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IP Office Contact Center Technical Feature Overview and Uses Cases
© 2013 Avaya Inc. All rights reserved. 22 Objective of SE/Partner IPOCC Demo Package Empower the SE and Partner Community to: Articulate briefly IP Office Contact Center advantage Build out a IP Office Contact Center Server with initial configuration Customize initial configuration with demo specific task flows, IVR scripts Present impactful demo of IP Office Contact Center main functional areas –Agent Experience –Supervisor Experience –Administrator Activities including basic knowledge flexibility to customize all aspect of the system
© 2013 Avaya Inc. All rights reserved th February Avaya IP Office Contact Center
© 2013 Avaya Inc. All rights reserved. 4 Avaya Midmarket Collaboration Solution Simple, Powerful & Affordable Contact Center Networking Security Collaboration
© 2013 Avaya Inc. All rights reserved. 5 Avaya Contact Center Solutions for IP Office Voice Multi-channel Integrated advanced applications Suite-based enterprise features (HA, session mgmt.) Primary Competitors: ShoreTel Voxtron (BT) Altitude Presence Primary Competitors: Genesys Express Cisco UCCx Altitude Presence Huawei Primary Competitors: Genesys Cisco Interactive Intelligence Altitude Primary Competitors: Genesys Express Cisco UCCx Altitude Presence Huawei Avaya Contact Center offers based on Avaya Aura Avaya Aura Contact Center Suite for Midsize Enterprise (AACC-M) Avaya Aura Call Center Elite for Midsize Enterprise (Elite-M) Competitors: Cisco UCC-X Interactive Intelligence CIC Aspect Shoretel Genesys Express Huawei Shoretel Etc. Avaya Contact Center Select GA June 24 Avaya IP Office Contact Center GA Feb 28 Contact Center Solutions for IP Office
© 2013 Avaya Inc. All rights reserved. 6 What Are We Launching? Inbound Outbound Small and midsize Business Customers and prospects Avaya Contact Center Solutions for IP Office Multichannel Innovation Built for Small and Midsize Business. Build Satisfaction & Loyalty… Build Lifetime Value… One Interaction at a Time…
© 2013 Avaya Inc. All rights reserved. 77 IP Office Contact Center Powerful features Real time & historical reports – /web/voice transactions Powerful, customizable agent desktop –click to call, multichannel view etc Call recording for every Agent and Supervisor –Improves agent performance, eliminate conflicts Built in IVR promotes self service –Reduce agent handle time Supported in US, Canada, UK, Australia, New Zealand, India (English only)
© 2013 Avaya Inc. All rights reserved. 8 Agent CapacityAdd to IP OfficeIP Office Contact Center Server IP Office Server Edition Up to 100 agents at up to 32 nodes supported by the primary server PROVISION Additional Hard Drive on SE Server ‒ Contact Recorder Partner-Supplied Server Windows 2008R2 or 2012 R2 Server Minimum hardware requirement –Intel Xeon E3 Quadcore 3.1 GHz –8GB DDR3 ECC –1 x Seagate ST500DM002 – 500GB formatted capacity, 7200 RPM, 16MB cache, SATA interface, RAID1 –RAID controller (Intel C202) onboard –1 x 1GB NIC Sample servers ‒ Dell D210/220 ‒ Fijitsu PrimergyTX1000S3p IP Office 500v2 Up to 30 agents at a single site (no multisite contact center support over SCN) ADD Partner-Supplied Application Server 2 x hard drives ‒ VMPro ‒ Contact Recorder IP Office Contact Center Configuration Options Sold as software – ISO or OVA
© 2013 Avaya Inc. All rights reserved. 9 IP Office Contact Center Terminology Task - Represents a customer telephony call, or chat Topic - Media independent route point, essentially a virtual device that can receive multiple, simultaneous calls for redirection via a Task Flow. Tasks are queued at the Topic level first. Task Flow (Call Flow) – A progression of steps to determine the routing of a task coming into the Contact Center. This “script” contains a beginning, logical steps based on system and call specific elements and a destination. This is presented graphically in the contact center system. Agent Group / AG – Provides destination point for tasks in which agents can log into to receive the tasks. The system accepts the task as a Topic which follows the task flow ultimately sending the task to a free agent in the agent group. Team - A list of agents configured in a team, used for reporting Wrap Up – Equivalent to After Call Work, it is the time an agent uses to complete work between calls Text Block - Homogenized responses for increase productivity. Once created, Text Blocks can be used in templates or assigned to Topics and be offered to agents when editing a message belonging to that Topic
© 2013 Avaya Inc. All rights reserved. 10 System Configuration & Setup 1. Step Collect the customer data in an Excel template 2. Step Install software 3. Step Import the customer data and test standard features Custom Setup Make customer specific configuration Excel The system configuration will be defined in a special prepared Excel file according to the customer requirements Core System: Windows MSI setup unattended or VM-Ware template Clients: Windows MSI setup unattended Depends on The software will be installed with Windows standard setups (MSI) routines bundled in setup wizard. The collected system requirements will be imported. The system is operable and can be tested with standard call/task flows and standard announcements. Clean System About 1 h for 20 Agents According to the business process of the customer the call/task flows will be implemented via the Phoenix drag & drop task flow editor and the IVR editor IP Office Contact Center Depends on the customer requirements
© 2013 Avaya Inc. All rights reserved. 11 Step 3 - Easy Tools to Deploy Initial System Based on Customer Needs Customer Data input spreadsheet Task Flow Layouts
© 2013 Avaya Inc. All rights reserved. 12 Agent Desktop Features and Functions
© 2013 Avaya Inc. All rights reserved. 13 Agent Applications Home – Landing page after login. Contents is configurable with a subset of real time statistic elements Telephony - Application where Agents process calls and view customer information. Can preform actions like pickup calls from other Groups and topics; review and call back abandoned calls - Application where Agents process s Chat - Application where Agents process chats
© 2013 Avaya Inc. All rights reserved. 14 Agent Screen – Customized View Customize to Team or Agent Group standards Add real time information relevant to Task Flows and Skills Personalize the Agent User Interface
© 2013 Avaya Inc. All rights reserved. 15 Agent User Interface – Minimized view Minimizes as a fully functional side bar allowing for other PC work to continue Expand, contract or maximize to larger User Interface as needed Full Call Control Expanded View Agent Status per Task Task type – Audio, , Chat Sidebar View
© 2013 Avaya Inc. All rights reserved. 16 Agent User Interface – Telephony View Full agent control: –Sign in/out Agent Groups –View history –View Customer Details Customizable to define size and information visible Access to available Tasks and Media functions Organize views in tabs and make use of hyperlinks Integrated Internet Explorer option for Call Data driven searches and/or access to web ticketing
© 2013 Avaya Inc. All rights reserved. 17 Processing Answer, create, postpone and forward Integrated address book Text blocks definable to assure high quality answers and speed Channel prioritization and definable workload per Agent
© 2013 Avaya Inc. All rights reserved. 18 Integrated Chat Answer, create, postpone and forward Auto respond with Pre-Defined Text messages to assure high quality answers and speed Integrated address book and customer database Channel prioritization and definable workload per Agent Agent User Interface – Chat View
© 2013 Avaya Inc. All rights reserved. 19 Agent Desktop Live Demo
© 2013 Avaya Inc. All rights reserved. 20 Supervisor Desktop Features and Functions
© 2013 Avaya Inc. All rights reserved. 21 Supervisor Applications Real Time Information – View, manage & configure real-time Contact Center statistics Reporting - Manage, configure & view historical, counter based Contact Center statistics Agent Status Report - Configure & view statistical information about agent activities that are not concerning call or handling. Contact Details Report - Configure and view statistical information about single contacts (calls or s).
© 2013 Avaya Inc. All rights reserved. 22 Supervisor can remotely log on/off and sign on/off agents from Agent group (remote functions) Supervisor silent monitoring Fully customizable, Feature rich interface Coaching functionalities Reports comparable with integrated reports like CMS Pickup and delegate calls Supervisor User Interface
© 2013 Avaya Inc. All rights reserved. 23 Real Time Information Overview of contact center status Individual monitoring screen with integrated telephony function Information available for agents, team leaders and supervisors Waiting queue of all tasks including & Chat Service level information
© 2013 Avaya Inc. All rights reserved. 24 Real Time Data Waiting queue of all channels including s and Chats - Lists of waiting calls/ s… - Service level - Thresholds Agent state per Agent Group/Team - Integrated Telephony functions - Remote login/logoff, sign on/sign off
© 2013 Avaya Inc. All rights reserved. 25 Statistics Counter based reports –Configurable parameters per report –Timescale –Duration –Counter type (agent, topic, media) –Report type (manual, automatic) –Individual reports –Predefined Reports Call based reporting –Contact evaluation –Customer history –Agent history
© 2013 Avaya Inc. All rights reserved. 26 Historical Reporting Statistics –Counters available for topics, agents, AG, team, … –Export to Excel (optional automatic use of customer defined macro) csv, pdf, rtf –Send Reports via –Output with defined resolution (minutes, hours, days, weeks … ) –Defining of period (start stop, day of week) –Scheduled (automatic) or cyclical statistics
© 2013 Avaya Inc. All rights reserved. 27 Agent Status and Contact Details Agent Status Report: Non-Task related events Contact and Customer Details Report
© 2013 Avaya Inc. All rights reserved. 28 Supervisor Interface Live Demo
© 2013 Avaya Inc. All rights reserved. 29 System Call Handling Operational Overview
© 2013 Avaya Inc. All rights reserved. 30 IP Office Contact Center Inbound Call Handling Overview (Topics and Call Flows) 1.Call is received via IPO and forwarded to IPOCC via SIP extension. 2.Incoming customer calls/tasks trigger a Topic by using the Topic designation (e.g. Sales = extension 7000, or chat to –IP Office Shortcode (e.g. 70XX) redirects the call to the IP Office Contact Center – and Chat use internal SMTP and Chat client services 3.Each Topic is linked to a Call or Task Flow –Task Flows determines the routing of the call or task –Task Flows have a start, routing logic and a destination –Destinations are Agent groups, External Destinations, IVR, other topics, etc.
© 2013 Avaya Inc. All rights reserved. 31 Topic; Agent Group; Agent Configuration Demo
© 2013 Avaya Inc. All rights reserved. 32 Administrator Screens Features and Functions
© 2013 Avaya Inc. All rights reserved. 33 Administrator Applications Configuration - Configure main Contact Center elements Task Flow Editor - Configure Contact Center routing rules UI Configuration - Configure & assign Contact & Menu Bars, Home & Telephony features IVR Editor - Configure IVR scripts, Announcements & user response Dialer - Configure outbound dialer jobs & campaigns - Configure (UMR) core components Text Blocks - Configure blocks of text used for auto reply templates Address Book - Configure address book access and availability to
© 2013 Avaya Inc. All rights reserved. 34 Administration Landing Screen Aggregated contact center services and elements (per tab) Configured system connections and system services Define Agent, Agent Groups, Teams and Topic views Set country and manage customer data base Define and manage announcements
© 2013 Avaya Inc. All rights reserved. 35 IP Office Contact Center Topic Configuration Topic are associated tasks by –Extensions for telephony i.e – addresses for Tasks –Instant Message IDs for Chat Topic are used to present tasks to a call flow associated with the topic Unlimited Topics can be defined Set Skill levels needed for topic Set routing order and availability Change picture
© 2013 Avaya Inc. All rights reserved. 36 IP Office Contact Center Agent Group Configuration Thousands of agent groups can be defined (5-10 are commonly used) Each agent can be member of up to 120 agent groups (per media type) Each Agent has its own level or priority assigned to the agent group (1-60) Distribution rules for an agent group: - priority - in the same priority level: longest idle time Agent Groups are the destination for topics after call routing logic is complete, tasks are queued and presented to agent when available. Change picture
© 2013 Avaya Inc. All rights reserved. 37 IP Office Contact Center Agent Configuration Any number of agents can be defined, but only the licensed number can be active Assign Agents to Agent Groups and teams Set agent multi-channel access Set agent skill level Each agent can be member of up to 120 agent groups (per media type) Set priority level for assigned groups Define privileges and authorize access to system elements such as topics
© 2013 Avaya Inc. All rights reserved. 38 Task Flow Editor Task Flow Menu Identify Source! Define Condition! Choose Destination
© 2013 Avaya Inc. All rights reserved. 39 Task Flow Editor Example Structure Change picture to call flow from training session/demo setup
© 2013 Avaya Inc. All rights reserved. 40 IP Office Contact Center Interactive Voice Response (IVR) Overview Self Service Component (IVR) with a graphical script editor built in Touch tone (DTMF) capabilities by default. Text-to-Speech available from Microsoft or can use Nuance with additional cost (Speech Recognition can be done via Nuance) Access to standard ODBC enabled data bases Option to play plain announcements only (non interactive, no touch tone)
© 2013 Avaya Inc. All rights reserved. 41 IVR Editor Graphical tool for built in Self Service Component (IVR) –Announcements (.wav) PCM-coded –DTMF recognition (also: fax recognition) –Voice messages –record (silence detection) – , delete –Routing Access to ODBC enabled databases Drag Drop elements to build highly productive and sophisticated IVR interaction using recorded or Text to Speech Announcements, data base queries, system or call specific events and much more
© 2013 Avaya Inc. All rights reserved. 42 System Configuration Live Demo
© 2013 Avaya Inc. All rights reserved. 43 IP Office Contact Center Solutions – Sales Track Log in using SSO credentials Pre-requisite: IP Office SME sales credential. –Earned by completing on line assessment 2S00010A. IP Office Contact Center Course: –2M00100O Selling Avaya Contact Center Solutions for IP Office2M00100O Selling Avaya Contact Center Solutions for IP Office –Duration: 1 Hour Online Tests (to earn APSS – IP Office CC Sales Credential) –2M00001A Selling Avaya Contact Center2M00001A Selling Avaya Contact Center
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