Avaya Contact Center Select (ACCS) 7.0 Technical Customer Presentation

Presentación del tema: "Avaya Contact Center Select (ACCS) 7.0 Technical Customer Presentation"— Transcripción de la presentación:

1 Avaya Contact Center Select (ACCS) 7.0 Technical Customer Presentation
April 2106 Product Management, Customer Engagement Solutions

2 AGENDA This training material is designed to provide Avaya and Business Partner Sales Engineering training for ACCS 7.0 General Availability ACCS value proposition and release evolution Key ACCS capabilities: Commissioning and Business Continuity Introducing the ACCS 7.0 Release Complementary solutions Why sell ACCS? How many people have sold ACCS? Installed bas e example Anyone from Wales Who have we got here? Who attended the session on Monday?

3 AACC & ACCS RELEASE PLAN FOR 2015/2016
Current AACC / ACCS SP15 (GA since 17 April 2015) December 2015: AACC/ACCS 7.0 GA (English language) Publish 90days notice of end of new system sales for AACC/ACCS 6.4.2 March 2016: AACC/ACCS 7.0 GA (Language packs) End of new system sales takes effect for AACC/ACCS Expansions remain on sale. Mid 2016: AACC / ACCS final SP(16) at Avaya discretion H2 2016: AACC/ACCS 7.0 Feature pack on roadmap March 2017: AACC/ACCS End of Manufacture Support (Technical Support / Troubleshooting All tiers, Bug Fix New & Existing Avaya Lifecycle Policy MANUFACTURER SUPPORT PERIOD Support Provided Software Support Manufacturer Support includes the following (subject to contract terms and conditions):  Technical Support / Troubleshooting – All tiers  Bug Fix (New) – New corrections to Software defects delivered via Patch, Service Pack or Feature Pack and corrections to Hardware defects as needed, according to the provisions stated above. Customers may be requested to upgrade to the latest available software patch, Service Pack or Feature Pack for the product as part of troubleshooting efforts.  Bug Fix (Existing) – Application of already available bug fixes.  Repair & Return – Replacement or repair of system and / or components per Avaya support agreement.  Eligibility for support coverage – Continues per normal business practices for one year post End of Sale.

4 ACCS Value proposition and release evolution

5 An Industry Unique Offer…
ACCS IS A UNIQUE INDUSTRY OFFER Designed for Small and Mid Market Customers An Industry Unique Offer… Specifically designed for small to mid market customers and partners – partner friendly Tailored to meet small to medium deployment targets Less than 4 hours deployment time Enterprise Contact Center Features at no additional cost Simple to order and quote Designed to scale seamlessly & share resources Architected for Business Continunity, Local and Remote Agents, Business Systems Integrations Competitive Winner ACCS is growing fast and winning business against typical competition in this space Comprehensive set of capabilities not matched by any one single competitor

6 Business Benefits to you....
ACCS Solution Value Proposition Customer and Partner Focussed Solution Business Benefits to you.... Rapid Installation Deployments: Costs for implementation are minimal to begin – leaves room for value-add services and features Immediately get benefits from a multimedia contact center to communicate with their customers Integration: Certain market verticals use specific applications that can be integrated into the contact center Partner Friendly: Call and Data technology is seamlessly integrated in one solution allowing partner to add value-add services which will bring a higher rate of consultancy for adds on like self service, high availability etc Local and Remote distributed Omnichannel agents: Maximize geographical coverage , the majority of mid-sized organizations have 5 office locations

7 IP Office User & Desktop
AVAYA CONTACT CENTER SELECT / IP OFFICE SOLUTION Top 5 Need to Know Facts.. Customers WWW 1 Simple Quotation and Ordering Process Base Package Contains Multmedia Global Localised Offer Three Deployment Options Avaya H/W Appliance Customer supplied server + Virtualised + DVD +OVA Customer supplied server + DVD Ignition Wizard and Templating < 4 Hours Deployment Begin Immediate Training of Users Blended Voice and Multimedia Single Managment Interface Single Reporting Interface Single Desktop Business Systems Integration Data Direct Routing & CRM and Outbound Web Services .NET CTI for custom applications Web SMS Fax Outbound 2 PSTN 3 SIP CTI Users IP Office ACCS 4 5 IP Office User & Desktop ACCS Agent

8 THE EVOLUTION OF ACCS RELEASES
Taking Enterprise Capabilities to Mid Market Customers ACCS 6.4 delivered simplified installallation & operation capabilities with enterprise grade Contact Center features and capabilities. ACCS continued the theme of simplification plus addition of more enterprise features and capabilities: Business Continunity Self Service – Avaya Experience Portal Avaya CS AML  IP Office and ACCS migrations ACCS 7 adds more features and rounds out the solution: Simplifications to Business Continunity Additional reports and customization capability Advanced Call Recording and WFO suite Add support for IPO 10.0 with 400 agent/80 supervisor capacity at its GA

9 ACCS 7 Core functionality
what you need to know

10 Avaya Contact Center Select 7.0 Summary
New Feature DESKTOP BRANDING ALIGNMENT CUSTOMER EXPERIENCE SOLUTION Target Market INFRASTRUCTURE MODERNISATION Partners and Customers SOLUTION SIMPLIFICATION Greenfield Existing SCALEABILITY Major Release Offer Voice and Multimedia Contact Center scaling from (on IPO 9.1) and (on IPO 10) Active Agents Integration to Business systems – Screen Pop, CRM, IPO CR, IVR Enterprise grade SIP CC for mid- market All “Greenfield” features plus – migration to latest hardware and software platforms – OS, Web Servers, Reporting Tools Simplify existing deployments – HA, Reduced maintenance window times, troubleshooting Option to move to AACC 7.0 on Aura or ACCS 7.0 on IP Office SECURITY MIGRATIONS FLEXIBLE AGENT WORKING VIRTUALISATION DESKTOP BRANDING ALIGNMENT Avaya Contact Center Select 7.0 Omnichannel contact center solution – one view of customer across all contact channels – voice, , web, SMS, Fax Contact Center Staff focused solution – does not require IT expertise for day to day running of the contact center Benefits Customer Engagement Platform for the Future 10

11 ACCS 7.0 – Key enhancements
Platform refresh to Microsoft Windows 2012 os Agent Desktop GUI refresh Support IP Office 10.0 with capacity increased to 400 agent/80 supervisor at its GA New Hardware appliance (Common Server Platform R3 adoption) Simplified admin for Business continuity Browser-based Agent Controls Application for phone-only voice agents Additional reporting options Outbound Web Services Security & Serviceability Enhancements

12 Avaya Software Appliance
ACCS 7 FLEXIBLE DEPOYMENT OPTIONS Suitable for all Customer Verticals Avaya Hardware Appliance (Turnkey Server) Avaya Software Appliance Avaya DVD Avaya Supplied CSR3 (Dell R630) Engineered Server supporting full ACCS 7 capacity Peloaded with all ACCS 7 including OS and OS licenses Ignition Ready Deployment time approx 30 minutes Avaya supplied ACCS DVD Web LM OVA Avaya Media Server OVA Deployed in customers VMWARE solution Deployment time approx 90 minutes Avaya Supplied DVD Customer supplied H/W and OS and OS licenses Optional two step comission process Comission in Partner Lab with completion at customer site Full Install at Customer Site Deployment time < 4 hours Refer to the Avaya Contact Center Select Solution Description document for the platform vendor independent (PVI) specifications for DVD and virtualized deployments.

13 ACCS DATA PROVISIONING (TEMPLATING)
Performed at ACCS Ignition Time ACCS Sample User Provisioning Supervisor Users Agent Users 2 x Supervisors, 10 x Agents Permissions and Capabilities pre-set Modifiable post Ignition Wizard ACCS Sample Data Provisioning Sample Voice and Multimedia Skills Sample Activity/Not Ready/ACW Codes Sample Agent/Supervisor & Agent/Skill assignments Use of VARIABLES throughout i.e. Open/Close Hours/Announcments ACCS User Sync to IP Office Automatic Synchronisation and Creation of Supervisor & Agent user accounts on IP Office Synchronised Agent Extensions & User Profiles Manual Sync available First Call and Now ACCS Customisation Ability to fully customise ACCS with bulk data upload using CT application Ability to add Web Comms, Outbound, SMS, Fax and additional Add additional users and agents through bulk upload Create custom reports...

14 ACCS USER SYNCHRONIZATION SERVICE OVERVIEW
Single Point of Administration for ACCS Users ACCS Admin Add Agent Modify Agent Property Save Details Trigger to IP Office Sync Service IP Office Sync ACCS User Config IP Office SIP & CTI Sync ACCS SIP & CTI Sync Manager Admin Portal Benefits: Single point of admin for agent user accounts Single admin touch point Minimises configuration errors Sync Status Visible plus Text ACCS Synchronization Service is Unique to ACCS – no other competitor product or Avaya CC contains this capability with IP Office

15 IP OFFICE AND ACCS SOLUTION DASHBOARDS
Quickly Diagnose Issues and Problems IP Office ACCS Web Manager Dashboard IP Office Administrators can login to Web Manager and quickly check if ACCS is availble and connected to IP Office IP Office Administrators can see full ACCS system status and connectivity using ACCS Dashboard

16 ACCS OPERATIONAL STATUS DASHBOARD
Quickly Diagnose Issues and Problems Capabilities Allows administrator to see status of the Contact Center Application Green:Ok Yellow:Warning Connectivity ( IP Office) Software: Service Packs and Lineup plus Ignition Wizard status – have i latest s/w? ACCS Application Health: Services up/down Debug: Links to all on-board troubleshooting tools for immediate launch

17 IF YOU CANNOT MEASURE IT, YOU CANNOT MANAGE IT
On Board Management, Realtime & Historical Reporting Applications Capture comprehensive contact information to understand and trouble- shoot operations Use holistic report statistics for making business decisions Combine information from various sources easily Publish management or client contact center reports easily - even on the Web Adapt business rules easily and quickly Comprehensive management tools – both real-time and historical – help you keep track of your performance to respond immediately to improve service and help you run your contact center more effectively than ever. Using either a Microsoft Windows interface or a Microsoft Internet Explorer browser, managers and supervisors can accurately track contact center performance and the level of support provided by individuals and groups of agents. For example, the system’s real-time tools make it easy to adjust staffing levels in peak periods. ACCS delivers up-to-the-second information to agent and supervisor PCs, as well as to wallboards and other applications. Real-time data can be presented in the best format, graphical, tabular or a combination, to help your managers react immediately to changing circumstances, adjust skillsets and staffing levels, or reroute calls to deploy other networked resources - all to maintain the highest levels of customer service. Your business has the choice to access this complete set of management tools using either desktop clients or a Web browser. Equally important are ACCS comprehensive historical reports, which allow managers to analyze trends and performance levels over varying periods of time so your business can keep pace. The system offers an extensive range of standard report formats - more than that managers require You can, for example, obtain complete data on a single call, ( call by call reporting) fully documenting the customer’s experience in one interaction. Or you can get current data on the performance of your contact center as a whole, gaining the intelligence you need to make crucial business decisions.  You can also create custom management reports – using standard SQL (Structured Query Language) report writers such as Crystal Reports or Excel – to assess agent performance, changing traffic patterns and the utilization of specified contact center resources. The intelligence these reports provide helps you control operating costs, generate additional revenues and, most important, enhance service to callers. Using industry-standard report writers and open database connectivity, your valuable contact center information can be merged with other corporate data for a complete view of customer relationships. Custom reports can be published in any form, including via the Web for easy access. We also offer a contact center solution targeted to those companies who want to take advantage of skill-based routing but would like a more simplified management interface.

18 ACCS LYNC 2013 INTEGRATION Agent Logged into Lync 2013 from AAD
Once Logged in, the agent can view the presence status of other agents and users configured in ACCS. Right click to send IM or Call ( using IP Office Telephone) .

19 AVAYA WINDOWS COMMUNICATOR (ACW) SUPPORT FOR ACCS AGENTS
ACCS 7/ with IP Office 9.1 supports agents use of the ACW soft client as their telephony device ACCS agents use the agent desktop (AAD) in conjunction with the ACW softphone Suitable for mobile agents using laptops and remote worker agents Replaces IP Office Communicator Softphone for Greenfield IP Office installations IP Office ACW runs in dual mode where a user can be logged in on their Physical phone and also on the softphone ACW Dual Mode is not supported for ACCS agents ACCS detects and blocks the ACCS login until the agent logs off their physical phone CTI Control

20 Avaya use only for ACCS / IP Office UserSync Capability
ACCS OPEN INTERFACES SUPPORT Open Interfaces ACCS 7 ACCS 6.4 FP2 Real Time Statistics Multicast(RSM) used for onboard & 3rd party wallboards and customer displays Supported Real Time Data Interface(RTD) used for 3rd parrtwallboards and WFO Data Directed Routing used for CRM, ERP & Customer Web Services integration (HDX and DIW) ODBC and JDBC access to ACCS Database – Read Only used for Data Mining and Data Mart Multimedia Advanced Services - integration to external applications for credit card masking, translation services on incoming User Administration Open Interfaces – used to query/add/update CC users supervisor and agent acounts inside of ACCS Avaya use only for ACCS / IP Office UserSync Capability Avaya use only for ACCS / IP Office UserSync Capability Call Back Request (CBR) – Onboard customer basic call back capability using ACCS workflows Salesforce CRM Integration Agent Desktop Client Side – screen pop of customer details based on CLID, ANI or collected digits inside of Agent Desktop ACCS 6.4 FP2 Server Side – ability to query Salesforce for Data Directed Routing parameters using DIW and HDX CCT .NET Interfaces – used to build custom desktops and CTI clients Outbound web services Not supported

21 ACCS & IP OFFICE COMBINED RESILIENCY SOLUTION
Best of Both Worlds Database Replication ACCS Primary ACCS Secondary SIP & CTI Sync Transition SIP & CTI Sync IP Office SE Primary SIP & CTI Sync SIP & CTI IP Office SE Primary ACCS 7/ 6.4 FP2 Business Continunity ACCS Primary can failover to ACCS Secondary with ACCS Secondary automatically connecting to IP Office Primary ACCS Secondary can work with either IP Office Primary or IP Office Secondary in failover scenario’s IP Office Resilience IP Office Primary can failover to IP Office Secondary with ACCS Primary automatically connecting to restore contact center service IP Office Secondary can work with either ACCS Primary or Secondary in failover scenarios

22 Protecting investment in administration, scripting and reporting data
NES MIGRATION SUPPORT TO AACC OR ACCS Preserving Customer Investments Migration is supported from NES / AACC CS1000 (AML) to: AACC and AACC 7 (at GA) with Avaya Aura Unified Communications ACCS and ACCS 7 (at GA) with IP Office Reporting & Configuration data migration supported for NES CC6, CC7.0, CC7.1, AACC 6.x AML – Avaya provides built-in migration features ASIPP commercial offer for migration of any NES release AACC Aura Avaya CS 1000 (AML) AACC AML Or NES CS1000 SIP & Symposium releases are not supported migration sources ACCS Protecting investment in administration, scripting and reporting data

23 ACCS SUPPORTS AVAYA 11XX & 12XX SIP PHONES
Investment Protection for Migrating Customers CTI Control CTI Control IP Phone 1140E Model NTYS05 running IP Office 9.1 SIP firmware IP Phone 1230 Model NTYS20 running IP Office 9.1 SIP firmware CTI Control enabled for Make Contact Center Call, Answer Contact Center Call, Transfer Contact Center Call, Conference Contact Center Call, Hold, Un-hold Allows migrating customers to preserve investment in their infrastructure

24 MIGRATING THE ENTIRE SOLUTION
What else can be migrated? Not all components of the stack can be directly Migrated: Alternative Solutions availble for these Pre Migration Post Migration Avaya Call Pilot Utilise on board ACCS AMS Media Services Avaya Media Processing Server(MPS) Add Avaya Experience Portal (AAEP) Remote Agent Observe (RAO) Utilise IP Office Remote Observe CS1000 Agent Greeting ACCS Roadmap - Utilise on board ACCS AMS Agent Greeting CS1000 MIRAN

25 ACCS 7.0 SUPPORTED OS AND CLIENTS
ACCS 7.0 Server Meet ACCS 7 PVI specifications in ACCS 7 Solutions Guide Microsoft Windows 2012 Server R2 Standard and Datacenter ACCS 7.0 Client Microsoft Windows 7 SP1, 8.1,10 Microsoft Internet Explorer 10,11 ACCS 7.0 Virtualisation VMware vSphere Hypervisor (ESXi) (Version 5.0/5.1/5.5) Citrix XenApp 7.6

26 ACCS 7 OS LANGUAGE SUPPORT
Avaya Contact Center Select 7 is supported on the following international OS versions: English French (FR) German (DE) Italian (IT) LA Spanish (ES) Brazilian Portuguese (PT-BR) Russian (RU) Simplified Chinese (Zh-CN) Japanese (JA) Korean (KO) Refer to the Avaya Contact Center Select Release Notes and Documentation for information on the deployment of international OS versions and localization.

27 Modern Agent Interface
Adopting latest Corporate branding Not ready for Work Incoming New Contact

28 ACCS 7 AGENT DESKTOP LANGUAGE SUPPORT
 Avaya Contact Center Select 7 Agent Desktop is localized in the following languages. The localization language packs will be made available for ACCS 7.0 in February 2016 via PLDS. English French German Italian LA Spanish Brazilian Portuguese Russian Simplified Chinese Korean Japanese Refer to the Avaya Contact Center Select Release Notes and Documentation for information on the deployment of international OS versions and localization.

29 Simplified business continuity
Simplified deployment and administration. ACSC 7.0 removal of ADAM means: Solution Simplification – single integrated DB framework with enhanced speed and performance Simplified ACCS Business Continuity deployments Common HA solution for all ACCS 7.0 software components CCMS/CCT/CCMM/CCMA Reduced Maintenance Window Remove ACCS 6.x CCMA backup/restore procedures Data now more securely stored in the integrated DB Scheduled Assignments maintained in ACCS DB – part of system backup/restore Access DB User Accounts Complexity CCMA Data stored in 3 separate locations on ACCS 6.X servers Seperately managed, difficullt to secure ACCS 6.X Server Flat Files ADAM to Cache Prior to the AACC/ACCS 7.0 release, AD-LDS is used through the application to provide a directory storage system for the administrator and supervisor user data plus all of the properties of those users in terms of contact center functionality. In addition to AD-LDS, there are multiple Microsoft Access databases being used to hold other contact center information and finally some configuration files are stored on the file system including the platform registry. Maintaining data in three different systems is costly in terms of solution complexity, security and data integrity. This is further compounded in high availability deployments. Benefits of migrating all data to a single Caché DB Removal of the 3 different storage systems (2 DBs plus file system) to store important contact center information has huge benefits for the AACC/ACCS 7.0 application: Simplifies the overall solution as all components use a common database – Caché 2015. Simplifies High Availability/Mission Critical/Business Continuity deployments as there are specialised procedures for AD-LDS replication and switchover which are no longer required. Existing database replication now contains all data and there is no requirement for extra CCMA backup and restore procedures. AD-LDS (e.g. Filters, partitions, report groups, servers), Access DB (e.g. scheduled assignments, Audit trail, L10N strings) & flat file (e.g. Registry, HR, Exported Rpts) data will all move to Cache. Entire solution now supports common backup & restore tools. Data no longer stored in dispersed systems making it vulnerable to security risks ACCS DB Simplicity ALL CCMA Data now stored in ACCS Database framework ACCS 7.0 Server CCMA DATA

30 ACCS 7.0 AMS Business Continuity Virtualisation
ACCS 7.0 Business Continuity Virtualised Model in VMware including AAMS ACCS 7.0 Virtual Server 1 Virtual Server 2 Physical Server 1 AMS 7.7 Virtual Server 3 WebLM 7.0 ACCS 7.0 Virtual Server 1 Virtual Server 2 Physical Server 2 AMS 7.7 Virtual Server 3 WebLM 7.0 AAMS 7.7 HA in a virtualised enviornment ACCS 7.0 shall support the deployment of a virtualised AAMS 7.7 platform on VMware Vmware KPI Monitoring Utility System Performance Logging is introduced in ACCS 7.0. This new capability will allow a support engineer to see the current and historical system performance. When operating in a VMware environment key performance indicators (KPIs) related to virtualization (such as %RDY, %CSTP and PCPU) are continuously monitored and logged to the Cache database. SNMP events are generated if the indicators exceed control limits. An event would be generated for example if VMware guest running ACCS was operating outside of Avaya specification. A new utility is provided to allow a user to export performance data to a CSV file for analysis. ACCS 7.0 Enhancements AMS 7.7 Physical or Virtualised in Business Continuity configuration New VMWare KPI Monitoring Utility Virtualised applications, Citrix XenApp 7.6

31 Flexible Agent Working – Login from Browser
Solution: ACCS 7.0 Browser Based Voice Agent Supervisor and Agent functionality: Login/Logout/Ready/Not Ready/ACW/Activity Code/NotReady Code Supported browsers: IE, Firefox, Chrome and Safari. Supported Operating systems: Windows, Android, iOS Current version requires Physical Phone – Mobile & Softphones not supported Capabilities: Challenges: Allow contact center login without fully functional desktop Migrating CS 1000 customers parity with Phone-only login Requires Avaya desk-phone or remote Avaya VPN phone Disaster Recovery. No PC but still want to answer voice calls – how do they do this? Benefits: Provides basic access and status control functionality for voice only ACCS agents without having a full AAAD installed (which requires a Windows PC and takes up desktop real estate). © Avaya Inc. All rights reserved. 31

32 Enterprise grade reporting for
ACCS Reporting ACCS reporting is based on Microsoft SSRS 11 additional templates bringing the total standard reports for ACCS to 60. New report creation wizard to customize reports Enterprise grade reporting for mid-market

33 Application and Skillset (5)
ACCS 7.0 NEW HISTORICAL REPORT TEMPLATES 11 Additional Templates bringing a total of 60 to ACCS 7.0 Agent Performance Calls Answered, Bottom 5 Agent Performance Calls Answered, Top 5 Agent DN Performance Calls Answered, Bottom 5 Agent DN Performance Calls Answered, Top 5 Agent Average Calls Per Hour, Bottom 5 Agent Average Calls Per Hour, Top 5 Agent Performance (6) Application By Skillset Skillset By Application Activity Code By Application Crosstab - Application Performance Skillset Timeline By Contact Type Application and Skillset (5)

34 ACCS 6.X HISTORICAL REPORTING
60 Reports grouped into easy to use Functional Topics Agent Performance (22) Performance of agents across skillset types and time intervals Multimedia Reports (6) Information on multimedia channels Outbound Reports (5) Information on outbound campaigns Agent Performance – Performance of Agents including Performance within a Skillset and Application The Contact Summary report – Summary of each contact routed through the contact center and Agent DN calls. Includes contacts that are Abandoned before reaching an Agent. Call-By-Call report – Detailed data of the individual events that occurred for a contact. Others – Reports related to the resources involved in the routing of contacts (i.e. Skillsets, Applications, CDNs, DNIS, etc) Private Templates – These custom templates can be shared in an optional Report Group making them available to all. Contact Summary Reports (7) Detailed information across agents and skills Call-By-Call Reports (1) Extremely detailed historical report Configuration Reports (4) Configuration settings of ACCS Other Reports (15) Wide range of templates including application abandon delay times, skillset timelines

35 ACCS 7.0 OUTBOUND WEB SERVICES
CRM Systtems 3rd Party Applications Web Services - SOAP ACCS Active Outbound Campaigns Campaign 1.. Campaign 2... HTTP HTTPS ACCS 7.0 introduces support for Outbound Campaign Web Services Allows 3rd party applications and CRM systems to access outbound campaign information on Active Campaigns – Campaigns must be running in Active state Get Campaign Status, Get Contact Status, Find Contact, Add Contact, Close Contact, Refresh Campaign List Does not support Open New Campaign or Close Campaign SDK reference application with application note published on Avaya Developer Connect for ACCS 7.0 at GA time

36 WHAT ACCS 7.0 DELIVERS FOR CUSTOMER CARE
IP Office Resilience Support ACCS Business Continuity Campus ACCS Business Continuity Geo Simplify Business Continuity ASR & TTS CRM Integration Advanced Speech Apps Resilience Voice/Multimedia blending Dynamic Agents Skills Inbound/Outbound Outbound web services 60 Standard Historical Reports Customisable Graphical Wallboards Browser based Administration Remote Agent State control Report Creation Wizard Route Voic s to Agents Bulk or Individual call recording Advanced recording and WFO Resilience & Business Continuity AAEP Self Service Routing and Skills Management & Reporting Voic & Recording Customer

37 Eight reasons to sell, upgrade/migrate to ACCS on IPO
1 5 Modern Omnichannel SIP CC architecture Leverage Presence 6 2 Simplified CC and IVR Integration Delivers omnichannel admin, reporting, workflow & desktop in a unified application suite 7 3 Advanced speech capabilities such as Voice Biometrics and Natural Language Call Steering via Experience Portal Add Advanced Call Recording and WFO Add Remote Agents Seamlessly 8 4 Enterprise grade MidMarket CC Stack at a competitive Price Simplified Management of Prompts

38 Compatible Complementary Solutions

39 FRONT END VMPRO VOICE MENUS
Combining Best of Both Platforms VMPro Voice Form For Call Back ACCS Customer ACCS ACCS CC Agent Phone IP Office User Account Workstation for Agent Application Callback Voice Form or Voice Mail Msg routed to MM Agent in ACCS

40 SELF SERVICE OPTIONS SUPPORTED WITH ACCS
IP Office VMPro Voice Menus and Prompts Auto Attendant Voice Menu’s and DTMF inputs ACCS integrated board Media Server (AMS) Announcements, Play Prompt , Collect Digits, Music DTMF Based, No ASR or TTS CRM Self Service Integrations not supported Add Avaya Aura Experience Portal (AAEP) Delivers all of the above plus ASR and TTS plus CRM Integrations Full Self Service ACCS IP Office With VMPRO AAEP Voice The Consumer

41 AAEP Deployment Options with ACCS
IP Office 9.1 & AAEP & ACCS ACCS with IP Office 9.1 “Front End” AAEP Carrier Agent SBC Customer IP Office SE Server G/W AAEP Solution ACCS ACCS with IP Office 9.1 “Back-End” AAEP Carrier Agent SBC Customer IP Office SE Server G/W AAEP Solution ACCS

42 Improve the Customer Experience with Every Interaction
Avaya Workforce Optimization Select A Simple, Powerful and Affordable Workforce Optimization Solution Improve the Customer Experience with Every Interaction Omnichannel Recording Live Monitoring Quality Management and Performance Management Agent Coaching and E-Learning Desktop Trigger Post Call Survey Speech Analytics Mobile WFM Reinforce the value proposition….. Key items to emphasize AWFOS is: Simple to deploy, maintain, support and use Powerful – AWFOS delivers enterprise WFO capabilities such as call recording, agent desktop screen capture, live monitoring, quality management, integrated coaching and e-learning, desktop trigger and workforce management The solution is highly affordable and has an aggressive pricing model

43 Avaya Workforce Optimization Select Product Modules
Feature/Functionality Description Contact Recording Call Recording Screen Recording Screen Capture Live Monitoring Real-Time Web-based Silent Monitoring Quality Management Agent Quality Evaluations Quality Management Performance Management Performance Management Scorecards and Dashboards Coach Group or Agent Training Programs Learn Learning Course Management with Quizzes Desktop Trigger Agent Activity Monitoring, Trigger-based API Actions etc. Workforce Management Forecast and Optimize Staffing Post Call Survey (available CY18/19) Post Call VXML IVR-based Survey Voice Analytics (available CY18/19) Phonetic-based Speech Analytics Mobile Application (available CY18/19) Monitor Live Calls, Operations and view Reports using your Mobile Device A full-featured workforce optimization suite The modular, easy-to-implement-and-use Avaya Workforce Optimization Select offers enterprise workforce optimization applications at prices that do not break budgets, robust recording, quality management, call monitoring, coaching, eLearning and full reporting capabilities. Post Call Survey, Speech Analytics and a cool Mobile Application will become available in CY2018/19.

44 ADDITIONAL RESOURCES FOR ACCS
Product Manager: Martin Walker ACCS Sales Portal Key documents include Offer Definition, Channel Partner Business Proposition  ACCS Support Portal ACCS DevConnect Portal

45