialMiner: Retail     Asian Banker Award 2011Service...
ACD Shipments, CY                              Shipments (in thousands)                                                   ...
60                 50% Market Share                 40                 30                 20                 10           ...
70                 60% Market Share                 50                 40                 30                 20           ...
400,000                 41.2%      Ports Shipped*                       300,000                       200,000             ...
Colored arrows depict movement from the 2011 MQ. Avaya and                                                                ...
Enhanced Collaboration Across Multiple Sites          Challenge:                                                          ...
Transforming Customer Care          Challenge:                                                                            ...
Cost Effective Customer Care                                                           Differentiated self-service for a g...
Saudi Arabia’s leading provider of fixed, mobile, and broadband services, with over 15 million                            ...
• Navigate market transitions, such as  social media, proactive care, and analytics• Align with customer care business str...
Mario GianniConsulting Systems Engineer
www.cisco.com/go/cc
Thank you.
“For larger statements and quotes, use this slide layout to format the long references in all of your presentations.”Sourc...
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Save to Innovate, Innovate to Win

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Save to Innovate, Innovate to Win

  1. 1. Save to Innovate Innovate to WinRui Correa d’Oliveira RibeiroSales Consultant Customer CollaborationCisco Expo Ankara October 10, 2012© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Public 1
  2. 2. Productivity Innovation Growth• Productive and accessible • Strategically aligned • Satisfied and loyal mobile workers organization customers• Effective virtual teams • Flexible and innovative • New and innovative IT• Interactive and engaged working options models employees
  3. 3. Secure access to information and people Find expertise and Mobile from any device, information; enable proactive customer Social anywhere. 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. 4. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Public 4
  5. 5. MOBILITY SMARTPHONES MOBILE VIDEO 80% of people in the 40% of US mobile 56% of smartphone world own a mobile phones are users watch videos phone smartphones 30% of mobile users live Two thirds of users 71% of the world’s mobile in India or China 25-34 own a smartphone data traffic will be video in 2016
  6. 6. 2011 2012 201350% of computing devices are 73% of enterprise workers 80% of businesses support smartphones or tablets are mobile their workforce with tablets
  7. 7. Customer Supervisor AdministrationExperience Experience Experience
  8. 8. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Public 8
  9. 9. • 70% of businesses ignore complaints on Twitter• 83% of people who complained on Twitter liked or loved a response by the company Business-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. 10. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Public 10
  11. 11. Remote Expert/Kiosk Mobile Phone Internet Browser IM Client On DemandLife-like, in-person video 3G/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. 12. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Public 12
  13. 13. Customer Unified CollaborationCommunications Collaboration Applications Telepresence
  14. 14. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Public 14
  15. 15. Combining Traditional Tools with the Power of the Future Social Media Speech Customer Care Self-Service Virtual Contact Center Routing & Reporting Multi-Media Capture & Storage Customer Collaboration Web 2.0Agent Desktop UC Integration/ Mobility Video-Enabled Multichannel / CRM Customer Care
  16. 16. Wave 3: Experience Wave 2: RelationshipWave 1:Cost “ Drive, run, or walk to your customers with technology, information, and personalized service.” Tom Kelley IDEO
  17. 17. from a to a to an Place System Enterprise Service STRATEGY Cost Relationship ExperienceMANAGEMENT Operations +Marketing +Branch MODEL +Retail +Value Chain METRICS Average Hold Time Wallet Share Net Promoter Score Average Speed to Answer Occupancy Customer Satisfaction First Contact Resolution Cost per call Closure Rates Cycle Time Lead Conversion ROI
  18. 18. Contact CenterProvide 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. 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. 20. Experience Social mining Proactive contact Crowdsourcing Video Social CRM integration Relationship Customer relationship management (CRM) Computer telephony integration (CTI) Intelligent routing Portals Integrated customer analyticsCost Call centers 800 service Interactive voice response (IVR) Workforce optimization (WFO) Analytics Reporting Schedule and forecasting Cloud Virtual servers/desktops 1980s 1990s 2000s 2010+
  21. 21. Big Iron Appliances Distributed Systems Applications and Platforms Application Layer CTI CRM Mobile WFO IVR WFO Social BPM Web MultiWFO ACD Channel CTI Collaboration Services Multi ACD Channel Routing Agent IB/OB CTI Selection Voice IVR Session Voice Recording Video Mgmt Portal Inf rastructure Services Borderless Gateways Security QoS Networking Walled Garden Distributed Dynamically Networked
  22. 22. WAVE 3Complete ExperienceWAVE 2Customer RelationshipWAVE 1Cost and Efficiency Technology Imperatives Cisco Solution Sets Site virtualization Intelligent routing/universal queue/channel integration Social CRM Cisco ® Unif ied CCE,and CCX, Unif ied Mobile Agent SocialMiner™ CCX Unif ied CCE, Finesse™ Desktop Desktop/server virtualization Web/IVR integration Video Cisco VXI, CiscoVoice®Portal Customer Share®, TelePresence®, WebEx ® Show and UCS SIP trunking of customer, cradle to grave reporting Universal view Proactive care Cisco Unif ied dialer, collaboration-enabled business transformation (CEBT) SIP outbound Border Element/Unif ied SIP Proxy Intelligence Center Cradle to grave reporting Enterprise social/collaboration Cisco Unif ied Social, Finesse Desktop, WebEx Webex Intelligence Center
  23. 23. CRM Magazine Annual Cisco SocialMiner™: Best of Cisco SocialMiner: Retail Asian Banker Award 2011Service Awards, March 2012 Enterprise Connect 2011 TouchPoints Next-Gen Retail Best Contact CenterCisco rated “Winner” in IVR Awards 2011 – Social Media Deployment in region categoryCisco rated “Leader” inContact Center Infrastructure
  24. 24. ACD Shipments, CY Shipments (in thousands) 460ACD Shipment Growth (total 500 450 362 371 seats) 400 350 264 280 +26% CAGR since 2003 300 241 250 164 200 133 150 74 100 50 0 2003 2004 2005 2006 2007 2008 2009 2010 2011 ACD Total IVR Shipments, CY Shipments (in 190 thousands) 200IVR Shipment Growth (new 120 150 115 ports) 100 64 77 62 +40% CAGR since 2004 36 50 18 0 2004 2005 2006 2007 2008 2009 2010 2011 IVR New
  25. 25. 60 50% Market Share 40 30 20 10 0 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 Avaya/Nortel Alcatel-Lucent/Genesys CiscoSources: Cisco analysis, Gartner. Measured in revenue.
  26. 26. 70 60% Market Share 50 40 30 20 10 0 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 Avaya/Nortel Alcatel-Lucent/Genesys CiscoSources: Cisco analysis, Gartner. Measured in revenue.
  27. 27. 400,000 41.2% Ports Shipped* 300,000 200,000 16.2% 12.7% 100,000 6.5% 0 Cisco Genesys Avaya/Nortel Intervoice*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. 28. Colored arrows depict movement from the 2011 MQ. Avaya and Genesys 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 Gartner’s 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 Blood This 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. 29. Enhanced Collaboration Across Multiple Sites Challenge: Solution:  Accelerate performance across multiple US  40 TelePresence systems in subsidiaries 15 sites  Deliver excellent member experience and meet  MeetingPlace and Personal Communicator for strict government SLAs desktop collaboration  Free up funds for services that directly benefit  Contact Center Enterprise and Customer Voice members Portal  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. All CiscoCisco Public Confidential 30 30
  30. 30. Transforming Customer Care Challenge: 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 & off shore through the best channel  Improve agent productivity & visibility  Multiple Application Pop via CAD  Complex incumbent Avaya & 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%+ cost Value  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. All CiscoCisco Public Confidential 31 31
  31. 31. Cost Effective Customer Care Differentiated self-service for a growing customer base Challenge: Solution:  Cellular provider: differentiate IVR service to gain  Cisco Unified Customer Voice Portal for voice self- competitive advantage service  Reduce customer care costs  Integrated CRM database for personalized  Scale customer care for strong growth interactions  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/year Business 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. 32. Saudi Arabia’s leading provider of fixed, mobile, and broadband services, with over 15 million mobile and 4.5 million home subscribers Solution: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. 33. • Navigate market transitions, such as social media, proactive care, and analytics• Align with customer care business strategies: cost management, customer relationships, complete care experience• Complement investments in Cisco’s collaboration portfolio for enhanced experiences and accelerated ROI
  34. 34. Mario GianniConsulting Systems Engineer
  35. 35. www.cisco.com/go/cc
  36. 36. Thank you.
  37. 37. “For larger statements and quotes, use this slide layout to format the long references in all of your presentations.”Source Name Placement

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