Cisco Unified Contact Center Updates · Predictive/Progressive Dialer Colocated on CCX server Supports IVR (8.5) and agent-based campaigns (target 9.0) Supports Call Progress Analysis

Express

Victor Bishay

Consulting Systems Engineer

[email protected]

Cisco Unified Contact Center Updates

© 2009 Cisco Systems, Inc. All rights reserved.Cisco Confidential 2

Session Agenda

Cisco Customer Care Collaboration Advantage

New features in Unified CCX release 8.5

Social Software and Reporting Roadmap

How to Achieve Success with Cisco Contact Center Solutions


MessagingSpeech PresenceVirtualization VideoMobility

Network AsThe Platform

Unified Mobility;CUMC

IP phonesUnified clients

Unity UC ManagerUC500

MeetingPlaceWebEx

WebEx Connect

Cisco Ent Policy Mgr.

CiscoTelePresence

Unified Presence;

Jabber

Cisco Unified Contact Center

Why Choose Cisco for my Contact Center?Because your Contact Center should be part of a

broader Unified Communications strategy

QoSStorageSecurity SaaSWeb 2.0 Policy


Cisco’s Vision of Customer Collaboration

MultichannelEnterprise

Experts

Collaboration Agent Desktop

Video-EnabledCustomer Care

VirtualContact Center

Routingand Reporting

SpeechSelf-Service

Social MediaCustomer Care

Multi-MediaCapture

and Storage

CustomerCollaboration

Integrated Reporting

Contact CenterEvolution

Extend to Partners

and Experts

Social Mediaand Cloud

Communities

BrandManagement

Business Video

Applications

Network Media Capture (Recording)


Contact Center Collaboration 2003

Agent Cockpit

Presence Chat Enterprise Directory


Customer Collaboration 2003Customer Collaboration 2010…and don’t forget Universal Desktop


Benefits to our Customers include:

Improved ability to respond to your

requirements

Reliable release schedules

Higher quality software

Quicker resolution of issues

Formalization and sharing of Best

Practices

Why Choose Cisco for my Contact Center?Cisco is committed to continuous improvement

CCBU follows the Carnegie Mellon Software Engineering Institute's

Capability Maturity Model Integration (CMMI) methodology for

continuous process improvement

© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 8

Unified Contact Center Enterprise Solution Architecture

Home Office

Contact Center

Branch Office

or Enterprise

Knowledge Workers

Voice Treatment,

Queuing and

Self-Service

Multi-Media

Contact Routing,

Universal Queue,

Outbound Dialing

Web Services

Provide Customer

Control and

Reporting

Communications

Manager

Provides

IP Telephony

E-mail Management

Provides Intelligent

Automated or Agent

Previewed Responses

Web Collaboration

Provides Web Chat,

Co-Browsing

© 2009 Cisco Systems, Inc. All rights reserved. Cisco PublicBRKCCT_1003_c2 8

© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 9

Contact Center Enterprise Evolution

Enterprise Core

Intelligence Center Appliance

15-Min Interval Reporting

Multi-Line Support

Agent Self Re-skilling

Courtesy Callback)

SIP Dialer

SS7 over IP NIC

Express Core

High Availability

Serviceability Enhancements

Enterprise Core

Recorded Agent Greeting

Whisper Announce

CUIC as primary reporting interface (WebView disabled)

Customer Collaboration

Social Media Customer Care

Web 2.0 Agent and Supervisor Desktop

Multimedia capture and playback

Virtualization

Unified Computing System B-Series

UCS Virtualization

UC Analysis Manager

Virtualization

Unified Computing System C-Series

UCS Virtualization Ph. 2

Megacluster Support

69xx Agent Phones

Not Ready State Transitions

CTI OS Clients on VMWare VDI

Nehalem MCS Servers

Avaya AES 4.2.2 CVLAN

MOC Support

Queue-to-Expert

CUIC Report Templates

Web Callback and Blended Collaboration

MeetMe

2009

Release 7.5

1Q2010

Release 8.04Q2010

Release 8.5

© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10tmckeon 100930 PBT

Unified CCXRelease 8.5


Unified CCX Release 8.5 Overview

• Social Media Customer Care

• Web 2.0 Finesse (non-production trial rollout)

• Predictive/progressive dialer for Outbound IVR

• Support for Partner solutions on top of Multi-Media Capture and Storage

Customer Collaboration Innovation

• Scale to 400 Agents

Scaling the Solution

• Agent E-Mail

• Desktop Enhancements

Feature Enhancements

• M2 versions of B series blade

• M2 versions of UC210, UC200 rack mount servers

• Supported in multiple VM image deployments

Cisco Unified Computing System

© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidentialtmckeon 100930 PBT 12© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12

Cisco Agent DesktopNew Agent E-Mail Feature Set

New CAD Agent E-Mail Features Benefits

New Agent E-Mail User Interface & Print Usability

Resume E-Mail Processing on Voice Disconnect Ease of Use

Review E-Mail Queues Compliance

Save Draft E-Mail Response Usability

Forward, Copy, and Blind Copy Usability

Distinct Auto-Response Address Compliance

Additional Supervisor Reports and E-Mail Viewer Usability

E-Mail Not Ready Reason Code Changes Usability

Additional Spell Check Language Compliance

Double Byte Language Support Expanded Localization

MS Exchange 2010 Support Interoperability

Additional Support for Secure Connectivity Enhanced Security


New Agent E-Mail User Interface and Print

Enhanced Controls

–Rich HTML editor

–CC / BCC Fields

–Print Button

–Multibyte language display

–Repositioned Toolbar


Resume E-Mail Processing on Voice Disconnect

Agent will resume the E-Mail processing after the ACD call ends or the agent completes their work state.

End User Experience

–The previous active e-mail will re-presented for processing when the agent completes the voice contact and/or work state

–If no e-mail was active, the agent will automatically return to the prior e-mail agent state

The agent remains E-Mail Not Ready with no active e-mail if a new ACD call comes in before a configured delay.

Administration

–Global settings configured in Cisco Desktop Administrator

–Delay setting allows for queued calls and reduce screen disruption


Multi-Line Management Changes

In CCX 8.0 CCX CTI does not send an secondary line call related information to agents or supervisors

In CCX 8.5 CTI does send secondary line call information to agents and supervisors

Cisco Desktop Administrator (CDA) allows setting secondary lines:

Multi-line Feature Administration Settings

Display Non-ACD Call Activity • Yes / No

Monitoring & Recording

• Disable

• ACD Calls Only

• All Calls

Barge-in / Intercept

• Disable

• ACD Calls Only

• All Calls


Predictive/Progressive Dialer Colocated on CCX server

Supports IVR (8.5) and agent-based campaigns (target 9.0)

Supports Call Progress Analysis (CPA)

CPA is gateway-based to optimize performance

Preview dialer continues to be included in Premium – no changes from release 8.0

Predictive/progressive Outbound will be an additional cost option

– IVR sold on a per IVR port basis (8.5)

– Agent sold on a per Agent basis (target 9.0)

– Flexible packaging and pricing for outbound self service vs. assisted service

– All you can eat gateway dialer ports

NOTE: Very limited campaign management in release 8.5

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 17

Cisco Mobile Supervisor - Overview

Cisco Mobile Supervisor for Cisco Unified

Contact Center Express allows supervisors to:

View real-time reports on their iPhone or iPod Touch

Dynamically respond to changing situations from any

location

Can change an agent’s state

Stay connected with their team to positively impact

the contact center business

Get out from behind their desks and engage in the

contact center

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 18

• A Supervisor can view a subset of the real-time reports normally shown on a

Cisco Supervisor Desktop:

•CSQ Summary Report

•CSQ Detail Report

•Agents Team State Report

•High level information of the

CSQs in a Team

• Set CSQ alert thresholds,

based on which the icons

for the CSQ change

Cisco Mobile Supervisor - Features

© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19tmckeon 100930 PBT

Looking Forward ..


Intelligence CenterFeatures and Benefits

• Real-time and historical Dashboards include charts, grids, web content , notes to team

• Wizard-based interface to extend reporting to data sources inside and outside contact center

• Highly customizable look and feel

• User Groups & Access Control to data, reports and capabilities

• Thresholds & Drill Downs

• Time Zone Preference

Features

• Automate manual consolidation of data in a single dashboard

• Reduce customization costs via end-user access to some customization

• Increase speed to find information via pre-configured drill-down information

Benefits


“Home” ScreenCockpit view of the entire contact center


“Manage Call” ScreenScreen Pops for variety of data sources


Cisco QuadA Comprehensive Collaboration Platform

Content Management

Social Tagging

People, Communities,

Information, Search

Click to:Call, IM, Meet

PersonalDashboard

DirectoryProfile

Blogs, Wikis,Forums

Video

CommunityTeam Space

UC-EnabledBrowser

Policy andSecurity

Micro-Blogging

Open Social Gadget Container

and Customer Collaboration

© 2010 Cisco and/or its affiliates. All rights reserved. Cisco ConfidentialPresentation_ID 24© 2010 Cisco and/or its affiliates. All rights reserved. Cisco ConfidentialPresentation_ID 24

Resources


Resources 1

Cisco.com – www.cisco.com/go/uccx

Data sheets

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_data_

sheets_list.html

Compatibility Matrix

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_device_support_tables_list.html

Technical Reference End User Documentation

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/tsd_products_support_series_home.html

Software download

http://tools.cisco.com/support/downloads/go/Redirect.x?mdfid=270569179

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

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_data_sheets_list.html

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_data_sheets_list.html





http://tools.cisco.com/support/downloads/go/Redirect.x?mdfid=270569179


Resources 2 Cisco Community Central Partner Community

All Aboard the Express II recordings, slide decks, etc .. Right hand side of the page

https://www.myciscocommunity.com/community/partner/collaboration/contactcenter?view

Overview, All Content, Discussions (forums), Documents, Videos –tabs at top of page

Cisco personnel and Partners can search the knowledge base and post questions at the Unified Contact Center Partner Community.

For general CCX questions post to https://www.myciscocommunity.com/community/partner/collaboration/contactcenter

For CAD, CSD, IPPA, CDA, MTS, Citrix, CR, QM, AQM, WFMplease post to https://www.myciscocommunity.com/community/partner/collaboration/contactcenter/apps

Community forums preferences can be set to provide email notifications of new posts and/or RSS feeds.

https://www.myciscocommunity.com/community/partner/collaboration/contactcenter?view

https://www.myciscocommunity.com/community/partner/collaboration/contactcenter

https://www.myciscocommunity.com/community/partner/collaboration/contactcenter

https://www.myciscocommunity.com/community/partner/collaboration/contactcenter/apps

https://www.myciscocommunity.com/community/partner/collaboration/contactcenter/apps


Resources 3 Temporary/POC Licenses, Private email to Product

Management

PLEASE: Use the Partner Forums for everything else!

[email protected]

PDI Help Desk

A 12 x 5 global support organization which addresses the need for proactive support required by Cisco Specialized Partners in Planning, Design and Implementation (PDI) of Cisco solutions

http://www.cisco.com/web/partners/tools/pdihd.html

Unified CCX Ignite program information

Includes All Aboard the Express I, Installed Base Migration, Competitive Displacement

http://www.cisco.com/web/partners/sell/technology/ipc/announcements/ccx_ignite.html

mailto:[email protected]





http://www.cisco.com/web/partners/tools/pdihd.html




Help your

customers help

themselves!

Tell them about

the Cisco Unified

Contact Center

User Group!

https://www.mycis

cocommunity.com

/community/techn

ology/collaboratio

n/usergroups/coll

aboration/contact

center

https://www.myciscocommunity.com/community/technology/collaboration/usergroups/collaboration/contactcenter








Summary: Why sell Cisco Contact Center?

Business Relevance

Enables strategic business conversations…with you as “trusted” advisor

Differentiates You From Box or Dial Tone Pushers

Grows Your Deals and Bookings

Provides future opportunities
