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Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 1 Avaya Aura TM Contact Center 6.0 Experience Management - Next Generation contact Center June 2010
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Page 1: Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.1 Avaya Aura TM Contact Center 6.0 Experience Management - Next Generation contact.

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

Page 2: Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.1 Avaya Aura TM Contact Center 6.0 Experience Management - Next Generation contact.

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 2

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

Page 3: Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.1 Avaya Aura TM Contact Center 6.0 Experience Management - Next Generation contact.

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 33

Agenda

Market Overview

Strategy & Innovation

Avaya AuraTM Contact Center 6.0 Solution

Deployment, Upgrades & Migration

Avaya AuraTM Contact Center Suite Roadmap

Summary

Page 4: Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.1 Avaya Aura TM Contact Center 6.0 Experience Management - Next Generation contact.

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 4

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

Page 5: Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.1 Avaya Aura TM Contact Center 6.0 Experience Management - Next Generation contact.

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 55

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

Page 6: Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.1 Avaya Aura TM Contact Center 6.0 Experience Management - Next Generation contact.

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 66

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

Page 7: Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.1 Avaya Aura TM Contact Center 6.0 Experience Management - Next Generation contact.

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 77

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

Page 8: Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.1 Avaya Aura TM Contact Center 6.0 Experience Management - Next Generation contact.

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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

Page 9: Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.1 Avaya Aura TM Contact Center 6.0 Experience Management - Next Generation contact.

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 9

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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Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 101010

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

Page 15: Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.1 Avaya Aura TM Contact Center 6.0 Experience Management - Next Generation contact.

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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

Page 17: Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.1 Avaya Aura TM Contact Center 6.0 Experience Management - Next Generation contact.

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Avaya AuraTM Contact Center 6.0

17

1H2010 Capability & Benefits2H2010 & 1H2011 Summary

Page 18: Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.1 Avaya Aura TM Contact Center 6.0 Experience Management - Next Generation contact.

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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

Email

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

Page 23: Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.1 Avaya Aura TM Contact Center 6.0 Experience Management - Next Generation contact.

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 23

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

Page 24: Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.1 Avaya Aura TM Contact Center 6.0 Experience Management - Next Generation contact.

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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

Page 25: Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.1 Avaya Aura TM Contact Center 6.0 Experience Management - Next Generation contact.

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 25

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

Page 26: Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.1 Avaya Aura TM Contact Center 6.0 Experience Management - Next Generation contact.

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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

Page 27: Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.1 Avaya Aura TM Contact Center 6.0 Experience Management - Next Generation contact.

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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

Page 28: Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.1 Avaya Aura TM Contact Center 6.0 Experience Management - Next Generation contact.

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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

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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

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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

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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

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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

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Avaya AuraTM Contact Center Suite Roadmap

43

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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

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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

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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

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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

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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

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Summary

49

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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

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Thank You

51

the old order changeth, yielding place to new…


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