CCT ContactPro. Omni Channel Agent Desktop for Innogy/NPOWER UK. See a world class Agent Desktop Solution. delivered by. Copyright 2018 CCT

Transcription

1 CCT ContactPro Omni Channel Agent Desktop for Innogy/NPOWER UK See a world class Agent Desktop Solution delivered by Avaya & CCT Uwe Kreuter - CCT 1 Copyright 2018 CCT

2 The Omni-channel Architects Productive interactive Omni-Channel agents Outstanding customer interaction 100% focused on UC & CC Long history with AT&T, Lucent, Quintus & Avaya, Genesys, Microsoft Outstanding Partner s Located in Europe and USA Germany: Frankfurt, Augsburg, Leipzig, Dortmund Switzerland: Zurich USA: North Miami FL, Philadelphia PA CCT ContactPro is a registered trademark of CCT. All other named product and company titles as well as logos are trade 2 names or registered trademarks of their respective companies / owners.

3 CCT Focus traditional and new channels Twitter Facebook Messenger WeChat WhatsApp imessage Interaction Management Routing/Reporting 3

4 One Unified Desktop for all Avaya platforms Desktop CP G-Connect CP Skype Connect Channel Control (automatic / manual) Oceana CC SDK AIC EMC Outbound POM CP AES Presence Service Analyse Service Dashboard, Reporting, Supervisor ContactPro Application Host Genesys Media Plattform SDK Microsoft Skype for Business Oceana on Breeze 3.3 AIC EMC AAEP POM ACM Elite - CMS AES DMCC Telecommuter APS Presence Server Genesys SIP Server Skype Cloud PBX Session Manager / System Manager / A-ESBC Copyright 2015 CCT Certified SDK/API to SDK/API connection to guarantee support and to give greatest flexibility 4

5 ContactPro Omni Channel Agent Desktop Omni-Channel Desktop Comprehensive Omni-channel / multi channel handling All media worklist & customer journey Adaptable to individual workflows and processes WebRTC ready for Web- and mobile-solutions Enables new ways of customer-interactions Productivity and efficiency increases Made for Avaya Developed for Avaya Aura solutions One agent-desktop for multiple platforms DevConnect compliant Integrated through VAR, SPP and APS Connects with Avaya SDKs and APIs Connects with Breeze & Oceana 5

6 What ContactPro can offer to Avaya customers Protect your existing Avaya investment One solution for Oceana, Elite, EMC, AIC, Breeze, Zang, System Manager Snapp In manage the business process flow of your Agent Desktop with more efficiency overcome the limitations of static desktop Easy - to deploy to configure to use Higher flexibility for new ways, new channels of customer-interactions Productivity increases More flexibility with new opportunities, migrate to Oceana with ContactPro Comprehensive multi channel / multi media handling more Media Integration with in- and outbound direct and indirect media o Multichannel Campaigns, Social Media, etc. Adaptable to the customers workflow and processes (CRM/Information) WebRTC ready for integration with Web- and mobile-solutions like CafeX/Glance/Acquity More services higher customer satisfaction Ongoing support and consulting for any adoption of process changes More efficient Agent Desktop usage 6

7 ContactPro environment CRM Integration, Customer Data Share, Open CRM Interface Database Site Connect to multiple databases View of data mind result on agent desktop Save additional data for reporting Server Site Data transfer (Customer Lookup) Connect different CRM server HTML, Rest, DLL, and Ajax connections Client Site Screen Pop from each media with collected data Process automation per customer criteria Multi-site, multi-crm for omni-channel customer Open ContactPro Client API for 3rd party Applications (http web socket server) 7

8 npower is one of Britain s leading energy companies, and is part of the Innogy group, one of Europe s leading electricity and gas companies. Innogy group serves 5.1 million residential and business accounts with electricity and gas in the UK. Copyright 2015 CCT 8

9 Major project goals for Innogy / NPower Replace the existing Genesys Solution with Agents Implement a 360 degree solution for customer needs across all channels (Omni-Channel) Unified agent desktop Modular Agent client application for all business requirements Connection to any system (Avaya CM/SIP, AEP, EMC, POM, Breeze ContextStore, SalesForce, SAP, Quality Monitoring Avaya WFO)

10 Avaya / CCT out of the box integrations Avaya Communication Manager: Call and agent control Avaya AES: Call and agent control Avaya Call Management System: Real-time client wallboard Avaya POM Proactive Outreach Manager: outbound campaign management Avaya Breeze Context Store: Data lookup for customer contact Avaya Call Recorder: Tag Context Data to ACR Avaya Elite Multichannel: and Chat Management SAP: Screen pop of customer data and IVR collected data Salesforce: Screen pop of customer data and IVR collected data

11 Contact Center and channel size Agents: Voice Inbound: 2000 Voice Outbound: Chat: 100 SAP Integration with screen pop: 2000 SalesForce Integration with screen pop: 150 ContactPro Analytics: 2000

12 Avaya & CCT integrations Avaya Elite & EMC Avaya Recorder WFO Avaya AES CTI CCT CP Client Avaya POM Outbound Avaya ContextStore Breeze Avaya AEP CCT CP Manager CCT CP Analytics SalesForce CCT CMS Connector Avaya CMS

13 SAP integration Call Flows with Breeze ContextStore

14 Selected Desktop modules at NPower Full Softphone with Avaya Aura & ACD features Call Log & Work Item data Configurable Wallboard and private Worklist Work Item List, Multitasking Agents Chat and Templates SAP and SalesForce Screen POP and Chat Viewer

15 Project timeline Kick-Off: January 2017 Design phase: January March 2017 Development and Implementation: April June 2017 Test: July October 2017 Cutover Preparation: November December 2017 Cutover: January 2018 Migration phases in January 2018 Cutover of 2000 agents within 6 weeks Every weekend new departments Peak cutover weekend with 1200 concurrent agents

16 ContactPro Desktop Management and Configuration Module configuration on all layers Property configuration on all layers Desktop feature button configuration Multi-tenant and multi-language User Rights from Avaya Control Manager Over >750 properties to customize functions, workflow and process Several installation options to start the ContactPro Manager (e.g. Remote, UNC) Integration in the ContactPro client as a supervisor module Configuration of design options 16

17 ContactPro Agent Desktop Manager Copyright 2015 CCT 17

18 Quick Overview ContactPro Modules 18

19 ContactPro Modules CP Voice CP Outbound / POM CP CP SMS2way CP WEB/Chat/Co-Browse CP WebRTC mobile & web CP Social Media Twitter Feed & DM Facebook Messenger /bot WhatsApp, WeChat, imessage CP CRM Connectors CP Presence, APS, Lync CP Analytics Web Reporter CP Supervisor/App Configurable to meet customers workflow and application requirements 19

20 ContactPro modules and configurations no restrictions ContactPro with many CRM`s CP with & Chat, witter and Facebook Messenger / robot CP with POM With & without active agents with Back office UC Integration through Avaya Equinox SDK 20

21 ContactPro Telco - ISV Vodafone / KDG seats Challenge Solution Results High churn rate due to comparable products (ISV) Low CSAT in service cases is a key reason to change vendor Voice & IVR centric history Full documents and s need to be integrated Need to start with Chat Channel Avaya UC & CC for the UC and customer service organization CCT ContactPro at the Agent desktop Omni channel solution including whit & chat Integration with mission critical BPM and datawarehouse SIP Integration with BPO service providers Higher CSAT lower churn rate Reduced handling time because of integrated systems Better business controlling because of consistent reporting Competitive advantage through new channels 21

22 ContactPro Sample 1 Chat with Webcontent Realtime Feedback Configurable Wallboard 22

23 ContactPro Sample 2 Templates for and Chat Worklist CRM Integration SAP C4C Hybris 23

24 ContactPro Sample 3 Full Softphone with Avaya Aura & ACD features Call Log & Stats Configurable Wallboard Work Item data Instant Messaging and Presence MS dynamics Screen POP with Outbound dialing Copyright 2015 CCT 24

25 ContactPro Web & Mobile Integration Agent Assist Agent Assist WebRTC enabled communication Support for voice and video Agent assist for Web-Browser Apps on IOS Apps on Android Interactive Co-Browse with pointer and upload of documents Reporting (incl. Context Store) Combination / blending with Chat and other media Best support for business transformation with mobile and Web applications that are 100% communication enabled. 25

26 ContactPro Chat and Co-Browsing with Breeze/Oceana Available for Oceana, AIC and EMC Extends standard AIC / EMC media handling with a Breeze Snap-In Transparent channel for the agent Support for Avaya Co-Browsing Integrated w agent reporting 26

27 Breeze / Oceana Context Store examples ContactPro Breeze Snapp IN with Avaya Context Store ContactPro WebReporter Copyright 2016 CCT 27

28 ContactPro Analytics - Web Reporter and Dashboard Consolidated multichannel reports from Oceana, AIC, EMC, CMS Configurable wallboard Realtime and historical reports Optimized for mobile devices Multi-Tenant and Multi-Language

29 ContactPro ContactPro empowers your agents to efficiently serve your customers in today s demanding world of Omni Channel communication. The state-of-the-art technology solution helps you to leverage your existing Avaya infrastructure while decreasing contact center costs and increasing customer satisfaction. CCT ContactPro is a registered trademark of CCT. All other named product and company titles as well as logos are trade names or registered trademarks of their respective companies / owners. 29

30 Join us at booth 440 win a CCT Sonos One Play bundle with IAUG passport to prizes drawing 30