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Transcript of Cisco contact center
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© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Public
Introduction to Cisco Contact Contact Center features
Ottawa Collaboration Workshop SeminarPeter Cherny – Consulting System Engineer, Sales
Sheila Smith – Product Sales Specialist, Sales
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• Introduction to Cisco Contact Center • Finesse desktop experience• Omnichannel with Cisco Context Service• CUIC Reporting• Demo• Q&A
Agenda
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Introduction
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Contact Center Portfolio Coverage
1 to 20 21 to 40 41 to 99 100 to 399 400 to 999 1000+
Contact Center Express
Contact Center Express
Packaged Contact Center
Enterprise
Contact Center Enterprise
Tota
l Add
ress
able
Mar
ket (
Milli
ons)
Seat Segment400 to 1500 1500+
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Finesse
Contact Center Express 11.5Web Chat
Finesse Email
VoicePreview Outbound
Video
Workforce Optimization
Advanced IVR
Reporting
Virtualized
Predictive Outbound
Social
Ecosystem
ContextServiceContextService
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Elements of Finesse Desktop
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Finesse 11.5 Desktop ElementsAgent StatusIncludes a timer for time in state and if caller is on hold will show length of hold time
Tabbed InterfaceTabbed Interface and in
11.0 includes context services tab
Expand GadgetExpand or contract gadget to whole browser window
Show/Hide ToolbarMake more room by hiding the toolbar
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Finesse 11.5 Desktop Elements
Multichannel ControlAvailable when enabled in Finesse Desktop Admin
Media Control
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Finesse 11.5 Features
• Customizable Gadgets!!
• Multiple Call Variable Layouts
• Multiline Support – up to 4
• Wrap-Up codes & Phonebooks
• Account Lockout on 5 Failed Logins
• SHA256 Certificates
• VDI & VXI Support• Citrix XenDesktop• VMWare View
• Enhanced or Premium License Only
• MultiChannel Media Control• Call / Chat / Email Control Gadgets
• Silent Monitoring via UCM (oob)
• Recording via MediaSense or Workforce Optimization
• Outbound Options • Predictive• Progressive • Direct Preview
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Finesse 11.5 Web Chat Interface
Chat Tab
Predefined Responses
Chat Notification
Chat Room
Chat Notification
Chat transcripts can be downloaded by the customer and are also stored in SocialMiner for 30 days
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Finesse 11.5 Agent Email Interface
PredefinedResponses
Notifications
RequeueDiscard email
ResponseNot written
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Finesse Email support extended
CCX Email with SocialMiner support now made available for:1. Exchange 20102. Exchange 20133. Office365*
*Office365 support involves the introduction of SOCKS proxy settings being introduced into
UCCX and SMBRKCCT-2035 12
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Outbound AgentDirect Preview, Progressive and Predictive
§ 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
8/18/16
§ Direct Preview mode – When the agent accepts the contact, the outboundcall is made
8/18/16
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Outbound AgentCallbacks and Call Reclassification
§ The call starts as voice and can be reclassified multiple times back and forth
§ The Reclassify button and “BA Response” call variable show the current call classification
Agent who receives a direct preview outbound call will see the Reclassify button
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Infrastructure Support
Desktop
Windows 10
Windows 7
Office 365
Microsoft Exchange2016, 2013, 2010
Browser Support
Chrome Firefox Internet Explorer
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Cisco Finesse: Incoming Contact NotificationVoice, Email, Chat
NEW
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Value Size Me…
Finesse 10.x Finesse 11.x Note
Max # of Team Wrap Up Codes
100 1500 No change to Global or codes per Team
Max # of Team Phonebooks 50 300 No change to Global Phonebooks
Max # of contacts across all phonebooks
1500 50,000 Max # contacts per call control gadget unchanged
Max Round-trip between Finesse client and server
200ms 400ms Huge change to ensure fewer issues with slower WAN links
Call Variable Layout 1 200 Define up to 199 custom variable layouts in 11.0
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Single Sign On (SSO)
• SSO (Identity Service) embedded with CCX for Finesse and CUIC• Serviceability for IdS provided by usual
means• IdS cluster in 1+1, Active-Active
• CCX deployment can be SSO ON or OFF• No hybrid mode• In 11.5, FIPPA not supported if SSO enabled
• On boarding of CCX and its components integrated into AppAdmin• IdS Management interface cross launched
from AppAdmin• Setup is easy for full SSO enablement of a
CCX deployment with 4 easy steps
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CTI
Office Phone (SJ) 3000
Home Phone (SF) 4155551212
Cisco® 9971 Device Enterprise
DN: 3000
PBX Phone(RTP) 9197771313
CTI Remote DeviceEnterprise DN: 3000Remote Destination DN (DVO): 4155551212 (Home)Remote Destination DN (DVO): 9197771313 (PBX)
Third-Party PBX (RTP)
Unified CM
Cisco User
Cisco Jabber/Third-Party Client
PSTN
Remote Agent over PSTNExtend and Connect
§ Extend and Connect feature is configured for agents and supervisors on third-party remote devices to accept inbound and outbound calls
§ Extend and Connect works with Cisco Jabber® for Windows in Extended mode, and the new CTI Remote Device enables applications to have limited call control capabilities
§ Silent monitoring or remote monitoring on home agents using Extend and Connect is not supported
§ Extend and Connect feature is available with Enhanced or Premium license
§ As home agent- Accept, transfer, conference, disconnect - Persistent connection and call-by-call support
§ Limited supervisor functionality- Recording will be supported with gateway forking
(MediaSense)
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Cisco UCCX Feature MatrixFeatures 8.0 8.5 9.0 10.0 10.6 11.0 11.5
Virtualization ü ü ü ü ü ü ü
Cisco Unified Intelligence Center X XX ü ü ü ü ü
Finesse Desktop X X X ü ü ü ü
Customer Web Chat X X X ü ü ü ü
Customer Email / Mixed Mode X X X X ü ü ü
Video Enabled Contact Center X X X ü ü ü ü
Outbound > Predictive and Progressive X X X ü ü ü ü
Live Data for Cisco Unified Intelligence X X X ü ü ü ü
IP Phone Agent for Finesse X X X X X ü ü
Context Services X X X X X ü ü
Agent All Field/CSQ by Shift X X X X X X ü
Single Sign On X X X X X X ü
Email Live Data X X X X X X ü
Support for Chrome Browser X X X X X X ü
ü ü
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Post Call Treatment/Survey
IF
http://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/119428-technote-uccx-00.htmlBRKCCT-2035 21
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REST APIs in UCCX
UCCX
CUCM
SocialMiner
MediaSense3rd-party Chat Media + SM API + UCCX Skill Based
Routing = Awesome Flexibility!WeChat ßàSocialMiner
API Gateway
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Finesse and CAD
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CCX/CCE - CAD EOL Timelines
Date Event
Jan 2015 Formal EOL Announcement
July 17, 2015 End of Sale
October 17, 2015 Last Ship Date
July 16, 2016 End of SW Maintenance
July 31, 2018 Last Day of Support
Formal EOL announcement:http://www.cisco.com/c/en/us/products/collateral/customer-collaboration/unified-contact-center-enterprise/eos-eol-notice-c51-733718.html
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CAD and Finesse Mixed Mode
10.5(x) 10.6(1) 11.0(x) 11.5(x)
Cisco Agent Desktop - IPPA
Cisco Finesse
UCCX Standard
UCCX Enhanced
UCCX Premium
Finesse - IPPA
Cisco Agent Desktop
Cisco Finesse
Cisco Agent Desktop
Mixed Mode
Finesse - IPPA
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Cisco Finesse IP Phone Agent Functionality
• Agent Functionality via Cisco IP Phone
• Agent State• Ready• Not-Ready Codes
• Wrap-Up Codes• Caller Data• Queue Data• No Supervisor Controls
Finesse - IPPA
11.0(x) +
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Cisco Finesse IP Phone Agent LicensingStandard Seat License• Finesse IP Phone Agent Only• No Finesse Supervisor Controls or Finesse Desktop• Licensing will change in 11.5 and the Standard license will no
longer be available.
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 cannot use FIPPA and Finesse Desktop at same time
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Phones Supported with Cisco Finesse IPPA
78xx Series• 7811• 7821• 7841• 7861
88xx Series• 8811• 8841• 8851• 8861 +• IP Communicator
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Cisco Digital Contact Center
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What is a Digital CC experience?
Omnichannel
Voice
ContextEmailChat
• Ties interaction between media components
• Smart agent routing to previous agent or contextually based
• Track and search customer history
Digital CC
Digital CC
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Context ServiceCloud-Based Storage of Customer Interaction Data (History)
§ Enables a complete view of thecustomer journey
§ Better-informed agents provide asuperior experience
§ Out-of-the-box Cisco® platform integration
§ Open web interfaces enablepartner applications
DeliverOmnichannelSeamlessly
Mobile
IoE
Phone
IVR
Customer Journey
Cisco Customer Collaboration Platforms Partner Applications
Web
Retail
SMS
Social Media
Chat
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Bob’s Situation
• Bob and his family were out of town
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Bob’s Situation
• Bob’s unprotected home was burglarized
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Bob’s Situation
• Found house ransacked
• Rear door forced open
• Valuables and sentimental items missing
• Family feels violated
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Security System Needed
• Bob’s a very handy guy
• Want’s to install himself
• Has specific requirements
• Starts searching the web
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Bob’s Security System Journey
• Finds
• Likes the numerous options available
• Narrows the choices down
• Has product and availability questions
Top2BottomSecurity.com
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Bob Consults with Sales on Web Chat
• Creates Top2Bottom.com user account for 10% discount
• Offered live Web Chat
• Obtains answers (from Mary)
• Continues to research and ponder
Top2BottomSecurity.com
Bob
I’m interested in the following products. I have availability and warranty questions.
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Context Service in the background
• Key elements about Bob and the Web Chat session sent to Context Service
• Unique ID• Date and Time• Inquiry type (Sales)• Sales Agent (Mary)• Other
• Context Service data available for subsequent interactions
CiscoContext Service
POD
POD = Piece of Data
POD
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Bob Needs Technical Information - Sends Email
• Getting closer to making a purchase decision
• Requires technical information
• Uses Email form on Tech Support page
• Tech Support agent (John) receives Email inquiry and responds
• Bob continues to digest info
I have questions regarding…
Also, can you please send me technical specifications and the programming guide for…
[email protected] Request
Top2BottomSecurity.com
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Context Service In the background
• Key elements about Bob and the Email dialog sent to Context Service
• Unique ID• Date and Time• Inquiry type (Technical)• Email agent (John)• Other
CiscoContext Service
POD POD
POD = Piece of Data
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Ready to Purchase - Places a call
• Bob is fairly confident but wants to validate selections
• Bob calls 800-TOP-2BOT order line
• POD’s accessed to identify best available agent for Bob and to present info to agent
• Mary (prior chat agent) is available and presented the call
CiscoContext Service
POD POD
POD = Piece of Data
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Bringing It Together
• Prior agent selection leveragedü Same rep as the live web chatü Richer dialog
• Mary has visibility to key prior interaction context within Cisco Finesseü Her Web Chatü John’s Email
• Mary validates Bob’s product selections and processes order
Context Service Finesse Gadget
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Conclusion
• Bob is very impressed with
• Personalized customer experienceü Continuityü Prior interaction awareness
• Simple… minimal effort
• Highly recommends
• Will do more business
• Bob’s family feels safe and happy
Top2BottomSecurity.com
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Context Service for Multichannel – 11.5
Chat/Email ContactContact Injected
into CCX
Context Gadget on Finesse
Unified CCX
Customer Request
PodPod PodPodPOD
Chat
SocialMiner
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CUIC Reporting
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CUIC 11.5 User Interface
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CUIC 11.5 – Favorites and Search
Toggle FavoritesSet reports you want to be favorites and toggle to see those instantly
New Search FeatureSearches as you type
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CUIC 11.5 - Thresholding
Dynamic ThresholdsSet thresholds on the go
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Dashboards
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Permalinks
§ Direct http type of link to the report view
§ Enables report access through various devices
HTML
§ Provides a link to an XML structure
§ Used to create custom formatting
XML
§ Show the report in Excel§ Enables to use Excel
filters and format functions
EXCEL
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CUIC 11.5 Licensing
CUIC Premium
UCCX CUIC Standard is included in all license versions of UCCX
CUIC Premium to be bundled
into UCCX pricing model at 11.5 with
Agent Premium licenses
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Standalone CUIC
• External CUIC to generate UCCX Historical reports• Single reporting solution for all components• Ability to assign users who are not part of UCCX user space
• Co-resident CUIC is still available• Standalone and Co-res CUIC versions must match
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Summary
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Summary
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Thank you