Avaya Contact Center Control Manager (ACCCM)

2 | avaya.com

In today’s dynamic marketplace customers expect rapid, efficient, and highly effective interactions when communicating with vendors. Any vendor who fails to meet the needs and expectations of consumers quickly discovers that unhappy customers are ready, willing, and able to swiftly take their business elsewhere.

Helping your business compete, ACCCM enables you to:

• Lower labor costs by reducing administration time per transaction

• Improve accuracy with single (rather than multiple) points of data entry

• Leverage non-technical personnel to perform administrative tasks

• Enhance security through role-based permissions

Avaya Contact Center Control Manager – Making the Best Better

Designed to consolidate customer

facing activities across all channels,

Avaya’s robust contact center

solutions help your business address

the challenge of providing

outstanding customer experiences

consistently. Enabling you to

maximize the value of your

investment in our contact center

applications, Avaya Contact Center

Control Manager delivers centralized

administration and management of

our Avaya Aura® Contact Center

Suite including (but not limited to)

Avaya Aura® Call Center Elite (with

Business Advocate), Avaya

Communication Manager, Avaya

Interaction Center, Avaya Contact

Center Express, Avaya Intelligent

Customer Routing, Avaya Proactive

Contact, Avaya Call Management

System (CMS), Avaya Voice Portal,

Avaya Interactive Response, Avaya

Workforce Optimization and even

third-party adjunct contact center

applications.

Complementing Avaya Aura®

Communication Manager with a

range of functionality and

operationally oriented administration

tiers, ACCCM streamlines

management of all Avaya Contact

Center operations, enabling

organizations to respond in real-time

to even the most demanding

customer needs.

Business Benefits

Effectively combining and

integrating management and

administration of a wide range of

Contact Center applications, Avaya

Contact Center Control Manager

complements the full suite of Avaya

Contact Center solutions. Focused

on functional hierarchy and call

center business logic (instead of

technology components and IP

telephony), ACCCM makes it easy to

perform a one-time definition of

entities and data that enable

centralized management and

application of the contact center

functionality of these entities across

Avaya’s Contact Center offerings.

avaya.com | 3avaya.com | 3

Circumventing the need to

administer contact center software

on a system-by-system basis, the

following systems and capabilities

can be set up and managed through

ACCCM’s intuitive and unified

browser-based interface: Avaya®

Aura Communication Manager,

Computer Telephony Integration

(CTI), Integrated Voice Response

(IVR), call recording systems, Vector

Directory Numbers, Policy Routing

Tables, Vectors, Skills, Service Hours

Tables, Vector Routing Tables,

Holiday Tables, Agents, extensions,

call flows, IVR working hours,

dynamic prompts and menu content.

Avaya Contact Center Control

Manager features a broad array of

centralized security features

including the ability to apply role-

based permissions for every object

administered. The location-based

architecture allows every

administered object to be assigned

to a "location" (virtual).

Administrative partitioning can be

achieved by controlling access to

specific locations. Along with

system transparency, customer

privacy and security are maintained

and, in addition, Avaya Contact

Center Control Manager supports

complete Microsoft® Active

Directory integration with single

sign-on functionality and G13

language localization. Because

ACCCM can be implemented and

operated easily, by non-technical

personnel, control can be returned to

contact center leaders and line of

business managers who use and rely

on the system every day.

Avaya Contact Center Control

Manager seamlessly integrates with

and supports operational

administration of Avaya’s entire

Contact Center Suite, including:

° Avaya Aura® Communication

Manager – provides centralized

administration and a single point of

management for Avaya Aura® Call

Center Elite software and Avaya

Business Advocate call center

components and entities

° Avaya Call Management System

(CMS) – a database, administration,

and reporting application, CMS

helps businesses identify

operational issues, enabling them

to take action immediately

Key Features & Benefits

• Centralized management and administration of all contact center applications

• User-friendly, Web-based, highly personalized thin client application interface

• Full tenant partitioning with role-based access controls

• Single deployment of ACCCM supports multiple Avaya Communication Manager systems

• Non-technical staff can perform administrative tasks easily, based on ACCCM’s enhanced role-based permission engine

• Seamless transition for customers with a mixed environment of Avaya Aura® Contact Centers

• Negligible hardware requirements, a green solution enabling virtualization and cloud networking and processing

• Scalable, accommodating organizations of all sizes

• Intuitive visual call flow design and vector management

• Full Microsoft® Active Directory integration with single sign-on functionality

4 | avaya.com4 | avaya.com

° Avaya IQ – foundational to the

evolving Avaya Performance

Center solution, Avaya IQ is a

contact center reporting and

analytics platform that consolidates

real-time data from Avaya

customer service solutions and

enterprise business resources

° Avaya Proactive Contact – enables

previewing, initiation, and tracking

of outbound contact center

communications

° Avaya Proactive Outreach

Manager – offers automated

outbound campaign management,

giving organizations the power to

create and deliver automated

voice, email, or SMS messages that

enable users to immediately

choose a self service option or to

interact with a live agent

° Avaya Interaction Center –

provides enterprise-class control of

contact-center communications

across multiple channels: voice,

video, email, Web chat, and IP

telephony

° Avaya Contact Center Express –

processes all multi-media channels,

routing requests to an agent who

can reply using the same mode of

communication

° Avaya Aura® Contact Center –

delivering seamless, context-

sensitive customer care, supports

non-voice multimedia when

connected to an Avaya

Communication Manager using

Avaya Aura® Call Center Elite

software for voice

° Avaya Voice Portal – Web-based

voice application design and

management that controls IVR

system functionality without a

single line of code

° Avaya Aura® Customer

Experience Portal – a next

generation self service platform

° Avaya one-X® Agent – desktop

software application built to meet

the specific needs of contact

center agents

° Avaya Aura® Workforce

Optimization – analytics-driven

offering that enables organizations

to capture, analyze, and act on

information that can improve

workforce performance, customer

interactions and customer service

processes

Avaya Contact Center Control Manager seamlessly integrates with and supports operational administration of Avaya’s entire Contact Center Suite, including:

• Avaya Aura® Communication Manager

• Avaya Call Management Systems

• Avaya IQ

• Avaya Proactive Contact

• Avaya Proactive Outreach Manager

• Avaya Interaction Center

• Avaya Contact Center Express

• Avaya Aura® Contact Center

• Avaya Voice Portal

• Avaya Aura® Customer Experience Portal

• Avaya one-X® Agent

• Avaya Aura® Workforce Optimization

avaya.com | 5

Leading Edge Solution and Features

The Avaya Contact Center Control

Manager solution is designed to

optimize your Contact Center

performance and business

processes, reduce risk, and enable

competitive advantages while

enhancing customer service and

relationships across your

organization. Providing seamless

interoperability with the Avaya

Aura® Contact Center Suite of

solutions, ACCCM can increase agent

productivity, optimize contact center

operations and increase the value of

your existing investment.

Avaya Visual Call Flow Designer –

robust and easy to use, this tool

enables users to manage vectors

within an Avaya Communication

Manager running Avaya Aura® Call

Center Elite software with Expert

Agent Selection. Through ACCCM’s

Web based tool, call flows can be

revised using the drag and drop

capabilities of the Avaya Visual Call

Flow Designer. For customers using

Avaya Aura® Contact Center as a

multimedia adjunct to Avaya Aura®

Call Center Elite software, and who

wish to move to fully Contact Center

driven multimedia with their Avaya

Communication Manager, there is a

tool available (as part of ACCCM)

that enables design of Contact

Center scripts from ACCCM and that

can migrate Avaya Communication

Manager resident vectors into

Contact Center resident service

creation environment flows.

Organizational Structure based

Administration – provides the ability

to manage an organizational

structure in the contact center with

sites, segment, teams, supervisors,

agents, including assignment of user

permissions based on organizational

hierarchy.

Virtual Group Management –

enables management of virtual

groups in parallel with a physical

organizational chart wherein virtual

groups have been provisioned as

agent groups in CMS. The ability to

manage virtual groups in this way is

useful in Flatten - Consolidate -

Extend (FCE) environments and,

with ACCCM, an unlimited number of

virtual groups can be managed and a

single agent can be assigned to

multiple virtual groups.

6 | avaya.com

Role Based Access Control –

enables control based on role in

accordance with organizational

guidelines. Through ACCCM, an

unlimited number of roles with

different permissions can be defined

so granularly that users can be

assigned to specific roles within each

application to which they are

assigned.

Deployment Wizard – a Web based

tool that allows a non-technical user

to deploy contact center

environments without the need to

setup required contact center

infrastructure such as configuring

skills, routing points, holiday tables,

etc.

Enhanced Audit and Roll-back –

provides rollback capabilities and

stores the entire change history

indefinitely, if desired, with audit

capabilities that enable users to

review changes done directly on the

Avaya Aura® Communication

Manager.

Personalization – allows users to

personalize their administrative

environment and to create shortcuts

for quick, easy navigation.

Integratable with the audit log

feature, this tool lets individuals who

work within teams review changes

made by individual team members.

avaya.com | 7

Product SpecificationsFeature Avaya Contact Center Control

Manager for Avaya Contact Centers

Competitive Solutions Available

Support for Avaya contact center environments Yes

Not Applicable

Management of both Communications as a Service (CaaS) and customer-created (in-house) deployments within a single platform

Yes

None because competitors require different tools to manage service provider and customer-created deployments

Usage tracking and billing capabilities for contact center environments

Yes

None based on our current review of industry offerings

Visual Call Flow Designer for contact centers Yes

Yes

Unified Communication Administration and Provisioning

Yes

Partial support because ACCCM is predominately focused on UC capabilities that complement Contact Center so we can’t guarantee full UC compliance

Unified Communication “end user” self-care administration

Yes

Partial support because ACCCM is predominately focused on UC capabilities that complement Contact Center so we can’t guarantee full UC compliance

Contact Center Administration and Provisioning

Yes

Partial support because some administration and provisioning of solution components is required (such as trunks in Avaya Communication Manager)

Contact Center User Self-Care Administration Yes

None based on our current review of industry offerings

Branding support for customized solution creation Yes

Varies

3rd party Integration Capabilities Yes Typically not “out-of-the-box”

(other than customer-specific engagements)

Self-service (IVR) SupportYes

None based on our current review of industry offerings

8 | avaya.com

About Avaya

Avaya is a global provider of business collaboration and communications

solutions, providing unified communications, contact centers, data

solutions and related services to companies of all sizes around the world.

For more information please visit www.avaya.com.

© 2011 Avaya Inc. All Rights Reserved.

Avaya and the Avaya Logo are trademarks of Avaya Inc. and are registered in the United States and other countries. All trademarks identified by ®, ™, or SM are registered marks,

trademarks, and service marks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. Avaya may also have trademark rights in other terms

used herein. References to Avaya include the Nortel Enterprise business, which was acquired as of December 18, 2009.

07/11 • GCC4731-01