Cisco Confidential © 2012 Cisco and/or its affiliates. All rights reserved. 1 Cisco Quick Hit Briefing Cisco Customer Intelligence Systems – Contact Center Update Brian Avery Partner Development Manager – Cisco Systems January 10, 201 To join the audio portion, enter a call- back number in the Audio Conference dialog box. Alternatively, you can call into the meeting by dialing: 1. Toll-Free: (866) Enter Meeting ID: Press “1” to join the conference.

Cisco Confidential © 2012 Cisco and/or its affiliates. All rights reserved. 2 Brian Avery Partner Development Manager Priors: President and CEO Cisco Premier Partner Director of Sales Cisco Silver Partner Financial Analyst Sprint Corporation Agenda  Introduction  Cisco Priorities  Business Edition 6000 and UCCX  Contact Center Update and Roadmap  Q&A

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3 A weekly partner briefing series designed for Cisco Commercial Territory partners Concise, relevant updates on: Cisco products and solutions Partner programs and promotions Partner Enablement – Demand Generation, Selling Skills, Closing Tools, etc. Next Quick Hit Briefing: Cisco UC Manager Business Edition Update and 6000 Thursday Jan 17 th, 9:30 ET &RG=1&UID=0&RT=MiMxMQ%3D%3D

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Mobility Security Any - Any Key Drivers of the Future of the Network That Strategically Leverage the Power of the Network Leadership in the Core… Routing / Switching / Services Collaboration Data Center / Virtualization / Cloud Architectures for Business Transformation Video Cisco Priorities

Cisco Confidential © 2012 Cisco and/or its affiliates. All rights reserved. 5 Cisco Customer Intelligence Contact Center Update Frank Gagliardi, Strategic Sales Consultant – Contact Center Cisco Customer Interaction Technologies

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6 Cisco Business Edition 6000 Applications Choice Call control CUCM Voic Unity Connection IM & Presence Video VCS Attendant Console CUxAC Contact Center CCX Unified Provisioning Manager Up to 5 applications co-resident on a single server. Emergency Responder CER

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7 Applications Supported ApplicationScale UCM, Unified Communications Manager, (Required) 1,000 Users or 1200 devices CUC, Cisco Unity Connection 1,000 Voice Mails CUPM, Cisco Unified Provisioning Manager, installation GUI 1,000 users on UCM, CUC and IM&P IM&P, (aka CUPS) Instant Messaging & Presence 1,000 Full UC, IM & Presence users CUxAC, Cisco Unified Attendant Console 25 clients CCX, Contact Center Express100 Agents VCS, Video Communication Server 100 transversal/ 100 non-traversal video calls CER, Cisco Emergency Responder 1,000 users Virtualized with VMware ESXi

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8 Cisco Unifed Intelligence Center with Unified CCX

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9 Cisco Unified Intelligence Center Overview Key features for Cisco Contact Center Express Implementation and Licensing Report Customization Intelligence Center and HRC Demo

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10 Highly customizable presentation layer across multiple products Reduce manual consolidation of historical data by presenting it in a single dashboard Wizard-based interface to extend reporting inside and outside the contact center Layered access to capabilities Link reports to provide controlled access to drill down, up and across

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12 Installed with CCX (CUIC Standard license included) with browser-based access All HRC reports available in CUIC Customized views, thresholds on reporting data Different levels of access to reports, dashboards Scheduling enables report and data distribution via Permalinks enable one-click access to reporting data Audit Trail report to track reporting activity

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13 Create graphical views to existing reports (charts, gauges) Rearrange column fields, rename fields, add headers Provide additional groupings, summarizations and sorting Add thresholds to identify compliance violations

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14 Directory structure access Shared and personal copies of reports Capability access Assign multiple levels of permissions to enable opening CUIC “drawers”

Cisco Confidential 15 © 2012 Cisco and/or its affiliates. All rights reserved. Schedule to distribute via.pdf,.xls or embedded in Schedule to publish to a.csv file for flat file integration

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16 One-click access to historical reports No log-on and navigate Embed links in other dashboards Web links on other devices

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17 Included with Intelligence Center Standard version Allows visual customization Does not allow coding customization Intelligence Center Premium version for Lab and NFR system Create new reports from scratch Create drill-downs Export reports to be imported into a Standard system Change refresh

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18 Customer lab system (CCEH-NRPT-CUIC8 ) Partner NFR kit (CCEH-CUIC8-NFR) Currently orderable via IPCE-BUNDLE under LAB section Ordering Guide will be updated with Release 9 information

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19 Must select one at install, can change later By default, HRC is installed Not possible to run with both enabled

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 20 Cisco SocialMiner

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 21 Most visited website on the internet 30 billion pieces of content are shared each month Average user has 130 friends and is connected to 80 pages, events and groups More than 2.5 million websites have integrated with Facebook 190 million tweets are sent on average per day The average user has 115 followers Twitter has 225,000,000 users 40% of Twitter users don’t tweet, but instead use it to keep up to date

Cisco Confidential © 2012 Cisco and/or its affiliates. All rights reserved Capture 2. Analyze & Prioritize 3. Communication Workflow 4. Assign Customer Airline lost my luggage! Social Media Customer Care Agent 5. Engage Cisco SocialMiner Social Media Customer Care Cisco SocialMiner

Cisco Confidential © 2012 Cisco and/or its affiliates. All rights reserved. 23 Overview Enable proactive customer service by queuing and assigning social web posts to appropriate staff Complement brand monitoring dashboards Cisco SocialMiner Features  Real-time capture of social media postings  Social media campaign management  Route and queue contacts to experts  Tagging  Filters  Social Screen Pop  Real-time Notifications via Instant Message, , and Text  Social media customer care metrics  Rich set of Platform API’s for customization

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 24  All-in-one Software Appliance Linux Operation System Apache Tomcat Web Server Cassandra Datastore Informix Reporting Database Web Services Gadget Container Cisco Application Interfaces Virtualization Cisco SocialMiner Services Runtime Datastore Reporting Database Indexer Eventing External Services SMTP Mail Service Interface XMPP Interface Active Directory Standard Server Hardware SocialMiner Gadgets  Cisco Provided OVF Template (Required)  Any Server Platform  Gadget Container  REST APIs  OpenSocial Gadgets

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 25 Overview Builds on previous 8.5(x) releases (SocialMiner 8.5(5) FCS on Jan 31, 2012) Features Standalone single-session chat Chat feed type Agent & Customer chat UI Chat alias API for chat transcript IE 8 support for chat UI improvements Social contact layout Settings page layout

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 26 Web chat With Unified CCX 9.0

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 27 Entry level Integrated customer chat management functionality included with Premium Agent Chat Contact through SocialMiner 9.0. SocialMiner deployment on separate VM. Requires OS and DB entitlements for SocialMiner Packaging Web based Agent and Supervisor interface packaged as default in Integrated browser within CAD and CSD (IE8 support only) Or use in normal browser with IE8 or Firefox 11 Two Choice for routing algorithms Most Skilled agent Most Idle agent Blended voice and chat agents 5 New Historical and 3 new real time reports Transcript retention and retrieval on SocialMiner Functionality Inbuilt tool for creating sample code for web site form One step SocialMiner configuration from CCX Administration page. Configurable agent no answer and chat idle timeout System parameter setting to allocate/not allocate chat contact while agent is on voice call. Simple to Deploy

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 28 Agent and supervisor interface Web client within integrated browser in CAD for Agent /supervisor (IE8 required) Finesse chat gadget for agent and supervisor (Release 9.5) Default selection in Integrated browser

Cisco Confidential 29 © 2012 Cisco and/or its affiliates. All rights reserved. Configurable Agent no answer timeout. Chat contact gets re-queued and Agent goes “Not ready” after time out. Agent No Answer Timeout

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 30 Reply template Integrated to SocialMiner

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 31 Real-Time Displays for web chat metrics: –Current CSQ totals –Current CSQ Details –Agent detail report –Separate web based Supervisor UI in CSD integrated browser

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 32  Web chat historical reports:  Chat Agent Detail Report  Chat Agent Summary report  Chat CSQ Activity report  Chat CSQ Agent Summary  Chat Traffic Analysis Report  HRC as well as CUIC  New Unified CCX database tables facilitate delivery of packaged and custom reporting

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 33  Separate new section in RTR  3 Web chat Real Time Reports:  Overall Chat stats  Chat Resource Stats  Chat CSQ stats

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 34 Easy 5 step configuration  Create Chat CSQ  Simple SocialMiner Configuration  Global parameter settings  Create Chat widget sample HTML code for Website  Create teams

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 35 Customer Chat UI Customer WebSite Social Miner Agent Chat UI CAD May Be Hosted WWWDMZ Corporate firewall Chat Proxy UCCX Customer Customer sends web chat request Agent Web chat subsystem sees Agent state and delivers chat contact to web based Agent interface Chat contact enters SocialMiner Unified CCX Primary Unified CCX Primary The chat reply gadget is rendered to Agent interface Real time reports for supervisor, administrator and reporting users and historical reports for HR user Secondary

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 36 CCX 9.5 Finesse for CCX Webchat phase 2 Mediasense for CCX CCX 9.0 CCX 8.5 Spec-based VM support for UCS and non-UCS Outbound IVR Scale to 400 agents Serviceability enhancements New WFO UI Mobile Skill Manager (SU3) Customer Webchat CUIC Co-resident with CCX Unified sign on for admin Improved security with SElinux CME support removal New end point and server support

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 37 CCX 9.0 Available today CCX Q12013 Embedded CUIC for historical reporting Single session Web Chat Unified Sign On for CCX administration applications SELinux support WFO support for MediaSense Web 2.0 supervisor UI for WFO Mobile Skill Manager CME support removal CUIC Enhancements Relative filters Summary reports Jabber as agent device Administration API Campaign Mgmt API Configuration API Tandberg End point (EX60,EX90) & new IP phones. Virtualization – New ID Embedded Cisco Finesse for CCX ph 1 Home agent with “Extend and Connect” Simplified Day 2 Administration CUIC enhancements Supervisor team level reports Real time reporting with CUIC Additional report templates Web Chat enhancements Video On Hold A- Law support WFO enhancements CCX H2013

Thank you.