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EMEA Techshare 2009 The Future Begins Avaya Contact Center Update and ICR Mark Schmidt CSE Manager Stefan Dietrich Consulting Engineer.

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Presentation on theme: "EMEA Techshare 2009 The Future Begins Avaya Contact Center Update and ICR Mark Schmidt CSE Manager Stefan Dietrich Consulting Engineer."— Presentation transcript:

1 EMEA Techshare 2009 The Future Begins Avaya Contact Center Update and ICR Mark Schmidt CSE Manager Stefan Dietrich Consulting Engineer

2 EMEA Techshare 2009 The Future Begins Core Communication Services Collaboration and Interaction Applications Communication Infrastructure Performance Analytics End to End Management Security and Serviceability Multivendor Integration Intelligent Access and Enterprise Application Integration Collaboration and Interaction Applications Customer Interaction Avaya’s Aura Architecture for Business Communications Interaction Mgmt Proactive Contact Self Service Workforce Optimization Performance Analytics Reporting (CMS) Analytics Platform (IQ)

3 EMEA Techshare 2009 The Future Begins Connection Network App Composing a Solution Collaboration and Interaction Applications Customer Interaction Interaction Mgmt Proactive Contact Self Service Workforce Optimization

4 EMEA Techshare 2009 The Future Begins Connection Network App Composing a Solution Make Call App Play Msg. App

5 EMEA Techshare 2009 The Future Begins Connection Network Composing a Solution App Self Serv. Out- bound Re- cord ACD Screen Pop WFM Re- port

6 EMEA Techshare 2009 The Future Begins Orchestrating a Proposal Self Service (Voice Portal) Outbound (Proactive Contact) Workforce ManagementAutomation for the Agent Fast ROI & LOW Agent Training

7 EMEA Techshare 2009 The Future Begins Average Transaction Costs * Source: 2008 Survey – ContactBabel

8 EMEA Techshare 2009 The Future Begins Teleopti: Workforce Management  500+ customers in more than 55 countries across the globe  Offices in the Nordics, London, Frankfurt, Moscow, Madrid, Istanbul, and Dubai  A WFM solution for lowering your workforce cost while increasing customer and employee satisfaction  A TEM solution for superior Telecom Expense Management that ensures lower costs and higher quality of service for your fixed and mobile extensions  A BI solution for total reporting and control of your operations

9 EMEA Techshare 2009 The Future Begins Teleopti offer…  Would you like to know how your customer can Improve?  Would they like to benchmark with others?  Free of charge Operational Assessment  Free Forecasting software: forecasts.teleopti.com

10 EMEA Techshare 2009 The Future Begins Quick Update  Multi-media Mid-market CC Contact Center Express 4.0 (GA now) – Enhanced agent desktop and customer history – Built-in historical reporting leveraging MS SQL Server – AES licenses bundled in the pricing  Multi-media Enterprise CC Interaction Center 7.2 (GA June ’09) – SIP scaling and blending with other ACDs – Built-in failover for all media channels – Out-of-the-box Tomcat-based browser client  Contact Center Reporting: – CMS for CC Reporting – IQ for CC Analytics

11 EMEA Techshare 2009 The Future Begins Video Contact Center Customer Video Endpoints 3G Mobile Internet Videophone Video Kiosk Video Self Service Ticketing Options 1 – Purchase Seat 2 – See the View 3 – Agent Support Video Agent Video Self- Service via Voice Portal Desktop options include sharing the Agent screen Leverage the existing infrastructure, integrations, reporting

12 EMEA Techshare 2009 The Future Begins Outbound Contact Avaya Proactive Contact or Avaya Voice Portal Route only special cases directly to agent Self Service App Individual, interactive and economical Live Agent Send complex cases to agents Proactive Outreach – Outbound Customer Service Solution Framework PERSONAL customer experience Automated Customer contact with option for agent transfer Examples:  Appointment confirmations  Verify transactions  Contract reminders Proactive Outreach Standard Offers include: - Voice Portal ports and hardware - CTI-based Proactive Contact (if needed for scale) - 1 VoicePortal ASR/TTS Proxy Connect - Avaya Professional Services and Maintenance - From: GPL 58k€

13 EMEA Techshare 2009 The Future Begins Avaya’s open development tool: Avaya Dialog Designer * Source: 2009, SpeechTek

14 EMEA Techshare 2009 The Future Begins Avaya Intelligent Customer Routing

15 EMEA Techshare 2009 The Future Begins Key Trends and Driving Forces in Self Service  Personalization – Increased Penetration of Voice Biometrics  Speech to increase customer sat – „How may i help you“ Call Steering  Outbound Self Service – Tightly integrated with Inbound Self Service  Standardization – Adoption of w3c Standards : VXML, CCXML, SMIL, EMMA

16 EMEA Techshare 2009 The Future Begins ICR Technical Overview Key Features  AVP in front with SIP – Delivers self-services and automation before calls get to ACD  Multi-site Load Balancing – Obtains call center info from best data source (ex: SIP BSR), determines best location – Eliminates need for complex/expensive CTI pre-route solutions – Enterprisewide determination of best skilled available resource  Enhanced Wait Treatment – Keeps customer on AVP while preserving position in queue – Dynamic, personalized wait treatment experience  Call Context Data integration via SIP – Transports call context data on SIP Header – Screen-pop can be accomplished via CTI client, or with no CTI (ex: IP Agent)

17 EMEA Techshare 2009 The Future Begins ICR building blocks in action

18 EMEA Techshare 2009 The Future Begins 18

19 EMEA Techshare 2009 The Future Begins Service Creation Environment for ICR Avaya Dialog Designer : Wait Treatment

20 EMEA Techshare 2009 The Future Begins Service Creation Environment for ICR : Avaya Dialog Designer : Self Service Dialog

21 EMEA Techshare 2009 The Future Begins Delivered Call Context to the Agent Desktop via SIP Voice Portal Experience Caller: Dialed Started: 15:03:45 System: ANI ( ) in Local Database? No System: ANI ( ) in POST? Yes System: ANI ( ) System: Thanks for calling Gelson Witte. Would you like information on personal banking, credit cards or loans and mortgages? Caller: "loans" System: Is this concerning a personal loan, student loan, auto loan or a mortgage? System: One moment while I get a representative to assist you. Ended: 15:04:05 Total: 20 seconds Waiting At: Wait Treatment (VP) Experience Estimated: 45 seconds Started: 15:04:09 System: Music... System: Stefan, all loan representatives are busy. Please hold for the next available representative. System: Music... System: All loan representatives are still busy. Please continue to hold. Ended: 15:04:29 Total: 20 seconds Dialog Statements & Session Details Personalized Caller Treatment

22 EMEA Techshare 2009 The Future Begins ICR LIVE DEMO

23 EMEA Techshare 2009 The Future Begins How to quickly tailor the WaitTreatment and make it relevant for the caller : DD5‘s Configurable Variables

24 EMEA Techshare 2009 The Future Begins Appearance of modified wait treatment conditions in VPMS

25 EMEA Techshare 2009 The Future Begins Summary – why ICR is compelling

26 EMEA Techshare 2009 The Future Begins Economy-of-Scale Benefits Hard € Savings  Replacement of PreRoute Apps  Replacement of Long Distance Carrier with SIP trunking  Streamlined Backend Environment (less MedPro; C- LAN, VAL, CTI Ressources on CM)  Improved Agent Ressourse Utilization and Efficiency Soft Benefits  Drives Customer Segmentation Strategies  Increased Self Service adoption of GenY  Evolvement to multi-modal selfservice applications

27 EMEA Techshare 2009 The Future Begins Value Proposition  ICR as the initial Self Service Node for intelligent call steering – services specific waittreatment and personalized selfservice  Cost effectiveness is propotional with increased resolution rate within ICR‘s self services applications – Reduce infrastructure and licensing footprint – Increased adoption of Self Services (Gen Y, Millennians)  Virtualization of Enterprise Call Center environment – Economy-of-Scale benefits – Reducing CTI complexity by leveraging standards-based SIP methods (Refer/Replace, UUI)

28 EMEA Techshare 2009 The Future Begins What‘s coming next...  ICR Trainings and Bootcamps – ICR Technical on 4/14/ am Eastern – Bootcamp-Denver ICR Planning, Design & Implementation on 5/6-5/8 and 5/20-5/22  ICR R.2 as „productized“ solution scheduled for Nov. 09 timeframe – Enhanced real-time monitoring to prove loadbalancing efficiency – Specific alarming and RBAC – 3rd party framework to incorporate Non-Avaya ACD‘s into ICR‘s virtualization concept  Bid qualification – ICR SWAT Team established to qualifiy opportunities – Please contact or

29 EMEA Techshare 2009 The Future Begins thank you Stefan Dietrich

30 EMEA Techshare 2009 The Future Begins Thank You This presentation is provided under Non-Disclosure agreement. All roadmaps are subject to change at Avaya’s discretion


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