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© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 1
Transforming the Contact Center with Cisco Unified Contact Center
April 2007
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 2
Agenda
Business Update and Value Proposition (getting wet)
Portfolio Overview (snorkeling)
Key Product Details (SCUBA)
Enhancement Details (Submersible)
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 3
Business Update and Value Proposition
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 4
Cisco Customer Contact Success
• Leadership in Customer Contact1M+ contact center agents worldwideContact Centre Agents – 73,705 in CY2003, 134,760 in CY2004 and 354,581 in CY2005
• Shipped 3500+ IP Contact Centers
• 1200 Virtual Routing Systemsshipped
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 5
Cisco Agent Shipment Growth2003-2005
73,70573,705
134,760134,760
354,581354,581
20032003 20042004 20052005
150,000150,000
200,000200,000
250,000250,000
300,000300,000
350,000350,000
400,000400,000
50,00050,000
100,000100,000
00
83%83%
163%163%
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 6
Contact Center Key Value Propositions
Enable our customers to provide superior service to their customers
Increase our customers’ productivity Save our customers money Allow our customers to differentiate
themselves based on service
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 7
Contact Center Key Value Propositions
Solutions for multiple segments (midmarket, enterprise, SP)
Variety of technology areas (ACD, CTI, IVR, outbound, multi-channel, video, analytics…)
Multiple migration and co-existence options; not just IP Architectural advantage for multi-site organizations,
branch/store contact centers Customer Interaction Network means any customer,
from any media, to any agent (or knowledge worker), in any location
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 8
Contact Center Portfolio Overview
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 9
Self ServiceCustomer Voice PortalIP IVR
Unified ICMEnterprise EditionHosted Edition
Unified CC Express EditionEnterprise EditionHosted Edition
Product Portfolio
Options*Email ManagementOutbound
Text ChatWeb Collaboration
* Options do not necessarily apply across all products or product lines.
AnalyticsWorkforce Optimization
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 10
Cisco Unified Contact Center Express Introduction
Integral part of Cisco’s Unified Communications solution
Available in three different packages, Standard, Enhanced and Premium, to address small to medium, formal or informal contact center needs
Delivers intelligent contact routing, call treatment, network-to-desktop and computer telephony integration (CTI), and integrated self-service for customer contact management over an IP infrastructure
Enables companies to rapidly deploy a scalable, distributed, virtual contact center solution over their Cisco IP networking infrastructure
Provides optional high availability redundancy ensuring automatic failover in the event of server hardware failure
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 11
A Scalable, Integrated, Virtual Unified Contact Center Solution
A contact-center-in-a-boxFully integrated ACD, Desktops, CTI & IVR
The entire solution can fit on one box1–50 agent deployments on single processor servers1–150 agent deployments on dual processor serversBUT - it can also scale to 300 seats to support large, sophisticated deployments using dedicated expansion servers
Virtual Contact CenterAgents and supervisors can be located at any site on your WAN or on any ISP DSL or Cable modem connection at home
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 12
Easy to Deploy and Cost Effective
Sources: Siebel and ForresterSources: Siebel and Forrester
Self-service Web and IVR systems drive down the costs of providing customers the information they are looking for….
Easy to Deploy Single service creation tool for the
ACD & IVREasier, faster ACD & IVR integration to meet your business rule requirements
Easy, cost-effective CTI solutionSignificant savings when comparing to traditional CTI solutions
Integrated self service Express has a fully integrated self service component in PremiumOrder-of-magnitude cost savings over agent based contact managementField Visit
> $500
Call Centre
> $5
Self-Service
< $1
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 13
Unified CC Enterprise brings full function ACD functionality to the Cisco Unified Communications Manager and UC suite of applications
Unified CCE brings full multi-channel contact routing with universal queue for inbound voice, web chat (single-session and multi-session), web call back, web collaboration, e-mail and outbound voice all under control of a single routing engine that has full redundancy and is designed for fault tolerance
With CC Enterprise, clients can gain the benefits of a IP in their contact center to reduce costs and improve customer satisfaction
Unified Contact Center Enterprise Overview
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 14
• A comprehensive contact center solutionA comprehensive contact center solution
• True distributed IP communications architectureTrue distributed IP communications architecture
• Carrier-class fault toleranceCarrier-class fault tolerance
• Integrated CTI, Outbound, Web, E-Mail, Self-ServiceIntegrated CTI, Outbound, Web, E-Mail, Self-Service
• End to End Security and ManageabilityEnd to End Security and Manageability
• A scalable architecture for Enterprise deployments A scalable architecture for Enterprise deployments
Unified Contact Center Enterprise Delivers
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 15
CC Enterprise Benefits• Customer Experience Improvement—captured data from the IVR is
presented to the agent as a screen pop
• Reduced Call Handle Times – screen pop data saves 3 to 5 seconds per call
• Virtual Network Queue for calls – reduces wait for callers and turns three 100 seat centers into one virtual 300 seat call center
• Intelligent routing of callers by phone number—keeping local calls “in region” where dispatchers and operators know the area
• Enterprise Reporting – Call data and agent information available across all the sites in a single, integrated reporting tool
• Operational Savings – “in-sourced” MACs and support replacing multiple 3rd party service companies with three existing IT employees
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 16
Calls are routed intelligently over your converged network, no need for expensive PSTN tie lines or transfer connect (TNT) charges
Pre-Routing is eliminated, CCE becomes a single virtual IP ACD across all sites
Callers don’t get stuck in queues with a centralized network queue – calls aren’t sent across the network until CCE reserves the agent and is known to be available
Calls can be directly routed to agents and queue for specific agents
CC Enterprise Summary
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 17
Unified ICM Introduction
ICM Enterprise is the leading enterprise contact center routing and integration technology platform. Supporting all major ACD/IVR vendors as well as all carrier routing platforms, it allows for the seamless integration of contacts for inbound voice, outbound voice, web and e-mail all with full enterprise-wide reporting and a single easy to use graphical scripting environment.
Since its introduction over ten years ago, ICM has enabled over 850,000 agents all over the world in almost every major contact center, in every industry – improving agent occupancy, efficiency and always getting the caller to the right resource, the first time.
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 18
For TDM ACDs, the ICM picks the “target” for the contact, but allows the ACD to pick the agent
The ACD must inform the ICM of the call arrival and agent state to reconcile the Call Routing Process
Configuration and Scripting must be mirrored in the ACD and ICM to ensure accurate reporting and routing
ACDs and IVRs can Post-Route voice contacts via the ICM to take advantage of the same routing rules and scripting used in Pre-Routing—and preserve call context by using Translation-Routing between sites
Unified ICM Overview
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 19
Unified ICM Summary
Enables centralized contact center strategy Provides a single set of business rules across all channel types
– Voice, Email, Web, Fax Protects existing technology investments Consolidated reports across all channel types Every customer interaction delivered
to the best resource the first timeWithout geographical constraint, regardless of ACD or IVR Vendor, Carrier Network or media channel
Customer Information is preserved throughout the contact—allowing for integration with back-end data systems to improve agent efficiency
Proven integration with CRM vendors, wall board, staff schedule, recording to complete the solution
Enable smooth migration from TDM solutions to IP Contact Center solutions
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 20
Customer Voice Portal (CVP)What is Customer Voice Portal?What is Customer Voice Portal?
Customer Voice Portal (CVP) is a unique combination of Customer Voice Portal (CVP) is a unique combination of Cisco technologies to enable advanced Cisco technologies to enable advanced voice applicationsvoice applications at the at the edgeedge of the IP network, bringing powerful integration of the IP network, bringing powerful integration with with Web ServicesWeb Services to backend data systems and to backend data systems and integration to integration to contact centerscontact centers with full call context and data with full call context and data
Ok… What does that mean?Ok… What does that mean?
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 21
Customer Voice Portal (CVP) Advanced Voice Applications… at the edgeAdvanced Voice Applications… at the edge
CVP takes advantage of the integrated VXML browser CVP takes advantage of the integrated VXML browser built into Cisco IOS, allowing callers to interact with built into Cisco IOS, allowing callers to interact with menus, scripts and self-service applicationsmenus, scripts and self-service applications
Calls do not have to be brought to a central “IVR Farm” to Calls do not have to be brought to a central “IVR Farm” to provide services, calls can be kept local to save on carrier provide services, calls can be kept local to save on carrier charges for remote call forward charges to leverage VoIP charges for remote call forward charges to leverage VoIP for toll-bypass for toll-bypass
“Where can I pay my bill?”
Payment Locator
“You can make a payment at any Shaws’ supermarket or Comcast office. The nearest Shaws’ is 100 Easton Road, until 11:00 tonight”
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 22
Customer Voice Portal (CVP) Powerful integration with Web Services…Powerful integration with Web Services…
CVP provides an Eclipse-based toolkit to develop self-service CVP provides an Eclipse-based toolkit to develop self-service applications, built on open/standard J2EE for access to Web applications, built on open/standard J2EE for access to Web Services and Java objects already in place to support the Services and Java objects already in place to support the corporate data/web architecturecorporate data/web architecture
Callers on the CVP hear the same data that is on the Web and Callers on the CVP hear the same data that is on the Web and available internally to the stores via corporate infrastructureavailable internally to the stores via corporate infrastructure
“What is my balance due?”
ACCT Database
Account #32311323401Balance: $110.52Due: 15th “Your payment of $110.52 is expected by the 15th”
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 23
Customer Voice Portal (CVP)Integrated to contact centers…with call contextIntegrated to contact centers…with call context
CVP works with Cisco’s core contact center products, ICM and CVP works with Cisco’s core contact center products, ICM and IPCC to provide network queuing and data collection – “front IPCC to provide network queuing and data collection – “front ending” call flows for either IP agents on Unified ending” call flows for either IP agents on Unified Communications Manager (Unified CCE) or TDM agents on Communications Manager (Unified CCE) or TDM agents on Avaya, Nortel, etc., with ICMAvaya, Nortel, etc., with ICM
CVP can collect data from callers, backend systems and pass CVP can collect data from callers, backend systems and pass it to the IPCC for call routing and to the agent desktop to drive it to the IPCC for call routing and to the agent desktop to drive CTI Screen Pop and workflow CTI Screen Pop and workflow
“I need help with myhigh speed Internet service”
“Hello, Mr. Jones,we know there is an outage in your area”
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 24
Customer Voice Portal (CVP) What else? Call switching…What else? Call switching…
CVP can also provide a virtual softswitch functionality, moving CVP can also provide a virtual softswitch functionality, moving calls between sites and resources across the IP network or calls between sites and resources across the IP network or carrier networkscarrier networks
This is pure cost savings, reducing the number of advanced This is pure cost savings, reducing the number of advanced services required from the carriers to leverage the carrier services required from the carriers to leverage the carrier networks, the IP data network, or a combination of both—networks, the IP data network, or a combination of both—intelligently based on business rules and customer needsintelligently based on business rules and customer needs
“Ok, how about some helpwith my Digital Phone Service?”
“No problem sir, let me connect you”
“Hello, Mr. Jones”
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 25
Cisco CVP addresses the major objectives of today’s Contact Centers by combining VoiceXML based Interactive Voice Response (IVR) with the capability to seamlessly integrate multiple Contact Center locations into a unified virtual Contact Center with IP switching.
The Cisco Customer Voice Portal achieves these objectives by leveraging existing Contact Center technology investments to provide the lowest TCO through reduced agent, operations, and telecommunications costs, while providing a migration path from a multi-site, multi-vendor TDM ACD environment to an IP Contact Center with integrated Web and telephony contact without requiring a fork-lift upgrade.
CVP Summary
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 26
Key Product DetailsCCX and CCE
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 27
Unified CCX Routing and Queuing
Application /database integration
Call-by-call routing
Agent based routing* Call re-routing based
on wait time Conditional routing based
on time of day, day of week and holidays
Conditional routing based on calls in queue
Conditional routing based on caller origin
Conditional routing based on dialed number
Conditional routing based on caller entered digits (CED)
Database-driven call handling Load balancing Priority routing Skill-based
routing Competency-based routing Priority Queuing
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 28
CCX ACD Routing & Priority QueuingFeature Standard Enhanced Premium
Conditional (e.g. ANI/DNIS/Day of week/Time of Day, any custom variable …)
Overflow, Intraflow, Interflow Re-route on wait time, agent no answer Call Priority Queuing Skills-based Routing Competency Based Routing Agent Based Routing Priority Routing or other data dependent routing (XML or internal data source) Priority Routing or other data dependent routing (ODBC/JDBC SQL database source)
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 29
Cisco Unified Contact Center ExpressReporting Overview
Unified Contact Center Express Server(s)
MSDE orMS SQL 2K
MSDE or MS SQL 2K
Historical Report DB Server
Real-Time Agent Monitoring Grids
Supervisor Desktop
CRS Administration Tool
• Monitoring Unified Contact Center Express System Activity
• Historical Reports
• Database Server (Co-resident or separate expansion server)
• Dedicated Historical Report DB Server for scalability.
• Auto-Synchronization upon failure
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 30
Historical Reporting
Historical Reporting Server (HRS) Co-resident with Cisco Unified CCX primary server
Optionally deploy on dedicated Express Expansion Server (ESS)
Default Historical Reporting Solution
Default historical reporting is provided at no charge
Optional Historical Reporting Enhancement
Cisco’s OEMed version of Microsoft SQL Server
Deployment and pricing flexibilityDefault HRS May be deployed co-resident on the Cisco Unified CCX primary server,on a dedicated Express Expansion Server (ESS) historical reporting server or,may share deployment on an ESS with selected other system functions
Dedicated reporting server significantly increases the number of simultaneous reporting sessions that may be run
Very large storage capacities may be supported by deploying Microsoft SQL Server on an ESS
What Deployment Options? What are the Benefits?
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 31
CCX Historical Reports – Detailed Options
Report Task to perform:
• View
Parameter to filter some report data based on its values
Possible options for the selected report parameter (Agent Names) to choose from
Some reports allow the user to specify the operation to be done on the parameters values selected (ex: OR, AND)
This will be View or Schedule based on the “Reporting Task” above
Selected filter parameter values (report will only contain Agents specified)
Field used to sort resulting data report
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 32
Feature Rich, User FriendlyMultiple Report Generation, Viewing, & Data Output Options
Multiple Report Generation OptionsSummary, Detail, Preferred IntervalGraphical & Tabular
Multiple Report Viewing OptionsSortingFilteringSearchingScaling
Multiple Report Output OptionsScheduled Reports for Printing or SavingExport Report Data to PDF, RTF, Excel, or CSV for further data manipulation or sharing
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 33
CCX - comprehensive decision making information for supervisors
Operational Matrix Report Type (s) Examples of Key StatisticsMeasure Agent Performance
Agent Call Summary Agent Call Counts & State Times
Agent Detail Report Call by Call Agent Activity Detail
Agent Login/Logout Activity Agent Login/Logout Times, Duration, & Reason Codes
Agent Not Ready Reason Code Summary Agent Reason Codes & Durations
Agent State Login On & State Times (Detail/Summary/Interval)
Agent Summary Call Counts & Avg./Max. State Times
Measure CSQ (a.k.a Skill Group) Performance
Common Skill CSQ Activity Report Call Counts, Queue Times, Abandon Times, & SL
CSQ Activity Report (s) Multiple View of SL’s by (CSQ & Interval) & ASA, Max Queue Times, Avg. Handle Time, Avg. Time to Abandon etc.
CSQ Call Distribution Summary Calls Handled/Abandoned by chosen time intervals
CSQ Priority Summary Reports CSQ Call Count Detail by Call Priority
CSQ SL Priority Reports CSQ SL’s Detail by Call Priority
CSQ – Agent Summary Report CSQ to Agent Call Summary/Detail Mapping & RNA
Measure Customer Experience
Abandon Call Detail Activity Abandon Call Counts & Times Details
Aborted/Rejected Call Detail Dropped Call Details
App. Summary/Performance Analysis Call Counts (Handled, Presented, Abandons) and Avg. Times ( ASA, Avg. Abandon Time)
Measure IVR Application Performance
IVR Application Performance Analysis IVR Call Counts (Presented, Handled, Abandoned) & IVR Call Duration Time
IVR Detail Report Call By Call Detail of Caller Experience in the IVR
IVR Traffic Analysis Report IVR Call Volumes, Peak Calls, & Call Durations
Other Call Custom Variables Agent Input Call Variables
Call Number Summary Call Counts & Avg. Call Duration by Dialed No.
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 34
CCX - Cisco Agent Desktop
Agent, supervisor and desktop administrator components of Cisco Unified Contact Center Express
Productivity and collaboration components that include:
– Cisco Agent Desktop – Cisco IP Phone Agent– Cisco Supervisor Desktop– Cisco Desktop Administrator
A workflow automation and management software set that helps agent and supervisor teams work within a virtual customer interaction environment to meet key performance metrics.
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 35
How does CAD solve the customer contact problem?
• Improve customer satisfaction Single call resolution with increased response accuracy Shorten response time Consistent client experience Improve customer relationships
• Increase contact center productivity Encourage or influence agent interaction behavior Improve call handling capabilities Reduce call duration
• Reduce cost of operation and improve contact center profitability Head count reduction Agent retention through increased job satisfaction Improve effectiveness Eliminate IT dependency thereby reducing costs to operate, administer,
maintain and provision contact center agents Faster and easier implementation than traditional CTI technologies
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 36
How does CAD improve agent productivity?
Tool Bar
Enterprise Data Pane
Task Automation
Phone Bok, Chat, Agent Reports
Integrated Browser
Agent Status
Call Data Pane
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 37
How does CAD improve agent productivity?
1. Select User Interface
2. Choose Task Button
3. Check Visible and Enter Hint
Description
4 . Customize Icon
5 . Add Action
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 38
6. Choose workflow
action and click
“New”
7. Fill in blanks
and click “OK”
How does CAD improve agent productivity?
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 39
How does CAD improve contact center productivity?
Agent Reports
Supervisor Chat
Team Message
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 40
How does CAD improve contact center productivity?
Agent State
Control
Barge In Intercept
Real Time Displays
Record Silent MonitorChat
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 41
Agent Experience - The 3rd Party Screen Pop
Auto Agent
login to SFDC
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 42
Agent Experience - The 3rd Party Screen Pop
Enterprise Data
Appears with Call
Search in SFDC on
ANI
Screen Pop on Record
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 43
Cisco Agent Desktop Application Integration Methods
Application Integration MethodsWorkflow
ActionName Type of Application Integration
Target Application
Location
Modify Target Application
?
HTTP Action Web browser accessible applications Web server No
Launch External
Application
Windows desktop applications or custom apps written in VB or
other languagesAgent’s PC
No, if application
can be executed w/ arguments
Run Macro
Windows desktop application that provide keystroke access to all GUI controls including
rich client applications, terminal emulation
Agent’s PC No
Workflow integration methods can be combined for complex integration scenarios
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 44
Integrated Basic Prompt & Collect IVRAvailable with Standard and Enhanced
All Cisco Unified CCX solutions provide out of the box prompt and collect
A fully customizable Auto Attendant with arbitrary depth of voice menus, ability to play an arbitrary mix of music and messages and the ability to play prompts and capture and process any caller DTMF key presses
All Express products support reading enterprise web HTTP and XML documents
Integrated service creation environment means it’s easy for workflow developers to create sophisticated self-service and ACD features
Provides powerful initial and in-queue call treatment options as well as full prompt & collect for caller interaction
Provides option for self-service as well as contact center operations
Support for reading HTTP & XML documents enables use of web data for routing decisions and screen pop
What is it? Why is it important?
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 45
Full Featured Advanced IVRAvailable Only in Express Premium
Includes Full IVR capabilities
Complete support for integrated IVR self-service applications
Supports 3rd party application integration via custom Java integration
Capabilities:Database integrationVXML voice portal for DTMF, ASR & TTSHTTP triggersReal-time notification services
Enables sophisticated information sharing between enterprise databases and CRM applications under workflow control
Increase Screen Pop capabilities via database dips
Deploy sophisticated Web-based voice services
Use existing Web infrastructure to deploy services
What is it? Why is it important?
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 46
Enterprise Database Integration
ODBC/JDBC compliant
Tested – Microsoft SQL Server, Oracle, IBM DB2, and Sybase
Used for retrieving information from back-end message stores
Screen Pop support discussed previously
Automates routine transactional tasks
Reduces contact Center costs, toll charges and increases caller satisfaction by automatically retrieving caller information
Required for full self-service applications
What is it? Why is it important?
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 47
Automatic Speech Recognition (ASR)
Provide callers another method of input via speech
Cisco IP IVR recognizes what is spoken
Supports latest Nuance ASR technology
Improved, easier user directed routing
Reduces contact Center/toll costs
Users get what they want, quickly
Provides greater flexibility for IVR applications
Improves customer service
What is it? Why is it important?
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 48
Text to Speech (TTS)
Relays text based content over the telephone
Synthesized speech
Plays back content from message stores or prompts
Supports latest Nuance Vocalizer TTS technology
Used when prompts can’t be recorded for changing information
Increases usability of telephony applications
Access information from ERP, CRM, stocks, weather, etc.
Reduces application development
Big payoff in cost reduction by eliminating professional talent and time required for voice recording
Often suitable for internal operations use
What is it? Why is it important?
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 49
Cisco Unified ContactCenter Enterprise: Features
Routing Capabilities Skills Based Routing Application Based Routing and Reporting Scriptable Call by Call Routing Call Re-Routing based on Wait Time Conditional Routing Database Directed Routing Load Balancing Look Ahead Queuing Priority Queuing Re-route on No Answer (RONA) Dynamic Reskilling
Universal Queue Multi-session agents (text chat) Interruptability (E-Mail management) Blended Outbound Preview, Progressive, Predictive
Administration and Reporting Managed/Redundant Database Real Time Administration Centralized Control Browser-Based Report Viewing Centralized Enterprise Reporting Historical Reports Real Time Reports Tabular and Graphical Reports Multi-channel Reports Custom Reports Call Detail Records Published Database Schema
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 50
Cisco Unified ContactCenter Enterprise: Features
Supervisor Desktop Barge-in Intercept Visible Call Data for Monitored Calls Real-Time Agent/Skill group Status Display Threshold Alerts Emergency / Supervisor Assist Controls Change Agent State Control Text Chat with Supervisors / Agents Call Recording Start/Stop Control Text Chat with Supervisors / Agents Multi-media Agent availability Silent Monitor
Agent Features Agent Statistics on Agent Desktop Auto Available Auto Wrap-Up Auxiliary Work State Available State Caller Information: ANI, CID, DNIS, CED Fully Customizable SoftPhone application Hot Desking Log In/Log Out Remote Agents Screen Pop Transfer to Queue Unavailable (Work) State Wrap Up Wrap Up Codes
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 51
Cisco Unified ContactCenter Enterprise: Administration
Define business rules for all sites, all channels
React to emergency situations Apply dynamic, real-time changes Perform outbound campaign
management Global monitoring of entire enterprise Generate normalized, consolidated
reports
Manage your multiple site enterprise from a single location or from several – it’s up to you
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 52
Cisco Unified ContactCenter Enterprise: Administration
•One place for defining you multi-site routing logic•Full edit and Quick Edit mode•Drag and drop Palette•Browser based option•Access control
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 53
Cisco Unified ContactCenter Enterprise: Reporting
HDS
Redundant database for Contact Center data and configurationLogger
DB
Historical Database Server
Browser clients
•Highly Available Duplex Architecture for persistent data gathering•Automatic Data synchronization & recovery
AdministrationWebView Server
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 54
Cisco Unified ContactCenter Enterprise: Desktop
• IP Phone Agent• Cisco Agent Desktop
Out of the box soft phone
Rapid, easy, low-risk deployment
Desktop Workflow (Screen Pop)
• Cisco Toolkit DesktopCustom development kit
Simplifies custom CTI integrations
• Pre-integrated CRM DesktopStrategic integrations with the leading CRM vendors
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 55
Cisco Unified ContactCenter Enterprise: Desktop
Simple easy-to-use agent desktop interfaceAgent Logon
Call Control
Presentation of caller data
Easy to configure “Desktop Workflows” for screen pop and other productivity applications
Comprehensive supervisor application Real-Time Displays
Threshold Alerts
Monitoring and Recording
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 56
Cisco Unified ContactCenter Enterprise: Desktop
ACD state control Call control features Text Chat with
Agents/Supervisors View current agent and
skill group statistics Team performance
message display Enterprise data displays
caller information and call history
Embedded Web browser
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 57
Cisco Unified ContactCenter Enterprise: Desktop
Real-time statistics Thresholds Text chat Team performance
messages Make agent ready Log out agent Silent monitoring Recording Coaching Barge-in Intercept
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 58
Cisco Unified ContactCenter Enterprise: Desktop
CTI OS Toolkit Desktop Option: Object-Oriented SDK Supports C++, COM, Active/X, Java, and .NET
Components Sample Application with Source Code Full Agent and Supervisor Functionality Multi-Media Agent status Simplifies custom desktop development implementations
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 59
Cisco Unified ContactCenter Enterprise: Desktop
• ACD, Call Control and Outbound features• Supervisor Assist, Agent Statistics, Chat
Call Control Features
ACD Features
Assist Features
Tools: Stats, Chat, Record, Bad Call
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 60
Cisco Unified ContactCenter Enterprise: Desktop
• ACD and Call Control features• Barge-In, Intercept, Change Agent State, Statistics, Chat
Call Control Features
ACD Features
Tools: Stats, Chat, Record, Bad Call
Detail Call Information
Real-Time AgentStatus Window
Barge InIntercept
Log Out Agent,Make Ready
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 61
Cisco Unified ContactCenter Enterprise: CRM
Siebel drivers available from Cisco
IPCC driver available from SAPSupports voice, Web via ICM WebOption
IPCC driver available from PeopleSoft
IPCC driver available from E.piphany
IPCC driver available from Oracle
IPCC driver available from Pegasystems
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 62
Enhancement DetailsCCX, CCE, and Multi-channel
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 63
Cisco Unified Contact Center Enhancements Unified Contact Center Express 5.0
Multi-channel supportBlended Inbound/Outbound dialingWorkforce Optimization SuiteNew third-party CTI ProtocolSupport for Cisco Unified Communications Manager Express 4.2
Unified Contact Center Enterprise 7.2New multi-channelAgent Routing Integration for Avaya
Web Interaction Manager and E-mail Interaction Manager
New products based on top-rated technologyCommon agent interface designed to improve productivityEasy access to a shared knowledgebase and customer historyBasic and Advanced packages to fit various cost/complexity models
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 64
Contact Center Express 5.0
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 65
Cisco Unified Contact Center Express v5.0
Key highlightsNew Multichannel, Cisco Unified Email Interaction Manager and Cisco Unified Web Interaction ManagerBlended Inbound/Outbound dialingWorkforce Optimization SuiteNew third-party CTI ProtocolSupport for Cisco Unified CallManager Express 4.2
Other enhancementsSupport for Win2003 with Cisco Unified CallManager 5.0/6.0Two-server High Availability clusterSupport for Wrap Up Codes
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 66
Contact Center Express Multi-channel Integration
Integrated configuration – agents, queues, teams
Integrated summary reporting
Integrated desktop for voice and multimedia
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 67
Cisco Outbound Option for Contact Center Express
Blended preview dialing
Basic campaigns for blended campaigns
Improves workforce utilization
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 68
Cisco Unified Workforce Optimization for Contact Center Express–Managing Customer Interaction
Workforce Optimization (WFO) is an extension of the Supervisor’s role … for Customer Centric Services
Helps Supervisors manage expectation by metrics for better customer service
Key Components are:Workforce ManagementQuality ManagementCompliance RecordingReal-time Information & Performance Management Cisco Supervisor / Agent Desktop
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 69
AgentAgentBehaviorBehavior
AgentAgentBehaviorBehavior
Unified CCX Customer-Centric Span for Supervisors
AgentDesktop
Reporting &
BusinessIntelligence Quality
ManagementWorkforce
Management
ProactiveScheduling
Contact Handling
Real-time Metrics
Record
EvaluateCoachForecast
Schedule
ScheduleTraining / CoachingReal-time
Information
Real-timeMetadata
&Alerts
Customer Customer & &
AgentAgentExperienceExperience
TechnologyFoundationUnified agentDesktop builton SOA for anIntegratedCustomer view
Quality DataValue-addedinformation thatis consistent andreal-time acrosschannels
People / ProcessKPIs and metrics aligned with corporate goals that enhance the customer experience
Intraday Management
SupervisorSupervisorDesktopDesktop
““Span of Control”Span of Control”
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 70
Why Workforce Optimization?
Founder:
Key people resources in Contact Centers average 30% to 40% turnover rates
Workforce Management and Quality Management optimizes the way people are managed:
Gains employee productivityReduces overtimeImproves schedule adherenceReduces management time for schedulingReduces attritionCaptures vital call information for evaluations, training and key government regulations
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 71
A highly-scalable voice, screen recording and evaluation solution that supports agents and supervisors at any virtual location for quality management process.
Voice and screen recording at the edge
Captures, filters, and compresses contacts without dedicated recording servers at every location
Supervisor/manager evaluation tools can be integrated within Cisco Supervisor Desktop to streamline management
Compliance archival of key information to open systems
Speech analytics at the edge, allowing near real-time content detection and alerts without dedicated server farms
Independent operation of edge components, which limits the scope of impact for faults
Flexibility for adding new agents through a software push
Simple administration allows modifications to the business rules without IT expertise or professional services engagements
Extends the recording capabilities of Cisco Agent Desktop and Cisco Supervisor Desktop - installed on hundreds of thousands of desktops
Cisco Quality Management
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 72
Cisco Quality Management – Contact Player
Recording Tree
Screen Capture
Evaluation Form
Call Meta Data
Player Controls
Action & CommentControls
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 73
A highly-scalable Industry-leading scheduling solution that optimizes agents and supervisors at any virtual location for Workforce Management (WFM) and adherence
Workforce scheduling, adherence and metrics
One of the first companies to provide multi-site, multi-lingual and multi-channel management
Unmatched accuracy (up to 99.5%) - forecasting and scheduling
Two step scheduling
Full range of capabilities:
Skills and performance-based scheduling
Vacation scheduling
Key performance indicators (KPIs)
Payroll integration
Supports multiple ACDs: Genesys, Nortel, Avaya, Cisco (UCC) Enterprise and Express, and others
Integration with Cisco Agent Desktop and Cisco Supervisor Desktop
Cisco Workforce Management
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 74
Cisco Agent Desktops – WFM eAgent & w/KPIs
Cisco Agent Desktop
Agent Schedule
Toolbar Vacation Schedule
Schedule Requests
Agent Performance
Bulletin Board
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 75
Cisco Supervisor Desktops –WFM w/Team Adherence
Cisco Supervisor
Desktop
Agent Schedule
Adherence
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 76
Cisco Supervisor Desktops –Web eAgent Schedules
Cisco Supervisor
Desktop
Agent Schedules
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 77
Cisco Supervisor Desktops – WFM w/KPIs
Cisco Supervisor
Desktop
Agent Metrics
Agent Performance
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 78
Contact Center Enterprise 7.2
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 79
Cisco Unified Contact Center Enterprise v7.2
Launch highlights–New Multichannel, Cisco Unified Email Interaction Manager and Cisco Unified Web Interaction Manager
Other enhancements–Improved interoperability with 3rd-party ACDs
•Avaya Agent Routing Integration (SoftACD on Avaya)–Monitoring and Recording enhancements–Additional Localization
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 80
New Multi-channel Capabilities
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 81
Cisco Unified Email Interaction Manager & Cisco Unified Web Interaction Manager
New products based on top-rated technology Built for today’s contact center email and Web interaction
needs Share an agent interface designed to improve productivity Easy access to a common knowledgebase and customer
history Will integrate with:
Cisco Unified ICM Enterprise and HostedCisco Unified Contact Center Express, Enterprise and HostedCisco Unified System Contact Center
Basic and Advanced packages to fit more cost/complexity models
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 82
Intuitive Agent DesktopLook and feel
similar to leading email clients
Visual cues for overdue tasks
KnowledgebaseCustomer HistoryExternal Links
Suggested ResponsesBookmarksSpell-check
Cisco Interaction Manager – Agent Console – Microsoft Internet Explorer
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 83
Business Benefits of Cisco Unified Web Interaction Manager
Enables increased sales, faster issue resolution by providing human assistance when required
Quick, effective communication using chat or voice along with two-way, “follow me” Web browsing
Increases agent productivity with support for multiple chat sessions
Enables agents to collaborate with phone and chat customers
Trains customers to use self-service by introducing them to resources on the Web
Provides powerful monitoring and reporting tools for managers
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 84
Intuitive Agent DesktopEIM & WIM share common desktop
Multiple simultaneous chat sessionsRed if awaiting input
Push web pagesKnowledgebaseCustomer HistoryExternal Links
Frequently-used responses
Spell Check
Cisco Interaction Manager – Agent Console – Microsoft Internet Explorer
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 85
In Summary Broad customer contact portfolio designed to help our
customers increase their Interaction Success Metrics
Deep feature set for mid-market and enterprise ACD
Significant investment in solution enhancements
New applications designed to enable business agility and the next generation of business communication services
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 86
Questions?
CiscoCLP@cisco.com
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 87