Cisco Spark - clnv.s3.amazonaws.com · Express (UCCX) Cisco Packaged Contact Center Enterprise (PCCE) Cisco Unified Contact Center Enterprise (UCCE) As a Service Hosted Collaboration

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Cisco Spark

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How

cs.co/ciscolivebot#BRKCCT-1009BRKCCT-1009Cisco Spark Care

© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 3BRKCCT-1009

Cisco Customer Care Portfolio

Large

Contact Center

Small

Contact Center

Small Teams

Market Size On Premises

Cisco Unified

Contact Center

Express (UCCX)

Cisco

Packaged

Contact

Center

Enterprise

(PCCE)

Cisco Unified

Contact Center

Enterprise (UCCE)

As a Service

Cisco Hosted

Collaboration

Solution for

Contact Center

(HCS for CC)

Context Service


Business Challenges

• Need for informal customer care

• Limited or no IT support

• Existing CC solutions are too expensive or

complex for Team use cases

• Home-grown solutions poses security,

maintenance or integration challenges

• Low-end web chat offerings are too limited


Cisco Customer Care Portfolio

Large

Contact Center

Small

Contact Center

Team

Market Size On Premises

Cisco Unified

Contact Center

Express (UCCX)

Cisco

Packaged

Contact

Center

Enterprise

(PCCE)

Cisco Unified

Contact Center

Enterprise (UCCE)

As a Service

Cisco Hosted

Collaboration

Solution for

Contact Center

(HCS for CC)

Context Service

Cisco SparkCare

Cisco Spark Care

Sajith Kaimal, Product Manager

BRKCCT-1009

• Introduction to Spark Care

• Spark Care Platform

• Spark Care Features and Demonstration

• Spark Care Roadmap

• Call to Action

Agenda

Cisco Spark Care


Introduction to Cisco Spark Care

Add-on to Cisco Spark.

Integrated Administration &

enterprise-class security

Very Easy to

Deploy & Manage

Can compliment a

formal Contact

Center solution

External & Internal

customers

Digital Care for Small

teams & Help desks


End customer ingress for Spark Care - Website “bubble”


Administrator interface – Cisco Spark Control Hubhttps://admin.ciscospark.com


Agent Desktop for Spark Carehttps://care.ciscospark.com

Spark Care Platform


Spark Care Solution Standards

Security

• Cisco Secure Development Lifecycle

• E2E Encryption

Privacy

• Data Classification (PII, Encrypted, Public)

• Customer owns the data

• Customer Encryption Key Management (KMS)

Usability

• User Experience Led

• Single Administrative Interface

• Keep it Simple, Build for Future

Design for Scale/Reliability

• Microservices

• CI/CD

• 12 factor applications

• Proactive Alerting

• HA, Failover


Traditional Vs. Microservices Architecture

CCBU Cloud

Load Balancing

All Interfaces


Spark Care Logical View

CCBU CloudSpark

3rd party -

Messaging,

Social, Email,

IoT, ...

Voice

Chat

Customer Entry Points &

Inputs



CCBU CloudEnd Points of Care

UCCX/UCCE

Spark Care

Desktop

Spark

(rooms, people)



CCBU Cloud

UCCX/UCCE

Spark Care

Desktop

Spark

(rooms, people)

Routing

Treatments

Customer Identity & Context

Work Management

Data Collection, Reporting, and Analytics

API Gateway

Media

Managers

Web Chat

Bot

Assistance

IVR

Others

Queue

Managers

Teams

Cloud Care

Agents

Premise

Agents

Hybri

d

Spark

3rd party -

Messaging,

Social, Email,

IoT, ...

Voice

Chat


Spark Care System Logical Architecture* SPARK PLATFORM SERVICES

IAAS Layer (AWS, Cisco WebEx Cloud, …)

SecurityVirtualization

Internal

Tenant(s)

External

Services

Clients

Dynamic Java SDK CS JS SDK

Agent

UICustomer UI

CS Finesse

Gadget

Spark JS SDK

CS Prem

Integration Deploy

Testing

Jenkins

Platform

Orchestration

Deploy & Operations LayerPackaging Consul Terraform Swarm Vault

Control

Hub*

Identity*

Hybrid

Fusion*

Key Mgmt*

NLP/ML

External

Solution

Integrations

Spark*

Message

Tropo*

Spark Call*

UCCE /

UCCX

PaaS

Services

LayerPlatform 3.0

CassandraElastic

Search(Search/Store)

Apache

Spark(Reporting)

LoggingApache

Kafka

Metrics

&

Alerting

Offered

ServicesContext

Service

Care

Services

Voice

Mail

Care

Assistant

AA …

Universal

Router

Auditing / Reporting

Collection

Reporting Analytics

BOT

Services


DatacentersUnited States datacenter locations

Spark Care Microservices

Cisco Spark Microservices

Cisco Spark Media node

(Message & Meet)

Cisco Key Management Server

Oregon

N. Virginia

Cisco WebEx Cloud Platform

AWS

Rackspace

N. California

Ohio

Dallas

Spark Care Features

Spark Care Features

Cisco Spark Care

1. Universal Routing

2. Multi-session Web Chat

3. Proactive Chat

4. Voice Callback

5. Surveys

6. Context Service


Routing in Spark Care

Customer

Initiated

Request

Business on Cisco Spark Care

Auto

Assignment

New!



Customer

Initiated

Request

Pick Routing

Manual

selection

ANY

Agent

New!




Customer

Initiated

Request

Pick Routing

Automated Routing

Manual

selection

Auto

Assignment

ANY

Agent

Longest

Available

Agent



Multi-session Web Chat

Agents can chat with multiple

customers

Agent picks chat tasks from queue or

gets tasks pushed to them

Easy to Deploy, Easy to Use


Proactive Chat

Proactively notifies and invites website

visitors to engage with the business

Triggered by customer’s time spent on

a specific webpage

Configurable wait time before

proactive chat popup


Voice Callback

4. Spark Call placed

to customer phone

Spark Care

2. Spark Care

offers task to agent

1. Customer initiates

a callback request 3. Agent

Accepts the task

Control

Media

Cloud PSTN

provider

Voice CallbackQuick and easy setup

Leverages Spark Call for voice media

Supports pick and push routing


Surveys - Voice of Customer

5-star customer satisfaction scoring

Currently Included with chat and

callback

View customer satisfaction historical

Report by Date and Media Type


Context Service

Agents can view full customer journey

history

Integrated with Spark Care, no

additional configuration required

APIs to integrate with external Data

sources


Connecting the dots with Context Service

Sales ServiceClaims

Customer

Context

Credit

Customer

Context

Digital Marketing

Context Service

LO

B #

1

LO

B #

2

Spark

Care

Bac

k O

ffic

e

Oth

er

Dep

t

Customer

ContextCustomer

ContextCustomer

Context

Customer

Context

Demo

• Admin configuration

• Multi-session Web Chat

• Proactive Chat

• Voice Callback

• Surveys

• Context Service

Automated Assistants - BOTS

Cisco Spark Care

1. Care Assistant (CA)

2. Customer Virtual Assistant (CVA)


Bots Bots Everywhere!


It’s Raining Bots!

api.ai


Care Assistant

Care AssistantBot to facilitate expert assistance

Self administered Spark feature

Integrates with external Natural Language services

Teams of Experts in Spark Spaces

Need Help

Spark Care

NLP / Dialog

Service


Care Assistant

Teams of Experts in Spark Spaces

Need Help

1. Administrator designates CareAssistant

Bot to an expert space

2. Customer invites

CareAssistant bot to a

new 1:1 space

3. Customer asks a

question

4. Can someone help?

5. An expert volunteers to

help

6. New space set up between

customer and expert for

personalized assistance

Spark Care

NLP / Dialog

Service


Customer Virtual Assistant

Spark Care

CVABot self-service for Spark Care

Connected, Continuous and Contextual

Integrates with external Natural Language services

2. Customer

asks questions

NLP / Dialog

Service

4. Customer

gets responses

3. Care queries NLP

service for response

1. Administrator

configures the

NLP/dialog engines

5. Spark Care

escalates to agent

Chat with Bot

Chat with Agent

6. Agent continues

conversation

• Care Assistant (CA)

• Customer Virtual Assistant (CVA)

Demo

Glimpse of the future


The Cisco products, services or features identified in the upcoming slides 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.

40BRKCCT-1009

http://www.cisco.com/


Chat to Video Escalation

Agent can escalate an ongoing chat

interaction to a Video Call

Integrated with Spark Care, no

additional code or codec installation

required

Enables a more personalized

customer care experience

Ideal for specific vertical markets


Expert Virtual Assistant

Expert Spark RoomsCustomer Spark room

Care Assistant

Customer Virtual Assistant

Spark Care

Spark Care

Business website Agent Desktop




Expert Spark Rooms

Spark CareBusiness website

Agent Desktop

And / Or


DatacentersEurope datacenter locations

Spark Care Microservices

Cisco Spark Microservices

Cisco Spark Media node

(Message & Meet)

Cisco Key Management Server

Cisco WebEx Cloud Platform

AWS

Rackspace

Ireland

(Proposed)

AmsterdamFrankfurt

London


Inbound Voice as a channel

Spark Care

2. Spark Care

offers task to agent

1. Customer calls the

business via PSTN

3. Agent

Accepts the task

Control

Media

Cloud PSTN

provider

Inbound VoiceLeverages Spark Call for voice media

Supports pick and push routing

Voice self-service Auto Attendant (AA)


Auto Attendant Treatment and Routing to Care Agents

Add a

Step

Route Call

to Queue

Configure

Treatment


Hybrid inbound voice with CUCM

2. Call delivered to

UCCE/UCCX agents

1. Customer calls the

business via existing PSTN

Spark Care

Hybrid Voice with CUCMWorks with existing PSTN infrastructure

Agents use their CUCM endpoints

Calls routed to Spark Care via Expressway

CUCM clusters CCE/X

Private SIP Trunk

Enterprise

3. Call sent to Spark

Care via Expressway

for Treatment

4. Call delivered

to Spark Care

Agents


Recap and Call to ActionCisco Spark Care is now available. Try it out!

Partners, Enable Spark

Care for your

organization with

CUWP

Demo Spark Care to

your customer

Customers, try out

Spark Care. Ask your

partner to enable Care

today!

It’s free! Free for up to 90 days!

Need Help? Invite [email protected] into a Spark space & ask, or e-mail [email protected]

www.ciscospark.com/sparkcare.html

mailto:[email protected]

mailto:[email protected]


Cisco Spark

Questions? Use Cisco Spark to communicate with the speaker after the session

1. Find this session in the Cisco Live Mobile App

2. Click “Join the Discussion”

3. Install Spark or go directly to the space

4. Enter messages/questions in the space

How

cs.co/ciscolivebot#BRKCCT-1009BRKCCT-1009Cisco Spark Care


• Please complete your Online Session Evaluations after each session

• Complete 4 Session Evaluations & the Overall Conference Evaluation (available from Thursday) to receive your Cisco Live T-shirt

• All surveys can be completed via the Cisco Live Mobile App or the Communication Stations

Don’t forget: Cisco Live sessions will be available for viewing on-demand after the event at www.ciscolive.com/global/on-demand-library/.

Complete Your Online Session Evaluation

http://ciscolive.com/Online

http://www.ciscolive.com/global/on-demand-library/


Spark Care License

Cisco Spark™ Care (K1) will be an add-on on a Named-User basis to any Cisco Spark Offer

Spark Calling

Offer

(any type)

Spark Message & Meeting Offer

(any type)

Spark Care K1

MRSP $17/agent/month

• Agent desktop, reporting

• Chat

• Callback

Thank you

Documents

Cisco Spark - clnv.s3.amazonaws.com · Express (UCCX) Cisco Packaged Contact Center Enterprise (PCCE) Cisco Unified Contact Center Enterprise (UCCE) As a Service Hosted Collaboration