next generation contact center · december 6th, 2011 © 2010 cisco and/or ... (cad) applications...

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


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


• 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


Contact Center EnterpriseIntelligence Center

MediaSense

Customer

Voice Portal

E-Mail

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


#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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• 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.


• 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


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


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


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


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


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


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


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


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


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


Four Branches

Boston, Dallas, Chicago and Seattle

Two Products

Auto Insurance and Life

Insurance

Two Languages

English and Spanish


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


English = 80

Auto Ins = 55

Life Ins = 90

Boston = True

SamEnglish = 50

Spanish = 90

Auto Ins = 80

Dallas = True

John


Step 1

• Auto Insurance ≥ 85

• English ≥ 80

• Boston

Step 2


• English ≥ 60

• Boston

Step 3


• 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


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


• 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:


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


• 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


• 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


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


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


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


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)


• 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


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


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


SocialMiner Capture

Twitter

Facebook

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


Bookmarklet

SocialMiner Capture

InfluenceCisco SocialMiner Script Filter

Bookmarklet


• 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.


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


Application Layer

Services Layer

Media capture & storage Web services APIs

Network Layer

Phones Gateways Call Control

MediaSense


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


Call Control


Call Control


Call Control

…


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


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


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


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


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


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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