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Remote Agents
Technical and Management Consideration
Leonard (Leni) Selvaggio
Industry Solutions Manager
Cisco Systems

February 7, 2013


© 2011 Cisco and/or its affiliates.2013 Cisco and/or its affiliates. All rights reserved.
                                 © All rights reserved.                                     Cisco Confidential   1   Cisco Confidential   1
• What is driving the need for Remote Experts
             • Crisis of Immediacy
             • Customer Leakage/Defection

• What is Needed to Deliver Remote Expertise
• What is Not Remote Expert
• Examples of Remote Expert
             • Industry Examples
             • Best Practices

• Q&A



© 2011 Cisco and/or its affiliates.2013 Cisco and/or its affiliates. All rights reserved.
                                 © All rights reserved.                                     Cisco Confidential   2   Cisco Confidential   2
© 2011 Cisco and/or its affiliates.2013 Cisco and/or its affiliates. All rights reserved.
                                 © All rights reserved.                                     Cisco Confidential   3   Cisco Confidential   3
© 2011 Cisco and/or its affiliates. All rights reserved.   Cisco Confidential   4
© 2011 Cisco and/or its affiliates. All rights reserved.   Cisco Confidential   5
© 2011 Cisco and/or its affiliates. All rights reserved.   Cisco Confidential   6
© 2011 Cisco and/or its affiliates. All rights reserved.   Cisco Confidential   7
© 2011 Cisco and/or its affiliates. All rights reserved.   Cisco Confidential   8
© 2011 Cisco and/or its affiliates. All rights reserved.   Cisco Confidential   9
© 2011 Cisco and/or its affiliates. All rights reserved.   Cisco Confidential   10
© 2011 Cisco and/or its affiliates.2013 Cisco and/or its affiliates. All rights reserved.
                                 © All rights reserved.                                     Cisco Confidential   11   Cisco Confidential   11
© 2011 Cisco and/or its affiliates. All rights reserved.   Cisco Confidential   12
© 2011 Cisco and/or its affiliates. All rights reserved.   Cisco Confidential   13
© 2011 Cisco and/or its affiliates. All rights reserved.   Cisco Confidential   14
© 2011 Cisco and/or its affiliates. All rights reserved.   Cisco Confidential   15
© 2011 Cisco and/or its affiliates. All rights reserved.   Cisco Confidential   16
© 2011 Cisco and/or its affiliates. All rights reserved.   Cisco Confidential   17
© 2011 Cisco and/or its affiliates. All rights reserved.   Cisco Confidential   18
© 2011 Cisco and/or its affiliates. All rights reserved.   Cisco Confidential   19
© 2011 Cisco and/or its affiliates.2013 Cisco and/or its affiliates. All rights reserved.
                                 © All rights reserved.                                     Cisco Confidential   20   Cisco Confidential   20
© 2011 Cisco and/or its affiliates.2013 Cisco and/or its affiliates. All rights reserved.
                                 © All rights reserved.                                     Cisco Confidential   21   Cisco Confidential   21
© 2011 Cisco and/or its affiliates.2013 Cisco and/or its affiliates. All rights reserved.
                                 © All rights reserved.                                     Cisco Confidential   22   Cisco Confidential   22
Customer completes
                                                                         Application queries      Mortgage Broker
                                                                                                                              application

                                                              LOAN
                                                           ORIGINATION


                                                                                                 Live video discussion      Remote Expert
                                                                                                reviewing disclosures;    facilitates informed,
                                                                                               application requirements   accurate application




© 2011 Cisco and/or its affiliates. All rights reserved.                                                                                 Cisco Confidential   23
Wealth Manager        Improved portfolio
                                                                        Customer queries
                                                                                                 (CFA)               performance

                                                            PORTFOLIO
                                                           MANAGEMENT


                                                                                           Live video discussion    Remote Expert
                                                                                            reviewing portfolio;      facilitates
                                                                                             investment advice     knowledge share




© 2011 Cisco and/or its affiliates. All rights reserved.                                                                        Cisco Confidential   24
RRSP Expert


                                                                                                Retirement          Customer purchases
                                                                        Customer queries
                                                                                                 Planner                  RRSP

                                                           RETIREMENT
                                                            PLANNING



                                                                                           Live video conference;     Remote Expert
                                                                                           targeted RRSP advice       facilitates sale




© 2011 Cisco and/or its affiliates. All rights reserved.                                                                          Cisco Confidential   25
Customer queries   Mortgage Broker     Complete process

                                                              LOAN
                                                           ORIGINATION




                                                                         Customer queries   Wealth Manager      Knowledge share

                                                            PORTFOLIO
                                                           MANAGEMENT




                                                                         Customer queries   Retirement Expert    Purchase plan

                                                           RETIREMENT
                                                            PLANNING




© 2011 Cisco and/or its affiliates. All rights reserved.                                                                 Cisco Confidential   26
• Kitchen Design                                                                            • Justice System              • Plant floor access to
                                                                                                                            engineering
• Bathroom Design                                                                           • Traffic Ticket Resolution
                                                                                                                          • Product Design
• In-Aisle Help                                                                             • Pension Inquiry

• Interactive Kiosk with                                                                    • Land Dispute
      expert access
                                                                                            • Driver Licensing




© 2011 Cisco and/or its affiliates.2013 Cisco and/or its affiliates. All rights reserved.
                                 © All rights reserved.                                                                          Cisco Confidential   27   Cisco Confidential   27
© 2011 Cisco and/or its affiliates. All rights reserved.   Cisco Confidential   28
© 2011 Cisco and/or its affiliates. All rights reserved.   Cisco Confidential   29
Thank you.




© 2011 Cisco and/or its affiliates.2013 Cisco and/or its affiliates. All rights reserved.
                                 © All rights reserved.                                     Cisco Confidential   30   Cisco Confidential   30

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Remote Agents - Technical and Management Considerations

  • 1. Remote Agents Technical and Management Consideration Leonard (Leni) Selvaggio Industry Solutions Manager Cisco Systems February 7, 2013 © 2011 Cisco and/or its affiliates.2013 Cisco and/or its affiliates. All rights reserved. © All rights reserved. Cisco Confidential 1 Cisco Confidential 1
  • 2. • What is driving the need for Remote Experts • Crisis of Immediacy • Customer Leakage/Defection • What is Needed to Deliver Remote Expertise • What is Not Remote Expert • Examples of Remote Expert • Industry Examples • Best Practices • Q&A © 2011 Cisco and/or its affiliates.2013 Cisco and/or its affiliates. All rights reserved. © All rights reserved. Cisco Confidential 2 Cisco Confidential 2
  • 3. © 2011 Cisco and/or its affiliates.2013 Cisco and/or its affiliates. All rights reserved. © All rights reserved. Cisco Confidential 3 Cisco Confidential 3
  • 4. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4
  • 5. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5
  • 6. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6
  • 7. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7
  • 8. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8
  • 9. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9
  • 10. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10
  • 11. © 2011 Cisco and/or its affiliates.2013 Cisco and/or its affiliates. All rights reserved. © All rights reserved. Cisco Confidential 11 Cisco Confidential 11
  • 12. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12
  • 13. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13
  • 14. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14
  • 15. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15
  • 16. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16
  • 17. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17
  • 18. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18
  • 19. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19
  • 20. © 2011 Cisco and/or its affiliates.2013 Cisco and/or its affiliates. All rights reserved. © All rights reserved. Cisco Confidential 20 Cisco Confidential 20
  • 21. © 2011 Cisco and/or its affiliates.2013 Cisco and/or its affiliates. All rights reserved. © All rights reserved. Cisco Confidential 21 Cisco Confidential 21
  • 22. © 2011 Cisco and/or its affiliates.2013 Cisco and/or its affiliates. All rights reserved. © All rights reserved. Cisco Confidential 22 Cisco Confidential 22
  • 23. Customer completes Application queries Mortgage Broker application LOAN ORIGINATION Live video discussion Remote Expert reviewing disclosures; facilitates informed, application requirements accurate application © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 23
  • 24. Wealth Manager Improved portfolio Customer queries (CFA) performance PORTFOLIO MANAGEMENT Live video discussion Remote Expert reviewing portfolio; facilitates investment advice knowledge share © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 24
  • 25. RRSP Expert Retirement Customer purchases Customer queries Planner RRSP RETIREMENT PLANNING Live video conference; Remote Expert targeted RRSP advice facilitates sale © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 25
  • 26. Customer queries Mortgage Broker Complete process LOAN ORIGINATION Customer queries Wealth Manager Knowledge share PORTFOLIO MANAGEMENT Customer queries Retirement Expert Purchase plan RETIREMENT PLANNING © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 26
  • 27. • Kitchen Design • Justice System • Plant floor access to engineering • Bathroom Design • Traffic Ticket Resolution • Product Design • In-Aisle Help • Pension Inquiry • Interactive Kiosk with • Land Dispute expert access • Driver Licensing © 2011 Cisco and/or its affiliates.2013 Cisco and/or its affiliates. All rights reserved. © All rights reserved. Cisco Confidential 27 Cisco Confidential 27
  • 28. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 28
  • 29. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 29
  • 30. Thank you. © 2011 Cisco and/or its affiliates.2013 Cisco and/or its affiliates. All rights reserved. © All rights reserved. Cisco Confidential 30 Cisco Confidential 30