With the increasing focus on customer loyalty from all levels of the enterprise, contact centres have a unique opportunity to move beyond their historical focus of cost cutting and efficiency to the realm of superior Customer Experience.
Explore a new dimension for intimate customer interaction using Social Media such as Twitter, Facebook and more with this intriguing topic and discussion. Learn first hand from our Director of Cisco Contact Centre platforms on how this exciting collaboration method is a new opportunity to get better connected with your customers in a very unique way and how it can become an integral channel within your total Cisco Contact Center solution. Understanding what your clients are saying about your company in the public domain and how to proactively manage those in a dynamic way with your contact center, is the theme of this session.
This session will also cover some key additions to Cisco's Unified Contact solutions portfolio, including a new Web 2.0 agent desktop, video enhanced customer care, integration of the contact centre through enterprise quality management, and more.
6. Cisco Finesse
Where Customer Collaboration Comes Together
Speed and efficiency in
serving customers
Highly customizable
Web 2.0 extensibility
Leveraging Cisco
development in
enterprise social
software
7. Cisco Finesse
Collaborative
Experience IT-Friendly Powerful Ecosystem
Seamless
Agent tools to collaboration Partner
reduce handle integration Differentiation
time and improve Intelligence through business
caller experience Center and vertical
SocialMiner applications
Empower agents MediaSense
through the use WFO Partner Application
of a user-center Standards Compliant Showcase and
designed product Thin Client Reference Store
12. Cisco SocialMiner
Social Media Customer Care
1. Capture
Airline lost my luggage!
2. Analyze & Prioritize
Cisco
SocialMiner
3. Communication Workflow
Customer
4. Assign
Customer Care Agent
5. Engage
13. Industry Feedback
Best of Enterprise Connect 2011
This award honors companies who have made significant
technological advancements to benefit the enterprise
communications market
NGR Retail TouchPoints Award
Next-Gen Edge: SocialMiner offers retailers the ability
to configure multiplecampaigns to search for customer
postings on the public social web about products and
services.
14. Cisco SocialMiner
Overview
• Enable proactive customer service by queuing and assigning social web posts to
appropriate staff
• Complement brand monitoring dashboards
Features
Real-time capture of social media postings
Social media campaign management
Route and queue contacts to experts
Tagging
Social Screen Pop
Real-time Notifications via Instant Message, Email,
and Text
Social media customer care metrics
Rich set of Platform API’s for customization
22. Multimedia Capture and Storage
Ubiquitous Recording
Network-Based Media Forking
Fiber Channel SAN Storage
Web 2.0 APIs enable Partner Community
Application Media Capturing, Network
Streaming, Storage
VoiceX
ML
Biz
Rules
3rd
3rd
3rd
Party
and Processing
Party
Party
Apps
Policy Apps
CRM
Mgmt
Apps
Connection
Interface
Application Interface
Network Media Capture (Recording)