How To Use An Avaya Aura Call Center Desktop For Multi-Channel Communication

Transcription

1 Jacada Multi-channel Agent Desktop For: Avaya Aura Call Center Elite Multichannel November, 2014 Avaya and Avaya Aura are registered trademarks of Avaya, Inc.

2 Avaya Aura Call Center Elite Multichannel Market leading multi-channel infrastructure Easily adds multi customers and channel to existing investments Full stack solution: Infrastructure, reporting, and desktop

3 Simplifying Unification For many customers, true channel unification remains challenging because of the mixed vendor solutions (chat, , voice, etc.) Its too disruptive to move now

4 So Avaya has a desktop, Why Jacada? Jacada specializes in transforming desktop processes: We minimize the bump in moving off an existing chat/ provider. The current desktop is fat client technology which may require signifcant desktop resources and cost to deploy/manage The agent experience may be greatly improved, driving more efficiency and accuracy into media handling.

5 Jacada Multi-channel Agent Desktop A quick to install replacement desktop Brings a high usable, thin client multichannel agent capabilities

6 Benefits of the Jacada multichannel desktop Handle multi customers with multiple contexts, agents are always one click from the next action/answer with each customer Thin client solution easier to manage and lower TCO. Especially for outsourced businesses and work from home agents. Roles and privileges based information access helps in sensitive data environments and increases supervisor/organizational control and oversight of agents (better schedule adherence and productivity) An easy installation process - less than an hour to install a lab. Add on capabilities such as Agent Scripting and Call Disposition

7 Features

8 Multi Context Multiple work items open in parallel Different Layouts for each work & context type Each Context type can have multiple tabs with different applications and layouts E.g., Billing call pops the billing app, Tech support pops ticketing, etc. Agent can switch between open items while placing other items on hold automatically Automatic reporting/auditing for time spent on each task

9 Receiving Calls Incoming call notifications Multi Context Voice layout Scripting portlet Disposition & Notes Customer Info Customer Conversation History

10 Call Transfer Configurable by call type and role Handshake / Warm / Cold Direct Dial List

11 Conference a Call Configurable by call type and role 3-person conference calling Select from Dial List

12 Receiving s Incoming notifications Multi Context layout editor with templates Disposition & Notes Customer Info Customer Conversation History

13 Reply to s Reply Reply All Use Templates Forward Adding Attachments

14 Receiving Chats Incoming chat notifications Multi Context Chat layout Chat client with canned responses Disposition & Notes Customer Info Customer Conversation History

15 Disposition Codes & Notes Add notes while or after a call (ACW) Notes are saved and display with history Automates basic note taking during the call Automatic setting of disposition codes Allows selection from pre-defined disposition list 11/10/14: Billing Call Start at 22: /10/14 22:26.10 Customer verification complete 11/10/14 22:26.45 Customer dispute charge

16 Favorites Menu Commonly used websites or internal links based on role and call type

17 Customer history Display previous conversations with the current customer Ability to control number of days in display Open any item in a new tab while on a call with customer Available in Voice, Chat and layouts Add notes as required

18 Rules-driven Process Flow designed by Business Users Optional modules: Agent Guidance and Scripting Relevant Content retrieved from External Content / Knowledge Repositories in real-time Preview of Agent Script to be executed inside Agent Desktop

19 Integrated Knowledge Built in search mechanism Index existing content (.doc,.pdf,.ppt and more) Embed one or more external Knowledge Bases, websites, etc. Combine results across Knowledge sources based on relevance, call type, and agent role

20 Dashboard/View Builder Business First: Highly Innovative, Business User Interface Builder» Easily incorporate new composite views in the Multi-channel Agent desktop» Rapidly consolidate information from multiple systems to reduce handle time and improve first call resolution» Replaces complex UI development with rapid, real-time, user interface assembly» Business has full ownership and control for delivering the optimal Agent desktop experience» No server restart,no downtime - agents continue taking calls!

21 [ ] Demonstration

22 orkspace/avaya Integration Architecture Overview

23 Next Steps and Getting Started Getting started is easy! Contact Jacada for a demonstration or to obtain the software to install on your premises Try it out for yourself and see the benefits it brings

24 [ ] Thank You