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1
DEEP DIVE
ON AVAYA AURA® CONTACT CENTER
Bill Jolicoeur
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7:00am 8:30am
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Expo Hours
© 2016 Avaya Inc. All right reserved 5 5
AGENDA
Introducing Avaya Aura® Contact Center
What’s New in Avaya Aura® Contact Center 7.0
– Summary of Key enhancements
– Agent and Supervisor enhancements
– Integrations within Avaya portfolio
– Deployment options and Administration simplification
– New, Migration, and Upgrade offers
Summary
INTRODUCING
AVAYA AURA® CONTACT CENTER
© 2016 Avaya Inc. All right reserved 7
CONSUMERS ARE DRIVING OMNICHANNEL ADOPTION
“I’ll text, IM,
email, or chat.
Please don’t
make me call.”
Voice calls aren’t for everyone
© 2016 Avaya Inc. All right reserved 8
AVAYA AURA® CONTACT CENTER – WHAT IS IT?
Skills-based routing, service level routing, service level management, connecting the customer with the best resource
Real-time displays, historical reporting, over 130 pre-defined reports, report customization
Inbound/outbound voice, email, web chat, SMS, IM, fax, scanned docs, and social media
Unified Omnichannel
Agent Desktop Workflow
Open, Web
Services APIs
Routing and
Resource
Prioritization
Omnichannel
Contact Center
Unified Reporting
And Performance
Monitoring
Screen pops, customer history, expert access, home agent
Create workflows that merge the CC and business process - call back, routing work/tasks to contact center
Single graphical workflow management for assisted, self-service, and social media
© 2016 Avaya Inc. All right reserved 9
AACC - A COMPLETE OMNICHANNEL SOLUTION
Recording
Client
Automated
Services
Breeze™ and Business Applications
Social Media
Avaya Aura
Contact
Center
Agents
Expert
Expert
Expert
Scanned Docs / FAX
IM
Reporting
WHAT’S NEW WITH AVAYA AURA®
CONTACT CENTER 7.0?
© 2016 Avaya Inc. All right reserved 11
AVAYA AURA CONTACT CENTER 7.0
KEY ENHANCEMENTS
Increased Scale
– Increased Chat and Predictive Outbound scale
Enhanced Agent Experience
– Avaya Aura Agent Desktop re-styled
– API refresh, including Agent-side Chat API
– Browser-based Agent Controls Application for Microsoft Windows, iOS, and Android
Supervisor Enhancements
– Microsoft SSRS Historical Report Templates for easier MS Excel integration
Improved Consumer Experience
– Support Callback Assist for callers on hold
Management
– High Availability simplification
Innovate with Avaya Breeze
– Co-Browse Snap-in
– Real-time Speech Snap-in
Security & Serviceability Enhancements
Latest Platform Support
– Alignment with Avaya Aura 7.0 and CS1000 7.6
– Microsoft Windows 2012 OS and Database Refresh
© 2016 Avaya Inc. All right reserved 12
AACC 7.0 Enterprise Web Communications
Scale to 3000 concurrent web chat sessions on single AACC 7.0
instance for very large Avaya Aura customers
Requires Custom Desktop using new API’s.
Avaya Agent Desktop support on roadmap for 7.0.1.
AACC 7.0 Predictive Agents
Scale AACC 7.0 Predictive Outbound Solutions to target 1000
Active Blended Agents, unified agent desktop, managment and
reporting
AVAYA AURA® CONTACT CENTER 7.0
EXPANDING THE BOUNDARIES
© 2016 Avaya Inc. All right reserved 13 13
SCALABLE ENTERPRISE WEB CHAT SOLUTION
Customer Web
Server
Agent Desktop
HTML/JS
REST & Web Sockets
AACC Login
Web Sockets Enterprise Web Chat
Customer
Reference Customer Website
Reference Agent Desktop AACC 7.0
Firewall Firewall
Internet Internal Network DMZ
Multimedia Administration
Standard administration for Chat features
AVAYA AURA® CONTACT CENTER 7.0
AGENT AND SUPERVISOR ENHANCEMENTS
Improve Agent and Supervisor Productivity
© 2016 Avaya Inc. All right reserved 15 15
Modern user interface theme
Control layout preserved
Agent retraining should not be required
Main impact of changes: Fonts, Colors and Icons
AGENT DESKTOP RE-STYLING
© 2016 Avaya Inc. All right reserved 16 16
MODERNIZED AGENT INTERFACE
Un-Available for Work
Incoming New Contact
© 2016 Avaya Inc. All right reserved 17 17
MULTIMEDIA ENHANCEMENTS HIGHLIGHTS
Modern user interface
Support for company logos and images in email signatures
Forced Agent Not Ready (AUX) Reason Codes
Automatically inject “0” before dialing out in phonebook
Copy “CLID” directly from Avaya Agent Desktop toolbar
Interop with Breeze™ Co-browse Snap-in
© 2016 Avaya Inc. All right reserved 18
Allow contact center login
without fully functional desktop
Migrating CS 1000 customers
parity with Phone-only login
Requires Avaya desk-phone or
remote Avaya VPN phone
Challenges:
Supervisor and Agent functionality:
Login/Logout/Ready/Not
Ready/ACW/Activity Code/Not
Ready Code
Supported browsers: Internet
Explorer, Firefox, Chrome and
Safari
Supported Operating systems:
Windows, Android, iOS
Capabilities:
AACC 7.0 Browser Based
Voice Agent
Solution:
Flexible Agent Working Run on Windows PC and other platforms/devices
AGENT LOGIN FROM BROWSER
© 2016 Avaya Inc. All right reserved 19
NEW EMBEDDED REPORTING ENGINE
• Uses MS SQL Server Reporting Services
(SSRS) in local mode
• SSRS used for data presentation only –
AACC database remains unchanged
• Multiple report designer options exist
for building custom reports
• Import pre-AACC 7.0 RCW custom
templates. Export facility via rich Excel.
• Uses standard Microsoft reporting tools
Capabilities
New look & feel resulting in lower training time and costs Investment Protection
© 2016 Avaya Inc. All right reserved 20
LANGUAGE SUPPORT
Avaya Aura® Contact Center 7.0 is localized in the following languages
English
French
German
Italian
LA Spanish
Brazilian Portuguese
Russian
Simplified Chinese
Traditional Chinese
Korean
Japanese
Refer to the Avaya Aura Contact Center Release Notes and Documentation for information on the deployment of international OS versions and localization.
AVAYA AURA® CONTACT CENTER 7.0
INTEGRATIONS
Callback Assist Engagement Development Platform Snap-ins Proactive Outreach Manager
© 2016 Avaya Inc. All right reserved 22
Callback Assist
– Application hosted on Avaya Aura® Experience Portal
Queued Calls handled by Contact Center script
– Queries the EWT (Expected Wait Time) and routes the call to Callback Assist if queues are very busy
Callback Assist plays a prompt to the customer with the options to -
– Request immediate call back
– maintains position in the queue without the caller having to wait.
– Callback Assist makes a call back the moment an agent is available.
– Schedule a call back
– Callback Assist directs the call to an available agent at the scheduled date and time.
Improve the consumer experience and avoid long waiting times
AVAYA CALLBACK ASSIST
WITH AVAYA AURA CONTACT CENTER 7.0
© 2016 Avaya Inc. All right reserved 23
WHAT IS AVAYA BREEZE™?
Application platform for building real-time communications applications
Orchestrate interactions between
people, media, devices and events
Event-Driven Outcomes
Business
Events
Emergency Alert
Social Media
Fraud Detection
Inbound Call
Shortage SMS text
Video
Avaya Breeze
Context Resource Assignment
Speech analytics
WebRTC
Team Formation
Multi-channel broadcast
Contact Intercept
Workflow
People,
Media, Devices
© 2016 Avaya Inc. All right reserved 25 25
AVAYA BREEZE™ SNAP-INS
WITH AVAYA AURA CONTACT CENTER 7.0
Snap-in Description
Context Store
Web services access to in-memory data grid for storing and retrieving context/session data
which can be used for (a) data directed routing and (b) screen pop customer details to
AACC agents
Real Time Speech Web services access to the real time results(as they happen) detection of words and
phrases on monitored conversations made available to AACC supervisors and agents
Collaborative Browsing
Provides infrastructure for customers and agents to simultaneously use the same
websites, browse together, and enter information into web forms using any browser (
customer side or agent)
Avaya Presence Allows UC users share presence and exchange IM’s between all enabled users including
AACC Agents using Avaya Agent Desktop
Park-n-Page Allows calls to be parked and picked up with an easier to use short number not tied to any
extension (which may be longer)
© 2016 Avaya Inc. All right reserved 27
REAL-TIME SPEECH SNAP-IN USE CASE EXAMPLES
Agent Script Guidance
Real-time guidance
during the call duration
Supervisor Alerting
Automated observation
of agent performance/ call content
Enterprise Worker
Compliance
Real-time analysis of call content
for compliance
Solving For The Right Outcome In The Moment
• Faster identification of compliance risks
• Prioritized intervention guide
• Spot agent burnout or attrition
• Faster up-skill time • First call resolution • Lower customer effort
© 2016 Avaya Inc. All right reserved 28
AVAYA PROACTIVE OUTREACH MANAGER
WITH AVAYA AURA CONTACT CENTER 7.0
Avaya Agent Desktop handles all contacts
– Voice, multichannel, predictive outbound
AACC provides unified administration
– Single point for defining POM Outbound skillsets for agents
AACC onboard reporting includes POM Outbound reporting
– Campaign reporting in POM
Rich blending of inbound, outbound and multichannel contacts in a single queue & workflow
– The realization of Omnichannel
Agent-based predictive dialing campaigns
– Predictive, Preview and Progressive dialing modes
Agent-less voice, email, and SMS notifications and interactive services
– Personalized
– Paced automatically to inbound service levels
Extensive web services for rapid integration
POM 3.0.2 …with AACC 7.0
Increased Scale for a winning combination
AVAYA AURA® CONTACT CENTER 7.0
DEPLOYMENT AND ADMINISTRATION
Flexible New Deployment options Improved System Administration
© 2016 Avaya Inc. All right reserved 30
Avaya supplied
– AACC DVD
– Web LM OVA
– Avaya Media Server OVA
Deployed in customers VMWARE solution
Customer supplied H/W and OS and OS licenses
Avaya Software Appliance
Avaya DVD
Single Avaya Supplied DVD
Customer supplied H/W, OS and OS licenses
Optional two step comission process
1. Comission in Partner Lab with completion at customer site
2. Full Install at Customer Site
Refer to the Avaya Aura Contact Center Overview and Specification document on support.avaya.com
for platform vendor independent (PVI) specifications for DVD and virtualized deployments.
Note Avaya does not supply a Hardware appliance for AACC 7.0
AVAYA AURA® CONTACT CENTER 7.0
DEPLOYMENT OPTIONS
© 2016 Avaya Inc. All right reserved 31 31
ENHANCED SECURITY
NEW DEFAULT OPTIONS FOR EASIER ADMINISTRATION
Web services and administrative applications
– configured automatically to use a secure form of communication (HTTPS)
Ignition Wizard
– will configure web hosting servers, IIS, Tomcat, CXF and Jetty, used by the Contact Center to provide web services and administrative applications, to use secure communications over TLS (HTTPS)
After installation, if required, these services and applications can be set to use an unsecure form of connectivity (i.e. use http)
AACC 7.0 has integrated several certificate stores into a single store
© 2016 Avaya Inc. All right reserved 32
Reducing Complexity and Cost of Deployments with Streamlined Maintenance Windows for customers
SOLUTION SIMPLIFICATION
Installation Simplification
– AACC 7.0 basic installation wizard
Hot Patching for AACC Aura campus pair Mission Critical High Availability (MCHA)
Removal of backup/restore steps in (MCHA) solutions and replacement
with Managed Switchovers with Zero Downtime
Database consolidation
© 2016 Avaya Inc. All right reserved 33
Simplified Management of Contact Center Admin and Reporting Data
Benefits of Database consolidation:
• Solution Simplification – single integrated database
framework with enhanced speed and performance
• Consolidated data is replicated from active to standby
• No need for AACC 6.x CCMA backup/restore
procedures
• Active Directory replication no longer required
• Scheduled Assignments are stored in AACC
database
• Immediate access to consolidated data after switchover
– no need to restore disparate data.
• Reduced Maintenance Window saves time
AACC 7.0 Database
After - Simplicity
CCMA DATA
Access DB
User Accounts
Before
Flat Files
Flat Files
CONSOLIDATION OF INTERNAL DATABASES
© 2016 Avaya Inc. All right reserved 34 34
AACC 7.0 includes the option of having an Active AACC server with a standby AACC Remote Geographic Node without the expense of a Campus Standby server
– This deployment is a Standalone AACC with a Remote Geographical Node (RGN)
– This offers database resiliency in the event of failure but no automatic switchovers
– The customer can manually provision the RGN to take over call processing if needed
NEW HIGH AVAILABILITY OPTION ‘1+1’
Lowers overall UC and CC solution cost
© 2016 Avaya Inc. All right reserved 35
AACC 7.0 Virtual
Server 1
Physical Server 1
Base AACC Virtualised
Model in Hyper-V
AAMS 7.7
WebLM 7.0
Physical Servers
AACC 7.0 Enhancements
• Virtualised High Availability with AAMS 7.7
• New VMWare KPI Monitoring Utility
• Capacity Limit 1,000 Agents
AACC 7.0 Mission Critical
Virtualised Model in
VMWARE
including AAMS AACC 7.0 Virtual Server 1
Virtual Server 2
Physical Server 1
AAMS 7.7
Virtual Server 3 WebLM 7.0
AACC 7.0 Virtual Server 1
Virtual Server 2
Physical Server 2
AAMS 7.7
Virtual Server 3 WebLM 7.0
Implement a fully virtualized AACC solution up to 1000 agents
Avaya Aura® Media Server High Availability Virtualization
© 2016 Avaya Inc. All right reserved 36 36
AACC 7.0 Server
Microsoft Windows 2012 Server R2 Standard and Datacenter
AACC 7.0 Client
Microsoft Windows 7 SP1, 8.1,10*
– Note Embedded OneX Agent softphone is currently Windows 7 only
Microsoft Internet Explorer 10,11
AACC 7.0 Virtualization
VMware vSphere Hypervisor (ESXi) (Version 5.0/5.1/5.5)
Microsoft Windows 2012 R2 HyperV
Virtualized applications using Citrix XenApp 7.6
AACC 7.0 Server Specifications
Must comply with Microsoft Windows 2012 Server R2 and equal or exceed the AACC 6.4.2 Mid-range specification, High-end CS2 specification recommended
Full details in AACC Overview and Specification guide
SUPPORTED OS AND CLIENTS
AVAYA AURA® CONTACT CENTER 7.0
MIGRATION
New, Migration, and Upgrade offers
© 2016 Avaya Inc. All right reserved 38 38
The following Configurations are orderable and supported
Avaya Aura 6.x
Avaya Aura 7.x
CS1000 7.6 AML
AVAYA AURA CONTACT CENTER 7.0
ORDERABLE AND SUPPORTED CONFIGURATIONS
Be sure to Contact your Existing Customers
© 2016 Avaya Inc. All right reserved 39
Avaya
Communication
Manager
Avaya CS1000
1999 to 2015 Today / 2016
Any heritage Nortel CC
AACC 6.X
AACC 7.0
AACC 7.0 Upgrade
AACC 6.X Upgrade
AVAYA AURA CONTACT CENTER 7.0
SOFTWARE UPGRADE PATHS
Evolve your current solution to the latest AACC release. Paid upgrades Prepaid upgrades under service contract Supports current and previous switch release Protects investment in existing switch platform
Upgrade to the latest software release
© 2016 Avaya Inc. All right reserved 40 40
WHY UPGRADE TO AVAYA AURA CONTACT CENTER 7.0?
Upgrade multimedia channels to full Omnichannel agent capability at an attractive price
Grow revenue with increased capacity for chat
Integrate with other business applications with Agent side chat API
Address customer expansion of Predictive Outbound with increased capacity for AACC with POM
Stylish new Agent interface and capabilities for increase productivity
Reduce system administration overhead especially for High Availability configurations
Enhanced security
© 2016 Avaya Inc. All right reserved 41
MIGRATING FROM CS1000-BASED CONTACT CENTER
TO AACC ON COMMUNICATION MANAGER
• Nortel Contact Centers and AACC CS1000 deployments use AML
to connect to the UC host
• AACC on Communication Manager deployments use SIP to connect to the
UC host
AML vs. SIP, what’s the difference?
• Aura SIP solution offers many new features and capabilities!
• Investment protection for our Nortel installed base
Data preservation
No re-training of staff or agents
Discounts make this a compelling offer
• Voice only deployments can add multimedia
• Leverage Avaya Aura and Engagement Development platform ecosystem
Why Migrate?
© 2016 Avaya Inc. All right reserved 42
AACC 6.x
AML
NES CC 6.0,
7.x AML Avaya CS 1000 (AML)
AACC 7.0
ACCS
7.0
Or
Commercial Application Migration to Avaya Communications Manager or IP Office supported on all systems
from 1999 onwards using ASIPP for license migration
– Inclusive of Symposium CC, Symposium Express, Nortel CC, AACC 6.x AML
Configuration and Reporting data migration supported for Voice and Multimedia data for systems post-2005
– Inclusive of NES 6.x/7.x, AACC 6.x AML
UNIFIED COMMUNICATIONS MIGRATION PATHS
Protecting administration, scripting, and reporting data investments
© 2016 Avaya Inc. All right reserved 43 43
8 REASONS TO MIGRATE TO AVAYA AURA® CONTACT
CENTER 7.0 ON AVAYA AURA
1. Modern Omnichannel SIP CC architecture
2. Delivers omnichannel admin, reporting, workflow & desktop in an application suite
3. Add Remote Agents Seamlessly
4. Simplified Management of Prompts
5. Leverage IM / Presence
6. Simplified CC and IVR Integration
7. Add Engagement Development Platform Snap-ins
8. Investment Protection with Avaya
© 2016 Avaya Inc. All right reserved 44 44
The following configurations are not orderable and not supported with AACC 7.0
AACC Elite Complement with optional IQ and ACM integration
AACC CS1000 SIP
AAOA (Offsite Agent) for CS1000 AML
AACC with SER Predictive Outbound
AACC with MBT (SES)
CCT Knowledge Worker on CS1000
Standalone Security Framework (CS1000)
CCMS, CCMA, CCT as standalone servers
AACC Hardware appliance
Current Versions of these products remain supported for AACC R6.x as per AACC lifecycle policies.
Note: See AACC 7.0 Offer Definition for recommended migration paths.
AACC 7.0 END OF SALE/ SUPPORT CONFIGURATIONS
© 2016 Avaya Inc. All right reserved 45 45
NEW FOR AVAYA AURA CONTACT CENTER 7.0
CUSTOMER ENGAGEMENT SUITES
Voice and Multimedia
Voice Suite
New, Add and Upgrades
Multimedia Suite
New, Add and Upgrades
Resilience Suite
New, Add and Upgrades
Customer Engagement Suites to simplify transformation to omnichannel with Avaya
© 2016 Avaya Inc. All right reserved 46
AVAYA AURA CONTACT CENTER 7.0
2 COMMERCIAL OFFERS
Customer Engagement Suite offer
Provides bundles for:
– Voice agents
– Multimedia agents
– Resiliency functionality
Optional unbundled software features can also be added
Available for Avaya Communication Manager environments
Enterprise offer
A la carte options for:
– Voice agents
– Multimedia agents
– Optional software features
Flexibility to order the exact quantities and features that they require
Available for Avaya Communication Manager and Avaya CS1000 environments
© 2016 Avaya Inc. All right reserved 47
AACC 7.0 SOLVES BUSINESS CHALLENGES
Administration Security Agent/Supervisor Grow Business
Reduce Complexity and
Cost of AACC Deployments
Shorter Maintenance
Windows
Media Server Virtualization
Customizable Agent Web
chat API and new modern
Web portal SDKs
Secure communications
(https) enabled by default
Improved password and
session management in
CCMA
Increase security with latest
versions of JAVA, Tomcat
Browser based client
Modernized GUI
Easier to analyze and
present reports in Microsoft
Excel
Leverage Engagement
Development Platform
Snap-ins (e.g. Real time
speech, co-browse)
Address growth in web chat
Blended predictive outbound
(POM 3) at higher scale
Call customers back via
Callback Assist
Improve Administrators
Productivity
Strengthen security
Increase Agent/Supervisor effectiveness
Increase revenue and save costs
Supports Microsoft Windows 2012 server
Option to deploy in VMware environment
Simpler HA deployment
Flexible Upgrade and migration options from older releases
Platform Flexible
Deployment
TRANSFORMING CUSTOMER ENGAGEMENT
© 2016 Avaya Inc. All right reserved 49
TRANSFORMING CUSTOMER ENGAGEMENT
Avaya Aura®
Elite Stack CC Elite
CMS AES
One-X Agent Interaction Ctr
EMC
Social Responder
Context Store
Work Assignment
Co-Browse
Control Manager
WebRTC Mobile Video
Gila
Report
ing &
Analy
tics
Opera
tion, A
dm
inis
tration &
Main
tenance
Avaya Breeze™
Business Logic, Routing, Context
Common Client SDK
Channel Snap-Ins
HTML5 Agent / Supervisor Client (Avaya or Custom)
External systems to connect to for media services (e.g. Avaya Aura)
AACC Suite Voice Routing Multichannel
Reporting Admin
Agent Desktop Web Svc API
© 2016 Avaya Inc. All right reserved 50 50
Gila
Omnichannel Customer
Engagement Solution for
the Digital Age
All Channels + All Devices
Omnichannel Business Goals Driven Enterprise Wide Routing
In-Memory Omnichannel Customer Journey
Omnichannel Desktop | Unified Reporting & Analytics | Rich Engagement | Extensibility
PROJECT GILA
© 2016 Avaya Inc. All right reserved 51
PROJECT GILA
High Level Architecture
Report
ing &
Analy
tics
Pro
vid
ing a
ctionable
insig
hts
to d
rive t
he
Custo
me
r E
ngagem
ent
Op
era
tion, A
dm
inis
tration &
Main
tenance
Avaya Breeze™
Common Functions - Business Logic, Routing, Context
Common Client SDK to interface to desktop
Channel Snap-Ins – easily pluggable to perform desired functions
Adjunct Route | Assisted Chat | Chat Bot | Video | Co-Browsing | SMS | Social
HTML5 Agent / Supervisor Desktop (Avaya or Custom)
External systems to connect to for media services (e.g. Avaya Aura) or additional channels (e.g. Email, ..). Integrated into the solution via Connectors / Snap-Ins.
© 2016 Avaya Inc. All right reserved 52
CONSISTENT BRAND EXPERIENCE ACROSS ALL CHANNELS
Chat
Voice
Social Media
Video SMS
Co-Browse Chat Bot
© 2016 Avaya Inc. All right reserved 53
IN SUMMARY
Modernize!
Evolve to Omnichannel!
Differentiate with new capabilities!
© 2016 Avaya Inc. All right reserved 54 54
AACC RESOURCES
Avaya.com
http://www.avaya.com/usa/product/avaya-aura-contact-center/
AACC Software Development Kits and Interfaces Training and Documentation
– http://www.devconnectprogram.com/site/global/products_resources/avaya_aura_contact_center/interfaces/index.gsp
Support.avaya.com
Avaya Aura Contact Center Support page
– https://support.avaya.com/products/P0793/avaya-aura-contact-center/All
Complete your survey at the end of the session in the Mobile App
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