transforming communication experience with · social more powerful opinion maker than traditional...

Ahmed Zaghmouri – Product Sales Specialist

Transforming Communication Experience With Unified Collaboration Architecture Approach

Customer 2.0

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 3

at any time, in any location, and on any device.Yesterday’s solutions aren’t enough. Customers want to be taken care of...


Businesses can increase marketing influence and a higher share of customer spend via innovation in communication & collaboration

Macro Trends

Changing Demographics & Spend Ability

Pervasive Mobile Connectivity

Social more powerful opinion maker than

traditional media

“Virtualization” of commerce

Mass Customization/Long Tail

“Green” Awareness

Disruptions in the Marketplace Unlock Opportunities


VisualHigh quality interaction from anywhere, realtime and offline

VirtualAgility and scale on demandRich media with VDI economics

MobileSecure access to information and people from any device, anywhere

SocialExpertise & Information location,Proactive customer interaction

Contact Centeris inTransition


Channel Shift is Real

69% 68%

Inbound Voice

60% 54%

eMail

19% 37%

Online Chat

7% 27%

Online Forum

1% 19%

Direct Twitter

20092011

Source: Forrester


Contact Center Role Reversal

2000

Contact CenterFor “Repeatable

Interactions”

Contact CenterFor “ExceptionManagement”

2012


The Bar is Raised

Satisfaction LoyaltyExperience Loyalty


Mobile is the “New IVR”


Meet the New Boss

AHT

FCRASA

ServiceLevel


Cloud Contact Center

Private Public

We Need Different Architecture


Cisco Collaboration Portfolio

UnifiedCommunications

TelepresenceCollaborationApplications

CustomerCollaboration


Combining Traditional Tools

Web 2.0Agent Desktop

VirtualContact Center

Routing & Reporting

Social MediaCustomer Care

SpeechSelf-Service

Multi-MediaCapture & Storage

UC Integration/Mobility

Video-EnabledCustomer CareMultichannel / CRM

Customer Collaboration

with the Power of the Future

Move To The True Customer Collaboration


Waves of Customer Collaboration Innovation

IDEO

Drive, run, or walk to your customers with technology, information, and personalized service.”

Tom Kelley

“

Wave 2:Relationship

Wave 1:Cost

Wave 3:Experience


from aPlace

to a System

to an Enterprise Service

Cost Relationship Experience

Operations +Marketing +Branch+Retail+Value Chain

Average Hold TimeAverage Speed to Answer OccupancyCost per call

Wallet ShareCustomer SatisfactionClosure RatesLead Conversion

Net Promoter ScoreFirst Contact ResolutionCycle Time

STRATEGY

MANAGEMENTMODEL

METRICS

ROI

Waves of Customer Collaboration Innovation


Bullet slide title Here

WAVE 2

Customer Relationship

WAVE 3

Complete Experience

WAVE 1

Cost and Efficiency

Technology Imperatives Cisco Solution Sets

Site virtualization Cisco® Unif ied CCE and CCX, Unif ied Mobile Agent

Desktop/server virtualization Cisco VXI, Cisco UCS®

SIP trunking Cisco Unif ied Border Element/Unif ied SIP Proxy

Cradle to grave reporting Cisco Unif ied Intelligence Center

Intelligent routing/universal queue/channel integration Cisco Unif ied CCE, CCX

Web/IVR integration Cisco Customer Voice Portal

Universal view of customer, cradle to grave reporting Cisco Unif ied Intelligence Center

Social CRM Cisco SocialMiner™, Finesse™ Desktop

Video Cisco Show and Share®, TelePresence®, WebEx®

Proactive care SIP outbound dialer, collaboration-enabled business transformation (CEBT)

Enterprise social/collaboration Cisco Webex Social, Finesse Desktop, WebEx

2012 A Great Year


Gartner Contact Center Magic Quadrant Q 2012

This Magic Quadrant graphic was published by Gartner, Inc. as part of a larger research note and should be evaluated in the context of the entire report.

The Magic Quadrant is copyrighted June 2012 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner’s analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the “Leaders” quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Gartner: Magic Quadrant for Contact Center Infrastructure, June 2012Drew Krauss, Geoff Johnson, Steve Blood

Colored arrows depict movement from the 2011 MQ. Avaya and Genesys both DECREASED in Vision and Ability to Execute.Cisco LEADS all vendors in Ability to Execute.


Contact Center Growth

050

100150200250300350400450500

2003 2004 2005 2006 2007 2008 2009 2010 2011

74133 164

241 264362

280371

460

Shi

pmen

ts (i

n th

ousa

nds)

ACD Shipments, CY

ACD Total

0

50

100

150

200

2004 2005 2006 2007 2008 2009 2010 2011

18 3662 64 77

115 120

190S

hipm

ents

(in

thou

sand

s)

IVR Shipments, CY

IVR New

ACD Shipment Growth (total seats)

+26% CAGR since 2003

IVR Shipment Growth (new ports)

+40% CAGR since 2004


Contact Center Market Share 2011

0

10

20

30

40

50

60

2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017

Sources: Cisco analysis, Gartner. Measured in revenue.

% M

arke

t Sha

re

Avaya/Nortel Alcatel-Lucent/Genesys Cisco


Worldwide IVR Market Share – Cisco is #1

0

100,000

200,000

300,000

400,000

Cisco GenesysAvaya/Nortel

Intervoice*Source: Tern Systems: “Telephone Self-Service: Markets, Products, and Suppliers," August 2012 for CY2011Numbers include new and upgrade IVR ports as reported by Cisco

41.2%

16.2%12.7%

6.5%

Por

ts S

hipp

ed*


15,000+ Installed Customers


Innovations And Execution

CRM Magazine Annual Service Awards, March 2012

Cisco rated “Winner” in IVR

Cisco rated “Leader” in Contact Center Infrastructure

Cisco SocialMiner™: Best of Enterprise Connect 2011

Cisco SocialMiner: Retail TouchPoints Next-Gen Retail Awards 2011 – Social Media category

Asian Banker Award 2011

Best Contact Center Deployment in region

Thank you.

transforming communication experience with · social more powerful opinion maker than traditional...

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