Servion Presentation 20 April 2011


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This presentation was done in a Luncheon seminar at St Region on 20th April for Customers of Servion and Cisco Systems

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Servion Presentation 20 April 2011

  1. 1. Customer Care in thePost PC Era...Peter Borup JakobsenCisco Systems@gociscocollab@arise2010© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1
  2. 2. average tweets per hour12.9million
  3. 3. Content links shared on Facebook monthly>30billion
  4. 4. YouTube Mobile videos served up daily100Million
  5. 5. Number of People searches on Linkedin in 20102Billion
  6. 6. Number of Singaporean’s on Facebook2.2Million
  7. 7. Changing the way we work Collaborative Tools Text Voice, VideoNumber of Stakeholders Many Social Networking Video on Demand Discussion Forums Unified Communications Wikis Blogs Contact Center E-mail Conferencing IM TelePresence Documents One Voice mail
  8. 8. Post PC Era... 2010 iPad + Mac = 12% PC Share 3.6B 100+ Mobile devices* Million Tablets 300,000 1.8B Daily Mobile Android web access 70% Activations devices* of college freshman**Gartner research prediction; Gartner Forecast: Tablet PCs, Worldwide, November, 2010
  9. 9. a day in the life of Peter... 9
  10. 10. a day in the life of Peter... 10
  11. 11. Post PC era..?
  12. 12. The need for a new approach Market Trends Business Impact Personal Factors !  Opex/Capex Management!  Dispersed Workforces !  Remote Agent !  Heterogeneous Environment!  Video Proliferation !  Rise of personal !  Complex Deployments collaboration/Social Media!  Content/Device Explosion !  Voice of the Customer !  Workforce/Capacity planning!  New Customer Service Channels !  Data security !  Ease of adoption!  Social Media !  Tools, Applications & !  Trust at a Distance Organizations in Silos!  Cloud Services !  Expertise/Info on Demand Traditional tools do not address these challenges
  13. 13. Collaboration drives Business Value Cost Employee Customer CompetitiveReduction Productivity Innovation Intimacy Differentiation Messaging TelePresence Mobility Communities Customer Care IP Communications Conferencing Social Networking
  14. 14. Trends in Customer Care Knowledge ManagementSocial goes Mobilemainstream Customer Experience Personalization of Customer Experience Real Time Customer SaaS & Service Virtualization
  15. 15. Its not just about Voice anymore...The new customer service frontier
  16. 16. My translation...““ The goal of The goal ofCustomer Care Collaboration isis not Customer not CollaborationCare itself, but itself, but greatgreat results. ” results. ”
  17. 17. Cisco Strategic Direction Interoperable, Open Architecture Secure FlexibleInter-Company Consumption Models Integrated Experience Enterprise Pervasive Video Social Software
  18. 18. Cisco Collaboration Architecture Devices Provisioning Desktop Mobile In-Room Federation Conferencing Customer Care Collaboration Enterprise Social Software IP Communications Applications Administration Maintenance Encryption Messaging Telepresence Client Services Medianet Services Client Services Framework Interface Lightweight APIs AAA COMMUNICATION Real-time Presence / Location Metadata Tagging Messaging Real-time Policy Collaboration Session Mgmt Data Sharing Social Graphing Management Services Operations Scheduling and Services Calendaring Authoring Semantic Processing Identity Workflow Recording/Playback Search CONTENT Transcoding Transrating Transcribing Security ServicesMedianet Services Auto-Discovery Auto-Configuration Resource ControlNetwork Services Transport Signaling QoS
  19. 19. The Road to Customer CollaborationOperational Metrics Customer Intimacy Reactive Proactive Agents Agents, Experts, Dynamic Teams Solicitation Participation Cost Center Growth Engine
  20. 20. Cisco Finesse!  Speed and efficiency in serving customers!  Highly customizable!  Web 2.0 extensibility!  Leveraging Cisco development in enterprise social software!  Support for Cisco’s Virtualization experience infrastructure
  21. 21. Cisco SocialMiner 1. Capture! Cisco SocialMiner 2. Analyze and Prioritize!Airline lost my luggage! 3. Communication Workflow! Customer 4. Assign and Engage! 5. Continuous Refined Search! Customer Care Agent
  22. 22. Implementation ProcessCisco Servion Servion Cisco Technology Culture
  23. 23. Customer Example !Kotak Mahindra Bank and Cisco win prestigious Asian Banker Award for Best Contact Center Deployment in APAC region
  24. 24. Closing...
  25. 25. Thank you.