Cisco Customer Intelligence and Contact Center Solutions Overview

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1 Cisco Customer Intelligence and Contact Center Solutions Overview How to Better Manage Your Customer Service and Communications with Cisco Watch the WebEx recording of this session by clicking this link

2 Welcome and Agenda Brian J Avery Territory Business Manager Cisco Systems, Inc. Cisco Confidential 2

3 Welcome and Agenda 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 Cisco Confidential 3

4 What Is the Cisco Customer Education Series? 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. Cisco Confidential 4

5 Cisco Collaboration Redefining the Collaboration Experience Cisco Confidential 5

6 20 Years Ago: Cubicles Office Space with different Networks Wired Ethernet and Dedicated Phone Lines Cisco Confidential 6

7 Today: Workspace Transformation, Ent IoT & more Next Generation Workspace and New Services enabled by the Network Cisco Confidential 7

8 Home Work 67% of employees report an increase in work requiring active collaboration 40% of the workforce will be mobile by % of business productivity is tied to effective collaboration Cisco Confidential 8

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 Disjointed tools, inconsistent experiences Cisco Confidential 9

10 # 1 # 2 Technology Technology- Centric Approach to Collaboration Experience C Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10 Cisco Confidential 10

11 # 1 # 2 Experience User Centric Approach to Collaboration Technology C Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11 Cisco Confidential 11

12 Enabled by a Comprehensive Architecture Consistent Experience Collaboration Services Voice and Video IM and Presence Content Sharing Conferencing Scheduling and Calendaring Messaging and Recording Edge Workflow Network- Based Platform Security Data Center Network Medianet Management Deployment Models On Premises + Cloud Cisco Confidential 12

13 An Easy and Simple Experience from Any Device Every Room Every Desk Every Pocket

14 Cisco Unified Communications Manager The Heart of Cisco Collaboration Cisco Unified Communications Manager On Premises Hybrid Cloud Cisco Confidential 14

15 Open and Interoperable Lead and set industry standards Develop native, standardsbased products Support third-party endpoints Cisco Confidential 15

16 Holistic Collaboration Experiences, Investment Protection Standards-Based Interoperability Voice/Video Signaling Video Codecs Desktop Sharing Instant Messaging, Presence Web-Based Collaboration 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 Cisco Confidential 16

17 The Results

18 85,000,000 Cisco IP Phones Sold To Date

19 22,000,000 Cisco Jabber Mobility, Presence and IM Clients To Date

20 95% Of the Fortune 500 Have Cisco Collaboration Deployed

21 1,000,000,000 Cisco WebEx Minutes Used per Month

22 #1 Market Share 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% Avaya Mitel Unify Alcatel-Lucent NEC Polycom ShoreTel Microsoft Enterprise Voice Revenue Worldwide and US

23 3,300,000 Cisco Contact Center Agents #2 Market Share and Growing

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 Facebook Twitter RSS Cisco Confidential 25

26 Analyst and Market Share Validation Cisco Contact Center grew 27% FY 2014 Worldwide Revenue Market Share Source: Gartner 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. Cisco Confidential 26

27 Unified Contact Center Express Release Express Frank Gagliardi Customer Experience / Contact Center Solution Specialist Cisco Systems, Inc June 2015

28 Unified Contact Center Express Overview 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 contacts v Outbound Preview v Video Agents! Advanced Reporting: Historical Data Live Data Custom Dashboards Automated Delivery Schedules Additional Capabilities: High Availability Proactive Social Media (SocialMiner) Workforce Management Quality Management Predictive Outbound CRM Connectors 29 Cisco Confidential 29

29 Cisco Customer Collaboration Platforms Flexible Scalable Cisco Unified Contact Center Enterprise Full-Featured Packaged All-in-One Packaged Contact Center Enterprise Cisco Unified Contact Center Express Hosted Collaboration Solution for Contact Center (HCS-CC) - 20 to 12K seats - Cisco Confidential 30

30 Finesse Agent Desktop Multiple Columns of Gadgets, Maximize/Restore Each tab can have a different number of columns New in 10.5! Individual Gadgets can be maximized and then restored Cisco Confidential 31

31 Live Data Report Gadgets inside Finesse Gadgets are added to the default gadget layout, no manual configuration 32 Cisco Confidential 32

32 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 Agent Team Summary - What are the others in my team doing? Cisco Confidential 33

33 Finesse Agent Experience Finesse Cockpit View Inbound Voice Outbound Voice Customizable per team Gadget layout Phonebook Wrap-up Live Data Reports Integrated Gadgets Automatic Redirection Upon Failover Cisco Confidential 34

34 Inbound Agents Browser-based Finesse agent desktop for easy management & upgrades Designed to empower agents via usercentered 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

35 Finesse Supervisor Experience Team Management Agent State Silent Monitoring Barge and Intercept Playback recordings Live Data reporting 3 Cisco Confidential 36

36 Web Chat Overview Functionality 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 Simple to Deploy Built-in tool to create sample code for customer website form Complete configuration in 5 simple steps Packaging Integrated multisession Web Chat functionality included with the premium seat license Web Chat will require separate server to host SocialMiner Browser based agent and supervisor interface Cisco Confidential 37

37 Web Chat Multi-Session Chat New in 10.5! 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 Contact Details from the chat form are displayed to the Agent Cisco Confidential 38

38 Web Chat Chat State and Pre-Defined Responses New in 10.5! Administrators create, modify or delete predefined responses Configure up to a maximum of 10 predefined responses State change Ready for Chat Not Ready for Chat Busy after maximum number of simultaneous chats Cisco Confidential 39

39 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 Cisco Confidential 40 40

40 Outbound Agent Cisco Finesse Preview Outbound Direct Preview, Progressive, & Predictive 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 New in 10.5! Direct Preview Mode- When the agent accepts the contact, the outbound call is made Cisco Confidential 41

41 Outbound Agent Callbacks and Call Reclassification Agent who receives a direct preview outbound call will see the Reclassify button New in 10.5! 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 Cisco Confidential 42 42

42 Campaign Management Ability to Start and Stop campaigns Import Contacts Retry Options Dialing Properties Duplicate Contact Removal Campaign Management API Cisco Confidential 43

43 Cisco Unified Intelligence Center Live Data and Historical Reports Customized views, thresholds on reporting data Create graphical views to existing reports (charts, gauges) Unified Intelligence Center (Standard version) is coresident with Unified CCX Included at no cost User management is integrated with CCX Schedule reports to distribute via PDF, Excel or embedded in Permalinks enable one-click access to reporting data Cisco Confidential 44

44 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, , web chat Cisco Confidential 45

45 Innovation in Customer Collaboration Finesse Customizable Agent Cockpit CUIC Web 2.0 Reporting SocialMiner Social Media Customer Care MediaSense Recording as a Platform Twitter RSS Facebook Custom feeds Cisco Confidential 46

46 Virtualization Support UCS 3 rd -party Spec- Based 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 Starting release 10.0, deployment is VM only Cisco Confidential 47

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 4 Cisco Confidential 48

48 Workforce Management 10.5 New in 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 Cisco Confidential 49

49 Quality Management 10.5 New in 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 Cisco Confidential 50

50 Let Cisco Customer Collaboration Help You Navigate market transitions like mobility, proactive care, social media, and analytics Align to customer care business strategies such as cost management, customer relationships, complete care experience Complement investments in the Cisco Collaboration portfolio for enhanced experiences and accelerated ROI Cisco Confidential 51

51 Cisco Confidential 52

52 Thank You and Next Steps www. Contact Your Cisco Partner https://tools.cisco.com/wwchannels/l OCATR/performBasicSearch.do Frank Gagliardi Brian Avery Learn more about Cisco Collaboration: Cisco Confidential 53

53 Join us again for a future Cisco Customer Education Event CCE sessions are held weekly on a variety of topics CCE sessions can help you understand the capabilities and business benefits of Cisco technologies Watch replays of past events and register for upcoming events! Visit for details Cisco Confidential 54

54 Thank you.

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