Avaya Call Center 5.0

munchdrabNetworking and Communications

Oct 30, 2013 (3 years and 9 months ago)

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© 2007 Av ay a
Inc. All rights reserv ed.

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Avaya Call Center 5.0

Kay Phelps

Senior Marketing Manager

(replace with your name & title)

Notes to presenters:



Please peruse these slides prior to presenting, as you will find these text
boxes throughout the presentation to help you decide what slides to use.



You’ll find lots of supporting text on the notes pages.



Avaya competitive advantages are spelled out in some slides, for others I
have italicized them in notes pages.

2

© 2007 Av ay a
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Av ay a


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Optimize your people


wherever they are, across
devices and interfaces

Optimize connections

of your people, customers and
processes

Optimize customer
relationships

globally
across all points of contact

A strategic, business
-
focused, approach to communication

delivering competitive advantage today

Avaya Intelligent Communication Vision

Optimize your business


by embedding communications into the
fabric of business processes

3

© 2007 Av ay a
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Av ay a


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Top 10 Global CEO Challenges


1

Sustained and steady top
-
line
Revenue

growth

37.5%


2

Increasing Profits

36.1


3

Consistent strategy execution

33.4



4

Speed, flexibility, adaptability to change

33.1


5

Customer loyalty and retention

29.4


6

Innovation, creativity, entrepreneurship

23.9



7

Corporate reputation

22.9


8

Speed to market

22.7


9

Product innovation

20.8

10

Improving productivity

20.3

Challenge

“Greatest Concerns”

* Source: 2006 survey, Corporate Conference Board

Weighted by regional representation of Global GDP

(Asia: 35%; Europe: 25%; US: 21%; Other: 18%)

4

© 2007 Av ay a
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Addressing these challenges

with Avaya Contact Center solutions


Revenue growth, increased


profitability


Customer loyalty and


retention, corporate reputation


Increased profitability


Speed, flexibility, adaptability


to change



Provide customer service
your competitors can’t match


Meet and exceed rising
customer expectations


Raise service, lower costs


Reduce complexity,


increase automation

Challenge

Response

5

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Challenge: Grow Revenue, Profitability

Responding to these Challenges


Match the right agent with each customer

Use CTI to ensure agent has caller information

Deliver first (initial) contact resolution


Use presence to find expert


Incorporate mobility

Integrate video into your contact center


Provide differentiated customer service

6

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Matching Customers with the Best Agent

Optimized Customer Care with Business Advocate

Deliver Expertise on Demand


Match the right agent to the right contact to drive first call resolution


Maximize agent utilization while fairly balancing workload

Meet Service Levels Automatically


Dynamically adjusts staffing to meet business goals

Drive Customer Satisfaction




7

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Delivering First Call Resolution

Use SIP/Presence to find expertise


Presence is integrated into Avaya IP Agent, IP Softphone


Instantaneous access to available expert


Help is “just over the cubicle wall”


Initial agent can now become the

final agent

Benefits


Customer satisfaction grows


Overall talk time is lowered


Win/win for your customer

and your business


8

© 2007 Av ay a
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Video in the Contact Center: Scenarios

Resident Expert


Offer “face to face” access to
experts from branch locations


Virtual Help Desk


Serve requests using visual context


Offer streaming self help video

Video Customer Service

Provide visual context with video
kiosks in branch locations

Example: Troubleshoot problems
with a consumer product



Value


Reduce live agent costs


Drive customer retention and
strength of brand


Achieve competitive advantage
via differentiated services


Generate incremental revenue:
cross
-
sell, up
-
sell, provide new
services


Provide faster service and
confirmed transactions

9

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SIP based Video Customer Service
-

IVVR

Innovative customer self
-
service experiences via video


Streaming video opens the door to
new possibilities


Show and tell: a picture is worth a
thousand words


Send “how to” videos


Win
-
Win: save agent time, increase
customer satisfaction

3G Video in the contact center


Visual queues in self service


See choices, confirm selections


Personalize cross sell, up
-
sell


Visual branding
















Mitracom
-

Indonesia


Video self help desk for
3G cellular customers
-

how to change battery,
swap SIMM cards,
recharge prepaid calling
cards

Sell pay per view
programming by
streaming previews of
movies to 3G phones















Sky
-

Satellite TV in Europe


Up
-
sell TV programming
by streaming movie
previews.


Video self help
-

how to
use remote, connect &
program DVR, access
online accounts & billing

10

© 2007 Av ay a
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Challenge: Increase Customer Loyalty

Responding to the Challenge


Provide multimedia options

Enable options for self
-
service

Segment your customers and tailor their experience with
intelligent contact routing

Communications
-
enable your contact center related
business processes


Meet Rising Expectations

11

© 2007 Av ay a
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Avaya Customer Interaction Express

Providing Multimedia to Mid Size Enterprises

All
-
in
-
one solution


Inbound/outbound, E
-
Mail,
Fax, SMS


IVR, speech, data access


Real time, historical
reporting


Single agent, supervisor,
and management interfaces


Graphical workflow editor


Multilingual, Multi
-
site

Fast implementation

Easy to manage

Flexibly evolves with
business

Note to presenter:

Show either this slide OR one of the next 2 slides, depending
upon whether your customer is mid
-
size (you would position
either CIE or CCE) or enterprise (position IC)

12

© 2007 Av ay a
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Meet customers expectations for multimedia contacts


Tailored to the needs of medium
-
sized businesses


Delivers large center functionality at an affordable price

Leverage existing Avaya investments


Avaya Communication Manager is the foundation


Use market
-
leading Avaya Call Center software


Supervisors use Call Management System for reporting

and agent administration

Easily layer on new capabilities with CCE


Voice, web, email, SMS


Voice recording

Avaya Contact Center Express (CCE)

Providing Multimedia to Mid Size Enterprises

Note to presenter:

Delete if using CIE or IC slide

13

© 2007 Av ay a
Inc. All rights reserv ed.

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Avaya Interaction Center

Providing Multimedia support for the Enterprise Customer

Voice and Self
-
Service


Leverage existing telecommunication infrastructure with connectors
to Avaya, Nortel, Aspect, and Ericsson PBX systems


Influence routing and deliver perspective to agent application

Email


Optimize agent time


Deliver requests to the right agent

based on skill and context

Web Solutions


Chat and collaborate with

integrated self help and

assisted interaction


Manage call back requests

Note to presenter:

Delete if using CIE or CCE slide

14

© 2007 Av ay a
Inc. All rights reserv ed.

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Build customer loyalty


Provide your customer with options for 24x7 access to your business


Deliver a consistent “voice”/brand image for voice & web

Immediate, Consistent Self
-
Service
IVR, Voice Portal

Voice Portal, Interactive Response


Dialog Designer

Bring together the power of voice
and the web:


Maximize application portability and
reuse with web services


Simple, easy
-
to
-
use application creation


Failover capabilities


SIP, H.323, TDM provide flexible
evolutionary path


15

© 2007 Av ay a
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Av ay a


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Intelligent Customer Routing

Voice Portal and SIP

Queuing & Agent Control

SIP ScreenPop &
Reporting

Segmentation

Best Services Routing

ACD Load Balancing

Queue Treatment

SIP

ISDN
-
or
-

T1

PSTN/IP
Network

Communication
Manager &
ACD

G860 High
-
Density
Gateway

Voice

Portal

SIP

Communication
Manager &
Call Center

Communication
Manager &
ACD

Reduces complexity & network
costs of large multi
-
site
deployments

Leverages existing PBX & ACD
investments, evolve to SIP

Uses SIP to reduce
infrastructure

Includes intelligent context
-
based routing

Optimizes use of contact center
and IT investments

Eliminates need for non
-
Avaya
pre
-
route solutions




16

© 2007 Av ay a
Inc. All rights reserv ed.

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Intelligent Customer Routing

Reduce Costs


Benefits:

Reduce network traffic and hardware by serving
callers at point of initial entry

Leverage SIP/VoIP to transfer calls and context
throughout network

Reduce costs

Solution

Deploy Voice Portal in front
of Communication Manager,
“parking” calls in self
-
service
until routed to best available
agent


Problem

Customer inquiries within self
-
service consume hardware
and agent resources


17

© 2007 Av ay a
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What happens when you have a call spike?

Today:


Mad scramble (can be alleviated by Business Advocate)


If not enough resources, calls go

unanswered


Worst case
-

lost customers & revenue

Tomorrow with CEBP:


Avaya reporting flags crisis


CEBP conferences decision makers


Automatically launches Proactive

Contact to at
-
home agents

Result


deteriorating customer service resolved quickly


Communications Enabled Business Processes

Example for the Contact Center

18

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How do supervisors know when to monitor?

Today:


Decide which agents to trace


Record some or all calls


Try to find the “right” calls to monitor

Tomorrow:


Agent Behavior Reporting with Avaya IQ


Flags CEBP, call placed to supervisor


Supervisor listens in live, or activates recording

Result: Instantaneous notification, immediate coaching

CEPB Integration in the Contact Center

Example scenario

19

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Challenge: Increase Profitability

Responding to the Challenge


Protect your existing investments


Contact center software


DCP, H.323, SIP



Look to new technologies for better service at lower cost


New G860 gateway lowers hardware costs with high density

SIP trunks


New purpose
-
built 16CC phone optimizes agent productivity

with end
-
to
-
end SIP to the agent desktop

Your path, your pace, your choice


Raise Service, Lower Costs

20

© 2007 Av ay a
Inc. All rights reserv ed.

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Avaya Call Center 5.0


Addressing Today’s Business Challenges


Investment protection

Continued evolution


Building upon the foundation


Including new technologies

New building blocks

Your path, your pace, your


choice



21

© 2007 Av ay a
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Using Technology to Address Challenges

Avaya leads in creating innovative solutions that deliver


new benefits and cost savings


Technology is the mechanism, not the solution


Session Initiation Protocol (SIP) is one tool


Instrumental in defining SIP standards


Delivering SIP trunks and solutions since 2004

Solid benefits companies are gaining today with SIP


Protecting investments by adding SIP trunks and

endpoints to existing systems


Lowering costs by reducing hardware


Deploying low
-
cost agent
-
optimized SIP phones


Driving first call resolution with SIP/presence


Extending the value of CTI solutions

22

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True end
-
to
-
end SIP from the network to the desktop


No CTI middleware (softphone) is required


This option reduces servers, complexity, maintenance


I
nvestment

protection for existing CTI applications


Multimedia solutions can control SIP hard phone
or

soft phone


Agent performance & outbound solutions supported

Supports advanced features by major service providers



Call Center features follow as SIP calls are routed within enterprise


Native SIP trunking supports UUI and NCR

Avaya continues to show leadership


Defining standards, making SIP practical


Your path, your pace, your choice



Avaya Leads the Market with End
-
to
-
End SIP

Call Center 5.0 Delivers More Options

23

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Avaya Agent Deskphone 16CC

SIP in the Contact Center

Low
-
cost, agent
-
optimized SIP endpoint

User
-
Centric Design


Physical characteristics optimized for agents


Context
-
sensitive user interface

Support for Agent functions

Third
-
party Call Control


AES/ASAI can monitor and control


Supports multi
-
channel contact center

solutions (IC, CCE, CIE),


Agent Performance (NICE, Witness)


Avaya and third party dialers

Or


SIP directly to the agent desktop, without CTI


24

© 2007 Av ay a
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Alternatives:

1.
Avaya Call Center software can deliver SIP calls
directly to the agent 1600CC SIP phone

2.
Avaya Call Center software can convert voice
from the SIP transport to IP/TDM and leverage
the standard Avaya solution

Either way, Avaya Business Advocate can deliver
work to either traditional voice or

multimedia SIP agent

Solution

Avaya Contact Center
supports SIP ACD functions
and can be deployed in two
scenarios

Problem

Customers would like to
leverage SIP to deploy
contact center routing for
an enterprise

Extending the Value of CTI Solutions

Avaya Call Center and Interaction Center

25

© 2007 Av ay a
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Meeting your Needs Today and Tomorrow

Avaya Contact Center solutions

Start by assessing benefits available today


Where can new technology lower costs?


Where could you use it to enhance your customer service and
customer satisfaction?

Build upon traditional call center capabilities


Add SIP where it makes sense


Protect your existing investments

Pave your path to Intelligent Communications for tomorrow


Shelter your operation with Avaya Global Services


Consider Avaya Consulting and Systems Integration (CSI) to tailor
your contact center to the needs of your business

26

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Challenge: Speed, Flexibility, Adaptability

Responding to these Challenges


Simplify call routing with context
-
sensitive variables


Dramatically reduce number of routing tables


Dynamically change according to context

Flatten, Consolidate, Extend


Consolidate multiple contact centers


Blanket your enterprise with contact center capabilities

Consolidate reporting


Slice and dice contact center data according to
your
needs


Reduce Complexity

27

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“If we desired drastic
improvements we needed to
be ready to make drastic
changes”

“Our operations became
streamlined by eliminating
old technology, and our
costs went down
dramatically”

Flatten, Consolidate, Extend

Case Study


Major US
-
based Airline

Approach:

Flatten:

Move to a single IP
-
distributed architecture

Consolidate:

Remove application & server duplication, reduce overhead

Extend:


Support remote, branch, satellite or global agents with rich
contact center services

Value created:

Dramatic server and application simplification

Hard savings of $10M
-

$15M+ annually

Added reliability and redundancy

Improved brand experience

28

© 2007 Av ay a
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Gain more intelligence into the customer service you deliver


Take the next step beyond operational reporting


Incorporate analytics to learn not just “what happened”, but “why”

Relate contact center performance to business results


Who are the “best” agents from a revenue perspective?

Appraise your customer service from multiple perspectives


What is the performance of each location?


How is the enterprise performing?


What view best enables
you

to

analyze
your

center?


What time zone are you in?

Quickly identify problem agent behaviors

Assess the value of blended agents

Avaya IQ Delivers Actionable Intelligence

Make business decisions based on facts

29

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Customizable Agent Desktop

Voice Self Service

Inbound/Outbound Routing

Remote Agent Introductory

Agent Instant Messaging

Standard Desktop & Screen
-
pop

Real
-
time and Historical Reporting

Standard

Adaptive Predictive Routing

Standard Edition

Email, Chat, Callback

Reporting and Analytics

Advanced

SIP Voice and Video

Application Enablement

Outbound


Predictive Dialing




Addressing these Challenges with a
Complete Solution


Customer Service Editions

“All inclusive“ bundled world
class contact center capabilities


Single per agent price


Single purchasing, design,
integration, lifecycle services and
support motion

Flatten Consolidate and Extend

Rapid prototyping & response to
new demands

CSI consulting, systems
integration, tech support

30

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Saves customers 55% on average in
upgrade costs alone

Avaya’s NEW Support Strategy

Improved Quality and Flexibility for Customers

Software Support

Plus Upgrades

Upgrade
Subscription

Comprehensive
Technical Tools &
Guides

New Web
-
based
tools

Hardware support
options

24x7 Support of
Applications

Ticketing, online ticket status,
access to diagnostic tools
used by Avaya engineers

Holistic support, access to
updates, local in
-
language support
from 6,000 experts


Newly improved search engine,
improved technical guide
resources


Proactive support via EXPERT
Systems; Spectrum of options for
coverage

New Service Pack
Strategy

Bi
-
monthly Service Packs, easy to track
and implement, higher quality & security

31

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Software Support Plus Upgrades


Substantial TCO Savings

Delivers software upgrades for
Communication Manager
,
Call Center
, and
Unified Communications

typically every
12
-
18 months

Provides substantial cost savings compared to the cost of
purchasing major upgrades individually

Locks in upgrades
for a three
-
year period at 6%
,
eliminating the need to budget for software upgrades

Avoids costly T&M with 24x7 support for major problems

Ensures access to the new InSite Knowledge Management
Tool and Technical Tips and Documentation

Includes access to Software Service Packs


32

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Avaya


Paving your Path to the Future


Continuing to build upon traditional call center

Layering on new technologies to bring exciting new
capabilities

Ensuring you continue to deliver differentiated customer
service

Reducing costs and complexity

Evolving your contact center

to the future

Serving as your trusted advisor,

with global presence and expertise

Avaya


the worldwide leader in contact centers

33

© 2007 Av ay a
Inc. All rights reserv ed.

Av ay a


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