Next Generation
Contact Center
Mario Gianni
Technical Consultant – EMEA Customer Collaboration Team
December 6 th, 2011
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• Cisco Customer Collaboration
• Contact Center Enterprise
Playbook
Precision Routing
CUIC
• Contact Center Enterprise Components
Finesse
SocialMiner
MediaSense
VXI
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Virtual
Contact Center
Routing & Reporting
SocialMiner
Social Media
Customer Care
Speech
Self-Service
MediaSense
Multi-Media
Capture & Storage
Customer Collaboration
Finesse
Agent Desktop
Enterprise Experts
Multichannel / CRM
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Video-Enabled
Customer Care
Cisco Public
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Cisco Unified Communication Manager Queuing
• Basic solution with Hunt Groups and Queue functionality for
small workgroups and basic helpdesks
Cisco Unified Contact Center Express
• All-in-one multi-channel solution for small and medium sized
helpdesks and contact centers up to 400 agents
Packaged Cisco Unified Contact Center Enterprise
• Pre-packaged All-in-one contact center solution for medium and
large sized contact centers up to 1000 agents
Cisco Unified Unified Contact Center Enterprise
• Highly customizable contact center solution for medium and
large contact centers up to 12000 agents
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Finesse
Customer
Voice Portal
Outbound
CTI OS (API)
E-Mail
Interaction
Manager
Agent Desktop (CAD)
Web
Interaction
Manager
SocialMiner
Video
Intelligence Center
Contact Center Enterprise
MediaSense
Unified Communications Manager
Applications Platform
Unified Computing System
360°
view of your
customer
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#2 ACD Share
#1 in IVR
25%
13.3%
2010
2010
Closed Gap with Avaya
9.9% in North America
Execution of #1 Plan
Source: Gartner
Avaya/Nortel 9% drop
Genesys 25% reduction
Source: Tern Systems
Quality
Awards
2011 CRM Service
Award Winner
2011 Enterprise
Connect Best in Show
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Cisco Confidential
4.29
FY11
Customer
Satisfaction
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• Prescriptive guidance on sizing, voice network resources, software
version numbers, and call flows to meet customer needs
• The Enterprise Customer Collaboration Playbook delivers a
methodology and a set of tools to sell and deploy pre-defined,
standardized deployment models.
• Provides “customer ready” business benefits and strategies to help
customers understand the solution and value in the models defined
by the playbook.
• Features design documents and Cisco leading practice guidance to
tailor the solution to customer‟s specific needs.
• Allows partners to leverage Cisco‟s Assessment to Quality (A2Q)
“Fast Track” review and approval process.
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• Current Playbook
Pre-Designed Solution Spec
Sizing Calculators
Reduce Pre-Sales Time
• Playbook Evolution
Packaged Offer
Solution Simplification
Simplified Ordering
Single Box Deployment
Easy to Deploy, Operate and Maintain
Reduce Pre-Sales and Post-Sales Time
Mainstream Market Adoption
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Simplify
Ordering
Fall 2011
Simplify
Packaging
End 2011
© 2010 Cisco and/or its affiliates. All rights reserved.
Simplify Day 2
Provisioning &
Operations
Mid 2012
Simplify Day 1
Commissioning
End 2012
Simplify
Scripting
Solution
Install
Simplify
options
Scale up
Future
Cisco Public
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Simplified Ordering (Fall 2011):
• Effortless ordering with new SKU bundle created specifically for the new
Playbook 1000 deployment model
Simplified Packaging (Winter 2011):
• Playbook model for 1000 agents „CC PAC M1‟
•
•
Pre-designed deployment and pre-sized UCS-C hardware
Single Server for CCE, CVP, CUIC, and CUCM
(Requires second server for redundancy)
• Reduced time to build deployments
•
New process and tools for a faster install
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Simplified Operations and Maintenance (Mid 2012):
• New Web 2.0 User Interface for Day to Day Contact Center
Management, including:
Administration of agents, phones, agent teams, supervisors, reason
codes, etc.
• Boundary management
Guided user interface to prevent user from misconfiguring the system
and stay within the deployment boundaries for Playbook 1000
• Web API for the day to day tasks for easy integration with other
enterprise applications
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Playbook Deployment CC PAC M1
(up to 1000 agents)
SRND
Deployment
Single Box Rich Voice ACD
Options
Available
IP IVR
Web Configuration
Outbound
Parent/Child
Voice ACD (CCE)
Multichannel
CRM
Reporting (CUIC)
Speech
TDM
Call Control (UCM)
Social Media
RSM
Self Service (CVP)
Recording
Etc.
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SRND Ordering for 1000 agents
Playbook Ordering for 1000 agents
Over 600 SKUs to choose from
95% reduced number of SKUs
SKUs split over multiple bundles
CCBU Bundle ‘IPCE-BUNDLE’
Single SKU bundle for CCE, CVP,
CUCM, and UCS
• 200 Product SKU options
Playbook Bundle ‘CC PAC M1’
• 220 UCSS SKU options
• 3 CCBU Product SKU options
• 5 MCS server models
• 5 CCBU UCSS SKU options
IPCBU Bundle ‘CUCM-USR-LIC’
• 2 CUCM Product SKU options
• 80 CUCM Product SKU options
• 4 CUCM UCSS SKU options
• 90 CUCM UCSS SKU options
• 1 UCS-C server model
UCS ordering in separate bundle
Number of servers: 4 + 4
Number of servers: 1 + 1
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Top Level SKU ‘CC-PAC-M1’
SKU Options
Description
Contact Center Enterprise
CCE-PB-SVR
Server license and Media Kit for CCE, CVP, and CUIC
CCE-PB-AGENTS
CCE Premium CTI Agent + CVP Queue Ports + CVP Redundant Ports
CC-WIN2K3-STD-1COA (Optional)
Windows Server 2003 Standard with option for SQL Server 2005 Standard
Communications Manager
LIC-CUCM-USR-A (Optional)
Unified Communications Manager Enhanced Single User-Under 1K
CUCM-UCS-1000-86 (Optional)
Unified Communications Manager 8.6 Server Software
Server
UCS-C server
UCS-C server pre-sized for 1000 agent playbook model
UCSS
CCE and UCM UCSS SKUs
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1,2,3, and 5 year UCSS options for Enterprise and Communication Manager SKUs
Cisco Public
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Predefined, static
skill groups to catch
macro skills. Infinite
combinations of
skill groups need to
be managed
Sales
Wealth
Sales
Insurance
Support
Auto
Support
Mortgage
Agent profiles are
locked into the
combination of
core attributes
Unique Resource
attributes are lost
during skill
mapping
© 2010 Cisco and/or its affiliates. All rights reserved.
Reporting is locked and
non-reactive
Skill
Wealth
Sales
Skill
Insurance
Sales
Skill
Auto
Support
Skill
Mortgage
Support
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Jen
Sam
John
English
Auto
Home
Boat
Up Sell Cross Sell
Certified
English
Auto
Boat
Up Sell Cross Sell
Certified
English
Spanish
Auto
Home
Up Sell Cross Sell
Not Certified
Boat
Boat
Spanish
English
Certified
Certified
Auto
Spanish
Certified
Auto
English
Certified
Auto
Spanish
Certified
Any
Auto
English
Certified
Any
© 2010 Cisco and/or its affiliates. All rights reserved.
Boat
Spanish
Certified
Any
Boat
English
Certified
Any
Home
Spanish
Certified
Any
Home
English
Certified
Any
Home
Home
Spanish
English
Certified
Certified
Boat
Boat
English
Spanish
Up Sell
Cross
Sell
Up Sell
Cross
Sell
Home
Spanish
Up Sell
Cross
Sell
Home
English
Up Sell
Cross
Sell
Auto
Auto
Spanish
English
Up Sell
Cross
Sell
Up Sell
Cross
Sell
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Customer Insight
(CTI, Portals, Social Media)
Customer Attributes
Product
Language
Intent
Relationship
Entitlement
Special
Care
Emotion
Risk
Experience
Extended Attributes
Core Attributes
Precision Routing
Multiple Attributes Match
Find Most Proficient Agent
Resource Attributes
Knowledge /
Shared Content
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Enterprise
Communication
Profile
Public / Private
Social Identity
Enterprise
Directories and
Application Profiles
Cisco Public
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Four Branches
Boston, Dallas,
Chicago and Seattle
Two Languages
English and
Spanish
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Two Products
Auto Insurance
and Life
Insurance
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Two types of Attributes:
• Proficiency: Numeric attributes with ranking from 1 to 100
• Boolean: Exists or not, useful when don‟t need a specific value
Examples:
Name
Type
English
Proficiency (or Boolean)
Auto Insurance
Proficiency (or Boolean)
Department ID
Boolean
Boston
Boolean
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Sam
© 2010 Cisco and/or its affiliates. All rights reserved.
English = 80
Auto Ins = 55
Life Ins = 90
Boston = True
John
English = 50
Spanish = 90
Auto Ins = 80
Dallas = True
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 New multi-dimensional
and multi-step queues
that define customer
experience
 Attribute combination
defines the dimensions
of the queue
PQ: Auto English Boston
 Multi-step allows to
methodically expands
agent search pool
 Precision Queues
maintain Step level
metrics for real time
reporting
© 2010 Cisco and/or its affiliates. All rights reserved.
Step 1
• Auto Insurance ≥ 85
• English ≥ 80
• Boston
Step 2
• Auto Insurance ≥ 65
• English ≥ 60
• Boston
Step 3
Wait
20
seconds
Wait
30
seconds
• Auto Insurance ≥ 50
• English ≥ 50
• Any location
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Start
Call remains queued at the
PQ step as it leaves the
PQ node for any additional
VRU treatment
VRU treatment
Call can be queued to
multiple Precision Queues
as well as Skill Groups
Decision logic
Precision
Queue
Auto English
Boston
© 2010 Cisco and/or its affiliates. All rights reserved.
Precision
Queue
Auto Spanish
Boston
Precision
Queue
Auto English
Chicago
Precision
Queue
Auto
<language>
<location>
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 Precision Queues analogous to Skill Groups, provide same metrics
 More granular data with minimal learning curve
 4 new and 4 modified CUIC templates:
Real Time
• Agent Real Time (with both Skill Group and Precision Queue)
• Agent Team Real Time (with both Skill Group & Precision Queue)
• Precision Queue Real Time* (similar to Skill Group Real Time)
Historical
• Agent Queue Interval (with both Skill Group & Precision Queue)
• Precision Queue Interval* (similar to Skill Group Interval)
• Call Type Queue (with both Skill Group and Precision Queue)
Membership
• Agent Precision Queue Member* (list of all PQs for each agent)
• Precision Queue Member* (list of all agents in each PQ)
* New CUIC Template
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API
Mary‟s Attributes
Fluent in English
Fluent in English
Cert. to sell Home Ins.
Cert. to sell Home Ins.
Cert. to sell Auto Ins.
HR
Database
English
Auto
Insurance
Sales
Precision Routing
• Fluent in English
• Cert. to sell Auto Ins.
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Features
• Real-time and historical dashboards include
charts, grids, web content, notes to team
• Wizard-based interface to extend reporting
to data sources inside and outside Contact
Center
• Highly customizable look and feel
• User groups & access control to data,
reports and capabilities
• Thresholds & Drill Downs
• Time Zone preference
Benefits
• Automate manual consolidation of data in a
single dashboard
• Reduce customization costs via end-user
access to some customization
• Increase speed to find information via preconfigured drill-down information
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• Number of deployments doubling every quarter
• Incremental releases every 3-4 months
• Product focus
Integration with other Cisco products (DMS, EIM/WIM, CCX)
Developer Enhancements
Security
• Sales enablement focus
Ease the transition from other platforms
Taking it beyond those other platforms
Pre-Sales
Reporting
Discussions
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Report
Migration
(Limit change)
Partner-led
training and
discovery
Customization
Transformation
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Reports that are recognizable to
CMS users
Identify Field Differences
VDN vs Peripheral
Demonstrate Key Advantages
Switch to alternate views
Voice, chat and email agents
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Overview
• Web 2.0 SDK for Unified Contact Center Enterprise
and Express
• Thin Client Agent Desktop built using industry
standards
Features
• Open Source to lower the cost of customization
• Compliant with OpenSocial Gadget standard
• Web SDK is common to CCE and CCX – apps using
the SDK will work on either platform
• Chat and Presence via Cisco Unified Presence
• Seamless integration with Cisco Media Capture
Platform, Cisco Unified Intelligence Center, Customer
Collaboration Platform and Cisco Quad
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CTI-OS
Cisco Finesse
Advantages
• Fully Customizable
• Extensive Developer Ecosystem
• Scale to 2000 concurrent agents
Drawbacks
• Thick Client
• Minimal Out-of-Box Functionality
• Look and Feel
• Legacy Integration Methods
• Lack of configuration granularity
CAD
Advantages
• Powerful Workflow Engine
• Granular, Group-based Configuration
• Fully featured Application
• Common to CCE and CCX
Drawbacks
• Not a toolkit
• Look and Feel
• Thick Client
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Scale
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 Zero-Footprint on client
 Mandatory Administration Workstation (AW)
Cisco Finesse Client
Cisco Finesse Server
VOS Virtual Machine
Web
Services
Gadget
Container
Authentication
via AW
Cisco
Unified
Contact Center
Enterprise
PG
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CTI
(2 All Events Clients)
Custom
Applications
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• Provides a plug & play
mechanism to enable
multi-channel within Cisco
Finesse
• Routing of various
collaboration channels
exclusively via UCCE,
powered by B&S MCAL
• Support for Email, Chat &
Tasks (Voicemail, SMS,
Tickets, Fax, Documents,
etc.)
• Standalone or embedded
in Cisco Finesse
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Overview
• Enable proactive customer service by queuing
and assigning customer 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
• 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
Web
Services
Gadget
Container
Cisco SocialMiner Services
•Runtime
•Datastore
•Reporting Database
•Indexer
•Eventing
External Services
•SMTP Mail Service Interface
•XMPP Interface
•Active Directory
 Gadget Container
 REST APIs
 All-in-one Software Appliance
Linux Operation System
Apache Tomcat Web Server
Cassandra Datastore
Informix Reporting Database
Virtualization
 Cisco Provided OVF Template
Standard Server Hardware
 Any Server Platform
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SocialMiner Capture
Twitter
Facebook
Reporting Services
• Cisco Unified
Intelligence Center
RSS
Notification services
REST API for
Custom Feeds
Cisco SocialMiner
• XMPP/Jabber
• SMTP Email and SMS
• HTTP
Publication Services
• RSS
Authentication Services
• Active Directory
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SocialMiner Capture
Cisco SocialMiner
Script Filter
Influence
Bookmarklet
Bookmarklet
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•
Cisco‟s Media Capture platform provides open standards, network-based
recording of media, including audio and video, with rich metadata to facilitate
use by business and analytics applications.
•
Cisco‟s Media Capture platform provides an efficient, cost-effective
foundation for capturing, preserving, and mining business intelligence from
conversations.
•
MediaSense is an IP media recording and playback platform that implements
open interfaces using Open Recording Architecture (ORA). It provides the
following features:
•
Record audio, video. Various capabilities such as tag, management,
search, monitor, playback, and other functions are provided to the endusers.
•
Open end-user/developer APIs allows developers to write their own
applications using MediaSense APIs and produce their own UIs.
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Cisco Partner Applications
Compliance
Quality
Monitoring
Workforce
Management
Speech/
Behavioral
Analytics
Open Web 2.0 APIs
Cisco Infrastructure
• Capture
• Storage
• Streaming
• Metadata DB
• Export / Transcode
• Tagging
Network Elements
CUBE
© 2010 Cisco and/or its affiliates. All rights reserved.
Session
Management
SAN
MediaSense Services
Cisco Public
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Application Layer
Services Layer
Media capture & storage
Network Layer
Phones
© 2010 Cisco and/or its affiliates. All rights reserved.
MediaSense
Gateways
Web services APIs
Call Control
Cisco Public
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Applications
Apps
Services
Cisco &
3rd
Party
Apps
Web 2.0 APIs
Web 2.0 APIs
Application, User,
& Configuration
Management
Application, User,
& Configuration
Management
Redundant
Metadata
database
Media
Management
SIP
Call
Control
Network
Apps
Replay &
Monitoring
Media
Capture &
Streaming
…
Call Control
© 2010 Cisco and/or its affiliates. All rights reserved.
SIP
Call
Control
Media
Capture &
Streaming
Add media servers
for scalability and
high-availability
Redundant
Metadata
database
Media
Management
SIP
Call
Control
Media
Capture &
Streaming
Fibre Channel
SAN storage
SAN
…
SIP
Call
Control
Media
Capture &
Streaming
CUBE
Gateway, SBC,
or
Phone
Cisco Public
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Custom and 3rd party
Applications
Cisco MediaSense
•
•
•
•
•
•
•
•
Live media streaming
HTTP and RTSP media access
Clustering for high availability
Cisco UCS (B and C series)
VMware ESXi 4.0/4.1
Fiber-channel SAN
Unified CM 8.5 and beyond
Cisco IP Phones with BiB
© 2010 Cisco and/or its affiliates. All rights reserved.
MediaSense
Unified CM 8.5
Cisco IP
Phones
Cisco Public
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Callers
MediaSense
CUBE
Network Media
Forking
SAN storage
3rd party
Speech
Analytics
CUBE Enterprise
Edition
Agents
Agents
(anywhere)
(anywhere)
Site One
Site Two
• Continuously record a call regardless of destination or transfers
• Improves TCO and ROI through server, trunking, port consolidation
• Centralized management and deployment eliminates redundancy
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Data Center
MediaSense
Cluster on UCS
Local
Callers
Partner
Application
Site 1
Local
Callers
MediaSense
On UCS Express
Blade in Router
SAN
storage
Centralized UCM Cluster
Quality Monitoring,
Data Storage &
Management
Site 2
• Capture calls in the branch
• Management, control, and data storage are centralized / simplified
• 3rd party Quality Management and Media Management applications in
datacenter
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Straightforward
Use Case
Deployment
Flexibility
Cost
Savings
• No Offline Access
• Homogenous
Application Usage
• Work-At-Home Agents
• Seasonal Workers
• Outsourcers
• Clear ROI
• CC focus on cost
Contact Center leading VDI adoption
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Zero Clients
Zero Clients
Software
Appliance
Thin Client
Enterprise Tablet
VXC 2100
Series
VXC 2200
Series
VXC 4000
VXC 6215
Cisco Cius
Shipping
Shipping
Available
Q4CY11
Available
Q1CY12
Shipping
Recent additions to the Virtualization
Experience Clients (VXC) portfolio
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CTI Toolkit
with VXC
21xx/22xx
Now
© 2010 Cisco and/or its affiliates. All rights reserved.
Finesse with
VXC
21xx/22xx
Dec 2011
Support for
VXC6815
Mid CY2012
Finesse integrated
with VXC
H2 CY2012
Cisco Public
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Thank you.
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