Avaya intro & updates

Avaya Contact Center Overview & UpdateOutbound Road Map

Bill PennabakerOutbound Sales LeaderAvaya

2Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 2

Overview of Avaya Sessions

Video Introduction of Avaya Contact Center Initiatives

Gary BarnettPresident & General Manager

Contact Center & Collaboration

Overview & Update of Avaya Contact Center Outbound Road Map & Offers

Bill PennabakerOutbound Practice Leader

Video Introduction: 360 degree automated multichannel experience

Tom HansonDirector of Product Management

Contact Center Solutions

Proactive Outreach Manager (POM)Nitin Shroff

Sr. Product ManagerProactive Outreach Manager

PC 5.1 Case Studies Outbound Contact Express

Joe SuggsMarket Readiness ManagerGlobal Market Introduction

Automated Customer Experience Avaya Professional Services Customer Offers

Juan Pablo StamatiGlobal Portfolio Manager

Avaya Professional Services

3Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.

Portfolio Growth Strategy

Investment Strategy Aligns to Market GrowthApplications Driven Market Growth

*Source : Gartner, % Shipments/Units 2011

NewProducts

Automated Chat (Conversive)Outbound Contact Express

Enterprise Virtual StackElite Multi-channel

Experience ManagerProactive Outreach Manager

Performance Center

Speech Analytics

Existing Products

EliteAACC

Proactive ContactExperience Portal

IP Office Contact CenterCloud – CCaaS

Existing Markets New Markets

Contact Center Roadmap (Calendar Year)

In Market 1H 2013 2H 2013 2014

Build / Partner / Buy Execution Plan

• AACC• AACC Mid-Market• Elite Multi-Channel • Speech Analytics• Automated Chat

(Conversive)

• IPO Contact Center • AEM 7.1• APC 7.1• AEP & ICR 7.0• POM 3.1• AACC 6.4

• Elite Multi-channel (APAC)• Elite-Mid Market Bundle• Elite Virtual Stack• Proactive Contact 5.1

• Outbound Contact Express• Cloud – CCaaS• MPS 4.1• WFO 12.0• Automated Chat 2.0• Experience Portal 7.0• ICR 7.0• POM 3.0


Today’s Consumer

have interacted with a company via social media55%

39% used their smartphone to comment on Facebook or Twitter about service received

say convenience is more important than price1 in 368%

would like web-chat offered while on company web site

100%Video usage at home has increased by

55%would be interested to have their questions answered by video-chat

want organizations to always offer multiple channels82%

say organizations make it easy to switchbetween different channels17%

94%would like to be able to email the same agent they talk to

58%say they get better help from other consumers than call center agents

Uses Social Media regularly

Frequently starts on the web

Uses video regularly

Uses multiple channels

Is empowered


How costly will she be to support?

How costly is she to acquire as a customer?

Will she influence others?Will she refer others to us?How long will she remain

our customer?

How much will she spend?

How much wallet share will we have?

Margin on Sales or Product

Contacts per Order

Frequency of Contact

Mix of self and assisted service

Labor Rate

First Contact Resolution

Transfers

Frequency of purchase

Amount of Purchase

Customer Effort

Up-sell / Cross-sell

First Contact Resolution

Campaign Cost

Campaign Effectiveness

Referral Rate

Net Promoter Score

Customer Lifetime Value


One Company

One Customer

ProactiveAnticipate, and Respond

PersonalizedAcross Channels &Over Time

Our VisionThe Aware Customer Experience

Aware of Relevant Context including History, Resources and Processes

Connecting Interactions across Channels into a Seamless Experience


Solution to Get There From HereA Path for Every Customer

PERFORMANCE MANAGEMENT AND ANALYTICS

SELF SERVICE AND INTELLIGENT CUSTOMER ROUTING

AACC ELITE / EMC / AIC 3rd PARTY ACD

MULTI-CHANNEL

ACD-CENTRIC

CUSTOMERCENTRICITY

ADDAPPLICATIONS

CUSTOMERCENTRICITY

Customer Experience Framework


Evolution Path to Experience ManagementInteraction

Today Next On the Horizon

Voice self service 360° multi-media experienceCompletion of transactionSimplified implementation

Automated and assisted service working together as the ultimate agent

DE

SIG

N

MA

NA

GE

ME

NT

INTERACTION

PERFORMANCE

EXPERIENCE

Considerations:• Where is your company in implementing the “360 degree” multichannel conversation?• How are web/mobile apps linked to the contact center today? Is this a business model or technology

driven challenge? How can Avaya applications accelerate the integration?• Answering repeat questions with automation; new questions with agents;


Evolution Path to Experience ManagementExperience


Predictive routing to best agent

Expand into enterprise and other business processes – 2 way communication

Sophisticated matching driven by dynamic customer value and business need

DE

SIG

N

MA

NA

GE

ME

NT

INTERACTION

PERFORMANCE

EXPERIENCE

Considerations• Are Agent, Customer / Prospect and Business Rules your key drivers in routing decisions? How is the

priority evolving? • What is the Importance of enterprise level vs. LOB decision making in routing? Are the challenges in

evolving to enterprise level routing technology or culture driven?• How are segmentation based routing strategies influencing business results? What do you need from

Avaya to advance their use?


Evolution Path to Experience ManagementPerformance


Statistical reporting:Abandon rates Service indicators

Speech analytics100% ListeningSimple “Google like” query Contact Flow analytics

Harness big dataMultiple sourcesPerformance, power, accuracy

DE

SIG

N

MA

NA

GE

ME

NTINTERACTION

EXPERIENCE

Considerations• What steps are you taking to move beyond “what” is happening to “why”, e.g. Analytics?• Where does “big data” apply to your information management strategy? What do you need from Avaya

to support integration into relevant business data beyond the CC?


Customer Sees One Company

Organization SeesOne Customer

AWARE CUSTOMER

EXPERIENCE

Evolution to Aware Customer Experience

Connecting All Interactions as a Seamless Experience

VOICE

CHANNELS

INTELLIGENT CUSTOMER ROUTING

PERFORMANCE AND ANALYTICS

Today

CONTEXT

ENTER-PRISE WORK

ASSIGNMENT

UNIFIED DESKTOP


Best Practice:Evolution to Experience Management from Elite – Interaction / Experience

Avaya Elite Customers

Exp

erience M

anag

emen

t

Unified Desktop

Multi-channel

Context Driven

Enterprise Work Assignment

Multi-source

GROW to Differentiate Customer Experience

On the Horizon

Scale and simplify?

Virtualized Environment

PROTECT and ENHANCE Existing Investments

Automate and unify?

360° Customer Experience?

Proactive Outreach and Multi-channel

Segmentation Routing?

IntelligentCustomerRouting & Advocate

Experience Portal

Today Next


13

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.


Best Practice:Evolution to Experience Management from CMS – Performance

Upgrade CC Elite and CMS

Elite 6.2 +and

CMS17 +


Report across Multi-Channels (with

EMC only)?

Obtain Cradle to Grave Insight?

AAPC7.0 w/ Contact

Flow Analytics

Analyze Voice of the Customer?

Avaya’s Speech

Analytics

Avaya A

ura

Perfo

rmance

Cente

r

Unified, end to end, multi-source, multi-channel business intelligence


Avaya Elite CMS

Customers

• AAPC does not replace CMS• AAPC is optional for CMS customers


Best Practices: Evolution to Experience Management from AACC - Interaction & Performance

Avaya’s SpeechAnalytics

Analyze Voice of the Customer


Avaya A

ura P

erform

ance C

enter

(futu

re releases)

AAPC does not replace AACC integrated reporting


AACC Customers


Scale and simplify?

Automate and unify?

360° Customer Experience?

Proactive Outreach and Multi-channel

Virtualized Environment

Experience Portal

Exp

erience M

anag

emen

t

Unified Desktop

Multi-channel

Context Driven

Enterprise Work Assignment

Unified, end to end, multi-source, multi-channel business intelligence


Introducing…

After months of collaboration between:• Avaya Contact Center & Unified Communications Experts• Industry analysts & experts• Business Partners• Customers

The Avaya Customer Experience Management Guide

A comprehensive guide with over 40 articles including:• Industry & trends analysis • Use case scenarios• Customer case studies & testimonials

Includes:• Inbound, outbound, multichannel & social media• Collections, sales, customer service & Proactive Contact• On premise, CCAAS, and mobile

https://avaya.box.com/s/2cg55ffah7sya46j5x60


Sample of Articles in The Avaya Customer Experience Guide

What is Customer Lifetime Value (CLV) ?

Solving The Challenge of Collecting Payments

Benchmarking Your Contact Center

Why Multichannel Customer Service is important

Bringing Social Media Interactions into the Contact Center

Maintaining Excellence in Self Service

How Social Media & Mobile Technology impact the Customer Experience

Self Service Patient Care? (Really!)

What Customers Hate About Contact Centers

Case Study: Malaysia Airlines, Palm Coast Data, Hoepers (Brazil)

Are Your Agents Following Your Scripts?

How Will You Manage Video Communications?


Buy Own

Select

Purchase

ResearchReceive

Onboard

Use

Maintain

Promote

Renew

Applications to Enable the Customer Journey

Advanced Wait Treatment

Callback Assist

Enterprise Call Routing

Automated Chat Email, Speech

CC Mobile

VideoSocial Media Security & Biometrics

BreakdownDamage

ProactiveOutreach

Automated Web Chat

ProactiveOutreach

Interesting! Find Out More!

Place anOrder

Receipt and Setup

ChasingOrder

Learning to Use Product

Making aPayment

TroubleshootUpgrade

DisconnectLeaving

Retain & Winback

Promotion Offer

Feel & CompareProducts

Mobile/Web Research


Source: Webtorials Editorial/Analyst Division

0%

20%

40%

60%

80%Percent of Respondents

Voice

(agent)

Fax Voice

(self)

Email Web SMS Chat Video Social

Media

IM

2010 2012

Voice the Predominant ChannelYet Others Rapidly Emerging

Considerations:• Which channel is next? Email, Web, Video, SMS, Text?• When does channel escalation – web to voice, web to video, become real in your business? Are there

best practices that you can share?• What are the agent implications of expanding channels and how are you dealing with them? What can

Avaya do to support you?


Avaya’s Outbound Offers

Avaya’s premier dedicated outbound dialer

PG230 “Hard Dialer”

CTI “Soft Dialer”

15th generation application

3 Types of Blending Ability to deliver 1

way OB notifications, with opt-out

Proactive Contact

Stand AloneStand Alone

Integration between Proactive Contact & Voice Portal (Dialer & IVR)

Two Best in Class solutions Provides “Proactive Outbound Self Service”

Dialer places call, passes live connect to IVR

Live agent & Automated Notifications, plus conditional branch scripting

Proactive Outreach

IntegratedIntegrated

Avaya’s Next Generation Outbound

Proactive Contact & Voice Portal on a common server

Live agent & multi-channel from a single platform

POM 2.5 (Automated Notifications) available today

POM 3 (live agent) in December

Proactive Outreach Manager (POM)

UnifiedUnified

A turnkey, bundled solution for mid-market (<250 agents)

Uses IP Office Switch (no PG230)

Includes: Proactive

Contact 5.1 Web based

agent Scripting Recording Analytics

Outbound Contact Express

BundledBundled


Global Requirements Integration Program (GRIP)

The Account team submits enhancement request to GRIP portal

Clear & Complete description of

problem customer needs solved

Complete List of customers

affected


PG230 IP Card

Enhanced Cell Phone Detection

Automatic Record Selection for Job Linking

Real-Time Record Selection Support

Unit Work List Compatibility with Infinite Lists

Multi-Unit Select for Unit Work List Jobs

Virtual Job “Opt-Out”

Internet Monitor Enhancements

Real-time Scheduling Execution

Simultaneous Agent and Call Blending

Logical Code Isolation

Upgrade Simplification

Miscellaneous Improvements (see detail)

Automated Agent Monitoring Transition

Automatic Recalls for Completed Jobs

Extend Agent Joblist Functionality

Enhanced Oracle Database Documentation

Simultaneous Campaign Alert

Strengthened Password Support

Enhanced SNMP Support

Agent Blend Support for AACC

Telephony

Productivity

Blend

Administrative

Miscellaneous Improvements (see detail)

Hardware and Software

GRIP

GRIP

GRIP

GRIP

GRIP

GRIP

GRIP

GRIP

GRIP

Click file below

for detail

Proactive Contact 5.0 Feature List Summary

SMTP Support

PC5

- FTC Compliance -


Multi-Tenancy

10 Dialers per Pod

Support Longer Calling

List Names (G1350)

Oracle 11g

Enhanced IQ Reporting Events

Out of Area Code Cell Phone Time

Zone Handling

Simplified Supervisor Install

Automated Release Agent to Ready

for Answer Machines (GRIP 6004)

Proactive Contact 5.1 Feature List Summary

GRIP

GRIP

GRIP

GRIP

GRIP

- Released and Generally Available, Feb 2013 -

Proactive Contact 5.1


GRIPS Being Considered* for Next Release of PC

• SIP Support (via gateway)• Dual NIC Support• Windows 8• change VIRT_PORT_TIMEOUT:60 to be

VIRT_PORT_TIMEOUT:10 • Managed Recall• Output IMON raw data • NPA/NXX updates to Dialer• AUTORELEASE enhancement for NO

ANSWER calls• Configurable password lockout attempts• change the master.cfg parameter of

MAXSCRIPTLINES to 6000• Disabling Agent API log and Agent Error

log as default• Pass ANI for opt out calls to VDN• PAB Greeting on return to outbound

• Virtualized Server (vmware)• CIFS RPM Support for file

sharing• Add hang-up call events to API• Support CTI Dialer on System

Platform• Eliminate error message for

screen change• Fix Call Termination Term for IQ

Contact Details Report• Serviceability: Add option to

append to API.trans instead of overwrite

• Removing Users in Hierarchy Manager

• Enhanced Voice and Answer Machine Detection, by job

* NOTE: GRIPS are currently in evaluation phase. None have yet been approved for inclusion in the next release


PC 5.1

Avaya Outbound Suite – Release Map

CY11 CY14CY12 CY13

POM 2.0

CY10

POM 2.5 POM 3.0 POM X.X POM X.X

PC 5.0 PC X.X

Next Gen

OCE 1.0

Legacy

Mid-market

OCE 1.x

POM: Proactive Outreach ManagerPC: Proactive ContactOCE: Outbound Contact Express


Thou shall not harass Thy consumer!

FCC Telemarketing Rules (TCPA)

On February 15, 2012, the FCC adopted rules to strengthen consumer protections against unwanted telemarketing “Robocalls” to wire-line and wireless phones

The latest of the regulations became effective in January 2013, and the last will be effective on Oct. 16th 2013.


For further information directly from the FCC, contact Karen Johnson at 202-418-7706 or [email protected], or visit the web site at www.fcc.gov. Press contact: Janice Wise (202-418-8165; [email protected]).

The FCC Definition of “Robocalls” is listed below, and can be found directly at the following link: http://www.fcc.gov/guides/robocalls

“…..unsolicited prerecorded telemarketing calls to landline home telephones, and all autodialed or prerecorded calls to wireless numbers, emergency numbers, and patient rooms at health care facilities. These calls are known as “Robocalls.”

FCC Information

mailto:[email protected]

http://www.fcc.gov/

http://www.fcc.gov/guides/robocalls


FCC REGULATIONS1. Requires telemarketers to obtain prior express written

consent from them, including by electronic means such as a website form, before placing a robocall to a consumer;

2. Eliminates the “established business relationship” exemption to the requirement that telemarketing robocalls to residential wire line phones occur only with prior express consent from the consumer;

3. Requires telemarketers to provide an automated, interactive “opt-out” mechanism during each robocall so that consumers can immediately tell the telemarketer to stop calling; and,

4. Strictly limits the number of abandoned or “dead air” calls that telemarketers can make within each calling campaign.


FCC REGULATIONS1. Requires telemarketers to obtain prior express written consent from them, including by electronic means such as a website form, before placing a robocall to a consumer;

2. Eliminates the “established business relationship” exemption to the requirement that telemarketing robocalls to residential wire line phones occur only with prior express consent from the consumer;

Avaya’s Response

Avaya Response

The first and second rule changes are directly related to business

practices that must be implemented by the telemarketing organization, and do not relate to the technical

capabilities of “RoboCall” equipment.


FCC REGULATIONS

Avaya’s Response

Avaya Response

Avaya has made the appropriate changes to supported versions of

Proactive Contact so that our customers can meet the third rule

change. These changes provide the called party the ability to

automatically (without ever speaking with a live agent) opt-out

to the company’s DNC list when they receive any automated

telemarketing message

FCC REGULATIONS

3. Requires telemarketers to provide an automated, interactive “opt-out” mechanism during each robocall so that consumers can immediately tell the telemarketer to stop calling;


FCC REGULATIONS

Avaya’s Response

Avaya Response

Using Proactive Contact’s patented Cruise Control algorithm,

customers can choose a specific abandon rate percentage, i.e. 3%, and the system will automatically

manage to that setting.

FCC REGULATIONS

4. Strictly limits the number of abandoned or “dead air” calls that telemarketers can make within each calling campaign.

Effects of Cruise Control

50

60

70

80

90

100

110

8AM 9AM 10AM 11AM 12PM 1PM 2PM 3PM 4PM 5PM

Time of Day

Ser

vice

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bje

ctiv

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Desired ServiceLevel

ManualAdjustments

Avaya CruiseControl


Effective October 16, 2013, the FCC’s amended TCPA regulations

prohibit the use of an ATDS to make telemarketing or advertising calls to cell phones without the call recipient’s “prior express unambiguous written consent.” The consumer’s provision of his/her telephone number will no longer constitute sufficient consent for a business to use an ATDS to call his/her cell phone for solicitation purposes.

An ATDS, Automatic Telephone Dialing System, is “equipment which has the capacity: (A) to store or produce telephone numbers to be called, using a

random or sequential number generator; and (B) “to dial such numbers.”

Effective in October 2013

This regulation is subject to interpretation by businesses and their legal departments. If a company should determine that cell phone numbers may not be called using predictive dialing, Avaya Proactive Contact can be customized in configurations that limit or prohibit either predictive dialing only, or all automated dialing functions. These include Preview (Managed) Dialing and TEST mode.


Summary Avaya continues to invest R& D dollars in multiple

outbound applications

This is being done with the objective of helping our customers obtain a holistic, 360 degree view of their customers, converging onto a single IB/OB platform

The integrated applications platform of the future is Proactive Outreach Manager (POM)

Help us decide what goes into our next releases

Take advantage of custom offers and custom development capabilities of Avaya Professional Services

We can consult with you on how Avaya’s outbound applications can function in today’s regulatory environment

Pick up a copy of the Avaya Customer Experience Management Guide!

thank you

Bill [email protected]+1.425.201.9407

Avaya Rocks!

Please Dial Responsibly

Thank You

mailto:[email protected]

Avaya intro & updates

Business

Transcript of Avaya intro & updates