Professional Documents
Culture Documents
0
Digital capabilities on a secure platform for the cloud-conscious customer
SEVT/PVT Amsterdam
June 2018
• Administration Simplicity
• Agent & Supervisor
CCX & CCE Experience
Major 12.0 Themes
• Digital Journey
• Security
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Administration
Simplicity
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Packaged Contact
Center Enterprise
Day 2 configuration portal and 6x increase in scale
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
PCCE
PCCE 12.0 Administration: Sneak Peak
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
PCCE
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
PCCE 12K Large Deployment Requirements PCCE
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
PCCE
1 System Setup
2. Interoperability Setup
3. Device Management
6. Workforce Provisioning
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
CCE 24k
concurrent
agent support
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
CCE
24k Reference Design Requirements HCS CC
• Support 24k inbound voice agents a single UCCE instance (12K SSO Agents)
• Support distribution of agents over max 24 peripherals
• Live Data gadgets for all 24k agents
• Support max of 1200 active reporting users (5% of total active users instead
of 10%)
• HCS-CC compliance
• Retain performance parameters of 12k (TBD)
70 CPS inbound voice. Excluding outbound, multichannel and self-service
27k skill-groups, 4k PQs system-wide
1500 max ECE agents
15k task routing API requests/hour
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
ECC
Variable
Expansion
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
PCCE
ECC Expansion CCE
HCS CC
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
CCE
• Use Cases:
• Supervisor managing multiple
teams across geographies
• IT Administrator needing to
perform supervisor functions
across the span of business
• Reduces overhead and
security issues with multiple
accounts
• Full supervisor functionality
including silent monitor
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
CCE
HCS CC
Non-UPN Supervisor (without @domain.com)
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
PCCE
CCE
VMWare-Cloud/Amazon Web Services Support
• Official support of CCE on VMC-AWS
• VMware-Cloud will enable UCCE VMs to install in AWS Environment
• Customer responsibility to convert licensing from premises to cloud
(perpetual to subscription) for:
• MS Windows Server
• MS SQL Server
• Support
• Customer would work with VMC-AWS for environmental/server issues
• Customer would work with Cisco for break-fix on CC products
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
PCCE
CCE
Performance & Availability concerns
• VMC-AWS is Spec-Based Deployment Model
• CCE has specific premises TRC profiles for VM size, CPU, IO and
scale. Customer is responsible for this characterization within their
VMC-AWS environment
• CUCM may need adjustments for location-based services such as
e911
• To assure VOIP-class QoS, service between Customer premises and
VMC-AWS may need improvement
• VMC-AWS QoS/SLA may not meet Customer’s premises expectation
of 99.99%
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
CVP 12.0
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
IVR localization : Multilingual support
• VVB supports all locales using ISO-8559-1
& UTF-8 character encoding for Automated
Speech Recognition (ASR) and Text-To-
Speech (TTS)
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
VVB : Recording User Utterances While Attempting
Recognition
• Miscommunication in speech recognition
systems is unavoidable
• During Speech recognition, detailed
characterization of user corrections will
enable corrections going forward
• Feature can be conditionally enabled for
recording while simultaneously gathering
input from the user.
• <property name="recordutterance"
value="true"/>
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Bridge Transfer
• With bridge transfer functionality enabled,
call leg between Caller and VVB bridge is
retained
• User to terminate the call Connecting or
Connected during Bridge transfer using
DTMF
• Call transfer could be done from VVB to
Agent Or VVB To IVR
• During bridge transfer call, DTMF can be
pass-through from VVB to IVR
• Support for AAI over a bridge invite
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Agent & Supervisor
Experience
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Cisco Unified
Intelligence
Center
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
PCCE
• Clone Reports
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
PCCE
• Permissions Management
• Datasource Management
• Scheduler
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Cisco
Finesse
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Finesse 12.0 Mockup PCCE
CCE
HCS CC
CCX
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
PCCE
CCE
Desktop HCS CC
CCX
Complete UX refresh to
improve ease-of-use easy for
agents and supervisors
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
PCCE
Desktop CCE
HCS CC
CCX
New Agent & Supervisor
Capabilities
• Agent-Agent Chat
• Wrap-up enhancements
• Supervisor: Agent active call
details
New Supervisor Capabilities
(CCX Only)
• Queue management gadget
• Application management gadget
• Calendar management
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
CCX
CCX Omni-channel
Web Chat
• Facebook Messenger integration
• Chat bubble on business web page
• Post chat survey and reports
• HTML Chat transcripts
• Workflows for Chat and Email
• Proactive Chat
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
The New 12.0 User Experience
Optimized,
Consistent and…
User Validated
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Connected Digital
Experience
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Context
Service
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
In EFT
Available June
CY18
Capture
Customer
Intent
Details
on
hover
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
In EFT
Phased Deployment of the new Context gadget Available June
CY18
Teams B
Teams C
Teams Z
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Planned
Context Service Reports and insights for Q3
CY18
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Enhanced
Multi-Channel
Experience
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
PCCE
Integrated Digital Routing with Multi-tasking CCE
Enhancements HCS CC
• Geographic Redundancy
• Server Side Chat SDK API
• Improved Agent Desktop Experience
• Improve search capability
• Display queues in transfer window
• Provide drop down with scroll bar for
quick responses
• Integrated Digital routing
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Security
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Contact Center Enterprise Security White Paper
https://www.cisco.com/c/en/us/products/collateral/customer-collaboration/unified-contact-center-enterprise/white-paper-c11-740413.html
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
End-To-End Security for Data in Flight
• Adding TLS Support for:
• Inbound Voice
• Outbound Voice
• Multi-Channel
• External Database Dip
• Enable/Disable specific
ciphers to stay current
with emerging security
standards
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
More Security Features
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Security - GDPR Readiness
• Cisco Security & Trust has reviewed Contact Center premises products and
found them GDPR-Ready
• Two categories of data of concern:
• Data in-flight including protocol data streams and custom variables
• Data at-rest including Logger, AW/HDS, CVP, ECE, RE Mobile
• Data protection projects described earlier are reducing exposure
• Most CC data is “run the business” data, and is not subject to GDPR erasure
requirements
• GDPR compliance is the legal responsibility of the Data Processor, which is
usually the customer
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential