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Unified Communications Solutions forContact CentersMathew M VargheseProduct ManagerCisco Unified Contact Center Solutions, Asia Pacific 2006 Cisco Systems, Inc. All rights reserved.Cisco Public1

AgendaContact Center ChallengesCisco Unified ContactCenter OverviewRoadmapSummaryQ&A 2006 Cisco Systems, Inc. All rights reserved.Cisco Public2

Contact Center Business ChallengesOperational EfficiencyEmployee EffectivenessIncreased web & voice selfservice and resolution timeIncreased resourceutilizationVirtualized operationsReduced agentattrition/Increasedemployee satisfactionIntegrating CRM strategyMultichannel integrationMigration to advancedspeech applications 2006 Cisco Systems, Inc. All rights reserved.Aligning agents aroundcustomer segmentationAutomation through realtime analyticsCisco Public3

Contact Center Business ChallengesRevenue GrowthCustomer SatisfactionReduced cost forcommunicationsinfrastructureImprove customersatisfaction and reducecostCapture lost revenueopportunities (crosssell/up-sell)Consistent personalizedserviceIncreased share ofcustomer spend 2006 Cisco Systems, Inc. All rights reserved.Increased customerloyaltyCisco Public4

Cisco Unified Customer Contact CenterWeb Apps,Speech-enabledself service Shared applications/services Hosted anywhere on networkBusiness Rules,Routing Logic,Treatment Engine,Reporting Distributed services and end points Standards based onyGatewayPSTN 2006 Cisco Systems, Inc. All rights reserved.Mobile AgentsCisco UnifiedKnowledge Workers CallManagerDepartmental Care GroupsCisco Public5

Cisco Unified Contact CenterOverview 2006 Cisco Systems, Inc. All rights reserved.Cisco Public6

Cisco Unified Contact Center (CUCC)ArchitectureOpen ServiceApplication LayerCUCC Express EditionCUCC Enterprise EditionTraditional ACDArchitectureOpen/StandardInterfaceServices PlaneOpen CallControl LayerCallControl rds-BasedPacket InfrastructureLayer 2006 Cisco Systems, Inc. All rights reserved.JTAPICiscoCallManagerH.323/MGCP/SIPCisco IOS Voice Gateways,IP Phones, DesktopsCisco Public7

Cisco Unified Contact Center Solutions:Cisco Product PortfolioACDMid-MarketCUCC Express EditionEnterpriseCUCC Enterprise EditionService ProviderContactManagementEnterpriseService ProviderSelfService 2006 Cisco Systems, Inc. All rights reserved.CUCC Hosted EditionICM Enterprise EditionICM Hosted EditionMid-MarketIP-IVREnterpriseCVPCisco Public8

Cisco Unified Contact Center Solutions:Cisco ACD Product PortfolioCUCC ExpressCUCC EnterpriseSingle SiteMulti-Site CentralizedCluster over the WANSingle SiteMulti-Site CentralizedCluster of the WANMulti-Site DistributedAgent CTI DesktopOptionsCisco Agent DesktopCisco Agent DesktopCTI Toolkit / CTI-OSCRM IntegratedSupported AgentsUp to 300 Agents (4.0)(Nodal)6,000 Agents(Multiple Clusters)IP-IVR (Integrated)IP-IVR or CVPVoice OnlyVoice, Web, E-Mail,& OutboundSupportedDeployment ModelsQueue OptionsChannels 2006 Cisco Systems, Inc. All rights reserved.Cisco Public9

Cisco Unified Contact Center Solutions:Cisco ACD Product PortfolioCUCC ExpressCentralized DeploymentPSTNCUCC EnterpriseMulti-Site Distributed DeploymentPSTNCisco VoiceGatewayInternetInternetPIAJTnnyikSCisco CallManagerDallas, TX 2006 Cisco Systems, Inc. All rights PIICTIPCC isco VoiceGatewayCisco CallManagerBoston, MAPIATJICTSkinnyCisco CallManagerChicago, ILCisco Public10

ICM Enterprise 2006 Cisco Systems, Inc. All rights reserved.Cisco Public11

Cisco Unified Contact Center Solutions:ICM EnterpriseCisco’sCisco’s IntelligentIntelligent ContactContact ManagementManagement (ICM)(ICM) solutionsolution providesprovides multimultichannel,channel, multi-vendor,multi-vendor, multi-carriermulti-carrier virtualvirtual contactcontact centercenter routing,routing,reportingreporting andand CTI.CTI.ICMICM isis thethe corecore routingrouting productproduct ofof thethe EnterpriseEnterprise productsproducts forfor Cisco,Cisco,originallyoriginally acquiredacquired fromfrom GeoTelGeoTel CommunicationsCommunications inin 1999,1999, itit isis thethestandardstandard enterpriseenterprise contactcontact routing:routing: UsedUsed byby hundredshundreds ofof thethe largestlargest contactcontact centerscenters aroundaround thethe worldworld inineveryevery industryindustry 2006 Cisco Systems, Inc. All rights reserved.Cisco Public12

Cisco Unified Contact Center Solutions:ICM Enterprise Cisco’s Intelligent Contact Management (ICM) solution providesmulti-channel, multi-vendor, multi-carrier virtual contact centerrouting, reporting and CTI. ICM is the core routing product of the Enterprise products for Cisco,originally acquired from GeoTel Communications in 1999, it is thestandard enterprise contact routing:ICMICM HostedHosted EditionEdition runsruns thethe carriercarrier toll-freetoll-free andand advancedadvanced servicesservicesnetworksnetworks aroundaround thethe worldworldPatentedPatented contactcontact routingrouting technologytechnology withwith integrationintegration toto majormajor carriercarriernetworksnetworks forfor Pre-RoutingPre-Routing andand multi-vendormulti-vendor ACD/IVRsACD/IVRs forfor PostPostRoutingRouting asas aa completecomplete IntelligentIntelligent ContactContact ManagementManagement solutionsolution 2006 Cisco Systems, Inc. All rights reserved.Cisco Public13

Cisco Unified Contact Center Solutions:ICM EnterpriseICM EnterpriseMulti-Site Distributed DeploymentPre-Routing with Carrier ICP ServiceCarrierICP (SS7)ICM PGASAIICM PGCTIEvent LinkPSTNICMPGAspect ACDKansas City, KS 2006 Cisco Systems, Inc. All rights reserved.GED-125VRU FARM (Peri)Denver, COAvaya ACDNewark, NJCisco Public14

Cisco Unified Contact Center Solutions:ICM EnterpriseCisco IPCCBangalore, IndiaICM EnterpriseICMMulti-Site Distributed DeploymentPGAdding IPCC / CallManager SiteVoiceGatewayCarrierICP (SS7)ICM PGASAIIP-IVRICM PGCTIEvent LinkPSTNICMPGAspect ACDKansas City, KS 2006 Cisco Systems, Inc. All rights reserved.GED-125VRU FARM (Peri)Denver, COAvaya ACDNewark, NJCisco Public15

Self Service Platforms 2006 Cisco Systems, Inc. All rights reserved.Cisco Public16

Cisco Unified Contact Center Solutions:Self-Service PlatformsIP-IVRCustomer Voice PortalSingle Site“Behind CallManager”Uses CallManagerJTAPI Call ControlSingle SiteMulti-Site Distributed“In Front of IP/TDM”Uses H.323 Dial PlanSupported Ports/“Sessions”Up to 300 Ports/SessionsIOS-Gateway VXMLVoice Browser SessionsThousands of SessionsASR/TTS OptionsMRCP InterfaceNuance/IBM WS/Etc.MRCP InterfaceNuance/IBM WS/Etc.CRS Editor / Ext VXMLICM Script Editor /CVP Studio (VXML)SupportedDeployment Models/Call ControlDeveloper Options 2006 Cisco Systems, Inc. All rights reserved.Cisco Public17

Cisco Unified Contact Center Solutions:Self-Service PlatformsIP-IVRCentralized DeploymentCustomer Voice PortalMulti-Site Distributed DeploymentPSTNPSTNCisco VoiceGatewayDallas, TXInternetJTAPIPRTH.323MGCPSIPCisco VoiceGatewaysReno, NVAtlanta, GADallas, TXIP-IVRMLXVMRCPSpeech ServerCisco CallManagerBangalore, IndiaVXMLInternetMRCPSpeech ServerWebServicesBangalore, India 2006 Cisco Systems, Inc. All rights reserved.CVPWeb ServerCVP CallControlGED-125CRM/CustomerDatabasesCisco Public18

Why CVP?The IVR Problem Bound by legacy PBX/ACD, the TDM IVR is limited by proprietarytechnologyTDM IVR tends to be “site-dependent” using “IVR farms”Little or no “edge” design capabilityNo centralized call control TDM IVR relies on the voice carrier’s ability to“take back” a call and terminate it at another siteExpensive per - call charges applyTDM IVR loses call control to PBX/ACDCall may lose continuity for call reportingCVP TDM IVRLimited scalabilityLimited or no support for TDM/IP network convergence 2006 Cisco Systems, Inc. All rights reserved.Cisco Public1919

How does CVP help?The CVP Solution Designed around open architectures (Web-based, VXML) andconverged IP infrastructure Allows IP switching across the Enterprise - move calls usingyour IP network, toll bypass avoids expensive voice carriercharges CVP provides centralized call control, reporting Allows VXML integration as well as MRCP for ASR/TTS Scalable architecture grows to meet business needsCVP 2006 Cisco Systems, Inc. All rights reserved.Cisco Public2020

CVP Basic FeaturesIP-based Self Service Self Service IVR in the “Cloud” VoiceXML Based J2EE based, promotes Re-use.IP-based Network SwitchingIP-based “Take Back and Transfer” Transfer IVR TreatmentIP-based QueuingCVP Queue and provide MOH callers whilewaiting for agent 2006 Cisco Systems, Inc. All rights reserved.Cisco Public2121

CVP Basic FeaturesIP-based Self Service CVP provides Centralized orBranch IVR services in the IPnetwork cloud CVP front-ends calls near thenetwork edge, near the caller IVR audio is close to caller,avoids using IP networkbandwidth 2006 Cisco Systems, Inc. All rights reserved.CVPVoIP WANCCMs(or IPCCs)Cisco Public2222

CVP Basic FeaturesIP Network Switching Provides IVR treatment Transfers call to local orremote agent over IP network Agent switch can beIPCC or legacy TDM CVP can move call from onesite to another CVP maintains call controlCVPVoIP WANCCMs(or IPCCs)Multiple Sites 2006 Cisco Systems, Inc. All rights reserved.Cisco Public2323

CVP Basic FeaturesIP Network Take Back Provides “carrier-style” TakeBack and Transfer Uses customer’s IP network Avoids carrier charges fortransfer servicesCVPVoIP WANCCMs(or IPCCs) 2006 Cisco Systems, Inc. All rights reserved.Cisco Public2424

CVP Basic FeaturesIP Call Queuing CVP front-ends calls andprovides Queue treatmentnear the network edge, nearthe caller IVR audio such as MOH isclose to caller, avoids usingIP network bandwidthCVPVoIP WANCCMs(or IPCCs) 2006 Cisco Systems, Inc. All rights reserved.Cisco Public2525

CVP Key Features Supports both IP AND TDM networks Ease of Scalability H.323v2 interface to Cisco IOS VoiceGateways and Cisco CallManager Web-based prompt/collect, queuing at the network edge, callcontrol VXML 2.0 interface to IOS Voice Gateway Fault tolerance and load balancing (content switching) 2006 Cisco Systems, Inc. All rights reserved.Cisco Public2626

CVP Key FeaturesTDM/IP Hybrid Integration CVP supports customer needto simultaneously supportlegacy TDM ACD and CiscoIPCC CVP is ideally suited to serveas a “queue point” for anyACD supported by ICM CVP facilitates phasedmigration approaches fromlegacy TDM environments toIP Voice 2006 Cisco Systems, Inc. All rights reserved.CVPVoiceXMLCVPCall CtrlVoIP WANCCMs(or IPCCs)Cisco Public2727

Cisco Unified Contact Center Solutions:Self-Service PlatformsCustomer Voice PortalMulti-Site Distributed DeploymentWith Call CenterPSTNCisco VoiceGatewaysAtlanta, GABangalore, IndiaCall Center SiteReno, NVCall QueuingAt the EdgeDallas, TXVXMLInternetMLXVCVP CallControlGED-125WebMRCP ServicesSpeech ServerNew Delhi, IndiaCVPWeb ServerCRM/CustomerDatabases 2006 Cisco Systems, Inc. All rights reserved.Manila, PhilippinesCall Center SiteCentralizedCallManager ClusterCisco Public28

Cisco Unified Contact Center EnterpriseRoadmap Remote Mobile Agent Central Provisioning &Partitioning SIP Cisco Unified CustomerInteraction Analyzer Cisco Unified Video ContactCenter 2006 Cisco Systems, Inc. All rights reserved.Cisco Public29

Mobile AgentAny networked connected computerAny Phone NumberBranch OfficePSTNHQ 2006 Cisco Systems, Inc. All rights reserved.Cisco Public30

Work At HomeHome AgentBranch OfficePSTNHQ 2006 Cisco Systems, Inc. All rights reserved.Cisco Public31

Remote PBX AgentPBX AgentBranch OfficePSTNHQ 2006 Cisco Systems, Inc. All rights reserved.Cisco Public32

Central PBX AgentPBX AgentBranch OfficePSTNHQ 2006 Cisco Systems, Inc. All rights reserved.Cisco Public33

Mobile WorkerMobile WorkerBranch OfficePSTNHQ 2006 Cisco Systems, Inc. All rights reserved.Cisco Public34