Cisco Contact Centers

Part 1

2013 PSS Confidential

Cisco Contact Centers

There are three primary Cisco Contact Center
product offerings
UCCE Unified Contact Center Enterprise
CVP-based Queue & IVR
IPIVR-based Queue & IVR
12,000+ Agents per instance
Packaged CCE Packaged Contact Center
Enterprise
CVP-based Queue & IVR Only
Single Physical 2RU Server for all
Telephony and Contact Center software
1,000 Agents per instance
UCCX Unified Contact Center Express
Basic Contact Center, based on IPIVR
Up to 400 Concurrent Agents
2

Cisco Voice and Unified Communications

Voice Gateways / Integrated Services Routers
PSTN Connectivity
TDM: DS0, T-1, E-1, DS-3 Convert to SIP signaling and
G.711, G.729, and other CODECs
SIP provides security barrier and termination point
VXML Browser
SIP Proxy
DSP Resources
Network
PoE (Power over Ethernet) to power phones
QoS (Quality of Service) to prioritize voice
Unified Communications Manager (formerly Call Manager)
Phone Configurations, Dial Plans, Route Points, Music on Hold
Phones
Physical audio-only and Video
IP Communicator Softphone
3

Cisco Unified Contact Center Enterprise

UCCE and Packaged CCE are the same code base
Automatic Call Distributor (ACD)
ICM Provides the Core Scripting and Routing Engine
Historical Data Server Provides for Reporting
Requires a Prompting and Queuing System
Unified IPIVR IP Interactive Voice Response
OR
Unified CVP Customer Voice Portal
Agent Desktop (CTI)
Finesse
Cisco Agent Desktop
Adapters for Common CRM Packages (e.g. SF.com, Siebel)
Other Custom Integrations via API
4

Cisco Unified Contact Center Enterprise

IVR / Self Service
CVP Provides the Infrastructure for Robust Self Service
Applications
DTMF, Speech Recognition, and Text to Speech
Gateways (with VXML Browsers) Can Be Located Anywhere,
Core Servers Remain in Central Locations
Blended Outbound Dialing
Predictive, Progressive, Preview, Direct Preview
Retains Same Architecture, Additional Software Loaded and
Slightly Higher Server Count
Optional / 3rd Party ALI (Austin Logistics) OnQ and CallTech used to
manage dialer lists and provide best time to call

Cisco Unified Contact Center Enterprise

Multi-Channel
Email Interaction Manager
Advanced Email Routing and SLAs
Knowledge Base
Automatically Suggests Responses
Template Email Responses with Customer Name, Product
Names, etc.
Web Interaction Manager
Chat
Click to Call
Co-browse
System Blends Inbound and Outbound Voice, Emails, and Web
Interactions

Cisco Unified Contact Center Enterprise

Administration
Core IT Team Uses Native Tools
Moves, Adds, Changes, Deletes, Agent Re-Skilling all Handled
Through Permissions-based Cisco Unified Contact Center
Management Portal (CCMP)
Reporting Cisco Unified Intelligence Center (CUIC)
Real-time Reporting
Views
Tabular Dashboards
Historical Reporting
Quality Management / Call Recording All Third Party
NICE, Verint, Calabrio, others
Workforce Management All Third Party
NICE, Verint, Calabrio, others
7

Inbound Call with IPIVR

Instruct
Transfer to
Agent

Notification Call
has Arrived

Instruct IPIVR, Play

Q Announcement
Instruct Trans
to IPIVR
Route
Request
Agent
Available

Transfer to
IPIVR

Data to
Agent

Gateway

Route
Request

Screen Pop
Agent

Control

RTP

PSTN / Digital Voice

Inbound Call with CVP

VXML Documents
and Responses
Send to
VRU
Transfer to
Agent
Instruct IVR
Service

Translates Label DN
to IP Address of
Target VXML Gateway

New Call
Notification

SIP
Invite
Route
Request

SIP
Invite

SIP
Invite

Route
Request
Agent
Available

SIP
Invite

SIP
Invite

Successful Exit Path of

Send to VRU Node
Run Script Nodes to
Direct CVP by Sending
VXML

Screen Pop
Control

RTP

PSTN / Digital Voice

UCCE Architecture Core A

10

UCCE Architecture Core B

11

UCCE Architecture Remote Locations

12

Cisco Documentation
http://www.cisco.com
For all Unified Communications and Contact Center Products
Mouse over Products & Services
Click on Voice & Unified Communications
Click on View All Voice and Unified Communications Products
UCCE Design Guides
http://www.cisco.com/en/US/products/sw/custcosw/ps1844/prod
ucts_implementation_design_guides_list.html
CVP Design Guides
http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod
ucts_implementation_design_guides_list.html
Unified Communications Design Guides
http://www.cisco.com/en/US/products/sw/voicesw/ps556/produc
ts_implementation_design_guides_list.html
13

Questions
&
Discussion

14