Cisco Unified Contact Center Express d Cloud CAD

アジェンダ Cisco Unified Contact Center Express　復習 • 役割の進化 • d. Cloud • CAD Cisco Unified Contact Center Express 11. 5 • エージェント • スーパーバイザ • パッケージ Cisco Media. Sense 11. 5 • 概略 • 11. 5 新機能 © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2

アジェンダ Cisco Unified Contact Center Express　復習 • 役割の進化 • d. Cloud • CAD Cisco Unified Contact Center Express 11. 5 Cisco Media. Sense 11. 5 © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3

d. Cloudで学ぶ Cisco Unified Contact Center Express最新機能 • d. Cloud Cisco Collaboration 11. 0 v 1/10. 5 v 1 • • 10分間でゼロからエージェント作成 マルチチャネルカスタマーサービスの提供 11. 0 v 1 アウトバウンドコールキャンペーンおよびWebベースのビデオコールで エージェントの稼働率を向上させる • © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential https: //communities. cisco. com/docs/DOC-52558 5

d. Cloudで学ぶ Cisco Unified Contact Center Express最新機能 Cisco Unified Contact Center Express 10. 6 v 2/ 11. 0 v 1 • Cisco Finesseデスクトップを使った一次対応完了率の向上 • Finesse を導入したRock Coast Riders （自転車ショップ） • オムニチャネルコミュニケーション • コンテキストサービスを利用したオムニチャネル • Remote Expert ブランチ • Remote Expert キオスク • Remote Expert モバイル https: //communities. cisco. com/docs/DOC-52558 https: //dcloud-cms. cisco. com/demo/cisco-unified-contact-center-express-11 -0 -v 1 © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6

CAD End-Of-Life サマリー • Unified CCX 10. 6はCADが利用可能な最後のバージョンです 16 Jan 2015 15 July 2016 Eo. L announcement End of SW Maintenance 31 July 2018 End of Support © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7

CAD to Finesse Migration Tool Global & Workflow Group Not Ready Reason Codes Global & Workflow Group Logout Reason Codes Global & Workflow Group Wrapup Codes Global & Workflow Group Phone Book Contacts Global & Workflow Group Phone Books Workflow Group Start Recording Actions Workflow Group HTTP Actions https: //developer. cisco. com/site/finesse/downloads/cad-to-finesse/index. gsp © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8

アジェンダ Cisco Unified Contact Center Express　復習 Cisco Unified Contact Center Express 11. 5 • エージェント • スーパーバイザ • パッケージ Cisco Media. Sense 11. 5 © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9

アジェンダ Cisco Unified Contact Center Express　復習 Cisco Unified Contact Center Express 11. 5 • エージェント • スーパーバイザ • パッケージ Cisco Media. Sense 11. 5 © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10

インフラストラクチャ © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12

インフラストラクチャ Desktop Internet Explorer 10/11 Firefox Chrome Windows 7/8. 1/10 Mac OS X Finesse Email Exchange 2010/2013/2016 Office 365 © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13

シングルサインオン © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14

Cisco Unified Contact Center Express 11. 5 Id. S - Identity Server Id. P – Identity Provider Explicit Initial Trust Agreement SP – Service Provider Token. Info et a en n Id. S k To io at a e n Us ke To G tic en th Au ct t re en i d In eem r Ag Users Resource Server e. g. Finesse Authorization Server Client © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15

Single Sign-On • Agents, Supervisors, CCX 管理者画面 • Finesse上のシスコのガジェット • サードパーティ: ガジェット提供者に依存 © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16

SSO: Authentication and Login © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17

Single Sign On in CCX 11. 5 • Identity Providers (Id. P) • • Single Id. P: ADFS Identity Service (Id. S) CCXに内蔵 • High Availability (Active-Active) • • Finesse IP Phone Agentは未対応 モード UCCX Non-SSO ○ Hybrid × © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18

通知機能 © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19

Finesse: Incoming Contact Notification Voice, Email, Chat © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 20

Context Service © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 21

http: //cisco. com/go/contextservice Context Service “クラウド”ベース　顧客データ オムニチャネル サービス展開 Social Media Email Chat Customer Journey Phone SMS IVR Retail Mobile Web Io. E Cisco Customer Collaboration Platforms ü 顧客の履歴参照 ü エージェントへの情報展開 ü シスコプラットフォーム以外とのイン テグレーション ü パートナーアプリと統合可能なオー プンWebインターフェイス Partner Applications © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 23

Context Service for Web Chat and Agent Email Context Service update me sto Cu 2. 3. PO Dc r lo rea tio ok up n 5. POD and lookup Social. Miner Context Gadget on Finesse 1. Chat/Email Contact 4. Contact Injected Unified CCX © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 24

Cisco Unified Contact Center Express 11. 5(1) エージェント スーパーバイザー パッケージング サマリー © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 25

アジェンダ Cisco Unified Contact Center Express　復習 Cisco Unified Contact Center Express 11. 5 • エージェント • スーパーバイザ • パッケージ Cisco Media. Sense 11. 5 © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 26

レポート © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 27

レポート: ユーザ体験 CUIC 11. 5のUIモダン化 • レポートの検索 • お気に入りフィルタ © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 28

レポート: ユーザ体験 ナビゲーション 検索 お気に入り © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 29

レポート: スーパーバイザー　電子メールの追加 • スーパーバイザーのライブデータレポート • Email Agent Statistics Report • CSQ Agent Statistics Report © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 30

レポート：Email Live Data • Email Agent Statistics Live Data report • Email CSQ Summary Live Data report © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 31

レポート: 新しいヒストリカルレポート • Contact Service Queue Activity by Window Duration • Reason Code Reports • Agent All Fields Report • CSQ All Fields Report © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 32

レポート: CSQ Activity by Window Duration © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 33

レポート: Reason Code Reports By Agent By Reason Code © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 34

アジェンダ Cisco Unified Contact Center Express　復習 Cisco Unified Contact Center Express 11. 5 • エージェント • スーパーバイザ • パッケージ Cisco Media. Sense 11. 5 © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 35

License CCX ライセンスモデルの変更 Solution Feature 現在 Predictive Outbound 新規 Optional Included Preview Outbound Advanced IVR Email and Web Chat Social. Miner CUIC Premium for off-box CUIC HA Optional In 25 seat Bundle* In 25 seat bundle* Finesse Desktop Context Service ( new with 11. x) Finesse IPPA Routing Reporting – CUIC STD Basic IVR Standard Enhanced Premium © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential http: //www. cisco. com/c/en/us/partners/tools/collaboration-ordering-guides. html 36

アジェンダ Cisco Unified Contact Center Express　復習 Cisco Unified Contact Center Express 11. 5 Cisco Media. Sense 11. 5 • 概略 • 11. 5 新機能 © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 37

まとめ © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 40

Unified Contact Center Express & Media. Sense Chat ソーシャル Email ビデオ Workforce Optimization Voice レポート Finesse Context Service レコーディング API 仮想化 エコシステム © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 41