Bringing the Customer Experience to Life – One Demo at a Time

Amy Roberge Lukas Carruthers Peter Milligan

May 12, 2016

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• Demo Systems Update

• Perspective from the Field

• Demonstration

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IMMERSIVE HIGH-TOUCH

PE

OP

LE

PLA

CE

P

LATF

OR

M

ü CBCs / EBCs ü  Partner Premise

ü Customer Premise

Cisco Sales Cisco Partners

Virtual Demonstration Experts

Cisco CC CSEs

ü Cisco Experience Centers

SELF-SERVICE

ü Cisco Briefing & Conference

Centers

Cisco SE Labs dCloud

Rome Lab

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Partner Site

Customer Site

http://dcloud.cisco.com

Scripted, Customizable, Pilot, Customer site, Cisco office, Briefings, Events See and participate

Any Use Case

Get started right away Pre-configured, multiple roles Endpoints optional

Supported Tested & validated 24x5 phone, web support, chat

Scripted

Virtual Cisco & Partner access Browser based Multiple participants, presenters, locations

Customizable Full administrative control Customize, localize, create new script Save, share and re-use

anyone � anywhere � anytime

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ü  Over 160,090 dCloud Sessions in FY15

ü  Over 13,000 Customer Care Demos in FY15

ü  Average Time Saved per engagement: 20hr/Session

ü  3 New Customer Care Releases in Q3 FY16 with 2 more planned for Q4 FY16

ü  40% Partner and 55% Cisco usage

Customer Care Launches by Geo FY14–FY16

0

500

1,000

1,500

2,000

2,500

3,000

3,500

FY15 Q1 FY15 Q2 FY15 Q3 FY15 Q4 FY16 Q1 FY16 Q2 FY16 Q3

AMERICAS

APJC

EMEAR

GC

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•  One service for many use cases •  Pre-sales demonstrations

•  Large customer events

•  Kick-the-tires on new products before customers get it

•  Training

•  Customer hands-on

•  One service for many technologies

•  Collaboration, Customer Collaboration

•  Datacenter & Virtualization, Smart Solutions, Unified Access

•  Cisco builds it, maintains it, and supports it – We get to use

•  Document and supported

“dCloud is an invaluable

resource for our pre-sales team. We rely on it for training, pre-sales and customer events.”

Jon Helmer VP of Design Architecture for AOS

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•  Customer experience Cisco Solutions

•  Share dCloud sessions with your customers

•  Accelerate customer learning and sales cycle

1.  Cisco & Partners start and and share sessions any Cisco.com user

2.  Customer is notified via email

3.  Customer access dCloud session using Cisco.com credentials

4.  Customers get full dCloud experience!

5.  Cisco & Partner provide customer training & support

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Recent Releases Q3

§ Contact Center Express 11.0v1

§ Contact Center Enterprise 11.0v1

§ Connected Analytics for Contact Center v1

§ Contact Center Express 10.6v2

§ Contact Center Express

10.6v1 § Cisco Contact Center

Enterprise 10.5v2

Customer Collaboration Demo Roadmap Updated May 2016

Packaged Contact Center Enterprise 11.0v1

•  RE Mobile with Expert Assist •  eGain Solutions + v14 •  Bucher & Suter Connects for SFDC •  Core PCCE Features; Courtesy

Callback, Post Call Survey, Outbound, Agent Greeting, Whisper.

•  Precision Routing •  VoH / VoQ

Contact Center Express 11.0v1 •  CUIC, Mediasense, & WFO

Enhancements •  Finesse Custom Call Variable

Layout •  Finesse Base IP Phone Agent •  RE Kiosk, RE Immersive Branch, &

RE Mobile •  Unified Vertical Alignment

Contact Center Express 11.0v2 §  UpstreamWorks Intgration

§  2Ring Integration §  Context Service – Showcase the

customer journey

Packaged Contact Center Enterprise 11.0v2

§  Context Service

§  Jacada Visual IVR Service §  Tropo

Q4

Q1 – Planned

Cisco Contact Center Express 11.5v1

Packaged CCE 11.5v1

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•  Customer – Demo & Proof of Concept •  Tender & Competitive Situations •  Partners have a customised environment in a matter of days •  Can emulate the customer requirement •  Demonstrated in any location

• Partner Use & Value •  Familiarisation with portfolio •  Map to customer requirements •  Reusable & Customisable Demonstrations

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Manufacturing & Distribution •  20 Distributed CC sites •  Avaya & Enghouse Mix •  200 Agents •  CC staff resistant to change

Proved & Extended •  Fully Customised Demonstration

•  Scenario Walkthroughs

•  Discovered New Opportunities

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Email company

Chat about

options

Get Confirmation

Talk about the

Experience Get Support

Research Purchase

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A Total Customer Experience

Research Engage Buy

Social

Web/App

Contact Ctr

Data Analytics

Decide

Email and Chat

Support Promote Purchase made on web site

Interactive Web site

Context Service

Remote Expert Mobile

Video Call

Tweet about Segway

experience

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Intuitive

Scalable

Flexible

Extensible

http://dcloud.cisco.com

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