Cisco’s Customer Response Solutions(CRS) IP Integrated ... · Cisco’s Customer Response...

Cisco’s Customer Response SolutionsCisco’s Customer Response Solutions (CRS) &

IP Integrated Contact Distribution (ICD)Standard & Enhanced

Systems EngineerSystems Engineer

Call Centre SpecialistCall Centre Specialist

[email protected]@Cisco.Com

Jim ScotlandJim Scotland

Cisco’s Customer Response SolutionsCisco’s Customer Response Solutions (CRS) &

IP Integrated Contact Distribution (ICD)Standard & Enhanced

CRS

Agenda

• CRS ( Customer Response Solutions ) Overview

• Cisco IP ICD review / Overview• Capacity and Performance• Positioning • Deployment Models• Smooth Migration path from Traditional

Call Centre to IP Based Call Centre

Cisco’s Customer Response Solutions (CRS)

What is it?

• A complete voice call interaction management solution with select multi-media and web enhancements for the entry to mid-market (1-75 agents)

• A complete and robust IVR suitable for enterprise HQ and enterprise branch deployment (requires Call Manager)

• A simple, inexpensive Auto-Attendant for enterprise branch deployment

• Features: Text to Speech, Automatic Speech Recognition, IVR Capabilities, Auto Attendant, Call Centre – Skills based routing, Internationalized for English, French, Spanish, supports Web based contacts with VXML, based on browser settings we determine the language of the user.

• Same look and feel as Call Manager Administration


The Value Proposition

• Complete voice contact interaction management

• Designed from the ground up for ease of installation, use and maintenance

• Easy to develop, easy to deploy, low lost PSO• Highly integrated current & future component

applications• Cisco CallManager integration


CRS Point Solutions

• IP ICD - Contact Center–IP ICD Enhanced–IP ICD Standard

• IP IVR - Custom/Vertical IVR–Enterprise IVR w/ASR/TTS–IPCC Integration

• Queue Manager - IPCC Integration–Simple Auto-Attendant–IPCC Integration

Cisco IP ACD Positioning – 2 Solutions

• IP ICD (version 3.0) – Small to mid market, IP only – 5 to 75 agents – Formal and informal contact centers– Single server architecture, integrated IVR– Tight integration with Call Manager and CTI

• IPCC ( to be covered in the IPCC Presentation @ 1:30 )– 25 agents and above – mid to large market– Multi-server, highly redundant architecture– Multi-site with TDM - PBX integration– Multi-channel, universal queuing – Migration Strategy from TDM– Custom CTI Toolkit and Enterprise Reporting

Agent Desktop Cisco CTI

Call Manager

CRS (Interactive Voice Response)

Agent Desktop Cisco CTI

Call Manager

Interactive Voice Response

ICM

The CRS (Application Engine) Platform

Customer Response PlatformExternal Services

LDAPLDAP

PagingPagingE-Mail

ICMICM

Telephony

Directory Access

Database Access

Queuing (IP ICD)

Web Access

Notification Service

UnityUnity

Voice Browser (VoiceXML Interpreter)

ICD Agent

Speech

NuanceNuanceEnterpriseDatabase

EnterpriseDatabase

Web PagesWeb Pages

Web PagesWeb PagesEnhancedDatabaseEnhancedDatabase

Application FrameworkExternal Services Packaged Solutions

CRS Platform Architecture

Today:Contact CenterCustom IVRAuto AttendantNotification ServicesWeb Server IntegrationCustom Applications

Today:Contact CenterCustom IVRAuto AttendantNotification ServicesWeb Server IntegrationCustom Applications

LDAPLDAP

QueuingQueuing

PagingPagingE-Mail

ICMICM

Future:EmailChatCooperative Web

Browsing

Future:EmailChatCooperative Web

Browsing

Cisco V-MailCisco V-Mail Telephony

Web AccessNotification

ServerNotification

Server

VXML services

VXML services

Directory Access

DB Access

The CRS Contact Center

IP ICD ( Integrated Contact Distribution) Product Architecture

“The IP ICD is one of the many Application Platforms using the CRS

Engine”

CRS Contact Center Architecture:Major Components

ICD 3.0 Product Components

CRS Platform Components• ICD: ACD functionality• IVR: call treatment, database queries• Cisco agent desktops (Standard and Enhanced)• Agent and Supervisor call detail and reporting• Supervisor recording, monitoring, barge-in• Custom Reporting (Crystal Reports)• CTI “Screen Pop” and Database integation

(Enhanced)

Cisco IP ICD

Cisco IP ICD provides an inexpensive entry-level ACD solution that is easy to

install, use and maintain.

“

”

Next Generation Cisco IP ICD

CRS Version 3• Two new products:

–Cisco IP ICD Standard–Cisco IP ICD Enhanced

• Built on same technology foundation as AVVID• Shares common agent and supervisor components

with IPCC ( Cisco Agent Desktop = CAD , CSD)• Smooth upgrade from ICD 2.x to version 3 Standard

and to version 3 Enhanced

IP ICD 3.0 Standard: Capacity

• Up to 75 calls in progress• Up to 100 calls queued• Up to 75 groups• Up to 75 agents

IP ICD 3.0 Standard : Agent Desktop

• Cisco IP ICD CAD ( Cisco Agent Desktop )– OR …

• Cisco IP Telephone 7960 or 7940 based ACD Agent phone (Cisco IP Phone Agent)

IP ICD Enhanced: Capacity

• Up to 75 calls in progress• Up to 100 calls queued• Up to 75 agents

IP ICD Enhanced: Skills Based Routing

• Up to 50 definable skill groups• Up to 25 skill groups per agent• Up to 10 levels of skill competency rating

CRS IP ICD Standard vs. Enhanced:Internationalization & Localization

aaaaPhase 2 Localization: Mandarin, Cantonese Chinese; Japanese; others TBD

aaaaInternationalization & Localization:US, UK English; France, Canadian French; German; Spanish

EnhancedStandardFeature

CRS IP ICD Standard vs. Enhanced:Scalability

aaaaMaximums vary by HW platform. Maximums shown are for largest platforms

aaaa75 Group Maximum

aaaa100 Calls In Queue Maximum

aaaa75 Agent MaximumEnhancedStandardFeature

CRS IP ICD Standard vs. Enhanced:Upgrade Paths

aaUpgrade from ICD Enhanced to IP CC

aaUpgrade from ICD Standard

aaaaUpgrade from ICD 2.xEnhancedStandardFeature

CRS IP ICD Standard vs. Enhanced:Administration

aaaaFull Access to all real-time statistics in the workflow at runtime

aaaaIntegration with Cisco CallManager Administration and LDAP Directory

aaaaIntegrated CRS Administration (IP ICD, IP IVR, IP QM)


CRS IP ICD Standard vs. Enhanced:Historical Reports

aaaaCradle-to-Grave CCDRs

aaaaDefine Custom Reports with purchase of Crystal Reports

aaaaAccess to Cisco database schema

aaEnhanced Historical ReportsaaStandard Historical Reports


CRS IP ICD Standard vs. Enhanced:Historical Reports

aaaaAgent Summary ReportAgent Detail ReportAbandoned Call Detail Activity ReportCalled Number Summary Activity ReportDetailed Call by Call CCDR Report

aaCall Priority Summary Activity ReportSkill Group Activity CCDR Report


CRS IP ICD Standard vs. Enhanced:Desktops w/Integrated Real-Time Reports

aaaaCisco IP Phone Agent (for IP Phone 7960 & 7940)

aaaaStandard Supervisor Desktop

aaEnhanced Supervisor

aaEnhanced Agent Desktop

aaaaStandard Agent DesktopEnhancedStandardFeature

CRS IP ICD Standard vs. Enhanced:Screen Pop

aaEnhanced Screen Pop (with Enhanced Agent)

aaaaStandard Screen Pop (with Standard Agent)

aaCTI Server (database access, 3rd

Party application integration, eNotification services


CRS IP ICD Standard vs. Enhanced:Resource Selection & Routing

aaaaConditional (ANI/DNIS/Day of week/Time of Day ..)

aaaaOverflow, Intraflow, Interflow

aaaaRe-route on wait time, agent no answer

aaSkills

aaPriority

aaRouting: Shortest Average Handle Time, Greatest Number Handled Calls

aaaaRouting: Linear, Circular, Longest Available


CRS IP ICD Standard vs. Enhanced:Skills Based Routing

aaSkills Based Routing:50 definable skills50 assignable skills50 simultaneous skills10 competency levels


CRS IP ICD Standard vs. Enhanced:

aaPriority Queuing:10 priority levelsDynamic re-prioritization under workflow control

aaaaFIFO QueuingEnhancedStandardFeature

CRS IP ICD Standard vs. Enhanced:Agent States

aaWork Ready

aaaaLogged On, Logged Off, Ready, Not Ready, Reserved, Talking


CRS IP ICD Standard vs. Enhanced:Advanced Supervisors Features

aaCall Intercept:Supervisor may take call from agent to supervisor

aaCall Barge-In:Supervisor may join agent call in progress

aaSilent Monitoring:Supervisor may monitor both agent & caller with notification to agent or callerOptional text messaging notification of monitoring to agent desktop


CRS IP ICD Standard vs. Enhanced:On Demand Recording

aaSupports use of Third Party recording products

aaAgent or Supervisor On Demand RecordingRecordings held for rolling seven day period


Incoming Call Handling

• Incoming callers connect to an IP ICD route point and hear a welcome message or simple IVR interaction

• If the IP IVR is part of the system, more sophisticated interaction is possible

• Call flow selects the appropriate group and attempts to find a free agent to accept it

Incoming Call Handling (Cont.)

• If no agent is available to take an incoming call, the call is queued

• The IP ICD uses a simple First In, First Out (FIFO) queue with the ability to change Queue priority for selected calls

• Agents go through various states in handling a call

Login / Logout, Ready / Not ReadyCall Control = Dial / Answer / Release, Hold Retrieve,, Conference / Transfer

Supervisor alerts / Emergency / Assistance Display of agents / and teams current statisticsAgent / Supervisor Chatting, Voice recording

Full contact and Agent detail reporting

Cisco Integrated IVR:Standard Features

• Static Announcements: “All of our agents are busy . . . ”

• Dynamic Announcements: “There are 12 calls in queue. Your expected wait time is 2 minutes”

• Prompts for caller data: “Please enter your 6 digit account code.”

• Prompts for route options: “To leave a message press 1, to select a list of frequently asked questions . . .”

Provides call treatment to queued calls

CRS (IP-IVR) Workflow Editor

Step LibraryStep Library

StepsSteps

PalettePaletteWindowWindow

Step LibraryStep Library

ToolbarToolbar

DesignDesignWindowWindow

FlowFlow

VariableVariableWindowWindow

Step Libraries

CallManager AdministrationUser Information Screen

ICD Subsystem ConfigurationResources

• Skills• Resources• Resource Groups• Contact Service Queues

ICD Subsystem ConfigurationAgenda

ICD Subsystem ConfigurationSkills

ICD Subsystem ConfigurationIndividual Resource Configuration

ICD Subsystem ConfigurationResource Groups

ICD Subsystem ConfigurationContact Service Queues

ICD Subsystem ConfigurationSkills Based CSQ

• Longest Available – selects longest available resource. ( LAA )

• Linear – selects highest priority resource.• Circular – selects highest priority resource in a

circular order.• Most Handled Contacts – selects resource with

most handled contacts.• Shortest Average Handle Time – selects resource

with the shortest average handle time.

ICD Resource Selection Algorithms

ICD Subsystem ConfigurationResource Group Based CSQ

CRS Visual Workflow Application Editor

Toolbar

Design Window

Flow

Step Library

Steps

Step Library

Variable Window

Palette Window

Pre-defined ICD Script ( Workflow )

Creating ICD Applications

Agent Desktop Packages

• ICD Standard Agent – Skills-based routing( with

Enhanced Server -WES)– Priority queuing(WES)– Multiple agent states – Agent/supervisor chat– ACD statistics

• ICD Enhanced Agent – CTI screen-pop integration– CRM workflow

customization– Agent button customization – On-demand recording

• Cisco IP Phone agents (7960, 7940)– All login agent states– Basic ACD statistics

Cisco Agent Desktop (CAD)

• Minimal Screen Space• Keystroke Macros Launch

Desktop Apps.• Quick Installation• Easy Modifications• Supports “Media Termination”“Your choice to use an IP phone or

your PC for voice path”

Call Control Features

ACD Features

Customized Controls

A quick-to-deploy CTI desktop application

Cisco Agent Desktop

The agent’s ACD report has two tabs – one for the agent and the other for the queues (skills) the agent is logged into. Following shows the agent’s ACD activity. The queues report shows data identical to the supervisor’s display.

ICD Agent Desktop

• Keystroke macros launch desktop applications

• Quick installation• Easy modifications

A Quick-to-Deploy CTI Desktop ApplicationA Quick-to-Deploy CTI Desktop Application

Call log – rolling 7 days of call activity. The view may be tailored to the individual user.

Cisco Agent Desktop

Agent ACD state transitions. Shows time history of agent’s ACD state transitions.

Cisco Agent Desktop

Cisco Supervisor Desktop- Data View Pane

• Real-time statistics

• Text chat

• Marquee messaging

• Silent monitor

• Barge in

• Intercept

• Change agent state

• Log out agent

Call Intercept:–Supervisor can take call from agent to supervisor

Call Barge-In:–Supervisor can join agent call in progress

Silent Monitoring:– Supervisor can monitor both agent and caller with

notification to agent or caller– Optional text messaging notification of monitoring to

agent desktop

Feature EnhancedEnhancedStandardStandard

ICD Supervisor Features

X

X

X

Cisco IP Phone Agent

• Support for Cisco IP Phone 7960 and 7940• Extension Mobility Log On/Off• Agent Log On/Off• Display Agent State• Change Agent State

IP Phone Agent Interface

Cisco Agent Desktop/Cisco Supervisor Desktop v4.2 for IPCC IP Phone Agent & ICD

IP Phone Agent

• 7960/7940 IP Phones only• Log in/out• Ready/not ready• Supervisor desktop

shows agent state• Supervisor can change

agent’s state • Supervisor can silent

monitor• Reason Codes

Three Hosting Options• Option 1: Call Manager co-resident

– limited scalability (10 agents)– limited IVR functionality (no ARS/TTS)

• Option 2: Cisco’s MCS Platforms– MCS 7825, single RU, no redundancy– MCS 7835, server level redundancy– (same offerings as Call Manager)

• Option 3: Software Only– Sold as software packages– Certified on Compaq DL320, 380’s– Certified on IBM xSeries 330, 340’s

ICD Software - Platform Options

Real Time and Historical Reporting

• Realtime reporting can be seen from the server ( Web Based ) and Supervisor Desktop

• Historical / Pre-defined Crystal Report Templates for:

• Customer buys Crystal Reports to modify Cisco templates or create new, custom reports

aaaaAgent Summary ReportAgent Detail ReportAbandoned Call Detail Activity ReportCalled Number Summary Activity ReportDetailed Call by Call CCDR Report

aaCall Priority Summary Activity ReportSkill Group Activity CCDR Report


IP ICD Enhanced Reporting templates

• abandoned_call_detail_activity_chart• agent_detail_chart• agent_summary_chart• app_performance_analysis_chart_en_us• called_number_summary_activity_chart• detailed_call_by_call_ccdr_chart• priority_summary_activity_chart• skill_routing_activity_chart• traffic_analysis_chart_en_us

IP ICD Enhanced Reporting examples

Logged in Agents: up to 75Calls in Queue: up to100Calls per hour: 14400 cphSimultaneous call arrival: 16 calls at once Skills: 50CSQs: 25 per agentResource Groups: no enforced limit

Overall System Limits - review:Maximums

CRS and IPCC Differentiation:Markets, Scale, Scope

Full MultimediaVoice (web server integration)

Scope

50-1000’s1-75Scale

Mid-Market to High End Formal Contact Centers

Entry (adjunct ACD) to Mid-Market Formal & Informal Contact Center

Markets

IPCCCRS IP ICDArea of comparison

CRS and IPCC Differentiation:Third Party Support

Very CapableCapableAbility to deploy 3rd party solutions

Extensive integration including API

Limited to keystroke macro integration

3rd Party CRM, Workforce Mgmt, etc. Integration

IPCCCRS IP ICDArea of comparison

Decision Checklist:CRS IP ICD or IPCC

aaRemote/Home Agents

aaInformal Voice Call Center

aaFormal Voice Call Center

axxVirtual Contact CenteraxxScalability > 100 agentsaxxFull Multi-MediaaxxFull RedundancyaxxMulti – Site

aaSingle SiteIPCCCRS ICDCriteria

CRS&

AVVID IP Telephony Deployment Examples

Deployment Models

Single Site DeploymentsA Full Featured Voice Contact Center

PSTN

CallManagerCluster

• Cisco CallManager, Applications and DSP Resources at same physical location

• Supports up to 10,000 IP Phones per cluster

• Multiple clusters can be interconnected via Inter-Clustertrunks

• PSTN used for all external calls

Other Contact CenterServers

e.g. CEM, CCS

Other Other Contact Contact CenterCenterServersServers

e.g. CEM, e.g. CEM, CCSCCS

CRS Contact Center

* Server per Common Administered Center•May Have multiple Servers•(e.g. hot standby)• All services in a single box (except ASR & TTS)• Co-Resident available at reduced agent counts

CRS Contact Center

* Server per Common Administered Center•May Have multiple Servers•(e.g. hot standby)• All services in a single box (except ASR & TTS)• Co-Resident available at reduced agent counts

• ICD Voice & VXML, XML server integration

• Can deploy CEM, CCS alongside

• Can deploy hot-standby• Can deploy multiple,

though separately administered, ICD servers per cluster

Centralized Call ProcessingRemote Agents, Not Multi-Site

• CallManager at central site• Applications and DSP resources can be

centralized or distributed• Supports up to 10,000 IP phones per cluster (CM 3.2

= 2,500)• Call admission control (limit number of calls per site)• Survivable Remote Site Telephony for remote

branches

PSTN

IP WAN

Headquarters

Branch A

Branch B

CallManagerCluster

CallManagerCluster

SRST-enabledrouter

SRST-enabledrouter

CRS Contact Center

RemoteAgent

RemoteAgent

RemoteAgent

RemoteAgent

• Support geographically distributed agents• Same agent services as in single site

deployment• Should be differentiated from multi-site

support• Today lose ACD & IVR on WAN loss.

SRST retains POTS– Will support SRST ACD/IVR in later release

Distributed Call Processing DeploymentsMultiple CRS CC deployments

• CallManager and Applications located at each site

• Up to 10,000 IP Phones per site

• 100+ sites• Transparent use of PSTN

if IP WAN unavailable

Headquarters

Branch A

PSTN

IP WANGatekeeper

CallManagerCluster

GK

CallManagerCluster

Branch B

CallManagerCluster

• View as multiple disjoint single site, or heterogeneous single & centralized mixture

• No additional features specific to this deployment model

• Cannot support distributed multi-site a la IPCC

CRS Contact Center

CRSContactCenter

CRSContactCenter

Smooth Migration path from Traditional CC to IP Based Call Centre

Migration Example

Traditional “basic” Call Centre

Agent Ext. 1001

Agent Ext. 1000

Public Switched Telephone Network

Long Distance & Local Calls

Agent Ext. 1002

PRI

First Step:Build out AVVID


IP WAN SRST-enabledrouter

SRST-enabledrouter

CallManagerCluster

CallManagerCluster

Voice-enabledRouter “QoS”


“Integrated Platform Dialing”“Integrated Platform Dialing”

PRIPRI

IP ICDIP ICD

Second Step:Integrate IP ICD /

IP IVR


IP IVR

CRS Contact CenterCTI Capable, IVR apps, Skills based routing, reporting




SRST-enabledrouter

CallManagerCluster

CallManagerCluster



“Integrated Platform Dialing”“Integrated Platform Dialing”

PRIPRI

IP ICDIP ICD


IP IVR


IP IVR


IP Agents Enabled

Traditional Call Centre Migration to IP Based Call Centre Services



PRI

Third Step:Train and Migrate

Agents


Agents




SRST-enabledrouter

CallManagerCluster

CallManagerCluster



IP ICDIP ICDSecond Step:

Integrate IP ICD / IP IVR


IP IVR


IPAgents Enabled

Complete Migration to IP Based Call Centre Services




Agents


Agents

1, 2, 3

Thank You!

THANK YOU

FOR YOUR TIME TODAY.

Cisco’s Customer Response Solutions(CRS) IP Integrated ... · Cisco’s Customer Response...

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