IP Office Contact Center. Technical Feature Overview and Uses Cases

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1 IP Office Contact Center Technical Feature Overview and Uses Cases

2 Objective of SE/Partner IPOCC Demo Package Empower the SE and Partner Community to: Articulate briefly IP Office Contact Center advantage Build out a IP Office Contact Center Server with initial configuration Customize initial configuration with demo specific task flows, IVR scripts Present impactful demo of IP Office Contact Center main functional areas Agent Experience Supervisor Experience Administrator Activities including basic knowledge flexibility to customize all aspect of the system

3 Avaya IP Office Contact Center

4 Avaya Midmarket Collaboration Solution Simple, Powerful & Affordable Contact Center Collaboration Security Networking

5 Avaya Contact Center Solutions for IP Office Suite-based enterprise features (HA, session mgmt.) Avaya Contact Center offers based on Avaya Aura Primary Competitors: Avaya Aura Contact Center Genesys Suite for Midsize Enterprise (AACC-M) Avaya Aura Call Center Elite Cisco for Midsize Enterprise (Elite-M) Interactive Intelligence Altitude Integrated advanced applications Multi-channel Voice Avaya IP Office Contact Altitude Aspect Center Primary GA Feb Presence Shoretel 28 Competitors: ShoreTel Voxtron (BT) Altitude Presence Competitors: Avaya Contact Center Select Primary Cisco Competitors: UCC-X GA June 24 Genesys Interactive Express Intelligence Cisco CIC UCCx Huawei Genesys Express Huawei Contact Center Solutions for IP Office Shoretel Etc

6 What Are We Launching? Avaya Contact Center Solutions for IP Office Multichannel Innovation Built for Small and Midsize Business. Customers and prospects Inbound Small and midsize Business Build Satisfaction & Loyalty Outbound Build Lifetime Value One Interaction at a Time

7 IP Office Contact Center Powerful features Real time & historical reports /web/voice transactions Powerful, customizable agent desktop click to call, multichannel view etc Call recording for every Agent and Supervisor Improves agent performance, eliminate conflicts Built in IVR promotes self service Reduce agent handle time Supported in US, Canada, UK, Australia, New Zealand, India (English only)

8 IP Office Contact Center Configuration Options Sold as software ISO or OVA Agent Capacity Add to IP Office IP Office Contact Center Server IP Office Server Edition Up to 100 agents at up to 32 nodes supported by the primary server IP Office 500v2 Up to 30 agents at a single site (no multisite contact center support over SCN) PROVISION Additional Hard Drive on SE Server Contact Recorder ADD Partner-Supplied Application Server 2 x hard drives VMPro Contact Recorder Partner-Supplied Server Windows 2008R2 or 2012 R2 Server Minimum hardware requirement Intel Xeon E3 Quadcore 3.1 GHz 8GB DDR3 ECC 1 x Seagate ST500DM GB formatted capacity, 7200 RPM, 16MB cache, SATA interface, RAID1 RAID controller (Intel C202) onboard 1 x 1GB NIC Sample servers Dell D210/220 Fijitsu PrimergyTX1000S3p

9 IP Office Contact Center Terminology Task - Represents a customer telephony call, or chat Topic - Media independent route point, essentially a virtual device that can receive multiple, simultaneous calls for redirection via a Task Flow. Tasks are queued at the Topic level first. Task Flow (Call Flow) A progression of steps to determine the routing of a task coming into the Contact Center. This script contains a beginning, logical steps based on system and call specific elements and a destination. This is presented graphically in the contact center system. Agent Group / AG Provides destination point for tasks in which agents can log into to receive the tasks. The system accepts the task as a Topic which follows the task flow ultimately sending the task to a free agent in the agent group. Team - A list of agents configured in a team, used for reporting Wrap Up Equivalent to After Call Work, it is the time an agent uses to complete work between calls Text Block - Homogenized responses for increase productivity. Once created, Text Blocks can be used in templates or assigned to Topics and be offered to agents when editing a message belonging to that Topic

10 System Configuration & Setup 1. Step Collect the customer data in an Excel template 2. Step Install software 3. Step Import the customer data and test standard features Custom Setup Make customer specific configuration Core System: Windows MSI setup unattended or VM- Ware template Excel Clients: Windows MSI setup unattended Clean System IP Office Contact Center Depends on About 1 h for 20 Agents Depends on the customer requirements The system configuration will be defined in a special prepared Excel file according to the customer requirements The software will be installed with Windows standard setups (MSI) routines bundled in setup wizard. The collected system requirements will be imported. The system is operable and can be tested with standard call/task flows and standard announcements. According to the business process of the customer the call/task flows will be implemented via the Phoenix drag & drop task flow editor and the IVR editor

11 Step 3 - Easy Tools to Deploy Initial System Based on Customer Needs Customer Data input spreadsheet Task Flow Layouts

12 Agent Desktop Features and Functions

13 Agent Applications Home Landing page after login. Contents is configurable with a subset of real time statistic elements Telephony - Application where Agents process calls and view customer information. Can preform actions like pickup calls from other Groups and topics; review and call back abandoned calls - Application where Agents process s Chat - Application where Agents process chats

14 Agent Screen Customized View Customize to Team or Agent Group standards Add real time information relevant to Task Flows and Skills Personalize the Agent User Interface

15 Agent User Interface Minimized view Minimizes as a fully functional side bar allowing for other PC work to continue Expand, contract or maximize to larger User Interface as needed Agent Status per Task Task type Audio, , Chat Sidebar View Expanded View Full Call Control

16 Agent User Interface Telephony View Full agent control: Sign in/out Agent Groups View history View Customer Details Customizable to define size and information visible Access to available Tasks and Media functions Organize views in tabs and make use of hyperlinks Integrated Internet Explorer option for Call Data driven searches and/or access to web ticketing

17 Processing Answer, create, postpone and forward Integrated address book Text blocks definable to assure high quality answers and speed Channel prioritization and definable workload per Agent

18 Agent User Interface Chat View Integrated Chat Answer, create, postpone and forward Auto respond with Pre-Defined Text messages to assure high quality answers and speed Integrated address book and customer database Channel prioritization and definable workload per Agent

19 Agent Desktop Live Demo 2013 Avaya Inc. All rights reserved. 19

20 Supervisor Desktop Features and Functions

21 Supervisor Applications Real Time Information View, manage & configure real-time Contact Center statistics Reporting - Manage, configure & view historical, counter based Contact Center statistics Agent Status Report - Configure & view statistical information about agent activities that are not concerning call or handling. Contact Details Report - Configure and view statistical information about single contacts (calls or s).

22 Supervisor User Interface Supervisor can remotely log on/off and sign on/off agents from Agent group (remote functions) Supervisor silent monitoring Fully customizable, Feature rich interface Coaching functionalities Reports comparable with integrated reports like CMS Pickup and delegate calls

23 Real Time Information Overview of contact center status Individual monitoring screen with integrated telephony function Information available for agents, team leaders and supervisors Waiting queue of all tasks including & Chat Service level information

24 Real Time Data Agent state per Agent Group/Team - Integrated Telephony functions - Remote login/logoff, sign on/sign off Waiting queue of all channels including s and Chats - Lists of waiting calls/ s - Service level - Thresholds

25 Statistics Counter based reports Configurable parameters per report Timescale Duration Counter type (agent, topic, media) Report type (manual, automatic) Individual reports Predefined Reports Call based reporting Contact evaluation Customer history Agent history

26 Historical Reporting Statistics Counters available for topics, agents, AG, team, Export to Excel (optional automatic use of customer defined macro) csv, pdf, rtf Send Reports via Output with defined resolution (minutes, hours, days, weeks ) Defining of period (start stop, day of week) Scheduled (automatic) or cyclical statistics

27 Agent Status and Contact Details Agent Status Report: Non-Task related events Contact and Customer Details Report

28 Supervisor Interface Live Demo 2013 Avaya Inc. All rights reserved. 28

29 System Call Handling Operational Overview

30 IP Office Contact Center Inbound Call Handling Overview (Topics and Call Flows) 1. Call is received via IPO and forwarded to IPOCC via SIP extension. 2. Incoming customer calls/tasks trigger a Topic by using the Topic designation (e.g. Sales = extension 7000, or chat to IP Office Shortcode (e.g. 70XX) redirects the call to the IP Office Contact Center and Chat use internal SMTP and Chat client services 3. Each Topic is linked to a Call or Task Flow Task Flows determines the routing of the call or task Task Flows have a start, routing logic and a destination Destinations are Agent groups, External Destinations, IVR, other topics, etc.

31 Topic; Agent Group; Agent Configuration Demo 2013 Avaya Inc. All rights reserved. 31

32 Administrator Screens Features and Functions

33 Administrator Applications Configuration - Configure main Contact Center elements Dialer - Configure outbound dialer jobs & campaigns UI Configuration - Configure & assign Contact & Menu Bars, Home & Telephony features - Configure (UMR) core components Task Flow Editor - Configure Contact Center routing rules Text Blocks - Configure blocks of text used for auto reply templates IVR Editor - Configure IVR scripts, Announcements & user response Address Book - Configure address book access and availability to

34 Administration Landing Screen Aggregated contact center services and elements (per tab) Configured system connections and system services Define Agent, Agent Groups, Teams and Topic views Set country and manage customer data base Define and manage announcements

35 IP Office Contact Center Topic Configuration Topic are associated tasks by Extensions for telephony i.e addresses for Tasks Instant Message IDs for Chat Topic are used to present tasks to a call flow associated with the topic Unlimited Topics can be defined Set Skill levels needed for topic Set routing order and availability Change picture

36 IP Office Contact Center Agent Group Configuration Thousands of agent groups can be defined (5-10 are commonly used) Each agent can be member of up to 120 agent groups (per media type) Each Agent has its own level or priority assigned to the agent group (1-60) Distribution rules for an agent group: - priority - in the same priority level: longest idle time Agent Groups are the destination for topics after call routing logic is complete, tasks are queued and presented to agent when available.

37 IP Office Contact Center Agent Configuration Any number of agents can be defined, but only the licensed number can be active Assign Agents to Agent Groups and teams Set agent multi-channel access Set agent skill level Each agent can be member of up to 120 agent groups (per media type) Set priority level for assigned groups Define privileges and authorize access to system elements such as topics

38 Task Flow Editor Task Flow Menu Identify Source! Define Condition! Choose Destination

39 Task Flow Editor Example Structure Change picture to call flow from training session/demo setup

40 IP Office Contact Center Interactive Voice Response (IVR) Overview Self Service Component (IVR) with a graphical script editor built in Touch tone (DTMF) capabilities by default. Text-to-Speech available from Microsoft or can use Nuance with additional cost (Speech Recognition can be done via Nuance) Access to standard ODBC enabled data bases Option to play plain announcements only (non interactive, no touch tone)

41 IVR Editor Graphical tool for built in Self Service Component (IVR) Announcements (.wav) PCM-coded DTMF recognition (also: fax recognition) Voice messages record (silence detection) , delete Routing Access to ODBC enabled databases Drag Drop elements to build highly productive and sophisticated IVR interaction using recorded or Text to Speech Announcements, data base queries, system or call specific events and much more

42 System Configuration Live Demo 2013 Avaya Inc. All rights reserved. 42

43 IP Office Contact Center Solutions Sales Track Log in using SSO credentials Pre-requisite: IP Office SME sales credential. Earned by completing on line assessment 2S00010A. IP Office Contact Center Course: 2M00100O Selling Avaya Contact Center Solutions for IP Office Duration: 1 Hour Online Tests (to earn APSS IP Office CC Sales Credential) 2M00001A Selling Avaya Contact Center

44 Contact Us

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