4 $4B+ Product Market with $5B+ related Professional Services Avaya’s LeadershipWorldwide Contact CenterMarket Share (ACD Agents)Gartner Magic Quadrant Leader for Contact Center, IVR and Unified CommunicationsNumber One Contact Center supplier in all territoriesMany millions of agent positions worldwide handling multi-million calls every dayMore than 90,000+ Contact Centers in over 100 countriesAvaya + Nortel47%Nortel Enterprise12%Avaya35%Others20%Note that next largest compeititor has less than 1/3 of our market shareAspect4%Genesys15%Cisco14%Source: Gartner Group, Calendar 2008$4B+ Product Market with $5B+ related Professional Services
5 Contact Center Infrastructure, WW Gartner Magic Quadrant for Contact Center Infrastructure – Worldwide (2009)Magic Quadrant forContact Center Infrastructure, WWDrew Kraus, Steve Blood, Geoff JohnsonFebruary, 2010Full report is available atThe Magic Quadrant is copyrighted by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendor’s measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. This Magic Quadrant graphic was published by Gartner, Inc. as part of a larger research note and should be evaluated in the context of the entire report.The Gartner report is available upon request from Avaya.
6 The Top Customer Service Leaders Choose Avaya The 2010 BusinessWeek ‘Customer Service Champions’ that chose Avaya*9 of the top 10* partial list shown
7 Market-Tested Differentiation Mier Consulting Test Results – July 2010 Comparison of Multimedia Capabilities for CC MidsizeMultimedia FeatureAvayaCiscoI3Single Fully Blended Queue53Multiple Contact Handling24Context Sensitive Prompts and Auto-SuggestDisplay Context Driven Buddy Lists of Experts & Other AgentsKnowledge base for searching responsesWeb Based System Wide Administration and Supervision ToolDB lookup or Web service support within the graphical SCEWeb services supportScalability of solution across media types"Avaya Aura® Contact Center 6.0 raises the bar in the integration of multiple channels. It offers one of the most effective agent interfaces we have seen in recent years for cleanly blending a mix of voice calls and text-based contacts.” – Ed Mier
8 Market Dynamics are Changing! The Vision and Strategy
11 Fact: Demographics Are Changing Major Customers’ Demographics are Changingwith Different Customer Satisfaction Expectations78MBaby Boomers25% of population = Generation YNEW 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)Baby Boomers: born from 1946 to early 1960s;Gen X: born from 1960s to 1970s;Gen Y: born from 1980s to 1990s28% own a blog44% read a blog50m tweets per day55MGeneration X80MGeneration YSources:PricewaterhouseCoopers LLP and Retail Forward, Owned by Kantar RetailBaby Boomers: born from 1946 to early 1960s; Gen X: born from 1960s to 1970s; Gen Y: born from 1980s to 1990s1111
12 Fact: Interactions Are Changing No Single Interaction Channel: Need to be Proficient in all ChannelsPercent of RespondentsVoice (agent)FaxVoice (self)WebSMSChatVideoSocial MediaIM20102012Source: Webtorials Editorial/Analyst Division1212
13 56%of consumers report a stronger connection when they interact with companies on the social web56% report a much stronger connection to the brand.Because you hear me, you’ve listened to me, you’ve engaged with me and you’ve shared something with me, I now feel better about your brand and more connected to your brand.Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
14 92% 85% 73% Fact: Customer Satisfaction Risks are Increasing Risks are Increasing of Not Providing Expected Customer Experience92%85%73%of consumers form an opinion about a company’s image through their interaction with the Contact Centerof Millennials[Gen X and Y] will leave after one bad experiencewill tell others about their poor experiencesNEW level of CSAT expectation requires real time insight and actionCustomer care organization challengesBad customer experiences spread like wildfire through the web – need to be able to monitor social web and actKnowing customers choice of how to be served and managing the experienceUnderstand the “whys” causing poor customer satisfaction and dynamically adapt in real timeFuture proof operations & infrastructure for flexibility to easily evolve with customer expectationsThis is a good place to verbalizeSocial media – and the viralness of thatPut in notes that it could go in facebook soIt is not a one to one complaint but a oneTo many compalintSource: Benchmark Research, Webtorials Editorial/Analyst Division, Convergsys1414
15 Fact: Technology Evolution Is A Must for Growth Lost Data and Lost Context Equals Poor Customer SatisfactionData100%0%-25%Approx half of respondents say up to 25% of data is lost with agent transfers-25%75%Lost Data and Lost Context Equals Poor Customer SatisfactionTraditional Tech is a barrier to growthThe average agent to agent transfer data loss is 25%.Which impacts agent productivity and customer satisfactionAnd loss of data has a multiplying affect with each transferDo you know what % of data do you lose during a transfer, do you even know how to measure it in you contact center?Opportunuty to leverage technology to mitigate loss.For each additional transfer you lose an additional 25% the 25% is taken from the previous 25% number56%Source: Webtorials Editorial/Analyst Division
17 Fact: Technology Is A Driver Of Labor Efficiency Technology Enables Labor Efficiency: One Point of First Contact Resolution Improvement Could Drive $1.6B in Labor SavingsAt 65% of total, labor is the bulk of total contact center operating expenseTelecomAt $5.6B, Contact Center Technology Products Are ~2.2% of Total SpendComputingEvery One Point of First Contact Resolution Improvement Could Drive $1.6B in Labor SavingsLabor is by far the largest contact center expenseAlthough technology is a smaller expense it is a key leverage point to address labor costA specific example is only a 1 percentage point improvement in first contact resolution, enabled by technology, could create 1.6B in labor savings for the industryIts worthwhile time to understand how technology can better serve you to increase your competitiveness ?$160BHRRent/FacilitiesOtherSource: Global Purdue Benchmarking Report for the Telecommunications Industry
22 Optimizing for Experience Management Experience Management Defines a New Model for Customer Engagement Where the Customer and Their Context Is at the CenterConsumerTransactions Optimized forAgentSessions Optimized forSPEEDToday, we have over rotated on statistics to the point that we micro manage agents, hence, we are getting to the law of diminishing returns on voice only channels today and not realizing the moral jeopardy we have inadvertently createdThe agent focuses on time reduction and the fact that a customer call into a call center does not hit the SAME agent again is interesting – If you could do this then it would truly change the behavior of the agents to be truly customer oriented. You would learn a lot about the quality of your Contact Center.Customer service is rapidly transforming, driven by consumer demographics & expectationsCustomer satisfaction risks are increasing with greater consequencesThe Key to Growth—differentiate through optimizing end to end experience management across all channelsEXPERIENCE22
23 Evolution to CONTEXT based Enterprise Wide Experience Management Standalone Voice basedCall CentersDistributed Multichannel Contact CentersCONTEXT based Experience ManagementStand Alone voice based Contact center - Customer Service Industry has been historically optimized for single transactions and agent speedTraditionalprocessing transactions that are treated individuallyagents are rewarded individually based on speedGet customer off the phone as quickly as possibleShaving seconds off a callExampleagent addresses some of the customer questions doesn’t solve the problem and refers the customer to another department (rewarded for quick call)Transactional metrics include:Wait in queueAverage handle timeFirst call (or contact) resolutionThe traditional approach starts to run into issues when more than one agent (or organization) needs to help support the consumeror consumers engage a brand multiple times through different channels at different timesThe consumer is expecting for the business to “know them”2nd agent doesn’t have the context from the first transaction and is required to repeat questions impacting customer satisfactionbut customer service organizations routinely do NOT have the “full context” of the consumer or their past interactions.NOT aware of interactions in last 10 minutesThere is a significant context disconnect across channels – Self service, voice, , chat, etc.Agent is still measured by speedThe end result? A frustrated customer and reduced efficiencyImpact on Agent Productivitymultiple agents handling multiple siloed interactions, just to solve a single problem/issueLow First Contact ResolutionTransfers and call backs affect first contact resolutionPoor Customer Satisfactionnot satisfied by spending more time than necessary on something that should have been handled on the first contactI didn’t mention that Millennial’s are also impatientCONTEXT BASED EXPERIENCE MANAGEMENT IS - The ability to streamline information, processes and communications to provide a consistent and high value end-customer engagement.Anticipate: by leveraging real time persistent context for proactive engagementAutomate: via communications enabled business systems for effective voice and web self service transactionsAccelerate: through optimizing agent, expert, self-service interactions across channels for efficient operationsContext exists of all sessions over time. knows what just happened in last 10 minutes. And pulls in publicly available social media profile information.Context is leveraged to make more intelligent work assignment to match consumer to agent.Context is available to agent in real time and operation adapts in real time as it learns on the flyContext is available to a subject matter expert (outside contact center) who is brought in to helpContext builds over time and is stored for next time customer contacts business to help upsell/cross sellWhat‘s the benefit of context ?Improved customer satisfaction (retention/loyalty)Incremental revenue (up-sell/cross-sell)Improved Agent Productivity and Reduced CostsIts an opportunity - to differentiate beyond costWe saw that customer service environments are rapidly changing due to demographics.The opportunity/KEY to address the trends and challenges is to focus on end-to-end Experience ManagementThis next phase, evolution that is already underway, is experience management differentiated by contextImagine the possibilitiesNot about processing transactionsit’s about leveraging context driven multimedia collaborationWhat you get is a session - a continuation of an engagementevolution from transactions (consumer and data are pushed along a process) to collaboration sessions (anchored model)Experts are conferenced (pulled) into the collaboration in any media when needed to address customer needsThis could be an expert, or IVR, pushed a video and come back to the SAME agent if you wishConsumers can interact with a corporate brand (customer service organization) with any media/channel they wantMeasure and care for level of voice – NOT as an adjunctThe value of any interaction is always defined by its contextImmense amount of knowledge about the customer for a company to tap into - information in databases and customer profiles (social media)Knowing how EACH customer wants to interact, past transactions, and current intent - all can be used to effectively engage and satisfy the end customerIf you understand context, you can enable and deliver a differentiated and personalized engagementThe “context” is collected, built, and stored in a knowledge database to aid current session and future sessionsValue of any interaction is defined by its context2010 Avaya Inc. All rights reserved.23
24 Avaya Contact Center Strategy Experience Management End to End Experience ManagementManagement of end to end experiences for customers, employees, partners, suppliersImmerse the Agent in the ExperienceManage, Learn, ApplyBring Full Context to Every SessionOrchestratethe ExperienceConnect & Open the EnterpriseApplication IntegrationConsulting, Integration & Support ServicesOrchestrating assisted or automated multimedia contextual collaboration sessionsAs companies and organizations plan their evolution to address their changing environment, we believe that relentless focus on Experience Management enabled by the integration of communications, information, and processes is the key to transformation.Experience management requires focus on six (6) core components:Connected/Open Enterprise: Easily and cost effectively integrate communications, information, and processes inside the contact center and across the entire enterpriseApplication Integration: Integration of real time communications with enterprise applications, information, and processesOrchestrated Experience: Proactively manage all interactions across all media and modes including agent assisted or automated including warm handoffsPersistent Context in Every Session: Collect, grow, and leverage information about the end customer and their environment to improve the quality of every interactionImmerse Agent in the Experience: Unified and contextual desktop to enable agents and experts outside the contact center with real-time information to address customer needsManage, Learn, Apply: Closed loop process for leveraging historic and real time insights to manage operations and continuously adaptPlus Consulting, Integration, Support + Hosting Services (Hosted Contact Person: Camel, Robert C (Bob)Differentiation based on real time context in every session24
25 Avaya Differentiation Are You Experiencing Low First Contact Resolution?Are You Matching The Customers To The Right Resource?CompetitorsAvaya“Work assignment” is a unique (and #1 differentiator) method of expanding customer service into the enterprise work flow that will provide benefits for customer. Genesys builds similar offerings but relies on dated routing software and requires significant professional services. Avaya’s makes it easy to build reliable and well integration workflows pulling enterprise applications into customer serviceWork AssignmentContact Routing
26 Contact Routing to Work Assignment Incremental steps not enough anymoreANIDNISACDSkills RoutingOther SkillsLanguageANIDNISCompetitorsMatch to CC KPIOther SkillsLanguageANIDNISBusiness AdvocateAvaya has developed world class capabilities in intelligent call routing. Avaya is transforming ACD based routing to an open software based work assignment model that leverages skills based routing and business advocate capabilities but integrates additional data sources such as real-time end customer intent and value.A few key benefits of the work assignment model include:improved match rates of multimedia contacts to right resourcessignificantly improved processing speedsability to leverage work assignment beyond the contact centerContact Routing limitations: Best Practices and Benchmarking for Skills and Scheduling optimization has hit the physical and mathematical limits of Erlang CWork Assignment benefits:Shift to Business optimizationBusiness Goals instead of Time ConstraintsPooling instead of Queue ListsEnables Avaya and Customer InnovationExtremely High Performance and Scale1-Day Cycle to implement new strategyAssess multiple variablesSmart decisions to match work with best resourceFaster processing of data to improve speed of matching contact to resourceSelf correcting to improve efficiency and effectivenessLeverage experts across the enterpriseExpert PresenceCustomer IntentCustomer HistoryMatch to CC KPIOther SkillsLanguageANIDNISUnique model sets Avaya as innovator in the spaceWork AssignmentAvaya2626
27 Avaya Differentiation Are You Limited by Scale?Are You Having Trouble Getting a 360° View of Your Customers?CompetitorsAvayaEverybody is talking about “collaboration sessions model” - Genesys, Cisco. However the key differentiator for Avaya Collaboration “Anchor” model . This is a key architectural advantage that should result in fewer dropped calls from routing hand off and the ability to maintain context information on the client throughout the session.Collaboration Sessions Model (Anchor Media)IsolatedInteractions
28 ? End to End Customer Experience Poor Customer Satisfaction RecordingHost Data ExchangeCustomer Specific Data Reporting InsightsExpert AssistPersistent Interaction ContextSIP Collaboration SessionIntra-Session ContextCustomerRouted to AgentTraditional Routing ModelDataSelf-ServiceCTISo let’s review shall we?BADGOOD
29 Avaya Differentiation Are You Integrating Business Process for Service Delivery?Are the Processes Communications Enabled?CompetitorsAvayaWhile Genesys is also “Integrating Customer Care into Enterprise Processes” Avaya has the ability to do this much more cost effectively and with a more robust and reliable platform. Cisco and other competitors are not doing much in this space.Integrating Customer Care into Enterprise ProcessesDisjointed Enterprise Processes
31 Avaya Differentiation Are You Delivering Enterprise Wide, Cradle to Grave Consistent Service?Can You Provide Preemptive Customer Service?CompetitorsAvayaWhile other vendors offer Web services, Avaya’s leadership in delivering these simple and open interfaces allows customers to build powerful solutions that cost effectively “Orchestrate The Experience”Orchestrate the ExperienceReact instead of Prevent
32 Experience Management Orchestrate The Experience (React vs. Prevent) Proactively Managing Multimedia Inbound and Outbound for both Automated and Assisted CareOutboundVoiceTextE MailCustomerInboundVoice PortalProactive OutreachSIPSelf ServiceLive Agent(as needed)Welcome AboardPayment ReminderProduct PromotionSubscription RenewalsProduct SupportCorporate DirectoryOrdering and PaymentsApplicationsCallbackOrchestrated Experience Management is about unifying inbound self service and outbound customer care to anticipate end customer needs and take action through lower cost channels.Reduce Costs by sending interactive alerts, status changes, appointment reminder messagesReduce labor costs by proactively serving customers through lower cost channelsReduce inbound call traffic and throttle outreach to “fill” inbound volume dipsIncrease 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 preferences3232
33 Avaya Differentiation Do you know what people are saying about you?Can You automatically process social media?CompetitorsAvayaWhile other vendors offer Web services, Avaya’s leadership in delivering these simple and open interfaces allows customers to build powerful solutions that cost effectively “Orchestrate The Experience”IntegratedSocialExperienceIsolated
34 Social Media Processing Automating Social Media Scan and process events from social media using existing Avaya Contact Center infrastructureStandard MediaContact CenterInbound ContactContact RoutingManaged Agents & ExpertsSocial MediaAvaya Social Media ManagerGenericPeople on Facebook:More than 500 million active users50% of our active users log on to Facebook in any given dayAverage user has 130 friendsPeople spend over 700 billion minutes per month on FacebookPlatformEntrepreneurs and developers from more than 190 countries build with Facebook PlatformPeople on Facebook install 20 million applications every dayEvery month, more than 250 million people engage with Facebook on external websitesSince social plugins launched in April 2010, an average of 10,000 new websites integrate with Facebook every dayMore than 2.5 million websites have integrated with Facebook, including over 80 of comScore's U.S. Top 100 websites and over half of comScore's Global Top 100 websitesMobileThere are more than 200 million active users currently accessing Facebook through their mobile devices.People that use Facebook on their mobile devices are twice as active on Facebook than non-mobile users.There are more than 200 mobile operators in 60 countries working to deploy and promote Facebook mobile productsSocial Media Manager allows you toGather.. And can get info from an aggregator, e.g. Networked Insights (analyzes trends, uncovers influencers) – go directly to the source of social media site or pull through an aggregator.Analyze in – analysis engine that analyzed and processes interactions and narrows down what to be concerened with/ and integrates actionable items into the cc (instead of everything that mentions Avaya for ex.)This process efficiently and automatically processes social mediaDiscover social contextQuery known social media accountsTwitter: posts, location, etc.Facebook: posts, posting attributes and resonance (likes/dislikes/comments), user posting behavior and history (also across competitors’ pages), user profilesLeverage internal contextAccess enterprise / CRM dataIntegrate customer-specific order history, transaction data, etc.Automated responses and status through knowledge base informationPackage context information for agent routingCollect same as phone # and during registrationStore if discovered by agentPotential match from social data (name, birthday, , phone, location data)
35 Different Types of Social Media BlogsSocial NetworksMicroblogsForumsSocial MediaDifferent types of social media:There are thousands of charts out on the web that pull together all sorts of social media onto a single page. But we created this one to help explain it to companies in a way that I think can help an organization thinking about social media.Blogs are one way of communication, getting your opinion out there, putting out information coming from your company. It is social in that you create a dialogue, but you really own the conversation.On the other side, you have Social Networks which are really two-way communication. A customer or prospect can initiate the conversation, unlike with blogs and micro-blogs.And you have enabling technology like media sharing and video streaming which are again ways of connecting your audience to thoughts and concepts that you have through the use of multimedia, whether it be photographs or PowerPoint decks.Finally, you have more of the experiential forms of social media - virtual worlds and multi-player games where you can really create a unique experience for customersIt’s important that you know there is no precise mix that any one company should use. It depends very heavily on the business, but I can certainly say that the top half is what you should be most concerned about, and the ones that have the most relevance to any company today.Media SharingVirtual WorldsVideo StreamingMulti-Player GamesAvaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
36 Social Media Conversations Consumers are interacting on social media…Companies need to be listening!3 out of 4 consumers use social technology93% of consumers believe a company should have a presence in social media60% of consumers say they interact with companies on the social webForrester, The Growth of Social Technology Adoption, 2009Cone Business in Social Media, 2009Cone Business in Social Media, 2009Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.36
37 Avaya Customer Connections Social Media Manager I supported CJ’s Charity Walk Week#CJThousands of items are retrieved based on search resultsCJet airlines swings to $161M loss in third quarter –bizjournals.comhttp://bit.ly/2OUCRV30% identified as SPAM or irrelevant; 70% identified as relevantCJet voters, don't let a golden opportunity pass us by CJet County Independent Dear reader,are you one who..If CJet could just play nice & bump me to a later flight this would just uncomplicate things.Of that 70%, 2% are actionable and are routed to agentNo joy on 2 CJet flights. Back through security again to mothership30,000 SPAM items & irrelevant items removedOut of 70,000 relevant items, 1,400 actionable items remain100,000 Total Items
39 Customer Service Challenge: Customers Need Better Access to Service Reps CHALLENGESLong waits in queue and high call abandonment rateInbound contact method limited to phoneAgent costs increase quickly as call volumes riseAgents handling routine transactional interactionsBUSINESS VALUEPotential to reduce costs through multi-channel; Chat, and self-help are 50%, 30%, and 10% respectively that of voiceLower costs by 25% while increasing customer interactions by 20%Reduce agent headcount by 30% while exceeding performance goalsReduce abandoned call rate from 28% to 11% with enhanced self-serviceThis first scenario is focused on customers not having appropriate access to agents. Some of the identifiers could be long waits in queue, calls abandoned, phone only method of interaction with a contact center, and agents costs increasing as volume rises. So for example, I would like to obtain some information from my bank on my account. I call to speak with a representative but end up waiting for 5 minutes before my call is answered. With no self-service options, I have no choice but to wait. Or as we all know, we won’t wait. We’ll hang up and consider finding a new financial institution. One who cares about my needs.The solution to this scenario is quite simple – provide more self-service options for customers, whether that be via the web or phone, or any other. Offer multiple modes of communication for customer interactions (including and web chat). And with skills based or SLA routing, each customer inquiry can be routed to the most appropriate agent whilst ensuring services levels are maintained. Self-service options can be provided including advanced speech capabilities to help customers serve themselves, thus reducing agent costs. We also have a variety of services that can help businesses identify the challenges within their contact center with recommendations provided for solving the challenges. These services will be explored in detail later in the presentation.Summary of the solutions:AVP, Call Back and POM to provide call treatments, offer call back options, automate routine transactions and improve proactive outreach to reduce inbound trafficAACC and / or Elite with Multimedia ( , SMS, web chat, etc.)Elite with Business Advocate for SLA based routingAgent labor costs make up as much as 70% of overall expenses in the Contact Center, according to the Pelorus Group, so introducing self-service can result in significant cost savings. In fact, Giga Group research shows that chat, , and self-help costs are 50%, 30%, and 10% respectively that of an agent-driven phone call. According to the Toolbox for IT Wiki site, here are some other statistics that point to the benefits of improved access to customer service:Potential to reduce costs through multi-channel; Chat, , and self-help costs are 50%, 30%, and 10% respectively that of a phone call (Giga Group)Lower costs by 25% while increasing customer interactions by 20% (Avaya Case Study)Reduce agent headcount by 30% while exceeding performance goals (Avaya Case Study)Reduce abandoned call rate from 28% to 11% due to enhanced self-service functionality (Avaya Case Study)
40 Customer Service Challenge: Improve Customer Experience with FCR CHALLENGESLong call handle timesToo many transfers before right resource is contactedLow first contact resolution rateImpersonal and unintelligent interactions with customersBUSINESS VALUEEvery 1% increase in first call resolution rate increases CSAT by 0.64%Poor FCR equals minimum of 30% of operating cost, due to repeat calls and time finding right personCaller satisfaction % lower when second call made for same issueOne point of FCR improvement could drive $1.6B in labor savingsOne of the other pain points that business experience is getting the customer to the right agent on the first try. Some of the symptoms include multiple call transfers (bouncing the customer around until their needs can bet met), long call handle times because the agent doesn’t have the appropriate skill to handle the customer interaction, all of this results in low first contact resolution rates. When you do a performance audit through our services group, they can identify repeat callers and the issue behind why. FCR is very important in terms of both costs and customer satisfaction. And if the agent doesn’t have access to the information they need, their interactions are not personal and don’t add a lot of value to the customer.The solution, providing a complete contact center solution with Skill based routing, 3rd party integration for customer screen-pops populated from the CRM system, and UC integrated within the contact center will help customers get to the right agent who has the information they need to help the customer on the first call. With an intuitive agent desktop interface, agents have access to customer information as well as access to the presence of experts who can assist with the customer inquiry. And of course, no contact center would be complete without the ability for customers to serve themselves. Also using BA capabilities to manage service levels better by applying service level criteria to the call routing and bringing in reserve agents to balance work more appropriatelyICR on AVP for expanded agent pool and enhanced customer treatmentAACC with skills based routing, CRM integration, and Presence for quick access to expertsElite with Business Advocate for SLA based routingSocial Media ManagerWFOContact Center ConsultingThere is a direct link between customer satisfaction and how efficiently service issues are resolved. Gartner estimates that with every 1% increase in first call resolution, customer satisfaction increases by 0.64%. Personalizing interactions with customers and decreasing the number of transfers to resolve issues can improve customer retention by as much as 10%, according to Toolbox for IT Wiki site. This same source points to, again, a 10% increase in customer retention when agents are enabled with presence for improved access to internal subject matter experts.Every 1% increase in first call resolution rate increases CSAT by 0.64% (Gartner)Failing to achieve FCR accounts for a minimum of 30% of a Contact Centers’ operating cost, due to repeat calls and the extra time that is then spent trying to find the right person (Yankee Group, 2009)Caller satisfaction will be 35 to 45% lower when a second call is made for the same issue (Customer Relationship Metrics, 2009)One point of FCR improvement could drive $1.6B in labor savings
41 Customer Service Challenge: Lack of Tools to Understand / Improve CC Performance CHALLENGESSupervisors have limited view of agent performanceLack of understanding of key focus areas for agent trainingLow CSAT from inconsistent experienceMultiple points of administrationBUSINESS VALUEImprove supervisor productivity by up to 30-50% with automated QMIncrease customer service ratings an average of 28%“Completely satisfied” customers are 6 times more likely to become repeat buys than just “Satisfied” customersIn this scenario, agents and supervisors don’t have the tools or understanding to improve performance. Supervisors may be tasked with pouring over reports to try and assemble a view of the performance of their agents. Without an automated way to view performance, how can performance be improved? In most contact centers, manual workings of day-to-day interactions require days and the top role of a CC supervisor/manager should be that of assisting and training agents. And of course, poor contact center performance results in low customer satisfaction.Solutions: How can we solve this – through automated, intelligent reporting and real-time performance displays with our contact center solution. Additionally, CRQM and speech analytics can add valuable insight and provide the ability to measure agent and contact center performance. Also eLearning, Coaching and Customer Feedback improve understanidng of gaps and challenges. Also unified administration through ACCCM.Solution SummaryAACC, CMS and / or IQ for historical and real-time reportingWFO to identify trends and assess performanceACCCM to improve administration and business relevanceContact Center ConsultingImplementation of automated quality monitoring and real-time reporting systems can improve supervisor productivity by as much as 30-50%, according to Pelorus Group. As agent performance improves through more focused training, customer retention increases. Harvard Business Review indicates that "completely satisfied” customers are 6 times more likely to become repeat buys than just “satisfied” customers.Supervisor productivity can increase by 30-50% through implementation of automated quality monitoring and reporting (Pelorus Group)Increase customer service ratings an average of 28% (InAAU Conf Survey)“Completely satisfied” customers are 6 times more likely to become repeat buys than just “Satisfied” customers (Harvard Business Review)
42 Customer Service Challenge: High Agent Turnover Due to Low Job Sat CHALLENGESInadequate tools to facilitate home-based agentsLack of training and coachingLate night shifts, inflexible shift schedulingRepetitive requests for basic information from customersBUSINESS VALUEEstimated $5K-$15K per agent hire / training, & % annual agent turnoverReduce agent attrition by up to 20%Save 20% in workforce time by scheduling agents more effectivelyAgent attrition is a challenge that every contact center deals with. Once you’ve hired and trained an agent, to lose them and have to re-hire and re-train a replacement is very time consuming and costly to the business. Some of the challenges include inadequate tools, no work-life balance for agents, insufficient training, schedules and shifts that are not optimal, and agents becoming bored with the mundane/repetitive tasks.By providing a solution where agents can work in a virtual environment and potentially work from home, is not only a cost savings approach (in terms of real-estate) but it can also help attract and retain top agents. But a CC needs the tools to closely monitor home based agents, and with our contact center solution we can do this. With Workforce Management software, supervisors can automate scheduling based on trends, desired service levels, agent skills, etc. Plus, agents are provided with a mechanism for requesting shift swaps, alternate shifts, and time off. Rewards can also be leveraged with WFM software – rewarding agents who are meeting or exceeding their service levels. With an intuitive self-service system many of the mundane and repetitive tasks can be offloaded from agents, making their work seem more important and varied.With home based agents, real-estate expenses can be reduced significantly - plus having a larger talent pool to draw from is a huge benefit to the business.AACC Agent GreetingOffsite AgentsWorkforce Management to improve scheduling and forecastingeLearning and Coaching to improve agent performanceContact Center ConsultingExample MeasuresImprove ESAT and reduce agent turnover rate (Giga Group estimates $5K-$15K to re-hire and train an agent, and annual agent turnover rates are %)Reduce agent attrition by up to 20% - typical measure from VerintSave 20% in workforce time by scheduling agents more effectively- IT Navigator and typical measure provided by Verint (5-20% being typical)
43 Customer Service Challenge: Optimize Service and Maximize Revenue Potential CHALLENGESIncreased inbound call volumesLimited outbound proactive customer engagementAgents lack access to required informationToo many ‘follow-up’ or reminder callsLimited opportunities to up-sell and collect revenuesBUSINESS VALUEImprove collections revenue up to 10%Reduce staff levels and improve productivity by up to 27%Reduce time spent planning outbound collections campaigns by 90%Most contact centers are not using their agents to help boost revenue and maximize sales opportunities. Mostly because they do not have the tools to facilitate this. Most agents are simply handling inbound calls and are not provided with information or incentives for upselling on specific products or services. And, agents are not appropriately matched to specific customers.Some elements to facilitate and improve this include CRM integration and skill based routing, customers can be matched with an appropriate skill ensuring that interaction is maximized. Agents will also have the pertinent customer details so that they can take advantage of an upsell opportunity. Also using preview / progressive dialling or predictive dialling to manage campaigns and maximise revenue opportunities. POM can be used to further enhance proactive outreach, automating interactions across multiple channels to ensure maximum customer engagement, send reminders, notifications or followup.Solution summaryPOM on AVP to improve proactive outreach, notification and engagementAACC with CRM integration with blended preview / progressive outbound callingPC for predictive outboundContact Center ConsultingBy matching the right customer to the right agent, our customers have experienced order size increases of up to 35%.Improve collections revenue up to 10% (Avaya Case Study)Reduce staff levels and improve productivity by up to 27% (Avaya Case Study)Reduce time spent planning outbound collections campaigns by 90% (Avaya Case Study)
44 Agenda > > > > > Business Trends Avaya Aura Contact Center Suite>Emerging Technologies and Applications>Migration and Evolution>Avaya Professional Services
46 Avaya Aura Contact Center Suite Agent EnvironmentPerformance Center: Enables businesses to enhance customer experience, improve customer retention and drive down costsPerformance ManagementReportingAnalyticsWFOWorkforce Optimization: Complete WFO suite tightly integrated into overall performance managementChatMMSSMSVideoXMLVoiceAssisted Experience ManagementWork Assignment Engine: Assigns the right work to the right resource at the right time to meet specific business objectives.Media Application Server: IT centric architecture, advanced application features and broad ecosystem support. Carrier grade reliability, scale, quality of serviceIVRWebChatAutomated Experience ManagementCustomer Experience Portal: Increases self service effectiveness through right channel communication. Enables differentiation to grow profitability and brand.Avaya AuraTM: Evolutionary path for every customer. Driving productivity and accelerating business across the enterpriseor CS1000
47 Agent EnvironmentPerformance ManagementReportingAnalyticsWFOAvaya Aura Contact Center Avaya Contact Center Control Manager Avaya Social Media Manager Avaya Aura Call Center Elite Avaya Interaction CenterChatMMSSMSVideoXMLWebVoiceAssisted Experience ManagementSMSocialIVRWebChatAutomated Experience Managementor CS10004747
48 Avaya Aura Call Center Elite 6.0 What is It?Contact management solution that empowers agents to deliver competitive customer service, helps to lower operating costs, increase agent efficiency and effectiveness, and helps make the most of every customer interaction.FEATURELIMITSCurrentNewAdministered Agents20K30KConcurrent Agents7K10KAgents in Single SkillSkills / Hunt groups2K8KSkills per Agent60120VDNsVectors of 99 StepsPolicy Routing TablesPRT Routing Points6K24KVector Routing Tables100999Holiday Tables99Service Hour TablesWhy does it Matter?Achieve economy of scale requiring fewer agentsReduces hardware costConsolidates administrationWhat’s New?Business Advocate becomes an entitlementWorks to automatically meet service levels across the businessEliminates chaos when dealing with the unexpectedNew workflow commands streamline administration and maximize efficiencyIncreased scale for agents, skills, vectors, etc.CC Elite -BENEFITS of BUSINESS ADVOCATETo maximize the effectiveness of their contact center, Business Advocate makes the optimal agent match for each caller. Today, best-in-class contact centers make that matching decision while looking ahead, not behind. Some contact centers today are still using measures such as Average Speed of Answer and Expected Wait Time to make routing decisions. But, if you’ve just had a sudden burst of traffic in a short time, or have had a sudden dramatic dip in call arrival, these measures won’t provide optimal information for your routing decision because they are based largely on historical data. Using these measures to route your contact center traffic is like driving while looking in the rear view mirror. Another commonly used approach is that of priority queuing. However, when you queue calls at a High Priority, this often leads to “starvation” of low priority calls, and creates longer delays and more abandons for all other calls. Today’s best practice contact centers uses software that looks ahead, instead of behind, by using predictive technology.Traditional skills-based routing alone often does a poor job of “matchmaking” given the complex random arrival of calls and agent-availability. In Avaya’s experience of measuring contact center operations, match rates of less than 20% are common when looking at whether the most appropriate agents are actually handling the most appropriate customers. Trying to overuse skill-queues to fix this typically reduces overall efficiency and impacts service levels for other calls. How can you solve this dilemma?One approach to this problem is to use Avaya’s patented Business Advocate predictive decision-making contact center software that looks at how best to use each agent as he becomes available, automatically managing agent pools and bringing in reserve agents when needed to meet service levels. And, you do this while fairly balancing agent loads so that your most skilled agents don’t get all the requests (creating retention problems).Available NOW2010 Avaya Inc. All rights reserved.
49 Avaya Aura™ Contact Center Provides an orchestrated customer experience across all touch points and ensures customer satisfactionImprove Customer ExperienceIncrease customer options and satisfaction with easy access to real-time and historical informationEnsure incoming customer interactions are appropriately matched to the right contact center and enterprise resources to ensure resolutionIncrease FlexibilityAnticipate customer needs by leveraging their location, presence, social attributes, communication mode and historical dataEase the integration with social networks to provide options for business managers to nurture, build, and promote brand image with customersCustomer experience with persistent and seamless real-time transfer of customer context and data to the best suited mode (voice, , chat, SMS)Multi-mediaFlexiblePresenceThis vision of Experience Management is based on several key trends in the marketplace, which are:Increased competitionChanging customer demographicsGrowth of new communications mediaMore demanding customer requirementsCustomers expect seamless multimedia and multimodal access to the enterprises and they expect to be recognized based on their past experience with those enterprises and afforded timely, personalized customer care. The bottom line is: enterprises that do not provide their customers with unified, contact-sensitive customer care will have their brand image eroded and their competitiveness compromised. The solution is to provide a holistic management approach to the experiences they deliver and to ensure they are consistently providing high customer satisfaction through the varied ways they interact with customers.The Avaya Aura™ Contact Center leverages Avaya Aura™ architecture, and is the next step in fulfilling this vision of experience management. We can help you leverage real-time and historical information to deliver context-sensitive, collaborative voice and enhanced multimedia interactions to your customers.Our software-only solution leverages session initiation protocols to ensure that the customer experience is orchestrated and anchored throughout contact. This simplifies the agent’s task of establishing who the customer is, what they have tried to accomplish in the past, and what their banking habits are. It also makes it much easier for the contact center manager to enable third party applications and implement computer-telephony integrations.What are the real benefits?Improves Employee ProductivityProvides the tools required to not only respond through whatever channel the customer wants to engage in, be it voice, , text, etc., but it also allows that agent to deal with each contact type through a single desktop interface.Provides context to help the agent understand ways the customer has contacted the financial institution in the past and understand previous conversations.Increases FlexibilitySimplifies the integration of social media into the contact center.We all know how many tweets or Facebook comments are made on a daily basis. You cannot burden contact center agents with reading all social media feeds, but with the intelligence that the Avaya social networking capability brings, you can weed out a lot of the chaff.Provides your contact center agents with important messages in the marketplace.Allows your company to respond on a proactive basis.OpenContextLeverage information about a user and their environment to improve the quality of an interaction
63 Innovation“An important distinction is normally made between invention and innovation. Invention is the first occurrence of an idea for a new product or process while innovation is the first attempt to carry it out into practice.” Jan Fagerberg University of OsloCame across thisKey is that there is such a big diff between inventing tech – and figuring out how to use it in business to benefit our customersSo are are paying attention to invention side as well as innovaiton sidePicture of water faucetWe will go through these quickly new inovation that involve customer servicesJan Fagerberg, 20042010 Avaya Inc. All rights reserved.63
64 Customer Connections Video, Web, & Mobile Offer an array of multimedia interactive technologies to help meet customer expectationsImprove Customer ExperienceCustomers are continuously adopting new technologies and expect to be engaged via web, video, mobile, and social networkingAvaya Customer Connections Video and Web will help build deeper relationships and improve trust with online experts and face-to-face video consultationsUse Customer Connections Mobile to enhance customer experience by eliminating hold times and allowing self service featuresMobile applications are available to check balance, get load status, ask questions and speak to an agentThe Customer Connections portfolio includes interactive technologies that help enhance the customer experience by providing communications to customers through their touch point of choice. With Avaya, you are able to provide customer service via video, web, mobile, and social networking and leverage those viral channels to extend your customer reach.Customer Connections Video and WebHelps to build a deeper customer relationship with service agents.Video helps improve trust with online experts and virtual face to face consultations.Your customers can see, hear, and interact virtually with your service agents, even exchanging documents and sharing desktops.Delivers a rich experience and expands the relationship you have with your customer.Customer Connections MobileEnhances the customer service experience by allowing your customers to use their Smartphones and mobile applications to connect to your service center.Top PhotoIllustrates Customer Connections Web using video and voice applications to provide a much richer customer service experience than the traditional voice-only connection.Bottom PhotoWith web capabilities you not only have a video and voice connection, but you can also create a chat communication (Instant Messaging) with a service agent.Creates a richer experience allowing you to push information, links, or documents to each other in real-time.
66 Across the counter service in action Article can be found atThis is an example of how a bank is using this technology. On April 12, 2010, Futuristic Citibank branches unveiled in Tokyo, complete with video hook-ups to financial consultants and touch-screen workstations, are to become the firm's global template, according to Citigroup Inc.'s technology czar.Citigroup opened two of the restyled branches in Japan on Monday, bringing the total number of all Citi branches to 32. It expects to have 35 branches, of which some will have the redesigned look, in its Japanese network in a year's time.Citibank Citi's new touchpoint "360 station."The centerpiece in these branches is a gigantic touch-screen media wall, composed of inch displays stacked to be nine feet tall and 14 feet wide that display news feeds, stock prices and an interactive map of the surrounding area.Hands-on help is available, but teller windows have been replaced by touch-screen terminals placed inside workstations in the center of the branch. Citigroup worked with architectural firm Eight Inc., which has also designed Apple's stores world-wide, to create a clean, minimalist feel without the stacks of documents found inside most Japanese banks.The ATMs are connected with a video link to a waiting assistant. The in-branch video chat link with Citigroup's remote help centers is an early step in Citi’s vision of consumers speaking face-to-face with online advisers using mobile devices.Avaya helped build this service by providing the software to video enable the call on the wall and to coordinate with the rest of the applications on the wall. Avaya’s products and services are used by experts in the back office and in the call centers to make this work.
67 web.alive – Build the Virtual Bank Innovative immersive experience for building trusted online relationshipsAttract & Retain CustomersProactively engage customers online with branding and advertising with latest promotionsImprove customer participation and satisfaction with interactive sessionsBuild the “Virtual Bank of the Future”Reduce CostsReduce the need for face-to-face meetings and other travel expenses web.alive virtual environmentsImprove EfficiencyProvide trainings quickly and immediatelyExpand trainings to wider audience (not geographically limited by travel)Proactively engage online customersAs we discussed earlier, customer needs and expectations are evolving with innovative new technologies. Customers now expect broader, more convenient interaction from online tools. We’ve developed, web.alive, to address this growing need for online technologies.web.alive is a virtual environment and real-time communications mechanism that can be accessed as easily as a website. It enables your company to provide an immersive environment in which to build trusted online relationships with customers.web.alive provides you the ability to proactively engage customers online; changing the traditional dynamic from one-way engagement to real-time, interactive relationships.This tool helps attract and retain customers both by delivering a convenient endpoint and by making your skilled labor resources and subject matter experts available to interact with online customers at their convenience.Banks are beginning to use a remote workforce, and in-turn increasing productivity and employee satisfaction, while reducing their overhead costs. But they must also provide their employees the skills and training required to interact with customers.You can use the same immersive infrastructure web.alive provides to build and facilitate a great learning and knowledge network for banking employees.This can extend from interviewing and on-boarding people to doing skills training, coaching, mentoring and even advanced education.Face-to-face training is a high expense item on the average financial service provider’s budget.If you use a virtual environment, you can avoid most of the travel portion of those costs, as well as take advantage of a much longer learning cycle.With typical, face-to-face training, you’re limited to a certain amount of time to take that course and when you leave, there’s a fairly steep drop off of knowledge: within a month period, you can lose up to 80% of the knowledge, which is a pretty staggering number.If you have a persistent online environment, you can not only reduce the initial costs of training but increase the effectiveness, improving efficiency and further reducing the future costs associated with supplementary and follow-up training.web.alive’s persistent online environment allows you upload content and pictures in the environments and visually share topical information, while being able to have simultaneous dialogues instead of being limited to a single interaction.You do all this from just clicking on a URL, as easily as visiting a website. Because the environment is persistent, you can take advantage of the same convenience even if you are in a different time zone.Lenovo uses Web.alive for customers to come in and shop. As they see people walking around looking at laptops and PC’s they can actually approach the visitor and show them a laptop and demonstrate the actual size of the screen by opening up the laptop. It is a very effective tool for sharing and showing customers information and their products67
68 Agenda > > > > > Business Trends Avaya Aura Contact Center Suite>Emerging Technologies and Applications>Migration and Evolution>Avaya Professional Services
71 With Business Advocate Classic AvayaBENEFITAVAYA CC SOLUTIONIMPROVE FIRST CONTACT RESOLUTIONThrough intelligent routingCALL CENTERELITE <6Call Center Elite 6.0With Business AdvocateCALL CENTERELITE R3 +INVESTMENT PROTECTION and EXTEND THE EXPERIENCEThrough multimedia activationAACC 6.1 for MultimediaCALL CENTERELITEIMPROVE AGENT PRODUCTIVITYThrough workforce mgmt, call recording, speech analytics, agent scorecardsWFO 10.1CALL CENTEREXPRESSIMPROVE FIRST CONTACT RESOLUTIONThrough intelligent workflow, integrationThe purpose of this chart is to make migrating or upgrading look easy and to provide assurance of investment protection. The purpose of this chart is to talk to what and where they can migrate TODAY - it is not intended to be a migration roadmap. IF the customer is interested in roadmap we can discuss at lunch or set up a meeting to walk through it for their specific needs. There is not a single solution that fits all - it must be looked at on a case by case basis because not everyone has the same product mix.For Classic Avaya customers - if they have CC Elite they can simple upgrade to CC elite 6.0 AND the get Business Advocate at no charge! Great newsTo protect their investment if they are interested in adding multimedia - they can keep Elite for voice and add AACC 6.1 for multimedia processingInterested in WFO - ADD it to CC EliteIf they want IVR they can ADD VP and if they have VP and want the benefits out outbound they can upgrade to VP 5.1 and add POMIC customers - there is another release planned, they can upgrade to next releaseAACC 6.1IR/VPORCHESTRATE THE EXPERIENCEThrough a common automated platform and proactive interactionsVP 5.1 and POM 2.0EXTEND THE EXPERIENCE and INVESTMENT PROTECTIONThrough multimedia activationInteraction Center 7.3IC < 7software upgradeproduct add
72 Contact Center Control Manager Classic AvayaBENEFITAVAYA CC SOLUTIONIMPROVED AGENT PRODUCTIVITY AND RETENTIONSingle agent desktop, collaboration and any where agentsIP AgentAvaya one-X AgentProactiveContactIMPROVED TRANSACTION PRODUCTIVITYThrough unified proactive campaign and predictive dialing capabilitiesProactive Contact 5.0IMPROVED BUSINESS INTELLIGENCEThrough unified reportingCMS < 16CMS 16.2Benefits of One x agent - user interface designed specifically for agent use - agent features like auto answer, aux/work reason codes. Screen Pops – imbedded screen pop application that requires no CTI infrastructure and on board agent greetings, soft TTY. Also stress benefits to IT which are single point of deployment – single application can be deployed for any agent type regardless of location and deployment model (local agent desktop, virtualization)Proactive Contact - upgrade to next releaseCMS - upgrade to CMS AND if they are interested in Cradle to grave reporting they can ADD IQAnd to support ANY of the products or all the products that a customer may currently have they can ADD Contact Center Control Manager for single point of administrationIMPROVED BUSINESS INTELLIGENCEThrough unified cradle to grave reportingCMSIQ 5.1All of the aboveLOWER COSTSThrough single point of administrationContact Center Control Managersoftware upgradeproduct add2010 Avaya Inc. All rights reserved.
73 HERITAGE NES BENEFITS AVAYA CC SOLUTION SCCS/CC6,7 AACC 6.1 SCCS/CC6,7 IMPROVE FIRST CONTACT RESOLUTIONThrough intelligent routingAACC 6.1INVESTMENT PROTECTION and EXTEND THE EXPERIENCEThrough multimedia activationSCCS/CC6,7AACC 6.1 with MultimediaINVESTMENT PROTECTION and EXTEND THE EXPERIENCEThrough multimedia activationSECC/CCE7AACC 6.1 with MultimediaNortel customers - Emphasize again that this is about where they can go TODAY - this is not a roadmap - if they are interested in a roadmap we can discuss after this meeting or set up a separate meetingTo get to AACC it is simply a software upgradeIf they want to add multimedia they can upgrade to AACC and add multimedia moduleIf the customers currently have CRQM and want to to go AACC they can upgrade to WFO 10.1It’s all about investment protectionINVESTMENT PROTECTIONThrough workforce mgmt, call recording, speech analytics, agent scorecardsCRQMWFO 10.1software upgradeproduct add
74 HERITAGE NES BENEFITS AVAYA CC SOLUTION MPS 500 AAEP 6.0 ICP AAEP 6.0 INVESTMENT PROTECTION and EXTEND THE EXPERIENCEAdd Proactive Outreach Manager, Speech Recognition, etcMPS 500AAEP 6.0INVESTMENT PROTECTION and EXTEND THE EXPERIENCEAdd Proactive Outreach Manager, Speech Recognition, etcICPAAEP 6.0Nortel customers - Emphasize again that this is about where they can go TODAY - this is not a roadmap - if they are interested in a roadmap we can discuss after this meeting or set up a separate meetingTo get to AACC it is simply a software upgradeIf they want to add multimedia they can upgrade to AACC and add multimedia moduleIf the customers currently have CRQM and want to to go AACC they can upgrade to WFO 10.1It’s all about investment protectionsoftware upgradeproduct add
78 Avaya Global Services Extensive horizontal and vertical experience Deep expertise across communications networkExecute over 2,000 projects per month globallyIndustry experience spanning financial services, retail/hospitality, healthcare, and public sectorLeader in Contact Center1 and Unified Communications2 and, and leading- edge Data vendor1,300 experts with average years of experienceOver 1,000 industry certifications, including ACA and PMIRange of strategic, technical, and management skillsMulti-vendor technology integrationsWe have resources in 34 countries, but we are doing business in 77 countries.We have over 1,500 experts and on average they have years experience.We have a variety of different industry certifications across all of those consultants and we work closely with our global network of 4,000 partners.You will also see that this is an organization built with scale, geographic reach, and expertise that enables us to work across all intelligent communications domains to deliver business productivity improvements to your organization.Central knowledge base and consistent methodologies and toolsSpecialists in 34 countries doing business in 77 countriesFlexible resourcing model deploys right experts regardless of geographyGlobal network of >4,000 certified partners1Gartner, Inc; 2Dell’Oro Group; stats for calendar 200878
79 Comprehensive Avaya Professional Service DiscoveryBusiness LeadersOperational LeadersTechnical LeadersRequirementsOperationalBusinessTechnicalMultivendorDesignCall Flow / RoutingSelf-Service & Assisted ServiceCTI and CRM IntegrationDetailed Technical SpecificationImplementationCall CenterSelf-ServiceReporting/AnalyticsAgent PerformanceProactive ContactAssuranceEnd-To-End AssuranceProvider TestingCapacity BenchmarkingMultivendor and Go-Live TestingOptimizationBest practicesBenchmarkingContact and VP AnalysisProgram and Project ManagementAdvisory ServicesOur approach is to provide a consistent, repeatable methodology to help customers successfully plan and design a scalable, resilient, and available contact center and to prepare the customer to leverage technology to meet their business needs and support the deployed scenario. APS consultants, with years of experience designing and deploying contact center solutions, assess customer needs and work with customers to get the most value out of their investments. APS consultants are experts in contact centers and self-service applications and can identify critical gaps in the technical and operational aspects of existing contact center operations and/or new deployments. We bring to the table both our expertise as well as our brand – as the manufacturer of our contact center solutions, we have access to internal Avaya teams including R&D, design teams, engineering, application specialists and technical support providing customers an additional level of confidence to both our partners and our customers that their project will be successful.Our methodology, by design, is organized so that our professional services teams can provide “best-in-class” services that enterprises require, including end-to-end solution, application, and 3rd party solution integrations as well as ongoing business and operational consulting services. By properly assessing and addressing critical business and technical requirements prior to implementation, customers can prevent costly delays, improve service quality and deploy a contact center solution that meets business needs now and in the future. Every engagement encompasses the following critical success factorsSolidify vision, strategy & business valueFormulate business plan & framework for implementationDefine technology requirements and validate work flows and application designProvide additional insights to impacts on business & operational processes and provide guidance based on success of other centersIdentify applications and provide recommendations to address specific business needsWe don’t just walk away – we validate our recommendations were successful and objectives achievedGlobalPractices &CapabilitiesNew and Enhanced CapabilitiesAudits &Best Practices79
80 Contact Center Benchmarking Service Advisory ServicesService IncludesBasicEnhancedBenchmark Top 20 KPIsDetailed Comparison ChartsIndustry Peer Group RankingPerformance Gap SummaryGap AnalysisBalanced ScorecardComprehensive Benchmarking ReportRecommendations for ImprovementConsultative Review of ResultsOnsite Interviews and Data CollectionDetailed Recommendations and Action PlanBenchmarking Best Practices Workshops (3)Contact Center BenchmarkingBenchmark performance vs. industry peersIdentify strengths and weaknesses in the call centerDiagnose and understand the underlying drivers of performance gapsPrescribe actions to improve performanceEstablish performance goals for both individuals and the call center overallAvaya Professional Services launched a new Advisory Services that helps organizations improve bottom-line business outcomes based on industry benchmarks, frameworks, methodologies, and tools that get results. Our Contact Center Performance Benchmark advisory services apply proven methods and best practices to design solutions that will help customers improve their performance and gain competitive advantage.What is Benchmarking? What are Best Practices?Benchmarking is the process of comparing and measuring your organization against their peers and others, anywhere in the world, to gain information on philosophies, practices, and measures that will help your organization take action to improve its performance.Benchmarking is understanding the quantitative side of performance—what is being measured and how the process performs—and then examining and adapting the enabling factors that allow the process to perform in such a manner that defines it as best practice.Performance improvement begins with measuring the effectiveness and efficiency of business operations to identify and implement changes needed for optimal success. It involves methodical approaches to business process management, including ongoing efforts to identify a company's strengths and weaknesses.We have two levels of this new service – Basic and Enhanced. A comparison chart outlines the difference between the two offers and on the next slide we break it down a little further. A more detailed comparison and service description can be found in the Service Description document. In addition, the team should feel free to reach out to the SCC team directly to learn more about this offer and how you can leverage it with both new and existing customers – large or small – every contact center can benefit from our benchmarking service and we have access to data which consists of 6,000 contact centers globally across 14 different verticals…..Improve performance by identifying, understanding, and adapting outstanding practices and processes found inside and outside the organization
82 Demographics and changing interactions are transforming customer service Experience Management isthe differentiatorOur vision is focused and our portfolio is ready
83 Become a Best-in-Class Contact CenterEnhance Customer ExperienceImprove Agent EfficienciesAccelerate Business Integration/ResultsDriving Increased Business ValueUnderstand and embrace customer demographicsLeverage analyticsMaximize multi-mediaUtilize customer surveysLeverage collaborationUnderstand and leverage agent demographicsOptimize the desktopLeverage social media/multi-mediaDeploy collaboration and context applicationsDevelop a communications roadmapVirtualize the enterpriseDeploy a best-in-class contact center scorecardEnsure user adoption and smooth roll-outSummary Slide for all three strategies/Best Practices83
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