Cisco Contact Center 12 5 BDM

Cisco Contact Center
Release 12.5
BDM Presentation
Agenda
Trends and Portfolio Focus
Cisco Contact Center Portfolio
Cloud Connected
Cognitive and Consistent
Simplified Platform
Why Cisco?
© 2021 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Trends
Shaping the
Contact Center
Artificial Intelligence Data Analytics
Employee Experience Customer Experience Cloud Transformation
Portfolio Focus
Cloud Cognitive Simplified

Connected and Consistent Platform
Data Analytics Customer Experience Customer Experience
Cloud Services Employee Experience Employee Experience
Artificial Intelligence
Cisco Contact Center Portfolio
On-Premises Cisco Cloud
Contact Center Webex Contact Center

• Available on-premises or Partner Hosted • Cisco hosted
• All business sizes • Single Webex Platform for Contact Center
• Express: SMB-Midsize up to 400 agents • Webex Contact Center: up to 500 agents
• Enterprise: Large Enterprise up to 24,000 • Webex Contact Center Enterprise: up to 24,000 agents
• HCS: Partner Hosted up to 24,000
Cloud
Connected
Cloud Connect for CCX/E
Brings cloud capabilities to on-premises solutions Webex CC Cloud
Services
Faster delivery via Automatic Updates
*
*
HTTPS
Common experience
Cloud Connect
Service CCX/E
Plugin 1 Components
Service
Plugin 2
Cloud Hybrid Premises
** Does not illustrate HA
CCX
Cisco Webex Workforce Optimization
UPGRADED UX TRADE-IN VALUE THE CLOUD
• Don’t forget the value

• Cisco Webex WFO • Cisco Webex WFO is of the cloud
was built from Cisco the only alternative
Unified WFO that will give you • Continuous feature
trade in value for your upgrades, flexible seat
• Retain the same
existing Cisco licenses, cloud storage
functionality plus 50+
Unified WFO seats and minimal server
enhancements, including
footprint
data explorer and
analytics
CCX
50+ Enhancements in Cisco Webex WFO

Data Explorer Quality Management Workforce Management Analytics
• New functionality • Redesigned UI and • Schedule optimizer • New application not

included with all Webex media player previously available in
WFO applications • Intraday dynamic Cisco Unified WFO
• Agent profile card scheduling
• Business intelligence • Analytics and Analytics
and custom reporting - • Evaluation form • Schedule history and with Transcription
allows you to enhancements restore options that include
seamlessly integrate phonetics, desktop
• Clone existing forms • Ad hoc scheduling
and visualize analytics, text analytics
information from • Plus 20 more • WFM Mobile Agent and sentiment analysis.
anywhere in Webex enhancements
WFO • Plus 30 more
enhancements
Cognitive
and Consistent
P/CCE
Transform experience with
Customer Virtual Assistant
“Just speak”: Single Flattened tree – Improved Customer voice

reduce IVR self-service increased ability analytics on carries more data
than content to take
traversal time application for to automate unfulfilled
advantage of -
(< ~40 sec) all channels routine tasks customer intents sentiment,
biometrics, gender
etc.
Surveys with Webex Experience Management
Quickly gain insight and take action based on NPS and CSAT feedback
Voice of Customer surveys and dashboards

• Post-call IVR surveys
• Agent can view past customer feedback and take contextual
action
• Agent can view their NPS/CSAT/CES dashboard metrics
• Supervisor dashboard helps analyze team performance and
derive actionable insights
• Drilldown into role-based dashboards to view root cause
analysis
Trials with P/CCE
Call Transcript
Finesse Agent Gadget
• Both real-time & call summary

transcripts are made available
on Finesse Agent Desktop
• Ability to perform a keyword
search or pre-defined
highlighting of trigger words to
quickly located important
topics and information
• Storage of transcripts within
Voicea Cloud
• APIs for easy integration into
third party applications
Simplified
Platform
Cisco Smart Licensing for CCX/E
Transport
Gateway
Cisco Smart
or via HTTP Proxy

Direct cloud access
Software Manager
Redesigned innovative licensing

CC Setup
• Unified licensing model across all Cisco products,
designed with the customer in mind
Offline
• Allows customers to know what they have
purchased and what’s being used in real time
Monthly
Inventory
• Products are registered to the Virtual Account and Update CSSM Portal
on-premises satellite
checked for compliance
Access through
Cisco Software Usage
• Licenses are not tied to a product instance/node Device Name Usage

Cisco UCM
CER
• There are no PAK/license files on the product, Manage UxCN
Smart Software Licenses
making activation simpler and quicker Manager Router
Gateway
CCX
Specific License Reservation(SLR) 12.5SU1
Specific License Reservation (SLR) is a functionality that enables you to deploy a software license
on a device without communicating usage information to Cisco. This functionality is especially
used in highly secure networks, and it is supported on platforms that have Smart Licensing
enabled.
1 CLI commands to enable/disable SLR 2 CLI commands to enable SLR 3 SLR mode is enabled 4 Generate Reservation Request Code
Use the CLI command for install with authorization 7 Generate Authorization Code 6 Reserve the licenses Use request code on SA/VA at
8 code to operate UCCX system in SLR mode 5 software.cisco.com
Note: Please refer to UCCX features guide document for detailed descriptions on SLR functionalities
CCX
12.5SU1
Overage Allowance Feature

Problem Statement: Smart Licensing
by default enables over-
consumption of the licenses
resulting into system entering Out-
of-compliance state and eventually
Enforcement when system over-
consumes the licenses
Solution: Provide a mechanism for
the user to disable over-consumption
of the licenses and manually set
upper limit for license consumption
Finesse Desktop
Enhanced Agent, Supervisor, and Dev UX
• Shortcut keys for Agents & Supervisors

• Drag/Drop & Resize Desktop Gadgets
• Update interaction variable during call
• Agent Statistics Live Data Report (UCCE)
• Supervisors can schedule auto
add/removal of agents to queues
(UCCX)
• Make call from Ready via API (UCCE)
• Enhanced layout configuration UX for
Finesse Admin
CCX
Finesse Agent Device Selection
12.5SU1
• Agent can see the list of devices, select

one of them as active device during
Finesse sign-in
• Device selection disabled when only one
device configured
• To switch between devices, sign-out and
sign-in into Finesse
• Available for Agents and Supervisors
CCX
Finesse Multi-Tab Gadgets
12.5SU1
• Access multiple gadgets via tabs within a

single gadget called Multi-Tab gadget
• Multi-Tab gadget allows rendering more
gadgets in a single desktop view, thus
presenting more information in a concise and
readily accessible manner
• Gadget tabs can be re-arranged within Multi-
Tab gadget
• Call Control gadget can be hosted as a tab
within Multi-Tab gadget
• Height of gadgets within Multi-Tab gadget
can configured as dynamically adjusting or
always maximized view
• Available for Agents and Supervisors
P/CCE
Outbound Scale
Increased 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
Platform and Security
• Migrate to VOS 12.5 (CentOS 7.4)
Platform • Windows Server 2016 and MSSQL 2017
supported from 12.0
• SRTP and Secure JTAPI (CCX)

• Security Readiness Criteria
– All Cisco offerings to meet security
Security requirements known as Security Readiness
Criteria (SRC).
– 31 requirements cover various aspects of
security
Health
Tool to check system readiness for
Check (CCX) upgrade
CCX
12.5SU1
OAuth 2.0 Support for Gmail

Problem Statement: Google is planning to
remove support for basic authentication for
Gmail soon
Solution: 12.5 SU1 introduces support for
OAuth 2.0 and retains an option to use basic
authentication
OAuth offers better security than basic auth.
Hence, it makes sense to create oAuth based
authentication for all the mail servers
supported
Cisco Contact Center Leadership
3m+ 36k
Contact Center Contact Center
Agents Customers
Leader Award
Aragon’s Globe for Contact Center Technology
Intelligent Contact Award
Center
Contact
Center
Contact Center Market Share #1 NA 95%
Market Share #2 Globally $2.5B
Of Fortune 500Pull through business
Businesses use Webex
Why Cisco?
Cognitive, Cloud
Consistent Experience Connected
• Delivers seamless omnichannel customer experiences • Incorporates new acquisitions via cloud services available
empowered by A.I. to all Cisco Contact Center Platforms
• Creates personalized, intelligent, and secure customer • Flex licensing allows customers to move to cloud at their
journeys own pace
Simplified Platform
Platform Security
• Flex Licensing and Smart Licensing used across all Cisco • Industry leading security developed into all aspects of
products for easier management and purchasing the contact center portfolio
• Agents and supervisor's desktop designed to increase • Cisco ensures all products meet the rigorous standards
efficiency and productivity of the Security Readiness Criteria
Appendix
Contact Center Express
Trends and Portfolio Focus
• On-premises solution for up to 400 concurrent agents

• Intuitive desktop for agents and supervisors to enhance
efficiency
• Integrated self-service, outbound, email, web chat and
reporting
• Industry leading robust, secure solution with high
availability
• Quality management and Workforce management
solutions
• Tightly integrated with Cisco Unified
Communications Manager
www.cisco.com/go/uccx
Contact Center Enterprise
Industry leading customer care
• Highly scalable, omni-channel, on-premises contact center

solution capable of handling up to 24k concurrent agents
• Enterprise-grade redundancy supporting centralized,
distributed as well as geographic high availability
• Distributed architecture that supports multiple groups of
agents spread across geographies
• Intelligent routing to the most appropriate resource based
on real-time conditions, business rules, and agent attributes
• Industry-leading reliability, security and flexibility
• Highly extensible with open interfaces for 3rd party
integrations and customizations
www.cisco.com/go/ucce
Packaged Contact Center
Enterprise
Pre-packaged customer care solution
• Packaged on-premises omni-channel contact center

solution for up to 12k concurrent agents
• Call control via Cisco® Unified Communications
Manager
• Unified Administration for simple configuration and
management, including:
– Self-service via Cisco Unified Customer Voice Portal® and
Virtual Voice Browser®
– Reporting (Cisco Unified Intelligence Center®)
– Extensible architecture allowing pluggable 3rd party S+
admin integrations
www.cisco.com/go/pcce
• Optional migration to full CCE deployment
Hosted Collaboration Solution for contact center
Enterprise-class cloud solution
Features Benefits
• Combines CCE and CVP functionality • Software-as-a-Service (SaaS)-based delivery for

• Cisco Finesse® desktop simplified management, updates
• Email and chat • Faster deployment of advanced contact

center capabilities
• Outbound
• Avoid large capital expenses; pay only for what you
• Recording use
• Cisco® UIC Premium reporting • Highly scalable
• Up to 24k agents per instance • Your service provider manages the solution
• Virtualized Voice Browser or Integrated Services so you can concentrate on strategic
Router (ISR) based IOS VB business initiatives
Cisco Unified Customer Voice Portal Caller
Network based self-service and queuing

ASR/TTS
(optional)
• IP-based self-service and call routing
• Queuing and self-service occur on voice gateways Calls treated
V locally
• Open-standards support for speech (ASR/TTS)
• Standalone self-service, or integrated with a contact center
Branch location/POP
• Eclipse-based service creation allowing highly customized
development environment
• End to End PII data security
• Management and control are centralized and simplified
CVP Agent
Cisco Finesse Desktop • Centralized, browser-based agent desktop
• Web gadget container
Revolutionizing the agent
All applications that agents Customizable layouts –
& supervisor experience need (Cisco® or third party) users can resize and
are contained within Cisco drag and drop gadgets
Finesse®
• Workflow for voice and digital channels

• Developer-friendly web API allows
customization
• Desktop chat for 1:1 chat between agent
to agent, supervisor to agent, and agent
to subject matter expert
• Shortcut keys for agent and supervisor
• Team Message broadcast from
supervisors to agents
Cisco Unified Intelligence Center
Simplifying the reporting experience
• Highly intuitive and simple browser-based reporting
solution focused on delivering operational metrics across
every channel
• Wizard to create historical, real-time,

and live data reports and report
definitions
• Extensive set of pre-defined reports and

Finesse Desktop gadgets
• Designed to compliment Cisco Journey

Analyzer Business Insights reporting
• Support for digital signage/large-screen

displays
360o Cognitive intelligence
Business
Administration insights and
Outreach
Intelligence
throughout
Agent
Self-service
assistance
Treatments
P/CCE
Customer Virtual Assistant
SELF SERVICE
TLS SIP GRPC / HTTPS
Customer Cloud-based Speech &

CVP, VVB
NLP (Dialogflow)
Escalate to Agent
Use Case #1
Business logic, intent handling • Flexible: Mix speech or DTMF
done on partner Cloud • Investment protection
• Choice of vendors
Use Case #2 • Omni-channel
Business logic, intent • Secure
handling done on CVP
© 2021 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Agent on CCE
Empowers contact center staff with real-time
visibility of customer sentiment/feedback
The business value

of combining
contact center with Enjoy a 360-degree view of the customer journey
before, during and after the contact center
customer interaction
experience
management
Create predictive and proactive customer
experiences that drive loyalty and improve
lifetime value
Webex Experience Management • View history of previous customer
agent gadget engagements during an incoming contact
within Finesse Desktop
• CSAT, NPS, and other key metrics can be
seen from the customer surveys, helping
Customer Experience Journey agents handle the customer
Simplified software activation
Today's Experience
Customer or partner places Customer Enters Customer Receives or Customer Stores Records of
1 2 PAK for Each License
3 4
order (9Tools) Downloads and Installs Devices, Software, Licenses
Software (2of 5 Tools) (No Tool)
Customer
Customer Manages 5 Uses Software
6 Software (10 Tools) Customer System
• Routers
• Switches
• Video
• Unified Communications
Tomorrow's Experience
Customer or partner 2 Customer Activates and

1
places order in Cisco® Cisco System
License Uses Software
Automated Service
Commerce
Entitlement
Customer System
• Routers
3 Customer Manages • Switches
• Video
Licenses
Automated • Unified Communications
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Cisco Contact Center

Cisco Contact Center Portfolio

Cognitive and Consistent

Employee Experience Customer Experience Cloud Transformation

Cloud Cognitive Simplified

Contact Center Webex Contact Center

Cisco Webex Workforce Optimization

UPGRADED UX TRADE-IN VALUE THE CLOUD

• Don’t forget the value

50+ Enhancements in Cisco Webex WFO

• New functionality • Redesigned UI and • Schedule optimizer • New application not

“Just speak”: Single Flattened tree – Improved Customer voice

Voice of Customer surveys and dashboards

• Both real-time & call summary

or via HTTP Proxy

Redesigned innovative licensing

• Licenses are not tied to a product instance/node Device Name Usage

Overage Allowance Feature

Enhanced Agent, Supervisor, and Dev UX

• Shortcut keys for Agents & Supervisors

• Agent can see the list of devices, select

• Access multiple gadgets via tabs within a

60 CPS per dialer

• SRTP and Secure JTAPI (CCX)

OAuth 2.0 Support for Gmail

• On-premises solution for up to 400 concurrent agents

• Highly scalable, omni-channel, on-premises contact center

• Packaged on-premises omni-channel contact center

• Combines CCE and CVP functionality • Software-as-a-Service (SaaS)-based delivery for

• Email and chat • Faster deployment of advanced contact

Network based self-service and queuing

• Workflow for voice and digital channels

• Wizard to create historical, real-time,

• Extensive set of pre-defined reports and

• Designed to compliment Cisco Journey

• Support for digital signage/large-screen

TLS SIP GRPC / HTTPS

Customer Cloud-based Speech &

The business value

Customer or partner 2 Customer Activates and

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