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Transcript of CiscoUnifiedContactCenter9.0
Cisco Unified Contact Center 9.0 , - [email protected]
/ SocialMiner MediaSense
Contact Center Enterprise CUIC Multi-channel
Contact Center Express CVP
Cisco Finesse IT CTI OS CAD
Cisco Finesse 8.5(3) Web Services API
Cisco Finesse Web 2.0
CAD CTI-OS
CTI-OS
Cisco Finesse
2000
CAD CCE CCX
SDK
Finesse 8.5(3)
2011
(UCM)
Finesse & CTI-OS/CAD
: CCE 8.5(3)
Finesse
Finesse 8.5(4) 2012 Secure HTTP DTMF Multi-Line CAD
Finesse 9.0 2012 / WAN CAD Finesse IPPA IE 9 & FF
Finesse 9.5 2012 Finesse CCX
Cisco VXI
-
ROI CC
VDI
VXI
CTI Toolkit VXC 21xx/ 22xx
Finesse VXC 21xx/22xx 2011
Contact Center VXC6815 CY2012
Finesse integrated with VXC CY2012
/ SocialMiner MediaSense
Contact Center Enterprise CUIC Multi-channel
Contact Center Express CVP
Cisco SocialMinerSocial Media Customer Care
1. &Airline lost my luggage!
2. & 3. & 4. & 5. &
Cisco SocialMiner
Social Media
SocialMiner 8.5(4) SocialMiner
Cisco SocialMiner
Script Filter
Bookmarklet
Bookmarklet
*8.5(4) 2011.
: Klout Influence
Twitter Klout, Klout Score, . , 20.
URL (feeds)
/ SocialMiner MediaSense
Contact Center Enterprise CUIC Multi-channel
Contact Center Express CVP
, , , , SNR,
HD/Telepresence /
, Cisco / Open Web 2.0 APIs drive Application Innovation and Global Partner Ecosystem
HD Video, Telepresence, WebEx
API Web 2.0
Audio Capture Metadata database Video Capture Media Storage / archiving Media export / transcoding Streaming Content management
UCS Nexus SAN
Video TranscodingSpeech Search, Transcription, Analytics
Show and Share
Medianet , .. UC
CUBE
UCM / Session Manager
MediaSense Multimedia Services
DataCenter
MXE
DMS
Cisco Developer Network (CDN)
Cisco MediaSense
NOTE:
8.5.311 Cisco CUBE SBC API
8.5.412 Cisco UCS Express (ISRG2 blade) G.722 VMWare ESXi 5.0
9.0.1 12 (9971-9971 Movi CUBE) AAC-LD
/ SocialMiner MediaSense
Contact Center Enterprise CUIC Multi-channel
Contact Center Express CVP
1000 ACD Web ACD (CCE) (CUIC) (UCM) (CVP) Outbound Web/Email ASR/TTS Social Media IP IVR Parent/Child CRM TDM RSM Etc.
50% ACD 12,000 360,000 BHCA12000 10000 8000
, . ICM 30,000
6000 4000 2000 0
12,000
/ SocialMiner MediaSense
Contact Center Enterprise CUIC Multi-channel
Contact Center Express CVP
, .
Skill Wealth Sales
Skill Insurance Sales
Skill Auto Support
Skill Mortgage Support
English Up Sell Cross Sell
English Up Sell Cross Sell
English Spanish Up Sell Cross Sell
Spanish .
English
Spanish
English
English Up Sell Cross Sell Spanish Up Sell Cross Sell o Spanish Up Sell Cross Sell
Spanish Up Sell Cross Sell English Up Sell Cross Sell English Up Sell Cross Sell
Spanish
English
Spanish
English
Spanish
English
Spanish
English
(CTI, Portals, Social Media)
/
,
/
:
4 , ,
2
2
2 : : 1 100 : /, : ( .) ( .)
Assign Attributes to Agents
= 80 . = 55 . = 90 =
= 50 = 90 . = 80 =
PQ: 1 . 85 80
2 . 65 60
20
3 . 50 50
30
If: : ( LAA) SL: 30 Steps: Attributes 1 2 3 85 65 &
