Avaya IP Office Contact Centers

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1 Avaya IP Office Contact Centers

2 For more information do not hesitate to contact us Avaya Inc. All rights reserved. 2

3 Avaya Midmarket Collaboration Solution Simple, Powerful & Affordable Customer Engagement Team Engagement Security Networking 2015 Avaya Inc. All rights reserved. 3

4 Avaya IP Office - solution for small and midsize business Avaya Aura Designed for Large to Mega sized Enterprises IP500V2 Server Edition, Select Avaya Aura ,000 xxx,000s Small Medium Mid Market Large Fortune 1000 # of Users 2015 Avaya Inc. All rights reserved. 4

5 Avaya Contact Centers Suite-based enterprise features (HA, session mgmt.) Avaya Contact Center 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 Primary Competitors: ShoreTel Voxtron (BT) Altitude Presence Competitors: Primary Cisco Competitors: UCC-X Genesys Interactive Express Cisco Intelligence UCCx CIC Altitude Aspect Presence Shoretel Huawei Genesys Express Huawei IP Office Contact Center Avaya Contact Center Select Contact Center Solutions for IP Office Shoretel Etc Avaya Inc. All rights reserved. 5

6 IP500V2, Server Edition, ACCS and IPOCC IP500V2 IP Office Server Edition (or Select) IP Office Contact Center Avaya Contact Center Select 2015 Avaya Inc. All rights reserved. 6

7 Four types of IP Office Contact Centers deployment IPO CC ACCS IP 500V2 Small business (up to 384 users) with small but cost-effective multimedia Contact Center Mid-Size multimedia Contact Center with a few incoming telephone lines with analog connection and faxes Server Edition Mid-Size UC (up to 3000 users) centric enterprise with basic Contact Center needs Mid-Size UC centric enterprise (up to 3000 users) with full capacity multimedia Contact Center 2015 Avaya Inc. All rights reserved. 7

8 The Evolution of Customer Engagement BUY MORE from companies that make it easy to do business1 Millennials will stop doing business with a company after one bad experience2 INTERNET SELF-SERVICE TWITTER, FACEBOOK WEB CHAT PHONE STORE say they constantly change how they deal with organizations 9 of 10 consumers want support while online % using channel to communicate with organizations 2015 Avaya Inc. All rights reserved. 8

9 Contact Center Priorities What is your single, most important contact center need? 52% Inbound Customer Service 31% Inbound Sales 15% Outbound Sales 2015 Avaya Inc. All rights reserved. Tech Buyer Perceptions, Avaya Midmarket Technology Study, February

10 Contact Center Challenges Challenges Customers are wanting to communicate on their terms Customers often need to repeat themselves once answered Customers are reporting bad service with agents Agents are not productive during quiet times Losing sales as callers are dropping before we answer Resolution Incorporate and web chat as part of the contact center strategy Eliminate/reduce transfers Detailed call reports and call recordings on every agent Use agent idle time to proactively make outbound sales/collection calls Identify peaks and balance agents between groups IVR to offer self service 2015 Avaya Inc. All rights reserved. 10

11 IP Office Advanced Edition (retired) Scale Virtualization Multimedia Recording Reporting Outbound Calls IVR CTI Social Networks 150 agents (recommended 30) No No Voice only Basic No Basic in IPO, VMPro TAPI No 2015 Avaya Inc. All rights reserved. 11

12 Derived from AACC Avaya Contact Center Select Full, blended multichannel 10 to 250 agents Agents can be voice only, multichannel only or both! Single or multiple locations In the office Remote Inbound/Outbound/Call Back Supported globally Multilanguage (G14) 2015 Avaya Inc. All rights reserved. 12

13 Maximum ACCS 6.4.x Capacity by IP Office Platform - Based on ACCS Hardware Appliance (or equivalent server spec) Parameter IPO SE R620 IPO SE DL360 IPO SE DL120 SIP Trunks IP500v2 (*) TDM Trunks Incoming customer calls (90) 45 (60) Calls in queue to ACCS (30) 15 (20) Calls in progress to active agents (60) 30 (40) Customer-agent call legs recording Additional call recording legs (10%) for consultation calls Additional general purpose voic channels. This requires that G.711 is used as the codec for >= 90% of all call legs. Max BHCC of incoming customer calls, assuming 95% distribution to agents and 50% re-distribution Supported (1200) 600 (800) Maximum concurrent voice agents (60) 30 (40) Maximum concurrent multimedia agents Maximum multimedia capacity 250 (= max logged-in agents) 600 WC/hr, /hr Maximum configured agents (all channels) 1000 ^ (Figures in brackets are applicable where call recording is not in use). Minimum 20% margin on specified BHCC figures Avaya Inc. All rights reserved. 13

14 ACCS CC Agent Desktop Efficient Agent Functionality Activity Code Not Ready ACW Work Multimedia Controls Search Schedule Callback Agent Stats Observe Voice Web Chat Phone Directory LDAP Personal Contacts Intrinsics Action Panel Make Call Call Supervisor Missed Calls In Out Certain controls are only applicable to Supervisors Observe, Barge In Home Page Customisable Button Agent Stats Voice & MM Per Skill 2015 Avaya Inc. All rights reserved. 14

15 ACCS CC Status Wallboard Preconfigured, Configurable, Enabled Out of the Box Agent Details Blue Hyperlink to Agent Details Contact Flow Performance Sample Skill Service Levels All Wallboards can be Copied, Edited and Configured by Administrators/Supervisors 2015 Avaya Inc. All rights reserved. 15

16 ACCS Historical Reporting 49 Reports grouped into easy to use Functional Topics Agent Performance (16) Multimedia Reports (6) Outbound Reports (5) Contact Summary Reports (7) Call-By-Call Reports (1) Configuration Reports (4) Other Reports (10) Performance of agents across skillset types and time intervals Information on multimedia channels Information on outbound campaigns Detailed information across agents and skills Extremely detailed historical report Configuration settings of ACCS Wide range of templates including application abandon delay times, skillset timelines 2015 Avaya Inc. All rights reserved. 16

17 Service Creation Environment 2015 Avaya Inc. All rights reserved

18 Material Codes & Prices Part No Base System Offers Avaya Price List US$ ACCS Base System Software Bundle (includes $11, agents + 1 Supervisor + 1 Multimedia Agent) ACCS 6.4 DVD $ ACCS OVA (comprising ACCS OVA + AMS OVA + Web LM OVA) ACCS Hardware Appliance server $20,140 Add licenses in any combination to maximum 250 voice, 250 Multichannel, 50 supervisor Part No Optional expansions Avaya Price List US$ x Voice Agent License $ x Contact Center - Multimedia Agent License $ x Contact Center -Supervisor License $430 $ Avaya Inc. All rights reserved. 18

19 IP Office Contact Center Customers with up to 3000* employees & up to 250 agents Deployed as a single site or across up to 150 nodes Agents in the office or remote agents Centrally managed Available on-premise or hosted via Customer Engagement OnAvaya TM Powered by Google Cloud Platform *Select Edition supports up to 3000 users 2015 Avaya Inc. All rights reserved. 19

20 Avaya IP Office Contact Center Capabilities Resolution with Avaya IP Office Contact Center Multichannel include , web chat and voice Skills based routing Eliminate transfers Call recording/call reports Eliminate conflicts, improve agent/customer interactions, measure agent performance Outbound dialing Use agent down time to automatically make outbound calls Real time reports Monitor wait times - move agents between groups on the fly IVR Offer self service to free up agent time 2015 Avaya Inc. All rights reserved. 20

21 IP Office Contact Center & Customer Engagement OnAvaya Powered by Google Cloud Platform Comparison Overview IP Office Contact Center (On- Premise) Customer Engagement OnAvaya Powered by Google Cloud Platform Delivery model Client User Interface Agent Capacity (min to max) Capabilities On-premise IP Office Contact Center on IP Office Thick Windows client for PC & Thin Chrome Client for Chrome devices UI for IP Office Contact Center has not changed. UI for thin Chrome client built specifically for Chrome OS agents agents Voice, Multichannel, Skills-based Routing, Call Recording, Real-time & Historical Reporting, Outbound Dialing, IVR Avaya branded and hosted IP Office & IP Office Contact Center, delivered on Google Cloud Platform Thin Chrome client on Chrome devices UI built specifically for Chrome OS Voice (Multichannel roadmapped), Skillsbased Routing, Call Recording, Real-time & Historical Reporting, Outbound Dialing, IVR Endpoints Availability & Localization Avaya 96xx/16xx/14xx/95xx Phones, Headsets, Windows Communicator Global English only Avaya IP 96x1 IP Phones, Headsets, Support for WebRTC softphone US only English only 2015 Avaya Inc. All rights reserved. 21

22 Agent User Interface 2015 Avaya Inc. All rights reserved. 22

23 Real Time Information Quick overview of contact center status Individual monitoring screen with integrated telephony function Agents, team leaders and supervisor information Waiting queue of all tasks including & Chat Service level information 2015 Avaya Inc. All rights reserved. 23

24 Statistics Historical Reporting Counters available for topics(skills), 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 2015 Avaya Inc. All rights reserved. 24

25 Task Flow Editor Example Structure 2015 Avaya Inc. All rights reserved. 25

26 Material Codes & Prices Part No Base System Offers Avaya Price List US$ IPO R9+ IPOCC BASE SE LIC $2, IPO R9+ IPOCC MULTI CH AGT $ IPO R9+ IPOCC SPRV LIC $1, IPO R9+ IPOCC VCE AGT $ Avaya Inc. All rights reserved. 26

27 Key differences between IPOCC and ACCS ACCS features, not supported by IPOCC IPOCC features, not supported by ACCS G14 languages Redundancy Telecommuter Mode MS Lync integration Experience Portal ACCS 6.4 FP2 с IP Office 9.1 Front End AAEP AAEP Solution Carrier SBC IP Office SE Server ACCS Customer G/W Agent 2015 Avaya Inc. All rights reserved. 27

28 Gartner Magic Quadrant for Contact Center Infrastructure Magic Quadrant for Contact Center Infrastructure Worldwide Drew Kraus, Steve Blood, Sorell Slaymaker May 18, 2015 Full report is available at This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Avaya. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose Avaya Inc. All rights reserved. 28

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