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Contact Center Trends & Collaboration Environment Terri Patrick – Solution Specialist, Western Region Bret Lathrop - Senior Director, Contact Center Practice.

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Presentation on theme: "Contact Center Trends & Collaboration Environment Terri Patrick – Solution Specialist, Western Region Bret Lathrop - Senior Director, Contact Center Practice."— Presentation transcript:

1 Contact Center Trends & Collaboration Environment Terri Patrick – Solution Specialist, Western Region Bret Lathrop - Senior Director, Contact Center Practice

2 © 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy. 2  Trends  Enabling Next-Gen Customer Experience  Approach and Use Case Examples...in our time together

3 © 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy. 3 Connected Cars & Planes Wearable Technology Digital Kiosks More Access Always AwareMore Influence Now-Gen, Mobile, Connected World

4 © 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy. 4 Companies Need Ways to Stay Ahead of Customer Expectations Improve Proactive Engagement Deliver Better Omnichannel Service Greater Visibility and Control Improve Customer Lifetime Value Improve Satisfaction and Loyalty Create New Opportunities to Grow Revenue

5 © 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy. 55 Contact Center Managed Services Scope of Offering Contact Center Foundation Contact Center Application Support Contact Center Signature Services Contact Center Pillars: Customer Experience Multi- Channel BI & Analytics Admin & Monitoring Self Service Work Force Optimizatio n CRM Integration  Enterprise Vendor Management  System Admin & Move, Add, Change  Software Release Management  Performance Management  Critical Linkage Monitoring & Updates  IT Lifecycle Management & Roadmap  Specialist on Call  Demand & Capacity Management Assessments  Pulse & Stress Testing  Backup & Configuration Management  Monitoring – Basic Health  Custom Application Restoration  Custom Application Routine Adaptation  aaS offers (key contact center technologies as a hosted/cloud service  Voice of the Customer Technology Consultancy

6 © 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy. 6 Performance and Analytics Enabling the Context-Aware Customer Experience Avaya Aura Collaboration Environment Avaya Aura Session Manager System Manager Avaya Media Server Avaya Aura Experience Portal Avaya Aura Collaboration Environment Proactive Outreach Manager Intelligent Customer Routing Orchestration Designer Media and Devices CUSTOMERSENTERPRISE WebRTC Collaboration Designer Real-Time Speech Context Store Work Assignment Unified Desktop Reporting & Analytics Collaboration Environment Snap Ins

7 © 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy. 7 Capture, Store, Integrate Single Common Application Platform Simple, Consistent, Easy Manageability Dynamic Application and User Provisioning Reliability N+1 Geo- Redundant Scalability 35,000 Users Security Highly Secure Virtualization VMWare In Memory Data Grid

8 © 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy. 8 WebRTC Collaboration Designer Context Store Real-Time Speech Work Assignment Beta in May 2014, Available 2H, 2014

9 © 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy. 9 Persistent Conversation... Across the Whole Customer Journey Personalized, Exceptional, Seamless Customer Experience Optimal Utilization of Resources SMS E Routing/ Resource Decision ID: AO External ID: (UCID) Context Record Type: “Personal Advisor” Previous Contact: “Y” Preferred Contact “Y” ID: AO External ID: (UCID) Context Record key1: “Sentiment” value1: “Angry” key2: “Language value2: “English” key3: “CustomerLevel” value3: “Gold” ID: AO External ID: (UCID) Context Record Style: “Sympathetic” Approach: “Supportive” ID: AO External ID: (UCID) Context Record Customer ID: “K48327” Product Category: “Credit Card CustomerID: CustomerName: Tony Peters CellNumber: Segment: Gold ID: AO External ID: (UCID) Context Record AccountID: A8T4LGH OrderStatus: Dispatched DeliveryDate: 06/02/2014 OrderNumber: 398HT3457 ANI: MenuSelection: Orders PreviousContact:: 03/02/2014

10 © 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy. 10 Examples…  Storing cross channel  Storing contact context information for cross channel persistent conversations  Collection and export  Collection and export of contact context to data warehousing/reporting/analytics unique context ID  Leverage a unique context ID per contact desktop screen pops  Enable desktop screen pops secure PCI compliance  Centralized secure secure context encryption for PCI compliance DNIS pooling  Enable DNIS pooling for transport of context

11 © 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy. 11  WebRTC is an API definition being drafted by the World Wide Web Consortium to enable browser-to-browser applications for voice calling, video chat, and P2P file sharing without plugins. Heavily encouraged by  WebRTC features (text chat, voice chat/audio calling, video chat, real-time file/data sharing, peer to peer capabilities) CC Market Trends:  Enhanced websites for customer sat  Immediate connection options with agent (no IVR)  Context-aware agent and customer communications  Greater acceptance of using computing device as phone CC Market Trends:  Enhanced websites for customer sat  Immediate connection options with agent (no IVR)  Context-aware agent and customer communications  Greater acceptance of using computing device as phone

12 © 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy. 12 CC Market Implications & Advantages  Remote Agents scenarios  Display Queue info before/during a contact  Skip IVR (website/apps having segmentation data)  Mobile/Embedded apps  Screen/Video sharing apps (could make video a real option in the contact center)  Co-browsing Advantages (if done properly)  Embeds RTC capabilities directly into web pages  Decreased costs due to a potential decrease in contact handle time (better qualified contacts, Context-sensitive support)  Better BI through tighter integration  Mobilizing the contact center and better support for remote based agents.

13 © 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy. 13 WebRTC Challenges  IE usage dips on weekends. Still dominate in enterprise business market. Browser Market Share

14 © 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy. 14 WebRTC Challenges  WebRTC vs. Microsoft’s soon to be released CU-RTC- Web  Signaling protocols (SIP/XMPP/Custom)  Video encoding (V8/H.264)  Other technical issues: –Interoperability, QoS, lack of IE support, persistent web client, limited browser support  CC Adoption Issues: –Agent training, video shows everything, need Chrome/Firefox/Opera. –Can increase contact volume –Browser based UI & Enterprise recording.

15 © 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy. 15 Now, Near and Future Now  Avaya CE “snap-in” business process flows.  Cisco is pushing ‘Finesse’, a web based desktop, setting a path for WebRTC interactions.  Basic video enabled B2B scenarios. Customer Agent ACD/ PBX CRM WebRTC-enabled website page Voice / video / browser view context shared between customer & agent Near Hosted solutions Mobile & Web apps will drive & dominate. Managed Services to help adoption. Future Industry is heading in the right direction Consumer continues to outpace the enterprise for adoption. Open Source Solutions (Doubango, Asterisk, FreeSwitch)

16 © 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy. 16 Provides ‘Click to Call’ audio support with accompanying web data elements With 3.0What’s Next On the Horizon Support for video streaming, supporting VP8 video compression Ubiquitous availability of WebRTC solutions across mobile as well as desktop devices Avaya WebRTC Roadmap

17 © 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy. 17 The Routing Evolution Time Business Agility 1:1 Matching Rich Context Spanning 25 years of Industry Experience

18 © 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy. 18 Routing in the Contact Center Today Skills Based Routing Agent N Agent D Agent K Agent T Agent L Agent X Agent R Agent E Agent P Skills Based Routing Skills Based Routing Skillset 1 Skillset 2 Skillset 3 Queue for Skillset 1 Queue for Skillset 2 Queue for Skillset 3

19 © 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy. 19 Business Value For Customer Experience Work Assignment Agent K Agent T Agent X Agent R Agent E Agent P Pool of Resources Agent TAgent W Pool of Work Specialist1Specialist4Specialist5 Specialist3Joe Best Match Mark Context Based, Best Match Routing across the Enterprise Specialist5

20 © 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy. 20 Attribute Based Routing Example Customer Needs Expert Assistance In Branch Customer arrives at the local bank branch with a specialized question about a particular investment product 1 Bank representative enters customer question into a web application powered by Workflow 2 The application locates expert at the corporate office and connects him to the bank representative 3 Bank representative is able to answer question and customer signs up 4

21 © 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy. 21 Avaya Work Assignment Roadmap Workflow Snap-in Integration with System Manager for Administration and Third Party resource state via SDK Integration with Enterprise applications supporting use cases such as: Dynamic Team Formation Expert Finder Integrate non-legacy CC applications Workflow Snap-in Integration with System Manager for Administration and Third Party resource state via SDK Integration with Enterprise applications supporting use cases such as: Dynamic Team Formation Expert Finder Integrate non-legacy CC applications With 3.0What’s Next ICR Agent Match feature for routing voice contacts in ICR / Elite based contact centers New Integrations ICC Elite Performance Center Snap-in Intelligent Call Routing (ICR) Avaya Control Manager ICR Agent Match feature for routing voice contacts in ICR / Elite based contact centers New Integrations ICC Elite Performance Center Snap-in Intelligent Call Routing (ICR) Avaya Control Manager

22 © 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy. 22 Utilize extensive, expandable palette to tailor and customize workflows Long terms storage (days, weeks, months) of workflows Greater enterprise control over workflows and journey maps Avaya Collaboration Designer Empower Enterprise Resources to Easily Produce Customer Journey Maps Utilizing a Single, Graphical, Intuitive Canvas

23 © 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy. 23 Avaya Aura ® Collaboration Environment Avaya Aura ® Platform stack Avaya Scopia ® video infrastructure & SMS service support Avaya clients & PSTN access Secure access to a dedicated sandbox w/optional development environment  Jumpstart without up-front infrastructure upgrades  Pre-configured, ready for immediate use  Subscription model Enterprise Corporate Developers ISV Developers Systems Integrators Scalability Management Serviceability Collaboration Environment Security Virtualization Reliability Communication Manager Session Manager System Manager Media Server Accelerating the Developer Community Avaya Aura Collaboratory™

24 © 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy. 24 Eco-System Snap-in Build  CallNACK Improves Call Handling, Customer Service Integrating Business Intelligence and Outbound Dialing  Balancing act of compliance and pro-active outreach is challenging.  The CallNACK application “snap-in” was custom-designed by NACR on ACE originally and converted to the CE 2.0 pallet.  With CallNACK, your outbound dialer “talks to” the NACR application, which performs a database lookup to automatically allow or block a call depending on the established parameters. The application is designed for adaptability, with multiple uses and options. CE- 2.0

25 © 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy. 25 Under Investigation Phase Roadmap Unified Desktop Reporting & Analytics Automated Chat Co- Browsing Mobile Video Browser Plug-in WebRTC Video More!

26 © 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy. 26 Summary  There a some amazing new ways to solve the old and new form of the customer service challenge.  It seems magical, open and easier…but it has new layers of complexity to consider.  You need to leverage your expertise for adoption and business unit translations to technology. More dynamic, constant tweaking/evolving. Consider alternate day to day management.


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