Cisco Collaboration€¦ · CALL CENTER SALES REP MOBILE APP WEBSITE WEB SELF-SERVICE SOCIAL CHAT...

Cisco Collaboration

© 2019 Cisco and/or its affiliates. All rights reserved.

• Hardware• Bluetooth Headset 730• Webex Desk Pro• Webex Room USB

• Webex Contact Center + Calling• Webex Experience Management• Webex Teams + Meetings

Agenda


Cisco Headset 730

Premium Bluetooth headset for business, personal and the journey between

• Modern design featuring Adaptive Audio technology1

delivering a premium audio experience

• Deep Cisco integration to extend the cognitive collaborative experience

• Secure2 and reliable Bluetooth 5.0 business communications

• Integrated headset management: on-prem or cloud3

1 Cisco’s voice honing, boom-less technology coupled with adaptive noise cancellation and side tone

2 Unique HW and SW Security via Secure Boot, and software image authentication

3 Management via Cloud planned for Q1 CY2020


Advanced all-in-one collaboration device

enables users for greater productivity at the desk or in a

shared space

Webex Desk Pro for an instant office


Webex Room USB


© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential 7

Wireless guest sharing, intelligent video and premium sound for the ultimate BYOD meeting experience

120°field of view for 2-5 attendees

Cognitive collaboration features like people count, best overview, and audio fencing included

Digital signage

Premium upgrade package with Codec and Touch 10 Room Controller

Webex Room USBIntroducing


Control everything from one placeProvision new devices? Deploy signage mode? Upgrade to the newest RoomOS software? Monitor meeting room usage? Review productivity analytics? Need remote access? No problem.

The Control Hub is included when you connect to Webex.


Unmatched experienceUSB: Cameras SpeakerMicrophone

BYOD Intelligent Camera and Audio

Device Settings

Cloud ManagedUpgradesAnalytics

Wireless Sharing from browser

Signage mode when not in use

Room Controller

Device Based Meetings with integrated Codec

MacrosSmart Room Control

Yes.

Includes access to Codec with upgrade key

Yes.

Speaker tracking with no “fisheye” view of the meeting

Yes.

Access via WebexControl Hub

Yes.

Access Control Hub portal to provision, administer and manage

Yes.

Via Webexor web browser

Yes.

Manage directly from Control Hub

Yes.

With Room Kit Mini Upgrade

Yes.


Yes.


Room USB

Logitech MeetUp

Poly Studio

✓ No auto distortion control

Local PC X X X Third party vendor

Third party vendor

X

✓ No auto distortion control

Local PC X X X Third party vendor

Third party vendor

X


Easily upgrade to Room Kit Mini

Room USBBYOD

Room Kit MiniService Attached

No PC. Always works.


RoomKit Mini + Samsung Flip


Webex Contact Center + Calling


Webex Contact Center Portfolio

Call | Meet | Message | Devices | APIs/SDKs

Voicea | Experience Management | Analyzer

WebexContact Center

WebexContact Center Enterprise

Single Global Platform

Cognitive Collaboration

All Business Sizes

Single Subscription

Webex Single Platform for Contact Center

SMB contact centersEasy to deploy

Large contact centersSignificant customization

WebexContact Center


Webex Contact Center Enterprise Global Reach

8 Global Data Centers

North America: Denver, AustinEurope: London, AmsterdamAsia: Singapore, Hong KongAustralia: Sydney, St. Leonards

Europe

• Austria• Belgium• Bulgaria• Croatia• Cyprus• Czech Republic• Denmark• Estonia

• Finland• France• Germany• Greece• Hungary• Ireland• Italy• Latvia

• Lithuania• Luxembourg• Malta• Netherlands• Norway• Poland• Portugal• Romania

• Slovakia• Slovenia• Spain• Sweden• Switzerland• United Kingdom

Australia& Asia

• Australia• Hong Kong*• Malaysia*• Philippines*• Singapore*

NorthAmerica

• United States• Canada

NOTE: Subject to Change*Asia locations currently pending regulatory approvalsAdditional geographies planned for future phases


What’s new with Cisco AI and Google AI?• Google officially GA’d their Contact Center AI solution on Nov 14, 2019 and featured Cisco as a CCAI

partner.

• A core tenant of Cisco’s Contact Center strategy is to empower agents with AI-enabled features built using best-in-breed technology:

• Using our proprietary AI technology (including Voicea, MindMeld, etc.) • As well as Google CCAI enabled features such as Conversational IVR and Bot Virtual Customer Assistant

• Voicea Gadget Transcription (EFT, 12.5) • Conversational IVR *

• Bot Customer Virtual Assistant *

• Cisco Answers **

Features/products powered by Cisco AI: Features/products powered by Google Contact Center AI/Dialogflow:

*BYO orderable, Cisco offer not orderable yet** not orderable yet


Webex ExperienceManagement


What problems are we solving?

Turn my contact center into a strategic asset by transforming into a customer-obsessed culture

Remove data siloes that make it impossible for me to do a meaningful analysis of my customer’s experience

Understand my customer’s journey and their sentiment to dynamically tailor improvements to drive higher loyalty and lifetime value

Identify my “at risk” customers so I can “close the loop” and be proactive in serving them better

Improve my customer experiences by assessing and fully leveraging their sentiment in real-time


Three actionable steps to better experiences

Measure the customer’s experiences across all

touchpoints in your organization

Listen

Seamless bi-directional integrations break down data siloes providing a

360 degree view of customer journey

Analyze

Become predictive and proactive. Make informed automated decisions to improve

experiences and business outcomes

Predict

Let’s take at look at the customer journey

PR

RADIO / PRINTTV / OUTDOOR

WORD-OF-MOUTH

ONLINE DISPLAY

SEARCH

PAID CONTENT

EMAIL

3RD PARTY SITES

SOCIAL MEDIA

WEBSITES / LANDING PAGES

DIRECT MAIL

CALL CENTER

SALES REP

MOBILE APP

WEBSITE

WEB SELF-SERVICE

SOCIAL

CHAT

COMMUNITY

SURVEY

LOYALTY PROGRAM

EMAIL

OFFERS

CALL CENTER / IVR

OFFERS IN INVOICE

MAILINGS

AWARENESS CONSIDERATION PURCHASE SERVICE EXPANSION

PR

RADIO / PRINTTV / OUTDOOR

WORD-OF-MOUTH

ONLINE DISPLAY

SEARCH

PAID CONTENT

EMAIL

3RD PARTY SITES

SOCIAL MEDIA

WEBSITES / LANDING PAGES

DIRECT MAIL

CALL CENTER

SALES REP

MOBILE APP

WEBSITE

WEB SELF-SERVICE

SOCIAL

CHAT

COMMUNITY

SURVEY

LOYALTY PROGRAM

EMAIL

OFFERS

CALL CENTER / IVR

OFFERS IN INVOICE

MAILINGS

AWARENESS CONSIDERATION PURCHASE SERVICE EXPANSION

Today the contact center has a limited view

Not Aware Not AwareContact Center

Signs up for competitor program to get 5% off and 1

yr extended warranty

PROBLEM SELF SERVES CALLS SUPPORT

NO RESOLUTION DEFECTION

Out of town for 3 weeks

Finds puddle on floor

Damage to floor

Finds refrigerator problem

Determines freezer issue

Ice maker is issue

Shuts off water

Finds potential parts

Uses Social Media

Goes to company support page

Goes to company for parts – VERY

EXPENSIVE

Calls support to confirm parts

Lands in IVR

On Hold for 10 minutes

Frustrated

Connects with agent – asks for information

Agent cannot confirm parts fit

Agent does not know Mike’s history

Finds competing company

Purchases new refrigerator

No Resolution

Frustrated – company sends survey and Mike does not respond

Mike immediately searches ”Best Refrigerator 2020”

They need a 360 degree full company view


Opportunity Opportunity


Opportunity Opportunity


Creating sentiment-savvy agents

Displays customer survey responses while agent is interacting with customer via call, chat, or email

Agents see timeline of customer’s previous experiences along the journey, such as NPS, CES, CSAT scores

Customer Experience Journey


Know how your customers are ranking your agents

Agents see how customers are ranking them for various attributes like friendliness, knowledge, communications skills, etc.

Supervisors see overall NPS and CES trends and insights about their teams and agents

Customer Experience Analytics


Webex Teams


Oregon

Virginia

Texas

California

London

Frankfurt

Amsterdam

Ohio

NA / RoWdata centers European

data centers

New data centers to keep your data closer

© 2019 Cisco and/or its affiliates. All rights reserved. This document is .

New data center in Frankfurt

dedicated to Webex Teams

Second WebexTeams data

center in Oregon


Solution: New data residency options for Webex Teams

Messaging analytics

On-prem encryption Keys

Meeting recordings

Encryption keys in region

PII and AuthN/AuthZ

Localized media processing

Webex calling (Broadsoft)

On-prem UCM cloud devices

Messages, files, whiteboards

Meta-data (search, device registration)

New data residency control capabilities Existing capabilities

Phase 1 Phase 1


• Reduce latency and ensure service availability by keeping your data closest to application users

• No need to provision multiple, guest accounts and separate spaces for cross-country, cross-company collaboration

• Easily collaborate across companies and national borders, knowing you have visibility and control of your data

• Keep your data closer to your region for security and privacy

Benefits of new data residency options

Secure and compliant cross-company, cross-

border collaboration

Better application performance and

administrative simplicity

Choose where and how your data is

stored

• Choose where your data is stored via country selection in Webex Control Hub provisioning

• Visibility into content shared with external regions

• Prevent external communications if you choose

1 2 3


Guest access to Webex Devices

Give guests access to use Webex Devices to join meetings and wirelessly share from a browser – without opening access to your network.

• Wireless sharing to Webex devices, without installing a client or logging in

• Convenient for guests

• Share entire screen, an app or a specific tab

• Browse to devices.webex.com and find your sharing code on screen or under “Share”


Improving Messaging Efficiency in Webex Teams

Users can give a quick thumbs up reaction and manage their spaces for a clean view in their Teams app

Easily react to a message

Reactions

Keep your focus on the spaces you use most

Hide Spaces


Status enhancements in Webex Teams

Users have more control over sharing their status and availability

Users can customize their status in their own wordsUsers able to set a time limit on the status (Q4 CY)

Displays user availability based on any type of meeting –not just on Webex!

Users can opt in or out

Custom presence status Real time calendar availability


Webex Meetings


Optional Webex Meetings module in Teams

Users experience the familiar, full featured Webex Meetings when joining a meeting through Webex Teams

* Will be suitable only for some Webex Teams customers; caveats apply and are listed in the notes section.

Pop-out to Webex in-meeting Experience from Webex Teams


Cisco Webex for Microsoft Teams users

Microsoft Teams users can enjoy joining the power of Cisco Webex MeetingsMicrosoft Teams users can seamlessly schedule, start, or join Cisco Webex Meetings from within Microsoft Teams with new added features such as:• Real-time meeting notifications

• Meeting information, see who has already joined and Join Button

• View meeting recordings list and play recordings from there

• Recording notifications with play button• And more! (full list in Notes)

Microsoft Teams users can make calls using Jabber or the Webex Calling app from within Microsoft Teams (EFT Q1 2020)


Cisco Webex for Slack users

Slack users can enjoy joining the power of Cisco Webex Meetings

Slack users can seamlessly schedule, start, or join Cisco Webex Meetings from within Slack:• Start and join meetings directly in their channel• *** Schedule meetings through flexible user

interface• *** List meetings and recordings with specific time

frames• Preview your upcoming meetings and join from the

list• Edit or cancel a scheduled Webex meeting• And more! (full list in Notes)

Slack users can make calls using Jabber or the Webex Calling app from within Slack (Q1 2020)

*** Better than Zoom


Webex Edge Audio

Cisco Unified CM

Z

Expressway C/E

Webex Edge Audio

Meeting


Unified CM support only• 10.5 or later

Cisco UCM registered IP phones• Supporting G.711 or G.722

Expressway support only• X8.10 or later• Can use existing Expressway C/E deployment• Audio scale dependent on Expressway deployment

and services enabled.

Webex site • WBS 33.x or higher• Included in Flex, A-WBX and A-SPK SKU need the

Webex Edge Audio package• Not available on CCA-SP, CCA-ENT or TSP sites.

• Requires migration to Webex Audio Site

Requires a signed certification from a Cisco trusted Certificate Authority (CA)

Cisco Webex Edge AudioArchitecture requirements

IP Phone

Cisco Unified

CM

Customer Premises

Media Path

Z

Expressway C/E

Webex Edge Audio

Signaling

Meeting


Cisco Webex Edge AudioDial in Signaling Call Flow with and without Edge Audio configuration

IP Phone

Cisco Unified

CM

Customer Premises

Z

Expressway C/E

Webex Edge Audio

Signaling

Meeting

SIP Trunk

IP Phone

Cisco Unified

CM

Customer Premises

Z

Expressway C/E

Webex Edge Audio

Signaling

Meeting

PSTN

PSTN GW

User dials E.164 Webex Access number that does not have anassociated Edge Audio route pattern in Cisco UCM

User dials E.164 Webex Access number that does have anassociated Edge Audio route pattern in Cisco UCM


• Hardware• Webex Desk Pro• Bluetooth Headset 730• Webex Room USB

• Webex Contact Center + Calling• Webex Experience Management• Webex Teams + Meetings

Agenda

Date post:	01-May-2020
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