Presentation for July 9 2015 Cisco HCS for Contact Center and MediaSense

8/19/2019 Presentation for July 9 2015 Cisco HCS for Contact Center and MediaSense

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Cisco Customer Connection Progra

Denise Brittin, Manager, Portfolio Communities & Customer Connection Program

Adam Mermel, Product Manager

Anil Verma Product Manager

July 9, 2015

Cisco HCS for Contact Center andMediaSense


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You Know the Drill …

Q&A Panel

During Presentation

Interactive Q&AAfter Presentation

Click in Participants Panel

Complete briefing evaluation

Replay, slides, Q&A, and follow-up in private CCP community

http://www.cisco.com/go/myccp

http://www.cisco.com/go/myccphttp://www.cisco.com/go/myccphttp://www.cisco.com/go/myccp


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Some of the Cisco prod ucts and features descr ibed herein remain in vary ing

developm ent and wi l l be offered on a wh en-and-i f-avai lable basis. These itesubject to c hange at the sole discret ion of Cisco, and Cisco wi l l have no l iab

delay in the delivery or fai lure to del iver any of the prod ucts or features set f

document.

Consul t your local Cisco bu siness contact for in format ion on the products o

available in your area. You can find additional information via Cisco’s World

server at http:/ /www.cisco.com . Actual per formance and envi ronm ental costproduc ts wi l l vary depending on indiv idual custom er conf igurations and con

***This material is being shared with Customer Connection Program membe

Non-Disclosure Agreements (NDA). No information from this webinar is to b

and reused in any mechanical or electronic form.

Disclaimer and Confidentiality No

http://www.cisco.com/http://www.cisco.com/


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What’s Happening in the CCP Annual Member Satisfaction & Feedback Survey

Link is in the Spotlight section in the private CCP community: www.cisco.com/go

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What’s Happening in the CCP Early Adopter Trials

Cisco Jabber Guest 10.6 Only the Jabber Guest 10.6 for Android client until end of July

Jabber SDK for Web Voice & Video 11.0 First software drop posted yesterday (July 8)

Cisco WebEx WBS30 Opening this week – for current WebEx customers

Cisco Spark Meet with WebEx WBS30

Opening this week – for new WebEx customers

Learn more and register: click the Trials tab in the private CCP community: www.cisco



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What’s Happening in the CCP

July 2015 Briefing Series

Date Topic

July 16Release 11.0: Prime CollaborationUpdate

July 23 Expressway Series Roadmap

July 30Cisco Collaboration Desktop Endpoints

Update: IP Phones and DX Series

Learn more and register: click the Briefings tab in the private CCP community: www.cis



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Speakers

Bonnie Ho, Marketing ManagerJosh Paulson, EngineerKen Rehor, Product Manager

Q&A Managers

Adam Mermel

Product Manager

Anil Verma

Product Manager


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Cisco Hosted CollaboratSolution for Contact Cen10.6

Adam Mermel, Product Manager

July 9, 2015


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Agenda

1. Business Opportunities

2. Hosted Collaboration Solution (HCS) for CoCenter Overview

3. Service Management

4. Roadmap

5. HCS and Unified Contact Center Express (

6. Summary


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Business Opportunities


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Opportunities for Partners

Outpace Your Competitio

Streamline operations witmanagement system

Expanded customer relatiseen as the trusted adviso

Ability to monetize the cloud thrdifferentiated, value add applica

$1.17 B CCaaS Market by 2017 18.8% CAGR on CCaaS Revenue Game changing profitability

Sources: Gartner, DMG, 2015

Improve Productivity

Build Customer Relat

Increase Profitability

$ 7 0 0$ 85 4 $ 1 ,0 0 6

$ 1 , 1 7 4

0 .5

0 .7

0 .9

1 .1

0 .0

0 .4

0 .8

1 .2

$ 0

$ 4 0 0

$ 8 0 0

$1,200

$1,600

20 1 4 20 15 2 01 6 20 17

C C a a S A g e n t s

M i l l i o n s

C C a a S R e v e n u e

M i l l i o n s

Revenue Agents


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Cloud is Here!

Global CCaaS agent

seat CAGR

25.1%

Global CCaaS agent

revenue CAGR18.8%

Global contact center agentrevenue CAGR

1.1%

CAGR from 2014 to 2017

Sources: Gartner, DMG, 2015

CCaaS is t

market shaon-premise p

Businesseparticipate i

delivery or rismarket s


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Hosted CollaborationSolution for Contact Cente

Overview


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Cisco Hosted Collaboration Solution PUnified

Communications

TelepresencCollaboration Applications

CustomerCollaborat

(Contact C


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Key Contact Center Features and Capa

CTIOS or Finesse

desktop

Outbound

Multi-Channel (EIM/WIM)support Small HW footprint*

Agent Greeting

Whisper Announcement

Silent Monitoring

Remote or Call Managerbased

CUIC Premium Reporting

Mobile Agent

Agent and Supervisor Solution

Recording

Wallboards

Workforce Management

Database Integration

CRM Integration

Third-Party Integration

Qu

Se

AS

Re

DT

Ca

* New features introdu ced in

Recording (MediaSense)

support*

CUCM-based SilentMonitoring

Enhanced Service Assurance*

Customer partitioning* Economical model for up to

500 agents

Enables multiple customers

to reside in one instance

Remote CVP support*

Cisco Unified SIP Proxysupport*

Centralized dial plan

Health monitoring via servergroup

Avaya PG Support*


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Leverage pre-

configured andpre-testeddeploymentmodels foroptimal pricingand performance.

Small Contact Center

… for up to 500 A

500 Agent Model

1000 Agent Model

4000 Agent Model

12000 Agent Model


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500 and 1000 Seat High Level Topolo

Unified CCECall Server

Side A

Unified CCEData Server

Side A

Unified CVPServer 1A

Unified CVPServer 2A

UnifiedIntelligence

CenterPublisher

FinessePrimary

UnifiedCommunications

ManagerPublisher


ManagerSubscriber 1

Unified CVPReporting

Contact Center Side A

Router, PG,CG, CTIOS

Logger, AW

Call Server,VXML Server,Media Server


Options

Core componentintegrated options

Optional Ciscocomponents

Optional third-party components

Only required for the1000-agent

deployment model

Unified CCECall Server

Side B

Unified CCEData Server

Side B

Unified CVPServer 1B

Unified CVPServer 2B

UnifiedIntelligence

CenterSubscriber

FinesseSecondary


ManagerSubscriber 2

Unified CVPOAMP

Contact Center Side B

Router, PG,CG, CTIOS

Logger, AW



Options

PrivateNetwork

Highly AvailablePublicNetwork

All are ISR G2(VXML, DSP)

IngressGateways

V V

V V

• ReHiM4B2ea

• Su

ReCoanha

CourtesyCallback


DatabaseIntegration AgentGreeting

Mobile Agent

Local Trunk

Features/optionsavailable on core server

OutboundDialer

Post CallSurvey

PrecisionRouting

AW / HDS / DDS Speech

Span-basedMonitoring

Recording

Wallboard

WorkforceManagement

Features/options

requiring setup on

separate hardware

Unified WIMand EIM

Remote SilentMonitoring

MediaSenseUnified SIP

Proxy


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4000 Seat High Level Topology*

PrivateNetwork



IngressGateways

V V

V V

• Coande

• Coanavopof

• Opof neof ca

* Recommended and tested with B200 M4 (UCS-UC-B200M4) Blade

CourtesyCallback



Mobile Agent

Local Trunk


OutboundDialer

Post CallSurvey

PrecisionRouting






Recording

Wallboard

WorkforceManagement

Features/options

requiring setup on

separate hardware

Unified WIMand EIM



Proxy


CVP ReportingServer 1

CVPServer 9

CVPServer 13

CVPServer 11

CVPServer 15

A

3

RoggerSide A

Agent PG1A

AW / HDS /DDS-1

VRU PGSide A

Agent PG2A

AW / HDS /DDS-2

B

l

a

d

e

A

1

CVPServer 1

CUICPublisher

CVPServer 5

CVPServer 3

CVPServer 7

UCMPublisher

FinessePublisher 1

UCMPublisher 1

UCM

Subscriber 5Finesse

Publisher 2

UCMPublisher 3

UCM

Subscriber 7 A2

CUICSubscriber 1

UCM-TFTP/MOHSubscriber 1


CVP ReportingServer 2

CVPServer 10

CVPServer 14

CVPServer 12

CVPServer 16

B

3

RoggerSide B

Agent PG1B

AW / HDS /DDS-3

VRU PGSide B

Agent PG2B

AW / HDS /DDS-4

B

l

a

d

e

B

1

CVPServer 2

CUICSubscriber 2

CVPServer 6

CVPServer 4

CVPServer 8

CVPOAMP

FinesseSubscriber 1

UCMSubscriber 2

UCM

Subscriber 6Finesse

Subscriber 2

UCMSubscriber 4

UCM

Subscriber 8B2

CUICSubscriber 1

UCM-TFTP/MOHSubscriber 2

12000 S t Hi h L l T l *


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12000 Seat High Level Topology*

•

•

•

* Recommended and tested with B200 M4 (UCS-UC-B200M4) Blade


Blade A1

UCCELogger A

UCCERouter A

UCCEHDS-DDS A

CUICPublisher

CVP ReportingServer A

Blade A2

CCE AW-HDS 1 A

CCE AW-HDS 2 A

CCE AW-HDS 3 A

CUICSubscriber 2

CUICSubscriber 4

Blade A3

UCCE Agent PG 1 A

CVPServer 1 A

CVPServer 2 A

UCM 1Publisher

UCM 1Subscriber 1 A

UCM 1Subscriber 2 A

UCM 1TFTP-MOH A

Blade A4

Finesse 1Primary

CVPServer 3 A

CVPServer 4 A

CVPServer 5 A

UCM 1Subscriber 3 A

UCM 1Subscriber 4 A

Blade A5

Finesse 2Primary

CVPServer 6 A

CVPServer 7 A

CVPServer 8 A

UCCE Agent PG 2 A

UCCEVRU PG 1 A

Blade A6

UCCE Agent PG 3 A

CVPServer 9 A

CVPServer 10 A

UCM 2Publisher

UCM 2Subscriber 1 A

UCM 2Subscriber 2 A

UCM 2TFTP-MOH A

Blade A9

UCCE Agent PG 5 A

CVPServer 17 A

CVPServer 18 A

UCM 3Publisher

UCM 3Subscriber 1 A

UCM 3Subscriber 2 A

UCM 3TFTP-MOH A

Blade A10

Finesse 5Primary

CVPServer 19 A

CVPServer 20 A

CVPServer 21 A

UCM 3Subscriber 3 A

UCM 3Subscriber 4 A

Blade A7

Finesse 3Primary

CVPServer 11 A

CVPServer 12 A

CVPServer 13 A

UCM 2Subscriber 3 A

UCM 2Subscriber 4 A

Blade A8

Finesse 4Primary

CVPServer 14 A

CVPServer 15 A

CVPServer 16 A

UCCE Agent PG 4 A

UCCEVRU PG 2 A

Blade A11

Finesse 6Primary

CVPServer 22 A

CVPServer 23 A

CVPServer 24 A

UCCE Agent PG 6 A

UCCEVRU PG 3 A


Blade B1

UCCELogger B

UCCERouter B

UCCEHDS-DDS B

CUICSubscriber 1

CVP ReportingServer B

Blade B2

CCE AW-HDS 1 B

CCE AW-HDS 2 B

CCE AW-HDS 3 B

CUICSubscriber 3

CUICSubscriber 5

Blade B3

UCCE Agent PG 1 B

CVPServer 1 B

CVPServer 2 B

CVPOAMP

UCM 1Subscriber 1 B

UCM 1Subscriber 2 B

UCM 1TFTP-MOH B

Blade B4

Finesse 1Secondary

CVPServer 3 B

CVPServer 4 B

CVPServer 5 B

UCM 1Subscriber 3 B

UCM 1Subscriber 4 B

Blade B5

Finesse 2Secondary

CVPServer 6 B

CVPServer 7 B

CVPServer 8 B

UCCE Agent PG 2 B

UCCEVRU PG 1 B

Blade B6

UCCE Agent PG 3 B

CVPServer 9 B

CVPServer 10 B

UCM 2Subscriber 1 B

UCM 2Subscriber 2 B

UCM 2TFTP-MOH B

Blade B9

UCCE Agent PG 5 B

CVPServer 17 B

CVPServer 18 B

UCM 3Subscriber 1 B

UCM 3Subscriber 2 B

UCM 3TFTP-MOH B

Blade B10

Finesse 5Secondary

CVPServer 19 B

CVPServer 20 B

CVPServer 21 B

UCM 3Subscriber 3 B

UCM 3Subscriber 4 B

Blade B7

Finesse 3Secondary

CVPServer 11 B

CVPServer 12 B

CVPServer 13 B

UCM 2Subscriber 3 B

UCM 2Subscriber 4 B

Blade B8

Finesse 4Secondary

CVPServer 14 B

CVPServer 15 B

CVPServer 16 B

UCCE Agent PG 4 B

UCCEVRU PG 2 B

Blade B11

Finesse 6Secondary

CVPServer 22 B

CVPServer 23 B

CVPServer 24 B

UCCE Agent PG 6 B

UCCEVRU PG 3 B

PrivateNetwork



Ingress Gateways

V V


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Small Contact Center Agent Deployme




PrivateNetwork

Highly AvailablePublic Network


Ingress Gateways

V V

V V

• Eco500

•

• Utilcapten

• Dedcus

•

• Corblad

• 1 bcus

* Uses Tested Reference Model; Also supp

CourtesyCallback



Mobile Agent

Local Trunk


OutboundDialer

Post CallSurvey

PrecisionRouting


Rogger Side A

AW/HDS/DDS-1

VRU PG Side A

AW/HDS/DDS-2 A

1

CVP Server 1

CUIC Publisher

CVP Server 5

CVP Server 3

CVP Server 7 A2

CVP Reporting 1

CVP Server 9

CVP Server 13

CVP Server 11

CVP Server 15 A

3


CVP Server 2

CUIC Subscriber

CVP Server 6

CVP Server 4

CVP Server 8B

2

CVP Reporting 2

CVP Server 10

CVP Server 14

CVP Server 12

CVP Server 16B

3

Rogger Side B

AW/HDS/DDS-3

VRU PG Side B

AW/HDS/DDS-4B

1

CVP OAMP

ASA, CUBE-SP (SIP traffic)

Customer Instance Side A Blade 15

UCMPublisher

Finesse

Primar y

Agent PGSide A

Sub Customer 1

UCMPublisher

Finesse

Primar y

Agent PGSide A

Sub Customer …

UCMPublisher

Finesse

Primar y

Agent PGSide A

Sub Customer 10

Customer Instance Side A Blade …

UCMPublisher

Finesse

Primar y

Agent PGSide A

Sub Customer 1

UCMPublisher

Finesse

Primar y

Agent PGSide A

Sub Customer …

UCMPublisher

Finesse

Primar y

Agent PGSide A

Sub Customer 10

Customer Instance Side A Blade 1

Customer Instance Side B Blade 15

UCMPublisher

Finesse

Primar y

Agent PGSide A

Sub Customer 1

UCMPublisher

Finesse

Primar y

Agent PGSide A

Sub Customer …

UCMPublisher

Finesse

Primar y

Agent PGSide A

Sub Customer 10

Customer Instance Side B Blade …

UCMPublisher

Finesse

Primar y

Agent PGSide A

Sub Customer 1

UCMPublisher

Finesse

Primar y

Agent PGSide A

Sub Customer …

UCMPublisher

Finesse

Primar y

Agent PGSide A

Sub Customer 10

Customer Instance Side B Blade 1

UCMSubscriber

FinesseSecondary

Agent PGSide B

Sub Customer 1

UCMSubscriber

FinesseSecondary

Agent PGSide B

Sub Customer …

UCM

Subscriber

Finesse

Secondary

Agent PG

Side B

Sub Customer 10

PrivateNetwork

Highly AvailablePublic Network

OptionalOptional



Recording

Wallboard

WorkforceManagement

Features/options

requiring setup on

separate hardware

Unified WIMand EIM



Proxy

UCMPublisher

FinessePrimary

AgentPG Side

A

Sub Customer 1UCM

Subscriber

UCMPublisher

FinessePrimary

AgentPG Side

A

Sub Customer … UCM

Subscriber

UCM

Publisher

Finesse

Primary

AgentPG Side

A

Sub Customer 10UCM

Subscribe

r

Gl b l D l t


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Global DeploymentCentralized data center, global access

• Sincewo

• Rede

bymuins

• HClocce

dacu

• RecoB-

Side A Side B

PrivateNetwork

PublicNetwork

Remote Data Center

e.g. APAC

50 Agents

Site 3

PSTN

VXMLGateway

e.g. North America

100 Agents

Site 1

PSTN

VXMLGateway

Site 2

PSTN

VXMLGateway

Max400msRTT

Max 200msRTTMax 200ms

RTT

PrivateNetwork

PublicNetwork

Core Data Center

Side A Side B


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Product ComparisonFeature HCS for Contact Center Packaged CCE C

Architecture and Setup

Architecture Same as UCCE/CVP Same as UCCE/CVP UCCE/CVP or U

Deployment Models

Five pre-configured deployment modelssupporting up to 12000 agents; Goldentemplate or spec-based deployments

Pre-configured 1000 agent model; Goldentemplate based

No pre-configur

Hardware B-Series; C-Series for remote sites C-Series B- or C-Series

Additional Options Pre-configured options Pre-configured options No pre-configure

Configuration CCDM and HCMGadget-based CCE Admin; Standard toolsfor other products

CCMP or individ

Components and Applications

Call Control HCS based CUCM only Non-HCS based CUCM Non-HCS based

Desktop Finesse, CTIOS Finesse, CTIOS Finesse, CTIOS

Management HCS based management Third-party add-ons Third-party add-

Licensing and Pricing

Licensing

Transferable perpetual licenses sold toservice providers; Large Enterprise for endusers

Perpetual license to end user Perpetual licens

PricingSold to partners based on VLA andstandard HCS discounts

Standard contact center pricing Standard contac


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• Targeted for customers who wish to migrate to HCS for CC

• CTIOS only desktop available

• Requires HCS CUCM licenses

• A2Q required for every deployment using Avaya

Avaya PG Support


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Service Management


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Prime Collaboration Contact Center Assurance Top

“I like it…it looks realistic, as an engineer this is what I would

draw”

–Cisco Escalation Team

Link Status

Device Status

Device

Performance

This Service level View simplifies operations task through real-time visual represe

of Contact Center infrastructure, their availability, their performance and their relations

“I’m absolutely impressed…I’m floored…lo

is going…for everything that I’ve been doi

this is beautiful.” –

Director of


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Roadmap

R d


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Single Sign-on

App Gateway Support

3rd party VRU support

Small Contact Center PIII

SocialMiner support

Virtualized CUSP supp

Optimized 12K deploymmodel

Future*

Virtualized VoiceXMLbrowser

11.0 CC feature set

Open Social Gadgets UI forCCDM

Small Contact CenterCustomer Phase II

Shared CUCM support

Optimized hardwarefootprint

C-Series Server support forRouter & Logger

Mobile Agent Call by Callsupport

HCS-CC 11.0*Q4 CY15

Roadmap

* Features are not committed; HCS-CC 11.0 will run with HCS 10.6.x


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HCS and Unified Contact

Center Express (CCX)

Financial comparison of HCS for CC a


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Financial comparison of HCS for CC aUnified CCX40 Agents

• CCaaS SCC* costs reduced b

• CCaaS SCC* costs reduced bPremium

• Costs per Agent per month*** CCaaS and UCCX Premium b$77, $138 and $103 respectiv

Note: All prices shown are list. SWSS included for three years. HCS tier pricing is at Tier 3. 500-Agent deployment model utilized for CCaacosts related to hiring a system administrator to manage UCCX as an on-premise solution. CCaaS does not require a customer premise bamaintained by the service provider.

$12

$100

$39

$64

$64

$74

$35

$35

$36$111

$198

$149

$0

$50

$100

$150

$200

$250

CCaaS SCC CCaaS UCCX

T h o u s a n d s

Infrastructure Product Maint.

* 100 tenants with 40 agents per tenant

optimal infrastructure utilization** 500-agent deployment model

*** Priced for 36 months

C o s t s o v e r 3 y e a r s



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• CCaaS SCC* costs reduced bPremium

• Costs per Agent per month*** CCaaS and UCCX Premium b$73, $90 and $83 respectively

Note: All prices shown are list. SWSS included for three years. HCS tier pricing is at Tier 3. 500-Agent deployment model utilized for CCaainclude costs related to hiring a system administrator to manage UCCX as an on-premise solution. CCaaS does not require a customer preadministrator as it is maintained by the service provider.

$26

$118

$39

$240

$240

$278

$130

$130

$133

$396

$488

$450

$0

$100

$200

$300

$400

$500

$600


T h o u

s a n d s








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•

CCaaS SCC* costs reduced bPremium

• Costs per Agent per month*** CCaaS and UCCX Premium b$73, $86 and $81 respectively

Note: All prices shown are list. SWSS included for three years. HCS tier pricing is at Tier 3. 500-Agent deployment model utilized for CCaainclude costs related to hiring a system administrator to manage UCCX as an on-premise solution. CCaaS does not require a customer pradministrator as it is maintained by the service provider.

$30

$128

$39

$320

$320

$370

$173

$173$178

$523

$621$587

$0

$100

$200

$300

$400

$500

$600

$700


T h o u

s a n d s







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Unified CCX and HCS HCS for Contact Center’s Small Contact Center is the reco

solution for small contact centers

Product investment for small centers integrated with HCS is focused on SCenter deployment

Unified CCX on the customerpremise or in the cloud aresupported models, connected

to HCS & UCM in the cloud Please refer to the HCS SRND

and HCS for Contact CenterInstallation Guide for moredetails and limitations of thisdeployment model

The CCX system is owned bythe customer

CCX is to be sold to the

customer by the serviceprovider or another AUCpartner

Uses normal CCX licensingand resale contract; CCX is notincluded in the HCS licensing

Important Note

Certain CCX favailable with

HCS documen

CCX is not inteHCS for Servicand Service As

There is no roaabove items


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Summary

Key Takeaways


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Key Takeaways

Cloud is here

$1.17 B Contact Center as a Service market oppo

First full collaboration portfolio in the Cloud

Same Contact Center experience as Enterprise

A key focus and investment for Cisco

Differentiated services provide economic and comadvantage


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• Cisco Hosted Collaboration Solution for Contact Center

http://www.cisco.com/go/hcscontactcenter

• Cisco Hosted Collaboration Solution

http://www.cisco.com/go/hcs

• HCS for Contact Center Partner Community (Private)

https://communities.cisco.com/community/partner/collaboration/contactccc

Contact your local account manager or [email protected] for acce

Where to get more information?

http://www.cisco.com/go/hcscontactcenterhttp://www.cisco.com/go/hcshttps://communities.cisco.com/community/partner/collaboration/contactcenter/hcs_for_cchttps://communities.cisco.com/community/partner/collaboration/contactcenter/hcs_for_ccmailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]://communities.cisco.com/community/partner/collaboration/contactcenter/hcs_for_cchttps://communities.cisco.com/community/partner/collaboration/contactcenter/hcs_for_cchttps://communities.cisco.com/community/partner/collaboration/contactcenter/hcs_for_cchttp://www.cisco.com/go/hcshttp://www.cisco.com/go/hcscontactcenter


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© 2011 Cisco and/or its affiliates. All rights reserved.

Anil VermaCisco MediaSense Product Manager

July 09, 2015

Wh t C Ci M di S D F Y


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What Can Cisco MediaSense Do For Y

Compliance Recording(Audio & Video)Regulations, Business Practices, Security

Video StreamingVideo On Hold, Video In Queue, Video Greetings

Quality Monitoring Agent Rating, Analytics, Transcriptions

Cisco UC Cis


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Search Archived Recordings


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Search Archived Recordings

Search Archivedrecordings byparticipatingextensions.

View Call Associations


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View Call Associations

New Button to showassociations

Associationsshow in a list

Supervisors can view all legs of the callCall association available for all three recording topologies:

Built-in-Bridge CUBE-Dial Peer Forking CUCM-Network Based

HTML5 Playback of Recordings


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HTML5 Playback of Recordings

Audio recordings playback without any Java downloads Audio played via the browsers HTML5 capabilities

HTML5 playbackwindow with

playback controls.

Identify Agents with their Conversation


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Identify Agents with their ConversationRecordings

New Finesse Agent Gadget enables Agent tagging of Recording

Available with UCCE, UCCX and PCCE

Recording can be Searched by Agent ID, Agent Extension or Agent

and Last names

Agent Information Displayed with Recordings


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g p y g

Agent ID, First, Last andLogin Names now

available with Recordings.

The CUCM

LineName alsoDisplayed.

Tags when using FinesseWorkflow recording with

UCCX

Search Recordings with Agent Information


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Agent LoginID

Ag

A

Enable Video Auto Attendant for Unity


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Enable Video Auto Attendant for UnityConnection

MediaSense enables the ability to upload

recorded Videos for Greetings

Audio Text Manager(ATM) Tool enhanced toenable Video uploads for Auto Attendants on

Unity Connection

Ch d th h d


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Changes under the hood

OS upgrade• Upgrade to 64 bit RedHat version 6.2• New libraries include security updates

Troubleshooting Improvements• Better Error Reporting on S&P• Prime Assurance Support• More Performance Counters

• Published Key Performance Indicators

Li i M d E i


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Licensing Made Easier

No more Server SKUs

No more Base SKUs.With the 11.0 release, you buy:

• Audio Port Licenses and/or

• Video Port Licenses.

Customer has flexibility to setup servers as desired.

High Availability is includes with the Ports.

Cost per port goes up slightly.


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Target Features for 11 5


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Target Features for 11.5

IPv6 End Point Support

Roles and Permissions

SRTP Media Recording

Delete Button on Search and Play GUI

On-Demand Recording for Finesse Agents

Video Messaging with Unity Connection


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Easyto use

and install

Low TCOPer-session pricing

Software Appliance

Powerful and Flexible Audio and HD Video

Recording and StreamingUC, Contact Center, Remote ExpertOpen Platform APIs and Ecosystem

MediaSenseRecording &Streaming

Interactive Q&A


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Presentation for July 9 2015 Cisco HCS for Contact Center and MediaSense

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Transcript of Presentation for July 9 2015 Cisco HCS for Contact Center and MediaSense