Cisco Customer Intelligence and Contact Center Solutions Overview

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Cisco Customer Intelligence and

Contact Center Solutions Overview

Watch the WebEx recording of this session by clicking this link

How to Better Manage Your Customer Service and Communications with

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Welcome and Agenda

Brian J Avery

Territory Business Manager

Cisco Systems, Inc.

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§

Introduction

§

What is the Cisco Customer Education

Series?

§

Cisco Collaboration Overview

§

Introducing Cisco Customer Contact

Solutions

§

Cisco Unified Contact Center Express

Update

§

Conclusion, Next Steps

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§

CCE is an educational session for current and

prospective Cisco customers

§

Designed to help you understand the capabilities and

business benefits of Cisco technologies

§

Allow you to interact directly with Cisco subject matter

experts and ask questions

§

Offer assistance if you need/want more information,

demonstrations, etc.

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Cisco

Collaboration

Redefining the

Collaboration

Experience

(6)

20 Years Ago:

Cubicles Office Space with different Networks

Wired Ethernet

and

Dedicated Phone

Lines

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Next Generation

Workspace and New

Services enabled by

the Network

Today:

(8)

Work

Home

67%

of employees report an

increase in work requiring

active collaboration

50%

of business productivity

is tied to effective

collaboration

40%

of the workforce

will be mobile by 2016

(9)

Collaboration Is Challenging

Most employees are better at individual performance than team

performance

§ Complex, evolving team networks

§ Increase in non-routine work that requires

team decisions

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#

1 #

2 Technology

Experience

Technology-

Centric Approach

to Collaboration

(11)

#

1 #

2 #

1 #

2 User

Centric Approach

to Collaboration

Technology

Experience

(12)

Enabled by a Comprehensive Architecture

Consistent

Experience

Collaboration

Services

Network-Based

Platform

Deployment

Models

Voice and Video

IM and Presence

Content Sharing

Conferencing

Scheduling and Calendaring

Messaging and Recording

Edge

Workflow

Security

Data Center

Network

Medianet

Management

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An Easy and Simple Experience from Any Device

Every

Desk

Every

Room

Every

Pocket

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On Premises

Hybrid

Cloud

Cisco Unified Communications Manager

The Heart of Cisco Collaboration

Cisco Unified

Communications

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Open and Interoperable

Lead and

set

industry

standards

Support

third-party

endpoints

Develop

native,

standards-based

products

(16)

Holistic Collaboration Experiences, Investment Protection

Standards-Based Interoperability

SIP

H.264AVC

H.264SVC

H.265 BFCP

XMPP

HTML5

WebRTC

Most Widely Adopted Protocols in Their Categories

Multivendor, Demonstrated Interoperability, Broad Industry Support

Includes Support for Legacy Protocols: QSIG, H.323, ISDN PRI, More

Voice/Video

Signaling

Video

Codecs

Desktop

Sharing

Instant

Messaging,

Presence

W eb-Based

Collaboration

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85,000,000

Cisco IP Phones Sold

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22,000,000

Cisco Jabber

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95%

Of the Fortune 500

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1,000,000,000

Cisco WebEx®

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#1 Market Share

Enterprise Voice Revenue

Worldwide and US

Avaya Mitel Unify Alcatel-Lucent NEC Polycom ShoreTel Microsoft

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

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3,300,000

Cisco Contact Center Agents

(24)

Cisco Customer Intelligence

Solutions

(25)

Increase Satisfaction with Exceptional Customer Care

Cisco

®

_{Customer Collaboration}

Highly Available, Virtual, and Sophisticated

Customer Interaction

§

More than 3 million Cisco Contact Center agents shipped

§

Connect customers to company experts correctly the

first time

§

Accelerate call center productivity and interaction capabilities

§

Increase employee satisfaction and retention

§

Improve customer satisfaction and loyalty

§

Choose a deployment option right for your customer-care strategy

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Analyst and Market Share Validation

This Magic Quadrant graphic was published by Gartner, Inc. as part of a

larger research note and should be evaluated in the context of the entire

report.

Source: Gartner

Worldwide Revenue Market Share

Cisco Contact Center grew 27% FY 2014

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Unified Contact Center Express

Release

Frank Gagliardi

Customer Experience / Contact Center Solution Specialist

Cisco Systems, Inc

June 2015

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Unified Contact Center Express Overview

29 Additional Capabilities:

High Availability

Proactive Social Media

(SocialMiner)

Predictive Outbound

Workforce

Management

CRM Connectors

Quality Management

Best-of-Breed Interactive Voice Response (IVR):

v Rich Self Service

v Custom Greetings & Announcements

v Speech Recognition (ASR/TTS)

v API Integration

Intelligent Voice Contact Routing:

• Time-of-day

• Look ahead

• Overflow

• Courtesy Callback

Finesse: The Next Generation Agent Desktop

• Easier to Use

• Easier to Customize

• Lower TCO

• More Efficient

• Finesse Gadgets

Multi-Channel Contact Routing:

v Voice contacts

v Chat requests

v Email contacts

v Outbound Preview

v Video Agents!

Advanced Reporting:

ü Historical Data

ü Live Data

ü Custom Dashboards

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Flexible

Scalable

Full-Featured

Packaged

All-in-One

Cisco Unified Contact Center Enterprise

Cisco Unified Contact Center Express

Packaged Contact Center Enterprise

Cisco Customer Collaboration Platforms

Hosted

Collaboration

Solution for

Contact Center

(HCS-CC)

- 20 to 12K seats -

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Finesse Agent Desktop

Multiple Columns of Gadgets, Maximize/Restore

Individual Gadgets can be maximized and then restored

Each tab can have a different number of columns

New

in

10.5!

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Live Data Report Gadgets inside Finesse

Gadgets are added to the default gadget layout, no manual

configuration

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Live Data Agent Reports in Intelligence Center

Agent Statistics - How am I doing?

Agent State Log - My state log since midnight

Agent CSQ Statistics - Details of CSQs to which I belong

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Finesse Agent Experience

• Finesse Cockpit View

• Inbound Voice

• Outbound Voice

• Customizable per team

• Gadget layout

• Phonebook

• Wrap-up

• Live Data Reports

• Integrated Gadgets

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• Browser-based Finesse agent desktop for easy

management & upgrades

• Designed to empower agents via

user-centered design product

• Flexible and Expandable – Finesse is a web

gadget container

• All applications that agents need (Cisco or

3rd party) contained within Finesse

• Administrators define agent and supervisor

layouts

• Developer Friendly Web API, OpenSocial

Gadgets

• Cisco Developer Marketplace to showcase

gadgets built by Cisco Development Partners

35

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Finesse Supervisor Experience

• Team Management

• Agent State

• Silent Monitoring

• Barge and Intercept

• Playback recordings

• Live Data reporting

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Web Chat

Overview

Functionality

Packaging

Simple to Deploy

• Two choices for routing

algorithms

• Most skilled agent

• Most idle agent

• Real time reports

• Transcript retention and

retrieval, download by

customer

• Ability to route chat while

agent is on voice call

• Ability to route voice

while agent is on chat

• Configurable “agent no

answer” and “chat idle

timeout”

• Integrated

multi-session Web Chat

functionality included

with the premium seat

license

• Web Chat will require

separate server to

host SocialMiner

• Browser based agent

and supervisor

interface

• Built-in tool to create

sample code for

customer website

form

• Complete

configuration in 5

simple steps

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Web Chat

Multi-Session Chat

• 60/120 concurrent sessions depending on

deployed OVA

• Audible alerts

• Agent alias

• Ability to control

• Maximum Number of Chat Sessions Per

Agent

• Offer Voice Call When on Chat & vice versa

New

in

10.5!

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• State change ‘Ready for Chat’

ßà

‘Not Ready for Chat’

• Busy after maximum number of

simultaneous chats

Web Chat

Chat State and Pre-Defined Responses

New

in

10.5!

• Administrators create, modify or delete predefined responses

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Outbound Agent

Direct Preview, Progressive, & Predictive

• Direct Preview, Predictive and Progressive Dialer with

Finesse:

• Blended inbound and outbound operations

• Call Progress Analysis on ISR Gateways

• Outbound Reports

• Entry level Campaign Management with API support

• Preview Included with the Premium seat license

• Predictive and Progressive agent/IVR requires separate

licenses

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Cisco Finesse Preview Outbound

• All Outbound Modes – Agents are put in “Reserved (Outbound)” State

• Direct Preview Mode - A reservation call lets the agent decide how to respond to the contact

• Direct Preview Mode- When the agent accepts the contact, the outbound call is made

Outbound Agent

Direct Preview, Progressive, & Predictive

New

in

10.5!

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Outbound Agent

Callbacks and Call Reclassification

42

New

in

10.5!

Agent who receives a direct

preview outbound call will see

the Reclassify button

• The call starts as Voice and can be reclassified multiple times back and

forth

• The Reclassify button and “BA Response” call variable show the

current call classification

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§

Ability to Start and Stop

campaigns

§

Import Contacts

§

Retry Options

Campaign Management

§

Dialing Properties

§

Duplicate Contact Removal

§

Campaign Management

API

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Cisco Unified Intelligence Center

• Unified Intelligence Center

(Standard version) is

co-resident with Unified CCX

• Included at no cost

• User management is

integrated with CCX

• Live Data and Historical

Reports

• Customized views,

thresholds on reporting data

• Create graphical views to

existing reports (charts,

gauges)

• Schedule reports to

distribute via PDF, Excel or

embedded in email

• Permalinks enable one-click

access to reporting data

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Cisco Unified Contact Center Express

A Proven Solution

More than 13,000 customer

deployments

Easier to buy and deploy

Increased value proposition

• Sold by more than 1600

Cisco

®

_{Advanced Unified}

Communications Specialized

Partners

• High-quality, easy to deploy,

scalable to 400 agents

• Offers low cost Enhanced and

Premium license bundles

• Bundles with Business Edition

6000 and 7000

• Offers flexibility via REST

API’s and partner gadgets

• Workforce optimization at an

affordable price point

• Integrated IVR, outbound,

email, web chat

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Innovation in Customer Collaboration

MediaSense

Recording as a Platform

Finesse

®

Customizable Agent Cockpit

CUIC

Web 2.0 Reporting

SocialMiner

®

Social Media Customer Care

Twitter

Facebook

RSS

Custom feeds

(46)

• Providing choice in virtualized server models and hardware

configuration

• vMotion is supported when UCCX VMs are installed on shared storage

(SAN)

• vMotion is not supported for real-time load-balancing of UCCX VMs

• Hypervisor ESXi 5.0, 5.1, and 5.5 are supported

• Boot from SAN is supported

• Three OVA profiles are available for easy deployment

3

rd

_-party

Spec-Based

UCS

Virtualization Support

(47)

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

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Workforce Management 10.5

Workforce Management

• Multi-Channel Forecasting

• Agent Schedules on Mobile

• Copy/Paste Support for Forecast Edit

& Distribution

• Abandoned Calls Metric in Agent

Schedules

• User Interface Refresh

49 New

in

10.5!

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Quality Management 10.5

Quality Management

• Finesse Gadgets for recording controls

• Live Screen and voice monitoring

• Eliminate Java Dependency

• Whisper/Barge-In Feature

• Points based Evaluations

• Hyperlink access to recordings

• Voice Analytics

50 New

in

10.5!

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Let Cisco Customer Collaboration Help You

www.cisco.com/go/cc

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