Top 10 Cisco Contact Center Use Cases by

Top 10 Cisco Contact Center Use Cases by 2 Ring Lyall. Shepperd@2 Ring. com VILCCT-1008 #CLUS

#10 Automated State Changes 1. When placing outbound calls there was a lack of visibility. Used a workflow that would set state to “Not. Ready Outbound", and when the call was released agent is placed back to Ready 2. Dynamically Extending Wrap-Up Period 3. Log everyone out after 5 PM Every @Cisco. CC Needs 2 Ring. . www. 2 Ring. com

#9 Call Triaging with Action 3 1. Medical scripting with transfer 2. Gather intake information and e-mail intake specialist or attorney Every @Cisco. CC Needs 2 Ring. . www. 2 Ring. com

#8 Buttons and Buttons Again 4 1. Panic Button Form 2. Submit New Request Form (replacing Share. Point Forms) 3. Healthcare Buttons / Code red Automation 4. Open gates at a car parking lot 5. One click conference call setup 6. Agent state change with single click 7. Extend Wrap-Up Time 8. Bookmarks Every @Cisco. CC Needs 2 Ring. . www. 2 Ring. com

#7 Address Books with No Limits 5 1. Synced address books – unlimited number of contacts from multiple data sources (LDAP/AD, CUCM, Exchange, Lotus Notes, SQL DBs, csv files) available for agents to search (without the need to place a caller on hold) 2. Manually managed address books 3. Agent personal address books - agents can create their own address books 4. 2 Ring Generic SQL connector can query address book for caller look ups 5. See presence status (CUPS) of contacts Every @Cisco. CC Needs 2 Ring. . www. 2 Ring. com

#6 Cisco Finesse = Attendant Console 6 1. Address Books with no Limits (see previous use case) 2. Buttons to Transfer the Caller 3. Call Picking / Parking (UCCX only) to select which call the operator takes next or to park calls during busy periods 4. Multiple set of Speed Dials with different actions 5. Integration with CUPS to show presence of backoffice workers 6. Texting Integration (Web. Text, . . ) 7. Paging Integration (Note. Page, . . ) Every @Cisco. CC Needs 2 Ring. . www. 2 Ring. com

#5 Intelligent CRM Screen-Pops 7 1. Supports lookups in multiple systems at the same time 2. Pop-ups the right system depending on what kind of call / interaction it is 3. Hospital Admit Discharge Integration - Simple screen that hospital operators can use to lookup a patients by name and find location details and the patient 4. Button to Warm & Cold Transfer the caller Every @Cisco. CC Needs 2 Ring. . www. 2 Ring. com

#4 User Friendly Realtime Reporting 8 1. See a sample layout at www. 2 Ring. com/Try. It 2. Watch the episode we recorded here on Tuesday at www. 2 Ring. com/Deathmatch Every @Cisco. CC Needs 2 Ring. . www. 2 Ring. com

#3 www. 2 Ring. com Stay on Top Alerts 1. Calls in Queue – combine multiple metrics, such as number of calls in queue and longest waiting call is over x seconds 3. Approaching Handle Time – help agents achieve their talk time targets 4. Cumulative Not Ready for the Day – help agents achieve Not. Ready targets 5. Use Toast Notifications for Ready / Not. Ready Buttons - agent always know state 6. Pick a Wrap-Up Code Reminders 7. Queue Long Wait Time Apology 8. Personalized Opening Sentence – based on hour, queue, IVR selection, # called, agent's name, … 9 9. Severity 1 (life threatening emergency) call in queue. On UCCX, when the agent click the toast notification the current caller is parked and the agent can select the Severity 1 call for answer. Every @Cisco. CC Needs 2 Ring. . 2. RONA – agent and supervisor can receive a Toast Notifications with a clickable actions, such Go Ready

#2 Omnichannel 1. Customer Details & List of Previous Interactions in One Place 2. Support for multi-match scenarios 3. CRM integrated – auto activity/interaction record creation in selected system(s) 4. BOT integration for automated handling of UCCX chat sessions 5. Texting integration with UCCX 6. Automated cc-ing or bcc-ing additional parties in UCCX emails 10 Every @Cisco. CC Needs 2 Ring. . www. 2 Ring. com

#1 Supervisor Cockpit 11 1. Searchable List of Agents from Multiple Teams 2. Agents Grouped by Teams / Queues / Skill. Groups 3. Searchable Calls History 4. State History with 3 Types of Groupings 5. Current call details 6. Current chat session content (UCCX only) 7. Current email content (UCCX only) 8. Customer Satisfaction with Agent (2 Ring Staffino Feedback Service) 9. Per Team Grids showing many metrics using Dashboards & Wallboards 10. Agent Reskilling (Agent Self-skilling Option) 11. Access to Contacts from the back office / external chat with IM Button (Jabber, Skype, Hangouts, Slack, Teams, . . ) 12. And much more Every @Cisco. CC Needs 2 Ring. . www. 2 Ring. com

Questions OFFICE MOBILE EMAIL ADDRESS EMEAR PHONE EMAIL WWW ADDRESS Americas & APAC Links to Remember PHONE EMAIL WWW Michal Grebáč Strategic Sales & Marketing Director +1 (916) 282 -9514 +1 (916) 514 -3355 mgrebac@2 Ring. com Thijs Koolaard Channel Development Manager +421 (2) 5822 4471 +421 (918) 858056 Thijs. Koolaard@2 Ring. com Galvaniho 15/C 821 04, Bratislava, Slovak Republic +421 (2) 5822 -4550 info@2 Ring. com www. 2 Ring. com Peter Kolenič Channel Director, EMEAR +421 (2) 5822 4379 +421 (903) 500 494 pkolenic@2 Ring. com 3626 Fair Oaks Blvd. Suite 100 Sacramento, CA, 95863, USA +1 (916) 426 -3790 Info-na@2 Ring. com www. 2 Ring. com Tom Mc. Cain Director of North American Sales +1 (480) 255 -7500 tmccain@2 Ring. com GADGETS Product Site System Requirements Simplified 2 Ring. com/GADGETS. . 2 Ring. com/System. Requirements. .

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