Cisco’s Remote Expert Solution · WAVES OF CUSTOMER COLLABORATION INNOVATION “Drive, run, or walk to your customers with technology, ... • Identifies, locates, and connects

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1 Cisco Confidential © 2011 Cisco and/or its affiliates. All rights reserved. 1

Cisco’s Remote Expert Solution Boost Revenue at Less Cost with Innovative Customer Experience Carl Borchardt Business Development Manager, APJC Collaboration

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2








WAVES OF CUSTOMER COLLABORATION INNOVATION

“Drive, run, or walk to your customers with technology, information, and personalized service.”

Tom Kelley, IDEO

Wave 2:

Relationship

Wave 1:

Cost

Wave 3:

Experience


from a

Place

to a

System

to an

Enterprise Service

Cost Relationship Experience

Operations +Marketing +Branch

+Retail

+Value Chain

Average Hold Time

Average Speed to Answer Occupancy

Cost per call

Wallet Share

Customer Satisfaction

Closure Rates

Lead Conversion

Net Promoter Score

First Contact Resolution

Cycle Time

STRATEGY

MANAGEMENT

MODEL

METRICS

ROI


Customer Collaboration

Web 2.0

Agent

Desktop

Speech

Self-

Service

Multi Media

Capture

and

Storage

Virtual CC

Routing &

Reporting

UC

Integration

& Mobility

Video

Enabled

Customer

Care

Multi

Channel

Social

Media

&

Customer

Care

TRUE CUSTOMER COLLABORATION


Innovations in Customer Collaboration

Finesse Customizable Agent Cockpit

CUIC

Web 2.0 Reporting

MediaSense

Recording as a Platform

Others

Precision Routing Multi-dimensional routing built on proficiency based

Agent attributes


Innovations in Customer Collaboration

Virtualization Video Customer

Care

Multi-channel and

Mobile Customer

Care

SocialMiner Social Media

Customer Care Twitter

Facebook

RSS

Custom feeds


What is Cisco’s Remote Expert?

• Identifies, locates, and connects customers with experts for advisory services and complex, high-value transactions

• Creates a virtual pool of experts/specialists, whether co-located in particular centers or distributed within their enterprise footprint reducing lost sales opportunities

• Provides high-quality audio and video for customer interactions—delivering a compelling customer experience

• Maximizes effectiveness and reach of experts

• Allows experts to conduct a complete business transaction including document sharing, printing, signatures and payment

A Solution that Connects a Customer to an Available Expert within the Enterprise via a High-Quality, High-

Definition Video and Voice Connection

Cisco Confidential

15

Cisco Confidential © 2012 Cisco and/or its affiliates. All rights reserved.

Enterprise/Cloud

Data Center

Media Sense

Recording

CUCM

Call Control

CCE/CCX

Queuing

Cisco MCU

Conferencing

Remote Expert Pods

Distributed

Experts

Click-to-Call with

Cisco Jabber

Video Soft Client

RE Session

Initiation with

Tablet

Product Expert

Cisco

IEC4600

Control

Points

Remote Expert

Home Sessions

Remote Expert

Digital Stations

Cisco

Control

Points

Internet

Remote Expert

Mobility

Cisco

Jabber

RE Manager

Rules Engine

Task Orchestration

Session Management

Cisco SocialMiner

Clients


• Welcome screen displayed on RE pod’s touch screen

• Support for any image and font permitted by WebKit (Google Chrome) including Flash 10.2 graphics/animations

• Banking example shown here


LOAN

ORIGINATION

PORTFOLIO

MANAGEMENT

RETIREMENT

PLANNING

Customer queries

Customer queries

Customer queries

Knowledge share

Complete process

Purchase plan

Wealth Manager

Mortgage Broker

Retirement Expert


© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19 Cisco Confidential © 2011 Cisco and/or its affiliates. All rights reserved. 19

Thank You.

Documents

Cisco’s Remote Expert Solution · WAVES OF CUSTOMER COLLABORATION INNOVATION “Drive, run, or walk to your customers with technology, ... • Identifies, locates, and connects