Contact Center

Collaboration Accelerator Sales Training

Chandra Herawan
Collaboration Lead Cisco Systems Indonesia
September, 2019
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 Perspective on CX

“By 2020 customers are going to make their buying

Changing buying
decisions based on customer experience – not
behaviours product, not price”
Gartner

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 The world has changed!

1999
Backstreet Boys “Millennium” album debut
Cost: $14.99 = 11 songs

2019
Unlimited access to 30 million+ songs on demand,
Cost = $7.99 per month
But the Backstreet boys are “back”!

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 Customer engagement: the success differentiator

Promises Promises
Made Delivered
(Contact Center) (The Business)

Creating stronger human experiences

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
We Start From
A Position of Strength

3.6M #1 #2
Global Agents Market Share Market Share
North American Globally
 FY19 showed big contact center momentum in APJC

35% Fastest Cognitive Investing

YoY Growth | APJC Growing Innovative & for Your Success
Architecture Intelligent

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Anatomy of Customer Experience (CX)

1. Ease of
resolution
(customer
effort)

Customer
Experience

3. Ease of
contact 2. Agent
(choice & knowledge
accessibility)

Source: Customer experience benchmarking report

2019 – Dimension data
BRKCCT-1003 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 9
Digital proliferation is the catalyst for Omni-channel
Customer engagement

Universal / Omni Channel License

Cisco View on Omnichannel

A customer relationship strategy

where the customer is the
ultimate center of all interaction
channels; decides how, when,
and where to communicate with
your organization and expects a
simple, transparent experience

Source: Gartner
 A Rich Contact Center Portfolio

Unified Unified Hosted Collaboration Webex Contact Center

Contact Center Contact Center Solution
Express Enterprise for Contact Center

• Small/Medium • Large Enterprises • Large Enterprises • Native cloud solution

Business
• Up to 24,000 agents • Up to 24,000 agents • Cisco Hosted
• Up to 400 agents • Up to 35,000 agents
• Complex deployments • Partner Hosted
• Easy to buy, deploy and
manage

Common Licensing with Contact Center Flex Plan

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 Cloud contact center
2018 2023
Global TAM 2023
Cloud agents 2.0M 4.9M
2.5X

Penetration 12% 34%

3X

$10B Revenues $3.0B

3.3X
$10B

ASP $122 $167

(agent per month) +37%

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 Show me the money
Flex Contact Center

Flex Cloud Calling

Flex Prem
SWSS

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 One Webex Platform

Meetings Calling Teams Jabber Devices Contact Center

Cisco Webex
 Webex Contact Center

Global Scale & Reach

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 North America
Europe
Australia & Japan

• EFT: November 2019

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
• GA: Q1 2020
 Deployment types for all customer solutions

On Premises Cloud Cloud

Connected

Market leading Innovation for Proven native

scalable any deployment cloud platform
contact center type
technology

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
© 2019 Cisco and/or
17 its affiliates. All rights reserved. Cisco Public
 Contact Centre

Powerful Capabilities
 Cognitive Collaboration for Contact Center
Customer Journey Analyzer for On-Premise Customers
Cloud analytics service for Cisco on-premises contact centers provides
data-driven insights on your customers’ end-to-end journey

Cisco Answers (Trials in Q4 CY2019)

Cloud-based “intelligent agent” (powered by Google AI) provides the
needed context to empower agents to deliver cognitive, personalized
and proactive care

Customer Virtual Assistant for Chat

AI-enabled BOT capabilities improve agent efficiency and deliver
enhanced self-service experiences to your customers

Conversational IVR
AI-enabled speech capabilities improve agent efficiency and deliver
enhanced self-service experiences to your customers
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 PCCE
One interface to rule them ALL only

CCE

CVP

Finesse

IdS

ECE

VVB ü Single Pane of Glass

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20
 The New 12.0 Experience

Agent Supervisor Admin

Finesse Team
messages PCCE Single
Pane of Glass
Multi-Channel
Multi-site
supervisors CUIC

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
21
 Enterprise Chat and Email 12.0
Platform Enhancement Advanced Digital Multitasking
• Geographic redundancy Pick, Pull tasks from queue
• Agent UX enhancements Pick from agent
• Server side REST APIs
Pick, Pull while on voice call

Pick beyond task limit

Transfer task back to queue

Pick / Pull / Transfer Reports

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 22
 Business Insights via Analyzer
DATA-DRIVEN CLOUD FIRST,
COGNITIVE EXPERIENCES NOT ONLY
Abandoned Contacts

Out of box Business Metrics

Business metrics dashboard via
Analyzer (cloud connect)

• Abandoned Contacts
- Dashboard of abandoned contacts
(with ANI/DNIS) and where (self
service or Queue) it was abandoned

• CX KPIs – CSAT, NPS, CES

- Consolidated average CX KPIs at the
organization/site level

• Upsell/Cross Sell metrics

- Out of box standard way of way to
merge CRM & contact center data

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
BRKCCT-1051 23
 Customer Virtual Assistant
DATA-DRIVEN
COGNITIVE EXPERIENCES
SELF SERVICE

TLS SIP HTTPS

Customer CVP, VVB Cloud-based

Speech Engine
Escalate to
Agent

Use Case #1 Use Case #2

Conversation media routed to Each sentence streamed to Speech
Speech engine. Business logic, engine, and Intent received. Business
Intent handling done on Cloud logic, Intent handling done on-Prem

Agent on CCE
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
BRKCCT-1051 24
VIDEO: Cisco Answers or Vision
Clip (depending on time)
 Expanding the portfolio

35% Fastest Cognitive Investing

for Your Success
YoY Growth | APJC Growing Architecture Innovative & Intelligent

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 Problem: no awareness outside contact center
EMAIL WEB SELF-SERVICE OFFERS

PAID CONTENT WEBSITES / LANDING PAGES COMMUNITY EMAIL

WEBSITE

SEARCH SOCIAL MEDIA CHAT LOYALTY PROGRAM

AWARE
MOBILE APP
ONLINE DISPLAY 3RD PARTY SITES SOCIAL SURVEY

NOT
NOT AWARE
AWARENESS CONSIDERATION PURCHASE SERVICE EXPANSION

WORD-OF-MOUTH

RADIO / PRINT DIRECT MAIL SALES REP CALL CENTER / IVR MAILINGS
TV / OUTDOOR

PR

CALL CENTER OFFERS IN INVOICE

Contact Center
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
+
 Gives us access to the entire customer journey
EMAIL WEB SELF-SERVICE OFFERS

PAID CONTENT WEBSITES / LANDING PAGES COMMUNITY EMAIL

WEBSITE

SEARCH SOCIAL MEDIA CHAT LOYALTY PROGRAM

MOBILE APP
ONLINE DISPLAY 3RD PARTY SITES SOCIAL SURVEY

AWARENESS CONSIDERATION PURCHASE SERVICE EXPANSION

WORD-OF-MOUTH

RADIO / PRINT DIRECT MAIL SALES REP CALL CENTER / IVR MAILINGS
TV / OUTDOOR

PR

CALL CENTER OFFERS IN INVOICE

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 Cisco + CloudCherry

Lets Take a Look

VIDEO: Cloud Cherry
 Competition: sell the single Webex platform

Cloud Offer

Calling Meetings Teams Contact Center

Own Partner Gap

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 We’re SET Let’s do this!

1 2 3
Every customer Ride the industry We are ready to
is a Contact transition - $$$$ compete with
Center prospect in your pocket great attach
motions

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 Cisco APJC
Contact Center
Symposium 2019

Where: Sheraton Grand, Sydney, Australia

Cisco APJC When: Nov 12 - 13, 2019

Contact Center Audience: Contact Center Partners and Service Providers, Analysts,
Consultants

Symposium 2019 Format: General Sessions, Technical Breakout Sessions,

Solution Plus Partner Exhibits, Networking Events

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