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Innovations in Customer Collaboration Ong Boon Leong Gerard Femee
Agenda
• Trends
• Innovations - Cisco Customer Collaboration
• Demo
Waves of Customer Collaboration Innovation
IDEO
Drive, run, or walk to your customers with technology, information, and personalized service.”
Tom Kelley
“
Wave 2:
Relationship
Wave 1:
Cost
Wave 3:
Experience
Contact Centers Evolving…
from a
Place to a
System to an
Enterprise Service
Cost Relationship Experience
Operations +Marketing +Branch +Retail +Value Chain
AHT, ASA, Service Level, Occupancy, cost per call
Wallet share, customer satisfaction, closure rates, lead conversion
NPS, First Call Resolution, Cycle Time
STRATEGY
MANAGEMENT MODEL
METRICS
ROI
Architecture Evolution
Collaboration Services
Infrastructure Services
CTI
IVR
Multi
Channel WFO ACD
ACD
CTI
IVR WFO
Multi Channel
Application Layer
Routing Agent
Selection IB/OB Voice
Video
CTI
Recording Session Mgnt
Voice Portal
Gateways Security Borderless Networking
QOS
CRM
Social
Mobile
BPM
WFO
Web
Dynamically Networked Walled Garden Distributed
Big Iron Appliances Distributed Systems Applications and Platforms
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
Innovations in Customer Collaboration
Virtualization Video
Customer Care
Multi-channel
and Mobile
Customer Care
SocialMiner Social Media
Customer Care Twitter
RSS
Custom feeds
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
Highly Effective Agents My company trusts me to make decisions. I don’t need to put callers on hold to get permission to do the right thing.
I have the right tools at the right time. The tools support my job.
My company concentrates on supporting me instead of measuring me. I always have the right information when I
need it. I don’t need to hunt for data or switch between applications.
My desktop applications evolve in lock step with business changes.
My organization is set up to help customers.
Sample Traditional Agent CTI desktop
Not flexible to add functionality or applications for Agent or Supervisor..
How about this?
Finesse Gadgets - Sample 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
Sales Premium Conversions
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
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16
Traditional Skills-based Routing Model
Administratively Intensive Agent Management
Inability to Take Advantage of Unique Expertise and Aptitude
Time Consuming
Costly and Complex Administration
Lack of Flexible, Detailed Reporting
Skills-Based Routing Technology Limits Growth and the Ability to Easily Extend Business Logic
Customer Needs and Agent Qualifications
• In a traditional Skills Based Routing environment, customer needs and agent qualifications were both represented by Skill Groups
• Precision Routing changes this paradigm: – Customer needs are represented by the Precision Queue that is selected
– Agent qualifications are represented by Attributes
– Precision Queue selects the agent attributes required for the caller
Precision Routing
Agent Expertise
Language Service Booked Through Other Res.
Attribute Proficiency
English Reservation 3 5 7 Web site Hotel
Spanish Award 3 5 7 Phone Air
Lost Baggage Travel agent
å
Language Service Selection Status Booked Through Other Res. Loyalty Recent History
English New Reservation In-route Web site Hotel Standard Neutral/good
Spanish Existing Reservation Not In-route Phone Car Gold Negative event
Award Reservation Travel agent Platinum
Lost Baggage
Optimal match
QUE
CUSTOMER JENNIFER ALBERTSON
SAMANTHA MARSHALL
TYRONE BOOKER
ADRIANA GUZMAN
JOHN WASHINGTON
ANTHONY LOPEZ
SABRINA JONES
RYAN DE LA CRUZ
API
Simplify Scripting with Dynamic Agent Selection
Agent selected by Precision Queue based on Skills and Aptitude
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19
READY FOR
CVP JOHN WASHINGTON
TYRONE BOOKER
ADRIANA GUZMAN
SABRINA JONES
RYAN DE LA CRUZ
JENNIFER ALBERTSON
ANTHONY LOPEZ
SAMANTHA MARSHALL
API
Self Managing: Empowered Agent
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 20
JENNIFER TAGS HERSELF
JENNIFER
QUE
JOHN WASHINGTON
TYRONE BOOKER
ADRIANA GUZMAN
SABRINA JONES
RYAN DE LA CRUZ
JENNIFER ALBERTSON
ANTHONY LOPEZ
SAMANTHA MARSHALL
CUSTOMER
API
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 21
Self Managing: Empowered Agent
CVP CALLS ARE IMMEDIATELY DIRECTED TO
JENNIFER
JOHN WASHINGTON
TYRONE BOOKER
ADRIANA GUZMAN
SABRINA JONES
RYAN DE LA CRUZ
JENNIFER ALBERTSON
ANTHONY LOPEZ
SAMANTHA MARSHALL
HR DATABASE UPDATED
SAMANTHA
API
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 22
Self Managing: Controlled Agent
PASSED AUTO CERTIFICATION
JOHN WASHINGTON
TYRONE BOOKER
ADRIANA GUZMAN
SABRINA JONES
RYAN DE LA CRUZ
JENNIFER ALBERTSON
ANTHONY LOPEZ
SAMANTHA MARSHALL
CUSTOMER
QUE
AUTO CALLS ARE IMMEDIATELY DIRECTED TO SAMANTHA
API
Self Managing: Controlled Agent
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 23
JOHN WASHINGTON
TYRONE BOOKER
ADRIANA GUZMAN
SABRINA JONES
RYAN DE LA CRUZ
JENNIFER ALBERTSON
ANTHONY LOPEZ
SAMANTHA MARSHALL
CUSTOMER
API
Self Managing: Feedback Loop
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 24
JOHN TAKES A CALL ABOUT A NEW
PRODUCT
AGENT’S SKILL
RATED
EXCELLENT!
HR DATABASE UPDATED
Another Example : Extending Beyond Static Skill - Improve Customer Satisfaction
Post call survey > 3
Post call survey <=3
Bad Experience with previous communications with the contact
center (from any channels)
Agent A
Agent B
Idle for 5 secs
Idle for 30 secs
Traditional routing
Precision Routing based on Open API updates on post call survey results
Customer face with similar bad experience and might have a long lasting negative impression on the
contact center
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
Cisco Unified
Intelligence Center
Charting Flexible Reporting Presentation Layer
WFM and QA
RSS & Widgets
Heterogeneous ACDs
Data Silos
© 2009 Cisco Systems, Inc. All rights reserved.
Real Time and Historical Dashboard
Customer Experience Management
Cisco Public BRKCCT_1003_c2
iPad/iPhone
Excel
Internet Explorer
PC and Plasmas
Schedule Reports
27
Cisco Unified Intelligence Center Unified Reporting and Analytics
• 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
Features
• 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 pre-configured drill-down information
Benefits
Cisco Unified Intelligence Center Unified Reporting and Analytics
Innovations in Customer Collaboration
Virtualization Video
Customer Care
Multi-channel
and Mobile
Customer Care
SocialMiner Social Media
Customer Care Twitter
RSS
Custom feeds
Cisco SocialMiner
SocialMiner Capture
RSS
REST API for Custom feeds
Cisco SocialMiner™
Reporting Services
• Cisco® Unified Intelligence Center
Notification services
• XMPP/Cisco jabber™
• SMTP email and SMS • HTTP
Publication Services
• RSS
Authentication Services
• Active Directory
Innovations in Customer Collaboration
Virtualization Video
Customer Care
Multi-channel
and Mobile
Customer Care
SocialMiner Social Media
Customer Care Twitter
RSS
Custom feeds
Mobile Customer Care
Caller Experience • Personalized Customer
Experience • Enhanced Customer
Preference (back back or call immediately) and Data Collection
• Retention of Context from the Mobile Application to the Contact Center
Customer intent improve first call resolution and shorter AHT
Caller name and location
Ong Boon Leong Gerard Femee
DEMO
Questions?
Thank You
TOMORROW starts here.
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