Mario Gianni - Consulting Systems Engineer Cisco and/or its affiliates. All rights reserved. Cisco Public 1

Transcription

1 Mario Gianni - Consulting Systems Engineer 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 1

2 Agenda Customer Collaboration Trends Social Media Customer Care (SocialMiner) Web 2.0 Reporting (CUIC) Next Generation Routing (Precision Routing) Presentation_ID 2009 Cisco Systems, Inc. All rights reserved. Cisco Public 2

3 Customer Collaboration Trends Presentation_ID 2009 Cisco Systems, Inc. All rights reserved. Cisco Public 3

4 Trends in Contact Center Contact Center 1.0: CRM Contact Center 2.0: Customer Collaboration Business Goals Creating Loyalty Creating Promoters Communication Channels Voice, Predictive Dialing, Chat, Video, Social Networks, Callback, Collaboration Architecture Solution Integration End-to-End Suite Technology CTI Web Cisco Systems, Inc. All rights reserved. Cisco Public 4

5 It s Not Just About Voice Anymore The new customer service frontier 2010 Cisco Systems, Inc. All rights reserved. Cisco Public 5

6 Contact Center Evolution Traditional Current Emerging PBX-ACD Outbound CTI Routing Reporting PBX ACD Voice Portal CTI Routing Outbound SIP Attribute Routing Social Media Reporting Voice Portal Outbound IVR Classic Inbound Voice Only Desktop CTI CTI Customer Segmentation PBX based Routing & Reporting Multi-Media Interactions Desktop CTI CTI based Routing & Reporting Technology overlap Suite approach SIP integration SIP end-points Social Media 2010 Cisco Systems, Inc. All rights reserved. Cisco Public 6

7 Cisco Unified Contact Center Accelerating New Technologies Web 2.0 Desktop Gadget-Enabled Collaboration Portals Scalability Eight-fold performance increase in past years Robust Analytics Web-Based Analytics SIP From Session Border Controllers infrastructure to application enablement Open Recording Architecture Introducing Open Standards to Reduce Cost Web 2.0 APIs Open Standards with Java, REST, AXL, SOA, Web Services Social Network Integration Work activity based on Social Network information Virtualization Comprehensive support of VMWare through portfolio Next-Gen Outbound Scalable SIP Based Dialer Video Telepresence and Business Video XMPP Presence Jabber (inventor of XMPP) acquisition 2010 Cisco Systems, Inc. All rights reserved. Cisco Public 7

8 Cisco s Vision of Customer Collaboration Virtual Contact Center Routing and Reporting Social Media Customer Care Speech Self-Service Collaboration Agent Desktop Customer Collaboration Multi-Media Capture and Storage Contact Center Evolution Extend to Partners and Experts Social Media and Cloud Communities Brand Management Business Video Applications Multichannel Integrated Reporting Video-Enabled Customer Care Enterprise Experts Network Media Capture (Recording) 2010 Cisco Systems, Inc. All rights reserved. Cisco Public 8

9 Cisco Unified Contact Center Application Infrastructure Customer Voice Portal Outbound Interaction Manager Web Interaction Manager Social Miner Contact Center Enterprise Intelligence Center Multimedia Capture Finesse CTI OS (API) Agent Desktop (CAD) 2010 Cisco Systems, Inc. All rights reserved. Cisco Public 9

10 Cisco Unified Contact Center End-to-End Infrastructure PSTN Internet TDM Gateway CUBE CUBE Access CUSP SIP CVP/ UCCE VXML Browser Unity Shared Applications CUCM/U CCE CUCM Branch User Presentation_ID 2009 Cisco Systems, Inc. All rights reserved. Cisco Public 10

11 Cisco Unified Contact Center Key Areas of Reporting Focus Cisco Reporting Model Data Presentation Independent Data and Presentation Data can be accessed in an easy and open manner User Interfaces are not dependent on underlying data model Products can be deployed independently Presentation_ID 2009 Cisco Systems, Inc. All rights reserved. Cisco Public 11

12 Cisco Unified Contact Center Key Areas of Recording & Analytics TDM, line-side taps Advanced IP-centric Network Capabilities Vertically Integrated Open & Unbundled Point Solutions Shared Enterprise Infrastructure and Applications Distributed Deployments Datacenter, Virtualization, Cloud Services Specialized Skill Sets Required Common Web 2.0 Development Skills Presentation_ID 2009 Cisco Systems, Inc. All rights reserved. Cisco Public 12

13 Social Media Customer Care (SocialMiner) Presentation_ID 2009 Cisco Systems, Inc. All rights reserved. Cisco Public 13

14 Did You Know That 78% of year olds 71% of year olds 59% of year olds have either a Facebook or MySpace account

15 Did You Know That 1.3M 3.5B 35M The average number of tweets per hour Pieces of content (web links, news stories, blog posts, etc.) shared each week on Facebook Number of Facebook users who update their status each day

16 Did You Know That 2B videos served up by YouTube daily 34% of online Americans have used social media to rant or rave about a product, company, or brand Fans are 28% more likely than non-fans to continue using a specific product Fans are 41% more likely to recommend to a friend

17 Your Customers Are Talking But is anyone listening? What s the right way to respond? What if we don t respond? Are we missing opportunities?

18 Your Customers Are Talking They are saying nice things.

19 Your Customers Are Talking They are saying not-so-nice things.

20 Your Customers Are Talking They are asking for advice.

21 Cisco SocialMiner Social Media Customer Care Engage Listen

22 Cisco SocialMiner Proactively Monitoring and Engage Airline lost my luggage! Customer 1. Capture 2. Analyze & Prioritize 3. Communication Workflow 4. Assign & Engage Cisco Social SocialMiner Media Appliance Social Media Customer Care Agent

23 Cisco SocialMiner Social Media Customer Care Overview Enable proactive customer service by queuing and and assigning customer 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 Social media customer care metrics Optional Integration with full suite of Cisco Enterprise social software systems

24 Cisco SocialMiner Architecture and API Features OpenSocial compliant gadgets REST API s for nearly all appliance configuration and features Benefits Flexible user interface options Extensive opportunities for customization References OpenSocial Gadgets REST API s Browser Gadget Spec Container Social Contact Queue Social Screen Pop OpenSocial Container REST APIs Social Media Customer Care Feeds Social Contact Datastore

25 Cisco SocialMiner Campaign Management Features Configure feeds from various sources of user generated contact web sites Group feeds into campaigns to monitor social contacts Trainable filters to sort social contacts (Bayesian and Author) Benefits Consolidated list of prioritized opportunities for engagement across all social media sites Distinct campaigns for different products/purposes Product A, Product B, Product C Customer Service, Sales Customers, Partners, Analysts

26 * Future release Cisco SocialMiner Route and Queue Contacts to Experts Features Easy-to-use web gadget to reserve and dispatch work Pick style work assignment State management for social contacts Push (ACD-style) assignment with Cisco Unified Contact Center Enterprise universal queue* 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

27 Cisco SocialMiner Customer Care Metrics Feature Detailed metrics on social media customer care activities Campaign reports Team reports Benefit Measure work and results Manage to service level goals Support brand management Optimize staffing

28 Cisco SocialMiner Business Benefits Customer Service Help customers in trouble Turn-around poor customer sentiment Identify process failures Sales Find new customers Upsell new products and services Interact with customers through branded mobile applications Brand Management Support Social Media marketing campaigns Increase and amplify positive brand mentions Manage negative viral brand situations Influence the influencers

29 Cisco SocialMiner Social Media Maturity Model Level 5 Proactive Engagement Proactive Customer Care Proactive Sales Social Media Business Intelligence Level 4 Social Media Customer Care Scalable engagement process Teams work queues Managed process Team activity reports Level 3 Social Media Marketing Social Media strategy Engagement marketing Brand dashboarding Minimal customer care involvement Level 2 Social Media Broadcasting Facebook page and Twitter presence Broadcast standard marketing via social media Level 1 Listening (or ignoring) Occasional reporting Reactive/surprised by social media

30 Cisco SocialMiner Summary Your customers are talking on the social web and you should be part of the conversation SocialMiner provides a way to structure your engagement Cisco can be your partner to help you develop and mature a social media care strategy Now is the time to get started

31 Web 2.0 Reporting (CUIC) Presentation_ID 2009 Cisco Systems, Inc. All rights reserved. Cisco Public 31

32 Intelligence Center Features and Benefits Features Real-time and historical dashboards include charts, grids, web content, notes to team Wizard-based interface to extend reporting to data sources inside and outside Contact Center Highly customizable look and feel User groups & access control to data, reports and capabilities Thresholds & Drill Downs Time Zone preference Benefits Automate manual consolidation of data in a single dashboard Reduce customization costs via end-user access to some customization Increase speed to find information via preconfigured drill-down information Presentation_ID 2009 Cisco Systems, Inc. All rights reserved. Cisco Public 32

33 Intelligence Center Standard Vs. Premium Feature WebView CUIC Standard CUIC Premium Core reporting for CCE with standard templates Reports in all Webview categories out of the box Mapping to WV reports Mapping to WV reports Dashboards Report templates for CVP, SocialMiner, Expert Advisor Import and run other reports created with Intelligence Center Premium Change report filters (date, time, items in category - skill, agent, call type) Rename columns Reorder, hide, unhide report columns Define Thresholds (change color, text, graphics) Multiple presentations of report data Limited Partitioning via collections Presentation_ID 2009 Cisco Systems, Inc. All rights reserved. Cisco Public 33

34 Intelligence Center Standard Vs. Premium Feature WebView CUIC Standard CUIC Premium Create or modify queries to build new reports Drill downs Pre-built only Pre-built only Unlimited Add computed fields in reports XSLT RSS Permalinks HTML post Access to non-cisco data sources for reporting Integration with Exony VIM product suite Presentation_ID 2009 Cisco Systems, Inc. All rights reserved. Cisco Public 34

35 Intelligence Center Key Areas of Reporting Focus Data, Data, Data Open Access Ensure we have the right data Simplification through abstraction of information Flexible Presentation Layer Overlay presentation layer across Cisco and other products Power to business users for simpler reporting customization Provide layered access to both capabilities and information Direct access to real-time information from Cisco products Consolidation and Analytics Utilize customer-deployed data marts and warehouses Targeted partnering for single-source solution Presentation_ID 2009 Cisco Systems, Inc. All rights reserved. Cisco Public 35

36 Intelligence Center Reporting Options With CCE 8.5 Intelligence Center Standard Dashboard based real time and historical reporting, standard reports, included with Release 8 UCCE/UCCH/ICM Intelligence Center Premium Benefits of Standard version plus ability to design new reports -- access call detail records, other data sources VIM (Solutions Plus) VIM options with integration to Intelligence Center Premium as presentation layer extend reporting and provide upsell path Presentation_ID 2009 Cisco Systems, Inc. All rights reserved. Cisco Public 36

37 Next Generation Routing (Precision Routing) UNDER NDA Presentation_ID 2009 Cisco Systems, Inc. All rights reserved. Cisco Public 37

38 Presentation_ID 2009 Cisco Systems, Inc. All rights reserved. Cisco Public 38