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Customer Collaboration

Customer Collaboration. Eric van Sommeren Regional Sales Manager Customer Collaboration Sales sommeren@cisco.com. Topics. Three Waves of Customer Interaction Breaking the barriers of your Contact Center Customer Collaboration differentiates your company Proof points of Success.

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Customer Collaboration

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  1. Customer Collaboration Eric van Sommeren Regional Sales Manager Customer Collaboration Sales sommeren@cisco.com

  2. Topics Three Waves of Customer InteractionBreaking the barriers of your Contact CenterCustomer Collaboration differentiates your company Proof points of Success

  3. Waves of Innovation in Customer Care Wave 3: Experience Wave 2: Relationship Wave 1: Cost “Customer interaction is entering it’s third wave and this time it’s all about the experience.” John Chambers CEO Cisco

  4. The Contact Center Evolves... STRATEGY MANAGEMENT MODEL METRICS ROI

  5. Waves Are Continuous and Cumulative Wave 3:Experience Experience Social mining Proactive contact Video Social CRM integration Crowdsourcing Relationship Cost Computer telephony integration (CTI) Customer relationship management (CRM) Call centers 800 service Interactive voice response (IVR) Workforce optimization (WFO) Analytics Portals Integrated customer analytics Intelligent routing Reporting Schedule and forecasting Cloud Virtual servers/desktops 2010+ 1990s 2000s 1980s

  6. Breaking down the barriers Big Iron Appliances Distributed Systems Applications and Platforms Application Layer CTI CRM Mobile WFO IVR WFO Social BPM Web ACD WFO Multi Channel CTI Collaboration Services Multi Channel ACD Routing Agent Selection IB/OB Voice CTI IVR Recording Session Mgmt Video Voice Portal Infrastructure Services Gateways Security Borderless Networking QoS Walled Garden Dynamically Networked Distributed

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

  8. The Customer Collaboration Experience Smartphone will significantly impact Customer Care Brand protection, lead generation and customer service Mobile Social Virtual experts and branch/retail kiosks Visual Contact Center shared services models, Cloud, Server and desktop virtualization economics Virtual

  9. Embrace Mobilization of Your Customers \\ \\ \\ \\ MOBILITY SMARTPHONES MOBILE VIDEO 80% of people in the world own a mobile phone 40% of US mobile phones are smartphones 56% of smartphone users watch videos 30% of mobile users live in India or China Two thirds of users 25-24 own a smartphone 71% of the world’s mobile data traffic will be video in 2016

  10. Support Mobilization of Your Workforce 2011 2012 2013 50% of computing devices are smartphones or tablets 73% of enterprise workers are mobile 80% of businesses support their workforce with tablets

  11. Encourage Care for Social 30% • 70% of businesses ignore complaints on Twitter • 83% of people who complained on Twitter liked or loved a response by the company Business-to-business marketers are spending millions of dollars annually on social-marketing programs, though nearly 30% are not tracking the impact of social-media programs on lead generation and sales.

  12. Visualize Customer Experience Remote Expert/Kiosk Mobile Phone Internet Browser IM Client On Demand Life-like, in-person video collaboration 3G/4G/WiFi Access Browser-based applications Commonly used clients Video broadcast to desktop PCs Across any Device, any Channel and any Branch

  13. Virtualize to Optimize Desktop Virtualization Drivers Flexibility and Business Continuity Data Security Total Cost of Ownership Desktop Virtualization Challenges Maintaining High Quality for Video, Voice Experience Fragmented Solution Set Return on Investment

  14. Moving to True Customer Collaboration with the Power of the Future Combining Traditional Tools Social Media Customer Care SpeechSelf-Service VirtualContact Center Routing & Reporting Multi-MediaCapture & Storage Customer Collaboration Web 2.0 Agent Desktop VIRTUALIZATION UCIntegration/ Mobility Video-EnabledCustomer Care Multichannel / CRM

  15. Business Value of Collaboration Productivity Innovation Growth • Productive and accessible mobile workers • Effective virtual teams • Interactive and engaged employees • Strategically aligned organization • Flexible and innovative working options • Satisfied and loyal customers • New and innovative IT models

  16. 15,000+ Leading brands have put their trust in Cisco Customer Collaboration

  17. How Cisco helps our customers navigate across the Three Waves WAVE 3 Complete Experience WAVE 2 Customer Relationship WAVE 1 Cost and Efficiency Technology Imperatives Cisco Solution Sets

  18. Let Cisco Customer Collaboration Help You to: • Navigate market transitions, such associal media, proactive care, and analytics • Align with customer care business strategies: cost management, customer relationships, complete care experience • Complement investments in Cisco’s collaboration portfolio for enhanced experiences and accelerated ROI

  19. More Information Visit us and Experience Cisco Customer Collaboration www.cisco.com/go/cc

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