CADI eBook - Customer Examples (Most Popular)
Learn how Cisco Custom Application Development and Integration services can optimize your Collaboration software experience via customer stories
Custom Application Development and Integration (CADI): Example use cases
Be the guide your company needs
Automated assisted chatbot with AI
Industry: Financial Services
Region: EMEA
Technology: Webex Teams
Eliminate repetitive work
Every year, financial planners and their financial planning assistants (FPA) for this bank invite their customers to an annual review, in which their portfolio performance is discussed. To properly prepare for this meeting, the planners and FPAs must go through multiple manual, time-consuming, repetitive tasks to gather the right strategic information to share with each client.
While preparation is an important part of the review process, a leading European bank believed that it was an inefficient and unproductive use of each financial planner's and FPA’s time. Their expertise, the bank believed, could be put to better use.
Tomorrow never dies
To help the bank reach its objectives, our CADI team created an automated, assisted bot powered by artificial intelligence (AI) to be used in Webex Teams.
Used effectively, this bot can:
- Scan the database to identify clients who are due for an annual review and send out emails to the financial planner and FPA listing those clients
- Quickly create a financial review package with all documentation within seconds, without any manual operations
- Create a Webex Teams space for each client, where notes and other pertinent information may be stored
- Automatically create the review meeting in Outlook, invite the financial planner and FPA, and attach the documents for review
- Proactively remind the financial planner of the appointment by sending a reminder of the review 10 minutes prior to the meeting
Overall, the automated assisted bot can help a financial planner prepare for an annual review in just under two minutes. Normally, this process would take 45 minutes or longer. The result is that now they can focus on what they do best while the bank can optimize its expertise and its clients' success.
Mobile- and video-enhanced experiences
Industry: Financial Services
Region: EMEA
Technology: Video/Customer Care
How to stand out
Tasked with differentiating itself in a crowded marketplace, a major European bank proactively addressed several innovative techniques within its contact center operations to launch itself ahead of its competition.
Knowing that customers choose to interact with call agents on the customer's preferred device, this bank quickly created an omni-channel strategy that made customer interactions easy through any combination of:
- Voice
- Video
- Email
- IM chat
However, to do that, the bank engaged Cisco's CADI services team to enable API integrations between all the different customer platforms, including Cisco Jabber® for IM chat and Webex® for video-based communication.
Climbing the ranks
While the bank acknowledged that it could do the integrations in-house, it chose to rely on Cisco for three reasons:
- Accelerated time to market
- Implementation expertise
- Additional customization
The additional customization took the form of an improved customer experience through a Single Sign-On (SSO) integration feature, which made it easy for customers to quickly join a conversation via Webex, and a mobile application integration, in which customers could engage an agent through any means (voice, video, chat, email) via their smartphone.
Through this process, the bank’s agents were able to generate a 10 percent improvement in the number of customer touchpoints. They also felt better about their work, as they could help customers better solve their problems. This led to both a two percent improvement in employee retention and an increase of 35 spots on the top asset management rankings in only 12 months.
Video conference scheduling automation
Industry: Financial Services
Region: EMEA
Technology: Video conferencing
How often do you have delays in your video conferencing?
- All the time
- Sometimes
- Infrequently to never
Getting people involved
Eager to improve its video-based booking and scheduling process, a leading European wealth management company looked to Cisco for advice.
Because of the lack of integration between its legacy, in-house scheduling system and its Cisco TelePresence® Management Server (TMS), the company’s video conferencing adoption rate was at its lowest in years. In fact, the booking process caused significant delays in scheduling and was prone to multiple errors.
To fix the issue, our CADI services team developed a Java Spring-based web application that helped to automate the video conference scheduling process. It also integrated the legacy scheduling system with the TMS system and validated the solution’s efficacy.
Help make it easy
Here’s how the new system worked:
- The employee who wants to schedule a meeting uploads raw data from the company’s in-house legacy system to the custom application
- The custom application uses the Cisco TMS Bookings API to process the data and convert it into a manageable message for the in-house system
- The application produces a reporting output and a validation statistic for confirmation purposes
- The booking and its confirmation is automatically generated
Replacing the manual booking process reduced the company’s scheduling time by over 80 percent and completely eliminated booking errors. In the end, the company was able to integrate its legacy system with TMS and realize a 20 percent boost in user adoption as users became extremely satisfied with the new process.
Automated enterprise-wide provisioning
Industry: Manufacturing
Region: Americas
Technology: Unified Communications (UC)
Simplifying the complex
Seeking to simplify its internal communications and improve its employee productivity, a leading American manufacturer sought a more complete solution. Its enterprise collaboration resource management (CRM) and provisioning process was exceedingly complex and distributed. Moreover, it was a multi-system process that posed significant issues for customers. It was:
- A manual and labor-intensive process
- Error-prone
- Included multiple system interactions
- Slow and costly to maintain and manage
Our CADI services team was recommended to the manufacturer to fix the issue and was soon involved with the migration from Avaya over to a Cisco platform. To solve the issues, our CADI team implemented the enterprise collaboration workflow management (CWM) solution, which ultimately helped to automate many of the mundane, manual tasks that slowed IT operations from executing more important matters.
61% believe that a reliance on manual processes is the biggest barrier to productivity among IT operations teams
Results speak for themselves
The CWM solution enabled multiple interfaces that previously did not talk to each other to finally communicate. Its advantages took effect almost immediately. Some results included:
- Automated 20 types of MACDs, including new service and phones
- Reduced time to complete tasks by 75 percent, from 1 hour to just 15 minutes
- Reduced configuration failures by 50 percent
- Provided a single point of interface to all unified communications applications, for reduced complexity
Once the new system was in place, this automated provisioning process helped the manufacturer save USD $2 million in annual total cost of ownership (TCO). It even helped increase the manufacturer's ROI through both a 30-40 percent faster deployment time and a 75 percent reduction in errors from the previous manual process.
Remote experts
Industry: Manufacturing
Region: EMEA
Technology: UC + Webex Teams
Making the experience simple and easy
A major European medical device manufacturer needed to increase its machine and field service efficiency and decrease its service costs to remain competitive in its market.
It had originally installed a remote machine along with Webex Teams for every desktop operator, enabling ticket creation for service requests and potential consultations. However, the organization’s employees found the new technologies frustratingly complex, so the company reached out to the Cisco CADI services team to find a solution.
Our team observed the business requirements and fully analyzed all possible routes for success. It then decided on developing a “Remote Expert” to assist desktop operators in their daily activities.
Take the next step up
This Cisco Remote Expert helped to:
- Create a single-pane–of-glass for all incident requests
- Aggregate all meetings, recordings, files, participants, chats, and ticket descriptions in one place
- Automatically assign users to a type of ticket based on expertise and location
By 2020, 60% of the top manufacturers will rely on digital platforms that enhance their investments in ecosystems and experiences and will support as much as 30% of their overall revenue
As a result, the manufacturer was able to increase:
- Service revenue growth by 20-30 percent
- The number of machines covered by engineers by 10-20 percent
- “Mean-time-to-repair” (MTTR) efficiency by 75 percent while collecting more data for predictive service improvements in the future
Digital loss prevention (DLP)
Industry: Retail
Region: Americas
Technology: Webex Teams
Don't share that!
A large American retailer wanted to improve upon its compliance standards and decrease its ongoing auditing costs. When audits were usually finished, a large percentage of compliance issues came from employees wrongly engaging with third parties. Examples include sharing sensitive information, general ethical issues, and making improper payments.
To alleviate these problems and simultaneously reduce ongoing auditing costs, this well-known retailer consulted the Cisco CADI services team on a solution. Looking deeper into the auditing issues, the team noticed that many compliance problems were stemming from third-party conversations via Webex Teams.
Knowing the company wanted to protect sensitive and critical information contained in Webex Teams, the CADI team helped implement a solution that would not only help fix the immediate issues but would also scale for the future.
Third-parties, and the risks therein, continue to be the biggest worry (40%) for compliance executives
Scaling for future needs
The Cisco's Webex Teams digital loss prevention (DLP) application was integrated into the platform, helping to detect, monitor, and block unauthorized flows of information outside the company. It helped to:
- Ensure compliance with flexible policy management
- Improve time to delivery
- Reduce exposure to security breaches involving the misappropriation, loss, or unauthorized disclosure of confidential information, whether by customers or their vendors
The solution was deployed, both in the cloud on Amazon’s AWS platform, and integrated with Cisco CloudLock®, a cloud-native access security broker (CASB) that helps the company move to the cloud safely. While AWS offers the ability to spawn automated bots to help with compliance issues, the company was also able to protect its investment while migrating to the cloud.
In the end, the large retailer solved its compliance issues, reduced its costs, improved its security policies, and migrated to the cloud safely – all with the help of Cisco CADI services.
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