Cisco Live 2014 - d2zmdbbm9feqrf.cloudfront.net–Call Recording •Contact Center ... •Genesys...

BRKCCT-1051

Jim Lundy, Product Manager @FluxPM

Cisco Unified Contact Center Enterprise and Customer Voice Portal Overview and Roadmap

© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public

Disclaimer

• The Cisco products, services or features identified in this document may not yet be available or may not be available in all areas and may be subject to change without notice, and Cisco will have no liability for delay in the delivery or failure to deliver any of the products or features set forth in this document. Consult your local Cisco business contact for information on the products or services available in your area.

• You can find additional information via Cisco’s World Wide Web server at http://www.cisco.com. Actual performance and environmental costs of Cisco products will vary depending on individual customer configurations and conditions.

3

http://www.cisco.com/


Key Topics

• Market Outlook

• CCE Solution Overview

• UCCE / CVP Update

Enterprise

4


Top Three Trends

• Consolidation and Centralization of Infrastructure

– Requires multi-tenancy for department autonomy

• Cost Optimization

– Desktop Virtualization and Gadgets

– Server Reduction

– Self-Service

– Multi-Media

– Call Recording

• Contact Center Focus

– Simplicity of Operation Coupled with Advanced Application Use

Contact Center

Source: Gartner Group

5


Waves of Customer Collaboration Innovation

IDEO

Drive, run, or walk to your customers with technology, information,

and personalized service.”

Tom Kelley

“

Wave 2:

Relationship

Wave 1:

Cost

Wave 3:

Experience

6


Web Site

Customer Interaction Dynamics

• Repeatable transactional activity deflected to web and mobile channels

• Live support role evolving to:

– Exception handling

– High touch consulting (adding video, collaboration)

– Cross channel conversations

Agents

IVR

Agents

Mobile

IVR

Agents

Web Site

IVR

Agents

7


Market Differentiating Quality

Open S1-S5 Defects

Zero

Testing Automated

100%

Running Nightly

Test Pass Rate

100%

Build Integration

Continuous

Static Analysis Violations

Zero Code Complexity

Low

Monitored Constantly

Detail Design, Code, and Test

Reviews

All Checkins

Rapid Customer Feedback of New Feature & Quality

via Sprint Demos

Resulting Success

4.04 4.02

4.09

4.21

4.33

3.95

4.05

4.15

4.25

4.35

CBABU CSAT

819

104 50 25

0

200

400

600

800

1000

UCCE 7.0FCS

(Waterfall)

UCCE 8.0FCS

(Agile)

UCCE 9.0FCS

(Agile)

UCCE 10.0Current(Agile

UCCE Open Defect Backlog

Less is More

Reduced portfolio ‘lines of code’ from ~20M to 9M, while adding:

• Precision Routing

• CUIC

• Finesse

• MediaSense

• SocialMiner

• Packaged CCE

• HCS-CC

• Livedata for PCCE

• CC for BE6K

8


Worldwide Contact Center Market Share (Rev)

• Avaya leads with 35.3% market share

• Cisco second with 18.7% market share

• Cisco has closed market share gap with Avaya by 6.9 points since 2009

• Genesys and Interactive intelligence are in third and fourth positions with 10.1% and 9.1% market shares respectively

Source: Synergy

0%

10%

20%

30%

40%

2009 2010 2011 2012 2013

Avaya

Cisco

Huawei

Genesys

Aspect

ININ

9


North America Contact Center Market Share (Rev)

• Avaya leads with 36.0% market share

• Cisco is second with 28.5% market share

• Cisco has closed market share gap with Avaya by 17.3 points since 2009

• Interactive intelligence and Aspect are in third and fourth positions with 14.0% and 10.2% market shares respectively

Source: Synergy

0%

10%

20%

30%

40%

50%

2009 2010 2011 2012 2013

Avaya

Cisco

Mitel NEC

Aspect ININ

10


Contact Center Joins Cisco Collaboration Leadership

Gartner “Magic Quadrant for Contact

Center Infrastructure” by Drew Kraus,

Geoff Johnson & Steve Blood, June 2013.

This graphic was published by Gartner, Inc. as part of a larger research document

and should be evaluated in the context of the entire document. The Gartner

document is available upon request from Cisco Systems. Gartner does not endorse

any vendor, product or service depicted in its research publications, and does not

advise technology users to select only those vendors with the highest ratings.

Gartner research publications consist of the opinions of Gartner's research

organization and should not be construed as statements of fact. Gartner disclaims all

warranties, expressed or implied, with respect to this research, including any

warranties of merchantability or fitness for a particular purpose.

Contact Center Drives Cisco Collaboration Leadership

11


Cisco Customer Collaboration Contact Center Results

#2 ACD Share

Quality Awards

30% in NA Closed gap on Avaya by 7

points WW since 2009

Execution of #1 Plan

2014 CRM Service Awards: • Winner in CC Infrastructure

• Leader in IVR CBABU Customer Sat

Source: Synergy

#1 in IVR

Source: Tern Systems

Over 40% WW

4.28

12


Cisco Unified Contact Center Single Platform for all Channels

Contact Center Enterprise

Customer

Voice Portal

E-Mail

Interaction

Manager

Web

Interaction

Manager

SocialMiner on

Collaboration

Platform

Outbound

Finesse (desktop and web API)

Intelligence Center

MediaSense

Scale Customization Distributed Resilient

13


Single Platform for Inbound and Outbound Long Distance (800) Carrier

Local Exchange Carrier

Local Exchange Carrier

Office with agents and

gateways Office with agents only Cisco Virtual Office

(home agent with

broadband)

Mobile Agent

Datacenter A

WAN/Internet

Datacenter B

14

CCE Solution Overview


Customer Voice Portal (CVP) Network-based Self-Service, Queuing

The Cisco Customer Voice Portal provides an industry-standard VXML call processing

platform to provide advanced speech/self-service applications. With an Eclipse-based

service creation environment, it provides a rich web-services experience

CVP leverages the power of the Cisco network, using the built-in VXML browser

capability of the Cisco Voice Gateway – allowing for caller treatment anywhere on the

network without having to bring the call to a central IVR “box”

CVP provides advanced features such as:

Courtesy Call Back Allows callers in queue to hang up and be

called back when an agent is free to help

them

Improves customer satisfaction, reduces telco

costs for queued calls, improves agent efficiency

Post-Call Survey Automatically sends the caller to a survey

at the end of the call

Increases survey participation, more immediate

results, less expensive, uses existing call

Video Integration Allows agent and caller to interact with

Video

Improves customer experience with more visual

interaction

SIP Header/UUI

Integration

Allows 3rd party systems to include data in

call messaging

Improves interoperability with 3rd party /

outsourced systems and lowers costs for

integration

16


CVP Architecture

17


Finesse Agent Experience A container application that reduces cost of integration

Configurable Tabs

Administrators define tab

names

Finesse Gadgets

Administrators define which

gadgets go on each tab

Agent State

Controls

9.0

18


Cisco Unified Intelligence Center (CUIC)

Customizable presentation layer cross product

Present real-time and historical data in a

single dashboard to reduce manual steps

Reduce manual consolidation of real-time and

historical data by presenting it in a single

dashboard

Wizard-based interface extends reporting to

data sources inside and outside the contact

center

Link reports to provide controlled access to

drill down, up and across

8.0

19


E-mail Interaction Manager (EIM)

Voice Controls

Data Adapters, Knowledge Base, Customer History, etc

E-mail/ Chat Inbox

E-mail/ Chat Response

20


Web Interaction Manager (WIM)

21


SocialMiner Social media customer care

1. Capture

2. Analyze & Prioritize

3. Communication Workflow

4. Assign

Customer

Airline lost my luggage!

Social Media Customer Care Agent 5. Engage

Cisco SocialMiner

8.5

22


Services Framework Evolution


Customer

Voice Portal

E-Mail

Interaction

Manager

Web

Interaction

Manager

SocialMiner

on Customer

Collaboration

Platform

Outbound

Finesse (desktop and web API)

Intelligence Center

MediaSense

Customer Collaboration

Platform:

Next generation multi-service

appliance for Wave 3

customer care needs

SocialMiner

Web Chat

(post 10.0)

Workflow and

Notification

Mobile and

Web Callback

(10.0)

Internet

Enterprise Applications

Web Infrastructure

HTTP

• Simple

• Web centric

• Scalable


bridges legacy and next gen

needs with a single consistent

management, reporting and

agent interface framework

23


MediaSense

• SIP Interface

– Listens for SIP calls

– Record and playback audio and video

• Search and Play

– Search all recordings in a cluster

– Playback & Storage of recordings

– Live stream actively recording sessions

• API

– REST-like APIs to video-enable apps

– Get recording events

– Pause recording (compliance)

– Retrieve recordings for archival

APIs

SIP

Search

And

Play

8.5

24


Contact Center Management Portal (CCMP)

• Unified web provisioning of CCE and Communications Manager

• Departmental Separation Supporting Multiple Business Units

• Audit Tracking of Configuration Changes

• Scale and Capacity

Distributed Management Strategy

25


Integrated Outbound

• Call by Call blending

• Dialing modes

– Preview

– Progressive

– Predictive

• Campaigns

– Agent-based

– CVP-based

26


Cisco Customer Collaboration Platforms

Cisco® Unified

Contact Center

Enterprise (CCE)

Cisco Unified

Contact Center Express (CCX)

High Touch

Mid Market

Attach Market

Hosted

Collaboration Solution for

Contact Center (HCS-CC)

Packaged CCE

27


Packaged Contact Center Enterprise (PCCE) Contact Center Portfolio

28

Contact Center Enterprise Designed for medium to large mission

critical customer contact centers

requiring a highly flexible and easily

customized solution

• Highly scalable

• Distributed Queuing

• Exclusively deployed as fault

tolerant

• Multivendor interoperability

• Sophisticated features: reporting,

analytics, call routing, etc.

• Rich set of interfaces for

application integration

Contact Center Express All-in-one, easy to deploy and use

multi-channel solution for small and

medium sized contact centers

• Rich set of features in a box

• Single VM deployment

• Integrated to Cisco Unified

Communications Manager tools

• Quick deployment

• Out-of-the-box Desktop

• Optional Workforce Optimization

9.0

28


Packaged Contact Center Enterprise (PCCE) Contact Center Enterprise

• Highly scalable • Distributed queuing • Exclusively deployed

as fault tolerant • Multivendor

interoperability • Sophisticated

features: reporting, analytics, call routing, etc.

• Rich set of interfaces for application integration

Packaged

CCE

Pre-packaged contact center solution • Predesigned and bounded solution • Up to 1000 Agents

• Single box deployment

(two for redundancy)

• Simplified Management

Interface

• Replicable, lower-touch

approach for high volume

9.0

29


Packaged Contact Center Enterprise (PCCE)

Simplified Mid-Market Package

Multichannel

Social Media

Speech

Inbound & Outbound Voice (CCE)

Reporting (Intelligence Center)

Call Control (Communication Mgr)

Self Service (CVP)

Single Box Rich Voice ACD Options

Available

CRM

Recording

Packaged CCE Model CCE-PAC-M1: Up to 1000 agents on UCS-C series

Desktop (Finesse or CTIOS)

Ext. HDS

Scale

IP IVR

Parent/Child

CCMP

CAD

TDM

Unified CCE Flexible Models

Etc.

Migration

9.0

30


Remote Expert (RE)

• Video agent endpoints:

– 8941, 8945, 8961, 9951, 9971, EX60, EX90

• Supplementary services from agent desktop

– Hold/Retrieve, Alternate/Reconnect, Blind/Consult, Transfer/Conference

• Optional CVP-Controlled video queue treatment

– CVP call control

– Video treatment from Telepresence Content Server

Enhanced UCCE / CVP Video Support

9.0

31


Remote Expert (RE)

• Optional component required for video treatment for calls in queue

• Integrates to CVP similarly to VXML browser

• Record and stream video in queue

• Seamless workflow with Media Experience Engine (MXE)

Telepresence Content Server (TCS)

9.0

32

UCCE / CVP Update

UCCE / CVP Update v10.0


Deployment Types

• Goal: Simplify Install & Deployment

• Move towards Reference Deployments

• Choose Deployment Type at Configuration

• Enables specific configurations for PCCE, HCS, etc.

35


Agent Request API

1. Self

Service does

not address

customer

issue

2. Live agent

support

request

3. Customer

context

analyzed

4. Callback initiated

4. Best agent

identified

REST API on Customer

Collaboration Platform

Precision Routing work

assignment

Finesse agent controls

and customer context

presentation

36


Departments

• Routing Separated by Internet Script Editor (ISE) Proxy

• Bring the benefits of virtualization and regional/operational consolidation to contact centers

CCMP Day 2 Tenancy via ISE

Proxy

Shared

Call Studio Day 1 Config

Department 1

Department 2

Department 3

UCCE

Tenants

37


UCCE 10.0(1)

• Deployment Types

• Agent Request API

• Departments

• + Agent dialing

• A-law codec support

• Avaya 10-Digit dialing

• SQL Server 2k8 SP2 Qualification

Features

38


New Endpoints

• DX650 Desk Phone

– Android desk phone:

– customizable home screens, communications widgets, ringtones, and more

• 7821 / 7841 / 7861

– Mid-line Refresh phones

– 3.5” Monochrome screen, variety of programmable keys

39


Virtualization Support

• Provides deployment flexibility and customer platform choices

• Simplified support with Cisco reference configurations

• Server consolidation: reduce space, power, cooling, cabling, and management resources

• Specification-based flexibility for 3rd-party HW

• Virtualized-only from v10 onward (No MCS)

• ICM tested on UCS platform

http://docwiki.cisco.com/wiki/Unified_Contact_Center_Enterprise

C Series

C Series

B Series

3rd party

40



UCCE 10.0(1)

• New endpoint Qualification

• ICM with UCS Qualification

• Spec-based Hardware Qualification

• CUBE for Outbound Qualification (No CPA)

• Nexus 1000V Qualification

• Aspect 6.4 Qualification

• Sprint NIC Qualification

Hardware

41


UCCE 10.0(1)

• Rewrites:

– Install & Upgrade Guide

– SRND refactored into a new Design Guide

• New:

– Features Guide, consolidates feature information

• Retired:

– 16 books eliminated

– Doc page count reduced by 25%

– Obsolete terms scrubbed

Documentation Changes

42


• Price basis: Fixed price based on total Knowledge Worker population. Customer Collaboration Suite based on agents and ports

• Comprehensive: Unlimited application consumption without true-ups

• Term: 3- or 5-year with periodic payments (e.g. annual) via Cisco Capital

• Investment protection: Favorably converts existing software and services

• Perpetual rights to deployed on-premise software

• Subscription, Technical Support, and Advanced Services renewal options

Offer

Basis

End of

Term

Cisco Enterprise Agreement for Collaboration

Cisco Enterprise

Agreement for

Collaboration

Unlimited, enterprise-wide

access to

Collaboration Suites

• Unified Contact Center Enterprise

• Premium agent

• CUIC premium

• Outbound Option

• CCMP management

• SocialMiner Application (social media)

• Unified Customer Voice Portal (CVP)

• CVP Ports

• Redundant CVP Ports

• CVP Reporting Premium

• CVP Studio

Customer Collaboration Suite:

500 seat/port minimum

43


Customer Collaboration Suite

• Unified Contact Center Enterprise – Premium agent – CUIC premium – Outbound Option – CCMP management (Exony) – SocialMiner Application (social media)

• Unified Customer Voice Portal (CVP)

– CVP Studio – Redundant CVP Ports – CVP Reporting Premium

• 500 seat/port minimum

What’s Included?

• Unified Contact Center Express • EIM/WIM (email & Web multichannel) • All S+ offers

– Speech Licenses (Nuance) – CRM Connectors (Bucher+Suter) – VIM (Exony) – eService (eGain) – WFO (Calabrio, NICE) – Campaign Management (ALI)

• MediaSense Application (recording) • Cisco Remote Expert • CUCM and phones, CUSP • IOS Licenses

– VXML Browser – CUBE

Included NOT Included

44


UCCE 10.0(1)

• Multiple Domains in a single Forest

• Allow SET node on ANI

• Enable full router dump

• Fill Factor for Database

• Caller-specific MOH

• Limited shared line support for 1 agent: M devices

• Vertical Bar “|” delimiter with outbound import file

• Separate UCCE and Language Pack install

• Increase CTIOS All Events Clients Max

Additional Features

45


What’s fading in UCCE 10.0(1) Deprecations

Feature Replacement

CCE/H and ICM/H (hosted)

Deployments

Hosted Contact Center (HCS)

SCCP Dialer SIP Dialer

Agent Routing Service (ARS) PG Alternate PG

On-Demand Licensing for UCCE Hosted Contact Center (HCS)

/LOAD Configuration Parameter Agent will be set to NOT READY on

disconnect

Cisco Siebel CRM Connector Solutions+ CRM Connectors

Cisco 38xx ISR Gateway Current Gateway Models

46


What’s ending in UCCE 10.0(1) Features Removed

Feature Replacement

Scheduled Target Manager Scheduled Target Explorer

Win Vista & Win Server 2008 R2 support with ISE and

Admin Client

Supported OS

Win Vista support with CTI OS Supported OS

Localization for ISE Help No replacement

MDS/RDS Support for CTI OS No replacement

Cisco SAP CRM Connector Solutions+ CRM Connectors

CCX Child with CCE Parent in P/C Deployment Flattened Architecture

Multi-NAM Deployment Flattened Architecture

Aspect Spectrum PG (Rockwell) UCCE PG or Mobile Agent

MCI NIC, Sprint NIC CRSP and others

47

Old

Stuff

UCCE / CVP Update v10.5


UCCE v10.5 Features

• Precision Routing Scaling & Features

• Customer-to-Agent Video

• Hardware & Endpoints

• Serviceability & Security

49


Precision Routing

• Precision Routing enhancements – Option to skip (or stay) on a step in a Precision Queue

– Dynamic Precision Queue variables within the “If node”

– Match color of PQ node icon in script editor to other queuing nodes

• Doubled Capacity – Doubled the number of attributes per Precision Queue from 5 to 10

– Steps per system from 5,000 to 10,000

– Precision Queue per system from 2,000 to 4,000

Refresh

50


Precision Routing: Dynamic If-Node Scripting Evaluate Precision Queue Conditions prior to Offering to Precision Queue

51


Supervisor Functions

• Supervisor Reskilling and Re-attributing Tool (cceadmin)

Agent Reskilling

52


Video

• Initial: Jabber for Windows

• Following:

– Jabber Guest

– Video Telephones

– TP Endpoints for CC

Customer-to-Agent video experience

53


Hardware & Endpoints

• Virtualization Wiki: http://docwiki.cisco.com/wiki/Unified_Contact_Center_Enterprise

• New BE7000 HD, Storage TRC

• ESXi 5.5 Support

• 8821 / 8841 / 8861

– Mid-line Refresh phones

– 3.5” Monochrome screen

– Variety of programmable keys

54




Serviceability & Security

• Serviceability Enhancements

– Bundling Mini-Dumps & OPCcap into SystemCLI “ShowTechSupport”

– Default set of PerfMon Counters for NodeManager

– 64-bit SNMP ExtensionAgent

– Prime Assurance

• Security Enhancements

– IPSec Support – Encryption of customer sensitive data

– Active Directory 2012 Support

55


Prime - Contact Center Assurance module

• To be introduced with Prime Collaboration 10.5

• Available to CCE and HCS customers

• Focus is Contact Center Enterprise (not Express)

Assurance

Continuous

monitoring and

diagnostics

Provisioning

Simplified

deployment

and configuration

Analytics

Long term trending and analytics

• Pre-requisite: Prime Collaboration Assurance Advanced (monitoring endpoints and infrastructure)

• Joint effort of Cisco IT, BU Deployment Services team, Development

56


Prime Assurance Value Proposition Robust Monitoring and Diagnostic Tool

Topology:

RT availability and relationship status

Event Correlation:

Isolates Root Cause from Symptoms

Performance dashboard:

Detect and fix performance issues

Call Trace:

Identify device that breaks a call flow


• Eclipse upgrade

• Debug Breakpoints & Simulated Speech Integration

• Sub-flow reusable modules of small apps

• Better handling of “VXML, Java and custom exceptions”

• Service Assurance APIs for Cisco Prime

• Third party Load Balancers

• ESXi 5.5 support

58

CVP 10.5 New Features


Subflow

New Changes

New Subflow Subflow Call Subflow Return

Functionality

Organize the Call flow in functions

Reuse the same Subflow multiple times

Call Another Subflow from one Subflow

59


Subflow Design

60


Parameters in Subflow

Passing Parameters

• Functionality

• Pass parameters to subflow by value.

• Multiple parameters can be passed.

• Order of parameters Preserved.

• Variable Substitution is allowed

• Changes

• Parameter Setting on Subflow Connector Element

• Variable Declaration on Start of Subflow Element

Return Parameters

• Functionality

• Return values from Subflow.

• Multiple values can be returned.

• Order of return values Preserved.

• Variable Substitution is allowed

• Changes

• Value Setting on Subflow Return Element

• Variable Declaration on Subflow Connector

61


Exception Handling

Error Handling like Java Exceptions

Exception Types

• Java Exception

• VXML Exception

• Custom Exception

Exception Handling Points

• Elements

• Start of Call

• Start of Subflow

• Call Subflow Element

Exception Rollback Exception Raise

62


Debugger Enhancements

Speech Integration

• Listen to the prompts in debugger mode using local TTS Engine.

• Provide the speech input by using local ASR Engine.

Breakpoints

• Put Breakpoint and break the call flow execution any where and debug the application.

Setting Breakpoints

• At Element, At Subflow Call, At Flow Start, At any element Inside Subflow

Debugger Features

• Step Into, Step Over, Step Out, Resume, Terminate options with Subflow during debugging.

Exception View as Session Variable

Subflow Stack

63


UCCE 10.x Installation Paths

• Fresh install to any version

• Technology Refresh for HW Update

• Upgrade 9.0 / 10.0 to 10.5

8.0(1)

9.0(1)

8.0(3) 8.5(1) 8.5(2) 8.5(4)

9.0(last) TBD

Win2k3 or

Win2k8

SQL2k5

Win2k8

SQL2k8

Win2k3

SQL2k5

10.0(1) 10.0(last) TBD

Win2k8

SQL2k8

VM Only

10.5(1) 10.0(last) TBD

Win2k8

SQL2k8

VM Only

64


If you are upgrading to V8.5...

• 8.5(2) is an MR and must be installed on top of the 8.0 major release

• 8.0(1) Media is Windows 2003 ONLY

• 8.0(1a) Respun media is BOTH Windows 2003 and Windows 2008 capable

• Shipped for 8.0 orders after July 15, 2011

• Shipped with 8.5

65


Contact Center Enterprise APIs

• UCCE enables customers to receive, route, and initiate customer contacts via voice, email, chat, and social media, throughout their distributed global enterprise.

• Heritage Interfaces & APIs, complimented by Finesse, CUIC, PCCE APIs.

• Designed to empower Customers to build customization of their CC experience, or buy ATP Partner solutions.

Enterprise Scale & Customization

66


API Description

CTI Server (GED-188) Socket level interfaces allowing client and server-to-server integrations. It

provides events and statistics, agent and call control.

CTI-OS Server (CTIOS CIL) Client side C++, COM, .NET and Java libraries, and ActiveX controls.

VRU-PG (GED-125) Socket level interface for routing, control, activity monitoring of VRUs and

report on their activity. Allows VRU routing requests

Router (GED-145 Application Gateway) Socket level interface to send/receive messages to/from external

applications under script control.

Router (SQL Gateway) Router Interface, controlled by the routing script, to lookup data from SQL

Server DB.

Historical Database (HDS) HDS Schema for non-real-time-reporting.

Administration Workspace (AW) Schema for configuration and real time reporting database.

UCCE APIs

67


Interfaces Long Distance (800) Carrier

CUCM

Cluster

Generic PG

Rogger AW/HDS/D

DS

CUIC

SIP Dialer

MR PG

CTI OS

CUCM PIM

VRU PIM

CTI Server

Proxy GW

CUSP

Combo GW

Conference

DSPs

T1s

VXML CVP Call Server

VXML Server

Media Server

Router

Logger

Campgn Mgr

SIP

SCCP

(DSPs)

SIP

SIP

HTTP

(VXML)

SIP (dialer)

JTAPI

SCCP or SIP

GED.125

TDM

Agent Supervisor

HTTP

HTTP

MRI, CSTA

EIM/WIM Services Server

DB server

Internet

WIM

Web Server

AC

E

Firewall

Firewall

CVP

Reporting

Server

JDBC

HTTP

JDBC

CVP Ops Console

OAM&P

CCMP

Active Directory

App Server

Database

CC Datacenter Logical View

68


UCCE Tech Center Example Developer Resources

69


Important EOL Milestones

Release 8.0 Final MR: 8.5(4)

8.0 End of Sale

Nov 18, 2011

8.0 End of SW Maint

Feb 19, 2012

8.0 End TAC Support

Feb 19, 2014


8.5 End of Sale Apr 17, 2013

8.5 End of SW Maint

Apr 17, 2014

8.5 End TAC Support

Apr 30, 2016


9.0 End of Sale Jan 1, 2015

9.0 End of SW Maint

Jan 1, 2016

9.0 End TAC Support

Jan 1, 2018

Release 10.0 Final MR: tbd

10.0 End of Sale

Est. Dec 2015

10.0 End of SW Maint

Est. Jun 2017

10.0 End TAC Support

Est. Jun 2019

http://www.cisco.com/en/US/products/sw/custcosw/ps1001/prod_eol_notices_list.html

70


Contact Center Enterprise Core Roadmap System Release 10.0 December, 2013

System Release 10.5 May, 2014

Future Release TBD

CUCM 10.0

UCCE 10.0

CVP 10.0

CUIC 10.0

CUCM 10.5

UCCE 10.5

CVP 10.5

CUIC 10.5

TBD


• Real Time Architectural

Improvements (PCCE)

• Department separation in ISE

• Spec-Based Virtualization

• ICM on UCS

• New End-Points

• CUBE Gateway Support for

Outbound Option (No CPA)

• Precision Routing Scale & Features


• Department for Departmental

Hosting Apps

• CVP Debugging

• Serviceability enhancements


• CVP Sub-flows

• New End-Points

• Single Sign-On

• IPv6

• New End-Points


• ECC Expansion

• Outbound Campaign API

• Precision Routing MC / OO

• Single Pane of Glass Management

• Enterprise Licensing

71

Many of the products and features described herein remain in varying stages of development and will be offered

on a “when-and-if-available basis”. This roadmap is subject to change at the sole discretion of Cisco, and Cisco

will have no liability for delay in the delivery or failure to deliver any of the products or features set forth in this

document.


Contact Center Enterprise Core Roadmap - ICM System Release 10.0 December, 2013

System Release 10.5 May, 2014

Future Release TBD

CUCM 10.0

UCCE 10.0

CVP 10.0

CUIC 10.0

CUCM 10.5

UCCE 10.5

CVP 10.5

CUIC 10.5

TBD


• Real Time Architectural

Improvements (PCCE)

• Department separation in ISE

• Spec-Based Virtualization

• ICM on UCS

• New End-Points

• CUBE Gateway Support for

Outbound Option (No CPA)

• Precision Routing Scale & Features


• Department for Departmental

Segmented Apps

• CVP Debugging

• Serviceability enhancements


• CVP Sub-flows

• New End-Points

• Single Sign-On

• IPv6

• New End-Points


• ECC Expansion

• Outbound Campaign API

• Precision Routing MC / OO

• Single Pane of Glass Management

• Enterprise Licensing

Many of the products and features described herein remain in varying stages of development and will be offered

on a “when-and-if-available basis”. This roadmap is subject to change at the sole discretion of Cisco, and Cisco

will have no liability for delay in the delivery or failure to deliver any of the products or features set forth in this

document.

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Bringing It All Together

• Corporate financial position and commitment to contact center

• Leadership in collaboration and portfolio breadth

• Unsurpassed scalability

• Multivendor ACD and IVR support

• Next-gen portfolio available today – not an architecture in transition

• Universal Queue

• Active-Active dual datacenter resiliency (vs. several minutes of downtime)

• VXML-based queue flexibility with built in applications (e.g. Courtesy Callback)

• Web 2.0 application strategy

• Multidimensional routing (Precision)

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Complete Your Online Session Evaluation

• Give us your feedback and you could win fabulous prizes. Winners announced daily.

• Complete your session evaluation through the Cisco Live mobile app or visit one of the interactive kiosks located throughout the convention center.

Don’t forget: Cisco Live sessions will be available for viewing on-demand after the event at CiscoLive.com/Online

75

https://www.ciscolive.com/online


Participate in the “My Favorite Speaker” Contest

• Promote your favorite speaker through Twitter and you could win $200 of Cisco Press products (@CiscoPress)

• Send a tweet and include

– Your favorite speaker’s Twitter handle @FluxPM

– Two hashtags: #CLUS #MyFavoriteSpeaker

• You can submit an entry for more than one of your “favorite” speakers

• Don’t forget to follow @CiscoLive and @CiscoPress

• View the official rules at http://bit.ly/CLUSwin

Promote Your Favorite Speaker and You Could be a Winner

76

http://bit.ly/CLUSwin


Continue Your Education

• Demos in the Cisco Campus

• Walk-in Self-Paced Labs

• Table Topics: Wednesday UCCE / PCCE

• Meet the Engineer 1:1 meetings

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New CCT Sessions for 2014

• New Sessions for 2013:

– BRKCCT-1050 Introduction to Cisco Contact Center Capabilities and Design

– BRKCCT-2051 Making the Move to Cisco Outbound Option - A Look from the Avaya Predictive Dialer Perspective

– BRKCCT-2055 Unleash the power of Unified Contact Center Express with APIs, custom reporting and Advanced scripting

– BRKCCT-2056 Unified Intelligence Center: Standard and Custom Reporting on Contact Center Express and Contact Center Enterprise

– BRKCCT-2060 Integrating and Deploying Consumer to Business Video In Contact Centers For Highly Mobile and Social World

– BRKCCT-3050 UCCE Capacity Planning and Expansion

– LABCCT-1055 Customer Collaboration with Cisco Finesse & SocialMiner

23 CCT Sessions & Lunch Talk

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BRKCCT-2056

Unified Intelligence Center: Standard and Custom Reporting on

Contact Center Express and Contact Center Enterprise Monday 10:00 AM

BRKCCT-0001

Cisco Customer Collaboration: Why it's the Right Choice for Your

Contact Center Tuesday 08:00 AM

BRKCCT-2007 Cisco Unified Contact Center Enterprise Planning and Design Tuesday 12:30 PM

BRKCCT-2058 Deploying and Managing Packaged CCE Tuesday 03:00 PM

Related Customer Collaboration Sessions Monday & Tuesday

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BRKCCT-1002 Hosted Collaboration Service Contact Center Overview Wednesday 08:00 AM

BRKCCT-1009 Cisco Customer Collaboration Architectural Vision Wednesday 04:00 PM

BRKCCT-1031

Cisco Finesse - The Next Generation Agent Collaboration

Experience Wednesday 08:00 AM

BRKCCT-2015

Solution Enhancements and Troubleshooting in Unified Contact

Center Express 10.0 Wednesday 01:30 PM

BRKCCT-3005 Solution Troubleshooting for Unified Contact Center Enterprise Wednesday 01:30 PM

BRKCDN-2966 Programming with the Finesse API Wednesday 04:00 PM

BSACOL-1008 Mobile Customer Care -- Are You Ready? Wednesday 04:30 PM

CCSCCT-1300 Ingram Micro Contact Center – Case Study Wednesday 08:30 AM

BRKCCT-2006 Omnichannel contact center solutions Thursday 12:30 PM

BRKCCT-2019 Cisco Unified Contact Center Express Planning and Design Thursday 02:30 PM

BRKCCT-2027 CVP Scripting - Call Studio Thursday 12:30 PM

BRKCCT-2050

Building recording and monitoring applications with the

MediaSense API Thursday 08:00 AM

BRKCCT-2051 Cisco Outbound Option Planning and Design Thursday 02:30 PM

Related Customer Collaboration Sessions Wednesday & Thursday

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Appendix – CLUS 2013 UCCE v9 Update


What’s new in UCCE 9.0(1)

• Precision Routing

• Dynamic Call Type Node (Script editor)

• Congestion Control

• New Endpoint Support

• Windows 2008 R2 (Dropping Windows 2003)

• SQL Server 2008 (Dropping SQL Server 2005)

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Deployment Types

Goal: Simplify Install & Deployment

Move towards Reference Deployments

Choose Deployment Type at Install

Enables specific configurations for PCCE, HCS, etc.

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Does Your Contact Center Understand How You Run Your Business?

Skill 30 Skill 30

Skill 20

Skill 20 Skill 20

Skill 7

Skill 30 Skill 30 Skill 20

Contact Center

Skills ignore

caller and

agent unique

attributes 1.Wait-time 0 seconds hearing ringback

2.Goto step 8 if time-of-day is all 23:00 to

all 07:00

3.Queue-to skill 30 pri m

4.Announcement 2001

5.Wait-time 30 seconds hearing music

6.Announcement 2002

7.Goto step 5 if unconditionally

8.Disconnect after announcement 2003

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Cisco Contact Center Speaks Your Language: Precision Routing

Senior Agent

Boston branch

Claims expert

HSA expert

Agent of the month

Boston branch

Spanish

New accounts

New hire

Florida branch

Benefits

Offshore agent

Claims expert

Collections

Corporate customer

Pharmacy benefits

High Deductible Plan

Claims question

Individual customer

Frequent caller

30-days late

Claims question

Spanish speaker

Florida resident

Wants to open account

Contact Center

Better First Contact Resolution

Higher Agent Productivity

Increased Customer Satisfaction

More Control and Visibility of

Business Outcomes

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Precision Routing - Travel Agency Use Case

Agent Expertise

Language Service Booked Through Other Res.

Attribute Proficiency

English Reservation 3 5 7 Web site Hotel

Spanish Award 3 5 7 Phone Air

Lost Baggage Travel agent

Caller Needs

Language Service Selection Status Booked Through Other Res. Loyalty Recent History

English New Reservation In-route Web site Hotel Standard Neutral/good

Spanish Existing Reservation Not In-route Phone Car Gold Negative event

Award Reservation Travel agent Platinum

Lost Baggage

Optimal

match

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Empowering the Business User Cisco Contact Center Strategy

1. Web 2.0 interfaces to easily enable

routing strategy implementation

without complex scripting

2. Automatic mapping of agents

and Precision Queues for rich

report and workforce management

3. Out-of-the-box real-time and historical reports that

are tightly mapped to call flows – business-relevancy

without need for complex analytics

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Dynamic Call Type node

• Script Editor enhancement allowing Call Types to be chosen dynamically (referenced via variable or formula)

• More flexible and yet simple scripting

• Improves reporting

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Congestion Control

• 3-Degrees of intervention

• Configurable rejection treatment

Protection Against Unexpected Extreme Call Spikes

Variable Rejection Abatement

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New Endpoints

• Video-enabled Telephones: 8941, 8945, 9951, 9971

• EX60 and EX90 Desktop Video with CTI control enablement

• High definition endpoints can now be agents

• Standard-based video sharing (BFCP)

• Optional CVP-based video queue control

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What’s new in UCCE 9.0 MRs • 9.0(2)

– SIP Dialer robustness

– Citrix XenApp 6.5 qualification

• 9.0(3)

– CUCM 9.1(1) Support

– SIP Trunking / A-Law Support

– Avaya 10-Digit dialing

– Expand SIP Dialer to 300 Campaigns

– Separate CCE software and I18N Language Pack install

• 9.0(4)

– Index repair for PCCE

– Fix to SIP Dialer to 300 Campaigns

– SQL Server 2008 R2 SP2 Support

– Shared Line

– Pipe Delimiter

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