思科全渠道聯絡中心 - 深入了解解決實際業務案例的能力.pdf

1、#CiscoLive#CiscoLiveShadab Abbasi,Technical Solutions ArchitectAnuj Bhatia,Customer Delivery Technical LeaderEmerik Giorgetti,Director Product ManagementBRKCCT-2017A deep dive into the capabilities solving real business casesThe Cisco Omnichannel Contact Center 2023 Cisco and/or its affiliates.All r

2、ights reserved.Cisco Public#CiscoLiveEnter your personal notes hereCisco Webex App 3Questions?Use Cisco Webex App to chat with the speaker after the sessionFind this session in the Cisco Live Mobile AppClick“Join the Discussion”Install the Webex App or go directly to the Webex spaceEnter messages/qu

3、estions in the Webex spaceHowWebex spaces will be moderated by the speaker until June 9,2023.12343https:/ 2023 Cisco and/or its affiliates.All rights reserved.Cisco PublicBRKCCT-2017Agenda 2023 Cisco and/or its affiliates.All rights reserved.Cisco PublicThe omnichannel imperativeSolution overviewUse

4、 case live demosUse case overviewLive demoBehind the scenes:how to build itKey takeaways,Q&ABRKCCT-20174The omnichannel imperative 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveThe Customer Experience Imperative6BRKCCT-2017Maximizesatisfaction Minimizecost 2023 Cisco and

5、/or its affiliates.All rights reserved.Cisco Public#CiscoLiveDigital channels powered by Cisco contact center7BRKCCT-2017SMSApple Messages for BusinessWhatsApp BusinessFacebook MessengerWeb chatEmail 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveCisco omnichannel contact

6、 center solutions8BRKCCT-2017Webex Contact Center Webex Contact Center Enterprise Unified Contact Center EnterprisePackaged Contact Center EnterpriseCloudOn-premises 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveCisco omnichannel contact center key capabilities9BRKCCT-20

7、17No code/low code visual flow orchestration Unified agent desktopCross-channel customer journey historyUnified reportingUniversal queuing for voice and digital channelsNative Bot Builder 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveOmnichannel customer journey10BRKCCT-

8、2017Proactive notificationsDigital automationSelf-service optionsHandover to human agentContact center agent desktop with full customer context Human engagementExperiencesurveyPersonalized offersDigital automation follow-up 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLive1

9、1BRKCCT-2017Proactive notificationsDigital automationSelf-service optionsHandover to human agentContact center agent desktop with full customer context Human engagementExperiencesurveyPersonalized offersDigital automation follow-upOmnichannel customer journey 2023 Cisco and/or its affiliates.All rig

10、hts reserved.Cisco Public#CiscoLive12BRKCCT-2017Proactive notificationsDigital automationSelf-service optionsHandover to human agentContact center agent desktop with full customer context Human engagementCustomer JourneyExperiencesurveyPersonalized offersDigital automation follow-upOmnichannel custo

11、mer journey 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveFor consumers13BRKCCT-2017Better user experiencesEnables choice&personalizationGet things done faster 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveFor companies14BRKCCT-2017Lower oper

12、ational costsIncreased productivityHigher customer loyalty&satisfactionSolution overview 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveCisco omnichannel contact center solutions16BRKCCT-2017Webex Contact Center Webex Contact Center Enterprise Unified Contact Center Enter

13、prisePackaged Contact Center EnterpriseCloudOn-premises 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveCisco omnichannel contact center solutions17BRKCCT-2017Webex Contact Center Webex Contact Center Enterprise Unified Contact Center EnterprisePackaged Contact Center Ente

14、rpriseCloudOn-premisesWebex ConnectCommunications Platform as a Service(CPaaS)2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLive18BRKCCT-2017AssetsFlowsWebex ConnectDigital Flow ManagerAgent DesktopAdmin PortalPreset TemplatesWeb Chat WidgetWebex EngageWidgetQ&A/Task BotsQue

15、ues,Skills,ProfilesWebex Contact CenterAnalyzer ReportsAPIs,app dataMediaArchitecture overviewDigital channels in Webex Contact Center12354 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLive19BRKCCT-2017AssetsFlowsWebex ConnectCCE RouterFinesse DesktopPreset TemplatesQ&A/Tas

16、k BotsWebex EngageWidgetWeb Chat WidgetEnterprise contact centerFinesse ServerAPIs,app dataMediaDMZCloud ConnectDigital Routing APIsMedia Routing PGMedia Routing PIMAgent PGIntelligence Center reportingAdmin PortalAgent desktopArchitecture overviewDigital channels in Enterprise solutions(Unified,Pac

17、kaged,and Webex CCE)1234566Use Cases and Live DemosUse case&Demo 1Queue Deflection to SMS 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveQueue Deflection to SMS22469 857 8296Call volumes are high469 857 829600.20Weve got some options for you that will be quicker&more conv

18、enient than waiting.Press 1 now and well send you an SMS to get started.Digital Channel Offer is madeMESSAGESnowThanks for Choosing SMS.Click on this link to use an online service or type“Hi”to start a conversation An SMS notifies the appropriate digital assetCaller clicks SMS url to self-serve BRKC

19、CT-2017 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLive23The customer opts for SMS Interaction WxCC Voice FlowWxCC Voice FlowQueue Deflection to SMS BRKCCT-2017 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveQueue Deflection to SMS24The custome

20、r opts for SMS Interaction WxCC Voice FlowWxCC Voice FlowRequest via Webhook reaches SMS FlowWxCC SMS FlowWxCC SMS FlowBRKCCT-2017 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveQueue Deflection to SMS25The customer opts for SMS Interaction WxCC Voice FlowWxCC Voice FlowR

21、equest via Webhook reaches SMS FlowWxCC SMS FlowWxCC SMS FlowBRKCCT-2017 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveQueue Deflection to SMS26The customer opts for SMS Interaction WxCC Voice FlowWxCC Voice FlowRequest via Webhook reaches SMS FlowWxCC SMS FlowWxCC SMS F

22、lowCustomerMESSAGESnowThanks for Choosing SMS.Click on this link to use an online service or type“Hi”to start a conversation BRKCCT-2017 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveQueue Deflection to SMS27The customer opts for SMS Interaction WxCC Voice FlowWxCC Voice

23、 FlowRequest via Webhook reaches SMS FlowWxCC SMS FlowWxCC SMS FlowMESSAGESThanks for Choosing SMS.Click on this link to use an online service or type“Hi”to start a conversation CustomerBRKCCT-2017 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveQueue Deflection to SMS28Re

24、quest via Webhook reaches SMS FlowWxCC SMS FlowWxCC SMS FlowCustomerBRKCCT-2017 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveQueue Deflection to SMS29Request via Webhook reaches SMS FlowWxCC SMS FlowWxCC SMS FlowCustomerBRKCCT-2017 2023 Cisco and/or its affiliates.All r

25、ights reserved.Cisco Public#CiscoLiveQueue Deflection to SMS30CustomerBRKCCT-2017 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveQueue Deflection to SMS31CustomerAgent BRKCCT-2017Use case&Demo 2Rich Media Chat&Bot Interactions 2023 Cisco and/or its affiliates.All rights r

26、eserved.Cisco Public#CiscoLiveChat Initiated Agent InteractionRich Media Chat&Bot Interaction33Agent Interaction Specialist interacts with customerCarouselCarousel is presented to select the desired termBot InteractionBot interprets questions via Natural Language Processing(NLP)The task is escalated

27、 to the desired specialistEscalate to AgentBRKCCT-2017 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLive34BRKCCT-2017Pre-Chat Form Node executes the Connect TemplateWxCC Bot FlowWxCC Bot FlowRich Media Chat&Bot Interaction 2023 Cisco and/or its affiliates.All rights reserve

28、d.Cisco Public#CiscoLiveRich Media Chat&Bot Interaction35BRKCCT-2017Pre-Chat Form Node executes the Connect TemplateWxCC Bot FlowWxCC Bot Flow 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLive36BRKCCT-2017Bot Node interacts with Customer Queries WxCC Bot FlowWxCC Bot FlowRi

29、ch Media Chat&Bot Interaction 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLive37BRKCCT-2017Bot Node interacts with Customer Queries WxCC Bot FlowWxCC Bot FlowRich Media Chat&Bot Interaction 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLive38BRKCCT

30、-2017Carousel Executed to select the required optionWxCC Bot FlowWxCC Bot FlowRich Media Chat&Bot Interaction 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLive39BRKCCT-2017Carousel Executed to select the required optionWxCC Bot FlowWxCC Bot FlowRich Media Chat&Bot Interacti

31、on 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLive40BRKCCT-2017Queue Task node Escalates the task to AgentWxCC Bot FlowWxCC Bot FlowRich Media Chat&Bot Interaction 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLive41BRKCCT-2017Queue Task node Esca

32、lates the task to AgentWxCC Bot FlowWxCC Bot FlowRich Media Chat&Bot InteractionUse Case&Demo 3Proactive Notification 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveProactive Notification(Apple Messages for Business)43BRKCCT-2017Proactive Notification with Rich Content 20

33、23 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLive44BRKCCT-2017Proactive Notification with Rich ContentProactive Notification(Apple Messages for Business)2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLive45BRKCCT-2017Proactive Notification with Rich Co

34、ntentOptions via Carousel Confirmation on purchaseProactive Notification(Apple Messages for Business)2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLive46BRKCCT-2017AMB Node executed to notify customer on the ProgressApple Notification FlowApple Notification FlowProactive Not

35、ification(Apple Messages for Business)2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLive47BRKCCT-2017AMB Node executed to present rich text and link to customerApple Notification FlowApple Notification FlowProactive Notification(Apple Messages for Business)2023 Cisco and/or

36、its affiliates.All rights reserved.Cisco Public#CiscoLive48BRKCCT-2017AMB Node executed to present CarouselApple Notification FlowApple Notification FlowProactive Notification(Apple Messages for Business)2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLive49BRKCCT-2017AMB Node

37、 executed to present CarouselApple Notification FlowApple Notification FlowProactive Notification(Apple Messages for Business)Use case&Demo 4Journey Data Service Desktop Gadget 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveJourney Data Service Desktop Gadget51BRKCCT-2017

38、Journey Data ServiceJourney Data ServiceIt is an API-first service that enables organizations to:Listen&IdentifyAnalyze&ActCustomer Journey widgetCustomer Journey widgetEnables agents to understand a customers journey across all the supported channels 2023 Cisco and/or its affiliates.All rights rese

39、rved.Cisco Public#CiscoLive52BRKCCT-2017Journey Data ServiceJourney Data ServiceIt is an API-first service that enables organizationsListen&IdentifyAnalyze&ActCustomer Journey widgetCustomer Journey widgetEnables agents to understand a customers journey across all the supported channelsJourney Data

40、Service Desktop Gadget 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLive53BRKCCT-2017Voice ChannelSMS ChannelDemo 1Demo 1Journey Data Service Desktop Gadget 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLive54BRKCCT-2017Voice ChannelSMS ChannelCarou

41、selChat ChannelDemo 1Demo 1Demo 2Demo 2Journey Data Service Desktop Gadget 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLive55BRKCCT-2017Whats Next?Whats Next?Improved Improved UXUXEnriching journey insights Enriching journey insights with advanced analysisinteraction inten

42、tinteraction summaries incl full transcriptsinteraction sentimentJourney Data Service Desktop GadgetKey takeaways,Q&A 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLive57BRKCCT-2017Cisco omnichannel contact center solutions Proactive notificationsDigital automationSelf-servi

43、ce optionsHandover to human agentContact center agent desktop with full customer context Human engagementCustomer JourneyExperiencesurveyPersonalized offersDigital automation follow-up 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLive58BRKCCT-2017 2022 Cisco and/or its affi

44、liates.All rights reserved.Cisco Public#CiscoLiveCisco Contact Center solutions can deliver delightful digital customer journeysDo more with what you have:digital channels are included in Flex 3.0(usage-based)Richer interactions and intelligent automation that go beyond traditional email and chatKey

45、 takeaways 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveHigh-level roadmap(digital channels)Details and dates subject to changeCY 2023Focus on Developer and Admin UXSimplified Connect workflowsStreamline administration(Control Hub)Security and compliance featuresJourney

46、 Data ServicesExperience Management(Surveys)AI:Bot Builder support for Voice Transcription APIs59BRKCCT-2017CY 2024Focus on Consumer,Agent&Supervisor UXAdditional digital channels(ex:GBM)Channel extensibility via APIsCherry-pickingPark/hold conversationsAI:Agent Answers,universal harnessSupervisor b

47、arge-in Proactive campaignsNDA content 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveFill out your session surveys!Attendees who fill out a minimum of four session surveys and the overall event survey will get Cisco Live-branded socks(while supplies last)!60BRKCCT-2017Th

48、ese points help you get on the leaderboard and increase your chances of winning daily and grand prizesAttendees will also earn 100 points in the Cisco Live Game for every survey completed.2023 Cisco and/or its affiliates.All rights reserved.Cisco PublicContinue your educationVisit the Cisco Showcase

49、 for related demosBook your one-on-oneMeet the Engineer meetingAttend the interactive education with DevNet,Capture the Flag,and Walk-in LabsVisit the On-Demand Library for more sessions at www.CiscoL you#CiscoLiveQ&A 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLive63Gamif

50、y your Cisco Live experience!Get points Get points for attending this session!for attending this session!Open the Cisco Events App.Click on Cisco Live Challenge in the side menu.Click on View Your Badges at the top.Click the+at the bottom of the screen and scan the QR code:How:123463 2023 Cisco and/or its affiliates.All rights reserved.Cisco PublicBRKCCT-2017#CiscoLive