Upload
doantruc
View
218
Download
1
Embed Size (px)
Citation preview
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 1
IP Contact Center
Cisco on Cisco—Executive ModuleVersion 7.0, Q1, FY’07
© 2006 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 3
IP Contact Center Components
Telephone System is Cisco’s Call Manager (CCM CCP Cluster)
Automatic Call Distribution (ACD) is software in performed by the CCM CCP Cluster
Queuing of Calls is in Cisco’s IP Integrated Voice Response (IVR)
Call Routing Rules are in ICM
Reporting is via Cisco’s WebviewReporting Package or IPInfo
Call Control is handled by Cisco’s Agent Desktop, not the phone
© 2006 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 4
IP Contact Centers at CiscoTrivia:
12 Contact Center locations globally (including 3 outsource locations)10+ million calls handled each year84 Global Contact Center Clients1,400+ agents, globally (divided by location)445 ICM scripts239 IVR scripts
Infrastructure Highlights –ICM Version 5, Service Release 7IP IVR Version 3.1Customer Interaction Network – US/EMEA Pilots complete, EMEA in Production, US and APAC regions to follow
© 2006 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 5
Executive Summary
•TAC – customers can obtain support via phone or web, globally, 24/7•Enhancing support through customized interactions•Cisco web collaboration option
•Location Independence•Maintain one network•Flexible administration•Centralized or distributed treatment and queuing•Reduced routing costs
•IP Standards interoperability voice, e-mail, web, fax, video, XML browsers•Rapid deployment of new applications
Call Recording and Silent Monitoring
- Witness Call Recording- CTI OS Supervisor & Agent Desktop
Reporting tools- Webview- IP Info- Iceberg Real-time reporting
Other tools- Application gateways - Existing Case look up- MIND CTI- Empirix
Contact Center Productivity Tools
© 2006 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 6
Contact Center Applications and TechnologyCisco’s Contact Center Evolution - Timeline
Add additional functionality:• Collaboration – Cisco Live!• Limited release of Email Mgr
Launch IPCC Deployment–Executive Sponsorship 6 Month Initiative
•Client and IT Survey•IPCC data collection
H/W and S/W req’s
Jan 2001
October 1999 –March 2001
Aug 2001-Mar 2002
ICM v5 Converged Contact - Voice, Collaboration & Email
July 2001
ICM Deployment In-house business routing rules, less carrier dependencies
April 2003
ICM v7 Project Launch
August 2005
TDM Environment -“Follow the Sun” routing
Carrier dependency
© 2006 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 7
IP Contact Centers at Cisco
Past Present Future
1999-2001: Replaced TDM ACDs with ICMs2002: Added IPCC 2003: Upgraded to IPCC 5.0True load sharing across the enterpriseBoth Pre & Post Routing of
calls within the EnterpriseMixed ACD environmentEnterprise wide Real time and
historical reportingContingency & default routingHome site and in theatre
preference for call routingAbility to remove time of day, %
allocation, look ahead
ICM Service Release 7IP IVR Version 3.1Centralized Call Processing makes global upgrades easierCall Manager version 4.2Customer Interaction Network in production$30K per month saving on Tie Lines $19K per month savings on Carrier Routing Re Direct Request Changes Reduced IT & Client Administrative SupportReduced Phone Transport Expense $$$
Customers being handled consistently
Web usage & knowledge capture at the call center
Implement central point to drive:
- Infrastructure standards
- Selection of site license(s) & negotiations
- Partner with vendors to promote, showcase & create innovative interaction with customers through IP.
© 2006 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 8
Worldwide Contact Center EnvironmentMunich
Beijing
Sydney
Tokyo
BrusselsAmsterdam
London City
Singapore
Paris
RTP, NC
Lowell, MA
Salt Lake City
San Jose
Las Vegas
Jacksonville, FL
India
Chengdu
Manila
Internal Cisco IP Contact Centers (IPCC)Outsource LocationsInternal IPCC with Centralized Call Processing (CCP)Stand Alone Cisco Locations
© 2006 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 9
Worldwide Contact Center EnvironmentAmsterdam
Beijing
Sydney
Tokyo San JoseRTP
Brussels
London
Internal Cisco IPCCOutsource Locations
Herndon
Stand Alone Cisco Locations
ParisMunich
Jacksonville
Singapore
Chengdu
Manila
Salt Lake City
Remote Agents in a Cisco office
Richardson
Lowell
Bangalore
Sao Paulo
Buenos Aires
New Delhi
Chennai
Irvine
Boulder
Greenock
© 2006 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 10
IP Contact Centers by Client, Location & Agent count
San Jose: 133 AgentsHR ConnectionsTMME (Metro/Mtgs&Events)FRC (Includes Smart Cart)Cisco Learning, Training & Cert’sGlobal Sales Tools Spt.GPS Asset RecoveryGPS LMO, On Site SvsSecurity OpsSecurity Ops-Client SvsPackage ServicesPRH EscalationGCCRMA ReductionsService Contract SalesCorp Operators
RTP: 237 AgentsAMEX TravelGCCGlobal Sales Tools Spt.GPS LMOGPS On Site SvcGPS TIS/PDSGTRCInside Sales-Dev.GrpPRH EscalationSecurity OperationsCorporate Operators
London: 57 AgentsCorp Operators GPS LMOGPS On Site SvcHR ConnectionsInside SalesSecurity Ops Ctr.
Amsterdam: 71 AgentsCorp OperatorsCustomer ServiceFRCGPS LMOGTRCInside Sales
Brussels: 19 AgentsCorp OperatorsGCCHR Connection
Sydney: 110 AgentsHR ConnectionAmex TravelGlobal Sales Tools Spt.GTRCCustomer SvsGCCCisco Partner PreSalesGPS On Site SvcGPS LMOGPS Asset RecoveryInside SalesCorp Operators
Paris: 47 AgentsGlobal Sales Tools Spt.Corp. OperatorsInside SalesInformation Technology
Munich: 39 AgentsInside SalesAmex TravelCorp Oper: InfoCenterSE Helpdesk
Lowell, MA: 15 AgentsUS TAC
Irvine: 11 AgentsGPS On Site Svc
© 2006 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 11
IP Contact Center – Sound Bite Summary
Productivity Cost SavingsOperational Excellence
Collaboration features can share more information than a voice call only.
Decreased ‘repeat’ call volume
Reduced talk time (from 3 to 2 minutes) with higher customer satisfaction ratings.
Reduced costs by $30K/month on tie lines
Eliminated $19K month on carrier routing.
© 2006 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 12
More INTERNAL IP Contact Center Resources
Case Studieshttp://wwwin.cisco.com/it/technology/at_work/ipcc-cs.shtml
Question Forum (Answers from the Experts)http://iforums.cisco.com/iforum/servlet/SCom?page=scom&folderID=caw&TOPICID=.ee77362&CommCmd=MB?cmd=display_messages&mode=new&location=.ee77362
ORDER Resources for you and your customerhttp://wwwin.cisco.com/it/oncisco/collateral/index.shtml
Product & Solutions Deployment Statushttp://wwwin-tools.cisco.com/it-gss/cw_pa/home.do?currentAction=getTechnologyDetails&strTechID=9
© 2006 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 13
More EXTERNAL IP Contact Center Resources
http://www.cisco.com/web/about/ciscoitatwork/case_studies/ipcommunications_dl9.htmlCase Studies
http://www.cisco.com/web/about/ciscoitatwork/case_studies/ipcommunications_dl15.html
http://www.cisco.com/web/about/ciscoitatwork/case_studies/ipcommunications_dl7.html
Technology Seminar (VoD, PDF and Transcript available)
http://www.cisco.com/web/about/ciscoitatwork/tech_seminar.html
Call to get Product, Solution and Financing Information1-800-745-8308 ext 4699
Order Resourceshttp://cisco.com/en/US/ordering/index.shtml