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Virtual Expert: The Basics

- April 17, 2017 11:37 am

A few weeks ago, the blog post Going Virtual outlined how Cisco’s Virtual Expert solution has the power to put customers and experts face-to-face regardless of their geographic locations. For those in the Financial Services industry, it helps solve the conundrum of how to expand their geographic reach, enhance the customer experience, and increase ROI, while tightening budgets.

But as we all know, the theory of an idea and the reality of its execution can often be worlds apart. How do you know where to start building the solution that will solve your business challenges?

Luckily, Cisco’s Virtual Expert Solution is underpinned by its trusted, reliable, and proven products to create a seamless customer, reporting, and management experience. We make it easy to design the Virtual Expert experience for your particular needs with a few key products.

Cisco TelePresence Endpoint (SX, C, EX, DX or MX-series) or kiosk

A TelePresence endpoint or kiosk enables an immersive face-to-face experience through touchscreens, cameras, and monitors that allow customers to interact with experts easily. Using kiosks, customers can access self-serve content and, if further help is needed, can easily start a video call to an expert at the touch of a button.

Cisco Interactive Experience Client (IEC) 4600 series:

IEC hardware orchestrates the Virtual Expert session and integrates a local printer, card reader, signature pad, or other human interface devices (HIDs) that enhance the customer experience. This means that customers can sign mortgage documents virtually, for example.

Cisco Remote Expert Manager (REM)

This is the Virtual Expert Solution core control system. REM provides the collaboration features that makes customer interactions with experts simple and effective. It implements a number of administrative, control, and messaging functions.

Video in Queue and Video on Hold

While waiting for the expert to connect, or if the call needs to be put on hold, videos and interactive content can be pushed to customers (only available on kiosks).

Cisco Unified Communications Manager (CUCM)

CUCM performs call control, dial plan, and call admission control. Consider it your mission control, the brains of the operation.

Cisco Unified Contact Center Enterprise (UCCE) or Cisco Unified Contact Center Express (UCCX)

At the heart of the Virtual Expert experience is a contact centre, a gathering of experts. Cisco’s Contact Center solutions allow for a drop-in experience, where the customer can reach an expert on demand and the expert can push interactive content to the customer. Where the comprehensive feature set of UCCE is not required, the UCCX may provide a simpler design.

Cisco Unified Border Element (CUBE) and Cisco MediaSense for Call Recording

Combined, CUBE and Cisco MediaSense record sessions between customers and experts, allowing them to be searched and replayed as required through the Remote Expert Manager (REM) console.

Ready to learn more? Check out this handy infographic to see how these pieces work together to create a seamless customer experience.

This post was written in partnership with Peter Cherny, Cisco Canada consulting systems engineer.

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