CCE Overview
Transcript of CCE Overview
© 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential 1
Cisco Unified Contact Center Enterprise Overview
Soufiane Houri, Product Manager
Cisco Unified Communications
IP Voice: +19789361876
Soufiane Houri, Product Manager
Voice Technology Group
IP Voice: +19789361876
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Cisco Unified Contact Center Solutions
Single Site ACD
Multi-site / Virtual ACD
Site A
Site BCustomer A Customer B
Customer C
Hosted ACD Solution
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Unified Contact Center Offerings
Supported DeploymentModels
Agent CTI DesktopOptions
Supported Agents
ExpressExpress EnterpriseEnterprise
Single Site
Cisco Agent Desktop
Up to 300 Agents
Single Site
Multi-Site Centralized
Multi-Site Distributed
Cisco Agent Desktop
CAD Browser Based
CTI Toolkit (CTI OS)
CRM Integration
8000+ Agents
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Contact Center Enterprise CustomersContact Center Enterprise Customers
Approximately 1,500 customers, most are multi-siteApproximately 1,500 customers, most are multi-site
Largest DeploymentsLargest Deployments
Real Estate group – 3,800 agents, sites in UK and India Real Estate group – 3,800 agents, sites in UK and India
Insurance – 6,000 agents, UK and IndiaInsurance – 6,000 agents, UK and India
Telecom – 3,000 agents, USTelecom – 3,000 agents, US
Telecom – 2,000 agents, USTelecom – 2,000 agents, US
Banking – 5,500 agents, CanadaBanking – 5,500 agents, Canada
Retail – 4,300 agents, branch deployment across hundreds of Retail – 4,300 agents, branch deployment across hundreds of branches in the USbranches in the US
Outsourcing – 1,800 agents, 3 sites in India with US data Outsourcing – 1,800 agents, 3 sites in India with US data centerscenters
Outsourcing – 1,200 agents, IndiaOutsourcing – 1,200 agents, India
Insurance – 1,200 agents, 30 sites, ChinaInsurance – 1,200 agents, 30 sites, China
Approximately 1,500 customers, most are multi-siteApproximately 1,500 customers, most are multi-site
Largest DeploymentsLargest Deployments
Real Estate group – 3,800 agents, sites in UK and India Real Estate group – 3,800 agents, sites in UK and India
Insurance – 6,000 agents, UK and IndiaInsurance – 6,000 agents, UK and India
Telecom – 3,000 agents, USTelecom – 3,000 agents, US
Telecom – 2,000 agents, USTelecom – 2,000 agents, US
Banking – 5,500 agents, CanadaBanking – 5,500 agents, Canada
Retail – 4,300 agents, branch deployment across hundreds of Retail – 4,300 agents, branch deployment across hundreds of branches in the USbranches in the US
Outsourcing – 1,800 agents, 3 sites in India with US data Outsourcing – 1,800 agents, 3 sites in India with US data centerscenters
Outsourcing – 1,200 agents, IndiaOutsourcing – 1,200 agents, India
Insurance – 1,200 agents, 30 sites, ChinaInsurance – 1,200 agents, 30 sites, China
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Cisco Unified Contact Center Enterprise
Cisco’s Large Contact Center Solution
Designed for Enterprise and Hosted Environments
Scalable Architecture
Fault Tolerant
Intelligent Contact Management
Web Collaboration
Email, Fax and Vmail
Outbound Dialer
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Computer Telephony & CRMFeature rich out of the box desktop with workflowsOpen SDKs for custom agent desktop developmentExpansive options for CRM integrations
Administration
Graphical interface for defining business rules for all sites, all channels
Global monitoring of entire enterprise
Multi-site Load BalancingSupport ToolsRedundant architectureUser defined Partitioned Administration domains
Contact Center Enterprise Features
Queuing and RoutingApplication and DB Based Routing Call by Call RoutingCall Re-Routing based on Wait TimePre and Post RoutingUniversal queuing Outbound campaign management
ReportingWeb Based Reporting Multi-Channel IntegrationCall Detail ReportingCentralized ReportingCustom ReportingHistorical Reports
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Value Proposition & Differentiators
Flexible deployment of centralized, distributed or remote agents
Phases investment and replacement of legacy switch infrastructures
Enables contact center outsourcing and homesourcing
Single implementation for self-service, multi-channel, CTI, and Outbound
Low start-up investment and overall low TCO
Manage multiple/global customer contact sites centrallyReduces operational expenses
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Value Proposition & Differentiators, Cont.
Queue calls at core or edge of the networkBandwidth efficiencies
Toll bypass
CRM and business application integration capabilitiesDrives efficiency and savings
Improves customer satisfaction
Business Analytics
Highly scalable architecture Reduced Total Cost of Ownership
Low expansion costs
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Market Positioning
Target markets
Enterprise Contact Centers
Outsourcers
Agent Population
Inbound, outbound,
Email and multi-channel
Business Application Integration
Supports agent location independence
Competitive
Multi-site, Single Site
Carrier class application
Resilience, Scalability
Self Service and Call Queuing
True IP-based architecture
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Architecture Overview
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Solution Architecture
Home Office
Contact Center
Branch Office
Voice Treatment,
Queuing and Self Service
Multi-Media Contact Routing, Universal Queue, Outbound Dialing
Communications Manager provides
IP Telephony
Web services provide
customer control and reporting
Web Collaboration provides web
chat, co-browsing
E-mail Management provides Intelligent automated or agent
previewed responses
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Carrier-class Reliability
Unified Communications
Manager
CTI ManagerDuplexed
Redundancy
N + 1 Redundancy
A A A
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IP Network
Agent Desktop
CustomerPublic
TelephoneNetwork
ICM
ICMICM
IP-Queue PlatformIP-Queue Platform
CallManagerCallManager
Unified Intelligent Contact Mgmt
• Provides 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 CallManager
• Provides call processing and call control
• Manages voice gateways and IP phones
• Supports redundant/clustered options
Cisco Unified Voice Self-Service
• Cisco Unified Voice Portal or IP IVR
• Acts as a queue point for voice IP calls
• Plays “real-time” messages and provides treatment to callers
Components Overview
Cisco VoiceGateway
Cisco Outbound Option
• Software-based IP dialer for outbound calling
• Blends CCE Inbound and outbound calls
• Handles “Do-Not-Call-List”, “Callbacks” and “Transfer to IVR” campaigns
Outbound OptionOutbound Option
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Components Overview
IP Network
Agent Desktop
CustomerPublic
TelephoneNetwork
ICM
ICMICM
E-Mail Interaction Manager Option
• Acts as a POP-3 client for inbound groupmailers like [email protected]
• Manages Auto-Replies to automatically handle specific types of e-mail messages
• Routes e-mail to agents in a “Universal Queue” across media types
E-Mail ManagerOptionE-Mail ManagerOption
Cisco VoiceGateway
IP-Queue PlatformIP-Queue Platform
CallManagerCallManager
Outbound OptionOutbound Option
Web Interaction Manager Option
• Provides “opt-out” of web pages to speak to a live agent
• Routes chat and collaboration requests to agents in a “Universal Queue” across media types
• Connects to customer DMZ and handles firewall/security issues and dynamic content issues
DMZ
CollaborationOptionCollaborationOption
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Toll Bypass
LongDistance
(800) Carrier
LEC
LEC
LocalExchange
Carrier
Solution Advantages
Disaster Recovery & Business Continuity
Cost savings with True convergence
Complete flexibility
Mobility of Agents
Low Expansion Costs
IPIPNetworkNetwork
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Functional Overview
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Administration
Define business rules for all sites, all channels
React to emergency situations
Apply dynamic, real-time changes
Perform outbound campaign management
Global monitoring of entire enterprise
Generate normalized, consolidated reports
Manage multiple site enterprise centrally or in a distributed fashion
Manage multiple site enterprise centrally or in a distributed fashion
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Service Creation and Scripting
One place for defining you multi-site routing logic
Browser based option
Drag and drop Palette
Full edit and Quick Edit mode
ACD, IVR and Multi-channel scripting
Access control
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Contact Center Management Portal
Simplifies Contact Center Operations
Unified provisioning of Contact Center and CallManager
Web-based Unified User Interface
Partitioned System Supporting Multiple Business Units
Hierarchical Administration
Audit Tracking of Configuration Changes
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Agent Desktop Options
• IP Phone Agent
• Cisco Agent Desktop
Out of the box soft phone
Rapid, easy, low-risk deployment
Desktop Workflow (Screen Pop)
• CAD Browser Edition
• Cisco Toolkit Desktop
Custom development kit
Simplifies custom CTI integrations
• Pre-integrated CRM Desktop
Strategic integrations with the leading CRM vendors
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Cisco Agent Desktop
ACD state control Call control features Text Chat with
Agents/Supervisors View current agent
and skill group statistics
Team performance message display
Enterprise data displays caller information and call history
Embedded web browser
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Cisco Supervisor Desktop
Real-time statistics Thresholds Text chat Team performance
messages Make agent ready Log out agent Silent monitoring Recording Coaching Barge-in Intercept
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Cisco IP Phone Agent
XML Application on Cisco IP Phones
Log in / Log out Ready / Not Ready Supervisor desktop shows
agent phone state Supervisor can use silent
monitor feature Enterprise Data display Statistics display
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Reporting Legacy
Web-based Outbound and Inbound Reports
Real-time and Historical pre-built TemplatesAgent/skill activity: Per agent, campaign, skill group
Campaigns: Talk time, handle time, % penetration
Dialers: Ports, call classification, campaigns
Report Customizations using Sybase’ InfoMaker®
Report Scheduling and Export Capabilities
Open and fully documented Database Schema Highly Available Duplex Architecture for persistent data
gathering Scalable n+1 2-Tier Architecture
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Report Samples
Agent to Skill Group Mapping Report Agent Team State Counts Real Time
Report Graphical Call Type Real-Time
Report: Tasks Offered Graphical Call Type Real-Time
Report : Queue Delay Status
Graphical Call Type Real-Time Reports: Task Status
Graphical Call Type Real-Time: Tasks in Queue within/outside Service Level
Graphical Call Type Historical Reports: Service Level Abandon OT
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Next-Generation Reporting
Real-time and historical Dashboards, charts & grids
Easy-to-use, wizard based interface
Native ad hoc reporting and customization
Highly customizable platform
Access levels
Feature Sets
Thresholds and drill downs
UI attributes
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Advanced Reporting
Extends standard reporting platform to an integrated information portal
Power user and Developer tools
Unrestricted wizard capabilities
User defined data sources
RSS, XSLT, Permalinks, HTML post
Integration of third-party data in addition to UC Apps
Cradle-to-grave templates
Compressed summarization (D/W/M/Y)
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Cisco Outbound Option Advantage
Proactive communications for Predictive Campaigns
Merges inbound and outbound blending for contact centers
Meets new FCC/FTC, State and Federal Regulatory requirements
Unlimited Campaigns
Easy to Use Standards-based tools to manage contact lists and improve contact center productivity
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Outbound Dialing Modes
Predictive
Skill groups run dedicated or blended
Lines dialed per agent is calculated by algorithm
Screen pop delivered along with customer call transfer
Preview
Skill groups run dedicated or blended
Screen Pop before dial being placed
Ensures agent available prior to placing the call
Agent buttons to accept, skip, reject the previewed call
Progressive
Skill groups run dedicated or blended mode
“Lines dialed per agent” is configurable
Screen pop with customer call transfer
Direct Preview
Skill groups run dedicated or blended
Presents agent with customer’s record prior to dial being placed
Agent buttons to accept, skip, reject the previewed call
Allows Agent to listen thru the call.
Faster connects. No transfers
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Multi-channel Options
New products for multi-channel contactsEmail Interaction Manager Web Interaction Manager
Common agent interface
Shared customer history archive
Common knowledge base
Basic and Advanced packages
Integrated with Cisco Unified ICM and Cisco Unified Contact Center
Full Universal Queue
Blend voice (inbound, outbound, callback), email, chat, collaboration
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Email and Web Interaction User Interfaces
Look and feel similar to leading email clients
Visual CuesMultiple simultaneous chat sessionsRed if awaiting input, Overdue tasks
Common CapabilitiesWeb Page Push (Web)KnowledgebaseSuggested ResponsesBookmarks, Spell-checkCustomer History, External Links
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Self Service Options
Option Description
Distributed Web-Based Platform that Provides Carrier-Class IVR, Queuing, and IP Switching Services.
IP IVR
Customer Voice Portal
IP-Powered IVR Solution that Provides a Platform for the Delivery of Self-Service and Call Treatment Applications.
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CVP Function & Architecture
CVPCall Control
CVPVoiceXMLBrowser
CVPVoiceXML
Server
Customers
EnterpriseInfrastructure
Agents
VoiceXML application development using an Eclipse toolkit
J2EE runtime for serving VoiceXML
Interprets VoiceXML DTMF and Speech
Telephony switching and on-net queuing
Music-on-Hold and Call Transfer
TDM or IP
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CVP OAMP and Service Creation
Single Point of Multi-Level Administration & Provisioning for
Installs & Upgrades
Backup & Restore
Configuration
Application Management
System Level Reporting
Eclipse 3.1 Support for UI and performance improvements including updated look and feel, snap to grid, best line routing, auto alignment, etc.
Improved service creation capabilitiesElement Groups, Decision Editor, Prompt Manager, Documenter
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Cisco MCS 7800 Series Servers
Standards-based servers that run Cisco voice applications software
All configurations fully tested and supported by Cisco
Standard configurations that ensure quick problem resolution through Cisco’s Technical Assistance Center
Offers single point of purchasing and single point of support for both the hardware and software components of an end-to-end IP Communications Solution
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