Presentation is loading. Please wait.

Presentation is loading. Please wait.

Avaya Aura® Contact Center 6.2

Similar presentations


Presentation on theme: "Avaya Aura® Contact Center 6.2"— Presentation transcript:

1 Avaya Aura® Contact Center 6.2
NDA Presentation 2010 Avaya Inc. All rights reserved.

2 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

3 Avaya Aura™ Contact Center
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 Voice E Mail IM /Chat 3

4 Avaya Aura™ Contact Center 6.1
Multimedia Adjunct to CC Elite Embedded soft-phone for Avaya Aura™ Agent Desktop for Communication Manager Configuration Voice Portal Integration Workforce Optimization (WFO) Integration Integration with Salesforce.com 2010 Avaya Inc. All rights reserved.

5 AACC 6.2 Overview Key Messages
A unified, next generation contact center solution 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 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

6 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) 5.2.1 300 Avaya Aura (CM Standalone) 1,000 Avaya Aura (with Session Manager) SM 6.1,CM 6.01, AES 6.1 CS1000 SIP 5.x, 6.x,7.x 1,500 CS1000M AML 5.x, 6.x, 7.x 2,250 CS1000E AML 5.x, 6.x 3,350 7.x 5,000 2010 Avaya Inc. All rights reserved.

7 AACC 6.X Server Requirements
Minimum (installing on existing infrastructure) CCMS CCMA CCT CCMM NCC AMS CPU Quad Xeon 2.8GHz Quad Xeon 2.8GHz * Dual Xeon 2.0GHz Dual Quad Xeon 2.5GHz No. Cores 4 2 8 RAM (GB) Disk Type(s) and Speed (Min) SCSI, SATA, SAS rpm SCSI, SATA, SAS rpm Minimum Disk Size (GB) 260 60 81 440 83 150 Network Interface 100MBit/s Recommended (installing on new infrastructure) CCMS , CCMA, CCT Co-Res CCMM NCC AMS CPU Dual Six-Core Xeon 2.4GHz (or greater) No. Cores 12 RAM (GB) Disk Type(s) and Speed (Min) SCSI, SATA, SAS rpm SCSI, SATA, SAS rpm Minimum Disk Size (GB) 500 1000 100 150 Network Interface 1000MBit/s * Will support up to 600 MM Agents. For MM Agents, a Dual-Quad Xeon is required. ** 16-core server currently under evaluation with a view to replacing existing 8-core offering

8 Multi-Server Configurations Multi-Server Configurations
AACC Server Footprint Guidelines (CM configurations, excl. UC hardware) AACC 6.0/6.1 (Based on IBM x3550M2 Server) Single Server Multi-Server Configurations Voice-Only Voice + Multimedia Voice Agents 200 500 1000 400 600 Multimedia Agents ( , Web Comms, IM) N/A Co-Resident MAS Yes No No. AACC App Servers 1 2 No. MAS Servers Total No. Servers 3 4 AACC 6.2 (Based on IBM x3550M3 Server) Single Server Multi-Server Configurations Voice-Only Voice + Multimedia Voice Agents 300 1000 1500 500 3000 Multimedia Agents ( , Web Comms, IM) N/A Co-Resident MAS Yes No No. AACC App Servers 1 2 No. MAS Servers (Linux) 3 Total No. Servers (non-HA) 5 Total No. Servers (HA) 4 6 10 Figures are guidelines only based on typical configurations.

9 AACC 6.X Capacity Breakpoints
Active Concurrent Agents 500 1000 1500 2000 2500 3000 300 1000 2000 3000 AMS CCMA CCMS CCT CCMM CCMS CCMS CCMS CCMA CCMA CCMA CCT CCT CCT CCMM CCMM CCMM 600 AMS AMS AMS CCMA CCMS CCT CCMM 3 servers AMS AMS 4 servers AMS All servers are dual six-core machines. AMS servers are Linux based. 5 servers AMS

10 Avaya Aura Contact Center Supported Phones with AACC 6.2
Avaya Corporate Presentation Avaya Aura Contact Center Supported Phones with AACC 6.2 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 Avaya 3904 Digital Deskphone Avaya 3905 Digital Deskphone Advanced skbr = data directed routing © 2004 Avaya

11 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 Target is new customers and CM/Elite customers who want to add AACC multimedia 2010 Avaya Inc. All rights reserved.

12 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 Ensure greater opportunity for first call resolution Target is new customers and CM/Elite customers who want to add AACC multimedia 2010 Avaya Inc. All rights reserved.

13 Multimedia Companion for Call Center Elite Voice off Avaya Communication Manager
Voice and Multimedia: Avaya Agent Desktop (AADD) Voice Avaya Contact Center Control Manager (Optional) Avaya Aura Contact Center 6.2 CMS IQ Avaya Aura Call Center Elite 6.0 Recording Avaya Aura Communication Manager 6.x Unified Agent Administration Unified Agent Desktop Unified Reporting and Performance Management Avaya Voice Portal / Experience Portal (Optional) In Avaya Aura Contact Center 6.1, the agent desktop, reporting, and voice and multimedia contact handling will be discrete. Avaya Aura Contact Center 6.1 handles the multimedia aspects of the multi-channel contact center, while Call Center Elite with or without Business Advocate continues to deliver reliable and high quality voice. However, the newly available Avaya Contact Center Control Manager can be optionally deployed to unify agent administration between the voice only and the non-voice multimedia aspects of the solution. These are described in greater detail in the next chart. Avaya Aura Session Manager (Optional) AACC Voice agent licenses are not required when only using multimedia on AACC: Expand Call Center Elite with full multimedia capabilities! 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 , web chat, SMS text, fax and white mail, social media via Avaya Social Media Manager Details as outlined on the chart… Social Media Integration - Avaya Professional Service offer AACC Multimedia – evolving from adjunct to integrated solution 14 2010 Avaya Inc. All rights reserved. 2010 Avaya Inc. All rights reserved. 14

15 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

16 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 Contact Display of contact type and sentiment Agent interacts with Social Media site Avaya Customer Connections Social Media Manager Components Social Media Manager is comprised of Avaya Products, Avaya Professional Services and customer-provided 3rd Party Hardware and Software. https://enterpriseportal.avaya.com/ptlWeb/gs/products/P0793/AllCollateral Avaya Social Media Manager Offer Definition (101 kb)     With AACC 6.2 productised (ie without the need for integration services) we get Social media supported as an contact Display of contact type and sentiment Agent interaction with Social Media site 2010 Avaya Inc. All rights reserved.

17 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 management 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) AAOA adds offsite agent capabilities to the Avaya Aura Contact Center Extends contact center calls to an agents home/mobile phone without the need of agent requiring any special equipment Once logged in, remote agents have access equivalent to an on-site agent, fully under the control of management Solution offer differs per switch deployment Communication Server 1000 (AML) Similar solution as for AAOA 6.0 (E1/T1 Lineside, Audiocodes) Administration integrated into CCMA Communication Manager (SIP) Telecommuter Mode – Agents can nominate telephony modes after launching Avaya Aura Agent Desktop 2010 Avaya Inc. All rights reserved.

18 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 Graphical Use Interface refresh of AACC 6.0 / 6.1 Service Creation Environment to adopt Orchestration Designer elements and icons Compatible with AACC 6.0/6.1 Service Creation Environment and supports the same feature set, import capabilities and text editor 2010 Avaya Inc. All rights reserved.

19 AACC 6.2 and Self-Service Integration
Front-end and Back-end Self Service End Customer 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 AACC The Avaya Voice Portal and Avaya Aura Experience Portal can be applied as the front-end and back-end to an Avaya AuraTM Contact Center. It enables improved Identification and Validation and match with the most appropriate resource in the enterprise. The Identification and validation can be done through Caller ID, DTMF driven menus, speech entries by the caller as well as by parsing the SIP signalling. AVP can also collect digits and pass it to Avaya Aura Contact Center for driving screen pop. When a caller is identified it is for instance possible to play personalized announcements, to make the waiting time more comfortable. Voice Portal can select a self-service application which accomplishes preparation work ahead of agent selection and handling allowing for faster resolution of customer issues at lower cost. Voice Portal has been architected to meet the most stringent scalable performance and “high availability” requirements that today’s mission- critical speech-enabled communications applications demand. Voice Portal collects a rich set of call, session, and application record detail that can be presented within fully customizable web-based reports. Voice Portal also includes centralized reporting for multiple Voice Portal clusters to get an “Enterprise View” of all self-service capabilities whether across town or around the world. AACC 6.2 adds support for back-end integration to facilitiate functionality such as credit card authentication and auto call completion. Intelligent Agent Selection based on ID&V (advanced segmentation) ANI, DNIS, DTMF or Speech entry and SIP parsing AACC for Assisted Service AVP / AAExP for Self-Service Leverage “Experience Portal First” and Mid-Assignment Integration

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 Service Level workflow (SLR) based on Target Service Level Enhanced workflow strategy where the service level is taken into consideration with the goal of minimizing the number of callers experiencing wait times which exceed the service level Dynamic Agent and Skillset match based on Target Service Level Further reduces wait time by assigning “dynamic skillsets” to “reserve” agents, triggered by the skillset Expected Wait Time exceeding the service level i.e. extra agents can be made available. When the EWT falls below the service level the assignments are removed. Note: Predicted Wait Time routing (an estimation of the time a call will wait for service in a call queue if the currently available agent does not answer the call) is not supported with AACC 6.2. 2010 Avaya Inc. All rights reserved. 20

21 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 21

22 AACC Virtual Contact Center Support
Multiple AACC instances are treated as a single virtual agent pool. This means that any skillset can span multiple AACC nodes and leverage Network Skills Based Workflow (NSBW) This “pooling effect” maximizes enterprise service with reserve agent reservation capability AACC Virtual CC Support delivers scale, high availability, and geographic resource distribution Avaya Aura Contact Center Avaya Aura Contact Center Avaya Aura Contact Center AACC incorporates an embedded Virtual Contact Center capability that allows agents distributed across multiple AACC instances to be treated as a single virtual agent pool. Any AACC skillset can be configured to aggregate agents across multiple AACC nodes - often referred to as Network Skills Based Workflow(NSBW). Delivers agent based workflow with a unique agent reservation capability to maximize service delivery. Can be used to deliver scale and high availability as well as effective geographic resource distribution. Avaya Aura Contact Center

23 Communication Manager/ Session Manager
Virtual CC Support across Avaya Call Servers AACC#3 Communication Manager/ Session Manager AACC#1 CS1000 AML AACC#2 CS1000 SIP Skill #1 Skill #2 Skill #4 Network Skillsets Skill #3 Skill #5 AACC Administrator Network Control Center (NCC)

24 Enhancing Business Continuity High Availability of Media Services and Application Engines
AACC 6.0 (July 2010) AACC (November 2010) AACC (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 Details re: switchover times: Avaya NES CS1000 AML Campus HA, 30 second failover + ACD Fallback Geographic High Availability, 1 additional data center Avaya MBT, Avaya Communication Manager (CM) + SIP Enablement Services (SES), Avaya NES CS1000 SIP Mid-Market Campus High Availability, 3 minute failover (AACC similar to MBT platform performance) Aura Session Manager with AACC 6.2 Campus High Availability, Sub-Second. MAS HA Geo HA 2010 Avaya Inc. All rights reserved.

25 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

26 Primary Site: Hot Standby Campus AACC Branch: Warm Standby AACC
AACC Geographic + CM Survivable Core Primary Site: Hot Standby Campus AACC Branch: Warm Standby AACC AACC (W) AMS 7.x (A) AACC (A) AACC (S) TR-87 AMS 7.x AMS 7.x (S) TR-87 AES 6.1 Active AES 6.1 Standby AES 6.1 SIP ASAI SIP ASAI WAN SM #1 6.1 SM #2 6.1 SM #3 6.1 CCMM (S) CM Active CM 6.0.1 Standby Survivable Core RTP G4xx G4xx PSTN Note new name for ESS/LSP : CM Survivable (Processor)

27 Avaya Media Server for CS1000 AML
Delivered as part of Avaya Aura® Experience Portal 6.0 Minimum releases: Avaya NES CS 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

28 2010 Avaya Inc. All rights reserved.


Download ppt "Avaya Aura® Contact Center 6.2"

Similar presentations


Ads by Google