1 © 2010 Cisco Systems, Inc. All rights reserved. Cisco Confidential Cisco Confidential 1 Customer Collaboration Portfolio Update 2010 Customer Collaboration Analyst Day Tod Famous Product Line Manager Customer Collaboration Business Unit
1© 2010 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialCisco Confidential 1
Customer Collaboration Portfolio Update
2010 Customer Collaboration Analyst Day
Tod FamousProduct Line ManagerCustomer Collaboration Business Unit
2© 2010 Cisco Systems, Inc. All rights reserved.
AgendaA Brief History of Cisco Contact Center
Unified Contact Center Release 8.0
Cisco Customer Collaboration Portfolio Overview
Demonstration: Cisco Unified Intelligence Center
What’s Next?
3© 2010 Cisco Systems, Inc. All rights reserved.
Contact Center Routing
Universal Queue
Laying the Foundation
Network Infrastructure (Routing and Switching)
IP TelephonySelsiusAcquisition
GeotelAcquisition
WebLineAcquisition
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4© 2010 Cisco Systems, Inc. All rights reserved.
Industry Firsts
First IP-Based ACD for Enterprise (IPCC Enterprise)
IP-Based ACD Commercial Mid-Market (IPCC Express)
First IP-Based Outbound Dialer Application
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5© 2010 Cisco Systems, Inc. All rights reserved.
Industry Transformation
Customer Voice Portal Intelligent Network functionality delivers a completely different approach to speech self-service and contact center queuing
Contact Center HostedIP contact center deployment flexibility creates new business models for ACD
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6© 2010 Cisco Systems, Inc. All rights reserved.
Industry Standardization
Application IntegrationEclipse Service Creation Environment
Business IntelligenceWeb 2.0 Reporting Platform
Back-office Expert SelectionUnified Communications based Contact Center
AudiumAcquisition
LatigentAcquisition
ExpertAdvisor
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8© 2010 Cisco Systems, Inc. All rights reserved.
Mid-Market
Enterprise
Service Provider
Self-Service & Virtualization
Customer Care Agents
Target Markets Cisco Unified Customer Care Solutions
Cisco Unified Customer Care Portfolio
Knowledge Worker As a Service
Customer Interaction
Cloud
Cisco Unified Expert
Advisor
Cisco Unified Contact Center
Hosted & Enterprise
Cisco Unified Contact Center
Express
Cisco Unified
Customer Voice Portal
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Cisco Unified Contact Center Express
Mid-market contact centerSophisticated call routing and comprehensive contact management
Presence integration for increased caller satisfaction through improved agent performance and knowledge worker expertise
Workforce Optimization, including Workforce Management and Quality Management
Easy-to-use administration features
Mobile Supervisor enabling real-time reports on the go
Simplified installation, configuration, and application hosting
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Cisco Unified Contact Center Express 8.0New Features
High-availability over WAN for disaster recoverySimplified install and upgradesUnified Communications Analysis ManagerNew Cisco 8900 phones and cross-cluster extension mobility
Customer BenefitsImproved business continuityFaster deploymentLower total cost of ownership
11© 2010 Cisco Systems, Inc. All rights reserved.
Cisco Unified Expert Advisor
Expert Advisor: John, are you available to handle this contact?
John Smith: Yes @ 555-4289Expert Advisor: Pls standby for call.
New FeaturesMobility for ExpertsCertified with Cisco UC Integration for MOC
Customer BenefitsExperts can be anywhereExperts enjoy benefits of MOC integration
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Expert Advisor with CUCIMOC Endpoints
Cisco Unified Communications Integration for Microsoft Office Communicator (CUCIMOC)
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• Self Service (IVR)- voiceXML, Eclipse-based service creation
• Speech- optional ASR/TTS from leading vendors
• Video- optional video self service, queuing, active video agent
• Call Control- SIP/H.323; enables migration to IP
• Call Queuing- network based
• Call Routing- multi-site intelligent call routing
• Reporting- cradle to grave data repository
• Management- centralized, web based
• Vendor interoperability- integration with leading vendors
This industry leading, award-winning product allows your customers to connect and collaborate with your business for both self and agent- assisted service
Cisco Unified Customer Voice PortalAward-winning speech and video-enabled self-service
Powerful call control to treat calls at the most efficient location
14© 2010 Cisco Systems, Inc. All rights reserved.
Cisco Unified Customer Voice Portal Network-based self-service, queuing
Branch Location/POP
Callers
ASR/TTS(optional) Calls
treated locally
Queuing and self-service occur on Voice Gateways
Management and control are centralized/simplified
Server count is reduced
Transfers occur over the IP Network, reducing carrier trunking charges
CVP's award-winning architecture uses the Network as the Platform:
CVPCVP
Agents (anywhere)
15© 2010 Cisco Systems, Inc. All rights reserved.
Cisco Unified Customer Voice Portal 8.0New Capabilities
Courtesy CallbackVirtualization SupportUnified Communications Analysis ManagerEnhanced SIP capabilities
Customer BenefitsCallers in queue have option to receive a callbackFewer boxes to deployEasier, more comprehensive system managementMore information about the call/caller
16© 2010 Cisco Systems, Inc. All rights reserved.
Cisco Unified Contact Center Enterprise and Hosted
Highly scalable and fault-tolerant multichannel contact center platform
Segmentation of customers, and monitoring of resource availability
Delivery of each contact to the most appropriate resource anywhere in the enterprise
Comprehensive customer profiles using contact-related data, such as dialed number, and calling line ID
Routing to the most appropriate resource to meet customer needs based on real-time conditions (such as agent skills, availability, and queue lengths)
Presence integration to increase caller satisfaction through improved agent performance, and knowledge-worker expertise
17© 2010 Cisco Systems, Inc. All rights reserved.
Cisco Unified Web Interaction ManagerBest of Breed web chat and collaboration system
Push web pages while in queue
Integrated Knowledge Base
Simultaneous multiple chat sessions
Information gathered on web site can be used to ensure routing to the right agent
Multichannel routing / Universal Queuing
18© 2010 Cisco Systems, Inc. All rights reserved.
Cisco Unified E-Mail Interaction Manager
Best of the breed email response management system Business logic set up in workflowsAnalyze email content to provide appropriate treatment and routingSet up the right service level. Categorize
Auto-acknowledgements – Integrated w/ calendar & SLA
Auto-response from knowledge base (KB) – Based on keyword analysisSuggest responses for agentQueuing and Routing – to the right agent or queueMultichannel routing / Universal Queue
19© 2010 Cisco Systems, Inc. All rights reserved.
Cisco Unified Contact Center Enterprise and Hosted 8.0
New Features15 minute interval reportingCompletely new installation and setupUnified Communications Analysis ManagerSIP Dialer with gateway-based call progress analysisVirtualization support
Customer BenefitsMore detailed contact center dataFaster installation Lower total cost of ownershipMassive improvement in Outbound Option scale (fewer servers)Nearly 4:1 reduction in servers through virtualization
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6900 Series IP Phones
The Cisco Unified IP Phone 6900 Series delivers simplified, fully-featured and cost-effective voice communications, in a clutter-free design, for a superior user experience.
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Serviceability ImprovementsNew Features
Unified Communications Analysis Manager– Collect hardware, software versions, license details– Trace level setting and resetting– Call trace log collection/analysis across UC applications (system call
tracking)– Load log/call trace information to Cisco TAC server to further
troubleshootingCCMP Serviceability and TCO improvements
Customer BenefitsCentralized UC serviceability with auto-discovery of UC applications and ability to perform similar tasks Identify and resolve application and platform issues quickly andefficiently
24© 2010 Cisco Systems, Inc. All rights reserved.
Contact Center on Unified Computing System
** MCMC
*
Major reduction in hardware footprint
Serviceability advantages such as snapshots and transfers to new hardware.
Goal: 100% of Unified Communications software delivered as Virtual machine.
25© 2010 Cisco Systems, Inc. All rights reserved.
Unified Intelligence CenterFeatures
Real-tie and historical dashboards include charts, grids, web content, notes to teamWizard-based interface to extend reporting to data sources inside and outside contact centerHighly customizable look and feelUser groups and access control to data, reports and capabilitiesThresholds and drill downsTime zone preference
Customer BenefitsAutomate manual consolidation of data in single dashboardReduce customization costs via end-user access to some customizationIncrease speed to find information pre-configured drill-down information
26© 2010 Cisco Systems, Inc. All rights reserved.
Unified Intelligence Center 8.0New Features
Intelligence Center Standard and PremiumUser experience refreshResiliency – Cluster deployment with replication Platform software part of package (VOS [Linux] and Informix)Localization – user interface in 16 languagesAccessibility testing completed Configuration synchronization with UCCE Additional standard templates: CVP 8.0, CallTypeSkillGroup
Customer BenefitsConsistent presentation for UCCE and CVP reportingIncreased scalability and resiliencyInternational deployments with multiple languagesExpedite start-up due to integration with UCCE configuration data and automatic deployment of standard reports
28© 2010 Cisco Systems, Inc. All rights reserved.
Cisco and salesforce.com Customer Interaction Cloud
CapabilitiesPre-integrated contact center and CRM solution
- Designed for organizations with 30 to 300 agents or knowledge workers.Social Interaction Management platform
- Engage with customers on social networks such as Twitter and FacebookContact Center in the Cloud
- Completely hosted and managed infrastructure
Customer Benefits Increased operational productivity results from rapid deployment and change management potentialIncrease Employee Productivity and Effectiveness with an Integrated Set of ToolsReduced total cost of ownership (CapEx, support, implementation, upgrade, and training cost)Flexible scalability will feed both growth and retention imperatives.
30© 2010 Cisco Systems, Inc. All rights reserved.
Cisco Collaboration Portfolio
IP Communications
Customer Care ConferencingTelepresence
Enterprise Social Software
Mobile Applications Messaging
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Cisco Collaboration Architecture
InfrastructureInfrastructure NetworkNetwork StorageStorageVirtual MachinesVirtual Machines
Collaboration Collaboration ServicesServices
PresencePresence
LocationLocation
Session MgmtSession Mgmt
Policy and Security ManagementPolicy and Security Management
Client FrameworksClient Frameworks
Content MgmtContent Mgmt
TaggingTagging
Communication Communication and Collaboration and Collaboration ApplicationsApplications
ConferencingConferencing Customer CareCustomer Care
Enterprise Social SoftwareEnterprise Social Software IP CommunicationsIP Communications
MessagingMessaging Mobile ApplicationsMobile Applications TelepresenceTelepresence
On-Premise SaaSHybrid
32© 2010 Cisco Systems, Inc. All rights reserved.
Cisco Unified CM Session Management Edition
SIP trunking
Cisco IntercompanyMedia Engine
Business to business UCCisco Unified Presence 8.0
Dual protocol: SIP/SIMPLE and XMPP, powered by Jabber
Cisco Unified Communications Manager 8.0Cisco Unified IP Phones 9900 and 8900 Series
Video enabled
Cisco Unified Mobile Communicator for iPhone
Cisco Unified Contact Center Enterprise, Express, Customer Voice Portal 8.0Cisco and salesforce.comCustomer Interaction Cloud (Customer Care as a Service)
Any-to-any Cisco TelePresenceHD Interoper-ability Cisco TelePresenceWebEx EngageIntercompanyCisco TelePresenceDirectory
Cisco WebExNode for MCS with MeetingPlace8.0Cisco WebExMeetingCenter for iPhone v1.3
Web handoff from iPhoneto PC
Cisco WebExMail
Hosted email, native Outlook support
Cisco WebExConnect IM
Powered by Jabber, UC softphone
Cisco Unified Personal Communicator 8.0
Powered by Jabber
Cisco Show and ShareSocial video systemCisco Enterprise Collaboration Platform (Limited Availability)Social networking for businessCisco Pulse (Limited Availability)People and media searchVideo & Content Auto Tagging
IP Communications and Mobile Applications
Customer Care Conferencing
Enterprise Social SoftwareMessagingTelepresence
Collaboration Announcement Highlights Innovation in 2010
33© 2010 Cisco Systems, Inc. All rights reserved.
Enterprise social software for video collaboration and sharing
User generated content and social media features
Easy integration with other apps and mash-ups
Live events and TelePresenceplayback
Secure business workflows and reporting
Cisco Show and Share Social Video System
34© 2010 Cisco Systems, Inc. All rights reserved.
Quad The Human Network—At Work
Social Collaboration
Open, Interoperable
UC Integration
Security
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Cisco PulseAutomated People and Media Search
OverviewTaps into the network to automatically discover pertinent work experience and valuable content spread across your organization
Ability to collaborate with colleagues in a click
Automatically navigate rich media to the relevant spoken word
Embed this capability in a variety of business applications using OpenSocial APIs
Customer BenefitsAccelerate Performance:Quickly find relevant people and information
Increase revenue and customer satisfaction:Improving decision making driving shorter product life cycles and sales cycles
Maximize IT investment and human capital:Take advantage of the network to cut across silos to make use of available resources
36© 2010 Cisco Systems, Inc. All rights reserved.
Contact Center Solution Roadmap
Enterprise CoreIntelligence Center Appliance15-Min Interval ReportingMulti-Line SupportAgent Self Re-skillingCourtesy Callback)SIP DialerSS7 over IP NIC
Express CoreHigh AvailabilityServiceability Enhancements
Enterprise CoreRecorded Agent GreetingWhisper AnnounceCUIC as primary reporting interface (WebView disabled)
Express Core• Predictive Dialing• Scale IncreaseCustomer Collaboration
Social Media Customer CareWeb 2.0 Agent and Supervisor DesktopMultimedia capture and playback
*subject to change
VirtualizationUnified Computing System B-SeriesUCS VirtualizationUC Analysis Manager
VirtualizationUnified Computing System C-SeriesUCS Virtualization Ph. 2
Megacluster Support69xx Agent PhonesNot Ready State TransitionsCTI OS Clients on VMWare VDINehalem MCS ServersAvaya AES 4.2.2 CVLANMOC SupportQueue-to-ExpertCUIC Report TemplatesWeb Callback and Blended CollaborationMeetMe
2009
Release 7.51Q2010
Release 8.04Q2010
Release 8.5*