Untitled

Willem Evert Nijenhuis,

Director product management

BRKCCT-1814

Contact Center Solutions

Update

Questions?

Use Cisco Webex Teams to chat

with the speaker after the session

Find this session in the Cisco Events Mobile App

Click “Join the Discussion”

Install Webex Teams or go directly to the team space

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How

1

2

3

4

Cisco Webex Teams

BRKCCT-1814

3

• Cisco’s Contact Center Vision

• Exiting new developments

• Voicea

• CloudCherry

• Conversational AI

• Hybrid Analytics

• Product update

• Contact Center Express 12.5

• Contact Center Enterprise 12.5

• Webex Contact Center Enterprise

4

Agenda

BRKCCT-1814

Experience

Transformation

Data powered omni-

channel Customer

Experience Management

Strategic Focus

Super

Agents

AI capabilities that

augment agents,

supervisors and admins

Collaborative

Contact Center

Full Collaboration suite for

efficient communication

5

BRKCCT-1814

Experience

Transformation

AWARENESS CONSIDERATION PURCHASE SERVICE EXPANSION

PR

RADIO / PRINT

TV / OUTDOOR

WORD-OF-MOUTH

ONLINE DISPLAY

SEARCH

PAID CONTENT

EMAIL

3

RD

PARTY SITES

SOCIAL MEDIA

WEBSITES / LANDING PAGES

DIRECT MAIL

CALL CENTER

SALES REP

MOBILE APP

WEBSITE

WEB SELF-SERVICE

SOCIAL

CHAT

COMMUNITY

SURVEY

LOYALTY PROGRAM

EMAIL

OFFERS

CALL CENTER / IVR

OFFERS IN INVOICE

MAILINGS

Problem: no awareness outside contact center

7

BRKCCT-1814

AWARENESS CONSIDERATION PURCHASE SERVICE EXPANSION

PR

RADIO / PRINT

TV / OUTDOOR

WORD-OF-MOUTH

ONLINE DISPLAY

SEARCH

PAID CONTENT

EMAIL

3

RD

PARTY SITES

SOCIAL MEDIA

WEBSITES / LANDING PAGES

DIRECT MAIL

CALL CENTER

SALES REP

MOBILE APP

WEBSITE

WEB SELF-SERVICE

SOCIAL

CHAT

COMMUNITY

SURVEY

LOYALTY PROGRAM

EMAIL

OFFERS

CALL CENTER / IVR

OFFERS IN INVOICE

MAILINGS

Problem: no awareness outside contact center

NOT AWARE

NOT

AWARE

Contact Center

8

BRKCCT-1814

AWARENESS CONSIDERATION PURCHASE SERVICE EXPANSION

PR

RADIO / PRINT

TV / OUTDOOR

WORD-OF-MOUTH

ONLINE DISPLAY

SEARCH

PAID CONTENT

EMAIL

3

RD

PARTY SITES

SOCIAL MEDIA

WEBSITES / LANDING PAGES

DIRECT MAIL

CALL CENTER

SALES REP

MOBILE APP

WEBSITE

WEB SELF-SERVICE

SOCIAL

CHAT

COMMUNITY

SURVEY

LOYALTY PROGRAM

EMAIL

OFFERS

CALL CENTER / IVR

OFFERS IN INVOICE

MAILINGS

Opportunity: see the entire customer journey

Contact Center

Opportunity

Collaborative

Contact Center

Team Based Contact Center

Empowered Agents, Happy Customers

A Team of experts:

Cross functional Collaboration

48%

decrease

in agent

attrition

31%

reduction

in calls

escalated

71%

decrease

in transfer

red calls

25%

drop in

post paid

churn

56%

increase

in NPS

11

BRKCCT-1814

Cisco Confidential: Under embargo until 9/18

AI Augmented

Super Agents

Surrounding Agents with AI Assistance

Quality Management

Analytics

Intelligent Self-Service

Chat bots and

Conversational IVR to

reduce call volume

Ensure consistency and

compliance and intercept

negative calls

In-call suggested answers for

agents based on customer

conversations

Speech to text transcripts for

more accurate notes and

faster wrap-up

Identify key issues and

provide agent coaching

Live Agent Assistance

Real-Time Transcripts

Call Sentiment Insights

3.6M #1

Market Share

Globally

Globally, We Start From

A Position of Strength

Global Agents

Market Share

North American

#2

Cloud should provide choices

16

BRKCCT-1814

17

BRKCCT-1814

Enable customers to leverage existing investments

Provide a clear and seamless cloud migration path

Deliver the cloud on customer’s terms and timeline

Tap into the innovation and power of Webex

18

BRKCCT-1814

Cisco Contact Center Portfolio

Call | Meet | Message | Devices | APIs/SDKs

Voicea | CloudCherry | Analyzer | Other

On-Prem CC

Webex Contact Center

Enterprise

HCS-CC

Express: 400 agents

Enterprise:24,000 agents

Cisco hosted

Webex Contact Center: up to 500 agents

Webex Contact Center Enterprise: 2,000 to 24,000 agents

Partner Hosted

Up to 24,000 agents

BRKCCT-1814

19

Webex Contact

Center

Common Platform

Teams

Analyzer

Calling

Meetings

…

20

BRKCCT-1814

Webex Contact Center Portfolio

Call | Meet | Message | Devices | APIs/SDKs

Voicea | CloudCherry | Analyzer | Other

Webex single platform for contact center

Webex Contact Center

Enterprise

Webex

Contact Center

Single Global Platform

Cognitive Collaboration

All Business Sizes

Single Subscription

BRKCCT-1814

21

We’ve been busy

Cloud Connected

Global Platform

Platform

Global Reach

Cognitive

Leading the Way

Digital Channels

Administration

Calling Options

Scale

Reach

Availability

Conversational IVR

Cloud Cherry

Voicea

BRKCCT-1814

22

Contact Center Express

Contact Center Enterprise

Release 12.5

Cloud

connected

24

BRKCCT-1814

Cloud Hybrid

Premises

** Does not illustrate HA

**

Brings cloud centric capabilities

to Premises solutions

Cloud Connect for CCX/E

Webex Cloud

Services

Cloud

Connect

CCX/E

Components

Service

Plugin 1

Service

Plugin 2

HTTPS

Customer Journey Analyzer, Call

Transcripts, Webex Experience

Management (12.5 controlled

introduction)

More functionality to be added later

Faster Delivery via

Automatic Updates

Common experience

Control Hub

25

BRKCCT-1814

Hybrid Provisioning Flow

• CCE/CCX on perpetual/SWSS or Flex

• Place Flex subscription order for the

hybrid service (CJA, WEM, Call

Transcript)

• Configure Cloud Connect in CCX/CCE

admin, and in Control Hub, and they

connect

• Manage users and entitlements for

users for the hybrid service in Control

Hub

• Automated updates (only for Cloud

Connect component now)

26

BRKCCT-1814

Business Insights via Customer Journey Analyzer

Out of box Business Metrics &

Exploratory Analytics

• Deep dive into abandoned

contacts to help reduce

abandonment rate

– Analyze and see journey of

customers

– Filter to see Trends &

Details (ANI, DNIS &

abandoned location)

• Mashup data from multiple

on-premise sources

• Exploratory Analytics for

on–premise deployments

* Customer Journey Analyzer is supported on 2K

deployment model only and not supported on ICM, HCS-

CC and 4K/12K/24K deployment models

Cognitive

28

BRKCCT-1814

Customer Virtual Assistant

Menu based Traditional IVR

Conversational IVR

P/CCE

29

BRKCCT-1814

Transform Customer Experience

with Conversational Self-service

30

BRKCCT-1814

P/CCE

“Just speak”:

reduce IVR

traversal

time (< ~40

sec)

Single

self-service

application for

all channels

Flattened tree

– increased

ability to

automate

routine tasks

Improved

analytics on

unfulfilled

customer

intents

Customer voice

carries more

data than

content to take

advantage of -

sentiment,

biometrics,

gender etc.

Customer Virtual Assistant with CVP 12.5 –

Support for Google speech to text, text to speech and Dailogflow

Customer

CVP, VVB

Cloud Speech/NLP

services

Agent on CCE

Escalate to

Agent

TLS SIP

HTTPS

• Bring conversational self-service

capabilities to enterprises

• Uses cloud-based speech engines

such as Google Dialogflow

SELF SERVICE

Bring Your Own (BYO)

• For customers who already have a pre-existing relationship

with Google, they can leverage their existing agents + bots

and work with Cisco to enable in CVP

• CCAI contract and billing through Google

• CVP feature – requires that customers have CVP port

licenses or subscription

Cisco Offer (OEM)*

• All contract and billing through Cisco

• All support managed through Cisco

• Ability to whitelist existing Google agents + bots for easy

setup

Contact Center AI (CCAI) – Offers

Developed with Google Cloud

Google

CCAI

Partner

There are two paths to acquire CCAI-enabled features with Cisco Contact Center:

*Cisco offer and pricing is currently being finalized, targeting Q2 CY2020

orderability and targeting rates comparable to Google published list price

For any offers related questions --> email “CC[email protected]om”

BRKCCT-1814

32

Webex Experience Management

Increased visibility and

customer insights

Enable unparalleled speed-to-insight for

companies to better understand today’s

complex customer journeys

Analytics that drive predictive

insights on customers for

measurable results

Predict what each customer will do next and

make that experience better, while delivering

proactive and predictive support

Leverage data across

silos for better results

Cisco contact center customers can move from

isolated customer interactions to cohesive, engaging

experiences resulting in improved business

outcomes.

Cisco contact center customers can move

from isolated customer interactions to

cohesive, engaging experiences

33

BRKCCT-1814

Webex Experience Management in the Contact

Center

Voice of Customer surveys and dashboards

• Post-call IVR surveys

• Agent can view past customer feedback and take

contextual action

• Agent can view their NPS/CSAT/CES dashboard

metrics

• Supervisor dashboard helps analyze team

performance and derive actionable insights

• Drilldown into role-based dashboards to view root

cause analysis

Quickly gain insight and take action based on NPS and CSAT feedback

34

BRKCCT-1814

Webex Experience Management in the Contact

Center

Customer Experience Map

Agents can see the history

of previous customer

engagement during an

incoming contact and the

key metrics thru’ the

customer surveys, helping

them to handle the

customer better

35

BRKCCT-1814

Customer Experience Analytics

Supervisor Dashboard

• Drill down (CC

Dashboard) into role

based dashboards by

Agent pool, Customer

stage or campaign to

view root cause analysis,

apply advanced

statistical tools to track

key CSAT/NPS/FCR/CC

metrics.

36

BRKCCT-1814

Finesse Agent Gadget

• Both real-time & call

summary transcripts are

made available on Finesse

Agent Desktop

• Ability to perform a

keyword search or pre-

defined highlighting of

trigger words to quickly

located important topics

and information

• Storage of transcripts

within Voicea Cloud

• APIs allow for easy

integration into third party

applications

Call Transcript

Trials with CCE

Simplified

Platform

38

BRKCCT-1814

Cisco Smart Licensing

Direct cloud access

or via HTTP Proxy

Access through

on-premises satellite

Monthly

Inventory

Update

Smart

Software

Manager

satellite

Cisco Software Usage

CSSM Portal

Gateway

Router

UxCN

CER

Cisco UCM

Device Name Usage

Cisco Smart

Software Manager

CC Setup

Transport

Gateway

Offline

Manage

Licenses

Redesigned innovative licensing

• Unified licensing model across all Cisco

products, designed with the customer in mind

• Allows customers to know what they have

purchased and what’s being used in real time

• Your products are registered to the Virtual

Account and checked for compliance

• Licenses are not tied to a product

instance/node

• There are no PAK/license files on the product,

making activation simpler and quicker

39

BRKCCT-1814

Compliance state

reported back to

platform

Cisco Smart Licensing workflow

Device/Product Registration with your Smart Account

In-Compliance

Out-of-Compliance

Purchase

Registration

License Management

Purchase licenses

in CCW

Deposit in Smart

Account

(Customer Smart

Account identified)

Device

Obtain registration

token from

Cisco Smart Software

Manager

CSSM

Register the platform

with the token from

Cisco Smart Software

Manager

CCX/CCE 12.5

Feature usage

reported to Cisco

Smart Software

Manager

Token

CSSM

CCX/CCE

Usage State

Optional sub-

accounts

Register one or more

platforms to a

(sub)account

All usage reported

to an account is

aggregated before

reporting state

Platform decides

how to react to

out of compliance

state

Peak usage is reported

over 15 mins intervals

40

BRKCCT-1814

Out-of-Compliance and Enforcement Handling

41

State:

In compliance

(report actual

usage to CSSM

every 15 mins)

State:

Enforcement

(report locked

usage to CSSM)

In compliance

message

received from

CSSM

Out of compliance

message received

from CSSM

Max 3

5

th

consecutive

OOC message

received

State:

Out of

compliance

(reversable)

(report actual

usage to CSSM)

In compliance

message

After 90 days

In compliance (because new

licenses added to Smart Account)

System functions normally

System blocks adding

new agens/VXML files

State:

Out of

compliance

(irreversable)

(report locked

usage to CSSM)

OOC

message

received

OOC

message

received

BRKCCT-1814

© 2020  Cisco and/or its affiliates. All rights reserved.   Cisco Public
Resources for smart licensing
• Live Training: Register for you or your customer at: 
https://communities.cisco.com/docs/DOC-56985
• YouTube Training Videos: 
https://www.youtube.com/channel/UCABaWsiDScw_w6kvPcDIjH
w
• Training Videos and Demos: 
https://www.cisco.com/web/ordering/smart-software-
manager/index.html
Customer and partner training
• https://forums.cisco.com/OperationsExchange/s/Training-
Details?L1Category=Training&L2Category=CSE_End_Customer&L
1CategoryPath=training
Customer and partner resources
• GLO Support: Fully supported by GLO 24x7:
[email protected]m
• General Questions: ask-smartlicen[email protected]
• Portal Issues: smart-ops-support@cisco.com
• Migration Issues: smart-ops[email protected]
• Satellite Issues: cs-cssm-[email protected]
Getting help
• Smart Account Home CCO Page: 
www.cisco.com/go/smartaccounts
• Smart Licensing CCO Page: www.cisco.com/go/smartlicensing
• Smart Licensing ‘Satellite’ CCO Page: 
www.cisco.com/go/smartsatellite
• Best Practices and Usage Guides: 
https://forums.cisco.com/ecom/web/operations-exchange/sot
Customer facing websites
42
BRKCCT-1814 

Finesse Agent Desktop 12.5 Enhancements

Finesse desktop

• Shortcut keys for Agents & Supervisors

• Drag/Drop & Resize Desktop Gadgets

• Allow Agents to update interaction

variable during call

• Agent Statistics Live Data Report (UCCE)

• Supervisors can schedule auto

add/removal of agents to

queues (UCCX)

• Make call from Ready via API

(UCCE)

• Enhanced layout configuration

UX for Finesse Admin

Enhanced Agent, Supervisor, and Dev UX

43

BRKCCT-1814

PCCE 12.0 Admin Interface

44

BRKCCT-1814

CCE

VVB

CVP

Finesse

IdS

ECE

✓ Single Pane of Glass

PCCE

only

In 12.5 it is Extensible

45

BRKCCT-1814

S+ Gadget

Flexibility

Embed simple external pages or gadgets

Customise S+ tenant

Query additional data during registration to

identify instance, customise gadget

Organize your flow

Add a top-level card or within card

Delegation and Hand-over

Role-based access

S+ Gadget

( Description for S+ gadget )

Outbound scale

60 CPS per dialer

240 CPS system wide

2X CPS

1500 campaigns

2.5X

Campaigns

12K dialer ports

2X

Dialer ports

Increased scale with improved HA performance

P/CCE

46

BRKCCT-1814

Platform and security

Platform

• Migrate to VOS 12.5 (CentOS 7.4)

• Windows Server 2016 and MSSQL

2017 supported from 12.0

Security

• SRTP and Secure JTAPI (CCX)

• Security Readiness Criteria

– All Cisco offerings to meet security

requirements known as Security

Readiness Criteria (SRC).

– 31 requirements cover various aspects of

security

Health

Check (CCX)

Tool to check system readiness

for upgrade

47

BRKCCT-1814

Cisco Contact Center Solutions 12.5

Cloud Connected

▪ Cloud Connect infrastructure

▪ Analyzer for On-premises

– Abandoned Contacts

– Data mash up across

multiple platforms

▪ Smart Licensing

Bring benefits of cloud services

to on-premises contact center

Cognitive and Consistent

▪ Customer Virtual Assistant

▪ Surveys with WXM

▪ Call Transcripts with Voicea

▪ Unified Admin –Extensible to

3rd party solutions

▪ Finesse enhancements

Transform customer & user

experiences

Simplified Platform

▪ Platform OS updates

▪ Improved security

▪ CCE → Packaged CCE migration

▪ Outbound Scale

▪ CUIC OAMP UX Refresh, scale

improvements

▪ VVB Media Streaming

▪ New Supervisor capabilities,

MRCP 2.0, A-Law, sRTP, OS

agnostic Editor

Flexible, Scalable and

Secure Platform

▪ Express only ▪ Enterprise only ▪ Common to on-prem solutions

48

BRKCCT-1814

Webex Contact Center

Enterprise

• Rich functionality: Agents, Supervisors,

Administration, Reporting

• Extensibility with APIs and Gadgets

• Stability, reliability, and scale

• Machines to provision and manage

• Systems to patch and upgrade

• Long and risky upgrade cycles

• Not strategic, value-added cost

Premise Contact Center Solutions

BRKCCT-1814

50

Why Cisco Developed Webex Contact Center Enterprise

Continued pressure on IT to “move to cloud”

Large, complex contact centers are challenged

Few proven cloud options for large enterprises

Customers are asking for Cisco “skin in the game”

Webex Contact Center may not meet large enterprise transition requirements

Reduce the risks of cloud multi-tenancy

51

BRKCCT-1814

Webex Contact

Center Enterprise

Scale, quality, features and

security for the largest and

most complex enterprises

Common components

enabling low risk migrations

for existing customers

Extensive set of API’s for

customization

52BRKCCT-1814

Webex Contact Center Enterprise

• Cloud delivery allows for

flexibility, agility, and innovation

• Highly extensible and

customizable via add-on

options and APIs

• Comprehensive administration

portal for management by

contact center staff

• Cisco owned, managed, and

operated data centers and

cloud infrastructure

• Full adherence to Cisco’s

market-leading security and

privacy standards

• Enterprise scale, supporting

2,000 to 24,000 concurrent

agents per tenant

• Based on the proven,

market-leading Cisco

Contact Center Enterprise

(CCE) architecture

Enterprise Scale

Cisco Backed

Feature Rich

53

BRKCCT-1814

Webex Contact Center vs HCS-CC

Cisco owned and operated

Multi-instance

Multi-tenant application services

Embedded Upgrades

Cisco Supported

Webex CC Enterprise

Partner owned and operated

Single-instance

Dedicated application services

Standalone upgrades

Partner Supported

HCS-CC

BRKCCT-1814

54

Webex Contact Center Solutions

Webex Contact Center Webex Contact Center Enterprise

• Skill based routing

• Progressive/Preview outbound

• Basic CRM connectors

• Basic speech enabled IVR

• Basic reporting

• Enterprise grade security

• Easy to deploy, easy to manage

• Call recording and monitoring

• Workforce optimization

• All-in-one omnichannel (voice*, email, chat)

• Outbound campaign management

• Precision Queue routing

• Progressive/Preview/Predictive outbound

• Advanced CRM connectors

• Advanced speech enabled IVR

• API support for 3rd party integrations

• Enterprise grade security and SSO

• Market-leading feature set

• Call recording and monitoring

• Workforce optimization

• All-in-one omnichannel (voice, email, chat)

• Outbound campaign management

Simple deployments Complex deployments

BRKCCT-1814

55

Webex Contact Center Enterprise capabilities

Add-On OptionsCore Capabilities

Omnichannel voice, email and chat

Core Automatic Call Distribution (ACD)

Calling

Voicemail

Team collaboration

Integrated Voice Response (IVR)

Agent and supervisor desktops

Reporting and analytics

APIs

Omnichannel: SMS, FB messenger, Twitter DM

Customer Experience Management

Workforce Optimization (WFO)

Agent Augmentation (Voicea)

Automatic Speech Recognition (ASR) /

Text-to-Speech (TTS)

CRM Connectors

Outbound campaign management

Key Contact Center APIs

• Cisco Finesse REST API

• Agent Request API

• CVP Studio Apps

• CUIC Reporting API

• Outbound Option REST API

• Precision Routing REST API

• Database lookup API

• App gateway

BRKCCT-1814

57

Administration

Portal

Administration

Portal

• Provides a framework for the

layering of applications and

other internal and external tools

• Allows real-time adjustments

for proactive operational

efficiency

• Enables quick and easy access

to tools from a single interface

Integrated Reporting

UC Provisioning

Launchpad for Internal

and External Tools

Third Party

Applications

Flexible

Security

Model

Agent Skilling

and Teaming

Outbound Dialer

Management

Routing Controls

Audio Manager

Contact

Center

Dashboards

BRKCCT-1814

58

Administration Portal: Launchpad

Quick and easy access to the most-used tools

BRKCCT-1814

59

Easily build new call

flows or make real-time

routing adjustments,

create audio files and

test routing strategies

without technical

assistance

Administration Portal: Interaction Manager

Make real-time routing adjustments with ease

60

BRKCCT-1814

Webex Contact Center Enterprise global reach

8 Global Data Centers

North America: Denver, Austin

Europe: London, Amsterdam

Asia: Singapore, Hong Kong

Australia: Sydney, St. Leonards

NOTE: Subject to Change

Additional geographies planned for future phases

Europe

• Austria

• Belgium

• Bulgaria

• Czech Republic

• Croatia

• Cyprus

• Denmark

• Estonia

• France

• Hungary

• Ireland

• Finland

• Germany

• Greece

• Italy

• Latvia

• Lithuania

• Luxembourg

• Malta

• Netherlands

• Norway

• Poland

• Portugal

• Romania

• Slovakia

• Slovenia

• Spain

• Sweden

• Switzerland

• United Kingdom

Australia

& Asia

• Australia

• Hong Kong

• Malaysia

• Philippines

• Singapore

North

America

• United States

• Canada

61

BRKCCT-1814

Support and incident management

Cisco to monitor the solution 24x7x365

Cisco will notify the reseller as part of incident management process

Reseller is responsible for Tier 1 Support

Cisco TAC is responsible for Tier 2 & Tier 3 Support

62

BRKCCT-1814

Part of Flex Contact Center subscription

(A-FLEX-CC)

• Standard / Premium agents

• Additional CVP ports

• Management and operations of UCM (UCM

entitlement needs to be purchased separately)

• One-time activation fee

• Add-on options

• Overage billing

Commercial

Details

Migration from CCE to Webex CCE

CVP

config

ICM

Config

Finesse

Config

Webex

CCE

Step #1

Migrate

Config

Easy migration from on-prem to cloud

CCE

Unity

Config**

Step #3

Test call

flows

Step #2

Portal

Integration

Step #4

Migrate

Historical Data

Step #5

Move PSTN

circuits

UCM

Config*

ICM

HDS

CCE

Webex

CCE

Webex CCE Authorized partner is

responsible for testing all call flows

ensuring successful migration of

configuration

Webex CCE Authorized partner is

responsible for addition of AppGW

nodes into existing ICM scripts to

integrate to Webex CCE Admin Portal

SFTP

PCD*

SFTP

Customer is responsible for moving

their incoming TFN from CCE to

WCCE

COBRAS*

*

Note

Special considerations will be

required for existing customers

using non-reference designs

64

Solutions Plus

Updates

New consumptions options

Upstream

Subscription

Calabrio CloudCalabrio

Subscription

BRKCCT-1814

66

New offers in process

Acqueon

Nuance

B+S

• Single Platform

Structure

• Jack Henry, Epic,

FiServe, FIS &

ServiceNow

• Subscription

ASR/TTS

• New VB pricing

• Nuance Insights

• Dragon Voice &

Krypton

• Subscription

• Command Center

• Admin Console

• Insights

Consillium

• New Connectors

• High Volume

Options

• Subscription options

BRKCCT-1814

67

Two new partners

Local Measure

Seligent

68

BRKCCT-1814

Solutions Plus 2.0

• Verint SaaS/ASP, Calabrio SaaS/Subscription,ZOOM INTL Subscription and

Teleopti WFM Cloud

• Multi Year terms

• Tiered pricing models

• Billing options (Annual or Pre-Pay)

• Co-Terming built In!

Targeted for all new SaaS/Subscription Based Offers

Subscription Billing Platform (annuity – SaaSy)

Cisco Sales Compensation (TCCV)

BRKCCT-1814

69

Questions?

Contact Center At Cisco Live Barcelona 2020

71

BRKCCT-1814

TECCCT-3002 Arch & Design Seminar

LTRCCT-2051 Troubleshooting & Config Lab

LTRCCT-1050 Webex CC Instructor Led Workshop

BRKCCT-2004 Webex CC Solution Architecture & Design

BRKCCT-1814 CC Solutions Update

BRKCCT-2035 Planning, Design, Troubleshooting

BRKCCT-2352 Troubleshooting

BRKCCT-2807 Hybrid Cloud / Premise Integrations

BRKCCT-2815 ECE 12.x Chat API

3 Walk-In labs: Health Monitoring,

End-to-End Security,

Desktop 12.5

4 Walk-In labs

PSOCOL-1317 AI & The Future Contact Centre

BRKCOC-2707 Cisco IT Contact Centre Transformation

Cloud

CCE

CCX

Other

LTRCCT-2565 Finesse Gadgets & Customisation Lab

4 Walk-In labs: Introduction,

CRM Connectors,

Omnichannel,

Reporting / Analytics

Questions?

Use Cisco Webex Teams to chat

with the speaker after the session

Find this session in the Cisco Events Mobile App

Click “Join the Discussion”

Install Webex Teams or go directly to the team space

Enter messages/questions in the team space

How

1

2

3

4

Cisco Webex Teams

BRKCCT-1814

72

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73

Related sessions

Walk-In Labs

Demos in the

Cisco Showcase

Meet the Engineer

1:1 meetings

Continue your education

74

BRKCCT-1814

Thank youThank you