Breeze Learning Series Session #2 Oceana

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Byron Ferguson
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1 Breeze Learning Series Session #2 Oceana Presenter: Mike Taylor & Joe Seghatoleslami

Today, digital interactions account for over 35% of all interactions and, at the current rate, will overtake voice in two year s time.

2 Digital enterprise driving SHIFT in Interactions FROM VOICE to digital 10 years ago there was no web chat, smart phone apps, social media, and very little . Today, digital interactions account for over 35% of all interactions and, at the current rate, will overtake voice in two year s time. Telephone 2015 IVR touchtone IVR speech Web Chat 2013 Social Media (Facebook/Twitter) Smartphone App SMS Text/Instant Messaging Video Chat Internet Website (peer-to-peer systems) 2006 Voice shift to Digital Interactions 2 *Copyright 2015 Dimension Data

3 Customer Touch Points Voice WebRTC Chat Avaya Oceana Agent Workspaces SMS Chatbot Social Media Co- Browse BREEZE 3

4 A Quick Breeze Refresher Omnichannel Avaya Aura Experience Portal Avaya Aura Contact Center Avaya Engagement Designer Avaya and 3 rd Party Snap-ins CUSTOMERS Avaya Interaction Center Avaya Aura Call Center Elite WebRTC RealTime Speech Avaya Breeze Context Store Work Assignment Mobile Video Scopia iview ENTERPRISE Avaya Aura Platform Session Manager Centralized System Manager Media and Video Open APIs Performance and Analytics 4

5 What is a Snap-in? Applications, connectors, modular reusable code Quickly create or integrate new capabilities into processes and apps Use only the functionality you need Standardize use of best practices Reuse capabilities across apps Avaya Snap-ins Powered by Avaya Breeze 5

6 Avaya Oceana Solution Component Summary Unified Agent Controller Chat and Chatbot Snap-In Co-Browse Snap-In Snap-In Context Store Snap-in Provides the business logic for controlling the agent desktop interfacing to the Common Client SDK. Talks to front-end web chat application (Web, Mobile). Establishes a chat room with the customer and populates context based on known credentials before kicking of an ED flow Provides a web based collaborative browsing session between the customer and the agent. Polls designated mailboxes for available s, provides auto-response, checks for keywords and populates context before kicking of an ED flow to process the . Engine for tracking and maintaining the end-to-end context of Omni channel interactions going through the entire solution. Work Assignment Snap-in Agent selection component based on attribute matching across all channels Unified Collaboration Model Engagement Designer Snap-In Normalized model for all resources and interactions. Providing states for resources and interactions as well as events for state changes. Enterprise workflow to orchestrate the Omni channel interaction flow and to implement the business logic required. 6 Breeze Platform Underlying Application Platform which hosts all of the snap-ins in the solution

7 Avaya Oceana: end to end solution for omnichannel customer experience CUSTOMERS All Channels All Devices SMS Avaya Aura Call Center Elite Avaya Aura Experience Portal Interaction Management SMS Next Gen Routing Visual Workflows Reporting & Analytics Voice Social Attributes-based Matching Co-Browsing Chat Context Visual Real-time Speech Web Video & Voice Messaging Routing Chatbot Extend with Avaya Breeze Snap-ins 7

at a Glance Rich Omnichannel Engagement Engage across all devices, including Mobile, and channels with what is needed when its needed, where its needed - all seamlessly, together, and in context

8 at a Glance Rich Omnichannel Engagement Engage across all devices, including Mobile, and channels with what is needed when its needed, where its needed - all seamlessly, together, and in context Visual Workflows Drag and drop design makes it easier to bring the right resources, content, and context together across your CRM and other systems to serve the customer s needs and needs of your business 360 Degree Customer Context Capture customer, business, and situational context across all touch points by storing data crumbs in a high speed inmemory data grid. Use relevant context in routing workflows and share with agents to enable smarter decisions Attributes-based Matching Automate matching of the best enterprise resource with customer interactions based on real-time awareness of business goals, KPIs, customer data Modern Agent and Supervisor Workspaces Oceana Workspaces, HTML5 based omnichannel desktops that are easy to use and a powerful driver for user productivity Powerful Analytics Oceanalytics, designed for omnichannel from the ground up with a new open data model designed to provide new and powerful insights Extend into Enterprise Easily bring resources across your enterprise to help with customer inquiries, irrespective of physical location and job function Platform for Innovation Built on Avaya Breeze with modular Snap-ins apps that can be scaled, managed, and extended with third party and custom apps and cloud services 8

9 Context Store Central to the Oceana Solution Web/Social Self-Service (AAEP) Context Store 2 When

Assignment to find the right resource Mobile/SMS/Video ED WA 1 Email/Chat External Systems External

) and Omni-channel providers (Chat, Social) add customer context Customer Journey Context

9 9 Context Store Central to the Oceana Solution Web/Social Self-Service (AAEP) Context Store 2 When agent assistance is required, the business process workflow passes the relevant context to Work Assignment to find the right resource Mobile/SMS/Video ED WA 1 /Chat External Systems External Applications (AAEP, web portals, etc.) and Omni-channel providers (Chat, Social) add customer context Customer Journey Context Screen-pop 3 On contact presentation, the client application is presented with all the relevant context for this customer, together with the customer journey visualisation 9

Proactive Web Chat based on Agent availability SMS

form share using the Avaya Co- Browse Snap-in.

10 Oceana 3.2 Omnichannel Capabilities Chat & Co-Browse & SMS Proactive Web Chat based on Agent availability SMS enables text messaging interactions be orchestrated and routed to agents. The agent and customer can collaboratively browse and form share using the Avaya Co- Browse Snap-in. SMS interactions are presented to the agent in a chat-like structure enabling threaded conversations be maintained. Agent Assisted with Automated Chat 10

for Customer Service Support for all major email

Automatic email analysis to extract topics and

Engagement Designer workflows to orchestrate

Work Assignment selected agent to best match the

11 Oceana 3.2 Omnichannel Capabilities Channel for Customer Service Support for all major protocols and security standards. Automatic analysis to extract topics and keywords to aid expert routing. Engagement Designer workflows to orchestrate treatment and routing. Work Assignment selected agent to best match the attributes collected through the textual analysis. Agent features to see customer history and have supervisor configured contextual suggested answers. 11

12 Multi-Touch: Smart and Open Architecture Messenger QQ Yellow Page (800M users in China) SMS Notification Click to Interact Visual Self Service Add Channels Escalate to Contact Center Video* Chat 12 *Roadmap

driven resource and work load management Business rules engine for 1:1 matching of

rules such as prioritization, segmentation, behavior to determine best action Rules

and tasks Real-time awareness of: Business rules and KPIs Work items and resources

time and reduce complexity with unified management across channels, work items,

13 Oceana 3.2 Attribute Based Routing and Matching Avaya Work Assignment Business rules, KPI driven resource and work load management Business rules engine for 1:1 matching of work and resources based on rich context, business KPIs and goals Build and apply rules such as prioritization, segmentation, behavior to determine best action Rules engine works across all channels, all work items, all resources Global work items and tasks Real-time awareness of: Business rules and KPIs Work items and resources Agent skills, proficiencies, and state Business Rules, KPIs Global resources Save time and reduce complexity with unified management across channels, work items, tasks, resources Apply across enterprise such as for dynamic team formation, expert finder, back office case management needs Work Compared with Available Agents Match! 13

14 Right customer, right resource, right time This is Julia Julia is not happy. Web Where has she has been? Tried to pay her bill online IVR Navigated IVR Self Service - No Help! Did you know you can check account status and pay your bill via mobile AND online? Contact Center Now Julia is ready to speak to someone 14

15 Queue-based routing IVR In the IVR, Julia indicates she has a billing question Julia s call is sent to the BILLING QUEUE Sent to longest Available Agent. And the call goes to Amy! Here comes Julia! Alice Just got out of training, starting out on Billing calls Been available for: 10 secs Gerry Been with company 3 years, multi-skilled, handles escalations Been available for: 5 secs Amy Currently working through sales opportunities Been available for: 16 secs 15

16 Attributes-based work assignment This time, Julia s call is handled by Work Assignment Here comes Julia! Her web event failed, so we increased the priority of Julia s call Work Assignment looks for resources with skill/proficiency of Billing > 3 And Escalation > 5 Call sent to Gerry Alice Billing = 4 Escalation = 2 Been available for: 10 secs Gerry Billing = 10 Escalation = 10 Been available for: 5 secs Amy Billing = 4 Escalation = 0 Been available for: 16 secs 16

17 17 Defining the Customer Journey Experience

Oceana Workspaces Agent Designed to handle multiple chats, emails, SMS, phone, social, messaging and custom interactions at same time, efficiently Transfer and conference interactions Multiple screen

18 Oceana Workspaces Agent Designed to handle multiple chats, s, SMS, phone, social, messaging and custom interactions at same time, efficiently Transfer and conference interactions Multiple screen pops Frequently used phrases and URLs Customer Journey Visualization Supervisor Monitor omnichannel agents from one user interface Access real time and historical reports Barge In Change agent attributes dynamically to match tasks with resources across multiple sites Administrator Manage omnichannel agents Manage attributes and workflows Manage multiplicity Manage Avaya Oceana system messages, branding, and more 18

Avaya Oceana Workspaces for agents Interaction

channels Real-time omnichannel text, voice, video

timeline and history One click access to common

19 Avaya Oceana Workspaces for agents Interaction Cards Actions Highlights: One workspace, all channels Real-time omnichannel text, voice, video interactions Agent scripting & compliance Customer timeline and history One click access to common tasks and experts Fully customizable Interaction- Specific Context 19

20 Any Agent Devices/Thin Agent Clients Windows PC Agent/Call control Thick Clients - OS specific (.NET/Windows) Scripts Standards based Communication Light Weight Clients (mainly concerned with presentation) Screen Pops HTTP/REST Async eventing IM Presence Customer Details Context Details Application Server Service client Service Service Service client Desktop Framework client Unified client Agent ` Service client Backend Services Framework - UCM.H323(TCP/IP), WCF, SIP, XMPP, SOAP, REST CM/Elite Chat POM 3rd Party Backend Services

Run Avaya Oceana with CC Elite Adjunct Route for CC Elite Voice Snap-Ins 3.

use of out-of-the-box CC Elite features such as Localized Tones, Time of Day, Calendar Inherent,

or Engagement Designer outage Media-centric capabilities such as Observe, Whisper, Disconnect Tones,

21 Run Avaya Oceana with CC Elite Adjunct Route for CC Elite Voice Snap-Ins 3. A-R Sequence Continue use of existing CC Elite vector treatments for announcements/music Continue use of out-of-the-box CC Elite features such as Localized Tones, Time of Day, Calendar Inherent, automatic HA fallback to vector environment with no lost calls in the event of an Avaya Breeze node or Engagement Designer outage Media-centric capabilities such as Observe, Whisper, Disconnect Tones, Agent Greeting, Zip Tone are retained CM AES CC Elite 4. Agent Answers 2. Send Media (e.g. music) 1. Transfer to CM PSTN G450 AAEP 21

22 Elite Customer with Oceana 3.2 AAWFO PSTN VOICE Experience Portal TRANSFER CALL CMS CC Elite QUEUE TO SKILLS CMS SUPERVISOR one-x Agent 22

Oceana Email Chat SMS Digital Audio QUEUE TO SKILLS ROUTE TO AGENT X CMS SUPERVISOR one-x Agent AGENT/EXPERT

23 Elite Customer with Oceana 3.2 AAWFO PSTN VOICE Experience Portal TRANSFER CALL CMS CC Elite ADJUNCT ROUTE For Attribute-Based Routing Oceana Chat SMS Digital Audio QUEUE TO SKILLS ROUTE TO AGENT X CMS SUPERVISOR one-x Agent AGENT/EXPERT Oceana Workspaces SUPERVISOR 23 CC Elite customers can add digital agents No change to existing skills-based voice operation Add Attribute-based routing for selected voice and all digital channels

24 Why Avaya Oceanalytics? Data Collector Data Collector Avaya Oceanalytics Data Collector Oceana Data Collector Collect and Normalize Interaction Events One Collector Snap-in per Data Source Rich Contextual Information Flow Real-Time and Historical Data Sources Publish Events on Avaya Breeze Eventing Framework 24

Oceananalytics TM High Level Architecture Avaya Oceana Workspaces & Oracle Business Intelligence Dashboard Oceana Workspaces TM Client SDK Oracle Business

Routing Visual Attributes-based Workflows Matching Co-Browsing Chat Email Context Visual Real-time Speech Web Video* & Voice Messaging* Routing Modeling and

25 Oceananalytics TM High Level Architecture Avaya Oceana Workspaces & Oracle Business Intelligence Dashboard Oceana Workspaces TM Client SDK Oracle Business Intelligence (OBI) Avaya Aura Call Center Elite Avaya Aura Experience Portal Avaya Control Manager Interaction Management SMS Chatbot Voice Social* Next Gen Routing Visual Attributes-based Workflows Matching Co-Browsing Chat Context Visual Real-time Speech Web Video* & Voice Messaging* Routing Modeling and Analytics Oracle Business Activity Monitor (BAM) Oracle Database Oracle Stream Analytics Platform Extend with Avaya Breeze Snap-ins Reliable Event Framework *Roadmap 25

26 26 ADDITIONAL TECHNICAL INFORMATION

27 Interop Line-up Application Name Mandatory for Oceana Routed Voice Contacts Mandatory for Omnichannel Supported Versions Avaya Common Components (UCM/UCA/CSC) Yes Yes 3.2 Avaya Work Assignment Yes Yes 3.2 Avaya Workspaces Desktop Yes Yes 3.2 Avaya Aura System Manager (SMGR) Yes Yes Avaya Aura Communication Manager (CM) Yes No 7.0.1, Avaya Aura Call Center Elite Yes No 7.0.1, Avaya Aura Session Manager (SM) Yes No 7.0.1, Avaya Aura Experience Portal (EP) Yes No Avaya Contact Recorder No No Avaya Workforce Optimization Suite No No Avaya Call Management System No No 18, 17 Avaya one-x Agent (H.323) No No

28 Oceana TM 3.2 Capacities* Oceana 3.2 Parameter Max Agent Assisted Service Contact Rate Capacity 20k BHCC Max configured users (3000 agents supervisors) 3,300 Max concurrently active agents 1,000 Max concurrently active supervisors Max concurrently active users (agents + supervisors) 100 (10% of agent count) 1,100 (1,000 Agents Supervisors) Max Number of Concurrent Voice-only agents (mandatory to deploy Oceana Workspaces) Max Number of Concurrent Omni-Channel Agents ( Web Chat, , co-browse, SMS) Max number of concurrent Co-Browse sessions per node/per deployment 200 Max number of concurrent web-chat sessions per customer 3 Max number of concurrent web-chat sessions (assumes 3 chats per agent) 3,300 Max number of concurrent SMS sessions per agent with Multiplicity 3 1,100 (1,000 Agents Supervisors) 1,100 (1,000 Agents Supervisors) Max inbound web chat rate Max inbound rate 6,000 per hour 6,000 per hour Max number of attributes per routing service Note: * Please refer to documentation for further details and latest information

29 Avaya Oceana 3.2 Agent Bundles Channel All Media (Concurrent agents) Voice Digital (Concurrent agents) Premium (Concurrent agents) Digital Basic (Concurrent agents) Phone (PSTN /Elite Adjunct Route) Audio (WebRTC Audio) click to call Chat SMS Co-Browse Agent Desktop 29

30 30 Summary of Oceana Training courses