See for yourself the top 10 use cases identified by 2Ring for Cisco Contact Centers and how 2Ring's integration into Calabrio AQM & WFM can enhance the agent and supervisor experience. All use cases are enabled by 2Ring Gadgets, a natural extension of Cisco Finesse, designed to empower supervisors and improve the agent desktop experience. See how real customers have improved efficiencies and Customer Experience (CX) to make life of their agents better. This presentation will give you a list of what use cases 2Ring engineers have been asked to configure that have vastly improved the agent and Customer Experience for our clients.

1. Lyall.Shepperd@2Ring.com
by 2Ring
Top 10 Cisco Contact
Center Use Cases

2. Every@CiscoCCNeeds2Ring..
About 2Ring
Founded in 2001
Global Presence / Global Customer Base
• European HQ in Slovakia
• North American HQ in Sacramento, CA
Among 1000 Europe’s Fastest-Growing Companies by Statista (Financial
Times)
ISV Partner with
• Cisco, Calabrio, Microsoft, ServiceNow, Salesforce, Amazon, Five9, Genesys
Indirect Sales Strategy
• Available on Cisco’s price list (CCW)
• Reseller contracts with ConvergeOne, NTT, Presidio, WWT, and many more..

3. Every@CiscoCCNeeds2Ring..
3
Call Triaging with Action#10
www.2Ring.com
1. Bomb threats
2. Medical scripting with transfer
3. Gather intake information
and email intake specialist
or attorney
4. Disclaimers that need to be read
for legal compliance
5. Return Material Authorization (RMA)
2Ring can manually or automatically
tag calls for review in Calabrio
Call Recording ..

4. Every@CiscoCCNeeds2Ring..
Automated State Changes#9
www.2Ring.com
1. With Calabrio WFM, you can set
agent to “Not Ready Break” when
scheduled break is set to begin,
even while on a call.
2. Force Agents to Ready during
periods of high call volumes
3. When placing outbound calls,
there was a lack of visibility.
Used a workflow that would set
state to “NotReady Outbound",
and when the call was released
agent is placed back to Ready.
4. Dynamically Extending
Wrap-Up Period
5. Log everyone out after 5PM

5. Every@CiscoCCNeeds2Ring..
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Buttons and Buttons Again#8
www.2Ring.com
1. Tag a call for supervisor review
2. Pause / Resume Recording
3. Panic Button Form
4. Submit New Request Form (replacing
SharePoint Forms) can be sent as
an email as well
5. Healthcare Buttons / Code red
Automation
6. Open gates at a car parking lot
7. One-click conference call setup
8. Agent state change with single click
9. Extend Wrap-Up Time
10. Bookmarks

6. Every@CiscoCCNeeds2Ring..
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Buttons and Buttons Again#8
www.2Ring.com
1. Tag a call for supervisor review
2. Pause / Resume Recording
3. Panic Button Form
4. Submit New Request Form (replacing
SharePoint Forms) can be sent as
an email as well
5. Healthcare Buttons / Code red
Automation
6. Open gates at a car parking lot
7. One-click conference call setup
8. Agent state change with single click
9. Extend Wrap-Up Time
10. Bookmarks

7. Every@CiscoCCNeeds2Ring..
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Buttons and Buttons Again#8
www.2Ring.com
1. Tag a call for supervisor review
2. Pause / Resume Recording
3. Panic Button Form
4. Submit New Request Form (replacing
SharePoint Forms) can be sent as
an email as well
5. Healthcare Buttons / Code red
Automation
6. Open gates at a car parking lot
7. One-click conference call setup
8. Agent state change with single click
9. Extend Wrap-Up Time
10. Bookmarks

8. Every@CiscoCCNeeds2Ring..
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Buttons and Buttons Again#8
www.2Ring.com
1. Tag a call for supervisor review
2. Pause / Resume Recording
3. Panic Button Form
4. Submit New Request Form (replacing
SharePoint Forms) can be sent as
an email as well
5. Healthcare Buttons / Code red
Automation
6. Open gates at a car parking lot
7. One-click conference call setup
8. Agent state change with single click
9. Extend Wrap-Up Time
10. Bookmarks

9. Every@CiscoCCNeeds2Ring..
9
Address Books with No Limits
1. Automatically synced address books —
unlimited number of contacts from
multiple data sources (LDAP/AD, CUCM,
Exchange, Lotus Notes, SQL DBs, csv
files) available for agents to search
(without the need to place a caller on
hold)
2. Manually managed address books
3. Agent personal address books — agents
can create their own address books
4. 2Ring Generic SQL connector can query
address book for caller look ups
5. See presence status (CUPS) of contacts
#7
www.2Ring.com

10. Every@CiscoCCNeeds2Ring..
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User-Friendly, Real-Time Reporting
See a sample layout at
www.2Ring.com/TryIt
#6
www.2Ring.com

11. Every@CiscoCCNeeds2Ring..
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User-Friendly, Real-Time Reporting
See a sample layout at
www.2Ring.com/TryIt
#6
www.2Ring.com

12. Every@CiscoCCNeeds2Ring..
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User-Friendly, Real-Time Reporting
See a sample layout at
www.2Ring.com/TryIt
#6
www.2Ring.com

13. Every@CiscoCCNeeds2Ring..
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User-Friendly, Real-Time Reporting
See a sample layout at
www.2Ring.com/TryIt
#6
www.2Ring.com

14. Every@CiscoCCNeeds2Ring..
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User-Friendly, Real-Time Reporting
See a sample layout at
www.2Ring.com/TryIt
#6
www.2Ring.com

15. Every@CiscoCCNeeds2Ring..
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User-Friendly, Real-Time Reporting
See a sample layout at
www.2Ring.com/TryIt
#6
www.2Ring.com

16. Every@CiscoCCNeeds2Ring..
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Customer Journey
www.2Ring.com
#5
1. See caller’s previous interactions
(Voice, Chat, E-Mail*)
“I called yesterday” scenario
2. Have access to Calabrio recordings
from previous interactions
3. Notes field that follows the call
4. Caller can be identified by the initial
agent, and caller information will
travel with the call
5. Access to previous interactions
Notes
6. See Forms that have been used
on prior calls

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Stay on Top Alerts#4
www.2Ring.com
1. Real Time Adherence (RTA) – Agents &
Supervisors can receive a Toast Notification when an
Agent is out of Real Time Adherence with Calabrio
WFM
2. Calls in Queue – Combine multiple metrics, such as
number of calls in queue and longest waiting call is
over x seconds
3. RONA – Agent and supervisor can receive a Toast
Notification with a clickable actions, such as Go
Ready
4. Approaching Handle Time – Help agents achieve
their talk time targets
5. Cumulative Not Ready for the Day – Help agents
achieve NotReady targets
6. Pick a Wrap-Up Code Reminders
7. Queue Long Wait Time Apology
8. Personalized Opening Sentence – Based on hour,
queue, IVR selection, # called, agent's name, etc.
9. Severity 1 (life-threatening emergency) call in
queue. On UCCX, when the agent clicks the toast
notification, the current caller is parked and the agent
can select the Severity 1 call for answer.

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Stay on Top Alerts#4
www.2Ring.com
1. Real Time Adherence (RTA) – Agents &
Supervisors can receive a Toast Notification when an
Agent is out of Real Time Adherence with Calabrio
WFM
2. Calls in Queue – Combine multiple metrics, such as
number of calls in queue and longest waiting call is
over x seconds
3. RONA – Agent and supervisor can receive a Toast
Notification with a clickable actions, such as Go
Ready
4. Approaching Handle Time – Help agents achieve
their talk time targets
5. Cumulative Not Ready for the Day – Help agents
achieve NotReady targets
6. Pick a Wrap-Up Code Reminders
7. Queue Long Wait Time Apology
8. Personalized Opening Sentence – Based on hour,
queue, IVR selection, # called, agent's name, etc.
9. Severity 1 (life-threatening emergency) call in
queue. On UCCX, when the agent clicks the toast
notification, the current caller is parked and the agent
can select the Severity 1 call for answer.

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Intelligent CRM Screen-Pops#3
www.2Ring.com
1. Link in CRM to the Calabrio recording
for the interaction
2. Simplified input form
3. Supports look-ups in multiple systems
at the same time
4. Pops up the right system depending
on what kind of call / interaction it is
5. Hospital Admit Discharge Integration
— Simple screen that hospital
operators can use to look up a
patient’s information by name, and find
location details and the patient
6. Button to Warm & Cold Transfer
the caller
7. Integration to Gaming and Hotel
Management Systems

20. Every@CiscoCCNeeds2Ring..
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Intelligent CRM Screen-Pops#3
www.2Ring.com
1. Link in CRM to the Calabrio recording
for the interaction
2. Simplified input form
3. Supports look-ups in multiple systems
at the same time
4. Pops up the right system depending
on what kind of call / interaction it is
5. Hospital Admit Discharge Integration
— Simple screen that hospital
operators can use to look up a
patient’s information by name, and find
location details and the patient
6. Button to Warm & Cold Transfer
the caller
7. Integration to Gaming and Hotel
Management Systems

21. Every@CiscoCCNeeds2Ring..
21
Intelligent CRM Screen-Pops#3
www.2Ring.com
1. Link in CRM to the Calabrio recording
for the interaction
2. Simplified input form
3. Supports look-ups in multiple systems
at the same time
4. Pops up the right system depending
on what kind of call / interaction it is
5. Hospital Admit Discharge Integration
— Simple screen that hospital
operators can use to look up a
patient’s information by name, and find
location details and the patient
6. Button to Warm & Cold Transfer
the caller
7. Integration to Gaming and Hotel
Management Systems

22. Every@CiscoCCNeeds2Ring..
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Agent Cockpit#2
www.2Ring.com 1. Link to Calabrio Call Recordings
in Finesse
2. View Calabrio WFM Schedule
in Finesse
3. Request vacation and shift swap
with Calabrio WFM in Finesse
4. Customer details and list of previous
interactions in one place
5. Support for multiple CRM match
scenarios
6. CRM-integrated — Auto
activity/interaction record creation in
selected system(s)
7. Access to Staffino feedback
(post-call survey)

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Agent Cockpit#2
www.2Ring.com 1. Link to Calabrio Call Recordings
in Finesse
2. View Calabrio WFM Schedule
in Finesse
3. Request vacation and shift swap
with Calabrio WFM in Finesse
4. Customer details and list of previous
interactions in one place
5. Support for multiple CRM match
scenarios
6. CRM-integrated — Auto
activity/interaction record creation in
selected system(s)
7. Access to Staffino feedback
(post-call survey)

24. Every@CiscoCCNeeds2Ring..
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Agent Cockpit#2
www.2Ring.com 1. Link to Calabrio Call Recordings
in Finesse
2. View Calabrio WFM Schedule
in Finesse
3. Request vacation and shift swap
with Calabrio WFM in Finesse
4. Customer details and list of previous
interactions in one place
5. Support for multiple CRM match
scenarios
6. CRM-integrated — Auto
activity/interaction record creation in
selected system(s)
7. Access to Staffino feedback
(post-call survey)

25. Every@CiscoCCNeeds2Ring..
25
Agent Cockpit#2
www.2Ring.com 1. Link to Calabrio Call Recordings
in Finesse
2. View Calabrio WFM Schedule
in Finesse
3. Request vacation and shift swap
with Calabrio WFM in Finesse
4. Customer details and list of previous
interactions in one place
5. Support for multiple CRM match
scenarios
6. CRM-integrated — Auto
activity/interaction record creation in
selected system(s)
7. Access to Staffino feedback
(post-call survey)
2009_5.1 Top10_UseCases_V4_02

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Supervisor Cockpit#1
www.2Ring.com
1. Receive alerts when agents are out of RTA
2. View agent’s WFM schedule in Finesse
3. Searchable list of agents from multiple teams
4. Agents grouped by Teams / Queues / Skill Groups
5. Searchable call histories
6. Current call details
7. Current chat session content (UCCX only)
8. Current email content (UCCX only)
9. Customer satisfaction with agent
(2Ring Staffino Feedback Service)
10. Per Team Grids showing many metrics using
dashboards and wallboards
11. Agent reskilling (agent self-skilling option)
12. Access to contacts from the back office / external
chat with IM Button (Jabber, Skype, Hangouts,
Slack, Teams, ..)
13. Customer journey

27. Every@CiscoCCNeeds2Ring..
27
1. Receive alerts when agents are out of RTA
2. View agent’s WFM schedule in Finesse
3. Searchable list of agents from multiple teams
4. Agents grouped by Teams / Queues / Skill Groups
5. Searchable call histories
6. Current call details
7. Current chat session content (UCCX only)
8. Current email content (UCCX only)
9. Customer satisfaction with agent
(2Ring Staffino Feedback Service)
10. Per Team Grids showing many metrics using
dashboards and wallboards
11. Agent reskilling (agent self-skilling option)
12. Access to contacts from the back office / external
chat with IM Button (Jabber, Skype, Hangouts,
Slack, Teams, ..)
13. Customer journey
Supervisor Cockpit#1
www.2Ring.com

28. Every@CiscoCCNeeds2Ring..
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1. Receive alerts when agents are out of RTA
2. View agent’s WFM schedule in Finesse
3. Searchable list of agents from multiple teams
4. Agents grouped by Teams / Queues / Skill Groups
5. Searchable call histories
6. Current call details
7. Current chat session content (UCCX only)
8. Current email content (UCCX only)
9. Customer satisfaction with agent
(2Ring Staffino Feedback Service)
10. Per Team Grids showing many metrics using
dashboards and wallboards
11. Agent reskilling (agent self-skilling option)
12. Access to contacts from the back office / external
chat with IM Button (Jabber, Skype, Hangouts,
Slack, Teams, ..)
13. Customer journey
Supervisor Cockpit#1
www.2Ring.com

29. Every@CiscoCCNeeds2Ring..
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1. Receive alerts when agents are out of RTA
2. View agent’s WFM schedule in Finesse
3. Searchable list of agents from multiple teams
4. Agents grouped by Teams / Queues / Skill Groups
5. Searchable call histories
6. Current call details
7. Current chat session content (UCCX only)
8. Current email content (UCCX only)
9. Customer satisfaction with agent
(2Ring Staffino Feedback Service)
10. Per Team Grids showing many metrics using
dashboards and wallboards
11. Agent reskilling (agent self-skilling option)
12. Access to contacts from the back office / external
chat with IM Button (Jabber, Skype, Hangouts,
Slack, Teams, ..)
13. Customer journey
Supervisor Cockpit#1
www.2Ring.com

30. Every@CiscoCCNeeds2Ring..
30
1. Receive alerts when agents are out of RTA
2. View agent’s WFM schedule in Finesse
3. Searchable list of agents from multiple teams
4. Agents grouped by Teams / Queues / Skill Groups
5. Searchable call histories
6. Current call details
7. Current chat session content (UCCX only)
8. Current email content (UCCX only)
9. Customer satisfaction with agent
(2Ring Staffino Feedback Service)
10. Per Team Grids showing many metrics using
dashboards and wallboards
11. Agent reskilling (agent self-skilling option)
12. Access to contacts from the back office / external
chat with IM Button (Jabber, Skype, Hangouts,
Slack, Teams, ..)
13. Customer journey
Supervisor Cockpit#1
www.2Ring.com

31. Every@CiscoCCNeeds2Ring..
31
1. Receive alerts when agents are out of RTA
2. View agent’s WFM schedule in Finesse
3. Searchable list of agents from multiple teams
4. Agents grouped by Teams / Queues / Skill Groups
5. Searchable call histories
6. Current call details
7. Current chat session content (UCCX only)
8. Current email content (UCCX only)
9. Customer satisfaction with agent
(2Ring Staffino Feedback Service)
10. Per Team Grids showing many metrics using
dashboards and wallboards
11. Agent reskilling (agent self-skilling option)
12. Access to contacts from the back office / external
chat with IM Button (Jabber, Skype, Hangouts,
Slack, Teams, ..)
13. Customer journey
Supervisor Cockpit#1
www.2Ring.com

32. Every@CiscoCCNeeds2Ring..
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1. Receive alerts when agents are out of RTA
2. View agent’s WFM schedule in Finesse
3. Searchable list of agents from multiple teams
4. Agents grouped by Teams / Queues / Skill Groups
5. Searchable call histories
6. Current call details
7. Current chat session content (UCCX only)
8. Current email content (UCCX only)
9. Customer satisfaction with agent
(2Ring Staffino Feedback Service)
10. Per Team Grids showing many metrics using
dashboards and wallboards
11. Agent reskilling (agent self-skilling option)
12. Access to contacts from the back office / external
chat with IM Button (Jabber, Skype, Hangouts,
Slack, Teams, ..)
13. Customer journey
Supervisor Cockpit#1
www.2Ring.com

33. Every@CiscoCCNeeds2Ring..
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We love feedback. What would you like to see?
2Ring Dashboards & Wallboards — Add Calabrio Connector to display
• Word Cloud built using Calabrio Speech Analytics
• Individual Adherence / Conformance / Occupancy and
Utilization Agent Statistics
2Ring Team Gadget
• Display Agent Quality Scores with trends
• Display Team Average Quality Score
2Ring Team Gadget — Interaction History
• Show Speech Energy + Speech Analytics overall score
• Let agent Tag a Call for review right there
• Link to Calabrio Post-Call Survey Data
• A link to Quality Review Form if filled out by the supervisor +
provide agent with alert in real-time
Push More Calabrio Data to CRM / ServiceDesk
• Calabrio PostCallSurvey
• Calabrio Transcripts

34. Questions
EMEAR
Americas & APAC
OFFICE
MOBILE
EMAIL
Peter Kolenič
Channel Director, EMEAR
+421 (2) 5822 4379
+421 (903) 500 494
pkolenic@2Ring.com
Thijs Koolaard
Channel Development Manager
+421 (2) 5822 4471
+421 (918) 858056
Thijs.Koolaard@2Ring.com
ADDRESS
PHONE
EMAIL
WWW
Galvaniho 15/C
821 04, Bratislava, Slovak Republic
+421 (2) 5822-4550
info@2Ring.com
www.2Ring.com
ADDRESS
PHONE
EMAIL
WWW
3626 Fair Oaks Blvd. Suite 100
Sacramento, CA, 95864, USA
+1 (916) 426-3790
Info-na@2Ring.com
www.2Ring.com
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 (480) 255-7500
tmccain@2Ring.com
Links to Remember GADGETS Product Site
System Requirements Simplified
2Ring.com/GADGETS ..
2Ring.com/SystemRequirements ..

35. Thank You!