Tell Me AbouT…
...Avaya Contact Centre Solutions
Westcon is a value added distributor of category-leading unified
communications, infrastructure, data centre and security solutions with a
global network of specialty resellers. Our teams create unique programs
and provide exceptional support to accelerate the business of our partners.
Strong relationships at every level of the Westcon organisation enable our
partners to receive support tailored to their needs. From global logistics
and flexible customised financing solutions to pre-sales, technical and
engineering assistance, we work with our partners to respond with agility
and speed to changing market conditions so they can achieve the fastest
time to revenue.
The Avaya team at Westcon Convergence provides support through
every aspect of the sales cycle, offering dedicated account management,
marketing and a wide range of pre and post sales training and support.
With a consultative approach the team is dedicated to helping you develop
compelling solutions and grow your business.
This guide is designed to help you understand Avaya Contact Centre
solutions and the benefits they bring to your customer.
Product Management Group
WestconAvaya
Contents
INTRODUCTION
4 How Westcon Convergence supports its Resellers 5 Market Overview
6 Avaya Contact Centre Solutions at a glance
ASSISTED EXPERIENCE MANAGEMENT
8 Avaya Aura Call Center Elite 8 Business Advocate
9 one-X Agent
11 Avaya Aura Contact Center (AACC)
14 Avaya Contact Center Control Manager (ACCCM) 15 Avaya One Touch Video
16 Interaction Center
19 Avaya Social Media Manager
AUTOMATED EXPERIENCE MANAGEMENT
21 Avaya Aura Experience Portal (Self Service)23 Avaya Aura Orchestration Designer (AAOD) 25 Callback Assist (Self Service)
26 Avaya Aura Proactive Contact
27 Proactive Outreach Manager (Outbound and Self Service)
AUTOMATED EXPERIENCE MANAGEMENT PERFORMANCE MANAGEMENT SOCIAL MEDIA MANAGER INTERAC- TION CENTER ONE TOUCH VIDEO AURA CALL CENTER ELITE AURA CONTACT CENTER NES CONTACT CENTER ONE-X AGENT CONTACT CENTER CONTROL MANAGER PROACTIVE OUTREACH MANAGER AURA ORCHES-TRATION DESIGNER AURA PROACTIVE CONTACT CALLBACK ASSIST AURA EXPERIENCE PORTAL DESKTOP WALL-BOARD AURA WORKFORCE OPTIMI-ZATION PERFOR-MANCE CENTER CONTACT ANALYZER CALL MANAGE-MENT SYSTEM ASSISTED EXPERIENCE MANAGEMENT SPEECH ANALYTICS OPERA-TIONAL ANALYST
PERFORMANCE MANAGEMENT
29 Call Management System (CMS) 29 Contact Analyzer30 Desktop Wallboard 30 Performance Center 31 Operational Analyst
32 Avaya Aura Workforce Optimization 33 Avaya Speech Analytics
HEADSETS
36 Plantronics41 Plantronics Configuration Guide 44 Jabra
How Westcon Convergence supports its Resellers
Westcon is dedicated to supporting its resellers’ businesses, and we aim to make working with us an enjoyable
and profitable experience. With extensive experience of supporting multiple reseller channels, we know that
the key to this is to invest heavily in highly-skilled staff, a comprehensive range of services and market leading
products.
accounT managemenT
A dedicated account manager ensures that our resellers have access to the full range of support and development resources that the Westcon Avaya partnership offers:
• Experience and knowledge to help grow your business • Complete commercial ownership
• Regular product, pricing and promotion updates • Business development support
Training and knowLedge deveLopmenT
Westcon Academy offers a comprehensive training portfolio with a range of Avaya sales, pre and post sales training courses.
• Exclusive solution sales training delivered by leading industry experts
• Comprehensive, hands-on technical training • Book online at the Westcon Academy site • Bespoke training courses and workshops
pre-saLes supporT
Our highly experienced pre-sales team offer a wealth of knowledge and expertise in the following areas:
• Advice and consultancy
• Full support during the bidding process • System design validation
• Support and advice for complex and multi-vendor solutions
• Full system configuration and pricing
• Customer presentations and solution demonstrations
proFessionaL services
The Westcon Convergence Professional Services team have extensive experience in implementing and supporting the entire Avaya portfolio. Our services include:
• Solution pre-staging
• System installation and commissioning • Technical Support
• Maintenance
• VoIP network readiness testing • Project management
cusTomer operaTions
With a strong focus on customer service, Westcon provides comprehensive operational support. Our customer operations team offers the following:
• Efficient logistics
• Order processing and fulfilment • E-Commerce
• Query resolution
markeTing
Our compelling market leading programmes are designed to help you develop your own skills and expertise and to develop your convergence business:
• Dedicated Avaya product management • Channel marketing support
• Comprehensive demand generation initiatives • Marketing customisation service
• Regular product forums & road shows
our web porTaL
Our exclusive web portal provides access to innovative convergence solutions and advanced reseller support services, helping to develop competitive advantage, profitable business and truly converged solutions. Features include:
• Multi-vendor resources and services • Extensive Avaya collateral
• Sales and marketing tools • Promotions and incentives
• Access to Westcon Convergence events convergence.westcon.com
Market overview
The imporTance oF cusTomer service
83%
of customers will buy more from companies that make doing business easier70%
of customers will spend more money for good customer service20%
Customers will spend
more with companies providing good customer service
Consumer, January 2011 - Wall Street Journal, April 2011
63%
15% 27% 27% 27%
9% 15% 8% 10% 9%
Voice
(agent) Fax Voice (self) Email Web SMS Chat Video Social Media IM
Source: Webtorials Editorial / Analyst Division inTeracTion wiTh cusTomer service channeLs
Challengers Leaders
Niche Players Visionaries
A bi lit y t o e xe cu te Completeness of vision siemens enterprise communications huawei nec alcatel-Lucent mitel altitude software aastra enghouse interactive ZTe vocalcom sap aspect interactive intelligence cisco avaYa genesys http://www.gartner.com/technology/reprints.do?id=1-1B5HWWN&ct=120629
Avaya Contact Centre Solutions at a glance
AUTOMATED EXPERIENCE MANAGEMENT PERFORMANCE MANAGEMENT SOCIAL MEDIA MANAGER INTERAC- TION CENTER ONE TOUCH VIDEO AURA CALL CENTER ELITE AURA CONTACT CENTER NES CONTACT CENTER ONE-X AGENT CONTACT CENTER CONTROL MANAGER PROACTIVE OUTREACH MANAGER AURA ORCHES-TRATION DESIGNER AURA PROACTIVE CONTACT CALLBACK ASSIST AURA EXPERIENCE PORTAL DESKTOP WALL-BOARD AURA WORKFORCE OPTIMI-ZATION PERFOR-MANCE CENTER CONTACT ANALYZER CALL MANAGE-MENT SYSTEM ASSISTED EXPERIENCE MANAGEMENT SPEECH ANALYTICS OPERA-TIONAL ANALYSTAUTOMATED EXPERIENCE MANAGEMENT PERFORMANCE MANAGEMENT SOCIAL MEDIA MANAGER INTERAC- TION CENTER ONE TOUCH VIDEO AURA CALL CENTER ELITE AURA CONTACT CENTER NES CONTACT CENTER ONE-X AGENT CONTACT CENTER CONTROL MANAGER PROACTIVE OUTREACH MANAGER AURA ORCHES-TRATION DESIGNER AURA PROACTIVE CONTACT CALLBACK ASSIST AURA EXPERIENCE PORTAL DESKTOP WALL-BOARD AURA WORKFORCE OPTIMI-ZATION PERFOR-MANCE CENTER CONTACT ANALYZER CALL MANAGE-MENT SYSTEM ASSISTED EXPERIENCE MANAGEMENT SPEECH ANALYTICS OPERA-TIONAL ANALYST
in more details...
ASSISTED
EXPERIENCE
MANAGEMENT
business Advocate
business Advocate manages all voice, email and
web chat interactions via a single universal queue,
intelligently routing customers in real-time to the
best agent for their needs. It takes into account
pre-established business objectives, customer needs and
business value, and the skills and availability of the
current agent pool.
Business Advocate actively monitors all of this information, making rapid decisions about which agent should be matched to which customer. This may mean connecting to the agent whose immediate service may produce the greatest value, instead of the caller who has waited longest.
Business Advocate is now included in both Avaya Aura Call Center Elite and Avaya Interaction Center at no additional cost. Business Advocate is now an entitlement within Avaya Aura Call Center Elite (additional hardware required).
Avaya Aura Call Center elite
The Call Center elite call routing software is an Automatic Call Distribution application that maximises routing
and resource selection, allowing agents to handle calls more effectively and improving overall productivity.
Avaya Aura Call Center Elite offers conditional (if/then) call routing, using context-based inputs and versatile selection capabilities. Managers can choose whether inbound calls connect with:
Virtual call routing allows businesses with multiple sites to maximise resource utilisation across all locations.
Call Center Elite can integrate with traditional circuit-switched, H.323 and SIP networks (as well as hybrid environments), allowing businesses to protect existing hardware and software investments.
FeaTures & beneFiTs
• improve call-routing flexibility: Sophisticated call routing capabilities give managers a wide range of options. They can connect inbound calls to the least busy agent, the first available agent, or the agent with the skills that best match the individual customer's needs.
• reduce costs, increase efficiency: Businesses can support agent specialisation and consolidate resources across sites to help build a more efficient, less costly call centre
• deliver personalised service: The system allows managers to route calls to agents with specialised knowledge of products or processes, allowing them to provide informed, personalised service
FeaTures & beneFiTs
• maximise every call: This application lets companies define customer segmentation policies and service level goals based on business objectives. This ensures that resources are allocated in ways that maximise the value of each customer contact. • get more control, with less work: Automated
control, based on user-defined business rules, ensures that supervisors can manage agents and call distribution as they need to, without time-consuming manual intervention.
• improve call centre efficiency: Capabilities like Predicted Wait Time and Reserve Agent Pools allow Business Advocate to foresee events that could impact service and respond automatically in real time. This helps the contact centre handle peaks in demand and other problems quickly and efficiently, without inconveniencing customers.
As of Contact Center Release 6.0 Business Advocate functionality was merged into CC Elite.
1 min
the least busy agent,
the first available agent,
or the one with skills that best match the customer’s needs.
one-X Agent
one-X Agent is a desktop software application built specifically to meet the needs of contact centre agents,
providing them with the software they need to be more productive, whether they’re working in a headquarters
location, a branch office or home office.
One-touch access to functions such as ‘conference’, ‘transfer’ and ‘supervisor assist’ enables agents to effectively manage both communications and agent tasks, making them more responsive and collaborative regardless of where they are working. Integrated presence and instant messaging help one-X Agent users reach out to an available expert anywhere in the enterprise. Embedded desktop sharing allows agents to get immediate supervisor assistance if necessary. With one-X Agent, agents have the tools they need to drive first call resolution and high customer satisfaction.
keY FeaTures
• call control: Answer/release, click-to-dial/IM, hold/ unhold, conference & transfer
• integrated tutorials & help: Ideal for new agents • pre-recorded agent greetings: Consistency when
greeting customers
• contact lists: Individual, shared or via MS Outlook • soft TTY: Hearing impaired customers are served
within the same queue as other calls
• business continuity options: Inherent within the embedded connectivity and virtualisation choices • central management: Create and manage profiles
from a centralised web client interface
• dynamic hot desk: Encourages agents mobility and allows agents to sit at any desk
• supervisor desktop: One-click access is provided to all key supervisor features such as ‘barge-in’
keY beneFiTs
• real-time decision making: Real-time status updates of key performance indicators keep agents informed of queue status, talk time and other configurable metrics.
• improved agent productivity: Screen pop-up of customer contextual data improves productivity and customer satisfaction, eliminating time-consuming agent lookup of relevant information.
• enhanced agent training: Supervisor Desktop offers one-click access to functions such as service observing barge-in, and "quick alert" messaging to agents. A supervisor can coach an agent using instant messaging and viewing chat logs to ensure compliance.
• increased agent flexibility: Agents can sit at any desk and see their own customised instance of one-X Agent, facilitating agent mobility and maximising use of real estate.
One-X Agent
speciFicaTions
pc conFiguraTion • 1GHz Pentium processor minimum, 2GHz recommended
• Up to 500MB of available hard disk space; Vista may require more
• 1GB RAM minimum, 2GB or higher optimal if other applications run in parallel • Full-duplex sound card, headset for VoIP operation
• Operating systems supported for agent desktop PC operation: • Microsoft Windows XP Professional (32 or 64 bit)
• Microsoft Windows Vista (32 or 64 bit) • Microsoft Windows Server 2003, 2008 • Microsoft Windows 7
• Server for Central Management: • 2.33 GHz quad-core processor • 16M RAM
• 40GB hard disk • Red Hat Linux 5.2 OS
• Video camera and Avaya Video Telephony Server (AVTS) license required for video
avaYa pbX reLease • Avaya Communication Manager (CM) 2.x or higher for general operation
• Avaya CM 3.0 or later if control is shared control with an existing physical phone (Desk Phone option)
• Avaya CM 4.0 or higher if video is used
caLL cenTer soFTware
reLease • Call Center 2.x or later
oTher reQuiremenTs • Advanced Segmentation screen pop requires Communication Manager 3.0 or later
• Avaya Switcher II adapter is required for agent greetings in Other Phone and Desk
depLoYmenT opTions
• desktop: IT departments can create a customised silent install to push to the application to the agent desktop. This removes the need for user intervention in the setup process and ensures that agents are up and running immediately
• virtualisation: The following virtualisation platforms are supported for thin agent desktop: • MS Windows 2008 Server
• Citrix XenApp™ (formerly Citrix Presentation Server 4.5) with option for application streaming environment • Sun Ray™
• VMWare® ESX/VDI with Virtual Desktop compuTer: Voice over IP
(VoIP) functionality with the PC acting as the ‘phone’ desk phone: Telephony control is shared between one-X Agent and the desk phone
oTher phone: Ideal for home workers as the voice is sent via the agent’s home phone
AACC is a standards-based, robust, software-only solution that facilitates agents and knowledge workers to
efficiently and effectively collaborate with customers and partners across multiple media types to manage
customer experience, deliver exemplary service, generate profitable revenues, assert brand identity and remain
competitive.
• Leverage real-time and historical information to deliver seamless, context-sensitive customer care • Facilitates communication via voice and multimedia channels
• SIP-based solution with standard SOA and Web-services interfaces for maximum flexibility
• Virtualisation support facilitates server consolidation and promotes greater flexibility around deployments
• A contact centre that consistently delivers a unified, efficient and highly personalised customer contact experience
Avaya Aura Contact Center (AACC)
FeaTures & beneFiTs
• enhanced customer service: Multimedia capabilities allow routing of communications via voice, email, instant messaging and more. Context preservation allows employees to better anticipate customer needs, improving first-contact resolution.
• improved agent
efficiency: Powerful desktop software allows agents to simultaneously handle multiple contacts and quickly access customer context information
• make supervisors more effective: A suite of easy-to-use administration tools reduce complexity and lower implementation overhead • get maximum flexibility:
Open standards and a SIP-based architecture simplify development and integration of new functionality. A low server footprint increases agility while offering room for growth.
• improve security and reliability: The software features real-time shadowing and automatic switchover for all core components, with zero-touch recovery
Note: Customers with legacy NES Contact Center are able to upgrade to AACC. For more information and pricing, please contact your Westcon Account Manager.
Customers EMAIL WEBCHAT INSTANT
MESSAGE SOCIALMEDIA VOICE OUTBOUND SCREEN
POP RECORDINGCALL REPORTING/ANALYTICS
VOICE (SELF) INTELLIGENT ROUTING
Avaya Aura
Contact Center (3rd party required)
aacc For mid-markeT
For mid-market customers, there are packaged offers based around Avaya Aura Contact Center. This programme – AACC-M includes the following three packages:
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aacc email
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web chat agent
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instant message
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preview / progressive
outbound agent
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call recording port and aawFo
compliance recording agent Licence
self-service
announcement
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self-service
dialog port
screen pop (1
supervisor per 10
voice agents)
ha option available
minimum reQuiremenTs & supporTed capabiLiTies
Switch• Avaya Aura Communication Manager CM5.2.1+ standalone (with limitations) • Avaya Aura MES
• Avaya CS 1000 R 5.0, 5.5, 6.0, 7.0
Operating system Windows Server 2008 R2, 64 bit Standard and Enterprise Editions
Client Windows XP, Vista, Windows 7.0
Processor Quad Xeon 2.8 GHz with 8Gb of RAM
Virtualisation Microsoft Hyper V, VMware vSphere 4.0
Agent/Supervisor Devices
• H.323
• Avaya 16xx series IP Deskphones • Avaya 46xx series IP Deskphones • Avaya 96xx series IP Deskphones
• Avaya one-X® Communicator 5.2 or later • Embedded H.323 Softphone with Avaya
Aura® Agent Desktop • Digital
• Avaya 24xx Digital Phones • Avaya 64xx Digital Phones
• IP/Unistim Stack
• Avaya 11xx series Deskphone • Avaya 12xx series Deskphone • Avaya 2002 IP Deskphone • Avaya 2050 IP Deskphone • Avaya 2004 IP Deskphone • Avaya 2007 IP Deskphone • Digital
• Avaya 3904 Digital Deskphone • Avaya 3905 Digital Deskphone
Agent Desktop Avaya Aura Agent Desktop
Multichannel Fully blended support for voice, email, IM, Web Chat, Fax, SMS and social media contact types Multiple call handling Up to 6 simultaneous contacts can be handled by an agent (One voice call and up to five additional non-voice contacts) Offsite Agent Avaya Aura® Offsite Agent solution allows contact centre agents to work from any remote location whether that be a home or via a mobile phone Virtual Contact Center Supports networked skills based assignment selection for voice and CTI data across up to 30 nodes in a single Virtual Contact Centre Reporting Granular and customisable real-time and historical reporting for voice and multimedia
Scripting/Workflow Built-in Graphical Orchestration Designer tool. Legacy text-based scripting fully supported and can be imported into Orchestration Designer. Self Service Avaya Aura® Experience Portal, Voice Portal MPS 500 or MPS 1000 3.0, 3.5 (FP 2/3)
Outbound Campaigns Optional preview and progressive outbound dialing with integrated campaigns manager or with the Proactive Contact solution. Workforce Optimization Avaya Aura® Workforce Optimization is built in and does not require the separate configuration and licensing of DMCC, TSAPI and CTI licences
inTegraTed approach
AACC is a powerful standalone solution but it can also integrate to other key areas of the Contact Centre portfolio:
avaYa aura
conTacT
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avaYa aura
eXperience
porTaL
sociaL media
manager
avaYa conTacT
cenTre conTroL
manager
Can be used as an IVR front end to AACC Provides an affordable multi-channel add-on solution Centralised operational administration Integrate social media into the contact centreACCCM provides centralised operational administration exclusively for Avaya Contact Center Applications.
ACCCM allows one-time definition and on-going management of the following entities and data relevant to contact centre systems: Agents, Skills, VDN’s, extensions, call flows, IVR working hours, dynamic prompts and menu content.
• access control: Advanced security engine that includes roles-based permissions and is integrated to Active directory
• graphical call Flow design Tool: Allows administrators to drag and drop icons to create vectors with export capability to Visio • multi Tenancy: Allows Service Providers to provide customers with access to the Avaya environment with full partitioning • ivr: Enables the design & management of voice applications from a web interface and control of the entire IVR
Avaya Contact Center Control Manager (ACCCM)
FeaTures & beneFiTs
• Centralised management and administration of all contact centre applications
• User-friendly, web-based, highly personalised thin client application interface
• Full tenant partitioning with role-based access controls • Single deployment of ACCCM supports multiple Avaya
Communication Manager systems
• Non-technical staff can perform administrative tasks easily, based on ACCCM’s enhanced role-based permission engine
• Seamless transition for customers with a mixed environment of Avaya Aura Contact Centers • Negligible hardware requirements, a green solution
enabling virtualisation and cloud networking and processing
• Scalable, accommodating organizations of all sizes • Intuitive visual call flow design and vector management • Full Microsoft Active Directory integration with single
sign-on functionality
ACCCM seamlessly integrates with and supports operational administration of Avaya’s entire Contact Centre suite, including: avaYa aura
communicaTion
manager avaYa aura conTacT cenTer
avaYa aura perFormance cenTer avaYa proacTive conTacT avaYa caLL managemenT sYsTems avaYa one-X agenT avaYa aura eXperience porTaL avaYa conTacT cenTer eXpress avaYa inTeracTion cenTer avaYa voice porTaL avaYa workForce opTimiZaTion avaYa proacTive ouTreach manager
Avaya one Touch Video enables voice and video collaboration between agents and end-users outside of
the enterprise who have access to any Internet-connected device with a browser such as a PC, a tablet or a
smartphone.
Avaya One Touch Video solution provides a software solution that enables voice, voice/video conference and collaboration sessions between agents and end-users with access to an Internet-connected PC using a browser based Flash connection. Additionally, Avaya One Touch Video can take sessions initiated from an iOS or Android device using an Adobe AIR application. When a session is initiated using Avaya One Touch Video, a two-way session is established between the consumer device (PC, kiosk or mobile) and the Avaya One Touch Video server software. SIP is used to signal the call to the enterprise user or Avaya Contact Center agent. The consumer uses the device’s speaker, microphone and camera to communicate with the enterprise user or agent.
Avaya one Touch Video
FeaTures & beneFiTs
• browser based video using Flash: The end-user does not need to download a client or go through a special configuration process.
• collects context: The end-user does not need to repeat information – the appropriate information gets passed to the agent along with the request. • application sharing, text chat, voice and video:
Rich collaboration capabilities lead to a powerful customer experience and shorter calls.
• internet call: Drives return on investment by avoiding PSTN charges.
• supports pc’s as well as ios and android mobile devices: Provides flexibility in the types of devices supported. N W S E NW SW SE NE
TechnicaL speciFicaTions
• avaya compatible components and requirements:• Client:
– Avaya one-X® Communicator (video enabled) – Avaya one-X® Agent
• Avaya Aura Communication Manager
– Avaya Aura® Communications Manager 6.0.1 SP5 with Avaya one-X® Agent
– Avaya Aura® Communications Manager 6.0.1 SP2 with Avaya one-X® Communicator
– Avaya Aura Communication Manager 6.2 SP2 • Avaya Aura Session Manager 6.1 or 6.2 • Session Border Controller
– Avaya SIP Session Border Controller or other certified 3rd party SIP SBC
• avaya one Touch video components: • Avaya One Touch Video Gateway software • Avaya One Touch Video SDK – optional • avaya professional services components:
• Video Network Readiness Assessment
• Avaya One Touch Video Solution Implementation
– Avaya One Touch Video Gateway software implementation, configuration and testing
– Optional Customisation of User Interface (UI) - includes branding and localisation which is not a part of the standard scope – Optional Call Centre Design and Programming
• 3rd party components (customer provided):
• Server system(s) to host Avaya One Touch Video Gateway in Enterprise DMZ zone
– Server-class host system (due to real-time nature of offer, virtual machine implementation is not yet supported)
– Red Hat Enterprise Linux 5.5 32 bit (64 bit w/ 32 bit libraries) – Java JRE 1.6 Update 20 (32 bit)
– 2 GHz or greater dual Quad-Core Intel / AMD CPU – Minimum of 2 GB RAM
• Web firewall to separate Internet from Enterprise DMZ zone • Web Server for hosting content (can reside on Avaya Flash Media
Gateway in low volume applications)
• End customer initiating the call workstation enabled with Adobe Flash 10.3 or later with one of the following browsers:
– Internet Explorer 7 or later, Firefox 3 or later, Chrome 10 or later, Safari 5 or later
• Agent workstation equipment if required: – Agent workstation PC with minimum 2 GB RAM – Windows XP if running one-X Agent with video – Video camera (Logitech 9000 or equivalent) – Headset and microphone or equivalent hard phone
– Sufficient bandwidth to support video between agent and Avaya Flash / SIP Media
– Gateway(s)
– Kiosk workstation equipment if being installed as a branch solution
Interaction Center
The Interaction Center software suite provides enterprise-class control of contact centre communications
across multiple channels: voice, video, email, web chat and IP telephony. It simplifies the management process,
helping companies maintain high levels of service, so they can consistently exceed customer expectations.
Its open-standards-based architecture simplifies design, deployment and maintenance, so businesses can easily integrate it with their own data, applications and switching systems, as well as those of their partners.
keY beneFiTs
• improve customer service: Powerful management tools, multi-channel support and easy integration with external data give businesses the tools they need to deliver an optimal customer experience.
• meet service-level objectives: Interaction Center uses enterprise business rules and customer segmentation data to more effectively handle incoming contacts, helping companies achieve service-level objectives. • simplify system management:
Centralised application
management and administration of business rules, workflows, agent work items and task loads allows businesses to streamline complex operations.
keY FeaTures
• “any media” universal routing and Queuing: All interactions, regardless of media type, are managed through a single, universal queue. • voice contact management:
Incoming calls are managed and delivered to the best resource – agent or self-service.
• email contact management: Email is effectively managed and routed alongside other voice and other media. • web collaboration: It
integrates live, online help options to the contact centre. • video, mobile & social
media: Integration is supported to solutions such as video kiosk, video customer service,
social media management and mobile.
• agent desktop: Single, easy to use unified desktop with pre-built access to key enterprise applications and contact management controls.
• application & infrastructure integration: Open standards-based architecture and Web Services support enables seamless systems integration and effective workflow management across different platforms and operating systems. • administration & management: The configuration and administration of resources is centralised.
video
web
chaT
ip
TeLephonY
ip
sYsTems and soFTware supporT
Server OS Support• IBM AIX 6.1 LPAR and non-LPAR • Sun Solaris 10 on SPARC • Microsoft Windows 2008 R2 Database
• IBM DB2 9.5
• Microsoft SQL Server 2008 R2 • Oracle 10g, 11g
Application Integration and Connectors • Siebel • PeopleSoft CRM • SAP • E.Piphany • Onyx Switches
• Avaya (including Symposium) • Aspect
• Cisco
IVRs
• Avaya Aura® Experience Portal • Avaya Voice Portal
• Avaya Interactive Response • Avaya Media Processing Server • Edify/Intervoice
• IBM
Agent Desktop Clients
• Windows Vista – Enterprise and Ultimate Editions • Windows XP SP3
• Windows 7
• Microsoft Internet Explorer
Customer Browser Support
• Microsoft Internet Explorer • Mozilla Firefox
• Apple Safari • Google Chrome • Opera
Email Applications
• Microsoft Exchange Server 2007 • Lotus Domino
• Any email system using SMTP for outgoing and POP3/IMAP 4/Secure POP3/ Secure IMAP 4 for incoming
Web Application Server
• IIS 7 • Oracle iPlanet 7 • IBM HTTP Server 7 Languages • French • German • Russian • Standard Italian • Latin American Spanish • Brazilian Portuguese
• Japanese • Korean • Thai • US English
capabiLiTies summarY
agenT deskTop
• Fully Customisable Unified Desktop • Mix browser-based & standard clients • Agent status and control
• Work status summary • Interaction history • Transaction history
• Agent scripts and resource library • Common work handling controls (work
acceptance, transfer, conference) • Media controls – Voice, video, email/fax,
web chat and other media • Agent directory
web coLLaboraTion
• Text chat
• Voice over IP Chat • Escorted browsing • Page push
• Collaborative form filling • Customer call-back • Chat transcript viewing • Frequent response library • Spell checking
e-maiL conTacT
managemenT
• Natural language content analysis • Read and compose e-mail • Auto-response
• Suggested responses • Frequent response library • Spell checking • Attachments • Quality assurance
operaTions
adminisTraTion &
managemenT
• Management console • Agent administration console • Systems administrationconsole
oTher media
• Video (SIP Services, One Touch Video) • Mobile (Customer Connections Mobile) • Social Media (Social Media Manager)
workFLow,
daTabase, agenT
deskTop design and
deveLopmenT
• Workflow designer • Database designer • Agent desktop designer
Avaya Social Media Manager
Avaya Social Media Manager enables businesses to keep abreast of what their customers and would-be
customers are saying. It helps to quickly identify the social media conversations most relevant to the business.
This solution gathers data on interactions from social media channels and analyses the data using intelligent engines. These interactions range from potential sales opportunity comments to general inquiries and complaints. Social Media Manager efficiently and automatically processes the social media interactions, delivering relevant actionable mentions to the appropriate resource for response. Because the solution focuses only on meaningful and actionable interactions, your business experiences improved efficiency and effectiveness of social media responses. Manual monitoring and processing expenses are also reduced.
Elements of the social media solution include:
• Avaya Aura® Contact Center or Interaction Center
• Avaya Social Media Manager
• Avaya Professional Services Implementation
• Advanced Applications Support
Integration with Avaya Aura® Contact Center for contact delivery enables use of existing infrastructure and resources—including agents—making the most of investments and talent.
Integrated reports provide a full view of customer activity and insights. These reports help uncover new opportunities and modify business processes and strategies to increase revenue and profitability.
avaYa diaLog designer
This tool combines computer telephony and database integration features into social media applications. It also provides web services based interfaces to the Social Media toolkit.
avaYa sociaL media manager
Social Media Manager polls interaction on multiple channels (Twitter, Facebook, RSS, 3rd party, etc.). It sends each interaction into Avaya Contact Center for handling. Social Media Manager incorporates a toolkit that provides Advanced Text Processing technology for language identification, relevance, spam and data classification. It also features a Social Media Context module that presents contextual information from public sites, such as Facebook or Twitter and other internal databases. This gives agents or specialists a more complete profile of the customer and a clearer understanding of how the social media contact is taking place.
sociaL media
sTraTegic consuLTing
Avaya Strategic Consultants help to create a holistic, internal social media strategy that helps increase overall workforce collaboration. Consultants will outline inbound and outbound social media communication plans and align to customer service and marketing initiatives.
avaYa proFessionaL
services impLemenTaTion
and deLiverY
Your business will receive comprehensive service delivery from design to implementation to develop and deploy Social Media Manager and Avaya
Aura® Contact Center applications.
avaYa aura® conTacT cenTer
A standards-based, robust, software-only solution that facilitates agents and knowledge workers to efficiently and effectively collaborate with customers and partners across multiple media types.
conTacT cenTer rouTing
and reporTing
This routing and reporting function receives customer service requests through existing email interfaces within Avaya Aura® Contact Center, Avaya Interaction Center, or Avaya Contact Center Express. The agent’s desktop application displays specific contextual information and processed data about the customer.
AUTOMATED EXPERIENCE MANAGEMENT PERFORMANCE MANAGEMENT SOCIAL MEDIA MANAGER INTERAC- TION CENTER ONE TOUCH VIDEO AURA CALL CENTER ELITE AURA CONTACT CENTER NES CONTACT CENTER ONE-X AGENT CONTACT CENTER CONTROL MANAGER PROACTIVE OUTREACH MANAGER AURA ORCHES-TRATION DESIGNER AURA PROACTIVE CONTACT CALLBACK ASSIST AURA EXPERIENCE PORTAL DESKTOP WALL-BOARD AURA WORKFORCE OPTIMI-ZATION PERFOR-MANCE CENTER CONTACT ANALYZER CALL MANAGE-MENT SYSTEM ASSISTED EXPERIENCE MANAGEMENT SPEECH ANALYTICS OPERA-TIONAL ANALYST
AUTOMATED
EXPERIENCE
MANAGEMENT
in more details...
SMS Customer Data
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? ? ?This approach helps organisations cost effectively coordinate the use of their resources to deliver an exceptional customer experience.
Avaya Aura Experience Portal supports SIP, IP, TDM or mixed environments. It includes robust management, reporting, development and virtualisation capabilities to help organisations reduce costs and simplify operations.
keY keaTures
• collaboration across any media or mode: From voice, video kiosk, mobile and integrated voice and video response to outbound voice, email and SMS interactions, Experience Portal supports a wide array of service options.
• open platform: Experience Portal is a software-only solution running on ‘off-the-shelf’ servers and is based Web services and web communications standards like VoiceXML and CCXML.
• distributed, scalable architecture: Support from a few to tens of thousands of voice and multimedia interactions and can be deployed in a virtualised environment.
• Flexible deployment options: “In Front” or
“Networked” PBX configurations are supported. When deployed “In Front” Experience Portal can directly
terminate SIP service provider trunks and conduct self service before calls land on the PBX. Deploying a “Networked” configuration ensures minimal disruption to an organisation’s existing infrastructure.
• high reliability: Unique dynamic licence pooling and high availability automatic failover maximise the continuity of outbound and inbound campaigns and services.
• application level reporting: Experience Portal collects an extensive set of call, session and application record detail that can be presented within fully customisable web-based reports.
• centralised management: Experience Portal includes a multi-tenant, roles-based management system to provide a single place for access to applications, system and server information and data.
Avaya Aura experience Portal (Self Service)
Avaya Aura® experience Portal is the latest major release of Avaya Voice Portal and provides organisations with
a single point of orchestration of all automated voice and multimedia applications across inbound phone or
video, as well as outbound, phone, email or SMS applications.
Businesses can:
• employ dynamic, real-time self-service treatments using Avaya Intelligent Customer Routing,
• automate outbound services with Proactive Outreach Manager,
• or leverage existing web applications to create compelling, new services—all developed and managed on a single platform. cusTomer & campaign daTa inbound inTeLLigenT rouTing
eXperience porTaL
media servers
Provide automation functionality such as terminating telephony sessions, interfacing to third party speech and other multimedia services as well as the management of VoiceXML and CCXML sessions.
eXperience porTaL
manager
Provide automation functionality such as terminating telephony sessions, interfacing to third party speech and other multimedia services as well as the management of VoiceXML and CCXML sessions.
avaYa aura orchesTraTion
designer
Support for application development for Experience Portal, Voice Portal , Interactive Response, Media Processing Server and Avaya Aura Contact Center.
appLicaTion eXecuTion
environmenT
Can be deployed in a virtualised environment, helping to reduce a business’ hardware footprint.
componenTs & archiTecTure
keY beneFiTs
• enhanced customer service: Improve your brand experience as well as service quality, response and convenience. Create new inbound and outbound voice and multimedia services using existing Web applications.
• differentiate your customer experience: Employ dynamic, real-time service treatments and automate outbound services with Intelligent Customer Routing and Proactive Outreach Manager.
• seamless contact centre
integration: Avaya Aura® Contact Center integration ensures seamless handoff of customer and context to live agents and enterprise resources. • Lower your costs and operational
expense: Manage all automated services and applications on a single platform. Virtualisation support reduces hardware footprint and simplifies management.
• simplify customer service creation: Manage both agent and non-agent based applications from a single tool (complimentary Avaya Aura® Orchestration Designer).
seLF service moduLe
Latest generation of Avaya Dialog Designer that supports multimedia application design, simulation and deployment for all Avaya Self Service platforms.
conTacT cenTer moduLe
Based on the former Nortel Service Creation Environment for Contact Centre and supports the design of multimedia agent workflows and scripts for Avaya Aura Contact Center and previous releases of Nortel Contact Center.
Avaya Aura orchestration Designer (AAoD)
This is the latest generation of Avaya Dialog Designer and the Service Creation environment (SCe) for contact
centres. Avaya Aura orchestration Designer is a unified service creation environment for faster, lower cost
design of voice and multimedia applications and agent workflows.
Avaya Aura Orchestration Designer is a fully featured graphical development environment that supports Avaya Aura® Experience Portal, Avaya Aura Contact Center, as well as Avaya Media Processing Server, Voice Portal and Interactive Response software platforms. The graphical drag-and-drop development environment allows for faster, less costly design. Avaya Aura Orchestration Designer includes powerful testing and simulation tools as well as support for Loquendo and Nuance speech technologies to help developers improve performance and the user experience before deployment. Avaya Aura Orchestration Designer is provided to Avaya customers and Avaya Developer Partners at no additional cost.
keY beneFiTs
• enhance customer service: Seamlessly blend channels, agents and self service interactions to differentiate your service across phone, email, SMS, video, mobile and social media.
• Lower integration and service creation costs: Maximise interoperability and lower costs by building applications that leverage the latest best practices and open industry standards.
• reduced deployment costs: Simplify integration to existing third party legacy systems and web applications with Pluggable Data Connectors. • preserve existing application
investments: Supports multiple Avaya Contact Center platforms: Avaya Aura Contact Center, Avaya Aura Experience Portal, Media Processing Server, Interactive Response, Voice Portal and prior releases of Nortel Contact Center.
keY FeaTures
• application & workflow design wizards: Enables the recording of phrases, building prompts, defining grammars and synthesising speech, reducing the need for specific application developer expertise.
• built-in simulation & debugging: Fully featured VoiceXML and CCXML browser allows fast simulation and debugging of speech of voice-enabled applications.
• application portability: Support for the creation of VoiceXML applications for Avaya Interactive Response (IR) and Avaya Media Processing Servers (MPS) as well as multimedia self service applications written for Avaya Voice Portal (VP) allows the care of a moving of applications from existing MPS, IR or VP platforms to Experience Portal with fewer rewrites.
• enterprise application integration: Eclipse-based integration and extension points that allow external applications to easily interface and integrate with Orchestration Designer applications. • contact centre integration: Application design supported
for Avaya Aura Contact Center, Avaya Aura Experience Portal, Avaya Intelligent Customer Routing, Avaya Proactive Outreach Manager, Avaya Media Processing Server, Avaya Interactive Response, Avaya Voice Portal and previous releases of Nortel Contact Center.
archiTecTure
daTa
inTegraTion
appLicaTion
deveLopmenT
environmenT
advanced
capabiLiTies
sYsTem
reQuiremenTs
cTi and
pLaTForm
supporT
managemenT,
reporTing
supporT
FeaTures, pLaTForms, proTocoLs, inTerFaces
development environment:
• Operating Systems:, XP, Vista , Windows 7 dialog designer deployment environment: • Operating System: Windows Server 2003,
Solaris 10, Red Hat Linux ES 4.0/5.0 • Web Server: Apache Tomcat 5.5, 6.0, IBM
WebSphere Express 6.1, 7, IBM WebSphere Application Server 6.1, y, Oracle Weblogic 10, 10.3, 11g
• Pre-built computer telephony integration
• Pre-built contact centre (Avaya Interaction Center)
• Support traditional call centre integration with Universal • Call ID (UCID) and User to User
information (UUI)
• Multi-lingual call flow support with dynamic language binding
• Audio variable dynamic prompts available in 20+ languages (embedded dynamic prompts)
• Localisation bundles support for optional packages
• Application and integration simulation scripting
• Supports Experience Portal privacy feature
• Support for VoiceXML Object Tag and Sub-dialog (OSDM support)
• Easier integration of 3rd party sub dialogs
• JDBC database support for customer supplied databases/ drivers (Oracle, MS SQL, etc)
• SOAP/XML/WSDL Web Services
• Eclipse 3.5/3.6
• VoiceXML 2.0/2.1 Browser • CCXML 1.0 browser
• Telephony simulation environment • Integrated SAPI ASR/TTS resources
• Optional MRCP connector to 3rd party ASR/TTS resources
• Video simulation • Call flow builder • Grammar editor
• Prompt and phrase editor
• Speech, IVR, email and SMS templates • Live application highlighting
• Multiple call flow support • Multi-lingual support
• Enhanced call classification for answering machine, fax tone and voice detection
• Avaya CT with JTAPI 3.1
• Avaya Interaction Center (IC) 6.1 or later • Application Enablement Services 3.1
(AES) or later with JTAPI
• Application Enablement Services 3.1 (AES) or later with XCSTA through Web Services Integration
• Third party CTI Available through Pluggable Data Connectors and Web Services Integration
• Application logging tag with arbitrary data support
• Automated “breadcrumb” reports for mining of business intelligence
• Integration with web deployment
environments through Eclipse plug-ins (Tomcat and WebSphere Managers)
Callback Assist (Self Service)
The Callback Assist application provides callers with choices for their service experience when agents are not
immediately available to take their calls.
It announces to callers the estimated wait time and then offers to have an agent call them back, versus waiting on hold. In addition, callers can select either an immediate callback when an agent becomes available or a callback at their preferred available time and date, avoiding the inconvenience of waiting on hold.
Callers that choose one of the callback options are prompted to record a message with their name and the reason for their call and then they are free to hang up.
At the appropriate time, the Callback Assist solution initiates the callback with the contact centre agent and plays the recorded message. After the agent listens to the message, the callback is initiated and the agent is able to then assist the customer as required.
FeaTures & beneFiTs
• enhance user experience: Callers have the ability to request a callback at a time convenient for them and cancel pending callbacks as needed. Users also have flexible callback options through voice, web and mobile devices. To further empower the user, this application also allows callback requests during out of hours periods.
• improve contact centre operations: The
application allows flexible configuration of tasks, such as callback scheduling, system retries and Estimated Wait Time thresholds.
• adapt to different contact centre environments: Different contact centre environments adapt
smoothly with easy-to-use web-based configuration, dynamic prompting and support for multiple languages.
• support the creation of custom applications using callback assist services: Web Services API exposes a subset of features offering call flow functionality and uses the SOAP XML-based messaging format over the standard HTTP application protocol. SOAP has the advantage of being widely used, with clients available in most programming languages.
inTeracTive voice
response sYsTem
The Interactive Voice Response (IVR) application interacts with customers to offer the callback option and also presents/ launches the callback request for the agent.
1
2
3
web inTeracTion
appLicaTion
This application is used by the contact centre administrators to configure the Callback Assist solution and specify the desired performance parameters and options.
daTabase server
System configuration and operational data are stored in this database server.
reporTs generaTor
Administrators and centre management receive usage and performance data.
caLLback assisT
This technology provides the intelligent heart of the solution and coordinates the functions of all solution components. SCHEDULE
Proactive Contact includes a complete set of supervisory tools to create and manage campaigns and agent performance. The Proactive Contact Supervisor Suite features:
Avaya Aura Proactive Contact
Proactive Contact is Avaya’s industry-leading outbound platform for creation and management of outbound
campaigns and customer communications.
Avaya Aura Proactive Contact offers superior voice detection and predictive dialing capabilities that alongside inbound/outbound agent blending help you improve customer satisfaction, increase agent productivity and maximise your return on investment.
keY beneFiTs
• deliver a better customer experience: Wow your customers by contacting them with timely services and information they value. Help solve problems before they happen.
• reach business goals faster: Leverage outbound applications for: early collections, payment reminders, sales cross-sell/up-sell, renewals, alerts, reminders, customer surveys, and many more.
• increase agent productivity: Holistic management, inbound/outbound agent blending, industry-leading voice detection and predictive dialing help eliminate agent downtime and improve efficiency.
• ensure regulatory compliance: With industry-leading voice detection and patented Cruise Control call pacing, you can achieve regulatory compliance and your service goals even under the most stringent conditions.
keY FeaTures
• call detection: Includes the fastest, most accurate call detection technology available in the industry, detecting the difference between live voices, voicemail systems and busy signals with up to 98.9% accuracy • predictive and preview dialing:
Dials ahead of the agent, screening out answering machines and busy signals, only passing a live customer with customer data to the agent.
• blending: Matches the best agent to business needs to significantly raise productivity. For example, during periods of low inbound traffic, idle agents can be re-assigned to conduct outbound campaigns.
ediTor
Includes easy to use wizards for creating and editing of campaigns. Users can also set up ‘Do Not Call’ lists, schedule automation of repetitive tasks and define Agent Keys and Completion Codes for managing system messages.
moniTor
Provides real-time reporting on all systems, campaigns, and agents. Managers can make immediate changes to campaigns based on the results.
anaLYsT
Provides historical reporting tools for analysis of customer service and agent performance trends across single or multiple systems.
heaLTh
manager
Proactively communicates service outages to your IT and management allowing diagnosis of system issues and quick recovery.
roLes-based
access
Fully leverage outbound campaigns by creating roles that allow individuals access to select applications and system capabilities based on their needs and system knowledge.
keY beneFiTs
• improve customer satisfaction: Provide proactive, timely communication of information and status updates through email, SMS text or phone based on each customer’s personal preferences. Create reminder and alerts campaigns to communicate delays, status changes and reduce missed appointments with high value staff.
• Lower the cost of service: Lower costs by serving customers more effectively through lower cost channels where preferred and possible. Reduce inbound traffic by anticipating caller inquiries and allowing customers to take action. Lower outbound agent costs by automating simple interactions through lower cost email, IVR, or SMS text. • reduce opeX and capeX costs: Proactive
Outreach Manager runs on Avaya Voice Portal allowing you to deploy mission critical automated outbound services that leverage and compliment your existing inbound self service applications. • increase revenues: Use Proactive Outreach
Manager to create and execute customised cross-sell and or up-cross-sell automated campaigns to raise awareness of new products and services as well as generate new or upgrade sales.
• reduce risks and costs, improve responsiveness: Improve service response and customer satisfaction by bringing outbound services in-house and gaining control over priorities and campaign timing and sensitive customer data.
keY FeaTures
• multi-channel blending and escalation: Design interactive voice, email and text messaging campaigns that allow interactions to take place across multiple channels, such as providing information through one channel while allowing response through another. • campaign design: Leverage the powerful, open
standards Avaya Dialog Designer environment to design interactive campaigns and notifications that dynamically adjust based on customer status, business rules, contact lists, call schedules and agent availability. • advanced outbound and speech capabilities:
Employ human voice and answering machine detection to leave personalised message (E.g. “Sorry we missed you…”) when a non-“live” contact is detected.
• contact centre integration: Design automated outbound campaigns to complement and extend beyond the existing inbound contact centre and outbound agent campaigns.
• campaign throttling: During automated campaigns that provide the option to transfer to an agent, control the volume of outbound contact attempts based on inbound agent queue times.
• shared customer status: Shares customer status in real-time such that preferences (e.g. opt-in/opt-out) or status changes (e.g. delinquent bill is paid) are reflected in real time across all other concurrent campaigns.
• campaign tracking and reporting: Track campaign status in real time via web browser accessible reports. • multi-tenancy: Empower business leaders across
the organisation to design and manage their own outbound campaigns.
• unified application management: Proactive Outreach Manager leverages Avaya Voice Portal to simplify management and administration costs by unifying access to campaigns, applications and customer data for both outbound campaigns alongside inbound self service applications.
• compliance: Stay compliant with the latest government regulations. Proactive Outreach Manager supports key capabilities like Do Not Call lists, Opt-out and Opt-In.
Proactive outreach Manager (outbound and Self Service)
Proactive outreach Manager offers automated outbound campaign management, enabling organisations to
create and deliver automated voice, email or SMS messages that enable users to immediately choose a self
service option or interact with a live agent.
Proactive Outreach Manager builds on the best-in-class capabilities of Avaya Proactive Contact and Avaya Voice Portal to deliver an open, scalable, high-availability solution. It simplifies outbound campaigns to help reduce costs, capture more revenue and improve customer satisfaction. Avaya Proactive Outreach Manager runs on Avaya Aura® Experience Portal (the latest generation of Avaya Voice Portal) or existing Avaya Voice Portal software.
Proactive Outreach Manager applications utilise Avaya Voice Portal and Avaya Dialog Designer for open standards-based campaign design, implementation, management and reporting. Outbound applications run on the same high availability architecture designed specifically for mission-critical customer self service applications.
With Avaya Voice Portal, organisations can quickly build multi-channel self service campaigns that seamlessly blend outbound notification with inbound self service interactions – all on the same platform. This approach provides organisations a means of vastly simplified management and administration of both inbound and outbound self service applications and client data.
AUTOMATED EXPERIENCE MANAGEMENT PERFORMANCE MANAGEMENT SOCIAL MEDIA MANAGER INTERAC- TION CENTER ONE TOUCH VIDEO AURA CALL CENTER ELITE AURA CONTACT CENTER NES CONTACT CENTER ONE-X AGENT CONTACT CENTER CONTROL MANAGER PROACTIVE OUTREACH MANAGER AURA ORCHES-TRATION DESIGNER AURA PROACTIVE CONTACT CALLBACK ASSIST AURA EXPERIENCE PORTAL DESKTOP WALL-BOARD AURA WORKFORCE OPTIMI-ZATION PERFOR-MANCE CENTER CONTACT ANALYZER CALL MANAGE-MENT SYSTEM ASSISTED EXPERIENCE MANAGEMENT SPEECH ANALYTICS OPERA-TIONAL ANALYST
PERFORMANCE
MANAGEMENT
in more details...
Call Management System (CMS)
CMS is designed for businesses with complex contact centre operations and high call volumes. CMS is a
database, administration and reporting application to help businesses identify operational issues and take
immediate action to solve them.
Using a familiar Windows interface, call centre managers can view data and receive customised threshold and exception alerts, all in real time. They can also view historical reports which can be easily customised to suit the needs of the business. With easy access to real-time and historical data, managers can make faster, better informed decisions for more effective contact centre operations.
FeaTures & beneFiTs
• get immediate feedback: Real-time monitoring and customisable alerts ensure that managers can spot problems and respond immediately.
• simplify monitoring and reporting: A wizard and other tools make it easy to design customised reports. Managers can schedule the running and printing of reports, ensuring that the call centre is always being managed using the most up-to-date information.
• address problem areas immediately: If real-time reports show conditions that require immediate changes to keep the contact centre operating smoothly, integrated administration enables
managers to instantaneously drill into admin to make the required changes.
Contact Analyzer
Contact Analyzer provides detailed, flexible, customisable contact centre reporting that complements Avaya
Call Management System summary level reports.
This application captures call data for individual transactions. Access to this data provides specific insights into many aspects of contact centre performance beyond the information available in existing summary level reports. Reports can be customised for requirements not met by standardised reports.
With Contact Analyzer, you can generate detailed reports such as:
FeaTures & beneFiTs
• improve agent performance: Contact centre managers can improve the overall contact centre and agent performance by providing quantifiable feedback from data such as caller hold times, abandons from hold and agent disconnects. • gain valuable insights: This software can help
enhance the customer experience by providing insights into common customer complaints, abandon trends and other usage patterns.
• enhance the customer experience: As a result of having more detailed reporting, contact centre professionals can analyse, identify and make improvements to help minimise call duration, queue length, excessive call transfers and ultimately reduce cost.
view historical reports
analyse trends
establish performance benchmarks
plan new marketing or customer-service campaigns
caLLers on
Desktop Wallboard
Avaya Desktop Wallboard is a reporting solution that empowers agents by keeping them informed of contact
centre performance levels, messages and instant notifications from administrators.
Multiple scrolling marquees display dynamic information gathered from multiple sources.
Contact centre professionals view real-time performance data and instant messages directly on their workstations.
Whether agents work on-site or remotely, they can view real-time reporting for any metrics their centres utilise—including average answer and talk time, time in queue and calls abandoned. These numbers appear via a scrolling message marquee on an agent’s desktop display and can also include information like individual performance measurements and objectives, and personalised motivational messages. This kind of rapid feedback gives supervisors powerful tools to improve the performance and productivity of the entire centre.
FeaTures & beneFiTs
• improves agent performance and productivity: Agents receive performance feedback against their objectives—a key component in ensuring peak performance. Information is displayed directly on the desktop, so agents are not constantly distracted from their work to see if new information has been posted.
• simplifies integration: The application allows for interoperability with Avaya Operational Analyst, Call Management System and Avaya IQ. An easy to use GUI interface, no special wiring and no physical wallboard hardware helps integrate the application readily in most enterprise infrastructures.
• improves centre operations: Desktop Wallboard eliminates agent line-of-sight issues that block the wallboard view or make the displayed information difficult to read.
Performance Center
Avaya Performance Center is a contact centre unified reporting and analytics platform which consolidates data
from Avaya customer service solutions and enterprise business resources to deliver real-time and historical
insights into both customer and agent activity. Avaya Performance Center reports on inbound and outbound
calls, time spent in self service, as well as email and web chat sessions.
Avaya Performance Center provides hundreds of standard reports, including dashboards that support cross-tab, drill down and roll up for easy analytics. Customers can easily create their own reports or customise existing reports. These outputs let managers relate activity to results, allowing them to make more informed decisions that maximise contact centre efficiency and the customer experience.
FeaTures & beneFiTs
• get deep business insights: Ongoing, in-depth data analysis gives businesses a single, enterprise-wide view of the total customer and agent
experiences. These insights can help managers make faster, better-informed decisions.
• keep your business on target: IQ reports are highly customisable, allowing companies to focus on the metrics that best relate to their long-term and short-term goals.
• get the power you need: IQ is available as an application, or as a turnkey hardware/software product for small and mid-sized businesses. It offers web-based reporting that eliminates the need to manage a desktop application, and enhanced security, including granular permissions with links to LDAP for user authentication.
Avaya Call Management System Avaya Performance Center Avaya Operational Analyst Desktop Wallboard Database
