Assuring Contact Center Experiences for Your Customers With ThousandEyes

Presented by Suzanne Phillips and Alex Marcotte

1. Assuring Contact Center Experiences with ThousandEyes

2. Featured speakers Suzanne Phillips Global Marketing Manager Alex Marcotte Technical Solutions Architect © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved.

3. 3 Housekeeping © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Before we begin… If you have any questions, please type them in the Questions window. If you have any audio problems, please chat us for help. A recording of this presentation will be sent to you in a few days.

4. Agenda 4 © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. The State of the Today’s Contact Centers The Challenge How ThousandEyes Can Help Q&A

5. Every business faces the same customer experience imperative Maximize satisfaction Minimize cost

6. Of customers say they would switch brands due to poor customer service 95 % 1 in 3 customers will abandon a brand after a single negative experience Customers come first

7. Proactive communications Empathetic human engagement Fast and easy self-service Customer expectations

8. But every customer is different Time JOURNEY Bot In-person Web / App Email Live Chat Video Phone Phone Email Live Chat Phone

9. Of contact center agents are working from home 87% Hybrid work in contact centers 60% Of companies outsource their contact center operations

10. We’re in a new hybrid world Colocation Data Center SaaS SaaS SaaS SaaS SaaS All distributed Your Apps Your People Your Infrastructure

11. Visibility and control is shrinking External dependencies are exponentially growing Network Internet Cloud SaaS + API Home Office App Stack Contact Center SaaS

12. 12 © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. The Challenge Management paradigm IT Assets You Don’t Control IT Assets You Control Escalate ? Evidence Find Fix has shifted

13. Colocation Data Center SaaS SaaS SaaS SaaS SaaS Massive blind spots erode ability to manage 13 The Challenge © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. So many layers, domains, and providers Traditional tools don’t work for what you don’t own “Is it the user environment?” “Is it the Edge?” “Is it the Internet?” “Is it the application?” “Is it the cloud?” “Is it the DNS?”

14. See , understand , and improve contact center experiences everywhere  

15. ThousandEyes Collective Intelligence 1000+ Vantage Points Billions Daily Path Measurements Thousands Digital Services 110+ Countries

16. Assuring your customer experiences Empower your contact center agents whether at home, on site, or anywhere else with hybrid work. Effective remote agents Your Apps Your People Your Infrastructure Assure the uptime of the contact center platforms and tools your teams use daily to chat, click, call, or video. Cloud contact center applications In-office branch monitoring Ensure your agents can have maximum performance onsite, by assuring your physical infrastructure.

17. When contact c enter p erformance s uffers , find the fix f astest . Stop pointing fingers, start pointing to solutions. Monitor the key contact center applications your teams rely on “ThousandEyes afforded us the ability to look at actual data on all the users for a particular application or client environment to assess the situation and come up with a quick solution.” - Ted Sanfilippo, Associate Vice President, Global Network Services at Sutherland

18. Ensure e ffective agents anytime, anywhere. Support virtual contact center workers as efficiently as when agents worked in the office.  Home offices are becoming a “branch of one” Outsourcing leaves room for signal failure

19. Offices are a magnet, not a mandate for top agent productivity If your on-site location is your business hub, the experience here should be unparalleled, with zero downtime. Assuring agent productivity from the branch "We enable the help desk agents to be more informed and, therefore, close that ticket sooner” "And we get a more productive workforce that way."   - Global Automation and Networking Leader

20. Empowering every digital experience Your Apps Customer Workforce Your People Enterprise Your Infrastructure Deliver stellar digital experiences to users Keep workers connected and enjoying seamless app performance Optimize and sustain the flow of your digital supply chain

21. 22 © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Next steps and Q&A Learn more Free trial Demo Subscribe www.thousandeyes.com/blog/ Tune in to the Internet Report Podcast www.youtube.com /@ theinternetreport_official Get a real-time view of the health of the Internet www.thousandeyes.com/outages/ Sign up for a free trial: www.thousandeyes.com/signup/ Request a demo: www.thousandeyes.com/request-demo

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