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Eric Strevel
BRKARC-1006
Cisco Public
Contents
Overview of Ciscos Remote Expert Remote Expert Architecture Remote Expert Applications and Components Remote Expert Example Customer Use Cases
Identify, locate, and connect experts with customers for advisory services whenever and wherever they are needed
Immersive Experience: Provide high-
quality audio and video for customer interactionsdeliver a compelling customer experience
Virtualize the Workforce: Create a virtual
real time
pool of experts, whether co-located in particular centers, dispersed within the branch network, or located at home reduce lost sales opportunities
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A Solution that Connects a Customer to an Available Expert within the Enterprise via a High-Quality, High-Definition Video and Voice Connection
Identifies, locates, and connects customers with experts for advisory services and complex, highvalue transactions Creates a virtual pool of experts/specialists, whether co-located in particular centers or distributed within their enterprise footprint reducing lost sales opportunities Provides high-quality audio and video for customer interactionsdelivering a compelling customer experience Maximizes effectiveness and reach of experts Allows experts to conduct a complete business transaction including document sharing, printing, signatures and payment
BRKARC-1006 2013 Cisco and/or its affiliates. All rights reserved.
Branches
Home Mobile
Compelling and Consistent Experience No Matter Where the Customer and the Remote Branch Expert Are Located
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Customer
Customer
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Remote Expert
Contact Center
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Cisco Jabber
CCE/CCX
Media Sense
Call Control
Cisco SocialMiner
Recording
Internet
Remote Expert Home Sessions
Clients
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Data Center
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Call Placed to Expert Queue
NO
5
Is Expert Available? YES
Expert Location
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Agenda
Overview of Ciscos Remote Expert Remote Expert Architecture Remote Expert Applications and Components Remote Expert Example Customer Use Cases
CCE/CCX
Product Expert
CTS Series
EX Series
Media Sense
Audio Recording
H.264 Video
Graphics Content
Control Traffic
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Scan/Print/Copy
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CVP consults with UCCE for route information and CVP instructs call to be queued until agent is available Customer makes a selection on touchscreen and it initiates call to REM UCM provides state information of CTS to REM
CVP requests UCM to connect to VXML gateway REM initiates call setup (via JTAPI) between customer CTS and CVP DN via UCM
IEC 4600
RE Kiosk app streams video from media server and plays on touch screen monitor
BRKARC-1006 2013 Cisco and/or its affiliates. All rights reserved.
VXML gateway consults with CVP. CVP instructs to stream silence audio to CTS
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Agents becomes available. CVP disconnects call leg to VXML gateway UCCE is notified and UCCE provides calling party info to Agent
REM is notified. REM stops video and instead streams logo on touchscreen panel
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3
4
REM
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Client
1 2
REM links expert to client then Direct Connect captures, streams & renders experts shared data to client
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Expert
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1 5
Expert selects the video to share & REM ensures its streamed to the correct location
BRKARC-1006 2013 Cisco and/or its affiliates. All rights reserved.
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25% of client pods initiating calls during the busy hour yielding 500 busy hour call attempts (BHCA) Average wait time of less than 2 minutes in queue An Experts average time per client is 45 minutes
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Agenda
Overview of Ciscos Remote Expert Remote Expert Architecture Remote Expert Applications and Components Remote Expert Example Customer Use Cases
READ
REIC
REAC RESC
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REAC
Web-based management interface to add, verify and update all necessary configurations that are needed for normal operation of REM platform
READ
RE Agent Desktop (READ)
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REIC
Uses Flash/Flex and HTML+Javascript to render graphics, fonts and video on the touch screen located in client-side pod Renders desktop apps shared by the expert Relays client touch inputs & facilitates client control of experts shared application
RE Session Controller (RESC)
RESC
Includes Web-services interfaces to initiate and terminate RE sessions and data sharing sessions, trigger client-side printing and control video streaming Uses JTAPI to initiate, monitor, control and terminate calls
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REM (Side A)
Synchronous Replication
REM (Side B)
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Expert
Next Request
Client
CUCM
Call Setup
RESC B
Notify Call Info
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Distributed Cache
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Customer graphic, font and messaging selections are applied to existing Remote Expert work flows to brand the experience while speeding integration time
Initial Phase
Video Menu Video Streaming While-in-Queue Video Push Collaboration Video on Hold
Session Phase
Feedback
Final Phase Thank You
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Welcome screen displayed on RE pods touch screen Support for any image and font permitted by WebKit including Flash 10.2 graphics/animations
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Reference Slide
H.264, H.263++, MPEG4, MPEG2, WMV1/2, MJPEG AVI, MOV, MP4, MPG, MPEG-2/TS, WMV AAC-LC/LD/HE, AC3, MP3, WMA, G.711, G.729ab, AMR
Web
HTML5 (early support), HTML4/CSS3, Flash 11, JRE 1.6.0_24 (Version 6 update 24) PDF, text, JPEG, PNG, GIF, SVG, BMP
Graphics
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Web clipping
Web client automation Portrait or landscape Support for peripherals
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Uses traditional and web applications to provide user interface, peripheral control and event orchestration
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Widgets
Behavior WebKit
JS Injection
Cobra
Peripherals
IPC, RPC
X11
Smart Cache
Mobile Manager
Linux Kernel
Drivers
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3 1 2 3
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Coordinate
Product-level Support
Coordinate
Solution Support
Product-level Support
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Cisco
Agenda
Overview of Ciscos Remote Expert Remote Expert Architecture Remote Expert Applications and Components Remote Expert Example Customer Use Cases
Return on Investment
Close Mortgage business faster
Keep customer from going to another provider
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Branch
Branch Personnel
Content Server Investments Content Server LongPen Mortgage Devices (3) Call Center* Content Server Business Banking Cisco 4520 MCU Wintel File
Corporate Network
VCS
OCS Servers (2)
Share Server
Brocade Fabric Switches **Video & Audio Files Investments Mortgage Business BankingEnterprise SAN
` Browser/PC
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Active Directory Users and Resources 2013 Cisco and/or its affiliates. All rights reserved.
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In Store/Branch
EX Series
Media Sense
VCS
Product Expert
Cisco IEC 4600 Payment Cards EX Series Recording
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Obtain higher attach rate for complimentary products Enhance customer kiosk experience
Provide live assistance in addition to self service
BRKARC-1006 2013 Cisco and/or its affiliates. All rights reserved.
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Kiosk
In-aisle solution
Product lookup
Wayfinder Quick questions
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10
Before RE After RE
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Telepresence Monitor
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Call to Action
Visit the Cisco Campus at the World of Solutions
to experience the following demos/solutions in action: Cisco Remote Expert Solution
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TelePresence/Video Sessions
TECEVT-2674 Monday
BRKARC-1006 Tuesday 14:15
Conferencing and Scheduling Design for Cisco Telepresence
11:15
14:15
Planning, Building & Deploying Cisco's Remote Expert Solution Monitoring and Troubleshooting Network Impairments in Video Deployments Deploying TelePresence and Video Endpoints on Unified Communications Manager Overview of Cisco TelePresence Solution and Deployments
14:15 16:15
9:00
Enterprise Medianet: Video Applications and Network Design Lab Integrating Voice and Video Call Routing and Dial Plans Understanding and Troubleshooting EX-Series Personal Telepresence Systems and C-Series Codecs
BRKEVT-2801 Wednesday 14:00 BRKEVT-2805 Wednesday 16:30 BRKEVT-2319 Thursday COCEVT-2577 Thursday BRKEVT-2803 Thursday BRKEVT-2317 Friday BRKEVT-2400 Friday
BRKARC-1006
Business to Business Video Inside Cisco IT: The Dos, Donts and Lessons Learned during Five Years of Video Deployment Designing and Deploying Multipoint Conferencing for Telepresence Video
Video Content: Unlock the Power of Video with "Capture, Transform, Share" Solution Scheduling Best Practices for Cisco Telepresence
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Final Thoughts
Come see demos of many key solutions and products in the main Cisco booth Visit www.ciscoLive365.com after the event for updated PDFs, ondemand session videos, networking, and more! Follow Cisco Live! using social media: Facebook: https://www.facebook.com/ciscoliveus Twitter: https://twitter.com/#!/CiscoLive LinkedIn Group: http://linkd.in/CiscoLI
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