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Transform the Customer Engagement – PCCE 12.0 v2

January 2020


The Cisco Packaged Contact Center Enterprise (PCCE) solutions create the foundation for positive customer service, a critical factor in building a stronger business. Cisco Packaged Contact Center combines the power of collaboration with contact center management tools to transform customer care from simple phone transactions to unique collaboration experiences that you can customize to address the needs of individual customers. This demonstration allows Cisco Field and Channel Partners to showcase key Cisco Packaged Contact Center Enterprise capabilities such as agent desktop, video, social media customer care, multichannel, and reporting, offering customers a true Omni channel experience by shifting channels for different types of communications into the contact center with different levels of importance, which is essential to meeting business goals and customer expectations. The Cisco Finesse Desktop is a Web 2.0-based container with APIs, which can be used to develop applications for use on the Finesse desktop. This demonstration focuses on Finesse as a desktop platform, but included in this demo are a number of applications built for the Finesse desktop, some of which are commercially available and some of which are examples of the types of applications that can be built.

What’s New in 12.0 v2

  • Upstream Works v4.0 to support Finesse v12
  • ConsiliumUniAgent for Salesforce, ServiceNow (Microsoft Dynamics coming soon)
  • Consilium UniCampaign for Outbound Campaign scheduling and monitoring
  • Consilium UniDashboard for Realtime and Historical reporting
  • Acqueon v4.2 to support Outbound API
  • New Outbound demonstration using Cisco SPOG, Acqueon and Consilium
  • Nuance v11 with new languages (English, Spanish, French, Brazilian, Mandarin-Chinese)
  • VerintQM
  • Zoom to v6.5.1 to support additional features


There is a dedicated guide for each of the following demonstration features:

  • PCCE 12.0v2 Setup Guide
    • Importing the CA Root and Sub-Certificates to Your PC
    • Creating a dCloud Customer Profile
  • PCCE 12.0v2 All Verticals Demonstration Guide
    • Scenario 1: OmniChannel Customer Service
    • Scenario 2: Precision Queue API/Certification Training Demo
    • Scenario 3: Shifting Channels with Visual IVA (Jacada)
    • Scenario 4: Supervisor Desktop and Cisco Unified Intelligence Center Reporting
  • PCCE 12.0v2 Upstream Works OmniChannel Customer Service Demonstration Guide
    • Scenario 1: OmniChannel Customer Service
    • Scenario 2: Additional Features
  • PCCE 12.0v2 Salesforce Demonstration Guide
    • Scenario 1: Bucher+Suter Salesforce Integration
    • Scenario 2: Consilium Salesforce Integration
  • PCCE 12.0v2 ServiceNow Demonstration Guide
    • Scenario 1: Consilium ServiceNow Integration
  • PCCE 12.0v2 Mobile App Demonstration Guide
    • Scenario 1: dCloud Contact Center Mobile App
    • Scenario 2: AI/BOT from an SMS Interaction
  • PCCE 12.0v2 AI/BOT Demonstration Guide
    • Scenario 1: AI/BOT from the Cumulus Website
    • Scenario 2: AI/BOT from the Cumulus Facebook Page
    • Scenario 3: AI/BOT from an SMS Interaction
    • Scenario 4: AI/BOT from Conversational IVR
  • PCCE 12.0v2 Outbound Calling Demonstration
    • Scenario 1: Cisco SPOG Campaigns
    • Scenario 2: Acqueon LCM List and Campaign Manager
    • Scenario 3:Consilium UniCampaign List and Campaign Management
  • PCCE 12.0v2 SPOG Administration Tool Demonstration Guide
    • Scenario 1: Administrator Level SPOG Elements
    • Scenario 2: Viewing and Working with SPOG Cards that Could be Assigned to Non-System Administrator-Level Users
  • PCCE 12.0v2 Verint WFO Demonstration Guide
    • Scenario 1: Agent Activities
    • Scenario 2: Supervisor Role
    • Scenario 3: Scheduler/Forecaster
    • Scenario 4: Quality Management
  • PCCE 12.0v2 Operational Analytics Demonstration Guide
    • Scenario 1: Using Reports and Dashboards
    • Scenario 2: Reskilling Agents
    • Scenario 3: Enterprise Resource Management
    • Scenario 4: Building Reports
    • Scenario 5: Building Charts and Dashboards
  • PCCE 12.0v2 Web Self Service Demonstration Guide
    • Scenario 1: Web Self-Service and AI Guided Help
  • PCCE 12.0v2 ZOOM Quality Management Demonstration Guide
    • Scenario 1: Searching and Managing Conversations
    • Scenario 2: Reviewing Calls
    • Scenario 3: Working with Reports
  • PCCE 12.0v2 Consilium UniDashboard Demonstration Guide
    • Scenario 1: Consilium UniDashboard
  • Vertical Customization Toolbox
    • Scenario 1: Customizing the IVR Prompts
    • Scenario 2: Branding Your Website
    • Scenario 3: Customizing the Mobile App Skin
    • Scenario 4: Customizing AI/BOT
    • Scenario 5: Testing Your New Vertical


The requirements vary by scenario. Please see the demo guide for the requirements for each scenario. The table below represents the requirements to complete all scenarios in the Cisco dCloud Cisco Packaged Contact Center Enterprise demonstration.

Required Optional
  • Laptop
  • A mobile phone
  • Cisco AnyConnect®
  • Cisco dCloud Router

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