Webex Contact Center Common Platform

Contact Center Solutions Update

Willem Evert Nijenhuis, Director product management

BRKCCT-1814 Cisco Webex Teams

Questions? Use Cisco Webex Teams to chat with the speaker after the session How 1 Find this session in the Cisco Events Mobile App 2 Click “Join the Discussion” 3 Install Webex Teams or go directly to the team space 4 Enter messages/questions in the team space

• Cisco’s Contact Center Vision

• Exiting new developments • Voicea • CloudCherry • Conversational AI • Hybrid Analytics

• Product update • Contact Center Express 12.5 • Contact Center Enterprise 12.5 • Webex Contact Center Enterprise

Experience Collaborative Super Transformation Contact Center Agents Data powered omni- AI capabilities that Full Collaboration suite for channel Customer augment agents, efficient communication Experience Management supervisors and admins

EMAIL WEB SELF-SERVICE OFFERS

PAID CONTENT WEBSITES / LANDING PAGES COMMUNITY EMAIL WEBSITE

SEARCH SOCIAL MEDIA CHAT LOYALTY PROGRAM

MOBILE APP ONLINE DISPLAY 3RD PARTY SITES SOCIAL SURVEY

AWARENESS CONSIDERATION PURCHASE SERVICE EXPANSION

WORD-OF-MOUTH

RADIO / PRINT DIRECT MAIL SALES REP CALL CENTER / IVR MAILINGS TV / OUTDOOR

CALL CENTER OFFERS IN INVOICE

EMAIL WEB SELF-SERVICE OFFERS

PAID CONTENT WEBSITES / LANDING PAGES COMMUNITY EMAIL WEBSITE

SEARCH SOCIAL MEDIA CHAT LOYALTY PROGRAM

MOBILE APP ONLINE DISPLAY 3RD PARTY SITES SOCIAL SURVEY

NOTAWARENESS AWARECONSIDERATION PURCHASE SERVICE EXPANSION

WORD-OF-MOUTH NOT

RADIO / PRINT

DIRECT MAIL SALES REP CALL CENTER / IVR MAILINGS AWARE TV / OUTDOOR

CALL CENTER OFFERS IN INVOICE

Contact Center

EMAIL WEB SELF-SERVICE OFFERS

PAID CONTENT WEBSITES / LANDING PAGES COMMUNITY EMAIL WEBSITE

SEARCH SOCIAL MEDIA CHAT LOYALTY PROGRAM

MOBILE APP ONLINE DISPLAY 3RD PARTY SITES SOCIAL SURVEY

AWARENESSOpportunityCONSIDERATION PURCHASE SERVICE EXPANSION

WORD-OF-MOUTH

RADIO / PRINT DIRECT MAIL SALES REP CALL CENTER / IVR MAILINGS TV / OUTDOOR

PR Opportunity

CALL CENTER OFFERS IN INVOICE

A Team of experts: Cross functional Collaboration

48% 31% 71% 25% 56% decrease reduction decrease drop in increase in agent in calls in transfer post paid in NPS attrition escalated red calls churn

Cisco Confidential: Under embargo until 9/18 Surrounding Agents with AI Assistance

Intelligent Self-Service Call Sentiment Insights

Chat bots and Identify key issues and Conversational IVR to provide agent coaching reduce call volume

Quality Management Real-Time Transcripts Analytics Ensure consistency and Speech to text transcripts for compliance and intercept more accurate notes and negative calls faster wrap-up Live Agent Assistance

In-call suggested answers for agents based on customer conversations © 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public Globally, We Start From A Position of Strength 3.6M #1 #2 Global Agents Market Share Market Share North American Globally

Cloud should provide choices

BRKCCT-1814 © 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public 16 BRKCCT-1814 © 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public 17 Enable customers to leverage existing investments

Provide a clear and seamless cloud migration path

Tap into the innovation and power of Webex

Deliver the cloud on customer’s terms and timeline

Webex Contact Center On-Prem CC Webex Contact Center HCS-CC Enterprise

Cisco hosted Express: 400 agents Partner Hosted Webex Contact Center: up to 500 agents Enterprise:24,000 agents Up to 24,000 agents Webex Contact Center Enterprise: 2,000 to 24,000 agents

… Webex Contact Center Common Platform

Webex Single Global Platform Contact Center

Webex Contact Center Webex Contact Center Cognitive Collaboration Enterprise

Webex single platform for contact center All Business Sizes

Cloud Connected Cognitive Platform Global Platform Leading the Way Global Reach

Digital Channels Conversational IVR Scale Administration Cloud Cherry Reach Calling Options Voicea Availability

Release 12.5 Cloud connected

Webex Cloud Brings cloud centric capabilities to Premises solutions Services

Customer Journey Analyzer, Call Control Hub Transcripts, Webex Experience Management (12.5 controlled ** introduction)

Cloud HTTPS More functionality to be added later Connect Faster Delivery via Automatic Updates Service CCX/E Plugin 1 Components Common experience Service Plugin 2 Cloud Hybrid Premises ** Does not illustrate HA

• CCE/CCX on perpetual/SWSS or Flex

• Place Flex subscription order for the hybrid service (CJA, WEM, Call Transcript)

• Configure Cloud Connect in CCX/CCE admin, and in Control Hub, and they connect

• Manage users and entitlements for users for the hybrid service in Control Hub

• Automated updates (only for Cloud Connect component now)

Out of box Business Metrics & Exploratory Analytics

• Deep dive into abandoned contacts to help reduce abandonment rate – Analyze and see journey of customers – Filter to see Trends & Details (ANI, DNIS & abandoned location) • Mashup data from multiple on-premise sources • Exploratory Analytics for on–premise deployments

* Customer Journey Analyzer is supported on 2K deployment model only and not supported on ICM, HCS-

Menu based Traditional IVR Conversational IVR

“Just speak”: Single Flattened tree Improved Customer voice reduce IVR self-service – increased analytics on carries more traversal application for ability to unfulfilled data than content to take time (< ~40 all channels automate customer advantage of - sec) routine tasks intents sentiment, biometrics, gender etc.

CVP, VVB

TLS SIP HTTPS

ERVICE

ELF S

Customer Cloud Speech/NLP services Escalate to Agent • Bring conversational self-service capabilities to enterprises • Uses cloud-based speech engines such as Google Dialogflow

Agent on CCE

There are two paths to acquire CCAI-enabled features with Cisco Contact Center:

Bring Your Own (BYO) Cisco Offer (OEM)*

• For customers who already have a pre-existing relationship • All contract and billing through Cisco with Google, they can leverage their existing agents + bots and work with Cisco to enable in CVP • All support managed through Cisco

• CCAI contract and billing through Google • Ability to whitelist existing Google agents + bots for easy setup • CVP feature – requires that customers have CVP port licenses or subscription

*Cisco offer and pricing is currently being finalized, targeting Q2 CY2020 orderability and targeting rates comparable to Google published list price

For any offers related questions --> email “[email protected]”

Increased visibility and Enable unparalleled speed-to-insight for companies to better understand today’s customer insights complex customer journeys

Analytics that drive predictive Predict what each customer will do next and insights on customers for make that experience better, while delivering measurable results proactive and predictive support

Cisco contact center customers can move from Cisco contact center customers can move Leverage data across isolated customer interactions to cohesive, engaging from isolated customer interactions to experiences resulting in improved business silos for better results cohesive, engaging experiences outcomes.

Quickly gain insight and take action based on NPS and CSAT feedback

Voice of Customer surveys and dashboards

• Post-call IVR surveys

• Agent can view past customer feedback and take contextual action

• Agent can view their NPS/CSAT/CES dashboard metrics

• Supervisor dashboard helps analyze team performance and derive actionable insights

• Drilldown into role-based dashboards to view root cause analysis

BRKCCT-1814 © 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public 34 Webex Experience Management in the Contact Center Customer Experience Map Agents can see the history of previous customer engagement during an incoming contact and the key metrics thru’ the customer surveys, helping them to handle the customer better

Supervisor Dashboard • Drill down (CC Dashboard) into role based dashboards by Agent pool, Customer stage or campaign to view root cause analysis, apply advanced statistical tools to track key CSAT/NPS/FCR/CC metrics.

Finesse Agent Gadget

• Both real-time & call summary transcripts are made available on Finesse Agent Desktop • Ability to perform a keyword search or pre- defined highlighting of trigger words to quickly located important topics and information • Storage of transcripts within Voicea Cloud • APIs allow for easy integration into third party applications

Cisco Smart Software Manager Redesigned innovative licensing

CC Setup

• Unified licensing model across all Cisco Proxy HTTP via or products, designed with the customer in mind cloud access Direct Offline • Allows customers to know what they have purchased and what’s being used in real time Monthly Inventory • Your products are registered to the Virtual Update CSSM Portal Account and checked for compliance Cisco Software Usage • Licenses are not tied to a product Device Name Usage instance/node Cisco UCM CER Manage UxCN premises satellite satellite premises Licenses

Access through Access Smart • There are no PAK/license files on the product, - Software Router

on Manager making activation simpler and quicker satellite Gateway

Purchase Registration License Management Device/Product Registration with your Smart Account

Obtain registration Register the platform Feature usage Compliance state token from with the token from reported to Cisco reported back to Cisco Smart Software Cisco Smart Software Smart Software platform Manager Manager Manager Purchase licenses In-Compliance in CCW Out-of-Compliance (Customer Smart Account identified) Token Usage State

Deposit in Smart CSSM CSSM CCX/CCE Account CCX/CCEDevice 12.5

Optional sub- Register one or more Peak usage is reported All usage reported Platform decides accounts platforms to a over 15 mins intervals to an account is how to react to (sub)account aggregated before out of compliance reporting state state

Out of compliance message received from CSSM State: Max 3 5th consecutive In compliance State: OOC message (report actual Out of received usage to CSSM compliance State: After 90 days every 15 mins) (reversable) Out of compliance (report actual (irreversable) usage to CSSM) State: In compliance Enforcement message (report locked usage to CSSM) received from In compliance (report locked CSSM message OOC usage to CSSM) message received OOC In compliance (because new message licenses added to Smart Account) received

System blocks adding System functions normally new agens/VXML files

Customer and partner training Customer and partner resources

• Live Training: Register for you or your customer at: • https://forums.cisco.com/OperationsExchange/s/Training- https://communities.cisco.com/docs/DOC-56985 Details?L1Category=Training&L2Category=CSE_End_Customer&L • YouTube Training Videos: 1CategoryPath=training https://www.youtube.com/channel/UCABaWsiDScw_w6kvPcDIjH w • Training Videos and Demos: https://www.cisco.com/web/ordering/smart-software- manager/index.html

Getting help Customer facing websites

• GLO Support: Fully supported by GLO 24x7: • Smart Account Home CCO Page: [email protected] www.cisco.com/go/smartaccounts • General Questions: [email protected] • Smart Licensing CCO Page: www.cisco.com/go/smartlicensing • Portal Issues: [email protected] • Smart Licensing ‘Satellite’ CCO Page: • Migration Issues: [email protected] www.cisco.com/go/smartsatellite • Satellite Issues: [email protected] • Best Practices and Usage Guides: https://forums.cisco.com/ecom/web/operations-exchange/sot

• Shortcut keys for Agents & Supervisors • Drag/Drop & Resize Desktop Gadgets • Allow Agents to update interaction variable during call • Agent Statistics Live Data Report (UCCE) • Supervisors can schedule auto add/removal of agents to queues (UCCX) • Make call from Ready via API (UCCE) • Enhanced layout configuration UX for Finesse Admin

CCE

CVP

Finesse

IdS

ECE

VVB ✓ Single Pane of Glass

Flexibility

Embed simple external pages or gadgets

S+ Gadget

( Description for S+ gadget ) S+ Gadget Organize your flow

Add a top-level card or within card

Delegation and Hand-over

Role-based access

Customise S+ tenant Query additional data during registration to identify instance, customise gadget

Increased scale with improved HA performance

2.5X 2X 2X CPS Campaigns Dialer ports

60 CPS per dialer 1500 campaigns 12K dialer ports 240 CPS system wide

• Migrate to VOS 12.5 (CentOS 7.4) Platform • Windows Server 2016 and MSSQL 2017 supported from 12.0

• SRTP and Secure JTAPI (CCX) • Security Readiness Criteria – All Cisco offerings to meet security Security requirements known as Security Readiness Criteria (SRC). – 31 requirements cover various aspects of security

Health Tool to check system readiness Check (CCX) for upgrade

Cloud Connected Cognitive and Consistent Simplified Platform

▪ Cloud Connect infrastructure ▪ Customer Virtual Assistant ▪ Platform OS updates ▪ Analyzer for On-premises ▪ Surveys with WXM ▪ Improved security – Abandoned Contacts ▪ Call Transcripts with Voicea ▪ CCE → Packaged CCE migration – Data mash up across ▪ Unified Admin –Extensible to ▪ Outbound Scale multiple platforms 3rd party solutions ▪ CUIC OAMP UX Refresh, scale ▪ Smart Licensing ▪ Finesse enhancements improvements ▪ VVB Media Streaming ▪ New Supervisor capabilities, MRCP 2.0, A-Law, sRTP, OS agnostic Editor Bring benefits of cloud services Transform customer & user Flexible, Scalable and to on-premises contact center experiences Secure Platform

▪ Express only ▪ Enterprise only ▪ Common to on-prem solutions

• Rich functionality: Agents, Supervisors, Administration, Reporting • Extensibility with APIs and Gadgets • Stability, reliability, and scale

• Machines to provision and manage • Systems to patch and upgrade • Long and risky upgrade cycles • Not strategic, value-added cost

Continued pressure on IT to “move to cloud”

Large, complex contact centers are challenged

Few proven cloud options for large enterprises

Customers are asking for Cisco “skin in the game”

Webex Contact Center may not meet large enterprise transition requirements

Reduce the risks of cloud multi-tenancy

Common components enabling low risk migrations for existing customers

Extensive set of API’s for Webex Contact customization Center Enterprise

Enterprise Scale Cisco Backed Feature Rich • Enterprise scale, supporting • Cisco owned, managed, and • Cloud delivery allows for 2,000 to 24,000 concurrent operated data centers and flexibility, agility, and innovation agents per tenant cloud infrastructure • Highly extensible and • Based on the proven, • Full adherence to Cisco’s customizable via add-on market-leading Cisco market-leading security and options and APIs Contact Center Enterprise privacy standards • Comprehensive administration (CCE) architecture portal for management by contact center staff

Webex CC Enterprise HCS-CC Cisco owned and operated Partner owned and operated Multi-instance Single-instance Multi-tenant application services Dedicated application services Embedded Upgrades Standalone upgrades Cisco Supported Partner Supported

Webex Contact Center Webex Contact Center Enterprise

Simple deployments Complex deployments

• Skill based routing • Precision Queue routing • Progressive/Preview outbound • Progressive/Preview/Predictive outbound • Basic CRM connectors • Advanced CRM connectors • Basic speech enabled IVR • Advanced speech enabled IVR • Basic reporting • API support for 3rd party integrations • Enterprise grade security • Enterprise grade security and SSO • Easy to deploy, easy to manage • Market-leading feature set • Call recording and monitoring • Call recording and monitoring • Workforce optimization • Workforce optimization • All-in-one omnichannel (voice*, email, chat) • All-in-one omnichannel (voice, email, chat) • Outbound campaign management • Outbound campaign management

Core Capabilities Add-On Options

Omnichannel voice, email and chat Omnichannel: SMS, FB messenger, Twitter DM

Core Automatic Call Distribution (ACD) Customer Experience Management

Calling Workforce Optimization (WFO)

Voicemail Agent Augmentation (Voicea)

Team collaboration Automatic Speech Recognition (ASR) / Text-to-Speech (TTS) Integrated Voice Response (IVR) CRM Connectors Agent and supervisor desktops Outbound campaign management Reporting and analytics

• Cisco Finesse REST API

• Agent Request API

• CVP Studio Apps

• CUIC Reporting API

• Outbound Option REST API

• Precision Routing REST API

• Database lookup API

• App gateway

Outbound Dialer UC Provisioning Management • Provides a framework for the

layering of applications and Routing Controls Launchpad for Internal other internal and external tools and External Tools Administration Portal Audio Manager Third Party • Allows real-time adjustments Applications for proactive operational

efficiency Contact Flexible Center Security Dashboards Model Agent Skilling and Teaming • Enables quick and easy access to tools from a single interface

Easily build new call flows or make real-time routing adjustments, create audio files and test routing strategies without technical assistance

• Austria • France • Lithuania • Slovakia • Belgium • Hungary • Luxembourg • Slovenia • Bulgaria • Ireland • Malta • Spain • Czech Republic • Finland • Netherlands • Sweden Europe • Croatia • Germany • Norway • Switzerland • Cyprus • Greece • Poland • United Kingdom • Denmark • Italy • Portugal • Estonia • Latvia • Romania

• United States North • Canada America • Australia Australia • Hong Kong • Malaysia • Philippines & Asia • Singapore

8 Global Data Centers

North America: Denver, Austin Europe: London, Amsterdam Asia: Singapore, Hong Kong Australia: Sydney, St. Leonards NOTE: Subject to Change Additional geographies planned for future phases BRKCCT-1814 © 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public 61 Support and incident management

Cisco to monitor the solution 24x7x365

Cisco will notify the reseller as part of incident management process

Reseller is responsible for Tier 1 Support

Cisco TAC is responsible for Tier 2 & Tier 3 Support

• Standard / Premium agents

• Additional CVP ports

Commercial • Management and operations of UCM (UCM Details entitlement needs to be purchased separately) • One-time activation fee

• Add-on options

• Overage billing

CCE CCE Step #1 ICM Finesse SFTP Step #4 Config Config CVP Webex Webex Migrate Migrate ICM SFTP config PCD* CCE HDS CCE Config UCM Unity Historical Data Config* Config** COBRAS* *

Step #2 Webex CCE Authorized partner is Step #5 Customer is responsible for moving Portal responsible for addition of AppGW Move PSTN their incoming TFN from CCE to nodes into existing ICM scripts to WCCE Integration integrate to Webex CCE Admin Portal circuits

Step #3 Webex CCE Authorized partner is Special considerations will be Test call responsible for testing all call flows Note ensuring successful migration of required for existing customers flows configuration using non-reference designs

Calabrio Calabrio Cloud Upstream Subscription Subscription

Acqueon Nuance B+S Consillium

• Subscription • Subscription • Single Platform • New Connectors ASR/TTS Structure • Command Center • High Volume • New VB pricing • Jack Henry, Epic, • Admin Console Options FiServe, FIS & • Nuance Insights • Subscription options • Insights ServiceNow • Dragon Voice & Krypton

Two new partners

Seligent

Targeted for all new SaaS/Subscription Based Offers

• Verint SaaS/ASP, Calabrio SaaS/Subscription,ZOOM INTL Subscription and Teleopti WFM Cloud

Subscription Billing Platform (annuity – SaaSy)

• Multi Year terms • Tiered pricing models • Billing options (Annual or Pre-Pay) • Co-Terming built In!

Cisco Sales Compensation (TCCV)

Cloud BRKCCT-2004 Webex CC Solution Architecture & Design 4 Walk-In labs: Introduction, CRM Connectors, Omnichannel, LTRCCT-1050 Webex CC Instructor Led Workshop Reporting / Analytics

BRKCCT-1814 CC Solutions Update

CCE BRKCCT-2807 Hybrid Cloud / Premise Integrations CCX

TECCCT-3002 Arch & Design Seminar BRKCCT-2035 Planning, Design, Troubleshooting LTRCCT-2051 Troubleshooting & Config Lab 3 Walk-In labs: Health Monitoring, BRKCCT-2352 Troubleshooting 4 Walk-In labs End-to-End Security, Desktop 12.5 BRKCCT-2815 ECE 12.x Chat API LTRCCT-2565 Finesse Gadgets & Customisation Lab

Other PSOCOL-1317 AI & The Future Contact Centre BRKCOC-2707 Cisco IT Contact Centre Transformation

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