1 New Features in Contact Center Express and Enterprise 9.0 Compiled by and Additional notes by Marty Griffin Unified Contact Center Instructor Contact Center Express: 9.0 Updates External Web Chat Web chat is now an additional customer collaboration channel. Agents can now chat with other agents, supervisors, internal subject matter experts and, external customers. There are two choices for routing algorithms: Most skilled agent Most idle agent Additional historical and real time reports Transcript retention and retrieval Ability to allocate/not allocate chat contact while agent is on voice call Configurable agent no answer and chat idle timeout Packaging Features Entry level integrated Web Chat functionality included with Premium seat Web Chat will require separate server to host SocialMiner Browser based agent and supervisor interface accessible in integrated browser of CAD/CSD Cisco Unified Intelligence Center Cisco offers Next Generation Web 2.0 Reporting for CCX 9.0. Reports are based on traditional HR reports and will evolve into custom reports in CCX 9.5. Thin client browser-based solution Cisco Unified Intelligence Center (Standard version) co-resident with Unified CCX for Historical reports Included with Unified CCX Standard, Enhanced, and Premium packages at no cost Option to switch between HRC and CUIC in 9.0 Support all of the existing out-of-the-box HRC reports User management integrated with CCX
2 Cisco Unified Intelligence Center Benefits Customized views, thresholds on reporting data Scheduling enables report and data distribution via Permalinks enable one-click access to reporting data Audit Trail report to track reporting activity by administrator Visual Customization Built-in Create graphical views to existing reports (charts, gauges) Rearrange column fields, rename fields, add headers Provide additional groupings, summarizations and sorting Add thresholds to identify compliance violations Cisco Mobile Supervisor Supervisors can view subset of real-time reports available on a Cisco Supervisor Desktop on an iphone or ipod Touch. Reports include: CSQ Summary Report CSQ Detail Report Agents Team State Report High level information for team CSQs Mobile Supervisor can dynamically respond to changing situations from any location Can change an agent s state Mobile supervisors can stay connected with their team to positively impact the contact center business Set CSQ alert thresholds, based on which icons for the CSQ change Compatible with iphone OS 3.0 or later (Apple iphone and ipod Touch and ipad) Mobile Supervisor is available on the Apple AppStore
3 Mobile Skill Manager Browser based application for mobile devices. This application is supported on: Apple ios 5.x Android 2.2 and above The Mobile Skill Manager allows supervisor to Add a new skill Delete a skill Assign/Modify skill for an agent Modify competency of agent Available within corporate network or over VPN with sufficient bandwidth UCCX 9.0 Version Compatibility Cisco Unified Contact Center Express is compatible with the following product versions: Cisco Unified Communications Manager 9.0(1), 8.5 (1) SUx, 8.6xSUx Cisco Unified Communications Manager Business Edition (1), 8.5 (1) SUx, 8.6xSUx Unified CCE / Unified ICME Version 8.5(1), 9.0(1) CUP 8.5 (4), 8.6 (1), 9.0(1) ISR Gateway (28XX, 29XX, 38XX, 39XX) with IOS version 15.1(3) T and above SocialMiner (9.0) See Unified CCX Compatibility Matrix for complete list: mtx.pdf
4 Cisco SocialMiner Overview Enable proactive customer service by queuing and assigning customer posts to appropriate staff. Complements brand monitoring dashboards Features Cisco SocialMinor introduces the following features: Social media campaign management Conversation history for social media and traditional care channels Social media care metrics Optional Integration with full suite of Cisco Collaboration Tools: Quad, Show and Share, Pulse SocialMiner Architecture All-in-one Software Appliance Linux Operation System Apache Tomcat Web Server Cassandra Datastore Informix Reporting Database Cisco Provided OVA Template (Required) Any server platform Virtualization Interfaces and Services OpenSocial Gadgets Application Interfaces Web Services Gadget Container REST APIs
5 Cisco Packaged Contact Center Enterprise 9.0 Overview Packaged CCE is a pre-packaged all-in-one contact center solution for medium and large sized contact centers up to 1000 agents. It combines automatic call distributor (ACD) functionality with IP telephony in a unified solution, enabling Contact Centers to rapidly deploy either single site or distributed contact center infrastructures. Packaged CCE Features Single Server Rich Voice ACD, two servers required for redundancy, virtualized on UCS C-Series Up to 1000 agents, Outbound 250 agents, Mobile 250 agents Simplified Web based day to day Administration (with APIs) Intelligent Deployment & Capacity Management Precision Routing which provides agent selection based on skills assigned to agents Whisper announcement Agent Greeting Courtesy Callback CVP Reporting Post Call Survey CM-based silent monitoring Inbound and Outbound Contacts Cisco Intelligence Center Reporting 13 months of historical data Database Integration via CVP Back-office phones support Call Control (Communications Manager for Contact Center Only) Self Service CVP Included Agent Desktops Finesse or CTIOS
6 Options Available for Packaged CCE (requires additional servers, charges) Recording Multichannel EIM / WIM (up to 250 agents), web, chat, SocialMiner CRM Integration CTI Integration for 3 rd party Recording, Wallboards, Workforce Management MediaSense External AW/HDS/DDS for extended data retention, 3 rd party integration, or WFM Automatic Speech Recognition and Text-To-Speech (ASR / TTS) CTI OS based Silent Monitoring (required for SPAN-based Silent Monitoring only) Packaged CCE 9.0: Caveats CUIC Templates - same templates as CCE, including CMS templates CRM Strategy - CTI OS APIs or the CTI Server integrates into a CRM. Finesse gadget based integration (investigating supporting CTI based connectors in near future) Outbound Supported in SIP dialer only (early numbers 250 agents, 100 campaigns, subject to change at FCS) Back-office devices on included UCM - max 2000 devices are registered (CUCM) maximum of 1000 are processing calls WFM integration - Need external AW/HDS for data feed CAD, CCMP, ICM-ICM, Parent/Child Offered in UCCE product only. No plans to support on PCCE CUIC Premium - Need to procure CUIC Premium license, apply on CUIC on-box Migration PCCE to UCCE PCCE to Enterprise requires re-install based on sizing guidelines. Migration UCCX to PCCE - No migration program planned from UCCX to Enterprise platform.
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