BRKCCT 1685

#CiscoLiveAPJC
Introduction to the next-gen

Webex Customer
Experience architecture
Subtitle goes here
Shaun Robinson
Technical Solutions Architect
BRKCCT-1685
#CiscoLiveAPJC
#CiscoLiveAPJC
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by the speaker until December 22, 2023. https://ciscolive.ciscoevents.com/ciscolivebot/#BRKCCT-1685
#CiscoLiveAPJC BRKCCT-1685 © 2023 Cisco and/or its affiliates. All rights reserved. Cisco
CiscoConfidential
Public 4 4
Enterprises have two things in mind:
Minimize cost
Maximize satisfaction
#CiscoLiveAPJC BRKCCT-1685 © 2023 Cisco and/or its affiliates. All rights reserved. Cisco Public 6
Customer expectations:
58% 2 of 3
Of customers prefer digital Consumers say that
channels like in-app, personalisation is one of
social, or SMS messaging. their top two priorities
This number is increasing.
How can we as engineers meet these needs?
Make agents and Make the business

Enhance the
supervisors more more agile and
customer experience
effective efficient
Architecture
overview
Portfolio Overview
Business systems Channels
Webex Contact Center
Webex Connect (CPaaS)
Journey Data Service
Webex Platform
Webex App (Calling, Messaging, Meetings) · Common Identity · Insights and Analytics
Contact Center
Contact Center
APPLICATION LAYER
Contact Center
APPLICATION LAYER
Routing Agent & Journey Reporting AI Transcription

& Experience Admin
Supervisor Data & Harness Management
Queueing Desktop Service Analytics
Contact Center
APPLICATION LAYER

& Experience Admin
MEDIA LAYER
Contact Center
APPLICATION LAYER

& Experience Admin
VOICE MEDIA LAYER DIGITAL MEDIA LAYER
Contact Center
APPLICATION LAYER

& Experience Admin
Next Gen Recording

Media Webex Connect
Services
Contact Center
APPLICATION LAYER

& Experience Admin
Next Gen Recording

Media Webex Connect
Services
VOICE ACCESS LAYER
Contact Center
APPLICATION LAYER

& Experience Admin
Next Gen Recording

Media Webex Connect
Services
VOICE ACCESS LAYER
VPOP Webex Calling
Contact Center
APPLICATION LAYER

& Experience Admin
Next Gen Recording

Media Webex Connect
Services
VOICE ACCESS LAYER

End Customer
VPOP Webex Calling
Agent
Call Flow Contact Center
APPLICATION LAYER
VOICE MEDIA LAYER
VOICE ACCESS LAYER

End Agent
Customer Call Leg
Call leg
End Customer Regardless of Access Layer/PSTN integration, Agent

each answered call by an agent has two call
legs.
Signalling
Media
Agent Call Delivery Options
Contact Center
APPLICATION LAYER
VPOP VOICE MEDIA LAYER
Calling
SP-
PSTN
On-prem PSTN
Via PSTN SIP Trunk to SBC
Agent Call Delivery Options
Contact Center
APPLICATION LAYER
VPOP VOICE MEDIA LAYER

CCP
Calling Provider
On-prem PSTN LGW
SIP Trunk to LGW On-Net (VoIP)
Enhance the
customer
experience
Blended Customer Experience
A connected customer journey from digital to human interactions
Digital automation and self-service Human engagement Digital automation follow-up
Call in, Self-service Handover to Contact center agent desktop Experience Personalised
deflected to options human agent with full customer context survey offer
SMS
Customer Journey
Use the data available to personalise
Hi Shaun.
Thanks for calling again, we’re Melbourne
routing you to a local agent in Queue
Melbourne.
Check Retrieve
Contact location
Melbourne
Check Hi there, please hold

General
New Database Lookup Record for the first available
Queue
caller No
Record
customer service rep.
This logic is easy to implement with Flow Builder
1. Can we read their number?
2. Let’s check our database
HTTP Dip
Node
2a. Map the values to variables for reuse
3. Did we get something back?
4. Let’s greet the customer and route appropriately
Leverage the data in your
Business Application
Hi Shaun.
If this is regarding your case 1 Queue
INC100012, please press one.
2
Otherwise please press two to
hear our menu options
Check Check
Contact Open Case
Yes
Business App Open

Customer Menu Queue
look-up Case?
No
Next-Gen Voice Automation

BRKCCT-2686
Scott Osborne #CiscoLiveAPJC BRKCCT-1685 © 2023 Cisco and/or its affiliates. All rights reserved. Cisco Public 35
Don’t make them wait on hold
Play caller’s
position in
queue
Press 1 for
Queue a
callback, or
continue to Callback
hold
End the
Play music
inbound call
Don’t make them wait on hold
Offer your customers choice in how they reach out
1800 134 349 www.cisco.com Facebook.com/ ? ?

Cisco
Digital Interaction Automation

BRKCCT-2687
#CiscoLiveAPJC BRKCCT-1685
Avinab Nanda
© 2023 Cisco and/or its affiliates. All rights reserved. Cisco Public 39
Deploy it yourself!
API samples galore on Github

https://github.com/dwfinnegan/cus
tomer_demo
https://github.com/WebexSamples
/webex-contact-center-api-
samples/tree/main/callback-
samples/callback-sample
Shift them to a more efficient channel
Webex CC Digital Channels

LTRCCT-2712
Iranthi Ulluwishewa
Friday 9am
Who am I?
Email WhatsApp Facebook
Webchat SMS Business Messenger
shaurobi@ 59a10f2e-0afa- 0400 000 000 61400 000 000 542922558

cisco.com 488a-8ca3- 38355577
5e6166d9c279
Build a complete view of the customer journey
1 2 3 4
Listen Identify Analyze Act
Real-time Dynamic Advanced Powerful
journey tracking profiling analytics orchestration
Identity and Event Feed
First: Shaun
Last: Robinson
Phone: 04 000 000 JDS chronologically links records together based on
03 9659 4200 identity aliases
Email: shaun@gmail.com
shaurobi@cisco.com
CustomerID: 2266445
Identity and Event Feed Journey Data Service
BRKCCT-2029
Rue Green
• Chronological journey
• Customizable data fields
• Clickable URL’s
• Custom Icons and Colors
• Insert events from any platform
Make your
agents and
supervisors
more effective
Webex Contact Center
Agent Desktop
A fresh, modern experience that empowers your agents
• Extensible via widgets and JavaScript SDK
• Agent and SME Collaboration

• Omni-channel User Experience
• Voice, Email & Chat
• Facebook Messenger, SMS & WhatsApp
• Localization – 29 languages
Provide team visibility to your supervisors
• Priority dashboard for a quick view

of what’s most important
• Automated supervisor functions

allowing time to focus on the
customer experience
• Agent performance management
Provide journey visibility to the agents
• JDS provides a
widget for agent
visibility
• Allows the agent
to view historical
and live events
Getting the most out of Agent Desktop
Embed the right tools
Present Digital Channels to the

right agents
Empower your supervisors Agent Desktop Best

Practices
BRKCCT-2690
Prasanna Arjunan
Digital Channels Auto-responses
Auto responses looks for answers

to customer questions in an
organization’s knowledge base
repository. If a relevant entry is
found, it uses that entry to generate
a reply to the customer’s question.
Agents can review and edit the
generated reply as needed before
sending it.
Subject to change, early access December, target March 2024
Make the
business more
agile and
efficient
Global Variables
Put the control in your
supervisors’ hands by allowing
them to trigger changes in flows
Exposed via API for extra agility
https://developer.webex-
cx.com/documentation/global-variables
API integrations
Workflow Desktop
Configuration Data access
Triggers Integrations
• Webex • Global • Search API • Agent
Connect Variable State • Estimated Desktop
workflows • CC Wait Time widgets
• Callback Configuration • REST API for
events Agents
https://developer.webex-cx.com/
Cisco CRM Connector Capabilities
IVR Data Dips Screen Pops
Upon call answer and
Dynamic Menus that maintain transfers, agent receives
customer context through relevant context with the
data lookups from the CRM customer record from the
inside Flow. CRM.
Intelligent Routing Post call Activity

Post call activities posted into
Contact Routing inside flow the CRM after the interaction.
leveraging HTTP Requests
from the CRM.
Click-to-Call
Integrated Desktop
Instant Outdial calls from the
Contact Centre controls within CRM via Webex Contact
the CRM – Unified single pane Center's Outdial capability.
of glass for the agents.
Webex Contact Center Licensing
Standard Agent Features Premium Agent Features
Features Inbound voice All in Standard plus
IVR port SMS, WhatsApp, FBM (agent assisted)
Preview outbound Progressive Dialer
Chat & email (agent assisted) Supervisor features
Smart Audio (BabbleLabs)

Journey Data Services
Webex Connect (self-service channels)
CRM Connectors
We can definitely meet these requirements
Make agents and Make the business

Enhance the
supervisors more more agile and
customer experience
effective efficient
Customer Experience this week at Cisco Live
Webex CE Architecture Overview Shaun Robinson
BRKCCT-1685 Tuesday 2pm
Next-gen Voice Automation Scott Osborne

BRKCCT-2686 Wednesday 8:30am
Digital Interaction Automation Avinab Nanda

BRKCCT-2687 Wednesday 1pm
Agent Desktop Best Practices Prasanna Arjunan

BRKCCT-2690 Wednesday 2:40pm
Journey Data Services Rue Green

BRKCCT-2029 Wednesday 4pm
Session Surveys
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• Complete a minimum of four session surveys and the overall event surveys to claim
a Cisco Live T-Shirt
Thank you
#CiscoLiveAPJC
#CiscoLiveAPJC
#CiscoLiveAPJC

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#CiscoLiveAPJC

Introduction to the next-gen

2 Click “Join the Discussion”

4 Enter messages/questions in the Webex space

Webex spaces will be moderated

Make agents and Make the business

Business systems Channels

Webex Contact Center

Webex Connect (CPaaS)

Journey Data Service

Routing Agent & Journey Reporting AI Transcription

Routing Agent & Journey Reporting AI Transcription

Routing Agent & Journey Reporting AI Transcription

VOICE MEDIA LAYER DIGITAL MEDIA LAYER

Routing Agent & Journey Reporting AI Transcription

VOICE MEDIA LAYER DIGITAL MEDIA LAYER

Next Gen Recording

Routing Agent & Journey Reporting AI Transcription

VOICE MEDIA LAYER DIGITAL MEDIA LAYER

Next Gen Recording

VOICE ACCESS LAYER

Routing Agent & Journey Reporting AI Transcription

VOICE MEDIA LAYER DIGITAL MEDIA LAYER

Next Gen Recording

VOICE ACCESS LAYER

VPOP Webex Calling

Routing Agent & Journey Reporting AI Transcription

VOICE MEDIA LAYER DIGITAL MEDIA LAYER

Next Gen Recording

VOICE ACCESS LAYER

VPOP Webex Calling

VOICE MEDIA LAYER

VOICE ACCESS LAYER

End Customer Regardless of Access Layer/PSTN integration, Agent

VPOP VOICE MEDIA LAYER

Via PSTN SIP Trunk to SBC

VPOP VOICE MEDIA LAYER

On-prem PSTN LGW

SIP Trunk to LGW On-Net (VoIP)

Digital automation and self-service Human engagement Digital automation follow-up

Check Hi there, please hold

Business App Open

Next-Gen Voice Automation

1800 134 349 www.cisco.com Facebook.com/ ? ?

Digital Interaction Automation

API samples galore on Github

Webex CC Digital Channels

shaurobi@ 59a10f2e-0afa- 0400 000 000 61400 000 000 542922558

• Customizable data fields

• Custom Icons and Colors

• Insert events from any platform

A fresh, modern experience that empowers your agents

• Extensible via widgets and JavaScript SDK

• Agent and SME Collaboration

• Voice, Email & Chat

• Facebook Messenger, SMS & WhatsApp

• Priority dashboard for a quick view

• Automated supervisor functions