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IP Office Contact Center

IP Office Contact Center . Technical Feature Overview and Uses Cases. Objective of SE/Partner IPOCC Demo Package. Empower the SE and Partner Community to: Articulate briefly IP Office Contact Center advantage Build out a IP Office Contact Center Server with initial configuration

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IP Office Contact Center

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  1. IP Office Contact Center Technical Feature Overview and Uses Cases

  2. Objective of SE/Partner IPOCC Demo Package Empower the SE and Partner Community to: • Articulate briefly IP Office Contact Center advantage • Build out a IP Office Contact Center Server with initial configuration • Customize initial configuration with demo specific task flows, IVR scripts • Present impactful demo of IP Office Contact Center main functional areas • Agent Experience • Supervisor Experience • Administrator Activities including basic knowledge flexibility to customize all aspect of the system

  3. Avaya IP Office Contact Center 28th February

  4. Avaya Midmarket Collaboration SolutionSimple, Powerful & Affordable Collaboration Contact Center Networking Security

  5. Avaya Contact Center Solutions for IP Office Avaya Contact Center offersbased on Avaya Aura Avaya Aura Contact Center Suite for Midsize Enterprise (AACC-M) Avaya Aura Call Center Elite for Midsize Enterprise (Elite-M) • Primary Competitors: • Genesys • Cisco • Interactive Intelligence • Altitude Suite-based enterprise features (HA, session mgmt.) Integrated advanced applications Avaya Contact Center Select GA June 24 • Competitors: • Cisco UCC-X • Interactive Intelligence CIC • Aspect • Shoretel • Genesys Express • Huawei • Shoretel • Etc. • Primary Competitors: • Genesys Express • Cisco UCCx • Altitude • Presence • Huawei • Primary Competitors: • Genesys Express • Cisco UCCx • Altitude • Presence • Huawei Avaya IP Office Contact Center GA Feb 28 Multi-channel • PrimaryCompetitors: • ShoreTel • Voxtron (BT) • Altitude • Presence Contact Center Solutions for IP Office Voice 100 30 50 250 400 5

  6. What Are We Launching? Avaya Contact Center Solutions for IP Office Multichannel Innovation Built for Small and Midsize Business. Customers and prospects Inbound Small and midsize Business Outbound Build Satisfaction& Loyalty… Build Lifetime Value… One Interaction at a Time…

  7. IP Office Contact CenterPowerful features • Real time & historical reports • email/web/voice transactions • Powerful, customizable agent desktop • click to call, multichannel view etc • Call recording for every Agent and Supervisor • Improves agent performance, eliminate conflicts • Built in IVR promotes self service • Reduce agent handle time Supported in US, Canada, UK, Australia, New Zealand, India (English only)

  8. IP Office Contact Center Configuration OptionsSold as software – ISO or OVA

  9. IP Office Contact CenterTerminology • Task - Represents a customer telephony call, email or chat • Topic - Media independent route point, essentially a virtual device that can receive multiple, simultaneous calls for redirection via a Task Flow. Tasks are queued at the Topic level first. • Task Flow (Call Flow) – A progression of steps to determine the routing of a task coming into the Contact Center. This “script” contains a beginning, logical steps based on system and call specific elements and a destination. This is presented graphically in the contact center system. • Agent Group / AG– Provides destination point for tasks in which agents can log into to receive the tasks. The system accepts the task as a Topic which follows the task flow ultimately sending the task to a free agent in the agent group. • Team - Alist of agents configured in a team, used for reporting • Wrap Up – Equivalent to After Call Work, it is the time an agent uses to complete work between calls • Text Block - Homogenized responses for increase productivity. Once created, Text Blocks can be used in templates or assigned to Topics and be offered to agents when editing a message belonging to that Topic

  10. System Configuration & Setup 1. Step Collect the customer data in an Excel template 2. Step Install software 3. Step Import the customer data and test standard features Custom Setup Make customer specific configuration Core System: Windows MSI setup unattended or VM-Ware template Clients: Windows MSI setup unattended Clean System IP Office Contact Center Excel Depends on About 1 h for 20 Agents Depends on the customer requirements The system configuration will be defined in a special prepared Excel file according to the customer requirements The software will be installed with Windows standard setups (MSI) routines bundled in setup wizard. The collected system requirements will be imported. The system is operable and can be tested with standard call/task flows and standard announcements. According to the business process of the customer the call/task flows will be implemented via the Phoenix drag & drop task flow editor and the IVR editor

  11. Step 3 - Easy Tools to Deploy Initial SystemBased on Customer Needs Customer Data input spreadsheet Task Flow Layouts

  12. Agent Desktop Features and Functions

  13. Agent Applications Home– Landing page after login. Contents is configurable with a subset of real time statistic elements Telephony - Application where Agents process calls and view customer information. Can preform actions like pickup calls from other Groups and topics; review and call back abandoned calls Email - Application where Agents process emails Chat - Application where Agents process chats

  14. Agent Screen – Customized View • Customize to Team or Agent Group standards • Add real time information relevant to Task Flows and Skills • Personalize the AgentUser Interface

  15. Agent User Interface – Minimized view Sidebar View • Minimizes as a fully functional side bar allowing for other PC work to continue • Expand, contract or maximize to larger User Interface as needed Agent Status per Task Task type – Audio, Email, Chat Expanded View Full Call Control

  16. Agent User Interface – Telephony View • Full agent control: • Sign in/out Agent Groups • View history • View Customer Details • Customizable to define size and information visible • Access to available Tasks and Media functions • Organize views in tabs and make use of hyperlinks • Integrated Internet Explorer option for Call Data driven searches and/or access to web ticketing

  17. Email Processing Answer, create, postpone and forward Integrated address book Text blocks definable to assure high quality answers and speed Channel prioritization and definable workload per Agent

  18. Agent User Interface – Chat View • Integrated Chat • Answer, create, postpone and forward • Auto respond with Pre-Defined Text messages to assure high quality answers and speed • Integrated address bookand customer database • Channel prioritization and definable workload per Agent

  19. Agent Desktop Live Demo

  20. Supervisor Desktop Features and Functions

  21. Supervisor Applications Real Time Information– View, manage& configure real-time Contact Center statistics Reporting - Manage, configure &view historical, counter based Contact Center statistics Agent Status Report - Configure & view statistical information about agent activities that are not concerning call or e-mail handling. Contact Details Report - Configure and view statistical information about single contacts (calls or e-mails).

  22. Supervisor User Interface • Supervisor can remotely log on/off and sign on/off agents from Agent group (remote functions) • Supervisor silent monitoring • Fully customizable, Feature rich interface • Coaching functionalities • Reports comparable with integrated reports like CMS • Pickup and delegate calls

  23. Real Time Information Overview of contact center status Individual monitoring screen with integrated telephony function Information available for agents, team leaders and supervisors Waiting queue of all tasks including Email & Chat Service level information

  24. Real Time Data • Agent state per Agent Group/Team • - Integrated Telephony functions • - Remote login/logoff, sign on/sign off • Waiting queue of all channels including • Emails and Chats • - Lists of waiting calls/emails… • - Service level • - Thresholds

  25. Statistics Counter based reports • Configurable parameters per report • Timescale • Duration • Counter type (agent, topic, media) • Report type (manual, automatic) • Individual reports • Predefined Reports Call based reporting • Contact evaluation • Customer history • Agent history

  26. Historical Reporting • Statistics • Counters available for topics, agents, AG, team, … • Export to Excel (optional automatic use of customer defined macro) csv, pdf, rtf • Send Reports via Email • Output with defined resolution (minutes, hours, days, weeks… ) • Defining of period (start stop, day of week) • Scheduled (automatic) or cyclical statistics

  27. Agent Status and Contact Details Agent Status Report: Non-Task related events Contact and Customer Details Report

  28. Supervisor Interface Live Demo

  29. System Call HandlingOperational Overview

  30. IP Office Contact CenterInbound Call Handling Overview (Topics and Call Flows) • Call is received via IPO and forwarded to IPOCC via SIP extension. • Incoming customer calls/tasks trigger a Topic by using the Topic designation (e.g. Sales = extension 7000, sales@company.com or chat to sales@company.chat) • IP Office Shortcode (e.g. 70XX) redirects the call to the IP Office Contact Center • Email and Chat use internal SMTP and Chat client services • Each Topic is linked to a Call or Task Flow • Task Flows determines the routing of the call or task • Task Flows have a start, routing logic and a destination • Destinations are Agent groups, External Destinations, IVR, other topics, etc.

  31. Topic; Agent Group; AgentConfiguration Demo

  32. Administrator Screens Features and Functions

  33. Administrator Applications Dialer - Configure outbound dialer jobs &campaigns Configuration - Configure main Contact Center elements UI Configuration - Configure & assign Contact & Menu Bars, Home & Telephony features Email - Configure email (UMR) core components Text Blocks - Configure blocks of text used for Email auto reply templates Task Flow Editor - Configure Contact Center routing rules IVR Editor - Configure IVR scripts, Announcements & user response Address Book - Configure address book access and availability to Email

  34. Administration Landing Screen • Aggregated contact center services and elements (per tab) • Configured system connections and system services • Define Agent, Agent Groups, Teams and Topic views • Set country and manage customer data base • Define and manage announcements

  35. IP Office Contact CenterTopic Configuration Change picture • Topic are associated tasks by • Extensions for telephony i.e. 4357 • Email addresses for Email Tasks (sales@mail.company.com) • Instant Message IDs for Chat (sales@chat.company.com) • Topic are used to present tasks to acall flow associated with the topic • Unlimited Topics can be defined • Set Skill levels needed for topic • Set routing order and availability

  36. IP Office Contact CenterAgent Group Configuration Change picture • Thousands of agent groups can be defined (5-10 are commonly used) • Each agent can be member of up to 120 agent groups (per media type) • Each Agent has its own level or priority assigned to the agent group (1-60) • Distribution rules for an agent group: - priority- in the same priority level: longest idle time • Agent Groups are the destination fortopics after call routing logic is complete, tasks are queued and presented to agent when available.

  37. IP Office Contact CenterAgent Configuration • Any number of agents can be defined, but only the licensed number can be active • Assign Agents to Agent Groups and teams • Set agent multi-channel access • Set agent skill level • Each agent can be member of up to 120 agent groups (per media type) • Set priority level for assigned groups • Define privileges and authorize access to system elements such as topics

  38. Task Flow EditorTask Flow Menu Choose Destination Define Condition! Identify Source!

  39. Task Flow EditorExample Structure Change picture to call flow from training session/demo setup

  40. IP Office Contact CenterInteractive Voice Response (IVR) Overview • Self Service Component (IVR) with a graphical script editor built in • Touch tone (DTMF) capabilities by default. Text-to-Speech available from Microsoft or can use Nuance with additional cost (Speech Recognition can be done via Nuance) • Access to standard ODBC enabled data bases • Option to play plain announcements only (non interactive, no touch tone)

  41. IVR Editor • Graphical tool forbuilt in Self Service Component (IVR) • Announcements (.wav) PCM-coded • DTMF recognition (also: fax recognition) • Voice messages • record (silence detection) • Email, delete • Routing • Access to ODBC enabled databases Drag Drop elements to build highly productive and sophisticated IVR interaction using recorded or Text to Speech Announcements, data base queries, system or call specific events and much more

  42. System Configuration Live Demo

  43. IP Office Contact Center Solutions – Sales Track    • www.avaya-learning.com Log in using SSO credentials • Pre-requisite: IP Office SME sales credential. • Earned by completing on line assessment 2S00010A. • IP Office Contact Center Course: • 2M00100O Selling Avaya Contact Center Solutions for IP Office • Duration: 1 Hour • Online Tests (to earn APSS – IP Office CC Sales Credential) • 2M00001A Selling Avaya Contact Center

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