Transforming the Contact Center with Cisco Unified Contact Center

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 1

Transforming the Contact Center with Cisco Unified Contact Center

April 2007


Agenda

Business Update and Value Proposition (getting wet)

Portfolio Overview (snorkeling)

Key Product Details (SCUBA)

Enhancement Details (Submersible)


Business Update and Value Proposition


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


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%


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


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


Contact Center Portfolio Overview


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


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


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


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


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


• 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


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


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


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.


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


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


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?


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”


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”


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”


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”


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


Key Product DetailsCCX and CCE


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


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)


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


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?


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


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


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.


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.


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


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



1. Select User Interface

2. Choose Task Button

3. Check Visible and Enter Hint

Description

4 . Customize Icon

5 . Add Action


6. Choose workflow

action and click

“New”

7. Fill in blanks

and click “OK”



How does CAD improve contact center productivity?

Agent Reports

Supervisor Chat

Team Message


How does CAD improve contact center productivity?

Agent State

Control

Barge In Intercept

Real Time Displays

Record Silent MonitorChat


Agent Experience - The 3rd Party Screen Pop

Auto Agent

login to SFDC


Agent Experience - The 3rd Party Screen Pop

Enterprise Data

Appears with Call

Search in SFDC on

ANI

Screen Pop on Record


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


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?


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



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



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



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



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


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


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


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


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


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



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



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



Real-time statistics Thresholds Text chat Team performance

messages Make agent ready Log out agent Silent monitoring Recording Coaching Barge-in Intercept



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



• ACD, Call Control and Outbound features• Supervisor Assist, Agent Statistics, Chat

Call Control Features

ACD Features

Assist Features

Tools: Stats, Chat, Record, Bad Call



• 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


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


Enhancement DetailsCCX, CCE, and Multi-channel


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


Contact Center Express 5.0


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


Contact Center Express Multi-channel Integration

Integrated configuration – agents, queues, teams

Integrated summary reporting

Integrated desktop for voice and multimedia


Cisco Outbound Option for Contact Center Express

Blended preview dialing

Basic campaigns for blended campaigns

Improves workforce utilization


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


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”


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


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


Cisco Quality Management – Contact Player

Recording Tree

Screen Capture

Evaluation Form

Call Meta Data

Player Controls

Action & CommentControls


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


Cisco Agent Desktops – WFM eAgent & w/KPIs

Cisco Agent Desktop

Agent Schedule

Toolbar Vacation Schedule

Schedule Requests

Agent Performance

Bulletin Board


Cisco Supervisor Desktops –WFM w/Team Adherence

Cisco Supervisor

Desktop

Agent Schedule

Adherence


Cisco Supervisor Desktops –Web eAgent Schedules

Cisco Supervisor

Desktop

Agent Schedules


Cisco Supervisor Desktops – WFM w/KPIs

Cisco Supervisor

Desktop

Agent Metrics

Agent Performance


Contact Center Enterprise 7.2


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


New Multi-channel Capabilities


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


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


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


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


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


Questions?

[email protected]


Date post:	17-Jan-2018
Category:	Documents
Upload:	geraldine-perkins
View:	229 times
Download:	0 times

Transforming the Contact Center with Cisco Unified Contact Center

Documents