Journey to the Cloud-Webex CC Quarterly Product Update-May 2021.pdf

Webex Contac Center

1. Contact Ken George:
Mobile: [phone] | Text: 704.763.4524
Email: [email protected]
Technical and Sales Partner Enablement Training
Series
Journey to the Cloud:
WebexContact Center
Quarterly Update
S tart Time:
11 AM ET / 8 AM P T
E vent number: 162 364 7099
E vent password: journey
**You will not hear any audio until
the event begins**
Meeting Details
Technical Difficulties?

2. Ken George
Sales BDM, Collaboration Technology Group, Americas Partner Organization
408.894.2143 | [email protected]
Technical and Sales Partner Enablement Training Series
Welcome to:
Journey to the Cloud:
WebexContact Center
Quarterly Update
Your Host:

3. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
All information related to this event will
be posted on our Partner Community for
Contact Center:
www.cisco.com/go/contactcenter
For access to the Partner Community,
register with your CCO (Cisco) login
The Partner Community for Contact
Center hosts:
•Event dates
•Links to all session recordings
•Presentations and slide decks
•Discussion forums
•Click to chat
•And much more!
Webex Contact Center Quarterly Update
Partner Community

4. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential© 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
Follow on Twitter
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Join the conversation!
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Twitter feed for Cisco partners to
provide timely and persistent:
•News
•Announcements
•Product Updates
•Analyst Opinions
•And More!

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A Gentle Reminder…
Partner Non-Disclosure Agreement
(NDA) Review

6. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
Partner Non-Disclosure Agreement (NDA)
All partners are required to have an NDA legally binding for you as a
representative of the company.
As confidential information may be shared with you, the NDA
protects Cisco from you sharing this information any further.
"Confidential Information" refers to:
1.The terms and conditions of your agreement,
2.The existence of the discussions between Cisco employees and
you, and
3.Any other information concerning the confidential topics.
The Receiving Party shall only disclose Confidential Information to its
employees and contractors who:
(i)have a need to access such Confidential Information solely
for the purpose in which it was intended, and
(ii)have been advised of the obligations of confidentiality and
are under obligations of confidentiality substantially
similar to those set out in this Agreement.
Return or destruction of confidential information is required in the
event that either party terminates their NDA Agreement. Receiving
Party shall:
(i)cease using the Confidential information, and
(ii)destroy everything within seven business days of receipt
of the termination

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Use the Q&A tool to submit
questions at any time during the
presentation
Type your question in the text
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Click the three dots and select
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How to ask a question?

8. Ted Phipps
Director, Product Management,
Webex Contact Center
May 20, 2021
Journey to the Cloud Series
Webex Contact Center Quarterly Update

9. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
Agenda and Speakers
Ted Phipps
Director, Product Management
Cisco Webex Contact Center
Demo: The power of the new Webex Contact Center workflow builder
Customer experiences, reimagined
Webex Contact Center: what’s new and what’s next
Q&A –10 min
Roadmap and additional resources
1.Digital –digital channel expansion
2.Contextual -Webex Experience Management surveys
3.Intelligent and Intuitive -new data platform
4.Collaborative –Webex messaging integrated in agent desktop
5.Flexible –new workflow orchestration, APIs, and developer portal
The value of moving to Webex Contact Center for on-premises customers

10. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
Customer experiences
are largely broken
Wait for a solution…
and still leave unsatisfied
No proactive
reach outs
Force a call Enjoy the elevator
music
Prove who you are,
then repeat yourself

11. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
Customer experiences reimagined
Solve my problemProactively reach
out
Connect my
way
Don’t make me wait or
repeat myself
Empower the agent
with context

12. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
Customer experience as a service
Enable connected experiences through an integrated technology platform
Platform:
CPaaS
Specialized
Experience
Applications
Communications Platform
Imiconnect
Communications API
imiaccessWebex API Webex Contact Center API
Contact Center
Webex Contact
Center
imiengage
Imiconnect
Marketing
imicampaign
Experience
Management
Webex Experience
Management
Service-Driven
Notifications
iminotify

13. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
Our Vision
Provide the most comprehensive customer
experience as a service (CXaaS) solution, that
enables connected interactions across the
entirecustomerlifecycle.

14. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
Demo
Webex Contact Center:
New Workflow Builder
IMImobile integration, Phase 1
(July 2021 Delivery)

15. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
https://mybank.com/creditcards< >
My Bank
Customer visits the bank’s website

16. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
< >
My Bank
Updates on WhatsApp
WOULD YOU LIKE TO RECEIVE CREDIT CARD NOTIFICATIONS
ON WHATSAPP?
Please enter y our phone number below
Subscribe
[phone]
and subscribes to receive credit card updates over WhatsApp
https://mybank.com/creditcards

17. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
< >
My Bank
Thank you!
YOU HAVE SUCCESSFULLY SUBSCRIBED TO CREDIT CARD
UPDATES OVER WHATSAPP .
YOU CAN UNSUBSCRIBE TAT ANY TIME.
completes the subscription successfully
https://mybank.com/creditcards

18. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
WHATSAPP
MYBANK
Greetings ! We will now notify you about
important alerts regarding your credit card
Customer receives a
confirmation message
on WhatsApp

19. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
A few days later, the customer makes a high value
transaction and goes low on credit

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This event triggers a flow in the workflow builder

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A proactive transaction
notification is sent
WHATSAPP
MYBANK
Low Credit Alert!
$1352.30 was spent on your credit card XX9

22. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
The flow waits for the
customer’s response
Thu 22 Apr
This c hat is w ith the offic ial bus ines s ac c ount of
‘My Bank ’. Tap for mor e info.
My Bank
Greetings ! We will now notify you
about important alerts regarding
your credit card through WhatsApp.
Reply ‘STOP” to opt-out.
TODAY
Low Credit Alert!
$1352.30 was spent on your
Credit Card XX9838 on 30-Mar-21
at My Shoppie. Your balance now
stands at $295.70 which is below
your preferred lowest balance.
Do you wish to increase your
credit limit? Please reply with a
‘Yes’/’No’.
Call 313131 for dispute.

23. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
Subsequent interactions are
handled by a task bot
This c hat is w ith the offic ial bus ines s ac c ount of
‘My Bank ’. Tap for mor e info.
My Bank
Greetings ! We will now notify you
about important alerts regarding
your credit card through WhatsApp.
Reply ‘STOP” to opt-out.
TODAY
Low Credit Alert!
$1352.30 was spent on your
Credit Card XX9838 on 30-Mar-21
at My Shoppie. Your balance now
stands at $295.70 which is below
your preferred lowest balance.
Do you wish to increase your
credit limit? Please reply with a
‘Yes’/’No’.
Call 313131 for dispute.
YES

24. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
Subsequent interactions are
handled by a task bot
Greetings ! We will now notify you
about important alerts regarding
your credit card through WhatsApp.
Reply ‘STOP” to opt-out.
My Bank
TODAY
Low Credit Alert!
$1352.30 was spent on your
Credit Card XX9838 on 30-Mar-21
at My Shoppie. Your balance now
stands at $295.70 which is below
your preferred lowest balance.
Do you wish to increase your
credit limit? Please reply with a
‘Yes’/’No’.
Call 313131 for dispute.
YES
Congratulations! You are eligible
for a c redit line increas e of
$2,000. To avail inc rease in credit
limit, reply ‘AVAIL’ by 20 Apr 21.

25. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
Task bot answers
routine questions
TODAY
Greetings ! We will now notify you
about important alerts regarding
your credit card through WhatsApp.
Reply ‘STOP” to opt-out.
My Bank
Low Credit Alert!
$1352.30 was spent on your
Credit Card XX9838 on 30-Mar-21
at My Shoppie. Your balance now
stands at $295.70 which is below
your preferred lowest balance.
Do you wish to increase your
credit limit? Please reply with a
‘Yes’/’No’.
Call 313131 for dispute.
YES
Congratulations! You are eligible
for a c redit line increas e of
$2,000. To avail inc rease in credit
limit, reply ‘AVAIL’ by 20 Apr 21.
Will there be an additional fee
for this?

26. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
Task bot answers routine
questions
TODAY
My Bank
Low Credit Alert!
$1352.30 was spent on your
Credit Card XX9838 on 30-Mar-21
at My Shoppie. Your balance now
stands at $295.70 which is below
your preferred lowest balance.
Do you wish to increase your
credit limit? Please reply with a
‘Yes’/’No’.
Call 313131 for dispute.
YES
Congratulations! You are eligible
for a c redit line increas e of
$2,000. To avail inc rease in credit
limit, reply ‘AVAIL’ by 20 Apr 21.
Will there be an additional fee
for this?
No. There won’t be any additional
fee for increasing your credit limit.

27. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
And fulfills the credit line
increase request
Low Credit Alert!
$1352.30 was spent on your
Credit Card XX9838 on 30-Mar-21
at My Shoppie. Your balance now
stands at $295.70 which is below
your preferred lowest balance.
Do you wish to increase your
credit limit? Please reply with a
‘Yes’/’No’.
Call 313131 for dispute.
TODAY
My Bank
YES
Congratulations! You are eligible
for a c redit line increas e of
$2,000. To avail inc rease in credit
limit, reply ‘AVAIL’ by 20 Apr 21.
Will there be an additional fee
for this?
No. There won’t be any additional
fee for increasing your credit limit.
Ok. Please go ahead.

28. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
And fulfills the credit line
increase request
YES
TODAY
My Bank
Congratulations! You are eligible
for a c redit line increas e of
$2,000. To avail inc rease in credit
limit, reply ‘AVAIL’ by 20 Apr 21.
Will there be an additional fee
for this?
No. There won’t be any additional
fee for increasing your credit limit.
Ok. Please go ahead.
Credit line request approved!
Your c redit line inc rease reques t
has been processed and it s hould
tak e effect in 24 hours. Your new
c redit limit is $12,000, which
inc ludes a cash credit line of
$5,000.

29. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
And fulfills the credit line
increase request
YES
TODAY
My Bank
Congratulations! You are eligible
for a c redit line increas e of
$2,000. To avail inc rease in credit
limit, reply ‘AVAIL’ by 20 Apr 21.
Will there be an additional fee
for this?
No. There won’t be any additional
fee for increasing your credit limit.
Ok. Please go ahead.
Credit line request approved!
Your c redit line inc rease reques t
has been processed and it s hould
tak e effect in 24 hours. Your new
c redit limit is $12,000, which
inc ludes a cash credit line of
$5,000.
Great. Thank s .

30. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
Task bot identifies the queries
which need human attention
Congratulations! You are eligible
for a credit line increase of
$2,000. To avail increase in credit
limit, reply ‘AVAIL’ by 20 Apr 21.
TODAY
My Bank
Will there be an additional fee
for this?
No. There won’t be any additional
fee for increasing your credit limit.
Ok. Please go ahead.
Credit line request approved!
Your credit line increase request
has been processed and it should
take effect in 24 hours. Your new
credit limit is $12,000, which
includes a cash credit line of
$5,000.
Great. Thanks.
Will I be eligible for further c redit limit
inc reas e in the future? What are the
fac tors y ou cons ider in evaluating an
inc reas e request?

31. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
Task bot identifies the queries
which need human attention
Will there be an additional fee
for this?
TODAY
My Bank
No. There won’t be any additional
fee for increasing your credit limit.
Ok. Please go ahead.
Credit line request approved!
Your credit line increase request
has been processed and it should
take effect in 24 hours. Your new
credit limit is $12,000, which
includes a cash credit line of
$5,000.
Great. Thanks.
Will I be eligible for further c redit limit
inc reas e in the future? What are the
fac tors y ou cons ider in evaluating an
inc reas e request?
Hmm. Not sure how to respond to
that. Let me transfer the chat to a
live agent who can help you better.

32. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
And transfers the chat to
a human agent
Ok . Please go ahead.
No. There won’t be any additional
fee for increasing your credit limit.
TODAY
My Bank
Credit line request approved!
Your credit line increase request
has been processed and it should
take effect in 24 hours. Your new
credit limit is $12,000, which
includes a cash credit line of
$5,000.
Great. Thanks.
Will I be eligible for further c redit limit
inc reas e in the future? What are the
fac tors y ou cons ider in evaluating an
inc reas e request?
Hmm. Not sure how to respond to
that. Let me transfer the chat to a
live agent who can help you better.
Please wait while we transfer you
to a live agent.

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Integrated bot builder

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Conversation is handed to an agent
on Webex Contact Center
Credit line request approved!
Your credit line increase request
has been processed and it should
take effect in 24 hours. Your new
credit limit is $12,000, which
includes a cash credit line of
$5,000.
Ok. Please go ahead.
TODAY
My Bank
Great. Thanks.
Will I be eligible for further credit limit
increase in the future? What are the
factors you consider in evaluating an
increase request?
Hmm. Not sure how to respond to
that. Let me transfer the chat to a
live agent who can help you better.
Please wait while we transfer you
to a live agent.
Hey Linda, This is Sarah. I
understand you are looking for
additional information on how
credit limit increase is evaluated.

35. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
•Ensures compatibility of
experience
•Provides parity of interaction
controls (transfer/conference)
with Webex Contact Center
•Support for web chat, e-mail,
SMS, and Facebook
Messenger
Agent Experience
Digital Channels Widget

36. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
Fundamental changes in the market
On-premise New reality
Voice First Digital First
Professional Services CPaaS / Low code
Contact Center Silo Full Journey
Agents Super Agents
Too Many Apps Intuitive Agent UIs

37. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
We have completely rebuilt our cloud platform for
the new reality

38. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
Delightful customer experiences
Digital-first
Super Agents
Intelligent
Customer experience management
Contextual
Customizable platform
Flexible
Contact Center
Collaborative
The All-New Webex
Contact Center
Built for the future of
customer experience

39. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
Message a business as easily as
messaging a friend
Allows customers to
communicate their way
Voice, email, chat, SMS and social
channels
Delightful customer experiences
Digital-first

40. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
Digital Channel Integration
GA July 2021
Integration of IMI digital channels
(Web Chat, Email, SMS, and
Facebook Messenger) with Webex
Contact Center including flow
scripting and bot functionality
Expected delivery dates are subject to change

41. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
•Digital channels included in WebexContact Center Premium Seat license
•Usage charges for SMS invoiced monthly
•Fee per sent or received* SMS
•Other fixed fees TBD (e.g. SMS short codes)
•Billing
•Semi-manual entry into the subscription billing platform
Digital channel offer details
GA July 2021

42. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
Customer experience management
Contextual
Empower customers to give
immediate feedback
Customize interactions based on
previous experience
Create sentiment-savvy
agents

43. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
Available Today!
Up to 180,000 Post Call Survey IVR responses
included annuallyat no additional cost
(remove 180K cap for a fee, PCS SMS/Email not included)
Pre-curated Post Call Survey questionnaire
(English) + dashboard for a quick start
Access to custom questionnaires, widgets, and
responses (WXM for IVR provisioned for all WCC)
IVR Only Customer Experience Analytics and
Customer Experience Journey widgets
Global availability, able to restrict feedback
data residency to US, CA, EU, UK, SG, IN
Via the WebexContact Center support contract,
no separate WebexXM subscription required
Post Call IVR Survey included with Webex Contact Center
Utilize Post Call Survey IVR capabilities within Webex Contact Center today to serve as
abeachheadfor customers who are looking for an end-to-end journey view (Webex XM)
Link to full deck
on Salesconnect
Link to full deck
on Salesconnect

44. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
Agent Experiences
Intuitive
Generally available (US) December 2020
New agent desktop
Dark mode and light mode
Extensible layouts
Customizable widgets

45. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
All New Data Platform
GA Feb 2021
The all-new big data stream processing platform
offers consistency,increased throughput and high
data availability
The built-inproactive alerting mechanisms
anddashboards help Cisco proactively respond
toincidents before it is noticed by the customer
Expected delivery dates are subject to change

46. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
•Collaborate with other agents, supervisors, and
subject matter experts, without leaving the
agent desktop
•Integrated WebexCalling provides superior
voice quality, accelerated onboarding, and easy
provisioning via WebexControl Hub
•Leverage Webexendpoints to receive calls from
anywhere via the Webexapp.
NEW: Webexapp integration in
agent desktop
*Optional companion solutions
Collaborative

47. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
Customizable platform
Flexible
Orchestrated workflows
Open APIs
Ecosystem support
Multi-tenant, microservices-
based architecture

48. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
Orchestrated workflow
New functionality from IMImobileintegration
Channels
Core business
systems
E-commerce &
billing platforms
Fraud management
Order and
appointment
management
Transaction
processing
CRM and case
management
Flexible
*GA for WebexContact Center in July 2021

49. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
Contact Center
Programmability with open APIs
Flexibility and customization to create connected customer journeys
•Tasks and routing
•Agents
•Queues
•Interactions
•Media streams and
captures
•Speech-to-text
•Text-to-speech
•Sentiment
•Topics and intents
•Agent Answers and Agent
Assist
•Customer events
•Identity resolution
•Customer profiles
•Journey analytics and
orchestration
•Voice and digital channels
•Flow control and automation
•Systems of record integrations
AI Journey Communication
and Orchestration
API applications
Workforce optimization • Build your own desktop
Flexible

50. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
Webex Contact Center Developer Portal
GA July 2021
Enables third-party developers to access the
Webex Contact Center platform programmatically.
Open APIs allow flexibility and customization to
create connected customer journeys.
API Applications: Workforce optimization, Build
your own desktop
https://devportal.produs1.ciscoccservice.com/
Expected delivery dates are subject to change

51. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
Incentives for Cloud Migration
Sales Incentives Partner Incentives Customer Incentives
•Cloud Comp Uplift Program •Value Incentive Program (VIP)
•Partner Acceleration Fund
•Cloud Acceleration Incentive
•Software Support Services (SWSS) price
matching and value transfer
•Try and Buy program
•“Better Together” headsets promotion

52. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Webex Contact Center
Cloud Acceleration Incentive –Purchase Adjustment
OVERVIEW
WHAT
A compelling new global discount incentive for all new Webex Contact Center purchases of up to 100 named
standard or premium agents.
•Executed as a $30 value purchase adjustment on the discounted price for the first 25 seats
•Average discount on total sale is 50-80%, depending on agent type mix and # of agents
•Partners and Cisco internal can apply the credit, which should be ~$9K per year discount
WHO
•Ideal for SMB customers considering a move from on-premises to cloud
•Excellent opportunity to introduce Webex Contact Center to calling and collaboration sales
WHY
•Provides strong value against any competitive SMB cloud solution and incentivizes those considering but
not yet committed to a on-premises to cloud migration
WHEN
•Only available through the end of FY21 (July 2021)
•Credit applies to full initial term of subscription, up to 5 years

53. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Contact Center Express to Webex Contact Center
Sales Play and Migration Resources
Technical Deployment GuideSales Play and Migration Support Resources Cloud Acceleration Incentive
A compelling new discount
incentive for all new Webex
Contact Center purchases of up to
100 named standard or premium
agents.
•Executed as a $30 value
purchase adjustment on the
discounted price for the first
25 seats
•Average discount on total
sale is 50-80%, depending on
agent type mix and # of
agents
•Partners and Cisco internal
can apply the credit

54. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
A proven, easy migration path to the cloud
Cisco solutions assurance team support
Support Excellence
•Known tools and processes
•High SLA standards
•Assigned Success Manager
Expedited Discovery
•Step-by-step deployment guide
•Illustrative translation guide
•API-based data extraction
Seamless, Fast Execution
•Leverage provisioning APIs
•Flexible migration –phased and integrated
•Leverage existing telephony investments
Ease of Adoption
•Standard user acceptance templates
•Popular and common reports
•Consistent agent experience –training ease
Enhanced Experience
•AI
•WebexExperience Management
•Omnichannel

55. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential© 2021 Cisco and/or its affiliates. All rights reserved. Cisco Partner Confidential
Roadmap

56. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
What’s New?
•IVR feedback collection at the end of the call
•Insightswill be available for agents in desktop widget
What’s coming?
•Flexibility to manage PII data with new treatments on data such as hashing and masking
•Post Call IVR surveys to honor language preference of the contact dialing in
•Text to Speech service (SSML supported) to play multi-lingual natural-sounding prompts
•Analyzer reportsfor opt-in statistics, survey response rate, and survey completion rate
Webex Experience Management

57. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
What’s New?
•Ability for agents to change teams without logging out
•OutdialANIagent can select a phone number from the outdialANI list
•Logo and title customization 96 x 32 pixel logo image can be added, title can be image or text
•Agent self-learning via’Whatfix/Walkme’integrationpilot
•Availability State Search for agent to easily search and set state
•Task list options New UI options available to quickly accept all tasks and view unread digital channel messages​
•Special Character Support for dial number and extension
•Agent transfer to an entry point associated with another workflow
What’s Coming?
•Identify Agent Name for Consult or Transfer help agents identify the correct address book entry to be selected
•Station login dialog auto complete of previously entered dial number(s) or extension number(s)
•Retain tab selection in Auxiliary Information pane
•Change agent skills without logging out
•Screen pop for outgoing calls to display additional external information and context to agents
•CAD variable update for Outgoing calls to display customer context
Agent Desktop

58. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
What’s New?
•New Data Platform for real-time reports and drill down reports with faster processing, high availability and zero data loss
•Built-in proactive alerting mechanisms &dashboards help Cisco to proactively respond toincidents before it is noticed by the customer.
•ReportsPSTN license usage, self service historical, outdialtransfer, campaign management, blended routing, report localization into new languages
What’s coming?
•Import/Export reports adminscan export one or more reports. These can be usedimportedintoothertenants
•On the fly Filterschange filters invisualizationswithout having to edit thereport
•Surge protection reporting insights on call rejection due to surge protectionfeature
Analytics

59. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
What’s New?
•Skill based routingassignskill based requirements and relaxation criteria in flows for voice
•Call Prioritizationcall priority override for incoming contacts byassigning priority to the contact in a queue
•Routing based on custom data in business rules
•Global routing strategy to handle emergency routing scenarios
•Entry Point/Flow chaining to seamlessly handoff control to other flows with context
•Flow control enhancementsalphabetical sorting in list to easily identify items
•Read-only permissiontoblock supervisor from editing flow
What’s coming?
•Agent availability/login check in queue check availability before transferring a contact to a queue
•Dynamic variable support pass queue name, skill name and priority value to queue contact activity
Flow Control Builder

60. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
What’s New?
WebexXM Integration
• IVR feedback collection post call survey (PCS) via IVR at the endof the call. This is in addition to PCS via SMS and Email
• Insightsavailable for agents in desktop widget
WebexWFO integration
• Download call recordings APIs foradmin/supervisor to download recordings for customers with Orgs in new WebexCC
What’s coming?
WebexCalling Integration
• Configurable outdialANI mask default at tenant-level
• Surge protection limit overall call handling capacity at data center and tenant level
• WebexCC PSTNallow mix of toll free and Tolled DNs
WebexXM Integration
• Analyzer reports for opt-in statistics, survey response rate, and survey completion rate
Integrations

61. © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
What’s New?
•Enhanced license usage tracking forcustomers with inbound toll-and toll-free numbers, the inbound toll-free access charges will apply only
on numbers identified as toll-free
What’s Coming?
•Onboarding partner as a customer enables a partner to onboard a tenant for the partner’s own organization
•Service Details in Control Hub enables administrators and support engineers to quickly identify the platform-level configurations that are applicable to the
customer organization
•Web Callback API to submit a callback request on visiting website
•CCAIbarge-in(DTMF & Voice)Allow DTMF input to interrupt a virtual agent prompt.
•New Offers IVR Port Add-on Offer that allows customers to purchase additional IVR port licenses
•New WebexCC rollout in ANZ and UK
Other Features

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Additional
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Next Steps

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WebexContact Center Highlighted Sales Assets
Showcase Brochure Customer Presentation Deck (BDM) What’s New Outreach Infographic
Data Sheet
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Link
Link Link

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