context service overview march 2015. 2 © 2015 cisco and/or its affiliates. all rights reserved....
TRANSCRIPT
Context Service Overview
March 2015
2© 2015 Cisco and/or its affiliates. All rights reserved.
ConferencingUnifiedCommunications
CollaborationEndpoints
CustomerCollaboration
Cisco Collaboration Portfolio
3© 2015 Cisco and/or its affiliates. All rights reserved.
Businesses have little knowledge of their
previous interactions with consumers across
multiple channels
Consumer frustration Wasted
agent time Existing solutions are pricey, complex, or
proprietary
Business Challenges
4© 2015 Cisco and/or its affiliates. All rights reserved.
Context Service Cloud-based storage of customer interaction data
Mobile
IoE
Phone
IVR
Customer Journey
Enables a complete view of the customer journey
Better-informed agents provide a superior experience
Out-of-the-box Cisco platform integration
Open web interfaces enable partner applications
Cisco Customer Collaboration Platforms
Partner Applications
Web
Retail
SMS
Social Media
Chat
DeliverOmnichannelSeamlessly
5© 2015 Cisco and/or its affiliates. All rights reserved.
Context Service Data Handling
Customer Context
Mobile
Web
Retail
SMS
Social Media
PodPod
Phone
IoE
PodPod
Chat
Phone
POD
Cisco Customer Collaboration Platforms
Partner Applications
IVR
Agent
TagTag
POD
Out-of-the-Box With Cisco Customer Collaboration Platforms
Example Screen ShotActual version may differ
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Channel agnostic
Consumer “journeys”
SecureEasy
Context Service: Business Benefits
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Competitive offerings are based on on-premises technology that typically offer limited integration capabilities and are more expensive and difficult to implement than Cisco's Context Service.
Cisco offers out-of-the-box integration with Cisco Customer Collaboration platforms.
Context service offers open, standard web services APIs that enable businesses and Cisco partners to easily build value-add solutions such as analytics applications.
Cisco Differentiators
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Context Service: Summary
www.cisco.com/go/cc
Functionality
Key Customer / Partner Benefits
Omnichannel made
easy
Enhances Cisco contact center solutions
Runs on Cisco Intercloud
Supports traditional and new care channels
Interactions tagged for correlation, trending, analytics
Businesses control access to their data
Enables a complete view of the customer journey
Better-informed agents provide a superior experience
Supports seamless Omnichannel interactions
Open web interfaces enable partner applications
10© 2015 Cisco and/or its affiliates. All rights reserved.
Thank You