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BRKARC1006

Ciscos Remote Expert Solution


John LaRiviere

Eric Strevel

BRKARC-1006

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Contents
Overview of Ciscos Remote Expert Remote Expert Architecture Remote Expert Applications and Components Remote Expert Example Customer Use Cases

Sales and Service Challenges


Lack of local experts when, and where,

How to Address the Challenges


Simplify Multi-Channel Delivery:

required by customers leads to lost sales/revenue leakage

Identify, locate, and connect experts with customers for advisory services whenever and wherever they are needed
Immersive Experience: Provide high-

Delivering a personalized, easy-to-use,

face-to-face experience (audio alone is no longer good enough)


Limited ability to scale local expertise in

quality audio and video for customer interactionsdeliver a compelling customer experience
Virtualize the Workforce: Create a virtual

real time

pool of experts, whether co-located in particular centers, dispersed within the branch network, or located at home reduce lost sales opportunities

BRKARC-1006

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A Solution that Connects a Customer to an Available Expert within the Enterprise via a High-Quality, High-Definition Video and Voice Connection
Identifies, locates, and connects customers with experts for advisory services and complex, highvalue transactions Creates a virtual pool of experts/specialists, whether co-located in particular centers or distributed within their enterprise footprint reducing lost sales opportunities Provides high-quality audio and video for customer interactionsdelivering a compelling customer experience Maximizes effectiveness and reach of experts Allows experts to conduct a complete business transaction including document sharing, printing, signatures and payment
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See a LIVE DEMO of Remote Expert in the World of Solutions


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Connect Customers to Experts Regardless of Location

Branches

Home Mobile

Compelling and Consistent Experience No Matter Where the Customer and the Remote Branch Expert Are Located
BRKARC-1006

Customer
Customer
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Remote Expert

Contact Center
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Remote Expert Target Architecture


Distributed Experts
Product Expert

Remote Expert Mobility

Cisco Jabber

CCE/CCX

Queuing RE Manager CUCM

Media Sense

Call Control

Rules Engine Task Orchestration Session Management


Cisco MCU

Cisco SocialMiner

Recording

Internet
Remote Expert Home Sessions

Enterprise/Cloud Data Center


Conferencing

Remote Expert Pods

Remote Expert Digital Stations


Click-to-Call with Cisco Jabber Video Soft Client
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Cisco Control Points

Clients
BRKARC-1006

RE Session Initiation with Tablet


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Cisco IEC4600 Control Points


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Current Remote Expert Work Flow


Customer in Branch 1
Customer Identifies Product Need Customer Needs Expert

Data Center

3
Call Placed to Expert Queue

Product Expert Is Requested

Database Lookup Performed

Customer Service Center

Customer Sent to Servicing Center

NO

5
Is Expert Available? YES

Expert Location

Expert Accepts Offer Call Passed to Expert

Starts Collaborative Session

Customer Satisfaction Survey

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Agenda
Overview of Ciscos Remote Expert Remote Expert Architecture Remote Expert Applications and Components Remote Expert Example Customer Use Cases

Current Remote Expert Solution


Release 1.8
Store/Branch
CTS Series EX Series

See a LIVE DEMO of Remote Expert in the World of Solutions


Cisco RE Manager (REM)

or Public/Private Content Cloud

Cisco Unified Call Manager (CUCM)

CCE/CCX

Cisco IEC 4600 Payment Cards

Product Expert
CTS Series
EX Series

Media Sense

Audio Recording

H.264 Video

Expert Call Center


Touch Screen Display

Graphics Content
Control Traffic
BRKARC-1006

Scan/Print/Copy

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Expert PC (Sharing and Control)

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CVP consults with UCCE for route information and CVP instructs call to be queued until agent is available Customer makes a selection on touchscreen and it initiates call to REM UCM provides state information of CTS to REM

REM requests app to request video to play to customer

CVP requests UCM to connect to VXML gateway REM initiates call setup (via JTAPI) between customer CTS and CVP DN via UCM

Telepresence Touch Screen Display

IEC 4600

RE Kiosk app streams video from media server and plays on touch screen monitor
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VXML gateway consults with CVP. CVP instructs to stream silence audio to CTS
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Agents becomes available. CVP disconnects call leg to VXML gateway UCCE is notified and UCCE provides calling party info to Agent

REM is notified. REM stops video and instead streams logo on touchscreen panel

Call is forwarded to Agents DN via CUBE

Telepresence CUBE Touch Screen Display IEC 4600

Media is forked to MS for audio recording


MediaSense

Agent answers and call is connected via CUBE

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3
4

REM
5

Client

1 2

REM links expert to client then Direct Connect captures, streams & renders experts shared data to client
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Expert
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2 4 Media Server 3 REM

1 5

Expert selects the video to share & REM ensures its streamed to the correct location
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25% of client pods initiating calls during the busy hour yielding 500 busy hour call attempts (BHCA) Average wait time of less than 2 minutes in queue An Experts average time per client is 45 minutes

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Agenda
Overview of Ciscos Remote Expert Remote Expert Architecture Remote Expert Applications and Components Remote Expert Example Customer Use Cases

Remote Experts Orchestration Engine


Provides control and management for every RE session
Orchestrates all expert/client interactions in the branch/store via the Cisco IEC 4610 control point embedded in every RE client-side pod Interfaces with external applications and servers REM key functional components include:
RE Administrator Console (REAC) RE Agent Desktop (READ) RE Interactive applications Controller (REIC) RE Session Controller (RESC)
BRKARC-1006 2013 Cisco and/or its affiliates. All rights reserved.

READ
REIC

REAC RESC

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RE Administrator Console (REAC)

REAC

Web-based management interface to add, verify and update all necessary configurations that are needed for normal operation of REM platform
READ
RE Agent Desktop (READ)

Web-based application for experts


Provides CRM, note taking, video streaming, application sharing and printing capabilities to experts

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RE Interactive Applications Controller (REIC)

REIC

Uses Flash/Flex and HTML+Javascript to render graphics, fonts and video on the touch screen located in client-side pod Renders desktop apps shared by the expert Relays client touch inputs & facilitates client control of experts shared application
RE Session Controller (RESC)

RESC

Includes Web-services interfaces to initiate and terminate RE sessions and data sharing sessions, trigger client-side printing and control video streaming Uses JTAPI to initiate, monitor, control and terminate calls
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Remote Expert Manager (REM) 1.8 Software Architecture


Cisco ACE w/ URL Policy

REM (Side A)
Synchronous Replication

REM (Side B)

RE Administrator Console (REAC) RE Agent Desktop (READ)


BRKARC-1006

RE Interactive applications Controller (REIC) RE Session Controller (RESC)


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REM High Availability (HA) Highlights


Automatic failover management mechanism, no manual intervention No downtime in case of component application failures No Application downtime in case of server hardware failure Graceful management of active sessions, no session disruption

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RE Session Failover Mechanism


Ensuring Session Survivability
Call Established
Subsequent communication Call connect Session Request

Expert
Next Request

Client

Apache Web Server

Register Call Observers

CUCM
Call Setup

Register Call Observers

Node RESC A Failure


Propagate Call Info
BRKARC-1006

RESC B
Notify Call Info
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Distributed Cache

Key Points of Session Failover


Java Telephony API (JTAPI) Call observers registered by each RESC engine
If one RESC fails, the other active RESC engine can continue

Both RESC engines receive all call notifications

Only one of the RESC engines processes a notification

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Customer graphic, font and messaging selections are applied to existing Remote Expert work flows to brand the experience while speeding integration time

Offered as an consultative service or outsourced engagement


Start Screen (Home Page)

Initial Phase
Video Menu Video Streaming While-in-Queue Video Push Collaboration Video on Hold

Call Setup Phase

Session Phase

Feedback
Final Phase Thank You

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Welcome screen displayed on RE pods touch screen Support for any image and font permitted by WebKit including Flash 10.2 graphics/animations

Banking example shown here

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Supported Content Formats


Content Type Video Video Containers Audio/Voice Supported Formats

Reference Slide

H.264, H.263++, MPEG4, MPEG2, WMV1/2, MJPEG AVI, MOV, MP4, MPG, MPEG-2/TS, WMV AAC-LC/LD/HE, AC3, MP3, WMA, G.711, G.729ab, AMR

Web

HTML5 (early support), HTML4/CSS3, Flash 11, JRE 1.6.0_24 (Version 6 update 24) PDF, text, JPEG, PNG, GIF, SVG, BMP

Graphics

BRKARC-1006

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Provides Collaboration Tools to Experts


Integrates with Cisco Agent Desktop (CAD) Loaded inside
CADs built-in browser window

Customer Notes and Transactions

Document Sharing and Printing to RE Pod

Video Sharing to RE Pod

BRKARC-1006

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Experts Application Sharing Tool


Once in simply select what you want to share
One click Sharing

Can allow them to Interact with you


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The Experts View of Sharing

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Interactive Experience Client (IEC) 4600


Stateless Web OS platform Linux OS Repurposing Web content

Touch screen integration


Kinetic scrolling

Web clipping
Web client automation Portrait or landscape Support for peripherals

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Its Role in Remote Expert


Interactive Experience Client (IEC) 4610 is the client-side control point in the Remote Expert Solution

IEC 4610 is a small (size of a paperback)


Silent, fan-less mini-computer Weighs around three pounds

Low power - consumes on average 13W

Uses traditional and web applications to provide user interface, peripheral control and event orchestration

BRKARC-1006

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Its Role in Remote Expert


The 4610 interfaces with the all RE Client-side components Uses two independent, stateless browsers to display interactive content REM loads a control application onto the IEC 4610 at boot

BRKARC-1006

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IEC4600 Series Thin Client Architecture


IEP Thin Client VX46xx

Widgets

Behavior WebKit

JS Injection

Cobra

Peripherals

IPC, RPC
X11

Smart Cache

Mobile Manager

Linux Kernel

Drivers

BRKARC-1006

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Allied Services for Remote Expert Solution-Level Support


Cisco Product Support Solution Technology Partner Product Support

3 1 2 3

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Cisco Product Support

Coordinate

Partner Product Support

Product-level Support

Solution Technology Partners


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Customer or Channel Partner

Coordinate
Solution Support

Product-level Support

Cisco Solution Services

BRKARC-1006

2013 Cisco and/or its affiliates. All rights reserved.

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Cisco

Agenda
Overview of Ciscos Remote Expert Remote Expert Architecture Remote Expert Applications and Components Remote Expert Example Customer Use Cases

Return on Investment
Close Mortgage business faster
Keep customer from going to another provider

Compliance Obtain higher attach rate for complimentary products


Cross Sell other Banking Products

Enhance customer experience


Provide live assistance
Ad-Hoc meetings with remote experts No need to reschedule when expert is on site
BRKARC-1006 2013 Cisco and/or its affiliates. All rights reserved.

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Video Banking Architecture Overview Diagram


Users Delivery Mechanisms Branch Network Internal Resources EPOC Data Center

Branch

Branch Personnel

` Branch WS - Cisco ATT WAN OCS Client Router

Cisco Router Cisco Switch ` LongPen Business Writers (3)

Content Server Investments Content Server LongPen Mortgage Devices (3) Call Center* Content Server Business Banking Cisco 4520 MCU Wintel File

Signature Tablet Customers Cisco1700MXP


Call Center*

Cisco Switch / VLANs

Corporate Network

VCS
OCS Servers (2)

Share Server
Brocade Fabric Switches **Video & Audio Files Investments Mortgage Business BankingEnterprise SAN

Call Center Reps 1700MXPs Cisco


Business Users

Mortgage Small Business Investments

` Browser/PC

IIS Web Server Video Master File

BRKARC-1006

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Video Banking Architecture Future Diagram

Cisco RE Manager (REM)

In Store/Branch
EX Series

CCE/CCX Public/Private Content Cloud

LongPen Signature Tablet

Cisco IP Call Manager (CUCM)

Media Sense

VCS
Product Expert
Cisco IEC 4600 Payment Cards EX Series Recording

Content Server Each Product


Expert Call Center

H.264 Video Graphics Content Control Traffic


Touch Screen Display Scan/Print/Copy

LongPen Devices (3) Call Center*


Expert PC (Sharing and Control)

Remote Expert Release 1.8 combined with current architecture


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Best Return on Investment


Expensive products (Example: Electronics) Complex transactions (Example: Kitchen Renovations)

Convert higher percentage of opportunities to sales


No added staff Shorten sales cycle

Obtain higher attach rate for complimentary products Enhance customer kiosk experience
Provide live assistance in addition to self service
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Provide desktop setup


More than 5 minutes on average Complex transactions Privacy requirement

Kiosk
In-aisle solution

Product lookup
Wayfinder Quick questions

BRKARC-1006

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Convert Opportunities to Sales


Results from Actual Remote Expert Deployment
12

10

Before RE After RE

0 Potential Customers Customers Visit Store Customers Serviced Customers Purchase

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Higher Attach Rate


Kitchen Renovation Example

BRKARC-1006

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Enhance Customer Kiosk Experience

Add camera and microphone to existing self-service kiosk


Offer a live help push button

Prevent abandoned carts


Avoid customer frustration

BRKARC-1006

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Remote Expert - Agent


Video of Customer Shared Applications (2nd monitor)
Designers desktop

Agents Non-Shared Desktop (Primary Monitor)

Telepresence Monitor

Cisco Agent Desktop Software


Video endpoint is configured as agents phone
Agents computer is connected to video endpoint display as secondary monitor Agent uses contact center desktop software to accept and manage calls

BRKARC-1006

2013 Cisco and/or its affiliates. All rights reserved.

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See a LIVE DEMO of Remote Expert in the World of Solutions

Cisco Remote Expert:


1. Connects your companys distributed, skilled experts to your clients 2. Provides an in-person like experience 3. Provides the tools to complete a business transaction including payment and signatures 4. Customizes to meet the goals of your enterprise

BRKARC-1006

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Call to Action
Visit the Cisco Campus at the World of Solutions
to experience the following demos/solutions in action: Cisco Remote Expert Solution

Get hands-on experience with the following Walk-in Labs


LTREVT-2300: Enterprise Medianet: Video Applications and Network Design Lab

Meet the Engineer


Eric Strevel Tues (4:30-6:00), Wed. (9:00-12:00), Thurs (2:00-4:00) John LaRiviere - Tuesday (4:30-6:00), Wed (10:00-12:00), Thurs (10:00-12:00)

Discuss your projects challenges at the Technical Solutions Clinics

BRKARC-1006

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TelePresence/Video Sessions
TECEVT-2674 Monday
BRKARC-1006 Tuesday 14:15
Conferencing and Scheduling Design for Cisco Telepresence

11:15
14:15

Planning, Building & Deploying Cisco's Remote Expert Solution Monitoring and Troubleshooting Network Impairments in Video Deployments Deploying TelePresence and Video Endpoints on Unified Communications Manager Overview of Cisco TelePresence Solution and Deployments

BRKEVT-2804 Tuesday BRKEVT-2802 Tuesday BRKEVT-2800 Tuesday LTREVT-2300


Wednesday

14:15 16:15
9:00

Enterprise Medianet: Video Applications and Network Design Lab Integrating Voice and Video Call Routing and Dial Plans Understanding and Troubleshooting EX-Series Personal Telepresence Systems and C-Series Codecs

BRKEVT-2801 Wednesday 14:00 BRKEVT-2805 Wednesday 16:30 BRKEVT-2319 Thursday COCEVT-2577 Thursday BRKEVT-2803 Thursday BRKEVT-2317 Friday BRKEVT-2400 Friday
BRKARC-1006

9:00 11:30 14:00 9:00 11:30

Business to Business Video Inside Cisco IT: The Dos, Donts and Lessons Learned during Five Years of Video Deployment Designing and Deploying Multipoint Conferencing for Telepresence Video

Video Content: Unlock the Power of Video with "Capture, Transform, Share" Solution Scheduling Best Practices for Cisco Telepresence
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Final Thoughts
Come see demos of many key solutions and products in the main Cisco booth Visit www.ciscoLive365.com after the event for updated PDFs, ondemand session videos, networking, and more! Follow Cisco Live! using social media: Facebook: https://www.facebook.com/ciscoliveus Twitter: https://twitter.com/#!/CiscoLive LinkedIn Group: http://linkd.in/CiscoLI

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BRKARC-1006

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