Peak Insight Executive Briefing - Customer Experience.pptx

View or download the slides from the Customer Experience Session here.

1. Thank you for Attending Peak Insight’s Executive Briefing in Melbourne www.peakinsight.com.au

2. Shaun Robinson Solutions Engineer, Webex Customer Experience Deliver AI-powered customer experiences

3. Maximize satisfaction Minimize cost The customer experience imperative 3

4. Human engagement Proactive communications Self-service Webex Contact Center Webex Platform AI Assistant

5. Evolve your Customer Experience operations PAST FUTURE Customer Experience Leverage your insights for AI triage, with a human goalie Automate inbound simple customer queries Gain Insights on what customers need help with Expand Digital communications Provide a next-gen Agent experience Modernise your CX infrastructure Analyse your top call drivers, expand to whole customer journeys Deliver discrete outbound communications, expand to a digital front door Migrate to a cloud or hybrid cloud infrastructure Provide your agents flexibility and context

6. Evolve your Customer Experience operations PAST FUTURE Customer Experience Leverage your insights for AI triage, with a human goalie Automate inbound simple customer queries Gain Insights on what customers need help with Expand Digital communications Provide a next-gen Agent experience Modernise your CX infrastructure Analyse your top call drivers, expand to whole customer journeys Deliver discrete outbound communications, expand to a digital front door Migrate to a cloud or hybrid cloud infrastructure Provide your agents flexibility and context

7. Cisco contact center portfolio Cloud Webex Contact Center Webex Contact Center Multi-tenant Cloud Webex Contact Center Enterprise Dedicated Instance Cloud On-Premises Contact Center Contact Center Express SMB-midsize Contact Center Enterprise Large enterprise Digital interactions and journey orchestration Artificial Intelligence Workforce Optimization Analytics and Insights

8. Webex creates  connected customer experiences Webex Platform Webex App (Calling, Messaging, Meetings) | AI · Insights and Analytics Webex Connect ( CPaaS ) Webex Contact Center Business systems Journey Data Service Channels

9. Transforming Customer Experience for a Hybrid Workforce Webex Contact Centre Built natively for cloud and delivered in Australia

10. Austria 1 Belgium 1 Bulgaria 1 Croatia 1 Cyprus 1 Czech Republic 1 Denmark 1 Estonia 1 Finland 1 France 1 Georgia 1 Germany 1 ● ● ● ●     Greece 1 Hungary 1 Iceland 1 Ireland 1 ● ● Italy 1 Jordan Latvia 1 Liechtenstein Lithuania 1 Luxembourg 1 Malta 1 Netherlands 1 ● Norway 1 Poland 1 Portugal 1 Romania 1 Slovakia 1 Slovenia 1 Spain 1 Sweden 1 Switzerland 1 Ukraine 1 United Arab Emirates 1 87 Countries | 7 Default Data Centers For Contracting Countries Webex Contact Center Global Reach Frankfurt United States United Kingdom Canada Argentina 1 Aruba 1 Bahamas 1 Belize 1 Bermuda 1 Brazil Cayman Islands 1 Chile Colombia 1 Costa Rica 1 Curacao 1 Dominican Republic 1 Ecuador El Salvador Guatemala Honduras India Jamaica 1 Mexico Nicaragua Panama Peru Puerto Rico 1 Trinidad and Tobago 1 United States 1,2     ● ● ● ● ● ● ● Canada 1,2 ● ● ● ●  ● ●     Cameroon 1 Cote d’lvoire 1 Egypt Ghana 1 Israel 1 Morocco 1 Nigeria Qatar 1 Saudi Arabia 1 South Africa South Sudan Turkey Uganda 1 United Kingdom 1 ● ● ● ● ● ● ● Zambia 1   Japan Japan 1     ● ● ● ● ● Australia Australia 1 ● ● ● ● ● ● ● New Zealand ● Application Data Center ● vPOP ● Acqueon Data Center ● Webex Connect Data Center ● WFO (Calabrio) Data Center ● WFO (Verint) Data Center ● CCAI Data Center 1 Permitted for SMS 2 Permitted for unbundled (without PSTN) and bundled with Webex Contact Center PSTN Countries permitted for sale in country unless noted otherwise. Sales are permitted for unbundled (without PSTN) Sales in India are restricted to India local BPOs serving US customers Due diligence for regulatory and compliance is up to the end customer Singapore Hong Kong 1 Indonesia Malaysia Philippines Singapore ● ● ● ● ● ● South Korea Taiwan 1 Thailand 1 Vietnam NEW - Local Media Site

11. Cloud feature velocity as of June 2024 11 119 New features delivered in 12 months

12. Channels Core business systems E-commerce & billing platforms Fraud management Order and appointment management Transaction processing CRM and case management Workflow Orchestration allows rapid iteration of customer experiences

13. Getting out of the infrastructure game Rapid feature delivery Global cloud scale AI capability & Connectivity Agent flexibility Infrastructure Modernisation outcome

14. https://www.webex.com/gp/forrester-tei-contact-center.html

15. Evolve your Customer Experience operations PAST FUTURE Customer Experience Leverage your insights for AI triage, with a human goalie Automate inbound simple customer queries Gain Insights on what customers need help with Expand Digital communications Provide a next-gen Agent experience Modernise your CX infrastructure Analyse your top call drivers, expand to whole customer journeys Deliver discrete outbound communications, expand to a digital front door Migrate to a cloud or hybrid cloud infrastructure Provide your agents flexibility and context

16. Across digital automation, self-service, and human engagement Delivering a fully connected journey Proactive notification Self-service options Contact Center agent desktop with full customer context Experience survey Handover to human agent Digital automation and self-service Digital automation Human engagement Journey Data Services Enterprise collaboration

17.   Personalized, context-aware customer experience Real-time journey data service AVAILABLE NOW

18. AVAILABLE NOW Reimagined Agent Desktop

19. Proprietary agent answers Automatic c ontact summaries & recommended next actions Integrated collaboration tools Complete customer context & journey data Make agents effective

20. Distributed Agents 20 User on PSTN Mobile or landline Users at home on WebRTC PSTN User at home with soft client or handset Users in office (soft client or handset) PSTN WFO (Option) Analytics Quality WFM Webex Contact Center PSTN

21. Access experts with integrated Webex App 31% reduction in escalated calls 71% decrease in  transferred calls 56% increase in NPS Customer results from integrated agent access to back-office peers: Available Now

22. Microsoft Teams interoperability Connect front office agents to back-office knowledge workers. Available Now Engage Teams-based experts with consolidated Azure directory and presence. Conference or transfer to Teams users. Skills-based routing of inbound calls from Microsoft Teams.

23. Agents can consult or transfer calls to Webex knowledge workers with real-time presence and user information. This feature enables agents to quickly identify the appropriate knowledge worker for consultation or transfer during a voice interaction and thereby eliminate time and context switching spent checking on their availability for assistance. Supported for both Webex and Microsoft Teams back-office users. Consult/Transfer to Knowledge Workers with Presence Lookup

24. Embedded CRM integrations © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 24 Seamless integrations Access contact center functionality from the business applications your agents use every day, like Salesforce, Zendesk, and Microsoft Dynamics. Agents benefit from seamless workflows, a unified experience and improved contact center performance - all with less complexity.

25. Business application integrations Integrated Workflow based screen pops Full Webex Omni-Channel Management Data source for routing and agent caller details Supports WebRTC, Webex Calling and Third—party voice Embedded Native embedded app in CRM Voice only experience Embedded screen pops Click to Call Supports Webex Calling and Third-party voice

26. CRM based Routing and Logic Customer CRM Look up Check Contact Check Open Case Open Case? Hello John Smith If this is regarding your existing case #12345, Press 1 or say Yes Otherwise say No, or press 2 Menu Queue Queue Yes No 1 2

27. AVAILABLE NOW Reimagined Supervisor Desktop

28. In-house agent knowledge articles Call Summarisation Agent b urnout detection Complete customer context & journey data Make agents effective with AI In beta now Available Now In beta now Beta Q4 CY24

29. Conversation Summaries In Beta Now Call drop summary to eliminate customer repeats. AI Assistant Dropped calls

30. Conversation Summaries In Beta Now AI-generated chat and voice summaries for seamless handoffs. AI Assistant Virtual agent handoff

31. Conversation Summaries AI Assistant - BETA Q4 CY24 Intelligent session summaries, extracted from transcripts. Includes suggested next actions and wrap-up reasons. Agent summary and wrap-up

32. Generative text suggests replies, bringing in context and history. Suggested  responses BETA Q4 CY24 AI Assistant

33. Agent answers Provide agents with a real-time knowledge coach. 17% of agent time is spent searching for relevant answers for customers AI Assistant BETA Q4 CY24

34. Real-time transcription Highly accurate digital and voice transcripts allow agents to focus on the customer, not on taking notes. BETA H2 CY24 AI Assistant

35. Workforce Management (WFM) Dynamic scheduling allows agents, supervisors, and staffing analysts to collaborate live. *Optional Webex Contact Center feature Webex Workforce Optimization *

36. Quality Management (QM) Evaluate and measure agent efficiency and performance through tailored evaluation forms. Boost morale via gamification and agent self-assessment. Webex Workforce Optimization * *Optional Webex Contact Center feature © 2022 Cisco and/or its affiliates. All rights reserved.

37. Outcome placeholder 31% reduction in escalated calls 71% decrease in  transferred calls 56% increase in NPS Customer results from integrated agent access to back-office peers: Agent retention Reduced AHT Increased NPS

38. Evolve your Customer Experience operations PAST FUTURE Customer Experience Leverage your insights for AI triage, with a human goalie Automate inbound simple customer queries Gain Insights on what customers need help with Expand Digital communications Provide a next-gen Agent experience Modernise your CX infrastructure Analyse your top call drivers, expand to whole customer journeys Deliver discrete outbound communications, expand to a digital front door Migrate to a cloud or hybrid cloud infrastructure Provide your agents flexibility and context

39. Enhance the customer experience Seamless digital to human transitions Automated, proactive digital engagement Broad choice of channels to communicate on Self-service with smart virtual agents and chat bots

40. Human-assisted digital channels in Webex Contact Center SMS Apple Messages for Business WhatsApp Business Facebook Messenger Web chat Email

41. Agent Initiated Outbound messaging Agent ability to send out a message while handling a contact or not Introducing outbound digital channels capability via Webex Contact Center’s Agent Desktop. This allows agents to initiate out of band interactions with end customers/external organizations via SMS and Email Caveats/Limitations on feature: Outbound via digital channels will be limited to SMS and Email for now Entails the ability to initiate a 1-1 conversation and does not relate to campaigns (a consideration for later)

42. Proactive outbound communications Engage customers on their channel of choice with personal, in-the-know communications to keep them informed and engaged. 25B+ Interactions per year

43. Channels Core business systems E-commerce & billing platforms Fraud management Order and appointment management Transaction processing CRM and case management Workflow Orchestration

44. Digital use cases Retail Conversational Marketing Abandoned Baskets Order Inquiries Delivery Notifications Personalised Marketing Click and Collect Alerts Finance Fraud Mitigation Paperless Statements Payment Confirmation Balance Alerts Suspicious Transactions Credit Card Increase Travel Virtual Concierge Service Upsell Travel Disruptions Personalised Marketing Conversational Sales Luggage Alerts Public Sector Healthcare Comms Police: Non-emergency Tax Payments Housing – Rent collections Vaccinations Virtual Healthcare Appointments Education Emergency alerts Tour scheduling Tuition alerts & payments Student services engagement Recruitment & alumni campaigns Call Deflection Appointment Management Payment Reminders & Collections Proactive communications Aged Care Tour reminders Excursion reminders Emergency Broadcast

45. Automatically send a text link to chat directly with an agent For a UK utilities customer, 20-30% of callers opted to chat, allowing for faster, more cost-effective service Inbound call deflection Webex Contact Center sends an outbound SMS to the customer’s mobile The agent begins to serve the customer over SMS via contact center desktop

46. Placeholder – proactive whatsapp message demo

47. Placeholder – WhatsApp digital front door

48. 48 Drive discovery & opt-ins of digital channels Ensure you have placed prominent opt-ins at the right touchpoints Desktop QR codes Wa.me links Opt-in checkbox to receive WhatsApp notifications Click to launch buttons Mobile Launch with button click Launch with URL During the online transaction process Signposting via QR Codes Via email, SMS, or within mobile app Via lead ads that allow opt-in

49. Outcome: 30% reduction in call volume using digital deflection Reduction in late payments New marketing channels to reach customers Expand Digital Communications

50. Evolve your Customer Experience operations PAST FUTURE Customer Experience Leverage your insights for AI triage, with a human goalie Automate inbound simple customer queries Gain Insights on what customers need help with Expand Digital communications Provide a next-gen Agent experience Modernise your CX infrastructure Analyse your top call drivers, expand to whole customer journeys Deliver discrete outbound communications, expand to a digital front door Migrate to a cloud or hybrid cloud infrastructure Provide your agents flexibility and context

51. 51 Drive action with quality & operational data With Webex Contact Center Analyzer real-time and historical reports and dashboards.

52. Topic Analytics Recognize and track operations and business trends in the contact center for rapid optimization. Surface trends in why customers are calling in to the contact center Use insights to create additional bots, self-service resources, or additional workflows to better serve customers Foundational capability for many other analytics use cases In Beta Now AI Assistant

53. Topic Analytics Demo placeholder

54. Post-interaction surveys can be delivered to the customer via text (SMS), e-mail, or interactive voice response (IVR) Empowers customers to give immediate feedback Allows agents to customize interactions with knowledge of previous customer experience ratings Close the feedback loop

55. Leverage 100% interactions for insights and decision making for maximizing customer satisfaction and agent performance. Auto Customer Satisfaction (CSAT) Score AI Assistant In Beta Now 85% of customers won’t leave a post-call survey

56. Webex Workforce Optimization * Workforce Optimization Analytics Analyze speech and desktop actions to gain insights. Correlate agent performance to net promoter scores (NPS). *Optional Webex Contact Center feature © 2022 Cisco and/or its affiliates. All rights reserved.

57. Evolve your Customer Experience operations PAST FUTURE Customer Experience Leverage your insights for AI triage, with a human goalie Automate inbound simple customer queries Gain Insights on what customers need help with Expand Digital communications Provide a next-gen Agent experience Modernise your CX infrastructure Analyse your top call drivers, expand to whole customer journeys Deliver discrete outbound communications, expand to a digital front door Migrate to a cloud or hybrid cloud infrastructure Provide your agents flexibility and context

58. Self-service with smart, conversational virtual agents Any time, any where access for common questions and tasks with seamless escalation to a live agent if needed. Bridges Bank > Memorial Medical > 77% of customers favor intelligent self-service AI Assistant Frequently asked questions Appointment reminders and scheduling Available now

59. Q&A Bots: Use natural language understanding (NLU) to match customer questions match against a customizable FAQ knowledge base Task Bots: Sophisticated engine that obtains relevant data from users to guide multi-turn conversations Manage and customize self-service with ease Customers can also use a Google Dialogflow node to integrate directly to their Google account AI Assistant Available now

60. Multiple CCAI Options Webex FAQ Bots Webex Task Bots BYOVA November 2024

61. Automate where you can, human where you must 61 Do/Learn Automate Human interaction Automated interactions Self-service

62. Detects early indicators of agent stress Automatically trigger corrective action Agent burnout detection Make agent well-being the core of your customer experience strategy BETA Q1 CY24 AI Assistant

63. How does Agent Burnout Detection work? BRKCCT-2030 63 Call recordings and transcripts Operational metrics WFO/WFM data Indicate reasons for notification Detect Listen Act Collab tools Real time insights Display burnout index, performance metrics Before call actions Call routing, Omnichannel allocation, Breaks, Schedule adjustments, Thrive reset During call actions Whisper coaching, Get help tool Historic insights Periodic reports with insights, trends and recommended corrective measures Detect presence of stressors Continuously monitor shifts in agent performance, schedule, and other metrics Calculate and assign a unique burnout index for every agent Define thresholds to indicate the degree of burnout