IP Office Contact Center - Demo Script and Presentation

8/19/2019 IP Office Contact Center - Demo Script and Presentation

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IP Office Contact Center

Technical Feature Overview and Uses Cases


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© 2013 Avaya Inc All ri!hts reserved 22

O"#ective of $%&Partner IPOCC 'e(o Pac)a!e

%(*ower the $% and Partner Co((unity to+ Articulate "riefly IP Office Contact Center advanta!e

,uild out a IP Office Contact Center $erver with initialconfi!uration

Custo(i-e initial confi!uration with de(o s*ecific tas) flows.I/ scri*ts

Present i(*actful de(o of IP Office Contact Center (ainfunctional areas

A!ent % *erience $u*ervisor % *erience Ad(inistrator Activities includin! "asic )nowled!e fle i"ility to

custo(i-e all as*ect of the syste(


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28 th February

Avaya IP Office Contact Center


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© 2013 Avaya Inc All ri!hts reserved

Avaya 4id(ar)et Colla"oration $olutionSimple, Powerful & Affordable

Contact Center

5etwor)in!$ecurity

Colla"oration


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Avaya Contact Center $olutions for IP Office

Voice

Multi-channel

Integratedadvanced

applications

Suite-basedenterprise

features (HAsession !g!t"#

006 26030 60 100

Pri!aryCo!petitors$Shore%elVo&tron ('%#AltitudePresence

Pri!ary Co!petitors$enesys )&press

Cisco *CC&Altitude

PresenceHua+ei

Pri!ary Co!petitors$enesys

CiscoInteractive IntelligenceAltitude

Pri!ary Co!petitors$enesys )&press

Cisco *CC&Altitude

PresenceHua+ei

Avaya Contact Center offers based on Avaya AuraAvaya Aura Contact Center Suite for Midsi,e )nterprise (AACC-M#

Avaya Aura Call Center )lite for Midsi,e )nterprise ()lite-M#

Co!petitors$Cisco *CC-

InteractiveIntelligence CIC

Aspect

Shoretelenesys )&press

Hua+ei

Shoretel

)tc"

Avaya Contact Center SelectA .une /0

Avaya IP Office Contact Center

A 1eb /2

Contact Center Solutions for IP Office


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8hat Are 8e 9aunchin!:

In"ound

Out"ound

$(all and (idsi-e,usiness

Custo(ers and*ros*ects

Avaya Contact Center Solutions for IP OfficeMultichannel Innovation Built for Small and Midsize Business.

,uild $atisfaction; 9oyalty<

,uild 9ifeti(e/alue<

One Interactionat a Ti(e<


7/43© 2013 Avaya Inc All ri!hts reserved ==

IP Office Contact Center Powerful features

eal ti(e ; historical re*orts e(ail&we"&voice transactions

Powerful. custo(i-a"le a!ent des)to*

clic) to call. (ultichannel view etcCall recordin! for every A!ent and$u*ervisor I(*roves a!ent *erfor(ance.

eli(inate conflicts,uilt in I/ *ro(otes self service

educe a!ent handle ti(e

$u**orted in U$. Canada. U>. Australia. 5ew ?ealand. India @%n!lish only


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A!ent Ca*acity Add to IP Office IP Office Contact Center $erver

IP OfficeServer )dition*p to 344 agentsat u* to 32 nodes

su**orted "y the*ri(ary server

P5OVISIO6Additional Hard 7rive

on S) Server ‒ Contact ecorder

Partner-Supplied Server

8indows 200B 2 or 2012 2 $erver 4ini(u( hardware re uire(ent

Intel Deon %3 Euadcore 3 1 G-

B , '' 3 %CC 1 $ea!ate $T600'4002 600 , for(atted ca*acity. =200 P4.174, cache. $ATA interface. AI'1

AI' controller @Intel C202 on"oard 1 1 , 5IC

$a(*le servers‒ 'ell '210&220‒ Fi#itsu Pri(er!yTD1000$3*

IP Office844v/

*p to 94 agentsat a sin!le site@no (ultisite contact

center su**ort over $C5

A77Partner-Supplied

Application Server

2 hard drives‒ /4Pro‒ Contact ecorder

IP Office Contact Center Confi!uration O*tionsSold as software – ISO or OVA


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IP Office Contact Center Terminology

%as: e*resents a custo(er tele*hony call. e(ail or chat%opic 4edia inde*endent route *oint. essentially a virtual device that can receive(ulti*le. si(ultaneous calls for redirection via a Tas) Flow Tas)s are ueued at theTo*ic level first

%as: 1lo+ (Call 1lo+# ; A *ro!ression of ste*s to deter(ine the routin! of a tas)co(in! into the Contact Center This Jscri*tK contains a "e!innin!. lo!ical ste*s "asedon syste( and call s*ecific ele(ents and a destination This is *resented !ra*hically inthe contact center syste(

Agent roup < A Provides destination *oint for tas)s in which a!ents can lo! into toreceive the tas)s The syste( acce*ts the tas) as a To*ic which follows the tas) flowulti(ately sendin! the tas) to a free a!ent in the a!ent !rou*

%ea! A list of a!ents confi!ured in a tea(. used for re*ortin!

=rap *p % uivalent to After Call 8or). it is the ti(e an a!ent uses to co(*lete wor)"etween calls

%e&t 'loc: Go(o!eni-ed res*onses for increase *roductivity Once created. Te t,loc)s can "e used in te(*lates or assi!ned to To*ics and "e offered to a!ents wheneditin! a (essa!e "elon!in! to that To*ic


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$yste( Confi!uration ; $etu*3" Step

Collect the custo(er data inan % cel te(*late

/" StepInstall software

9" StepI(*ort the custo(er data and

test standard features

Custo! Setup4a)e custo(er s*ecific

confi!uration

% cel

The syste( confi!uration will"e defined in a s*ecial*re*ared % cel fileaccordin! to the custo(erre uire(ents

Core Syste!$8indows 4$Isetu* unattendedor /4 8arete(*late

Clients$8indows 4$Isetu* unattended

'e*ends on

The software will "e installedwith 8indows standardsetu*s @4$I routines"undled in setu* wi-ard

The collected syste(re uire(ents will "e i(*ortedThe syste( is o*era"le andcan "e tested with standardcall&tas) flows and standardannounce(ents

Clean$yste(

A"out 1 h for20 A!ents

Accordin! to the "usiness*rocess of the custo(er thecall&tas) flows will "ei(*le(ented via the Phoenidra! ; dro* tas) flow editorand the I/ editor

IP OfficeContactCenter

'e*ends on thecusto(er

re uire(ents


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$te* 3 %asy Tools to 'e*loy Initial $yste(,ased on Custo(er 5eeds

Custo(er 'ata in*ut s*readsheet Tas) Flow 9ayouts


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A!ent 'es)to*Features and Functions


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A!ent A**lications

Ho!e 9andin! *a!e after lo!in Contents is confi!ura"le with a su"setof real ti(e statistic ele(ents

%elephony A**lication where A!ents *rocess calls and view custo(er

infor(ation Can *refor( actions li)e *ic)u* calls fro( other rou*s andto*icsL review and call "ac) a"andoned calls

)!ail A**lication where A!ents *rocess e(ails

Chat A**lication where A!ents *rocess chats


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A!ent $creen Custo(i-ed /iew

Custo(i-e to Tea( or A!ent rou* standards Add real ti(e infor(ation relevant to Tas) Flows and $)ills

Personali-e the A!entUser Interface


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A!ent User Interface 4ini(i-ed view

4ini(i-es as a fully functional side"ar allowin! for other PC wor) tocontinue

% *and. contract or (a i(i-e tolar!er User Interface as needed

Full Call Control

% *anded /iew

A!ent $tatus*er Tas)

Tas) ty*e Audio.

%(ail. Chat

$ide"ar /iew


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A!ent User Interface Tele*hony /iew

Full a!ent control+ $i!n in&out A!ent rou*s

/iew history

/iew Custo(er 'etails

Custo(i-a"le

to define si-e andinfor(ation visi"le

Access to availa"leTas)s and 4ediafunctions

Or!ani-e views in ta"s

and (a)e use of hy*erlin)sInte!rated Internet % *lorero*tion for Call 'ata drivensearches and&or access towe" tic)etin!


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© 2013 Avaya Inc All ri!hts reserved 1=

%(ail Processin!

Answer. create.*ost*one and forward

Inte!rated address "oo)

Te t "loc)s defina"le toassure hi!h ualityanswers and s*eed

Channel *rioriti-ation

anddefina"le wor)load *er A!ent


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© 2013 Avaya Inc All ri!hts reserved 1B1B

Inte!rated Chat Answer. create. *ost*one and forward

Auto res*ond with Pre 'efined Te t (essa!es to assure hi!h uality answersand s*eed

Inte!rated address "oo)and custo(er data"ase

Channel *rioriti-ationand defina"lewor)load *er A!ent

A!ent User Interface Chat /iew


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$u*ervisor 'es)to*Features and Functions


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$u*ervisor can re(otely lo! on&offand si!n on&off a!ents fro( A!ent!rou* @re(ote functions

$u*ervisor silent (onitorin!

Fully custo(i-a"le. Feature rich

interfaceCoachin! functionalities

e*orts co(*ara"le withinte!rated re*orts li)e C4$

Pic)u* and dele!ate calls

$u*ervisor User Interface


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eal Ti(e Infor(ation

Overview of contact centerstatus

Individual (onitorin! screenwith inte!rated tele*honyfunction

Infor(ation availa"le fora!ents. tea( leaders andsu*ervisors

8aitin! ueue of all tas)sincludin! %(ail ; Chat

$ervice level infor(ation


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eal Ti(e 'ata

aitin! ueue of all channels includin!(ails and Chats

9ists of waitin! calls&e(ails< $ervice level Thresholds

A!ent state *er A!ent rou*&Tea( Inte!rated Tele*hony functions e(ote lo!in&lo!off. si!n on&si!n off


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$tatisticsCounter "ased re*orts

Confi!ura"le *ara(eters *er re*ort Ti(escale

'uration

Counter ty*e @a!ent. to*ic. (edia

e*ort ty*e @(anual. auto(atic

Individual re*orts Predefined e*orts

Call "ased re*ortin! Contact evaluation

Custo(er history A!ent history


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Gistorical e*ortin!

$tatistics Counters availa"le for to*ics. a!ents. A . tea(. <

% *ort to % cel @o*tional auto(atic use of custo(er defined(acro csv. *df. rtf

$end e*orts via %(ail Out*ut with defined resolution @(inutes. hours. days. wee)s <

'efinin! of *eriod @start sto*. day of wee)

$cheduled @auto(atic or cyclical statistics


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© 2013 Avaya Inc All ri!hts reserved 2=2=

A!ent $tatus and Contact 'etails

A!ent $tatus e*ort+ 5on Tas) related events

Contact and Custo(er 'etails e*ort


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© 2013 Avaya Inc All ri!hts reserved 2B

$u*ervisor Interface 9ive 'e(o


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© 2013 Avaya Inc All ri!hts reserved 2H

$yste( Call Gandlin!O*erational Overview


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Ad(inistrator $creensFeatures and Functions


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Ad(inistrator A**lications

Configuration - Confi!ure (ainContact Center ele(ents

%as: 1lo+ )ditor - Confi!ureContact Center routin! rules

*I Configuration - Confi!ure ;

assi!n Contact ; 4enu ,ars.Go(e ; Tele*hony features

IV5 )ditor - Confi!ure I/ scri*ts. Announce(ents ; user res*onse

7ialer - Confi!ure out"ound dialer #o"s ; ca(*ai!ns

)!ail Confi!ure e(ail @U4 coreco(*onents

%e&t 'loc:s Confi!ure "loc)s of te tused for %(ail auto re*ly te(*lates

Address 'oo: Confi!ure address"oo) access and availa"ility to %(ail


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Ad(inistration 9andin! $creen

A!!re!ated contact center services and ele(ents@*er ta"

Confi!ured syste( connections and syste( services

'efine A!ent. A!ent rou*s. Tea(s and To*ic views

$et country and (ana!e custo(er data "ase'efine and (ana!e announce(ents


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IP Office Contact Center Topi" Configuration

To*ic are associated tas)s "y % tensions for tele*hony i e 36=

%(ail addresses for %(ail Tas)s @salesN(ail co(*any co(

Instant 4essa!e I's for Chat @salesNchat co(*any co(

To*ic are used to *resent tas)s to acall flow associated with the to*ic

Unli(ited To*ics can "e defined

$et $)ill levels needed for to*ic

$et routin! order and availa"ility

Chan!e *icture


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IP Office Contact Center Agent %roup Configuration

Thousands of a!ent !rou*s can "edefined @6 10 are co((only used

%ach a!ent can "e (e("er of u* to120 a!ent !rou*s @*er (edia ty*e

%ach A!ent has its own level or*riority assi!ned to the a!ent !rou*@1 70

'istri"ution rules for an a!ent !rou*+ *riority in the sa(e *riority level+

lon!est idle ti(e A!ent rou*s are the destination for to*ics after call routin! lo!ic isco(*lete. tas)s are ueued and*resented to a!ent when availa"le

Chan!e *icture


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© 2013 Avaya Inc All ri!hts reserved 3=3=

IP Office Contact Center Agent Configuration

Any nu("er of a!ents can "edefined. "ut only the licensednu("er can "e active

Assi!n A!ents to A!ent rou*s andtea(s

$et a!ent (ulti channel access

$et a!ent s)ill level

%ach a!ent can "e (e("er of u* to120 a!ent !rou*s @*er (edia ty*e

$et *riority level for assi!ned !rou*s'efine *rivile!es and authori-eaccess to syste( ele(ents such asto*ics


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© 2013 Avaya Inc All ri!hts reserved 3B

Tas) Flow %ditor Tas #low 'enu

Identify$ource

'efineCondition

Choose'estination


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© 2013 Avaya Inc All ri!hts reserved 3H

Tas) Flow %ditor ()ample Stru"ture Chan!e *icture to

call flow fro(

trainin!session&de(osetu*


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IP Office Contact Center Intera"ti e Voi"e *esponse !IV*$ O er iew

$elf $ervice Co(*onent @I/with a !ra*hical scri*t editor"uilt in

Touch tone @'T4F ca*a"ilities"y default Te t to $*eech

availa"le fro( 4icrosoft or canuse 5uance with additionalcost @$*eech eco!nition can"e done via 5uance

Access to standard O',Cena"led data "ases

O*tion to *lay *lainannounce(ents only@non interactive. no touch tone


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I/ %ditor

ra*hical tool for "uilt in $elf $ervice Co(*onent @I/ Announce(ents @ wav PC4 coded

'T4F reco!nition @also+ fa reco!nition

/oice (essa!es

record @silence detection

%(ail. delete outin!

Access to O',C ena"led data"ases

'ra! 'ro* ele(ents to "uild hi!hly *roductiveand so*histicated I/ interaction usin!recorded or Te t to $*eech Announce(ents.data "ase ueries. syste( or call s*ecificevents and (uch (ore


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$yste( Confi!uration 9ive 'e(o


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IP Office Contact Center Solutions ;Sales %rac:

www avaya learnin! co( 9o! in usin! $$O credentialsPre re uisite+ IP Office $4% sales credential %arned "y co(*letin! on line assess(ent 2$00010A

IP Office Contact Center Course$ 2400100O

$ellin! Avaya Contact Center $olutions for IP Office 'uration+ 1 Gour

Online %ests (to earn APSS ; IP Office CC SalesCredential# 2400001A $ellin! Avaya Contact Center
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IP Office Contact Center - Demo Script and Presentation