將 Microsoft 365 與 Webex 聯系中心統一起來為您的全體員工隊伍提供支持促進客戶參與.pdf

1、#CiscoLive#CiscoLiveDan MathewsSenior Architect,Customer Engagement BRKCCT-1007Unifying Microsoft 365 with Webex Contact Center to empower your entire workforce for customer engagement.2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveSafe harbor statementThis presentation c

2、ontains“forward-looking”statements that involve risks,uncertainties and assumptions.If the risks or uncertainties ever materialize or the assumptions prove incorrect,our results may differ materially from those expressed or implied by such forward-looking statements.All statements other than stateme

3、nts of historical fact could be deemed forward-looking,including,but not limited to,any projections of financial information;any statements about historical results that may suggest trends for our business;any statements of the plans,strategies,and objectives of management for future operations;any

4、statements of expectation or belief regarding future events,technology developments,or enforceability of our intellectual property rights;and any statements of assumptions underlying any of the foregoing.These statements are based on estimates and information available to us at the time of this pres

5、entation and are not guarantees of future performance.Actual results could differ materially from our current expectations as a results of many factors,including but not limited to:the unpredictable nature of our rapidly evolving market and quarterly fluctuations in our business;the effects of compe

6、tition;and any adverse changes in our indirect channel relationships.These and other risks and uncertainties associated with our business are described in the companys annual report on Form 10-K.The forward-looking statements in this presentation are made as of the date of the initial publication of

7、 this presentation,and we disclaim any obligation to update these statements at any time in the future.BRKCCT-10073 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveEnter your personal notes hereCisco Webex App Questions?Use Cisco Webex App to chat with the speaker after th

8、e sessionFind this session in the Cisco Live Mobile AppClick“Join the Discussion”Install the Webex App or go directly to the Webex spaceEnter messages/questions in the Webex spaceHowWebex spaces will be moderated by the speaker until June 9,2023.12344https:/ 2023 Cisco and/or its affiliates.All righ

9、ts reserved.Cisco PublicBRKCCT-10074 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveSlido5 2023 Cisco and/or its affiliates.All rights reserved.Cisco PublicBRKCCT-1007Event Code#16703885 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveAbout Dan1

10、0 Years Avaya14 Years CiscoGlobal Collaboration StrategyBRKCCT-10076Agenda 2023 Cisco and/or its affiliates.All rights reserved.Cisco PublicDemo!Microsoft Interoperability Use CasesArchitecture for Microsoft Interoperability User ExperienceBRKCCT-10077Microsoft Interoperability DemoWhat does Microso

11、ft interoperability mean?SlidoWhat is the most common use case you are seeing for Microsoft Interoperability with Customer Engagement?Agent Knowledge Worker Collaboration Microsoft Phone System Integration Teams as an application hub Dynamics CRM integrationEvent Code#1670388 2023 Cisco and/or its a

12、ffiliates.All rights reserved.Cisco Public#CiscoLiveMicrosoft interoperability use casesA wide range of Microsoft interoperability use cases exist,but the approaches for implementation vary.On-net calling between agents and knowledge workers with Microsoft Phone SystemKnowledge worker discovery and

13、engagementConsolidated application experienceInternal service and supportCRM IntegrationM365 integration for Tasks and workflowBRKCCT-100711 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex Contact Center certification for Microsoft Teamshttps:/ 2023 Cisco and/or its

14、affiliates.All rights reserved.Cisco Public#CiscoLiveWhy did we certify with Microsoft Teams?Webex Contact Centers certification with Microsoft Teams is part of an ongoing journey.Webex Meetings for Microsoft TeamsWebex Calling for Microsoft TeamsWebex Microsoft Teams Room DevicesWebex for Office 36

15、5Webex Contact Center Microsoft DynamicsBRKCCT-100713 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveKey ConceptsMicrosoft GraphCisco Unified Border Element(CUBE)Microsoft Phone SystemBRKCCT-100714 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiv

16、eKey Concepts Microsoft GBRKCCT-100715 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveKey Concepts Microsoft Graphhttps:/ 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveKey Concepts Microsoft Phone System and Cisco CUBECisco CUBE provides SIP i

17、nterworking between Microsoft Phone System and the Webex Contact Center media services.CUBE has been certified for several years and is a key part of the telephony architecture.17BRKCCT-1007Architecture for Microsoft InteroperabilityTelephony IntegrationOver the next 18 months,where would you choose

18、 to deploy telephony?Private Cloud(Premise)Hybrid Public CloudSlidoEvent Code#1670388 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveMicrosoft Phone System ConnectivityBRKCCT-100721 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveTelephony Integ

19、ration Private Cloud(Premise)EndpointsPSTNPSTNEnd CustomerPhone SystemMedia Media ServicesServicesvPOP BridgevPOP BridgeWebex Contact CenterKnowledge workers with Microsoft TelephonyCustomer premiseEndpointsRTPHTTP/RESTSIPBRKCCT-1007221)Inbound PSTN call arrives from Customer2)Cisco CUBE(SBC)receive

20、s the call and routes it to the WxCC vPOP.3)Webex Contact Center anchors the call and assigns contact to an agent.4)Media and signaling is delivered to the agents phone.5)If a knowledge worker is required,SIP connectivity between the CUBE and MSFT phone system provides bi-directional calling between

21、 the contact center and the enterprise.(1)(2)(3)(4)(5)2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveTelephony Integration Microsoft Cloud EndpointsPSTNPSTNEnd CustomerPhone SystemMedia Media ServicesServicesvPOP BridgevPOP BridgeWebex Contact CenterKnowledge workers and

22、Agents with Microsoft TelephonyCustomer PremiseRTPHTTP/RESTSIPBRKCCT-1007231)Inbound MSFT PSTN call arrives from Customer2)Cisco CUBE(SBC)in Azure receives the call and routes it to the WxCC vPOP.3)Webex Contact Center anchors the call and assigns contact to an agent.4)Media and signaling is deliver

23、ed to the agents MSFT Teams phone.5)If a knowledge worker is required,SIP connectivity between the CUBE and MSFT phone system provides bi-directional calling between the contact center and the enterprise.(1)(2)(3)(4)(5)(4)2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveTel

24、ephony Integration Webex Cloud EndpointsPSTNPSTNEnd CustomerMedia Media ServicesServicesvPOP BridgevPOP BridgeWebex Contact CenterKnowledge workers and Agents with Webex TelephonyCustomer PremiseRTPHTTP/RESTSIPBRKCCT-100724 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveW

25、ebex Agent and Calling in Microsoft TeamsBRKCCT-100725 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveTelephony configuration considerationsCUBE configuration for connectivity to Microsoft Phone System:https:/ configuration for Webex Contact Center point-of-presence integ

26、ration:https:/ Integration 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveMicrosoft Graph integration architectureTeamsAzure ADMicrosoftIdentityAuthorizationfunctionWebex Contact Center/Microsoft Teams InteroperabilityCallingCallingUC ManagerMicrosoft 365 CloudMicrosoft 3

27、65 CloudCisco CloudCisco CloudWebex/MicrosoftCallingSoft PhoneDesk PhoneCloudCall ControlOn PremiseCall ControlAuthenticationFlowApplicationAuthorisation(OAuth)authorisation&permissionsSIPorMicrosoft GraphAPI used to obtain enterprise contactsAPI used to identify groups and teams,presenceGraph APIs

28、require access tokenReal-Time Media ServicesBRKCCT-100728 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveGraph endpoints that power the solutionMicrosoft Graph EndpointMicrosoft Graph EndpointKey MethodsKey MethodsDescriptionDescriptionUser Get User,List contacts,List joi

29、nedTeams Represents an Azure Active Directory(Azure AD)user account.(https:/ List members,Get member A team in Microsoft Teams is a collection of channel objects.A channel represents a topic,and therefore a logical isolation of discussion,within a team.(https:/ Get presence,Get presence for multiple

30、 users,Set presence,Clear presence.Contains information about a users presence,including their availability and user activity.(https:/ 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveArchitectural considerationsAzure Active Directory should be the single source of truth fo

31、r user contact information!Resource discovery only works if agents know where and who to go to for help.Azure AD organizational structureTeams structure combining agents and support resources.Will agents have access to Teams or just the agent desktop?BRKCCT-100730User ExperienceWill you provide cont

32、act center agents the Microsoft Teams client?Yes No Not SureSlidoEvent Code#1670388 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveImportant questions to considerWill agents use the Microsoft Teams client?Will service functions be organized as logical Teams?What is the ty

33、pical escalation experience?Do the agents primarily work in the CRM application?Do agents also need to be discovered by knowledge workers?BRKCCT-100733 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveScenario:Agent Team or Skill group is only leveraging the Webex Contact C

34、enter Agent.BRKCCT-100734 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveMicrosoft Graph integration inside Webex Contact CenterAbility to discover Azure Active Directory users and experts.Presence Integration.Consult/Transfer/Conference for engaging knowledge workers wit

35、h customers.BRKCCT-100735 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveScenario:Agent Team or Skill group is defined as a Microsoft Team.BRKCCT-100736How ready is your Azure AD to support Customer Engagement?It has all the information an agent would need to find help!Ge

36、tting there Needs some work.SlidoEvent Code#1670388 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveAdding Webex Contact Center to a TeamClick on“Website”BRKCCT-100738 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveAdding Webex Contact Center to

37、 a TeamName the TabAdd the Agent Desktop URLBRKCCT-100739 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveAdding Webex Contact Center to a TeamIf prompted,Log in.Enter the agents contact information.BRKCCT-100740 2023 Cisco and/or its affiliates.All rights reserved.Cisco P

38、ublic#CiscoLiveAdding Webex Contact Center to a TeamBRKCCT-100741 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveScenario:Webex Contact Center as a Embedded ApplicationBRKCCT-100742 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex Contact C

39、enter App for Teams Dedicated Webex Contact Center application pinned to the left rail of the Microsoft Teams client.Single click to access the agent desktop.Personalization of the agent service environment.BRKCCT-100743 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebe

40、x Contact Center App for TeamsBRKCCT-100744 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex Contact Center App for TeamsBRKCCT-100745 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveScenario:Agent is a Microsoft Dynamics UserBRKCCT-100746 2

41、023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex Contact Center for DynamicsBRKCCT-100747Microsoft Teams as a Contact Channel 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveMicrosoft Teams as an internal ChannelLeverage Microsoft Teams for w

42、hat it was meant for sharing content and knowledge.Dedicated application for FAQ,Knowledge base,and Self-Service.Integrated contact channels,bots Faster,easier adoptionAvoid the Contact Center escalation!49BRKCCT-1007 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWhere d

43、o we go from here?Lots of use cases and integrations are being considered.BRKCCT-100750Azure Communications ServicesPower BIPower AutomateAzure IoTCopilotWhich Microsoft interoperability use cases/integrations would you like to see?SlidoEvent Code#1670388 2023 Cisco and/or its affiliates.All rights

44、reserved.Cisco Public#CiscoLiveAdditional resources.CUBE configuration for connectivity to Microsoft Phone System:https:/ configuration for Webex Contact Center point-of-presence integration:https:/ Contact Center AppSourcehttps:/ 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#Cis

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46、ees will also earn 100 points in the Cisco Live Challenge for every survey completed.2023 Cisco and/or its affiliates.All rights reserved.Cisco PublicContinue your educationVisit the Cisco Showcase for related demosBook your one-on-oneMeet the Engineer meetingAttend the interactive education with De

47、vNet,Capture the Flag,and Walk-in LabsVisit the On-Demand Library for more sessions at www.CiscoL you#CiscoLive 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLive56Gamify your Cisco Live experience!Get points for attending this session!Get points for attending this session!Open the Cisco Events App.Click on Cisco Live Challenge in the side menu.Click on View Your Badges at the top.Click the+at the bottom of the screen and scan the QR code:How:123456 2023 Cisco and/or its affiliates.All rights reserved.Cisco PublicBRKCCT-1007#CiscoLive