610 - Maximizing Your Avaya Contact Center Elite Mul;- Channel (EMC) Or Contact Center Express (CCE) Solu;on Investment

Transcription

1 610 - Maximizing Your Avaya Contact Center Elite Mul;- Channel (EMC) Or Contact Center Express (CCE) Solu;on Investment Matthew Fitzwater Viable Resources

2 EMC/CCE Overview EMC/CCE Multimedia Channels EMC/CCE Plug-ins EMC/CCE Customizations

3 Why two different product names? Avaya announced the end of sale for Avaya Contact Center Express 5.x in Avaya introduced the new version of CCE 6.x called Avaya Elite MulJ Channel in Customers that currently have CCE 5.x or earlier can easily upgrade to the current release of Avaya Elite MulJ Channel (EMC).

4 What is EMC/CCE? Avaya EMC/CCE is MicrosoO Windows- based sooware suite that enables companies to turn one- dimension call centers into powerful mulj- media 'contact' centers. Using the capabilijes supported by your Avaya Call Center Elite CM, EMC/CCE allows your customers to make contact in muljple ways such as Phone, , Web Chat or Outbound. Your customer communicajons to you will be treated exactly the same as a tradijonal phone call. The Work Item will be placed in a priority queue and distributed to an agent via best skills roujng of Avaya CommunicaJons Manager.

5 EMC/CCE Desktop The EMC/CCE Desktop is the primary display point for all telephony acjvity The call bar has the following main components Menu Bar Toolbars Work Item Notes Session Notes Status Bar

6 Desktop Main Screen (1 of 3 ) Top First Toolbar Top Second Toolbar Bo_om Toolbar

7 Desktop Main Screen (2 of 3 ) Bo_om Toolbar Status Bar ConnecJon StaJon Agent Error Log

8 Desktop Main Screen (3 of 3 ) Document Forms are used to present informajon to the agent and may be: FloaJng Docked to top, bo_om, sides or center of host applicajon Auto Hidden Tabbed

9 EMC/CCE Desktop User Toolbar Login/out Aux Work AOer Call Available Message WaiJng Indicator Call Forward The User Toolbar provides Agent and Telephony control Login and Out Workmodes AuxWork, AOerCallWork and Available modes Message Wait Indicator Call Forward Send All Calls Send all calls Reason Codes

10 EMC/CCE Desktop - Telephony The Telephony Plug- in provides call control Dial DTMF Tones Answer Hold/Un- hold Drop/Release Transfer Conference

11 EMC/CCE Desktop - Telephony The tabbed forms act as the line appearance and the acjve call can be changed by selecjng an available form. The format of the form may be customised by a developer.

12 Work Item Documents Work items themselves are delivered as a tabbed document window. Agents can handle muljple work items at once so they can leave s to one side as they handle other priority contacts

13 Work Item Auto Text The AutoText plugin will insert predefined text. The text may be grouped and contain sub topics. Each different group of text may be assigned to different work item types such as an , Web Chat or Preview Contact Outbound.

14 Work Item Work Codes Work Codes enable the agent to apply a disposijon to the work item. The Work Codes are easily created in the EMC/CCE Control Panel and are assigned individually to each queue. The Work Code Reports can be retrieved by using the EMC/CCE ReporJng Tool.

15 Work Item Work Notes Work item Notes are sidebar notes that remain associated with a work item. Each Agents ID and Date/Time are recorded and enable a history to be built up.

16 EMC/CCE MulJmedia EMC/CCE Desktop provides the interface for agents to receive the following muljmedia contacts Preview Contact Outbound Campaigns Simple Messaging MSN Instant Messenger AOL Instant Messenger SMS Text Messages Web Chat Google Talk Office Communicator All contact types are handled through a simple, easy to use common interface. MulJmedia work items are queued to skills just like a customer calling into your call center.

17 Work Items Once the phantom call has been answered, the work item s appropriate plug- in capabilijes are enabled. In this case the capabilijes are: Close Reply to sender Reply to all Forward Forward to SME Suspend Send A_ach File

18 Preview Contact Outbound Outbound Campaigns are loaded and configured to be delivered to specific skills Work Items The Preview Contact Outbound work item provides the following seings for when the work item is delivered. No AcJon Preview Contact IniJate Contact

19 Simple Messaging Work Items Simple Messaging Includes the following types of work items Web Chat SMS Text Messages MSN Instant Messenger AOL Instant Messenger Google Talk Office Communicator

20 EMC/CCE Plug- ins AddiJonal plug- ins are provided with EMC/CCE Desktop and can be setup with li_le effort. Agent History Plug- in Directory Plug- in Presence Plug- in Wallboard Plug- in MS CRM Plug- in iclarity Plug- in ReporJng Plug- in Supervisor Plug- in

21 Agent History Plug- in Agents can search by Agent ID, Days old, Work Item State and Media type. The Agent History Plug- in can be used to view original Work Item

22 Directory Plug- in The Directory plug- in uses the EMC/CCE Contact Database to provide both a telephone number and directory. The Directory is searchable and enables entries to be grouped for faster searching.

23 Presence Plug- in The Presence window allows an agent to monitor the telephone acjvity of other call center agents or staff they work closely with. The Agent can right- click on an entry to Call, Transfer or Conference a user s stajon listed in the window.

24 Wallboard Plug- in The Wallboard Plug- in displays real- Jme and stajsjcal informajon on VDNs, skills and agents in a marquee window. Thresh- holds can be setup to manipulate the wallboard under certain circumstances.

25 MS CRM Plug- in The MS CRM plug- in allows the agent to view and edit MicrosoO CRM contacts and accounts when incoming work items are received. It also allows an administrator to create rules that automajcally perform acjons on MicrosoO CRM call events.

26 iclarity Plug- in The iclarity plug- in provides Road Warrior (VoIP) or Telecommuter speech modes. This enables the user to eliminate the use of an Avaya Phone set or Avaya IP SoOphone to register the extension for EMC/CCE to monitor

27 ReporJng Plug- in EMC/CCE ReporJng allows you to generate the following reports: Real- Jme Reports Real- Jme Agent Real- Jme Device Real- Jme Queue Real- Jme VDN Historical Reports Agent Reports InteracJons Outcomes Programs and Schedules Split Skill VDN

28 The Supervisor Plug- in provides the ability to monitor groups of agents The Supervisor Plug- in also provides the ability to perform the following on an agent s monitored phone. Join Call Join as Coach Service Observe Supervisor Plug- in

29 EMC/CCE CustomizaJons EMC/CCE Can Provide a SoluJon for You! AddiJonal Development and CustomizaJons we can provide. Screen Pops Custom Phone or Desktop Interface Custom EMC/CCE Desktop Plug- ins Custom Windows Services, Web ApplicaJon Interfaces or Web Services

30 Custom Screen Pops Include: Custom Screen Pops SalesForce.com Siebel Heat API and SDK interfaces Custom Web App. screen Pops Thick Client communicajon with DDE and.net remojng

31 Custom Phone or Desktop Interface Complete Custom Desktop developed using the EMC/CCE Toolkit

32 What is a Desktop Plug- in EMC/CCE was developed using what is called a Plug- in architecture. This enables us to develop and add virtually any addijonal funcjonality to the Desktop or Windows Services. This could be anything from a custom bu_on that performs an addijonal task to a fully customized integrajon with a 3 rd party API or SDK Some Examples include: Supervisor Dashboard enhancements. Custom Reports Visual Service Observe Call Recording Interfaces Virtual Agent Plug- ins

33 Custom EMC/CCE Desktop Plug- ins Some Examples include: Supervisor Dashboard enhancements. Custom Reports Visual Service Observe Call Recording Interfaces Virtual Agent Plug- ins

34 Custom Windows Services, Web Services, or Web ApplicaJon Interfaces Some Examples of other customizajons include: Click to Dial services Custom RouJng Custom Call Back Web Services to expand on EMC/CCE FuncJonality Web ApplicaJons to enhance the user experience such as an Manager, Preview Contact Outbound Campaign Manager, and various other tools that fill the void where EMC/CCE leo off.

35 Thank you for attending. Please remember to complete your evaluation of this session Maximizing Your Avaya Contact Center Elite Multi-Channel (EMC) Or Contact Center Express (CCE) Solution Investment