cisco web ex создание центра технической поддержки
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1© 2008 WebEx Communications, Inc. All rights reserved. Cisco ConfidentialPresentation_ID
Полное интернет - решение для службы поддержки
Создание сервисной службы на базе Cisco WebEx
2© 2008 WebEx Communications, Inc. All rights reserved. Cisco ConfidentialPresentation_ID
Ожидания клиентов
В любое месте, в любое время
Возможность разобраться самостоятельно или с помощью специалиста
Адекватная квалификация специалистов
Безопасность и конфиденциальность
3© 2008 WebEx Communications, Inc. All rights reserved. Cisco ConfidentialPresentation_ID
Инструменты
Электронная почта
Службы мгновенных сообщений
Удаленный контроль
Телефонная и VoIP - связь
Интернет – сайт компании
- База знаний
- Форумы
- Веб-формы
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Дополнительные сложности
Специалисты мобильны
Центральный офис
Отделение
Домашний офис
Узкая квалификация специалистов
Разнообразие клиентских платформ
Windows, Mac, Linux
Internet Explorer, Firefox, Safari
Средства безопасности
Сетевые фильтры
Прокси-серверы
Защищенный доступ (VPN)
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Недовольство клиентов Много времени на решение проблемы
Высокая стоимостьобслуживания
Результат
В конце концов потеря
Клиентов
Доходов
Возможностей для бизнеса
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Модель SaaS
Возможности Преимущества
Подписка на месяцПредсказуемые и контролируемые расходы
Доступ с любого компьютера, подсоединенного к Интернет
Нет необходимости инвестировать в инфраструктуру
Веб-технологии клиентских приложений
Автоматическая установка и управление
Технология ―Pull‖Не зависит от средств обеспечения безопасности
Зашифрованное соединение (SSL)
Клиентские данные в безопасности
Преимущества интернет-решений «по-требованию»
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Cisco WebEx
Пятое поколение архитектуры «MediaTone»
10 лет инвестиций в технологии
$180 миллионов вложено в НИОКР
2000 человеко-лет работы
99.99%+ доступность
36 взаимодействующих кластеров по всему миру
Наиболее безопасная, надежная и масштабируемая платформа «по-требованию» в мире.
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Пользователи WebEx по всему мируhttp://www.webex.com/activity-map.html
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Почему Cisco WebEx
Быстрое внедрение
Поддержка удаленных пользователей в любое время, в любом месте
Высокий уровень репутации
Безопасная, масштабируемая и надежная платформа
Низкая общая стоимость эксплуатации
10© 2008 WebEx Communications, Inc. All rights reserved. Cisco ConfidentialPresentation_ID
Полное решение для сервисной службы
Remote Support Remote AccessSystemManagement
Service Desk
Уделенная помощь быстро, недорого, эффективно
Удаленное управление компьютерами через Интернет
Управление установкой программ, вирусной защитой и резервным копированием
Полный процесс управлениея сервисными запросами
Unified Collaboration Services
Сервисный центр WebEx
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Сервисный центр Cisco WebEx
Удаленная поддержка по-требованию в любом месте
Единое решение чтоб «говорить» и «видеть»
Не требует инсталляции
Доступно при наличии Интернет независимо от сетевых фильтров
В любое время и в любом месте
Специально для сервисного обслуживания
WebACD для маршрутизации обращений
Удаленный контроль для немедленной помощи
Возможность перенаправить вызов или пригласить эксперта для помощи в сложной проблеме
Панель управления и инструменты для контроля ситуации в реальном времени
Удаленный сервис WebEx
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Кнопка помощи
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Автоматическое распределение вызовов
WebACD – одна из функций Сервисного центра WebEx
Сервисные запросы респределяются свободным операторам в соответствии с квалификацией
Гибкие правила распределения вызовов
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Рабочее место специалиста
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Инструменты удаленной помощи
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WebACD Monitor - Очереди
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WebACD Monitor - Операторы
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Отчетность
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Секция техподдержки Parature
Самообцлуживание, клиентский портал, база знаний, ведение запросов, управление контактами, каталог продуктов и еще...
Полностью интегрирован с сервисным центром WebEx
10 тесно интегрированных модулей
Ваши клиенты помогают себе сами
eKnowledge
eProduct
eReport
eSurvey
eTicket
Клиентский портал Секция техподдержкиЗапрос
Ваши специалисты решают проблемы
eActivity
eContact
eDownload
eForum
ePortal
Каналы связи для
технической
подержки
клиентов online
20© 2008 WebEx Communications, Inc. All rights reserved. Cisco ConfidentialPresentation_ID
Круглосуточный удаленный доступ к серверам
WebEx
Firewall Firewall
Клиент 1
Клиент 3
Клиент 4
Клиент 2
Домашний офис
Сервисный инженер
Удаленный офис
Эксперт
Сервисный инженер
Центральный офисIP Address
Телефонное подтверждение
Пароль
User Profile
Безопасный доступ к серверам 24х7 Увеличение времени бесперебойной работы Быстрое разрешение проблем
21© 2008 WebEx Communications, Inc. All rights reserved. Cisco ConfidentialPresentation_ID
Меньше стоимостьподдержки
Довольные клиенты Увеличение доходаот оказания услуг
Ваши цели достижимыс сервисным центром WebEx
Доступный сервис в любое время и везде
Полный спектр инструментов для качественного обслуживания клиентов
Довольные и лояльные клиенты
Соответствие высоким стандартам бесопасности
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webex.com
Вопросы?
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Appendix
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Annual TCO savings/desktop with WebEx
~ $2,200
Even higher for each laptop
Plus additional savings due to SaaS delivery
Annual Desktop System TCO
IT Operations
End-user Operations
IT Administration
Downtime
Hardware and Software
WebEx
$5,468 $3,279
$0
$1,000
$2,000
$3,000
$4,000
$5,000
$6,000
Unmanaged XP Well Managed XP (WebEx)
$143
$2,809
$428
$734
$1,354
$25
$1,202
$424
$382
$1,246
Source: Gartner Group (2005)
The Value of SaaS Predictable and lower cost of ownership
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WebEx Support Center
Remote (office)
Remote (hotel)
Remote (home)
Office 2
ManagementVisibility
DesktopProtection
Employee
Productivity
Corp IT Support
Headquarters
Internet
ComplianceServices
UptimeServices
Remote
Support
Services
WebEx Support Center
Office 1
Easy AssetTracking
CurrentProtection
DataRecovered
Automatically
Secure!
Always Up
LicenseCompliance
Cost-effective 24x7 Support
Closed Loop Incident
Management
WebEx System Management
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WebEx Support Center
1. Asset Management tracks all installed software and hardware automatically
2. Software Distributionreduces the cost software deployment
3. Patch Management ensures your customers’ systems are updated with latest Microsoft patches
4. Virus Protection secures customer's system from malicious attacks
5. Backup Managementsafeguards customers’ critical data
WebEx System Management
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WebEx Support Center WebEx System Management – integrated management visibility
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WebEx Support Center
WebEx
Firewall Firewall
Customer 1
Customer 3
Customer 4
Customer 2
Remote (home)
Technical Support
Representative (TSR)
Remote (office)
Subject Matter Expert
Technical Support
Representative (TSR)
Corporate (office)
Securely access unattended
computers – remotely
Deliver 24x7 support
Increase system uptime
IP Address
Phone Authentication
User ID/Password
User Profile
WebEx Remote Access – 24x7, unattended support
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eActivity (Activity Management)
Features
Calendar management
Task assignments
Automatic notifications
Benefits
Monitor all service desk related activities, such as case loads, meetings, and task assignments
Facilitate collaboration across teams and maximize productivity with integrated solutions to customer service
Ensure that tasks are completed on time and customers receive responses in an appropriate timeframe
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eContact (Relationship Management)
Features
Complete contact information
Account management capabilities
Define and implement service contracts
Benefits
Get instant visibility into all your support interactions anytime and anywhere
Increase productivity levels and service more customers faster with contact information at your fingertips
Confirm end-user identity and verify which users are authorized to receive support
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eDownload (Document Management)
Features
Include all file types and attachments
Easy configuration and file access
Set permissions for your downloadable files
Track download history
Benefits
Enable instant access to essential documents on your support site through Parature’s hosted helpdesk software
Offer end users audio or video files to assist in the resolution of support issues
Save time managing document distribution
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eKnowledge (Knowledge Management)
Features
Easy setup and implementation
Flexible article publishing workflow
Define permissions
Invite end-user participation
Benefits
Offer immediate support 24x7
Improve support team efficiency, reduce service requests and operating costs
End users can submit feedback and content evaluations
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ePortal (Self Service Portal)
Features
Customizable support portal
Tailor website access
Personalization options
Benefits
Offer 24x7 support from any web browser
Reduce the volume of support calls and improve customer satisfaction
Allow end users to choose how they will receive support by providing a multichannel online support solution
34© 2008 WebEx Communications, Inc. All rights reserved. Cisco ConfidentialPresentation_ID
eReport (Reporting Tool)
Features
Operational reporting
Multiple view options
Create flexible, custom reports
Benefits
Obtain a real-time snapshot of top problem areas, enabling you to reduce call volume by proactively resolving these issues
Determine the common service request channels used for logging issues to help align your resources to meet existing demands
Make certain all tasks are completed on time and customers receive responses in an appropriate timeframe
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eTicket (Incident Management)
Features
Ticket workflow management
Report on ticket analytics
Customize ticket structure and forms
Self service support
Benefits
Standardize complex processes to resolve issues quickly
Ensure issues are resolved in the appropriate amount of time
Measure ticket analytics to monitor the effectiveness of your team
Improve communication with your end users
36© 2008 WebEx Communications, Inc. All rights reserved. Cisco ConfidentialPresentation_ID
eProduct (Product Registry) {Enterprise edition}
Features
Product tracking
Product registration
Multiple views of product information
Product catalogs
Benefits
Filter the content your customer is able to view on your support portal based on the products they have purchased
Allow customers to easily register, view, and maintain all products they have purchased
Reduce overall volume of product-specific support requests by monitoring which products are associated with a high number of service tickets
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eForum (Forum Management) {Enterprise edition}
Features
Customizable setup
User alerts
Notifications and nightly digests
Facilitated moderation
Valued content point assignment
Benefits
Keep end users engaged and enable them to discuss new issues or existing topics
Deflect unnecessary service requests and reduce the overall volume of tickets
Discover which topics are significant to end users and use these to create relevant and timely support content
38© 2008 WebEx Communications, Inc. All rights reserved. Cisco ConfidentialPresentation_ID
eSurvey (Survey Management) {Enterprise edition}
Features
Survey creation tools
Multiple survey options
Reporting capabilities
Benefits
Use the Design Builder and multiple question types to quickly create and deploy surveys
Gather data from end users worldwide to use in reports or to export to other applications
Distribute surveys in multiple ways and tailor the message for specific user groups
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WebEx Support Center
Increase support representative productivity
Resolve issues faster by viewing customer’s desktop or application
Easily route or have subject matter experts join to assist in resolving difficult issues—enabling first-call resolution
Reduce costly onsite field visits
Enable closed-loop incident management from request to closure
Increase customer productivity
Provide increased service-level performance to your customers
Give customers the complete control with permission-based access
Track customer experience with post-session survey
Provide a secure session with your customer while removing challenging firewall access issues
WebEx Remote Support
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