Q. What is new for contact centers with this launch?
A. Cisco Systems® is announcing several new products: Cisco® Unified Contact Center Express (formerly Cisco IP Contact Center [IPCC] Express) Version 4.5 and Cisco Unified Contact Center Enterprise (formerly Cisco IPCC Enterprise) 7.0(0), which are both compatible with Cisco Unified CallManager 5.0.
In addition, Cisco is announcing the Cisco Unified Customer Interaction Analyzer, a new reporting and analytic package that will initially be available only in the United States, United Kingdom, Ireland, and Canada.
With Cisco Unified Contact Center Express 4.5, the company is introducing the Cisco Unified Customer Relationship Management (CRM) Connector.
Cisco Unified Contact Center Enterprise 7.1 is being announced with new mobile agent capabilities. Mobile agents can now log on from any location, using any device (including cell phones) and receive automatic-call-distributor (ACD) calls to any number they specify. This option helps companies take advantage of cost savings and productivity enhancements in a critical area of their contact center operations-serving customers from remote locations-without compromising centralized management and end-to-end security.
Cisco Unified Contact Center Hosted (formerly Cisco IPCC Hosted) 7.1 will provide a new central provisioning tool for the contact center configuration and Cisco Unified CallManager configuration.
Q. What is the Cisco Unified Customer Interaction Analyzer?
A. It is a new paradigm for contact center reporting and analytics. The purpose of this new application is to turn unstructured call content into structured, usable customer data. Based on the interpretation of the entire customer and agent conversation, it gives them business context and meaning, and uses this data to transform how companies service and retain customers, as well as how to recruit, train, measure, and coach employees.
Q. Are customers using this today?
A. Yes, it has been strongly validated by existing Cisco contact center customers.
Q. How is the Cisco Unified Customer Interaction Analyzer different from other monitoring or analytic packages?
A. It assesses customer behavior on every customer interaction by:
• Starting with the interpretation of the customer conversation as the most important record of the customer interaction
• Adding other contextual data to the interpretation of the conversation-such as, interactive voice response (IVR), Web, customer telephony integration (CTI), and application data-to deepen the "picture" of the customer interaction
• Applying complex language and pattern analysis on this large and diverse data set to create new business metrics
The Cisco Unified Customer Interaction Analyzer uses this data to solve business problems, including improvement of customer service and customer satisfaction, self-service, quality assurance, and Customer Service Representative CSR coaching.
Finally, Cisco is delivering this application using patent pending technology that is deployed in a managed-services model.
Q. Does the Cisco Unified Customer Interaction Analyzer apply just to voice calls handled by an agent?
A. No, the Cisco Unified Customer Interaction Analyzer analyzes voice calls handled by an IVR as well as contact center agents. Additionally, it could be applied to Web interactions in the future.
Q. What is the coaching application?
A. The purpose of this application is to create a more effective coaching process to improve CSR performance. The application:
• Tracks performance statistics for all "like" CSRs and helps enable comparison to standards and averages
• Identifies performance improvement areas for each CSR
• Identifies positive reinforcement opportunities
• Manages a self-coaching or side-by-side coaching process
• Provides a feedback mechanism for coaches and CSRs to identify needs of the CSR to enhance their performance
• Tracks compliance to the coaching process from a coach and CSR perspective
• Measures the results over time of the primary performance attributes
Q. Why are you offering the Cisco Unified Customer Interaction Analyzer only as a managed service?
A. Delivering the Cisco Unified Customer Interaction Analyzer as a managed service makes it easy for prospective customers:
• Easy to purchase
– No initial capital expenditures at time of purchase
• Easy to implement
– Minimal involvement required by the customer's IT personnel to set up and implement the application
• Easy to support and maintain
– Limited effort to maintain and support the application, because it is hosted, supported, and maintained by eLoyalty Corporation
Q. What is the Cisco Unified CRM Connector?
A. Cisco Unified CRM Connector integrates the Cisco Unified Communications system and Microsoft CRM software. Based on the Telephony Application Protocol Interface (TAPI), the integration allows a Cisco Unified IP Phone or Cisco Unified CRM Connector user to be more productive by providing intelligent telephony features such as click-to-dial and screen pops on incoming calls.
Q. What are the benefits of the Microsoft and Cisco solution?
A. By integrating Cisco Unified Communications with the Microsoft CRM application, companies can:
• Record the duration of all the calls with the contact to help enable accurate and complete billing
• Improve customer loyalty and sales by providing Microsoft CRM users with an easy method to automatically identify incoming callers and display the customer contact record
• Increase productivity of sales or customer service representatives, helping them reach customers with an easy-to-use, click-to-dial application directly from Microsoft CRM
• Improve customer service by providing priority queuing and special call handling to select customers calling in to the Cisco Unified Contact Center Express
Q. Can you give me some examples of how this solution would be used?
A. For individual Cisco Unified CRM Connector users with a Cisco Unified IP Phone in small or branch offices, integrated CRM can provide screen pops that display detailed account information, provide quick-dial capability from the CRM application, and provide superior call timing and tracking for customer billing applications.
In the call center, these features are supported, plus the Cisco Unified Contact Center Express can improve customer service with priority queuing and special call handling to select customers. In the past, integrating a traditional private branch exchange (PBX) with a desktop CRM application required expensive specialized hardware and software-and often produced only mixed results.
Q. Is Session Initiation Protocol (SIP) supported in your contact center offering?
A. Yes, Cisco Unified Contact Center Express, Cisco Unified Contact Center Enterprise, and Cisco Unified Contact Center Hosted support Cisco Unified CallManager 5.0 and its Cisco SIP endpoints. These solutions have already supported SIP trunks on Cisco Unified CallManager.
Q. What is a SIP Contact Center Agent?
A. Any agent deployed on a Cisco Unified Contact Center solution using a Cisco SIP endpoint on Cisco Unified CallManager is a SIP agent.
Q. What is the SIP roadmap?
A. With the next release of the Cisco Unified Customer Voice Portal later this year, Cisco will support SIP call control and RFC-compliant SIP user agent phones. The Cisco SIP roadmap includes expanding the capabilities of SIP to take advantage of specific contact center features related to agents, supervisors, and contact routing. SIP will also allow the company to take advantage of presence knowledge for better visibility to agents and experts throughout an enterprise and extend contact center capabilities to non-contact center workers. For example, consider a situation in which a contact center agent needs a legal expert to assist with a call. Lawyers do not log in to an ACD each morning, but they may log into Instant Messaging. Through SIP and presence, users can know the status of those lawyers, and route the agent's inquiry to one of them.