Cisco Omnichannel Contact Center. The Digital Shift of Customer Service

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1 Cisco Omnichannel Contact Center The Digital Shift of Customer Service

2 Cisco Omnichannel Contact Center Ahmed Zaghmouri Strategic Product Sales Specialist Customer Collaboration

3 Customer Service has Gone DIGITAL Technologically-Challenged patient Loyal Low-Expectations Face-to-Face Centric Consumers IVR Branch Call Center Fax Channels Mail Product-focused Intuition-driven Linear-growth Traditional Businesses Digitization Tech-Savvy Knowledgeable Empowered Always on Impatient Have Choice Digital Consumers Social Media Mobile Digital Channels Video Web Self-Service Kiosks Chat Customer-focused Data-Driven Exponential-growth Innovative Digital Businesses

4 3 Major Trends in Customer Service Emerged Omnichannel Unified Platform Customer Experience

5 The Cisco View on Omnichannel Omnichannel A customer relationship strategy where the customer is the ultimate center of all interaction channels; decides how, when, and where to communicate with their bank and expects a simple, transparent experience

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

7 Enabling the Omnichannel Experience Home Mobile Branches Customer Seamless Customer Experience No Matter Where the Customer and Customer the Advisor are Located Contact Center

8 Omnichannel Leads to Differentiated Customer Experience Personalized and interactive Increase Profit and Revenue Higher close rate Increase in up-sell and cross-sell Maintain Operating Costs Common tools and infrastructure Faster Time to Serve the Customer Accelerating to customers pace

9 Cisco s Omnichannel Solution Portfolio Mobile Device Voice, , Web, Chat & Social Self Service Basic Standard Advanced Branch/Store Customized Integration Services Remote Expert Kiosk Remote Expert Mobile Remote Expert Immersive UCCX & UCCE Contact Center Advanced Services Mobile Advisor Validated Cisco UC Architecture Platform End to End Cisco Advanced Services Portfolio

10 Challenges in the Mobile Channel Connect Transact Engage Delivering a simple and personalized customer experience Improving time to serve customer needs, faster than today Enabling secure collaboration and the ability to close business

11 Mobile Advisor Turning Impersonal Transactions into Personal Interactions Consumer Financial Institution Mobile Applications Online Banking Co-browse and Screen Sharing Video Call, Collaboration, and Transact

12 Enhance Existing Platforms and Experiences Insert personalized interaction into existing banking platforms Web Portal Applications Mobile Applications Cisco Mobile Advisor video can enable existing platforms and applications, allowing firms to differentiate the client experience in a secure way Mobile Advisor bridges the internal (employees) and the external (clients) interactions over video by tying consumer video into existing enterprise applications and video infrastructure in a secure way

13 Mobile Advisor Capabilities Find, connect, and collaborate with an advisor Share screens with customers to run through what if scenarios in real time Supports voice, video, presence, web, and file sharing, as well as mobile and business-to-any (B2X) collaboration applications Simply touch a button Embed collaboration into existing apps and security

14 Mobile Advisor Capabilities

15 Mobile Advisor Capabilities

16 Mobile Advisor Capabilities

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