cisco’s remote expert solution · waves of customer collaboration innovation “drive, run, or...
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© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1 Cisco Confidential © 2011 Cisco and/or its affiliates. All rights reserved. 1
Cisco’s Remote Expert Solution Boost Revenue at Less Cost with Innovative Customer Experience Carl Borchardt Business Development Manager, APJC Collaboration
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WAVES OF CUSTOMER COLLABORATION INNOVATION
“Drive, run, or walk to your customers with technology, information, and personalized service.”
Tom Kelley, IDEO
Wave 2:
Relationship
Wave 1:
Cost
Wave 3:
Experience
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from a
Place
to a
System
to an
Enterprise Service
Cost Relationship Experience
Operations +Marketing +Branch
+Retail
+Value Chain
Average Hold Time
Average Speed to Answer Occupancy
Cost per call
Wallet Share
Customer Satisfaction
Closure Rates
Lead Conversion
Net Promoter Score
First Contact Resolution
Cycle Time
STRATEGY
MANAGEMENT
MODEL
METRICS
ROI
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Customer Collaboration
Web 2.0
Agent
Desktop
Speech
Self-
Service
Multi Media
Capture
and
Storage
Virtual CC
Routing &
Reporting
UC
Integration
& Mobility
Video
Enabled
Customer
Care
Multi
Channel
Social
Media
&
Customer
Care
TRUE CUSTOMER COLLABORATION
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Innovations in Customer Collaboration
Finesse Customizable Agent Cockpit
CUIC
Web 2.0 Reporting
MediaSense
Recording as a Platform
Others
Precision Routing Multi-dimensional routing built on proficiency based
Agent attributes
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Innovations in Customer Collaboration
Virtualization Video Customer
Care
Multi-channel and
Mobile Customer
Care
SocialMiner Social Media
Customer Care Twitter
RSS
Custom feeds
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What is Cisco’s Remote Expert?
• 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
A Solution that Connects a Customer to an Available Expert within the Enterprise via a High-Quality, High-
Definition Video and Voice Connection
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Enterprise/Cloud
Data Center
Media Sense
Recording
CUCM
Call Control
CCE/CCX
Queuing
Cisco MCU
Conferencing
Remote Expert Pods
Distributed
Experts
Click-to-Call with
Cisco Jabber
Video Soft Client
RE Session
Initiation with
Tablet
Product Expert
Cisco
IEC4600
Control
Points
Remote Expert
Home Sessions
Remote Expert
Digital Stations
Cisco
Control
Points
Internet
Remote Expert
Mobility
Cisco
Jabber
RE Manager
Rules Engine
Task Orchestration
Session Management
Cisco SocialMiner
Clients
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• 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
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LOAN
ORIGINATION
PORTFOLIO
MANAGEMENT
RETIREMENT
PLANNING
Customer queries
Customer queries
Customer queries
Knowledge share
Complete process
Purchase plan
Wealth Manager
Mortgage Broker
Retirement Expert
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Thank You.