Cisco en Contact Center Telefónica

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Ponencia de Altitude en el evento organizado por Telefónica sobre Tendencias en Contact Center en Madrid el 22/05/2014.

Más información sobre el servicio Contact Center de Telefónica en http://bit.ly/Ut3TPR

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Cisco en Contact Center Telefónica

  1. 1. C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1 New business drivers for Customer Collaboration Erwin-Paul Bouma Sales Manager C ust omer C ollaborat ion Europe, Middle - East , A f rica & R ussia
  2. 2. C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2 Cisco Customer Collaboration Major Trends
  3. 3. C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3 Wave 2: Relationship Wave 1: Cost Wave 3: Experience Transactions Interactions Engagements ACD CTI, IVR, Segmentation Multichannel, Enterprise Expertise, Social Media Place System Enterprise Service Operations Marketing Brand Management Reactive Proactive
  4. 4. C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4
  5. 5. C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5 Yesterday’s solutions aren’t enough. at any time, in any location, and on any device. Customers want to be taken care of…
  6. 6. C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6 Customer Customer Multi-Channel Omni-Channel Stores Mobile Web Catalogue Stores Mobile Web Catalogue Seamless Experience
  7. 7. C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7 OmniChannel is a customer relationship strategy where the customer is the centre of all interaction channels; decides how, when and where to communicate and expects a consistent, personalised, intuitive & rich experience Omni Channel
  8. 8. C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8 Bringing Service to Customers Across Screens
  9. 9. C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9
  10. 10. C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10
  11. 11. C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13 Moving from One-to-Many, to one-to-One
  12. 12. C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14 Embracing the power of the consumer
  13. 13. C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15 FitBit pedometer WiThings scale Vitality pill bottle Nest Thermostat Pebble Watch Google Glass
  14. 14. C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16 One day while at the office… … his car is hit in a parking lot outside the building. Rob “opts in” to remote car monitoring service Message routed to insurance company’s proactive customer care gateway Local agent unavailable. Call routed to centralized call center. Proactive ResponseCollision DetectedMonitorOpt In Sensors detect a collision and route a message to Toyota USA Sensormessage SIP Gateway XMPP message
  15. 15. C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17 EngagementProactive ResponseCollision DetectedMonitorOpt In Customer care screen pop with account information on outbound call Detail on collision detection report from Toyota USA Customer engagement: Damage assessment, claim initiation, tow, and rental car service
  16. 16. C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18 Cisco Customer Collaboration Customer behavior changes
  17. 17. C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19 Delivering a Seamless and Personalized Customer Experience Across Multiple Channels Improve Time to Closure… Faster Than Today Enable Secure Collaboration and Ability to Close Business Across Multiple Channels
  18. 18. Cisco Confidential 20C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. The Channel Puzzle 51% research online and then buy in store – Google 2012
  19. 19. Cisco Confidential 21C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. The Channel Puzzle 32% research online, visit in store and then buy online – Google 2012
  20. 20. Cisco Confidential 22C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. The Channel Puzzle 82% Multichannel customers spend 82% more than single channel customers
  21. 21. Cisco Confidential 23C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. The Channel Puzzle 84% want consistent service, get frustrated by fragmented journeys - Accenture
  22. 22. Cisco Confidential 24C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Point Solutions Chaos Scenario Tactical response Departmental Isolation Focus on Integration, not Outcomes No Common Intelligence or
  23. 23. C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 25 Cisco Customer Collaboration What Businesses Are Doing
  24. 24. Cisco Confidential 26C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Branchless Bank Branches Replaced by Kiosks Non Traditional Placement Significant Cost Reduction
  25. 25. Cisco Confidential 27C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Energy RWE - Multichannel Brand New Channel Significant Customer Uptake Strong Sales Conversion Increasing Customer
  26. 26. Cisco Confidential 28C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Everbright & Guangfa Bank Expanded Footprint Rolling out over 6000 units Captures Signature and ID
  27. 27. C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 29 Nationwide
  28. 28. C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 30
  29. 29. C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 31 Thank You

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