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Cisco Unified Contact Center Enterprise andCustomer Voice PortalOverview and RoadmapJim Lundy, Product Manager @FluxPMSunil Vashist, Product Manager @VashistSunilBRKCCT-1051

Disclaimer The Cisco products, services or features identified in this document may not yetbe available or may not be available in all areas and may be subject to changewithout notice, and Cisco will have no liability for delay in the delivery or failureto deliver any of the products or features set forth in this document. Consult yourlocal Cisco business contact for information on the products or servicesavailable in your area. You can find additional information via Cisco’s World Wide Web server athttp://www.cisco.com. Actual performance and environmental costs of Ciscoproducts will vary depending on individual customer configurations andconditions.

Agenda UCCE Solution Review (30 min) Market View Product Overview Key Components Product Update (40 min) UCCE v11.0 Features & Roadmap CVP v11.0 Features & Roadmap Question & Answer (15 min)Enterprise

Session Polls Activate Events Application and Select CLUS Click “Sessions” Icon Search for BRKCCT-1051 Select “Polls” Icon Polls and Realtime Q&A

Session Polls Activate Events Application and Select CLUS Click “Sessions” Icon Search for BRKCCT-1051 Select “Polls” Icon Polls and Realtime Q&A

Session Polls Activate Events Application and Select CLUS Click “Sessions” Icon Search for BRKCCT-1051 Select “Polls” Icon Polls and Realtime Q&A

Session Polls Activate Events Application and Select CLUS Click “Sessions” Icon Search for BRKCCT-1051 Select “Polls” Icon Polls and Realtime Q&A

Contact Center Magic Quadrant- 2014Cisco ranked highest in Ability to ExecuteThe Magic Quadrant is copyrighted May 2014 by Gartner, Inc. and isreused with permission. The Magic Quadrant is a graphicalrepresentation of a marketplace at and for a specific time period. Itdepicts Gartner’s analysis of how certain vendors measure againstcriteria for that marketplace, as defined by Gartner. Gartner does notendorse any vendor, product or service depicted in the MagicQuadrant, and does not advise technology users to select only thosevendors placed in the “Leaders” quadrant. The Magic Quadrant isintended solely as a research tool, and is not meant to be a specificguide to action. Gartner disclaims all warranties, express or implied,with respect to this research, including any warranties ofmerchantability or fitness for a particular purpose.Source: Gartner Magic Quadrant for Contact CenterInfrastructure, May 2014Drew Krauss, Steve Blood, Sorell SlaymakerThis Magic Quadrant graphic was published by Gartner, Inc. as part of a larger research note and should be evaluated in the context of the entire report.

Industry Recognition2015 CRM Service AwardsWinner in Contact Center Infrastructure: CiscoWinner in Interactive Voice Response:Cisco“As in years past, analysts again credited Cisco Systems withhaving the most robust CCI offering by far.”-- CRM Magazine“[Cisco] is demonstrating innovation and a marketresponsiveness that is not common among big companies.”-- Paul Stockford in CRM MagazineThe CRM Service Awards arejudged by industry analysts who arenot compensated for their inputs.

Cisco Unified Contact CenterIVRCustomerVoice PortalVoiceVideoInbound /OutboundContact Center ractionManagerIntelligence CenterMediaSenseFinesse (desktop and web API)360 Degree View of CustomerSocialMediaSocialMiner

Customer Voice Portal (CVP)Network-based Self-Service, QueuingThe Cisco Customer Voice Portal provides an industry-standard VXML call processingplatform to provide advanced speech/self-service applications. With an Eclipse-basedservice creation environment, it provides a rich web-services experienceCVP leverages the power of the Cisco network, using the built-in VXML browsercapability of the Cisco Voice Gateway – allowing for caller treatment anywhere on thenetwork without having to bring the call to a central IVR “box”CVP provides advanced features such as:Courtesy Call BackAllows callers in queue to hang up and becalled back when an agent is free to helpthemImproves customer satisfaction, reduces telcocosts for queued calls, improves agent efficiencyPost-Call SurveyAutomatically sends the caller to a surveyat the end of the callIncreases survey participation, more immediateresults, less expensive, uses existing callVideo IntegrationAllows agent and caller to interact withVideoImproves customer experience with more visualinteractionSIP Header/UUIIntegrationAllows 3rd party systems to include data incall messagingImproves interoperability with 3rd party /outsourced systems and lowers costs forintegration

9.0Finesse Agent ExperienceA container application that reduces cost of integrationConfigurable TabsAdministrators define tabnamesFinesse GadgetsAdministrators define whichgadgets go on each tabAgent State Controls

8.0Cisco Unified Intelligence Center (CUIC) Customizable presentation layer crossproductPresent real-time and historical data in asingle dashboard to reduce manual stepsReduce manual consolidation of real-timeand historical data by presenting it in a singledashboardWizard-based interface extends reporting todata sources inside and outside the contactcenterLink reports to provide controlled access todrill down, up and across

E-mail Interaction Manager merHistory,etc.E-mail /Chat InboxE-mail / ChatResponse

Web Interaction Manager (WIM)

8.5Cisco SocialMinerSocial Media Customer Care Social media campaign Enable proactive customermanagementservice by queuing andassigning social web poststo appropriate staff Real-time capture of socialmedia postings Complement brandmonitoring dashboards1. Capture2. Analyze & PrioritizeAirline lost my luggage!Cisco SocialMiner3. Communication Workflow4. AssignCustomer5. EngageSocial MediaCustomer Care Agent

8.5MediaSense 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 SIPSearchAndPlayAPI REST-like APIs to video-enable apps Get recording events Pause recording (compliance) Retrieve recordings for archivalAPIs

Contact Center Management Portal Unified provisioning of Contact Center andCUCM Partitioned System Supporting MultipleBusiness Units Hierarchical Administration Audit Tracking of Configuration Changes Moves, Adds, and Changes: Agents, DNs, Skill Groups, ECC variables, Phone Manage Agent teams Supervisor Agent Re-skilling Agent Self re-skilling CUCM Extension Mobility Organizational Unit Definition

Integrated Outbound Call by Call blending Dialing modes Preview Progressive Predictive Campaigns Agent-based CVP-based

Remote ExpertRE BranchRE MobileKioskHomeImmersiveEX90Video Chat Now!Video Chat Now!You Can Afford that RV!Let us show you howVideo Chat Now!Sees the MessageVideo Chats with ExpertVideo Chats with ExpertMakes the PurchaseIntelligently routes to first available and best expertConfers with FamilyVideo Chats with Expert

Cisco Unified Customer Collaboration PlatformsTarget MarketsCONTACT CENTER & SELF SERVICEAS A SERVICEService ProviderCisco UnifiedContactCenterEnterprise(CCE)EnterpriseSMB / Mid-MarketCisco ContactCenterExpress(CCX)CiscoPackagedCCECLOUD EXTENSIONSContext ServiceCisco HostedCollaborationSolution forContactCenter(HCS for CC)

9.0Packaged Contact Center Enterprise (PCCE)Contact Center PortfolioContact Center ExpressContact Center EnterpriseAll-in-one, easy to deploy and usemulti-channel solution for small andmedium sized contact centersDesigned for medium to large missioncritical customer contact centersrequiring a highly flexible and easilycustomized solution Rich set of features in a boxSingle VM deploymentIntegrated to Cisco UnifiedCommunications Manager toolsQuick deploymentOut-of-the-box DesktopOptional Workforce Optimization Highly scalableDistributed QueuingExclusively deployed as faulttolerantMultivendor interoperabilitySophisticated features: reporting,analytics, call routing, etc.Rich set of interfaces forapplication integration

9.0Packaged Contact Center Enterprise (PCCE)UnifiedCCEPackagedCCEPre-packaged contactcenter solution Predesigned andbounded solution Up to 1000 Agents Single box deployment(two for redundancy) Simplified ManagementInterface Replicable, lower-touchapproach for high volume Highly scalableDistributed queuingExclusively deployedas fault atures: reporting,analytics, callrouting, etc.Rich set of interfacesfor applicationintegration

9.0Packaged Contact Center EnterprisePackaged Deployment Upto 1000 agents on Cisco PlatformCall Routing(CCE)UCSOutbound OptionFull CCEDeploymentOptions AvailableMultichannel12,000 AgentsReporting (UIC)Social MediaCall Control (UCM)Self-Service (CVP)Desktop rdingRSMExt. HDSEtc.

UCCE v11.0(1)

IPv6 End-Point SupportTwo-Phase Rollout Phase 1: IPv6 Dual Stack Media Support for voice, video, IM and Presence. Phase 2: Selected Endpoints IPv6 only with IPv4 feature parity with dual stack applicationsServers. IPv6 via Configuration change. IPv6 Support for Operation and Maintenance.

Unified CCE IPv6 HTTPJTAPISIPCUCMSIP/SCCPDual StackIPv4 OnlyIPv4 only ServersIPv6 Aware over IPv4SIPCUP/CUSP/SME (optional)SIPGWsRTP11.0: No CAD, CTIOS, MTP, MA, IP-IVR, MediaSense

Live Data in Unified CCE 11.0 Statistics updated asevents occur:individual cellsupdate instead ofentire report Available inIntelligence Centerand Finesse Agent

Feature and Capacity with Live DataFeature / Capacity ItemUCCE 11.0 with Live DataCUIC Real-time Report RefreshLive Data report cells update as events occur. Somestatistics, like Calls in Queue, are aggregated every 3seconds for readability.Finesse Agent Real-time statsAgent, Agent Skill Group, Skill Group and PrecisionQueue reportsCUIC clients per Unified CCE800 CUIC users 12,000 Finesse AgentsAdditional Statistics available: AgentActive and Non-Active skills, Not Ready Reason Codes,MediaAdditional Statistics available: Skill Group andPrecision QueueToDay and ToInterval Stats for Calls Handled, AHT,Logged On, Ready and Not ready Agents

Video Contact Center with Jabber GuestConsumer ExperienceReal-Time Expert HelpVideo ChatRequired ComponentsGuest User Experience Desktop browser Mobile application SDK (mobile app, web-based)Enterprise NetworkEnterprise DMZ Cisco Expressway –E(OR VCS –E) Jabber Guest virtual machineCisco Expressway –C (or VCS –C)CUCM and registered TP endpointsUnified CCE or Packaged CCEMediaSense

Agent DevicesVideo Contact Center and Remote ExpertC-SeriesMX-Series9900 Series*8900 Series** Video Contact Center onlySX-SeriesEX-SeriesDX-SeriesJabber for Windows &Mac

Outbound Option Support for CUBE with CPA with IOS 15.5(3)M 10.5(2) support with IOS 15.5(2)TNew Reports: Consolidated Outbound Call reports forAgent and IVR based campaigns with Call Dispositions Support for up to 600 Campaigns Improved Dialer/Campaign manager communication improves stability Enhancements to Personal Callback feature improves agent productivity Introducing support to Latin America market with E1 R2 signaling Serviceability: New Perfmon counters for Port and Agent utilizationNew Dialer Call Results for additional SIP error codes

Contact Sharing Logical ViewHorizontal Scaling for our largest customersIVR for Self-Service (CVP)No QueuingLive DataLive DataCallsUCCEUCCEQueuing and AgentHandlingQueuing and AgentHandling

Prime Contact Center Assurance Module Added support for UnifiedCCE/HCS in 10.5 Unified CCE Instrumentationcompleted in 11.0 Pre-requisite: PrimeCollaboration AssuranceAdvanced (monitoring endpointsand infrastructure)ProvisioningSimplifieddeploymentand configurationAnalyticsLong term trendingand analyticsAssuranceContinuousmonitoring anddiagnostics