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Cisco Customer Intelligence and Contact Center Solutions Overview
Watch the WebEx recording of this session by clicking this link
How to Better Manage Your Customer Service and Communications with Cisco
Cisco Confidential 2 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
Welcome and Agenda
Brian J Avery Territory Business Manager
Cisco Systems, Inc.
Cisco Confidential 3 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
§ Introduction
§ What is the Cisco Customer Education Series?
§ Cisco Collaboration Overview
§ Introducing Cisco Customer Contact Solutions
§ Cisco Unified Contact Center Express Update
§ Conclusion, Next Steps
Welcome and Agenda
Cisco Confidential 4 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
§ CCE is an educational session for current and prospective Cisco customers
§ Designed to help you understand the capabilities and business benefits of Cisco technologies
§ Allow you to interact directly with Cisco subject matter experts and ask questions
§ Offer assistance if you need/want more information, demonstrations, etc.
What Is the Cisco Customer Education Series?
Cisco Confidential 5 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
Cisco Collaboration Redefining the Collaboration Experience
Cisco Confidential 6 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
20 Years Ago: Cubicles Office Space with different Networks
Wired Ethernet and Dedicated Phone Lines
Cisco Confidential 7 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
Next Generation Workspace and New Services enabled by the Network
Today: Workspace Transformation, Ent IoT & more
Cisco Confidential 8 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
Work Home
67% of employees report an
increase in work requiring active collaboration
50% of business productivity
is tied to effective collaboration
40% of the workforce
will be mobile by 2016
Cisco Confidential 9 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
Collaboration Is Challenging
Most employees are better at individual performance than team performance
§ Complex, evolving team networks
§ Increase in non-routine work that requires team decisions
§ Disjointed tools, inconsistent experiences
Cisco Confidential 10 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
#1 #2
Technology Experience
Technology- Centric Approach to Collaboration
Cisco Confidential 10 C97-732501-00 © 2014 Cisco and/or its affi l iates. All rights reserved.
Cisco Confidential 11 © 2013-2014 Cisco and/or its affi l iates. All rights reserved. Cisco Confidential 11 C97-732501-00 © 2014 Cisco and/or its affi l iates. All rights reserved.
#1 #2 #1 #2
User Centric Approach to Collaboration
Technology Experience
Cisco Confidential 12 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
Enabled by a Comprehensive Architecture
Consistent Experience
Collaboration Services
Network-Based
Platform
Deployment Models
Voice and Video
IM and Presence
Content Sharing
Conferencing
Scheduling and Calendaring
Messaging and Recording
Edge
Workflow
Security Network
Data Center
Management Medianet
On Premises Cloud +
An Easy and Simple Experience from Any Device
Every Desk
Every Room
Every Pocket
Cisco Confidential 14 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
On Premises Hybrid Cloud
Cisco Unified Communications Manager The Heart of Cisco Collaboration
Cisco Unified Communications
Manager
Cisco Confidential 15 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
Open and Interoperable
Lead and set
industry standards
Support third-party endpoints
Develop native,
standards-based
products
Cisco Confidential 16 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
Holistic Collaboration Experiences, Investment Protection Standards-Based Interoperability
SIP H.264AVC H.264SVC
H.265
BFCP XMPP HTML5 WebRTC
Most Widely Adopted Protocols in Their Categories Multivendor, Demonstrated Interoperability, Broad Industry Support
Includes Support for Legacy Protocols: QSIG, H.323, ISDN PRI, More
Voice/Video Signaling
Video Codecs
Desktop Sharing
Instant Messaging, Presence
Web-Based Collaboration
The Results
85,000,000 Cisco IP Phones Sold
To Date
22,000,000
Cisco Jabber Mobility, Presence and IM Clients To Date
95% Of the Fortune 500 Have Cisco Collaboration Deployed
1,000,000,000 Cisco WebEx® Minutes Used per Month
#1 Market Share
Enterprise Voice Revenue Worldwide and US
Avaya
Mitel Unify Alcatel-Lucent NEC Polycom ShoreTel Microsoft
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
3,300,000 Cisco Contact Center Agents
#2 Market Share and Growing
Cisco Customer Intelligence Solutions
Cisco Confidential 25 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
Increase Satisfaction with Exceptional Customer Care
Cisco® Customer Collaboration Highly Available, Virtual, and Sophisticated Customer Interaction
§ More than 3 million Cisco Contact Center agents shipped § Connect customers to company experts correctly the
first time § Accelerate call center productivity and interaction capabilities § Increase employee satisfaction and retention § Improve customer satisfaction and loyalty § Choose a deployment option right for your customer-care strategy
Facebook Twitter RSS
Cisco Confidential 26 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
Analyst and Market Share Validation
This Magic Quadrant graphic was published by Gartner, Inc. as part of a larger research note and should be evaluated in the context of the entire report.
Source: Gartner
Worldwide Revenue Market Share
Cisco Contact Center grew 27% FY 2014
Unified Contact Center Express Release
Frank Gagliardi
Customer Experience / Contact Center Solution Specialist Cisco Systems, Inc
June 2015
Express
Cisco Confidential 29 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
Unified Contact Center Express Overview
29
Additional Capabilities:
High Availability
Proactive Social Media
(SocialMiner)
Predictive Outbound Workforce Management
CRM Connectors
Quality Management
Best-of-Breed Interactive Voice Response (IVR): v Rich Self Service v Custom Greetings & Announcements v Speech Recognition (ASR/TTS) v API Integration
Intelligent Voice Contact Routing: • Time-of-day • Look ahead • Overflow • Courtesy Callback
Finesse: The Next Generation Agent Desktop • Easier to Use • Easier to Customize • Lower TCO • More Efficient • Finesse Gadgets
Multi-Channel Contact Routing: v Voice contacts v Chat requests v Email contacts v Outbound Preview v Video Agents!
Advanced Reporting: ü Historical Data ü Live Data ü Custom Dashboards ü Automated Delivery Schedules
Cisco Confidential 30 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
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)
- 20 to 12K seats -
Cisco Confidential 31 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
Finesse Agent Desktop Multiple Columns of Gadgets, Maximize/Restore
Individual Gadgets can be maximized and then restored Each tab can have a different number of columns
New in
10.5!
Cisco Confidential 32 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
Live Data Report Gadgets inside Finesse
Gadgets are added to the default gadget layout, no manual configuration
32
Cisco Confidential 33 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
Live Data Agent Reports in Intelligence Center Agent Statistics - How am I doing?
Agent State Log - My state log since midnight
Agent CSQ Statistics - Details of CSQs to which I belong
Agent Team Summary - What are the others in my team doing?
Cisco Confidential 34 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
Finesse Agent Experience
• Finesse Cockpit View
• Inbound Voice
• Outbound Voice
• Customizable per team • Gadget layout • Phonebook • Wrap-up
• Live Data Reports
• Integrated Gadgets
• Automatic Redirection Upon Failover
• Browser-based Finesse agent desktop for easy management & upgrades
• Designed to empower agents via user-centered design product
• Flexible and Expandable – Finesse is a web gadget container • All applications that agents need (Cisco or
3rd party) contained within Finesse • Administrators define agent and supervisor
layouts
• Developer Friendly Web API, OpenSocial Gadgets
• Cisco Developer Marketplace to showcase gadgets built by Cisco Development Partners
35
Inbound Agents
Cisco Confidential 36 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
Finesse Supervisor Experience
• Team Management • Agent State • Silent Monitoring • Barge and Intercept • Playback recordings
• Live Data reporting
3
Cisco Confidential 37 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
Web Chat Overview
Functionality Packaging
Simple to Deploy
• Two choices for routing algorithms
• Most skilled agent
• Most idle agent
• Real time reports
• Transcript retention and retrieval, download by customer
• Ability to route chat while agent is on voice call
• Ability to route voice while agent is on chat
• Configurable “agent no answer” and “chat idle timeout”
• Integrated multi-session Web Chat functionality included with the premium seat license
• Web Chat will require separate server to host SocialMiner
• Browser based agent and supervisor interface
• Built-in tool to create sample code for customer website form
• Complete configuration in 5 simple steps
Cisco Confidential 38 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
Web Chat Multi-Session Chat
• 60/120 concurrent sessions depending on deployed OVA
• Audible alerts
• Agent alias
• Ability to control
• Maximum Number of Chat Sessions Per Agent
• Offer Voice Call When on Chat & vice versa
New in
10.5!
Contact Details from the chat form are displayed to the Agent
Cisco Confidential 39 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
• State change ‘Ready for Chat’ ßà ‘Not Ready for Chat’
• Busy after maximum number of simultaneous chats
Web Chat Chat State and Pre-Defined Responses
New in
10.5!
• Administrators create, modify or delete predefined responses • Configure up to a maximum of 10 predefined responses
Cisco Confidential 40 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
Outbound Agent Direct Preview, Progressive, & Predictive • Direct Preview, Predictive and Progressive Dialer with
Finesse:
• Blended inbound and outbound operations
• Call Progress Analysis on ISR Gateways
• Outbound Reports
• Entry level Campaign Management with API support
• Preview Included with the Premium seat license
• Predictive and Progressive agent/IVR requires separate licenses
40
Cisco Confidential 41 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
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
Outbound Agent Direct Preview, Progressive, & Predictive
New in
10.5!
Cisco Confidential 42 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
Outbound Agent Callbacks and Call Reclassification
42
New in
10.5!
Agent who receives a direct preview outbound call will see the Reclassify button
• 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
Cisco Confidential 43 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
§ Ability to Start and Stop campaigns
§ Import Contacts
§ Retry Options
Campaign Management
§ Dialing Properties
§ Duplicate Contact Removal
§ Campaign Management API
Cisco Confidential 44 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
Cisco Unified Intelligence Center
• Unified Intelligence Center (Standard version) is co-resident with Unified CCX
• Included at no cost
• User management is integrated with CCX
• Live Data and Historical Reports
• Customized views, thresholds on reporting data
• Create graphical views to existing reports (charts, gauges)
• Schedule reports to distribute via PDF, Excel or embedded in email
• Permalinks enable one-click access to reporting data
Cisco Confidential 45 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
Cisco Unified Contact Center Express A Proven Solution
More than 13,000 customer deployments
Easier to buy and deploy Increased value proposition
• Sold by more than 1600 Cisco® Advanced Unified Communications Specialized Partners
• High-quality, easy to deploy, scalable to 400 agents
• Offers low cost Enhanced and Premium license bundles
• Bundles with Business Edition 6000 and 7000
• Offers flexibility via REST API’s and partner gadgets
• Workforce optimization at an affordable price point
• Integrated IVR, outbound, email, web chat
Cisco Confidential 46 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
Innovation in Customer Collaboration
MediaSense Recording as a Platform
Finesse®
Customizable Agent Cockpit
CUIC Web 2.0 Reporting
SocialMiner®
Social Media Customer Care
Twitter Facebook
RSS Custom feeds
Cisco Confidential 47 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
• Providing choice in virtualized server models and hardware configuration
• vMotion is supported when UCCX VMs are installed on shared storage (SAN)
• vMotion is not supported for real-time load-balancing of UCCX VMs
• Hypervisor ESXi 5.0, 5.1, and 5.5 are supported
• Boot from SAN is supported
• Three OVA profiles are available for easy deployment
3rd-party Spec-Based
UCS
Virtualization Support
Starting release 10.0, deployment is VM only
Cisco Confidential 48 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
REST APIs
• Provisioning • Call Control Group, Grammar, Prompt and
Documents, Trigger
• Configuration • Agents, Skills, CSQs, Resource Groups, Teams
• Outbound Campaign Management • Get, Create, Modify, Delete
• Finesse Desktop APIs
4
Cisco Confidential 49 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
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
49
New in
10.5!
Cisco Confidential 50 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
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
• Voice Analytics
50
New in
10.5!
Cisco Confidential 51 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
Let Cisco Customer Collaboration Help You
www.cisco.com/go/cc
Navigate market transitions like mobility, proactive care, social media, and analytics
Align to customer care business strategies such as cost management, customer relationships, complete care experience
Complement investments in the Cisco® Collaboration portfolio for enhanced experiences and accelerated ROI
Cisco Confidential 52 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
Cisco Confidential 53 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
Thank You and Next Steps
Brian Avery [email protected]
Frank Gagliardi [email protected]
Contact Your Cisco Partner https://tools.cisco.com/WWChannels/LOCATR/performBasicSearch.do
www.
Learn more about Cisco Collaboration: www.cisco.com/go/collaboration/
Cisco Confidential 54 © 2013-2014 Cisco and/or its affi l iates. All rights reserved.
§ CCE sessions are held weekly on a variety of topics
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Visit http://cs.co/cisco101 for details
Join us again for a future Cisco Customer Education Event
Thank you.