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!!! ©2010 Avaya Inc. All rights reserved. 2 ©2010 Avaya Inc. All rights reserved. 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 ©2010 Avaya Inc. All rights reserved. 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 ©2010 Avaya Inc. All rights reserved. 14 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. 15 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. 18 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 ©2010 Avaya Inc. All rights reserved. 19 ©2010 Avaya Inc. All rights reserved. 20 Additional Information ©2010 Avaya Inc. All rights reserved. “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 ©2010 Avaya Inc. All rights reserved. 25 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 ©2010 Avaya Inc. All rights reserved. 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. 30 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.