Transforming the
Contact Center with
Cisco Unified
Contact Center
April 2007
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
1
Agenda
 Business Update and Value Proposition (getting
wet)
 Portfolio Overview (snorkeling)
 Key Product Details (SCUBA)
 Enhancement Details (Submersible)
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2
Business Update
and Value
Proposition
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© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
3
Cisco Customer Contact Success
• Leadership in Customer Contact
1M+ contact center agents worldwide
Contact Centre Agents – 73,705 in CY2003, 134,760 in
CY2004 and 354,581 in CY2005
• Shipped 3500+ IP Contact Centers
• 1200 Virtual Routing Systems
shipped
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4
Cisco Agent Shipment Growth
2003-2005
400,000
350,000
354,581
300,000
250,000
200,000
150,000
134,760
100,000
50,000
73,705
0
2003
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
2004
Cisco Confidential
2005
5
Contact Center Key Value Propositions
 Enable our customers to provide superior
service to their customers
 Increase our customers’ productivity
 Save our customers money
 Allow our customers to differentiate
themselves based on service
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6
Contact Center Key Value Propositions
 Solutions for multiple segments (midmarket,
enterprise, SP)
 Variety of technology areas (ACD, CTI, IVR,
outbound, multi-channel, video, analytics…)
 Multiple migration and co-existence options;
not just IP
 Architectural advantage for multi-site
organizations, branch/store contact centers
 Customer Interaction Network means any
customer, from any media, to any agent (or
knowledge worker), in any location
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7
Contact Center
Portfolio Overview
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© 2006 Cisco Systems, Inc. All rights reserved.
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8
Product Portfolio
Unified CC
Unified ICM
Self Service
Express Edition
Enterprise Edition
Customer Voice Portal
Enterprise Edition
Hosted Edition
IP IVR
Hosted Edition
Options*
Email Management
Text Chat
Analytics
Outbound
Web Collaboration
Workforce Optimization
* Options do not necessarily apply across all products or product lines.
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9
Cisco Unified Contact Center Express
Introduction
 Integral part of Cisco’s Unified Communications solution
 Available in three different packages, Standard, Enhanced
and Premium, to address small to medium, formal or informal
contact center needs
 Delivers intelligent contact routing, call treatment, network-todesktop and computer telephony integration (CTI), and
integrated self-service for customer contact management
over an IP infrastructure
 Enables companies to rapidly deploy a scalable, distributed,
virtual contact center solution over their Cisco IP networking
infrastructure
 Provides optional high availability redundancy ensuring
automatic failover in the event of server hardware failure
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A Scalable, Integrated, Virtual Unified Contact
Center Solution
 A contact-center-in-a-box
Fully integrated ACD, Desktops, CTI & IVR
 The entire solution can fit on one box
1–50 agent deployments on single processor
servers
1–150 agent deployments on dual processor
servers
BUT - it can also scale to 300 seats to support
large, sophisticated deployments using
dedicated expansion servers
 Virtual Contact Center
Agents and supervisors can be located at any
site on your WAN or on any ISP DSL or Cable
modem connection at home
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11
Easy to Deploy and Cost Effective
 Easy to Deploy
Self-service Web and
IVR systems drive
down the costs of
providing customers
the information they
are looking for….
 Single service creation tool for the
ACD & IVR
Easier, faster ACD & IVR integration to
meet your business rule requirements
Sources: Siebel and Forrester
> $500
 Easy, cost-effective CTI solution
Significant savings when comparing to
traditional CTI solutions
 Integrated self service
> $5
Express has a fully integrated self service
component in Premium
Order-of-magnitude cost savings over
agent based contact management
< $1
Field Visit
Presentation_ID
Call Centre
Self-Service
© 2006 Cisco Systems, Inc. All rights reserved.
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12
Unified Contact Center Enterprise Overview
Unified CC Enterprise brings full function ACD
functionality to the Cisco Unified Communications
Manager and UC suite of applications
Unified CCE brings full multi-channel contact routing with
universal queue for inbound voice, web chat (singlesession and multi-session), web call back, web
collaboration, e-mail and outbound voice all under control
of a single routing engine that has full redundancy and is
designed for fault tolerance
With CC Enterprise, clients can gain the benefits of a IP in
their contact center to reduce costs and improve customer
satisfaction
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13
Unified Contact Center Enterprise
Delivers
• A comprehensive contact center solution
• True distributed IP communications architecture
• Carrier-class fault tolerance
• Integrated CTI, Outbound, Web, E-Mail, Self-Service
• End to End Security and Manageability
• A scalable architecture for Enterprise deployments
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14
CC Enterprise Benefits
• Customer Experience Improvement—captured data from the IVR is
presented to the agent as a screen pop
• Reduced Call Handle Times – screen pop data saves 3 to 5 seconds
per call
• Virtual Network Queue for calls – reduces wait for callers and turns
three 100 seat centers into one virtual 300 seat call center
• Intelligent routing of callers by phone number—keeping local calls
“in region” where dispatchers and operators know the area
• Enterprise Reporting – Call data and agent information available
across all the sites in a single, integrated reporting tool
• Operational Savings – “in-sourced” MACs and support replacing
multiple 3rd party service companies with three existing IT
employees
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CC Enterprise Summary
 Calls are routed intelligently over your converged network, no
need for expensive PSTN tie lines or transfer connect (TNT)
charges
 Pre-Routing is eliminated, CCE becomes a single virtual IP ACD
across all sites
 Callers don’t get stuck in queues with a centralized network
queue – calls aren’t sent across the network until CCE reserves
the agent and is known to be available
 Calls can be directly routed to agents and queue for specific
agents
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16
Unified ICM Introduction
ICM Enterprise is the leading enterprise contact center
routing and integration technology platform. Supporting all
major ACD/IVR vendors as well as all carrier routing
platforms, it allows for the seamless integration of contacts
for inbound voice, outbound voice, web and e-mail all with
full enterprise-wide reporting and a single easy to use
graphical scripting environment.
Since its introduction over ten years ago, ICM has enabled
over 850,000 agents all over the world in almost every
major contact center, in every industry – improving agent
occupancy, efficiency and always getting the caller to the
right resource, the first time.
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Unified ICM Overview
 For TDM ACDs, the ICM picks the “target” for the contact,
but allows the ACD to pick the agent
 The ACD must inform the ICM of the call arrival and agent
state to reconcile the Call Routing Process
 Configuration and Scripting must be mirrored in the ACD
and ICM to ensure accurate reporting and routing
 ACDs and IVRs can Post-Route voice contacts via the
ICM to take advantage of the same routing rules and
scripting used in Pre-Routing—and preserve call context
by using Translation-Routing between sites
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Unified ICM Summary
 Enables centralized contact center strategy
 Provides a single set of business rules across all channel types
– Voice, Email, Web, Fax
 Protects existing technology investments
 Consolidated reports across all channel types
 Every customer interaction delivered
to the best resource the first time
Without geographical constraint, regardless of ACD
or IVR Vendor, Carrier Network or media channel
 Customer Information is preserved throughout the contact—allowing for
integration with back-end data systems to improve agent efficiency
 Proven integration with CRM vendors, wall board, staff schedule,
recording to complete the solution
 Enable smooth migration from TDM solutions to IP Contact Center
solutions
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19
Customer Voice Portal (CVP)
What is Customer Voice Portal?
Customer Voice Portal (CVP) is a unique combination of
Cisco technologies to enable advanced voice applications
at the edge of the IP network, bringing powerful integration
with Web Services to backend data systems and
integration to contact centers with full call context and data
Ok… What does that mean?
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Customer Voice Portal (CVP)
Advanced Voice Applications… at the edge
CVP takes advantage of the integrated VXML browser
built into Cisco IOS, allowing callers to interact with
menus, scripts and self-service applications
Calls do not have to be brought to a central “IVR Farm” to
provide services, calls can be kept local to save on carrier
charges for remote call forward charges to leverage VoIP
for toll-bypass
Payment Locator
“You can make a
payment at any Shaws’
supermarket or Comcast
office. The nearest
Shaws’ is 100 Easton
Road, until 11:00 tonight”
“Where can I pay
my bill?”
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Customer Voice Portal (CVP)
Powerful integration with Web Services…
CVP provides an Eclipse-based toolkit to develop self-service
applications, built on open/standard J2EE for access to Web
Services and Java objects already in place to support the
corporate data/web architecture
Callers on the CVP hear the same data that is on the Web and
available internally to the stores via corporate infrastructure
ACCT Database
Account #32311323401
Balance: $110.52
Due:
15th
“Your payment of $110.52
is expected by the 15th”
“What is my balance due?”
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Customer Voice Portal (CVP)
Integrated to contact centers…with call context
CVP works with Cisco’s core contact center products, ICM and
IPCC to provide network queuing and data collection – “front
ending” call flows for either IP agents on Unified
Communications Manager (Unified CCE) or TDM agents on
Avaya, Nortel, etc., with ICM
CVP can collect data from callers, backend systems and pass
it to the IPCC for call routing and to the agent desktop to drive
CTI Screen Pop and workflow
“Hello, Mr. Jones,
we know there is an
outage in your area”
“I need help with my
high speed Internet service”
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Customer Voice Portal (CVP)
What else? Call switching…
CVP can also provide a virtual softswitch functionality, moving
calls between sites and resources across the IP network or
carrier networks
This is pure cost savings, reducing the number of advanced
services required from the carriers to leverage the carrier
networks, the IP data network, or a combination of both—
intelligently based on business rules and customer needs
“Hello,
Mr.
Jones”
“Ok, how about some help
with my Digital Phone Service?”
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“No problem sir, let
me connect you”
24
CVP Summary
Cisco CVP addresses the major objectives of today’s Contact
Centers by combining VoiceXML based Interactive Voice
Response (IVR) with the capability to seamlessly integrate
multiple Contact Center locations into a unified virtual Contact
Center with IP switching.
The Cisco Customer Voice Portal achieves these objectives by
leveraging existing Contact Center technology investments to
provide the lowest TCO through reduced agent, operations,
and telecommunications costs, while providing a migration
path from a multi-site, multi-vendor TDM ACD environment to
an IP Contact Center with integrated Web and telephony
contact without requiring a fork-lift upgrade.
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25
Key Product Details
CCX and CCE
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26
Unified CCX Routing and Queuing
 Application /database
integration
 Conditional routing based
on dialed number
 Call-by-call routing
 Conditional routing based
on caller entered digits (CED)
 Agent based routing*
 Database-driven call handling
 Call re-routing based
on wait time
 Load balancing
 Conditional routing based
on time of day, day of week and
holidays
 Priority routing
 Conditional routing based
on calls in queue
 Competency-based routing
 Conditional routing based
on caller origin
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 Skill-based
routing
 Priority Queuing
27
CCX ACD Routing & Priority Queuing
Feature
Standard
Enhanced
Premium
Conditional (e.g. ANI/DNIS/Day of week/Time of
Day, any custom variable …)
a
a
a
Overflow, Intraflow, Interflow
a
a
a
Re-route on wait time, agent no answer
a
a
a
Call Priority Queuing
x
a
a
Skills-based Routing
x
a
a
Competency Based Routing
x
a
a
Agent Based Routing
x
a
a
Priority Routing or other data dependent routing
(XML or internal data source)
a
a
a
Priority Routing or other data dependent routing
(ODBC/JDBC SQL database source)
x
x
a
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Cisco Unified Contact Center Express
Reporting Overview
Supervisor Desktop
Unified Contact Center Express Server(s)
Real-Time Agent
Monitoring Grids
• Monitoring Unified
Contact Center
Express System
Activity
• Historical Reports
MSDE or
MS SQL 2K
• Database Server
(Co-resident or
separate expansion
server)
• AutoSynchronization
upon failure
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Historical Report
DB Server
CRS Administration Tool
MSDE
or MS SQL 2K
Cisco Confidential
• Dedicated Historical
Report DB Server
for scalability.
29
Historical Reporting
What Deployment Options?
 Historical Reporting Server
(HRS) Co-resident with Cisco
Unified CCX primary server
 Optionally deploy on dedicated
Express Expansion Server
(ESS)
 Default Historical Reporting
Solution
Default historical reporting is
provided at no charge
 Optional Historical Reporting
Enhancement
Cisco’s OEMed version of
Microsoft SQL Server
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What are the Benefits?
 Deployment and pricing flexibility
Default HRS May be deployed coresident on the Cisco Unified CCX
primary server,
on a dedicated Express Expansion
Server (ESS) historical reporting
server or,
may share deployment on an ESS
with selected other system functions
 Dedicated reporting server
significantly increases the number of
simultaneous reporting sessions that
may be run
 Very large storage capacities may be
supported by deploying Microsoft
SQL Server on an ESS
30
CCX Historical Reports – Detailed Options
Report Task to
perform:
Parameter to
filter some
report data
based on its
values
• View
Field used to sort
resulting data
report
Selected filter
parameter
values (report
will only contain
Agents
specified)
Possible options
for the selected
report parameter
(Agent Names) to
choose from
Some reports
allow the user
to specify the
operation to be
done on the
parameters
values selected
(ex: OR, AND)
This will be View
or Schedule
based on the
“Reporting Task”
above
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Feature Rich, User Friendly
Multiple Report Generation, Viewing, & Data Output
Options
 Multiple Report Generation Options
Summary, Detail, Preferred Interval
Graphical & Tabular
 Multiple Report Viewing Options
Sorting
Filtering
Searching
Scaling
 Multiple Report Output Options
Scheduled Reports for Printing or Saving
Export Report Data to PDF, RTF, Excel, or
CSV for further data manipulation or sharing
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32
CCX - comprehensive decision making
information for supervisors
Operational Matrix
Measure Agent
Performance
Measure CSQ (a.k.a Skill
Group) Performance
Measure Customer
Experience
Measure IVR Application
Performance
Other
Presentation_ID
Report Type (s)
Examples of Key Statistics
Agent Call Summary
Agent Call Counts & State Times
Agent Detail Report
Call by Call Agent Activity Detail
Agent Login/Logout Activity
Agent Login/Logout Times, Duration, & Reason Codes
Agent Not Ready Reason Code Summary
Agent Reason Codes & Durations
Agent State
Login On & State Times (Detail/Summary/Interval)
Agent Summary
Call Counts & Avg./Max. State Times
Common Skill CSQ Activity Report
Call Counts, Queue Times, Abandon Times, & SL
CSQ Activity Report (s)
Multiple View of SL’s by (CSQ & Interval) & ASA, Max Queue Times, Avg. Handle Time,
Avg. Time to Abandon etc.
CSQ Call Distribution Summary
Calls Handled/Abandoned by chosen time intervals
CSQ Priority Summary Reports
CSQ Call Count Detail by Call Priority
CSQ SL Priority Reports
CSQ SL’s Detail by Call Priority
CSQ – Agent Summary Report
CSQ to Agent Call Summary/Detail Mapping & RNA
Abandon Call Detail Activity
Abandon Call Counts & Times Details
Aborted/Rejected Call Detail
Dropped Call Details
App. Summary/Performance Analysis
Call Counts (Handled, Presented, Abandons) and Avg. Times ( ASA, Avg. Abandon
Time)
IVR Application Performance Analysis
IVR Call Counts (Presented, Handled, Abandoned) & IVR Call Duration Time
IVR Detail Report
Call By Call Detail of Caller Experience in the IVR
IVR Traffic Analysis Report
IVR Call Volumes, Peak Calls, & Call Durations
Call Custom Variables
Agent Input Call Variables
Call Number Summary
Call Counts & Avg. Call Duration by Dialed No.
© 2006 Cisco Systems, Inc. All rights reserved.
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33
CCX - Cisco Agent Desktop
A workflow automation and management software
set that helps agent and supervisor teams work
within a virtual customer interaction environment to
meet key performance metrics.
 Agent, supervisor and desktop administrator
components of Cisco Unified Contact Center Express
 Productivity and collaboration components that
include:
– Cisco Agent Desktop
– Cisco IP Phone Agent
– Cisco Supervisor Desktop
– Cisco Desktop Administrator
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34
How does CAD solve the customer
contact problem?
• Improve customer satisfaction




Single call resolution with increased response accuracy
Shorten response time
Consistent client experience
Improve customer relationships
• Increase contact center productivity
 Encourage or influence agent interaction behavior
 Improve call handling capabilities
 Reduce call duration
• Reduce cost of operation and improve contact center profitability




Head count reduction
Agent retention through increased job satisfaction
Improve effectiveness
Eliminate IT dependency thereby reducing costs to operate, administer,
maintain and provision contact center agents
 Faster and easier implementation than traditional CTI technologies
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How does CAD improve agent
productivity?
Task
Automation
Phone Bok, Chat, Agent
Reports
Tool
Bar
Call
Data
Pane
Enterprise
Data Pane
Integrated
Browser
Agent
Status
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How does CAD improve agent
productivity?
2. Choose
Task Button
3. Check
Visible and
Enter Hint
Description
1. Select User
Interface
4 . Customize
Icon
5 . Add Action
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How does CAD improve agent
productivity?
6. Choose
workflow
action
and click
“New”
7. Fill in
blanks
and click
“OK”
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How does CAD improve contact
center productivity?
Agent Reports
Team
Message
Supervisor
Chat
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How does CAD improve contact
center productivity?
Barge In
Intercept
Chat
Real Time
Displays
Record
Silent
Monitor
Agent
State
Control
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Agent Experience - The 3rd Party Screen
Pop
Auto
Agent
login to
SFDC
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Agent Experience - The 3rd Party Screen
Pop
Enterprise
Data
Appears
with Call
Search in
SFDC on
ANI
Screen
Pop on
Record
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42
Cisco Agent Desktop
Application Integration Methods
Application Integration Methods
Workflow
Action
Name
HTTP Action
Type of Application Integration
Web browser accessible
applications
Target
Application
Location
Modify Target
Application
?
Web server
No
Launch
External
Application
Windows desktop applications
or custom apps written in VB or
other languages
Agent’s PC
No, if
application
can be
executed w/
arguments
Run Macro
Windows desktop application
that provide keystroke access
to all GUI controls including
rich client applications, terminal
emulation
Agent’s PC
No
Workflow integration methods can be combined for complex integration scenarios
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43
Integrated Basic Prompt & Collect IVR
Available with Standard and Enhanced
What is it?
Why is it important?
 All Cisco Unified CCX
solutions provide out of the box
prompt and collect
 A fully customizable Auto
Attendant with arbitrary depth
of voice menus, ability to play
an arbitrary mix of music and
messages and the ability to
play prompts and capture and
process any caller DTMF key
presses
 All Express products support
reading enterprise web HTTP
and XML documents
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 Integrated service creation
environment means it’s easy for
workflow developers to create
sophisticated self-service and
ACD features
 Provides powerful initial and inqueue call treatment options as
well as full prompt & collect for
caller interaction
 Provides option for self-service
as well as contact center
operations
 Support for reading HTTP &
XML documents enables use of
web data for routing decisions
and screen pop
44
Full Featured Advanced IVR
Available Only in Express Premium
What is it?
Why is it important?
 Includes Full IVR capabilities
 Complete support for
integrated IVR self-service
applications
 Enables sophisticated
information sharing between
enterprise databases and
CRM applications under
workflow control
 Supports 3rd party application
integration via custom Java
integration
 Increase Screen Pop
capabilities via database dips
 Capabilities:
 Deploy sophisticated Webbased voice services
Database integration
VXML voice portal for DTMF, ASR
& TTS
HTTP triggers
 Use existing Web
infrastructure to deploy
services
Real-time notification services
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45
Enterprise Database Integration
What is it?
Why is it important?
 ODBC/JDBC compliant
 Tested – Microsoft SQL
Server, Oracle, IBM DB2,
and Sybase
 Used for retrieving
information from back-end
message stores
 Screen Pop support
discussed previously
 Automates routine
transactional tasks
 Reduces contact Center
costs, toll charges and
increases caller satisfaction
by automatically retrieving
caller information
 Required for full self-service
applications
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46
Automatic Speech Recognition (ASR)
What is it?
Why is it important?
 Provide callers another
method of input via speech
 Improved, easier user
directed routing
 Cisco IP IVR recognizes
what is spoken
 Reduces contact Center/toll
costs
 Supports latest Nuance ASR
technology
 Users get what they want,
quickly
 Provides greater flexibility for
IVR applications
 Improves customer service
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47
Text to Speech (TTS)
What is it?
Why is it important?
 Relays text based content
over the telephone
 Used when prompts can’t be
recorded for changing information
 Synthesized speech
 Increases usability of telephony
applications
 Plays back content from
message stores or prompts
 Access information from ERP,
CRM, stocks, weather, etc.
 Supports latest Nuance
Vocalizer TTS technology
 Reduces application development
 Big payoff in cost reduction by
eliminating professional talent and
time required for voice recording
 Often suitable for internal
operations use
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48
Cisco Unified Contact
Center Enterprise: Features
Routing Capabilities
 Skills Based Routing
 Application Based Routing and Reporting
 Scriptable Call by Call Routing
 Call Re-Routing based on Wait Time
 Conditional Routing
 Database Directed Routing
 Load Balancing
 Look Ahead Queuing
 Priority Queuing
 Re-route on No Answer (RONA)
 Dynamic Reskilling
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




Universal Queue
Multi-session agents (text chat)
Interruptability (E-Mail management)
Blended Outbound
Preview, Progressive, Predictive
Administration and Reporting
 Managed/Redundant Database
 Real Time Administration
 Centralized Control
 Browser-Based Report Viewing
 Centralized Enterprise Reporting
 Historical Reports
 Real Time Reports
 Tabular and Graphical Reports
 Multi-channel Reports
 Custom Reports
 Call Detail Records
 Published Database Schema
49
Cisco Unified Contact
Center Enterprise: Features
Agent Features
Supervisor Desktop
 Agent Statistics on Agent Desktop
 Barge-in
 Auto Available
 Intercept
 Auto Wrap-Up
 Visible Call Data for Monitored Calls
 Auxiliary Work State
 Real-Time Agent/Skill group Status Display
 Available State
 Threshold Alerts
 Caller Information: ANI, CID, DNIS, CED
 Emergency / Supervisor Assist Controls
 Fully Customizable SoftPhone application  Change Agent State Control
 Hot Desking
 Text Chat with Supervisors / Agents
 Log In/Log Out
 Call Recording Start/Stop Control
 Remote Agents
 Text Chat with Supervisors / Agents
 Screen Pop
 Multi-media Agent availability
 Transfer to Queue
 Silent Monitor
 Unavailable (Work) State
 Wrap Up
 Wrap Up Codes
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
50
Cisco Unified Contact
Center Enterprise: Administration
Manage your multiple site enterprise from a single
location or from several – it’s up to you
 Define business rules for all sites, all
channels
 React to emergency situations
 Apply dynamic, real-time changes
 Perform outbound campaign
management
 Global monitoring of entire enterprise
 Generate normalized, consolidated
reports
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
51
Cisco Unified Contact
Center Enterprise: Administration
•One place for defining you multi-site
routing logic
•Full edit and Quick Edit mode
•Drag and drop Palette
•Browser based option
•Access control
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
52
Cisco Unified Contact
Center Enterprise: Reporting
Logger
DB
Redundant database for
Contact Center data and
configuration
Historical Database
Server
HDS
Administration
WebView Server
•Highly Available Duplex
Architecture for
persistent data gathering
•Automatic Data
synchronization &
recovery
Browser clients
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
53
Cisco Unified Contact
Center Enterprise: Desktop
• IP Phone Agent
• Cisco Agent Desktop
Out of the box soft phone
Rapid, easy, low-risk deployment
Desktop Workflow (Screen Pop)
• Cisco Toolkit Desktop
Custom development kit
Simplifies custom CTI integrations
• Pre-integrated CRM Desktop
Strategic integrations with the leading
CRM vendors
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
54
Cisco Unified Contact
Center Enterprise: Desktop
 Simple easy-to-use agent desktop interface
Agent Logon
Call Control
Presentation of caller data
Easy to configure “Desktop Workflows” for screen pop and
other productivity applications
 Comprehensive supervisor application
Real-Time Displays
Threshold Alerts
Monitoring and Recording
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
55
Cisco Unified Contact
Center Enterprise: Desktop
 ACD state control
 Call control features
 Text Chat with
Agents/Supervisors
 View current agent and
skill group statistics
 Team performance
message display
 Enterprise data displays
caller information and call
history
 Embedded Web browser
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
56
Cisco Unified Contact
Center Enterprise: Desktop
 Real-time
statistics
 Thresholds
 Text chat
 Team
performance
messages
 Make agent
ready
 Log out agent
 Silent monitoring
 Recording
 Coaching
 Barge-in
 Intercept
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
57
Cisco Unified Contact
Center Enterprise: Desktop
CTI OS Toolkit Desktop Option:
 Object-Oriented SDK
 Supports C++, COM, Active/X, Java, and .NET
Components
 Sample Application with Source Code
 Full Agent and Supervisor Functionality
 Multi-Media Agent status
 Simplifies custom desktop development
implementations
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
58
Cisco Unified Contact
Center Enterprise: Desktop
ACD
Features
Call Control
Features
Assist
Features
Tools:
Stats, Chat, Record, Bad Call
• ACD, Call Control and Outbound features
• Supervisor Assist, Agent Statistics, Chat
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
59
Cisco Unified Contact
Center Enterprise: Desktop
ACD
Features
Tools:
Stats, Chat, Record, Bad Call
Call Control
Features
Log Out
Agent,
Make
Ready
Real-Time Agent
Status Window
Barge In
Intercept
Detail Call Information
• ACD and Call Control features
• Barge-In, Intercept, Change Agent State, Statistics, Chat
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
60
Cisco Unified Contact
Center Enterprise: CRM
Siebel drivers available from Cisco
IPCC driver available from SAP
Supports voice, Web via ICM WebOption
IPCC driver available from PeopleSoft
IPCC driver available from E.piphany
IPCC driver available from Oracle
IPCC driver available from Pegasystems
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
61
Enhancement Details
CCX, CCE, and Multichannel
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
62
Cisco Unified Contact Center Enhancements
 Unified Contact Center Express 5.0
Multi-channel support
Blended Inbound/Outbound dialing
Workforce Optimization Suite
New third-party CTI Protocol
Support for Cisco Unified Communications Manager
Express 4.2
 Unified Contact Center Enterprise 7.2
New multi-channel
Agent Routing Integration for Avaya
 Web Interaction Manager and E-mail Interaction
Manager
New products based on top-rated technology
Common agent interface designed to improve
productivity
Easy access to a shared knowledgebase and customer
history
Basic and Advanced packages to fit various
cost/complexity models
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
63
Contact Center
Express 5.0
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
64
Cisco Unified Contact Center Express v5.0
 Key highlights
New Multichannel, Cisco Unified Email Interaction Manager and
Cisco Unified Web Interaction Manager
Blended Inbound/Outbound dialing
Workforce Optimization Suite
New third-party CTI Protocol
Support for Cisco Unified CallManager Express 4.2
 Other enhancements
Support for Win2003 with Cisco Unified CallManager 5.0/6.0
Two-server High Availability cluster
Support for Wrap Up Codes
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
65
Contact Center Express Multi-channel
Integration
 Integrated configuration – agents, queues,
teams
 Integrated summary reporting
 Integrated desktop for voice and multimedia
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
66
Cisco Outbound Option for Contact Center
Express
 Blended preview dialing
 Basic campaigns for blended campaigns
 Improves workforce utilization
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
67
Cisco Unified Workforce Optimization for Contact
Center Express–Managing Customer Interaction
 Workforce Optimization (WFO) is an extension of the
Supervisor’s role … for Customer Centric Services
 Helps Supervisors manage expectation by metrics for
better customer service
 Key Components are:
Workforce Management
Quality Management
Compliance Recording
Real-time Information & Performance Management
Cisco Supervisor / Agent Desktop
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
68
Unified CCX Customer-Centric Span for
Supervisors
Supervisor
Desktop
“Span of Control”
Agent
Desktop
Proactive
Scheduling
Contact Handling
Customer
&
Agent
Experience
Real-time
Metrics
People / Process
KPIs and metrics aligned with
corporate goals that enhance the
customer experience
Schedule
Training /
Coaching
Real-time
Information
Workforce
Management
Reporting
&
Business
Intelligence
Quality Data
Value-added
information that
is consistent and
real-time across
channels
Real-time
Metadata
&
Alerts
Quality
Management
Schedule
Record
Agent
Behavior
Forecast
Presentation_ID
Technology
Foundation
Unified agent
Desktop built
on SOA for an
Integrated
Customer view
© 2006 Cisco Systems, Inc. All rights reserved.
Agent
Behavior
Intraday
Management
Cisco Confidential
Coach
Evaluate
69
Why Workforce Optimization?
 Key people resources in Contact Centers average
30% to 40% turnover rates
 Workforce Management and Quality Management
optimizes the way people are managed:
Gains employee productivity
Reduces overtime
Improves schedule adherence
Founder:
Reduces management time for scheduling
Reduces attrition
Captures vital call information for evaluations,
training and key government regulations
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
70
Cisco Quality Management
A highly-scalable voice, screen recording and evaluation solution that
supports agents and supervisors at any virtual location for quality
management process.
 Voice and screen recording at the edge
 Captures, filters, and compresses contacts without dedicated recording servers at every
location
 Supervisor/manager evaluation tools can be integrated within Cisco Supervisor Desktop to
streamline management
 Compliance archival of key information to open systems
 Speech analytics at the edge, allowing near real-time content detection and alerts without
dedicated server farms
 Independent operation of edge components, which limits the scope of impact for faults
 Flexibility for adding new agents through a software push
 Simple administration allows modifications to the business rules without IT expertise or
professional services engagements
 Extends the recording capabilities of Cisco Agent Desktop and Cisco Supervisor Desktop installed on hundreds of thousands of desktops
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
71
Cisco Quality Management –
Contact Player
Call Meta
Data
Recording
Tree
Player
Controls
Screen
Capture
Action &
Comment
Controls
Evaluation
Form
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
72
Cisco Workforce Management
A highly-scalable Industry-leading scheduling solution that optimizes
agents and supervisors at any virtual location for Workforce
Management (WFM) and adherence
 Workforce scheduling, adherence and metrics
 One of the first companies to provide multi-site, multi-lingual and multi-channel management
 Unmatched accuracy (up to 99.5%) - forecasting and scheduling
 Two step scheduling
 Full range of capabilities:
Skills and performance-based scheduling
Vacation scheduling
Key performance indicators (KPIs)
Payroll integration
 Supports multiple ACDs: Genesys, Nortel, Avaya, Cisco (UCC) Enterprise and Express, and
others
 Integration with Cisco Agent Desktop and Cisco Supervisor Desktop
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
73
Cisco Agent Desktops – WFM eAgent & w/KPIs
Cisco Agent
Desktop
Agent
Schedule
Vacation
Schedule
Toolbar
Schedule
Requests
Bulletin
Board
Agent
Performance
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
74
Cisco Supervisor Desktops –
WFM w/Team Adherence
Cisco
Supervisor
Desktop
Agent
Schedule
Adherence
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
75
Cisco Supervisor Desktops –
Web eAgent Schedules
Cisco
Supervisor
Desktop
Agent
Schedules
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
76
Cisco Supervisor Desktops –
WFM w/KPIs
Cisco
Supervisor
Desktop
Agent
Metrics
Agent
Performance
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
77
Contact Center
Enterprise 7.2
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
78
Cisco Unified Contact Center Enterprise v7.2
 Launch highlights
–New Multichannel, Cisco Unified Email Interaction Manager
and Cisco Unified Web Interaction Manager
 Other enhancements
–Improved interoperability with 3rd-party ACDs
•Avaya Agent Routing Integration (SoftACD on Avaya)
–Monitoring and Recording enhancements
–Additional Localization
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
79
New Multi-channel
Capabilities
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
80
Cisco Unified Email Interaction Manager &
Cisco Unified Web Interaction Manager
 New products based on top-rated technology
 Built for today’s contact center email and Web interaction
needs
 Share an agent interface designed to improve productivity
 Easy access to a common knowledgebase and customer
history
 Will integrate with:
Cisco Unified ICM Enterprise and Hosted
Cisco Unified Contact Center Express, Enterprise and Hosted
Cisco Unified System Contact Center
 Basic and Advanced packages to fit more cost/complexity
models
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
81
Intuitive Agent Desktop
Cisco Interaction Manager – Agent Console – Microsoft Internet Explorer
Look and feel
similar to
leading
email
clients
Visual
cues for
overdue
tasks
Suggested
Responses
Knowledgebase
Customer
History
Bookmarks
Spell-check
External Links
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
82
Business Benefits of Cisco Unified Web
Interaction Manager
 Enables increased sales, faster issue resolution by providing
human assistance when required
 Quick, effective communication using chat or voice along with twoway, “follow me” Web browsing
 Increases agent productivity with support for multiple chat sessions
 Enables agents to collaborate with phone and chat customers
 Trains customers to use self-service by introducing them to
resources on the Web
 Provides powerful monitoring and reporting tools for managers
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
83
Intuitive Agent Desktop
Cisco Interaction Manager – Agent Console – Microsoft Internet Explorer
EIM & WIM
share common
desktop
Multiple simultaneous
chat sessions
Red if awaiting input
Push web pages
Knowledgebase
Customer
History
Frequently-used
responses
External Links
Spell Check
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
84
In Summary
 Broad customer contact portfolio designed to help our
customers increase their Interaction Success Metrics
 Deep feature set for mid-market and enterprise ACD
 Significant investment in solution enhancements
 New applications designed to enable business agility
and the next generation of business communication
services
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
85
Questions?
CiscoCLP@cisco.com
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
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Presentation_ID
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