WIXLIB

Component Needs Per Solution ConfigurationComponentRE ImmersiveRE KioskC, EX, MX or SX TelePresence EndpointsYes, customer or expertsidesYes, expert sideCUCMYesYesUCCE Plus CVP Plus Finesse (Insteadof UCCX)YesYesUCCX(Instead of UCCE Plus CVP PlusFinesse)Yes, up to 150simultaneous REsessionsYes, up to 150simultaneous REsessionsMediaSense and CUBEYes, audio recording andViQ with CVPYes, audio recording andViQ with CVPMCU (45XX or 53XX)Yes, with CCEYes, with CCERE Manager (REM)YesYesExpressway Edge and ControlNoNoJabber Guest GatewayNoNoBRKCCT-2661 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public29

AgendaIntroductionOverviewRemote Expert Technical DiscussionCase Studies – Real Feedback from Remote Expert UsersRoadmapConclusionBRKCCT-2661 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public30

What Some of Our Customers Have AchievedNationwide Building SocietyChallengeSolution Improve customer satisfaction Deploy “virtual advisors” enabled byCisco video collaboration in retailbank branches Support close of mortgage sales inbranch; printing, scanning, andaccessing mortgage advisors from acentral pool Manage unplanned and scheduledmeetings Enhance access to experts Reduce leakage of business tocompetitorsResults Two-thirds improvement in newmortgage business Double-digit improvement in customernet satisfaction Two-thirds reduction in cost of sale More than 700 branches More than 300 billion in assets Major provider of mortgage loans and savings“The Cisco solution has helped us improve customer satisfaction and staff efficiency while at thesame time increasing mortgage sales. The business case in favor of the Cisco solution stackedup quickly.”Andrew Nation, Senior Manager, Future Customer Outcomes at NationwideBRKCCT-2661 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public31

What Some of Our Customers Have AchievedGlobal RetailerChallengeSolution Effectively provide product andhow-to-use advice to customerswhen and where they want it with alimited number of experts Deploy intelligent routing to expertsand help enable video conferencingwith customers Increase sales by providingcustomers with detailed visualinteractions, removing the barrier topurchase Help enable major purchases thatrequire high-touch interactions andadviceResults Sales of the target categoryincreased an average of 15% instores with Remote Expertcompared to 5% for stores withoutRemote Expert—an increase of300% Retailer is upgrading to the latestversion and expanding the numberof stores that include the RemoteExpert solution More than 2200 locations More than 74 billion in sales Major player in the home improvement marketBRKCCT-2661 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public32

AgendaIntroductionOverviewRemote Expert Technical DiscussionCase StudiesRoadmap – What’s Next?ConclusionBRKCCT-2661 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public33

Many of the products and features described herein remain in varying stagesof development and will be offered on a when-and-if-available basis. Thisroadmap is subject to change at the sole discretion of Cisco, and Cisco willhave no liability for delay in the delivery or failure to deliver any of theproducts or features set forth in this document.BRKCCT-2661 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public34

Remote Expert Roadmap Detail – For Internal and NDA Use Onlysubject to changeRelease 1.8March, 2013 CTS or TANDBERG endpoints in anylocation/combination Integration of Cisco MediaSense todeliver audio callrecording Genesys contactcentre integration Wet signaturecapture and printing REM high availability RE session re-directBRKCCT-2661Release 1.8.5Launch October 22, 2013;FCS Expected March, 2014 Expanding customer endpoints toKiosk; offering self-serviceexperiences as well as escalation toa live expert Click to call and extension mobility Document camera integration Expansion of endpoint choices forcustomers and agents or experts –MX, SX, and C-Series More simplified agent experience:easier to learn, use, and customise(in addition to CAD support) for alluse casesNext Planned Release 2.0TBD – Features subject to changeFuture Releases Simplified configuration anddeployment WebRTC More simplified customer andagent experience acrossintegrated chat and video Multi-tenantarchitecture for as-aservice Simplified sharing of webbrowsing and applications fromcustomer to expert and expertto customer for mobileexperiences Big data analytics Internet of Things (IoT)integration Support for mobile or remoteconsumers outside the firewall:iOS and MAC/PC browsers forall use cases 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public35

AgendaIntroductionOverviewRemote Expert Technical DiscussionCase StudiesRoadmapConclusionBRKCCT-2661 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public36

Summary Increase revenue while lowering costRemote ExpertCustomer Benefits Increase efficiency by virtualising workforce, helping to enable access tohigh-value expertise using immersive, kiosk, and mobile customerexperiences Increased customer satisfaction and retention World leader in video technologyWhy Cisco Uses existing application and web development through SDKs andAPIs Centralised management, monitoring, and reporting Comprehensive validated design for successful implementationFor more information visit the Cisco Remote Expert Smart Solutions pages at:www.cisco.com/go/remoteexpertBRKCCT-2661 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public37

Remote ExpertCustomer Engagement ProcessEngageContact your Cisco account team for additional information on RemoteExpertQualifyGain understanding of your specific business needsExamineHost a discovery workshop with business and technical sponsorsDeployDeploy Remote Expert pilot with clearly defined business metricsValidateExamine pilot outcomes to determine the value for your businessBRKCCT-2661 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public38

Q&A

Complete Your Online Session EvaluationGive us your feedback and receive aCisco Live 2014 Polo Shirt!Complete your Overall Event Survey and 5 SessionEvaluations. Directly from your mobile device on the Cisco LiveMobile App By visiting the Cisco Live Mobile Sitewww.ciscoliveaustralia.com/mobile Visit any Cisco Live Internet Station locatedthroughout the venuePolo Shirts can be collected in the World ofSolutions on Friday 21 March 12:00pm - 2:00pmBRKCCT-2661Learn online with Cisco Live!Visit us online after the conference for fullaccess to session videos and presentations.www.CiscoLiveAPAC.com 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public

Backup Slides

Remote Expert 1.8.5 Cisco Technology StackCall ControlContact CentreVideoSolution EnablingTechnologyCUCMUCCEEX SeriesREMCVPSX SeriesIECVXML-GWC SeriesIEMUCCXMCUsCUBEMediaSenseBRKCCT-2661 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public43

Key Technology Components and SoftwareReleases for Remote Expert 1.8.5ComponentSoftware VersionUnified Communications Manager9.1 and 10.045XX MCU (Optional)TBDUnified Contact Centre Express (UCCX)9.0Cisco TelePresence C, EX & SX SeriesEndpoints6.1 or greaterIEC-46005.48.62REM1.8.5.0Unified Contact Centre Enterprise (UCCE)9.0 and 10.0Customer Voice Portal9.0 and 10.0CUBE15.3MMediaSense10.0VXML Gateway15.3MCisco Agent Desktop Software (Premium)BRKCCT-26619.0 2014 Cisco and/or its affiliates. All rights reserved.Cisco PublicFor Your Reference44

Key Technology Components and SoftwareReleases for RE 1.8.5 (continued)ComponentSoftware VersionCisco Finesse for UCCE10.0Expressway Control, and Edge8.1CUBE15.3.3MInteractive Experience Manager (IEM)2.1BRKCCT-2661 2014 Cisco and/or its affiliates. All rights reserved.Cisco PublicFor Your Reference45

REM Functional Components (2 of 2)RE Interactive Applications Controller(REIC)RE Session Controller (RESC)REIC Uses Flash/Flex and HTML Javascript torender graphics, fonts, and video on thetouchscreen located in the client-side poda Renders desktop apps shared by theexpert Relays client touch inputs and facilitatesclient control of expert’s shared applicationBRKCCT-2661RESC Includes web-services interfaces to initiateand terminate RE sessions and datasharing sessions, trigger client-sideprinting, and control video streaming Uses JTAPI to initiate, monitor, control,and terminate calls 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public46

REM Functional Components (1 of 2)RE Administrator Console (REAC)RE Agent Desktop (READ)REAC Web-based management interface to add,verify, and update all necessaryconfigurations that are needed for normaloperation of the REM platformBRKCCT-2661READ Web-based application for experts Provides CRM, note taking, videostreaming, application sharing, and printingcapabilities to experts 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public47

Report Generation The Report Tool tab contains a tool for generating reports about the sessionsincluding agent session and customer session results as well as sessioninformation with customer follow up. Once the report is generated, it is emailed to the administrator. It can also bedownloaded from the tool.BRKCCT-2661 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public48

Report GenerationExample of ReportBRKCCT-2661 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public49

RE-Kiosk Example ApplicationsTrip Planning andStatusView serviceadvisories and status;plan trips based off ofreal-time informationOffers andPromotionsProduct and serviceinformation, alongwith offers based oninteraction, location,etc.Online CatalogTouchscreen interactionwith “endless aisle” forinformation andecommerceWayfindingTouchscreen map withshops, restaurants,services for local areaor in-store wayfindingRemote ExpertAssist customers withlive, two-way videointeractionTemplate-based or custom screens – web-based, content reuse, HTML, HTML5, FlashBRKCCT-2661 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public50

RE-Kiosk Application Design TemplateInformation ZoneWeather, location name, date/timeApplication ZoneInteractive application zone for user input interactivityServices ZoneServices panels for customised services like shopping, product information,virtual assistant, special promotions, and moreCommerce ZoneArea for playing digital content or videos for branding, promotions,or in-store advertisingLogo Zone and News ZoneArea for displaying sponsored logo and news tickerBRKCCT-2661 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public51

Cisco IEC 4600 Series (1 of 2)Its Role in Remote Expert Interactive Experience Client (IEC) 4610 is the clientside control point in the RE Immersive Solution̶IEC 4610 has a single core Intel Celeron 1.2 GHz CPU IEC 4632 is the client side of the Remote Expert Kiosksolution̶IEC 4632 has a dual-core Celeron chip where each coreclocks at 1.2 GHZ̶IEC 4632 handles two-way SIP video client and streamingvideo IEC 4600 is a small appliance (size of a small book)̶Silent, fan-less mini-computer̶Weighs around three pounds̶Low power – consumes a maximum of 48 W Uses traditional and web applications to provide userinterface, peripheral control, and event orchestrationBRKCCT-2661 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public52

Cisco IEC 4600 Series (2 of 2)Its Role in Remote Expert The Cisco IEC 4610 interfaces with the allRemote Expert client-side components Uses two independent stateless browsers todisplay interactive content REM loads a control application onto the IEC4610 at startupBRKCCT-2661 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public53

IEC 4600 Series Thin-Client Software ArchitectureCobraWidgetsBehaviourJS InjectionWebKitPeripheralsIPC, RPCSmartCacheMobileManagerX11Linux kernelDriversIEP thin Client VX46XXBRKCCT-2661 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public54

IEC SIP Video Widget SIP video widget in the IEC’s Cobra browser registerswith CUCM Widget is initialised and triggered using Cobrabrowser’s JavaScipt API Basic SIP widget parameters (e.g. transport protocol,originating phone number) are provisioned using IEM SIP video client appears as a window within theRemote Expert-Kiosk screen; this video window maybe up to 480 pixels high by 640 pixels wideBRKCCT-2661 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public55

IEC SIP Video Widget Software ArchitectureCobra Browser PluginSystem DBUS PluginMedia Adaptor (A/V)DBUS API AgentBaresipG7221 CodecBRKCCT-2661X264 2014 Cisco and/or its affiliates. All rights reserved.ffmpegCisco Public56

For Your ReferenceSupported IEC Content FormatsContent TypeSupported FormatsVideoH.264, H.263 , MPEG4, MPEG2, WMV1/2, MJPEGVideo ContainersAVI, MOV, MP4, MPG, MPEG-2/TS, WMVAudio, VoiceAAC-LC/LD/HE, AC3, MP3, WMA, G.711, G.729ab, AMRWebHTML5 (early support), HTML4/CSS3, Flash 11, JRE 1.6.0 24 (Version 6,update 24)GraphicsPDF, text, JPEG, PNG, GIF, SVG, BMPBRKCCT-2661 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public57

Tailoring Remote Expert to Your BrandStart Screen(Homepage)Initial PhaseVideo MenuVideo StreamingWhile in QueueCall Setup PhaseSession PhaseVideo PushCollaborationVideo on HoldFeedbackFinal PhaseThank You Customer graphic, font, and messaging selections are applied to existing Remote Expertworkflows to brand the experience while speeding integration time Offered as an consultative service or outsourced engagementBRKCCT-2661 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public58

Customising Remote Expert Immersive’sCustomer-Facing Welcome Screen The welcome screen is displayedon the RE pod’s touchscreen Support for any image and fontpermitted by WebKit, includingFlash 10.2 graphics and animations A default banking example isshown hereBRKCCT-2661 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public59

Remote Expert Agent Desktop (READ)Provides Collaboration Tools to ExpertsDocument sharing andprinting to RE podCustomer notes andtransactionsVideo sharing to RE pod Provides an expert with RE collaboration tools, including CRM interface, printing, scanning, video streaming, andwet signature capture. It is available for RE-Immersive and RE-Kiosk in Remote Expert Release 1.8.5. Each collaboration tool is enabled or disabled in REM so experts are shown only applicable tools. This settingapplies to all experts. Integrates with Cisco Agent Desktop (CAD) and Cisco Finesse .BRKCCT-2661 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public60

Remote Expert Agent Desktop in Finesse Complete RE Agent Desktop (READ) loads into Finesse as one Open Social Gadget Additional gadgets from partners or developed by customers may be loaded into Cisco Finesse along with READBRKCCT-2661 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public61

Expert’s Application-Sharing ToolOnce Logged in, Simply Select What You Want to ShareOne-click sharingCan allow them tointeract with youBRKCCT-2661 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public62

The Expert’s View of SharingBRKCCT-2661 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public63

Backup Slides – Remote Expert 1.8.5 Call Flows

Remote Expert ImmersiveClient Initiates a New Session (CCE-Based Call Flow)41311REM12CVPCC562897310Client13BRKCCT-2661 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public65

RE Immersive Call Flow - Client Initiates a New Session(CVP and MediaSense Deliver Video in Queue)51311REM2CVPCC67391084CUBE, VXMLClient1211MediaSenseBRKCCT-2661 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public66

RE Call Flow - Expert Accepts a New Session(CCE-Based Call diaSenseBRKCCT-2661 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public67

RE Call Flow - Expert Accepts a New Session(CCE-Based Call BRKCCT-2661 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public68

Remote Expert - Client Initiates a New Session(CCX-Based Call -2661Note: An explanation of steps is also included in this presentation’sspeaker notes. 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public69

RE Immersive Call Flow - Expert Accepts a New Session(CCX-Based Call Flow)2REM93CC71086154ClientCUBE1111Expert12Note: An explanation of steps is also included in thispresentation’s speaker notes.BRKCCT-2661 2014 Cisco and/or its affiliates. All rights reserved.MediaSenseCisco Public70

Video in Queue Call FlowCaller – Expert Video t8573121. New call from UCM to CVP5.2. New call to UCCE from CVP3. Play CVP studio video applicationCallerBRKCCT-26614. CVP sends call to CUBE/VXML GW 2014 Cisco and/or its affiliates. All rights reserved.6.7.8.9.CCCVP VXML server application instructs VXMLGW to connect to DN XXXXCUBE sends call to Video Media Server with DN XXXXCaller gets video IVR; navigates using DTMFAgent is now availableCVP sends call to an agentCisco Public71

RE Call Flow – Application and Data SharingNote: An explanation of steps is alsoincluded in this presentation’s speakernotes.Client34REM152REM links expert to client. Next,Direct Connect captures, streams, andrenders expert’s shared data to client.BRKCCT-2661 2014 Cisco and/or its affiliates. All rights reserved.ExpertCisco Public72

RE Call Flow - Expert Shares a VideoNote: An explanation of steps is alsoincluded in this presentatio

MX200 The Cisco MX Series offers 1080p video, superior audio, and HD content sharing. It supports Cisco Medianet. The MX 200 provides a 42 in. screen and MX 300 has a 55 in. screen. Broad applicability as general purpose endpoints at both caller and expert locations MX300 SX20 Transforms any display panel into a Cisco TelePresence system