Contact centers are undergoing a major transformation. The customer experience has gone from being single channel predominately focused on voice to multichannel – and now omnichannel.
Let’s focus on one solution within the multichannel scenario though: Remote Expert Mobile that was recently released by Cisco. Consumers are demanding rich interaction with the companies they want to work with. With the advent of smart phones, consumers expect information to be provided at their fingertips and the companies that embrace this will ensure a higher customer satisfaction, net promoter score and increase in first call resolution.
We’ve all undoubtedly been in touch with a call center, but let me share a personal example of working with my credit card company, American Express. In the past, they would provide – much like any other company – the ability to call in or use chat functions or email within the call center. While calling in works when you want to handle a situation that requires a bit of explanation, navigating through menus, prompts and authenticating yourself puts a lot of burden on the caller. On the other hand, chat works best for those quick interactions but often is cumbersome when dealing with more complicated scenarios. You also seem to lose the “human” experience when you can’t see or express emotion behind your issue.
However, recently on the iPad, they rolled out the option of communicating using video. With a touch of a button, I was able to escalate to voice/video. And since I had logged into the app, there was no need for the call center agent or me provide authentication. This greatly sped up the process and ensured my issue was resolved and, more importantly, had a human touch since I could see the call center agent and explain my issue.
This is made possible by technologies that are within the umbrella of Remote Expert. Cisco has classified them broadly into three categories: Immersive, Kiosk and Mobile.
Part one of this blog post will cover a high-level overview of Mobile, followed by a more detailed architecture overview in the second part. Immersive and Kiosk work when a consumer walks into a branch store and interacts with a video endpoint which can also have third party peripherals like document cameras and signature pads. Kiosk can work in markets where consumers walk over to a kiosk that can be touch-enabled and not only get information, but also interact with an expert on the other end. For example, Nationwide Financial uses the branch to bring in subject matter experts over video from other locations. These solutions have traditionally worked in the larger call center space. However, with the advent of Mobile solution, this brand of technologies has worked its way downstream to the mid-market call centers.
So, what exactly is Cisco Remote Expert Mobile?
Cisco Remote Expert Mobile allows companies to have voice/video interaction with their customers along with annotation, content sharing, and co-browsing on IOS, Android or PC/Mac applications
The major features include:
- Two-way voice or video, or one- or two-way voice or video selectable by customer
- Co-browsing of customer application or web screen visible to Remote Expert
- Application or web control by Remote Expert
- Remote Expert annotation and/or cursor spotlight
- Remote Expert joint form fill (sensitive data cells can be masked on the Expert screen)
- Ability of Remote Expert to push files and URLs to customer
While the solution can be standalone, if you need to provide enterprise class features such as queuing to agents, reporting, call recording and video on-hold/queue, this requires integration with a Cisco Unified Communications setup.
This solution can then be integrated with your existing Cisco Unified Communications installation, if needed, and native hunt groups can be used within the UC manager. You will, however, lose features such as video in-queue, which require integration with contact center express or enterprise.
The Cisco MediaSense platform also provides rich capabilities, such as video on-hold queue and recording functionality.