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2Ring GADGETS for Cisco Finesse (UCCX / UCCE) - slide deck

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This is a slide deck for a set of Cisco Finesse gadgets developed by 2Ring. The solution focuses on creating a truly unified workspace for the agents and supervisors in Cisco Contact Centers. It …

This is a slide deck for a set of Cisco Finesse gadgets developed by 2Ring. The solution focuses on creating a truly unified workspace for the agents and supervisors in Cisco Contact Centers. It allows customers to integrate all the tools that the agents use - a CRM (Salesforce and other web-based system), automate repetitive tasks, connect agents to back office and remote experts, and much more.

2Ring GADGETS are available for Cisco Unified Contact Center (UCCX) 10+ and Enterprise (UCCE) 9+ (incl. Packaged UCCE).

Request a live demo with one of our product expert at www.2Ring.com/WebEx or learn more at www.2Ring.com/Finesse.

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  • 2Ring has been in the market of developing add-ons for Cisco contact centers and for Cisco IP telephony for over 10 years.
  • This top tier status in Cisco’s program for developers comes with a rich set of benefits that at the end our partners and end-customers benefit out of.
    Those include an inclusion of our solutions in Cisco’s SIP program, availability of our solutions in Cisco’s demo cloud, and many others..
  • We do not sell direct, but we will be happy to work with a Cisco reseller of your choice.
  • Our development team uses the latest and greatest methods for leading development projects. By the way, agile is also used by Cisco Finesse team.
  • We are a global company. It all started in Bratislava, Slovakia and that’s where our EMEAR headquarters is still located.
  • We are also incorporated in Sacramento, California.
  • Cisco Finesse is relatively a new product. To put it simply, it is the new agent and supervisor desktop application for Cisco Contact Centers.
    It is the 1st time that Cisco has ONE desktop solution for both contact center platforms, so as of version 10, express and enterprise use the same agent desktop application.
    The thing to remember about Finesse is that it is more of a framework, so when it is installed out of the box, it doesn’t provide a lot of features visible to the agents. To add features, 3rd party gadgets – such as those from 2Ring – should be added.
  • And here are 8 reasons why to use 2Ring GADGETS for Cisco Finesse in your Cisco Contact Center.
  • 2Ring GADGETS including 2Ring COMPACT AGENT have been IVT tested against UCCX and UCCE 10, but we also support UCCE version 9.

    In fact, we were the company that was involved in the first deployment of Cisco Finesse in Europe. Back then, it was UCCE 8.5.3 (which is no longer supported by Cisco) and then we had a customer case study session at Cisco Live! in London. Having said that, thanks to our close relationship with Cisco Finesse team, we have access to pre-releases of Cisco Finesse and we commit the resources to test our GADGETS against those release even before Cisco makes those available to the general public.
  • This is a very important benefit of Cisco Finesse and even more of our GADGETS. In the past, with CAD and CTI-OS based desktops, customizations were costly and timely. Our gadgets make it super easy to integrate Finesse with CRM systems such as Salesforce without doing any coding.
  • The GADGETS do not bring ROI just via the use of automation and integration, but also by boosting collaboration within the contact center. This is done via features like agent to agent and supervisor to agent chat.
  • We are really serious about collaboration and so we even went further and now we are able to connect agents to back office workers within Cisco Finesse and we also provide for connecting back office workers to the contact center via the use of 2Ring COMPACT AGENT integrated in Cisco Jabber.
  • We work closely with Cisco Finesse team. We bring features that move forward the entire platform.
  • To deliver integration to a Cisco Contact Centers with the use of 2Ring GADGETS is easy and that it doesn’t require any coding. This slide is here to make sure that you understand that coding is possible. The system is very open, so your engineers, if they need to, can do a bit of coding and extend the existing features set if needed. In the same way, you can reach out to 2Ring, and if the features you are requesting pass our internal test for general applicability, then it will be added to the product backlog and delivered in one of the future releases (for FREE).
  • We are going for volume, and so you will love our pricing. It is very affordable, even for contact centers with 5 agents since there is no base / server license.
  • We have a 24x7 support option. This is btw. one of the requirements for a company to become Cisco Preferred Solution Partner. We also provide an affordable software assurance packages – those will provide your with a piece of mind that when you are ready to upgrade your contact center, our gadgets will be ready too.
  • Those were the business related slides, and now I am moving to a more product focused portion of today’s session.
  • Our mission is to bring all the tools that agents and supervisors use into Cisco Finesse. Creating one unified interface for the agents as well as for the supervisors.
  • We deliver integration via two components – the first one is 2Ring BROWSER Gadget that allows you to host multiple application, and the second component is 2Ring ORCHESTRATOR – a workflow mechanism.
  • The second piece is 2Ring ORCHESTRATOR. It is a workflow mechanism that sits in the back and listens to contact center events.

    Offers a event-rules-action model (workflows)
    specific Event occurs (such as new call arrives)
    a set of Actions associated with the given Event is processed
    each Action has a logical statement / rule associated with it
    If this rule is satisfied, the action is launched
    Use it to completely replace or to extend the automation provided by workflows introduced by Cisco in Finesse 10
  • Based on your configuration, the ORCHESTRATORS fires a set of actions if a certain event occurs. I will show you some of these actions during the live demo portion.

    Offers a event-rules-action model (workflows)
    specific Event occurs (such as new call arrives)
    a set of Actions associated with the given Event is processed
    each Action has a logical statement / rule associated with it
    If this rule is satisfied, the action is launched
    Use it to completely replace or to extend the automation provided by workflows introduced by Cisco in Finesse 10
  • Licensing is simple – let us know the max number of concurrent agents, and the bundle that you would like to use.
  • To schedule a live demo, go to www.2Ring.com/Finesse
  • Transcript

    • 1. 2Ring GADGETS For Cisco Finesse .. Essential Power Pack Presented by Michal.Grebac@2Ring.com
    • 2. Founded in 2001 ..
    • 3. Cisco Preferred Solution Partner ..
    • 4. Indirect Sales Strategy ..
    • 5. Agile Development ..
    • 6. EMEAR Headquarters Slovakia EU
    • 7. North American Headquarters Sacramento CA
    • 8. Cisco Finesse » A next-generation agent and supervisor desktop » Available on all Cisco Contact Centers platforms > Express, Enterprise, Packaged UCCE, and Hosted » Integrates traditional contact center functions into a thin-client desktop, a 100% browser-based desktop implemented through a web 2.0 interface » No client-side installations required » Comes with open web 2.0 APIs that enable development and integration of value-add applications, such as 2Ring COMPACT AGENT
    • 9. 8 direct answers to Why should we use 2Ring ?? GADGETS
    • 10. 1 For Cisco Unified Contact Center Express 10+ and also for UCC Enterprise 9+ (incl. Packaged)
    • 11. 2 INTEGRATION (and AUTOMATION) WITHOUT CODING Configuration-based integration of Cisco Finesse with multiple CRM, Service Desk, and other types of systems
    • 12. 3 Boosting Collaboration within Contact Centers
    • 13. 4 (Possibly) replacing attendant console software Connecting the rest of the organization to agents via AD / LDAP search
    • 14. 5 Extending Cisco Platform, No Overlaps Tod Famous .. Director of Product Management at Cisco 2Ring is doing a tremendous job extending the Cisco Contact Center platform. The 2Ring GADGETS for Cisco Finesse are a great way to enhance automation and improve collaboration among contact center agents as well as to enable collaboration with subject matter experts via the use of Cisco Jabber. If you are already using Cisco Contact Center Enterprise (or Express), you should definitely see what 2Ring has to offer.
    • 15. 6 CUSTOMIZABLE Open & well-documented configuration files full of examples. We want and depend on customer feedback for new features and functionality. No custom development needed (but possible)
    • 16. Less expensive than our competitors 7 AFFORDABLE
    • 17. 8 24x7 Support Software Assurance for a piece of mind for the GADGETS to work with future releases of Cisco Contact Centers
    • 18. 2Ring GADGETS for Cisco Finesse .. Product Overview & Live Demo
    • 19. 1 Unified Interface for Supervisors & Agents
    • 20. BROWSER Gadget
    • 21. ORCHESTRATOR (Workflows)
    • 22. ORCHESTRATOR (Workflows)
    • 23. GADGETS Licensing » 2Ring infoPANEL » 2Ring BROWSER » 2Ring TEAM » 2Ring ORCHESTRATOR » 2Ring COMPACT AGENT STANDARD Bundle » 2Ring SCRIPTS&FORMS » 2Ring DASHBOARDS&WALLBOARDS » 2Ring PRECISION SKILLING (UCCE and Packaged UCCE Only) Licensing is based on the max number of concurrent @CiscoCC agents / supervisors (agent / ENHANCED supervisor seats) Bundle adds
    • 24. When to use 2Ring COMPACT AGENT .. » A clean & touch screen friendly UI » Supports browsers that Finesse doesn’t (Chrome, Safari, IE8, ..) » Available for mobile devices > Macs, iPads and iPhones > Android tablets and phones > Cisco Jabber for Windows > Cisco DX 650 > Windows desktops, phones, tablets » Connect experts / back office to @CiscoCC Cisco Finesse + 2Ring GADGETS .. » Configuration-based integration of Cisco Finesse with multiple CRM (and other types of) systems » Boosting collaboration in @CiscoCC » Connecting the rest of the organization to agents via AD/LDAP search » Replacing attendant console software
    • 25. 2Ring.com Links to Remember 2Ring.com/GADGETS .. 2Ring.com/COMPACT .. 2Ring.com/DW .. 2Ring.com/SystemRequirements .. 2Ring.com/Support .. 2Ring.com/SalesTerms .. 2Ring.com/WebEx .. Product site for 2Ring GADGETS for Cisco Finesse Product site for 2Ring COMPACT AGENT Product site for 2Ring DASHBOARDS&WALLBOARDS The latest System Requirements for 2Ring solutions The current Support Terms The current Sales Terms To schedule a live demo of 2Ring solutions
    • 26. 2Ring .. 2Ring .. 2Ring .. 2Ring .. Connect with Us Questions Americas & APAC Europe OFFICE MOBILE EMAIL Michal Grebáč Strategic Sales & Marketing Director +1 (916) 282-9514 +1 (916) 514-3355 mgrebac@2Ring.com Tom McCain Director of North American Sales +1 (916) 426-3790 +1 (480) 255-7500 tmccain@2Ring.com ADDRESS PHONE EMAIL WWW 8880 Cal Center Drive, Suite 400 Sacramento, CA, 95826, USA + 1 (916) 426-3790 Info-na@2Ring.com www.2Ring.com ADDRESS PHONE EMAIL WWW Galvaniho 15/C 821 04, Bratislava, Slovak Republic +421 (2) 5822-4550 info@2Ring.com www.2Ring.com