Customer Service, Contact Center and Beyond… · Customer Experience with caller data presented to...
Transcript of Customer Service, Contact Center and Beyond… · Customer Experience with caller data presented to...
Customer Service, Contact Center and Beyond…“I will transfer your call to an another agent” “Sorry I don’t speak Arabic” “This is the credit card
department, I can’t help, please call again and press 3” “I did enter my credit card, why do I have to
enter it again” “Your email is handled by a different department” “Your colleague already contacted
me, why are you calling regarding the same thing” “Do I really have to explain my problem again, I
called 5 minutes ago and talked to another agent”… we all had our share of frustration…
Is Cisco in the Contact Center Business?
‘99
‘00
‘01
‘02‘03
‘04 ‘05 ‘06 ‘07
Market entry
with GeoTel
acquisition
Industry’s First IP-Based
ACD (IPCC Enterprise)
Complete SME Contact Center inc.
advanced speech (IPCC Express)
Adv. speech self-service, intelligent
network queuing and treatment (CVP)Latigent
acquisition
Audium acquisition
First Version of
IP-IVR Released
WebLine
acquisition
Industry’s First IP Dialer Released
Multi-tenanted contact center
(IPCC Hosted)
Advanced speech analytics (CIA)
Agenda
• The roadmap for a better Customer Service…
• Case study from a leading bank…
• What’s new in Contact Centers…
The Challenge
From Employees
• Employees are a key driver of customer
satisfaction
– 39% of customers who defected last
year, did so due to a service
representative’s lack of knowledge
• Employees are less satisfied and less
loyal than ever
– 50% expect to change company inside
5 years
– 32% actively job searching
– 25% would not consider changing
Hudson – Why Employees Walk
The Challenge
From Customers
• Customers are more demanding,
more frustrated, less satisfied and
less loyal than ever
• They are also more educated than
ever, and they expect staff to be
knowledgeable
• They want choice, convenience
and consistency on every
interaction channel, 24 x 7
• Customers want organisations to
remember them
Companies Rarely Offer Compelling Customer
Experiences
Source: James Allen, Bain & Company,
0%
20%
40%
60%
80%
100%
There is a wide gap between what companies think they are delivering and what customers think they are getting
Companies whose
customers agree
Companies that believe
they are providing superior
customer experience
72% Gap
The Challenge
From the Business
• Increase profitability by creating customer loyalty
– A 5% improvement in customer retention can increase profits by
between 25 and 95%
– It’s 6-7 times more expensive to gain a new customer than it is
to retain an existing one
– Provides new up-selling and cross-selling opportunities
– Increases customer referrals Frederick Reichheld: The Loyalty Effect
AcquisitionCosts
Base Profit
Yr. 1
Base Profit
Additional Sales
Product Life Cycle
Customer Referrals
Premium
This should grow, because less expensive to serve
Yr. 2 Yr. 3 +
Cu
sto
me
r P
rofi
tab
ilit
y
Solutions...
Cisco Contact Center
Customer
Customer Collaboration ApplicationBranch or Contact Center Number
Customer ServiceReps
Branch
Self Service
Subject Matter Experts
Customer Collaboration without Boundaries
Drives Revenue through First Call Resolution
Source: Forrester Consulting: Unified Communications Delivers Global Benefits,
Being able to Quickly Escalate Customer Problems to
Experts has Multiple Business Benefits
Combining Enterprise Presence and Contact Center
services to drive differentiated customer service
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Expert then takes the call on his or her IP or soft-phone which can be escalated to a videosession
BusinessValue
Rapid integration of Contact Center solutions and Enterprise users
Ease of management and streamlined user provisioning
Ability to reach right employee the first time -> better image to customers
Reduced number of handoffs and creating differentiation through enhanced Customer Experience with caller data presented to the expert
Agent transfers to a group of skilled experts and using Presence, available experts will be automatically offered the call
2
An Expert answers the call offer via an Instant Message which also includes caller information
3
Agent at the Contact Center receives a customer call that requires escalation to an expert
1
Scenario 1
Leveraging Presence, Self-service and Intelligent Routing
services to drive differentiated customer service
An Expert accepts the call offer via IM, then takes the voice or videocall on his or her IP or soft-phone
BusinessValue
Data Directed and Skills based routing to Enterprise users
Intelligent Directed or Broadcast Routing to Enterprise Users/Experts
No interaction by a formal contact center agent, hence saving scarce contact center resources
System presents a self-serviceapplication to collect information from the caller and finds the most skilled experts
2
Using Presence,available experts will be automaticallyoffered the call via Instant Messaging, along with caller information
3
Caller makes a call to an organization intended for a specializedknowledge worker or expert
1
Scenario 2
4
ICMICM
A
PSTN
1. Customer calls into the Contact Center
Expert Advisor Call Flow
IPCC selects a traditional agent
4. Agent transfers or conferences to an expert group
5. System selects expert(s) based on presence and competency level
3. Call gets routed to formal agent
Cisco
Unified
Presence
Server
2. Call is queued and self serviced
Dubai
KSA
Agents/IVR
based in
UAE
Bahrain
Queue
Qatar
Queue
Beirut
Queue
London
Queue
Hosted
Intelligence
Saudi
Arabia
Queue
Cairo
Queue
Traditional Call Centre
Thank you for calling MyBiz…
Press 1 for
Agents
UAE
Bahrain
Queue
Qatar
Queue
Beirut
Queue
London
Queue
Hosted
Intelligence
Saudi
Arabia
Queue
Cairo
Queue
Service Consistency
and Cost ControlThank you for calling MyBiz…
Press 1
Only when Agent is available
Leads to Lower Operational Cost
BANDWIDTH
REQUIREMENTS - Kbps
BANDWIDTH
RPICE/MONTH - $
Remote
Site # of calls
Traditional
IVR Cisco CVP
Traditional
IVR Cisco CVP
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Riyadh 15 512 256 $4,952* $2,970
Beirut 10 256 128 $2,970 $1,035
Qatar 15 512 256 $4,952 $2,970
Kuwait 10 256 128 $2,970 $1,035
Khartoum 15 512 256 $4,952 $2,970
Cairo 20 768 512 $6,437 $4,952
Manama 10 256 256 $2,970 $2,970
London 20 768 512 $12,875 $10,300
Paris 10 256 128 $5,275 $4,507
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$48,353 $33,709
TOTAL COST PER
MONTH
$14,644 SAVING PER MONTH
$175,728 SAVING PER YEAR
Reporting 2.0Cisco Unified Intelligence Suite
• One view of enterprise and contact
center reporting
• Real time/historical dashboards,
Scorecards and ad-hoc reporting
• Personalized information delivery
• Supports Cisco, Avaya, RSS/XML
and Workforce Management
environments
–Open standards enables flexible
integration into other environments
• Multi-Level security with permissions
and role management capabilities
Cisco iSupervisor
Team SelectionSkills
AgentsPhase 1 – Available on iTunes App Store
Supervisor Desktop On the Go
1. Team, Skill and Agent Summaries
2. Skill Detail
State of all the agents in the Skills
3. Agents-Team State
State of all the agents in the Team
Phase 2 – In Development
Mobile Dynamic Configuration Changes for Express
Mobile Cisco Unified Intelligence Suite for UCCE
Agenda
• The roadmap for a better Customer Service…
• Case study from a leading bank…
• What’s new in Contact Centers…
Enda Kesim
Business Development Manager
Voice Technology Group
Agenda
• The roadmap for a better Customer Service…
• Case study from a leading bank…
• What’s new in Contact Centers…
Agenda
• The roadmap for a better Customer Service…
• Case study from a leading bank…
• What’s new in Contact Centers…
Top Customer Care Industry Trends
Business to Consumer Video
• Video provides a "show
me" experience
• Faster, more intuitive
caller experience
• Richer caller interactions
• Supports 3G mobile video
and video kiosks
Network Optimization for CRM
• 12 modules with high interactive client
• 8Mbit/sec WAN link
• Script logs in, navigates to standard view, executes query
~30% Decrease
in Transaction
TimesDelivers
Substantial
Contact Center
Impact !
Cisco Digital Signage & Contact Center
Supervisors/Agents
Video Portal
Digital Media Players
Digital Media Manager
Customer Collaboration
Other Customers
Cloud
Community
Business
Partners
Enterprise
Experts
Customer Care
Reactionary
Today
Customer Care
Personalized
Tomorrow
Airline lost my luggage!
CCP
Customer Collaboration Platform
1. Capture
Customer Digital Care Agent
2. Analyze & Prioritize
3. Communication Workflow
4. Assign & Engage
Social Screen PopQuad for Social Customer Care and Brand Management
Brand
Metrics
Prioritized
Brand Mentions
Conversation
History
Social Customer
Profile Mashup
Brand Manager
dashboardCustomer Care
dashboard
Expert Routing
Social Media
Communication
Interfaces
Unified
Communications
Performance
Metrics
Cisco TelePresence Expert on Demand
High Touch Concierge Services
Contact Center Virtualization
Initial Cisco Unified Computing System support
• Unified Communications Manager
• Contact Center Enterprise
• Customer Voice Portal
• Development environment
VMWare Support
• Administration Workstation
• Peripheral Gateways
Additional Cisco Unified Computing System Packaging options
•Expert Advisor
•Contact Center Express
•Contact Center Hosted
•Intelligence Suite
•Cisco Agent Desktop
•CCMP
•E-Mail Interaction Manager
•Web Interaction Manager
• Appliance Model (same as UCM) to simplify
install, upgrades and reversion
• High Availability over the WAN for disaster
recovery
• Support for Cisco Unified IP Phone 89xx and
99xx Series as agent phones and cross-
cluster extension mobility
• Improved diagnostics through support for
Analysis Manager
• New Web 2.0 interface for Cisco Unified
Workforce Optimization Quality Management
• Additional Localizations
• Minor Desktop Enhancements
• Serviceability Pages
• Run on Virtual Machine (June 2010)
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Unified Contact Center Express 8.0
• Platform and Installation Improvements
• Reporting Enhancements
• Outbound Improvements
• Cisco Agent Desktop Updates
• Multi-Line Support
• CCMP Updates
• Serviceability Improvements
• UCS Virtualization Support
• Updated Phone Support
• EIM / WIM Updates
• Expert Advisor Updates
• Reporting Evolution
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Unified Contact Center Enterprise 8.0
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