Accelerating Value from Big Data

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Bob Glithero
Product Marketing Manager

Services Analytics Solutions Group

Agenda
Why Big Data and Analytics?
Packaged Analytics Example:
Connected Analytics for Network Deployment

Cisco Analytics Platform

Cisco Data and Decision Science Example:
Connected Analytics for Contact Centers

For More Information

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Cisco Connected Analytics Accelerates Value from Big Data

Reusable analytics for Cisco architectures and verticals
Integrates network data and metadata, operational and customer data
Pure-play data and decision science services for custom use cases
Retail

Service Providers

Collaboration

Contact Centers

Networks

Customer stickiness
and operational
efficiency

Organizational
effectiveness,
collaborative selling

Predictive analytics
for customer
experience and
CSR productivity

Optimized networks
for business agility
and service resilience

Cisco Connected
Analytics
Store operations
and customer
service

Cisco Data and

Decision Science

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Cisco Data
Virtualization

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Cisco Prime RealTime Analytics

Cisco Public

Cisco Decision
Science

Cisco Intellectual
Capital

Customers Expect Rapid, Relevant Outcomes

Businesses Turning to Analytics for Answers

Customer attention spans are shorter, and they make decisions faster.
The time available to affect their decisions is shrinking.
Having the right offer at the right time will drive market leadership.

Then

Now

Expectations

I want more choices

I want relevant choices

Attention Span

Minutes

Seconds

Analysis Needed

Batch, Historical

Real-time, Predictive

There are patterns in mobility, cloud, and IoT data that reveal insights for more relevant
and timely customer experiences and for optimal business practices

Cisco Connected Analytics finds business value in network and network-enriched data

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Challenges to Realizing Value from Analytics

Challenges

Enterprises and SPs incubating

analytics discovery projects

Unclear/ad-hoc use cases

Data identification, cleansing,

integration takes longer than
expected

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Needs
We need data and decision science
software and services that make
analytics

Competition for data and decision

science skills leads to delays,
increased costs
Building repeatable, scalable
infrastructure is costly and difficult

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Easier to consume

Faster to deploy

Lower risk

Return more on investment

Cisco is Using Analytics to Drive Outcomes

Cisco has developed analytics solutions that find patterns in network-enriched
business data to
prioritize action and drive better outcomes for customers and the business

drive faster action

improve customer satisfaction and loyalty
optimize network service resilience and business flexibility

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Why Analytics?
Reporting helps us understand outcomes
Are we operating inside or outside of norms and forecasts?
Great for run the business metrics

Analytics help us understand whats causing outcomes and

what to do
Presents information in context
Creates meaning and understanding
Focuses action where its needed

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What Questions Can We Answer with Analytics?

What insights are in my data

that can increase ARPU?

How can I quickly understand

my network deployment
risks?

What can I learn about

customers to reduce churn?

How can analytics help me

rationalize spending?

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Packaged Analytics:
Connected Analytics for Network Deployment

What is Connected Analytics for Network Deployment?

Subscription-based software

Analyzes service requests and network deployment data

Visualizations and recommendations that prioritize network planning/optimization activities

Do recent changes in the network
improve the support of business
operation?

What is the best approach to

minimize network disruptions that
impact business operation?

How to prioritize to-do list to

optimized network deployment?
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Analytics for Network Deployment Finds Outliers

Finds network
anomalies and
outliers
Transforms vast
volumes of data to
advanced visuals
Customers see the
impact on their
own KPI scores
using their own
network data
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CAND Enables Efficient Network Planning and

Optimization
Enable Data Collection
Gain analytics portal access
Periodic network deployment analytics review
Get disruption index and trends
Get disruption peer comparison
Get consistency and complexity scores
Identify consistency outliers
Prioritize top outliers
Fix top outliers on software and
technology configurations
Aggregate, report, and track change activities

Learn from your network about what needs to be prioritized, and apply your knowledge
to deliver corrective action
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Analytics Use Tailored Network Deployment KPIs:

Network Disruption Index
A measure of a severity of
network disruption
Data Source:
Cisco Support Case Data

Algorithm derived from

o
o
o
o

Service request severity

Time to resolution
Escalation level
Outages

Benchmark against yourself,

peers, and industry with trend
report
KPI granularity:
o Network vs. HW/SW/Operations

Between 1 - 10
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Network Consistency Index

Network Complexity Index

A measure of how devices

performing similar functions are
similarly deployed

A measure of number of features

enabled with different complexity
weights

Data Source:
Customer Network Data

Data Source:
Customer Network Data

Algorithm derived from

o Device HW choices
o Device software choices
o Technology configurations

Algorithm derived from:

o Features enabled
o Feature complexity weight by
domain experts in Cisco

Benchmark against yourself

Indication of network technology

KPI granularity:
o Network vs. HW/SW/Features

KPI granularity:

Between 1 1000

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enablement
o Network vs. Families/Roles

Between 1 1000

Analytics Platform and Development

Business Need to Business Value Process

Cisco leverages its analytics platform to enables an agile, production-line approach for
use case development and deployment, making analytic solutions easier and faster to
produce

Design Studio

Visualization tools
Analytics design
UE design
Solution spec
Data spec

Build
Prototype

Plan
Data Prep
Modeling
Mock ups

Analytics Platform

Visualization Analytics
Service APIs
Hadoop Data Processing
Data Interfaces (Prime,
Cisco DV, Network, Other)
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Scope
Build
Validate
Iterate

Sprints
Testing
User
Acceptance

Assess
Requirements
Deliverables

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Value: accelerates insights and

outcomes

Agile vs Legacy Process

Traditional IT-centric approach to application development struggles to cover
need for faster insights

High overhead + reduced budget: Dependencies on IT and program governance

Time to market: Delivery of POC or prototype in 1 quarter
Agility: Some projects must be started mid-quarter
Customer engagement: Requirements must be final in traditional waterfall model

New approach is needed

Includes new resources and capabilities for customer engagement and solution design
Agile development processes
Design studio for rapid modeling and solution specification
Platform for rapid deployment

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Cisco Data and Decision Science

What is Cisco Data and Decision Science?

A solution that combines network and business data, analytics, business consulting, and software
to create analytical insight and drive customer business outcomes for a range of use cases

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Cisco
Decision
Science

Analytics and
Consulting Expertise

Quantifies business problems

Executes modeling and evaluation
Delivers actionable recommendations

Cisco Intellectual
Capital

Network Data
Expertise

Identifies factors in relevant network data

Extracts latent value in network data, service calls

Cisco Prime
Real-Time
Analytics

Live Data Expertise

Analytics for IoT use cases

Low-latency processing at the edge
Real-time queries of data streams

Cisco Data
Virtualization

Data Management
Expertise

Presents a unified view of diverse data

Reduces transport and transformation
Agnostic to location and format

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Cisco Decision Science Value Delivery

Deliverables:

Process:

Data
Science

Strategy
Engagement
Strategic
Goals

Data Set
Discovery

Use Cases

Data
Acquisition and
Development

Performance
Metrics
Data
Requirements
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AnalyticsReady
Data Sets

Use Cases
& Data
Strategy

Cisco Public

Deployment
Roadmap

Decision
Science

Business
Outcomes &
Deployment
Planning

Prototyping
Business Driver
Validation
Algorithm testing
and scoring

Relationship
and Driver
Discovery

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Validated
Models

Visualizations
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Value Creation
Opportunities
Production
Requirements

Reference
Design

Day 2

Production

AnalyticsDriven
Workflows
at Scale

Workload
Planning

Workload
Rationalization/
Optimization

Connected Analytics for Contact Centers

Analytics for Omni Channel Customer Interaction

Post Engagment

Initial Contact

Segmentation Analytics

ClickStream Monitoring

Inbound/Outbound
Customer Interaction

Customer Self-Help/Deflection

Accurate demographic &

geographic identification
Communication channel &
language selection
Personalized outbound
campaign messaging

Help Portal

Chat

E-Mail

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Mobile Devices

Video

Social

Voice

Social Community

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Process Metrics &

Predictive Analytics
Optimal Customer Treatment

Problem details
How-to & user
documentation
Video tutorials
Product alert &
recall
Click to chat or
video-call agent

Best-match agent
selection
Effective staffing
management

Decision Strategy

Customer follow-up strategies

E-Mail Survey

Search
customer
threads
Ask questions

Cisco Public

Sentiment Analysis

Customer Context

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Churn risk
evaluation
Agent advice &
customer
dashboard

Post Call Survey

Process automation &

improvement strategies

Analytics driven
business/operations
strategies

Customer
Workflow

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Connected Analytics for Contact Centers

You have a brief window to affect customer decisions and outcomes. Connected Analytics for
Contact Centers delivers actionable intelligence in time to impact customer outcomes.

1. Incoming Call

3. We may have basic

customer profile
information in our existing
databases

2. Which agent
should we
route the call
to? How do we
arm agents
with relevant
customer
insights?

4. But we can use real-time analytics on omnichannel interactions and data sources to build
an enriched customer profile.

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5. We can use the enriched profile to make better

routing decisions and inform agents about churn risks,
remediation, and targeted offers to improve FCR, TTR,
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conversions,
CSAT, and NPS

6. With analytics,
decision makers
get better
information on
KPIs, business
outcomes, and
improvement
opportunities

Analytics Impact Contact Center Outcomes

Analytics create a holistic view of the customer from
omni-channel communication data and social media
service requests
devices, CDRs, logs

CRM, billing, and other business data

Benefits:

Pre-empt customer issues leading to lower CSAT, NPS scores

and higher churn by uncovering root causes

Develop better cross-sell, up-sell, and service recovery

strategies

Create the best mix of offer, customer and channel to increase

conversions and reduce cost per contact

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If we give our gold-tier

customers priority in the
call queue, how much
does that impact their
CSAT and NPS scores?

Decision Science Use Cases

Collaboration Analytics: Immersive Video

Optimization
Customer Challenge

Solution

Few companies understand

the real value they are
capturing from their
TelePresence and video
collaboration assets
Hard to prioritize future
investments without analytic
decision support

Quantify ROI from hard

travel savings
Predict optimum locations to
deploy assets to increase use
and cut costs
Statistically derive additional
benefits (productivity, carbon
footprint)

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Value
254% ROI in travel savings
20% - 30% higher utilization
of assets
Ongoing monitoring and
measurement to help ensure
targets are reached

Location Analytics - Cisco FastRetail

Customer Challenge
Improve customer
experience and store
operations
Checkout wait time
On-shelf availability
Customer satisfaction

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Offer / Solution

Value

Checkout optimization:
Predict flow of customers to
front registers through
analysis of data from sensors
and video in parking lot, in
store, on carts
Rapid restocking: Use
sensors to track stock on
shelves

Improve customer satisfaction

Improve employee utilization
by 1%-3%
Reduce out-of-stocks by 15%
Increase revenue through
advertising

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For More Information

Learn More about Cisco Connected Analytics

Demos at the Analytics Station (located in the Services booth)
Walk-in Self-Paced Labs
Table Topics

Meet the Engineer 1:1 meetings

Request a private briefing: contact@connectedanalytics.info

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