© 2018 cisco and/or its affiliates. all rights reserved....© 2018 cisco and/or its affiliates. all...
TRANSCRIPT
© 2018 Cisco and/or its affiliates. All rights reserved.
© 2018 Cisco and/or its affiliates. All rights reserved.
Housekeeping Announcements
Session format :
Presentation (50 minutes) and Q&A (10 minutes)
During the webinar
• View this webinar in full screen mode
for the best experience!
• In the top right corner, click on
to go into full screen.
© 2018 Cisco and/or its affiliates. All rights reserved.
Housekeeping Announcements
During the webinar
• Answer our pop quiz via Polling to win
prizes!
• Ask questions via Q&A. Our Experts
will be answering your questions live,
and select questions will be answered
at the end of the session!
Session format :
Presentation (50 minutes) and Q&A (10 minutes)
© 2018 Cisco and/or its affiliates. All rights reserved.
Housekeeping Announcements
After the webinar
• This session is recorded.
• Slides will be shared after the
event.
• Complete our post-event survey
sent to you after the webinar and you could win a
Session format :
Presentation (50 minutes) and Q&A (10 minutes)
© 2018 Cisco and/or its affiliates. All rights reserved.
Trends
Journeys
<3% of contact centers used AI in 2017*
<6% using Robotic Process Automation*
33% plan to strategically invest by 2019**
CC Leaders believe in Intelligence
* Saddletree Research
** Deloitte
© 2018 Cisco and/or its affiliates. All rights reserved.
It’s a journey
"By 2020 customers are going
to make their buying decisions
based on customer experience
-not product, not price."Gartner
© 2018 Cisco and/or its affiliates. All rights reserved.
GET COFFEE ON US!
5 WINNERS WILL BE SELECTED TO RECEIVE COFFEE GIFT CARDS!
Level of difficulty
By 2020, customers are going to make their buying decisions based on:
1. Product Variety
2. Price Competitiveness
3. Customer Experience
© 2018 Cisco and/or its affiliates. All rights reserved.
Data
Customer journey
The Evolution of Customer CareBetter Customer Journeys = Better Business Outcomes
© 2018 Cisco and/or its affiliates. All rights reserved.
KEEP ON LEARNING!
2 WINNERS WILL BE SELECTED TO RECEIVE ONLINE COURSE VOUCHERS
ON UDEMY!
Level of difficulty
Cisco’s Customer Journey Solutions enables customer experiences to be
1. Reactive, Contextual, Suggestive & Insensitive
2. Reactive, Unrelated, Suggestive & Predictive
3. Reactive, Disconnected, Suggestive & Predictive
4. Reactive, Contextual, Suggestive & Predictive
© 2018 Cisco and/or its affiliates. All rights reserved.
Cisco’s path forwardCognitive, collaborative customer journey solutions at secure global scale
Cisco full stack portfolio integration
Data-driven and intelligent
Global cloud footprint
Unified and open platform
Graceful cloud migration
© 2018 Cisco and/or its affiliates. All rights reserved.
Release 12.0
Experience Scale Security
Admin experience
Agent experience
Supervisor experience
ECC variable space expansion
from 2k
CCE scale for large
enterprises
End-to-end security for data in flight
Data at rest
Reduced AD dependencies
© 2018 Cisco and/or its affiliates. All rights reserved.
Release 12.0Express and Enterprise Features
• Packaged Unified Admin (SPOG)
• CUIC UX for admins
• Next gen Finesse desktop
• Enhanced email and chat (Express)
• Digital multi-tasking with pick/pull (Enterprise)
• Simplified Business Hours mgmt.
• Team broadcast messages
• Multi-peripheral supervision (Enterprise)
• Finesse supervisor gadgets (Express)
• Payload approach with 6k per call
• 2k limit per payload
• Seamless upgrade
• 12k agents in single PCCE instance
• 24k Agents in UCCE, 24 PG support
• 70k CTSG per CCE instance
• TLS encryption for:
• Inbound voice: IVR, Desktop
• Outbound: Dialer
• Multi-channel: ECE, Task Routing
• External DB dip: App GW
• Enable/Disable specific ciphers
• Disable ECC, Call Variable Tracing
• Temp. enablement for serviceability
• De-couple CCE AD authorization
• No writes to AD for service accounts, setup + config users
• CCE on AWS-VMC
• Migrate VOS to CentOS
• Upgrade CTIOS server, CILs (ICM)
• Facebook messenger (11.6(2) Express)
© 2018 Cisco and/or its affiliates. All rights reserved.
SHOPPING ON US
1 WINNER WILL RECEIVE A USD$100 AMAZON VOUCHER!
Level of difficulty
The new release 12.0 includes:
1. A more complicated experience for admin, agent and supervisor
2. 2X capacity increase for Contact Center Enterprise
3. Added security features and enhancements
4. No support for AWS-VMC
Core capabilities, PCCE for all, security, and more
Experience Data
Consistent agent &
analytics experience
across CJS
Data and AI to streamline
the entire customer care
experience
Core
© 2018 Cisco and/or its affiliates. All rights reserved.
Cloud
Customer Journey SolutionsCloud services
Connectors
Platforms Contact Center
Express
Contact Center
Enterprise
Customer Journey
Platform
Cloud
ServicesJourney Data | Messaging | AI | Analytics
© 2018 Cisco and/or its affiliates. All rights reserved.
Cisco Contact Center Flex
Cloud and on-premises
Subscribe once, deploy
and grow how you want
Subscription
Easy OpEx
budgeting
Investment protection
Migration of installed base
via Flex Plan value transfer
Term-based subscription model
© 2018 Cisco and/or its affiliates. All rights reserved.
The Messaging
Challenge
© 2018 Cisco and/or its affiliates. All rights reserved.
Messaging and Connected Home
Consumer to Business messaging for iOS
o Messages UX = familiar
o Extend with Apple Pay, attachments
o Private and secured
Consumer to Business messaging from corporate Facebook page
o Go where consumers are
o Tied to consumer identity
Apple Business Chat
Connected Home
Facebook Messenger
Consumer to Business built in to home environment
o Familiar and Convenient for consumers
o Why type when I can talk?
Personalized
customer journeys
Universal data
connectors
Advanced analytics
and reporting
Actionable insights
and intelligence
Journey Data
Platform
© 2018 Cisco and/or its affiliates. All rights reserved.
Our Partnership with Google
© 2018 Cisco and/or its affiliates. All rights reserved.
If you want Answers…
Begin the conversation
today!