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© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 1
Cisco UCC Winning with Customer Care
Abderrahim MAROUFIConsultant Avant-Vente Cisco Expo 2009
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 2
Why does my business need a Contact Center?
Cisco Unified Contact Center
Cisco CVP
Cisco Intelligent Suite
Cisco Deployment Models
Conclusion
Topics
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 3
Why does my business need a contact center? Because caring for your customers is *important*
Service Quality
Product Features Price
Likelihood to (Re)Purchase
Source: Harvard Business Review, 2004; Monitor Group (Rayport, Jaworski)
As products commoditize, service quality has the highest impact on customers’ decisions to leave or stay.
5:1difference in
customer impact
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 4
Because clients who have a great customer service experience become loyal customers ...
... and it's easier to keep your existing customers than to win new ones
Why does my business need a contact center?
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 5
Why does my business need a contact center?
Because clients who have a great customer service experience spread the word
A great contact center can help bring in new customers
And because a great contact center can enhance (and define) your BRAND
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 7
Why does my business need a Contact Center?
Cisco Unified Contact Center
Cisco CVP
Cisco Intelligent Suite
Cisco Deployment Models
Conclusion
Topics
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 8
IP Network
Agent Desktop
SCCP/SIP
H.323MGCPSIP
Customer
Cisco Voice Gateway
PSTN
RTP
ICMICM
CallManager
Unified Intelligent Contact ManagementProvides multichannel skills-based routing
Manages agent and task states across all media types and controls call queuing
Provides real-time and historical reporting
Cisco Unified CallManagerProvides call processing and call control
Manages voice gateways and IP phones
Supports redundant/clustered options
Cisco Unified Contact Center Enterprise: Components
JTAPI
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 9
IP Network
ICMICM
IP-Queue Platform
CallManager
Unified Intelligent Contact ManagementProvides multichannel skills-based routing
Manages agent and task states across all media types and controls call queuing
Provides real-time and historical reporting
Cisco Unified CallManagerProvides call processing and call control
Manages voice gateways and IP phones
Supports redundant/clustered options
Cisco IP Queue PlatformCisco Unified Customer Voice Portal or IP IVR
Acts as a queue point for voice IP calls
Plays “real-time” messages and provides treatment to callers
Cisco Unified Contact Center Enterprise: Components
Agent Desktop
SCCP/SIP
H.323MGCPSIP JTA
PIG
ED-125 (SC
I)
Customer
Cisco Voice Gateway
PSTN
RTP
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 10
IP Network
Agent Desktop
SCCP/SIP
H.323MGCPSIP
Customer
Cisco Voice Gateway
PSTN
RTP
ICMICMICM
IP-Queue Platform
CallManager
Unified Intelligent Contact ManagementProvides multichannel skills-based routing
Manages agent and task states across all media types and controls call queuing
Provides real-time and historical reporting
Cisco Unified Contact Center Enterprise: Components
Outbound Option
TCP-IP/M
RG
ED-125 (SC
I)
Cisco Unified CallManagerProvides call processing and call control
Manages voice gateways and IP phones
Supports redundant/clustered options
Cisco Unified Voice Self-ServiceCisco Unified Voice Portal or IP IVR
Acts as a queue point for voice IP calls
Plays “real-time” messages and provides treatment to callers
Cisco Outbound OptionSoftware-based IP dialer for outbound calling
Blends CCE Inbound and outbound calls
Handles “Do-Not-Call-List”, “Callbacks” and “Transfer to IVR” campaigns
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 11
IP Network
Agent Desktop
SCCP/SIP
H.323MGCPSIP
Customer
Cisco Voice Gateway
PSTN
RTP
Cisco Unified Contact Center Enterprise: Components
ICMICM
The E-Mail Interaction Manager
Acts as a POP-3 client for inbound groupmailers like [email protected] Manages auto-replies to automatically handle specific types of e-mail messagesShares a common Knowledge Base acrossE-Mail and Web Interactions
E-Mail Interaction Manager
IP-Queue Platform
CallManager
Outbound Option
The Web Interaction Manager
Provides “opt-out” of Web pages to speak to a live agentProvides Contact/Call History across allchannels for Agent in real-time viewConnects to customer DMZ and handlesfirewall/security issues and dynamiccontent issues
DMZ
Web Interaction Manager
TCP-IP/M
R
Deployed as a Shared “Cisco Interaction Manager”
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 12
Contact Center Server Component Detail
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 13
DMZ
ICMCisco CallManager
Web Interaction Manager
Cisco Outbound Option
IP-Queue Platform
E-Mail Interaction Manager
ICM
Cisco Unified Contact Center: Component Detail
ICM Central Controller Router—call-processing engine (ACD brain)Logger—database, configuration, call recordsCan support 6000+ agents
Router Logger
Rogger
PG-CCM PG-IPIVR
Generic PG
ICM Peripheral Gateway (PG)PIMs—peripheral Interface ManagersInterface to CCM, IP/IVR, and TDM PBXCombined as a “Generic PG”
Media routing—provides access for outbound, e-mail, and Web collaboration requests
CTI Server/CTI-OS/CADInterface to desktop/CTI clientPG/CTI OS Scalability Information 6.0 = 500 Agents / Server 7.0 = 1,000 Agents / Server 7.1 = 1,500 Agents / Server7.2 = 2,000 Agents / Server (7.1.2)
Progger
2000 agents on Rogger
CTI Server/CTIOS
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 14
DMZ
ICMCisco CallManager
Web Interaction Manager
Cisco Outbound Option
IP-Queue Platform
E-Mail Interaction Manager
ICM
Cisco Unified Contact Center: Component Detail
AW/HDS/WV
ICM Admin Workstation (AW) toolsConfiguration, script editor, monitor
Historical data server/WebView serverReporting
WebView (WV) Servers can be Co-loaded on HDS servers as in prior releases, or WV can be localized on its own server for scale/languages
ICM 7.2 supports up to four HDS servers and up to four WebView servers per HDS which can support 50 concurrent users per WebView Server for a total of 800 WebView users.
WebView Client
HDS
WebView Server
WebView Server
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 15
Admin Workstation - Details
CCDB
Distributor AW
Client AW
RouterLogger
AWDB
WVDB
HDS
Real Time Data from PG’s
Real-Time Feed
Real-Time Data
*At least one Distributor AW must be installed and have connectivity to the Central Controller
Configuration changes are made from the AW, but are written directly to the Central Controller Database and Router RAM
Client AW’s make changes Through the Distributor AW that is providing its Real-Time Data
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 16
DMZ
ICMCisco CallManager
Web Interaction Manager
Cisco Outbound Option
IP-Queue Platform
E-Mail Interaction Manager
ICM
Unified Contact Center Enterprise: Component Detail
Outbound OptionCampaign Manager—runs on ICM Logger serverDialer—software/simulated IP Phones for CCM
Can be co-loaded on PG platform Can have multiple dialers ~96 ports/dialer
Logger
Campaign Manager
Dialer
PG
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 17
DMZ
ICMCisco CallManager
Web Interaction Manager
Cisco Outbound Option
IP-Queue Platform
E-Mail Interaction Manager
ICM
E-Mail Interaction ManagerSmall—50 Agts/35K-Mo Single ServerMedium—50-70 Agts/200K Break out DB SvrLarge—70+/500K Break out 3 Servers: Web/App Svr, Services Svr, and DB Svr
Unified Contact Center Enterprise: Component Detail
Web/App Server DB Svr
Services Svr
EIM Svr
Outbound Option Campaign Manager—runs on ICM logger serverDialer—software-based SCCS phones for CCM
Can be co-loaded on PG platform Can have multiple dialers ~96 ports/dialer
Logger
Campaign Manager
Dialer
PG
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 18
UPCCE Architecture: Fault Tolerance
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 19
CallRouterA LoggerA
NIC Carrier Network
ACD1 AW2 ACD2PG2a PG2b PG3a PG3bPG1a vru1
CallRouterB LoggerB
NIC
Fully Duplexed ICM and PG’s
PG1b
AW1
Visible/PublicPrivate
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 20
ICM Fault Tolerance
ICM software uses two approaches to fault tolerance:
Hot StandbyIn the event of a primary process failure, the backup process is activated and takes over.
Synchronized Executionall critical processes (CallRouter, Logger, and Database Manager) are duplicated on separate computers.
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 21
SQL
ICM Fault Tolerance
Router
SynchronizedZone
Router SQL
Logger
CCAG CCAG RCVRCV
LoggerMDSEnabled
Synchronizer
Private Private
Visible/Public Visible/Public
MDSDisabled
Synchronizer
NIC NIC
Carrier Network
RouterLogger LoggerRouter
PG1A PG2A
ACD ACD
Active Connection
Side A
Active Connection
Side B
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 22
Duplexed PG’s
ActivePIM1
IdlePGAG
MDSEnabled Synchronizer
OPC
PGnA
Public/Visible
Central Controller Side A Central Controller Side B
CCAG CCAG
LAN / WAN
IdlePIM1
ActivePGAG
MDSDisabled Synchronizer
OPC
PGnBSynchronizedZone
Active
Idle
Private Network
ACD
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 23
Why does my business need a Contact Center?
Cisco Unified Contact Center
Cisco CVP
Cisco Intelligent Suite
Cisco Deployment Models
Conclusion
Topics
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 24
Cisco Unified Customer Voice Portal
CVP
Voice XML based IVRHighly scalable and distributed architecture for …Deployment of speech applications and …Voice over IP call control using H.323 and SIP
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 25
Overview—Customer Voice Portal
CVPCall Control
IOSVoiceXMLBrowser
CVPVoiceXML
Server
Customers
EnterpriseInfrastructure
Agents
VoiceXML application development using an Eclipse toolkitJ2EE runtime for serving VoiceXML
Interprets VoiceXMLDTMF and Speech
Telephony switching and on-net queuing
TDM or IP
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 26
Web / Application Server
Computer with Web Browser
HTTP request / response
HTML
Databases and back-end systems
Voice Browsing vs. Web Browsing
Collect DTMF / Speech input
Play media files / TTS
VoiceXML Gateway
Voice Browser
PSTNPSTNHTTP request / response
IP LAN / WANVXML
<?xml version="1.0"?>
<VxML version="2.0" xmlns="http://www.w3.org/2001/ vxml">
<form>
<block>Hello World!</block>
</form>
</vxml>
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 27
Why does my business need a Contact Center?
Cisco Unified Contact Center
Cisco CVP
Cisco Intelligent Suite
Cisco Deployment Models
Conclusion
Topics
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 28
Cisco Unified Intelligent Suite
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 29
Intelligence CenterAvailable only through integrated product releases (not sold separately)
Phased rollout to replace existing reporting toolsReplacement for Webview in 8.0 (parallel environments will be allowed until the next major release)
Real-time and historical Dashboards, charts & grids Easy-to-use, wizard based interface
Definable user groups & data collectionsFeature set controlCustomizable ThresholdsTime zone and UI preferences
Native ad hoc reporting
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 30
Why does my business need a Contact Center?
Cisco Unified Contact Center
Cisco CVP
Cisco Intelligent Suite
Cisco Deployment Models
Conclusion
Topics
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 31
UCCE Deployment Models
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 32
Cisco Unified Contact Center Deployment Single-Site Deployment
Characteristics:All calls come into the site on a local voice gateway and stay within the site2,000+ Contact Center agents per Cisco Unified CallManager clusterAgents can have multiple channels (voice, Web, e-mail, outbound)ICM servers can be redundant and IP-IVRs load balanced for fault-toleranceICM never touches the voice call, it only provides call control to the IVRs, CallManagers, and agents to direct contacts in the networkIP Voice
TDM VoiceCall Controland CTI Data
IP-IVRs
E-Mail Interaction Manager
POP-3
ICM
PSTN
PG
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 33
Cisco Unified Contact Center Deployment Multi-Site with Centralized Call Processing (CVP)
Characteristics:Call treatment and queuing will be distributed, executing on the local gateway where calls terminate, minimizing WAN VoIP traffic.2,000+ Contact Center agents per Cisco Unified CallManager clusterAgents can have multiple channels (voice, Web, e-mail, outbound)ICM servers can be redundant for fault tolerance; however, if remote sites are cut off, the agents will no longer be part of the contact centerCallManager locations-based CAC or RSVP CAC is used across the WAN sites for call admission control.
WAN
PSTN
POP-3
ICM
IP VoiceTDM VoiceCall Controland CTI Data
PG
CVP
E-Mail Interaction Manager
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 34
Cisco Unified Contact Center Deployment Multisite—Distributed Call Processing-Classic (CVP)
Characteristics:Multiple Cisco Unified CallManager clusters, each with own ICM PGs for call controlCall treatment and queuing will be distributed, executing on the local gateway, regardless of CVP server location. Unified CVP is shown centrally located in diagram.VoIP traffic can be contained within the LAN of each site, if desired. The QoS WAN would be required for voice calls to be transferred across sites 2,000+ Contact Center agents per clusterFailure at one site has no impact on operations at another site. Gatekeeper CAC or IP-IP GW RSVP is used for call admission control.
PG
IP VoiceTDM VoiceCall Controland CTI Data
PSTNPOP-3
ICMWAN
ICM
PG
PG
CVP
E-Mail Interaction Manager
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 35
Cisco Unified Contact Center Deployment Legacy ACD Integration
Characteristics:Legacy TDM ACD sites can also be integrated using ICM Peripheral Gateways
Each TDM ACD has its own unique PG type (Avaya, Aspect, Nortel)
The ICM integrates the TDM and IP sites as a single “virtual” contact center across all channels
PSTN used for TDM call termination or VoIP using local gateways for toll-bypass
Common for “outsourcer”
PSTN
IP-IVR
IP VoiceTDM VoiceCall Controland CTI Data
POP-3
ICMIP-IVRs
WAN
ICM
PG
PG
E-Mail Interaction Manager
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 36
Cisco Unified Contact Center Deployment Multisite—Distributed Call Processing: Parent/Child
Characteristics:Single ICM Parent (geographically distributed for redundancy) with CVP for enterprise network queue
Site-Based Child Contact Center Enterprise/Express Systems
Cisco Unified CallManager clusters at each site under control of Child Contact Center
ICM requires separate, dedicated private links over the WAN
Calls are treated and queued in CVP at parent and sent to available Child agents
2,000 Agents per CC-E Child300 Agents per CC-X Child28,000+ Agents at ICM Parent
Gatekeeper CAC or IP-IP GW RSVP is used for call admission control
Child CC
Express
IP VoiceTDM VoiceCall Controland CTI Data
PSTN
IP-IVR
ICM Parent
IP-IVR
WAN
ICM Parent
Child CC
Child CC
CVP
CVP
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 37
UCC-E Data Center
Internet
BroadbandProvider
HomeOffice
IPSec VPN Tunnel for Agent Desktop
Cisco Unified Contact Center Enterprise: Mobile Agent1. Agent logs in at home desktop (CTI OS/CAD)
with instrument number and POTS number2. UCC-E Registers Agent and sets up “Nailed Up”
call in CallManager to agent home phone3. Incoming Call arrives at UCC-E, Agent is
selected and call is sent to remote site via PSTN
Agent: 55555/Home Phone: 212-555-1212
Mobile Agent also allows Supervisors to monitor calls with a CTI OS Silent or CAD VoIP Monitor Server installed at the UCC-E Data Center location where the media is streaming between the Ingress and Agent Voice Gateways
PSTN
VoIP/ Silent
MonitorServer
PSTN
PG
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 38
Large Call Center
Data Center/Call Center
UCCE Application ServersIPIVR/PG/ICM
Single virtual call center with high availability
Redundant UCCE servers split over the WAN at each location
Single redundant CCM cluster split over the WAN in both locations
Distributed VG and queuing with IPIVR/CVP
Gatekeeper-based Call Admission Control (CAC)
CallManagerCluster
UCCE High Availability Deployment Model Clustering over WAN (CWAN)
CallManagerCluster
CallManagerCluster
IP VoiceTDM VoiceCall ControlCTI Data
IP WAN
PSTN
Redundant UCCE ServersICM/IPIVR/CVP
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 39
Why does my business need a Contact Center?
Cisco Unified Contact Center
Cisco CVP
Cisco Intelligent Suite
Cisco Deployment Models
Conclusion
Topics
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 40
Why Now?
Business has crossed the chasm to IP. Thousands of companies have already made the move to IP with Cisco, and they are reaping the benefits today.
If you haven't moved to IP yet--or are just beginning to--Cisco can help you develop a sensible, manageable migration strategy that keeps you in control.
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 41
Cisco Unified Contact Center solutions:Better care for your customersBetter results for your business
For more information on Cisco Contact Center solutions, please visit:
www.cisco.com/go/cc
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 42