Cisco и ЦРТ Павел Теплов Менеджер по развитию бизнеса 3 июня 2014 Обзор совместных решений

2 © 2014 Cisco and/or its affiliates. All rights reserved. Краткий обзор решений Cisco для контактных центров 2 Outbound Voice Outbound Voice Inbound Voice Inbound Voice Social Media Social Media Twitter Facebook RSS Rest API for Custom Feeds Mobile Care Mobile Care Mobile Care Apps Video Web Click To call Web collab Multichannel chat Video Kiosks Immersive Video

3 © 2014 Cisco and/or its affiliates. All rights reserved год: Cisco занимает большую долю мирового рынка систем голосового самообслуживания *Source: Tern Systems: “Telephone Self-Service: Markets, Products, and Suppliers," July 2013 for CY % 18.2% 13.3% 5.6% Продано портов*

4 © 2014 Cisco and/or its affiliates. All rights reserved. Gartner Contact Center Magic Quadrant- май 2014 This Magic Quadrant graphic was published by Gartner, Inc. as part of a larger research note and should be evaluated in the context of the entire report. The Magic Quadrant is copyrighted May 2014 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner’s analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the “Leaders” quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. Gartner: Magic Quadrant for Contact Center Infrastructure, May 2014 Drew Krauss, Steve Blood, Sorell Slaymaker Cisco поднялась на позицию выше

5 © 2014 Cisco and/or its affiliates. All rights reserved : Cisco и Центр Речевых Технологий

6 © 2014 Cisco and/or its affiliates. All rights reserved. Распределенная, сетевая система записи Для Cisco Contact Center Для Cisco Unified Communication Мультиканальный контакт-центр до 400 рабочих мест Голосовое самообслуживание до 400 одновременных звонков Распределенная, сетевая система голосового самообслуживания Несколько тысяч одновременных звонков Cisco MediaSense Cisco Unified Contact Center Express / Cisco IP-IVR Cisco Customer Voice Portal Продукты Cisco Contact Center, используемые в решениях ЦРТ

7 © 2014 Cisco and/or its affiliates. All rights reserved. Cisco MediaSense: голосовая аналитика Требования закона Контроль качества Анализ речи HD видео Audio and video capture Audio and video capture Playback and live monitoring Playback and live monitoring Video streaming Video streaming Media and metadata storage Media and metadata storage Native High AvailabilityNative High Availability Cisco VOS 9.0, VirtualizationCisco VOS 9.0, Virtualization Cisco UCS ® C-, B--seriesCisco UCS ® C-, B--series Cisco SRE, UCS-E *Cisco SRE, UCS-E * Cisco MediaSense Cisco MediaSense Web 2.0 APIs Приложения Сервисы Сеть Built-in Search & Play CUIC Playback Finesse Record/ Playback Video Streaming RemoteExpert ViQ, VoH On-Demand / EmergencyRecording HD Video Recording SIP standards SIP standards Cisco Network Infrastructure ISRG2 * ASR1K * CUBE * Planned for 2013 BiB CUCM/SME UCxNVideoRecording

8 © 2014 Cisco and/or its affiliates. All rights reserved. Простая установка Простое управление Простое развитие Дополнительные компоненты Дополнительные компоненты WFM Рабочее место оператора и супервизора Рабочее место оператора и супервизора 3thparty Gadgets Cisco Finesse Сервисы базовой платформы Телефония/видео Звонки с Web-сайта / мобильных Contact Center Express Интеллектуальный ACD Интеллектуальная очередь / IVR CTI / ODBC / SOAP Статистика / Отчеты Соц.сети / Форумы Outbound / web-callback Cisco Contact Center Express / IP–IVR: ASR / TTS Запись Outbound IVR Контроль качества Базовый ACD Базовая очередь IM & Presence Единое управление Web-Chat

9 © 2014 Cisco and/or its affiliates. All rights reserved. Cisco Customer Voice Portal: ASR / TTS HTTP External Data Sources TDM ACD ICM Media Server AW MRCPHTTP Backend Interface GED 125 DMP CUCM ICM Script Editor CVP Studio App GW, sql, etc. VRU PG Ops Console SIP Proxy CVP Reporting Server Informix DB SIP

10 © 2014 Cisco and/or its affiliates. All rights reserved. Перспективные решения Cisco и ЦРТ Голосовая биометрия Cisco MediaSense в режиме мониторинга Гаджет для Cisco Finesse Голосовая биометрия Cisco IP-IVR Cisco CVP

Спасибо.