[PDF] Session Presentation Find this session in the

View - Download Session Presentation

Previous PDF

Next PDF

#CLUS #CLUS

Paul Giralt (pgiralt@cisco.com)

Raees Shaikh (rashaikh@cisco.com)

PSOCOL-2011

Connected Digital

Service Experience for

Collaboration Customers

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public#CLUS

Agenda

Cisco Collaboration Operations Pain Points

Customer Experience Lifecycle

Telemetry-based Insights

Rapid Problem Resolution

High-level Architecture

Roadmap

PSOCOL-20113

Questions?

Use Cisco Webex Teams to chat

with the speaker after the session

Find this session in the Cisco Live Mobile App

FOLŃN ´-RLQ POH GLVŃXVVLRQµ

Install Webex Teams or go directly to the team space

Enter messages/questions in the team space

How

Webex Teams will be moderated

by the speaker until June 16, 2019. 1 2 3 4 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public#CLUS

Cisco WebexTeams

cs.co/ciscolivebot# 4

PSOCOL-2011

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public#CLUS

Collaboration Networks are Complex

Cisco Unified Communications Manager

Cisco Unity Connection

Cisco Unified Contact Center Express

Cisco Unified Contact Center Enterprise

Cisco Intelligent Contact Management

Cisco Unified Border Element

Cisco Expressway Control

Cisco Expressway Edge

Cisco Meeting Server

Cisco Voice Portal

Cisco Jabber

Cisco Webex

Cisco 88XX Endpoints

Cisco Telepresence Endpoints

PSTN PSTN PSTN PSTN

PSOCOL-20115

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public#CLUS

Collaboration Operations Pain Points

Ability to Self-Diagnose Issues is Extremely Challenging & Time Consuming Customer support interactions with Cisco are Reactive and Time Consuming

Fragmented Digital Experience from Cisco

Lack of Real-time Operational Data

Lack of Actionable Insights for Proactive Recommendations

PSOCOL-20116

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public#CLUS

Troubleshooting is Reactive and Complex

Determine Source / Destination

Devices & Timestamps

Collect Logs

Analyze Logs

Find Next Device

Problem

Reported

Root Cause Found

Hour 1Hour 2Hour 3Hour 4Hour 5Hour 6Hour 7

PSOCOL-20117

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public#CLUS

Working with Cisco TAC

Additional Data

Request

Repeat

Analyze

Collect

Transfer

Cisco TAC

Real-Time

Connectivity

PSOCOL-20118

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public#CLUS

Active Advisor Portal

BCI Portal

Cisco.com/Support

Cisco Hosted Collaboration Solution

Cisco Network Assistant Console

Cisco Prime Console

AFM tool

Support Insights

Collaboration Analytics Portal

WebexControl Hub

Digital-learning.cisco.com

DNA Center Console

IntersightConsole

Meraki Console

Mobility Insights Portal

My Devices Portal

My Diagnostics Portal

Network Insights Advisor Portal

Platinum Learning Library

PSS Portal

Smart Advisor

Smart Portal

SmartCare Portal

SNTC Portalsoftware.cisco.com

SuccessHubSupport Case Manager

API portal

Technical Knowledge Library

WifiInsights Portal

Existing 36+ Portals

Cisco.comNCCM Console

Collaborationhelp.cisco.com

Content.cisco.com

NGFW-Get Started

Salesconnect.cisco.com

CX Site

Product / BU Site

Corporate Site

9

Fragmented Digital Experience

PSOCOL-20119

Customer Experience Lifecycle Portfolio

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public#CLUS

Strategic

Roadmap

Development

Learning,

Implementation

&Adoption

Continuous

Optimization

& Innovation

Cisco Customer Experience Lifecycle

PSOCOL-201111

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public#CLUS

Service portfolio today

Key Offers

Lifecycle

Telemetry

& Insights New BCS

Learning

(recurring parts)

Current

Support

Services

Customer PortalNext-generation Customer Experience Portfolio

PSOCOL-201112

Telemetry & Insights

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public#CLUS

Customer

Portal

Telemetry & Insights Solution Overview

Data

Transfer

Data Pre-

processing and Archive Data

Collection

Infused with CX ICCustomer Premises

PSOCOL-201114

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public#CLUS

WebexServiceability Service

Customer premises

Expressway

Video Mesh Node

Cisco Storage Connect

API Data Collection

Data Transfer

Support Case

Collaboration Solutions Analyzer

-Trigger Fata Collection (TAC) -Automation, Augmentation, Annotation

WebexControl Hub

-Onboarding -Trigger Data Collection (Admin) (*)

CX Console (*)

-Onboarding -Trigger Data Collection (Admin) (*) Concept

PSOCOL-201115

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public#CLUS

T&I Architecture Design Considerations

Real-Time Datafor

monitoring and proactive support capabilities

Multitenancy for Hosted

Collaboration Solution

(HCS)

Data collection from

applications inDMZ

Solution for Connected &

Offlinecustomers

16PSOCOL-2011

Edge Processing:

Multiple datacenters

across multiple geographical regions

Privacy (PII) &

GDPRRequirements

Transparency on

information accessed

T&I Consistency

across all technologies © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public#CLUS

Internet

AMER Datacenter

UCCE UCM

Cluster A

UCM Cluster B

UCCE

EMEA Datacenter

TelepresenceUCM Cluster A

DMZ UCM

Cluster B

WebEx

ExpresswayIOS

CX Cloud

APJC Datacenter

Insight Engine

Iris Edge 2

Insight Engine

Iris Edge 1

Insight Engine

Iris Edge 3

Insight Engine

Iris Edge 4

Insight Engine

Web-socket based

cross domain communication using port 443

Inter-node

communication over web-socket

Log/Events/Metrics

collection using push/pull model Web Proxy DB

Workflow

Orchestration

Automated

Analysis

CSOne/

ServiceNow /

Remedy

External Customer

Notifications

WebEx Teams / Slack /

email

Collab T&I Architecture Overview

Data Collection,pre-

processing & log file archive.

Device Onboarding & task

configuration.Performs data-correlation, aggregation, pre- processing and anonymization

Iris Central

Receives data-on-

demand from Iris

Central.

API EP WebEx

CSA enabled

CSOne

Integration

Collab BE Cloud

Customer Portal

API Access to Collab-

BE Collected Telemetry

PSOCOL-201117

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public#CLUS

Content varies by customer lifecyclestage

Content customized based on Customer Profile

One Cisco experience across all architectures

Customer Portal: Single view to portfolio

PSOCOL-201118

Customer Portal / Lifecycle Demo

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public#CLUS

Customer experience flow

Customer Portal

Customer

logs in using

Cisco.comID

Assets View

Customer sees

devices connected / not-connected

Customer

downloads and installs

CX Collector

T&I Admin PageT&I Admin Page

Customer

Discovers devices

and enables scanning

Customer Portal

Insights for

new devices are now available

PSOCOL-201121

T&I Rapid Problem Resolution Demo

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public#CLUS UK

Netherlands

Singapore

Australia

Typical Scenario

PSOCOL-201123

Roadmap

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public#CLUS

Evolution of Support

On Demand

Data Collection

(ODDC)

Self-DiagnosisProactive

Support

Predictive

Support

Reduced

customer / partner time & effort in the context of a

Service Request

Faster customer

resolution of low complexity high volume issues

Peace of mind for

customers as

Cisco is aware

and involved on critical issues

Ability to

systematically plan and avoid service outages

PSOCOL-201129

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public#CLUS

On-Premise Collectors

+ Cloud Telemetry

Real-time proactive and predictive

identification and resolution of critical issues

Determine Appropriate

Response & Notifications

Trace Data

Counters /

Telemetry

Call Detail

Records

Provisioning

Data

Workflow

Integration

Proactive & Predictive Notification & Workflow

Customer / Partner

Notification with Remediation

Recommendations

Cisco CX Notification

(HTOM, SDE, NCE)

Proactive TAC case w/

Diagnostic Data Attached

Incident Dashboard /

Reporting

‡Critical Events

‡Call Trend

Anomalies

‡Performance-

based Anomaly

Detection

‡PSIRT / Defect

Detection

‡Voice / Video Quality

Issue Prediction

‡Cisco Intellectual

Capital (IC) Integration

‡End to End

Automated

Analysis

‡Customer/Partner

ability to self- diagnose

‡Trigger TAC

workflow

‡Integration with

customer ticketing systems

‡Voice / Video

Quality

Degradation

‡Endpoint

Registration

Issues

‡Security Issues

(Certificates / CTL/ITL)

Automated

Analysis

Event-

Triggered

Proactive

Workflow

Proactive /

Predictive

Problem

Identification

Possible Outcomes

T&I

PSOCOL-201130

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public#CLUS

20192018

Timeline

2018

MVP Testing

Jan 2019

WebEx Serviceability

Launch

Nov 2019

T&I RPR Launch

TBD

CX Portal

PSOCOL-201131

Q & A

Questions?

quotesdbs_dbs17.pdfusesText_23

[PDF] cisco bcs

[PDF] cisco bcs 3.0 lifecycle packages

[PDF] cisco bcs sku

[PDF] cisco bcs3 0

[PDF] cisco brochure 2019

[PDF] cisco business critical services

[PDF] cisco capp

[PDF] cisco ccie service provider certification

[PDF] cisco ccna 1 introduction to networks

[PDF] cisco ccna 1 notes pdf

[PDF] cisco ccna 1 pdf en español

[PDF] cisco ccna 1 v6 pdf

[PDF] cisco ccna 200 301 audiobook

[PDF] cisco ccna 200 301 book pdf

[PDF] cisco ccna 200 301 course outline