Novinky v kontaktních centrech

Twitter www.twitter.com/ciscocz Talk2cisco www.talk2cisco.cz/dotazy SMS 721 994 600 Cisco Cisco Expo Expo 2011 2011 Cisco Cisco and/or and/or its affiliates. its affiliates. All rights All rights reserved. reserved. Cisco Public 2

Intro Komponenty řešení Partnerské nadstavby Precision Routing Package CCE UC klient v kontaktním centru Summary Cisco Cisco Expo Expo 2011 2011 Cisco Cisco and/or and/or its affiliates. its affiliates. All rights All rights reserved. reserved. Cisco Public 3

Velikost cílového trhu (miliony usd) Připravené řešení kontaktního centra pro střední a velkéall-in-one, "snadno podnikové kontaktních center nainstalovat a používat", Hunt Group funkce pro multi-kanálové malé Vysoce přizpůsobitelné řešení pro malá pracovní skupiny multikanálové řešení pro velká a střední kontaktní centra. firemní kontaktní centra Packaged CCE Unified CM Queuing Contact Center Express Contact Center Enterprise Počet operátorů 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 5

Cisco Unified Contact Center Products Cisco Unified Contact Center Express Cisco Unified Contact Center Enterprise Cisco Unified Contact Center Hosted Cisco Unified Expert Advisor Cisco Unified Intelligent Contact Management Products Unified ICM Enterprise Unified ICM Hosted Cisco Unified Voice and Video Self-Service Cisco Unified Call Services and Call Studio Cisco Unified Customer Voice Portal (CVP) Cisco Unified IP Interactive Voice Response (IP IVR) Cisco Hosted Collaboration Solution for Contact Center Cisco and Salesforce.com Customer Interaction Cloud Options & Add-ons Cisco Agent Desktop Cisco Computer Telephony Integration Cisco Enterprise Reporting Cisco Finesse Cisco MediaSense Cisco Outbound Option Cisco SocialMiner Cisco Support Tools Cisco Unified CRM Connectors Cisco Unified E-Mail Interaction Manager Cisco Unified Intelligence Suite Cisco Unified Mobile Agent Option Cisco Unified Web Interaction Manager Cisco Unified Workforce Optimization Exony Virtualized Interaction Manager Analytics (SolutionsPlus) OnQ Campaign Management Solution (SolutionsPlus) Cisco Cisco Expo Expo 2011 2011 Cisco Cisco and/or and/or its affiliates. its affiliates. All rights All rights reserved. reserved. Cisco Public 6

CTI Agent ACD Volitelné služby Express Enterprise email Outbound Web Chat WFM CVP IP/IVR EIM WIM Outbound Social Miner Recording: MediaSense Contact Center Expres Standard / Enhanced / Premium Contact Center Enterprise Standard / Enhanced / Premium Reporting: Intelligence Center Standard / Premium CTI Toolkit Agent Desktop (CAD) Finesse Cisco Cisco Expo Expo 2011 2011 Cisco Cisco and/or and/or its affiliates. its affiliates. All rights All rights reserved. reserved. Cisco Public 7

Operátorská CTI aplikace Agent Cockpit Presence Chat Enterprise Directory Cisco Cisco Expo Expo 2011 2011 Cisco Cisco and/or and/or its affiliates. its affiliates. All rights All rights reserved. reserved. Cisco Public 9

Enterprise CRM HTTP HTTP Cisco Finesse Finesse Gadget Server Web Gadget Services Container HTTP HTTP CRM Gadget SocialMiner nebo CUIC SocialMiner,CUIC Cisco Finesse spojuje data a aplikace třetích stran Gadget Architektura nabízí client-side mashup a snadnou integraci Gadget Upgrades handled by each server Snižuje závislost na kompatiobilitě verzí jednotlivých aplikací a datových zdrojů. Cisco Cisco Expo Expo 2011 2011 Cisco Cisco and/or and/or its affiliates. its affiliates. All rights All rights reserved. reserved. Cisco Public 10

Zjednodušení customizace s využitím modulární architektury Mini-web stránky skládané do jedné společné A la carte sestavení agentské aplikace Použití OpenSocial standardů integrace http://docs.opensocial.org/display/os/home UI zdrojový kod publikován na Cisco Developer Network Cisco Cisco Expo Expo 2011 2011 Cisco Cisco and/or and/or its affiliates. its affiliates. All rights All rights reserved. reserved. Cisco Public 11

Obrana proti sociálním sítím!!! http://byznys.lidovky.cz/socialni -site-urychluji-sireninegativnich-zprav-o-firmachp4v-/firmytrhy.asp?c=a120416_163846_f irmy-trhy_rka 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 17

Cisco SocialMiner Social Media Customer Care 1. Sběr dat Airline lost my luggage! 2. Analýza a filtrován 3. Pracovní workflow Cisco SocialMiner Účastník diskuse, přispěvatel blogu,... 4. Přiřazení 5. Zpracování Social Media Zákaznické centrum

SocialMiner Capture Cisco SocialMiner Script Filter Influence Bookmarklet Bookmarklet *8.5(4) is available in October 2011. Cisco Cisco Expo Expo 2011 2011 Cisco Cisco and/or and/or its affiliates. its affiliates. All rights All rights reserved. reserved. Cisco Public 19

Capabilities Filter Social Contacts from entering campaign Tag Social Contacts Change the content of social contacts * File must be in Groovy script. Cisco Cisco Expo Expo 2011 2011 Cisco Cisco and/or and/or its affiliates. its affiliates. All rights All rights reserved. reserved. Cisco Public 20

Flexiblilní prezentační vrstva grafy RSS & Widgets iphone Internet Explorer Heterogeneous ACDs Cisco Unified Intelligence Center Excel WFM & QA PC & panely Data Silos Real Time & Historické sestavy Customer Experience Management Časové plánování 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 23

Pokročilá reportovací platforma Real-time a historické informační panely, grafy & tabulky Snadné použití, průvodce tvorby nových sestav Hotová sada reportů a grafů, možnost vlastních úprav, včetně komplexních filtrovacích pravidel Flexibilita úprav existujících reportů User Groups & Access Control Data & Reports Application Features Thresholds & Drill Downs Time Zone Preference Pokročilé integrační nástroje RSS, Permalinks, Widgets, Embedded HTML Cisco Cisco Expo Expo 2011 2011 Cisco Cisco and/or and/or its affiliates. its affiliates. All rights All rights reserved. reserved. Cisco Public 24

Centralizované nahrávání Volající CUBE Cisco MediaSense MediaSense Network Media Forking SAN storage Speech Analytics Operátor Operátor Lokalita A Lokalita B Průběžné nahrávání hovorů v libovolné lokalitě nebo přesměrovaného hovoru. Zlepšení TCO a ROI pro nahrávací infrastrukturu. Centralizovaná správa a architektura řešení eliminuji nadbytečnou redundanci. Cisco Cisco Expo Expo 2011 2011 Cisco Cisco and/or and/or its affiliates. its affiliates. All rights All rights reserved. reserved. Cisco Public 26 2

Session Management Otevřená, flexibilní archytektura Partnerské nadstavby, aplikace Open Web 2.0 API Globální partnerský Ecosystem Compliance Quality Monitoring Workforce Management Speech/ Behavioral Analytics Custom/ In-house Apps Open Web 2.0 Application API Cisco MediaSense Multimediální služby Audio Capture Metadata database Video Capture Media Storage / archiving Streaming Media export / transcoding Content management Cisco UC Network Infrastruktura SAN CUBE CUBE IP telefon 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 27

Session Management Partner Applications Open Web 2.0 APIs drive Application Innovation and Global Partner Ecosystem The Compliance Quality Monitoring Workforce Management Speech/ Behavioral Analytics Custom/ In-house Apps Workforce Optimisation Suite Open Web 2.0 Application APIs Cisco MediaSense Multimedia Services Audio Capture Metadata database Video Capture Media Storage / archiving Streaming Media export / transcoding Content management Cisco UC Network Infrastructure SAN CUBE CUBE-based media forking planned starting 8.5(3) Phone-based media forking supported in 8.5(1) 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 30

Functional Silos WFM QM Reporting Training Channel/Media Silos Voice Web Text Chat email Social Networks 32 Cisco Cisco Expo Expo 2011 2011 Cisco Cisco and/or and/or its affiliates. its affiliates. All rights All rights reserved. reserved. Cisco Public 32

CUSTOMERS CUSTOMER INTERACTION POINTS: Contact Center / Front Office/Web/Social Media BACK OFFICE Order entry/ inquiries Account Maintenance Fulfillment Payment Processing Shipping Claims/ Settlement Rework/Problem Resolution 15-20% repeat calls Turnaround time and accuracy directly impact customer experience A TARP Worldwide study found that the sources of up to 60% of customer dissatisfaction are found outside the contact center. Source: John Goodman, co-founder TARP, SpeechTek 2006 34 Cisco Cisco Expo Expo 2011 2011 Cisco Cisco and/or and/or its affiliates. its affiliates. All rights All rights reserved. reserved. Cisco Public 34

Zákazník Před definované, statické Skill Groupy Profily operátorů Pro dosažení vyšší úrovně zákaznické spokojenosti je vhodné Unikátní schopnosti, atributy jsou uzamčeny, ztraceny v SG routingu. využít metriku expertizy, míru znalostí. Cisco 2011 Cisco Expo Cisco Expoand/or its affiliates. All rights reserved. 2011 2011 Cisco Cisco and/or and/or its affiliates. its affiliates. All rights All rights reserved. reserved. Cisco Cisco Public Public 40

JENNIFER SAMANTHA JOHN Cisco 2011 Cisco Expo Cisco Expoand/or its affiliates. All rights reserved. 2011 2011 Cisco Cisco and/or and/or its affiliates. its affiliates. All rights All rights reserved. reserved. Cisco Cisco Public Public 42

SABRINA JONES API JENNIFER SAMANTHA JOHN JENNIFER ALBERTSON TYRONE BOOKER SAMANTHA MARSHALL ADRIANA Cisco 2011 Cisco Expo Cisco Expoand/or its affiliates. All rights reserved. 2011 2011 Cisco Cisco and/or and/or its affiliates. its affiliates. All rights All rights reserved. reserved. Cisco Cisco Public Public 43

API Vyhledání Operátor nejlepší nalezen shody Zákazník Odbornost a schopnost operátora definuje krok STEP 1 RYAN SABRINA TYRONE JOHNSTON SAMANTHA Váš Dobrý hovor den je pro tady nás Tyrone, důležitý prosím jak Vám mohu pomoci? vydržte JENNIFER TYRONE Cisco 2011 Cisco Expo Cisco Expoand/or its affiliates. All rights reserved. 2011 2011 Cisco Cisco and/or and/or its affiliates. its affiliates. All rights All rights reserved. reserved. Cisco Cisco Public Public 44

API Shoda Hledání nenalezena shody Zákazník Odbornost a Pokud schopnost není shoda operátora následuje krok definuje 2 krok STEP 1 RYAN SABRINA SAMANTHA Váš hovor je pro nás důležitý... prosím vydržte JENNIFER TYRONE Cisco 2011 Cisco Expo Cisco Expoand/or its affiliates. All rights reserved. 2011 2011 Cisco Cisco and/or and/or its affiliates. its affiliates. All rights All rights reserved. reserved. Cisco Cisco Public Public 45

API Hledání Shoda potřebné nalezena shody Zákazník Každý krok umožní změnu kritérií a rozšíření prohledávané skupiny STEP 2 RYAN SABRINA SAMANTHA JENNIFER TYRONE ADRIANA JOHN ANTHONY Váš Dobrý hovor den je pro tady nás Anna, důležitý jak Vám... prosím mohu pomoci? vydržte. ANNA BOREGA JAMES ANNA PRIA SUSAN Cisco 2011 Cisco Expo Cisco Expoand/or its affiliates. All rights reserved. 2011 2011 Cisco Cisco and/or and/or its affiliates. its affiliates. All rights All rights reserved. reserved. Cisco Cisco Public Public 46

Kombinace atributů definuje rozměr, dimenzi fronty PQ: Auta, Angličtina, Boston Více-krokové zpracování umožní optimální výběr s možností rozšiřování skupiny vybíraných operátorlů Precision Queues udržuje Step level metriky pro statistiky v realném čase Step 1 Auto Insurance 8 English 7 Boston Step 2 Auto Insurance 6 English 6 Boston Step 3 Auto Insurance 5 English 5 Any location Wait 20 seconds Wait 30 seconds Cisco Cisco Expo Expo 2011 2011 Cisco Cisco and/or and/or its affiliates. its affiliates. All rights All rights reserved. reserved. Cisco Public 47

John Sam angličtina = 5 angličtina = 8 pojištění vozů = 5 životní pojistky = 9 Praha = True španělština = 9 pojištění vozů = 8 Brno = True Cisco Cisco Expo Expo 2011 2011 Cisco Cisco and/or and/or its affiliates. its affiliates. All rights All rights reserved. reserved. Cisco Public 48

RYAN DE LA CRUZ API SAMANTHA SABRINA JONES Úspěšné dokončení kurzu, složení zkoušky,... JENNIFER ALBERTSON Aktualizace osobní složky v HR databázi TYRONE BOOKER Cisco 2011 Cisco Expo Cisco Expoand/or its affiliates. All rights reserved. 2011 2011 Cisco Cisco and/or and/or its affiliates. its affiliates. All rights All rights reserved. reserved. Cisco Cisco Public Public 49

PŘED Skills-Based Routing POTÉ Precision Routing Complexní správa operátorů Unikátní znalosti a schopnosti nejsou využity v SG routingu Časově náročné přípravy a ladění skriptů Administrativní změny přinášejí dodatečné náklady. Zlepšení optimalizace zdrojů výběr operátora Zjednodušení administrace. Snadné přídávání dalších služeb. Rozšíření statistik Podpora integrace aplikací třetích stran Cisco 2011 Cisco Expo Cisco Expoand/or its affiliates. All rights reserved. 2011 2011 Cisco Cisco and/or and/or its affiliates. its affiliates. All rights All rights reserved. reserved. Cisco Cisco Public Public 50

Packaged Offer Solution Simplification Simplified Ordering Single Box Deployment Easy to Deploy, Operate and Maintain Reduce Pre-Sales and Post- Sales Time Mainstream Market Adoption 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 52

New 2U, Westmere-EX based 2 socket server Max 20 cores with up to 1TB of memory Up to 64 DIMMs using extended memory riser boards Up to 32 DIMMs with regular riser boards Up to 16 SFF disk drives (2.5 ) HDD or SSD Up to 1GB of flash-backed cache 6x PCIe slots, 2 x 10GbE SFP+ LOMs and 4 x 1GbE LOMs 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 53

CCE PAC M1 (maximum 1000 operator) tradiční nasazení Single Server Rich Voice ACD Inbound Voice (CCE)* Reporting (CUIC) Call Control (UCM) Self Service (CVP) CTI Toolkit Volitelné komponenty Multichannel Social Media Speech Recording Ext. HDS IP IVR Parent/Child TDM CCMP CAD RSM Etc. * zahrnuje Mobile Agent 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 54

CCE-PAC-M1 P/N Popis Cena CCE-PAC-AGENT Packaged Server Software License, need only 1 per deployment, includes: UCCE Server Software Licenses 2x CUIC Standard Licenses 2x CVP Studio Licenses Media kits for UCCE, CVP and CUIC CCE Packaged Agent. Includes license for : 1 CTI Premium Agent, 1 CVP Port, 1 CVP Redundant Port $15,000 $1,930 Advantages compared to current model: -Additional applications built into server license (CUIC and Studio) -Queue and self-service included in agent license 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 55

CCE PAC M1 (maximum 1000 operátorů) Single Server Rich Voice ACD Volitelné komponenty Web Configuration Multichannel Inbound & Outbound Voice (CCE)* Social Media Reporting (CUIC) Speech Call Control (UCM) CVP Reporting Self Service (CVP) Recording Desktop (Finesse) Ext. HDS tradiční nasazení IP IVR Parent/Child TDM CCMP CAD RSM Etc. * zahrnuje Mobile Agent 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 56

Long Distance (800) Carrier TDM Combo GW VXML Conference DSPs T1s Side B Active Directory SCCP (DSPs) SIP UCM UCM Sub HTTP (VXML) JTAPI CVP CVP Call Server VXML Server Media Server GED 125 Call Srv Router CUCM PIM VRU PIM CTI Server CTI OS Clone Side A A Data Srv Logger AWD JDBC CUIC CUIC Pub/Sub UCS C 260 CVP OAMP CVP OAMP UCM Pub SIP Agents Supervisor 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 57

Cisco Unified Customer Voice Portal Network-based self-service, queuing Zákazník Operátor (anywhere) Hovor je zpracován místně Pobočka CVP CVP - distribuovaná architektura s centralizovaným řízením: Hovor ve frontě a IVR aplikace běží na hlasové bráně na pobočce Správa a dohled je centralizován Použití standalone self-service, nebo integrované v CC Enterprise Cisco Cisco Expo Expo 2011 2011 Cisco Cisco and/or and/or its affiliates. its affiliates. All rights All rights reserved. reserved. Cisco Public 58

VXML aplikace v prostředí Eclipse toolkit J2EE runtime VoiceXML služby Interpret VXML DTMF a hlas VXML CVP VXML Server CVP Firemní infrastruktura IOS VXML Browser TDM or IP CVP Zákazník Call Control Operátoři Cisco Cisco Expo Expo 2011 2011 Cisco Cisco and/or and/or its affiliates. its affiliates. All rights All rights reserved. reserved. Cisco Public 59

Long Distance (800) Carrier TDM Combo GW VXML Conference DSPs T1s Side B Active Directory SCCP (DSPs) SIP UCM UCM Sub HTTP (VXML) JTAPI CVP CVP Call Server VXML Server Media Server GED 125 Call Srv Router CUCM PIM VRU PIM CTI Server CTI OS Clone Side A A Data Srv Logger AWD JDBC CUIC CUIC Pub/Sub UCS C 260 CVP OAMP CVP OAMP UCM Pub SIP Agents Supervisor 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 60

Long Distance (800) Carrier TDM Combo GW VXML AW/HDS/DDS Conference DSPs T1s Side B Active Directory SCCP (DSPs) SIP UCM UCM Sub HTTP (VXML) JTAPI CVP CVP Call Server VXML Server Media Server GED 125 Call Srv Router CUCM PIM VRU PIM CTI Server CTI OS Clone Side A A Data Srv Logger AWD JDBC CUIC CUIC Pub/Sub UCS C 260 CVP OAMP CVP OAMP UCM Pub SIP Agents Supervisor 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 61

Long Distance (800) Carrier TDM Combo GW VXML Conference DSPs T1s ASR/TTS MRCP Side B Active Directory SCCP (DSPs) SIP UCM UCM Sub HTTP (VXML) JTAPI CVP CVP Call Server VXML Server Media Server GED 125 Call Srv Router CUCM PIM VRU PIM CTI Server CTI OS Clone Side A A Data Srv Logger AWD JDBC CUIC CUIC Pub/Sub UCS C 260 CVP OAMP CVP OAMP UCM Pub SIP Agents Supervisor 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 62

Long Distance (800) Carrier Firewall WIM Internet TDM Web Server Combo GW VXML Conference DSPs T1s MRI, CSTA Firewall EIM/WIM Services Server DB server Side B Active Directory SCCP (DSPs) SIP UCM UCM Sub HTTP (VXML) JTAPI CVP CVP Call Server VXML Server Media Server GED 125 Call Srv Router CUCM PIM VRU PIM CTI Server CTI OS MR PG Clone Side A A Data Srv Logger AWD JDBC CUIC CUIC Pub/Sub UCS C 260 CVP OAMP CVP OAMP UCM Pub SIP Agents Supervisor 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 63

Long Distance (800) Carrier TDM Egree Gateway Combo GW VXML CTI OS SM Server Conference DSPs T1s Side B Active Directory SCCP (DSPs) SIP UCM UCM Sub HTTP (VXML) JTAPI CVP CVP Call Server VXML Server Media Server GED 125 Call Srv Router CUCM PIM VRU PIM CTI Server CTI OS Clone Side A A Data Srv Logger AWD JDBC CUIC CUIC Pub/Sub UCS C 260 CVP OAMP CVP OAMP UCM Pub SIP Agents Internet Supervisor Mobile Agent 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 64

Long Distance (800) Carrier TDM Combo GW VXML Conference DSPs T1s Side B Active Directory SCCP (DSPs) SIP HTTP (VXML) CVP CVP Call Server VXML Server Media Server GED 125 Call Srv Router CUCM PIM VRU PIM CTI Server CTI OS Clone Side A A Data Srv Logger AWD JDBC CUIC CUIC Pub/Sub UCS C 260 CVP OAMP CVP OAMP JTAPI SIP Agents Supervisor 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 65

Long Distance (800) Carrier TDM Egree Gateway Firewall WIM Web Server Internet Combo GW VXML Conference DSPs T1s ASR/TTS CTI OS SM Server MRCP MRI, CSTA Firewall EIM/WIM Services Server DB server Side B AW/HDS/DDS Active Directory SCCP (DSPs) SIP HTTP (VXML) CVP CVP Call Server VXML Server Media Server GED 125 Call Srv Router CUCM PIM VRU PIM CTI Server CTI OS MR PG Clone Side A A Data Srv Logger AWD JDBC JDBC CUIC CUIC Pub/Sub UCS C 260 CVP OAMP CVP OAMP JTAPI SIP Agents Internet Supervisor Mobile Agent 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 66

Intro Komponenty řešení Partnerské nadstavby = 15min Precision Routing Package CCE UC klient v kontaktním centru Summary Cisco Cisco Expo Expo 2011 2011 Cisco Cisco and/or and/or its affiliates. its affiliates. All rights All rights reserved. reserved. Cisco Public 67

Přístup uživatelů, zákazníků ke službám kontaktního centra Uživatelské služby: Presence, Click 2 Call / IM / WebEx today, Click 2 Video* (1H2012) Jabber SDK API: XMPP (CAXL), Web Phone (AJAX), Video* (PVE) Presence enabled IM / Chat enabled Click 2 WebEx enabled Click 2 Call enabled Click 2 Video* enabled Cisco Cisco Expo Expo 2011 2011 Cisco Cisco and/or and/or its affiliates. its affiliates. All rights All rights reserved. reserved. Cisco Public 68

Twitter www.twitter.com/ciscocz Talk2Cisco www.talk2cisco.cz/dotazy SMS 721 994 600 Zveme Vás na Ptali jste se v sále LEO 1.den 17:45 18:30 2.den 16:30 17:00 Cisco Cisco Expo Expo 2011 2011 Cisco Cisco and/or and/or its affiliates. its affiliates. All rights All rights reserved. reserved. Cisco Public 71