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November 5, 2013

Cisco and eGain: The Power Couple for End-to-End Customer Collaboration

Rob Amster – Director, Americas Contact Center Sales

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• 51% research online and then buy

in store – Google 2012

• 32% research online, visit in store

and then buy online – Google 2012

• Multichannel customers spend

82% more than single channel

customers

• 84% want consistent service - get frustrated by fragmented journeys - Accenture

75% of RFPs

now Include Multichannel

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Visit posts by

other moms

Buy online

Look up FAQ

Video Chat for claims

Like the company’s Facebook

Page

Laura Andrews Age: 35

Busy Mom

“ Angie’s BigDeal is great for

insurance!

”

eGain Community

eGain Cobrowse

eGain Self Service

eGain SuperChat

eGain Social for Facebook

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Wave 2:

Relationship

Wave 1:

Cost

1980’s mid 1990’s 2005

Cisco enters the

Contact Center

market in ‘98

Markets first IP

Contact Center

in ‘02

Leaders quadrant

entry in Gartner’s

CC MQ ‘07

#2 market share in

North America ‘09

Wave 3:

Experience

2010+

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• In 2012 in NA, market share gap with Avaya reduced by 10.7 points

• In NA, <3% separates Cisco from Avaya

Source: Synergy

42.2% 37.6%

32.9%

24.2% 24.3% 30.3%

8.8% 11.0% 11.0%

14.4% 15.3% 11.7%

2.5% 3.5% 5.2%

0%

10%

20%

30%

40%

50%

2010 2011 2012

AC

D R

eve

nu

e M

arke

t Sh

are

Avaya Cisco Interactive Intelligence Aspect Mitel

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Call Center – Walled

Garden

CTI

IVR

Multi

Channel WFO ACD

Appliances

Contact Center as a

System

ACD

CTI

IVR WFO

Multi

Channel

Distributed Systems Services and Platforms

Contact Center as an Enterprise

Service

Infrastructure Services

Contact Center and Collab Services

Presentation & Apps

Cost Wave Relationship Wave Experience Wave

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2006 Cisco and eGain sign OEM partnership for Email and Chat embedded in UCCE

2006 2007 2008 2009 2010 2011 2012 2013

2007 First Customer Ship of OEM Mail and Chat

Dec 2012

Solutions Plus (VAR) Partnership Signed, OEM partnership renewed

~100 OEM

Customers **

Jun 2011 eGain for UCCX development started

~200 OEM

Customers **

Jan 2012 eGain for UCCX FCS

Mar 2012 Solutions Plus

discussions begin

Mar 2013 eGain for Cisco Solutions Plus+ FCS

Mar/Apr 2013 eGain/Cisco Joint GTM

2009

OEM partnership renewed

** eGain estimate based on license requests.

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• An OEM that’s sold as an option to UCCE

• Supports Email Response (EIM)

• Web Chat and Web Callback (WIM) interactions

• Assisted service solutions

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Experience

Relationship

Cost

Time

Traditional

Multichannel

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• Provides a more comprehensive Customer Engagement Platform across web and mobile with integrated knowledge management

• Includes strong sales and self service capabilities – along with assisted service capabilities

• Offers a knowledge base that can be leveraged across self and assisted service channels

• Cisco and eGain jointly go to market providing the best experience for customers and prospects

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Experience

Relationship

Cost

Customer

Engagement Wave 1:

Wave 3:

Wave 2:

Transactions Engagements Interactions

Convert Hot leads

Personalized Experience

Proactive Offers Chat Assistance

Click to Call – Phone, PC

Chat with Expert

Relevant Information in Context

Interactive Site Tour

Concierge Welcome Guided Advice

Intent-driven Search

Compare and Recommend

Resolve Escalations

Reduce Abandonment

Cobrowse – Onboarding

Paperless Notifications

Multichannel Service

Preference-based Content & Delivery

Self-service Assisted Service

GUIDE SELL SERVE

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Contact Center Infrastructure CRM Web Customer Service Apps

• Contact Center Enterprise • Customer Voice Portal • Integrated Routing and Reporting platform • Omnichannel platform • Ability to Execute

• Web Self-Service • Social Experience • Mobile Experience • Multichannel Collaboration • Knowledge Base • Guided Help

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Contact Center Infrastructure CRM Web Customer Service Apps

• Web 2.0 Desktop • Unified Media Routing • Unified Customer History • Common Knowledge Base • Unified Reporting • Unified Analytics

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• Latest Software from Two Market Leaders

• Universal Queue

• Integrated Reporting

• Independent Lab Verification

• Certified Partner Implementation

• Support from Product Experts

Thank you.