Cisco Public© 2010 Cisco and/or its affiliates. All rights reserved. 1
Next GenerationContact CenterMario GianniTechnical Consultant – EMEA Customer Collaboration Team
December 6th, 2011
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 2
• Cisco Customer Collaboration
• Contact Center Enterprise
Playbook
Precision Routing
CUIC
• Contact Center Enterprise Components
Finesse
SocialMiner
MediaSense
VXI
Cisco Public© 2010 Cisco and/or its affiliates. All rights reserved. 3
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 4
VirtualContact Center
Routing & Reporting
FinesseAgent Desktop
SocialMinerSocial Media
Customer Care
SpeechSelf-Service
MediaSenseMulti-Media
Capture & Storage
Enterprise Experts
Video-EnabledCustomer Care
Multichannel / CRM
Customer Collaboration
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 5
• Basic solution with Hunt Groups and Queue functionality for small workgroups and basic helpdesks
Cisco Unified Communication Manager Queuing
• All-in-one multi-channel solution for small and medium sized helpdesks and contact centers up to 400 agents
Cisco Unified Contact Center Express
• Pre-packaged All-in-one contact center solution for medium and large sized contact centers up to 1000 agents
Packaged Cisco Unified Contact Center Enterprise
• Highly customizable contact center solution for medium and large contact centers up to 12000 agents
Cisco Unified Unified Contact Center Enterprise
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 6
Contact Center EnterpriseIntelligence Center
MediaSense
Customer
Voice Portal
Interaction Manager
SocialMinerOutbound
Web
Interaction Manager
Video
360°view of your customer
Finesse CTI OS (API) Agent Desktop (CAD)
Applications PlatformUnified Communications Manager
Unified Computing System
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 7
#2 ACD Share
QualityAwards
25%2010
Closed Gap with Avaya
9.9% in North AmericaExecution of #1 Plan
2011 CRM Service Award Winner
Customer
Satisfaction
4.29FY11
2011 Enterprise Connect Best in Show
Cisco Confidential
Source: Gartner
#1 in IVR
Source: Tern Systems
13.3%2010
Avaya/Nortel 9% drop
Genesys 25% reduction
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Cisco Public© 2010 Cisco and/or its affiliates. All rights reserved. 9
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 10
• 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 11
• 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 12
Simplify Ordering
Fall 2011
Simplify Packaging
End 2011
Simplify Day 2 Provisioning &
Operations
Mid 2012
Simplify Day 1 Commissioning
End 2012
Simplify Scripting
Solution Install
Simplify options
Scale up
Future
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 13
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 14
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 15
Web Configuration Outbound
Multichannel
Speech
Voice ACD (CCE)
Reporting (CUIC)
Call Control (UCM)
Self Service (CVP)
Single Box Rich Voice ACDOptions
Available
Social Media
Recording
IP IVR
Parent/Child
CRM
TDM
RSM
Etc.
Playbook Deployment CC PAC M1
(up to 1000 agents)
SRND
Deployment
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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
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
SRND Ordering for 1000 agents Playbook Ordering for 1000 agents
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 17
Top Level SKU ‘CC-PAC-M1’
SKU Options Description
Contact Center Enterprise
CCE-PB-SVR Server license and Media Kit for CCE, CVP, and CUIC
CCE-PB-AGENTS CCE Premium CTI Agent + CVP Queue Ports + CVP Redundant Ports
CC-WIN2K3-STD-1COA (Optional) Windows Server 2003 Standard with option for SQL Server 2005 Standard
Communications Manager
LIC-CUCM-USR-A (Optional) Unified Communications Manager Enhanced Single User-Under 1K
CUCM-UCS-1000-86 (Optional) 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 18
Sales
Wealth
Sales
InsuranceSupport
Auto
Support
Mortgage
Predefined, static
skill groups to catch macro skills. Infinite
combinations of
skill groups need to be managed
Skill
WealthSales
Skill
Insurance Sales
Skill
Auto Support
Skill
Mortgage Support
Unique Resource
attributes are lost during skill
mapping
Agent profiles are
locked into the combination of
core attributes
Reporting is locked and non-reactive
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 19
Boat
English
Certified Any
Boat
English
Up Sell Cross Sell
Boat
Spanish
Up Sell Cross Sell
Boat
Spanish
Certified
Boat
English
Certified
Boat
Spanish
Certified Any
Home
English
Certified Any
Home
Spanish
Up Sell Cross Sell
Home
English
Up Sell Cross Sell
Auto
Spanish
Certified
Auto
English
Certified
Home
Spanish
Certified Any
Home
English
Certified
Auto
Spanish
Up Sell Cross Sell
Auto
English
Up Sell Cross Sell
Auto
Spanish
Certified Any
Auto
English
Certified Any
Home
Spanish
Certified
Jen
English
Auto
HomeBoat
Up Sell Cross SellCertified
Sam
English
Auto
BoatUp Sell Cross Sell
Certified
John
English
Spanish
AutoHome
Up Sell Cross SellNot Certified
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 20
IntentProduct Language
Core Attributes
Entitlement ExperienceRiskSpecial
CareEmotionRelationship
Extended Attributes
Customer Insight
(CTI, Portals, Social Media)
Public / Private
Social Identity
Enterprise
Communication
Profile
Knowledge /
Shared Content
Enterprise
Directories and
Application Profiles
Customer Attributes
Resource Attributes
Precision RoutingMultiple Attributes Match
Find Most Proficient Agent
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 21
Four Branches
Boston, Dallas, Chicago and Seattle
Two Products
Auto Insurance and Life
Insurance
Two Languages
English and Spanish
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 22
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 Type
English Proficiency (or Boolean)
Auto Insurance Proficiency (or Boolean)
Department ID Boolean
Boston Boolean
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 23
English = 80
Auto Ins = 55
Life Ins = 90
Boston = True
SamEnglish = 50
Spanish = 90
Auto Ins = 80
Dallas = True
John
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 24
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
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
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 25
Start
VRU treatment
Decision logic
Precision Queue
Auto English Boston
Precision Queue
Auto Spanish Boston
Precision Queue
Auto English Chicago
Precision Queue
Auto <language> <location>
Call remains queued at the
PQ step as it leaves the
PQ node for any additional
VRU treatment
Call can be queued to
multiple Precision Queues
as well as Skill Groups
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 26
• 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)
Real Time
• 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)
Historical
• Agent Precision Queue Member* (list of all PQs for each agent)
• Precision Queue Member* (list of all agents in each PQ)Membership
* New CUIC Template
Precision Queues analogous to Skill Groups, provide same metrics
More granular data with minimal learning curve
4 new and 4 modified CUIC templates:
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 27
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 28
Mary‟s Attributes
Fluent in English
Cert. to sell Home Ins.
Fluent in English
Cert. to sell Home Ins.
Cert. to sell Auto Ins.
• Fluent in English
• Cert. to sell Auto Ins.
Precision Routing
HR
Database
API
EnglishAuto
Insurance Sales
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 29
• 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
Features
• 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 pre-configured drill-down information
Benefits
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 30
• 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
discoveryCustomization Transformation
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 31
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
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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
Cisco Public© 2010 Cisco and/or its affiliates. All rights reserved. 34
Drawbacks• Thick Client• Minimal Out-of-Box Functionality
• Look and Feel• Legacy Integration Methods
• Lack of configuration granularity
Drawbacks• Not a toolkit• Look and Feel
• Thick Client• Scale
CTI-OS
CAD
Cisco FinesseAdvantages• Fully Customizable• Extensive Developer Ecosystem
• Scale to 2000 concurrent agents
Advantages• Powerful Workflow Engine• Granular, Group-based Configuration
• Fully featured Application• Common to CCE and CCX
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 35
Cisco Finesse Client
Cisco
UnifiedContact Center
Enterprise
PG
Web Services
Gadget Container
Cisco Finesse ServerVOS Virtual Machine
Custom Applications
CTI(2 All Events Clients)
Authentication via AW
Zero-Footprint on client
Mandatory Administration Workstation (AW)
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 36
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 37
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 38
• 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 39
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 40
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 41
All-in-one Software Appliance
Linux Operation System
Apache Tomcat Web Server
Cassandra Datastore
Informix Reporting Database
Web Services
Gadget Container
Cisco Application Interfaces
Virtualization
Cisco SocialMiner Services•Runtime•Datastore•Reporting Database•Indexer•Eventing
External Services•SMTP Mail Service Interface•XMPP Interface•Active Directory
Standard Server Hardware
SocialMiner Gadgets
Cisco Provided OVF Template
Any Server Platform
Gadget Container
REST APIs
OpenSocial Gadgets
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 42
SocialMiner Capture
RSS
REST API for Custom Feeds
Cisco SocialMiner
Notification services• XMPP/Jabber
• SMTP Email and SMS
• HTTP
Reporting Services• Cisco Unified
Intelligence Center
Publication Services• RSS
Authentication Services• Active Directory
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 43
Bookmarklet
SocialMiner Capture
InfluenceCisco SocialMiner Script Filter
Bookmarklet
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 44
• 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 end-
users.
• 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 45
Quality
Monitoring
Workforce
ManagementCompliance
Cisco Partner Applications
Speech/
Behavioral
Analytics
MediaSense Services
Network Elements
SAN
• Metadata DB
• Export / Transcode
• Tagging
Se
ss
ion
Ma
na
ge
me
nt
Open Web 2.0 APIs
CUBE
Cisco Infrastructure
• Capture
• Storage
• Streaming
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 46
Application Layer
Services Layer
Media capture & storage Web services APIs
Network Layer
Phones Gateways Call Control
MediaSense
Cisco Public© 2010 Cisco and/or its affiliates. All rights reserved. 47
Se
rvic
es
Apps
Apps
Cisco & 3rd
PartyApps
Ap
pli
ca
tio
ns
Ne
two
rk
Gateway, SBC, or
Phone
Call ControlCUBE
Replay &Monitoring
Add media serversfor scalability and high-availability
…
SAN
Fibre ChannelSAN storage
Application, User, & Configuration
Management
RedundantMetadatadatabase
MediaManagement
Web 2.0 APIs
MediaCapture &StreamingSIP
Call Control
Application, User, & Configuration
Management
RedundantMetadatadatabase
MediaManagement
Web 2.0 APIs
MediaCapture &StreamingSIP
Call Control
MediaCapture &StreamingSIP
Call Control
MediaCapture &StreamingSIP
Call Control
…
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 48
Custom and 3rd party Applications
Unified CM 8.5 Cisco IPPhones
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
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 49
Site One Site Two
CUBE
3rd party
Speech
Analytics
Agents(anywhere)
Agents(anywhere)
SAN storage
Network Media
Forking
Callers
CUBE Enterprise
Edition
MediaSense
• 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 50
Site 1
MediaSense
Cluster on UCSLocal
Callers
Data Center
Centralized UCM Cluster
Quality Monitoring,
Data Storage &
Management
Site 2
Local
Callers
Partner
Application SAN
storage
MediaSense
On UCS ExpressBlade in Router
• Capture calls in the branch
• Management, control, and data storage are centralized / simplified
• 3rd party Quality Management and Media Management applications in
datacenter
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 51
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 52
Zero Clients Zero Clients Software
Appliance
Thin Client Enterprise Tablet
VXC 2100
Series
VXC 2200
Series
VXC 4000 VXC 6215 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 53
CTI Toolkitwith VXC
21xx/22xx
Now
Finesse with VXC
21xx/22xx
Dec 2011
Support for VXC6815
Mid CY2012
Finesse integrated with VXC
H2 CY2012
Thank you.
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