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

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  • 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

  • © 2009 Cisco Systems, Inc. All rights reserved.Cisco Confidential 3

    MessagingSpeech PresenceVirtualization VideoMobility

    Network As The Platform

    Unified Mobility; CUMC

    IP phones Unified clients

    Unity UC Manager UC500

    MeetingPlace WebEx

    WebEx Connect

    Cisco Ent Policy Mgr.

    Cisco TelePresence

    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

  • © 2009 Cisco Systems, Inc. All rights reserved.Cisco Confidential 4

    Cisco’s Vision of Customer Collaboration

    Multichannel Enterprise

    Experts

    Collaboration Agent Desktop

    Video-Enabled Customer Care

    Virtual Contact Center

    Routing and Reporting

    Speech Self-Service

    Social Media Customer Care

    Multi-Media Capture

    and Storage

    Customer Collaboration

    Integrated Reporting

    Contact Center Evolution

    Extend to Partners

    and Experts

    Social Media and Cloud

    Communities

    Brand Management

    Business Video

    Applications

    Network Media Capture (Recording)

  • © 2009 Cisco Systems, Inc. All rights reserved.Cisco Confidential 5

    Contact Center Collaboration 2003

    Agent Cockpit

    Presence Chat Enterprise Directory

  • © 2009 Cisco Systems, Inc. All rights reserved.Cisco Confidential 6

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

  • © 2009 Cisco Systems, Inc. All rights reserved.Cisco Confidential 7

    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 8.0 4Q2010

    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 CCX Release 8.5

  • © 2009 Cisco Systems, Inc. All rights reserved.Cisco Confidential 11

    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 Desktop New 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

  • © 2009 Cisco Systems, Inc. All rights reserved.Cisco Confidential 13

    New Agent E-Mail User Interface and Print

     Enhanced Controls

    –Rich HTML editor

    –CC / BCC Fields

    –Print Button

    –Multibyte language display

    –Repositioned Toolbar

  • © 2009 Cisco Systems, Inc. All rights reserved.Cisco Confidential 14

    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

  • © 2009 Cisco Systems, Inc. All rights reserved.Cisco Confidential 15

    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

  • © 2009 Cisco Systems, Inc. All rights reserved.Cisco Confidential 16

    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

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