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Servion Presentation 20 April 2011

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Peter Borup Jakobsen
Peter Borup Jakobsen

This presentation was done in a Luncheon seminar at St Region on 20th April for Customers of Servion and Cisco Systems

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Customer Care in the Post PC Era... Peter Borup Jakobsen Cisco Systems @gociscocollab @arise2010 © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1
average tweets per hour 12.9million
Content links shared on Facebook monthly >30billion
YouTube Mobile videos served up daily 100Million
Number of People searches on Linkedin in 2010 2Billion
Number of Singaporean’s on Facebook 2.2Million
Changing the way we work Collaborative Tools Text Voice, Video Number of Stakeholders Many Social Networking Video on Demand Discussion Forums Unified Communications Wikis Blogs Contact Center E-mail Conferencing IM TelePresence Documents One Voice mail
Post PC Era... 2010 iPad + Mac = 12% PC Share 3.6B 100+ Mobile devices* Million Tablets 300,000 1.8B Daily Mobile Android web access 70% Activations devices* of college freshman **Gartner research prediction; Gartner Forecast: Tablet PCs, Worldwide, November, 2010
a day in the life of Peter... 9
a day in the life of Peter... 10
Post PC era..?
The need for a new approach Market Trends Business Impact Personal Factors !  Opex/Capex Management !  Dispersed Workforces !  Remote Agent !  Heterogeneous Environment !  Video Proliferation !  Rise of personal !  Complex Deployments collaboration/Social Media !  Content/Device Explosion !  Voice of the Customer !  Workforce/Capacity planning !  New Customer Service Channels !  Data security !  Ease of adoption !  Social Media !  Tools, Applications & !  Trust at a Distance Organizations in Silos !  Cloud Services !  Expertise/Info on Demand Traditional tools do not address these challenges
Collaboration drives Business Value Cost Employee Customer Competitive Reduction Productivity Innovation Intimacy Differentiation Messaging TelePresence Mobility Communities Customer Care IP Communications Conferencing Social Networking
Trends in Customer Care Knowledge Management Social goes Mobile mainstream Customer Experience Personalization of Customer Experience Real Time Customer SaaS & Service Virtualization
Its not just about Voice anymore... The new customer service frontier
My translation... ““ The goal of The goal of Customer Care Collaboration is is not Customer not Collaboration Care itself, but itself, but great great results. ” results. ”
Cisco Strategic Direction Interoperable, Open Architecture Secure Flexible Inter-Company Consumption Models Integrated Experience Enterprise Pervasive Video Social Software
Cisco Collaboration Architecture Devices Provisioning Desktop Mobile In-Room Federation Conferencing Customer Care Collaboration Enterprise Social Software IP Communications Applications Administration Maintenance Encryption Messaging Telepresence Client Services Medianet Services Client Services Framework Interface Lightweight APIs AAA COMMUNICATION Real-time Presence / Location Metadata Tagging Messaging Real-time Policy Collaboration Session Mgmt Data Sharing Social Graphing Management Services Operations Scheduling and Services Calendaring Authoring Semantic Processing Identity Workflow Recording/Playback Search CONTENT Transcoding Transrating Transcribing Security Services Medianet Services Auto-Discovery Auto-Configuration Resource Control Network Services Transport Signaling QoS
The Road to Customer Collaboration Operational Metrics Customer Intimacy Reactive Proactive Agents Agents, Experts, Dynamic Teams Solicitation Participation Cost Center Growth Engine
Cisco Finesse !  Speed and efficiency in serving customers !  Highly customizable !  Web 2.0 extensibility !  Leveraging Cisco development in enterprise social software !  Support for Cisco’s Virtualization experience infrastructure
Cisco SocialMiner 1. Capture! Cisco SocialMiner 2. Analyze and Prioritize! Airline lost my luggage! 3. Communication Workflow! Customer 4. Assign and Engage! 5. Continuous Refined Search! Customer Care Agent
Implementation Process Cisco Servion Servion Cisco Technology Culture
Customer Example ! Kotak Mahindra Bank and Cisco win prestigious Asian Banker Award for Best Contact Center Deployment in APAC region
Closing...
Thank you.

More Related Content

Servion Presentation 20 April 2011

  • 1. Customer Care in the Post PC Era... Peter Borup Jakobsen Cisco Systems @gociscocollab @arise2010 © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1
  • 2. average tweets per hour 12.9million
  • 3. Content links shared on Facebook monthly >30billion
  • 4. YouTube Mobile videos served up daily 100Million
  • 5. Number of People searches on Linkedin in 2010 2Billion
  • 6. Number of Singaporean’s on Facebook 2.2Million
  • 7. Changing the way we work Collaborative Tools Text Voice, Video Number of Stakeholders Many Social Networking Video on Demand Discussion Forums Unified Communications Wikis Blogs Contact Center E-mail Conferencing IM TelePresence Documents One Voice mail
  • 8. Post PC Era... 2010 iPad + Mac = 12% PC Share 3.6B 100+ Mobile devices* Million Tablets 300,000 1.8B Daily Mobile Android web access 70% Activations devices* of college freshman **Gartner research prediction; Gartner Forecast: Tablet PCs, Worldwide, November, 2010
  • 9. a day in the life of Peter... 9
  • 10. a day in the life of Peter... 10
  • 12. The need for a new approach Market Trends Business Impact Personal Factors !  Opex/Capex Management !  Dispersed Workforces !  Remote Agent !  Heterogeneous Environment !  Video Proliferation !  Rise of personal !  Complex Deployments collaboration/Social Media !  Content/Device Explosion !  Voice of the Customer !  Workforce/Capacity planning !  New Customer Service Channels !  Data security !  Ease of adoption !  Social Media !  Tools, Applications & !  Trust at a Distance Organizations in Silos !  Cloud Services !  Expertise/Info on Demand Traditional tools do not address these challenges
  • 13. Collaboration drives Business Value Cost Employee Customer Competitive Reduction Productivity Innovation Intimacy Differentiation Messaging TelePresence Mobility Communities Customer Care IP Communications Conferencing Social Networking
  • 14. Trends in Customer Care Knowledge Management Social goes Mobile mainstream Customer Experience Personalization of Customer Experience Real Time Customer SaaS & Service Virtualization
  • 15. Its not just about Voice anymore... The new customer service frontier
  • 16. My translation... ““ The goal of The goal of Customer Care Collaboration is is not Customer not Collaboration Care itself, but itself, but great great results. ” results. ”
  • 17. Cisco Strategic Direction Interoperable, Open Architecture Secure Flexible Inter-Company Consumption Models Integrated Experience Enterprise Pervasive Video Social Software
  • 18. Cisco Collaboration Architecture Devices Provisioning Desktop Mobile In-Room Federation Conferencing Customer Care Collaboration Enterprise Social Software IP Communications Applications Administration Maintenance Encryption Messaging Telepresence Client Services Medianet Services Client Services Framework Interface Lightweight APIs AAA COMMUNICATION Real-time Presence / Location Metadata Tagging Messaging Real-time Policy Collaboration Session Mgmt Data Sharing Social Graphing Management Services Operations Scheduling and Services Calendaring Authoring Semantic Processing Identity Workflow Recording/Playback Search CONTENT Transcoding Transrating Transcribing Security Services Medianet Services Auto-Discovery Auto-Configuration Resource Control Network Services Transport Signaling QoS
  • 19. The Road to Customer Collaboration Operational Metrics Customer Intimacy Reactive Proactive Agents Agents, Experts, Dynamic Teams Solicitation Participation Cost Center Growth Engine
  • 20. Cisco Finesse !  Speed and efficiency in serving customers !  Highly customizable !  Web 2.0 extensibility !  Leveraging Cisco development in enterprise social software !  Support for Cisco’s Virtualization experience infrastructure
  • 21. Cisco SocialMiner 1. Capture! Cisco SocialMiner 2. Analyze and Prioritize! Airline lost my luggage! 3. Communication Workflow! Customer 4. Assign and Engage! 5. Continuous Refined Search! Customer Care Agent
  • 22. Implementation Process Cisco Servion Servion Cisco Technology Culture
  • 23. Customer Example ! Kotak Mahindra Bank and Cisco win prestigious Asian Banker Award for Best Contact Center Deployment in APAC region