Contact Center Trends & Collaboration EnvironmentTerri Patrick – Solution Specialist, Western RegionBret Lathrop - Senior Director, Contact Center Practice
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Trends
Enabling Next-Gen Customer Experience
Approach and Use Case Examples
...in our time together
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Connected Cars &Planes
Wearable Technology
Digital Kiosks
More Access
Always Aware More Influence
Now-Gen, Mobile, Connected World
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Companies Need Ways to Stay Aheadof Customer Expectations
ImproveProactive Engagement
Deliver Better Omnichannel Service
GreaterVisibility and Control
Improve Customer Lifetime Value
Improve Satisfaction and Loyalty
Create New Opportunities to Grow Revenue
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Contact Center Managed Services
Scope of Offering
Contact Center Foundation
Contact Center Application Support
Contact Center SignatureServices
Contact Center Pillars: Customer Experience
Multi-Channel
BI & Analytics
Admin & Monitoring
Self Service
Work Force Optimizatio
n
CRM Integration
Enterprise Vendor Management System Admin & Move, Add, Change Software Release Management
Performance Management Critical Linkage Monitoring & Updates
IT Lifecycle Management & Roadmap Specialist on Call Demand & Capacity Management
Assessments Pulse & Stress Testing
Backup & Configuration Management Monitoring – Basic Health
Custom Application Restoration Custom Application Routine Adaptation
aaS offers (key contact center technologies as a hosted/cloud service
Voice of the Customer Technology Consultancy
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Performance and Analytics
Enabling the Context-Aware Customer ExperienceAvaya Aura Collaboration Environment
Avaya Aura SessionManager
SystemManager
Avaya Media Server
Avaya Aura Experience Portal
Avaya Aura Collaboration Environment
Proactive Outreach Manager
Intelligent Customer Routing
Orchestration Designer
Media and Devices
CUSTOMERS ENTERPRISE
WebRTCCollaboration
DesignerReal-Time
SpeechContextStore
WorkAssignment
UnifiedDesktop
Reporting& Analytics
Collaboration Environment Snap Ins
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Capture, Store, Integrate
Single Common Application Platform Simple, Consistent, Easy
Manageability
DynamicApplication
and User Provisioning
Reliability
N+1 Geo-Redundant
Scalability
35,000 Users
Security
HighlySecure
Virtualization
VMWare
In Memory Data Grid
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WebRTCCollaboration Designer
Context Store
Real-Time Speech
Work Assignment
Beta in May 2014, Available 2H, 2014
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Persistent Conversation... Across the Whole Customer Journey
Personalized, Exceptional, Seamless Customer ExperienceOptimal Utilization of Resources
SMS
E
Routing/ Resource Decision
Routing/ Resource Decision
Routing/ Resource Decision
Routing/ Resource Decision
ID: AO-1234567External ID: (UCID)
Context Record
Type: “Personal Advisor”
Previous Contact: “Y”
Preferred Contact “Y”
ID: AO-1234567External ID: (UCID)
Context Record
key1: “Sentiment”
value1: “Angry”
key2: “Language
value2: “English”
key3: “CustomerLevel”
value3: “Gold”
ID: AO-1234567External ID: (UCID)
Context Record
Style: “Sympathetic”
Approach: “Supportive”
ID: AO-1234567External ID: (UCID)
Context Record
Customer ID: “K48327”
Product Category: “Credit Card
CustomerID: 28651
CustomerName: Tony Peters
CellNumber: +1720 345 6789
Segment: Gold
ID: AO-1234567External ID: (UCID)
Context Record
AccountID: A8T4LGH
OrderStatus: Dispatched
DeliveryDate: 06/02/2014
OrderNumber: 398HT3457
ANI: +1720 345 6789
MenuSelection: Orders
PreviousContact:: 03/02/2014
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Examples…
Storing contact context information for cross channel persistent conversations
Collection and export of contact context to data warehousing/reporting/analytics
Leverage a unique context ID per contact
Enable desktop screen pops Centralized secure secure context
encryption for PCI compliance Enable DNIS pooling for transport of
context
Context
ContextID: 123456789
Data
Key1: Value1Key2: Value2
Key3: Map[Key1:Value1,Key2:Value2]
.
.KeyN: ValueN
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WebRTC is an API definition being drafted by the World Wide Web Consortium to enable browser-to-browser applications for voice calling, video chat, and P2P file sharing without plugins. Heavily encouraged by
WebRTC features (text chat, voice chat/audio calling, video chat, real-time file/data sharing, peer to peer capabilities)
CC Market Trends: Enhanced websites for customer sat Immediate connection options with agent (no IVR) Context-aware agent and customer communications Greater acceptance of using computing device as
phone
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CC Market Implications & Advantages Remote Agents scenarios Display Queue info before/during a contact Skip IVR (website/apps having segmentation data)
Mobile/Embedded apps Screen/Video sharing apps (could make video a real
option in the contact center)
Co-browsing Advantages (if done properly)Embeds RTC capabilities directly into web
pagesDecreased costs due to a potential
decrease in contact handle time (better qualified contacts, Context-sensitive support)
Better BI through tighter integration Mobilizing the contact center and better
support for remote based agents.
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WebRTC Challenges
IE usage dips on weekends. Still dominate in enterprise business market.
Browser Market Share
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WebRTC Challenges
WebRTC vs. Microsoft’s soon to be released CU-RTC-Web
Signaling protocols (SIP/XMPP/Custom)
Video encoding (V8/H.264)
Other technical issues:– Interoperability, QoS, lack of IE support, persistent web client,
limited browser support
CC Adoption Issues:– Agent training, video shows everything, need
Chrome/Firefox/Opera.
– Can increase contact volume
– Browser based UI & Enterprise recording.
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Now, Near and FutureNow
Avaya CE “snap-in” business process flows.
Cisco is pushing ‘Finesse’, a web based desktop, setting a path for WebRTC interactions.
Basic video enabled B2B scenarios.
Customer AgentACD/PBX
CRM
WebRTC-enabled website page
Voice / video / browser view context shared between customer & agent
Near• Hosted solutions• Mobile & Web
apps will drive & dominate.
• Managed Services to help adoption.
Future• Industry is heading in
the right direction• Consumer continues
to outpace the enterprise for adoption.
• Open Source Solutions (Doubango, Asterisk, FreeSwitch)
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Provides ‘Click to Call’ audio
support with accompanying
web data elements
With 3.0 What’s Next On the Horizon
Support for video streaming,
supporting VP8 video
compression
Ubiquitous availability of
WebRTC solutions across mobile as well as desktop devices
Avaya WebRTC Roadmap
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The Routing Evolution
ACD• ANI• DNIS
Skills Routing
• Individual Skills
• Expected Wait Time
Business Advocate
• Predicted Matching
• Least Occupied Agent
• Reserve Agents
Work Assignme
nt• Multi-Modal• Customer
Intent• Customer
Attributes• Match to
CC KPI• Single Pool• Enterprise-
wide• Analytics
DrivenTime
Business Agility
1:1 Matching
Rich Context
Spanning 25 years of Industry Experience
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Routing in the Contact Center TodaySkills Based Routing
Agent N Agent D Agent K
Agent T Agent L
Agent X Agent R Agent E
Agent P
S
kills
Bas
ed R
outin
gSkillset 1
Skillset 2
Skillset 3
Queue for Skillset 1
Queue for Skillset 2
Queue for Skillset 3
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Business Value For Customer ExperienceWork Assignment
Agent K
Agent T
Agent X
Agent R
Agent E
Agent P
Pool of Resources
Agent T
Agent W
Pool of Work
Specialist1
Specialist4
Specialist5
Specialist3
Joe
Best Match
Mark
Context Based, Best Match Routing across the Enterprise
Specialist5
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Attribute Based Routing ExampleCustomer Needs Expert Assistance In Branch
Customer arrives at the local bank branchwith a specialized question about a particularinvestment product
Customer arrives at the local bank branchwith a specialized question about a particularinvestment product
1
Bank representative enters customer questioninto a web application powered by Workflow
Bank representative enters customer questioninto a web application powered by Workflow
2
The application locates expert at thecorporate office and connects himto the bank representative
The application locates expert at thecorporate office and connects himto the bank representative
3
Bank representative is able to answerquestion and customer signs up
Bank representative is able to answerquestion and customer signs up
4
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Avaya Work Assignment Roadmap
• Workflow Snap-in Integration with System Manager for Administration and Third Party resource state via SDK
• Integration with Enterprise applications supporting use cases such as:
• Dynamic Team Formation• Expert Finder• Integrate non-legacy CC applications
With 3.0 What’s Next
• ICR Agent Match feature for routing voice contacts in ICR / Elite based contact centers
• New Integrations• ICC Elite • Performance Center Snap-in • Intelligent Call Routing (ICR) • Avaya Control Manager
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Utilize extensive, expandable palette to tailor and customize workflows
Long terms storage (days, weeks, months) of workflows
Greater enterprise control over workflows and journey maps
Avaya Collaboration Designer
Empower Enterprise Resources to Easily Produce Customer Journey Maps Utilizing a Single, Graphical, Intuitive Canvas
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Avaya Aura® Collaboration Environment
Avaya Aura® Platform stack
Avaya Scopia®
video infrastructure
Email & SMS service support
Avaya clients & PSTN access
Secure access to a dedicated sandbox w/optional development environmentJumpstart without
up-front infrastructure upgrades
Pre-configured, ready for immediate use
Subscription model
Enterprise CorporateDevelopers
ISV Developers
Systems Integrators
ScalabilityManagement Serviceability
Collaboration Environment
Security Virtualization Reliability
Communication Manager Session ManagerSystem ManagerMedia Server
Accelerating the Developer Community Avaya Aura Collaboratory™
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Eco-System Snap-in Build
CallNACK Improves Call Handling, Customer Service
Integrating Business Intelligence and Outbound Dialing
Balancing act of compliance and pro-active outreach is challenging.
The CallNACK application “snap-in” was custom-designed by NACR on ACE originally and converted to the CE 2.0 pallet.
With CallNACK, your outbound dialer “talks to” the NACR application, which performs a database lookup to automatically allow or block a call depending on the established parameters. The application is designed for adaptability, with multiple uses and options.
CE- 2.0
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Under Investigation PhaseRoadmap
UnifiedDesktop
Reporting &Analytics
AutomatedChat
Co-Browsing
Mobile Video
BrowserPlug-in
WebRTCVideo More!
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Summary
There a some amazing new ways to solve the old and new form of the customer service challenge.
It seems magical, open and easier…but it has new layers of complexity to consider.
You need to leverage your expertise for adoption and business unit translations to technology. More dynamic, constant tweaking/evolving. Consider alternate day to day management.