Cisco Customer Care Solutions Release 11 6 Business

Cisco Customer Care Solutions Release 11. 6 Business (AM/BDM) presentation

The connected digital experience C 97 -737600 -03 © 2017 Cisco and/or its affiliates.

Cisco® Customer Care delivers a connected digital experience, enabling companies to deliver contextual, continuous, and capability-rich journeys for their customers. C 97 -737600 -03 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential “There’s never been a better time to connect with a Cisco contact center. ”

The Customer Care Connected Digital Experience (CDX) Is Contextual C 97 -737600 -03 ©

CDX is contextual Personal Any channel Effortless Digital Know your customers and how they’ve engaged with you before Put your customers in charge of how and when they connect with you Make it easy for your customers to do business with you Engage with connected consumers C 97 -737600 -03 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

CDX is continuous Relevant Inbound Automatic Outbound Back office Connect to the customer lifecycle Engage on any channel, at any time, with the right resource Provide personalized self-help Enable proactive touch Support new interactions with videos, text, and the Internet of Things C 97 -737600 -03 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

CDX is capable Efficient Flexible Extensible Resilient Secure Scalable Connect your customers with the right resources Deploy to fit your business Open APIs for your applications Mission-critical contact centers Built on the Cisco® network To thousands of resources C 97 -737600 -03 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

CDX spans the customer lifecycle Repurchase Sentiment Retention C 97 -737600 -03 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Interest Cisco connected digital experience Acquisition Exceptions

Cisco Customer Care Solutions C 97 -737600 -03 © 2017 Cisco and/or its affiliates.

Cisco Customer Care Platforms Highly flexible and scalable Full-featured, small footprint Easily deployed contact center Cisco Unified Contact Center Enterprise (CCE) Cisco Packaged Contact Center Enterprise Cisco® Unified Contact Center Express (CCX) Cisco Hosted Collaboration Solution for Contact Center (HCS-CC) Service Provider Enterprise C 97 -737600 -03 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Cisco Business Edition 7000 Cisco Business Edition 6000, 7000 Commercial Small to medium-sized business

Cisco Unified Contact Center Enterprise Industry-leading Customer Care Features • Intelligent any-channel contact routing, self-service treatment, and open integration interfaces for the agent desktop and other applications • Delivery of each contact to the most appropriate resource based on real-time conditions, business rules, and agent attributes • Detailed and summary data provided in prebuilt reports and an open reporting database with a published schema • Presence integration for knowledge-worker assistance • Integration with third-party automatic call distributors (ACDs) C 97 -737600 -03 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Benefits • Industry-leading features and flexibility • Highly scalable to handle very large contact centers • Built-in context enables omnichannel customer journeys • Flexible deployment models to enable highly distributed contact centers and agents • Open interfaces for partner and customer integrations and extensions

Cisco Packaged Contact Center Enterprise Prepackaged Customer Care Solution Features • Packaged deployment for up to 2000 agents on Cisco UCS® • Call routing (CCE) • Call control (Cisco® Unified Communications Manager) • Desktop (Cisco Finesse®) • Self-service (Cisco Unified Customer Voice Portal) • Built-in omnichannel (voice, web, email) • Outbound • Reporting (Cisco Unified Intelligence Center [UIC]) • Options: Social media, video, speech, recording, workforce optimization (WFO), customer relationship management (CRM) connectors, external historical data server C 97 -737600 -03 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Benefits • Industry-leading capabilities made simple • Speedy deployment • Simple configuration and management • Optional migration to full CCE deployment • Built-in context enables omnichannel customer journeys

Cisco Hosted Collaboration Solution for Contact Center Enterprise-class cloud solution Features • Combines CCE and CVP functionality • Cisco Finesse® desktop • Email and chat • Outbound • Recording • Cisco® UIC Premium reporting • Up to 12, 000 agents per instance • Virtualized or Integrated Services Router (ISR)-based C 97 -737600 -03 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Benefits • Software-as-a-service (Saa. S)-based delivery for simplified management, updates • Faster deployment of advanced contact center capabilities • Avoid large capital expenses; pay only for what you use • Highly scalable • Your service provider manages the solution, so you can concentrate on other strategic business initiatives

Cisco Unified Customer Voice Portal Network-based self-service, queuing Features Benefits • IP-based self-service and call routing • Calls are treated at the most efficient location • Queuing and self-service occur on voice gateways • Transfers occur over the IP network, reducing carrier trunking charges • Open-standards support for speech (ASR/TTS) • Management and control are centralized and simplified • Standalone self-service, or integrated with a contact center • Eclipse-based service creation Agent ASR/TTS (optional) Caller V Calls treated locally Branch Location/POP C 97 -737600 -03 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential CVP

Unified Contact Center Enterprise 11. 6 product line Award-winning, Industry-leading Customer Care What’s New? • Outbound Option high availability • Single-sign on enhancements • Agent desktop enhancements • Reporting interface refresh • License usage report • TLS 1. 2 • Packaged CCE enhancements • Enterprise Chat and Email improvements Key customer/Partner benefits • Advanced routing for personalized Customer Care • Context enhances the customer journey • Open web interfaces enable partner applications C 97 -737600 -03 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential www. cisco. com/go/ucce

Unified Customer Voice Portal 11. 6 Highly-efficient, speech-enabled self service What’s New? • Virtualized Voice Browser enhancements • Security enhancements • Max sessions control • v. CUBE certification • Improved developer experience • Context Service serviceability enhancements Key customer/Partner benefits • Self-service frees agents for more callers • Treat calls at the most efficient location • Powerful call control supports migration to IP • Open-standards IDE enables partner applications C 97 -737600 -03 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential www. cisco. com/go/cvp

Cisco Finesse Revolutionizing the agent experience Features Benefits • Browser-based agent desktop • Single “cockpit” for all agent information • Web gadget container • Easy management and upgrades • All applications that agents need (Cisco or third party) are contained within Cisco Finesse® • Administrators define agent and supervisor layouts • Developer-friendly web API C 97 -737600 -03 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential • Empowers agents via a user-centered design • Flexible and expandable

Cisco Unified Intelligence Center Simplifying the reporting experience Features Benefits • Browser-based platform for report development • Highly intuitive and simple reporting interface • Wizard to create historical, real-time and Live Data reports • Pre-defined reports get you up and running quickly • Simplified charts and dashboard creation • Simplified end-user customization reduces modification costs • Dashboards include charts, grids, web content, and notes to team • User groups and access control to data, reports, and capabilities • Thresholds and drill-downs C 97 -737600 -03 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential • Automated manual consolidation of data in a single dashboard • Support for digital signage/large screen displays enables team viewing

Cisco Unified Contact Center Express A proven solution Features Benefits • On-premises solution for up to 400 agents • More than 18, 000 customer deployments • Integrated interactive voice response (IVR), outbound, email, web chat, social media • Enables workforce optimization at an affordable price point • Omnichannel customer journeys • Easier to buy and deploy • Quality management and workforce management solutions • Compelling value proposition • Promotional bundles available for existing and new customers who have Cisco ® Business Edition 6000 or Unified Communications Manager C 97 -737600 -03 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

Unified Contact Center Express 11. 6 Award-winning, All-in-One contact center What’s New? • Web Chat enhancements • Agent Email updates • Agent Desktop improvements • Reporting enhancements • Single-sign on improvements • Monitoring outbound non-ACD calls • Infrastructure updates Key customer/Partner benefits • Enhanced Digital Care experience • Context enhances the customer journey • All-in-one Customer Care solution C 97 -737600 -03 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential www. cisco. com/go/uccx

Cisco Spark Care C 97 -737600 -03 © 2017 Cisco and/or its affiliates. All

Cisco Spark Care Positioning • Care BY small teams, help desks, . . • Up to 20 “agents” • Care FOR external and internal customers • Reaches markets not well addressed by existing CC offerings • May complement a formal contact center • Best for businesses and organizations with Cisco Spark™ Examples: • Internal: Pricing experts supporting sales personnel C 97 -737600 -03 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential • External: Marketing team supporting a web promotion

Cisco Spark Care Overview Common management experience Digital Customer Care for help desks and small teams C 97 -737600 -03 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Optimized agent experience • • Web Chat Callback Customer Context Reporting • • Cloud Management 15 Minute Setup End-to-End Encryption Single sign-on

Cisco Spark Care Customer experience • Customer can request a chat or callback • Code auto-generated for websites • Customizable messaging and branding • Office hours • Customer can save the chat locally • Built-in customer satisfaction scoring C 97 -737600 -03 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

Cisco Spark Care Agent experience • Built on Cisco Spark™ • Workspace optimized for agents • Agents select contacts from queue • Blended chat and call handling • Customer context and history for personalized, efficient service C 97 -737600 -03 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

Why Cisco? C 97 -737600 -03 © 2017 Cisco and/or its affiliates. All rights

Why Cisco Customer Care Solutions? Connected digital experience Product portfolio breadth • Focus on the best omnichannel customer experience • Customer Care is a core part of our overall platform strategy • Contextual, continuous, capability-rich customer journeys • Investing in growing areas Virtual capability • Supports all deployment options Interoperability and openness • Quickly add agents and supervisors • Incorporate third-party applications • Dynamic, flexible provisioning and scale • Multivendor interoperability via open standards C 97 -737600 -03 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

Closing thoughts Deliver a connected digital experience Improve key business outcomes C 97 -737600 -03 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Cisco has a solution for your business Cisco is your trusted partner

Appendix C 97 -737600 -03 © 2017 Cisco and/or its affiliates. All rights reserved.

Cisco Collaboration Portfolio Cisco Collaboration Endpoints Customer Care Unified Communications C 97 -737600 -03 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Conferencing

For internal use only Leading businesses trust Cisco Customer Care C 97 -737600 -03

For external use only Leading businesses trust Cisco Customer Care Ingram Micro Progressive Molina Healthcare Healthplan Services Flagstar Bank GEICO Coca-Cola Blue Cross of Idaho Tennessee Expedia Department of Veterans Affairs, USA Yahoo! Orbitz Kaiser Permanente State Farm Insurance Inovalon C 97 -737600 -03 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential County of Los Angeles, California IRS Huntington Blue. Cross Blue. Shield Association USAA CDPH Green Mountain Coffee New York University T-Mobile SPS, Inc. Ceridian DIRECTV Authorized Dealer Sprint Staples Linked. In Verizon Texas Workforce Commission i. Qor CC, Inc. Tele. Tech