virtual contact center• gives information about customer contact experience: – route of caller...

1© 2001, Cisco Systems, Inc. All rights reserved.

Session NumberPresentation_ID

Virtual Contact Center

222© 2001, Cisco Systems, Inc. All rights reserved.Presentation_ID

Evolution of Customer Contact

NetworkPercent

AllocationIntelligent

Call Routing

e-Commerce & Web-based

Customer Service

Network-to-Desktop

CTI


Create an opencommunicationsplatform leveragingvoice and data technologiesto facilitate geographic-and media-independentcustomer interaction.

Create an opencommunicationsplatform leveragingvoice and data technologiesto facilitate geographic-and media-independentcustomer interaction.

Cisco Contact Center Vision


Advantages of IP

• Location independenceLocate agents and workersanywhere

• Support multiple channelsVoice, Email, Web, Fax, Video

• Rapid deployment of newapplications

• Deploy and maintain onenetwork


• Limitedinteroperabilitybetween businessfunctions

• Incompatibletechnologyplatforms

• Inefficientbusinessprocesses

Growing communications challenges can not beaddressed with this existing model

Real-World Problems


The New Communications Landscape


Intelligent Contact Management


Technology Infrastructure


•DEMO


End Goal: New World Contact Center

Customer TDM Access

PG

PG & CTIServer

EnterpriseAgent

IP Voice

TDM Voice

Call Control

CiscoCallManager

Web CollaborationeMail Management

VoIP CustomerAgent Phones


The IP Contact Center

AgentDesktop

IntelligentContact

Manager

InteractiveVoiceResponse

CallManager

EmailManager

WebCollaboration


TrunkConnections

LineConnections

Switching

Cisco Catalyst LAN Switch

Cisco Voice Enabled Router or Gateway

De-constructing Call Center

Contact Processing

IP Queuing and Routing

Call Center ApplicationsSingle Site w/Remote Agents

Premise based

Call Control Engine (Cisco’sCallManager, Email Manager,

Collaboration Server

IP Phones/SoftphoneWeb/Email Clients

Third Party Applications

CRM, WFM, Call Logging,Recording, more..


Centralized Call ProcessingOverview

• CallManager at central site

• Applications and DSP resources can becentralized or distributed

• Supports up to 10,000 IP phones per cluster (CM 3.0 = 2,500)

• Call admission control (limit number of calls per site)

• Survivable Remote Site Telephony for remote branches

PSTN

IP WAN

Applications(VMail, IVR, ICD, ...)

Applications(VMail, IVR, ICD, ...)

Headquarters

Branch A

Branch B

CallManagerCluster

CallManagerCluster

SRST-enabledrouter

SRST-enabledrouter


Extension Mobility

• Directory based phone log-in

• Application XML based

-authenticates to directory

-Updates CallManager with user extension

-User’s extension is pushed to phone wherelogin occurred

-User receives all personal settings

• Applicable for mobile office environments

• Offered with CallManager 3.1

• Substantial cost savings benefits

Directory

Bldg 2

Bldg 1

DataCenter

DHCP Server

Call Mgr

Web Server



Cisco Agent Desktop


The Cisco Agent Desktop

A Pre-Packaged CTI Solution for IPCC

• Robust computer telephonyintegration solution for single-siteand multi-site IP contact centers

• Can be installed and maintainedwithout IT involvement

• Agent and Supervisor desktop applications

• Silent Monitor, Barge-In,Coaching and Intercept

• Attractive life-cycle management

– Customer change management

– Defined upgrade path


Cisco Agent Desktop Functionality

Agent Tools:• Soft phone – ACD and Call Control

features

• Screen pop

• Media Termination

• Text Messaging

• Supervisor Alert

• Call Record

• Real Time Agent Statistics

• Agent State Log

• Hot Seating

• Reason Codes


Cisco Agent Desktop

A quick-to-deploy CTI desktop application

• Keystroke MacrosLaunch DesktopApps.

• Quick Installation

• Easy Modifications


Multiple Applications One Tool Bar

•Multipleapplicationson desktop

•One tool bar


Cisco Agent Desktop Real Time Statistics

Agent Stats:

• Contacts presented

• Contacts handled

• Avg talking

• Max talking

• Avg wrapup

• Max wrapup

• Avg available

• Max available

• Avg unavailable

• Max unavailable

Queue Stats:

• Queue Number

• Agents Assigned

• Total Calls

• Calls Waiting

• Oldest Call

• Calls Handled

• Calls Abandoned

• Calls De-Queued

• Average Call

• Max Talking

To view the most current agent statistics, click Refresh.


Cisco Agent Desktop ACD Statistics


Cisco Agent Desktop Reason Codes

Log Out Not Ready Wrap Up

Reason codes can be forced for each.


Cisco Agent Desktop Call Log


Cisco Agent Desktop Agent State Log


Cisco Agent Desktop CTI Caller Context

• Gives information about customer contact experience:

– Route of caller through contact center

– Amount of time caller spent at IVRs, queues and with agents

– Flags alerting customer service level failures

• Access to IVR collected data

• Agent can edit data to betransferred to otheragents or IVRs


Cisco Agent Desktop Media Termination

Media Termination Option• CAD and CSD• Audio though sound card on the PC• Call control is through the softphone on the PC• Single CCM extension• Same skinny library as AVVID softphone


IP Phone Agent

• Optional add-on to CAD

• Runs on 7960 or 7940 as a Web service

• Allows the agent to:

log in and out of the ACD,

view the agent ACD state,

change the ACD state

enter reason codes and wrap up data


•CAD/CSD v4.2 for IPCCIP Phone Agent Log In


•CAD/CSD v4.2 for IPCCIP Phone Agent Change State


IP Phone Agent Reason Codes


Cisco Supervisor Desktop Functionality

Supervisor Tools:• Silent Monitor

• Barge-In

• Intercept

• Coaching (text chat while monitoring)

• Supervisor Call

• Supervisor Alert (through Chat)

• Media Termination

• Real Time Statistics

• Call Recording and Call Review

• Agent State Change

• Hot Seating

• Agent Teams


Cisco Supervisor Desktop

• Tool for supervisor to observe agents:– Lists logged in agents

– Lists agents’ current calls and call details

– Silent monitor agent’s call

• Tool for supervisor to communicate with agents:– Send “display board” messages to all agents

– Chat with specific agent(s)

– Barge In on agent calls

– Intercept call from agent

• Tools for agents to communicatewith supervisor:

– Supervisor call and alert


Cisco Supervisor Desktop Data View pane

Data View pane

• Caller Info

Select Call

• Queue Stats

Select Queues

• Agent Stats

Select Agent


CAD/CSD Recording

Start Record Stop Record


CAD/CSD v4.2 for IPCCRecording Options


Playback a Recorded call• The Supervisor Log Viewer

displays the recordings madeover the last 7 days.

• Recording are date-stamped andsaved for 30 days, after which itis deleted.

• View a list of recordings for aparticular day or all recordingsthat have been saved.

• You can sort recordings by anyof the columns in the log inascending/descending order byclicking on the column header.

• The recording server processdoes not require a separateserver

• approximately 1 Mb/1 min. ofrecorded WAV file.


Cisco Agent Desktop Administration

• One place to define workflowand agent desktop look and feel

• Centralized systemadministration

• Administrator updatesdistributed to desktops

• Agent desktops can beorganized into workgroups

• Supports multipleadministratorsresponsible for differentworkgroups


Cisco Agent DesktopWorkflow Model

Workflow defined as:Events →→ Rules →→ Actions

• Events -- telephony occurrences associatedwith lifetime of a call that cause rules to beevaluated

• Rules -- conditions on telephony andIVR data that must be true in order foran action to occur

• Actions -- application specific steps to execute;uses telephony and IVR data


Workflow Rule Specification


Cisco Agent Desktop Summary

• Powerful CTI product delivering keyfeatures for successfulcontact centers

• Fast and easy todeploy, configure,and maintain

• Proven scalability



AgentDesktop

IntelligentContact

Manager


CallManager

EmailManager

WebCollaboration


CRS Visual Workflow Editor

Toolbar

Design Window

Flow

Step Library

Steps

Step Library

Variable Window

Palette Window

Replacewith ACD

view(will

provide)


Integrated IVR:Standard Features

• Static Announcements: “All of ouragents are busy . . . ”

• Dynamic Announcements: “Thereare 12 calls in queue. Your expected waittime is 15 minutes”

• Prompts for caller data: “Please enteryour 6 digit account code.”

• Prompts for route options: “To leavea message press 1, to select form a list offrequently asked questions . . .”

Provides call treatment to queued calls



EnterpriseReporting

Management


Converting Data Into Business Intelligence

Enterprise Reporting

ICM


Enterprise View


Cradle-to-Grave

• Call & caller data are collected throughout thelife of a call

• From the moment a call is answered, through:Carrier network or Internet

IVRs

ACDs

Web Servers

Databases

Other resources & applications

• Follows call from agent-to-agent or site-to-site


Real-time Activity


Combined Real-time & Historical



AgentDesktop

IntelligentContact

Manager


CallManager

EmailManager

CollaborationServer


Cisco Web Collaboration

• Enables “live help” button on Web site• Integrates text chat, Web collaboration, Internet

telephony with IPCC• Increases revenues• Drives customer loyalty and satisfaction


Cisco Web Collaboration

Page Sharing

Follow-me

FormShare

Text Chat

Application Demo

ApplicationSharing

White-boarding

Push a Web page for the other party to view

View a series of pages without having to pusheach

Complete a Web form jointly with an agent

Chat over the Web, avoids voice call

Agent’s ability to demo a software application

Customer’s ability to interact with anapplication

Interactively use a white board to draw, text,etc.


Web Collaboration

• Runs in thebrowser - noinstall required

• Scriptedenvironmentinsures userinterface is easyto learn and easyuse

� Sharing content isas easy asclicking a link


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AgentDesktop

IntelligentContact

Manager


CallManager

EmailManager

WebCollaboration


Cisco eMail Manager

• Receives inbound messages

• Performs message analysis

• Sends automated replies

• Routes to responders

• Provides message-handling tools

• Provides queue-management tools

• Tracks/archives messages

• Multi-platform support

NT

Solaris

• Part of Multimedia Contact Center Solution

• Multi-Tenant

Flexible, extensible, and highly scalableemail response management (ERM) system


Cisco eMail ManagerKey Differentiators

• Hierarchical, branchingrule logic

• Graphical rule-buildingenvironment

• Sophisticated messagetracking

• Inter-instance routing

Powerful processingengine features:

Simplifies the process ofcreating, testing, and managing asophisticated network of processingrules.


Flexible User Interface

• read incomingrequests,

• view communicationhistory

• browse responselibraries

• reassign and escalateinquiries

• collaborate onresponses

• spellcheck

• create and sendreplies

Allows agents to provide quick, accurate and personalizedresponse. Does not require a client install.

Powerful, thin, browser-based Client provides toolsfor individuals and groups to:


New World Contact CenterArchitecture

VoIP Customer IP Voice

TDM Voice

Call Control

CTI Data

TDM Customer

ICMPG

ICMPG

CiscoCallManager

Agent Phones

ICMCTIServer

virtual contact center• gives information about customer contact experience: – route of caller...

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