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1、#CiscoLive#CiscoLiveGino DAddario&Joe WongMrGino&joe-wong-756459BRKCCT-2024Ciscos Flexible,Hybrid SolutionCloud Services for Contact Center Enterprise(UCCE/PCCE/WxCCE)2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveEnter your personal notes hereCisco Webex App Questions?Us
2、e Cisco Webex App to chat with the 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 9,2023.123
3、43https:/ 2023 Cisco and/or its affiliates.All rights reserved.Cisco PublicBRKCCT-20243 2023 Cisco and/or its affiliates.All rights reserved.Cisco PublicSlido PollsEvent#:1734077No Passcode4BRKCCT-2024https:/app.sli.do/event/sA5isMRidVnW2UMKHYgtFRAgenda 2023 Cisco and/or its affiliates.All rights re
4、served.Cisco PublicCustomer Engagement PillarsCloud Services ArchitectureProactive EngagementAutomated&PersonalizedExceptional ServiceData-Driven DecisionsHybrid ModelsBRKCCT-20245HybridAgenda 2023 Cisco and/or its affiliates.All rights reserved.Cisco PublicWebex Contact CenterPositioning&MarketingF
5、eature ComparisonsDeep Dive on Webex CallingNOTBRKCCT-20246 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveRecommended Breakout Sessions&Walk-in LabsBRKCCT-2899Design,Implement,&Maintain an AI-driven CXBRKCCT-2027CCE Digital Channels Powered by Webex ConnectBRKCCT-2029Unl
6、eash the Power of JDS&Its APIs for Amazing CXLABCOL-2149CCE Digital Channels Powered by Webex ConnectLABCOL-2007CC Artificial Intelligence with Google CloudLABCCT-2978CCAI Agent Answers&TranscriptsLABCCT-1047Customer Journey as a Service and Contact CenterBRKCCT-20247 2023 Cisco and/or its affiliate
7、s.All rights reserved.Cisco Public#CiscoLiveMeet with us Mandalay Bay Meeting ZoneWednesday 10-11am or 1-4pmBRKCCT-20248 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveAbout YouCisco CC Customers?How many of you areCompletely new to CC technologies?Familiar with CC but no
8、n-Cisco?CCE/HCSICM,Parent/Child,NAM/CICM?CCXCompetitors?Cisco Partners?Webex CC?BRKCCT-20249 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveAbout UsBRKCCT-202410Joe too busy for picturesJoe too busy for picturesCustomer Engagement Pillars 2023 Cisco and/or its affiliates.
9、All rights reserved.Cisco PublicWhat would your rank as the most important?(Top 2)(Choices in SLIDO poll)BRKCCT-202412 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveBRKCCT-202413 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveBRKCCT-202414 202
10、3 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveThe Connected Customer EngagementProactive notificationDigital automation and self-service Across digital and human interactionsBRKCCT-202415 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveThe Connect
11、ed Customer EngagementAcross digital and human interactionsProactive notificationDigital automation and self-service Self-service optionsBRKCCT-202416 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveThe Connected Customer EngagementAcross digital and human interactionsProa
12、ctive notificationDigital automation and self-service Self-service optionsHandover to human agentContact center agent desktop with full customer context Human engagementBRKCCT-202417 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveThe Connected Customer EngagementAcross di
13、gital and human interactionsDigital follow-upProactive notificationDigital automation and self-service Self-service optionsHandover to human agentContact center agent desktop with full customer context Human engagementExperiencesurveyPersonalized offerBRKCCT-202418 2023 Cisco and/or its affiliates.A
14、ll rights reserved.Cisco Public#CiscoLiveThe Connected Customer EngagementAcross digital and human interactionsDigital follow-upProactive notificationDigital automation and self-service Self-service optionsHandover to human agentContact center agent desktop with full customer context Human engagemen
15、tExperiencesurveyPersonalized offerCustomer JourneyBRKCCT-202419 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveCiscos Pillars of Customer Engagement Innovation Proactive call deflection Channel escalation to agents Customer journey automation and orchestration with lowco
16、de/no-code interface Leveraged across on-prem&cloud platformsMeet users where they areDigital Channels Conversational(virtual agents)Agent augmentation Supervisor automation Audio intelligenceOptimize with AIArtificialIntelligence Journey data Contextual insights Business insights Voice of customer
17、insightsImprove business visibilityAnalytics&Insights Webex Control Hub 3rd party integrationsPower of the Platform Global market reach Security&ComplianceConnecting On-premises,Hybrid,and Cloud Models to the power of the full Webex portfolioBRKCCT-202420 2023 Cisco and/or its affiliates.All rights
18、reserved.Cisco Public#CiscoLiveWhat is your cost of change?TimeBusiness valueFlash cut architecture changeOpportunitycost of disruptive changeCloud-ConnectedRefresh RebuildBRKCCT-202421Cloud Services Architecture 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveArchitecture
19、 OverviewCustomer PremisesContact CenterCloud InterfacesDigitalAIAnalytics&InsightsVoiceExperience ManagementAI HarnessJourney DataServiceReporting&Analytics3rdParty IntegrationsCallingConnectDesktopDigital ChannelsBRKCCT-202423 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#Cisco
20、LiveCustomer PremisesContact CenterCloud InterfacesDigitalAIAnalytics&InsightsVoiceExperience ManagementAI HarnessJourney DataServiceReporting&Analytics3rdParty IntegrationsCallingConnectDesktopDigital ChannelsBRKCCT-202424 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveC
21、ustomer PremisesContact CenterCloud InterfacesDigitalAIAnalytics&InsightsVoiceExperience ManagementAI HarnessJourney DataServiceReporting&Analytics3rdParty IntegrationsCallingConnectDesktopDigital ChannelsBRKCCT-202425 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveIntera
22、ction StartVoiceWorkforceManagementCall RecordingSpeech AnalyticsBusiness SystemsVoiceCloud Services ArchitectureInteraction EndDigital ChannelsDigital ChannelsCallingDesktopExperience ManagementAdministrationRouting&QueueingAI HarnessConnectJourney DataServiceReporting&AnalyticsTranslationTranscrip
23、tionAnswersAI/BotSignalingJourneySD-WANBRKCCT-202426 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveInteraction StartVoiceWorkforceManagementCall RecordingSpeech AnalyticsBusiness SystemsVoiceCloud Services ArchitectureInteraction EndDigital ChannelsCallingDesktopExperien
24、ce ManagementAdministrationRouting&QueueingAI HarnessConnectJourney DataServiceReporting&AnalyticsTranslationTranscriptionAnswersAI/BotSignalingJourneySD-WANHybridContact Center Enterprise(CCE)Cloud Connect(VM)DMZDigital ChannelsWebex Connect instantly modernizes the front door to your customers.Ena
25、bles self-service today,with seamless transition to CCE agentsBRKCCT-202427 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveScenario Flow ArchitectureInteraction StartVoiceVoiceDigital ChannelsDigital ChannelsProactiveAgent AssistanceInteraction EndReactiveGather DataInsig
26、hts&ActionsAutomated IntelligenceBRKCCT-202428 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveScenario Flow DataBusiness data identifies trigger to proactively engage customerVirtual AgentHandles basic questions&requests via Conversational AILive AgentHandles exception si
27、tuations requiring human interventionUse gathered data to derive insights&actionsinsights&actionsCustomer profile contains preferred channel for contactBRKCCT-202429 2023 Cisco and/or its affiliates.All rights reserved.Cisco PublicWhat is your preferred method for contacting a business?(Choices in S
28、LIDO poll)BRKCCT-202430 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveProactive Engagement on Preferred ChannelChallenge:Challenge:How do we reach our customers before they know they need us?We tried a dialer campaign but no one answers calls from unknown numbers!Solutio
29、n:Solution:Proactive Digital Notifications Results:Results:Positive unexpected customer experienceLess reactive high-sensitivity inbound callsBRKCCT-202431 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveProactive EngagementInteraction StartVoiceDigital ChannelsProactiveIn
30、teraction EndReactiveBRKCCT-202432 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveDriving Efficient InteractionsTriggerWorkflowOrchestrate/AutomateRemindersWebsite Pop-upsNotificationsOther WorkflowsOther Services(ex.JDS)1-way/2-waysSingle Channel/Any ChannelOmni-Channel/
31、Multi-ChannelInteractIntegrationsIf/Then Next StepsProcess(es)EfficiencyBRKCCT-202433 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveContinuous Efficiency Gains34BRKCCT-2024 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveInteraction StartBusine
32、ss SystemsProactive Engagement ArchitectureInteraction EndDigital ChannelsConnectJourneySD-WANBRKCCT-202435 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveInteraction StartBusiness SystemsProactive Engagement ArchitectureInteraction EndDigital ChannelsConnectJourneySD-WAN
33、Internet/CarrierBRKCCT-202436 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveInteraction StartBusiness SystemsDigital Channels ArchitectureInteraction EndDigital ChannelsConnectJourneySD-WANInternet/CarrierWorkflow EngineChannelGatewayChannel ProcessorExtensionChannelGate
34、wayChannelGatewayExtensionBRKCCT-202437 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveInteraction StartBusiness SystemsDigital Channels ArchitectureInteraction EndDigital ChannelsAdministrationConnectJourneySD-WANInternet/CarrierWorkflow EngineChannelGatewayChannel Proce
35、ssorExtensionChannelGatewayChannelGatewayExtensionBRKCCT-202438 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveRecommended Breakout SessionsBRKCCT-2027CCE Digital Channels Powered by Webex ConnectMonday 3-4:30pm CiscoL On-DemandBRKCCT-202439 2023 Cisco and/or its affiliat
36、es.All rights reserved.Cisco Public#CiscoLiveRecommended Walk-in LabsIn the Mandalay Bay Convention CenterLABCOL-2149CCE Digital Channels Powered by Webex ConnectWorld of SolutionsBRKCCT-202440 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveAutomated Personalized Assistan
37、ceChallenge:Challenge:I have a question aboutCan I make a change toSolution:Solution:Orchestration with AIResults:Results:Provide immediate answers&actions to common needs 24x7x365Customer-specific context delivers personalized experienceBRKCCT-202441 2023 Cisco and/or its affiliates.All rights rese
38、rved.Cisco Public#CiscoLiveAutomated Personalized AssistanceInteraction StartVoiceDigital ChannelsProactiveReactiveAutomated IntelligenceInteraction EndBRKCCT-202442 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveAutomated appointment reminders&rescheduling BRKCCT-202443
39、2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveAI StrategyProvidersCore PlatformConnectorGoogle CCAIConnectorConnectorAmazon LexConnectorAny AI VendorConnectorNuance MixOn-premises Contact CenterCloud Contact Center3rdParty ClientsCustom DesktopCRMBusiness Outcomes Enable
40、dAgent Burnout PreventionNext Best ActionCustomer SatisfactionCustomer-CentricitygRPCClient EndpointsRESTBRKCCT-202444 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveAI ProvidersMix and match Mix and match best-in-class AI services optimized for your business needsDiffere
41、ntiateDifferentiate from your competitorsMaintainMaintain your existing:Relationships/ContractsTenants/InstancesFootprint/InvestmentProvidersBRKCCT-202445 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveAI ConnectorsTranslators think PGs!Hosted in Ciscos cloud or Providers
42、 cloudBuilt by:CiscoOEMBuild your own!Build your own!46BRKCCT-2024ConnectorsProviders 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveCore PlatformLeverages Control Hub Control Hub Authentication Entitlements,BillingMetering&ThrottlingOrchestratesOrchestrates client reques
43、ts for AI servicesProvides output(API)for streaming endpointsProvidersConnectorsCore PlatformBRKCCT-202447 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveClient Endpoints(Streaming Interfaces)Links client for audio and messaginggRPCRESTFeatures Enabled:Text-to-SpeechTrans
44、criptionSentimentAgent AnswersEgress to CC client endpointsProvidersConnectorsCore PlatformClient EndpointsBRKCCT-202448 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveAI StrategyProvidersCore PlatformConnectorGoogle CCAIConnectorConnectorAmazon LexConnectorAny AI VendorC
45、onnectorNuance MixOn-premises Contact CenterCloud Contact Center3rdParty ClientsCustom DesktopCRMBusiness Outcomes EnabledAgent Burnout PreventionNext Best ActionCustomer SatisfactionCustomer-CentricitygRPCClient EndpointsRESTEmpowering agents Empowering agents(Answers,coaching,(Answers,coaching,wra
46、pwrap-up performance)up performance)Mix and match bestMix and match best-in in-class AI Services class AI Services optimized for your business needsoptimized for your business needsProvide Open Provide Open APIs APIs(Text to Speech,(Text to Speech,Speech to text,Speech to text,sentiment,sentiment,cu
47、stom custom connectors)connectors)Single point of integration with Single point of integration with selected AI services and selected AI services and multiple AI vendors.multiple AI vendors.BRKCCT-202449 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveAI Provider(Cisco/OEM
48、/BYOAI)OrchestrationControl HubClient ApplicationClient RequestFetch ConfigConnector InfoRequest/ContentResponse/ContentClient ResponseMessage FlowProvider APIClient APIServing APIBRKCCT-202450Core Platform 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveInteraction StartB
49、usiness SystemsAI/Self-Service ArchitectureInteraction EndDigital ChannelsAdministrationAI HarnessConnectAI/BotJourneySD-WANGoogle CCAINuance MixBRKCCT-202451 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveInteraction StartBusiness SystemsAI/Self-Service ArchitectureInter
50、action EndDigital ChannelsAdministrationConnectAI/BotJourneySD-WANGoogle CCAINuance MixProvidersBRKCCT-202452EndpointConnectorCoreConnectorConnector 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveInteraction StartBusiness SystemsAI/Self-Service ArchitectureInteraction End
51、Digital ChannelsAdministrationAI HarnessConnectAI/BotJourneySD-WANGoogle CCAIEndpointConnectorCoreConnectorConnectorNuance MixBRKCCT-202453 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveRecommended Breakout SessionsBRKCCT-2899Design,Implement,&Maintain an AI-driven CXThu
52、rsday 9:30-10:30amBRKCCT-2027CCE Digital Channels Powered by Webex ConnectMonday 3-4:30pm CiscoL On-DemandBRKCCT-202454 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveRecommended Walk-in LabsIn the Mandalay Bay Convention CenterLABCOL-2149CCE Digital Channels Powered by W
53、ebex ConnectWorld of SolutionsLABCOL-2007CC Artificial Intelligence with Google CloudWorld of SolutionsBRKCCT-202455 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveInteraction StartWorkforceManagementBusiness SystemsPersonalization:Storing BreadcrumbsInteraction EndDigita
54、l ChannelsAdministrationAI HarnessConnectAI/BotJourneySD-WANGoogle CCAIJourney DataServiceNuance MixBRKCCT-202456 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveExceptional ServiceChallenge:Challenge:I need an agent.Agent.A G E N T!A G E N T!Dont make me re-explain myself
55、Solution:Solution:Escalation to live agents across channelsResults:Results:Shift AI to humanChannel shift digital voiceAll while maintaining context&transcriptBRKCCT-202457 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveExceptional ServiceInteraction StartVoiceDigital Cha
56、nnelsProactiveReactiveAutomated IntelligenceInteraction EndAgent AssistanceBRKCCT-202458 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveInteraction StartVoiceBusiness SystemsCloud ArchitectureInteraction EndDigital ChannelsAdministrationConnectHTTPSSignalingJourneySD-WANC
57、CEDesktopPBXBRKCCT-202459 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveInteraction StartVoiceBusiness SystemsHybrid ArchitectureInteraction EndDigital ChannelsAdministrationConnectHTTPSSignalingJourneySD-WANCustomer DatacentersCCEDesktopPBXBRKCCT-202460 2023 Cisco and/o
58、r its affiliates.All rights reserved.Cisco Public#CiscoLiveInteraction StartVoiceWorkforceManagementBusiness SystemsExceptional Service ArchitectureInteraction EndDigital ChannelsAdministrationConnectHTTPSSignalingJourneySD-WANCustomer DatacentersCCEDesktopPBXInternet/CarrierAgentsVoIPBRKCCT-202461
59、2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveInteraction StartVoiceWorkforceManagementBusiness SystemsExceptional Service ArchitectureInteraction EndDigital ChannelsAdministrationConnectHTTPSSignalingJourneySD-WANCustomer DatacentersCCEDesktopPBXCloud ConnectInternet/Ca
60、rrierAgentsVoIPBRKCCT-202462 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveInteraction StartVoiceWorkforceManagementBusiness SystemsExceptional Service ArchitectureInteraction EndDigital ChannelsAdministrationConnectHTTPSSignalingJourneySD-WANCustomer DatacentersCCEDeskt
61、opPBXCloud ConnectInternet/CarrierAgentsVoIPBRKCCT-202463 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveInteraction StartVoiceWorkforceManagementBusiness SystemsExceptional Service ArchitectureInteraction EndDigital ChannelsAdministrationConnectHTTPSSignalingJourneySD-WA
62、NCustomer DatacentersCCEDesktopPBXCloud ConnectInternet/CarrierAgentsVoIPBRKCCT-202464 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveInteraction StartVoiceWorkforceManagementBusiness SystemsExceptional Service ArchitectureInteraction EndDigital ChannelsAdministrationConn
63、ectHTTPSSignalingJourneySD-WANCustomer DatacentersCCEDesktopPBXCloud ConnectInternet/CarrierAgentsVoIPBRKCCT-202465 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveInteraction StartVoiceWorkforceManagementBusiness SystemsExceptional Service ArchitectureInteraction EndDigit
64、al ChannelsAdministrationConnectHTTPSSignalingJourneySD-WANCustomer DatacentersCCEDesktopPBXCloud ConnectInternet/CarrierAgentsVoIPDigital RoutingLoad BalancerReverse ProxyReverse ProxyDMZDMZBRKCCT-202466Channel Shifting 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveCust
65、omer DatacentersInteraction StartVoiceWorkforceManagementBusiness SystemsChannel Shift without AgentInteraction EndDigital ChannelsAdministrationConnectRTPHTTPSSignalingJourneySD-WANAgentsVoIPSBCCCEDesktopPBXCloud ConnectOutboundDialerBRKCCT-202468Import API 2023 Cisco and/or its affiliates.All righ
66、ts reserved.Cisco Public#CiscoLiveCustomer DatacentersInteraction StartVoiceWorkforceManagementBusiness SystemsChannel Shift without AgentInteraction EndDigital ChannelsAdministrationConnectRTPHTTPSSignalingJourneySD-WANCCEPBXAgentsVoIPSBCCall RecordingSpeech AnalyticsDesktopOutboundDialerBRKCCT-202
67、469 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveCustomer DatacentersInteraction StartVoiceWorkforceManagementBusiness SystemsChannel ShiftInteraction EndDigital ChannelsAdministrationConnectRTPHTTPSSignalingJourneySD-WANCCEPBXAgentsVoIPSBCCall RecordingSpeech Analytics
68、DesktopOutboundDialerBRKCCT-202470with Agent 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveCustomer DatacentersInteraction StartVoiceWorkforceManagementBusiness SystemsChannel Shift with AgentInteraction EndDigital ChannelsAdministrationConnectRTPHTTPSSignalingJourneySD-
69、WANCCEPBXAgentsVoIPSBCCall RecordingSpeech AnalyticsDesktopOutboundDialerBRKCCT-202471Efficient Agents 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveInteraction StartVoiceWorkforceManagementBusiness SystemsAI/Agent-Assist Architecture:ConfigInteraction EndDigital Channel
70、sAdministrationRTP HTTPSSignalingJourneySD-WANCustomerDatacentersCCEDesktopPBXAgentsVoIPSBCCall RecordingSpeech AnalyticsConfigCloud ConnectVVBBRKCCT-202473 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveInteraction StartVoiceWorkforceManagementBusiness SystemsAI/Agent-As
71、sist Architecture:Agent LegInteraction EndDigital ChannelsAdministrationRTP HTTPSSignalingJourneySD-WANCustomerDatacentersCCEDesktopPBXAgentsVoIPSBCCall RecordingSpeech AnalyticsCloud ConnectVVBBRKCCT-202474 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveInteraction Start
72、VoiceWorkforceManagementBusiness SystemsAI/Agent-Assist Architecture:Data StreamInteraction EndDigital ChannelsAdministrationRTP HTTPSSignalingJourneySD-WANCustomerDatacentersCCEDesktopPBXAgentsVoIPAI HarnessSBCCall RecordingSpeech AnalyticsTranslationTranscriptionAnswersAI/BotCloud ConnectData Stre
73、amVVBBRKCCT-202475 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveInteraction StartVoiceWorkforceManagementBusiness SystemsAI/Agent-Assist Architecture:Media ForkInteraction EndDigital ChannelsAdministrationRTP HTTPSSignalingJourneySD-WANCustomerDatacentersCCEDesktopPBXAg
74、entsVoIPAI HarnessSBCCall RecordingSpeech AnalyticsTranslationTranscriptionAnswersAI/BotCloud ConnectData StreamVVBVoice(via Webex CCAI Service)BRKCCT-202476 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveInteraction StartVoiceWorkforceManagementBusiness SystemsAI/Agent-A
75、ssist Architecture:CVPs RoleInteraction EndDigital ChannelsAdministrationRTP HTTPSSignalingJourneySD-WANCustomerDatacentersCCEDesktopPBXAgentsVoIPAI HarnessSBCCall RecordingSpeech AnalyticsTranslationTranscriptionAnswersAI/BotCloud ConnectData StreamVVBVoice(via Webex CCAI Service)CVPBRKCCT-202477 2
76、023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveInteraction StartVoiceWorkforceManagementBusiness SystemsAI/Agent-Assist ArchitectureInteraction EndDigital ChannelsAdministrationRTP HTTPSSignalingJourneySD-WANCustomerDatacentersCCEDesktopPBXAgentsVoIPAI HarnessSBCCall Recor
77、dingSpeech AnalyticsTranslationTranscriptionAnswersAI/BotCloud ConnectData StreamVVBVoice(via Webex CCAI Service)CVPBRKCCT-202478 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveCCAI media fork referenceBRKCCT-202479 2023 Cisco and/or its affiliates.All rights reserved.Cis
78、co PublicWhere would you use A.I.first?(Choices in SLIDO poll)BRKCCT-202480 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveRecommended Breakout SessionsBRKCCT-2899Design,Implement,&Maintain an AI-driven CXThursday 9:30-10:30amBRKCCT-2027CCE Digital Channels Powered by Web
79、ex ConnectMonday 3-4:30pm CiscoL On-DemandBRKCCT-202481 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveRecommended Walk-in LabsIn the Mandalay Bay Convention CenterLABCOL-2149CCE Digital Channels Powered by Webex ConnectWorld of SolutionsLABCOL-2007CC Artificial Intellige
80、nce with Google CloudWorld of SolutionsLABCCT-2978CCAI Agent Answers&TranscriptsWorld of SolutionsBRKCCT-202482 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveData-Driven DecisionsChallenge:Challenge:I want to address failures in self-service and identify where improvemen
81、ts are neededSolution:Solution:Gather feedback&derive insights from all data sources across end-to-end journeyResults:Results:Improved proactive notifications&automated assistance for basic needsLive Agents freed up to focus on exception situations and complex requestsBRKCCT-202483 2023 Cisco and/or
82、 its affiliates.All rights reserved.Cisco Public#CiscoLiveData-Driven DecisionsInteraction StartVoiceDigital ChannelsProactiveReactiveAutomated IntelligenceAgent AssistanceInteraction EndVoiceDigital ChannelsGather DataInsights&ActionsBRKCCT-202484 2023 Cisco and/or its affiliates.All rights reserve
83、d.Cisco Public#CiscoLiveJourney Data ServiceJourney event Journey event storagestorage(NoSQL)(NoSQL)Journey event Journey event processorprocessorJourney event receiverRealReal-time time event event streamer streamer with with exportexportcapabilitycapabilityProgressive profiles Progressive profiles
84、 with userwith user-tailored datatailored dataREST APIsAPI-first,programmaticMulti-CloudHyper-scale event processingData governanceWeb componentsJourneyAPIsHTMLJSCSSPre-built integrationsAI/ML AI/ML plugplug-in inAction triggers Action triggers(Programmatic+manual)(Programmatic+manual)Webex Contact
85、CenterWebex XMDigital touchpointsListen1Identify/Analyze2Act3Events TrackingDynamic ProfilingOrchestrationREST/JSON.NET SDK.PHP packageJava LibBRKCCT-202485 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveInteraction StartVoiceWorkforceManagementCall RecordingSpeech Analyt
86、icsBusiness SystemsVoiceData-Driven DecisionsInteraction EndDigital ChannelsDigital ChannelsExperience ManagementAdministrationAI HarnessConnectJourney DataServiceTranslationTranscriptionAnswersAI/BotHTTPSSignalingJourneySD-WANCustomer DatacentersSBCCCEDesktopPBXCloud ConnectAgentsVoIPBRKCCT-202486
87、2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveInteraction StartVoiceWorkforceManagementCall RecordingSpeech AnalyticsBusiness SystemsVoiceInteraction History and InsightsInteraction EndDigital ChannelsDigital ChannelsExperience ManagementAdministrationAI HarnessConnectJo
88、urney DataServiceTranslationTranscriptionAnswersAI/BotHTTPSSignalingJourneySD-WANCustomer DatacentersSBCCCEDesktopPBXCloud ConnectAgentsVoIPBRKCCT- 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveTopic ModelingSurvey CreationSentiment AnalysisTheme AnalysisAgent CoachingJo
89、urneyOptimizerSurvey CollectionVoice toTextVisualizationVoice+DigitalWebex Experience ManagementSurveys on Any ChannelNatural Language ProcessingPath AnalysisVoice to Text AnalysisBRKCCT-202488 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveInteraction StartVoiceWorkforce
90、ManagementCall RecordingSpeech AnalyticsBusiness SystemsVoiceCapturing FeedbackInteraction EndDigital ChannelsDigital ChannelsExperience ManagementAdministrationAI HarnessConnectJourney DataServiceTranslationTranscriptionAnswersAI/BotHTTPSSignalingJourneySD-WANCustomer DatacentersSBCCCEDesktopPBXClo
91、ud ConnectAgentsVoIPBRKCCT-202489 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveEMAILWEBSITESSOCIAL MEDIAWEB SELF-SERVICESOCIALCHATCALL CENTER/IVRCONTACT CENTERSALES REPMOBILE APPWEBSITESURVEYOFFERSOFFERS IN INVOICEMAILINGSInside the disconnect data silosPRWORD-OF-MOUTHO
92、NLINE DISPLAYAwarenessPurchaseServiceLoyaltyConsideration“Businesses lose the opportunity to influence the journey in the moment.”BRKCCT-202490 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveTriggering Actions Based on DataNext Best Action Proactively Reaching OutCall def
93、lection or dynamic routingBusiness/OrganizationContact Center&Webex Connect PlatformWeb/Click StreamChat Social,Whats AppRecordedCallsEmailCRMIoTSurvey DataTranscription AnalysisListenIdentifyAnalyzeActCustomer SentimentMerge AnalysisCreate Progressive ProfileContinuous LearningReinforcementLearning
94、InsightsJourneySentimentMake offer through video call or human agentHuman agent can also reach out through medium of choice(text,email,call)AwarenessServiceLoyaltyConsiderationPurchaseSentiment-based ActionsCSAT,NPSBRKCCT-202491 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#Cisco
95、LiveInteraction StartVoiceWorkforceManagementBusiness SystemsAggregating the DataInteraction EndDigital ChannelsAdministrationRTP HTTPSSignalingJourneySD-WANCustomer DatacentersCCEDesktopPBXCloud ConnectAgentsVoIPSBCCall RecordingSpeech AnalyticsReporting&AnalyticsExperience ManagementAI HarnessJour
96、ney DataServiceConnectBRKCCT-202492 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveData,Data Everywhere!How do you get a complete picture of all customer data in one place?UCCX/IP IVR Per contactWxCC Per eventPCCE,UCCE,&WxCCE Per leg detail per contact;Data aggregations 1
97、5m,30m,60mWxConnect Per transactionCVP/CCAI Per sessionCUCM Per deviceBRKCCT-202493 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveData Variety10K messages/sec23TB/dayClientServerUserBusinessData VolumeData Velocity43TB/day30GB/day5GB/day100K messages/sec End User Analyti
98、cs e.g.People Insight IT analytics Fraud analytics Troubleshooting Business Intelligence Partner Analytics API PartnersEmpowers Media Quality Operational Diagnostic Feature Usage Media Quality Operational Diagnostic Cascade reports Usage Clickstream Identifier Relations Usage Billing Usage Subscript
99、ionCallingMeetingDevicesMessagingWebex Analytics PlatformExperience ManagementJourney DataServiceConnectContactCenterBRKCCT-202494 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveEnabled by Webex AnalyticsInterfacePersonaBRKCCT-202495 2023 Cisco and/or its affiliates.All r
100、ights reserved.Cisco Public#CiscoLiveRecommended Breakout SessionsBRKCCT-2899Design,Implement,&Maintain an AI-driven CXThursday 9:30-10:30amBRKCCT-2027CCE Digital Channels Powered by Webex ConnectMonday 3-4:30pm CiscoL On-DemandBRKCCT-2029Unleash the Power of JDS&Its APIs for Amazing CXMonday 11am-1
101、2pm CiscoL On-DemandBRKCCT-202496 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveRecommended Walk-in LabsIn the Mandalay Bay Convention CenterLABCOL-2149CCE Digital Channels Powered by Webex ConnectWorld of SolutionsLABCOL-2007CC Artificial Intelligence with Google CloudW
102、orld of SolutionsLABCCT-2978CCAI Agent Answers&TranscriptsWorld of SolutionsLABCCT-1047Customer Journey as a Service and Contact CenterWorld of SolutionsBRKCCT-202497Hybrid Models 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveInteraction StartVoiceBusiness SystemsHybrid
103、Models:Cloud IVRInteraction EndDigital ChannelsAdministrationHTTPSSignalingJourneySD-WANCustomer DatacentersCCEDesktopPBXVVBSBCAI/BotCVPBRKCCT-202499 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveInteraction StartVoiceBusiness SystemsHybrid Models:Cloud IVRInteraction En
104、dDigital ChannelsAdministrationHTTPSSignalingJourneySD-WANCustomer DatacentersCCEDesktopPBXCloud ConnectVVBSBCAI HarnessTranslationTranscriptionAnswersAI/BotCVPBRKCCT-2024100 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveInteraction StartHybrid Models:On-Premises UCM/PG/
105、FinesseBRKCCT-2024Customer DatacentersInteraction EndAgentsVoIPAdministrationRTPHTTPSSignalingSD-WANAgent PGDesktopPBX101Business SystemsRouting&Queueing 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveInteraction StartHybrid Models:Mobile Agent,UCM On-PremBRKCCT-2024Custo
106、mer DatacentersInteraction EndAgentsVoIPAdministrationRTPHTTPSSignalingSD-WANDesktopAgent PGPBXBack OfficeVoIPPBX102 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveInteraction StartHybrid Models:Mobile Agent,Any PBXBRKCCT-2024Customer DatacentersInteraction EndAgentsVoIPA
107、dministrationRTPHTTPSSignalingSD-WANDesktopAgent PGPBXBack OfficeVoIPPBX103 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveInteraction StartVoiceBusiness SystemsHybrid Models:WxCCE Pre-RouteInteraction EndHTTPSSignalingJourneyRTPSD-WANUCCECCEDesktopPBXVVBSBCAI HarnessJour
108、ney DataServiceSBCCCE&CVPVVBTranslationTranscriptionAI/BotReporting&AnalyticsWorkforceManagementCall RecordingSpeech AnalyticsBRKCCT-2024104PCCECCEDesktopPBXVVBSBC 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveInteraction StartVoiceBusiness SystemsHybrid Models:WxCCE Pre
109、-Route with DataInteraction EndHTTPSSignalingJourneyRTPSD-WANUCCECCEDesktopPBXVVBSBCAI HarnessJourney DataServiceSBCCCE&CVPTranslationTranscriptionAI/BotReporting&AnalyticsWorkforceManagementCall RecordingSpeech AnalyticsBRKCCT-2024105PCCECCEDesktopPBXVVBSBCCCE GatewayCCE Gatewayvia Gateway 2023 Cis
110、co and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveUCCECCEDesktopPBXVVBSBCPCCECCEDesktopPBXVVBSBCCloud ConnectCloud ConnectInteraction StartVoiceBusiness SystemsHybrid Models:WxCCE Pre-Route with DataInteraction EndHTTPSSignalingJourneyRTPSD-WANAI HarnessJourney DataServiceSBCTransla
111、tionTranscriptionAI/BotReporting&AnalyticsWorkforceManagementCall RecordingSpeech AnalyticsBRKCCT-2024106via SIP Header&JDSCCE&CVPVVB 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveInteraction StartVoiceBusiness SystemsHybrid Models:WxCCEInteraction EndHTTPSSignalingJourn
112、eyRTPSD-WANUCCECCEDesktopPBXVVBSBCAI HarnessJourney DataServiceSBCCCE&CVPVVBTranslationTranscriptionAI/BotReporting&AnalyticsWorkforceManagementCall RecordingSpeech AnalyticsBRKCCT-2024107PCCECCEDesktopPBXVVBSBC3rdPartyDC or CloudAny IVR&ACDDesktopPBXSBC“ICM-ish”2023 Cisco and/or its affiliates.All
113、rights reserved.Cisco Public#CiscoLiveInteraction StartVoiceBusiness SystemsHybrid Models:WxCCE“ICM-ish”Interaction EndHTTPSSignalingJourneyRTPSD-WANUCCECCEDesktopPBXVVBSBCAI HarnessJourney DataServiceSBCCCE&CVPVVBTranslationTranscriptionAI/BotReporting&AnalyticsWorkforceManagementCall RecordingSpee
114、ch AnalyticsBRKCCT-2024108PCCECCEDesktopPBXVVBSBC3rdPartyDC or CloudAny IVR&ACDDesktopPBXSBCOn-Prem PSTN Ingress 2023 Cisco and/or its affiliates.All rights reserved.Cisco PublicWxConnect w/CCE(and WxEngage)Feature Guide:https:/ VPN-less Finesse up first helps a lot.Get comfortable with Webex Contro
115、l Hub.Open firewall ports from CCE/CVP to WxConnect.109BRKCCT-2024 2023 Cisco and/or its affiliates.All rights reserved.Cisco PublicAgent Answers and Transcripts with 12.6(2)Tech Note:https:/ a good understanding of Google Projects and CCAI servicesGet comfortable with Webex Control HubBe aware of s
116、teps required when upgrading from previous working version110BRKCCT-2024 2023 Cisco and/or its affiliates.All rights reserved.Cisco PublicJDSAPI Doc:https:/developer.webex- Started Guide:https:/developer.webex- management UI yet.Currently only event storage.Create API“post”templates for all events t
117、o replicate and useStandardize with WxConnect webhooks if possible111BRKCCT-2024 2023 Cisco and/or its affiliates.All rights reserved.Cisco PublicKey TakeawaysBring modern capabilities to on-premises contact centers with hybrid cloud servicesTake advantage of cloud services at your own paceCisco is
118、the most flexible vendor:Cloud or Premises,does not matter!112BRKCCT-2024 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveFill out your session surveys!Attendees who fill out a minimum of four session surveys and the overall event survey will get Cisco Live-branded socks(w
119、hile 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 Challenge for every survey completed.BRKCCT-2024113 2023 Cisco and/or its affiliates.All rights reserved.Cisco PublicConti
120、nue 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 LabsVisit the On-Demand Library for more sessions at www.CiscoL you#CiscoLive 2023 Cisco and/or its affiliates.All rights
121、 reserved.Cisco Public#CiscoLive116Gamify 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:1234116 2023 Cisco and/or its affiliates.All rights reserved.Cisco PublicBRKCCT-2024#CiscoLive