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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.

©2009AvayaInc.AllRightsReserved.AvayaandtheAvayaLogoaretrademarksofAvayaInc.andmayberegisteredincertainjurisdictions.Alltrademarksidentifiedby®,TMorSMareregisteredmarks,trademarks,andservicemarks,respectively,ofAvayaIncAllothertrademarksarethepropertyoftheirrespectiveowners.02/09•GCC4150

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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