february 27, 2020 - cisco...key trends in contact center 1 contact centers in continuous...

Vancouver

February 27, 2020

February 27, 2020

Reach New Heights of Customer Servicewith an AI-Powered Cloud Contact Centre

Cisco Connect Vancouver 2020

Vancouver

© 2019 Cisco and/or its affiliates. All rights reserved.© 2019 Cisco and/or its affiliates. All rights reserved.

Agenda

Thank you for your Impacting the Journey

Cisco is serious about Market Context

Portfolio Update

© 2019 Cisco and/or its affiliates. All rights reserved.

4

Cloud is changing our world!


Key Trends in Contact Center

1 Contact centers in continuous

optimization mode

2 Consumers expectations rising for

personalization

3 Automation through A.I is improving, but

creates exceptions

4 Pressure on companies to improve

stagnant CX


Attributes of a great agent experience

Browser-based & modern user experience

Autonomy / Trust

Ease of authentication and finding information

© 2019 Cisco and/or its affiliates. All rights reserved.© 2019 Cisco and/or its affiliates. All rights reserved.

93%% of companies claim they are

challenged to deliver a holistic

customer experience

70%Percentage of costs in the contact

center tied to human resources

50%% of Bots that will fail in 2020

40%The amount of time a contact center

agent spends looking for information

1How many bad experiences it takes to

lose a customer for life

So What’s The

Problem?


“Hi! Thanks for contacting us…”

“Who are you?”

“I need to find you in the system”

“…have you contacted us

before?”

“I think I’ll need to transfer you..”

“Hang tight, this may take some time”

“Found you! Ok, Why are you calling?”

What are today’s experiences often like?

Siloed Interactions


9

AWARENESS CONSIDERATION PURCHASE SERVICE EXPANSION

PR

RADIO / PRINT

TV / OUTDOOR

WORD-OF-MOUTH

ONLINE DISPLAY

SEARCH

PAID CONTENT

EMAIL

3RD PARTY SITES

SOCIAL MEDIA

WEBSITES / LANDING PAGES

DIRECT MAIL

CALL CENTER

SALES REP

MOBILE APP

WEBSITE

WEB SELF-SERVICE

SOCIAL

CHAT

COMMUNITY

SURVEY

LOYALTY PROGRAM

EMAIL

OFFERS

CALL CENTER / IVR

OFFERS IN INVOICE

MAILINGS

The customer journey…


Deliver contextual intelligence throughout the customer and agent experience


The Cloud Powers A.I.


Imagine if . . .

“Hi Shawn. Thanks for

contacting us…”

“We appreciate your six year membership

with us”

“…And you were checking your order status ”

“… I see you you were just on the

web”

“…Can I also suggest this?

“… Are you inquiring about that order?”

“…Tracking says its out for PM delivery”

Seamless Interactions


Cisco’s Contact Center Portfolio

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

Cloud first, not cloud only

Cloud first, not cloud only

Journeys

Flexible transition

paths provide

customer choice in

approach

Not only

Continued

innovation for

on-premises

solutions

Cloud first

Proven cloud

collaboration suite

for businesses of

all sizes


Cognitive and Consistent

Cisco Contact Center release 12.5 (on-prem)Extend value of on-premises investments with the cloud & licensing

Cloud Connected

Simplified Platform

• Webex Experience Management

• Business Insight reports via Analyzer (Trials)

• Bot: Customer Virtual Assistant

• Intelligent call transcripts(Voicea Integration)

• Webex Experience Management agent gadgets

• Smart Licensing

• Finesse desktop enhancements

• Platform and security updates

NEW

Cisco Confidential – Subject to NDA

Helping customers migrate data to the cloud now, for easier

cloud transition later

Cloud Connect - CCX/CCE 12.5

Enabling customers to leverage their existing on-premises

investments

Converged cross-platform data architecture in the cloud

Cloud-based AI and analytic services available for Cisco

on-premises customers


Webex Contact Center

18Presentation ID


A new cloud-centric portfolio

Call | Meet | Message | Devices | APIs/SDKs

Voicea | Experience Management | Analyzer

Webex Contact CenterWebex Contact Center

Enterprise

WebexContact Center

Single Global Platform

Cognitive Collaboration

All Business Sizes

Single Subscription

Webex single platform for contact center

New


Native cloud architecture

Bring security and unlimited visibility, flexibility, and scalability to

Webex Contact Center

Reduce complexity and

expense

Speed to deploy new functionality drastically

reduced compared to premise-based contact centers

Enhance productivity and lower

the total cost of ownership


Webex Contact Center overview

Omni-channel

Self Service

Predictive Routing

Platform Management

Business App Integrations

Native Cloud

Workforce Optimization

Agent Desktop

Expert Collaboration

Customer Experience Employee Experience Business Operations


Agent desktop

Customer HistoryBot Interactions

Voice

Agent Desktop

Digital

Provides an intuitive agent experience, improving agent productivity

Matches the look and feel of other Webex products


Webex Control Hub: Your single pane of glass

Manage your Webex services together

Fast user onboardingEasily configure

services and policies

Single pane of glass Activate services quickly Control entitlements, security, and compliance

For Cisco Webex Contact Center, Meetings, Calling, and Team Collaboration

Webex Control Hub


Introducing

Webex Contact Center Enterprise

Common components enabling low risk migrations for existing customers

Extensive set of API’s for customization

Scale, quality, and security for the large enterprise


Cisco Webex Contact Center Enterprise

Enterprise Cloud Service

• Powered by Cisco UCCE in the cloud

• Cisco hosted and managed

• Highly customizable and scalable

• Familiar experiences


Seamless continuity for cloud migration



Enterprise Cloud Service

• Cisco Finesse and CUIC

• Task Routing and Precision Routing

• AI and ML Integrations

• Cisco Control Panel


Seamless continuity for cloud migration


Security and trust:

Cisco has an unassailable reputation for true security.

We continue to invest billions of dollars to make your contact

centers more secure, and to give you cloud innovation without

disruption

Security


Cisco DevNetEnabling customers and partners


Cisco Confidential: Under embargo until 9/18

AI Augmented Super Agents


Cisco AI strategy for Contact Center G oog leCCAI

P artner

Cisco’s Contact Center strategy is to empower agents with AI-enabled featuresbuilt using best-in-breed technology:

Using our proprietary AI technology (including Voicea, MindMeld, etc.)

As well as Google CCAI enabled features such as Conversational IVR and Bot Virtual Customer Assistant

Features/productspowered by Cisco AI

Voicea Gadget Transcription (EFT, 12.5)

Call Transcripts and Highlights

Features/products powered by Goog le Contact Center AI/Dialogflow

Conversational IVR *

Bot Customer Virtual Assistant *

Cisco Answers **

*BYO orderable, Cisco offer not orderable yet

** not orderable yet


Surrounding Agents with AI Assistance

Intelligent Self-Service

Chat bots and Conversational IVR to reduce call volume

In-call suggested answers for agents based on customer conversations

Speech to text transcripts for more accurate notes and faster wrap-up

Identify key issues and provide agent coaching

Real-Time Transcripts

Call Quality & SentimentInsights

Live Agent Assistance


Impacting the Journey



PR

RADIO / PRINT

TV / OUTDOOR

WORD-OF-MOUTH

ONLINE DISPLAY

SEARCH

PAID CONTENT

EMAIL

3RD PARTY SITES

SOCIAL MEDIA


DIRECT MAIL

CALL CENTER

SALES REP

MOBILE APP

WEBSITE

WEB SELF-SERVICE

SOCIAL

CHAT

COMMUNITY

SURVEY

LOYALTY PROGRAM

EMAIL

OFFERS

CALL CENTER / IVR

OFFERS IN INVOICE

MAILINGS

The Customer Journey



PR

RADIO / PRINT

TV / OUTDOOR

WORD-OF-MOUTH

ONLINE DISPLAY

SEARCH

PAID CONTENT

EMAIL

3RD PARTY SITES

SOCIAL MEDIA


DIRECT MAIL

CALL CENTER

SALES REP

MOBILE APP

WEBSITE

WEB SELF-SERVICE

SOCIAL

CHAT

COMMUNITY

SURVEY

LOYALTY PROGRAM

EMAIL

OFFERS

CALL CENTER / IVR

OFFERS IN INVOICE

MAILINGS

Problem: no awareness outside contact center

NOT AWARE

NO

T A

WA

RE

Contact Center



PR

RADIO / PRINT

TV / OUTDOOR

WORD-OF-MOUTH

ONLINE DISPLAY

SEARCH

PAID CONTENT

EMAIL

3RD PARTY SITES

SOCIAL MEDIA


DIRECT MAIL

CALL CENTER

SALES REP

MOBILE APP

WEBSITE

WEB SELF-SERVICE

SOCIAL

CHAT

COMMUNITY

SURVEY

LOYALTY PROGRAM

EMAIL

OFFERS

CALL CENTER / IVR

OFFERS IN INVOICE

MAILINGS

Opportunity: see the entire customer journey

Contact Center

Opportunity

Op

po

rtu

nit

y


Webex Experience Management (formerly CloudCherry)

Analytics• Derive relationship between experience drivers & KPIs (i.e. NPS, CSAT & revenue)

• Predictive analytics to understand KPI & strategic decision impact

Create more proactive, predictive and personalized customer experiences

Customer Journey• Follow customers across 17 different channels

• Assess areas of improvement to drive loyalty

Survey Builder• Create and customize post-call IVR/email & web intercept survey

• Survey triggered immediately after the interaction


Webex XM & Cisco Contact Center

Agents Dashboard

Move from a transactional approach real-time customer journey view across physical, digital and IoT interactions with rich layered operational and transactional context

CloudCherry and Cisco Confidential pursuant to joint NDA


Webex XM & Cisco Contact Center Analysis

Supervisor Dashboard

Drill down into role based dashboards by Agent pool, Customer stage or campaign to view root cause analysis, apply advanced statistical tools or just track key AHT/FCR/CC metrics.


Webex XM & Cisco Contact Center Analysis

Intelligent Routing

Predictively match high value customers to the agent with the highest CX scores, maximising efficiency and improving top-line returns from increased engagement

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

WebexExperienceManagement

Demo: Kevin Hiatt

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

Summary

Cloud and AI are changing the customer experience!

Cisco is serious about Contact Center!

This event is about YOU

Scan this code if you would like to talk to a Cisco Specialist

february 27, 2020 - cisco...key trends in contact center 1 contact centers in continuous...

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