Smart Services & Connected Analytics
For the Internet of Everything
Cisco Services Product Management
Date: 29/05/2015
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Cisco Confidential
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Connected Analytics
Smart Services - PSS
Omni-Channel Customer Experience
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Cisco Confidential
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Connected Analytics For the
Internet of Everything
Santhosh Vasanthakumar, Data & Analytics Business Group
Date: 29/05/2015
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Cisco Confidential
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Data
Monetization
Optimized
Operations
Customer
Engagement
$7.3T
Organizational
Effectiveness
Threat
Minimization
Source: Cisco Consulting Services primary research, 2013
$7.3T
© 2015 Cisco and/or its affiliates. All rights reserved.
of the $19T IoE Opportunity over the Next 10 Years
will be Realized Through Data & Analytics
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13%
%
40
20%
27%
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Enabling New Insight, Processes and Outcomes
Analytics automate work that’s difficult or
impossible to do manually
Analytics reveal hidden patterns to drive
smarter, quicker, more effective decisions
Analytics focus attention on most important
actions versus noise
67% of companies say that they are using data
analytics to achieve competitive advantage
Source: MIT Sloan Management Review, From Value to Vision: Reimagining the Possible With Data Analytics
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RIGHT HERE. RIGHT NOW.
Address a massive shift where data processing and analysis
is becoming more distributed
YOU HAVE THE ADVANTAGE
Leverage your customers’ network infrastructure to perform
analytics
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Network
Contact
Collaboration
Deployment
Center
Analytics
Build or enhance your
practice with software
capabilities
© 2015 Cisco and/or its affiliates. All rights reserved
.
Create value added
packaging around data
and analytics solutions
Increase your delivery
of consulting capabilities
and services Cisco Confidential 8
End User Spending
Business Intelligence & Analytics
Values (USD)
20B
15B
10B
5B
0B
2014
2015
2016
2017
2018
2019
Source: 2015 Gartner, Inc.. and/or its Affiliates. All Rights Reserved.
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Shortening the Sales Cycle
There is a Big Data
opportunity in every
account
Selling Big Data
opens new LOB
opportunities
Fast growing market pulls
through significant
infrastructure & professional
services for partners
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Large eco-system
that is best delivered
by partners
Establish recurring
revenue streams
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Turning Data from Connected Infrastructures into Extraordinary Outcomes
Real-Time Connected
Solutions
Analytics from Core
Cisco Competencies
Network
Collaboration
Analytics Packages for
Optimized
Infrastructure
Contact Center
Sensor Based, Real Time
Video
Location / Mobility
Agile and Pervasive
Data Access
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Energy Management
Threat
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Real-time Connected Solutions
Cisco
Consulting
Services
Connected
Analytics for Retail
Connected
Analytics for Events
Connected
Analytics for IT
Connected
Analytics for SP
Partner Designed
Solutions
Data
Science
Services
NEW
Analytics Packages for Optimized Infrastructure
Network
Analytics
Location
Analytics
Collaboration
Analytics
Contact
Center
Video
Analytics
Threat
Analytics
Energy
Analytics
NEW
Agile & Pervasive Data Access
Data Virtualization
Streaming Analytics
Work-load Automation
Intellectual Capital
Big Data & Analytics Ready Infrastructure
Integrated Infrastructure and Networking
Cisco
Solution
Support
Services
Data Center | Intercloud
Core/Edge | IoT | IoX
Devices
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Access
Wired | Small Cell | WiFi
Wi-Fi
3G/4G
Mobile Packet Core/SON I
Unified Communication
Collaboration | Contact Center
Video
POS
Cisco
Advanced
Services
Sensors
Social
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Market Trends
Gartner Predicts
IT Services to Spend
Big Data Initiatives
25%
Partner Opportunity
$44 billion
20X More than Software
of Big Data Implementations to Fail
from Inadequate Network Infrastructure
Big Data Related Premiums
to Last through 2017
© 2015 Cisco and/or its affiliates. All rights reserved.
20%-30%
Higher than Traditional
Large Revenue Stream
Premium on Big Data Initiatives
Helping Partners Sell
• Compute
• Network Upgrades
• Professional Services
Services Opportunities will Continue to
Supersede Hardware Software in Big Data
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Data and Analytics Generate Product Pull Through
Connected Analytics for Collaboration
Goal: Increase adoption among 30,000 employees in WebEx
pilot, generate new orders
Adoption improves rapidly;
20K out of 30K are active
after only 5 months
• After 1 year: incremental order
150K WebEx licenses ($7M)
• 140:1 product pull ratio
for
• Analytics pinpoint areas of
weak adoption
• $50K incremental adoption
service engagement sold
Employee Usage
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Routes-to-Market: Connected Analytics Portfolio
Adding Analytics to Your Existing Customer Conversations
Stand-Alone
Product Attach
Infrastructure Services
Consulting Services
Managed Services
Network
Deployment
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Collaboration
Contact
Center
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Cisco Data & Analytics Partner Ecosystem
Our Certified Partners Help us Manage, Integrate & Analyze Data
Data Management
Analytics / Business Intelligence
Hadoop
Massive Parallel Processing
Data Integration
No SQL
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Your Edge is Cisco
Capitalize on
Data & Analytics
Today
&
Tomorrow
Understand
Data & Analytics
Practice and its
Opportunities
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Know the
Connected
Analytics
Portfolio
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Smart Services & PSS
Prashant Sreenivasan
Ramkumar Kaleeswaran
Date: 29/05/2015
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Market Disruptions at Unprecedented Pace
50B connected
devices by 2020
Internet of
Everything
300K+ APPS
developed in the past
3 years with 10.9B
downloads
Mobile data will grow
18-fold in 5 years
Data
explosion
⅔ of all data center
traffic will be from
the Cloud in 3 years
Daily data creation is
½
of ALL data created
since dawn of man
Digital Disruptions
Technologies
Social
Mobile
Cloud
Information
Sources: Gartner, Forrester, IDC
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Mega Trends at Mega Speeds
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Technology Transitions – transforming business & IT
The Old Normal
Technology
Buyers
Consumption Models
Purchasing Models
Providers
The New Normal
Complex, Centrally Controlled
Simple, Flexible, Agile
IT
Lines of Businesses
On Premise, Managed Services
Cloud, SaaS, XaaS
Capex-Centric
Internal/Enterprise IT
Opex Centric
Multi-sourced Ecosystem:
ISVs, Developers
Applications
Web Economy
App Economy
Information
Historical Data
Real-time Analytics
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The Only Constant Is the Network as the Platform
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Business Growth and
Innovation
Increase Efficiency and
Reduce Costs
Ensure Security and
Compliance
Provide an Exceptional
Customer Experience
• Align IT to business strategy
• Increase network utilization
• Business continuity
• Proactively prevent issues
• New business opportunities
• Streamline operations
• Regulatory compliance
• Reliable access to applications
• Secure
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Customer Pain points
Objective – Address this challenge and provide value to customers
• The components of Smart Services are designed
specifically to address these pain points:
•
Smart Services eliminates entitlement issues
•
Smart Services Consulting can assist customers with:
 Compliance
 Security
 Bandwidth
 Software entitlement
 Hardware entitlement
 Hardware end of support
•
Break fix is covered by partner or by the manufacturer’s
support.
A recent Gartner study projected that "Through 2015, 80% of outages impacting mission-critical services will be caused by people and process issues, and more
than 50% of those outages will be caused by change/configuration/release integration and hand-off issues.”
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The Market is Transitioning with Smart capabilities
Proactive Model
Reactive Model
Reactive
Incident-Based
Services
Responding to problems as they arise,
resulting in costly redundancies and
overinvestment in constant monitoring
Delivery:
Field Support
Remote Support
Community
Proactive
Smart Support
Services
Relies on awareness capabilities to detect
potential problems and analytical capabilities
to predict damage before it occurs
Delivery:
Intellectual Capital
Automation
Analytics
Forrester: “Smart services will become increasingly important to enterprises as more and more
business and IT activities move into the cloud and onto the network.”
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Cisco Services Addressable Market
Create Industry Relevance,
Cisco Preference
“Help me introduce new services”
IoE Services
Professional
Services
$180+B
Installed Base
Support
Optimize & Maximize
Operate &
Manage
“Make my Network Work”
Disrupt Through Software,
Automation
“I want Operational Outcomes”
CUSTOMER LOYALTY AND STICKINESS
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EOX
Uncovered
PSIRTS
TAC Interaction
Serial Number
Inventory
Entitlement
Proactive Issue
Resolution
Lifecycle Planning
Field Notices
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Installed-at
Location
IOS
Upgrade
Contract
Renewal
RMA
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Bring in increased IB visibility
Being proactive and preventive
Automation & Analytics
Simply put: A “good enough” network is not good enough
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How do we Go to Market ?
Cisco Services Portfolio
Cisco Branded Services (CBR)
• Service offerings sold through partners
Plan, design, build & operate Service
• Ready-for-resale offers that speed time to
Network technology
Optimization
- NOS
market, increase
and
geographic
reach
Smart Net Total Care, CAND, CMCS
Collaborative Services - Partner
• Service offerings sold only to partners
Collaborative Professional Services
• Combines Cisco intellectual capital, smart
service innovation,
andCare
service
Smart
- SCinfrastructure
with partners services
Partner Support Service - PSS
Remote Management Services - RMS
Services Value
Growth
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Differentiation
Profitability
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Smart Capabilities Delivered Direct and through Partners
Cisco
Cisco
Smart Services
Platform
Partner
Customer
Cisco Collaborative
Services
Partner
Branded
Services
Partner Support Service
PSS
Intellectual
Capital
Data
Analysis
Delivered by Partner
Cisco Branded
Services
Actionable
Insight
Smart Net Total Care
Cisco Brand Service
Delivered by Cisco
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Building Increased capability and maturity
Depth of Services - Availability
Partner Support Service
PreEmptive
with SMART Enabled - Here are the
symptoms, issues, alerts & bugs
•SMARTnet – Hey Fix me I’m
broken
Cisco
Partner - Customer
Value Exchange
Service Evolution
Predictive –
SCH
Proactive
IB & Alerts
Partner Optimisation Service (New Partner led)
Develop robust platform using Cisco Intellectual
data + API’s + Smart bonding + SCH + analytics
Reactive
Here is how to fix me: PSS+ Smarts + SCH = Remediation and
advise Cisco recommended RCA
Breadth of Services – Operational Efficiency
Smart
Devices
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Smart Networks
Smart Operations
Smart Applications
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Partner Support Service
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Cisco Collaborative Services provide Partners access to
Cisco Expertise, Intellectual Capital and Smart Services
to build and grow their Support, Managed and Professional
Services practices
SUPPORT AND
MANAGED SERVICES
Cisco
Partner Support
Service (PSS)
Smart Capabilities
Partner
Partner
consumes
Cisco PSS
Partner Branded
Support and/or Managed
Services
Customer
Partner delivers
services to
customers
Foundational Support
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Customer
Partner
Delivery Systems
Knowledge Bases
Back-end Systems
Business Systems
PSS
Capabilities
Web Services
Network Operations
Partner’s
Services
Business Systems
Analytics
Call Home Messages / Alerts
Network Information (Inventory, HW/SW, Configs)
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Customer
Network
•
•
•
Serial No
PID
IOS version
Cisco
DataCenter
Internet
128bit AES
Encryption
Customer Network Information
Network
Assessment
Tool
Cisco Database
•
•
•
End-of-OOO DB
IOS Vulerability DB
Contract DB
Partner
Customer
Partner-branded
Customer report
Customer Report
Download Base information
•
•
Customer Use
•
•
Internal reporting purposes
for budget planning, etc.
Justification for IT investment
and service contract
© 2015 Cisco and/or its affiliates. All rights reserved.
Inventory report
Alert report
(HW/SW/Security)
Partner Use
•Incremental sales opportunity
(Migration/Upsell/Contract coverage)
•Cost reduction via automation
•Increased customer sat. and loyalty
Web Portal for Partner
•
•
Per-customer view
Only partner employees can access
(with CCO ID/Contract no.)
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Smart
Capabilities
Foundational
Capabilities
IB
Management
Alert
Reporting
Device
Diagnostics
Software Updates
Advance Hardware
Replacement
Online Technical
Resources
Partner Access to
Cisco TAC
Smart
Interactions
- Smart Bonding
- Smart Portal
- Smart APIs
- PSS Support
Community
Combining visibility
to end customer devices and
networks with Cisco’s deep
knowledge base
Drive Incremental Services Revenue
Improve Operational Support Margins
Increase Customer Loyalty
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Smart Bonding
• Connect your case
management system to
Cisco’s TAC
• Systematically escalate case
details to Cisco directly from
your system
Smart Portal
APIs
• Partner access to inventory
reporting and analysis on
network devices
• Programmatic access to
installed base management
and alert data
• Provides information on
contracts, expiring coverage,
product alerts, and network
summary reports
• Seamless integration into
your existing systems and
processes
Smart Communities
• Partner access to Cisco
subject matter experts
• Enables you to connect to
interactive tools, discussion
forums, feedback links and
other support resources
• Enable Cisco TAC Engineers
to start working cases from the
outset of escalation
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Partner
Cisco
Before
• “Swivel-chair” support
• Case escalation via phone
or web portal
• Case notes updates
transitioned to Cisco
Incident & Problem
Management
Partner Support Process
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• Overlapping cases
CRM: C3
Cisco Support Process
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Cisco
Partner
After
B2B Gateway
Incident & Problem
Management
Partner Support Process
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Internet
e2Open
B2B Gateway
CRM: C3
Cisco Support Process
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Provides inventory reporting and analysis on
network devices, including contract
information, expiring coverage, product alerts,
and network summary reports.
© 2015 Cisco and/or its affiliates. All rights reserved.
•
•
•
•
•
Service contract coverage
Device inventory
Delta report
EOX reports
Service contract coverage
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A common web platform that delivers a
consistent and unified partner experience for
all Cisco Smart Services.
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• User Registration
• Smart Collections
• Installed Base Management and Alert
reporting tools
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Partner Support Service APIs provide
programmatic access to installed base
management and alert data, seamlessly
integrating into your existing systems and
processes.
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•Inventory – Physical, Chassis & Module level
•Contract information
•EOX (HW,SW), Field Notice information
•PSIRT Alerts
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Partner Data Center
Network
Mgmt.
Cisco Data Center
API Interface
100101001010011101011001110110010010101100110101100111
Customer Network
Contract
Mgmt.
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SNMP
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Included APIs
• APIs exposed via third party Interface
• Inventory – Physical, Chassis & Module
level
• Partners need to register to use APIs
• SOAP and REST based APIs.
• Contract information
• EOX (HW, SW), Field Notice information
• PSIRT Alerts
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Access to Cisco subject matter experts,
enabling you to connect to interactive tools,
discussion forums, feedback links and other
support resources.
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• Ask the Experts & Discussions
• Documentation & Training
• Announcements
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Proactive Model
Reactive Model
Reactive
Incident-Based
Services
Responding to problems as they arise,
resulting in costly redundancies and
overinvestment in constant monitoring
Delivery:
Self Support
Field Support
Remote Support
Community
Proactive
Smart Support
Services
Relies on awareness capabilities to detect
potential problems and analytical capabilities
to predict damage before it occurs
Delivery:
Intellectual Capital
Instrumentation
Automation
Analytics
Forrester: “Smart services will become increasingly important to enterprises as more and more
business and IT activities move into the cloud and onto the network.”
© 2015 Cisco and/or its affiliates. All rights reserved.
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Cisco Remote Expert: Enabling an
Omni-Channel Customer Experience
Murugan Vasudevan & Ketan Shivarkar
Cisco Services
29/05/2015
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How to connect, interact, and transact
with customers in an Omni-channel
environment
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• Customer interaction is where the value exists
̶
In real time—any time
̶
Seamless experience—across attended and self-service
channels and any device
̶
With access to expertise—from any place
• Mobile channel is poised to grow rapidly
• Customers have higher and higher expectations
concerning accessibility to information and service
• The customer is the channel
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• Enable a seamless experience to our customers across interaction
channels of the customer choice
• Facilitate the ability to use expertise within our Enterprise to address
customer needs
• Common infrastructure to support of B2C business workflows for our
brick & mortar locations, website and application presence.
• Help us control costs
̶ Not able to staff every location with every type of expertise
̶ Optimize productivity of experts to handle activity surges and lulls
̶ Eliminate need for traveling experts
• Test, document, and prepackage in order to get to market faster and
cost-effectively
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…
Home
A customer relationship strategy where the
customer is the center of all interaction
Branches
channels; decides how, when, and where to
communicate and expects a simple,
transparent, and productive experience
Mobile
Customer
Branch
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Customer
Expert
Expert Center
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“Terribly unhappy
with the mortgage
process with Bank
A”
Tweet picked up
and flagged to
Expert in Bank B
“Sorry to hear
that…Anything we
can do to help…”
Expert shares
desktop and walks
through the options
Customer visits
Bank B’s site or
uses mobile App to
investigate
Customer wants to
discuss specific
item ..co-browses
to new site
Branch host
welcomes the
customer. Expert
ready.
Customer
interested. Initiates
a quick video call
with the expert
Expert shares the
EMI details,
process flow,
nearest branch, etc
Customer meets
the same expert .
Is ready with all the
documents
Customer
interested. Makes
an appointment to
visit the branch
Agent waiting for
the customer.
Closes the deal
“Wow! Now that’s
customer service.
Thank you Bank B!”
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Differentiated
Customer Experience
Increase Profit and
Revenue
Maintain Operating
Costs
Faster Time to
Serve the Customer
Personalized and
interactive
Higher close rate
Increase in up-sell and
cross-sell
Common tools and
infrastructure
Accelerating to customers’
pace
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In-Aisle
Front of Store
Mobile
Sales Data
Customer Information
Web & Social
Media Content
• Common backend infrastructure
• Consistent user experience
• Multiple locations in the store
© 2011 Cisco and/or its affiliates. All rights reserved.
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Cisco Remote Expert for Government Services
Bringing government services closer to citizens
Web / Mobile
Phone
Service Center
Self-Service pods
Remote Expert for Government Services (REGS) complements the existing channels of citizen service
• Immersive, collaborative experience
• Quick access to the right expert
• Less travel time
• High-technology but light touch
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Lobby
Systems
Waiting Rooms and
Exam Rooms
Patient
Room
Mobile
Engagement
Kiosks and
Signage at Entry
And Public Areas
Information,
Health
Education, and
Collaboration
Entertainment,
Education,
Collaboration, and
Interaction
Information & Services
Delivered to Personal
Devices
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Mobile
Branch / Store
Self Service
Customized
Integration
Services
Email, Web,
Chat & Social
Remote Expert
Kiosk
Remote Expert
Mobile
Remote Expert
Immersive
Adv. Services
Mobile Advisor
Contact Centre
Validated Cisco UC Architecture Platform
End to End Cisco Advanced Services Portfolio
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Mobile User
Remote Expert Mobile
Cisco Unified Contact Center
Secure Signaling+Media+Interaction
Internet
Android
iPad
PC
Media Broker
App Server +
Expert Assist
MCU
CUCM
Immersive User
VXML GW
EX90
Remote Expert
Branch
SX-20 and C-Series
DX/EX Series
CCE/PCCE/CCX
CVP
MX Series
Audio Recording and Video in Queue
IEM
REM
MediaSense
CUBE
IEC
Touchscreen
Peripherals
Kiosk User
IEC
Agent Expert
EX90
•
REM populates the agent’s Finesse
window for Branch calls
•
App Server populates the agent’s
Finesse window for Mobile calls
Finesse
© 2015 Cisco and/or its affiliates. All rights reserved.
TelePresence
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• Easy to use
• High-quality audio and video
• Ability to check availability and reach the right expert
• Document sharing, Co-browsing
• Peripheral device sharing in the branch (printers,
scanners)
• Multimedia recording and playback for every interaction
• Enterprise-class application characteristics:
̶ Security to meet regulatory and compliance requirements
̶ Centralized management and monitoring interfaces
̶ Scalability to support branches, mobile customers, and
experts
̶ Common infrastructure across all channels
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Challenge
• Improve customer satisfaction
• Enhance access to experts
• Reduce leakage of business to
competitors
Solution
Results
• Deploy customer-facing, virtual
advisors, enabled by Cisco® video
collaboration in retail bank branches
• 62% improvement in new mortgage
business
• Facilitate the close of mortgage sales
in branch: printing, scanning,
accessing mortgage advisors from
central pool
• Double-digit improvement in customer
net satisfaction
• 67% reduction in cost of sale
• Manage unplanned and scheduled
meetings
More than 700 branches, 15,000 employees, 15M customers, 15% market share
More than $300 billion in assets. # 1 provider of mortgage loans and savings
“The Cisco solution has helped us improve customer satisfaction and staff efficiency while at the same
time increasing mortgage sales. The business case in favor of the Cisco solution stacked up quickly.”
- Andrew Nation, Senior Manager, Future Customer Outcomes at Nationwide
© 2015 Cisco and/or its affiliates. All rights reserved.
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Challenge
Solution
Results
 Looking to provide increased
service to premium card HNI
customers
 Deliver new omni-channel
business models
 Transform customer
experience
 Exciting new customer
interaction experiences on
mobile
 Deploy customer-facing,
virtual advisors (Remote
Expert Mobile)
 NPS increased by 38% for
customers using the
capability
 Broadened the reach to
include more segments
© 2015 Cisco and/or its affiliates. All rights reserved.
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Challenge
• Attract mass- affluent and Gen Y
• Deliver new Omni-Channel business
models
• Take the market leadership in
transforming customer experience
Solution
Results
• Branch experience rebuilt from the
ground up. Exciting new customer
interaction experiences in the branch
• Creates a new and exciting brand in the
market. Open in prime shopping areas
from 10AM-10PM.
 Deploy customer-facing, virtual
advisors (Remote Expert/Mobile
Advisor),
• Personalized service, Faster customer
onboarding, Increased productivity for
centralized experts. .
“This puts our brand in touch with the dreams of the aspirational customer. It's a deep rooted transformation that has three aspects:
a transformation of the customer experience we deliver; introduction of device centric technology that is at the forefront of our global
peers; and transformation of the behavioral model of our staff-base to be even more customer centric.”
Deputy Managing Director
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Banker view
Expert Consulting
Room - In the branch
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• Identify your channels
• Identify your basket of services
• Prioritize and Categorize based on preferred channel
• Actively market the omni-channel capability
• Train staff to be omni-channel ready
• Start small: Crawl-Walk-Run
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Plan
Identify the right solutions
Build
Manage
• Strategy and analysis
Design a secure, high performance
network
Improve performance, resiliency and
availability
• Technical requirements development
• Detailed design and validation
• Collaboration optimization
• Architecture assessment
Accelerate ROI with efficient migration
and implementation
Simplify operations and lower TCO with
out-tasked management
• Deployment
• Remote management
• Change management and adoption
• Validation, Training
Ensure the architecture can support
the solutions
Infuse brand in customer experience
Speed resolution with expert solution
services
Optimize solution usage and
absorption
• Architecture design
• Remote expert access user interface
• Custom content development
• Product support
• Solution support
“The support of Cisco Services was essential in bringing the pilot to fruition. There’s nobody else with that
level of knowledge. We couldn’t have done it without them.”
Andrew Nation, Senior Manager, Future Customer Outcomes at Nationwide
PLAN
Start with business strategy,
assess readiness, and align plan
© 2015 Cisco and/or its affiliates. All rights reserved.
BUILD
Stage, test, and implement
solutions
MANAGE
Achieve operational excellence
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