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BRKCCT-1051
Jim Lundy, Product Manager @FluxPM
Cisco Unified Contact Center Enterprise and Customer Voice Portal Overview and Roadmap
© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Disclaimer
• The Cisco products, services or features identified in this document may not yet be available or may not be available in all areas and may be subject to change without notice, and Cisco will have no liability for delay in the delivery or failure to deliver any of the products or features set forth in this document. Consult your local Cisco business contact for information on the products or services available in your area.
• You can find additional information via Cisco’s World Wide Web server at http://www.cisco.com. Actual performance and environmental costs of Cisco products will vary depending on individual customer configurations and conditions.
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Key Topics
• Market Outlook
• CCE Solution Overview
• UCCE / CVP Update
Enterprise
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Top Three Trends
• Consolidation and Centralization of Infrastructure
– Requires multi-tenancy for department autonomy
• Cost Optimization
– Desktop Virtualization and Gadgets
– Server Reduction
– Self-Service
– Multi-Media
– Call Recording
• Contact Center Focus
– Simplicity of Operation Coupled with Advanced Application Use
Contact Center
Source: Gartner Group
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Waves of Customer Collaboration Innovation
IDEO
Drive, run, or walk to your customers with technology, information,
and personalized service.”
Tom Kelley
“
Wave 2:
Relationship
Wave 1:
Cost
Wave 3:
Experience
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Web Site
Customer Interaction Dynamics
• Repeatable transactional activity deflected to web and mobile channels
• Live support role evolving to:
– Exception handling
– High touch consulting (adding video, collaboration)
– Cross channel conversations
Agents
IVR
Agents
Mobile
IVR
Agents
Web Site
IVR
Agents
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Market Differentiating Quality
Open S1-S5 Defects
Zero
Testing Automated
100%
Running Nightly
Test Pass Rate
100%
Build Integration
Continuous
Static Analysis Violations
Zero Code Complexity
Low
Monitored Constantly
Detail Design, Code, and Test
Reviews
All Checkins
Rapid Customer Feedback of New Feature & Quality
via Sprint Demos
Resulting Success
4.04 4.02
4.09
4.21
4.33
3.95
4.05
4.15
4.25
4.35
CBABU CSAT
819
104 50 25
0
200
400
600
800
1000
UCCE 7.0FCS
(Waterfall)
UCCE 8.0FCS
(Agile)
UCCE 9.0FCS
(Agile)
UCCE 10.0Current(Agile
UCCE Open Defect Backlog
Less is More
Reduced portfolio ‘lines of code’ from ~20M to 9M, while adding:
• Precision Routing
• CUIC
• Finesse
• MediaSense
• SocialMiner
• Packaged CCE
• HCS-CC
• Livedata for PCCE
• CC for BE6K
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Worldwide Contact Center Market Share (Rev)
• Avaya leads with 35.3% market share
• Cisco second with 18.7% market share
• Cisco has closed market share gap with Avaya by 6.9 points since 2009
• Genesys and Interactive intelligence are in third and fourth positions with 10.1% and 9.1% market shares respectively
Source: Synergy
0%
10%
20%
30%
40%
2009 2010 2011 2012 2013
Avaya
Cisco
Huawei
Genesys
Aspect
ININ
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
North America Contact Center Market Share (Rev)
• Avaya leads with 36.0% market share
• Cisco is second with 28.5% market share
• Cisco has closed market share gap with Avaya by 17.3 points since 2009
• Interactive intelligence and Aspect are in third and fourth positions with 14.0% and 10.2% market shares respectively
Source: Synergy
0%
10%
20%
30%
40%
50%
2009 2010 2011 2012 2013
Avaya
Cisco
Mitel NEC
Aspect ININ
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Contact Center Joins Cisco Collaboration Leadership
Gartner “Magic Quadrant for Contact
Center Infrastructure” by Drew Kraus,
Geoff Johnson & Steve Blood, June 2013.
This graphic was published by Gartner, Inc. as part of a larger research document
and should be evaluated in the context of the entire document. The Gartner
document is available upon request from Cisco Systems. Gartner does not endorse
any vendor, product or service depicted in its research publications, and does not
advise technology users to select only those vendors with the highest ratings.
Gartner research publications consist of the opinions of Gartner's research
organization and should not be construed as statements of fact. Gartner disclaims all
warranties, expressed or implied, with respect to this research, including any
warranties of merchantability or fitness for a particular purpose.
Contact Center Drives Cisco Collaboration Leadership
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Cisco Customer Collaboration Contact Center Results
#2 ACD Share
Quality Awards
30% in NA Closed gap on Avaya by 7
points WW since 2009
Execution of #1 Plan
2014 CRM Service Awards: • Winner in CC Infrastructure
• Leader in IVR CBABU Customer Sat
Source: Synergy
#1 in IVR
Source: Tern Systems
Over 40% WW
4.28
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Cisco Unified Contact Center Single Platform for all Channels
Contact Center Enterprise
Customer
Voice Portal
Interaction
Manager
Web
Interaction
Manager
SocialMiner on
Collaboration
Platform
Outbound
Finesse (desktop and web API)
Intelligence Center
MediaSense
Scale Customization Distributed Resilient
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Single Platform for Inbound and Outbound Long Distance (800) Carrier
Local Exchange Carrier
Local Exchange Carrier
Office with agents and
gateways Office with agents only Cisco Virtual Office
(home agent with
broadband)
Mobile Agent
Datacenter A
WAN/Internet
Datacenter B
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CCE Solution Overview
© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Customer Voice Portal (CVP) Network-based Self-Service, Queuing
The Cisco Customer Voice Portal provides an industry-standard VXML call processing
platform to provide advanced speech/self-service applications. With an Eclipse-based
service creation environment, it provides a rich web-services experience
CVP leverages the power of the Cisco network, using the built-in VXML browser
capability of the Cisco Voice Gateway – allowing for caller treatment anywhere on the
network without having to bring the call to a central IVR “box”
CVP provides advanced features such as:
Courtesy Call Back Allows callers in queue to hang up and be
called back when an agent is free to help
them
Improves customer satisfaction, reduces telco
costs for queued calls, improves agent efficiency
Post-Call Survey Automatically sends the caller to a survey
at the end of the call
Increases survey participation, more immediate
results, less expensive, uses existing call
Video Integration Allows agent and caller to interact with
Video
Improves customer experience with more visual
interaction
SIP Header/UUI
Integration
Allows 3rd party systems to include data in
call messaging
Improves interoperability with 3rd party /
outsourced systems and lowers costs for
integration
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
CVP Architecture
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Finesse Agent Experience A container application that reduces cost of integration
Configurable Tabs
Administrators define tab
names
Finesse Gadgets
Administrators define which
gadgets go on each tab
Agent State
Controls
9.0
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Cisco Unified Intelligence Center (CUIC)
Customizable presentation layer cross product
Present real-time and historical data in a
single dashboard to reduce manual steps
Reduce manual consolidation of real-time and
historical data by presenting it in a single
dashboard
Wizard-based interface extends reporting to
data sources inside and outside the contact
center
Link reports to provide controlled access to
drill down, up and across
8.0
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
E-mail Interaction Manager (EIM)
Voice Controls
Data Adapters, Knowledge Base, Customer History, etc
E-mail/ Chat Inbox
E-mail/ Chat Response
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Web Interaction Manager (WIM)
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
SocialMiner Social media customer care
1. Capture
2. Analyze & Prioritize
3. Communication Workflow
4. Assign
Customer
Airline lost my luggage!
Social Media Customer Care Agent 5. Engage
Cisco SocialMiner
8.5
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Services Framework Evolution
Contact Center Enterprise
Customer
Voice Portal
Interaction
Manager
Web
Interaction
Manager
SocialMiner
on Customer
Collaboration
Platform
Outbound
Finesse (desktop and web API)
Intelligence Center
MediaSense
Customer Collaboration
Platform:
Next generation multi-service
appliance for Wave 3
customer care needs
SocialMiner
Web Chat
(post 10.0)
Workflow and
Notification
Mobile and
Web Callback
(10.0)
Internet
Enterprise Applications
Web Infrastructure
HTTP
• Simple
• Web centric
• Scalable
Contact Center Enterprise
bridges legacy and next gen
needs with a single consistent
management, reporting and
agent interface framework
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
MediaSense
• SIP Interface
– Listens for SIP calls
– Record and playback audio and video
• Search and Play
– Search all recordings in a cluster
– Playback & Storage of recordings
– Live stream actively recording sessions
• API
– REST-like APIs to video-enable apps
– Get recording events
– Pause recording (compliance)
– Retrieve recordings for archival
APIs
SIP
Search
And
Play
8.5
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Contact Center Management Portal (CCMP)
• Unified web provisioning of CCE and Communications Manager
• Departmental Separation Supporting Multiple Business Units
• Audit Tracking of Configuration Changes
• Scale and Capacity
Distributed Management Strategy
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Integrated Outbound
• Call by Call blending
• Dialing modes
– Preview
– Progressive
– Predictive
• Campaigns
– Agent-based
– CVP-based
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Cisco Customer Collaboration Platforms
Cisco® Unified
Contact Center
Enterprise (CCE)
Cisco Unified
Contact Center Express (CCX)
High Touch
Mid Market
Attach Market
Hosted
Collaboration Solution for
Contact Center (HCS-CC)
Packaged CCE
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Packaged Contact Center Enterprise (PCCE) Contact Center Portfolio
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Contact Center Enterprise Designed for medium to large mission
critical customer contact centers
requiring a highly flexible and easily
customized solution
• Highly scalable
• Distributed Queuing
• Exclusively deployed as fault
tolerant
• Multivendor interoperability
• Sophisticated features: reporting,
analytics, call routing, etc.
• Rich set of interfaces for
application integration
Contact Center Express All-in-one, easy to deploy and use
multi-channel solution for small and
medium sized contact centers
• Rich set of features in a box
• Single VM deployment
• Integrated to Cisco Unified
Communications Manager tools
• Quick deployment
• Out-of-the-box Desktop
• Optional Workforce Optimization
9.0
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Packaged Contact Center Enterprise (PCCE) Contact Center Enterprise
• Highly scalable • Distributed queuing • Exclusively deployed
as fault tolerant • Multivendor
interoperability • Sophisticated
features: reporting, analytics, call routing, etc.
• Rich set of interfaces for application integration
Packaged
CCE
Pre-packaged contact center solution • Predesigned and bounded solution • Up to 1000 Agents
• Single box deployment
(two for redundancy)
• Simplified Management
Interface
• Replicable, lower-touch
approach for high volume
9.0
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Packaged Contact Center Enterprise (PCCE)
Simplified Mid-Market Package
Multichannel
Social Media
Speech
Inbound & Outbound Voice (CCE)
Reporting (Intelligence Center)
Call Control (Communication Mgr)
Self Service (CVP)
Single Box Rich Voice ACD Options
Available
CRM
Recording
Packaged CCE Model CCE-PAC-M1: Up to 1000 agents on UCS-C series
Desktop (Finesse or CTIOS)
Ext. HDS
Scale
IP IVR
Parent/Child
CCMP
CAD
TDM
Unified CCE Flexible Models
Etc.
Migration
9.0
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Remote Expert (RE)
• Video agent endpoints:
– 8941, 8945, 8961, 9951, 9971, EX60, EX90
• Supplementary services from agent desktop
– Hold/Retrieve, Alternate/Reconnect, Blind/Consult, Transfer/Conference
• Optional CVP-Controlled video queue treatment
– CVP call control
– Video treatment from Telepresence Content Server
Enhanced UCCE / CVP Video Support
9.0
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Remote Expert (RE)
• Optional component required for video treatment for calls in queue
• Integrates to CVP similarly to VXML browser
• Record and stream video in queue
• Seamless workflow with Media Experience Engine (MXE)
Telepresence Content Server (TCS)
9.0
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UCCE / CVP Update
UCCE / CVP Update v10.0
© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Deployment Types
• Goal: Simplify Install & Deployment
• Move towards Reference Deployments
• Choose Deployment Type at Configuration
• Enables specific configurations for PCCE, HCS, etc.
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Agent Request API
1. Self
Service does
not address
customer
issue
2. Live agent
support
request
3. Customer
context
analyzed
4. Callback initiated
4. Best agent
identified
REST API on Customer
Collaboration Platform
Precision Routing work
assignment
Finesse agent controls
and customer context
presentation
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Departments
• Routing Separated by Internet Script Editor (ISE) Proxy
• Bring the benefits of virtualization and regional/operational consolidation to contact centers
CCMP Day 2 Tenancy via ISE
Proxy
Shared
Call Studio Day 1 Config
Department 1
Department 2
Department 3
UCCE
Tenants
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
UCCE 10.0(1)
• Deployment Types
• Agent Request API
• Departments
• + Agent dialing
• A-law codec support
• Avaya 10-Digit dialing
• SQL Server 2k8 SP2 Qualification
Features
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
New Endpoints
• DX650 Desk Phone
– Android desk phone:
– customizable home screens, communications widgets, ringtones, and more
• 7821 / 7841 / 7861
– Mid-line Refresh phones
– 3.5” Monochrome screen, variety of programmable keys
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Virtualization Support
• Provides deployment flexibility and customer platform choices
• Simplified support with Cisco reference configurations
• Server consolidation: reduce space, power, cooling, cabling, and management resources
• Specification-based flexibility for 3rd-party HW
• Virtualized-only from v10 onward (No MCS)
• ICM tested on UCS platform
http://docwiki.cisco.com/wiki/Unified_Contact_Center_Enterprise
C Series
C Series
B Series
3rd party
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
UCCE 10.0(1)
• New endpoint Qualification
• ICM with UCS Qualification
• Spec-based Hardware Qualification
• CUBE for Outbound Qualification (No CPA)
• Nexus 1000V Qualification
• Aspect 6.4 Qualification
• Sprint NIC Qualification
Hardware
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
UCCE 10.0(1)
• Rewrites:
– Install & Upgrade Guide
– SRND refactored into a new Design Guide
• New:
– Features Guide, consolidates feature information
• Retired:
– 16 books eliminated
– Doc page count reduced by 25%
– Obsolete terms scrubbed
Documentation Changes
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
• Price basis: Fixed price based on total Knowledge Worker population. Customer Collaboration Suite based on agents and ports
• Comprehensive: Unlimited application consumption without true-ups
• Term: 3- or 5-year with periodic payments (e.g. annual) via Cisco Capital
• Investment protection: Favorably converts existing software and services
• Perpetual rights to deployed on-premise software
• Subscription, Technical Support, and Advanced Services renewal options
Offer
Basis
End of
Term
Cisco Enterprise Agreement for Collaboration
Cisco Enterprise
Agreement for
Collaboration
Unlimited, enterprise-wide
access to
Collaboration Suites
• Unified Contact Center Enterprise
• Premium agent
• CUIC premium
• Outbound Option
• CCMP management
• SocialMiner Application (social media)
• Unified Customer Voice Portal (CVP)
• CVP Ports
• Redundant CVP Ports
• CVP Reporting Premium
• CVP Studio
Customer Collaboration Suite:
500 seat/port minimum
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Customer Collaboration Suite
• Unified Contact Center Enterprise – Premium agent – CUIC premium – Outbound Option – CCMP management (Exony) – SocialMiner Application (social media)
• Unified Customer Voice Portal (CVP)
– CVP Studio – Redundant CVP Ports – CVP Reporting Premium
• 500 seat/port minimum
What’s Included?
• Unified Contact Center Express • EIM/WIM (email & Web multichannel) • All S+ offers
– Speech Licenses (Nuance) – CRM Connectors (Bucher+Suter) – VIM (Exony) – eService (eGain) – WFO (Calabrio, NICE) – Campaign Management (ALI)
• MediaSense Application (recording) • Cisco Remote Expert • CUCM and phones, CUSP • IOS Licenses
– VXML Browser – CUBE
Included NOT Included
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
UCCE 10.0(1)
• Multiple Domains in a single Forest
• Allow SET node on ANI
• Enable full router dump
• Fill Factor for Database
• Caller-specific MOH
• Limited shared line support for 1 agent: M devices
• Vertical Bar “|” delimiter with outbound import file
• Separate UCCE and Language Pack install
• Increase CTIOS All Events Clients Max
Additional Features
45
© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
What’s fading in UCCE 10.0(1) Deprecations
Feature Replacement
CCE/H and ICM/H (hosted)
Deployments
Hosted Contact Center (HCS)
SCCP Dialer SIP Dialer
Agent Routing Service (ARS) PG Alternate PG
On-Demand Licensing for UCCE Hosted Contact Center (HCS)
/LOAD Configuration Parameter Agent will be set to NOT READY on
disconnect
Cisco Siebel CRM Connector Solutions+ CRM Connectors
Cisco 38xx ISR Gateway Current Gateway Models
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
What’s ending in UCCE 10.0(1) Features Removed
Feature Replacement
Scheduled Target Manager Scheduled Target Explorer
Win Vista & Win Server 2008 R2 support with ISE and
Admin Client
Supported OS
Win Vista support with CTI OS Supported OS
Localization for ISE Help No replacement
MDS/RDS Support for CTI OS No replacement
Cisco SAP CRM Connector Solutions+ CRM Connectors
CCX Child with CCE Parent in P/C Deployment Flattened Architecture
Multi-NAM Deployment Flattened Architecture
Aspect Spectrum PG (Rockwell) UCCE PG or Mobile Agent
MCI NIC, Sprint NIC CRSP and others
47
Old
Stuff
UCCE / CVP Update v10.5
© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
UCCE v10.5 Features
• Precision Routing Scaling & Features
• Customer-to-Agent Video
• Hardware & Endpoints
• Serviceability & Security
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Precision Routing
• Precision Routing enhancements – Option to skip (or stay) on a step in a Precision Queue
– Dynamic Precision Queue variables within the “If node”
– Match color of PQ node icon in script editor to other queuing nodes
• Doubled Capacity – Doubled the number of attributes per Precision Queue from 5 to 10
– Steps per system from 5,000 to 10,000
– Precision Queue per system from 2,000 to 4,000
Refresh
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Precision Routing: Dynamic If-Node Scripting Evaluate Precision Queue Conditions prior to Offering to Precision Queue
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Supervisor Functions
• Supervisor Reskilling and Re-attributing Tool (cceadmin)
Agent Reskilling
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Video
• Initial: Jabber for Windows
• Following:
– Jabber Guest
– Video Telephones
– TP Endpoints for CC
Customer-to-Agent video experience
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Hardware & Endpoints
• Virtualization Wiki: http://docwiki.cisco.com/wiki/Unified_Contact_Center_Enterprise
• New BE7000 HD, Storage TRC
• ESXi 5.5 Support
• 8821 / 8841 / 8861
– Mid-line Refresh phones
– 3.5” Monochrome screen
– Variety of programmable keys
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Serviceability & Security
• Serviceability Enhancements
– Bundling Mini-Dumps & OPCcap into SystemCLI “ShowTechSupport”
– Default set of PerfMon Counters for NodeManager
– 64-bit SNMP ExtensionAgent
– Prime Assurance
• Security Enhancements
– IPSec Support – Encryption of customer sensitive data
– Active Directory 2012 Support
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Prime - Contact Center Assurance module
• To be introduced with Prime Collaboration 10.5
• Available to CCE and HCS customers
• Focus is Contact Center Enterprise (not Express)
Assurance
Continuous
monitoring and
diagnostics
Provisioning
Simplified
deployment
and configuration
Analytics
Long term trending and analytics
• Pre-requisite: Prime Collaboration Assurance Advanced (monitoring endpoints and infrastructure)
• Joint effort of Cisco IT, BU Deployment Services team, Development
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Prime Assurance Value Proposition Robust Monitoring and Diagnostic Tool
Topology:
RT availability and relationship status
Event Correlation:
Isolates Root Cause from Symptoms
Performance dashboard:
Detect and fix performance issues
Call Trace:
Identify device that breaks a call flow
© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
• Eclipse upgrade
• Debug Breakpoints & Simulated Speech Integration
• Sub-flow reusable modules of small apps
• Better handling of “VXML, Java and custom exceptions”
• Service Assurance APIs for Cisco Prime
• Third party Load Balancers
• ESXi 5.5 support
58
CVP 10.5 New Features
© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Subflow
New Changes
New Subflow Subflow Call Subflow Return
Functionality
Organize the Call flow in functions
Reuse the same Subflow multiple times
Call Another Subflow from one Subflow
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Subflow Design
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Parameters in Subflow
Passing Parameters
• Functionality
• Pass parameters to subflow by value.
• Multiple parameters can be passed.
• Order of parameters Preserved.
• Variable Substitution is allowed
• Changes
• Parameter Setting on Subflow Connector Element
• Variable Declaration on Start of Subflow Element
Return Parameters
• Functionality
• Return values from Subflow.
• Multiple values can be returned.
• Order of return values Preserved.
• Variable Substitution is allowed
• Changes
• Value Setting on Subflow Return Element
• Variable Declaration on Subflow Connector
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Exception Handling
Error Handling like Java Exceptions
Exception Types
• Java Exception
• VXML Exception
• Custom Exception
Exception Handling Points
• Elements
• Start of Call
• Start of Subflow
• Call Subflow Element
Exception Rollback Exception Raise
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Debugger Enhancements
Speech Integration
• Listen to the prompts in debugger mode using local TTS Engine.
• Provide the speech input by using local ASR Engine.
Breakpoints
• Put Breakpoint and break the call flow execution any where and debug the application.
Setting Breakpoints
• At Element, At Subflow Call, At Flow Start, At any element Inside Subflow
Debugger Features
• Step Into, Step Over, Step Out, Resume, Terminate options with Subflow during debugging.
Exception View as Session Variable
Subflow Stack
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
UCCE 10.x Installation Paths
• Fresh install to any version
• Technology Refresh for HW Update
• Upgrade 9.0 / 10.0 to 10.5
8.0(1)
9.0(1)
8.0(3) 8.5(1) 8.5(2) 8.5(4)
9.0(last) TBD
Win2k3 or
Win2k8
SQL2k5
Win2k8
SQL2k8
Win2k3
SQL2k5
10.0(1) 10.0(last) TBD
Win2k8
SQL2k8
VM Only
10.5(1) 10.0(last) TBD
Win2k8
SQL2k8
VM Only
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If you are upgrading to V8.5...
• 8.5(2) is an MR and must be installed on top of the 8.0 major release
• 8.0(1) Media is Windows 2003 ONLY
• 8.0(1a) Respun media is BOTH Windows 2003 and Windows 2008 capable
• Shipped for 8.0 orders after July 15, 2011
• Shipped with 8.5
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© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Contact Center Enterprise APIs
• UCCE enables customers to receive, route, and initiate customer contacts via voice, email, chat, and social media, throughout their distributed global enterprise.
• Heritage Interfaces & APIs, complimented by Finesse, CUIC, PCCE APIs.
• Designed to empower Customers to build customization of their CC experience, or buy ATP Partner solutions.
Enterprise Scale & Customization
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API Description
CTI Server (GED-188) Socket level interfaces allowing client and server-to-server integrations. It
provides events and statistics, agent and call control.
CTI-OS Server (CTIOS CIL) Client side C++, COM, .NET and Java libraries, and ActiveX controls.
VRU-PG (GED-125) Socket level interface for routing, control, activity monitoring of VRUs and
report on their activity. Allows VRU routing requests
Router (GED-145 Application Gateway) Socket level interface to send/receive messages to/from external
applications under script control.
Router (SQL Gateway) Router Interface, controlled by the routing script, to lookup data from SQL
Server DB.
Historical Database (HDS) HDS Schema for non-real-time-reporting.
Administration Workspace (AW) Schema for configuration and real time reporting database.
UCCE APIs
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Interfaces Long Distance (800) Carrier
CUCM
Cluster
Generic PG
Rogger AW/HDS/D
DS
CUIC
SIP Dialer
MR PG
CTI OS
CUCM PIM
VRU PIM
CTI Server
Proxy GW
CUSP
Combo GW
Conference
DSPs
T1s
VXML CVP Call Server
VXML Server
Media Server
Router
Logger
Campgn Mgr
SIP
SCCP
(DSPs)
SIP
SIP
HTTP
(VXML)
SIP (dialer)
JTAPI
SCCP or SIP
GED.125
TDM
Agent Supervisor
HTTP
HTTP
MRI, CSTA
EIM/WIM Services Server
DB server
Internet
WIM
Web Server
AC
E
Firewall
Firewall
CVP
Reporting
Server
JDBC
HTTP
JDBC
CVP Ops Console
OAM&P
CCMP
Active Directory
App Server
Database
CC Datacenter Logical View
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UCCE Tech Center Example Developer Resources
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Important EOL Milestones
Release 8.0 Final MR: 8.5(4)
8.0 End of Sale
Nov 18, 2011
8.0 End of SW Maint
Feb 19, 2012
8.0 End TAC Support
Feb 19, 2014
Release 8.5 Final MR: 8.5(4)
8.5 End of Sale Apr 17, 2013
8.5 End of SW Maint
Apr 17, 2014
8.5 End TAC Support
Apr 30, 2016
Release 9.0 Final MR: 9.0(4)
9.0 End of Sale Jan 1, 2015
9.0 End of SW Maint
Jan 1, 2016
9.0 End TAC Support
Jan 1, 2018
Release 10.0 Final MR: tbd
10.0 End of Sale
Est. Dec 2015
10.0 End of SW Maint
Est. Jun 2017
10.0 End TAC Support
Est. Jun 2019
http://www.cisco.com/en/US/products/sw/custcosw/ps1001/prod_eol_notices_list.html
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Contact Center Enterprise Core Roadmap System Release 10.0 December, 2013
System Release 10.5 May, 2014
Future Release TBD
CUCM 10.0
UCCE 10.0
CVP 10.0
CUIC 10.0
CUCM 10.5
UCCE 10.5
CVP 10.5
CUIC 10.5
TBD
• Agent Request API
• Real Time Architectural
Improvements (PCCE)
• Department separation in ISE
• Spec-Based Virtualization
• ICM on UCS
• New End-Points
• CUBE Gateway Support for
Outbound Option (No CPA)
• Precision Routing Scale & Features
• Customer-to-Agent Video
• Department for Departmental
Hosting Apps
• CVP Debugging
• Serviceability enhancements
• Security Enhancements
• CVP Sub-flows
• New End-Points
• Single Sign-On
• IPv6
• New End-Points
• Serviceability Enhancements
• ECC Expansion
• Outbound Campaign API
• Precision Routing MC / OO
• Single Pane of Glass Management
• Enterprise Licensing
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Many of the products and features described herein remain in varying stages of development and will be offered
on a “when-and-if-available basis”. This roadmap is subject to change at the sole discretion of Cisco, and Cisco
will have no liability for delay in the delivery or failure to deliver any of the products or features set forth in this
document.
© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
Contact Center Enterprise Core Roadmap - ICM System Release 10.0 December, 2013
System Release 10.5 May, 2014
Future Release TBD
CUCM 10.0
UCCE 10.0
CVP 10.0
CUIC 10.0
CUCM 10.5
UCCE 10.5
CVP 10.5
CUIC 10.5
TBD
• Agent Request API
• Real Time Architectural
Improvements (PCCE)
• Department separation in ISE
• Spec-Based Virtualization
• ICM on UCS
• New End-Points
• CUBE Gateway Support for
Outbound Option (No CPA)
• Precision Routing Scale & Features
• Customer-to-Agent Video
• Department for Departmental
Segmented Apps
• CVP Debugging
• Serviceability enhancements
• Security Enhancements
• CVP Sub-flows
• New End-Points
• Single Sign-On
• IPv6
• New End-Points
• Serviceability Enhancements
• ECC Expansion
• Outbound Campaign API
• Precision Routing MC / OO
• Single Pane of Glass Management
• Enterprise Licensing
Many of the products and features described herein remain in varying stages of development and will be offered
on a “when-and-if-available basis”. This roadmap is subject to change at the sole discretion of Cisco, and Cisco
will have no liability for delay in the delivery or failure to deliver any of the products or features set forth in this
document.
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Bringing It All Together
• Corporate financial position and commitment to contact center
• Leadership in collaboration and portfolio breadth
• Unsurpassed scalability
• Multivendor ACD and IVR support
• Next-gen portfolio available today – not an architecture in transition
• Universal Queue
• Active-Active dual datacenter resiliency (vs. several minutes of downtime)
• VXML-based queue flexibility with built in applications (e.g. Courtesy Callback)
• Web 2.0 application strategy
• Multidimensional routing (Precision)
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Complete Your Online Session Evaluation
• Give us your feedback and you could win fabulous prizes. Winners announced daily.
• Complete your session evaluation through the Cisco Live mobile app or visit one of the interactive kiosks located throughout the convention center.
Don’t forget: Cisco Live sessions will be available for viewing on-demand after the event at CiscoLive.com/Online
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Participate in the “My Favorite Speaker” Contest
• Promote your favorite speaker through Twitter and you could win $200 of Cisco Press products (@CiscoPress)
• Send a tweet and include
– Your favorite speaker’s Twitter handle @FluxPM
– Two hashtags: #CLUS #MyFavoriteSpeaker
• You can submit an entry for more than one of your “favorite” speakers
• Don’t forget to follow @CiscoLive and @CiscoPress
• View the official rules at http://bit.ly/CLUSwin
Promote Your Favorite Speaker and You Could be a Winner
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Continue Your Education
• Demos in the Cisco Campus
• Walk-in Self-Paced Labs
• Table Topics: Wednesday UCCE / PCCE
• Meet the Engineer 1:1 meetings
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New CCT Sessions for 2014
• New Sessions for 2013:
– BRKCCT-1050 Introduction to Cisco Contact Center Capabilities and Design
– BRKCCT-2051 Making the Move to Cisco Outbound Option - A Look from the Avaya Predictive Dialer Perspective
– BRKCCT-2055 Unleash the power of Unified Contact Center Express with APIs, custom reporting and Advanced scripting
– BRKCCT-2056 Unified Intelligence Center: Standard and Custom Reporting on Contact Center Express and Contact Center Enterprise
– BRKCCT-2060 Integrating and Deploying Consumer to Business Video In Contact Centers For Highly Mobile and Social World
– BRKCCT-3050 UCCE Capacity Planning and Expansion
– LABCCT-1055 Customer Collaboration with Cisco Finesse & SocialMiner
23 CCT Sessions & Lunch Talk
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BRKCCT-2056
Unified Intelligence Center: Standard and Custom Reporting on
Contact Center Express and Contact Center Enterprise Monday 10:00 AM
BRKCCT-0001
Cisco Customer Collaboration: Why it's the Right Choice for Your
Contact Center Tuesday 08:00 AM
BRKCCT-2007 Cisco Unified Contact Center Enterprise Planning and Design Tuesday 12:30 PM
BRKCCT-2058 Deploying and Managing Packaged CCE Tuesday 03:00 PM
Related Customer Collaboration Sessions Monday & Tuesday
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BRKCCT-1002 Hosted Collaboration Service Contact Center Overview Wednesday 08:00 AM
BRKCCT-1009 Cisco Customer Collaboration Architectural Vision Wednesday 04:00 PM
BRKCCT-1031
Cisco Finesse - The Next Generation Agent Collaboration
Experience Wednesday 08:00 AM
BRKCCT-2015
Solution Enhancements and Troubleshooting in Unified Contact
Center Express 10.0 Wednesday 01:30 PM
BRKCCT-3005 Solution Troubleshooting for Unified Contact Center Enterprise Wednesday 01:30 PM
BRKCDN-2966 Programming with the Finesse API Wednesday 04:00 PM
BSACOL-1008 Mobile Customer Care -- Are You Ready? Wednesday 04:30 PM
CCSCCT-1300 Ingram Micro Contact Center – Case Study Wednesday 08:30 AM
BRKCCT-2006 Omnichannel contact center solutions Thursday 12:30 PM
BRKCCT-2019 Cisco Unified Contact Center Express Planning and Design Thursday 02:30 PM
BRKCCT-2027 CVP Scripting - Call Studio Thursday 12:30 PM
BRKCCT-2050
Building recording and monitoring applications with the
MediaSense API Thursday 08:00 AM
BRKCCT-2051 Cisco Outbound Option Planning and Design Thursday 02:30 PM
Related Customer Collaboration Sessions Wednesday & Thursday
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Q & A
Appendix – CLUS 2013 UCCE v9 Update
© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1051 Cisco Public
What’s new in UCCE 9.0(1)
• Precision Routing
• Dynamic Call Type Node (Script editor)
• Congestion Control
• New Endpoint Support
• Windows 2008 R2 (Dropping Windows 2003)
• SQL Server 2008 (Dropping SQL Server 2005)
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Deployment Types
Goal: Simplify Install & Deployment
Move towards Reference Deployments
Choose Deployment Type at Install
Enables specific configurations for PCCE, HCS, etc.
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Does Your Contact Center Understand How You Run Your Business?
Skill 30 Skill 30
Skill 20
Skill 20 Skill 20
Skill 7
Skill 30 Skill 30 Skill 20
Contact Center
Skills ignore
caller and
agent unique
attributes 1.Wait-time 0 seconds hearing ringback
2.Goto step 8 if time-of-day is all 23:00 to
all 07:00
3.Queue-to skill 30 pri m
4.Announcement 2001
5.Wait-time 30 seconds hearing music
6.Announcement 2002
7.Goto step 5 if unconditionally
8.Disconnect after announcement 2003
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Cisco Contact Center Speaks Your Language: Precision Routing
Senior Agent
Boston branch
Claims expert
HSA expert
Agent of the month
Boston branch
Spanish
New accounts
New hire
Florida branch
Benefits
Offshore agent
Claims expert
Collections
Corporate customer
Pharmacy benefits
High Deductible Plan
Claims question
Individual customer
Frequent caller
30-days late
Claims question
Spanish speaker
Florida resident
Wants to open account
Contact Center
Better First Contact Resolution
Higher Agent Productivity
Increased Customer Satisfaction
More Control and Visibility of
Business Outcomes
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Precision Routing - Travel Agency Use Case
Agent Expertise
Language Service Booked Through Other Res.
Attribute Proficiency
English Reservation 3 5 7 Web site Hotel
Spanish Award 3 5 7 Phone Air
Lost Baggage Travel agent
Caller Needs
Language Service Selection Status Booked Through Other Res. Loyalty Recent History
English New Reservation In-route Web site Hotel Standard Neutral/good
Spanish Existing Reservation Not In-route Phone Car Gold Negative event
Award Reservation Travel agent Platinum
Lost Baggage
Optimal
match
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Empowering the Business User Cisco Contact Center Strategy
1. Web 2.0 interfaces to easily enable
routing strategy implementation
without complex scripting
2. Automatic mapping of agents
and Precision Queues for rich
report and workforce management
3. Out-of-the-box real-time and historical reports that
are tightly mapped to call flows – business-relevancy
without need for complex analytics
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Dynamic Call Type node
• Script Editor enhancement allowing Call Types to be chosen dynamically (referenced via variable or formula)
• More flexible and yet simple scripting
• Improves reporting
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Congestion Control
• 3-Degrees of intervention
• Configurable rejection treatment
Protection Against Unexpected Extreme Call Spikes
Variable Rejection Abatement
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New Endpoints
• Video-enabled Telephones: 8941, 8945, 9951, 9971
• EX60 and EX90 Desktop Video with CTI control enablement
• High definition endpoints can now be agents
• Standard-based video sharing (BFCP)
• Optional CVP-based video queue control
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What’s new in UCCE 9.0 MRs • 9.0(2)
– SIP Dialer robustness
– Citrix XenApp 6.5 qualification
• 9.0(3)
– CUCM 9.1(1) Support
– SIP Trunking / A-Law Support
– Avaya 10-Digit dialing
– Expand SIP Dialer to 300 Campaigns
– Separate CCE software and I18N Language Pack install
• 9.0(4)
– Index repair for PCCE
– Fix to SIP Dialer to 300 Campaigns
– SQL Server 2008 R2 SP2 Support
– Shared Line
– Pipe Delimiter
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