| CON-1000 |
What's New in Cisco ICM Enterprise Version 5.0 and Cisco IPCC Enterprise Version 5.0 |
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This session provides an overview of the features available in Cisco Intelligent Contact Management (ICM) Enterprise Version 5.0 and Cisco IP Contact Center (IPCC) Enterprise Version 5.0. Topics include integration of the Cisco E-Mail Manager Option, the Cisco Web Collaboration Option, and the Cisco Outbound Option as well as the operational benefits of multichannel integration. The new capabilities in Cisco Computer Telephony Integration (CTI) and Cisco WebView reporting are also addressed.
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| CON-1010 |
What's New in Cisco IPCC Express |
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This session presents an overview of the features available in Cisco IP Contact Center (IPCC) Express (formerly IP ICD), the Cisco mid-market IP contact center offering. Topics include skills-based routing, new Cisco Agent and Cisco Supervisor desktops, internationalization and localization, and historical and real-time reporting.
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| CON-1020 |
Introduction to Cisco Computer Telephony Integration (CTI) Solutions |
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This session provides an overview of Computer Telephony Integration (CTI) within the context of Cisco ICM Enterprise and Cisco IPCC Enterprise solutions. Specifically, it will discuss the features and benefits of each of the products within the Cisco CTI product portfolio. Additional information will be provided on the components of an ROI analysis for adding CTI to existing Cisco ICM Enterprise or Cisco IPCC Enterprise implementations, and an update on the future releases planned for Cisco CTI products will be given.
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| CON-1030 |
Contact Center Planning - Effective Creation of Business Rules |
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This session provides real-world solutions addressing common business requirements for contact center routing and scripting using Cisco Intelligent Contact Management (ICM) Enterprise and Cisco IP Contact Center (IPCC) Enterprise. Examples include: controlling call flows to outsourcers with and without a Peripheral Gateway (PG); enterprise routing with Cisco ICM and Cisco IPCC; and dealing with small agent groups and abnormal handle times--creating custom Minimum Expected Delay calculations.
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| CON-1031 |
Maximizing Your Enterprise with India-based Outsourced Contact Centers |
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India is a growing destination from where most Fortune companies manage their customer interactions. Organizations worldwide have begun entrusting this key business process, along with their back-end office work, to be delivered by a third-party provider of services based in India. The drivers for this movement include the desire to take advantage of cost efficiencies linked with the availability of skilled work forces and lower infrastructure costs prevailing in India. This session will cover the concepts, design, challenges and implementation of the Cisco IP Contact Center (IPCC) Enterprise solution to organizations considering to setting up outsourced India-based contact centers. Participants would also be able to network with a focused team from Cisco India that can provide valuable insight into the the business and infrastructure climate, success stories, challenges and support infrastructure available within the country.
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| CON-1034 |
Cisco IPCC Enterprise: A Contact Center Administrator's Dream - A Case Study by vCustomer |
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You know that IP-based contact centers are cool but do they work, do they scale, and are they dependable? In this session, you?ll hear from vCustomer, a Seattle-based provider of outsourced contact center solutions, who will discuss how they used Cisco IPCC Enterprise to build a contact center that started with 25 agents in Seattle in September of 2000, and scaled to 1800 seats currently between Seattle and New Delhi, India. Talk about virtual expansion, they are exactly 12,000 miles from their core switch, take more than 80,000 calls per day, and by the end of 2003, they will have expanded their Cisco IPCC Enterprise solution to support 3000 seats. Their enterprise-class deployment uses built-in call monitoring, extensive CTI integration, and features and benefits that TDM solutions only dream about. The Cisco IP Phones are not only cool to look at, but powerful too, with Java-enabled CTI applications running directly on the phones. If you?re looking to save considerable costs and gain productivity, they?re confident that the low cost of administering the system will convince your boss to give you a big raise. Plan to attend this session to learn more!
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| CON-1040 |
Offering Managed Services with Cisco IPCC Hosted and Cisco ICM Hosted Solutions |
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This session offers an in-depth explanation of the latest developments on Cisco hosted contact center solutions. It covers both Cisco ICM Hosted and Cisco IPCC Hosted Edition, and explains how these solutions enable both service providers and end-customers to migrate from a traditional TDM environment to an IP-based contact center infrastructure. Key to this migration is the support of a mixed TDM and IP infrastructure (both service provider network infrastructure as well as end-customer infrastructure).
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| CON-1041 |
What's New in Cisco IPCC Hosted Edition |
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This session covers the current state of Cisco IP Contact Center (IPCC) Hosted Edition, near term future deliverables for this product, the advantages both for hosting organizations and their subscribers, and the rapidly expanding market and demand for hosted IP contact center services. Attendees will leave the session with an understanding of various technical aspects of Cisco IPCC Hosted Edition, including multitenancy and shared resource usage, as well as go-to-market plans, including a new licensing model. This session will primarily focus on the contact center applications of the solution.
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| CON-2000 |
The Future of Cisco ICM Enterprise and Cisco IPCC Enterprise - Feedback Session |
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This is an interactive forum where the roadmap for Cisco Intelligent Contact Management (ICM) Enterprise and Cisco IP Contact Center (IPCC) Enterprise will be discussed. Your feedback will be solicited with regard to new features and product direction.
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| CON-2001 |
Core Functionality and Routing with Cisco ICM Enterprise and Cisco IPCC Enterprise |
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This session focuses on the core features, vision and direction of Cisco Intelligent Contact Management (ICM) Enterprise and Cisco IP Contact Center (IPCC) Enterprise software products, as well as best practice guidance and examples of how these products are used in real contact centers. The Cisco integration strategy and roadmap for ACD and Cisco IPCC migration will be shared to help attendees plan their future upgrades and understand when features will become available for implementation. Specific deployment and implementation of core features will be presented with regard to fault tolerance and disaster recovery, redundant Peripheral Gateways (PG) will be discussed, and leveraging Cisco ICM Enterprise and Cisco IPCC Enterprise scripting to continue routing during failure at contact center sites will also be covered.
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| CON-2002 |
Contact Center Reporting with Cisco ICM Enterprise and Cisco IPCC Enterprise |
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This session covers the basics of Cisco Intelligent Contact Management (ICM) Enterprise and Cisco IP Contact Center (IPCC) Enterprise reporting, including the Cisco ICM Enterprise and Cisco IPCC Enterprise reporting environment, the various levels of reporting entities, and how to use the reports for different views of the data. The session examines how call flow affects the data shown on Cisco IPCC Enterprise reports by looking at sample call scenarios and tracing the call through standard reports. The database schema and how Cisco ICM Enterprise data is captured, summarized and populated will be reviewed. Infomaker will be introduced as a tool for customizing standard templates. This session will cover how Cisco ICM Enterprise and Cisco IPCC Enterprise entities relate to certain stages of the call flow, and how to use Cisco ICM Enterprise tools to modify standard reporting templates.
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| CON-2003 |
Contact Center Scripting with Cisco ICM Enterprise and Cisco IPCC Enterprise |
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This session covers basic scripting techniques with Cisco Intelligent Contact Management (ICM) and Cisco IP Contact Center (IPCC) Enterprise. It includes how to send voice calls and other media tasks to targets such as skill groups, how to queue tasks when no agents are available, how to create and use basic formulas to make routing decisions, and how to create and schedule basic administrative scripts to perform various functions. In addition to scripting, this session will teach attendees how to use Call Tracer to send test calls to the Cisco ICM Enterprise or Cisco IPCC Enterprise routing engines. This session also covers how to use the various real-time monitoring components of Script Editor to monitor some of the many routing statistics that are available.
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| CON-2004 |
TDM to IP Contact Center Migration with Cisco ICM Enterprise and Cisco IPCC Enterprise - Part 1 |
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This session presents the concepts of migrating from a traditional TDM ACD environment to an IP contact center using Cisco IP Contact Center (IPCC) Enterprise. The session addresses common myths and misconceptions of how TDM and IP contact centers can be integrated by using the core Cisco ICM Enterprise architecture and powerful multichannel options. Specific topics will include: Pre-, Post- and translation-Routing in a hybrid environment, centralized routing, queuing and reporting for both enterprise and individual contact centers, as well as agent-level reporting. New deployment models will be covered, including using Cisco Internet Service Node (ISN) as an IP-based network IVR for prompting, data collection and queuing across the multi-vendor enterprise as a migration to IP-based communications.
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| CON-2005 |
Upgrade Planning for Cisco ICM Enterprise and Cisco IPCC Enterprise |
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This session covers the necessary planning elements for successful migration from earlier versions to Version 4.6.2 and Version 5.0 of Cisco Intelligent Contact Management (ICM) Enterprise and Cisco IP Contact Center (IPCC) Enterprise, including readiness reviews in the areas of hardware, third-party software (Windows 2000, SQL7, SQL 2000, for example), and peripherals (automatic call distributor [ACD] and voice response unit [VRU]). A multiphase project approach will be described in terms of risk mitigation and more effective troubleshooting. Note: The upgrade path to Cisco ICM Enterprise Version 5.0 and Cisco IPCC Enterprise Version 5.0 is from a baseline of Windows 2000, Cisco ICM/IPCC Enterprise Version 4.6.2 and SQL 7. The session will cover both getting to that baseline from Cisco ICM/IPCC Enterprise Version 4.X as well as the upgrade from Cisco ICM/IPCC Enterprise Version 4.6.2 to Cisco ICM/IPCC Enterprise Version 5.0.
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| CON-2010 |
The Future of Cisco IPCC Express - Feedback Session |
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This is an interactive forum where the roadmap for Cisco IP Contact Center (IPCC) Express Edition (formerly IP ICD) will be discussed. Your feedback will be solicited with regard to new features and product direction.
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| CON-2020 |
Cisco Agent Desktop Technical Session |
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This session covers the features and benefits of Cisco Agent Desktop. This technical discussion will include the architecture of the Cisco Agent Desktop product and a review of the currently available releases, highlighting best practices for configuring and administering Cisco Agent Desktop that result in a lower Total Cost of Ownership (TCO). Also covered will be the use of Cisco Supervisor Desktop for real-time visibility into agent and customer activity and to empower the supervisor to "coach" agents to enhance satisfaction and productivity. This session will conclude with a review of the upcoming Cisco Agent Desktop releases.
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| CON-2021 |
Overview of Outbound Agent Functionality for Contact Centers |
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This session discusses Cisco Outbound Option (formerly Cisco Blended Agent) and its combination of outbound dialing modes, which complements the powerful inbound call-handling capability of Cisco ICM Enterprise and Cisco IPCC Enterprise with a robust outbound call management solution. Combining the power of Cisco ICM Enterprise Edition, Cisco IPCC Enterprise Edition and Cisco Computer Telephony Integration (CTI), the Cisco Outbound Option provides the ability to design complex outbound campaigns, maximize the use of skilled agents, use individual dialing modes, and deliver rich call contact information to a best-in-class CTI desktop.
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| CON-2022 |
Multichannel Functionality for Contact Centers with Cisco ICM Enterprise Version 5.0 and Cisco IPCC Enterprise Version 5.0 |
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This session covers the multichannel components that are now part of the Cisco Intelligent Contact Management ((CM) Enterprise and Cisco IP Contact Center (IPCC) Enterprise. These components include Cisco Outbound Option, Cisco Web Collaboration Option, and Cisco E-Mail Manager Option. Among the topics covered will be best practices for outbound campaign strategies, integrated and dedicated agents, universal queue in an Cisco IPCC Enterprise environment, and migration strategies.
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| CON-2040 |
Cisco IP Interactive Voice Response (IVR) Solutions for Service Providers |
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This session provides an update on the Cisco Interactive Voice Response (IVR) solution for service providers. Attendees will be provided an overview of the product, implementation options, deployment methodologies for time-division multiplexing (TDM) and voice over IP (VoIP) networks, successes in the market space, and future plans. Included in the session will be a discussion of the difference between the service provider IVR and the standard IP IVR, an overview of success in the industry, and deployment guidelines.
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| CON-2041 |
Hosting Cisco ICM Services in the Network |
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This session provides an update on hosting Cisco ICM services in the UK & Off Shore for service providers. Attendees will be provided an overview of the UK service provider market focussing on options for the implementation & deployment of domestic & offshore Cisco ICM solutions. The session will cover key successes for Cable & Wireless in the market place, how it has achieved differentiation & the roadmap for the future. This will also include a discussion of the specific challenges that service providers face around licencing, upgrades & platform management as well as how service providers can communicate the Cisco roadmap through their service provider channel.
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| CON-2050 |
Cisco IP Interactive Voice Response (IVR) Solutions |
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This session provides an update on Cisco IP Interactive Voice Response (IVR) products. Attendees will be introduced to Cisco IVR solutions, successes in the market space, and future plans. Included in the session will be an overview of Cisco IP Queue Manager, Cisco IP IVR and Cisco Internet Service Node (ISN) features, future product plans, and guidelines for choosing an appropriate IVR solution. The session will also feature a discussion of fault tolerance using Cisco IVR products and will offer guidance on planning for the redundancy of an IVR solution. An opportunity for technical questions will be offered.
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| CON-4000 |
Advanced Core Functionality and Routing with Cisco ICM Enterprise and Cisco IPCC Enterprise |
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This session offers a compendium of advanced techniques for Cisco ICM (ICM) Enterprise and Cisco IPCC (IPCC) Enterprise. Topics include redundant and new types of Peripheral Gateways (PGs), and resilience features such as Cisco ICM Quality of Servicer (QoS) for Device Management Protocol (DMP) traffic and fault tolerance. Unique routing approaches, including emergency call routing techniques, universal queue in a time-division multiplexing (TDM) installation, and a method to change the results of routing scripts without actually modifying scripts will be discussed.
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| CON-4001 |
Advanced Contact Center Reporting with Cisco ICM Enterprise and Cisco IPCC Enterprise |
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This session covers how to access and report on the detailed data not available in standard Cisco Intelligent Contact Management (ICM) Enterprise and Cisco IP Contact Center (IPCC) Enterprise reports (DialedNumber, automatic numer identification [ANI], caller-entered digits [CED], DigitsDialed, for example) with Infomaker and other reporting tools. The detailed data produced as a result of complex call flows (Conference, Warm Transfers, Requeued Calls, for example) and the specifics of cradle-to-grave call tracking and reporting will be evaluated. The most commonly requested advanced reports will be reviewed, as well as the components necessary to implement them. The Cisco Real-Time Adherence Server, which provides access to real time agent state information independent of Cisco ICM Enterprise and Cisco IPCC Enterprise, will be discussed.
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| CON-4002 |
Advanced Contact Center Scripting with Cisco ICM Enterprise and Cisco IPCC Enterprise |
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This session covers advanced scripting techniques, including: how to dynamically control Web callers while in queue for collaboration or blended collaboration; how to predict queue times in Cisco ICM Enterprise and Cisco IPCC Enterprise scripts; how to overflow emails in Cisco ICM Enterprise and Cisco IPCC Enterprise scripts to Cisco E-Mail Manager Option-specific routing skill groups after emails have been queued without resolution; how to implement contingency scripts among several media routing domains providing priority to some media over others; and how to send and queue a task directly to a specific agent using dynamic labels.
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| CON-4003 |
Database Concepts for Cisco ICM Enterprise and Cisco IPCC Enterprise |
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This session details the architecture, administration and performance of the Cisco Intelligent Contact Management (ICM) Enterprise database. The four type of tables in the Cisco ICM Enterprise database -- Configuration, Historical, RealTime and System -- will be discussed and the three types of databases -- Logger, Admin Workstation (AW) and Historical Data Server (HDS) will be compared. Where data resides, when it is updated and how it is purged will be covered. A focus will be placed on the three areas of database administration that are the customer's responsibility -- disk space management, database backup and performance monitoring. Alternative backup strategies will be discussed and compared. The factors that influence disk space usage and system performance will be analyzed, and the tools that can be used to monitor disk space and performance will be discussed.
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| CON-4004 |
TDM to IP Contact Center Migration with Cisco ICM Enterprise and Cisco IPCC Enterprise - Part 2 |
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This session builds upon the concepts presented in CON-2004, presenting technical concepts of migrating from a traditional TDM ACD environment to an IP contact center using Cisco IP Contact Center (IPCC) Enterprise. Sample configuration and call flow scripts will be used to illustrate blending of TDM and IP-based contact centers with multi-channel interactions. Specific tips on configuration differences in migration to IP contact centers from TDM will be presented to help experienced TDM customers understand how they can leverage the flexibility of IP. Migration strategies using Cisco Internet Service Node (ISN) to tie TDM and IP environments will also be illustrated with specific call flows and configuration examples.
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| CON-4010 |
Maximizing Your Cisco IPCC Express Deployment |
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This session covers the architecture and the latest features in Cisco IP Contact Center (IPCC) Express (formerly IP ICD), a mid-market contact center solution meeting formal call center requirements. This session details how companies can realize a substantial return on investment by taking advantage of these features during the stages of Cisco IPCC Express deployment. Also discussed will be multi-channel functionality with Cisco IPCC Express, available via a Worldwide Voice Practice Custom Engineering offering, enabling Web-initiated requests and queued emails to be routed to agents via Cisco IPCC Express. Agent notification occurs via Cisco Agent Desktop with non-voice contacts automatically displayed in an integrated multi-channel cockpit.
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| CON-4011 |
Contact Center Scripting with Cisco IPCC Express |
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This session demonstrates best practices for Cisco IP Contact Center (IPCC) Express (formerly IP ICD) scripting, including how to create scripts to tailor the complex business rules for several sample companies in different market segments, such as finanacial, retail, and healthcare. We will use the new product features, such as Automatic Speech Recognition (ASR), Text-to-Speech (TTS), and Voice XML, in the creation of these scripts.
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| CON-4020 |
Advanced Cisco Computer Telephony Integration (CTI) Solutions |
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This session covers the current state of Cisco Computer Telephony Integration Object Server (CTI OS), the new Cisco CTI OS features being delivered with the Cisco Intelligent Contact Management (ICM) Versions 5.0 and 5.1, outstanding issues, and future plans for Cisco CTI OS. Attendees will be introduced to Cisco CTI OS/Siebel 7 integration, including an architecture overview of the Cisco CTI OS datastore for Siebel 7. This session will also allow attendees to ask more specific Cisco CTI OS programming questions. An additional function -- Cisco IP Phone Agent -- will also be discussed, including a description of the offering, its benefits, overall architecture, as well as hardware and software requirements.
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