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© 2011 VOCALCOM All rights reserved. Avaya Aura Contact Center.

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Presentación del tema: "© 2011 VOCALCOM All rights reserved. Avaya Aura Contact Center."— Transcripción de la presentación:

1 © 2011 VOCALCOM All rights reserved. Avaya Aura Contact Center

2 © 2011 VOCALCOM All rights reserved. Situación actual CALL CENTER CM + CCElite + CMS / IQ CONTACT CENTER (escalable) AACC CALL CENTER CM + CCElite + CMS / IQ CONTACT CENTER (entorno Pymes) CCE CIE CONTACT CENTER (gran escalabilidad) AIC + OA

3 © 2011 VOCALCOM All rights reserved. Modelo tradicional basado en CTI Problemas Esperas y retrasos perceptibles Pérdida de parte del contexto en las transferencias. Costes elevados al crear nuevos servicios ¿En cuántos sitios hay que crear/modificar flujos? VDN Vector Skill Agent Enterprise CTI & Routing Cliente Marca Pre-routingIVRTroncales y VDN monitorizados para grabacion Desisiones basadas en la disponibilidad del agente Reporting captura estadísitcas, registros WFM adherencia de agente. Pérdida de ANI en transferencias Repetir la información solicitada

4 © 2011 VOCALCOM All rights reserved. 4 Nuevo modelo: SIP Contact Anchoring Chat Media Anchoring Web Customer Context Self-Service Customer Service Collaboration Session Resources Brought to the Customer Agent Customer Multi-Channel Service Expert and Supervisor Assist Recording Los medios son anclados en AACC en el Avaya Media Server (AMS) Los recursos se traen hacia el cliente. Tratamientos Automatizaciones Asistencia personalizada Recording Expertos Supervisores / Managers Arquitectura basada en sesiones SIP Diseño optimizado para lograr el first call resolution.

5 © 2011 VOCALCOM All rights reserved. AACC: más que un SoftACD Suite integrada de fácil instalación. Cola universal para todos los tipos de contactos. Desktop unificado e integrado Reporting histórico y realtime con más de 100 reportes predefinidos y, asistente para la creación de custom reports. Herramienta de creación de workflows unificada. Administración centralizada de todos los componentes. Completo set de interfaces y Apis para permitir conectar con aplicaciones externas. Marcación integrada.

6 © 2011 VOCALCOM All rights reserved. Recording Client WEB Automated Business Applications Social Media AACC Avaya Aura Contact Center | Abierto, Adaptable y Multimedia 6 IM Agents Expert Scanned Docs / FAX

7 © 2011 VOCALCOM All rights reserved. AACC 6.1 Desktop Unificado Desplegable AUX Estadísticas de agentes y skilsets Skillset Activo Llamada Entrante– Aceptada o Forzada Contacto Aceptado Click para contestar

8 © 2011 VOCALCOM All rights reserved. AACC 6.2 | Agent Greetings Permite al agente el grabar un saludo Los agentes pueden grabar diferentes saludos para cada servicio al que estén asignados El saludo se inicia automáticamente al iniciarse la interacción lo que permite al agente unos instantes de gracia para poder revisar la información del llamante Factible el disponer de diferentes saludos según horario (mañana, tarde, noche) Viene predefinido con un saludo por defecto 8

9 © 2011 VOCALCOM All rights reserved. From /To Address Keyword Group1 Marketing Keyword Group 2: Sales, Support Rules, % matching to cater for spelling mistakes Logical Operators Analysis Engine 9 End Customer Auto Acknowledge Autorespuesta basada en Knowledge Base o respuestas sugeridas. Reply Transfer Avaya Aura Contact Center , Fax, Voic , Whit , SMS Voic /Fax/SMS Autopromoción de Respuestas Las respuestas sugeridas más frecuentes pueden ser promocionadas. Customer Service Autorespuestas validadas por agentes (1) Recommended Suggested Response (2) Frequently Used Responses prompted to Auto Responses (3) Search Knowledge Base using keywords for other responses AACC R6

10 © 2011 VOCALCOM All rights reserved. Auto Suggest Prepared response given to agent; Hover for Preview Reply Options To/CC/BCC editor Full style editing e.g. font, size, bold, italics, 216 colors, bulleted and numbered lists, insert tables, images, hyperlinks, etc. Historico Agent can Review trail templates HTML or Text-based Historia de contactos previos Agent can Review past multimedia interactions for this customer

11 © 2011 VOCALCOM All rights reserved. Voic Servidor de voic unificado. Los mensajes se enrutan a un agente con el perfil adecuado. El agente escucha el mensaje (windows media player) pudiendo devolver la llamada con un click to call. Fax Los faxes se adjuntan como imagenes.tiff Los contactos se enrutan al agente adecuado. Visor integrado para poder realizar operaciones tales como zoom, rotar, etc. El caller-ID es capturado, con lo que puede utilizarse para responder al remitente. Voic , fax, documentos escaneados, SMS

12 © 2011 VOCALCOM All rights reserved. Visor integrado para faxes y docs escaneados Accepted Scanned Document ( SD Skillset) or Fax (FX Skillset) Benefits: Incoming Faxes to Fax Server or Messaging system routed to Agents Incoming Voice Mails routed to Agents Incoming Scanned Documents from Document Server routed to Agents Agent Desktop used to send outgoing faxes and documents Benefits: Incoming Faxes to Fax Server or Messaging system routed to Agents Incoming Voice Mails routed to Agents Incoming Scanned Documents from Document Server routed to Agents Agent Desktop used to send outgoing faxes and documents

13 © 2011 VOCALCOM All rights reserved. Dotar al Contact Center de la capacidad de marcación saliente. Herramienta de creación de campañas incluida. Agent blending y reporting integrado. Posibilidad de disponer de argumentarios en el agent desktop. Contact Center Outbound Outbound Script Automatically Presented to Agent and Call made either in Progressive or Preview dialling modes Customer Details Name, Multiple Phone Numbers

14 © 2011 VOCALCOM All rights reserved. AACC 6.1 Web Chat Incoming Web Contact – Accepted or Forced Accepted Web Contact

15 © 2011 VOCALCOM All rights reserved. Integración con Ms-OCS Customer Sends IM to published SIP URI AACC 6.1 responds with Predefined IM Messaging IM Contact Accepted by Agent – Customer now connected to Agent

16 © 2011 VOCALCOM All rights reserved. Standard Media Social Networks Web Managed Agents & Experts Contact Routing Inbound Contact Integración con redes sociales Avaya Social Media Manager El escaneo y proceso de los eventos procedentes de Redes Sociales lo realiza Avaya Contact Center y es personalizado para el cliente con los Servicios Profesionales de Avaya

17 © 2011 VOCALCOM All rights reserved. Contact Centre View Flow / Script Editor Local View Synchronisation / Problem View Select and Drop Menus SCE Workflow: creación de flujos Service Creation Environment (SCE) es la herramienta gráfica que permite diseñar los flujos que controlaran cómo un contacto es enrutado y asignado en AACC

18 © 2011 VOCALCOM All rights reserved. Control de las diferentes aplicacions via browser Acceso via web browser a la suite de Avaya Aura Contact Center para supervisores y administradores

19 © 2011 VOCALCOM All rights reserved. Estadísticas en tiempo real para agentes Los agentes disponen de información como: niveles de servicio, contactos en espera, alertas, umbrales superados, etc

20 © 2011 VOCALCOM All rights reserved. Real Time Reporting Dashboard

21 © 2011 VOCALCOM All rights reserved. 121 standard report templates available Centralized storage of report templates Customized report sharing using report group folders notification of scheduled report completion Supervisor filtering Administrative partitions Report Creation Wizard enables customization and data combination Output Formats – crystal ras, excel, http, word, txt, csv, …etc Historical Reporting

22 © 2011 VOCALCOM All rights reserved. Integración con WFO 10.1 Tightly integrated with Avaya Aura ® Contact Center 6.1 and higher Avaya Contact Recording, Quality Monitoring, eLearning, and Workforce Management solutions available for Avaya and NES switch environments SIP Contact Center recording via MAS Hybrid SIP/Legacy for CM/Midsize Enterprise customers Hybrid SIP/Legacy for NES CS 1000 customers Supports new Full-Time Screen Recording on Avaya Contact Recorder (ACR) Windows 2008 and Linux OS support for ACR New key supervisor and agent desktop applications Performance Management Coaching Desktop and Process Analytics

23 © 2011 VOCALCOM All rights reserved. AACC Suite

24 © 2011 VOCALCOM All rights reserved. CCMS & CCMA FUNCTION: Multi-channel interaction management, resource selection and work assignment. Sets up and manages consumer conference. On-board operational reporting and web based management and administration. AACC Core Application - CCMS BENEFIT: More effective matching of contact to right resource, reduced contact handle time and agent labor costs AACC Administrator Environment (CCMA) FUNCTION: Single browser-based user interface for supervisors and administrators. Configuration, workflow definition, real-time and historical reporting, etc. Integrated CCT and CCMM management; Roles-based Access Control BENEFIT: Simplifies deployment and reduces training requirements; allows integration with domain security

25 © 2011 VOCALCOM All rights reserved. MAS & CCT FUNCTION: Media services platform for announcements, music and dialogs. Avaya Aura SIP Media Services (MAS) BENEFIT: IT centric architecture, advanced application features and broad ecosystem support. Carrier grade reliability and scale SIP Media Services FUNCTION: Context and Control engine: run-time environment and SDK/API set which enables applications developers to create custom user interfaces or integrate Context Center functions into other applications AACC Communications Control Toolkit (CCT) BENEFIT: IT centric architecture, open published APIs and SDK, web services, SOA, as well as standard Visual Studio /.NET / JAVA environments allow rapid application development and deployment, minimizing cost and time-to-money

26 © 2011 VOCALCOM All rights reserved. CCMM FUNCTION: Single repository DB for IM, , Web Chat, FAX, SMS, White, Mail and Outbound Contacts. Contains 4 key components – Manager, Web Communications Manager, Outbound and Avaya Aura Agent Desktop BENEFIT: Highly efficient and scalable Multimedia database subsystem meeting the demands of a multimedia enabled contact center Contact Center Multimedia Manager AACC

27 © 2011 VOCALCOM All rights reserved. AACC 6.0 Platforms and Virtualisation Virtualisation Lowers TCO AACC 6.0 Server OS Support Windows Server 2008 R2 64 bit Enterprise & Standard Editions Agent and Supervisor Client OS Support Windows Vista Business SP1 (32-bit) Windows Vista Enterprise SP1 (32-bit) Windows XP Professional SP2 or later Windows 7 (32 and 64 bit) Windows Server 2008 R2 Standard Edition Windows Server 2008 R2 Enterprise Edition Virtualisation VMWare vSphere 4.0 MS HyperV

28 © 2011 VOCALCOM All rights reserved. AACC 6.2 | Sistemas soportados Avaya PlatformSupported Releases Concurrent Voice Agents Concurrent Multimedia Agents CC Elite Adjunct 3x,4x,5x,6x Per Elite on CM release limit 3,000 Avaya Aura (CM-MBT) Avaya Aura (CM Standalone) ,000 Avaya Aura (with Session Manager) SM 6.1,CM 6.01, AES 6.13,000 CS1000 SIP5.x, 6.x,7.x1,500 CS1000M AML5.x, 6.x, 7.x2,250 CS1000E AML5.x, 6.x3,3503,000 CS1000E AML7.x5,0003,000

29 © 2011 VOCALCOM All rights reserved. AACC 6.X | Escalabilidad Active Concurrent Agents AMS CCMA CCMS CCT CCMM CCMA CCMS CCT CCMM 300 AMS 600 CCMA CCMS CCT AMS CCMM 1000 CCMA CCMS CCT AMS CCMM 2000 AMS CCMA CCMS CCT AMS CCMM AMS servers 5 servers All servers are dual six-core machines. AMS servers are Linux based. 3 servers

30 © 2011 VOCALCOM All rights reserved. Parque de Negocios MAS BLAU. Edificio Muntadas C/ Berguedá 1, esc. A, planta 3 · El Prat de Llobregat Barcelona Complejo AZCA. Edificio Alfredo Mahou Plaza M. Gómez Moreno 2, Planta 4A Madrid


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