Powering Transformation With Cisco

Transcription

1 Shape Your Business For the Future: Powering Transformation With Cisco Customer Collaboration Padd Chantaraseno

2 Agenda Elevating the Experience Desktop Experience Routing Experience Customer Experience Capturing Experience

3 Elevating the Experience

4 Customer Expectations are Changing TECHNOLOGY Web Video TRANSFORMATION ebusiness Collaboration BENEFIT Automation Humanization IMPACT Services, Sales, Marketing, Employee Productivity Productivity & Monetization Personal, Social & Interactive

5 Disruptive Innovation Customer Collaboration Virtual Contact Center Routing & Reporting SocialMiner Social Media Customer Care Speech Self-Service MediaSense Multi-Media Capture & Storage Finesse Agent Desktop Customer Collaboration Enterprise Experts Multichannel / CRM Video-Enabled Customer Care

6 Desktop Experience

7 Traditional Thick Client

8 Traditional CTI Integration

9 Cisco Finesse Objectives Revolutionize the Agent Experience IT Friendly Developer Friendly Agent tools to reduce handle time and improve caller experience Empower agents through the use of a user-center designed product Thin Client Seamless collaboration integration Standards Compliant Ease of Administration User Friendly REST API Open Source UI Common Desktop to CCE and CCX

10 Finesse Cockpit A Container Application that Eases Cost of Integration Configurable Tabs Administrators define tab names Agent State Controls Configurable Gadgets Administrators define which gadgets go on each tab 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10

11 Finesse Gadgets Ease of Customization via modular architecture Mini-web pages assembled into a larger webpage A la carte approach to agent desktop Utilize OpenSocial for standards-based integration Cisco UI Source code published to CDN

12 Calabrio ONE Finesse Gadget

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14 Upstream Works for Finesse Context based, multichannel interaction handling Business Interaction Management to capture, use and analyze interactions Freely combine Finesse and Upstream APIs to build rich, content driven gadgets Included gadgets: Multichannel work queue Interaction capture and history Marquee client Real time supervisor/agent view Analytics for agent, customer, and business 14

15 2Ring WRAP-UP FORMS Collect data Have agents collect reliable info on inbound and outbound calls in your contact center using webbased forms Save time Start filling out a form on call s arrival, don t wait until call ends Empower supervisors Create and modify forms with ease 15

16 Routing Experience

17 Agent Expertise

18 Traditional Skill-Based Routing CUSTOMER Skill Groups Predefined and Static Agent Profiles Locked Must Unlock Agent Expertise and Aptitude Unique Attributes Lost in Skills-Based Routing for Highest Quality Customer Care

19 Unlocking Expertise Creates Multiple Skills Groups

20 Assigning Expertise and Aptitude to Agents JENNIFER SAMANTHA JOHN

21 SABRINA JONES Selecting Agents by Expertise and Aptitude API JENNIFER SAMANTHA JOHN JENNIFER ALBERTSON TYRONE BOOKER SAMANTHA MARSHALL ADRIANA

22 Selecting Agents by Expertise and Aptitude API SEEKING MATCH BEST FOUND MATCH CUSTOMER Agent expertise and aptitude defines the step STEP 1 RYAN SABRINA SAMANTHA TYRONE JOHNSTON Your Hello call this is is important Tyrone, to how us please may I help hold. you? JENNIFER TYRONE

23 Selecting Agents by Expertise and Aptitude API SEEKING NO MATCH BEST FOUND MATCH CUSTOMER Agent If no match expertise and found aptitude in Step 1, defines move to the Step step 2 STEP 1 RYAN SABRINA SAMANTHA Your call is important to us please hold. JENNIFER TYRONE

24 Selecting Agents by Expertise and Aptitude API SEEKING MATCH GOOD FOUND MATCH CUSTOMER Each step allows the system to expand the agent search pool RYAN SABRINA SAMANTHA JENNIFER STEP 2 TYRONE ADRIANA JOHN ANTHONY Your Hello call this is is important Anna, to how us please may I help hold. you? ANNA BOREGA JAMES ANNA PRIA SUSAN

25 Presition Routing: New Terminology Sample Precision Queue: Terms / Step Criteria Wait Time Attributes

26 Precision Queue Reporting Analogous to skill group reports Precision Queue Efficiency Report

27 Business Relevant Metrics

28 Real-time Analysis and Precision Queue Management Service Precision Queue Level SL Trend Agent Service Pool Level Size FTEs SL in Agent FTEs in Trend Half Pool Agents Size Most Half Shared with Agents Most Step Shared Escalation with Accelerator Step Escalation Accelerator tonauto Ins English 70% Boston i 43 70% 23 i Auto 43Ins English 23 New York Auto Ins English New York York Auto Ins English 81% New York n 46 81% 32 n Auto 46Ins English 32 BostonAuto Ins English Boston ston Auto Ins Spanish 82% Bostonh 40 82% 39 h Auto 40Ins Spanish 39New York Auto Ins Spanish New York w York Auto Ins Spanish 83% New York i 54 83% 34 i Auto 54Ins Spanish 34Boston Auto Ins Spanish Boston ston Home Ins English 82% Bostonn 43 82% 24 n Home 43 Ins English 24New York Home Ins English New York w York Home Ins English 82% New York n 49 82% 31 n Home 49 Ins English 31Boston Home Ins English Boston oston Home Ins Spanish 83% Boston h 60 83% 26 h Home 60 Ins Spanish 26 New Home York Ins Spanish New York ew Home York Ins Spanish 79% New York n 52 79% 19 n Home 52 Ins Spanish 19 Boston Home Ins Spanish Boston n Pet Ins English 80% Boston n 40 80% 11 n Pet 40 Ins English New 11 York Pet Ins English New York York Pet Ins English 82% New Yorkn 55 82% 18 n Pet 55 Ins English Boston 18 Pet Ins English Boston tonpet Ins Spanish 75% Boston i 42 75% 12 i Pet 42 Ins Spanish 12 New York Pet Ins Spanish New York York Pet Ins Spanish 82% New York n 482% 46 n Pet 48 Ins Spanish 46 BostonPet Ins Spanish Boston Real-time analysis on Queues & Resource sharing Sliders for easy prioritization speed over match quality Alternative to re-skilling practices

29 Self Managing: Controlled Agent RYAN DE LA CRUZ API SAMANTHA SABRINA JONES PASSED AUTO CERTIFICATION JENNIFER ALBERTSON HR DATABASE UPDATED TYRONE BOOKER

30 Precision Routing Benefits BEFORE Skills-Based Routing AFTER Precision Routing Complex agent management Unique expertise aptitude lost in skillsbased routing Scripting complex and time consuming Administrative changes are costly and complex Improved resource optimization Ease of administration, simplicity Easily add new product features and services Enhanced reporting and manageability Supports third-party application integration 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 30

31 Customer Experience

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33 What is Cisco s Remote Expert? A Solution that Connects a Customer to an Available Expert within the Enterprise via a High-Quality, High-Definition Video and Voice Connection Identifies, locates, and connects customers with experts for advisory services and complex, high-value transactions Creates a virtual pool of experts/specialists, whether co-located in particular centers or distributed within their enterprise footprint reducing lost sales opportunities Provides high-quality audio and video for customer interactions delivering a compelling customer experience Maximizes effectiveness and reach of experts Allows experts to conduct a complete business transaction including document sharing, printing, signatures and payment

34 Remote Expert Solution Touch Screen Application Self-Service and Call Type Selection Interactive Experience Client 4600 Mini computer for Local Peripherals (printers, card readers, touch panel) EX Series Cisco IEC 4600 Remote Expert Agent Desktop Screen Sharing and Remote Device Control Payment Cards Remote Expert Manager Mini computer for Local Peripherals (printers, card readers, touch panel) Touch Screen Display Scan/Print/Copy

35 Customized Remote Expert Welcome Screen Welcome screen displayed on RE pod s touch screen Support for any image and font permitted by WebKit (Google Chrome) including Flash 10.2 graphics/animations Banking example shown here

36 Remote Expert Application Sharing Share Desktop or individual applications such as the CAD application shown below Flash-based sharing Allow customer to control Agent s shared application Shares without in-store customer having to click or press anything to begin

37 Remote Expert Agent Desktop Integrates with Cisco Agent Desktop Supported by Contact Center Enterprise and Express Customer Notes and Transactions Document Sharing and Printing to RE Pod Video Sharing to RE Pod

38 Capturing Experience

39 Drivers to Cisco MediaSense Having challenges capturing VoIP conversation Voice Recording Platform is proprietary High Cost to provide Redundancy Multi-Site deployments Capture full customer experience including IVR

40 Evolution of Open System Traditional Recording Solution Multiple Vendors Applications Open Web 2.0 APIs Cisco MediaSense SIP standards TDM, SPAN, BiB Cisco Network Infrastructure

41 Recording & Analytics Following Enterprise I.T. Trends 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

42 Session Management Cisco MediaSense Solution Overview Partner Applications Open Web 2.0 APIs drive Application Innovation and Global Partner Ecosystem Compliance Quality Monitoring Workforce Management Speech/ Behavioral Analytics Custom/ In-house Apps Open Web 2.0 Application APIs Multimedia Services SAN DMS Audio Capture Video Capture Streaming Metadata / database Media Storage / archiving Media export / transcoding Content management Show and Share Network infrastructure CUBE Network-based Media Replication Dynamic Resource Control, Discovery and Access Seamless media control for complex scenarios and network topologies Metadata transmission Medianet integration

43 Network Services Applications Multimedia capture, storage, processing Replay & Monitoring Apps Apps Cisco & 3 rd Party Apps Web 2.0 APIs Web 2.0 APIs Application, User, & Configuration Management Redundant Metadata database Media Management Application, User, & Configuration Management Redundant Metadata database Media Management Add media servers for scalability and high-availability Fibre Channel SAN storage SAN SIP Call Control Media Capture & Streaming SIP Call Control Media Capture & Streaming SIP Call Control Media Capture & Streaming SIP Call Control Media Capture & Streaming CUBE Call Control Gateway, SBC, or Phone

44 Centralized Recording with CUBE Callers CUBE Network Media Forking CUBE - Enterprise Edition MediaSense SAN storage 3 rd party QM, Compliance, and Speech Analytics Agents (anywhere) Agents (anywhere) Site One Site Two Continuously record a call regardless of destination or transfers Improves TCO and ROI through server, trunking, port consolidation Centralized management and deployment eliminates redundancy

45 Multi-Site Recording Local Callers Calls Recorded at the branch MediaSense Cluster on UCS Site 1 Local Callers MediaSense Cluster on UCS Data Center Partner Application SAN storage Centralized UCM Cluster Quality Monitoring, Data Storage & Management, Site 2 Distributed architecture uses the Network as the Platform: Capture calls in the branch or datacenter Management, control, and data storage are centralized / simplified 3 rd -party Quality Management and Media Management applications in datacenter

46 Branch Recording Local Callers MediaSense Cluster on UCS Datacenter MediaSense Calls Recorded at the branch Site 1 Local Callers MediaSense On UCS Express Blade in Router Centralized UCM Cluster Quality Monitoring, Data Storage & Management, Site 2 Media Capture architecture uses the Network as the Platform: Capture calls on the branch with the UCS Express blade (ISRG2) or UCS Server Total Cost of Ownership Is Reduced Management, control and data storage are centralized / simplified 3 rd -party Quality Management and Media Management applications in centralized location

47 Real-Time Speech Analytics MediaSense streaming supports live monitoring & analytics via partner apps Enterprise Analysis Agent Supervisor Analyst Business Rules, CRM data, etc. Business Engine In-call events Real-time and post-call speech analysis Speech Engine Each Business Role sees a tailored view of the data Open Web 2.0 APIs Callers MediaSense Media streamed in real-time Call events reported to app All calls captured and cached Selectived calls archived

48 Cisco MediaSense The Network as a Platform Cisco network innovation addresses recording and streaming for real-world business needs Value-added Customization Select the right applications for your needs Develop custom apps for specialized requirements Datacenter focus improves TCO and ROI Consolidation, Virtualization, SAN storage Leverage Enterprise Web 2.0 skills Download the platform and build an app today!

49 Thank you.