Cisco’s Customer Response Solutions Cisco’s Customer Response Solutions (CRS) & IP Integrated Contact Distribution (ICD) Standard & Enhanced Systems Engineer Systems Engineer Call Centre Specialist Call Centre Specialist [email protected][email protected]Jim Scotland Jim Scotland
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Cisco’s Customer Response Solutions(CRS) IP Integrated ... · Cisco’s Customer Response Solutions(CRS) & IP Integrated Contact Distribution (ICD) Standard & Enhanced Systems Engineer
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IP Integrated Contact Distribution (ICD)Standard & Enhanced
CRS
Agenda
• CRS ( Customer Response Solutions ) Overview
• Cisco IP ICD review / Overview• Capacity and Performance• Positioning • Deployment Models• Smooth Migration path from Traditional
Call Centre to IP Based Call Centre
Cisco’s Customer Response Solutions (CRS)
What is it?
• A complete voice call interaction management solution with select multi-media and web enhancements for the entry to mid-market (1-75 agents)
• A complete and robust IVR suitable for enterprise HQ and enterprise branch deployment (requires Call Manager)
• A simple, inexpensive Auto-Attendant for enterprise branch deployment
• Features: Text to Speech, Automatic Speech Recognition, IVR Capabilities, Auto Attendant, Call Centre – Skills based routing, Internationalized for English, French, Spanish, supports Web based contacts with VXML, based on browser settings we determine the language of the user.
• Same look and feel as Call Manager Administration
Cisco’s Customer Response Solutions (CRS)
The Value Proposition
• Complete voice contact interaction management
• Designed from the ground up for ease of installation, use and maintenance
• Easy to develop, easy to deploy, low lost PSO• Highly integrated current & future component
applications• Cisco CallManager integration
Cisco’s Customer Response Solutions (CRS)
CRS Point Solutions
• IP ICD - Contact Center–IP ICD Enhanced–IP ICD Standard
• IP IVR - Custom/Vertical IVR–Enterprise IVR w/ASR/TTS–IPCC Integration
• IP ICD (version 3.0) – Small to mid market, IP only – 5 to 75 agents – Formal and informal contact centers– Single server architecture, integrated IVR– Tight integration with Call Manager and CTI
• IPCC ( to be covered in the IPCC Presentation @ 1:30 )– 25 agents and above – mid to large market– Multi-server, highly redundant architecture– Multi-site with TDM - PBX integration– Multi-channel, universal queuing – Migration Strategy from TDM– Custom CTI Toolkit and Enterprise Reporting
Agent Desktop Cisco CTI
Call Manager
CRS (Interactive Voice Response)
Agent Desktop Cisco CTI
Call Manager
Interactive Voice Response
ICM
The CRS (Application Engine) Platform
Customer Response PlatformExternal Services
LDAPLDAP
PagingPagingE-Mail
ICMICM
Telephony
Directory Access
Database Access
Queuing (IP ICD)
Web Access
Notification Service
UnityUnity
Voice Browser (VoiceXML Interpreter)
ICD Agent
Speech
NuanceNuanceEnterpriseDatabase
EnterpriseDatabase
Web PagesWeb Pages
Web PagesWeb PagesEnhancedDatabaseEnhancedDatabase
aaPriority Queuing:10 priority levelsDynamic re-prioritization under workflow control
aaaaFIFO QueuingEnhancedStandardFeature
CRS IP ICD Standard vs. Enhanced:Agent States
aaWork Ready
aaaaLogged On, Logged Off, Ready, Not Ready, Reserved, Talking
EnhancedStandardFeature
CRS IP ICD Standard vs. Enhanced:Advanced Supervisors Features
aaCall Intercept:Supervisor may take call from agent to supervisor
aaCall Barge-In:Supervisor may join agent call in progress
aaSilent Monitoring:Supervisor may monitor both agent & caller with notification to agent or callerOptional text messaging notification of monitoring to agent desktop
EnhancedStandardFeature
CRS IP ICD Standard vs. Enhanced:On Demand Recording
aaSupports use of Third Party recording products
aaAgent or Supervisor On Demand RecordingRecordings held for rolling seven day period
EnhancedStandardFeature
Incoming Call Handling
• Incoming callers connect to an IP ICD route point and hear a welcome message or simple IVR interaction
• If the IP IVR is part of the system, more sophisticated interaction is possible
• Call flow selects the appropriate group and attempts to find a free agent to accept it
Incoming Call Handling (Cont.)
• If no agent is available to take an incoming call, the call is queued
• The IP ICD uses a simple First In, First Out (FIFO) queue with the ability to change Queue priority for selected calls
• Agents go through various states in handling a call
Login / Logout, Ready / Not ReadyCall Control = Dial / Answer / Release, Hold Retrieve,, Conference / Transfer
Supervisor alerts / Emergency / Assistance Display of agents / and teams current statisticsAgent / Supervisor Chatting, Voice recording
Full contact and Agent detail reporting
Cisco Integrated IVR:Standard Features
• Static Announcements: “All of our agents are busy . . . ”
• Dynamic Announcements: “There are 12 calls in queue. Your expected wait time is 2 minutes”
• Prompts for caller data: “Please enter your 6 digit account code.”
• Prompts for route options: “To leave a message press 1, to select a list of frequently asked questions . . .”
Provides call treatment to queued calls
CRS (IP-IVR) Workflow Editor
Step LibraryStep Library
StepsSteps
PalettePaletteWindowWindow
Step LibraryStep Library
ToolbarToolbar
DesignDesignWindowWindow
FlowFlow
VariableVariableWindowWindow
Step Libraries
CallManager AdministrationUser Information Screen
ICD Subsystem ConfigurationResources
• Skills• Resources• Resource Groups• Contact Service Queues
• Cisco IP Phone agents (7960, 7940)– All login agent states– Basic ACD statistics
Cisco Agent Desktop (CAD)
• Minimal Screen Space• Keystroke Macros Launch
Desktop Apps.• Quick Installation• Easy Modifications• Supports “Media Termination”“Your choice to use an IP phone or
your PC for voice path”
Call Control Features
ACD Features
Customized Controls
A quick-to-deploy CTI desktop application
Cisco Agent Desktop
The agent’s ACD report has two tabs – one for the agent and the other for the queues (skills) the agent is logged into. Following shows the agent’s ACD activity. The queues report shows data identical to the supervisor’s display.
ICD Agent Desktop
• Keystroke macros launch desktop applications
• Quick installation• Easy modifications
A Quick-to-Deploy CTI Desktop ApplicationA Quick-to-Deploy CTI Desktop Application
Call log – rolling 7 days of call activity. The view may be tailored to the individual user.
Cisco Agent Desktop
Agent ACD state transitions. Shows time history of agent’s ACD state transitions.
Cisco Agent Desktop
Cisco Supervisor Desktop- Data View Pane
• Real-time statistics
• Text chat
• Marquee messaging
• Silent monitor
• Barge in
• Intercept
• Change agent state
• Log out agent
Call Intercept:–Supervisor can take call from agent to supervisor
Call Barge-In:–Supervisor can join agent call in progress
Silent Monitoring:– Supervisor can monitor both agent and caller with
notification to agent or caller– Optional text messaging notification of monitoring to
agent desktop
Feature EnhancedEnhancedStandardStandard
ICD Supervisor Features
X
X
X
Cisco IP Phone Agent
• Support for Cisco IP Phone 7960 and 7940• Extension Mobility Log On/Off• Agent Log On/Off• Display Agent State• Change Agent State
IP Phone Agent Interface
Cisco Agent Desktop/Cisco Supervisor Desktop v4.2 for IPCC IP Phone Agent & ICD
Logged in Agents: up to 75Calls in Queue: up to100Calls per hour: 14400 cphSimultaneous call arrival: 16 calls at once Skills: 50CSQs: 25 per agentResource Groups: no enforced limit
Overall System Limits - review:Maximums
CRS and IPCC Differentiation:Markets, Scale, Scope
Full MultimediaVoice (web server integration)
Scope
50-1000’s1-75Scale
Mid-Market to High End Formal Contact Centers
Entry (adjunct ACD) to Mid-Market Formal & Informal Contact Center
Markets
IPCCCRS IP ICDArea of comparison
CRS and IPCC Differentiation:Third Party Support
Very CapableCapableAbility to deploy 3rd party solutions
Extensive integration including API
Limited to keystroke macro integration
3rd Party CRM, Workforce Mgmt, etc. Integration
IPCCCRS IP ICDArea of comparison
Decision Checklist:CRS IP ICD or IPCC
aaRemote/Home Agents
aaInformal Voice Call Center
aaFormal Voice Call Center
axxVirtual Contact CenteraxxScalability > 100 agentsaxxFull Multi-MediaaxxFull RedundancyaxxMulti – Site
aaSingle SiteIPCCCRS ICDCriteria
CRS&
AVVID IP Telephony Deployment Examples
Deployment Models
Single Site DeploymentsA Full Featured Voice Contact Center
PSTN
CallManagerCluster
• Cisco CallManager, Applications and DSP Resources at same physical location
• Supports up to 10,000 IP Phones per cluster
• Multiple clusters can be interconnected via Inter-Clustertrunks
• PSTN used for all external calls
Other Contact CenterServers
e.g. CEM, CCS
Other Other Contact Contact CenterCenterServersServers
e.g. CEM, e.g. CEM, CCSCCS
CRS Contact Center
* Server per Common Administered Center•May Have multiple Servers•(e.g. hot standby)• All services in a single box (except ASR & TTS)• Co-Resident available at reduced agent counts
CRS Contact Center
* Server per Common Administered Center•May Have multiple Servers•(e.g. hot standby)• All services in a single box (except ASR & TTS)• Co-Resident available at reduced agent counts
• ICD Voice & VXML, XML server integration
• Can deploy CEM, CCS alongside
• Can deploy hot-standby• Can deploy multiple,
though separately administered, ICD servers per cluster
Centralized Call ProcessingRemote Agents, Not Multi-Site
• CallManager at central site• Applications and DSP resources can be
centralized or distributed• Supports up to 10,000 IP phones per cluster (CM 3.2
= 2,500)• Call admission control (limit number of calls per site)• Survivable Remote Site Telephony for remote
branches
PSTN
IP WAN
Headquarters
Branch A
Branch B
CallManagerCluster
CallManagerCluster
SRST-enabledrouter
SRST-enabledrouter
CRS Contact Center
RemoteAgent
RemoteAgent
RemoteAgent
RemoteAgent
• Support geographically distributed agents• Same agent services as in single site
deployment• Should be differentiated from multi-site
support• Today lose ACD & IVR on WAN loss.
SRST retains POTS– Will support SRST ACD/IVR in later release
Distributed Call Processing DeploymentsMultiple CRS CC deployments
• CallManager and Applications located at each site
• Up to 10,000 IP Phones per site
• 100+ sites• Transparent use of PSTN
if IP WAN unavailable
Headquarters
Branch A
PSTN
IP WANGatekeeper
CallManagerCluster
GK
CallManagerCluster
Branch B
CallManagerCluster
• View as multiple disjoint single site, or heterogeneous single & centralized mixture
• No additional features specific to this deployment model
• Cannot support distributed multi-site a la IPCC
CRS Contact Center
CRSContactCenter
CRSContactCenter
Smooth Migration path from Traditional CC to IP Based Call Centre