With the increasing focus on customer loyalty from all levels of the enterprise, contact centres have a unique opportunity to move beyond their historical focus of cost cutting and efficiency to the realm of superior Customer Experience. Explore a new dimension for intimate customer interaction using Social Media such as Twitter, Facebook and more with this intriguing topic and discussion. Learn first hand from our Director of Cisco Contact Centre platforms on how this exciting collaboration method is a new opportunity to get better connected with your customers in a very unique way and how it can become an integral channel within your total Cisco Contact Center solution. Understanding what your clients are saying about your company in the public domain and how to proactively manage those in a dynamic way with your contact center, is the theme of this session. This session will also cover some key additions to Cisco's Unified Contact solutions portfolio, including a new Web 2.0 agent desktop, video enhanced customer care, integration of the contact centre through enterprise quality management, and more.

1. #CNSF2011
© 2011 Cisco and/or its affiliates. All rights reserved. 1

2. Wave 3
Transformation
Proactive
Customer Contact Video
Social
Collaboration CRM
Social Crowd
Integration
Mining Sourcing
Wave 2
Effectiveness
CRM CTI Segmentation Precision
Customer Routing Routing
Segmentation Outbound
Integrated
Voice IVR Natural Speech Customer
Wave 1 Analytics
Efficiency
Multisite Reporting Analytics Cloud
Cost ACD Load- IP and SaaS
Management 800 Service Balancing Telephony
Contact Borderless Virtual
Schedule/ Recording Networks Servers/
Forecasting WFO
Desktops
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3. Cisco Customer Collaboration Portfolio
Social Media
Virtual Customer Care
Contact Center Speech
Routing Self-Service
and Reporting
Collaboration Customer Multi-Media
Capture
Agent Desktop
Collaboration and Storage
Multichannel / Enterprise
CRM Collaboration
Video-Enabled
Customer Care
Today Emerging
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4. Virtualization
Web 2.0 Desktop Server and Client virtualization
Gadget-Enabled Collaboration Portals SIP
From Session Border Controllers
infrastructure to application enablement
Network-based Dialing
Scalable SIP Dialer
Scalability Video
Eight-fold performance increase in past years Business and Consumer Video
Robust Analytics Open Recording Architecture
Introducing Open Standards to Reduce Cost
Web-Based Analytics HTML5
Web Service APIs Dynamic Applications in the Browser
Open Standards with REST Web Services
XMPP
Social Network Integration Real-Time Messaging and Presence
Work activity based on Social Network information
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5. Cisco Finesse
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6. Cisco Finesse
Where Customer Collaboration Comes Together
 Speed and efficiency in
serving customers
 Highly customizable
 Web 2.0 extensibility
 Leveraging Cisco
development in
enterprise social
software

7. Cisco Finesse
Collaborative
Experience IT-Friendly Powerful Ecosystem
 Seamless
 Agent tools to collaboration  Partner
reduce handle integration Differentiation
time and improve  Intelligence through business
caller experience Center and vertical
 SocialMiner applications
 Empower agents  MediaSense
through the use  WFO  Partner Application
of a user-center  Standards Compliant Showcase and
designed product  Thin Client Reference Store

8. Modular Architecture enables targeted customization
Out-of-the-box & custom components within the same desktop
Out of the box feature-rich desktop
Integrated 3rd party browser-based app
without development
Customize out of the box desktop
Changing out of the box gadgets
Adding 3rd party gadgets, integrating into CRM apps
Build your own, using Finesse standard Web API
Cisco Finesse
Web Services
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9. Cisco Finesse Gadgets
Calabrio Workforce Management

10. Cisco Finesse Gadgets
NICE Quality Management
Cisco SocialMiner

11. Bringing Scale to Social Media Customer Care
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12. Cisco SocialMiner
Social Media Customer Care
1. Capture
Airline lost my luggage!
2. Analyze & Prioritize
Cisco
SocialMiner
3. Communication Workflow
Customer
4. Assign
Customer Care Agent
5. Engage

13. Industry Feedback
Best of Enterprise Connect 2011
This award honors companies who have made significant
technological advancements to benefit the enterprise
communications market
NGR Retail TouchPoints Award
Next-Gen Edge: SocialMiner offers retailers the ability
to configure multiplecampaigns to search for customer
postings on the public social web about products and
services.

14. Cisco SocialMiner
Overview
• Enable proactive customer service by queuing and assigning social web posts to
appropriate staff
• Complement brand monitoring dashboards
Features
 Real-time capture of social media postings
 Social media campaign management
 Route and queue contacts to experts
 Tagging
 Social Screen Pop
 Real-time Notifications via Instant Message, Email,
and Text
 Social media customer care metrics
 Rich set of Platform API’s for customization

15. Cisco SocialMiner
© 2011 Cisco and/or its affiliates. All rights reserved. 15

16. Social Media Customer Care Maturity Model
 Proactive Customer
Level Proactive  Social Media Business
5 Care
Engagement Intelligence
 Proactive Sales
 Scalable engagement  Managed process
Level Social Media
4 process  Team activity
Customer Care
 Teams work queues reports
 Social Media  Brand dashboarding
Level Social Media strategy  Minimal customer care
3 Marketing  Engagement involvement
marketing
Level Social Media  Facebook page and Twitter presence
2 Broadcasting  Broadcast standard marketing via social media
Level Listening  Occasional reporting
1  Reactive/surprised by social media
© 2011 Cisco and/or its affiliates. All rights reserved. 16

17. A Portfolio Approach
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18. Experience Connectivity Interactivity Capacity
 User  Standards  Increased  Video storage
interfaces customer and recording
 Interoperability expectations
 Usability  Bandwidth
 Network
 Different customer
 Consumer vs. readiness entry points
Business
© 2011 Cisco and/or its affiliates. All rights reserved. 18

19. Kiosk Mobile Phone Internet Browser IM Client On Demand
Life-like, in-person 3G/4G/WiFi Access Browser-base Commonly used clients Video broadcast to
video collaboration applications desktop PCs
Any Device
Video Customer Collaboration
Common Routing & Reporting
medianet
Network Recording
© 2011 Cisco and/or its affiliates. All rights reserved. 19

20. Enable any-to-any in the network
INTEGRATION – MOBILITY – FLEXIBILITY
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21. Cisco MediaSense
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22. Multimedia Capture and Storage
Ubiquitous Recording
Network-Based Media Forking
Fiber Channel SAN Storage
Web 2.0 APIs enable Partner Community
Application Media Capturing, Network
Streaming, Storage
VoiceX
ML
Biz
Rules
3rd
3rd
3rd
Party
and Processing
Party
Party
Apps
Policy Apps
CRM
Mgmt
Apps
Connection
Interface
Application Interface
Network Media Capture (Recording)

23. Additional vendors in various stages of discussion …
• Cisco Developer Network (CDN)
• Interoperability Testing Program
Under development
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24. Thank you.