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Yasid Ramli
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Omnichannel Contact Center, Bank Mandiri

The first Cisco omnichannel EKYC contact center in Indonesia, covering mobile, social media, email, PSTN, and outbound dialing from one agent desktop.

Tech stack

Packaged CCE 12.5CUCM 12.5Finesse 12.5Enterprise Chat & EmailUnified Intelligence CenterCVP

Implementation engagement at PT. Mastersystem Infotama, August 2020 to April 2021. This was the first deployment of Cisco omnichannel EKYC in Indonesia.

Scope

Bringing every customer channel into one contact center platform: mobile, social media, email, PSTN, and an outbound dialer, all handled from a single agent desktop.

Components deployed

  • Cisco Packaged Contact Center Enterprise 12.5: Rogger, AW-HDS-DDS, Peripheral Gateway, CVP Call and VXML servers, CVP Reporting
  • Cisco Unified Communications Manager 12.5
  • Cisco Unified CM IM and Presence 12.5
  • Cisco Finesse 12.5
  • Cisco Unified Intelligence Center 12.5
  • Cisco Virtualized Voice Browser 12.5
  • Cisco Enterprise Chat and Email 12.5

Integrations

  • NICE call recording
  • LCM as outbound campaign manager
  • UniRSM for coaching calls
  • No Limit as a cloud social media gateway
  • CBA as video SDK gateway