Ahmed Zaghmouri – Product Sales Specialist
Transforming Communication Experience With Unified Collaboration Architecture Approach
Customer 2.0
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 3
at any time, in any location, and on any device.Yesterday’s solutions aren’t enough. Customers want to be taken care of...
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Businesses can increase marketing influence and a higher share of customer spend via innovation in communication & collaboration
Macro Trends
Changing Demographics & Spend Ability
Pervasive Mobile Connectivity
Social more powerful opinion maker than
traditional media
“Virtualization” of commerce
Mass Customization/Long Tail
“Green” Awareness
Disruptions in the Marketplace Unlock Opportunities
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 5
VisualHigh quality interaction from anywhere, realtime and offline
VirtualAgility and scale on demandRich media with VDI economics
MobileSecure access to information and people from any device, anywhere
SocialExpertise & Information location,Proactive customer interaction
Contact Centeris inTransition
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 7
Channel Shift is Real
69% 68%
Inbound Voice
60% 54%
19% 37%
Online Chat
7% 27%
Online Forum
1% 19%
Direct Twitter
20092011
Source: Forrester
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Contact Center Role Reversal
2000
Contact CenterFor “Repeatable
Interactions”
Contact CenterFor “ExceptionManagement”
2012
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The Bar is Raised
Satisfaction LoyaltyExperience Loyalty
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Mobile is the “New IVR”
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Meet the New Boss
AHT
FCRASA
ServiceLevel
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Cloud Contact Center
Private Public
We Need Different Architecture
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Cisco Collaboration Portfolio
UnifiedCommunications
TelepresenceCollaborationApplications
CustomerCollaboration
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Combining Traditional Tools
Web 2.0Agent Desktop
VirtualContact Center
Routing & Reporting
Social MediaCustomer Care
SpeechSelf-Service
Multi-MediaCapture & Storage
UC Integration/Mobility
Video-EnabledCustomer CareMultichannel / CRM
Customer Collaboration
with the Power of the Future
Move To The True Customer Collaboration
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Waves of Customer Collaboration Innovation
IDEO
Drive, run, or walk to your customers with technology, information, and personalized service.”
Tom Kelley
“
Wave 2:Relationship
Wave 1:Cost
Wave 3:Experience
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from aPlace
to a System
to an Enterprise Service
Cost Relationship Experience
Operations +Marketing +Branch+Retail+Value Chain
Average Hold TimeAverage Speed to Answer OccupancyCost per call
Wallet ShareCustomer SatisfactionClosure RatesLead Conversion
Net Promoter ScoreFirst Contact ResolutionCycle Time
STRATEGY
MANAGEMENTMODEL
METRICS
ROI
Waves of Customer Collaboration Innovation
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Bullet slide title Here
WAVE 2
Customer Relationship
WAVE 3
Complete Experience
WAVE 1
Cost and Efficiency
Technology Imperatives Cisco Solution Sets
Site virtualization Cisco® Unif ied CCE and CCX, Unif ied Mobile Agent
Desktop/server virtualization Cisco VXI, Cisco UCS®
SIP trunking Cisco Unif ied Border Element/Unif ied SIP Proxy
Cradle to grave reporting Cisco Unif ied Intelligence Center
Intelligent routing/universal queue/channel integration Cisco Unif ied CCE, CCX
Web/IVR integration Cisco Customer Voice Portal
Universal view of customer, cradle to grave reporting Cisco Unif ied Intelligence Center
Social CRM Cisco SocialMiner™, Finesse™ Desktop
Video Cisco Show and Share®, TelePresence®, WebEx®
Proactive care SIP outbound dialer, collaboration-enabled business transformation (CEBT)
Enterprise social/collaboration Cisco Webex Social, Finesse Desktop, WebEx
2012 A Great Year
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Gartner Contact Center Magic Quadrant Q 2012
This Magic Quadrant graphic was published by Gartner, Inc. as part of a larger research note and should be evaluated in the context of the entire report.
The Magic Quadrant is copyrighted June 2012 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner’s analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the “Leaders” quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Gartner: Magic Quadrant for Contact Center Infrastructure, June 2012Drew Krauss, Geoff Johnson, Steve Blood
Colored arrows depict movement from the 2011 MQ. Avaya and Genesys both DECREASED in Vision and Ability to Execute.Cisco LEADS all vendors in Ability to Execute.
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Contact Center Growth
050
100150200250300350400450500
2003 2004 2005 2006 2007 2008 2009 2010 2011
74133 164
241 264362
280371
460
Shi
pmen
ts (i
n th
ousa
nds)
ACD Shipments, CY
ACD Total
0
50
100
150
200
2004 2005 2006 2007 2008 2009 2010 2011
18 3662 64 77
115 120
190S
hipm
ents
(in
thou
sand
s)
IVR Shipments, CY
IVR New
ACD Shipment Growth (total seats)
+26% CAGR since 2003
IVR Shipment Growth (new ports)
+40% CAGR since 2004
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Contact Center Market Share 2011
0
10
20
30
40
50
60
2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017
Sources: Cisco analysis, Gartner. Measured in revenue.
% M
arke
t Sha
re
Avaya/Nortel Alcatel-Lucent/Genesys Cisco
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Worldwide IVR Market Share – Cisco is #1
0
100,000
200,000
300,000
400,000
Cisco GenesysAvaya/Nortel
Intervoice*Source: Tern Systems: “Telephone Self-Service: Markets, Products, and Suppliers," August 2012 for CY2011Numbers include new and upgrade IVR ports as reported by Cisco
41.2%
16.2%12.7%
6.5%
Por
ts S
hipp
ed*
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15,000+ Installed Customers
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Innovations And Execution
CRM Magazine Annual Service Awards, March 2012
Cisco rated “Winner” in IVR
Cisco rated “Leader” in Contact Center Infrastructure
Cisco SocialMiner™: Best of Enterprise Connect 2011
Cisco SocialMiner: Retail TouchPoints Next-Gen Retail Awards 2011 – Social Media category
Asian Banker Award 2011
Best Contact Center Deployment in region
Thank you.