february 27, 2020 - cisco...key trends in contact center 1 contact centers in continuous...
TRANSCRIPT
Vancouver
February 27, 2020
February 27, 2020
Reach New Heights of Customer Servicewith an AI-Powered Cloud Contact Centre
Cisco Connect Vancouver 2020
Vancouver
© 2019 Cisco and/or its affiliates. All rights reserved.© 2019 Cisco and/or its affiliates. All rights reserved.
Agenda
Thank you for your Impacting the Journey
Cisco is serious about Market Context
Portfolio Update
© 2019 Cisco and/or its affiliates. All rights reserved.
4
Cloud is changing our world!
© 2019 Cisco and/or its affiliates. All rights reserved.
Key Trends in Contact Center
1 Contact centers in continuous
optimization mode
2 Consumers expectations rising for
personalization
3 Automation through A.I is improving, but
creates exceptions
4 Pressure on companies to improve
stagnant CX
© 2019 Cisco and/or its affiliates. All rights reserved.
Attributes of a great agent experience
Browser-based & modern user experience
Autonomy / Trust
Ease of authentication and finding information
© 2019 Cisco and/or its affiliates. All rights reserved.© 2019 Cisco and/or its affiliates. All rights reserved.
93%% of companies claim they are
challenged to deliver a holistic
customer experience
70%Percentage of costs in the contact
center tied to human resources
50%% of Bots that will fail in 2020
40%The amount of time a contact center
agent spends looking for information
1How many bad experiences it takes to
lose a customer for life
So What’s The
Problem?
© 2019 Cisco and/or its affiliates. All rights reserved.
“Hi! Thanks for contacting us…”
“Who are you?”
“I need to find you in the system”
“…have you contacted us
before?”
“I think I’ll need to transfer you..”
“Hang tight, this may take some time”
“Found you! Ok, Why are you calling?”
What are today’s experiences often like?
Siloed Interactions
© 2019 Cisco and/or its affiliates. All rights reserved.
9
AWARENESS CONSIDERATION PURCHASE SERVICE EXPANSION
PR
RADIO / PRINT
TV / OUTDOOR
WORD-OF-MOUTH
ONLINE DISPLAY
SEARCH
PAID CONTENT
3RD PARTY SITES
SOCIAL MEDIA
WEBSITES / LANDING PAGES
DIRECT MAIL
CALL CENTER
SALES REP
MOBILE APP
WEBSITE
WEB SELF-SERVICE
SOCIAL
CHAT
COMMUNITY
SURVEY
LOYALTY PROGRAM
OFFERS
CALL CENTER / IVR
OFFERS IN INVOICE
MAILINGS
The customer journey…
© 2019 Cisco and/or its affiliates. All rights reserved.
Deliver contextual intelligence throughout the customer and agent experience
© 2019 Cisco and/or its affiliates. All rights reserved.
The Cloud Powers A.I.
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Imagine if . . .
“Hi Shawn. Thanks for
contacting us…”
“We appreciate your six year membership
with us”
“…And you were checking your order status ”
“… I see you you were just on the
web”
“…Can I also suggest this?
“… Are you inquiring about that order?”
“…Tracking says its out for PM delivery”
Seamless Interactions
© 2019 Cisco and/or its affiliates. All rights reserved.
Cisco’s Contact Center Portfolio
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Cloud first, not cloud only
Cloud first, not cloud only
Journeys
Flexible transition
paths provide
customer choice in
approach
Not only
Continued
innovation for
on-premises
solutions
Cloud first
Proven cloud
collaboration suite
for businesses of
all sizes
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Cognitive and Consistent
Cisco Contact Center release 12.5 (on-prem)Extend value of on-premises investments with the cloud & licensing
Cloud Connected
Simplified Platform
• Webex Experience Management
• Business Insight reports via Analyzer (Trials)
• Bot: Customer Virtual Assistant
• Intelligent call transcripts(Voicea Integration)
• Webex Experience Management agent gadgets
• Smart Licensing
• Finesse desktop enhancements
• Platform and security updates
NEW
Cisco Confidential – Subject to NDA
Helping customers migrate data to the cloud now, for easier
cloud transition later
Cloud Connect - CCX/CCE 12.5
Enabling customers to leverage their existing on-premises
investments
Converged cross-platform data architecture in the cloud
Cloud-based AI and analytic services available for Cisco
on-premises customers
© 2019 Cisco and/or its affiliates. All rights reserved.
Webex Contact Center
18Presentation ID
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
A new cloud-centric portfolio
Call | Meet | Message | Devices | APIs/SDKs
Voicea | Experience Management | Analyzer
Webex Contact CenterWebex Contact Center
Enterprise
WebexContact Center
Single Global Platform
Cognitive Collaboration
All Business Sizes
Single Subscription
Webex single platform for contact center
New
© 2019 Cisco and/or its affiliates. All rights reserved.
Native cloud architecture
Bring security and unlimited visibility, flexibility, and scalability to
Webex Contact Center
Reduce complexity and
expense
Speed to deploy new functionality drastically
reduced compared to premise-based contact centers
Enhance productivity and lower
the total cost of ownership
© 2019 Cisco and/or its affiliates. All rights reserved.
Webex Contact Center overview
Omni-channel
Self Service
Predictive Routing
Platform Management
Business App Integrations
Native Cloud
Workforce Optimization
Agent Desktop
Expert Collaboration
Customer Experience Employee Experience Business Operations
© 2019 Cisco and/or its affiliates. All rights reserved.
Agent desktop
Customer HistoryBot Interactions
Voice
Agent Desktop
Digital
Provides an intuitive agent experience, improving agent productivity
Matches the look and feel of other Webex products
© 2019 Cisco and/or its affiliates. All rights reserved.
Webex Control Hub: Your single pane of glass
Manage your Webex services together
Fast user onboardingEasily configure
services and policies
Single pane of glass Activate services quickly Control entitlements, security, and compliance
For Cisco Webex Contact Center, Meetings, Calling, and Team Collaboration
Webex Control Hub
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Introducing
Webex Contact Center Enterprise
Common components enabling low risk migrations for existing customers
Extensive set of API’s for customization
Scale, quality, and security for the large enterprise
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Cisco Webex Contact Center Enterprise
Enterprise Cloud Service
• Powered by Cisco UCCE in the cloud
• Cisco hosted and managed
• Highly customizable and scalable
• Familiar experiences
Cisco Webex Contact Center Enterprise
Seamless continuity for cloud migration
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Cisco Webex Contact Center Enterprise
Enterprise Cloud Service
• Cisco Finesse and CUIC
• Task Routing and Precision Routing
• AI and ML Integrations
• Cisco Control Panel
Cisco Webex Contact Center Enterprise
Seamless continuity for cloud migration
© 2019 Cisco and/or its affiliates. All rights reserved.
Security and trust:
Cisco has an unassailable reputation for true security.
We continue to invest billions of dollars to make your contact
centers more secure, and to give you cloud innovation without
disruption
Security
© 2019 Cisco and/or its affiliates. All rights reserved.
Cisco DevNetEnabling customers and partners
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Cisco Confidential: Under embargo until 9/18
AI Augmented Super Agents
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Cisco AI strategy for Contact Center G oog leCCAI
P artner
Cisco’s Contact Center strategy is to empower agents with AI-enabled featuresbuilt using best-in-breed technology:
Using our proprietary AI technology (including Voicea, MindMeld, etc.)
As well as Google CCAI enabled features such as Conversational IVR and Bot Virtual Customer Assistant
Features/productspowered by Cisco AI
Voicea Gadget Transcription (EFT, 12.5)
Call Transcripts and Highlights
Features/products powered by Goog le Contact Center AI/Dialogflow
Conversational IVR *
Bot Customer Virtual Assistant *
Cisco Answers **
*BYO orderable, Cisco offer not orderable yet
** not orderable yet
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Surrounding Agents with AI Assistance
Intelligent Self-Service
Chat bots and Conversational IVR to reduce call volume
In-call suggested answers for agents based on customer conversations
Speech to text transcripts for more accurate notes and faster wrap-up
Identify key issues and provide agent coaching
Real-Time Transcripts
Call Quality & SentimentInsights
Live Agent Assistance
© 2019 Cisco and/or its affiliates. All rights reserved.
Impacting the Journey
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
AWARENESS CONSIDERATION PURCHASE SERVICE EXPANSION
PR
RADIO / PRINT
TV / OUTDOOR
WORD-OF-MOUTH
ONLINE DISPLAY
SEARCH
PAID CONTENT
3RD PARTY SITES
SOCIAL MEDIA
WEBSITES / LANDING PAGES
DIRECT MAIL
CALL CENTER
SALES REP
MOBILE APP
WEBSITE
WEB SELF-SERVICE
SOCIAL
CHAT
COMMUNITY
SURVEY
LOYALTY PROGRAM
OFFERS
CALL CENTER / IVR
OFFERS IN INVOICE
MAILINGS
The Customer Journey
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
AWARENESS CONSIDERATION PURCHASE SERVICE EXPANSION
PR
RADIO / PRINT
TV / OUTDOOR
WORD-OF-MOUTH
ONLINE DISPLAY
SEARCH
PAID CONTENT
3RD PARTY SITES
SOCIAL MEDIA
WEBSITES / LANDING PAGES
DIRECT MAIL
CALL CENTER
SALES REP
MOBILE APP
WEBSITE
WEB SELF-SERVICE
SOCIAL
CHAT
COMMUNITY
SURVEY
LOYALTY PROGRAM
OFFERS
CALL CENTER / IVR
OFFERS IN INVOICE
MAILINGS
Problem: no awareness outside contact center
NOT AWARE
NO
T A
WA
RE
Contact Center
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
AWARENESS CONSIDERATION PURCHASE SERVICE EXPANSION
PR
RADIO / PRINT
TV / OUTDOOR
WORD-OF-MOUTH
ONLINE DISPLAY
SEARCH
PAID CONTENT
3RD PARTY SITES
SOCIAL MEDIA
WEBSITES / LANDING PAGES
DIRECT MAIL
CALL CENTER
SALES REP
MOBILE APP
WEBSITE
WEB SELF-SERVICE
SOCIAL
CHAT
COMMUNITY
SURVEY
LOYALTY PROGRAM
OFFERS
CALL CENTER / IVR
OFFERS IN INVOICE
MAILINGS
Opportunity: see the entire customer journey
Contact Center
Opportunity
Op
po
rtu
nit
y
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Webex Experience Management (formerly CloudCherry)
Analytics• Derive relationship between experience drivers & KPIs (i.e. NPS, CSAT & revenue)
• Predictive analytics to understand KPI & strategic decision impact
Create more proactive, predictive and personalized customer experiences
Customer Journey• Follow customers across 17 different channels
• Assess areas of improvement to drive loyalty
Survey Builder• Create and customize post-call IVR/email & web intercept survey
• Survey triggered immediately after the interaction
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Webex XM & Cisco Contact Center
Agents Dashboard
Move from a transactional approach real-time customer journey view across physical, digital and IoT interactions with rich layered operational and transactional context
CloudCherry and Cisco Confidential pursuant to joint NDA
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Webex XM & Cisco Contact Center Analysis
Supervisor Dashboard
Drill down into role based dashboards by Agent pool, Customer stage or campaign to view root cause analysis, apply advanced statistical tools or just track key AHT/FCR/CC metrics.
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Webex XM & Cisco Contact Center Analysis
Intelligent Routing
Predictively match high value customers to the agent with the highest CX scores, maximising efficiency and improving top-line returns from increased engagement
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
WebexExperienceManagement
Demo: Kevin Hiatt
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Summary
Cloud and AI are changing the customer experience!
Cisco is serious about Contact Center!
This event is about YOU
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