Transcription

Bringing the CustomerExperience to Life –One Demo at a TimeAmy RobergeLukas CarruthersPeter MilliganMay 12, 2016

Demo Systems Update Perspective from the Field Demonstration 2016 Cisco and/or its affiliates. All rights reserved.Cisco Confidential2

PEOPLEPLACEPLATFORMVirtual DemonstrationExpertsCisco SalesCisco Partnersü CBCs / EBCsü Partner Premiseü Customer Premiseü Cisco ExperienceCentersCisco CCCSEsü Cisco Briefing &ConferenceCentersRome LabdCloudSELF-SERVICE 2016 Cisco and/or its affiliates. All rights reserved.Cisco SE LabsIMMERSIVEHIGH-TOUCHCisco Confidential3

CustomizableCustomerSiteVirtualCisco & Partner accessBrowser basedMultiple participants,presenters, locationsSupportedTested & validated24x5 phone, websupport, chatFull administrative controlCustomize, localize, createnew scriptSave, share and re-useScriptedGet started right awayPre-configured,multiple rolesEndpoints optionalanyone anywhere anytimePartnerSiteAny Use CaseScripted, Customizable, Pilot,Customer site, Cisco office,Briefings, EventsSee and participatehttp://dcloud.cisco.com 2016 Cisco and/or its affiliates. All rights reserved.Cisco Confidential4

Customer Care Launches by Geo FY14–FY163,500ü Over 160,090 dCloud Sessions inFY15ü Over 13,000 Customer CareDemos in FY15ü ü ü Average Time Saved perengagement: 20hr/Session3 New Customer Care Releases inQ3 FY16 with 2 more planned forQ4 FY1640% Partner and 55% ,0005000FY15 Q1FY15 Q2FY15 Q3FY15 Q4FY16 Q1FY16 Q2FY16 Q3 2016 Cisco and/or its affiliates. All rights reserved.Cisco Confidential5

One service for many use cases Pre-sales demonstrations Large customer events Kick-the-tires on new products before customers get it Training Customer hands-on“dCloud is an invaluableresource for our pre-sales team.We rely on it for training, presales and customer events.”Jon HelmerVP of Design Architecture for AOS One service for many technologies Collaboration, Customer Collaboration Datacenter & Virtualization, Smart Solutions, Unified Access Cisco builds it, maintains it, and supports it –We get to use Document and supported 2016 Cisco and/or its affiliates. All rights reserved.Cisco Confidential6

Customer experience Cisco Solutions Share dCloud sessions with your customers Accelerate customer learning and sales cycle1.Cisco & Partners start and and share sessions any Cisco.com user2.Customer is notified via email3.Customer access dCloud session using Cisco.com credentials4.Customers get full dCloud experience!5.Cisco & Partner provide customer training & support 2016 Cisco and/or its affiliates. All rights reserved.Cisco Confidential7

Customer Collaboration Demo RoadmapRecent Releases§ Contact Center Express11.0v1Q3Q4Packaged Contact CenterEnterprise 11.0v1Contact Center Express 11.0v2 § § Contact CenterEnterprise 11.0v1Connected Analytics forContact Center v1 § Contact Center Express10.6v2§ Contact Center Express10.6v1§ Cisco Contact CenterEnterprise 10.5v2RE Mobile with Expert AssisteGain Solutions v14Bucher & Suter Connects for SFDCCore PCCE Features; CourtesyCallback, Post Call Survey,Outbound, Agent Greeting, Whisper.Precision RoutingVoH / VoQContact Center Express 11.0v1 CUIC, Mediasense, & WFOEnhancements Finesse Custom Call VariableLayoutFinesse Base IP Phone AgentRE Kiosk, RE Immersive Branch, &RE MobileUnified Vertical Alignment 2016 Cisco and/or its affiliates. All rights reserved.Updated May 2016§ UpstreamWorks Intgration§ 2Ring Integration§ Context Service – Showcase thecustomer journeyPackaged Contact Center Enterprise11.0v2§ Context Service§ Jacada Visual IVR Service§ TropoQ1 – PlannedCisco Contact Center Express 11.5v1Packaged CCE 11.5v1Cisco Confidential8

2016 Cisco and/or its affiliates. All rights reserved.Cisco Confidential9

2016 Cisco and/or its affiliates. All rights reserved.Cisco Confidential10

2016 Cisco and/or its affiliates. All rights reserved.Cisco Confidential11

Customer – Demo & Proof of Concept Tender & Competitive SituationsPartners have a customised environment in a matter of daysCan emulate the customer requirementDemonstrated in any locationPartner Use & Value Familiarisation with portfolioMap to customer requirementsReusable & Customisable Demonstrations 2016 Cisco and/or its affiliates. All rights reserved.Cisco Confidential12

Manufacturing & Distribution 20 Distributed CC sitesAvaya & Enghouse Mix200 AgentsCC staff resistant to changeProved & Extended Fully Customised Demonstration Scenario Walkthroughs Discovered New Opportunities 2016 Cisco and/or its affiliates. All rights reserved.Cisco Confidential13

2016 Cisco and/or its affiliates. All rights reserved.Cisco Confidential14

ResearchGetConfirmation 2016 Cisco and/or its affiliates. All rights reserved.EmailcompanyGet SupportChataboutoptionsPurchaseTalk abouttheExperienceCisco Confidential15

2016 Cisco and/or its affiliates. All rights reserved.Cisco Confidential16

A Total Customer ExperienceResearchEngageDecideEmail andChatWeb/AppInteractiveWeb siteData AnalyticsContextService 2016 Cisco and/or its affiliates. All rights reserved.SupportPurchasemade onweb siteSocialContact CtrBuyTweet o CallCisco Confidential17

isco.com 2016 Cisco and/or its affiliates. All rights reserved.Cisco Confidential18

2016 Cisco and/or its affiliates. All rights reserved.Cisco Confidential19