A Case Study on migrating ZUNO Bank to Cisco Finesse and 2Ring GADGETS for Cisco Finesse - slide...

transcript

CUSTOMER CASE STUDY

Peter Magyar, ZUNO BANK, Head of the Contact CenterMichal Grebáč, 2Ring, Strategic Sales & Marketing Director

Cisco Live! Session ID: CCSCCT-2555 2

The Goal ..

Cisco Live! Session ID: CCSCCT-2555

» Show you how the newly deployed Cisco Finesse (hand in hand with a power pack of 2Ring GADGETS) is helping ZUNO BANK’s contact center team do its part to deliver the bank’s customer promise - LESS BANK, MORE LIFE

The Goal ..

4Cisco Live! Session ID: CCSCCT-2555

» The Goal» Involved Parties» The Time Before Finesse (Problem Statement)» The Plan» The Deliverables» Lessons Learned» Related Resources» Q&A

What to Expect ..

Involved Parties ..

» Austrian banking license» Banking done in a smart and intuitive way, human and simple» Alternative for modern people against non-transparent, fee

heavy, traditional banking. No small print or hidden conditions» Simplicity is one of the key factors of development» Strong focus on online banking, mobile banking, contact center» Limited physical presence – Flag Ship Stores

» Centralized operation model» Low-cost operating business model» Strong focus on service quality» Local market awards after 1st and

2nd years of operation» Present in Slovakia and the Czech

Republic and coming to other European countries soon

» Cisco Gold Partner / Cisco Master UC Specialization / Cisco ATP – UCC Enterprise

» Line of Business› IT Infrastructure, Customer Interaction, Content Management, Security

» Presence – Slovakia / Czech Republic / Romania / Turkey› and serving customers from other European markets as well

» Revenue: 65+ million EURO» Employees: 600+

» On the market since 2001» Cisco Preferred Solution Developer» Flexible solutions for Cisco Unified Communications & Contact

Centers (Express & Enterprise)» Agile development» Global presence

› Indirect sales strategy› Cisco Marketplace

» www.2Ring.com10Cisco Live! Session ID: CCSCCT-2555

Why 2Ring and gadgets for Cisco Finesse?

» 2Ring AGENT DESKTOP› CTI-OS based solution› Customer-driven development since 2005

» Proven features transferred to Cisco Finesse› Supervisor (Agent) to agent chat› Visual Notifications + Message Ticker› Multi-Tab browser› Scripts & Forms (advanced wrap-up)› ..

The Time Before ..

» CUCM 7.1 + UCCE 7.5 (fully redundant)› MCS Servers in 2 datacenters in Poland (redundant sites A+B)› Agents in Slovakia, the Czech Republic, and Hungary› Centralized IP IVR 7.5 for all countries

› Client Authentication (integration with core banking IS via web services)› 2x Cisco 2911 in every country (CZ, SK, HU, PL)

› SIP trunks ended at Cisco CUBE› Cisco CIM integrated with Cisco ICM› Easy to use, tailor made, 2Ring REPORTS

The Time Before ..

The Time Before .. Problem Statement

» Blended agents using a thick client application› 2Ring AGENT DESKTOP (CTI-OS Toolkit)

› Integrated with core bank’s systems› Difficulties in maintenance and configuration› No support for a silent install due to “CTI-OS Toolkit component”› Issues with 64bit OS due to “CTI-OS Toolkit component”› Slower implementation of custom development

» Planned expansion to more countries› Needed infrastructure that would support growth via the possibility of

remote management

The Plan ..

» Upgrade UCCE 7.5(10) to UCCE 8.0(1a)» Installation/configuration of OS + VMware on UCS

› Migrate UCCE to Cisco UCS servers – 2x UCS-C-210M2» Install a “new” (using PreUpgradeTool) IP IVR 8.0(x) on UCS» Install (using PreUpgradeTool) CUCM 8.0(2) on UCS» Disconnect current CUCM» Connect new CUCM 8.0(2)» Upgrade UCCE 8.0(x) to UCCE 8.5(3)

The Plan .. Upgrade Phase 1

The Plan ..

» Upgrade CUCM to 8.6(x)» Upgrade IVR to 8.5(x)» Upgrade UCCE to 9.0(1)

› Upgrade/Install CTI OS on all agent desktops

» Install Finesse 9.0(1)» Install Social Miner 9.0(1)» Upgrade CUCM 8.6(x) to 9.0(1)» Upgrade IP IVR 8.5(x) to 9.0(1)

The Plan .. Upgrade Phase 2 (Final)

The Deliverables ..

2Ring infoPANEL .. 2Ring GADGETS FOR CISCO FINESSE

» Persistent gadget› Stays with agents through all Cisco Finesse tabs› Keeps agents informed & up-to-date

» Agent is informed via icon + message in the ticker area› Type of call / client

› Unsecured channel (SKYPE)› Special VDN (VIP clients)

» Time in state with thresholds» Message ticker

› Receive messages from supervisors› Notification messages

› about events in other tabs of Cisco Finesse› generated by other systems / applications

» Action buttons › Serve as bookmarks› Log a specific event into a database› Send a signal to an external Information System› One-click call forward (satisfaction measurement)

» Event-Rules-Action model› Specific Event occurs (such as the arrival of a new call)› A set of Actions associated with the given Event is processed› Each Action has a logical statement / rule associated with it

› If this rule is satisfied, the action is launched

2Ring BROWSER .. 2Ring GADGETS FOR CISCO FINESSE

» Fully compatible with MS IE» Closable or permanent colorable tabs» Displays UI of 3rd party web based systems

› A key integration tool (hand in hand with the infoPANEL gadget)› UCC parameters are passed as URL variables› Dynamic tab navigation action

› Navigate to a webpage based on call context data› Scriptable tab focusing

2Ring TEAM .. 2Ring GADGETS FOR CISCO FINESSE

» Replaces Team Performance Gadget

2Ring TEAM .. 2Ring GADGETS FOR CISCO FINESSE

» Collaborate with others based on real-time info on their availability

» Find agents/supervisors by teams / queues» Agent profiles

› Chat with agents› Message ticker messages› Call and consult call option› Real-time info on “time in state”, “reason code”, “team / queue

membership”› Set an agent to a ready state / log out

2Ring TEAM .. Supervisor Extension2Ring GADGETS FOR CISCO FINESSE

» Allows supervisors to › Send short messages to agents’ clients or 2Ring DASHBOARDS &

WALLBOARDS› Reach any mix of agents from different queues or teams with the same

instant message› Use message templates › Have a message expire after a certain time

SCRIPTS & FORMS .. 2Ring GADGETS FOR CISCO FINESSE

» Guide Agents› Set up powerful workflows for

inbound & outbound calls

» Save Time› Start collecting all the necessary

info at a call’s start and send it away at the call’s end

» Empower Supervisors› Create/Modify web-based scripts

& forms with ease

» Build forms with› Single selection groups› Multi selection groups› Free text answers› Hierarchy groups

» Enhance forms with› Checks & balances› Limits and thresholds

» Customize forms with corporate design

2Ring GADGETS FOR CISCO FINESSE .. System Requirements

» Client PC› Browser supported by Cisco Finesse (IE 8, Firefox)› 2Ring SF also requires Microsoft Silverlight

» Server› Microsoft Windows Server 2008R2 or later› Microsoft .Net Framework 4.5 or later› IIS 7.0 with ASP .NET› Microsoft SQL Server 2008R2 Express Edition or above

Lessons Learned ..

» All of the deliverables were delivered› Time planning (too many involved parties)› Short term issues after the upgrade

› Directories services stopped working after the upgrade to CUCM 8.5› Client authentication via web services had a short outage› Announcement management had a short outage

› Upgrade and integration with CIM is scheduled for the end of Q1

The Latest? .. 2Ring COMPACT AGENT

» Cisco Jabber for Windows» Subject Matter Experts» Presence Information» Call related information» Wrap-Up (post call survey)» IS integration

Related Resources ..

» http://www.cisco.com/en/US/products/ps11324/index.html» www.2Ring.com/Finesse

› Review a detailed presentation on our essential power pack› Schedule a live WebEx presentation

» Want to know more?› Michal.Grebac@2Ring.com› Marek.Vrabel@Soitron.com › Peter.Magyar@Zuno.eu

Q&A ..

ADDRESS

PHONEEMAILWWW

331 Newman Springs RoadBuilding 1, Suite 143Red Bank, NJ 07701, USA(866) 530-9282info-na@2Ring.comwww.2Ring.com

2Ring .. North America

TWITTERMOBILEEMAIL

Peter Kolenič Channel Manager EMEAR+421 2 5822 4379 +421 903 500 494 pkolenicl@2Ring.com

2Ring .. Questions

OFFICEMOBILEEMAIL

Michal GrebáčStrategic Sales & Marketing Directorwww.twitter.com/michalgrebac +1 (916) 514-3355mgrebac@2Ring.com

2Ring .. Connect with Us

ADDRESS

PHONEEMAILWWW

Galvaniho 15/C821 04 BratislavaSlovak Republic+421 (2) 5822 4550info@2Ring.comwww.2Ring.com

2Ring .. EMEAR

A Case Study on migrating ZUNO Bank to Cisco Finesse and 2Ring GADGETS for Cisco Finesse - slide...

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