global vision. local knowledge. - cisco · • backwards compatible-existing 3rd party gadgets...

Cisco Connect 2019Serbia, 19th March 2019

Global vision.

Local knowledge.

Darko ZlatićCustomer Experience ArchitectCisco EMEAR

CC = Cognitive & Collaborative

Customer Journey Solutions

© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public

Cisco Connect 2019 Collaboration

© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public

Agenda

• Update on Market Transitions and Cisco Strategy

• New Features in Release 12

• Things to Consider Today!


Update on Market Transitions and Cisco Strategy


The world has changed!

Don’t get in strangers’ cars

Don’t meet people from the Internet

1998

Literally summon strangers from the internet and get in their cars!

2018


The experts have weighed in

“By 2020 customers are going to make their buying decisions based on customer experience — not product, not price.”

“50% of IT professionals believe artificial intelligence and machine learning are playing a role in cloud computing adoption, growing to 67% by 2020.”


Simple! Not Exactly.

It used to be simple – route, queue, report


Full of Options.… and Silo’s.

“Hi! Thanks for contacting us…”

“Who are you?”

“I need to find you in the system”

“…have you contacted us

before?”

“I think I’ll need to transfer you..”

“Hang tight, this may take some time”

“Found you! Ok, Why are you calling?”

What are today’s experiences often like?


Silos Affect Experience!


Imagine if . . .

… Cognitive, Personal, Seamless… No Apparent Silo’s.

“Hi Julie. Thanks for contacting

us…”

“We appreciate your six year relationship

with us”

“…And you were checking your order status ”

“… I see you you were just on the

web”

“…Can I also suggest this?

“… Are you inquiring about that order?”

“…Tracking says its out for PM delivery”


Our five Key strategy tenetsCognitive, collaborative customer journey solutions at secure global scale

Customer self-service

CognitiveRouting and Engagement

Real-time agent help

Actionable business insights

Intelligent network

Intelligencethroughout

Cisco full stack portfolio integrationCollaboration | Flex pricing | Networking | Security | Intelligence

Data-driven and cognitive throughout

Global cloud footprint

Unified and open platform

Graceful cloud migrationHybrid cloud services | Common user experiences


Cloud first, not cloud only


A Leading Portfolio

Cloud

Hybrid

Premises Contact Center Express Contact Center Enterprise

Hosted Collaboration Servicefor Contact Center

Customer Journey Platform

Journey Data | AI | Messaging | AnalyticsCloud Services

Contact Center Express Contact Center Enterprise

Common UI’s, licensing, hybrid services, security


USA

MEXICO

CANADA

UK

FRANCE

SPAIN

ITALY

AUSTRALIA

NEW ZEALAND

JAPANGERMANY

BELGIUM NETHERLANDS

SWEDEN

Partial SpanishUS English Partial French Partial German Partial ItalianCurrent UI Language Support:

LUXEMBOURG

• Voice POP

• Data Residency

• Planned VPOP

• Planned Data Residency

TokyoNov 1, 2018

OsakaNov 1, 2018

MelbourneDec 1, 2018

SydneyDec 1, 2018

TBD1H 2019

TBD1H 2019LA, USA

NY, USA

TorontoSep 1, 2018

CalgarySep 1, 2018

TBD1H 2019

Allowed country location of

contracting entity

TBD1H 2019

UKOct 1, 2018

NetherlandsOct 1, 2018

Planned countries allowed for

location of contracting entity

A global cloud footprint


Moving to the cloud can be challenging

Platform Lock

Care strategy is tied to choice of platform

Cost to Move

Move across platforms or to hosted or cloud is a re-buy

When to Move

Migration to cloud is a major commitment

How to plan for reducing costs and preparing for migration to cloud?


We’re with you on your journey

Transform

Cisco UCCE, PCCE. UCCX

Innovate

CloudHybridOn-Premises

Simplify


Cisco Customer Journeys Business is Growing!

+18%YoY license growth

~440%Growth in Contact Center Flex plan since launch

25K +Agents in two competitive wins

100+New CJP partners


New Features in Release 12


Release 12.0

20

Experience Scale Security

Agent experience

Supervisor experience

Admin experience

ECC variable space expansion from 2k

UCCE/PCCE scale for large enterprises

End-to-end security for

data

Reduced AD dependencies


The New 12.0 Experience

Optimized, Consistent and…User validated


Finesse refresh: More screen real estateCCE CCX

PCCE HCS

Logo and title can be customized

Click on the dots to expand the left navigation bar


Finesse refresh : Digital Channels State Control 23

Can be leveraged for ECE & Task based digital channels (via API)

CCE CCX

PCCE HCS


Finesse refresh: enhanced productivity…24

Incoming call/chat/email with context

API available to provide popover for digital channels

CCE CCX

PCCE HCS


Finesse refresh: enhanced wrap-up…25

Force Wrap-Up state

Search and set Wrap-Up Reason(s)

Multi-select wrap-up is CCX Only

Reverse Wrap-Up timer

CCE CCX

PCCE HCS

Agent Productivity: Digital Workflows

Workflow triggers for email and chat

Workflow conditions for email and chat

Browser Pop and HTTP request actions for email and chat

CCE CCX

PCCE HCS


Finesse Desktop Chat27

Includes Subject Matter Experts

Connects to IM&P Service

Easy search

CCE CCX

PCCE HCS


Finesse Desktop Chat28 CCE CCX

PCCE HCS

Advanced Digital Multitasking

Pick, Pull tasks from queue

Pick from agent

Pick, Pull while on voice call

Pick beyond task limit

Transfer task back to queue

Pick / Pull / Transfer Reports

CCE

PCCE

HCS


Team broadcast messages30


Type message

Select team(s)

Choose how long to show

CCE CCX

PCCE HCS


Broadcast Messages from Agent Side31


Broadcast message

Notification, scroll to next message

CCE CCX

PCCE HCS


• Video and documentation to help contact centers transition to new UX

• Consistent User Experience (UX) with Cisco CC + Collab suite

• Desktop Chat is supported with Cisco® UCM 12.5

• No support for Windows 7

• Backwards compatible- Existing 3rd party gadgets rendered as-is

- UX toolkit available to help align gadgets to new look

- Existing APIs supported

- Existing layout preserved

- Sandbox provided on DevNet

• Websockets support for OpenFire:- WebSockets will be new default for event channel in Finesse Desktop with 12.0

- 3rd party XMPP BOSH clients backward compatibility with OpenFire maintained

Upgrading to Finesse 12.032 CCE CCX

PCCE HCS

https://video.cisco.com/detail/videos/contact-center/video/5989308839001/cisco-finesse-12.0-agent-desktop-for-ucce-pcce-and-hcs-cc?autoStart=true

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1201/user/guide/cfin_b_1201-cisco-finesse-desktop-userguide.html

https://developer.cisco.com/docs/finesse/#!visual-design-guide

https://community.cisco.com/t5/collaboration-blogs/the-uccx-with-finesse-cuic-socialminer-12-0-early-release/ba-p/3724441


Monitor queues without leaving Finesse…

View status of Voice, Chat and Email Queues real time

Express

onlyCCX


Add agents to overloaded queues on the fly…

Manually remove if necessary

Current agents handling queue

…and decide when to automatically remove them

Add agents in case of excess traffic

Choose relevant agents even if they aren’t logged in

Express

onlyCCX


…with a detailed audit report

Agents added and removed from queueUpdated by

whom?

CCX


Manage prompts on the fly

Search, select, preview and assign prompts to IVR scripts

Express

onlyCCX


Search, select, preview and assign calendar to IVR script

Assign existing calendar to IVR CCX


New step in editor for managing business hours

Calendar step to define business hours and holidays

Express

onlyCCX


Define business days and hours Define time ranges for

shifts or break

Change business hours for IVR and Bubble chat CCX


Customized business day for shorter or longer business hours

Create or modify holidays

CCX


Manage Outbound Campaigns

Set start and end time for campaign

Enable /

Disablecampaign

Express

only

Select and manually import contacts

Schedule automatic import of contacts

CCX


Single Pane of Glass42

Config alerts

Cards organized by flow

Quick access menu

PCCE

onlyPCCE

43

Direct access to any setting

Day 0

Infrastructure and Routes

Day 1

Users, Roles and Desktop

Day 2

Skills, Business Hours Outbound campaigns

PCCE

44

Single-click control of Business operating hours…

Multi-level control: team, skill, or line-of-business

Force close in case of emergency

Custom reason codes to enable specific IVR treatments

Attach to scripts: create business logic once, control anyhow, anytime

CCE

PCCE

45

Layered Access Control…

Grant access at card or gadget level

PCCE

CUIC Administration Improvements

• User & Group Management

• Permissions Management

• Data source Management

• Scheduler

CCE CCX

PCCE HCS

• Geographic redundancy

• Advanced digital multitasking

• Server side REST APIs(March 2019)

Enterprise Chat and Email

CCE

PCCE

HCS


• Email, Chat, Web/scheduled Callback

• Simplified installation

• Simplified Finesse agent gadget

• Email/chat specific reports

• 400 or 1500 agent server models

• Ability to deploy multiple servers for greater capacity

• Context Service integrated

Integrated Chat, Email, Callback


• Single CCE routing engine across channels and locations

• Blending, interruptability, multi-session

• Task-by-task routing based on real-time data

• Agent state, task state, task context

• Skill Group or Precision Queues

• Context information passed with task

•Use data from email or web forms in routing, reporting

•Use info from CCE for messages while chat queued

•Call variables and expanded call context

•Integrated with Context Services

ECE Routing Capabilities


ECE Reporting templates for CUIC

• Agent Work Summary

• Chat Volume by Queue

• Email Volume by Queue


ECE 12.0 is a compelling, cost-effective omnichannel solution for Cisco CCE clients

ECE 11.5 (Sep 16)Simplified, Integrated, Omni-channel

ECE 11.6 (Aug 17)

Developer-friendly APIs

ECE 11.6 ES4+ (Aug 18)

Parity with eGain Chat & Email

ECE 12.0SPOGBlended Routing

• Feature and API Parity with eGain-branded Chat and Email

• Proactive investment in implementation, training, and support

Feature gap between ECE and eGain-branded Chat and Email was a challenge


• ECE 12 on CCE 11.6 (no need to wait until CCE 12)• Skills-based availability (overcoming MRD restrictions)

• Geo-redundant

• Chat conferencing

• ECE 12 on CCE 12

• Single Pane Of Glass (SPOG) administration – voice, chat, and email

• Omnichannel experience with common availability controls

• Enhanced pick and transfer capabilities

• Multi-media blending

ECE 12.0 Highlights


ECE SPOG Administration Gadget

• Allows partition department administrators to manage their departments for ECE within SPOG

• All Email and Chat administrative tasks can be done from within SPOG

• SSO supported

• No need to access ECE administration console for day to day tasks


• Allows ECE Queue to Skill Group and PQ mapping

• Availability APIs will reflect correct status

• Only relevant entry points will get activated

• Only relevant agents can Pick, Pull or Transfer

Skill Based Availability


• Allows agents to search & pick emails while on voice

• Allows agents to be assigned new emails via transfer while on voice call

• Allows agents to pick emails beyond their concurrent task capacity

• Efficient handling of Pick, Pull & Transfer scenarios at the interface level

Blended Routing Capabilities


• ECE 12.0(1) is geo-redundant for both UCCE and PCCE type deployments

• ECE application can be installed geographically apart across two data centres

• The connectivity between the data centres should be good like MPLS kind of connection to avoid latency

• Application downtime is required for applying product updates

Geographic Redundancy


• Ability to configure the maximum number of activities at a queue level

• Applicable for both email and chat

• EAAS will stop offering tasks from that ECE queue to UCCE once configured max task limit of ECE queue is reached

Limit Activities in ECE Queue


• Email attachments occupy the maximum space in database

• Size of database keeps growing without an efficient way to manage space

• With ECE 12.0• Ability to view Storage

• Ability to purge email attachments

• Schedule purge jobs

Purge Attachments


• Supervisors can monitor the chats silently

• Supervisors can only monitor the queues which they have access to (mapped skill groups and PQs)

• 3-way chat: Based on partition setting. Supervisors can also join an ongoing chat session.

• There is no reporting yet for silent monitoring and conference as this is not UCCE integrated

Supervisor Monitoring and 3-Way Chat


Enterprise 12.0 scale improvements

60

6xIncrease in PCCE concurrent agent count

2xIncrease in CCE concurrent agent count


Call Variable Expansion61

6K bytes for routing

Cisco Unified Contact Center

2K bytes of dedicated data space



FinesseData

AppData

CVPData

12.0 and later…

CCE

PCCE

HCS


Protect Data-in-motion

62

Disable weak ciphers

TLS 1.2 Security

• Inbound voice

• Outbound voice

• Multi-channel

• External database dip

CCE

PCCE

HCS


Other Security Enhancements

Reduced PII Logging

• Disable ECC Tracing

• Disable CV Tracing

• Tracing can be enabled for serviceability

Reduced AD Interactions

• CCE previously needed write access to AD, used to create default user accounts in AD

• CCE will now have read-only access to AD, customer will create default user accounts

CCE

PCCE

HCS


Solution Plus Partners

https://communities.cisco.com/community/partner/solution-plus-partners/calabrio

http://www.verint.com/

https://communities.cisco.com/community/partner/solution-plus-partners/nuance

https://communities.cisco.com/community/partner/solution-plus-partners/buchersuter

https://communities.cisco.com/community/partner/solution-plus-partners/egain


Things to Consider Today!


How we do this before 12.5 and Intelligence HUB?


Cisco Live Barcelona 2018: BRKCCT-2631…

Watson Conversation

NodeRED

Chatbot Dialogue

Agent Chat Session

Customer-Side Web Chat Agent ECE Chat

Desktop

NodeRED is used here to expose a simplified interface and also

overcome CORS issues when the customer website is hosted

on different domain. (NodeRED will run on any platform)

Context Data


• Make use of existing chat client and Watson services nodes

• No need to add an ECE node to make this work

• Remote server-side Node.js app that uses the ECE SDK

• Bidirectional, async communication using WebSockets

• Firewall friendly as connection is outgoing HTTP(S)

ECE / CCENodeRED Node.js App

Watson Conversation

WebSocket

Cisco Live Barcelona 2018: BRKCCT-2631…


Cisco Live Barcelona 2019: BRKCCT-2541

Watson Assistant

How can I help today?

Speech-to-Text

Audio Text


Cisco Live Barcelona 2019: BRKCCT-2510

7

0

JupyterNotebook for

Topic Modeling

Flask REST API and Topic Model Admin

Finesse and Upstream

Works Agent Desktop

Raw Email Data

Topic Model Files

Upstream Works Server

Data Scientist Supervisor/Analyst Agent


Upstream Works – New in Solution Plus

7

1

UWF gives customers the flexibility to choose how they engage with you. • Connectivity and consistency across all channels• Routing and blended queues for any channel

Phone

Web

Social

Email

Chat

Video

AnyTaskManual


EUdata – Technology Partner…


EUdata – Technology Partner


Key Takeaways

SignificantBusinessInvestment

Future is here, no need to wait!

Graceful CloudMigration - CloudFirst, Not Cloud Only

Cognitive and CollaborativeThroughout/Data Driven


Popunite anketu, preuzmite poklon na pultu „Informacije” i učestvujte u izvlačenju nagrada na zatvaranju konferencije

global vision. local knowledge. - cisco · • backwards compatible-existing 3rd party gadgets...

Documents