RMAUG What s New at Avaya

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1 RMAUG What s New at Avaya February 13, 2013 Mark Wilson, SE Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.

2 A Complete Contact Center Solution CMS Unified Reporting Experience Portal One Touch Video Avaya Aura WFO one-x Agent Avaya Aura Call Center Elite Avaya Aura Communication Manager Proactive Outreach Manager Customer Connections Mobile Speech Analytics 2012 Avaya Inc. All rights reserved. Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 2

3 A Complete Contact Center Solution Elite Multichannel CMS Unified Reporting Experience Portal One Touch Video Avaya Aura WFO one-x Agent Avaya Aura Call Center Elite Avaya Aura Communication Manager Proactive Outreach Manager Customer Connections Mobile Speech Analytics 2012 Avaya Inc. All rights reserved. Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 3

CC Elite Multichannel CC Elite Multichannel Voice Email, Chat, IM Voice calls from the PSTN route through CC Elite.

calls) to the Elite Multichannel XML server and then presented to the agent desktop client Integrated Agent

1 release CMS Reporting Elite Multichannel AES Avaya Aura Session Manager SIP Service Provider Network Communication

4 CC Elite Multichannel CC Elite Multichannel Voice , Chat, IM Voice calls from the PSTN route through CC Elite. Calls can be controlled on the phone or on the desktop Multichannel contacts are routed through CC Elite (as phantom calls) to the Elite Multichannel XML server and then presented to the agent desktop client Integrated Agent Administration via Elite Multichannel Control Panel, or Control Manager in the ACCCM 7.1 release CMS Reporting Elite Multichannel AES Avaya Aura Session Manager SIP Service Provider Network Communication Manager Call Center Elite CMS IVR QM WFM IQ 2012 Avaya Inc. All rights reserved. Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 4

Avaya Aura Call Center Elite Multichannel Feature Pack Overview: Adds multichannel capabilities for up to 400 concurrent agents (increasing to 1000, target

customer provided Windows servers Uses CMS for consolidated reporting Available on Elite 4.x, 5.x and 6.

5 Avaya Aura Call Center Elite Multichannel Feature Pack Overview: Adds multichannel capabilities for up to 400 concurrent agents (increasing to 1000, target February 2013) , Web chat, SMS, Fax, and outbound dialing (Preview and Progressive) Screen-pop Data Directed Routing Simple to manage and deploy Runs on customer provided Windows servers Uses CMS for consolidated reporting Available on Elite 4.x, 5.x and 6.x Multichannel work item Call Center Elite Multichannel Agent Desktop Add Multichannel and Preserve Elite Investment 2012 Avaya Inc. All rights reserved. Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 5

6 Call Center Elite Multichannel Feature Pack Extends Avaya s Award Winning Call Center Elite providing simple screen pop, data-directed routing, and multichannel Avaya Aura Communication Manager Avaya Aura Call Center Elite 6.2 Multichannel Feature Pack* Investment Protection keep your call center architecture while adding new capabilities Application Development Toolkit Simple scripting and easy application development Management Dashboard Facilitates agent performance monitoring Unified Agent Desktop - supporting both on site and remote/home agents and integrates with IP Agent and one-x Agent Application Development Toolkit Data Directed Routing Unified Multichannel Agent Desktop Screen Pops Management Dashboard Multimedia Contact Management - leverages multichannel assignment of work items to ensure that the right skills are matched to the contact Unified Reporting - provided by Call Management System (CMS) Unified Reporting Using Avaya CMS Optional Premium Applications - Avaya Experience Portal - Avaya Workforce Optimization *The Call Center Elite multichannel feature pack requires a separate Windows 2008 Server 2012 Avaya Inc. All rights reserved. Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 6

7 Unified Agent Desktop Seamlessly integrates all inbound and outbound channels to increase agent productivity and customer experience Unified Agent Desktop Channels Supported View customer interaction history for current contact for faster call resolution and improved customer experience Search the directory for a customer phone or to easily initiate outbound contact through mouse click Easily record work-item related notes Plug-in architecture allows for simple customization and external application integration to help reduce implementation cost Allows agents to view real-time statistical information on personal work performance and contact center performance Provides complete range of telephony functions Integrates with Microsoft CRM Integrates iclarity (pre Microsoft Windows 7) for remote agents Voice Facsimile (Fax) Instant Messaging (IM) Web Chat Web Callback Short Message Service (SMS) text 2012 Avaya Inc. All rights reserved. Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 7

Call Center Elite 6.2.3 Components Avaya Aura Communication Manager 6.x (also supported on CM 4.x and 5.

4 or later) Provides the TSAPI (Telephony Services Application Programming Interface) interface to communicate with the Avaya Aura Communication Manager Call Center Elite Multichannel XML Server

8 Call Center Elite Components Avaya Aura Communication Manager 6.x (also supported on CM 4.x and 5.x) IP and traditional telephony services (SIP endpoints not currently supported) Avaya Application Enablement Services (AES must be AES or later) Provides the TSAPI (Telephony Services Application Programming Interface) interface to communicate with the Avaya Aura Communication Manager Call Center Elite Multichannel XML Server Interface between agent desktop and communication services Avaya Aura Call Center Elite Multichannel Desktop Provides graphical user interface (GUI) for all contact types Displays screen-pops for incoming contacts and preview outbound work items Call Center Elite Multichannel nel XML Server Avaya Aura Communication Manager 6.x or 4.x or 5.x Avaya Application Enablement Service Call Center Elite Multichannel Agent Desktop running XML Client 2012 Avaya Inc. All rights reserved. Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 8

9 Elite Multichannel Common Administration The Elite Multichannel Control Panel simplifies administration of multiple servers ACCCM 7.1 will support Elite Multichannel Contact center related Avaya Communication Manager based components such as Vector Directory Numbers, Skills, EAS Agents and agent stations can now be administered through the Elite Multichannel administration tool Alarms and Notifications Alarms indicate abnormal application condition and contains source information, resolution and applicable configuration information Applications state change events are sent as notifications (start/stop application etc) 2012 Avaya Inc. All rights reserved. Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 9

Elite Multichannel Deployment Value Options for

can use the same Elite Multichannel Desktop Chat

Only Agents Voice & Email Agents Dept 1 Dept 2

whether blended channel, or dedicated to a

moves 2012 Avaya Inc. All rights reserved.

10 Elite Multichannel Deployment Value Options for Elite customers All Agents (even Elite Voice Only) can use the same Elite Multichannel Desktop Chat Agents Fax Agents Agents SMS Agents Voice Only Agents Voice & Agents Dept 1 Dept 2 Company A Unified Desktop for all agent types, whether blended channel, or dedicated to a channel, greatly lowers training costs and agent moves 2012 Avaya Inc. All rights reserved. Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 10

11 Unified Agent Desktop History iclarity Voice Preview Contact Spell Check User Work Item Alert Close Suspend Work Item Auto Text External Apl. Execute Contact Mgmt. GN8120 Headset Avaya Aura Elite Multichannel Directory Printing Simple Messaging External Apl. Container Session Notes Customized Forms Enhanced Dial Call Information Time in AUX Display Wallboard Quick Dial Rules MS CRM GUI Python Breakout Custom Buttons Work Item Notes Presence Telephony Save Close Doc. Window 2012 Avaya Inc. All rights reserved. Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 11

Call Center Elite Email Delivery Example Corporate E-mail Server E-mail Gateway Call Center Elite Multichannel Server DMZ Queue Work Item Deliver desired work item Avaya Application Enablement

12 Call Center Elite Delivery Example Corporate Server Gateway Call Center Elite Multichannel Server DMZ Queue Work Item Deliver desired work item Avaya Application Enablement Services Work Item Avaya Aura Communication Manager 6.x Elite Multichannel Agent Desktop 2012 Avaya Inc. All rights reserved. Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 12

Call Center Elite Multichannel CMS for Consolidated Multichannel Reporting 200+ built-in historical and real-time reports with extensive support for customization Instantaneous notification of

13 Call Center Elite Multichannel CMS for Consolidated Multichannel Reporting 200+ built-in historical and real-time reports with extensive support for customization Instantaneous notification of opportunity for improvement areas and details on how to apply corrective measures Elite Multichannel consolidated reporting provided with CMS R16.3 Tables and reports specific to Elite Multichannel are provided 2012 Avaya Inc. All rights reserved. Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 13

Limited Time Introductory Offer $ Promotion Overview: Multichannel license is $525 US NPL per seat Limited Time Promotion: 100% discount on Multichannel license for new/upgrades to Elite 6.

14 Limited Time Introductory Offer $ Promotion Overview: Multichannel license is $525 US NPL per seat Limited Time Promotion: 100% discount on Multichannel license for new/upgrades to Elite 6.2 Includes 1 year pre-paid maintenance Promotion ends March 31, 2013 For previous releases (Elite 4.x and 5.x) price is $525 US NPL per seat HA Pricing by Exception 50% disc 2012 Avaya Inc. All rights reserved. Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 14

Avaya Aura Contact Center 6.4

Avaya Aura Contact Center 6.4 Avaya Aura Contact Center 6.4 is a context-sensitive, collaborative, voice and multichannel customer experience management solution that allows businesses to manage all types