avaya breeze demystified -...

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Avaya Breeze Demystified

“You don’t have to boil the Oceana!”

John NicholsonConsulting Sales Engineer - Avaya


Avaya Breeze Demystified

• What exactly is Avaya Breeze?

• How does Breeze relate to Oceana?

• Why does it matter?


Breeze ‘Marketechure’Team Engagement

Applications

Communication PlatformsAnalytics

Customer Engagement Applications

AvayaOceana

Avaya Breeze

Middleware Event Broker Collaboration Bus


Avaya’s Paradigm ShiftTeam Engagement

Applications



AvayaOceana

Avaya Breeze

• Customer‐directed innovation

• Customer‐specific solutions

• Unique customer experience

• Open, modular applications

• Workflow simplification

Why?


Add Functionality Solve a Problem

Breeze as a Innovation PlatformTeam Engagement

Applications



AvayaOceana

Avaya Breeze

Snap‐in Snap‐in Snap‐in Snap‐in Snap‐in Snap‐in

Avaya Breeze

Customer‐driven Workflow

Business‐driven Workflow


Workflow: Engagement Designer

Example of an Email Interaction

Email CRM Context Store

Work Assignment

Agent Desktop

Reporting Data Mart

Avaya Breeze

Email Server* POP3 / IMAP

CRM Server* API /Web Svc

In‐Memory Data Matrix

Attribute‐based Routing

Workspaces Client SDK

Event / Data Collector

Email triggers flowSend Auto ResponseTo/From Attributes Keyword Attributes

Query Email AddressCustomer AttributesCustomer Preferences

Other Handles

Query CustID / HandlesJourney AttributesHistorical Attributes Last Agent Recall

Assemble AttributesQuery for MatchSelect Agent IDManage Queue

Present ContactInteraction Cards Customer JourneyCustomer Details

Receive Event DataInteraction DataReal‐time ReportsHistorical Reports


Workflow: Engagement Designer

Example of a Chat Interaction

Chat CRM Context Store

Work Assignment

Agent Desktop

Reporting Data Mart

Avaya Breeze

Chat Server* Website

CRM Server* API /Web Svc

In‐Memory Data Matrix

Attribute‐based Routing

Workspaces Client SDK

Event / Data Collector

Chat triggers flowAuto response sentCustID Attributes Keyword Attributes

Query CustID / NameCustomer AttributesCustomer Preferences

Other Handles

Query CustID / HandlesJourney AttributesHistorical AttributesLast Agent Recall

Assemble AttributesQuery for MatchSelect Agent IDManage Queue

Present ContactInteraction Cards Customer JourneyCustomer Details

Receive Event DataInteraction DataReal‐time ReportsHistorical Reports

Chat‐bot CoBrowse

Email

Email Server* POP3 / IMAP


Innovation at the Speed of Business• Agility

– Assimilate emerging technologies– Deploy fast, succeed fast or fail fast

• Simplicity– Modular mashup instead of ‘IT project’– Shared, ‘One‐and‐Done’ integrations

• Economy– Pay only for the functionality used– Business‐driven solutions


Oceana = Breeze + Snap‐in Bundles

Snap‐in Snap‐in Snap‐in Snap‐in Snap‐in Snap‐in

Avaya Breeze

Engagement Designer Workflows

• Channel Snap‐ins– Voice / WebRTC– Email– Chat / SMS– Social

• Application Snap‐ins– Context Store– Work Assignment– Engagement Designer– Co‐Browse– Chat Bot– Mobile Video

• Oceananalytics– Real‐time Reports (Data Mart)– Historical Reports (Data Mart)

Oceana = 20 Most Popular Snap‐ins

Oceananalytics Standard Reports


Net Promoter Scores

Customer Experience with Oceana• Preferred channel• Journey awareness• Contextual interaction• First contact resolution• Proactive response


Preferred Channel Options

Live Cha

t

Click to Call


Mobile Chat, Voice and Video

Current Wait Time is:

3 Minutes


Customer Journey Map

• Voice, Email, Chat, SMS, Social• Per channel or per interaction• Definable retention

• Website flow• IVR / Self Service• Mobile App


Dealer Locator

"Can you help me fix my controller?“I’m having problems logging in to website”Avaya > Support > Login


"Can you help me fix my controller?

Password Reset

“I’m having problems logging in to website”Avaya > Support > Login


Unified Omnichannel Desktop • Voice• Email• Chat• SMS• Social• Customer Detail• Contact History• Customer Journey• Expert Presence


Technical Credit Repair eFolks


I'm sorry you're having a problem, how can I help?

I seem to be having problems logging into the website

IT Level 3 IT Level 3 IT Level 4

“I’m having problems logging in to website”Avaya > Support > Login Avaya > Support > Promotions

I'm happy to help. Is the installer currently at your office?

Are you having a problem with the website or mobile app?

Are you trying to log in as a service provider or customer?

Let me send you the link to our financing page http://www.avaya.com/

Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 20

Data Collectors

Omnichannel Reporting and Analytics

Oceana | CC Elite | Exp. Portal | POM | Third Party

Unified cradle to grave view across all sources

Translate events to business measures for reporting

Report Designer and ad-hoc report creation wizard

Context

Feed enterprise data lake for data mining

everywhere

Automated storage, processing, and analysis of real-time data

Event processor engine

Customer journey mapping across disparate source systems

AvayaOceanalytics

Report scheduling and delivery

User management, security control, role-based access

Avaya Oceananalytics


Salesforce Desktop Integration


Net Promoter Scores

Customer Experience with Oceana• Preferred channel• Journey awareness• Contextual interaction• First contact resolution• Proactive response


Have Avaya Aura CC Elite 7 or Elite 6.3.15 deployed

Want to enhance agent efficiency & lower costs− Add chat, SMS, email for greater agent efficiency− Shift channel mix to lower cost handling options− Provide best choice of agent through single attribute-based routing / matching engine− Deliver interactions with context improving agent efficiency

Desire to improve agent retention− Provide market leading agent experience to improve job satisfaction, reduce churn− Best choice of agent via matching engine, interactions delivered in context for higher performance

Need to improve revenue− Add chat, SMS, email to voice with context for agents− Lower customer effort by adding digital channels− Enable mobile customer care with two-way SMS− Provide best choice of agent through single routing / matching engine reducing abandons− Integrate contact center with back office to identify more opportunities, increase conversions

Oceana NOW! Promotion

avaya breeze demystified -...

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