Cisco Innovation, new way of thinking Customer Collaboration · • Enable proactive customer...
Transcript of Cisco Innovation, new way of thinking Customer Collaboration · • Enable proactive customer...
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Cisco Innovation, new way of thinking Customer CollaborationPhilippe Perin – CISCO Consulting System Engineer
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Agenda
• Precision Routing
• Social Miner
• Web 2.0 Cisco Cust. Collab overall Strategy
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UCCE Precision Routing
2011 CustomerCollaboration Partner Sales Summit
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Sales
Wealth
Sales
InsuranceSupport
Auto
Support
Mortgage
Predefined, static
skill groups to catch
macro skills. Infinite
combinations of
skill groups need to
be managed
Skill
Wealth
Sales
Skill
Insurance
Sales
Skill
Auto
Support
Skill
Mortgage
Support
Unique Resource
attributes are lost
during skill
mapping
Agent profiles are
locked into the
combination of
core attributes
Reporting is locked and
non-reactive
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Boat
English
Certified Any
Boat
English
Up Sell Cross Sell
Boat
Spanish
Up Sell Cross Sell
Boat
Spanish
Certified
Boat
English
Certified
Boat
Spanish
Certified Any
Home
English
Certified Any
Home
Spanish
Up Sell Cross Sell
Home
English
Up Sell Cross Sell
Auto
Spanish
Certified
Auto
English
Certified
Home
Spanish
Certified Any
Home
English
Certified
Auto
Spanish
Up Sell Cross Sell
Auto
English
Up Sell Cross Sell
Auto
Spanish
Certified Any
Auto
English
Certified Any
Home
Spanish
Certified
Jen
English
Auto
Home
Boat
Up Sell Cross Sell
Certified
Sam
English
Auto
Boat
Up Sell Cross Sell
Certified
John
English
Spanish
Auto
Home
Up Sell Cross Sell
Not Certified
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IntentProduct Language
Core Attributes
Entitlement ExperienceRiskSpecial
CareEmotionRelationship
Extended Attributes
Customer Insight
(CTI, Portals, Social Media)
Public / Private
Social Identity
Enterprise
Communication
Profile
Knowledge /
Shared Content
Enterprise
Directories and
Application Profiles
Customer Attributes
Resource Attributes
Precision RoutingMultiple Attributes Match
Find Most Proficient Agent
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Usability-Focused Foundation
Relationship
Intent
Experience
Knowledge
Emotion
Out of the box historical
and real-time reportingMinimal learning curve
Business relevant
metrics
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Mary’s Attributes
Fluent in English
Cert. to sell Home Ins.
Fluent in English
Cert. to sell Home Ins.
Cert. to sell Auto Ins.
• Fluent in English
• Cert. to sell Auto Ins.
Precision Routing
HR
Database
API
EnglishAuto
Insurance
Sales
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Cisco SocialMiner
2011 CustomerCollaboration Partner Sales Summit
Overview
• Enable proactive customer service by queuing and assigning social web posts to appropriate staff
• Complement brand monitoring dashboards
Cisco SocialMiner
Features
Real-time capture of social media postings
Social media campaign management
Route and queue contacts to experts
Tagging
Social Screen Pop
Real-time Notifications via Instant Message, Email, and Text
Social media customer care metrics
Rich set of Platform API’s for customization
1. Capture
2. Analyze & Prioritize
3. Communication Workflow
4. AssignCustomer
Airline lost my luggage!
Social MediaCustomer Care Agent
5. Engage
Cisco SocialMinerSocial Media Customer Care
Cisco
SocialMiner
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All-in-one Software Appliance
Linux Operation System
Apache Tomcat Web Server
Cassandra Datastore
Informix Reporting Database
Web Services
Gadget Container
Cisco Application Interfaces
Virtualization
Cisco SocialMiner Services•Runtime•Datastore•Reporting Database•Indexer•Eventing
External Services•SMTP Mail Service Interface•XMPP Interface•Active Directory
Standard Server Hardware
SocialMiner Gadgets
Cisco Provided OVF Template (Required)
Any Server Platform
Gadget Container
REST APIs
OpenSocial Gadgets
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SocialMiner Capture
RSS
REST API for
Custom Feeds
Cisco SocialMiner
Notification services•XMPP/Jabber
•SMTP Email and SMS
•HTTP
Reporting Services•Cisco Unified
Intelligence Center
Publication Services•RSS
Authentication Services•Active Directory
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• Features
Configure feeds from various sources of user generated contact web sites
Group feeds into “campaigns” to monitor social contacts
Trainable filters to sort social contacts
• Benefits
Consolidated list of prioritized opportunities for engagement across all social media sites
Distinct campaigns for different products/purposes
Product A, Product B, Product C
Customer Service, Sales
Customers, Partners, Analysts
Define
CapturePrioritize
Engage
Campaign
Management
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• 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
*Future release
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• Feature
Detailed metrics on social media customer care activities
Campaign reports
Team reports
• Benefit
Measure work and results
Manage to service level goals
Support brand management
Optimize staffing
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• Features
Integration with Quad, Show and Share, Pulse, and Cisco unified communications solutions
Lower cost of ownership with out-of-the-box integration between collaboration technologies
Consistent user and administration experience
• Benefits
Access to efficient and effective internal collaboration tools help agents serve customers better
Easy to maintain with existing IT personnel
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•Capabilities
•Filter Social Contacts from entering campaign
•Tag Social Contacts
•Change the content of social contacts
* File must be in Groovy script.
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• Script sends Twitter Username to Klout, receives Klout Score, applies score as tag
• Script also filters out any contacts with score less than 20
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•Automatic URL capture and feed creation
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Cisco Web 2.0 Strategy
2011 CustomerCollaboration Partner Sales Summit
Product Manager, SocialMiner
Emmanual Badoo
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Finesse Architecture
Finesse Web
Services
Web 2.0 Desktop Server
Finesse DesktopGadgets Container
Finesse DB
Configuration Data
Configuration Data
Agent desktop Gadgets
Agent Web Service Methods & Events
Request/Response
Events
CTI Server CCE
Finesse ProxyAgent Web Service Methods & Events
Agent Desktop gadgets
FinesseNotification Service
Agent Desktop
3rd PartyApp
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Open Social Gadgets“Mini-website” inserted into a larger web-page. HTML and JavaScript within an XML wrapper.
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Creating Gadgetshttp://code.google.com/apis/gadgets/docs/gs.html
<?xml version="1.0" encoding="UTF-8" ?>
<Module>
<ModulePrefs title="hello world example"
/>
<Content type="html">
<![CDATA[ Hello, world! ]]>
</Content>
</Module>
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Cisco Finesse Web Services – REST APICommands sent by URL and responses in name/value pairs
Cisco FinesseWeb Services
{ "response":"success",
"queue": {
"numAgentsSignedIn":45,
"numAgentsTalking":15,
"numAgentsReady":18,
"numAgentsNotReady":9,} }
http://cceserver/QueueService/Queue/<QueueName>/statistics
Web Services
Response Data
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Quality
Monitoring
Workforce
ManagementCompliance
Cisco Partner Applications
Speech/
Behavioral
Analytics
MediaSense Services
Network Elements
SAN
• Metadata DB
• Export / Transcode
• Tagging
Sessio
nM
an
ag
em
en
t
Open Web 2.0 APIs
CUBE
Cisco Infrastructure
• Capture
• Storage
• Streaming
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Cisco VXI Architecture for Contact Centers : Desktop Virtualization
WAN, LAN
• Wired and
wireless
• Power over
Ethernet
• Security
• Application
optimization
• Load balancing
(VXC 2111, VXC 2211)
** requires Cisco IP
HardPhoneCompute Storage
Data Center Network
UCCE with Finesse, CVP
(includes CC Reporting,
Provisioning, CC Management Suite)
VMware vSphere/ESX
VMware View
Virtualization-Aware
Borderless Network
Virtualized
Data CenterVirtualized
Collaborative Workspace
Wyse/iGEL/DevonIT
** Not committed
Zero (Fixed)
Clients
Thin Clients
Cisco IP HardPhone
VXI works with CIUS, Workforce Optimization applications, Finesse, CUIC, SocialMiner, and MediaSense all
working as a cohesive solution enabling a contact center to most effectively serve its customersVXI works with
CIUS, Workforce Optimization applications, Finesse, CUIC, SocialMiner, and MediaSense all working as a
cohesive solution enabling a contact center to most effectively serve its customers
Thank you.