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Avaya AuraTM Contact Center 6

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1 Avaya AuraTM Contact Center 6
Avaya AuraTM Contact Center 6.0 Experience Management - Next Generation contact Center Thank you for the opportunity to present the Avaya Aura Contact Center 6.0 solution. Avaya Aura Contact Center is a context-sensitive, collaborative, voice and multimedia customer contact solution that allows enterprises anticipate, automate, and accelerate customer interactions. June 2010 1

2 Guidelines for use Delete before presenting This is an Avaya AuraTM Contact Center 6.0 master presentation (Jul release content) While there are a few charts on the “Suite” and “Roadmap” most of the information here pertains to the core contact center application scheduled for GA Jul 2010 The presentation is divided into sections containing information of interest to Line of Business Decision makers and CC and IS-IT Manager: Line of Business Decision Maker Recommended charts: 1 to 16: Market overview and Strategy and Innovation 43 to End – Avaya AuraTM Contact Center Suite Roadmap CC Manager, IS-IT Manager Recommended charts: 17 – 35: Avaya Aura Contact Center 6.0 Solution (Release details) 36 – 42: Upgrades & Migration (Depends on heritage) 43 – End: Avaya AuraTM Contact Center Suite Roadmap Select the charts based on the audience and the time allotted No notes necessary. Instructions to presenter. Delete this slide before presenting. Note that the slide numbers will change when this slide is deleted from the presentation. Please ensure that the slide numbering in the script is synchronized with the slide numbers in the presentation.

3 Agenda Market Overview Strategy & Innovation
Avaya AuraTM Contact Center 6.0 Solution Deployment, Upgrades & Migration Avaya AuraTM Contact Center Suite Roadmap Summary I will begin will reviewing some of the changes taking place and their implications on the Contact Center operations. I would like to provide an overview of how Avaya innovation has addressed these changes to help our customers – the enterprises and organizations- take advantage of the opportunities and mitigate the risks. Then we will go into the details of the features and benefits offered by the current release of Avaya Aura Contact Center – which is This is followed by an overview of the options for deployment, upgrades and migration. I will also share Avaya’s vision of the Contact Center Suite over the next months. 3 3

4 Market Overview Fact 1: Demographics are Changing
There are three key trends that are being driven by end customers: Demographics are Changing Interactions are Changing Customer Satisfaction Risks are Increasing Avaya’s Contact Center vision and strategy are influenced by theses three trends as we continue to help our customers solve today’s issues but also proactively plan now to evolve to address tomorrow’s challenges & opportunities. Fact 1: Demographics are Changing Fact 2: Interactions are Changing Fact 3: Customer Satisfaction Risks are Increasing The Next Generation Is About Experience Management 4 4

5 Fact 1: Demographics are Changing
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) Voice only as the last resort NEW users have different expectations North America: 80m Generation Y 55m Generation X 78m Baby Boomers Companies and organizations have always had to serve a mix of end customers with various needs and expectations. The predominant method of interaction has been and still is voice interactions. But next generation customers (Gen X and Gen Y) have been rapidly gaining power and influence in society in changing the status quo of where they get information, how they make decisions, and how the communicate. Changes in communications include access methods (web self service), different media (SMS), and exploding types of modes (smart phones). The challenge for companies and organizations is that many Gen X & Y and some Baby Boomers don’t even consider contacting a business’ call center for information but rather collaborate with peers in social media including “tweeting”. Although driven by Gen X & Y, other generations are also increasing usage of social media. Some businesses have started to monitor and respond to social media mentions about their brand/products through the Marketing organization and some are integrating social media into their contact center processes and reporting environment. Companies and organizations need to be plan for changes in demographics and how to be flexible to evolve to meet the changing needs and expectations of different customers of how, when, and where to be served. This economic recovery -- unlike those in last few decades -- will be shaped by the values of tech-loving Gen Y, and to a lesser degree, affluent members of Gen X Sources: A new report from PricewaterhouseCoopers LLP and Retail Forward, Owned by Kantar Retail 5 5

6 Fact 2: Interactions are Changing
NEW interaction channels are emerging Expectation of end users To reach business how and when they want to Consistent experience across channels Customer care organization challenges Increasing customer satisfaction of lower cost channels Staffing and managing new channels appropriately Percent of Respondents Related to changing demographics, interaction methods inside and outside the contact center are also changing. Voice is a significant interaction channel but increasingly interaction methods have begun to include , web, and other emerging channels like SMS and social media. Customers expect to be able to reach businesses when, how, and where they want. More importantly, customers expect to have a consistent experience across the different touch points with businesses including the business knowing what happened in different interactions across channels independent of whether they occurred inside or outside of the contact center. The challenges that companies and organizations face are a tradeoff of cost and customer satisfaction. Although voice rates highest for customer satisfaction it’s also the most expensive interaction channel. But other lower cost channels like have lower customer satisfaction. In addition other interaction methods like self service do create the opportunity to reduce cost of transactions but surveys show that a significant portion still needs costly live agent support. Companies and organizations need to plan for changes in interaction channels and how to evolve to offer interactions across various channels while delivering a consistent experience to manage customer satisfaction expectations. Experience management is a strategic source of differentiation and in most cases, a growth engine for companies and organizations alike. Voice is 2x cost other channels, but other channels have lower customer satisfaction >50% of self service interactions still require a high cost agent Source: Yankee Group, 2009, McKinsey 6 6

7 Fact 3: Customer Satisfaction Risks are Increasing
NEW model of customer care is required to understand and act on CSAT issues in real time Customer care organization challenges 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 92% of consumers form an opinion about a company’s image through their interaction with the Contact Center 80% of companies believe they deliver a superior customer experience. Only 8% of their customers agree As we mentioned, the challenges that companies and organizations face is a tradeoff of cost and customer satisfaction. Although there has been more focus in the last few years on cost reduction, customer satisfaction is critical since customers form their opinions about a business based on their contact center interactions. Surveys highlight that there is a significant customer satisfaction risk based on the gap between the level of service that companies and organizations are delivering and what end customers expect. To add to the risk of managing customer satisfaction, the impact of only one bad experience is higher tan ever as a majority of Gen X & Y will leave after only one poor experience and will broadly tell their story across social media. One example is the incident with United Airlines and the handling of a passenger’s guitar. The challenge for companies and organizations is how to manage this increased customer satisfaction risk. Instead of discovering a customer satisfaction issue “after the fact”, companies and organizations need to have the tools to gain real-time insight into end customer interactions across channels and then provide agents and supervisors the real-time information to immediately turn around a potentially poor customer experience. Companies and organizations need to plan for how to evolve and integrate their communications, information, and processes to be able to dynamically adapt in real time to proactively manage customer experience expectations. The challenge is that every new channel and service added to increase differentiation and stimulate growth also increases the risk of dissatisfying the customer. 73% of Millennials will leave after one bad experience, and 85 percent will tell others about their poor experiences Source: Benchmark Research, Convergsys, Customer Focus Inc. 7 7

8 Next Generation Contact Center Is About Experience Management
Application Integration Improved First Session Resolution Improved Customer Satisfaction Connect & Open the Enterprise Immerse the Agent into the Experience Manage, Learn, Apply Bring Full Context to Every Session As companies and organizations plan their evolution to address the 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 enterprise Application Integration: Integration of real time communications with enterprise applications, information, and processes Orchestrated Experience: Proactively manage all interactions across all media and modes including agent assisted or automated including warm handoffs Persistent Context in Every Session: Collect, grow, and leverage information about the end customer and their environment to improve the quality of every interaction Immerse Agent in the Experience: Unified and contextual desktop to enable agents and experts outside the contact center with real-time information to address customer needs Manage, Learn, Apply: Closed loop process for leveraging historic and real time insights to manage operations and continuously adapt Orchestrate the Experience Improved Agility Higher Revenue Lower TCO Increased Flexibility

9 The Next Generation Is About Experience Management
Agent Environment Immerse the Agent into the Experience Performance Management Manage, Learn, &Apply Reporting Analytics WFO Assisted Experience Management Voice Given our focus on Experience Management, Avaya is creating a next generation architecture that allows our customers to create a differentiated customer experience. At the foundational level, we will continue to leverage our Avaya Aura strategy to connect the Enterprise using open, standards based SIP capabilities to drive immediate improvements in cost structure and simplification of administration. The Automated and Assisted experience management solutions, like Avaya Aura CC, will provide an orchestrated customer experience across all touch points and ensure that the context of the customer interaction is efficiently shared across the solution to support first contact resolution and enhance the customer experience. Performance management solutions provide historical and real-time analytical capabilities that will drive continuous improvement and responsiveness into the experience management solutions and our unique agent environment will immerse the agent into the customer experience and provide the ability to anticipate the customer’s needs and accelerate resolution of their requirements. Video SMS MMS Chat XML Bring Full Context to Every Session Orchestrate the Experience Automated Experience Management IVR Web Chat Connect & Open the Enterprise or CS1000 9 9

10 CONTEXT Experience Management
Context Drives a Differentiated Experience CONTEXT Next Gen Contact Center: persistent and seamless real time transfer of customer context and data to the best suited mode (voice, , chat, SMS) Instant Presence Multi Media Leveraging information about a user and their environment to improve the quality of a an interaction Location, presence, social attributes, communication mode and historical data used to anticipate needs Real time situation awareness applied Customer Care today does not leverage context adequately enough to deliver the level of experience expected by end customers. The opportunity is to complement the information that is available and extend it to deliver: real time information about the end customer that can be leveraged to improve the interaction (vs. only relying on historic information and missing what happened in the last 5 minutes. For example a poor experience in self service) Presence information so availability and access are considered in creating and managing the interaction (vs. only relying on the end customer identity and not being aware that the end customer has limited timeframes for interactions) multi-media bringing the richness and choice of media into the transaction (vs. only providing single media access or only using one media based on a static choice of media) behavior analytics in real time can be taken into account to adjust the interaction (vs. only what the end customer has indicated as preferences) multiple modality so there is flexibility to move from one modality to another in real-time preserving the fidelity of the interaction while enabling the end customer to complete the transaction (vs. only static single mode interactions not considering the right for the customer at any particular given point in time). These warm handoffs will help eliminate issues with data loss in traditional transfers where customers on average lose 25% of all relevant information in each transfer. In contrast, advancements in context management are about making new context arising out of events that may have transpired in the last 10 minutes relevant to the success of an interaction. Behavior Multi Mode 10 10 Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy. 10 10

11 “Press 1 to find out more why your system crashed”
A Day in the Contact Center: Loan Modification Extending Customer Care through the enterprise Joy assists Joe with his loan form question and offers ways the process may be accelerated Joy sees the Presence of a loan advisor, Simon and starts an Instant Message session An is auto-generated to Simon containing a link to Joe’s persistent interaction context Customer Experience Portal sends SMS with embedded URL to Joe’s mobile “Press 1 to find out more why your system crashed” Hi Joe, please use this link to upload your photos…http:// SMS No speaking note as the scenario has all the details on the page as you walk thought the flow Joe: Joy, here’s the new kitchen photos… Joy: Our loan advisor, Simon West, has contacted the appraiser and advised to upload copy of appraisal Persistent Consumer Conference Jorge (appraiser): Simon, the appraisal is updated now…http://spiappraise.com/9687 Joy IM Voice Loan Advisor, Simon Joe © 2009 Avaya Inc. All rights reserved. © 2009 Avaya Inc. All rights reserved. © 2009 Avaya Inc. All rights reserved. 11 11 11 11

12 Strategy & Innovation Avaya’s contact center strategy and innovation reflects the economic, technological and behavioral changes taking place. In this section we will review the strategy and the key concepts embedded within. Avaya AuraTM Contact Center Suite Delivers Strategy SIP Architecture Simplifies Application Integration Persistent Context Session (Push to Anchor) Contact Routing to Work Assignment 12 12

13 Avaya AuraTM Contact Center Suite Delivers Strategy
Avaya Aura Agent Desktop Agent Environment Avaya NGCC Performance Center Performance Management Avaya Aura WFO Reporting Analytics WFO Avaya Aura Contact Center Assisted Experience Management Previously, we discussed the architecture that will deliver Avaya’s vision for next generation customer experience management. This slide outlines the specific solutions that will make up that architecture… Avaya Aura CC is a context-sensitive, collaborative, voice and multimedia customer contact solution that allows enterprises to anticipate, automate, and accelerate customer interactions. Our solution for Assisted Experience Management, it helps distribute work more flexibly and effectively. The Media Application Server (MSA) which is part of the CC solution serves as the anchor for multimedia interactions & information (instead of pushing) preserving real time and historical contextual information. Avaya Aura Agent Desktop is the feature rich unified agent environment through which multimedia interactions are presented to agents (and experts). It includes many agent efficiency features that allow agents to be immersed in the interaction greatly improve agent occupancy and productivity. Performance Management includes the Avaya NGCC Performance Center and native Avaya Aura Workforce Optimization suite of capabilities. Together they provide comprehensive real-time and historical insight into all aspects of contact center performance. Avaya NGCC experience portal is a multimedia inbound and outbound self-service capability that delivers Automated Experience Management. As mentioned earlier, all these are underpinned by Avaya Aura SIP architecture. However, consistent with our pledge to Protect, Extend and Grow existing infrastructure investments, we will continue to support Avaya CS 1000. Voice Video SMS MMS Chat XML Avaya NGCC Experience Portal Automated Experience Management IVR Web Chat or CS1000 13

14 Next Generation Contact Center SIP and the Persistent Conference Model
End Customer Customer Specific Data Reporting Insights Standards based, simpler architecture Easier to integrate applications Interaction anchored at a single point and resources conferenced in Analytics, Call Recording…other resources Intelligent routing based on knowledge of customer and their context Self-Service Expert Assist ? SIP is a complementary and more capable method to integrate communications, information, and processes than CTI. Leveraging a SIP architecture enables a simpler, more cost effective, more flexible and scalable model for application, context, and multimedia communication integration. Decisions about what resources (people, data, applications) to support an end customer are based on business need not limited by technology. Key benefits include: multimedia contacts can be anchored in a conference based session where required resources are brought to the end customer avoiding disruptive transfers multimedia persistent context can be more easily gathered from various sources, passed, and enhanced throughout the interaction Applications can be simply added when needed (ie SIP based recording) Unified reporting is simpler since the reporting application is part of the multimedia session Agents and knowledge workers outside of the contact center can more effectively be added to the session with the necessary context Session Context Agent Assist Host Data Exchange Persistent Conference Recording 14 14 14

15 Contextual information
From Queuing and Routing to Resource Selection and Work Assignment (WA) Note to presenter: Use this or the next chart - not both Work Assignment Assess multiple variables Smart decisions to match work with best resource Faster processing of data to improve speed of matching contact to resource Self correcting to improve efficiency and effectiveness Leverage experts across the enterprise WA Work 4 Work 2 Work 4 Work 1 Contextual information Business rules Performance Objectives Value KPI Work 3 Work 3 Resource Pool Work Pool Note please use either 15 or 16 but not both in the presentation. Note that the slide numbers will change when this slide is deleted from the presentation. Please ensure that the slide numbering in the script is synchronized with the slide numbers in the presentation.  Avaya 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 resources significantly improved processing speeds ability to leverage work assignment beyond the contact center Explanation for Self Correcting Business outcomes and KPI’s are amongst the variables WAE considers in making resource selection decisions. If the resource selection or work assignment decisions result in performance degradation it will be reflected in poor business results and KPI’s which are fed back into the WAE which takes them into consideration for making future decisions. B2 Skill Skill A A1 B1 Skill B A2 Routing 4 1 ACD Agent 3 2 Agent Queuing 15 15 15 15

16 Next Generation Contact Center Contact Routing to Work Assignment
Note to presenter: Use this or the previous chart - not both Expert Presence Customer Intent Customer History Match to CC KPI Other Skills Language ANI DNIS Work Assignment Real time interaction data Additional data to improve match rate (1:1 matching) Faster processing of data to improve speed of matching contact to resource Self correcting to eliminate errors Leverage experts across the enterprise Match to CC KPI Other Skills Language ANI DNIS Other Skills Language ANI DNIS Note please use either 15 or 16 but not both in the presentation. Note that the slide numbers will change when this slide is deleted from the presentation. Please ensure that the slide numbering in the script is synchronized with the slide numbers in the presentation.  Avaya 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 resources significantly improved processing speeds ability to leverage work assignment beyond the contact center Explanation for Self Correcting Business outcomes and KPI’s are amongst the variables WAE considers in making resource selection decisions. If the resource selection or work assignment decisions result in performance degradation it will be reflected in poor business results and KPI’s which are fed back into the WAE which takes them into consideration for making future decisions. ANI DNIS Skills Routing Business Advocate Work Assignment ACD 16 16 16 16

17 Avaya AuraTM Contact Center 6.0
Avaya Aura CC 6.0 content reflects Avaya commitment to Protect, Extend and Grow customer’s existing investment in infrastructure technologies while also introducing a standards-based platform for Greenfield deployments. Avaya Aura CC 6.0 updates switch and operating system support, expands agent capacity, improves High Availability and enhances multiple contact handling.  It achieves the above objectives and goes much further in delivering tighter administration integration across the portfolio, incremental agent productivity enhancements, lower footprint, support for much higher capacity solutions, improvements in reporting and enterprise application integration capabilities. In addition, it delivers integration with the Avaya Aura for Midsize Enterprise CM and Avaya Aura CM platforms as an extension of it’s SIP-based integration support. At GA, the solution will support Avaya Aura for Midsize Enterprise CM 5.2.1, and support for Avaya Aura CM will be available on August 27th, 2010. Avaya Aura CC 6.0 represents the realization of Avaya’s strategy to deliver a platform for next generation customer interaction – while at the same time retaining customers’ investments in application development, integration and agent/supervisor training. 1H2010 Capability & Benefits 2H2010 & 1H2011 Summary 17 17

18 Avaya AuraTM Contact Center 1H2010
Benefits Improved first contact resolution and customer experience Easier to learn and faster to modify workflow to meet changing business requirements Improved supervisor effectiveness, comprehensive view of CC operations, focus directly on issues that need intervention Improved management - eliminate duplication, reduce errors, save time and money Enhanced agent productivity Saves time and money Increase revenues and profitability: collections, alerts, reminders, promotions Enrich context with business process integration that is platform independent Capabilities Intelligent multi-media work assignment through open, universal queue with multiple contact handling Graphical service creation environment On-board unified reporting - standard and customized, tabular and graphical, historical and real time Common administration for CC supervisors and Managers Unified agent desktop for all media types Simple out-of-the-box screen pop Preview and Progressive outbound dialing Rich third party application integration through a combination of CTI, SOA and Web Services This slide summarizes the benefits that will be delivered with the first release of Avaya Aura Contact Center in Release 1. They include: Improved first contact resolution and customer experience Easier to learn and faster to modify workflow to meet changing business requirements Improved supervisor effectiveness, comprehensive view of CC operations, focus directly on issues that need intervention Improved management - eliminate duplication, reduce errors, save time and money Enhanced agent productivity Saves time and money Increase revenues and profitability: collections, alerts, reminders, promotions Enrich context with business process integration that is platform independent 18 18 18 18

19 Multimedia Contact Center
Benefits: “Always-open-for- business” Nurture brand image Improved customer experience & satisfaction Better agent utilization Increase revenue opportunities Prioritize and efficiently handle contacts and “work” Match important customers with best agent Social Voice Voice Mail Fax Outbound Open Queue Work Assignment Avaya Aura CC 6.0 provides the ability for agents to simultaneously handle multiple work items. These work items can be a combination of voice, web chat, Instant Messaging (IM), , Fax, Short Messaging Service (SMS) text. This not only improves customer accessibility but also enhances agent productivity and utilization. For instance, an agent can respond to s when the voice call volume drops off. An agent can be set up to simultaneously handle up to five multimedia contacts in addition to the voice contact. 19 19 19 19

20 Single Agent Desktop for all Contacts
Avaya Aura CC provides the ability for agents to simultaneously handle multiple work items. These work items can be a combination of voice, web chat, Instant Messaging (IM), , Fax, Short Messaging Service (SMS) text or scanned documents. This not only improves customer accessibility but also enhances agent productivity as agents, for instance, can respond to s when the voice call volume drops off during a shift. Multiplicity Presentation Classes are used to provide multiple contact handling capability to groups of agents. This allows contact center managers to provision capable agents to simultaneously handle up to five multimedia contacts. Not only can multiple work items be presented to an agent, but reporting enhancements have been added to help measure the performance of agents working on multiple work items. This presents a holistic view of agent performance to the supervisor. We’ll now look at additional agent desktop UI enhancements to ensure agent productivity and effectiveness when working on multiple work items. Features: Out of the box Agent Desktop for voice only & multi-media Thin Client Desktop (.NET 3.5) & Citrix/Terminal Services Context sensitive telephony functionality Activity and Not Ready Reason Codes drop-down menu Agent/Skillset/Application real time statistics Voice delivered either by physical phone or soft-phone Benefits: Increased agent productivity – utilize customer response delay time Agent empowerment 20 20

21 Multiple Contact Handling Improves Productivity for Capable Agents
Number of simultaneous non- voice contacts configurable (1-5) by supervisor Agent is automatically set to "Ready" while handling voice call, chat or contacts Time delay, before “Additional Contact” is presented is configurable Agent can handle one inbound or outbound voice call and any combination of up to 5 additional non-voice contacts such as chat and . Contacts will flash to indicate agent action required In a multiple call handling scenario - the agent can be 'actively' involved in only one customer interaction at a time - the other interaction sessions are in the background as tabs on the agent desktop.  Agents need to be aware of customer communication activity in the sessions that they are not actively working on.  In Avaya Aura CC, a visual alert is flashed to agents when a customer has entered information in an IM or chat window.  This allows the agents to work on multiple interactions yet promptly respond to the customer ensuring a satisfactory customer experience. 21 21 21

22 Faster E-Mail Handling with Editor Functions
Reply Options To/CC/BCC Auto Suggest Prepared response given to agent Templates HTML or Text based Avaya Aura CC 6.0 includes an editor that delivers the following capabilities Full style editing e.g. font, size, bold, italics, 216 colors, bulleted and numbered lists, insert tables, images, hyperlinks – all the standard capabilities expected from a fully featured editor. Both text-based and html formats supported. Auto-suggest capabilities have been added for agents to quickly provide professional responses. Automatic tracking of the response usage facilitates optimisation of responses in the future. Full history is retained in the Transaction History database. editing Full style editing e.g. font, size, bold, italics, 216 colors, bulleted and numbered lists, insert tables, images, hyperlinks, etc. History Agent can Review trail 22 22 22

23 Context Sensitive IM Handling
Features: IM routed to Agents Dynamic Keyword groups that can be associated with a group of experts One click by Agent to consult Expert Provides customer context to experts Buddy / Expert lists are also configurable by the administrator Continuing with features to enhance agent performance…, Avaya Aura CC 6.0 adds the ability to identify and highlight keywords in incoming IMs. Dynamic keyword groups can be defined and then associated with a group of experts. When the agent clicks on a keyword in an incoming IM, it refreshes the visible buddy list with a corresponding list of experts. This ensures that the best experts to consult with will we displayed based on a given matched keyword in the incoming IM and the expert can be consulted with a single click. Apart from identifying experts who can quickly solve customer issues it also provides a better workload distribution for experts based on area of speciality. Buddy lists (linked to skillset) and Expert lists are configured centrally by the administrator. These may contain both agents and knowledge workers who have been identified as experts. Note: Context Sensitive IM handling is supported in Avaya Aura CC 6.0 only in CS1000 configuration only where the CC is integrated with MS OCS Benefits: Improves first contact resolution by identifying persons who can help Protects experts from being overused by agents! Context Sensitive IM handling is supported only in CS1000 configuration only where the CC is integrated with MS OCS 23

24 Outbound Dialling Features: Preview and Progressive Outbound solutions
Benefits: Increased customer satisfaction Timely information and deadline- reminders reduces defaults and penalties Higher revenues and profitability Alert customers to take action when they are more likely to Increase collections Greater efficiency & lower costs Shape the type and amount of incoming contacts and Encourage self service Features: Preview and Progressive Outbound solutions Multiple number support Multiple Time-zone support Increased campaign and contacts capacities Web services support Preview and Progressive Outbound functionality is available with Avaya Aura CC. In Preview outbound the agent has the option of deciding whether or not to accept and connect to an outbound contact after reviewing the data that is presented. With Progressive Outbound, the agent gets to review the data before the call is automatically connected. The CCO server acts as the server platform for outbound media types in addition to the , and web communications media types mentioned above. The Outbound Campaign Management tool is a functional component that is used to create, modify, and monitor up to 20 simultaneous outbound campaigns. An outbound campaign is a series of outbound calls for one specific purpose, for example, a customer survey or a sales promotion. The features and benefits include [listed on chart] 24

25 Simple Administration
Features: Single point of configuration for agent related data Access to web based CCT administration through a common administration portal (CCMA) Access to web based multi-media server (CCMM) administration through CCMA GUI enhancements for agent and skillset management Avaya Aura CC 6.0 facilitates the administration of the various contact center components through a single web based Contact Center Manager Administration (CCMA) portal The use of CCMA as the Single point of configuration for agent related data has been further enhanced in Avaya Aura CC Access to web based Communications Control Toolkit and Contact Center Multi-Media server administration can now be done through CCMA. The CCMA GUI has been enhanced to simplify both agent and skillset management. Benefits: Reduced configuration complexity Eliminate duplication and reduce errors Lower implementation time and cost 25 25

26 Graphical Workflow Creation
Features: Graphical drag and drop “scripting” environment Document Generation: used for customer sign- off Printing Flows: The ability to prints Flows Manage all workflow related data through the Service Creation Environment Client Benefits: Ease of Deployment for Green Field Sites. Easy to learn and use, requires less specialized skills Easier and faster to modify workflow to meet changing business requirements Streamline approval of call flows with business owners Text based scripting is time consuming and complex, requiring specialized skills. It is also difficult to modify and error prone. In contrast, the graphical Service Creation Environment, as the name implies, is a visual workflow creation environment that Eases scripting and deployment especially for Green Field Sites. Is easy to learn and use, requiring less specialized skills Is easier and faster environment to modify workflow to meet changing business requirements. Existing scripts can be imported into this tool and modified. Helps streamline approval of call flows by business owners  Avaya Aura CC adds a sophisticated multi-page printing capability so that graphical workflows can archive as pdfs or printed out for review. Investment in CC application development is 100% protected. Full support is provided for legacy text based scripting for customers upgrading from earlier Avaya NES CC Releases or for customers who have chosen to continue development in the text based environment. 26 26 26 26

27 Customizable Real-Time Displays
Features: Real time display of simultaneous multimedia interactions with dynamic filtering Customizable by supervisor 6 Standard templates Create private or public displays Tabular and Graphical Benefits: Improved supervisor productivity and performance – more time spent in analysis than in report creation Better understanding of activity in skillset queues in real time – take appropriate actions Comprehensive information on agent behaviour and performance Summary KPI information for business decisions Supervisor efficiency and effectiveness has received attention in Avaya Aura CC 6.0 along side focus on agent efficiency and productivity. Easy-to-understand reports direct supervisors to areas that require their immediate attention. Instead of spending hours analyzing data, supervisors have more time to focus on more productive activities such as agent training and motivation. The displays in Avaya Aura CC 6.0 have been enhanced to cover multiplicity scenarios where the agent can simultaneously handle multiple multimedia contacts. New multimedia types can now be tracked through historical reporting (FAX, Voice Mail, White Mail (regular mail that is scanned) and SMS ( via SMS gateways) New 3-D graphical real-time display formats have been added. New Historical reports have been added to capture agent to expert IM consultations. 27 27 27 27

28 Packaged Historical Reporting
Features: 121 standard graphical and tabular templates Centralized template storage User configurable scheduling - 20 min, daily, weekly, etc. Customized report sharing using group folders notification of scheduled report completion Supervisor filtering Administrative partitions Report Creation Wizard enables customization and data combination Benefits: Improved supervisor productivity Comprehensive information on agent behaviour and performance Information for long-term business decisions Fast and easy customization with no database expertise needed In addition to realtime displays, Avaya Aura CC 6.0 includes 121 standard graphical and tabular templates. An easy-to-use Report Creation Wizard makes it easy to customize reports if desired. The reports can be scheduled to capture data at set intervals: 20 minutes, daily or weekly. Other efficiency features include sharing reports and notification when a report is completed. 28 28 28 28

29 Out-of-the-Box Screen Pop!
Features: Simple, out-of-the box, Screen Pop Simple XML configuration file Network information (ANI, DNIS) Data collected via IVR* (Account number, skillset) Associate intrinsic data with an application More sophisticated integration to backend databases via additional services The Agent Desktop in Avaya Aura CC will support a simple, out-of-the box, Screen Pop that is controlled from a simple XML configuration file. This helps fast deployment of contact centers. Three levels of CCT API including a full platform-agnostic web services API set cater to the needs of in-house developers and system integrators to deliver solutions tailored to individual customer requirements from the simple to the most complex. Benefit: Saves time and money * Available with MPS today. Enhanced AVP integration will be supported in the next release 29

30 Web Services in Avaya Aura CC 6.0
Features: Administration: Query, add, remove and list agents and supervisors. Assign, remove skillsets to/from agents. Open Queue: Both add and remove contacts of a specific type with the Contact Center Campaign management : Add and remove contacts from an existing campaign Open Network: Transfer calls and associated data between different nodes in a network Communications Control Toolkit: Now supports client development in Java and thin-client technologies Historical Statistics: Enables custom database queries to be run and the data returned via web service Benefits: Ease of integration between common business applications and contact center Allows business process integration that is platform independent Shorter development cycles saves time and money Facilitating integration of CC capabilities to business processes significantly enhances the efficiency and effectiveness of contact center operations. To this end, Avaya Aura CC 6.0 offers open web services capabilities to facilitate integration between business processes and the Contact Center at multiple levels: Administration: Query, add, remove and list agents and supervisors. Assign, remove skillsets to/from agents. Open Queue: May be used to queue both standard contact types as well as non-standard types (e.g. social media, alarms, changes in location etc.) This web service can now be used to both add and remove contacts of a specific type within the contact center. Campaign management: Added capability to both add and remove contacts from an existing outbound campaign. – This is important for ensuring customer satisfaction particularly where customers may have already resolved the issue just prior to being contacted through the campaign. Open Networking: Allows contacts to be queued using the open networking/Virtual CC capabilities. This allows calls and their associated data to be transferred between different nodes in a network. Communications Control Toolkit: Now supports cross-platform development of agent clients (e.g. Java and thin-client technologies) in addition to the Microsoft based development support Historical Statistics: In addition to the ODBC query capabilities on earlier releases, Avaya Aura CC 6.0 adds the ability for custom database queries to be run and the data returned via web service. Desktop Avaya Aura CC WEB SERVICES CRM IVR Reporting DB 30

31 Social Media Integration
Scan and process events from social media using existing Avaya Contact Center infrastructure Standard Media Enterprise Contact Center Inbound Contact Contact Routing Managed Agents & Experts Avaya Social Media Manager Social Networks The power and pervasiveness of individual opinion in a Web 2.0 world requires enterprises and organizations to ensure their brand is preserved in social media and go a step further to use social media to actively promote their brand. Avaya Aura CC 6.0 facilitates integration with social media through the use of the Avaya Social Media Manager - to parse, filter and route pertinent entries requiring intervention to agents or experts. Web 31 31

32 Avaya Aura CC Hot Standby Solution
Switchover Primary Server Routing & Reporting Multimedia Screen pop Secondary Server Routing & Reporting Multimedia Screen pop Real Time Shadowing Application Switchover Options Automatic Hot Standby and manual switchover options for all core Avaya Aura Contact Center 6.0 application components. Hot Standby, Zero-touch recovery Seamless, uninterrupted operation Hot patching Security compliance without business disruption Support for Geo and Campus redundancy Business Continuity in Disaster scenarios Co-resident deployment on a single server now includes CC MultiMedia As contact centers become increasingly business critical, service interruptions can prove costly. Avaya Aura CC 6.0 delivers a full hot-standby capability across all elements of the solution including routing and reporting, CTI and multi-media. Both Automatic Hot Standby (zero touch) and manual switchover options are supported for the core Avaya Aura CC 6.0 application components delivering seamless uninterrupted operation of the Contact Center. Using manual switchovers, both operating system and application patches can be installed without requiring any downtime. Both Geographic and Campus redundancy configurations are supported to allow for Business Continuity in Disaster scenarios 32

33 WFO for Avaya Aura CC 6.0 Capability Product Contact Recording and Quality Monitoring (CRQM) – non SIP Avaya NES CRQM – 7.0 Workforce Management Avaya WFO 10.0 Speech Analytics and Customer Feedback Avaya / Verint Impact 360 Rls 7.8 Avaya NES CRQM 7.0 Features: Common portal with Avaya Aura CC 6.0 for administration IP Multi-DN, Record-on-Demand / Save IP Secure Call Recording More recording “tagging” attributes (Skill Set, Activity Code, Agent ID, DNIS) Centralized Replay and Archiving Avaya NES CRQM 7.0 Benefits: Flexible, user-controlled recording IP, digital and analog handsets and digital trunks Make ad-hoc or scheduled User controlled Audio and screen recordings triggered by business rules specified by the contact center manager Improved quality of customer care, improved agent efficiency and effectiveness For customers seeking Work Force Optimization solutions, Avaya Aura CC 6.0 will continue to support the current Avaya NES CRQM 7.0 solution at the first release and will expand support to the native WFO suite of solutions in November. WFO for CC deployments on Avaya Aura CM or Avaya Aura for Midsize Enterprise CM will be available in Nov 2010. WFO for CC deployments on Avaya Aura CM will be available in Nov 2010

34 Self Service for Avaya Aura CC 6.0 Avaya Voice Portal
AVP Features: Software based platform designed to leverage existing IT investments Best in class business continuity Flexible architecture supporting multiple tens of thousands of concurrent ports Built in application reporting / analytics Integration via SIP landing pad planned for Nov 2010 No cost development tools supported by the largest development ecosystems in the industry Investment protection for legacy applications Planned for Nov 2010 Avaya Voice Portal SIP-only integration is scheduled for the November release. MPS 3.5 Feature Pack 2 with SIP enhancements, security enhancements, speech updates, Support for SIP CTI with CS1000 will be available. MPS Available for TDM only deployments & SS7 services Existing customer expansion 34 34 © 2010 Avaya Inc. All rights reserved. 34 34

35 Avaya Aura Contact Center 6.0 Value Proposition Summary
Offer more customer access options improve satisfaction and loyalty Improve agent utilization and productivity: Multiple call handling and agent efficiency features Enhance supervisor effectiveness: Simplified administration and unified reporting Facilitate integration to business processes and social media: Standard interfaces - SIP, SOA and Web Services Protect, extend and grow existing infrastructure investment Build a reliable and resilient contact center with uninterrupted operation Contact centers are becoming an important part of a company’s competitiveness. Delivering consistent and high quality customer experience to improve customer satisfaction and loyalty is critical in this economic climate. It addresses issues that are important to key decision makers including line-of-business managers, contact center managers and IS/IT managers. The capabilities in Avaya Aura CC 6.0 improve customer access, boost agent productivity and utilization, and increase supervisor effectiveness and efficiency. The standards based architecture makes it easier to deploy and integrate with business applications saving time and effort. It also reduces complexity and cost. Most importantly, it helps customers preserve existing investment and evolve only if justified by business reasons.

36 Deployment, Upgrades & Migration
Now we will take a look at the deployment, upgrade and migration options 36

37 Avaya CCE to Avaya AuraTM CC 6.0
CCE 2.x CCE 3.x CCE 3.x Avaya Aura CC 6.0 License migration for SS+U customers CCE 4.x CCE 4.x CCE is a multi-media adjunct to Call Center Elite. CCE Customers have a path forward either with CCE or by migrating to Avaya Aura CC 6.0 Customers staying with CCE can take advantage of the new functionality provided as a part of CCE 5 in Aug CCE customers migrating to Avaya Aura CC who are current on SS+U for CCE R4 or current with a maintenance contact plus upgrades for R3 will receive a one-for-one like license exchange. For example: One CCE voice license = one Avaya Aura CC 6.0 voice license or One CCE multi-media license = one Avaya Aura CC 6.0 multi-media license If a customer has not kept current with SS+U, the then current pricing policy will apply Customers who are not already on Windows Server 2008 will have to upgrade their OS in order to deploy Avaya Aura CC 6.0. CCE 5 CCE 5 Windows Server 2000 Windows Server 2003 Windows Server 2008 O/S Migration O/S Migration Upgrade OS to Windows Server 2008 and upgrade hardware if required Licenses transfer from CCE like-for-like to Avaya Aura CC 6.0 licenses (e.g. voice for voice) 37 37 37

38 Avaya CCE to Avaya AuraTM CC 6.0
CCE Multimedia Routing Reprogram Reprogram in CC Elite 6.0 / or continue to use Elite with CC 6.1 CC Elite Voice Routing This chart shows what changes to expect when migrating from CCE to Avaya Aura CC 6.0. With Avaya Aura CC 6.0, both the voice and multi-media routing are controlled by Avaya Aura CC This means that the CCE routing logic for both voice and multi-media would be re-programmed using the graphical workflow editor of Avaya Aura CC 6.0. If CCE customers wait to move to Avaya Aura CC until the second release in November, they will have the option of continuing to use the voice routing capabilities of Elite. In this case, only the multi-media routing will need to be re-created using the graphical workflow editor on Avaya Aura CC. Since Avaya Aura CC has its own fully integrated, multi-media reporting, CCE reporting and CMS cannot be used on Avaya Aura CC The reporting capability provided by Avaya Aura CC 6.0 is far more powerful than the basic reporting provided with CCE and includes an easy to use customization wizard. Both CCE and Avaya Aura CC use .NET interfaces for integration. Although the CCE integration cannot be directly reused, the effort to move from an integration created with CCE to an integration on Avaya Aura CC is much smaller than starting a new integration on Avaya Aura CC 6.0. Avaya Aura CC 6.0 CC Reporting Use Avaya Aura CC 6.0 reporting Workforce Management Continue to use .NET integration Adapt to Avaya Aura CC 6.0 .Net interface 38 38 38

39 Avaya Aura CC 6.0 on Avaya Aura CM 5.2.1
Persistent Conference Media Anchor Point Avaya Aura CC 6.0 Agent Desktop SIP Multimedia Contact Center Up to 300 active agents with Avaya Aura for Midsize Enterprise CM – supported at GA, Jul 30th, 2010 Up to 1,000 active agents with Avaya Aura CM available on Aug 27th, 2010 Application Enablement Server At GA, Jul 2010, Avaya Aura CC is supported on Avaya Aura for Midsize Enterprise CM delivering the voice and non-voice multimedia capabilities features and benefits native to Avaya Aura CC. The number of active agents in this configuration is 300. Support for Avaya Aura CM will be available on Aug 27th, The number of active agents in this configuration is 1,000. Service Provider Network Avaya Aura Communication Manager 5.2 H.323 and Digital Phone support Agent Voice and Deskphone 39 39

40 Upgrades for CS1000 Contact Centers
CC Express 7.1 SCCS 5 CCMS 7.X Avaya Aura CC 6.0 SCCS 5 For contact centers that interface to Avaya CS 1000, the upgrade to Avaya Aura 6.0 is straightforward. Avaya Aura CC 6.0 runs under a 64-bit Window 2008 R2 OS and for many customers upgrading from an earlier NES release this will require an upgrade to the server hardware they are using to run the application. In all cases, upgrading to Avaya Aura CC 6.0 will require a database migration to be performed whereby the customer backs up their current database, performs the platform/OS/software upgrade, and then restores the database. A direct migration is supported for customers upgrading from NES CC Express 7.1, NES CC 7.1 and NES CC 6.0. For earlier releases, customers need to upgrade first to one of these releases and then complete the migration to Avaya Aura CC 6.0. In order to reduce the impact of any upgrade, it is advisable to deploy on a new hardware platform where possible. The OS and application installation can be completed without any CC downtime. A database backup (on old machine) and restore on the new machine are then all that is required prior to switchover. CCMS 6.0 Windows Server 2000 Windows Server 2003 Windows Server 2008 O/S Migration O/S Migration 40

41 Greenfield Deployment
Avaya Aura CC 6.0 Avaya Aura Communication Manager 5.2.1 SIP Avaya Aura CC 6.0 Avaya CS 1000 MLS New customers have three configurations to choose from – though Avaya Aura CM either Midsize Enterprise configuration or Enterprise configuration when the latter is available are the preferred options. It is possible for customers to deploy Avaya Aura CC 6.0 over Avaya CS 1000 either in the SIP or AML configuration. Avaya Aura CC 6.0 Avaya CS 1000 SIP

42 Capacity, Switch and OS Support
Voice Agents Multimedia Agents Switch Configuration / Availability SIP MLS Avaya CS 1000: 1500 5000 3000 R5.0, 5.5, 6.0, 7.0 Available at GA – Jul 30 Avaya Aura for Midsize Enterprise 300 N/A CM 5.2.1, SES 5.2, AES 5.2, System Platform 5.2 Avaya Aura 1000 CM 5.2.1, SES 5.2, AES 5.2 Available on Aug 27, 2010 Avaya Aura CC 6.0 expands agent capacity and updates OS supported as well as virtualization. For MLS deployments interfacing with Avaya CS 1000 Active agent capacity is improved from 3350 to 5000 agents (50% improvement) – and up to 3000 of these can be supporting multimedia. Single server configurations can now be deployed up to the 5000 figure for voice-only agents and up 1000 multi-channel agents. For SIP-based configurations, Capacities of up 1500 active agents for NES CS1000 are supported On Avaya Aura CM based systems – up to 300 active agents are supported on the Midsize Enterprise configuration. This is available at GA. Avaya Aura CM standalone (non-Midsize Enterprise) with support for up to 1000 active agents will be available on August 27, 2010. Single server SIP configurations that include media services can be deployed for up to 200 active agents including multi-channel. Avaya Aura 6.0 adds support for the 64-bit Microsoft Windows Operating along with it’s enhanced capabilities – large memory and disk support, improved multi-core processor support and HyperV virtualisation. Avaya Aura 6.0 leverages these capabilities to improve overall system capacities and add co-resident multi-channel support (previously required a separate server). Avaya Aura CC 6.0 also supports virtualization on VMWare vSphere 4.0 OS: Windows Server 2008 R2 64 bit Standard and Enterprise Editions Client: Windows XP, Vista, Windows 7.0 Processor: Quad Xeon 2.8 GHz with 8Gb of RAM. Virtualisation support: Microsoft Hyper V, VMware vSphere 4.0 42 42 42

43 Avaya AuraTM Contact Center Suite Roadmap
Let’s take a look at Avaya’s vision of the Contact Center Suite over the next months. 43 43

44 Avaya AuraTM Contact Center Suite – 1H2010
Agent Environment Avaya Aura CC Desktop Contact Center Offsite Agent 2.0 Performance Management CMS 16.1 IQ 5.1 Avaya WFO 10.0 Reporting Analytics WFO Assisted Experience Management Call Center 6.0 Avaya Aura CC Voice Please note that all Roadmap content in this section is subject to change Contact Center Offsite Agent 2.0 Remote agent solution for NES heritage contact center that allows contact centers to enable some or all of their agents to work from home CMS 16.1 Fortify the Flatten-Consolidate-Extend value proposition to lower costs by doing more with less by increasing CC capacities and improved CM integration Support for new CC features: Interruptible AUX feature support; Route / Queue Calls to Agent by Skill Level support; Percent Allocation Routing support More agents, VDNs, trunks IQ 5.1 Customers will have a single system that provides Unified Reporting for Call Center, Proactive Contact (blended), Voice Portal and ICR Improved real-time performance Increased capacities (600 report users) High-availability configuration Avaya Aura WFO 1st Release A complete Avaya branded OEM of a market leading WFO Suite that is sold, supplied and supported by Avaya. Avaya Contact Recorder Avaya Quality Monitoring Avaya Workforce Management Customer Survey and Speech Analytics will remain vendor branded in this release Call Center 6.0 Lowers cost by doing more with less. Increased CC capacities on a single server means fewer servers and smaller footprint 10,000 Agents ▪ 8,000 Skills ▪ 120 Skills per Agent Improved features Forced Agent Logout/Aux Work by Location/Skill Avaya Aura CC 6.0 Platforms supported: Avaya Aura Communication Manager (including the Avaya Aura for Midsize Enterprise), and NES CS1000 Up to 300 Voice/Multimedia agents on Avaya Aura Midsize Enterprise configuration CM (single site), up to 1,000 Voice/Multimedia agents on Avaya Aura enterprise configuration CM 5.2.1, up to 1,500 Voice/Multimedia agents on CS1000 SIP and up to 5,000 agents on CS1000 AML of which 3,000 can be Multimedia. Open SIP and SOA APIs for business application integration Intelligent multi-media work assignment through Open, Universal queue with multiple contact handling Graphical workflow creation environment On-board unified reporting - standard and customized, tabular and graphical, historical and real time Common administration for CC Supervisors and Managers Unified agent desktop for all media types Existing features of CCAD 7.1 while evolving the UI to use as much of the one-X Agent design as possible. This includes color scheme, icons, the work item paradigm, and new Avaya branding. This release starts to deliver Customer Context in the form of response suggestions. For customers who want CM telephony they can use one-X Agent similar to the way many customers use IP Agent or one-X Agent with IC today. To make this less intrusive at the desktop one-X agent has a new “minimized mode” that’s planned for R2 SP3 (8/6/10) which will allows one-X Agent to launch silently, use the existing mechanisms for auto registration, and start-up minimized. Simple out-of-the-box screen pop Multimedia Inbound, Preview and Progressive outbound modes Rich third party application integration through a combination of CTI, SOA and Web Services Integrated media services: Conference Based Session, recorded Announcements, basic IVR dialog Voice Portal (Dialog Designer) 5.1 Platform for pre-packaged applications for quicker deployments, shorter time to market, and lower costs for quick ROI Voice portal to host managed applications as Proactive Outreach Manager (functionality, licensing, administration, logging, alarming) Fortify migration story with support for TDM Support of cost-effective Audiocodes gateways allows TDM customers to target for or migrate from IR to VP Improving network efficiency through additional codecs (G.729, H.264) Proactive Outreach Manager 2.0 Proactive Notification platform built upon Voice Portal 5.1 – multichannel outbound notification platform for proactive customer care – becomes replacement platform for Proactive Contact in later releases Next generation Campaign Manager for automated Voice Notifications, , and SMS channels Proactive Contact 4.2 Stability release that incorporates latest Service Pack content, patches and super patches MPS 3.5 FP2 SIP enhancements, security enhancements, speech updates, Support for SIP CTI with CS1000 Video SMS MMS Chat XML Voice Portal 5.1 Proactive Outreach Manager 2.0 Proactive Contact 4.2 MPS 3.5 FP2 Automated Experience Management IVR Web Chat or CS1000 Roadmap content subject to change 44 44

45 Avaya AuraTM Contact Center Suite – 2H2010
Agent Environment Avaya Aura CC Desktop Avaya one-X® Agent 2.5 Performance Management IQ 5.2 Avaya WFO 10.1 Reporting Analytics WFO Assisted Experience Management Call Center 6.1 Avaya Contact Center Express 5.0 Avaya Aura CC Voice Avaya one-X Agent 2.5 An infrastructure release to be able to support the latest Aura Architecture including Presence Services and System Manager 6.x which only reside on System Platform. There is no charge for this release; it is an entitlement for any customer on one-X Agent 2.0 Contact Center Offsite Agent 3.0 SIP based Home agent solution for Avaya Aura CM and NES CS1000 AML Contact Centers to give agents the ability to answer calls from their existing home phone, mobile or any other type of phone without any special hardware Enables an agent to handle calls remotely using their existing Agent Desktop. IQ 5.2 Advanced Reporting with Avaya Aura CC Zero downtime upgrades for HA configuration Call Work Codes ESS support IPv6 Support UI improvements WFO integration with Avaya Aura CC & merged S/W stream  Avaya Aura WFO 2nd Release WFO integration with Avaya Aura CC & merged S/W stream SIP Recording and Quality Monitoring for Avaya Aura CC Avaya-branded merge of NES & Avaya recorders Support Advantage program for technical support and software upgrades Avaya Business Partners can build services business around this solution, via Avaya-provided: Training Certification Accreditation CMS 16.2 Reinforces the promise of continued investment in CMS to a large embedded base. Delivers customer driven options, features & tools. Performance Improvement: Systematically manages report users in order to ensure optimal system performance. Provides for feedback to operations in order to improve user behaviors. Cost Reduction: Allows backups, upgrades and migrations via LAN rather than costly & antiquated tape technology and hardware. Technology Alignment: Certification of CMS thick client in a 64-bit environment Call Center 6.1 Theme: Infrastructure Establish foundation for SIP Agent by getting to SV Ready Support new high end server and 4 new H.323 sets optimized for CC (SIP upgradeable) Avaya Contact Center Express 5.0 Enhancements with CM Administration Simplified input of CM objects within CCE configuration Stations, VDNs or Agents can be selected within a menu instead of a manual entry. Possibility of changing chat canned messages in CCE Customized messages within chat greeting Basic keyword based routing for Routing to specified destination based on keyword match in body or subject Integration with Voice Portal Feature and price reduced Voice Portal with CCE (optional features on Voice Portal such as Video are not available) Voice Portal Express is only available for up to 60 ports Voice Portal Express configuration will run within CCE admin tool (Control Panel) Integrated call recording User initiated recording out of CCE desktop If the agent plug-in is installed the agent or supervisor can initiate recording Agent by pressing button in agent desktop menu bar Supervisor by selecting agent within supervisor dashboard Call Recording playback can be initiated within CCE Desktop Call Recording must be ordered separately Optional Workforce Management Value priced workforce management when purchased with CCE In August only available for CMS running with CCE In November available for CCE reporting Enhancements in serviceability of CCE Avaya Aura November Release Integration with Aura Communication Manager/Session Manager 6.0 Avaya Aura CC feature set with the objective of providing a blended desktop when Avaya Aura CC is used as a multimedia adjunct to CC Elite Integrated Avaya Aura Agent Desktop with Aura IM/Presence services Front end integration of Avaya Voice Portal with Avaya Aura CC (SIP only - not AML for CS1000) Unifies the WFO Avaya/Nortel portfolio and delivers SIP based CRQM Extends Avaya Aura CC 6.0 CS1000 hot standby solution to support Aura CM/SM with increased scale (target 5,000 agents) Proactive Contact 4.2.1 Nortel Predictive Agent Blend Windows 7 support MPS 3.5 FP3 Avaya re-branding Video SMS MMS Chat XML Proactive Contact 4.2.1 MPS 3.5 FP3 Automated Experience Management IVR Web Chat or CS1000 Roadmap content subject to change 45 45

46 Avaya AuraTM Contact Center Suite 2H2010
Capabilities Multi-media capability of Avaya Aura CC blended with voice capability of CC Elite Next step in unified administration, reporting, desktop Avaya Aura™ Presence/IM SIP Call Recording Proactive notification Increased # of Active Agents Benefits Simple and cost effective multi-media solution for CC Elite customers as a first step aligned with Avaya Aura CC Framework Improved productivity while leveraging current assets Improved FCR and CSAT by easily identifying experts to support customers Flexible SIP recording environment for Avaya and NES heritage customers Increased revenue and reduced cost through timely personalized notification, increased collections and shaping of incoming calls Scalability The benefits of our 2H2010 plans include: Simple and cost effective multi-media solution for CC Elite customers as a first step aligned with Avaya Aura CC Framework Improved productivity while leveraging current assets Improved FCR and CSAT by easily identifying experts to support customers Flexible SIP recording environment for Avaya and NES heritage customers Increased revenue and reduced cost through timely personalized notification, increased collections and shaping of incoming calls Scalability Roadmap content subject to change 46 46

47 Avaya AuraTM Contact Center Suite – 1H2011
Agent Environment Avaya Aura CC Desktop Avaya one-X® Agent 3.0 Performance Management CMS 16.2 Performance Center 6.0 Avaya WFO 10.2 Reporting Analytics WFO Assisted Experience Management Call Center 6.2 Interaction Center 7.3 Avaya Aura CC Voice Avaya one-X Agent 3.0 Includes support for SIP Agent Desktop including SIP Voice, Video and Screen pop supporting a CM Evolution Server (CM-ES) architecture. The inclusion of SIP Agent Desktop in May 2011 is heavily dependent on the development work being done by the hardphone team (96x1). Avaya Performance Center Advanced Reporting Avaya Aura CC Normalized Reports CMS Contact Analyzer Report Designer Priority Features User Workspace WFO Integration Phase 1 Platform Data Warehouse with ETL tool Avaya Aura WFO 3rd Release WFO integration with Avaya Performance Center Speech Analytics Single sign-on via APC Drill thru from APC reports to recordings WFO links and UI integration into APC workspace Connectors for CMS & IQ data export to WFM Scorecard, Schedule & Learning links in Agent Desktop Adherence report and alerts in Agent Desktop Common Avaya licensing and software distribution Call Center 6.2 Theme: Elite SIP Agent Complete SIP Agent verification Support for 4 SIP hard endpoints Support for one-X Agent 3.0 SIP Agent Interaction Center 7.3 Create technical migration path to Avaya Aura CC Component refresh Avaya AuraTM third release Intelligent Customer Routing/ Work Assignment Enhancements Geographic Redundancy Survivable Branch CC Avaya Aura CC as an adjunct to Call Center Elite: Real Time Reporting, Blending and Agent Desktop Enhancements Avaya Aura Agent Desktop is the full blown blended client with additional forms of blended customer context, collaboration workspace and blended agent dashboards. Embedded softphone and video leverage the new GIPS codecs. This provides interoperability for IM, Voice and Video with one-X Agent and one-X Communicator and eliminates the need for CTI (AES) for screen-pop and telephony control. Includes the integration of additional one-X Agent features including CM SIP Voice in a CM Evolution Server (CM-ES) architecture and 508 Compliance OCS Agent Refresh Automate Agent moves between Elite and Avaya Aura CC CM 6.1 Evolution Server and Session Manager support Experience Portal (Orchestration Designer) Evolution of Voice Portal / Dialog Designer, includes support for additional self service channel (SMS, Chat, social media, integration with web self service platforms) Support for Avaya Aura CC, Proactive Outreach Manager, ICR functionality. Platform enhancements to support streamlined integration with PeriPro applications Common workflow designer for Experience Portal and Avaya Aura CC, also for VP, IR, MPS Proactive Contact 5.0 Expands value of PC by extending this product to continue to meet market needs Leverages third party OEMs to deliver SIP interoperability, BTTC, and thin/web client Video SMS MMS Chat XML Customer Experience Portal 6.0 Proactive Contact 5.0 Automated Experience Management IVR Web Chat or CS1000 Roadmap content subject to change 47 47

48 Avaya AuraTM Contact Center Suite 1H2011
Benefits New, innovative method to match contacts with the right resource the first time improving first contact resolution and CSAT Investment protection and scalability Reach customers with new self service channels, lower cost of service and higher customer satisfaction Orchestrate end to end contact center communication and process flows Enables the business to enhance customer experience, improve customer retention and drive down costs Capabilities Breakthrough, scalable and distributed Work Assignment Avaya Aura CC Framework with ICR supports mix of CC Elite, NES CC and Avaya Aura CC nodes, sites and agents Unified experience management across self and assisted channels Single service creation environment Avaya Performance Center integration The benefits of our 1H2011 plans include: New, innovative method to match contacts with the right resource the first time improving first contact resolution and CSAT Investment protection and scalability Reach customers with new self service channels, lower cost of service and higher customer satisfaction Orchestrate end to end contact center communication and process flows Enables the business to enhance customer experience, improve customer retention and drive down costs Roadmap content subject to change 48 48

49 Summary Let’s finish with a brief summary of what we’ve talked about today. © 2010 Avaya Inc. All rights reserved. 49 49

50 Summary Increased competition, changing demographics, growth of new communications media, demanding customers Next Generation Contact Center Is about Experience Management Experience Drives Differentiation Context Drives Differentiated Experience Avaya Next Generation Contact Center Strategy and Innovation SIP to flexibly connect and open the enterprise, eliminate cost and complexity Evolve from queuing and routing to Resource Selection and Work Assignment Manage the Experience with context: Assisted and Automated Provide an integrated suite to ease deployment, optimize cost and improve performance Increase use and effectiveness of self service Provide migration path to protect investments To differentiate oneself amidst increasing competition, changing demographics, increasing customer expectation and changing media types, contact centers have to manage customer experience. Avaya delivers a comprehensive set of next generation contact center capabilities that help companies To simplify and open up the enterprise To eliminate cost and complexity Evolve from queuing and routing to Resource Selection and Work Assignment Manage the Experience with context both in Assisted and Automated care Increase use and effectiveness of self service and To Protect, Extend and Grow their investments 50 50

51 Thank You the old order changeth, yielding place to new…
Thank you for your time and attention today. Are there any final questions I can answer? the old order changeth, yielding place to new… 51 51


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