A Cisco Powered Managed Unified Contact Center service provides an IP-based, centralized infrastructure that can support many distributed sites. The service:
Offers a full suite of contact management services that can be implemented immediately or incrementally.
Enables customer deployments of < 10 agents and scaling up to > 1,000 agents and provides customers administrative control options for their environment.
Provides multichannel skills-based routing, provides agent and tasks states across all media types and controls call queuing.
Offers Network Level IP Call Switching Control, Network Level Call Routing (ACD) and Treatment Capability (IVR).
Delivers options for integrated Web collaboration tools, CTI screen pops and utilizes other features available from Cisco Unified Contact Center solutions.
Includes comprehensive SLAs for service performance, a Web Portal that provides real time and historical performance analysis.
Support for intelligent routing of calls using defined business logic. Redirection of the call must not cause the loss of any data collected during interaction with the customer
Review Call Center procedures, as applicable. Verify data flow in lab or
at an existing installation. (Name, account number, status or equivalent)
Routing of calls based on specific customer profiles
Review Call Center procedures, as applicable
Handling of bulk e-mail interactions. Supported via the Cisco e-mail manager option
Review Call Center procedures, as applicable
Service deployments of <10 Agents and scaling up to >1,000 Agents
Review Call Center procedures, as applicable. Verify 1000 agents via
lab simulation or actual installation
Customer instance created for each customer that requires full admin control
Review Call Center procedures, as applicable
Network Level IP Call Switching Control
Review network diagram for Cisco NAM/CICM servers
Network Level Call Routing (ACD) and Treatment Capability (IVR)
Review network diagram for Cisco Customer Voice Portal (CVP)
Support of both IP- and TDM-based Contact Centers
Review procedures to integrate with legacy TDM
Hosted Call Processing
Review network diagram for Cisco NAM/CICM servers
Real time and historical reporting of the system
Review actual reports of lab or installation. Show ability to access hypothetical records going back two years
Support of Emergency Calls
Review support of emergency calls. If the SP/SI geography makes this not relevant, this item may be skipped
All servers running antivirus application with latest virus definition files
Review procedures to ensure anti-virus updates are done in a reasonable period of time. Compatible antivirus listed at Cisco Intelligent Contact Management (ICM) Bill of Materials available on cisco.com
Management portals for customers for daily activities
Review the actual portal (not a network diagram). Verify usability for, at a minimum, a medium complex call routing, including five types of skills and links to appropriate reporting. Show support for remote office and home based workers
Agent and supervisor controls plus CTI screen pop capabilities. CTI OS servers can be shared by multiple customers
Witness the CTI screen pops in a lab or installation. Verify the ability to customize the screen pops per customer
Allowance for presentation of any caller data to the agent (CTI)
Verify the presentation of caller data (at a minimum Name, account number, reason for calling) via CTI
Integrated Web collaboration tools as part of the customer interaction
Verify the use of Web collaboration tools
Multichannel skills-based routing, manages agent and tasks states across all media types and controls call queuing
Verify in lab or installation at least five defined skill categories for skill based routing and observe them in lab or installation. Verify routing of contact via both voice and email
Call re-routing based on Wait Time
Verify, in lab or installation re-routing based on wait time. Examine a test
or actual wait time flow for usability. Ensure that the call flow makes maximum use of customer resources (minimize agent down time to an acceptable level)
Individual Subscriber System Management and Reporting Tools from browser based to full admin workstation
Verify, in lab or installation
Report templates with multi-media statistics, including measuring of service level across all media types
Review reports and verify service levels. Ensure that the following information is easily accessed from the reports:
Agent productivity
Caller wait time (minimum, maximum, average)
Efficient use of network (percentage of traffic that stays on net verses PSTN
Integrated reporting across all media for IPCC and TDM customers
Verify integrated reporting
Integration of Cisco Unified Customer Voice Portal (CVP)
Verify use of CVP and demonstrate VXML call flow with at least
five skill levels
Architecture and Technical Attributes
Requirement
Auditor Instructions (What to Look for)
Support for intelligent routing of calls using defined business logic. Redirection of the call must not cause the loss of any data collected during interaction with the customer
Review Call Center procedures, as applicable. Verify data flow in lab or
at an existing installation. (Name, account number, status or equivalent)
Routing of calls based on specific customer profiles
Review Call Center procedures, as applicable
Handling of bulk e-mail interactions. Supported via the Cisco e-mail manager option
Review Call Center procedures, as applicable
Service deployments of <10 Agents and scaling up to >1,000 Agents
Review Call Center procedures, as applicable. Verify 1000 agents
via lab simulation or actual installation
Customer instance created for each customer that requires full admin control
Review Call Center procedures, as applicable
Multichannel skills-based routing, manages agent and tasks states across all media types and controls call queuing
Verify in lab or installation at least five defined skill categories for skill
based routing and observe them in lab or installation. Verify routing of contact via both voice and email
Network Level IP Call Switching Control
Review network diagram for Cisco NAM/CICM servers
Network Level Call Routing (ACD) and Treatment Capability (IVR)
Review network diagram for Cisco Customer Voice Portal (CVP)
Support for both IP- and TDM-based Contact Centers
Review procedures to integrate with legacy TDM
Hosted Call Processing
Review network diagram for Cisco NAM/CICM servers
Real time and historical reporting of the system
Review actual reports of lab or installation. Show ability to access hypothetical records going back two years
Support of Emergency Calls
Show support of emergency calls. If the SP/SI geography makes this not relevant, this item may be skipped
All servers running antivirus application with latest virus definition files
Show procedure to update anti virus in a reasonable period of time. Compatible antivirus listed at Cisco Intelligent Contact Management (ICM) Bill of Materials available on cisco.com
Management portals for Customers for daily activities
Review the actual portal (not a network diagram). Verify usability for, at a minimum, a medium complex call routing, including five types of skills and links to appropriate reporting
Agent and supervisor controls plus CTI screen pop capabilities. CTI OS servers can be shared by multiple customers
Witness the CTI screen pops in a lab or installation. Verify the ability to customize the screen pops per customer
Allowance for presentation of any caller data to the agent (CTI)
Verify the presentation of caller data (at a minimum Name, account number, reason for calling) via CTI
There are no services being offered at the Legacy level.
