With Cisco recently closing our fiscal year, I naturally started to reflect on the past year in our contact center business, and on our history in this market. Since Cisco entered the contact center market in 1999, the industry has changed in countless ways. We’ve seen technologies come and go. We’ve seen an explosion in the number of channels customers use to connect with companies. We’ve seen the mobile device become the primary entry point to many contact centers—regardless of channel. And we’ve seen start-ups, new business models, consolidations, and divestitures.
With all of these changes and inflection points over the last decade or so, Cisco has been able to make its mark in the contact center industry. We’ve grown steadily over the last several years. In fact, Cisco became one of the top three Contact Center vendors after only five years in the market. As we’ve continued to grow and lead in this industry, we have shipped nearly 3 million Contact Center agent seats, providing the front line personnel with the resources needed to maintain relationships with customers. Cisco shipped 900,000 seats in just the past two years – and the impact that Cisco contact center solutions are making on the level of customer care offered by businesses of all sizes shows no signs of slowing down!
Today, universities fielding more than 25,000 student calls daily, financial institutions using 10,000 customer service agents to answer customer calls and inquiries, and countless other businesses rely on Cisco’s leading Contact Center technology to provide outstanding service and easily manage customer relationships to improve business.
On average, more than 2,600 businesses Read More »
Tags: Cisco, collaboration, contact center, customer service, Gartner Magic Quadrant
Have you ever put your car in for service and it came back with a ‘door-ding’, or some other damage? Now, to be clear you probably can’t be 100% sure it didn’t happen in a car parking lot, or was it kids being too rough with there toys? And where did that scratch come from on your newly delivered car – was it already there? Who knows?
Well, if you were dealing with Mercedes-Benz Czech Republic (MBCR), you might find out! Located in Prague, MBCR employs 400 people, and sells, services and supports Mercedes-Benz vehicles throughout the Czech Republic.
Mercedes success story – click picture to view pdf on Cisco Case Studies Slideshare site
The subsidiary was eager to maintain its excellent standard of service. One issue that was a constant source of customer complaints was vehicle damage. Customers were sometimes wrongly accused of damaging cars when the cars had been scratched or dented in transit. Damages could also occur in the showroom or repair center and be wrongly ascribed to customers. MBCR had an analogue camera system in place to cover these incidents, but the pictures that it produced were of poor quality. In many cases, identification of number plates and faces was not possible. Administrators also could not easily locate the footage that they needed, and recordings only stretched back two days.
After investigating various offerings, MBCR decided to select a Cisco® closed-circuit TV (CCTV) over IP solution from its trusted service partner Clarystone. Capable of monitoring multiple sites from a single location, the security solution allows administrators to:
- Access live video anywhere over the Internet
- Locate specific dates, times, or incidents in video archives in seconds
- Cost-effectively add new cameras and video storage
Exterior cameras film cars being loaded into the showrooms and record details of every number plate. If a vehicle is scratched in transit, the cameras record the incident. This arrangement helps ensure that customers are not wrongly blamed for the damage. Interior cameras film the reception, showroom, and repair center areas. Any accidents or incidents involving theft or vandalism are instantly captured. Customers who leave their vehicles for servicing or repair can rest assured that they are now covered for any loss or damage.
I asked Michael Klemen – Cisco Executive Automotive Manager in Europe (EMEAR) where video was going in the automotive industry and he said:
“New digital tactics are becoming more important to the auto industry in all areas,. As this matures the appetite for video content is growing at an insatiable rate: Show it, see it while being connected is important – digital dashboards, I-Services Kiosks, configuration & visualization from Car Design to Sales, After Sales services is what everyone builds into the value chain today !”
Read More »
Tags: Automotive, car, customer service, ip video surveillance, mercedes, Mercedes-Benz, michael klemen, prague, video
The Stevie Awards for Sales & Customer Service are part of an international competition designed to recognize excellence in disciplines that are crucial for business success. Organizations of all sizes from all over the world altogether entered over 1,100 entries for this year’s competition. Recently, winners of the 7th Annual Stevie Awards were unveiled at a gala ceremony held in Las Vegas, NV.
Among the lucky champions was the Cisco Support Community (CSC), which was awarded within the “Innovation in Customer Service – Computer Services & Software” category for its innovative web platforms and customer service offerings. Known for its creativity and high business impact, the community strives to leverage its software-enabled community capabilities, social media, mobile technology and open APIs to redefine the future of services. Their efforts have not only resulted in over $200 million a year in cost savings for Cisco through case deflection but also accelerated design and architecture with key partners.
Congratulations to the team and all 2013 Stevie Award winners for their commendable achievements!
Tags: awards, cisco support community, CSC, customer service, innovation, social media, stevie award
Good news: Customers are becoming people in 2013. It’s prediction season. The blog world is ripe with posts of premonitions and predictions for every horizontal, vertical, and diagonal cross-section of business, science, and life in general.
The year’s predictions for customer service have a strong focus on people and experience. Look back just two years and you’ll see a greater emphasis on the process and operational pieces of the puzzle. Then, customers were essentially the sum of their activities and accounts. Today, they’re people and need to be treated as such, especially with the power that social media affords them to share opinions, feedback, and feelings about their interactions as your customer. (Feelings? Not those! Can I even mention those in a corporate post?!)
Some common phrases pop up in this year’s predictions: experience, multichannel, social media, differentiation, personalization, collaboration.
Contact centers are moving beyond transactions to relationships. Service is becoming a competitive differentiator. Creating more interactive and collaborative customer relationships is making a difference. Customer satisfaction is about more than making sure the customer gets the product and that the product works. It’s about creating loyalty so that customer comes back and becomes your advocate.
How can collaboration technology help along the way? The following use cases provide several options and benefits: Read More »
Tags: Call Center, collaboration, collaboration use cases, contact center, Customer Care, customer collaboration, customer service, remote expert, social media
In the past year, we’ve seen how social, mobile and video have presented new opportunities to deepen the way companies and customers interact for more efficient and intelligent customer care. As we begin 2013, I wanted to offer up a few predictions on how technology innovations will continue to help organizations build strong relationships and better consumer experiences in 2013 and beyond.
This year, mobile and video will come together to simplify customer service interactions– As video is becoming commonplace, we’re seeing companies look for ways to bring in the right customer service expert instantly. Cisco is currently trialing technology to connect consumers with video experts via mobile devices both in-store or on the road. By pulling intuitive information based on location and what detail the customer has recently looked at on the web or mobile device, this technology will route customers to the right expert to help them get the additional detail they need in a simpler and more efficient manner. Imagine, accessing a paint or decorating expert with just one click in the paint aisle at your neighborhood hardware store or even while you’re outside painting your house.
In the next few years, marketing and customer service responsibilities will merge – Consumers are talking about brands all over the web in places like Twitter and Facebook, sites which have over 500 million and one billion active users respectively. Traditionally, social media has been owned by marketing but with people asking service questions in new social channels, companies will need to merge some of these responsibilities between the call center and marketing. Read More »
Tags: Cisco, collaboration, contact center, customer service, mobile, video