cisco customer collaboration · reporting mit intelligence center (cuic) ... cisco contact center...
TRANSCRIPT
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Cisco Customer CollaborationPeter Hubach
Collaboration Sales
Frühjahr 2015
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Cisco Confidential 2© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Überblick Customer Collaboration
Agent Desktop mit Finesse / Supervisor
Reporting mit Intelligence Center (CUIC)
Chat und Email Routing mit Finesse
Neue Wege – Omni Channel Beispiele:
Video im CC mit Remote Expert Basic & Jabber Guest
Integration über Apps und QR Code
Attendent Console im Contact Center
Zusammenfassung
Agenda
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Cisco Confidential 3© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Simplified Collaboration Solutions
CollaborationEndpoints
ConferencingCustomerCollaboration
UnifiedCommunications
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Cisco Confidential 5© 2014 Cisco and/or its affiliates. All rights reserved.
Cisco Unified Customer Collaboration
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6© 2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-563309-00
Optimale Kommu-
nikation und
Bereitstellung
von Wissen
Neue, verbesserte
Services
Verbesserung
Produktivität
und
Effektivität
Kunde
Experten
Mitarbeiter
Voice
Video
Web / Chat
Social Media
Cisco Unified Customer Collaboration
Home Agent
Servicedesk MA
Vertrieb
Mobile Mitarbeiter
CRM / Prozesse
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Cisco Confidential 7© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Cisco Unified Contact Center Express
Contact Center Express
IP-IVR E-Mail Webchat SocialMinerOutbound
Finesse Agent DesktopCisco Agent Desktop (CAD)
Intelligence Center Reporting (CUIC)
360 Degree View of Customer
MediaSense Recording
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Cisco Confidential© 2010 Cisco and/or its affiliates. All rights reserved. 8
Cisco Unified
Communications
Manager (CUCM)
UCC
Cisco Contact CenterCall Flow (Beispiel)
V
IP Network
LAN/WAN
Eingehender Anruf
0180 6 12345
0180 6 12345
Hotline Contact
Center
Run Script
Anrufer-
Informationen
abfragen!
Weiterleitung Anruf
zur IVR
„Bitte geben Sie
Ihre Kunden-
nummer ein …“
Datenbankabfrage!
Kunde: Hr. Mustermann
Verträge: …
Kontakthistorie: …
Kundenkategorie: Premium
Sprache: deutsch
Weiterleitung Gruppe
„Premium“
Agent verfügbar (J/N)?Warteschlange
„Bitte haben Sie
einen Augeblick
Geduld …“
Agent xyz bereit!
Weiterleitung Anruf
zu Agent xyz
Screen-popup
Voice Gateway
Voice Media
Data / Voice SignallingServicedesk Mitarbeiter
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Cisco Confidential 9C97-730912-00 © 2014 Cisco and/or its affiliates. All rights reserved.
WAN
Cisco Gateway Cisco
Gateway
Cisco
Switch
PSTNSwitch
Zentrale
Customer
Das Netzwerk ist die Plattform
UCS C/ B-Serie
Filiale
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Cisco Confidential 10C97-730912-00 © 2014 Cisco and/or its affiliates. All rights reserved.
User ExperienceOmnichannelErweiterungen
All In One - Komplette Lösung mit Unified CCX 10.6
• Blended Outbound
• Multi-session Web Chat
• Agent E-mail mit Finesse
• Video mit Remote Expert
• Einfach und leicht zuintegrieren
• Intelligence Center Reporting mit Historisch & Real Time Reports
• Finesse Agent
• APIs & Standards
• CRM Connectors
• Quality Management
• Workforce Management
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Cisco Confidential 11© 2014 Cisco and/or its affiliates. All rights reserved.
Agent Desktop mit Finesse / Supervisor
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Cisco Confidential 12© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Agenten Login mit Finesse
http://iwe.cisco.com/ws#web/view-post/post/-/posts?postId=351000153
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Cisco Confidential 13© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Agenten Login mit Finesse
http://iwe.cisco.com/ws#web/view-post/post/-/posts?postId=351000153
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Cisco Confidential 15© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Finesse Standard Supervisor Gadget
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Cisco Confidential 16© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Finesse Standard Supervisor Gadget Teamview
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Cisco Confidential 17© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Finesse Standard Anruf Gadget
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Cisco Confidential 19© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Beispiel Jabber und Finesse in einem
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Cisco Confidential 20© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Beispiel Compact Agent im Jabber Client
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Cisco Confidential 22© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Salesforce Integration
Agent Screen
360° customer view
with Cisco CTI Integration
Agent Phone
Agent IP
Softphone
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Cisco Confidential 23© 2014 Cisco and/or its affiliates. All rights reserved.
Reporting mit Intelligence Center (CUIC)
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Cisco Confidential 24© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Contact Center Express Reporting
Echtzeit- und historisches Reporting:
Zugriff auf alle real-time und historischen
Statistiken während des Betriebes
Übersicht-Reports / Call Detail Records
Optionaler Einsatz von 3rd Party
Reporting SW (z.B. Crystal) zur
Erstellung von Custom Reports
Integriertes Reporting im Agenten und
Supervisor Desktop
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Cisco Confidential 25© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Cisco Unified Intelligence Center (CUIC)
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Cisco Confidential 26© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Dashboard
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Cisco Confidential 27© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Cisco Unified Intelligence Center Reporting
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Cisco Confidential 30© 2013-2014 Cisco and/or its affiliates. All rights reserved.
CUIC Reporting Planer
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Cisco Confidential 31© 2014 Cisco and/or its affiliates. All rights reserved.
Neu: Chat und Email im Fimesse Agent Desktop
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Cisco Confidential 33© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Auf der Web Seite neue Services einbauen
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Cisco Confidential 34© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Agent Chat als Gadget im Finesse
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Cisco Confidential 35© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Transscript der Konversation
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Cisco Confidential 36© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Agent E-Mail Routing mit UCCX und Socialminer
FunktionalitätPakete
Einfache Einrichtung
• Blended Voice, Email, Web chat
• Zwei Arten des Routing
• Most skilled agent
• Longest available agent
• Routing zum gleichen Agent der letzten Kontakt hatte
• Text edit Funktionen
• Re-queue zu Queue
• Attachments
• Vorgefertigte Antworten
• MS Exchange 2013, 2010
• Standard - IMAP/SMTP
• Teil des Premium Agenten
• 60/120 Agenten je nach OVA
• Email media handling mit SocialMiner
• Finesse Gadgets
• KompletteKonfiguration in 3 Schritten
SocialMiner
geplant
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Cisco Confidential 37© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Agent Email als Gadget im Finesse
Unified CCX
Cisco SocialMiner
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Cisco Confidential 38© 2014 Cisco and/or its affiliates. All rights reserved.
Video im CC mit Remote Expert Basic & Jabber Guest
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Cisco Confidential 39© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Video Care with RE Mobile Basic
Functionality
Packaging
Simple to Deploy
• Two way video interaction using Jabber Guest
• Video in queue (non-interactive) using hold step and VoH
• Finesse for Agent desktop
• Normal Unified CCX reports for Video calls
• Audio only
• Silent monitoring, Barge-in
• Recording with UCM based recording
• Interaction for initial IVR treatment
• Intercept results in Video if supervisor has video end point
• Collab Edge infrastructure required along with Jabber Guest
• Video on Hold needs MediaSense
• Finesse Only
• 10.5 SU1 and later
• Max 100 agent depending on OVA
• Endpoint support for 89xx, 99xx, DX650, EX series
• Simple to configure web URI for the website or SDK for iOS application
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Cisco Confidential 40© 2013-2014 Cisco and/or its affiliates. All rights reserved.
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Cisco Confidential 41© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Video Call aus Jabber Guest von Extern
https://jabberguest.cisco.com/call/[email protected]
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Cisco Confidential 42© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Video Call am Phone und Finesse Agenten Desktop
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Cisco Confidential 43© 2014 Cisco and/or its affiliates. All rights reserved.
Cisco Connect Case mit QR Code APP
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Cisco Confidential 44C97-730912-00 © 2014 Cisco and/or its affiliates. All rights reserved.
QR Code Scannen und Anruf tätigen
QR Code Scannen Zeigt auf Web Site Anruf mit Zusatzdaten führen
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Cisco Confidential 45C97-730912-00 © 2014 Cisco and/or its affiliates. All rights reserved.
QR Code APP Screen Pop up Beispiel im Finesse
Pop Up mit
- ANI
- Zusatzdaten
- Geodaten
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Cisco Confidential 46© 2014 Cisco and/or its affiliates. All rights reserved.
Attendent Console im Contact Center
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Cisco Confidential 47C97-730912-00 © 2014 Cisco and/or its affiliates. All rights reserved.
Attendent Console im Contact Center
Finesse
Attendant
Console als Gadget- mit Call Control
- Directory Anbindung
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Cisco Confidential 48© 2013-2014 Cisco and/or its affiliates. All rights reserved.
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Cisco Confidential 49© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Cisco Unified Contact Center
Virtuelles Contact Center• Verteilte Warteschleifen
• Verteilte Agenten
• Zentrale Intelligenz
HA Architecture• Redundant (HA)
• Active-Active
• Clustering über WAN
Hochskalierbar• 400 Agenten
• Skill Based Routing
• IVR
Offen & Flexible Plattform• Standardbasierend
• Offene Interfaces
• Developer Network
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Thank you.