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Avaya Aura ® Contact Center 6.2 NDA Presentation
© 2010 Avaya Inc. All rights reserved. Agenda Avaya Aura Contact Center (AACC) Introduction AACC 6.1 Recap AACC 6.2 Overview Scalability Increases Supported Systems Enhancements to the “AACC Agent Experience” Orchestration (Workflow) Management and Performance Operational Enhancements 2
© 2010 Avaya Inc. All rights reserved. Avaya Aura™ Contact Center 3 What is It? A context-sensitive, inbound/outbound voice and multi-media solution that lets enterprises anticipate, automate and accelerate customer interactions Why does it Matter? Solution addresses end to end experience management Allowing companies to react to Changing demographics, New economic realities Rapidly growing new modes of communication How does it Work? Intelligent, holistic, workflow of multiple media types Customer context preservation throughout interaction Drag and drop Service Creation Environment Common administration and unified reporting Unified agent desktop Integrated progressive and preview outbound dialing Leverages Unified Communications infrastructure of CM or CS1000 Adds Multimedia capability to CM and CC Elite implementations Unified multimedia customer contact Customers VoiceE Mail IM /Chat
© 2010 Avaya Inc. All rights reserved. 4 Voice Portal Integration Embedded soft-phone for Avaya Aura ™ Agent Desktop for Communication Manager Configuration Multimedia Adjunct to CC Elite Workforce Optimization (WFO) Integration Integration with Salesforce.com Avaya Aura™ Contact Center 6.1
© 2010 Avaya Inc. All rights reserved. AACC 6.2 Overview Key Messages AACC and Elite Integration Option – Single, unified agent desktop – Consolidated reporting across channels Context-rich Collaboration – Avaya Aura Session Manager 6.1 with Avaya Aura Presence Services Virtual Contact Center – Multi-site networking between AACC nodes – Avaya Aura Communication Manager, Avaya Session Manager and Avaya NES Communication Server 1000 Business Continuity – Industry leading resiliency and availability 5 A unified, next generation contact center solution Improve First Contact Resolution (FCR) Impact Agent Productivity Reduce Total Cost of Ownership (TCO) via a Centralized Management Model Reduce Total Cost of Ownership (TCO) with virtually zero downtime
© 2010 Avaya Inc. All rights reserved. AACC 6.2 Scalability and Supported Systems Avaya Platform Supported Releases Concurrent Voice Agents Concurrent Multimedia Agents CC Elite Adjunct 3x,4x,5x,6x Per Elite on CM release limit 3,000 Avaya Aura (CM-MBT) 5.2.1300 Avaya Aura (CM Standalone) 5.2.11,000 Avaya Aura (with Session Manager) SM 6.1,CM 6.01, AES 6.1 3,000 CS1000 SIP5.x, 6.x,7.x1,500 CS1000M AML5.x, 6.x, 7.x2,250 CS1000E AML5.x, 6.x3,3503,000 CS1000E AML7.x5,0003,000 6
© 2010 Avaya Inc. All rights reserved. AACC 6.X Server Requirements * Will support up to 600 MM Agents. For 600-1000 MM Agents, a Dual-Quad Xeon is required. ** 16-core server currently under evaluation with a view to replacing existing 8-core offering
© 2010 Avaya Inc. All rights reserved. AACC Server Footprint Guidelines (CM configurations, excl. UC hardware) Figures are guidelines only based on typical configurations.
© 2010 Avaya Inc. All rights reserved. AACC 6.X Capacity Breakpoints 9 500 1000 1500 2000 25003000 Active Concurrent Agents AMS CCMA CCMS CCT CCMM CCMA CCMS CCT CCMM 300 AMS 600 CCMA CCMS CCT AMS CCMM 1000 CCMA CCMS CCT AMS CCMM 2000 AMS CCMA CCMS CCT AMS CCMM AMS 3000 4 servers 5 servers All servers are dual six-core machines. AMS servers are Linux based. 3 servers
© 2010 Avaya Inc. All rights reserved. Avaya Aura Contact Center Supported Phones with AACC 6.2 10 CM Configuration H323 Avaya16xx series IP Deskphones Avaya 46xx series IP Deskphones Avaya 96xx series IP Deskphones One X communicator 5.2 or later Embedded H3232 Softphone within Avaya Aura Agent Desktop Digital Avaya 24xx Digital Phones Avaya 64xx Digital Phones SIP Stack Avaya 96xx series IP Deskphones running the 4620SIPCC load CS1000 Configuration IP/Unistim Stack Avaya 11xx series Deskphone Avaya 12xx series Deskphone Avaya 2002 IP Deskphone Avaya 2050 IP Softphone Avaya 2004 IP Deskphone Avaya 2007 IP Deskphone Digital Avaya 3904 Digital Deskphone Avaya 3905 Digital Deskphone
© 2010 Avaya Inc. All rights reserved. AACC 6.2 Agent Experience Unified Agent Desktop – Fully blended for both AACC and Elite – Ideal for those Call Center Elite customers who want to add AACC – Designed for Call Center Elite customers migrating from either Avaya Interaction Center (IC) and/or Avaya Contact Center Express (CCE) to Avaya Aura Contact Center Multimedia Complete Contact History across Supported Media Types – AACC 6.1 provided contact history of all non-voice contacts – AACC 6.2 provides history for all contact types, including voice 11
© 2010 Avaya Inc. All rights reserved. AACC 6.2 Presence Services Agent Desktop with Integrated Presence Services – Adds support for Avaya Aura® Presence Server – Adds support for Microsoft OCS 2007 Use Customizable Expert Lists – Ensures a dynamic view for the user – Based on keyword analysis Agents can Access “Anywhere Expertise” – Reach other agents or supervisors within your contact center – Reach Non-CC Experts elsewhere in your enterprise 12 Ensure greater opportunity for first call resolution
© 2010 Avaya Inc. All rights reserved. Multimedia Companion for Call Center Elite Voice off Avaya Communication Manager 13 AACC Voice agent licenses are not required when only using multimedia on AACC: Expand Call Center Elite with full multimedia capabilities! Avaya Aura Call Center Elite 6.0 Avaya Aura Communication Manager 6.x Avaya Aura Contact Center 6.2 Voice and Multimedia: Avaya Agent Desktop (AADD) Avaya Voice Portal / Experience Portal (Optional) Avaya Aura Session Manager (Optional) Voice CMSIQ Recording Avaya Contact Center Control Manager (Optional) Unified Agent Administration Unified Agent Desktop Unified Reporting and Performance Management Multimedia
© 2010 Avaya Inc. All rights reserved. 14 Multimedia Companion for Call Center Elite (continued) Unified Agent Administration – Avaya Contact Center Control Manager – Single administration point for adds, moves, changes for Call Center Elite and Avaya Aura ® CC 6.2 agents as well as other Avaya Contact Center Business Unit created solutions Integrated Agent Desktop and Reporting – All contacts through Avaya Aura ® Agent Desktop – Avaya IQ 5.2 reports on both Voice from CC Elite and Multimedia from AACC Unified Voice and Multimedia Contact Management – Call Center Elite voice – existing applications continue uninterrupted (Avaya Voice Portal, Call Management System, Avaya IQ, recording, etc.) – Avaya Aura Contact Center 6.2 multimedia – email, web chat, SMS text, fax and white mail, social media via Avaya Social Media Manager 14 AACC Multimedia – evolving from adjunct to integrated solution
© 2010 Avaya Inc. All rights reserved. AACC 6.2 Agent Greetings Allows agents to pre-record greeting – Agents can record different greetings for each skillset to which they are assigned – Greetings automatically played at start of interaction; gives agent a moment to review customer information – Option to use different greetings for different times of the call-taking day (morning – afternoon – evening) – Default greetings for use if no skillset specific greeting has been recorded 15
© 2010 Avaya Inc. All rights reserved. AACC 6.2 Multimedia Enhancements Web Chat enhancements – Supervisor Web Chat Observe – Supervisor Web Chat Barge-In Leverage Avaya Social Media Manager – Social Media is supported as an Email Contact – Display of contact type and sentiment – Agent interacts with Social Media site 16
© 2010 Avaya Inc. All rights reserved. AACC 6.2 Off-Site Agent Support Facilitate Engagement of Offsite Agents – No special equipment for agents needed – Once logged in, remote agents have access equivalent to an AACC on-site agent, fully under the control of managemen t Available with both CS1000 & Communication Manager – Avaya NES Communication Server 1000 AML: – Similar solution as for Avaya Aura Offsite Agent 6.0 – Administration integrated into CCMA – Avaya Aura Communication Manager with SIP: – Agents can specify telephony modes (such as telecommuter) 17
© 2010 Avaya Inc. All rights reserved. AACC 6.2 Orchestration Avaya Orchestration Designer 6.0 provides a common “Service Creation Environment” for: – Avaya Aura Contact Center 6.2 – Avaya Aura Experience Portal 6.0 Create and manage contact center and self-service applications with a single workflow tool – Combines the best of Avaya NES SCE (Service Creation Environment) and Avaya Dialog Designer – Create workflows for Avaya Aura Contact Center – Create CCXML and VXML applications for Voice Portal (VP), Interactive Response (IR), Media Processing Server (MPS), Interactive Communication Portal (ICP) and/or Avaya Aura Experience Portal 18
© 2010 Avaya Inc. All rights reserved. Avaya Voice Portal 5.1 and Avaya Aura Experience Portal 6.0 integration for Intelligent agent selection Advanced wait treatment IVR treatment (credit card authentication, auto call completion) Software based platform leverages existing IT investments Best in class business continuity Flexible architecture supports tens of thousands of concurrent ports Built in application reporting / analytics Investment protection for legacy applications 19 AVP / AAExP for Self-Service End Customer AACC 6.2 and Self-Service Integration Front-end and Back-end Self Service AACC AACC for Assisted Service Leverage “Experience Portal First” and Mid-Assignment Integration
© 2010 Avaya Inc. All rights reserved. 20 AACC – Workflow Enhancements Introducing some Avaya Business Advocate features into AACC Service Level Workflow (SLW) based on Target Service Level – Service level target instrumental in workflow decisions – Goal: minimize callers experiencing wait times which exceed the targeted service level goal Dynamic Agent/Skillset match based on Target Service Level – Reduces wait time by assigning “dynamic skillsets” to “reserve” agents – Reserve agents activated if skillset Expected Wait Time (EWT) exceeds the targeted service level – When EWT falls below the targeted service level goal, reserve agents released – Administrator selection of AACC EWT or Enhanced EWT
© 2010 Avaya Inc. All rights reserved. AACC 6.2 Management and Performance Avaya IQ 5.2 unifies reporting for Call Center Elite voice and AACC multimedia channels – Supports reporting for multiple contact handling (multiplicity) – Can query by agent name Notes: – Reports on AACC multimedia channels only – Currently AACC Voice contacts are not reporting in IQ; Leverage AACC reporting for AACC voice 21
© 2010 Avaya Inc. All rights reserved. AACC Virtual Contact Center Support 1.Multiple AACC instances are treated as a single virtual agent pool. 2.This means that any skillset can span multiple AACC nodes and leverage Network Skills Based Workflow (NSBW) 3.This “pooling effect” maximizes enterprise service with reserve agent reservation capability 4.AACC Virtual CC Support delivers scale, high availability, and geographic resource distribution 22
© 2010 Avaya Inc. All rights reserved. AACC#3 Communication Manager/ Session Manager AACC#2 CS1000 SIP AACC#1 CS1000 AML 23 Virtual CC Support across Avaya Call Servers Network Control Center (NCC) Skill #1 Skill #2 Skill #3 Skill #4 Skill #5 Network Skillsets AACC Administrator
© 2010 Avaya Inc. All rights reserved. AACC 6.0 (July 2010) AACC 6.1 (November 2010) AACC 6.2 (June 2011) Avaya NES CS1000 AML Campus HA, failover -> ACD Fallback Geographic High Availability, 1 additional data center Avaya MBT Mid-Market Campus High Availability, failover (AACC similar to MBT platform performance) Avaya Communication Manager (CM) + SIP Enablement Services (SES) Avaya NES CS1000 SIP Aura Communication Manager + Session Manager Not Applicable Campus High Availability, MAS HA Geo HA Enhancing Business Continuity High Availability of Media Services and Application Engines 24
© 2010 Avaya Inc. All rights reserved. AACC Delivers Business Continuity! Avaya Media Server preserves sessions during failover Avaya Aura Contact Center core functions provide rapid transition for all key functions in high-availability Zero Touch Auto-Recovery of the Agent Interface – Agent Login, Ready state automatically preserved Preservation of both “session and SIP stack state” in real-time 25
© 2010 Avaya Inc. All rights reserved. 26 Primary Site: Hot Standby Campus AACC WAN AES 6.1 Active AES 6.1 Standby AACC (A)AACC (S) CCMM (S) AACC (W) SM #3 6.1 AACC Geographic + CM Survivable Core Branch: Warm Standby AACC AMS 7.x (S) AMS 7.x (A) SM #1 6.1 SM #2 6.1 CM 6.0.1 Active CM 6.0.1 Standby CM 6.0.1 Standby Survivable Core G4xx AES 6.1 AMS 7.x PSTN RTP SIP TR-87 ASAI SIP TR-87 ASAI Note new name for ESS/LSP : CM Survivable (Processor)
© 2010 Avaya Inc. All rights reserved. Avaya Media Server for CS1000 AML 27 Delivered as part of Avaya Aura® Experience Portal 6.0 Minimum releases: Avaya NES CS1000 7.0 or 7.5 Avaya Aura Contact Center (AACC) 6.2 Delivers AACC integrated IVR capabilities accessed from within the AACC workflow environment Play prompt with treatment ID Collect Caller-Entered Digits (DTMF) digits AMS 7.0 based – utilizes clustering for HA and scale SIP integration to CS1000 Replacement for (but cannot co-reside with) CallPilot
© 2010 Avaya Inc. All rights reserved. 28
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