APJC Cisco Contact Centre
Partner Sales Summit 2012
Presented by: Ravi Koulagi and Sukhbir
Sethi
Event date: 8th March 2012, Singapore
Agenda
Advanced Services Charter
Methodology
Working Together
CC Business Consulting Services
AS Charter & Methodology
Advanced Services Charter
Drive Cisco to #1 in Contact Center Market
Complement and Collaborate with our Partner
Community
Support latest features / Develop Best Practice Methodology
Ensure a successful outcome for our customers
AS Methodology
Prepare for success by defining
a sound business strategy
Plan and develop a design for a successful deployment
by aligning solutions to business goals
Implement , test and deploy the solution to meet
business requirements
Assure reliable and efficient
day-to-day operations
Optimize solution to meet evolving
business demands
Plan
Build
Run
Working Together – Collaborative Delivery
Project lead
Delivery Interlock
Partner Led
AS provides selective ‘Review’ deliverables
AS provides selective ‘Do’ deliverables
AS prime delivery
AS delivery of specific UCC solution components (CIM, CVP, etc)
Division of UCC solution - infrastructure versus business
Division of ecosystem components (UCS, NRA, CUCM)
Cisco Led
Partner Professional Services contracted
Contact Centre Deployment
Traditional Build Phase
Contact Center Services
Design and Implement Services
Service Offering
UCC Designs – High Level, Detailed Design (CUCM, UCS, etc)
Application Detailed Design routing, scripting, call flows, IVR, reporting
Testing development and execution
UCC System Implementation or support
Custom Engineering Services – Desktop, WFM adapters, reporting
Migration and Post Deployment Support
Contact Centre
Collaborative Partner Services
Collaborative Professional Services
• Partner Enablement Program
• Fixed Price-Fixed Scope Standardized
Services ( i.e. No SOW)
Premier
• Cisco provides: Expertise,
Tools & Templates, Best practices
• Delivered remotely
Enterprise
Commercial
Select
SMB/Consumer
CPS Target Market
“Sweet Spot”
CPS – UCC / Collaboration Portfolio
Service Category
Assessment & Audit
Services
• Communications Manager Audit & Assessment
• UCCX Audit & Assessment
• Video SLA Assessment Service
• CPS Network Readiness Assessment (NRA) for Voice
• Unified Communications - Unity Assessment Service
Planning & Design
Services
• Unified Communications Planning and Design Service
Guidance Service
Development Service
• CPS UC on UCS Planning and Design Service
Practice Building
• UCCX Planning and Design Service
• UCS Practice Accelerator (Technical Consulting, UCS Lab Consulting )
• ATP Video Immersive Shadowing Service
Contact Centre
Business Consulting
Services
Business Value Taxonomy
Business
Transformation
Business Value
Business Agility
and Market
Differentiation
Employee
Productivity
Cost
Collaboration and
Efficiency
IT TCO / ROI
Innovation
Coverage in “Customer Service”
organization
Coverage
Area
“Care-abouts”
Stake-holder
Topics of Interest
Core Business
CEO
CFO
CTO
Customer Care Service Delivery
Customer
Care Execs
(CSO)
New
Consumption
Models
Cost
Operational
Excellence
Growth
Business
Consulting
Services
SLA
Contact Center Business
Operations
CC Manager
Analysts
Supervisors
Agents
AHT
Agent
Utilization
Queues
ACD
CTI
Contact Center Technology
Video
Features
IT
Infrastructure
VXML
SIP
PRI/SS7
Routing
&
Switching
RTP
Plan and Design
Services
Signaling
Customer Collaboration (Contact Center)
Business Consulting Services Portfolio
Value to Customer
Extract more Business
Value from Cisco Customer
Collaboration Technologies
Helps IT plug gaps between
business and Technology
Business Agility and Faster
Time to market
Controlled Risk Exposure
Value to Cisco and Partner
Business and Architecture
Value Selling
Platform to build
relationship with Business
Leaders
CIO’s Trusted Advisor
Operations
Consulting
Business
Migration and
Change Management
Business
Case
Justification
Business
Architecture
Migration
Consulting
Transformation
/Strategy
Performance
Consulting
Technology and Architecture Strategy
Business Consulting Services
Sample Customer scenarios
Scenario
Triggering Event/
Situation/Challenge
Value Creation using
Consulting Services
M&A
• Company Merger/Acquisition
• Isolated Contact Center
frameworks
• Develop a post-merger Customer Service
Strategy
Technology
Obsolescence
• Technology Due for Refresh
• Build a Case for Change and Identify opportunity
• IT facing Push Back from Business
areas
• Help CIO prepare Business Justification/ROI/
Investment Case
• Prepare a Risk Assessment/Mitigation Strategy
• Invest in Discovery Workshop and share relevant
• RFP due or already floated by
findings in RFP response
customer
• Prepare a Business Requirements Document
• Migration/Change Management Plan
RFP
Transformation
•
•
Competitive account identified
for business transformation
•A custom transformation approach using
multiple consulting services ranging from
Business Justification to Migration Consulting.
Contact Centre Transformation Maturity Model
Flow
Definition
Receive
Recognize &
Self Service
Route
Answer to a prospect or
customer inquiry
Self Service, Determine
nature of inquiry, identity
Assign resource to
address inquiry
Queue
Hold inquiry to optimize
resource utilization
Resolve
Address/resolve customer
inquiry
Review
Assess effective handling
of inquiry
Level
1
Voice
By Dialed #. assigned to a Zonal Hub based originating
Hub. Network does basic segmentation
Performance
+ Fax, Snail Mail
DTMF IVR Script
identifies
nature/segment
+ E-mail
Caller ID used for
preliminary
recognition
2
Multi-site routing
Basic load balancing: prerouting based on fixed
criteria
Routing across sites based
on ACD load
3
+ Web Chat
+ Co-browse
4
+Video
5
Voice, Web, Email,
SMS, Video
VXML/IP
IVR and Queuing
IVR
consolidation/Centraliz
ed Self Service Business
logic
Unified Call Control
across IVR and Agent
Service
Natural Language IVR
Source: Cisco VTG – Customer Business Transformation (CBT)
Skill Group routing,
maintains buffer
Consolidated routing
inquiries from multiple
channels
No queue: direct
answer or busy signal
On Premise ACD based
queue
Multiple legacy screen
systems
Bi-weekly
manager/agent
conversation
Call logs
Music on hold
Basic CRM
Voice Centric Reporting
Tools
Agent Desktop
(Dashboard) and basic
CTI
Sample monitoring of
calls
Call-back option on wait
Announced Wait time
Cross-sell pop ups
Automated customer
survey (IVR)
Automated Self-service
speech synthesis
system
End-to-end Voice
Reporting
Call Escalation to
Available Expert
Multi Channel and
dashboard reporting
tools
Campaign Management
Customer Interaction
Analyzer
Single Virtualized
queue
Routing beyond CC based
on expertise and
availability
Cross-sell with Voice
Synthesis
Multi dimensional routing
(segmentation and
prioritization)
Segment based
prioritization
Routing to agent based on
prior Customer Experience
Rely on agent expertise
only
Unified cross-channel
queue
CC Business Consulting Services –
Transformational Engagement
Case Study : AU Group company (Insurance, Travel, Finance)
Customer Challenge
•
Multiple Call Centers
•
Technology Obsolescence
•
Lack of Architectural Visibility
•
Not all Business Units aligned
with IT for migration to a new
platform
•
Board Needed a strong
Financial and Business Value
Justification
•
Risk adverse
•
•
•
Joint Consulting Study sponsored by ICT
and Business. Alignment with IT &
business
Key objectives:
 Current State Assessment
 What does the business need?
 What Architecture needs to be put in
place?
 Define the journey ?
Engagement Results
 15+ Opportunity Areas - Collaboration
 Future State CC Architecture
 CC Strategy – From Current to Future
 Case for Change consulting report
 Investment Case
CC Business Consulting Services - Partner Led
RFP Scenario
Case Study : Large bank in ASIA
Customer Scenario
RFP for Technology
Refresh
Wanted to relook at latest
technology trends in CC
Looking for strategic
direction on Customer
Care Operations
Services Highlights
Cisco:
 CC Business Consulting leading
RFP response and deployment
(Strategy, Migration and Change
Management)
 High Level Design, Low Level
Design and Acceptance Test
Strategy
 Custom Application Engineering
Partner:
 CC Network Implementation
 CC Network Acceptance Validation
 Network Operations
 Day 2 Services