Cloud Contact Center Connectivity Wie bekomme ich meine Anrufe in - PowerPoint PPT Presentation

Cloud Contact Center Connectivity Wie bekomme ich meine Anrufe in die Cloud? Axel Gibmeier, Market & Business Development Cloud Bern, 09. September 2020

Our Contact Center Portfolio Bucher + Suter | Cisco On- Webex premise = Cisco Cloud Bucher + Suter Webex Contact Center Webex Contact Center b+s Cloud Cisco Enterprise Contact Center UCCE / PCCE Call 1 | Meet | Message | Devices | APIs/SDKs Voicea | Webex XM | Analyzer | Cisco Answers 2 | Google AI 2 | Other 1 Call = Webex Calling – only available with Webex Contact Center 2 2 Cisco Answers, Google AI – only available with Cisco CC Enterprise Stack = Webex CC, b+s Cloud, On-Premise UCCE/PCCE

Our Contact Center Portfolio Bucher + Suter | Cisco On- Webex premise = Cisco Cloud Bucher + Suter Webex Contact Center Webex Contact Center b+s Cloud Cisco Enterprise Contact Center UCCE / PCCE Call 1 | Meet | Message | Devices | APIs/SDKs Voicea | Webex XM | Analyzer | Cisco Answers 2 | Google AI 2 | Other 1 Call = Webex Calling – only available with Webex Contact Center 3 2 Cisco Answers, Google AI – only available with Cisco CC Enterprise Stack = Webex CC, b+s Cloud, On-Premise UCCE/PCCE

Our Contact Center Portfolio Bucher + Suter | Cisco quick & easy Easy migration projects, from UCCE/PCCE On- green field Webex premise = Cisco Cloud Bucher + Suter Webex Contact Center Webex Contact Center b+s Cloud Cisco Enterprise Contact Center UCCE / PCCE Unified Omnichannel Routing & Reporting Cisco CC Enterprise “Customer Journey Platform” Software Stack Finesse Desktop | Supervisor Management | b+s CRM Connectors Call 1 | Meet | Message | Devices | APIs/SDKs Voicea | Webex XM | Analyzer | Cisco Answers 2 | Google AI 2 | Other 1 Call = Webex Calling – only available with Webex Contact Center 4 2 Cisco Answers, Google AI – only available with Cisco CC Enterprise Stack = Webex CC, b+s Cloud, On-Premise UCCE/PCCE

Our Contact Center Portfolio preparing Bucher + Suter | Cisco global offer quick & easy truely global European projects, projects projects On- green field Webex premise = Cisco Cloud Bucher + Suter Webex Contact Center Webex Contact Center b+s Cloud Cisco Enterprise Contact Center UCCE / PCCE Unified Omnichannel Routing & Reporting Cisco CC Enterprise “Customer Journey Platform” Software Stack Finesse Desktop | Supervisor Management | b+s CRM Connectors Call 1 | Meet | Message | Devices | APIs/SDKs Voicea | Webex XM | Analyzer | Cisco Answers 2 | Google AI 2 | Other 1 Call = Webex Calling – only available with Webex Contact Center 5 2 Cisco Answers, Google AI – only available with Cisco CC Enterprise Stack = Webex CC, b+s Cloud, On-Premise UCCE/PCCE

b+s Cloud Architecture Options 6

Cloud Contact Center Architecture Contact Center Core UCCE/PCCE, ECE • b+s Apps 1 (SMC) • CC Intelligence WFM, Recording Control, Knowledge, Chat, Cobrowse , … • Cisco CUCM, IM/Presence, Unity Voicemail… Contact Center Hub • Agent PG, CUIC, CVP, Finesse • Call Management b+s Apps 2 (Reporting, Fusion, CRM Connectors) • VoicePOP Cisco vCube, Cisco CVP VVB Virtual Voice Browser* • (Optional: Local Recording, Local ASR/TTS…) • Voice Gateway * Optionally, a local Cisco KVM Gateway carrying VVB, TTS, Rec. may be used on premise. 7

Cloud Contact Center Architecture Contact Center Core Omnichannel Routing & Reporting • Supervisor & Administrator Tools • CC Intelligence Knowledge Management, Workforce Management, … • Call Handling / Switching Contact Center Hub • Call Control & CTI (SIP Signalling only, no RTP) • Call Management Contact Center Interfaces (Signalling) & Tools (Latency) • VoicePOP PSTN / SIP Provider Connectivity • Voice Gateway / Voice Handling (incl. RTP) • Voice Gateway Announcements & Queuing, Option for Recording • 8

Voice Ingress / Interconnect: Voice POP (Point of Presence) Options Webex = Cisco Cloud Bucher + Suter Webex Contact Center Webex Contact Center b+s Cloud CCaaS b+s Cloud CCaaS Enterprise Europe Global ? ? ? ? ? ? ? ? Customer‘s Premises 9

Voice Ingress / Interconnect: Voice POP (Point of Presence) Options Webex = Cisco Cloud Bucher + Suter Webex Contact Center Webex Contact Center b+s Cloud CCaaS b+s Cloud CCaaS Enterprise Europe Global ? ? ? ? Customer‘s ? ? ? Premises 10

Voice Ingress / Interconnect: Voice POP (Point of Presence) Options Webex = Cisco Cloud Bucher + Suter Webex Contact Center Webex Contact Center b+s Cloud CCaaS b+s Cloud CCaaS Enterprise Europe Global Cisco WxCC b+s Cloud Cisco WxCCE b+s Cloud VPOP VPOP VPOP VPOP Customer‘s X X X X X On-Premise On-Premise Premises ? n / a VPOP VPOP 11

Voice Ingress / Interconnect: Voice POP (Point of Presence) Options Webex = Cisco Cloud Bucher + Suter Webex Contact Center Webex Contact Center b+s Cloud CCaaS b+s Cloud CCaaS Enterprise Europe Global Cisco WxCC b+s Cloud Cloud VPOP Cisco WxCCE b+s Cloud VPOP VPOP VPOP Connectivity VPOP On-Premise X X X X X On-Premise On-Premise VPOP Integration ? n / a VPOP VPOP 12

On-Premise VoicePOP Connectivity Options 13

On-Premise Voice POP (Point of Presence) Integrations Options Webex = Cisco Cloud Bucher + Suter Webex Contact Center b+s Cloud CCaaS b+s Cloud CCaaS Enterprise Europe Global Customer‘s On-Premise On-Premise ? Premises VPOP VPOP 14

On-Premise Voice POP (Point of Presence) Integrations Options Cloud Contact Center CTI Control / CTI Control / Signalling Signalling Customer‘s Premises On-Premise VPOP On-Premise VPOP SIP Trunk Carrier Existing UC Gateway Existing UC Carrier SIP/PSTN Gateway 2) Separate VPOP-GW 1) VPOP Integrated into interconnected with UC-Gateway On-Premise Gateway 15

On-Premise Voice POP (Point of Presence) Integrations Options Cloud Contact Center (a) Cloud UC CTI Control / CTI Control / Signalling Signalling Customer‘s Premises On-Premise VPOP On-Premise VPOP SIP Trunk Carrier Existing UC Gateway Existing UC Carrier SIP/PSTN Gateway Either (a) Cloud UC or (b) Existing UC (b) Existing UC (b) On-Prem UC Infrastructure (CUCM) Infrastructure (CUCM) 2) Separate VPOP-GW 1) VPOP Integrated into interconnected with UC-Gateway On-Premise Gateway 16

Cloud VoicePOP Connectivity Options 17

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Cloud Voice POP (Point of Presence) Voice Connectivity Options Webex = Cisco Cloud Bucher + Suter Webex Contact Center Webex Contact Center b+s Cloud CCaaS b+s Cloud CCaaS Enterprise Europe Global Cisco WxCC VPOP Cisco WxCCE Cloud VPOP VPOP VPOP Connectivity VPOP 1 Call = Webex Calling – only available with Webex Contact Center 19 2 Cisco Answers, Google AI – only available with Cisco CC Enterprise Stack = Webex CC, b+s Cloud, On-Premise UCCE/PCCE

Cloud Voice POP (Point of Presence) Voice Connectivity Options Webex Contact Center - Webex Contact Center Enterprise - b+s Cloud Contact Center Cloud VPOP SIP Trunk SIP Trunk New Virtual Webex Calling / Number Provider PSTN Option (twilio, voxbone …) PSTN PSTN PSTN PSTN Existing Existing Existing Existing customer‘s customer‘s customer‘s customer‘s provider provider provider provider On-Prem UC / On-Prem UC / On-Prem UC / On-Prem UC / Corporate Voice Corporate Voice Corporate Voice Corporate Voice 2) On-Prem SIP Trunk 3) Carrier Interconnect 4) Virtual Number Provider 1) Webex Calling / PSTN 1 1 Only for WxCC 20

Cloud Voice POP (Point of Presence) Setup Callflow for Inbound Calls Webex Contact Center - Webex Contact Center Enterprise - b+s Cloud Contact Center Cloud VPOP „ Egress Traffic“ „Ingress Traffic“ Call Termination Collection to Agent Caller Agent 21

Cloud VPOP: Voice Inbound Call Flows Call Collection + Termination (Ingress + Egress) Webex Contact Center - Webex Contact Center Enterprise - b+s Cloud Contact Center Cloud VPOP SIP Trunk SIP Trunk New Virtual Webex Calling / Number Provider PSTN Option (twilio, voxbone …) a) a) PSTN PSTN PSTN PSTN Existing Existing Existing Existing customer‘s customer‘s customer‘s customer‘s provider provider provider provider b) b) On-Prem UC / On-Prem UC / On-Prem UC / On-Prem UC / Corporate Voice Corporate Voice Corporate Voice Corporate Voice 2) On-Prem SIP Trunk 3) Carrier Interconnect 4) Virtual Number Provider 1) Webex Calling / PSTN 1 1 Only for WxCC 22

Cloud VPOP: Voice Inbound Call Flows Call Collection + Termination (Ingress + Egress) Webex Contact Center - Webex Contact Center Enterprise - b+s Cloud Contact Center Cloud VPOP SIP Trunk SIP Trunk New Virtual Webex Calling / Number Provider PSTN Option (twilio, voxbone …) PSTN PSTN PSTN PSTN Existing Existing Existing Existing customer‘s customer‘s customer‘s customer‘s provider provider provider provider On-Prem UC / On-Prem UC / On-Prem UC / On-Prem UC / Corporate Voice Corporate Voice Corporate Voice Corporate Voice 2) On-Prem SIP Trunk 3) Carrier Interconnect 4) Virtual Number Provider 1) Webex Calling / PSTN 1 1 Only for WxCC 23

Our expertise. For your own path and pace to the cloud. 09.09.2020