Integration of Cisco Contact Center in to CRMs. Jens Faulhaber, Bucher+Suter

Transcription

1 Integration of Cisco Contact Center in to CRMs Jens Faulhaber, Bucher+Suter

2 Agenda Introduction to Bucher-Suter Business relevance of CRM integration Integration Cisco CC solutions into different CRM`s Example Salesforce Example MS Dynamics CRM Case Studys CRM Integration of an insurance company CRM Integration of governmental agency CRM Integration of an bank

3 Bucher + Suter Inc. 100% Cisco focused integrator 30 years in business 90+ employees worldwide Awarded Cisco Partner of the year several years in a row (latest 2014) Product development based in Switzerland Product sales team based in CH and US Core product focus is CRM integration to CCE and CCX Exclusive Solutions Plus vendor to Cisco for CRM connectors Bucher + Suter AG Arastrasse Worblaufen Switzerland Bucher + Suter AG Donnersbergstr Heppenheim Germany Bucher + Suter Inc 60 State Street Boston MA. USA

4 b+s CRM Integration Solutions Mapping to Cisco Contact Center Salesforce Salesforce Avalog MS Dynamics Cisco UCCE Cisco UCCX RightNow SAP Siebel MS Dynamics Unified Communications CUCM IM & P Salesforce

5 Customer Centricity Creating a positive consumer experience at the point of sale and post-sale. A customer-centric approach can add value to a company by enabling it to differentiate itself from competitors who do not offer the same experience

6 Customer Centricity Degree Modell Financial Data: offers, billing, orders, cost allocation, fees Customer Database: All account data and contract data of a customer Marketing Data: campaigns promotions Customer Data Analysis Layer Customer Service: All communications between Customer and the organisation, e.g. Calls, e- mails, chat, social media

7 Customer Centricity & Customer Service Data management vs resource allocation Log/store all customer account related communication in the CRM: Direct communications with the customer on all organisational units conversations Sales and Service Calls Website Activity / Chat Other correspondence Enterprise Resource Allocation at CC Level: Omi-channel allocation & routing Voice Mail Chat Video Social Efficient workforce planning/staffing Universal Queuing & Reporting (CC Level)

8 Cisco CCE/CCX Integration into Salesforce

9 Cisco CCE/CCX Integration into MS Dynamics Voice Channel

10 CRM User / Agent CRM (cloud or on premises) Voice Channel - No additional servers required Case Routing Channel b+s Connects Package b+s Routing Adapter Cisco Finesse b+s Connects Agent Gadget b+s Agent Adapter b+s MCAL Cisco UCCE / PCCE

11 Case Study CRM Integration for half private/governmental institute Background: HR department of Swiss half private/government owned institute with overall 60 k employees. HR agents have 1:1 relationship with employees based on location. Issue the governmental institute was facing: Calls got to HR agents were distributed via hunt-groups and never reached the proper HR agent at first. All activities in the CRM were searched manually = time consuming and incl. errors > low Customer satisfaction Provided Solution: Cisco UCCE with SAP integration for 130 HR agents across Switzerland Benefit: ANI based Popup of customer data and quick access to the cases of the employees. If customer is not found he will be directed to the IVR for identification (User ID) > agents are not busy with identification > frees time for additional tasks. >> Employee reaches the proper agent on the first contact saves time, higher Customer satisfaction

12 Case Study CRM Integration for manufacturing company in Germany Background Sales department with 100 Sales. 1:1 relationship to customers, intelligent call distribution to pre-defined sales deputy's Issue the company was facing Call got lost = no contract closing = loosing money, not transparent who answered the customer, no customer contact history Provided Solution Cisco Unified Contact Center Enterprise with Siebel integration for 100 Sales. Focus features: customer popup, customer contact history in Siebel Benefits higher deal closing rates, no calls got lost in nirvana, higher customer loyalty by better and quicker service, documented and transparent customer communication history

13 Case Study CRM Integration for Swiss Bank Background Bank in CH with ~1000 employees, incl. 30 cc agents Issue the bank was facing The Bank aimed to be closer to their customers. The goal was to accomplish that with speed, accuracy and more professional service by freedom of choice of the contact channel Provided Solution Cisco Unified Communication and Contact Center Enterprise, b+s multichannel-integration into Avaloq CRM Benefit Customers benefit form better service and more efficient consultancy in shorter time by customer focused agent. The bank employee benefited by easier standard process, better data quality and quicker and more precise customer identification. The overall efficiency and quality of the service was visible.

14 Key Benefits of Contact Center CRM Integration for End Customer Provide a positive Experience No need to wait and enter Customer ID, Name, etc. multiple times no need to repeat yourself over and over again. Screen Pop enables quick and more competent agent responsiveness Provide higher service efficiency One Interface to work in no toggling between applications Reduce call handle times No need to manually search for customer name All relevant customer information at hand Search CRM Contacts and click to dial Personalisation of the service Agent knows who calls and knows when any why the customer called last time

15 More information about the various b+s CRM Connectors b+s MCA for SAP b+s MCA for Siebel b+s Connects for Salesforce b+s Connects for MS Dynamics

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