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Page 1: © 2018 Cisco and/or its affiliates. All rights reserved....© 2018 Cisco and/or its affiliates. All rights reserved. Housekeeping Announcements During the webinar • Answer our pop

© 2018 Cisco and/or its affiliates. All rights reserved.

Page 2: © 2018 Cisco and/or its affiliates. All rights reserved....© 2018 Cisco and/or its affiliates. All rights reserved. Housekeeping Announcements During the webinar • Answer our pop

© 2018 Cisco and/or its affiliates. All rights reserved.

Housekeeping Announcements

Session format :

Presentation (50 minutes) and Q&A (10 minutes)

During the webinar

• View this webinar in full screen mode

for the best experience!

• In the top right corner, click on

to go into full screen.

Page 3: © 2018 Cisco and/or its affiliates. All rights reserved....© 2018 Cisco and/or its affiliates. All rights reserved. Housekeeping Announcements During the webinar • Answer our pop

© 2018 Cisco and/or its affiliates. All rights reserved.

Housekeeping Announcements

During the webinar

• Answer our pop quiz via Polling to win

prizes!

• Ask questions via Q&A. Our Experts

will be answering your questions live,

and select questions will be answered

at the end of the session!

Session format :

Presentation (50 minutes) and Q&A (10 minutes)

Page 4: © 2018 Cisco and/or its affiliates. All rights reserved....© 2018 Cisco and/or its affiliates. All rights reserved. Housekeeping Announcements During the webinar • Answer our pop

© 2018 Cisco and/or its affiliates. All rights reserved.

Housekeeping Announcements

After the webinar

• This session is recorded.

• Slides will be shared after the

event.

• Complete our post-event survey

sent to you after the webinar and you could win a

Session format :

Presentation (50 minutes) and Q&A (10 minutes)

Page 5: © 2018 Cisco and/or its affiliates. All rights reserved....© 2018 Cisco and/or its affiliates. All rights reserved. Housekeeping Announcements During the webinar • Answer our pop

© 2018 Cisco and/or its affiliates. All rights reserved.

Trends

Journeys

Page 6: © 2018 Cisco and/or its affiliates. All rights reserved....© 2018 Cisco and/or its affiliates. All rights reserved. Housekeeping Announcements During the webinar • Answer our pop

<3% of contact centers used AI in 2017*

<6% using Robotic Process Automation*

33% plan to strategically invest by 2019**

CC Leaders believe in Intelligence

* Saddletree Research

** Deloitte

Page 7: © 2018 Cisco and/or its affiliates. All rights reserved....© 2018 Cisco and/or its affiliates. All rights reserved. Housekeeping Announcements During the webinar • Answer our pop

© 2018 Cisco and/or its affiliates. All rights reserved.

It’s a journey

"By 2020 customers are going

to make their buying decisions

based on customer experience

-not product, not price."Gartner

Page 8: © 2018 Cisco and/or its affiliates. All rights reserved....© 2018 Cisco and/or its affiliates. All rights reserved. Housekeeping Announcements During the webinar • Answer our pop

© 2018 Cisco and/or its affiliates. All rights reserved.

GET COFFEE ON US!

5 WINNERS WILL BE SELECTED TO RECEIVE COFFEE GIFT CARDS!

Level of difficulty

By 2020, customers are going to make their buying decisions based on:

1. Product Variety

2. Price Competitiveness

3. Customer Experience

Page 9: © 2018 Cisco and/or its affiliates. All rights reserved....© 2018 Cisco and/or its affiliates. All rights reserved. Housekeeping Announcements During the webinar • Answer our pop

© 2018 Cisco and/or its affiliates. All rights reserved.

Data

Customer journey

The Evolution of Customer CareBetter Customer Journeys = Better Business Outcomes

Page 10: © 2018 Cisco and/or its affiliates. All rights reserved....© 2018 Cisco and/or its affiliates. All rights reserved. Housekeeping Announcements During the webinar • Answer our pop

© 2018 Cisco and/or its affiliates. All rights reserved.

KEEP ON LEARNING!

2 WINNERS WILL BE SELECTED TO RECEIVE ONLINE COURSE VOUCHERS

ON UDEMY!

Level of difficulty

Cisco’s Customer Journey Solutions enables customer experiences to be

1. Reactive, Contextual, Suggestive & Insensitive

2. Reactive, Unrelated, Suggestive & Predictive

3. Reactive, Disconnected, Suggestive & Predictive

4. Reactive, Contextual, Suggestive & Predictive

Page 11: © 2018 Cisco and/or its affiliates. All rights reserved....© 2018 Cisco and/or its affiliates. All rights reserved. Housekeeping Announcements During the webinar • Answer our pop

© 2018 Cisco and/or its affiliates. All rights reserved.

Cisco’s path forwardCognitive, collaborative customer journey solutions at secure global scale

Cisco full stack portfolio integration

Data-driven and intelligent

Global cloud footprint

Unified and open platform

Graceful cloud migration

Page 12: © 2018 Cisco and/or its affiliates. All rights reserved....© 2018 Cisco and/or its affiliates. All rights reserved. Housekeeping Announcements During the webinar • Answer our pop

© 2018 Cisco and/or its affiliates. All rights reserved.

Release 12.0

Experience Scale Security

Admin experience

Agent experience

Supervisor experience

ECC variable space expansion

from 2k

CCE scale for large

enterprises

End-to-end security for data in flight

Data at rest

Reduced AD dependencies

Page 13: © 2018 Cisco and/or its affiliates. All rights reserved....© 2018 Cisco and/or its affiliates. All rights reserved. Housekeeping Announcements During the webinar • Answer our pop

© 2018 Cisco and/or its affiliates. All rights reserved.

Release 12.0Express and Enterprise Features

• Packaged Unified Admin (SPOG)

• CUIC UX for admins

• Next gen Finesse desktop

• Enhanced email and chat (Express)

• Digital multi-tasking with pick/pull (Enterprise)

• Simplified Business Hours mgmt.

• Team broadcast messages

• Multi-peripheral supervision (Enterprise)

• Finesse supervisor gadgets (Express)

• Payload approach with 6k per call

• 2k limit per payload

• Seamless upgrade

• 12k agents in single PCCE instance

• 24k Agents in UCCE, 24 PG support

• 70k CTSG per CCE instance

• TLS encryption for:

• Inbound voice: IVR, Desktop

• Outbound: Dialer

• Multi-channel: ECE, Task Routing

• External DB dip: App GW

• Enable/Disable specific ciphers

• Disable ECC, Call Variable Tracing

• Temp. enablement for serviceability

• De-couple CCE AD authorization

• No writes to AD for service accounts, setup + config users

• CCE on AWS-VMC

• Migrate VOS to CentOS

• Upgrade CTIOS server, CILs (ICM)

• Facebook messenger (11.6(2) Express)

Page 14: © 2018 Cisco and/or its affiliates. All rights reserved....© 2018 Cisco and/or its affiliates. All rights reserved. Housekeeping Announcements During the webinar • Answer our pop

© 2018 Cisco and/or its affiliates. All rights reserved.

SHOPPING ON US

1 WINNER WILL RECEIVE A USD$100 AMAZON VOUCHER!

Level of difficulty

The new release 12.0 includes:

1. A more complicated experience for admin, agent and supervisor

2. 2X capacity increase for Contact Center Enterprise

3. Added security features and enhancements

4. No support for AWS-VMC

Page 15: © 2018 Cisco and/or its affiliates. All rights reserved....© 2018 Cisco and/or its affiliates. All rights reserved. Housekeeping Announcements During the webinar • Answer our pop

Core capabilities, PCCE for all, security, and more

Experience Data

Consistent agent &

analytics experience

across CJS

Data and AI to streamline

the entire customer care

experience

Core

Page 16: © 2018 Cisco and/or its affiliates. All rights reserved....© 2018 Cisco and/or its affiliates. All rights reserved. Housekeeping Announcements During the webinar • Answer our pop

© 2018 Cisco and/or its affiliates. All rights reserved.

Cloud

Page 17: © 2018 Cisco and/or its affiliates. All rights reserved....© 2018 Cisco and/or its affiliates. All rights reserved. Housekeeping Announcements During the webinar • Answer our pop

Customer Journey SolutionsCloud services

Connectors

Platforms Contact Center

Express

Contact Center

Enterprise

Customer Journey

Platform

Cloud

ServicesJourney Data | Messaging | AI | Analytics

Page 18: © 2018 Cisco and/or its affiliates. All rights reserved....© 2018 Cisco and/or its affiliates. All rights reserved. Housekeeping Announcements During the webinar • Answer our pop

© 2018 Cisco and/or its affiliates. All rights reserved.

Cisco Contact Center Flex

Cloud and on-premises

Subscribe once, deploy

and grow how you want

Subscription

Easy OpEx

budgeting

Investment protection

Migration of installed base

via Flex Plan value transfer

Term-based subscription model

Page 19: © 2018 Cisco and/or its affiliates. All rights reserved....© 2018 Cisco and/or its affiliates. All rights reserved. Housekeeping Announcements During the webinar • Answer our pop

© 2018 Cisco and/or its affiliates. All rights reserved.

The Messaging

Challenge

Page 20: © 2018 Cisco and/or its affiliates. All rights reserved....© 2018 Cisco and/or its affiliates. All rights reserved. Housekeeping Announcements During the webinar • Answer our pop

© 2018 Cisco and/or its affiliates. All rights reserved.

Messaging and Connected Home

Consumer to Business messaging for iOS

o Messages UX = familiar

o Extend with Apple Pay, attachments

o Private and secured

Consumer to Business messaging from corporate Facebook page

o Go where consumers are

o Tied to consumer identity

Apple Business Chat

Connected Home

Facebook Messenger

Consumer to Business built in to home environment

o Familiar and Convenient for consumers

o Why type when I can talk?

Page 21: © 2018 Cisco and/or its affiliates. All rights reserved....© 2018 Cisco and/or its affiliates. All rights reserved. Housekeeping Announcements During the webinar • Answer our pop

Personalized

customer journeys

Universal data

connectors

Advanced analytics

and reporting

Actionable insights

and intelligence

Journey Data

Platform

Page 22: © 2018 Cisco and/or its affiliates. All rights reserved....© 2018 Cisco and/or its affiliates. All rights reserved. Housekeeping Announcements During the webinar • Answer our pop

© 2018 Cisco and/or its affiliates. All rights reserved.

Our Partnership with Google

Page 23: © 2018 Cisco and/or its affiliates. All rights reserved....© 2018 Cisco and/or its affiliates. All rights reserved. Housekeeping Announcements During the webinar • Answer our pop

© 2018 Cisco and/or its affiliates. All rights reserved.

If you want Answers…

Begin the conversation

today!

Page 24: © 2018 Cisco and/or its affiliates. All rights reserved....© 2018 Cisco and/or its affiliates. All rights reserved. Housekeeping Announcements During the webinar • Answer our pop