As consumers adopt self-service and on-line channels to meet their banking transaction needs, they also continue to use the physical branch network and expect a high quality, high touch experience in the branch. Banks are challenged not only to meet, but to exceed customers' service expectations at branch. Attend this session to hear how banks around the world are using new branch models and collaboration technologies to optimize services delivery cost, delight customers and increase sales.

1. Remote Agents
Technical and Management Consideration
Leonard (Leni) Selvaggio
Industry Solutions Manager
Cisco Systems
February 7, 2013
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2. • What is driving the need for Remote Experts
• Crisis of Immediacy
• Customer Leakage/Defection
• What is Needed to Deliver Remote Expertise
• What is Not Remote Expert
• Examples of Remote Expert
• Industry Examples
• Best Practices
• Q&A
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23. Customer completes
Application queries Mortgage Broker
application
LOAN
ORIGINATION
Live video discussion Remote Expert
reviewing disclosures; facilitates informed,
application requirements accurate application
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24. Wealth Manager Improved portfolio
Customer queries
(CFA) performance
PORTFOLIO
MANAGEMENT
Live video discussion Remote Expert
reviewing portfolio; facilitates
investment advice knowledge share
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25. RRSP Expert
Retirement Customer purchases
Customer queries
Planner RRSP
RETIREMENT
PLANNING
Live video conference; Remote Expert
targeted RRSP advice facilitates sale
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26. Customer queries Mortgage Broker Complete process
LOAN
ORIGINATION
Customer queries Wealth Manager Knowledge share
PORTFOLIO
MANAGEMENT
Customer queries Retirement Expert Purchase plan
RETIREMENT
PLANNING
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27. • Kitchen Design • Justice System • Plant floor access to
engineering
• Bathroom Design • Traffic Ticket Resolution
• Product Design
• In-Aisle Help • Pension Inquiry
• Interactive Kiosk with • Land Dispute
expert access
• Driver Licensing
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30. Thank you.
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