Обзор cisco contact center express edition (uccx)
TRANSCRIPT
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Cisco Contact Center Express Edition (UCCX)
2014 Cisco and/or its affiliates. All rights reserved.24.11.2014
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Cisco OMNI Channel Cisco UCCX 10.5 UCCX (
10.6 )
2014 Cisco and/or its affiliates. All rights reserved.24.11.2014 2
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3:OMNI-Channel
Web
Mobile
Contact Center
Email
Voice
Brick and Mortar
Kiosk
Social Media
Chat
SMS
360
1:Voice-Channel
2:Multi-Channel
,
=
,
= -
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CTI
IVR
MultiChannelWFM ACD
ACD
CTI
IVR WFM
MultiChannel
Routing ACD IB/OBVoice
Video
CTI
Recording SessionMgntVoicePortal
Gateways Security BorderlessNetworking QOS
CRM
Social
Mobile
BPM
WFM
Web
1:Voice-Channel
2:Multi-Channel
3:OMNI-Channel
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Cisco Contact Center: OMNI-Channel -
Twitter
Facebook
RSS
API
EMail
SMS
5
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Gartner Contact Center Magic Quadrant ( 2014)
This Magic Quadrant graphic was published by Gartner, Inc. as part of a larger research note and should be evaluated in the context of the entire report.
The Magic Quadrant is copyrighted May 2014by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartners analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the Leaders quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Gartner: Magic Quadrant for Contact Center Infrastructure, May 2014Drew Krauss, Steve Blood, Sorell Slaymaker
Cisco
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19 2014 ,
Contact Center World Forum : 70
, ,
: Cisco Contact
Center Enterprise (Precision Routing)
Cisco Contact Center Enterprise
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Cisco OMNI Channel Cisco UCCX 10.5 UCCX (
10.6 )
2014 Cisco and/or its affiliates. All rights reserved.24.11.2014 9
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contact center Cisco Customer Collaboration
Cisco Unified Contact Center Enterprise (CCE)
Packaged CCE
Cisco Unified Contact Center Express
(CCX)
- 12 000
1 000
- 400
HostedCollaboration
Solution for Contact Center (HCS-CC)
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WFM/ QM
3thparty Gadgets Cisco Finesse/CAD
Cisco UCM / BE6000BE7000
/
Web- /
Contact CenterExpress
ACD
ODBC / REST API / Java / Callback
/
Web-Chat
Email
Cisco Contact Center Express
- (Active-
Standby)
Outbound Predictive, Progressive, Web-
CallBack, IVR OutboundASR/TTS
ACD
IM & Presence
IVR
OutboundPreview
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Cisco Unified Intelligence Center
Finesse () Permalinks
3 (Live Data) 15
, , ,
,
(, )
(dashboards)
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Cisco FinesseWeb 2.0
Internet Explorer Mozilla Internet
Cisco Gadgets Gadgets OEM
Workflow
CRM Gadgets Solution
Plus Developer SDK
(Finesse Web API, REST API)
( .. )
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Finesse: (Team Performance)
Not Ready
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( ) MS Windows 7 / 8.1 Mac OS (1Mbit) Internet Explore 9 r, Firefox 24 Jabber for Windows ,
, , ,
-
-
:
,
Re-Skilling:
Chat
-
:
-
:
(ready / not ready) not ready (, ..)
iPhone Android
-
Finesse:
,
-
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Outbound UCCX 10.5Predictive Progressive
Finesse Finesse
CAD
Call Progress Analysis ISR (, , )
(Blended)
REST API Campaign
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Predictive Outbound
Cisco UCM
Cisco UCCX Cisco ISR
5
10.
VCPA
Campaign Manager
SIP Dialer
1. RmCm
2.
3.
4.
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/
Campaign API
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U-Nexis -
Automatic / Manual Uploads and CRM Integration
Cisco UCCX 10.5 Dialer
Email SMS .
/
Do Not Call ( )
/
CRM Web-Service API
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Automatic / Manual Uploads and CRM Integration
(10 ). , .
:
( ) ( , )
Cisco Finesse
.
U-Nexis -
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outbound UCCX
UCCX U-Nexis
5 UCCX 10.5 www.acqueon.com/products/u-nexis-for-cisco-uccx
Preview, Predictive, Progressive
,
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Email SMS
Outbound
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CRM API
CiscoFinesse API
iFrame Finesse
gadget Finesse
CRM- Cisco Finesse Web-Service
CRM Gadget
CRM
CiscoFinesse API
CRM Gadget
, ,
CRMiFrame
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Unified CCX 10.5 Web Chat
Finesse Gadgets Multi-Session ( Finesse)
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- Cisco Jabber Guiest
- Jabber Guest
- ( ) HOLD ( ) VoHCisco UCM ( Cisco MediaSense)
UCCX
UCM IIVR
treatment -
,
Collaboration Edge^ Jabber Guest
Video on Hold Cisco MediaSense
Finesse
10.5(1)SU1
- 89xx, 99xx, DX650, EX series
web- iOS
-
SMS Cisco Finesse
(CSAT)
SMS-
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UCCX 10.5 (QM) WFM (, )
User Experience Simplification Consistency
Finesse
Live-
Live-
Java
- IE10,11
Windows 8.1
QM
iCalendar
v Drug&Drop
Shrinkage, Adherence SL
- IE10,11
Windows 8.1
WFM
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Cisco OMNI Channel Cisco UCCX 10.5 UCCX (
10.6 )
2014 Cisco and/or its affiliates. All rights reserved.24.11.2014 31
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: Finesse
UCCX CAD
11 CAD
UCCX 10.6
, .
, Web Chat Email Finesse
10.6
CAD Finesse
CAD in CCX 11.0!
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email CCX 10.6 (Agent E-Mail)
(, email, web chat)
2
(Skilled)
,
,
(500)
MS Exchange 2013, 2010 IMAP/SMTP
Premium
60/120 VM OVA
Email SocialMiner
Finesse
3
Cisco SocialMiner
Post 10.6
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Unified CCX
Cisco SocialMiner
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Finesse Email
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OMNI-Channel
UCCX
Email
Finesse IP Phone Agent
Live Data( )
Single Sign On
WFM
( Finesse)
VXML
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CiscoRu Cisco CiscoRussia
#CiscoConnectRu
,
5619
!
24.11.2014 2014 Cisco and/or its affiliates. All rights reserved.
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CiscoRu Cisco CiscoRussia
#CiscoConnectRu
24.11.2014 2014 Cisco and/or its affiliates. All rights reserved.
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Cisco Contact Center Express Edition (UCCX) - 4 Cisco Contact Center: OMNI-Channel - Gartner Contact Center Magic Quadrant ( 2014) Cisco Contact Center Enterprise contact center Cisco Customer Collaboration Cisco Contact Center Express Cisco Unified Intelligence Center Cisco FinesseFinesse: (Team Performance) : : : Finesse: Outbound UCCX 10.5Predictive ProgressivePredictive Outbound U-Nexis - U-Nexis - outbound UCCX 26Unified CCX 10.5 Web Chat - Cisco Jabber Guiest SMS Cisco FinesseUCCX 10.5 (QM) WFM (, ) CAD Finesse email CCX 10.6 (Agent E-Mail) Finesse Email UCCX !