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1、#CiscoLive#CiscoLiveCarlos Guadamuz Business Development ManagerBRKCCT-2724Exploring Webex Contact Center functionality and use cases 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveEnter your personal notes hereCisco Webex App Questions?Use Cisco Webex App to chat with th
2、e speaker after the sessionFind this session in the Cisco Live Mobile AppClick“Join the Discussion”Install the Webex App or go directly to the Webex spaceEnter messages/questions in the Webex spaceHowWebex spaces will be moderated by the speaker until June 9,2023.1234https:/ 2023 Cisco and/or its af
3、filiates.All rights reserved.Cisco PublicBRKCCT-27243Agenda 2023 Cisco and/or its affiliates.All rights reserved.Cisco PublicWebex Contact Center OverviewEmployee ExperienceManagement ExperienceAdministration ExperienceContact Orchestration&AI Reporting and AnalyticsProgrammatic Contact CenterTakeaw
4、ays and Q&ABRKCCT-27244 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveSafe Harbor StatementThis presentation contains“forward-looking”statements that involve risks,uncertainties and assumptions.If the risks or uncertainties ever materialize or the assumptions prove incor
5、rect,our results may differ materially from those expressed or implied by such forward-looking statements.All statements other than statements of historical fact could be deemed forward-looking,including,but not limited to,any projections of financial information;any statements about historical resu
6、lts that may suggest trends for our business;any statements of the plans,strategies,and objectives of management for future operations;any statements of expectation or belief regarding future events,technology developments,or enforceability of our intellectual property rights;and any statements of a
7、ssumptions underlying any of the foregoing.These statements are based on estimates and information available to us at the time of this presentation and are not guarantees of future performance.Actual results could differ materially from our current expectations as a results of many factors,including
8、 but not limited to:the unpredictable nature of our rapidly evolving market and quarterly fluctuations in our business;the effects of competition;and any adverse changes in our indirect channel relationships.These and other risks and uncertainties associated with our business are described in the co
9、mpanys annual report on Form 10-K.The forward-looking statements in this presentation are made as of the date of the initial publication of this presentation,and we disclaim any obligation to update these statements at any time in the future.BRKCCT-27245Webex Contact Center Overview 2023 Cisco and/o
10、r its affiliates.All rights reserved.Cisco Public#CiscoLiveEmpowerinteractions across the customer journeyBRKCCT-27247 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveChat,email,SMS,WhatsApp,and Facebook Messenger using digital channels from Webex ConnectAgents handle digi
11、tal channel contacts in a unified Webex Contact Center agent desktopContact center business users and admins can build digital contact flows using the new flow builder and can integrate chat botsReporting via AnalyzerDigital Channels via Webex ConnectBRKCCT-27248 2023 Cisco and/or its affiliates.All
12、 rights reserved.Cisco Public#CiscoLiveWebex Contact Center New Licensing with CC Flex 3.0Standard Agent FeaturesStandard Agent FeaturesPremium Agent FeaturesPremium Agent FeaturesPositioningLeading offer“Things a customer needs”High value“Things a customer wants”FeaturesInbound voiceIVR portPreview
13、 outboundNew:chat&email(agent assisted)New:Journey Data ServicesNew:Webex Connect(Self-Service channels)All in Standard plusSMS,WhatsApp,Facebook Messenger(Agent assisted)Supervisor featuresFuture may include*:Smart Audio(BabbleLabs),Apple Bus Chat,Twitter,Other digital channels,Advanced recordingLi
14、st PriceWXCC:$115 Concurrent,$85 NamedWXCC:$170 Concurrent,$130 Named*Draft Future still in definitionSubject to fair use,some elements may come with additional charge,inclusions may vary by regionBRKCCT-27249 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveCalling Messagi
15、ng Meetings AI Insights and Analytics Journey dataWebex creates Business systemsChannelsFraud managementOrder&appointment managementTransaction processingCRM and case managementE-commerce&billing platformsBRKCCT-272410 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveEnterp
16、rise-ready Horizontally scalable with global reachTested to 20,000 concurrent agent capacity Live customer with 4,000 concurrent and 12,000 named agents87 operating countriesBRKCCT-272411 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveThis map is fully editableDouble-clic
17、k or ungroup to edit individual countries Webex Contact Center Global ReachFrankfurtFrankfurtAustria1Belgium1Bulgaria1Croatia1Cyprus1Czech Republic1Denmark1Estonia1Finland1France1Georgia1Germany1 Greece1Hungary1Iceland1Ireland1 Italy1JordanLatvia1LiechtensteinLithuania1Luxembourg1Malta1Netherlands1N
18、orway1Poland1Portugal1Romania1Slovakia1Slovenia1Spain1Sweden1Switzerland1Ukraine1United Arab Emirates1Argentina1Aruba1Bahamas1Belize1Bermuda1BrazilCayman Islands1ChileColombia1Costa Rica1Curacao1Dominican Republic1EcuadorEl SalvadorGuatemalaHondurasIndiaJamaica1MexicoNicaraguaPanamaPeruPuerto Rico1T
19、rinidad and Tobago1United States1,2 AustraliaAustraliaAustralia1 Hong Kong1IndonesiaMalaysiaNew ZealandPhilippinesSingaporeSouth KoreaTaiwan1ThailandVietnamApplication Data CentervPOPAcqueon Data CenterWebex Connect Data CenterWFO(Calabrio)Data CenterWFO(Verint)Data CenterCCAI Data Center1Permitted
20、for SMS2Permitted for unbundled(without PSTN)and bundled with Webex Contact Center PSTNCanadaCanadaApplication Data CenterComing Soon(H2CY23)Canada1,2 JapanJapanApplication Data CenterJapan1 (CY23)Due diligence for regulatory and compliance is up to the end customer.Countries permitted for sale in c
21、ountry unless noted otherwise.Sales are permitted for unbundled(without PSTN).United StatesUnited StatesCameroon1Cote dlvoire1EgyptGhana1Israel1Morocco1NigeriaQatar1Saudi Arabia1South AfricaSouth SudanTurkeyUganda1United Kingdom1 Zambia1United Kingdom United Kingdom Sales in India are restricted to
22、India local BPOs serving US customers.BRKCCT-272412 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveMaking a ConnectionCustomer call legAgent call legEnd CustomerAgentQueue and Agent SelectionTwo call legsBRKCCT-272413 2023 Cisco and/or its affiliates.All rights reserved.C
23、isco Public#CiscoLiveWebex Contact CenterVoice Connectivity OptionsMedia Media ServicesServicesWebex CallingWebex CallingvPOP BridgevPOP BridgeWebex CC Webex CC Cisco ProvidedCisco ProvidedBundled PSTNBundled PSTNService ProviderService ProviderBYoPSTNBYoPSTNCustomer premise123UCM EndpointsAccess Ne
24、tworkAccess NetworkWebex Webex Calling CCPPCalling CCPP4LGWBYoPSTNBYoPSTNCustomer premiseWebex Calling Endpoints5Access NetworkAccess NetworkPeering SBCPeering SBCAccess SBCAccess SBCUS OnlyWebex Contact CenterDemystifying voice connectivity and real-time media handling in Webex Contact Center-BRKCC
25、TBRKCCT-27232723Monday,Jun 5,10:30 AM-12:00 PM PDTCarles Duz PalauBRKCCT-272414 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex Contact CenterVoice Connectivity OptionsMedia Media ServicesServicesWebex CallingWebex CallingvPOPvPOP BridgeBridgeWebex CC Webex CC Cisco
26、ProvidedCisco ProvidedBundled PSTNBundled PSTNService ProviderService ProviderBYoPSTNBYoPSTNCustomer premise123UCM EndpointsAccess NetworkAccess NetworkWebex Webex Calling CCPPCalling CCPP4LGWBYoPSTNBYoPSTNCustomer premiseWebex Calling Endpoints5Access NetworkAccess NetworkPeering SBCPeering SBCAcce
27、ss SBCAccess SBCUS OnlyWebex Contact CenterDemystifying voice connectivity and real-time media handling in Webex Contact Center-BRKCCTBRKCCT-27232723Monday,Jun 5,10:30 AM-12:00 PM PDTCarles Duz PalauBRKCCT-272415Employee Experience 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#Ci
28、scoLiveWebex Contact Center Agent DesktopA fresh,modern experience that empowers your agentsExtensible via widgets and JavaScript SDKAgent and SME CollaborationOmni-channel User ExperienceEmail&ChatVoice&SMSFacebook Messenger&WhatsAppBRKCCT-272417 2023 Cisco and/or its affiliates.All rights reserved
29、.Cisco Public#CiscoLiveAutomated follow up workflows for digital channelsAgents can trigger automated workflows,such as:Ticket creation in a CRM systemOffer or request fulfillmentFuture appointment settingProcess automationAgents experience exactly what the customer sees with message previewsEnhance
30、d agent contact handling,including:Rich text editingEmojis and stickersHyperlinksDelivery receiptsAgents can use rich text features and easily trigger follow up workflows Administrators can customize pre-defined workflow options for agents to search,select,and executeBRKCCT-272418 2023 Cisco and/or
31、its affiliates.All rights reserved.Cisco Public#CiscoLiveJourney Data Service WidgetAs part of the integration of journey data service into Webex Contact Center,we will provide a customer journey omnichannel widget for the agent desktop to provide enterprises a single view of their customers dynamic
32、 profile and live/historical interaction across every enabled touchpoint.FutureTarget Date:1H 2023BRKCCT-272419Agent Desktop Walkthrough Demo 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveConfigurable Desktop Popover and Interaction PaneCreate custom variables in the flo
33、w designer for the agent incoming popover and interaction paneCustom variable is displayed on the agent desktopFlow control designers can configure variables for agent desktop voice popover and interaction paneShowing key information to agentsProvides customers more customization capabilities Agents
34、 can relate to valuable call-relevant details in the popover and interaction details smoother customer experienceBRKCCT-272421 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveDesktop Documentation LinksAgent Desktop White Paper:https:/ Desktop User Guide:https:/ Desktop La
35、yout Configuration Guide:https:/ Desktop Sample Widgets:https:/ciscodevnet.github.io/webex-contact-center-widget-starter/https:/ Desktop Developer Guide(Including JS SDK):https:/devportal.wxcc- Experience 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveSupervisor Desktop R
36、ole OptionsSupervisors will be able to sign into the desktop,with varied profile options(such as supervisor only or supervisor and agent role)and post sign-in,they will be provided a dedicated User Interface for supervisor-centric activitiesFutureTarget Date:CY2023BRKCCT-272424 2023 Cisco and/or its
37、 affiliates.All rights reserved.Cisco Public#CiscoLiveSupervisor desktopPriority dashboard for a quick view of whats most importantAutomated supervisor functions allowing time to focus on the customer experienceAgent performance management BRKCCT-272425 2023 Cisco and/or its affiliates.All rights re
38、served.Cisco Public#CiscoLiveSupervisor desktopTeam performance widgetHolistic view of agent information across teams,to derive and decide next action stepsSee important insights and analytics to empower agents and help meet business goals.View your team performance and get detailed agent informatio
39、n.BRKCCT-272426 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveSupervisor desktopMid-call monitoringSilently drop-in on calls to monitor an agent/customer interaction.Provide guidance or support to an agent.Help agents resolve customer issues efficiently and effectively.B
40、RKCCT-272427Admin Experience 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveContact Center ConfigurationTeams,SkillsAgent to team associationRouting strategies.and moreWebex Contact Center Admin PortalBRKCCT-272429 2023 Cisco and/or its affiliates.All rights reserved.Cisc
41、o Public#CiscoLiveContact Center Admin SimplificationControl HubOnboarding,Licenses,Teams,Profiles,SkillsUser ManagementSupport Channels&Customer ExperienceDN,Webex Connect Assets,Entry Points,Flow Designer,Workflows,Business Routing Engine,Routing Strategies,Data Dip,Audio Prompts,Queues Tenant Pro
42、visioning and SetupCustomer OnboardingDesktop Layouts,Wrapup Codes,Outdial Configs,Auto Response Agent ExperienceTenant SettingsSecurity,Voice,Timeouts,Recording SchedulesOther Features and ConfigsOverview,Dashboards,Audit Logs,Telephony ConfigurationsFuture Feature to Control HubCurrent Feature in
43、Control HubFutureTarget Date:CY2023BRKCCT-272430Control Hub User Provisioning Demo 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveJDS High-level architectureJourney event Journey event storagestorage(NoSQL)(NoSQL)Journey event Journey event processorprocessorJourney Journ
44、ey event receiverevent receiverRealReal-time time event event streamer streamer with with exportexportcapabilitycapabilityProgressive profiles Progressive profiles with userwith user-tailored datatailored dataREST APIsREST APIsAPI-first,programmaticMulti-CloudHyper-scale event processingData governa
45、nceWeb componentsJourneyAPIsHTMLJavascriptCSSPre-built integrationsAI/ML AI/ML plugplug-in inAction triggers Action triggers(Programmatic+manual)(Programmatic+manual)Webex Contact CenterWebex XMDigital touchpointsListen1Identify/Analyze2Act4Events TrackingDynamic ProfilingOrchestrationREST/JSON.NET
46、SDK.PHP packageJava LibFutureTarget Date:1H 2023Unleash the power of Customer JDSBRKCCTBRKCCT-20292029Monday,Jun 5,11:00 AM-12:00 AM PDTBarry McLellanBRKCCT-272432 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWhat is Webex Experience Management v2?Core use cases for Web
47、ex Experience Management v2:Surveys Create,Capture,Analyze,Act,and Monitor!Omni Channel Survey from anywhere!Natural Language Processing find the themes and terms your customers are talking about the most!Path Analysis observe your customers through their journey with you contact center!Voice to Tex
48、t AnalysisTopic ModelingSurvey CreationSentiment AnalysisTheme AnalysisAgent CoachingJourneyOptimizerSurvey CollectionVoice toTextVisualizationFutureTarget Date:1H 2023BRKCCT-272433 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveSurveysPost Call Survey Interactive Voice R
49、esponse(PCS IVR)Digital Surveys through Webex ConnectoLive ChatoSMSoEmailoFacebookoWhatsAppFutureTarget Date:1H 2023BRKCCT-272434 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveFinding the Survey Builder through Control HubFutureTarget Date:1H 2023BRKCCT-272435 2023 Cisco
50、 and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveSurvey Builder Digital SurveyFutureTarget Date:1H 2023BRKCCT-272436 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveDigital Survey Through Webex ConnectFutureTarget Date:1H 2023BRKCCT-272437 2023 Cisco and/or
51、 its affiliates.All rights reserved.Cisco Public#CiscoLiveSurvey Builder PCS IVRFutureTarget Date:1H 2023BRKCCT-272438 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLivePCS IVR Through Flow DesignerFutureTarget Date:1H 2023BRKCCT-272439 2023 Cisco and/or its affiliates.All r
52、ights reserved.Cisco Public#CiscoLiveThe ResultsWill be in:AnalyzerSupervisor DesktopAgent DesktopDownloadable from the survey builder as a CSV.FutureTarget Date:CY2023BRKCCT-272440 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveCurrent CRM ConnectorsCisco-built&supported
53、Coming 2023Available nowBRKCCT-272441 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveDynamic Menus that maintain customer context through data lookups from the CRM inside Flow.IVR Data DipsIVR Data DipsContact Routing inside flow leveraging HTTP Requests from the CRM.Inte
54、lligent RoutingIntelligent RoutingContact Center controls within the CRM Unified single pane of glass for the agents.Integrated DesktopIntegrated DesktopUpon call answer and transfers,agent receives relevant context with the customer record from the CRM.Screen PopsScreen PopsPost call activities pos
55、ted into the CRM after the interaction.Post call ActivityPost call ActivityInstant Outdial calls from the CRM via Webex Contact Centers outdialcapability.ClickClick-toto-CallCallCisco CRM Connector CapabilitiesBRKCCT-272442 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveM
56、icrosoft Teams interoperabilityAbility to connect,route,and answer calls between Cisco Contact Center and Microsoft Teams Client.43FutureTarget Date:1H 2023Unifying Microsoft 365 with Webex Contact CenterBRKCCTBRKCCT-10071007Monday,Jun 5,1:00 PM-2:00 PM PDTDan MathewsBRKCCT-272443Contact Orchestrati
57、on&AI 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveFlow DesignerProgrammableExtensibleExpression builder&parserReal-time validationCall Handling elementsControlling the flowService creation designer spaceAdding actions to flow eventsCustom Call variablesWebex Contact Ce
58、nter Routing and OrchestrationBRKCCTBRKCCT-20282028Wednesday,Jun 7,10:30 AM-12:00 PM PDTKrishna TyagiBRKCCT-272445 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveScreen pops on agent answerPost call survey after the callScripting within the queued blockPost Call SurveysSc
59、reen-pops within DesktopFlow Designer event flowsBRKCCT-272446 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveFlow Export&ImportCreate flow templates from existing flows and easily replicate them to quick build new flowsEnhances developer productivity to export flows as t
60、emplates and import them for a quick start.Available through APIs for partners.Ability to create flow templates for quick startExport a currentflow to a.csv as a template to develop similar flows.Import a.csv of a template flow as a quick start for creating a new flow.BRKCCT-272447 2023 Cisco and/or
61、 its affiliates.All rights reserved.Cisco Public#CiscoLiveFlow Designer HTTP RequestThe HTTP Request activity fetches information from an external data source such as a CRM using standard HTTP protocols.Basic Auth and OAuth 2.0 attributes are supported for authenticated endpointsSupport of popular M
62、ethods(GET,POST etc.)Includes Parsing of response bodyBRKCCT-272448Flow Designer Demo 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWorking HoursHoliday ListOverridesWorking HoursDefine time during which contact centre will be operational.Each working hours contains one
63、or more shifts.We can configure different schedules for different time zonesDefine specific day or day range which is declared is holiday.Entire 24 hours of the day selected is marked non-operationalConfigure working hours for special cases like Emergency or Christmas when contact centre is working
64、for additional hoursBRKCCT-272450 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveConfiguring Business Hours in Control HubBusiness Hours tab available under contact center when FF is enabledBRKCCT-272451 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#Ci
65、scoLiveConfiguring Business Hours in Control HubBRKCCT-272452 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveBusiness Hours Activity in Flow ControlBRKCCT-272453 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveConfiguring Entry Point in Tenant M
66、anagement portalBRKCCT-272454 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveError Handling in Flow Control Activity Level Error HandlingThe error path links could deal with expected or unexpected errorsDefining error path links are made optionalBRKCCT-272455 2023 Cisco a
67、nd/or its affiliates.All rights reserved.Cisco Public#CiscoLiveGlobal Error HandlingEnabled by defaultIt would capture all kinds of the unexpected errors if theowner does not configure the error path links for theactivityBRKCCT-272456 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public
68、#CiscoLiveFlow Trace Debugging Debugging built into UIVisibility into customer interactionsFiltering to find interactions easilyExtensive details on each interaction including activity execution data and flow pathBRKCCT-272457 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLi
69、veDrag-and-dropinterface with extensive customization capabilitiesEmpower rapid updates by business usersDrag-and-drop pre-built nodes onto the canvasConnect nodes to create a logical sequenceCreate multi-level flows using conditional branchingAdd your own code to implement custom logicReuse flows a
70、cross different journeysEnrich context using pre-built integrations with CRM systems such as Salesforce,Zendesk,etc.BRKCCT-272458 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveBot builder for Digital ChannelsEnable self service automation using AI-powered chatbotsWebex C
71、ontact Center(digital)comes with a bot builder application,including Q&A and Task bots(default pack)Deploy the same Q&A bot on multiple messaging channels Instantly initiate automated fulfillment journeys within the conversation using task botsAutomate simpler queries and seamlessly transfer complex
72、 queries to agentsBRKCCT-272459Self Service Schedule Appointment DemoNote demo is available today on dcloud 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveUniversal Harness enables Cisco AI or Partner powered AI capabilitiesPre-contactSelf-serviceRoutingAgentPost-contact
73、Dynamic FAQs Proactive outreach Automated email bots Discussion boards Virtual agents Chat bots Directed Dialog Conversational Dialog manager Voice Biometrics Predictive Intent Detection Flow analytics&optimization Sentiment based routing Dynamic agent skills Performance based routing Caller priorit
74、ization Predictive wait times Call transcriptions Agent Answers Agent coaching Supervisor alerts KB generation/optimization Robotic Process Automation Conversation summary/auto-wrap up Sentiment Analysis Auto CSAT Agent quality monitoring Theme detection Follow-up management Predictive contact taggi
75、ngUniversal Universal HarnessHarnessFutureTarget Date:1H 2023Unify AI services from multiple vendorsBRKCCT-272461Reporting and Analytics 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveAnalyzer reports and dashboards100+stock reports in table,chart and card formatRun,creat
76、e,copy and schedule options.36 months data retention.Business MetricsHistorical and Real-time reportsImprove efficiency with real-time and historical operational dashboards and reports.New Webex Contact Center Analyzer BRKCCTBRKCCT-20002000Tuesday,Jun 6,10:30 AM-11:30 AM PDTRick SimonBRKCCT-272463 2
77、023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveMigration from UCCXSet of 9 stock voice-only report templates for transitioning UCCX customers.Same look and feel as UCCX reportsHand-picked to help customers during migration until they get used to Webex Contact Center termin
78、ology and reportsMigrating the Premise Contact Center to the Cloud-BRKCCTBRKCCT-10131013Thursday,Jun 8,8:30 AM-10:00 AM PDTMike TurnbowBRKCCT-272464 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveAnalyzer UX refreshFutureTarget Date:CY2023Enables creation of widgets that
79、can used in agent and supervisor desktopReal-time and historical data dashboardsSimple,intuitive&rich visualization UIResponsive UI across supported devices/OSBRKCCT-272465Programmatic Contact Center 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveDeveloper Portal New deve
80、loper portal enables third-party developers to access the Webex Contact Center platform programmatically Open APIs allow flexibility and customization to create connected customer journeys.New token-based authentication for enhanced securityBRKCCT-272467 2023 Cisco and/or its affiliates.All rights r
81、eserved.Cisco Public#CiscoLiveDesktop APIs REST APIs for agent call control events and agent state management Build custom agent desktops and build integrations with third party integrations like CRM.Accept,Wrap-up,End Task,Agent State changeCall Control(answer,hang-up,hold,resume,conference,transfe
82、r),Click to call,Call recording pause/resume BRKCCT-272468A look ahead 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveChat bot to human agent summarizationAutomatic summary of an entire chatbot conversation delivered at the point of handoff to a live agent.Ok.Pls cancel t
83、he cardCan I speak to an agentMMReceived 1mReceived 1mIf your card is lost or stolen,call us ASAP at(555)456-1234 to cancel your card.The procedure to cancel your ABC bank card is:1.Log in to your account 2.Click on the New Card.3.Select the Card to cancel.Sent 1mDelivered 1mAAYes,one of our agents
84、will respond to you soon.Delivered 1mAChat SummaryUser asked for help with a lost card.Provided options for reporting a lost/stolen card.Bot explained how to cancel the card.User then asked to speak to an agent.Effective agentsNEWBRKCCT-272470 2023 Cisco and/or its affiliates.All rights reserved.Cis
85、co Public#CiscoLiveProprietary Agent AnswersEmpower agents with context-driven suggestions and guidance in real time.Effective agentsGA H2 CY2023COMING SOONBRKCCT-272471 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveGenerative code for journey customization Describe the
86、code you are looking to generate,and AI will quickly return the appropriate code in seconds.Evaluate NodeEfficient organizationsNEWBRKCCT-272472 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLivePowerful Webex Contact Center URLsWhats new:https:/ Contact Center Customer Succ
87、ess:https:/ Contact Center Status:https:/ Contact Center Customer Ideas Portal:https:/ciscocollabcustomer.ideas.aha.io/BRKCCT-272473 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveConclusionFocus on building customer centric voice and digital journeysAutomate repetitive t
88、asks through digital orchestrationContinue your journey here at Cisco live and through certificationBRKCCT-272474With Webex Contact Center,Empower interactions across the customer journey 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveFill out your session surveys!Attende
89、es who fill out a minimum of four session surveys and the overall event survey will get Cisco Live-branded socks(while supplies last)!These points help you get on the leaderboard and increase your chances of winning daily and grand prizesAttendees will also earn 100 points in the Cisco Live Challeng
90、e for every survey completed.BRKCCT-272476 2023 Cisco and/or its affiliates.All rights reserved.Cisco PublicContinue your educationVisit the Cisco Showcase for related demosBook your one-on-oneMeet the Engineer meetingAttend the interactive education with DevNet,Capture the Flag,and Walk-in LabsVisi
91、t the On-Demand Library for more sessions at www.CiscoL you#CiscoLive 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLive79Gamify your Cisco Live experience!Get points Get points for attending this session!for attending this session!Open the Cisco Events App.Click on Cisco Live Challenge in the side menu.Click on View Your Badges at the top.Click the+at the bottom of the screen and scan the QR code:How:123479 2023 Cisco and/or its affiliates.All rights reserved.Cisco PublicBRKCCT-2724#CiscoLive