Unified CCX 10.6 Update

Michael Büning

UC Consultant

Februar 2015

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Agenda

What’s new with Unified CCX 10.6 & 10.5

Deployment Simplification

User Experience Enhancements

Extended Value with Workforce Optimization 10.5

Kunden Service Plattform

ist die

Visitenkarte

des Unternehmens

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Flexible

Scalable

Full-Featured

Packaged

All-in-One

Cisco Unified Contact Center Enterprise

Cisco Unified Contact Center Express

Packaged Contact Center Enterprise

Cisco Customer Collaboration Platforms

Hosted Collaboration

Solution for Contact

Center (HCS-CC)

Now

providing

solution for

20 to 12k

seat end-

customers

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Cisco Unified Contact Center Express

All in One Solution

Easy to Deploy

Easy to Use

Application Platform

Unified Communications Manager

Business Edition 6000 and 7000, Spec-based HW

SocialMiner

Options

High Availability

ASR/TTS

Outbound IVR Workforce Management

CRM Connectors

Quality Management

Desktop Application Finesse

Cisco Agent Desktop

5

Contact Center Express

Voice, Video

IVR

API

Reporting

Chat, Email

Social Media

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User Experience Omnichannel Extend Value

Unified CCX 10.5 & 10.6

• Blended Outbound

• Multi-session Web Chat

• Agent E-mail with Finesse

• Video with Jabber Guest

• Simple to Deploy

• Reporting for new functionalities

• APIs

• CRM Connectors

• Quality Management

• Workforce Management

• IPv6

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Agent E-mail

• Blended voice, email, web chat

• MS Exchange 2013, 2010

Predictive Outbound Agent

• Predictive and Progressive outbound capability for proactive customer care.

• Call Progress Analysis at Gateway for improved agent productivity

Enhanced Web Chat

• Better customer care experience with additional channel

• Multiple session capability allows better productivity

Cisco Finesse Enhancements

• Multiline and Extension mobility for agent productivity

• Localization supports global requirements

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Agent E-Mail

Functionality Packaging

Simple to Deploy

• Blended voice, email, web chat

• Two choices for routing

algorithms

• Most skilled agent

• Longest available agent

• Route to same agent who

handled last response

• Rich text editing

• Re-queue to CSQ, Attachments

• Predefined responses (500)

• MS Exchange 2013, 2010

• Standards based - IMAP/SMTP

• Included with the

premium seat license

• 60/120 agents

depending on

deployed OVA

• Email media handling

with SocialMiner

• Finesse Gadgets

• Complete configuration

in 3 simple steps

SocialMiner

New

with

10.6

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New

with

10.6

Email - Agent Activity Report

Email – Traffic Analysis Report

• Presents statistics of the email-

enabled agents on a per day

basis.

• Gives the count of email messages

that are received for each CSQ.

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Outbound Agents

• Direct Preview, Predictive and Progressive dialer with Finesse

• Up to 150 concurrent outbound sessions

• Separate license required

• CAD supports Preview only

• Blended Inbound and outbound operations

• Call Progress Analysis with ISR Gateway

• Outbound reports

• Campaign Management with API support

Predictive and Progressive

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Cisco Finesse Preview Outbound

• All Outbound Modes – Agents are put in “Reserved (Outbound)” State

• Direct Preview Mode - A reservation call lets the agent decide how to respond to the contact

• Direct Preview Mode- When the agent accepts the contact, the outbound call is made

Direct Preview Outbound

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Campaign Management

• Configurable timings

• Attempts and Callback settings

• Dialing Options

• Lines per Agent

• Predictive Correction Pace and Gain

• Various treatments

• Dial Settings

• Retries

• Assigned Contact Service Queues

• Import Contacts

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Web Chat Enhancements

• Multi-Session ( upto 5) with Finesse

• 60/120 concurrent sessions

• Predefined Responses

• Audible Alert

• Agent Alias

• Transcript Download

• Live Data and Historical Reporting

• Blended (Configurable) Voice/Chat Agent Operations

• Available with Premium Agent Licensing

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Video Care with Jabber Guest

Functionality

Packaging

Simple to Deploy

• Two way video interaction using

Jabber Guest

• Video in queue (non-interactive)

using hold step and VoH

• Finesse for Agent desktop

• Normal Unified CCX reports for

Video calls

• Audio only

• Silent monitoring

• Recording with UCM based

recording

• Interaction for initial IVR

treatment

• Intercept, conference and barge in

with Video requires MCU

• Collab Edge

infrastructure required

along with Jabber

Guest

• Video on Hold needs

MediaSense

• Finesse Only

• 10.5(1)SU1 and later

• Endpoint support for

89xx, 99xx, DX650, EX

series

• Simple to configure

web URI for the

website or SDK for iOS

application

New

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Finesse Gadget Container Enhancements Multiple Columns of Gadgets

Side-by-Side Gadgets

Each Finesse tab can have a

different number of columns

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CRM Connectors

• Available as S+

Salesforce.com (IPCX-BS-SF-VAGT)

Microsoft Dynamics (IPCX-BS-MSD-VAGT)

Installation, maintenance Service to be purchased from B+S

Salesforce

• Sales Cloud and Service

Cloud

• Salesforce Console

Microsoft Dynamics

• CRM 2011 and 2013 Online/On Prem (web client only)

• Web-based gadget for agent state and call control

• 100% browser-based (no client-side installation)

• Integration to CCX via Finesse Services REST API

• Flexible screen pops with customer and interaction history

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Deployment:Features

• Upgrade from CCX 9.0(2)

• Fresh Install for CCX 10.x

• IP address change

• Hostname Change

Benefits

• The solution helps optimize use of critical collaboration

infrastructure and resources.

• Rapid isolation of problems and accelerated troubleshooting

reduce mean time to repair (MTTR).

Assurance: Features

• System Health Monitoring/Trending [CPU, Memory,

Disk]

• Voice Services Monitoring [Up/Down status]

• Reachability Monitoring

• Syslog based alerting (customizable)

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Unified CCX : E.164 with Finesse

• Agent Desktop

• Agent extension

• Display of Incoming call

• Phonebook and Keypad

• Configuration

• Route point ( Trigger)

• Configuration API for Route Point

• Reporting

• DB schema, Intelligence Center

• Script Editor

• Call control steps

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• Call Control Group (CTI Port)

• Outbound Contact List

CCX 10.0 CCX 10.5

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Access to Reports and Dashboards via Intelligence Center

• Live Data reports (grid) with improved UI

• Real-time and historical Dashboards include charts, grids, web content, notes to team

• Wizard-based interface to extend reporting to data sources inside and outside contact center

• Highly customizable look and feel

• User Groups & Access Control to data, reports and capabilities

• Thresholds & Drill Downs

• Time Zone Preference

Features

• Automate manual consolidation of data in a single dashboard

• Reduce customization costs via end-user access to some customization

• Increase speed to find information pre-configured drill-down information

Benefits

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Workforce Management 10.5

Workforce Management

• Multi-Channel Forecasting

• Agent Schedules on Mobile

• Copy/Paste Support for Forecast Edit & Distribution

• Abandoned Calls Metric in Agent Schedules

• User Interface Refresh

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Quality Management 10.5

Quality Management

• Finesse Gadgets for recording controls

• Live Screen and voice monitoring

• Eliminate Java Dependency

• Whisper/Barge-In Feature

• Points based Evaluations

• Hyperlink access to recordings

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Reduce costs with:

• Speech enablement

• Database Integration

• Generic REST API

• Custom Java Programming

• Enterprise data integration with Agent desktop applications

• Third-party integration

CCX Editor

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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

• Integrations are not sold directly from Cisco

Thank you.

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Available Reports

Chat Historical Reports

Chat Agent Detail Report

Chat Agent Summary Report

Chart CSQ Activity Report

Chat CSQ Agent Summary Report

Chat Traffic Analysis Report

Inbound Historical Reports

Abandoned Call Detail Activity Report

Aborted Rejected Call Detail Report

Agent Call Summary Report

Agent Detail Report

Agent Login Logout Activity Report

Agent Not Ready Reason Code Summary Report

Agent State Detail Report

Agent Stat Summary by Agent Report

Agent State Summary by Interval Report

Agent Summary Report

Agent Wrap Up Data Summary Report

Agent Wrap Up Detail Report

Call Custom Variables Report

Called Number Summary Activity Report

Common Skill CSQ Activity Report

Contact Service Queue Activity by CSQ Report

Contact Service Queue Activity Report

Contact Service Queue Activity Report by Interval Report

Contact Service Queue Call Distribution Summary Report

Contact Service Queue Priority Summary Report

Contact Service Queue Service Level Priority Summary

Report

CSQ Agent Summary Report

Detailed Call by Call CCDR Report

Detailed Call CSQ Agent Report

Priority Summary Activity Report

Traffic Analysis Report

Agent Live Data Reports

Agent CSQ Statistics Report

Agent State Log Report

Agent Statistics Report

Agent Team Summary Report

Email Historical Reports

Email Agent Activity Report

Email CSQ Activity Report

Email CSQ Agent Activity Report

Email Inbox Traffic Analysis Report

Email Resolution Detail Report

Email Response Detail Report

Outbound Historical Reports

IVR Outbound Campaign Summary Report

IVR Outbound CCDR Report

IVR Outbound Half Hourly Report

Preview Outbound Agent Detail Performance

Report

Preview Outbound Campaign Summary Report

System Historical Reports

Application Performance Analysis

Report

Application Summary Report

License Utilization Hourly Report

Remote Monitoring Detail Report

Supervisor Live Data Reports

Team State Report

Team Summary Report

Voice CSQ Agent Detail Report

Voice CSQ Summary Report