automated voice and multimedia services with avaya aura ® experience portal
TRANSCRIPT
Automated Voice and Multimedia Services with Avaya Aura® Experience Portal
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Market Trends and Dynamics
Customers Evolving Fast• Adoption of web, mobility, social media • Social networking eclipses email in global reach
Customers Evolving Fast• Adoption of web, mobility, social media • Social networking eclipses email in global reach
New Customers Are Different• Expect instantaneous service, instant gratification• Far-reaching impact of individual experiences
New Customers Are Different• Expect instantaneous service, instant gratification• Far-reaching impact of individual experiences
Differentiate Your Customer Experience • Change creates opportunity for distinctive service• Avaya provides solutions to manage the experience
Differentiate Your Customer Experience • Change creates opportunity for distinctive service• Avaya provides solutions to manage the experience
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Interactions are Changing
Customer Satisfaction Risks
are Increasing
Demographics are Changing
Consumers Driving Massive Change
Sources: PricewaterhouseCoopers LLP and Retail Forward, Owned by Kantar Retail; Webtorials Editorial/Analyst Division; and Yankee Group, 2009, McKinsey
The VALUE of Any Interaction IsDefined By Its CONTEXT
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Addressing Your Business Requirements
IT
Flexible services based architecture – runs on commodity HW and standard Linux OS
Open standards for lower cost integration and customization
Multi-purpose platform supports multi-channel inbound/outbound
Lower TCO from common management and administration streamlining application delivery and platform management
Personalized, consistent cross-channel experience
Seamless handoff between assisted and automated service
Single view of customer
Consistent experience for inbound and outbound interactions
End Customer
Improved first contact resolution
Service customers across additional channels
Consistency across assisted and automated services and workflows
Lower service costs delivering context based interactions for higher containment rate within self service and potentially shorter handle times within assisted calls
Business Operations
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How Avaya Can Help
Key Needs Avaya Solution Advantages
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Avaya Leadership in Service Automation
#1 NA IVR/Voice/Experience Portal Systems Market
30+ years in IVR and contact centers
8,000+ systems, over one million ports deployed globally
Customers in virtually all industries & segments
Multi-year, multiple award winning applications
*source: Frost & Sullivan U.S. IVR (Interactive Voice Response) System Markets F658-76
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What Avaya Customers Have Achieved
Delivering an Exceptional Experienceat the Lowest Cost
Fewer calls routed to agents despite 11% increase in traffic
Faster time to market by via reduced provisioning time
Fewer agents to meet or exceed performance goals
Faster application deployment compared to legacy system
Note: Results based on customer success with Avaya Voice Portal 5.1 or earlier
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BUSINESS INTELLIGENCE
PERFORMANCE MANAGEMENT
Avaya Contact Center Vision
Personalized Experience Management
AssistedVoice Services
AssistedMultimedia
Services
WebServices
Fixed, Mobile, Social
AutomatedVoice ServicesInbound & Outbound
Automated MultimediaServicesInbound & Outbound
BusinessProcesses &Applications
ENTERPRISE WORK ASSIGNMENT
SERVICE ORCHESTRATION
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The Avaya Aura® Contact Center SuiteDelivering Personalized Experience Management
IVR Web Chat Email
AutomatedExperienceManagement
Chat Email
MMS
MMS
SMS
SMSVideo
XML
WebVoice
Agent Environment
Performance Management
Assisted Experience Management
End to End Services
Reporting Analytics WFO
Avaya Agile Communication Environment (ACE)
or CS1000
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Video Kiosk and Video Self Service
Revenue in Queue“Ad Space”
© 2009 Avaya Inc. All rights reserved.© 2009 Avaya Inc. All rights reserved.
Orchestrating a Superior Customer Experience
Self-Service
Proactive Outreach
Advanced Wait Treatment
Speech Enabled
2nd Chance Self Service
Customer Connections Mobile (iPhone/Android)
Call Back Assist
Enterprise Call Routing
AgentJoy
Joe Consumer
ExperiencePortal
A Set of Services as Building Blocks to Differentiate the Customer Experience
PackagedApplications
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Automated Voice and Multimedia Services
InboundCustomer
Customer
Customer
CustomerCustomer
CustomerVoice
Contact Center (as needed)
Event Notification
Payment Reminder
Product Promotion
SubscriptionRenewals
ProductSupport
Corporate Directory
Ordering and Payments
Applications
Orchestrate phone, email, SMS text outbound and phone and video inbound interactions – all from one platform
OutboundVoice
Text
Text
E Mail
E Mail
Customer
Customer Customer
Customer
Customer ExperiencePortal
SIP
POM
SIP
ICR
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Introducing Avaya Aura® Experience Portal
12
Key Enhancements Latest generation of our industry leading,
multiple award winning Avaya Voice Portal Includes Intelligent Customer Routing option for
added service optimization and cost savings Avaya Aura® Contact Center integration for
intelligent agent selection Wide array of apps: Proactive Outreach,
Callback Assist, Speech Dial, many others
What is It? Software platform for orchestration of automated
voice and multimedia services
Value Proposition Coordinates delivery of best possible multi-
channel customer experience at the lowest cost Simplifies contact center infrastructure
complexity reducing total cost of ownership
Unified ExperienceOrchestration
Customers
Agent Assist
Expert Assist
Self-Service
ContextualCollaborative
Speech E Mail Text Video Social
Aura®Experience
Portal
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What’s New - Avaya Aura® Experience Portal 6.0Key Features and Benefits
Key Feature Key Benefit
Avaya Aura® Contact Center 6.2 Integration
• Improves customer experience, satisfaction, loyalty - Seamless handoff of contact and context between automated and assisted service
Intelligent Customer Routing (ICR) optional deployment option
• Improves customer experience, agent efficiency, first contact resolution
•Lower service costs by optimizing experience through lowest cost service channel
•Simplifies and reduces infrastructure requirements resulting in reduced costs and TCO
Avaya Media Server (AMS) integration
Simplifies future implementations with Avaya Aura Contact Center
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Avaya Aura® Orchestration Designer
What’s New? One tool for design, simulation, maintenance of
inbound/outbound self service and AACC scripts Supports Avaya Aura® Experience Portal,
Aura® Contact Center, Voice Portal, MPS, IR Leverages best practices from Avaya Dialog
Designer and SCE for Contact Center Built on Eclipse open source framework for
easier integration with other 3rd party tools It’s FREE! Ships at no cost with many of our
platforms or downloadable from DevConnect
What is It? Single design tool for Avaya Aura® Contact
Center suite customer experience applications
Why does it Matter? Accelerates application design and time to
market, lowers development costs, and improves your response to what customers want
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Key Feature Key Benefit
Single development environment for Experience Portal and Avaya Aura® Contact Center
• Improve time to market of new or updated customer experience applications by streamlining service creation design, deployment, management
Single tool for Media Processing Server, Voice Portal, and Interactive Response applications
• Single recommended design tool for design, deployment and management of legacy applications• Not additional tools required for migration of AAOD applications to Aura® Experience Portal
Flexibly install - AACC Scripting Contact Center Module only, AAEP Development Self Service Module only, or combination of both
• Efficient and consistent workflow design for assisted and automated customer service• Addresses potential organizational need to separate design for assisted and automated customer care applications
MPS application support • Lowers migration cost from MPS developer to OD• Improve design proficiency in a mixed MPS developer/AAOD environment
Application Simulator support for 3rd party speech engines (ASR/TTS) through MRCP
•Improves quality, reduces rework time/cost, improves time to market of applications, particularly in more complex environments
What’s New Aura® Orchestration Designer 6 Key Features and Benefits
15
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Media servers
Experience Portal Architecture
16
Live Agent(only as needed)
Campaign and Customer Data
Orchestration Designer
ApplicationServer
(existing or new)
Orchestration Designer Apps
VoiceXML AppsCTI Apps
ExperiencePortal
ManagerVoiceXML Interpretation
Call ClassificationTelephony
Admin/ConfigurationLicensingReportingDatabase
EmailServer E Mail
SMSCSMSCText
VoicePSTNPSTN
Experience Portal
Proactive Outreach Manager
Campaign ManagementSMS Gateway
IntelligentCustomerRouting
Media serversExperience
Portal Media servers
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Management and Administration Centralized management
– User and system maintenance
– System configuration
– Monitoring and alarming
– Multi-tenancy
Application and systems reporting– On-demand and custom report
creation
– Report scheduling & delivery
– Open database and published schema for 3rd party access
– Integration with Avaya IQ and Operational Analyst
Also covering ICR and Proactive Outreach Manager
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Avaya Automated Voice and Multimedia Apps
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Traditional vs. Intelligent Customer Routing
PSTN
ACD ACDACD
PGPG PG
Pre-Route
CTI
IVR
TNT
Every call costs money with take back and transfers
Parallel networks for pre-route and CTI
Every call takes up ACD ports even if only completed in
the IVR
ACD ACDACD
All calls stay on-network
with no PSTN costs
Free up ACD ports, reduce
maintenance, and reduce complexity
Eliminate all parallel CTI
networks
Pre-Route
SIP GW
PSTN
AvayaAura®
ICRpowered by
Experience Portal
Move in Front
Eliminate
X
IVRIVR
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ICR Deployment Options and Models
Single-CM Multi-CM(Single Datacenter)
Multi-CM(Multiple Datacenter)
Caller identification, self service on AVP
Transport call context data on SIP header
In addition…
Intelligent load balancing across ACDs using real-time
operational and business data
High-redundancy within a single datacenter
Duplicated infrastructure within a site
All that, plus…
Leverage distributed ASM model
Resiliency across multiple locations
High scalabilityand reliability
Wait treatment on either VP or CM
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Intelligent Customer Routing
CC Site 1
IQ
Agents / screen-pop
ICR Application
CC Site 2
Agents / screen-pop
CC Site 3
SIP
CM 5.0
PSTN
1. Customer contacts the contact center
2. Contact is queued at the edge; ICR interrogates Routing Module for routing instructions with SIP message context
3. Routing Module sends updated policy based route; ICR routes to best site selection
4. Call context is delivered via SIP to contact center representative
1
2
3
4 4 4
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“Hello Mrs. Jones, we
are calling today to
alert you about a
pending charge to
your account…”
“Hello Mrs. Jones, we
are calling today to
alert you about a
pending charge to
your account…”
Proactive Outreach Manager
Runs on Experience Portal or Voice Portal
Reduce Costs by sending interactive alerts, status changes, appointment reminder messages– Reduce labor costs by proactively serving
customers through lower cost channels – Reduce or shape inbound call traffic
Increase Revenues and margins by automating mass personalized cross-sell / up-sell campaigns– Create “opt-in” campaigns to promote new
products and services, upgrade eligibility
Improve Customer Satisfaction by proactively satisfying anticipated customer needs– Personalize messages and make contact
based on customer communication preferences
22
Software application for creation and management of automated outbound phone, email, text campaigns and communications
“Thank you for your order!
Sign-up for updates and
special discounts at
www.avaya.com today!”
“Thank you for your order!
Sign-up for updates and
special discounts at
www.avaya.com today!”
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Speech Dial
Call a person or department without having to know number– Callers may be internal, external, or both
– Avoid locking names to numbers
Optimal dialog to maximize connection rate and minimize time-to-connection– Dialog is the solution
– Usability is highest priority
Doesn’t replace the operator, but automates routine inquiries– Defer to a real operator if necessary
Runs on Experience Portal
Ultimate aim: replace dial tone with Speech Dial Tone
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Callback Assist
Offer callers option to be called back (immediately or at a requested time) by CSR without losing place in queue
Levels call traffic without adding agents, reduces wait times and related toll charges, improves customer experience
How does it Work? – During peak call volumes, announces estimated wait time
and presents callers option for a callback
– Integrated with the Avaya Aura® Contact Center suite
– Leverages CMS, IQ or OA reporting
– Supports both CTI and SIP environments
24
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Video Kiosk and Mobile Video Self Service
CustomerInitiatesQuery
Self Service
Align to meet business objectives
Extend service at the branch and the home
Video self-help, wait-treatment, 2-way collaboration
2-WayConference Video
Agent shares: Video Documents Web Pages
“Across the Counter” Customer Service with Customer Connections Video
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Application Development
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Avaya Aura® Orchestration Designer 6.0
27
Avaya Aura® Orchestration Designer
AACC Scripting AAEP Self Service
Eclipse
Call Flow Prompt
Connectors Grammar
Contact Router
Data Cards
SimulationOutline ProblemsNavigator
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Avaya Aura® Orchestration Designer 6
Complete Development and Simulation Environment for Speech and Video Applications
Supports– Aura® Experience Portal – Aura® Contact Center– All other Avaya self service platforms
MPS (VXML), IR (VXML), VP Combines the best of
– Dialog Designer – Service Creation Environment (SCE für CC)
Extensible (Pluggable Data Connector) Available at no cost with AACC, AAEP und MPS
– Download through avaya.com Based on Eclipse Framework
– Integration with development tools of other vendors.
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Create your own integration with Pluggable Data Connectors
Create Experience Portal connectors – Reusable, lower cost of application development
– Simplifies integration in many cases such as: – Packaging complex web services
– Integration for systems without web services
– Third party connectors
– Developers can license their PDCs
Supports– Items on Data node palette for data connectors.
– Custom variable types; items on Variable Editor palette
– Runtime framework integration
MQMQInterfaceInterface
MQConnector
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Product Strategy and Roadmap
30
Delivered 2011
AssistedExperience Management
PerformanceManagement
AutomatedExperience
Management
Contact Center SuiteContact Center Suite2012+
Next Generation Platform Next Generation Platform ExpansionsExpansions
Avaya Aura Contact CenterAvaya Aura Contact Center
Avaya Aura WFOAvaya Aura WFO
Avaya CC Control ManagerAvaya CC Control Manager
Avaya Aura PerformanceCenter
Avaya Aura PerformanceCenter
Avaya Aura ExperiencePortal
Avaya Aura ExperiencePortal
Avaya Proactive OutreachManager
Avaya Proactive OutreachManager
Avaya SocialMedia ManagerAvaya SocialMedia Manager
Avaya Aura Contact Centerwith EnterpriseWork Assignment
Avaya Aura Contact Centerwith EnterpriseWork Assignment
Workflow AnalyticsWorkflow Analytics
Extended AgentDesktopExtended AgentDesktop
Video-EnabledMobile Contact:Agents, Supervisors, and Customers
Video-EnabledMobile Contact:Agents, Supervisors, and Customers
Proactive VirtualAgentsProactive VirtualAgents
Complete Hosted-Enabled Delivery Option
Complete Hosted-Enabled Delivery Option
Avaya Orchestration Designer
Avaya Orchestration Designer
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Innovation and Investment Protection
Keys to Our Approach Portable, reusable VoiceXML applications Common technologies and components
Common application creation environment Platform upgrade entitlements
Keys to Our Approach Portable, reusable VoiceXML applications Common technologies and components
Common application creation environment Platform upgrade entitlements
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Ensuring Value Delivery & Success
Business Communications Advisory Services
Identify and qualify business improvement strategies
•Identify requirements through structured discovery & review •Unite business needs and technical capabilities•Align with key stakeholders
Prioritizes roadmap which delivers savings to help fund future investments•Assess and prioritize business needs•Discover and quantify cost savings opportunities•Implement and measure
Self-Funded RoadmapTechnical Advisory
Services
Includes architecture design reviews, network migration analysis, and more•Recommendation on design, approach and solutions that deliver best-in-class capabilities
Avaya Professional Services
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200+ Consultants Globally
– Solution Architects, Speech Consultants
– >100 Lead Developers and Developers
– Quality & Testing resources
– Custom Application Support Consultants
Technical Project Management
Delivery Architecture
• Consulting• Design and
Architecture• Technical
Assessments
SpeechEngineering
• VUI Design• Grammar
Development• Usability
Testing• Tuning• Voice Talent
Coaching
Implementation
• Implementation• Advanced
Technical Integration
• Provisioning
• Development• Unit Testing• Integration
Testing• Custom
Application Support
Software & Custom
Applications
• End to End Solution Testing
• Load/Stress Testing
• Performance Monitoring
Quality AssurancePre Sales
• Discovery• SOW Support• Scoping• Pricing• Client Meetings
Avaya Professional Services - Self Service
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Why Avaya? Why Experience Portal?
Improve customer satisfaction Unified inbound/outbound self service Phone, video, text, email automation
Reduce your costs Expanding self-service option lowers cost Eliminate infrastructure complexity
Simplify service design Open standards, shared components Reduce expense, accelerate time to market
Maximize your investments Open standards platform License and application portability Migration and upgrade incentives
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Avaya Aura Experience Portal Media Server Roadmap
36
Experience Portal Manager
Experience Portal Manager
AMSNortel VXML Interpreter
MPPAvaya Voice
Browser
AACC Basic Ports
AMS
Avaya Voice
Browser
MPP
Experience Portal Manager
Experience Portal Manager
AMS
Nortel VXML
Interpreter
MPP
Avaya Voice
Browser
AMS
Nortel VXML
Interpreter
MPP
Avaya Voice
Browser
Common Voice
Browser
AMS
Common Voice
Browser
MPP
Experience Portal Manager
Experience Portal Manager
Common Voice Browser
AMS
Common Voice Browser
AMS
Common Voice Browser
AMS
AAEP 6.0
(Phase 1)Common Administration &
Management &Tooling
AAEP 6.0
(Phase 1)Common Administration &
Management &Tooling
AAEP 7.0
(Phase 2)Common Voice
Browsers
AAEP 7.0
(Phase 2)Common Voice
Browsers
AAEP 8.0
(Phase 3)Full Media Server
Convergence
AAEP 8.0
(Phase 3)Full Media Server
Convergence
2011 2012 2013