Transcript AUGAACCSuiteOverview
© 2011 Avaya Inc. All rights reserved.
PNW Avaya User Group Avaya Contact Center
Suite Overview
John Boyle, Application Specialist, Avaya
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22 Minutes … MSG SOLD OUT!!!
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Your Company …
Top of mind business issues
Improve
customer satisfaction
...experience … delight …while
reducing operational costs
.
AND …
increasing profits/revenue
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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 (self) Email Web Source: Webtorials Editorial/Analyst Division SMS Chat Video Social Media IM
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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
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Avaya Aura
®
Contact Center Suite
End-to-end experience management
End to End Services Assisted Experience Management Voice Video SMS SMS Automated Experience Management MM S MMS SM Performance Management Chat Email XML Web Creation, Orchestration and Administration Avaya Agile Communication Environment (ACE) or CS1000
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Avaya Aura Contact Center Suite Overview
AEP AWFO Avaya IQ Avaya Aura CC Avaya Aura Agent Desktop Customer Service Representatives Customer E-MAIL Instant Messaging Business Applications Billing Expert Collections Specialist Back-office Specialist
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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 options 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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Avaya Aura Agent Desktop (AAAD)
Single Agent Desktop for all Contacts
Features: Benefits:
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 Increased agent productivity – utilize customer response delay time Context sensitive telephony functionality Ease of deployment / management for Activity and Not-Ready Reason Codes drop-down menu Information Technology Agent/Skillset/Application real-time statistics Voice delivered either by physical phone or softphone staff Agent empowerment ©2010 Avaya Inc. All rights reserved.
Email Handling Faster Handling with Editor Functions Reply Options To/CC/BCC Auto Suggest Prepared response given to agent Email History Agent can Review email trail Email Templates HTML or Text based Email editing Full style editing e.g. font, size, bold, italics,
216 colors, bulleted and numbered lists, insert tables, images, hyperlinks, etc.
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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
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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
Aura Experience Portal
End-to-end experience management
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
Customers Speech E Mail Text 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
Video Social Aura® Experience Portal 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 E Mail Customer Customer Text Customer Customer Customer Customer Customer Customer Customer Voice Voice Customer Voice Customer Outbound Voice Inbound Applications Reminder Service Update Welcome Aboard msg Account Information Bill Payment Service Change/Cancel Call Back Assist SIP Proactive Outreach Experience Portal SIP Self Service Live Agent/ (as needed)
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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)
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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
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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 3 rd party tools It’s FREE! Ships at no cost with many of our platforms or downloadable from avaya.com
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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
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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
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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
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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
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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
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Operations – Reporting & Analytics Overview
Avaya Work Force Optimization Avaya CC Elite Avaya Aura Contact Center Avaya Proactive Contact 3 rd party data Avaya Performance Center 3 rd 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
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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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Evaluate a Process Group
What happened in self-service for the entire process group?
Click on an individual process to drill-down to details
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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
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Assess the Self-Service Trend
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Evaluate the Complete Customer Experience
Self-Service Assisted Service
Expanded Cradle to Grave reporting includes both Self Service and Assisted Service
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Interactions: “Push” vs. “Anchor” Traditional Environment Customer Service Collaboration Session Customer Data
Customer Routed to Agent
Self-Service CTI Customer Data
Customer Routed to Agent
CTI Customer Data Customer Recording Resources Brought to the Customer Multi-Channel Service Self-Service ?
Media Anchoring
Customer Context
Agent Assist Expert Assist Recording Avaya
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Workforce Optimization Overview
The right workforce
Desktop Process Analytics
…with the right skills
Forecasting & Scheduling
…doing the right things
Recording Avaya WFO Quality Monitoring Coaching
…and doing them really well
Scorecards E-Learning Customer Feedback Management
…to achieve corporate objectives
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Workforce Optimization Demonstration
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