Cisco Customer Contact · network evolution • Drive multi-channel integration Seamlessly...
Transcript of Cisco Customer Contact · network evolution • Drive multi-channel integration Seamlessly...
1© 2001, Cisco Systems, Inc. All rights reserved.© 2001, Cisco Systems, Inc. All rights reserved.© 2001, Cisco Systems, Inc. All rights reserved.
Cisco Customer Contact
Presentation_ID © 2001, Cisco Systems, Inc. All rights reserved. 2Presentation_ID © 2001, Cisco Systems, Inc. All rights reserved. 2Presentation_ID © 2001, Cisco Systems, Inc. All rights reserved. 2
IP Communications System—OptimizesBusiness Communications
IPTelephony
IPTelephony
VoiceInfrastructure
VoiceInfrastructure
IPVideo/Audioconferencing
IPVideo/Audioconferencing
ContactCenter
ContactCenter
Unified Communications
Unified Communications
u Leverage CiscoArchitecture for Voice,Video and IntegratedData (AVVID): anenterprise wide, open,standards basedarchitecture
u Deliver cost effective,reliable systems thatscale with theorganizations needs
u Maximizeproductivityand enhancecustomerservice
u Leverage thedata networkinvestment
Cisco AVVID
IP Communications
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To enable superiorproductivity and loyalty forour customers throughworld-class IP ContactCenter Solutions
EmployeesEmployees
SuppliersSuppliers
CustomersCustomers
PartnersPartners
CCBU Mission
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Cisco’s Vision for Integrated Customer CommunicationsManagement
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CCBU Product Strategy
• Provide voice solutions that bridge TDM-to-IPnetwork evolution
• Drive multi-channel integration
Seamlessly integrate multiple interaction channels (phone,VoIP, Web, email) in “virtual” contact center solutions
• Drive an open software platform that enables“best of breed” ecosystem application anddeployment partners
• Reconstruct voice infrastructure components ina converged environment: ACDs, IVRs,intelligent networking technologies
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Open Ecosystem
AIT LimitedAIT LimitedBroadbaseBroadbase SW SWBroad Daylight Broad Daylight Call CTI Call CTI Center Point Sol.Center Point Sol. ChordiantChordiant SW SWCicero Tech. Cicero Tech. eLoyaltyeLoyalty E.E.piphany piphany GrahamGraham Tech. Tech. Kana Kana Neural Act SWNeural Act SWNew Channel New Channel OracleOraclePegasystems Pegasystems PeopleSoft PeopleSoft Point Info SystemsPoint Info SystemsSiebelSiebelSpider TechnologiesSpider TechnologiesYOUcentricYOUcentric
CRMCRM Voice/Data Voice/Data RecordersRecorders
WFMWFM IVRIVR
Apex Voice Apex Voice Aspect - Aspect - VoiceTekVoiceTekAumtech Aumtech EdifyEdifyEposEposFacetimeFacetime Com.Com.iBasisiBasisIBM IBM –– Direct Talk Direct Talk IntervoiceIntervoice--BriteBritePasscomPasscomPeriphonicsPeriphonicsSonexisSonexisSpanlink Spanlink SyntellectSyntellectTeleraTeleraTellMe TellMe NetworksNetworks TellnGo TellnGo VaretisVaretisVirtual Hold Tech.Virtual Hold Tech.VoxtronVoxtron
Comverse InfosysComverse InfosysDictaphoneDictaphoneEnvision TelephonyEnvision Telephonye-Talk e-Talk EyretelEyretelMercom Mercom SystemsSystemsNice SystemsNice SystemsThales Thales ContactContactSolutions Solutions Witness SystemsWitness Systems
Aspect - TCSAspect - TCSBlue PumpkinBlue PumpkinIEXIEXNewmetricsNewmetrics
OthersOthers
eGaineGain –– Chat Chat eshareeshare –– Dialer Dialerexonyexony –– Reporting/ Reporting/Interfacing Interfacing Crystal Voice Crystal Voice –– Realtime VoIPRealtime VoIPInova Inova –– MssgMssg. Board. BoardSYMON SYMON –– MssgMssg..BoardBoardIP Blue IP Blue –– Desktop Desktop TurretTurret
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CCBU Products and Solutions
• Cisco ICM & NAMProvides multi-media customer contact routing, queuing & reporting for
TDM & IP networks
• Cisco IP Contact Center (IPCC)Combines software ACD functionality with IP telephony in a unified
solution
• Cisco CTIDelivers business intelligence to the agent desktop and CRM applications
• Cisco E-Mail ManagerEnables integrated e-mail response management
• Cisco Collaboration ServerDelivers integrated Web collaboration & chat services
• Cisco Internet Service NodeWeb-based queuing platform for voice response services
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Intelligent Contact Management
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Cisco ICM Features
Agent Desktop Integration Network Pre and Post Routing
Scripting and Central Management Real Time and Historical Reporting
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The IP Contact Center
IntelligentContact
Management
IntegratedVoiceResponse
AgentDesktop
CallManager
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Scalable Software Solutions
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Cisco Advantages
• The vision and experience for Internet-poweringthe customer’s business
• The ability to execute on that vision with thestrongest integrated solutions and products
• The ability to evolve as the customer’s businessand networking capabilities converge
• Ecosystem partners to provide solutions forspecific business requirements
• Unparalleled commitment to customer service
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FidelityFidelity
British TelecomBritish Telecom
American ExpressAmerican ExpressAmerica OnlineAmerica Online
CompaqCompaq
First USAFirst USAProgressive InsuranceProgressive Insurance
First Union National BankFirst Union National Bank
Internal Revenue ServiceInternal Revenue Service
SprintSprint
JCPenneyJCPenney
Dell ComputerDell Computer
Capital OneCapital One
U.S. Postal ServiceU.S. Postal ServiceAllstateAllstate
Census BureauCensus Bureau
GEICO DirectGEICO Direct
Household Credit Services
Prudential InsurancePrudential Insurance
American AirlinesAmerican Airlines
Telecom New ZealandTelecom New Zealand
Delta AirlinesDelta Airlines
AetnaAetna
Marriott InternationalMarriott International
France TelecomFrance Telecom
Lands’ EndLands’ End
CiticorpCiticorp
AirtelAirtelAUCSAUCS
United Parcel ServiceUnited Parcel Service
Cable & WirelessCable & Wireless
USA GroupUSA Group
Continental Airlines
Federal Express
AT&T
IBM
StaplesMBNA
Energis
CIBC
Carlson Wagonlit Travel
Sears
British Airways
US Airways
GE Capital
GMAC
Pacific Gas & Electric
Rosenbluth International
State of California
Toshiba
Trailblazer Health Enterprises
Wachovia
Con Edison
Royal & SunAlliance
Representative CCBU Customers
1-800-FLOWERSAbbey National
Access HealthAccess HealthAegon USA
Air Tours
American Century
AmerixAmerix
Applied Card Systems
Atos Multimedia
Barclay CallBarclay Call
Bell CanadaBell Canada
British Gas
Call Interactive
CAIS InternetCAIS Internet
CendantCendantChaseChase
Cheap TicketsComputer Sciences Corp.
Convergys
Damark International
Deluxe CorporationDeluxe Corporation
Escape TransitionEscape Transition
Excel Communications
FingerhutFingerhut
First Allmerica FinancialFirst Allmerica Financial
First Direct Bank Fisher ScientificFisher Scientific
Franklin ResourcesFranklin Resources
Freemans
GatewayGateway
GTEGTE
JazzTelJazzTel
Metris
Montgomery Ward
National Westminster
Northwest Airlines
PHCSPHCS
Norwest Mortgage
Orange
Oriental Trading
Privilege InsurancePrivilege Insurance
Protection One
Providian FinancialProvidian Financial
QualiphoneQualiphone
Retevision
SDV
Spiegel
Starwood/ITT
Sun Life
Travelers
UUNet
USA Today
United Healthcare
Victoria’s Secret
Wells Fargo
West TeleservicesWest Teleservices
Whitbread
Worldnet
Worldspan
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Cisco is Committed:
• John Chambers
“We are totally committed to the customer contactbusiness and will invest for success”
• Investing for success
Strong Management team
Adding 50 new DE resources by end of 2002
Strong product roadmap
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