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Mario Gianni - Consulting Systems Engineer
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 1© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 1© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 1
Mario Gianni - Consulting Systems Engineer
© 2009 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 2
Agenda
Customer Collaboration Trends
Social Media Customer Care (SocialMiner)
Web 2.0 Reporting (CUIC)
Next Generation Routing (Precision Routing)
© 2009 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 3
Customer Collaboration Trends
4© 2010 Cisco Systems, Inc. All rights reserved. Cisco Public
Creating Loyalty Creating Promoters
Voice, Predictive Dialing, Chat, E-Mail
Video, Social Networks, Callback, Collaboration
Solution Integration End-to-End Suite
CTI Web 2.0
Contact Center 1.0:CRM
Contact Center 2.0:
Customer Collaboration
Business Goals
Communication Channels
Architecture
Technology
Trends in Contact Center
5© 2010 Cisco Systems, Inc. All rights reserved. Cisco Public
The new customer service frontier
It’s Not Just About Voice Anymore
6© 2010 Cisco Systems, Inc. All rights reserved. Cisco Public
CTI
Routing Reporting
IVR
Outbound
PBX-ACD CTIRouting
Outbound
Voice Portal
PBX ACDSIP
Attribute RoutingSocial Media
ReportingVoice PortalOutbound
Traditional Current Emerging
• Classic Inbound Voice Only• Desktop CTI• CTI Customer Segmentation• PBX based Routing & Reporting
• Multi-Media Interactions• Desktop CTI• CTI based Routing & Reporting• Technology overlap
• Suite approach• SIP integration• SIP end-points• Social Media
Contact Center Evolution
7© 2010 Cisco Systems, Inc. All rights reserved. Cisco Public
ScalabilityEight-fold performance increase in past years
SIPFrom Session Border Controllers
infrastructure to application enablement
Web 2.0 APIsOpen Standards with Java, REST, AXL, SOA, Web Services
Open Recording ArchitectureIntroducing Open Standards to Reduce Cost
Social Network IntegrationWork activity based on Social Network information
Next-Gen OutboundScalable SIP Based Dialer
Robust AnalyticsWeb-Based Analytics
Web 2.0 DesktopGadget-Enabled Collaboration Portals
XMPP PresenceJabber (inventor of XMPP) acquisition
VirtualizationComprehensive support of VMWare through portfolio
VideoTelepresence and Business Video
Cisco Unified Contact CenterAccelerating New Technologies
8© 2010 Cisco Systems, Inc. All rights reserved. Cisco Public
Multichannel EnterpriseExperts
Collaboration Agent Desktop
Video-EnabledCustomer Care
VirtualContact Center
Routingand Reporting
SpeechSelf-Service
Social MediaCustomer Care
Multi-MediaCapture
and Storage
CustomerCollaboration
Integrated Reporting
Contact CenterEvolution
Extend to Partners
and Experts
Social Mediaand Cloud
CommunitiesBrand
ManagementBusiness
Video Applications
Network Media Capture (Recording)
Cisco’s Vision of Customer Collaboration
9© 2010 Cisco Systems, Inc. All rights reserved. Cisco Public
Contact Center Enterprise
Customer Voice Portal
E-Mail Interaction Manager
Web Interaction Manager
Social MinerOutbound
Finesse CTI OS (API) Agent Desktop (CAD)
Intelligence Center
Multimedia Capture
Cisco Unified Contact CenterApplication Infrastructure
© 2009 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 10
Shared Applications
Access
User
CUSP
SIP
TDM Gateway CUBE CUBE
PSTN Internet
CUCM/UCCE CUCM Branch
CVP/UCCE
VXML Browser Unity
Cisco Unified Contact CenterEnd-to-End Infrastructure
© 2009 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 11
Independent Data and PresentationCisco Reporting
Model
Data Presentation
• Data can be accessed in an easy and open manner
• User Interfaces are not dependent on underlying data model
• Products can be deployed independently
Cisco Unified Contact CenterKey Areas of Reporting Focus
© 2009 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 12
Open & Unbundled
Datacenter, Virtualization, Cloud Services
Shared Enterprise Infrastructure and
Applications
Common Web 2.0 Development Skills
Specialized Skill Sets Required
Distributed Deployments
Vertically Integrated
Point Solutions
TDM, line-side taps Advanced IP-centric Network Capabilities
Cisco Unified Contact CenterKey Areas of Recording & Analytics
© 2009 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 13
Social Media Customer Care (SocialMiner)
of 18 - 34 year olds78%of 35 - 44 year olds71%
59% of 45 - 54 year olds
have either a Facebook or MySpace account
Did You Know That…
1.3M The average number of tweets per hour
3.5B Pieces of content (web links, news stories,
blog posts, etc.) shared each week on Facebook
35M Number of Facebook users who update
their status each day
Did You Know That…
2B videos served up by YouTube daily
34% of online Americans have used social media to rant or rave
about a product, company, or brand
Fans are 28% more likely than non-fans to continue using a specific product
Fans are 41% more likely to recommend to a friend
Did You Know That…
But is anyone listening?
What’s the right way to respond?
What if we don’t respond?
Are we missing opportunities?
Your Customers Are Talking
They are saying nice things.
Your Customers Are Talking
They are saying not-so-nice things.
Your Customers Are Talking
They are asking for advice.
Your Customers Are Talking
ListenEngage
Cisco SocialMinerSocial Media Customer Care
1. Capture
2. Analyze & Prioritize
3. Communication Workflow
4. Assign & EngageCustomer
Airline lost my luggage!
Social Media Appliance
Social Media Customer Care
Agent
Cisco SocialMiner
Cisco SocialMinerProactively Monitoring and Engage
Overview Enable proactive customer service by queuing and
and assigning customer posts to appropriate staff Complement brand monitoring dashboardsFeatures Real-time capture of social media postings
Social media campaign management
Route and queue contacts to experts
Tagging
Social screen pop
Social media customer care metrics
Optional Integration with full suite of Cisco Enterprise social software systems
Cisco SocialMinerSocial Media Customer Care
Browser
Container
Social ContactQueue
OpenSocial Container
SocialScreenPop
Social Media Customer Care
REST APIs
Feeds Social ContactDatastore
Gadget Spec
FeaturesOpenSocial compliant gadgetsREST API’s for nearly all appliance configuration and features
BenefitsFlexible user interface optionsExtensive opportunities for customization
Cisco SocialMinerArchitecture and API
References OpenSocial Gadgets REST API’s
FeaturesConfigure feeds from various sources of user generated contact web sitesGroup feeds into “campaigns” to monitor social contactsTrainable filters to sort social contacts (Bayesian and Author)
BenefitsConsolidated list of prioritized opportunities for engagement across all social media sitesDistinct campaigns for different products/purposes
Product A, Product B, Product CCustomer Service, SalesCustomers, Partners, Analysts
Cisco SocialMinerCampaign Management
FeaturesEasy-to-use web gadget to reserve and dispatch workPick style work assignmentState management for social contactsPush (ACD-style) assignment with Cisco Unified Contact Center Enterprise universal queue*
BenefitsScale social media team activitiesAutomated distribution of work improves efficiency and effectiveness of social media engagementFlexible assignment models and approval queues expands participation
* Future release
Cisco SocialMinerRoute and Queue Contacts to Experts
FeatureDetailed metrics on social media customer care activitiesCampaign reportsTeam reports
BenefitMeasure work and resultsManage to service level goalsSupport brand managementOptimize staffing
Cisco SocialMinerCustomer Care Metrics
Customer ServiceHelp customers in troubleTurn-around poor customer sentimentIdentify process failures
SalesFind new customersUpsell new products and servicesInteract with customers through branded mobile applications
Brand ManagementSupport Social Media marketing campaignsIncrease and amplify positive brand mentionsManage negative viral brand situationsInfluence the influencers
Cisco SocialMinerBusiness Benefits
Level
1
Level
2
Level
3
Level
4
Listening (or ignoring)
Social Media Broadcasting
Social Media Marketing
Social Media Customer Care
Proactive Engagement
Occasional reporting Reactive/surprised by social media
Facebook page and Twitter presence Broadcast standard marketing via social media
Social Media strategy Engagement marketing
Scalable engagement process Teams work queues
Proactive Customer Care Proactive Sales
Brand dashboarding Minimal customer care involvement
Managed process Team activity reports
Social Media Business Intelligence
Level
5
Cisco SocialMinerSocial Media Maturity Model
Your customers are talking on the social web and you should be part of the conversation
SocialMiner provides a way to structure your engagement
Cisco can be your partner to help you develop and mature a social media care strategy
Now is the time to get started
Cisco SocialMinerSummary
© 2009 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 31
Web 2.0 Reporting (CUIC)
© 2009 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 32
• Real-time and historical dashboards include charts, grids, web content, notes to team
• Wizard-based interface to extend reporting to data sources inside and outside Contact Center
• Highly customizable look and feel• User groups & access control to data,
reports and capabilities• Thresholds & Drill Downs• Time Zone preference
Features
• Automate manual consolidation of data in a single dashboard
• Reduce customization costs via end-user access to some customization
• Increase speed to find information via pre-configured drill-down information
Benefits
Intelligence CenterFeatures and Benefits
© 2009 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 33
Feature WebView CUICStandard
CUICPremium
Core reporting for CCE with standard templates
Reports in all Webview categories out of the box Mapping to WV reports
Mapping to WV reports
Dashboards
Report templates for CVP, SocialMiner, Expert Advisor
Import and run other reports created with Intelligence Center Premium
Change report filters (date, time, items in category - skill, agent, call type)
Rename columns
Reorder, hide, unhide report columns
Define Thresholds (change color, text, graphics)
Multiple presentations of report data Limited
Partitioning via collections
Intelligence CenterStandard Vs. Premium
© 2009 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 34
Feature WebView CUICStandard
CUICPremium
Create or modify queries to build new reports
Drill downs Pre-built only Pre-built only Unlimited
Add computed fields in reports
XSLT
RSS
Permalinks
HTML post
Access to non-Cisco data sources for reporting
Integration with Exony VIM product suite
Intelligence CenterStandard Vs. Premium
© 2009 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 35
• Open Access• Ensure we have the right data• Simplification through abstraction of information
Data, Data, Data
• Overlay presentation layer across Cisco and other products• Power to business users for “simpler” reporting customization• Provide layered access to both capabilities and information• Direct access to real-time information from Cisco products
Flexible Presentation Layer
• Utilize customer-deployed data marts and warehouses• Targeted partnering for single-source solution
Consolidation and Analytics
Intelligence CenterKey Areas of Reporting Focus
© 2009 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 36
• Dashboard based real time and historical reporting, standard reports, included with Release 8 UCCE/UCCH/ICM
Intelligence Center Standard
• Benefits of Standard version plus ability to design new reports -- access call detail records, other data sources
Intelligence Center Premium
• VIM options with integration to Intelligence Center Premium as presentation layer extend reporting and provide upsell path
VIM (Solutions Plus)
Intelligence CenterReporting Options With CCE 8.5
© 2009 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 37
Next Generation Routing (Precision Routing)UNDER NDA
© 2009 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 38
