Innovate to Change. Cisco Customer Collaboration. Rüdiger Bohn Manager Sales Consultants EMEAR Customer Collaboration

Dubrovnik, Croatia, South East Europe 20-22 May, 2013 Innovate to Change Cisco Customer Collaboration Rüdiger Bohn Manager Sales Consultants EMEAR Customer Collaboration 2011 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 1

Sales of Smartphones and Tablets are now greater than all PCs including notebooks 65% of companies are deploying at least one enterprise social software tool People spend more time on Facebook than any other website One third of corporations say they are using video at least once per week 20% of professional PC s will be managed under a hosted virtual desktop model by 2013 2012 Cisco and/or its affiliates. All rights reserved. Android is the #1 OS for mobile platforms with over 900,000 new activations per day By 2013, over 90% of network data traffic will be Video 60% of server workloads will be virtualized by 2013 Cisco Connect 6

Business Requirements have Evolved New Capabilities needed for Efficiency and Competitiveness 34% Secure access to information and people from any device, anywhere 65% Expertise & Information location, Proactive customer interaction 50% High quality interaction from anywhere, realtime and offline >60% Contact Center Shared Services Model, Cloud, Server- and Workspace-Virtualization. 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 7

Acknowledging some of the industry s challenges Media Channel by Demographics 2012 Cisco and/or 2010 its affiliates. Cisco and/or All rights its affiliates. reserved. All rights reserved. Cisco Confidential Cisco Connect 8 8

Low Ability to Drive Top Line Growth (Effectiveness) High Mega Trend: Ongoing Tension Effectiveness vs. Efficiency (Automation/Personalization) High Cost, High Touch Strategic Asset Necessary Evil Smooth Operator High Cost per Transaction (Efficiency) Low 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 10

3 Waves of Contact Center Innovation Wave 3: Experience Wave 2: Relationship Wave 1: Cost 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 11

Waves are Continuous and Cumulative Experience Social Mining Proactive Contact Cisco Social Solutions Crowd Sourcing Video Social CRM Integration Relationship Cisco Voice Portals CRM CTI Intelligent Routing Portals Integrated customer analytics Cost Cisco Unified Contact Center Call Centers 800 Service Voice IVR WFO Analytics Reporting Schedule/ Forecasting Cloud Virtual Servers/Desktops 80s 90s 00s 10+ 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 12

Architecture Evolution Big Iron Appliances Distributed Systems Applications and Platforms Application Layer CTI IVR WFO CRM Mobile WFO WFO ACD Multi Channel ACD CTI Multi Channel Social Routing Collaboration Services Agent Selection BPM IB/OB Voice Web CTI IVR Recording Session Mgmt Video Voice Portal Infrastructure Services Gateways Security Borderless Networking QoS Walled Garden Distributed Dynamically Networked 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 13

Architecture Evolution Puts Cisco in the Lead Position Legacy IPT Collaboration PBX-ACD Outbound IVR CTI Routing Reporting PBX ACD Voice Portal CTI Routing Outbound SIP Web 2.0 Desktop Network Recording Social Media Reporting Voice Portal Outbound $$$ $$$ 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 14

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 12 Industry s first IP-based ACD (IPCC Enterprise) WebLine acqusition (multichannel) GeoTel acquisition (ICM) Multi-tenanted IP contact center (CCH) Industry s first IP dialer Video queuing and selfservice (Video CVP) Audium acquisition (service creation, SOA) 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 15

Cisco Named Leader in Gartner Magic Quadrant for Contact Center Infrastructure Cisco has been named a leader in Gartner s newly-released 2012 Magic Quadrant for Contact Center Infrastructure. Increasingly, contact center managers prefer to purchase much, or all, of their contact center infrastructure from a single source in the pursuit of easier and enduring integration. Therefore, leading contact center infrastructure vendors offering complete portfolios of solutions, comprising their own products and those of partners and other strategic suppliers, are being favored. Figure 1. Magic Quadrant for Contact Center Infrastructure Cisco's strong corporate brand recognition and respect among IT decision makers and influencers and its broad global reach, combined with increased marketing efforts from its contact center business unit, have enabled the company to grow its contact center market share, often at the expense of more established competitors. Source: Gartner (June2012) Source: Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide by Drew Kraus, Geoff Johnson, Steve Blood, June, 2012. 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. 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 16

Cisco Showing Strong Growth Across Collaboration Up in Synergy & MZA Telephony, Conferencing & TelePresence EMEA Enterprise Voice Market Share Cisco Avaya Alcatel Siemens Aastra Mitel 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 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 17

Contact Center, the real differentiator in the relation with customers Unified Communications Customer Collaboration SERVICES Collaboration Applications CLOUD ON PREMISE Telepresence Cisco has 15,000+ Contact Center customers 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 19

Cisco Contact Center Moving to 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 Multichannel / CRM Video-Enabled Customer Care 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 20

Cisco Unified Contact Center Finesse CTI OS (API) Agent Desktop (CAD) Customer Voice Portal Outbound E-Mail Interaction Web Interaction SocialMiner Video Contact Center Intelligence Center Applications Platform MediaSense Multimedia Capture Unified Communications Manager Unified Computing System 360 view of your customer 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 22

Cisco Customer Collaboration Platforms High Touch Cisco Unified Contact Center Enterprise Mid Market Packaged CCE Hosted Collaboration Service Attach Cisco Unified Contact Center Express

Acceleration by Technology Future-Proof Investments by open End-to-End Platform Web 2.0 Desktop Gadget-Enabled Collaboration Portals Scalability Eight-fold performance increase in past years Robust Analytics Web-Based Analytics SIP From Session Border Controllers infrastructure to application enablement Web 2.0 APIs Open Standards with Java, REST, AXL, SOA, Web Services Social Network Integration Work activity based on Social Network information Mobile Integration of Apps Next-Gen Outbound Scalable SIP Based Dialer Open Recording Architecture Introducing Open Standards to Reduce Cost Virtualisation Comprehensive support of VMWare through portfolio XMPP Presence Jabber (inventor of XMPP) acquisition Visual Business & Remote Video 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 24

Mobile Apps new ways of customer communication Worldwide market share of Smartphone 35 % -> Tendency strongly growing! More than 10 times a day? More than 50% of all Smartphone User! Buying Decission? Bookings, Reservations, Verfications? 78 % of all Users do it via Apps! 73 % of all Users do it via Apps! Zokem, emarketier 2012 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 25

Mobile Apps new ways of customer communication Ungezählte Einsatzmöglichkeiten Travell Finance Retail Medical Administration usw. Don t loose your customer by sending him to an IVR! 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 26

Challenge Agent Workspace Consumer devices Smartphones Telephony (In- & Outbound) Chat Email CRM Kiosks Web-Seiten Applications Presence Information Tablets Health care Reporting Video, Recording. 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 28

The challenge at the Agent workspace 59% of all Agents are working in up to 5 different services (Sales, Support, Etc.) 50% handling 6 to 15 Calls/Hour, 75% of these agents are handling add. Interaktions (1-5) like e.g. Email Agents are making use of 4 diff. Application with independent Log-Ins. 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 29

Cisco Finesse The customizable Frontend for Customer Collaboration Browser-based Virtualized Gadget Container Development Toolkit Web 2.0 Flexibility Integrationsoptions with Cisco and 3 rd -Party Applikationen CDN Cisco Developer Network

Cisco Finesse A single Frontend for Customer Collaboration

Upstream Works for Finesse Context based, multichannel interaction handling Business Interaction Management to capture, use and analyze interactions Freely combine Finesse and Upstream APIs to build rich, content driven gadgets Included gadgets: Multichannel work queue Interaction capture and history Marquee Email client Real time supervisor/agent view Analytics for agent, customer, and business 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 32

Cisco Finesse One Frontend for Customer Collaboration Speed and Efficiency in Customer- Service Improved Customer interaction Individually customizable Simplified Handling Nearly unlimited Integration Options 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 35

Video Collaboration with Contact Center Two-Way Customer Collaboration via multiple interfaces with Common Reporting, Recording, Monitoring and Management Kiosk Mobile Devices Web IM Client Life-like, in-person video collaboration 3G/4G/WiFi Access Browser-based applications Presence and unified communications

Cisco s Virtual Remote Expert Solutions Enabling a Compelling Experience Remote Expert Video Expert Home Commercial Location Enterprise Endpoints, Print/Scan and more Consumer Endpoints Mobile Public Internet Cisco Remote Expert Manager Intelligently Routed to Your Experts Contact Center Firewall Transversal 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 38

Remote Expert Architecture Public Internet Product Expert Distributed Experts Remote Expert Mobility CCE/CCX Leveraging Social Web Queuing Cisco Jabber CUCM Call Control RE Manager Task Orchestration Engine Analytics & Rules Engine Experience Engine Codian MCU Media Sense Recording Enterprise/Cloud Data Center Internet Remote Expert Home Sessions Remote Expert Pods Conferencing Remote Expert Digital Station Click-to-Call w/ Cisco Jabber Video soft client Cisco IEC4600 Control points RE Session Initiation w/ Cius & Cisco Jabber Cisco IEC4600 Control points 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 39

Cisco Video Expert Public Internet Cisco Finesse Enterprise WebRTC Enabled Browser Firewall Transversal CUCM CC Contact Center Enterprise OR + Consumer Endpoints

Cisco Contact Center Continuous Evolution Reporting & Recording SIP Architecture Virtualization Web 2.0 Desktop OAM&P Work Distribution Future: Service Creation 2009 2010 2011 2012 2013+ 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 41

Cisco s Delivery Options Offering Customers Choice Customer Premise Equipment Managed CPE Hosted Services SaaS ON PREMISE ON DEMAND 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 42 E

Take-Aways The world of optimized dedicated inbound or outbound voice is obsolete channel of voice becomes channel of choice Technology architecture is moving from appliances to network enabled platforms Cisco is gaining share during this transition Cisco s extensible software framework allows Companies to evolve their customer care practice in a single architecture reducing disruption while capturing new channels for interaction