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Cisco Web Ex создание центра технической поддержки

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  • 1. Создание сервисной службы на базе Cisco WebEx Полное интернет - решение для службы поддержки 1 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 2. Ожидания клиентов  В любое месте, в любое время  Возможность разобраться самостоятельно или с помощью специалиста  Адекватная квалификация специалистов  Безопасность и конфиденциальность 2 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 3. Инструменты  Электронная почта  Службы мгновенных сообщений  Удаленный контроль  Телефонная и VoIP - связь  Интернет – сайт компании - База знаний - Форумы - Веб-формы 3 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 4. Дополнительные сложности  Специалисты мобильны Центральный офис Отделение Домашний офис  Узкая квалификация специалистов  Разнообразие клиентских платформ Windows, Mac, Linux Internet Explorer, Firefox, Safari  Средства безопасности Сетевые фильтры Прокси-серверы Защищенный доступ (VPN) 4 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 5. Результат Недовольство клиентов Много времени на Высокая стоимость решение проблемы обслуживания В конце концов потеря  Клиентов  Доходов  Возможностей для бизнеса 5 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 6. Модель SaaS Преимущества интернет-решений «по-требованию» Возможности Преимущества Предсказуемые и контролируемые Подписка на месяц расходы Доступ с любого компьютера, Нет необходимости инвестировать подсоединенного к Интернет в инфраструктуру Веб-технологии клиентских Автоматическая установка и приложений управление Не зависит от средств Технология ―Pull‖ обеспечения безопасности Зашифрованное соединение Клиентские данные в безопасности (SSL) 6 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 7. Cisco WebEx Наиболее безопасная, надежная и масштабируемая платформа «по-требованию» в мире.  Пятое поколение архитектуры «MediaTone»  10 лет инвестиций в технологии  $180 миллионов вложено в НИОКР  2000 человеко-лет работы  99.99%+ доступность  36 взаимодействующих кластеров по всему миру 7 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 8. Пользователи WebEx по всему миру http://www.webex.com/activity-map.html 8 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 9. Почему Cisco WebEx  Быстрое внедрение  Поддержка удаленных пользователей в любое время, в любом месте  Высокий уровень репутации  Безопасная, масштабируемая и надежная платформа  Низкая общая стоимость эксплуатации 9 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 10. Полное решение для сервисной службы Сервисный центр WebEx System Remote Support Remote Access Service Desk Management Уделенная Удаленное Управление Полный процесс помощь управление установкой управлениея быстро, компьютера программ, сервисными недорого, ми через вирусной запросами эффективно Интернет защитой и резервным копированием Unified Collaboration Services 10 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 11. Сервисный центр Cisco WebEx Удаленный сервис WebEx  Удаленная поддержка по-требованию в любом месте Единое решение чтоб «говорить» и «видеть» Не требует инсталляции Доступно при наличии Интернет независимо от сетевых фильтров В любое время и в любом месте  Специально для сервисного обслуживания WebACD для маршрутизации обращений Удаленный контроль для немедленной помощи Возможность перенаправить вызов или пригласить эксперта для помощи в сложной проблеме Панель управления и инструменты для контроля ситуации в реальном времени 11 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 12. Кнопка помощи 12 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 13. Автоматическое распределение вызовов  WebACD – одна из функций Сервисного центра WebEx  Сервисные запросы респределяются свободным операторам в соответствии с квалификацией  Гибкие правила распределения вызовов 13 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 14. Рабочее место специалиста 14 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 15. Инструменты удаленной помощи 15 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 16. WebACD Monitor - Очереди 16 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 17. WebACD Monitor - Операторы 17 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 18. Отчетность 18 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 19. Секция техподдержки Parature  Самообцлуживание, клиентский портал, база знаний, ведение запросов, управление контактами, каталог продуктов и еще...  Полностью интегрирован с сервисным центром WebEx 10 тесно интегрированных модулей Ваши клиенты Ваши специалисты помогают себе сами решают проблемы eActivity eKnowledge Каналы связи для технической eContact eProduct подержки eDownload eReport клиентов online eForum eSurvey ePortal eTicket Клиентский портал Секция техподдержки Запрос 19 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 20. Круглосуточный удаленный доступ к серверам  Безопасный доступ к серверам 24х7  Увеличение времени бесперебойной работы  Быстрое разрешение проблем IP Address Центральный офис Сервисный Клиент 1 инженер Телефонное подтверждение Firewall Firewall Удаленный офис Клиент 2 Пароль WebEx Эксперт Клиент 3 Домашний офис Сервисный инженер User Profile Клиент 4 20 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 21. Ваши цели достижимы с сервисным центром WebEx Меньше стоимость Довольные клиенты Увеличение дохода поддержки от оказания услуг  Доступный сервис в любое время и везде  Полный спектр инструментов для качественного обслуживания клиентов  Довольные и лояльные клиенты  Соответствие высоким стандартам бесопасности 21 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 22. Вопросы? webex.com 22 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 23. Appendix 23 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 24. The Value of SaaS Predictable and lower cost of ownership Annual Desktop System TCO $6,000 $734 $5,000 WebEx $4,000 $2,809 $382 $3,000 IT Operations $1,202 End-user Operations $2,000 $143 $25 Downtime $428 $424 $1,000 IT Administration $1,354 $1,246 Hardware and Software $0 Unmanaged XP Well Managed XP (WebEx) $3,279 $5,468 Source: Gartner Group (2005) Annual TCO savings/desktop with WebEx  ~ $2,200  Even higher for each laptop  Plus additional savings due to SaaS delivery 24 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 25. WebEx Support Center WebEx System Management Remote (office) Current Management Protection Visibility Office 2 Always Up Desktop Protection Employee Remote (hotel) Productivity WebEx Support Center Secure! License Remote Compliance Uptime Office 1 Compliance Services Services Support Remote (home) Services Data Recovered Internet Automatically Cost-effective 24x7 Support Headquarters Closed Loop Incident Management Easy Asset Corp IT Support Tracking 25 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 26. WebEx Support Center WebEx System Management 1. Asset Management tracks all installed software and hardware automatically 2. Software Distribution reduces the cost software deployment 3. Patch Management ensures your customers’ systems are updated with latest Microsoft patches 4. Virus Protection secures customer's system from malicious attacks 5. Backup Management safeguards customers’ critical data 26 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 27. WebEx Support Center WebEx System Management – integrated management visibility 27 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 28. WebEx Support Center WebEx Remote Access – 24x7, unattended support IP Address Corporate (office) Technical Customer 1 Support Phone Authentication Representative (TSR) Firewall Firewall Remote (office) Customer 2 User ID/Password WebEx Subject Matter Expert Customer 3 Remote (home) Technical Securely access unattended Support computers – remotely Representative User Profile  Deliver 24x7 support (TSR)  Increase system uptime Customer 4 28 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 29. eActivity (Activity Management)  Features Calendar management Task assignments Automatic notifications  Benefits Monitor all service desk related activities, such as case loads, meetings, and task assignments Facilitate collaboration across teams and maximize productivity with integrated solutions to customer service Ensure that tasks are completed on time and customers receive responses in an appropriate timeframe 29 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 30. eContact (Relationship Management)  Features Complete contact information Account management capabilities Define and implement service contracts  Benefits Get instant visibility into all your support interactions anytime and anywhere Increase productivity levels and service more customers faster with contact information at your fingertips Confirm end-user identity and verify which users are authorized to receive support 30 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 31. eDownload (Document Management)  Features Include all file types and attachments Easy configuration and file access Set permissions for your downloadable files Track download history  Benefits Enable instant access to essential documents on your support site through Parature’s hosted helpdesk software Offer end users audio or video files to assist in the resolution of support issues Save time managing document distribution 31 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 32. eKnowledge (Knowledge Management)  Features Easy setup and implementation Flexible article publishing workflow Define permissions Invite end-user participation  Benefits Offer immediate support 24x7 Improve support team efficiency, reduce service requests and operating costs End users can submit feedback and content evaluations 32 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 33. ePortal (Self Service Portal)  Features Customizable support portal Tailor website access Personalization options  Benefits Offer 24x7 support from any web browser Reduce the volume of support calls and improve customer satisfaction Allow end users to choose how they will receive support by providing a multichannel online support solution 33 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 34. eReport (Reporting Tool)  Features Operational reporting Multiple view options Create flexible, custom reports  Benefits Obtain a real-time snapshot of top problem areas, enabling you to reduce call volume by proactively resolving these issues Determine the common service request channels used for logging issues to help align your resources to meet existing demands Make certain all tasks are completed on time and customers receive responses in an appropriate timeframe 34 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 35. eTicket (Incident Management)  Features Ticket workflow management Report on ticket analytics Customize ticket structure and forms Self service support  Benefits Standardize complex processes to resolve issues quickly Ensure issues are resolved in the appropriate amount of time Measure ticket analytics to monitor the effectiveness of your team Improve communication with your end users 35 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 36. eProduct (Product Registry) {Enterprise edition}  Features Product tracking Product registration Multiple views of product information Product catalogs  Benefits Filter the content your customer is able to view on your support portal based on the products they have purchased Allow customers to easily register, view, and maintain all products they have purchased Reduce overall volume of product- specific support requests by monitoring which products are associated with a high number of service tickets 36 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 37. eForum (Forum Management) {Enterprise edition}  Features Customizable setup User alerts Notifications and nightly digests Facilitated moderation Valued content point assignment  Benefits Keep end users engaged and enable them to discuss new issues or existing topics Deflect unnecessary service requests and reduce the overall volume of tickets Discover which topics are significant to end users and use these to create relevant and timely support content 37 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 38. eSurvey (Survey Management) {Enterprise edition}  Features Survey creation tools Multiple survey options Reporting capabilities  Benefits Use the Design Builder and multiple question types to quickly create and deploy surveys Gather data from end users worldwide to use in reports or to export to other applications Distribute surveys in multiple ways and tailor the message for specific user groups 38 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 39. WebEx Support Center WebEx Remote Support  Increase support representative productivity Resolve issues faster by viewing customer’s desktop or application Easily route or have subject matter experts join to assist in resolving difficult issues—enabling first-call resolution Reduce costly onsite field visits Enable closed-loop incident management from request to closure  Increase customer productivity Provide increased service-level performance to your customers Give customers the complete control with permission- based access Track customer experience with post-session survey  Provide a secure session with your customer while removing challenging firewall access issues 39 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential
  • 40. 40 © 2008 WebEx Communications, Inc. All rights reserved. Presentation_ID Cisco Confidential

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