Cisco Innovation, new way of thinking Customer Collaboration · • Enable proactive customer service by queuing and assigning social web posts to appropriate staff ... Customer Service,

Cisco Confidential© 2010 Cisco and/or its affiliates. All rights reserved. 1

Cisco Innovation, new way of thinking Customer CollaborationPhilippe Perin – CISCO Consulting System Engineer

[email protected]

© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2

Agenda

• Precision Routing

• Social Miner

• Web 2.0 Cisco Cust. Collab overall Strategy


UCCE Precision Routing

2011 CustomerCollaboration Partner Sales Summit


Sales

Wealth

Sales

InsuranceSupport

Auto

Support

Mortgage

Predefined, static

skill groups to catch

macro skills. Infinite

combinations of

skill groups need to

be managed

Skill

Wealth

Sales

Skill

Insurance

Sales

Skill

Auto

Support

Skill

Mortgage

Support

Unique Resource

attributes are lost

during skill

mapping

Agent profiles are

locked into the

combination of

core attributes

Reporting is locked and

non-reactive


Boat

English

Certified Any

Boat

English

Up Sell Cross Sell

Boat

Spanish

Up Sell Cross Sell

Boat

Spanish

Certified

Boat

English

Certified

Boat

Spanish

Certified Any

Home

English

Certified Any

Home

Spanish

Up Sell Cross Sell

Home

English

Up Sell Cross Sell

Auto

Spanish

Certified

Auto

English

Certified

Home

Spanish

Certified Any

Home

English

Certified

Auto

Spanish

Up Sell Cross Sell

Auto

English

Up Sell Cross Sell

Auto

Spanish

Certified Any

Auto

English

Certified Any

Home

Spanish

Certified

Jen

English

Auto

Home

Boat

Up Sell Cross Sell

Certified

Sam

English

Auto

Boat

Up Sell Cross Sell

Certified

John

English

Spanish

Auto

Home

Up Sell Cross Sell

Not Certified


IntentProduct Language

Core Attributes

Entitlement ExperienceRiskSpecial

CareEmotionRelationship

Extended Attributes

Customer Insight

(CTI, Portals, Social Media)

Public / Private

Social Identity

Enterprise

Communication

Profile

Knowledge /

Shared Content

Enterprise

Directories and

Application Profiles

Customer Attributes

Resource Attributes

Precision RoutingMultiple Attributes Match

Find Most Proficient Agent


Usability-Focused Foundation

Relationship

Intent

Experience

Knowledge

Emotion

Out of the box historical

and real-time reportingMinimal learning curve

Business relevant

metrics



Mary’s Attributes

Fluent in English

Cert. to sell Home Ins.

Fluent in English

Cert. to sell Home Ins.

Cert. to sell Auto Ins.

• Fluent in English

• Cert. to sell Auto Ins.

Precision Routing

HR

Database

API

EnglishAuto

Insurance

Sales





Cisco SocialMiner


Overview

• Enable proactive customer service by queuing and assigning social web posts to appropriate staff

• Complement brand monitoring dashboards

Cisco SocialMiner

Features

Real-time capture of social media postings

Social media campaign management

Route and queue contacts to experts

Tagging

Social Screen Pop

Real-time Notifications via Instant Message, Email, and Text

Social media customer care metrics

Rich set of Platform API’s for customization

1. Capture

2. Analyze & Prioritize

3. Communication Workflow

4. AssignCustomer

Airline lost my luggage!

Social MediaCustomer Care Agent

5. Engage

Cisco SocialMinerSocial Media Customer Care

Cisco

SocialMiner


All-in-one Software Appliance

Linux Operation System

Apache Tomcat Web Server

Cassandra Datastore

Informix Reporting Database

Web Services

Gadget Container

Cisco Application Interfaces

Virtualization

Cisco SocialMiner Services•Runtime•Datastore•Reporting Database•Indexer•Eventing

External Services•SMTP Mail Service Interface•XMPP Interface•Active Directory

Standard Server Hardware

SocialMiner Gadgets

Cisco Provided OVF Template (Required)

Any Server Platform

Gadget Container

REST APIs

OpenSocial Gadgets


SocialMiner Capture

Twitter

Facebook

RSS

REST API for

Custom Feeds

Cisco SocialMiner

Notification services•XMPP/Jabber

•SMTP Email and SMS

•HTTP

Reporting Services•Cisco Unified

Intelligence Center

Publication Services•RSS

Authentication Services•Active Directory


• Features

Configure feeds from various sources of user generated contact web sites

Group feeds into “campaigns” to monitor social contacts

Trainable filters to sort social contacts

• Benefits

Consolidated list of prioritized opportunities for engagement across all social media sites

Distinct campaigns for different products/purposes

Product A, Product B, Product C

Customer Service, Sales

Customers, Partners, Analysts

Define

CapturePrioritize

Engage

Campaign

Management


• Features

Easy-to-use web gadget to reserve and dispatch work

Pick style work assignment

State management for social contacts*

• Benefits

Scale social media team activities

Automated distribution of work improves efficiency and effectiveness of social media engagement

Flexible assignment models and approval queues expands participation

Classify Contact

Queue

Assign

*Future release


• Feature

Detailed metrics on social media customer care activities

Campaign reports

Team reports

• Benefit

Measure work and results

Manage to service level goals

Support brand management

Optimize staffing


• Features

Integration with Quad, Show and Share, Pulse, and Cisco unified communications solutions

Lower cost of ownership with out-of-the-box integration between collaboration technologies

Consistent user and administration experience

• Benefits

Access to efficient and effective internal collaboration tools help agents serve customers better

Easy to maintain with existing IT personnel


•Capabilities

•Filter Social Contacts from entering campaign

•Tag Social Contacts

•Change the content of social contacts

* File must be in Groovy script.


• Script sends Twitter Username to Klout, receives Klout Score, applies score as tag

• Script also filters out any contacts with score less than 20


•Automatic URL capture and feed creation


Cisco Web 2.0 Strategy


Product Manager, SocialMiner

Emmanual Badoo


Finesse Architecture

Finesse Web

Services

Web 2.0 Desktop Server

Finesse DesktopGadgets Container

Finesse DB

Configuration Data

Configuration Data

Agent desktop Gadgets

Agent Web Service Methods & Events

Request/Response

Events

CTI Server CCE

Finesse ProxyAgent Web Service Methods & Events

Agent Desktop gadgets

FinesseNotification Service

Agent Desktop

3rd PartyApp


Open Social Gadgets“Mini-website” inserted into a larger web-page. HTML and JavaScript within an XML wrapper.


Creating Gadgetshttp://code.google.com/apis/gadgets/docs/gs.html

<?xml version="1.0" encoding="UTF-8" ?>

<Module>

<ModulePrefs title="hello world example"

/>

<Content type="html">

<![CDATA[ Hello, world! ]]>

</Content>

</Module>

http://code.google.com/apis/gadgets/docs/gs.html


Cisco Finesse Web Services – REST APICommands sent by URL and responses in name/value pairs

Cisco FinesseWeb Services

{ "response":"success",

"queue": {

"numAgentsSignedIn":45,

"numAgentsTalking":15,

"numAgentsReady":18,

"numAgentsNotReady":9,} }

http://cceserver/QueueService/Queue/<QueueName>/statistics

Web Services

Response Data


Quality

Monitoring

Workforce

ManagementCompliance

Cisco Partner Applications

Speech/

Behavioral

Analytics

MediaSense Services

Network Elements

SAN

• Metadata DB

• Export / Transcode

• Tagging

Sessio

nM

an

ag

em

en

t

Open Web 2.0 APIs

CUBE

Cisco Infrastructure

• Capture

• Storage

• Streaming


Cisco VXI Architecture for Contact Centers : Desktop Virtualization

WAN, LAN

• Wired and

wireless

• Power over

Ethernet

• Security

• Application

optimization

• Load balancing

(VXC 2111, VXC 2211)

** requires Cisco IP

HardPhoneCompute Storage

Data Center Network

UCCE with Finesse, CVP

(includes CC Reporting,

Provisioning, CC Management Suite)

VMware vSphere/ESX

VMware View

Virtualization-Aware

Borderless Network

Virtualized

Data CenterVirtualized

Collaborative Workspace

Wyse/iGEL/DevonIT

** Not committed

Zero (Fixed)

Clients

Thin Clients

Cisco IP HardPhone

VXI works with CIUS, Workforce Optimization applications, Finesse, CUIC, SocialMiner, and MediaSense all

working as a cohesive solution enabling a contact center to most effectively serve its customersVXI works with

CIUS, Workforce Optimization applications, Finesse, CUIC, SocialMiner, and MediaSense all working as a

cohesive solution enabling a contact center to most effectively serve its customers

Thank you.

Documents

Cisco Innovation, new way of thinking Customer Collaboration · • Enable proactive customer service by queuing and assigning social web posts to appropriate staff ... Customer Service,