Cisco UCC Winning with Customer Care · © 2007 Cisco Systems, Inc. All rights reserved. Cisco...

© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSession IDPresentation_ID 1

Cisco UCC Winning with Customer Care

Abderrahim MAROUFIConsultant Avant-Vente Cisco Expo 2009


Why does my business need a Contact Center?

Cisco Unified Contact Center

Cisco CVP

Cisco Intelligent Suite

Cisco Deployment Models

Conclusion

Topics


Why does my business need a contact center? Because caring for your customers is *important*

Service Quality

Product Features Price

Likelihood to (Re)Purchase

Source: Harvard Business Review, 2004; Monitor Group (Rayport, Jaworski)

As products commoditize, service quality has the highest impact on customers’ decisions to leave or stay.

5:1difference in

customer impact


Because clients who have a great customer service experience become loyal customers ...

... and it's easier to keep your existing customers than to win new ones

Why does my business need a contact center?


Why does my business need a contact center?

Because clients who have a great customer service experience spread the word

A great contact center can help bring in new customers

And because a great contact center can enhance (and define) your BRAND




Cisco CVP



Conclusion

Topics


IP Network

Agent Desktop

SCCP/SIP

H.323MGCPSIP

Customer

Cisco Voice Gateway

PSTN

RTP

ICMICM

CallManager

Unified Intelligent Contact ManagementProvides multichannel skills-based routing

Manages agent and task states across all media types and controls call queuing

Provides real-time and historical reporting

Cisco Unified CallManagerProvides call processing and call control

Manages voice gateways and IP phones

Supports redundant/clustered options

Cisco Unified Contact Center Enterprise: Components

JTAPI


IP Network

ICMICM

IP-Queue Platform

CallManager







Cisco IP Queue PlatformCisco Unified Customer Voice Portal or IP IVR

Acts as a queue point for voice IP calls

Plays “real-time” messages and provides treatment to callers


Agent Desktop

SCCP/SIP

H.323MGCPSIP JTA

PIG

ED-125 (SC

I)

Customer

Cisco Voice Gateway

PSTN

RTP


IP Network

Agent Desktop

SCCP/SIP

H.323MGCPSIP

Customer

Cisco Voice Gateway

PSTN

RTP

ICMICMICM

IP-Queue Platform

CallManager





Outbound Option

TCP-IP/M

RG

ED-125 (SC

I)




Cisco Unified Voice Self-ServiceCisco Unified Voice Portal or IP IVR

Acts as a queue point for voice IP calls

Plays “real-time” messages and provides treatment to callers

Cisco Outbound OptionSoftware-based IP dialer for outbound calling

Blends CCE Inbound and outbound calls

Handles “Do-Not-Call-List”, “Callbacks” and “Transfer to IVR” campaigns


IP Network

Agent Desktop

SCCP/SIP

H.323MGCPSIP

Customer

Cisco Voice Gateway

PSTN

RTP


ICMICM

The E-Mail Interaction Manager

Acts as a POP-3 client for inbound groupmailers like [email protected] Manages auto-replies to automatically handle specific types of e-mail messagesShares a common Knowledge Base acrossE-Mail and Web Interactions

E-Mail Interaction Manager

IP-Queue Platform

CallManager

Outbound Option

The Web Interaction Manager

Provides “opt-out” of Web pages to speak to a live agentProvides Contact/Call History across allchannels for Agent in real-time viewConnects to customer DMZ and handlesfirewall/security issues and dynamiccontent issues

DMZ

Web Interaction Manager

TCP-IP/M

R

Deployed as a Shared “Cisco Interaction Manager”


Contact Center Server Component Detail


DMZ

ICMCisco CallManager


Cisco Outbound Option

IP-Queue Platform


ICM

Cisco Unified Contact Center: Component Detail

ICM Central Controller Router—call-processing engine (ACD brain)Logger—database, configuration, call recordsCan support 6000+ agents

Router Logger

Rogger

PG-CCM PG-IPIVR

Generic PG

ICM Peripheral Gateway (PG)PIMs—peripheral Interface ManagersInterface to CCM, IP/IVR, and TDM PBXCombined as a “Generic PG”

Media routing—provides access for outbound, e-mail, and Web collaboration requests

CTI Server/CTI-OS/CADInterface to desktop/CTI clientPG/CTI OS Scalability Information 6.0 = 500 Agents / Server 7.0 = 1,000 Agents / Server 7.1 = 1,500 Agents / Server7.2 = 2,000 Agents / Server (7.1.2)

Progger

2000 agents on Rogger

CTI Server/CTIOS


DMZ




IP-Queue Platform


ICM

Cisco Unified Contact Center: Component Detail

AW/HDS/WV

ICM Admin Workstation (AW) toolsConfiguration, script editor, monitor

Historical data server/WebView serverReporting

WebView (WV) Servers can be Co-loaded on HDS servers as in prior releases, or WV can be localized on its own server for scale/languages

ICM 7.2 supports up to four HDS servers and up to four WebView servers per HDS which can support 50 concurrent users per WebView Server for a total of 800 WebView users.

WebView Client

HDS

WebView Server

WebView Server


Admin Workstation - Details

CCDB

Distributor AW

Client AW

RouterLogger

AWDB

WVDB

HDS

Real Time Data from PG’s

Real-Time Feed

Real-Time Data

*At least one Distributor AW must be installed and have connectivity to the Central Controller

Configuration changes are made from the AW, but are written directly to the Central Controller Database and Router RAM

Client AW’s make changes Through the Distributor AW that is providing its Real-Time Data


DMZ




IP-Queue Platform


ICM

Unified Contact Center Enterprise: Component Detail

Outbound OptionCampaign Manager—runs on ICM Logger serverDialer—software/simulated IP Phones for CCM

Can be co-loaded on PG platform Can have multiple dialers ~96 ports/dialer

Logger

Campaign Manager

Dialer

PG


DMZ




IP-Queue Platform


ICM

E-Mail Interaction ManagerSmall—50 Agts/35K-Mo Single ServerMedium—50-70 Agts/200K Break out DB SvrLarge—70+/500K Break out 3 Servers: Web/App Svr, Services Svr, and DB Svr

Unified Contact Center Enterprise: Component Detail

Web/App Server DB Svr

Services Svr

EIM Svr

Outbound Option Campaign Manager—runs on ICM logger serverDialer—software-based SCCS phones for CCM

Can be co-loaded on PG platform Can have multiple dialers ~96 ports/dialer

Logger

Campaign Manager

Dialer

PG


UPCCE Architecture: Fault Tolerance


CallRouterA LoggerA

NIC Carrier Network

ACD1 AW2 ACD2PG2a PG2b PG3a PG3bPG1a vru1

CallRouterB LoggerB

NIC

Fully Duplexed ICM and PG’s

PG1b

AW1

Visible/PublicPrivate


ICM Fault Tolerance

ICM software uses two approaches to fault tolerance:

Hot StandbyIn the event of a primary process failure, the backup process is activated and takes over.

Synchronized Executionall critical processes (CallRouter, Logger, and Database Manager) are duplicated on separate computers.


SQL

ICM Fault Tolerance

Router

SynchronizedZone

Router SQL

Logger

CCAG CCAG RCVRCV

LoggerMDSEnabled

Synchronizer

Private Private

Visible/Public Visible/Public

MDSDisabled

Synchronizer

NIC NIC

Carrier Network

RouterLogger LoggerRouter

PG1A PG2A

ACD ACD

Active Connection

Side A

Active Connection

Side B


Duplexed PG’s

ActivePIM1

IdlePGAG

MDSEnabled Synchronizer

OPC

PGnA

Public/Visible

Central Controller Side A Central Controller Side B

CCAG CCAG

LAN / WAN

IdlePIM1

ActivePGAG

MDSDisabled Synchronizer

OPC

PGnBSynchronizedZone

Active

Idle

Private Network

ACD




Cisco CVP



Conclusion

Topics


Cisco Unified Customer Voice Portal

CVP

Voice XML based IVRHighly scalable and distributed architecture for …Deployment of speech applications and …Voice over IP call control using H.323 and SIP


Overview—Customer Voice Portal

CVPCall Control

IOSVoiceXMLBrowser

CVPVoiceXML

Server

Customers

EnterpriseInfrastructure

Agents

VoiceXML application development using an Eclipse toolkitJ2EE runtime for serving VoiceXML

Interprets VoiceXMLDTMF and Speech

Telephony switching and on-net queuing

TDM or IP


Web / Application Server

Computer with Web Browser

HTTP request / response

HTML

Databases and back-end systems

Voice Browsing vs. Web Browsing

Collect DTMF / Speech input

Play media files / TTS

VoiceXML Gateway

Voice Browser

PSTNPSTNHTTP request / response

IP LAN / WANVXML

<?xml version="1.0"?>

<VxML version="2.0" xmlns="http://www.w3.org/2001/ vxml">

<form>

<block>Hello World!</block>

</form>

</vxml>




Cisco CVP



Conclusion

Topics


Cisco Unified Intelligent Suite


Intelligence CenterAvailable only through integrated product releases (not sold separately)

Phased rollout to replace existing reporting toolsReplacement for Webview in 8.0 (parallel environments will be allowed until the next major release)

Real-time and historical Dashboards, charts & grids Easy-to-use, wizard based interface

Definable user groups & data collectionsFeature set controlCustomizable ThresholdsTime zone and UI preferences

Native ad hoc reporting




Cisco CVP



Conclusion

Topics


UCCE Deployment Models


Cisco Unified Contact Center Deployment Single-Site Deployment

Characteristics:All calls come into the site on a local voice gateway and stay within the site2,000+ Contact Center agents per Cisco Unified CallManager clusterAgents can have multiple channels (voice, Web, e-mail, outbound)ICM servers can be redundant and IP-IVRs load balanced for fault-toleranceICM never touches the voice call, it only provides call control to the IVRs, CallManagers, and agents to direct contacts in the networkIP Voice

TDM VoiceCall Controland CTI Data

IP-IVRs


POP-3

ICM

PSTN

PG


Cisco Unified Contact Center Deployment Multi-Site with Centralized Call Processing (CVP)

Characteristics:Call treatment and queuing will be distributed, executing on the local gateway where calls terminate, minimizing WAN VoIP traffic.2,000+ Contact Center agents per Cisco Unified CallManager clusterAgents can have multiple channels (voice, Web, e-mail, outbound)ICM servers can be redundant for fault tolerance; however, if remote sites are cut off, the agents will no longer be part of the contact centerCallManager locations-based CAC or RSVP CAC is used across the WAN sites for call admission control.

WAN

PSTN

POP-3

ICM

IP VoiceTDM VoiceCall Controland CTI Data

PG

CVP



Cisco Unified Contact Center Deployment Multisite—Distributed Call Processing-Classic (CVP)

Characteristics:Multiple Cisco Unified CallManager clusters, each with own ICM PGs for call controlCall treatment and queuing will be distributed, executing on the local gateway, regardless of CVP server location. Unified CVP is shown centrally located in diagram.VoIP traffic can be contained within the LAN of each site, if desired. The QoS WAN would be required for voice calls to be transferred across sites 2,000+ Contact Center agents per clusterFailure at one site has no impact on operations at another site. Gatekeeper CAC or IP-IP GW RSVP is used for call admission control.

PG


PSTNPOP-3

ICMWAN

ICM

PG

PG

CVP



Cisco Unified Contact Center Deployment Legacy ACD Integration

Characteristics:Legacy TDM ACD sites can also be integrated using ICM Peripheral Gateways

Each TDM ACD has its own unique PG type (Avaya, Aspect, Nortel)

The ICM integrates the TDM and IP sites as a single “virtual” contact center across all channels

PSTN used for TDM call termination or VoIP using local gateways for toll-bypass

Common for “outsourcer”

PSTN

IP-IVR


POP-3

ICMIP-IVRs

WAN

ICM

PG

PG



Cisco Unified Contact Center Deployment Multisite—Distributed Call Processing: Parent/Child

Characteristics:Single ICM Parent (geographically distributed for redundancy) with CVP for enterprise network queue

Site-Based Child Contact Center Enterprise/Express Systems

Cisco Unified CallManager clusters at each site under control of Child Contact Center

ICM requires separate, dedicated private links over the WAN

Calls are treated and queued in CVP at parent and sent to available Child agents

2,000 Agents per CC-E Child300 Agents per CC-X Child28,000+ Agents at ICM Parent

Gatekeeper CAC or IP-IP GW RSVP is used for call admission control

Child CC

Express


PSTN

IP-IVR

ICM Parent

IP-IVR

WAN

ICM Parent

Child CC

Child CC

CVP

CVP


UCC-E Data Center

Internet

BroadbandProvider

HomeOffice

IPSec VPN Tunnel for Agent Desktop

Cisco Unified Contact Center Enterprise: Mobile Agent1. Agent logs in at home desktop (CTI OS/CAD)

with instrument number and POTS number2. UCC-E Registers Agent and sets up “Nailed Up”

call in CallManager to agent home phone3. Incoming Call arrives at UCC-E, Agent is

selected and call is sent to remote site via PSTN

Agent: 55555/Home Phone: 212-555-1212

Mobile Agent also allows Supervisors to monitor calls with a CTI OS Silent or CAD VoIP Monitor Server installed at the UCC-E Data Center location where the media is streaming between the Ingress and Agent Voice Gateways

PSTN

VoIP/ Silent

MonitorServer

PSTN

PG


Large Call Center

Data Center/Call Center

UCCE Application ServersIPIVR/PG/ICM

Single virtual call center with high availability

Redundant UCCE servers split over the WAN at each location

Single redundant CCM cluster split over the WAN in both locations

Distributed VG and queuing with IPIVR/CVP

Gatekeeper-based Call Admission Control (CAC)

CallManagerCluster

UCCE High Availability Deployment Model Clustering over WAN (CWAN)

CallManagerCluster

CallManagerCluster

IP VoiceTDM VoiceCall ControlCTI Data

IP WAN

PSTN

Redundant UCCE ServersICM/IPIVR/CVP




Cisco CVP



Conclusion

Topics


Why Now?

Business has crossed the chasm to IP. Thousands of companies have already made the move to IP with Cisco, and they are reaping the benefits today.

If you haven't moved to IP yet--or are just beginning to--Cisco can help you develop a sensible, manageable migration strategy that keeps you in control.


Cisco Unified Contact Center solutions:Better care for your customersBetter results for your business

For more information on Cisco Contact Center solutions, please visit:

www.cisco.com/go/cc

http://www.cisco.com/go/cc

Cisco UCC Winning with Customer Care · © 2007 Cisco Systems, Inc. All rights reserved. Cisco...

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Transcript of Cisco UCC Winning with Customer Care · © 2007 Cisco Systems, Inc. All rights reserved. Cisco...