Avaya Contact Center Control Manager (ACCCM)

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1 Avaya Contact Center Control Manager (ACCCM)

2 In today s dynamic marketplace customers expect rapid, efficient, and highly effective interactions when communicating with vendors. Any vendor who fails to meet the needs and expectations of consumers quickly discovers that unhappy customers are ready, willing, and able to swiftly take their business elsewhere. Helping your business compete, ACCCM enables you to: Lower labor costs by reducing administration time per transaction Improve accuracy with single (rather than multiple) points of data entry Leverage non-technical personnel to perform administrative tasks Enhance security through role-based permissions Avaya Contact Center Control Manager Making the Best Better Designed to consolidate customer facing activities across all channels, Avaya s robust contact center solutions help your business address the challenge of providing outstanding customer experiences consistently. Enabling you to maximize the value of your investment in our contact center applications, Avaya Contact Center Control Manager delivers centralized administration and management of our Avaya Aura Contact Center Suite including (but not limited to) Avaya Aura Call Center Elite (with Business Advocate), Avaya Communication Manager, Avaya Interaction Center, Avaya Contact Center Express, Avaya Intelligent Customer Routing, Avaya Proactive Contact, Avaya Call Management System (CMS), Avaya Voice Portal, Avaya Interactive Response, Avaya Workforce Optimization and even third-party adjunct contact center applications. Complementing Avaya Aura Communication Manager with a range of functionality and operationally oriented administration tiers, ACCCM streamlines management of all Avaya Contact Center operations, enabling organizations to respond in real-time to even the most demanding customer needs. Business Benefits Effectively combining and integrating management and administration of a wide range of Contact Center applications, Avaya Contact Center Control Manager complements the full suite of Avaya Contact Center solutions. Focused on functional hierarchy and call center business logic (instead of technology components and IP telephony), ACCCM makes it easy to perform a one-time definition of entities and data that enable centralized management and application of the contact center functionality of these entities across Avaya s Contact Center offerings. 2 avaya.com

3 Circumventing the need to administer contact center software on a system-by-system basis, the following systems and capabilities can be set up and managed through ACCCM s intuitive and unified browser-based interface: Avaya Aura Communication Manager, Computer Telephony Integration (CTI), Integrated Voice Response (IVR), call recording systems, Vector Directory Numbers, Policy Routing Tables, Vectors, Skills, Service Hours Tables, Vector Routing Tables, Holiday Tables, Agents, extensions, call flows, IVR working hours, dynamic prompts and menu content. Avaya Contact Center Control Manager features a broad array of centralized security features including the ability to apply rolebased permissions for every object administered. The location-based architecture allows every administered object to be assigned to a "location" (virtual). Administrative partitioning can be achieved by controlling access to specific locations. Along with system transparency, customer privacy and security are maintained and, in addition, Avaya Contact Center Control Manager supports complete Microsoft Active Directory integration with single sign-on functionality and G13 language localization. Because ACCCM can be implemented and operated easily, by non-technical personnel, control can be returned to contact center leaders and line of business managers who use and rely on the system every day. Avaya Contact Center Control Manager seamlessly integrates with and supports operational administration of Avaya s entire Contact Center Suite, including: Avaya Aura Communication Manager provides centralized administration and a single point of management for Avaya Aura Call Center Elite software and Avaya Business Advocate call center components and entities Avaya Call Management System (CMS) a database, administration, and reporting application, CMS helps businesses identify operational issues, enabling them to take action immediately Key Features & Benefits Centralized management and administration of all contact center applications User-friendly, Web-based, highly personalized thin client application interface Full tenant partitioning with role-based access controls Single deployment of ACCCM supports multiple Avaya Communication Manager systems Non-technical staff can perform administrative tasks easily, based on ACCCM s enhanced role-based permission engine Seamless transition for customers with a mixed environment of Avaya Aura Contact Centers Negligible hardware requirements, a green solution enabling virtualization and cloud networking and processing Scalable, accommodating organizations of all sizes Intuitive visual call flow design and vector management Full Microsoft Active Directory integration with single sign-on functionality avaya.com 3

4 Avaya IQ foundational to the evolving Avaya Performance Center solution, Avaya IQ is a contact center reporting and analytics platform that consolidates real-time data from Avaya customer service solutions and enterprise business resources Avaya Aura Contact Center delivering seamless, contextsensitive customer care, supports non-voice multimedia when connected to an Avaya Communication Manager using Avaya Aura Call Center Elite software for voice Avaya Contact Center Control Manager seamlessly integrates with and supports operational administration of Avaya s entire Contact Center Suite, including: Avaya Aura Communication Manager Avaya Call Management Systems Avaya IQ Avaya Proactive Contact Avaya Proactive Outreach Manager Avaya Interaction Center Avaya Contact Center Express Avaya Aura Contact Center Avaya Voice Portal Avaya Aura Customer Experience Portal Avaya one-x Agent Avaya Aura Workforce Optimization Avaya Proactive Contact enables previewing, initiation, and tracking of outbound contact center communications Avaya Proactive Outreach Manager offers automated outbound campaign management, giving organizations the power to create and deliver automated voice, , or SMS messages that enable users to immediately choose a self service option or to interact with a live agent Avaya Interaction Center provides enterprise-class control of contact-center communications across multiple channels: voice, video, , Web chat, and IP telephony Avaya Contact Center Express processes all multi-media channels, routing requests to an agent who can reply using the same mode of communication Avaya Voice Portal Web-based voice application design and management that controls IVR system functionality without a single line of code Avaya Aura Customer Experience Portal a next generation self service platform Avaya one-x Agent desktop software application built to meet the specific needs of contact center agents Avaya Aura Workforce Optimization analytics-driven offering that enables organizations to capture, analyze, and act on information that can improve workforce performance, customer interactions and customer service processes 4 avaya.com

5 Leading Edge Solution and Features The Avaya Contact Center Control Manager solution is designed to optimize your Contact Center performance and business processes, reduce risk, and enable competitive advantages while enhancing customer service and relationships across your organization. Providing seamless interoperability with the Avaya Aura Contact Center Suite of solutions, ACCCM can increase agent productivity, optimize contact center operations and increase the value of your existing investment. Avaya Visual Call Flow Designer robust and easy to use, this tool enables users to manage vectors within an Avaya Communication Manager running Avaya Aura Call Center Elite software with Expert Agent Selection. Through ACCCM s Web based tool, call flows can be revised using the drag and drop capabilities of the Avaya Visual Call Flow Designer. For customers using Avaya Aura Contact Center as a multimedia adjunct to Avaya Aura Call Center Elite software, and who wish to move to fully Contact Center driven multimedia with their Avaya Communication Manager, there is a tool available (as part of ACCCM) that enables design of Contact Center scripts from ACCCM and that can migrate Avaya Communication Manager resident vectors into Contact Center resident service creation environment flows. Organizational Structure based Administration provides the ability to manage an organizational structure in the contact center with sites, segment, teams, supervisors, agents, including assignment of user permissions based on organizational hierarchy. Virtual Group Management enables management of virtual groups in parallel with a physical organizational chart wherein virtual groups have been provisioned as agent groups in CMS. The ability to manage virtual groups in this way is useful in Flatten - Consolidate - Extend (FCE) environments and, with ACCCM, an unlimited number of virtual groups can be managed and a single agent can be assigned to multiple virtual groups. avaya.com 5

6 Personalization allows users to personalize their administrative environment and to create shortcuts for quick, easy navigation. Integratable with the audit log feature, this tool lets individuals who work within teams review changes made by individual team members. Role Based Access Control enables control based on role in accordance with organizational infrastructure such as configuring skills, routing points, holiday tables, etc. guidelines. Through ACCCM, an unlimited number of roles with different permissions can be defined so granularly that users can be assigned to specific roles within each application to which they are assigned. Enhanced Audit and Roll-back provides rollback capabilities and stores the entire change history indefinitely, if desired, with audit capabilities that enable users to review changes done directly on the Avaya Aura Communication Deployment Wizard a Web based Manager. tool that allows a non-technical user to deploy contact center environments without the need to setup required contact center 6 avaya.com

7 Feature Support for Avaya contact center environments Management of both Communications as a Service (CaaS) and customer-created (in-house) deployments within a single platform Usage tracking and billing capabilities for contact center environments Visual Call Flow Designer for contact centers Unified Communication Administration and Provisioning Unified Communication end user self-care administration Contact Center Administration and Provisioning Contact Center User Self-Care Administration Branding support for customized solution creation Product Specifications Avaya Contact Center Control Manager for Avaya Contact Centers Competitive Solutions Available Not Applicable None because competitors require different tools to manage service provider and customer-created deployments None based on our current review of industry offerings Partial support because ACCCM is predominately focused on UC capabilities that complement Contact Center so we can t guarantee full UC compliance Partial support because ACCCM is predominately focused on UC capabilities that complement Contact Center so we can t guarantee full UC compliance Partial support because some administration and provisioning of solution components is required (such as trunks in Avaya Communication Manager) None based on our current review of industry offerings Varies 3rd party Integration Capabilities Typically not out-of-the-box (other than customer-specific engagements) Self-service (IVR) Support None based on our current review of industry offerings avaya.com 7

8 About Avaya Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, data solutions and related services to companies of all sizes around the world. For more information please visit Avaya Inc. All Rights Reserved. Avaya and the Avaya Logo are trademarks of Avaya Inc. and are registered in the United States and other countries. All trademarks identified by,, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. Avaya may also have trademark rights in other terms used herein. References to Avaya include the Nortel Enterprise business, which was acquired as of December 18, /11 GCC avaya.com

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