Advanced Multichannel Contact Management

Advanced Multichannel Contact Management Avaya Interaction Center White Paper June 2009 Table of Contents Universal Routing and Queuing...1 Media Blending...3 Personalization and Data Driven Routing...4 Customer Interaction Repository...6 E-mail Contact Management...6 Web Collaboration...7 Avaya Agent Desktop...7 Enterprise Systems and Applications Integration... 11 Workflow Design and Database Integration... 12 Conclusion... 14 Features and Benefits...15 Trends in communications are making multichannel contact management increasingly complex. Customers are no longer tied to single-line home telephones; rather we have a whole spectrum of communications devices and appliances (PC, PDAs, e-mail, web, IM, kiosks, ATMs) through which we seek responsive real-time service and problem resolution. As interactions become more multimodal and collaborative and other media such as e-mail and instant messaging adoption increases, it will be necessary for businesses to ensure proper selection of a scalable and extensible platform that helps simplify the move from voice-only interaction to a fully integrated multichannel customer interaction center. Avaya Interaction Center is an advanced multichannel contact management platform that simplifies and improves the routing and management of interactions across all communication channels; voice, e-mail, web self-service, web chat, browser-based collaboration, web callback, and Voice over IP (VoIP). Interaction Center (IC) helps businesses improve operations responsiveness, efficiency, and overall effectiveness of cross media channel sales, service, and customer interaction management initiatives. This paper provides a deeper understanding of the Interaction Center capabilities and architecture including detail on; universal routing and queuing, media blending, contact coordination and personalization, email and web contact management and web collaboration. It will also cover the latest in Interaction Center deployment options including server side applications integration and the latest web browser based agent desktops. Finally, we will conclude with how Interaction Center simplifies operations administration & management of your operations, and how graphical tooling environments like Workflow Designer and configuration wizards such as Database Designer simplifying integration of your contact center with the rest of your business. Universal Routing and Queuing A key to delivering an effective multichannel customer experience is deployment of a universal routing intelligence that leverages business rules to manage incoming inquiries and personalize delivery of contacts to the right agent with the right information the first time. white paper

Interaction Center contains a powerful centralized routing intelligence module called the Contact Engine. The Contact Engine is the media-independent routing engine that allows each and every voice, e-mail, or web interaction to be routed and personalized based on enterprise business rules and customer information. The Contact Engine intelligently manages contacts by accessing customer and enterprise data, such as channel type, customer value rating, or last agent handled, and applying business rules to determine the best available agent to take the contact. As a result, customers can receive highly personalized service consistent with enterprise business rules across all communication channels. If a customer sends an e-mail then follows up with a phone call to the organization, Interaction Center can route a contact with more immediacy as well as allow future agents to have full access and knowledge of the e-mail content. The Contact Engine also captures and collects all relevant customer information in real time and shares these data across systems and locations. By collecting and sharing customer information across systems, agents and communication channels, companies can provide better-informed, consistent and synchronized customer service. Data capture and coordination is accomplished via a shared data object called the Electronic Data Unit (EDU). An EDU is created for each interaction to record the cradle-to-grave history of that interaction, and allow each application and agent that interacts with the contact to access the shared data and contribute to it. The EDU and its role will be discussed in more detail later in this paper. As contact workflows are executed, the Contact Engine uses the EDU as input to business rules that define treatment based on items such as service level objectives, agent skill sets, or specific enterprise customer data such as account status. Businesses can also leverage the attributes of each communication channel to deliver more targeted and effective customer service. When further data is required for personalization, voice interactions can be qualified using telephony or integrated speech self service or IVR systems. E-mail interactions can be qualified using e-mail addresses, a customer ID or account number, as well as through natural language understanding of the e-mail content. Web collaboration requests can be qualified using methods such as customer login or the tracking of web activity by the customer. In each case, interaction-specific information is combined with customer profiles maintained by Interaction Center or other enterprise legacy, back-office and front-office data systems to decide how this interaction should be handled for this particular customer at this particular time.

Figure 1: Top level Interaction Center architecture. Voice, email, and other media contacts are universally managed via the Contact Engine that utilizes business rules and workflows to coordinate the match to the right agent to the right work regardless of agent location. Media Blending Interaction Center uses a two-stage process that logically separates the business rules dealing with the contact and media type from the business rules dealing with agent selection. The first stage of routing for a newly arrived contact occurs within the media connector. Interaction Center includes several media connectors including voice, email, web connectors. The media connector s role is identification. It identifies the caller or caller intent using techniques such as Automatic Number Identification (ANI) for Public Switched Telephone Network (PSTN) voice calls, caller-entered digits in an Interactive Voice Response (IVR) Unit, or the From or Subject fields in an e- mail header. In the second stage, the Contact Engine augments the media connector to route the contact to a logical agent group based on enterprise database inquiries and business rules that consider factors such as customer business value, agent skills, and customer contact history. As was mentioned earlier, the Contact Engine operates across all media types, so this routing decision can utilize the entire customer transaction and contact history in making contact treatment decisions. This allows the contact engine to make decisions such as this voice contact caller sent us an e-mail yesterday about a problem with his refrigerator, so we should route this call to the group that handles problems with major appliances.

The Contact Engine performs multimedia blending by controlling agent availability and agent assignment across the media connectors. Agent blending can be performed on a contact-by-contact basis, or an agent can be swung between voice, e-mail, and web interactions based on business rules such as time-of-day, service levels, or contact volume thresholds. Agent blending rules help further optimize responsiveness and operational flexibility. For example, agents can be assigned to service only one media type or several media types, based on a record of their skills. Additionally, blending can be controlled using business rules such as voice contacts cannot be interrupted by any other media types. E-mail contacts can be interrupted by web chat but not voice media types. In addition, Agents or groups of agents can be designated as single media, or unblended. The separation between business rules dealing with the contact and rules dealing with agents offers businesses two significant advantages. First, this capability allows Interaction Center to monitor agent activities for consolidated reporting, but leaves the interaction between the agent and the media routing rules untouched. Second, Interaction Center allows the use of native routing mechanisms within each media type, allowing contact centers to take advantage of the high performance routing capabilities of their traditional ACD or of other intelligence such as RDBMS-based routing for voice and other media types. Contact centers the can fully utilize their voice ACD agent groups and ACD routing tables to continue to handle contacts during the transition from a traditional voice call center to a blended multimedia contact center. Personalization and Data Driven Routing As mentioned earlier, the EDU is a shared data object for data capture and routing coordination and is the key to how Interaction Center can help a business deliver more personalized customer service. By collecting and sharing customer information across systems, agents and communication channels, contact centers can provide betterinformed and consistent service regardless of the medium or mix of media chosen by the customer. Used for collecting the real-time information, the Electronic Data Unit (EDU) is the mechanism that tracks and helps manage each contact, even if the contact is transferred from one contact-center location to another. Like the traditional telecom call detail record (CDR), the EDU is extensible to include details of the interaction: ANI, Dialed Number Identification Service (DNIS), caller s name, duration of the call, time the contact was received, agent s login ID, number of times the call was transferred, wrap-up information, etc. The EDU is also used as the data bucket to hold information for populating the agent desktop, including enterprise data such as account balances, customer address, last payment amount and date. If required by the contact center business rules, information gathered in the EDU may also be used to make routing decisions for subsequent customer interactions with the contact center. The Electronic Data Unit consists of: EDU ID an identification number that uniquely defines the contact. The number is created when a new contact is recognized. The time and date of creation, as well as the software process and the server that created the Electronic Data Unit, are used to guarantee uniqueness. EDU Data Table the information about the contact, from the time the contact is received until after the contact ends and the agent has completed wrap-up actions. It includes reserved system data as well as any customized information required by the contact center application(s) and reports.

Data is stored in text format and is grouped in pairs the name along with the data associated with the name {name, value}, such as {ANI, 5087872800} which represents the telephone number of the incoming call. The data table is composed of a sequence of these name-value pairs. The Electronic Data Unit has two other important features: Value History The ability to remember the history of the values assigned to different names. In this way, a name can represent a list of values and record when the value was set and by whom. An example of this is a credit card balance limit. Containers The grouping of values under a common name. Containers are trees of data within the EDU. They allow agents to store information about the contact without interfering with the next or last agent in the contact handling process. A set of standard containers are provided, but additional containers can be created to meet specific data-reporting requirements or applications. There are three primary stages to the EDU lifecycle; Creation Each and every telephone call, e-mail or web chat request results in the creation of a unique Electronic Data Unit. Every inbound and outbound contact has a unique Electronic Data Unit. Activity The EDU collects data from database inquiries as well as agents and updates the Contact Engine. Any application can read from or write to an EDU, as long as the corresponding EDU ID is known. The EDU module can pass the EDU ID to other applications and processes, thus informing other applications to ask for access to the EDU and the contact. This allows the call, and the data associated with the call, to be routed to other software processes in the network, even if they are geographically separate. For example, an enterprise database populates the customer s account balance into the EDU and based on a business rules decides to redirect the caller s phone call from the local general service team to a collections desk. Archiving EDUs remain in system for a configurable period of time after the contact has been terminated. Each time a software process creates, modifies or transfers an EDU, that process name is added to an internal list. Once there are no more interested processes, the EDU is archived to a centralized Customer Interaction Repository. The system maintains a database of inactive EDUs that can be brought back for fast retrieval or modification. This allows details from recent contacts and interactions associated with a customer s account to be used for routing purposes the next time the customer contacts the contact center. An example of this use might be routing a disgruntled caller to a special agent, especially if the satisfaction level of a caller is noted as part of the agent s wrap-up. The Electronic Data Unit software module also supports Publish and Subscribe. This allows Interaction Center to leverage customer data and contact history in the personalization of routing or updating of agent desktop displays. For example, the IC email and web media connectors subscribe to EDUs in order to be notified when a particular EDU changes. Workflows subscribe to the media connectors and are notified of any incoming contact. EDU data collected, via database inquiries or customer provided can then be used by the workflow to execute a routing or agent prompting decision. Agent desktop components subscribe to the media connectors and ask to be notified of contacts assigned to that agent. In addition, agent desktop components use EDU subscription to display EDU contents and updates as they occur.

Customer Interaction Repository A key strength of the multichannel Avaya contact center solution is that all communications data is collected and stored in a single common Customer Interaction Repository. The Customer Interaction Repository is the common collection point for all customer interaction and transaction data collected via EDUs and other processes. The repository features a common catalog of detailed customer data that can contain multi-channel data from Interaction Center and Interactive Response as well as ECH voice data from Avaya Call Management Systems (CMS). Operational Analyst Basic and Advanced Reporting tools as well as 3rd party business analytics environments can be used to report on data in the shared repository. All data in the repository, including any custom specific transactional or contact data stored within the EDU is available for reporting. Example data includes: Half hour interval data for Agent, Queue, and Service Class data from Interaction Center Detailed voice, email, and web collaboration data from Interaction Center Detailed speech and voice self service interaction data from Interactive Response Half hour interval data for Agents, Splits/Skills, VDNs, and Call Work Codes from CMS Detailed cradle to grave Call History data from CMS The Customer Interaction Repository allows a contact center operation to provide an integrated, consistent view of a customer and contact center activities, real-time and historical, across all communication medium, and across all contact center sites and locations. E-mail Contact Management Email Contact Management provides intelligent automated and agent-assisted response capabilities to manage high volumes of email efficiently. The email solution can drive down costs by automating email responses without the need for large numbers of live agents. Automatic responses, suggested responses, and auto-acknowledge can be triggered based on key words or natural language content analysis to determine the intent of the email. In addition, content analysis can be utilized for routing, filtering and providing suggested responses. Incoming email can be classified based upon the sender, the subject, or other criteria to create entitlements and route to appropriately skilled agents. These email messages are queued based on the skills needed to answer them and the availability of those skills. They are routed to agents in a predetermined order based on the contact center s current load and agent skills available. The email management system uses business rules to ensure service level. The agent desktop interface allows developers to design templates, agent resources and suggested responses to maximize the productivity of agents handling email. For additional information on Email Contact Management, see the Avaya Interaction Center White Paper Intelligent Email Management.

Web Collaboration Web collaboration and contact management allows companies to augment their web-sites and ecommerce applications with direct web-based access to customer service resources, thereby increasing browse-to-buy ratios and overall customer satisfaction and retention. By allowing customers to get more done while they are on the web, the costs of later calls with long talk-times can be reduced or eliminated. Integrated e-mail and web contact management allows companies to create a engaging and consistent experience customer experiences across web and voice self service as well as business and contact center operations. Interaction Center includes extensive support for integration of web collaboration within a contact center. Web self-service capabilities include the management and presentation of frequently asked questions, knowledge-base access, and full-text search capabilities. In addition, contact centers can design means to track customer selfservice activity via a patented technology called Avaya DataWake. DataWake can be programmed to capture and track specific online customer activity within an EDU so the context of the customers online browsing can be delivered to agents for follow up or used to better personalize routing and workflow decisions. All web interactions are centrally routed to contact center resources through an IP-based WebACD that provides a sophisticated matching of skill availability and media type. When a chat or other collaborative session is initiated by the WebACD and additional data is gathered and delivered to an agent as part of their screen pop. Contact center agents can collaborate with customers by synchronizing their web-browsers, seeing the web pages that customers are viewing, pushing new web pages to customers to assist them, and collaborative form filling. The consolidated multichannel Avaya Agent desktop displays and organizes all the agent tools necessary to handle chat, e-mail, voice, web-browser collaboration, as well as inter-agent and supervisor communication. The agent desktop also provides agents with the same knowledge resources provided to customers, resources that can be used in web-collaboration sessions and when responding to e-mails. Avaya Agent Desktop The Avaya Agent Desktop provides a standard customer-relationship interface optimized for support of voice and other media contact management. The Avaya Agent Desktop is perfect for large organizations seeking a single high performance, customizable interface from which to train agents and deploy enterprise wide. Interaction Center offers businesses a choice of Agent Desktops from the more traditional desktop to a fully web browser-based desktop that offers that latest in integrated contact management and context based controls to maximize agent efficiency. Interaction Center Agents can be supported via more traditional client desktop, browser-based thin-client deployments, or a mix of the two. The more traditional desktop is implemented in Visual Basic to take full advantage of the extensive range of ActiveX components and functionality. The web browser based Agent Desktop further enhances agent productivity and deployment flexibility. The web Agent Desktop utilizes standard web browsers over the existing IP network for login and access to contact management and call controls. This architectural flexibility offers businesses the opportunity to leverage existing investments in client/server applications while further lowering ownership costs as businesses expand to new locations and remote facilities. Both traditional and thin client deployments are driven from the same core

application servers maximizing server side feature commonality. The primary features of the web browser-based desktop are: Integrated contact handling across the voice, e-mail, and chat channels Consistent, repeatable, logical UI behavior while handling work across the channels One work list for all assigned voice, email, web chat interactions Context-driven controls and data displays to maximize user interface efficiency Mouse-less operation Both desktop options utilize and share the same Interaction Center workflow intelligence, customer data and transaction history, telephony server, IVR, application servers, database and schema. Agent administration is managed via the Interaction Center Manager console regardless of the type of desktop interface deployed to the agent. This allows a business to centralize and standardize routing workflows and business intelligence to a single common point of management and administration. Updates or new workflows can be designed, deployed, and managed via centralized operations, thus reducing location-specific support and staffing requirements. The Avaya Agent Desktop can be programmed to display nearly any form of data and communications controls from the status and context of the interaction, to prewritten agent scripts, to context based controls based on the contact media type. The Agent Desktop also allows triggering of specific workflows to override or supplement default actions. For instance: Clicking a button to create a new record may run a business rule that automatically populates certain GUI fields. Changing a call status may result in other actions such as an e-mail automatically being created and sent to the customer. Customer searches, such as searching for all contacts assigned to the user s login ID, can be automated via tagging a workflow to the search button. An update action may in turn perform a second update action on a different back-end system. Business rules can screen-pop additional windows and controls to other enterprise applications to speed agent execution. The layout of the windows, tabs and controls on the agent desktop are fully customizable via open Java and web services APIs. These standards-based APIs allow the desktop to directly receive events and access shared EDU data. The Agent Desktop can be configured to run with any open standards based enterprise or CRM application, proprietary applications developed by IT, 3270 interfaces, web-browser-based applications, and thirdparty front-office and back-office applications. Workflows and customized desktop controls are developed and deployed using Workflow Designer described in more detail later.

Figure 2: The browser base Agent desktop offers integrated contact handling across the voice, e-mail, and chat channels. Agent uses one work list for all assigned work. As an agent selects a work item, the context-driven controls and displays adapt to maximize agent efficiency. Administration and Management Once Interaction Center agent desktops and servers are deployed, it is not necessary to retain local IT resources to rebuild or reconfigure these resources to change business rules or system behavior. Services and servers can be reconfigured and reset remotely. The status of Interaction Center services, data, and servers as well as agent skills and activities are monitored through a single centralized administrative interface. The Interaction Center Manager desktop is a Java-based administration tool that provides centralized administration and configuration of software and system resources. Servers can be distributed across multiple sites and can be grouped into different domains for addressing failover and redundancy requirements. IC Manager also does alarm monitoring to ensure the health of the system. Redundant and fail-over configurations can be established and configuration information is automatically distributed. All services provide standard alarm generation in response to unusual events that can be centrally monitored.

Figure 3: IC Manager offers a single interface to configure agents on a per agent basis, by tenant or workgroup, or system wide. Many agent properties used to reduce implementation costs, defined from best practices of 1000 s of installations Diagram 4: IC Manager simplifies administration of multi-site operations. Supervisors can stop, start, and configure services failover options via a single interface. Roles based permissions management allows administrators to define permission settings to enable remote supervisors control and access. 10

Diagram 5: IC Agent Editor is used to manage agent contact data as well as configure agent media channel media and task workload. The flexible interface supports per agent allocation of work item inputs allowing administrators to specify task load based on agent experience level. Enterprise Systems and Applications Integration Interaction Center supports extensive voice, email, and web systems integration through its core set of media connectors. In addition to email and web, Interaction Center also includes a voice connector that allows automatic call distributors (ACDs) and voice response systems (IVRs) from most major vendors to be fully integrated and managed via the Interaction Center Contact Engine. The Contact Engine manages and shares data across telephony systems, IVRs, and live agents, providing contact routing and data-driven personalization, cradle-tograve call reporting, and management of all CTI components and switching systems. Modular integration allows traditional voice-only call centers to be easily extended to handle web, e-mail and other communication channels while still allowing companies to leverage existing ACD investments in sophisticated voice call routing techniques. Existing voice only agents can also benefit from the visibility of customer interaction histories that include web self-service and ecommerce, web and e-mail interactions whether handled automatically or by other agents. Interaction Center allows tight integration between legacy systems and the contact center via an enterprise dataaccess layer which allows access to relational databases, external data, legacy data, and transactional systems. Data access and associated business rules are defined in the customization environment and are then accessible by workflows, agent scripts, and all business applications in a common way. This allows Interaction Center to be fully integrated into enterprise environments so that business data can drive customer interactions and agent behavior. 11

Interaction Center includes support for market leading enterprise operating systems, middleware, and applications from IBM, Siebel, Oracle/PeopleSoft, SAP, and many others. Open standards interfaces allow developers to easily integrate contact center workflows with internally developed applications. Figure 6: The core Interaction Center platform ships with prebuilt integration to the latest Siebel CRM applications. Pre-built, pre-tested connectors to other market leading enterprise and CRM applications are available from Avaya and certified Developer Connection Partners. Workflow Design and Database Integration Interaction Center includes a comprehensive development environment for extensive customization of the entire environment. Developers can design workflows, business rules, data models, agent desktop layouts, as well as integrate databases, applications, and other external systems to specifically conform to business processes and business needs, all without requiring low level programming. Interaction Center Workflow Designer lets developers assemble flowchart-like workflows from pre-built, pre-tested component building blocks. Customization is performed through a graphical drag-and-drop interface and the resulting business objects are maintained centrally within a centralized repository with automatic distribution to the IC services and modules that use this information. Workflows can be designed for contact routing and agent prompting. The router component package includes a library of pre-built workflow components that help simplify design of routing rules that leverage unique enterprise and contact center data such as contact history, transaction history, account status, customer profile, and call center load. The agent prompter component package includes a set of pre-built workflow components that can help guide agents through a series of screens to accomplish work such as customer surveys, order entry, and cross selling questionnaires. 12

All workflows, business rules, and scripts are centrally managed through a centralized repository, and are accessed and distributed automatically. Specific workflows can be invoked when defined events are triggered. A workflow can be designed to do a database lookup, access key data within an enterprise or CRM application, or to execute a series of custom business rules to determine the action to be taken on the contact. All relevant contact information is captured in the EDU, which is then stored in the Customer Interaction Repository at the end of the interaction. Extensions allow workflows to access any of the major RDBMS or other ODBC-compliant sources. Data can also be accessed from any legacy source using the Legacy Data Server and the associated integration API. Workflows can also access any of the servers within the Interaction Center framework. Agent scripting workflows are delivered as a sequence of web pages on any agent desktop through the Agent Console or any appropriate web-browser. Figure 7: Workflow Designer is used for rapid development of custom interfaces to enterprise applications. It is packaged with integration tools and connectors for open standards integration in XML, COM, CORBA, and others. Figure 7 shows a typical Workflow Designer session. The component library on the left shows a sample set of available building blocks. Developers can drag and drop blocks from the library into the work area from which they can configure workflow properties. Each block has many properties that can be configured by the designer. Component properties and values are utilized to produce customized business logic which is executed by Interaction Center once the workflow is deployed. Blocks can set or get values in flow-level variables to pass information from block to block. These flow variables can be any of the basic types and also refer to fields in the EDU. The window in the bottom right shows the properties for the selected block or workflow. When there are a large number of properties, they are grouped into different tabs. The output window in the bottom shows the output of the compile process. Database integration is accomplished via Database Designer. Database Designer simplifies modification of the data model, the application interface, and business rules. Using Database Designer, developers can decide which table fields are visible on the agent desktop interface. The data model defines the tables, table fields, and relations that 13

define the relational database aspect of the application while the application interface displays field information from the data model. Business rules determine how the application responds when you click a button or specify values on the desktop. Once the data model is deployed, Database Designer can automatically adjust the database schema and update the Meta tables in the database to reflect the new design. All agents automatically get the modified application client the next time they login to the system. Mapping rules that specify how the Customer Interaction Repository should be populated from EDU contents can then be altered to supply necessary information to go into the extended data model. Figure 8: Database Designer includes packaged connectors for SQL, Oracle, DB2, and ODBC compliant databases. The tool allows business logic to be applied independent of the database type, simplifying migration. Mapping rules to leverage external data where it lies without requiring custom development of program interfaces. Conclusion Businesses continue to see increased demand for higher quality, consistent service. Contact centers must be designed to deliver comprehensive and integrated support for all interaction types with the requisite back-end integration and capabilities that provide the necessary foundation for a true multichannel customer interaction center. Achieving a superior customer experience requires a high level of integration with existing business processes and operating models that can only be done with a platform that provides the right support for multichannel contact management, open standards, multivendor switching systems, and extensive business applications integration. 14

Features and Benefits Features Description Benefit Contact Engine Coordination Contact Engine Personalization Consolidated Interaction Repository and Reporting Centralized Customization and Administration Record every aspect of each customer interaction from arrival to completion Share data in real-time across distributed web, telephony, database, legacy, and desktop systems Common media independent workflow and business rule engine Automate interaction flows, and route interactions to appropriate resources Generate personalized agent scripting based on customer specific requirements Access customer profiles, customer history, and external/legacy data to personalize routing Consolidated repository of all recorded customer interactions across all channels Comprehensive reporting, including ad-hoc, business reporting, and On-Line Analytical Processing (OLAP) analysis Centralized customization of all workflows, rules, data models, screens, web-pages and dataaccess Allows all distributed services to be centrally managed with redundant configuration and automatic alarming Increase customer satisfaction by providing applications and agents with up-to-the-minute customer information Lower costs through automation using shared data and screen-pops Deliver consistent customer service by applying common business rules across all communication channels Increase customer satisfaction by managing each interaction based on individual customer information Increase revenue through consistent and personalized cross-selling/up-selling across channels Enable business optimization with cradle-to-grave tracking Empower management through improved information consolidation, accessibility, business-factor analysis Allows flexible and rapid response to changing business needs Reduces system management costs Increases system availability 15

Features Description Benefit Enterprise Applications and Database Integration Avaya Agent Desktops Multivendor CTI Integration Web Collaboration E-mail Management Provides common data access layer for integrating relational data, external systems, legacy data and transactional environments Provides an application independent browser-based agent desktop framework Presents interaction context and scripts and integrates phone, e- mail and web controls Browser based integrated media desktops with context based controls Integration with a complete range of third-party ACD and IVR platforms from leading vendors Scalable to large and multi-site operations Integrated web self-help, collaboration, and scheduled callback DataWake technology Integrated data collection and reporting Natural language content analysis, rules-driven automated response Predefined agent selectable scripted e-mail responses Integrated data collection and reporting Increases productivity and customer responsiveness by making the right data easily accessible Increases customer responsiveness and agent efficiency through common customer relationship information presentation and screen pop across channels and applications Browser based options simplify and speed deployment Integrated media and context based controls increase agent productivity and reduce desktop footprint. Extends multichannel benefits to traditional voice call centers Lower ownership costs via deployment of a single enterprise-wide platform Increases online revenues and customer satisfaction Provide integrated online contact center support to web transactions and web enabled business processes Reduce service costs via automated e-mail response and personalized routing Improve responsiveness and revenues through standardized agent e-mail response 16

About Avaya Avaya is a global leader in enterprise communications systems. The company provides unified communications, contact centers, and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, customer service and competitiveness. For more information please visit www.avaya.com. 2009 Avaya Inc. All Rights Reserved. Avaya and the Avaya Logo are trademarks of Avaya Inc. and may be registered in certain jurisdictions. All trademarks identified by, TM or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc All other trademarks are the property of their respective owners. 06/09 GCC2702-01 avaya.com