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Copyright© 2003 Avaya Inc. All rights reserved Transforming the Contact Center Speed, Simplicity, Evolution, Growth For use by Analyst Not to be Distributed Ted Bray Director Self Service Product Management Laura Disciullo Director ECAD Product Management NDA until Announcement August 2004
2 Copyright © 2003 Avaya Inc. All rights reserved Whats New in Avaya Contact Center Solutions Speed, Simplicity, Evolution, Growth Individualized call routing Advanced Segmentation Routing uses integrated, data-driven workflows to improve personalization effectiveness; first step to contact center migration for installed base Mid-sized IP contact center solution Affordable, fast-to-deploy multichannel Contact Center Express extending enterprise class routing and resiliency to the mid market Open Standards Speech Application Tools Combines modular toolkit and pre-built best practices component library to speed integration and deployment Advanced IP call recording Simple, software-based, lower-cost call recording on demand New options for outsourcing contact center management Implementation, integration, management, maintenance, daily optimization
3 Copyright © 2003 Avaya Inc. All rights reserved The Avaya Communications Architecture Reduce Costs, Lower Risk, Grow Revenues Security & Business Continuity Services Convergence Services Implementation & Integration Services Network & Applications Consulting Services Maintenance Services Managed Services Gateways Smart Devices Avaya MultiVantage Communications Applications Telephony Contact Center Messaging Communication Services Servers Application Development System & Network Management Unified Access Converged Infrastructure Unified Communication Network Infrastructure User Agents Business Applications © 2003 Avaya Inc
4 Copyright © 2003 Avaya Inc. All rights reserved Driving forward enterprise call center leadership –To provide leadership in real-time contact management applications –To extend enterprise class capabilities to mid market Building a foundation for flexibility –Quality and simplicity –Common code and processes –Integrated, standards-based – IP, SIP, J2EE, web services –Modularized for migration through easy steps: path, pace, choice Increasing the value and efficiency of business communication Avaya MultiVantage Communications Applications Strategy Delivering New Value To Customers Simplifying the Path to Seamless IP-enabled Business Communications
5 Copyright © 2003 Avaya Inc. All rights reserved Framework for Distributed, Integrated Communications Applications Converged communications applications that enrich relationships, lower costs, increase services velocity Establishing communications middleware –To address industry-wide high-cost, fragmented applications architecture Faster deployment of robust, integrated services –Pre-built modules for CTI, SIP, routing, notification, collaboration, speech Common routing engine or other core communication services – To deploy services like proactive contact Easy communications enablement of enterprise applications –Common APIs, expertise from Avaya, ISVs, and BusinessPartners
6 Copyright © 2003 Avaya Inc. All rights reserved Typical Enterprise Communication Applications Isolated and Fragmented Disaggregated Point Solutions = Higher Total Cost of Ownership, Lower Business Productivity, Higher Customer Dissatisfaction Inbound ACD Voice Quality Monitoring and Recording Management and Administration CRM Applications Reporting Outbound Dialer Quality Monitoring and Recording Management and Administration CRM Applications Reporting IVR & Speech Applications Quality Monitoring and Recording Management and Administration CRM Applications Reporting Quality Monitoring and Recording Management and Administration CRM Applications Reporting Web Quality Monitoring and Recording Management and Administration CRM Applications Reporting Messaging Management and Administration Reporting Contact Center
7 Copyright © 2003 Avaya Inc. All rights reserved The Avaya MultiVantage Communication Applications Vision Contact Center Enterprise Manager Office Worker Remote Agents Branch Agents Resident Expert Management and Administration Reporting Common Business Rules Common Service Levels Avaya Call Center Avaya Interaction Center Avaya Interaction Center Web Avaya Interactive Response Avaya Outbound Dialer Siebel PeopleSoft SAP Avaya Quality & Call Recording Avaya Modular Messaging Avaya Workforce Management Modular, Open Communications Solutions = Lower Total Cost of Ownership, Higher Productivity, Improve Customer Satisfaction
8 Copyright © 2003 Avaya Inc. All rights reserved Integrating Avaya contact center expertise into a single, modular, open suite Contact Center Solutions Approach Avaya Customer Interaction Suite Modular Scalable, cost-effective choices Open Integrates with leading business applications, communication platforms Distributed Flattens, consolidates, connects locations with Avaya IP Telephony Integrated Common applications simplify migration, deployment, management
9 Copyright © 2003 Avaya Inc. All rights reserved Whats New in Contact Management Avaya Call Center - Advanced Segmentation Improves Delivery of Individualized Service Individualized call routing uses packaged workflows and real-time data queries to define value, context, relationship First simple step towards communications- enabling business process Increases contact center effectiveness and personalization Boosts customer satisfaction driving greater lifetime value Leverages full benefits of Avaya Call Center, CMS, and Communication Manager Complements Service Level Maximizer, Business Advocate routing solutions Based on patented carrier-class routing technologies designed by Avaya Labs Adding cost-effective CTI-like functionality for ~$125/agent GLOBALLY AVAILABLE NOW
10 Copyright © 2003 Avaya Inc. All rights reserved Whats New for the Mid-Market Avaya Contact Center Express – Enterprise Class at Mid-Market Simplicity, Price Robust solution enriches customer experience, increases agent efficiency Customer installable, easy-to-maintain, easy-to-support multichannel solution Leverages sophisticated Avaya routing capabilities without complexity, cost Simple multichannel management using Avaya Call Management System Scalable solution for up to 150 agents on Avaya Communication Manager Outbound Web Chat Voice CCE Media Director Work Item Requests Work Item Routed to Agent Avaya Communication Manager Media Routed to Agent Desktop Full featured mid-sized enterprise contact center capabilities starting at $425 per user GLOBALLY AVAILABLE July 2004
11 Copyright © 2003 Avaya Inc. All rights reserved Whats New in Self Service Avaya Speech Applications Builder – Rapid Speech Self Service Creation, Integration Addresses need for lower-cost, faster- to-deploy speech self service Component-based architecture speeds development, testing, deployment Pre-built component library captures best practices in speech design Customer Interaction Suite integration lowers costs, time to market up to 40% Easy deployment of VoiceXML and IP applications on Interactive Response Improves manageability with detailed reporting, recording, logging Bringing best business practices to speech routing beginning at $565 per port GLOBALLY AVAILABLE NOW
12 Copyright © 2003 Avaya Inc. All rights reserved Whats New in Call Recording Secure, Software-Based IP Call Recording – Improves Enterprise Operations Effectiveness Cost-effective, on-demand call recording for enterprise agents and employees Helps address enterprise security and regulatory compliance requirements Improves effectiveness by optimizing enterprise processes – from claims adjustment to media script reviews Simple IP recording and retrieval using Witness ContactStore, Witness Quality First Avaya application to leverage Avaya Communication Manager API Why IP telephony applications? -- driving data-driven call recording applications into the enterprise for approximately $1450 per seat GLOBALLY AVAILABLE NOW
13 Copyright © 2003 Avaya Inc. All rights reserved Growing Base of New Customers Contact Center Express UpSource extends Avaya call center with Contact Center Express to grow revenues from , outbound services Seeking affordable, self deployable, flexible contact center migration Leverages existing business logic and Avaya Call Center infrastructure Targeting one week installation and implementation Speech Applications Builder Barclays adopts Speech Applications Builder approach to rapidly address explosive customer growth Invested in speech to increase services accessibility, improve closure rates Three applications designed, tested, and deployed within 6 months; Identity verification, transaction and bill payment, account history lookup Advanced Segmentation Fanuc Robotics improves transaction velocity and services personalization with Advanced Segmentation Individualizes customer routing with real-time query of PeopleSoft CRM, RMA, account, and case history data Targeting reduction in average call handling time and improved customer satisfaction Avaya IP Call Recording NuSkin deploys Avaya IP Call Recording to simplify business operations, improve customer experience Moved from a sporadic, fragmented solution to a single, consistent call recording practice for entire business ON NDA
14 Copyright © 2003 Avaya Inc. All rights reserved Avaya Global Services Complete Global Services Global multivendor communications solutions expertise Strategic consultation, integration, implementation, maintenance Complex integrations of Avaya Communications Architecture Clients choice of networks, platforms, applications New contact center services outsourcing delivery models Leveraging Avaya to implement, integrate, manage, maintain, and optimize communications solutions.
15 Copyright © 2003 Avaya Inc. All rights reserved Contact Center Technology Outsourcing Solution Avaya Global Services Contact Center Technology Outsourcing Solution Turn-key solution for contact center infrastructure- implementation, integration, management, maintenance, daily optimization Avaya assumes operational and managerial Control - of a customers contact center and back office technology, infrastructure and applications. Single point of contact - for management, maintenance and ongoing implementations Comprehensive set of services - including program management and consulting (professional services) Management of contact center networks & infrastructure components - including applications and 3 rd party vendors Full managed services Clear Service Level Agreements A single, monthly, per-seat price for all services and products provided. Price is guaranteed - based on scope of contract regardless of hours or volume of transactions.
16 Copyright © 2003 Avaya Inc. All rights reserved Customer Interaction Suite Roadmap Future 2005 Today Customer Interaction Suite Simplified pricing/packaging Mid-market solutions Contact Management Generalized Business Advocate: multivendor, multilocation, ACD- independent Advanced Segmentation Network pre-route solution Self Service Increased speech scalability Software-only model Internationalization Speech application design environment Proactive Contact PG230 Proactive Contact Gateway Regulatory compliance Operational Excellence Increased capacities Greatly enhanced real-time Simpler call recording interfaces leveraging IP Agent Performance solutions Customer Interaction Suite Additional mid-market solutions Tighter integration of separate products into single software suite Contact Management Thin client interface Web Server Support (ex: WebSphere) MultiVantage Application API for CTI License portability Self Service VoiceXML development tools Basic Data Access Web Services SIP capabilities Natural language call routing application Proactive Contact Single Outbound solution Notification services Express solution for mid-market Linux support Operational Excellence Common reporting platform Linux & Microsoft platform support for reporting Increased distributed site support Contact Management SIP capabilities Platform upgrades and further multivendor integration Hosted CRM solution enhancements Common administration improvements Vertical market solutions Expanded knowledge management Self Service Additional vertical applications Enhancements to redundancy and failover Broader commonality of self service across media Proactive Contact SIP Service Multi-channel campaign management Channel support for SMS & IM Outbound proactive applications Operational Excellence Reporting platform consolidation enhancements
17 Copyright © 2003 Avaya Inc. All rights reserved Transforming the Contact Center Speed, Simplicity, Evolution, Growth Avaya Applications Strategy Continued evolution toward simplifying delivery of seamless, IP-enabled enterprise communications Call Center Advanced Segmentation A simple first step towards communications enablement and individualized service Contact Center Express Complete, simple-to-deploy enterprise class IP contact center solution at a mid-market price Speech Applications Builder VoiceXML-based tools and best practices component library speed integration and lower cost Advanced Call Recording Secure, affordable IP call recording on demand for agents and employees
Copyright© 2003 Avaya Inc. All rights reserved Backup
19 Copyright © 2003 Avaya Inc. All rights reserved A Complete Customer Interaction Management Solution Avaya Competitive View A Complete Customer Interaction Management Solution Sources: (1) N.A. Contact Center Infrastructure Magic Quadrant, 2003, Gartner, Inc, Bern Elliot, Drew Kraus, 17 June 2003 (2) Customer Interaction Suites, MetaGroup, Larry Velez. December 2003 (3), Predictive Dialing, Regulatory Requirements: Roadmap to Compliance, McGee-Smith Analytics, June 2003 (4) Avaya survey conducted Sep-Oct WorstBest COMPETITIVE RATING ACD G NC CTI GNC Speech and IVR G N C Agent Performance Management G NC Multivendor Support G NC Reporting and Analytics G N C SI Partnerships and Integration G N C Integration with Best of Breed Third Party G NC Network Routing G N C Proactive Contact Regulatory Compliance G N C Universal Queuing N C G Operational Effectiveness Self Service, Proactive Contact Contact Management Enterprise Integration IP Contact Centers G N C , Web Integration N C G A A A A A A A A A A A A A Legend C A G N AVAYA CISCO GENESYS NORTEL
20 Copyright © 2003 Avaya Inc. All rights reserved Mid-Market Contact Center Solutions Avaya Competitive View Mid-Market Contact Center Solutions Sources: (1) North America Call Center Market Shares and Forecast, , Drew Kraus, Gartner Group, July 2004, (2) Call and Contact Centers: Comparison Columns, Rich Costello, Gartner June 2004, (3) Customer Interaction Suites, Larry Velez. MetaGroup, December 2003, (4) Predictive Dialing, Regulatory Requirements: Roadmap to Compliance, McGee-Smith Analytics, June 2003, (5) Avaya survey conducted Sep-Oct 2003, WorstBest COMPETITIVE RATING ACD GNC CTI GNC Self Service G N C Desktop Clients G N C Price G NC Reporting G N C Ease of Deployment G N C Ongoing Support and Maintenance GNC Multisite Routing G N Outbound Dialing G N C Universal Queuing NC G Operational Effectiveness Self Service, Proactive Contact Contact Management Total Cost Of Ownership IP Contact Centers G N C , Web Integration N C G A A A A A A A A A A A A A I I I I I C I I I I I I I I
21 Copyright © 2003 Avaya Inc. All rights reserved Avaya Customer Interaction Suite SolutionCapability Product Contact Management Intelligent management, routing, and personalization improve efficiency and service consistency regardless of channel, location or enterprise infrastructure. Call Center Call Center 2.1 IP Agent 5 Contact Center Large Enterprise: Interaction Center Mid-Sized Enterprise: Contact Center Express 2.0 CTI Solutions Computer Telephony 1.3 Active Telephony 5 Voice Quick Start Enterprise Routing Efficiency: Service Level Maximizer Effectiveness: Advanced Segmentation Predictive: Business Advocate Multi-location: Network Routing 2.0 Virtual Routing Self Service Integrated voice and speech automation enhances customer satisfaction and reduces cost of service. Interactive Response Interactive Response Speech Application Builder 1.0 NLSR, VoiceXML (ScanSoft, Nuance) Web, Interaction Center and Web (Self Help Knowledge Base, Natural Language Content Analysis and Response) Proactive Contact Integrated outbound management and predictive dialing build stronger relationships, reduce costs, improve profitability. Outbound Management Predictive Dialing System 12 SP4 PG230 Proactive Contact Gateway Operational Effectiveness Common reporting, analytics, and agent performance tools improve decision making, operations efficiency, and effectiveness. Reporting and Analytics Call Management System 12 BCMR Desktop 2.4 Operational Analyst Agent Performance Call Recording/Quality Monitoring (NICE, Witness, Verint) Workforce Management Applications (Blue Pumpkin)
22 Copyright © 2003 Avaya Inc. All rights reserved Avaya Contact Center Portfolio – The Right Solution For Any Need IP Office Compact Contact Center Contact Center Express Interaction Center Informal Contact CenterAgent Efficiency Contact Center Customer Effectiveness Contact Center Route a contact to any agent Route a contact to the right agent Route a contact to the right agent with context and history IP Office switch fabricAvaya Communication Manager switch fabrics only Enterprise switching fabrics from Avaya, Nortel, Aspect, Ericsson From 5 to 75 agents Target concurrent agents (max. 150) Large enterprise, multinational, Multisite, thousands of concurrent agents
23 Copyright © 2003 Avaya Inc. All rights reserved Preliminary Results: Greater Service Automation, Faster Time to Market, Lower Development Costs Speech Applications Builder Preliminary Results: Greater Service Automation, Faster Time to Market, Lower Development Costs ApproachType and Number of Services Deployed Time to MarketDevelopment Time/Cost Savings Customer #1 SAB Approach 1. Identification and verification 2. Balance and transaction information 3. Transfer and payments 3 applications deployed in 6 months 1.Average 40% Reduction - VUI Development, Testing, Deployment 2.Average 68% Reduction: Application Scope, Application Build 3.Other Stages Moderately Impacted - Testing, Integration, Reusability Customer #2 Custom Approach Credit card authorization One application deployed in 12 months Person Weeks #1 SAB Approach #2 Custom Approach Project Management Solution Design VUI Development Application Scope Application Build Testing Integration Deployment ~20 Weeks
24 Copyright © 2003 Avaya Inc. All rights reserved Whats New in Interactive Response Expanded Languages, International VoiceXML, Simpler Integration International VoiceXML support for multiple concurrent languages Available in 28 ASR/TTS languages Double byte language support, Dial Pulse Recognition, R2MFC Collect Call Blockage New cost effective, scalable Sun Fire V240 with simple per port pricing Flexible deployment - run software on any standard Solaris server, co-resident IP/T1/E1 Speeds integration with Avaya Customer Interaction Suite Contact Center, Interaction Center, Predictive Dialer capabilities Choice of application development and deployment: Script, C, VoiceXML, IVR Designer, Speech Applications Builder Recognizer 8.0, 8.5 Vocalizer TTS 2.0, 3.0 Verifier 3.5 OpenSpeech Recognizer 1.1.4, 2.0 Speechify TTS 1.0, 2.0, 2.1, 3.0 RealSpeak 3.5 Speech Secure, DialogModules OpenSpeech DialogModules Avaya Promoting Member
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