Cisco Contact Centers Part 1 © 2013 PSS Confidential

2 Cisco Contact Centers There are three primary Cisco Contact Center product offerings  UCCE – Unified Contact Center Enterprise  CVP-based Queue & IVR  IPIVR-based Queue & IVR  12,000+ Agents per instance  Packaged CCE – Packaged Contact Center Enterprise  CVP-based Queue & IVR Only  Single Physical 2RU Server for all Telephony and Contact Center software  1,000 Agents per instance  UCCX – Unified Contact Center Express  Basic Contact Center, based on IPIVR  Up to 400 Concurrent Agents

3 Cisco Voice and Unified Communications  Voice Gateways / Integrated Services Routers  PSTN Connectivity  TDM: DS0, T-1, E-1, DS-3 – Convert to SIP signaling and G.711, G.729, and other CODECs  SIP – provides security barrier and termination point  VXML Browser  SIP Proxy  DSP Resources  Network  PoE (Power over Ethernet) to power phones  QoS (Quality of Service) to prioritize voice  Unified Communications Manager (formerly Call Manager)  Phone Configurations, Dial Plans, Route Points, Music on Hold  Phones  Physical audio-only and Video  IP Communicator Softphone

4 Cisco Unified Contact Center Enterprise  UCCE and Packaged CCE are the same code base  Automatic Call Distributor (ACD)  ICM Provides the Core Scripting and Routing Engine  Historical Data Server Provides for Reporting  Requires a Prompting and Queuing System  Unified IPIVR – IP Interactive Voice Response OR  Unified CVP – Customer Voice Portal  Agent Desktop (CTI)  Finesse  Cisco Agent Desktop  Adapters for Common CRM Packages (e.g. SF.com, Siebel)  Other Custom Integrations via API

5 Cisco Unified Contact Center Enterprise  IVR / Self Service  CVP Provides the Infrastructure for Robust Self Service Applications  DTMF, Speech Recognition, and Text to Speech  Gateways (with VXML Browsers) Can Be Located Anywhere, Core Servers Remain in Central Locations  Blended Outbound Dialing  Predictive, Progressive, Preview, Direct Preview  Retains Same Architecture, Additional Software Loaded and Slightly Higher Server Count  Optional / 3 rd Party ALI (Austin Logistics) OnQ and CallTech used to manage dialer lists and provide “best time to call”

6 Cisco Unified Contact Center Enterprise  Multi-Channel  Interaction Manager  Advanced Routing and SLAs  Knowledge Base  Automatically Suggests Responses  Template Responses with Customer Name, Product Names, etc.  Web Interaction Manager  Chat  Click to Call  Co-browse  System Blends Inbound and Outbound Voice, s, and Web Interactions

7 Cisco Unified Contact Center Enterprise  Administration  Core IT Team Uses Native Tools  Moves, Adds, Changes, Deletes, Agent Re-Skilling all Handled Through Permissions-based Cisco Unified Contact Center Management Portal (CCMP)  Reporting – Cisco Unified Intelligence Center (CUIC)  Real-time Reporting  Views  Tabular Dashboards  Historical Reporting  Quality Management / Call Recording – All Third Party  NICE, Verint, Calabrio, others  Workforce Management – All Third Party  NICE, Verint, Calabrio, others

8 Inbound Call with IPIVR ControlRTPPSTN / Digital Voice Route Request Instruct Trans to IPIVR Transfer to IPIVR Notification Call has Arrived Instruct IPIVR, Play Q Announcement Instruct Transfer to Agent Gateway Agent Available Data to Agent Screen Pop Agent

9 Inbound Call with CVP ControlRTPPSTN / Digital Voice SIP Invite Route Request Send to VRU SIP Invite Translates Label DN to IP Address of Target VXML Gateway Route Request New Call Notification Successful Exit Path of Send to VRU Node Run Script Nodes to Direct CVP by Sending VXML Instruct IVR Service VXML Documents and Responses Transfer to Agent Screen Pop Agent Available SIP Invite

10 UCCE Architecture – Core A

11 UCCE Architecture – Core B

12 UCCE Architecture – Remote Locations

13 Cisco Documentation   For all Unified Communications and Contact Center Products  Mouse over “Products & Services”  Click on “Voice & Unified Communications”  Click on “View All Voice and Unified Communications Products”  UCCE Design Guides  ucts_implementation_design_guides_list.html  CVP Design Guides  ucts_implementation_design_guides_list.html  Unified Communications Design Guides  ts_implementation_design_guides_list.html

14 Questions & Discussion