Cloud Contact Center Connectivity Wie bekomme ich meine Anrufe in - - PowerPoint PPT Presentation

▶
cloud contact center
SMART_READER_LITE
LIVE PREVIEW

Cloud Contact Center Connectivity Wie bekomme ich meine Anrufe in - - PowerPoint PPT Presentation

Nov 25, 2022 203 likes •462 views

Cloud Contact Center Connectivity Wie bekomme ich meine Anrufe in die Cloud? Axel Gibmeier, Market & Business Development Cloud Bern, 09. September 2020 Our Contact Center Portfolio Bucher + Suter | Cisco On- Webex premise = Cisco

slide-1
SLIDE 1

Cloud Contact Center Connectivity

Axel Gibmeier, Market & Business Development Cloud

Wie bekomme ich meine Anrufe in die Cloud?

Bern, 09. September 2020

slide-2
SLIDE 2

2

On- premise

Our Contact Center Portfolio Bucher + Suter | Cisco

Webex Contact Center Webex Contact Center Enterprise Cisco UCCE / PCCE b+s Cloud Contact Center

Call1 | Meet | Message | Devices | APIs/SDKs Voicea | Webex XM | Analyzer | Cisco Answers2 | Google AI2 | Other

1 Call = Webex Calling – only available with Webex Contact Center 2 Cisco Answers, Google AI – only available with Cisco CC Enterprise Stack = Webex CC, b+s Cloud, On-Premise UCCE/PCCE

Webex = Cisco Cloud Bucher + Suter

slide-3
SLIDE 3

3

On- premise

Our Contact Center Portfolio Bucher + Suter | Cisco

Webex Contact Center Webex Contact Center Enterprise Cisco UCCE / PCCE b+s Cloud Contact Center

Call1 | Meet | Message | Devices | APIs/SDKs Voicea | Webex XM | Analyzer | Cisco Answers2 | Google AI2 | Other

1 Call = Webex Calling – only available with Webex Contact Center 2 Cisco Answers, Google AI – only available with Cisco CC Enterprise Stack = Webex CC, b+s Cloud, On-Premise UCCE/PCCE

Webex = Cisco Cloud Bucher + Suter

slide-4
SLIDE 4

4

On- premise

Our Contact Center Portfolio Bucher + Suter | Cisco

Webex Contact Center Webex Contact Center Enterprise Cisco UCCE / PCCE b+s Cloud Contact Center

Call1 | Meet | Message | Devices | APIs/SDKs Voicea | Webex XM | Analyzer | Cisco Answers2 | Google AI2 | Other

1 Call = Webex Calling – only available with Webex Contact Center 2 Cisco Answers, Google AI – only available with Cisco CC Enterprise Stack = Webex CC, b+s Cloud, On-Premise UCCE/PCCE

Webex = Cisco Cloud Bucher + Suter

Cisco CC Enterprise Software Stack Finesse Desktop | Supervisor Management | b+s CRM Connectors Unified Omnichannel Routing & Reporting

“Customer Journey Platform”

quick & easy projects, green field Easy migration from UCCE/PCCE

slide-5
SLIDE 5

5

On- premise

Our Contact Center Portfolio Bucher + Suter | Cisco

Webex Contact Center Webex Contact Center Enterprise Cisco UCCE / PCCE b+s Cloud Contact Center Webex = Cisco Cloud

Call1 | Meet | Message | Devices | APIs/SDKs Voicea | Webex XM | Analyzer | Cisco Answers2 | Google AI2 | Other

Cisco CC Enterprise Software Stack Finesse Desktop | Supervisor Management | b+s CRM Connectors Unified Omnichannel Routing & Reporting

“Customer Journey Platform”

1 Call = Webex Calling – only available with Webex Contact Center 2 Cisco Answers, Google AI – only available with Cisco CC Enterprise Stack = Webex CC, b+s Cloud, On-Premise UCCE/PCCE

Bucher + Suter

truely global projects European projects quick & easy projects, green field preparing global offer

slide-6
SLIDE 6

6

b+s Cloud Architecture Options

slide-7
SLIDE 7

7

Cloud Contact Center Architecture

Contact Center Core

CC Intelligence

Contact Center Hub

Call Management

VoicePOP

Voice Gateway

  • UCCE/PCCE, ECE
  • b+s Apps 1 (SMC)
  • WFM, Recording Control, Knowledge, Chat, Cobrowse, …
  • Cisco CUCM, IM/Presence, Unity Voicemail…
  • Agent PG, CUIC, CVP, Finesse
  • b+s Apps 2 (Reporting, Fusion, CRM Connectors)
  • Cisco vCube, Cisco CVP VVB Virtual Voice Browser*
  • (Optional: Local Recording, Local ASR/TTS…)

* Optionally, a local Cisco KVM Gateway carrying VVB, TTS, Rec. may be used on premise.

slide-8
SLIDE 8

8

Cloud Contact Center Architecture

Contact Center Core

CC Intelligence

Contact Center Hub

Call Management

VoicePOP

Voice Gateway

  • Omnichannel Routing & Reporting
  • Supervisor & Administrator Tools
  • Knowledge Management, Workforce Management, …
  • Call Handling / Switching
  • Call Control & CTI (SIP Signalling only, no RTP)
  • Contact Center Interfaces (Signalling) & Tools (Latency)
  • PSTN / SIP Provider Connectivity
  • Voice Gateway / Voice Handling (incl. RTP)
  • Announcements & Queuing, Option for Recording
slide-9
SLIDE 9

9

? ? ? ?

Voice Ingress / Interconnect: Voice POP (Point of Presence) Options

Webex Contact Center Webex Contact Center Enterprise Webex = Cisco Cloud Bucher + Suter b+s Cloud CCaaS Europe

Customer‘s Premises

? ? ? b+s Cloud CCaaS Global ?

slide-10
SLIDE 10

10

Voice Ingress / Interconnect: Voice POP (Point of Presence) Options

Webex Contact Center Webex Contact Center Enterprise Webex = Cisco Cloud Bucher + Suter b+s Cloud CCaaS Europe

Customer‘s Premises

? ? ? b+s Cloud CCaaS Global ? ? ? ?

slide-11
SLIDE 11

11

Voice Ingress / Interconnect: Voice POP (Point of Presence) Options

Webex Contact Center Webex Contact Center Enterprise Webex = Cisco Cloud Bucher + Suter b+s Cloud CCaaS Europe

Customer‘s Premises

b+s Cloud VPOP Cisco WxCC VPOP Cisco WxCCE VPOP b+s Cloud CCaaS Global b+s Cloud VPOP On-Premise VPOP ? On-Premise VPOP X X X X X n / a

slide-12
SLIDE 12

12

Voice Ingress / Interconnect: Voice POP (Point of Presence) Options

Webex Contact Center Webex Contact Center Enterprise Webex = Cisco Cloud Bucher + Suter b+s Cloud CCaaS Europe

On-Premise VPOP Integration

b+s Cloud VPOP Cisco WxCC VPOP Cisco WxCCE VPOP b+s Cloud CCaaS Global b+s Cloud VPOP On-Premise VPOP ? On-Premise VPOP

Cloud VPOP Connectivity

X X X X X n / a

slide-13
SLIDE 13

13

On-Premise VoicePOP Connectivity Options

slide-14
SLIDE 14

14

On-Premise Voice POP (Point of Presence) Integrations Options

Webex Contact Center Enterprise Webex = Cisco Cloud Bucher + Suter b+s Cloud CCaaS Europe

Customer‘s Premises

b+s Cloud CCaaS Global On-Premise VPOP ? On-Premise VPOP

slide-15
SLIDE 15

15

2) Separate VPOP-GW interconnected with UC-Gateway 1) VPOP Integrated into On-Premise Gateway

Cloud Contact Center

On-Premise Voice POP (Point of Presence) Integrations Options

Customer‘s Premises

On-Premise VPOP Existing UC SIP/PSTN Gateway

CTI Control / Signalling SIP Trunk

Existing UC Gateway

Carrier Carrier CTI Control / Signalling

On-Premise VPOP

slide-16
SLIDE 16

16

2) Separate VPOP-GW interconnected with UC-Gateway 1) VPOP Integrated into On-Premise Gateway

Cloud Contact Center

On-Premise Voice POP (Point of Presence) Integrations Options

Customer‘s Premises

On-Premise VPOP Existing UC SIP/PSTN Gateway

CTI Control / Signalling SIP Trunk

Existing UC Gateway (b) Existing UC Infrastructure (CUCM)

Carrier Carrier CTI Control / Signalling

On-Premise VPOP (b) Existing UC Infrastructure (CUCM) (a) Cloud UC Either (a) Cloud UC or (b) On-Prem UC

slide-17
SLIDE 17

17

Cloud VoicePOP Connectivity Options

slide-18
SLIDE 18

18

slide-19
SLIDE 19

19

Cloud Voice POP (Point of Presence) Voice Connectivity Options

Webex Contact Center Webex Contact Center Enterprise Webex = Cisco Cloud

1 Call = Webex Calling – only available with Webex Contact Center 2 Cisco Answers, Google AI – only available with Cisco CC Enterprise Stack = Webex CC, b+s Cloud, On-Premise UCCE/PCCE

Bucher + Suter b+s Cloud CCaaS Europe Cloud VPOP Cisco WxCC VPOP Cisco WxCCE VPOP b+s Cloud CCaaS Global VPOP

VPOP Connectivity

slide-20
SLIDE 20

20

1) Webex Calling / PSTN1 2) On-Prem SIP Trunk 3) Carrier Interconnect 4) Virtual Number Provider

Cloud VPOP

Cloud Voice POP (Point of Presence) Voice Connectivity Options

On-Prem UC / Corporate Voice Existing customer‘s provider Webex Contact Center - Webex Contact Center Enterprise - b+s Cloud Contact Center New Virtual Number Provider (twilio, voxbone…) Existing customer‘s provider

PSTN PSTN

On-Prem UC / Corporate Voice Existing customer‘s provider On-Prem UC / Corporate Voice

PSTN

SIP Trunk Webex Calling / PSTN Option Existing customer‘s provider

PSTN

On-Prem UC / Corporate Voice SIP Trunk

1 Only for WxCC

slide-21
SLIDE 21

21

Cloud VPOP

Cloud Voice POP (Point of Presence) Setup Callflow for Inbound Calls

Webex Contact Center - Webex Contact Center Enterprise - b+s Cloud Contact Center

Caller Agent

Call Collection Termination to Agent

„Ingress Traffic“ „Egress Traffic“

slide-22
SLIDE 22

22

1) Webex Calling / PSTN1 2) On-Prem SIP Trunk 3) Carrier Interconnect 4) Virtual Number Provider

Cloud VPOP

Cloud VPOP: Voice Inbound Call Flows Call Collection + Termination (Ingress + Egress)

On-Prem UC / Corporate Voice Existing customer‘s provider Webex Contact Center - Webex Contact Center Enterprise - b+s Cloud Contact Center New Virtual Number Provider (twilio, voxbone…) Existing customer‘s provider

PSTN PSTN

On-Prem UC / Corporate Voice Existing customer‘s provider On-Prem UC / Corporate Voice

PSTN

Webex Calling / PSTN Option Existing customer‘s provider

PSTN

On-Prem UC / Corporate Voice

a) a) b) b)

SIP Trunk SIP Trunk

1 Only for WxCC

slide-23
SLIDE 23

23

1) Webex Calling / PSTN1 2) On-Prem SIP Trunk 3) Carrier Interconnect 4) Virtual Number Provider

Cloud VPOP

Cloud VPOP: Voice Inbound Call Flows Call Collection + Termination (Ingress + Egress)

On-Prem UC / Corporate Voice Existing customer‘s provider Webex Contact Center - Webex Contact Center Enterprise - b+s Cloud Contact Center New Virtual Number Provider (twilio, voxbone…) Existing customer‘s provider

PSTN PSTN

On-Prem UC / Corporate Voice Existing customer‘s provider On-Prem UC / Corporate Voice

PSTN

Webex Calling / PSTN Option Existing customer‘s provider

PSTN

On-Prem UC / Corporate Voice SIP Trunk SIP Trunk

1 Only for WxCC

slide-24
SLIDE 24

Our expertise. For your own path and pace to the cloud.

09.09.2020

slide-25
SLIDE 25

26

Axel Gibmeier

Market & Business Development Cloud axel.gibmeier@bucher-suter.com +49 6251 8622 610