infraxstructure: Krzysztof Waszkiewicz "Usługi chmurowe dla biznesu wolne od infrastruktury"

1. 100% of Business
no Infrastructure
Krzysztof Waszkiewicz
Cloud Architect, Netology

2. – Stanisław Tym, Rejs
„Urodziłem się w Małkini w 1937 roku w lipcu.
Znaczy, w połowie lipca. Właściwie w drugiej
połowie lipca. Dokładnie 17 lipca.”

3. Konsolidacja x86
Platforma DR
Testy wydajnościowe
VMware Users Group
vCloud Suite
vRealize Automation
vRealize Operations
End-User Computing
SDDC
Cloud Brokering
Big Data, IoT
Business Applications

4. Policy-based Automation
Service Catalog
Governance
Release Automation
Intelligent Operations
Service Health
Capacity Optimization
Configuration Standards
Transparent IT Business
Cost Transparency
Benchmarking
Service Quality
Compute
Physical
Hardware
Private
Clouds
Public
Clouds
Hybrid Cloud
VMware &
vCloud Datacenter Partners
Virtualized Infrastructure
Abstract & Pool
Compute Abstraction
= Server Virtualization
Storage
Storage Abstraction =
Software-Defined
Storage
Network
Network Abstraction
= Virtual Networking
Applications Modern SaaSTraditional
Business Driven IT Services
Defined
Demanded

6. Behind every is a customer.thing
device
case
community
app
post
product
chat
experience
call

7. 6

8. 50B
Connected
Products
1T
Connected
Sensors
Social Mobile
ConnectedCloud
4.5B
Aggregate
Social Users 5B
Smartphones
by2017

9. Missed
Target
Limited
Insights
No lead routing
Poor data
quality
No social
insights
No mobile access
Hard to find
information & experts
Time wasted on
emails & approvals
Inconsistent
selling process
Limited coaching
and feedback
Limited
automation
Lack of reporting
flexibility
No real-time
visibility
Too many
spreadsheets
Not Enough
Pipeline
Not Enough
Time Selling
Underperforming
Reps
Disconnected
Systems
Disconnected
Reps
Disconnected
Process

10. Frictionless Service Transform Your SupportOrganization Embed Service Everywhere

11. +40%
Increase in agent productivity
Maximize productivity with
empowered agents
Multi-channel with cross-channel context
and in-channel response
Predictive intelligence for the right answer,
the first time, every time
Multi-monitor support for maximum screen
real-estate
Intuitive and configurable UI

12. Unlock customer expertise
Unify self-service and community
experience
Automatically escalate unanswered
posts to agents
Submit ideas and product
recommendations
+31%
Increase in case deflection

13. Close cases faster with the right answer
every time
+37%
Faster case resolution time
Deliver Knowledge in one click to any channel and
to any device
Expose knowledge to your website or community
Knowledge articles are suggested in the context of
solving cases
Search external applications inside Salesforce

14. 35%
Decrease in support costs
Gain real-time insights into support metrics from
any device
Configure reports and dashboards without IT help
Customize reports on the fly to make decisions
more quickly
Receive notifications when metrics reach specific
thresholds
Optimize your support infrastructure

15. Get a deeper understanding of your
customer
Access complete customer profiles to
quickly gain insights
Connect the dots between touch points
Automatically prioritize important cases

16. Proactively resolve customer issues
Listen to conversations across 650M social
channels
Filter high priority posts for triaged responses
Automatic case routing from social networks
Proactively engage in-channel to develop
deeper relationships
+34%Increase in customer
retention

17. Close cases faster with automated
phone support
100+ adapters to connect to telephony
systems
100% cloud based
Complete softphone capabilities
Visual workflow for call scripting

18. Lower costs with high-volume email support
Create and assign cases from incoming email
Dynamic template selection
Embed knowledge articles
Auto-type common responses

19. Guide and delight customers with
instant agent support
View customers’ screens in real-time,
on any device
Live on-screen annotation
Manage multiple chats concurrently
Store full chat transcript

20. +37%
Faster case time resolution
Surface the right experts at the right time with intelligent
service
Collaborate in real-time on any case, from any device
Solve cases faster with cross-functional case swarming
View full engagement history in context
Deliver better service with whole company support

21. Drive productivity with a complete view
of your agents
37%
Decrease in employee attrition
Coach to key metrics and behaviors
Motivate with real time recognition
Identify top performers and development
opportunities
Retain and grow your best service agents

22. Make service effortless for your
customers
10X more APIs
Service is part of every app & product
Provide customers with 1 touch
service everywhere

23. New Case Escalate Case
Close Case Reassign Case
Open Work Order Update Severity
Deliver whole company support with
Mobile App
Managers: Make key business
decisions on the go
Employees: Collaborate to solve cases
faster
Agents: View complete case history
from anywhere

24. Transform your service with
powerful apps
2 million +
Installs
2,000+ cloud & mobile apps
Solutions for every business requirement
Fast and simple access
more

25. +28%
Sales
Cloud . Mobile . Social
Complete
Insight
+45%
Improved forecast
accuracy
Increase Sales
Productivity
+36%
Higher
productivity
Grow
Pipeline
+38%
Improved lead
conversion
Improve Rep
Performance
+26%
Higher win
rate

26. Thank you !
Krzysztof Waszkiewicz
krzysztof.waszkiewicz@netology.com.pl