Transforming the Contact Center with Cisco Unified Contact

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Agenda § Business Update and Value Proposition (getting wet) § Portfolio Overview (snorkeling) § Key Product Details (SCUBA) § Enhancement Details (Submersible) Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 2

Cisco Customer Contact Success • Leadership in Customer Contact 1 M+ contact center agents worldwide Contact Centre Agents – 73, 705 in CY 2003, 134, 760 in CY 2004 and 354, 581 in CY 2005 • Shipped 3500+ IP Contact Centers • 1200 Virtual Routing Systems shipped Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 4

Cisco Agent Shipment Growth 2003 -2005 400, 000 350, 000 3% 16 300, 000 354, 581 250, 000 200, 000 83% 150, 000 134, 760 100, 000 50, 000 73, 705 0 2003 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 2004 Cisco Confidential 2005 5

Contact Center Key Value Propositions § Enable our customers to provide superior service to their customers § Increase our customers’ productivity § Save our customers money § Allow our customers to differentiate themselves based on service Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 6

Contact Center Key Value Propositions § Solutions for multiple segments (midmarket, enterprise, SP) § Variety of technology areas (ACD, CTI, IVR, outbound, multi-channel, video, analytics…) § Multiple migration and co-existence options; not just IP § Architectural advantage for multi-site organizations, branch/store contact centers § Customer Interaction Network means any customer, from any media, to any agent (or knowledge worker), in any location Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 7

Product Portfolio Unified CC Unified ICM Self Service Express Edition Enterprise Edition Customer Voice Portal Hosted Edition IP IVR Hosted Edition Options* Email Management Text Chat Analytics Outbound Web Collaboration Workforce Optimization * Options do not necessarily apply across all products or product lines. Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 9

Cisco Unified Contact Center Express Introduction § Integral part of Cisco’s Unified Communications solution § Available in three different packages, Standard, Enhanced and Premium, to address small to medium, formal or informal contact center needs § Delivers intelligent contact routing, call treatment, network-todesktop and computer telephony integration (CTI), and integrated self-service for customer contact management over an IP infrastructure § Enables companies to rapidly deploy a scalable, distributed, virtual contact center solution over their Cisco IP networking infrastructure § Provides optional high availability redundancy ensuring automatic failover in the event of server hardware failure Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 10

A Scalable, Integrated, Virtual Unified Contact Center Solution § A contact-center-in-a-box Fully integrated ACD, Desktops, CTI & IVR § The entire solution can fit on one box 1– 50 agent deployments on single processor servers 1– 150 agent deployments on dual processor servers BUT - it can also scale to 300 seats to support large, sophisticated deployments using dedicated expansion servers § Virtual Contact Center Agents and supervisors can be located at any site on your WAN or on any ISP DSL or Cable modem connection at home Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 11

Easy to Deploy and Cost Effective § Easy to Deploy Self-service Web and IVR systems drive down the costs of providing customers the information they are looking for…. > $500 § Single service creation tool for the ACD & IVR Easier, faster ACD & IVR integration to meet your business rule requirements Sources: Siebel and Forrester § Easy, cost-effective CTI solution Significant savings when comparing to traditional CTI solutions § Integrated self service > $5 Express has a fully integrated self service component in Premium Order-of-magnitude cost savings over agent based contact management < $1 Field Visit Presentation_ID Call Centre Self-Service © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 12

Unified Contact Center Enterprise Overview Unified CC Enterprise brings full function ACD functionality to the Cisco Unified Communications Manager and UC suite of applications Unified CCE brings full multi-channel contact routing with universal queue for inbound voice, web chat (singlesession and multi-session), web call back, web collaboration, e-mail and outbound voice all under control of a single routing engine that has full redundancy and is designed for fault tolerance With CC Enterprise, clients can gain the benefits of a IP in their contact center to reduce costs and improve customer satisfaction Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 13

Unified Contact Center Enterprise Delivers • A comprehensive contact center solution • True distributed IP communications architecture • Carrier-class fault tolerance • Integrated CTI, Outbound, Web, E-Mail, Self-Service • End to End Security and Manageability • A scalable architecture for Enterprise deployments Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 14

CC Enterprise Benefits • Customer Experience Improvement—captured data from the IVR is presented to the agent as a screen pop • Reduced Call Handle Times – screen pop data saves 3 to 5 seconds per call • Virtual Network Queue for calls – reduces wait for callers and turns three 100 seat centers into one virtual 300 seat call center • Intelligent routing of callers by phone number—keeping local calls “in region” where dispatchers and operators know the area • Enterprise Reporting – Call data and agent information available across all the sites in a single, integrated reporting tool • Operational Savings – “in-sourced” MACs and support replacing multiple 3 rd party service companies with three existing IT employees Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 15

CC Enterprise Summary § Calls are routed intelligently over your converged network, no need for expensive PSTN tie lines or transfer connect (TNT) charges § Pre-Routing is eliminated, CCE becomes a single virtual IP ACD across all sites § Callers don’t get stuck in queues with a centralized network queue – calls aren’t sent across the network until CCE reserves the agent and is known to be available § Calls can be directly routed to agents and queue for specific agents Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 16

Unified ICM Introduction ICM Enterprise is the leading enterprise contact center routing and integration technology platform. Supporting all major ACD/IVR vendors as well as all carrier routing platforms, it allows for the seamless integration of contacts for inbound voice, outbound voice, web and e-mail all with full enterprise-wide reporting and a single easy to use graphical scripting environment. Since its introduction over ten years ago, ICM has enabled over 850, 000 agents all over the world in almost every major contact center, in every industry – improving agent occupancy, efficiency and always getting the caller to the right resource, the first time. Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 17

Unified ICM Overview § For TDM ACDs, the ICM picks the “target” for the contact, but allows the ACD to pick the agent § The ACD must inform the ICM of the call arrival and agent state to reconcile the Call Routing Process § Configuration and Scripting must be mirrored in the ACD and ICM to ensure accurate reporting and routing § ACDs and IVRs can Post-Route voice contacts via the ICM to take advantage of the same routing rules and scripting used in Pre-Routing—and preserve call context by using Translation-Routing between sites Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 18

Unified ICM Summary § Enables centralized contact center strategy § Provides a single set of business rules across all channel types – Voice, Email, Web, Fax § Protects existing technology investments § Consolidated reports across all channel types § Every customer interaction delivered to the best resource the first time Without geographical constraint, regardless of ACD or IVR Vendor, Carrier Network or media channel § Customer Information is preserved throughout the contact—allowing for integration with back-end data systems to improve agent efficiency § Proven integration with CRM vendors, wall board, staff schedule, recording to complete the solution § Enable smooth migration from TDM solutions to IP Contact Center solutions Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 19

Customer Voice Portal (CVP) What is Customer Voice Portal? Customer Voice Portal (CVP) is a unique combination of Cisco technologies to enable advanced voice applications at the edge of the IP network, bringing powerful integration with Web Services to backend data systems and integration to contact centers with full call context and data Ok… What does that mean? Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 20

Customer Voice Portal (CVP) Advanced Voice Applications… at the edge CVP takes advantage of the integrated VXML browser built into Cisco IOS, allowing callers to interact with menus, scripts and self-service applications Calls do not have to be brought to a central “IVR Farm” to provide services, calls can be kept local to save on carrier charges for remote call forward charges to leverage Vo. IP for toll-bypass Payment Locator “You can make a payment at any Shaws’ supermarket or Comcast office. The nearest Shaws’ is 100 Easton Road, until 11: 00 tonight” “Where can I pay my bill? ” Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 21

Customer Voice Portal (CVP) Powerful integration with Web Services… CVP provides an Eclipse-based toolkit to develop self-service applications, built on open/standard J 2 EE for access to Web Services and Java objects already in place to support the corporate data/web architecture Callers on the CVP hear the same data that is on the Web and available internally to the stores via corporate infrastructure ACCT Database Account #32311323401 Balance: $110. 52 Due: 15 th “Your payment of $110. 52 is expected by the 15 th” “What is my balance due? ” Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 22

Customer Voice Portal (CVP) Integrated to contact centers…with call context CVP works with Cisco’s core contact center products, ICM and IPCC to provide network queuing and data collection – “front ending” call flows for either IP agents on Unified Communications Manager (Unified CCE) or TDM agents on Avaya, Nortel, etc. , with ICM CVP can collect data from callers, backend systems and pass it to the IPCC for call routing and to the agent desktop to drive CTI Screen Pop and workflow “Hello, Mr. Jones, we know there is an outage in your area” “I need help with my high speed Internet service” Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 23

Customer Voice Portal (CVP) What else? Call switching… CVP can also provide a virtual softswitch functionality, moving calls between sites and resources across the IP network or carrier networks This is pure cost savings, reducing the number of advanced services required from the carriers to leverage the carrier networks, the IP data network, or a combination of both— intelligently based on business rules and customer needs “Hello, Mr. Jones” “Ok, how about some help with my Digital Phone Service? ” Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential “No problem sir, let me connect you” 24

CVP Summary Cisco CVP addresses the major objectives of today’s Contact Centers by combining Voice. XML based Interactive Voice Response (IVR) with the capability to seamlessly integrate multiple Contact Center locations into a unified virtual Contact Center with IP switching. The Cisco Customer Voice Portal achieves these objectives by leveraging existing Contact Center technology investments to provide the lowest TCO through reduced agent, operations, and telecommunications costs, while providing a migration path from a multi-site, multi-vendor TDM ACD environment to an IP Contact Center with integrated Web and telephony contact without requiring a fork-lift upgrade. Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 25

Unified CCX Routing and Queuing § Application /database integration § Conditional routing based on dialed number § Call-by-call routing § Conditional routing based on caller entered digits (CED) § Agent based routing* § Database-driven call handling § Call re-routing based on wait time § Load balancing § Conditional routing based on time of day, day of week and holidays § Priority routing § Conditional routing based on calls in queue § Competency-based routing § Conditional routing based on caller origin Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential § Skill-based routing § Priority Queuing 27

CCX ACD Routing & Priority Queuing Feature Standard Enhanced Premium Conditional (e. g. ANI/DNIS/Day of week/Time of Day, any custom variable …) a a a Overflow, Intraflow, Interflow a a a Re-route on wait time, agent no answer a a a Call Priority Queuing x a a Skills-based Routing x a a Competency Based Routing x a a Agent Based Routing x a a Priority Routing or other data dependent routing (XML or internal data source) a a a Priority Routing or other data dependent routing (ODBC/JDBC SQL database source) x x a Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 28

Cisco Unified Contact Center Express Reporting Overview Unified Contact Center Express Server(s) Supervisor Desktop Real-Time Agent Monitoring Grids • Monitoring Unified Contact Center Express System Activity • Historical Reports MSDE or MS SQL 2 K • Database Server (Co -resident or separate expansion server) • Auto. Synchronization upon failure Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Historical Report DB Server CRS Administration Tool MSDE or MS SQL 2 K Cisco Confidential • Dedicated Historical Report DB Server for scalability. 29

Historical Reporting What Deployment Options? § Historical Reporting Server (HRS) Co-resident with Cisco Unified CCX primary server § Optionally deploy on dedicated Express Expansion Server (ESS) § Default Historical Reporting Solution Default historical reporting is provided at no charge § Optional Historical Reporting Enhancement Cisco’s OEMed version of Microsoft SQL Server Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential What are the Benefits? § Deployment and pricing flexibility Default HRS May be deployed coresident on the Cisco Unified CCX primary server, on a dedicated Express Expansion Server (ESS) historical reporting server or, may share deployment on an ESS with selected other system functions § Dedicated reporting server significantly increases the number of simultaneous reporting sessions that may be run § Very large storage capacities may be supported by deploying Microsoft SQL Server on an ESS 30

CCX Historical Reports – Detailed Options Report Task to perform: Parameter to filter some report data based on its values • View Field used to sort resulting data report Selected filter parameter values (report will only contain Agents specified) Possible options for the selected report parameter (Agent Names) to choose from Some reports allow the user to specify the operation to be done on the parameters values selected (ex: OR, AND) This will be View or Schedule based on the “Reporting Task” above Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 31

Feature Rich, User Friendly Multiple Report Generation, Viewing, & Data Output Options § Multiple Report Generation Options Summary, Detail, Preferred Interval Graphical & Tabular § Multiple Report Viewing Options Sorting Filtering Searching Scaling § Multiple Report Output Options Scheduled Reports for Printing or Saving Export Report Data to PDF, RTF, Excel, or CSV for further data manipulation or sharing Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 32

CCX - comprehensive decision making information for supervisors Operational Matrix Report Type (s) Examples of Key Statistics Agent Call Summary Call Counts & Avg. /Max. State Times Common Skill CSQ Activity Report Call Counts, Queue Times, Abandon Times, & SL CSQ Activity Report (s) Multiple View of SL’s by (CSQ & Interval) & ASA, Max Queue Times, Avg. Handle Time, Avg. Time to Abandon etc. CSQ Call Distribution Summary Calls Handled/Abandoned by chosen time intervals CSQ Priority Summary Reports CSQ Call Count Detail by Call Priority CSQ SL Priority Reports CSQ SL’s Detail by Call Priority CSQ – Agent Summary Report CSQ to Agent Call Summary/Detail Mapping & RNA Abandon Call Detail Activity Abandon Call Counts & Times Details Aborted/Rejected Call Detail Dropped Call Details App. Summary/Performance Analysis Call Counts (Handled, Presented, Abandons) and Avg. Times ( ASA, Avg. Abandon Time) IVR Application Performance Analysis IVR Call Counts (Presented, Handled, Abandoned) & IVR Call Duration Time IVR Detail Report Call By Call Detail of Caller Experience in the IVR Traffic Analysis Report IVR Call Volumes, Peak Calls, & Call Durations Call Custom Variables Agent Input Call Variables Call Number Summary Presentation_ID Login On & State Times (Detail/Summary/Interval) Agent Summary Other Agent Reason Codes & Durations Agent State Measure IVR Application Performance Agent Login/Logout Times, Duration, & Reason Codes Agent Not Ready Reason Code Summary Measure Customer Experience Call by Call Agent Activity Detail Agent Login/Logout Activity Measure CSQ (a. k. a Skill Group) Performance Agent Call Counts & State Times Agent Detail Report Measure Agent Performance Call Counts & Avg. Call Duration by Dialed No. © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 33

CCX - Cisco Agent Desktop A workflow automation and management software set that helps agent and supervisor teams work within a virtual customer interaction environment to meet key performance metrics. § Agent, supervisor and desktop administrator components of Cisco Unified Contact Center Express § Productivity and collaboration components that include: – Cisco Agent Desktop – Cisco IP Phone Agent – Cisco Supervisor Desktop – Cisco Desktop Administrator Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 34

How does CAD solve the customer contact problem? • Improve customer satisfaction ü ü Single call resolution with increased response accuracy Shorten response time Consistent client experience Improve customer relationships • Increase contact center productivity ü Encourage or influence agent interaction behavior ü Improve call handling capabilities ü Reduce call duration • Reduce cost of operation and improve contact center profitability ü ü Head count reduction Agent retention through increased job satisfaction Improve effectiveness Eliminate IT dependency thereby reducing costs to operate, administer, maintain and provision contact center agents ü Faster and easier implementation than traditional CTI technologies Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 35

How does CAD improve agent productivity? Task Automation Phone Bok, Chat, Agent Reports Tool Bar Call Data Pane Enterprise Data Pane Integrated Browser Agent Status Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 36

How does CAD improve agent productivity? 2. Choose Task Button 3. Check Visible and Enter Hint Description 1. Select User Interface 4. Customize Icon 5. Add Action Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 37

How does CAD improve agent productivity? 6. Choose workflow action and click “New” 7. Fill in blanks and click “OK” Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 38

How does CAD improve contact center productivity? Barge In Intercept Chat Real Time Displays Record Silent Monitor Agent State Control Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 40

Agent Experience - The 3 rd Party Screen Pop Enterprise Data Appears with Call Search in SFDC on ANI Screen Pop on Record Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 42

Cisco Agent Desktop Application Integration Methods Workflow Action Name HTTP Action Type of Application Integration Web browser accessible applications Target Application Location Modify Target Application ? Web server No Launch External Application Windows desktop applications or custom apps written in VB or other languages Agent’s PC No, if application can be executed w/ arguments Run Macro Windows desktop application that provide keystroke access to all GUI controls including rich client applications, terminal emulation Agent’s PC No Workflow integration methods can be combined for complex integration scenarios Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 43

Integrated Basic Prompt & Collect IVR Available with Standard and Enhanced What is it? Why is it important? § All Cisco Unified CCX solutions provide out of the box prompt and collect § Integrated service creation environment means it’s easy for workflow developers to create sophisticated self-service and ACD features § A fully customizable Auto Attendant with arbitrary depth of voice menus, ability to play an arbitrary mix of music and messages and the ability to play prompts and capture and process any caller DTMF key presses § All Express products support reading enterprise web HTTP and XML documents Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential § Provides powerful initial and inqueue call treatment options as well as full prompt & collect for caller interaction § Provides option for self-service as well as contact center operations § Support for reading HTTP & XML documents enables use of web data for routing decisions and screen pop 44

Full Featured Advanced IVR Available Only in Express Premium What is it? Why is it important? § Includes Full IVR capabilities § Complete support for integrated IVR self-service applications § Enables sophisticated information sharing between enterprise databases and CRM applications under workflow control § Supports 3 rd party application integration via custom Java integration § Increase Screen Pop capabilities via database dips § Capabilities: § Deploy sophisticated Webbased voice services Database integration VXML voice portal for DTMF, ASR & TTS HTTP triggers § Use existing Web infrastructure to deploy services Real-time notification services Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 45

Enterprise Database Integration What is it? Why is it important? § ODBC/JDBC compliant § Tested – Microsoft SQL Server, Oracle, IBM DB 2, and Sybase § Used for retrieving information from back-end message stores § Screen Pop support discussed previously § Automates routine transactional tasks § Reduces contact Center costs, toll charges and increases caller satisfaction by automatically retrieving caller information § Required for full self-service applications Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 46

Automatic Speech Recognition (ASR) What is it? Why is it important? § Provide callers another method of input via speech § Improved, easier user directed routing § Cisco IP IVR recognizes what is spoken § Reduces contact Center/toll costs § Supports latest Nuance ASR technology § Users get what they want, quickly § Provides greater flexibility for IVR applications § Improves customer service Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 47

Text to Speech (TTS) What is it? Why is it important? § Relays text based content over the telephone § Used when prompts can’t be recorded for changing information § Synthesized speech § Increases usability of telephony applications § Plays back content from message stores or prompts § Access information from ERP, CRM, stocks, weather, etc. § Supports latest Nuance Vocalizer TTS technology § Reduces application development § Big payoff in cost reduction by eliminating professional talent and time required for voice recording § Often suitable for internal operations use Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 48

Cisco Unified Contact Center Enterprise: Features Routing Capabilities § Skills Based Routing § Application Based Routing and Reporting § Scriptable Call by Call Routing § Call Re-Routing based on Wait Time § Conditional Routing § Database Directed Routing § Load Balancing § Look Ahead Queuing § Priority Queuing § Re-route on No Answer (RONA) § Dynamic Reskilling Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential § § § Universal Queue Multi-session agents (text chat) Interruptability (E-Mail management) Blended Outbound Preview, Progressive, Predictive Administration and Reporting § Managed/Redundant Database § Real Time Administration § Centralized Control § Browser-Based Report Viewing § Centralized Enterprise Reporting § Historical Reports § Real Time Reports § Tabular and Graphical Reports § Multi-channel Reports § Custom Reports § Call Detail Records § Published Database Schema 49

Cisco Unified Contact Center Enterprise: Features Agent Features § § § § Supervisor Desktop Agent Statistics on Agent Desktop Auto Available Auto Wrap-Up Auxiliary Work State § § Available State § Caller Information: ANI, CID, DNIS, CED § Fully Customizable Soft. Phone application § Hot Desking § Log In/Log Out § Remote Agents § Screen Pop § Transfer to Queue § Unavailable (Work) State Wrap Up Codes Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential Barge-in Intercept Visible Call Data for Monitored Calls Real-Time Agent/Skill group Status Display Threshold Alerts Emergency / Supervisor Assist Controls Change Agent State Control Text Chat with Supervisors / Agents Call Recording Start/Stop Control Text Chat with Supervisors / Agents Multi-media Agent availability Silent Monitor 50

Cisco Unified Contact Center Enterprise: Administration Manage your multiple site enterprise from a single location or from several – it’s up to you § Define business rules for all sites, all channels § React to emergency situations § Apply dynamic, real-time changes § Perform outbound campaign management § Global monitoring of entire enterprise § Generate normalized, consolidated reports Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 51

Cisco Unified Contact Center Enterprise: Administration • One place for defining you multi-site routing logic • Full edit and Quick Edit mode • Drag and drop Palette • Browser based option • Access control Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 52

Cisco Unified Contact Center Enterprise: Reporting Logger DB Redundant database for Contact Center data and configuration Historical Database Server HDS Administration Web. View Server • Highly Available Duplex Architecture for persistent data gathering • Automatic Data synchronization & recovery Browser clients Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 53

Cisco Unified Contact Center Enterprise: Desktop • IP Phone Agent • Cisco Agent Desktop Out of the box soft phone Rapid, easy, low-risk deployment Desktop Workflow (Screen Pop) • Cisco Toolkit Desktop Custom development kit Simplifies custom CTI integrations • Pre-integrated CRM Desktop Strategic integrations with the leading CRM vendors Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 54

Cisco Unified Contact Center Enterprise: Desktop § Simple easy-to-use agent desktop interface Agent Logon Call Control Presentation of caller data Easy to configure “Desktop Workflows” for screen pop and other productivity applications § Comprehensive supervisor application Real-Time Displays Threshold Alerts Monitoring and Recording Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 55

Cisco Unified Contact Center Enterprise: Desktop § ACD state control § Call control features § Text Chat with Agents/Supervisors § View current agent and skill group statistics § Team performance message display § Enterprise data displays caller information and call history § Embedded Web browser Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 56

Cisco Unified Contact Center Enterprise: Desktop § Real-time statistics § Thresholds § Text chat § Team performance messages § Make agent ready § Log out agent § Silent monitoring § Recording § Coaching § Barge-in § Intercept Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 57

Cisco Unified Contact Center Enterprise: Desktop CTI OS Toolkit Desktop Option: § Object-Oriented SDK § Supports C++, COM, Active/X, Java, and. NET Components § Sample Application with Source Code § Full Agent and Supervisor Functionality § Multi-Media Agent status § Simplifies custom desktop development implementations Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 58

Cisco Unified Contact Center Enterprise: Desktop ACD Features Call Control Features Assist Features Tools: Stats, Chat, Record, Bad Call • ACD, Call Control and Outbound features • Supervisor Assist, Agent Statistics, Chat Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 59

Cisco Unified Contact Center Enterprise: Desktop ACD Features Tools: Stats, Chat, Record, Bad Call Control Features Log Out Agent, Make Ready Real-Time Agent Status Window Barge In Intercept Detail Call Information • ACD and Call Control features • Barge-In, Intercept, Change Agent State, Statistics, Chat Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 60

Cisco Unified Contact Center Enterprise: CRM Siebel drivers available from Cisco IPCC driver available from SAP Supports voice, Web via ICM Web. Option IPCC driver available from People. Soft IPCC driver available from E. piphany IPCC driver available from Oracle IPCC driver available from Pegasystems Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 61

Cisco Unified Contact Center Enhancements § Unified Contact Center Express 5. 0 Multi-channel support Blended Inbound/Outbound dialing Workforce Optimization Suite New third-party CTI Protocol Support for Cisco Unified Communications Manager Express 4. 2 § Unified Contact Center Enterprise 7. 2 New multi-channel Agent Routing Integration for Avaya § Web Interaction Manager and E-mail Interaction Manager New products based on top-rated technology Common agent interface designed to improve productivity Easy access to a shared knowledgebase and customer history Basic and Advanced packages to fit various cost/complexity models Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 63

Cisco Unified Contact Center Express v 5. 0 § Key highlights New Multichannel, Cisco Unified Email Interaction Manager and Cisco Unified Web Interaction Manager Blended Inbound/Outbound dialing Workforce Optimization Suite New third-party CTI Protocol Support for Cisco Unified Call. Manager Express 4. 2 § Other enhancements Support for Win 2003 with Cisco Unified Call. Manager 5. 0/6. 0 Two-server High Availability cluster Support for Wrap Up Codes Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 65

Contact Center Express Multi-channel Integration § Integrated configuration – agents, queues, teams § Integrated summary reporting § Integrated desktop for voice and multimedia Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 66

Cisco Outbound Option for Contact Center Express § Blended preview dialing § Basic campaigns for blended campaigns § Improves workforce utilization Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 67

Cisco Unified Workforce Optimization for Contact Center Express–Managing Customer Interaction § Workforce Optimization (WFO) is an extension of the Supervisor’s role … for Customer Centric Services § Helps Supervisors manage expectation by metrics for better customer service § Key Components are: Workforce Management Quality Management Compliance Recording Real-time Information & Performance Management Cisco Supervisor / Agent Desktop Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 68

Unified CCX Customer-Centric Span for Supervisors Supervisor Desktop “Span of Control” Agent Desktop Proactive Scheduling Contact Handling Customer & Agent Experience Real-time Metrics People / Process KPIs and metrics aligned with corporate goals that enhance the customer experience Schedule Training / Coaching Real-time Information Workforce Management Reporting & Business Intelligence Quality Data Value-added information that is consistent and real-time across channels Real-time Metadata & Alerts Quality Management Schedule Record Agent Behavior Forecast Presentation_ID Technology Foundation Unified agent Desktop built on SOA for an Integrated Customer view © 2006 Cisco Systems, Inc. All rights reserved. Agent Behavior Intraday Management Cisco Confidential Coach Evaluate 69

Why Workforce Optimization? § Key people resources in Contact Centers average 30% to 40% turnover rates § Workforce Management and Quality Management optimizes the way people are managed: Gains employee productivity Reduces overtime Improves schedule adherence Founder: Reduces management time for scheduling Reduces attrition Captures vital call information for evaluations, training and key government regulations Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 70

Cisco Quality Management A highly-scalable voice, screen recording and evaluation solution that supports agents and supervisors at any virtual location for quality management process. § Voice and screen recording at the edge § Captures, filters, and compresses contacts without dedicated recording servers at every location § Supervisor/manager evaluation tools can be integrated within Cisco Supervisor Desktop to streamline management § Compliance archival of key information to open systems § Speech analytics at the edge, allowing near real-time content detection and alerts without dedicated server farms § Independent operation of edge components, which limits the scope of impact for faults § Flexibility for adding new agents through a software push § Simple administration allows modifications to the business rules without IT expertise or professional services engagements § Extends the recording capabilities of Cisco Agent Desktop and Cisco Supervisor Desktop installed on hundreds of thousands of desktops Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 71

Cisco Quality Management – Contact Player Call Meta Data Recording Tree Player Controls Screen Capture Action & Comment Controls Evaluation Form Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 72

Cisco Workforce Management A highly-scalable Industry-leading scheduling solution that optimizes agents and supervisors at any virtual location for Workforce Management (WFM) and adherence § Workforce scheduling, adherence and metrics § One of the first companies to provide multi-site, multi-lingual and multi-channel management § Unmatched accuracy (up to 99. 5%) - forecasting and scheduling § Two step scheduling § Full range of capabilities: Skills and performance-based scheduling Vacation scheduling Key performance indicators (KPIs) Payroll integration § Supports multiple ACDs: Genesys, Nortel, Avaya, Cisco (UCC) Enterprise and Express, and others § Integration with Cisco Agent Desktop and Cisco Supervisor Desktop Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 73

Cisco Agent Desktops – WFM e. Agent & w/KPIs Cisco Agent Desktop Agent Schedule Vacation Schedule Toolbar Schedule Requests Bulletin Board Agent Performance Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 74

Cisco Unified Contact Center Enterprise v 7. 2 § Launch highlights –New Multichannel, Cisco Unified Email Interaction Manager and Cisco Unified Web Interaction Manager § Other enhancements –Improved interoperability with 3 rd-party ACDs • Avaya Agent Routing Integration (Soft. ACD on Avaya) –Monitoring and Recording enhancements –Additional Localization Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 79

Cisco Unified Email Interaction Manager & Cisco Unified Web Interaction Manager § New products based on top-rated technology § Built for today’s contact center email and Web interaction needs § Share an agent interface designed to improve productivity § Easy access to a common knowledgebase and customer history § Will integrate with: Cisco Unified ICM Enterprise and Hosted Cisco Unified Contact Center Express, Enterprise and Hosted Cisco Unified System Contact Center § Basic and Advanced packages to fit more cost/complexity models Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 81

Intuitive Agent Desktop Cisco Interaction Manager – Agent Console – Microsoft Internet Explorer Look and feel similar to leading email clients Visual cues for overdue tasks Suggested Responses Knowledgebase Customer History Bookmarks External Links Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Spell-check Cisco Confidential 82

Business Benefits of Cisco Unified Web Interaction Manager § Enables increased sales, faster issue resolution by providing human assistance when required § Quick, effective communication using chat or voice along with twoway, “follow me” Web browsing § Increases agent productivity with support for multiple chat sessions § Enables agents to collaborate with phone and chat customers § Trains customers to use self-service by introducing them to resources on the Web § Provides powerful monitoring and reporting tools for managers Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 83

Intuitive Agent Desktop Cisco Interaction Manager – Agent Console – Microsoft Internet Explorer EIM & WIM share common desktop Multiple simultaneous chat sessions Red if awaiting input Push web pages Knowledgebase Customer History External Links Frequently-used responses Spell Check Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 84

In Summary § Broad customer contact portfolio designed to help our customers increase their Interaction Success Metrics § Deep feature set for mid-market and enterprise ACD § Significant investment in solution enhancements § New applications designed to enable business agility and the next generation of business communication services Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 85