1. Workforce Optimization Solution Overview
Avaya AuraTM
Workforce Optimization Solution Overview
Good morning, afternoon or evening. Today it is my privilege to discuss an exciting new product offering from Avaya – Workforce Optimization.

2. Avaya AuraTM Workforce Optimization is…
The right workforce
…with the right skills
…doing the right things
Many articles and books have been written about workforce optimization already. Indeed, workforce optimization is among those contact center concepts that many people have heard about but few have fully understood conceptually.
Very simply, Avaya Workforce Optimization is all about having the right workforce,
with the right skills,
doing the right things,
And doing them really well,
To achieve whatever corporate objectives have been agreed.
We might also point out that the term “workforce” means more than the employees interacting with customers. Workforce optimization involves the entire workforce. In fact, many WFO consultants believe that the biggest beneficiary of workforce optimization is the front line supervisor – the person most responsible for center success, agent retention and shaping the customer experience.
…and doing them really well
…to achieve corporate objectives.

3. Avaya AuraTM WFO Drives Customer Experience Management
The Customer Centric Company
Who are they?
Why are they calling?
Why do they leave?
Do they like the new product?
How are our competitors targeting them?
What do they like and dislike about our processes?
Workforce optimization is a strategy – enabled by the Avaya WFO solution – that is aimed directly at the Customer Care or contact center. The goal of workforce optimization is to make the contact center as efficient and as effective in its mission as is possible.
As good as that is, when a WFO initiative is coupled with Analytics, the contact center becomes a strategic asset to the rest of the enterprise because the contact center can become the voice of the customer for the rest of the enterprise.
Thru speech and data analytics and customer feedback management, the contact center can answer fundamental questions that Marketing, Sales, Fulfillment and Accounting may have about their customers.
Among these questions that particularly Marketing often has are:
Who, exactly, are our customers?
Why are they contacting us?
Why do they leave?
Do they like are new products or processes?
How are our competitors targeting them?
What do they like and dislike about doing business with us?
Workforce
Optimization
Strategy
With
Analytics

4. If Avaya WFO is the solution required today, what is different about business and contact centers today that would drive organizations to implement WFO strategies? The answer to that question is that enterprises and contact centers are presently faced with what might be called a “perfect storm” of forces creating change. Each one by itself has already exerted profound change on business and contact center operation. Cumulatively, these change drivers are altering the playing field faster than anytime before. Workforce optimization strategies are embraced as a direct result of:
Hyper-competition is a term coined to describe a fierce form of corporate warfare, where companies have a relentless focus on revenue, costs and profits and face existing and sometimes more dangerous emerging competitors on a global scale. Hyper-competition demands doing more with less and making smart decisions faster.
Web 2.0 describes the rise of social networking and interactive media on the Internet. Services provided by Facebook, Twitter, LinkedIn and many others empower ordinary consumers to share the experiences – good and bad – that they have with all sorts of firms and businesses, from very large to very small. This immense dialog is beyond any company’s control, but participation is mandatory.
Voice over IP – a technology that spells the death of distance. With VoIP distance is irrelevant. Employees and contact center agents can be physically located anywhere within reach of broadband Internet access. VoIP enables and is accelerating the virtual enterprise.
Self Service – a handful of technologies are coming together that vastly improve the self-service experience. IVR systems keep getting better and better. Web self service is posed for a real breakthrough. The image on the slide is of a computer avatar that can be employed on a web site to “interact” with visitors to the site. As self-service gets better, all the easy and simple transactions will be handled there, leaving agents with more difficult transactions.
The last “change driver” is – at least for North America – an unprecedented generational shift from the so-called Baby Boomer generation to the so-called Generation Y, sometimes also known as the Millennials. Many sociology studies of Gen Y indicates some marked differences in work style, consumption, communication and trust. These differences may mean that Gen Yers will pose challenges as employees. The greater problems for companies and contact centers is that it is equally true that Gen Yers as the major driving force in the consumer economy will pose serious challenges to revenue growth and continued profitability.
Among a few other strategic responses to the impact of these change drivers, Avaya Workforce Optimization exists to deal with and solve these challenges and create opportunities instead.

5. Market Fact 2: Customer Interactions are Changing
NEW interaction channels are emerging and expanding beyond contact centre
Expectation of end users
To reach business how and when they want to
Consistent experience across channels
Customer care organization challenges
Increasing customer satisfaction of lower cost channels
Staffing and managing new channels appropriately
Percent of Respondents
Voice is 2x cost other channels, but other channels have lower customer satisfaction
>50% of self service interactions still require a high cost agent
Source: Webtorials Editorial/Analyst Division , McKinsey 5 5 5

6. Market fact 3 : Customer Satisfaction risks are increasing: Customers easily Defect!
82% leave either because of product dissatisfaction or indifference through people or processes
Why Customers Defect:
1% Die
3% Move away
5% Develop other relationships
9% Leave for the competition
14% Leave because of dissatisfaction with product/service
68% Leave because they encountered an attitude of indifference as they were being served!
Source: CEO Perspectives by R.P. Cooley
Do we really understand why?

7. In the Eye of the Storm CEO: Employees: Grow revenue and market share
Meet my needs too
Contact Center
From our research and discussions with customers, we find that today’s contact centers are being pulled in every possible direction. They are truly in the “eye of the storm” where things may be calm right now but strong winds of change are right there.
One on side, you have the agents. The lifeblood of your contact center, they are disgruntled and are constantly looking for a better job.
Finance is always on the charge to cut costs. And who can blame them, given today’s economy?
Marketing has its set of initiatives and demands on your operations.
End-customers feel that their needs are not being met and their expectation grow steadily.
And the big boss is realigning the company to figure out ways to build customer relationships with the objective of increasing revenue and market share
No doubt, with pressures at every corner, contact centers today are facing a formidable set of challenges.
In their recent report on Agent Performance Optimization Markets, Frost & Sullivan confirms the difficulty of managing competing objectives, although they state it more simply as a trade off between being market-centric and cost-centric. The importance of optimally balancing these is highlighted by the fact that 60% of the US economy is based on services where customer care is a critical point of differentiation.
Questions that you might choose to pose in the presentation to get a response and some feedback include:
Where are you feeling the strongest pull?
How would your CEO view the role of the contact center? Strategic? Tactical?
Are costs under control? Could more be achieved?
How do you employees feel about coming to work? Is attrition an issue?
How do your customers really feel about the service you are providing? What might they be saying on Twitter or old-school ?
Finance: Reduce Expenses
Customer:
Give me answers … quickly
Marketing:
Launch our new campaign

8. Customer Experience Management Challenges
As the primary touch point with customers, contact centers experience challenges in four key areas:
Processes — Manual, time-consuming; performed in silos; focused on internal requirements instead of customer convenience
Information — Housed in multiple (and sometimes unconnected) systems; difficult to access, compile, and interpret
Collaboration — Sporadic (or no) communication among functional groups; “turf wars;” little awareness of what other departments do or how they affect the customer and company goals
People — Employee churn + lack of consistent training + multiple shifts, sites, and communication channels = diminished service
Because of the impact of the change drivers previously discussed, contact centers and, indeed, enterprises face challenges in four key areas:
Processes – contact centers and enterprises have processes, lots of processes. Most are manual, involving the time and energy of many people, each with their own sometimes conflicting agendas. The one commonality among all these processes is that they are absolutely inward focused. The customer’s perspective is not considered because no one is in charge of or factually informed about the actual customer experience.
Information is the currency of the 21st Century. While contact centers and enterprises are rich with data, they are all too often nearly bankrupt with respect to actionable information. That’s because so many point solutions and manual, spreadsheet-based solutions create countless databases, impossible to integrate or make use of in a timely manner.
Collaboration – Nearly all contact centers are organized in the functional silo model; where forecasting and scheduling (WFM) and call recording/quality monitoring are performed by specialists, housed in “silos.” And while there are good reasons to organize in this fashion, after a time the functional silo model itself begins to impede the continued improvement in the performance and delivery of customer service. It takes great effort and lots of time to break down the silo mentality but is necessary to reaching the next level of performance.
People – in the final analysis, it is all about the interaction between the employee and the customer. There is nothing more powerful or effective than a skilled, trained, motivated agent, equipped with the information and the authority to decide the right way to treat the customer right now. 8

9. Avaya AuraTM WFO Solves the Customer Experience Challenge
An integrated solution that provides:
Intelligence to quickly identify processes that are cumbersome or cause dissatisfaction
Information in a single data source on customer interactions, quality, trends, and performance management
A collaborative environment for agents, supervisors, and the broader enterprise to improve the customer experience
Employee training and coaching to increase customer satisfaction
WFO allows organizations to capture, analyze and act on information concerning workforce performance, customer interactions and customer service processes. It is an end-to-end offering that helps companies uncover trends and discover why certain employee and customer behavior is occurring.
Avaya AuraTM WFO helps businesses balance efficiency and effectiveness by using the contact center strategically. Not only does Avaya AuraTM WFO provide a better understanding of customer satisfaction and dissatisfaction, it provides businesses with the intelligence that allows them to operate more efficiently. For example, processes that were cumbersome and caused dissatisfaction can be easily identified and modified and agents who are not getting the proper training or assisting customers appropriately can be identified and coached. 9 9

10. Workforce Optimization 10.x – Core Applications
Nortel Corporate Presentation
Workforce Optimization 10.x – Core Applications
Coaching
&
DPA
Avaya Branded
Contact Recording
Quality Monitoring
Workforce Management
Scorecards
eLearning
Coaching (with 10.1)
Vendor Branded
Customer Feedback
Speech Analytics
Desktop & Process Analytics – DPA (with 10.1)
Contact Centers can select applications depending on business need
e-Learning
Speech
Analytics
Workforce
Management
Forecasting
Scheduling
Customer
Feedback
Mgmt
Avaya AuraTM
Workforce
Optimization
Avaya Workforce Optimization consists of applications that operate on a unified platform, employ a common GUI and use a single database. The “core WFO applications” include (starting at bottom right and working clockwise around the graphic):
Contact Recording – record audio calls between agents and customers, knowledge workers and clients, etc. – designed to optimally perform today in an IP network environment, but also allows for recording with TDM networks and SIP environments using media gateways today and AACC SIP environment with our next release. PCI compliance with recording encryption is also supported. And new with the 10.1 release, Full-Time Screen Recording is also available.
Quality Monitoring – replay recorded interactions and captured screens; assess using intelligent, customizable forms to create “quality” scores and identify training and coaching opportunities.
Scorecards – this application provides role-appropriate scorecards to everyone in the contact center. The scorecard has key performance indicators (KPIs) that have been assigned to that employee. The employee sees how they are performing against that goal as well as how their peers are performing as a whole. Scorecards provide a vital performance feedback loop, that drives employee behavior in positive ways.
Workforce Mgmt, Forecasting and Scheduling – the Avaya WFM application addresses the entire range of contact center requirements:
From single to multi-site virtual centers
Single skill to multi-skill
Single channel to multi-media
Optimally schedule voice calls, s, web text chat, white mail and other activities to ensure the best service at the lowest labor costs.
eLearning – provides a tailored Learning Management System and content-production toolset aimed at the contact center. Recorded contacts can be used as input into eLearning knowledge and skill clips. These clips can be assigned to individual agents where the content is consistent with coaching and training objectives, leveraging the coach’s time.
Coaching – new with the 10.1 release, Performance Management Coaching provides a framework within which the supervisor/coach lays out a development program into meeting steps. Recorded calls can be attached to the lesson plans. Agents have the ability to enter remarks into the record about their perception of the coaching session(s).
Desktop and Process Analytics (aka “DPA) – also new with the 10.1 release, this builds upon the Desktop Activity Management tools available with earlier releases – DPA consists of three choices of increasingly sophisticated agent desktop analytic tools that capture employee desktop application activities for the purposes of improving agent performance, safeguarding sensitive customer data, and enhanced reporting.
Desktop Application Tracker
Advanced Desktop Analytics
Strategic Desktop and Process Analytics
Speech Analytics – one of the hottest topics of all, speech analytics is a solution that “listens” to recorded calls hundreds of times faster than humans can; transcribes the voice into text; indexes the text; organizes content; compares to prior periods – all to tell you exactly what is happening and suggest why it is happening.
Customer Feedback Management – according to TARP, a SE USA customer experience consultancy, the only way to know for sure how a customer feels about anything, is to ask them directly. The CFM solution provides an intelligent survey mechanism, requiring no IT services, to the contact center. The solution provides powerful customer satisfaction data, and first call resolution data down to the individual agent level. Cross referencing what customers have to say about agent courtesy and skill with internal quality monitoring scores can lead to startling discoveries.
While there is value in each of the applications, when all the applications are on a common platform, deeply integrated – synergistic efficiencies emerge and the center’s performance improves.
Scorecards
Contact
Recording
Quality
Monitoring
AVAYA CONFIDENTIAL
Provided only under Non Disclosure Agreement 10
© 2007 Nortel 10

11. Workforce Optimization is a Journey
Focus on Quality defined internally;
Skill Routing;
Quality Monitoring
Scorecards
Workforce Management
Focus upon productivity;
Basic technology stack
ACD
Call recording
Silent monitoring
Many Spreadsheets L4 L3
Focus on Enterprise Customer Centricity;
Root cause analysis
Business process analysis
Extension of WFO into Back Office L2
Sometimes it seems that if a company wants to implement a workforce optimization strategy, they are faced with buying a lot of software all at once. But that’s not the case at all. Workforce optimization is a journey…and it starts with call recording. This fundamental decision places you on a path towards workforce optimization or on a path to silo’ed point solutions. This illustration depicts how a contact center moves through four levels of increasing maturity and importance to the enterprise.
In Level 1 contact centers, often the only piece of technology is the ACD – provided by Avaya. We can provide Level 1 centers many management tools, including call recording as a foundation for many other initiatives going foreword.
Level 2 centers quickly capitalize on the value of the recorded calls. Quality monitoring solutions are put into place quality is defined internally and where assessments of agent performance are rendered using computerized forms for scoring and coaching information.
Frequently, Workforce Management solutions (forecasting and scheduling) are brought into the center in Level 2 centers as the management team realizes that good service can be excessively expensive unless paid agent labor hours more closely match customer demand.
And Level 2 centers begin to make use of Scorecards as a performance feedback mechanism. With feedback coming from the QM and WFM systems, scorecards help focus employees on meeting performance expectations and helping delivering results.
In Level 3 centers, the management team realizes that while delivering great customer service at the lowest cost is a valuable contribution, delivering a great customer experience can itself be a sustainable competitive differentiator for the enterprise itself. To realize this mission requires the center to employ technologies such as speech and data analytics to the vast storehouse of unstructured data in the thousands of hours of recorded interactions.
A customer experience consultancy called TARP, in the SE USA, has repeatedly found that the best way to understand what customers think about your company, its people, its products and its processes is to ask them. Customer Feedback Management systems are employed in Level 3 centers to clearly identify what customers like and dislike about doing business with you.
In Level 4 centers, the enterprise and the contact center become seamless as the objective is to become truly customer centric – to view everything and everybody through the eyes of the customer. This involves working to identify sources of dis-satisfaction and eliminating them. It involve moving the same tools and processes used in the contact center to create and deliver value into other areas of the enterprise, most notably the back office.
Most centers are stuck in Level 2, wondering why no matter how hard they work, performance seems to be stuck at what seems to be a plateau. It is time for a WFO strategy.
Focus on Customer Service as a competitive advantage;
eLearning
Speech Analytics
Customer Feedback L1
Contact Center Maturity

12. Manage Risk and Ensure Compliance
Contact Recording
Manage Risk and Ensure Compliance
Analytics-Driven WFO
Data Analytics
Speech Analytics
Customer Feedback
Traditional WFO
Performance Mgt
eLearning
Enterprise Value
WFM
Another way to look at the components of Avaya Workforce Optimization is illustrated on this slide. Each element of the Avaya WFO suite is plotted on a graph where the x-axis is the complexity associated with the business objective and where the y-axis represents the value to the enterprise and contact center.
In the prior slide we said that workforce optimization is a journey that begins with compliance recording. Recording calls is the first step along the WFO journey. Compliance recording is sometimes mandated by controlling authorities or government regulations. Sometimes businesses simply find it prudent to record all calls in case of disputes over verbal transactions.
The ability to record, store and easily retrieve contacts protects organizations against customer disputes. While there is no huge ROI associated with compliance recording, it only takes one successfully resolved dispute to create real value.
Quality Monitoring
Record, Store & Playback
Compliance and
Liability
Agent/Center
Performance
Customer
Experience
Operational
Effectiveness
Complexity of Objective

13. Why Record Calls? Comply with regulations, protect from fraud
Nortel Corporate Presentation
Comply with regulations, protect from fraud
Improve agent security, morale and performance
Resolve disputes, increase customer satisfaction and loyalty
Boost revenues and profitability
Obtain customer and competitive insight 13
© 2007 Nortel 13

14. Avaya Contact Recorder (ACR) Overview
Software-based, scalable recording for small-to-enterprise accounts
Supports SIP/IP/TDM/analog endpoints & trunks
Encryption to aid Payment Card Industry (PCI) compliance
Centralized or decentralized search and replay
Sophisticated and flexible archive management
“Tag” or classify calls with user-defined labels for simplified search and replay
Multiple recording ‘modes’ supported on one platform
ACR 1st release benefits from exclusive application-specific licensing
For customers with CM 5.1+/AES , no need to license TSAPI/DMCC.
Currently referred to as Contact Store for Contact Manager, upon GA release in May 2010 this product will be called Avaya Contact Recorder. It is a software-based, highly scalable, line-side recorder capable of recording TDM, IP and SIP endpoints and trunks. Both inbound and outbound calls are supported and Proactive Contact is also supported. And, the solution provides encryption capabilities recommended by PCI (Payment Card Industry) data security guidelines.
The solution offers centralized or decentralized search and replay capabilities and a sophisticated archive management system that uses rules to determine what is stored and for how long.
To simplify the search and replay function, the solution permits tagging calls with user-defined labels.
But perhaps the best news is that the solution enjoys AE Services Trusted Licensing, so there’s no need for the customer to buy TSAPI or DMCC RTU.

15. ACR Recording Options 100 %, Full Time recording
Agent controlled start/stop
Live call monitoring
Additional Recording Modes
Meeting recording
Executive recording
On-demand recording
PRESS RECORD HERE
This portion of the
call is recorded
On-Demand
There are a variety of ways you can record with Avaya Contact Recorder. In addition to the rules-based recording that you define, you can give agents the ability to control recordings with a start/stop capability. This is useful if you do not want to record sensitive information such as customer account numbers or credit card numbers, but do want to record everything around that information exchange.
Our live monitor capability lets you listen live to a call and continue to record it. Avaya Contact Recorder provides Selective Recording, which lets you conduct recording with a reduced number of channels. It is a real cost savings and network savings.
We also have the ability to record calls on-demand, so no matter what point in time a call is recorded, the entire call is saved. You can record meetings or conference calls for later playback, or you can designate that specific stations will have all calls recorded automatically. It is easy to set up and administer these different recording modes.

16. Strategic Application for Contact Centers
Quality Monitoring
Strategic Application for Contact Centers
Analytics-Driven WFO
Data Analytics
Speech Analytics
Customer Feedback
Traditional WFO
Performance Mgt
eLearning
Enterprise Value
WFM
If the decision to implement quality monitoring isn’t made at the same time as the purchase of Avaya Contact Recorder, it isn’t very long until a QM purchase is made. The irony of pure compliance recording is that everything is recorded but nothing is ever listened to unless a dispute happens. It occurs to many that there is great value in listening to a sample of contacts to gauge the quality of the interaction. Perhaps the term “quality” is not quite precise. After all, what QM teams actually assess is not exactly quality. Quality, we are constantly reminded, is purely in the eyes of the customer. What QM teams actually do is perform brand management – the team defines the “perfect” interaction in terms of their company culture
Make no mistake, whether we call this Quality Monitoring or Brand Management, there is enormous value in identifying holes in the skill and knowledge of customer-facing employees.
Quality Monitoring
Record, Store & Playback
Compliance and
Liability
Agent/Center
Performance
Customer
Experience
Operational
Effectiveness
Complexity of Objective

17. Quality Monitoring Capabilities
Assess agent performance
Evaluate multimedia calls and application use
Rules-based recording
Live Monitor
Easy to create evaluation forms
Recording supported for wide range of contact center needs
Inbound and outbound calls
Phone, , webchat
Integrated with Performance Management and eLearning
Optional Contact Visualizer analyzes recordings
ASD for designing solutions
AE Services Trusted License (no need to buy TSAPI or DMCC RTU)
Avaya Quality Monitoring has many important features that help you meet your business challenges. This list highlights a few of them.
The heart and soul of QM is the ability to effectively assess agent performance, and do it in ways that reduce costs for your operations. Our solution is extremely flexible, working in outbound and inbound centers for phone, , and webchat, and can record voice and data screens for evaluation purposes.
Evaluations are easily conducted, and the browser-based system is so intuitive that agents and supervisors are confident users after a very short period of training.
The Avaya QM solution is more than just Quality Monitoring – it also includes capabilities found in Performance Management and eLearning packages. We created out of the box integrations with these capabilities to increase the value that Avaya QM delivers to you.
We also offer some very important options for Avaya QM:
We supply encryption for recordings based on the guidelines established by the Payment Card Industry (PCI) for sensitive customer data. Our encryption capabilities help your organization comply with these PCI guidelines.
We have a powerful analytics capability called Contact Visualizer that analyzes recordings and in the best use of that term that a picture is worth a 1000 words, display how agents are handling calls. It is very easy to spot trends and take appropriate action to ensure you are meeting your center objectives.

18. Easy to Use and Intuitive
Reduces admin & training costs
Rules-based recording easy to set up
Random
Schedule-based
Event-based
Easy playback of recorded sessions
Evaluation forms are simple to create and auto-populate with information
Avaya QM is browser-based and very intuitive to use. It is easy to administer and set up the rules that govern recording, as well as create the forms used to evaluate interactions. We added to the convenience of the solution by auto- populating information to reduce keystrokes and minimize entry errors, while also enriching the information available to help assess the quality of interactions.
Making the QM team efficient requires more than powerful assessment forms with auto-populate. Easy to use tools are available to make searches into the pool of recorded calls productive and less time-consuming.
Evaluation screens are easily created and modified
Searches are easy to perform

19. Quality Monitoring Improves Training
Enhance Training Content
Use recordings to develop eLearning about best practices
Improve coaching with agent recordings
Identify Training Needs
Evaluations identify eLearning and coaching needs
Evaluations assess training effectiveness
Recorded interactions are extremely valuable to enhance training content. As the QM team assesses interactions over time, they will come across examples of truly great and not-so-great calls. Clips from these recordings can be used as best practices, and as part of the coaching session a supervisor has with an agent.
Recordings also deliver useful information about training needs – such as the existence of gaps in training based on agent assessments or the overall effectiveness of recent training as seen in evaluations after the fact. Recordings are increasingly being used in uptake, new-hire training to provide early exposure to how it really is on the production floor. This simple best practice sharply reduces the new-hire attrition rate, a costly mistake for the contact center.

20. Record, Store & Playback Complexity of Objective
Workforce Management (WFM)
WFM includes eLearning and Performance Management
Analytics-Driven WFO
Data Analytics
Speech Analytics
Customer Feedback
Traditional WFO
Performance Mgt
eLearning
Enterprise Value
WFM
For many contact centers, the next step on the Avaya WFO journey involves Workforce Management (WFM). WFM is the term for forecasting and scheduling. Avaya WFM gathers historical data on queue and agent performance in order to provide accurate forecasts of future interaction demand. Using proprietary simulation algorithms, Avaya WFM produces optimized schedules designed to fit the needs of the business and the employees.
Quality Monitoring
Record, Store & Playback
Compliance and
Liability
Agent/Center
Performance
Customer
Experience
Operational
Effectiveness
Complexity of Objective

21. WFM Answers Key Challenges
Customer Retention and Business Growth
Enhance customer experience
Minimize crisis management
Provide decision support & management tools
Communicate effectively
Differentiate through service
Premier service for premier and profitable customers
Employee Satisfaction
Preferences
Schedule needs
Vacations
Consistent and fair processes
Participate in WFM process
Communication and information sharing
Avaya Workforce Management addresses a set of challenges facing contact centers today that can be grouped into 3 main areas: customer service and retention, employee satisfaction, and costs.
Employee Satisfaction – There are a wide range of issues that fall into this category, all of which affect employee satisfaction. (Review some bullets on slide)
Costs – Controlling or reducing costs is an ever-present challenge. Some of the underlying issues that call centers must face in order to manage costs are….(review some bullets on slide).
Customer retention and growth – For most companies, this is the primary objective. But it often conflicts with the other two. Some of the specific issues and opportunities that affect customer service levels, customer loyalty, and business growth are….
A good WFM solution should balance and optimize all of these factors.
Costs
Create optimal schedules
Accurate forecasting
Precise resource scheduling
Minimal over/under staffing
Optimized use of overtime

22. Workforce Management is More Than Just Forecasting and Scheduling
Sophisticated and flexible techniques for accurate forecasts and schedules
Patented algorithms targeted at inbound and/or outbound scheduling that manage unique differences in call activity
Individual Skill and proficiency-based scheduling
Advanced Adherence management tools
‘What-If’ scenarios with Agent Profiles (Phantom agents)
Strategic Planning
Long term strategic planning – Trending and Special Event handling
Unique Workforce Optimization Integrations
Unified Interface
Scheduling of eLearning
Drill to Interaction from Adherence and Scorecards
Quality Scores in Scheduling
Avaya WFM is among the most powerful and sophisticated solutions available anywhere. Our solution goes well beyond just forecasting and scheduling. Here are just a few of the unique advantages gained by employing Avaya WFM:
Avaya WFM has a very sophisticated forecasting and scheduling “engine” that forms the core of the solution. It supports inbound and outbound centers, and a key point to note is that our outbound scheduling uses completely different patented algorithms than that used for inbound scheduling. Competing solutions don’t do that.
Our solution schedules not only for skills, but also can understand the proficiency of individual agents within those skills. Two agents may speak Spanish, but one speaks it like a native while the other only has basic comprehension. They have very different proficiencies in this skill that ought to be reflected in the scheduling process. Most competitive solutions don’t.
Avaya WFM also contains capabilities within Advanced Adherence that enables supervisors as well as WFM specialists to identify and manage exceptions to schedules. There may be legitimate reasons why an agent did not stay on the schedule defined for him or her, and you want the ability to note exceptions to avoid penalizing the agent for a deviation from a schedule that is excused.
A particularly powerful feature is “What-If” scenarios coupled with Agent Profiles. Every WFM solution has a What-If capability where sensitivity tests can be performed such as:
What happens if Average Handle Time goes up?
What happens if a new self-service initiative diverts 20% of the easy calls?
What is the impact of a new queue?
The inclusion of Agent Profiles makes What-If particularly powerful planning tool. Essentially, Agent Profiles are made-up agents that you can define as working any way you can imagine. Split-shifts, part-time, whatever. You can add Agent Profiles to your existing workforce to easily determine how new shifts impact the overall scheduling outcome or you can run a simulation using only Agent Profiles to determine the very best scheduling outcome you could possibly achieve.
As we noted before, our solution does more than just WFM. We also include Performance Management and eLearning capabilities in a software package. We do this for a simple reason, the inclusion of other WFO elements closes the loop with the agents, leading to positive behavior change. We include scorecards that deliver powerful feedback to agents, supervisors, managers and executives about performance against goals. It is easy to understand trends – are things moving in the right or wrong direction. The scorecards reflect information from WFM and eLearning, and if you are using Avaya Quality Monitoring, that application’s Key Performance Indicators (KPIs) are included too.
We have a powerful long-term strategic planning tool that answers questions that often confront managers regarding future courses of action. We’ll discuss those questions in an upcoming slide.
Finally, Avaya WFM enjoys unique integrations. WFM and Performance Management and eLearning are unified – enjoying a common system admin framework, common security structure, and common login. You can drill to Adherence screens from a scorecard, optimize training schedules to meet Service Levels, and include training results into the scorecards. If you have Avaya QM, you can even include Quality scores into your scorecard views.
Strategic Planning
Unique Workforce Optimization Integrations

23. Optimize Forecasts and Schedules
Individual agent skill and proficiency
Single, multi, virtual and outsourced sites
Inbound and Outbound
Multi-media – phone, , & chat
Back Office work
Outsourcer coordination
Events and training
Powerful work patterns and rules
Multi-week scheduling
Agent-defined preferences
Easy to use
ASD for designing solutions
Avaya WFM optimizes forecasts and schedules. As noted in the last slide, we schedule not only on skill but also on proficiency. This is important because it affords you the opportunity to put your most skilled agents on at peak times. Since your most skilled agents are your most productive agents, you can deploy fewer resources at peak times than if you scheduled lower-skilled agents, reducing your costs.
We support single sites, centralized or decentralized multiple sites, and even manage schedules that are shared with outsourcers. Both inbound and outbound contact centers are managed with our solution. We forecast and schedule multiple types of contact – phone, , webchat, and can even manage back office work.
If you contract with an outsourcer for some of your calls, our solution lets you coordinate schedules with them.
Because of our integration with eLearning, it is easy to schedule training with minimal impacts to your Service levels. The same is true for meetings and events, eliminating a big headache for schedules and training departments.
Your schedulers create agent schedules based on the rules that govern your contact center. Hours of operation, agent shift preferences, shift assignments based on performance, and many other variables are considered in building schedules.
Above all else, this powerful solution is easy to use. It is browser-based using familiar navigation and command elements. Agents can easily manage their self-service options with very little training. Supervisors and managers can master the solution with just a few hours of training.
Outbound Service Level goals are easy to set

24. Performance Management is key to getting to the next level
Analytics-Driven WFO
Data Analytics
Speech Analytics
Customer Feedback
Traditional WFO
Performance Mgt
eLearning
Enterprise Value
WFM
Avaya WFO offerings are arranged so that Avaya QM and Avaya WFM may contain elements of both eLearning and Performance Management/Scorecards. We do this because the inclusion of eLearning and Performance Management with QM and WFM enable more closed-loop processes surrounding the agents. Specifically, Scorecards provide constant feedback to agents about how they are performing against goals and expectations. Moreover, the scores agents achieve on KPIs may automatically trigger the assignment of eLearning knowledge clips that address the situation.
Quality Monitoring
Record, Store & Playback
Compliance and
Liability
Agent/Center
Performance
Customer
Experience
Operational
Effectiveness
Complexity of Objective

25. Avaya eLearning Components
Content Producer:
Create custom, targeted eLearning clips from recorded interactions
Produce interactive content in a few hours with basic PC skills
Lesson Management
Assign online learning sessions to agents or groups
Deliver eLearning directly to agent’s desktop=
Reports demonstrate agent completion stats, scores, transcripts and adherence to learning breaks.
Automated pop-ups notify agents of learning break times
Learning break assignments info sent to Avaya WFM scheduler
Replace desk drops with online notification and announcement of new information
Competency-Based Learning
All of the above features, plus automated assignment and delivery of eLearning content to agents based on performance in Avaya Quality Monitoring evaluations!
We said before that our WFM solution is more than just Forecasting and Scheduling. We also include eLearning. You can easily schedule learning breaks – with careful consideration so as to not impact service levels, and ensure that all agents are receiving the right training. It is easy to set up your rules about who receives training, and any constraints on scheduling training.
Shifts can be defined that contain training time as a part of initial schedule creation or after the schedule has been published, the solution can find spots for eLearning sessions that minimize service level issues.
When training sessions, meetings, one-on-one’s and learning clips are scheduled, you can manage agent adherence to their training schedules too. 25

26. Performance Management
Scorecards Deliver Visibility and Trigger Actions
Views for agents, supervisors, managers and executives
Choose from full range of KPIs (key performance indicators) to design your center’s scorecards
Trends are easy to see
Compare performance against goals
Scorecards are a powerful tool to communicate performance results for agents, supervisors, and managers. Agents can see their individual performance, how they measure up to their peers, and their trends. Supervisors can view the results for their team of agents as well as view individual agent results. Managers can view their supervisors and their agents’ results, as well as see center performance in a holistic view.
We provide over 30 Key Performance Indicators (KPIs) for our Advanced Scorecards out of the box, and you select the ones that are most meaningful to your operations. This is out of the box – no custom integration needed. Of course, if you do need a specially-designed KPI, our scorecard can be customized to incorporate information from CRM and sales management systems, or any other application you choose.
If you also have our Avaya QM solution, the KPIs can include the quality scores from evaluations of recorded interactions.
Show info from Quality Monitoring Package too!

27. Customer Feedback & Speech Analytics deliver the Why factor!
Analytics Driven WFO
Customer Feedback & Speech Analytics deliver the Why factor!
Analytics-Driven WFO
Data Analytics
Speech Analytics
Customer Feedback
Traditional WFO
Performance Mgt
eLearning
Enterprise Value
WFM
You’ll recall from an earlier slide that Level 3 Contact Center management teams realize that service delivery itself can be an effective enterprise weapon in hyper-competitive times by providing a sustainable competitive advantage. While products and services are rather easily duplicated, people and processes are not.
Level 3 Contact Centers acquire powerful speech and data analytic tools as well as customer feedback management systems also known by the term surveys.
Level 3 centers become valuable strategic assets to their enterprises because they become the true voice of the customer for the rest of the organization. And this is the only way to become customer centric – to tap directly into their voices.
Quality Monitoring
Record, Store & Playback
Compliance and
Liability
Agent/Center
Performance
Customer
Experience
Operational
Effectiveness
Complexity of Objective

28. Customer Feedback
Easy to use, standalone IVR (will port to Avaya Voice Portal in a future release)
How it works:
Customer calls Contact Center
At end of call, two options:
Agent asks for feedback and transfers caller to automated Customer Feedback system
Program “return vector destination” in VDN to auto transfer upon agent disconnect (blind transfer)
CF System asks dynamic questions about the customer interaction
Customer uses keypad to provide feedback
Customer can also leave verbatim feedback
Business acts on real-time feedback through alerts
TARP, a customer experience consultancy in the SE USA, says unequivocally that if you really want to know what a customer thinks, you have to ask them. There is no reliable way to deduce how they feel. While “surveys” can have a bad reputation, it’s most often the result of bad survey practices.
Avaya Customer Feedback, together with best practices advice from Professional Services, avoids these problems.
Here’s how it all works. At the end of the interaction there are two options. The agent can ask for feedback and transfer the caller or a blind transfer occurs when the agent disconnects. The CF solution asks dynamic questions which means that the second question asked depends on the answer to the first question, and so on. This avoids a frequent complaint of survey-takers – being asked irrelevant questions.
The customer uses the keypad to provide answers to Yes/No or Likert Scale questions (press 1 for very happy, 2 for amused, 3 indifferent, 4 annoyed and 5 irate).
But the customer can also choose to leave verbatim verbal feedback in case the survey did not touch on an important point for the customer.
Finally, alerts surrounded by business rules can be enacted such that very negative feedback responses will trigger an electronic alert. The recipient can access the recording of the interaction that led to the negative survey to determine what is going on and to reach out to the customer proactively.

29. Customer Feedback: Easy to use
Easy to record IVR questions
No IT intervention required
Easy to modify questions
One of the best parts of Avaya Customer Feedback is that it doesn’t require IT support. The solution is designed to be easy to use for contact center people.
It is a simple matter to record IVR survey questions and implement multiple surveys. The ease of use enables contact centers to change surveys frequently so that they can gauge customer sentiments on not only the agents skill and knowledge but on the enterprises’ products and processes.
Customer feedback scores are maintained on an individual agent basis and can be cross-correlated with internal QM assessment scores for a much better insight into the ability of individual agents to contribute.
Companies LOVE the ease of use!!!

30. SPEECH ANALYTICS & CUSTOMER FEEDBACK
Customer Experience Management Getting a Complete View of the Customer Experience
Bring insights to the surface from interactions that would otherwise be ignored
SPEECH ANALYTICS & CUSTOMER FEEDBACK
WHY?
The reality of call recording/quality monitoring is that only a tiny fraction of all the transactions that occur in the contact center are ever listened to by anyone. Even though great value derives from quality monitoring, imagine the treasure trove of information buried in the thousands of hours of recorded conversations. If only companies could tap into this rich source of unstructured data.
With Avaya Speech Analytics, they can.
EVALUATED
FOR
AGENT
QUALITY 30

31. Speech and Data Analytics
Customer Complaints
Brings the root cause of key business issues to the surface
Continuously mines all calls surfacing top drivers
No need to predefine terms or reprocess calls
Non-categorized calls are used as a reference group delivering true root cause for every category or search results
Change policy
Technician didn’t show
Activity fees
Wrong information
Speech analytics is a very powerful tool that can extract nuggets of intelligence from the tens of thousands of hours of conversations and interactions recorded through Avaya Contact Recorder. Using leading edge technologies such as Large Vocabulary Continuous Speech Recognition (LVCSR) and Phonetic processing algorithms, Avaya Speech Analytics “listens” to recorded conversations and transcribes them into text. The text is indexed and cross-referenced, creating a complete semantic index that means never having to reprocess calls as new search terms are desired. The solution can organize calls into categories that you suggest and can also self-suggest categories of interest. The solution can inform you about changes in call patterns from day to day, as well as bubble up potential root causes for each category of contacts.

32. Speech Analytics Address Key Contact Center Pains
Root Cause Identified
Results
Why Are My Customers Calling?
Website Password Issues
Company Saves Op Ex by Identifying Improvements to Site
First Contact Resolution
Back-office Claims Process Lagging
Timeline Clarification Improves FCR from 60% to 70%
Sales Effectiveness
Marketing Offers Too Complicated
Agents Required to Read Scripts
Less Complicated Scripts and Agent Retraining Increases Sales by 18%
Customer Retention
Dissatisfaction with Specific Financial Products, Rather Than Company Performance
Agent Training in Cross-Selling Improves Customer Retention Rates
Early adopters of speech and data analytics have successfully employed it to deal with typical and persistent contact center pain points. Cases in point include:
One company investigating “Why are my customers calling?” found through speech analytics that a significant number of calls had to do with a particular website relating to the password sign-on process. The company was able to quickly address the site design flaw and the center realized a drop in caller demand.
Another center was investigating first contact resolution. By zeroing in on calls that had identifiers embedded about “calling again” the company identified that while the agents were trained to communicate a 5 day fulfillment cycle, back office processing issues are pushing fulfillment out to 10 days. After 5 days, many customer would call again. With this insight, agents were immediately instructed to set appropriate expectations.
A company found that over time they had inadvertenly created too many offers resulting in too much complexity for the agents. Unable to mentally navigate among so many options and requirements, agents were forced to read scripts. The results were leaden. With the insight provided by speech analytics the company focused on simplifying the offers and scripts, enabling more agents to “own” the script and add their unique personalities. This drove both agent retention as well as sales.
A financial services company analyzed customer defections using speech analytics. They found evidence that a significant percentage of customers who quit doing business with the company actually expressed dissatisfaction only with specific financial products. They were still fairly positive about the company as a whole. As a result, agents were given special training in cross-selling and up-selling between different financial instruments and the company measured a significant “save” rate.
A company with many skill definitions in their contact center organized along product lines used speech analytics to sort calls into well-defined categories and deliver particular category calls to specific quality assessors. Speech analytics can be used to super-charge QM assessments by only presenting transactions of particular interest to the QM specialist.
A health service provider used speech analytics to research customer complaint calls. They discovered that “welcome kits” shipped by a 3rd party vendor were being promised by the service provider’s agents in 3 days but the vendor was routinely shipping them over a week later. New scripts were implemented and the complaint calls decreased significantly.
Impact 360 can provide solid ROI that addresses key business objectives. This slide gives a few example of ROI that some of our customers have achieved through Impact 36O.
Go thru examples…
Focused Quality
Products Require Special Training
Delivers Specific Product Calls to Supervisors
Smart Inbox Increases Quality Monitoring Efficiency by 500%
Vendor Management
Vendor Failing to Ship Customer Welcome Kit
Agents Clarify Timeline with Customers

33. What’s new in the latest release of Avaya AuraTM Workforce Optimization?

34. Avaya Aura™ Workforce Optimization 10.1 New Content Overview
SIP Recording with Avaya AuraTM Contact Center (AACC)
Merged AAWFO NES CRQM 7.0 Recorder software streams
Enhanced OS Support
ACR support for either UC/CC environments (RedHat Linux 5.4 for CM, Windows 2008 for NES CS1000/2100*)
QM desktop application support for Windows 7 and Internet Explorer 8
Full-Time Screen Recording (FTSR) option with ACR
Avaya G13 language localization for QM app User Interface (UI) + On-Line Help (OLH)
Two new Supervisor and Agent Desktop applications:
Performance Management Coaching (Avaya-branded)
Desktop and Process Analytics (Vendor-branded)
Additional new feature highlights
QM application GUI refresh (easier to use)
Ability to extract copies of recordings & present via new HTML player interface
Temporary ACR license key now available beyond the current 5-day limitation
Upload recordings to more than one Viewer
Exclude/block recording of calls originating from specific pre-defined area codes
Enable Channel Partners to build services business of their own
Chart is self-explanatory – read through highlights
Performance Management Coaching is sometimes positioned as one of the AAWFO “eLearning” aps
Desktop and Process Analytics application consists of three separate optional AAWFO offers:
Desktop Application Tracker
Advanced Desktop Analytics
Strategic Desktop Processing Analytics
fyi#1, Adv & Strategic options above each include Application Event Trigger (AET) which is a very helpful agent desktop API allowing for other CC business application integration and automated recording functionality
Fyi#2, Pretty much all of this application suite requires custom Professional Services integration work to set this up and make it useful to the customer -- submit APS service quote request for this assistance from Avaya/Verint
* NES CS2100 support timing tbd 34

35. SIP Recording with Avaya AuraTM Contact Center
Drive your business performance by increasing the efficiency of your Contact Center
AACC SIP Recording
Provide bulk and selective audio recording for all incoming calls to the SIP CC that pass through the Avaya Aura Contact Center (AACC) and held in conference by Media Server
AAWFO 10.1 for CM/MBT environment (Dec 2010)
AAWFO for CS1000* environment (March 2011)
SIP solution
Hybrid solution
AACC Hybrid Recording
ACR works in a hybrid mode so that it can use both
MAS-based SIP CC recording for inbound calls
CM (AES DMCC/TSAPI) or CS1000/CS2100 (AML/MLS) for non-SIP recording of agent-to-agent calls and outbound from agent’’s personal DN
Full functioning Quality Monitoring (QM) for computer screen recordings and have the KPI & score carding tools to improve agent performance using DMCC or AML
Agent extension + outbound recording, and QM 35

36. Merged Avaya & NES CRQM Software Streams
Reduces my system's complexity and maintenance costs
WFO recorder product that will serve my Avaya or NES heritage UC and CC environment
Products are merged into one ACR that can support either classic Avaya CM or classic NES CS1K
Avaya
NES
All data migrated / upgraded from previous QM, WFM, Scorecards, Coaching and Learning applications releases
Reduce support costs
Data from previous ACR 10.0 and NCR 7.0 to be migrated/upgraded.
Five
Key Solution Areas
Avaya
NES

37. Full-Time Screen Recording (FTSR)
Screen Capture:
Full-time computer (FTC) screen recording of my agent’s desktop
All PC activity is recorded in addition to the voice interaction
Viewer interface is enhanced to accommodate search & replay recorded screen interactions
The ACR solution has been enhanced to accommodate centralized search and replay of voice and screen interactions as well as centralized archiving
Support for environments that have implemented Payment Card Industry (PCI) standards (i.e. Pause/Resume functionality)

38. Avaya Corporate Presentation
Avaya Aura™ Workforce Optimization 10.1 Quality Monitoring Application G13 Localization
QM app software User Interface (UI) and On-Line Help (OLH) with G13 localization!!!
ACR app software to again include G13 plus Arabic & Dutch localization for UI and OLH
WFM app software is G13 localized
Highlight the bullets & table on the chart – these additional comments apply …
This is unique to AAWFO – the Verint direct equivalent does NOT offer localization of QM
Avaya Global Information Solutions is delivering this localization work
Remember, localization is for the AAWFO software end-user User Interface (UI) and On-Line Help (OLH)
Additional install services are required to apply this localization Service Pack to an existing English only 10.1 system
As with 10.0, all tech and user documentation is in English with 10.0
AVAYA CONFIDENTIAL
Provided only under Non Disclosure Agreement 38
© 2010 Avaya

39. Avaya Corporate Presentation
Avaya Aura™ Workforce Optimization 10.1 OS Support Enhancements
Avaya Contact Recorder
CM environment
Support new installations on RedHat Enterprise Linux (RHEL) Release 5.4, 32-bit
CS environment
NES CS1000/2100* environment  Microsoft Windows 2008 Server R1 or R2, 64-bit, Standard and Enterprise Editions
The release notes for each version always contain the most up to date OS support info
Other AAWFO Applications  
QM and WFM client desktops
Microsoft Windows 7 and Internet Explorer 8
Application Servers
Same requirements as AAWFO 10.0  MS Windows 2003 and SQL 2003, 32-bit.
Just speak to chart graphic and notes
* NES CS2100 support timing tbd
AVAYA CONFIDENTIAL
Provided only under Non Disclosure Agreement 39
© 2010 Avaya

40. Avaya Aura™ Workforce Optimization 10.1 Desktop and Process Analytics
Avaya Corporate Presentation
Avaya Aura™ Workforce Optimization 10.1 Desktop and Process Analytics
Solution
Description
Benefits
Desktop Application Tracker
Capture employee desktop application activities
Compare against employee’s scheduled activities
Comprehensive management view of employee adherence
Lowers cost of operations
Advanced Desktop Analytics
Define and detect application events to measure workload.
Tag data to recorded interactions
Stop/Start/Recording Control.
Capture and analyze application activity.
Report on individual + aggregate application usage
Use desktop info to better schedule required # employees to meet service level.
Enhance compliance with privacy regulations, by avoiding the capture of sensitive customer information.
Reduce liability, by recording select interactions and tagging relevant screen information for easy retrieval later.
Identify and correct inefficient and inappropriate application usage
Strategic Desktop and Process Analytics
Everything in Advanced, plus the following
Define specific processes, then track volume and status of workflow in each
Use sequences of trigger data and application usage patterns
Graphically depict the actual steps that agents follow in the applications on their desktops as they complete a specific process or task
Enhance agent performance, with visibility into off-phone activities and processes of employees / workflow.
Improve agent productivity, by using data from actual interactions to reduce cycle times and help close the gap between top and bottom performers.
Just speak to chart graphic and notes
AVAYA CONFIDENTIAL
Provided only under Non Disclosure Agreement 40
© 2010 Avaya

41. Avaya Corporate Presentation
Avaya Aura™ Workforce Optimization 10.1 Performance Management Coaching
License enabled – Optional add-on
Automatic / Manual generation of coaching sessions based on skill gaps
Native integration with Perf Mgmt, Scorecards, QM, eLearning and WFM
Coaching sessions gather input and activity of both coach and trainee
Coach and trainee have time necessary for sessions to occur through integration with WFM.
A wide variety of attachment types can be used to support coaching sessions
Just speak to chart graphic and notes
AVAYA CONFIDENTIAL
Provided only under Non Disclosure Agreement 41
© 2010 Avaya

42. Provided only under Non Disclosure Agreement
Avaya Aura™ Workforce Optimization A Few Unique Differentiators vs. The Competition
Contact Recording
Feature: AES Application-Specific Licensing*
Benefits: 4No need to configure and pay for separate DMCC & TSAPI licenses
4Simpler design and less costly
* pre-requisite is CM AES (or newer of each)
Workforce Management
Features: Skill Synchronization and Skill Assignments + Reserve Agents
Benefits: 4More efficiently meet service level targets
4Deliver higher quality of service
Contact Recording Value-Add - Brand New with Avaya Aura™ Workforce Optimization !!
CR (top box)
Application Enablement Services (AES) “Application-Specific” licensing is simpler to configure & design, plus it is less costly – provisioning of the required DMCC, TSAPI and IP stn licenses required for to support the Avaya WFO recording channels is “built-into” the CR, QM and/or WFO packages.
An important pre-requisite for this great new feature is CM AES (or newer of each) – otherwise, Avaya WFO 10.0 will still work with CM 4.x and AES or newer, but the DMCC, TSAPI and IP stn licenses will have to be configured & purchased separately
Workforce Management Value-Add - Available Today but still very unique differentiators for Avaya Aura™ WFO (vs. competition) in Avaya infrastructure/application environment !!
WFM (2nd box)
Skill Synchronization and Skill Assignments -- This feature synchronizes the skills so that that there is a one-to-one relationship for agent skills between the WFM Forecasting & Scheduling software and the Avaya ACD.
Reserve Agents -- Avaya reserve agents are a method of designating agents to be available for work in a particular queue only when certain wait time conditions exist for the calls within that queue
WFM (3rd box)
Avaya ASCM (Agent Scorecards Metrics) Interface for …
 CMS - allows importing source measures from an Avaya CMS ACD to the Scorecards database in simple and easy way
 OA - allows importing source measures from an Avaya OA ACD to the Scorecards database in simple and easy way
Avaya CSI (Contact Statistics Interface) for …
 CMS Report - enables the historical contact statistics use in Forecasting and Scheduling
 Index, allows you to obtain contact statistics from the Index database server for use in Forecasting and Scheduling
 OA allows you to obtain contact statistics from the OA database for use in Forecasting and Scheduling
Avaya OSI (Outbound Statistics Interface) for Predictive Dialer - allows Integration Server to obtain outbound statistics data from an Avaya Predictive Dialer System and send it to the Workforce Management database.
Avaya Queue List History Importer - allows Integration Server to obtain static list data from an Avaya Predictive Dialer System and send it to the Workforce Management database.
Avaya STCI (Streaming Time Collection Interface ) for …
 CMS - allows Integration Server to obtain real time agent state data from an Avaya CMS server and send it to the Workforce Management database.
 OA - allows Integration Server to obtain real time agent state data from an OA database and send it to the Workforce Management database.
 Predictive Dialer - allows Integration Server to obtain real time agent state data from an Avaya Predictive Dialer System and send it to the Workforce Management database.
WFM (4th box)
Uses specialised algorithms.  In addition the current integrations are also designed to manage a blended inbound/outbound environment
Forecasting: Metrics including right party connect rate and dial plans to determine when staff need to be scheduled.
Outbound Service Goals: 1).Set amount of Right Party Connects for the campaign ) Set percent of the list that should have Right Party
Outbound Scheduling – Several features including ability to trade off against other media queues during blended and queue hopping multi contact scheduling
Outbound Tracking - For intraday management purposes
Adherence - Real Time Agent Adherence data can be gathered from dialer
Outbound Reports - Four outbound reports are available.
Queue Hopping- Supports the creation of outbound queue hopping activities
Feature: Suite of special interfaces between Avaya CMS & OA reporting / admin apps & WFM
Benefits: 4Agent forecasting and scheduling efficiencies
4CC manager productivity enhancements
Feature: Suite of special interfaces between Avaya Proactive Contact dialer app and WFM with patented outbound algorithms to manage the intricacies of outbound calling & scheduling
Benefits: 4Provides more comprehensive reporting data
4More intelligent agent scheduling
AVAYA CONFIDENTIAL
Provided only under Non Disclosure Agreement 42

43. Avaya Aura™ Workforce Optimization Our Customer Value Proposition
A complete unified WFO solution
Unique to Avaya
Not available from any other vendor
In the DNA of Avaya AuraTM Contact Center
Available through Avaya Partners, or Direct
from Avaya
Fully supported by Avaya Sales and Services organizations
Avaya has big expectations for our Workforce Optimization suite of software solutions. There is a large and growing market for workforce optimization solutions, and Avaya intends to be among the leading suppliers of these solutions.
Avaya Aura™ Workforce Optimization is in the very DNA of the Avaya Aura™ Contact Center (AACC) Suite.
While initially based on the industry-leading Verint WFO solution, Avaya is creating new, unique native integration with Performance Center, Agent Desktop, Control Manager, Voice Portal, and Proactive Contact.
Today’s Common management environment for AAWFO will be extended to included our new Performance Center and Control Manager solutions.
The co-development of Avaya and Verint on capabilities and features ensures Avaya customers of a very strong value proposition that also extends into the Services organization.
When a solution is developed by, native to, sold and supported by Avaya, the customer experience is easier controlled and better outcomes are realized.
Investment Protection with Future Releases
Unique native integration with Avaya Unified Communications, Avaya Aura TM, Avaya AuraTM Contact Center, Performance Center, Agent Desktop, Control Manager, Voice Portal, and Proactive Contact
Support for IP, TDM and SIP environments
A common recording solution for ALL Avaya customers, i.e., new, Avaya-heritage or NES-heritage
AVAYA CONFIDENTIAL
Provided only under Non Disclosure Agreement 43 43

44. Services: Ensuring Value & Success
Avaya Advisory Services
Formulating a clear plan with predictable business outcomes
Business Communications Advisory Services
Technical Advisory Services
Self-Funded Roadmap
Identify and qualify business improvement communication strategies
Identify business requirements through structured discovery & review
Unite business needs and technical capabilities
Align with key stakeholders
Technical support services, including architecture design reviews, network migration analysis, and more
Recommendation on design, approach and solutions that can deliver reliable and best-in-class capabilities
Prioritizes an architectural roadmap which delivers cost savings to help fund future technology investments
Assess and prioritize business needs
Discover and quantify cost savings opportunities
Implement and measure 44

45. Maximizing value with a comprehensive suite of services
End-to-End Avaya Services
Maximizing value with a comprehensive suite of services
Avaya Professional Services
Plan, Design, Integrate
Drive business results with communications technology
Global Support Services
Support
Maximize the value of your investment
Avaya Operations Services
Operate
Holistically manage your environment
© 2009 Avaya Inc. All rights reserved. 45 45

46. Why Choose Avaya Aura™ Workforce Optimization?
No Better Option for Avaya Contact Center Customers Who Want
to Extract Maximum Value from Current and Future Investments
It’s Integrated
Unlike the competition, AAWFO does not require the separate configuration and licensing of DMCC, TSAPI and CTI
It’s Fully-Backed by Avaya
Avaya is your sole vendor for WFO, from initial sale through to installation and on-going support
It’s a Truly Unified Suite
Unlike the competition, AAWFO components share a single database and common management GUI
It Grows with your Investment
Future releases of AAWFO will offer single sign-on, an integrated workspace, and data/KPI sharing with Avaya Performance Center resulting in more accurate scheduling, more effective coaching and ultimately, a better customer experience
By now you should have a solid understanding of the Avaya Aura™ Workforce Optimization solution and future direction. But why is the AAWFO solution a better choice for customers than competing WFO solutions? This crystallizes down to 4 very simple and compelling reasons.
It’s Integrated
Unlike the competition, the Avaya Aura™ WFO solution does not require the separate configuration and licensing of DMCC, TSAPI and CTI.
It’s Fully-Backed by Avaya
Avaya is your sole vendor for WFO, from initial sale through to installation and on-going support.
Note that JD Power recognized Avaya in 2009 for excellence in technology service & support.
It’s a Truly Unified Suite
Unlike the competition, the Avaya Aura™ WFO solution applications all share a single database and common management GUI
It Grows with your Investment
WFO is a key part of Avaya’s next generation CC roadmap
Future releases will offer single sign-on, an integrated workspace, and data/KPI sharing with Avaya Performance Center resulting in more accurate scheduling, more effective coaching and ultimately, a better customer experience
And, we are proud to say that JD Power recognized Avaya in 2009 for excellence in technology service & support.
AVAYA CONFIDENTIAL
Provided only under Non Disclosure Agreement 46
© 2009 Avaya Inc. All rights reserved.
© 2009 Avaya Inc. All rights reserved. 46 46

47. Thank You!