BRKCCT-2661 Video Enabling The Contact Centre Through Remote Experts and Mobile Advisers ...

58 Pages·2015·4.65 MB·English

by  Bil Dry

Video Enabling The Contact Centre
Through Remote Experts
and Mobile Advisers
BRKCCT-2661
Barry Fialkov, Technical Solutions Architect
#clmel
Agenda
• Introduction
• Solution Architecture
• Flows
• Case Studies
• Conclusion
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Remote Expert Addresses Key Challenges
Sales and Service Challenges How to Address the Challenges
• Lack of local experts • Simplify Multi-Channel Delivery
• Delivering a face-to-face experience • Immersive Experience
• Limited ability to scale
• Virtualise the Workforce
BRKCCT-2661 © 2015 Cisco and/or its affiliates. All rights reserved. Cisco Public 4
UC, Presence
Management
and Intelligent
Routing
Branch/Store
Video Conference
Digital Communications
Recording
Combined Customer
Profile Databases
Unified Communications
Technology
BRKCCT-2661 © 2015 Cisco and/or its affiliates. All rights reserved. Cisco Public
Solution Core
BRKCCT-2661 © 2015 Cisco and/or its affiliates. All rights reserved. Cisco Public
Remote Expert Immersive
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Remote Expert Kiosk
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Remote Expert Mobile
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Remote Expert Vision
Delivering Engaging Customer Experiences
Public Home Branch/Store
EX90
Video Chat Now!
Video Chat Now!
You Can Afford that M5!
Let us show you how
Video Chat Now!
• Sees the Message • Confers with Family • Video Chats with Expert
• Video Chats with Expert • Video Chats with Expert • Makes the Purchase
Interactive Kiosk “Kiosk” Mobile/Remote “Mobile” Immersive Video “Immersive”
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