AUGAACCSuiteOverview

Report
PNW Avaya User
Group
Avaya Contact
Center
Suite Overview
John Boyle, Application
Specialist, Avaya
© 2011 Avaya Inc. All rights reserved.
1
22 Minutes … MSG SOLD OUT!!!
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2
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3
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.
Customer Interactions Are Changing
No Single Interaction Channel is Sufficient
Need to be Proficient in all Channels
Percent of Respondents
2010
2012
80%
60%
40%
20%
0%
Voice
(agent)
Fax
Voice
Email
Web
(self)
SMS
Chat
Video
Social
Media
IM
Source: Webtorials Editorial/Analyst Division
©2010 Avaya Inc. All rights reserved.
Consumers Driving Massive Change
Demographics
are Changing
Interactions
are Changing
Customer
Satisfaction Risks
are Increasing
The VALUE of Any Interaction Is
Defined By Its CONTEXT
Sources: PricewaterhouseCoopers LLP and Retail Forward, Owned by Kantar Retail; Webtorials Editorial/Analyst Division; and Yankee Group, 2009,
McKinsey
©2010 Avaya Inc. All rights reserved.
Avaya Aura® Contact Center Suite
End-to-end experience management
End to End Services
Assisted
Experience
Management
Automated
Experience
Management
SMS
Voice
Video
SMS
Performance
Management
MM
S
MMS
XML
SM
Chat
Email
Web
Creation, Orchestration and Administration
Avaya Agile Communication Environment (ACE)
or CS1000
©2010 Avaya Inc. All rights reserved.
Avaya Aura Contact Center Suite
Overview
AEP
AWFO
Avaya
IQ
Avaya Aura
Agent Desktop
Avaya
Aura CC
Customer Service
Representatives
Customer
E-MAIL
Billing
Expert Collections
Specialist Back-office
Specialist
Instant Messaging
Business Applications
©2010 Avaya Inc. All rights reserved.
Avaya Aura Contact Center
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.
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
Voice and Multimedia:
Avaya Agent Desktop (AADD)
Multimedia
Voice
Avaya Aura
Contact Center
Avaya Contact Center
Control Manager
(Optional)
Avaya Voice Portal
/ Experience Portal
(Optional)
Avaya Aura
Session Manager
(Optional)
Multi-Channel Assisted Care
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9
Avaya Aura Agent Desktop (AAAD)
Single Agent Desktop for all Contacts
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
Benefits:
 Increased agent
productivity – utilize
customer response delay
time
 Ease of deployment /
management for
Information Technology
staff
 Agent empowerment
Avaya – Proprietary. Use pursuant to your signed
©2010 Avaya
agreement
Inc. All
orrights
Avaya
reserved.
policy.
 Voice delivered either by physical phone or softphone
Email Handling
Faster Handling with Editor Functions
Reply Options
To/CC/BCC
Auto Suggest
Prepared
response given
to agent
Email Templates
HTML or Text based
Email editing
Email History
Agent can Review
email trail
Full style editing e.g.
font, size, bold, italics,
216 colors, bulleted
and numbered lists,
insert tables, images,
hyperlinks, etc.
©2010 Avaya Inc. All rights reserved.
11
AACC Integrated Outbound Capabilities
completed software based solution
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
Avaya – Proprietary. Use pursuant to your signed
©2010 Avaya
agreement
Inc. All
orrights
Avaya
reserved.
policy.
Avaya Social Media Gateway
Making sense of the social web
Scan and process events from social media using existing
Avaya Contact Center infrastructure
Standard
Media
Inbound
Contact
Contact Center
Social
Media
Avaya
Social
Media
Manager
Contact
Routing
Managed
Agents &
Experts
Generic
©2010 Avaya Inc. All rights reserved.
13
Aura Experience Portal
End-to-end experience management
What is It?
 NEW software platform for orchestration
Customers
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
What’s New?
Speech E Mail
Text
Video
Social
Aura®
Experience
Portal
 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
Contextual
Collaborative
Self-Service
Agent Assist
Expert Assist
Unified Experience
Orchestration
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Aura Experience Portal (AEP)
managing multimedia inbound/outbound interactions
Proactively Managing multimedia inbound/outbound automated and
assisted care
Applications
E Mail
Customer
Customer
Text
Service
Update
Voice
Welcome
Aboard msg
Customer
Customer
Outbound
Customer
Reminder
Account
Information
Customer
Customer
Voice
Bill Payment
Customer
Customer
Voice
Service
Change/Cancel
Customer
Voice
Customer
Inbound
SIP
Proactive
Outreach
Experience
Portal
SIP
Live Agent/
(as needed)
Self Service
Call Back
Assist
©2010 Avaya Inc. All rights reserved.
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15
Avaya Aura Workforce Optimization
maximize your most important asset
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
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)
© 2010 Avaya Inc. All rights reserved.
©2010 Avaya Inc. All rights reserved.
16
Avaya IQ
End-to-end reporting and analytics
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.
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
©2010 Avaya Inc. All rights reserved.
Aura® Orchestration Designer
Orchestrate the end-to-end customer experience
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
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
©2010 Avaya Inc. All rights reserved.
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Avaya Contact Center Control Manager
End-to-end Configuration, Management and more ...
What is It?
 Provides centralized operational
administration exclusively for Avaya
Contact Center Applications
Visual Call Flow Designer
Why does it Matter?
 Provides common administration across the
Avaya contact center portfolio
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
Video
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Additional Information
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“6” Steps to Run an Outbound Campaign
Preview and Progressive Outbound
Step 1 – Create an Outbound Script
Step 2 – Create an Disposition Code
Step 3– Create an Outbound Campaign with Script
Step 4 – Add Customer Details
5 – Activate
Campaign
StepStep
6 – Monitor
Progress
©2010 Avaya Inc. All rights reserved.
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.
23
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.
24
Web Chat Handling – Context Sensitive
Context Sensitive Agent Chat Handler
Dropdown
Activity Codes
Transaction History
Captures history of
email, text chat and IM
for this transaction.
Agent Activity Stats
Skillset Name, time on
Contact
Contact Tabs
One for each active
contact
Customer Status
Connect/Disconnecte
d
Email Chat Log
Optionally to Customer
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Reporting and Monitoring
Demonstration & Discussion
©2010 Avaya Inc. All rights reserved.
Operations – Reporting & Analytics
Overview
Avaya CC
Elite
Avaya Aura
Contact
Center
Avaya Work
Force
Optimization
3rd party
data
Avaya
Proactive
Contact
Avaya
Performance
Center
3rd party
system
©2010 Avaya Inc. All rights reserved.
Operations – Reporting & Analytics
Demonstration
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
©2010 Avaya Inc. All rights reserved.
Avaya IQ 5.0 – Voice Portal Support
 Assess at what point in self-service callers leave or opt
out for an agent
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29
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.
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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.
31
Assess the Self-Service Trend
©2010 Avaya Inc. All rights reserved.
32
Evaluate the Complete Customer Experience
Self-Service
Assisted
Service
 Expanded Cradle to Grave reporting includes both Self-
Service and Assisted Service
©2010 Avaya Inc. All rights reserved.
33
Interactions: “Push” vs. “Anchor”
Traditional
Environment
Customer Service
Collaboration Session
Customer
Data
Customer
Multi-Channel
Service
Self-Service
Customer
Routed to Agent
CTI
Customer
Data
Recording
Resources
Brought to the
Customer
?
Customer
Routed to Agent
CTI
Self-Service
Customer
Context
Media
Anchoring
Customer
Data
Agent
Assist
Expert
Assist
Recording
Avaya – Proprietary. Use pursuant to your signed
©2010 Avaya
agreement
Inc. All
orrights
Avaya
reserved.
policy.
Workforce Optimization
Overview
The right workforce
Recording
Desktop
Process
Analytics
Quality
Monitoring
…with the right skills
Forecasting
&
Scheduling
Avaya
WFO
Coaching
…doing the right things
Customer
Feedback
Management
Scorecards
…and doing them really well
E-Learning
…to achieve corporate objectives
©2010 Avaya Inc. All rights reserved.
Workforce Optimization
Demonstration
©2010 Avaya Inc. All rights reserved.

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