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Connecting with Customer Experience
Solutions Platform
Sam Wade, Director, Cisco Services
swade@cisco.com
Agenda
• Patient Connect SolutionPatient Connect Solution
 Overview of Horizontal Platforms, Solution Kits fromOverview o...
Cisco Confidential 4©2014 Cisco and/or its affiliates. All rights reserved.
SPG Platforms & Services Portfolio
Next Genera...
Vertical RelevanceVertical Relevance
Finance
Healthcare
Retail
Transportation
Branch/Store Interactive Television
Kiosk
So...
Customer Experience Offers
Shopper ExperiencesShopper ExperiencesShopper ExperiencesShopper Experiences
Advanced Services
...
iServices
A Platform For Interactive Experiences
Multiple Points of Engagement for Visitors & Staff
•Multiple points of interaction
...
Application and Layout Examples
Service Status &
Information
Information on available
services, special exhibits,
services...
• Live, 2-way video interactions
• Enables seamless transition from
self-service to assisted service
• Multi-language supp...
Adapter Framework & ESBAdapter Framework & ESB
Mobile/TV/Kiosk Experience
In room, Lobby, Exam Room
Media Experience Admin...
Interactive
Experience
Client (IEC)
• IEC 4610
• IEC 4632
Interactive Experience
Manager (IEM)
Interactive Services Soluti...
iServices – Connecting Many Resources
Content & Applications
Web PortalWeb Portal
Video repositoryVideo repository Notific...
Cisco Confidential 14©2014 Cisco and/or its affiliates. All rights reserved.
Interactive Kiosk
Panasonic Display & Touch O...
Cisco Live 2013
Patient Connect Solution
Overview
Trends
Patient Satisfaction Has Never Been More Important
Focus on
Patient
Experience,
Improved
Outcomes,
Increased
Effici...
Challenges
How to Meet
Growing Patient
Expectations
Increased
Transparency of
Data Related to
Hospital
Performance And
Pat...
Patient Experience in Healthcare Vital
Source: PWC
Healthcare Is Important, But It Is Not Well Executed
Healthcare Provide...
The Patient Experience Imperative
Of Health Leaders Rank
Patient Experience
Among Their Top
3 Priorities
Top 3 Priorities
...
Technology and the Patient Experience
Source: Health Leaders Media Intelligence Unit CDW Healthcare
Today’s Patients Are:
...
Inform
• Wayfinding
• Schedule
• Care Team
• Location Aware
Educate Entertain Engage
• Education
Videos
• Condition
Based
...
Interactive Patient and Guest Experience
Lobby
Systems
Waiting Rooms
and Exam Rooms
Patient
Room
Mobile
Engagement
Kiosks ...
Cisco Patient Connect:
Inpatient Room Solution
Cisco Patient Connect
uses member preference,
location, presence,
environme...
Improve Patient
Experience
Increase Operational
Efficiency
Drive Compliance
and Care Outcomes
Patient Room Experience
Inpa...
My Visit: Personalized
Information and Engagement
Personalized visit and
schedule information
Messages, Requests,
and Noti...
Nutrition: Food Menu and Ordering
Deliver Patient Education
Access to documents,
videos, and content
Personalized by condition
Assign questionnaires
and sur...
Integrate Collaboration
into Interactive Applications
• Seamless integration with Cisco Unified Communications Manager (CU...
Patient Entertainment: HD IPTV, Web Browsing,
Relaxation Content, and More
Notifications and Workflows
Workflows
Customized Diagnosis Based
Diagnosis Based
Pain Score
Admit
Discharge
Patient Survey...
Patient Connect: Clinician Dashboard
View and Interact with Patients
Clinical Dashboard Capabilities
Input Goals for the D...
Clinician Dashboard—Patient Status
Cisco Patient Connect: Admin Dashboard
Admin Dashboard Capabilities
Manage Educational Video
Content
Create & Manage Surve...
Example Lobby Application
Hospital Wayfinding/Directory
Interactive Services
Waiting Room and Exam Room
Interactive Exam Room
Patient information, VODs, signage, and video call
D...
Patient and Clinician Modes of Interaction
BYOD/ Mobile Device
Remote Control
MODES OF
INTERACTION
Pillow Speaker
Control
...
HealthHealth
InformationInformation
SystemsSystems
EMREMR
NutritionNutrition
NurseNurse
AssignmentAssignment
Cisco DCMCisc...
Medical Applications
Interactive Services Endpoint
IEC 4600 Series
Interactive Experience Manager
Policy Management
User M...
Open Architecture: Content and Peripherals
Top Healthcare Organizations
Around the Globe Depend on Cisco
Remote Expert
Cisco Confidential 43©2014 Cisco and/or its affiliates. All rights reserved.
EXPERT RESOURCESEXPERT RESOURCES
(Mortgage, S...
Cisco’s Omni-Channel Solution Portfolio
Customer Experience Continuum
Validated Cisco UC Architecture Platform
Self Servic...
Omnichannel Technical Architecture
Web Gateway
Mobile User
Expert
Session
Orchestration
Collaboration, Call Control and Ro...
Control Operational Costs
Increase expert productivity, availability, and flexibility to
handle increasing customer growth...
Customer Journey– Finance
Remote Expert: In-Branch
Branch-in-Box
CustomerFacing
EndPoints
CustomerFacing
EndPoints
Mobile
...
Borrowers may have to wait weeks for branch adviser meetings
Last week, a business development manager at one of the UK’s ...
Nationwide Building Society
““The Cisco solution has helped us improve customer satisfaction and staff efficiency while at...
Virtual Expert in Government
Case Study: Spot Mairie in Nice - Public services access while shopping
Mayor demonstrating S...
Cisco Confidential 51©2014 Cisco and/or its affiliates. All rights reserved.
ExpertExpert’’s view from desktops view from ...
Thank you
DEVNET-1161	Connecting with Customer Experience Solutions Platform Powering IServices, Patient Media Experience, and Mobil...
DEVNET-1161	Connecting with Customer Experience Solutions Platform Powering IServices, Patient Media Experience, and Mobil...
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DEVNET-1161 Connecting with Customer Experience Solutions Platform Powering IServices, Patient Media Experience, and Mobility Solutions

In this session, we will discuss how the Customer experience platform is being used across various outcome based software solutions in the areas of Digital interactions and Customer Service driving new business models and outcomes for customers in Retail, Healthcare, Financial Services & the Public Sector

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DEVNET-1161 Connecting with Customer Experience Solutions Platform Powering IServices, Patient Media Experience, and Mobility Solutions

  1. 1. Connecting with Customer Experience Solutions Platform Sam Wade, Director, Cisco Services swade@cisco.com
  2. 2. Agenda • Patient Connect SolutionPatient Connect Solution  Overview of Horizontal Platforms, Solution Kits fromOverview of Horizontal Platforms, Solution Kits from SPGSPG • Remote ExpertRemote Expert
  3. 3. Cisco Confidential 4©2014 Cisco and/or its affiliates. All rights reserved. SPG Platforms & Services Portfolio Next Generation EnterpriseNext Generation Enterprise CapabilitiesCapabilities Software Platforms and Services • Integration Platform • ServiceGrid • Service Exchange Platform • Data Virtualization • Connected Analytics • Data & Decision Sciences • Prime Analytics • EnergyWise • Enterprise Mobility Services Platform • Interactive Services Platform • Remote Expert Platform • IP Interoperability & Collaboration System (IPICS) • Smart Net Total Care • Partner Support Services • Smart Services – Commercial • Configuration Management & Compliance Service • EnergyWise • Smart - AS
  4. 4. Vertical RelevanceVertical Relevance Finance Healthcare Retail Transportation Branch/Store Interactive Television Kiosk Social Mobile Video Digital Home Customer Experience Solutions Software Platforms and Components Experience Managers Interactive Experience Platform (IEP)
  5. 5. Customer Experience Offers Shopper ExperiencesShopper ExperiencesShopper ExperiencesShopper Experiences Advanced Services Customer Experience Strategy & Architecture Industry Grade Network and Compliance Services Platform/Solution deployment services Advanced Services Customer Experience Strategy & Architecture Industry Grade Network and Compliance Services Platform/Solution deployment services Software Platforms Experience Client (IEC), Interactive Services (IEM), Mobile Experiences Platform (EMSP), Analytics, B2B Cloud • Digital Media Store and Shopper Experiences • Shopper Expert • Smart Locker • Patient Mobility • Patient Connect • Healthcare Kiosk • Campus Kiosks • Dorm Room of the Future • Campus Mobility Cisco Products Networking, Collaboration, Security, Data Center • Interactive Banking Kiosks • Integrated Remote Expert Mobile Advisor Business Scenarios Delivering Customer Experience Consumption Model Cloud, On-Prem, XaaS Delivery Models
  6. 6. iServices
  7. 7. A Platform For Interactive Experiences Multiple Points of Engagement for Visitors & Staff •Multiple points of interaction Lobby Systems – Wayfinding, Directory, Remote Assistant Digital Signs – Interactive & Non-interactive Internal applications – signage, assignment / resource status, etc. •Highly Interactive, Personalized, and Relevant Web applications & rich media content Multiple levels of Interaction – Touch, IR, BYOD Remote management – cloud based model Collaboration integration for video assistant
  8. 8. Application and Layout Examples Service Status & Information Information on available services, special exhibits, services status, etc. Offers and Promotions Product and Service information, along with offers based on interaction, location, etc. Online Catalog Touch screen interaction with “endless aisle” for information and ecommerce Wayfinding & Directory Touch screen map with shops, restaurants, services and local directory
  9. 9. • Live, 2-way video interactions • Enables seamless transition from self-service to assisted service • Multi-language support • Use for remote assistance, virtual concierge, or other customer service or operational applications • SIP Widget on IEC 4600 Cobra browser • Integrates with Cisco UC & TP infrastructure Remote Assistant
  10. 10. Adapter Framework & ESBAdapter Framework & ESB Mobile/TV/Kiosk Experience In room, Lobby, Exam Room Media Experience Admin & Dashboard - Configuration, Monitoring, Management IEP API Gateway - Single Signon, RBAC IEP Presentation Platform - Reusable gadgets for admin and dashboard IEP Adapter Framework – Integration with hospital systems / 3rd party applications--Show&Share, EMR, Staffing, Medication, Rovi IEP System Monitoring, Alerting Complex Event processing, Historical, Trending, usage monitoring Modules/Recipes – TV Guide, Show & Share, Way Finding, Video Call … Multi-App Runtime – Native, HTML5, IEC Toolkit – Studio, IDE, CMS, App X Manager Applications - Dorm Room, Signage, Kiosk, ioS/Android/Web Mobile .. Components Videos AppsInteractive ExperiencePlatform (IEP) API Gateway – REST SSO, RBAC API Gateway – REST SSO, RBAC Rovi IDP AD/LDAP IDP AD/LDAP LexiPalRTLS EMR OmnichannelExperience Platform(OXP) Multi-App RuntimeMulti-App Runtime Native Apps Android Apps Mobile Web Apps Kiosk Apps Digital Signage TV + Mobile App X IEC Engine IEC Engine Native App Engine Native App Engine HTML 5 Engine HTML 5 Engine ToolkitToolkit CMS EditorCMS Editor StudioStudio IEC Interactive Experience Manager (IEM) Policy Management Policy Management Device Management Device Operations Peripherals Management User Management Scheduler 8 6 Presentation Platform Reusable Gadgets Presentation Platform Reusable Gadgets TV Guide Food Services HL7 Staff Assignment RTLS MNS Medication APIs REST APIs Patient Care Services Patient Care Services Media Experienc e Services Media Experienc e Services Admin Services Admin Services MySQL MySQL CEP CEP BAM - Analytics BAM - Analytics Food Service Rauland Borg Notification Show n Share External Systems Dev IDEDev IDE Appx Manager Appx Manager 0 0 1 1 2 2 3 3 4 4 5 5 6 7 7 8 9 9
  11. 11. Interactive Experience Client (IEC) • IEC 4610 • IEC 4632 Interactive Experience Manager (IEM) Interactive Services Solution Components Interactive Experience Management Platform Interactive Services Endpoint Optional components: •Touch screens (3rd party) •Enclosures (3rd party) •Speakers (3rd party) •Precision HD Camera Call Manager (CUCM) Collaboration end points Show & Share (VOD repository) Encoders & Video Head End (Streaming Video) Core Solution Components Potential Additional components
  12. 12. iServices – Connecting Many Resources Content & Applications Web PortalWeb Portal Video repositoryVideo repository Notifications PortalNotifications Portal Patient Information Systems Patient Information Systems Interactive Experience Manager Policy ManagementPolicy Management User ManagementUser Management Configuration management Configuration management Event management & Scheduling Event management & Scheduling Interactive Services Endpoint IEC 4600 Series Notification ServicesNotification ServicesDevice ManagementDevice Management Load profile, configuration, etc. Content Management System Content Management System Application & Data Sources – What is Displayed/Shown Video BroadcastVideo Broadcast IEM – Acts like a “Session Resource Manager” USB IR HTML5 Web Sockets Content and Media Call ManagerCall Manager Collaboration Infrastructure IP Based SIP telephony SIP USB
  13. 13. Cisco Confidential 14©2014 Cisco and/or its affiliates. All rights reserved. Interactive Kiosk Panasonic Display & Touch Overlay, Cisco Interactive Experience Client & Manager Cisco Collaboration Digital Signage Display Cisco Interactive Experience Client & Manager Untethered Employee Cisco Mobile Advisor Cisco Collaboration Retail Solutions Overview Remote Expert Displays + Cisco Remote Expert Solution Digital Drive Thru QSR System Displays +POS/Ordering + Cisco Collaboration Smart Lockers Displays & Cameras + Cisco Interactive Experience Client & Manager Managed Service Cloud Cisco
  14. 14. Cisco Live 2013
  15. 15. Patient Connect Solution Overview
  16. 16. Trends Patient Satisfaction Has Never Been More Important Focus on Patient Experience, Improved Outcomes, Increased Efficiency Patients Are More Consumer Oriented Need to Improve Patient Experience Despite Constrained Resources Value-based Purchasing Is Dependent on HCAHPS Measures
  17. 17. Challenges How to Meet Growing Patient Expectations Increased Transparency of Data Related to Hospital Performance And Patient Satisfaction Internal Pressure to Increase Patient Satisfaction While Facing Operational Constraints Ability to Address Regulatory Requirements As a Means of Maximizing Reimbursement Rates 1 2 3 4
  18. 18. Patient Experience in Healthcare Vital Source: PWC Healthcare Is Important, But It Is Not Well Executed Healthcare Provider Hotels Retail Health Insurer Airlines 42% 24% 21% 18% 17% Experience Is More Important in Healthcare Than in Any Other Vertical And Yet It Is Ranked Next to Last in Terms of How Well It Is Executed Retail Hotels Healthcare Airline #1 #4 #6 #8 Source: PWC
  19. 19. The Patient Experience Imperative Of Health Leaders Rank Patient Experience Among Their Top 3 Priorities Top 3 Priorities for Next 3 Years Source: Health Leaders Media Intelligence Unit CDW Healthcare 30% of Value-based Payments from CMS Are Already Tied to Patient Satisfaction, With Commercial Payers Rolling Out Similar Programs Research Shows That a Patient’s Previous Experience Is Now Almost As Important As a Physician Recommendation in Choosing A Provider Patient Loyalty Translates into Revenue Potential for a Typical Hospital 84% 1. Patient experience and satisfaction 2. Quality and patient safety 3. Cost management and reduction
  20. 20. Technology and the Patient Experience Source: Health Leaders Media Intelligence Unit CDW Healthcare Today’s Patients Are: INFORMED SAVVY SOCIAL 52% of Patients Use Health Information Sites for Research 77% of Patients Used Search Engines Prior to Booking an Appointment 1 in 4 People Use Social Media to Follow the Health Experience of Others Lack of Technology Inside a Patient Room Can Be a Real Frustration Point for Patients Top Technology Recommendation to Improve Patient Experience: Bedside-Interactive Computers Today's Patients Expect Personalized Service and More Control
  21. 21. Inform • Wayfinding • Schedule • Care Team • Location Aware Educate Entertain Engage • Education Videos • Condition Based • Orientation • Discharge • HDTV • Movies • Internet • Wi-Fi Access • Services/ Requests • EHR Access • Progress • “My Visit” Connect • Video and Sharing • Concierge • Care Team • Translation • Friends and Family Cisco Patient Experience Solutions Delivering Personalized Information and Services Deliver Interactive Patient Experiences Across Multiple Touch Points Enterprise Grade Manageability, Open Standards, Integration
  22. 22. Interactive Patient and Guest Experience Lobby Systems Waiting Rooms and Exam Rooms Patient Room Mobile Engagement Kiosks and Signage at Entry And Public Areas Information, Health Education, and Collaboration Entertainment, Education, Collaboration, and Interaction Information & Services Delivered to Personal Devices
  23. 23. Cisco Patient Connect: Inpatient Room Solution Cisco Patient Connect uses member preference, location, presence, environmental, and clinical system information to deliver a better patient experience and personalized care.
  24. 24. Improve Patient Experience Increase Operational Efficiency Drive Compliance and Care Outcomes Patient Room Experience Inpatient Care Application: Inform, Educate, Entertain, Engage, Connect
  25. 25. My Visit: Personalized Information and Engagement Personalized visit and schedule information Messages, Requests, and Notifications Care team information Patient Survey EMR integration via HL7 Nutrition System integration
  26. 26. Nutrition: Food Menu and Ordering
  27. 27. Deliver Patient Education Access to documents, videos, and content Personalized by condition Assign questionnaires and surveys Track status and completion Integrate with Cisco Show and Share Support both hospital owned content and third party content
  28. 28. Integrate Collaboration into Interactive Applications • Seamless integration with Cisco Unified Communications Manager (CUCM) • Integrate with video contact center (UCCE/UCCX) for intelligent call routing and queuing • Efficient management of call rules and speed dial buttons by unit or demographic • External video collaboration using mobile devices & web portals (friends & family, etc.)
  29. 29. Patient Entertainment: HD IPTV, Web Browsing, Relaxation Content, and More
  30. 30. Notifications and Workflows Workflows Customized Diagnosis Based Diagnosis Based Pain Score Admit Discharge Patient Survey Patient Requests Custom Workflows (per Scope)
  31. 31. Patient Connect: Clinician Dashboard View and Interact with Patients Clinical Dashboard Capabilities Input Goals for the Day Assign Educational Videos to Patient Track Discharge Readiness for Patient Respond to Patient Requests and Messages View Patient Summary and KPIS View Metrics & Generate Reports View Patient Schedule Assign Tasks for a Patient Assign Patient Surveys Assign Custom Workflows for Patients
  32. 32. Clinician Dashboard—Patient Status
  33. 33. Cisco Patient Connect: Admin Dashboard Admin Dashboard Capabilities Manage Educational Video Content Create & Manage Surveys Manage Devices and Locations Create & Configure Predefined Workflows TV – Manage List of Subscribed Channels & Create Custom Channels Define and Manage Questions, FAQ, Requests, etc. Manage Patient TV “Apps” Define and Manage Speed Dial/Collaboration Capabilities
  34. 34. Example Lobby Application Hospital Wayfinding/Directory
  35. 35. Interactive Services Waiting Room and Exam Room Interactive Exam Room Patient information, VODs, signage, and video call Digital / Interactive Signage External: IPTV, news, announcements, donor walls Internal: Employee news, resource and schedule information, and video collaboration
  36. 36. Patient and Clinician Modes of Interaction BYOD/ Mobile Device Remote Control MODES OF INTERACTION Pillow Speaker Control Swing Arm Touch Screen Control IR Remote Control Wireless Keyboard and Mouse
  37. 37. HealthHealth InformationInformation SystemsSystems EMREMR NutritionNutrition NurseNurse AssignmentAssignment Cisco DCMCisco DCM Video Head End –Video Head End – Typical ComponentsTypical Components Encoders &Encoders & DemodulatorsDemodulators CiscoCisco InteractiveInteractive ExperienceExperience ManagerManager Cisco Data Center ComponentsCisco Data Center Components Applications & ManagementApplications & Management Cisco UnifiedCisco Unified Contact CenterContact Center Cisco UnifiedCisco Unified CommunicationsCommunications ManagerManager CollaborationCollaboration Cisco Show &Cisco Show & ShareShare PCPC Patient Room SystemPatient Room System Kiosk SystemKiosk System IEC4632IEC4632 Patient MediaPatient Media Experience UIExperience UI Pillow SpeakerPillow Speaker IEC4632IEC4632 ClinicianClinician Cisco UC EndpointsCisco UC Endpoints Nurse & AdminNurse & Admin DashboardDashboard Cisco PatientCisco Patient MediaMedia ExperienceExperience ServerServer Cisco RemoteCisco Remote ExpertExpert ManagerManager Kiosk ApplicationKiosk Application Content ServicesContent Services Cloud ServicesCloud Services Device Profiles, TVDevice Profiles, TV Listings, etc.Listings, etc. Patient Connect: High Level Architecture
  38. 38. Medical Applications Interactive Services Endpoint IEC 4600 Series Interactive Experience Manager Policy Management User Management Configuration management Event management and Scheduling Notification ServicesDevice Management Cisco Patient Connect Web Portal Admin/Nurse Dashboards Notifications Portal Patient Information Content Management Workflows HTML5 Web Sockets Content and Media USB IPTV Headend Show and Share/ VOD Nurse Call/ Assignment EMR External Content Nutrition Systems Video Systems SIP Other HVAC and Lighting Unified Communications Manager Collaboration Infrastructure Contact Center RTLS Load Profile, Configuration, etc. IP-Based SIP Telephony IR
  39. 39. Open Architecture: Content and Peripherals
  40. 40. Top Healthcare Organizations Around the Globe Depend on Cisco
  41. 41. Remote Expert
  42. 42. Cisco Confidential 43©2014 Cisco and/or its affiliates. All rights reserved. EXPERT RESOURCESEXPERT RESOURCES (Mortgage, SMB, Wealth Management, etc.)(Mortgage, SMB, Wealth Management, etc.) Regional Centers Branch Banker Branch/Store TelePresence® Conference Multipoint TelePresence® Conference Kiosk Video Conference In Person Cisco Remote Expert Supporting the Right Person to Serve Your Customer at the Right Place and the Right Time Mobile Banker Outside Resource Web Video Conference Click to Chat Click to Collaborate Phone/Mobile Banking Remote Expert Lifelike video interaction withLifelike video interaction with information sharinginformation sharing Lifelike video interaction withLifelike video interaction with information sharinginformation sharing Real-time expert identificationReal-time expert identification and automated connectionand automated connection Real-time expert identificationReal-time expert identification and automated connectionand automated connection Seamless operation withSeamless operation with printing and recordingprinting and recording Seamless operation withSeamless operation with printing and recordingprinting and recording CiscoCisco®® Unified CommunicationsUnified Communications TechnologyTechnology Customer-centric experienceCustomer-centric experience across internet channelsacross internet channels Customer-centric experienceCustomer-centric experience across internet channelsacross internet channels
  43. 43. Cisco’s Omni-Channel Solution Portfolio Customer Experience Continuum Validated Cisco UC Architecture Platform Self Service Mobile Device Customized Integration Services UCCX & UCCE Adv Services Mobile Advisor Remote Expert Kiosk Remote Expert Mobile Remote Expert Immersive Email, Web, Chat & Social Branch / Store End to End Cisco Advanced Services Portfolio Basic Standard Advanced
  44. 44. Omnichannel Technical Architecture Web Gateway Mobile User Expert Session Orchestration Collaboration, Call Control and Routing Audio Recording and Video in Queue MediaSense VXML GW RE Mobile Signaling, and Media EX SeriesSX-20 and C-Series iOSPC EX SeriesSX-20 and C-Series Contact Center CUBE CUCM REM MCU CVP Touchscreen Finesse Immersive User Kiosk User IEC IEC Peripherals Internet DX Series MX Series IEM Media Broker Collab Assist Android DX Series MX Series Mac DX Endpoint Certification in progress
  45. 45. Control Operational Costs Increase expert productivity, availability, and flexibility to handle increasing customer growth and service demands Improve Customer Retention Enhance the customer experience with 360-degree view of the customer, supported by data and analytics insights Grow Revenue Increase sales and reduce customer churn by empowering the customer to engage financial experts when, where, and how the consumer chooses The Financial Services Industry Today Aspirations, Imperatives, and Requirements
  46. 46. Customer Journey– Finance Remote Expert: In-Branch Branch-in-Box CustomerFacing EndPoints CustomerFacing EndPoints Mobile Advisor ExpertsExperts Remote Agent Expert Expert Team Contact Center Agent Self-Service: Information Self-Service Transaction Expert CenterExpert Center Collaboration Applications
  47. 47. Borrowers may have to wait weeks for branch adviser meetings Last week, a business development manager at one of the UK’s biggest lenders warned brokers at a Sesame Live conference that customers could expect waiting times of up to a month to see a lender’s in-branch mortgage adviser. Nationwide Building Society to deploy remote bankers who will do your mortgage interview on screen 400 miles away “This new Nationwide service has the potential to get people back into their local branches, and in many parts of the country that is a good thing. The more services they can provide, the better it is for communities.” --Derek French, founder of the Campaign for Community Banking Business Challenges in Financial Services
  48. 48. Nationwide Building Society ““The Cisco solution has helped us improve customer satisfaction and staff efficiency while at the sameThe Cisco solution has helped us improve customer satisfaction and staff efficiency while at the same time increasing mortgage sales. The business case in favor of the Cisco solution stacked up quickly.”time increasing mortgage sales. The business case in favor of the Cisco solution stacked up quickly.” - Andrew Nation, Senior Manager, Future Customer Outcomes at Nationwide- Andrew Nation, Senior Manager, Future Customer Outcomes at Nationwide ChallengeChallenge SolutionSolution ResultsResults • Improve customer satisfaction • Enhance access to experts • Reduce leakage of business to competitors • Deploy customer-facing, virtual advisors, enabled by Cisco® video collaboration in retail bank branches • Facilitate the close of mortgage sales in branch: printing, scanning, accessing mortgage advisors from central pool • Manage unplanned and scheduled meetings • 67% improvement in new mortgage business • Double-digit improvement in customer net satisfaction • 67% reduction in cost of sale More than 700 branchesMore than 700 branches More than $300 billion in assetsMore than $300 billion in assets Major provider of mortgage loans and savingsMajor provider of mortgage loans and savings External
  49. 49. Virtual Expert in Government Case Study: Spot Mairie in Nice - Public services access while shopping Mayor demonstrating SPOT Mairie for remote immersive citizen services WW launch : Nice February the 25th, 2013
  50. 50. Cisco Confidential 51©2014 Cisco and/or its affiliates. All rights reserved. ExpertExpert’’s view from desktops view from desktopCitizenCitizen’’s view inside PODs view inside POD Occupancy Sensor instantly activates the screen Document Camera makes document sharing simple Touch Screen enables intuitive selection of informationand services Telepresence Screen switches on automatically as the citizen enters the POD Printer placed below the table desk Adjustable Chair Telepresence Screen enables instant connection and interaction with citizen, via high-quality voice and high-definition video Picture-in-Picture (PIP) allows expert to see the document , via either the TelePresence screen or the citizen’s actual view Citizen & Expert Views
  51. 51. Thank you

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In this session, we will discuss how the Customer experience platform is being used across various outcome based software solutions in the areas of Digital interactions and Customer Service driving new business models and outcomes for customers in Retail, Healthcare, Financial Services & the Public Sector

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