Cisco Customer Connection Program

Cisco HCS for Contact Center and

MediaSense

Denise Brittin, Manager, Portfolio Communities & Customer Connection Program

Adam Mermel, Product Manager
Anil Verma Product Manager

July 9, 2015

You Know the Drill

Q&A Panel
During Presentation

Interactive Q&A
After Presentation
Click

in Participants Panel

Complete briefing evaluation

Replay, slides, Q&A, and follow-up in private CCP community
http://www.cisco.com/go/myccp

Disclaimer and Confidentiality Notice

Some of the Cisco products and features described herein remain in varying stages of
development and will be offered on a when-and-if-available basis. These items are
subject to change at the sole discretion of Cisco, and Cisco will have no liability for
delay in the delivery or failure to deliver any of the products or features set forth in this
document.
Consult your local Cisco business contact for information on the products or services
available in your area. You can find additional information via Ciscos World Wide Web
server at http://www.cisco.com. Actual performance and environmental costs of Cisco
products will vary depending on individual customer configurations and conditions.

***This material is being shared with Customer Connection Program members under
Non-Disclosure Agreements (NDA). No information from this webinar is to be copied
and reused in any mechanical or electronic form.

Whats Happening in the CCP

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Whats Happening in the CCP

Early Adopter Trials

Cisco Jabber Guest 10.6

Only the Jabber Guest 10.6 for Android client until end of July
Jabber SDK for Web Voice & Video 11.0
First software drop posted yesterday (July 8)
Cisco WebEx WBS30
Opening this week for current WebEx customers
Cisco Spark Meet with WebEx WBS30
Opening this week for new WebEx customers

Learn more and register: click the Trials tab in the private CCP community: www.cisco.com/go/myccp

Whats Happening in the CCP

July 2015 Briefing Series
Date

Topic

July 16

Release 11.0: Prime Collaboration

Update

July 23

Expressway Series Roadmap

July 30

Cisco Collaboration Desktop Endpoints

Update: IP Phones and DX Series

Learn more and register: click the Briefings tab in the private CCP community: www.cisco.com/go/myccp

Speakers

Adam Mermel

Anil Verma

Product Manager

Product Manager

Q&A Managers
Bonnie Ho, Marketing Manager
Josh Paulson, Engineer
Ken Rehor, Product Manager

Cisco Hosted Collaboration

Solution for Contact Center
10.6
Adam Mermel, Product Manager
July 9, 2015

Agenda
1. Business Opportunities
2. Hosted Collaboration Solution (HCS) for Contact
Center Overview
3. Service Management

4. Roadmap
5. HCS and Unified Contact Center Express (CCX)
6. Summary

Business Opportunities

Opportunities for Partners

1.1
0.9

CCaaS Revenue

$1,200

0.8

$400

0.5

$700

$854

$1,006

Game changing profitability

Improve Productivity

0.7
$800

1.2

Millions

$1,600

$1.17 B CCaaS Market by 2017

18.8% CAGR on CCaaS Revenue

$1,174

0.4

CCaaS Agents

Millions

Increase Profitability

Streamline operations with complete

management system

Build Customer Relationships

Expanded customer relationships and
seen as the trusted advisor

$0

0.0
2014

2015
Revenue

2016

2017

Agents

Sources: Gartner, DMG, 2015

Outpace Your Competition

Ability to monetize the cloud through
differentiated, value add applications

Cloud is Here!
25.1%

Global CCaaS agent

seat CAGR

18.8%

Global CCaaS agent

revenue CAGR

1.1%

Global contact center agent

revenue CAGR

CAGR from 2014 to 2017

Sources: Gartner, DMG, 2015

CCaaS is taking
market share from
on-premise platforms

Businesses must
participate in cloud
delivery or risk losing
market share

Hosted Collaboration
Solution for Contact Center
Overview

Cisco Hosted Collaboration Solution Portfolio

Unified
Communications

Collaboration
Applications

Customer
Collaboration
(Contact Center)

Telepresence

Key Contact Center Features and Capabilities

Agent and Supervisor
CTIOS or Finesse

Solution
Recording (MediaSense)

desktop
Outbound

support*
CUCM-based Silent

Monitoring

Multi-Channel (EIM/WIM)

support

Enhanced Service

Assurance*

Small HW footprint*

Agent Greeting

Customer partitioning*

Whisper Announcement

Silent Monitoring

Remote or Call Manager

based

CUIC Premium Reporting

Economical model for up to

500 agents
Enables multiple customers
to reside in one instance

IVR / Carrier
Integration

Third-Party Integration
Recording

Queuing

Wallboards

Self-Service

Workforce Management

ASR/TTS

Database Integration

Report Server

CRM Integration

DTMF
Carrier Integration

G.711 ulaw
G.711 alaw (native)
G.729a Codec

Remote CVP support*

Cisco Unified SIP Proxy

support*

Mobile Agent

Centralized dial plan

Health monitoring via server

group

Avaya PG Support*

* New features introduced in 10.x releases

Leverage preconfigured and

pre-tested
deployment
models for
optimal pricing
and performance.

Small Contact Center

for up to 500 Agents
500 Agent Model
1000 Agent Model

4000 Agent Model

12000 Agent Model

500 and 1000 Seat High Level Topology

Contact Center Side A
Unified CCE
Call Server
Side A

Unified CCE
Data Server
Side A

Router, PG,
CG, CTIOS

Logger, AW

Unified CVP
Server 1A

Unified CVP
Server 2A

Call Server,
VXML Server,
Media Server
Unified
Intelligence
Center
Publisher

Call Server,
VXML Server,
Media Server

Private
Network

Highly
Available
Public
Network

Finesse
Primary

Unified
Communications
Manager
Publisher

Unified
Communications
Manager
Subscriber 1

Unified CVP
Reporting

Options

Features/options
available on core server

Contact Center Side B

Unified CCE
Call Server
Side B

Unified CCE
Data Server
Side B

Router, PG,
CG, CTIOS

Logger, AW

Unified CVP
Server 1B

Unified CVP
Server 2B

Call Server,
VXML Server,
Media Server

Call Server,
VXML Server,
Media Server

Unified
Intelligence
Center
Subscriber

Finesse
Secondary

Only required for the

1000-agent
deployment model

Unified CVP
OAMP

Core component
integrated options

Options

Optional Cisco
components

Whisper
Announcement

Database
Integration

Agent
Greeting

Outbound
Dialer

Mobile
Agent

Post Call
Survey

Local Trunk

Precision
Routing

Features/options
requiring setup on
separate hardware

Unified
Communications
Manager
Subscriber 2

All are ISR G2

(VXML, DSP)
Ingress
Gateways

Courtesy
Callback

AW / HDS / DDS

Speech

Span-based
Monitoring

Recording

Unified WIM
and EIM

Wallboard

Remote Silent
Monitoring

Workforce
Management

MediaSense

Unified SIP
Proxy

Optional thirdparty components

Referenced model

High Density B200

M4 (UCS-UCB200M4) blade is
easy to deploy
Supports Tested

Reference
Configuration (TRC)
and spec based
hardware

4000 Seat High Level Topology*

Contact Center Side A
Rogger
Side A

VRU PG
Side A

Agent PG
1A

B
l
a
d
e

AW / HDS /
DDS-1
CVP
Server 1

A
1

CVP
Server 5

Agent PG
2A

CVP
Server 2

CVP
Server 7

UCM
Publisher 3

Finesse
Publisher 1

UCM-TFTP/MOH
Subscriber 1

CVP Reporting
Server 1

UCM
Subscriber 7
Finesse
Publisher 2

CUIC
Subscriber 1

CVP
Server 9
A
3

Agent PG
1B

CVP
Server 3

UCM
Publisher 1
A
2

Private
Network

AW / HDS /
DDS-3

CUIC
Publisher

UCM
Subscriber 5

Rogger
Side B

AW / HDS /
DDS-2

UCM
Publisher

CVP
Server 13

Contact Center Side B

Highly
Available
Public
Network

All are ISR G2

(VXML, DSP)
Ingress
Gateways

CVP
Server 6

B
l
a
d
e
B
1

VRU PG
Side B

Courtesy
Callback

Whisper
Announcement

Agent PG
2B

Database
Integration

Agent
Greeting

AW / HDS /
DDS-4

Outbound
Dialer

Mobile
Agent

CVP
Server 4

Post Call
Survey

Local Trunk

CVP
Server 8

Precision
Routing

CVP
OAMP

CUIC
Subscriber 2

UCM
Subscriber 2

UCM
Subscriber 4

UCM
Subscriber 6
Finesse
Subscriber 1

B
2

UCM-TFTP/MOH
Subscriber 2

CVP
Server 11

CVP
Server 10

CVP
Server 15

CVP
Server 14
CVP Reporting
Server 2

B
3

Features/options
available on core server

Features/options
requiring setup on
separate hardware

UCM
Subscriber 8

AW / HDS / DDS

Speech

Finesse
Subscriber 2

Span-based
Monitoring

Recording

CUIC
Subscriber 1

Unified WIM
and EIM

Wallboard

CVP
Server 12

Remote Silent
Monitoring

Workforce
Management

CVP
Server 16

MediaSense

Unified SIP
Proxy

Core component
integrated options

* Recommended and tested with B200 M4 (UCS-UC-B200M4) Blade

Optional Cisco
components

Consistent with 500

and 1000 agent

deployment models
Courtesy Callback

and CVP Reporting

available with
optional fourth pair
of blades
Optional third pair

of blades is also
needed when sum
of agent and IVR
calls exceed 3600
Optional thirdparty components

12000 Seat High Level Topology*

Contact Center Side A
Blade A1
UCCE
Logger A

UCCE
Router A

CUIC
Publisher

CVP Reporting
Server A

Blade A2
UCCE
HDS-DDS A

CCE
AW-HDS 1 A

CCE
AW-HDS 2 A

CUIC
Subscriber 2

CUIC
Subscriber 4

Blade B1
CCE
AW-HDS 3 A

UCCE
Logger B

UCCE
Router B

CUIC
Subscriber 1

CVP Reporting
Server B

Blade A4

Blade A3
CVP
Server 1 A

CVP
Server 2 A

Finesse 1
Primary

CVP
Server 3 A

CVP
Server 4 A

UCM 1
Publisher

UCM 1
Subscriber 1 A

UCM 1
Subscriber 2 A

CVP
Server 5 A

UCM 1
Subscriber 3 A

UCM 1
Subscriber 4 A

Blade A5

Blade A6
CVP
Server 9 A

CVP
Server 10 A

UCM 2
Subscriber 1 A

UCM 2
Subscriber 2 A

CVP
Server 6 A

CVP
Server 7 A

UCM 2
Publisher

CVP
Server 8 A

UCCE
Agent PG 2 A

UCCE
VRU PG 1 A

UCM 2
TFTP-MOH A

Blade A7

Private
Network

Precision
Routing

Mobile
Agent

CUIC
Subscriber 5

Database
Integration

Whisper
Announcement

Local
Trunk

Blade B4

Outbound
Dialer

Agent
Greeting

Post Call
Survey

CCE
AW-HDS 2 B

CUIC
Subscriber 3

CCE
AW-HDS 3 B

UCCE
Agent PG 1 B

CVP
Server 1 B

CVP
Server 2 B

Finesse 1
Secondary

CVP
Server 3 B

CVP
Server 4 B

CVP
OAMP

UCM 1
Subscriber 1 B

UCM 1
Subscriber 2 B

CVP
Server 5 B

UCM 1
Subscriber 3 B

UCM 1
Subscriber 4 B

UCCE
Agent PG 3 B

Blade B6
CVP
Server 9 B

CVP
Server 10 B

UCM 2
Subscriber 1 B

UCM 2
Subscriber 2 B

UCM 2
TFTP-MOH B

Blade B5

Highly
Available
Public
Network

Courtesy
Callback

CCE
AW-HDS 1 B

UCM 1
TFTP-MOH B

UCCE
Agent PG 3 A

Finesse 2
Primary

Blade B2
UCCE
HDS-DDS B

Blade B3

UCCE
Agent PG 1 A

UCM 1
TFTP-MOH A

Features/options
available on core
server

Contact Center Side B

Finesse 2
Secondary

CVP
Server 6 B

CVP
Server 7 B

CVP
Server 8 B

UCCE
Agent PG 2 B

UCCE
VRU PG 1 B

Blade A8

Blade B7

CVP
Server 12 A

Finesse 4
Primary

CVP
Server 14 A

CVP
Server 15 A

Finesse 3
Secondary

CVP
Server 11 B

CVP
Server 12 B

Finesse 4
Secondary

CVP
Server 14 B

CVP
Server 15 B

CVP
Server 13 A

UCM 2
Subscriber 3 A

UCM 2
Subscriber 4 A

CVP
Server 16 A

UCCE
Agent PG 4 A

UCCE
VRU PG 2 A

CVP
Server 13 B

UCM 2
Subscriber 3 B

UCM 2
Subscriber 4 B

CVP
Server 16 B

UCCE
Agent PG 4 B

UCCE
VRU PG 2 B

Blade A10

CVP
Server 17 A

CVP
Server 18 A

Finesse 5
Primary

CVP
Server 19 A

CVP
Server 20 A

UCM 3
Publisher

UCM 3
Subscriber 1 A

UCM 3
Subscriber 2 A

CVP
Server 21 A

UCM 3
Subscriber 3 A

UCM 3
Subscriber 4 A

Finesse 6
Primary

CVP
Server 22 A

CVP
Server 24 A

UCCE
Agent PG 6 A

UCM 3
TFTP-MOH A

Unified SIP
Proxy

Wallboard

Speech

Workforce
Management

Recording

Core component
integrated options

Optional Cisco
components

Optional third-party
components

Blade B10

Blade B9

UCCE
Agent PG 5 B

CVP
Server 17 B

CVP
Server 18 B

Finesse 5
Secondary

CVP
Server 19 B

CVP
Server 20 B

UCM 3
Subscriber 1 B

UCM 3
Subscriber 2 B

UCM 3
TFTP-MOH B

CVP
Server 21 B

UCM 3
Subscriber 3 B

UCM 3
Subscriber 4 B

CVP
Server 23 A

Finesse 6
Secondary

CVP
Server 22 B

CVP
Server 23 B

UCCE
VRU PG 3 A

CVP
Server 24 B

UCCE
Agent PG 6 B

UCCE
VRU PG 3 B

All are ISR G2

(VXML, DSP)
Ingress Gateways

MediaSense

Span-based
Monitoring

Remote Silent
Monitoring

Blade B8

CVP
Server 11 A

Blade A9

AW / HDS
/ DDS

Unified WIM and

EIM

Finesse 3
Primary

UCCE
Agent PG 5 A

Features/options
requiring setup on
separate hardware

Blade A11

Blade B11

* Recommended and tested with B200 M4 (UCS-UC-B200M4) Blade

Blade A9-A11 and B9-B11 are

required for the following cases:

Required number of active agents

are greater than 8000

Sum of total calls at agents and

IVR are greater than 14400

Small Contact Center Agent Deployment*

Contact Center Side A
Rogger Side A
AW/HDS/DDS-1

Contact Center Side B

VRU PG Side A
A
1

Private
Network

AW/HDS/DDS-2

Rogger Side B

Features/options
available on core server

VRU PG Side B
B
1

Courtesy
Callback

Whisper
Announcement

Database
Integration

Agent
Greeting

Outbound
Dialer

Mobile
Agent

CUIC Subscriber

Post Call
Survey

Local Trunk

CVP Server 10

Precision
Routing

AW/HDS/DDS-3

AW/HDS/DDS-4

CVP OAMP
CVP Server 1
CVP Server 5

CVP Server 3
A
2

Highly Available
Public Network

CVP Server 7

CVP Server 13
CVP Reporting 1

CVP Server 11
A
3

CVP Server 15

CVP Server 14
All are ISR G2
(VXML, DSP)
Ingress Gateways

Optional

CVP Server 4
B
2

CVP Server 6

CUIC Publisher
CVP Server 9

CVP Server 2

CVP Reporting 2

CVP Server 8

CVP Server 12
B
3

CVP Server 16
Optional

Features/options
requiring setup on
separate hardware

ASA, CUBE-SP (SIP traffic)

Customer Instance Side A Blade 15
Finess
Sub Customer
1
Customer
BladePG
UCMInstanceeSide AAgent
Finess
Sub Customer
Publisher
Primar 1
Side A
Customer
AAgent
Blade
UCMInstancee Side
PG1
y
Finess
Sub
Customer

Sub Customer
1
Publisher
Primar
Side
A
UCM
Agent
e
Agent PG
UCM UCM
yFinesse
Subscribe
PGSide
SideA
Finess
Sub
Customer

Publisher
Primar
Publisher
Primary
r
A PG
UCM
e y
Agent
Finess
Customer
Sub Sub
Customer
10
Publisher
Primar
Side
A
UCM
Agent
e
Agent PG
UCM UCM
yFinesse
Subscribe
PG
Side
Finess
Sub Customer
10 Side A
Publisher
Primar
Publisher
Primary
r
A PG
UCM
e y
Agent
Sub Customer
10 Side A
Publisher
Primar
UCM
Agent
UCM
Finesse
Subscribe y
PG Side
Publisher
Primary
r
A

AW / HDS / DDS

Speech

Span-based
Monitoring

Recording

Economical model for up to

500 agents

500-agent Sub Customer

requires additional UCM
Subscriber and larger sized
Finesse OVA

Utilizes Departmental
capabilities to support multitenant deployments

Dedicated CUCM for each

customer

Sized with CUCM, but not

required

Customer Instance Side B Blade 15

Finess
Sub Customer
1

Customer
BladePG
UCMInstanceeSide BAgent
Private
Network

Highly Available
Public Network

Finess
Sub Customer
Publisher
Primar 1

Side A

Customer
BAgent
Blade
UCMInstancee Side
PG1
y

Finess1
Customer
SubSub
Customer
Publisher
Primar
Side A
Agent
UCMUCM Finesse
PG PG
y e Agent
Finess
Sub
Customer

Publisher
Primar
Subscriber Secondary
SideSide
B A
UCM
e y
Agent PG
Finess
Customer
Sub Sub
Customer
10
Publisher
Primar
Side A
Agent
UCMUCM Finesse
PG PG
y e Agent
Finess
Sub
Customer
Publisher
Primar 10
Subscriber
Secondary
SideSide
B A
UCM
e y
Agent PG
Sub Customer
Publisher
Primar 10 Side A
UCM
Finesse
Agent PG
y
Subscriber Secondary
Side B

Unified WIM
and EIM

Wallboard

Remote Silent
Monitoring

Workforce
Management

MediaSense

Unified SIP
Proxy

Core component
integrated options

Optional Cisco
components

Core system only requires 2

blades per side (3rd optional)

1 blade per side for 10

customers

Optional thirdparty components

Only required for the

SCC 500-agent
deployment model

* Uses Tested Reference Model; Also supports spec-based deployments

Global Deployment

Single contact

center available
world-wide

Centralized data center, global access

Core Data Center
Side A

Remote Data Center

Side B

Side A

Side B
Private
Network

Private
Network

Max
400ms
RTT

Public
Network

Public
Network

Reduced

deployment costs
by eliminating
multiple customer
instances
HCS-UCM can be

Max 200ms
RTT

Max 200ms
RTT

50
Agents

100
Agents

Site 1
VXML
Gateway

PSTN

Site 3

Site 2

Remote

VXML
Gateway

VXML
Gateway

PSTN

e.g. North America

located in a
centralized/remote
data center or
customer premise

PSTN

e.g. APAC

components can be
B-series or C-series

Product Comparison
Feature

HCS for Contact Center

Packaged CCE

CCE SRND

Architecture and Setup

Architecture

Same as UCCE/CVP

Same as UCCE/CVP

UCCE/CVP or UCCE/IPIVR

Deployment Models

Five pre-configured deployment models

supporting up to 12000 agents; Golden
template or spec-based deployments

Pre-configured 1000 agent model; Golden

template based

No pre-configured models

Hardware

B-Series; C-Series for remote sites

C-Series

B- or C-Series

Additional Options

Pre-configured options

Pre-configured options

No pre-configured options

Configuration

CCDM and HCM

Gadget-based CCE Admin; Standard tools

for other products

CCMP or individual tools

Components and Applications

Call Control

HCS based CUCM only

Non-HCS based CUCM

Non-HCS based CUCM

Desktop

Finesse, CTIOS

Finesse, CTIOS

Finesse, CTIOS, CAD

Management

HCS based management

Third-party add-ons

Third-party add-ons

Licensing and Pricing

Licensing

Transferable perpetual licenses sold to

service providers; Large Enterprise for end
users

Perpetual license to end user

Perpetual license to end user

Pricing

Sold to partners based on VLA and

standard HCS discounts

Standard contact center pricing

Standard contact center pricing

Avaya PG Support

Targeted for customers who wish to migrate to HCS for CC

CTIOS only desktop available

Requires HCS CUCM licenses

A2Q required for every deployment using Avaya

Service Management

Prime Collaboration Contact Center Assurance Topology

This Service level View simplifies operations task through real-time visual representation
of Contact Center infrastructure, their availability, their performance and their relationship status

Link Status

Device Status

Device
Performance
I like itit looks realistic, as an engineer this is what I would
draw
Cisco Escalation Team

Im absolutely impressedIm flooredlove the direction that this

is goingfor everything that Ive been doing for the last 8-9 years,
this is beautiful.
Director of Engineering, TeleSpace

Roadmap

Roadmap
HCS-CC 11.0*

Future*

Q4 CY15
Virtualized VoiceXML

browser
11.0 CC feature set
Open Social Gadgets UI for

CCDM
Small Contact Center

Customer Phase II
Shared CUCM support
Optimized hardware
footprint
C-Series Server support for

Router & Logger

Mobile Agent Call by Call

support
* Features are not committed; HCS-CC 11.0 will run with HCS 10.6.x

Single Sign-on
App Gateway Support
3rd party VRU support
Small Contact Center Phase

III
SocialMiner support
Virtualized CUSP support
Optimized 12K deployment

model

HCS and Unified Contact

Center Express (CCX)

Financial comparison of HCS for CC and

Unified CCX
Costs over 3 years

Thousands

40 Agents
$250
$198

CCaaS SCC* costs reduced by 44% vs. CCaaS**

CCaaS SCC* costs reduced by 25% vs. UCCX

Premium

Costs per Agent per month*** for CCaaS SCC,

CCaaS and UCCX Premium based solutions are
$77, $138 and $103 respectively

$200
$35
$149
$150
$111
$100

$64

$36

$35
$74

$50

$64

$100
$39

$0

$12
CCaaS SCC
Infrastructure

* 100 tenants with 40 agents per tenant deployed on SCC for

optimal infrastructure utilization
** 500-agent deployment model
*** Priced for 36 months

CCaaS
Product

UCCX
Maint.

Note: All prices shown are list. SWSS included for three years. HCS tier pricing is at Tier 3. 500-Agent deployment model utilized for CCaaS infrastructure. Does not include
costs related to hiring a system administrator to manage UCCX as an on-premise solution. CCaaS does not require a customer premise based system administrator as it is
maintained by the service provider.

Financial comparison of HCS for CC and

Unified CCX
Costs over 3 years

Thousands

150 Agents
$600
$488

$500

CCaaS SCC* costs reduced by 19% vs. CCaaS**

CCaaS SCC* costs reduced by 12% vs. UCCX

Premium

Costs per Agent per month*** for CCaaS SCC,

CCaaS and UCCX Premium based solutions are
$73, $90 and $83 respectively

$450
$396

$400

$130
$133

$130
$300
$240
$200

$278
$240

$100

** 500-agent deployment model

$118
$0

$39

$26
CCaaS SCC
Infrastructure

CCaaS
Product

* 26 tenants with 150 agents per tenant deployed on SCC for

optimal infrastructure utilization

*** Priced for 36 months

UCCX
Maint.

Note: All prices shown are list. SWSS included for three years. HCS tier pricing is at Tier 3. 500-Agent deployment model utilized for CCaaS infrastructure. Does not
include costs related to hiring a system administrator to manage UCCX as an on-premise solution. CCaaS does not require a customer premise based system
administrator as it is maintained by the service provider.

Financial comparison of HCS for CC and

Unified CCX
Costs over 3 years

Thousands

200 Agents
$700
$600

$621

$587

CCaaS SCC* costs reduced by 16% vs. CCaaS**

CCaaS SCC* costs reduced by 11% vs. UCCX

Premium

Costs per Agent per month*** for CCaaS SCC,

CCaaS and UCCX Premium based solutions are
$73, $86 and $81 respectively

$523
$173

$500

$178
$173

$400
$300
$200

$320
$370
$320

$100

** 500-agent deployment model

$128
$0

$39

$30
CCaaS SCC
Infrastructure

CCaaS
Product

* 20 tenants with 200 agents per tenant deployed on SCC for

optimal infrastructure utilization

*** Priced for 36 months

UCCX
Maint.

Note: All prices shown are list. SWSS included for three years. HCS tier pricing is at Tier 3. 500-Agent deployment model utilized for CCaaS infrastructure. Does not
include costs related to hiring a system administrator to manage UCCX as an on-premise solution. CCaaS does not require a customer premise based system
administrator as it is maintained by the service provider.

Unified CCX and HCS

HCS for Contact Centers Small Contact Center is the recommended
solution for small contact centers
Product investment for small centers integrated with HCS is focused on Small Contact
Center deployment

Unified CCX on the customer

premise or in the cloud are
supported models, connected
to HCS & UCM in the cloud
Please refer to the HCS SRND
and HCS for Contact Center
Installation Guide for more
details and limitations of this
deployment model

The CCX system is owned by

the customer
CCX is to be sold to the
customer by the service
provider or another AUC
partner
Uses normal CCX licensing
and resale contract; CCX is not
included in the HCS licensing

Important Notes:
Certain CCX features are not
available with HCS; Please see
HCS documentation
CCX is not integrated with
HCS for Service Fulfillment
and Service Assurance
There is no roadmap for the
above items

Summary

Key Takeaways
Cloud is here
$1.17 B Contact Center as a Service market opportunity
First full collaboration portfolio in the Cloud
Same Contact Center experience as Enterprise
A key focus and investment for Cisco
Differentiated services provide economic and competitive
advantage

Where to get more information?

Cisco Hosted Collaboration Solution for Contact Center

http://www.cisco.com/go/hcscontactcenter

Cisco Hosted Collaboration Solution

http://www.cisco.com/go/hcs

HCS for Contact Center Partner Community (Private)

https://communities.cisco.com/community/partner/collaboration/contactcenter/hcs_for_
cc

Contact your local account manager or ask-hcs-cc@cisco.com for access

Anil Verma
Cisco MediaSense Product Manager
July 09, 2015

2011 Cisco and/or its affiliates. All rights reserved.

Cisco Confidential

36

What Can Cisco MediaSense Do For You?

Cisco UC

Compliance Recording
(Audio & Video)
Regulations, Business Practices, Security

Video Streaming
Video On Hold, Video In Queue, Video Greetings

Quality Monitoring
Agent Rating, Analytics, Transcriptions

Cisco CC

Cisco MediaSense 11.0

Improved Recording Solutions
Archiving capabilities for long term off box storage
HTML5 Playback of Recordings

Improved Video Experience

Video Auto Attendant with Cisco Unity Connection

Improved Cisco Contact Center Solutions

Agent Data Display and Search with Cisco Finesse
Call Leg Association

www.cisco.com/go/mediasense

Search Archived Recordings

New Tab to
View and
Search
Archives
Search Archived
recordings by
participating
extensions.

View Call Associations

Supervisors can view all legs of the call
Call association available for all three recording topologies:
Built-in-Bridge

CUBE-Dial Peer Forking

New Button to show

associations

Associations
show in a list

CUCM-Network Based

HTML5 Playback of Recordings

Audio recordings playback without any Java downloads
Audio played via the browsers HTML5 capabilities

HTML5 playback
window with
playback controls.

Identify Agents with their Conversation

Recordings
New Finesse Agent Gadget enables Agent tagging of Recordings

Available with UCCE, UCCX and PCCE

Recording can be Searched by Agent ID, Agent Extension or Agent First
and Last names

Agent Information Displayed with Recordings

The CUCM
LineName also
Displayed.

Tags when using Finesse

Workflow recording with
UCCX

Agent ID, First, Last and

Login Names now
available with Recordings.

Search Recordings with Agent Information

Agent Extension

Agent LoginID
Agent First and
Last Name

Enable Video Auto Attendant for Unity

Connection
MediaSense enables the ability to upload
recorded Videos for Greetings
Audio Text Manager(ATM) Tool enhanced to
enable Video uploads for Auto Attendants on
Unity Connection

Changes under the hood

OS upgrade

Upgrade to 64 bit RedHat version 6.2

New libraries include security updates

Troubleshooting Improvements

Better Error Reporting on S&P

Prime Assurance Support
More Performance Counters
Published Key Performance Indicators

Licensing Made Easier

No more Server SKUs

No more Base SKUs.

With the 11.0 release, you buy:

Audio Port Licenses and/or

Video Port Licenses.

Customer has flexibility to setup servers as desired.

High Availability is includes with the Ports.

Cost per port goes up slightly.

Target Features for 11.5

IPv6 End Point Support

Roles and Permissions

SRTP Media Recording

Delete Button on Search and Play GUI

On-Demand Recording for Finesse Agents
Video Messaging with Unity Connection

MediaSense
Recording &
Streaming

Easy
to use
and install

Low TCO
Per-session pricing
Software Appliance

Powerful and Flexible

Audio and HD Video
Recording and Streaming
UC, Contact Center, Remote Expert
Open Platform APIs and Ecosystem

Interactive Q&A
To get in queue: click the

in the Participants panel

Please complete the evaluation survey when you leave the session