Avaya Aura ® Contact Center 6.2 NDA Presentation.

Avaya Aura® Contact Center 6.2NDA Presentation

© 2010 Avaya Inc. All rights reserved.

Agenda

Avaya Aura Contact Center (AACC) Introduction

AACC 6.1 Recap

AACC 6.2 Overview

Scalability Increases

Supported Systems

Enhancements to the “AACC Agent Experience”

Orchestration (Workflow)

Management and Performance

Operational Enhancements

2


Avaya Aura™ Contact Center

3

What is It? A context-sensitive, inbound/outbound voice and

multi-media solution that lets enterprises anticipate, automate and accelerate customer interactions

Why does it Matter? Solution addresses end to end experience management Allowing companies to react to

Changing demographics,

New economic realities

Rapidly growing new modes of communication

How does it Work? Intelligent, holistic, workflow of multiple media types Customer context preservation throughout interaction Drag and drop Service Creation Environment Common administration and unified reporting Unified agent desktop Integrated progressive and preview outbound dialing Leverages Unified Communications infrastructure of CM or CS1000

Adds Multimedia capability to CM and CC Elite implementations Unified multimedia customer

contact

Customers

VoiceE MailIM /Chat

© 2010 Avaya Inc. All rights reserved. 4

Voice Portal Integration

Embedded soft-phone for Avaya Aura™ Agent Desktop for Communication Manager Configuration

Multimedia Adjunct to CC Elite

Workforce Optimization (WFO) Integration

Integration with Salesforce.com

Avaya Aura™ Contact Center 6.1


AACC 6.2 OverviewKey Messages

AACC and Elite Integration Option– Single, unified agent desktop– Consolidated reporting across channels

Context-rich Collaboration– Avaya Aura Session Manager 6.1 with

Avaya Aura Presence Services

Virtual Contact Center– Multi-site networking between

AACC nodes– Avaya Aura Communication Manager,

Avaya Session Manager and Avaya NES Communication Server 1000

Business Continuity– Industry leading resiliency and availability

5

A unified, next generation contact

center solution

Improve First Contact Resolution (FCR)

Impact Agent Productivity

Reduce Total Cost of Ownership (TCO) via a Centralized

Management Model

Reduce Total Cost of Ownership (TCO) with virtually zero

downtime


AACC 6.2Scalability and Supported Systems

Avaya PlatformSupported Releases

Concurrent Voice Agents

Concurrent Multimedia

Agents

CC Elite Adjunct 3x,4x,5x,6x Per Elite on CM release limit

3,000

Avaya Aura (CM-MBT) 5.2.1 300 300

Avaya Aura (CM Standalone) 5.2.1 1,000 1,000

Avaya Aura (with Session Manager)

SM 6.1,CM 6.01, AES 6.1 3,000 3,000

CS1000 SIP 5.x, 6.x,7.x 1,500 1,500

CS1000M AML 5.x, 6.x, 7.x 2,250 2,250

CS1000E AML 5.x, 6.x 3,350 3,000

CS1000E AML 7.x 5,000 3,0006


AACC 6.X Server Requirements

Minimum(installing on existing infrastructure)

CCMS CCMA CCT CCMM NCC AMS

CPU Quad Xeon 2.8GHz Quad Xeon 2.8GHz *

Dual Xeon 2.0GHz

Dual Quad Xeon 2.5GHz

No. Cores 4 2 8

RAM (GB) 8 4 8

Disk Type(s) and Speed (Min) SCSI, SATA, SAS7200 rpm

SCSI, SATA, SAS

15000 rpm

Minimum Disk Size (GB) 260 60 81 440 83 150

Network Interface 100MBit/s

* Will support up to 600 MM Agents. For 600-1000 MM Agents, a Dual-Quad Xeon is required.** 16-core server currently under evaluation with a view to replacing existing 8-core offering

Recommended(installing on new infrastructure)

CCMS , CCMA, CCT Co-Res CCMM NCC AMS

CPU Dual Six-Core Xeon 2.4GHz (or greater)

No. Cores 12

RAM (GB) 12

Disk Type(s) and Speed (Min) SCSI, SATA, SAS7200 rpm

SCSI, SATA, SAS

15000 rpm

Minimum Disk Size (GB) 500 1000 100 150

Network Interface 1000MBit/s


AACC Server Footprint Guidelines(CM configurations, excl. UC hardware)

AACC 6.2(Based on IBM x3550M3 Server)

Single Server

Multi-Server Configurations

Voice-Only Voice + Multimedia

Voice Agents 300 1000 1500 500 1000 3000

Multimedia Agents(Email, Web Comms, IM) 300 N/A N/A 500 1000 3000

Co-Resident MAS Yes No No No No No

No. AACC App Servers 1 1 1 1 2 2

No. MAS Servers (Linux) 0 1 2 1 1 3

Total No. Servers (non-HA) 1 2 3 2 3 5

Total No. Servers (HA) N/A 4 6 4 6 10

AACC 6.0/6.1(Based on IBM x3550M2 Server)

Single Server

Multi-Server Configurations

Voice-Only Voice + Multimedia

Voice Agents 200 500 1000 400 600 1000

Multimedia Agents(Email, Web Comms, IM) 200 N/A N/A 400 600 1000

Co-Resident MAS Yes No No No No No

No. AACC App Servers 1 1 1 1 2 2

No. MAS Servers 0 1 2 1 1 2

Total No. Servers 1 2 3 2 3 4

Figures are guidelines only based on typical configurations.


AACC 6.X Capacity Breakpoints

500 1000 1500 2000 2500 3000Active Concurrent Agents

AMS

CCMA

CCMS

CCT

CCMM

CCMA

CCMS

CCT

CCMM

300

AMS

600

CCMA

CCMS

CCT

AMS

CCMM

1000

CCMA

CCMS

CCT

AMS

CCMM

2000

AMS

CCMA

CCMS

CCT

AMS

CCMM

AMS

AMS

3000

4 servers

5 servers• All servers are dual six-core machines.• AMS servers are Linux based.

3 servers


Avaya Aura Contact Center Supported Phones with AACC 6.2

10

CM Configuration

H323• Avaya16xx series IP Deskphones• Avaya 46xx series IP Deskphones• Avaya 96xx series IP Deskphones• One X communicator 5.2 or later• Embedded H3232 Softphone

within Avaya Aura Agent Desktop Digital• Avaya 24xx Digital Phones• Avaya 64xx Digital PhonesSIP Stack• Avaya 96xx series IP Deskphones

running the 4620SIPCC load

CS1000 Configuration

IP/Unistim Stack• Avaya 11xx series Deskphone• Avaya 12xx series Deskphone• Avaya 2002 IP Deskphone• Avaya 2050 IP Softphone• Avaya 2004 IP Deskphone• Avaya 2007 IP DeskphoneDigital• Avaya 3904 Digital Deskphone• Avaya 3905 Digital Deskphone


AACC 6.2Agent Experience

Unified Agent Desktop– Fully blended for both AACC and Elite– Ideal for those Call Center Elite customers who want to add AACC– Designed for Call Center Elite customers migrating from either Avaya

Interaction Center (IC) and/or Avaya Contact Center Express (CCE) to Avaya Aura Contact Center Multimedia

Complete Contact History across Supported Media Types– AACC 6.1 provided contact history of all

non-voice contacts– AACC 6.2 provides history for all

contact types, including voice

11


AACC 6.2Presence Services

Agent Desktop with Integrated Presence Services– Adds support for Avaya Aura® Presence Server– Adds support for Microsoft OCS 2007

Use Customizable Expert Lists – Ensures a dynamic view for the user

– Based on keyword analysis

Agents can Access “Anywhere Expertise”– Reach other agents or supervisors within your contact center

– Reach Non-CC Experts elsewhere in your enterprise

12

Ensure greater

opportunity for first call resolution


Multimedia Companion for Call Center Elite Voice off Avaya Communication Manager

13

AACC Voice agent licenses are not required when only using multimedia on AACC: Expand Call Center Elite with full multimedia capabilities!

Avaya AuraCall Center Elite 6.0

Avaya AuraCommunication Manager 6.x

Avaya AuraContact Center 6.2

Voice and Multimedia: Avaya Agent Desktop (AADD)

Avaya Voice Portal / Experience Portal

(Optional)

Avaya AuraSession Manager

(Optional)

Voice

CMS IQ

Recording

Avaya Contact CenterControl Manager

(Optional)

Unified Agent Administration Unified Agent Desktop Unified Reporting and

Performance Management

Multimedia


14

Multimedia Companion for Call Center Elite(continued) Unified Agent Administration

– Avaya Contact Center Control Manager– Single administration point for adds, moves, changes for

Call Center Elite and Avaya Aura® CC 6.2 agents as well as other Avaya Contact Center Business Unit created solutions

Integrated Agent Desktop and Reporting– All contacts through Avaya Aura ® Agent Desktop – Avaya IQ 5.2 reports on both Voice from CC Elite and Multimedia from

AACC

Unified Voice and Multimedia Contact Management– Call Center Elite voice

– existing applications continue uninterrupted (Avaya Voice Portal, Call Management System, Avaya IQ, recording, etc.)

– Avaya Aura Contact Center 6.2 multimedia– email, web chat, SMS text, fax and white mail, social media via Avaya Social

Media Manager

14

AACC Multimedia – evolving from adjunct to integrated solution


AACC 6.2 Agent Greetings

Allows agents to pre-record greeting– Agents can record different greetings for each skillset to

which they are assigned

– Greetings automatically played at start of interaction; gives agent a moment to review customer information

– Option to use different greetings for different times of the call-taking day (morning – afternoon – evening)

– Default greetings for use if no skillset specific greeting has been recorded

15


AACC 6.2Multimedia Enhancements

Web Chat enhancements– Supervisor Web Chat Observe

– Supervisor Web Chat Barge-In

Leverage Avaya Social Media Manager– Social Media is supported as an Email Contact

– Display of contact type and sentiment

– Agent interacts with Social Media site

16


AACC 6.2 Off-Site Agent Support

Facilitate Engagement of Offsite Agents– No special equipment for agents needed

– Once logged in, remote agents have access equivalent to an AACC on-site agent, fully under the control of management

Available with both CS1000 & Communication Manager– Avaya NES Communication Server 1000 AML:

– Similar solution as for Avaya Aura Offsite Agent 6.0

– Administration integrated into CCMA

– Avaya Aura Communication Manager with SIP:– Agents can specify telephony modes

(such as telecommuter)

17


AACC 6.2Orchestration

Avaya Orchestration Designer 6.0 provides a common “Service Creation Environment” for:– Avaya Aura Contact Center 6.2

– Avaya Aura Experience Portal 6.0

Create and manage contact center and self-service applications with a single workflow tool– Combines the best of Avaya NES SCE (Service Creation

Environment) and Avaya Dialog Designer

– Create workflows for Avaya Aura Contact Center

– Create CCXML and VXML applications for Voice Portal (VP), Interactive Response (IR), Media Processing Server (MPS), Interactive Communication Portal (ICP) and/or Avaya Aura Experience Portal

18


Avaya Voice Portal 5.1 and Avaya Aura Experience Portal 6.0 integration for

Intelligent agent selectionAdvanced wait treatment

IVR treatment (credit card authentication, auto call completion)

Software based platform leverages existing IT investments

Best in class business continuity

Flexible architecture supports tens of thousands of concurrent ports

Built in application reporting / analytics

Investment protection for legacy applications

AVP / AAExPfor Self-Service

End Customer

AACC 6.2 and Self-Service IntegrationFront-end and Back-end Self Service

AACC

AACC for Assisted Service

Leverage “Experience Portal First” and Mid-Assignment Integration


AACC – Workflow Enhancements

Introducing some Avaya Business Advocate features into AACC

Service Level Workflow (SLW) based on Target Service Level– Service level target instrumental in workflow decisions– Goal: minimize callers experiencing wait times which exceed the

targeted service level goal

Dynamic Agent/Skillset match based on Target Service Level– Reduces wait time by assigning “dynamic skillsets” to “reserve” agents– Reserve agents activated if skillset Expected Wait Time (EWT)

exceeds the targeted service level– When EWT falls below the targeted service level goal, reserve agents

released– Administrator selection of AACC EWT or Enhanced EWT


AACC 6.2Management and Performance

Avaya IQ 5.2 unifies reporting for Call Center Elite voice and AACC multimedia channels– Supports reporting for multiple contact handling (multiplicity)– Can query by agent name

Notes: – Reports on AACC

multimedia channels only– Currently AACC Voice

contacts are not reporting in IQ; Leverage AACC reporting for AACC voice

212121


AACC Virtual Contact Center Support

1. Multiple AACC instances are treated as a single virtual agent pool.

2. This means that any skillset can span multiple AACC nodes and leverage Network Skills Based Workflow (NSBW)

3. This “pooling effect” maximizes enterprise service with reserve agent reservation capability

4. AACC Virtual CC Support delivers scale, high availability, and geographic resource distribution

22

Avaya Aura

Contact Center

Avaya Aura

Contact Center

Avaya Aura

Contact Center

Avaya Aura

Contact Center


AACC#3

Communication Manager/

Session Manager

AACC#2

CS1000SIP

AACC#1

CS1000AML

23

Virtual CC Support across Avaya Call Servers

Network Control Center (NCC)

Skill #1

Skill #2

Skill #3

Skill #4

Skill #5

Network Skillsets

AACC Administrator


AACC 6.0(July 2010)

AACC 6.1 (November 2010)

AACC 6.2 (June 2011)

Avaya NES CS1000 AML

Campus HA, failover -> ACD Fallback

Geographic High Availability, 1 additional data center

Avaya MBT

Mid-Market Campus High Availability, failover

(AACC similar to MBT platform performance)

Avaya Communication Manager (CM) + SIP Enablement Services (SES)

Avaya NES CS1000 SIP

Aura Communication Manager + Session Manager

Not Applicable

Not Applicable

Campus High Availability, MAS HA

Geo HA

Enhancing Business Continuity High Availability of Media Services and Application Engines


AACC Delivers Business Continuity!

Avaya Media Server preserves sessions during failover

Avaya Aura Contact Center core functions provide rapid transition for all key functions in high-availability

Zero Touch Auto-Recovery of the Agent Interface– Agent Login, Ready state automatically preserved

Preservation of both “session and SIP stack state” in real-time

25


Primary Site: Hot Standby Campus AACC

WA

N

AES 6.1 Active

AES 6.1 Standby

AACC (A) AACC (S)

CCMM (S)

AACC (W)

SM #3 6.1

AACC Geographic + CM Survivable Core

Branch: Warm Standby AACC

AMS 7.x (S)

AMS 7.x (A)

SM #1 6.1 SM #2 6.1

CM 6.0.1 Active

CM 6.0.1Standby

Survivable Core

G4xx G4xx

AES 6.1

AMS 7.x

PSTN

RTP

SIP

TR-87

ASAI

SIP

TR-87

ASAI

Note new name for ESS/LSP : CM Survivable (Processor)


Avaya Media Server for CS1000 AML

27

Delivered as part of Avaya Aura® Experience Portal 6.0Minimum releases:

Avaya NES CS1000 7.0 or 7.5Avaya Aura Contact Center (AACC) 6.2

Delivers AACC integrated IVR capabilities accessed from within the AACC workflow environmentPlay prompt with treatment IDCollect Caller-Entered Digits (DTMF) digits

AMS 7.0 based – utilizes clustering for HA and scaleSIP integration to CS1000Replacement for (but cannot co-reside with) CallPilot


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Avaya Aura ® Contact Center 6.2 NDA Presentation.

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