Avaya Contact Center Select Customer Presentation 112414 Avaya

Avaya Contact Center Select Customer Presentation 11/24/14

Avaya Midmarket Collaboration Solution Simple, Powerful & Affordable Contact Center Security © 2013 Avaya Inc. All rights reserved. Collaboration Networking 2

Consumers Are Driving Multichannel Adoption “I’ll text, IM, email, or chat. Please don’t make me call. ” Voice calls aren’t for everyone © 2013 Avaya Inc. All rights reserved. 3

Multichannel Today Silo’d Multichannel Operations Are Not Effective © 2013 Avaya Inc. All rights reserved. 4

Contact Center Challenges 4 Customers are wanting to communicate on their terms 4 Customers often need to repeat themselves once answered 4 Customers are reporting bad service with agents 4 Need to increase sales revenue 4 We don’t know our customers 4 Losing sales as callers are dropping before we answer Resolution 4 Incorporate email, web chat, SMS and fax into the contact center 4 Eliminate/reduce transfers 4 Record calls 4 Make outbound sales calls 4 Identify customers when they call 4 Identify and address problem areas 4 Seamless cross-channel experience and handoff between assisted and automated service 4 Customers want self-service, online, on the go, and on the phone © 2013 Avaya Inc. All rights reserved. 5

Resolution with Avaya Contact Center Select 4 Provide Multichannel to your customers – Include email, web chat, SMS, Fax and voice into your contact center 4 Implement Skills based routing – Eliminate transfers and improve customer satisfaction 4 Use Call recording – Eliminate conflicts, improve agent/customer interactions, 4 Enable blending of inbound and outbound calling – Maximize agent productivity © 2013 Avaya Inc. All rights reserved. 6

Resolution with Avaya Contact Center Select 4 Use Agent and Supervisor Desktop – Integrate to business applications (CRM) – Screen pop with history, dial from contact 4 Crucial Comprehensive reports – React to real time reports and move agents to balance traffic – Proactively use historical reports to optimize agents, uncover problem areas and balance agents 4 Integrate to Avaya Experience Portal – Self service, online, on the go, on the phone – Speech recognition and text to speech © 2013 Avaya Inc. All rights reserved. 7

Avaya Contact Center Select A Multichannel Contact Center Customers and Prospect Contact Center Resources Agent Groups Voice Agent Email Universal Queue SMS Web Chat Call Back Media-specific Skills-based routing External Destination Waiting Announcements IVR Fax © 2013 Avaya Inc. All rights reserved. Outbound Dialer 8

Solving Business Challenges with a Multichannel Contact Center Blended Inbound/Outbound Calling 4 Collections 4 Appointment and late payment reminders Email 4 Offload non-critical inquiries to email 4 Templates 4 Keyword routing 4 Special offers 4 Auto responses Improve Agent Occupancy and Increase Revenues Provide Fast Responses to Email Inquiries © 2013 Avaya Inc. All rights reserved. SMS/Chat 4 Push urls 4 Assist with online shopping 4 Product and services support Increase Sales/Support Efficiency Social Media* 4 Automate social response process 4 Best resource matching 4 Promote special offers Boost Customer Satisfaction * Planned roadmap for Avaya Contact Center Select – subject to change 9

Routing and Resource Prioritization 4 Route calls to the most appropriate resource or agent – Eliminate transfers – Improved customer experience ü Up to 1500 skills ü Up to 150 skills per agent § Set priority 1 -48 4 Dynamic agent standby if service levels fall Best agent to handle call Routing based on: 4 Dialed Number 4 IVR 4 Calling number 4 History © 2013 Avaya Inc. All rights reserved. Backup agent to handle call Backup agents or alternative 10

Call Recording 4 Better train agents and eliminate conflicts 4 Record agent Inbound/outbound calls – Sampling – Every call 4 Easily search for recorded calls by agent, CLI, dialed number…. . © 2013 Avaya Inc. All rights reserved. 11

Blended Inbound/Outbound Dialing 4 Increase sales revenue – Advertising campaigns – Upsell opportunities, post sale 4 Improved agent efficiency – Agents logged in to inbound/outbound – Automatically start outbound on reduced inbound traffic 4 Better prepared agents before ‘connect’ – ‘Preview’ customer information – Defined Agent scripts © 2013 Avaya Inc. All rights reserved. 12

Agent and Supervisor Desktop 4 Full multi-channel management 4 Consistent Handling of multiple contacts 4 Sharing of Customer Details, Screenpops on transfer History of all contacts types ü Screen pops ü Presence ü Real-time statistics ü Full session control ü Call back missed calls! ü 4 Reason/disposition codes 4 Full supervisor management – Force agent state – with reasons – Realtime © 2013 Avaya Inc. All rights reserved. 13

Comprehensive Reports “You can’t manage what you can’t (or don’t) measure!” 4 High impact, Fully customizable web based management and administration 4 Full control over agents, channels and groups 4 Historical and real time reports – all channels – Export to PDF, Excel, CSV – Automatic and Manual – ‘Canned’ templates – Fully customizable © 2013 Avaya Inc. All rights reserved. 14

Agent and Supervisor Desktop 4 Full multi-channel management 4 Consistent Handling of multiple contacts 4 Sharing of Customer Details, Screenpops on transfer History of all contacts types ü Screen pops ü Presence ü Real-time statistics ü Full session control ü Call back missed calls! ü 4 Reason/disposition codes 4 Full supervisor management – Force agent state – with reasons – Realtime © 2013 Avaya Inc. All rights reserved. 15

Avaya Contact Center Select Intuitive and Powerful Administration 4 Graphical ‘flowchart’ defines workflow for all channels 4 Predefined templates – Accelerate and simplify introduction 4 Simple screen ‘pops’ – Launch new browser/new tab in desktop – Integrate to external application 4 Provide comprehensive self service with Avaya Experience Portal – Add speech recognition and text to speech as an option © 2013 Avaya Inc. All rights reserved. 16

Avaya Midmarket Collaboration Solution Simple, Powerful & Affordable Contact Center 4 Multichannel Collaboration 4 Room, desktop, mobile 4 Skills based routing Unified Communications 4 Call recording and reporting 4 Broadest endpoint support 4 Simple, affordable 4 Conference control 4 Security Most flexible deployments Networking 4 User presence 4 Protects trunks Rich UC SIP feature set 4 Automated 4 Wi. Fi/3 G/4 G connectivity provisioning 4 Secures remote endpoints 4 Active packet inspection © 2013 Avaya Inc. All rights reserved. 4 Supports 3 rd party Mobility devices 4 Rich feature set 450% lower TCO 17