avaya one-x ® agent mike harwell contact center product management kay phelps contact center...

Avaya one-X® Agent

Mike Harwell

Contact Center Product Management

Kay Phelps

Contact Center Product Marketing

Avaya one-X Agent: Agenda

Overview of one-X Agent

Value perspectives, from customer to contact center

Incorporating video

Simplifying the agent’s user interface

Integrated presence/IM

Streamlined supervisor capabilities

Easy, low-cost screen pop

API for easy integration

Centralized managementand deployment

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Introducing Avaya one-X Agent

Optimized agent desktop for Avaya contact center solutions

Simple interface, sophisticated capabilities

One-touch access to common agent functions

Agents anywhere – home, office, virtual site

Real-time contact center statistics

Immediate access to an expert

Video is as easy as a phone call

– Embedded access, no negotiationneeded

– Single desktop, single userexperience

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What Your Customers Like about one-X Agent

I am enthusiastically greeted each time I call

The agent already has my information

All my questions are handled by a single agent!

– The agent quickly finds an expert for my hard questions

– They don’t put me on hold like in the past

– I’m happy that I never get transferred

The level of professionalism and knowledge is outstanding

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What LOB Owners Like…

Enables hiring and retention of the best talent by offering work-at-home agent opportunities

– Eases the transition from office to home with consistent agent desktop and interface

– Enhances the company’s “green” story

– Ensures business continuity

Opens new opportunities with collaboration and video

– Collaboration with desktop sharing

– Kiosk/Co-browsing extend the contact center to branches

– Agent-selected video streaming

– Agent to Expert consulting

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What Contact Center Managers Like…

Improves productivity– Enlist agents in meeting goals with real-time status updates

– Pop screen of customer-relevant information

– Handle multiple work items easily

– Reduce desktop clutter

– Improve first call resolution with click to call or chat

Serves hearing-impared customers with same resources

– Soft TTY support eliminates specialized hardware

– Separate queue groups no longer required

Maximizes real-estate

– Hot desking for agent mobility

What Contact Center Supervisors Like…

Simplifies agent supervision

– Click to Service Observe, barge in, or coach an agent

– Broadcast a text message to all agents via “click to message”

– Review agents’ IM transcripts and contact logs

– Control agents’ access to features as needed

– Collaborate with desktop sharing

Accelerates agent on-boarding– Ease of access to common agent features

– Context sensitive on-line help

– Simple, intuitive user interface

– Integrated tutorials

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What your IT Department Likes…

Improves security and administration, lowers costs

– Choice of MS Windows operating systems

– Virtualization options - Citrix XenApp™, VMWare®, Sun Ray™

Facilitates adding new agents, removes the hassle

– Centrally administer and manage with templates

– Customizable “silent install”

Removes connectivity hassles with login options:

– Desk phone (shared control)

– Any phone (dual connect)

– My computer (VoIP)

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What Agents Like

It’s fast and easy to do my job– I have one-touch access to hold, conference, assist, and more

– Click-to-dial or IM gives me access to a supervisor or expert

– I can pre-record my greeting, so I don’t have to repeat it all day

– I have the option to use a Bluetooth headset

All the information I need is right there– Customer information arrives along with the call

– Statistics show when the queue is building

Sometimes I work from home– Same interface and capabilities

– I’m really happy that I don’t have to drive into the office

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Video in the Contact Center

Differentiate your company with video– Add kiosks for immediate customer service

– Video streaming – “a picture is worth a thousand words”

– Agents can consult, train, interact with coaches via video

– What applications could be useful in your business?

Video is as easy as a phone call

– Fully integrated with Polycom and Tandberg

– Embedded access - no negotiations needed

– Single desktop, single user experience

Avaya one-X Agent Video – Sample Use Case

Centralize technical expertise

Enable in-store sales associates to focuson converting shoppers to customers

Use off-site resources for repetitive tasks

Enable face-to-face agent collaboration

“I just purchased my new phone and can’t wait to use it”

“Hi, my name is Eric and I will be glad to help you activate your new phone. I see you have the new Smartphone – you’re really going to like this phone.”

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Avaya one-X Agent - Minimum Footprint View

Agent name, status, and other controls on top bar

Work item status and call control options on next line

Global controls on the bottom

CompleteComplete

Work Work

StatusStatus

SystemSystem

MessagesMessages

Extension andExtension and

Agent NameAgent Name

Message WaitingMessage Waiting

IndicatorIndicator

Agent StateAgent State

IndicatorIndicatorRTPRTP

MonitorMonitor

Add CallAdd Call

Mute MicrophoneMute Microphone

My Computer onlyMy Computer only

VDNVDN

NameName

DisconnectDisconnect

View WorkView Work

InfoInfo

ConferenceConference

System MenuSystem Menu

Dial PadDial Pad

Contact LogContact Log

VuStatsVuStats

HoldHold

TransferTransferNew WorkNew Work

Text InputText Input

Text ActionText Action

ContactsContacts

WorkWork

StateState

Avaya one-X Agent Work Item Paradigm

Two Work items with 3 media elementsTwo Work items with 3 media elements

Optimized for agent work

Creates relationship between media elements

Innovative Action Bar dynamically adapts

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Avaya one-X Agent Innovative Action Bar

One-click access to dial pad, VuStats, contact log, work item details, etc.

Click Contacts icon to expand or collapse Contacts List

Modern UI Replaces Buttons and Keystrokes

Reduces real estate on agent desktop

More efficient and intuitive than traditional CM buttons

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Give agents the contact list you want them to have

– LDAP (company directory)

– Microsoft Outlook contact list

– Custom lists

– Administered “skill groups”

Enable agents to find an expert immediately

– See presence status of experts

– Instant Message with available expert

• Avaya Presence Server - or -

• Microsoft Office Communicator

– Click to dial or IM

Access to Experts Drives First Call Resolution

Consulting with Instant Messaging

Open applicable contact list

Click to dial or start IM session

Integrated Presence and Instant Messaging Select from multiple Presence options

– Agent-to-agent collaboration via one-X Agent

– Agent-to-expert collaboration with Aura™ Presence Server or MOC

Find an available expert for collaboration– Is the expert on a call?

– Does the expert have IM?

– What is the Agent’s State?

Resolve customers’ questions

Deliver first call resolution

Mike Harwell

Frank Hymus

Mike

Frank

Avaya Aura Presence Services

Instant Messaging with one-X Agent and Aura Presence Server

Mike Harwell

Frank Hymus

Mike

Frank

Mike Harwell

Mike Harwell

Frank Hymus

Mike

Frank

Avaya Aura Presence Services

Instant Messaging with one-X Agent and MOC

Mike Harwell

Frank Hymus

Mike

Frank

MOC Gateway

Mike Harwell

When is the next release of the Widget?

It will be available in stores on June 1

[10:41 AM]

[10:41 AM]

Agent to Agent IM and Supervisor Coaching 2 active sessions:

– Outbound to Abby

– Inbound from Trisha

Focus on Abby

Coaching from Mitchell Miller on top

Focus is still on Abby

Collaborate with Desktop Sharing

Team with supervisor or expert

– Embedded ability to share desktop

– Click to collaborate - no need to launch other application

Resolve issues in real-time

– Agent needs help in completing customer record or order

– Clicks supervisor assist

– Shares desktop

– Passes control

– Saves time, satisfies customer

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Assisting with Disabilities

Provide equal opportunity for agents with disabilities– Section 508 compliant

– Keyboard shortcuts for common agent functions

– Alerts are both visual and audible

– Easily integrated with text-to-speech applications

– Serve customers with disabilities– Integrated Soft TTY to serve

hearing impaired customers

– Separate hardware devices and queue groups no longer required

New Supervisor Options Supercharge Productivity

Facilitate coaching functions with one-click access– Listen in (service observe)

– Real-time coaching via IM

– Barge in

– Quick alert

Manage agents via a single interface– View agents’ contact history

– Access Voice and IM interactions

– Ensure agent compliance with rules

Integrated desktop sharing

All available agents please log in immediately!All available agents please log in immediately!

Supervisor Desktop – How it works

Supervisor functionality via Supervisors contact list

Supervisors have “My Team” group in their contact list

“Quick alert" button to message to all agents in that group

Supervisor contacts have special buttons– Observe brings up a menu with two options

• Observe Agent

• View Contact Log

– Click to IM

– Click to Share desktop

– Remote Agent Logout

Avaya - Confidential 25

Service Observing and Coaching

Work Log

Can log all work functions– Calls including TTY

– IMs

– Desktop Sharing

– Coaching

– Service Observing

Real-time presence

Click to call/IM

Add to contacts

Transcripts

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Avaya one-X Agent’s Integrated Screen Pop

Fast, easy and inexpensive screen pop– No time-consuming CTI implementation required

– Single screen entry

– No additional licenses required

Call related parameters are passed

– Source data items include calling nameor number, prompted digits, VDN, UUI

– Triggers screen pop of relevant info

Two major actions– Fire a formatted URL

– Execute a file

New one-X Agent Client API

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Facilitates integration of one-X Agent into existing environments

Allows other applications to subscribe to events– Queue empty– Work item added or removed– Voice interaction created– Voice interaction terminated– Voice interaction missed– IM interaction created– IM interaction terminated

Desktop Applications

Avaya one-X Agent API Includes “execute”

Allow other apps to issue commands to one-X Agent

Incorporate common agent telephony functions* into custom portals and clients

– Answer

– Mute

– Un-mute

– Hold

– Un-hold

– Release

Fit one-X Agent into your desktop environment

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* More commands to be added in next release

Desktop Applications

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More Reasons to Move to one-X Agent

Reduce IT costs and overhead

– More virtualization options with Citrix, VMWare, SUN, etc.

– Silent install without user interaction

– SS and SS+U for future releases at a fraction of the price

Maximize use of real-estate with agent mobility

– Hot desking allows agents to sit at any station

– Agents maintain unique settings, contact lists, call logs

Enhance agent productivity

– Drag and drop transfer and conference

– Integrated user tutorials, context sensitive help

Centralized Managementand Deployment ofAvaya one-X Agent

Deployment Options Choice of Windows operating systems

– MS Windows XP Professional

– MS Windows Vista

– MS Windows 7

Virtualization options enable “thin” agent desktop– MS Windows 2003 and 2008 Server

– Cirtix XenApp™

– Sun Ray™

– VMWare® ESX/VDI with Virtual Desktop

Client Installation, Deployment and Migration

Test and trial - can co-reside with existing Avaya softphones

– Simplifies testing and training

Simplified MSI software install

– Install in “silent” mode with defaults

– Customized XML configuration files

Leverages IP Agent Configuration data

– Detects existing IP Agent installation

– Log-in, Contact Lists and Call Logs are imported

Avaya one-X Agent Central Management

Reduce costs and simplify agent desktop deployment

– Centrally manage user (agent/supervisor) profile data

– Application data (e.g. individual user contact log)

– Agent greetings and other data

Web-based, task-oriented user interface

– Simplifies management of agents and supervisors.

– Reduces administration costs for contact centers

– Centralizes control of endpoint settings.

– Enables dynamic ‘Hot-Desking’

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Support for Dynamic ‘Hot-Desking’

Minimizes real-estate needs

Users can login from any desk

Pre-defined “location data” centrally stored and managed

Enables fast, effortless login, regardless of where agent sits

Agents need not know the CM extension and password

Agent-specific configuration downloaded upon login

Ensures security and data privacy

At logout, user data stored at central server

No agent data remains on desktop

Avaya one X-Agent R2 High Level Architecture

one-X Agent Client

Communication Manager (CM)

TelephonyCCMS

Messaging

SAL Enterprise

System Manager

Database

Configuration Data Storage

XML/HTTP

IM PresenceXMPP

One-X AgentCentral

Management

One-X Agent R2 Configuration Scenarios

3838Avaya - Confidential* TO BE VERIFIED

Telephony only (similar to one-X Agent R1)

Telephony with Central Management, no Presence Server

Telephony with Presence Server only, no Central Management

Telephony with Central Management and Presence Server

# 1

# 2

# 3

# 4

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Feature 1 2 3 4

Ability to administer an agents profile from a central location X X

Agent to Agent Instant Messaging X X

Agent to User Instant Messaging (Non-Agent via MOC*) X X

Ability to publish/subscribe to the presence of an agent X X

Supervisor monitoring and control X X

Soft TTY X X X X

Playing a video file over an established Video Call X X X X

Sharing the desktop X X

Real-time Instant Message coaching of Agents X X

An external API to make and control calls (enhanced screen pop) X X X X

An external API to receive notifications from one-X Agent (enhanced screen pop)

X X X X

Logging agent calls and Instant Message transcripts to a central location X X X

Using single sign on X X X

One-X Agent R2, Feature vs. Configuration

*Microsoft Office Communicator

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Avaya one-X Agent – Services Offers Support for complex / customized installations:

– Application configuration

– Hot Desking/User Configuration

– Screen pop

– Agent greetings

– Expert Finder

– Network analysis

– Performance and scalability

– Upgrade support

– Soft-TTY Consulting and Support

– IM/Presence Configuration

– Custom Application of new one-X Agent APIs

Delivered through Avaya Professional Services

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Summary – Value of Avaya one-X Agent

Always AccessibleAlways Accessible

Right EmployeeRight Employee

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From Contact Centers To Enterprise-wide Customer Experience

Enterprise-wide collaboration powered by Avaya Aura™ Presence Server

Optimized agent desktop

Simplified and cost effective screen pops - without CTI

Embedded video to support new business opportunities

Centralized management and control

Integration into existing agent desktops

Easy to use, manage, and tailor to your business

2010 and Beyond

SIP Voice and Video

SIP Screenpop

Email, Chat and SMS

Predictive and Campaign Dialing

Thin Client

Support for Resident Expert

SDK Phase 2

Supervisor Phase 2

Real-time call, agent and skill stats from Avaya Performance Center

*Roadmap is not committed and is for example purposes only

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??? Q & A

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© 2009 Avaya Inc. All rights reserved. 44

thank you

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Backup

Deploying settings to groups of endpoints

Create the template

1. Click the plus sign beside the template whose settings you want to inherit

2. Make any necessary changes to the settings specific to your needs.Note that a symbol appears ( ) indicating that you have changed an inherited setting and allowing you to revert to the original setting if you choose.

3. You can mark settings as “Read-only” so that agents can not modify configuration settings that may prevent their Desktop client from working.

One-X Agent Central Management

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Avaya Look & Feel

User Management– Add users

– Import users

– Manage users

– Manage groups

– Quickly find users with “as you type” filtering

One-X Agent Central Management - Users

Import Users– Simple process to

import thousands of users

– Upload files with user data

– Import data from Active Directory

– Agent Role defined

– Template assigned

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One-X Agent Central Management - Groups

Manage Groups– Group names

– Roles

– Templates

– Members

Apply roles and templates to thousands of users

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One-X Agent Central Management - Templates & Settings

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Import location data

Simple process to upload – import files

Enable dynamic “hot desking”

Automatically applies location-specific settings upon agent login

One-X Agent Central Management - Templates

Manage Templates

– Define settings

– Deploy to groups of users

– Select user modifiable fields to control agent access to features, capabilities

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One-X Agent Central Management – User Interface

Consistent UI across central management and desktop

Centralized control of User Settings

Ease of deploying changes– Build templates with applicable feature settings

– Assign features to agents based on role or business area

– Change template, automatically deployed to agents on login

Flexibility in allowing agents to customize

– Give agents flexibility incustomizing specific areas

– Store changes made by users at central location

Roadmap – Late 2009

Collaboration Agent and Enterprise IM Integration

Agent and Enterprise Presence

Desktop Sharing

Supervisor Phase 1

Soft Agent TTY

Enhanced Screen Pop/API Phase 1

Centralized Administration

User profile management

Feature Access management

User Authentication

Hot Desking

© 2009 Avaya Inc. All rights reserved. 55

Avaya one-X Agent R2 Drive first call resolution with immediate access to experts

– Build lists of go-to experts

– See presence (availability) via Aura Presence Server or MOC

– Control access via “allowed” list

Serve hard-of-hearing customers with integrated Soft TTY– Separate hardware devices and queue groups no longer needed; lowers costs

Empower supervisors and managers– Click to Service Observe, record, or coach an agent

– Broadcast a text message to all agents via “click to message”

– Review agents’ IM transcripts and contact logs

Centrally manage and control agent /supervisor profiles– Enable agent mobility with Hot Desking

– Simplify user profile administration and authentication

Enable easy integration with other apps via Client SDK

Thank You