Beruflich Dokumente
Kultur Dokumente
Portfolio Update
Tod Famous
Willem Evert Nijenhuis
October, 2014
Portfolio Strategy
Cisco Confidential
Unified
Communications
Customer
Collaboration
Conferencing
Collaboration
Endpoints
Cisco Confidential
User Experience
Quality
Omnichannel
Cloud
Cisco Confidential
User Experience
Cisco Confidential
Cisco Confidential
Workforce Optimization
Cisco Confidential
Reporting
Cisco Confidential
Administration
Cisco Confidential
Hardware+Software
Cisco Confidential
10
Quality
Cisco Confidential
11
Cisco Confidential
12
Omnichannel
Cisco Confidential
13
EMAIL,
WEB, CHAT
MOBILE
CUSTOM
SOLUTIONS
Cisco Confidential
14
Home
Public
Retail
Branch
Space
Standard
Advanced
Basic
Kiosk
Consumer
Immersive
Cisco Confidential
15
Capture User
Context (Profile, Online
Activity)
Voice or Video
Chat with
Movable Window
Content Push
(Docs, Links, Videos, Apps,
Visual IVR)
Cisco Confidential
16
Cloud
Cisco Confidential
17
http://www.telespace.com
2013-2014 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
18
http://www.cameosolutions.com
Cisco Confidential
19
http://www.cdw.com
Cisco Confidential
20
http://eloyalty.com
Cisco Confidential
21
Cisco Confidential
22
Cloud Fusion
Cisco
Collaboration Services
Unified Communications
Conferencing
Contact Center
Network
Cisco Confidential
23
Intercloud
Cisco Confidential
24
Portfolio Highlights
Cisco Confidential
25
Full-Featured,
Small
Footprint
Packaged CCE
Hosted
Collaboration
Solution for
Contact Center
(HCS-CC)
20-12k seats
Easily
Deployed
Contact
Center
Cisco Confidential
26
Cisco Confidential
27
UCSS
ESW
Product
Service
Cisco Confidential
28
SWSS
Cisco Confidential
29
One service level provides both TAC support and access to future
upgrades
Required
Support
Cisco Software Support Service required for at least one year for
applicable software products
Simple
Pricing
End of Sale
Cisco Software Support Service priced at 16% of product list for all
contact center*
Existing UCSS and ESW contract will remain valid until they expire. No
new UCSS or ESW will be sold, customers will renew to SWSS upon
UCSS/ESW renewal
Cisco Confidential
30
Collaboration Promotion
Cisco Confidential
31
Upgrade
Existing
Customers:
Premises or
Cloud
Competitive
Displacement
Growth in the
Midmarket
Video
Everywhere
Upgrade to
Version 10.x
or to an HCS
Solution
Choose From
Qualifying
Competitors
Selling BE6000
and <1,000
Users
Minimum $50K
List From
Qualified
Products
Cisco Confidential
32
Phones
TP endpoints
UCL
UC Gateways
CUWL
CUSP and CUBE
license
TP infrastructure
BE6000/BE7000
WebEx, including
CMR
Contact Center
Details applicable to US
Cisco Confidential
33
Portfolio-wide Platform
Consistency
Cisco Confidential
34
Phones, Jabber
Anti-virus
Cisco Confidential
35
Cisco Confidential
36
Cisco Confidential
37
Finesse Desktop
Localization (18
languages)
Blended Outbound
Multi-session Web Chat
User Experience
Simple to Deploy
Live Data reporting
Extend Value
CRM Connectors
Quality Management
Workforce Management
Integrated recording
with MediaSense
IPv6
2014 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
38
Outbound
Finesse Gadget
Blended mode
Outbound reports
Cisco Confidential
39
Finesse Gadgets
Multi-Session
Pre-defined Response
Audible Alert
Agent Alias
Download transcript by
customer
Cisco Confidential
40
Export
Save-As MP4 or WAV
Archive to off-node storage
Cisco Confidential
41
CRM Connectors
CRM connectors from B+S with
Finesse
Salesforce.com
42
Cisco Confidential
42
Workforce Optimization
10.5
Quality Management
Finesse Gadgets for recording
controls
Live Screen and voice
monitoring
Eliminate Java Dependency
Workforce Management
Multi-Channel Forecasting
Cisco Confidential
43
Cisco Confidential
44
Attachments
Predefined responses
Cisco Confidential
45
Audio only
Mobile
Cisco Confidential
46
Cisco Confidential
47
Cisco Confidential
48
Next Priorities
Omnichannel
Agent Email
enhancements
Social Media routing
User Experience
Single Sign On
Finesse IP Phone Agent
CAD removal
Extend Value
Dynamic Scheduling
with WFM
VXML enhancements
Cisco Confidential
49
Cisco Confidential
50
Customer
Customer
Voice
Portal
Voice Portal
Inbound &
Inbound &
Outbound
Outbound
voice/video
voice/video
E-Mail
E-Mail
Interaction
Interaction
Manager
Manager
Web
Web
Interaction
Interaction
Manager
Manager
Customer
Customer
Collaboration
Collaboration
Platform
Platform
Intelligence Center
MediaSense
Scale
Customization
Distributed
Resilient
Cisco Confidential
51
51
Cisco Confidential
52
Individual customer
Frequent caller
30-days late
Claims question
Senior Agent
Boston branch
Claims expert
HSA expert
Spanish speaker
Florida resident
Wants to open account
Higher
Higher Agent
Agent Productivity
Productivity
More
More Control
Control and
and Visibility
Visibility of
of
Business
Business Outcomes
Outcomes
New hire
Florida branch
Benefits
Offshore agent
Claims expert
Collections
Contact Center
2014 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
53
Business Value
Cisco Confidential
54
Video Queue/Prompt/Hold
Cisco Confidential
55
Cisco Confidential
56
Provisioning
Simplified
deployment
and configuration
Analytics
Long term
trending
and analytics
Assurance
Continuous
monitoring and
diagnostics
Cisco Confidential
57
Cisco Confidential
58
EA Suite for
Customer
Collaborati
on
Cisco Confidential
59
Cisco Confidential
60
Cisco Confidential
61
Real Time
Live Data
Extensible
Big Data
Horizontal Scale
Analytics
Cisco Confidential
62
UCCE
UCCE 2
2
CUIC
Finesse
PG
Enterprise
Applications
Real Time
Subsystem
Central
Controller
AW/HDS/DDS
Enterprise
Enterprise Application
Application examples:
examples:
Spreading
Spreading load
load across
across multiple
multiple CCE
CCE
Multivendor
Multivendor integration
integration
Third
Third party
party dashboards
dashboards
Workforce
Workforce mngr
mngr reassignment
reassignment
Workflow
Workflow triggers
triggers
UCCE
UCCE 1
1
CUIC
Finesse
PG
Real Time
Subsystem
Central
Controller
AW/HDS/DDS
Cisco Confidential
63
63
Cisco Confidential
64
Contact Sharing
Intelligent Contact
Distribution over multiple
CCE systems
Contact
Sharing
Decentralized queuing
UCCE 1
2014 Cisco and/or its affiliates. All rights reserved.
UCCE 2
Cisco Confidential
65
Cisco Confidential
66
Customer
Experience
Analytics
2014 Cisco and/or its affiliates. All rights reserved.
Operational
Efficiency
Analytics
Real-time
Recommendations
Cisco Confidential
67
Cisco Confidential
68
Sophisticated features:
reporting, analytics, call
routing, etc.
Rich set of interfaces for
application integration
Highly scalable
Distributed Queuing
Exclusively deployed as fault
tolerant
Multivendor interoperability
2014 Cisco and/or its affiliates. All rights reserved.
Packaged CCE
Pre-packaged
contact center
solution
Predesigned, Presized
Single box
deployment
(two for
redundancy)
Up to 1000 Agents
Bounded, Intelligent
Easy to Manage
Easy to Maintain
Cisco Confidential
69
Global Acceptance
Well-balanced globally;
nicely in line with regional
TAM
Over-forecast performance
in APJC and EMEAR
Cisco Confidential
70
Packaged Deployment
Up to 1000 agents on
Cisco UCS Server/Blade
Call Routing (CCE)
Integrated Outbound
Reporting (IC)
Desktop (Finesse)
Self-Service (CVP)
Call Control (CM)
Options Available
Multichannel
12,000
agents
ICM
Social Media
Speech
Recording
Migration
TDM
VIM
RSM
Video
2014 Cisco and/or its affiliates. All rights reserved.
Unified CCE
Deployment
Etc.
Cisco Confidential
71
Whats New
in Packaged
CCE
Serviceability: System
Inventory, Server Status and
Notification
UCS-B series (blades) Support
Video Support (Oct 2014)
Scale improvements
One Click Log Collection
Faster and simpified Installation
Cisco Confidential
72
deployment with
details
Periodic auto health
checks and
notifications
Shortcut to other UIs
Detailed product
version in tooltip
Cisco Confidential
73
Inventory data
Single click to collect
the background
Caches last three logs
Cisco Confidential
74
System health
alerts always visible
Multi-actions
Summary pages
show key information
Advanced Search
Clickable rows
Easy access
to actions
Cisco Confidential
75
Cisco Confidential
76
installation and
configuration of CCE,
CVP, CUIC and
Finesse components
Faster solution install
Simplified workflow
Simplified
documentation
Reduced deployment
cost
2014 Cisco and/or its affiliates. All rights reserved.
77
Cisco Confidential
78
Callers
Routing
Self Service
Management
Voice Gateways
Call termination
VXML browser
Core
Foundation
2014 Cisco and/or its affiliates. All rights reserved.
Reporting
J2EE/J2SE Application Server
Unified CCE
Intelligent call
routing
Agent monitoring
Queuing control
79
Cisco Confidential
80
Eclipse upgrade
Cisco Confidential
81
Single port
Reporting Server
Standard
Premium
Port
Redundant Port
$750
$188
UCSS at 8.8%
ESW at 13%
No UCSS
ESW at 13%
$640
$160
UCSS at 10.3%
ESW at 13%
No UCSS
ESW at 13%
$10,000
$20,000
Cisco Confidential
82
1 Port +
1 Redundant Port +
Premium Reporting Server
CVP Port
$900
Cisco Confidential
83
Migration
No Changes to
CVP Studio
CVP Server licenses
Call Director licenses
No Changes in HCS and PCCE (already provide bundled redundant
ports)
Cisco Confidential
84
Cisco Confidential
85
Cisco Confidential
86
Finesse
Cisco Confidential
87
Cisco Finesse
Revolutionizing the Contact Center Agent Experience
Browser-based agent desktop for
Cisco Confidential
88
88
Cisco Confidential
89
Side-by-Side Gadgets
Each Finesse tab can
have a different
number of columns
Maximize Gadgets
Individual Gadgets
can be maximized
and then restored
Cisco Confidential
90
Multi-Line
Extension Mobility
Outbound Option Callbacks
Optional Wrap-Up Codes
Queue Statistics Gadget for
Agents
Supervisor Ability to make
agents Not-Ready
Reason Codes in Team
Performance Gadget
Cumulative Call and Agents
State Timers
Cisco Confidential
91
9.1(1)
9.1(1)
ES1-5
ES1-5
9.1(1)
9.1(1)
SU1
SU1
10.0(1)
10.0(1)
10.0(1)
10.0(1)
SU1
SU1
10.5(1)
10.5(1)
Cisco Confidential
92
Cisco Confidential
93
Accessibility
IP Phone Agent
Cisco Confidential
94
Desktop Migration
Cisco Confidential
95
Finesse
CTI-OS
Cisco Confidential
96
Finesse
CTI-OS
CAD
Cisco Confidential
97
EOL process with initiate in January 2015 for both CCE & CCX
CCX
CCE
Cisco Confidential
98
Event
Jan 2015
July 2015
End of Sale
+12 months
July 2016
End of SW Maintenance
+24 months
July 2018
+6 months
Cisco Confidential
99
MediaSense
Cisco Confidential
100
Advanced archiving
Media encryption
Live Monitoring
Live Monitoring
Native High-Availability
G.711, G.729, G.722, AAC, H.264
VOS, Specs-Based VM
Speech analytics
Interaction analytics
Real-time privacy control
On-demand recording
Quality Management
Screen recording
Agent grading
Agent coaching and training
Selective recording via CTI
Multi-site content management
User & identity management
Roles-based access controls
MediaSense
Partner Applications
Cisco Confidential
101
Screen recording
HTML5 playback
Archive Search
Cisco Confidential
102
Portfolio Summary
Cisco Confidential
103
Full-Featured,
Small
Footprint
Packaged CCE
Hosted
Collaboration
Solution for
Contact Center
(HCS-CC)
20-12k seats
Easily
Deployed
Contact
Center
Cisco Confidential
104
User Experience
Quality
Omnichannel
Cloud
Cisco Confidential
105
Thank you.