emea techshare 2009 the future begins avaya contact center update and icr mark schmidt cse manager...
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EMEA Techshare 2009
The Future Begins
Avaya Contact CenterUpdate and ICR Avaya Contact CenterUpdate and ICR
Mark SchmidtCSE Manager
Stefan DietrichConsulting Engineer
EMEA Techshare 2009
The Future Begins
Core Communication ServicesCore Communication Services
Collaboration and Interaction ApplicationsCollaboration and Interaction Applications
Communication InfrastructureCommunication Infrastructure
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Intelligent Access and Enterprise Application Integration
Intelligent Access and Enterprise Application Integration
Collaboration and Interaction Applications
Customer Interaction
Avaya’s Aura Architecturefor Business Communications
InteractionMgmt
ProactiveContactSelf
ServiceWorkforce
Optimization
Perfo
rman
ce A
nalytics
Perfo
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nalytics
Reporting(CMS)
Analytics Platform
(IQ)
EMEA Techshare 2009
The Future Begins
Connection
Network
App App
Composing a Solution
Collaboration and Interaction Applications
Customer InteractionInteraction
MgmtProactiveContactSelf
ServiceWorkforce
Optimization
EMEA Techshare 2009
The Future Begins
Connection
Network
App App
Composing a Solution
MakeCall
App App
PlayMsg.
App
App App
EMEA Techshare 2009
The Future Begins
Connection
Network
Composing a Solution
App App
App App
App
App App
SelfServ.
Out-bound
Re-cord
ACDScreen
Pop
WFMRe-port
EMEA Techshare 2009
The Future BeginsOrchestrating a Proposal
Self Service(Voice Portal)
Outbound(Proactive Contact)
Workforce Management
Automation for the Agent
Fast ROI & LOW Agent Training
EMEA Techshare 2009
The Future BeginsAverage Transaction Costs
* Source: 2008 Survey – ContactBabel
EMEA Techshare 2009
The Future BeginsTeleopti: Workforce Management
500+ customers in more than 55 countries across the globe
Offices in the Nordics, London, Frankfurt, Moscow, Madrid, Istanbul, and Dubai
A WFM solution for lowering your workforce cost while increasing customer and employee satisfaction
A TEM solution for superior Telecom Expense Management that ensures lower costs and higher quality of service for your fixed and mobile extensions
A BI solution for total reporting and control of your operations
EMEA Techshare 2009
The Future BeginsTeleopti offer…
Would you like to know how
your customer can Improve?
Would they like to
benchmark with others?
Free of charge Operational
Assessment
Free Forecasting software:
forecasts.teleopti.com
EMEA Techshare 2009
The Future BeginsQuick Update
Multi-media Mid-market CCContact Center Express 4.0 (GA now)
– Enhanced agent desktop and customer history– Built-in historical reporting leveraging MS SQL Server– AES licenses bundled in the pricing
Multi-media Enterprise CCInteraction Center 7.2 (GA June ’09)
– SIP scaling and blending with other ACDs– Built-in failover for all media channels– Out-of-the-box Tomcat-based browser client
Contact Center Reporting:– CMS for CC Reporting– IQ for CC Analytics
EMEA Techshare 2009
The Future BeginsVideo Contact Center
Customer Video
Endpoints
3G Mobile
Internet
Videophone
Video Kiosk
Video Self Service
Ticketing Options
1 – Purchase Seat2 – See the View3 – Agent Support
Video Agent
Video Self-Service via Voice Portal
Desktop options include sharing the Agent screen
Leverage the existing infrastructure, integrations, reporting
EMEA Techshare 2009
The Future Begins
Outbound Contact
Avaya Proactive Contact or Avaya Voice Portal
Route only special cases
directly to agent
Self Service App
Individual, interactive and
economical
Live Agent
Send complex cases to agentsProactive Outreach – Outbound
Customer Service Solution Framework
• PERSONAL customer experience
• Automated Customer contact with option for agent transfer
• Examples: Appointment confirmations Verify transactions Contract reminders
• PERSONAL customer experience
• Automated Customer contact with option for agent transfer
• Examples: Appointment confirmations Verify transactions Contract reminders
Proactive Outreach
Standard Offers include:- Voice Portal ports and hardware- CTI-based Proactive Contact (if needed for scale)- 1 VoicePortal ASR/TTS Proxy Connect- Avaya Professional Services and Maintenance- From: GPL 58k€
EMEA Techshare 2009
The Future BeginsAvaya’s open development tool:Avaya Dialog Designer
* Source: 2009, SpeechTek
EMEA Techshare 2009
The Future Begins
Avaya Intelligent Customer Routing
EMEA Techshare 2009
The Future Begins
Key Trends and Driving Forces in Self Service
Personalization – Increased Penetration of Voice Biometrics
Speech to increase customer sat – „How may i help you“ Call Steering
Outbound Self Service– Tightly integrated with Inbound Self Service
Standardization– Adoption of w3c Standards : VXML, CCXML, SMIL,
EMMA
EMEA Techshare 2009
The Future Begins
ICR Technical OverviewKey Features
AVP in front with SIP– Delivers self-services and automation before calls get to ACD
Multi-site Load Balancing– Obtains call center info from best data source (ex: SIP BSR), determines
best location– Eliminates need for complex/expensive CTI pre-route solutions– Enterprisewide determination of best skilled available resource
Enhanced Wait Treatment– Keeps customer on AVP while preserving position in queue– Dynamic, personalized wait treatment experience
Call Context Data integration via SIP– Transports call context data on SIP Header– Screen-pop can be accomplished via CTI client, or with no CTI (ex: IP
Agent)
EMEA Techshare 2009
The Future Begins
ICR building blocks in action
EMEA Techshare 2009
The Future Begins
18
EMEA Techshare 2009
The Future BeginsService Creation Environment for ICR Avaya Dialog Designer : Wait Treatment
EMEA Techshare 2009
The Future BeginsService Creation Environment for ICR :Avaya Dialog Designer : Self Service Dialog
EMEA Techshare 2009
The Future Begins
Delivered Call Context to the Agent Desktop via SIP
Voice Portal Experience Caller: Dialed 5384262
Started: 15:03:45 System: ANI (491632829211) in Local Database? No System: ANI (491632829211) in POST? Yes System: ANI (49163282921)System: Thanks for calling Gelson Witte. Would you like information on
personal banking, credit cards or loans and mortgages? Caller: "loans"
System: Is this concerning a personal loan, student loan, auto loan or a mortgage?
System: One moment while I get a representative to assist you. Ended: 15:04:05
Total: 20 seconds Waiting At: sip:[email protected]
Wait Treatment (VP) Experience Estimated: 45 seconds
Started: 15:04:09 System: Music... System: Stefan, all loan representatives are busy . Please hold for the next
available representative. System: Music... System: All loan representatives are still busy. Please continue to hold. Ended: 15:04:29
Total: 20 seconds
Dialog Statements & Session Details
Personalized Caller Treatment
EMEA Techshare 2009
The Future Begins
ICR LIVE DEMO
EMEA Techshare 2009
The Future Begins
How to quickly tailor the WaitTreatment and make it relevant for the caller : DD5‘s Configurable Variables
EMEA Techshare 2009
The Future BeginsAppearance of modified wait treatment conditions in VPMS
EMEA Techshare 2009
The Future Begins
Summary – why ICR is compelling
EMEA Techshare 2009
The Future BeginsEconomy-of-Scale Benefits
Hard € Savings Replacement of PreRoute
Apps
Replacement of Long Distance Carrier with SIP trunking
Streamlined Backend Environment (less MedPro; C-LAN, VAL, CTI Ressources on CM)
Improved Agent Ressourse Utilization and Efficiency
Soft Benefits Drives Customer
Segmentation Strategies
Increased Self Service adoption of GenY
Evolvement to multi-modal selfservice applications
EMEA Techshare 2009
The Future BeginsValue Proposition
ICR as the initial Self Service Node for intelligent call steering
– services specific waittreatment and personalized selfservice
Cost effectiveness is propotional with increased resolution rate within ICR‘s self services applications
– Reduce infrastructure and licensing footprint
– Increased adoption of Self Services (Gen Y, Millennians)
Virtualization of Enterprise Call Center environment
– Economy-of-Scale benefits
– Reducing CTI complexity by leveraging standards-based SIP methods (Refer/Replace, UUI)
EMEA Techshare 2009
The Future BeginsWhat‘s coming next ...
ICR Trainings and Bootcamps– ICR Technical on 4/14/2009 10am Eastern– Bootcamp-Denver ICR Planning, Design & Implementation
on 5/6-5/8 and 5/20-5/22
ICR R.2 as „productized“ solution scheduled for Nov. 09 timeframe
– Enhanced real-time monitoring to prove loadbalancing efficiency
– Specific alarming and RBAC– 3rd party framework to incorporate Non-Avaya ACD‘s into
ICR‘s virtualization concept
Bid qualification– ICR SWAT Team established to qualifiy opportunities– Please contact [email protected] or
EMEA Techshare 2009
The Future Begins
Thank YouThank You
This presentation is provided under Non-Disclosure agreement. All roadmaps are subject to change at Avaya’s discretion