Building a Collaborative Relationship with Your Customers presentation for Cisco Connect Canada Tour 2014.

2. Connecting
with Your Customers:
Omni-Channel Customer Service
Shawn Cardinal – Cisco Collaboration CSE

3. Cisco Confidential 3© 2013-2014 Cisco and/or its affiliates. All rights reserved.
 Introduction
 Today’s Contact Center
 Today’s Customer
 Customer Collaboration with Omnichannel
 What is Omnichannel?
 Features and Services
 Summary
 What’s next for you?
Session Outline

4. Cisco Confidential 4© 2013-2014 Cisco and/or its affiliates. All rights reserved.
 Call Centers
 Basic call control: ACD and call queuing
 Contact Center
 Additional Channels: email and chat
 Customer Collaboration
 Omnichannel experience
 Connecting with customers like never before!
Evolution of Customer Collaboration

5. Cisco Confidential 5© 2013-2014 Cisco and/or its affiliates. All rights reserved.
The Customer is Changing

6. Cisco Confidential 6© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Customers are Moving Online
• Self service
• Crowd sourced
• Web and email

7. Cisco Confidential 7© 2013-2014 Cisco and/or its affiliates. All rights reserved.
At any time, in any location, and on any device
Customers want to be taken care of
Yesterday’s solutions aren’t enough

8. Cisco Confidential 8© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Double-Digit Growth in Mobile Banking
US grew from 21% in 2011 to 32% in 2013
“In June 2013, the bank reached
a key tipping point with the
number of customers using their
smartphone or tablet for mobile
banking outnumbering those
using traditional internet banking
for the first time.”
ASB, New Zealand
2013 Annual Report
Source: Bain/Research Now US NPS surveys, 2012 (n=74,700) and 2011 (n=68,000)

9. Cisco Confidential 9© 2013-2014 Cisco and/or its affiliates. All rights reserved.
The Challenges
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

10. Cisco Confidential 10© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Next-Generation Contact
Centers Will Have Several
Important Characteristics:
• Multichannel
• Multiplatform
• Multimedia
• Social media fluent
Next-Generation Contact Centers
Source: Forrester Consulting, Next-Generation Contact Centers Must Become Relationship Platforms (February 2011)

11. Cisco Confidential 11© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Agent Interactions Are Becoming More Advanced
Longer, More Interactive Calls
Calls That Can’t be Scripted
Expectation Agent is
Knowledgeable

12. Cisco Confidential 12© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Agent Software Evolution
 Agents need just-in-time data
 Agent tools need to support dynamic work
practices
 Traditional metrics aren’t as meaningful
Tools and Staffing Will Need to Adapt
Agent Staffing Evolution
 Agents as relationship managers
 Agents require a broader set of skills and better
training
 Agent retention even more important

13. Cisco Confidential 13© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Omnichannel
Customer Collaboration

14. Cisco Confidential 14© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Definition of Omnichannel
Omnichannel is a B2C strategy taken by an institution to better engage the Customer,
enabling an optimal Customer Experience
The Customer chooses how they will interact with the institution and on which channel
(perhaps using multiple channels for one interaction)
Ultimately, customers and business can effectively collaborate and build solid relationships.

15. Cisco Confidential 15© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Omni-Channel Customer Collaboration
Contact Center Platforms
VIDEO
MOBILESOCIAL
ADVANCED
SOLUTIONS
EMAIL,
WEB, CHAT

16. Cisco Confidential 16© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Omni-Channel
Contact Center Platforms
ADVANCED
SOLUTIONS
VIDEO
EMAIL,
WEB, CHAT
Email Interaction
Manger
Web Interaction
Manger
MOBILESOCIAL

17. Cisco Confidential 17© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Email Interaction Manager

18. Cisco Confidential 18© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Web Interaction Manager

19. Cisco Confidential 19© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Cisco Finesse Integration

20. Cisco Confidential 20© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Omni-Channel Customer Collaboration
Contact Center Platforms
VIDEO
SocialMiner
MOBILESOCIAL
ADVANCED
SOLUTIONS
EMAIL,
WEB, CHAT

21. Cisco Confidential 21© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Cisco SocialMiner
Social Media
Customer Care Agent
Cisco
SocialMiner
Capture
Analyze and Prioritize
Communication Workflow
Assign
Engage
Customer

22. Cisco Confidential 23© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Queue Contacts for Experts
• Features
Easy-to-use web gadget to reserve and dispatch work
Pick style work assignment
State management for social contacts*
• Benefits
Scale social media team activities
Automated distribution of work improves efficiency and effectiveness of social
media engagement
Flexible assignment models and approval queues expands participation
Classify Contact
Queue
Assign

23. Cisco Confidential 24© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Omni-Channel Customer Collaboration
Contact Center Platforms
VIDEO
Remote Expert
MOBILESOCIAL
ADVANCED
SOLUTIONS
EMAIL,
WEB, CHAT

24. Cisco Confidential 25© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Remote Expert
Intelligently Routes to First Available and Best Expert
• See the message
• Video chats with expert
• Video chats with expert
• Jabber guest
• Video chats with expert
• Makes the purchase
Public Home Branch/Store
Video Chat Now!
Video Chat Now!
You Can Afford that RV!
Let us show you how
Video Chat Now!
Francisco
Finance
EX90
Kiosk Mobile Immersive

25. Cisco Confidential 26© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Jabber Guest
Browser Experience
• Video
Point-to-point video via Plugin (H.264 AVC)
Point to video conference
• Mid-call control
Keypad
Mute audio or video
Full-screen
Camera or audio device selection
Self-view
• Call control – WebRTC Standard (ROAP)
• Media
Browser plug-in (desktop web)
Future – WebRTC for media
User Experience

26. Cisco Confidential 27© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Omni-Channel Customer Collaboration
Contact Center Platforms
VIDEO
MOBILESOCIAL
Agent Request
ADVANCED
SOLUTIONS
EMAIL,
WEB, CHAT

27. Cisco Confidential 28© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Agent Request API
New in Contact Center Enterprise 10.0
1. Customer uses app
for self-service
unsuccessfully
2. Live agent support
request with data
3. Contextual customer
data analysis
4. Best agent
identified
5. Callback offered in app
REST API on
UCCE Platform
Precision Routing
Work Assignment
Finesse Desktop Agent
Controls With
Customer Context

28. Cisco Confidential 29© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Omni-Channel Customer Collaboration
Contact Center Platforms
VIDEO
Mobile Advisor
MOBILESOCIAL
ADVANCED
SOLUTIONS
EMAIL,
WEB, CHAT

29. Cisco Confidential 30© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Mobile Advisor Live Assist Experience
LIVE ASSIST USE CASE
Agent Receives
Context on
User and
Screen Share
Simple and Efficient Real-Time Assistance
Voice/Video
Overlay
Immediately
One Click
to Access
Live Assist
Customer Browses
Website or Mobile
App
Agent Co-Browses,
Pushes Content,
and Annotates to
Assist
Agent Resolves
Issues and User is
Educated; Session
is Tagged

30. Cisco Confidential 31© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Share and Jointly
Control Screen
(Co-Browse)
Draw and Annotate
to Educate
Capture User
Context (Profile,
Online Activity)
Live Assist Agent View
Integration With CC/UC Infrastructure and SIP Endpoints
Content Push
(Docs, Links, Videos,
Apps, Visual IVR)
Session Teaching for
Audit and Search
Voice or Video
Chat with
Movable Window

31. Cisco Confidential 32© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Omni-Channel Customer Collaboration
Contact Center Platforms
MOBILE
VIDEO
SOCIAL
Email Interaction
Manger
Web Interaction
Manger
SocialMiner
Remote Expert
Agent Request
Mobile Advisor
ADVANCED
SOLUTIONS
EMAIL,
WEB, CHAT

32. Cisco Confidential 33© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Omni-Channel Reporting within Unified Intelligence Centre

33. Cisco Confidential 34© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Summary

34. Cisco Confidential 35© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Customer Experience
Discover
Who can BEST fulfill my need?
Brand, Advertising, Social Networks,
NPS
EnterWhere am I and how do I connect?
MULTICHANNEL– is the channel
available for the customer
Engage OMNICHANNEL – customer ability to
seamlessly switch / add channels
Can I get what I want the way I want
to?
Exit
Did I get what I wanted?
Did we effectively upsell / cross sell /
improve the customer relationship?
Reflect
Omnianalyitics – capture data and
apply to current interactions
Did my perception of the brand
improve?
Institution

35. Cisco Confidential 36© 2013-2014 Cisco and/or its affiliates. All rights reserved.
At any time, in any location, and on any device
Take care of your customers…
Omnichannel

36. THANK YOU