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July 9, 2015
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Speakers
Adam Mermel
Anil Verma
Product Manager
Product Manager
Q&A Managers
Bonnie Ho, Marketing Manager
Josh Paulson, Engineer
Ken Rehor, Product Manager
Agenda
1. Business Opportunities
2. Hosted Collaboration Solution (HCS) for Contact
Center Overview
3. Service Management
4. Roadmap
5. HCS and Unified Contact Center Express (CCX)
6. Summary
Business Opportunities
CCaaS Revenue
$1,200
0.8
$400
0.5
$700
$854
$1,006
Improve Productivity
0.7
$800
1.2
Millions
$1,600
$1,174
0.4
CCaaS Agents
Millions
Increase Profitability
$0
0.0
2014
2015
Revenue
2016
2017
Agents
Cloud is Here!
25.1%
18.8%
1.1%
CCaaS is taking
market share from
on-premise platforms
Businesses must
participate in cloud
delivery or risk losing
market share
Hosted Collaboration
Solution for Contact Center
Overview
Collaboration
Applications
Customer
Collaboration
(Contact Center)
Telepresence
Solution
Recording (MediaSense)
desktop
Outbound
support*
CUCM-based Silent
Monitoring
Multi-Channel (EIM/WIM)
support
Enhanced Service
Assurance*
Small HW footprint*
Agent Greeting
Customer partitioning*
Whisper Announcement
Silent Monitoring
IVR / Carrier
Integration
Third-Party Integration
Recording
Queuing
Wallboards
Self-Service
Workforce Management
ASR/TTS
Database Integration
Report Server
CRM Integration
DTMF
Carrier Integration
G.711 ulaw
G.711 alaw (native)
G.729a Codec
support*
Mobile Agent
Avaya PG Support*
Unified CCE
Data Server
Side A
Router, PG,
CG, CTIOS
Logger, AW
Unified CVP
Server 1A
Unified CVP
Server 2A
Call Server,
VXML Server,
Media Server
Unified
Intelligence
Center
Publisher
Call Server,
VXML Server,
Media Server
Private
Network
Highly
Available
Public
Network
Finesse
Primary
Unified
Communications
Manager
Publisher
Unified
Communications
Manager
Subscriber 1
Unified CVP
Reporting
Options
Features/options
available on core server
Unified CCE
Call Server
Side B
Unified CCE
Data Server
Side B
Router, PG,
CG, CTIOS
Logger, AW
Unified CVP
Server 1B
Unified CVP
Server 2B
Call Server,
VXML Server,
Media Server
Call Server,
VXML Server,
Media Server
Unified
Intelligence
Center
Subscriber
Finesse
Secondary
Unified CVP
OAMP
Core component
integrated options
Options
Optional Cisco
components
Whisper
Announcement
Database
Integration
Agent
Greeting
Outbound
Dialer
Mobile
Agent
Post Call
Survey
Local Trunk
Precision
Routing
Features/options
requiring setup on
separate hardware
Unified
Communications
Manager
Subscriber 2
Courtesy
Callback
AW / HDS / DDS
Speech
Span-based
Monitoring
Recording
Unified WIM
and EIM
Wallboard
Remote Silent
Monitoring
Workforce
Management
MediaSense
Unified SIP
Proxy
Referenced model
Reference
Configuration (TRC)
and spec based
hardware
VRU PG
Side A
Agent PG
1A
B
l
a
d
e
AW / HDS /
DDS-1
CVP
Server 1
A
1
CVP
Server 5
Agent PG
2A
CVP
Server 2
CVP
Server 7
UCM
Publisher 3
Finesse
Publisher 1
UCM-TFTP/MOH
Subscriber 1
CVP Reporting
Server 1
UCM
Subscriber 7
Finesse
Publisher 2
CUIC
Subscriber 1
CVP
Server 9
A
3
Agent PG
1B
CVP
Server 3
UCM
Publisher 1
A
2
Private
Network
AW / HDS /
DDS-3
CUIC
Publisher
UCM
Subscriber 5
Rogger
Side B
AW / HDS /
DDS-2
UCM
Publisher
CVP
Server 13
Highly
Available
Public
Network
CVP
Server 6
B
l
a
d
e
B
1
VRU PG
Side B
Courtesy
Callback
Whisper
Announcement
Agent PG
2B
Database
Integration
Agent
Greeting
AW / HDS /
DDS-4
Outbound
Dialer
Mobile
Agent
CVP
Server 4
Post Call
Survey
Local Trunk
CVP
Server 8
Precision
Routing
CVP
OAMP
CUIC
Subscriber 2
UCM
Subscriber 2
UCM
Subscriber 4
UCM
Subscriber 6
Finesse
Subscriber 1
B
2
UCM-TFTP/MOH
Subscriber 2
CVP
Server 11
CVP
Server 10
CVP
Server 15
CVP
Server 14
CVP Reporting
Server 2
B
3
Features/options
available on core server
Features/options
requiring setup on
separate hardware
UCM
Subscriber 8
AW / HDS / DDS
Speech
Finesse
Subscriber 2
Span-based
Monitoring
Recording
CUIC
Subscriber 1
Unified WIM
and EIM
Wallboard
CVP
Server 12
Remote Silent
Monitoring
Workforce
Management
CVP
Server 16
MediaSense
Unified SIP
Proxy
Core component
integrated options
Optional Cisco
components
of blades is also
needed when sum
of agent and IVR
calls exceed 3600
Optional thirdparty components
UCCE
Router A
CUIC
Publisher
CVP Reporting
Server A
Blade A2
UCCE
HDS-DDS A
CCE
AW-HDS 1 A
CCE
AW-HDS 2 A
CUIC
Subscriber 2
CUIC
Subscriber 4
Blade B1
CCE
AW-HDS 3 A
UCCE
Logger B
UCCE
Router B
CUIC
Subscriber 1
CVP Reporting
Server B
Blade A4
Blade A3
CVP
Server 1 A
CVP
Server 2 A
Finesse 1
Primary
CVP
Server 3 A
CVP
Server 4 A
UCM 1
Publisher
UCM 1
Subscriber 1 A
UCM 1
Subscriber 2 A
CVP
Server 5 A
UCM 1
Subscriber 3 A
UCM 1
Subscriber 4 A
Blade A5
Blade A6
CVP
Server 9 A
CVP
Server 10 A
UCM 2
Subscriber 1 A
UCM 2
Subscriber 2 A
CVP
Server 6 A
CVP
Server 7 A
UCM 2
Publisher
CVP
Server 8 A
UCCE
Agent PG 2 A
UCCE
VRU PG 1 A
UCM 2
TFTP-MOH A
Blade A7
Private
Network
Precision
Routing
Mobile
Agent
CUIC
Subscriber 5
Database
Integration
Whisper
Announcement
Local
Trunk
Blade B4
Outbound
Dialer
Agent
Greeting
Post Call
Survey
CCE
AW-HDS 2 B
CUIC
Subscriber 3
CCE
AW-HDS 3 B
UCCE
Agent PG 1 B
CVP
Server 1 B
CVP
Server 2 B
Finesse 1
Secondary
CVP
Server 3 B
CVP
Server 4 B
CVP
OAMP
UCM 1
Subscriber 1 B
UCM 1
Subscriber 2 B
CVP
Server 5 B
UCM 1
Subscriber 3 B
UCM 1
Subscriber 4 B
UCCE
Agent PG 3 B
Blade B6
CVP
Server 9 B
CVP
Server 10 B
UCM 2
Subscriber 1 B
UCM 2
Subscriber 2 B
UCM 2
TFTP-MOH B
Blade B5
Highly
Available
Public
Network
Courtesy
Callback
CCE
AW-HDS 1 B
UCM 1
TFTP-MOH B
UCCE
Agent PG 3 A
Finesse 2
Primary
Blade B2
UCCE
HDS-DDS B
Blade B3
UCCE
Agent PG 1 A
UCM 1
TFTP-MOH A
Features/options
available on core
server
Finesse 2
Secondary
CVP
Server 6 B
CVP
Server 7 B
CVP
Server 8 B
UCCE
Agent PG 2 B
UCCE
VRU PG 1 B
Blade A8
Blade B7
CVP
Server 12 A
Finesse 4
Primary
CVP
Server 14 A
CVP
Server 15 A
Finesse 3
Secondary
CVP
Server 11 B
CVP
Server 12 B
Finesse 4
Secondary
CVP
Server 14 B
CVP
Server 15 B
CVP
Server 13 A
UCM 2
Subscriber 3 A
UCM 2
Subscriber 4 A
CVP
Server 16 A
UCCE
Agent PG 4 A
UCCE
VRU PG 2 A
CVP
Server 13 B
UCM 2
Subscriber 3 B
UCM 2
Subscriber 4 B
CVP
Server 16 B
UCCE
Agent PG 4 B
UCCE
VRU PG 2 B
Blade A10
CVP
Server 17 A
CVP
Server 18 A
Finesse 5
Primary
CVP
Server 19 A
CVP
Server 20 A
UCM 3
Publisher
UCM 3
Subscriber 1 A
UCM 3
Subscriber 2 A
CVP
Server 21 A
UCM 3
Subscriber 3 A
UCM 3
Subscriber 4 A
Finesse 6
Primary
CVP
Server 22 A
CVP
Server 24 A
UCCE
Agent PG 6 A
UCM 3
TFTP-MOH A
Unified SIP
Proxy
Wallboard
Speech
Workforce
Management
Recording
Core component
integrated options
Optional Cisco
components
Optional third-party
components
Blade B10
Blade B9
UCCE
Agent PG 5 B
CVP
Server 17 B
CVP
Server 18 B
Finesse 5
Secondary
CVP
Server 19 B
CVP
Server 20 B
UCM 3
Subscriber 1 B
UCM 3
Subscriber 2 B
UCM 3
TFTP-MOH B
CVP
Server 21 B
UCM 3
Subscriber 3 B
UCM 3
Subscriber 4 B
CVP
Server 23 A
Finesse 6
Secondary
CVP
Server 22 B
CVP
Server 23 B
UCCE
VRU PG 3 A
CVP
Server 24 B
UCCE
Agent PG 6 B
UCCE
VRU PG 3 B
MediaSense
Span-based
Monitoring
Remote Silent
Monitoring
Blade B8
CVP
Server 11 A
Blade A9
AW / HDS
/ DDS
Finesse 3
Primary
UCCE
Agent PG 5 A
Features/options
requiring setup on
separate hardware
Blade A11
Blade B11
VRU PG Side A
A
1
Private
Network
AW/HDS/DDS-2
Rogger Side B
Features/options
available on core server
VRU PG Side B
B
1
Courtesy
Callback
Whisper
Announcement
Database
Integration
Agent
Greeting
Outbound
Dialer
Mobile
Agent
CUIC Subscriber
Post Call
Survey
Local Trunk
CVP Server 10
Precision
Routing
AW/HDS/DDS-3
AW/HDS/DDS-4
CVP OAMP
CVP Server 1
CVP Server 5
CVP Server 3
A
2
Highly Available
Public Network
CVP Server 7
CVP Server 13
CVP Reporting 1
CVP Server 11
A
3
CVP Server 15
CVP Server 14
All are ISR G2
(VXML, DSP)
Ingress Gateways
Optional
CVP Server 4
B
2
CVP Server 6
CUIC Publisher
CVP Server 9
CVP Server 2
CVP Reporting 2
CVP Server 8
CVP Server 12
B
3
CVP Server 16
Optional
Features/options
requiring setup on
separate hardware
Sub Customer
1
Publisher
Primar
Side
A
UCM
Agent
e
Agent PG
UCM UCM
yFinesse
Subscribe
PGSide
SideA
Finess
Sub
Customer
Publisher
Primar
Publisher
Primary
r
A PG
UCM
e y
Agent
Finess
Customer
Sub Sub
Customer
10
Publisher
Primar
Side
A
UCM
Agent
e
Agent PG
UCM UCM
yFinesse
Subscribe
PG
Side
Finess
Sub Customer
10 Side A
Publisher
Primar
Publisher
Primary
r
A PG
UCM
e y
Agent
Sub Customer
10 Side A
Publisher
Primar
UCM
Agent
UCM
Finesse
Subscribe y
PG Side
Publisher
Primary
r
A
AW / HDS / DDS
Speech
Span-based
Monitoring
Recording
Utilizes Departmental
capabilities to support multitenant deployments
Customer
BladePG
UCMInstanceeSide BAgent
Private
Network
Highly Available
Public Network
Finess
Sub Customer
Publisher
Primar 1
Side A
Customer
BAgent
Blade
UCMInstancee Side
PG1
y
Finess1
Customer
SubSub
Customer
Publisher
Primar
Side A
Agent
UCMUCM Finesse
PG PG
y e Agent
Finess
Sub
Customer
Publisher
Primar
Subscriber Secondary
SideSide
B A
UCM
e y
Agent PG
Finess
Customer
Sub Sub
Customer
10
Publisher
Primar
Side A
Agent
UCMUCM Finesse
PG PG
y e Agent
Finess
Sub
Customer
Publisher
Primar 10
Subscriber
Secondary
SideSide
B A
UCM
e y
Agent PG
Sub Customer
Publisher
Primar 10 Side A
UCM
Finesse
Agent PG
y
Subscriber Secondary
Side B
Unified WIM
and EIM
Wallboard
Remote Silent
Monitoring
Workforce
Management
MediaSense
Unified SIP
Proxy
Core component
integrated options
Optional Cisco
components
Global Deployment
Single contact
center available
world-wide
Side B
Side A
Side B
Private
Network
Private
Network
Max
400ms
RTT
Public
Network
Public
Network
Reduced
deployment costs
by eliminating
multiple customer
instances
HCS-UCM can be
Max 200ms
RTT
Max 200ms
RTT
50
Agents
100
Agents
Site 1
VXML
Gateway
PSTN
Site 3
Site 2
Remote
VXML
Gateway
VXML
Gateway
PSTN
located in a
centralized/remote
data center or
customer premise
PSTN
e.g. APAC
components can be
B-series or C-series
Product Comparison
Feature
Packaged CCE
CCE SRND
Same as UCCE/CVP
Same as UCCE/CVP
UCCE/CVP or UCCE/IPIVR
Deployment Models
No pre-configured models
Hardware
C-Series
B- or C-Series
Additional Options
Pre-configured options
Pre-configured options
No pre-configured options
Configuration
Desktop
Finesse, CTIOS
Finesse, CTIOS
Management
Third-party add-ons
Third-party add-ons
Pricing
Avaya PG Support
Service Management
Link Status
Device Status
Device
Performance
I like itit looks realistic, as an engineer this is what I would
draw
Cisco Escalation Team
Roadmap
Roadmap
HCS-CC 11.0*
Future*
Q4 CY15
Virtualized VoiceXML
browser
11.0 CC feature set
Open Social Gadgets UI for
CCDM
Small Contact Center
Customer Phase II
Shared CUCM support
Optimized hardware
footprint
C-Series Server support for
support
* Features are not committed; HCS-CC 11.0 will run with HCS 10.6.x
Single Sign-on
App Gateway Support
3rd party VRU support
Small Contact Center Phase
III
SocialMiner support
Virtualized CUSP support
Optimized 12K deployment
model
Thousands
40 Agents
$250
$198
$200
$35
$149
$150
$111
$100
$64
$36
$35
$74
$50
$64
$100
$39
$0
$12
CCaaS SCC
Infrastructure
CCaaS
Product
UCCX
Maint.
Note: All prices shown are list. SWSS included for three years. HCS tier pricing is at Tier 3. 500-Agent deployment model utilized for CCaaS infrastructure. Does not include
costs related to hiring a system administrator to manage UCCX as an on-premise solution. CCaaS does not require a customer premise based system administrator as it is
maintained by the service provider.
Thousands
150 Agents
$600
$488
$500
$450
$396
$400
$130
$133
$130
$300
$240
$200
$278
$240
$100
$118
$0
$39
$26
CCaaS SCC
Infrastructure
CCaaS
Product
UCCX
Maint.
Note: All prices shown are list. SWSS included for three years. HCS tier pricing is at Tier 3. 500-Agent deployment model utilized for CCaaS infrastructure. Does not
include costs related to hiring a system administrator to manage UCCX as an on-premise solution. CCaaS does not require a customer premise based system
administrator as it is maintained by the service provider.
Thousands
200 Agents
$700
$600
$621
$587
$523
$173
$500
$178
$173
$400
$300
$200
$320
$370
$320
$100
$128
$0
$39
$30
CCaaS SCC
Infrastructure
CCaaS
Product
UCCX
Maint.
Note: All prices shown are list. SWSS included for three years. HCS tier pricing is at Tier 3. 500-Agent deployment model utilized for CCaaS infrastructure. Does not
include costs related to hiring a system administrator to manage UCCX as an on-premise solution. CCaaS does not require a customer premise based system
administrator as it is maintained by the service provider.
Important Notes:
Certain CCX features are not
available with HCS; Please see
HCS documentation
CCX is not integrated with
HCS for Service Fulfillment
and Service Assurance
There is no roadmap for the
above items
Summary
Key Takeaways
Cloud is here
$1.17 B Contact Center as a Service market opportunity
First full collaboration portfolio in the Cloud
Same Contact Center experience as Enterprise
A key focus and investment for Cisco
Differentiated services provide economic and competitive
advantage
Anil Verma
Cisco MediaSense Product Manager
July 09, 2015
Cisco Confidential
36
Compliance Recording
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Regulations, Business Practices, Security
Video Streaming
Video On Hold, Video In Queue, Video Greetings
Quality Monitoring
Agent Rating, Analytics, Transcriptions
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