Building a Collaborative Relationship with Your Customers

Connecting with Your Customers: Omni-Channel Customer Service

Shawn Cardinal – Cisco Collaboration CSE

Cisco Confidential 3 © 2013-2014 Cisco and/or its affiliates. All rights reserved.

Introduction

Today’s Contact Center

Today’s Customer

Customer Collaboration with Omnichannel

What is Omnichannel?

Features and Services

Summary

What’s next for you?

Session Outline


Call Centers

Basic call control: ACD and call queuing

Contact Center

Additional Channels: email and chat

Customer Collaboration

Omnichannel experience

Connecting with customers like never before!

Evolution of Customer Collaboration


The Customer is Changing


Customers are Moving Online

• Self service

• Crowd sourced

• Web and email


At any time, in any location, and on any device

Customers want to be taken care of Yesterday’s solutions aren’t enough


Double-Digit Growth in Mobile Banking

US grew from 21% in 2011 to 32% in 2013

“In June 2013, the bank reached

a key tipping point with the

number of customers using their

smartphone or tablet for mobile

banking outnumbering those

using traditional internet banking

for the first time.”

ASB, New Zealand

2013 Annual Report Source: Bain/Research Now US NPS surveys, 2012 (n=74,700) and 2011 (n=68,000)


The Challenges

Delivering a Seamless and

Personalized Customer

Experience Across Multiple

Channels

Improve Time to Closure…

Faster Than Today

Enable Secure Collaboration and

Ability to Close Business Across

Multiple Channels


Next-Generation Contact Centers Will Have Several Important Characteristics:

• Multichannel

• Multiplatform

• Multimedia

• Social media fluent

Next-Generation Contact Centers

Source: Forrester Consulting, Next-Generation Contact Centers Must Become Relationship Platforms (February 2011)


Agent Interactions Are Becoming More Advanced

Longer, More Interactive Calls

Calls That Can’t be Scripted

Expectation Agent is

Knowledgeable


Agent Software Evolution

Agents need just-in-time data

Agent tools need to support dynamic work practices

Traditional metrics aren’t as meaningful

Tools and Staffing Will Need to Adapt

Agent Staffing Evolution

Agents as relationship managers

Agents require a broader set of skills and better training

Agent retention even more important


Omnichannel

Customer Collaboration


Definition of Omnichannel

Omnichannel is a B2C strategy taken by an institution to better engage the Customer, enabling an optimal Customer Experience

The Customer chooses how they will interact with the institution and on which channel (perhaps using multiple channels for one interaction)

Ultimately, customers and business can effectively collaborate and build solid relationships.


Omni-Channel Customer Collaboration

Contact Center Platforms

VIDEO MOBILE SOCIAL

ADVANCED

SOLUTIONS

EMAIL,

WEB, CHAT


Omni-Channel


ADVANCED

SOLUTIONS

VIDEO

EMAIL,

WEB, CHAT

Email Interaction Manger

Web Interaction Manger

MOBILE SOCIAL


Email Interaction Manager


Web Interaction Manager


Cisco Finesse Integration




VIDEO

SocialMiner

MOBILE SOCIAL

ADVANCED

SOLUTIONS

EMAIL,

WEB, CHAT


Cisco SocialMiner

Social Media Customer Care Agent

Cisco SocialMiner

Capture

Analyze and Prioritize

Communication Workflow

Assign

Engage Customer


Queue Contacts for Experts

• 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




VIDEO

Remote Expert

MOBILE SOCIAL

ADVANCED

SOLUTIONS

EMAIL,

WEB, CHAT


Remote Expert

Intelligently Routes to First Available and Best Expert

• See the message

• Video chats with expert


• Jabber guest


• Makes the purchase

Public Home Branch/Store

Video Chat Now!

Video Chat Now!

You Can Afford that RV!

Let us show you how

Video Chat Now!

Francisco

Finance

EX90Kiosk Mobile Immersive


Jabber Guest Browser Experience

• Video

Point-to-point video via Plugin (H.264 AVC)

Point to video conference

• Mid-call control

Keypad

Mute audio or video

Full-screen

Camera or audio device selection

Self-view

• Call control – WebRTC Standard (ROAP)

• Media

Browser plug-in (desktop web)

Future – WebRTC for media

User Experience




VIDEO MOBILE SOCIAL

Agent Request

ADVANCED

SOLUTIONS

EMAIL,

WEB, CHAT


Agent Request API

New in Contact Center Enterprise 10.0

1. Customer uses app for self-service unsuccessfully

2. Live agent support request with data

3. Contextual customer data analysis

4. Best agent identified

5. Callback offered in app

REST API on

UCCE Platform

Precision Routing

Work Assignment

Finesse Desktop Agent

Controls With

Customer Context




VIDEO

Mobile Advisor

MOBILE SOCIAL

ADVANCED

SOLUTIONS

EMAIL,

WEB, CHAT


Mobile Advisor Live Assist Experience

LIVE ASSIST USE CASE

Agent Receives Context on User and

Screen Share

Simple and Efficient Real-Time Assistance

Voice/Video Overlay

Immediately

One Click to Access Live Assist

Customer Browses Website or Mobile

App

Agent Co-Browses, Pushes Content, and Annotates to

Assist

Agent Resolves Issues and User is Educated; Session

is Tagged


Share and Jointly Control Screen (Co-Browse)

Draw and Annotate to Educate

Capture User Context (Profile, Online Activity)

Live Assist Agent View

Integration With CC/UC Infrastructure and SIP Endpoints

Content Push (Docs, Links, Videos,

Apps, Visual IVR)

Session Teaching for Audit and Search

Voice or Video Chat with

Movable Window




MOBILE VIDEO

SOCIAL

Email Interaction Manger

Web Interaction Manger

SocialMiner

Remote Expert

Agent Request

Mobile Advisor

ADVANCED

SOLUTIONS

EMAIL,

WEB, CHAT


Omni-Channel Reporting within Unified Intelligence Centre


Summary


Customer Experience

Discover Who can BEST fulfill my need?

Brand, Advertising, Social Networks,

NPS

Enter Where am I and how do I connect? MULTICHANNEL– is the channel

available for the customer

Engage OMNICHANNEL – customer ability to

seamlessly switch / add channels

Can I get what I want the way I want

to?

Exit

Did I get what I wanted? Did we effectively upsell / cross sell /

improve the customer relationship?

Reflect Omnianalyitics – capture data and

apply to current interactions

Did my perception of the brand

improve?

Institution


At any time, in any location, and on any device

Take care of your customers… Omnichannel

THANK YOU

Technology

Building a Collaborative Relationship with Your Customers