Migrating to the Finesse Agent Desktop - Why, When and...

Migrating to the Finesse Agent Desktop - Why, When and How BRKCCT-2221

Ted Phipps

Product Manager, Contact Center Desktops

© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-2221 Cisco Public

Agenda

Benefits to migrating to Cisco Finesse

Understanding the differences with CAD & CTI-OS

Finesse integration options

Migrating existing applications

Getting started

Timing your upgrade

Development Partners

Benefits to migrating to Cisco Finesse

4

© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-2221 Cisco Public Cisco Confidential © 2011 Cisco and/or its affiliates. All rights reserved. 5

IT Friendly Agent Experience

Cisco Finesse Objectives

Agent tools to improve caller experience

Empower agents through the use of a user-center designed product

Developer Friendly

Thin Client

Seamless collaboration integration

Standards Compliant

User Friendly REST

API

Open Source UI

Common Desktop to CCE and CCX


Finesse Gadgets

Mini-web pages assembled into a larger webpage

A la carte approach to agent desktop

Utilize OpenSocial for standards-based integration

Cisco UI Source code published to CDN

Ease of Customization via modular architecture


HTTP

Enterprise Mashups Enabling Unified Desktops for Agents

Web Services

Gadget Container

Cisco Finesse Server

Enterprise CRM

SocialMiner or CUIC

HTTP

Gadget Architecture enables client-side mashup & easier integration

Gadget Upgrades handled by each server

Reduces version compatibility dependencies

HTTP

Finesse Gadget

CRM Gadget

SocialMiner or CUIC

HTTP


Paul Stockford Chief Analyst

Saddletree Research

Analyst Feedback

8


Analyst Feedback

http://richardsnow.ventanaresearch.com/2013/01/17/cisco-finesse-provides-innovative-agent-desktop/

“As interactions become ever more complex, I

recommend organizations evaluate how Finesse

can make their agents’ lives easier, and the impact

this can have on key metrics.” “Cisco Finesse adds a new level of

innovative capabilities that allow

companies to build broader-based, smarter

agent desktops.”

9


Centralized operation model

Low-cost operating business model

Strong focus on service quality

Local market awards after 1st and 2nd years of operation

Present in Slovakia and Czech Republic with planned expansion to other CEE countries

10

ZUNO Bank: A Finesse Case Study


Zuno Bank: Before Cisco Finesse

Blended agents using a thick client application 2Ring AGENT DESKTOP based on CTI-OS Toolkit

Integrated with core bank’s systems

Challenges Difficulties in maintenance and configuration

No support for a silent install

No support for 64bit OS

Slower implementation of custom development

Insufficient desktop infrastructure to support bank growth

11


Zuno Bank: Successful with Cisco Finesse

Cisco Finesse Out-of-the-box Desktop 2Ring Gadgets For Cisco Finesse

12

‟ Cisco Finesse allows ZUNO Bank to put all the applications and information that our customer service representatives need in a single, easy to navigate, web-based application — enabling them to quickly and efficiently provide high quality service.

ZUNO Bank is now very well positioned to quickly adapt their customer service as the business evolves. In addition, the flexible web 2.0 nature of the desktop has helped us cut back on the costs associated with maintenance and configuration. Finesse also enables faster implementation of custom applications and ease of administration."

Peter Magyar

Head of Contact Centre

Zuno Bank 13


Desktop Portfolio End State

14

Platform Functionality Current Option Future End-State

CCX & CCE Standard IP Phone Agent

(CCX & CCE)

CAD IPPA Finesse IPPA

CCX & CCE Enhanced & Premium

Agent/Supervisor Desktop

CAD

CTI-OS (CCE Only)

Finesse

Finesse

ICM Premium Agent/Supervisor

Desktop

CTI-OS CTI-OS

Expect Specific End-Of-Life Plans to be announced later in 2014


Top Reasons for migrating to Finesse

15

• Finesse has a better user experience

• Browser-based desktop means less time on upgrades / lower risk upgrades

• CRM Integration is easier and better with Finesse

• Desktop is core to Cisco product portfolio

Finesse benefits compared with CAD & CTI-OS

• Full API

• VDI Support

• Scale to 2000 concurrent agents

Finesse benefits compared with CAD

• Integration with browser-based applications is a lot easier than with Finesse

Finesse benefits compared with CTI-OS

Finesse Feature Set

16


Finesse 9.1 Feature Set (CCE)

17

Agent Features

Basic Call Control

Single-Step Transfer

Team-Specific Reason/Wrap Codes, & Gadget Layouts

Call and ECC Variables

Mobile Agent Support

Progressive, Predictive, and Preview Outbound

Phonebook

Supervisor Features

UCM Silent Monitoring

Barge / Intercept

Team Performance Gadget

Change Agent State

Queue Statistics Gadget

Platform Features

2000 Concurrent Agents

HA over WAN

Mixed-Mode Deployments

Hosting of 3rd Party Gadgets

Support for IE 8 & 9

Support for Firefox (Win and Mac)

Secure HTTP

Packaged CCE Support


Finesse for CCE 10.0

18

• HTTP & REST API Workflows

• Login via Username

• Localization

• e.164

• PCCE – Live Data Gadgets

• Support for IE9, and FF

Agent & Supervisor Features

• ESXi 5.1 Support

• Support for System CLI

• Automatic Login Upon Failover

• Support for CCE 9 and CCE 10

Other Features


Localization Details

19

Finesse 10.0 Supported Languages

Danish Spanish Norwegian

Dutch Finnish Portuguese

English French Swedish

German Italian

Agents choose their preferred

language at login time

Agents can choose a different

language each time they log in


Automatic Login Upon Failover

Finesse Client loses its connection to the Finesse Server….

When the Finesse Client finds a Finesse Server, the error message is dismissed and

the agent can continue processing the call without an additional login….


Cisco Finesse Workflows

Customers require a way of triggering screen pops or passing data to other applications without custom development

Finesse 10.0 delivers this functionality via flexible workflows

Finesse 10.0 supports the ability to do a browser screen pop or call a REST API on Finesse or a 3rd party application


Step #1: Define a Workflow Action

Specify whether this is a Browser

Screen Pop or REST API Action

Define the URL. It includes static

text and call and agent context

Test the screen pop before putting it

into production


Step #2: Define the workflow triggers

Configure the triggering event for the

workflow


Step #3: Configure workflow conditions Determine if the workflow

action should be called by

checking the contents of

call and agent variables.

The conditional checks are

powerful yet easy to use


Step #4: Apply Workflow Actions

Assign workflow actions to

the workflow. You can

apply one or more actions

to each workflow


Live Data for Packaged CCE / Finesse

Agent and Agent Skill Group Real-Time Data via Finesse gadgets for Agents

Real-time data via internal message bus enables much faster refresh rates

26


Finesse for CCX 10.0

27

•Call Control / Agent State

•UCM Silent Monitoring

•HTTP & REST API Workflows

• e.164

•Login via Username

•Phonebook

•Recording & Playback via MediaSense

•Historical and Real-time Reports via CUIC

•Automatic Login Upon Failover

•Support for IE9, and FF

Agent & Supervisor Features

•Co-Res on CCX VM Only (no bare metal support)

•Backup / Restore

•Full HA over the WAN

•VDI & VXI Support (Citrix XenDesktop, VMWare View)

Platform & Solution Features


Live Data for CCX 10.0 / Finesse

Reports for supervisor Team State

Team Summary

CSQ Summary

CSQ Detail

For Agent Agent State Log

Agent Statistics

Agent CSQ Statistics

Agent Team Summary

28


• MediaSense Gadget embedded in Finesse Supervisor desktop

• Workflows dynamically activate recording

• Flexible server options

UCS-E / ISRG2

UCS-C / UCS-B

Recording with MediaSense


Unified CCX 10.0 Finesse Administration

30

Integrated with App Admin

Gadget Layout

Call Variables

Phonebook

Reason Codes

– Not-Ready

– Sign-Out

– Wrap-Up

Configuration API

Workflow


Understand the Detailed Feature Set

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

http://www.cisco.com/en/US/partner/prod/collateral/voicesw/custcosw/ps5693/ps11324/product_bulletin_c25-695211.html

Key Outstanding Features:

31

Direct Preview Outbound

Support

Multi-Line Handling

Agent to Agent Chat

Some Workflow events and

actions

Recent Call List

On Demand Call Recording

Blind Transfer (CCX)

Agent Email (CCX)

Localization (CCX)








Finesse is available via Enhanced or Premium Licensing

MediaSense Licensing is additional

Finesse in 10.0 will meet desktop requirements of Inbound contact center.

Finesse for CCX 10.0 will not include Outbound, email, multi-line, localization, or legacy workflows

CCX 10.0 doesn’t include CAD and Finesse mixed deployments

No data migration from CAD to Finesse

32

Cisco Finesse for CCX High Level Expectations


CCX Behavioral Differences

CSD/ CAD Behavior Finesse Behavior

Agents can make call from ready state Agents need to be not-ready to make a call

Agents can decide if they want to go into wrap-up mode on a

call-by-call basis

Administrator decides if wrap-up is not allowed or required.

Agents don’t have a choice

As agents are added or deleted from a team, CSD is

updated to show the correct team assignment

Supervisors need to refresh their browser or log back in to

see team assignment changes

Agents need to wait until wrap-up state to set wrap-up data Agents can set wrap-up data during the call

Supervisors can silent monitor any call Supervisors can only silent monitor routed calls

CCX supports a wide variety of characters for usernames Usernames must be letters, numbers, dashes, dot, and

underscore.

Administrators can apply configuration on both CCX nodes Administration is only done on the primary node. Read-Only

Administration on Secondary Node

CAD/CSD supports desktop/span recording. Recording can

be ad-hoc and doesn’t require a secondary VM.

Recording is provided via MediaSense on a separate VM.

Recordings are initiated via workflows.


Cisco Finesse Bandwidth Calculator

34

Takes aggregate call profile as input

Outputs Client to Server bandwidth requirements

Linked from CCE & CCX SRND


Go To Market Resources

Finesse / CAD Feature Comparison


CAD to Finesse Migration Whitepaper (TBD)

Finesse Design Details in CCX & CCE SRND

http://www.cisco.com/en/US/solutions/ns340/ns414/ns742/ns818/landing_ipcc_express.html

http://www.cisco.com/en/US/solutions/ns340/ns414/ns742/ns818/landing_contact_ctr.html

Finesse Install/Administration included in CCX Install & Admin Guides

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_installation_guides_list.html

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_maintenance_guides_list.html

Common Finesse Developer Guide for CCX & CCE

https://developer.cisco.com/site/tech/communication-collaboration/contact-center/finesse/overview/index.gsp







http://www.cisco.com/en/US/solutions/ns340/ns414/ns742/ns818/landing_contact_ctr.html



http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_maintenance_guides_list.html






Finesse Integration Options

36


Cisco Finesse Integration Options

Put your application

into Cisco Finesse by

building a gadget….

Cisco Finesse REST API

3rd Party Gadget

…Or embed the

Finesse API in your

own application.

37


OpenSocial Gadgets

A gadget spec:

Is an XML file

Defines metadata about an OpenSocial app

Is highly cacheable and does not need a

high performance server

Gadgets use existing web standards:

XML to define metadata

HTML for markup

JavaScript for interactivity

CSS for presentation Source: http://www.slideshare.net/wuzziwug/opensocial-intro-presentation

38

http://www.slideshare.net/wuzziwug/opensocial-intro-presentation






OpenSocial Gadget Specification

Title=“MyGadget”

<Require feature="pubsub-2" />

User Preferences - options to

be tailored for individual pages

<?xml version="1.0" encoding="UTF-8" ?>

<Module>

<ModulePrefs>

</ModulePrefs>

<UserPrefs>

</UserPrefs>

<Content type="html">

<! [CDATA[

Custom JavaScript and HTML

goes Here!

]]>

</Content>

</Module>

Your web app goes here

39


Gadget Server

A gadget server:

Takes the gadget spec as input

Outputs HTML, JavaScript, and CSS as one document

Source:

http://www.slidesh

are.net/wuzziwug/

opensocial-intro-

presentation

40









Gadget Presentation Flow

Finesse Client/Browser

Gadget

Finesse Server

Gadget Server & Container

Proxy

3rd Party Gadget

Gadget XML Specification

Web Service

1 2

4

5

3

6

41


Finesse REST API’s

42

Representational State Transfer

Stateless & cacheable

Simple HTTP

Native access from web browsers

http://server/finesse/api/user/1001

<User>

<state>READY</state>

</User>

<User>

<extension>1001</extension>

<firstName>John</firstname>

<lastName>Smith</lastName>

<state>READY</state>

<role>Agent</role>

</User>

Example: Set the state of Agent “1001”

Finesse Client Finesse Server

Request

Response

Event


Cisco Finesse Tech Center Developer Resources for Partners & Customers


43







Do agents require

applications aside from

the CRM to do their job?

Yes : Consider Finesse

because it can host multiple

applications

No : Consider a CRM

Connector because it will

make the best use of screen

real estate

CRM Discussion Points Customer requirements drive the best approach

Do agents need click-to-call

or a deeper integration to

the CRM?

Yes : Consider a CRM

Connector or gadget inside of

Finesse that uses CRM API

No : Consider a simple CRM

screen pop inside of Finesse

44


Three Options for CRM Integration

Cisco Finesse API

CRM Gadget

CRM iFrame

CRM Gadget

3rd Party CRM

Cisco Finesse API

CRM iFrame in Finesse Container

3rd Party Gadget in Finesse Container

3rd Party Application

Simple, easy, cheap, but no

deep CRM Integration

Achieves full CRM integration but

requires custom development

Out-of-the-box connector but no universal desktop

via Finesse

45

Migrating Existing Customizations

46


Addressing Common Integrations

Type of Integration Detail Options for addressing the

requirement in Finesse

Screen-Pop to Browser Application When a call begins or ends, do a

Screen pop to a browser-based screen

pop

Finesse Workflow

Write your own screen-pop gadget

Dev Partner Products

Screen-Pop to Thick Client Application

When a call begins or ends, do a

Screen pop to a thick client application

Write a screen-pop applet that is

triggered from Finesse Workflow.

Agent Real-Time Data Provide real-time data, like skill group

data, to Agents

CUIC Live Data Gadgets (PCCE,

CCX)

CUIC Gadgets (CCE)

Agent-Agent Chat Allow agents to chat Jabber for Windows alongside

Finesse

Write your own integration using

Jabber SDK

Dev Partner Products

Getting Started


Ordering Finesse for CCE

Migrations between Premium Options are free!

Premium Seat allows for use of Finesse, CTI-OS, or CAD

Cisco Finesse Media Kit & Server SW SKU is required ($1000 List)

Finesse is available via

– CCE NPS

– UC NFR Kit

– Download via cisco.com

49


High-Level Architecture Contact Center Enterprise

50

Cisco Finesse Client

Cisco

Unified

Contact Center

Enterprise

PG

Web Services

Gadget Container

Cisco Finesse Server VOS Virtual Machine

Custom Applications

CTI Authentication via Administration and Data Server

Zero-Footprint on client

Mandatory Administration Workstation (AW)

Finesse Client


Finesse for CCE 10.0 BOM Notes

Finesse supports UCS, HP, or IBM HW that complies with Spec-Based Approach:

ESXi 5.0 or 5.1 Server Virtualization

4 vCPU’s (2000 Concurrent Agents / 1000 HTTPS Agents)

2 vCPU’s (500 Concurrent Agents / 250 HTTPS Agents)

Software & Phone Compatibility

Finesse 10.0 support CCE 9.0(2) or later

Finesse supports 6xxx, 7xxx, 8xxx, and 9xxx series phones

Browser Compatibility

Internet Explorer 9.0 (Win7)

Firefox 24 and above (Win7, MacOS)

51


Finesse for CCE 10.0 Scalability All Finesse Design information is in CCE SRND

Agent Counts

– 6000 configured agents on the PG

– 2000 concurrent agents per Finesse Server Pair

– 1000 concurrent agents using HTTPS

– 1000 Maximum Outbound Agents

– 50 Agents per team

– 5 Supervisors per team

Skill Groups

– 30 calls per agent, per hour

– 50 Skill Groups in Queue Gadget

– 3000 Skill Groups per PG

52

When to Migrate to Finesse

53


CCE -- Finesse & CTI-OS/CAD Mixed Deployment

Cisco Finesse

Cisco

Unified

Contact Center

Enterprise

PG

Web Services

Gadget Container

Cisco Finesse Server VOS Virtual Machine

CTI-OS or

CAD CTI

Authentication via AW

Finesse and CTI-OS/CAD shared PG

No additional CCE configuration

Agents can switch between CTI-

OS/CAD and Finesse

CTI-OS

Same rules as CTI-OS & CAD Mixed

Deployment

54


Finesse Migration – Keys to Success

55

1. Understand the feature and behavioral differences with CAD/CTI-OS

2. At a minimum, try out Finesse in your lab; know how it works

3. Utilize Mixed Mode Ability (CCE)

4. Thin client architecture makes trial easy

5. Gadget architecture allows you to deliver functionality on an iterative basis

Development Partners

56


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

None of the following integrations are sold directly from Cisco

57


Bucher+Suter CRM Connectors for Finesse

Coming later…

58


ESSENTIAL POWER PACK


2Ring is doing a tremendous job extending the

Cisco Contact Center platform.

The 2Ring GADGETS for Cisco Finesse are a

great way to enhance automation and improve

collaboration among contact center agents as well

as to enable collaboration with subject matter

experts via the use of Cisco Jabber. You should

definitely see what 2Ring has to offer.

Tod Famous

Director, Product Management at Cisco Systems, Inc.

Endorsement of 2Ring GADGETS for Cisco Finesse


2Ring BROWSER (Multi-Tab) ..

2Ring GADGETS for Cisco Finesse


2Ring infoPANEL ..


» Persistent - keeps agents informed in all Finesse tabs

» Icon Notification - language flag, Skype trunk icon, special VDN –

VIP client, incoming chat bubble, ..

» State & Time in State - with thresholds

» Message Ticker - messages sent by supervisors or by a workflow

» Action Buttons - manual automation - bookmark, send a signal to

an external system, a one-click call forward, ..


» Collaborate with other

agents based on their

presence status

» Agent Search & Lists

(Teams, Queues)

» Agent Profiles

» Integrated chat / IM

» Call / Consult / Monitor

» Set Ready / LogOut

» Time in State

2Ring TEAM ..



2Ring SCRIPTS & FORMS ..


» Empower supervisors to build unlimited

number of scripts & advanced wrap-up

forms to

› Guide agents through calls

› Enter collected data to a form

and submit at the end of a call

› Collect detailed information on

provided services using a tree

structured form


2Ring COMPACT AGENT ..


» Bring Cisco Finesse to Cisco Jabber for Windows

or to DX650

» Agent Login / Logout (persistent credentials)

» Agent State / Call Control

» Transfer / Conference / Consult

» Dial (numeric dialing panel)

» Data Visualization (complex call variables)

» Link to 2Ring SCRIPTS&FORMS

» Link to a contact card in a 3rd party CRM system


iAgent Finesse Designer


Established in 2008 with focus on enterprise companies optimizing the contact

centre operations to better attract, engage and retain business customers.

An innovator in Contact Center Technologies, with its own R&D facilities in India,

with a suite of solutions dedicated to empowering the contact center

Cisco Certified: NovelVox iSuite Products are compatible with Cisco

Experience: More then 35 Satisfied Clients across Middle East, Turkey &

India in last 5 years

Industry expertise: Finance, Telecom, Aviation, Government, Education &

Hosted industries.

Filling the Gap: with a contact center focus on bridging the gap between

business needs & technology

Customer Driven: With the R&D team that works closely with the customers,

NovelVox ensures that all its solution are customer driven

NovelVox at a Glance 70

Who? Why?

[email protected]


iAgent 71

✓ Drag and drop designer.

✓ Auto screen flips.

✓ Localization.

✓ Real-time statistics.

✓ Captures 100% CTI and

business events.

✓ Pre-Built modules

Ticketing, Knowledge

base, Surveys, E-

Learning.

✓ Hosted environment

support.

✓ Back office team support.

iAgent Finesse

Designer

iAgent Finesse Gadget designer provides rapid business

application development environment. [email protected]


iAgent Finesse Designer 72

✓ 100 % configurable interface (via Designer) : Every screen element created with

the iAgent Designer (see below) is configurable, including changes to colors, legends,

backgrounds, etc.

✓ Action library iAgent comes with its own event library that consists of nearly all types

of events, including load, fill data, request service, clear data, etc.

✓ Drag and drop CTI integration: Lets users drag and drop the CTI toolbar from the

Designer Studio window to the page, do minimal configuration

✓ Dashlet cut / copy / paste: Lets users cut / copy / paste on dashlets; also, dashlet

locations can be changed using this feature.

✓ Easy administration: No client side installation required, reducing administrator work

load in managing the app.

✓ Add Events/ actions on the fly: Using this feature, users can add actions / events.

✓ robust user management: This feature now allows seamless user creation, set up

and management.

✓ Easy administration: No client side installation required, reducing administrator work

load in managing the app.

✓ Scripting workflow administration: defined processes and guiding agents every

step of the way, calls are completed accurately and correctly and the customer

service experience becomes consistent and repeatable.

✓ Datasource management: Connect to and manage any JDBC / ODBC - type data-

base, such as MY SQL, MS SQL, Informics etc.

Features

iAgent Finesse Designer’s drag-and- drop editor allows users to create gadgets for Cisco

Finesse. The Designer makes all CTI and business events available, so creating customized

gadgets on Cisco’s Finesse desktop for your customers becomes a virtual snap

[email protected]


SMS TEXT MESSAGING for FINESSE (Live Agent)

Voice callers get written information by SMS while still on the call.

Agent can initiate an SMS text message to a caller at anytime during a call

Call-backs are reduced, time and cost are saved and caller experience is enhanced.

Set up in minutes including real-time identification of cellphone or landline.


Plantronics and Cisco Finesse

http://press.plantronics.com/australia/plantronics-announces-contextual-

intelligence-integration-to-enhance-contact-centre-agent-performance-2/

http://press.plantronics.com/australia/plantronics-announces-contextual-intelligence-integration-to-enhance-contact-centre-agent-performance-2/























© 2014 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public

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Recommended Reading: For reading material and further resources for this session, please visit www.pearson-books.com/CLMilan2014

75

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Migrating to the Finesse Agent Desktop - Why, When and...

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