Avaya Aura TM Contact Center 6 x Avaya

Avaya Aura. TM Contact Center 6. x Avaya Aura. TM Contact Center 6. 1 Experience Management Next Generation Contact Center © 2010. All rights reserved. 1

Обзор Avaya Aura Contact Center © 2010. All rights reserved. Avaya Confidential 3 3

Avaya Aura. TM Contact Center Suite Solution and Promise Self Service Management & Administration Workforce Optimization Avaya Flare User Experience Avaya Aura CC Customer Service End Customer EMAIL Instant Messaging Business Applications Expert Assist © 2010. All rights reserved. Avaya Confidential 4

Social Media Integration Сканирует социальные сети и передает информацию агентам Avaya Contact Center Standard Media Inbound Contact Enterprise Contact Center Contact Routing Social Networks Managed Agents & Experts Avaya Social Media Manager Web Integration provided by Avaya Professional Services © 2010. All rights reserved. Avaya Confidential 13

Новые возможности Avaya Aura. TM Contact Center 6. 1 © 2010. All rights reserved. Avaya Confidential 16 16

New in Avaya Aura. TM Contact Center Release 6. 1 Мультимедийное дополнение к Avaya Call Center Elite Avaya Contact Centre Control Manager Встроенный soft-phone for Avaya Aura. TM Agent Desktop Для конфигурации с Communication Manager Интеграция с Avaya Voice Portal Интеграция с Avaya Aura. TM Workforce Optimization (WFO) Интеграция с Salesforce. com © 2010 2009 Avaya © 2010. Inc. All rights reserved. Avaya Confidential 17

Мультимедийное дополнение к Call Center Elite Voice: Avaya one-X Agent Multimedia: Avaya Aura Agent Desktop Avaya Contact Center Control Manager (Optional) Avaya Aura Contact Center 6. 1 4 Единое администрирование 4 Раздельные голосовые и мультимедийные контакты 4 Раздельные софт-клиенты агентов с двойной авторизацией 4 Раздельные отчеты Avaya Aura Call Center Elite 6. 0 CMS Recording IQ Avaya Aura Comm. Manager Avaya Voice Portal Avaya Aura Session Manager (Optional) Лицензия голосового агента не требуется если ААСС используется как мультимедийное расширение для CC Elite © 2010. All rights reserved. Avaya Confidential 19

Avaya Contact Center Control Manager Возможности 4 Централизованная точка администрирования для СС Elite или совместно СС Elite и Avaya Aura Contact Center – Поддерживает множественные Avaya Communication Managers, в обоих вариантах развертывания: multi-site и multi-tenant (виртуальный СС) 4 Расширенная система безопасности доступа основанная на ролях (permissions) интегрированная в Microsoft active directory 4 Avaya Contact Center Control Manager : – Используется для управления: Avaya Call Center Elite, Avaya Call Management System, Avaya IQ, Avaya Aura Workforce Optimization, Avaya Voice Portal, Avaya one-X Agent – Включает визуальный редактор потоков, который позволяет пользователям интуитивно создавать Vectors, Variables-in-Vectors, VDN Variables, Holiday Tables, Vector Routing Tables, Service Hours Tables and Policy Routing Tables for Percent Allocation Single point of administration, lower TCO © 2010. All rights reserved. Avaya Confidential 22

Встроенный Softphone только для Avaya Communication Manager Soft Phone во время вызова. 4 Встроенный в Avaya Aura Agent Desktop софтфон для передачи голоса Avaya Aura. TM Contact Center с Communication Manager – Требует отдельной лицензии 4 Avaya Aura. TM Contact Center 6. 1 с Communication Manager 5. 2. 1 – Софтфон встраивается в Avaya Aura Agent Desktop под контролем Avaya Aura. TM Contact Center – Медиа-поток приходит на Softphone в Avaya Aura Agent Desktop 4 Не доступен для Avaya Aura CC с NES CS 1000 4 Не доступен для Avaya Aura Contact Center как мультимедийное дополнение для Call Center Elite Не нужно отдельного телефонного аппарата! © 2010. All rights reserved. Avaya Confidential 23

Avaya Voice Portal Ключевые компоненты 4 Media Processing Platform (MPP) – Voice. XML браузер и обработка медиа 4 Application Execution Environment – Web Application Server для размещения приложений 4 Application Development Environment – Dialog Designer для разработки приложений 4 Voice Portal Management System – Единая точка администрирования, управления и отчетности Added value from integration with world class Avaya Voice Portal © 2010. All rights reserved. Avaya Confidential 25

Avaya Aura. TM Workforce Optimization 10. 1 Integration Возможности 4 «В струе» с видением Авайи SIP архитектуры – Запись SIP Contact Center черезa Avaya Media Server • SIP and non-SIP for CM/Midsize Enterprise customers – Dec 10 • SIP and non-SIP for CS 1 K customers – Mar 11 4 Высокая интеграция с Avaya Aura Contact Center 6. 1 – Avaya Contact Recording, Screen Recording (Quality Monitoring), e. Learning, and Workforce Management solutions available for Avaya and NES switch environments 4 Объединение регистраторов от NES CRQM 7. 0 и Avaya Aura WFO 10. 0 4 Поддерживается новая беспрерывная система записи экранов Avaya Contact Recorder (ACR) 4 Новые основные приложения для супервизора и агента Performance Management Coaching (консультирование) – Аналитики по агентам и процессам – 4 Локализация на 13 языков интерфейса хелпа и программы мониторинга качества 4 Windows 2008 and Linux OS support for ACR © 2010. All rights reserved. Avaya Confidential 28

Integration with Salesforce. com Benefits 4 Improve First Call Resolution – Improve resource selection and match with the best agent available based on information from Salesforce. com 4 Convert data into actionable insights for real-time responses 4 Use Knowledge Base for driving up-sell and cross-sell – Easy search of Salesforce. com Knowledge Base reduces time to resolution – improving operational efficiency 4 Out-of-the box integration through Web Services interfaces – Lower cost and complexity compared to integration which require middleware 4 SIP-driven full contextual information to agents helps enhance agent productivity and improve customer satisfaction 4 Centralized configuration simplifies deployment and control, reducing complexity and cost for IT © 2010. All rights reserved. Avaya Confidential 29

Integration with Salesforce. com 4 Benefits and Feature Examples – Multi-Dimensional Screen Pop leveraging all session data • Leave CTI restrictions behind you – use rich information from SIP contact center session to drive CRM functionality such as screen-pops through Web Services • All session information is passed on with the interaction and available to drive information delivery to agents for maximum productivity – Access to Knowledge Base • Provide access to Salesforce. com Knowledge from Avaya Aura Agent Desktop for quick problem resolution – Data Driven Routing • Make best routing decisions with flexible data lookup into Salesforce. com database from Avaya workflow to deliver every interaction to the best suited agent – Elimination of complex CTI middleware and implementation costs 4 Implementation – Integration features are available out of the box at no additional license cost – Settings in centralized Avaya Aura Contact Center configuration files enable integration and facilitate rollout – Fully tested and documented features, many more applications are possible © 2010. All rights reserved. Avaya Confidential 30

Integration with Salesforce. com Deliver screen-pop to agent desktop Incoming Caller ID. . . Avaya Agent Desktop with all call and agent control features always available . . . drives corresponding contact record to be popped in agent desktop No unproductive time at beginning of call with customer records immediately available © 2010. All rights reserved. Avaya Confidential 31

Integration with Salesforce. com Search field for Knowledge Management Push search terms from call context into Knowledge Base for quick suggestions © 2010. All rights reserved. Avaya Confidential 32

Avaya Aura. TM Contact Center Дополнительные компоненты © 2010. All rights reserved. Avaya Confidential 33 33

Avaya Aura. TM Contact Center Особенности архитектуры © 2010. All rights reserved. Avaya Confidential 36 36

Что мы делаем по-другому - видение New Contact Center for new Customer Service Realities Media якорь vs. . движение Взаимосвязанное управление Всесторонее vs. . Транзакции Стратегия работы с контактом Создавать vs. . реагировать Technology Foundation: SIP Architecture versus SIP Protocol © 2010. All rights reserved. Avaya Confidential 37

Media: “Anchor” vs “Push” Customer Service Collaboration Session Traditional Routing Model Customer Data Customer Multi-Channel Service Self-Service Customer Routed to Agent CTI Customer Data Recording Resources Brought to the Customer ? Customer Routed to Agent CTI Self-Service Customer Context Media Anchoring Customer Data Agent Assist Expert Assist Recording © 2010. All rights reserved. Avaya Confidential 38 38

Experience Management Innovation: Persistent Contextual, Collaborative Sessions End Customer Live and interactive SIP conversations orchestrated throughout contact interaction Customer Specific Data Reporting Insights Self-Service End Customer Interaction Session stays anchored at a fixed point ? Expert Assist Relevant Context delivered to Agent during live customer interaction Session Context Intelligent Customer Routing based on contextual data from the enterprise with external data queries Collaborative Sessions Host Data Exchange Agent Assist Recording Analytics and Call Recording feeds customer specific data to SIP string and activates call © 2010. All rights reserved. recording Avaya Confidential 39 39

Customer Contact Strategy: “Shape” versus “React” Proactively Managing multimedia inbound/outbound automated and assisted care Applications Customer E Mail Welcome Aboard Text Payment Reminder Voice Product Promotion Customer Outbound Customer Subscription Renewals Customer E Mail Product Support Customer Text Corporate Directory Customer Voice Inbound SIP Proactive Outreach Avaya Aura Contact Center And Voice Portal SIP Live Agent (as needed) Self Service Ordering and Payments © 2010. All rights reserved. Avaya Confidential 40 40

Avaya Aura. TM Contact Center Совместимость, ёмкость, миграция © 2010. All rights reserved. Avaya Confidential 41 41

Compatibility Matrix Avaya Aura Contact Center 6. 0 Avaya Aura Contact Center 6. 1 CS 1000 Rel 5, 5. 5, 6, 7 Yes Avaya Aura Communication Manager 5. 2. 1 for Midsize Enterprise Yes Avaya Aura Communication Manager 5. 2. 1 Yes Multimedia adjunct to Avaya Call Center Elite No Yes Avaya Contact Center Express Migration Option (Commercial) No Yes Media Processing Server, Interactive Communications Portal Avaya Voice Portal, Media Processing Server, Interactive Communications Portal NES CRQM* 7. 0 only for CS 1000 deployments Avaya Aura. TM Workforce Optimization 10. 1 Self Service integration Workforce Optimization integration *Contact Recording and Quality Monitoring © 2010. All rights reserved. Avaya Confidential 42

Phone compatibility Avaya Aura Contact Center 6. 0 NES Heritage phones Avaya IP phones Avaya Aura Contact Center 6. 1 All 11 xx Series (as Agent or Supervisor) 12 xx Series (as Agent or Supervisor) 1230 recommended i 2002 (as Agent) i 2004, i 2050 & M 3905 (as Agent or Supervisor) i 2004, i 2050 & M 3905 Agent or Supervisor) All M 3904 (as Supervisor) 96 xx series IP desk phones 46 xx series IP desk phones 96 xxseries IP desk phones 46 xx series IP desk phones H. 323 Soft phone for Communication Manager Not applicable configuration (as Embedded within Avaya Aura Agent Desktop for Communication Manager 5. 2. 1 only © 2010. All rights reserved. Avaya Confidential 43

Avaya Aura. TM Contact Center 6. 1 Capacity, Switch and OS Support Platform Releases Avaya Aura (Midsize Enterprises) 5. 2. 1 Avaya Aura (Standalone) 5. 2. 1 Voice Agents Multimedia Agents 300 1, 000 Avaya CM with CC Elite 3. x 4. x 5. 2 Defined by limits of Avaya Server driving CM 3, 000** CS 1000 SIP 5. X 6. x 7. x 1, 500 CS 1000 M AML 5. X 6. x 2, 250 CS 1000 E AML 5. X 6. x 3, 350 3, 000 CS 1000 E AML 7. X 5, 000 3, 000 OS: Windows server Server 2008 R 2 64 bit Standard and Enterprise Editions Client: Windows XP, Vista and Windows 7. 0 - 32 bit & 64 bit Processor: Quad Xeon 2. 8 GHz with 8 Gb of RAM. Virtualisation support: Microsoft Hyper V, VMware v. Sphere 4. 0 **When supporting 3000 multimedia agents with Avaya Call Center Elite, no voice agents are provisioned on Avaya Aura CC © 2010. All rights reserved. Avaya Confidential 44

Assisted Experience Management Migration Steps Interaction Center 7. 3 Enterprise Interaction Center 7. 2 CC 5. 2 (Elite) CC 6. 0 VOICE CC 6. 2 Mid-Market and Contact Center Express AACC 6. 2 CCE 5. 0 CC 7. 1 / CC 7. 1 Express AACC 6. 0 MULTIMEDIA 4 Add-on licenses to Elite, IC, CCE 4 Multi-media add-on to Elite: IC or CCE Today AACC 6. 1 Jul 2010 4 Add-on licenses to Elite, IC, CCE 4 Multi-media add-on to Elite: Avaya AACC Nov 2010 4 Add-on licenses to Elite, IC, CCE May 2011 © 2010. All rights reserved. Avaya Confidential 45 45

Avaya Aura® Contact Center 6. 2 June 2011 © 2010. All rights reserved. Avaya Confidential 46 46

AACC 6. 2 Обзор Ключевые моменты 4 Интеграция AACC и Elite – Единый общий agent desktop! – Общая отчетность по всем каналам! 4 Контекстно-ориентированное взаимодействие – Avaya Aura Session Manager 6. 1 с Avaya Aura Presence Services 4 Виртуальный Contact Center – Узлы ААСС в нескольких локациях – Работает с Avaya Aura Communication Manager, Avaya Session Manager and Avaya NES Communication Server 1000 A unified, next generation contact center solution Improve First Contact Resolution (FCR) Impact Agent Productivity Reduce Total Cost of Ownership (TCO) via a Centralized Management Model Reduce Total Cost of Ownership (TCO) with virtually zero downtime 48

AACC 6. 2 Scalability and Supported Systems Concurrent Multimedia Agents Supported Releases Concurrent Voice Agents 3 x - 4 - 5 x - 6 x Per Elite on CM release limit 3, 000 Avaya Aura (CM-MBT) 5. 2. 1 300 Avaya Aura (CM Standalone) 5. 2. 1 1, 000 Avaya Aura (with Session Manager) SM 6. 0; CM 6. 01; AES 6. 1 3, 000 5. - 6. - 7. x 1, 500 CS 1000 M AML 5. - 6. x 2, 250 CS 1000 E AML 5. - 6. x 3, 350 3, 000 CS 1000 E AML 7. X 5, 000 3, 000 Avaya Platform CC Elite Adjunct CS 1000 SIP 49

Мультимедийный компаньон к Call Center Elite Multimedia Voice and Multimedia: Avaya Agent Desktop (AADD) Voice Avaya Contact Center Control Manager (Optional) Avaya Aura Contact Center 6. 2 4 Единое администрирование агентов 4 Единый Agent Desktop 4 Единое управление производительностью и отчетностью Avaya Aura Call Center Elite 6. 0 CMS IQ Recording Avaya Aura Communication Manager 6. x Avaya Voice Portal / Experience Portal (Optional) Avaya Aura Session Manager (Optional) Лицензия голосового агента не требуется если ААСС используется как мультимедийное расширение для CC Elite 52

AACC 6. 2 Orchestration 4 Avaya Orchestration Designer 6. 0 предоставляет общее окружение “Service Creation Environment” для: – Avaya Aura Contact Center 6. 2 – Avaya Aura Experience Portal 6. 0 4 Управляет контакт-центром и сервисом самообслуживания в едином инструментарии – Сочетает в себе лучшее из Avaya NES SCE (Service Creation Environment) и Avaya Dialog Designer – Создает процессы (workflows) для Avaya Aura Contact Center – Создает CCXML и VXML приложения для Voice Portal (VP), Interactive Response (IR), Media Processing Server (MPS), Interactive Communication Portal (ICP) and/or Avaya Aura Experience Portal 57

AACC 6. 2 и интеграция самообслуживания Front-end and Back-end Self Service End Customer 4 Интеграция Avaya Voice Portal 5. 1 и Avaya Aura Experience Portal 6. 0 для – Интеллектуального выбора агента основанного на ID&V (advanced segmentation): ANI, DNIS, DTMF or Speech entry and SIP parsing – Расширенная обработка ожидания – IVR (credit card authentication, auto call completion) AACC 4 Лучший в классе business continuity (непрерывность бизнес-процессов) 4 Гибкая архитектура поддерживает 10 тыс. портов. AACC for Assisted Service AVP / AAEx. P for Self-Service 4 Встроенная аналитика и отчетность 4 Защита инвестиций в устаревшие приложения Leverage “Experience Portal First” and Mid-Assignment Integration © 2010. All rights reserved. Avaya Confidential 58

Virtual CC Support across Avaya Call Servers AACC#1 AACC#2 AACC#3 Skill #1 Skill #2 Skill #4 Skill #3 Skill #5 CS 1000 AML CS 1000 SIP Communication Manager/ Session Manager Network Skillsets AACC Administrator Network Control Center (NCC) 61

AACC Geographic + CM Survivable Core Branch: Warm Standby AACC Primary Site: Hot Standby Campus AACC (W) AACC (A) AMS 7. x (A) AACC (S) TR-87 AMS 7. x (S) AES 6. 1 Active AES 6. 1 Standby AES 6. 1 ASAI SIP SM #1 6. 1 SM #2 6. 1 WAN SIP SM #3 6. 1 CCMM (S) CM 6. 0. 1 Active Survivable Core CM 6. 0. 1 Standby RTP G 4 xx PSTN Note new name for ESS/LSP : CM Survivable (Processor) 62

Avaya Aura. TM Contact Center Сравнение с конкурентами © 2010. All rights reserved. Avaya Confidential 63 63

Mier. Consulting Contact Center Report © 2010. All rights reserved. Avaya Confidential 64

Key Competitive Factors Aspect UIP Factors Scalability Avaya Aura CC 10 – 1, 000 Blended Agents for multimedia, in and out bound; Plans to expend to 5000 agents Reliability High Availability & Hot standby Aspect Unified IP Up to 1, 500 blended agents but expensive for small implementations High Availability Geographic redundancy Zero touch recovery Reporting Over 120 standard reports across all customer touch points, multi-channel; Reporting ported from legacy Aspect Telecommunications product Easy to use report customization wizard Agent desktop Full featured, easy and intuitive agent desktop with Agent efficiency features such as email editor, auto suggest, auto response, and context sensitive IM with presence. Desktop dated, from legacy Davox dialer. Management and Administration Simple management interface. Better unified administration and routing across multiple systems Unified Command Control introduced to manage the many disparate pieces of the solution from multiple acquired vendors Call Routing Open universal queue across all channels for skills based routing. Legacy Cell. IT call routing Standards-based Eclipse service creation environment uses GUI for multichannel contact flow design Simplistic M 3 design tool based on proprietary software, not Eclipse Integration of federated OCS presence, messaging and application enablement services through Avaya Aura Presence requires additional MOC window – not integrated into agent desktop. UC Integration No integrated presence – an extra MOC pop-up window No integration of video on agent phone. Server Design Scales from 100’s of CC users on a single server to 1000’s on a multi server design VMWare implemented within the contact center suite to help decrease number of servers required © 2010. All rights reserved. Avaya Confidential 65

Avaya Aura. TM Contact Center 6. х Course end СПАСИБО! © 2010. All rights reserved. 66