Contact Center, Evolution and Self Service Peter Pauhof, ppauhof@avaya.com

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Avaya Accomplishments

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The Autonomous Consumer Consumer Preference Will Drive Contact Center Investment

have interacted with a company via social media 55%

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

say convenience is more important than price 1 in 3

68% 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 channels 82%

say organizations make it easy to switch between different channels 17%

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

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Customer Experience Management Strategy Driven by Market Trends, Implemented via Avaya’s Full Stack Solution

Aware Customer Experience Strategy Full Stack UC / CC Solution

Customer Experience Framework

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Partners Are Telling Avaya What They Need To Sell to the Small and Medium Enterprise Customers

Customer Experience

Partner Experience

Partner Value Proposition

•  Superior Agent & Supervisor Experience •  Simple to Configure & Manage •  Feature Rich on Day One

•  Address the Broadest Market Segment •  Highest Margin & Competitive Differentiation •  Seamless Integration with IP Office

•  Simple to Sell and Demonstrate •  Easy and Profitable to Design, Order, Deliver •  Efficient Service Delivery & Lifecycle Management

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Today Avaya Aura/

CS 1000

Avaya Aura Communication Manager + Avaya Aura Contact Center Suite for mid-size Enterprise (AACC-M)

Avaya Aura Communication Manager + Avaya Aura Call Center Elite Suite for mid-size Enterprise (Elite-M)

CC Channel Partner Credential Required

Future IP Office

Additional scale possible with Avaya Contact Center Select

Avaya Responds: New Offers for Improved Market Coverage Providing margin rich, competitive solutions

Integrated Advanced

Apps

Suite and Enterprise

Features (HA, Session

Mgmt, etc.)

400 250 30 50 100

IP Office Contact Center •  5-100 agents •  Primarily for

IP Office partners Voice

Multi-channel

Avaya Contact Center Select •  S/W OVA •  Single Server •  Inbound Contact Express (ICE) Primarily for CC focused partners or IP Office partners looking to expand CC practice

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Mid-Market Contact Center Solutions on Avaya Aura For Greenfield Contact Center Customers

In Market GA since May 2013

Elite CMS

WFO CR

Elite CMS

WFO CR EMC

Elite CMS

WFO CR EMC AEP

In Market GA since Nov 2011

AACC Voice AACC Reporting

WFO CR

AACC Voice AACC Reporting

WFO CR AACC MM

AACC Voice AACC Reporting

WFO CR AACC MM

AEP

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Expanding Market Coverage Drives Increased Revenue Opportunities

Outbound Contact Express IP Office Contact Center

Chat

SMS

SMS

Email Voice

Voice

Inbound Contact Express

Chat

SMS

SMS

Email

Voice

Avaya Contact Center Select

Speech Analytics

Turnkey Solution

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IP Office Contact Center Integrated, cost-effective CC solution with a simple add-on offer for IP Office 1-100 agents

!  Midmarket, 1-100 agents added to an IP Office

9.0.2 system (SE or IP500v2* supported)

!  Tailored for inbound customer contacts using voice, email, web chat

!  Full featured solution with industry leading agent and supervisor desktop, reporting, call recording, and telephony capabilities

!  English market only in first release (US, Canada, UK, Australia, New Zealand, India)

!  Rapid deployment, in hours versus days

!  Simplified support with a single vendor

Agent Endpoints

IP Office Contact Center

Agent Desktop

* IP500v2 with Preferred Edition supports up to 30 Active Agents

IP Office SE Single Node or Multi-site Networked

IP Office 500v2*

OR

Software Only ISO/OVA customer provided

VMWare environment

Available Feb 2014

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Avaya Contact Center Select

! Midmarket, 30-250 agents added to an IP Office 9.0 FP1 system (SE or IP500v2* support)

! Tailored for inbound customer contacts using voice, email, web chat, SMS, and fax

! Preview/progressive outbound campaigns

! Full featured solution with industry leading agent and supervisor desktop, reporting, call recording, and telephony capabilities

! Ready for global markets

! Two flexible offers: Virtualized Software only or Avaya Server Appliance included

! Rapid deployment, in hours versus day

! Simplified support with a single vendor

Agent Endpoints

Avaya Contact Center Select

Agent Desktop

Software Only OVA customer provided

VMWare environment

Single Server Turnkey Appliance Avaya provided hardware

OR

*IP500v2 supports fewer than 30agents

IP Office SE Single Node or Multi-site Networked

IP Office 500v2*

OR

Cost-effective CC solution with two simple offers for IP Office

Available June 2014

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Avaya Outbound Contact Express Outbound Capabilities Wrapped in a Full Solution Package

! Predictive and Preview Dialing – Call rates as per IP Office solution

–  FCC compliant (as per current PC CTI solution)

! Security –  Secure SIP trunking through Session Border Controller for Enterprise

! Agent & Supervisor Applications –  Thin client Web Agent, Supervisor apps rebranded on customer provided PC’s

! Scripting – Integrated with new Web Agent ! Reporting ! Call Recording for all agents – archive on customer server ! Speech Analytics – Desktop Client on customer provided PC ! PBX capabilities for Telephony to office users and agents

IP Endpoints

Supervisor

Avaya Speech Analytics

Web Agent

Available Now

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Avaya Inbound Contact Express Enables Powerful and Cost-effective Management of Customer Relationships

!  Midmarket, 30-250 agents, with up to 625 trunks

!  Tailored for inbound customer contacts (voice, email, web chat, SMS, fax) and preview/progressive outbound campaigns

!  Full featured solution with industry leading agent and supervisor desktop, reporting, call recording, speech analytics and telephony capabilities

!  Turnkey, pre-integrated, package with all hardware, software, phones (optional) required

!  Rapid deployment, in days versus months

!  Simplified support with a single vendor

Agent Endpoints

Avaya Contact Center Select

Avaya Speech Analytics

Agent Desktop

Available June 2014

Customer First, Customer Always The 360° Automated Experience

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Self-service can sometimes be limited and costly

Please enter your account

number

Please select from the following options: 1,

2,3,4,5… or hit zero for an agent

Sources: www.impactlearning.com; www.em-t.com; www.thinkaboutcrm.com; Avaya: Delivering Personalized Experience: The Multichannel Contact Center

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Automated Experience Management simplifies interactions across multiple channels at a lower cost

Are you calling about your recent call to

schedule service for your home ?

Would you like to reschedule your

appointment or check the status of the

technician?

VOICE

OUTBOUND

SCREEN POP

CALL RECORDING

REPORTING/ANALYTICS

VOICE (SELF)

INTELLIGENT ROUTING

EMAIL

WEBCHAT

INSTANT MESSAGE

SOCIAL MEDIA

VOICE

EMAIL

TEXT

VIDEO

Sources: www.impactlearning.com; www.em-t.com; www.thinkaboutcrm.com; Avaya: Delivering Personalized Experience: The Multichannel Contact Center

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Proactive communications with your customers can be resource intensive and costly

This is Acme Services reminding you about the

service you have scheduled tomorrow at 9am. Please call

us back if you need to reschedule

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Proactive Experience Management delivers cost effective communications and improves satisfaction

This is Acme Services reminding you about the service you have

scheduled tomorrow at 9am. If you would like to cancel your

appointment say “cancel”. If you would like to reschedule say

“reschedule”

VOICE

EMAIL

MOBILE

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Avaya Experience Portal & Orchestration Designer

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