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Har du styr på denuforudsigelige kunderejse?Michael Ahrensburg – CSE

Christian Raahave - PSS

29 March 2017

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Web and “Mobile First”

Digital Customer

Experience Shift

“Low Effort”

Interactions

From “Reactive” to

“Proactive”

“Boundary-Crossing

Experiences”

Four Key Macro Trends in Customer Care

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Context Service Connecting Customer Journeys With Low Effort

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Typical Customer Purchase Journey

Explore Research Self-Serve Escalate Complete Enjoy

Social

Web

Mobile

Contact

Center

Brick & Mortar

Community

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Typical Customer Purchase Journey

Explore Research Self-Serve Escalate Complete Enjoy

Social

Web

Mobile

Contact

Center

Brick & Mortar

Community

- Disconnected

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“Only 3 percent of all companies can start a customer interaction on one channel and seamlessly move to another channel, while still maintaining all

the context of the previous interactions”

Forrester Research, May 2016

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Context ServiceContactCenter

Cisco Customer

Care Solutions

Customer Journey

Business Frontend

Customer Interface

Business Backend

Applications

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Bridge Context from All Channels

Customer Request

Mobile

Retail

Email

SMS

Social Media

PODPOD

IoE

PODPOD

Chat

Phone

POD

Cisco Customer

Collaboration SolutionsBusiness Applications

IVR

Agent

POD

Web

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POD for Incoming Calls

• Tags

• Notes

• IVR Menu Selected

• Caller Authenticated

POD for Mobile App Shopping

• Tags

• Products browsed

• Shopping Cart items

Design your POD by Business Workflow or Channel

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POD for Incoming Calls

• Tags

• Notes

• IVR Menu Selected

• Caller Authenticated

• Survey Score

POD for Mobile App Shopping

• Tags

• Products browsed

• Shopping Cart items

• Location

Modify POD design as your business evolves

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Building POD – Extend with new Fields & FieldSets

POD for Incoming Calls

Date Time 7 July 2016, 1:45pm

Media Type Voice

Tags Billing

Customer ID 453-545ab343e-44e3

Notes Billing question about

Link ID

IVR Menu Sales, Billing, 0

Authenticated Yes

Survey Score 6

POD for Mobile App Shopping

Date Time 7 July 2016, 1:45pm

Media Type Mobile

Tags Abandoned Cart

Customer ID 453-545ab343e-44e3

Browsing Mixer, Food Processor

Cart Ninja 2000

Location Cupertino, CA

Fixed Fields

Custom FieldSets

Additional Custom

FieldSets

Cisco Template

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Data Privacy & Security

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Why should you care about Data Privacy?

Customer Interest

Regulations

Corporate Confidentiality

Unauthorized Surveillance

Law Enforcement

Requests

Creepiness

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Flexible Data Privacy Model

Fixed Fields

Unencrypted

Visible to Cisco

Operational data

Custom Fields

PII

Encrypted

Not Visible to Cisco*

Non-PII

Encrypted

(Default)

Not Visible to Cisco*

Non-PII

Unencrypted

Visible to Cisco

*Requires KMS to be hosted by on business premises for complete isolation

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Keys hosted on separate Cisco Data Centers Future: Keys can be hosted on business premise

Lockdown Security

Cisco

CC apps

Context

Service

KMS

Custom

apps

Cisco

CC apps

Context

Service

KMS

Custom

apps

DYNAMICALLY

UPDATEON-PREMISES

SOFTWARE

WITHOUT

DOWNTIME

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No-Downtime Architecture

Loader and Proxy

Dynamically Loaded Code

Static Interface

Extension Interface

Cisco Contact Center

Application

Hybrid Cloud On-Premises Deployments

Check and download new version dynamically

Keep old code running for existing interactions

Load new code to run new interactions

Content

Update

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Context Service Developer Portal

Same APIs that are used to integrate Cisco apps with Context Service

• Getting Started guide with step by step instructions

• SDK guide with sample code

• SDK Download

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Getting Started with Context Service

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CCE/CCX v11.5 Out of box Integration

Platform Component Description

UCCE/PCCE/HCS CVP Call StudioScript nodes to look up customers and read

or write PODs with custom fields

UCCX CCX Script EditorSteps to look up customers and read or write

PODs with custom fields

UCCE/PCCE/HCS/UCCX FinesseGadget with customer interaction history,

search, open/recent list

UCCE/PCCE/HCS CCE Chat/Email (ECE)POD with fixed metadata for all email and

chat activities. Screen pop on agent desktop

UCCX CCX Chat/Email (SM)POD with fixed metadata for all email and

chat activities. Screen pop on agent desktop

UCCE/PCCE/HCS Task Routing API (SM)POD with fixed metadata for all tasks.

Gadget to Gadget API to show screen pop

Voic

eD

igital

Channels

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Start with Out of the Box Use Cases

• Omni-channel customer interaction history – voice, email, chat, task

• Deliver seamless experience for repeat calls or abandoned calls

• Pass context on channel switch to voice from email, chat or task

• Route based on customer sentiment from previous call

• Transfer data from IVR to Desktop

• Leverage Tags

Tag common issues

Route based on tags

Thank you.