1 Cisco IP Interactive oice Response (IR) Solutions for Service Providers Session 2 Copyright Printed in USA.
The Next Chapter in Customer Service 3 Customer Interaction Network Distributed IP-based control Agent location independence Contact treatment either at the edge or the center of the network Multi-channel services CRM integration (Siebel, PeopleSoft, SAP, Oracle, others) Open integration with traditional applications 4 Copyright Printed in USA.
Service Provider Market Potential Opportunity and Product Impact Hosted IR services is very promising from a revenue perspective, offering Reduces enterprise staff/knowledge requirements Offers skilled team to assist in deployment of services Reduces initial customer investment Offers more efficient use of resources However, Service Providers present additional demands on IR systems, including: Support of large number of ports for customer Enablement of providing usage-based charges for services Requirement to partition services for customers Ability to service/support customers Interface with (existing) intelligent network Support of ISUP termination 5 Service Provider IR Solutions Implementation Options Depending upon environment, customers can use Cisco as a simple switching device, or either Cisco IP IR or IN as a hosted product Either IR can be implemented as a network IR in an INAP/CRSP environment (remember, IP IR will also require Cisco CallManager) Cisco IP IR or Cisco can be deployed as a customer IR Cisco IP IR adds the added value of allowing customers to implement step editor Cisco in an IN environment does not require Cisco voice browser If integration with existing network is not required/desired, Cisco can act as the switch Supports all Intelligent network features for services required by Cisco ICM (service provider and enterprise) Most features are offered as part of Cisco IPCC Hosted Edition 6 Copyright Printed in USA.
Cisco IP Contact Center Hosted Edition Solution Components SP OSS Tools tools maintain Maintain the Entire entire system System IP Prompting and Queuing Platform Web-Based Reporting, Scripting Branch Office Agents Anywhere ICM Hosted Customer ACD Applications Hosted in the Network Cisco CallManager Connects ACD Agents Phones and IP Infrastructure Customer 1 Home Office Branch Office Customer 2 Web Server Provides Customer Control and Reporting 7 Network IR with Service Provider Cisco ICM Integration with Premises TDM ACDs Branch Office Agents Anywhere ICM Hosted Cisco Home Office Customer 1 TDM Office Customer 2 8 Copyright Printed in USA.
Use of Cisco for Simple Switch Services Can offer Cisco ICM Advanced Services features Cisco tracks call state (answer, disconnect, noanswer, busyroute select failure), thus allowing Cisco ICM to send calls to destination only when active calls are below a threshold Support of queued calls Blind transfer support 9 Use of IRs in an INAP Environment Cisco in an INAP environment does not require the Cisco voice browser Solution consists of Cisco IOS voice browsers and Cisco Application Server Cisco IP IR can be used in an INAP environment Can use as a network IR or as a customer IR As a customer IR, INAP implementation must support type 8 IRs Added value of the step editor 10 Copyright Printed in USA.
Advanced Services Solution Use of Cisco as the Switch SP OSS Tools Maintain the Entire System IP Prompting and Queuing Platform Web-Based Reporting, Scripting Cisco Branch Office Agents Anywhere ICM Hosted Customer ACD Applications Hosted in the Network Any Existing TDM or IP Infrastructure Web Server Provides Customer Control and Reporting Home Office Customer 1 Branch Office Customer 2 11 Cisco IPCC Hosted Architecture: With Dedicated IRs (Cisco IP IR or Cisco ) Shared Webiew/ISE Servers Multiple CICM instances on shared hardware CallManager/ IR PG and CTI CallManager/ IR PG and CTI or IP-IR or IP-IR Single-tenant Cisco CallManager Dedicated IR Single-tenant Cisco CallManager Dedicated IR NAM/CICM Admin Workstation Cisco NAM IR PG Shared IR for Advanced Services GKTMP NIC 12 Copyright Printed in USA.
Cisco IPCC Hosted Architecture: With Network IR Shared Webiew/ISE Servers Multiple CICM instances on shared hardware A CallManager PG and CTI* Shared or Individual Cisco CallManagers NAM/CICM Admin Workstation NAM IR PG Cisco Shared IR for IPCC and Advanced Services GKTMP NIC * Hardware sharing TBD 13 Use of Cisco as IR (1) Cisco 2.0 supports three different deployment models Dependent upon on requirements for ASR/TTS, queuing, and agent-initiated transfers using Cisco ICM The deployment models are: Queue and Transfer: For customers who want to perform prompt/collect without using ASR/TTS; this model is similar to Cisco 1.0 Advanced Speech: For customers who want to perform prompt/collect using ASR and/or TTS, but who do not need to queue calls, perform agent-initiated transfers under Cisco ICM control Comprehensive: For customers who want to perform prompt/collect using ASR and/or TTS, and who also need to queue calls, perform agent-initiated transfers under Cisco control 14 Copyright Printed in USA.
Use of Cisco as IR (2) All IR features must be from Cisco ICM script editor using the Run node One point of configuration Can be more limiting than the Step Editor Don t forget to add CSS device 15 Use of Cisco IP IR as a Network IR Cisco IP IR can be used to provide additional functionality above Cisco ICM Step editor allows for additional steps to be added as an added value by service provide Easy to build custom applications for customers Deployment guidelines Cisco IP IR does not support multi-tenancy; therefore, Cisco IP IR must either be deployed as: All workflows maintained by service providers or Type 8 behind Cisco or with IN NIC. Remember, Cisco CallManager is required with Cisco IP IR If XML is required, ASR must be purchased 16 Copyright Printed in USA.
Real World Deployment and Lessons Learned Cisco is deployed at several carriers Two deployments as a network IR in an intelligent network environment Other deployments are with hosted IPCC solutions Lessons learned When deployed as network IR, carrier needed additional IN billing information added to NIC For ISUP terminations, need PGW2200; the PGW 2200 supports two different configurations, of which on signaling mode is supported today Cisco ICM scripting is good for basic IR capabilities, but for sophisticated IR features (e.g. natural language), an external XML application may be a better fit 17 IR Planning IRs will be from one code base, as one product Will still be marketed with unique functions Cisco IP IR XML 2.0 support MRCP support H.323 endpoint support (but no empty capability set support) Cisco oice Browser Call Control will be from Cisco IOS Gateway Will support SIP in addition to MGCP Cisco IP IR oice browser may become an option in addition to Cisco IOS oice browser 18 Copyright Printed in USA.
Customer Interaction Network IR Selection Rules Use Cisco IP IR: When customer IR features required for specific customers Use Cisco : For IP Switching integrated without IN network For XML 2.0 and MRCP capabilities 19 Customer Interaction Network Cisco : oice Call Flow Routing Routing Script: Script: SCRIPT:INTRO SCRIPT:INTRO SCRIPT:GET# SCRIPT:GET# LAA: LAA: QUEUE: QUEUE: SCRIPT:PLSHLD SCRIPT:PLSHLD ICM Database Server ICM Call Router PRE-CALL:ACCTNO Gateway Cisco App Server oice Browser ASR/TTS MRCP DTMF:*81231231233333 Cisco Call Switching Cisco can also use DTMF signaling with Carrier-Based Transfer-Connect or Take- Back-and-Transfer service to re-route the call in the network to the remote site Gateway ACD Chicago, IL Aspect Call Center Atlanta Cisco CallManager Cluster Gateway Cisco CallManager CTI Server/CTI OS 1210 AAIL 1411 TALKING 20 Copyright Printed in USA.
Customer Interaction Network Cisco : oice Call Flow Routing Routing Script: Script: SCRIPT:INTRO SCRIPT:INTRO SCRIPT:GET# SCRIPT:GET# LAA: LAA: QUEUE: QUEUE: SCRIPT:PLSHLD SCRIPT:PLSHLD ICM Database Server ICM Call Router Gateway App Server oice Browser welcome.. Enter or say your account number ASR/TTS MRCP ASR:ACCTNO Cisco Treatment Call Arrives at oice Gateway and is sent to Cisco for call treatment Cisco (via PG) processes call using Cisco ICM Routing Script to play menus, collect data, and queue calls at Cisco IS Gateway ACD Chicago, IL Aspect Call Center 1210 WRAP-UP Atlanta Cisco CallManager Cluster 1411 TALKING Gateway Cisco CallManager CTI Server/CTI OS 21 Customer Interaction Network Cisco : oice Call Flow Routing Routing Script: Script: SCRIPT:INTRO SCRIPT:INTRO SCRIPT:GET# SCRIPT:GET# LAA: LAA: QUEUE: QUEUE: SCRIPT:PLSHLD SCRIPT:PLSHLD ICM Database Server ICM Call Router Gateway Cisco PRE-CALL:ACCTNO App Server oice Browser ASR/TTS MRCP Cisco Call Switching When an Agent is available, Cisco can switch a call to that site over the IP WAN to a remote Gateway for a TDM site or directly to a Cisco IPCC Agent Gateway ACD Chicago, IL Aspect Call Center RESERE:1411 Atlanta Cisco CallManager Cluster Gateway Cisco CallManager CTI Server/CTI OS 1210 WRAP-UP 1411 AAIL 22 Copyright Printed in USA.
Customer Interaction Network Cisco : oice Call Flow ASR/TTS MRCP App Server oice Browser ICM Database ICM Call Router Server Cisco Call Switching An Agent can transfer a call to another destination using the ingress Gateway as switching point Gateway Cisco Gateway ACD Chicago, IL Aspect Call Center Atlanta Cisco CallManager Cluster Gateway Cisco CallManager CTI Server/CTI OS 23 Please Complete Your Evaluation Form Session Copyright Printed in USA. 24
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