Jim Scotland Systems Engineer Call Centre Specialist

Transcription

1 Cisco s Customer Response Solutions (CRS) & IP Integrated Contact Distribution (ICD) Standard & Enhanced Jim Scotland Systems Engineer Call Centre Specialist jscotlan@cisco.com

2 CRS Cisco s Customer Response Solutions (CRS) & IP Integrated Contact Distribution (ICD) Standard & Enhanced

3 Agenda CRS ( Customer Response Solutions ) Overview Cisco IP ICD review / Overview Capacity and Performance Positioning Deployment Models Smooth Migration path from Traditional Call Centre to IP Based Call Centre

4 Cisco s Customer Response Solutions (CRS) What is it? A complete voice call interaction management solution with select multi-media and web enhancements for the entry to midmarket (1-75 agents) A complete and robust IVR suitable for enterprise HQ and enterprise branch deployment (requires Call Manager) A simple, inexpensive Auto-Attendant for enterprise branch deployment Features: Text to Speech, Automatic Speech Recognition, IVR Capabilities, Auto Attendant, Call Centre Skills based routing, Internationalized for English, French, Spanish, supports Web based contacts with VXML, based on browser settings we determine the language of the user. Same look and feel as Call Manager Administration

5 Cisco s Customer Response Solutions (CRS) The Value Proposition Complete voice contact interaction management Designed from the ground up for ease of installation, use and maintenance Easy to develop, easy to deploy, low lost PSO Highly integrated current & future component applications Cisco CallManager integration

6 Cisco s Customer Response Solutions (CRS) CRS Point Solutions IP ICD - Contact Center IP ICD Enhanced IP ICD Standard IP IVR - Custom/Vertical IVR Enterprise IVR w/asr/tts IPCC Integration Queue Manager - IPCC Integration Simple Auto-Attendant IPCC Integration

7 Cisco IP ACD Positioning 2 Solutions IP ICD (version 3.0) Small to mid market, IP only 5 to 75 agents Formal and informal contact centers Single server architecture, integrated IVR Tight integration with Call Manager and CTI Agent Desktop Cisco CTI Call Manager CRS (Interactive Voice Response) IPCC ( to be covered in the IPCC 1:30 ) 25 agents and above mid to large market Multi-server, highly redundant architecture Multi-site with TDM - PBX integration Multi-channel, universal queuing Migration Strategy from TDM Custom CTI Toolkit and Enterprise Reporting ICM Agent Desktop Cisco CTI Call Manager Interactive Voice Response

8 The CRS (Application Engine) Platform External Services Customer Response Platform Queuing (IP ICD) Unity Telephony ICD Agent ICM Directory Access Voice Browser (VoiceXML Interpreter) Database Access LDAP Notification Service Speech Web Access Paging Nuance Enterprise Database Web Pages

9 CRS Platform Architecture External Services Cisco V-Mail ICM LDAP Paging Application Framework Telephony Directory Access Notification Server VXML services Web Pages Queuing DB Access Web Access Enhanced Database Packaged Solutions Today: Contact Center Custom IVR Auto Attendant Notification Services Web Server Integration Custom Applications Future: Chat Cooperative Web Browsing

10 The CRS Contact Center IP ICD ( Integrated Contact Distribution) Product Architecture The IP ICD is one of the many Application Platforms using the CRS Engine

11 CRS Contact Center Architecture: Major Components

12 ICD 3.0 Product Components CRS Platform Components ICD: ACD functionality IVR: call treatment, database queries Cisco agent desktops (Standard and Enhanced) Agent and Supervisor call detail and reporting Supervisor recording, monitoring, barge-in Custom Reporting (Crystal Reports) CTI Screen Pop and Database integation (Enhanced)

13 Cisco IP ICD Cisco IP ICD provides an inexpensive entry-level ACD solution that is easy to install, use and maintain.

14 Next Generation Cisco IP ICD CRS Version 3 Two new products: Cisco IP ICD Standard Cisco IP ICD Enhanced Built on same technology foundation as AVVID Shares common agent and supervisor components with IPCC ( Cisco Agent Desktop = CAD, CSD) Smooth upgrade from ICD 2.x to version 3 Standard and to version 3 Enhanced

15 IP ICD 3.0 Standard: Capacity Up to 75 calls in progress Up to 100 calls queued Up to 75 groups Up to 75 agents

16 IP ICD 3.0 Standard : Agent Desktop Cisco IP ICD CAD ( Cisco Agent Desktop ) OR Cisco IP Telephone 7960 or 7940 based ACD Agent phone (Cisco IP Phone Agent)

17 IP ICD Enhanced: Capacity Up to 75 calls in progress Up to 100 calls queued Up to 75 agents

18 IP ICD Enhanced: Skills Based Routing Up to 50 definable skill groups Up to 25 skill groups per agent Up to 10 levels of skill competency rating

19 CRS IP ICD Standard vs. Enhanced: Internationalization & Localization Feature Standard Enhanced Internationalization & Localization: US, UK English; France, Canadian French; German; Spanish Phase 2 Localization: Mandarin, Cantonese Chinese; Japanese; others TBD

20 CRS IP ICD Standard vs. Enhanced: Scalability Feature 75 Agent Maximum 100 Calls In Queue Maximum 75 Group Maximum Maximums vary by HW platform. Maximums shown are for largest platforms Standard Enhanced

21 CRS IP ICD Standard vs. Enhanced: Upgrade Paths Feature Upgrade from ICD 2.x Standard Enhanced Upgrade from ICD Standard Upgrade from ICD Enhanced to IP CC

22 CRS IP ICD Standard vs. Enhanced: Administration Feature Integrated CRS Administration (IP ICD, IP IVR, IP QM) Integration with Cisco CallManager Administration and LDAP Directory Full Access to all real-time statistics in the workflow at runtime Standard Enhanced

23 CRS IP ICD Standard vs. Enhanced: Historical Reports Feature Cradle-to-Grave CCDRs Standard Historical Reports Enhanced Historical Reports Access to Cisco database schema Define Custom Reports with purchase of Crystal Reports Standard Enhanced

24 CRS IP ICD Standard vs. Enhanced: Historical Reports Agent Summary Report Agent Detail Report Feature Abandoned Call Detail Activity Report Called Number Summary Activity Report Detailed Call by Call CCDR Report Call Priority Summary Activity Report Skill Group Activity CCDR Report Standard Enhanced

25 CRS IP ICD Standard vs. Enhanced: Desktops w/integrated Real-Time Reports Feature Standard Agent Desktop Enhanced Agent Desktop Cisco IP Phone Agent (for IP Phone 7960 & 7940) Standard Supervisor Desktop Enhanced Supervisor Standard Enhanced

26 CRS IP ICD Standard vs. Enhanced: Screen Pop Feature CTI Server (database access, 3 rd Party application integration, enotification services Standard Screen Pop (with Standard Agent) Enhanced Screen Pop (with Enhanced Agent) Standard Enhanced

27 CRS IP ICD Standard vs. Enhanced: Resource Selection & Routing Feature Routing: Linear, Circular, Longest Available Routing: Shortest Average Handle Time, Greatest Number Handled Calls Conditional (ANI/DNIS/Day of week/time of Day..) Overflow, Intraflow, Interflow Re-route on wait time, agent no answer Priority Skills Standard Enhanced

28 CRS IP ICD Standard vs. Enhanced: Skills Based Routing Feature Skills Based Routing: 50 definable skills 50 assignable skills 50 simultaneous skills 10 competency levels Standard Enhanced

29 CRS IP ICD Standard vs. Enhanced: Feature FIFO Queuing Standard Enhanced Priority Queuing: 10 priority levels Dynamic re-prioritization under workflow control

30 CRS IP ICD Standard vs. Enhanced: Agent States Feature Logged On, Logged Off, Ready, Not Ready, Reserved, Talking Work Ready Standard Enhanced

31 CRS IP ICD Standard vs. Enhanced: Advanced Supervisors Features Feature Silent Monitoring: Supervisor may monitor both agent & caller with notification to agent or caller Optional text messaging notification of monitoring to agent desktop Call Barge-In: Supervisor may join agent call in progress Call Intercept: Supervisor may take call from agent to supervisor Standard Enhanced

32 CRS IP ICD Standard vs. Enhanced: On Demand Recording Feature Agent or Supervisor On Demand Recording Recordings held for rolling seven day period Supports use of Third Party recording products Standard Enhanced

33 Incoming Call Handling Incoming callers connect to an IP ICD route point and hear a welcome message or simple IVR interaction If the IP IVR is part of the system, more sophisticated interaction is possible Call flow selects the appropriate group and attempts to find a free agent to accept it

34 Incoming Call Handling (Cont.) If no agent is available to take an incoming call, the call is queued The IP ICD uses a simple First In, First Out (FIFO) queue with the ability to change Queue priority for selected calls Agents go through various states in handling a call Login / Logout, Ready / Not Ready Call Control = Dial / Answer / Release, Hold Retrieve,, Conference / Transfer Supervisor alerts / Emergency / Assistance Display of agents / and teams current statistics Agent / Supervisor Chatting, Voice recording Full contact and Agent detail reporting

35 Cisco Integrated IVR: Standard Features Provides call treatment to queued calls Static Announcements: All of our agents are busy... Dynamic Announcements: There are 12 calls in queue. Your expected wait time is 2 minutes Prompts for caller data: Please enter your 6 digit account code. Prompts for route options: To leave a message press 1, to select a list of frequently asked questions...

36 CRS (IP-IVR) Workflow Editor Toolbar Step Library Steps Design Window Palette Window Flow Step Library Variable Window

37 Step Libraries

38 CallManager Administration User Information Screen

39 ICD Subsystem Configuration Resources

40 ICD Subsystem Configuration Agenda Skills Resources Resource Groups Contact Service Queues

41 ICD Subsystem Configuration Skills

42 ICD Subsystem Configuration Individual Resource Configuration

43 ICD Subsystem Configuration Resource Groups

44 ICD Subsystem Configuration Contact Service Queues

45 ICD Subsystem Configuration Skills Based CSQ

46 ICD Resource Selection Algorithms Longest Available selects longest available resource. ( LAA ) Linear selects highest priority resource. Circular selects highest priority resource in a circular order. Most Handled Contacts selects resource with most handled contacts. Shortest Average Handle Time selects resource with the shortest average handle time.

47 ICD Subsystem Configuration Resource Group Based CSQ

48 CRS Visual Workflow Application Editor Step Library Steps Toolbar Design Window Palette Window Flow Step Library Variable Window

49 Pre-defined ICD Script ( Workflow )

50 Creating ICD Applications

51 Agent Desktop Packages ICD Standard Agent Skills-based routing( with Enhanced Server -WES) Priority queuing(wes) Multiple agent states Agent/supervisor chat ACD statistics ICD Enhanced Agent CTI screen-pop integration CRM workflow customization Agent button customization On-demand recording Cisco IP Phone agents (7960, 7940) All login agent states Basic ACD statistics

52 Cisco Agent Desktop (CAD) Call Control Features A quick-to-deploy CTI desktop application ACD Features Customized Controls Minimal Screen Space Keystroke Macros Launch Desktop Apps. Quick Installation Easy Modifications Supports Media Termination Your choice to use an IP phone or your PC for voice path

53 Cisco Agent Desktop The agent s ACD report has two tabs one for the agent and the other for the queues (skills) the agent is logged into. Following shows the agent s ACD activity. The queues report shows data identical to the supervisor s display.

54 ICD Agent Desktop A Quick-to-Deploy CTI Desktop Application Keystroke macros launch desktop applications Quick installation Easy modifications

55 Cisco Agent Desktop Call log rolling 7 days of call activity. The view may be tailored to the individual user.

56 Cisco Agent Desktop Agent ACD state transitions. Shows time history of agent s ACD state transitions.

57 Cisco Supervisor Desktop - Data View Pane Real-time statistics Text chat Marquee messaging Silent monitor Barge in Intercept Change agent state Log out agent

58 ICD Supervisor Features Feature Silent Monitoring: Supervisor can monitor both agent and caller with notification to agent or caller Optional text messaging notification of monitoring to agent desktop Call Barge-In: Supervisor can join agent call in progress Standard X X Enhanced Call Intercept: Supervisor can take call from agent to supervisor X

59 Cisco IP Phone Agent Support for Cisco IP Phone 7960 and 7940 Extension Mobility Log On/Off Agent Log On/Off Display Agent State Change Agent State

60 Cisco Agent Desktop/Cisco Supervisor Desktop v4.2 for IPCC IP Phone Agent & ICD IP Phone Agent Interface

61 IP Phone Agent 7960/7940 IP Phones only Log in/out Ready/not ready Supervisor desktop shows agent state Supervisor can change agent s state Supervisor can silent monitor Reason Codes

62 ICD Software - Platform Options Three Hosting Options Option 1: Call Manager co-resident limited scalability (10 agents) limited IVR functionality (no ARS/TTS) Option 2: Cisco s MCS Platforms MCS 7825, single RU, no redundancy MCS 7835, server level redundancy (same offerings as Call Manager) Option 3: Software Only Sold as software packages Certified on Compaq DL320, 380 s Certified on IBM xseries 330, 340 s

63 Real Time and Historical Reporting Realtime reporting can be seen from the server ( Web Based ) and Supervisor Desktop Historical / Pre-defined Crystal Report Templates for: Customer buys Crystal Reports to modify Cisco templates or create new, custom reports Feature Agent Summary Report Agent Detail Report Abandoned Call Detail Activity Report Called Number Summary Activity Report Detailed Call by Call CCDR Report Call Priority Summary Activity Report Skill Group Activity CCDR Report Standard Enhanced

64 IP ICD Enhanced Reporting templates abandoned_call_detail_activity_chart agent_detail_chart agent_summary_chart app_performance_analysis_chart_en_us called_number_summary_activity_chart detailed_call_by_call_ccdr_chart priority_summary_activity_chart skill_routing_activity_chart traffic_analysis_chart_en_us

65 IP ICD Enhanced Reporting examples

66 IP ICD Enhanced Reporting examples

67 IP ICD Enhanced Reporting examples

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73 Overall System Limits - review: Maximums Logged in Agents: up to 75 Calls in Queue: up to100 Calls per hour: cph Simultaneous call arrival: 16 calls at once Skills: 50 CSQs: 25 per agent Resource Groups: no enforced limit

74 CRS and IPCC Differentiation: Markets, Scale, Scope Area of comparison CRS IP ICD IPCC Markets Entry (adjunct ACD) to Mid-Market Formal & Informal Contact Center Mid-Market to High End Formal Contact Centers Scale s Scope Voice (web server integration) Full Multimedia

75 CRS and IPCC Differentiation: Third Party Support Area of comparison 3 rd Party CRM, Workforce Mgmt, etc. Integration Ability to deploy 3 rd party solutions CRS IP ICD Limited to keystroke macro integration Capable IPCC Extensive integration including API Very Capable

76 Decision Checklist: CRS IP ICD or IPCC Single Site Informal Voice Call Center Formal Voice Call Center Remote/Home Agents Multi Site Full Redundancy Full Multi-Media Criteria Scalability > 100 agents Virtual Contact Center CRS ICD IPCC

77 Deployment Models CRS & AVVID IP Telephony Deployment Examples

78 Single Site Deployments A Full Featured Voice Contact Center ICD Voice & VXML, XML server integration Can deploy CEM, CCS alongside Can deploy hot-standby Can deploy multiple, though separately administered, ICD servers per cluster Other Contact Center Servers e.g. CEM, CCS CallManager Cluster CRS Contact Center * Server per Common Administered Center May Have multiple Servers (e.g. hot standby) All services in a single box (except ASR & TTS) Co-Resident available at reduced agent counts Cisco CallManager, Applications and DSP Resources at same physical location Supports up to 10,000 IP Phones per cluster Multiple clusters can be interconnected via Inter-Cluster trunks PSTN used for all external calls PSTN

79 Centralized Call Processing Remote Agents, Not Multi-Site CRS Contact Center CallManager Cluster PSTN IP WAN SRST-enabled router Branch A Remote Agent Remote Agent Headquarters Remote Agent Support geographically distributed agents Same agent services as in single site deployment Should be differentiated from multi-site support Today lose ACD & IVR on WAN loss. SRST retains POTS Will support SRST ACD/IVR in later release Branch B CallManager at central site Applications and DSP resources can be centralized or distributed Supports up to 10,000 IP phones per cluster (CM 3.2 = 2,500) Call admission control (limit number of calls per site) Survivable Remote Site Telephony for remote branches Remote Agent

80 Distributed Call Processing Deployments Multiple CRS CC deployments CRS Contact Center CallManager Cluster CallManager Cluster PSTN CRS Contact Center Headquarters GK Gatekeeper View as multiple disjoint single site, or heterogeneous single & centralized mixture No additional features specific to this deployment model Cannot support distributed multi-site a la IPCC IP WAN CallManager and Applications located at each site Up to 10,000 IP Phones per site 100+ sites Transparent use of PSTN if IP WAN unavailable CallManager Cluster Branch A Branch B CRS Contact Center

81 Migration Example Smooth Migration path from Traditional CC to IP Based Call Centre

82 Traditional basic Call Centre First Step: Build out AVVID Second Step: Integrate IP ICD / IP IVR PRI Public Switched Telephone Network Long Distance & Local Calls Voice-enabled Router QoS IP WAN SRST-enabled router PRI Integrated Platform Dialing Agent Ext CallManager Cluster IP ICD Agent Ext Agent Ext CRS Contact Center CTI Capable, IVR apps, Skills based routing, reporting

83 Traditional Call Centre Migration to IP Based Call Centre Services First Step: Build out AVVID Second Step: Integrate IP ICD / IP IVR PRI Public Switched Telephone Network Long Distance & Local Calls Voice-enabled Router QoS IP WAN Third Step: Train and Migrate Agents SRST-enabled router PRI Integrated Platform Dialing IP Agents Enabled CallManager Cluster IP ICD CRS Contact Center CTI Capable, IVR apps, Skills based routing, reporting

84 Complete Migration to IP Based Call Centre Services Public Switched Telephone Network Long Distance & Local Calls 1, 2, 3 First Step: Build out AVVID Voice-enabled Router QoS IP WAN SRST-enabled router Second Step: Integrate IP ICD / IP IVR CallManager Cluster IP ICD Third Step: Train and Migrate Agents IPAgents Enabled CRS Contact Center CTI Capable, IVR apps, Skills based routing, reporting

85 Thank You! THANK YOU FOR YOUR TIME TODAY.