Presentation on theme: "Market Trends and Dynamics"— Presentation transcript:
1 Automated Voice and Multimedia Services with Avaya Aura® Experience Portal
2 Market Trends and Dynamics Customers Evolving FastAdoption of web, mobility, social mediaSocial networking eclipses in global reachNew Customers Are DifferentExpect instantaneous service, instant gratificationFar-reaching impact of individual experiencesThe Contact Center market is changing and is changing rapidly. Changing demographics and ever evolving technology, such as mobility, the web and social networks are driving a revolution in the way customers communicate.60% of Americans say they interact with companies on the social web93% believe a company should have a presence in social media85% say they should not just be present but also interact56% report a stronger connection when they do interactThese changes are creating a major opportunity to create differentiated and distinctive customer service. Avaya is enabling its customers to evolve their solutions to lead in the revolution in customer care.If you add the information from the Nielsen Global Online Media Landscape, that states that Social Networking has overtaken in global reach with 68% vs. 64%, we can come to the conclusion that new customers are different.This change in customer behavior and the new economic realities require a revolutionary approach in customer care and require it now!Experience management through context based communications is the answer to our customers demanding evolutionary solutions.Differentiate Your Customer ExperienceChange creates opportunity for distinctive serviceAvaya provides solutions to manage the experience
3 Consumers Driving Massive Change Customer Satisfaction Risks are IncreasingDemographics are ChangingInteractions are ChangingDemographics are Changing: “This economic recovery…will be shaped by the values of tech-loving Gen Y, and to a lesser degree, affluent members of Gen X”NEW users have different expectations than traditional segmentSocial networking and viral information sharing beyond the contact centerInstantaneous (proactive) care and instant gratificationHigh touch personalized experience through new channelsEmpowerment (self service)Interaction are changing: From 2010 to 2012, voice customer contact will decline by 11%, while chat, web, and social media will grow rapidly to fill the gapNEW interaction channels are emerging and expanding beyond contact centerExpectation of end usersTo reach business how and when they want to (including SMS and Social Media)Consistent experience across channelsCustomer care organization challengesIncreasing customer satisfaction of lower cost channelsStaffing and managing new channels appropriatelyCustomer Satisfaction Risks are Increasing: 92% of consumers form an opinion about a company’s image through their interaction with the Contact CenterNEW level of CSAT expectation requires real time insight and actionKnowing customers choice of how to be served and managing the experienceUnderstand the “whys” causing poor customer satisfaction and dynamically adapt in real timeFutureproof operations & infrastructure for flexibility to easily evolve with customer expectationsThe VALUE of Any Interaction Is Defined By Its CONTEXTSources: PricewaterhouseCoopers LLP and Retail Forward, Owned by Kantar Retail; Webtorials Editorial/Analyst Division; and Yankee Group, 2009, McKinsey3
5 How Avaya Can Help Key Needs Avaya Solution Advantages Improve Customer Satisfaction and Customer LoyaltyDeliver dynamic, personalized wait treatment in queueUnify customer experience across inbound/outboundConduct proactive outreach across phone, , textHandoff data with call to agent for best caller experienceReduce Costs and Lower Total Cost of OwnershipOptimize service through lowest cost resourcesSimplify contact center infrastructure complexityStreamline systems and applications managementEliminate costly pre-route, post-route, data directed routingLeverage Your Existing InvestmentsIntegrated with Avaya Aura and Avaya Contact CenterReuse existing MPS and Voice Portal VXML appsUse Web services for reuse of existing apps and servicesCustomer satisfaction and customer retention are driving investments in customer service in any business. The Avaya Aura Experience Portal in combination with the Avaya Aura Orchestration Designer provide all the functionality required to orchestrate the customer experience across different media, for inbound as well as outbound and for assisted care as well as automated care. Through Intelligent Customer Routing we can provide relevant wait treatment in a personalized way, enhancing the customer experience and creating great upsell opportunities.Cost control is a major customer concern as well. Automated context relevant care lowers the cost per contact. With ICR we can reduce the cost for the customer routing in front of the contact center and since we can remove the need for CTI interfaces, we can reduce the complexity, which will have a direct positive impact on the total cost of ownership.Investment protection is the third customer concern, we recognize often with our customers. We offer a seamless migration path from Avaya Voice Portal to the Experience portal and our roadmap allows NES MPS based customers to migrate at their own pace, while protecting their investment in application development. With the migration to Orchestration Designer and integration of the NES Service Creation Environment, customers familiar with this environment can continue to leverage their knowledge and expertise on SCE, improving the time to result and reducing the cost for training.Experience Portal benefits clients who seek …A common platform for inbound and outbound self service applicationsA reduction in transaction costsTo lower operating costs and TCOTo speech-enable web applicationsTo unify call control and support of multiple languagesAn open, standards-based architectureEnd CustomerPersonalized, consistent cross-channel experienceConsistent experience for inbound and outbound interactionsSeamless handoff between assisted and automated serviceMore meaningful, relevant communications & servicesITFlexible services based architectureRuns on standard Linux OS and commodity HWOpen standards (SIP, CCXML, VXML, Web services) lower integration & customization costMulti-purpose platform supports multi-channel inbound/outboundLess complex, fromCommon managementAdministration streamliningApplication deliveryPlatform managementBusiness OperationsIncreased first contact resolution through additional channelsConsistency across applications and agentsLowers cost to serve by context based interactionsHigher containment rate within self servicePotentially shorter handle times within assisted calls55
6 Avaya Leadership in Service Automation #1 NA IVR/Voice/Experience Portal Systems Market30+ years in IVR and contact centers8,000+ systems, over one million ports deployed globallyCustomers in virtually all industries & segmentsMulti-year, multiple award winning applications*source: Frost & Sullivan U.S. IVR (Interactive Voice Response) System Markets F658-76What else sets Avaya apart from its competitors?Let’s look at Market PenetrationAvaya has the #1 IVR/Voice Portal Systems Market Share in North America, so the customers know they are dealing with an industry leading solution.With the Nortel acquisition, Avaya services over 50% of voice self service market.There are more than 8,000 Voice Portal systems with over 1,000,000 ports deployed worldwideVoice Portal customers can be found in virtually all industries & segmentsThe customer is ensured we have the experience it takes to provide fully functional system with an excellent return on investment. And when you know that, over 70% of Voice Portal sales are Avaya Partner led, customers can also be sure our channel partner have the experience required.2004, 2005, 2006, 2007, 2008, 2009 #1 N.A. Market Share Leader*2005, 2006, 2007, 2008, 2009, 2010 Garter MQ Leaders QuadrantOne of industry’s original solution providersGlobally available in over 60+ countries40,000+ systems installed since 1985First to offer speech recognition – early 1990’sNuance Partner of the Year 2009 & 10VoiceXML ExpertiseOriginally a mid-1990’s Bell Labs research project called Phone Markup LanguagePresently active member of VoiceXML Forum & Browser Certification initiativeSome of the largest Enterprise VoiceXML deployments in world: Bank of America, GE Money, AETNA,
7 What Avaya Customers Have Achieved Delivering an Exceptional Experience at the Lowest Cost10%30%Fewer calls routed to agents despite 11% increase in trafficFaster time to market by via reduced provisioning time30%5XFewer agents to meet or exceed performance goalsFaster application deployment compared to legacy systemNote: Results based on customer success with Avaya Voice Portal 5.1 or earlier77
8 Avaya Contact Center Vision Personalized Experience Management BUSINESS INTELLIGENCEPERFORMANCE MANAGEMENTSERVICE ORCHESTRATIONAssisted Voice ServicesAssisted Multimedia ServicesWebServicesFixed, Mobile, SocialENTERPRISE WORK ASSIGNMENTAutomatedVoice ServicesInbound & OutboundAutomatedMultimedia ServicesInbound & OutboundBusiness Processes & ApplicationsAt a macro level, service delivery today is characterized by a series of disconnected experiencesAvaya has primarily played in both assisted and automated voice servicesIn the past 12 months, we have aggressively expanded our multimedia capabilities (e.g. Avaya Aura Contact Center, Avaya Proactive Outreach Manager)Our vision is to further expand our capabilities to enable end to end experience managementBeyond the steps that we have already taken with the portfolio, there are a number of significant and committed innovations intended to solidify our play as a new class of enabler of holistic and differentiated experiences:For the most part, Contact Centers have primarily focused on work distribution based on optimized media routing (mostly voice); end to end experience management requires a significantly more sophisticated work distribution model capable of handling a variety of data types, media, modes, inflows, and outflows; Avaya refers to this capability as Enterprise Work Assignment, and it will first be introduced to the market in November 2011The next important innovation planned has to do with the orchestration of the combined automated and assisted services that create an experience; like with Enterprise Work Assignment, this level of orchestration must be able to transcend media, mode, and state; moreover, it must be able to openly interface with an enterprise’s web services, business processes, and applications; Avaya is already a leader in this emerging segment of the market with products like Avaya Voice Portal and Avaya Dialog Designer; in June, the company will take another significant and important step forward with the introduction of Avaya Aura Experience Portal accompanied by a new service creation environment to be named Avaya Orchestration DesignerCustomers are expecting to be able to extract rich information in real time from their service delivery practices; with that said, the third layer of innovation is focused on performance management; it is in this layer that real time reporting, analytics, workforce management, and workforce optimization resides; moreover, Avaya’s aggressive integration of all of these capabilities will complement an enterprise’s business intelligence platforms; in November 2011, Avaya will introduce Avaya Aura Performance Center; this new platform will deliver a powerful, scalable, and open data warehouse ready to leverage and share intelligence with other enterprise platforms; it will also enable significantly expanded reporting customization capabilities; lastly, the Avaya Aura Performance Center will embrace and extend our existing reporting and analytics platforms (CMS, IQ) protecting our customers’ investmentsThe introduction of Avaya Aura Experience Portal, Avaya Orchestration Designer, and Avaya Aura Performance Center will complete the first generation of the Avaya Aura Contact Center Suite; however, these new products only mark the early stages of the execution of our vision; we anticipate that the implementation of our vision will take place over the next two to seven years; subsequent release enhancements, and new products will focus on delivering the capabilities, level of integration , and scalability required to succeed in the emerging experience management market2010 Avaya Inc. All rights reserved.
9 The Avaya Aura® Contact Center Suite Delivering Personalized Experience Management IVRWebChatAutomated Experience ManagementMMSSMSVideoXMLVoiceAgent EnvironmentPerformance ManagementAssisted Experience ManagementEnd to End ServicesReportingAnalyticsWFOAvaya Agile Communication Environment (ACE)or CS10009
11 Automated Voice and Multimedia Services ExperiencePortalSIPPOMICROutboundVoiceTextE MailCustomerApplicationsEvent NotificationPayment ReminderInboundCustomerVoiceProduct PromotionContact Center(as needed)SubscriptionRenewalsProduct SupportExperience Portal is a key element of the Avaya Experience Management Framework. The Value of any customer interaction is defined by its Context. The context is built in all phases of a customer contact and is persistent throughout the interaction. Any information collected during a customer interaction is captured, maintained and made available to all participants in the interaction and will be stored for use in future contacts. All this is done with one purpose: provide the best customer experience possible at the lowest cost.In many contact centers inbound and outbound are combined, both for agent based, assisted care and automated care. Orchestrated Experience Management is about unifying inbound self service and outbound customer care to anticipate end customer needs and take action pro-actively where possible through lower cost channels, such as and SMS..Reduce cost by sending interactive alerts, status changes, appointment reminder messages through lower cost channels and reduce inbound call traffic and throttle up outbound to “fill” inbound volume dips.Increase revenues and margins by automating mass personalized cross- sell / up-sell campaignsCreate “opt-in” campaigns to promote new products and services, upgrade eligibilityCreate personalized self service options and advertizing for customers waiting in the queue.Improve Customer Satisfaction by proactively satisfying anticipated customer needsPersonalize messages and make contact based on customer communication preferences.Corporate DirectoryOrdering and PaymentsOrchestrate phone, , SMS text outbound and phone and video inbound interactions – all from one platform1111
12 Introducing Avaya Aura® Experience Portal What is It?Software platform for orchestration of automated voice and multimedia servicesCustomersValue PropositionCoordinates delivery of best possible multi- channel customer experience at the lowest costSimplifies contact center infrastructure complexity reducing total cost of ownershipSpeechE MailTextVideoSocialAura®Experience PortalKey EnhancementsLatest generation of our industry leading, multiple award winning Avaya Voice PortalIncludes Intelligent Customer Routing option for added service optimization and cost savingsAvaya Aura® Contact Center integration for intelligent agent selectionWide array of apps: Proactive Outreach, Callback Assist, Speech Dial, many othersA NEW software platform for automating orchestration of the best multi-channel customer experience at the lowest cost.Latest major release of Avaya’s market leading, multiple award winning Voice PortalIncludes Intelligent Customer Routing option for added service optimization and cost savingsAvaya Aura® Contact Center integration for intelligent agent selectionLet’s have a look at what Avaya Aura® Experience Portal actually is.Avaya Experience Portal is a Web services based platform that provides multi-channel self service, Inbound and outbound, speech, video, as well as text messaging (with Proactive Outreach Manager). The Experience Portal serves as platform for advanced applications, such as Proactive Outreach Manager and Intelligent Customer Routing. The Experience Portal provides built-in reporting and management features and allows developers to quickly create custom applications using the Orchestration Designer.The Experience Portal integrates with Avaya Aura®, with the Avaya Aura® Call Center Elite, the Aura® Contact Center and Interaction Center contact center solutions, as well as with the Proactive Contact outbound solution and Avaya IQ reporting.The Experience Portal runs open standards based applications leveraging SIP, CCXML, VXML, Web Services and it is supported by one of the largest application development ecosystems in the industry.Aura® Experience Portal is a NEW software platform for orchestration of multimedia customer experience apps that help you deliver the best possible customer experience at the lowest cost. Aura® Experience Portal is the latest major release of our market leading, multiple award winning Avaya Voice Portal.Platform for both Proactive Outreach Manager and Intelligent Customer RoutingIntegrates with Avaya Aura®, Aura® Contact Center, ACCE, Interaction Center, Proactive Contact, IQApplication level reporting provides configurable alerting for both business and technical usersRuns open standards based applications leveraging SIP, CCXML, VXML, Web ServicesSupported by one of the largest development ecosystems in the industrySingle sign-on within Avaya System Manager, ACCCMAgent AssistExpert AssistSelf-ServiceContextualCollaborativeUnified Experience Orchestration122010 Avaya Inc. All rights reserved.
13 What’s New - Avaya Aura® Experience Portal 6 What’s New - Avaya Aura® Experience Portal 6.0 Key Features and BenefitsKey FeatureKey BenefitAvaya Aura® Contact Center 6.2 IntegrationImproves customer experience, satisfaction, loyalty - Seamless handoff of contact and context between automated and assisted serviceIntelligent Customer Routing (ICR) optional deployment optionImproves customer experience, agent efficiency, first contact resolutionLower service costs by optimizing experience through lowest cost service channelSimplifies and reduces infrastructure requirements resulting in reduced costs and TCOAvaya Media Server (AMS) integrationSimplifies future implementations with Avaya Aura Contact CenterIn the next few pages we will discuss the new functionality in release 6.0 of the Avaya Aura® Experience Portal and we will review what business value that functionality offers our customers.We will review the integration with Avaya Aura® Contact Center, as well as the optional Intelligent Customer Routing deployment. We will discuss the integration with the Avaya Media Server (AMS)Finally we will discuss centralization of management for the Experience Portal.
14 Avaya Aura® Orchestration Designer What is It?Single design tool for Avaya Aura® Contact Center suite customer experience applicationsWhy does it Matter?Accelerates application design and time to market, lowers development costs, and improves your response to what customers wantWhat’s New?One tool for design, simulation, maintenance of inbound/outbound self service and AACC scriptsSupports Avaya Aura® Experience Portal, Aura® Contact Center, Voice Portal, MPS, IRLeverages best practices from Avaya Dialog Designer and SCE for Contact CenterBuilt on Eclipse open source framework for easier integration with other 3rd party toolsIt’s FREE! Ships at no cost with many of our platforms or downloadable from DevConnectOrchestration Designer, earlier marketed as Dialog Designer is a drag-and-drop environment for development and maintenance of inbound and outbound multi-channel and multi language self service applications for Avaya Aura® Experience Portal as well as Avaya Aura® Contact Center 6.2 and higher.Orchestration Designer is an Integrated Development Environment (IDE) that enables VoiceXML applications to be built once and the applications can run on all the Avaya Self Service PlatformsOrchestration Designer, along with Interactive Response, is included at no cost with Experience Portal.Based on the widely accepted Eclipse development framework, an open source forum providing a vendor-neutral development platform and application frameworks for building software.Orchestration Designer is covered in a lot more detail in a separate set of Knowledge Sessions available on the Avaya LMS.Use Web services to integrate to other web, enterprise and communications applicationsSupports Loquendo and Nuance speech technologiesIntegrates to virtually any speech platform through open standards2010 Avaya Inc. All rights reserved.
15 What’s New Aura® Orchestration Designer 6 Key Features and Benefits Key BenefitSingle development environment for Experience Portal and Avaya Aura® Contact CenterImprove time to market of new or updated customer experience applications by streamlining service creation design, deployment, managementSingle tool for Media Processing Server, Voice Portal, and Interactive Response applicationsSingle recommended design tool for design, deployment and management of legacy applicationsNot additional tools required for migration of AAOD applications to Aura® Experience PortalFlexibly install - AACC Scripting Contact Center Module only, AAEP Development Self Service Module only, or combination of bothEfficient and consistent workflow design for assisted and automated customer serviceAddresses potential organizational need to separate design for assisted and automated customer care applicationsMPS application supportLowers migration cost from MPS developer to ODImprove design proficiency in a mixed MPS developer/AAOD environmentApplication Simulator support for 3rd party speech engines (ASR/TTS) through MRCPImproves quality, reduces rework time/cost, improves time to market of applications, particularly in more complex environments2010 Avaya Inc. All rights reserved.
16 Experience Portal Architecture Campaign and Customer DataIntelligentCustomerRoutingMedia serversExperiencePortalManagerServerE MailSMSCTextVoicePSTNCampaign ManagementSMS GatewayMedia serversProactiveOutreachManagerExperience Portal Media serversVoiceXML InterpretationCall ClassificationTelephonyAdmin/ConfigurationLicensingReportingDatabaseComponentsMedia serversMultimedia processingVoiceXML session manager and video serviceExperience Portal ManagerUp to 5,000 concurrent sessions on up to 30 MPP servers per systemCluster multiple systems for larger deployments and manage centrallyWeb Application Server hostSeparate or customer-providedVoiceXML and CCXML scripts to MPP serversExperience PortalLive Agent(only as needed)Application Server(existing or new)Orchestration Designer Apps VoiceXML AppsCTI AppsOrchestrationDesigner
17 Management and Administration Centralized managementUser and system maintenanceSystem configurationMonitoring and alarmingMulti-tenancyApplication and systems reportingOn-demand and custom report creationReport scheduling & deliveryOpen database and published schema for 3rd party accessIntegration with Avaya IQ and Operational AnalystAlso covering ICR and Proactive Outreach ManagerFour Functional Areas Addressed by VPMSUser ManagementSystem MaintenanceSystem ConfigurationReportingOn-demand Reports based onCall Detail RecordsSession Detail RecordsApplication Detail RecordsPerformanceCustom Report creationReport Scheduling & DeliveryAutomatic running and delivery of reports via , RSS Feed and/or SNMPDatabase open and schema published for:Access for custom reportingIntegration with Operational Analyst
18 Avaya Automated Voice and Multimedia Apps Avaya PlatformsAvaya SolutionsOpen 3rd Party DevelopmentExperience Portal Web services based software for multimedia inbound/outbound self- serviceIntelligent Customer Routing Dynamic self service and load balancingWide range of high value industry and horizontal apps from our certified Avaya Partner ecosystemProactive Outreach Manager Automated outbound speech, , SMS campaigns and alertsSupports latest web and multimedia communications standardsOrchestration Designer Unified application design for multimedia agent and inbound/outbound self serviceCallback Assist Immediate/scheduled call back over web, mobile, speechFully featured, Eclipse-based Orchestration Designer tool provided FREEMedia Processing Server Highly reliable traditional VoiceXML and speech IVRSpeech Dial Individual or group auto attendantEmbed and reuse existing web, CRM and enterprise service appsAvaya AnalyticsHealthcare Patient Assist Interactive patient, clinician and hospital experiencesIntegrate into existing web, CRM, and enterprise IT environmentsSelf Service Optimization Real-time analysis of customer data and experienceLeverage your existing web and enterprise IT and developer skill setCustomer Connections Mobile iPhone/Android apps tied to contact centerTie into virtually any enterprise or service provider with standard SIPCustomer Connections Web Web-based voice and video response, video kiosk, 3G
19 Traditional vs. Intelligent Customer Routing TNTEliminateXPSTNPSTNMove in FrontPre-RoutePre-RouteICR powered by Experience PortalPGPGPGAvayaAura®ACDACDACDSIP GWIVRIVRIVRACDACDACDCTIEvery call costs money with take back and transfersEvery call takes up ACD ports even if only completed in the IVRParallel networks for pre-route and CTIAll calls stay on-network with no PSTN costsFree up ACD ports, reduce maintenance, and reduce complexityEliminate all parallel CTI networks19
20 ICR Deployment Options and Models In addition…All that, plus…Caller identification, self service on AVPIntelligent load balancing across ACDs using real-time operational and business dataLeverage distributed ASM modelTransport call context data on SIP headerHigh-redundancy within a single datacenterResiliency across multiple locationsWait treatment on either VP or CMDuplicated infrastructure within a siteHigh scalability and reliabilitySingle-CMMulti-CM (Single Datacenter)Multi-CM (Multiple Datacenter)
21 Intelligent Customer Routing PSTN1Customer contacts the contact centerContact is queued at the edge; ICR interrogates Routing Module for routing instructions with SIP message contextRouting Module sends updated policy based route; ICR routes to best site selectionCall context is delivered via SIP to contact center representativeSIP2ICRApplication3CC Site 1CC Site 2CC Site 34CM 5.044Agents / screen-popAgents / screen-popIQ21
22 Proactive Outreach Manager Software application for creation and management of automated outbound phone, , text campaigns and communications“Hello Mrs. Jones, we are calling today to alert you about a pending charge to your account…”Runs on Experience Portal or Voice PortalReduce Costs by sending interactive alerts, status changes, appointment reminder messagesReduce labor costs by proactively serving customers through lower cost channelsReduce or shape inbound call trafficIncrease Revenues and margins by automating mass personalized cross-sell / up-sell campaignsCreate “opt-in” campaigns to promote new products and services, upgrade eligibilityImprove Customer Satisfaction by proactively satisfying anticipated customer needsPersonalize messages and make contact based on customer communication preferencesProactive Outreach Manager simplifies creation, execution, and management of outbound self service campaigns helping businesses reduce costs, capture more revenue, and improve customer satisfactionReduce costsCreate reminder and alerts campaigns to communicate delays, status changes, reduce missed appointments with high value staffLower costs by serving customers more effectively through lower cost channels where preferred and possibleReduce and shape inbound call center traffic by anticipating customer inquiries and taking preemptive actionUtilizes Avaya Voice Portal as a common platform for outbound campaign management and administration and inbound self serviceIncrease revenuesCreate and execute customized cross-sell / up-sell campaigns to generate new revenue.Throttle proactive outreach sales campaigns to “fill” anticipated inbound volume dipsImprove customer satisfactionServe customers better through lower cost channels not thought possible with live agent outbound dialingMake contact based on customer’s channel preferencesProactively satisfy customer service needsConduct customer satisfaction surveysReduce risks, costs, improve responsivenessImprove service response and customer satisfaction by bringing outbound services in-house and gaining control over priorities and campaign timing, and sensitive customer data.“Thank you for your order! Sign-up for updates and special discounts at today!”
23 Speech Dial Call a person or department without having to know number Callers may be internal, external, or bothAvoid locking names to numbersOptimal dialog to maximize connection rate and minimize time-to-connectionDialog is the solutionUsability is highest priorityDoesn’t replace the operator, but automates routine inquiriesDefer to a real operator if necessaryRuns on Experience PortalUltimate aim: replace dial tone with Speech Dial Tone
24 Callback AssistOffer callers option to be called back (immediately or at a requested time) by CSR without losing place in queueLevels call traffic without adding agents, reduces wait times and related toll charges, improves customer experienceHow does it Work?During peak call volumes, announces estimated wait time and presents callers option for a callbackIntegrated with the Avaya Aura® Contact Center suiteLeverages CMS, IQ or OA reportingSupports both CTI and SIP environmentsSolution DescriptionAllows customers to determine interaction with call centerProven method to level traffic without adding agentsTime tested applications and interfacesLeverages CMS reporting to make operational decisionsExample – Details applicable to any scenario or verticalCustomer needs or wants to speak to an agentCustomer is offered a call back optionCustomer selects when to be contacted at their convenienceSolution determines appropriate agent based on business rulesMakes call automatically without agent interventionCustomer ValueCompletely integrated with Avaya’s Contact Center PlatformsLevels traffic by moving calls into the valleys of agent productive time to meet SLA’s, at all times, without adding staffReduces overall wait times and related toll chargesProvide for a better caller / customer experience - Empowers the customerInstalls easily in only a few weeks with accelerated ROI based on volume24
25 Video Kiosk and Mobile Video Self Service “Across the Counter” Customer Service with Customer Connections VideoAlign to meet business objectivesExtend service at the branch and the homeVideo self-help, wait-treatment, 2-way collaborationCustomer Initiates QuerySelf ServiceThis example of a financial branch shows multiple ways to do self service, through a kiosk or web connectionConsumers can receive video self-help, wait treatment, and 2-way collaborationService can be escalated to a video agent with two way video through contact centersAgents can share video, documents and web pages to aid the conversation and support2-Way Conference VideoAgent shares:VideoDocumentsWeb Pages
28 Avaya Aura® Orchestration Designer 6 Complete Development and Simulation Environment for Speech and Video ApplicationsSupportsAura® Experience PortalAura® Contact CenterAll other Avaya self service platforms MPS (VXML), IR (VXML), VPCombines the best ofDialog DesignerService Creation Environment (SCE für CC)Extensible (Pluggable Data Connector)Available at no cost with AACC, AAEP und MPSDownload through avaya.comBased on Eclipse FrameworkIntegration with development tools of other vendors.Orchestration Designer can be used to develop AACC work flows, as well as to develop applications for the Experience Portal and all other Avaya Automated care solutions, such as Voice Portal, MPS and Interactive Response.Orchestration Designer, along with Interactive Response, is included at no cost with Experience Portal and Avaya Aura Contact Center and is also available as a free download from avaya.comBased on the widely accepted Eclipse development framework, an open source forum, Orchestration Designer provides a vendor-neutral platform and application framework for software development.
29 Create your own integration with Pluggable Data Connectors Create Experience Portal connectorsReusable, lower cost of application developmentSimplifies integration in many cases such as:Packaging complex web servicesIntegration for systems without web servicesThird party connectorsDevelopers can license their PDCsSupportsItems on Data node palette for data connectors.Custom variable types; items on Variable Editor paletteRuntime framework integrationMQInterfaceMQConnectorThese PDCs can be created by developers, for their own use, but also as a licensed product they make available for other application developers.A PDC can provide programming elements in palettes within the graphical developer interface. This way developers can use these elements through drag and drop. PDC specific variables are also accessible through the GUI on the Variable Editor palette.Connector examples:To other Avaya products (Interaction Center, CTI, Proactive Contact, Avaya IQ)Connectors to "other" CTI or ACD systems. (i.e. Genesys, Cisco, etc).3rd party backend services (MQ, 3270, SMS, Fax, , etc.)Web Service and Database nodesBuild complete applications on PDC base leveraging VP/EP capabilitiesProactive Outreach Manager, Intelligent Customer Routing
30 Product Strategy and Roadmap Next Generation PlatformExpansionsAssisted Experience ManagementPerformance ManagementAutomated Experience ManagementContact Center SuiteAvaya Aura WFOAvaya Aura PerformanceCenterWorkflow AnalyticsAvaya Proactive OutreachManagerProactive Virtual AgentsAvaya Aura Experience PortalExtended Agent DesktopAvaya Social Media ManagerAvaya Orchestration DesignerVideo-Enabled Mobile Contact: Agents, Supervisors, and CustomersContent for 2012+:Workflow Analytics: Refers to the measurements and metrics collected from our workflow-driven environment; we will be able to leverage the data to not only make adjustments to agent behavior in real or near-real time, but my linking to other business process, our level of insight will increase significantly, and thus, our enterprise-wide valueExtended Agent Desktop: The agent desktop must be optimized for collaboration with customers, other agents, supervisors, experts, etc.; this item refers to the emergence of a Flare personality for the agent user experience; it will incorporate the Customer Connect (a.k.a. ThinCall) capabilities developed by the EP&T team, as well as Flare principles, into the agent experience; we will also develop role-based agent desktop extensions; for example, an agent desktop developed for a subject matter expert that leverages a mobile device (smartphone or tablet) to participate in the contact management environmentVideo-enabled Mobile Contact: Refers to the incorporation of video into the contact management process with an initial optimization for the mobile environment given the expectation of millions of enabled devices; the treatment of video will vary depending on the role (agent, supervisor, or customer)Vertical Workflow Templates: Development of industry-specific workflows that could be easily customized and activated within an Avaya-enabled environment (e.g. health care – drug interaction alerts, pandemic alerts; financial services – collections, new offer campaign, new offer test campaign)Proactive Virtual Agents: Combination of our proactive outreach, workflow, and social media management capabilities; development of virtual agents capable of listening, filtering, and proactively taking action on target events (e.g. automated conversation-like tweets, chats, etc.); these types of agent experiences remain primarily reactive, and require human intervention; we are arguing that the capabilities can extend to the proactive realm; Gartner recently predicted that in 24 months 20% of the Facebook population will be non-human (e.g. you will friend your bank’s customer service department)Complete Hosted-Enabled Delivery Option: Self-explanatory; refers to the fact that in 2011 we plan to only offer some of the components as cloud services through partners; in 2012+, we will include the entire portfolioAvaya CC Control ManagerAvaya Aura Contact Center with Enterprise Work AssignmentComplete Hosted-Enabled Delivery OptionAvaya Aura Contact CenterDelivered20112012+
31 Innovation and Investment Protection ApplicationsDesign ToolsHardware & OSNetworkMedia Processing ServerVoiceXML MPS DeveloperDialog DesignerMPS DeveloperSCESUN H/W Solaris OSAnalog, TDMVoice PortalVoiceXMLCCXMLDialog Designer Dynamic VoiceXML and CCXML AppsIndustry standard X86Open Linux OSIP, SIPExperience PortalOrchestration DesignerDynamic VoiceXML and CCXML AppsIndustry standard X86 Open Linux OSPreserve Application Investment, Migrate with Full FunctionalityAvaya Customers (IR and Voice Portal)Experience Portal, Voice Portal & IR share common VoiceXML/MRCP resourcesApplications written in Dialog Designer and Orchestration Designer run on either platform without modificationNES Customers (MPS and ICP)VoiceXML applications written in MPS Developer or Orchestration Designer supported within Experience PortalMPS Developer applications can continue to run on MPS. Migrate to Orchestration Designer/VXML and Experience Portal over time.RecommendationsBuild all new applications in VoiceXML/CCXMLDialog Designer offers built in integration for CTI, Proactive Contact, etc. reducing time / cost to develop applicationsEvaluate legacy (TAS or Peri) applications to find potential candidates to enhance with new platform capabilitiesAvaya Customers (IR and Voice Portal)Experience Portal & IR share VoiceXML /MRCP resourcesOrchestration Designer Applications run on either platformIR license transferrable to AVP license at no added costVoiceXML apps written in SCE EP/VPWith minimal modificationPeri apps run on MPSMPS/ICP licenses can be migrated to AAEP licensesICP license offered at no cost until Aug 2012Build all new applications in VoiceXML /CCXMLEvaluate legacy (TAS or Peri)Keys to Our ApproachPortable, reusable VoiceXML applicationsCommon technologies and componentsCommon application creation environmentPlatform upgrade entitlements31
32 Ensuring Value Delivery & Success Avaya Professional ServicesBusiness Communications Advisory ServicesTechnical Advisory ServicesSelf-Funded RoadmapIdentify and qualify business improvement strategiesIdentify requirements through structured discovery & reviewUnite business needs and technical capabilitiesAlign with key stakeholdersIncludes architecture design reviews, network migration analysis, and moreRecommendation on design, approach and solutions that deliver best-in-class capabilitiesPrioritizes roadmap which delivers savings to help fund future investmentsAssess and prioritize business needsDiscover and quantify cost savings opportunitiesImplement and measure32
33 Avaya Professional Services - Self Service 200+ Consultants GloballySolution Architects, Speech Consultants>100 Lead Developers and DevelopersQuality & Testing resourcesCustom Application Support ConsultantsTechnical Project ManagementPre SalesDiscoverySOW SupportScopingPricingClient MeetingsDelivery ArchitectureConsultingDesign and ArchitectureTechnical AssessmentsSpeechEngineeringVUI DesignGrammar DevelopmentUsability TestingTuningVoice Talent CoachingImplementationAdvanced Technical IntegrationProvisioningDevelopmentUnit TestingIntegration TestingCustom Application SupportSoftware & Custom ApplicationsQuality AssuranceThe APS Global Self Service Team consists of more than 200 experienced Consultants worldwide, including Solution Architects, Speech Consultants, Developers, Quality and Testing resources, as well as Custom Application Support Consultants. In addition, APS provides with a large number of experienced Project and Program Managers worldwide.Some of the key areas where the APS Global Self Service Team has proven expertise are:Strong vertical expertise: deployed applications for Financial Services, Insurance and Real Estate, Health and Human Services, Hospitality, Public Sector, Retail, Transportation and Public Utilities, and many others.Customer seamless integration of Self with Assisted Service Applications.Multichannel integrations, including voice, , SMS (Short Message System), video and web chat.Integration into different Customer’s backend systems, including various databases, web-services, sockets based and terminal emulation, etc.Applied experience with industry standards (VoiceXML, SRGS, SISR, etc), speech recognition (including various ASR/TTS and Speaker Verification vendors), linguistics and multi-language environments, and various human factors.Outbound Automation (including various Applications using Avaya Proactive Outreach Manager and Proactive Contact).Intelligent Customer Routing (ICR) customizations.End to End Solution TestingLoad/Stress TestingPerformance Monitoring
34 Why Avaya? Why Experience Portal? Improve customer satisfactionUnified inbound/outbound self servicePhone, video, text, automationReduce your costsExpanding self-service option lowers costEliminate infrastructure complexitySimplify service designOpen standards, shared componentsReduce expense, accelerate time to marketMaximize your investmentsOpen standards platformLicense and application portabilityMigration and upgrade incentivesExperience Portal and Orchestration Designer address client business needs in a number of ways.First, they address the need to reduce service costs through the introduction or expansion of self-service options.Next, they improve customer satisfaction. Experience Portal’s inbound and outbound self-service allows customers to get simple requests taken care of quickly, and it frees up contact-center agents to handle more complex issues. Phone, video, text, and automation lets clients differentiate their business by providing a superior customer experience.Clients also need to maximize investments. Experience Portal uses open standards to preserve, protect, and extend use of existing platform and application investments.Finally, Experience Portal provides a simplified application design, which, through its open standards and common components, reduces the time and expense of application design, validation, and deployment. Web Service wizards help employees integrate databases, build workflows, synthesize speech, record phrases and prompts, and more.Why Experience Portal?“ALL in One” platform – inbound and outbound, any media and mode, enterprise and contact center routing, notification and alertsHighly scalable, easy to setup and manageIndustry unique high availability architectureEnterprise wide license reallocationComprehensive, centralized reporting and alarmingOut-of-the box no added cost operational reportsFully featured development tool at no added chargeSoftware and application investments protected
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