Automated Voice and Multimedia Services with Avaya Aura ® Experience Portal.

Automated Voice and Multimedia Services with Avaya Aura® Experience Portal

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 22

Market Trends and Dynamics

Customers Evolving Fast• Adoption of web, mobility, social media • Social networking eclipses email in global reach

Customers Evolving Fast• Adoption of web, mobility, social media • Social networking eclipses email in global reach

New Customers Are Different• Expect instantaneous service, instant gratification• Far-reaching impact of individual experiences

New Customers Are Different• Expect instantaneous service, instant gratification• Far-reaching impact of individual experiences

Differentiate Your Customer Experience • Change creates opportunity for distinctive service• Avaya provides solutions to manage the experience

Differentiate Your Customer Experience • Change creates opportunity for distinctive service• Avaya provides solutions to manage the experience


Interactions are Changing

Customer Satisfaction Risks

are Increasing

Demographics are Changing

Consumers Driving Massive Change

Sources: PricewaterhouseCoopers LLP and Retail Forward, Owned by Kantar Retail; Webtorials Editorial/Analyst Division; and Yankee Group, 2009, McKinsey

The VALUE of Any Interaction IsDefined By Its CONTEXT


Addressing Your Business Requirements

IT

Flexible services based architecture – runs on commodity HW and standard Linux OS

Open standards for lower cost integration and customization

Multi-purpose platform supports multi-channel inbound/outbound

Lower TCO from common management and administration streamlining application delivery and platform management

Personalized, consistent cross-channel experience

Seamless handoff between assisted and automated service

Single view of customer

Consistent experience for inbound and outbound interactions

End Customer

Improved first contact resolution

Service customers across additional channels

Consistency across assisted and automated services and workflows

Lower service costs delivering context based interactions for higher containment rate within self service and potentially shorter handle times within assisted calls

Business Operations


How Avaya Can Help

Key Needs Avaya Solution Advantages


Avaya Leadership in Service Automation

#1 NA IVR/Voice/Experience Portal Systems Market

30+ years in IVR and contact centers

8,000+ systems, over one million ports deployed globally

Customers in virtually all industries & segments

Multi-year, multiple award winning applications

*source: Frost & Sullivan U.S. IVR (Interactive Voice Response) System Markets F658-76


What Avaya Customers Have Achieved

Delivering an Exceptional Experienceat the Lowest Cost

Fewer calls routed to agents despite 11% increase in traffic

Faster time to market by via reduced provisioning time

Fewer agents to meet or exceed performance goals

Faster application deployment compared to legacy system

Note: Results based on customer success with Avaya Voice Portal 5.1 or earlier


BUSINESS INTELLIGENCE

PERFORMANCE MANAGEMENT

Avaya Contact Center Vision

Personalized Experience Management

AssistedVoice Services

AssistedMultimedia

Services

WebServices

Fixed, Mobile, Social

AutomatedVoice ServicesInbound & Outbound

Automated MultimediaServicesInbound & Outbound

BusinessProcesses &Applications

ENTERPRISE WORK ASSIGNMENT

SERVICE ORCHESTRATION


The Avaya Aura® Contact Center SuiteDelivering Personalized Experience Management

IVR Web Chat Email

AutomatedExperienceManagement

Chat Email

MMS

MMS

SMS

SMSVideo

XML

WebVoice

Agent Environment

Performance Management

Assisted Experience Management

End to End Services

Reporting Analytics WFO

Avaya Agile Communication Environment (ACE)

or CS1000


Video Kiosk and Video Self Service

Revenue in Queue“Ad Space”

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

Orchestrating a Superior Customer Experience

Self-Service

Proactive Outreach

Advanced Wait Treatment

Speech Enabled

2nd Chance Self Service

Customer Connections Mobile (iPhone/Android)

Call Back Assist

Enterprise Call Routing

AgentJoy

Joe Consumer

ExperiencePortal

A Set of Services as Building Blocks to Differentiate the Customer Experience

PackagedApplications


Automated Voice and Multimedia Services

InboundCustomer

Customer

Customer

CustomerCustomer

CustomerVoice

Contact Center (as needed)

Event Notification

Payment Reminder

Product Promotion

SubscriptionRenewals

ProductSupport

Corporate Directory

Ordering and Payments

Applications

Orchestrate phone, email, SMS text outbound and phone and video inbound interactions – all from one platform

OutboundVoice

Text

Text

E Mail

E Mail

Customer

Customer Customer

Customer

Customer ExperiencePortal

SIP

POM

SIP

ICR


Introducing Avaya Aura® Experience Portal

12

Key Enhancements Latest generation of our industry leading,

multiple award winning Avaya Voice Portal Includes Intelligent Customer Routing option for

added service optimization and cost savings Avaya Aura® Contact Center integration for

intelligent agent selection Wide array of apps: Proactive Outreach,

Callback Assist, Speech Dial, many others

What is It? Software platform for orchestration of automated

voice and multimedia services

Value Proposition Coordinates delivery of best possible multi-

channel customer experience at the lowest cost Simplifies contact center infrastructure

complexity reducing total cost of ownership

Unified ExperienceOrchestration

Customers

Agent Assist

Expert Assist

Self-Service

ContextualCollaborative

Speech E Mail Text Video Social

Aura®Experience

Portal


What’s New - Avaya Aura® Experience Portal 6.0Key Features and Benefits

Key Feature Key Benefit

Avaya Aura® Contact Center 6.2 Integration

• Improves customer experience, satisfaction, loyalty - Seamless handoff of contact and context between automated and assisted service

Intelligent Customer Routing (ICR) optional deployment option

• Improves customer experience, agent efficiency, first contact resolution

•Lower service costs by optimizing experience through lowest cost service channel

•Simplifies and reduces infrastructure requirements resulting in reduced costs and TCO

Avaya Media Server (AMS) integration

Simplifies future implementations with Avaya Aura Contact Center


Avaya Aura® Orchestration Designer

What’s New? One tool for design, simulation, maintenance of

inbound/outbound self service and AACC scripts Supports Avaya Aura® Experience Portal,

Aura® Contact Center, Voice Portal, MPS, IR Leverages best practices from Avaya Dialog

Designer and SCE for Contact Center Built on Eclipse open source framework for

easier integration with other 3rd party tools It’s FREE! Ships at no cost with many of our

platforms or downloadable from DevConnect

What is It? Single design tool for Avaya Aura® Contact

Center suite customer experience applications

Why does it Matter? Accelerates application design and time to

market, lowers development costs, and improves your response to what customers want


Key Feature Key Benefit

Single development environment for Experience Portal and Avaya Aura® Contact Center

• Improve time to market of new or updated customer experience applications by streamlining service creation design, deployment, management

Single tool for Media Processing Server, Voice Portal, and Interactive Response applications

• Single recommended design tool for design, deployment and management of legacy applications• Not additional tools required for migration of AAOD applications to Aura® Experience Portal

Flexibly install - AACC Scripting Contact Center Module only, AAEP Development Self Service Module only, or combination of both

• Efficient and consistent workflow design for assisted and automated customer service• Addresses potential organizational need to separate design for assisted and automated customer care applications

MPS application support • Lowers migration cost from MPS developer to OD• Improve design proficiency in a mixed MPS developer/AAOD environment

Application Simulator support for 3rd party speech engines (ASR/TTS) through MRCP

•Improves quality, reduces rework time/cost, improves time to market of applications, particularly in more complex environments

What’s New Aura® Orchestration Designer 6 Key Features and Benefits

15


Media servers

Experience Portal Architecture

16

Live Agent(only as needed)

Campaign and Customer Data

Orchestration Designer

ApplicationServer

(existing or new)

Orchestration Designer Apps

VoiceXML AppsCTI Apps

ExperiencePortal

ManagerVoiceXML Interpretation

Call ClassificationTelephony

Admin/ConfigurationLicensingReportingDatabase

EmailServer E Mail

SMSCSMSCText

VoicePSTNPSTN

Experience Portal

Proactive Outreach Manager

Campaign ManagementSMS Gateway

Email

IntelligentCustomerRouting

Media serversExperience

Portal Media servers


Management and Administration Centralized management

– User and system maintenance

– System configuration

– Monitoring and alarming

– Multi-tenancy

Application and systems reporting– On-demand and custom report

creation

– Report scheduling & delivery

– Open database and published schema for 3rd party access

– Integration with Avaya IQ and Operational Analyst

Also covering ICR and Proactive Outreach Manager


Avaya Automated Voice and Multimedia Apps


Traditional vs. Intelligent Customer Routing

PSTN

ACD ACDACD

PGPG PG

Pre-Route

CTI

IVR

TNT

Every call costs money with take back and transfers

Parallel networks for pre-route and CTI

Every call takes up ACD ports even if only completed in

the IVR

ACD ACDACD

All calls stay on-network

with no PSTN costs

Free up ACD ports, reduce

maintenance, and reduce complexity

Eliminate all parallel CTI

networks

Pre-Route

SIP GW

PSTN

AvayaAura®

ICRpowered by

Experience Portal

Move in Front

Eliminate

X

IVRIVR


ICR Deployment Options and Models

Single-CM Multi-CM(Single Datacenter)

Multi-CM(Multiple Datacenter)

Caller identification, self service on AVP

Transport call context data on SIP header

In addition…

Intelligent load balancing across ACDs using real-time

operational and business data

High-redundancy within a single datacenter

Duplicated infrastructure within a site

All that, plus…

Leverage distributed ASM model

Resiliency across multiple locations

High scalabilityand reliability

Wait treatment on either VP or CM


Intelligent Customer Routing

CC Site 1

IQ

Agents / screen-pop

ICR Application

CC Site 2

Agents / screen-pop

CC Site 3

SIP

CM 5.0

PSTN

1. Customer contacts the contact center

2. Contact is queued at the edge; ICR interrogates Routing Module for routing instructions with SIP message context

3. Routing Module sends updated policy based route; ICR routes to best site selection

4. Call context is delivered via SIP to contact center representative

1

2

3

4 4 4


“Hello Mrs. Jones, we

are calling today to

alert you about a

pending charge to

your account…”

“Hello Mrs. Jones, we

are calling today to

alert you about a

pending charge to

your account…”

Proactive Outreach Manager

Runs on Experience Portal or Voice Portal

Reduce Costs by sending interactive alerts, status changes, appointment reminder messages– Reduce labor costs by proactively serving

customers through lower cost channels – Reduce or shape inbound call traffic

Increase Revenues and margins by automating mass personalized cross-sell / up-sell campaigns– Create “opt-in” campaigns to promote new

products and services, upgrade eligibility

Improve Customer Satisfaction by proactively satisfying anticipated customer needs– Personalize messages and make contact

based on customer communication preferences

22

Software application for creation and management of automated outbound phone, email, text campaigns and communications

“Thank you for your order!

Sign-up for updates and

special discounts at

www.avaya.com today!”

“Thank you for your order!

Sign-up for updates and

special discounts at

www.avaya.com today!”

http://www.avaya.com/

http://www.avaya.com/


Speech Dial

Call a person or department without having to know number– Callers may be internal, external, or both

– Avoid locking names to numbers

Optimal dialog to maximize connection rate and minimize time-to-connection– Dialog is the solution

– Usability is highest priority

Doesn’t replace the operator, but automates routine inquiries– Defer to a real operator if necessary

Runs on Experience Portal

Ultimate aim: replace dial tone with Speech Dial Tone


Callback Assist

Offer callers option to be called back (immediately or at a requested time) by CSR without losing place in queue

Levels call traffic without adding agents, reduces wait times and related toll charges, improves customer experience

How does it Work? – During peak call volumes, announces estimated wait time

and presents callers option for a callback

– Integrated with the Avaya Aura® Contact Center suite

– Leverages CMS, IQ or OA reporting

– Supports both CTI and SIP environments

24


Video Kiosk and Mobile Video Self Service

CustomerInitiatesQuery

Self Service

Align to meet business objectives

Extend service at the branch and the home

Video self-help, wait-treatment, 2-way collaboration

2-WayConference Video

Agent shares: Video Documents Web Pages

“Across the Counter” Customer Service with Customer Connections Video


Application Development


Avaya Aura® Orchestration Designer 6.0

27

Avaya Aura® Orchestration Designer

AACC Scripting AAEP Self Service

Eclipse

Call Flow Prompt

Connectors Grammar

Contact Router

Data Cards

SimulationOutline ProblemsNavigator


Avaya Aura® Orchestration Designer 6

Complete Development and Simulation Environment for Speech and Video Applications

Supports– Aura® Experience Portal – Aura® Contact Center– All other Avaya self service platforms

MPS (VXML), IR (VXML), VP Combines the best of

– Dialog Designer – Service Creation Environment (SCE für CC)

Extensible (Pluggable Data Connector) Available at no cost with AACC, AAEP und MPS

– Download through avaya.com Based on Eclipse Framework

– Integration with development tools of other vendors.


Create your own integration with Pluggable Data Connectors

Create Experience Portal connectors – Reusable, lower cost of application development

– Simplifies integration in many cases such as: – Packaging complex web services

– Integration for systems without web services

– Third party connectors

– Developers can license their PDCs

Supports– Items on Data node palette for data connectors.

– Custom variable types; items on Variable Editor palette

– Runtime framework integration

MQMQInterfaceInterface

MQConnector


Product Strategy and Roadmap

30

Delivered 2011

AssistedExperience Management

PerformanceManagement

AutomatedExperience

Management

Contact Center SuiteContact Center Suite2012+

Next Generation Platform Next Generation Platform ExpansionsExpansions

Avaya Aura Contact CenterAvaya Aura Contact Center

Avaya Aura WFOAvaya Aura WFO

Avaya CC Control ManagerAvaya CC Control Manager

Avaya Aura PerformanceCenter

Avaya Aura PerformanceCenter

Avaya Aura ExperiencePortal

Avaya Aura ExperiencePortal

Avaya Proactive OutreachManager

Avaya Proactive OutreachManager

Avaya SocialMedia ManagerAvaya SocialMedia Manager

Avaya Aura Contact Centerwith EnterpriseWork Assignment

Avaya Aura Contact Centerwith EnterpriseWork Assignment

Workflow AnalyticsWorkflow Analytics

Extended AgentDesktopExtended AgentDesktop

Video-EnabledMobile Contact:Agents, Supervisors, and Customers

Video-EnabledMobile Contact:Agents, Supervisors, and Customers

Proactive VirtualAgentsProactive VirtualAgents

Complete Hosted-Enabled Delivery Option

Complete Hosted-Enabled Delivery Option

Avaya Orchestration Designer

Avaya Orchestration Designer


Innovation and Investment Protection

Keys to Our Approach Portable, reusable VoiceXML applications Common technologies and components

Common application creation environment Platform upgrade entitlements

Keys to Our Approach Portable, reusable VoiceXML applications Common technologies and components

Common application creation environment Platform upgrade entitlements


Ensuring Value Delivery & Success

Business Communications Advisory Services

Identify and qualify business improvement strategies

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

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

Self-Funded RoadmapTechnical Advisory

Services

Includes architecture design reviews, network migration analysis, and more•Recommendation on design, approach and solutions that deliver best-in-class capabilities

Avaya Professional Services


200+ Consultants Globally

– Solution Architects, Speech Consultants

– >100 Lead Developers and Developers

– Quality & Testing resources

– Custom Application Support Consultants

Technical Project Management

Delivery Architecture

• Consulting• Design and

Architecture• Technical

Assessments

SpeechEngineering

• VUI Design• Grammar

Development• Usability

Testing• Tuning• Voice Talent

Coaching

Implementation

• Implementation• Advanced

Technical Integration

• Provisioning

• Development• Unit Testing• Integration

Testing• Custom

Application Support

Software & Custom

Applications

• End to End Solution Testing

• Load/Stress Testing

• Performance Monitoring

Quality AssurancePre Sales

• Discovery• SOW Support• Scoping• Pricing• Client Meetings

Avaya Professional Services - Self Service


Why Avaya? Why Experience Portal?

Improve customer satisfaction Unified inbound/outbound self service Phone, video, text, email automation

Reduce your costs Expanding self-service option lowers cost Eliminate infrastructure complexity

Simplify service design Open standards, shared components Reduce expense, accelerate time to market

Maximize your investments Open standards platform License and application portability Migration and upgrade incentives


Avaya Aura Experience Portal Media Server Roadmap

36

Experience Portal Manager


AMSNortel VXML Interpreter

MPPAvaya Voice

Browser

AACC Basic Ports

AMS

Avaya Voice

Browser

MPP



AMS

Nortel VXML

Interpreter

MPP

Avaya Voice

Browser

AMS

Nortel VXML

Interpreter

MPP

Avaya Voice

Browser

Common Voice

Browser

AMS

Common Voice

Browser

MPP



Common Voice Browser

AMS


AMS


AMS

AAEP 6.0

(Phase 1)Common Administration &

Management &Tooling

AAEP 6.0

(Phase 1)Common Administration &

Management &Tooling

AAEP 7.0

(Phase 2)Common Voice

Browsers

AAEP 7.0

(Phase 2)Common Voice

Browsers

AAEP 8.0

(Phase 3)Full Media Server

Convergence

AAEP 8.0

(Phase 3)Full Media Server

Convergence

2011 2012 2013

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