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DIGITIZED AGENTUSING DECISIONING TO ROUTE COMPLEXITY TO BEST AVAILABLE AGENT
Steve Power, Senior Director, Cisco Systems
FY16 Cisco Fast Facts
192 acquisitions since 1993
19,000+ patents
Revenue: $49.2B3% Y-Y Growth
#1 or #2 in most market
segments we serve
70,000+ employees
Total Cash:$65.8B
60,000+ channel partners 24,000
engineers (35% of our workforce)
Product Revenue:$37.2B
480 global sites doing business in
165+ countries
Services Revenue:
$11.9B
Customers Rely on Cisco for Innovation
1999IP Telephony
Patent
2011ASR 9000 Series(1st Terabit-router)
2013Network
Convergence System (Planet’s Fastest Router)
2014Application-
Centric Infrastructure
2006TelePresence
1992Groundbreaking Interior Gateway Routing Protocol
patent
2008Collaboration
Portfolio
19941st major supplier of multiprotocol
products awarded ISO 9001 cert.
2009UCS
19981st small office / home / telecommuting cable
modem
2004Cisco Carrier
Routing System (CRS-1)
19861st multi-protocol
router, the Advanced Gateway Server
2014Advanced Malware
Protection (AMP) Everywhere
1989Border Gateway
Protocol (BGP) for Service Providers
20051st Multiservice Firewall (ASA)
2016Tetration Analytics
2017Cisco Spark Board
Market Leadership Matters
#1SP Routing
47%
#1Access Routing
81%
#1Telepresence
53%
#1Wireless LAN
46%
#1Switching modular & fixed managed
60%
#1Voice 43%
#1SaaS Web
Conferencing 53%
#2x86 Blade Servers 30%
#1Storage Area
Networks46%
#1Network Security 29%
Customer and Partner Services Shared Services in Numbers
90% of Orders Booked in Less Than 8 Hours
Running 190Manual Compensation
Programs
2,000 HeadcountIn 46 Countries, ProvidingTargetted Support to 850
Customers and 890 Partners
150K rulesMaintained for Sales
Compensation
2M OrdersBooked/Year
3MCases/Year
48.5MTranslated Words
across 16 Languages
375K loans of 5,400 Product IDs for
Customer Site Demos
3 BPO Partners 2,000 AgentsSupporting all Customers and Partners
Sales Support (pre-sales, quote, comp)for 20,000 Sales employees
Digitizing Customer Service
Save to Invest
Phase 1 Phase 2Expand the Experience
Phase 3Enable Business
I notice … the agents know about me and my business
Intelligent Routing
End-to-End Outcomes
I notice … my Customer Experience
has greatly improved
I notice … I can get Real time
updates on my case status
Intelligent Dashboard
I notice … the internal
operations are more streamlined
Control Center
I notice … the agents I talk to understand
my request
Reinvest in People Skills
I notice … my cases are starting
to be automatically handled within minutes
Process Automation
Phase 1: Progress So Far
18Processes
1,527,000 Digitized Cases
per year
33% Cost
Savings
Process Automation & Re-Invest in People Skills
50% Back Office Agents
350% Front Office Agents
50% 700% Back Office Agents
Phase 2: Expand Experience
Engage
1 2 3 4
Capture Intent Intelligent Routing Digitized Execution
Chat
Phone
Web Portal
No TouchFull Automation
How can I help you? What’s the best way to solve the problem?
Automation Enabled
Guided Workflow
Intelligent Dashboard
Leveraging Decisioning: Why Email Bots?
I am a seller—I have a question… I have no time to figure this out Agent – what is this request?
Where do I raise the case?… Queue…
Portal… Case Type…??
Agents spend 4.5 min to read email and route
(~20% of cases)
Send
Email!
Leveraging Decisioning: How the Email Bot Works
FromAddress
ToAddress
Subject(Text)
Body(Text)
Intercept email and scan with Text
Analytics
SFDC Queue/Group• Cs + Americas
• Data management specialist
• One public sector
• Operations advisor and BI
• Order management
• Roc-Amer-post sales
• Roc-Amer-services
• Sales support Americas
Pega Decision Hub
Leveraging Decisioning: Allocated Queue Accuracy
Self Learning
• Add additional attributes
• Use feedback loop
Wash, Rinse, Repeat
• Right data training set
• multiple iterative simulations
81%80% 71%
Human Routing
Business Threshold
ProductionAccuracy
Data Management Specialist
CS+ Americas
Order Management
ROC AMER Services
89% 85%70%
94%91%0%
0% 89% 84%
Intelligent Routing: Target Business Outcomes
Dynamic Case Resolution Time
Variable Promise to Resolve vs Fixed SLA
Delight Your Customers
Differentiated experience based on Customer Value
MoreProductivity
Reduce Queue WaitTime From 3.4 Hours to
<5 Minutes
Best Available Agent
Based on Skills, Availability and Customer Value
Intelligent Routing: Defining Best Available Agent
How do I decide value of a customer?
Which Agent is best?
How can I optimize my resource pool ?
How do upskill my agents?
Propose and Test Business Strategies –Opinion and Experience can impede progress!
Intelligent Routing: Executing Strategies
Promise to Resolve
AgentAssignment
Decision Management System
Decision Hub
Value of Customer
Case Complexity
Customer Affinity
Agent Availability
Agent Workload
Agent Skillset
Intelligent Routing: Path to Production
Data Sourcingand Modelling
Identify Data Sources
Leverage Case History
Build Workforce Management Tool
DesignBusiness Strategies about Customer Value and Agent
utilization
SimulateProof of Concept
Test Model and Assumption
Measure Success Metrics and Evaluate ROI Against
Benchmark
Implement and ScaleArt of Practical
Refine, Re-weight Criteria
Fine Tune Data Model
Initiate Scaled Execution
Intelligent Routing: Learnings so Far
• Simplified pilot insufficient for picking ‘best fit’ agent
• Operational alignment onrouting strategies
• Decision Hub for case routing decisions
• Agent Unified Worklist
• PEGA-SFDC UCRM integration
Success Challenge / Issues