© 2005 Avaya Inc. All rights reserved.© 2005 Avaya Inc. All rights reserved.
Focusing on Medium-Sized Businesses
Focusing on Medium-Sized Businesses
AvayaCustomer Interaction Express
Technical Sales Training
AvayaCustomer Interaction Express
Technical Sales Training
2© 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential
Agenda
Avaya Customer Interaction Express
RoadmapTrainingConnectivity/ArchitectureFeatures and ComponentsRequirements and LicensingLook and Feel
© 2005 Avaya Inc. All rights reserved.© 2005 Avaya Inc. All rights reserved.
Customer Interaction Express Roadmap
Customer Interaction Express Roadmap
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Customer Interaction Express – Roadmap
Functional Offerings:
Contact Center
Inbound/outbound call routing, E-Mail, Fax and SMS routing
Graphical TaskFlow Editor
Skills based routing (multiple groups per agent)
Real time and historical reporting
Ability to integrate with existing IT infrastructure
Multi site support
IVR functionality
DTMF, ASR and TTS
Database access (read and write capabilities)
Languages
English, German, French, Italian, Spanish,Portuguese (Brazilian)
Supported Switches / PBXes
Avaya Communication Manager
Integral 55 (I55)
Avaya Customer Interaction Express 1.0
EMEA Availability
– 8th January 2007 • English, German,
French
RoW Availability
– April 2007 • Adding: Italian, Spanish
(Castillian), Portuguese (Brazilian)
5© 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential
Customer Interaction Express – Roadmap
Functional Offerings:
Communication Application Suite key features*
SIP trunk and SIP endpoint support
Web Services / SOA Interface
Qualifier for direct database access
Back office / knowledge worker Client
E-Mail body scan for workflow routing
“Out of the box“ MS CRM integration
IM Support
Integrated Call Recording & Quality Monitoring
Integrated Workforce Management
Integrated Messaging
Additional Switches /PBXs
SIP trunking integration when possible
Additional Languages
Russian, simple Chinese, Japanese, Korean, Thai,
Avaya Customer Interaction Express 2.0
General Availability
– 1H – CY 2008
*Subject to change
© 2005 Avaya Inc. All rights reserved.© 2005 Avaya Inc. All rights reserved.
Customer Interaction Express Training Customer Interaction Express Training
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Customer Interaction Express - Training: Basic Sessions
WebBasedCourse
Class-room
Course
Customer Interaction Express Overview (2h)
CIE Sales Story (1h)
CIE Background Sales (2h) System Architecture and Installation (3h)
Core Assessment (30 mn)
Level Assessment – Product Authorization (1h)
Basic Statistic, Monitoring and Task Reporting (1d)
Functions and Handling E-Mail (2 days)
CIE Workshop incl.Function and
Handling (4 days)
Installation andImplementation (2 days)
Basic Functions , Handling Voice & Voice Control (3 days)
Sales Pre-Sales Post Sales Customer IT
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Customer Interaction Express - Training: Advanced Features
Class-room
Course
Update and Projects (3h)
Assessment (30 mn)
Extended TaskFlow, Task Reporting & Voice Control (3 days)
Sales Pre-Sales Post Sales Customer IT
Dialer (2 days)
Assessment (30 mn)
Networking (1 day)
Assessment (30 mn)
Multiple Servers (1 day)
Assessment (30 mn)
© 2005 Avaya Inc. All rights reserved.© 2005 Avaya Inc. All rights reserved.
Customer Interaction Express Connectivity/Architecture
Customer Interaction Express Connectivity/Architecture
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Private LAN/VLAN
AE Services server:
-TSAPI Basic-TSAPI ADV
Use separate C-LAN board(s) for QSIG over IP Trunks
Customer Interaction
Express
C-LAN Boards for AE Services
MedPro Board(s)
Corporate LAN
eth0eth1
Note: CIE will use the existing CCE AES bundle 190881 for 150 Basic and Advanced TSAPI Licenses
Customer Interaction ExpressAvaya Communication Manager Connectivity
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Customer Interaction ExpressUnderstanding the Architecture
AvayaCM
TenovisI55
…
MailServer
otherMedia
ExternalMedia
BLC(Business
Logic)
SystemAbstraction
UI(View)
Visualization
ClientServer
Task-server
Task-server
Task-server
MediaAbstraction
Kernel
MediaHarmonization
Reporting
Real timeinformation
Routing
Dialler
Functionality
…
12© 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential
Customer Interaction ExpressTaking a Closer Look at the Avaya Communication Manager Taskserver
* Kernel Taskserver Interface
AvayaCM
TenovisI55
…
MailServer
otherMedia
ExternalMedia
Server
Task-server
Task-server
Task-server
MediaAbstraction
Kernel
MediaHarmonization
Reporting
Real timeinformation
Routing
Dialler
Functionality
…
ISDN
IP
Ava
ya C
om
mu
nic
atio
n M
anag
er
AES TSAPIBasic
PBXDriver
TaskserverAdapter
ACM
TaskserverCore
KTSI*
TaskserverExtensionVEA
TaskserverExtension
VoiceControl
CAPIL2Adapter
QSIG-IPAdapter
…
CHAP
Routing
© 2005 Avaya Inc. All rights reserved.© 2005 Avaya Inc. All rights reserved.
Customer Interaction Express Features and Components
Customer Interaction Express Features and Components
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Basic Features
Skills based routing
Self Service (Voice Control)
UMR Architecture (Email Channel)
Outbound Dialer
Statistics and Task Reporting Server (Reporting)
Customer Interaction ExpressFeatures & Components
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TaskBar
CockpitBar
Contact Bar
Work Area
Status Bar
Global Tool BarMenu Bar Branding
Area
Customer Interaction ExpressAgent Desktop
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Simple callflows consist of Topics (Source) and AgentGroups (Destination)
Agents belong to an AgentGroup
Call are routed based on routing conditions
Customer Interaction ExpressFeatures & Components
17© 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential
Customer Interaction ExpressIts all about TaskFlows
© 2005 Avaya Inc. All rights reserved.© 2005 Avaya Inc. All rights reserved.
Customer Interaction Express Requirements and Licensing
Customer Interaction Express Requirements and Licensing
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Customer Interaction ExpressApplication Server Requirements
Server (tested)– Fujitsu Siemens e.g. TX150– HP DL385– IBM x306m
Specs– Minimum: Intel Processor 3 GHz
Recommended: Dualcore 3 GHz or higher– 3 GB random access memory (RAM) minimum– Hard disk with at least 80 GB storage capacity – DVD Drive (bootable)– Network interface card (Ethernet)– Mouse– MF keyboard– Raid-system (Raid 1 – Minimum requirement)
Platform Operating Software– Windows 2003 Server or – Microsoft Longhorn
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Customer Interaction ExpressWhat Customer Interaction Express needs on Communication Manager
AES 3.1 TSAPI basic license per CIE User
IP Trunks between CM and CIE– for Topics
• number depending on maximum number of simultanious calls coming in to CIE times two• as soon as call is in queue or at an agent the topic trunk is available for the next call
– for Queues • 1.5 trunks per queue position
– for Outbound• 1.5 trunks per initiated call • can be shared with queue trunks• the more outbound traffic the system needs to handle the more trunks should be “reserved”
for outbound
QSIG on CM– Today requires CM Enterprise– Currently negotiating with CM PM to get QSIG feature free of charge
© 2005 Avaya Inc. All rights reserved.© 2005 Avaya Inc. All rights reserved.
Customer Interaction Express Look and Feel
Customer Interaction Express Look and Feel
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Customer Interaction ExpressDrag and Drop Contact Flows
E-Mail• Fax• SMS• VoiceMail
Calls
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Customer Interaction ExpressPrioritization of Contacts and Workload by employee
Resource-Matrix
– Definition of the workload per available employee
– Prioritization of available contact channels
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Customer Interaction ExpressSophisticated Skills based routing
Asignment of skills and skill levels to agents and topics.
Skill levels reach from 0% to 100%.
Unlimited skills for agents.
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Customer Interaction ExpressUnified Message Routing – E-Mail, Fax and SMS
Serves E-Mail, Fax and SMS channel.
Allows high quality E-Mail communication by using pre-defined text blocks.
Use escalation mechanisms to stick to defined service levels.
Allows to optimize E-Mail workflow.
Cross-Media reporting delivers important information also for E-Mail channel.
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Customer Interaction Express Self Service Speech
VoiceControlScript Editor
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Individual monitoring screen with integrated telephony function
Customer Interaction ExpressMonitoring – Real Time Information
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Customer Interaction ExpressPoint and Click Historical Reporting
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Customer Interaction Express Integration into the Existing IT Landscapes
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Customer Interaction ExpressReduced Agent Client for information workers
Reduced client for Back office or infoworkers.
Only visible when call or new E-Mail comes in.
If no active task, onlythe Avaya A and the „grip“ is visible.
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Customer Interaction Express Monitoring – Real Time Information
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CIE Integration with SAP CRMusing TOM
Customer Interaction Express Integration into the Exisiting IT Landscapes
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Customer Interaction ExpressAs Easy As 1 2 3 – Screen Pop
Example: integration with Salesforce.com
Use integrated Internet Explorer of CIE to display all kind of web based information
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Customer Interaction ExpressAs Easy As 1 2 3 – Screen Pop
Use CallTag to hand over CLIP information
Display contact information in Salesforce.com