Click to edit Master text styles Agenda Second level Third level Fourth level o 모듈형컨택센터 (Packaged Contact Center Enterprise) o 컨택센터기반의스마트솔루션 (Remote E

Click to edit Master text styles Agenda Second level Third level Fourth level o 모듈형컨택센터 (Packaged Contact Center Enterprise) o 컨택센터기반의스마트솔루션 (Remote Expert) o Summary 2011 2013 Cisco and/or its affiliates. All rights reserved. 2013 Cisco and/or its affiliates. All rights reserved. Cisco Connect 2

컨택센터기술진화방향 클라우드 SIP Attribute Routing Social Media Mobile System 스마트솔루션

기업 IT 환경의미래인클라우드 Branch offices Telecommuters Enterprise Datacenter Retail/POS outlets Mobile workers/road warriors Server Consolidation Dynamic Infrastructure Suppliers/Partners Collocation/Hosted Datacenters SaaS PaaS IaaS Customers Hardware Utilization Risk Reduction Cost Reduction Source: IDC

기업통신과컨택센터가결합된스마트솔루션 Mobile Video Unified Communications Email Web On Premises Hybrid Cloud Social

가상화환경에최적화된모듈형컨택센터 (PCCE) UCCE 가상화 Identity Cisco CTI 복제 자동화 PCCE

PCCE 제품소개 Packaged CCE UCS-C series 서버에서최대 1000 상담원지원 Unified CTI IP CCE PBX Flexible Models IVR 통계... Single Box Rich Voice ACD Web Configuration Inbound & Outbound Voice (CCE) Reporting (Intelligence Center) Call Control (Communication Mgr) Self-service (CVP) Desktop (Finesse 또는 CTIOS) 기타선택사항 Multichannel Social Media Speech CRM Recording Ext. HDS Scale IP IVR Dep. Models CCMP CAD 서버 TDM 1 서버 2 Etc. 물리적이중화를위해두대의서버필요

간편한 Web 기반의 Administration UCCE Packaged CCE

간편한 Web 기반의 Administration Persona 중심, 문맥기반의 on-line help 입력과동시에검색 Summary 페이지에서주요정보표시 자주사용하는기능에대한쉬운접근성제공 Implicit Pagination: 사용자는더이상 next/previous 버튼을누를필요없이, scroll bar 를이용하여자동으로다음페이지를표시

Packaged CCE 기본구성, Inbound Voice PSTN VG TDM VXML Conference DSPs E1 SCCP(DSP) HTTP (VXML) SIP IP PBX IVR CVP CVP Call Server VXML Server Media Server UCM UCM Sub SIP GED 125 JTAPI UCM Pub Active Directory Side B Call Srv Side A CTI Router Clone A Generic PG CTI OS Data Srv JDBC Logger AWD AWD Finesse CUIC CUIC Pub/Sub UCS C 260 #2 UCS C 260 #1 CVP OAMP CVP OAMP 통계 IVR Admin Agent Supervisor

Packaged CCE 와 Outbound PSTN VG TDM VXML Conference DSPs E1 SCCP(DSP) HTTP (VXML) SIP CVP CVP Call Server VXML Server Media Server UCM UCM Sub GED 125 JTAPI UCM Pub Side B Call Srv Side A Router Clone A Generic PG CTI OS Data Srv SIP Dialer MR PG Logger AWD Campaign Finesse Mgr Active Directory JDBC CUIC CUIC Pub/Sub UCS C 260 #2 UCS C 260 #1 CVP OAMP CVP OAMP SIP Agent Supervisor

Packaged CCE 와기타 application 연동 PSTN VG TDM VXML Conference DSPs E1 SCCP(DSP) 외부 IP PBX MRCP SIP ASR/TTS HTTP (VXML) CVP CVP Call Server VXML Server Media Server GED 125 JTAPI 이메일 / 웹서비스 MRI, CSTA Firewall WIM Web Server Firewall EIM/WIM Services Server DB server Side B Call Srv Side A Router Clone A Generic PG CTI OS Data Srv SIP Dialer MR PG Logger AWD Campaign Finesse Mgr JDBC CUIC CUIC Pub/Sub Internet AW/HDS/DDS 통계서버 Active Directory UCS C 260 #2 UCS C 260 #1 CVP OAMP CVP OAMP 2013 Cisco and/or its affiliates. All rights reserved. SIP Agent Mobile Agent Interne 재택상담원 t Supervisor

Packaged CCE 전개방식 - 전반적인프로세스 Golden Template 생성 Destination Server 설정 (Side A & B) Customization (Excel) Cloning 실시 Post Cloning

Packaged CCE 전개방식 - Golden Template 생성 ( 한번만실시 ) Download OVA Create VM from the OVA Install Windows Install Anti-Virus Install Application Enable Remote Desktop Install VMware tools Convert VM to Golden Template

Packaged CCE 전개방식 - Destination Server 설정 Golden Templates 2. Destination server 설정 Clone A Clone B

Packaged CCE 전개방식 - Customization & Cloning 3. Automation Spreadsheet 작성 4. vsphere PowerCLI 를이용하여 DeployVM.PS1 를실행합니다. 이때 Automation sheet 와 vcenter username/password 를파라미터로입력합니다. Clone A Clone B

Packaged CCE 전개방식 - Customization & Cloning Clone A Clone B

Packaged CCE 전개방식 - Post Cloning 5. Clone A 와 Clone B 에 post cloning configuration 을입력합니다. UCM Pub UCM UCM Sub CVP CVP Call Server VXML Server Media Server Side A Call Srv Router Generic PG CTI OS MR PG Data Srv Logger AWD UCS C 260 #1 CUIC CUIC Pub/Sub Finesse CVP OAMP CVP OAMP CVP Side B Clone A UCS C 260 #2 UCM UCM Sub CVP Call Server VXML Server Media Server Call Srv Router Generic PG CTI OS MR PG Data Srv Logger AWD CUIC CUIC Sub Finesse

Remote Expert 란? 컨택센터의지능적라우팅서비스와기업의 UC 를결합한스마트솔루션으로고객을 High- Quality, High-Definition Video & Voice 로기업내해당전문가와연결시켜줍니다. 부가가치가높은 transaction 에대한전문가를찾아서연결 기업내전문가가상풀 고품질의음질및화면제공을통한확실한고객경험제공 전문가인력활용의효율성제고 문서공유, 출력, 작성, 서명및지불을포함하는원스톱비즈니스프로세스

브랜드에맞는맞춤형 Remote Expert 가능 고객이원하는그래픽, 폰트, 메시징등다양한선택사양을 Remote Expert work flow 에적용할수있어브랜드에맞는경험을제공 Initial Phase Start Screen (Home Page) Video Menu Call Setup Phase Video Streaming While-in-Queue Session Phase Video Push Collaboration Video on Hold Feedback Final Phase Thank You

Conceptual Process Flow Remote Expert 를통해브랜치에서보다확대된고객서비스제공가능 1 Click to edit Master text styles 스마트브랜치고객 Second level Third level Fourth level 고객지원센터 2 고객은해당상품의필요성파악 고객이전문상담요구해당상품전문가요청 고객지원센터로연결 Data Center NO 3 5 Expert Queue 에위치 전문가가용상태? YES 4 Database 검색 기업내위치한상품전문가 2013 Cisco and/or its affiliates. All rights reserved. 6 7 상품전문가가상담요청수락고객호를전문가에게연결 Collaborative 한상담진행 8 고객만족도조사 Cisco Connect 24

Remote Expert Solution Release 1.8 Store/Branch Cisco Remote Expert Manager (REM) CTS Series EX Series Public/Private Content Cloud 또는 Cisco Unified Call Manager (CUCM) CCE/CCX H.264 Video Graphics Content Control Traffic 2013 Cisco and/or its affiliates. All rights reserved. Payment Cards Touch Screen Display Cisco IEC 4600 Product Expert CTS Series Scan/Print/Copy Expert PC ( 공유및세션제어 ) EX Series Media Sense Audio Recording Expert Call Center

Remote Expert Call Flow - 내방고객이상담요청및대기 1. 고객은터치스크린상의메뉴를선택하면세션이시작됨 6. UCM 은고객용 CTS 의상태정보를 REM 에전달 3. CVP 는 UCCE 에게 route 정보를요청하고고객호는상담원이가용할때까지 queue 에대기 Touch Screen Display 7. REM 은 Kiosk app 에게고객대기용영상을 media server 에요청하도록지시 고객용 CTS 4. CVP 는 UCM 에게고객호를 VXML gateway 에연결하도록요청 2. REM 은 UCM 을통해고객용 CTS 와 CVP DN 간의 call setup (JTAPI 를이용 ) IEC 4600 8. RE Kiosk app 은 media server 에서영상을받아 touch screen 상에재생 5. VXML gateway 는 CVP 에게어떻게처리할것인지를문의하고 CVP 는 silent audio 를 CTS 에전송하도록요청

RE Call Flow - 고객과 Expert 간세션시작 1. 전문가가상담가능하면 CVP 는 VXML gateway 와의 call leg 를종료 3. 이때 UCCE 는전문가에게고객정보전달 4. REM 에게상태정보가전달되면, REM 은영상재생을중단하고 touch screen panel 상에로고표시 2. 고객호는 CUBE 를통해전문가용 CTS 에전달 Touch Screen Display IEC 4600 고객용 CTS 6. Media 는 MediaSense 에 forking 되어 audio recording 으로저장됨 CUBE MediaSense 5. 전문가는고객호를수락하고 CUBE 를통해서연결

Agent Layout 예 재택 전문가기본업무환경 사무실

Store / Branch Layout 예

Case Study 현재사용중인기관 : Bank of America Corporation (BAC), HSBC, Bank of Montreal, Citizens Bank (Royal Bank of Scotland s subsidiary in US), Royal Bank of Canada, Citibank (Japan) Umpqua Bank, Garanti Bank, Nordic banks Danske, DnB NOR. Bank of America Corporation 2010 년에도입하여파일롯후 9 월에 Washington, D.C 와 Los Angeles 인근지점에서공식서비스개시 - 지점내에 advisor 룸을마련하여 Remote Expert 솔루션설치. - 고객은 online 으로예약후해당상품 specialist 에대기한고객이많은경우기다리지않고 TelePresence 를이용하여대출, 재테크, 투자관련상담진행. Bank of Montreal (BMO) - 2010 년에일반지점과 wealth management 지점에설치 - 과거에는전국에걸친지점을전문가가돌아다니며고객과상담 - Remote Expert 를설치하여일반지점에내방하는고객에대해서 financial planner, investment advisor 와연결하는서비스개시. 현재전국 50개이사용중 지점

Summary Packaged CCE 는기업클라우드환경에최적화된컨택센터솔루션 - 클라우드는기업 IT 환경의미래 - 컨택센터도클라우드의기반인가상화와관련서비스지원은필수 Remote Expert Solution 은전문인력활용을최적화하고, 고객에게고부가가치의다양한서비스를제공하는스마트솔루션 - 다양한업무환경을지원하는기업용 UC 와지능적라우팅을제공하는컨택센터와결합하여보다효율적으로고객서비스제공 - 전문가는고부가가치 transaction 을 one stop 으로처리가능