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© 2011 Avaya Inc. All rights reserved. 1
PNW Avaya User Group
Avaya Contact Center
Suite Overview
John Boyle, Application Specialist, Avaya
©2010 Avaya Inc. All rights reserved. 2
22 Minutes … MSG SOLD OUT!!!
©2010 Avaya Inc. All rights reserved. 3
©2010 Avaya Inc. All rights reserved.
Your Company …Top of mind business issues
Improve customer satisfaction ...experience … delight
…while reducing operational costs.
AND …increasing profits/revenue
©2010 Avaya Inc. All rights reserved.
No Single Interaction Channel is Sufficient Need to be Proficient in all Channels
Customer Interactions Are Changing
Source: Webtorials Editorial/Analyst Division
0%
20%
40%
60%
80%Percent of Respondents
Voice (agent)
Fax Voice (self)
Email Web SMS Chat Video Social Media
IM
2010 2012
©2010 Avaya Inc. All rights reserved.
Interactions are Changing
Customer Satisfaction Risks
are Increasing
Demographics are Changing
Consumers Driving Massive Change
Sources: PricewaterhouseCoopers LLP and Retail Forward, Owned by Kantar Retail; Webtorials Editorial/Analyst Division; and Yankee Group, 2009, McKinsey
The VALUE of Any Interaction IsDefined By Its CONTEXT
©2010 Avaya Inc. All rights reserved.
End to End Services
AssistedExperience
Management
Avaya Agile Communication Environment (ACE)
or CS1000
AutomatedExperience
Management
Performance Management
Creation, Orchestration and Administration
Avaya Aura® Contact Center SuiteEnd-to-end experience management
Chat Email
MMS
MMS
SMS
SMSVideo
XML
WebVoice SM
©2010 Avaya Inc. All rights reserved.
Customer
Instant Messaging
Business Applications
Customer Service
Representatives
Billing Expert Collections
Specialist Back-office Specialist
Avaya Aura Contact Center SuiteOverview
Avaya Aura
Agent Desktop
AWFO
AvayaIQ
AvayaAura CC
AEP
©2010 Avaya Inc. All rights reserved.
Avaya Aura Contact Center
Multi-Channel Assisted Care
9
What’s new? Unified Agent Desktop, Consolidated
Reporting, Unified agent desktop Consolidated reporting Control Manager for moves/adds/changes
Experience Portal and Proactive Contact integration
Multi-site networking for virtual contact center capabilities
Business continuity and resiliency with geographic redundancy and high availability options
What is It? Award winning assisted care solution that delivers
the multimedia collaboration capabilities required for a context-rich, customer experience
Why does it Matter? By creating a complete view of the customer and
the context of their interaction, Avaya Aura® Contact Center allows businesses to manage the customer experience in a way that consistently delivers a superior level of engagement.
Voice and Multimedia: Avaya Agent Desktop (AADD)
VoiceMultimedia
Avaya AuraContact Center
Avaya Contact CenterControl Manager
(Optional)
Avaya Voice Portal / Experience Portal
(Optional)
Avaya AuraSession Manager
(Optional)
©2010 Avaya Inc. All rights reserved.Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
Avaya Aura Agent Desktop (AAAD)Single Agent Desktop for all Contacts
Benefits: Increased agent
productivity – utilize customer response delay time
Ease of deployment / management for Information Technology staff
Agent empowerment
Features: Out-of-the-box Agent Desktop for voice only & multimedia
Simultaneous, multiple contact handling
“Smart Client” application (.NET 3.5), compatible with thin client topologies such as Citrix and MS Remote Desktops
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 softphone
©2010 Avaya Inc. All rights reserved. 11
Email HandlingFaster 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
©2010 Avaya Inc. All rights reserved.Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
Features: Preview and Progressive
Outbound solutions Multiple number support Multiple time-zone
support Web services support
Benefits:
Increased customer satisfaction Post purchase quality assurance,
installation or configuration help 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 customer satisfaction and collections
Greater efficiency & lower costs Shape the type and amount of
incoming contacts and
Encourage self service
AACC Integrated Outbound Capabilitiescompleted software based solution
©2010 Avaya Inc. All rights reserved.
Avaya Social Media GatewayMaking sense of the social web
13
Avaya Social Media
Manager
StandardMedia
SocialMedia
Generic
Contact Routing
Managed Agents & Experts
Scan and process events from social media using existing Avaya Contact Center infrastructure
Contact CenterInbound Contact
©2010 Avaya Inc. All rights reserved.
Aura Experience PortalEnd-to-end experience management
14
What’s New? EP is latest major release of Avaya’s market
leading, multiple award winning Voice Portal Supports a wide array of apps and services:
POM, Callback Assist, SpeechDial, many others!
Includes Intelligent Customer Routing option for added service optimization and cost savings
AACC integration for intelligent agent selection Enhances MPS Developer and VoiceXML app
support for easier migration when users ready
What is It? NEW software platform for orchestration
of multimedia customer experience applications
Why does it Matter? Orchestrates delivery of best possible multi-
channel customer experience at the lowest cost Simplifies contact center infrastructure
complexity reducing total cost of ownership
Unified ExperienceOrchestration
Customers
Agent Assist
Expert Assist
Self-Service
ContextualCollaborative
Speech E Mail Text Video Social
Aura®Experience
Portal
©2010 Avaya Inc. All rights reserved. 1515
Aura Experience Portal (AEP)managing multimedia inbound/outbound interactions
Proactively Managing multimedia inbound/outbound automated and assisted care
OutboundVoice
Text
E Mail
Customer
Customer Customer
Customer
Customer
InboundCustomer
Customer
Customer
CustomerCustomer
Customer
Voice
Voice
Voice
ExperiencePortal
SIP
Proactive Outreach
SIP
Self Service
Live Agent/(as needed)
Reminder
Service Update
Welcome Aboard msg
Account Information
Bill Payment
Service Change/Cancel
Call Back Assist
Applications
©2010 Avaya Inc. All rights reserved.© 2010 Avaya Inc. All rights reserved.
Avaya Aura Workforce Optimizationmaximize your most important asset
How does it Work? CR & QM delivers quantifiable agent
performance data through audio & screen recording
Workforce Management automates agent scheduling by forecasting staffing
Performance Management: scorecards agents, supervisors, executives, with extensive set of KPI's.
New in WFO 10.1 (Feb): –Merge of the Nortel and Avaya recording
software streams–SIP recording with AACC 6.0 / 6.1 and screen recording–Performance Management Coaching (Avaya-branded)
16
What is It? A suite for recording, analyzing and
optimizing customer interactions in the Contact Center
Why does it Matter? Provides information businesses need to
make informed decisions about agents, processes, and quality of service, improving customer satisfaction and retention
©2010 Avaya Inc. All rights reserved.
Avaya IQEnd-to-end reporting and analytics
What’s new? Integration with Avaya Aura Contact Center for
Unified Reporting and Analytics. Now includes: Inbound voice (CC Elite) Outbound voice (Proactive Contact) Self-service (Voice Portal) Multi-channel (AACC)
CMS functional parity with Call Work Codes Cost-effective all-in-one server turnkey
configuration
What is It? Unified reporting and analytics tool that
relates contact center performance to business results
Why does it Matter? Companies need to know if the customer
experience they deliver is giving them a competitive edge, and to analyze which decisions are delivering cost-effective results.
©2010 Avaya Inc. All rights reserved.
Aura® Orchestration DesignerOrchestrate the end-to-end customer experience
18
What’s New? One tool for design, simulation, maintenance
of inbound/outbound self service and AACC scripts
Supports Aura® Experience Portal, Aura® Contact Center, Voice Portal, MPS, IR
Leverages best practices from Dialog Designer and Service Creation Environment
Built on Eclipse open source framework for easier integration with other 3rd party tools
It’s FREE! Ships at no cost with many of our platforms or downloadable from avaya.com
What is It? Single design tool for Aura® Contact Center
suite customer experience apps
Why does it Matter? Accelerates experience app design and time
to market, lowers development costs, and improves your response to what customers want
©2010 Avaya Inc. All rights reserved.
Avaya Contact Center Control ManagerEnd-to-end Configuration, Management and more ...
19
Why does it Matter? Provides common administration across the
Avaya contact center portfolio
Visual Call Flow Designer
What is It? Provides centralized operational
administration exclusively for Avaya Contact Center Applications
How does it Work? Lower Costs: Can be operated by non-
technical personnel, freeing IT resources to focus on higher value-add IT issues than basic administration of existing systems
Improved Operational Effectiveness and Customer Satisfaction: shifts administration responsibilities from IT to business managers who are closer to business process requirements Vide
o
©2010 Avaya Inc. All rights reserved. 20
©2010 Avaya Inc. All rights reserved.
Additional Information
©2010 Avaya Inc. All rights reserved.
“6” Steps to Run an Outbound CampaignPreview and Progressive Outbound
Step 1 – Create an Outbound Script
Step 2 – Create an Disposition CodeStep 3– Create an Outbound Campaign with Script
Step 4 – Add Customer DetailsStep 5 – Activate CampaignStep 6 – Monitor Progress
©2010 Avaya Inc. All rights reserved. 23
Voice Screen Pop
Out of the box 1) Basic screen-pop of Knowledge application/CRM within AACC agent desktop, allowing Agent to search knowledge base
©2010 Avaya Inc. All rights reserved. 24
Voice Screen Pop
Out of the box 2) Automated search of Knowledge Base/CRM on contact intrinsic like Skillset, IVR entered digits etc. - allowing knowledge Base/CRM UI to be customised for the agent in real-time
©2010 Avaya Inc. All rights reserved. 25
Web Chat Handling – Context Sensitive Context Sensitive Agent Chat Handler
Transaction HistoryCaptures history of email, text chat and IM for this transaction.
Customer StatusConnect/Disconnected
Dropdown Activity Codes
Agent Activity Stats Skillset Name, time on Contact
Contact Tabs One for each active contact
Email Chat LogOptionally to Customer
©2010 Avaya Inc. All rights reserved.
Reporting and Monitoring
Demonstration & Discussion
©2010 Avaya Inc. All rights reserved.
Operations – Reporting & AnalyticsOverview
Avaya Performance
Center
3rd party data
Avaya Work Force
Optimization
Avaya CC Elite
Avaya Aura Contact Center
Avaya Proactive Contact
3rd party system
©2010 Avaya Inc. All rights reserved.
Avaya Performance Center (APC)
Unified Platform Supports Out-of-the
box templates and customized reports
Cradle-to-grave Real-time and historical Multimedia Profile-based user
access
Operations – Reporting & AnalyticsDemonstration
©2010 Avaya Inc. All rights reserved. 29
Avaya IQ 5.0 – Voice Portal Support
Assess at what point in self-service callers leave or opt
out for an agent
©2010 Avaya Inc. All rights reserved. 30
Evaluate a Process Group
What happened in self-service for the entire process group?
Click on an individual process to drill-down to details
©2010 Avaya Inc. All rights reserved. 31
Analyze Self-Service Experience
How many contacts were handled?
What percent left self-service for an agent?
How much time was spent in self service?
What was the average agent talk time?
Click here to assess the trend
©2010 Avaya Inc. All rights reserved. 32
Assess the Self-Service Trend
©2010 Avaya Inc. All rights reserved. 33
Evaluate the Complete Customer Experience
Expanded Cradle to Grave reporting includes both Self-Service and Assisted Service
Self-Service
Assisted Service
©2010 Avaya Inc. All rights reserved.Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
Traditional Environment
CustomerData
CustomerData
CustomerData
Self-ServiceCustomer
Routed to Agent
CustomerRouted to Agent
CTI
CTI
Resources Brought to the
Customer
?CustomerContext
Recording
Customer Service Collaboration Session
AgentAssist
CustomerMulti-Channel
Service
Self-Service
ExpertAssist
MediaAnchoring
Recording
Interactions: “Push” vs. “Anchor”
©2010 Avaya Inc. All rights reserved.
The right workforce
…with the right skills
…doing the right things
…and doing them really well
…to achieve corporate objectives
Avaya
WFO
Recording
Quality Monitoring
Coaching
Customer Feedback
Management
E-Learning
Scorecards
Forecasting & Scheduling
Desktop Process
Analytics
Workforce OptimizationOverview
©2010 Avaya Inc. All rights reserved.
Workforce OptimizationDemonstration
