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Assuring Contact
Center Experiences
with ThousandEyes
Featured speakers
Suzanne Phillips
Global Marketing Manager
Alex Marcotte
Technical Solutions Architect
© 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved.
3
Housekeeping
© 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved.
Before we begin…
• If you have any questions, please type them in the Questions window.
• If you have any audio problems, please chat us for help.
• A recording of this presentation will be sent to you in a few days.
Agenda
4
© 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved.
• The State of the Today’s Contact Centers
• The Challenge
• How ThousandEyes Can Help
• Q&A
© 2024 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5
Every business faces the same
customer experience imperative
Maximize
satisfaction
Minimize
cost
© 2024 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Of customers say they
would switch brands due to
poor customer service
95%
1 in 3
customers will abandon a
brand after a single
negative experience
Customers come first
© 2024 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Proactive
communications
Empathetic
human engagement
Fast and easy
self-service
Customer expectations
© 2024 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8
But every customer is different
Time
J O U R N E Y
Bot
In-person
Web / App
Email
Live Chat
Video
Phone
Phone
Email
Live Chat
Phone
© 2024 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Of contact center agents are
working from home
87%
Hybrid work in contact centers
60%
Of companies outsource
their contact center
operations
We’re in a
new hybrid
world
Colocation
Data Center
SaaS
SaaS
SaaS
SaaS
SaaS
All distributed
Your Apps
Your People
Your Infrastructure
Visibility and
control is
shrinking
External
dependencies
are exponentially
growing Network Internet
Cloud
SaaS + API
Home
Office
App Stack
Contact Center
Sa
aS
12
© 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved.
The Challenge
Management paradigm
IT Assets You Don’t Control
IT Assets You Control
Escalate
?
Evidence
Find Fix
has shifted
Colocation
Data Center
SaaS
SaaS
SaaS
SaaS
SaaS
Massive
blind spots
erode ability
to manage
13
The Challenge
© 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved.
So many layers, domains,
and providers
Traditional tools don’t work
for what you don’t own
“Is it the user
environment?”
“Is it the
Edge?”
“Is it the
Internet?”
“Is it the
application?”
“Is it the
cloud?”
“Is it the
DNS?”
See, understand,
and improve
contact center
experiences
everywhere
ThousandEyes Collective Intelligence
1000+
Vantage
Points
Billions
Daily Path
Measurements
Thousands
Digital
Services
110+
Countries
Assuring your customer experiences
Empower your contact
center agents whether
at home, on site, or
anywhere else with
hybrid work.
Effective
remote agents
Your Apps Your People Your Infrastructure
Assure the uptime of the
contact center platforms
and tools your teams
use daily to chat, click,
call, or video.
Cloud contact
center applications
In-office branch
monitoring
Ensure your agents can
have maximum
performance onsite, by
assuring your physical
infrastructure.
When contact center performance
suffers, find the fix fastest.
Stop pointing fingers, start pointing to solutions.
Monitor the key contact center
applications your teams rely on
“ThousandEyes afforded us the ability to
look at actual data on all the users for a
particular application or client environment
to assess the situation and come up with a
quick solution.”
- Ted Sanfilippo, Associate Vice President,
Global Network Services at Sutherland
Ensure effective agents
anytime, anywhere.
Support virtual contact center workers as efficiently as when agents worked in the office.
Home offices are becoming a
“branch of one”
Outsourcing leaves room for
signal failure
Offices are a magnet, not a mandate
for top agent productivity
If your on-site location is your business hub, the experience here should be unparalleled, with zero downtime.
Assuring agent
productivity from the branch
"We enable the help desk agents to be
more informed and, therefore, close that
ticket sooner”
"And we get a more productive workforce
that way."
- Global Automation and
Networking Leader
Empowering every digital experience
Your Apps
Customer Workforce
Your People
Enterprise
Your Infrastructure
Deliver stellar
digital experiences
to users
Keep workers connected and
enjoying seamless app
performance
Optimize and sustain the
flow of your digital
supply chain
22
© 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved.
Next steps
and Q&A
Learn
more
Free
trial
Demo
• Subscribe
www.thousandeyes.com/blog/
• Tune in to the Internet Report Podcast
www.youtube.com/@theinternetreport_official
• Get a real-time view of the health of the Internet
www.thousandeyes.com/outages/
• Sign up for a free trial:
www.thousandeyes.com/signup/
• Request a demo:
www.thousandeyes.com/request-demo
23

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Assuring Contact Center Experiences for Your Customers With ThousandEyes

  • 2. Featured speakers Suzanne Phillips Global Marketing Manager Alex Marcotte Technical Solutions Architect © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved.
  • 3. 3 Housekeeping © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Before we begin… • If you have any questions, please type them in the Questions window. • If you have any audio problems, please chat us for help. • A recording of this presentation will be sent to you in a few days.
  • 4. Agenda 4 © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. • The State of the Today’s Contact Centers • The Challenge • How ThousandEyes Can Help • Q&A
  • 5. © 2024 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5 Every business faces the same customer experience imperative Maximize satisfaction Minimize cost
  • 6. © 2024 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Of customers say they would switch brands due to poor customer service 95% 1 in 3 customers will abandon a brand after a single negative experience Customers come first
  • 7. © 2024 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Proactive communications Empathetic human engagement Fast and easy self-service Customer expectations
  • 8. © 2024 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8 But every customer is different Time J O U R N E Y Bot In-person Web / App Email Live Chat Video Phone Phone Email Live Chat Phone
  • 9. © 2024 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Of contact center agents are working from home 87% Hybrid work in contact centers 60% Of companies outsource their contact center operations
  • 10. We’re in a new hybrid world Colocation Data Center SaaS SaaS SaaS SaaS SaaS All distributed Your Apps Your People Your Infrastructure
  • 11. Visibility and control is shrinking External dependencies are exponentially growing Network Internet Cloud SaaS + API Home Office App Stack Contact Center Sa aS
  • 12. 12 © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. The Challenge Management paradigm IT Assets You Don’t Control IT Assets You Control Escalate ? Evidence Find Fix has shifted
  • 13. Colocation Data Center SaaS SaaS SaaS SaaS SaaS Massive blind spots erode ability to manage 13 The Challenge © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. So many layers, domains, and providers Traditional tools don’t work for what you don’t own “Is it the user environment?” “Is it the Edge?” “Is it the Internet?” “Is it the application?” “Is it the cloud?” “Is it the DNS?”
  • 14.
  • 15. See, understand, and improve contact center experiences everywhere
  • 16. ThousandEyes Collective Intelligence 1000+ Vantage Points Billions Daily Path Measurements Thousands Digital Services 110+ Countries
  • 17. Assuring your customer experiences Empower your contact center agents whether at home, on site, or anywhere else with hybrid work. Effective remote agents Your Apps Your People Your Infrastructure Assure the uptime of the contact center platforms and tools your teams use daily to chat, click, call, or video. Cloud contact center applications In-office branch monitoring Ensure your agents can have maximum performance onsite, by assuring your physical infrastructure.
  • 18. When contact center performance suffers, find the fix fastest. Stop pointing fingers, start pointing to solutions. Monitor the key contact center applications your teams rely on “ThousandEyes afforded us the ability to look at actual data on all the users for a particular application or client environment to assess the situation and come up with a quick solution.” - Ted Sanfilippo, Associate Vice President, Global Network Services at Sutherland
  • 19. Ensure effective agents anytime, anywhere. Support virtual contact center workers as efficiently as when agents worked in the office. Home offices are becoming a “branch of one” Outsourcing leaves room for signal failure
  • 20. Offices are a magnet, not a mandate for top agent productivity If your on-site location is your business hub, the experience here should be unparalleled, with zero downtime. Assuring agent productivity from the branch "We enable the help desk agents to be more informed and, therefore, close that ticket sooner” "And we get a more productive workforce that way." - Global Automation and Networking Leader
  • 21. Empowering every digital experience Your Apps Customer Workforce Your People Enterprise Your Infrastructure Deliver stellar digital experiences to users Keep workers connected and enjoying seamless app performance Optimize and sustain the flow of your digital supply chain
  • 22. 22 © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Next steps and Q&A Learn more Free trial Demo • Subscribe www.thousandeyes.com/blog/ • Tune in to the Internet Report Podcast www.youtube.com/@theinternetreport_official • Get a real-time view of the health of the Internet www.thousandeyes.com/outages/ • Sign up for a free trial: www.thousandeyes.com/signup/ • Request a demo: www.thousandeyes.com/request-demo
  • 23. 23

Editor's Notes

  1. So here is the business imperative – First, maximize satisfaction for the customer – and keep them. However, you cannot infinitely scale human agents to do that. Thus, the second imperative is to minimize costs – and here’s the important part – without minimizing customer satisfaction. --------- Maximize Satisfaction: Helping businesses ensure all their end customers are constantly satisfied. A satisfied customer is a retained customer, and a retained customer spends more money. That's why this is at the heart of the CX imperative Minimize Cost No company has infinite resources to scale agents to handle every customer interaction. This part of the CX imperative is our promise to help businesses deliver customer satisfaction with cost efficiency. This is across ALL parts of the ecosystem - from AI and automation to deflect customer calls, to preventing agent burnout to mitigating the costs of inevitable agent churn.
  2. 87% of contact center agents are working from home, a sharp rise from the 19% recorded in 2019 before the pandemic. This shift is expected to remain substantial, with predictions indicating that 60% to 80% of contact center agents will continue working remotely in the foreseeable future​ https://www.maximizemarketresearch.com/market-report/call-center-outsourcing-market/201324/
  3. The imperative requires three things:  First, deliver proactive communications – who doesn’t love knowing that their Amazon package has shipped or that delivery is 5 stops away? Second, provide fast, easy, intuitive self-service options, especially for digital natives; and  Third, when customer service elevates to a human, ensure that engagement is empathetic, personalized, and solution-oriented.
  4. 87% of contact center agents are working from home, a sharp rise from the 19% recorded in 2019 before the pandemic. This shift is expected to remain substantial, with predictions indicating that 60% to 80% of contact center agents will continue working remotely in the foreseeable future​ https://www.maximizemarketresearch.com/market-report/call-center-outsourcing-market/201324/
  5. The IT landscape has fundamentally changed. It used to be that everything was in the enterprise perimeter  Applications were the data center You had workers in branch offices  You had a managed network connecting those things  And you had tools if something went wrong That’s just not the case anymore. Now… Applications are becoming more modular  Everything is moving to the cloud Best-of-breed API services Many workers are remote or hybrid. Because of that…networks are everywhere As an enterprise, you need to be able to connect users and apps together over any network The Internet has become the underlay for enterprises today It’s a very different environment than traditional IT
  6. We’re in a world defined by an entirely new stack. Cloud is the new data center Internet is the new network SaaS is the new app stack – not just for your employees – apps are built top of other apps.  Home is the new office The center of gravity is now external. What all these things have in common is that you don’t own any of it – you’ve gained agility, but what you’ve had to give up is control. And you’ve taken on the responsibility to deliver service outcomes across a huge number of dependencies you don’t own.
  7. The operational model must fundamentally change in the cloud – from finding and fixing – to focusing on what and who is responsible — and having leverage to successfully get to remediation.
  8. The challenge of this new management paradigm is that it requires visibility. But everything outside your environment becomes a big black box. It could be the service provider, it could be an application, it could be an edge service — and you just don’t know.  It takes an incredible amount of time and resources just to determine the problem — or you may not find the problem at all. It’s not just about troubleshooting. It’s also about knowing where you optimize, where you should make the investments, and where to pay down your technical debt. [TIP] Question audience on any recent challenges they have faced and/or include a personal customer anecdote with metrics.
  9. This is where ThousandEyes comes in…   Our mission is to help companies, see, understand, and improve connected experiences everywhere. “We enable our customers to see, understand and improve the quality of the digital experience they deliver to their customers, partners and employees through equipping them with the visibility they need to treat every network like it’s their own.”
  10. Billions: daily path Thousand: Digital Services Over 1k different vantage points Over 110 diff countries SON: WE ARE SPEED! Efficiency of end to end connections, network assurance Not just our customers but for our sales motions
  11. Your Apps: Ecommerce and Customer Experience A customer’s experience with digital shopping can make or break their purchase decision. If your website loads too slowly, customers will bounce to your competitors. Reduce abandoned carts and upset customers that come from digital downtime. Remove barriers to revenue. From the moment customers enter your digital storefront ensure eCommerce services and underlying network infrastructure are available, fast and optimized. Your people WDX: Optimized Back-Office Operations Hybrid work empowers your back office team, associates, and agents whether at home, in the store, or anywhere else. You back of office employees want the flexibility technology provides, and you’re responsible for ensuring they can do their impactful work from anywhere. When hybrid working tools halt, your back office teams can’t deliver the experiences that meet customers’ expectations. Over the long term, contact center leaders anticipate a hybrid work environment with 47% of agents working remotely. Support your customers wherever, whenever, and however they choose to shop. Your infrastructure: Retail Operations Performance (EDX) Ensure connections from your retail operations to the applications they need. Manage multiple retail sites and operations facilities in one easy dashboard. Assure all digital experiences for retail workers and supply chain. When it comes to crucial technology like Point of Sale systems, TRANSCATION UPTIME is the number one intolerant use case of downtime. Morale and labor is impacted by systems being down, like punch-in system frustrations, manual corrections, and manual checkout receipts. Consistent, secure, predictable digital experiences are key to employee success. Keep POS, payment gateways, personnel, merchandising and logistics humming by monitoring internal services, third-party APIs and SaaS apps like SAP or PayPal. Ensure connectivity between every store, warehouse, and data center with Enterprise and Endpoint Agents across your WAN. Understand the source of delays or disruptions with your warehouse management system or other 3rd party partners in your supply chain.  
  12. A customer’s experience with digital shopping can make or break their purchase decision. If your website loads too slowly, customers will bounce to your competitors. Reduce abandoned carts and upset customers that come from digital downtime. Remove barriers to revenue. From the moment customers enter your digital storefront ensure eCommerce services and underlying network infrastructure are available, fast and optimized.
  13. A customer’s experience with digital shopping can make or break their purchase decision. If your website loads too slowly, customers will bounce to your competitors. Reduce abandoned carts and upset customers that come from digital downtime. Remove barriers to revenue. From the moment customers enter your digital storefront ensure eCommerce services and underlying network infrastructure are available, fast and optimized.
  14. Whether it's customer or internal facing applications. Whether it's your workforce. Whether it's your SD-WAN, secure edge, or SASE infrastructure. We enable you to see across all of these critical areas to understand experience.