Cisco's SocialMiner product allows companies to monitor social media for customer interactions and route relevant posts to agents for response. It captures social media posts in real-time, analyzes and prioritizes them, and assigns them to customer care agents through a communication workflow. SocialMiner provides customer care metrics and notifications to help companies engage customers on social media in a proactive manner.
The Future of Enterprise UX Design: An Asana & Quickbooks Case Studyuxpin
You'll learn:
- Techniques for designing enterprise UX base on new user expectations.
- How to design a consumer-grade enterprise experience
- Enterprise UX best practices based on case studies from Asana and Intuit
Améliorez l'impact de vos présentations PowerPointLaurène Castor
Cette présentation a été créée par Laurène Castor et publiée sur OpenClassrooms dans le cadre du cours "Améliorez l'impact de vos présentations" sous la licence CC BY-SA 2.0
Presenting this set of slides with name - Itil Framework Powerpoint Presentation Slides. This aptly crafted editable PPT deck contains nineteen slides. Our topic specific Itil Framework Powerpoint Presentation Slides deck helps devise the topic with a clear approach. We offer a wide range of custom made slides with all sorts of relevant charts and graphs, overviews, topics subtopics templates, and analysis templates. Speculate, discuss, design or demonstrate all the underlying aspects with zero difficulty. This deck also consists creative and professional looking slides of all sorts to achieve the target of a presentation effectively. You can present it individually or as a team working in any company organization
The Future of Enterprise UX Design: An Asana & Quickbooks Case Studyuxpin
You'll learn:
- Techniques for designing enterprise UX base on new user expectations.
- How to design a consumer-grade enterprise experience
- Enterprise UX best practices based on case studies from Asana and Intuit
Améliorez l'impact de vos présentations PowerPointLaurène Castor
Cette présentation a été créée par Laurène Castor et publiée sur OpenClassrooms dans le cadre du cours "Améliorez l'impact de vos présentations" sous la licence CC BY-SA 2.0
Presenting this set of slides with name - Itil Framework Powerpoint Presentation Slides. This aptly crafted editable PPT deck contains nineteen slides. Our topic specific Itil Framework Powerpoint Presentation Slides deck helps devise the topic with a clear approach. We offer a wide range of custom made slides with all sorts of relevant charts and graphs, overviews, topics subtopics templates, and analysis templates. Speculate, discuss, design or demonstrate all the underlying aspects with zero difficulty. This deck also consists creative and professional looking slides of all sorts to achieve the target of a presentation effectively. You can present it individually or as a team working in any company organization
MuleSoft's Approach to Driving Customer Outcomes MuleSoft
From our experience in working with over 1,000 customers, we’ve codified an approach that will help you to avoid common IT failures. Join this session to learn about the three critical pillars (business outcomes, org enablement, technology) needed to achieve your outcomes and how to get started.
The launch of ITIL4 revived Axelos presence in the Service Management scene. Although it is only the foundation material, it gives a good indication of the direction the latest framework version wants to guide you on your service management journey.
In this session, we will review how ITIL positioned itself in the new Service Management world. Both the new and renewed concepts will be analysed. What is that SVS all about? Will the SVC be supportive enough in your daily practice? And what about the openness towards other models? Does agile really fit in? Can ITIL and DevOps connect
ICT Cost Management And Savings General2control4IT
ICT costs are increasigly becoming an issue. This presentation shows option for getting most value out of your ICT at reasonable cost levels. Transparancy in costs and volumes are key.
MSP Best Practice: Using Service Blueprints and Strategic IT Roadmaps to Get ...Kaseya
MSP service delivery expert John Kilian of AntFarm will show you how to use service blueprints and implement strategic IT planning that fully aligns with your managed service offering to help you win more MSP business. New MSP service delivery best practice tips you'll learn how to: Help your clients see through the fog to the road ahead – a smoothly paved road where IT is aligned to meet the needs of their business Collaborate on your client's business goals and objectives and develop the IT strategies to support them Create the roadmap that will serve as the foundation for your client's IT planning and budgeting Deliver seamless integration and program management for the Strategic IT Plan that maps directly into your managed services offering(s) Become the ongoing program manager – a trusted advisor – for implementing new solutions that support the strategic IT plan Protect your managed services revenue from poachers and wannabes
PDF, audio, and voiceover are now available on designintechreport.wordpress.com
Today’s most beloved technology products and services balance design and engineering in a way that perfectly blends form and function. Businesses started by designers have created billions of dollars of value, are raising billions in capital, and VC firms increasingly see the importance of design. The third annual Design in Tech Report examines how design trends are revolutionizing the entrepreneurial and corporate ecosystems in tech. This report covers related M&A activity, new patterns in creativity × business, and the rise of computational design.
A well-designed IT Service Delivery Model is critical to achieving success in IT management and operations. Many IT organizations focus on optimizing their technology assets -- the infrastructure and applications. However, in our experience, business value is achieved most effectively when technology assets and the IT service delivery model are integrated and work together seamlessly.
How do you make an entire service visible? And align frontstage customer experience with backstage business processes? April’s Service Design Drinks in Berlin gave an introduction to one of the most central delivery tools and artefact in service design. A comprehensive input was followed by a related hands-on session.
IT Service Catalog: Build a Service Taxonomy in 4 Easy StepsEvergreen Systems
IT Service Catalog - Service Taxonomy
What services do we offer? How do we organize them? How can we make them "customer-centric?" What is a good starting point?
Successful IT Service Catalogs have well-organized services. The services taxonomy, or framework is the key to organizing and managing your services effectively.
Please join us to learn how to build a good service taxonomy in 4 logical steps, as well as 3 key mistakes to avoid.
We will also briefly demonstrate our beautiful and innovative customer-centric IT Service Catalog (built on ServiceNow).
Managed IT Services Pricing Models And Strategies Powerpoint Presentation SlidesSlideTeam
"You can download this product from SlideTeam.net"
Presenting Managed IT Services Pricing Models And Strategies PowerPoint Presentation Slides. This complete PPT deck is made up of 40 professional slides. You can convert and save this PowerPoint slideshow in formats like PDF, PNG, and JPG. All the templates are fully customizable. You can edit text, fonts, patterns, colors, and background within seconds. Also, this PPT template deck is compatible with Google Slides. You can view this presentation on standard and widescreen formats. https://bit.ly/36YwIxW
MuleSoft's Approach to Driving Customer Outcomes MuleSoft
From our experience in working with over 1,000 customers, we’ve codified an approach that will help you to avoid common IT failures. Join this session to learn about the three critical pillars (business outcomes, org enablement, technology) needed to achieve your outcomes and how to get started.
The launch of ITIL4 revived Axelos presence in the Service Management scene. Although it is only the foundation material, it gives a good indication of the direction the latest framework version wants to guide you on your service management journey.
In this session, we will review how ITIL positioned itself in the new Service Management world. Both the new and renewed concepts will be analysed. What is that SVS all about? Will the SVC be supportive enough in your daily practice? And what about the openness towards other models? Does agile really fit in? Can ITIL and DevOps connect
ICT Cost Management And Savings General2control4IT
ICT costs are increasigly becoming an issue. This presentation shows option for getting most value out of your ICT at reasonable cost levels. Transparancy in costs and volumes are key.
MSP Best Practice: Using Service Blueprints and Strategic IT Roadmaps to Get ...Kaseya
MSP service delivery expert John Kilian of AntFarm will show you how to use service blueprints and implement strategic IT planning that fully aligns with your managed service offering to help you win more MSP business. New MSP service delivery best practice tips you'll learn how to: Help your clients see through the fog to the road ahead – a smoothly paved road where IT is aligned to meet the needs of their business Collaborate on your client's business goals and objectives and develop the IT strategies to support them Create the roadmap that will serve as the foundation for your client's IT planning and budgeting Deliver seamless integration and program management for the Strategic IT Plan that maps directly into your managed services offering(s) Become the ongoing program manager – a trusted advisor – for implementing new solutions that support the strategic IT plan Protect your managed services revenue from poachers and wannabes
PDF, audio, and voiceover are now available on designintechreport.wordpress.com
Today’s most beloved technology products and services balance design and engineering in a way that perfectly blends form and function. Businesses started by designers have created billions of dollars of value, are raising billions in capital, and VC firms increasingly see the importance of design. The third annual Design in Tech Report examines how design trends are revolutionizing the entrepreneurial and corporate ecosystems in tech. This report covers related M&A activity, new patterns in creativity × business, and the rise of computational design.
A well-designed IT Service Delivery Model is critical to achieving success in IT management and operations. Many IT organizations focus on optimizing their technology assets -- the infrastructure and applications. However, in our experience, business value is achieved most effectively when technology assets and the IT service delivery model are integrated and work together seamlessly.
How do you make an entire service visible? And align frontstage customer experience with backstage business processes? April’s Service Design Drinks in Berlin gave an introduction to one of the most central delivery tools and artefact in service design. A comprehensive input was followed by a related hands-on session.
IT Service Catalog: Build a Service Taxonomy in 4 Easy StepsEvergreen Systems
IT Service Catalog - Service Taxonomy
What services do we offer? How do we organize them? How can we make them "customer-centric?" What is a good starting point?
Successful IT Service Catalogs have well-organized services. The services taxonomy, or framework is the key to organizing and managing your services effectively.
Please join us to learn how to build a good service taxonomy in 4 logical steps, as well as 3 key mistakes to avoid.
We will also briefly demonstrate our beautiful and innovative customer-centric IT Service Catalog (built on ServiceNow).
Managed IT Services Pricing Models And Strategies Powerpoint Presentation SlidesSlideTeam
"You can download this product from SlideTeam.net"
Presenting Managed IT Services Pricing Models And Strategies PowerPoint Presentation Slides. This complete PPT deck is made up of 40 professional slides. You can convert and save this PowerPoint slideshow in formats like PDF, PNG, and JPG. All the templates are fully customizable. You can edit text, fonts, patterns, colors, and background within seconds. Also, this PPT template deck is compatible with Google Slides. You can view this presentation on standard and widescreen formats. https://bit.ly/36YwIxW
Best Practices for Data Center Migration Planning - August 2016 Monthly Webin...Amazon Web Services
Migrating large scale data centers to the cloud can be challenging and there are generally many ways to execute these projects successfully. Using the right AWS services and tools can help you lower migration risk and expense.. This webinar will recommend a project management and decision-making approach that will help you make the right AWS migration decisions while minimizing unnecessary expenses and maximizing ROI.
Learning Objectives:
• Understand how to apply the AWS Cloud Adoption Framework to migrations
• Understand financial considerations (ROI, CapEx versus OpEx, budgeting for overlapping expenses)
• Learn a method for prioritization of workloads (both technical and financial)
• Understand how different project management approaches (Traditional, Kanban/Lean) can be used most effectively
• Learn how to lower project risk and difficulty using key AWS services (Snowball, Direct Connect, RDS, DMS)
• Learn how to define project completion criteria - when is a migration really done?
OSDC 2014: Andreas Schmidt - Testing server infrastructure with serverspec NETWAYS
Companies that focus on cloud infrastructures for both developing and running their applications are likely to have the highest benefit of test driven infrastructure tools such as configuration management and their spec-oriented testing counterparts.
However many enterprises have not moved to the cloud yet.
Often limited by contracts, regulations or security considerations, they too are in need of testing their infrastructure that service providers built for them.
The talk shows approaches to infrastructure testing and demonstrates the use of serverspec (http://serverspec.org/).
This presentation will help you better understand:
- The Oracle Embedded Value Proposition
- The Oracle Service Bus (OSB) Value Proposition
- The Challenge Of The Extended Enterprise
- Introducing the OSB Appliance (OSBA)
View On-Demand :
http://ecast.opensystemsmedia.com/340
As distributed system scale up, so does their integration time and cost. This integration challenge is particularly acute for real-time and intelligent systems: increased connectivity cannot come at the expense of performance, reliability or resource consumption.
Adopting an inherently scalable architecture is the secret to agilely and affordably building systems that encompass ever more applications, nodes and real-time data. This webinar will review how you can apply proven integration techniques—such as loose coupling and service orientation—to demanding real-time systems. Unlike approaches designed for conventional business applications, the architecture we'll introduce is appropriate for systems that span embedded, high performance and IT applications.
This webinar targets software architects, chief engineers and development leads in all industries that design real-time and intelligent systems. This includes defense, industrial, transportation, medical and aerospace applications.
Better integration is increasingly the key to competitive advantage. It provides end-users with higher situational awareness, responsiveness and resource utilization. Don't let your architecture hold you back.
“Microservices” have become a trendy development strategy. Hosting and running such services used to be pretty painful... but here comes Service Fabric! Let’s take a closer look at this platform, its different development models and all the features it offers, and not only for microservices!
eMagic is an all-in-one solution to manage all the aspects of a server deployed within a Data Center. It is an automated system designed to make server management easy, efficient and quick. All the server logs and consumption details can be viewed through a GUI interface.
GraphRAG is All You need? LLM & Knowledge GraphGuy Korland
Guy Korland, CEO and Co-founder of FalkorDB, will review two articles on the integration of language models with knowledge graphs.
1. Unifying Large Language Models and Knowledge Graphs: A Roadmap.
https://arxiv.org/abs/2306.08302
2. Microsoft Research's GraphRAG paper and a review paper on various uses of knowledge graphs:
https://www.microsoft.com/en-us/research/blog/graphrag-unlocking-llm-discovery-on-narrative-private-data/
DevOps and Testing slides at DASA ConnectKari Kakkonen
My and Rik Marselis slides at 30.5.2024 DASA Connect conference. We discuss about what is testing, then what is agile testing and finally what is Testing in DevOps. Finally we had lovely workshop with the participants trying to find out different ways to think about quality and testing in different parts of the DevOps infinity loop.
Kubernetes & AI - Beauty and the Beast !?! @KCD Istanbul 2024Tobias Schneck
As AI technology is pushing into IT I was wondering myself, as an “infrastructure container kubernetes guy”, how get this fancy AI technology get managed from an infrastructure operational view? Is it possible to apply our lovely cloud native principals as well? What benefit’s both technologies could bring to each other?
Let me take this questions and provide you a short journey through existing deployment models and use cases for AI software. On practical examples, we discuss what cloud/on-premise strategy we may need for applying it to our own infrastructure to get it to work from an enterprise perspective. I want to give an overview about infrastructure requirements and technologies, what could be beneficial or limiting your AI use cases in an enterprise environment. An interactive Demo will give you some insides, what approaches I got already working for real.
State of ICS and IoT Cyber Threat Landscape Report 2024 previewPrayukth K V
The IoT and OT threat landscape report has been prepared by the Threat Research Team at Sectrio using data from Sectrio, cyber threat intelligence farming facilities spread across over 85 cities around the world. In addition, Sectrio also runs AI-based advanced threat and payload engagement facilities that serve as sinks to attract and engage sophisticated threat actors, and newer malware including new variants and latent threats that are at an earlier stage of development.
The latest edition of the OT/ICS and IoT security Threat Landscape Report 2024 also covers:
State of global ICS asset and network exposure
Sectoral targets and attacks as well as the cost of ransom
Global APT activity, AI usage, actor and tactic profiles, and implications
Rise in volumes of AI-powered cyberattacks
Major cyber events in 2024
Malware and malicious payload trends
Cyberattack types and targets
Vulnerability exploit attempts on CVEs
Attacks on counties – USA
Expansion of bot farms – how, where, and why
In-depth analysis of the cyber threat landscape across North America, South America, Europe, APAC, and the Middle East
Why are attacks on smart factories rising?
Cyber risk predictions
Axis of attacks – Europe
Systemic attacks in the Middle East
Download the full report from here:
https://sectrio.com/resources/ot-threat-landscape-reports/sectrio-releases-ot-ics-and-iot-security-threat-landscape-report-2024/
PHP Frameworks: I want to break free (IPC Berlin 2024)Ralf Eggert
In this presentation, we examine the challenges and limitations of relying too heavily on PHP frameworks in web development. We discuss the history of PHP and its frameworks to understand how this dependence has evolved. The focus will be on providing concrete tips and strategies to reduce reliance on these frameworks, based on real-world examples and practical considerations. The goal is to equip developers with the skills and knowledge to create more flexible and future-proof web applications. We'll explore the importance of maintaining autonomy in a rapidly changing tech landscape and how to make informed decisions in PHP development.
This talk is aimed at encouraging a more independent approach to using PHP frameworks, moving towards a more flexible and future-proof approach to PHP development.
Builder.ai Founder Sachin Dev Duggal's Strategic Approach to Create an Innova...Ramesh Iyer
In today's fast-changing business world, Companies that adapt and embrace new ideas often need help to keep up with the competition. However, fostering a culture of innovation takes much work. It takes vision, leadership and willingness to take risks in the right proportion. Sachin Dev Duggal, co-founder of Builder.ai, has perfected the art of this balance, creating a company culture where creativity and growth are nurtured at each stage.
GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using Deplo...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
2. Agenda
• Precision Based Routing – Multi dimensional routing
• Finesse desktop – Web 2.0 agent desktop
• Social miner – Social media customer care
#CiscoPlusCA
4. Packaged Deployment SRND
CCE PAC M1 (up to 1000 agents) Deployment
Single Box Rich Voice ACD Options IP IVR
Available
Web Configuration Outbound Parent/Child
Voice ACD (CCE) Multichannel CRM
Reporting (CUIC) Speech TDM
Call Control (UCM) Social Media RSM
Self Service (CVP) Recording Etc.
6. Precision Routing: Basic Facts
• Multi-dimensional routing built on proficiency based
Agent attributes
• Available starting with UCCE 9.0 (FCS: Summer
2012)
• Web 2.0 & REST API Configuration
• Inbound Voice only in UCCE 9.0
• Supports flat UCCE instances only in UCCE 9.0
• Skills-based Routing still exists
10. Precision Routing: New Terminology
• Attributes - Objects to define agent characteristics and
expertise with values
• Precision Queue – Multi-dimensional and multi-step queue
made up of Steps
• Steps – Set of criteria to escalate or grow/shrink agent pool
• Terms/Step Criteria – Conditions based on attributes that
determine the agent pool within each step
• Wait Time – Configurable input which specifies how long to
wait at a step for an available agent matching Step criteria
11. Precision Routing: Configuration Overview
3 1. Create Attributes
2. Assign Attributes to
Agents
3. Create Precision Queues
1
based on Attributes
4. Invoke Precision
Queues via call scripts
4
2
12. Precision Routing Configuration Overview
Attribute Creation
•2 Data Types Supported:
• Proficiency
• 1-10 Rating
• Used for quantifying
agent’s expertise (or lack
of) in that attribute
• Boolean:
•True or False
• Used to indicate an
“exists or not” condition.
(ie, Certified, Location,
etc)
13. Precision Routing Configuration Overview
Attribute Assignment
• Attribute Assignment:
• Can assign many attributes
to an agent at once (50 max)
• Agent can inherit default
value or have a specific
proficiency assigned
14. Precision Routing Configuration Overview
PQ Creation – Basic Info
• Basic Information:
• SL Type/Threshold
(similar to SkillGroup)
• Agent Ordering:
• Longest Agent Available
• Most Skilled Agent
• Least Skilled Agent
15. Precision Routing Configuration Overview
PQ Creation – Steps •Steps
• Create Step criteria based on
Attributes using Step Builder
interface
• Wait Time per Step indicates how
long the call waits for an available
agent that matches criteria
• Consider If – Determines whether
to execute step based on formula
evaluated at runtime (ie, Caller
Variables, # Logged on Agents, etc)
• Wait Time / Consider If are
optional and not available on last
Step of PQ
17. Precision Routing Configuration Overview
Script Editor • Script Editor
• Precision Queue node –
New node to specify PQ
• Invoke PQs either:
•Statically: Specify the exact
PQ
• Dynamically: Calls a PQ
based on formula evaluated
at runtime
• Can apply IVR/external
treatment while the call is
progressing within a PQ
• New - Dynamic Call Type feature
(independent of Precision Routing)
18. Precision Routing: 9.0 System Limits
Limit Maximum
Precision Queues / System 2,000
Attributes / System 10,000
Steps / System 5,000
Steps / PQ 10
Attributes / PQ (Distinct) 5
Attributes / Agent 50
Precision Queues +Skillgroups / Agent (Combined) 50 (Any
combination of PQs
and Skillgroups)
19. Reporting
Precision Queues analogous to Skill Groups, provide same metrics
More granular data with minimal learning curve
New and modified CUIC templates:
• Agent Real Time (with both Skill Group and Precision Queue)
Real Time • Agent Team Real Time (with both Skill Group & Precision Queue)
• Precision Queue Real Time* (similar to Skill Group Real Time)
• Agent Queue Interval (with both Skill Group & Precision Queue)
Historical • Precision Queue Interval* (similar to Skill Group Interval)
• Call Type Queue (with both Skill Group and Precision Queue)
• Agent Precision Queue Member* (list of all PQs for each agent)
Membership • Precision Queue Member* (list of all agents in each PQ)
20. Reporting – New Reports
New Reports for Precision Routing:
Name Type Description
Precision Queue Real Time Real Time Precision Queue real time
metrics
Precision Queue 10-Step Real Time Real Time Precision Queue real time
metrics per Step
Agent Precision Queue Membership Real Time Agent’s current Precision
Queue membership
Precision Queue Interval Historical Precision Queue historical
metrics
Precision Queue Efficiency Historical Precision Queue Performance
by Step
21. Precision Queue Real Time
• New CUIC template to report on Precision Queue real time
metrics (analogous to Skill Groups)
22. Precision Queue 10 Step Real Time
• New CUIC template to report on Precision Queue real time info per
Step
23. Agent Precision Queue Membership
• New CUIC template that displays Agent’s Precision Queues
and its attributes
24. Precision Queue Interval All Fields
• New CUIC template to report on Precision Queue historical
metrics (analogous to Skill Groups)
26. Updates to Existing Reports
•Agent Real Time Reports modified to combine PQ/Skill Group
•Agent Team Real Time in one column and to show PQ Attributes
•Agent Queue Interval (example shown below)
•Call Type Queue
27. Enterprise Application Integration
Mary’s Attributes
API Fluent in English
Fluent in English
Cert. to sell Home Ins.
Cert. to sell Home Ins.
Cert. to sell Auto Ins.
HR
English
Auto Database
Insurance
Sales
Precision Routing
• Fluent in English
• Cert. to sell Auto Ins.
28. Migrating to Precision Routing
Designed for a smooth migration process:
Agents can exist in both Skill Groups and Precision Queues
• Gradually migrate agents to Precision Routing by assigning a
few attributes at a time
Queue calls to any combination of Precision Queues and
Skill Groups
• Pilot by allocating a certain percentage of calls to Precision
Queues
Existing reports updated to show both Precision Queue &
Skill Group information
• Easily compare Precision Queue & Skill Group metrics using
familiar CUIC templates
29. Precision Routing – UCCE 9.0 and Beyond
Summer 2012
Precision Routing - UCCE 9.0 Roadmap
Features: Reports (New):
10 Step PQ PQ Real Time Outbound Support
Wait Time PQ 10 Step Real Multi-Channel Support
Consider If Time
Dynamic PQ Node Agent Precision Bulk Configuration
Queue Agent Utilization
Dynamic CT Membership
Node Ordering
Precision Queue Weighting Criteria
Dual-skilled Interval
(PQ/SG) Agent Scalability Increases
Precision Queue
REST APIs Efficiency UI / Report
Web 2.0 Config Enhancements
31. Finesse Gadgets
Ease of Customization via modular architecture
• Mini-web pages assembled into a larger webpage
• A la carte approach to agent desktop
• Utilize OpenSocial for standards-based integration
• Cisco UI Source code published to CDN
32. Enterprise Mashups Enterprise CRM
Enabling Unified Desktops for Agents
Finesse Gadget
SocialMiner or CUIC
HTTP
CRM Gadget HTTP Cisco Unified
Intelligence Center
HTTP
Cisco Finesse Server HTTP
Web Gadget
Services Container
Gadget Architecture enables client-side mashup & easier integration
Gadget Upgrades handled by each server
Reduces version compatibility dependencies
33. Cisco Finesse Client
High-Level Architecture
Contact Center Enterprise
Cisco Finesse Server
VOS Virtual Machine
Web Gadget
Services Container
Custom
Authentication via Applications
Administration and CTI
Data Server
Cisco
Unified
Contact Center
Enterprise
PG
Zero-Footprint on client
Mandatory Administration Workstation (AW)
34. Finesse Cockpit
A container application that eases cost of integration
Agent State
Controls
Configurable Tabs
Administrators define tab
names
Configurable Gadgets
Administrators define which
gadgets go on each tab
35
35. Cisco Finesse Call Control
Gadget common to agents and supervisors
Call Control Buttons
Call Context Make Call, Answer/End, Hold/Retrieve,
Consult, Transfer/Conference, & Keypad
Administrators define which
call variables to include
Wrap-Up
Agents can apply wrap-up
codes throughout the call
or after the call
36
36. Cisco Finesse Supervisor Agent Statistics
Team Performance Gadget Agent state, time-in-state,
and extension
Supervisor Controls
Change Agent State or Team Selector
Initiate Silent Monitor
37. Cisco Finesse Supervisor
Queue Statistics Gadget
Call Statistics Agents Statistics
The number of calls in Agent State across skill
queue and time in queue groups
for each skill group
38
41. Finesse Administration
A gadget-based Administration Console
System Settings
‒ CTI Server Configuration
‒ Authentication Server
‒ Finesse Cluster
Configuration
Gadget Layout
Call Variables
Reason Codes
⁻ Not-Ready
⁻ Sign-Out
⁻ Wrap-Up
42. Roadmap
Finesse 8.5(3) Finesse 9.0
January 2012 June 2012 Post 9.0 Feature Set
Agent Features Packaged CCE Support Barge / Intercept
Call Control Generic PG Support
Not-Ready & Sign-Out HA over the WAN
Golden Template
Reason Codes Phonebook
Queue Gadget
Call & ECC Variables Localization
Wrap-Up Codes Queue Time
# of calls in Queue Finesse for CCX
Supervisor Features
Agent State Display Count of Agent State by Agent Configuration
UCM Silent Monitor Queue Groups
Platform Features Mobile Agent Secure HTTP
High Availability Send DTMF for IVR Single-Step Transfer
Gadget-based Admin Supervisor Multi-Line
3rd Party Gadget Support Time in State Metric
Finesse & CTI-OS/CAD Agent-Agent Chat
Change Agent State Control
mixed deployments Firefox Support
Predictive/Progressive Preview Outbound
Outbound
44. Did You Know that…
78% of 18 - 34 year olds
of 35 - 44 year olds
71%
59% of 45 - 54 year olds
have either a Facebook or MySpace account
Harris Ineractive.com Newsroom,, 2010
www.harrisinteractive.com/NewsRoom/HarrisPolls,
Accessed August 16, 2010
45. Did You Know That…
1.3M The average number of tweets per hour
Pieces of content (web links, news stories,
3.5B blog posts, etc.) shared each week on Facebook.
Number of Facebook users who update their
35M status each day.
Jake Hird, Senior Research Analyst for Econsultancy: http://econsultancy.com/us/blog/5324-
20+-mind-blowing-social-media-statistics-revisited
46. 34% of online Americans have
used social media to rant or rave
about a product, company, or brand
Fans are 28% more likely than non-fans to
continue using a specific product
Fans are 41% more likely
to recommend to a friend
Barbierri, Cody, “Nielson Company Reports 82% Increase in Time
Spent on Social Networks,” Social VentureBeat.com
/social.venturebeat.com, Accessed August 16, 2010
51. Social Media Care Maturity Model
Proactive Customer
Level Proactive Social Media Business
5 Care
Engagement Intelligence
Proactive Sales
Scalable engagement Managed process
Level Social Media
4 process Team activity
Customer Care
Teams work queues reports
Social Media Brand dashboarding
Level Social Media strategy Minimal customer care
3 Marketing Engagement involvement
marketing
Level Social Media Facebook page and Twitter presence
2 Broadcasting Broadcast standard marketing via social media
Level Listening Occasional reporting
1 Reactive/surprised by social media
52. Cisco SocialMiner
Social Media Customer Care
1. Capture
Airline lost my luggage!
2. Analyze & Prioritize Cisco
SocialMiner
3. Communication Workflow
Customer 4. Assign
Social Media
5. Engage Customer Care Agent
53. Cisco SocialMiner
Overview
• Enable proactive customer service by queuing and assigning social web posts to
appropriate staff
• Complement brand monitoring dashboards
Features
Real-time capture of social media postings
Social media campaign management
Route and queue contacts to experts
Tagging
Social Screen Pop
Real-time Notifications via Instant Message, Email, and
Text
Social media customer care metrics
Rich set of Platform API’s for customization
54. SocialMiner
Gadgets
OpenSocial Gadgets
Cisco Application Interfaces
Web Gadget Gadget Container
Services Container
REST APIs
Cisco SocialMiner Services
All-in-one Software Appliance
•Runtime External Services
•Datastore •SMTP Mail Service Interface – Linux Operation System
•Reporting Database •XMPP Interface – Apache Tomcat Web Server
•Indexer •Active Directory
•Eventing – Cassandra Datastore
– Informix Reporting Database
Cisco Provided OVF Template
Virtualization (Required)
Any Server Platform
Standard Server Hardware
55. SocialMiner Campaign Management
• Features
– Configure feeds from various sources of user generated contact
web sites
– Group feeds into “campaigns” to monitor social contacts
– Trainable filters to sort social contacts Engage Define
• Benefits
– Consolidated list of prioritized opportunities for
Campaign
engagement across all social media sites Management
– Distinct campaigns for different products/purposes
• Product A, Product B, Product C
• Customer Service, Sales Prioritize Capture
• Customers, Partners, Analysts
56. Queue Contacts for Experts
• Features
– Easy-to-use web gadget to reserve and dispatch work
– Pick style work assignment
– State management for social contacts*
• Benefits Classify
Queue
– Scale social media team activities Contact
– Automated distribution of work improves efficiency
and effectiveness of social media engagement
– Flexible assignment models and approval queues
expands participation Assign
*Future release
57. Social Media Customer Care Metrics
• Feature
– Detailed metrics on social media customer care activities
– Campaign reports
– Team reports
• Benefit
– Measure work and results
– Manage to service level goals
– Support brand management
– Optimize staffing
58. Cisco SocialMiner Garners
Best of Enterprise Connect
2011
This award honors companies who have
made significant technological
advancements to benefit the enterprise
communications market
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