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• Deal with faster changing business cyclesandfiercercompetitivelandscapes
• Reduce costs permanently,withfewerleversthanthelargeenterpriseswithwhomtheycompete
• Drive efficiencies throughout the business,requiringsmallersupportteamstobemoreeffective
• Differentiate from larger competitorstostayinbusiness
• Gain competitive advantage as products become more commoditizedandpricetovalueisprioritized
Essentially,businessleadersneedtogetaheadofrapidlyevolvingcustomerexpectations,delivervalueandprovideadifferentiatedcustomerexperience.Thisneedstobeaccomplishedinawaythatoptimizesresourcesandexpertiseacrossthebusiness,whileloweringoperatingexpenses.
Whenbuyingtechnologytoaddresstheseimperatives,businessestypically
lookforpackagedsolutionsthatprovideahighdegreeoffunctionalityandareeasytoimplementandmaintain.Avaya’scontactcentersolutionformidsizebusinesses,ContactCenterExpress(CCE),meetstheseobjectives.CCEenableslargeenterprisesophisticationanddifferentiation,businessefficiencies,locationindependence,andanefficientdeploymentmodel…allatapricepointforthemidsizebusiness.
Business Benefits
Ingoodtimesandeveninthemidstofuncertainty,goodcustomerserviceiscriticalforlongtermbusinessstabilityoreventothecontinuedexistenceoftheorganization.
AvayaContactCenterExpressisamultipurposecustomerservicesolution.CCEdeliversareliable,integrated,affordablemult-mediacontactcentersuitethatprovidesrichandcompellingcustomerexperiencesformidsizefirmsordivisionsoflargeenterpriseswhoarelookingforwaystoachieveoperationalefficiency,increaserevenueandimprovecustomersatisfactionandretention.
CCEoffersoptionsforcontacthandlingthatallowscustomerstobetreatedinanefficientmannerandforthebusinesstorespondeffectivelytocustomerneeds.TheabilityofCCEtointelligentlyroutecontactstotherightagentattherighttimecanhelpabusinessenablegreatercustomer
Avaya Contact Center Express (CCE) 4.0Proven multi-channel contact center capabilities that translate into tangible business results.
Solution brief
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Overview
All organizations face mounting pressures to deal with
increased competition, lowered budgets, and sophisticated
customer expectations for services. these challenges are often
compounded due to competition and limited organizational
resources. Compared with larger enterprises, the midsize
business has to:
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satisfactionwhilesimultaneouslyreducingcostsanddeliveringgreaterbusinessvalue.CCEprovidesfunctionalitythateasilyandquicklyadaptstobusinesswithoutrequiringheftyinvestmentsoralargeITstaff.
Value Driven Results
• Increase revenuesthroughenhancedcustomerinteraction,differentiatedserviceandcustomersatisfaction.
• Enable competitive differentiation and build lasting relationshipsbyimplementingeffectivecustomerrelationshipstrategiestocreatebettercustomerexperiencesacrossallcontactchannelsthatblendwithbusinessprocesses.
• Enable business anywhere and scale operations as conditions changebyemployingstrategiessuchashomeagent,remoteworker,anduniversalagentwhileintegratingthesewiththebusinessecosystemofbranches,partners,andsuppliers.
• Optimize contact center operationsbyimprovingthehandlingandtrackingofonlinecustomerrequeststhroughcontactcenterroutingandmanagementcapabilities.
• Optimize agent productivity and improve agent utilizationbyusingCTIscreenpops,blendedinbound/outboundandmultimedia,unifieddesktopandapplicationintegration.
• Improve communicationsbyofferingcustomerstheirpreferredmethodofinteraction.
• Improve customer segmentation and increase customer loyalty and retentionbyleveragingcustomerinsightandpreviousinteractionsorpurchasestooptimizeinteractions.
• Increase investment valuebybuildinguponexistingfunctionalitywithpowerfulselfserviceapplicationsandotherproductsfromtheAvayaportfolio.
Leading Edge Capabilities
AvayaContactCenterExpressprovidesafullfeaturedcontactcenterofferwithapplicationsformulti-channel,inboundandoutboundcontact,andintegratedreal-timeandhistoricalreporting.
ContactCenterExpressisbasedonAvaya’smarketleadingunifiedcommunicationsplatform,AvayaCommunicationManager(CM).CCEismodularsoitisflexibletoaccommodatechangeasbusinessesgrowandevolve.CCEalsoprovidesrobustmulti-channelroutingcapabilitiesfortoday’scontactcenters,andcanmanagethecollection,queuing,anddeliveryofvoiceandnon-voiceworkitems,suchase-mailandtextorwebchatsessions,toanappropriatelyskilledagent.CCEemployspowerfulroutingalgorithmsresidentinAvayaCallCenterSoftwaretodeterminetherightresourcefortherightcontact.Furthermore,
CCEintegratesseamlesslywithAvayaVoicePortaltoprovidemoreenhancedself-servicecapabilities.
AvayaContactCenterExpressallowscustomerstomakecontactviavoice,e-mail,fax,textorinstantmessaging.Regardlessofwhetherthecustomerprefersspeakingonatelephone,sendinge-mails,textingonasmartphone,orchattingovertheinternet,CCEprovidesauniversalworkqueuebyleveraginganAvayaACDforallsupportedchannels.Inotherwords,acontactwillbeplacedinasinglequeueandthenroutedtoanagentwithrelevanttools,skills,andknowledgetohandletherequest.
Easytoimplementandsimpletouse,ContactCenterExpressalsodelivers:
• Out-of-the-boxdesktopapplicationsforagentsandsupervisors
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ContactCenterExpressDesktop
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• Frameworkapplications:intelligentrouting,interactiondataandcentralizedconfiguration
• Outboundpreviewdialing,automatedoragent-initiated
• Powerfulapplicationdevelopmenttoolsforcompletecustomizationandintegration
• Simpleandfastwizardsfordesktopscreenpopsandroutingrules
Leveraging Features and
Technology for Business Benefit
• Leverage the right resource at the right time.Bycapturingresourceskillsetsintheroutingdatabase,contactsareroutedtotherightresourcebyskilltype,regardlessofcontactchannel.Universalagentswhosupportmulti-channelcontactscanimproveresponsetimemeasurementsformeetingservicelevelcommitmentsandoperationalefficiencyimprovements.
• Robust Contact Center Express reporting.Reportingispivotaltoacontactcenter’ssuccess.CCEcapturesperformancereportingonallrealtimeandhistoricalactivityinthecontactcenterenvironment.Supervisorscanchoosetodisplaytheinformation(agentstate,devicestate,VDNstate,queuestate,agenthistoryandcustomerhistory)ingridformatorreportlayout.Standardreportsareavailable,aswellasusingthecontenttocreatecustomreportsviathedesigntool.
• Expand agent pool and increase first call resolution by engaging experts.Abusinessassociate’savailabilitytoassistcanbedeterminedandtheassociatewiththedesiredskillcanbebroughttoacustomercallonanadhocbasis.
• Agent Initiated Preview Contact solves costly proactive customer contact issues.Fromcallbackstotargetedcampaigns,usesimpleandeffectiveoutbounddialing
toolstoincreasetheaccuracyofcustomercontactinanoutboundenvironment.
• Simple wizards facilitate ease of use.Builtinwizardsmakeconfigurationeasierandfaster.Byleveragingbestpracticesincontactcentersetup,Avayahascreatedpre-defineddesktopscreenpopsandroutingruledefinitions.Timelinesareshorterallowingbusinessoperationstocommencemorerapidly.
• Enhance customer experience through advanced treatment.UniquealgorithmsandcapabilitiessuchasAbandonedCallAssistant,CustomerRequestedCallBack,andCustomerIdentificationAssistprovideoperationalefficienciesaswellasincreasedcustomersatisfaction.
• CCE presence.TheCCEvoicepresencewindowallowsanagenttomonitorthestatusofothercallcenteragentsor
businessassociates.Throughvoicepresence,one’savailabilitycanbedetermined–onthetelephone,loggedin/out,available,ordoingotherwork–andbasedonthisknowledge,theagentcanengageavailableresourcesforcustomercontactasneeded.
• Expand Agent knowledge with Customer History.ContactCenterExpresscustomerhistorydisplaysalistofpreviouscustomercontactsandgivestheabilitytoviewanycontacttoensuremoreconsistentservice.
• Pre-built Microsoft Dynamics CRM Connector.ThisallowsofficeworkerstocallindividualsinMicrosoftContactsandAccountslists,andviewcontactscreen-popswithinboundcontacts.
• Integrated Wallboard application.Itdisplaysreal-timeandstatisticalinformation
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SampleReports
onVDNs,skillsorsplitsandagentsinamarqueewindow.InstalledonagentPCs,thescrollbarofinformationallowsagentstocloselytracktheirpersonalworkperformanceandtheperformanceoftheirworkgroup(skillorsplit).
• CCE uses a plug-in architecture.Theplug-inarchitectureenablesconfigurationofonlyrelevantcapabilitiesonbothCCEDesktopandservercomponents.Forexample,CCEDesktopgivesagentssinglescreenvisibilitytoworkitemsfromwhichtheycanbegiventhecapabilitytoreplytocustomers,searchadirectoryforatelephonenumberore-mailaddress,recordcustomernotes,insertautotext,spellcheckreplies,printworkitems,orinitiateoutboundcommunications.CCEDesktopcanalsobesimplyconfiguredtolaunchexternalapplications.
• Service Oriented Architecture (SOA) is fundamental.ContactCenterExpressusesandincludesapplicationdesignsupportforWebServicestechnologiessuchasSOAP/XML.IncludedwithCCEisWebServicesDescriptionLanguage(WSDL)forinterfacedefinitionandSimpleObjectAccessProtocol(SOAP)overeXtensibleMarkupLanguage(XML)forWebServicesintegration.
• Powerful and flexible framework.ContactCenterExpressprovidesasetofcapabilitiesandtoolstobuildacompletesolutionforbusinessneeds:fromcustomercontactthroughcontactmanagementandcontactcenteroperations.CCEincludesthetoolsnecessarytoempowerbusinesssuccess.
• Powerful desktop applications.CCEprovidesapplicationstoshortenthetimelinetoreadiness.Nowworkingwithcontactcenterfeaturescanoccurindays,notweeks,usingrobustAgent,SupervisorandAdministrationapplicationsforthecontactcenter.
• Application development tools are included.Inadditiontohighoutoftheboxfunctionality,fordesiredmodifications,simpletoolsenablecompletecustomizationandintegrationcapabilitiestoenableeasypersonalizationwithinthecontactcenterandacrossthebusiness.
Thesecomponentscometogethertocreateanunparalleledcontactcenterplatformthatenablesanexceptionalcustomerexperienceandtremendouscustomerinsightforsegmentationandtreatment–allmanagedinaconsistent,uniformformat.CCEistheonlysolutioninthemidsizebusinessspacethatfullyexploitsAvaya’smosttrustedCommunicationManagerandACDplatform,andthatprovidesinvestmentprotectionbyleveragingmanyoftheAvaya’sleading,awardwinningEnterpriseproductsasbusinessneedsand/orscalegrow.
Avaya Global Services
Fromassessingbusinessneedstodesigning,implementing,managingandmaintainingthesolution,bothAvayaProfessionalServicesandAvayaPartnerscanprovidearangeofoptionstosupplementinternalresourcesandaddressbusinessneeds.
AvayaServicesandBusinessPartnersofferSoftwareSupportundera1yearcontractprogramandalsoathreeyearSoftwareSupportwithUpgradesprogram.SoftwareSupportwithUpgradeshelpsprotectsyourinvestmentbymakingsureyougetthelatestcompetitiveproductfeatures.Thishelpsyourbusinessdeliverthelatesttechnologyandthebestcustomersatisfaction.
AvayaGlobalSupportServicesdeliversvaluetobusinessesthroughcontinuous,comprehensiveandcosteffectivecoveragethathelpsensuremaximumsystemperformance,reliabilityandavailabilityforIPTelephony,UnifiedCommunications,andContactCenterapplicationsandsolutions.Inacollaborativepartnership,AvayaProfessionalServicesandAvayaPartnerscanhelpdevelopastrategytorealizeandexecuteanorganization’scompletecustomerservicevision.TheAvayaSoftwareSupportofferskeepsoftwareandapplicationscurrent,gainnewfeaturesandfunctionality,andenableprotectionofthecommunicationsinvestments.AvayaGlobalSupportServicesalloworganizationstostayfocusedoncoreobjectiveswhilehelpingtoensurethatcriticalcommunicationsapplicationsoperatesmoothly.
Learn More
FormoreinformationabouthowAvayaContactCenterExpresscansupportthechallengesanddemandsofmidsizebusinesses,pleasecontactyourAvayaClientExecutive,AvayaAuthorizedBusinessPartnerorvisitavaya.com.
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About Avaya
Avaya is a global leader in enterprise communications systems. The company
provides unified communications, contact centers, and related services directly
and through its channel partners to leading businesses and organizations
around the world. Enterprises of all sizes depend on Avaya for state-of-the-art
communications that improve efficiency, collaboration, customer service and
competitiveness. For more information please visit www.avaya.com.
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