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Cloud Customer Care

Explore how the Spark Care Assistant platform revolutionizes customer support through expert assistance, automation, and seamless interactions. Learn how to utilize this technology for personalized care and quick issue resolutions.

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Cloud Customer Care

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  1. The slides on Spark Care Assistant that follow were extracted from a longer presentation on Cloud Customer Care given at Cisco Live 2016 Cloud Customer Care Carmen Logue, Product ManagerBrent Rindal, Product ManagerGary Olmsted, BU UX/UI Architect BRKCCT-1009  

  2. Care Challenge ? How do I get what I need? BRKCCT-1009  

  3. Care Scenarios BRKCCT-1009  

  4. Care Offers with the Spark Platform Care Assistant Hunt Group Auto Attendant Spark Call Message BRKCCT-1009   BRKCCT-1009  

  5. Care Assistant Need Help Teams of Experts in Spark Rooms New “bot” for care Expert Assistance Self administered Spark feature Team Care BRKCCT-1009  

  6. Care Assistant for Internal Questions 1. Invite “CareAssistant” to designate as an expert room 2. Invite “CareAssistant” to a new 1:1 room 3. “I can’t find my CiscoLive Travel info. Can someone help?” Care Assistant 4. Can someone help? • 5. “I can” Individual Spark user Travel SupportSpark Room 6. New roomset up For personalized assistance BRKCCT-1009  

  7. Use Case: New Technology Assistance • Supplements web sites and automation with personalized care • Pairs an expert with a novice to help them over the learning curve • Perpetual or Singular Interactions • Conversational BRKCCT-1009  

  8. Use Case: Access to Corporate Human Knowledge • Embed Spark in Cisco CC desktop • Replaces those paper contact lists taped to agents’ monitors! • Experts don’t need to be “logged on” and share the load in a Spark room • Agents don’t have to know name and email address of experts to get answers • Improves First Call Resolution BRKCCT-1009  

  9. Use Care Assistant this Week • The Virtual Meet the Expert(MTE) • Instructions • Invite virtualMTE@outlook.com to a one-on-one room • Set up a Virtual Meet-the-Expert session by typing “MTE: <area of questions>” • For example: • MTE: Precision Routing • MTE: CVP Studio • MTE: Finesse customization • Depending on time of the request, it may take up to 24 hours to get a match • This will be available only through CiscoLive week! Care Assistant BRKCCT-1009  

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