Avaya Contact Center Fundamentals – Assisted Care

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© 2011 Avaya Inc. All rights reserved. 1

ASC00673WEN

Avaya Contact Center Fundamentals – Assisted Care

Welcome to Avaya Contact Center Fundamentals – Assisted Care

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Course Overview This course covers selling Avaya Contact Center

Assisted Care solutions.

Topics covered in this course include:

– The market landscape for Contact Centers.

– The purpose and features of Avaya Contact Center Assisted Care solutions.

– How to discover your client’s business challenges and how you can address those challenges.

– How to overcome your client’s objections.

Duration: 1 hour

This course covers selling Avaya Contact Center Assisted Care solutions. Topics we cover include:

– The market landscape. – The purpose and features of Avaya Contact Center Assisted Care solutions. – Discovering your client’s challenges and how Avaya can address those

challenges. – And overcoming client objections.

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Course ObjectivesAfter you complete this course, you will be able to:

Articulate the purpose and features of Avaya Contact Center Assisted Care solutions to your client.

Identify support services available.

Engage key decision makers using solution discovery questions to identify their business challenges.

Describe how Avaya solutions and support services can address your client’s challenges.

Communicate the value of Avaya Contact Center solutions and associated services offerings.

Overcome clients’ objections to our solution for their business challenges.

Differentiate Avaya solutions favorably against the competitors' solutions.

Upon completion of this course, you will be able to . . . Articulate the purpose and features of Avaya Contact Center assisted care

solutions to your client. Identify Avaya support services available. Use solution discovery questions to identify your client’s business challenges. Describe how Avaya can address those challenges. Communicate the value of Avaya solutions and their associated service

offerings. Overcome client’s objections to Avaya Assisted Care solutions as the solution

for their business challenges. Differentiate us favorably against our competitors.

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Module ObjectivesAfter you complete this module, you will be able to:

Articulate the purpose of Avaya Assisted Care solutions.

Identify the target market.

Effectively communicate the key components and features of Assisted Care solutions to your client.

Inform your client about Avaya service offerings.

In this module we will discuss: the purpose of assisted care solutions, our target market, the key components and features of Avaya solutions, and our service offerings.

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The Purpose of Contact Center Solutions The contact center is the touchpoint between a business

and its customer.

The way that a contact center handles a customer’s experience often shapes the customer’s view of the company.

Benchmark research shows that 92% of consumers form an opinion of a company based on their interaction with the contact center.

The contact center plays an important role for a business. It is frequently the only way that a customer interacts with the enterprise, either through live agents or with automated self-service options.

When a customer reaches an agent who has their account information and can resolve their issue on the first call, the customer is most likely satisfied with the interaction. On the other hand, if the customer is passed from agent to agent and has to repeat the same information each time, the customer probably forms a poor opinion of the business.

Customer experience is THE key to success in today’s business environment. In fact, benchmark research shows that 92% of consumers form an opinion about a company’s image from their interaction with the contact center. Companies that can provide end-to-end customer experience management will WIN the game and lead their market.

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Target Industries for Contact Center Solutions

So what are the primary target industries that use contact centers worldwide? Health Services today represent a huge market for contact center technology.

From one perspective, think of the number of health care insurers. Every advertisement provides potential buyers with a toll free number or a web address to find out more information and get quotes. Also, think of the volume of contacts involved in filing, processing, and disputing claims as well as obtaining medical service authorizations.

Governments of all levels representative a substantial global market for contact center solutions. Consider the number of services and agencies, at all levels of government, throughout the world. Governments need an efficient and effective way for citizens to access information and assistance.

Retail and service businesses represent a huge contact center market. Think of catalog sales, television shopping networks, online shopping, or cable television and cell phone service providers – billions of dollars in sales and service are handled by multi-channel contact centers every day, all day.

Why travel and entertainment? Consider the airlines, travel agencies, and the growth of competitive travel, such as Expedia and Priceline. All of these are backed by the ability of a contact center to provide easy, reliable access to web sites and live assistance.

Financial services represents one of the largest contact center markets. Banks, insurance and investment services rely heavily on technology to provide their customers with 24/7 access and personalized service. They truly focus on end-to-end customer experience management, for it is what differentiates them in the marketplace.

Regardless of the industry, you will find contact center sales opportunities –

large and small – with most clients. Think about technical support for a product manufacturer or a help desk for a utility provider. When meeting with

your clients – ask the right solution discovery questions that will reveal existing or potential contact center opportunities.

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Target Industries – An Example The benefits that Contact Center solutions offer the financial

services industry include helping them to:

– Make it easy for their customers to do business.

– Provide consistent customer experienceacross all channels of communication.

– Increase customer satisfaction with a greaterchance of first-contact resolution.

– Improve agent productivity with innovative technologies and system integrations.

– Create more staffing opportunities by providing for remote or distributed center agents.

Let’s look at ways in which contact center solutions benefit the financial services market. First, our solutions make it easy for customers to do business with our clients.

Today, more and more customers use innovative communications such as email, web chat, and instant messaging, as well as voice.

With service design for all channels, client’s can define consistent, higher levels of customer service across all their market demographics.

Our solutions also provide proven routing strategies. This ensures customers reach the right agent at the right time increasing the potential for first contact resolution.

By integrating with smart technologies, our solutions provide caller information to the agent that not only reduces agent talk time, but also provides context to the customer experience

Finally, Avaya solutions create more staffing options with remote agent capabilities. Our technology can easily extend to the home and networked or outsourced locations.

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Ideal Contact Center ClientsIdeal clients for Avaya Contact Center solutions include both new and existing clients.

Clients Need

Existing Add new, innovative technologies Upgrade their existing Avaya technology Defend when client is considering a competitor

New or “Greenfield”

Need to add a contact center Want to replace existing contact center

technology Have a requirement for the Avaya solution

So who are ideal Contact Center clients? Let’s start with those who have a need. This includes new or existing

businesses who want to add contact center service to their enterprise. Other possible “Greenfield” clients include those who want to replace their

existing contact center technology. This could occur because the technology is old or at full capacity. Even more important, they may simply be dissatisfied with their current vendor.

Another possibility are clients who have a particular need for an Avaya solution. This may be tied to their desire to have our Avaya Aura ®® Communication Suite as well as our Avaya Aura ® Contact Center Suite . Perhaps, it’s because of the large number of agents we can support. Or maybe they have learned that we offer industry leading technologies for all of their communication needs, and their customers’ needs as well.

Existing clients are also ideal. For those who are using only call center

technology – they may want to add multichannel capabilities or automated and performance management options.

Others may want to upgrade from their current configuration to take advantage of the full Avaya Aura ® Communication Suite.

Other ideal clients are those who are considering another vendor‘s platform, such as Cisco or Genesys. Under this scenario, you will need to defend the Avaya solution against our competitors.

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Key Decision MakersIt is important to identify the key decision makers and understand their concerns.

Improve competitiveness.

Provide superior customer responsiveness.

Accelerate businessprocesses.

Allow mobility, teleworking, and distributed workers.

Have the flexibility to adopt new business models.

Protect the company investment in infrastructure.

Ensure ease-of-use for the technology investments.

Ensure that IT investments adhere to IT standards.

Increase profitable revenue growth.

Get a better return on investments, capital, and assets.

Keep the business agile.

Manage risk for the company.

Line of BusinessCEO

Once you identify an ideal client, you must also identify the key decision-makers within that company and address their concerns. Traditionally, some of the key decision-makers are Chief Executive Officers, Line of Business managers, especially those that directly control the Contact Center, and Information Technology leaders.

As you meet with these key decision-makers, be sure you are addressing their respective concerns.

For example, you typically won’t talk about the technology details with the CEO, any more than you would talk about building customer loyalty and raising customer satisfaction with an IT Director.

You should, however, be aware that in the mid-market it is quite possible that a managing partnership splits these business duties. And in a sole proprietorship there is actually one leader who may be performing all of these functions.

Chief Executive Officers in general are concerned with:

• Increasing profits, • Getting a better return on investment and assets, • Keeping the business agile and innovative, • And managing risk.

In managing the contact center, the Line of Business leader will focus on:

• Beating the competition and growing market share, • Providing superior customer service, • Accelerating business processes, • And allowing mobility, teleworking, and distributed workers.

Typical concerns for IT leadership include:

• Having the flexibility to adopt new business models, • Protecting the company investment in their existing infrastructure, • Ensuring ease-of-use and on-going administration for technology

investments, • As well as ensuring that those investments adhere to IT standards.

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Contact Center – Assisted Care FeaturesWhat clients look for today in Assisted Care solutions:

Multi-channel capabilities

Information access

Integration capabilities

Ease of use

Effectiveness and efficiencies

Scalability

Reliability

Security

So let‘s summarize what clients may be looking for in contact center assisted care solutions:

In todays world, the nature of customer interaction has changed dramatically.

Research by the Yankee Group predicts that eServices such as email, web chat and web self-service will grow from approximately 10% to nearly 46% in the next few years.

Contact center agents need both enterprise and external information about their customers in order to provide context around their experience. This leaves customers with the feeling that the business knows them and cares about their concerns.

Today‘s communications must integrate with the enterprise‘s existing technologies as well as future technologies. This includes automated care and performance management solutions as well.

With the increase in communication complexity, allowing for easy design and implementation, as well as maintenance and administration, is key in reducing the total cost of ownership of any system. Further, offering technologies for contact center agents that is intuitive and simple to learn, reduces training and agent turnover.

Most enterprises have made substantial investments in their technology infrastructure. It is important to leverage their existing infrastructure as much as possible. It is also important to show that their decision to invest in our solutions provides the return they expect in terms of time, savings, and increased revenues.

Clients want a product that not only meets their current agent capacity but also grow easily as their company grows.

Businesses need systems that are reliable. With such high dependency on their customer base – system failures affecting their ability to serve their customers, is truly a diasaster.

Systems must be secure – the technology must effectively block unauthorized access and provide role-based permissions, in order to protect the client and their customers.

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Avaya Contact Center – Assisted Care ProductsAvaya offers advanced Assisted Care solutions:

Avaya Aura® Contact Center

Avaya Aura® Call Center

– Basic

– Elite

Avaya Interaction Center

Avaya Contact Center Control Manager

Avaya offers advanced assisted care solutions to meet your client‘s needs: Avaya Aura ® Contact Center, Avaya Aura ® Call Center, Avaya Interaction Center, and Avaya Contact Center Control Manager. Avaya Aura ® Contact Center is a robust, software-only solution for multimedia

agents which includes:

– A single, unified agent desktop

– Remote agent capabilities

– A universal work assignment engine

– Integrated reporting

– Outbound dialing

– Out-of-the-Box Screen pops using

– Open integration through Web Services, and a

– Graphical Service Creation Environment. Avaya Aura ® Contact Center is sold on a licensing basis providing a Small to

Medium Enterprise package for as low as 100 agents. It can also be purchased in a SIP configuration that integrates with Avaya

Aura ® Call Center providing an evolution option for that solution to multimedia capabilities.

Avaya Aura ® Call Center comes in two versions, Basic and Elite, and is an

integral solution with Avaya Aura ® Communication Manager. Call Center Basic is included and fully enabled offering simple routing and

agent assignment design. Call Center Elite is also included, however, requires the purchase of “right to use“ licenses per agent. Avaya Aura ® Call

Center Elite is the most widely used call center software world-wide and offers sophisticated routing and workflow design capabilities.

Although Avaya Aura ® Call Center is a voice only solution, it is one of several Avaya solutions that when combined provide a robust, holistic contact center unrivaled in the market place.

Avaya Interaction Center is a second option to provide full multimedia

capability to Avaya Aura ® Call Center Elite. It is a robust multimedia server that combines the power of Call Center Elite routing with interactions from fax, voice SMS, and the eServices of today: email, instant messaging, web chat, web self-service, and even video.

Avaya Contact Center Control Manager provides flexibility and control when

administering any Avaya contact center solution. With seamless integration across our assisted care, automated care, and performance solutions, it streamlines implementation and management and provides administrators real-time response to changes in contact center operations.

We will look at these products in more detail later in the course.

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Avaya Contact Center Assisted Care Service Offerings

Support Services

Operations Services

Professional Services

Avaya Support Services

Maintenance agreements Software support Web-based tools and services Technical support

Avaya offers a variety of services directly, and through our Avaya Partners, including support services, operations services and professional services. Click on each to learn more.

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Avaya Contact Center Assisted Care Service Offerings (Continued)

Support Services

Operations Services


Avaya Operations Services(AOS)

Competitive service packages:- Monitor and notify- Operate

• Service desk• Service management• Incident management• Problem management

- Optimize• Availability management• Capacity management• Release management• Change management• System administration

No audio – slide provided to post-production for pop up text.

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Avaya Contact Center Assisted Care Service Offerings (Continued)

Support Services

Operations Services


Avaya Professional Services(APS)

Plan and designDevelop and integrate

- Technical advisory- Readiness assessment

Test, train, and deploy- Implement service packages- Program management- Stress-testing service

Optimize- Performance and capacity management

- Cost take out services- Contact center optimization- Self-service optimization

No audio – slide provided to post-production for pop up text.

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Checkpoints

Please take a moment to answer the following questions.

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CheckpointMatch the key decision makers to their primary concerns.

CEO Enterprise-wide concerns such as managing risk and achieving an acceptable ROI.

LOB Contact center achievements such as agent optimization and end-to-end experience management.

IT Utilizing existing technologies while providing scalability, reliability, and security.

Correct Feedback: `

Correct! It is important to understand the concerns of the key decision makers in order to address them in your solution.

First Incorrect Feedback

Incorrect. Close the feedback box and click Reset to try again.

Second Incorrect Feedback

Incorrect. CEOs look at the big picture, LOB focus on contact center performance, and IT will want to ensure the technology is right fortheir enterprise.

The correct answer is now shown on the screen.

Click the forward arrow to continue.

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Checkpoint Avaya Professional Services (APS) are included in every Avaya Contact Center

Assisted Care solution.

– True

– False

Correct Feedback:

Correct! APS is a value-added purchased service that, when appropriate, ensures that your clients receive the best possible design, customization to their specific needs, and fully managed implementation and testing before going live.


Incorrect. APS is a value-added purchased service that, when appropriate, ensures that your clients receive the best possible design, customization to their specific needs, and fully management implementation and testing before going live.


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Module SummaryLet’s review the key points. You should now be able to:

Articulate the purpose of the Avaya Contact Center Assisted Care solutions.

Identify the contact center target market.

Effectively communicate key components and features of Assisted Care solutions to your client.

Communicate the place of Avaya contact center products in the Avaya Aura® architecture.

Inform your client about Avaya service offerings.

In this module we have discussed: The purpose of Avaya Contact Center assisted care solutions. The contact center target industries. Key components and features of Avaya assisted care solutions. Avaya’s assisted care products. And the service options we offer. Now let’s take a closer look at the Avaya assisted care products.

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Module ObjectiveAfter you complete this module, you will be able to:

Effectively communicate the features of Avaya Aura®

Contact Center to a client.

Upon completion of this module, you will be able to effectively communicate the features of Avaya Aura® Contact Center to your clients.

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Avaya Aura® Contact Center OverviewWhat is Avaya Aura® Contact Center?

A context-sensitive, collaborative multimediacontact solution

Delivers high-value customer engagement

Avaya Aura ® Contact Center plays an important role in the evolution of Avaya’s contact center assisted care solutions.

It is a context sensitive, collaborative multimedia solution that delivers high-

value customer engagement.

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Avaya Aura® Contact Center Overview (Continued) Why does it matter?

Is an integral piece of the Contact Center Suite

Provides end-to-end customer experience management

It is an integral part of the Avaya Aura® Contact Center Suite allowing us to deliver the best end-to-end customer experience management.

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Avaya Aura® Contact Center Vision –Experience Management

Contact CenterEnd-to-End Experience Management

How do we achieve end-to-end experience management? – Create a connected and open enterprise by integrating communications across all of the business, including the contact center. – Integrate enterprise applications, information, and processes with real time communications throughout providing complete and relevant context in every session with customers, employees, partners, and suppliers, and – Customize through consulting, integration and support from Avaya Professional Services.

By doing this, we can • Orchestrate the experience: we proactively manage all interactions across all

media and modes including agent assisted and automated experiences. • Provide persistent context in every session: we collect and build and then

leverage information about customers to improve the quality of every interaction.

• Immerse the agent in the experience: we provide a unified and contextual desktop that provides agents, and experts outside the contact center, with real-time information to address customer needs.

• Manage, Learn, and Apply: we provide a closed loop process for leveraging historic and real time insights to manage operations and continuously adapt to changing business environments.

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Avaya Aura® Contact Center FeaturesWhat does it offer?

Intelligent routing of multimedia contacts to a unified agent interface

Real-time and historical context preservation

Drag-and-drop Service Creation Environment (SCE)

Common Web-based administration

Open interfaces through Web Services

Out-of-the-box screen pop

Unified reporting

A multimedia evolution option for Avaya Call Center Elite clients!

*For more details on integration release requirements and capabilities, refer to What’s New in the Avaya Aura® Contact Center Knowledge Session available through the link on the APSS-CC Curriculum at Avaya Learning.

What does Avaya Aura ® Contact Center offer? Intelligent, skills-based routing of all interactions to an easy-to-use, unified

agent interface. Preserved real-time and historical context across all media including

customer information, the purpose of their contact, and the number of times they have interacted with the contact center.

A drag and drop GUI interface making developing and modifying work flows fast and easy.

Web-based administration providing simple configuration, implementation, and on-going administration for one or multiple sites.

Open interfaces using Web Services for simple application and process orchestration.

Which also supports our out-of-the-box, as well as easily customized, screen pops to the agents.

And unified reporting for all media channels including real-time and historical standard reports, customizable reports and displays giving clients the information they need to optimize center performance.

Avaya Aura ® Contact Center can also be configured to evolve Avaya Aura ®®

Call Center Elite to a full multimedia center!

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Avaya Aura® Contact Center – The Persistent Conference Model

Roll over the highlighted icons to learn more.


At the heart of the Avaya Aura ® Contact Center is SIP and the persistent conference model.

SIP controls the sessions and provides a media anchor point for persistent conference-based interactions across multiple endpoints, instances, and channels.

Starting from the top of the diagram, when a customer initiates a contact, the persistent conference begins and the interaction stays anchored to the session manager.

Based on context from a persistent database, customer provided data, and other operational insights, the work assignment engine directs Avaya Aura® session manager to identify and conference in the right resources - whether agent, expert, or self-service applications.

The benefit is the conference can switch between voice, self-service, SMS, or other media - based on the customer’s preference.

Once the interaction is complete, all the context is stored to provide the starting point for the next time the same customer contacts the business.

Roll over the highlighted icons to learn more.

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Avaya Aura® Contact Center – Work Assignment EngineThe Work Assignment Engine:

Assesses multiple variables to make smart decisions when matching work to the best resource.

Provides faster processing of data to improve speed of resource selection.

Leverages experts across the enterprise.

Self corrects to improve efficiency and effectiveness.

Let’s take a closer look at agent work assignment in Avaya Aura ® Contact Center.

Avaya is transforming from standard ACD routing to an open software-based Work Assignment Engine. This engine leverages skills based routing with decision-supporting data sources such as business rules and customer intent and value.

It significantly improves processing speed and has the ability to take work assignment beyond the contact center, to ensure the best use of resources and to enhance the end-to-end customer experience.

The Work Assignment Engine is self correcting. Business outcomes and Key Performance Indicators are among the variables

that the Work Assignment Engine considers when making resource selection decisions.

If the current resource selection or work assignment decisions result in real-time performance degradation, this will be reflected in the business outcomes and KPIs. This information is fed back into the Work Assignment Engine which then takes them into consideration when making routing decisions in the future.

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Avaya Aura® Contact Center – Agent Desktop

Features

Out-of-the-box unified Agent Desktop for agents working on concurrent, multiple, multimedia work items

Updates agent desktop to ensure agent productivity and effectiveness when working on multiple work items

Activity and Not Ready reason codes drop-down menu

Context-sensitive telephony functionality

Agent/Skill-Set/Application real-time statistics

Benefits

Increases agent productivity

Improves the customer experience

Now let’s take a look at what the agent sees. The Avaya Aura® Agent Desktop provides a unified view for concurrent

multimedia work items including email, fax, SMS text, instant messaging and web chat.

It provides a dynamic, updating work list with buttons and functions that change depending on the work items presented. With clickable agent tools including a drop-down selection of agent status – such as log-in, log-out, and not ready reason codes – the agent can easily manage their activities. Agents can also view real-time statistics for their skillsets directly on their screen.

Agent Desktop is a true unified context-sensitive interface which includes e-mail editor, auto-suggest, and auto-response capabilities.

Real-time reporting on agents, skill sets, and applications in use, allow supervisors to monitor and allocate agent off-contact time to other productive activities such as training and coaching.

Avaya Aura® Agent Desktop increases agent productivity through ease of use

as well as allowing them to work on multiple items simultaneously. In turn, it improves the customer experience by providing speed, efficiency, and

most of all – context – around any and every interaction.

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Checkpoint


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Checkpoint Which of the following statements best describe Avaya Aura® Contact Center?

Select the correct answer and click Submit.

– Answer 1: Preserves real-time and historical context information.

– Answer 2: Universal queuing of all multimedia contacts

– Answer 3: Provides open interfaces through Web Services

– Answer 4: Includes a GUI-based, drag-and-drop Service Creation Environment

– Answer 5: All of the above

Correct Feedback

Correct! Avaya Aura® Contact Center offers all of these great features and more.


Incorrect. Close the feedback box and click Reset to try again..


Incorrect. Avaya Aura® Contact Center offers all of these great features and more.


No Audio on Slide

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Module SummaryLet’s review the key point. You should now be able to:

Effectively communicate the features of Avaya Aura®

Contact Center to a client.

Although only a brief review, you should now be able to discuss the key features and benefits of Avaya Aura® Contact Center with your clients.

For more details and any new release information, look for the Avaya Aura®

Contact Center Knowledge Session available through the link on the APSS-CC Curriculum at Avaya Learning.

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Effectively communicate the features of Avaya Aura® Call Center Basic and Elite to a client.

Identify value-added products for Avaya Aura® Call Center Elite.

After completing this module, you will be able to describe the features of Avaya Aura® Call Center Basic and Avaya Aura® Call Center Elite.

We will also look at products that add to the power of Call Center Elite.

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Avaya Aura® Call Center OverviewAvaya Aura® Call Center:

Holds the #1 position in the contact center market.*

Is scalable from small to large – simple to complex.

Uses the power of advanced call vectoring.

Available in two versions – Basic and Elite.

– Basic is included in Avaya Aura® Communication Manager.

– Elite is also included; however, the “right to use” agent licenses must be purchased.

Elite includes Business Advocate.

* Source: The Gartner Group

Avaya Aura® Call Center is the long-standing leader in the contact center holding the #1 position worldwide.

Avaya Aura® Call Center works for small, medium and large as well as single or multi-site enterprises.

With multiple advanced routing options for ACD, Avaya can satisfy the requirements of very simple, to very complex contact center designs. You will learn more about advanced call routing in this module.

The two versions of Avaya Aura® Call Center available differ in their routing capabilities and available features. Basic is included with Avaya Aura® Communication Manager while Elite, although also included, is purchased on a right to use license per agent.

Avaya Aura® Call Center Elite now includes Business Advocate, our premier routing application. Previously purchased separately, this represents a great opportunity with new clients, but also with up selling existing Avaya clients!

Let’s review the difference between Basic and Elite.

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Avaya Aura® Call Center Basic FeaturesAvaya Aura® Call Center Basic key features include:

Basic Call Vectoring

Most Idle Agent (MIA) treatment for call routing

Call routing based on:

– Average Speed to Answer (ASA)

– Expected Wait Times (EWT)

Basic Call Management System Reporting (BCMSR)

Avaya Aura® Call Center Basic provides: Basic Call Vectoring for directing calls to agent ACD Groups or Splits, through a

series of “if-then-else“ conditional statements. Basic is able to evaluate agent status and determine which agent has been idle

the longest and will direct the call to that agent. Further, Basic evaluates call status, measuring average speed to answer and

expected wait times, and applies vectoring to redirect the call to an overflow agent split.

And finally, Call Center Basic also includes Basic Call Managment System Reporting which includes 19 standard call center reports on agent, call, and queue status.

Avaya Aura® Call Center Basic is appropriate for clients with small centers, simple call routing requirements, and basic report needs. For more sophisticated, complex call centers Avaya Aura® Call Center Elite is the answer.

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Avaya Aura® Call Center Elite FeaturesAvaya Aura® Call Center Elite key features include:

Expert Agent Selection (EAS)

Advanced call routing based on:

– Call Surplus conditions

– Agent Surplus conditions

– Service Level Maximizer (SLM)

– Business Advocate (BA)

Avaya Aura® Call Center Elite provides all the same features as Basic but adds the power of Expert Agent Selection, or EAS.

EAS allows clients to assign agent skill levels based on their abilities, training, or as back up for other skill groups. This is commonly referred to skills-based routing in the contact center industry. EAS agent ACD groups are known as Skills. Agents are assigned to Skills based on a common characteristic – such as the ability to speak a certain foreign language. Then agent skill levels are assigned within that skill, based on their knowledge of the product or service being offered. A caller determined to need that language requirement will be routed to that skill. The system will then look for an available agent with the highest skill level in that group.

With EAS applied, Elite then offers mutliple methods of routing that ensure calls are answered in the shortest amount of time by the agent that can best serve their needs. Our methods include:

– Call Surplus conditions when there are more calls than there are agents available.

– Agent Surplus conditions when there are more agents than calls. – Service Level Maximizer which bases routing on achieving service

level goals. – And Business Advocate, a patented predictive algorithm which

combines the power of EAS and assigned service level requirements with predicted wait times to maintain service levels in each skill. Business Advocate cannot be evoked if Service Level Maximizer is in use. But unlike SLM, Advocate enables companies to pre-assign a pool of reserve agents, who are automatically invoked when needed to help meet service levels.

Let‘s look at examples of these Elite routing capabilities.

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Avaya Aura® Call Center Elite Routing – Call Surplus

Call queued for Skill 3Current wait time =

26 seconds

Skill 1 @ Skill Level 1Skill 2 @ Skill Level 2Skill 3 @ Skill Level 3


10 seconds


35 secondsSkill Level Routing

Greatest Need Routing

Starting with call surplus using EAS. Under this condition, calls can be routed based on Greatest Need or Skill Level.

Assume we have 3 calls in queue. The first is waiting for Skill 1 and has been

on hold for 10 seconds. The second is in Skill 2 holding for 35 seconds. The third is in Skill 3 at 26 seconds.

An agent has become available who is in all three skills with varying skill

rankings as shown. Under Greatest Need the call holding the longest – or the second caller –

would be delivered first. Under Skill level – the caller needing the highest skill level – or caller 1 would

be delivered first.

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Avaya Aura® Call Center Elite Routing – Agent Surplus

Call Queued for Skill 2 Skill 1 @ SL1

Skill 2 @ SL2Idle time: 32 seconds

Occupancy @ 73%

Skill 1 @ SL2Skill 2 @ SL1

Idle time: 19 secondsOccupancy @ 69%

Skill 1 @ SL1Skill 2 @ SL1

Idle time: 18 secondsOccupancy @ 67%

Uniform Call Distribution-Most Idle Agent

Expert Agent Distribution-Least Occupied Agent

Uniform Call Distribution-Least Occupied Agent

Expert Agent Distribution-Most Idle Agent

In the case of Agent Surplus, also using EAS, calls can be routed a number of different ways:

– Expert Agent and Most Idle – or the agent with the highest skill level who has be idle the longest

– Uniform and Most Idle – meaning the agent who has been idle the longest without regard to skill level

– Expert Agent and Least Occupied – or agent with the highest skill and the least amount of time spent on ACD calls since logging in

– Or Uniform and least occupied – the agent who has spent the least amount of time on ACD calls, regardless of skill level.

So we have a call for Skill 2. Under out first method, the call will go to the agent with the highest skill level

for Skill 2 who has been idle the longest. Hence, Agent 2. Under the second method – most idle – the call will go to Agent 1 who has

been idle for 32 seconds. Under the third method – the call will go to Agent 3 who has the highest skill

level and has been the least occupied. And finally, under our fourth method – the call will also go to Agent 3 who has

spent the least time on ACD calls during her shift.

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Avaya Aura® Call Center Elite Routing – Service Level Maximizer (SLM)

Gold Call

Service Level Agreement (SLA)

Platinum 90% of calls

within 12 seconds

Gold90% of calls

within 18 seconds

Silver90% of calls

within 24 seconds

Gold = Skill Level 2Silver = Skill Level 1

Platinum = Skill Level 1Gold = Skill Level 1

85% of callswithin 12 seconds



CurrentService Levels

Service Level Maximizer ignores call surplus and agent surplus and looks at predefined service level objectives instead. Let’s say we have three customer segments each with a different service level agreement.

We currently have two agents available. Agent 1 is assigned to both Platinum

and Gold customers and Agent 2 is assigned to Gold and Silver customers. However, Agent 2 has a lower skill level for gold than Agent 1.

The system has also calculated the service levels for all three segments as

shown. Notice that Platinum calls are falling below the required service level, answering only 85% of calls within 12 seconds.

Now a call arrives from a Gold customer. Which agent will be chosen? Even

though Agent 2 has a lower skill level for gold, he will receive the call. This ensures that the next Platinum Caller will reach Agent 1 immediately and increase the current service level.

Slide 40


Avaya Aura® Call Center Elite Routing – Business Advocate (BA)

Business Advocate routing is concerned with elements that are happening in the moment, not in the past as with most other methods.

Advocate routing is always concerned with the dynamics of the call center. Let’s

say that we are in a call surplus condition and these 3 calls have been waiting: Platinum has waited 15 seconds, Gold has waited 30, and Silver has waited 10

seconds. An agent has just become available that can take all 3 types of calls. In a traditional call center, the agent will be connected to the caller who has

waited the longest. In this situation, the Gold caller will be connected.

Slide 41


Avaya Aura® Call Center Elite – Other Key Features Advanced network routing:

– Location Preference Routing

– Best Service Routing

Remote Agent capabilities:

– Avaya one-X® Agent

Separately sold add-ons:

– Advanced Segmentation

– Enterprise Instant Messaging

– Resident Expert

Avaya Aura® Call Center Elite also includes advanced multi-site routing options - Location Preference and Best Service Routing. Location Preference can be activated to attempt to keep calls at a specified

preferred location under certain conditions, rather than routing them elsewhere in the network.

Best Service Routing, which is based on Expected Wait Times, will search the network to find an available agent with the necessary skills to best serve the caller expected to wait the longest. This spreads the call load across the network and optimizes agent resources.

Resource mobility is provided through Avaya one-X® agent. Agents with an internet connection, can work from anywhere at anytime. We will look at the Avaya one-X® Agent later in this course.

Add-ons that can be purchased include Advanced Segmentation. This powerful tool provides real-time data including: who’s calling, what they’re calling about, a nd what has their relationship been with the enterprise. The system can then apply the routing conditions to find the best agent to take the call and present them the information they need to add context to the interaction and provide superior customer experience.

Enterprise Instant Messaging is another add-on that benefits customer who do not already use an IM service in their organization. It enables agents to reach out, either in the contact center or elsewhere in the enterprise, to help them deliver first call resolution.

Resident Expert enables agents to efficiently tap the knowledge and expertise of the extended enterprise. The software handles the problem of finding an expert based on pre-assigned skill sets, presence, and rules.

All of these tools focus on providing first contact resolution to customers by

getting them to the best agent to serve them quickly and efficiently.

Slide 42


Avaya Aura® Call Center Elite – Agent EndpointsAvaya agent endpoints – hard telephone sets include:

16CC Agent Deskphone:

– Competitively priced

– ACD features

9650 IP Deskphone:

– Intuitive interface

– Enhanced audio

– 16 programmable keys

So what phones are available for Avaya Aura® Call Center Elite agents? The 16CC agent deskphone provides ACD agent features and capabilities not

often found in competitively priced models. The 16CC combines traditional agent ACD features such as LED buttons and fixed agent feature keys as well as dynamic softkeys.

The 9650 IP deskphone provides both an intuitive interface and enhanced audio capabilities. It features built-in button functionality for quick access to up to 16 programmable keys including ACD functions. It is signaling protocol independent with two telephony applications, Avaya one-X® Deskphone H.323 and Avaya one-X® Deskphone SIP.

Now let’s look our premier desktop softphone – Avaya one-X® Agent.

Slide 43


Avaya Aura® Call Center Elite and Avaya one-X® AgentAvaya one-X® Agent gives contact center users the tools they need to be more productive, whether they are working at a headquarters location, in a branch office, or from home.

Deliver rich features such as:

– Agent State

– Presence

– Instant Messaging

– Desktop Sharing

– Agent and Queue Statistics

– Reason Codes

– Screen-pops

Avaya one-X® Agent is a desktop application built specifically to meet the needs of contact center agents and supervisors.

Avaya one-X® Agent has a dynamic, streamlined user interface and delivers

rich features like Agent State, Presence, Instant Messaging, Desktop Sharing, Agent and Queue Statistics, Reason Codes, Screen-Pops, Click-to-Dial and more.

And we offer video capabilities with one-X® Agent as well!

Slide 44


Message waitingindicator

Agent stateindicator

Systemmessages

Extension andagent name

Real-timemonitor

Mute microphoneMy computer only

System menu

Avaya one-X® Agent Streamlined ToolbarThe Avaya one-X® Agent user interface is uncluttered, yet provides one-touch access to common agent functions.

Agent name, status, and other controls on the top bar

Work item status and call control options on the next line

Global controls on the bottom

New work Dial pad VuStatsText action

Text input Contacts Contact log

Work state

VDN name

View workinfo

ConferenceComplete

work status

DisconnectTransfer

Hold

The user interface for Avaya one-X Agent is uncluttered, yet provides one-touch access to many common agent functions.

The top bar provides agent status and common controls.

Slide 45


Checkpoints


Slide 46


Checkpoint Text of question: Rank the following routing capabilities available with Avaya Aura® Contact

Center Elite from easiest to most sophisticated.

– 1 – Expert Agent Selection (EAS).

– 2 – Call Surplus or Agent Surplus

– 3 – Service Level Maximizer (SLM)

– 4 – Business Advocate (BA)

– Correct Feedback:

Correct! Avaya Aura® Call Center Elite builds upon the power of EAS to provide routing strategies for any client need.




Incorrect. Avaya Aura® Call Center Elite builds upon the power of EAS to provide routing strategies for any client need.



No Audio on Slide

Slide 47


Checkpoint Text of question: Which of following routing capabilities now included with Avaya Aura® Contact

Center Elite provides a great opportunity to up-sell existing Avaya clients?

– Answer 1 – Expert Agent Selection (EAS).

– Answer 2 – Call Surplus or Agent Surplus

– Answer 3 – Service Level Maximizer (SLM)

– Answer 4 – Business Advocate (BA)

Correct Feedback:

Correct! Business Advocate is a powerful selling point for both new and existing Avaya clients.




Incorrect. Business Advocate is a powerful selling point for both new and existing Avaya clients.



No Audio on Slide

Slide 48



Effectively communicate the features of Avaya Aura® Call Center Basic and Elite to a client.

Identify value-added products for Avaya Aura® Call Center Elite.

Although only a brief review, you should now be able to discuss the key features and benefits of Avaya Aura® Call Center Basic and Elite with your clients.

For more details and any new release information, look for the Avaya Aura®

Call Center and Avaya one-X® Agent Knowledge Sessions available through the links on the APSS-CC Curriculum at Avaya Learning.

Slide 49


Slide 50



Effectively communicate the features of Interaction Centerand Operational Analyst.

After completing this module you will be able to describe the features of Avaya Interaction Center and, its reporting adjunct, Operational Analyst.

Slide 51


Avaya Interaction Center OverviewInteraction Center (IC) adds the power of multimedia to the robust features of Avaya Aura® Call Center Elite and enables the client to:

Receive and view contacts and their history from all channels.

Activate embedded Business Advocate for applying Service Objectives.

Obtain multi-channel reporting when combined with Avaya Operational Analyst (OA).

Avaya Interaction Center is a robust multimedia server that provides another evolution path for Avaya Aura® Call Center Elite to a multi-channel contact center.

Agent‘s can receive and view contacts from all channels and their history.

IC includes the power of Business Advocate for applying service objectives across all media types, and

When combined with Avaya Operational Anayst, provides fully integrated multichannel reporting.

Slide 52


Avaya Interaction Center FeaturesAvaya Interaction Center features include:

Universal queue and routing

Voice contact management

E-mail contact management

Web collaboration

Agent desktop

Enterprise applications integration

SIP services

Centralized administrationand management

Avaya Interaction Center combines voice interactions with those from fax, voice SMS, and the eServices of today: email, instant messaging, web chat, web self-service, and video.

It includes a unique agent desktop to support the scope of contact possibilities. The IC agent desktop provides pre-built access to key enterprise applications and contact management controls. Agent screen pop provides customer history for all channels of communication as well as context based menus.

A rich development environment extends into the enterprise allowing internal and external system access to be flexible to changing needs.

SIP services capability is included with IC, allowing easy management of the numerous new SIP-capable communication devices and media while taking advantage of low-cost, high density SIP trunks.

And IC Manager centralizes configuration and administration of both human and system resources across multiple sites. Resources can grouped into different domains to provide failover protection.

IC also includes alarm monitoring and real-time reporting on system status.

Slide 53


Avaya Operational Analyst (OA) is our reporting solution that integrates the multichannel information.

OA key features include:

Customer interaction repository

Actionable information

Comprehensive look into the customer experience

Customizable real-time and historical reporting

Avaya Operational Analyst

What is the impact on performance when we add one or more channels? How can I measure productivity? Are we still meeting service level agreements? What changes do we need to make based on our analysis?

Operational Analyst helps answer these questions for our clients. OA’s key components include: Data Management and Summarization Data Repository Web Reporting Framework Real Time and Historical Reports, and Customization

With centralized data storage and an expandable data model, OA collects all

multichannel interactions into one location from single and networked Avaya Aura® Communication Managers.

OA provides actionable information allowing clients to view agent performance against targets and identify operational bottlenecks.

It also provides a comprehensive look into operations and the customer experience viewing service levels across all channels.

Finally, OA offers both real-time and historical reporting that can be customized for the client’s specific needs.

With Operational Analyst, clients can review data quickly and react quickly. And, best of all, the data is exportable to Avaya IQ.

Slide 54


Checkpoint

Please take a moment to answer the following question.

Slide 55


Checkpoint Interaction Center provides an evolution to multimedia for which Avaya Assisted Care solution?

– A. Avaya Aura® Experience Portal

– B. Avaya Aura® Call Center Elite

– C. Avaya Resident Expert

– D. Avaya Aura® Contact Center

Correct Feedback:

Correct! Interaction Center evolves Avaya Aura® Call Center Elite from a call center to a contact center by providing multimedia capabilities.


Incorrect. Close the feedback box and try again.


Incorrect. Interaction Center evolves Avaya Aura® Call Center Elite from a call center to a contact center by providing multimedia capabilities.


No Audio on Slide

Slide 56



Effectively communicate the features of Interaction Center and Operational Analyst.

Although only a brief review, you should now be able to discuss the key benefits of Avaya Interaction Center and Operational Analyst with your clients.

For more details and any new release information, look for the Avaya

Interaction Center and Operational Analyst Knowledge Session available through the link on the APSS-CC Curriculum at Avaya Learning.

Slide 57


Slide 58



Effectively communicate the features of Avaya Contact Center Control Manager.

After completing this module you will be able to describe the features of Avaya Contact Center Control Manager.

Slide 59


Avaya Contact Center Control Manager OverviewAvaya Contact Center Control Manager (ACCCM) is fully integrated with the latest releases of the Avaya Contact Center Suite.

Avaya Aura® Contact Center

Avaya Aura® Call Center Elite

Avaya Interaction Center

Avaya one-X® Agent

Avaya Aura® Experience Portal

Avaya Proactive Contact (PC)

Avaya Proactive Outreach Manager (POM)

Avaya Call Management System (CMS)

Avaya IQ

Avaya Aura® Workforce Optimization (WFO)

Avaya Contact Center Control Manager is fully integrated with the latest releases of the Avaya Contact Center Suite, including not only the assisted care solutions but also the automated experience and performance management solutions.

Slide 60


Avaya Contact Center Control Manager FeaturesAvaya Contact Center Control Manager provides fully centralized, simplified management of:

Agents

Skills

Vector Directory Numbers (VDN)

Vectors

Extensions

Contact center schedules

Announcements

Role-based permissions

Multi-tenancy

Avaya Contact Center Control Manager complements the entire Avaya contact center suite by effectively combining and integrating management and administration of a wide range of contact center entities.

It circumvents the time and labor-intensive setup and on-going maintenance by making it easy to perform a one-time definition of all relevant components and then applying them across all of the Contact Center suite.

Agents, skills, VDNs, call flows, extensions, working hours, and self-service dynamic menus and prompts can be easily set up and managed through a single, unified, and intuitive browser-based interface.

ACCCM also provides administration of role-based permissions on every feature and every field that is part of the Avaya Aura® environment as well as tailor-made permissions for every user.

Its location-based architecture allows clients to assign products and agents by location and provides cost center tracking, multi-tenancy support and full partitioning of specific location data.

With “tenant to view” access enabled, service providers or outsourced centers can manage and view only “their” part of the environment. This is big plus in today’s world, where outsourced resources are more common.

Slide 61



Effectively communicate the features of Avaya Contact Center Control Manager to a client.

Although only a brief review, you should now be able to discuss the key features and benefits of Avaya Contact Center Control Manager with your clients.

For more details and any new release information, look for the Avaya Contact

Center Control Manager Knowledge Session available through the link on the APSS-CC Curriculum at Avaya Learning.

Slide 62


Slide 63



Effectively probe key decision makers to discover information about their business challenges to enable you to:

– Proactively turn business challenges into opportunities by identifying and confirming possible business imperatives with a client.

– Provide appropriate Assisted Care solutions to address typical business challenges and articulate the benefits of Avaya’s solutions to a client.

At the end of this module you will be able to … Effectively use solution discovery to determine your client’s business

challenges and turn them into opportunities. You will also be able to propose the appropriate assisted care solution to

address those challenges.

Slide 64


Increase revenues

Decrease costs

Improve productivity

Use today’s technologies

Provide superior end-to-end customer experience management

1

2

3

4

5

Contact Center Client Challenges

Our clients face a common set of problems when running a contact center. Some of these common business concerns are:

– How can I grow my business? • How can I decrease costs? • How can I increase productivity without adding costs? • How can I add other options for customers to reach our center with

today’s technologies? • How else can I improve customer satisfaction?

Each of these challenges are viewed differently by the key decision makers in

the enterprise.

Slide 65


Discovering Client Challenges

Chief Executive Officer

Concerned with the performance of the entire enterprise:

Increase revenues and decrease costs for higher profit

Higher returns on investment (ROI)

Competitive in the marketplace

What concerns the CEO? Their concerns center around the entire enterprise. How can I increase revenues while controlling costs? How can I get a better return on our investments? How do we remain ahead of the competition? It is important to ask appropriate questions to the CEO‘s concerns. Find out how they view the performance of their contact center today. Determine what drives their decisions to invest – what return do they expect

or want? Who are they competiting against? Once you know this – do a little research

and find out what their competitors are doing.

Slide 66


Ask the Right Discovery Questions

Chief Executive Officer

What solution discovery questions should be asked?

What revenue do you gain from your contact center today?

What are your contact center costs?

When considering an investment, do you have a benchmark ROI in mind?

Who do you consider your largest competitor?

What concerns the CEO? Their concerns center around the entire enterprise. How can I increase revenues while controlling costs? How can I get a better return on our investments? How do we remain ahead of the competition? It is important to ask appropriate questions to the CEO‘s concerns. Find out how they view the performance of their contact center today. Determine what drives their decisions to invest – what return do they expect

or want? Who are they competiting against? Once you know this – do a little research

and find out what their competitors are doing.

Slide 67


Line of Business

Concerned with the performance of the contact center:

Business growth

Customer retention

Agent productivity

Agent retention

End-to-end customer experience management


From the LOB perspecitive – they focus on the actual operations and performance of the contact center and their agents, as well as how customers are serviced today.

Slide 68



What solution discovery questions should be asked?

Are you using voice only or do you also route multimedia contacts?

What are the nature of your contacts? How do you route them today?

What reports can you share that show the key performance indicators of your contact center?

How many agents do you have? Can agents work from home?

What tools do your agents use today? Do they have screen pop?

Do you experience high agent turnover? Do you know why?

If you could change anything in the way your center operates today, what would it be?

Line of Business

Find out who their customers are and how they contact your client. Is there customer segmentation?

Find out the KPIs that are important to them and what‘s impacting those KPIs. How many agents do they have now and plan to have in the next few years. Determine if they provide agent mobility. Ask about their agent tools like hard and soft phones, system access, screen

pop – just to name a few. Find out agent turnover rates and ask if they know why. And most important, try to get to their vision – how would they change their

current operations given the opportunity.

Slide 69



Concerned with system scalability, reliability, security, and ongoing system administration and maintenance:

IT investment protection

Ease of use

Flexibility to adopt to new business models

Information Technology

The IT group will focus on the technology itself. With multiple systems deployed across the enterprise today – they will look to use their current technology, as much as possible, with any new technology they add.

Slide 70


What solution discovery questions should you ask?

Do you have a technology topography we can look at together?

What system architecture are you using today?

What services are you using? Who are your providers? What are your services costing you?

What technologies are you looking to add now and in the future? What network capacities do you expect to need?

How do you monitor the reliability and performance of your systems? How do you control system access?

Are your systems managed from a single point? Can you share your budgeted costs for system administration and maintenance?

LOB


Information Technology

When asking your discovery questions – find out as much as you can about their current technologies, system architectures, and capacities.

Found out what trunking services they‘re using - such as T1, PRI-ISDN, or SIP. Who are their providers? And what are their costs?

Focus on questions around their needs for scalability, reliability, and security. Determine how their systems are managed and the total cost of ownership

through IT expenses or budgets. By asking the right discovery questions, you can design the solution that is

right for your client and tailor your proposal to answer the needs of all the key decision makers.

Slide 71


Client Problem: Unable to provide the customer experience in accordance with new company policy and existing service level agreements.

Older call center technology with difficult screens and functionality

Limited skills-based routing

Limited pool of agent resources

Lack of system integration acrossthe enterprise

Unable to apply customer segmentation

High turnover of trained and talented employees

Lack of context in the customer experience

Reduced productivity

Reduced customer satisfaction

Reduced revenue

Negative Business ImpactsCause of the Problem

Consequences of inactionWhy it happens

Client Challenges, Causes, and Negative Business Impacts

Let’s review how we use Problem-Solution Mapping to analyze a client’s needs and formulate our findings.

Using the solution discovery methodology, we determined our client wants to provide a full customer experience and answer calls within specific service levels.

Why are they unable to do that today? Upon asking the appropriate discovery questions, we determine:

– They are using older technology with limited functionality. – They can route based on agent skill; however, not on any other criteria. – Currently, they have a limited pool of agents due to their geographic

location. – And finally, they have limited CTI due to lack of enterprise system

integration. What are the consequences of these conditions?

– They are limited in how they can segment their customer base to best match the caller to the agent most able to meet their needs.

– Agents leave to work for other centers with newer, more sophisticated technology. New agents must then be found and trained resulting in high turnover costs.

– The customer experience is not as they desire. Customers will frequently be transferred and have to repeat themselves to get what they need.

– This results in lost agent productivity and low customer satisfaction. – All of these greatly impact both the client’s revenue and profits.

Slide 72


Avaya Solution: Avaya Aura® with Avaya Aura® Call Center Elite and Avaya one-X® Agent

Avaya Solution and Positive Business Outcomes

How We Solve the Problem Positive Business Outcomes

New technology that is easy to develop, implement, and administer

Agent tools that are easy to use and train

Customer segmentation and resource utilization through advanced routing designs

Remote worker and mobility capabilities

Open SIP architecture for systems integration across the enterprise

Reduce operating costs

Increase productivity

Improve ability to meet SLAs

Expand hiring pool and reduce agent turnover

Provide contextual customer experience

Increase customer satisfaction

Increase revenue

Key Operational and Financial MetricsWhat we do to address the cause

Now let’s look at how we can help solve the client’s business issues. Based on what we've learned we will recommend the Avaya Aura® solution

with Avaya Aura® Call Center Elite and one-X® Agent. How will this address the problems and what do we expect the outcome to

be? – Our technology is easy to implement and maintain with agent tools

simple to train and use. – This will reduce operating costs and significantly increase agent

productivity. – With customizable call routing design and multiple skill assignments

available, customer segmentation and agent utilization is optimized. – The company will be better able to provide the service level they

envision for their customers. – Adding remote agent and mobility capabilities greatly expands the

resource pool available beyond their immediate geographic area and will allow them to compete for the most talented agents.

– And finally, with the ability to integrate applications across the enterprise, the agent will have access to the information they need to provide the best possible customer experience.

– All of these impacts, will result in happier customers and therefore, increased sales.

Slide 73


Client Challenges, Causes, and Negative Business Impacts

Client Problem: Multimedia work-handling requirements

Demographics of the customer base dictate the need for multi-channel communication

Current technology is a pre-SIP environment

Current communication system capacities are maximized

Customers moving to the competition

High turnover of trained and talented employees

Lack of context in customer interactions

Reduced productivity

Reduced customer satisfaction

Reduced revenue

Negative Business ImpactsCause of the Problem

Consequences of inactionWhy it happens

Now let’s look at an example involving multimedia requirements. In solution discovery, we discovered our client’s customer demographics reflect

current technologies. Their customers want to communicate through their channel of preference and expect no less.

Upon asking our discovery questions we determine: – They are not using SIP based technology in their current architecture

and – They’re at maximum system capacity today.

What is the impact they are experiencing?

– Customers are moving to their competitors who can offer all channels of interaction.

– Talented agents are also leaving to work for competitors with more sophisticated technology.

– The customer experience lacks context. They feel as if the company doesn’t know them or that the agent who responds cannot help them.

– The combined effect reduces agent productivity and customer satisfaction, resulting in lost business for the enterprise.

Slide 74


Avaya Solution and Positive Business Outcomes

Avaya Solution: Avaya Aura® with Avaya Aura® Contact Center

Open SIP architecture for systems integration across the enterprise and across media channels

New technology that is easy to develop, implement, and administer

Agent tools that are easy to use and train

Product migration plan that grows with the technologies and the business

Add media channels quickly and easily

Increase customer satisfaction

Increase revenue

Provide contextual customer experience

Reduce agent training costs

Provide a platform for future growth and innovation

How We Solve the Problem Positive Business Outcomes

Key Operational and Financial MetricsWhat we do to address the cause

This scenario points directly to the Avaya Aura ® solution: – With open SIP architecture, the company can easily integrate

applications within the enterprise and across external media channels. – Our ability to develop and implement designs provides a full contextual

customer experience. – With intuitive agent tools across all media channels, training time is

reduced and customer satisfaction increased. – By providing more channels of communication, the client can expect

more business as well. – And finally, the Avaya Aura ® Contact Center Suite, provides a clear

migration plan to grow with the business and innovate with future technologies.

– This is a perfect pathway for the self-funding implementation approach in the solution discovery methodology.

Slide 75


Checkpoints


Slide 76


Checkpoint Which of the following client challenges is the highest priority with the LOB manager of a

contact center?

– Increase revenues

– Decrease costs

– Improve productivity

– Use today’s technologies

– Provide superior end-to-end customer experience management

Correct Feedback

Correct! Although contact center managers focus on all of these to some extent, it is their job to manage the customer experience to differentiate and thus grow their business.




Incorrect. Although contact center managers focus on all of these to some extent, it is their job to manage the customer experience to differentiate and thus grow their business.


No Audio on Slide

Slide 77


Checkpoint Problem-solution mapping is used to address the discovered concerns of the client and identify

the benefits of Avaya Contact Center Assisted Care solutions in addressing those concerns.

– True

– False

Correct Feedback

Correct! Problem-solution mapping is a systematic way to work through to the right solution with the right benefit for your client.


Incorrect. Problem-solution mapping is indeed a systematic way to work through to the right solution with the right benefit for your client.


No Audio on Slide

Slide 78



Effectively probe key decision makers to discover information about their business challenges to enable you to:

– Proactively turn business challenges into opportunities by identifying and confirming possible business imperatives with a client.

– Provide appropriate Assisted Care solutions to address typicalbusiness challenges and articulate the benefits of Avaya’s solutions to a client.

As you can see, by asking the right discovery questions of the key client decision makers, we can turn their challenges into opportunities by providing the right solutions and pointing them to the benefits they seek.

Slide 79


Slide 80



Inform a client about the value that Avaya brings to the business.

Inform a client’s key decision makers about the value of Avaya’s Assisted Care solutions by demonstrating how they resolve their specific problems.

Calculate a client’s ROI.

At the end of this module you will be able to: Express the value of Avaya to your client, Demonstrate how our assisted care solutions resolve their specific problems,

and Calculate the Return on Investment they can expect.

Slide 81


Avaya Contact Center - Assisted Care Value Proposition

Avaya’s reputation as #1 in the contact center marketplace

Avaya’s proven reliability and scalability

Avaya’s innovation driving the evolution from call center to contact center to context center

Avaya’s complete offerings for all contact center technology and professional service offerings

When a client decides on Avaya, they are buying from the market leader in contact centers worldwide.

Avaya solutions are proven to be reliable and scalable, offering long-term solutions to our clients.

We drive innovation with patented technology and award winning applications. And we offer the full services our clients need and expect.

Slide 82


Financial Technical End-User

Value Statements . . . What’s Important

Quick deployment of technology for continuity of operations

Risk management with secure, reliable technologies

Rapid ROI

Reduced operating costs across the enterprise

Future-proof solution, ensuring solid investment protection

Integration with current infrastructure and technologies

Open architecture allowing flexibility for new technologies

Scalable to the requirements of the enterprise

Proven Avaya support to reduce risk and training requirements

Ease of use and administration reducing TCO

Easy to use tools

Customizable to meet current and changing needs

Easy to administer and adjust

Agent access to enterprise and external information

Enhanced customer experience

Let‘s review value from the client‘s prespective. Those concerned with the financial side of the enterprise are interested in the

impact that Avaya solutions will have on their financial performance. By offering quick deployment and continuity of operations, we reduce the risk of loss of business to the company as well as the time is takes to see a return on their investment.

With increased efficiencies and contact center productivity, we reduce operating costs across the enterprise.

With our product roadmaps and migrations strategies, Avaya provides a future proof solution, ensuring solid investment protection over the long-term.

Further, by phasing implementation from foundational or infrastructure services, to composable or specialized services, to mash-up or very specialized services not bound to users, we can provide a self-funding roadmap to innovation. The savings realized in the first phase will fund the following phases.

Technically, clients will appreciate our open architecture and the integration

quality with their existing infrastructure and applications. This same open architecture provides the flexibility they need to introduce

new technologies or respond to new business models. Because the company needs fewer servers, they have less overhead and

lower maintenance and upgrade costs. Avaya solutions grow with the enterprise preventing future “rip and replace”

strategies. Avaya’s industry recognized support and service offerings reduces risk,

training requirements and maintenance costs.

Easy and single point administration also reduces the total cost of ownership for Avaya solutions.

The End User value is twofold. The enterprise user will find their tools easier to learn and use. Simple customization of work flows and agent tools allow administrators to

tailor our solutions to their needs and respond to changing requirements in their industry.

Managers will discovery simplicity and speed in administering, monitoring and adjusting in response to demand changes in their contact center, and

Agents will have easy access to the information they need. From another end-user perspective, the customer will value the enhanced

experience of reaching someone who seems to know them and can actually help them on first contact, regardless of the channel used.

Slide 83


Return on Investment ROI = Investment/Monthly Expense Savings

Two methodologies:

– Simple or Back of the Envelope (BOE)

•“You’re spending $145K per month today, our solution costs $475K and will probably save you about $45K per month, so it looks like it’s about a 10 to 10 and half month ROI and that’s not counting the revenue increase I believe you’ll see...”

– Formal using the ROI TCO Navigator Tool*

• If preferred or required by client

• Illustrate additional benefits such as:

– Avaya Aura®

– Centralized – Flatten Consolidate Extend (FCE)

– Communication Enabled Business Processes (CEBP)

*The ROI TCO Navigator Tool is available from the Sales Enablement menu on the Avaya Global Sales or Avaya Partner Portals.

We’ve mentioned ROI several times. Let’s take a moment to look at how return on investment can be presented to your client. What your client wants to know is how long will it take for the investment to pay for itself.

You can calculate ROI by dividing the cost of the solution by the anticipated savings in monthly operating expense. But what type of operating expenses are we talking about?

Well, reductions in service carrier expense can be a big one. Moving a client from T1 to PRI, or PRI to SIP, can result in significant monthly savings. Possible reductions in maintenance and service contract fees is another.

If the client is multi-site, simplifying and consolidating IT administration to a single site also reduces the total cost of ownership. Further, by providing best-in-class networking and call routing capabilities across sites, and contact centers, they can realize significant expense reduction.

This is the simple or “back of the envelop” approach in which you can express an estimated ROI to a client in less than 2 minutes, or the time it takes to ride an elevator between a few floors.

A lot of business is done using this simplistic approach, but of course, it depends on your client.

If they require a more extensive, detailed approach you can use the ROI TCO Navigator Tool.

This tool allows you to estimate benefits for migrating to the Avaya Aura® platform, centralizing communications, risk/cost reductions, newly enabled business processes and more.

Slide 84


Checkpoint

Please take a moment to answer the following question.

Slide 85


Checkpoint Match the value statements with the appropriate key stakeholder:

Financial By offering quick deployment and continuity of business, we reduce the risk of loss of business to the company as well as the time it takes to see a return on their investment.

Technical Avaya solutions grow with the enterprise preventing future “rip and replace” strategies.

End User Managers will discover simplicity and speed in administering, monitoring, and adjusting in response to demand changes in their contact center.

Correct Feedback:

Correct! Presenting our value appropriately to key stakeholders is important in gaining their support for Avaya solutions.




Incorrect. Financial stakeholders want a quick deployment with minimal risk and fast ROI, Technical stakeholders want to know that the solution will satisfy their needs now and in the future, and end users want simplicity and flexibility.



Slide 86



Inform a client about the value that Avaya Assisted Care solutions bring to the business.

Inform a client’s key decision makers about the value of Avaya’s solutions by demonstrating how they resolve their specific problems.

Calculate a client’s ROI.

From this discussion you should now be able to communicate that: Avaya’s value proposition is twofold: First, Avaya is the leader.

– We have proven technology that is reliable and scalable to the needs of the business.

– We continue to innovate with changes in technology and new applications, and

– We offer full service options that fit the needs of any enterprise. Second, we meet the needs of key decision makers: Financial, technical

or end user - and can demonstrate our value to each. You should now also be able to calculate a simple ROI for your client’s

consideration.

Slide 87


Slide 88



Reduce a client’s anxiety by stating how Avaya AssistedCare solutions resolve business issues better than the competition.

Establish the importance of Avaya solutions differentiators unique capabilities, comparative advantages, and

holistic advantages.

Position Avaya solutions favorably against competitors' solutions.

Understand how the offer will help you as an Avaya Sales Associate or Avaya Partner to meet quota.

At the end of this module you will be able to: Reduce a client’s anxiety in choosing Avaya by stating how Avaya Assisted

Care solutions resolve business issues better than the competition. Inform your client of the Avaya differentiators including unique capabilities,

comparative advantages and holistic advantages. Position Avaya solutions favorably against competitor solutions, and Understand how our solutions help you as a Avaya Sales Associate or Avaya

Partner meet quota.

Slide 89


Avaya Assisted Care Solutions Differentiators: Unique Capabilities

Licensing simplicity

Scalability for small, medium, and large enterprises

SIP accomplishments and strategy

Avaya’s DevConnect program

Avaya Global Services

Avaya has many unique capabilities that your client will appreciate. Many of our competitors require multi-licensing or multiple systems to provide all that Avaya provides with simple licensing packages used to activate already existing capabilities within our contact center solutions.

Avaya continues to be able to serve all clients regardless of size and complexity.

Since 2005, Avaya has focused on creating a adaptable SIP communication environment, opening up possibilities and innovation under a reliable and secure architecture.

Our DevConnect program promotes the development, testing, and co-marketing of third party products that innovate contact center technology and communication-enabling business processes from more than 3,000 member companies.

We offer unapparelled support and service options from Avaya Professional Services, Avaya Operations Services and Avaya Global support for enterprises of all sizes. In fact, we won the J.D. Power and Associates 2010 Certified Technical Service & Support Program award for the 2nd year in a row!

Slide 90


Avaya Assisted Care Solutions Differentiators: Comparative Advantages

Integrated suite of best-in-class contact center solutions

Clear migration paths for contact center clients

Ability to leverage existing third-party equipment

Full customer experience optimization

If it‘s needed in a contact center, Avaya has a solution. This is a strong differientiator. With numerous patents and awards, we lead the way in advanced contact center technologies.

As we innovate, we provide a migration path to our clients that gives them peace of mind for the future.

We also ensure that our technology can use their technology, protecting not only their current investment but their future investments as well.

Finally, we innovate with them in mind. We understand their need for context based contact centers, powerful customer segmentation routing strategies, and open standards to evolve as today‘s media evolves.

Slide 91


Avaya Assisted Care Solutions Differentiators: Holistic Advantages

Fully focused on the enterprise communications business user

Simplified infrastructures

SIP-based agilities for faster, lower-cost deployments

Extended common administration

Self-funded roadmap

Unlike our largest competitors, we have always been an enterprise

communications company and not just a leader in the contact center market place. With Avaya Aura® we can solve any business communication need and innovate the way they do business in ways yet unseen.

We offer simplified infrastructures and with SIP based agility, enable faster, cheaper deployments. We consolidate administration across the enterprise reducing costs and risks to our clients.

We also strategically plan implementation of multiple technologies in progressive phases. Avoiding the rip and replace strategy and allowing the cost savings from the first to fund the next.

Now let‘s talk about how we compare to our competitors.

Slide 92


Key Strengths Key Weaknesses

#2 in CC marketplace

Sells assisted care, automated, and performance solutions

Consultative selling approach

No PBX or SIP client to provide the telephony

Full solutions require third-party vendors for completeness

Every installation is custom and expensive to deploy and maintain

Agent desktop is call control only no softphone!

All desktops require significant customization

Serve large CC needs only

Winning Against

*The content on this page may be confidential and not for external distribution.

Genesys is #2 in the contact center market and offer assisted and automated care as well as performance solutions. They take a full SIP-based approach focusing on the applications and not the hardware.

Their biggest strength is their consultative selling approach. They focus on identifying and developing the trust of the decision makers. They spend time on solving their business problems and developing a compelling business case.

Because Genesys solutions are contact-center only, and evolved through the

acquisition of several smaller companies they require customization to design, deploy and maintain.

Further, many of their designs require 3rd party vendors to provide all the abilities we provide to our clients. This has resulted in the need for strong professional services to design and install the products in order to ensure proper integration and integrity.

Thus, no two installations are the same with Genesys. They are all custom and they are all costly.

Currently, their agent desktop application is for call control only – meaning the agent still requires a hard phone set.

As with their solution overall, their agent screens also require significant customization.

Genesys continues to focus only on large scale enterprises and do not offer solutions appropriate to small and medium size.

Their biggest issue is the large amount of customization and professional services required to implement and make ongoing changes to the configuration. And these on-going professional service requirements are often left out of their original business case.

Interestingly enough, Genesys works with Avaya. Most Genesys installations are on Avaya Communication Manager.

Slide 93


Avaya Key Differentiators

Winning Against

Out-of-the-box configurations meet many client needs.

Easily extends application throughout the enterprise.

Agent desktop works with office telephone, home or cell phone, or VoIP all from the same client.

Standard SIP protocol and gateways.

Scalable for small, medium, and large enterprises.


Genesys may be #2 but they only have 14% of the market and we have an estimated 44.

As you have seen in this course, Avaya‘s strategy is to provide out-of-the-box configurations in our solutions while also allowing for great customization based on client need.

With our Avaya Aura® technology, we extend access for the contact center throughout the enterprise and beyond.

Our desktop applications work from the same client, providing diversity and mobility to contact center resources.

Using standard SIP protocol and gateways, we ensure next generation applications and innovation throughout and still remain scalable for any size enterprise.

Slide 94


Key Strengths Key Weaknesses

IT data entrenched

Large installed IT database

Extended into voice from data

#3 in global CC market

Guarantees voice quality only on 100% Cisco networks.

SIP is available only through Cisco Unified Presence.

Requires Cisco gateways and only Cisco gateways!

No connectivity between Cisco’s presence capability and contact center solutions.

Multimedia lacks feature completeness.

Cisco agent desktop requires an actual telephone and additional license.

Siloed support services.

Winning Against


Cisco certainly has a mindshare, particularly in the IT department. Typically you see customers enamored with them from the data side.

In addition, companies have invested multi-millions of dollars in their data technologies. Cisco is in the business of selling hardware and lots of it.

Having evolved their contact center technology with the onset of VoIP, you will find they are not typically as robust as Avaya’s. Further, their contact center solutions are a mix that lack tight integration.

They offer siloed support services across their product lines. This results in a greater number of escalations to higher levels to seek resolution when problems do occur.

However, Cisco is gaining ground on our applications space and are now 3rd in the market.

Slide 95


Winning Against

Avaya Key Differentiators

Guarantees voice quality on every voice application.

Fully embraced SIP standards and best practices.

Presence-enabled contact center for over 4 years.

Avaya one-X® Agent and Avaya Aura® Agent Desktop can run VoIP, or in conjunction with a hard telephone.

Easily integrates contact center controls within applications for full multimedia feature capabilities.


Unlike Cisco, Avaya guarantees voice quality on every voice application we sell, regardless of the network brand. As long as the network capacities test appropriate, Avaya’s smart systems will protect voice Quality of Service.

Over the last seven years, we have fully embraced SIP standards and best practices and can do more with less. Comparing large, complex implementations, you will find more servers in a Cisco deployment than you will an Avaya. For the client, this means they spend far less on servers with Avaya than with Cisco.

Both Avaya one-X® Agent and Avaya Aura® Agent Desktop not only extends agent access across the enterprise, but our soft phones can run as VoIP or with a hard phone.

And finally, Avaya easily integrates contact center controls within applications for full multimedia capabilities.

Slide 96


Checkpoints


Slide 97


Checkpoint A key holistic differentiator of Avaya Assisted Care solutions is our ability to provide a self-

funded roadmap by strategically phasing the implementation of multiple technologies in progressive stages.

– True

– False

Correct Feedback

Correct! A phased implementation avoids the rip-and-replace strategy and allows the cost savings from the first phase to fund the purchase and implementation of the next.


Incorrect. A phased implementation avoids the rip-and-replace strategy and allows the cost savings from the first phase to fund the purchase and implementation of the next.


No Audio on Slide

Slide 98


Which of the following is the strongest key weakness of Genesys when compared to Avaya?

– No PBX or SIP client to provide the telephony.

– Full solutions require third-party vendors for completeness.

– Every installation is custom and expensive to deploy and maintain.

– Agent desktop is call control only–no softphone!

– Serve large CC needs only.

Correct Feedback

Correct! Although these are all key weaknesses, the professional services required to customize, deploy, and maintain each and every installation makes it far more expensive than Avaya.




Incorrect. Although these are all key weaknesses, the professional services required to customize, deploy, and maintain each and every installation makes it far more expensive than Avaya..

Checkpoint


No Audio on Slide

Slide 99


Checkpoint Which of the following is the strongest key strength of Cisco when compared to Avaya?

– Guarantees voice quality only on 100% Cisco networks

– Works on Cisco gateways only

– IT data entrenched

– Siloed support services

Correct Feedback

Correct! Cisco’s greatest strength is the mindshare it has today in the IT world.




Incorrect. Cisco’s greatest strength is the mindshare it has today in the IT world. The other factors are actually key weaknesses of Cisco.


No Audio on Slide

Slide 100


How Does Avaya Assisted Care Solutions Help You Meet Quota?Avaya Assisted Care solutions:

Expands your potential client market.

Gives you choices to find the right solution for your client.

Allows you to custom tailor your solution to thespecific needs of your client as well as their customers.

Provides potential for future sales.

With our full Avaya Aura ® Contact Center Suite you can offer contact center solutions to companies of all sizes greatly expanding your potential client market.

You can match the right solution to your client based on capacities, routing requirements, and their existing technologies.

Further, you can tailor your solution to the specific needs of your client as well as the needs of their customers, and

With self-funding roadmaps, scalability and migration paths for future innovations, you have the opportunity to build long-term sales potential with each and every client.

Slide 101



Reduce a client’s anxiety by stating how Avaya Assisted Care solutions resolve business issues better than the competition.

Establish the importance of Avaya solutions differentiators unique capabilities, comparative advantages, and holistic advantages.

Position Avaya solutions favorably against competitors' solutions.

Understand how the offer will help you as an Avaya Sales Associate or Avaya Partner to meet quota.

Now we have looked at how Avaya resolves business issues, Our unique capabilities and advantages, And how we measure up against our competitors. As you can see Avaya indeed provides you with solutions that meet and may

even exceed your client’s requirements.

Slide 102


Slide 103


Course SummaryAs a result of completing this course, you should be able to:

Articulate the purpose and features of Avaya Contact Center Assisted Care solutions to your client.

Identify support services available.

Engage key decision makers using solution discovery questions to identify their business challenges.

Describe how Avaya solutions and support services can address your client’s challenges.

Communicate the value of Avaya Contact Center solutions and associated services offerings.

Overcome client’s objections to our solution for their business challenges.

Differentiate Avaya solutions favorably against the competitors' solutions.

In this course you learned: The purpose and features of Avaya Contact Center Assisted Care solutions. The Avaya support services available. The use of discovery questions to identify the business challenges of key

decision makers. How Avaya solutions and support services can address those challenges. The value of Avaya Contact Center solutions and their associated services

offerings. How to overcome client’s objections to our solution. And how to differentiate Avaya solutions favorably against our competitors.

Slide 104


For More Information Visit the Avaya Global Sales or Avaya Partner portals

for more resources and information.

Attend other courses for the APSS-CC Curriculum at Avaya Learning.

Attend the product-specific knowledge sessions available through links on the APSS-CC Curriculum at Avaya Learning.

Visit the Avaya Professional Services Web site from the Services menu on the Avaya Global Sales and the Avaya Partner portals.

This concludes Avaya Contact Center Fundamentals – Assisted Care. Be sure to visit the the Avaya Global Sales or Avaya Partner portals for more

resources and further information. Attend other courses for the APSS-CC Curriculum at Avaya Learning. Also attend the product specific knowledge sessions available on the APSS-

CC Curriculum. There you will find more detail and new release information for the entire Avaya Contact Center Suite.

And visit the Avaya Professional Services website from the Services menu on the Avaya Global Sales and Avaya Partner portals and see how they can help.

Slide 105


Congratulations!

You have reached the end of the course.

Click 'Exit' to close the course.

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Avaya Contact Center Fundamentals – Assisted Care

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