Cisco Quick Hit Briefing Cisco Customer Intelligence Systems – Contact Center Update

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Cisco Quick Hit BriefingCisco Customer Intelligence Systems – Contact Center Update Brian Avery

Partner Development Manager – Cisco Systems

January 10, 201

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Brian [email protected]

Partner Development ManagerPriors:

President and CEOCisco Premier Partner

Director of SalesCisco Silver Partner

Financial AnalystSprint Corporation

Agenda Introduction Cisco Priorities Business Edition 6000 and

UCCX Contact Center Update and

Roadmap Q&A

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3

What Is a Quick Hit Briefing?• A weekly partner briefing series

designed for Cisco Commercial Territory partners

• Concise, relevant updates on:Cisco products and solutionsPartner programs and promotionsPartner Enablement – Demand Generation, Selling Skills, Closing Tools, etc.

• Next Quick Hit Briefing: Cisco UC Manager Business Edition Update - 3000 and 6000Thursday Jan 17th, 9:30 EThttps://ciscosales.webex.com/ciscosales/j.php?ED=207413017&RG=1&UID=0&RT=MiMxMQ%3D%3D


1

2

3

4

5

Mobility

Security

Any - Any

Key Drivers of the Future of the NetworkThat Strategically Leverage the Power of the Network

Leadership in the Core… Routing / Switching / Services

Collaboration

Data Center / Virtualization / Cloud

Architectures for Business Transformation

Video

Cisco Priorities

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Cisco Customer Intelligence Contact Center Update

Frank Gagliardi, Strategic Sales Consultant – Contact Center

Cisco Customer Interaction Technologies


Cisco Business Edition 6000 Applications Choice

Feature rich, Enterprise-class collaboration applications

Call controlCUCM

VoicemailUnity Connection

IM &Presence

VideoVCS

AttendantConsoleCUxAC

Contact Center CCX

UnifiedProvisioning

Manager

Up to 5 applications co-resident on a single server.

Emergency Responder

CER


Applications SupportedApplication Scale

UCM, Unified Communications Manager, (Required) 1,000 Users or 1200 devices

CUC, Cisco Unity Connection 1,000 Voice Mails

CUPM, Cisco Unified Provisioning Manager, installation GUI

1,000 users on UCM, CUC and IM&P

IM&P, (aka CUPS) Instant Messaging & Presence 1,000 Full UC, IM & Presence users

CUxAC, Cisco Unified Attendant Console25 clients

CCX, Contact Center Express 100 Agents

VCS, Video Communication Server 100 transversal/ 100 non-traversal video calls

CER, Cisco Emergency Responder 1,000 users

Virtualized with VMware ESXi


Cisco Unifed Intelligence Center with Unified CCX


Agenda • Cisco Unified Intelligence Center Overview

• Key features for Cisco Contact Center Express

• Implementation and Licensing

• Report Customization

• Intelligence Center and HRC

• Demo


Cisco Unified Intelligence Center• Highly customizable presentation layer

across multiple products• Reduce manual consolidation of historical

data by presenting it in a single dashboard • Wizard-based interface to extend reporting

inside and outside the contact center• Layered access to capabilities• Link reports to provide controlled access to

drill down, up and across


Platform


Key Features for Contact Center Express• Installed with CCX (CUIC Standard license included) with

browser-based access

• All HRC reports available in CUIC

• Customized views, thresholds on reporting data

• Different levels of access to reports, dashboards

• Scheduling enables report and data distribution via email

• Permalinks enable one-click access to reporting data

• Audit Trail report to track reporting activity


Visual Customization Built in• Create graphical views to existing reports (charts, gauges)

• Rearrange column fields, rename fields, add headers

• Provide additional groupings, summarizations and sorting

• Add thresholds to identify compliance violations


Access to Reports and Dashboards• Directory structure access

Shared and personal copies of reports

• Capability accessAssign multiple levels of permissions to enable opening CUIC “drawers”

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Scheduling

• Schedule to distribute via .pdf, .xls or embedded in email

• Schedule to publish to a .csv file for flat file integration


Permalinks• One-click access to

historical reports

• No log-on and navigate

• Embed links in other dashboards

• Web links on other devices


Custom Reporting• Included with Intelligence Center Standard version

Allows visual customizationDoes not allow coding customization

• Intelligence Center Premium version for Lab and NFR systemCreate new reports from scratchCreate drill-downsExport reports to be imported into a Standard systemChange refresh


Ordering Lab and NFR kits• Customer lab system (CCEH-NRPT-CUIC8 )

• Partner NFR kit (CCEH-CUIC8-NFR)

• Currently orderable via IPCE-BUNDLE under LAB section

• Ordering Guide will be updated with Release 9 information


Intelligence Center or HRC• Must select one at install, can change later

• By default, HRC is installed

• Not possible to run with both enabled


Cisco SocialMiner


Did you know that…Most visited website on the internet

30 billion pieces of content are shared each month

Average user has 130 friends and is connected to 80 pages, events and groups

More than 2.5 million websites have integrated with Facebook

190 million tweets are sent on average per day

The average user has 115 followers

Twitter has 225,000,000 users

40% of Twitter users don’t tweet, but instead use it to keep up to date


1. Capture

2. Analyze & Prioritize

3. Communication Workflow

4. AssignCustomer

Airline lost my luggage!

Social MediaCustomer Care Agent5. Engage

Cisco SocialMinerSocial Media Customer Care

Cisco SocialMiner


Overview• Enable proactive customer service by queuing and assigning social web posts to appropriate staff

• Complement brand monitoring dashboards

Cisco SocialMiner

Features Real-time capture of social media postings Social media campaign management Route and queue contacts to experts Tagging Filters Social Screen Pop Real-time Notifications via Instant Message, Email, and Text Social media customer care metrics Rich set of Platform API’s for customization


SocialMiner Architecture

All-in-one Software ApplianceLinux Operation SystemApache Tomcat Web ServerCassandra DatastoreInformix Reporting Database

Web Services

Gadget Container

Cisco Application Interfaces

Virtualization

Cisco SocialMiner Services•Runtime•Datastore•Reporting Database•Indexer•Eventing

External Services•SMTP Mail Service Interface•XMPP Interface•Active Directory

Standard Server Hardware

SocialMiner Gadgets

Cisco Provided OVF Template (Required)

Any Server Platform

Gadget Container

REST APIs

OpenSocial Gadgets


8.5(5) Feature ListOverview• Builds on previous 8.5(x) releases (SocialMiner 8.5(5) FCS on Jan 31, 2012)

Features• Standalone single-session chat

Chat feed type

Agent & Customer chat UI

Chat alias

API for chat transcript

• IE 8 support for chat

• UI improvements Social contact layout

Settings page layout


Web chatWith Unified CCX 9.0


• Entry level Integrated customer chat management functionality included with Premium Agent• Chat Contact through SocialMiner 9.0. • SocialMiner deployment on separate VM. Requires OS and DB entitlements for SocialMiner

Packaging

• Web based Agent and Supervisor interface packaged as default in Integrated browser within CAD and CSD (IE8 support only) Or use in normal browser with IE8 or Firefox 11

•Two Choice for routing algorithms•Most Skilled agent•Most Idle agent

• Blended voice and chat agents• 5 New Historical and 3 new real time reports• Transcript retention and retrieval on SocialMiner

Functionality

• Inbuilt tool for creating sample code for web site form • One step SocialMiner configuration from CCX Administration page.• Configurable agent no answer and chat idle timeout•System parameter setting to allocate/not allocate chat contact while agent is on voice call.

Simple to Deploy

Web Chat


Web-chat• Agent and supervisor interface

•Web client within integrated browser in CAD for Agent /supervisor (IE8 required)

•Finesse chat gadget for agent and supervisor (Release 9.5)

Default selection in Integrated browser

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• Configurable Agent no answer timeout.

• Chat contact gets re-queued and Agent goes “Not ready” after time out.

Agent UI – chat offered

Agent No Answer Timeout


Agent UI – chat in progress

Reply template Integrated to SocialMiner


Chat Supervisor Real Time ReportsReal-Time Displays for web

chat metrics:– Current CSQ totals– Current CSQ Details– Agent detail report

–Separate web based Supervisor UI in CSD integrated browser


Web chat Historical Reports

Web chat historical reports: Chat Agent Detail Report Chat Agent Summary report Chat CSQ Activity report Chat CSQ Agent Summary Chat Traffic Analysis Report

HRC as well as CUIC

New Unified CCX database tables facilitate delivery of packaged and custom reporting


Real Time Reports for Administrator Separate new section in RTR 3 Web chat Real Time Reports:

Overall Chat stats Chat Resource Stats Chat CSQ stats


Web chat Administration

Easy 5 step configuration

Create Chat CSQ Simple SocialMiner Configuration Global parameter settings Create Chat widget sample HTML code

for Website Create teams

Insert photo here


Typical Web chat Deployment

Customer Chat UI

Customer WebSite

Social Miner

Agent Chat UI

CAD

May Be Hosted

WWW DMZCorporate firewall

Chat Proxy UCCX

Customer

Customer sends web chat request

Agent

Web chat subsystem sees Agent state and delivers chat contact to web based Agent interface

Chat contact enters SocialMiner

Unified CCXPrimary

The chat reply gadget is rendered to Agent interface

Real time reports for supervisor, administrator and reporting users and historical reports for HR user

Secondary


CCX 9.5

• Finesse for CCX• Webchat phase 2• Mediasense for CCX

CCX 9.0CCX 8.5

• Spec-based VM support for UCS and non-UCS

• Outbound IVR• Scale to 400 agents• Serviceability

enhancements• New WFO UI• Mobile Skill Manager (SU3)

• Customer Webchat • CUIC Co-resident with CCX• Unified sign on for admin• Improved security with

SElinux• CME support removal• New end point and server

support

CCX Roadmap


Cisco Unified Contact Center ExpressCCX 9.0

Available todayCCX 9.0.2

Q12013• Embedded CUIC for historical

reporting

• Single session Web Chat

• Unified Sign On for CCX administration applications

• SELinux support

• WFO support for MediaSense

• Web 2.0 supervisor UI for WFO

• Mobile Skill Manager

• CME support removal

• CUIC Enhancements• Relative filters• Summary reports

• Jabber as agent device

• Administration API• Campaign Mgmt API• Configuration API

• Tandberg End point (EX60,EX90) & new IP phones.

• Virtualization – New ID

• Embedded Cisco Finesse for CCX ph 1

• Home agent with “Extend and Connect”

• Simplified Day 2 Administration

• CUIC enhancements• Supervisor team level reports• Real time reporting with CUIC• Additional report templates

• Web Chat enhancements

• Video On Hold

• A- Law support

• WFO enhancements

CCX 10.0 2H2013

Thank you.

Documents

Cisco Quick Hit Briefing Cisco Customer Intelligence Systems – Contact Center Update