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Customer Collaboration EMEAR Partner Sales Summit 2013

Customer Collaboration EMEAR Partner Sales Summit 2013. Chris Botting. Ross Daniels. Senior Director, Collaboration Business Applications BU @cbott83. Director, Customer Collaboration Marketing @rdaniels1999. March 7, 2013. Disclaimer.

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Customer Collaboration EMEAR Partner Sales Summit 2013

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  1. Customer Collaboration EMEAR Partner Sales Summit 2013 Chris Botting Ross Daniels Senior Director, Collaboration Business Applications BU@cbott83 Director, Customer Collaboration Marketing@rdaniels1999 March 7, 2013

  2. Disclaimer The Cisco products, services or features identified in this document may not yet be available or may not be available in all areas and may be subject to change without notice. Consult your local Cisco business contact for information on the products or services available in your area. You can find additional information via Cisco’s World Wide Web server at http://www.cisco.com. Actual performance and environmental costs of Cisco products will vary depending on individual customer configurations and conditions.

  3. Thank You!

  4. Market Landscape – December 2012

  5. Market Landscape – March 2013

  6. Press Coverage

  7. Cisco Customer Collaboration Contact Center Results #2 ACD Share #1 in IVR 29.3% 41.2% 2011 2011 Gained 4 points y/y Closed Gap with Avaya by 33 points since ‘07 Opened 25 point gap over Genesys, Avaya Source: Gartner Source: Tern Systems Quality Awards 4.33 2012 CRM Service Award Winner - IVR FY12 2012 CRM Service Award Leader – CC Infrastructure Customer Satisfaction Cisco Confidential

  8. Faster to Yes

  9. Evolving Leadership

  10. Engineering, Innovation and Leadership Social Brand protection, lead generation and customer service Mobile Smartphone will significantly impact Customer Care Virtual Contact Center shared services models, Cloud, Server and desktop virtualization economics . Visual Virtual experts and branch/retail kiosks Together We are Leading the Way

  11. Dreamers Have Wishes…Winners Have Plans

  12. 5 4 3 2 1 Product Entry Points Winning Pays Foundational Capabilities Cross Portfolio Solutions Market Leadership

  13. Farm installed base • Nearly 75% of existing CUCM customers use other vendor’s CC • CC Refresh Cycle creates large sales opportunity • Upgrading customers to UC and CC 9.0 keeps Microsoft out • Industry Average attach rate is 60% PBX to CC 5 Winning Pays $3,611M Communications Manager Installed Base 30% Attach Rate - $100M Incremental $856M $755MCC 26% Attach

  14. Increase attach rate to new UC deals • 88% of all new CUCM sales do not contain UCCX • Nearly all UC opportunities have a help desk, HR dept and/or inside sales desk needs • Contact Center is key differentiator for CiscovsMicrosoft • No reason to leave money on the table! 5 Winning Pays $544M Communications Manager New Sales 20% Attach Rate - $42M Incremental $104M $62MCC 12% Attach

  15. Attack the Avaya installed base • Continued vulnerability, poor customer sentiment • Executive departures, layoffs • We are winning head to head • Express and BE6K in mid-market • Drive Packaged CCE traction and momentum 5 Winning Pays

  16. Migrate the ICM Base • ICM to CCE Conversions 2001 through 2011  • 1 5 • ICM to CCE Conversions 2011 and 2012  • 20 Winning Pays • 40,000 CCE Premium seats converted , with required UCSS • Services opportunity • Phones/UC opportunity • Network upgrade opportunity • Data center/UCS opportunity • Leverage Accelerate to Collaborate promotion

  17. Expand the Deal Size NOW! • Include Cisco and Solutions+ Applications in Contact Center Deals • Speech • Speech Recognition • Call Steering • Password Reset • Auto Attendant • CRM Adapters 5 Winning Pays • Multichannel • Email Interaction • Web Interaction • QM/WFM • Analytics • Outbound/Campaign Apps

  18. 5 4 3 2 1 Product Entry Points Winning Pays Foundational Capabilities Cross Portfolio Solutions Market Leadership

  19. Packaged Contact Center Enterprise • Focus on the 80, not the 20 • Book easy(ier) Avaya take-outs, counter I3 in certain deals • Reduce likelihood of complications/obstacles • Shift balance from “cost” services (installation/maintenance) to business relevant “value” services(self-service, desktop customization, reporting) 4 Product Entry Points

  20. Packaged CCE- 360° Success Delivery Air Cover • Release 9.0 FCS – July 2012 • Single Box Deployment • ‘PC Refresh’ like Install • Bundled Price Advantage • Simplified Web Administration • Easy to Deploy and Manage Cisco contact center competitors beware--there's no time for a nap. Cisco may have created a mid-market contact center solution that is just right. Sheila McGee-Smith McGee-Smith Analytics 4 Product Entry Points Opportunity Success • 37 Packaged CCE deals sold • Simple inbound contact centers - hospitals, universities, insurance • 50-1000 seats • Replaced Avaya in several deals • 20% of Enterprise mix • Six customer deployments live! • 3 weeks total deployment time • 2-3 months deal cycle • Partner feedback: “smooth sailing, client is really happy!” • Customer feedback: “we think it’s pretty sweet”

  21. Unified Contact Center Express • Position Contact Center with every Cisco Collaboration opportunity – external and internal (HR, help desk) 4 • Sell the competitive value of CCX • Simple yet feature-rich • Single box (same box for BE6k), well-integrated • Multi-channel: voice (inbound, outbound), chat and email • Brand new reporting tool with extensive customization options • CCX with every BE6K opportunity • Leverage Collaboration Breakaway Plus; soon TBA mid-market promo • Use the one-button promo bundles to offer CCX • Upsell CCX installed base (10k customers) - UCSS, WFO, MediaSense, SocialMiner, Video • Consider service opportunities • Custom reporting • IVR self-service apps • Soon to come: APIs for outbound, config, desktop gadget development/integration Product Entry Points

  22. High Touch Segment – Unified Contact Center Enterprise • Sell solutions & Platform Architecture, not science projects • Balanced Sales Strategy of Collaboration Portfolio and Top Notch Contact Center Solution • Position Cisco as “business partner” and “long term” winner in the contact center market • Highlight market share results, analyst cautions, installed base • Innovation: Mobile, Social, Visual, Virtual 4 Product Entry Points

  23. MediaSenseCompliance Quality Monitoring Speech Analytics HD Video • Quality monitoring • Screen recording • E-learning/coaching • Workforce management • Speech analytics/mining • Multisite management • Long-term archiving • Access policy Fully Integrated Recording Solutions Industry-Leading Partners MediaSenseplatform Essential Recording 4 Applications Product Entry Points Cisco® MediaSense Web 2.0 APIs SIP standards Cisco MediaSense Services • Audio and video capture • Playback and live streaming • Media and metadata storage • Native high availability • Virtualization/Cisco UCS® data center Cisco Network Infrastructure Cisco Enhanced NetworkSupport for Active Recording and Monitoring Network CUBE

  24. 5 4 3 2 1 ProductEntryPoints Winning Pays Foundational Capabilities Cross Portfolio Solutions Market Leadership

  25. Simplification Ordering/Quoting • Consolidated Agent and IVR skus for Packaged • BE6k bundles for Contact Center Express • Eliminated need to select CCE agent options (CAD, CTI OS, Finesse) Design • Spec-based support for portfolio virtualization (CCE coming within 6 months) • Deployment • Golden Template process for Packaged CCE • Contact Center Express “Zero to Agent” in 6 minutes or less • Sales Support • Simple Global Demo platform will be announced at this event! • Single Page Product resource guides on Partner Community 3 Foundational Capabilities

  26. Architecture Evolution Puts Cisco in the Lead Position Applications and Platforms Big Iron Appliances Distributed Systems Application Layer 3 CTI CRM Mobile WFO IVR WFO Social BPM Web Foundational Capabilities ACD WFO Multi Channel CTI Collaboration Services Multi Channel ACD Routing Agent Selection IB/OB Voice CTI IVR Recording Speech Video Voice Portal Infrastructure Services Gateways Security Borderless Networking QOS Walled Garden Distributed Dynamically Networked

  27. Partner EnablementGlobal Focus on the Lifecycle for our Partners - from Selling to Operational Excellence • Sales / Marketing Focusand Training • Programs: • UCCE & CVP ATP - 9.0 Update • HCS for CC • FY13 Events: • Sales Summits – Americas, EMEAR, APJC • All Aboard Express VI Sales/Marketing Partner Programs 3 Foundational Capabilities • Technical Focus: • Design Skills • Deployment Skills (Green Field / Upgrade) • Troubleshooting Scripting Best Practices • Hands on Lab • FY13 Events: • Technical Summits - Americas, EMEAR, APJC Technology

  28. CONFIDENTIAL - SHARED UNDER NON-DISCLOSURE Demonstration

  29. 5 4 3 2 1 ProductEntryPoints Winning Pays Foundational Capabilities Cross Portfolio Solutions Market Leadership

  30. Cisco Remote Expert at a Glance UC, Presence Management and Contact Center Intelligent Routing OMNI-CHANNEL CUSTOMER INTERACTION EXPERT RESOURCES (Mtg, SMB, Wealth Mgmt, etc.) Branch/Store Video Conference 2 Regional Centers Click to Collaborate Phone/Mobile Banking Cross Portfolio Solutions Digital Communications Recording Branch Banker Click to Chat In Person Combined Customer Profile Databases Mobile Banker Web Video Conference Kiosk Video Conference Outside Resource Branch/Store TelePresence Conference Multipoint TelePresence Conference Collaboration Technology

  31. Hosted Collaboration Solution – Contact Center PSTN 3G/4G Mobility Network HCS Apps HCS Apps HCS Apps 2 VMWare ESXi Server Hosted Private Cloud Cross Portfolio Solutions CC on UCS CC on UCS CC on UCS CC on UCS HCSManagement HCS CC PARTNER CLOUD Customer 1 Customer 2 Customer 3 Customer 4 Customer 5 Large Enterprise On Premises Pure Hosted Hybrid Hosted Private Network REMOTE MANAGED

  32. 5 4 3 2 1 Market Leadership Winning Pays ProductEntryPoints Foundational Capabilities Cross Portfolio Solutions

  33. Out of Market and SinkingServices, Cloud and Mid-Market Only Exit Options

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