Vocera Customer Stories: Improving Communication and Collaboration
Customer Collaboration
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Transcript of Customer Collaboration
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1Cisco Confidential 1C97-710773-01 © 2012 Cisco and/or its affiliates. All rights reserved.
Eric van Sommeren
Regional Sales Manager
Customer Collaboration Sales
Customer Collaboration
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Three Waves of Customer Interaction
Breaking the barriers of your Contact Center
Customer Collaboration differentiates your company
Proof points of Success
Topics
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“Customer interaction is entering it’s third wave and this time it’s all about the experience.”
John Chambers CEO Cisco
Wave 2:Relationship
Wave 1:Cost
Wave 3:Experience
Waves of Innovation in Customer Care
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from a Place
to a System
to an Enterprise Service
Cost Relationship Experience
Operations +Marketing +Branch+Retail+Value Chain
Average Hold TimeAverage Speed to Answer OccupancyCost per call
Wallet ShareCustomer SatisfactionClosure RatesLead Conversion
Net Promoter ScoreFirst Contact ResolutionCycle Time
STRATEGY
MANAGEMENTMODEL
METRICS
The Contact Center Evolves...
ROI
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Intelligent routing
Computer telephony integration (CTI)
Integrated customer analytics
Customer relationship management (CRM)
Portals
Relationship
Call centers 800 service
Schedule and forecasting
Interactive voice response (IVR)
Cloud Virtual servers/desktopsReporting
Workforce optimization (WFO) Analytics
Cost
Social mining
Social CRM integration
Proactive contact
Crowdsourcing Video
Experience
1980s 1990s 2000s 2010+
Waves Are Continuous and Cumulative
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Breaking down the barriers
Collaboration Services
Infrastructure Services
CTI
IVR
MultiChannel
WFO ACD
ACD
CTI
IVR WFO
MultiChannel
Application Layer
RoutingAgent
SelectionIB/OBVoice
Video
CTI
RecordingSessionMgmt
VoicePortal
Gateways SecurityBorderlessNetworking
QoS
CRM
Social
Mobile
BPM
WFO
Web
Dynamically NetworkedWalled Garden Distributed
Big Iron Appliances Distributed Systems Applications and Platforms
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Yesterday’s solutions aren’t enough. Customers want to be taken care of...
at any time, in any location, and on any device.
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The Customer Collaboration Experience
Virtual experts and branch/retail kiosks
Smartphone will significantly impact Customer Care
Contact Center shared services models, Cloud, Server and desktop virtualization economics
Brand protection, lead generation and customer service
Mobile
Visual
Social
Virtual
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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
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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
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Encourage Care for Social
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.
30%• 70% of businesses ignore complaints on Twitter
• 83% of people who complained on Twitter liked or loved a response by the company
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Visualize Customer Experience
Across any Device, any Channel and any Branch
Life-like, in-person video collaboration
Remote Expert/Kiosk
3G/4G/WiFi Access
Mobile Phone
Browser-based applications
Internet Browser
Commonly used clients
IM Client
Video broadcast to desktop PCs
On Demand
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Virtualize to Optimize
Flexibility and Business Continuity Data Security Total Cost of Ownership
Fragmented Solution Set Return on Investment
Desktop Virtualization Drivers
Desktop Virtualization Challenges
Maintaining High Quality for Video, Voice Experience
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Combining Traditional Tools
Web 2.0Agent Desktop
VirtualContact Center
Routing & Reporting
Social MediaCustomer Care
SpeechSelf-Service
Multi-MediaCapture & Storage
UC Integration/Mobility
Video-EnabledCustomer CareMultichannel / CRM
Customer Collaboration
with the Power of the Future
Moving to True Customer Collaboration
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• 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
Productivity Innovation Growth
Business Value of Collaboration
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15,000+ Leading brands have put their trust in Cisco Customer Collaboration
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WAVE 2
Customer Relationship
WAVE 3
Complete Experience
WAVE 1
Cost and Efficiency
How Cisco helps our customers navigate across the Three Waves
Technology Imperatives Cisco Solution Sets
Site virtualization Cisco® Unified CCE and CCX, Unified Mobile Agent
Desktop/server virtualization Cisco VXI, Cisco UCS®
SIP trunking Cisco Unified Border Element/Unified SIP Proxy
Cradle to grave reporting Cisco Unified Intelligence Center
Intelligent routing/universal queue/channel integration Cisco Unified CCE, CCX
Web/IVR integration Cisco Customer Voice Portal
Universal view of customer, cradle to grave reporting Cisco Unified Intelligence Center
Social CRM Cisco SocialMiner™, Finesse™ Desktop
Video Cisco Show and Share®, TelePresence®, WebEx®
Proactive care SIP outbound dialer, collaboration-enabled business transformation (CEBT)
Enterprise social/collaboration Cisco Webex Social, Finesse Desktop, WebEx
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• 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
Let Cisco Customer Collaboration Help You to:
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Cisco Customer Collaboration
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