cce overview

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Cisco Unified Contact Center Enterprise Overview

Soufiane Houri, Product Manager

Cisco Unified Communications

IP Voice: +19789361876

[email protected]

[email protected]

Soufiane Houri, Product Manager

Voice Technology Group

IP Voice: +19789361876

[email protected]

[email protected]


Cisco Unified Contact Center Solutions

Single Site ACD

Multi-site / Virtual ACD

Site A

Site BCustomer A Customer B

Customer C

Hosted ACD Solution


Unified Contact Center Offerings

Supported DeploymentModels

Agent CTI DesktopOptions

Supported Agents

ExpressExpress EnterpriseEnterprise

Single Site

Cisco Agent Desktop

Up to 300 Agents

Single Site

Multi-Site Centralized

Multi-Site Distributed

Cisco Agent Desktop

CAD Browser Based

CTI Toolkit (CTI OS)

CRM Integration

8000+ Agents


Contact Center Enterprise CustomersContact Center Enterprise Customers

Approximately 1,500 customers, most are multi-siteApproximately 1,500 customers, most are multi-site

Largest DeploymentsLargest Deployments

Real Estate group – 3,800 agents, sites in UK and India Real Estate group – 3,800 agents, sites in UK and India

Insurance – 6,000 agents, UK and IndiaInsurance – 6,000 agents, UK and India

Telecom – 3,000 agents, USTelecom – 3,000 agents, US


Banking – 5,500 agents, CanadaBanking – 5,500 agents, Canada

Retail – 4,300 agents, branch deployment across hundreds of Retail – 4,300 agents, branch deployment across hundreds of branches in the USbranches in the US

Outsourcing – 1,800 agents, 3 sites in India with US data Outsourcing – 1,800 agents, 3 sites in India with US data centerscenters

Outsourcing – 1,200 agents, IndiaOutsourcing – 1,200 agents, India

Insurance – 1,200 agents, 30 sites, ChinaInsurance – 1,200 agents, 30 sites, China

Approximately 1,500 customers, most are multi-siteApproximately 1,500 customers, most are multi-site

Largest DeploymentsLargest Deployments

Real Estate group – 3,800 agents, sites in UK and India Real Estate group – 3,800 agents, sites in UK and India

Insurance – 6,000 agents, UK and IndiaInsurance – 6,000 agents, UK and India



Banking – 5,500 agents, CanadaBanking – 5,500 agents, Canada

Retail – 4,300 agents, branch deployment across hundreds of Retail – 4,300 agents, branch deployment across hundreds of branches in the USbranches in the US

Outsourcing – 1,800 agents, 3 sites in India with US data Outsourcing – 1,800 agents, 3 sites in India with US data centerscenters

Outsourcing – 1,200 agents, IndiaOutsourcing – 1,200 agents, India

Insurance – 1,200 agents, 30 sites, ChinaInsurance – 1,200 agents, 30 sites, China


Cisco Unified Contact Center Enterprise

Cisco’s Large Contact Center Solution

Designed for Enterprise and Hosted Environments

Scalable Architecture

Fault Tolerant

Intelligent Contact Management

Web Collaboration

Email, Fax and Vmail

Outbound Dialer


Computer Telephony & CRMFeature rich out of the box desktop with workflowsOpen SDKs for custom agent desktop developmentExpansive options for CRM integrations

Administration

Graphical interface for defining business rules for all sites, all channels

Global monitoring of entire enterprise

Multi-site Load BalancingSupport ToolsRedundant architectureUser defined Partitioned Administration domains

Contact Center Enterprise Features

Queuing and RoutingApplication and DB Based Routing Call by Call RoutingCall Re-Routing based on Wait TimePre and Post RoutingUniversal queuing Outbound campaign management

ReportingWeb Based Reporting Multi-Channel IntegrationCall Detail ReportingCentralized ReportingCustom ReportingHistorical Reports


Value Proposition & Differentiators

Flexible deployment of centralized, distributed or remote agents

Phases investment and replacement of legacy switch infrastructures

Enables contact center outsourcing and homesourcing

Single implementation for self-service, multi-channel, CTI, and Outbound

Low start-up investment and overall low TCO

Manage multiple/global customer contact sites centrallyReduces operational expenses


Value Proposition & Differentiators, Cont.

Queue calls at core or edge of the networkBandwidth efficiencies

Toll bypass

CRM and business application integration capabilitiesDrives efficiency and savings

Improves customer satisfaction

Business Analytics

Highly scalable architecture Reduced Total Cost of Ownership

Low expansion costs


Market Positioning

Target markets

Enterprise Contact Centers

Outsourcers

Agent Population

Inbound, outbound,

Email and multi-channel

Business Application Integration

Supports agent location independence

Competitive

Multi-site, Single Site

Carrier class application

Resilience, Scalability

Self Service and Call Queuing

True IP-based architecture


Architecture Overview


Solution Architecture

Home Office

Contact Center

Branch Office

Voice Treatment,

Queuing and Self Service

Multi-Media Contact Routing, Universal Queue, Outbound Dialing

Communications Manager provides

IP Telephony

Web services provide

customer control and reporting

Web Collaboration provides web

chat, co-browsing

E-mail Management provides Intelligent automated or agent

previewed responses


Carrier-class Reliability

Unified Communications

Manager

CTI ManagerDuplexed

Redundancy

N + 1 Redundancy

A A A


IP Network

Agent Desktop

CustomerPublic

TelephoneNetwork

ICM

ICMICM

IP-Queue PlatformIP-Queue Platform

CallManagerCallManager

Unified Intelligent Contact Mgmt

• Provides multichannel skills-based routing

• Manages agent and task states across all media types and controls call queuing

• Provides real-time and historical reporting

Cisco Unified CallManager

• Provides call processing and call control

• Manages voice gateways and IP phones

• Supports redundant/clustered options

Cisco Unified Voice Self-Service

• Cisco Unified Voice Portal or IP IVR

• Acts as a queue point for voice IP calls

• Plays “real-time” messages and provides treatment to callers

Components Overview

Cisco VoiceGateway

Cisco Outbound Option

• Software-based IP dialer for outbound calling

• Blends CCE Inbound and outbound calls

• Handles “Do-Not-Call-List”, “Callbacks” and “Transfer to IVR” campaigns

Outbound OptionOutbound Option


Components Overview

IP Network

Agent Desktop

CustomerPublic

TelephoneNetwork

ICM

ICMICM

E-Mail Interaction Manager Option

• Acts as a POP-3 client for inbound groupmailers like [email protected]

• Manages Auto-Replies to automatically handle specific types of e-mail messages

• Routes e-mail to agents in a “Universal Queue” across media types

E-Mail ManagerOptionE-Mail ManagerOption

Cisco VoiceGateway

IP-Queue PlatformIP-Queue Platform

CallManagerCallManager

Outbound OptionOutbound Option

Web Interaction Manager Option

• Provides “opt-out” of web pages to speak to a live agent

• Routes chat and collaboration requests to agents in a “Universal Queue” across media types

• Connects to customer DMZ and handles firewall/security issues and dynamic content issues

DMZ

CollaborationOptionCollaborationOption


Toll Bypass

LongDistance

(800) Carrier

LEC

LEC

LocalExchange

Carrier

Solution Advantages

Disaster Recovery & Business Continuity

Cost savings with True convergence

Complete flexibility

Mobility of Agents

Low Expansion Costs

IPIPNetworkNetwork


Functional Overview


Administration

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

Manage multiple site enterprise centrally or in a distributed fashion

Manage multiple site enterprise centrally or in a distributed fashion


Service Creation and Scripting

One place for defining you multi-site routing logic

Browser based option

Drag and drop Palette

Full edit and Quick Edit mode

ACD, IVR and Multi-channel scripting

Access control


Contact Center Management Portal

Simplifies Contact Center Operations

Unified provisioning of Contact Center and CallManager

Web-based Unified User Interface

Partitioned System Supporting Multiple Business Units

Hierarchical Administration

Audit Tracking of Configuration Changes


Agent Desktop Options

• IP Phone Agent

• Cisco Agent Desktop

Out of the box soft phone

Rapid, easy, low-risk deployment

Desktop Workflow (Screen Pop)

• CAD Browser Edition

• Cisco Toolkit Desktop

Custom development kit

Simplifies custom CTI integrations

• Pre-integrated CRM Desktop

Strategic integrations with the leading CRM vendors


Cisco Agent 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


Cisco Supervisor Desktop

Real-time statistics Thresholds Text chat Team performance

messages Make agent ready Log out agent Silent monitoring Recording Coaching Barge-in Intercept


Cisco IP Phone Agent

XML Application on Cisco IP Phones

Log in / Log out Ready / Not Ready Supervisor desktop shows

agent phone state Supervisor can use silent

monitor feature Enterprise Data display Statistics display


Reporting Legacy

Web-based Outbound and Inbound Reports

Real-time and Historical pre-built TemplatesAgent/skill activity: Per agent, campaign, skill group

Campaigns: Talk time, handle time, % penetration

Dialers: Ports, call classification, campaigns

Report Customizations using Sybase’ InfoMaker®

Report Scheduling and Export Capabilities

Open and fully documented Database Schema Highly Available Duplex Architecture for persistent data

gathering Scalable n+1 2-Tier Architecture


Report Samples

Agent to Skill Group Mapping Report Agent Team State Counts Real Time

Report Graphical Call Type Real-Time

Report: Tasks Offered Graphical Call Type Real-Time

Report : Queue Delay Status

Graphical Call Type Real-Time Reports: Task Status

Graphical Call Type Real-Time: Tasks in Queue within/outside Service Level

Graphical Call Type Historical Reports: Service Level Abandon OT


Next-Generation Reporting

Real-time and historical Dashboards, charts & grids

Easy-to-use, wizard based interface

Native ad hoc reporting and customization

Highly customizable platform

Access levels

Feature Sets

Thresholds and drill downs

UI attributes


Advanced Reporting

Extends standard reporting platform to an integrated information portal

Power user and Developer tools

Unrestricted wizard capabilities

User defined data sources

RSS, XSLT, Permalinks, HTML post

Integration of third-party data in addition to UC Apps

Cradle-to-grave templates

Compressed summarization (D/W/M/Y)


Cisco Outbound Option Advantage

Proactive communications for Predictive Campaigns

Merges inbound and outbound blending for contact centers

Meets new FCC/FTC, State and Federal Regulatory requirements

Unlimited Campaigns

Easy to Use Standards-based tools to manage contact lists and improve contact center productivity


Outbound Dialing Modes

Predictive

Skill groups run dedicated or blended

Lines dialed per agent is calculated by algorithm

Screen pop delivered along with customer call transfer

Preview


Screen Pop before dial being placed

Ensures agent available prior to placing the call

Agent buttons to accept, skip, reject the previewed call

Progressive

Skill groups run dedicated or blended mode

“Lines dialed per agent” is configurable

Screen pop with customer call transfer

Direct Preview


Presents agent with customer’s record prior to dial being placed

Agent buttons to accept, skip, reject the previewed call

Allows Agent to listen thru the call.

Faster connects. No transfers


Multi-channel Options

New products for multi-channel contactsEmail Interaction Manager Web Interaction Manager

Common agent interface

Shared customer history archive

Common knowledge base

Basic and Advanced packages

Integrated with Cisco Unified ICM and Cisco Unified Contact Center

Full Universal Queue

Blend voice (inbound, outbound, callback), email, chat, collaboration


Email and Web Interaction User Interfaces

Look and feel similar to leading email clients

Visual CuesMultiple simultaneous chat sessionsRed if awaiting input, Overdue tasks

Common CapabilitiesWeb Page Push (Web)KnowledgebaseSuggested ResponsesBookmarks, Spell-checkCustomer History, External Links


Self Service Options

Option Description

Distributed Web-Based Platform that Provides Carrier-Class IVR, Queuing, and IP Switching Services.

IP IVR

Customer Voice Portal

IP-Powered IVR Solution that Provides a Platform for the Delivery of Self-Service and Call Treatment Applications.


CVP Function & Architecture

CVPCall Control

CVPVoiceXMLBrowser

CVPVoiceXML

Server

Customers

EnterpriseInfrastructure

Agents

VoiceXML application development using an Eclipse toolkit

J2EE runtime for serving VoiceXML

Interprets VoiceXML DTMF and Speech

Telephony switching and on-net queuing

Music-on-Hold and Call Transfer

TDM or IP


CVP OAMP and Service Creation

Single Point of Multi-Level Administration & Provisioning for

Installs & Upgrades

Backup & Restore

Configuration

Application Management

System Level Reporting

Eclipse 3.1 Support for UI and performance improvements including updated look and feel, snap to grid, best line routing, auto alignment, etc.

Improved service creation capabilitiesElement Groups, Decision Editor, Prompt Manager, Documenter


Cisco MCS 7800 Series Servers

Standards-based servers that run Cisco voice applications software

All configurations fully tested and supported by Cisco

Standard configurations that ensure quick problem resolution through Cisco’s Technical Assistance Center

Offers single point of purchasing and single point of support for both the hardware and software components of an end-to-end IP Communications Solution

cce overview

Documents

cisco systems

contact center outsourcing

redundancycisco confidential

site b customer b customer

customer control

db based routing

us outsourcing

box desktop