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Building a Collaborative Relationship with Your Customers

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Building a Collaborative Relationship with Your Customers presentation for Cisco Connect Canada Tour 2014.

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Building a Collaborative Relationship with Your Customers

  1. 1. Connecting with Your Customers: Omni-Channel Customer Service Shawn Cardinal – Cisco Collaboration CSE
  2. 2. Cisco Confidential 3© 2013-2014 Cisco and/or its affiliates. All rights reserved.  Introduction  Today’s Contact Center  Today’s Customer  Customer Collaboration with Omnichannel  What is Omnichannel?  Features and Services  Summary  What’s next for you? Session Outline
  3. 3. Cisco Confidential 4© 2013-2014 Cisco and/or its affiliates. All rights reserved.  Call Centers  Basic call control: ACD and call queuing  Contact Center  Additional Channels: email and chat  Customer Collaboration  Omnichannel experience  Connecting with customers like never before! Evolution of Customer Collaboration
  4. 4. Cisco Confidential 5© 2013-2014 Cisco and/or its affiliates. All rights reserved. The Customer is Changing
  5. 5. Cisco Confidential 6© 2013-2014 Cisco and/or its affiliates. All rights reserved. Customers are Moving Online • Self service • Crowd sourced • Web and email
  6. 6. Cisco Confidential 7© 2013-2014 Cisco and/or its affiliates. All rights reserved. At any time, in any location, and on any device Customers want to be taken care of Yesterday’s solutions aren’t enough
  7. 7. Cisco Confidential 8© 2013-2014 Cisco and/or its affiliates. All rights reserved. Double-Digit Growth in Mobile Banking US grew from 21% in 2011 to 32% in 2013 “In June 2013, the bank reached a key tipping point with the number of customers using their smartphone or tablet for mobile banking outnumbering those using traditional internet banking for the first time.” ASB, New Zealand 2013 Annual Report Source: Bain/Research Now US NPS surveys, 2012 (n=74,700) and 2011 (n=68,000)
  8. 8. Cisco Confidential 9© 2013-2014 Cisco and/or its affiliates. All rights reserved. The Challenges 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
  9. 9. Cisco Confidential 10© 2013-2014 Cisco and/or its affiliates. All rights reserved. Next-Generation Contact Centers Will Have Several Important Characteristics: • Multichannel • Multiplatform • Multimedia • Social media fluent Next-Generation Contact Centers Source: Forrester Consulting, Next-Generation Contact Centers Must Become Relationship Platforms (February 2011)
  10. 10. Cisco Confidential 11© 2013-2014 Cisco and/or its affiliates. All rights reserved. Agent Interactions Are Becoming More Advanced Longer, More Interactive Calls Calls That Can’t be Scripted Expectation Agent is Knowledgeable
  11. 11. Cisco Confidential 12© 2013-2014 Cisco and/or its affiliates. All rights reserved. Agent Software Evolution  Agents need just-in-time data  Agent tools need to support dynamic work practices  Traditional metrics aren’t as meaningful Tools and Staffing Will Need to Adapt Agent Staffing Evolution  Agents as relationship managers  Agents require a broader set of skills and better training  Agent retention even more important
  12. 12. Cisco Confidential 13© 2013-2014 Cisco and/or its affiliates. All rights reserved. Omnichannel Customer Collaboration
  13. 13. Cisco Confidential 14© 2013-2014 Cisco and/or its affiliates. All rights reserved. Definition of Omnichannel Omnichannel is a B2C strategy taken by an institution to better engage the Customer, enabling an optimal Customer Experience The Customer chooses how they will interact with the institution and on which channel (perhaps using multiple channels for one interaction) Ultimately, customers and business can effectively collaborate and build solid relationships.
  14. 14. Cisco Confidential 15© 2013-2014 Cisco and/or its affiliates. All rights reserved. Omni-Channel Customer Collaboration Contact Center Platforms VIDEO MOBILESOCIAL ADVANCED SOLUTIONS EMAIL, WEB, CHAT
  15. 15. Cisco Confidential 16© 2013-2014 Cisco and/or its affiliates. All rights reserved. Omni-Channel Contact Center Platforms ADVANCED SOLUTIONS VIDEO EMAIL, WEB, CHAT Email Interaction Manger Web Interaction Manger MOBILESOCIAL
  16. 16. Cisco Confidential 17© 2013-2014 Cisco and/or its affiliates. All rights reserved. Email Interaction Manager
  17. 17. Cisco Confidential 18© 2013-2014 Cisco and/or its affiliates. All rights reserved. Web Interaction Manager
  18. 18. Cisco Confidential 19© 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Finesse Integration
  19. 19. Cisco Confidential 20© 2013-2014 Cisco and/or its affiliates. All rights reserved. Omni-Channel Customer Collaboration Contact Center Platforms VIDEO SocialMiner MOBILESOCIAL ADVANCED SOLUTIONS EMAIL, WEB, CHAT
  20. 20. Cisco Confidential 21© 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco SocialMiner Social Media Customer Care Agent Cisco SocialMiner Capture Analyze and Prioritize Communication Workflow Assign Engage Customer
  21. 21. Cisco Confidential 23© 2013-2014 Cisco and/or its affiliates. All rights reserved. Queue Contacts for Experts • Features Easy-to-use web gadget to reserve and dispatch work Pick style work assignment State management for social contacts* • Benefits Scale social media team activities Automated distribution of work improves efficiency and effectiveness of social media engagement Flexible assignment models and approval queues expands participation Classify Contact Queue Assign
  22. 22. Cisco Confidential 24© 2013-2014 Cisco and/or its affiliates. All rights reserved. Omni-Channel Customer Collaboration Contact Center Platforms VIDEO Remote Expert MOBILESOCIAL ADVANCED SOLUTIONS EMAIL, WEB, CHAT
  23. 23. Cisco Confidential 25© 2013-2014 Cisco and/or its affiliates. All rights reserved. Remote Expert Intelligently Routes to First Available and Best Expert • See the message • Video chats with expert • Video chats with expert • Jabber guest • Video chats with expert • Makes the purchase Public Home Branch/Store Video Chat Now! Video Chat Now! You Can Afford that RV! Let us show you how Video Chat Now! Francisco Finance EX90 Kiosk Mobile Immersive
  24. 24. Cisco Confidential 26© 2013-2014 Cisco and/or its affiliates. All rights reserved. Jabber Guest Browser Experience • Video Point-to-point video via Plugin (H.264 AVC) Point to video conference • Mid-call control Keypad Mute audio or video Full-screen Camera or audio device selection Self-view • Call control – WebRTC Standard (ROAP) • Media Browser plug-in (desktop web) Future – WebRTC for media User Experience
  25. 25. Cisco Confidential 27© 2013-2014 Cisco and/or its affiliates. All rights reserved. Omni-Channel Customer Collaboration Contact Center Platforms VIDEO MOBILESOCIAL Agent Request ADVANCED SOLUTIONS EMAIL, WEB, CHAT
  26. 26. Cisco Confidential 28© 2013-2014 Cisco and/or its affiliates. All rights reserved. Agent Request API New in Contact Center Enterprise 10.0 1. Customer uses app for self-service unsuccessfully 2. Live agent support request with data 3. Contextual customer data analysis 4. Best agent identified 5. Callback offered in app REST API on UCCE Platform Precision Routing Work Assignment Finesse Desktop Agent Controls With Customer Context
  27. 27. Cisco Confidential 29© 2013-2014 Cisco and/or its affiliates. All rights reserved. Omni-Channel Customer Collaboration Contact Center Platforms VIDEO Mobile Advisor MOBILESOCIAL ADVANCED SOLUTIONS EMAIL, WEB, CHAT
  28. 28. Cisco Confidential 30© 2013-2014 Cisco and/or its affiliates. All rights reserved. Mobile Advisor Live Assist Experience LIVE ASSIST USE CASE Agent Receives Context on User and Screen Share Simple and Efficient Real-Time Assistance Voice/Video Overlay Immediately One Click to Access Live Assist Customer Browses Website or Mobile App Agent Co-Browses, Pushes Content, and Annotates to Assist Agent Resolves Issues and User is Educated; Session is Tagged
  29. 29. Cisco Confidential 31© 2013-2014 Cisco and/or its affiliates. All rights reserved. Share and Jointly Control Screen (Co-Browse) Draw and Annotate to Educate Capture User Context (Profile, Online Activity) Live Assist Agent View Integration With CC/UC Infrastructure and SIP Endpoints Content Push (Docs, Links, Videos, Apps, Visual IVR) Session Teaching for Audit and Search Voice or Video Chat with Movable Window
  30. 30. Cisco Confidential 32© 2013-2014 Cisco and/or its affiliates. All rights reserved. Omni-Channel Customer Collaboration Contact Center Platforms MOBILE VIDEO SOCIAL Email Interaction Manger Web Interaction Manger SocialMiner Remote Expert Agent Request Mobile Advisor ADVANCED SOLUTIONS EMAIL, WEB, CHAT
  31. 31. Cisco Confidential 33© 2013-2014 Cisco and/or its affiliates. All rights reserved. Omni-Channel Reporting within Unified Intelligence Centre
  32. 32. Cisco Confidential 34© 2013-2014 Cisco and/or its affiliates. All rights reserved. Summary
  33. 33. Cisco Confidential 35© 2013-2014 Cisco and/or its affiliates. All rights reserved. Customer Experience Discover Who can BEST fulfill my need? Brand, Advertising, Social Networks, NPS EnterWhere am I and how do I connect? MULTICHANNEL– is the channel available for the customer Engage OMNICHANNEL – customer ability to seamlessly switch / add channels Can I get what I want the way I want to? Exit Did I get what I wanted? Did we effectively upsell / cross sell / improve the customer relationship? Reflect Omnianalyitics – capture data and apply to current interactions Did my perception of the brand improve? Institution
  34. 34. Cisco Confidential 36© 2013-2014 Cisco and/or its affiliates. All rights reserved. At any time, in any location, and on any device Take care of your customers… Omnichannel
  35. 35. THANK YOU

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