Cisco Agent Desktop for Cisco Unified Contact Center Express 8.5 Product Overview

1. Cisco Agent Desktop for Cisco Unified Contact Center Express 8.5 Product Overview Tom Sullivan Product Manager

2. Cisco Agent Desktop Overview Value Proposition Product Highlights Major Features / Functions / Benefits What's New in 8.5(1) Product Use Case Summary Architecture, Compatibility, and Deployment Models

3. The Contact Center Challenge • 65% of contact center agents use three or more applications. • 25% use five or more applications. • 70% say they waste time switching between applications. Source: Yankee Group, 2006 The Impact: Extended call times. Agent’s view of the customer is incomplete.

4. Why Cisco Agent Desktop? Problem: Unified Desktop solutions traditionally have been out of reach for all but the largest of contact centers because of their inherent complexity, deployment challenges, and life-cycle support costs. Cisco Difference: Cisco Agent Desktop delivers all the features of a customized Unified Desktop with the ease and reliability of a packaged, configurable application. Benefit: A more consistent, accurate, and unified view of the customer with less complexity and lower life cycle costs.

5. Cisco Agent Desktop Core Capabilities Agent State & Call Control Collaboration & Presence CRM & 3rd Party Application Integration ConfigurableWork Flows Outbound Support Real-time Displays & Alerts Monitoring & Recording Integrated Agent E-Mail All work together in fully-packaged and configurable composite application.

6. Key Differentiators and Benefits • Less Complexity / • Highly Flexible • Configurable work flows • Improved Reaction Times • Real Time Displays and Alerts • Integrated Monitoring & Recording • Enhanced Service Quality • Improved Coaching and Mentoring • Collaboration and Presence • Easy to Install, Maintain, & Support • Packaged and Configurable Differentiators Benefits

7. Cisco Agent Desktop Overview

8. Cisco Agent Desktop Modules • Rich, Windows-based Client • Browser Edition • IP Phone Agent • Rich, Windows-based Client • Rich, Windows-based Client (Work Flow) • Web Based Administration (System Configuration)

9. Powerful Features Independent of a PC Cisco IP Phone Agent • Agent State Control • Caller Data • Queue Statistics • Hot Seating via Extension Mobility • Work Wrap-Up Codes* • Agent Initiated Recording* View Caller Data, Change Agent State, and Initiate Recording * Enhanced and Premium only

10. Cisco Agent Desktop Flexible GUI Toolbar, Contact Management Pane, Integrated Browser

11. Cisco Agent Desktop Flexible GUI Toolbar and Browser

12. Cisco Agent Desktop Flexible GUI Toolbar and Contact Pane

13. Cisco Agent Desktop Flexible GUI ToolbarOnly

14. Cisco Agent Desktop – Browser Edition Browser Edition client can operate on Windows and Linux operating systems Firefox and Internet Explorer Support Reason / Wrap-Up Codes Coordinated screens pops via http into external browser Reduced feature set from the Windows based client Excludes Chat and Collaboration, Agent E-Mail, and Phone Directory Support among others

15. IP Phone IP Communicator Cisco Agent Desktop Dashboard • Call Control – works in conjunction with Cisco IP Phone or IP Communicator. • Agent State Control – manage call delivery, work status, and agent activities throughout work day. • Contact Appearance - displays data about the agent’s current call. Speed Call Processing

16. Cisco Agent Desktop Outbound Support • Cisco Unified Outbound Preview Dialer* * Premium only

17. Cisco Agent Desktop Contact Management • Call Metadata – phone #, account #, call type, etc… • Persistent - throughout the life of call • Call History - agent notification of queue delays or transfers Accurately Displays Customer Experience

18. Cisco Agent Desktop Work Flow Goals • Automate frequent and complex tasks for contact center employees • streamlines agent activities • enforces best practices eliminates errors • Allow contact center operations staff to manage automation • Integrate agent’s workstation with enterprise's applications without modifying those applications' source code

19. Cisco Agent Desktop’s Work Flow Paradigm • Work Flows follow an Event / Rule / Action behavior 1:N N:M RULEEvaluates Rule ACTIONExecutes Actions or Integrations EVENTTelephony or ACD Event • Ringing • Answered • Dropped • Not Ready / Ready • Calling Number is / is not • Variable is / is not • Submit HTTP request • launch .exe and pass value • Deliver IPC Message • Execute macro

20. Increases First Call Resolution Cisco Agent Desktop CRM Integration • Instantly begin working dialog • Rapidly focus on business applications and speed call processing • Work Flow is organized and repeatable

21. Speeds Processing Cisco Agent Desktop Task Automation • Buttons speed call processing, complete frequently performed operations, and after call work functions

22. Expert Expert Expert Expert A Supervisor Agent Agent Cisco Unified Presence Cisco Unified Communications Supervisor Agent Agent Cisco Agent Desktop / Cisco Unified Communicator Integration

23. Expert A Agent Customer Cisco Agent Desktop / Cisco Unified Communicator Integration Agent needs an expert’s assistance. Launches Cisco Agent Desktop’s Chat Window to locate Expert. Customer places call to 1-800-Help and gets Agent. Cisco Unified Contact Center routes the call to an Agent. CUPS indicates an Expert is available to help Agent with Customer’s question. PSTN Cisco Unified Presence Agent and Expert Chat. The Agent can also transfer, conference and deliver call information to the SME.

24. Cisco Agent DesktopCommunicating with Subject Matter Experts Agents and Supervisors see “Subject Matter Experts” (SMEs) who use Cisco Unified Presence Communicator Agents initiate chat, call, transfer, or conference with SMEs Administrators control visibility of contacts Presence selection window is independent and updated with the latest Agent ACD state and SME Presence State Independent Presence Window Transfer / Conference Deliver Call and Enterprise Data

25. Cisco Agent Desktop Reason and Wrap Up Codes • Wrap up data* • On call completion, wrap-up data selection dialog appears • Reason Codes • On agent state change to Not Ready or Logout, the dialog appears Qualify Trends Monitor Performance * Enhanced and Premium only

26. Cisco Agent Desktop Real-time Displays • Real-time Queue and Performance Metrics – keep agents and supervisors informed of status of contact center environment. Improve Reaction Time * Graphical Displays are Premium only

27. Recording & Silent Monitoring Cisco Supervisor Desktop Team Messaging & Chat Barge-In & Intercept Supervisor tools reinforce consistent agent behavior and manage environment: • Collaboration • Communication • Voice & E-Mail Queue status • Agent state Control Agent States Integrated Browser Alerts to breached thresholds At-a-Glance Agent State Real-time Graphic Displays* * Graphical Displays are Premium only

28. Cisco Agent Desktop Presence and Collaboration • On-demand voice monitoring and recording of agent interactions to validate agent performance and mentor behavior • Chat to relay information, train, coach and encourage behavior Speeds Processing Increase First Call Resolution

29. Cisco Supervisor Desktop Integrated Browser • Browser-based contact center management applications: • Workforce Management • Quality Management • Historical Reporting • Unified CCX Administration • Others Access Critical Applications

30. Cisco Agent Desktop – Multiple Supervisor and Agent Browser Tabs Agent and Supervisor desktops support up to 10 integrated browser tabs Supervisor / Administrator can configure the number and home page of each browser tab

31. Cisco Desktop Administration • Easy administration helps eliminate IT Dependency Reduce Total Cost of Ownership

32. Cisco Agent Desktop – Web Based Administration Cisco Desktop Administrator ported to a web application Configuration settings for Agent Work Flow Group assignments, Enterprise Data, Agent E-Mail, Monitoring and Recording Setting, Integration with Cisco Unified Presence Simplified Configuration

33. E-Mail Response is Required • More and more clients use e-mail as a primary means of contact • A couple of agents to occasionally check the in-box and compose a response may not be sufficient response. • Increased e-mail contact volume requires: • adopting a disciplined and consistent response process • time to consider applying traditional contact center disciplines and practices to email

34. Cisco Agent Desktop - Agent E-Mail • Core feature set for managing contact center e-mails • Distributes e-mails to agents • Sends responses from the contact center to the customer • Reports on e-mail activity • Tightly integrated into Agent and Supervisor Desktop GUIs Sender’s Text Templates, Spelling, and Attachments Agents Response Packaged with every Premium Seat

35. Cisco Agent DesktopVoice ACD and E-Mail States Agent ACD States Agent E-Mail States • Mix and match voice and Agent E-Mail states, as desired • If voice state is “Ready,” then e-mail processing can be interrupted by an ACD voice call • Cisco Agent Desktop auto saves e-mail to “Draft” and places agent in Agent E-Mail “Not Ready” state • Desktop focus automatically changes to voice display • Agent can resume Agent E-Mail processing at any time

36. Cisco Agent DesktopProcessing E-Mail • Agents can: • Requestone or multiple e-mail contacts • Review each e-mail’s content and attachments • Respondwith a combination of templated and composed text Request Review Respond

37. Cisco Agent DesktopReviewing Incoming E-Mail Sender’s Attachments Sender’s Text • The e-mail content appears in HTML • E-mail’s attachments are easily accessible

38. Cisco Agent DesktopComposing Agent E-Mail Response Send, Save, Transfer or ReQueue Rich HTML Editor Agent’s Text • E-Mail response in HTML if incoming message was also. • Insert and edit templated responses • Agent can transfer to a more appropriate queue or defer back to the existing queue.

39. Cisco Supervisor Desktop Visibility of E-Mail CSQ Volumes Coordinated delivery of Summary and Detail Real Time Reports Navigate Agent E-Mail CSQs • Supervisor has easy access to real-time reports for the e-mail queues their agents support Agent E-Mail activity per contact

40. Unified CCX Historical ReportsNew Agent E-Mail Reports • The new Historical Reports • New Unified CCX database tables facilitate delivery of packaged and custom reporting • This data also accessible from alternative reporting packages for custom reports

41. Cisco Agent Desktop Agent E-Mail Architecture Agent E-Mail Service monitors Mail Store Agent E-Mail inserts record for appropriate E-Mail CSQ Customer Agent E-Mail sees Agent state and delivers to Cisco Agent Desktop. Customer sends E-Mail to Agent E-Mail enters Mail store MS Exchange (2003 / 2007) Cisco UCCX Agent E-Mail Enterprise Web Server Internet LAN Agent Supervisor

42. New Features: Cisco Agent Desktop for Cisco Unified Contact Center Express 8.5(1)

43. Cisco Agent Desktop - Express 8.5(1) New Agent E-Mail Feature Set

44. Cisco Agent Desktop - Express 8.5(1) Additional New Features

45. New Agent E-Mail Features

46. New Agent E-Mail User Interface and Print • Enhanced Controls • Rich HTML editor • CC / BCC Fields • Print Button • Multibyte language display • Repositioned Toolbar

47. Resume E-Mail Processing on Voice Disconnect • Agent will resume the E-Mail processing after the ACD call ends or the agent completes their work state. • End User Experience • The previous active e-mail will re-presented for processing when the agent completes the voice contact and/or work state • If no e-mail was active, the agent will automatically return to the prior e-mail agent state The agent remains E-Mail Not Ready with no active e-mail if a new ACD call comes in before a configured delay. • Administration • Global settings configured in Cisco Desktop Administrator • Delay setting allows for queued calls and reduce screen disruption

48. E-Mail Review CSQ • Agent E-Mail responses can be automatically delivered to an internal Review CSQ prior to external delivery to ensure content quality • End User Experience • Transparent to most agents; agent responsibilities are complete upon Send. • Reviewers are appropriately skilled supervisors (or agents) • Reviewers can perform all of normal operations on the message including editing, transferring, requeuing, deleting and sending the message. • Administration • CSQ settings configured in Cisco Desktop Administrator

49. Save Draft E-Mail Response • Requeued E-Mail include draft responses and attachments • End User Experience • When an agent logs out or closes Cisco Agent Desktop, the system can requeue all assigned e-mails. • Other agents servicing that CSQ will receive any drafts that were in progress at the time of the agent logout. • These agents can perform all of normal operations on the message including editing, transferring, requeuing, deleting and sending the message.

50. Forward, Copy, and Blind Copy End User Experience An additional button allows an agent to forward the assigned e-mail to an external account. Doing so does not move the message to a terminal state. An agent can manually enter an external email in the CC/BCC fields. This is in addition to any automatic BCCs configured for the CSQ. Administration Configuration provided in Cisco Desktop Administrator as toggle fields at the CSQ level.