Connecting with Customer Experience Solutions Platform

Sam Wade, Director, Cisco Services

swade@cisco.com

Agenda

• Patient Connect SolutionPatient Connect Solution

Overview of Horizontal Platforms, Solution Kits from Overview of Horizontal Platforms, Solution Kits from SPGSPG

• Remote ExpertRemote Expert

Cisco Confidential 4©2014 Cisco and/or its affiliates. All rights reserved.

SPG Platforms & Services Portfolio

Next Generation Enterprise Next Generation Enterprise CapabilitiesCapabilities

Software Platforms

and Services

• Integration Platform• ServiceGrid

• Service Exchange Platform

• Data Virtualization• Connected Analytics• Data & Decision Sciences

• Prime Analytics• EnergyWise

• Enterprise Mobility Services

Platform• Interactive Services Platform• Remote Expert Platform

• IP Interoperability &

Collaboration System

(IPICS)

• Smart Net Total Care• Partner Support Services• Smart Services –

Commercial

• Configuration Management & Compliance Service

• EnergyWise• Smart - AS

Vertical RelevanceVertical Relevance

Finance

Healthcare

Retail

Transportation

Branch/Store

Interactive Television

Kiosk

Social

Mobile

Video

Digital

Home

Customer Experience Solutions

Software Platforms and Components Experience Managers

Interactive Experience Platform (IEP)

Customer Experience Offers

Shopper ExperiencesShopper ExperiencesShopper ExperiencesShopper Experiences

Advanced Services

Customer Experience Strategy &

Architecture

Industry Grade Network and Compliance

Services

Platform/Solution deployment

services

Advanced Services

Customer Experience Strategy &

Architecture

Industry Grade Network and Compliance

Services

Platform/Solution deployment

servicesSoftware Platforms

Experience Client (IEC), Interactive Services (IEM), Mobile Experiences Platform (EMSP), Analytics, B2B Cloud

• Digital Media Store and Shopper Experiences

• Shopper Expert• Smart Locker

• Patient Mobility• Patient Connect• Healthcare

Kiosk

• Campus Kiosks

• Dorm Room of the Future

• Campus Mobility

Cisco ProductsNetworking, Collaboration, Security, Data Center

• Interactive Banking Kiosks

• Integrated Remote Expert Mobile Advisor

Business Scenarios

Delivering Customer Experience

Consumption ModelCloud, On-Prem, XaaS Delivery Models

iServices

A Platform For Interactive ExperiencesMultiple Points of Engagement for Visitors & Staff

•Multiple points of interaction

Lobby Systems – Wayfinding, Directory, Remote Assistant

Digital Signs – Interactive & Non-interactive

Internal applications – signage, assignment / resource status, etc.

•Highly Interactive, Personalized, and Relevant

Web applications & rich media content

Multiple levels of Interaction – Touch, IR, BYOD

Remote management – cloud based model

Collaboration integration for video assistant

Application and Layout Examples

Service Status & Information

Information on available services, special exhibits,

services status, etc.

Offers and Promotions

Product and Service information, along with

offers based on interaction, location, etc.

Online Catalog

Touch screen interaction with “endless aisle” for

information and ecommerce

Wayfinding & Directory

Touch screen map with shops, restaurants, services and local

directory

• Live, 2-way video interactions

• Enables seamless transition from self-service to assisted service

• Multi-language support

• Use for remote assistance, virtual concierge, or other customer service or operational applications

• SIP Widget on IEC 4600 Cobra browser

• Integrates with Cisco UC & TP infrastructure

Remote Assistant

Adapter Framework & ESBAdapter Framework & ESB

Mobile/TV/Kiosk ExperienceIn room, Lobby, Exam Room

Media Experience Admin & Dashboard - Configuration, Monitoring, Management

IEP API Gateway - Single Signon, RBAC

IEP Presentation Platform - Reusable gadgets for admin and dashboard

IEP Adapter Framework – Integration with hospital systems / 3rd party applications--Show&Share, EMR, Staffing, Medication, Rovi

IEP System Monitoring, AlertingComplex Event processing, Historical, Trending, usage monitoring

Modules/Recipes – TV Guide, Show & Share, Way Finding, Video Call …

Multi-App Runtime – Native, HTML5, IEC

Toolkit – Studio, IDE, CMS, App X Manager

Applications - Dorm Room, Signage, Kiosk, ioS/Android/Web Mobile

..

Components

Videos

App

sIn

tera

ctiv

e

Exp

eri

en

ce P

latf

orm

(I

EP)

API Gateway – REST SSO, RBAC

API Gateway – REST SSO, RBAC

Rovi

IDP AD/LDAP

IDP AD/LDAP

LexiPalRTLS EMR

Om

nic

hann

el

Exp

eri

en

ce

Pla

tform

(O

XP) Multi-App Runtime Multi-App Runtime

Native Apps

Android Apps

Mobile Web Apps

Kiosk Apps

Digital Signage

TV + Mobile

App X

IEC Engine

IEC Engine

Native App Engine

Native App Engine

HTML 5 Engine

HTML 5 Engine

ToolkitToolkit

CMS Editor CMS Editor StudioStudio

IEC

Interactive Experience Manager (IEM)

Policy Management

Policy Management

Device Management

Device Operations

Peripherals Management

User Management

Scheduler

8

6

Presentation PlatformReusable Gadgets

Presentation PlatformReusable Gadgets

TV GuideFood

ServicesHL7

StaffAssignment

RTLS MNS Medication

APIs

REST APIs

Patient Care

Services

Patient Care

Services

Media Experienc

eServices

Media Experienc

eServices

AdminServices

AdminServices

MySQLMySQL CEPCEP

BAM - AnalyticsBAM - Analytics

Food Service

Rauland Borg

NotificationShow n Share

Exte

rnal

Syst

em

s

Dev IDEDev IDE

Appx Manager

Appx Manager

0

0

1

1

2

2

3

3

4

4

5

5

6

7

7

8

9

9

Interactive Experience Client (IEC)

• IEC 4610• IEC 4632

Interactive Experience Manager (IEM)

Interactive Services Solution Components

Interactive Experience Management Platform

Interactive Services Endpoint

Optional components:

•Touch screens (3rd party)•Enclosures (3rd party)•Speakers (3rd party)•Precision HD Camera

Call Manager (CUCM)

Collaboration end points

Show & Share (VOD repository)

Encoders & Video Head End (Streaming Video)

Core Solution ComponentsPotential Additional components

iServices – Connecting Many Resources

Content & Applications

Web PortalWeb Portal

Video repositoryVideo repository Notifications PortalNotifications Portal

Patient Information Systems

Patient Information Systems

Interactive Experience Manager

Policy ManagementPolicy Management

User ManagementUser Management Configuration management

Configuration management

Event management & Scheduling

Event management & Scheduling

Interactive Services Endpoint

IEC 4600 Series

Notification ServicesNotification ServicesDevice ManagementDevice Management

Load profile, configuration, etc.

Content Management System

Content Management System

Application & Data Sources – What is Displayed/Shown

Video BroadcastVideo Broadcast

IEM – Acts like a “Session Resource Manager”

USB

IR

HTML5 Web Sockets

Content and Media

Call ManagerCall Manager

Collaboration InfrastructureIP Based SIP telephony

SIP

USB

Cisco Confidential 14©2014 Cisco and/or its affiliates. All rights reserved.

Interactive KioskPanasonic Display & Touch Overlay, Cisco Interactive Experience Client &

ManagerCisco Collaboration

Digital Signage Display

Cisco Interactive Experience Client & Manager

Untethered Employee Cisco Mobile AdvisorCisco Collaboration

Retail Solutions Overview

Remote Expert Displays + Cisco Remote

Expert Solution

Digital Drive Thru QSR System

Displays +POS/Ordering + Cisco Collaboration

Smart LockersDisplays & Cameras + Cisco Interactive

Experience Client & ManagerManaged Service Cloud

Cisco

Cisco Live 2013

Patient Connect Solution Overview

TrendsPatient Satisfaction Has Never Been More Important

Focus on Patient Experience, Improved Outcomes, Increased Efficiency

Patients Are More Consumer Oriented

Need to Improve Patient Experience Despite Constrained Resources

Value-based Purchasing Is Dependent on HCAHPS Measures

Challenges

How to Meet Growing Patient

Expectations

Increased Transparency of Data Related to

Hospital Performance And

Patient Satisfaction

Internal Pressure to Increase

Patient Satisfaction

While Facing Operational Constraints

Ability to Address Regulatory

Requirements As a Means

of Maximizing Reimbursement

Rates

1 2 3 4

Patient Experience in Healthcare Vital

Source: PWC

Healthcare Is Important, But It Is Not Well Executed

Healthcare Provider

Hotels

Retail

Health Insurer

Airlines

42%

24%

21%

18%

17%

Experience Is More Important in Healthcare Than in Any Other Vertical

And Yet It Is Ranked Next to Last in Terms of How Well It Is Executed

Retail

Hotels

Healthcare

Airline

#1

#4

#6

#8

Source: PWC

The Patient Experience Imperative

Of Health Leaders Rank Patient Experience Among Their Top 3 Priorities

Top 3 Prioritiesfor Next 3 Years

Source: Health Leaders Media Intelligence Unit CDW Healthcare

30% of Value-based Payments from CMS Are Already Tied to Patient Satisfaction, With Commercial Payers Rolling Out Similar Programs

Research Shows That a Patient’s Previous Experience Is Now Almost As Important As a Physician Recommendation in Choosing A Provider

Patient Loyalty Translates into Revenue Potential for a Typical Hospital

84%

1. Patient experience and satisfaction

2. Quality and patient safety

3. Cost management and reduction

Technology and the Patient Experience

Source: Health Leaders Media Intelligence Unit CDW Healthcare

Today’s Patients Are:

INFORMED SAVVY SOCIAL

52% of Patients Use Health Information Sites for Research

77% of Patients Used Search Engines Prior

to Booking an Appointment

1 in 4 People Use Social Media to

Follow the Health Experience of

Others

Lack of Technology Inside a Patient Room Can Be a Real Frustration Point for Patients

Top Technology Recommendation to Improve Patient Experience: Bedside-Interactive Computers

Today's Patients Expect Personalized Service and More Control

Inform

• Wayfinding

• Schedule

• Care Team

• Location Aware

Educate Entertain Engage

• Education Videos

• Condition Based

• Orientation

• Discharge

• HDTV

• Movies

• Internet

• Wi-Fi Access

• Services/Requests

• EHR Access

• Progress

• “My Visit”

Connect

• Video and Sharing

• Concierge

• Care Team

• Translation

• Friends and Family

Cisco Patient Experience SolutionsDelivering Personalized Information and Services

Deliver Interactive Patient Experiences Across Multiple Touch PointsEnterprise Grade Manageability, Open Standards, Integration

Interactive Patient and Guest Experience

LobbySystems

Waiting Rooms and Exam Rooms

PatientRoom

MobileEngagement

Kiosks and Signage at Entry And Public Areas

Information, Health

Education, and Collaboration

Entertainment, Education,

Collaboration, and Interaction

Information & Services Delivered to Personal

Devices

Cisco Patient Connect: Inpatient Room Solution

Cisco Patient Connect

uses member preference,

location, presence,

environmental, and

clinical system information

to deliver a better patient

experience and

personalized care.

Improve Patient Experience

Increase Operational Efficiency

Drive Compliance and Care Outcomes

Patient Room ExperienceInpatient Care Application: Inform, Educate, Entertain, Engage, Connect

My Visit: PersonalizedInformation and Engagement

Personalized visit and schedule information

Messages, Requests, and Notifications

Care team information

Patient Survey

EMR integration via HL7

Nutrition System integration

Nutrition: Food Menu and Ordering

Deliver Patient Education

Access to documents, videos, and content

Personalized by condition

Assign questionnaires and surveys

Track status and completion

Integrate with Cisco Show and Share

Support both hospitalowned content and thirdparty content

Integrate Collaboration into Interactive Applications

• Seamless integration with Cisco Unified Communications Manager (CUCM)• Integrate with video contact center (UCCE/UCCX) for intelligent call routing and queuing• Efficient management of call rules and speed dial buttons by unit or demographic• External video collaboration using mobile devices & web portals (friends & family, etc.)

Patient Entertainment: HD IPTV, Web Browsing, Relaxation Content, and More

Notifications and WorkflowsWorkflows

Customized Diagnosis Based

Diagnosis Based

Pain Score

Admit

Discharge

Patient Survey

Patient Requests

Custom Workflows (per Scope)

Patient Connect: Clinician DashboardView and Interact with Patients

Clinical Dashboard Capabilities

Input Goals for the Day

Assign EducationalVideos to Patient

Track Discharge Readiness for Patient

Respond to Patient Requests and Messages

View PatientSummary and KPIS

View Metrics & Generate Reports

View Patient Schedule

Assign Tasks for a Patient

Assign Patient Surveys

Assign CustomWorkflows for Patients

Clinician Dashboard—Patient Status

Cisco Patient Connect: Admin DashboardAdmin Dashboard Capabilities

Manage Educational Video Content

Create & Manage Surveys

Manage Devices and Locations

Create & Configure Predefined Workflows

TV – Manage List of Subscribed Channels & Create Custom Channels

Define and Manage Questions, FAQ,Requests, etc.

Manage Patient TV “Apps”

Define and ManageSpeed Dial/Collaboration Capabilities

Example Lobby Application Hospital Wayfinding/Directory

Interactive ServicesWaiting Room and Exam Room

Interactive Exam Room

Patient information, VODs, signage, and video call

Interactive Exam Room

Patient information, VODs, signage, and video call

Digital / Interactive Signage

External: IPTV, news, announcements, donor walls

Internal: Employee news, resource and schedule information, and video collaboration

Digital / Interactive Signage

External: IPTV, news, announcements, donor walls

Internal: Employee news, resource and schedule information, and video collaboration

Patient and Clinician Modes of Interaction

BYOD/ Mobile Device Remote Control

MODES OF INTERACTION

Pillow Speaker Control

Swing Arm Touch Screen

Control

IR Remote Control

Wireless Keyboard and Mouse

Health Health Information Information

SystemsSystems

EMREMR

NutritionNutrition

Nurse Nurse AssignmentAssignment

Cisco DCMCisco DCM

Video Head End – Video Head End – Typical ComponentsTypical Components

Encoders & Encoders & DemodulatorsDemodulators

Cisco Cisco Interactive Interactive Experience Experience ManagerManager

Cisco Data Center Cisco Data Center ComponentsComponents

Applications & Applications & ManagementManagement

Cisco Unified Cisco Unified Contact CenterContact Center

Cisco Unified Cisco Unified CommunicatioCommunicatio

ns Managerns Manager

CollaboratioCollaborationn

Cisco Show & Cisco Show & ShareShare

PCPC

Patient Room SystemPatient Room System

Kiosk SystemKiosk System

IEC4632IEC4632

Patient Media Patient Media Experience UIExperience UI

Pillow SpeakerPillow Speaker

IEC4632IEC4632

ClinicianClinician

Cisco UC EndpointsCisco UC Endpoints

EX90

EX90

Nurse & Admin Nurse & Admin DashboardDashboard

Cisco Patient Cisco Patient Media Media

Experience Experience ServerServer

Cisco Cisco Remote Remote Expert Expert

ManagerManager

Kiosk Application Kiosk Application

Content Content ServicesServices

Cloud ServicesCloud Services

Device Profiles, Device Profiles,

TV Listings, TV Listings, etc.etc.

Patient Connect: High Level Architecture

Medical Applications

Interactive Services Endpoint

IEC 4600 Series

Interactive Experience Manager

Policy Management

User Management Configuration management

Event management and Scheduling

Notification ServicesDevice Management

Cisco Patient Connect

Web Portal

Admin/Nurse Dashboards Notifications Portal

Patient Information

Content Management Workflows

HTML5 Web Sockets

Contentand Media

USB

IPTV Headend

Show and Share/ VOD Nurse Call/ Assignment

EMR

External Content Nutrition Systems

Video Systems

SIP

Other

HVAC and Lighting

Unified Communications Manager

Collaboration Infrastructure

Contact Center

RTLS

Load Profile, Configuration, etc.

IP-Based SIP Telephony

IR

Open Architecture: Content and Peripherals

Top Healthcare Organizations Around the Globe Depend on Cisco

Remote Expert

Cisco Confidential 43©2014 Cisco and/or its affiliates. All rights reserved.

EXPERT RESOURCESEXPERT RESOURCES(Mortgage, SMB, Wealth Management, etc.)(Mortgage, SMB, Wealth Management, etc.)

Regional Centers

Branch Banker

Branch/Store TelePresence® Conference

Multipoint TelePresence®

Conference

Kiosk Video Conference

In Person

Cisco Remote ExpertSupporting the Right Person to Serve Your Customer at the Right Place and the Right Time

Mobile Banker

Outside Resource

Web Video Conference

Click to Chat

Click to Collaborate Phone/Mobile Banking

Remote Expert

Lifelike video interaction with Lifelike video interaction with information sharinginformation sharing

Lifelike video interaction with Lifelike video interaction with information sharinginformation sharing

Real-time expert identification Real-time expert identification and automated connectionand automated connection

Real-time expert identification Real-time expert identification and automated connectionand automated connection

Seamless operation with Seamless operation with printing and recordingprinting and recording

Seamless operation with Seamless operation with printing and recordingprinting and recording

CiscoCisco®® Unified Communications Unified Communications TechnologyTechnology

Customer-centric experience Customer-centric experience across internet channelsacross internet channels

Customer-centric experience Customer-centric experience across internet channelsacross internet channels

Cisco’s Omni-Channel Solution PortfolioCustomer Experience Continuum

Validated Cisco UC Architecture Platform

Self Service

Mobile Device

Customized Integration Services

UCCX & UCCE Adv Services Mobile Advisor

Remote ExpertKiosk

Remote ExpertMobile Remote Expert

Immersive

Email, Web,Chat & Social

Branch / Store

End to End Cisco Advanced Services Portfolio

BasicStandard

Advanced

Omnichannel Technical Architecture

Web Gateway

Mobile User

Expert

Session Orchestration

Collaboration, Call Control and Routing

Audio Recording and Video in Queue

MediaSense

VXML GW

RE MobileSignaling, and Media

EX Series SX-20 and C-Series

iOSPC

EX90

EX90

EX Series SX-20 and C-Series

EX90

Contact Center

CUBE

CUCM

REM

MCU

CVP

Touchscreen

Finesse

Immersive User

Kiosk User

IEC

IECPeripherals

Internet

DX Series

MX Series

IEM

Media Broker Collab Assist

Android

DX Series

MX Series

Mac

DX Endpoint Certification in progress

Control Operational CostsIncrease expert productivity, availability, and flexibility to handle increasing customer growth and service demands

Improve Customer RetentionEnhance the customer experience with 360-degree view of the customer, supported by data and analytics insights

Grow Revenue Increase sales and reduce customer churn by empowering the customer to engage financial experts when, where, and how the consumer chooses

The Financial Services Industry TodayAspirations, Imperatives, and Requirements

Customer Journey– Finance

Remote Expert: In-Branch

Branch-in-Box

Cu

sto

me

r F

ac

ing

E

nd

Po

ints

Cu

sto

me

r F

ac

ing

E

nd

Po

ints

Mobile Advisor

Ex

pe

rts

Ex

pe

rts

Remote Agent Expert Expert Team Contact Center Agent

Self-Service: Information

Self-Service Transaction

Expert CenterExpert Center

CollaborationApplications

Borrowers may have to wait weeks for branch adviser meetings Last week, a business development manager at one of the UK’s biggest lenders warned brokers at a Sesame Live conference that customers could expect waiting times of up to a month to see a lender’s in-branch mortgage adviser.

Nationwide Building Society to deploy remote bankers who will do your mortgage interview on screen 400 miles away

“This new Nationwide service has the potential to get people back into their local branches, and in many parts of the country that is a good thing. The more services they can provide, the better it is for communities.”

--Derek French, founder of the Campaign for Community Banking

Business Challenges in Financial Services

Nationwide Building Society

““The Cisco solution has helped us improve customer satisfaction and staff efficiency while at the same The Cisco solution has helped us improve customer satisfaction and staff efficiency while at the same time increasing mortgage sales. The business case in favor of the Cisco solution stacked up quickly.” time increasing mortgage sales. The business case in favor of the Cisco solution stacked up quickly.”

- Andrew Nation, Senior Manager, Future Customer Outcomes at Nationwide - Andrew Nation, Senior Manager, Future Customer Outcomes at Nationwide

ChallengeChallenge SolutionSolution ResultsResults• Improve customer satisfaction• Enhance access to experts• Reduce leakage of business to

competitors

• Deploy customer-facing, virtual advisors, enabled by Cisco® video collaboration in retail bank branches

• Facilitate the close of mortgage sales in branch: printing, scanning, accessing mortgage advisors from central pool

• Manage unplanned and scheduled meetings

• 67% improvement in new mortgage

business

• Double-digit improvement in customer

net satisfaction

• 67% reduction in cost of sale

More than 700 branchesMore than 700 branchesMore than $300 billion in assetsMore than $300 billion in assetsMajor provider of mortgage loans and savingsMajor provider of mortgage loans and savings

External

Virtual Expert in Government Case Study: Spot Mairie in Nice - Public services access while shopping

Mayor demonstrating SPOT Mairie for remote immersive citizen services

WW launch : Nice February the 25th, 2013

Cisco Confidential 51©2014 Cisco and/or its affiliates. All rights reserved.

Expert’s view from desktopExpert’s view from desktopCitizen’s view inside PODCitizen’s view inside POD

Occupancy Sensorinstantly activates the screen

Document Cameramakes document sharing simple

Touch Screenenables intuitive selection of informationand services

Telepresence Screen switches on automatically as the citizen enters the POD

Printerplaced below the table desk

Adjustable Chair

Telepresence Screenenables instant connection and interaction with citizen, via high-quality voice and high-definition video

Picture-in-Picture (PIP)allows expert to see the document , via either the TelePresence screen or the citizen’s actual view

Citizen & Expert Views

Thank you