cisco and egain
TRANSCRIPT
Cisco Confidential © 2013 Cisco and/or its affiliates. All rights reserved. 1
November 5, 2013
Cisco and eGain: The Power Couple for End-to-End Customer Collaboration
Rob Amster – Director, Americas Contact Center Sales
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• 51% research online and then buy
in store – Google 2012
• 32% research online, visit in store
and then buy online – Google 2012
• Multichannel customers spend
82% more than single channel
customers
• 84% want consistent service - get frustrated by fragmented journeys - Accenture
75% of RFPs
now Include Multichannel
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Visit posts by
other moms
Buy online
Look up FAQ
Video Chat for claims
Like the company’s Facebook
Page
Laura Andrews Age: 35
Busy Mom
“ Angie’s BigDeal is great for
insurance!
”
eGain Community
eGain Cobrowse
eGain Self Service
eGain SuperChat
eGain Social for Facebook
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Wave 2:
Relationship
Wave 1:
Cost
1980’s mid 1990’s 2005
Cisco enters the
Contact Center
market in ‘98
Markets first IP
Contact Center
in ‘02
Leaders quadrant
entry in Gartner’s
CC MQ ‘07
#2 market share in
North America ‘09
Wave 3:
Experience
2010+
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• In 2012 in NA, market share gap with Avaya reduced by 10.7 points
• In NA, <3% separates Cisco from Avaya
Source: Synergy
42.2% 37.6%
32.9%
24.2% 24.3% 30.3%
8.8% 11.0% 11.0%
14.4% 15.3% 11.7%
2.5% 3.5% 5.2%
0%
10%
20%
30%
40%
50%
2010 2011 2012
AC
D R
eve
nu
e M
arke
t Sh
are
Avaya Cisco Interactive Intelligence Aspect Mitel
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Call Center – Walled
Garden
CTI
IVR
Multi
Channel WFO ACD
Appliances
Contact Center as a
System
ACD
CTI
IVR WFO
Multi
Channel
Distributed Systems Services and Platforms
Contact Center as an Enterprise
Service
Infrastructure Services
Contact Center and Collab Services
Presentation & Apps
Cost Wave Relationship Wave Experience Wave
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2006 Cisco and eGain sign OEM partnership for Email and Chat embedded in UCCE
2006 2007 2008 2009 2010 2011 2012 2013
2007 First Customer Ship of OEM Mail and Chat
Dec 2012
Solutions Plus (VAR) Partnership Signed, OEM partnership renewed
~100 OEM
Customers **
Jun 2011 eGain for UCCX development started
~200 OEM
Customers **
Jan 2012 eGain for UCCX FCS
Mar 2012 Solutions Plus
discussions begin
Mar 2013 eGain for Cisco Solutions Plus+ FCS
Mar/Apr 2013 eGain/Cisco Joint GTM
2009
OEM partnership renewed
** eGain estimate based on license requests.
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• An OEM that’s sold as an option to UCCE
• Supports Email Response (EIM)
• Web Chat and Web Callback (WIM) interactions
• Assisted service solutions
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Experience
Relationship
Cost
Time
Traditional
Multichannel
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• Provides a more comprehensive Customer Engagement Platform across web and mobile with integrated knowledge management
• Includes strong sales and self service capabilities – along with assisted service capabilities
• Offers a knowledge base that can be leveraged across self and assisted service channels
• Cisco and eGain jointly go to market providing the best experience for customers and prospects
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Experience
Relationship
Cost
Customer
Engagement Wave 1:
Wave 3:
Wave 2:
Transactions Engagements Interactions
Convert Hot leads
Personalized Experience
Proactive Offers Chat Assistance
Click to Call – Phone, PC
Chat with Expert
Relevant Information in Context
Interactive Site Tour
Concierge Welcome Guided Advice
Intent-driven Search
Compare and Recommend
Resolve Escalations
Reduce Abandonment
Cobrowse – Onboarding
Paperless Notifications
Multichannel Service
Preference-based Content & Delivery
Self-service Assisted Service
GUIDE SELL SERVE
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Contact Center Infrastructure CRM Web Customer Service Apps
• Contact Center Enterprise • Customer Voice Portal • Integrated Routing and Reporting platform • Omnichannel platform • Ability to Execute
• Web Self-Service • Social Experience • Mobile Experience • Multichannel Collaboration • Knowledge Base • Guided Help
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Contact Center Infrastructure CRM Web Customer Service Apps
• Web 2.0 Desktop • Unified Media Routing • Unified Customer History • Common Knowledge Base • Unified Reporting • Unified Analytics
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• Latest Software from Two Market Leaders
• Universal Queue
• Integrated Reporting
• Independent Lab Verification
• Certified Partner Implementation
• Support from Product Experts
Thank you.