Cisco Unified Contact Center Express Update and Roadmap
|
|
- Priscilla Hines
- 6 years ago
- Views:
Transcription
1
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
55 Participate in the My Favorite Speaker Contest Promote Your Favorite Speaker and You Could be a Winner Promote your favorite speaker through Twitter and you could win $200 of Cisco Press products (@CiscoPress) Send a tweet and include Your favorite speaker s Twitter handle <girishsv> Two hashtags: #CLUS #MyFavoriteSpeaker You can submit an entry for more than one of your favorite speakers Don t forget to View the official rules at 55
56 Complete Your Online Session Evaluation Give us your feedback and you could win fabulous prizes. Winners announced daily. Complete your session evaluation through the Cisco Live mobile app or visit one of the interactive kiosks located throughout the convention center. Don t forget: Cisco Live sessions will be available for viewing on-demand after the event at CiscoLive.com/Online 56
57 Continue Your Education Demos in the Cisco Campus Walk-in Self-Paced Labs Table Topics Meet the Engineer 1:1 meetings 57
58
59
Unified Intelligence Center: Standard and Custom Reporting on Contact Center Express and Contact Center Enterprise
Unified Intelligence Center: Standard and Custom Reporting on Contact Center Express and Contact Center Enterprise Carmen Logue, Product Manager Vikram Gururaj, Product Manager What we will cover What
More informationCisco Unified Contact Center Express Update and Roadmap Girish Variyath, Product Manager BRKCCT-1011
Cisco Unified Contact Center Express Update and Roadmap Girish Variyath, Product Manager BRKCCT-1011 Agenda Total Customer Experience Connect Engage Optimize Why Customer Experience?...the only sustainable
More informationBuilding the Next Generation Contact Center. Session ID 20PT
Building the Next Generation Contact Center Session ID 20PT Business Requirement has evolved New Capabilities needed for Efficiency and Competitiveness Mobile Secure access to information and people from
More informationContact Center Reporting and Analytics: Cisco Unified Intelligence Center
Contact Center Reporting and Analytics: Cisco Unified Intelligence Center Vikram Gururaj, Product Manager Carmen Logue, Product Manager BRKCCT-2056 Agenda Overview of Cisco Reporting and Analytics Offerings
More informationOmnichannel Contact Center Solutions Overview Willem Evert Nijenhuis, Product Line Manager BRKCCT-1006
Omnichannel Contact Center Solutions Overview Willem Evert Nijenhuis, Product Line Manager BRKCCT-1006 Omnichannel Customer Collaboration Strategy The Cisco View on Omnichannel Omnichannel A customer relationship
More informationContext Service. The new cloud-based omnichannel solution for Contact Center Enterprise and Express
Context Service The new cloud-based omnichannel solution for Contact Center Enterprise and Express Vikram Chhabra, Product Manager vchhabra@cisco.com BRKCCT-1005 Agenda Scenario Overview Concepts Data
More informationMario Gianni - Consulting Systems Engineer Cisco and/or its affiliates. All rights reserved. Cisco Public 1
Mario Gianni - Consulting Systems Engineer 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 1 Agenda Customer Collaboration Trends Social Media Customer Care (SocialMiner) Web 2.0 Reporting
More informationCisco Unified Contact Center Express 7.0
. Data Sheet Unified Contact Center Express 7.0 Unified Communications Solutions unify voice, video, data, and mobile applications on fixed and mobile networks, enabling easy collaboration every time from
More informationVuesion. Feature Summary & Benefits. Vuesion Multichannel Contact Center Vuesion Workforce Management (WFM)
Vuesion Feature Summary & Benefits Vuesion Multichannel Contact Center Vuesion Workforce Management (WFM) Vuesion Multichannel Contact Center combines field-proven inbound and outbound contact center,
More informationIPCC Express Edition. Duke Bond Technology Marketing Manager IPCC Express Edition
IPCC Express Edition Duke Bond Technology Marketing Manager IPCC Express Edition http://www.cisco.com/go/ipccexpress 050201.tmckeon.analsytwebcast 1 Agenda Product Success Customer Challenges Value Proposition
More informationAvaya Interaction Center
Avaya Interaction Center Overview Exceeding customer expectations for personalized service across all channels phone, video, email, web, SMS, and social media is no longer an afterthought. For many companies
More informationChat Module Feature List
Key Differentiators Seamless Integration Informed and empowered interactions in every channel and every touch point - inbound and outbound calls, Email, Web Chat, Social Media and SMS all from the same
More informationContact Center Solutions A Highly Flexible, Two-Tiered Offering
feature matrix Mitel Solutions A Highly Flexible, Two-Tiered Offering Mitel Solutions consist of Mitel Enterprise Edition and Mitel. Whether you run a large, multi-site corporation or a high volume, dynamic
More informationComstice Wallboard Solution For Cisco UCCE
Data Sheet Comstice Wallboard Solution For Cisco UCCE 25 February 2016 Comstice Ltd All Rights Reserved 1. Introduction This document aims to provide the details of Comstice Wallboard Solution. The document
More informationCONTACT CENTER SOLUTIONS
BROCHURE CONTACT CENTER SOLUTIONS STRENGTHEN CUSTOMER RELATIONSHIPS WHILE PROTECTING THE BOTTOM LINE. Your contact center is the primary interface to your organization, for your most valuable asset your
More informationCampaign Manager for Cisco UCCe/x
Campaign Manager for Cisco UCCe/x A MISTER Call Analytics application Discover Intelligence In today s competitive world, the customer experience is more important than ever. Intelligent contacts management
More informationContactPro Agent Desktop for Omnichannel Customer Experience
ContactPro Agent Desktop for Omnichannel Customer Experience CCT ContactPro (CP) is the perfect solution for the agent desktop in an Avaya omnichannel contact center environment. ContactPro empowers agents
More informationAgents. Agent States. Reporting Concepts for Cisco Unified ICM/Contact Center Enterprise & Hosted 10.0(1) 1
A call center agent is the person who handles incoming or outgoing customer calls for a business. An agent is associated with a peripheral and is a member of one or more skill groups. might also be organized
More informationCisco Unified Workforce Optimization for Cisco Unified Contact Center Express 9.0
Data Sheet Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express 9.0 Cisco Unified Communications Solutions unify voice, video, data, and mobile applications on fixed and mobile
More informationAria Telecom Solutions (P) Limited Website: Tele:
Founded in 2003, Aria Telecom Solutions (P) Ltd. has grown to become a leader in the voice processing industry, now located in New Delhi. We are one of the leading names in CTI industry. Some of the factors
More informationLocation. Thai Summit Tower. MRT : Phetchaburi Station BTS : Asoke Airport Rail Link : Makkasan Boat : Prasanmit Pier Bus Car Parking Available
Contact Center Company Profile Location Thai Summit Tower MRT : Phetchaburi Station BTS : Asoke Airport Rail Link : Makkasan Boat : Prasanmit Pier Bus Car Parking Available Near by Attractive Places Central
More informationMITEL MiCONTACT CENTER ENTERPRISE & BUSINESS FOR THE MIVOICE BUSINESS PLATFORM
BROCHURE MITEL MiCONTACT CENTER ENTERPRISE & BUSINESS FOR THE MIVOICE BUSINESS PLATFORM STRENGTHEN CUSTOMER RELATIONSHIPS WHILE PROTECTING THE BOTTOM LINE. Your contact center is the primary interface
More informationCisco Unified Intelligence Suite
Cisco Unified Intelligence Suite Chris Crosby Customer Contact Business Unit 2008 Cisco Systems, Inc. All rights reserved. Cisco Public 1 Background CCBU recognizes reporting is a critical component for
More informationExhibit A: ServCloud Services. Version 2.2
Exhibit A: ServCloud Services Version 2.2 Table of Contents 1 Acronyms...3 2 ServCloud Services Architecture Overview and Customer Prerequisites...4 3 ServCloud Services...8 2 1 Acronyms HCS LCM QM WFM
More informationCisco Unified Workforce Optimization for Cisco Unified Contact Center Express 8.0
Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express 8.0 Cisco Unified Communications Solutions unify voice, video, data, and mobile applications on fixed and mobile networks,
More informationThe Evolved Call Center
The Evolved Call Center Evolve IP s award-winning Contact Center provides organizations with a sophisticated, cloud-based service that delivers real business value. Leverage Evolve IP s redundant and compliant
More informationPartner Sales Playbook Atmosphere Cloud Communications
Partner Sales Playbook Atmosphere Cloud Communications 1 Table of Contents Introduction Atmosphere Cloud Communications IntelePeer & Cisco partnership Features Pricing Why Atmosphere Cloud Communications?
More informationSAP Jam Collaboration, advanced plus edition
June 2018 Cloud Service Specification Sheet SAP Jam Collaboration, advanced plus edition SAP Jam Collaboration delivers collaboration where you work, connecting customers, partners, and colleagues with
More informationEducation Services Verint Customer Course Catalog. August 2015
Education Services Verint Customer Course Catalog August 2015 Table of Contents Introducing Verint Education Services... 1 About This Catalog... 1 Contact Us... 1 Verint Learning Channels... 2 Verint Instructor
More informationBeyond telemarketing with proactive opportunity creation
Beyond telemarketing with proactive opportunity creation SMS CRM & Software Integration Dashboard The evolution of the outbound contact centre, CyCall is a blended environment to connect your team with
More informationSAP Jam Collaboration, enterprise edition
March 2018 SAP Jam Collaboration, enterprise edition Cloud Service Specification Sheet SAP Jam Collaboration delivers collaboration where you work, connecting customers, partners, and colleagues with information,
More informationSAP Jam Collaboration, advanced plus edition
March 2018 Cloud Service Specification Sheet SAP Jam Collaboration, advanced plus edition SAP Jam Collaboration delivers collaboration where you work, connecting customers, partners, and colleagues with
More informationInformation. OpenScape Contact Center Agile V8. Bringing Customer Satisfaction Within Reach
Information OpenScape Contact Center Agile V8 Bringing Customer Satisfaction Within Reach Siemens Enterprise Communications www.siemens-enterprise.com For many small and medium-sized enterprises, superior
More informationSAP Jam Collaboration, enterprise edition
Dec 2017 SAP Jam Collaboration, enterprise edition Cloud Service Specification Sheet SAP Jam Collaboration delivers collaboration where you work, connecting customers, partners, and colleagues with information,
More informationAll Together: The Collaboration of Everything
All Together: The Collaboration of Everything 2014 The Internet of Everything: What it is?! Networked Connections of People, Process, Data, Things People Connecting people in more relevant, valuable ways
More informationInGenius Connector Enterprise
InGenius Connector Enterprise February 2019 - Version 6.4 Copyright 2019 InGenius. All rights reserved. InGenius, InGenius Connector Enterprise, InGenius logo and product logos are trademarks of InGenius
More informationOpenScape Contact Center Agile V9
OpenScape Contact Center Agile V9 Unify's comprehensive customer engagement solution for SMBs. OpenScape Contact Center Agile V9 is Unify's multi-channel, integrated contact center solution that features:
More informationPowering Transformation With Cisco
Shape Your Business For the Future: Powering Transformation With Cisco Customer Collaboration Padd Chantaraseno Agenda Elevating the Experience Desktop Experience Routing Experience Customer Experience
More informationContact Center Enterprise
Contact Center Enterprise Optimal Customer Communications for the High Reliability Contact Center www.enghouseinteractive.com Contact Center: Enterprise (CCE) is a highly adaptable, omni-channel platform
More informationService Center Manager (SCM) CUCM Hunt Group Management and Reporting
Calls Service Center Manager (SCM) CUCM Hunt Group Management and Reporting SCM provides Control, Recording and Reporting of Native Queues and Hunt Groups on Cisco UCM The Atea Service Center Manager allows
More informationIP Contact Center Call Flow Design Using UCCX
IP Contact Center Call Flow Design Using UCCX M Sathvika M Tech Student Dept of Computer Science & Engineering, SNIST, Hyderabad,(TG),India. G Ravi Kumar Asst Professor, Dept of Computer Science & Engineering
More informationCCT ContactPro. Unified Agent Desktop a world - class Omni-Channel Customer Experience. Integration with Moxtra. Copyright 2016 CCT
CCT ContactPro Unified Agent Desktop a world - class Omni-Channel Customer Experience Integration with Moxtra Copyright 2016 CCT 1 The Omni-channel Architects Productive interactive Omni-Channel agents
More informationCisco Unified Contact Center Enterprise Agents
This chapter explains the concepts you must be familiar with when setting up agents for your Unified CCE contact center. Agent Administration, page 1 Single-Line Versus Multi-line Behavior, page 4 Agent
More informationCALNET 3 Category 6.1 Table of Contents
CALNET 3 Category 6.1 Table of Contents 6.1.2.2 Network Based Contact Center (NBCC) General Features... 1 Agent Greeting... 2 Agent Whisper... 2 Courtesy Call Back... 3 Post-call survey... 3 SocialMiner...
More informationProduct Descriptions & Usage Fees
Product Descriptions & Usage Fees 07/11/2017 Table of Contents Product & Service Descriptions... 3 Connectivity & Usage Fees... 9 Twilio Pricing... 9 United States... 9 Canada... 9 United Kingdom... 9
More informationIncreased Operational Efficiency through Cisco Operational Insights
PSOEWN-4823 Increased Operational Efficiency through Cisco Operational Insights Pushkar Sharma, Product Manager Daryl Coon, Marketing Manager Cisco Spark How Questions? Use Cisco Spark to communicate with
More informationSAP Jam Collaboration, advanced plus edition
June 2017 Cloud Service Specification Sheet SAP Jam Collaboration, advanced plus edition SAP Jam Collaboration delivers collaboration where you work, connecting customers, partners, and colleagues with
More informationSolution Components Sugar 6.5 Release
Solution Components 6.5 Release CRM, Inc. 10050 N. Wolfe Road SW2-130 Cupertino, CA 95014 USA T: +1.408.454.6900 F: +1.408.873.2872 CRM Solution Components This is a list of the most common components
More informationDeploying Mobile Solutions Agenda. Quick Overview on Strategy Walk thru of Mobile Apps Deploying Mobile Apps
Deploying Mobile Solutions Agenda Quick Overview on Strategy Walk thru of Mobile Apps Deploying Mobile Apps ArcGIS Apps Making mapping and location aware apps available across your organization Knowledge
More informationNoble Enterprise. Unifi ed Contact Center Management
Noble Enterprise Unifi ed Contact Center Management The Noble Enterprise Solution suite is a unified, single-source Customer Contact Management solution for today s advanced enterprise environments. Noble
More informationCisco recommends that you have knowledge of Hosted Collaboration Solution (HCS) deployments.
Contents Introduction Prerequisites Requirements Components Used Background Information Configure Verify Troubleshoot Introduction This document describes the HCS License Manager (HLM), which runs as a
More informationMiCloud Engage Contact Center
MiCloud Engage Contact Center Deliver exceptional customer experiences Key Features Instant Provisioning Advanced Flow Designer Intelligent Multi-Channel Routing Real-Time & Historical Reporting Custom
More informationOracle Customer Service and Support Cloud Services Descriptions and Metrics October, 2017
Oracle Customer Service and Support Cloud Services Descriptions and Metrics October, 2017 V101917 1 of 164 Table of Contents Glossary of Terms... 6 Appointment... 6 Certificate... 6 Connection... 6 20K
More informationWFO Customer User Group. 13:00 17:30 19 th April 2016 The Brewery, London
WFO Customer User Group 13:00 17:30 19 th April 2016 The Brewery, London Welcome & Introductions CONTENT Welcome & Introductions TITLE HERE The Aspect WFO Users Community: First level of bullets are 22pt.
More informationTouchPoint Sales Solution Sheet
TouchPoint Sales Solution Sheet September 2016 Communications Center - TouchPoint is a seamless omni-channel contact center solution with streamlined processes for a superior customer journey and a 360
More informationCisco SolutionsPlus: CS-APPS Consilium Software Collab Apps
Cisco SolutionsPlus: CS-APPS Consilium Software Collab Apps Contents 1. Overview of Consilium Cisco SolutionsPlus Offering 2. Consilium Uni Products 3. How to Order 4. Consilium at a Glance 5. Contacts
More informationCriteria for SDN/NFV Vendor Selection
Criteria for SDN/NFV Vendor Selection Stephen Speirs, Product Manager, Cisco Advanced Services Blog http://blogs.cisco.com/author/stephenspeirs/ Twitter - @StephenSatCisco Session ID: PSOSDN-1905 Participate
More informationP r e d i c t i v e D i a l e r A R I A C C S TM. N e t w o r k D i a g r a m & T e c h n o l o g y
Founded in 2003, Aria Telecom Solutions (P) Ltd. has grown to become a leader in the voice processing industry, now located in New Delhi. We are one of the leading names in CTI industry. Some of the factors
More informationCisco SolutionsPlus: CS-APPS Consilium Software Collab Apps
Cisco SolutionsPlus: CS-APPS Consilium Software Collab Apps Contents 1. Overview of Consilium Cisco SolutionsPlus Offering 2. Consilium Uni Products 3. How to Order 4. Consilium at a Glance 5. Contacts
More informationIT Infrastructure & VoIP Specialists
IT Infrastructure & VoIP Specialists Omni-Channel Call Centre Power Dialer Call Centre Reporting Call Centre Wallboards Call Centre Consulting Building a Superior Call Centre shift*eight telephone systems
More informationMiContact Center Business
MiContact Center Business For the MiVoice Business Platform Today s customer has changed have you? One-third of the population is comprised of millennials, and there are now almost as many mobile phones
More informationInbound Module Feature List
Key Differentiators Seamless Integration Informed and empowered interactions in every channel and every touch point - inbound and outbound calls, Email, Web chat, Social Media and SMS all from the same
More informationb r i e f i n g p a p e r BroadSoft s Unified Communication Solution Powered by Sytel
BroadSoft s Unified Communication Solution Powered by Sytel Explaining the benefits of adding Sytel s outbound, multi-media contact center solution to an existing BroadWorks implementation Version 1.3
More informationHouse Keeping. You are in Listen Only Mode. Azure 101: Azure Overview. Azure 201: How to do a Cost Estimate for Virtual Machines
House Keeping You are in Listen Only Mode Use the WebEx Chat window to enter question Azure 101: Azure Overview First Tuesday of each Month Azure 201: How to do a Cost Estimate for Virtual Machines Second
More informationPureCloud Contact Centre Genesys Powered. Enrich customer experiences across all channels with a low cost, ready-to-go, global cloud solution.
PureCloud Contact Centre Genesys Powered Enrich customer experiences across all channels with a low cost, ready-to-go, global cloud solution. make links Contents Product summary 03 Features and Benefits
More informationCustomer service delivered with Optus Contact Centre as a Service (CCaaS)
Customer service delivered with Optus Contact Centre as a Service (CCaaS). Contents Are you ready for your customers? 03 There s a better way 03 How CCaaS can help you 04 Solution Features 04 Your customers
More informationGenesys 8: To the Future, and Beyond! Liz Osborn, Senior Director, Product
Genesys 8: To the Future, and Beyond! Liz Osborn, Senior Director, Product Marketing Liz.osborn@genesyslab.com @lizobiker Right Experience, Right Channel, Right Time Excellent customer experiences are
More informationTable of Contents. Headquarters Cary, NC USA US Fax International
Desktop Automation Table of Contents Easy Automation for the Contact Center and Back Office... 3 Use Cases... 3 Activity Intelligence + Automation... 4 Cicero Automation Architecture... 5 Cicero Automation
More informationImproving Contact Center Performance with Noble RTSA
Improving Contact Center Performance with Noble RTSA Real-time Speech Analytics help companies uncover and act on insights from customer interactions as they take place. Analyze Phrases and Sentiment to
More informationKey Benefits. Enhance the customer experience with personalization. Reduce application development time-to-market and cost
Omnichannel Automated Experience Avaya Aura Experience Portal Avaya Aura Experience Portal is Avaya s Multichannel Application Platform That Can Help You Unify and Orchestrate a High Value. To attract
More informationQuality of service manager
Quality of service manager 1. Description. Quality Manager is a quality of service manager that controls and analyzes contactability rates for customer service groups within the contact center environment,
More informationBecome a high-performing, agile contact center focused on the customer experience
Become a high-performing, agile contact center focused on the customer experience Overview While operational efficiency will always be a priority for contact centers, more and more are aspiring to be a
More informationArcGIS Workflow Manager An Introduction
Esri International User Conference San Diego, California Technical Workshops July 24, 2012 ArcGIS Workflow Manager An Introduction Kevin Bedel Nishi Mishra Session Topics Introduction to ArcGIS Workflow
More informationUnified Service Desk (USD) for Dynamics 365
Unified Service Desk (USD) for Dynamics 365 Course Level: 200 This course provides technical resources a deep dive into USD. USD allows advanced applications to be created that manage the agent desktop
More informationMedia Call Center. Quick Start Guide.
Media Call Center Quick Start Guide With more than twelve years of expertise in the Computer Telephony Integration field, Mediatel Data Company has demonstrated a commitment to developing powerful solutions
More informationHOLIDAY MANAGEMENT APPLICATION USING IVR
HOLIDAY MANAGEMENT APPLICATION USING IVR Bhargavi Suvarna 1, Jaya Shree S Patil 2 1 M.Tech Student,Dept. of CSE,G Narayanamma Institute of Technology and Science, Shaikpet,Hyderabad, Telangana, India 2
More informationRunning an efficient contact center is a complex and constant challenge
CCS InterDialog CCS Running an efficient contact center is a complex and constant challenge Your Contact Center operations team requires a proactive, scalable, end-toend solution to, manage, control and
More informationContact Centre Overview
Contact Centre Overview BroadSoft CC-One Solution Overview The CC One platform was developed with an understanding that the role of the contact centre is changing, from once being considered as a cost
More informationSystem and Server Requirements
System and Server Requirements January 2019 For GreeneStep ERP, CRM, Ecommerce, Customer/Supplier Collaboration, Management Dashboards and Web Access Products Suite ON-PREMISE DEPLOYMENT MODEL & HOSTED
More informationCisco Smart Net Total Care: Proactive Automated Support for the Internet of Things Jawaid Iqbal, Technical Marketing Engineer BRKNMS-1039
Cisco Smart Net Total Care: Proactive Automated Support for the Internet of Things Jawaid Iqbal, Technical Marketing Engineer BRKNMS-1039 Agenda Smart Net Total Care Overview Using Smart Net Total Care
More informationInformation. OpenScape Contact Center Enterprise V8 Empowered To Drive First-Contact Resolution. Communication for the open minded
Information Enterprise V8 Empowered To Drive First-Contact Resolution Communication for the open minded Siemens Enterprise Communications www.siemens-enterprise.com OpenScape Contact Center Enterprise
More informationOUTBOUND MANAGER Campaign management & predictive dialing via the cloud. hosted, managed & made in Germany.
hosted, managed & made in Germany OUTBOUND MANAGER Campaign management & predictive dialing via the cloud Test it now without obligation for four weeks! www.4com.de SOLUTION BENEFITS OF THE 4Com OUTBOUND
More informationXima Chronicall Xima Software. Xima Software's flagship solution, Chronicall, started out as a simple call. event monitoring application, but it
w w w. x i m a s o f t w a r e. c o m Xima Software's flagship solution, Chronicall, started out as a simple call event monitoring application, but it has evolved into an all-purpose call history, call
More informationSharePoint Saturday Detroit #SPSDETROIT
SharePoint Saturday Detroit DECEMBER 2 ND, 2017 In This Session We Will Cover: What Flow is The Components of a Flow Admin Center Mobile App Demos What is Flow? "Work Less, Do More!" Cloud based service,
More informationVirtual Contact Center
Virtual Contact Center Zendesk CTI Integration Configuration Guide Version 8.0 Revision 1.0 Copyright 2013, 8x8, Inc. All rights reserved. This document is provided for information purposes only and the
More informationCCT ContactPro Unified Agent Desktop a world - class Omni-Channel Customer Experience
CCT ContactPro Unified Agent Desktop a world - class Omni-Channel Customer Experience Copyright 2016 CCT 1 The Omni-channel Architects Productive interactive Omni-Channel agents Outstanding customer interaction
More informationWorkspace ONE. Insert Presenter Name. Empowering a Digital Workspace. Insert Presenter Title
Workspace ONE Empowering a Digital Workspace Insert Presenter Name Insert Presenter Title Every dimension of our lives is GOING DIGITAL 2 Consumerization is driving DIGITAL TRANSFORMATION Modern Workforce
More informationFeature Value Enterprise Dialogue Management Rethink Contact Center
Feature Value Enterprise Dialogue Management Rethink Contact Center We manage real-time dialogues, between organizations, people, devices and things. Version April 2016 Contact Us Anywhere365 ROTTERDAM
More informationReduce the time & labor to process and archive documents. Reduce document cycle times. Create audit trails of document handling activities
NashuaDocs NashuaDocs works for you: Reduce costs Reduce the time & labor to process and archive documents Minimise shipping costs Enhance productivity Reduce document cycle times Improve accuracy Ensure
More informationSSL ClearView Reporter Data Sheet
SSL ClearView Reporter Data Sheet Written expressly for the Juniper Networks SSL VPN, the SSL ClearView Reporter application takes log data from one or more SSL VPN devices and generates feature-rich reports
More informationMake the most of the cloud with Microsoft System Center and Azure
December 2015 Make the most of the cloud with Microsoft System Center and Azure Writer: Daniel Örneling Amsterdam - Dallas - Ottawa Table of Content 1.1 The Dilemma: too many customers 3 1.2 Is the cloud
More informationRequest for Information for Covered California Customer Relationship Management (RFI# ) Questions and Answers
# RFI Reference Question Answer 1 N/A Is the team that will be utilizing the CRM on Gsuite or another email client? 2 N/A What is the breakdown of users by group i.e. Call Center vs other staff 3 RFI document,
More informationDIAL CENTRE. Its time you revive Your Customer's Experience
Its time you revive Your Customer's Experience MAXIMUM productivity MINIMUM cost Neox Dial Center Solution is a part of Contact Center solution that unites Outbound, and Blended voice processes. In addition,
More informationTransform your business with Collaboration
Transform your business with Collaboration Vishakha Radia, Managing Director Customer Business Transformation: Collaboration and Mobility. Cisco Consulting Services. 3 Key Questions Today Why Capturing
More informationAdministering System Center Configuration Manager and Intune (20696C)
Administering System Center Configuration Manager and Intune (20696C) Overview Get expert instruction and hands-on practice configuring and managing clients and devices by using Microsoft System Center
More information