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The Evolution of Immersive Video in the Retail Bank Branch Series (2): Bring an expert to any branch

June 20, 2013 at 12:30 pm PST

In the first part of the “Evolution of Immersive Video in the Retail Bank Branch” series, I discussed how the retail banking industry is currently undergoing organizational changes that are affecting customers’ banking experience, including the knowledge and interaction they receive upon entering a bank.

Through these new organizational changes, banks are integrating new technology as part of their business processes to attract the more tech-savvy customers that desire choices and convenience when banking. Through Cisco’s Remote Expert solution, banks can meet these customer needs while making their business processes more cost and time-efficient and improving the customer experience. The Remote Expert solution enables virtual face-to-face meetings with high-definition audio and video.

RE Expert

Through Remote Expert’s integration with Cisco’s contact center, retail banks can leverage their existing database of enterprise-wide, skills-based information on the organization’s experts and make it available to customers at any time during business hours. Remote Expert allows a customer in the branch to find the right banking expert to meet their needs, including inquiries about annuities or questions specific to mortgage brokers.

Not only does Remote Expert enhance the bank’s existing channels and provide convenience for banking customers, it also reduces costs for all parties involved. Read More »

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The Importance of the Omnichannel in Financial Services

Technology has and will continue to be a key enabler across every product delivery channel within the financial services sector. You simply need to explore some of the newer bank branches, available applications within app stores or investigate online innovations inherent in many institutions’ web presence to see how engrained technology has become in the customer experience. While firms are making this transition in differentiated form factors and across different channels, the trend itself is clear and pervasive; underpinned by the “anywhere, anytime” mantra and the continued consumerization of technology.

These channel developments cut across all products, but all have one common element – enabling improved and increased collaboration between institutions, their clients, businesses and/or consumers to drive accretive revenue. While these developments have and will continue to deliver impressive initial returns, they are largely siloed by either a business unit and/or delivery channel. The true potential value can only be unlocked by enabling a seamless and contextual integration of the physical, direct and mobile channels – the evolution from multi-channel to omnichannel.

The omnichannel model enables the customer to choose how and by what method they want to conduct their business, be that in person, via a mobile device, from the home, online or with telephony. Cisco’s IBSG team has published a white paper that looks into the transformation of institutions from multi-channel to omnichannel. While the method of communication is important, the true differentiator in transformational channel evolution is the ability to integrate interaction. Institutions must be aware of the context and outcomes of customer interactions as customers move from channel to channel, product to product, or business line to business line.

From an institutional point of view, the value in the omnichannel impacts multiple factors. Read More »

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Video Collaboration Helped Me Say Yes to the Dress!

March 28, 2013 at 10:13 am PST

I recently saw a blog post from my colleague on how video technologies like Cisco Remote Expert are completely revolutionizing the way we do things; for example, applying for your wedding license via video.

It was his blog that made me think about my own upcoming nuptials and the role that video collaboration played in my wedding planning. And while I didn’t apply for my marriage license via telepresence, I did however do something pretty cool that I wanted to share.

I don’t personally consider myself a bridezilla, no comment on what my bridesmaids and husband-to-be would say, but I did find myself in a tizzy regarding my wedding dress. Like any bride, I wanted the support of my closest family and girlfriends when I went dress shopping. However, I was on the hunt for a dress during a trip to my home state of Louisiana and my sister, who’s my best friend and maid-of-honor, was in Virginia.

She’s my older sister, so I’ve been asking for her opinion since I was a kid. When it came to my dress shopping, I was upset at the thought of not getting to share that moment with her. I had to think outside of the box to make sure she was there for the experience — and boy did I ever.

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Transforming the Retail Experience with Video Collaboration

It’s happened to you many times – you’re in a store desperately trying to find a clerk to give you more information about a product you intend to purchase. But no such luck. Cisco is changing that with its Remote Expert Smart Solution for Retail.

Rob Lloyd - Remote ExpertA recent article recapping a keynote at last week’s Enterprise Connect with Cisco’s Robert Lloyd, highlighted how Cisco wants to make the customer experience not only easier, but more enjoyable. What’s the overarching goal? Making sure the customer has a highly-personalized experience and is equipped with information to make their final purchase decision.

Once retailers get that prospect into a store they can’t afford to risk losing sales from customers left unsatisfied with the service they receive. Cisco’s Remote Expert Smart Solution for Retail enables retailers to provide customers with consistent, fulfilling and positive shopping experiences. Using real-time, life-like video from screens positioned throughout stores, experts, can connect via video to share documents, videos, websites and any other content helpful to customers. This access to experts can reassure them about quality, functionality and how it might fit individual customer needs.

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Cisco Smart Solutions: What Makes Them So Smart?

Here at Cisco, we believe that Smart Solutions are game changers: a way to start new conversations with your customers and expand your sales. Now is the time to make sure you understand the Smart Solutions conversation so we can build new business opportunities together.

What is a Smart Solution?
The Smart Solutions concept is designed with two goals in mind: first, how do Cisco and our partners make it easier for our customers to achieve their business objectives by leveraging the full breadth of the Cisco portfolio? Second, how will we scale these solutions, especially through a Partner Led approach, where sales and full life cycle support is provided exclusively through partners?

The simple answer is that a Cisco Smart Solution integrates, pre-tests, and validates Cisco products for how they work together. In some cases, these Smart Solutions include third party technology which is also tested as a part of the whole offer. The idea is to include intellectual assets such as design guides, implementation guides, and customer use cases that partners can use to build a practice and accelerate pilot to profit. Cisco includes a full suite of pre-sales tools such as sales enablement and demand generation programs. Soon we will offer customer intelligence, including market insights and information on buying behaviors to help partners prospect and qualify customers.

What does it mean for the partner community?  Read More »

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