Cisco Consultant Liaison Program
(CLP)
Cisco Unified Contact Center Update
Karen Bickel, Product Marketing Manager
Balaji Sundara, Product Manager, CCBU
May 5, 2006
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© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
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Objectives
• To gain a better understanding of
Cisco’s position in the contact center
market as compared to Avaya, Nortel
and others
• To learn about new features and
enhancements to Cisco’s Unified
Contact Center product portfolio
• To understand how Cisco’s
technologies can be implemented for
your clients as part of their migration
to IP Communications and the
Customer Interaction Network
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© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
2
Market Update
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©
Cisco Systems,
Systems, Inc.
Inc. All
All rights
rights reserved.
reserved.
© 2003,
2006 Cisco
Cisco Confidential
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3
Thought Leaders Are Moving
in Our Direction
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Maintaining Contact Center Market Momentum
• Leadership in Customer Contact
1M+ contact center agents worldwide
Contact Center Agents – 73,705 in CY2003 and 134,760
in CY2004 and 165,985 in CY2005
• Shipped
3000 IP Contact Center
1200 Virtual Routing Systems
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Continued to Add Top Industry Talent
• Laurent Philonenko – Contact Center GM
• Alex Smelik – Solutions Architect
• Steven Vaughan – Director of Advanced Srvs
• Steve Morrison – Director of Engineering
• Clive Sawkins – Director of Applications
• Brain Dal Bello – Director of Engineering
• John Van Der Linde - Business Dev Mgr
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Building the Foundation for Interactions
INTERACTIONS
TRANSACTIONS
Multiple
Channels
PRODUCTION
Customer
Customer
Access
Convenience
Back-Office
Automation
Consolidated
Channels
Personalized
Service
Automate
Standardize Specialize
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Analytics
Broadcast
Access
Open
Empower
Record
Translate
Web Services
Virtual Call Center Routing
IP Communications
Scale
Fast
Rich
Interactions
Integrated
Processes
Single Face
to Customer
Optimized
Processes
Faster
Real-Time
Routing—Switching—Security
Cisco Confidential
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Cisco Customer Contact Products
Cisco Customer Contact Products
Target Markets
Self service
TDM
Service
Provider
IP
Cisco
Unified
Customer
Voice Portal
Enterprise
SMB
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.
Cisco
Unified
IP-IVR
Assisted service
TDM
IP
Cisco
Unified
ICM
Hosted
Cisco
Unified
Contact
Center
Hosted
Cisco
Unified ICM
Enterprise
.
Cisco
Unified
Contact
Center
Enterprise
Cisco
Unified
Contact
Center
Express
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Cisco Unified Contact Center
Product Update
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9
Cisco Unified Contact Center
Enterprise and Hosted
• Aligns with Cisco Unified Communications
• IPCC Enterprise – Unified Contact Center Enterprise
(Unified CCE)
• IPCC Hosted – Unified Contact Center Hosted (Unified
CCH)
• Support for Cisco SIP Phones
7970, 7941, 7961
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Release 7.1 Overview
• Support for all Enterprise and Hosted deployments
Unified CCE (including SystemPG deployments)
Unified Intelligent Contact Management
Unified CCH
• Cisco Unified Mobile Agent
• Cisco Agent Desktop Browser Edition
• PG/CTI OS Scalability improvements
• Citrix CTI OS Support
• CTIOS Silent Monitor Support
• Minor Enhancements
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Cisco Unified Mobile Agent
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12 12
Mobile Agent
Allows An Agent to Use ANY phone
• CTIOS, CAD, and CAD-BE (New) will support
remote agent login. Agent specifies phone
number at login.
• Supervisor has visibility to monitor remote/mobile
agents.
• All calls under full Cisco Unified CCE and CCH
control.
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Cisco Unified Mobile Agent
Call Delivery Modes
• “Nailed Up” or Call-by-Call delivery
Nailed Up – Call is made once and the
connection is kept active till agent logs out
Call-by-Call – agent answers every call
• Centrally Managed via IPCC
• Silent Monitoring is supported (SPAN)
• Centralized recording possible
• Requires two gateway ports for each active call
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Mobile Agent
Any networked connected computer
Any Phone Number
Branch Office
PSTN
HQ
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Work At Home
Home Agent
Branch Office
PSTN
HQ
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Remote PBX Agent
PBX Agent
Branch Office
PSTN
HQ
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Central PBX Agent
PBX Agent
Branch Office
PSTN
HQ
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Mobile Worker
Mobile Worker
Branch Office
PSTN
HQ
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Disaster Recovery
Disaster Recovery
Location
Branch Office
PSTN
HQ
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Cisco Agent Desktop 7.1
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21 21
Cisco Agent Desktop Browser Edition
• CAD Look and Feel
• Available as alternative for all
CAD desktops (packaged like
IP Phone Agent)
• Internet Explorer and Firefox
• Windows and Red Hat Linux
• Supported through VPN
Access
• Integrated Browser pane
• HTTP Post/get, Recording,
Chat
• Not all CAD features (e.g.
Macros)
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CAD-BE on Windows - Internet Explorer
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CAD-BE on Linux – Firefox
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Other CAD 7.1 enhancements
• E-Mail Alert Action in
Supervisor Workflow
• Tabbed embedded browser
(up to 5 tabs)
• Extended support for
Supervisor page push.
Dedicated Tab
• Remote Agent Support (all)
• Usability Enhancements
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CTI Object Server 7.1
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26 26
CTIOS Additions - Benefits
• Citrix Support
-Higher Productivity
-Agents need access to be invisible.
- Easy, on-demand access from wherever they are, using any
device and network.
- Lower Costs and More Control
-Contact Center supervisors can observe, monitor, control, and
manage access and resource usage to deliver the highest service
at the lowest cost.
-Greater Business Agility
- Business managers need access to be transparent.
- Operational efficiency, data security and employee mobility
• Silent Monitoring support
-Caters to changing environment in the Contact Center
- Enforces Centralized Monitoring and Recording
-No client dependency
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What is Citrix MetaFrame?
• Server Based Computing
Platform (SBC)
• Allows Remote Application
Execution
• Multi-Platform
(Desktop/Server
Computing)
• Citrix MetaFrame
enhances MS Windows
Server 2000 or 2003
Terminal Services
Citrix Presentation
Server
Driven 3rd
Party Client
Citrix ICA
Citrix ICA
Terminal Services
Citrix Thin Client
Host OS
(Windows, MAC,
UNIX)
MS Win 2000 &2003,
UNIX
Remote Client
Citrix MetaFrame
Server Farm
(Remote Host)
ICA/RDP
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Where Do Cisco CTI Clients Run?
• CTI Clients are Published to
the Citrix Presentation
Server
Citrix MetaFrame
Cisco
CTI
Services
• Client Runs in Remote
Windows Sessions
Unified
CCE/CCH
• End User interacts with
Client via the Citrix ICA
Client
TCP/IP
TCP/IP
Citrix Presentation
Server
Remote Client
Remote Session
Citrix ICA
Citrix ICA
Terminal Services
MS Windows Server
2000/2003
Desktop Computer
Server Farm
Voice
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Compatibility Matrix
Windows
Terminal
Services
Citrix
MetaFrame
PS 4.0
Citrix Web
Client
Citrix PN
Agent
Citrix Program
Neighborhood
CTIOS Agent
Desktop
CTIOS IPCC
Supervisor
CTIOS Outbound
Option
C++ CIL
Java CIL
.NET CIL
COM CIL
CTIOS ActiveX
Citrix MetaFrame Presentation Server supported only on Windows Server 2000 or 2003
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CTIOS Supported Features
CTI OS
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Agent Control
Call Control
Supervisor
Point-to-Point Silent Monitoring
SPAN Port Silent Monitoring
Recording
X
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Cisco Agent Desktop
Supported Citrix Modes
• Full Remote Window
Published application
shows in a Window on the
client.
• Seamless
Published application
shows on the client
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CTIOS Supported Citrix Modes
• Full Remote Window
Published application
shows in a Window on the
client.
• Seamless
Published application
shows on the client
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CTIOS Silent Monitor 7.1
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34 34
Silent Monitor Changes (7.1 Architecture)
Silent Monitor Requests
Silent Monitor Events
CTIOS Server
Silent Monitor Events
Silent Monitor Requests
Desktop (CIL)
Silent
Monitor
Requests
Desktop (CIL)
Silent
Monitor
Events
Silent
Monitor
Events
Silent
Monitor
Requests
Heartbeats
SilentMonitorService
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Audio
SilentMonitorService
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IPCC Deployment
• After upgrade to 7.1, the silent monitor service is
silently installed on the agent’s desktop computer.
• Silent monitor functionality will be the same as
before the upgrade.
• No difference in how supervisor uses Silent Monitor
today.
• Silent Monitor Service and not the Client Interface
Library (CIL) provides silent monitor functionality.
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Real World Applications
(Remote Office Deployment)
`
Agent Phone
Agent Desktop
Call Manager Express
VPN Connection
Caller Phone
Remote Agent Gateway
PSTN
Caller Gateway
VPN
Agent Gateway
SPAN
IPCC
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Silent Monitor Server
CTI OS Server
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Citrix Deployment
• The 7.1 desktop is installed on the Citrix server
• For Citrix clients silent monitor service needs to be
installed on the Citrix client computers.
• Two installers for this.
Silent installer – installs silent monitor service w/out user
intervention w/default settings.
Installer – allows user to configure the silent monitor server
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Mobile Agent Deployment
• Silent monitor service is installed on a separate
computer.
• Connection profiles configured to tell mobile
agents how to connect to silent monitor service
• Supervisors use silent monitor service configured
on supervisor’s computer.
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Real World Applications
(At-Home Agent Deployment)
`
Caller Phone
Agent Phone
Agent Desktop
VPN Connection
PSTN
Caller Gateway
IPCC
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VPN
Agent Gateway
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Silent Monitor Server
CTI OS Server
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Security
• Clients can use CTI OS certificates used to connect
to CTI OS Server to connect to silent monitor
services
• Peer Silent monitor services can be used to
securely connect to each other.
• Silent monitor service certificates configured
similar to CTI OS Server
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SPAN Port Setup
• Silent monitor servers use a switch SPAN port to
capture and forward agent conversations.
• Silent monitor server requires two NICs.
One for incoming control connections.
One for SPAN traffic
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Performance and Scalability
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43 43
Capacity and Server Count
• Release 7.0 (~50% fewer servers for large Unified
CCE)
Doubled PG capacity 500 – 1,000
• Release 7.1
50% more PG capacity (25% fewer servers for
large Unified CCE)
1,000 – 1,500 agents
Foundation for future enhancements
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Customer Examples
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Customer Deployments - IPCC
• More than 3000 Cisco IP contact centers
worldwide
• Top IPCC Enterprise agent counts
Retail – 3800 agents, sites in UK and India
Retail – 4300 agents, branch deployment across
hundreds of branches in the US
Outsourcing – 1800 agents, 3 sites in India with data
center in the US
Oursourcing – 1200 agents, India
Insurance – 1200 agents, 30 sites in China
Insurance – 800 seats, South Korea
Insurance – 1000 seats, South Korea
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In Summary
• It’s not just about cheaper phones or calls
• Transaction Measurements have moved to
Interaction Success Metrics
• Requirements are changing: it’s a new experience
• Business agility is key
• We are committed to investing in applications and
technologies that will enable the next generation of
business communication services
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Q and A
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Questions?
CiscoCLP@cisco.com
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