- Cisco Files

Report
January 10, 201
Cisco Quick Hit Briefing
Cisco Customer Intelligence Systems –
Contact Center Update
Brian Avery
Partner Development Manager – Cisco Systems
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Agenda
 Introduction
 Cisco Priorities
 Business Edition 6000 and
UCCX
Brian Avery
 Contact Center Update and
Roadmap
[email protected]
 Q&A
Partner Development Manager
Priors:
President and CEO
Cisco Premier Partner
Director of Sales
Cisco Silver Partner
Financial Analyst
Sprint Corporation
© 2012 Cisco and/or its affiliates. All rights reserved.
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• A weekly partner briefing series
designed for Cisco Commercial
Territory partners
• Concise, relevant updates on:
Cisco products and solutions
Partner programs and promotions
Partner Enablement – Demand Generation,
Selling Skills, Closing Tools, etc.
• Next Quick Hit Briefing:
Cisco UC Manager Business Edition Update - 3000 and 6000
Thursday Jan 17th, 9:30 ET
https://ciscosales.webex.com/ciscosales/j.php?ED=207413017
&RG=1&UID=0&RT=MiMxMQ%3D%3D
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Cisco Priorities
1
Leadership in the Core…
Routing / Switching / Services
Mobility
2
Collaboration
3
Data Center / Virtualization / Cloud
4
Video
5
Architectures for Business Transformation
Security
Any - Any
Key Drivers of the Future of the Network
That Strategically Leverage the Power of the Network
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Cisco Customer Intelligence
Contact Center Update
Frank Gagliardi, Strategic Sales Consultant – Contact Center
Cisco Customer Interaction Technologies
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Cisco Business Edition 6000
Applications Choice
Call control Voicemail
IM &
CUCM
Unity
Presence
Connection
Attendant
Console
CUxAC
Contact
Center
CCX
Emergency
Responder
CER
Video
VCS
Unified
Provisioning
Manager
Up to 5 applications co-resident
on a single server.
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Applications Supported
Application
UCM, Unified Communications Manager,
(Required)
CUC, Cisco Unity Connection
CUPM, Cisco Unified Provisioning Manager,
installation GUI
IM&P, (aka CUPS) Instant Messaging & Presence
CUxAC, Cisco Unified Attendant Console
CCX, Contact Center Express
Virtualized with VMware ESXi
Scale
1,000 Users or 1200 devices
1,000 Voice Mails
1,000 users on
UCM, CUC and IM&P
1,000 Full UC, IM
& Presence users
25 clients
100 Agents
VCS, Video Communication Server
100 transversal/
100 non-traversal video calls
CER, Cisco Emergency Responder
1,000 users
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Cisco Unifed Intelligence Center
with Unified CCX
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• Cisco Unified Intelligence Center Overview
• Key features for Cisco Contact Center Express
• Implementation and Licensing
• Report Customization
• Intelligence Center and HRC
• Demo
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© 2012 Cisco and/or its affiliates. All rights reserved.
•
Highly customizable presentation layer
across multiple products
•
Reduce manual consolidation of historical
data by presenting it in a single dashboard
•
Wizard-based interface to extend reporting
inside and outside the contact center
•
Layered access to capabilities
•
Link reports to provide controlled access to
drill down, up and across
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• Installed with CCX (CUIC Standard license included) with
browser-based access
• All HRC reports available in CUIC
• Customized views, thresholds on reporting data
• Different levels of access to reports, dashboards
• Scheduling enables report and data distribution via email
• Permalinks enable one-click access to reporting data
• Audit Trail report to track reporting activity
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• Create graphical views to existing reports (charts, gauges)
• Rearrange column fields, rename fields, add headers
• Provide additional groupings, summarizations and sorting
• Add thresholds to identify compliance violations
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• Directory structure access
Shared and personal copies of reports
• Capability access
Assign multiple levels
of permissions to enable
opening CUIC “drawers”
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• Schedule to distribute via
.pdf, .xls or embedded in
email
• Schedule to publish to a
.csv file for flat file
integration
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• One-click access to
historical reports
• No log-on and navigate
• Embed links in other
dashboards
• Web links on other devices
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• Included with Intelligence Center Standard version
Allows visual customization
Does not allow coding customization
• Intelligence Center Premium version for Lab and NFR system
Create new reports from scratch
Create drill-downs
Export reports to be imported into a Standard system
Change refresh
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• Customer lab system (CCEH-NRPT-CUIC8 )
• Partner NFR kit (CCEH-CUIC8-NFR)
• Currently orderable via IPCE-BUNDLE under LAB section
• Ordering Guide will be updated with Release 9 information
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• Must select one at install, can change later
• By default, HRC is installed
• Not possible to run with both enabled
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Cisco SocialMiner
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Most visited website on the internet
30 billion pieces of content are shared each month
Average user has 130 friends and is connected to 80 pages,
events and groups
More than 2.5 million websites have integrated with Facebook
190 million tweets are sent on average per day
The average user has 115 followers
Twitter has 225,000,000 users
40% of Twitter users don’t tweet, but instead use it to keep up to date
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Cisco SocialMiner
Social Media Customer Care
1. Capture
2. Analyze & Prioritize
Airline lost my luggage!
Cisco
SocialMiner
3. Communication Workflow
Customer
4. Assign
5. Engage
© 2012 Cisco and/or its affiliates. All rights reserved.
Social Media
Customer Care Agent
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Cisco SocialMiner
Overview
•
Enable proactive customer service by queuing and assigning social web posts to appropriate staff
•
Complement brand monitoring dashboards
Features
 Real-time capture of social media postings
 Social media campaign management
 Route and queue contacts to experts
 Tagging
 Filters
 Social Screen Pop
 Real-time Notifications via Instant Message, Email, and Text
 Social media customer care metrics
 Rich set of Platform API’s for customization
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SocialMiner
Gadgets
 OpenSocial Gadgets
Cisco Application Interfaces
Gadget
Web
Container
Services
Cisco SocialMiner Services
•Runtime
•Datastore
•Reporting Database
•Indexer
•Eventing
External Services
•SMTP Mail Service Interface
•XMPP Interface
•Active Directory
Virtualization
 Gadget Container
 REST APIs
 All-in-one Software Appliance
Linux Operation System
Apache Tomcat Web Server
Cassandra Datastore
Informix Reporting Database
 Cisco Provided OVF Template
(Required)
Standard Server Hardware
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 Any Server Platform
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Overview
• Builds on previous 8.5(x) releases (SocialMiner 8.5(5) FCS on Jan 31, 2012)
Features
• Standalone single-session chat
Chat feed type
Agent & Customer chat UI
Chat alias
API for chat transcript
• IE 8 support for chat
•
UI improvements
Social contact layout
Settings page layout
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Web chat
With Unified CCX 9.0
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Packaging
• Entry level Integrated customer chat management functionality included with Premium Agent
• Chat Contact through SocialMiner 9.0.
• SocialMiner deployment on separate VM. Requires OS and DB entitlements for SocialMiner
Functionality
• Web based Agent and Supervisor interface packaged as default in Integrated browser within CAD and CSD
(IE8 support only) Or use in normal browser with IE8 or Firefox 11
•Two Choice for routing algorithms
•Most Skilled agent
•Most Idle agent
• Blended voice and chat agents
• 5 New Historical and 3 new real time reports
• Transcript retention and retrieval on SocialMiner
Simple to Deploy
• Inbuilt tool for creating sample code for web site form
• One step SocialMiner configuration from CCX Administration page.
• Configurable agent no answer and chat idle timeout
•System parameter setting to allocate/not allocate chat contact while agent is on voice call.
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• Agent and supervisor interface
•Web client within integrated browser in CAD for Agent /supervisor (IE8 required)
•Finesse chat gadget for agent and supervisor (Release 9.5)
Default selection in
Integrated browser
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• Configurable Agent no answer timeout.
• Chat contact gets re-queued and Agent goes “Not ready” after time out.
Agent No Answer Timeout
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Reply template Integrated to SocialMiner
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Real-Time Displays for web
chat metrics:
– Current CSQ totals
– Current CSQ Details
– Agent detail report
– Separate web based
Supervisor UI in CSD
integrated browser
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 Web chat historical reports:


Chat Agent Detail Report

Chat Agent Summary report

Chat CSQ Activity report

Chat CSQ Agent Summary

Chat Traffic Analysis Report
HRC as well as CUIC
 New Unified CCX database
tables facilitate delivery of
packaged and custom reporting
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 Separate new section in RTR
 3 Web chat Real Time Reports:
© 2012 Cisco and/or its affiliates. All rights reserved.

Overall Chat stats

Chat Resource Stats

Chat CSQ stats
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Easy 5 step configuration
 Create Chat CSQ
 Simple SocialMiner Configuration
 Global parameter settings
 Create Chat widget sample HTML code
for Website
 Create teams
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Web chat subsystem sees
Agent state and delivers
chat contact to web based
Agent interface
Customer sends web chat
request
Agent
Chat contact enters
SocialMiner
Customer
Unified CCX
Customer
Chat UI
Customer
WebSite
Chat
Proxy
CAD
Primary
Social
Miner
UCCX
Secondary
Agent
Chat UI
May Be Hosted
Real time reports for
supervisor, administrator
and reporting users and
historical reports for HR
user
WWW
© 2012 Cisco and/or its affiliates. All rights reserved.
DMZ
The chat reply gadget is
rendered to Agent interface
Corporate
firewall
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CCX 8.5
CCX 9.0
CCX 9.5
• Spec-based VM support for
UCS and non-UCS
• Customer Webchat
• Finesse for CCX
• CUIC Co-resident with CCX
• Outbound IVR
• Webchat phase 2
• Unified sign on for admin
• Scale to 400 agents
• Mediasense for CCX
• Improved security with
SElinux
• Serviceability
enhancements
• New WFO UI
• Mobile Skill Manager (SU3)
© 2012 Cisco and/or its affiliates. All rights reserved.
• CME support removal
• New end point and server
support
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CCX 9.0
Available today
• Embedded CUIC for historical
reporting
• Single session Web Chat
• Unified Sign On for CCX
administration applications
• SELinux support
CCX 9.0.2
Q12013
• CUIC Enhancements
• Relative filters
• Summary reports
• Jabber as agent device
• Administration API
• Campaign Mgmt API
• Configuration API
• WFO support for MediaSense
• Web 2.0 supervisor UI for WFO
• Tandberg End point
(EX60,EX90) & new IP phones.
• Mobile Skill Manager
• Virtualization – New ID
• CME support removal
© 2012 Cisco and/or its affiliates. All rights reserved.
CCX 10.0
2H2013
• Embedded Cisco Finesse for CCX
ph 1
• Home agent with “Extend and
Connect”
• Simplified Day 2 Administration
• CUIC enhancements
• Supervisor team level reports
• Real time reporting with CUIC
• Additional report templates
• Web Chat enhancements
• Video On Hold
• A- Law support
• WFO enhancements
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Thank you.

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