All Together: The Collaboration of Everything

Transcription

1 All Together: The Collaboration of Everything 2014

2 The Internet of Everything: What it is?! Networked Connections of People, Process, Data, Things People Connecting people in more relevant, valuable ways Process Delivering the right information to the right person (or machine) at the right time Data Turning data into more useful information for decision making Things Physical devices and objects connected to the Internet and each other for intelligent decision making

3 Disruptions that drive IoE

4 Internet of Everything Opportunity Opportunity Internet of Everything Mobile Computing Collaboration/ Video Big Data Cloud IoT Time By 2022, the Internet of Everything will help enable new profits and cost savings in the order of: $2.5 trillion in better asset utilization $2.5 trillion in employee productivity $2.7 trillion in supply chain logistics $3.7 trillion in better customer experience $3 trillion in new innovations $14.4 trillion in value Corporate profits increase up to 21%

5 the most disruptive force in IT the end user

6 Work is Changing The end user is the biggest disruption we ve witnessed in IT history 66% Value Flexibility over Pay 52% Managers & Employees In different cities Collaborate with Colleagues remotely Do not need to be in Office 57% Prefer Open Space Work Environments Face to Face Collaboration in Personal Spaces Face to Face Meetings with Less than 4 People Need to Connect to Network Remotely 43%

7 Fast IT Simplify IT Experience Easy to Order Simple to Setup and Use Out of the Box Experience Automated Ordering Centralized portal to train & learn, with simplified ordering experience Automated Provisioning Automate provisioning with no need for the client to open a case or engage IT Accelerate internal processes ( Agile, Streamline) to speed up delivery of IT services to the end-user Remove barriers to putting capability in the end-user s hands Deliver meaningful automation for the end user Give back more time for collaboration

8 Customer Collaboration Waves of Innovation Wave 1: Cost Wave 2: Relationship Wave 3: Experience Transactions Interactions Engagements ACD CTI, IVR, Segmentation Omni-channel, Enterprise Expertise, Social Media Reactive Proactive Place System Enterprise Service Operations Marketing Brand Management

9 Companies will rise to meet the best levels of customer service being set. Business- to-business and internal contact centers will increase. Data will be a huge part of customer service interactions. Customer service will call you before you even know you have a problem. The bottom line is customer service is never going to go out of style, but those companies who can get ahead of the trends, to deliver the avant garde user experiences, will be the winners.

10 Users expect the same experience across communication channels. Social media are increasingly important and act as a natural escalation point. Social media is important not only as a reactive medium but a proactive one. Knowledge management tools for self-service and for agents are becoming more important.

11 Agile customer service demands a strong foundation of business process management. Enterprise feedback capabilities must include traditional methods and social monitoring. Customer service needs to support the mobile customer.

12 Cisco Customer Collaboration Solution Inbound Voice

13 Yesterday s solutions aren t enough. Customers want to be taken care of at any time, in any location, and on any device. It all about creating the best experience to your customers

14 Cisco Customer Collaboration Solution Twitter Inbound Voice Facebook RSS Social Media Rest API for Custom Feeds

15 SocialMedia Proactive Monitoring and Engagement 1. Capture Airline lost my luggage! 2. Analyze & Prioritize 3. Communication Workflow Cisco SocialMiner Customer 4. Assign 5. Engage Social Media Customer Care Agent

16 Cisco Customer Collaboration Solution Twitter Inbound Voice Facebook RSS Social Media Rest API for Custom Feeds Mobile Care Mobile Apps Video Web Click To call

17 Mobile IVR, Mobile CC Proactive Engagement 1. Customer uses app for self-service unsuccessfully 2. Live agent support request with data 3. Contextual customer data analysis 4. Best agent identified Finesse desktop agent controls with customer context 5. Callback offered in app

18 Cisco Customer Collaboration Solution Twitter Inbound Voice Facebook RSS Social Media Rest API for Custom Feeds Mobile Care Multichannel chat Mobile Apps Web collab Video Web Click To call

19 and Webchat Routing Customer Chat

20 Cisco Customer Collaboration Solution Twitter Inbound Voice Facebook RSS Social Media Video Immersive Video Kiosks Rest API for Custom Feeds Mobile Care Multichannel chat Mobile Apps Video Web Click To call Web collab

21 Customers Preference by Channel WEB strongly preferred PHONE strongly preferred Simple Inquiry What s my balance? Where is my shipment? Complex Inquiry I want to return a product A need product assistance Difficult Inquiry I have a complaint I have a charge dispute Live Agent Face-to-face web/ Online chat Automated Voice Social Media Text message

22 Video Customer Care Experiences Public Home Branch/Store Kiosk Mobile EX90 Immersive Video Chat Now! Video Chat Now! You Can Afford that RV! Let us show you how Francisco Finance Video Chat Now! See the message Video chats with expert Confers with family Video chats with expert Video chats with expert Makes the purchase

23 Cisco Customer Collaboration Solution Twitter Inbound Voice Outbound Voice Facebook RSS Social Media Video Immersive Video Kiosks Rest API for Custom Feeds Mobile Care Multichannel chat Mobile Apps Video Web Click To call Web collab

24 Opt In Monitor Collision Detected Proactive Response Rob opts in to remote car monitoring service One day while at the office his car is hit in a parking lot outside the building. SIP Gateway XMPP message Sensors detect a collision and route a message to the car brand Sensor message Local agent unavailable. Call routed to centralized call center. Message routed to insurance company s proactive customer care gateway

25 Opt In Monitor Collision Detected Proactive Response Engagement Customer care screen pop with account information on outbound call Detail on collision detection report from car brand Customer engagement: Damage assessment, claim initiation, tow, and rental car service

26 Rich Agent Desktop with Finesse Browser-based Finesse agent desktop for easy management & upgrades Designed to empower agents via user-centered design product Flexible and Expandable Finesse is a web gadget container All applications that agents need (Cisco or 3rd party) contained within Finesse Administrators define agent and supervisor layouts Developer Friendly Web API, OpenSocial Gadgets Cisco Developer Marketplace to showcase gadgets built by Cisco Development Partners

27 Cisco Power Complete Stack and Portfolio end-to-end It is not just product, it is a proved architecture Tools Cisco Quick Configuration Tool Cisco Voice Provisioning Tool Cisco Unified Operations Manager Cisco Unified Service Monitor Applications Cisco Unified MeetingPlace Cisco Unified Contact Center Informacast Cisco MobileConnect Cisco Unity Messaging Emergency Responder Customer Contact Solutions Rich Media Conferencing Endpoints Cisco Unified IP Phone Unified Video Advantage Unified Personal Communicator IP Video Phone Cisco IP Unified Communicator Unified Mobility Call Control Unified Contact Center Cisco Unified MeetingPlace Unity Unified Communications Manager Infrastructure Routing Switching Availability Management QoS Presence Security Administration

28 Gold Partner UCCE ATP

29 Certificações Cisco Cisco GOLD Certified Partner ATP - Cisco Advanced Technology Provider Unified Contact Center Enterprise Customer Voice Portal Cisco TelePresence Video Advanced Cisco EnergyWise Cisco ISE IronPort Bronze Certified Advanced Data Center Storage Networking Advanced Unified Communications Advanced Wireless LAN Express Foundation Small Business Specialization Customer Satisfaction Excellence Cisco Smart Care Service Advanced Data Center Architecture Specialization Advanced Security

30 Keypoints IoE is here.it is connecting the Word in ways we never knew and creating possibilities that we aren t yet aware. It is changing the way we colaborate. Fast IT is a way that IT has to provide solutions that meet the Business requirements, within the limited budgets. The Contact Center continues to be the face of the Company, able to communicate with the Customer through any device, any time, any

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