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Cloud Customer CareCisco Customer Journey Platform (CJP)
Rafal Malczewski
Consulting Systems Engineer
Cisco
Agenda
• Customer Journey Solutions Portfolio Overview
• Strategic Theme: Journey Data and Intelligence Hub
• Customer Journey Platform
• Capabilities
• CJP Analytics
• CJP Add-Ons
• CJP Architecture Overview
• Q&A
© 2019 Cisco and/or its affiliates. All rights reserved.
Customer JourneySolutions Portfolio
Overview
The transition to cloud is underway
1Frost & Sullivan Viewpoints: Taking the Pulse of the Enterprise Communications Platforms & Endpoints Market, March 20162BroadSoft Q4 2017 survey of 1,005 IT decision makers from 7 countries
69% 31% 74%
On-premises-based
communication
systems1
Phone service over
the Internet from
a third-party provider1
IT buyers will choose
a cloud provider in
the next 24 months2
Forecast 2019 CAGR for On-Premise Telephony is -11%, Cloud-Based Telephony is +19%
© 2019 Cisco and/or its affiliates. All rights reserved.
It’s a journey
"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.
Cisco Customer Journey Solutions at secure global scale
Customer self-service
Intelligent routing
Real-time agent help
Actionable business insights
Intelligent network
Intelligencethroughout
Cisco full stack portfolio integrationCollaboration | Flex pricing | Networking | Security | Intelligence
Data-driven and intelligent
Global cloud footprint
Unified and open platform
Graceful cloud migrationHybrid cloud services | Common user experiences
© 2019 Cisco and/or its affiliates. All rights reserved.
Cloud Innovation For All
Cloud
Hybrid
Premises Contact Center Express Contact Center Enterprise
Hosted Collaboration Service
for Contact CenterCustomer Journey Platform
Customer Context | AI | Messaging | AnalyticsCloud Services
© 2019 Cisco and/or its affiliates. All rights reserved.
Graceful Cloud Migration Strategies
Common agent desktop
Routing overflow to cloudCommon data repository
Common reporting & analytics
© 2019 Cisco and/or its affiliates. All rights reserved.
Strategic Theme: Journey Data
and IntelligenceHub
Datais the oil of the
21st century
© 2019 Cisco and/or its affiliates. All rights reserved.
Social media
Future channels
Voice
Chat
Reactive*
Contextual
Suggestive
Predictive
Data
Customer journey
Social media
Future channels
Voice
Chat
The Evolution of Customer CareBetter Customer Journeys = Better Business Outcomes
© 2019 Cisco and/or its affiliates. All rights reserved.
Intelligence in every step…
Data-driven Intelligence
Customer self-service
Intelligent routing
Real-time agent help
Actionable business insights
Intelligent Network
© 2019 Cisco and/or its affiliates. All rights reserved.
Contact Center
Express
Contact Center
Enterprise
Customer Journey
Platform
Journey Data
Platform
BRKCCT-1511
© 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
© 2019 Cisco and/or its affiliates. All rights reserved.
Journey Intelligence Hub
Customer
Communication
Google, Microsoft, IBM, Amazon
AI/ML Data hub
Third Party
Internal
AutomationTreatment
and Routing
Agent
Assistance
Insights
Interaction History
Recordings
CRM
Knowledge Base
Data
Sources
Text
Social
Call
BRKCCT-1511
© 2019 Cisco and/or its affiliates. All rights reserved.
Customer JourneyPlatform
Where we came from?
Cisco SparkCare
BroadSoft CC-ONE
CJP
BRKCCT-1511
© 2019 Cisco and/or its affiliates. All rights reserved.
Customer Journey Platform
Contact
Center
© 2019 Cisco and/or its affiliates. All rights reserved.
Consistent UI across voice, email, and chat channels
Current interaction
Contact and interaction history
Agent activity
Controls
© 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
© 2019 Cisco and/or its affiliates. All rights reserved.
CJP Terminology
Enterprise Customer
Site 1 Site 2 Site 3
Tenant
Physical CC Location
Team 1 Team 2 Team 3
Group of Agents
Agent
Agent
Agent
© 2019 Cisco and/or its affiliates. All rights reserved.
Entry Point
Queue Team Agent
…
Routing Strategy 2Schedule 2Call Control Script 2
Routing Strategy 3Schedule 3Call Control Script 3
Routing Strategy 1Schedule 1
Call Control Script 1
CJP Terminology
© 2019 Cisco and/or its affiliates. All rights reserved.
CJP Terminology
Entry PointTeam Agent
Queue
Routing TypeLongest AvailableSkill Based
Call DistributionTeam 1
BRKCCT-1511
Skill Profile
© 2019 Cisco and/or its affiliates. All rights reserved.
Customer Journey Platform editionsEnterprise-class solutions for the midmarket
Standard
• Global voice Automatic Call Distribution (ACD) queuing and distribution
• Agent presence and state management
• Call recording
• Skills-based routing
• ACD reporting and analytics, predictive routing
• Touch-tone IVR
• Agent web-based desktop application with screen pop, productized CRM integrations
• Basic outbound
• Voice and web callback
Premium
• Omnichannel contact center manages voice, chat, and email interactions
• Supervisor privileges (monitoring, barge-in and coaching of all agents)
• Advanced outbound
Options
• Speech-enabled IVR
• Outbound campaigns
• Workforce optimization: Workforce management; quality management; voice and desktop analytics
Contact Center
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CJP Analytics
Powerful analytics
© 2019 Cisco and/or its affiliates. All rights reserved.
Reasons why you should be using cross-system customer engagement analytics in your contact center
of call centers are using 7 or more systems to interact with customers*
60%
*Aberdeen
Over
EmailVoice CRM
IVRChatWebSurveys
© 2019 Cisco and/or its affiliates. All rights reserved.
Reasons why you should be using cross-system customer engagement analytics in your contact center
TOP 3The
routing strategiesused by companies do not take
into account the demonstrated
skill sets or past performance of
agents*
NextAvailable
VS
MostIdle
Round Robin
* Contact Center Pipeline
© 2019 Cisco and/or its affiliates. All rights reserved.
Reasons you should be using cross-system customer engagement analytics in your contact center
TOP 3Here are
the
Benefits
* Contact Center Pipeline
Analytics-driven organizations
cite over 6 benefits63%
57%
51%
Improves customer experience
Improves customer
service strategy
Improves outcomes of
customer interactions
© 2019 Cisco and/or its affiliates. All rights reserved.
Contact center data in silos
Creates challenges for performance analytics• Lack of standards and consistency
• Every environment is different
• Data is at different levels
• Events
• Transactions
• Interactions
Contact managementAutomatic Call Distribution
(ACD)
• Voice/telephony
• Agent desktop
• Chat
• Social
• Mobile
Agent managementWorkforce Optimization
(WFO)
• Quality management
• Workforce management
• Interaction analytics
• Speech
• Text
• Social
Customer managementCustomer Relationship Management
(CRM)
• Agent desktop
• Knowledge base
• Chat
• Social
• Mobile
© 2019 Cisco and/or its affiliates. All rights reserved.
Analytics on unified data silos
Contact
management
Agentmanagement
Customer management
Information
Insight
Intelligence
Improvement
Collect and Connect
Segment and Profile
Predict and Validate
Recommend and Improve
© 2019 Cisco and/or its affiliates. All rights reserved.
Turn data into information
Collect and connect your data from multiple contact center applications to create the analytics repository
Analyze the information for insights
Segment and profile data in the repository to analyze correlations that affect performance using theCustomer Journey Analyzer
Transform insights into actionable intelligence
Predict and validate customer propensity and agent ability scores and ranks
Automate intelligence for real-time improvement
Recommend and improve contact center performance in real time using the automated business rules engine
Analytics process
© 2019 Cisco and/or its affiliates. All rights reserved.
Customer Engagement Analytics performance lifecycleClosed-loop system for actionable intelligence
Information
Analytics repository
Customer interaction
records
Agentactivityrecords
Collect and Connect
Descriptive and Exploratory
analytics
Analyze
Segmentation
Profiling
Visualization
Insights
CRM
ACD
IVR
Chat
Social
Interactions
Predictive and Prescriptive
analytics
Advise
Scoring
Validation
Simulation
Intelligence
Next best action
Recommend
Queue
Agent
Resolution
Offer
Improvements
CRM
ACD
IVR
Chat
Social
Data Sources
© 2019 Cisco and/or its affiliates. All rights reserved.
CJP Add-Ons
CJP Add-Ons
• WFO
• QM
• WFM
• WFO Analytics
• WFO Transcription
• Outbound
• Outbound dialer
• Campaign Management
• Speech IVR
• Additional Storage
© 2019 Cisco and/or its affiliates. All rights reserved.
Customer Journey Platform WFO SuiteThree powerful capabilities in one unified suite
• Schedule staff and manage adherence to schedules––
• Forecast trends to prevent over-or understaffing
Workforce Management Quality Management WFO Analytics
• Measure agent efficiency and performance through tailored evaluation forms––
• Boost morale via gamification, agent self-assessment
• Analyze speech and desktop actions to gain insights––
• Correlate agent performance to NPS scores
360-degree customer journey view via Analyzer
© 2019 Cisco and/or its affiliates. All rights reserved.
Customer Journey Platform WFO feature set
• Forecast and schedule• Historical and real time• Dynamic scheduling • Intraday dynamic scheduling• Automated requests • Gamification • Strategic planning• Vacation planning
Workforce Management Quality Management WFO AnalyticsSpeech | Desktop
• Gamification• Quality evaluation• Evaluation queue• Pinpoint evaluation commenting• Screen recording (roadmap)
• Targeted QM• Escalation management• Improved sales• Customer retention• Compliance• Marketing effectiveness• Brand impact• Predictive Net Promoter Score• Predictive call scoring• Agent smart benchmarking
360-degree customer journey view via AnalyzerMerges WFO data and insights with ACD, IVR, and CRM data in Analyzer
© 2019 Cisco and/or its affiliates. All rights reserved.
Outbound Campaign Suite
• Call list segmentation
• Prioritization
• Data modeling
• Agent selection
• Preview
• Progressive
• Multi-skilling of agents
• Multi-phonecontact strategy
• Campaign chaining
• Statutory compliance
• Do-not-call lists
• State/time zone-specific calling windows
Campaign runtime
ComplianceTelephony
dialing modes
List management
Contact lifecycle management
© 2019 Cisco and/or its affiliates. All rights reserved.
IVR options: Touch-tone and speech-enabledKey features
Cisco® Customer Journey Platform contact center
Analyzer
Speech-enabled IVR adds more self-service capabilities to the Touch-Tone IVR
Quick-start IVR applications and integrations
Multilingual speech recognition (ASR)
Multilingual Text-to-Speech (TTS)
Speech-enabled IVR enhancements
Touch-Tone IVR
Drag-and-drop call flow editor
Touch-Tone IVR menus Call routing API integration nodes
© 2019 Cisco and/or its affiliates. All rights reserved.
CJP Architecture Overview
Voice POPs and Application Centers
• Architectural separation of media from application
• Media is handled by VPOPs and stays in the VPOPs, Application functionality is handled by the Application Center
VPOP
VPOP
Application Center
Application Center
EnterpriseContact Centers
Data handling and storage
Voice media handling
VPOP
PSTN
Callers
© 2019 Cisco and/or its affiliates. All rights reserved.
CJP Call Delivery Options: On-Prem Call Control
VPOP
VPOP
Application Center
Application Center
PSTN
EnterpriseContact Center
Callers
On-prem UCM or 3rd
party PBX
© 2019 Cisco and/or its affiliates. All rights reserved.
CJP Call Delivery Options: BroadWorks Partner
VPOP
VPOP
Application Center
Application Center
PSTN PSTN
BroadWorks Service
ProviderEnterprise
Contact Center
Callers
© 2019 Cisco and/or its affiliates. All rights reserved.
CJP Call Delivery Options: Cisco Cloud Calling
VPOP
VPOP
Application Center
Application Center
PSTN PSTNBroadCloud
EnterpriseContact Center
Callers
© 2019 Cisco and/or its affiliates. All rights reserved.
Q&A
Спасибо за внимание!
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