시스코컨택센터에서비디오활용방안 Cisco Korea Solution SE 안지웅 (exjun@cisco.com)
왜비디오일까? 시스코컨택센터에서제공하는비디오서비스 - Video Prompt & Queuing - Remote Expert - Mobile Advisor 내용요약
왜비디오일까?
Wave 3: Experience Wave 2: Relationship Wave 1: Cost Drive, run, or walk to your customers with technology, information, and personalized service. Tom Kelley IDEO
73 percent say their use of mobile devices for collaboration will increase during the next two years 55% Use Multiple Devices at Work 55% Work Outside the Office Regularly Over 50% of mobile traffic is video
http://www.cisco.com/web/strategy/financial/remote_expert.html Video Teller Machines Mobile Devices Immersive & Interactive
시스코컨택센터에서지원하는비디오서비스
Customer Voice Portal (IVR) - 컨택센터가장앞단에서서비스 (Self-Service, Queuing) 를제공하는장비 - 고객은메뉴를듣고, 자신이원하는값 ( 메뉴번호, 고객번호, 계좌번호, 비밀번호등 ) 을입력 - IVR 은해당정보를 CTI 에전달 - 음성및비디오서비스가능 고객 컨택센터 주민번호, 계좌번호, 메뉴번호등입력 PSTN 안녕하세요고객님 IVR
Video-in-queue 기능으로 video 발신자는 high-definition video prompt 를보고 video menu 에서이동가능 Menu 에서이동은 dual-tone multifrequency (DTMF) key 를사용 번호별로대기영상정의 H.264 로대기영상 streaming 음성서비스와동일하게 Cisco Unified Call Studio 를이용해서 script 작성. Cisco Unified CVP video in queue 이용하여기업과조직은개인화된 "high-touch" 서비스를현지은행지점또는소매점과같은원격지에있는고객에게제공가능. 몰입형비디오, Kiosk 또는 Mobile/Remote Expert 에적용가능
본사 컨택센터 MediaSense CUBE VXML WAN 고객 지점 영상상담사
고객을전문가와 immersive, virtual 환경에서연결. 기업내전문가의위치와상관없슴. High-quality, high-definition voice & video 로적합 Video Kiosk 전문가는거래의시작부터계약까지필요한모든행위, 즉문서공유, 인쇄, 서명까지수행할수있슴 고객
메시지시청 전문가와비디오채팅 가족들과조우 전문가와비디오채팅 전문가와비디오채팅 딜종료 Mall Home Bank Branch EX90 Video Chat Now! Video Chat Now! You Can Afford that RV! Let us show you how Video Chat Now! Kiosk Mobile/Consumer Immersive (1.9) (1.9) (1.8)
Kiosk Immersive Mobile EX90 Video Chat Now! You Can Afford that RV! Let us show you how Video Chat Now! Endpoints/ Services UC Infrastructure Services Medianet Services
Release 1.9 기업내 A/V File 또는 CDN Store/Branch C & SX Series EX Series 또는 RE Core Components Payment Cards Cisco IEC 46xx Product Expert C & SX Series H.264 Video Graphics Content Touch Screen Display Doc Cam Scan/Print/Copy Expert PC w/ RE Agent Desktop (Sharing & Control) Experts Control Traffic
Media Files & Web Content Enterprise Network RE Core Components Interactive Services Kiosk Interactive Experience Manager (IEM) Experts C & SX Series EX Series Or Expert PC w/ RE Agent Desktop (Sharing & Control) Interactive Experience Client 4632(IEC) Please Note: Refer to RE IWE Site for list of supported optional components Optional components: Touch screens (3 rd party) Enclosures (3 rd party) Speakers (3 rd party) Peripherals (3 rd party) Precision HD Camera Customer Web Applications
One click Sharing 고객과 Expert 간 interaction 가능
Bank of America Corporation 2010 년에도입하여파일롯후 9 월에 Washington, D.C 와 Los Angeles 인근지점에서공식서비스개시 - 지점내에 advisor 룸을마련하여 Remote Expert 솔루션설치. - 고객은 online 으로예약후해당상품 specialist 에대기한고객이많은경우기다리지않고 TelePresence 를이용하여대출, 재테크, 투자관련상담진행. Bank of Montreal (BMO) - 2010 년에일반지점과 wealth management 지점에설치 - 과거에는전국에걸친지점을전문가가돌아다니며고객과상담 - Remote Expert 를설치하여일반지점에내방하는고객에대해서 financial planner, investment advisor 와연결하는서비스개시. 현재전국 50 개지점이사용중
https://www.youtube.com/watch?v=xk3r_s68rks
웹브라우저나모바일기기를사용하는고객을기업이제공하는서비스에연결 버튼을클릭하면 clientless video application 실행됨 Mobile Advisor Gateway 에서인입된 video call 을처리 Video call 은기업내담당직원및상담사에게연결 Video Co-browse Internet / Mobile Advisor Gateway Web Tablet
현재의플랫폼을그대로활용하여고객의경험을향상시킬수있슴 시스템전면교체없슴! Mobile Advisor 는현재사용중인플랫폼과 application 을그대로활용하여 video 서비스를제공할수있으며, 이를통해기업은고객의경험을차별화할수있슴. 현재의서비스플랫폼에 video, presence, 및기타 UC 기능들을삽입 Web Portal Applications Mobile Applications
Open Ecosystem 이며각종 application 및 3 rd party partner 제품과연동가능 Productivity Suites Social Media Apps Corp portals Mobile Apps Enterprise Apps RESTful APIs (C2C, Javascript ) Application Integration Network Integration Mobile Advisor SDK Mobile Advisor Gateway SIP SIP Servers Interactive Infrastructure 27
1 2 3 장벽없는 B2C Collaboration 고객은 B2C app (mobile app, web page) 을이용하여 Clickto-UC 를사용 각채널의한계극복가능 고객은기업과연결시각종정보를재입력할필요없슴 Personalized & High Touch customer contact experience (e.g. 은행에서 VIP 고객을 financial advisor 에연결 ) Click-to Video with Context Relay to CC B2C app 에서 Click-to-video 기능을내장하여 contact center 와연결 고객의상황정보를기반으로응대가가능하여 360 0 customer view 가능 여러개의 channel 과연동 : online, mobile, branch kiosk etc. Rich Visual IVR Solution Visual IVR experience 를새로운채널로확대 (mobile, web, kiosks etc.) 현재의 VXML&CC infrastructure 활용가능 대단위시스템교체없슴 현재의 CC/VMXL 환경을다양한형태로제공가능
1 고객은자신의계좌정보를변경을위해 mobile app 을실행 5 Mobile Advisor 는고객관련정보 ( 고객 ID, 검색활동등등 ) 를확보한후적절한상담사에게연결및 screen pop 제공 2 Mobile Advisor 는 IVR menu 를시각적으로스마트폰에표시 3 4 고객은 selfservice 로 visual display 통해관련정보를수정및보다복잡한작업수행 고객은자신의작업내용확인을위해 app 내에있는 Mobile Advisor 를이용하여 click-to-video 기능사용 29 29
모바일고객의 Contextual Data 를컨택센터로전달 IVR bypass: mobile call 은 contextual user data (ANI, key/value pair data, 등등 ) 을기초로관련상담사에게전달 Silent IVR: 고객의 contextual data ( 클릭한버튼, 검색한제품등등.) 확보를통해보다지능적인상담사와고객간의 interaction, data mining, predictive analytics, design & training purposes, 등등에활용. 장점 고객경험개선 call abandonment 감소 first call resolution 증가 보다정확한 consumer analytic 으로 upsell/cross-sell 가능
Mobile app 내에서보다풍부한 Feedback Mobile app 을이용하여아래와같은 CTI 상태정보를 REST API 를이용고객에게전달 Queue length Waiting time Agent availability 기타공고고객관련 content 를 Push (e.g. digital concierge, special offer, advertising, etc.) 장점 고객경험개선 call abandonment 감소 digital signage 를통한매출증대 31
현재사용중인 VXML 을활용하여 Visual IVR app 으로사용 Mobile intercept: IVR 처럼고객에게선택할수있는메뉴를시각적으로표시하고, push notification 을전달하여음성채널에서의서비스를 mobile data channel 에서제공 Visual display 현재사용중인 Voice XML 을 style sheet 을통해 UI 및 device 요구사항에맞게수정 Visual self-service for complex task custom UI component 추가 Dynamic rendering IVR script 재작성할필요가없어, 운영부담이최소 장점 mobile adoption 증가 IVR 내 call completion 증가로컨택센터운영효율화 현재의 VXML infrastructure 활용 통신비용절감 32 32
사용예 높은등급의고객을대상으로 tablet App 또는 web portal 을통한 video collaboration 서비스제공 카드고객은 App 에서카드혜택이나여행상담을위한 video call 실행 효과 보유카드의가치제고 Upsell 기획확보 Conversion rate 증가 전담 Travel Counselor 로의관계조성 Paper off conversion rate Video call 은고객의프로파일 / 상태정보등등컨택센터상담사와동일하게전달 Technology Mobile Advisor UCCE Contact Center (CVP,ICM, EX60, Finesse) 계정정보, 웹페이지및기타관련정보가전달됨. Video call 과동시에 screen pop 으로상담사에게전달
Use Case Contact Center 에 Visual (silent) IVR 설치 Web portal 에서 video call 클릭 효과 보유카드의가치제고 Upsell 기획확보 Conversion rate 증가 고객충성도증가 Paper off conversion rate 계정정보, 웹페이지및기타정보가전달됨 / Mobile Advisor 에게 screen pop 으로 video call 과함께전달 Technology Mobile Advisor UCCE Contact Center (CVP,ICM, EX60, Finesse) Video call 은 Visual IVR 을통해 self service 가제공되고고객의 contextual data, 상품및기타관련정보를기반으로 Financial Advisor 에게라우팅 Source: Constantine Barzacanos
내용요약
Use Case #1 Enterprise Customers Voice & Video Collaboration #2 Mobile Customers Voice & Video Collaboration #3 Enterprise Customers Immersive 또는 Kiosk Voice & Video Collaboration Setting / Features EX/SX/C Series/DX650 in Finance / Retail etc. Voice, Video, ViQ, VoH ipad Anywhere - Public Internet (Wi-Fi / Cellular) Voice, Video, ViQ, VoH EX/SX/C Series/DX650 in Finance / Retail etc. Voice, Video, ViQ, VoH Remote Printing, Co-Browsing, Card-Reader, Scanner, Video Streaming
Remote Expert Solution 은전문인력활용을최적화하고, 고객에게고부가가치의다양한서비스를제공하는스마트솔루션 - 다양한업무환경을지원하는기업용 UC 와지능적라우팅을제공하는컨택센터와결합하여보다효율적으로고객서비스제공 - 전문가는고부가가치 transaction 을 one stop 으로처리가능 Mobile Advisor Solution 은기존의컨택센터인프라를활용하여 Mobile 및웹서비스에서 Video Collaboration 을제공하는솔루션 - Mobile app 을이용하여고객의 context data 를컨택센터로전달하여 IVR by Pass video 서비스를제공. 고객은컨택센터연결시각종정보를재입력할필요없슴 - 웹및 Mobile 환경에서 video collaboration 을활용, 고객충성도제고및각종개인화된서비스제공으로 upsell 기회확보
Video 를고객을대면하는모든채널및 application 으로확대 Branch & Store Kiosks & Digital Media Smart TV Web & Mobile Contact Center
Thank you.