building a collaborative relationship with your customers
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Connecting with Your Customers: Omni-Channel Customer Service
Shawn Cardinal – Cisco Collaboration CSE
Cisco Confidential 3 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Introduction
Today’s Contact Center
Today’s Customer
Customer Collaboration with Omnichannel
What is Omnichannel?
Features and Services
Summary
What’s next for you?
Session Outline
Cisco Confidential 4 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Call Centers
Basic call control: ACD and call queuing
Contact Center
Additional Channels: email and chat
Customer Collaboration
Omnichannel experience
Connecting with customers like never before!
Evolution of Customer Collaboration
Cisco Confidential 5 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
The Customer is Changing
Cisco Confidential 6 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Customers are Moving Online
• Self service
• Crowd sourced
• Web and email
Cisco Confidential 7 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
At any time, in any location, and on any device
Customers want to be taken care of Yesterday’s solutions aren’t enough
Cisco Confidential 8 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Double-Digit Growth in Mobile Banking
US grew from 21% in 2011 to 32% in 2013
“In June 2013, the bank reached
a key tipping point with the
number of customers using their
smartphone or tablet for mobile
banking outnumbering those
using traditional internet banking
for the first time.”
ASB, New Zealand
2013 Annual Report Source: Bain/Research Now US NPS surveys, 2012 (n=74,700) and 2011 (n=68,000)
Cisco Confidential 9 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
The Challenges
Delivering a Seamless and
Personalized Customer
Experience Across Multiple
Channels
Improve Time to Closure…
Faster Than Today
Enable Secure Collaboration and
Ability to Close Business Across
Multiple Channels
Cisco Confidential 10 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Next-Generation Contact Centers Will Have Several Important Characteristics:
• Multichannel
• Multiplatform
• Multimedia
• Social media fluent
Next-Generation Contact Centers
Source: Forrester Consulting, Next-Generation Contact Centers Must Become Relationship Platforms (February 2011)
Cisco Confidential 11 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Agent Interactions Are Becoming More Advanced
Longer, More Interactive Calls
Calls That Can’t be Scripted
Expectation Agent is
Knowledgeable
Cisco Confidential 12 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Agent Software Evolution
Agents need just-in-time data
Agent tools need to support dynamic work practices
Traditional metrics aren’t as meaningful
Tools and Staffing Will Need to Adapt
Agent Staffing Evolution
Agents as relationship managers
Agents require a broader set of skills and better training
Agent retention even more important
Cisco Confidential 13 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Omnichannel
Customer Collaboration
Cisco Confidential 14 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Definition of Omnichannel
Omnichannel is a B2C strategy taken by an institution to better engage the Customer, enabling an optimal Customer Experience
The Customer chooses how they will interact with the institution and on which channel (perhaps using multiple channels for one interaction)
Ultimately, customers and business can effectively collaborate and build solid relationships.
Cisco Confidential 15 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Omni-Channel Customer Collaboration
Contact Center Platforms
VIDEO MOBILE SOCIAL
ADVANCED
SOLUTIONS
EMAIL,
WEB, CHAT
Cisco Confidential 16 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Omni-Channel
Contact Center Platforms
ADVANCED
SOLUTIONS
VIDEO
EMAIL,
WEB, CHAT
Email Interaction Manger
Web Interaction Manger
MOBILE SOCIAL
Cisco Confidential 17 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Email Interaction Manager
Cisco Confidential 18 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Web Interaction Manager
Cisco Confidential 19 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Cisco Finesse Integration
Cisco Confidential 20 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Omni-Channel Customer Collaboration
Contact Center Platforms
VIDEO
SocialMiner
MOBILE SOCIAL
ADVANCED
SOLUTIONS
EMAIL,
WEB, CHAT
Cisco Confidential 21 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Cisco SocialMiner
Social Media Customer Care Agent
Cisco SocialMiner
Capture
Analyze and Prioritize
Communication Workflow
Assign
Engage Customer
Cisco Confidential 23 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Queue Contacts for Experts
• Features Easy-to-use web gadget to reserve and dispatch work
Pick style work assignment
State management for social contacts*
• Benefits Scale social media team activities
Automated distribution of work improves efficiency and effectiveness of social media engagement
Flexible assignment models and approval queues expands participation
Classify Contact
Queue
Assign
Cisco Confidential 24 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Omni-Channel Customer Collaboration
Contact Center Platforms
VIDEO
Remote Expert
MOBILE SOCIAL
ADVANCED
SOLUTIONS
EMAIL,
WEB, CHAT
Cisco Confidential 25 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Remote Expert
Intelligently Routes to First Available and Best Expert
• See the message
• Video chats with expert
• Video chats with expert
• Jabber guest
• Video chats with expert
• Makes the purchase
Public Home Branch/Store
Video Chat Now!
Video Chat Now!
You Can Afford that RV!
Let us show you how
Video Chat Now!
Francisco
Finance
EX90Kiosk Mobile Immersive
Cisco Confidential 26 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Jabber Guest Browser Experience
• Video
Point-to-point video via Plugin (H.264 AVC)
Point to video conference
• Mid-call control
Keypad
Mute audio or video
Full-screen
Camera or audio device selection
Self-view
• Call control – WebRTC Standard (ROAP)
• Media
Browser plug-in (desktop web)
Future – WebRTC for media
User Experience
Cisco Confidential 27 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Omni-Channel Customer Collaboration
Contact Center Platforms
VIDEO MOBILE SOCIAL
Agent Request
ADVANCED
SOLUTIONS
EMAIL,
WEB, CHAT
Cisco Confidential 28 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Agent Request API
New in Contact Center Enterprise 10.0
1. Customer uses app for self-service unsuccessfully
2. Live agent support request with data
3. Contextual customer data analysis
4. Best agent identified
5. Callback offered in app
REST API on
UCCE Platform
Precision Routing
Work Assignment
Finesse Desktop Agent
Controls With
Customer Context
Cisco Confidential 29 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Omni-Channel Customer Collaboration
Contact Center Platforms
VIDEO
Mobile Advisor
MOBILE SOCIAL
ADVANCED
SOLUTIONS
EMAIL,
WEB, CHAT
Cisco Confidential 30 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Mobile Advisor Live Assist Experience
LIVE ASSIST USE CASE
Agent Receives Context on User and
Screen Share
Simple and Efficient Real-Time Assistance
Voice/Video Overlay
Immediately
One Click to Access Live Assist
Customer Browses Website or Mobile
App
Agent Co-Browses, Pushes Content, and Annotates to
Assist
Agent Resolves Issues and User is Educated; Session
is Tagged
Cisco Confidential 31 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Share and Jointly Control Screen (Co-Browse)
Draw and Annotate to Educate
Capture User Context (Profile, Online Activity)
Live Assist Agent View
Integration With CC/UC Infrastructure and SIP Endpoints
Content Push (Docs, Links, Videos,
Apps, Visual IVR)
Session Teaching for Audit and Search
Voice or Video Chat with
Movable Window
Cisco Confidential 32 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Omni-Channel Customer Collaboration
Contact Center Platforms
MOBILE VIDEO
SOCIAL
Email Interaction Manger
Web Interaction Manger
SocialMiner
Remote Expert
Agent Request
Mobile Advisor
ADVANCED
SOLUTIONS
EMAIL,
WEB, CHAT
Cisco Confidential 33 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Omni-Channel Reporting within Unified Intelligence Centre
Cisco Confidential 34 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Summary
Cisco Confidential 35 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Customer Experience
Discover Who can BEST fulfill my need?
Brand, Advertising, Social Networks,
NPS
Enter Where am I and how do I connect? MULTICHANNEL– is the channel
available for the customer
Engage OMNICHANNEL – customer ability to
seamlessly switch / add channels
Can I get what I want the way I want
to?
Exit
Did I get what I wanted? Did we effectively upsell / cross sell /
improve the customer relationship?
Reflect Omnianalyitics – capture data and
apply to current interactions
Did my perception of the brand
improve?
Institution
Cisco Confidential 36 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
At any time, in any location, and on any device
Take care of your customers… Omnichannel
THANK YOU
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