Cisco Unified Contact Center Express Update and Roadmapd2zmdbbm9feqrf.cloudfront.net/2014/usa/pdf/BRKCCT-1011.pdf · Cisco Unified Contact Center Express Update and Roadmap ... (CRM,

Cisco Unified Contact Center Express Update and Roadmap

BRKCCT-1011

Girish Variyath

Product Manager, Collaboration Business Applications BU

© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1011 Cisco Public

Agenda

• Introduction

• Overview of Unified Contact Center Express

• Unified CCX 10.0(1)

• Unified CCX Priorities

• Q&A

3

Overview of Unified Contact Center Express


Cisco Unified Contact Center Express

All in One Solution

Easy to Deploy

Easy to Use

Contact Center Express

Voice

IVR

API

Reporting

Chat, Email

Social Media

Application Platform

Unified Communications Manager

Business Edition 6000 and 7000, Spec-based HW

SocialMiner

Options

High Availability

ASR/TTS

Outbound IVR Workforce Management

CRM Connectors

Quality Management

Desktop Application Finesse

Cisco Agent Desktop

5

Unified CCX 10.0(1)


Unified CCX 10.0 – Key Themes

User Experience Simplification Customization

• Finesse

• Reporting

• Workforce Optimization

• Virtualization

• Prime Collaboration

• E164

• Home Agent

• APIs

• Finesse Desktop APIs

7

User Experience

8

Unified CCX 10 User Experience: Cisco Finesse

9


Cisco Finesse Overview

Agent State Controls

Supervisor Reports

Web 2.0 Browser Based Desktop

Customizable Gadgets

10


Cisco Finesse

• Finesse Cockpit View

• Inbound Voice

• Customizable per team

– Gadget layout

– Phonebook

– Wrap-up

• Live Data Reports

• Integrated Gadgets

• Automatic Redirection Upon Failover

11

Agent Features


Cisco Finesse

• Team Management

– Agent State

– Silent Monitoring

– Barge and Intercept

– Playback recordings

• Live Data reporting

12

Supervisor Features


Cisco Finesse Silent Monitoring

13

• Agent in ‘Talking’ state, Supervisor in ‘Not Ready’ state

• Silent Monitored call established between Supervisor and Agent phone

• Supervisor can Barge In or Intercept the call

• Supervisor can Silent Monitor other agents once current call completed


Cisco Finesse

• Recording using Workforce Optimization

– with MediaSense as an option for the capture platform

• Workflow based recording

– using WFO or MediaSense

• On-demand recording

– available with CAD

Recording Options

14


Cisco Finesse Workflow based recording with MediaSense

• Flexible server options

• Recording licenses required on CCX

• Workflows dynamically activate recording

• MediaSense Gadget

UCS-E / ISRG2

UCS-C / UCS-B

15


Cisco Finesse

• Finesse Workflows activate recording

• Finesse Workflow configuration enables

– HTTP Request Action to Start Recording

– HTTP Request Action to assign Metadata

to a recording

• Search and play of recordings performed from QM application

– Finesse Gadget in CCX 10.5

Workflow Based Recording with Workforce Optimization

16


Cisco Finesse

• Browser based – zero touch deployment

• Co-resident on CCX

• Gadgets

• Desktop Virtualization

– Citrix Xen and VMWare View

• E.164

• Desktop customization

• High Availability

17

Deployment


Cisco Finesse Administration

18

• Integrated with App Admin

• Backup and Restore

• Customizable

– Gadget Layout

– Call Variables

– Phonebook

– Reason Codes • Not-Ready

• Sign-Out

• Wrap-Up

• Workflows


Cisco Finesse Workflow Use Cases

Browser-

based CRM

Agent receives a screen when a call is

delivered

Wrap-Up data is automatically written to a

DB or CRM when the call ends

19


Cisco Finesse CRM Integration

20

CRM Gadget CRM Gadget

Cisco Finesse API

3rd Party CRM

Cisco Finesse API

CRM iFrame or Screen Pop 3rd Party Gadget 3rd Party Application

CRM iFrame

Simple, easy, cheap, but no deep CRM

integration

Achieves full CRM integration but requires custom development

Out-of-the-box connector


Cisco Finesse

• Connectors from Bucher+Suter

– Salesforce.com

– Microsoft Dynamics

CRM Connectors

21

Unified CCX 10: User Experience: Reporting

22


Unified CCX Reporting

• CCX 9

– Historical Reporting Client or Cisco Unified Intelligence Center

• CCX 10

– Single Presentation layer for both Real-time and Historical reporting

– CUIC Reports and Finesse gadgets

• New Capabilities

– Service Levels

– Thresholds and Alerts

– Short Term and Long Term views

23


Unified CCX Reporting

• Agent Statistics

– How am I doing

Live Data Agent Reports

24

• 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


Unified CCX Reporting Supervisor Live Data: Team Reports

25

Team State: What is my team doing ?

Team Summary: How is my team doing ?


Unified CCX Reporting Supervisor Live Data: CSQ Reports

26

CSQ Summary: What’s happening now, in the short term and since midnight

CSQ Agent Detail: What are the agents in my CSQ doing


Customization and Custom Reports

• Live Data

– Visual Customization by Administrator

– Select which fields are to be part of report

– Set thresholds and associated alerts

• Historical Reports

– Visual customization by reporting user

– Custom reporting requires CUIC Premium (available in lab kit) on a separate server

27

Live Data and Historical Reports

Unified CCX 10: User Experience: Workforce Optimization


Unified Workforce Optimization 10.0(1)

• Platform Changes

– User level localization selection

– Scheduled report execution and email delivery

• Quality Management

– Agent: Customizable widgets to track average quality scores and overall performance

– Supervisor: Search, Play and Evaluate in one place

– Local recording storage in distributed environments

– A real time recording status application

• Workforce Management

– Intraday reforecasting

– Shrinkage

• Licensing changes

– WFO 10.0 can be ordered with CCX Enhanced as well as Premium

29

Simplification

30


Simplification

• Virtualized deployments

– VM template changes

31

100 Agent 300 Agent 400 Agent

vCPU 2 2 4

vRAM 8 GB 8GB 16GB

HDD 146 GB 2 x 146 GB 2 x 146 GB • Historical Reports and Live Data via CUIC

– HRC support dropped

• Prime Collaboration

– Deployment: Upgrades from CCX 9

– Assurance: Support for CCX 10

• New licenses:

– Demo: 60 days, 25 CCX Premium licenses with all options is default option

– Customer Non Production Systems (CCX-10-NPS-K9=) for lab testing/training


Unified CCX : E.164

• E164 Supported with Finesse only

• Agent Desktop

– Agent extension

– Display of Incoming call

– Phonebook and Keypad

• Configuration

– Route point

– Configuration API for Route Point

• Reporting

– DB schema, Intelligence Center

• Script Editor

– Call control steps

32


Home Agents

• ‘Extend and Connect’ for Home agent

– Call Termination on PSTN/Mobile phone

– All Call Control operations

– Persistent Connection (nailed up) call

– Basic Supervisor capabilities

– Roadmap features • Recording and Silent Monitoring

• Barge-in and Intercept with Finesse

• Requisites

– VPN

– Jabber Windows Client in Extend mode

– CUCM 10

Using CUCM Extend and Connect

33

Customization

34

Unified CCX 10: Customization: REST APIs


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

http://developer.cisco.com/web/uccxapi

36

Unified CCX 10: Customization: Web Application Integration

37


Accessing Web Applications

• “Make REST Call” Step from a CCX script

– Access internal or external web services

– Leverage existing CCX APIs for configuration

– Integrate external APIs (CRM, Google, Twitter etc)

Schedule Callback?

•Find out if the customer wants a call back

Find Suitable Time

•Use IVR prompts to get the time of call back.

Schedule Callback

•Use the REST Call step to inject the contact into a running campaign.

38

Unified CCX 10.5

39


Unified CCX 10.5

• Predictive and Progressive Outbound Agent

• Enhanced Web Chat

• Prime Collaboration Deployment

• Finesse Phase 2

• WFO 10.5

• IPv6

New Features

40


Outbound Agents

• Direct Preview, Predictive and Progressive dialer

– Preview , Progressive and Predictive mode with Finesse

– CAD is Preview only (existing)

• Call Progress Analysis

• E.164

• Finesse Gadget

• Outbound reports

• Campaign Management with API support

– Partner products available on CDN

• Available with Outbound Licensing

Predictive and Progressive

41


Outbound Agents Finesse Gadget

Agent Reserved for Outbound

Live Voice detected

42


Outbound Agents Scheduled Callback

Available

• On an outbound call

• In wrap-up after an outbound call

• On hold on an outbound call

Option to edit the phone number

43


Web Chat Enhancements

• Finesse Gadgets

• Multi-Session

• 75 concurrent Web Chat sessions

• Predefined Responses

• Audible Alert

• Agent Alias

• Transcript Download

• Live Data and Historical Reporting

44


Live Data Outbound and Web Chat Reports

45


CCX 10.5 Desktops

• Finesse

– Direct Preview, Progressive and Predictive Outbound agent

– Multi-session Web Chat

– Multiline

– Extension Mobility

– QM Gadget

– Localization

• Option of CAD or Finesse (not mixed)

• CAD-BE dropped from Unified CCX

46


Unified CCX 10.5 Prime Collaboration

47

Prime Collaboration Deployment

CCX 10 CCX 10.5

Upgrade from CCX 9.0(2) Upgrade from CCX 9.0(2)

Fresh Install for CCX 10.x

IP address change

Hostname Change

Prime Collaboration Assurance

CCX 10 CCX 10.5

Supported Supported


Workforce Optimization 10.5

Quality Management

• Finesse Gadgets for recording controls

• Live Screen and voice monitoring

• Eliminate Java Dependency

Workforce Management

• Multi-Channel Forecasting

• Agent Schedules on Mobile

48


IPv6 Support

• Dual stack support

• Finesse deployments

• High Availability

Caveats:

• IPv4 for

– ASR/TTS

– MediaSense

– WFO

VVVV

Admin CUIC

CAD Finesse

Editor

S

M

Pure IPv4

Dual Stack

Pure IPv6

ASR/TTS/MediaSense/WFO

Not supported

Supported

49


Session Summary

Unified Contact Center Express

Customization

Simplification

User Experience

50


Resources

• Selecting the Right Desktop for Your Cisco Unified Contact Center Express: Cisco Finesse or Cisco Agent Desktop

– http://www.cisco.com/c/en/us/products/collateral/customer-collaboration/unified-contact-center-express/white-paper-c11-730883.html

51

Related Sessions


BRKCCT-2056

Unified Intelligence Center: Standard and Custom Reporting on Contact

Center Express and Contact Center Enterprise Monday 10:00 AM

BRKCCT-0001

Cisco Customer Collaboration: Why it's the Right Choice for Your Contact

Center Tuesday 08:00 AM

BRKCCT-1009 Cisco Customer Collaboration Architectural Vision Wednesday 04:00 PM

BRKCCT-1031 Cisco Finesse - The Next Generation Agent Collaboration Experience Wednesday 08:00 AM

BRKCCT-2015

Solution Enhancements and Troubleshooting in Unified Contact Center

Express 10.0 Wednesday 01:30 PM

BRKCDN-2966 Programming with the Finesse API Wednesday 04:00 PM

BSACOL-1008 Mobile Customer Care -- Are You Ready? Wednesday 04:30 PM

BRKCCT-2006 Omnichannel contact center solutions Thursday 12:30 PM

BRKCCT-2019 Cisco Unified Contact Center Express Planning and Design Thursday 02:30 PM

BRKCCT-2050 Building recording and monitoring applications with the MediaSense API Thursday 08:00 AM

Related Customer Collaboration Sessions

53

Ingram Micro Contact Center Andrew Hill, Director IT and Shahryar Rehman, Director Business

CCSCCT-1300 - Ingram Micro Contact Center

Wednesday, May 21, 8:30 AM - 9:30 AM

Moscone South 302


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