Presentation on theme: "Avaya Aura® Contact Center 6.2"— Presentation transcript:
1 Avaya Aura® Contact Center 6.2 NDA Presentation2010 Avaya Inc. All rights reserved.
2 Agenda Avaya Aura Contact Center (AACC) Introduction AACC 6.1 Recap AACC 6.2 OverviewScalability IncreasesSupported SystemsEnhancements to the “AACC Agent Experience”Orchestration (Workflow)Management and PerformanceOperational 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 interactionsWhy does it Matter?Solution addresses end to end experience managementAllowing companies to react toChanging demographics,New economic realitiesRapidly growing new modes of communicationHow does it Work?Intelligent, holistic, workflow of multiple media typesCustomer context preservation throughout interactionDrag and drop Service Creation EnvironmentCommon administration and unified reportingUnified agent desktopIntegrated progressive and preview outbound dialingLeverages Unified Communications infrastructure of CM or CS1000Adds Multimedia capability to CM and CC Elite implementationsUnified multimedia customer contactCustomersVoiceE MailIM /Chat3
4 Avaya Aura™ Contact Center 6.1 Multimedia Adjunct to CC EliteEmbedded soft-phone for Avaya Aura™ Agent Desktop for Communication Manager ConfigurationVoice Portal IntegrationWorkforce Optimization (WFO) IntegrationIntegration with Salesforce.com2010 Avaya Inc. All rights reserved.
5 AACC 6.2 Overview Key Messages A unified, next generation contact center solutionAACC and Elite Integration OptionSingle, unified agent desktopConsolidated reporting across channelsContext-rich CollaborationAvaya Aura Session Manager 6.1 with Avaya Aura Presence ServicesVirtual Contact CenterMulti-site networking between AACC nodesAvaya Aura Communication Manager, Avaya Session Manager and Avaya NES Communication Server 1000Business ContinuityIndustry leading resiliency and availabilityImprove First Contact Resolution (FCR) Impact Agent ProductivityReduce Total Cost of Ownership (TCO) via a Centralized Management ModelReduce Total Cost of Ownership (TCO) with virtually zero downtime
6 AACC 6.2 Scalability and Supported Systems Avaya PlatformSupported ReleasesConcurrent Voice AgentsConcurrent Multimedia AgentsCC Elite Adjunct3x,4x,5x,6xPer Elite on CM release limit3,000Avaya Aura(CM-MBT)5.2.1300Avaya Aura(CM Standalone)1,000Avaya Aura (with Session Manager)SM 6.1,CM 6.01, AES 6.1CS1000 SIP5.x, 6.x,7.x1,500CS1000M AML5.x, 6.x, 7.x2,250CS1000E AML5.x, 6.x3,3507.x5,0002010 Avaya Inc. All rights reserved.
7 AACC 6.X Server Requirements Minimum (installing on existing infrastructure)CCMSCCMACCTCCMMNCCAMSCPUQuad Xeon 2.8GHzQuad Xeon 2.8GHz *Dual Xeon 2.0GHzDual Quad Xeon 2.5GHzNo. Cores428RAM (GB)Disk Type(s) and Speed (Min)SCSI, SATA, SAS rpmSCSI, SATA, SAS rpmMinimum Disk Size (GB)260608144083150Network Interface100MBit/sRecommended (installing on new infrastructure)CCMS , CCMA, CCT Co-ResCCMMNCCAMSCPUDual Six-Core Xeon 2.4GHz (or greater)No. Cores12RAM (GB)Disk Type(s) and Speed (Min)SCSI, SATA, SAS rpmSCSI, SATA, SAS rpmMinimum Disk Size (GB)5001000100150Network Interface1000MBit/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 ServerMulti-Server ConfigurationsVoice-OnlyVoice + MultimediaVoice Agents2005001000400600Multimedia Agents ( , Web Comms, IM)N/ACo-Resident MASYesNoNo. AACC App Servers12No. MAS ServersTotal No. Servers34AACC 6.2 (Based on IBM x3550M3 Server)Single ServerMulti-Server ConfigurationsVoice-OnlyVoice + MultimediaVoice Agents300100015005003000Multimedia Agents ( , Web Comms, IM)N/ACo-Resident MASYesNoNo. AACC App Servers12No. MAS Servers (Linux)3Total No. Servers (non-HA)5Total No. Servers (HA)4610Figures are guidelines only based on typical configurations.
9 AACC 6.X Capacity Breakpoints Active Concurrent Agents50010001500200025003000300100020003000AMSCCMACCMSCCTCCMMCCMSCCMSCCMSCCMACCMACCMACCTCCTCCTCCMMCCMMCCMM600AMSAMSAMSCCMACCMSCCTCCMM3 serversAMSAMS4 serversAMSAll servers are dual six-core machines.AMS servers are Linux based.5 serversAMS
11 AACC 6.2 Agent Experience Unified Agent Desktop Fully blended for both AACC and EliteIdeal for those Call Center Elite customers who want to add AACCDesigned for Call Center Elite customers migrating from either Avaya Interaction Center (IC) and/or Avaya Contact Center Express (CCE) to Avaya Aura Contact Center MultimediaComplete Contact History across Supported Media TypesAACC 6.1 provided contact history of all non-voice contactsAACC 6.2 provides history for all contact types, including voiceTarget is new customers and CM/Elite customers who want to add AACC multimedia2010 Avaya Inc. All rights reserved.
12 AACC 6.2 Presence Services Agent Desktop with Integrated Presence ServicesAdds support for Avaya Aura® Presence ServerAdds support for Microsoft OCS 2007Use Customizable Expert ListsEnsures a dynamic view for the userBased on keyword analysisAgents can Access “Anywhere Expertise”Reach other agents or supervisors within your contact centerReach Non-CC Experts elsewhere in your enterpriseEnsure greater opportunity for first call resolutionTarget is new customers and CM/Elite customers who want to add AACC multimedia2010 Avaya Inc. All rights reserved.
13 Multimedia Companion for Call Center Elite Voice off Avaya Communication Manager Voice and Multimedia: Avaya Agent Desktop (AADD)VoiceAvaya Contact Center Control Manager (Optional)Avaya Aura Contact Center 6.2CMSIQAvaya Aura Call Center Elite 6.0RecordingAvaya Aura Communication Manager 6.xUnified Agent AdministrationUnified Agent DesktopUnified Reporting and Performance ManagementAvaya 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 AdministrationAvaya Contact Center Control ManagerSingle 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 solutionsIntegrated Agent Desktop and ReportingAll contacts through Avaya Aura ® Agent DesktopAvaya IQ 5.2 reports on both Voice from CC Elite and Multimedia from AACCUnified Voice and Multimedia Contact ManagementCall Center Elite voiceexisting 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 ManagerDetails as outlined on the chart…Social Media Integration - Avaya Professional Service offerAACC Multimedia – evolving from adjunct to integrated solution142010 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 assignedGreetings automatically played at start of interaction; gives agent a moment to review customer informationOption 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 enhancementsSupervisor Web Chat ObserveSupervisor Web Chat Barge-InLeverage Avaya Social Media ManagerSocial Media is supported as an ContactDisplay of contact type and sentimentAgent interacts with Social Media siteAvaya Customer Connections Social Media Manager ComponentsSocial Media Manager is comprised of Avaya Products, Avaya Professional Services and customer-provided3rd Party Hardware and Software.https://enterpriseportal.avaya.com/ptlWeb/gs/products/P0793/AllCollateralAvaya Social Media Manager Offer Definition (101 kb) With AACC 6.2 productised (ie without the need for integration services) we getSocial media supported as an contactDisplay of contact type and sentimentAgent interaction with Social Media site2010 Avaya Inc. All rights reserved.
17 AACC 6.2 Off-Site Agent Support Facilitate Engagement of Offsite AgentsNo special equipment for agents neededOnce logged in, remote agents have access equivalent to an AACC on-site agent, fully under the control of managementAvailable with both CS1000 & Communication ManagerAvaya NES Communication Server 1000 AML:Similar solution as for Avaya Aura Offsite Agent 6.0Administration integrated into CCMAAvaya Aura Communication Manager with SIP:Agents can specify telephony modes (such as telecommuter)AAOA adds offsite agent capabilities to the Avaya Aura Contact CenterExtends contact center calls to an agents home/mobile phone without the need of agent requiring any special equipmentOnce logged in, remote agents have access equivalent to an on-site agent, fully under the control of managementSolution offer differs per switch deploymentCommunication Server 1000 (AML)Similar solution as for AAOA 6.0 (E1/T1 Lineside, Audiocodes)Administration integrated into CCMACommunication Manager (SIP)Telecommuter Mode – Agents can nominate telephony modes after launching Avaya Aura Agent Desktop2010 Avaya Inc. All rights reserved.
18 AACC 6.2 OrchestrationAvaya Orchestration Designer 6.0 provides a common “Service Creation Environment” for:Avaya Aura Contact Center 6.2Avaya Aura Experience Portal 6.0Create and manage contact center and self-service applications with a single workflow toolCombines the best of Avaya NES SCE (Service Creation Environment) and Avaya Dialog DesignerCreate workflows for Avaya Aura Contact CenterCreate CCXML and VXML applications for Voice Portal (VP), Interactive Response (IR), Media Processing Server (MPS), Interactive Communication Portal (ICP) and/or Avaya Aura Experience PortalGraphical Use Interface refresh of AACC 6.0 / 6.1 Service Creation Environment to adopt Orchestration Designer elements and iconsCompatible with AACC 6.0/6.1 Service Creation Environment and supports the same feature set, import capabilities and text editor2010 Avaya Inc. All rights reserved.
19 AACC 6.2 and Self-Service Integration Front-end and Back-end Self ServiceEnd CustomerAvaya Voice Portal 5.1 and Avaya Aura Experience Portal 6.0 integration forIntelligent agent selectionAdvanced wait treatmentIVR treatment (credit card authentication, auto call completion)Software based platform leverages existing IT investmentsBest in class business continuityFlexible architecture supports tens of thousands of concurrent portsBuilt in application reporting / analyticsInvestment protection for legacy applicationsAACCThe 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 parsingAACC forAssisted ServiceAVP / AAExPfor Self-ServiceLeverage “Experience Portal First” and Mid-Assignment Integration
20 AACC – Workflow Enhancements Introducing some Avaya Business Advocate features into AACCService Level Workflow (SLW) based on Target Service LevelService level target instrumental in workflow decisionsGoal: minimize callers experiencing wait times which exceed the targeted service level goalDynamic Agent/Skillset match based on Target Service LevelReduces wait time by assigning “dynamic skillsets” to “reserve” agentsReserve agents activated if skillset Expected Wait Time (EWT) exceeds the targeted service levelWhen EWT falls below the targeted service level goal, reserve agents releasedAdministrator selection of AACC EWT or Enhanced EWTService Level workflow (SLR) based on Target Service LevelEnhanced 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 levelDynamic Agent and Skillset match based on Target Service LevelFurther 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 channelsSupports reporting for multiple contact handling (multiplicity)Can query by agent nameNotes:Reports on AACC multimedia channels onlyCurrently AACC Voice contacts are not reporting in IQ; Leverage AACC reporting for AACC voice2121
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 capabilityAACC Virtual CC Support delivers scale, high availability, and geographic resource distributionAvaya Aura Contact CenterAvaya Aura Contact CenterAvaya Aura Contact CenterAACC 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 ServersAACC#3Communication Manager/ Session ManagerAACC#1CS1000 AMLAACC#2CS1000 SIPSkill #1Skill #2Skill #4Network SkillsetsSkill #3Skill #5AACC AdministratorNetwork 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 AMLCampus HA, failover -> ACD FallbackGeographic High Availability, 1 additional data centerAvaya MBTMid-Market Campus High Availability, failover(AACC similar to MBT platform performance)Avaya Communication Manager (CM) + SIP Enablement Services (SES)Avaya NES CS1000 SIPAura Communication Manager + Session ManagerNot ApplicableCampus High Availability, MAS HA Geo HADetails re: switchover times:Avaya NES CS1000 AMLCampus HA, 30 second failover + ACD FallbackGeographic High Availability, 1 additional data centerAvaya MBT, Avaya Communication Manager (CM) + SIP Enablement Services (SES), Avaya NES CS1000 SIPMid-Market Campus High Availability, 3 minute failover(AACC similar to MBT platform performance)Aura Session Manager with AACC 6.2Campus High Availability, Sub-Second. MAS HA Geo HA2010 Avaya Inc. All rights reserved.
25 AACC Delivers Business Continuity! Avaya Media Server preserves sessions during failoverAvaya Aura Contact Center core functions provide rapid transition for all key functions in high-availabilityZero Touch Auto-Recovery of the Agent InterfaceAgent Login, Ready state automatically preservedPreservation 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 CorePrimary Site: Hot Standby Campus AACCBranch: Warm Standby AACCAACC (W)AMS 7.x (A)AACC (A)AACC (S)TR-87AMS 7.xAMS 7.x (S)TR-87AES 6.1 ActiveAES 6.1 StandbyAES 6.1SIPASAISIPASAIWANSM #1 6.1SM #2 6.1SM #3 6.1CCMM (S)CM ActiveCM 6.0.1StandbySurvivable CoreRTPG4xxG4xxPSTNNote new name for ESS/LSP : CM Survivable (Processor)
27 Avaya Media Server for CS1000 AML Delivered as part of Avaya Aura® Experience Portal 6.0Minimum releases:Avaya NES CS or 7.5Avaya Aura Contact Center (AACC) 6.2Delivers AACC integrated IVR capabilities accessed from within the AACC workflow environmentPlay prompt with treatment IDCollect Caller-Entered Digits (DTMF) digitsAMS 7.0 based – utilizes clustering for HA and scaleSIP integration to CS1000Replacement for (but cannot co-reside with) CallPilot