Cisco Contact Center Enterprise 12.5 "what's new?" - Thorsten Schneider Consultant
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Cisco Contact Center Enterprise 12.5 „what‘s new?“ Thorsten Schneider Consultant
Webinar Series Spring 2020 www.bucher-suter.com/news/events/webinar-ciscocc/
-> Please share these webinars with colleagues
• Extensive functionalities with Cisco's smart omni-channel contact centers
• Live Vote! Your top 3 Omnichannel Desktop CRM Integration Challenges and how to approach them
• Home Office: Mobile Agent in Action
• What I need to know about bots
• March 24, 2020 | 08:00am
What's new in CCE 12
Learn more about Finesse 12.5 features. What is the SMC Cockpit? Do you already know the new “Cisco Analyzer” reporting engine?
• April 02, 2020 | 08:00am
What's new in the Cisco omnichannel suite?
What is Enterprise Chat and Email (ECE)? How can you extend Cisco ECE with more features?
• April 09, 2020 | 08:00am NEW
The combined power of Cisco and Google
• April 16, 2020 | 08:00am
News around SMC 7
Better understand where SMC can help you in your daily business as a supervisor. What is our Supervisor Management Console vision?
• April 23, 2020 | 08:00am NEW
Your own path and pace to the cloud with Cisco Contact Center
Explore the different public and private cloud options from the Bucher + Suter and Cisco cloud contact center portfolio.
• April 30, 2020 | 08:00am NEW
eGain Virtual Assistant – life in action!
• May 7, 2020 | 08:00am NEW
CRM Connects under the hood
• May 12, 2020 | NEW
CDX Day Online Event
Housekeeping
Session Content
o Please share these webinars with your customer service center colleagues
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New Finesse GUI Supervisor Management Cisco Analyzer
A.I. in Contact Center End of Life Information
Cisco Finesse Agent Desktop • webbased desktop • one desktop for all media • new design starting from CCE 12.0 • pop-up on top on incoming calls/tasks • customize the logo & title to the company name
New Cisco Finesse 12.5 • each module can be individually placed as a Gadget • in Finesse v.12.5 every agent can move the gadgets within one tab to his/her preference • layout is stored centrally, not based on browser cache • reset layout option is available • dial from state “Ready”
Finesse 12.5 Features
• shortcut support for:
• Agent State Changes
• Call Handling
• Desktop Chat
• Save Desktop ECC & PV Variables
• Tab Navigation
• Logout
• edit call variables in finesseWhat does provides Cisco Enterprise Chat and eMail (ECE) provide?
• Knowledge Base and the “SOVE” button • Chat escalation to a webRTC Voice/Video call using Cisco
• OneTag: tracking customer website activity Webex Teams
• Proactive Chat offer • Screensharing via Cisco Webex Teams
• eGain CoBrowse • To send chats from any Social Messenger or app to ECE
• eGain Virtual Assistant (Chatbot) • Whatsapp
• eGain Self Service/Guided Help on the website • Facebook Messenger
• eGain Secure Message Room for emails • Others….
• APIs for: Cisco and
eGain Others…
• Knowledge Base API
• ECE is part of the Cisco Premium Agent License and on-premise • Customer Interaction History on:
• ECE redundancy available • Chat Transcripts
• Fully integrated into the Cisco CCE Routing • eMail Communication
• Fully integrated into the Cisco CCE Reporting • Call Notes (requires additional license)
• Standard webchat (Chat from website/app to an agent)
• Standard eMail (emails from customer to agents via Exchange • Open API for:
POP3/IMAP) • Synchronize customer interactions with backend systems
• Multiple language support (EN, DE and others) • To customize the chat look and feel
• Connect „any“ chat plattform to ECE (Server Chat API)Add-on: Create a call note
Add-on: 360° customer view
DEMO Finesse & Calltrack
Supervisor Management Console • Webbased Desktop • SMC Cockpit • Multi Tenant • Multi Timezone • Callflow Switches • Announcement Management • Mass-reskilling • Audit Protocol
SMC Cockpit
Cisco Analyzer • New reporting engine for on-premise and cloud Cisco Contact Center • Provided as cloud service • Creation of dynamic pivot tables and heat-maps • Visualize customer journey
Analyzer Dashboard
Table View
Bar Graph Contacts
HandledNLU vs. Traditional IVRs
Menu based Traditional IVR Conversational IVRVoice Bot
using Microsoft LUIS connected via Audiocodes AI Gateway
Agent CTI Desktop
Escalate Call to
agent
Cisco CVP
with extracted
information from
Consolidated bot
Customer calling Routing &
Reporting Finesse
Cisco CCEVoice Bot
Customer Virtual Assistant
Agent CTI Desktop
Escalate Call to
agent
Cisco CVP
with extracted
information from
Consolidated bot
Customer calling Routing &
Reporting Finesse
Cisco CCEChatbot Framework
Translation Services NLP
Chatbot Orchestrator
SMS
CRM Agent CTI Desktop
Webchat“all-in-one” Social Messaging & Chatbot
Apple Business
Chat
Automated Service
Email
AI Guided Process
Secure Messaging Knowledge Base
Facebook Messaging Intent
Hub Escalate Hand off
Messenger Classification Response
to Human to AI
Assistance
Twitter DM
Agent Assisted
SMS Service
Whatsapp
Social Messaging ChatbotAdd-on: Chat
translational services
using Google
Translation cloud
servicesCo-Browse (cloud add-on) • Use a code to establish a co-browse session • Agent and customer can browse the companies website • Both can fill-in a web form • Agent can be limited to press “submit” buttons and/or remove credit card Information
Co-browse in Finesse
Provide a Co-browse Link
Co-browse session
with agent and
customerCo-browse session with agent and customer and WebRTC video
Cisco Smart Licensing Transport
Gateway
Direct cloud access
or via HTTP Proxy
Cisco Smart
Software Manager
Redesigned innovative licensing
starting CCE v.12.5
CC Setup
• Unified licensing model across all Cisco
products, designed with the customer in mind
Offline
• Allows customers to know what they have
purchased and what’s being used in real time
Monthly
• Your products are registered to the Virtual Inventory
on-premises satellite
Update CSSM Portal
Account and checked for compliance
Access through
Cisco Software Usage
• Licenses are not tied to a product instance/node Device Name Usage
Cisco UCM
• There are no PAK/license files on the product, Manage
CER
UxCN
making activation simpler and quicker Smart Licenses
Software Router
Manager
satellite GatewaySmart Licening: What is affected?
• Starting CCE v.12.5 for new & existing customers
• CVP Ports can be shared between multiple CVP servers
• With CUCM 12.0:
• CUCM Licenses
• With CCE 12.5:
• Agent License, Dialer Port License, CVP LicenseEOM/EOL Announcement
Product Version EOM EOL
Cisco Gateway 2900 & 3900 Series Dec. 2020 Dec. 2022
UCCE, PCCE Version 11.0 April 2019 April 2021
Version 11.5 Oct. 2019 Oct. 2021
Version 11.6 Sept. 2021 Sept. 2023
CUCM Version 11.0 Aug. 2018 July 2020
CVP Version 11.0 April 2019 April 2021
b+s Fusion Version 2.x Oct. 2019 Oct. 2020
b+s Phone Agent Version 2.5 Sept. 2020 Sept. 2021
b+s SMC Version 5.4 July 2018 July 2019
Version 6.7 May 2020 May 2021
b+s Reporting Package Version 2.6 Feb. 2020 Feb. 2021Next Webinars www.bucher-suter.com/news/events/webinar-ciscocc/
-> Please share these webinars with colleagues
• April 02, 2020 | 08:00am
What's new in the Cisco omnichannel suite?
What is Enterprise Chat and Email (ECE)? How can you extend Cisco ECE with more features?
• April 09, 2020 | 08:00am NEW
The combined power of Cisco and Google
• April 16, 2020 | 08:00am
News around SMC 7.0
Better understand where SMC can help you in your daily business as a supervisor. What is our Supervisor Management
Console vision?
• April 23, 2020 | 08:00am NEW
Your own path and pace to the cloud with Cisco Contact Center
Explore the different public and private cloud options from the Bucher + Suter and Cisco cloud contact center portfolio.
• April 30, 2020 | 08:00am NEW
eGain Virtual Assistant – life in action!
• May 7, 2020 | 08:00am NEW
CRM Connects under the hood
• May 12, 2020 NEW
CDX Day Online EventYou can also read
