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Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 1
Avaya AuraTM Contact Center 6.0Experience Management - Next Generation contact Center
June 2010
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Guidelines for use
This is an Avaya AuraTM Contact Center 6.0 master presentation (Jul 2010 release content)
While there are a few charts on the “Suite” and “Roadmap” most of the information here pertains to the core contact center application scheduled for GA Jul 2010
The presentation is divided into sections containing information of interest to Line of Business Decision makers and CC and IS-IT Manager:
– Line of Business Decision Maker Recommended charts: • 1 to 16: Market overview and Strategy and Innovation• 43 to End – Avaya AuraTM Contact Center Suite Roadmap
– CC Manager, IS-IT Manager Recommended charts:• 17 – 35: Avaya Aura Contact Center 6.0 Solution (Release details)• 36 – 42: Upgrades & Migration (Depends on heritage)• 43 – End: Avaya AuraTM Contact Center Suite Roadmap
Select the charts based on the audience and the time allotted
Delete before presenting
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Agenda
Market Overview
Strategy & Innovation
Avaya AuraTM Contact Center 6.0 Solution
Deployment, Upgrades & Migration
Avaya AuraTM Contact Center Suite Roadmap
Summary
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Market Overview
4
Fact 1: Demographics are Changing
Fact 2: Interactions are Changing
Fact 3: Customer Satisfaction Risks are Increasing
The Next Generation Is About Experience Management
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Fact 1: Demographics are Changing
This economic recovery -- unlike those in last few decades -- will be shaped by the values of tech-loving Gen Y, and to a lesser degree, affluent members of Gen X
Sources: A new report from PricewaterhouseCoopers LLP and Retail Forward, Owned by Kantar Retail
North America:80m Generation Y
78m Baby Boomers
55m Generation X
‣ Social networking and viral information sharing beyond the contact center
‣ Instantaneous (proactive) care and instant gratification
‣ High touch personalized experience through new channels
‣ Empowerment (self service)
‣ Voice only as the last resort
NEW users have different expectations
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Fact 2: Interactions are Changing
Per
cent
of R
espo
nden
ts
Source: Yankee Group, 2009, McKinsey
‣ Voice is 2x cost other channels, but other channels have lower customer satisfaction
‣ >50% of self service interactions still require a high cost agent
NEW interaction channels are emerging
‣ Expectation of end users ‣ To reach business how and
when they want to
‣ Consistent experience across channels
‣ Customer care organization challenges‣ Increasing customer
satisfaction of lower cost channels
‣ Staffing and managing new channels appropriately
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Fact 3: Customer Satisfaction Risks are Increasing
92% of consumers form an
opinion about a company’s image through their interaction with the Contact Center
Source: Benchmark Research, Convergsys, Customer Focus Inc.
73% of Millennials will leave after one bad experience, and 85 percent will tell others about their poor experiences
80% of companies believe they deliver a superior customer experience. Only 8% of their customers agree
NEW model of customer care is required to understand and act on CSAT issues in real time
‣ Customer care organization challenges‣ Knowing customers choice of
how to be served and managing the experience
‣ Understand the “whys” causing poor customer satisfaction and dynamically adapt in real time
‣ Futureproof operations & infrastructure for flexibility to easily evolve with customer expectations
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Next Generation Contact Center Is About Experience Management
ApplicationIntegration
Connect & Openthe Enterprise
Immerse theAgent into the
Experience
Orchestratethe Experience
Manage,Learn, Apply
Bring FullContext to
Every Session
Lower TCO
Increased Flexibility
Higher Revenue Improved Agility
Improved FirstSession Resolution
Improved Customer Satisfaction
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The Next Generation Is About Experience Management
9
Connect & Open the Enterprise
Bring Full Context to Every SessionOrchestrate the Experience
Manage, Learn, &Apply
Immerse the Agent into the Experience
IVR Web Chat Email
AutomatedExperience
Management
Chat Email
MMS
MMS
SMS
SMSVideo
XML
XMLVoice
Agent EnvironmentAgent Environment
Performance ManagementPerformance Management
ReportingReporting AnalyticsAnalytics WFOWFO
Assisted Experience Management
or CS1000
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Leveraging information about a user and their environment to improve the quality of a an interaction
• Location, presence, social attributes, communication mode and historical data used to anticipate needs
• Real time situation awareness applied
Multi Mode
Behavior
Multi Media
Presence
Instant
Experience ManagementContext Drives a Differentiated Experience
CO
NT
EX
T
Next Gen Contact Center: persistent and seamless
real time transfer of customer context and data
to the best suited mode (voice, email, chat, SMS)
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A Day in the Contact Center: Loan ModificationExtending Customer Care through the enterprise
Voice
IM
Joe
Joy
Loan Advisor, Simon
SMS
Customer Experience Portal sends SMS with embedded URL to Joe’s mobile
“Press 1 to find out more why your system
crashed”
Hi Joe, please use this link to upload your photos…http://
Joy assists Joe with his loan form question and offers ways the process may be accelerated
Joy sees the Presence of a loan advisor, Simon and starts an Instant Message session
An email is auto-generated to Simon containing a link to Joe’s persistent interaction context
Joe: Joy, here’s the new kitchen photos…
Joy: Our loan advisor, Simon West, has contacted the appraiser and advised to upload copy of appraisal
Persistent Consumer Conference
Jorge (appraiser): Simon, the appraisal is updated now…http://spiappraise.com/9687
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Strategy & Innovation
‣ Avaya AuraTM Contact Center Suite Delivers Strategy‣ SIP Architecture Simplifies Application Integration‣ Persistent Context Session (Push to Anchor) ‣ Contact Routing to Work Assignment
12
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IVR Web Chat Email
AutomatedExperience
Management
Chat Email
MMS
MMS
SMS
SMSVideo
XML
XMLVoice
Agent EnvironmentAgent Environment
Performance ManagementPerformance Management
ReportingReporting AnalyticsAnalytics WFOWFO
Assisted Experience Management
or CS1000
13
Avaya AuraTM Contact Center Suite Delivers Strategy
Avaya Aura Agent DesktopAvaya Aura Agent Desktop
Avaya NGCC Performance Center
Avaya NGCC Performance Center
Avaya Aura Contact CenterAvaya Aura Contact Center
Avaya AuraWFO
Avaya AuraWFO
Avaya NGCCExperience Portal
Avaya NGCCExperience Portal
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Next Generation Contact Center SIP and the Persistent Conference Model
?? Session Context
Persistent Conference
Self-Service
End Customer
Recording
Host Data Exchange
Customer Specific Data Reporting
Insights
Agent Assist
Expert Assist
14
Standards based, simpler architecture
Easier to integrate applications
Interaction anchored at a single point and resources conferenced in
Analytics, Call Recording…other resources
Intelligent routing based on knowledge of customer and their context
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Resource Pool
15
Work Assignment
Assess multiple variables
Smart decisions to match work with best resource
Faster processing of data to improve speed of matching contact to resource
Self correcting to improve efficiency and effectiveness
Leverage experts across the enterprise
15
From Queuing and Routing to Resource Selection and Work Assignment (WA)
A2
SkillSkill A
Skill B
B2
Routing
A1B1
Queuing
34
ACD1
2
Agent
Agent
Work Pool
WA
Contextual informationBusiness rulesPerformanceObjectives
ValueKPI
Work 1
Work 3
Work 2
Work 4Work 3
Work 4
Note to presenter: Use this or the next chart - not both
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Work Assignment
Real time interaction data
Additional data to improve match rate (1:1 matching)
Faster processing of data to improve speed of matching contact to resource
Self correcting to eliminate errors
Leverage experts across the enterprise
16
Next Generation Contact Center Contact Routing to Work Assignment
ANI
DNIS
Other Skills
Language
ANI
DNIS
Match to CC KPI
Other Skills
Language
ANI
DNIS
ACDSkills
RoutingBusiness Advocate
Work Assignment
Expert Presence
Customer Intent
Customer History
Match to CC KPI
Other Skills
Language
ANI
DNIS
Note to presenter: Use this or the previous chart - not both
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Avaya AuraTM Contact Center 6.0
17
1H2010 Capability & Benefits2H2010 & 1H2011 Summary
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Capabilities
Intelligent multi-media work assignment through open, universal queue with multiple contact handling
Graphical service creation environment
On-board unified reporting - standard and customized, tabular and graphical, historical and real time
Common administration for CC supervisors and Managers
Unified agent desktop for all media types
Simple out-of-the-box screen pop
Preview and Progressive outbound dialing
Rich third party application integration through a combination of CTI, SOA and Web Services
Capabilities
Intelligent multi-media work assignment through open, universal queue with multiple contact handling
Graphical service creation environment
On-board unified reporting - standard and customized, tabular and graphical, historical and real time
Common administration for CC supervisors and Managers
Unified agent desktop for all media types
Simple out-of-the-box screen pop
Preview and Progressive outbound dialing
Rich third party application integration through a combination of CTI, SOA and Web Services
Avaya AuraTM Contact Center 1H2010
Benefits
Improved first contact resolution and customer experience Easier to learn and faster to modify workflow to meet changing
business requirements Improved supervisor effectiveness, comprehensive view of CC
operations, focus directly on issues that need intervention Improved management - eliminate duplication, reduce errors, save
time and money Enhanced agent productivity Saves time and money Increase revenues and profitability: collections, alerts, reminders,
promotions Enrich context with business process integration that is platform
independent
Benefits
Improved first contact resolution and customer experience Easier to learn and faster to modify workflow to meet changing
business requirements Improved supervisor effectiveness, comprehensive view of CC
operations, focus directly on issues that need intervention Improved management - eliminate duplication, reduce errors, save
time and money Enhanced agent productivity Saves time and money Increase revenues and profitability: collections, alerts, reminders,
promotions Enrich context with business process integration that is platform
independent
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OpenQueueWork
Assignment
Social
Voice
Voice Mail
Fax
Outbound
Benefits: “Always-open-for-
business” Nurture brand image Improved customer
experience & satisfaction Better agent utilization Increase revenue
opportunities Prioritize and efficiently
handle contacts and “work”
Match important customers with best agent
Benefits: “Always-open-for-
business” Nurture brand image Improved customer
experience & satisfaction Better agent utilization Increase revenue
opportunities Prioritize and efficiently
handle contacts and “work”
Match important customers with best agent
Multimedia Contact Center
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Single Agent Desktop for all Contacts
20
Benefits: Increased agent
productivity – utilize customer response delay time
Agent empowerment
Benefits: Increased agent
productivity – utilize customer response delay time
Agent empowerment
Features: Out of the box Agent Desktop for voice only & multi-media
Thin Client Desktop (.NET 3.5) & Citrix/Terminal Services
Context sensitive telephony functionality
Activity and Not Ready Reason Codes drop-down menu
Agent/Skillset/Application real time statistics
Voice delivered either by physical phone or soft-phone
Features: Out of the box Agent Desktop for voice only & multi-media
Thin Client Desktop (.NET 3.5) & Citrix/Terminal Services
Context sensitive telephony functionality
Activity and Not Ready Reason Codes drop-down menu
Agent/Skillset/Application real time statistics
Voice delivered either by physical phone or soft-phone
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Number of simultaneous non-voice contacts configurable (1-5) by supervisor
Agent is automatically set to "Ready" while handling voice call, chat or email contacts
Time delay, before “Additional Contact” is presented is configurable
Agent can handle one inbound or outbound voice call and any combination of up to 5 additional non-voice contacts such as chat and email.
Number of simultaneous non-voice contacts configurable (1-5) by supervisor
Agent is automatically set to "Ready" while handling voice call, chat or email contacts
Time delay, before “Additional Contact” is presented is configurable
Agent can handle one inbound or outbound voice call and any combination of up to 5 additional non-voice contacts such as chat and email.
Multiple Contact HandlingImproves Productivity for Capable Agents
21
Contacts will flash to indicate agent action required
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Faster E-Mail Handling with Editor Functions
Auto SuggestPrepared response given to agent
Reply OptionsTo/CC/BCC
Email editing Full style editing e.g. font, size, bold, italics,216 colors, bulleted and numbered lists, insert tables, images, hyperlinks, etc.
Email HistoryAgent can Review email trail
Email TemplatesHTML or Text based
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Context Sensitive IM Handling
23
Features: IM routed to Agents
Dynamic Keyword groups that can be associated with a group of experts
One click by Agent to consult Expert
Provides customer context to experts
Buddy / Expert lists are also configurable by the administrator
Features: IM routed to Agents
Dynamic Keyword groups that can be associated with a group of experts
One click by Agent to consult Expert
Provides customer context to experts
Buddy / Expert lists are also configurable by the administrator
Benefits: Improves first contact resolution by identifying persons who can help
Protects experts from being overused by agents!
Benefits: Improves first contact resolution by identifying persons who can help
Protects experts from being overused by agents!
Context Sensitive IM handling is supported only in CS1000 configuration only where the CC is integrated with MS OCS
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Outbound Dialling
Features:
Preview and Progressive Outbound solutions
Multiple number support Multiple Time-zone support Increased campaign and
contacts capacities Web services support
Features:
Preview and Progressive Outbound solutions
Multiple number support Multiple Time-zone support Increased campaign and
contacts capacities Web services support
Benefits: Increased customer satisfaction
Timely information and deadline-reminders reduces defaults and penalties
Higher revenues and profitability Alert customers to take action
when they are more likely to Increase collections
Greater efficiency & lower costs Shape the type and amount of
incoming contacts and Encourage self service
Benefits: Increased customer satisfaction
Timely information and deadline-reminders reduces defaults and penalties
Higher revenues and profitability Alert customers to take action
when they are more likely to Increase collections
Greater efficiency & lower costs Shape the type and amount of
incoming contacts and Encourage self service
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Simple Administration
25
Benefits: Reduced configuration complexity
Eliminate duplication and reduce errors
Lower implementation time and cost
Benefits: Reduced configuration complexity
Eliminate duplication and reduce errors
Lower implementation time and cost
Features: Single point of configuration for agent
related data
Access to web based CCT administration through a common administration portal (CCMA)
Access to web based multi-media server (CCMM) administration through CCMA
GUI enhancements for agent and skillset management
Features: Single point of configuration for agent
related data
Access to web based CCT administration through a common administration portal (CCMA)
Access to web based multi-media server (CCMM) administration through CCMA
GUI enhancements for agent and skillset management
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Graphical Workflow Creation
26
Features: Graphical drag and drop
“scripting” environment Document Generation:
used for customer sign-off
Printing Flows: The ability to prints Flows
Manage all workflow related data through the Service Creation Environment Client
Features: Graphical drag and drop
“scripting” environment Document Generation:
used for customer sign-off
Printing Flows: The ability to prints Flows
Manage all workflow related data through the Service Creation Environment Client
Benefits: Ease of Deployment for
Green Field Sites. Easy to learn and use,
requires less specialized skills
Easier and faster to modify workflow to meet changing business requirements
Streamline approval of call flows with business owners
Benefits: Ease of Deployment for
Green Field Sites. Easy to learn and use,
requires less specialized skills
Easier and faster to modify workflow to meet changing business requirements
Streamline approval of call flows with business owners
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Customizable Real-Time Displays
27
Features: Real time display of
simultaneous multimedia interactions with dynamic filtering
Customizable by supervisor
6 Standard templates Create private or public
displays Tabular and Graphical
Features: Real time display of
simultaneous multimedia interactions with dynamic filtering
Customizable by supervisor
6 Standard templates Create private or public
displays Tabular and Graphical
Benefits: Improved supervisor
productivity and performance – more time spent in analysis than in report creation
Better understanding of activity in skillset queues in real time – take appropriate actions
Comprehensive information on agent behaviour and performance
Summary KPI information for business decisions
Benefits: Improved supervisor
productivity and performance – more time spent in analysis than in report creation
Better understanding of activity in skillset queues in real time – take appropriate actions
Comprehensive information on agent behaviour and performance
Summary KPI information for business decisions
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Packaged Historical Reporting
28
Features: 121 standard graphical and
tabular templates
Centralized template storage
User configurable scheduling - 20 min, daily, weekly, etc.
Customized report sharing using group folders
E-mail notification of scheduled report completion
Supervisor filtering
Administrative partitions
Report Creation Wizard enables customization and data combination
Features: 121 standard graphical and
tabular templates
Centralized template storage
User configurable scheduling - 20 min, daily, weekly, etc.
Customized report sharing using group folders
E-mail notification of scheduled report completion
Supervisor filtering
Administrative partitions
Report Creation Wizard enables customization and data combination
Benefits: Improved supervisor
productivity Comprehensive
information on agent behaviour and performance
Information for long-term business decisions
Fast and easy customization with no database expertise needed
Benefits: Improved supervisor
productivity Comprehensive
information on agent behaviour and performance
Information for long-term business decisions
Fast and easy customization with no database expertise needed
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 29
Out-of-the-Box Screen Pop!
29
Features: Simple, out-of-the box, Screen Pop
Simple XML configuration file
Network information (ANI, DNIS)
Data collected via IVR* (Account number, skillset)
Associate intrinsic data with an application
More sophisticated integration to backend databases via additional services
Features: Simple, out-of-the box, Screen Pop
Simple XML configuration file
Network information (ANI, DNIS)
Data collected via IVR* (Account number, skillset)
Associate intrinsic data with an application
More sophisticated integration to backend databases via additional services
Benefit: Saves time and money
Benefit: Saves time and money
* Available with MPS today. Enhanced AVP integration will be supported in the next release
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Web Services in Avaya Aura CC 6.0
30
DesktopDesktop
Features: Administration: Query, add, remove
and list agents and supervisors. Assign, remove skillsets to/from agents.
Open Queue: Both add and remove contacts of a specific type with the Contact Center
Campaign management : Add and remove contacts from an existing campaign
Open Network: Transfer calls and associated data between different nodes in a network
Communications Control Toolkit: Now supports client development in Java and thin-client technologies
Historical Statistics: Enables custom database queries to be run and the data returned via web service
Features: Administration: Query, add, remove
and list agents and supervisors. Assign, remove skillsets to/from agents.
Open Queue: Both add and remove contacts of a specific type with the Contact Center
Campaign management : Add and remove contacts from an existing campaign
Open Network: Transfer calls and associated data between different nodes in a network
Communications Control Toolkit: Now supports client development in Java and thin-client technologies
Historical Statistics: Enables custom database queries to be run and the data returned via web service
Benefits: Ease of integration between common
business applications and contact center
Allows business process integration that is platform independent
Shorter development cycles saves time and money
Benefits: Ease of integration between common
business applications and contact center
Allows business process integration that is platform independent
Shorter development cycles saves time and money
CRMCRM
IVRIVR
Reporting DBReporting DB
WE
B S
ER
VIC
ES
Avaya Aura CC
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StandardMedia
SocialNetworks
Web
Managed Agents & Experts
Managed Agents & Experts
Contact RoutingContact Routing
Inbound ContactInbound Contact
31
Social Media Integration
Avaya Social Media
Manager
Enterprise Contact Center
Scan and process events from social media using existing Avaya Contact Center infrastructure
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Primary Server
Routing & ReportingMultimediaScreen pop
Real Time Shadowing
Application Switchover OptionsAutomatic Hot Standby and manual switchover options for all core Avaya Aura Contact Center 6.0 application components.
Hot Standby, Zero-touch recoverySeamless, uninterrupted operation
Hot patchingSecurity compliance without business disruption
Support for Geo and Campus redundancyBusiness Continuity in Disaster scenarios
Co-resident deployment on a single server now includes CC MultiMedia
Switchover
Avaya Aura CC Hot Standby Solution
32
Secondary Server
Routing & ReportingMultimediaScreen pop
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WFO for Avaya Aura CC 6.0
Avaya NES CRQM 7.0 Features:
Common portal with Avaya Aura CC 6.0 for administration
IP Multi-DN, Record-on-Demand / Save
IP Secure Call Recording
More recording “tagging” attributes (Skill Set, Activity Code, Agent ID, DNIS)
Centralized Replay and Archiving
Avaya NES CRQM 7.0 Features:
Common portal with Avaya Aura CC 6.0 for administration
IP Multi-DN, Record-on-Demand / Save
IP Secure Call Recording
More recording “tagging” attributes (Skill Set, Activity Code, Agent ID, DNIS)
Centralized Replay and Archiving
Capability Product
Contact Recording and Quality Monitoring (CRQM) – non SIP
Avaya NES CRQM – 7.0
Workforce Management Avaya WFO 10.0
Speech Analytics and Customer Feedback Avaya / Verint Impact 360 Rls 7.8
Avaya NES CRQM 7.0 Benefits: Flexible, user-controlled recording
IP, digital and analog handsets and digital trunks
Make ad-hoc or scheduled
User controlled
Audio and screen recordings triggered by business rules specified by the contact center manager
Improved quality of customer care, improved agent efficiency and effectiveness
Avaya NES CRQM 7.0 Benefits: Flexible, user-controlled recording
IP, digital and analog handsets and digital trunks
Make ad-hoc or scheduled
User controlled
Audio and screen recordings triggered by business rules specified by the contact center manager
Improved quality of customer care, improved agent efficiency and effectiveness
WFO for CC deployments on Avaya Aura CM 5.2.1 will be available in Nov 2010WFO for CC deployments on Avaya Aura CM 5.2.1 will be available in Nov 2010
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Self Service for Avaya Aura CC 6.0Avaya Voice Portal
AVP Features:
Software based platform designed to leverage existing IT investments
Best in class business continuity
Flexible architecture supporting multiple tens of thousands of concurrent ports
Built in application reporting / analytics
Integration via SIP landing pad planned for Nov 2010
No cost development tools supported by the largest development ecosystems in the industry
Investment protection for legacy applications
34
Planned for Nov 2010
MPS Available for
TDM only deployments & SS7 services
Existing customer expansion
MPS Available for
TDM only deployments & SS7 services
Existing customer expansion
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Avaya Aura Contact Center 6.0 Value Proposition Summary
Offer more customer access options improve satisfaction and loyalty
Improve agent utilization and productivity: Multiple call handling and agent efficiency features
Enhance supervisor effectiveness: Simplified administration and unified reporting
Facilitate integration to business processes and social media: Standard interfaces - SIP, SOA and Web Services
Protect, extend and grow existing infrastructure investment
Build a reliable and resilient contact center with uninterrupted operation
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Deployment, Upgrades & Migration
36
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 3737
Avaya CCE to Avaya AuraTM CC 6.0
CCE 2.xCCE 2.x
WindowsServer 2000
WindowsServer 2003
WindowsServer 2008
CCE 5CCE 5
CCE 4.xCCE 4.x
O/S Migration O/S Migration
37
Avaya Aura CC 6.0
CCE 3.xCCE 3.x
CCE 5CCE 5
CCE 4.xCCE 4.x
1. Upgrade OS to Windows Server 2008 and upgrade hardware if required
2. Licenses transfer from CCE like-for-like to Avaya Aura CC 6.0 licenses (e.g. voice for voice)L
ice
nse
mig
ratio
n fo
r S
S+
U c
ust
om
ers
CCE 3.xCCE 3.x
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 3838
Avaya CCE to Avaya AuraTM CC 6.0
CCECCE
.NET integration.NET integration
38
Avaya Aura CC 6.0
CC Elite Voice Routing
CC Elite Voice Routing
CCE Multimedia Routing
CCE Multimedia Routing
CC ReportingCC Reporting
Workforce Management
Workforce Management
Reprogram
Reprogram in CC Elite 6.0 / or continue to
use Elite with CC 6.1
Use Avaya Aura CC 6.0 reporting
Continue to use
Adapt to Avaya Aura CC 6.0 .Net interface
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 39
Avaya Aura CC 6.0 on Avaya Aura CM 5.2.1
SIP Multimedia Contact Center
• Up to 300 active agents with Avaya Aura for Midsize Enterprise CM 5.2.1 – supported at GA, Jul 30th, 2010
• Up to 1,000 active agents with Avaya Aura CM 5.2.1 available on Aug 27th, 2010
39
Avaya Aura Communication
Manager 5.2
Persistent Conference Media Anchor Point
Persistent Conference Media Anchor Point
Service Provider Network
Application Enablement Server
Agent Voice and Deskphone
Agent Voice and Deskphone
Agent DesktopAgent Desktop
H.323 and Digital Phone support
H.323 and Digital Phone support
Avaya Aura CC 6.0
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Upgrades for CS1000 Contact Centers
SCCS 5SCCS 5
WindowsServer 2000
WindowsServer 2003
WindowsServer 2008
SCCS 5SCCS 5
CCMS 7.XCCMS 7.X
CCMS 6.0CCMS 6.0
CC Express 7.1CC Express 7.1
O/S Migration O/S Migration
40
Avaya Aura CC 6.0
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Greenfield Deployment
Avaya Aura CC
6.0
Avaya Aura Communication Manager 5.2.1
Avaya Aura Communication Manager 5.2.1
SIP
Avaya Aura CC
6.0
Avaya CS 1000Avaya
CS 1000 MLS
Avaya Aura CC
6.0
Avaya CS 1000Avaya
CS 1000 SIP
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Capacity, Switch and OS Support
42
OS: Windows Server 2008 R2 64 bit Standard and Enterprise Editions
Client: Windows XP, Vista, Windows 7.0
Processor: Quad Xeon 2.8 GHz with 8Gb of RAM.
Virtualisation support: Microsoft Hyper V, VMware vSphere 4.0
Voice Agents Multimedia Agents
Switch Configuration / Availability
SIP MLS SIP MLS
Avaya CS 1000: 1500 5000 1500 3000 R5.0, 5.5, 6.0, 7.0Available at GA – Jul 30
Avaya Aura for Midsize Enterprise
300 N/A 300 N/A CM 5.2.1, SES 5.2, AES 5.2, System Platform 5.2Available at GA – Jul 30
Avaya Aura 1000 N/A 1000 N/A CM 5.2.1, SES 5.2, AES 5.2 Available on Aug 27, 2010
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 43
Avaya AuraTM Contact Center Suite Roadmap
43
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 44
Avaya AuraTM Contact Center Suite – 1H2010
44
1H2010
Voice Portal 5.1Proactive Outreach Manager 2.0Proactive Contact 4.2MPS 3.5 FP2
Call Center 6.0Avaya Aura CC
CMS 16.1IQ 5.1Avaya WFO 10.0
Avaya Aura CC DesktopContact Center Offsite Agent 2.0
IVR Web Chat Email
AutomatedExperience
Management
Chat Email
MMS
MMS
SMS
SMSVideo
XML
XMLVoice
Agent EnvironmentAgent Environment
Performance ManagementPerformance Management
ReportingReporting AnalyticsAnalytics WFOWFO
Assisted Experience Management
or CS1000
Roadmap content subject to change
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 45
Avaya AuraTM Contact Center Suite – 2H2010
45
2H2010
Proactive Contact 4.2.1MPS 3.5 FP3
Call Center 6.1Avaya Contact Center Express 5.0Avaya Aura CC
IQ 5.2Avaya WFO 10.1
Avaya Aura CC DesktopAvaya one-X® Agent 2.5
IVR Web Chat Email
AutomatedExperience
Management
Chat Email
MMS
MMS
SMS
SMSVideo
XML
XMLVoice
Agent EnvironmentAgent Environment
Performance ManagementPerformance Management
ReportingReporting AnalyticsAnalytics WFOWFO
Assisted Experience Management
or CS1000
Roadmap content subject to change
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 46
Avaya AuraTM Contact Center Suite 2H2010
46
Capabilities
Multi-media capability of Avaya Aura CC blended with voice capability of CC Elite
Next step in unified administration, reporting, desktop
Avaya Aura™ Presence/IM
SIP Call Recording
Proactive notification
Increased # of Active Agents
Capabilities
Multi-media capability of Avaya Aura CC blended with voice capability of CC Elite
Next step in unified administration, reporting, desktop
Avaya Aura™ Presence/IM
SIP Call Recording
Proactive notification
Increased # of Active Agents
Benefits Simple and cost effective multi-media solution for CC Elite customers
as a first step aligned with Avaya Aura CC Framework Improved productivity while leveraging current assets Improved FCR and CSAT by easily identifying experts to support
customers Flexible SIP recording environment for Avaya and NES heritage
customers Increased revenue and reduced cost through timely personalized
notification, increased collections and shaping of incoming calls Scalability
Benefits Simple and cost effective multi-media solution for CC Elite customers
as a first step aligned with Avaya Aura CC Framework Improved productivity while leveraging current assets Improved FCR and CSAT by easily identifying experts to support
customers Flexible SIP recording environment for Avaya and NES heritage
customers Increased revenue and reduced cost through timely personalized
notification, increased collections and shaping of incoming calls Scalability
Roadmap content subject to change
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 47
Avaya AuraTM Contact Center Suite – 1H2011
47
1H2011
Customer Experience Portal 6.0Proactive Contact 5.0
Call Center 6.2Interaction Center 7.3Avaya Aura CC
CMS 16.2Performance Center 6.0Avaya WFO 10.2
Avaya Aura CC DesktopAvaya one-X® Agent 3.0
IVR Web Chat Email
AutomatedExperience
Management
Chat Email
MMS
MMS
SMS
SMSVideo
XML
XMLVoice
Agent EnvironmentAgent Environment
Performance ManagementPerformance Management
ReportingReporting AnalyticsAnalytics WFOWFO
Assisted Experience Management
or CS1000
Roadmap content subject to change
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 48
Avaya AuraTM Contact Center Suite 1H2011
48
Capabilities Breakthrough, scalable and distributed Work Assignment
Avaya Aura CC Framework with ICR supports mix of CC Elite, NES CC and Avaya Aura CC nodes, sites and agents
Unified experience management across self and assisted channels
Single service creation environment
Avaya Performance Center integration
Capabilities Breakthrough, scalable and distributed Work Assignment
Avaya Aura CC Framework with ICR supports mix of CC Elite, NES CC and Avaya Aura CC nodes, sites and agents
Unified experience management across self and assisted channels
Single service creation environment
Avaya Performance Center integration
Benefits New, innovative method to match contacts with the right resource the
first time improving first contact resolution and CSAT Investment protection and scalability Reach customers with new self service channels, lower cost of service
and higher customer satisfaction Orchestrate end to end contact center communication and process
flows Enables the business to enhance customer experience, improve
customer retention and drive down costs
Benefits New, innovative method to match contacts with the right resource the
first time improving first contact resolution and CSAT Investment protection and scalability Reach customers with new self service channels, lower cost of service
and higher customer satisfaction Orchestrate end to end contact center communication and process
flows Enables the business to enhance customer experience, improve
customer retention and drive down costs
Roadmap content subject to change
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 49© 2010 Avaya Inc. All rights reserved.
Summary
49
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 50
Increased competition, changing demographics, growth of new communications media, demanding customers
Next Generation Contact Center Is about Experience Management Experience Drives Differentiation
Context Drives Differentiated Experience
Avaya Next Generation Contact Center Strategy and Innovation SIP to flexibly connect and open the enterprise, eliminate cost and complexity
Evolve from queuing and routing to Resource Selection and Work Assignment
Manage the Experience with context: Assisted and Automated
Provide an integrated suite to ease deployment, optimize cost and improve performance
Increase use and effectiveness of self service
Provide migration path to protect investments
Increased competition, changing demographics, growth of new communications media, demanding customers
Next Generation Contact Center Is about Experience Management Experience Drives Differentiation
Context Drives Differentiated Experience
Avaya Next Generation Contact Center Strategy and Innovation SIP to flexibly connect and open the enterprise, eliminate cost and complexity
Evolve from queuing and routing to Resource Selection and Work Assignment
Manage the Experience with context: Assisted and Automated
Provide an integrated suite to ease deployment, optimize cost and improve performance
Increase use and effectiveness of self service
Provide migration path to protect investments
Summary
50
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 51
Thank You
51
the old order changeth, yielding place to new…