Construindo Soluções de Contact Center Inovadoras para os próximos 20 anos Cilnet Breakout Rui Corrêa d Oliveira Customer Collaboration South Manager @ruribeir
Solid Architecture over a decade Advanced speech self-service, intelligent network queuing and treatment (CVP) Complete mid-market contact center with advanced speech (IPCC Express) Industry s first IP-IVR Advanced speech analytics (CIA) Social Media & Multimedia Capture Innovations Industry s first enterprise class presence-based routing (EA) Latigent acq. (reporting) 99 00 01 02 03 04 05 06 07 08 Industry s first IP-based ACD (IPCC Enterprise) WebLine acqusition (multi-channel) GeoTel acquisition (ICM) Multi-tenanted IP contact center (CCH) Industry s first IP dialer Video queuing and self-service (Video CVP) Audium acquisition (service creation, SOA) 10 Enterprise Service
Cisco Customer Collaboration Contact Center Results North America Market Share Source: Synergy 30.3% 2012 Closed gap with Avaya by 10.7 points year over year IVR Market Share #1 Worldwide 40.2% Worldwide Market Share Source: Synergy Customer Satisfaction 4.33 FY13 Metric 1 To 5 18.1% 2012 Closed gap with Avaya by 3.5 points year over year
Process, Culture, Technology Without a change in culture and Process, Technology can not bring true advantages on a project. This is the true ecosystem of collaboration 2013 Cisco and/or its affiliates. All were rights reserved. all influence each other
Differentiated Messaging 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 Multichannel/CRM Customer Collaboration Video-Enabled Customer Care UC Integration/ Mobility
Architecture Evolution Big Iron Appliances WFO CTI ACD Multi Channel Distributed Systems IVR ACD CTI WFO Multi Channel Applications and platforms CRM Social Routing Agent Selection Mobile BPM Application Layer Collaboration Services IB/OB Voice WFO Web CTI IVR Recording Session Mgnt Video Voice Portal ACD is center of architecture Intelligence moves to IVR, CTI and multichannel Applications consume network services network is the platform Gateways Security Borderless Networking Infrastructure Services QOS
Architecture Evolution - From Big Iron Appliances WFO CTI ACD Multi Chann el Distributed Systems IVR ACD CTI WFO Multi Channel Applications and platforms CRM Social Routing Agent Selection Mobile BPM Application Layer Collaboration Services IB/OB Voice WFO Web CTI IVR Recording Session Mgnt Video Voice Portal ACD is center of architecture Intelligence moves to IVR, CTI and multichannel Applications consume network services network is the platform Gateways Security Borderless Networking Infrastructure Services QOS
Architecture Evolution - To Applications and platforms Application Layer CRM Social Mobile BPM WFO Web Collaboration Services Routing Agent Selection IB/OB Voice CTI Recording Session Mgnt Video Voice Portal Infrastructure Services Gateways Security Borderless Networking QOS Applications consume network services network is the platform
How Is Cisco Improving Collaboration? Secure Mobility Interoperable, Open Architecture Flexible Consumption Models Video Becoming Pervasive Enterprise Social Software Anywhere Any Device Any Content
Technologies Impacting Customer Collaboration HTML5, CSS3 and Web 2.0 Gadget-Enabled Collaboration Portals Analytics Web-Based Analytics SIP From Session Border Controllers infrastructure to application enablement Web 2.0 APIs Open Standards with Java, REST, SAML Web Services Social Network Integration Work activity based on Social Network information Next-Gen Outbound Scalable SIP Based Dialer Open Recording Architecture Introducing Open Standards to Reduce Cost XMPP Instant Message, Presence and Server-to-Server Communications Virtualization Server and desktop Video TelePresence and Business Video 12
The New Collaborative Workspace Inside the Contact Center Mobile, Social, Visual, Virtual
Cisco Showing Strong Growth Across Collaboration The Leader in Collaboration #1 in Enterprise Voice #1 in Collaborative Apps #2 in Contact Center #1 in IVR #1 in Web Conferencing #1 in TelePresence #1 in Audio Conferencing Sources: MZA, Synergy Research, Frost & Sullivan, Gartner Dataquest, IDC, Intellicom, Tern Systems
Gartner Contact Center Magic Quadrant- June 2012
The Internet of Everything
The Internet of Everything - Connects the Unconnected Source: Cisco IBSG, 2013