Cisco Customer Intelligence and Contact Center … Customer Intelligence and Contact Center Solutions Overview ... Cisco Unified Contact Center Enterprise ... Cisco Unified Contact

Cisco Customer Intelligence and Contact Center Solutions Overview

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How to Better Manage Your Customer Service and Communications with Cisco

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Welcome and Agenda

Brian J Avery Territory Business Manager

Cisco Systems, Inc.

[email protected]


§ Introduction

§ What is the Cisco Customer Education Series?

§ Cisco Collaboration Overview

§ Introducing Cisco Customer Contact Solutions

§ Cisco Unified Contact Center Express Update

§ Conclusion, Next Steps

Welcome and Agenda


§ CCE is an educational session for current and prospective Cisco customers

§ Designed to help you understand the capabilities and business benefits of Cisco technologies

§ Allow you to interact directly with Cisco subject matter experts and ask questions

§ Offer assistance if you need/want more information, demonstrations, etc.

What Is the Cisco Customer Education Series?


Cisco Collaboration Redefining the Collaboration Experience


20 Years Ago: Cubicles Office Space with different Networks

Wired Ethernet and Dedicated Phone Lines


Next Generation Workspace and New Services enabled by the Network

Today: Workspace Transformation, Ent IoT & more


Work Home

67% of employees report an

increase in work requiring active collaboration

50% of business productivity

is tied to effective collaboration

40% of the workforce

will be mobile by 2016


Collaboration Is Challenging

Most employees are better at individual performance than team performance

§ Complex, evolving team networks

§ Increase in non-routine work that requires team decisions

§ Disjointed tools, inconsistent experiences


#1 #2

Technology Experience

Technology- Centric Approach to Collaboration

Cisco Confidential 10 C97-732501-00 © 2014 Cisco and/or its affi l iates. All rights reserved.

Cisco Confidential 11 © 2013-2014 Cisco and/or its affi l iates. All rights reserved. Cisco Confidential 11 C97-732501-00 © 2014 Cisco and/or its affi l iates. All rights reserved.

#1 #2 #1 #2

User Centric Approach to Collaboration

Technology Experience


Enabled by a Comprehensive Architecture

Consistent Experience

Collaboration Services

Network-Based

Platform

Deployment Models

Voice and Video

IM and Presence

Content Sharing

Conferencing

Scheduling and Calendaring

Messaging and Recording

Edge

Workflow

Security Network

Data Center

Management Medianet

On Premises Cloud +

An Easy and Simple Experience from Any Device

Every Desk

Every Room

Every Pocket


On Premises Hybrid Cloud

Cisco Unified Communications Manager The Heart of Cisco Collaboration

Cisco Unified Communications

Manager


Open and Interoperable

Lead and set

industry standards

Support third-party endpoints

Develop native,

standards-based

products


Holistic Collaboration Experiences, Investment Protection Standards-Based Interoperability

SIP H.264AVC H.264SVC

H.265

BFCP XMPP HTML5 WebRTC

Most Widely Adopted Protocols in Their Categories Multivendor, Demonstrated Interoperability, Broad Industry Support

Includes Support for Legacy Protocols: QSIG, H.323, ISDN PRI, More

Voice/Video Signaling

Video Codecs

Desktop Sharing

Instant Messaging, Presence

Web-Based Collaboration

The Results

85,000,000 Cisco IP Phones Sold

To Date

22,000,000

Cisco Jabber Mobility, Presence and IM Clients To Date

95% Of the Fortune 500 Have Cisco Collaboration Deployed

1,000,000,000 Cisco WebEx® Minutes Used per Month

#1 Market Share

Enterprise Voice Revenue Worldwide and US

Avaya

Mitel Unify Alcatel-Lucent NEC Polycom ShoreTel Microsoft

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

3,300,000 Cisco Contact Center Agents

#2 Market Share and Growing

Cisco Customer Intelligence Solutions


Increase Satisfaction with Exceptional Customer Care

Cisco® Customer Collaboration Highly Available, Virtual, and Sophisticated Customer Interaction

§ More than 3 million Cisco Contact Center agents shipped § Connect customers to company experts correctly the

first time § Accelerate call center productivity and interaction capabilities § Increase employee satisfaction and retention § Improve customer satisfaction and loyalty § Choose a deployment option right for your customer-care strategy

Facebook Twitter RSS


Analyst and Market Share Validation

This Magic Quadrant graphic was published by Gartner, Inc. as part of a larger research note and should be evaluated in the context of the entire report.

Source: Gartner

Worldwide Revenue Market Share

Cisco Contact Center grew 27% FY 2014

Unified Contact Center Express Release

Frank Gagliardi

Customer Experience / Contact Center Solution Specialist Cisco Systems, Inc

June 2015

Express


Unified Contact Center Express Overview

29

Additional Capabilities:

High Availability

Proactive Social Media

(SocialMiner)

Predictive Outbound Workforce Management

CRM Connectors

Quality Management

Best-of-Breed Interactive Voice Response (IVR): v Rich Self Service v Custom Greetings & Announcements v Speech Recognition (ASR/TTS) v API Integration

Intelligent Voice Contact Routing: • Time-of-day • Look ahead • Overflow • Courtesy Callback

Finesse: The Next Generation Agent Desktop • Easier to Use • Easier to Customize • Lower TCO • More Efficient • Finesse Gadgets

Multi-Channel Contact Routing: v Voice contacts v Chat requests v Email contacts v Outbound Preview v Video Agents!

Advanced Reporting: ü Historical Data ü Live Data ü Custom Dashboards ü Automated Delivery Schedules


Flexible Scalable

Full-Featured Packaged

All-in-One

Cisco Unified Contact Center Enterprise

Cisco Unified Contact Center Express

Packaged Contact Center Enterprise

Cisco Customer Collaboration Platforms

Hosted Collaboration Solution for

Contact Center (HCS-CC)

- 20 to 12K seats -


Finesse Agent Desktop Multiple Columns of Gadgets, Maximize/Restore

Individual Gadgets can be maximized and then restored Each tab can have a different number of columns

New in

10.5!


Live Data Report Gadgets inside Finesse

Gadgets are added to the default gadget layout, no manual configuration

32


Live Data Agent Reports in Intelligence Center Agent Statistics - How am I doing?

Agent State Log - My state log since midnight

Agent CSQ Statistics - Details of CSQs to which I belong

Agent Team Summary - What are the others in my team doing?


Finesse Agent Experience

• Finesse Cockpit View

• Inbound Voice

• Outbound Voice

• Customizable per team • Gadget layout • Phonebook • Wrap-up

• Live Data Reports

• Integrated Gadgets

• Automatic Redirection Upon Failover

• Browser-based Finesse agent desktop for easy management & upgrades

• Designed to empower agents via user-centered design product

• Flexible and Expandable – Finesse is a web gadget container • All applications that agents need (Cisco or

3rd party) contained within Finesse • Administrators define agent and supervisor

layouts

• Developer Friendly Web API, OpenSocial Gadgets

• Cisco Developer Marketplace to showcase gadgets built by Cisco Development Partners

35

Inbound Agents


Finesse Supervisor Experience

• Team Management • Agent State • Silent Monitoring • Barge and Intercept • Playback recordings

• Live Data reporting

3


Web Chat Overview

Functionality Packaging

Simple to Deploy

• Two choices for routing algorithms

• Most skilled agent

• Most idle agent

• Real time reports

• Transcript retention and retrieval, download by customer

• Ability to route chat while agent is on voice call

• Ability to route voice while agent is on chat

• Configurable “agent no answer” and “chat idle timeout”

• Integrated multi-session Web Chat functionality included with the premium seat license

• Web Chat will require separate server to host SocialMiner

• Browser based agent and supervisor interface

• Built-in tool to create sample code for customer website form

• Complete configuration in 5 simple steps


Web Chat Multi-Session Chat

• 60/120 concurrent sessions depending on deployed OVA

• Audible alerts

• Agent alias

• Ability to control

• Maximum Number of Chat Sessions Per Agent

• Offer Voice Call When on Chat & vice versa

New in

10.5!

Contact Details from the chat form are displayed to the Agent


• State change ‘Ready for Chat’ ßà ‘Not Ready for Chat’

• Busy after maximum number of simultaneous chats

Web Chat Chat State and Pre-Defined Responses

New in

10.5!

• Administrators create, modify or delete predefined responses • Configure up to a maximum of 10 predefined responses


Outbound Agent Direct Preview, Progressive, & Predictive • Direct Preview, Predictive and Progressive Dialer with

Finesse:

• Blended inbound and outbound operations

• Call Progress Analysis on ISR Gateways

• Outbound Reports

• Entry level Campaign Management with API support

• Preview Included with the Premium seat license

• Predictive and Progressive agent/IVR requires separate licenses

40


Cisco Finesse Preview Outbound

• All Outbound Modes – Agents are put in “Reserved (Outbound)” State • Direct Preview Mode - A reservation call lets the agent decide how to respond to the contact

• Direct Preview Mode- When the agent accepts the contact, the outbound call is made

Outbound Agent Direct Preview, Progressive, & Predictive

New in

10.5!


Outbound Agent Callbacks and Call Reclassification

42

New in

10.5!

Agent who receives a direct preview outbound call will see the Reclassify button

• The call starts as Voice and can be reclassified multiple times back and forth

• The Reclassify button and “BA Response” call variable show the current call classification


§ Ability to Start and Stop campaigns

§ Import Contacts

§ Retry Options

Campaign Management

§ Dialing Properties

§ Duplicate Contact Removal

§ Campaign Management API


Cisco Unified Intelligence Center

• Unified Intelligence Center (Standard version) is co-resident with Unified CCX

• Included at no cost

• User management is integrated with CCX

• Live Data and Historical Reports

• Customized views, thresholds on reporting data

• Create graphical views to existing reports (charts, gauges)

• Schedule reports to distribute via PDF, Excel or embedded in email

• Permalinks enable one-click access to reporting data


Cisco Unified Contact Center Express A Proven Solution

More than 13,000 customer deployments

Easier to buy and deploy Increased value proposition

• Sold by more than 1600 Cisco® Advanced Unified Communications Specialized Partners

• High-quality, easy to deploy, scalable to 400 agents

• Offers low cost Enhanced and Premium license bundles

• Bundles with Business Edition 6000 and 7000

• Offers flexibility via REST API’s and partner gadgets

• Workforce optimization at an affordable price point

• Integrated IVR, outbound, email, web chat


Innovation in Customer Collaboration

MediaSense Recording as a Platform

Finesse®

Customizable Agent Cockpit

CUIC Web 2.0 Reporting

SocialMiner®

Social Media Customer Care

Twitter Facebook

RSS Custom feeds


• Providing choice in virtualized server models and hardware configuration

• vMotion is supported when UCCX VMs are installed on shared storage (SAN)

• vMotion is not supported for real-time load-balancing of UCCX VMs

• Hypervisor ESXi 5.0, 5.1, and 5.5 are supported

• Boot from SAN is supported

• Three OVA profiles are available for easy deployment

3rd-party Spec-Based

UCS

Virtualization Support

Starting release 10.0, deployment is VM only


REST APIs

• Provisioning • Call Control Group, Grammar, Prompt and

Documents, Trigger

• Configuration • Agents, Skills, CSQs, Resource Groups, Teams

• Outbound Campaign Management • Get, Create, Modify, Delete

• Finesse Desktop APIs

4


Workforce Management 10.5

Workforce Management • Multi-Channel Forecasting

• Agent Schedules on Mobile

• Copy/Paste Support for Forecast Edit & Distribution

• Abandoned Calls Metric in Agent Schedules

• User Interface Refresh

49

New in

10.5!


Quality Management 10.5

Quality Management • Finesse Gadgets for recording controls

• Live Screen and voice monitoring

• Eliminate Java Dependency

• Whisper/Barge-In Feature

• Points based Evaluations

• Hyperlink access to recordings

• Voice Analytics

50

New in

10.5!


Let Cisco Customer Collaboration Help You

www.cisco.com/go/cc

Navigate market transitions like mobility, proactive care, social media, and analytics

Align to customer care business strategies such as cost management, customer relationships, complete care experience

Complement investments in the Cisco® Collaboration portfolio for enhanced experiences and accelerated ROI



Thank You and Next Steps

Brian Avery [email protected]

Frank Gagliardi [email protected]

Contact Your Cisco Partner https://tools.cisco.com/WWChannels/LOCATR/performBasicSearch.do

www.

Learn more about Cisco Collaboration: www.cisco.com/go/collaboration/

mailto:[email protected]

mailto:[email protected]

https://tools.cisco.com/WWChannels/LOCATR/performBasicSearch.do

https://tools.cisco.com/WWChannels/LOCATR/performBasicSearch.do

http://www.cisco.com/go/collaboration/


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