Upload
others
View
8
Download
0
Embed Size (px)
Citation preview
Christian Raahave, Collaboration Lead
Customer Journey PlatformThe Future of Customer Engagement
Michael Ahrensburg, Consulting Systems Engineer
© 2019 Cisco and/or its affiliates. All rights reserved.
© 2019 Cisco and/or its affiliates. All rights reserved. 3
What is a Cognitive Contact Center?
“A Contact Center that has intelligence ubiquitous throughout the customer and agent experience.”
• Powerful Analytics
• Suggestive and Predictive Processes
• Resources Enabled with Collaboration
© 2019 Cisco and/or its affiliates. All rights reserved. 4
The importance of customer experience
By 2020 Gartner says X will be the reason why people buy…..
“By 2020 customers are going to make their buying decisions based on customer experience, not product, not price.”
- Gartner
© 2019 Cisco and/or its affiliates. All rights reserved.
Full of Options.… and Silo’s.
“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?
© 2019 Cisco and/or its affiliates. All rights reserved.
Imagine if . . .
… Cognitive, Personal, Seamless… No Apparent Silo’s.
“Hi Julie. Thanks for contacting
us…”
“We appreciate your six year relationship
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”
© 2019 Cisco and/or its affiliates. All rights reserved. 7
3 goals of a predictive Customer Experience
Provided at the Moment of Truth
Derived from Conversations
Intelligent Resource Matching
© 2019 Cisco and/or its affiliates. All rights reserved.
So How Does Cisco Get You There?
Fully committed to cloud
Bring cloud-speed innovation to premises customers
Easy cloud transition, at customer’s pace
© 2019 Cisco and/or its affiliates. All rights reserved.
Cloud first, not cloud only
© 2019 Cisco and/or its affiliates. All rights reserved.
A Leading Portfolio
Cloud
Hybrid
Premises Contact Center Express Contact Center Enterprise
Hosted Collaboration Servicefor Contact Center
Customer Journey Platform
Journey Data | AI | Messaging | AnalyticsCloud Services
Contact Center Express Contact Center Enterprise
Common UI’s, licensing, hybrid services, security
© 2019 Cisco and/or its affiliates. All rights reserved. 11
A better customer experience starts with data…lots of data.
Powerful data and analytics should…
• Drive actionable insights
• Deliver dashboards in real time
• Support predictive outcomes
© 2019 Cisco and/or its affiliates. All rights reserved.
Contact CenterExpress
Contact CenterEnterprise
Customer Journey Platform
Journey Data Platform
BRKCCT-1511
Journey Data
1
2
© 2019 Cisco and/or its affiliates. All rights reserved.
Personalized customer journeys
Universal data connectors
Advanced analytics and reporting
Actionable insights and intelligence
Journey Data Platform
BRKCCT-1511 1
3
© 2019 Cisco and/or its affiliates. All rights reserved.
Journey Intelligence Hub
1
4
Google, Microsoft, IBM, Amazon
AI/ML Data hub
AutomationTreatment and Routing
AgentAssistance
Insights
Third Party
Internal
Interaction History
Recordings
CRM
Knowledge Base
DataSources
CustomerCommunication
Text
Social
Call
BRKCCT-1511
© 2019 Cisco and/or its affiliates. All rights reserved.
Real-time contextual assistance for
agents
Part of ‘Intelligent Customer Journey Solutions’ by Cisco
A.I. in action – Cisco Answers
Powered by GoogleContact Center AI
© 2019 Cisco and/or its affiliates. All rights reserved.
Customer Journey Platform
ContactCenter
© 2019 Cisco and/or its affiliates. All rights reserved.
Cloud infrastructure
Data services and Analytics
Tenant management
Integration services
Media services
Core services
Customer experiences
Customer Journey Platform Services
APIs Partners
Demo
© 2019 Cisco and/or its affiliates. All rights reserved.
Cisco WebexThe Only Cloud Service Built and Optimized for Real-time Media
© 2019 Cisco and/or its affiliates. All rights reserved.
France
United Kingdom
Sweden
Spain
Belgium
Netherlands
Germany
Italy
Luxembourg
CJP Availability in EMEA
UI Language Support US English Japanese French Italian German Spanish
Agent Desktop ✓ ✓ ✓ ✓ ✓ ✓
Supervisor (Voice) ✓ ✓ ✓ ✓ ✓ ✓
Supervisor (Multimedia) ✓
Analyzer ✓ ✓ ✓ ✓ ✓ ✓
Voice POPs (now)
Application Centers (now)
Application Centers
(1H2019)
© 2019 Cisco and/or its affiliates. All rights reserved.
One Stop-Shop Provisioning
© 2019 Cisco and/or its affiliates. All rights reserved.
We’re with you on your journey
Transform
Cisco UCCE, PCCE. UCCX
Innovate
CloudHybridOn-Premises
Simplify
© 2019 Cisco and/or its affiliates. All rights reserved. 23
Key takeaways
MeetingsCalling
Team Collaboration
Artificial Intelligence
Hybrid Solutions
Security
SignificantBusinessInvestment
“Better Together”Cisco UC + CC =Business Outcomes
Graceful CloudMigration - CloudFirst, Not Cloud Only
CognitiveThroughout andData Driven
“Only Cisco has the secure global reach, data strategy, cloud investment and ability to execute required to deliver cognitive and collaborative experiences for your customers”
© 2019 Cisco and/or its affiliates. All rights reserved.
Questions?