Transforming Communication Experience With Unified Collaboration Architecture Approach. Ahmed Zaghmouri Product Sales Specialist

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1 Transforming Communication Experience With Unified Collaboration Architecture Approach Ahmed Zaghmouri Product Sales Specialist

2 Customer 2.0

3 Yesterday s solutions aren t enough. Customers want to be taken care of... at any time, in any location, and on any device Cisco and/or its affiliates. All rights reserved. Cisco Connect 3

4 Disruptions in the Marketplace Unlock Opportunities Macro Trends Changing Demographics & Spend Ability Pervasive Mobile Connectivity Social more powerful opinion maker than traditional media Virtualization of commerce Mass Customization/Long Tail Green Awareness Businesses can increase marketing influence and a higher share of customer spend via innovation in communication & collaboration 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 4

5 Mobile Secure access to information and people from any device, anywhere Social Expertise & Information location, Proactive customer interaction Visual High quality interaction from anywhere, realtime and offline Virtual Agility and scale on demand Rich media with VDI economics 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 5

6 Contact Center is in Transition

7 Channel Shift is Real 69% 68% 60% 54% Inbound Voice 19% 37% 7% 27% 1% 19% Source: Forrester Online Chat Online Forum Direct Twitter 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 7

8 Contact Center Role Reversal Contact Center For Repeatable Interactions Contact Center For Exception Management Cisco and/or its affiliates. All rights reserved. Cisco Connect 8

9 The Bar is Raised Experience Satisfaction Loyalty 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 9

10 Mobile is the New IVR 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 10

11 Meet the New Boss AHT ASA FCR Service Level 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 11

12 Cloud Contact Center Private Public 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 12

13 We Need Different Architecture

14 Cisco Collaboration Portfolio Unified Communications Customer Collaboration Collaboration Applications Telepresence 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 14

15 Move To The True Customer Collaboration Combining Traditional Tools with the Power of the Future Virtual Contact Center Routing & Reporting Social Media Customer Care Speech Self-Service Multi-Media Capture & Storage Web 2.0 Agent Desktop Customer Collaboration UC Integration/ Mobility Multichannel / CRM Video-Enabled Customer Care 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 15

16 Waves of Customer Collaboration Innovation Wave 3: Experience Wave 1: Cost Wave 2: Relationship Drive, run, or walk to your customers with technology, information, and personalized service. Tom Kelley IDEO 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 16

17 Waves of Customer Collaboration Innovation from a Place to a System to an Enterprise Service STRATEGY MANAGEMENT MODEL Cost Relationship Experience Operations +Marketing +Branch +Retail +Value Chain METRICS Average Hold Time Average Speed to Answer Occupancy Cost per call Wallet Share Customer Satisfaction Closure Rates Lead Conversion Net Promoter Score First Contact Resolution Cycle Time ROI 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 17

18 Bullet slide title Here WAVE 3 Complete Experience WAVE 2 Customer Relationship WAVE 1 Cost and Efficiency Technology Imperatives Site Intelligent Social virtualization CRMrouting/universal queue/channel integration Cisco Solution Sets Cisco SocialMiner Unified ied CCE,, CCX and Finesse CCX, Unified DesktopMobile Agent Desktop/server Video Web/IVR integration virtualization Cisco VXI, Customer Show Cisco and Voice Share UCS Portal, TelePresence, WebEx SIP Proactive Universal trunking view care of customer, cradle to grave reporting Cradle Enterprise to grave social/collaboration reporting SIP Cisco outbound Unif ied dialer, Border Intelligence collaboration-enabled Element/Unif Center ied SIP business Proxy transformation (CEBT) Cisco Unified Webex Social, Intelligence Finesse Center Desktop, WebEx 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 18

19 2012 A Great Year

20 Gartner Contact Center Magic Quadrant Q 2012 Colored arrows depict movement from the 2011 MQ. Avaya and Genesys both DECREASED in Vision and Ability to Execute. Cisco LEADS all vendors in Ability to Execute. The Magic Quadrant is copyrighted June 2012 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner s analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the Leaders quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. Gartner: Magic Quadrant for Contact Center Infrastructure, June 2012 Drew Krauss, Geoff Johnson, Steve Blood This Magic Quadrant graphic was published by Gartner, Inc. as part of a larger research note and should be evaluated in the context of the entire report Cisco and/or its affiliates. All rights reserved. Cisco Connect 20

21 Contact Center Growth ACD Shipments, CY ACD Shipment Growth (total seats) +26% CAGR since 2003 Shipments (in thousands) ACD Total IVR Shipments, CY IVR Shipment Growth (new ports) +40% CAGR since 2004 Shipments (in thousands) IVR New 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 21

22 Contact Center Market Share % Market Share Avaya/Nortel Alcatel-Lucent/Genesys Cisco Sources: Cisco analysis, Gartner. Measured in revenue Cisco and/or its affiliates. All rights reserved. Cisco Connect 22

23 Worldwide IVR Market Share Cisco is #1 400, % Ports Shipped* 300, , , % 12.7% 6.5% Cisco Genesys Avaya/Nortel Intervoice *Source: Tern Systems: Telephone Self-Service: Markets, Products, and Suppliers," August 2012 for CY2011 Numbers include new and upgrade IVR ports as reported by Cisco 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 23

24 15,000+ Installed Customers 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 24

25 Innovations And Execution CRM Magazine Annual Service Awards, March 2012 Cisco rated Winner in IVR Cisco rated Leader in Contact Center Infrastructure Cisco SocialMiner : Best of Enterprise Connect 2011 Cisco SocialMiner: Retail TouchPoints Next-Gen Retail Awards 2011 Social Media category Asian Banker Award 2011 Best Contact Center Deployment in region 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 25

26 Thank you.

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