Next Generation Contact Center

Next Generation

Contact Center

Mario Gianni

Technical Consultant – EMEA Customer Collaboration Team December 6th_{, 2011}

•

Cisco Customer Collaboration

•

Contact Center Enterprise

Precision Routing CUIC

•

Contact Center Enterprise Components

SocialMiner MediaSense VXI

Virtual Contact Center Routing & Reporting

Finesse Agent Desktop SocialMiner Social Media Customer Care Speech Self-Service MediaSense Multi-Media Capture & Storage

Enterprise Experts

Video-Enabled Customer Care Multichannel / CRM

• Basic solution with Hunt Groups and Queue functionality for small workgroups and basic helpdesks

Cisco Unified Communication Manager Queuing

• All-in-one multi-channel solution for small and medium sized helpdesks and contact centers up to 400 agents

Cisco Unified Contact Center Express

• Pre-packaged All-in-one contact center solution for medium and large sized contact centers up to 1000 agents

Packaged Cisco Unified Contact Center Enterprise

• Highly customizable contact center solution for medium and large contact centers up to 12000 agents

Contact Center Enterprise Intelligence Center MediaSense Customer Voice Portal E-Mail Interaction Manager SocialMiner Outbound Web Interaction Manager Video

360°

customer

Finesse CTI OS (API) Agent Desktop (CAD)

Applications Platform

Unified Communications Manager Unified Computing System

#2 ACD Share

Quality

Awards

25

%

2010

Closed Gap with Avaya 9.9% in North America Execution of #1 Plan 2011 CRM Service Award Winner Customer Satisfaction

4.29

Source: Gartner

#1 in IVR

Source: Tern Systems

13.3

%

2010

Avaya/Nortel 9% drop Genesys 25% reduction

•

Prescriptive guidance on sizing, voice network resources, software

version numbers, and call flows to meet customer needs

•

The Enterprise Customer Collaboration Playbook delivers a

methodology and a set of tools to sell and deploy pre-defined,

standardized deployment models.

•

Provides “customer ready” business benefits and strategies to help

customers understand the solution and value in the models defined

by the playbook.

•

Features design documents and Cisco leading practice guidance to

tailor the solution to customer‟s specific needs.

•

Allows partners to leverage Cisco‟s Assessment to Quality (A2Q)

•

Current Playbook

Pre-Designed Solution Spec Sizing Calculators

Reduce Pre-Sales Time

•

Playbook Evolution

Packaged Offer

Solution Simplification Simplified Ordering Single Box Deployment

Easy to Deploy, Operate and Maintain Reduce Pre-Sales and Post-Sales Time Mainstream Market Adoption

Simplify Ordering Fall 2011 Simplify Packaging End 2011 Simplify Day 2 Provisioning & Operations Mid 2012 Simplify Day 1 Commissioning End 2012 Simplify Scripting Solution Install Simplify options Scale up Future

Simplified Ordering (Fall 2011):

•

Effortless ordering with new SKU bundle created specifically for the new

Playbook 1000 deployment model

Simplified Packaging (Winter 2011):

•

Playbook model for 1000 agents

„CC PAC M1‟

•

Pre-designed deployment and pre-sized UCS-C hardware

•

Single Server for CCE, CVP, CUIC, and CUCM

(Requires second server for redundancy)

•

Reduced time to build deployments

Simplified Operations and Maintenance (Mid 2012):

•

New Web 2.0 User Interface for Day to Day Contact Center

Management, including:

Administration of agents, phones, agent teams, supervisors, reason

codes, etc.

•

Boundary management

Guided user interface to prevent user from misconfiguring the system

and stay within the deployment boundaries for Playbook 1000

•

Web API for the day to day tasks for easy integration with other

Web Configuration _Outbound Multichannel

Speech Voice ACD (CCE)

Reporting (CUIC) Call Control (UCM)

Self Service (CVP)

Single Box Rich Voice ACD Options

Available Social Media Recording IP IVR Parent/Child CRM TDM RSM Etc.

Playbook Deployment CC PAC M1 (up to 1000 agents)

SRND Deployment

Over 600 SKUs to choose from SKUs split over multiple bundles CCBU Bundle ‘IPCE-BUNDLE’

• 200 Product SKU options

• 220 UCSS SKU options

• 5 MCS server models

IPCBU Bundle ‘CUCM-USR-LIC’

• 80 CUCM Product SKU options

• 90 CUCM UCSS SKU options

UCS ordering in separate bundle Number of servers: 4 + 4

95% reduced number of SKUs Single SKU bundle for CCE, CVP, CUCM, and UCS

Playbook Bundle ‘CC PAC M1’

• 3 CCBU Product SKU options

• 5 CCBU UCSS SKU options

• 2 CUCM Product SKU options

• 4 CUCM UCSS SKU options

• 1 UCS-C server model

Number of servers: 1 + 1

Top Level SKU ‘CC-PAC-M1’

SKU Options Description

Contact Center Enterprise

CCE-PB-SVR Server license and Media Kit for CCE, CVP, and CUIC

CCE-PB-AGENTS CCE Premium CTI Agent + CVP Queue Ports + CVP Redundant Ports CC-WIN2K3-STD-1COA (Optional) Windows Server 2003 Standard with option for SQL Server 2005 Standard

Communications Manager

LIC-CUCM-USR-A (Optional) Unified Communications Manager Enhanced Single User-Under 1K CUCM-UCS-1000-86 (Optional) Unified Communications Manager 8.6 Server Software

Server

UCS-C server UCS-C server pre-sized for 1000 agent playbook model

UCSS

Sales Wealth Sales Insurance Support Auto Support Mortgage Predefined, static

skill groups to catch macro skills. Infinite combinations of skill groups need to be managed Skill Wealth Sales Skill Insurance Sales Skill Auto Support Skill Mortgage Support Unique Resource

attributes are lost during skill

mapping

Agent profiles are locked into the combination of core attributes

Reporting is locked and non-reactive

Boat English Certified Any Boat English Up Sell Cross Sell Boat Spanish Up Sell Cross Sell Boat Spanish Certified Boat English Certified Boat Spanish Certified Any Home English Certified Any Home Spanish Up Sell Cross Sell Home English Up Sell Cross Sell Auto Spanish Certified Auto English Certified Home Spanish Certified Any Home English Auto Spanish Up Sell Auto English Up Sell Auto Spanish Certified Auto English Certified Home Spanish Jen English Auto Home Boat Up Sell Cross Sell

Certified

Sam

English Auto

Boat

Up Sell Cross Sell Certified John English Spanish Auto Home Up Sell Cross Sell

Intent Product Language

Core Attributes

Entitlement Special Risk _Experience Care

Emotion Relationship

Extended Attributes

Customer Insight (CTI, Portals, Social Media)

Public / Private Enterprise Knowledge / Enterprise Customer Attributes Resource Attributes Precision Routing Multiple Attributes Match Find Most Proficient Agent

Four Branches

Boston, Dallas, Chicago and Seattle

Two Products Auto Insurance and Life Insurance Two Languages English and Spanish

Two types of Attributes:

•

Proficiency: Numeric attributes with ranking from 1 to 100

•

Boolean

: Exists or not, useful when don‟t need a specific value

Examples:

Name Type

English Proficiency (or Boolean)

Auto Insurance Proficiency (or Boolean)

Department ID Boolean

English = 80

Auto Ins = 55

Life Ins = 90

Boston = True

Sam

English = 50

Spanish = 90

Auto Ins = 80

Dallas = True

John

Step 1 • Auto Insurance ≥ 85 • English ≥ 80 • Boston Step 2 • Auto Insurance ≥ 65 • English ≥ 60 • Boston Step 3 • Auto Insurance ≥ 50 • English ≥ 50 • Any location Wait 20 seconds Wait 30 seconds  New multi-dimensional and multi-step queues that define customer experience

 Attribute combination defines the dimensions of the queue

PQ: Auto English Boston

 Multi-step allows to methodically expands agent search pool

 Precision Queues maintain Step level metrics for real time

Start VRU treatment Decision logic Precision Queue Auto English Boston Precision Queue Auto Spanish Boston Precision Queue Auto English Chicago Precision Queue Auto <language> <location>

Call remains queued at the PQ step as it leaves the PQ node for any additional VRU treatment

Call can be queued to

multiple Precision Queues as well as Skill Groups

• Agent Real Time (with both Skill Group and Precision Queue) • Agent Team Real Time (with both Skill Group & Precision Queue) • Precision Queue Real Time* (similar to Skill Group Real Time)

Real Time

• Agent Queue Interval (with both Skill Group & Precision Queue) • Precision Queue Interval* (similar to Skill Group Interval)

• Call Type Queue (with both Skill Group and Precision Queue)

Historical

• Agent Precision Queue Member* (list of all PQs for each agent) • Precision Queue Member* (list of all agents in each PQ)

Membership

 Precision Queues analogous to Skill Groups, provide same metrics

 More granular data with minimal learning curve

Mary‟s Attributes Fluent in English

Cert. to sell Home Ins. Fluent in English

Cert. to sell Home Ins.

Cert. to sell Auto Ins.

• Fluent in English • Cert. to sell Auto Ins.

Precision Routing HR Database API English Auto Insurance Sales

• 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

•

Number of deployments doubling every quarter

•

Incremental releases every 3-4 months

•

Product focus

Integration with other Cisco products (DMS, EIM/WIM, CCX) Developer Enhancements

Security

•

Sales enablement focus

Ease the transition from other platforms Taking it beyond those other platforms

Pre-Sales Reporting

Report Migration

Partner-led

Reports that are recognizable to

CMS users

Identify Field Differences

VDN vs Peripheral

Demonstrate Key Advantages

Switch to alternate views

Overview

• Web 2.0 SDK for Unified Contact Center Enterprise and Express

• Thin Client Agent Desktop built using industry standards

Features

• Open Source to lower the cost of customization

• Compliant with OpenSocial Gadget standard

• Web SDK is common to CCE and CCX – apps using

the SDK will work on either platform

• Chat and Presence via Cisco Unified Presence

• Seamless integration with Cisco Media Capture

Platform, Cisco Unified Intelligence Center, Customer Collaboration Platform and Cisco Quad

Drawbacks

• Thick Client

• Minimal Out-of-Box Functionality • Look and Feel

• Legacy Integration Methods • Lack of configuration granularity

Drawbacks

CTI-OS

CAD

• Extensive Developer Ecosystem • Scale to 2000 concurrent agents

Advantages

• Powerful Workflow Engine

• Granular, Group-based Configuration • Fully featured Application

Cisco Finesse Client Cisco Unified Contact Center Enterprise PG Web Services Gadget Container

Cisco Finesse Server

VOS Virtual Machine

Custom Applications CTI

(2 All Events Clients) Authentication

via AW

 Zero-Footprint on client

• Provides a plug & play mechanism to enable

multi-channel within Cisco Finesse

• Routing of various

collaboration channels exclusively via UCCE, powered by B&S MCAL

• Support for Email, Chat & Tasks (Voicemail, SMS, Tickets, Fax, Documents, etc.)

• Standalone or embedded

Overview

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

• Complement brand monitoring dashboards

Features

• Real-time capture of social media postings

• Social media campaign management

• Route and queue contacts to experts

• Tagging

• Social Screen Pop

• Real-time notifications via Instant Message, Email, and Text

 All-in-one Software Appliance

Linux Operation System Apache Tomcat Web Server Cassandra Datastore

Informix 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

 Any Server Platform

 Gadget Container

 REST APIs

SocialMiner Capture

Twitter Facebook RSS

REST API for Custom Feeds Cisco SocialMiner Notification services • XMPP/Jabber • SMTP Email and SMS • HTTP Reporting Services • Cisco Unified Intelligence Center Publication Services • RSS Authentication Services

Bookmarklet SocialMiner Capture

Influence

Cisco SocialMiner Script Filter

• Cisco‟s Media Capture platform provides open standards, network-based recording of media, including audio and video, with rich metadata to facilitate use by business and analytics applications.

• Cisco‟s Media Capture platform provides an efficient, cost-effective

foundation for capturing, preserving, and mining business intelligence from conversations.

• MediaSense is an IP media recording and playback platform that implements open interfaces using Open Recording Architecture (ORA). It provides the following features:

• Record audio, video. Various capabilities such as tag, management, search, monitor, playback, and other functions are provided to the end-users.

• Open end-user/developer APIs allows developers to write their own applications using MediaSense APIs and produce their own UIs.

Quality Monitoring

Workforce Management Compliance

Cisco Partner Applications

Speech/ Behavioral Analytics MediaSense Services Network Elements SAN • Metadata DB • Export / Transcode • Tagging

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Open Web 2.0 APIs

CUBE

Cisco Infrastructure

• Storage • Streaming

Application Layer

Services Layer

Media capture & storage Web services APIs

Network Layer

Phones Gateways Call Control

Se rv ic e s Apps Apps Cisco & 3rd Party Apps A p p li c a ti o n s tw o rk

Call Control CUBE

Replay & Monitoring

Add media servers for scalability and high-availability

…

…

Custom and 3

_party

Applications

Unified CM 8.5 Cisco IP

Cisco MediaSense

• Live media streaming

• HTTP and RTSP media access

• Clustering for high availability

• Cisco UCS (B and C series)

• VMware ESXi 4.0/4.1

• Fiber-channel SAN

• Unified CM 8.5 and beyond

Site One Site Two CUBE 3rd_party Speech Analytics Agents (anywhere) Agents (anywhere) SAN storage Network Media Forking Callers CUBE Enterprise Edition

MediaSense

• Continuously record a call regardless of destination or transfers

• Improves TCO and ROI through server, trunking, port consolidation

Site 1 MediaSense Cluster on UCS Local Callers Data Center

Centralized UCM Cluster Quality Monitoring,

Data Storage & Management Site 2 Local Callers Partner Application _SAN storage MediaSense On UCS Express Blade in Router

• Capture calls in the branch

• Management, control, and data storage are centralized / simplified

Straightforward

Use Case

Deployment

Flexibility

Cost

Savings

Zero Clients Zero Clients Software Appliance

Thin Client Enterprise Tablet

VXC 2100 Series

VXC 2200 Series

VXC 4000 VXC 6215 Cisco Cius

Shipping Shipping Available

Q4CY11

Available Q1CY12

Shipping

CTI Toolkit with VXC 21xx/22xx Now Finesse with VXC 21xx/22xx Dec 2011 Support for VXC6815 Mid CY2012 Finesse integrated with VXC H2 CY2012

Thank you.

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