Transforming the Contact Center with Cisco Unified Contact Center

1. Transforming the Contact Center with Cisco Unified Contact Center April 2007

2. Agenda • Business Update and Value Proposition (getting wet) • Portfolio Overview (snorkeling) • Key Product Details (SCUBA) • Enhancement Details (Submersible)

3. Business Update and Value Proposition

4. Cisco Customer Contact Success • Leadership in Customer Contact • 1M+ contact center agents worldwide • Contact Centre Agents – 73,705 in CY2003,134,760 in CY2004 and 354,581 in CY2005 • Shipped 3500+ IP Contact Centers • 1200 Virtual Routing Systemsshipped

5. 400,000 350,000 354,581 300,000 250,000 200,000 150,000 134,760 100,000 73,705 50,000 0 2003 2004 2005 Cisco Agent Shipment Growth2003-2005 163% 83%

6. Contact Center Key Value Propositions • Enable our customers to provide superior service to their customers • Increase our customers’ productivity • Save our customers money • Allow our customers to differentiate themselves based on service

7. Contact Center Key Value Propositions • Solutions for multiple segments (midmarket, enterprise, SP) • Variety of technology areas (ACD, CTI, IVR, outbound, multi-channel, video, analytics…) • Multiple migration and co-existence options; not just IP • Architectural advantage for multi-site organizations, branch/store contact centers • Customer Interaction Network means any customer, from any media, to any agent (or knowledge worker), in any location

8. Contact Center Portfolio Overview

9. Unified CC Unified ICM Self Service Express Edition Enterprise Edition Hosted Edition Enterprise Edition Hosted Edition Customer Voice Portal IP IVR Product Portfolio Options* Email Management Outbound Text Chat Web Collaboration Analytics Workforce Optimization * Options do not necessarily apply across all products or product lines.

10. Cisco Unified Contact Center Express Introduction • Integral part of Cisco’s Unified Communications solution • Available in three different packages, Standard, Enhanced and Premium, to address small to medium, formal or informal contact center needs • Delivers intelligent contact routing, call treatment, network-to-desktop and computer telephony integration (CTI), and integrated self-service for customer contact management over an IP infrastructure • Enables companies to rapidly deploy a scalable, distributed, virtual contact center solution over their Cisco IP networking infrastructure • Provides optional high availability redundancy ensuring automatic failover in the event of server hardware failure

11. A Scalable, Integrated, Virtual Unified Contact Center Solution • A contact-center-in-a-box • Fully integrated ACD, Desktops, CTI & IVR • The entire solution can fit on one box • 1–50 agent deployments on single processor servers • 1–150 agent deployments on dual processor servers • BUT - it can also scale to 300 seats to support large, sophisticated deployments using dedicated expansion servers • Virtual Contact Center • Agents and supervisors can be located at any site on your WAN or on any ISP DSL or Cable modem connection at home

12. > $500 > $5 < $1 Field Visit Call Centre Self-Service Easy to Deploy and Cost Effective Self-service Web and IVR systems drive down the costs of providing customers the information they are looking for…. • Easy to Deploy • Single service creation tool for the ACD & IVR • Easier, faster ACD & IVR integration to meet your business rule requirements • Easy, cost-effective CTI solution • Significant savings when comparing to traditional CTI solutions • Integrated self service • Express has a fully integrated self service component in Premium • Order-of-magnitude cost savings over agent based contact management Sources: Siebel and Forrester

13. Unified CC Enterprise brings full function ACD functionality to the Cisco Unified Communications Manager and UC suite of applications Unified CCE brings full multi-channel contact routing with universal queue for inbound voice, web chat (single-session and multi-session), web call back, web collaboration, e-mail and outbound voice all under control of a single routing engine that has full redundancy and is designed for fault tolerance With CC Enterprise, clients can gain the benefits of a IP in their contact center to reduce costs and improve customer satisfaction Unified Contact Center Enterprise Overview

14. Unified Contact Center Enterprise Delivers • A comprehensive contact center solution • True distributed IP communications architecture • Carrier-class fault tolerance • Integrated CTI, Outbound, Web, E-Mail, Self-Service • End to End Security and Manageability • A scalable architecture for Enterprise deployments

15. CC Enterprise Benefits • Customer Experience Improvement—captured data from the IVR is presented to the agent as a screen pop • Reduced Call Handle Times – screen pop data saves 3 to 5 seconds per call • Virtual Network Queue for calls – reduces wait for callers and turns three 100 seat centers into one virtual 300 seat call center • Intelligent routing of callers by phone number—keeping local calls “in region” where dispatchers and operators know the area • Enterprise Reporting – Call data and agent information available across all the sites in a single, integrated reporting tool • Operational Savings – “in-sourced” MACs and support replacing multiple 3rd party service companies with three existing IT employees

16. Calls are routed intelligently over your converged network, no need for expensive PSTN tie lines or transfer connect (TNT) charges Pre-Routing is eliminated, CCE becomes a single virtual IP ACD across all sites Callers don’t get stuck in queues with a centralized network queue – calls aren’t sent across the network until CCE reserves the agent and is known to be available Calls can be directly routed to agents and queue for specific agents CC Enterprise Summary

17. ICM Enterprise is the leading enterprise contact center routing and integration technology platform. Supporting all major ACD/IVR vendors as well as all carrier routing platforms, it allows for the seamless integration of contacts for inbound voice, outbound voice, web and e-mail all with full enterprise-wide reporting and a single easy to use graphical scripting environment. Since its introduction over ten years ago, ICM has enabled over 850,000 agents all over the world in almost every major contact center, in every industry – improving agent occupancy, efficiency and always getting the caller to the right resource, the first time. Unified ICM Introduction

18. For TDM ACDs, the ICM picks the “target” for the contact, but allows the ACD to pick the agent The ACD must inform the ICM of the call arrival and agent state to reconcile the Call Routing Process Configuration and Scripting must be mirrored in the ACD and ICM to ensure accurate reporting and routing ACDs and IVRs can Post-Route voice contacts via the ICM to take advantage of the same routing rules and scripting used in Pre-Routing—and preserve call context by using Translation-Routing between sites Unified ICM Overview

19. Enables centralized contact center strategy Provides a single set of business rules across all channel types – Voice, Email, Web, Fax Protects existing technology investments Consolidated reports across all channel types Every customer interaction delivered to the best resource the first time Without geographical constraint, regardless of ACD or IVR Vendor, Carrier Network or media channel Customer Information is preserved throughout the contact—allowing for integration with back-end data systems to improve agent efficiency Provenintegration with CRM vendors, wall board, staff schedule, recording to complete the solution Enable smooth migration from TDM solutions to IP Contact Center solutions Unified ICM Summary

20. Customer Voice Portal (CVP) What is Customer Voice Portal? Customer Voice Portal (CVP) is a unique combination of Cisco technologies to enable advanced voice applications at the edge of the IP network, bringing powerful integration with Web Services to backend data systems and integration to contact centers with full call context and data Ok… What does that mean?

21. Customer Voice Portal (CVP) Advanced Voice Applications… at the edge CVP takes advantage of the integrated VXML browser built into Cisco IOS, allowing callers to interact with menus, scripts and self-service applications Calls do not have to be brought to a central “IVR Farm” to provide services, calls can be kept local to save on carrier charges for remote call forward charges to leverage VoIP for toll-bypass Payment Locator “You can make a payment at any Shaws’ supermarket or Comcast office. The nearest Shaws’ is 100 Easton Road, until 11:00 tonight” “Where can I pay my bill?”

22. Customer Voice Portal (CVP) Powerful integration with Web Services… CVP provides an Eclipse-based toolkit to develop self-service applications, built on open/standard J2EE for access to Web Services and Java objects already in place to support the corporate data/web architecture Callers on the CVP hear the same data that is on the Web and available internally to the stores via corporate infrastructure ACCT Database Account #32311323401Balance: $110.52Due: 15th“Your payment of $110.52 is expected by the 15th” “What is my balance due?”

23. Customer Voice Portal (CVP) Integrated to contact centers…with call context CVP works with Cisco’s core contact center products, ICM and IPCC to provide network queuing and data collection – “front ending” call flows for either IP agents on Unified Communications Manager (Unified CCE) or TDM agents on Avaya, Nortel, etc., with ICM CVP can collect data from callers, backend systems and pass it to the IPCC for call routing and to the agent desktop to drive CTI Screen Pop and workflow “Hello, Mr. Jones,we know there is an outage in your area” “I need help with myhigh speed Internet service”

24. Customer Voice Portal (CVP) What else? Call switching… CVP can also provide a virtual softswitch functionality, moving calls between sites and resources across the IP network or carrier networks This is pure cost savings, reducing the number of advanced services required from the carriers to leverage the carrier networks, the IP data network, or a combination of both—intelligently based on business rules and customer needs “Hello, Mr. Jones” “Ok, how about some helpwith my Digital Phone Service?” “No problem sir, let me connect you”

25. CVP Summary Cisco CVP addresses the major objectives of today’s Contact Centers by combining VoiceXML based Interactive Voice Response (IVR) with the capability to seamlessly integrate multiple Contact Center locations into a unified virtual Contact Center with IP switching. The Cisco Customer Voice Portal achieves these objectives by leveraging existing Contact Center technology investments to provide the lowest TCO through reduced agent, operations, and telecommunications costs, while providing a migration path from a multi-site, multi-vendor TDM ACD environment to an IP Contact Center with integrated Web and telephony contact without requiring a fork-lift upgrade.

26. Key Product DetailsCCX and CCE

27. Application /database integration Call-by-call routing Agent based routing* Call re-routing based on wait time Conditional routing based on time of day, day of week and holidays Conditional routing based on calls in queue Conditional routing based on caller origin Conditional routing based on dialed number Conditional routing based on caller entered digits (CED) Database-driven call handling Load balancing Priority routing Skill-based routing Competency-based routing Priority Queuing Unified CCX Routing and Queuing

28. CCX ACD Routing & Priority Queuing

29. Cisco Unified Contact Center ExpressReporting Overview Real-Time Agent Monitoring Grids Supervisor Desktop Unified Contact Center Express Server(s) • Monitoring Unified Contact Center Express System Activity • Historical Reports MSDE or MS SQL 2K Historical Report DB Server • Database Server (Co-resident or separate expansion server) CRS Administration Tool • Dedicated Historical Report DB Server for scalability. • Auto-Synchronization upon failure MSDE or MS SQL 2K

30. Historical Reporting What Deployment Options? What are the Benefits? • Historical Reporting Server (HRS) Co-resident with Cisco Unified CCX primary server • Optionally deploy on dedicated Express Expansion Server (ESS) • Default Historical Reporting Solution • Default historical reporting is provided at no charge • Optional Historical Reporting Enhancement • Cisco’s OEMed version of Microsoft SQL Server • Deployment and pricing flexibility • Default HRS May be deployed co-resident on the Cisco Unified CCX primary server, • on a dedicated Express Expansion Server (ESS) historical reporting server or, • may share deployment on an ESS with selected other system functions • Dedicated reporting server significantly increases the number of simultaneous reporting sessions that may be run • Very large storage capacities may be supported by deploying Microsoft SQL Server on an ESS

31. CCX Historical Reports – Detailed Options • Report Task to perform: • View Parameter to filter some report data based on its values Field used to sort resulting data report Selected filter parameter values (report will only contain Agents specified) Possible options for the selected report parameter (Agent Names) to choose from Some reports allow the user to specify the operation to be done on the parameters values selected (ex: OR, AND) This will be View or Schedule based on the “Reporting Task” above

32. Feature Rich, User FriendlyMultiple Report Generation, Viewing, & Data Output Options • Multiple Report Generation Options • Summary, Detail, Preferred Interval • Graphical & Tabular • Multiple Report Viewing Options • Sorting • Filtering • Searching • Scaling • Multiple Report Output Options • Scheduled Reports for Printing or Saving • Export Report Data to PDF, RTF, Excel, or CSV for further data manipulation or sharing

33. CCX - comprehensive decision making information for supervisors

34. CCX - Cisco Agent Desktop A workflow automation and management software set that helps agent and supervisor teams work within a virtual customer interaction environment to meet key performance metrics. • Agent, supervisor and desktop administrator components of Cisco Unified Contact Center Express • Productivity and collaboration components that include: • Cisco Agent Desktop • Cisco IP Phone Agent • Cisco Supervisor Desktop • Cisco Desktop Administrator

35. How does CAD solve the customer contact problem? • Improve customer satisfaction • Single call resolution with increased response accuracy • Shorten response time • Consistent client experience • Improve customer relationships • Increase contact center productivity • Encourage or influence agent interaction behavior • Improve call handling capabilities • Reduce call duration • Reduce cost of operation and improve contact center profitability • Head count reduction • Agent retention through increased job satisfaction • Improve effectiveness • Eliminate IT dependency thereby reducing costs to operate, administer, maintain and provision contact center agents • Faster and easier implementation than traditional CTI technologies

36. Task Automation Phone Bok, Chat, Agent Reports Tool Bar Call Data Pane Enterprise Data Pane Integrated Browser Agent Status How does CAD improve agent productivity?

37. 2. Choose Task Button 3. Check Visible and Enter Hint Description 1. Select User Interface 4 . Customize Icon 5 . Add Action How does CAD improve agent productivity?

38. 6. Choose workflow action and click “New” 7. Fill in blanks and click “OK” How does CAD improve agent productivity?

39. Agent Reports Team Message Supervisor Chat How does CAD improve contact center productivity?

40. Silent Monitor Chat Record Real Time Displays Barge In Intercept Agent State Control How does CAD improve contact center productivity?

41. Auto Agent login to SFDC Agent Experience - The 3rd Party Screen Pop

42. Enterprise Data Appears with Call Search in SFDC on ANI Screen Pop on Record Agent Experience - The 3rd Party Screen Pop

43. Cisco Agent Desktop Application Integration Methods Workflow integration methods can be combined for complex integration scenarios

44. Integrated Basic Prompt & Collect IVRAvailable with Standard and Enhanced What is it? Why is it important? • All Cisco Unified CCX solutions provide out of the box prompt and collect • A fully customizable Auto Attendant with arbitrary depth of voice menus, ability to play an arbitrary mix of music and messages and the ability to play prompts and capture and process any caller DTMF key presses • All Express products support reading enterprise web HTTP and XML documents • Integrated service creation environment means it’s easy for workflow developers to create sophisticated self-service and ACD features • Provides powerful initial and in-queue call treatment options as well as full prompt & collect for caller interaction • Provides option for self-service as well as contact center operations • Support for reading HTTP & XML documents enables use of web data for routing decisions and screen pop

45. Full Featured Advanced IVRAvailable Only in Express Premium What is it? Why is it important? • Includes Full IVR capabilities • Complete support for integrated IVR self-service applications • Supports 3rd party application integration via custom Java integration • Capabilities: Database integration VXML voice portal for DTMF, ASR & TTS HTTP triggers Real-time notification services • Enables sophisticated information sharing between enterprise databases and CRM applications under workflow control • Increase Screen Pop capabilities via database dips • Deploy sophisticated Web-based voice services • Use existing Web infrastructure to deploy services

46. Enterprise Database Integration What is it? Why is it important? • ODBC/JDBC compliant • Tested – Microsoft SQL Server, Oracle, IBM DB2, and Sybase • Used for retrieving information from back-end message stores • Screen Pop support discussed previously • Automates routine transactional tasks • Reduces contact Center costs, toll charges and increases caller satisfaction by automatically retrieving caller information • Required for full self-service applications

47. Automatic Speech Recognition (ASR) What is it? Why is it important? • Provide callers another method of input via speech • Cisco IP IVR recognizes what is spoken • Supports latest Nuance ASR technology • Improved, easier user directed routing • Reduces contact Center/toll costs • Users get what they want, quickly • Provides greater flexibility for IVR applications • Improves customer service

48. Text to Speech (TTS) What is it? Why is it important? • Relays text based content over the telephone • Synthesized speech • Plays back content from message stores or prompts • Supports latest Nuance Vocalizer TTS technology • Used when prompts can’t be recorded for changing information • Increases usability of telephony applications • Access information from ERP, CRM, stocks, weather, etc. • Reduces application development • Big payoff in cost reduction by eliminating professional talent and time required for voice recording • Often suitable for internal operations use

49. Routing Capabilities Skills Based Routing Application Based Routing and Reporting Scriptable Call by Call Routing Call Re-Routing based on Wait Time Conditional Routing Database Directed Routing Load Balancing Look Ahead Queuing Priority Queuing Re-route on No Answer (RONA) Dynamic Reskilling Cisco Unified ContactCenter Enterprise: Features • Universal Queue • Multi-session agents (text chat) • Interruptability (E-Mail management) • Blended Outbound • Preview, Progressive, Predictive Administration and Reporting • Managed/Redundant Database • Real Time Administration • Centralized Control • Browser-Based Report Viewing • Centralized Enterprise Reporting • Historical Reports • Real Time Reports • Tabular and Graphical Reports • Multi-channel Reports • Custom Reports • Call Detail Records • Published Database Schema

50. Supervisor Desktop Barge-in Intercept Visible Call Data for Monitored Calls Real-Time Agent/Skill group Status Display Threshold Alerts Emergency / Supervisor Assist Controls Change Agent State Control Text Chat with Supervisors / Agents Call Recording Start/Stop Control Text Chat with Supervisors / Agents Multi-media Agent availability Silent Monitor Agent Features Agent Statistics on Agent Desktop Auto Available Auto Wrap-Up Auxiliary Work State Available State Caller Information: ANI, CID, DNIS, CED Fully Customizable SoftPhone application Hot Desking Log In/Log Out Remote Agents Screen Pop Transfer to Queue Unavailable (Work) State Wrap Up Wrap Up Codes Cisco Unified ContactCenter Enterprise: Features