Presentation is loading. Please wait.

Presentation is loading. Please wait.

Market Trends and Dynamics

Similar presentations

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 Fast Adoption of web, mobility, social media Social networking eclipses in global reach New Customers Are Different Expect instantaneous service, instant gratification Far-reaching impact of individual experiences The 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 web 93% believe a company should have a presence in social media 85% say they should not just be present but also interact 56% report a stronger connection when they do interact These 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 Experience Change creates opportunity for distinctive service Avaya provides solutions to manage the experience

3 Consumers Driving Massive Change
Customer Satisfaction Risks are Increasing Demographics are Changing Interactions are Changing Demographics 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 segment Social networking and viral information sharing beyond the contact center Instantaneous (proactive) care and instant gratification High touch personalized experience through new channels Empowerment (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 gap NEW interaction channels are emerging and expanding beyond contact center Expectation of end users To reach business how and when they want to (including SMS and Social Media) Consistent experience across channels Customer care organization challenges Increasing customer satisfaction of lower cost channels Staffing and managing new channels appropriately Customer Satisfaction Risks are Increasing: 92% of consumers form an opinion about a company’s image through their interaction with the Contact Center NEW level of CSAT expectation requires real time insight and action Knowing customers choice of how to be served and managing the experience Understand the “whys” causing poor customer satisfaction and dynamically adapt in real time Futureproof operations & infrastructure for flexibility to easily evolve with customer expectations The VALUE of Any Interaction Is Defined By Its CONTEXT Sources: PricewaterhouseCoopers LLP and Retail Forward, Owned by Kantar Retail; Webtorials Editorial/Analyst Division; and Yankee Group, 2009, McKinsey 3

4 Addressing Your Business Requirements
Business Operations End Customer 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 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 Personalized, consistent cross-channel experience Seamless handoff between assisted and automated service Single view of customer Consistent experience for inbound and outbound interactions © 2009 Avaya Inc. All rights reserved. 4

5 How Avaya Can Help Key Needs Avaya Solution Advantages
Improve Customer Satisfaction and Customer Loyalty Deliver dynamic, personalized wait treatment in queue Unify customer experience across inbound/outbound Conduct proactive outreach across phone, , text Handoff data with call to agent for best caller experience Reduce Costs and Lower Total Cost of Ownership 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 Leverage Your Existing Investments 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 Customer 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 applications A reduction in transaction costs To lower operating costs and TCO To speech-enable web applications To unify call control and support of multiple languages An open, standards-based architecture End Customer Personalized, consistent cross-channel experience Consistent experience for inbound and outbound interactions Seamless handoff between assisted and automated service More meaningful, relevant communications & services IT Flexible services based architecture Runs on standard Linux OS and commodity HW Open standards (SIP, CCXML, VXML, Web services) lower integration & customization cost Multi-purpose platform supports multi-channel inbound/outbound Less complex, from Common management Administration streamlining Application delivery Platform management Business Operations Increased first contact resolution through additional channels Consistency across applications and agents Lowers cost to serve by context based interactions Higher containment rate within self service Potentially shorter handle times within assisted calls 5 5

6 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 What else sets Avaya apart from its competitors? Let’s look at Market Penetration Avaya 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 worldwide Voice Portal customers can be found in virtually all industries & segments The 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 Quadrant One of industry’s original solution providers Globally available in over 60+ countries 40,000+ systems installed since 1985 First to offer speech recognition – early 1990’s Nuance Partner of the Year 2009 & 10 VoiceXML Expertise Originally a mid-1990’s Bell Labs research project called Phone Markup Language Presently active member of VoiceXML Forum & Browser Certification initiative Some 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 Cost 10% 30% Fewer calls routed to agents despite 11% increase in traffic Faster time to market by via reduced provisioning time 30% 5X 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 7 7

8 Avaya Contact Center Vision Personalized Experience Management
BUSINESS INTELLIGENCE PERFORMANCE MANAGEMENT SERVICE ORCHESTRATION Assisted Voice Services Assisted Multimedia Services Web Services Fixed, Mobile, Social ENTERPRISE WORK ASSIGNMENT Automated Voice Services Inbound & Outbound Automated Multimedia Services Inbound & Outbound Business Processes & Applications At a macro level, service delivery today is characterized by a series of disconnected experiences Avaya has primarily played in both assisted and automated voice services In 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 management Beyond 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 2011 The 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 Designer Customers 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’ investments The 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 market 2010 Avaya Inc. All rights reserved.

9 The Avaya Aura® Contact Center Suite Delivering Personalized Experience Management
IVR Web Chat Automated Experience Management MMS SMS Video XML Voice Agent Environment Performance Management Assisted Experience Management End to End Services Reporting Analytics WFO Avaya Agile Communication Environment (ACE) or CS1000 9

10 Orchestrating a Superior Customer Experience
2nd Chance Self Service Enterprise Call Routing Call Back Assist Revenue in Queue “Ad Space” Proactive Outreach Joe Consumer Customer Connections Mobile (iPhone/Android) Agent Joy Packaged Applications Advanced Wait Treatment Video Kiosk and Video Self Service Speech Enabled Enterprise Skills Selection Service Target KPI’s Productivity Effectiveness Behaviors Quality Customer Sat. Agent Sat. Cost Revenue Experience Portal Self-Service A Set of Services as Building Blocks to Differentiate the Customer Experience © 2009 Avaya Inc. All rights reserved. © 2009 Avaya Inc. All rights reserved. © 2009 Avaya Inc. All rights reserved. © 2009 Avaya Inc. All rights reserved. 10 10

11 Automated Voice and Multimedia Services
Experience Portal SIP POM ICR Outbound Voice Text E Mail Customer Applications Event Notification Payment Reminder Inbound Customer Voice Product Promotion Contact Center (as needed) Subscription Renewals Product Support Experience 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 campaigns Create “opt-in” campaigns to promote new products and services, upgrade eligibility Create personalized self service options and advertizing for customers waiting in the queue. Improve Customer Satisfaction by proactively satisfying anticipated customer needs Personalize messages and make contact based on customer communication preferences. Corporate Directory Ordering and Payments Orchestrate phone, , SMS text outbound and phone and video inbound interactions – all from one platform 11 11

12 Introducing Avaya Aura® Experience Portal
What is It? Software platform for orchestration of automated voice and multimedia services Customers 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 Speech E Mail Text Video Social Aura® Experience Portal 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 A 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 Portal Includes Intelligent Customer Routing option for added service optimization and cost savings Avaya Aura® Contact Center integration for intelligent agent selection Let’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 Routing Integrates with Avaya Aura®, Aura® Contact Center, ACCE, Interaction Center, Proactive Contact, IQ Application level reporting provides configurable alerting for both business and technical users Runs open standards based applications leveraging SIP, CCXML, VXML, Web Services Supported by one of the largest development ecosystems in the industry Single sign-on within Avaya System Manager, ACCCM Agent Assist Expert Assist Self-Service Contextual Collaborative Unified Experience Orchestration 12 2010 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 Benefits Key Feature Key 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 In 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 applications Why does it Matter? Accelerates application design and time to market, lowers development costs, and improves your response to what customers want What’s 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 3rd party tools It’s FREE! Ships at no cost with many of our platforms or downloadable from DevConnect Orchestration 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 Platforms Orchestration 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 applications Supports Loquendo and Nuance speech technologies Integrates to virtually any speech platform through open standards 2010 Avaya Inc. All rights reserved.

15 What’s New Aura® Orchestration Designer 6 Key Features and Benefits
Key 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 2010 Avaya Inc. All rights reserved.

16 Experience Portal Architecture
Campaign and Customer Data Intelligent Customer Routing Media servers Experience Portal Manager Server E Mail SMSC Text Voice PSTN Campaign Management SMS Gateway Media servers Proactive Outreach Manager Experience Portal Media servers VoiceXML Interpretation Call Classification Telephony Admin/Configuration Licensing Reporting Database Components Media servers Multimedia processing VoiceXML session manager and video service Experience Portal Manager Up to 5,000 concurrent sessions on up to 30 MPP servers per system Cluster multiple systems for larger deployments and manage centrally Web Application Server host Separate or customer-provided VoiceXML and CCXML scripts to MPP servers Experience Portal Live Agent (only as needed) Application Server (existing or new) Orchestration Designer Apps VoiceXML Apps CTI Apps Orchestration Designer

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 Four Functional Areas Addressed by VPMS User Management System Maintenance System Configuration Reporting On-demand Reports based on Call Detail Records Session Detail Records Application Detail Records Performance Custom Report creation Report Scheduling & Delivery Automatic running and delivery of reports via , RSS Feed and/or SNMP Database open and schema published for: Access for custom reporting Integration with Operational Analyst

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

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

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

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

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 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 Proactive Outreach Manager simplifies creation, execution, and management of outbound self service campaigns helping businesses reduce costs, capture more revenue, and improve customer satisfaction Reduce costs Create reminder and alerts campaigns to communicate delays, status changes, reduce missed appointments with high value staff Lower costs by serving customers more effectively through lower cost channels where preferred and possible Reduce and shape inbound call center traffic by anticipating customer inquiries and taking preemptive action Utilizes Avaya Voice Portal as a common platform for outbound campaign management and administration and inbound self service Increase revenues Create and execute customized cross-sell / up-sell campaigns to generate new revenue. Throttle proactive outreach sales campaigns to “fill” anticipated inbound volume dips Improve customer satisfaction Serve customers better through lower cost channels not thought possible with live agent outbound dialing Make contact based on customer’s channel preferences Proactively satisfy customer service needs Conduct customer satisfaction surveys Reduce risks, costs, improve responsiveness Improve 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 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 Doesn’t 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 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 Solution Description Allows customers to determine interaction with call center Proven method to level traffic without adding agents Time tested applications and interfaces Leverages CMS reporting to make operational decisions Example – Details applicable to any scenario or vertical Customer needs or wants to speak to an agent Customer is offered a call back option Customer selects when to be contacted at their convenience Solution determines appropriate agent based on business rules Makes call automatically without agent intervention Customer Value Completely integrated with Avaya’s Contact Center Platforms Levels traffic by moving calls into the valleys of agent productive time to meet SLA’s, at all times, without adding staff Reduces overall wait times and related toll charges Provide for a better caller / customer experience - Empowers the customer Installs easily in only a few weeks with accelerated ROI based on volume 24

25 Video Kiosk and Mobile Video Self Service
“Across the Counter” Customer Service with Customer Connections Video Align to meet business objectives Extend service at the branch and the home Video self-help, wait-treatment, 2-way collaboration Customer Initiates Query Self Service This example of a financial branch shows multiple ways to do self service, through a kiosk or web connection Consumers can receive video self-help, wait treatment, and 2-way collaboration Service can be escalated to a video agent with two way video through contact centers Agents can share video, documents and web pages to aid the conversation and support 2-Way Conference Video Agent shares: Video Documents Web Pages

26 Application Development

27 Avaya Aura® Orchestration Designer 6.0
Eclipse Avaya Aura® Orchestration Designer AACC Scripting AAEP Self Service Call Flow Prompt Contact Router Data Cards Connectors Grammar Navigator Outline Problems Simulation

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 Based on Eclipse Framework Integration 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 Based 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 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 MQ Interface MQ Connector These 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 nodes Build complete applications on PDC base leveraging VP/EP capabilities Proactive Outreach Manager, Intelligent Customer Routing

30 Product Strategy and Roadmap
Next Generation Platform Expansions Assisted Experience Management Performance Management Automated Experience Management Contact Center Suite Avaya Aura WFO Avaya Aura Performance Center Workflow Analytics Avaya Proactive Outreach Manager Proactive Virtual Agents Avaya Aura Experience Portal Extended Agent Desktop Avaya Social Media Manager Avaya Orchestration Designer Video-Enabled Mobile Contact: Agents, Supervisors, and Customers Content 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 value Extended 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 environment Video-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 portfolio Avaya CC Control Manager Avaya Aura Contact Center with Enterprise Work Assignment Complete Hosted-Enabled Delivery Option Avaya Aura Contact Center Delivered 2011 2012+

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 Orchestration Designer Dynamic VoiceXML and CCXML Apps Industry standard X86 Open Linux OS Preserve Application Investment, Migrate with Full Functionality Avaya Customers (IR and Voice Portal) Experience Portal, Voice Portal & IR share common VoiceXML/MRCP resources Applications written in Dialog Designer and Orchestration Designer run on either platform without modification NES Customers (MPS and ICP) VoiceXML applications written in MPS Developer or Orchestration Designer supported within Experience Portal MPS Developer applications can continue to run on MPS. Migrate to Orchestration Designer/VXML and Experience Portal over time. Recommendations Build all new applications in VoiceXML/CCXML Dialog Designer offers built in integration for CTI, Proactive Contact, etc. reducing time / cost to develop applications Evaluate legacy (TAS or Peri) applications to find potential candidates to enhance with new platform capabilities Avaya Customers (IR and Voice Portal) Experience Portal & IR share VoiceXML /MRCP resources Orchestration Designer Applications run on either platform IR license transferrable to AVP license at no added cost VoiceXML apps written in SCE EP/VP With minimal modification Peri apps run on MPS MPS/ICP licenses can be migrated to AAEP licenses ICP license offered at no cost until Aug 2012 Build all new applications in VoiceXML /CCXML Evaluate legacy (TAS or Peri) Keys to Our Approach Portable, reusable VoiceXML applications Common technologies and components Common application creation environment Platform upgrade entitlements 31

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

33 Avaya Professional Services - Self Service
200+ Consultants Globally Solution Architects, Speech Consultants >100 Lead Developers and Developers Quality & Testing resources Custom Application Support Consultants Technical Project Management Pre Sales Discovery SOW Support Scoping Pricing Client Meetings 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 Quality Assurance The 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 Testing Load/Stress Testing Performance Monitoring

34 Why Avaya? Why Experience Portal?
Improve customer satisfaction Unified inbound/outbound self service Phone, video, text, 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 Experience 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 alerts Highly scalable, easy to setup and manage Industry unique high availability architecture Enterprise wide license reallocation Comprehensive, centralized reporting and alarming Out-of-the box no added cost operational reports Fully featured development tool at no added charge Software and application investments protected


36 Avaya Aura Experience Portal Media Server Roadmap
Experience Portal Manager AMS Nortel VXML Interpreter MPP Avaya Voice Browser Common Voice Browser Experience Portal Manager Common Voice Browser AMS Experience Portal Manager AMS Nortel VXML Interpreter MPP Avaya Voice Browser AACC Basic Ports AMS Avaya Voice Browser MPP OR AAEP 6.0 (Phase 1) Common Administration & Management & Tooling AAEP 7.0 (Phase 2) Common Voice Browsers AAEP 8.0 (Phase 3) Full Media Server Convergence 2011 2012 2013 2010 Avaya Inc. All rights reserved.

Download ppt "Market Trends and Dynamics"

Similar presentations

Ads by Google