BRKCCT-1011 - Cisco Live

#CLUS

#CLUS

Shantanu Nandi, Product Manager

Abhiram Kramadhati, Technical Solutions Manager

BRKCCT-1011

Update and Roadmap

Cisco Unified Contact Center Express

Agenda

© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public#CLUS

• Unified CCX – The Big Picture

• Release 11.6(1) recap

• Introducing 11.6(2)

• Journey to 12.0 and Beyond

• Conclusion

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© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 4

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cs.co/ciscolivebot#BRKCCT-1011

BRKCCT-1011


Roadmap /

FeaturesSecurity Troubleshooting Upgrade

Report-

ingDesktop

Omni-

channelAI/BOTs

Product

strategy

Design &

Planning

Instructor led

labs:

Intermediate

BRKCCT-1051

UCCX

UCCE

Cloud CC

BRKCCT-1011

BRKCCT-1009

BRKCCT-2007

BRKCCT-2035

BRKCCT-2008

BRKCCT-2002

BRKCCT-2003

BRKCCT-2008

BRKCCT-3005

BRKCCT-2035

BRKCCT-2001

BRKCCT-2035

BR

KC

CT

-2056

BR

KC

CT

-1031

BR

KC

CT

-1005

BR

KC

CT

-1

00

3

PS

OC

CT

-1645

Power of Cloud! No troubleshooting or

upgrades.

LTRCCT-2051

UCCE

LTRCCT-2010

UCCX

Instructor led hands-on

Instructor led

labs:

AdvancedLTRCCT-3051

UCCE

Techtorial TECCT-2022

UCCE

TECCT-3022

UCCE

Continue your customer care education

BRKCCT-1009

DevNet Sessions

DEVNET-2109

Dialog APIs

DEVNET-1024

Intro Rest APIs

DEVNET-1692

Custom Gadgets

DEVNET-3004

CVP

DEVNET-2325

Context Service

DEVNET-1197

FB Messenger

DEVNET-1196

UCCX Chat APIs

Finesse

Omni-channel

Intelligent IVR


New Cisco Customer Journey Solutions

6BRKCCT-1011

Cloud

On-Premises

Contact Center Express

Contact Center

Enterprise

Hosted Collaboration Service

for Contact Center

Co

nte

xt

Se

rvic

e

Co

nn

ec

ted

AI

Co

nn

ec

ted

Me

ss

ag

ing

CC-One + Spark CareCustomer Journey Platform

Unified CCXThe Big Picture


Video Transcript

“…customer experience begins with contact center and customer care, and there’s never been more challenge. Customers that you mentioned in the digital revolution. Customers are demanding more ways to contact; they're demanding more speed; and more accuracy and the answers that they get from businesses, they're they’re more informed than ever. And so these are all great challenges for contact center vendors.

Customer experience is about how customer feels when they're dealing with the business and. It's a very personal thing and businesses need to try to deliver a unique experience based on what customers need.

However they also need to do that at scale and that’s something that Cisco brings to the table is we can deliver that integrated experience across all channels at scale for the enterprise”

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Unified Contact Center Express

PartnerAPI

WFM

ContextService

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FinesseLive DataExtend & Connect

Multisession Web ChatPredictive & Progressive Outbound, IPv6, E.164

Agent Email for Finesse

Context ServiceStand-alone CUICFinesse IPPACAD

Single Sign OnCUIC UX RefreshChromeOffice 365

State ManagementDigital Channel++Monitoring & Reporting

Agent ExperienceAdvanced Supervisor capabilitiesOmni-channel capability

Bubble ChatFB Messenger

10.0 10.5 10.6 11.0 11.5 11.6 12.0

The Contact Center Express Journey

Introduction of the browser based desktop platform

Chat and Email functionality

Omnichannel journey mapping – Context Service

11.6(1) (2)

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Release 11.6 Recap


A Breath of Fresh Air – UCCX 11.6

Agent Experience

Reporting Experience

Omni-channelCapabilities

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© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public

Improve Agent Productivity

• 3 clicks to dial a number from call-history

• Need to change state before making a call

• Have to think when receiving a call on non-ACD and ACD lines.

Wait, now I have to know what an ACD and what a non-ACD line is?

“As an agent, I have to do multiple clicks to do simple

tasks”

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Recent Call History Gadget and Make-Call

I can make a call directly from the gadget

I can see all the calls I made in the past

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Placing an Outgoing Call

Before 11.6:

No option to make callChange state to Not-Ready

Option to make call

Dial Number

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Making an Outgoing Call in 11.6

New Reason Code: Not Ready – Offhook

- Available for Agents and Supervisors

- Visible in Live Data reports

- Visible in Historical reports

No option to make call in READY state Make call in READY state

VS

UCCX < 11.6 UCCX 11.6

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32765234234234 2344363523

123234

78271817323212

32762

327618291828

4357534562

3275632759 32761

32763

5865865 23572573687565456 123517

32758

76969879

9787987

4235325

Wait, does it mean we’ll have another reason code to deal with?

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Display Reason Code Labels

System Generated Not Ready label

System Generated Not Ready code configuration

Displayed in Reports

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Agent State Including non-ACD Activity

Agent on non-ACD call on personal line

Agent ACD state READY

ACD call offered, agent cannot answer

Call marked as not-answered

Was the agent really READY?

• Configurable parameter to move agent to Not-

Ready for Non-ACD call

• System Generated Reason Code and Label

• State reflected in LiveData and Historical

Reports

• Applicable to the first 4 lines

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Ability for Agents to Blind Transfer

A new kind of transfer in addition to the existing option

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Enabling Supervisors


Better Supervisor Experience

• View the agents’ state history

• How can I monitor outgoing calls?

• How can I know the call history of my agents?

“As a supervisor, I want the ability to

monitor and manage my team

from a single window”

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Ability to see Agents’ State and Call history

Call History

State History

Selected Agent

Reason Label

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Ability to Monitor Every Call

ACD call

Start Monitoring

Start Monitoring

Outgoing call on ACD line

In 11.6

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Email and Chat Enhancements


Email Features – New in 11.6

Email Signatures

EditableTo, Cc, Bcc

Reply ToReply All

Email Forward

GmailSupport

BiggerAttachments

Wrap-upReasons

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Ability to Cc, Bcc Recipients and much more

Cc

Bcc

Editable To field,

Adding additional recipients

Reply

Reply All

Forward

Discard

Requeue• Ability to Reply-All• Ability to Forward email

outside the organization• Comprehensive Reporting

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Customizable Email SignaturesSignatures per email CSQ

Rich Text

Agent Alias

Images

500 Signatures + Pre-defined Responses

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Reports Covering the New Capabilities

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Web Chat Features - What’s New in 11.6

Group ChatTyping

IndicatorsChat

Schedules

Wrap-upReasons

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Wrap-up Reasons for Chat and Email

Category

Reason

Selected Wrap-up Reasons

(Max 5)

Search Wrap-up Codes

Easy selection of wrap-up codes

Search wrap-up codes

Administrator can create categories and nested drill-down

Captured in the reports

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Category

Reason

Agent

Chat Email Total

Filter by Agent Name, Interval, Category

Wrap-up reason – filter by name, category and interval

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Reducing the customer effort with chat

• Customer is on a chat with a support agent for his bike repair.

• Customer would also like to know about the new bike-jacket that has been released.

Only a sales-agent can do this!

I would like to invite the sales-agent into the same chat to help the customer.

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Group Chat – Reduce Customer Effort

Invite a CSQ

Previous chat history

is retained

Supervisor intervention in chat and multi-team interaction

Typing Indicator for all

the chat sessions

Reporting

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Reports Clearly Capture Group Chat Information

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“As a contact center admin, I want my customers to know that the contact center is closed before starting a chat”

• Off-hours message to customer

• Alternate contact methods

• Configure holidays

• Custom working hours

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Set Business Hours for Chat

Set hours for each day

Message for customer during off-hours

Holiday calendar

Schedule Custom business days

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UCCX ReportingAn improved Dashboard and Chart creation experience


A new dashboard canvas

A canvas

Drag-and-Drop widgets New chart types

WYSIWYG


New Multichannel reports

Inbound Calls

Outbound Calls

Chats

Emails

Agent name and IDAgent Summary Report

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UCCX Platform –Beefing Up


A Capability Upgrade – Bigger and Better

• TLS 1.2 support

• Proxy and Header support for REST APIs

Hardening the solution

• Proxy Support for O365, GMAIL, Context Service

• New IDPs supported

Advanced Deployments

• SocialMiner on BE6K

• VMWare ESXi 6.5

• HyperFlex

New Infrastructure

• O365 and Gmail support for agent email

• SM and UCCX APIs combine to bring in new channels

New application Support

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SSO: Generic SAML v2 support and Kerberos login

Kerberos/Windows based SSO

Step1: Start the Windows Machine

Step2: Login with corporate account

Step3: Open CC Application.

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Hardening the Finesse High-Availability


Keeping the Contact Center Operational

Answer customer callsProvide self-service

Handle customer interactionsResolve the customer’s query

Making these two functions highly available in the UCCX

Engine failure

Call Failures

Node failureAutomatic failover

to the second node

Finesse failure

Agent login failure

Agent login failure

Second node working well.

Restart the whole box?

Second node working well.

BRKCCT-1011 46


Before 11.6 – Finesse only on the Master Node

Deskto

p

UCCXSide B

Fin

ess

eC

isco T

om

cat

Deskt

op

UCCXSide A

Fin

ess

eC

isco T

om

cat Cisco Unified

CCX Notification

Service

Cisco Unified CCX Engine

Cisco Unified CCX

Notification Service


OUT_OF_SERVICE

IN_SERVICEMaster Secondary

BRKCCT-1011 47


11.6: Finesse active on non-master node

Deskto

p

UCCXSide B

Fin

ess

eC

isco T

om

cat

Deskt

op

UCCXSide A

Fin

ess

eC

isco T

om

cat Cisco Unified

CCX Notification

Service


Cisco Unified CCX

Notification Service


OUT_OF_SERVICE

IN_SERVICEMaster SecondaryIN_SERVICE

BRKCCT-1011 48


Think Upgrade

Upgrade

Feature Updates

Security Enhancements

Change in UI/UX

Browser and client

software

Version Compatibility

Hardware Updates

BRKCCT-1011 49


Making upgrades faster

Before 11.6

Upgrades faster by 40% Switch versions faster by 50%

From 11.6

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Transcript

Why would you say customers are driven to Cisco?

“Well in this market, I think, something that's really important is our ability to deliver and cisco has shown that in contact center our ability to execute differentiates us and we've also been able to do that while innovating. We have a process of innovation which has led to new capabilities in customer care and and I can, I think, finally I would say that Cisco is the most trusted vendor in IT and we carry that brand into the context in our market”

BRKCCT-1011 52

Introducing 11.6.2


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 at http://www.cisco.com. Actual performance and environmental costs of Cisco products will vary depending on individual customer configurations and conditions.

BRKCCT-1011 54

http://www.cisco.com/


What did the Users Have to Say?

“The new design is

straightforward.

Especially the way the

calls would

come in..”

“The very fact that

Cisco is listening to

us proves that we

made the right

choice.”

20 15 20 60

Customers Cities Contact

Centers

User Validation

Sessions

BRKCCT-1011 55


What’s New in 11.6(2)?

API

WFM

Finesserobustness

Email hardening

HTML Transcript

Post Chat

RatingFacebook

Messenger

BRKCCT-1011 56


“I want my end customers to have a better and more modern web chat experience”

Bubble Chat brings you

• Contemporary Design for the end consumer chat interface

• Easier integration to Website

• Automatic update of Chat Widget

BRKCCT-1011 57

Bubble Chat Demonstration

© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public#CLUS BRKCCT-1011 59










“how easy it would be if can reach my bank right from my Messenger App while on the move”

• Facebook has 1.2 Billion active monthly users

• Businesses need to enable this vast set of people to reach them from their familiar app

Facebook

Messenger

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Facebook Messenger Demonstration


Facebook

Messenger

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Facebook

Messenger

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Facebook

Messenger

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Facebook

Messenger

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Facebook

Messenger

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Facebook

Messenger

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Facebook

Messenger

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Facebook

Messenger

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Facebook

Messenger

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Facebook

Messenger

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Facebook

Messenger

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Hardening


We Heard You

• Robustness of behavior post CCX node failure• Streamlined the process of auto login of Agents – 100s of them

• Emails in queue prior to failure are automatically placed back to queue

• Immunity to third party entities’ issues• Handle Email Server slowness

• Resilient to connectivity flakiness between mail server and CCX solution

BRKCCT-1011 82

Journey to 12.0 and Beyond


What to Expect in12.0

API

WFM

FinesseNew Look

HTML Transcript

Post Chat

RatingFbM

Advanced

Supervisor

CUIC Simplicity

BRKCCT-1011 84


“Its painful to involve my admin just to move my agents between queues”

“I need an easy method to update the voice prompt on my sales 1800#”

• Queue Management

• Calendar Management

• Application Management

• Outbound Campaign Management

BRKCCT-1011 85


Advanced Supervisor Capabilities

Select a Supervisor and enable various functions like

• Queue Management

• Outbound Campaign Management

• Application Management

• Calendar management

BRKCCT-1011 86


Queue Management

00:04:2927

Based on queue condition manage queue

BRKCCT-1011 87


List Agents

Get the list of current agents assigned to the queue

Remove Agent

Add Agent

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Add Agents

89BRKCCT-1011

list of agents not assigned to the queue

block out not logged in agents


Calendar Management

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Calendar Management

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Calendar Management

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Calendar Management

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Application Management

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Play and check

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Outbound Campaign Management

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Manage timings

Import Contacts

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x

Report Definitions

• Creation Wizard

• View associated Reports

• Clone

x

BRKCCT-1011 103


Simplified CUIC Admin

• User & Group Management

• Permissions Management

• Datasource Management

• Scheduler

BRKCCT-1011 104


Finesse Updates

• UX Refresh

• Agent to Agent chat

* Chat Email state separation is a stretch

*

BRKCCT-1011 105

…and Beyond


Transcript

So what can we expect from Cisco going forward and where do you see the customer care industry going?

“Well I think the area that we’re most excited about right now is artificial intelligence and clearly that technology is impacting all software but in customer care there's some great opportunity to bring automated customer service so we're seeing a lot of activity in the chat bot space and that gives our customers the ability to deliver service faster and more accurately and at lower cost we're also interested in machine learning technology as it can improve how the operations work in the contact center so a lot of innovation happening there and and finally I would mention the connected home the smart device market in the home and the consumer Virtual Assistants we think that those will be the next channel for customer service and our businesses want to connect with customers in the home that really delivers a new type of customer experience and we believe that that will derive a new level of customer loyalty ”

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The Hybrid Way

Contact Center Express

Hybrid

Customer Journey Platform

Context Service Connected AI Connected Messaging

BRKCCT-1011 109


Self Service with Bots

Create Chat Contact API

Chat Events API

Gate

way S

erv

ice

Cisco Bot Engine

BRKCCT-1011 110


CC Flex Plan Subscription

Flex Contact Center Concurrent Agent

Premium

MIXING ALLOWED

Premise Software

Hosted Software

CJP

Premium

Standard*

Premise Software

Cloud SaaS

Hosted Software

Cloud SaaS

Premise Software

Hosted Software

• Licensed on concurrent user basis only

• 12 mo. Minimum term

• Flex Deployment Options:

• SaaS CJP

• On-prem UCCX

• On-prem UCCE, PCCE

• Hosted UCCE

CC Flex Plan

• Additional CJP accessory packs can be added as needed for each account

• S+ Add-ons are a separate purchase

• Seasonality offered only for CJP deployment

BRKCCT-1011 111

Conclusion


Wrap-up

Execute

what

you n

eed

Vision for the Future

BRKCCT-1011 113

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BRKCCT-1011 114

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Demos in the Cisco campus

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labs

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1:1 meetings

Related sessions

Continue your education

BRKCCT-1011 115

Thank you

#CLUS

#CLUS

BRKCCT-1011 - Cisco Live

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