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Cisco Quick Hit Briefing Cisco Customer Intelligence Systems – Contact Center Update

Cisco Quick Hit Briefing Cisco Customer Intelligence Systems – Contact Center Update. To join the audio portion, enter a call-back number in the Audio Conference dialog box. Brian Avery. Alternatively, you can call into the meeting by dialing: Toll-Free: (866) 432-9903

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Cisco Quick Hit Briefing Cisco Customer Intelligence Systems – Contact Center Update

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  1. Cisco Quick Hit BriefingCisco Customer Intelligence Systems – Contact Center Update To join the audio portion, enter a call-back number in the Audio Conference dialog box. Brian Avery Alternatively, you can call into the meeting by dialing: • Toll-Free: (866) 432-9903 • Enter Meeting ID: 201 203 071 • Press “1” to join the conference. Partner Development Manager – Cisco Systems January 10, 201

  2. Agenda • Introduction • Cisco Priorities • Business Edition 6000 and UCCX • Contact Center Update and Roadmap • Q&A Brian Avery bravery@cisco.com Partner Development Manager Priors: President and CEOCisco Premier Partner Director of SalesCisco Silver Partner Financial AnalystSprint Corporation

  3. What Is a Quick Hit Briefing? • 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

  4. Cisco Priorities Leadership in the Core… Routing / Switching / Services 1 Mobility Security 2 Collaboration Any - Any 3 Data Center / Virtualization / Cloud Video 4 5 Architectures for Business Transformation Key Drivers of the Future of the Network That Strategically Leverage the Power of the Network

  5. Cisco Customer Intelligence Contact Center Update Frank Gagliardi, Strategic Sales Consultant – Contact Center Cisco Customer Interaction Technologies

  6. Feature rich, Enterprise-class collaboration applications Cisco Business Edition 6000 Applications Choice Call control CUCM Voicemail Unity Connection IM & Presence Unified Provisioning Manager Video VCS Attendant Console CUxAC Contact Center CCX Emergency Responder CER Up to 5 applications co-resident on a single server.

  7. Applications Supported Virtualized with VMware ESXi

  8. Cisco Unifed Intelligence Center with Unified CCX

  9. Agenda • Cisco Unified Intelligence Center Overview • Key features for Cisco Contact Center Express • Implementation and Licensing • Report Customization • Intelligence Center and HRC • Demo

  10. Cisco Unified Intelligence Center • 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

  11. Platform

  12. Key Features for Contact Center Express • 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

  13. Visual Customization Built in • 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

  14. Access to Reports and Dashboards • Directory structure access • Shared and personal copies of reports • Capability access • Assign multiple levels • of permissions to enable • opening CUIC “drawers”

  15. Scheduling • Schedule to distribute via .pdf, .xls or embedded in email • Schedule to publish to a .csvfile for flat file integration

  16. Permalinks • One-click access to historical reports • No log-on and navigate • Embed links in other dashboards • Web links on other devices

  17. Custom Reporting • 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

  18. Ordering Lab and NFR kits • 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

  19. Intelligence Center or HRC • Must select one at install, can change later • By default, HRC is installed • Not possible to run with both enabled

  20. Cisco SocialMiner

  21. Did you know that… 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

  22. Cisco SocialMinerSocial Media Customer Care Airline lost my luggage! 1. Capture 2. Analyze & Prioritize Cisco SocialMiner 3. Communication Workflow Customer 4. Assign Social Media Customer Care Agent 5. Engage

  23. Overview Enable proactive customer service by queuing and assigning social web posts to appropriate staff Complement brand monitoring dashboards Cisco SocialMiner 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

  24. SocialMiner Architecture SocialMiner Gadgets • All-in-one Software Appliance • Linux Operation System • Apache Tomcat Web Server • Cassandra Datastore • Informix Reporting Database • Cisco Provided OVF Template (Required) • Any Server Platform • Gadget Container • REST APIs • OpenSocial Gadgets Cisco Application Interfaces Gadget Container Web Services Cisco SocialMiner Services • Runtime • Datastore • Reporting Database • Indexer • Eventing • External Services • SMTP Mail Service Interface • XMPP Interface • Active Directory Virtualization Standard Server Hardware

  25. 8.5(5) Feature List 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

  26. Web chatWith Unified CCX 9.0

  27. WebChat

  28. Web-chat • 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

  29. Agent UI – chat offered • Configurable Agent no answer timeout. • Chat contact gets re-queued and Agent goes “Not ready” after time out. Agent No Answer Timeout

  30. Agent UI – chat in progress Reply template Integrated to SocialMiner

  31. Chat Supervisor Real Time Reports 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

  32. Web chat Historical Reports • 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

  33. Real Time Reports for Administrator • Separate new section in RTR • 3 Web chat Real Time Reports: • Overall Chat stats • Chat Resource Stats • Chat CSQ stats

  34. Easy 5 step configuration • Create Chat CSQ • Simple SocialMiner Configuration • Global parameter settings • Create Chat widget sample HTML code for Website • Create teams Web chat Administration

  35. Customer Typical Web chat Deployment Web chat subsystem sees Agent state and delivers chat contact to web based Agent interface Customer sends web chat request Customer Chat UI Chat contact enters SocialMiner Unified CCX Primary CAD UCCX Chat Proxy Social Miner Customer WebSite Agent Chat UI Secondary May Be Hosted Real time reports for supervisor, administrator and reporting users and historical reports for HR user Agent The chat reply gadget is rendered to Agent interface Corporate firewall WWW DMZ

  36. CCX Roadmap CCX9.0 CCX9.5 CCX 8.5 • Customer Webchat • CUIC Co-resident with CCX • Unified sign on for admin • Improved security with SElinux • CME support removal • New end point and server support • Finesse for CCX • Webchat phase 2 • Mediasense for CCX • Spec-based VM support for UCS and non-UCS • Outbound IVR • Scale to 400 agents • Serviceability enhancements • New WFO UI • Mobile Skill Manager (SU3)

  37. Cisco Unified Contact Center Express CCX 9.0.2 Q12013 CCX 9.0 Available today CCX 10.0 2H2013 • Embedded CUIC for historical reporting • Single session Web Chat • Unified Sign On for CCX administration applications • SELinuxsupport • WFO support for MediaSense • Web 2.0 supervisor UI for WFO • Mobile Skill Manager • CME support removal • CUIC Enhancements • Relative filters • Summary reports • Jabber as agent device • Administration API • Campaign Mgmt API • Configuration API • Tandberg End point (EX60,EX90) & new IP phones. • Virtualization – New ID • Embedded Cisco Finesse for CCXph 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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