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2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 3

ChallengeMaximizing Contact Center Efficiency

How can our contact center achieve greateroperational efficiency?

What can we do to start improving our contactcenters processes, people, and tools?

We need to improve our contact centeroperations, but are also challenged to keepcosts down.

Maximizing our customer interactions is key.How can we improve our operations support,while staying highly productive, ANDenhancing our customer interactions?

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2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 4

Solution

2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 4

Create an infrastructure for growth

Lower operational costs

Increase productivity

Enhance customer experiences

Operations Support Review Service

Benefits

Designed to help contact centers assess, align, and refine operationalprocesses, resources, and tools

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2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 5

Services

Description Application Impact

New installations

Transitioning fromolder technologies

Operational readiness

Dramatically lower costs

Great customer experiences

Technology

architecture isa blueprint forimplementingcontact center

technologiesEnhanced performancemanagement

2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 5

Contact Center Architecture

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2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 6

Operational Preparedness

2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 6

Blending business and operations

management readinessStaff readiness for day-two operations

Tools inventory and gap identification/closure

Balancing internal vs. out task resources

Reduce operational risk to service availability

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How to Get Started

Prepare Operations Application Impact

Enable operational flexibility

Transform legacy operationsto a converged contact

center environment

Uncover gaps and risksimpacting operations

Identify adjustments in supportrequirements and skill sets

Align operations maturity model

to support on-going activities

Execute business strategy foroptimal operations support

and performance

Support Review Activities

Design process

Support strategy process

Operation function process

Transition process

Continual service improvement

Review infrastructure supportprocesses, procedures and tools

Assess support staff expertise

Provide recommendations

2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 7

Prepare, Assess, Assign

Assessment processes andprocedures

Document to determinewhere the maturity levels of

each operations support

element

Gaps and recommendationsprovided to assist in achievingthe optimal operations support

level for your contact center

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8/14 2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 8

SummaryServices Value

Plan operational activities for maximumperformance

Identify gaps and prioritize areas forimprovement and refinement

Achieve operational excellence with long-term maturity development plan of action

Leverage Cisco Unified Contact CenterServices to get started today

For more information contact your localCisco account representative

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Back-Up Slides

Back-Up Slides include: Questionnaire, interview,and agenda details

Back-Up Slides can be added in where you see fit,based on customer requirements and needs

Delete from deck if you do not need beforepresenting to customer

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Questionnaire

2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 11

Evaluate current position of contact center

operational support against Cisco maturity model

Questionnaire Overview Call

Ideal AttendeesContact Center Operations team, IT Team, Help Desk Support,Operations policy and procedures management teams

Topics of DiscussionContact Center Operations team, IT Team, Help Desk Support,Operations policy and procedures management teams

Operational Support Review Customer Questionnaire

Next Steps

Schedule Checkpoint call to review questionnaire progress (1-2 weeks)

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Questionnaire Review Conference Call

2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 12

Duration: 2-3 hours

Who Should Attend?

Recipients and respondents to questionnaire

Discussion Topics

Definitions and examplesGaps and missing documents

Clarification of documents received

Define focus of key areas requiring review

Next StopsIdentify resources to be interviewed

Interview process

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Interview Process

2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 13

Onsite or remote interview session(s) with identified

resources responsible for policies and managementFocus areas determined by questionnaire responses

Day 2 support team, staff support and education

Capacity management, availability management, change

management

Release management, configuration management, businesscontinuity management

Incident management, problem management, service desk and

service level managementDevelop and schedule workshop

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Workshop Sample Agenda

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Review of service findings, provide recommendations and

working session focus on areas needing improvement

Onsite Agenda Sample

Roundtable Introductions 15 Mins

Executive Review (Client) 30 MinsReview of Findings 1.5 Hrs

Break 15 Mins

Review of Findings (Cont.) 1.0 Hrs

Focus on Areas of Improvement 30 Mins

Break 30 Min

Focus on Specific Areas of Improvement Discussion 3.5 Hrs