Avaya on Avaya –Avaya Support Today and TomorrowMike RundaSenior Vice President and President, Avaya Client Services

The World in 2011The Journey to Customer Service Transformation Begins….

88% of initial contacts through

the phone

Employees solving same

problems over and over

Pressure to improve

productivity, CSAT

and marginEscalations and backlog

clearing needed focus

15-20% agent

turnover

CRM System

Rapidly connecting the client to a properly skilled engineer

Current Customer Service Workflow

Skills Bank

Availability Management

Work Assignment Management

Scopia Aura Conferencing

Agent Desktop

Endpoints

Aura Messaging

Knowledge Support

Dynamic Team Formation Powered by

Client EngagementChannels

Chat Agents

Voice Agents

Mobile

Email & Web

Automated ChatCC Elite

AuraContact Center

One Touch Video

Experience Portal

CMSWorkForce

Optimization

Speech AnalyticsCall Recording

Call Back Assist

Knowledge Support

ü Skillsetü Entitlementü Client Comm

Preferencesü Availability

Engineer automatically

assigned

New Innovations: Avaya BreezeTM

Leverage Avaya BreezeTM to swarm agents to a video conference during a customer outage using Avaya Scopia

• Real-time usage of video in services.• Each video bridge is dynamically created• Enhanced experience – client reports

a critical issue and within seconds can join a video bridge with numerous parties present to assist.

Value:Hop by hop provisioning

John Smith

Support Manager Sam

Laura

Paul

Connecting client to the right content and people with full context – personalized and seamless engagement

Next-Gen Service Workflow

Client EngagementChannels

CRM SystemClient 360 Profile

ContractsSegmentationHistorical Data

..Client..Orders

..Self-Service..CSAT..Chat

..Clickstream

Engineer 360 Profile..Authored..Training..Compliance Profile..Chat History..Experience..Skills..Language

Connectivity

Smart Tools

Customer Data

Operational Intelligence

Health Checks

Automated Chat

AuraContact Center

One Touch Video

WorkForce Optimization

Speech AnalyticsCall Recording

CC Elite

Experience Portal

CMS

Call Back Assist

Knowledge Support

Scopia Aura Conferencing

Agent Desktop

Endpoints

Aura Messaging

Knowledge Support

Dynamic Team Formation Powered by

New AssignmentWarnings:

CSAT:Client History:

Engage, Recommend

& Resolve

Virtual Agent Work AssignmentContext Store

Mobile Video Engagement Assistant

SmartEngagement Assign

EngineerSnap-ins

Who you Are What you HaveWhat you Did Who can Help

The Future of Automated Proactive Engagement

Avaya Professional

Services

SupportAdvantage

Proactive Healthcheck Suite

Sol

utio

n In

spec

tion

Off

ers

All-in-one online tool to test connectivity & alarming, and run a battery of proactive health & configuration checks

Avaya Solution Configuration InspectionAllows accurate and on-time implementation and integration of solutions

Connectivity Check

Alarm Validation

Product Healthcheck

Product Configuration Validation

OFFER TECHNOLOGY

Solution Configuration Inspection / Crawler

Output Run ”Diff”

Configuration “Diff”

Implementation/Upgrade “Before / After”

Audit Trail and Consulting

Managed Service Audit

Solution Level Executive Report Generation

• Enhancements to proactive support• Joint Snap-in development with

Avaya Design and IT• Avaya on Avaya• Augment Breeze technology for

additional service improvements

Because we’re never satisfied…

Where are we going next?

• 20% Quicker Response times3

• Unassisted Solutions up by 288% since Q4FY11

• <60 seconds for Ava (Automated Chat) to take you from guided search to web chat with an agent1

• 26% improvement for outages restored in < 2hours2

• 83% of online chats resolved in <1 hour1

• 54% faster time to resolve3

• Satisfaction at an All Time High• CSAT up 13%2

• NPS up 28 points1

• One Touch Video CSAT is the highest of all channels(4.56 out of 5) 1

Improved Performance, Productivity and Automation

Ticket Resolution Improvement of 54%

Phone volume reduction by 82% since Q4FY11

Productivity vs. PerformanceCosts down significantly

While KPIs improved dramatically

Avaya Solutions deliver powerful business results

Harnessing Avaya Breeze to continually improve the client experience

Performance AutomationProductivity

1 Based on internal metrics 3 Based on internal Avaya data in 20162 Based on internal data since 2011/2012

2 Based on internal data since 2011/20123 Based on internal Avaya data in 2016