Avaya IP Office Customer Call Reporter Competitive Overview August 2012 Statements Regarding Third Parties: These slides and the accompanying oral presentation contain our opinions regarding the competition, and what we believe to be accurate information. ShoreTel is committed to absolute integrity, and does not knowingly communicate false information. We believe our opinions to be reasonable and our statements to be truthful. Nevertheless, ShoreTel encourages our resellers to conduct their own independent research into individual companies and products. ShoreTel Confidential and Proprietary Information Intended for the exclusive use by authorized ShoreTel resellers. Geoff Murase Sr. Product Marketing Manager ShoreTel [email protected]
Transcript
Avaya IP Office Customer Call ReporterCompetitive Overview
August 2012
Statements Regarding Third Parties:These slides and the accompanying oral presentation contain our opinions regarding the competition, and what we believe to be accurate information. ShoreTel is committed to absolute integrity, and does not knowingly communicate false information. We believe our opinions to be reasonable and our statements to be truthful. Nevertheless, ShoreTel encourages our resellers to conduct their own independent research into individual companies and products.ShoreTel Confidential and Proprietary Information Intended for the exclusive use by authorized ShoreTel resellers.
Avaya IP Office Customer Call Reporter Historical Reports
• Seven Report Templates
• Agent Summary Report
• Call activity for agents in a queue or for specific agents.
• Call Details Report
• Total number of calls, internal calls (optional), external outbound calls and the total number of external inbound calls.
• Call Summary Report
• Total calls presented and answered; the average speed to answer in percentage and average speed to answer time, the number of calls overflowed and lost, the average abandon time as well as the grade of service.
• Trace Reports
• Lists in chronological order all the events, date and time stamped that involved the user selected.
• Alarm Reports
• Show the number of warning and critical alarms received for each unique alarm type included in the report.
• Voicemail Reports
• Total calls answered by the Auto-Attendant, total calls abandoned in Auto-Attendant, and a table of unique call flow trigger names with a tally of the number of times the trigger has been received.
• Agent Time Card Report
• Agent performance including time logged in, talk time, time in various states, calls made and answered and agent performance.
Top 10 ShoreTel ECC Advantages vs. Avaya IP Office Customer Call Reporter
Avaya IP Office Customer Call Reporter ShoreTel ECC
1.Scalability • Only scales up to 150 Agents and 30 Supervisors • Scales up to 1,000 Agents and 100 Supervisors
2. Multisite • Single site • Multisite support
3. High Availability • No failover • Hot standby redundancy support
4. Routing • No advanced routing capabilities • Skills, Priority, Shifts, ANI, DNIS based routing
5. Multi-media • No support for chat • Support for email, video, chat
6. Agent Queues • No personal agent queues• Support for personal agent queues• Routes calls to be answered by specific agents• Routes callbacks to specific agents
7. Callbacks • No support for callbacks• Support for Scheduled, Abandoned, and Web
Callbacks
8. CRM integration • No CRM integration • CRM integration and screen pops
9. Reports • Only 7 report templates • 140 real time and historical report templates
• Avaya IP Office offers the Customer Call Reporter (CCR) application for the SMB contact center market.
• CCR doesn’ support high availability of multisite deployments and only scales up to 150 agents and 30 supervisors.
• CCR lacks many features required to meet today’s contact center needs including multi-media support, personal agent queues, advanced routing, CRM integration, and outbound dialing.
• ShoreTel Enterprise Contact Center offers a complete highly available contact center solution that has all of the features needed for today’s modern contact center.
