Contact Center Trends & Collaboration Environment

1. Contact Center Trends & Collaboration Environment Terri Patrick – Solution Specialist, Western Region Bret Lathrop - Senior Director, Contact Center Practice

2. ...in our time together • Trends • Enabling Next-Gen Customer Experience • Approach and Use Case Examples

3. Now-Gen, Mobile, Connected World More Access Connected Cars & Planes Wearable Technology Always Aware More Influence Digital Kiosks

4. Companies Need Ways to Stay Aheadof Customer Expectations Greater Visibility and Control Deliver Better Omnichannel Service Improve Proactive Engagement Create New Opportunities to Grow Revenue Improve Satisfaction and Loyalty Improve Customer Lifetime Value

5. Contact Center Managed Services Contact Center Pillars: Customer Experience BI & Analytics CRM Integration Multi-Channel Admin & Monitoring Self Service Work Force Optimization Scope of Offering Contact Center Foundation • Enterprise Vendor Management • System Admin & Move, Add, Change • Software Release Management • Backup & Configuration Management • Monitoring – Basic Health Contact Center Application Support • Custom Application Restoration • Custom Application Routine Adaptation • Performance Management • Critical Linkage Monitoring & Updates • aaS offers (key contact center technologies as a hosted/cloud service • Voice of the Customer Technology Consultancy • IT Lifecycle Management & Roadmap • Specialist on Call • Demand & Capacity Management Assessments • Pulse & Stress Testing Contact Center Signature Services

6. Enabling the Context-Aware Customer Experience Avaya Aura Collaboration Environment Media and Devices Collaboration Environment Snap Ins Avaya Aura Experience Portal WebRTC CollaborationDesigner Real-TimeSpeech ContextStore WorkAssignment Unified Desktop Reporting& Analytics Proactive Outreach Manager Intelligent Customer Routing Avaya Aura Collaboration Environment Orchestration Designer SessionManager System Manager Avaya Media Server CUSTOMERS ENTERPRISE • Avaya Aura Performance and Analytics

7. Single Common ApplicationPlatform Simple, Consistent, Easy Reliability Manageability Virtualization Scalability Security • 35,000 Users VMWare Dynamic Application and User Provisioning Highly Secure N+1 Geo-Redundant In Memory Data Grid Capture, Store, Integrate

8. Beta in May 2014, Available 2H, 2014 Collaboration Designer WebRTC Real-Time Speech Work Assignment Context Store

9. Persistent Conversation... Across the Whole Customer Journey SMS Context Record Context Record Context Record Context Record Context Record ID: AO-1234567 External ID: (UCID) ID: AO-1234567 External ID: (UCID) ID: AO-1234567 External ID: (UCID) ID: AO-1234567 External ID: (UCID) ID: AO-1234567 External ID: (UCID) CustomerID: 28651 CustomerName: Tony Peters Routing/ Resource Decision Routing/ Resource Decision Routing/ Resource Decision Routing/ Resource Decision E Style: “Sympathetic” Type: “Personal Advisor” Customer ID: “K48327” key1: “Sentiment” CellNumber: +1720 345 6789 Product Category: “Credit Card Previous Contact: “Y” Approach: “Supportive” value1: “Angry” Segment: Gold key2: “Language Preferred Contact “Y” value2: “English” key3: “CustomerLevel” AccountID: A8T4LGH value3: “Gold” OrderStatus: Dispatched DeliveryDate: 06/02/2014 • Personalized, Exceptional, Seamless Customer Experience • Optimal Utilization of Resources ANI: +1720 345 6789 MenuSelection: Orders PreviousContact:: 03/02/2014 OrderNumber: 398HT3457

10. Examples… • Storing contact context information for cross channel persistent conversations • Collection and export of contact context to data warehousing/reporting/analytics • Leverage a unique context ID per contact • Enable desktop screen pops • Centralized securesecure context encryption for PCI compliance • Enable DNIS pooling for transport of context

11. WebRTC is an API definition being drafted by the World Wide Web Consortium to enable browser-to-browser applications for voice calling, video chat, and P2P file sharing without plugins. Heavily encouraged by • WebRTC features (text chat, voice chat/audio calling, video chat, real-time file/data sharing, peer to peer capabilities) • CC Market Trends: • Enhanced websites for customer sat • Immediate connection options with agent (no IVR) • Context-aware agent and customer communications • Greater acceptance of using computing device as phone

12. CC Market Implications & Advantages • Remote Agents scenarios • Display Queue info before/during a contact • Skip IVR (website/apps having segmentation data) • Mobile/Embedded apps • Screen/Video sharing apps (could make video a real option in the contact center) • Co-browsing • Advantages (if done properly) • Embeds RTC capabilities directly into web pages • Decreased costs due to a potential decrease in contact handle time (better qualified contacts, Context-sensitive support) • Better BI through tighter integration • Mobilizing the contact center and better support for remote based agents.

13. WebRTC Challenges Browser Market Share • IE usage dips on weekends. Still dominate in enterprise business market.

14. WebRTC Challenges • WebRTC vs. Microsoft’s soon to be released CU-RTC-Web • Signaling protocols (SIP/XMPP/Custom) • Video encoding (V8/H.264) • Other technical issues: • Interoperability, QoS, lack of IE support, persistent web client, limited browser support • CC Adoption Issues: • Agent training, video shows everything, need Chrome/Firefox/Opera. • Can increase contact volume • Browser based UI & Enterprise recording.

15. Now, Near and Future • Future • Industry is heading in the right direction • Consumer continues to outpace the enterprise for adoption. • Open Source Solutions (Doubango, Asterisk, FreeSwitch) • Near • Hosted solutions • Mobile & Web apps will drive & dominate. • Managed Services to help adoption. Now • Avaya CE “snap-in” business process flows. • Cisco is pushing ‘Finesse’, a web based desktop, setting a path for WebRTC interactions. • Basic video enabled B2B scenarios. Voice / video / browser view context shared between customer & agent CRM ACD/ PBX Customer WebRTC-enabled website page Agent

16. Avaya WebRTCRoadmap Ubiquitous availability of WebRTCsolutions across mobile as well as desktop devices Provides ‘Click to Call’ audio support with accompanying web data elements • Support for video streaming, supporting VP8 video compression What’s Next With 3.0 On the Horizon

17. The Routing Evolution Business Agility 1:1 Matching Rich Context Time Spanning 25 years of Industry Experience

18. Routing in the Contact CenterTodaySkills Based Routing Skillset 1 Queue for Skillset 1 Skills Based Routing Agent P Agent K Agent N Agent D Queue for Skillset 2 Skillset 2 Agent T Agent L Skillset 3 Queue for Skillset 3 Agent E Agent X Agent R

19. Business Value For Customer ExperienceWork Assignment • Context Based, Best Match Routing across the Enterprise Pool of Work Pool of Resources Agent K Agent P Specialist3 • Best Match Mark Agent T Specialist5 Joe Agent E Agent X Agent T Agent W Agent R Specialist1 Specialist4 Specialist5

20. Customer arrives at the local bank branchwith a specialized question about a particularinvestment product Bank representative enters customer questioninto a web application powered by Workflow The application locates expert at thecorporate office and connects himto the bank representative 1 2 3 4 Bank representative is able to answerquestion and customer signs up Attribute Based Routing ExampleCustomer Needs Expert Assistance In Branch

21. Avaya Work Assignment Roadmap • Workflow Snap-in Integration with System Manager for Administrationand Third Party resource state via SDK • Integration with Enterprise applications supporting use cases such as: • Dynamic Team Formation • Expert Finder • Integrate non-legacy CC applications • ICR Agent Match feature for routing voice contacts in ICR / Elite based contact centers • New Integrations • ICC Elite • Performance Center Snap-in • Intelligent Call Routing (ICR) • Avaya Control Manager What’s Next With 3.0

22. Avaya Collaboration Designer • Empower Enterprise Resources to Easily Produce Customer Journey Maps • Utilizing a Single, Graphical, Intuitive Canvas • Utilize extensive, expandable palette to tailor and customize workflows Long terms storage (days, weeks, months) of workflows Greater enterprise control over workflows and journey maps

23. Accelerating the Developer Community Avaya Aura Collaboratory™ Secure access to a dedicated sandbox w/optional development environment • Jumpstart without up-front infrastructure upgrades • Pre-configured, ready for immediate use • Subscription model Enterprise Corporate Developers Avaya Aura®Collaboration Environment Avaya clients & PSTN access ISV Developers Collaboration Environment Avaya Scopia® video infrastructure Avaya Aura® Platform stack Management Serviceability Reliability Security Virtualization Scalability Email & SMS service support Communication Manager Session Manager System Manager Media Server Systems Integrators

24. Eco-System Snap-in Build • CallNACK Improves Call Handling, Customer Service Integrating Business Intelligence and Outbound Dialing • Balancing act of compliance and pro-active outreach is challenging. • The CallNACK application “snap-in” was custom-designed by NACR on ACE originally and converted to the CE 2.0 pallet. • With CallNACK, your outbound dialer “talks to” the NACR application, which performs a database lookup to automatically allow or block a call depending on the established parameters. The application is designed for adaptability, with multiple uses and options. CE- 2.0

25. Under Investigation PhaseRoadmap Unified Desktop Reporting & Analytics Mobile Video BrowserPlug-in Automated Chat Co-Browsing WebRTC Video More!

26. Summary • There a some amazing new ways to solve the old and new form of the customer service challenge. • It seems magical, open and easier…but it has new layers of complexity to consider. • You need to leverage your expertise for adoption and business unit translations to technology. More dynamic, constant tweaking/evolving. Consider alternate day to day management.