Cisco Unified Contact Center Express Update and Roadmap

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2 Cisco Unified Contact Center Express Update and Roadmap Girish Variyath Product Manager, Collaboration Business Applications BU

3 Agenda Introduction Overview of Unified Contact Center Express Unified CCX 10.0(1) Unified CCX Priorities Q&A 3

4 Overview of Unified Contact Center Express

5 Cisco Unified Contact Center Express Desktop Application Finesse Cisco Agent Desktop Options High Availability ASR/TTS Workforce Management Quality Management Outbound IVR CRM Connectors Contact Center Express Voice IVR Chat, Social Media API Reporting Application Platform SocialMiner Unified Communications Manager Business Edition 6000 and 7000, Spec-based HW All in One Solution Easy to Deploy Easy to Use 5

6 Unified CCX 10.0(1)

7 Unified CCX 10.0 Key Themes User Experience Simplification Customization Finesse Reporting Workforce Optimization Virtualization Prime Collaboration E164 Home Agent APIs Finesse Desktop APIs 7

8 8 User Experience

9 9 Unified CCX 10 User Experience: Cisco Finesse

10 Cisco Finesse Overview Web 2.0 Browser Based Desktop Agent State Controls Supervisor Reports Customizable Gadgets 10

11 Cisco Finesse Agent Features Finesse Cockpit View Inbound Voice Customizable per team Gadget layout Phonebook Wrap-up Live Data Reports Integrated Gadgets Automatic Redirection Upon Failover 11

12 Cisco Finesse Supervisor Features Team Management Agent State Silent Monitoring Barge and Intercept Playback recordings Live Data reporting 12

13 Cisco Finesse Silent Monitoring Agent in Talking state, Supervisor in Not Ready state Silent Monitored call established between Supervisor and Agent phone Supervisor can Barge In or Intercept the call Supervisor can Silent Monitor other agents once current call completed 13

14 Cisco Finesse Recording Options Recording using Workforce Optimization with MediaSense as an option for the capture platform Workflow based recording using WFO or MediaSense On-demand recording available with CAD 14

15 Cisco Finesse Workflow based recording with MediaSense Flexible server options Recording licenses required on CCX Workflows dynamically activate recording MediaSense Gadget UCS-E / ISRG2 UCS-C / UCS-B 15

16 Cisco Finesse Workflow Based Recording with Workforce Optimization Finesse Workflows activate recording Finesse Workflow configuration enables HTTP Request Action to Start Recording HTTP Request Action to assign Metadata to a recording Search and play of recordings performed from QM application Finesse Gadget in CCX

17 Cisco Finesse Deployment Browser based zero touch deployment Co-resident on CCX Gadgets Desktop Virtualization Citrix Xen and VMWare View E.164 Desktop customization High Availability 17

18 Cisco Finesse Administration Integrated with App Admin Backup and Restore Customizable Gadget Layout Call Variables Phonebook Reason Codes Not-Ready Sign-Out Wrap-Up Workflows 18

19 Cisco Finesse Workflow Use Cases Agent receives a screen when a call is delivered Browserbased CRM Wrap-Up data is automatically written to a DB or CRM when the call ends 19

20 Cisco Finesse CRM Integration CRM iframe or Screen Pop 3 rd Party Gadget 3 rd Party Application CRM Gadget CRM Gadget CRM iframe 3 rd Party CRM Cisco Finesse API Cisco Finesse API Simple, easy, cheap, but no deep CRM integration Achieves full CRM integration but requires custom development Out-of-the-box connector 20

21 Cisco Finesse CRM Connectors Connectors from Bucher+Suter Salesforce.com Microsoft Dynamics 21

22 22 Unified CCX 10: User Experience: Reporting

23 Unified CCX Reporting CCX 9 Historical Reporting Client or Cisco Unified Intelligence Center CCX 10 Single Presentation layer for both Real-time and Historical reporting CUIC Reports and Finesse gadgets New Capabilities Service Levels Thresholds and Alerts Short Term and Long Term views 23

24 Unified CCX Reporting Live Data Agent Reports Agent Statistics How am I doing Agent State Log My state log since midnight Agent CSQ Statistics Details of CSQs to which I belong Agent Team Summary What are the others in my team doing 24

25 Unified CCX Reporting Supervisor Live Data: Team Reports Team State: What is my team doing? Team Summary: How is my team doing? 25

26 Unified CCX Reporting Supervisor Live Data: CSQ Reports CSQ Summary: What s happening now, in the short term and since midnight CSQ Agent Detail: What are the agents in my CSQ doing 26

27 Customization and Custom Reports Live Data and Historical Reports Live Data Visual Customization by Administrator Select which fields are to be part of report Set thresholds and associated alerts Historical Reports Visual customization by reporting user Custom reporting requires CUIC Premium (available in lab kit) on a separate server 27

28 Unified CCX 10: User Experience: Workforce Optimization

29 Unified Workforce Optimization 10.0(1) Platform Changes User level localization selection Scheduled report execution and delivery Quality Management Agent: Customizable widgets to track average quality scores and overall performance Supervisor: Search, Play and Evaluate in one place Local recording storage in distributed environments A real time recording status application Workforce Management Intraday reforecasting Shrinkage Licensing changes WFO 10.0 can be ordered with CCX Enhanced as well as Premium 29

30 30 Simplification

31 Simplification Virtualized deployments VM template changes 100 Agent 300 Agent 400 Agent vcpu vram 8 GB 8GB 16GB Historical Reports and Live Data via CUIC HRC support dropped Prime Collaboration Deployment: Upgrades from CCX 9 Assurance: Support for CCX 10 HDD 146 GB 2 x 146 GB 2 x 146 GB New licenses: Demo: 60 days, 25 CCX Premium licenses with all options is default option Customer Non Production Systems (CCX-10-NPS-K9=) for lab testing/training 31

32 Unified CCX : E.164 E164 Supported with Finesse only Agent Desktop Agent extension Display of Incoming call Phonebook and Keypad Configuration Route point Configuration API for Route Point Reporting DB schema, Intelligence Center Script Editor Call control steps 32

33 Home Agents Using CUCM Extend and Connect Extend and Connect for Home agent Call Termination on PSTN/Mobile phone All Call Control operations Persistent Connection (nailed up) call Basic Supervisor capabilities Roadmap features Recording and Silent Monitoring Barge-in and Intercept with Finesse Requisites VPN Jabber Windows Client in Extend mode CUCM 10 33

34 34 Customization

35 Unified CCX 10: Customization: REST APIs

36 REST APIs Provisioning Call Control Group, Grammar, Prompt and Documents, Trigger Configuration Agents, Skills, CSQs, Resource Groups, Teams Outbound Campaign Management Get, Create, Modify, Delete Finesse Desktop APIs 36

37 37 Unified CCX 10: Customization: Web Application Integration

38 Accessing Web Applications Make REST Call Step from a CCX script Access internal or external web services Leverage existing CCX APIs for configuration Integrate external APIs (CRM, Google, Twitter etc) Schedule Callback? Find out if the customer wants a call back Find Suitable Time Use IVR prompts to get the time of call back. Schedule Callback Use the REST Call step to inject the contact into a running campaign. 38

39 39 Unified CCX 10.5

40 Unified CCX 10.5 New Features Predictive and Progressive Outbound Agent Enhanced Web Chat Prime Collaboration Deployment Finesse Phase 2 WFO 10.5 IPv6 40

41 Outbound Agents Predictive and Progressive Direct Preview, Predictive and Progressive dialer Preview, Progressive and Predictive mode with Finesse CAD is Preview only (existing) Call Progress Analysis E.164 Finesse Gadget Outbound reports Campaign Management with API support Partner products available on CDN Available with Outbound Licensing 41

42 Outbound Agents Finesse Gadget Agent Reserved for Outbound Live Voice detected 42

43 Outbound Agents Scheduled Callback Available On an outbound call In wrap-up after an outbound call On hold on an outbound call Option to edit the phone number 43

44 Web Chat Enhancements Finesse Gadgets Multi-Session 75 concurrent Web Chat sessions Predefined Responses Audible Alert Agent Alias Transcript Download Live Data and Historical Reporting 44

45 Live Data Outbound and Web Chat Reports 45

46 CCX 10.5 Desktops Finesse Direct Preview, Progressive and Predictive Outbound agent Multi-session Web Chat Multiline Extension Mobility QM Gadget Localization Option of CAD or Finesse (not mixed) CAD-BE dropped from Unified CCX 46

47 Unified CCX 10.5 Prime Collaboration Prime Collaboration Deployment CCX 10 CCX 10.5 Prime Collaboration Assurance CCX 10 CCX 10.5 Upgrade from CCX 9.0(2) Upgrade from CCX 9.0(2) Fresh Install for CCX 10.x IP address change Hostname Change Supported Supported 47

48 Workforce Optimization 10.5 Quality Management Finesse Gadgets for recording controls Live Screen and voice monitoring Eliminate Java Dependency Workforce Management Multi-Channel Forecasting Agent Schedules on Mobile 48

49 IPv6 Support Dual stack support Finesse deployments Finesse CAD Admin CUIC High Availability Caveats: Editor V IPv4 for ASR/TTS MediaSense WFO ASR/TTS/MediaSense/WFO S M Supported Pure IPv4 Dual Stack Pure IPv6 Not supported 49

50 Session Summary Simplification User Experience Customization Unified Contact Center Express 50

51 Resources Selecting the Right Desktop for Your Cisco Unified Contact Center Express: Cisco Finesse or Cisco Agent Desktop 51

52 Related Sessions

53 Related Customer Collaboration Sessions BRKCCT-2056 Unified Intelligence Center: Standard and Custom Reporting on Contact Center Express and Contact Center Enterprise Monday 10:00 AM BRKCCT-0001 Cisco Customer Collaboration: Why it's the Right Choice for Your Contact Center Tuesday 08:00 AM BRKCCT-1009 Cisco Customer Collaboration Architectural Vision Wednesday 04:00 PM BRKCCT-1031 Cisco Finesse - The Next Generation Agent Collaboration Experience Wednesday 08:00 AM BRKCCT-2015 Solution Enhancements and Troubleshooting in Unified Contact Center Express 10.0 Wednesday 01:30 PM BRKCDN-2966 Programming with the Finesse API Wednesday 04:00 PM BSACOL-1008 Mobile Customer Care -- Are You Ready? Wednesday 04:30 PM BRKCCT-2006 Omnichannel contact center solutions Thursday 12:30 PM BRKCCT-2019 Cisco Unified Contact Center Express Planning and Design Thursday 02:30 PM BRKCCT-2050 Building recording and monitoring applications with the MediaSense API Thursday 08:00 AM 53

54 Ingram Micro Contact Center Andrew Hill, Director IT and Shahryar Rehman, Director Business CCSCCT Ingram Micro Contact Center Wednesday, May 21, 8:30 AM - 9:30 AM Moscone South 302

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