Cisco en Contact Center Telefónica
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Transcript of Cisco en Contact Center Telefónica
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C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1
New business drivers for
Customer Collaboration
Erwin-Paul Bouma S a l e s M a n a g e r
C u s t o m e r C o l l a b o r a t i o n
E u r o p e , M i d d l e - E a s t , A f r i c a & R u s s i a
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C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2
Cisco Customer Collaboration
Major Trends
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Wave 2: Relationship
Wave 1: Cost
Wave 3: Experience
Transactions Interactions Engagements
ACD CTI, IVR, Segmentation Multichannel, Enterprise
Expertise, Social Media
Place System Enterprise Service
Operations Marketing Brand Management
Reactive Proactive
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Yesterday’s solutions aren’t enough.
at any time, in any location, and on any device.
Customers want to be taken care of…
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Customer Customer
Multi-Channel Omni-Channel S
tore
s
Mo
bile
Web
Cata
log
ue
Sto
res
Mo
bile
Web
Cata
log
ue
Seamless Experience
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OmniChannel is a customer
relationship strategy where the
customer is the centre of all
interaction channels ; decides how,
when and where to communicate
and expects a consistent,
personalised, intuitive & rich
experience
Omni Channel
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Bringing Service to Customers Across Screens
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Moving from One-to-Many, to one-to-One
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Embracing the power of the consumer
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FitBit pedometer WiThings scale Vitality pill bottle
Nest Thermostat Pebble Watch Google Glass
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One day while at the
office…
… his car is hit in a parking lot
outside the building.
Rob “opts in” to remote car
monitoring service
Message routed to insurance
company’s proactive customer
care gateway
Local agent unavailable.
Call routed to centralized call center.
Proactive Response Collision Detected Monitor Opt In
Sensors detect a collision and
route a message to Toyota USA
Sensor m
essage
SIP
Gateway XMPP
message
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Engagement Proactive Response Collision Detected Monitor Opt In
Customer care screen pop with account
information on outbound call
Detail on collision detection report from
Toyota USA
Customer engagement: Damage assessment,
claim initiation, tow, and rental car service
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Cisco Customer Collaboration
Customer behavior changes
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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
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The Channel Puzzle
51% research online and
then buy in store – Google 2012
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The Channel Puzzle
32% research online, visit in
store and then buy online
– Google 2012
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The Channel Puzzle
82% Multichannel customers
spend 82% more than
single channel
customers
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The Channel Puzzle
84% want consistent service,
get frustrated by
fragmented journeys
- Accenture
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Point Solutions Chaos Scenario
Tactical response
Departmental Isolation
Focus on Integration, not
Outcomes
No Common Intelligence or
Platform
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Cisco Customer Collaboration
What Businesses Are Doing
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Branchless Bank
`
Branches Replaced by
Kiosks
Non Traditional Placement
Significant Cost Reduction
Reduction in Leakage
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Energy RWE - Multichannel
Brand New Channel
Significant Customer Uptake
Strong Sales Conversion
Increasing Customer
Satisfaction
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Everbright & Guangfa Bank
`
Expanded Footprint
Rolling out over 6000
units
Captures Signature and ID
Instant Card Delivery
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Nationwide
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Thank You