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Automated Voice and Multimedia Services with Avaya Aura ® Experience Portal.

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Presentation on theme: "Automated Voice and Multimedia Services with Avaya Aura ® Experience Portal."— Presentation transcript:

1 Automated Voice and Multimedia Services with Avaya Aura ® Experience Portal

2 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 22 Market Trends and Dynamics Customers Evolving Fast Adoption of web, mobility, social media Social networking eclipses email in global reach Customers Evolving Fast Adoption of web, mobility, social media Social networking eclipses email in global reach New Customers Are Different Expect instantaneous service, instant gratification Far-reaching impact of individual experiences New Customers Are Different Expect instantaneous service, instant gratification Far-reaching impact of individual experiences Differentiate Your Customer Experience Change creates opportunity for distinctive service Avaya provides solutions to manage the experience Differentiate Your Customer Experience Change creates opportunity for distinctive service Avaya provides solutions to manage the experience

3 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 3 Interactions are Changing Customer Satisfaction Risks are Increasing Demographics are Changing Consumers Driving Massive Change Sources: PricewaterhouseCoopers LLP and Retail Forward, Owned by Kantar Retail; Webtorials Editorial/Analyst Division; and Yankee Group, 2009, McKinsey The VALUE of Any Interaction Is Defined By Its CONTEXT

4 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 4 Addressing Your Business Requirements IT Flexible services based architecture – runs on commodity HW and standard Linux OS Open standards for lower cost integration and customization Multi-purpose platform supports multi-channel inbound/outbound Lower TCO from common management and administration streamlining application delivery and platform management Personalized, consistent cross-channel experience Seamless handoff between assisted and automated service Single view of customer Consistent experience for inbound and outbound interactions End Customer Improved first contact resolution Service customers across additional channels Consistency across assisted and automated services and workflows Lower service costs delivering context based interactions for higher containment rate within self service and potentially shorter handle times within assisted calls Business Operations

5 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 5 How Avaya Can Help Deliver dynamic, personalized wait treatment in queue Unify customer experience across inbound/outbound Conduct proactive outreach across phone, email, text Handoff data with call to agent for best caller experience Improve Customer Satisfaction and Customer Loyalty Optimize service through lowest cost resources Simplify contact center infrastructure complexity Streamline systems and applications management Eliminate costly pre-route, post-route, data directed routing Reduce Costs and Lower Total Cost of Ownership Integrated with Avaya Aura and Avaya Contact Center Reuse existing MPS and Voice Portal VXML apps Use Web services for reuse of existing apps and services Leverage Your Existing Investments Key NeedsAvaya Solution Advantages

6 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 66 Avaya Leadership in Service Automation #1 NA IVR/Voice/Experience Portal Systems Market 30+ years in IVR and contact centers 8,000+ systems, over one million ports deployed globally Customers in virtually all industries & segments Multi-year, multiple award winning applications *source: Frost & Sullivan U.S. IVR (Interactive Voice Response) System Markets F658-76

7 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 7 What Avaya Customers Have Achieved Delivering an Exceptional Experience at the Lowest Cost Fewer calls routed to agents despite 11% increase in traffic Faster time to market by via reduced provisioning time Fewer agents to meet or exceed performance goals Faster application deployment compared to legacy system Note: Results based on customer success with Avaya Voice Portal 5.1 or earlier

8 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 8 BUSINESS INTELLIGENCE PERFORMANCE MANAGEMENT Avaya Contact Center Vision Personalized Experience Management Assisted Voice Services Assisted Multimedia Services Web Services Fixed, Mobile, Social Web Services Fixed, Mobile, Social Automated Voice Services Inbound & Outbound Automated Multimedia Services Inbound & Outbound Business Processes & Applications ENTERPRISE WORK ASSIGNMENT SERVICE ORCHESTRATION

9 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 9 The Avaya Aura® Contact Center Suite Delivering Personalized Experience Management IVRWebChatEmail Automated Experience Management Chat Email MM S SMS Video XML Web Voice Agent Environment Performance Management Assisted Experience Management End to End Services ReportingAnalyticsWFO Avaya Agile Communication Environment (ACE) or CS1000

10 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 10 Video Kiosk and Video Self Service Revenue in Queue Ad Space © 2009 Avaya Inc. All rights reserved. Orchestrating a Superior Customer Experience Self-Service Proactive Outreach Advanced Wait Treatment Speech Enabled 2 nd Chance Self Service Customer Connections Mobile (iPhone/Android) Call Back Assist Enterprise Call Routing Agent Joy Joe Consumer Experience Portal A Set of Services as Building Blocks to Differentiate the Customer Experience Packaged Applications

11 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 11 Automated Voice and Multimedia Services Inbound Customer Voice Contact Center (as needed) Event Notification Payment Reminder Product Promotion Subscription Renewals Product Support Corporate Directory Ordering and Payments Applications Orchestrate phone, email, SMS text outbound and phone and video inbound interactions – all from one platform Outbound Voice Text E Mail Customer Experience Portal SIP POM SIP ICR

12 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 12 Introducing Avaya Aura® Experience Portal 12 Key Enhancements Latest generation of our industry leading, multiple award winning Avaya Voice Portal Includes Intelligent Customer Routing option for added service optimization and cost savings Avaya Aura® Contact Center integration for intelligent agent selection Wide array of apps: Proactive Outreach, Callback Assist, Speech Dial, many others What is It? Software platform for orchestration of automated voice and multimedia services Value Proposition Coordinates delivery of best possible multi- channel customer experience at the lowest cost Simplifies contact center infrastructure complexity reducing total cost of ownership Unified Experience Orchestration Customers Agent Assist Expert Assist Self-Service Contextual Collaborative Speech E Mail Text Video Social Aura® Experience Portal

13 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 13 Whats New - Avaya Aura ® Experience Portal 6.0 Key Features and Benefits Key FeatureKey Benefit Avaya Aura® Contact Center 6.2 Integration Improves customer experience, satisfaction, loyalty - Seamless handoff of contact and context between automated and assisted service Intelligent Customer Routing (ICR) optional deployment option Improves customer experience, agent efficiency, first contact resolution Lower service costs by optimizing experience through lowest cost service channel Simplifies and reduces infrastructure requirements resulting in reduced costs and TCO Avaya Media Server (AMS) integration Simplifies future implementations with Avaya Aura Contact Center

14 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 14 Avaya Aura ® Orchestration Designer Whats New? One tool for design, simulation, maintenance of inbound/outbound self service and AACC scripts Supports Avaya Aura® Experience Portal, Aura® Contact Center, Voice Portal, MPS, IR Leverages best practices from Avaya Dialog Designer and SCE for Contact Center Built on Eclipse open source framework for easier integration with other 3 rd party tools Its FREE! Ships at no cost with many of our platforms or downloadable from DevConnect What is It? Single design tool for Avaya Aura® Contact Center suite customer experience applications Why does it Matter? Accelerates application design and time to market, lowers development costs, and improves your response to what customers want

15 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 15 Key FeatureKey Benefit Single development environment for Experience Portal and Avaya Aura® Contact Center Improve time to market of new or updated customer experience applications by streamlining service creation design, deployment, management Single tool for Media Processing Server, Voice Portal, and Interactive Response applications Single recommended design tool for design, deployment and management of legacy applications Not additional tools required for migration of AAOD applications to Aura® Experience Portal Flexibly install - AACC Scripting Contact Center Module only, AAEP Development Self Service Module only, or combination of both Efficient and consistent workflow design for assisted and automated customer service Addresses potential organizational need to separate design for assisted and automated customer care applications MPS application support Lowers migration cost from MPS developer to OD Improve design proficiency in a mixed MPS developer/AAOD environment Application Simulator support for 3rd party speech engines (ASR/TTS) through MRCP Improves quality, reduces rework time/cost, improves time to market of applications, particularly in more complex environments Whats New Aura® Orchestration Designer 6 Key Features and Benefits 15

16 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 16 Media servers Experience Portal Architecture 16 Live Agent (only as needed) Campaign and Customer Data Orchestration Designer Application Server (existing or new) Orchestration Designer Apps VoiceXML Apps CTI Apps Experience Portal Manager VoiceXML Interpretation Call Classification Telephony Admin/Configuration Licensing Reporting Database Email Server E Mail SMSC Text Voice PSTN Experience Portal Proactive Outreach Manager Campaign Management SMS Gateway Email Intelligent Customer Routing Media servers Experience Portal Media servers

17 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 17 Management and Administration Centralized management –User and system maintenance –System configuration –Monitoring and alarming –Multi-tenancy Application and systems reporting –On-demand and custom report creation –Report scheduling & delivery –Open database and published schema for 3rd party access –Integration with Avaya IQ and Operational Analyst Also covering ICR and Proactive Outreach Manager

18 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 18 Avaya Automated Voice and Multimedia Apps Avaya Platforms Experience Portal Web services based software for multimedia inbound/outbound self- service Orchestration Designer Unified application design for multimedia agent and inbound/outbound self service Media Processing Server Highly reliable traditional VoiceXML and speech IVR Avaya Analytics Self Service Optimization Real-time analysis of customer data and experience Avaya Solutions Intelligent Customer Routing Dynamic self service and load balancing Proactive Outreach Manager Automated outbound speech, email, SMS campaigns and alerts Callback Assist Immediate/scheduled call back over web, mobile, speech Speech Dial Individual or group auto attendant Healthcare Patient Assist Interactive patient, clinician and hospital experiences Customer Connections Mobile iPhone/Android apps tied to contact center Customer Connections Web Web-based voice and video response, video kiosk, 3G Open 3 rd Party Development Wide range of high value industry and horizontal apps from our certified Avaya Partner ecosystem Supports latest web and multimedia communications standards Fully featured, Eclipse-based Orchestration Designer tool provided FREE Embed and reuse existing web, CRM and enterprise service apps Integrate into existing web, CRM, and enterprise IT environments Leverage your existing web and enterprise IT and developer skill set Tie into virtually any enterprise or service provider with standard SIP

19 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 19 Traditional vs. Intelligent Customer Routing PSTN ACD PG Pre-Route CTI IVR TNT Every call costs money with take back and transfers Parallel networks for pre-route and CTI Every call takes up ACD ports even if only completed in the IVR ACD All calls stay on-network with no PSTN costs Free up ACD ports, reduce maintenance, and reduce complexity Eliminate all parallel CTI networks Pre-Route SIP GW PSTN Avaya Aura ® ICR powered by Experience Portal Move in Front Eliminate X IVR

20 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 20 ICR Deployment Options and Models Single-CM Multi-CM (Single Datacenter) Multi-CM (Multiple Datacenter) Caller identification, self service on AVP Transport call context data on SIP header In addition… Intelligent load balancing across ACDs using real-time operational and business data High-redundancy within a single datacenter Duplicated infrastructure within a site All that, plus… Leverage distributed ASM model Resiliency across multiple locations High scalability and reliability Wait treatment on either VP or CM

21 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 21 Intelligent Customer Routing CC Site 1 IQ Agents / screen-pop ICR Application CC Site 2 Agents / screen-pop CC Site 3 SIP CM 5.0 PSTN 1.Customer contacts the contact center 2.Contact is queued at the edge; ICR interrogates Routing Module for routing instructions with SIP message context 3.Routing Module sends updated policy based route; ICR routes to best site selection 4.Call context is delivered via SIP to contact center representative 1 2 3 4 44

22 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 22 Hello Mrs. Jones, we are calling today to alert you about a pending charge to your account… Proactive Outreach Manager Runs on Experience Portal or Voice Portal Reduce Costs by sending interactive alerts, status changes, appointment reminder messages –Reduce labor costs by proactively serving customers through lower cost channels –Reduce or shape inbound call traffic Increase Revenues and margins by automating mass personalized cross-sell / up-sell campaigns –Create opt-in campaigns to promote new products and services, upgrade eligibility Improve Customer Satisfaction by proactively satisfying anticipated customer needs –Personalize messages and make contact based on customer communication preferences 22 Software application for creation and management of automated outbound phone, email, text campaigns and communications Thank you for your order! Sign-up for updates and special discounts at www.avaya.com today! www.avaya.com Thank you for your order! Sign-up for updates and special discounts at www.avaya.com today! www.avaya.com

23 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 23 Speech Dial Call a person or department without having to know number –Callers may be internal, external, or both –Avoid locking names to numbers Optimal dialog to maximize connection rate and minimize time-to-connection –Dialog is the solution –Usability is highest priority Doesnt replace the operator, but automates routine inquiries –Defer to a real operator if necessary Runs on Experience Portal Ultimate aim: replace dial tone with Speech Dial Tone

24 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 24 Callback Assist Offer callers option to be called back (immediately or at a requested time) by CSR without losing place in queue Levels call traffic without adding agents, reduces wait times and related toll charges, improves customer experience How does it Work? –During peak call volumes, announces estimated wait time and presents callers option for a callback –Integrated with the Avaya Aura® Contact Center suite –Leverages CMS, IQ or OA reporting –Supports both CTI and SIP environments 24

25 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 25 Video Kiosk and Mobile Video Self Service Customer Initiates Query Self Service Align to meet business objectives Extend service at the branch and the home Video self-help, wait-treatment, 2-way collaboration 2-Way Conference Video Agent shares: Video Documents Web Pages Across the Counter Customer Service with Customer Connections Video

26 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 26 Application Development

27 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 27 Avaya Aura ® Orchestration Designer 6.0 27 Avaya Aura ® Orchestration Designer AACC ScriptingAAEP Self Service Eclipse Call FlowPrompt ConnectorsGrammar Contact Router Data Cards Simulation OutlineProblemsNavigator

28 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 28 Avaya Aura ® Orchestration Designer 6 Complete Development and Simulation Environment for Speech and Video Applications Supports –Aura ® Experience Portal –Aura ® Contact Center –All other Avaya self service platforms MPS (VXML), IR (VXML), VP Combines the best of –Dialog Designer –Service Creation Environment (SCE für CC) Extensible (Pluggable Data Connector) Available at no cost with AACC, AAEP und MPS –Download through avaya.com Based on Eclipse Framework –Integration with development tools of other vendors.

29 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 29 Create your own integration with Pluggable Data Connectors Create Experience Portal connectors –Reusable, lower cost of application development –Simplifies integration in many cases such as: –Packaging complex web services –Integration for systems without web services –Third party connectors –Developers can license their PDCs Supports –Items on Data node palette for data connectors. –Custom variable types; items on Variable Editor palette –Runtime framework integration MQInterface MQ Connector

30 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 30 Product Strategy and Roadmap 30 Delivered2011 Assisted Experience Management Performance Management Automated Experience Management Contact Center Suite 2012+ Next Generation Platform Expansions Avaya Aura Contact Center Avaya Aura WFO Avaya CC Control Manager Avaya Aura Performance Center Avaya Aura Performance Center Avaya Aura Experience Portal Avaya Proactive Outreach Manager Avaya Proactive Outreach Manager Avaya Social Media Manager Avaya Aura Contact Center with Enterprise Work Assignment Workflow Analytics Extended Agent Desktop Video-Enabled Mobile Contact: Agents, Supervisors, and Customers Proactive Virtual Agents Complete Hosted-Enabled Delivery Option Avaya Orchestration Designer

31 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 31 Innovation and Investment Protection Applications Design Tools Hardware & OS Network Media Processing Server VoiceXML MPS Developer Dialog Designer MPS Developer SCE SUN H/W Solaris OS Analog, TDM Voice Portal VoiceXML CCXML Dialog Designer Dynamic VoiceXML and CCXML Apps Industry standard X86 Open Linux OS IP, SIP Experience Portal VoiceXML CCXML Orchestration Designer Dynamic VoiceXML and CCXML Apps Industry standard X86 Open Linux OS IP, SIP Keys to Our Approach Portable, reusable VoiceXML applications Common technologies and components Common application creation environment Platform upgrade entitlements Keys to Our Approach Portable, reusable VoiceXML applications Common technologies and components Common application creation environment Platform upgrade entitlements

32 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 32 Ensuring Value Delivery & Success Business Communications Advisory Services Identify and qualify business improvement strategies Identify requirements through structured discovery & review Unite business needs and technical capabilities Align with key stakeholders Prioritizes roadmap which delivers savings to help fund future investments Assess and prioritize business needs Discover and quantify cost savings opportunities Implement and measure Self-Funded Roadmap Technical Advisory Services Includes architecture design reviews, network migration analysis, and more Recommendation on design, approach and solutions that deliver best-in-class capabilities Avaya Professional Services

33 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 33 200+ Consultants Globally – Solution Architects, Speech Consultants – >100 Lead Developers and Developers – Quality & Testing resources – Custom Application Support Consultants Technical Project Management Delivery Architecture Consulting Design and Architecture Technical Assessments Speech Engineering VUI Design Grammar Development Usability Testing Tuning Voice Talent Coaching Implementation Advanced Technical Integration Provisioning Development Unit Testing Integration Testing Custom Application Support Software & Custom Applications End to End Solution Testing Load/Stress Testing Performance Monitoring Quality Assurance Pre Sales Discovery SOW Support Scoping Pricing Client Meetings Avaya Professional Services - Self Service

34 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 34 Why Avaya? Why Experience Portal? Improve customer satisfaction Unified inbound/outbound self service Phone, video, text, email automation Reduce your costs Expanding self-service option lowers cost Eliminate infrastructure complexity Simplify service design Open standards, shared components Reduce expense, accelerate time to market Maximize your investments Open standards platform License and application portability Migration and upgrade incentives

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36 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 36 Avaya Aura Experience Portal Media Server Roadmap 36 Experience Portal Manager AMS Nortel VXML Interpreter MPP Avaya Voice Browser AACC Basic Ports AMS Avaya Voice Browser MPP Experience Portal Manager AMS Nortel VXML Interpreter MPP Avaya Voice Browser AMS Nortel VXML Interpreter MPP Avaya Voice Browser Common Voice Browser AMS Common Voice Browser MPP Experience Portal Manager Common Voice Browser AMS Common Voice Browser AMS Common Voice Browser AMS AAEP 6.0 (Phase 1) Common Administration & Management & Tooling AAEP 6.0 (Phase 1) Common Administration & Management & Tooling AAEP 7.0 (Phase 2) Common Voice Browsers AAEP 7.0 (Phase 2) Common Voice Browsers AAEP 8.0 (Phase 3) Full Media Server Convergence AAEP 8.0 (Phase 3) Full Media Server Convergence 201120122013 OR


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