© 2009 Avaya Inc. All rights reserved. Avaya Aura TM Workforce Optimization Solution Overview.

© 2009 Avaya Inc. All rights reserved.

Avaya AuraTM

Workforce Optimization

Solution Overview


Avaya AuraTM Workforce Optimization is…

The right workforce

…with the right skills

…doing the right things

…and doing them really well

…to achieve corporate objectives.


Avaya AuraTM WFO Drives Customer Experience Management

WorkforceOptimizationStrategy

The Customer Centric Company

WithAnalytics

Who are they?

Why are theycalling?

Why do theyleave?

Do they likethe new product?

How are ourcompetitorstargeting them?

What do they like and dislike about our processes?

© 2009 Avaya Inc. All rights reserved. 4


Market Fact 2: Customer Interactions are Changing

Percent of Respondents

Source: Webtorials Editorial/Analyst Division , McKinsey

‣ Voice is 2x cost other channels, but other channels have lower customer satisfaction

‣ >50% of self service interactions still require a high cost agent

NEW interaction channels are emerging and expanding beyond contact centre

‣ Expectation of end users ‣ To reach business how and

when they want to ‣ Consistent experience

across channels‣ Customer care organization

challenges‣ Increasing customer

satisfaction of lower cost channels

‣ Staffing and managing new channels appropriately

0% 20% 40% 60% 80%

Voice (agent interaction)

Voice (self service)

Email

Fax

Web Self Service

SMS

Web Chat

Video

Social Media

IM20122010


Market fact 3 :Customer Satisfaction risks are increasing:Customers easily Defect!

82% leave either because of product dissatisfaction or indifference through people or processes

Source: CEO Perspectives by R.P. Cooley

Why Customers Defect:

1% Die

3% Move away

5% Develop other relationships

9% Leave for the competition

14% Leave because of dissatisfaction with product/service

68% Leave because they encountered an

attitude of indifference as they were being served!

Do we really understand why?Do we really understand why?


In the Eye of the Storm

Finance: Reduce Expenses

Customer: Give me answers

… quickly

CEO: Grow revenue and

market share

Employees:Meet my needs too

Marketing: Launch our new campaign

Contact Center


Customer Experience Management Challenges

As the primary touch point with customers, contact centers experience challenges in four key areas:

– Processes — Manual, time-consuming; performed in silos; focused on internal requirements instead of customer convenience

– Information — Housed in multiple (and sometimes unconnected) systems; difficult to access, compile, and interpret

– Collaboration — Sporadic (or no) communication among functional groups; “turf wars;” little awareness of what other departments do or how they affect the customer and company goals

– People — Employee churn + lack of consistent training + multiple shifts, sites, and communication channels = diminished service

8


Avaya AuraTM WFO Solves the Customer Experience Challenge

An integrated solution that provides:– Intelligence to quickly identify

processes that are cumbersome or cause dissatisfaction

– Information in a single data source on customer interactions, quality, trends, and performance management

– A collaborative environment for agents, supervisors, and the broader enterprise to improve the customer experience

– Employee training and coaching to increase customer satisfaction

9


e-Learning

Quality Monitoring

CustomerFeedback

Mgmt

Speech Analytics

Coaching&

DPA

ContactRecording

Workforce Management

ForecastingScheduling

Scorecards

Workforce Optimization 10.x – Core Applications

Avaya Branded– Contact Recording– Quality Monitoring– Workforce Management– Scorecards– eLearning– Coaching (with 10.1)

Vendor Branded– Customer Feedback– Speech Analytics– Desktop & Process

Analytics – DPA (with 10.1)

Contact Centers can select applications depending on business need

Avaya AuraTM

Workforce Optimization

10AVAYA CONFIDENTIAL Provided only under Non Disclosure Agreement


Workforce Optimization is a Journey

L1

L2

L3

L4Focus upon productivity;

Basic technology stack

ACD

Call recording

Silent monitoring

Many Spreadsheets

Focus on Quality defined internally;

Skill Routing;

Quality Monitoring

Scorecards


Focus on Customer Service as a competitive advantage;

eLearning

Speech Analytics

Customer Feedback

Focus on Enterprise Customer Centricity;

Root cause analysis

Business process analysis

Extension of WFO into Back Office

Contact Center Maturity


En

terp

rise V

alu

e

Analytics-Driven WFO

Traditional WFO

Manage Risk and Ensure Compliance

Quality Monitoring

WFM

eLearning

OperationalEffectiveness

CustomerExperience

Agent/CenterPerformance

Compliance andLiability

Complexity of Objective

Performance Mgt

Customer Feedback

Speech Analytics

Data Analytics

Contact Recording

Record, Store &

Playback

12

© 2009 Avaya Inc. All rights reserved.13

Why Record Calls?

Comply with regulations, protect from fraud

Improve agent security, morale and performance

Resolve disputes, increase customer satisfaction and loyalty

Boost revenues and profitability

Obtain customer and competitive insight


Software-based, scalable recording for small-to-enterprise accounts

Supports SIP/IP/TDM/analog endpoints & trunks

Encryption to aid Payment Card Industry (PCI) compliance

Centralized or decentralized search and replay

Sophisticated and flexible archive management

“Tag” or classify calls with user-defined labels for simplified search and replay

Multiple recording ‘modes’ supported on one platform

ACR 1st release benefits from exclusive application-specific licensing

– For customers with CM 5.1+/AES 4.2.2+, no need to license TSAPI/DMCC.

14


ACR Recording Options

100 %, Full Time recording

Agent controlled start/stop

Live call monitoring

Additional Recording Modes

Meeting recording

Executive recording

On-demand recording

15

PRESS RECORD HERE

This portion of the call is recorded

On-Demand


Strategic Application for Contact Centers

Quality MonitoringEn

terp

rise V

alu

e


Traditional WFO

Record, Store &

Playback

Quality Monitoring

WFM

eLearning


CustomerExperience




Performance Mgt

Customer Feedback

Speech Analytics

Data Analytics

16


Assess agent performance

– Evaluate multimedia calls and application use

– Rules-based recording

– Live Monitor

– Easy to create evaluation forms

Recording supported for wide range of contact center needs

– Inbound and outbound calls

– Phone, email, webchat

Integrated with Performance Management and eLearning

Optional Contact Visualizer analyzes recordings

ASD for designing solutions

AE Services Trusted License (no need to buy TSAPI or DMCC RTU)

Quality Monitoring Capabilities

17


Easy to Use and Intuitive

Rules-based recording easy to set up

– Random

– Schedule-based

– Event-based

Easy playback of recorded sessions

Evaluation forms are simple to create and auto-populate with information

Reduces admin & training costs

Evaluation screens are easily created and modified

Searches are easy to perform

18


Quality Monitoring Improves Training

Enhance Training Content– Use recordings to develop eLearning

about best practices

– Improve coaching with agent recordings

Identify Training Needs– Evaluations identify eLearning and

coaching needs

– Evaluations assess training effectiveness

19


En

terp

rise V

alu

e


Traditional WFO

Record, Store &

Playback

Quality Monitoring

WFM

eLearning


CustomerExperience




Performance Mgt

Customer Feedback

Speech Analytics

Data Analytics

WFM includes eLearning and Performance Management

Workforce Management (WFM)

20


Preferences

Schedule needs

Vacations

Consistent and fair processes

Participate in WFM process

Communication and information sharing

CostsCreate optimal schedules

Accurate forecasting

Precise resource scheduling

Minimal over/under staffing

Optimized use of overtime

Customer Retention and Business GrowthEnhance customer experience

Minimize crisis management

Provide decision support & management tools

Communicate effectively

Differentiate through service

Premier service for premier and profitable customers

WFM Answers Key Challenges

Employee Satisfaction

21


Workforce Management is MoreThan Just Forecasting and Scheduling


– Sophisticated and flexible techniques for accurate forecasts and schedules

– Patented algorithms targeted at inbound and/or outbound scheduling that manage unique differences in call activity

– Individual Skill and proficiency-based scheduling

– Advanced Adherence management tools

– ‘What-If’ scenarios with Agent Profiles (Phantom agents)

Strategic Planning

– Long term strategic planning – Trending and Special Event handling

Unique Workforce Optimization Integrations

– Unified Interface

– Scheduling of eLearning

– Drill to Interaction from Adherence and Scorecards

– Quality Scores in Scheduling22


Individual agent skill and proficiency Single, multi, virtual and outsourced

sites Inbound and Outbound Multi-media – phone, e-mail, & chat Back Office work Outsourcer coordination Events and training Powerful work patterns and rules Multi-week scheduling Agent-defined preferences Easy to use ASD for designing solutions

Optimize Forecasts and Schedules

Outbound Service Level goals are easy to set23


Performance Management is key to getting to the next level

Performance Management En

terp

rise V

alu

e


Traditional WFO

Record, Store &

Playback

Quality Monitoring

WFM

eLearning


CustomerExperience




Performance Mgt

Customer Feedback

Speech Analytics

Data Analytics

24


Avaya eLearning Components

2525

Content Producer:– Create custom, targeted eLearning clips from recorded interactions– Produce interactive content in a few hours with basic PC skills

Lesson Management–Assign online learning sessions to agents or groups–Deliver eLearning directly to agent’s desktop=–Reports demonstrate agent completion stats, scores, transcripts and adherence to learning breaks.–Automated pop-ups notify agents of learning break times–Learning break assignments info sent to Avaya WFM scheduler–Replace desk drops with online notification and announcement of new information

Competency-Based Learning–All of the above features, plus automated assignment and delivery of eLearning content to agents based on performance in Avaya Quality Monitoring evaluations!


Scorecards Deliver Visibility and Trigger Actions

Performance Management

Views for agents, supervisors, managers and executives

Choose from full range of KPIs (key performance indicators) to design your center’s scorecards

Trends are easy to see

Compare performance against goals

Show info from Quality Monitoring Package too!

26


Customer Feedback & Speech Analytics deliver the Why factor!

Analytics Driven WFOEn

terp

rise V

alu

e


Traditional WFO

Record, Store &

Playback

Quality Monitoring

WFM

eLearning


CustomerExperience




Performance Mgt

Customer Feedback

Speech Analytics

Data Analytics

27


Customer Feedback

Easy to use, standalone IVR (will port to Avaya Voice Portal in a future release)

How it works:

– Customer calls Contact Center

– At end of call, two options:– Agent asks for feedback and transfers caller to

automated Customer Feedback system– Program “return vector destination” in VDN to auto

transfer upon agent disconnect (blind transfer)

– CF System asks dynamic questions about the customer interaction

– Customer uses keypad to provide feedback

– Customer can also leave verbatim feedback

– Business acts on real-time feedback through alerts

28


Customer Feedback: Easy to use

Easy to record IVR questions

No IT intervention required

Easy to modify questions

29

Companies LOVE the ease of use!!!Companies LOVE the ease of use!!!


Customer Experience ManagementGetting a Complete View of the Customer Experience

Bring insights to the surface from interactions that would otherwise be ignored

EVALUATEDEVALUATEDFORFOR

AGENTAGENTQUALITYQUALITY

SPEECH SPEECH ANALYTICS & ANALYTICS & CUSTOMER CUSTOMER

FEEDBACK FEEDBACK

30


Speech and Data Analytics

Customer Complaints

Change policy

Technician didn’t show

Activity fees

Wrong information

Brings the root cause of key business issues to the surface

– Continuously mines all calls surfacing top drivers

– No need to predefine terms or reprocess calls

– Non-categorized calls are used as a reference group delivering true root cause for every category or search results

31


Speech Analytics Address Key Contact Center Pains

VendorVendorManagementManagement

Why Are MyWhy Are MyCustomers Customers

Calling?Calling?

Website Password Issues Website Password Issues Company Saves Op Ex by IdentifyingCompany Saves Op Ex by IdentifyingImprovements to SiteImprovements to Site

Back-office Claims Process Back-office Claims Process LaggingLagging

Timeline Clarification Improves FCR Timeline Clarification Improves FCR from 60% to 70% from 60% to 70%

Marketing Offers Too ComplicatedMarketing Offers Too Complicated Agents Required to Read ScriptsAgents Required to Read Scripts

Less Complicated Scripts and Agent Less Complicated Scripts and Agent Retraining Increases Sales by 18% Retraining Increases Sales by 18%

Dissatisfaction with Specific Dissatisfaction with Specific Financial Products, Rather Than Financial Products, Rather Than Company PerformanceCompany Performance

Agent Training in Cross-Selling Agent Training in Cross-Selling Improves Customer Retention Rates Improves Customer Retention Rates

Products Require Special TrainingProducts Require Special Training Delivers Specific Product Delivers Specific Product

Calls to SupervisorsCalls to Supervisors

Smart Inbox Increases Quality Smart Inbox Increases Quality Monitoring Efficiency by 500%Monitoring Efficiency by 500%

Vendor Failing to Ship Customer Vendor Failing to Ship Customer Welcome KitWelcome Kit

Agents Clarify Timeline with Agents Clarify Timeline with Customers Customers

SalesSalesEffectivenessEffectiveness

First Contact First Contact ResolutionResolution

FocusedFocusedQualityQuality

CustomerCustomerRetentionRetention

Root Cause IdentifiedIdentified ResultsResults

32

© 2009 Avaya Inc. All rights reserved.33


Avaya Aura™ Workforce Optimization 10.1New Content Overview

SIP Recording with Avaya AuraTM Contact Center (AACC) Merged AAWFO 10.0 + NES CRQM 7.0 Recorder software streams Enhanced OS Support

– ACR support for either UC/CC environments (RedHat Linux 5.4 for CM, Windows 2008 for NES CS1000/2100*)– QM desktop application support for Windows 7 and Internet Explorer 8

Full-Time Screen Recording (FTSR) option with ACR

Avaya G13 language localization for QM app User Interface (UI) + On-Line Help (OLH)

Two new Supervisor and Agent Desktop applications:– Performance Management Coaching (Avaya-branded)

– Desktop and Process Analytics (Vendor-branded)

Additional new feature highlights– QM application GUI refresh (easier to use)

– Ability to extract copies of recordings & present via new HTML player interface

– Temporary ACR license key now available beyond the current 5-day limitation

– Upload recordings to more than one Viewer

– Exclude/block recording of calls originating from specific pre-defined area codes

Enable Channel Partners to build services business of their own* NES CS2100 support timing tbd

34


SIP Recording with Avaya AuraTM Contact Center

Drive your business performance by increasing the efficiency of your Contact CenterDrive your business performance by increasing the efficiency of your Contact Center

AACC SIP Recording –Provide bulk and selective audio recording for all incoming calls to the SIP CC that pass through the Avaya Aura Contact Center (AACC) and held in conference by Media Server

–AAWFO 10.1 for CM/MBT environment (Dec 2010)

–AAWFO 10.1.1 for CS1000* environment (March 2011)

AACC Hybrid Recording ACR works in a hybrid mode so that it can use both

– MAS-based SIP CC recording for inbound calls– CM (AES DMCC/TSAPI) or CS1000/CS2100 (AML/MLS) for non-SIP recording

of agent-to-agent calls and outbound from agent’’s personal DNFull functioning Quality Monitoring (QM) for computer screen recordings and have the KPI & score carding tools to improve agent performance using DMCC or AML

SIP solution

SIP solution

Hybrid solution

Hybrid solution

Agent extension +

outbound recording, and QM

Agent extension +

outbound recording, and QM

35


Merged Avaya & NES CRQM Software Streams

• Reduces my system's complexity and maintenance costs

• All data migrated / upgraded from previous QM, WFM, Scorecards, Coaching and Learning applications releases

• WFO recorder product that will serve my Avaya or NES heritage UC and CC environment

• Products are merged into one ACR that can support either classic Avaya CM or classic NES CS1K

Five Key Solution

Areas

Avaya NES • Reduce support costs• Data from previous

ACR 10.0 and NCR 7.0 to be migrated/upgraded.

Avaya NES


Full-Time Screen Recording (FTSR)

Screen Capture:

– Full-time computer (FTC) screen recording of my agent’s desktop

– All PC activity is recorded in addition to the voice interaction

– Viewer interface is enhanced to accommodate search & replay recorded screen interactions

– The ACR solution has been enhanced to accommodate centralized search and replay of voice and screen interactions as well as centralized archiving

– Support for environments that have implemented Payment Card Industry (PCI) standards (i.e. Pause/Resume functionality)

37


Avaya Aura™ Workforce Optimization 10.1Quality Monitoring Application G13 Localization

QM app software User Interface (UI) and On-Line Help (OLH) with G13 localization!!!

ACR app software to again include G13 plus Arabic & Dutch localization for UI and OLH

WFM app software is G13 localized

AVAYA CONFIDENTIAL Provided only under Non Disclosure Agreement

38


Avaya Contact Recorder

CM environment – Support new installations on RedHat Enterprise Linux (RHEL) Release 5.4, 32-bit

CS environment– NES CS1000/2100* environment Microsoft Windows 2008 Server R1 or R2, 64-

bit, Standard and Enterprise Editions

The release notes for each version always contain the most up to date OS support info

Other AAWFO Applications

QM and WFM client desktops– Microsoft Windows 7 and Internet Explorer 8

Application Servers– Same requirements as AAWFO 10.0 MS Windows 2003 and SQL 2003, 32-bit.

Avaya Aura™ Workforce Optimization 10.1OS Support Enhancements

* NES CS2100 support timing tbdAVAYA CONFIDENTIAL

Provided only under Non Disclosure Agreement39


Avaya Aura™ Workforce Optimization 10.1Desktop and Process Analytics

Solution Description Benefits

Desktop Application Tracker

• Capture employee desktop application activities• Compare against employee’s scheduled

activities

• Comprehensive management view of employee adherence

• Lowers cost of operations

Advanced Desktop Analytics

• Define and detect application events to measure workload.

• Tag data to recorded interactions• Stop/Start/Recording Control.• Capture and analyze application activity.• Report on individual + aggregate application

usage

• Use desktop info to better schedule required # employees to meet service level.

• Enhance compliance with privacy regulations, by avoiding the capture of sensitive customer information.

• Reduce liability, by recording select interactions and tagging relevant screen information for easy retrieval later.

• Identify and correct inefficient and inappropriate application usage

Strategic Desktop and Process Analytics

• Everything in Advanced, plus the following• Define specific processes, then track volume and

status of workflow in each• Use sequences of trigger data and application

usage patterns • Graphically depict the actual steps that agents

follow in the applications on their desktops as they complete a specific process or task

• Enhance agent performance, with visibility into off-phone activities and processes of employees / workflow.

• Improve agent productivity, by using data from actual interactions to reduce cycle times and help close the gap between top and bottom performers.


40


License enabled – Optional add-on Automatic / Manual generation of coaching sessions based on skill gaps Native integration with Perf Mgmt, Scorecards, QM, eLearning and WFM Coaching sessions gather input and activity of both coach and trainee

Avaya Aura™ Workforce Optimization 10.1Performance Management Coaching

Coach and trainee have time necessary for sessions to occur through integration with WFM.

A wide variety of attachment types can be used to support coaching sessions


41


Avaya Aura™ Workforce Optimization 10.0 A Few Unique Differentiators vs. The Competition

Feature: AES Application-Specific Licensing*Benefits: No need to configure and pay for separate DMCC & TSAPI licenses

Simpler design and less costly * pre-requisite is CM 5.1 + AES 4.2.2 (or newer of

each)

Features: Skill Synchronization and Skill Assignments + Reserve AgentsBenefits: More efficiently meet service level targets

Deliver higher quality of service

Feature: Suite of special interfaces between Avaya CMS & OA reporting / admin apps & WFM Benefits: Agent forecasting and scheduling efficiencies

CC manager productivity enhancements

Feature: Suite of special interfaces between Avaya Proactive Contact dialer app and WFM with patented outbound algorithms to manage the intricacies of outbound calling & scheduling

Benefits: Provides more comprehensive reporting data

More intelligent agent scheduling

Feature: Suite of special interfaces between Avaya Proactive Contact dialer app and WFM with patented outbound algorithms to manage the intricacies of outbound calling & scheduling

Benefits: Provides more comprehensive reporting data

More intelligent agent scheduling


Contact Recording


42


Avaya Aura™ Workforce OptimizationOur Customer Value Proposition

A complete unified WFO solution– Unique to Avaya

– Not available from any other vendor

In the DNA of Avaya AuraTM Contact Center

Available through Avaya Partners, or Direct from Avaya

– Fully supported by Avaya Sales and Services organizations

43

Investment Protection with Future Releases– Unique native integration with Avaya Unified Communications, Avaya

Aura TM, Avaya AuraTM Contact Center, Performance Center, Agent Desktop, Control Manager, Voice Portal, and Proactive Contact

– Support for IP, TDM and SIP environments

– A common recording solution for ALL Avaya customers, i.e., new, Avaya-heritage or NES-heritage



Avaya Advisory ServicesAvaya Advisory ServicesFormulating a clear plan with predictable business outcomes

Services: Ensuring Value & Success

Business Communications Advisory Services

Identify and qualify business improvement communication strategies

•Identify business requirements through structured discovery & review •Unite business needs and technical capabilities•Align with key stakeholders

Prioritizes an architectural roadmap which delivers cost savings to help fund future technology investments•Assess and prioritize business needs•Discover and quantify cost savings opportunities•Implement and measure

Self-Funded RoadmapTechnical Advisory

Services

Technical support services, including architecture design reviews, network migration analysis, and more•Recommendation on design, approach and solutions that can deliver reliable and best-in-class capabilities

© 2009 Avaya Inc. All rights reserved.© 2009 Avaya Inc. All rights reserved. 45

End-to-End Avaya Services

Maximizing value with a comprehensive suite of services

Avaya Professional ServicesPlan, Design, IntegrateDrive business results with communications technology

Global Support ServicesSupportMaximize the value of your investment

Avaya Operations ServicesOperateHolistically manage your environment


It’s Integrated • Unlike the competition, AAWFO does not require the separate

configuration and licensing of DMCC, TSAPI and CTI

It’s Fully-Backed by Avaya• Avaya is your sole vendor for WFO, from initial sale through to

installation and on-going support

It’s a Truly Unified Suite • Unlike the competition, AAWFO components share a single

database and common management GUI

It Grows with your Investment• Future releases of AAWFO will offer single sign-on, an integrated

workspace, and data/KPI sharing with Avaya Performance Center resulting in more accurate scheduling, more effective coaching and ultimately, a better customer experience

No Better Option for Avaya Contact Center Customers Who Wantto Extract Maximum Value from Current and Future Investments

Why Choose Avaya Aura™ Workforce Optimization?

46AVAYA CONFIDENTIAL Provided only under Non Disclosure Agreement


Thank You!

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