Cisco Customer CollaborationPeter Hubach

Collaboration Sales

Frühjahr 2015

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Überblick Customer Collaboration

Agent Desktop mit Finesse / Supervisor

Reporting mit Intelligence Center (CUIC)

Chat und Email Routing mit Finesse

Neue Wege – Omni Channel Beispiele:

Video im CC mit Remote Expert Basic & Jabber Guest

Integration über Apps und QR Code

Attendent Console im Contact Center

Zusammenfassung

Agenda

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Simplified Collaboration Solutions

CollaborationEndpoints

ConferencingCustomerCollaboration

UnifiedCommunications

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Cisco Unified Customer Collaboration

6© 2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialC97-563309-00

Optimale Kommu-

nikation und

Bereitstellung

von Wissen

Neue, verbesserte

Services

Verbesserung

Produktivität

und

Effektivität

Kunde

Experten

Mitarbeiter

Voice

Video

Email

Web / Chat

Social Media

Cisco Unified Customer Collaboration

Home Agent

Servicedesk MA

Vertrieb

Mobile Mitarbeiter

CRM / Prozesse

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Cisco Unified Contact Center Express

Contact Center Express

IP-IVR E-Mail Webchat SocialMinerOutbound

Finesse Agent DesktopCisco Agent Desktop (CAD)

Intelligence Center Reporting (CUIC)

360 Degree View of Customer

MediaSense Recording

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Cisco Unified

Communications

Manager (CUCM)

UCC

Cisco Contact CenterCall Flow (Beispiel)

V

IP Network

LAN/WAN

Eingehender Anruf

0180 6 12345

0180 6 12345

Hotline Contact

Center

Run Script

Anrufer-

Informationen

abfragen!

Weiterleitung Anruf

zur IVR

„Bitte geben Sie

Ihre Kunden-

nummer ein …“

Datenbankabfrage!

Kunde: Hr. Mustermann

Verträge: …

Kontakthistorie: …

Kundenkategorie: Premium

Sprache: deutsch

Weiterleitung Gruppe

„Premium“

Agent verfügbar (J/N)?Warteschlange

„Bitte haben Sie

einen Augeblick

Geduld …“

Agent xyz bereit!

Weiterleitung Anruf

zu Agent xyz

Screen-popup

Voice Gateway

Voice Media

Data / Voice SignallingServicedesk Mitarbeiter

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WAN

Cisco Gateway Cisco

Gateway

Cisco

Switch

PSTNSwitch

Zentrale

Customer

Das Netzwerk ist die Plattform

UCS C/ B-Serie

Filiale

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User ExperienceOmnichannelErweiterungen

All In One - Komplette Lösung mit Unified CCX 10.6

• Blended Outbound

• Multi-session Web Chat

• Agent E-mail mit Finesse

• Video mit Remote Expert

• Einfach und leicht zuintegrieren

• Intelligence Center Reporting mit Historisch & Real Time Reports

• Finesse Agent

• APIs & Standards

• CRM Connectors

• Quality Management

• Workforce Management

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Agent Desktop mit Finesse / Supervisor

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Agenten Login mit Finesse

http://iwe.cisco.com/ws#web/view-post/post/-/posts?postId=351000153

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Agenten Login mit Finesse

http://iwe.cisco.com/ws#web/view-post/post/-/posts?postId=351000153

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Finesse Standard Supervisor Gadget

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Finesse Standard Supervisor Gadget Teamview

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Finesse Standard Anruf Gadget

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Beispiel Jabber und Finesse in einem

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Beispiel Compact Agent im Jabber Client

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Salesforce Integration

Agent Screen

360° customer view

with Cisco CTI Integration

Agent Phone

Agent IP

Softphone

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Reporting mit Intelligence Center (CUIC)

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Contact Center Express Reporting

Echtzeit- und historisches Reporting:

Zugriff auf alle real-time und historischen

Statistiken während des Betriebes

Übersicht-Reports / Call Detail Records

Optionaler Einsatz von 3rd Party

Reporting SW (z.B. Crystal) zur

Erstellung von Custom Reports

Integriertes Reporting im Agenten und

Supervisor Desktop

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Cisco Unified Intelligence Center (CUIC)

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Dashboard

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Cisco Unified Intelligence Center Reporting

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CUIC Reporting Planer

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Neu: Chat und Email im Fimesse Agent Desktop

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Auf der Web Seite neue Services einbauen

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Agent Chat als Gadget im Finesse

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Transscript der Konversation

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Agent E-Mail Routing mit UCCX und Socialminer

FunktionalitätPakete

Einfache Einrichtung

• Blended Voice, Email, Web chat

• Zwei Arten des Routing

• Most skilled agent

• Longest available agent

• Routing zum gleichen Agent der letzten Kontakt hatte

• Text edit Funktionen

• Re-queue zu Queue

• Attachments

• Vorgefertigte Antworten

• MS Exchange 2013, 2010

• Standard - IMAP/SMTP

• Teil des Premium Agenten

• 60/120 Agenten je nach OVA

• Email media handling mit SocialMiner

• Finesse Gadgets

• KompletteKonfiguration in 3 Schritten

SocialMiner

geplant

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Agent Email als Gadget im Finesse

Unified CCX

Cisco SocialMiner

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Video im CC mit Remote Expert Basic & Jabber Guest

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Video Care with RE Mobile Basic

Functionality

Packaging

Simple to Deploy

• Two way video interaction using Jabber Guest

• Video in queue (non-interactive) using hold step and VoH

• Finesse for Agent desktop

• Normal Unified CCX reports for Video calls

• Audio only

• Silent monitoring, Barge-in

• Recording with UCM based recording

• Interaction for initial IVR treatment

• Intercept results in Video if supervisor has video end point

• Collab Edge infrastructure required along with Jabber Guest

• Video on Hold needs MediaSense

• Finesse Only

• 10.5 SU1 and later

• Max 100 agent depending on OVA

• Endpoint support for 89xx, 99xx, DX650, EX series

• Simple to configure web URI for the website or SDK for iOS application

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Video Call aus Jabber Guest von Extern

https://jabberguest.cisco.com/call/86563192@cisco.com

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Video Call am Phone und Finesse Agenten Desktop

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Cisco Connect Case mit QR Code APP

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QR Code Scannen und Anruf tätigen

QR Code Scannen Zeigt auf Web Site Anruf mit Zusatzdaten führen

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QR Code APP Screen Pop up Beispiel im Finesse

Pop Up mit

- ANI

- Zusatzdaten

- Geodaten

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Attendent Console im Contact Center

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Attendent Console im Contact Center

Finesse

Attendant

Console als Gadget- mit Call Control

- Directory Anbindung

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Cisco Unified Contact Center

Virtuelles Contact Center• Verteilte Warteschleifen

• Verteilte Agenten

• Zentrale Intelligenz

HA Architecture• Redundant (HA)

• Active-Active

• Clustering über WAN

Hochskalierbar• 400 Agenten

• Skill Based Routing

• IVR

Offen & Flexible Plattform• Standardbasierend

• Offene Interfaces

• Developer Network

Thank you.