Michael Ahrensburg, Consulting Systems Engineer

Morten Skanner, Partner Systems Engineer

20th of October 2015

Cisco Virtual Update (CVU)

Contact Center Express 11.0

Agenda

Overview

New 11.0 Feature Set

Context Service

CAD & CTI-OS Migration

Development Partners

Questions and Feedback

Overview

3

Unified CCX - All In One Solution

OptionsPredictive ,

Progressive

Outbound

ASR/TTS*

Quality

Monitoring/Workforce

Management

High Availability CRM Connectors

All in One SolutionRobust and Proven

Easy to UseEasy to Deploy

Applications Platform3rd-Party Spec-Based

Unified Computing System

Contact Center ExpressVoice, Video

IVR

API

Reporting

Business Edition 6000

Business Edition 7000

Agent Desktop Cisco Finesse

Web Chat, Email

Social Media

* S+

Cisco Finesse

• Browser-based agent desktop for easy management & upgrades

• Designed to empower agents via user-centered design product

• Flexible and Expandable – Finesse is a web gadget container

• Developer Friendly Web API

Flexible Gadget Container

Side-by-Side Gadgets

Each Finesse tab can

have a different number

of columns

Maximize Gadgets

Individual Gadgets can

be maximized and then

restored

• Mini-web pages assembled into a larger webpage

• Administrators define agent and supervisor layouts

• A la carte approach to agent desktop

• Utilize OpenSocial for standards-based integration

• All applications that agents need (Cisco or 3rd party) contained within Finesse

New 11.0 Feature Set

Desktop

Finesse Replaces CAD

Finesse is the only available

Desktop in 11.0

Accessibility

• Agent Accessibility

• No Accessibility for Supervisor Gadgets

• Adherence with Web Content Accessibility 2.0 Level A Guidelines

http://www.w3.org/TR/WCAG20/

Multiple Call Variable Layouts Per System• Administrators define multiple call

variable layouts

• Administrators decide which layout to display to the agent by populating the user.layout ECC variable with the layout name

• Same mechanism as CAD – This means no changes to routing scripts for CAD customers who are migrating to Finesse

Cisco Finesse IP Phone Agent Functionality

• Agent Functionality via Cisco IP Phone

• Agent State

• Ready

• Not-Ready Codes

• Wrap-Up Codes

• Caller Data

• No Supervisor Controls

• No Queue Data

Cisco Finesse IP Phone Agent Licensing

Standard Seat License

• Finesse IP Phone Agent Only

• No Finesse Supervisor Controls or Finesse Desktop

• Customers/Partners are not entitled to use the Finesse API directly

Enhanced or Premium Seat License

• Agents can use Finesse IPPA or Finesse Desktop

• Agents can switch from Finesse Desktop to IPPA on-the-fly (PC Crash Use Case)

• Supervisors use Finesse Supervisor Desktop

• Agents are NOT allowed to use IPPA and Desktop at same time

Phones Supported with Cisco Finesse IPPA

78xx Series

• 7811

• 7821

• 7841

• 7861

79xx Series

• 7911

• 7942

• 7942

• 7945

• 7962

• 7965

• 7975

88xx Series

• 8811

• 8841

• 8851

• 8861

89xx Series

• 8941

• 8945

• 8961

Email Enhancements

• Discard Email

• Option for agents

• Historical Reports

Post Call Treatment

• Provides custom treatment to completed ICD call

• Call routed to IVR route point after the last agent ends the call

Post Call

Treatment

trigger DN.

Expanded Call

Variable for the

post call

treatment.

Increased System Parameters

Team Wrap-up CodesIncrease from 100 to 1500

Team Phone BooksIncrease from 50 to 300Contact increase from 1500 to 50,000

Increase Client to Server Max Round Trip Time

Finesse 10.x

Max Round-trip

time between

Finesse Client

and Finesse

Server

200ms

Finesse 11.0

Max Round-trip

time between

Finesse Client

and Finesse

Server

400ms

11.0 Browser and OS Compatibility

Operating System Supported Browsers

Windows 7 Internet Explorer 10

Internet Explorer 11

Firefox ESR 31 and higher ESR’s

Windows 8.1 Internet Explorer 11

Firefox ESR 31 and higher ESR’s

Mac OS Firefox ESR 31 and higher ESR’s

Outbound Enhancements

• Outbound campaigns

• Duplicate entries within imported list

• Dialing out same number within 24 hours

• Support for SIP trunks with CUBE

• CCX 10.6 and 11.0

Off-Box CUIC

Multiple Data Sources

Off-box CUIC

Historical Reports

Custom Reports

No user sync between CCX and off-box CUIC

New SKU for off-box CUIC with CCX

Toolbar Controls in Reporting Gadget

View

Selector

Play-

Pause Live

Data

View

Thresholds

Only

Online

Help

Maximize

Gadget

Expand-

Collapse

Dynamic

Field

Selection

Resize

Columns

Dynamic

Sorting

Same look and feel for Live Data reports and Historical reports

CUIC Reporting Enhancements

Context Service

Businesses have little

knowledge of their

previous interactions

with consumers across

multiple channels

Wasted

agent time

Consumer

frustration Existing solutions are

pricey, complex, or

proprietary

Context ServiceBusiness Challenges

Context ServiceCloud-based storage of customer interaction data

Mobile

IoE

Phone

IVR

Customer

Journey

• Enables a complete view of the customer journey

• Better-informed agents provide a superior experience

• Out-of-the-box Cisco platform integration

• Open web interfaces enable partner applications

Cisco Customer

Collaboration PlatformsPartner Applications

Web

Retail

Email

SMS

Social Media

Chat

Deliver

Omnichannel

Seamlessly

Context ServiceData Handling

Customer Request

Mobile

Web

Retail

Email

SMS

Social Media

PodPod

Phone

IoE

PodPod

Chat

Phone

POD

Cisco Customer

Collaboration PlatformsPartner Applications

IVR

Agent

TagTag

POD

Context ServiceSystem of Engagement

2

• Context Service is the System of Engagement

• Business applications continue to function as the System of Record

• A Request can map to one or more business applications to represent customer’s view

• One business process may consider issue as resolved but it may not be customer’s view

• Systems of record may communicate with each other via an Enterprise Service Bus without Context Service

RequestOmni-

channel

Business Process

Fulfillment

Marketing

CRM

Context ServiceOut of the box feature of CCE and CCX solutions

2

• New gadget in Finesse hosted from cloud

• Shows all Requests and PODs by Customer

• Org can customize fields layout via the new cloud management interface

Feature of Contact Center Express & Enterprise• Integrated with CCX Script Editor, Finesse, CVP Call Studio, EIMWIM, SocialMiner

2

CCX script editor

LookupCustomers

Look up a customer by an identifier – caller ID, account number, etc.

GetCustomerInfo

Get data from a Customer object and save it in script variables

CCX script editor

Get POD Info

Get data from a Customer object and save it in script variables.

RetrievePOD

Return last "n" PODs based on a customer ID provided

UpdatePOD

Update a POD on the Context Service Cloud

CreatePOD

Create a POD on the Context Service

Context ServiceExample Use Cases

• Customer Interaction History

• Route to last agent or preferred agent

• Route to same agent on channel shift

• Route based on customer sentiment from previous call

• Track IVR path

• Trending issues based on popular tags

• Agent search on similar issues by tag

• Build outbound campaigns based on tags

CAD & CTI-OS Migration

CAD/CTI-OS End Of Life Summary

• EOL process initiated in January 2015 for CCE & CCX

• CTI-OS will continue to be supported for ICM

• CCX 10.6 will be the last release of CAD for CCX

• CCE 11.0 will include CTI-OS/CAD for upgrades only

• Finesse is the only desktop option for new CCE 11.0 customers

CAD End-Of-Life Summary

• CAD in CCX 9 and CCX 10.x

• Unified CCX 10.6 is the last release of CAD

16 Jan 2015

EoL announcement

31 July 2018

End of Support

15 July 2016

End of SW Maintenance

Step #1 : Read CAD to Finesse Migration Whitepaper

http://www.cisco.com/c/en/us/products/customer-collaboration/finesse/white-paper-listing.html

Step #2 : Understand the Detailed Feature Set

Detailed Finesse feature set as compared to CTI-OS & CAD:

http://www.cisco.com/c/en/us/products/customer-collaboration/finesse/partner-resources-listing.html

Key Post 11.0 Gaps:

• Agent-Agent Chat

• CAD Workflow Parity

• Historical Reports

• Recent Call List

• Personal Phonebooks

• Direct Transfer / Post-Call Survey (CCX Only)

Step #3: Run a Pilot

• CCX 10.6

• Mixed operation of CAD and Finesse

• Every user on a given team must have the same desktop

• Web chat and email agents need to be flash cutover at start

• No data migration from CAD to Finesse

• Unified CCX 11.0 supports Finesse only

• CCE

• Mixed Mode Support with CTI-OS and CAD

• CAD - Every user on a given team must have the same desktop

• CTI-OS – Mix & Match CTI-OS and Finesse

Upgrade Paths to Unified CCX 11.0

Direct Upgrade

9.0(2) SU2, 10.0(1) SU1, 10.5(1) SU1, 10.6(1)

11.0(1)

Indirect Upgrade

8.0(2) SU4

8.5(1) SU4

10.6(1) 11.0(1)

Fresh Install

3.x, 4.x , 5.x, 6.x, 7.x 11.0(1)

Development Partners

Development Partner Integrations

• All Cisco Partners are encouraged to build integrations to Finesse

• Current Strategy

• If a partner builds something, Cisco helps publicize it

• Cisco doesn’t certify or endorse any particular partner product

Cisco Finesse Tech CenterDeveloper Resources for Partners & Customers

http://developer.cisco.com/web/finesse/home

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Questions and Feedback