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Cisco Unified Contact Center Express

Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express 8.0

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Cisco® Unified Communications Solutions unify voice, video, data, and mobile applications on fixed and mobile networks, enabling easy collaboration every time from any workspace.

Product Overview

For many businesses, the contact center is a strategic connection point with customers. Each positive customer experience supports corporate business objectives, such as increased sales and customer loyalty. But with the daily pressure to satisfy customer demands, it can be a challenge to keep contact center people and processes aligned with corporate business objectives - whether it is in sales performance or profitability. To manage these expectations, it is the contact center supervisor who must deliver. It is the supervisor's job to balance the goals of the business with the customer experience and agent behavior.

To help companies provide efficient, effective, customer-focused service in the contact center, supervisors must have the tools they need to manage team performance. Cisco Unified Workforce Optimization can help supervisors and other managers align contact center performance with business objectives by integrating workforce optimization within the team's daily workflow.

Cisco Unified Workforce Optimization, an optional set of software applications that supervisors can use in conjunction with Cisco Agent Desktop and Cisco Supervisor Desktop, empowers supervisors with information in real time and gives them the tools they need to evaluate and continually improve team performance and customer satisfaction.

Features and Benefits

Cisco Unified Workforce Optimization applications include Call Recording and Quality Management and Workforce Management software.

Cisco Unified Workforce Optimization Call Recording and Quality Management is a recording, compliance, and evaluation solution for agent performance optimization and dispute resolution - architected to meet the unique requirements of virtual contact centers.

Call Recording enables recording of contact center agents and other IP telephony users to meet compliance requirements or verification of business processes. At the same time, Quality Management helps monitor and measure the contact center's contribution to overall business objectives. In addition, Call Recording and Quality Management:

Improves agent knowledge through evaluations and feedback

Helps ensure customer satisfaction and loyalty

Improves business process and performance

Increases revenue and profitability

Helps resolve disputes quickly and accurately

Cisco Unified Workforce Optimization Workforce Management allows contact centers to manage their human capital resources. Managers can develop schedules for multiple sites, manage critical data and key performance indicators (KPIs), and manage real-time adherence of agents to their schedules. In addition, Workforce Management:

Provides consistent customer service levels and manages employee adherence

Improves customer loyalty and increases revenue

Delivers more efficient staff usage though effective scheduling

Improves contact quality by pinpointing the need for training and maintaining or reducing labor costs

Call Recording and Quality Management

The Call Recording and Quality Management component (Figure 1) of Cisco Unified Workforce Optimization is a highly scalable voice and screen call recording and quality evaluation solution that supports agents, knowledge workers, and supervisors at any location. Call Recording and Quality Management is available with any mix of the three user license types:

Call Recording: Enables 100-percent call recording of agents or knowledge workers for compliance and transaction verification and includes on-demand recording and archiving; it also includes the search and play application to find and play back recordings

Quality Management: Provides audio call recording, quality evaluations, performance dashboard, and reports

Advanced Quality Management: Includes all of the Quality Management functions plus screen recording during and after calls

Figure 1. Cisco Unified Workforce Optimization Quality Management Contact Player

Key features include:

Voice and screen recording

Live voice monitoring

Workflow-based contact recording

Configurable quality evaluation forms including mixed yes/no or 0-5 answer types, section and question level weighting, unlimited number of sections and questions

Easy categorization and feedback mechanisms

Up to 10 custom metadata fields, providing the ability to append important enterprise and customer data to recordings for easy search and retrieval

Control recording for manual start, pause and add metadata via Cisco Agent Desktop or Calabrio recording control browser or IP phone applications

Export calls in bulk for compliance and transaction verification via Calabrio Recording Export application

100-percent voice recording for compliance and transaction verification

Knowledge worker recording

Clear configurable and graphical reports

Role-based alerts to streamline evaluation workflows

Search capabilities let you locate recorded calls quickly and easily

Records exported files in .wav or Windows media formats

Flexible, reliable architecture (desktop, server or network-based, or any combination)

Web 2.0-based framework and user interface

Ease of implementation and use

Payment Card Industry (PCI) data security compliance

System monitoring and notification utility that can alert via email or through existing SNMP based network monitoring solutions; matches recording events to CDR records

The Call Recording and Quality Management software supports three recording methods:

Desktop recording: Software recording service executed on the recorded user’s PC.

Server recording: Uses monitoring and recording services running on a server connected to a Switched Port Analyzer (SPAN) port on the switch interconnecting the phones; the switch SPAN port replicates the phone ports IP packets and forwards them to the monitoring service for possible recording based upon computer telephony integration (CTI) events and the configured workflow.

Network-based Recording: Uses a recording server receiving telephony packets directed to it from the Built in Bridge on the recorded user’s IP phone under the direction of Cisco Unified Communications Manager and controlled by the recording workflow on the recording server processing the user’s CTI events.

For all recording types transactions of interest are selected and processed if they meet established business criteria.

Supervisors review and score the transactions against critical performance metrics, creating initiatives for quality improvements and training

Individual and team performance reports show trends that propel initiatives for quality improvement and training at the team and agent levels

Real calls can be used to create best-practice training modules for an existing agent coaching system.

Cisco Unified Workforce Optimization Call Recording and Quality Management 8.0 now include:

All new Web 2.0-based architecture and user interface, providing 100-percent web-based access (small desktop footprint), more personalized role-based views, and improved usability and supportability

Evaluation form enhancements, including adjustable question-level weighting, mixed response evaluations (that is, y/n and 0-5 range answers), question-level hints, and more

Enhanced graphical reports and additional flexibility for creating reports

Together with Cisco Unified Workforce Optimization Workforce Management and Cisco Supervisor Desktop, the Call Recording and Quality Management software streamlines the quality management process to help ensure that standards are being met and training and improvements are implemented when required.

Workforce Management

Part of the complete Cisco suite of customer interaction and workforce optimization software, Workforce Management provides the information supervisors need to schedule or forecast staffing to provide the highest level of customer service and make short- or long-term adjustments as required to maintain service levels.

When the average contact center spends 65 percent of its budget on human capital resources, balanced staffing can significantly influence customer service, customer satisfaction, efficiency, and costs. Yet workforce management can be complex for many contact centers - particularly smaller centers that cannot afford high-end packaged solutions.

Workforce Management offers simple integration; it is easy to learn and simple for managers and supervisors to use.

Key features include:

Forecasting and scheduling

Real-time adherence management

Agent access to schedules and shift trades

Multiskill agent queuing

Project scheduling

User interface that is 100-percent web browser-based

Role-based user dashboards

The Workforce Management component of Cisco Unified Workforce Optimization is an excellent solution for next-generation contact centers to:

Accurately forecast contact volume and distribution based upon historical trends

Schedule contact center personnel to meet target service levels based upon customized work-shift policies

Manage contact service levels through intraday dashboards and real-time adherence views

Apply unique business rules by channel type for multichannel contact center support

System Requirements

Server Requirements

Table 1 gives the server requirements for Monitor and Recording Services based on the number of users.

Table 1. Server Requirements for Monitoring and Recording Services for Cisco Unified Workforce Optimization, Quality Management

Monitoring and Recording Services and Server Capacities

Processor

Intel Celeron D 352 3.2 GHz

Intel Dual-Core Xeon3050 2.13 GHz

Intel 5140 Xeon 2.33GHz

2 x Intel 5140 Xeon 2.33 GHz

Memory

2GB

2GB

2GB

4GB

System Storage

40GB

Recording Storage

Varies by Usage

Cisco MCS Equivalent

MCS 7816

MCS 7825

MCS 7835

MCS 7845

Single-server Configuration with Co-resident Network or Server Recording

Maximum number of named users

450

900

1500

3600

Maximum number of concurrent agents/users

150

300

500

1200

Co-res Server-based recording (voice only)

0

40

70

100

Co-res Server-based recording (voice and screen)

0

20

35

50

Separate Network or Server Recording Capacities (in concurrent recorded calls)

Voice only

N/A

120

200

300

Voice Monitoring (network recording only)

N/A

80

130

200

Voice and Screen

N/A

60

100

150

Table 2 lists the application server requirements for Cisco Unified Workforce Optimization Workforce Management Server.

Table 2. Application Server Requirements for Cisco Unified Workforce Optimization Workforce Management Server

Cisco MCS or Equivalent

Cisco MCS 7835

Cisco MCS 7845

Server Configuration

Processor

Intel 5140 dual core

2x Intel 5140 dual core

Memory (RAM)

2 GB

4 GB

Maximum number of configured users

450

900

Maximum number of concurrent users

150

300

The application server software requirements for Cisco Unified Workforce Optimization Workforce Management and Call Recording and Quality Management include the following operating systems:

Windows Server 2003 R2

Vmware ESX Server

Microsoft SQL Server 2005

Windows Sever 2008. 32 bit

Microsoft SQL Server 2008 Standard edition

Quality Management PC Requirements

Table 3 outlines PC requirements for the Quality Management component of Cisco Unified Workforce Optimization.

Table 3. Call Recording and Quality Management Minimum Client Requirements

Component

Processor GHz

Memory GB

Free Disk Space GB

Operating system

XP

Windows 7 orVista

XP

Windows 7 orVista

Call Recording and Quality Apps

1.0

1.0

0.256

0.256

0.2

Desktop voice recording

0.5

1.0

0.256

1.000

1.0

Apps plus Desktop voice recording (CR or QM)

1.0

1.0

0.256

1.000

1.0

Apps plus screen recording (AQM)

1.4

2.0

1.000

2.000

1.0

Ordering Information

To order Cisco Unified Workforce Optimization, use the information in Table 5, which outlines all part numbers to order Cisco Unified Workforce Optimization for each version of Cisco Unified Contact Center Express.

Table 4. Ordering Information for Cisco Unified Workforce Optimization Software and Maintenance Components

Call Recording - Voice only recording

Quality Management Basic - Voice Only Recording & quality evaluation, dashboard and reports

Advanced Quality Management - Basic Quality Managment + Screen Recording

Workforce Management

Cisco Unified Contact Center Express 8.0.0 Part Number

Cisco Unified Contact Center Express 8.0.0 Part Number

Cisco Unified Contact Center Express 8.0.0 Part Number

Cisco Unified Contact Center Express 8.0.0 Part Number

Software license

CCX-80-CR-S1

CCX-80-QM-S1

CCX-80-AQM-S1

CCX-80-WFM-S1

Media kit

CCX-80-QM-MEDKIT

CCX-80-QM-MEDKIT

CCX-80-AQM-MEDKIT

CCX-80-WFM-MEDKIT

Software maintenance

CON-ESW-80CRS1

CON-ESW-80QMS1

CON-ESW-80AQMS1

CON-ESW-80WFMS1

Software subscription
1 year

UCSS-CR-1-1

UCSS-QM-1-1

UCSS-AQM-1-1

UCSS-WFM-1-1

Software subscription
2 years

UCSS-CR-2-1

UCSS-QM-2-1

UCSS-AQM-2-1

UCSS-WFM-2-1

Software subscription
3 years

UCSS-CR-3-1

UCSS-QM-3-1

UCSS-AQM-3-1

UCSS-WFM-3-1

Note: Cisco Unified Workforce Optimization applications are sold per named user, not concurrent user.

Cisco Services

Adapt to market changes while increasing productivity, improving competitive advantage, and delivering a rich-media experience across any workspace.

The combined strengths of Cisco and our partners provide a portfolio of services that can help you prepare your infrastructure for future changes aligning to long-term business goals. Together we can create innovative, network-centric architecture solutions resulting in a scalable and responsive foundation that can help you realize the full value of your IT and communication investment.

For more information about Cisco Unified Contact Center Services, please visit www.cisco.com/go/uccservices.

Summary

Cisco Unified Workforce Optimization software, including Call Recording and Quality Management and Workforce Management, can align your contact center business processes with business objectives by integrating workforce optimization within the team's daily workflow. Cisco Unified Workforce Optimization combines agent-desktop tools with 100-percent web-based workforce-optimization software to unify the entire customer interaction process for agents and supervisors.

The Cisco Agent Desktop enforces best practices by unifying agent productivity tools, automating transaction workflows, and facilitating team collaboration. The Cisco Supervisor Desktop integrates team coaching and collaboration tools with Cisco Unified Workforce Optimization Quality Management, Workforce Management, and performance management reporting components.

Cisco Unified Workforce Optimization allows supervisors and managers to take immediate action or plan evaluations and adjustments to optimize contact center team performance - leading to increased customer satisfaction and continuing the evolution toward a true Customer Interaction Network.

For More Information

For more information about the Cisco Unified Workforce Optimization, please visit http://www.cisco.com/en/US/products/ps8293/index.html or contact your local Cisco account representative.