Cisco IT Executive Presentation Unified Contact Center

Transcription

1 Cisco IT Executive Presentation Unified Contact Center Version 13, Q3, FY09 Produced by the Cisco on Cisco team within Cisco IT Presentation_ID 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 1

2 Cisco Challenges Prior to UCC Business Challenge Costly, inefficient call handling Inconsistent service to callers Inconsistent reporting Limited operational flexibility Limited knowledge sharing Technical Challenge Lack of standards Enterprise-wide call routing 2

3 Unified Contact Center Components Telephone system is Cisco Unified Communications Manager Automatic Call Distribution (ACD) is software in Cisco Unified Communications Manager Cluster Call queuing is in Cisco IP Integrated Voice Response (IVR) Call routing rules are in ICM Reporting is via Cisco Webview Reporting Package Call control is handled by Cisco Agent Desktop, not the phone 3

4 Contact Center Applications and Technology Managing by the Numbers 30 vendor companies Over 25 local languages Agent count (as of FY09 Q3): 4, million+ calls routed by the ICM per year (internal + carrier) 63 global contact center clients 445 ICM scripts 239 IVR scripts 4

5 Executive Summary TAC customers can obtain support via phone or web, globally, 24/7 Enhancing support through customized interactions Cisco web collaboration option Location Independence Maintain one network Flexible administration Centralized or distributed treatment and queuing Reduced routing costs IP standards interoperability voice, , web, fax, video, XML browsers Rapid deployment of new applications Contact Center Productivity Tools Call Recording and Silent Monitoring - Witness Call Recording -CTI OS Supervisor and Agent Desktop Reporting tools - WebView - Iceberg real-time reporting Other tools - Application gateways - existing case look-up - MIND CTI - Empirix 5

6 Contact Center Applications and Technology Cisco s Contact Center Evolution - Timeline Add Additional Functionality: Collaboration Cisco Live! Limited Release of Manager ICM Deployment In-house Business Routing Rules, Less Carrier Dependencies Client and IT Survey UCC Data Collection Hardware and Software Requirements ICM v5 Converged Contact - Voice, Collaboration and Aug Mar 2002 February 2007 October 1999 March 2001 Jan 2001 July 2001 April 2003 v7 ICM/UCC Deployed TDM Environment - Follow the Sun Routing Carrier Dependency Launch UCC Deployment Executive Sponsorship 6-Month Initiative 6

7 Unified Contact Centers Past, Present and Future Past Present Future : Replaced TDM ACDs with ICMs 2002: Added UCC 2003: Upgraded to UCC 5.0 True load sharing across the enterprise Both pre and post routing of calls within enterprise Mixed ACD environment Enterprise-wide real-time and historical reporting Contingency and default routing Home site and in-theater preference for call routing Ability to remove time of day, % allocation, look ahead ICM Service Release 7 IP IVR Version 3.1 Centralized call processing makes global upgrades easier Cisco Unified Communications Manager version 4.2 Customer Interaction Network in production $30K per month savings on tie lines $19K per month savings on carrier routing redirect request changes Reduced IT and client administrative support Reduced phone transport expense $$$ Customers being handled consistently Web usage & knowledge capture at the call center Implement central point to drive: Infrastructure standards Selection of site license(s) & negotiations Partner with vendors to promote, showcase & create innovative interaction with customers through IP 7

8 Contact Center Applications and Technology Cisco s Worldwide Contact Center Environment Amsterdam Munich Brussels Salt Lake City Boulder Belfast Paris New Delhi Lowell London Greenock Beijing Dalian Herndon San Jose RTP Tokyo Dallas Pune Bangalore Manila Davao Sydney Sao Paulo Buenos Aires Internal Cisco UCC Outsource Locations Singapore Remote Agents in a Cisco office Stand Alone Cisco Locations 8

9 Contact Center Applications and Technology UCCE Centers -Client, Location & Agent count [Spring 07] San Jose: 259 Agents AMEX HR Connections FRC GCC Global Sales Tools Spt. GPS Asset Recovery GPS LMO, On Site Svs GSTS Security Ops Security Ops-Client Svs Package Services PRH Escalation Cisco Training & Certifications Netsolve RMA Reductions Service Contract Sales Corp Operators RTP: 268 Agents AMEX Travel GCC Global Sales Tools Spt. GPS LMO GPS On Site Svc GPS TIS/PDS GSTS GSTS PRT GTRC Inside Sales-Dev.Grp PRH Escalation Security Operations Corporate Operators Lowell, MA: 27 Agents TAC Austin, TX: 165 Agents CiscoROS Irvine, CA: 70 Agents Linksys Salt Lake City,UT: 70 Agents Service Relations, PRH Belfast: 45 Agents Customer Interaction Network (CIN) Greenock: 55 Agents Customer Service Bangalore: 45 Agents GTRC PDI Helpdesk HR Connection Davao: under deployment Linksys Dalian: under deployment Customer Service 30 agents * Includes Amsterdam, Brussels, London, Munich, Paris Europe and Emerging Markets*: 140 Agents AMEX Travel/CTN Corp Operators (9 countries) Customer Service CIN GCC GPS LMO GPS On Site Services GSTS PRT HR Connection Information Technology Inside Sales KiSS Technologies (Linksys) SE Helpdesk Security Operations WPR Help Desk Sydney: 89 Agents Amex Travel Corporate Operators Customer Service GSTS GSTS PRT GTRC GCC HR Connection Inside Sales Partner PreSales SSCD On Site Svc SSCD LMO SSCD Asset Recovery 9

10 Landscape of Cisco Contact Centers - 63 Global Contact Center Clients 10

11 CCUF CCUF CCUF Services Offering 11

12 Contact Center Unification Framework (CCUF) Today: Many disconnected contact centers Tomorrow: Contact centers connected by a common framework of guidelines, vendors, technology, best practices & governance e CIN Contact Center Unification Framework Field Global Sales Tools Support Investor Relations GTRC /HRC SSCD Service Relations Partner Reseller Help PDI Helpdesk TAC CDO End User Presales Service Contracts Training & Certs Customer Service Other Contact Centers What This Means: Customers get a consistent, seamless experience, regardless of how they access Cisco. Cisco benefits from operational efficiencies and cost savings from standardization and governance. 12

13 CCUF Services Offering Design & Consulting Vendor Strategy & Alignment Operate & Optimize 13

14 Contact Center Unification Framework Deliverables What is the desired User Interaction Experience? How do we make the interaction optimal? How do we optimize vendors and locations? What business & IT architecture is needed to enable the experience? Interaction attribute standards Use cases and business requirements documents Brand awareness training Engagement model Contact to Closure flows Workflow templates Training & knowledge sharing Metrics portfolio Customer data Vendor best practices Vendor attribute standards Pre-approved list of vendors Vendor governance & contract support As-is processes & tools documentation Single voice of the business to IT Governance model Business & IT architecture roadmap 14

15 Unified Contact Center Snapshot Productivity Collaboration features can share more information than a voice call only CCUF Quality/End User Experience Decreased repeat call volume Reduced talk time (from 3 to 2 minutes) with higher customer satisfaction ratings CCUF Cost Savings Reduced costs by $30K/month on tie lines Eliminated $19K month on carrier routing Reduced IT and Client Administrative Support w/alternate Route Change Requests; Efficiency Gains w/routing Improvements Reduced Phone Transport Expense $$$ CCUF Presentation_ID 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 15

16 To learn more about Cisco IT real world deployments, visit Cisco on Cisco 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 16

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