© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 1

IP Contact Center

Cisco on Cisco—Executive ModuleVersion 7.0, Q1, FY’07

© 2006 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 2

IP Contact Center

© 2006 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 3

IP Contact Center Components

Telephone System is Cisco’s Call Manager (CCM CCP Cluster)

Automatic Call Distribution (ACD) is software in performed by the CCM CCP Cluster

Queuing of Calls is in Cisco’s IP Integrated Voice Response (IVR)

Call Routing Rules are in ICM

Reporting is via Cisco’s WebviewReporting Package or IPInfo

Call Control is handled by Cisco’s Agent Desktop, not the phone

© 2006 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 4

IP Contact Centers at CiscoTrivia:

12 Contact Center locations globally (including 3 outsource locations)10+ million calls handled each year84 Global Contact Center Clients1,400+ agents, globally (divided by location)445 ICM scripts239 IVR scripts

Infrastructure Highlights –ICM Version 5, Service Release 7IP IVR Version 3.1Customer Interaction Network – US/EMEA Pilots complete, EMEA in Production, US and APAC regions to follow

© 2006 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 5

Executive Summary

•TAC – customers can obtain support via phone or web, globally, 24/7•Enhancing support through customized interactions•Cisco web collaboration option

•Location Independence•Maintain one network•Flexible administration•Centralized or distributed treatment and queuing•Reduced routing costs

•IP Standards interoperability voice, e-mail, web, fax, video, XML browsers•Rapid deployment of new applications

Call Recording and Silent Monitoring

- Witness Call Recording- CTI OS Supervisor & Agent Desktop

Reporting tools- Webview- IP Info- Iceberg Real-time reporting

Other tools- Application gateways - Existing Case look up- MIND CTI- Empirix

Contact Center Productivity Tools

© 2006 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 6

Contact Center Applications and TechnologyCisco’s Contact Center Evolution - Timeline

Add additional functionality:• Collaboration – Cisco Live!• Limited release of Email Mgr

Launch IPCC Deployment–Executive Sponsorship 6 Month Initiative

•Client and IT Survey•IPCC data collection

H/W and S/W req’s

Jan 2001

October 1999 –March 2001

Aug 2001-Mar 2002

ICM v5 Converged Contact - Voice, Collaboration & Email

July 2001

ICM Deployment In-house business routing rules, less carrier dependencies

April 2003

ICM v7 Project Launch

August 2005

TDM Environment -“Follow the Sun” routing

Carrier dependency

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IP Contact Centers at Cisco

Past Present Future

1999-2001: Replaced TDM ACDs with ICMs2002: Added IPCC 2003: Upgraded to IPCC 5.0True load sharing across the enterpriseBoth Pre & Post Routing of

calls within the EnterpriseMixed ACD environmentEnterprise wide Real time and

historical reportingContingency & default routingHome site and in theatre

preference for call routingAbility to remove time of day, %

allocation, look ahead

ICM Service Release 7IP IVR Version 3.1Centralized Call Processing makes global upgrades easierCall Manager version 4.2Customer Interaction Network in production$30K per month saving on Tie Lines $19K per month savings on Carrier Routing Re Direct Request Changes Reduced IT & Client Administrative SupportReduced Phone Transport Expense $$$

Customers being handled consistently

Web usage & knowledge capture at the call center

Implement central point to drive:

- Infrastructure standards

- Selection of site license(s) & negotiations

- Partner with vendors to promote, showcase & create innovative interaction with customers through IP.

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Worldwide Contact Center EnvironmentMunich

Beijing

Sydney

Tokyo

BrusselsAmsterdam

London City

Singapore

Paris

RTP, NC

Lowell, MA

Salt Lake City

San Jose

Las Vegas

Jacksonville, FL

India

Chengdu

Manila

Internal Cisco IP Contact Centers (IPCC)Outsource LocationsInternal IPCC with Centralized Call Processing (CCP)Stand Alone Cisco Locations

© 2006 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 9

Worldwide Contact Center EnvironmentAmsterdam

Beijing

Sydney

Tokyo San JoseRTP

Brussels

London

Internal Cisco IPCCOutsource Locations

Herndon

Stand Alone Cisco Locations

ParisMunich

Jacksonville

Singapore

Chengdu

Manila

Salt Lake City

Remote Agents in a Cisco office

Richardson

Lowell

Bangalore

Sao Paulo

Buenos Aires

New Delhi

Chennai

Irvine

Boulder

Greenock

© 2006 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 10

IP Contact Centers by Client, Location & Agent count

San Jose: 133 AgentsHR ConnectionsTMME (Metro/Mtgs&Events)FRC (Includes Smart Cart)Cisco Learning, Training & Cert’sGlobal Sales Tools Spt.GPS Asset RecoveryGPS LMO, On Site SvsSecurity OpsSecurity Ops-Client SvsPackage ServicesPRH EscalationGCCRMA ReductionsService Contract SalesCorp Operators

RTP: 237 AgentsAMEX TravelGCCGlobal Sales Tools Spt.GPS LMOGPS On Site SvcGPS TIS/PDSGTRCInside Sales-Dev.GrpPRH EscalationSecurity OperationsCorporate Operators

London: 57 AgentsCorp Operators GPS LMOGPS On Site SvcHR ConnectionsInside SalesSecurity Ops Ctr.

Amsterdam: 71 AgentsCorp OperatorsCustomer ServiceFRCGPS LMOGTRCInside Sales

Brussels: 19 AgentsCorp OperatorsGCCHR Connection

Sydney: 110 AgentsHR ConnectionAmex TravelGlobal Sales Tools Spt.GTRCCustomer SvsGCCCisco Partner PreSalesGPS On Site SvcGPS LMOGPS Asset RecoveryInside SalesCorp Operators

Paris: 47 AgentsGlobal Sales Tools Spt.Corp. OperatorsInside SalesInformation Technology

Munich: 39 AgentsInside SalesAmex TravelCorp Oper: InfoCenterSE Helpdesk

Lowell, MA: 15 AgentsUS TAC

Irvine: 11 AgentsGPS On Site Svc

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IP Contact Center – Sound Bite Summary

Productivity Cost SavingsOperational Excellence

Collaboration features can share more information than a voice call only.

Decreased ‘repeat’ call volume

Reduced talk time (from 3 to 2 minutes) with higher customer satisfaction ratings.

Reduced costs by $30K/month on tie lines

Eliminated $19K month on carrier routing.

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More INTERNAL IP Contact Center Resources

Case Studieshttp://wwwin.cisco.com/it/technology/at_work/ipcc-cs.shtml

Question Forum (Answers from the Experts)http://iforums.cisco.com/iforum/servlet/SCom?page=scom&folderID=caw&TOPICID=.ee77362&CommCmd=MB?cmd=display_messages&mode=new&location=.ee77362

ORDER Resources for you and your customerhttp://wwwin.cisco.com/it/oncisco/collateral/index.shtml

Product & Solutions Deployment Statushttp://wwwin-tools.cisco.com/it-gss/cw_pa/home.do?currentAction=getTechnologyDetails&strTechID=9

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More EXTERNAL IP Contact Center Resources

http://www.cisco.com/web/about/ciscoitatwork/case_studies/ipcommunications_dl9.htmlCase Studies

http://www.cisco.com/web/about/ciscoitatwork/case_studies/ipcommunications_dl15.html

http://www.cisco.com/web/about/ciscoitatwork/case_studies/ipcommunications_dl7.html

Technology Seminar (VoD, PDF and Transcript available)

http://www.cisco.com/web/about/ciscoitatwork/tech_seminar.html

Call to get Product, Solution and Financing Information1-800-745-8308 ext 4699

Order Resourceshttp://cisco.com/en/US/ordering/index.shtml

© 2006 Cisco Systems, Inc. All rights reserved. Cisco PublicPresentation_ID 14