...Avaya Contact Centre Solutions

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1 Tell Me About...Avaya Contact Centre Solutions v1

2 Westcon is a value added distributor of category-leading unified communications, infrastructure, data centre and security solutions with a global network of specialty resellers. Our teams create unique programs and provide exceptional support to accelerate the business of our partners. Strong relationships at every level of the Westcon organisation enable our partners to receive support tailored to their needs. From global logistics and flexible customised financing solutions to pre-sales, technical and engineering assistance, we work with our partners to respond with agility and speed to changing market conditions so they can achieve the fastest time to revenue. The Avaya team at Westcon Convergence provides support through every aspect of the sales cycle, offering dedicated account management, marketing and a wide range of pre and post sales training and support. With a consultative approach the team is dedicated to helping you develop compelling solutions and grow your business. This guide is designed to help you understand Avaya Contact Centre solutions and the benefits they bring to your customer. LinkedIn Product Management Group Twitter WestconAvaya Facebook Westcon Avaya

3 Contents INTRODUCTION 4 How Westcon Convergence supports its Resellers 5 Market Overview 6 Avaya Contact Centre Solutions at a glance ASSISTED EXPERIENCE MANAGEMENT 8 Avaya Aura Call Center Elite 8 Business Advocate 9 one-x Agent 11 Avaya Aura Contact Center (AACC) 14 Avaya Contact Center Control Manager (ACCCM) 15 Avaya One Touch Video 16 Interaction Center 19 Avaya Social Media Manager PERFORMANCE MANAGEMENT 29 Call Management System (CMS) 29 Contact Analyzer 30 Desktop Wallboard 30 Performance Center 31 Operational Analyst 32 Avaya Aura Workforce Optimization 33 Avaya Speech Analytics HEADSETS 36 Plantronics 41 Plantronics Configuration Guide 44 Jabra 47 Jabra Configuration Guide AUTOMATED EXPERIENCE MANAGEMENT 21 Avaya Aura Experience Portal (Self Service) 23 Avaya Aura Orchestration Designer (AAOD) 25 Callback Assist (Self Service) 26 Avaya Aura Proactive Contact 27 Proactive Outreach Manager (Outbound and Self Service) SOCIAL MEDIA MANAGER NES PROACTIVE OUTREACH MANAGER PROACTIVE OPERA- TIONAL ANALYST PERFOR- MANCE INTERAC- TION ONE-X AGENT CALLBACK ASSIST DESKTOP WALL- BOARD ANALYZER ONE TOUCH VIDEO CONTROL MANAGER ORCHES- TRATION DESIGNER EXPERIENCE PORTAL WORKFORCE OPTIMI- ZATION CALL MANAGE- MENT SYSTEM CALL ELITE SPEECH ANALYTICS ASSISTED EXPERIENCE MANAGEMENT AUTOMATED EXPERIENCE MANAGEMENT PERFORMANCE MANAGEMENT Westcon: Tell me About... Avaya contact centre Solutions 3

4 How Westcon Convergence supports its Resellers Westcon is dedicated to supporting its resellers businesses, and we aim to make working with us an enjoyable and profitable experience. With extensive experience of supporting multiple reseller channels, we know that the key to this is to invest heavily in highly-skilled staff, a comprehensive range of services and market leading products. Account management A dedicated account manager ensures that our resellers have access to the full range of support and development resources that the Westcon Avaya partnership offers: Experience and knowledge to help grow your business Complete commercial ownership Regular product, pricing and promotion updates Business development support Training and knowledge development Westcon Academy offers a comprehensive training portfolio with a range of Avaya sales, pre and post sales training courses. Exclusive solution sales training delivered by leading industry experts Comprehensive, hands-on technical training Book online at the Westcon Academy site Bespoke training courses and workshops Pre-sales support Our highly experienced pre-sales team offer a wealth of knowledge and expertise in the following areas: Advice and consultancy Full support during the bidding process System design validation Support and advice for complex and multi-vendor solutions Full system configuration and pricing Customer presentations and solution demonstrations Professional services The Westcon Convergence Professional Services team have extensive experience in implementing and supporting the entire Avaya portfolio. Our services include: Customer operations With a strong focus on customer service, Westcon provides comprehensive operational support. Our customer operations team offers the following: Efficient logistics Order processing and fulfilment E-Commerce Query resolution MarkEting Our compelling market leading programmes are designed to help you develop your own skills and expertise and to develop your convergence business: Dedicated Avaya product management Channel marketing support Comprehensive demand generation initiatives Marketing customisation service Regular product forums & road shows OuR Web Portal Our exclusive web portal provides access to innovative convergence solutions and advanced reseller support services, helping to develop competitive advantage, profitable business and truly converged solutions. Features include: Multi-vendor resources and services Extensive Avaya collateral Sales and marketing tools Promotions and incentives Access to Westcon Convergence events convergence.westcon.com Solution pre-staging System installation and commissioning Technical Support Maintenance VoIP network readiness testing Project management

5 Market Overview The importance of customer service Customers will spend 83% 70% 20% of customers will buy more from companies that make doing business easier of customers will spend more money for good customer service more with companies providing good customer service Consumer, January Wall Street Journal, April 2011 Interaction with customer service channels 63% 15% 27% 27% 27% 9% 15% 8% 10% 9% Voice (agent) Fax Voice (self) Web SMS Chat Video Social Media IM Source: Webtorials Editorial / Analyst Division Gartner Magic Quadrant for Contact Centre Infrastructure, Worldwide (June 2012) Challengers Leaders Ability to execute Siemens Enterprise Communications NEC Alcatel-Lucent Mitel Altitude Software Enghouse Interactive Vocalcom ZTE Aastra Huawei Aspect Cisco SAP AVAYA Genesys Interactive Intelligence Niche Players Visionaries Completeness of vision Westcon: Tell me About... Avaya contact centre Solutions 5

6 Avaya Contact Centre Solutions at a glance SOCIAL MEDIA MANAGER NES PROACTIVE OUTREACH MANAGER PROACTIVE OPERA- TIONAL ANALYST PERFOR- MANCE INTERAC- TION ONE-X AGENT CALLBACK ASSIST DESKTOP WALL- BOARD ANALYZER ONE TOUCH VIDEO CONTROL MANAGER ORCHES- TRATION DESIGNER EXPERIENCE PORTAL WORKFORCE OPTIMI- ZATION CALL MANAGE- MENT SYSTEM CALL ELITE SPEECH ANALYTICS ASSISTED EXPERIENCE MANAGEMENT AUTOMATED EXPERIENCE MANAGEMENT PERFORMANCE MANAGEMENT Westcon: Tell me About... Avaya contact centre Solutions 6

7 AUTOMATED EXPERIENCE MANAGEMENT PERFORMANCE MANAGEMENT SOCIAL MEDIA MANAGER INTERAC- TION ONE TOUCH VIDEO CALL ELITE NES ONE-X AGENT CONTROL MANAGER PROACTIVE OUTREACH MANAGER ORCHES- TRATION DESIGNER PROACTIVE CALLBACK ASSIST EXPERIENCE PORTAL DESKTOP WALL- BOARD WORKFORCE OPTIMI- ZATION PERFOR- MANCE ANALYZER CALL MANAGE- MENT SYSTEM ASSISTED EXPERIENCE MANAGEMENT SPEECH ANALYTICS OPERA- TIONAL ANALYST in more details... ASSISTED EXPERIENCE MANAGEMENT

8 Avaya Aura Call Center Elite The Call Center Elite call routing software is an Automatic Call Distribution application that maximises routing and resource selection, allowing agents to handle calls more effectively and improving overall productivity. Avaya Aura Call Center Elite offers conditional (if/then) call routing, using context-based inputs and versatile selection capabilities. Managers can choose whether inbound calls connect with: 1 min the least busy agent, the first available agent, or the one with skills that best match the customer s needs. Features & Benefits Improve call-routing flexibility: Sophisticated call routing capabilities give managers a wide range of options. They can connect inbound calls to the least busy agent, the first available agent, or the agent with the skills that best match the individual customer's needs. Reduce costs, increase efficiency: Businesses can support agent specialisation and consolidate resources across sites to help build a more efficient, less costly call centre Deliver personalised service: The system allows managers to route calls to agents with specialised knowledge of products or processes, allowing them to provide informed, personalised service Virtual call routing allows businesses with multiple sites to maximise resource utilisation across all locations. Call Center Elite can integrate with traditional circuit-switched, H.323 and SIP networks (as well as hybrid environments), allowing businesses to protect existing hardware and software investments. Business Advocate Business Advocate manages all voice, and web chat interactions via a single universal queue, intelligently routing customers in real-time to the best agent for their needs. It takes into account preestablished business objectives, customer needs and business value, and the skills and availability of the current agent pool. Business Advocate actively monitors all of this information, making rapid decisions about which agent should be matched to which customer. This may mean connecting to the agent whose immediate service may produce the greatest value, instead of the caller who has waited longest. Business Advocate is now included in both Avaya Aura Call Center Elite and Avaya Interaction Center at no additional cost. Business Advocate is now an entitlement within Avaya Aura Call Center Elite (additional hardware required). Features & Benefits Maximise every call: This application lets companies define customer segmentation policies and service level goals based on business objectives. This ensures that resources are allocated in ways that maximise the value of each customer contact. Get more control, with less work: Automated control, based on user-defined business rules, ensures that supervisors can manage agents and call distribution as they need to, without time-consuming manual intervention. Improve call centre efficiency: Capabilities like Predicted Wait Time and Reserve Agent Pools allow Business Advocate to foresee events that could impact service and respond automatically in real time. This helps the contact centre handle peaks in demand and other problems quickly and efficiently, without inconveniencing customers. As of Contact Center Release 6.0 Business Advocate functionality was merged into CC Elite. Westcon: Tell me About... Avaya contact centre Solutions Assisted Management Experience 8

9 one-x Agent one-x Agent is a desktop software application built specifically to meet the needs of contact centre agents, providing them with the software they need to be more productive, whether they re working in a headquarters location, a branch office or home office. One-touch access to functions such as conference, transfer and supervisor assist enables agents to effectively manage both communications and agent tasks, making them more responsive and collaborative regardless of where they are working. Integrated presence and instant messaging help one-x Agent users reach out to an available expert anywhere in the enterprise. Embedded desktop sharing allows agents to get immediate supervisor assistance if necessary. With one-x Agent, agents have the tools they need to drive first call resolution and high customer satisfaction. Key Benefits Real-time decision making: Real-time status updates of key performance indicators keep agents informed of queue status, talk time and other configurable metrics. Improved agent productivity: Screen pop-up of customer contextual data improves productivity and customer satisfaction, eliminating time-consuming agent lookup of relevant information. Enhanced agent training: Supervisor Desktop offers one-click access to functions such as service observing barge-in, and "quick alert" messaging to agents. A supervisor can coach an agent using instant messaging and viewing chat logs to ensure compliance. Increased agent flexibility: Agents can sit at any desk and see their own customised instance of one-x Agent, facilitating agent mobility and maximising use of real estate. Key Features Call Control: Answer/release, click-to-dial/im, hold/ unhold, conference & transfer Integrated tutorials & help: Ideal for new agents Pre-recorded agent greetings: Consistency when greeting customers Contact lists: Individual, shared or via MS Outlook Soft TTY: Hearing impaired customers are served within the same queue as other calls Business Continuity Options: Inherent within the embedded connectivity and virtualisation choices Central Management: Create and manage profiles from a centralised web client interface Dynamic Hot Desk: Encourages agents mobility and allows agents to sit at any desk Supervisor desktop: One-click access is provided to all key supervisor features such as barge-in Westcon: Tell me About... Avaya contact centre Solutions Assisted Management Experience 9

10 Connectivity Options COMPUTER: Voice over IP (VoIP) functionality with the PC acting as the phone DESK PHONE: Telephony control is shared between one-x Agent and the desk phone OTHER PHONE: Ideal for home workers as the voice is sent via the agent s home phone One-X Agent Deployment Options Desktop: IT departments can create a customised silent install to push to the application to the agent desktop. This removes the need for user intervention in the setup process and ensures that agents are up and running immediately Virtualisation: The following virtualisation platforms are supported for thin agent desktop: MS Windows 2008 Server Citrix XenApp (formerly Citrix Presentation Server 4.5) with option for application streaming environment Sun Ray VMWare ESX/VDI with Virtual Desktop Specifications PC Configuration Avaya PBX release Call Center software release Other requirements 1GHz Pentium processor minimum, 2GHz recommended Up to 500MB of available hard disk space; Vista may require more 1GB RAM minimum, 2GB or higher optimal if other applications run in parallel Full-duplex sound card, headset for VoIP operation Operating systems supported for agent desktop PC operation: Microsoft Windows XP Professional (32 or 64 bit) Microsoft Windows Vista (32 or 64 bit) Microsoft Windows Server 2003, 2008 Microsoft Windows 7 Server for Central Management: 2.33 GHz quad-core processor 16M RAM 40GB hard disk Red Hat Linux 5.2 OS Video camera and Avaya Video Telephony Server (AVTS) license required for video Avaya Communication Manager (CM) 2.x or higher for general operation Avaya CM 3.0 or later if control is shared control with an existing physical phone (Desk Phone option) Avaya CM 4.0 or higher if video is used Call Center 2.x or later Advanced Segmentation screen pop requires Communication Manager 3.0 or later Avaya Switcher II adapter is required for agent greetings in Other Phone and Desk Phone connection modes Westcon: Tell me About... Avaya contact centre Solutions Assisted Management Experience 10

11 Avaya Aura Contact Center (AACC) AACC is a standards-based, robust, software-only solution that facilitates agents and knowledge workers to efficiently and effectively collaborate with customers and partners across multiple media types to manage customer experience, deliver exemplary service, generate profitable revenues, assert brand identity and remain competitive. Leverage real-time and historical information to deliver seamless, context-sensitive customer care Facilitates communication via voice and multimedia channels SIP-based solution with standard SOA and Web-services interfaces for maximum flexibility Virtualisation support facilitates server consolidation and promotes greater flexibility around deployments A contact centre that consistently delivers a unified, efficient and highly personalised customer contact experience Features & Benefits Enhanced customer service: Multimedia capabilities allow routing of communications via voice, , instant messaging and more. Context preservation allows employees to better anticipate customer needs, improving first-contact resolution. Improved agent efficiency: Powerful desktop software allows agents to simultaneously handle multiple contacts and quickly access customer context information Make supervisors more effective: A suite of easyto-use administration tools reduce complexity and lower implementation overhead Get maximum flexibility: Open standards and a SIPbased architecture simplify development and integration of new functionality. A low server footprint increases agility while offering room for growth. Improve security and reliability: The software features real-time shadowing and automatic switchover for all core components, with zero-touch recovery Avaya Aura Contact Center VOICE OUTBOUND SCREEN POP WEBCHAT INSTANT MESSAGE SOCIAL MEDIA CALL RECORDING (3rd party required) VOICE (SELF) REPORTING /ANALYTICS INTELLIGENT ROUTING The Call Recording feature is not a built-in element of AACC and a 3rd party would be required. Customers Note: Customers with legacy NES Contact Center are able to upgrade to AACC. For more information and pricing, please contact your Westcon Account Manager. Westcon: Tell me About... Avaya contact centre Solutions Assisted Management Experience 11

12 AACC for Mid-market For mid-market customers, there are packaged offers based around Avaya Aura Contact Center. This programme AACC-M includes the following three packages: PREMIER BUNDLE ADVANCED BUNDLE STANDARD BUNDLE AACC Agent Licence Instant Message Agent Licence Avaya Aura Experience Portal Self-Service Port Licence AACC Voice Agent Licence Web Chat Agent Licence Preview / Progressive Outbound Agent Licence Call Recording Port and AAWFO Compliance Recording Agent Licence Self-Service Announcement Port Self-Service Dialog Port Screen Pop (1 Supervisor per 10 Voice Agents) HA option available Westcon: Tell me About... Avaya contact centre Solutions Assisted Management Experience 12

13 Integrated Approach AACC is a powerful standalone solution but it can also integrate to other key areas of the Contact Centre portfolio: Provides an affordable multi-channel add-on solution Avaya Aura Contact Center Elite Avaya Aura Experience Portal Can be used as an IVR front end to AACC Centralised operational administration Avaya Contact Centre Control Manager Social Media Manager Integrate social media into the contact centre Minimum Requirements & Supported capabilities Switch Operating system Avaya Aura Communication Manager CM standalone (with limitations) Avaya Aura MES Avaya CS 1000 R 5.0, 5.5, 6.0, 7.0 Windows Server 2008 R2, 64 bit Standard and Enterprise Editions Client Windows XP, Vista, Windows 7.0 Processor Quad Xeon 2.8 GHz with 8Gb of RAM Virtualisation Microsoft Hyper V, VMware vsphere 4.0 Agent/Supervisor Devices H.323 Avaya 16xx series IP Deskphones Avaya 46xx series IP Deskphones Avaya 96xx series IP Deskphones Avaya one-x Communicator 5.2 or later Embedded H.323 Softphone with Avaya Aura Agent Desktop Digital Avaya 24xx Digital Phones Avaya 64xx Digital Phones IP/Unistim Stack Avaya 11xx series Deskphone Avaya 12xx series Deskphone Avaya 2002 IP Deskphone Avaya 2050 IP Deskphone Avaya 2004 IP Deskphone Avaya 2007 IP Deskphone Digital Avaya 3904 Digital Deskphone Avaya 3905 Digital Deskphone Agent Desktop Multichannel Multiple call handling Offsite Agent Virtual Contact Center Reporting Scripting/Workflow Avaya Aura Agent Desktop Fully blended support for voice, , IM, Web Chat, Fax, SMS and social media contact types Up to 6 simultaneous contacts can be handled by an agent (One voice call and up to five additional non-voice contacts) Avaya Aura Offsite Agent solution allows contact centre agents to work from any remote location whether that be a home or via a mobile phone Supports networked skills based assignment selection for voice and CTI data across up to 30 nodes in a single Virtual Contact Centre Granular and customisable real-time and historical reporting for voice and multimedia Built-in Graphical Orchestration Designer tool. Legacy text-based scripting fully supported and can be imported into Orchestration Designer. Self Service Avaya Aura Experience Portal, Voice Portal MPS 500 or MPS , 3.5 (FP 2/3) Outbound Campaigns Workforce Optimization Optional preview and progressive outbound dialing with integrated campaigns manager or with the Proactive Contact solution. Avaya Aura Workforce Optimization is built in and does not require the separate configuration and licensing of DMCC, TSAPI and CTI licences Westcon: Tell me About... Avaya contact centre Solutions Assisted Management Experience 13

14 Avaya Contact Center Control Manager (ACCCM) ACCCM provides centralised operational administration exclusively for Avaya Contact Center Applications. ACCCM allows one-time definition and on-going management of the following entities and data relevant to contact centre systems: Agents, Skills, VDN s, extensions, call flows, IVR working hours, dynamic prompts and menu content. Access Control: Advanced security engine that includes roles-based permissions and is integrated to Active directory Graphical Call Flow Design Tool: Allows administrators to drag and drop icons to create vectors with export capability to Visio Multi Tenancy: Allows Service Providers to provide customers with access to the Avaya environment with full partitioning IVR: Enables the design & management of voice applications from a web interface and control of the entire IVR Features & Benefits Centralised management and administration of all contact centre applications User-friendly, web-based, highly personalised 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 virtualisation 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 ACCCM seamlessly integrates with and supports operational administration of Avaya s entire Contact Centre suite, including: Avaya workforce optimization Avaya Aura Communication Manager Avaya voice portal Avaya proactive outreach manager Avaya aura contact center Avaya proactive contact Avaya call management systems Avaya aura performance center Avaya interaction center Avaya contact center express avaya one-x agent avaya aura experience portal Westcon: Tell me About... Avaya contact centre Solutions Assisted Management Experience 14

15 W NW SW NE E SE Avaya One Touch Video Avaya One Touch Video enables voice and video collaboration between agents and end-users outside of the enterprise who have access to any Internet-connected device with a browser such as a PC, a tablet or a smartphone. Avaya One Touch Video solution provides a software solution that enables voice, voice/video conference and collaboration sessions between agents and end-users with access to an Internet-connected PC using a browser based Flash connection. Additionally, Avaya One Touch Video can take sessions initiated from an ios or Android device using an Adobe AIR application. When a session is initiated using Avaya One Touch Video, a two-way session is established between the consumer device (PC, kiosk or mobile) and the Avaya One Touch Video server software. SIP is used to signal the call to the enterprise user or Avaya Contact Center agent. The consumer uses the device s speaker, microphone and camera to communicate with the enterprise user or agent. Features & Benefits Browser based video using Flash: The end-user does not need to download a client or go through a special configuration process. Collects Context: The end-user does not need to repeat information the appropriate information gets passed to the agent along with the request. Application sharing, text chat, voice and video: Rich collaboration capabilities lead to a powerful customer experience and shorter calls. Internet Call: Drives return on investment by avoiding PSTN charges. Supports PC s as well as ios and Android mobile devices: Provides flexibility in the types of devices supported. N S Technical Specifications Avaya Compatible Components and Requirements: Client: Avaya one-x Communicator (video enabled) Avaya one-x Agent Avaya Aura Communication Manager Avaya Aura Communications Manager SP5 with Avaya one-x Agent Avaya Aura Communications Manager SP2 with Avaya one-x Communicator Avaya Aura Communication Manager 6.2 SP2 Avaya Aura Session Manager 6.1 or 6.2 Session Border Controller Avaya SIP Session Border Controller or other certified 3rd party SIP SBC Avaya One Touch Video Components: Avaya One Touch Video Gateway software Avaya One Touch Video SDK optional Avaya Professional Services Components: Video Network Readiness Assessment Avaya One Touch Video Solution Implementation Avaya One Touch Video Gateway software implementation, configuration and testing Optional Customisation of User Interface (UI) - includes branding and localisation which is not a part of the standard scope Optional Call Centre Design and Programming 3rd Party Components (Customer Provided): Server system(s) to host Avaya One Touch Video Gateway in Enterprise DMZ zone Server-class host system (due to real-time nature of offer, virtual machine implementation is not yet supported) Red Hat Enterprise Linux bit (64 bit w/ 32 bit libraries) Java JRE 1.6 Update 20 (32 bit) 2 GHz or greater dual Quad-Core Intel / AMD CPU Minimum of 2 GB RAM Web firewall to separate Internet from Enterprise DMZ zone Web Server for hosting content (can reside on Avaya Flash Media Gateway in low volume applications) End customer initiating the call workstation enabled with Adobe Flash 10.3 or later with one of the following browsers: Internet Explorer 7 or later, Firefox 3 or later, Chrome 10 or later, Safari 5 or later Agent workstation equipment if required: Agent workstation PC with minimum 2 GB RAM Windows XP if running one-x Agent with video Video camera (Logitech 9000 or equivalent) Headset and microphone or equivalent hard phone Sufficient bandwidth to support video between agent and Avaya Flash / SIP Media Gateway(s) Kiosk workstation equipment if being installed as a branch solution Kiosk workstation PC and associated hardware Westcon: Tell me About... Avaya contact centre Solutions Assisted Management Experience 15

16 Interaction Center The Interaction Center software suite provides enterprise-class control of contact centre communications across multiple channels: voice, video, , web chat and IP telephony. It simplifies the management process, helping companies maintain high levels of service, so they can consistently exceed customer expectations. Its open-standards-based architecture simplifies design, deployment and maintenance, so businesses can easily integrate it with their own data, applications and switching systems, as well as those of their partners. Key Benefits Improve customer service: Powerful management tools, multi-channel support and easy integration with external data give businesses the tools they need to deliver an optimal customer experience. Meet service-level objectives: Interaction Center uses enterprise business rules and customer segmentation data to more effectively handle incoming contacts, helping companies achieve service-level objectives. Simplify system management: Centralised application management and administration of business rules, workflows, agent work items and task loads allows businesses to streamline complex operations. Key Features Any Media Universal Routing and Queuing: All interactions, regardless of media type, are managed through a single, universal queue. Voice Contact Management: Incoming calls are managed and delivered to the best resource agent or self-service. Contact Management: is effectively managed and routed alongside other voice and other media. Web Collaboration: It integrates live, online help options to the contact centre. Video, Mobile & Social Media: Integration is supported to solutions such as video kiosk, video customer service, social media management and mobile. Agent Desktop: Single, easy to use unified desktop with prebuilt access to key enterprise applications and contact management controls. Application & Infrastructure Integration: Open standardsbased architecture and Web Services support enables seamless systems integration and effective workflow management across different platforms and operating systems. Administration & Management: The configuration and administration of resources is centralised. Voice Video web chat ip telephony IP Westcon: Tell me About... Avaya contact centre Solutions Assisted Management Experience 16

17 Systems and Software Support Server OS Support Database Application Integration and Connectors Switches IVRs Agent Desktop Clients Customer Browser Support Applications Web Application Server Languages IBM AIX 6.1 LPAR and non-lpar Sun Solaris 10 on SPARC Microsoft Windows 2008 R2 IBM DB2 9.5 Microsoft SQL Server 2008 R2 Oracle 10g, 11g Siebel PeopleSoft CRM SAP E.Piphany Onyx Avaya (including Symposium) Aspect Cisco Avaya Aura Experience Portal Avaya Voice Portal Avaya Interactive Response Avaya Media Processing Server Edify/Intervoice IBM Windows Vista Enterprise and Ultimate Editions Windows XP SP3 Windows 7 Microsoft Internet Explorer Microsoft Internet Explorer Mozilla Firefox Apple Safari Google Chrome Opera Microsoft Exchange Server 2007 Lotus Domino Any system using SMTP for outgoing and POP3/IMAP 4/Secure POP3/ Secure IMAP 4 for incoming IIS 7 Oracle iplanet 7 IBM HTTP Server 7 French German Russian Standard Italian Latin American Spanish Brazilian Portuguese Japanese Korean Thai US English Simplified Chinese Traditional Chinese Westcon: Tell me About... Avaya contact centre Solutions Assisted Management Experience 17

18 Capabilities Summary AGENT DESKTOP Fully Customisable Unified Desktop Mix browser-based & standard clients Agent status and control Work status summary Interaction history Transaction history Agent scripts and resource library Common work handling controls (work acceptance, transfer, conference) Media controls Voice, video, /fax, web chat and other media Agent directory contact Management Natural language content analysis Read and compose Auto-response Suggested responses Frequent response library Spell checking Attachments Quality assurance web collaboration Text chat Voice over IP Chat Escorted browsing Page push Collaborative form filling Customer call-back Chat transcript viewing Frequent response library Spell checking Operations Administration & Management Management console Agent administration console Systems administration console other media Video (SIP Services, One Touch Video) Mobile (Customer Connections Mobile) Social Media (Social Media Manager) Workflow, Database, Agent Desktop Design and Development Workflow designer Database designer Agent desktop designer Westcon: Tell me About... Avaya contact centre Solutions Assisted Management Experience 18

19 Avaya Social Media Manager Avaya Social Media Manager enables businesses to keep abreast of what their customers and would-be customers are saying. It helps to quickly identify the social media conversations most relevant to the business. This solution gathers data on interactions from social media channels and analyses the data using intelligent engines. These interactions range from potential sales opportunity comments to general inquiries and complaints. Social Media Manager efficiently and automatically processes the social media interactions, delivering relevant actionable mentions to the appropriate resource for response. Because the solution focuses only on meaningful and actionable interactions, your business experiences improved efficiency and effectiveness of social media responses. Manual monitoring and processing expenses are also reduced. Elements of the social media solution include: Avaya Aura Contact Center or Interaction Center Avaya Social Media Manager Avaya Professional Services Implementation Advanced Applications Support Integration with Avaya Aura Contact Center for contact delivery enables use of existing infrastructure and resources including agents making the most of investments and talent. Integrated reports provide a full view of customer activity and insights. These reports help uncover new opportunities and modify business processes and strategies to increase revenue and profitability. Avaya Social Media Manager Social Media Manager polls interaction on multiple channels (Twitter, Facebook, RSS, 3rd party, etc.). It sends each interaction into Avaya Contact Center for handling. Social Media Manager incorporates a toolkit that provides Advanced Text Processing technology for language identification, relevance, spam and data classification. It also features a Social Media Context module that presents contextual information from public sites, such as Facebook or Twitter and other internal databases. This gives agents or specialists a more complete profile of the customer and a clearer understanding of how the social media contact is taking place. Avaya Aura Contact Center A standards-based, robust, software-only solution that facilitates agents and knowledge workers to efficiently and effectively collaborate with customers and partners across multiple media types. Social Media Strategic Consulting Avaya Strategic Consultants help to create a holistic, internal social media strategy that helps increase overall workforce collaboration. Consultants will outline inbound and outbound social media communication plans and align to customer service and marketing initiatives. Avaya Professional Services Implementation and Delivery Your business will receive comprehensive service delivery from design to implementation to develop and deploy Social Media Manager and Avaya Aura Contact Center applications. Avaya Dialog Designer Contact Center Routing and Reporting This routing and reporting function receives customer service requests through existing interfaces within Avaya Aura Contact Center, Avaya Interaction Center, or Avaya Contact Center Express. The agent s desktop application displays specific contextual information and processed data about the customer. This tool combines computer telephony and database integration features into social media applications. It also provides web services based interfaces to the Social Media toolkit. Westcon: Tell me About... Avaya contact centre Solutions Assisted Management Experience 19

20 AUTOMATED EXPERIENCE MANAGEMENT PERFORMANCE MANAGEMENT SOCIAL MEDIA MANAGER INTERAC- TION ONE TOUCH VIDEO CALL ELITE NES ONE-X AGENT CONTROL MANAGER PROACTIVE OUTREACH MANAGER ORCHES- TRATION DESIGNER PROACTIVE CALLBACK ASSIST EXPERIENCE PORTAL DESKTOP WALL- BOARD WORKFORCE OPTIMI- ZATION PERFOR- MANCE ANALYZER CALL MANAGE- MENT SYSTEM ASSISTED EXPERIENCE MANAGEMENT SPEECH ANALYTICS OPERA- TIONAL ANALYST AUTOMATED EXPERIENCE MANAGEMENT in more details...

21 Avaya Aura Experience Portal (Self Service) Avaya Aura Experience Portal is the latest major release of Avaya Voice Portal and provides organisations with a single point of orchestration of all automated voice and multimedia applications across inbound phone or video, as well as outbound, phone, or SMS applications. Businesses can: employ dynamic, real-time self-service treatments using Avaya Intelligent Customer Routing, automate outbound services with Proactive Outreach Manager, or leverage existing web applications to create compelling, new services all developed and managed on a single platform. SMS CUSTOMER & CAMPAIGN DATA Customer Data This approach helps organisations cost effectively coordinate the use of their resources to deliver an exceptional customer experience. INTELLIGENT ROUTING?????? INBOUND Avaya Aura Experience Portal supports SIP, IP, TDM or mixed environments. It includes robust management, reporting, development and virtualisation capabilities to help organisations reduce costs and simplify operations. Key Keatures Collaboration across any Media or Mode: From voice, video kiosk, mobile and integrated voice and video response to outbound voice, and SMS interactions, Experience Portal supports a wide array of service options. Open platform: Experience Portal is a software-only solution running on off-the-shelf servers and is based Web services and web communications standards like VoiceXML and CCXML. Distributed, scalable architecture: Support from a few to tens of thousands of voice and multimedia interactions and can be deployed in a virtualised environment. Flexible deployment options: In Front or Networked PBX configurations are supported. When deployed In Front Experience Portal can directly Westcon: Tell me About... Avaya contact centre Solutions terminate SIP service provider trunks and conduct self service before calls land on the PBX. Deploying a Networked configuration ensures minimal disruption to an organisation s existing infrastructure. High reliability: Unique dynamic licence pooling and high availability automatic failover maximise the continuity of outbound and inbound campaigns and services. Application level reporting: Experience Portal collects an extensive set of call, session and application record detail that can be presented within fully customisable web-based reports. Centralised management: Experience Portal includes a multi-tenant, roles-based management system to provide a single place for access to applications, system and server information and data. A utomated E xperience M anagement 21

22 Components & Architecture Experience Portal Media Servers Provide automation functionality such as terminating telephony sessions, interfacing to third party speech and other multimedia services as well as the management of VoiceXML and CCXML sessions. Experience Portal Manager Provide automation functionality such as terminating telephony sessions, interfacing to third party speech and other multimedia services as well as the management of VoiceXML and CCXML sessions. Key Benefits Enhanced customer service: Improve your brand experience as well as service quality, response and convenience. Create new inbound and outbound voice and multimedia services using existing Web applications. Differentiate your customer experience: Employ dynamic, realtime service treatments and automate outbound services with Intelligent Customer Routing and Proactive Outreach Manager. Seamless contact centre integration: Avaya Aura Contact Center integration ensures seamless handoff of customer and context to live agents and enterprise resources. Lower your costs and operational expense: Manage all automated services and applications on a single platform. Virtualisation support reduces hardware footprint and simplifies management. Simplify customer service creation: Manage both agent and non-agent based applications from a single tool (complimentary Avaya Aura Orchestration Designer). Avaya Aura Orchestration Designer Support for application development for Experience Portal, Voice Portal, Interactive Response, Media Processing Server and Avaya Aura Contact Center. Application Execution Environment Can be deployed in a virtualised environment, helping to reduce a business hardware footprint. Westcon: Tell me About... Avaya contact centre Solutions Automated Experience Management 22

23 Avaya Aura Orchestration Designer (AAOD) This is the latest generation of Avaya Dialog Designer and the Service Creation Environment (SCE) for contact centres. Avaya Aura Orchestration Designer is a unified service creation environment for faster, lower cost design of voice and multimedia applications and agent workflows. Avaya Aura Orchestration Designer is a fully featured graphical development environment that supports Avaya Aura Experience Portal, Avaya Aura Contact Center, as well as Avaya Media Processing Server, Voice Portal and Interactive Response software platforms. The graphical drag-and-drop development environment allows for faster, less costly design. Avaya Aura Orchestration Designer includes powerful testing and simulation tools as well as support for Loquendo and Nuance speech technologies to help developers improve performance and the user experience before deployment. Avaya Aura Orchestration Designer is provided to Avaya customers and Avaya Developer Partners at no additional cost. Key Benefits Enhance customer service: Seamlessly blend channels, agents and self service interactions to differentiate your service across phone, , SMS, video, mobile and social media. Lower integration and service creation costs: Maximise interoperability and lower costs by building applications that leverage the latest best practices and open industry standards. Reduced deployment costs: Simplify integration to existing third party legacy systems and web applications with Pluggable Data Connectors. Preserve existing application investments: Supports multiple Avaya Contact Center platforms: Avaya Aura Contact Center, Avaya Aura Experience Portal, Media Processing Server, Interactive Response, Voice Portal and prior releases of Nortel Contact Center. Key Features Application & workflow design wizards: Enables the recording of phrases, building prompts, defining grammars and synthesising speech, reducing the need for specific application developer expertise. Built-in simulation & debugging: Fully featured VoiceXML and CCXML browser allows fast simulation and debugging of speech of voice-enabled applications. Application portability: Support for the creation of VoiceXML applications for Avaya Interactive Response (IR) and Avaya Media Processing Servers (MPS) as well as multimedia self service applications written for Avaya Voice Portal (VP) allows the care of a moving of applications from existing MPS, IR or VP platforms to Experience Portal with fewer rewrites. Enterprise application integration: Eclipse-based integration and extension points that allow external applications to easily interface and integrate with Orchestration Designer applications. Contact centre integration: Application design supported for Avaya Aura Contact Center, Avaya Aura Experience Portal, Avaya Intelligent Customer Routing, Avaya Proactive Outreach Manager, Avaya Media Processing Server, Avaya Interactive Response, Avaya Voice Portal and previous releases of Nortel Contact Center. Architecture Orchestration Designer is based on Eclipse and consists of two installable modules: self service module Latest generation of Avaya Dialog Designer that supports multimedia application design, simulation and deployment for all Avaya Self Service platforms. contact center module Based on the former Nortel Service Creation Environment for Contact Centre and supports the design of multimedia agent workflows and scripts for Avaya Aura Contact Center and previous releases of Nortel Contact Center. Westcon: Tell me About... Avaya contact centre Solutions Automated Experience Management 23

24 Features, platforms, protocols, interfaces Development Environment: Operating Systems:, XP, Vista, Windows 7 system requirements Dialog Designer Deployment Environment: Operating System: Windows Server 2003, Solaris 10, Red Hat Linux ES 4.0/5.0 Web Server: Apache Tomcat 5.5, 6.0, IBM WebSphere Express 6.1, 7, IBM WebSphere Application Server 6.1, y, Oracle Weblogic 10, 10.3, 11g JDBC database support for customer supplied databases/ drivers (Oracle, MS SQL, etc) SOAP/XML/WSDL Web Services Eclipse 3.5/3.6 VoiceXML 2.0/2.1 Browser CCXML 1.0 browser Telephony simulation environment Integrated SAPI ASR/TTS resources Optional MRCP connector to 3rd party ASR/TTS resources Video simulation Call flow builder Grammar editor Prompt and phrase editor Speech, IVR, and SMS templates Live application highlighting Multiple call flow support Multi-lingual support Enhanced call classification for answering machine, fax tone and voice detection Application logging tag with arbitrary data support Automated breadcrumb reports for mining of business intelligence Integration with web deployment environments through Eclipse plug-ins (Tomcat and WebSphere Managers) Retargeted platform and grammar support advanced capabilities data integration application development environment cti and platform support management, reporting support Pre-built computer telephony integration Pre-built contact centre (Avaya Interaction Center) Support traditional call centre integration with Universal Call ID (UCID) and User to User information (UUI) Multi-lingual call flow support with dynamic language binding Audio variable dynamic prompts available in 20+ languages (embedded dynamic prompts) Localisation bundles support for optional packages Application and integration simulation scripting Supports Experience Portal privacy feature Support for VoiceXML Object Tag and Sub-dialog (OSDM support) Easier integration of 3rd party sub dialogs Avaya CT with JTAPI 3.1 Avaya Interaction Center (IC) 6.1 or later Application Enablement Services 3.1 (AES) or later with JTAPI Application Enablement Services 3.1 (AES) or later with XCSTA through Web Services Integration Third party CTI Available through Pluggable Data Connectors and Web Services Integration Westcon: Tell me About... Avaya contact centre Solutions Automated Experience Management 24

25 Callback Assist (Self Service) The Callback Assist application provides callers with choices for their service experience when agents are not immediately available to take their calls. It announces to callers the estimated wait time and then offers to have an agent call them back, versus waiting on hold. In addition, callers can select either an immediate callback when an agent becomes available or a callback at their preferred available time and date, avoiding the inconvenience of waiting on hold. Callers that choose one of the callback options are prompted to record a message with their name and the reason for their call and then they are free to hang up. At the appropriate time, the Callback Assist solution initiates the callback with the contact centre agent and plays the recorded message. After the agent listens to the message, the callback is initiated and the agent is able to then assist the customer as required Interactive Voice Response system The Interactive Voice Response (IVR) application interacts with customers to offer the callback option and also presents / launches the callback request for the agent. web interaction application This application is used by the contact centre administrators to configure the Callback Assist solution and specify the desired performance parameters and options. database server System configuration and operational data are stored in this database server. Features & Benefits Enhance user experience: Callers have the ability to request a callback at a time convenient for them and cancel pending callbacks as needed. Users also have flexible callback options through voice, web and mobile devices. To further empower the user, this application also allows callback requests during out of hours periods. Improve contact centre operations: The application allows flexible configuration of tasks, such as callback scheduling, system retries and Estimated Wait Time thresholds. Adapt to different contact centre environments: Different contact centre environments adapt smoothly with easy-to-use web-based configuration, dynamic prompting and support for multiple languages. Support the creation of custom applications using Callback Assist services: Web Services API exposes a subset of features offering call flow functionality and uses the SOAP XML-based messaging format over the standard HTTP application protocol. SOAP has the advantage of being widely used, with clients available in most programming languages. callback assist reports generator Administrators and centre management receive usage and performance data. Westcon: Tell me About... Avaya contact centre Solutions SCHEDULE This technology provides the intelligent heart of the solution and coordinates the functions of all solution components. A utomated E xperience M anagement 25

26 Avaya Aura Proactive Contact Proactive Contact is Avaya s industry-leading outbound platform for creation and management of outbound campaigns and customer communications. Avaya Aura Proactive Contact offers superior voice detection and predictive dialing capabilities that alongside inbound/outbound agent blending help you improve customer satisfaction, increase agent productivity and maximise your return on investment. Key Benefits Deliver a better customer experience: Wow your customers by contacting them with timely services and information they value. Help solve problems before they happen. Reach business goals faster: Leverage outbound applications for: early collections, payment reminders, sales cross-sell/up-sell, renewals, alerts, reminders, customer surveys, and many more. Increase agent productivity: Holistic management, inbound/outbound agent blending, industry-leading voice detection and predictive dialing help eliminate agent downtime and improve efficiency. Ensure Regulatory Compliance: With industry-leading voice detection and patented Cruise Control call pacing, you can achieve regulatory compliance and your service goals even under the most stringent conditions. Key Features Call detection: Includes the fastest, most accurate call detection technology available in the industry, detecting the difference between live voices, voic systems and busy signals with up to 98.9% accuracy Predictive and preview dialing: Dials ahead of the agent, screening out answering machines and busy signals, only passing a live customer with customer data to the agent. Blending: Matches the best agent to business needs to significantly raise productivity. For example, during periods of low inbound traffic, idle agents can be re-assigned to conduct outbound campaigns. Proactive Contact includes a complete set of supervisory tools to create and manage campaigns and agent performance. The Proactive Contact Supervisor Suite features: Editor Includes easy to use wizards for creating and editing of campaigns. Users can also set up Do Not Call lists, schedule automation of repetitive tasks and define Agent Keys and Completion Codes for managing system messages. Analyst Provides historical reporting tools for analysis of customer service and agent performance trends across single or multiple systems. Health Manager Proactively communicates service outages to your IT and management allowing diagnosis of system issues and quick recovery. Monitor Provides real-time reporting on all systems, campaigns, and agents. Managers can make immediate changes to campaigns based on the results. Roles-Based Access Fully leverage outbound campaigns by creating roles that allow individuals access to select applications and system capabilities based on their needs and system knowledge. Westcon: Tell me About... Avaya contact centre Solutions Automated Experience Management 26