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

Email

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?