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

Email

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