Customer Collaboration Portfolio Update - cisco.com · Cisco Unified Customer Care Portfolio. Knowledge . Worker. As a Service. Customer Interaction Cloud. Cisco Unified Expert Advisor

1© 2010 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialCisco Confidential 1

Customer Collaboration Portfolio Update

2010 Customer Collaboration Analyst Day

Tod FamousProduct Line ManagerCustomer Collaboration Business Unit

2© 2010 Cisco Systems, Inc. All rights reserved.

AgendaA Brief History of Cisco Contact Center

Unified Contact Center Release 8.0

Cisco Customer Collaboration Portfolio Overview

Demonstration: Cisco Unified Intelligence Center

What’s Next?


Contact Center Routing

Universal Queue

Laying the Foundation

Network Infrastructure (Routing and Switching)

IP TelephonySelsiusAcquisition

GeotelAcquisition

WebLineAcquisition

‘98

‘00‘01

‘02‘03

‘04‘05

‘06‘07

‘99

‘08


Industry Firsts

First IP-Based ACD for Enterprise (IPCC Enterprise)

IP-Based ACD Commercial Mid-Market (IPCC Express)

First IP-Based Outbound Dialer Application

‘98

‘00‘01

‘02‘03

‘04‘05

‘06‘07

‘99

‘08


Industry Transformation

Customer Voice Portal Intelligent Network functionality delivers a completely different approach to speech self-service and contact center queuing

Contact Center HostedIP contact center deployment flexibility creates new business models for ACD

‘98

‘00‘01

‘02‘03

‘04‘05

‘06‘07

‘99

‘08


Industry Standardization

Application IntegrationEclipse Service Creation Environment

Business IntelligenceWeb 2.0 Reporting Platform

Back-office Expert SelectionUnified Communications based Contact Center

AudiumAcquisition

LatigentAcquisition

ExpertAdvisor

‘98

‘00‘01

‘02‘03

‘04‘05

‘06‘07

‘99

‘08


Cisco Unified Contact Center Release 8.0


Mid-Market

Enterprise

Service Provider

Self-Service & Virtualization

Customer Care Agents

Target Markets Cisco Unified Customer Care Solutions

Cisco Unified Customer Care Portfolio

Knowledge Worker As a Service

Customer Interaction

Cloud

Cisco Unified Expert

Advisor

Cisco Unified Contact Center

Hosted & Enterprise

Cisco Unified Contact Center

Express

Cisco Unified

Customer Voice Portal


Cisco Unified Contact Center Express

Mid-market contact centerSophisticated call routing and comprehensive contact management

Presence integration for increased caller satisfaction through improved agent performance and knowledge worker expertise

Workforce Optimization, including Workforce Management and Quality Management

Easy-to-use administration features

Mobile Supervisor enabling real-time reports on the go

Simplified installation, configuration, and application hosting


Cisco Unified Contact Center Express 8.0New Features

High-availability over WAN for disaster recoverySimplified install and upgradesUnified Communications Analysis ManagerNew Cisco 8900 phones and cross-cluster extension mobility

Customer BenefitsImproved business continuityFaster deploymentLower total cost of ownership


Cisco Unified Expert Advisor

Expert Advisor: John, are you available to handle this contact?

John Smith: Yes @ 555-4289Expert Advisor: Pls standby for call.

New FeaturesMobility for ExpertsCertified with Cisco UC Integration for MOC

Customer BenefitsExperts can be anywhereExperts enjoy benefits of MOC integration


Expert Advisor with CUCIMOC Endpoints

Cisco Unified Communications Integration for Microsoft Office Communicator (CUCIMOC)


• Self Service (IVR)- voiceXML, Eclipse-based service creation

• Speech- optional ASR/TTS from leading vendors

• Video- optional video self service, queuing, active video agent

• Call Control- SIP/H.323; enables migration to IP

• Call Queuing- network based

• Call Routing- multi-site intelligent call routing

• Reporting- cradle to grave data repository

• Management- centralized, web based

• Vendor interoperability- integration with leading vendors

This industry leading, award-winning product allows your customers to connect and collaborate with your business for both self and agent- assisted service

Cisco Unified Customer Voice PortalAward-winning speech and video-enabled self-service

Powerful call control to treat calls at the most efficient location


Cisco Unified Customer Voice Portal Network-based self-service, queuing

Branch Location/POP

Callers

ASR/TTS(optional) Calls

treated locally

Queuing and self-service occur on Voice Gateways

Management and control are centralized/simplified

Server count is reduced

Transfers occur over the IP Network, reducing carrier trunking charges

CVP's award-winning architecture uses the Network as the Platform:

CVPCVP

Agents (anywhere)


Cisco Unified Customer Voice Portal 8.0New Capabilities

Courtesy CallbackVirtualization SupportUnified Communications Analysis ManagerEnhanced SIP capabilities

Customer BenefitsCallers in queue have option to receive a callbackFewer boxes to deployEasier, more comprehensive system managementMore information about the call/caller


Cisco Unified Contact Center Enterprise and Hosted

Highly scalable and fault-tolerant multichannel contact center platform

Segmentation of customers, and monitoring of resource availability

Delivery of each contact to the most appropriate resource anywhere in the enterprise

Comprehensive customer profiles using contact-related data, such as dialed number, and calling line ID

Routing to the most appropriate resource to meet customer needs based on real-time conditions (such as agent skills, availability, and queue lengths)

Presence integration to increase caller satisfaction through improved agent performance, and knowledge-worker expertise


Cisco Unified Web Interaction ManagerBest of Breed web chat and collaboration system

Push web pages while in queue

Integrated Knowledge Base

Simultaneous multiple chat sessions

Information gathered on web site can be used to ensure routing to the right agent

Multichannel routing / Universal Queuing


Cisco Unified E-Mail Interaction Manager

Best of the breed email response management system Business logic set up in workflowsAnalyze email content to provide appropriate treatment and routingSet up the right service level. Categorize

Auto-acknowledgements – Integrated w/ calendar & SLA

Auto-response from knowledge base (KB) – Based on keyword analysisSuggest responses for agentQueuing and Routing – to the right agent or queueMultichannel routing / Universal Queue


Cisco Unified Contact Center Enterprise and Hosted 8.0

New Features15 minute interval reportingCompletely new installation and setupUnified Communications Analysis ManagerSIP Dialer with gateway-based call progress analysisVirtualization support

Customer BenefitsMore detailed contact center dataFaster installation Lower total cost of ownershipMassive improvement in Outbound Option scale (fewer servers)Nearly 4:1 reduction in servers through virtualization


Web Setup

Unattended Install

Browser-based setup


6900 Series IP Phones

The Cisco Unified IP Phone 6900 Series delivers simplified, fully-featured and cost-effective voice communications, in a clutter-free design, for a superior user experience.


Serviceability ImprovementsNew Features

Unified Communications Analysis Manager– Collect hardware, software versions, license details– Trace level setting and resetting– Call trace log collection/analysis across UC applications (system call

tracking)– Load log/call trace information to Cisco TAC server to further

troubleshootingCCMP Serviceability and TCO improvements

Customer BenefitsCentralized UC serviceability with auto-discovery of UC applications and ability to perform similar tasks Identify and resolve application and platform issues quickly andefficiently


Unified Communications Analysis Manager


Contact Center on Unified Computing System

** MCMC

*

Major reduction in hardware footprint

Serviceability advantages such as snapshots and transfers to new hardware.

Goal: 100% of Unified Communications software delivered as Virtual machine.


Unified Intelligence CenterFeatures

Real-tie and historical dashboards include charts, grids, web content, notes to teamWizard-based interface to extend reporting to data sources inside and outside contact centerHighly customizable look and feelUser groups and access control to data, reports and capabilitiesThresholds and drill downsTime zone preference

Customer BenefitsAutomate manual consolidation of data in single dashboardReduce customization costs via end-user access to some customizationIncrease speed to find information pre-configured drill-down information


Unified Intelligence Center 8.0New Features

Intelligence Center Standard and PremiumUser experience refreshResiliency – Cluster deployment with replication Platform software part of package (VOS [Linux] and Informix)Localization – user interface in 16 languagesAccessibility testing completed Configuration synchronization with UCCE Additional standard templates: CVP 8.0, CallTypeSkillGroup

Customer BenefitsConsistent presentation for UCCE and CVP reportingIncreased scalability and resiliencyInternational deployments with multiple languagesExpedite start-up due to integration with UCCE configuration data and automatic deployment of standard reports


Demonstration


Cisco and salesforce.com Customer Interaction Cloud

CapabilitiesPre-integrated contact center and CRM solution

- Designed for organizations with 30 to 300 agents or knowledge workers.Social Interaction Management platform

- Engage with customers on social networks such as Twitter and FacebookContact Center in the Cloud

- Completely hosted and managed infrastructure

Customer Benefits Increased operational productivity results from rapid deployment and change management potentialIncrease Employee Productivity and Effectiveness with an Integrated Set of ToolsReduced total cost of ownership (CapEx, support, implementation, upgrade, and training cost)Flexible scalability will feed both growth and retention imperatives.


Bridging Contact Centers and Collaboration


Cisco Collaboration Portfolio

IP Communications

Customer Care ConferencingTelepresence

Enterprise Social Software

Mobile Applications Messaging


Cisco Collaboration Architecture

InfrastructureInfrastructure NetworkNetwork StorageStorageVirtual MachinesVirtual Machines

Collaboration Collaboration ServicesServices

PresencePresence

LocationLocation

Session MgmtSession Mgmt

Policy and Security ManagementPolicy and Security Management

Client FrameworksClient Frameworks

Content MgmtContent Mgmt

TaggingTagging

Communication Communication and Collaboration and Collaboration ApplicationsApplications

ConferencingConferencing Customer CareCustomer Care

Enterprise Social SoftwareEnterprise Social Software IP CommunicationsIP Communications

MessagingMessaging Mobile ApplicationsMobile Applications TelepresenceTelepresence

On-Premise SaaSHybrid


Cisco Unified CM Session Management Edition

SIP trunking

Cisco IntercompanyMedia Engine

Business to business UCCisco Unified Presence 8.0

Dual protocol: SIP/SIMPLE and XMPP, powered by Jabber

Cisco Unified Communications Manager 8.0Cisco Unified IP Phones 9900 and 8900 Series

Video enabled

Cisco Unified Mobile Communicator for iPhone

Cisco Unified Contact Center Enterprise, Express, Customer Voice Portal 8.0Cisco and salesforce.comCustomer Interaction Cloud (Customer Care as a Service)

Any-to-any Cisco TelePresenceHD Interoper-ability Cisco TelePresenceWebEx EngageIntercompanyCisco TelePresenceDirectory

Cisco WebExNode for MCS with MeetingPlace8.0Cisco WebExMeetingCenter for iPhone v1.3

Web handoff from iPhoneto PC

Cisco WebExMail

Hosted email, native Outlook support

Cisco WebExConnect IM

Powered by Jabber, UC softphone

Cisco Unified Personal Communicator 8.0

Powered by Jabber

Cisco Show and ShareSocial video systemCisco Enterprise Collaboration Platform (Limited Availability)Social networking for businessCisco Pulse (Limited Availability)People and media searchVideo & Content Auto Tagging

IP Communications and Mobile Applications

Customer Care Conferencing

Enterprise Social SoftwareMessagingTelepresence

Collaboration Announcement Highlights Innovation in 2010


Enterprise social software for video collaboration and sharing

User generated content and social media features

Easy integration with other apps and mash-ups

Live events and TelePresenceplayback

Secure business workflows and reporting

Cisco Show and Share Social Video System


Quad The Human Network—At Work

Social Collaboration

Open, Interoperable

UC Integration

Security


Cisco PulseAutomated People and Media Search

OverviewTaps into the network to automatically discover pertinent work experience and valuable content spread across your organization

Ability to collaborate with colleagues in a click

Automatically navigate rich media to the relevant spoken word

Embed this capability in a variety of business applications using OpenSocial APIs

Customer BenefitsAccelerate Performance:Quickly find relevant people and information

Increase revenue and customer satisfaction:Improving decision making driving shorter product life cycles and sales cycles

Maximize IT investment and human capital:Take advantage of the network to cut across silos to make use of available resources


Contact Center Solution Roadmap

Enterprise CoreIntelligence Center Appliance15-Min Interval ReportingMulti-Line SupportAgent Self Re-skillingCourtesy Callback)SIP DialerSS7 over IP NIC

Express CoreHigh AvailabilityServiceability Enhancements

Enterprise CoreRecorded Agent GreetingWhisper AnnounceCUIC as primary reporting interface (WebView disabled)

Express Core• Predictive Dialing• Scale IncreaseCustomer Collaboration

Social Media Customer CareWeb 2.0 Agent and Supervisor DesktopMultimedia capture and playback

*subject to change

VirtualizationUnified Computing System B-SeriesUCS VirtualizationUC Analysis Manager

VirtualizationUnified Computing System C-SeriesUCS Virtualization Ph. 2

Megacluster Support69xx Agent PhonesNot Ready State TransitionsCTI OS Clients on VMWare VDINehalem MCS ServersAvaya AES 4.2.2 CVLANMOC SupportQueue-to-ExpertCUIC Report TemplatesWeb Callback and Blended CollaborationMeetMe

2009

Release 7.51Q2010

Release 8.04Q2010

Release 8.5*


Documents

Customer Collaboration Portfolio Update - cisco.com · Cisco Unified Customer Care Portfolio. Knowledge . Worker. As a Service. Customer Interaction Cloud. Cisco Unified Expert Advisor