Avaya Aura Contact Center

Situación actual CONTACT CENTER (entorno Pymes) CALL CENTER CCE CIE CONTACT CENTER (gran escalabilidad) AIC + OA CALL CENTER CM + CCElite + CMS / IQ CONTACT CENTER (escalable) AACC CALL CENTER CM + CCElite + CMS / IQ

Modelo tradicional basado en CTI Repetir la información solicitada Pérdida de ANI en transferencias Enterprise CTI & Routing VDN Vector Skill Agent Cliente Marca 1 800 Pre-routing IVR Troncales y VDN monitorizados para grabacion Desisiones basadas en la disponibilidad del agente Reporting captura estadísitcas, registros WFM adherencia de agente. . 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? 2010 Avaya Inc. All rights reserved.

Nuevo modelo: SIP Contact Anchoring 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”. Customer Service Collaboration Session Customer Multi-Channel Service Web Self-Service Resources Brought to the Customer Chat Customer Context Media Anchoring Recording Expert and Supervisor Assist Agent 4 © 2009 Avaya Inc. All rights reserved. 4 4

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.

Avaya Aura Contact Center | Abierto, Adaptable y Multimedia Automated WEB Recording AACC Agents EMAIL Expert IM Client Scanned Docs / FAX Social Media Business Applications 6

AACC 6.1 Desktop Unificado Llamada Entrante– Aceptada o Forzada Click para contestar Desplegable AUX Skillset Activo Contacto Aceptado Estadísticas de agentes y skilsets

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

Autorespuestas validadas por agentes Avaya Aura Contact Center Email, Fax, Voicemail, White-mail, SMS Autorespuesta basada en Knowledge Base o respuestas sugeridas. Sales@avaya.ie Support@avaya.ie EMAIL Voicemail /Fax/SMS Auto Acknowledge From /To Address Keyword Group1 Marketing Keyword Group 2: Sales, Support Rules, % matching to cater for spelling mistakes Logical Operators Analysis Engine AACC R6 End Customer Customer Service Queue to Agent Queue to Skillset 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 Reply Transfer Autopromoción de Respuestas Las respuestas sugeridas más frecuentes pueden ser promocionadas.

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

Voicemail, fax, documentos escaneados, SMS Servidor de voicemail 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.

Accepted Scanned Document ( SD Skillset) or Fax (FX Skillset) 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

Name, Multiple Phone Numbers Contact Center Outbound 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. Outbound Script Automatically Presented to Agent and Call made either in Progressive or Preview dialling modes Customer Details Name, Multiple Phone Numbers

Incoming Web Contact – Accepted or Forced AACC 6.1 Web Chat Incoming Web Contact – Accepted or Forced Accepted Web Contact

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

Integración con redes sociales 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 Standard Media Inbound Contact Contact Routing Managed Agents & Experts Avaya Social Media Manager Social Networks Web 16 16

Synchronisation / Problem View 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 Select and Drop Menus Contact Centre View Flow / Script Editor Local View Synchronisation / Problem View

Control de las diferentes aplicacions via browser Acceso via web browser a la suite de Avaya Aura Contact Center para supervisores y administradores

Estadísticas en tiempo real para agentes Los agentes disponen de información como: niveles de servicio, contactos en espera, alertas, umbrales superados, etc

Real Time Reporting Dashboard

Historical Reporting 121 standard report templates available Centralized storage of report templates Customized report sharing using report group folders E-mail 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

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

AACC Suite

CCMS & CCMA AACC Core Application - CCMS 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. BENEFIT: More effective matching of contact to right resource, reduced contact handle time and agent labor costs 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

MAS & CCT Avaya Aura SIP Media Services (MAS) FUNCTION: Media services platform for announcements, music and dialogs. BENEFIT: IT centric architecture, advanced application features and broad ecosystem support. Carrier grade reliability and scale AACC Communications Control Toolkit (CCT) 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 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

CCMM Contact Center Multimedia Manager AACC FUNCTION: Single repository DB for IM, Email, Web Chat, FAX, SMS, White, Mail and Outbound Contacts. Contains 4 key components – Email 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

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

AACC 6.2 | Sistemas soportados Avaya Platform Supported 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) 5.2.1 300 Avaya Aura (CM Standalone) 1,000 Avaya Aura (with Session Manager) SM 6.1,CM 6.01, AES 6.1 CS1000 SIP 5.x, 6.x,7.x 1,500 CS1000M AML 5.x, 6.x, 7.x 2,250 CS1000E AML 5.x, 6.x 3,350 7.x 5,000 2010 Avaya Inc. All rights reserved.

AACC 6.X | Escalabilidad Active Concurrent Agents 500 1000 1500 2000 2500 3000 300 1000 2000 3000 AMS CCMA CCMS CCT CCMM CCMS CCMS CCMS CCMA CCMA CCMA CCT CCT CCT CCMM CCMM CCMM 600 AMS AMS AMS CCMA CCMS CCT CCMM 3 servers AMS AMS 4 servers AMS All servers are dual six-core machines. AMS servers are Linux based. 5 servers AMS

Parque de Negocios MAS BLAU. Edificio Muntadas C/ Berguedá 1, esc. A, planta 3 · El Prat de Llobregat 08820 Barcelona Complejo AZCA. Edificio Alfredo Mahou Plaza M. Gómez Moreno 2, Planta 4A 28020 Madrid www.vocalcom.es