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Experience ManagementThe Key To Growth
Agenda
Business Trends>
Emerging Technologies and Applications>
Avaya Professional Services>
Migration and Evolution >
Avaya Aura Contact Center Suite>
3
The Contact Center Market
Avaya’s Leadership
• Gartner Magic Quadrant Leader for Contact Center, IVR and Unified Communications
• Number One Contact Center supplier in all territories
• Many millions of agent positions worldwide handling multi-million calls every day
• More than 90,000+ Contact Centers in over 100 countries
Avaya35%
Nortel Enterprise12%
Others20%
Aspect4%
Cisco14%
Genesys15%
Worldwide Contact CenterMarket Share (ACD Agents)
Source: Gartner Group, Calendar 2008
$4B+ Product Market with $5B+ related Professional Services
Avaya + Nortel47%
The Magic Quadrant is copyrighted by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendor’s measure against criteria for that
marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the
"Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner
disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. This Magic Quadrant graphic was published by
Gartner, Inc. as part of a larger research note and should be evaluated in the context of the entire report.
The Gartner report is available upon request from Avaya.
Magic Quadrant for Contact Center Infrastructure, WWDrew Kraus, Steve Blood, Geoff Johnson
February, 2010
Full report is available athttp://www.gartner.com/technology/media-products/
reprints/avaya/vol6/article2/article2.html
Gartner Magic Quadrant for Contact Center Infrastructure – Worldwide (2009)
The Top Customer Service Leaders Choose Avaya
The 2010 BusinessWeek ‘Customer Service Champions’
that chose Avaya*
The 2010 BusinessWeek ‘Customer Service Champions’
that chose Avaya*
http://images.businessweek.com/ss/10/02/0218_customer_service_champs/more.htm
* partial list shown
Market-Tested Differentiation
"Avaya Aura® Contact Center 6.0 raises the bar in the integration of multiple channels. It offers one of the most effective agent interfaces we have seen in recent years for cleanly
blending a mix of voice calls and text-based contacts.” – Ed Mier
Multimedia Feature Avaya Cisco I3
Single Fully Blended Queue 5 3 5
Multiple Contact Handling 5 2 4
Context Sensitive Prompts and Auto-Suggest 5 2 4
Display Context Driven Buddy Lists of Experts & Other Agents 4 2 3
Knowledge base for searching email responses 4 2 4
Web Based System Wide Administration and Supervision Tool 4 2 3
DB lookup or Web service support within the graphical SCE 4 4 4
Web services support 5 2 2
Scalability of solution across media types 4 2 4
Mier Consulting Test Results – July 2010 Comparison of Multimedia Capabilities for CC Midsize
Market Dynamics are Changing!
The Vision and Strategy
Today’s Reality . . .
Published Late May, 2010
Fact: Demographics Are Changing
Major Customers’ Demographics are Changing with Different Customer Satisfaction Expectations
Sources:PricewaterhouseCoopers LLP and Retail Forward, Owned by Kantar RetailBaby Boomers: born from 1946 to early 1960s; Gen X: born from 1960s to 1970s; Gen Y: born from 1980s to 1990s
78MBaby Boomers
55MGeneration X
80MGeneration Y
25% of population = Generation Y
28% own a blog44% read a blog
50m tweets per day
No Single Interaction Channel: Need to be Proficient in all Channels
Fact: 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
of consumers report a stronger connection when
they interact with companies on the social
web56%
Risks are Increasing of Not Providing Expected Customer Experience
92%73%of consumers form an
opinion about a company’s image
through their interaction with the
Contact Center
of Millennials [Gen X and Y] will
leave after one bad experience
Source: Benchmark Research, Webtorials Editorial/Analyst Division, Convergsys
85% will tell others about their poor experiences
Fact: Customer Satisfaction Risks are Increasing
Lost Data and Lost Context Equals Poor Customer Satisfaction
Fact: Technology Evolution Is A Must for Growth
Approx half of respondents say up to 25% of data is lost with agent transfers
Source: Webtorials Editorial/Analyst Division
Data
-25%-25%
56%
100%
0%
75%
of companies believe they deliver a superior customer experience 80% of their customers agree20% of employees are stressed and say work levels have increased2 in 5 of top performers surveyed in 2006 say they planned to leave their current employer within a year10% of top performers surveyed in 2010 say they plan to leave their current employer within a year25%
Source: Benchmark Research, Convergsys, Customer Focus Inc., Careerbuilder.com Nov 2010, Harvard Business Review May 2010
Technology Enables Labor Efficiency: One Point of First Contact Resolution Improvement
Could Drive $1.6B in Labor Savings
Fact: Technology Is A Driver Of Labor Efficiency
At 65% of total, labor is the bulk of total contact center operating expense
Source: Global Purdue Benchmarking Report for the Telecommunications Industry
HR
Telecom
Computing
Rent/Facilities
Other
$160B
At $5.6B, Contact Center Technology Products Are ~2.2% of Total Spend
believesthere is a better way
Experience Management
CC Customer Service Video
UNIQUE & DIFFERENTIATING
CUSTOMER
EMPLOYEES
SUPPLIERS
PARTNERS
PROCESSES
INFORMATION
Experience Management
Agent
Optimizing for Experience Management
Experience Management Defines a New Model for Customer Engagement Where the
Customer and Their Context Is at the Center
SPEED EXPERIENCE
Transactions Optimized for
Consumer
Sessions Optimized for
Evolution to CONTEXT based Enterprise Wide Experience Management
Value of any interaction is defined by its context
Standalone Voice basedCall Centers
Distributed Multichannel Contact Centers
CONTEXT based Experience Management
Avaya Contact Center Strategy Experience Management
Management of end to end experiences for customers,
employees, partners, suppliers
Orchestrating assisted or automated multimedia
contextual collaboration sessions
Differentiation based on real time context in every session
End to End Experience Management
Immerse theAgent in the Experience
Manage,Learn, Apply
Bring FullContext to
Every Session
Orchestratethe Experience
Avaya Differentiation
Are You Experiencing Low First Contact Resolution?
Are You Matching The Customers To The Right Resource?
AvayaCompetitors
ContactRouting
WorkAssignment
Contact Routing to Work Assignment Co
mpe
titor
sAv
aya
ACD
Skills Routing
Business Advocate
Work Assignment
ANI
DNIS
Other Skills
Language
ANI
DNIS
Match to CC KPI
Other Skills
Language
ANI
DNIS
Expert Presence
Customer Intent
Customer History
Match to CC KPI
Other Skills
Language
ANI
DNISUnique model sets Avaya as innovator in the space
Incremental steps not enough anymore
Avaya DifferentiationAre You Limited by Scale?
Are You Having Trouble Getting a 360° View of Your Customers?
AvayaCompetitors
Isolated Interactions
Collaboration Sessions Model (Anchor Media)
Poor Customer Satisfaction
CustomerRouted to Agent
CustomerRouted to Agent
Traditional Routing Model
CustomerData
CustomerData
CustomerData
Self-Service
CTI
CTI
?
End Customer
Recording
Host Data Exchange
Customer Specific Data Reporting Insights
Expert Assist
Persistent Interaction
Context
SIP Collaboration Session
Intra-Session Context
End to End Customer Experience
Avaya DifferentiationAre You Integrating Business Process for Service Delivery?
Are the Processes Communications Enabled?
AvayaCompetitors
Disjointed Enterprise Processes
Integrating Customer Care into Enterprise
Processes
Experience Management Integrating Customer Care into Enterprise Processes
IntelligentAutomation
CollaborativeEngagement
ProductiveInteraction
Unified Service CreationAvaya Dialog Designer
Avaya Aura contact center Web ServicesAvaya ACE
Users
Interaction Is Intelligent, Adaptable & Personalized
Communications
Infrastructure Protected, Leveraged into New Value
Applications
Agility, Enhanced Customer Service
30
Avaya DifferentiationAre You Delivering Enterprise Wide, Cradle to
Grave Consistent Service?
Can You Provide Preemptive Customer Service?
AvayaCompetitors
React instead of Prevent
Orchestrate the Experience
Experience ManagementOrchestrate The Experience (React vs. Prevent)
OutboundVoice
Text
E Mail
Customer
Customer Customer
Customer
Customer
InboundCustomer
Customer
Customer
CustomerCustomer
Customer
Voice
Voice
Voice
Voice Portal
Proactive Outreach
SIP
Self Service
Live Agent(as needed)
Welcome Aboard
Payment Reminder
Product Promotion
SubscriptionRenewals
ProductSupport
Corporate Directory
Ordering and Payments
Applications
Callback
Proactively Managing Multimedia Inbound and Outbound for both Automated and Assisted Care
Avaya DifferentiationDo you know what people are saying about you?
Can You automatically process social media?
AvayaCompetitors
IsolatedIntegrated
Social Experience
Social Media Processing Automating Social Media
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
Blogs
Different Types of Social Media
SocialMedia
Social Networks
Microblogs Forums
Media Sharing
Video Streaming
Virtual Worlds
Multi-Player Games
60% of consumers say they interact with companies on the
social web
3 out of 4 consumers use
social technology
93% of consumers believe a company
should have a presence in
social media
Cone Business in Social Media, 2009 Forrester, The Growth of Social Technology Adoption, 2009
Cone Business in Social Media, 2009
Consumers are interacting on social media…Companies need to be listening!
Social Media Conversations
Avaya Customer Connections Social Media Manager
I supported CJ’s Charity Walk Weekhttp://www.charity.org #CJ
CJet airlines swings to $161M loss in third quarter –bizjournals.comhttp://bit.ly/2OUCRV
CJet voters, don't let a golden opportunity pass us by CJet County Independent Dear reader,are you one who.. http://bit.ly/3qWX2
If CJet could just play nice & bump me to a later flight this would just uncomplicate things.
No joy on 2 CJet flights. Back through security again to mothership
Out of 70,000 relevant items,1,400 actionable items remain
30,000 SPAM items &irrelevant items removed
100,000 Total Items
Thousands of items are retrieved based on search results
30% identified as SPAM or irrelevant;
70% identified as relevant
Of that 70%, 2% are actionable and are routed to agent
CC Building the Path Video
Customer Service Challenge: Customers Need Better Access to Service Reps
CHALLENGES
Long waits in queue and high call abandonment rate
Inbound contact method limited to phone
Agent costs increase quickly as call volumes rise
Agents handling routine transactional interactions
BUSINESS VALUE
Potential to reduce costs through multi-channel; Chat, email and self-help are 50%, 30%, and 10% respectively that of voice
Lower costs by 25% while increasing customer interactions by 20% Reduce agent headcount by 30% while exceeding performance goals Reduce abandoned call rate from 28% to 11% with enhanced self-service
CHALLENGES
Long call handle times
Too many transfers before right resource is contacted
Low first contact resolution rate
Impersonal and unintelligent interactions with customers
BUSINESS VALUE
Every 1% increase in first call resolution rate increases CSAT by 0.64% Poor FCR equals minimum of 30% of operating cost, due to repeat calls and time finding right person Caller satisfaction 35 - 45% lower when second call made for same issue One point of FCR improvement could drive $1.6B in labor savings
Customer Service Challenge: Improve Customer Experience with FCR
CHALLENGES
Supervisors have limited view of agent performance
Lack of understanding of key focus areas for agent training
Low CSAT from inconsistent experience
Multiple points of administration
BUSINESS VALUE
Improve supervisor productivity by up to 30-50% with automated QM Increase customer service ratings an average of 28% “Completely satisfied” customers are 6 times more likely to become repeat buys
than just “Satisfied” customers
Customer Service Challenge: Lack of Tools to Understand / Improve CC Performance
CHALLENGES Inadequate tools to facilitate home-based
agents Lack of training and coaching Late night shifts, inflexible shift scheduling Repetitive requests for basic information
from customers
BUSINESS VALUE Estimated $5K-$15K per agent hire / training, & 20-100% annual agent turnover
Reduce agent attrition by up to 20%
Save 20% in workforce time by scheduling agents more effectively
Customer Service Challenge: High Agent Turnover Due to Low Job Sat
CHALLENGES Increased inbound call volumes Limited outbound proactive customer
engagement Agents lack access to required information Too many ‘follow-up’ or reminder calls Limited opportunities to up-sell and collect
revenues
BUSINESS VALUE
Improve collections revenue up to 10%
Reduce staff levels and improve productivity by up to 27%
Reduce time spent planning outbound collections campaigns by 90%
Customer Service Challenge: Optimize Service and Maximize Revenue Potential
Agenda
Business Trends>
Emerging Technologies and Applications>
Avaya Professional Services>
Migration and Evolution >
Avaya Aura Contact Center Suite>
The Path to End to End Experience Management
Avaya Aura Contact Center Suite
IVR Web Chat Email
AutomatedExperience
Management
Agent Environment
Performance Management
Reporting Analytics WFO
Chat Email
MMS
MMS
SMS
SMSVideo
XML
XMLVoice
Assisted Experience Management
Performance Center: Enables businesses to enhance customer experience, improve customer retention and drive down costsWorkforce Optimization: Complete WFO suite tightly integrated into overall performance managementWork Assignment Engine: Assigns the right work to the right resource at the right time to meet specific business objectives.
Avaya AuraTM: Evolutionary path for every customer. Driving productivity and accelerating business across the enterprise
Customer Experience Portal: Increases self service effectiveness through right channel communication. Enables differentiation to grow profitability and brand.
Media Application Server: IT centric architecture, advanced application features and broad ecosystem support. Carrier grade reliability, scale, quality of service
or CS1000
Avaya Aura Contact Center Avaya Contact Center Control Manager
Avaya Social Media ManagerAvaya Aura Call Center Elite
Avaya Interaction Center
IVR Web Chat Email
AutomatedExperience
Management
Agent EnvironmentAgent Environment
Performance ManagementReporting Analytics WFO
or CS1000
Chat EmailMMSSMSVideo
XML
WebVoice
Assisted Experience Management
SM
Social
Avaya Aura Call Center Elite 6.0
FEATURE LIMITS
Current New
Administered Agents 20K 30K
Concurrent Agents 7K 10K
Agents in Single Skill 7K 10K
Skills / Hunt groups 2K 8K
Skills per Agent 60 120
VDNs 20K 30K
Vectors of 99 Steps 2K 8K
Policy Routing Tables 2K 8K
PRT Routing Points 6K 24K
Vector Routing Tables 100 999
Holiday Tables 99 999
Service Hour Tables 99 999
Why does it Matter? Achieve economy of scale requiring fewer agents Reduces hardware cost Consolidates administration
What is It? Contact management solution that empowers agents to
deliver competitive customer service, helps to lower operating costs, increase agent efficiency and effectiveness, and helps make the most of every customer interaction.
What’s New? Business Advocate becomes an entitlement
Works to automatically meet service levels across the business
Eliminates chaos when dealing with the unexpected
New workflow commands streamline administration and maximize efficiency
Increased scale for agents, skills, vectors, etc. Available NOW
Avaya Aura™ Contact Center
Provides an orchestrated customer experience across all touch points and ensures customer satisfaction
Improve Customer Experience
Increase customer options and satisfaction with easy access to real-time and historical information
Ensure incoming customer interactions are appropriately matched to the right contact center and enterprise resources to ensure resolution
Increase Flexibility
Anticipate customer needs by leveraging their location, presence, social attributes, communication mode and historical data
Ease the integration with social networks to provide options for business managers to nurture, build, and promote brand image with customers
Customer experience with persistent and seamless real-time transfer of customer context and data to the best suited mode (voice, email, chat, SMS)
Leverage information about a user and their environment to improve the quality of an interaction
Context
Presence
Open
Flexible
Multi-media
© 2010 Avaya Inc. All rights reserved.
Avaya Aura Contact Center 6.1
50
What’s New? AACC becomes a Multimedia adjunct to Call Center Elite
Voice calls routed in Elite, multimedia in AACC Agents on voice or multimedia Integrated administration through Avaya Contact Center Control
Manager CMS/IQ for voice reporting and AACC for multimedia reporting
Embedded soft-phone on the Agent desktop (CM Only) Integration with:
WFO with SIP Call Recording Avaya Voice Portal as front end IVR Integration with Salesforce.com
What is It? Context-sensitive, inbound/outbound voice and
multi-media solution that lets enterprises anticipate, automate and accelerate customer interactions
Why does it Matter? Scalable solution addressing end to end experience
management for midsize and large companies
Available NOW
Avaya AuraCall Center Elite 6.0
Avaya AuraComm. Manager
Avaya AuraContact Center 6.1
Multimedia: Avaya Aura Agent Desktop
Unified Administration
Avaya Voice Portal
Avaya AuraSession Manager(Optional)
Voice
Multimedia
Voice:One-X Agent
ICR
© 2010 Avaya Inc. All rights reserved.
51
Avaya Social Media Manager
StandardMedia
Web
SocialNetworks
* Early Adopter Program for the Social Media Manager
What is It? Solution that automates and integrates social media
mentions into their contact center that are relevant / require action.
Why does it Matter? Scalable solution addressing end to end experience
management for midsize and large companies– allowing them to react to changing demographics, new economic realities and new modes of communication
How does it Work? Automates discovery, processing, and
management of relevant customer posts Builds user context through CRM, Social Media,
and other data integration Provides context based processing of customer
service request Uses existing Avaya Contact Center resources Provides easy access to self-service and
customer-to-customer “social service”
Avaya Social Media Manager*
Contact Routing
Managed Agents & Experts
Contact CenterInbound Contact
Available NOW
© 2010 Avaya Inc. All rights reserved.
Avaya Contact Center Control Manager
Why does it Matter? • Common administration across the Avaya contact
center portfolio is competitive advantage
Visual Call Flow DesignerWhat is It? Avaya Contact Center Control Manager provides
centralized operational administration exclusively for Avaya Contact Center Applications
How does it Work? Lower Costs: 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
Available NOW
Chat EmailMMSSMSVideo
XML
WebVoice
Assisted Experience Management
IVR Web Chat Email
AutomatedExperience
Management
Avaya Aura WFOAvaya IQ
CMS
Agent EnvironmentAgent Environment
or CS1000
Performance ManagementReporting Analytics WFO
© 2010 Avaya Inc. All rights reserved.
Avaya Aura Workforce Optimization 10.1
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)
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
Available NOWNote: End of March ’11 for CS1K customers
© 2010 Avaya Inc. All rights reserved.
Avaya Call Management System 16.2
What’s new?It enhances Control and Flexibility• Guardrails: Systematic throttling of reports that exceed
recommended limits, notification/ identification/termination tools; Safeguard against rogue reports
• System Backup Improvements: More choices for LAN backups, Reduced hardware footprint, Faster, more secure backups
• Support New Technologies: CMS Supervisor on 64-bit Windows 7, Thin-client via Citrix on Windows 2008 Server, Lower cost, higher capacity CMS servers
55
What is It? Reporting and administration application for all sizes of
companies using Call Center Elite
Why does it Matter? Provides information and management tools customers
need to monitor and analyze performance of their contact center operations
Available NOW
© 2010 Avaya Inc. All rights reserved.
Avaya IQ 5.1
What’s new?• Increased scale and performance
–Real-time report refresh of 3-5 seconds–900 report users
• Support for new product releases–Intelligent Call Routing, Call Center 6.0, Duplicated
Processor Ethernet connectivity and Multiple Proactive Contact systems on a single CM
• CMS parity features –High Availability for fault tolerance–Call Profile reports - required service levels and reduce
abandon rates–Turn-key option for all sizes
56
What is It? Unified reporting and analytics solution for real time
and historic data
Why does it Matter? Monitors, analyzes, and reports on contact center and
translates this into vital information that can be effectively used to make decisions to meet business objectives.
Available NOW
Chat EmailMMSSMSVideo
XML
WebVoice
Assisted Experience Management
SM
Social
Avaya Voice PortalAvaya Call Back Assist
Proactive Outreach Manager
Agent EnvironmentAgent Environment
Performance ManagementReporting Analytics WFO
or CS1000
IVR Web Chat Email
AutomatedExperience
Management
© 2010 Avaya Inc. All rights reserved.
Avaya Voice Portal 5.1
58
How does it Work? Execute automated outbound campaigns in Proactive
Outreach Manager on same infrastructure used for inbound self service
Integrates with Avaya Aura, Avaya Aura Contact Center, Interaction Center, Proactive Contact, IQ
Runs open standards based applications leveraging SIP, CCXML, VXML, Web Services
Supported by one of the largest development ecosystems in the industry
What is It? Web services based platform for multi-channel inbound and
outbound self service applications
Why does it Matter? Automated customer care applications improve customer
satisfaction, increase revenue, reduce service cost and lower TCO.
Speech E Mail Text
Inbound/Outbound Automated Customer Care
Video
Customer
AvayaVoicePortal
Available NOW
© 2010 Avaya Inc. All rights reserved.
Avaya Callback Assist 3.2
How does it Work? • Announces estimated wait time and presents callers
option for a callback during peak call volume• Completely integrated with Avaya’s Contact Center
Platforms• Leverages CMS, IQ or OA reporting to make operation
decisions• Supports both CTI and SIP environments
59
What is It? Application that allows customers to be called back
(immediately or at a requested time) by a customer service representative without losing their place inqueue
Why does it Matter? It levels traffic without additional agents while
lowering wait times and related toll charges, and improving the customer experience
Available NOW
© 2010 Avaya Inc. All rights reserved.
Proactive Outreach Manager 2.0
What’s new?• High capacity platform supports thousands of
concurrent campaigns
• Industry leading call detection algorithms including Do-not-call list and opt-in/out support
• Contact center integration ensures customer context and call delivered to agent
• Unified administration to further lower costs and simplify execution
• Multi-tenancy to provide maximum flexibility60
What is It? Unified platform for the design and management of automated outbound voice, email, and text campaigns
Why does it Matter? Reduce labor costs, reduce / shape inbound call traffic, increase revenues and margins and anticipate customer needs
SIP
Proactive Outreach
Available NOW
Agenda
Business Trends>
Emerging Technologies and Applications>
Avaya Professional Services>
Migration and Evolution >
Avaya Aura Contact Center Suite>
Emerging Products and Technologies
Value Added Solutions to Enhance the Customer Experience
Innovation
“An important distinction is normally made between invention and innovation. Invention is the first occurrence of an idea for a new product or process while innovation is the first attempt to carry it out into practice.”
Jan FagerbergUniversity of Oslo
Jan Fagerberg, 2004
Improve Customer Experience Customers are continuously adopting new
technologies and expect to be engaged via web, video, mobile, and social networking
Avaya Customer Connections Video and Web will help build deeper relationships and improve trust with online experts and face-to-face video consultations
Use Customer Connections Mobile to enhance customer experience by eliminating hold times and allowing self service features
Mobile applications are available to check balance, get load status, ask questions and speak to an agent
Offer an array of multimedia interactive technologies to help meet customer expectations
Customer Connections Video, Web, & Mobile
Increase agent efficiency and first call resolution using rich context
Leverage existing investments self service applications
Enhance customer experience by eliminating hold times and allowing self service through mobile device
Customer usessmartphone application
Interested in refinancingmortgage
Types a question about mortgage rates
Decides to speak to anagent
Request Callback
Provide a richer customer experience on their touch point of choice
AV Financial Services, Inc.AV Financial Services, Inc.AV Financial Services, Inc.AV Financial Services, Inc.
Call Me Now
Call Me Later
Next agent available in 2 minutes
Customer Service Agent
Call Me Later
Customer Connections Mobile
Across the counter service in action
Attract & Retain Customers Proactively engage customers online with
branding and advertising with latest promotions
Improve customer participation and satisfaction with interactive sessions
Build the “Virtual Bank of the Future”Reduce Costs Reduce the need for face-to-face meetings
and other travel expenses web.alive virtual environments
Improve Efficiency Provide trainings quickly and immediately Expand trainings to wider audience (not
geographically limited by travel)
web.alive – Build the Virtual BankInnovative immersive experience for building
trusted online relationships
Proactively engage online
customers
Agenda
Business Trends>
Emerging Technologies and Applications >
Avaya Professional Services>
Migration and Evolution >
Avaya Aura Contact Center Suite>
Contact Center Upgrade and Evolution
Path
Upgrade & Evolve
BUILD OUT A Path for Every Customer
Leverages and extend existing investment into Avaya Aura Contact Center
Preserves feature capabilities
Transition over time
70
Classic Avaya
software upgrade
BENEFIT AVAYA CC SOLUTION
CALL CENTER ELITE <6
IMPROVE FIRST CONTACTRESOLUTIONThrough intelligent routing
INVESTMENT PROTECTION and EXTEND THE EXPERIENCEThrough multimedia activation
Call Center Elite 6.0 With Business Advocate
AACC 6.1 for Multimedia
IMPROVE AGENT PRODUCTIVITYThrough workforce mgmt, call recording, speech analytics, agent scorecards
WFO 10.1
IR/VP ORCHESTRATE THE EXPERIENCEThrough a common automated platform and proactive interactions
VP 5.1 and POM 2.0
product add
CALL CENTER ELITE R3 +
Interaction Center 7.3IC < 7EXTEND THE EXPERIENCE and INVESTMENT PROTECTIONThrough multimedia activation
CALL CENTER ELITE
IMPROVE FIRST CONTACT RESOLUTIONThrough intelligent workflow, integration
CALL CENTER EXPRESS AACC 6.1
Classic Avaya
software upgrade
BENEFIT AVAYA CC SOLUTION
IP AgentIMPROVED AGENT PRODUCTIVITY AND RETENTION Single agent desktop, collaboration and any where agents
Proactive Contact 5.0
product add
ProactiveContact
Avaya one-X Agent
CMS < 16 CMS 16.2
IQ 5.1CMS IMPROVED BUSINESSINTELLIGENCEThrough unified cradle to grave reporting
IMPROVED BUSINESSINTELLIGENCEThrough unified reporting
IMPROVED TRANSACTION PRODUCTIVITYThrough unified proactive campaign and predictive dialing capabilities
All of the above
LOWER COSTSThrough single point of administration
Contact Center Control Manager
HERITAGE NES
software upgrade
BENEFITS AVAYA CC SOLUTION
SCCS/CC6,7 IMPROVE FIRST CONTACTRESOLUTIONThrough intelligent routing
WFO 10.1
product add
AACC 6.1
INVESTMENT PROTECTION and EXTEND THE EXPERIENCEThrough multimedia activation
AACC 6.1 with MultimediaSCCS/CC6,7
CRQMINVESTMENT PROTECTIONThrough workforce mgmt, call recording, speech analytics, agent scorecards
INVESTMENT PROTECTION and EXTEND THE EXPERIENCEThrough multimedia activation
AACC 6.1 with MultimediaSECC/CCE7
HERITAGE NES
software upgrade
BENEFITS AVAYA CC SOLUTION
product add
AAEP 6.0ICPINVESTMENT PROTECTION and EXTEND THE EXPERIENCEAdd Proactive Outreach Manager, Speech Recognition, etc
AAEP 6.0MPS 500INVESTMENT PROTECTION and EXTEND THE EXPERIENCEAdd Proactive Outreach Manager, Speech Recognition, etc
Key Capability Roadmap
PerformanceManagement
AssistedExperience
Management
AutomatedExperience
Management
Unified Management
Experience Orchestration
Workforce Optimization & Workforce Management
Enterprise Work Assignment
Outbound Automation
SIP Scalability
Multimedia, Collaboration Sessions
Unified Reporting/Analytics
Common Automated Experience Platform
Today Nov 2010 May 2011 May 2012Nov 2011
Agenda
Business Trends>
Emerging Technologies and Applications >
Avaya Professional Services>
Migration and Evolution >
Avaya Aura Contact Center Suite>
Services
Avaya Global Services
Execute over 2,000 projects per month globally
Industry experience spanning financial services, retail/hospitality, healthcare, and public sector
Leader in Contact Center1 and Unified Communications2 and, and leading-edge Data vendor
Extensive horizontal and vertical experience
Global network of >4,000 certified partners
Specialists in 34 countries doing business in 77 countries
Flexible resourcing model deploys right experts regardless of geography
Central knowledge base and consistent methodologies and tools
1Gartner, Inc; 2Dell’Oro Group; stats for calendar 2008
1,300 experts with average 15-20 years of experience
Over 1,000 industry certifications, including ACA and PMI
Range of strategic, technical, and management skills
Multi-vendor technology integrations
Deep expertise across communications network
Comprehensive Avaya Professional Service
Discovery
Business Leaders
Operational Leaders
Technical Leaders
Requirements
Operational
Business
Technical
Multivendor
Design
Call Flow / Routing
Self-Service & Assisted Service
CTI and CRM Integration
Detailed Technical Specification
Implementation
Call Center
Self-Service
Reporting/Analytics
Agent Performance
Proactive Contact
Assurance
End-To-End Assurance
Provider Testing
Capacity Benchmarking
Multivendor and Go-Live Testing
Optimization
Best practices
Benchmarking
Contact and VP Analysis
Advisory ServicesGlobal
Practices &Capabilities
New and Enhanced
Capabilities
Audits &Best Practices
Program and Project Management
Contact Center Benchmarking Service
Service Includes Basic Enhanced
Benchmark Top 20 KPIs
Detailed Comparison Charts
Industry Peer Group Ranking
Performance Gap Summary
Gap Analysis
Balanced Scorecard
Comprehensive Benchmarking Report
Recommendations for Improvement
Consultative Review of Results
Onsite Interviews and Data Collection
Detailed Recommendations and Action Plan
Benchmarking Best Practices Workshops (3)
Advisory Services
Contact Center Benchmarking
Improve performance by identifying, understanding, and adapting outstanding practices and processes found inside and outside the organization
• Benchmark performance vs. industry peers • Identify strengths and weaknesses in the call
center • Diagnose and understand the underlying drivers
of performance gaps • Prescribe actions to improve performance • Establish performance goals for both individuals
and the call center overall
Summary
Demographics and changing interactions are transformingcustomer service
Experience Management is the differentiator
Our vision is focused and our portfolio is ready
Driving Increased Business Value
Improve Agent Efficiencies Accelerate Business Integration/Results
Enhance Customer Experience
• Understand and embrace customer demographics
• Leverage analytics
• Maximize multi-media
• Utilize customer surveys
• Leverage collaboration
• Understand and leverage agent demographics
• Optimize the desktop
• Leverage social media/multi-media
• Deploy collaboration and context applications
• Develop a communications roadmap
• Virtualize the enterprise
• Deploy a best-in-class contact center scorecard
• Ensure user adoption and smooth roll-out
Become a Best-in-Class Contact Center
CC Engines Video
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