Cloud Customer Care - Cisco€¦ · The transition to cloud is underway 1Frost & Sullivan...

Cloud Customer CareCisco Customer Journey Platform (CJP)

Rafal Malczewski

Consulting Systems Engineer

Cisco

Agenda

• Customer Journey Solutions Portfolio Overview

• Strategic Theme: Journey Data and Intelligence Hub

• Customer Journey Platform

• Capabilities

• CJP Analytics

• CJP Add-Ons

• CJP Architecture Overview

• Q&A

© 2019 Cisco and/or its affiliates. All rights reserved.

Customer JourneySolutions Portfolio

Overview

The transition to cloud is underway

1Frost & Sullivan Viewpoints: Taking the Pulse of the Enterprise Communications Platforms & Endpoints Market, March 20162BroadSoft Q4 2017 survey of 1,005 IT decision makers from 7 countries

69% 31% 74%

On-premises-based

communication

systems1

Phone service over

the Internet from

a third-party provider1

IT buyers will choose

a cloud provider in

the next 24 months2

Forecast 2019 CAGR for On-Premise Telephony is -11%, Cloud-Based Telephony is +19%


It’s a journey

"By 2020 customers are going to make their buying decisions based on customer experience-not product, not price."

Gartner


Cisco Customer Journey Solutions at secure global scale

Customer self-service

Intelligent routing

Real-time agent help

Actionable business insights

Intelligent network

Intelligencethroughout

Cisco full stack portfolio integrationCollaboration | Flex pricing | Networking | Security | Intelligence

Data-driven and intelligent

Global cloud footprint

Unified and open platform

Graceful cloud migrationHybrid cloud services | Common user experiences


Cloud Innovation For All

Cloud

Hybrid

Premises Contact Center Express Contact Center Enterprise

Hosted Collaboration Service

for Contact CenterCustomer Journey Platform

Customer Context | AI | Messaging | AnalyticsCloud Services


Graceful Cloud Migration Strategies

Common agent desktop

Routing overflow to cloudCommon data repository

Common reporting & analytics


Strategic Theme: Journey Data

and IntelligenceHub

Datais the oil of the

21st century


Social media

Future channels

Voice

Chat

Email

Reactive*

Contextual

Suggestive

Predictive

Data

Customer journey

Social media

Future channels

Voice

Chat

Email

The Evolution of Customer CareBetter Customer Journeys = Better Business Outcomes


Intelligence in every step…

Data-driven Intelligence

Customer self-service

Intelligent routing

Real-time agent help

Actionable business insights

Intelligent Network


Contact Center

Express

Contact Center

Enterprise

Customer Journey

Platform

Journey Data

Platform

BRKCCT-1511


Personalized

customer journeys

Universal data

connectors

Advanced analytics

and reporting

Actionable insights

and intelligence

Journey Data

Platform

BRKCCT-1511


Journey Intelligence Hub

Customer

Communication

Google, Microsoft, IBM, Amazon

AI/ML Data hub

Third Party

Internal

AutomationTreatment

and Routing

Agent

Assistance

Insights

Interaction History

Recordings

CRM

Knowledge Base

Data

Sources

Text

Social

Call

Email

BRKCCT-1511


Customer JourneyPlatform

Where we came from?

Cisco SparkCare

BroadSoft CC-ONE

CJP

BRKCCT-1511


Customer Journey Platform

Contact

Center


Consistent UI across voice, email, and chat channels

Current interaction

Contact and interaction history

Agent activity

Controls


Cloud infrastructure

Data services and Analytics

Tenant management

Integration services

Media services

Core services

Customer experiences

Customer Journey Platform Services

APIs Partners


CJP Terminology

Enterprise Customer

Site 1 Site 2 Site 3

Tenant

Physical CC Location

Team 1 Team 2 Team 3

Group of Agents

Agent

Agent

Agent


Entry Point

Queue Team Agent

…

Routing Strategy 2Schedule 2Call Control Script 2

Routing Strategy 3Schedule 3Call Control Script 3

Routing Strategy 1Schedule 1

Call Control Script 1

CJP Terminology


CJP Terminology

Entry PointTeam Agent

Queue

Routing TypeLongest AvailableSkill Based

Call DistributionTeam 1

BRKCCT-1511

Skill Profile


Customer Journey Platform editionsEnterprise-class solutions for the midmarket

Standard

• Global voice Automatic Call Distribution (ACD) queuing and distribution

• Agent presence and state management

• Call recording

• Skills-based routing

• ACD reporting and analytics, predictive routing

• Touch-tone IVR

• Agent web-based desktop application with screen pop, productized CRM integrations

• Basic outbound

• Voice and web callback

Premium

• Omnichannel contact center manages voice, chat, and email interactions

• Supervisor privileges (monitoring, barge-in and coaching of all agents)

• Advanced outbound

Options

• Speech-enabled IVR

• Outbound campaigns

• Workforce optimization: Workforce management; quality management; voice and desktop analytics

Contact Center


CJP Analytics

Powerful analytics


Reasons why you should be using cross-system customer engagement analytics in your contact center

of call centers are using 7 or more systems to interact with customers*

60%

*Aberdeen

Over

EmailVoice CRM

IVRChatWebSurveys


Reasons why you should be using cross-system customer engagement analytics in your contact center

TOP 3The

routing strategiesused by companies do not take

into account the demonstrated

skill sets or past performance of

agents*

NextAvailable

VS

MostIdle

Round Robin

* Contact Center Pipeline


Reasons you should be using cross-system customer engagement analytics in your contact center

TOP 3Here are

the

Benefits

* Contact Center Pipeline

Analytics-driven organizations

cite over 6 benefits63%

57%

51%

Improves customer experience

Improves customer

service strategy

Improves outcomes of

customer interactions


Contact center data in silos

Creates challenges for performance analytics• Lack of standards and consistency

• Every environment is different

• Data is at different levels

• Events

• Transactions

• Interactions

Contact managementAutomatic Call Distribution

(ACD)

• Voice/telephony

• Agent desktop

• Email

• Chat

• Social

• Mobile

Agent managementWorkforce Optimization

(WFO)

• Quality management

• Workforce management

• Interaction analytics

• Speech

• Text

• Social

Customer managementCustomer Relationship Management

(CRM)

• Agent desktop

• Knowledge base

• Email

• Chat

• Social

• Mobile


Analytics on unified data silos

Contact

management

Agentmanagement

Customer management

Information

Insight

Intelligence

Improvement

Collect and Connect

Segment and Profile

Predict and Validate

Recommend and Improve


Turn data into information

Collect and connect your data from multiple contact center applications to create the analytics repository

Analyze the information for insights

Segment and profile data in the repository to analyze correlations that affect performance using theCustomer Journey Analyzer

Transform insights into actionable intelligence

Predict and validate customer propensity and agent ability scores and ranks

Automate intelligence for real-time improvement

Recommend and improve contact center performance in real time using the automated business rules engine

Analytics process


Customer Engagement Analytics performance lifecycleClosed-loop system for actionable intelligence

Information

Analytics repository

Customer interaction

records

Agentactivityrecords

Collect and Connect

Descriptive and Exploratory

analytics

Analyze

Segmentation

Profiling

Visualization

Insights

CRM

ACD

IVR

Email

Chat

Social

Interactions

Predictive and Prescriptive

analytics

Advise

Scoring

Validation

Simulation

Intelligence

Next best action

Recommend

Queue

Agent

Resolution

Offer

Improvements

CRM

ACD

IVR

Email

Chat

Social

Data Sources


CJP Add-Ons

CJP Add-Ons

• WFO

• QM

• WFM

• WFO Analytics

• WFO Transcription

• Outbound

• Outbound dialer

• Campaign Management

• Speech IVR

• Additional Storage


Customer Journey Platform WFO SuiteThree powerful capabilities in one unified suite

• Schedule staff and manage adherence to schedules––

• Forecast trends to prevent over-or understaffing

Workforce Management Quality Management WFO Analytics

• Measure agent efficiency and performance through tailored evaluation forms––

• Boost morale via gamification, agent self-assessment

• Analyze speech and desktop actions to gain insights––

• Correlate agent performance to NPS scores

360-degree customer journey view via Analyzer


Customer Journey Platform WFO feature set

• Forecast and schedule• Historical and real time• Dynamic scheduling • Intraday dynamic scheduling• Automated requests • Gamification • Strategic planning• Vacation planning

Workforce Management Quality Management WFO AnalyticsSpeech | Desktop

• Gamification• Quality evaluation• Evaluation queue• Pinpoint evaluation commenting• Screen recording (roadmap)

• Targeted QM• Escalation management• Improved sales• Customer retention• Compliance• Marketing effectiveness• Brand impact• Predictive Net Promoter Score• Predictive call scoring• Agent smart benchmarking

360-degree customer journey view via AnalyzerMerges WFO data and insights with ACD, IVR, and CRM data in Analyzer


Outbound Campaign Suite

• Call list segmentation

• Prioritization

• Data modeling

• Agent selection

• Preview

• Progressive

• Multi-skilling of agents

• Multi-phonecontact strategy

• Campaign chaining

• Statutory compliance

• Do-not-call lists

• State/time zone-specific calling windows

Campaign runtime

ComplianceTelephony

dialing modes

List management

Contact lifecycle management


IVR options: Touch-tone and speech-enabledKey features

Cisco® Customer Journey Platform contact center

Analyzer

Speech-enabled IVR adds more self-service capabilities to the Touch-Tone IVR

Quick-start IVR applications and integrations

Multilingual speech recognition (ASR)

Multilingual Text-to-Speech (TTS)

Speech-enabled IVR enhancements

Touch-Tone IVR

Drag-and-drop call flow editor

Touch-Tone IVR menus Call routing API integration nodes


CJP Architecture Overview

Voice POPs and Application Centers

• Architectural separation of media from application

• Media is handled by VPOPs and stays in the VPOPs, Application functionality is handled by the Application Center

VPOP

VPOP

Application Center

Application Center

EnterpriseContact Centers

Data handling and storage

Voice media handling

VPOP

PSTN

Callers


CJP Call Delivery Options: On-Prem Call Control

VPOP

VPOP

Application Center

Application Center

PSTN

EnterpriseContact Center

Callers

On-prem UCM or 3rd

party PBX


CJP Call Delivery Options: BroadWorks Partner

VPOP

VPOP

Application Center

Application Center

PSTN PSTN

BroadWorks Service

ProviderEnterprise

Contact Center

Callers


CJP Call Delivery Options: Cisco Cloud Calling

VPOP

VPOP

Application Center

Application Center

PSTN PSTNBroadCloud

EnterpriseContact Center

Callers


Спасибо за внимание!

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Cloud Customer Care - Cisco€¦ · The transition to cloud is underway 1Frost & Sullivan...

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Transcript of Cloud Customer Care - Cisco€¦ · The transition to cloud is underway 1Frost & Sullivan...