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+                  =Peter Magyar, ZUNO BANK, Head of the Contact CenterMichal Grebáč, 2Ring, Strategic Sales & Marketing D...
The Goal ..              Cisco Live! Session ID: CCSCCT-2555   2
Cisco Live! Session ID: CCSCCT-2555
The Goal ..» Show you how the newly  deployed Cisco Finesse  (hand in hand with a power  pack of 2Ring GADGETS) is  helpin...
What to Expect ..»   The Goal»   Involved Parties»   The Time Before Finesse (Problem Statement)»   The Plan»   The Delive...
Involved Parties ..                      Cisco Live! Session ID: CCSCCT-2555   6
» Austrian banking license» Banking done in a smart and intuitive way, human and simple» Alternative for modern people aga...
» Centralized operation model» Low-cost operating business model» Strong focus on service quality» Local market awards aft...
» Cisco Gold Partner / Cisco Master UC Specialization / Cisco  ATP – UCC Enterprise» Line of Business   › IT Infrastructur...
» On the market since 2001» Cisco Preferred Solution Developer» Flexible solutions for Cisco Unified Communications & Cont...
Why 2Ring and gadgets for Cisco Finesse?» 2Ring AGENT DESKTOP   › CTI-OS based solution   › Customer-driven development si...
The Time Before ..                     Cisco Live! Session ID: CCSCCT-2555   12
The Time Before ..» CUCM 7.1 + UCCE 7.5 (fully redundant)   › MCS Servers in 2 datacenters in Poland (redundant sites A+B)...
The Time Before ..                 Cisco Live! Session ID: CCSCCT-2555   14
The Time Before .. Problem Statement» Blended agents using a thick client application   › 2Ring AGENT DESKTOP (CTI-OS Tool...
The Plan ..              Cisco Live! Session ID: CCSCCT-2555   16
The Plan ..» Upgrade UCCE 7.5(10) to UCCE 8.0(1a)» Installation/configuration of OS + VMware on UCS    › Migrate UCCE to C...
The Plan .. Upgrade Phase 1                 Cisco Live! Session ID: CCSCCT-2555   18
The Plan ..» Upgrade CUCM to 8.6(x)» Upgrade IVR to 8.5(x)» Upgrade UCCE to 9.0(1)    › Upgrade/Install CTI OS on all agen...
The Plan .. Upgrade Phase 2 (Final)                  Cisco Live! Session ID: CCSCCT-2555   20
The Deliverables ..                      Cisco Live! Session ID: CCSCCT-2555   21
2Ring infoPANEL ..2Ring GADGETS FOR CISCO FINESSE» Persistent gadget   ›   Stays with agents through all Cisco Finesse tab...
2Ring infoPANEL ..2Ring GADGETS FOR CISCO FINESSE» Time in state with thresholds» Message ticker   ›   Receive messages fr...
2Ring infoPANEL ..2Ring GADGETS FOR CISCO FINESSE» Action buttons   ›   Serve as bookmarks   ›   Log a specific event into...
2Ring infoPANEL ..2Ring GADGETS FOR CISCO FINESSE» Event-Rules-Action model   ›   Specific Event occurs (such as the arriv...
2Ring infoPANEL ..2Ring GADGETS FOR CISCO FINESSE              Cisco Live! Session ID: CCSCCT-2555   26
2Ring BROWSER ..2Ring GADGETS FOR CISCO FINESSE              Cisco Live! Session ID: CCSCCT-2555   27
2Ring BROWSER ..2Ring GADGETS FOR CISCO FINESSE» Fully compatible with MS IE» Closable or permanent colorable tabs» Displa...
2Ring TEAM ..2Ring GADGETS FOR CISCO FINESSE» Replaces Team Performance Gadget              Cisco Live! Session ID: CCSCCT...
2Ring TEAM ..2Ring GADGETS FOR CISCO FINESSE» Collaborate with others based on real-time info on their  availability» Find...
2Ring TEAM .. Supervisor Extension2Ring GADGETS FOR CISCO FINESSE» Allows supervisors to   ›   Send short messages to agen...
SCRIPTS & FORMS ..2Ring GADGETS FOR CISCO FINESSE»   Guide Agents    ›   Set up powerful workflows for        inbound & ou...
SCRIPTS & FORMS ..2Ring GADGETS FOR CISCO FINESSE              Cisco Live! Session ID: CCSCCT-2555   33
SCRIPTS & FORMS ..2Ring GADGETS FOR CISCO FINESSE» Build forms with   ›   Single selection groups   ›   Multi selection gr...
2Ring GADGETS FOR CISCO FINESSE ..System Requirements» Client PC   ›   Browser supported by Cisco Finesse (IE 8, Firefox) ...
Lessons Learned ..                     Cisco Live! Session ID: CCSCCT-2555   36
Lessons Learned ..» All of the deliverables were delivered   › Time planning (too many involved parties)   › Short term is...
The Latest? .. 2Ring COMPACT AGENT»   Cisco Jabber for Windows»   Subject Matter Experts»   Presence Information»   Call r...
Related Resources ..» http://www.cisco.com/en/US/products/ps11324/index.html» www.2Ring.com/Finesse   › Review a detailed ...
Presentation_ID   © 2012 Cisco and/or its affiliates. All rights reserved.   Cisco Public   40
Q&A ..         Cisco Live! Session ID: CCSCCT-2555   41
2Ring .. Connect with Us2Ring .. Questions          Michal Grebáč                                    Peter Kolenič        ...
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A Case Study on migrating ZUNO Bank to Cisco Finesse and 2Ring GADGETS for Cisco Finesse - slide deck

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This is a slide deck used at Cisco Live! in London in 2013. It covers a migration of a Cisco UCCE customer to ersin 8.5.3 and the process of migrating from a CTI-OS based agent desktop to Cisco Finesse.

The customer was ZUNO Bank, a member of the Raiffeisen International Banking Group, supporting 14 million clients across 17 countries via a traditional brick and mortar service model. The group decided to approach the European market in a different way. It launched ZUNO BANK, a new modern bank offering its services to urban professionals in multiple European countries via an online, 24x7 service model.

This was originally achieved by leveraging a distributed Cisco contact center (UCCE) along with 2Ring AGENT DESKTOP (CTI-OS Toolkit) that provided a very tight integration with the bank's core banking systems and supported all necessary communication channels - voice, chat and e-mail. To increase the operational efficiency, and with the vision of providing its services on a few additional markets, the bank decided to upgrade its Cisco UCCE and switch to a web-based Cisco Finesse agent desktop application along with an essential power pack of 2Ring GADGETS for Cisco Finesse (www.2Ring.com/GADGETS) providing a unified agent/supervisor interface.

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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A Case Study on migrating ZUNO Bank to Cisco Finesse and 2Ring GADGETS for Cisco Finesse - slide deck

  1. 1. + =Peter Magyar, ZUNO BANK, Head of the Contact CenterMichal Grebáč, 2Ring, Strategic Sales & Marketing DirectorCUSTOMER CASE STUDY
  2. 2. The Goal .. Cisco Live! Session ID: CCSCCT-2555 2
  3. 3. Cisco Live! Session ID: CCSCCT-2555
  4. 4. The Goal ..» Show you how the newly deployed Cisco Finesse (hand in hand with a power pack of 2Ring GADGETS) is helping ZUNO BANK’s contact center team do its part to deliver the bank’s customer promise - LESS BANK, MORE LIFE Cisco Live! Session ID: CCSCCT-2555 4
  5. 5. What to Expect ..» The Goal» Involved Parties» The Time Before Finesse (Problem Statement)» The Plan» The Deliverables» Lessons Learned» Related Resources» Q&A Cisco Live! Session ID: CCSCCT-2555 5
  6. 6. Involved Parties .. Cisco Live! Session ID: CCSCCT-2555 6
  7. 7. » Austrian banking license» Banking done in a smart and intuitive way, human and simple» Alternative for modern people against non-transparent, fee heavy, traditional banking. No small print or hidden conditions» Simplicity is one of the key factors of development» Strong focus on online banking, mobile banking, contact center» Limited physical presence – Flag Ship Stores Cisco Live! Session ID: CCSCCT-2555 7
  8. 8. » Centralized operation model» Low-cost operating business model» Strong focus on service quality» Local market awards after 1st and 2nd years of operation» Present in Slovakia and the Czech Republic and coming to other European countries soon Cisco Live! Session ID: CCSCCT-2555 8
  9. 9. » Cisco Gold Partner / Cisco Master UC Specialization / Cisco ATP – UCC Enterprise» Line of Business › IT Infrastructure, Customer Interaction, Content Management, Security» Presence – Slovakia / Czech Republic / Romania / Turkey › and serving customers from other European markets as well» Revenue: 65+ million EURO» Employees: 600+ Cisco Live! Session ID: CCSCCT-2555 9
  10. 10. » On the market since 2001» Cisco Preferred Solution Developer» Flexible solutions for Cisco Unified Communications & Contact Centers (Express & Enterprise)» Agile development» Global presence › Indirect sales strategy › Cisco Marketplace» www.2Ring.com Cisco Live! Session ID: CCSCCT-2555 10
  11. 11. Why 2Ring and gadgets for Cisco Finesse?» 2Ring AGENT DESKTOP › CTI-OS based solution › Customer-driven development since 2005» Proven features transferred to Cisco Finesse › Supervisor (Agent) to agent chat › Visual Notifications + Message Ticker › Multi-Tab browser › Scripts & Forms (advanced wrap-up) › .. Cisco Live! Session ID: CCSCCT-2555 11
  12. 12. The Time Before .. Cisco Live! Session ID: CCSCCT-2555 12
  13. 13. The Time Before ..» CUCM 7.1 + UCCE 7.5 (fully redundant) › MCS Servers in 2 datacenters in Poland (redundant sites A+B) › Agents in Slovakia, the Czech Republic, and Hungary › Centralized IP IVR 7.5 for all countries › Client Authentication (integration with core banking IS via web services) › 2x Cisco 2911 in every country (CZ, SK, HU, PL) › SIP trunks ended at Cisco CUBE › Cisco CIM integrated with Cisco ICM › Easy to use, tailor made, 2Ring REPORTS Cisco Live! Session ID: CCSCCT-2555 13
  14. 14. The Time Before .. Cisco Live! Session ID: CCSCCT-2555 14
  15. 15. The Time Before .. Problem Statement» Blended agents using a thick client application › 2Ring AGENT DESKTOP (CTI-OS Toolkit) › Integrated with core bank’s systems › Difficulties in maintenance and configuration › No support for a silent install due to “CTI-OS Toolkit component” › Issues with 64bit OS due to “CTI-OS Toolkit component” › Slower implementation of custom development» Planned expansion to more countries › Needed infrastructure that would support growth via the possibility of remote management Cisco Live! Session ID: CCSCCT-2555 15
  16. 16. The Plan .. Cisco Live! Session ID: CCSCCT-2555 16
  17. 17. The Plan ..» Upgrade UCCE 7.5(10) to UCCE 8.0(1a)» Installation/configuration of OS + VMware on UCS › Migrate UCCE to Cisco UCS servers – 2x UCS-C-210M2» Install a “new” (using PreUpgradeTool) IP IVR 8.0(x) on UCS» Install (using PreUpgradeTool) CUCM 8.0(2) on UCS» Disconnect current CUCM» Connect new CUCM 8.0(2)» Upgrade UCCE 8.0(x) to UCCE 8.5(3) Cisco Live! Session ID: CCSCCT-2555 17
  18. 18. The Plan .. Upgrade Phase 1 Cisco Live! Session ID: CCSCCT-2555 18
  19. 19. The Plan ..» Upgrade CUCM to 8.6(x)» Upgrade IVR to 8.5(x)» Upgrade UCCE to 9.0(1) › Upgrade/Install CTI OS on all agent desktops» Install Finesse 9.0(1)» Install Social Miner 9.0(1)» Upgrade CUCM 8.6(x) to 9.0(1)» Upgrade IP IVR 8.5(x) to 9.0(1) Cisco Live! Session ID: CCSCCT-2555 19
  20. 20. The Plan .. Upgrade Phase 2 (Final) Cisco Live! Session ID: CCSCCT-2555 20
  21. 21. The Deliverables .. Cisco Live! Session ID: CCSCCT-2555 21
  22. 22. 2Ring infoPANEL ..2Ring GADGETS FOR CISCO FINESSE» Persistent gadget › Stays with agents through all Cisco Finesse tabs › Keeps agents informed & up-to-date» Agent is informed via icon + message in the ticker area › Type of call / client › Unsecured channel (SKYPE) › Special VDN (VIP clients) Cisco Live! Session ID: CCSCCT-2555 22
  23. 23. 2Ring infoPANEL ..2Ring GADGETS FOR CISCO FINESSE» Time in state with thresholds» Message ticker › Receive messages from supervisors › Notification messages › about events in other tabs of Cisco Finesse › generated by other systems / applications Cisco Live! Session ID: CCSCCT-2555 23
  24. 24. 2Ring infoPANEL ..2Ring GADGETS FOR CISCO FINESSE» Action buttons › Serve as bookmarks › Log a specific event into a database › Send a signal to an external Information System › One-click call forward (satisfaction measurement) Cisco Live! Session ID: CCSCCT-2555 24
  25. 25. 2Ring infoPANEL ..2Ring GADGETS FOR CISCO FINESSE» Event-Rules-Action model › Specific Event occurs (such as the arrival of a new call) › 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 Cisco Live! Session ID: CCSCCT-2555 25
  26. 26. 2Ring infoPANEL ..2Ring GADGETS FOR CISCO FINESSE Cisco Live! Session ID: CCSCCT-2555 26
  27. 27. 2Ring BROWSER ..2Ring GADGETS FOR CISCO FINESSE Cisco Live! Session ID: CCSCCT-2555 27
  28. 28. 2Ring BROWSER ..2Ring GADGETS FOR CISCO FINESSE» Fully compatible with MS IE» Closable or permanent colorable tabs» Displays UI of 3rd party web based systems › A key integration tool (hand in hand with the infoPANEL gadget) › UCC parameters are passed as URL variables › Dynamic tab navigation action › Navigate to a webpage based on call context data › Scriptable tab focusing Cisco Live! Session ID: CCSCCT-2555 28
  29. 29. 2Ring TEAM ..2Ring GADGETS FOR CISCO FINESSE» Replaces Team Performance Gadget Cisco Live! Session ID: CCSCCT-2555 29
  30. 30. 2Ring TEAM ..2Ring GADGETS FOR CISCO FINESSE» Collaborate with others based on real-time info on their availability» Find agents/supervisors by teams / queues» Agent profiles › Chat with agents › Message ticker messages › Call and consult call option › Real-time info on “time in state”, “reason code”, “team / queue membership” › Set an agent to a ready state / log out Cisco Live! Session ID: CCSCCT-2555 30
  31. 31. 2Ring TEAM .. Supervisor Extension2Ring GADGETS FOR CISCO FINESSE» Allows supervisors to › Send short messages to agents’ clients or 2Ring DASHBOARDS & WALLBOARDS › Reach any mix of agents from different queues or teams with the same instant message › Use message templates › Have a message expire after a certain time Cisco Live! Session ID: CCSCCT-2555 31
  32. 32. SCRIPTS & FORMS ..2Ring GADGETS FOR CISCO FINESSE» Guide Agents › Set up powerful workflows for inbound & outbound calls» Save Time › Start collecting all the necessary info at a call’s start and send it away at the call’s end» Empower Supervisors › Create/Modify web-based scripts & forms with ease Cisco Live! Session ID: CCSCCT-2555 32
  33. 33. SCRIPTS & FORMS ..2Ring GADGETS FOR CISCO FINESSE Cisco Live! Session ID: CCSCCT-2555 33
  34. 34. SCRIPTS & FORMS ..2Ring GADGETS FOR CISCO FINESSE» Build forms with › Single selection groups › Multi selection groups › Free text answers › Hierarchy groups» Enhance forms with › Checks & balances › Limits and thresholds» Customize forms with corporate design Cisco Live! Session ID: CCSCCT-2555 34
  35. 35. 2Ring GADGETS FOR CISCO FINESSE ..System Requirements» Client PC › Browser supported by Cisco Finesse (IE 8, Firefox) › 2Ring SF also requires Microsoft Silverlight» Server › Microsoft Windows Server 2008R2 or later › Microsoft .Net Framework 4.5 or later › IIS 7.0 with ASP .NET › Microsoft SQL Server 2008R2 Express Edition or above Cisco Live! Session ID: CCSCCT-2555 35
  36. 36. Lessons Learned .. Cisco Live! Session ID: CCSCCT-2555 36
  37. 37. Lessons Learned ..» All of the deliverables were delivered › Time planning (too many involved parties) › Short term issues after the upgrade › Directories services stopped working after the upgrade to CUCM 8.5 › Client authentication via web services had a short outage › Announcement management had a short outage › Upgrade and integration with CIM is scheduled for the end of Q1 Cisco Live! Session ID: CCSCCT-2555 37
  38. 38. The Latest? .. 2Ring COMPACT AGENT» Cisco Jabber for Windows» Subject Matter Experts» Presence Information» Call related information» Wrap-Up (post call survey)» IS integration Cisco Live! Session ID: CCSCCT-2555 38
  39. 39. Related Resources ..» http://www.cisco.com/en/US/products/ps11324/index.html» www.2Ring.com/Finesse › Review a detailed presentation on our essential power pack › Schedule a live WebEx presentation» Want to know more? › Michal.Grebac@2Ring.com › Marek.Vrabel@Soitron.com › Peter.Magyar@Zuno.eu Cisco Live! Session ID: CCSCCT-2555 39
  40. 40. Presentation_ID © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 40
  41. 41. Q&A .. Cisco Live! Session ID: CCSCCT-2555 41
  42. 42. 2Ring .. Connect with Us2Ring .. Questions Michal Grebáč Peter Kolenič Strategic Sales & Marketing Director Channel Manager EMEARTWITTER www.twitter.com/michalgrebac OFFICE +421 2 5822 4379MOBILE +1 (916) 514-3355 MOBILE +421 903 500 494EMAIL mgrebac@2Ring.com EMAIL pkolenicl@2Ring.com 2Ring .. North America 2Ring .. EMEARADDRESS 331 Newman Springs Road ADDRESS Galvaniho 15/C Building 1, Suite 143 821 04 Bratislava Red Bank, NJ 07701, USA Slovak RepublicPHONE (866) 530-9282 PHONE +421 (2) 5822 4550EMAIL info-na@2Ring.com EMAIL info@2Ring.comWWW www.2Ring.com WWW www.2Ring.com Cisco Live! Session ID: CCSCCT-2555

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