Customer service has transformed

Transcription

1 Customer service has transformed 1990 s Avaya Inc. All rights reserved. 1

2 And consumers are driving the future transformation Multichannel Devices Pervasive Video Social Media 2012 Avaya Inc. All rights reserved. 2

3 They want to be served in their channel of choice 63% 15% 27% 27% 27% 9% 15% 8% 10% 9% Voice (agent) Fax Voice (self) Web SMS Chat Video Social Media IM 2012 Avaya Inc. All rights reserved. Source: Webtorials Editorial/Analyst Division 3

4 Customers Use Multiple Channels to Engage How seamless are your conversations across customer choice of channel? 80% 60% 40% 20% 0% Percent of Respondents Voice (agent) Fax Voice (self) Web SMS Chat Video Social Media IM Source: Webtorials Editorial/Analyst Division 2012 Avaya Inc. All rights reserved. 4

5 There are consequences if you don t 26% % 90% Sources: Avaya Consumer Preference ebook CPE, Customer Care Measurement & Consulting, Avaya Inc. All rights reserved. 5

6 But there are opportunities and rewards if you do $ $ 83% 70% 20% Source: BTGS The Anonymous Consumer, January 2011, Wall Street Journal, April, Avaya Inc. All rights reserved. 6

7 To take advantage, you need to reinvent the customer experience Reactive, Scripted, Controlling Speed of Resolution Phone, Linear, Static, Slow Agents, Support Proactive, Engaging, Collaborative Optimal Resource Matching, Opportunity Expansion Social, Apps, Video, Self- Service, Proactive, Outbound Dynamic, Adaptive, Business Intelligence- Based Advisors, Subject Matter Experts 2012 Avaya Inc. All rights reserved. 7

8 Avaya Collaboration Vision Right People, Right Time, Right Information Relevant Pervasive Portable Persistent Relationships Context Behavior Contacts Location Presence Calendar Documents Business Applications 2012 Avaya Inc. All rights reserved. 8

9 Avaya Solutions to Reinvent the Customer Experience Automated Experience Management Speech Analytics Mobile Customer Service Video Customer Service Multichannel Social Media Management 2012 Avaya Inc. All rights reserved. 9

10 Delivered in the way that s best for your enterprise HOSTED PREMISE CLOUD MANAGED HYBRID DELIVERY MODEL 2012 Avaya Inc. All rights reserved. 10

11 Avaya is already in Avaya Collaborative Cloud TM the cloud We enable our customers to Use Cloud solutions Avaya Aura, AvayaLive Engage (formerly web.alive), AvayaLive Connect (new offer) We enable our customers and partners to Build Cloud solutions Avaya Aura, Avaya Networking, Avaya Communication Outsourcing Solutions We Deliver and enable partners to Deliver Cloud Solutions Avaya Aura, Avaya Networking, Avaya Communication Outsourcing Solutions 2012 Avaya Inc. All rights reserved. 11

12 Avaya Aura Contact Center Solution VOICE OUTBOUND SCREEN POP CALL RECORDING REPORTING/ ANALYTICS WEBCHAT INSTANT MESSAGE SOCIAL MEDIA VOICE (SELF) INTELLIGENT ROUTING Customer 2012 Avaya Inc. All rights reserved. 12

13 Benefits for your customers and enterprise 2012 Avaya Inc. All rights reserved. 13

14 With a disjointed experience What is your account number? Can you confirm your address please? What is your user name? 2012 Avaya Inc. All rights reserved. 14

15 But what if the experience was seamless from mobile TECHNICAL SUPPORT TYPE OF ISSUE BASIC TROUBLE- SHOOTING DESCRIPTION OF PROBLEM 2012 Avaya Inc. All rights reserved. 15

16 To the next available live agent Hi, Joe. I understand you are having trouble with your router? 2012 Avaya Inc. All rights reserved. 16

17 Or schedule a call back when its convenient Please select a call back time that is most convenient for you 2012 Avaya Inc. All rights reserved. 17

18 What is said in social media can damage it but how do you monitor with limited staff? 2012 Avaya Inc. All rights reserved. 18

19 There is a lot of activity, but Only 10% of Issues are ACTIONABLE 2012 Avaya Inc. All rights reserved. 19

20 The Avaya Customer Experience Management Portfolio Today Avaya Aura Orchestration Designer Social Mobile Web/Video Avaya Proactive Contact Avaya Proactive Outreach Manager Gold Standard Voice ACD Avaya Aura Call Center Elite Avaya CMS Avaya Aura Experience Portal Avaya Intelligent Customer Routing Multichannel Complement to Elite or Universal Media Avaya Aura Contact Center Reporting Avaya Interaction Center Avaya OA Highly Customizable, Multichannel Universal Queue Avaya IQ Avaya Aura WFO Avaya Aurix Avaya CC Control Manager Today 2012 Avaya Inc. All rights reserved. 20

21 The Avaya Customer Experience Management Portfolio Moving Ahead Avaya Aura Orchestration Designer Social Mobile Web/Video Avaya Proactive Contact Avaya Proactive Outreach Manager Avaya Aura Experience Portal Intelligent Contextual Routing Performance 2X BHCC Avaya Aura Experience Manager Avaya Aura Call Center Avaya Aura Contact Center Elite Simplification Avaya Interaction Center Performance 2X BHCC Avaya CMS Tighter Avaya Aura Integration Reporting Avaya OA Avaya IQ Avaya Aura WFO Avaya Aurix Avaya CC Control Manager Next 2012 Avaya Inc. All rights reserved. 21

22 The Avaya Customer Experience Management Portfolio Vision Work Assignment, BPM Integration Avaya Proactive Contact Agent Experience Avaya Aura Orchestration Designer Social Mobile Web/Video Avaya Proactive Outreach Manager Avaya Aura Experience Portal Avaya Aura Experience Manager Portfolio-Wide Agent Experience Framework Avaya Aura Call Center Elite Avaya CMS Avaya Aura Contact Center Reporting Avaya Interaction Center Portfolio-Wide Common Reporting & Analytics Avaya OA Business Intelligence Platform Avaya Aura Performance Center Avaya Aura WFO Avaya Aurix Avaya CC Control Manager Future 2012 Avaya Inc. All rights reserved. 22

23 The Road Ahead Customer Experience Management Customer Channel Resource PORTFOLIO STRATEGY Complete customer experience across any channel Communications driven by customer contact, channel and context Right resource to right interaction at right time assuring the right experience 2011 Avaya Inc. All rights reserved.. Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.

24 End to End Services Assisted Engagement Management Automated Engagement Management Workforce Optimization SMS MMS XML Voice Video SMS MMS SM Mobile Chat Web Performance Management: Reporting, Analytics Unified Management Agile Communication Environment Virtual Enterprise Network Architecture Ethernet Switching Wireless Networking Unified Branch Access Control Network Management 2012 Avaya Inc. All rights reserved. 24

25 Assisted Experience Management Avaya Aura Contact Center Solution Functionality Map Customer Touch Points Core Functions Integration Functions User Functions Voice Contacts Skills Based Routing Integration Web Services Supervisor Desktop Multichannel Contacts Networking Open Queue Agent Desktop Video Contacts Reporting APIs and SDKs Service Creation Tools Social Media Contacts Media Control & Treatments CRM Connectors Administration Tools Administration Database Access Tools AACC Data Storage CTI Content Storage Analytics & Adv. Reporting Outbound Workforce Management Telephony Server Server Web Server Solution-Wide Administration Self Service Contact Center Suite QM & Contact Recording Workflows Telephones IM Server Unified Communications 2012 Avaya Inc. All rights reserved. 25

26 Understanding Release Roadmaps GA = on the truck Committed = in the factory Intent= in the design shop 2012 Avaya Inc. All rights reserved. 26

27 Avaya Aura Contact Center 6.2 SP6 in 2012 Q2 New Release 6.2 Q3 CY11 (GA) Release 6.2 SP6 Q3 CY12 (Committed) Release 6.3 Q4 CY12 (Committed) Santa Clara Release 2H CY13 (Intent) Enhanced Feature Set, End to End SIP System wide Call Force Zip Tone* Align with Aura 6.2* AES 6.2 Alignment 96x1 SIP Support Web Chat Transfer to Skillset Characterized Telephone Profiles Coverage Path Support for SIP Voic Integration Elite-AACC Voice on same CM Without Interworking Fallback to CC Elite Vectors * Available now under controlled introduction 2012 Avaya Inc. All rights reserved. 27

28 Q2 New Avaya Aura Contact Center Release 6.3 in 2012 Release 6.2 Q3 CY11 (GA) Release 6.2 SP6 Q3 CY12 (Committed) Release 6.3 Q4 CY12 (Committed) Santa Clara Release 2H CY13 (Intent) Improved Deployment, Higher Availability Streamline Installation AACC HA with Simplex CM ME 6.2 HA Support Aura 6.2 Service Pack Interoperability CS Interoperability Configurable Call Force Zip Tone Avaya Media Server (AMS) 7.5 Interoperability & Virtualization Serviceability enhancements 2012 Avaya Inc. All rights reserved. 28

29 Q2 New Avaya Aura Contact Center in 2013 Release 6.2 Q3 CY11 (GA) Release 6.2 SP6 Q3 CY12 (Committed) Release 6.3 Q4 CY12 (Committed) Santa Clara Release 2H CY13 (Intent) Integrated Predictive Outbound Enhanced Multichannel Evolution Features for IC, CCE & Elite Customers AACC integrated with POM for AACC Multimedia and CC Elite Predictive Outbound enhanced blending Unified desktop Co-browsing / follow-me Unified agent activity reporting Navigation / form-sharing Unified agent administration Social media as contact type Inbound/outbound agent Call Back Assist Interop blending Microsoft Lync 2010 interop POM Agent Desktop for CC Elite IC & AACC on same CM SIP Softphone AAAD Avaya CM Stretched campus HA AMS Zoning Support 3 rd Line Appearance CM adjunct routing vector AACC Voice & Elite on same CM additional use cases Prioritized one-x Agent capability in Agent Desktop AAPC HA; Voice & IM Reporting New CMS-like reports 2012 Avaya Inc. All rights reserved. 29

30 Q2 New Avaya Aura CC Elite in 2012 CC Elite 6.0 Jun 2010 (GA) CC Elite 6.2 Q2 CY12 (Committed) Raleigh 2013 (Intent) Improved FCE Agent Enablement Admin Agility Higher performance (2x BHCC) VDN Service Observing by Location VDN Return Destination for internal calls (for post call surveys) Enhanced Reporting Support for Intelligent Customer Routing 96x1 SIP Phones for Elite Agents 96x1 H.323 Phones optimized for Elite agents Block telephone hang-up for auto-answer agents Separate Aux RC for RONA and ROOF Duplicate VDN and Hunt Group forms Use VDN Time Zone Offset for Holiday Vectoring List Vector Variable Usage Data Busy out and Release MIS Links Individually 2012 Avaya Inc. All rights reserved. 30

31 Q2 New Avaya Aura CC Elite in 2013 CC Elite 6.0 Jun 2010 (GA) CC Elite 6.2 Q3 CY12* (Committed) Raleigh 2013 (Intent) Migrate to Future Integrate for improved customer experience Agent Enablement Interoperate with Experience Manager for Universal queue 1:1 agent matching Multidimensional routing Improve interoperability with: Intelligent Customer Routing Avaya Aura Contact Center Agent Desktop Avaya Performance Center Avaya Control Manager Workforce Optimization Agent groups within a skill Alias outbound phone numbers Agent lockout after N attempts Caller Info Persists on agent phones 2012 Avaya Inc. All rights reserved. 31

32 Customer Experience Analytics Avaya Aura Performance Center Solution Roadmap Revenue, Demand Gen & Customer Loyalty Mgmt Proactive & Service Escalation Management Workforce Management Campaign Performance Mktg Resource Effectiveness First Call Resolution Service Cost & Trend Analysis Behavior Mgmt Skillsets / Languages Product Affinity Offer Management Customer Satisfaction Service Contract Mgmt People Perf Mgmt Flow Analysis Promotion Effectiveness Loyalty and Attrition Resolution Rate Product Lifecycle Mgmt Interday Mgmt Scheduling Market Segmentation Market Basket Analysis Service Team Effectiveness Remote Asset Monitoring Coaching Lead Generation Mgmt Oppty/Pipeline Analysis Service Cost & Trend Analysis Service Performance Mgmt Lead Conversion Cross-Functional Processes Work Completion Customer Sat Surveys Quality Monitoring Call Analytics Speech Analytics Platform Unified Reporting & Admin Ad Hoc Query & Analysis On Prem, Mobile, Hosted Enterprise Class Stack 2012 Avaya Inc. All rights reserved. 32

33 Q2 New CMS Product Roadmap R16.3 2HCY11 (GA) CMS R17 Q2 CY 13 (Committed) Portland (Intent) Improved Performance Lower Operating Cost & Increased Capacities CMS Supervisor Web Edition ICR 2.0 Reporting Oracle Netra x4270 low/midsized server Oracle Enterprise T4 high-end server Real-time and historical reporting queue enhancements Introduction of Linux OS for low and mid-sized configurations Reduced TCO via 2 new x86 based low & mid-sized servers Increased capacities for concurrent supervisors, traceable agents & agent/skill pairs fosters FCE strategies SNMP 2012 Avaya Inc. All rights reserved. 33

34 Q2 New Avaya Aura Performance Center Product Roadmap IQ 5.2 2HCY11 (GA) AAPC 7.0 Q2 CY 2013 (Committed) Boulder Q4 CY 2014 (Intent) Unified Reporting AAPC Foundation Mobile Supervisor Support for Experience Portal, ICR, Elite, Proactive Contact, and AACC Complement High Availability configuration capacity increase to 15,000 concurrent agents Aligns with AACC Santa Clara Data Warehouse Extensible / Flexible / ETL Embedded BI stack Integration to CMS call flow analytics Portable agent and queue information Critical agent statistics Agent information 2012 Avaya Inc. All rights reserved. 34

35 Q2 New Avaya Aura Workforce Optimization Product Roadmap Release 10.1 May 2011 (GA) Release QCY2012 (Committed) Sao Paulo 2HCY2013 (Committed) Seamless Integration-lower TCO Optimum Customer Experience Higher Business Value Enablers for unique WFO integration with AACC, Agent Desktop (AAAD), Performance Center (AAPC) New v11 WFO Application capability Apps on 64-bit Win2008 Server. ESXi Virtualization (10.1SP2) ACR TDM enhancements Passive IP recording New support programs QM enhancements: unified dashboard, smart inbox, direct access to coaching WFM Forecasting & Scheduling web client. Avaya-branding for Customer Feedback and Speech Analytics SIP recording enhancements AAPC report drill-thru to WFO recordings 2012 Avaya Inc. All rights reserved. 35

36 Q2 New Avaya Aura Performance Center Portfolio View Release Strategy for Evolution & Investment CY11 CY12 CY13 CY CMS IQ & Avaya Aura Performance Center IQ 5.2 AAPC Avaya Aura Workforce Optimization GA Committed Intent 2012 Avaya Inc. All rights reserved. 36

37 Agent Experience (Desktops) One-X Agent Release Service Themes Packs and One-X Agent (1H2013) Laredo (Intent) Q2 New AAAD (2H 2013) Santa Clara (Intent) One-X Agent Evolution from IP Agent One-X Agent Extension Aura Agent Desktop Co-Existence Customers moving from IP Agent to One-X Agent Supports Win 7 Improved agent productivity through interface restrictions Shared SIP Control enabling SIP Clients One-Touch Video for agent video streaming VDI clients with session down capabilities Bridge Line Appearance Standalone desktop server Enables Elite customer Elite supervisor features POM Agent features 2012 Avaya Inc. All rights reserved. 37

38 Integration Options Avaya Adapters 3 rd Party Enabling Technologies Partner Solutions Avaya Aura Contact Center Adapters Supporting Contact Center integrations to high-priority 3 rd party products (i.e. Siebel CRM) Supports evolution strategy Certified within Avaya System Integration Lab Tools and technologies to enable field developed integrations Avaya supports AES CCT Web Services Professional Services engagement Captures blueprint of solutions for additional implementations Generates AES product revenue and Professional Services Partner built and certified AMC Technologies Covers variations on release combinations SPP (special partner program) 2012 Avaya Inc. All rights reserved. 38

39 2012 Avaya Inc. All rights reserved. 39

40 Wie doet wat??? Agent Experience Avaya Aura Orchestration Designer Ervaring in kaart brengen en naar strategie Social Mobile Web/Video Business Process, in kaart, analyse, strategue Avaya Proactive Contact Avaya Proactive Outreach Manager Avaya Aura Experience Portal Avaya Aura Experience Manager Waarom en wanneer contact zoeken Avaya Aura Call Center Elite Avaya Aura Contact Center Avaya Interaction Center Hard- en software Avaya CMS Reporting Avaya OA Rapportage blijft de bottleneck. Wat zie je nou??? Welke conclusie?? Verloop!!! Planning, QM, strategie bepalen, nooit eindig Avaya Aura Performance Center Avaya Aura WFO Avaya Aurix Avaya CC Control Manager 2012 Avaya Inc. All rights reserved. 40