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Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.1 Avaya Aura TM Contact Center 6.0 Experience Management - Next Generation contact.

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Presentation on theme: "Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.1 Avaya Aura TM Contact Center 6.0 Experience Management - Next Generation contact."— Presentation transcript:

1 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.1 Avaya Aura TM Contact Center 6.0 Experience Management - Next Generation contact Center June 2010

2 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.2 Guidelines for use  This is an Avaya Aura TM Contact Center 6.0 master presentation (Jul 2010 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 Aura TM 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 Aura TM Contact Center Suite Roadmap  Select the charts based on the audience and the time allotted Delete before presenting

3 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.33 Agenda  Market Overview  Strategy & Innovation  Avaya Aura TM Contact Center 6.0 Solution  Deployment, Upgrades & Migration  Avaya Aura TM Contact Center Suite Roadmap  Summary

4 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.4 Market Overview 4 Fact 1:Demographics are Changing Fact 2:Interactions are Changing Fact 3:Customer Satisfaction Risks are Increasing The Next Generation Is About Experience Management

5 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.55 Fact 1: Demographics are Changing 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 North America: 80m Generation Y 78m Baby Boomers 55m Generation X ‣ 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

6 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.66 Fact 2: Interactions are Changing Percent of Respondents Source: Yankee Group, 2009, McKinsey ‣ Voice is 2x cost other channels, but other channels have lower customer satisfaction ‣ >50% of self service interactions still require a high cost agent 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

7 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.77 Fact 3: Customer Satisfaction Risks are Increasing 92% of consumers form an opinion about a company’s image through their interaction with the Contact Center Source: Benchmark Research, Convergsys, Customer Focus Inc. 73% of Millennials will leave after one bad experience, and 85 percent will tell others about their poor experiences 80% of companies believe they deliver a superior customer experience. Only 8% of their customers agree 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

8 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.8 Next Generation Contact Center Is About Experience Management Application Integration Connect & Open the Enterprise Immerse the Agent into the Experience Orchestrate the Experience Manage, Learn, Apply Bring Full Context to Every Session  Lower TCO  Increased Flexibility  Higher Revenue  Improved Agility  Improved First Session Resolution  Improved Customer Satisfaction

9 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.9 The Next Generation Is About Experience Management 9 Connect & Open the Enterprise Bring Full Context to Every Session Orchestrate the Experience Manage, Learn, &Apply Immerse the Agent into the Experience IVRWebChatEmail Automated Experience Management Chat Email MMS SMS Video XML Voice Agent Environment Performance Management Reporting Analytics WFO Assisted Experience Management or CS1000

10 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.10  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 Multi Mode Behavior Multi Media Presence Instant 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, email, chat, SMS)

11 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.11 A Day in the Contact Center: Loan Modification Extending Customer Care through the enterprise Voice IM Joe Joy Loan Advisor, Simon SMS 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://  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 email is auto-generated to Simon containing a link to Joe’s persistent interaction context 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

12 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.12 Strategy & Innovation ‣ Avaya Aura TM Contact Center Suite Delivers Strategy ‣ SIP Architecture Simplifies Application Integration ‣ Persistent Context Session (Push to Anchor) ‣ Contact Routing to Work Assignment 12

13 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.13 IVRWebChatEmail Automated Experience Management Chat Email MMS SMS Video XML Voice Agent Environment Performance Management Reporting Analytics WFO Assisted Experience Management or CS1000 13 Avaya Aura TM Contact Center Suite Delivers Strategy Avaya Aura Agent Desktop Avaya NGCC Performance Center Avaya Aura Contact Center Avaya Aura WFO Avaya NGCC Experience Portal

14 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.14 Next Generation Contact Center SIP and the Persistent Conference Model ? Session Context Persistent Conference Self-Service End Customer Recording Host Data Exchange Customer Specific Data Reporting Insights Agent Assist Expert Assist 14  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

15 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.15 Resource Pool 15 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 15 From Queuing and Routing to Resource Selection and Work Assignment (WA) A2 Skill Skill A Skill B B2 Routing A1 B1 Queuing 3 4 ACD 1 2 Agent Work Pool WA Contextual information Business rules Performance Objectives Value KPI Work 1 Work 3 Work 2 Work 4 Work 3 Work 4 Note to presenter: Use this or the next chart - not both

16 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.16 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 16 Next Generation Contact Center Contact Routing to Work Assignment ANI DNIS Other Skills Language ANI DNIS Match to CC KPI Other Skills Language ANI DNIS ACD Skills Routing Business Advocate Work Assignment Expert Presence Customer Intent Customer History Match to CC KPI Other Skills Language ANI DNIS Note to presenter: Use this or the previous chart - not both

17 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.17 Avaya Aura TM Contact Center 6.0 17 1H2010 Capability & Benefits 2H2010 & 1H2011 Summary

18 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.18 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 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 Avaya Aura TM 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 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

19 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.19 Open Queue Work Assignment Social Voice Email Voice Mail Fax Outbound 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 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 Multimedia Contact Center

20 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.20 Single Agent Desktop for all Contacts 20 Benefits:  Increased agent productivity – utilize customer response delay time  Agent empowerment Benefits:  Increased agent productivity – utilize customer response delay time  Agent empowerment 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 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

21 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.21  Number of simultaneous non- voice contacts configurable (1-5) by supervisor  Agent is automatically set to "Ready" while handling voice call, chat or email 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 email.  Number of simultaneous non- voice contacts configurable (1-5) by supervisor  Agent is automatically set to "Ready" while handling voice call, chat or email 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 email. Multiple Contact Handling Improves Productivity for Capable Agents 21 Contacts will flash to indicate agent action required

22 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.22 Faster E-Mail Handling with Editor Functions Auto Suggest Prepared response given to agent Reply Options To/CC/BCC Email editing Full style editing e.g. font, size, bold, italics, 216 colors, bulleted and numbered lists, insert tables, images, hyperlinks, etc. Email History Agent can Review email trail Email Templates HTML or Text based

23 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.23 Context Sensitive IM Handling 23 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 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 Benefits:  Improves first contact resolution by identifying persons who can help  Protects experts from being overused by agents! 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

24 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.24 Outbound Dialling Features:  Preview and Progressive Outbound solutions  Multiple number support  Multiple Time-zone support  Increased campaign and contacts capacities  Web services support Features:  Preview and Progressive Outbound solutions  Multiple number support  Multiple Time-zone support  Increased campaign and contacts capacities  Web services support 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 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

25 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.25 Simple Administration 25 Benefits:  Reduced configuration complexity  Eliminate duplication and reduce errors  Lower implementation time and cost Benefits:  Reduced configuration complexity  Eliminate duplication and reduce errors  Lower implementation time and cost 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 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

26 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.26 Graphical Workflow Creation 26 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 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 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

27 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.27 Customizable Real-Time Displays 27 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 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 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

28 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.28 Packaged Historical Reporting 28 Features:  121 standard graphical and tabular templates  Centralized template storage  User configurable scheduling - 20 min, daily, weekly, etc.  Customized report sharing using group folders  E-mail notification of scheduled report completion  Supervisor filtering  Administrative partitions  Report Creation Wizard enables customization and data combination Features:  121 standard graphical and tabular templates  Centralized template storage  User configurable scheduling - 20 min, daily, weekly, etc.  Customized report sharing using group folders  E-mail 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 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

29 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.29 Out-of-the-Box Screen Pop! 29 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 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 Benefit:  Saves time and money Benefit:  Saves time and money * Available with MPS today. Enhanced AVP integration will be supported in the next release

30 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.30 Web Services in Avaya Aura CC 6.0 30 Desktop 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 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 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 CRM IVR Reporting DB WEB SERVICES Avaya Aura CC

31 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.31 Standard Media Social Networks Web Managed Agents & Experts Contact Routing Inbound Contact 31 Social Media Integration Avaya Social Media Manager Enterprise Contact Center Scan and process events from social media using existing Avaya Contact Center infrastructure

32 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.32 Primary 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 Switchover Avaya Aura CC Hot Standby Solution 32 Secondary Server Routing & Reporting Multimedia Screen pop

33 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.33 WFO for Avaya Aura CC 6.0 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 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 CapabilityProduct Contact Recording and Quality Monitoring (CRQM) – non SIP Avaya NES CRQM – 7.0 Workforce ManagementAvaya WFO 10.0 Speech Analytics and Customer FeedbackAvaya / Verint Impact 360 Rls 7.8 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 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 WFO for CC deployments on Avaya Aura CM 5.2.1 will be available in Nov 2010

34 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.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 34 Planned for Nov 2010 MPS Available for  TDM only deployments & SS7 services  Existing customer expansion MPS Available for  TDM only deployments & SS7 services  Existing customer expansion

35 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.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

36 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.36 Deployment, Upgrades & Migration 36

37 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.37 Avaya CCE to Avaya Aura TM CC 6.0 CCE 2.x Windows Server 2000 Windows Server 2003 Windows Server 2008 CCE 5 CCE 4.x O/S Migration 37 Avaya Aura CC 6.0 CCE 3.x CCE 5 CCE 4.x 1.Upgrade OS to Windows Server 2008 and upgrade hardware if required 2.Licenses transfer from CCE like-for-like to Avaya Aura CC 6.0 licenses (e.g. voice for voice) License migration for SS+U customers CCE 3.x

38 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.38 Avaya CCE to Avaya Aura TM CC 6.0 CCE.NET integration 38 Avaya Aura CC 6.0 CC Elite Voice Routing CCE Multimedia Routing CC Reporting Workforce Management Reprogram Reprogram in CC Elite 6.0 / or continue to use Elite with CC 6.1 Use Avaya Aura CC 6.0 reporting Continue to use Adapt to Avaya Aura CC 6.0.Net interface

39 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.39 Avaya Aura CC 6.0 on Avaya Aura CM 5.2.1  SIP Multimedia Contact Center Up to 300 active agents with Avaya Aura for Midsize Enterprise CM 5.2.1 – supported at GA, Jul 30 th, 2010 Up to 1,000 active agents with Avaya Aura CM 5.2.1 available on Aug 27 th, 2010 39 Avaya Aura Communication Manager 5.2 Persistent Conference Media Anchor Point Service Provider Network Application Enablement Server Agent Voice and Deskphone Agent Desktop H.323 and Digital Phone support

40 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.40 Upgrades for CS1000 Contact Centers SCCS 5 Windows Server 2000 Windows Server 2003 Windows Server 2008 SCCS 5 CCMS 7.X CCMS 6.0 CC Express 7.1 O/S Migration 40 Avaya Aura CC 6.0

41 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.41 Greenfield Deployment

42 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.42 Capacity, Switch and OS Support 42  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 Voice AgentsMultimedia Agents Switch Configuration / Availability SIPMLSSIPMLS Avaya CS 1000:1500500015003000 R5.0, 5.5, 6.0, 7.0 Available at GA – Jul 30 Avaya Aura for Midsize Enterprise 300N/A300N/A CM 5.2.1, SES 5.2, AES 5.2, System Platform 5.2 Available at GA – Jul 30 Avaya Aura1000N/A1000N/A CM 5.2.1, SES 5.2, AES 5.2 Available on Aug 27, 2010

43 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.43 Avaya Aura TM Contact Center Suite Roadmap 43

44 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.44 Avaya Aura TM Contact Center Suite – 1H2010 44 1H2010 Voice Portal 5.1 Proactive Outreach Manager 2.0 Proactive Contact 4.2 MPS 3.5 FP2 Call Center 6.0 Avaya Aura CC CMS 16.1 IQ 5.1 Avaya WFO 10.0 Avaya Aura CC Desktop Contact Center Offsite Agent 2.0 IVRWebChatEmail Automated Experience Management Chat Email MMS SMS Video XML Voice Agent Environment Performance Management Reporting Analytics WFO Assisted Experience Management or CS1000 Roadmap content subject to change

45 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.45 Avaya Aura TM Contact Center Suite – 2H2010 45 2H2010 Proactive Contact 4.2.1 MPS 3.5 FP3 Call Center 6.1 Avaya Contact Center Express 5.0 Avaya Aura CC IQ 5.2 Avaya WFO 10.1 Avaya Aura CC Desktop Avaya one-X® Agent 2.5 IVRWebChatEmail Automated Experience Management Chat Email MMS SMS Video XML Voice Agent Environment Performance Management Reporting Analytics WFO Assisted Experience Management or CS1000 Roadmap content subject to change

46 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.46 Avaya Aura TM Contact Center Suite 2H2010 46 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 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 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 Roadmap content subject to change

47 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.47 Avaya Aura TM Contact Center Suite – 1H2011 47 1H2011 Customer Experience Portal 6.0 Proactive Contact 5.0 Call Center 6.2 Interaction Center 7.3 Avaya Aura CC CMS 16.2 Performance Center 6.0 Avaya WFO 10.2 Avaya Aura CC Desktop Avaya one-X® Agent 3.0 IVRWebChatEmail Automated Experience Management Chat Email MMS SMS Video XML Voice Agent Environment Performance Management Reporting Analytics WFO Assisted Experience Management or CS1000 Roadmap content subject to change

48 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.48 Avaya Aura TM Contact Center Suite 1H2011 48 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 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 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 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 Roadmap content subject to change

49 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.49© 2010 Avaya Inc. All rights reserved. Summary 49

50 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.50  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  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 Summary 50

51 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.51 Thank You 51 the old order changeth, yielding place to new…


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