Driving Growth and Success with Omnichannel. Darko Zlatic PSS/CSE EMEAR Customer Collaboration

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2 Driving Growth and Success with Omnichannel Darko Zlatic PSS/CSE EMEAR Customer Collaboration

3 What changes we see happening?

4 1. Prosumer?

5 2. New Business Outcomes

6 Net Promoter Score (NPS) 6

7 Customer Effort Score (CES) 7

8 Customer Lifetime Value (CLV) Number Of Customers Time (months) 8

9 First Contact Resolution (FCR) 9

10 Three Numbers You Pay Attention To In 2013, Fewer than 5% of organizations world-wide have a mobile customer service strategy In the Last 12 Months Cisco Nears #1 Global Share in Contact Center By 2015, at least 60% of Internet users will opt for mobile customer service as their first option Organizations having adequate technologies and processes to provide a consistent customer experience across channels will grow from 2% to 20% from 2013 to 2015 *Gartner Predictions 2014 Amazon Launches Mayday Amex Goes Live with 2-Way Video Chat Nationwide Deploys Remote Mortgage Advisor

11 Omnichannel what is it all about?

12 Omnichanel Key Attributes First, Omnichanel is a Strategy Ensuring a continuous and consistent high-quality experience regardless of how, when, and where a customer chooses to engage with an organization and no matter the purpose Chat Social Media SMS Web Customer Mobile Contact Center Reduce Customer Effort Personal Customer Journeys Persistent Context And Data Kiosk Brick and Mortar Voice

13 Challenge Supercharging Moments of Truth Omnichannel Financial Service Institution Retail Customer Healthcare

14 Traditional Solutions Are Very Complex

15 Cisco s Role in the Omnichanel Domain A Common Customer Experience Delivered on Top of the Network Single Channel Multi Channel Omnichannel Cisco Powered Network

16 Three Waves of Contact Center Innovation Consistent experience across all channels Wave 3: Multiple channels but minimal cross channel consistency Omnichannel Today Wave 2: Web Multichannel SMS Mobile Contact Center Chat Wave 1: Voice Channel Online Customer Care Center Branch Customer Social Media Kiosk Voice Brick and Mortar Borderless Customer Care

17 Omnichannel what does it really mean?

18 Focus on Customer Experience Journeys Research Online Order Electronic Notification Store Delivery Store Pickup Review & Share

19 Context Service Cloud-based storage of customer interaction data Chat Social Media Phone Customer Journey SMS IVR Mobile IoE Web Retail Deliver Omni-channel Seamlessly Cisco Customer Collaboration Platforms Partner Applications

20 Customer Experience Journeys and Business Outcomes

21 ecommerce Retail Customer Journey Research Engage Convince Decide Buy Support Social Web Mobile Contact Center Store Community

22 Enabled by a Comprehensive Architecture Consistent Experience Contact Center Services Voice and Video Knowledgebase Content Sharing Analytics Integrated User Desktop Messaging and Recording Social Media Workflow Network- Based Platform Security Data Center Network/CMX Medianet Management Deployment Models On Premises + Cloud

23 Retail ecommerce OUTCOMES Improved time to revenue Reduce and/or optimization of Showrooming Higher close rate

24 Roadside Assistance Customer Journey Research Engage Convince Decide Action Promote Social Web Mobile Expert Advisor Branch Community

25 Enabled by a Comprehensive Architecture Consistent Experience Contact Center Services Voice and Video Knowledgebase Content Sharing Analytics Integrated User Desktop Messaging and Recording Social Media Workflow Network- Based Platform Security Data Center Network Medianet Management Deployment Models On Premises + Cloud

26 Roadside Assistance OUTCOMES Easy access from any mobile device Fast and efficient service Customer information transferred quickly saving time and money

27 Context Service

28 Business Challenges Businesses have little knowledge of their previous interactions with consumers across multiple channels Consumer frustration Wasted agent time Existing solutions are pricey, complex, or proprietary

29 Context Service Cloud-based storage of customer interaction data Social Media Deliver Omnichannel Seamlessly Chat Phone IVR Mobile Cisco Customer Collaboration Platforms Customer Journey IoE Web SMS Retail Partner Applications ü Enables a complete view of the customer journey ü Better-informed agents provide a superior experience ü Out-of-the-box Cisco platform integration ü Open web interfaces enable partner applications

30 Context Service Data Handling Chat Phone IVR Agent Social Media SMS Phone Customer Context Pod Tag Pod POD Tag Pod Pod POD Web Mobile IoE Retail Cisco Customer Collaboration Platforms Partner Applications

31 Out-of-the-Box Finesse Gadget Example Screen Shot Actual version may differ

32 Context Service: Business Benefits Easy Channel agnostic Consumer journeys Secure

33 Cisco Differentiators Competitive offerings are based on on-premises technology that typically offer limited integration capabilities and are more expensive and difficult to implement than Cisco's Context Service. Cisco offers out-of-the-box integration with Cisco Customer Collaboration platforms. Context service offers open, standard web services APIs that enable businesses and Cisco partners to easily build value-add solutions such as analytics applications.

34 Context Service: Summary Functionality Enhances Cisco contact center solutions Runs on Cisco Intercloud Omnichannel made easy Supports traditional and new care channels Interactions tagged for correlation, trending, analytics Businesses control access to their data Key Customer / Partner Benefits Enables a complete view of the customer journey Better-informed agents provide a superior experience Supports seamless Omnichannel interactions Open web interfaces enable partner applications

35 Key Takeaways Consumer Expectations are changing Omnichanel will be the new normal The focus is on customer experience journeys and business outcomes Cisco has the right strategy and portfolio to make you successful 35

36 Complete Your Online Session Evaluation Give us your feedback and you could win fabulous prizes. Complete your session evaluation. Lorem ipsum You can place your text here. Note: This slide is now a Layout choice 36

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