1. Context Service Overview
March 2015

2. Cisco Collaboration Portfolio
Unified
Communications
Customer
Collaboration
Conferencing
Collaboration
Endpoints
Cisco Customer Collaboration is an integral part of Cisco’s collaboration architecture, allowing your business’ contact center to take advantage of and seamlessly interoperate with other collaboration elements. Customer Collaboration enables organizations to differentiate their brand by delivering a Total Customer Experience that is Simple, Agile, and Consistent. Organizations are able to connect with their customers across multiple channels, to engage with customers for consistent and positive business outcomes, and to optimize the customer care environment with a single, simplified platform. By enabling customer engagement at any time, from any location, and on any device, Cisco helps you to deliver a Total Customer Experience.
Cisco’s Context Service is new, built-in functionality in the Release 11 Customer Collaboration line of contact center products.

3. Existing solutions are pricey, complex, or proprietary
Business Challenges
Businesses have little knowledge of their previous interactions with consumers across multiple channels
Consumer frustration
Wasted agent time
Existing solutions are pricey, complex, or proprietary
Why is the Context Service needed?
Businesses have limited knowledge of previous interactions with their customers
Consumers are frustrated by this (have to keep explaining their issue)
Customer service agents waste valuable time getting caller history/context
Existing solutions that provide context are difficult/expensive to deploy
Context Service addresses these challenges

4. Context Service Cloud-based storage of customer interaction data
Deliver
Omnichannel
Seamlessly
Social Media
Chat
Enables a complete view of the customer journey
Better-informed agents provide a superior experience
Out-of-the-box Cisco platform integration
Open web interfaces enable partner applications
Phone
SMS
Customer
Journey
IVR
Retail
Mobile
Web
IoE
What is the Product / Solution?
The Context Service provides cloud-based storage, tagging, and management of the data from interactions between businesses/organizations and their customers.
Key Functionality
- The Context Service is new, built-in functionality in Release 11 of Cisco’s contact center products such as Unified Contact Center Enterprise, Packaged Contact Center Enterprise, Unified Contact Center Express, and Hosted Collaboration Solution-Contact Center. It is compatible with both on-premises and cloud contact center deployments. The service provides a complete solution, not just APIs.
- The service runs on Cisco Intercloud, eliminating the need for businesses to deploy/manage additional servers.
- The service is channel-agnostic, allowing it to store interaction data from multiple customer care channels such as voice (including IVR), chat, and , plus emerging channels such as the Internet of Things.
- The service tags interaction data, allowing it to be correlated into customer “journeys” that enable business to understand the history and context of their customer engagements.
- The business owns their data, even though it sits in cloud, and they own/generate the encryption keys. Cisco can’t access it, nor can partners unless the business permits it.
What Are Customer Benefits?
- The service provides history/context information of previous interactions to customer service agents, allowing them to better understand the customer’s journey up to that point and provide better service.
- The context/history provided by the service transforms traditional, isolated multichannel interactions from separate channels such as voice, chat, and into seamless “omnichannel” journeys that help businesses better understand and respond to the needs of their customers.
What Are Partner Benefits?
- The service offers open, standard web services APIs that enable Cisco partners to easily build value-add solutions such as analytics applications, using the interaction data stored in the cloud by the Context Service.
Cisco Customer
Collaboration Platforms
Partner Applications

5. Context Service Data Handling
Chat
Phone
POD
IVR
Social Media
Agent
Customer
SMS
Context
Phone
Pod
Mobile
Pod
Pod
Pod
Tag
POD
Web
Tag
IoE
This slide depicts how the Context Service stores/provides a Piece of Data (POD) for each business/customer interaction.
Retail
Cisco Customer Collaboration Platforms
Partner Applications

6. Out-of-the-Box With Cisco Customer Collaboration Platforms
This is an example of how a customer service agent’s Finesse desktop might show them the history/context of a caller’s previous interactions with the business.
Example Screen Shot
Actual version may differ

7. Context Service: Business Benefits
Easy
Channel agnostic
Consumer “journeys”
Secure
Context Service is available on Cisco Intercloud, providing easy access and eliminating the need for businesses to deploy/manage additional servers to use it
The service is channel and application agnostic, allowing it to store interaction data from multiple customer care channels such as voice (including IVR), chat, video, web, and
The service tags interaction data, allowing it to be correlated into customer “journeys” that enable business to better understand the history and context of their customer engagements, leading to better/faster service and higher customer satisfaction.
The service is secure; the business owns their data

8. Cisco Differentiators
Competitive offerings are based on on-premises technology that typically offer limited integration capabilities and are more expensive and difficult to implement than Cisco's Context Service.
Cisco offers out-of-the-box integration with Cisco Customer Collaboration platforms.
Context service offers open, standard web services APIs that enable businesses and Cisco partners to easily build value-add solutions such as analytics applications.

9. Context Service: Summary
Omnichannel made easy
Functionality
Enhances Cisco contact center solutions
Runs on Cisco Intercloud
Supports traditional and new care channels
Interactions tagged for correlation, trending, analytics
Businesses control access to their data
Key Customer / Partner Benefits
Enables a complete view of the customer journey
Better-informed agents provide a superior experience
Supports seamless Omnichannel interactions
Open web interfaces enable partner applications

10. Thank You