Proactive Contact Beta Results & Outbound Contact Express
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Transcript of Proactive Contact Beta Results & Outbound Contact Express
© 2012 Avaya Inc. All rights reserved. 1
Proactive Contact 5.1 Beta Results
Avaya Outbound Contact Express
Joe Suggs
Avaya Global Market Introduction
© 2012 Avaya Inc. All rights reserved. 22
Topics
Avaya Proactive Contact 5.1
Avaya Beta Program / GMI
Avaya Outbound Contact Express
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Proactive Contact 5.1 – Trial Outcome
Unrestricted GA on 15-Apr-2013
6 Production Trial Sites– Avaya Internal Center
– External Customers– Global Outsourced Contact Center
– Multi-Tenantcy
– Collections
– Telemarketing
All sites remained in production as part of trial
© 2012 Avaya Inc. All rights reserved. 4
Proactive Contact 5.1 – What Was Added In Release
Multi-Tenancy
Upgrade to Oracle 11G
Automated Release Agent to Ready for Voicemail
Enhance ID Field to Support Calling List Names
Out of Time Zone Cell Phone Handling
Enhanced IQ Reporting
Simplify Supervisor Install
ASG Authentication
Improved Log Messages
Supervisor-Side Logging
Backup Log
Batch Agent Update
Release to Release Migration Tool
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What is Global Market Introduction (GMI)
Supported under both portfolios– Unified Communication (UC)
– Contact Center (CC)
Helps ensure Avaya’s products and surround are ready for GA across the globe
Validates customer acceptance and provide feedback – using consistent and standardized methods throughout
Engages Business Partners and creates partnership with Avaya Professional Services
© 2012 Avaya Inc. All rights reserved. 6
Programs In Support of Product/Solution Validation
Source: Placeholder
Program
Alpha Program Early cycle product/solution initial live trial usually conducted at a select set of GMI supported Avaya locations.
Partner Preview Program (PPP)
Product/solution deployed in partner lab and is designed to allow Partners to evaluate software and features prior to GA
Beta Program Final qualifying phase of product or solution, generally conducted with direct and indirect customers as well as partners to determine product or solution readiness prior to general availability to the market.
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About Avaya Beta Program
Avaya's focus on quality minimizes risk - Products are released to Beta Customers/Avaya Partners only after specific Quality Criteria are met.
Avaya’s Beta Program validates new features in real customer configurations before the launch of a product.
The Beta Program allows Avaya to validate the products’ technical capabilities, future needs as well as the business processes and support necessary for the introduction of new products into the marketplace.
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Value Proposition For Beta Participation
Be the First to Market. Get ahead of your competitors by learning, using and adopting new technologies & innovative solutions. Early exposure will allow you to gain knowledge and plan ahead on how to integrate advanced technologies to improve your business.
Influence the Product. Participating in the beta program gives you the opportunity to influence the final product development to your specifications as well as future requirements — not your competitors.
R&D Support. Get focused attention from Avaya R&D personnel. Experienced teams are assigned to oversee installation and problem resolutions.
Financial Incentives. Significant pricing discounts are offered for program participation. Software, hardware and firmware upgrades are provided at General Availability
© 2012 Avaya Inc. All rights reserved. 99
To Participate In Upcoming Contact Center / UC Trials
See me during conference
Other Contact Center or UC Products– See me for contacts
– Contact Your Avaya Sales Team or Avaya Business Partner
Additional Information Available On Avaya Website
© 2012 Avaya Inc. All rights reserved. 10
Avaya Outbound Contact ExpressA new outbound solution Avaya has brought to market
TurnkeySolution
Turnkey solution targeting the outbound only contact center market
Who needs it?
– Mid-market enterprises/contact centers with outbound agent/voice needs
What is it?
– A bundled solution consisting of switching, predictive dialing, scripting, speech analytics, and security
© 2012 Avaya Inc. All rights reserved. 1111
Customer Pain PointsMultiple vendors, complex deployment and maintenance
Partner Pain PointsMultiple vendor relationships and credential requirements
What does it take today to build an outbound dialing solution?
Vendor #1
Vendor #2
Vendor #3
Vendor #4
Vendor #5
Networking
Collaboration Platform
Outbound CC Analytics
Scripting Engine
Session Border Controller
30+ Daysto operation
Coordinate multiple Vendors
Steps: Build, Test, Configure, Run1) Setup Multi Vendor RFP 2) Engage Systems Integrator3) Schedule Build out4) Test interoperability5) Configure components6) Rollout7) Validate and run
© 2012 Avaya Inc. All rights reserved. 12
Before Avaya Outbound Contact ExpressCustom Integration of Multiple Core Outbound Capabilities
Predictive & Preview Dialer
Collaboration Platform/PBX
Networking
Scripting
Reporting
Speech Analytics
Security
© 2012 Avaya Inc. All rights reserved. 13
Avaya Outbound Contact Express Delivers
Predictive & Preview Dialer
Collaboration Platform/PBX
Networking
Scripting
Reporting
Speech Analytics
Security
Cabinet
Pre-configured Solution
Implementation
Software License1
© 2012 Avaya Inc. All rights reserved. 14
Avaya Outbound Contact Express
IP Office Server Edition Predictive Dialer Avaya SBCE Web Agent incl. Scripting Reporting & Speech
Analytics Networking
1 Day Single Vendor
Turnkey
Pre-Configured
Tested
Interoperable
Steps: Build, Test, Configure, Run1) Setup Multi Vendor RFP 2) Engage Systems Integrator3) Schedule Build out4) Test interoperability5) Configure components6) Rollout7) Validate and run
© 2012 Avaya Inc. All rights reserved. 15
Outbound Contact Express provides a pre-integrated, single vendor solution which includes all components that are critical to an outbound customer contact operation
Cost-effective solution tailored for the mid-market
Low overall acquisition and deployment cost
Higher simplicity in design, order, and deployment process
Speedier time to production
$
Outbound Contact Express The Value for The Business
Lower TCO Simplicity
Improved productivity and ease of use
Higher quality and consistency
Industry leading algorithm driving higher agent effectiveness
Higher Agent Productivity
Complete outbound dialing solution
Easy deployment of standalone solution
Robust support
Integrated Solution
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Avaya Outbound Contact Express – Key Features IP Office Server Edition
– Single Server– 250 Agents, 250 SIP and/or PRI trunks (with IP500V2 expansions)– 250 VMPro CPA Ports
– Two Servers– 250 Agents, 500 SIP and/or PRI Trunks (with IP500V2 expansions)– 500 VMPro CPA Ports
Security– Secure SIP trunking through Session Border Controller for
Enterprise
Proactive Contact Dialer– Preview and Predictive Dialing
– Call rates as per IP Office solution
– FCC compliant (as per current PC CTI solution)
Proactive Contact Applications– New thin client Web Agent
– Supervisor applications rebranded (Monitor, Editor Analyst, Health Manager and Role Editor) on customer provided servers
Scripting – Integrated with new Web Agent
Call Recording for all agents – Archiving on customer provided server
Speech Analytics – Avaya Speech Analytics Desktop Client on customer provided PC
Providing Telephony (non UC) functionality to office users in addition to agents
IPEndpoints
PC Supervisor
Avaya Speech Analytics
WebAgent
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Solution Deployment
Greenfield with locally deployed agent handsets
© 2012 Avaya Inc. All rights reserved. 18
Solution Deployment
Re-use existing PBX assets for the agent handsets
Existing PBXor SP
© 2012 Avaya Inc. All rights reserved. 19
Web Agent
Rationalize the steps your agents take when performing their jobs User-friendly web-interface and statistical dashboard, including campaign
and agent related information when agent is idle
Improve agent productivity and reduce TCO with Avaya’s web agent application
Access to customer information during the call
Cost effective and efficient call control
Reduce and manage agent errors with Scripting
© 2012 Avaya Inc. All rights reserved. 20
Scripting / Script Manager
Easily compile the information you need Windows based design tool enables
supervisors to compile scripts Simple drag-and-drop script elements and
objects from palettes
View holistic information for better conversations Allows script design to be integrated with jobs Shows customer data associated with the
calling list and displayed within the Web Agent Enable agents to directly access databases or
generate emails from the script Popup 3rd party web tools from the script
Enable agents to assemble and access crucial information for successful calls
© 2012 Avaya Inc. All rights reserved. 21
Reporting
Gain real time insight into customer interactions and agent performance data
Improve campaign efficiency and effectiveness with Avaya’s reporting capabilities
Gain visibility into campaign activity (e.g., calls remaining, call results, and agent activity)
Real-Time reporting through Campaign Monitor
Post-campaign reporting through Campaign Analyst
Create agent reports on agent work time and performance
Pull reports using intuitive report wizard
© 2012 Avaya Inc. All rights reserved. 22
Call Recording
Have calls available for compliance or further analysis to improve productivity and customer satisfaction
Record all calls with embedded Call Recording function
Record conversations without need for an additional solution
Archiving & Storage on customer provided server
Recording stored with Meta Data in WAV File (date, time, agent, called number, …)
Recordings available to Speech Analysis for further processing
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Avaya Speech Analytics Desktop Client
Export Plug-In Export Plug-In for OCE to create CSV File
and launch Excel
Sample Use Cases Did the agent follow the script? Was the agent unprofessional to the
customer (used foul language)? Search for terms the customer claim they
said or didn’t say
Define objectives and easily understand trends related to your success
Search Terms Relevance File Name Tags Caller Number Agent Extension Agent Name Date Time UTC Offset Recording Duration Recording Systemmy supervisor 87 MSG3536398658.wav 8012811 3011 agent1 1/23/2013 12:55:53 0 1:23 Alaska1my supervisor 50 MSG3536398928.wav 8012811 3011 agent1 1/23/2013 13:00:18 0 6:45 Alaska1my supervisor 40 MSG3536399459.wav 8012811 3011 agent1 1/23/2013 13:09:14 0 6:01 Alaska1
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Turnkey, pre-integrated, package with all hardware, software required
Rapid deployment, in day(s) vs. months
Simplified support with a single vendor
Supporting outbound agent dialing requirements:
Midmarket, 25-250 agents, <500 trunks
Tailored for collections or telemarketing verticals, with high need for outbound calling
Full featured solution with built-in outbound dialing, agent web-client, scripting, reporting, call recording and speech analytics
Option to utilize PBX functions of IP Office
IPEndpoints
PC Supervisor
Avaya Speech Analytics
Avaya Outbound Contact Express Summary
WebAgent
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Questions