BRKCCT 1051

#CLUS
Customer Journey
Solutions: Update and
Roadmap
Contact Center Enterprise (CCE)
Piyush Khanna, Product Manager

@piyushkhanna77
BRKCCT-1051
#CLUS
Agenda
• Introduction
• Release 12.0
- Theme 1: Experience
- Theme 2: Scale
- Theme 3: Security
- Platform
• Beyond Release 12.0
• Conclusion
#CLUS BRKCCT-1051 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 3
Let’s start with a story…
1 of 3 customer service
calls are answered by
Cisco Contact Centers
Cisco Customer Journey Solutions
Leading the market in growth and innovation
1500+ #1 #2 6
Years Gartner
3M+
Ecosystem N.A Market share Global Market Agents
Partners 42.3% share Leading
(Closed Gap on Avaya
“Ability to Execute”
(+8.1%)*
by 4%)*
*Source: Synergy Research
Release 12.0
Experience Scale Security

Agent ECC variable End-to-end
experience space expansion security for
from 2k data in flight
Supervisor
experience CCE scale Data at rest
for large
Admin enterprises Reduced AD
experience dependencies
Experience
Agent
Finesse
Multi-channel
Finesse 11.6
(and prior…)
BRKCCT-1051 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 10
… going forward (Fi-NEXT!)
More real-estate…
Logo and title can be

Click on the dots to expand the left navigation bar customized
Enhanced productivity…
Incoming call/chat/email with context
Built-in communication tools… Connect to SMEs on Finesse,
Webex Teams or Jabber
Easy
Desktop chat
search
Multiple
1-on-1
chats
Wrap-up always, categorize the call…
Force Wrap- Reverse Search and set

Up state Wrap-Up timer Wrap-Up Reason
Seamlessly integrated multi-channel…
Digital channel
state control
ECE gadget
Workflows
for digital
channels
Advanced Digital
Multitasking
Pick, Pull tasks from queue
Pick from agent
Pick, Pull while on voice call
Pick beyond task limit
Transfer task back to queue
Pick / Pull / Transfer Reports
Enterprise Chat and Email
BRKCCT-1051 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 17
Upgrading to Finesse 12.0
Links
• Video:
• Consistent user experience (UX) with Cisco CC + Collab suite https://video.cisco.com/det
ail/videos/contact-
center/video/5989308839
001/cisco-finesse-12.0-
• *All* upgrading customers get next-gen UX with Release 12.0

agent-desktop-for-ucce-
pcce-and-hcs-
cc?autoStart=true
• Documentation:
https://www.cisco.com/c/e
• Backwards compatible n/us/td/docs/voice_ip_com

m/cust_contact/contact_ce
nter/finesse/finesse_1201/
- Existing 3rd party gadgets rendered as-is user/guide/cfin_b_1201-
cisco-finesse-desktop-
userguide.html
- Sandbox provided on DevNet with UX toolkit to help align gadgets to new look • DevNet:
https://community.cisco.co
- Existing APIs supported m/t5/collaboration-
blogs/the-uccx-with-
finesse-cuic-socialminer-
- Existing layout preserved 12-0-early-release/ba-
p/3724441
- Primary changes: call control, state change, navigation tab >> menu, styling • UX toolkit:
https://devnetsandbox.cisc
o.com/sandbox-
instructions/Unified_Contac
t_Center_Express_120_EF
• Video and documentation to help agents transition to new UX T/Documentation/Finesse_

Visual_Design_Kit/index.ht
ml
Continue your education
Customer Journey Solutions: The Next
BRKCCT Thursday
Generation Agent Desktop Experiences June 13
1001
(Finesse & CJP Desktop) 10:30am
BRKCCT Upgrading CCE Solution, Strategies and Thursday

June 13
2001 Best Practices
1 – 2:30pm
Related sessions
Supervisor
Team messages
Multi-site
supervisors
Silent broadcast to teams (next-gen whisper)…
Type
message
Select
Team(s)
Choose
how
long to
display
Agent views the broadcast unobstructed…
Broadcast
message
Notification,
scroll to next
message
UCCE
Multi-site supervisors • Reduces

only
overhead and
security issues
Use Cases with multiple
accounts
- After-hours
Supervisor
• Full supervisor
covering extra
teams functionality
geographically including silent
monitor
- IT admin
performing PG
Supervisor
functions
across the PG
span of
business
Admin
PCCE Single
Pane of Glass
CUIC
Problem Illustration #1
CCE CVP
IdS Finesse
VVB ECE
Multiple, component-specific administration interfaces

Inconsistent experience, look and feel
Problem Illustration #2
(PHONEBOOK, DESKTOP LAYOUT ETC.)
Finesse Admin CCE Admin Finesse Admin

CONFIGURE TEAM RESOURCES
A
Create Resources Create Team Assign Resources to Team
CCE Admin CUIC OAMP

USER INTEGRATION
WITH CUIC
B COMPLEX !
Create Supervisor Pull the User /

Wait for scheduled sync
Solution?
PCCE
One interface to rule them ALL

only
CCE
CVP
Finesse
IdS
ECE
VVB  Single Pane of Glass
A Vibrant Dashboard…
PCCE
only
Config
alerts
Cards
organized
by flow
PCCE
only
Quick access
menu
Direct access
to any setting
Day 0 Day 1 Day 2

Infrastructure Users, Roles Skills, Business Hours
and Routes and Desktop #CLUS Outbound campaigns© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 30
PCCE
only
…via a layered Access Control
Grant access at
card or gadget level
Multi-level
Force close Custom reason
control:
in case of codes to enable
team, skill,
emergency specific IVR
or line-of-
treatments
business
Attach to scripts:
create business
logic once, control
anyhow, anytime Single-click control of
Business operating hours…
…Wrapping it up with CUIC
• User & Group Management
• Permissions Management
• Datasource Management
• Scheduler
Optimized,
Summary: The New 12.0 Experience Consistent and…

User validated
Scale
You make scale possible
#CLUS © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 35
Scale
ECC variable
space expansion
from 2k
CCE scale
for large
enterprises
Enterprise
12.0 scale
improvements 6x
Increase in PCCE
concurrent agent count
2x
Increase in CCE
concurrent agent count
PCCE
only
PCCE for Large Enterprises (4k, 12k)

Requirement Solution
Phased migration Legacy non-reference*: I2I GW, TDM PG
Existing hardware vendor relations Specs-based server support
Shared data centers Relaxed VM layout enforcement
* Coming post 12.0
Call Variable Expansion
11.6 and prior…
Cisco Unified
CVP App Finesse Contact Center
Data Data Data
2K bytes
2K bytes of shared data
for routing
Call Variable Expansion
Going forward…
CVP 2K bytes of
Data dedicated data space Cisco Unified
Contact Center
App 2K bytes of
Data dedicated data space 6K bytes
Finesse 2K bytes of for routing
Data dedicated data space
New Payload tool for separating Call Variables
2k bytes
available
per
Start with payload
Default
payload
(upgrade,
in scripts)
Organize
variables
into one
or more
payloads
Create
new
payloads
Use the
payload node
in scripts to
switch current
payload
Security
Security
End-to-end
security for
data in flight
Data at rest
Reduced AD
dependencies
Protect Data-in-motion
Disable weak ciphers
Add TLS security for data in-motion

• Inbound voice
• Outbound voice
• Multi-channel
• External database dip
Inbound voice
internal internal GED-188 HTTPS

HTTPS TLS SIP GED-125
PG CC PG PG
V V V
Browser
Gateway VXML CVP VRU PG Router Agent PG Finesse
(VXML client) server server
Agent
Caller
Legend:
Already encrypted (prior to 12.0)

Added TLS 1.2 encryption in Rel 12.0
Proprietary, binary protocol
External CRM dip App GW CRM
server
proprietary
CRM
V
GED-145

HTTPS TLS SIP GED-125
PG CC PG PG
V V V
Browser
Gateway VXML CVP VRU PG Router Agent PG Finesse
Legend: Agent
Caller Already encrypted (prior to 12.0)
Outbound voice MR PG Router
internal
PG CC
MR
internal
interface
HTTPS HTTPS GED-188 HTTPS

internal GED-188
CC PG PG PG
CC
V
CTI server Browser

(Partner AW Logger Dialer Finesse
System) (+ Agent PG
server
TLS service)
SIP
Caller V Legend: Agent

Gateway Added TLS 1.2 encryption in Rel 12.0
Multi-channel
(Mail
server) ECE
email IMAP
V
V
GED-188
chat HTTPS
(Chat MR Interface
service)
Caller

task HTTPS MR
PG CC PG PG
V V Interface
Browser
(Partner Social Miner MR PG Router Agent PG Finesse
system) (Task Routing) server
Legend: Agent
ICM
internal internal GED-188 internal

HTTPS SIP TLS GED-125
PG CC PG PG
V V V
CTIOS desktop
Gateway VXML CVP VRU PG Router CTI server CTIOS (CIL)
Agent PG
Agent
Caller
Legend:

Protect Data-at-rest
Reduced PII Logging

• Disable ECC Tracing
• Disable CV Tracing
• Tracing can be enabled for serviceability
Support use of Self-Encrypting Drive (SED)
UCCE
only
Reduced Active Directory Interactions
Service accounts Setup and

• Used for Logger and
Config users
Distributor services • Create security groups in
• AD accounts aren’t AD via Domain Manager
created for services • Installer creates
automatically UcceSetup and
• Manually create user UcceConfig local user
accounts in AD group in resp. VMs
• Refer these pre- • Add each config user to
created accounts when resp. UcceConfig group
configuring services • Add each setup user to
• Websetup auto adds to resp. local admin (spl.
UcceService + local permissions for Win
admin users in VMs services, registry)
BRKCCT Understanding and Instrumenting Security Tuesday

June 11
2002 Concepts within UCCE & UCCX
1pm – 3pm
LABCCT Secure Voice Communication -

2984 Configuration and Troubleshooting
Related sessions
Platform
You make the platform possible
Platform
CCE on AWS-
VMC
ECE Geo-
Redundancy
Collaboration via VMWare Cloud
Hybrid SaaS
SaaS BroadCloud
from Hybrid IaaS
Cisco
BroadWorks HCS
SaaS
from VMware Cloud
Cisco Partner
(VMC)
IaaS from
3rd-party
or
Cisco 3rd-party
On-premises On-premises
VMC = AWS
VMware Cloud
AWS – existing regions
AWS – new regions

For latest update on locations, see:
VMC on AWS https://cloud.vmware.com/vmc-aws/faq#general
CCE support on VMC-AWS
• Release:
- Supported from Release 12.0 onwards
- Requires CUCM 12.5 (and above)
• Deployments:
- Support for UCCE (all deployments), PCCE (4k and 12k) Cloud
• Support model:
- VMC-AWS is supported via Spec-Based Deployment Model
- Separation of support duties:
 Customer would work with VMware for infrastructural and QoS issues
 Customer would work with Cisco for broke-fix on CC products (application specific)
• Licensing:
- CJBU allows perpetual license deployment to VMC-AWS; flex not required
- Customer is responsible for converting licenses from premises (perpetual) to cloud (subscription) for:
 MS Windows Server
 MS SQL Server
Enterprise
Chat and Email
• Geographic
redundancy
• Agent UX
enhancements
• Server side REST APIs
(post 12.0 via ES)
Summary
Experience Scale Security
Admin experience ECC variable space expansion from 2k End-to-end security for data in flight
• Packaged Unified Admin (SPOG) • Payload approach with 6k per call • TLS encryption for:
• CUIC UX for admins • 2k limit per payload • Inbound voice: IVR, Desktop
• Seamless upgrade • Outbound: Dialer
• Multi-channel: ECE, Task Routing
Agent experience CCE Scale for large enterprises • External DB dip: App GW
• Next gen Finesse desktop • 12k agents in single PCCE instance • Enable/Disable specific ciphers
• Desktop chat • 24k Agents in UCCE, 24 PG support
• Seamless multi-channel • 70k CTSG per CCE instance
• Digital multi-tasking with pick/pull Data at rest
• Disable ECC, Call Variable Tracing
Platform • Temp. enablement for serviceability
Supervisor experience
• Simplified Business Hours mgmt.
Platform upgrades Reduced AD dependencies
• Team broadcast messages
• CCE on AWS-VMC
• Multi-peripheral supervision • De-couple CCE AD authorization
• Migrate VOS to CentOS
• No writes to AD for service accounts,
• Upgrade CTIOS server, CILs (ICM) setup + config users
• Native a-law support for Dialer
LABCCT Cisco Contact Center: Introduction to

2300 Enterprise 12.0 Version
Related session
* ECE, CCMP, CCDM 12.0 will support SQL Server 2016
What’s
next?
Cognitive Collaboration
Cloud Migration
Journeys Experience
is King
System
Sprawl
AI & Bots
Data
Trends Challenges
It used to be simple – route, queue, report
Simple!
Not Exactly.
“I think I’ll need “…have you
“Hi! Thanks for
to transfer “Who are you?” contacted us
contacting us…”
you..” before?”
Full of Options.
… and Silo’s.
“I need to find you in “Found you! Ok, Why “Hang tight, this may
the system” are you calling?” take some time”
Silos Affect Experience!
Imagine if . . .
“Hi Julie. Thanks “We appreciate “… I see you
“…Can I also your six year
for contacting relationship
you were just
suggest this?
us…” with us” on the web”
… Cognitive, Personal, Seamless

… No Apparent Silo’s.
“…And you were

“…Tracking says its out “… Are you inquiring
checking your order
for PM delivery” about that order?”
status ”
Data will
empower better
experiences
“Only Cisco has the secure
global reach, data strategy,
cloud Investment and
ability to execute required
So How Does to deliver cognitive and
collaborative experiences
Cisco Get for your customers”
You There?
Cloud first,
not cloud only
#CLUS © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
Customer Journey Solutions
Integration services strategy
Cloud
Journey Data | Messaging | AI | Analytics
Services
Connectors
Contact Center Contact Center Customer Journey

Platforms Express Enterprise Platform
Cloud
Journey Data | Messaging | AI | Analytics
Services
A framework to apply data-driven intelligence and learning throughout the customer journey.
Train and improve AI engines

Data architecture and connectors
AI/ML Data
Train and improve routing engines
Google, Microsoft, IBM, Amazon
Mix and match AI engines with tasks
Insights Automation Agent Treatment

Assistance and Routing
Customer Journey Solutions. . .
Cognitive, collaborative customer journeys at secure global scale
Better Together
UC and CC | Licensing| Networking | Security | Intelligence
Intelligent Customer
network self-service
Global cloud footprint
Actionable
Cloud first, not only
Cognitive Hybrid cloud services | Common user experiences
business Intelligence
insights routing and
throughout engagement
Data-driven, cognitive experiences

Real-time
agent help
Unified and open platforms
Tentative
[NDA]
Customer Journey Solutions Roadmap 12.5
Data-driven Cloud First, Unified and

Cognitive Not only Better Together Open Platform
Experiences Outbound scale
Smart licensing S+ gadgets (Unified Admin)
Cloud Connect
Business Metrics Security enhancements Finesse UX enhancements
Analyzer for CCE* M5 and HX TRC support
Customer Virtual Agent Finesse failover optimization
ECE auto suggest (“Solve”) CVOS upgrade Finesse Agent Stats Report
VVB enhancements
Platform upgrade
Whitepaper:
• UCCE to PCCE migration * (Phase 1) Up to 2k agents
Business Insights via Analyzer
DATA-DRIVEN CLOUD FIRST,
COGNITIVE EXPERIENCES NOT ONLY
Abandoned Contacts
Out of box Business Metrics

Business metrics dashboard via
Analyzer (cloud connect)
• Abandoned Contacts
- Dashboard of abandoned contacts
(with ANI/DNIS) and where (self
service or Queue) it was abandoned
• CX KPIs – CSAT, NPS, CES

- Consolidated average CX KPIs at the
organization/site level
• Upsell/Cross Sell metrics

- Out of box standard way of way to
merge CRM & contact center data
BRKCCT Customer Journey Solutions Reporting & Wednesday

June 12
2056 Analytics
1pm – 3pm
Related session
Customer Virtual Assistant
DATA-DRIVEN
COGNITIVE EXPERIENCES
SELF SERVICE
TLS SIP HTTPS
Customer CVP, VVB Cloud-based

Speech Engine
Escalate to
Agent
Use Case #1 Use Case #2

Conversation media routed to Each sentence streamed to Speech
Speech engine. Business logic, engine, and Intent received. Business
Intent handling done on Cloud logic, Intent handling done on-Prem
Agent on CCE
BRKCCT Customer Journey Solutions: Use of AI for Tuesday

June 11
1003 Customer care
1pm – 2pm
BRKCCT Implementing AI-driven conversational IVR Wednesday

June 12
2009 on CVP and CCX
4 – 5:30pm
Related sessions
Smart Licensing BETTER TOGETHER
• New way of thinking about licensing, being applied to all products at Cisco
• Simplifies the customer and partner experience of buying software, activating it and its day-to-day management
Classic Licensing Smart Licensing

Limited View Complete View
Customers do not know what they own. Software, services, and devices at one easy-to-use portal.
PAK Registration Easy Registration

Manually register each device. Unlock with license key. No PAKs. Easy activation. Device is ready to use.
Device Specific Company Specific

Licenses specific to only one device. Flexible licensing. Use across devices.
Locked Unlocked
You cannot use more than you paid for. Add users and licenses as needed.
Cisco CJS Enterprise and HCS-CC:

• Release 12.5 and beyond – only Smart Licensing (new deployments + upgrades)
• Release 12.0 and prior – continue on classic licensing, add more licenses to their existing system (no impact of SL)
Outbound Scale UNIFIED AND
OPEN PLATFORM
Higher 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
Unified Admin: 3rd party gadget support UNIFIED AND
OPEN PLATFORM
Flexibility
Embed simple external pages
–OR-
S+ Gadget
(Shindig) gadgets
Organize your flow

Add a top-level card
–OR-
Inject within existing card
Delegation and Hand-over

Grant role-based access to
individual gadgets
Customise S+ tenant
Query additional data during registration to
identify instance, customise gadget
Build on a full Cisco stack portfolio integration
“Better Together”
Direct calling
portfolio Common Common Common
integrations Cisco® global Cisco UX third-party
(UCM, Webex Teams, cloud backbone approach integrations
Jabber®)
Common Cisco Jabber

Common Flex provisioning grade security multiline for
Licensing (control hub, Unified
Admin)
throughout customer care
The Time to
Act? Now!
#CLUS © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
Flex Licensing
1st step
Cloud and on-premises Subscription Investment protection
Subscribe once, deploy Easy OpEx Migration of installed base

and grow how you want budgeting via Flex Plan value transfer
Term-based subscription model

Increase choices | Remove migration barriers
BRKCCT Customer Journey Solutions: Demystifying Tuesday

June 11
1002 the CC Flex Plan
4pm – 5pm
Related session
Advanced cloud services
2nd step
On-Premises Cloud Connect Cloud
Cisco UCCE, PCCE. UCCX
Simplify via Flex Innovate - Cloud Services Transform to Cloud
We’re with you on your journey
On-Premises Cloud Connect Cloud
Cisco UCCE, PCCE. UCCX
Simplify Innovate Transform
Thank you
#CLUS
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by the speaker until June 16, 2019.
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Demos in the
Walk-in labs
Cisco campus
Meet the engineer

Related sessions
1:1 meetings
Related (Upcoming) Sessions
Breakouts
Session ID Title Date / Time / Location
BRKCCT-1003 Customer Journey Solutions: Use of AI for Customer care 11 Jun / 1 pm / SDCC - Upper Level, Room 32A
BRKCCT-2002 Understanding and Instrumenting Security Concepts within UCCE & UCCX 11 Jun / 1 pm / SDCC - Upper Level, Room 24B
BRKCCT-1002 Customer Journey Solutions: Demystifying the CC Flex Plan 11 Jun / 4 pm / SDCC - Upper Level, Room 32A
BRKCCT-2010 Enhancing customer chat experience using AI & CCE Enterprise Chat and Email (ECE) 11 Jun / 4 pm / SDCC - Mezzanine Level, Room 15B
BRKCCT-2056 Customer Journey Solutions Reporting & Analytics 12 Jun / 1 pm / SDCC - Upper Level, Room 30A
BRKCCT-2009 Implementing AI-driven conversational IVR on CVP and CCX 12 Jun / 4 pm / SDCC - Upper Level, Room 5A
BRKCCT-2007 Cisco Unified Contact Center Enterprise Planning and Design 12 Jun / 4 pm / SDCC - Upper Level, Room 4
BRKCCT-2210 Solution Troubleshooting for UCCE 13 Jun / 8 am / SDCC - Upper Level, Room 5B
BRKCCT-1001 Customer Journey Solutions: The Next Generation Agent Desktop Experiences (Finesse & CJP 13 Jun / 10:30 am / SDCC - Mezzanine Level, Room
Desktop) 16B
BRKCCT-2001 Upgrading CCE Solution, Strategies and Best Practices 13 Jun / 1 pm / SDCC – Upper Level, Room 30D
Instructor-led Labs
Session ID Title Date / Time / Location
10 Jun 2019 / 1 pm / Hilton Bayfront - Level 3 Aqua,
LTRCCT-3052 Contact Center Enterprise End-to-End Chat & Email Flow Troubleshooting and Configuration
Room 311 A
Walk-in Labs
Session ID Title
LABCCT-2300 Cisco Contact Center: Introduction to Enterprise 12.0 Version
LABCCT-2794 Contact Center Certification
LABCCT-2984 Secure Voice Communication - Configuration and Troubleshooting
LABCCT-2012 UCCE Solutions - Hands on Cisco Virtualized Voice Browser (CVVB) and Customer Voice Portal (CVP) features
#CLUS

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#CLUS

Piyush Khanna, Product Manager

*Source: Synergy Research

Experience Scale Security

Logo and title can be

Incoming call/chat/email with context

Force Wrap- Reverse Search and set

Pick from agent

Pick, Pull while on voice call

Pick beyond task limit

Transfer task back to queue

Pick / Pull / Transfer Reports

Enterprise Chat and Email

• *All* upgrading customers get next-gen UX with Release 12.0

• Backwards compatible n/us/td/docs/voice_ip_com

• Video and documentation to help agents transition to new UX T/Documentation/Finesse_

BRKCCT Upgrading CCE Solution, Strategies and Thursday

Multi-site supervisors • Reduces

Multiple, component-specific administration interfaces

Finesse Admin CCE Admin Finesse Admin

CCE Admin CUIC OAMP

Create Supervisor Pull the User /

One interface to rule them ALL

VVB  Single Pane of Glass

Day 0 Day 1 Day 2

…via a layered Access Control

Summary: The New 12.0 Experience Consistent and…

You make scale possible

PCCE for Large Enterprises (4k, 12k)

Phased migration Legacy non-reference*: I2I GW, TDM PG

Existing hardware vendor relations Specs-based server support

Shared data centers Relaxed VM layout enforcement

* Coming post 12.0

Disable weak ciphers

Add TLS security for data in-motion

internal internal GED-188 HTTPS

Already encrypted (prior to 12.0)

internal internal GED-188 HTTPS

HTTPS HTTPS GED-188 HTTPS

CTI server Browser

Caller V Legend: Agent

internal internal GED-188 HTTPS

internal internal GED-188 internal

Already encrypted (prior to 12.0)

Reduced PII Logging

Support use of Self-Encrypting Drive (SED)

Service accounts Setup and

BRKCCT Understanding and Instrumenting Security Tuesday

LABCCT Secure Voice Communication -

You make the platform possible

AWS – existing regions

AWS – new regions

LABCCT Cisco Contact Center: Introduction to

… Cognitive, Personal, Seamless

“…And you were

Contact Center Contact Center Customer Journey

Train and improve AI engines

Mix and match AI engines with tasks

Insights Automation Agent Treatment

Data-driven, cognitive experiences

Customer Journey Solutions Roadmap 12.5

Data-driven Cloud First, Unified and

Out of box Business Metrics

• All upgrading customers get next-gen UX with Release 12.0