Next Generation Contact Center Mario Gianni Technical Consultant EMEA Customer Collaboration Team December 6 th, 2011 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 1
Cisco Customer Collaboration Contact Center Enterprise Playbook Precision Routing CUIC Contact Center Enterprise Components Finesse SocialMiner MediaSense VXI 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 2
2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 3
Virtual Contact Center Routing & Reporting SocialMiner Social Media Customer Care Speech Self-Service MediaSense Multi-Media Capture & Storage Finesse Agent Desktop Customer Collaboration Enterprise Experts Multichannel / CRM Video-Enabled Customer Care 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 4
Cisco Unified Communication Manager Queuing Basic solution with Hunt Groups and Queue functionality for small workgroups and basic helpdesks Cisco Unified Contact Center Express All-in-one multi-channel solution for small and medium sized helpdesks and contact centers up to 400 agents Packaged Cisco Unified Contact Center Enterprise Pre-packaged All-in-one contact center solution for medium and large sized contact centers up to 1000 agents Cisco Unified Unified Contact Center Enterprise Highly customizable contact center solution for medium and large contact centers up to 12000 agents 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 5
Finesse CTI OS (API) Agent Desktop (CAD) Customer Voice Portal Outbound E-Mail Interaction Manager Web Interaction Manager SocialMiner Video Contact Center Enterprise Applications Platform Intelligence Center MediaSense Unified Communications Manager Unified Computing System 360 view of your customer 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 6
#2 ACD Share #1 in IVR Source: Gartner Awards 25% 2010 Closed Gap with Avaya 9.9% in North America Execution of #1 Plan Source: Tern Systems Quality 13.3% 2010 Avaya/Nortel 9% drop Genesys 25% reduction 2011 CRM Service Award Winner 2011 Enterprise Connect Best in Show 4.29 FY11 Customer Satisfaction Cisco Confidential 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 7
2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 8
2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 9
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) Fast Track review and approval process. 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 10
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 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 11
Simplify Scripting Solution Install Simplify Ordering Fall 2011 Simplify Packaging End 2011 Simplify Day 2 Provisioning & Operations Mid 2012 Simplify Day 1 Commissioning End 2012 Simplify options Scale up Future 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 12
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 New process and tools for a faster install 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 13
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 enterprise applications 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 14
Playbook Deployment CC PAC M1 (up to 1000 agents) SRND Deployment Single Box Rich Voice ACD Web Configuration Voice ACD (CCE) Reporting (CUIC) Call Control (UCM) Self Service (CVP) Options Available Outbound Multichannel Speech Social Media Recording IP IVR Parent/Child CRM TDM RSM Etc. 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 15
SRND Ordering for 1000 agents 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 Playbook Ordering for 1000 agents 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 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 16
SKU Options Top Level SKU CC-PAC-M1 Description Contact Center Enterprise CCE-PB-SVR CCE-PB-AGENTS CC-WIN2K3-STD-1COA (Optional) Server license and Media Kit for CCE, CVP, and CUIC CCE Premium CTI Agent + CVP Queue Ports + CVP Redundant Ports Windows Server 2003 Standard with option for SQL Server 2005 Standard Communications Manager LIC-CUCM-USR-A (Optional) CUCM-UCS-1000-86 (Optional) Unified Communications Manager Enhanced Single User-Under 1K Unified Communications Manager 8.6 Server Software Server UCS-C server UCS-C server pre-sized for 1000 agent playbook model UCSS CCE and UCM UCSS SKUs 1,2,3, and 5 year UCSS options for Enterprise and Communication Manager SKUs 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 17
Predefined, static skill groups to catch macro skills. Infinite combinations of skill groups need to be managed Sales Wealth Sales Insurance Support Auto Support Mortgage Agent profiles are locked into the combination of core attributes Reporting is locked and non-reactive Unique Resource attributes are lost during skill mapping Skill Wealth Sales Skill Insurance Sales Skill Auto Support Skill Mortgage Support 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 18
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 Not Certified Boat Spanish Certified Boat English Certified Boat Spanish Certified Any Boat English Certified Any Boat English Up Sell Cross Sell Boat Spanish Up Sell Cross Sell Auto Spanish Certified Auto English Certified Home Spanish Certified Any Home English Certified Any Home Spanish Up Sell Cross Sell Home English Up Sell Cross Sell Auto Spanish Certified Any Auto English Certified Any Home Spanish Certified Home English Certified Auto Spanish Up Sell Cross Sell Auto English Up Sell Cross Sell 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 19
Customer Attributes Customer Insight (CTI, Portals, Social Media) Product Language Intent Relationship Entitlement Emotion Special Care Risk Experience Core Attributes Extended Attributes Precision Routing Multiple Attributes Match Find Most Proficient Agent Resource Attributes Knowledge / Shared Content Enterprise Communication Profile Public / Private Social Identity Enterprise Directories and Application Profiles 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 20
Four Branches Boston, Dallas, Chicago and Seattle Two Languages English and Spanish Two Products Auto Insurance and Life Insurance 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 21
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 English Auto Insurance Department ID Boston Type Proficiency (or Boolean) Proficiency (or Boolean) Boolean Boolean 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 22
Sam English = 80 Auto Ins = 55 John English = 50 Spanish = 90 Life Ins = 90 Boston = True Auto Ins = 80 Dallas = True 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 23
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 reporting 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 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 24
Start Call remains queued at the PQ step as it leaves the PQ node for any additional VRU treatment VRU treatment Decision logic Call can be queued to multiple Precision Queues as well as Skill Groups Precision Queue Auto English Boston Precision Queue Auto Spanish Boston Precision Queue Auto English Chicago Precision Queue Auto <language> <location> 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 25
Precision Queues analogous to Skill Groups, provide same metrics More granular data with minimal learning curve 4 new and 4 modified CUIC templates: Real Time 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) Historical 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) Membership Agent Precision Queue Member* (list of all PQs for each agent) Precision Queue Member* (list of all agents in each PQ) * New CUIC Template 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 26
2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 27
API Mary s Attributes Fluent in English Fluent in English Cert. to sell Home Ins. Cert. to sell Home Ins. Cert. to sell Auto Ins. English Auto Insurance Sales HR Database Precision Routing Fluent in English Cert. to sell Auto Ins. 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 28
Features 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 Benefits 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 preconfigured drill-down information 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 29
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 Discussions Report Migration (Limit change) Partner-led training and discovery Customization Transformation 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 30
Reports that are recognizable to CMS users Identify Field Differences VDN vs Peripheral Demonstrate Key Advantages Switch to alternate views Voice, chat and email agents 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 31
2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 32
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 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 33
CTI-OS Advantages Fully Customizable Extensive Developer Ecosystem Scale to 2000 concurrent agents Cisco Finesse Drawbacks Thick Client Minimal Out-of-Box Functionality Look and Feel Legacy Integration Methods Lack of configuration granularity CAD Advantages Powerful Workflow Engine Granular, Group-based Configuration Fully featured Application Common to CCE and CCX Drawbacks Not a toolkit Look and Feel Thick Client Scale 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 34
Zero-Footprint on client Mandatory Administration Workstation (AW) Cisco Finesse Client Cisco Finesse Server VOS Virtual Machine Web Services Gadget Container Authentication via AW Cisco Unified Contact Center Enterprise PG CTI (2 All Events Clients) Custom Applications 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 35
2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 36
2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 37
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 in Cisco Finesse 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 38
2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 39
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 Social media customer care metrics Rich set of Platform API s for customization 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 40
SocialMiner Gadgets OpenSocial Gadgets Cisco Application Interfaces Web Services Virtualization Gadget Container Cisco SocialMiner Services Runtime Datastore Reporting Database Indexer Eventing Standard Server Hardware External Services SMTP Mail Service Interface XMPP Interface Active Directory Gadget Container REST APIs All-in-one Software Appliance Linux Operation System Apache Tomcat Web Server Cassandra Datastore Informix Reporting Database Cisco Provided OVF Template Any Server Platform 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 41
SocialMiner Capture Twitter Facebook RSS REST API for Custom Feeds Reporting Services Cisco Unified Intelligence Center Notification services XMPP/Jabber SMTP Email and SMS HTTP Cisco SocialMiner Publication Services RSS Authentication Services Active Directory 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 42
SocialMiner Capture Cisco SocialMiner Script Filter Influence Bookmarklet Bookmarklet 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 43
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 endusers. Open end-user/developer APIs allows developers to write their own applications using MediaSense APIs and produce their own UIs. 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 44
Session Management Cisco Partner Applications Compliance Quality Monitoring Workforce Management Speech/ Behavioral Analytics Open Web 2.0 APIs Cisco Infrastructure MediaSense Services SAN Capture Storage Streaming Metadata DB Export / Transcode Tagging Network Elements CUBE 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 45
Application Layer Services Layer Media capture & storage MediaSense Web services APIs Network Layer Phones Gateways Call Control 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 46
Network Services Applications Replay & Monitoring Apps Apps Cisco & 3 rd Party Apps Web 2.0 APIs Web 2.0 APIs SIP Call Control Media Capture & Streaming Application, User, & Configuration Management Redundant Metadata database Media Management SIP Call Control Media Capture & Streaming Application, User, & Configuration Management Redundant Metadata database Media Management SIP Call Control Media Capture & Streaming Add media servers for scalability and high-availability SIP Call Control Media Capture & Streaming Fibre Channel SAN storage SAN Call Control Gateway, SBC, or Phone 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 47 CUBE
Custom and 3 rd party Applications 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 Cisco IP Phones with BiB MediaSense Unified CM 8.5 Cisco IP Phones 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 48
Callers Agents (anywhere) CUBE Network Media Forking CUBE Enterprise Edition MediaSense SAN storage Agents (anywhere) 3 rd party Speech Analytics Site One Site Two Continuously record a call regardless of destination or transfers Improves TCO and ROI through server, trunking, port consolidation Centralized management and deployment eliminates redundancy 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 49
Local Callers MediaSense Cluster on UCS Site 1 Local Callers MediaSense On UCS Express Blade in Router Data Center Partner Application SAN storage Centralized UCM Cluster Quality Monitoring, Data Storage & Management Site 2 Capture calls in the branch Management, control, and data storage are centralized / simplified 3 rd party Quality Management and Media Management applications in datacenter 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 50
Straightforward Use Case No Offline Access Homogenous Application Usage Deployment Flexibility Work-At-Home Agents Seasonal Workers Outsourcers Cost Savings Clear ROI CC focus on cost Contact Center leading VDI adoption 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 51
Zero Clients Zero Clients Software Appliance Thin Client Enterprise Tablet VXC 2100 Series VXC 2200 Series VXC4000 VXC6215 Cisco Cius Shipping Shipping Available Q4CY11 Available Q1CY12 Shipping Recent additions to the Virtualization Experience Clients (VXC) portfolio 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 52
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 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 53
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