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Contact Center Express & Enterprise 12.

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

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Administration
Simplicity

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Packaged Contact
Center Enterprise
Day 2 configuration portal and 6x increase in scale

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PCCE
PCCE 12.0 Administration: Sneak Peak

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PCCE

Unified Administration Interface for PCCE


Single Pane Of Glass

Organization CVP Finesse UCCE ECE CUIC//IDS


Setup Admin Admin Config Admin Admin
Manager
• IDS Setup
•Agent • Device • IP Phone
•Chat /
• Stock Reports
•Team support Agents •Outbound Email
• User
•Department • Call Settings • Call variable Campaign Config Management
layout
•Skill Group • Media File •Queue/ • Data Source
Transfer • Workflow
•Bulk jobs MRD sync
• License • Reasons
•Admin Management
• Courtesy • Phone book
•Roles Based
callback
Access Control

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PCCE 12K Large Deployment Requirements PCCE

Simplified administration without compromising flexibility

Large Deployment Nature PCCE for Large Deployments

Require Legacy – CCE interoperability


Supports ICM-ICM Gateway, TDM PG
during migration

Flexibility in hardware vendor Supports Specs-based Server

Flexibility in VM deployment Relaxes Hardware/VM validation Rules

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PCCE

4K/12K Configuration Steps and Tools

Configuration Steps Packaged CCE 4K & 12K agents

Legacy Tool Unified Admin

1 System Setup

2. Interoperability Setup

3. Device Management

4. Call Route Setup

5. User and Role Based Access Setup

6. Workforce Provisioning

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CCE 24k
concurrent
agent support

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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
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ECC
Variable
Expansion

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PCCE
ECC Expansion CCE
HCS CC

• 6K bytes for routing


App
• 2K ECC to dedicated per call flow: GW
• Outbound ECC
• Email ECC 2k App GW
workspace
• Chat Specific ECC
• Callback ECC CC
6k
IVR Agent
• Variables can be shared across call per
call
flows
2k VRU 2k for agent
• Existing ECC variables would apply to workspace screen pop

default ECC workspace


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Supervisor
Features

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CCE

Supervisor support across PG’s HCS CC

• 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
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CCE
HCS CC
Non-UPN Supervisor (without @domain.com)

• SSO required UPN login and enforced


1:1 mapping of supervisor to person in
non-SSO cases
• Some customers do not desire this
naming scheme
• V12 enables “visiting” or “remote”
Supervisor
• Fixes problem where reskilling of
Supervisor created incorrect entries in
Active Directory & User list tool
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Cloud

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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

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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%
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CVP 12.0

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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)

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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"/>

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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
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Agent & Supervisor
Experience

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Cisco Unified
Intelligence
Center

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PCCE

Report Definitions CCE


HCS CC
CCX
• Creation Wizard

• View associated Reports

• Clone Reports

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PCCE

Simplified CUIC Admin CCE


HCS CC
CCX

• User & Group Management

• Permissions Management

• Datasource Management

• Scheduler

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Cisco
Finesse

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Finesse 12.0 Mockup PCCE
CCE
HCS CC
CCX

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PCCE
CCE
Desktop HCS CC
CCX
Complete UX refresh to
improve ease-of-use easy for
agents and supervisors

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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
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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

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The New 12.0 User Experience

Optimized,
Consistent and…
User Validated
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Connected Digital
Experience

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Context
Service

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In EFT
Available June
CY18

Capture
Customer
Intent

Capture Customer interaction details

Easily find Customer


journey Capture
breadcrumbs interaction
notes

Details
on
hover

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In EFT
Phased Deployment of the new Context gadget Available June
CY18

Ability for customers to do a phased


migration to the new CS Gadget

o Migration can be done on a per


team basis.

o How? Replace the Context Service


gadget URL for specific teams via
the Finesse Administration Team
Resources tab.
V1.0 Gadget V2.0 Gadget
Pilot Team
Teams A

Teams B

Teams C

Teams Z
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Planned
Context Service Reports and insights for Q3
CY18

• Context Service data collection, aggregation and analytics platform


• Visualization layer for reporting admins and reporting viewers
• Embedded within CUIC Dashboard or a custom Finesse gadget for
report delivery to agents, supervisors, business owners.

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Enhanced
Multi-Channel
Experience

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PCCE
Integrated Digital Routing with Multi-tasking CCE

Enhancements HCS CC

• View available tasks


• Pick tasks from queue
• Pull tasks from queue
• Pick from agent
• Pick / Pull while multi-
tasking
• Transfer task back to
queue
• Pick / Pull / Transfer
Reports
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
PCCE

ECE 12.0 Targeted features CCE


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

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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

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More Security Features

Reduce PII Logging


• Disable ECC Tracing
• Disable CV Tracing
• Tracing can be enabled for serviceability
Reduce AD Interaction
• UCCE previously needed write access to AD, used to create default user
accounts in AD
• UCCE will now have read-only access to AD, customer will create default user
accounts

© 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

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