© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1Cisco Confidential 1C97-710773-01 © 2012 Cisco and/or its affiliates. All rights reserved.

Eric van Sommeren

Regional Sales Manager

Customer Collaboration Sales

sommeren@cisco.com

Customer Collaboration

Cisco Confidential 2C97-710773-00 © 2012 Cisco and/or its affiliates. All rights reserved.

Three Waves of Customer Interaction

Breaking the barriers of your Contact Center

Customer Collaboration differentiates your company

Proof points of Success

Topics

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“Customer interaction is entering it’s third wave and this time it’s all about the experience.”

John Chambers CEO Cisco

Wave 2:Relationship

Wave 1:Cost

Wave 3:Experience

Waves of Innovation in Customer Care

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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 TimeAverage Speed to Answer OccupancyCost per call

Wallet ShareCustomer SatisfactionClosure RatesLead Conversion

Net Promoter ScoreFirst Contact ResolutionCycle Time

STRATEGY

MANAGEMENTMODEL

METRICS

The Contact Center Evolves...

ROI

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Intelligent routing

Computer telephony integration (CTI)

Integrated customer analytics

Customer relationship management (CRM)

Portals

Relationship

Call centers 800 service

Schedule and forecasting

Interactive voice response (IVR)

Cloud Virtual servers/desktopsReporting

Workforce optimization (WFO) Analytics

Cost

Social mining

Social CRM integration

Proactive contact

Crowdsourcing Video

Experience

1980s 1990s 2000s 2010+

Waves Are Continuous and Cumulative

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Breaking down the barriers

Collaboration Services

Infrastructure Services

CTI

IVR

MultiChannel

WFO ACD

ACD

CTI

IVR WFO

MultiChannel

Application Layer

RoutingAgent

SelectionIB/OBVoice

Video

CTI

RecordingSessionMgmt

VoicePortal

Gateways SecurityBorderlessNetworking

QoS

CRM

Social

Mobile

BPM

WFO

Web

Dynamically NetworkedWalled Garden Distributed

Big Iron Appliances Distributed Systems Applications and Platforms

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Yesterday’s solutions aren’t enough. Customers want to be taken care of...

at any time, in any location, and on any device.

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The Customer Collaboration Experience

Virtual experts and branch/retail kiosks

Smartphone will significantly impact Customer Care

Contact Center shared services models, Cloud, Server and desktop virtualization economics

Brand protection, lead generation and customer service

Mobile

Visual

Social

Virtual

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Embrace Mobilization of Your Customers

MOBILITY SMARTPHONES MOBILE VIDEO

80% of people in the world own a mobile phone

40% of US mobile phones are

smartphones

56% of smartphone users

watch videos

\\\\\\\\

30% of mobile users live in India

or China

Two thirds of users 25-24 own a smartphone

71% of the world’s mobile data traffic will

be video in 2016

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Support Mobilization of Your Workforce

2011 2012 2013

50% of computing devices are smartphones

or tablets

73% of enterprise workers are

mobile

80% of businesses support their workforce

with tablets

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Encourage Care for Social

Business-to-business marketers are spending millions of dollars annually on social-marketing programs, though nearly 30% are not tracking the impact of social-media programs on lead generation and sales.

30%• 70% of businesses ignore complaints on Twitter

• 83% of people who complained on Twitter liked or loved a response by the company

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Visualize Customer Experience

Across any Device, any Channel and any Branch

Life-like, in-person video collaboration

Remote Expert/Kiosk

3G/4G/WiFi Access

Mobile Phone

Browser-based applications

Internet Browser

Commonly used clients

IM Client

Video broadcast to desktop PCs

On Demand

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Virtualize to Optimize

Flexibility and Business Continuity Data Security Total Cost of Ownership

Fragmented Solution Set Return on Investment

Desktop Virtualization Drivers

Desktop Virtualization Challenges

Maintaining High Quality for Video, Voice Experience

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Combining Traditional Tools

Web 2.0Agent Desktop

VirtualContact Center

Routing & Reporting

Social MediaCustomer Care

SpeechSelf-Service

Multi-MediaCapture & Storage

UC Integration/Mobility

Video-EnabledCustomer CareMultichannel / CRM

Customer Collaboration

with the Power of the Future

Moving to True Customer Collaboration

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• Productive and accessible mobile workers

• Effective virtual teams

• Interactive and engaged employees

• Strategically aligned organization

• Flexible and innovative working options

• Satisfied and loyal customers

• New and innovative IT models

Productivity Innovation Growth

Business Value of Collaboration

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15,000+ Leading brands have put their trust in Cisco Customer Collaboration

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WAVE 2

Customer Relationship

WAVE 3

Complete Experience

WAVE 1

Cost and Efficiency

How Cisco helps our customers navigate across the Three Waves

Technology Imperatives Cisco Solution Sets

Site virtualization Cisco® Unified CCE and CCX, Unified Mobile Agent

Desktop/server virtualization Cisco VXI, Cisco UCS®

SIP trunking Cisco Unified Border Element/Unified SIP Proxy

Cradle to grave reporting Cisco Unified Intelligence Center

Intelligent routing/universal queue/channel integration Cisco Unified CCE, CCX

Web/IVR integration Cisco Customer Voice Portal

Universal view of customer, cradle to grave reporting Cisco Unified Intelligence Center

Social CRM Cisco SocialMiner™, Finesse™ Desktop

Video Cisco Show and Share®, TelePresence®, WebEx®

Proactive care SIP outbound dialer, collaboration-enabled business transformation (CEBT)

Enterprise social/collaboration Cisco Webex Social, Finesse Desktop, WebEx

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• Navigate market transitions, such associal media, proactive care, and analytics

• Align with customer care business strategies: cost management, customer relationships, complete care experience

• Complement investments in Cisco’s collaboration portfolio for enhanced experiences and accelerated ROI

Let Cisco Customer Collaboration Help You to:

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More Information

www.cisco.com/go/cc

Visit us and Experience

Cisco Customer Collaboration

Thank you.