Avaya Contact Center Next Generation is About … Experience Management Customer Launch Presentation...

Avaya Contact Center Next Generation is About … Experience Management

Customer Launch Presentation

July, 2010

© 2010 Avaya Inc. All rights reserved. 2

The Contact Center Market

© 2010 Avaya Inc. All rights reserved.

Source: Gartner Group, Calendar 2009Source: Gartner Group, Calendar 2009

#1 World Wide Contact Center Market Share

Industry Leading Contact Center customers

Avaya Labs Innovation

Award Winning Portfolio

Gartner Magic Quadrant Leader in Contact Center

Combined44%

Combined44%

Avaya 37%

Nortel 7%

Others 22%

Genesys 15%

Cisco 14%

Aspect 5%

Worldwide Contact Center Revenue Market Share (ACD Agents)Worldwide Contact Center Revenue Market Share (ACD Agents)

Sources: Gartner Magic Quadrant, Gartner Sources: Gartner Magic Quadrant, Gartner

NOTE: Nortel market share data may include LG-NortelNOTE: Nortel market share data may include LG-Nortel

Avaya Leadership in Contact Center

3


The Top Customer Service LeadersChoose Avaya

4

The 2010 BusinessWeek ‘Customer Service Champions’ that

chose Avaya*

The 2010 BusinessWeek ‘Customer Service Champions’ that

chose Avaya*

http://bwnt.businessweek.com/interactive_reports/customer_service_2009/index.asp

* partial list shown


Market Dynamics are Changing!The Avaya Vision

5


Enabling Effective & Contextual Collaboration

Avaya Vision

Delivering Communications Enabled Business Systems

Powered by Sessions:Open & Standardized

6


Next Generation Contact CenterEnd to End Experience Management

Management of end to end experiences for customers,

employees, partners, suppliers

Orchestrating assisted or automated multimedia contextual

collaboration sessions

Differentiation based on complete and relevant

context in every sessionApplicationIntegration

Connect & Openthe Enterprise

Immerse theAgent in the Experience

Orchestratethe Experience

Manage,Learn, Apply

Bring FullContext to

Every Session

Avaya Contact Center VisionExperience Management


Fact 1: Demographics are Changing

“This economic recovery -- unlike those in last few decades -- will be shaped by the values of tech-loving Gen Y, and to a lesser degree, affluent members of Gen X”

Sources: PricewaterhouseCoopers LLP and Retail Forward, Owned by Kantar Retail

North America:78m Baby Boomers

80m Generation Y

55m Generation X ‣ Social networking and viral information sharing beyond the contact center

‣ Instantaneous (proactive) care and instant gratification

‣ High touch personalized experience through new channels

‣ Empowerment (self service)

NEW users have different expectations than traditional segment

Baby Boomers: born from 1946 to early 1960s; Gen X: born from 1960s to 1970s; Gen Y: born from 1980s to 1990s


Fact 2: Interactions are Changing

Percent of Respondents

Source: Webtorials Editorial/Analyst Division , McKinsey

‣ Voice is 2x cost other channels, but other channels have lower customer satisfaction

‣ >50% of self service interactions still require a high cost agent

NEW interaction channels are emerging and expanding beyond contact center

‣ Expectation of end users ‣ To reach business how and

when they want to (including multimedia)

‣ Consistent experience across channels

‣ Customer care organization challenges‣ Increasing customer

satisfaction of lower cost channels

‣ Staffing and managing new channels appropriately

0% 20% 40% 60% 80%

Voice (agent interaction)

Voice (self service)

Email

Fax

Web Self Service

SMS

Web Chat

Video

Social Media

IM20122010


Fact 3: Customer Satisfaction Risks are Increasing

92% of consumers form an

opinion about a company’s image through their interaction with the Contact Center

Source: Benchmark Research, Webtorials Editorial/Analyst Division, Convergsys

73% of Millennials [Gen X & Y] will leave after one bad experience, and 85 percent will tell others about their poor experiences

80% of companies believe they deliver a good/superior customer experience. Only 20% of consumers agree

NEW level of CSAT expectation requires real time insight and action

‣ Customer care organization challenges‣ Knowing customers choice of

how to be served and managing the experience

‣ Understand the “whys” causing poor customer satisfaction and dynamically adapt in real time

‣ Futureproof operations & infrastructure for flexibility to easily evolve with customer expectations

Baby Boomers: born from 1946 to early 1960s; Gen X: born from 1960s to 1970s; Gen Y: born from 1980s to 1990s


The Next Generation is about … Experience Management

ApplicationIntegration


Immerse theAgent in the Experience


Manage,Learn, Apply


Every Session

Lower TCO

Higher Revenue

Improved Agility Improved FirstSession Resolution

Improved Customer Satisfaction

Increased Flexibility


Experience Management Opportunity Gap Between Capability & Goals

What is your current capability to access real-time customer-specific data to know how a customer wants to be served and by which agent? How important is this?

Source: Webtorials Editorial/Analyst Division

64% of respondents rate the importance of real-time customer-specific data as High or Very High

64%

33%

0%

10%

20%

30%

40%

50%

60%

70%

Very High/High

% o

f Res

pond

ents

Importance Capability

12


Evolution to CONTEXT based Enterprise Wide Experience Management

Value of any interaction is defined by its context

Standalone Voice basedCall Centers

Distributed Multichannel

Contact Centers

CONTEXT based Experience

Management

13


Leveraging information about a user and their environment to improve the quality of a an interaction

• Location, presence, social attributes, communication mode and historical data used to anticipate needs

• Real time situation awareness applied

Multi ModeMulti ModeMulti ModeMulti Mode

BehaviorBehaviorBehaviorBehavior

Multi MediaMulti MediaMulti MediaMulti Media

PresencePresencePresencePresence

InstantInstantInstantInstant

Experience ManagementContext Drives a Differentiated Experience

CO

NT

EX

T

Next Gen Customer Care: persistent and seamless real

time transfer of customer context and data to the best suited mode (voice, email,

chat, SMS)


Traditional Skills-Based Matching

15

Sales Today = $ 550Available

Sales Today = $ 100On call


Sales Today = $ 0On Call

Customer

Priority = 2Wait = 25 sec6 mo rev=$50

Customer

Priority = 1Wait = 5 sec

6 mo rev=$450

Customer


Customer


Customer


Traditional MappingMost idle agent-> to highest priority customer with longest wait time

Traditional MappingMost idle agent-> to highest priority customer with longest wait time


Contextual Skills-Based Matching Example

16

Sales Today = $ 550Available



Sales Today = $ 0On Call

Customer


Customer


6 mo rev=$450

Customer


Customer


Customer


6 mo rev=$100

Contextual MappingBest agent today -> to highest priority, highest revenue customer

Contextual MappingBest agent today -> to highest priority, highest revenue customer

10/12 abcd11/15 xytx12/10 tyzj

10/12 abcd11/15 xytx12/10 tyzj

Expert Assist

Customer history and today’s transaction (context) transfers when expert is called in to help

Customer history and today’s transaction (context) transfers when expert is called in to help


Strategy & Innovation


The Avaya Aura™ Contact Center SuiteDelivering Experience Management

Avaya Aura™ Performance Center

Avaya Aura™ Performance Center Avaya Aura™ WFOAvaya Aura™ WFO

Avaya Aura™ Experience PortalAvaya Aura™ Experience Portal

Avaya Aura™ Contact Center

Avaya Aura™ Agent Desktop

May 2010May 2010

May 2011May 2011

May 2011May 2011

18

Avaya Agile Communication Environment (ACE)

Avaya Aura™ Call Center Elite

July 2010July 2010


Au

tom

ate

d

Ex

pe

rie

nc

e

Ma

na

ge

me

nt

As

sis

ted

E

xp

eri

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Portfolio Evolution

MidsizeEnterprise

Large Enterprise

19

Contact Center ExpressContact Center Express

CC 7.1CC 7.1 Interaction CenterInteraction Center

Voice PortalVoice PortalAvaya Aura™ Experience PortalAvaya Aura™ Experience Portal

Avaya Aura™ Performance Center, Avaya Aura™ WFOAvaya Aura™ Performance Center, Avaya Aura™ WFO

Avaya Aura™ Contact CenterAvaya Aura™ Contact Center

Proactive Outreach ManagerProactive Outreach Manager

Proactive ContactProactive Contact

CMSCMS

IQIQ

Call Center Elite/ICRCall Center Elite/ICRAvaya Aura™ Call Center Elite/ICRAvaya Aura™ Call Center Elite/ICR


CTI is Getting in the Way of Innovation & Growth

Issues End Customer perceptible delays Default Route Inability to pass, attach and grow the CONTEXT between people and applications Increasing cost to maintain CTI diminishes capacity to keep pace with business objectives

VDNVDN

Vector

Vector

SkillSkill

Agent

Agent

Outbound VoiceInbound VoiceOffline Work

Enterprise CTI & Routing

Customerdials 1 800

Network Pre-Route

VRU App – VDN EXIT

Point to CM

In/Out trunks and VDN’s

monitored to record calls

Basic decisions made on call

delivery based on Agent

Availability

Reporting captures call stats, WFM

records agent adherence

I’m going to transfer you now, If I lose you what number may

I call you back on

I’m going to transfer you now, If I lose you what number may

I call you back on

Why do I have to give this information AGAIN

Why do I have to give this information AGAIN

20


Transfers Cause Data Loss

For an end-to-end customer transaction, how much customer data is lost as the customer is transferred between agents, between type of interaction or between multimedia channels?


21

0%

10%

20%

30%

40%

50%

60%

70%

Transfer from one agent to another agent

Transfer from self service to an agent

Transfer between multimedia types (e.g. email, Web chat, IM)

% o

f re

spon

dent

s

0%-25% 26%-100% NA/Don't Know

Approx half of respondents say up to 25% of data is lost with agent transfers


Experience Management Innovation Collaborative Sessions Model (Anchor)

?? Session Context

CollaborativeSessions

Self-Service

End Customer

Recording

Host Data Exchange

Customer Specific Data Reporting

Insights

Agent Assist

Expert Assist

Analytics and Call Recording feeds customer specific data to SIP string and activates call recording

Analytics and Call Recording feeds customer specific data to SIP string and activates call recording

Intelligent Customer Routing based on contextual data from the enterprise with external data queries

Intelligent Customer Routing based on contextual data from the enterprise with external data queries

Relevant Context delivered to Agent during live customer interaction

Relevant Context delivered to Agent during live customer interaction

Live and interactive SIP conversations orchestratedthroughout contact interaction

Live and interactive SIP conversations orchestratedthroughout contact interaction

End Customer Interaction Session stays anchored at a fixed point

End Customer Interaction Session stays anchored at a fixed point

22


Work Assignment

Real time interaction data to enhance context

Additional data to improve match rate(1:1 matching)

Faster processing of data to improve speed of matching contact to resource

Self correcting to eliminate errors

Leverage experts across the enterprise

Experience Management Innovation Contact Routing to Work Assignment

ANI

DNIS

Other Skills

Language

ANI

DNIS

Match to CC KPI

Other Skills

Language

ANI

DNIS

ACDSkills

RoutingBusiness Advocate

Work Assignment

Expert Presence

Customer Intent

Customer History

Match to CC KPI

Other Skills

Language

ANI

DNIS


Experience Management InnovationOrchestrate The Experience (React to Prevent)

Proactively Managing multimedia inbound/outbound automated and assisted care

OutboundVoice

Text

E Mail

Customer

Customer Customer

Customer

Customer

InboundCustomer

Customer

Customer

CustomerCustomer

Customer

Voice

Voice

Voice

Voice Portal

SIP

Proactive Outreach

SIP

Self Service

Live Agent(as needed)

Welcome Aboard

Payment Reminder

Product Promotion

SubscriptionRenewals

ProductSupport

Corporate Directory

Ordering and Payments

Applications


Experience Management Integrating Customer Care into Enterprise Processes

Users

Interaction is Intelligent, Adaptable

& Personalized

Communications

Infrastructure Protected, Leveraged

into New Value

Applications

Agility, Enhanced Customer Service

IntelligentAutomation

CollaborativeEngagement

ProductiveInteraction

Avaya Agile Communication

Environment (ACE)

25


Limited Integration of Enterprise Wide Customer Care

How well is your contact center integrated into the rest of your business operations for customer care?

0%

20%

40%

60%

80%

100%

Web Business Processes

Social Media Field Services

% o

f res

pond

ents

High Integration Some/Poor Integration

No Integration NA/Don't Know

26


Less than 25% of contact centers are highly integrated with the rest of the business operations for customer care


InnovationImproved user experience in Self Service

27

iPhone navigation example

Technical Support

Type of Issue

Basic Troubleshooting

Description of Problem


InnovationSocial Media

+

28

Turn social network site into a 2-way personalized customer service channel

– Customers friend a business by adding a personalized customer service widget (CSW)

– Customers request service through CSW

– Send customer info to contact center to enable routing, screen pops, etc.

– Low-cost, highly targeted, and viral

– Toll-bypass through VoIP calls possible


Avaya Social Media

Gateway

StandardMedia

SocialNetworks

Web

Contact Routing

Managed Agents & Experts

Scan and process events from social media using existing Avaya Contact Center infrastructure

Enterprise Contact CenterInbound Contact

29

InnovationSocial Media


Avaya Aura Contact Center Suite: Updated & New Components


The Avaya Aura™ Contact Center SuiteDelivering Experience Management

IVR Web Chat Email

AutomatedExperience

Management

Chat Email

MMS

MMS

SMS

SMSVideo

XML

WebVoice

Agent EnvironmentAgent Environment

Performance ManagementPerformance Management

ReportingReporting AnalyticsAnalytics WFOWFO

Assisted Experience Management

or CS1000

Avaya Agile Communication Environment (ACE)

July Launch

31

Performance Solutions– Avaya IQ 5.1– Avaya Aura™ Workforce

Optimization

Assisted Experience Management– Avaya Aura™ Call Center Elite 6.0– Avaya Aura™ Contact Center

Automated Experience Management– Avaya Proactive Outreach Manager

2.0


Avaya IQ 5.1

What is It? A reporting and analytics platform that consolidates

real-time data from Avaya customer-service solutions to deliver insights into both customer and agent activity.

Why does it Matter? It provides an insightful and highly customizable

“dashboard” that lets managers relate activity to results and maximize contact-center efficiency

How does it Work? Support for up to15,000 concurrent agents 900 simultaneous report users High Availability for failover/redundancy Real-Time Dashboards and Reports Adds CMS parity features such as

3 second real time display refresh rate

Driving call center performance for superior

results

32


Avaya Aura™ Workforce Optimization

33

What is It? A suite for recording, analyzing and optimizing

customer interactions in the contact center

Why does it Matter? It provides information businesses need to make

informed decisions about agents, processes, and quality of service, resulting in improved customer satisfaction and retention

How does it Work? Call Recording and Quality Monitoring delivers

quantifiable agent performance datathrough audio and screen recording

Workforce Management automatesagent scheduling by forecastingstaffing requirements

Performance Management: scorecards agents, supervisors, executives, with extensive set of KPI's.


Avaya Aura™ Call Center Elite 6.0

34

Enhanced ROI for new and existing customers

What is It? New scalability and features for the world’s

best selling call center

Why does it Matter? Improved flexibility, scalability and

performance = Enhanced ROI

How does it Work? The world’s largest call center capacity on a

single server Business Advocate is now included and

allows the contact center’s goals to be incorporated into every decision to help keep service at the right level for each type of call

New workflow commands streamline administration and maximize efficiency

FEATURE LIMITS Current New

Administered Agents 20K 30K

Concurrent Agents 7K 10K

Agents in Single Skill 7K 10K

Skills / Hunt groups 2K 8K

Skills per Agent 60 120

VDNs 20K 30K

Vectors of 99 Steps 2K 8K

Policy Routing Tables 2K 8K

PRT Routing Points 6K 24K

Vector Routing Tables 100 999

Holiday Tables 99 999

Service Hour Tables 99 999


ngccngcc

Avaya Aura™ Contact Center

Unified multimedia customer contact

CustomersCustomers

VoiceE MailIM /Chat

35

What is It? A context-sensitive, inbound/outbound voice and

multi-media solution that lets enterprises anticipate, automate and accelerate customer interactions

Why does it Matter? Solution that addresses end to end experience

management – allowing companies to react to changing demographics, new economic realities and rapidly growing new modes of communication

How does it Work? Intelligent, work assignment of multiple media types Customer context preservation throughout the

interaction Drag and drop Service Creation Environment Common administration and unified reporting Unified agent desktop Integrated progressive and preview outbound dialing


Enhanced Agent Productivity

36

Features: Supports agents working on multiple concurrent work

items Uses Multiplicity Presentation Classes to provide

multiplicity capability to groups of agents Measures the performance of agents working on

multiple work items Updates agent desktop to ensure agent productivity

and effectiveness when working on multiple work items

Features: Supports agents working on multiple concurrent work

items Uses Multiplicity Presentation Classes to provide

multiplicity capability to groups of agents Measures the performance of agents working on

multiple work items Updates agent desktop to ensure agent productivity

and effectiveness when working on multiple work items

Benefits: Increased agent

productivity Improved customer

experience using multi-modal interaction between customer and agent

Benefits: Increased agent

productivity Improved customer

experience using multi-modal interaction between customer and agent


Multiple Contact HandlingImproves Productivity for Capable Agents

Contacts will flash to indicate agent action required

Contacts will flash to indicate agent action required

Number of simultaneous non-voice contacts configurable (1-5) by supervisor

Agent is automatically set to "Ready" while handling voice call, chat or email contacts

Time delay, before “Additional Contact” is presented is configurable

Agent can handle one inbound or outbound voice call and any combination of up to 5 additional non-voice contacts such as chat and email.


Context Sensitive IM Handling

Features: IM routed to Agents Dynamic Keyword groups

that can be associated with a group of experts

One click by Agent to consult Expert

Provides customer context to experts

Buddy / Expert lists are also configurable by the administrator

Features: IM routed to Agents Dynamic Keyword groups

that can be associated with a group of experts

One click by Agent to consult Expert

Provides customer context to experts

Buddy / Expert lists are also configurable by the administrator

Benefits: Improves first contact resolution by identifying persons who can help Protects experts from being overused by agents!

Benefits: Improves first contact resolution by identifying persons who can help Protects experts from being overused by agents!

Note: Context Sensitive IM handling is supported only in CS1000 configuration only where the CC is integrated with MS OCS


Avaya Proactive Outreach Manager 2.0

39

Customer History POM 2.0

Voice

IM /Chat

E Mail

Customers

Dynamic, multimedia customer outreach

What is It? New platform for execution of automated

outbound voice, email, text campaigns

Why does it Matter? Reduces costs, captures more revenue, and

improve customer satisfaction

How does it Work? Tools for creation and management of

multichannel outbound campaigns Executes 1000s+ concurrent interactions Real-time tracking and customer disposition Manage inbound/outbound in one place!

WebXML


Services


Solving Key Customer Concerns

41

• Best use of current assets• Right size to current market• Aggregate and consolidate• Audit and optimize• Smooth deployments with

minimal disruption

• Best use of current assets• Right size to current market• Aggregate and consolidate• Audit and optimize• Smooth deployments with

minimal disruption

Reduced TCOReduced TCO • Vertical and horizontal best practices

• Defensible business plan with predictable outcomes

• Assess readiness prior to deploying new projects

• Realize full solution benefits with expert implementation

• Vertical and horizontal best practices

• Defensible business plan with predictable outcomes

• Assess readiness prior to deploying new projects

• Realize full solution benefits with expert implementation

Risk MitigationRisk Mitigation • Increase user productivity• Improve end customer

satisfaction• Focus on growing your

business• Support your strategy with

next level of technology

• Increase user productivity• Improve end customer

satisfaction• Focus on growing your

business• Support your strategy with

next level of technology

Accelerating BusinessesAccelerating BusinessesBusiness productivity improvement

Professional Services deliver…


Comprehensive Avaya Professional Services Approach To Contact Center

42

DiscoveryDiscovery RequirementsRequirements ImplementationImplementationDesignDesign AssuranceAssurance OptimizationOptimization

Contact CenterContact Center

UCUC

DataData

VideoVideo

OperationalOperational

BusinessBusiness

TechnicalTechnical

Assisted ExperienceAssisted

Experience

Automated ExperienceAutomated Experience

Performance ManagementPerformance Management

Best practicesBest practices

BenchmarkingBenchmarking

Stress TestingStress TestingTechnical Auditing

Technical Auditing

Business Auditing

Business Auditing

Readiness Testing

Readiness Testing

Advisory ServicesAdvisory ServicesGlobal Practices & Capabilities

Global Practices & Capabilities

New & Enhanced Capabilities

New & Enhanced Capabilities

>1300 consultants averaging 12 years of experience > 2,000 projects delivered, across the globe, per month > 40,000 Contact Center Systems Installed World Wide New capabilities from Nortel suite around CC, Data, ACE, Vertical Applications


Advisory Services

Identify and qualify business improvement communication strategies

‒ Structured discovery & review‒ Alignment with key stakeholders

Deliverables‒ Solution Strategy Recommendation

Document‒ Business Case*‒ Business Requirements*‒ ROI/TCO Analysis*

* Enhanced and Premium Packages only

Business Communications Advisory Services

Identify improvement

opportunities and gain alignment

Discovery process to understand

needs

Architectural design and assurance for complex projects

Access to Advanced Solution Architects for technical architecture validation

Deliverables‒ Solution Recommendation Document

on technical architecture, approach, and solutions to deliver reliable and best-in-class capabilities

Technical Advisory Services

43

Validate design against best

practices

Scope and design roadmap

project


Self-Funded Roadmap

Optional long-term architectural roadmap which delivers cost savings to fund future technology investments

Based on discovering and quantifying cost savings opportunities

Deliverables– Roadmap– Financial Plan– KPI Impact / Review– Future State Architecture– Business Model– Roll-Out Strategy– Key Requirements– Assumptions

Delineates and prioritizes steps to harvest cost savings, execute process

improvements, and deploy technologies

44


Summary

45


Changing demographics are transforming contact centers

The Vision of Next Gen Contact Center is about end to end Experience Management

Avaya Aura™ Contact Center Suite strategy and innovation and world class services delivers Experience Management

Avaya extends our industry leadership and commitment to protect, extend, grow customer investments

Our roadmap will continue to address business problems for our customers

Avaya differentiation: open environment, enterprise wide communication integration, scalable solutions from mid market to large enterprises

Changing demographics are transforming contact centers

The Vision of Next Gen Contact Center is about end to end Experience Management

Avaya Aura™ Contact Center Suite strategy and innovation and world class services delivers Experience Management

Avaya extends our industry leadership and commitment to protect, extend, grow customer investments

Our roadmap will continue to address business problems for our customers

Avaya differentiation: open environment, enterprise wide communication integration, scalable solutions from mid market to large enterprises

Summary

46


thank you


Backup


ApplicationIntegration


The Path to Next GenerationSample Customer Roadmap

49

Immerse theAgent into the

Experience


Manage,Learn, Apply


Every Session

11

22

33 44

55

66

Customer: Large Insurance Company4000 AgentsCC Elite, CMS, AES,IP AgentFCE rollout in progress

Problems:Now

- Cost management- Flexibility to deliver

new services- Silo’s experience

6-12 Months- Agent efficiency and

productivity12 Months Plus

- Service centralization- End-to-end experience

management

Recommended Roadmap:Now…

11 Avaya Aura™ Lower TCOService delivery readiness

22 Avaya Voice PortalLower TCOImproved FirstContact Res.

33 Avaya Aura™ WFOAgent efficiency,productivity

6-12 Months…

Avaya Aura™ CCImproved FCRCustomer Sat

44

55

Dialog Designer & Avaya ACEBusiness Process Optimization

66


Avaya Contact Center Customers

50

Whirlpool Challenges: Handle 40,000 calls per day, ensure business continuity,

drive cost savings and operational efficiencies, use the contact center to ensure customer loyalty and consistent brand image

Solution: Consolidated multiple contact centers into one, architected for business continuity, implemented multi-media, home agents, and voice portal

End result: Customer satisfaction increased by 40%, won four prestigious contact center awards

Group Health Cooperative Challenges: Improve call handling and contact center

efficiency, reduce resolution time of patient inquiry

Solution: Implemented self-service capabilities and proactive outreach, made CTI and automation improvements, connected all sites with IP, intelligent routing

End result: Significant cost savings, first call resolution improved by 71% - one patient says “The results have been fantastic”.


Avaya Contact Center Customers

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CPS Energy Challenges: Improve productivity in the contact center, offload agents,

ensure business continuity, establish proactive outreach, maintain high customer satisfaction

Solution: Self-service automation with Proactive Outreach

End result: Enhanced productivity and better customer service - although traffic has increased 11%, calls to agents decreased by 10%

Prometric Challenges: Reduce overhead of Genesys Voice Portal, enhance

survivability, lower costs, address complex range of client needs

Solution: Automated self-service, consolidation, outbound app to remind customers of bill, robust reporting that flags issues instantaneously

End result: Annual savings of $23K on IVR alone; simple change that took half hour with Genesys reduced to less than one minute with Voice Portal. Enhanced productivity, efficient staffing, immediate response to problems

Avaya Contact Center Next Generation is About … Experience Management Customer Launch Presentation...

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