Contact Center Trends & Collaboration Environment Terri Patrick – Solution Specialist, Western...

Contact Center Trends & Collaboration EnvironmentTerri Patrick – Solution Specialist, Western RegionBret Lathrop - Senior Director, Contact Center Practice

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Trends

Enabling Next-Gen Customer Experience

Approach and Use Case Examples

...in our time together


Connected Cars &Planes

Wearable Technology

Digital Kiosks

More Access

Always Aware More Influence

Now-Gen, Mobile, Connected World


Companies Need Ways to Stay Aheadof Customer Expectations

ImproveProactive Engagement

Deliver Better Omnichannel Service

GreaterVisibility and Control

Improve Customer Lifetime Value

Improve Satisfaction and Loyalty

Create New Opportunities to Grow Revenue


Contact Center Managed Services

Scope of Offering

Contact Center Foundation

Contact Center Application Support

Contact Center SignatureServices

Contact Center Pillars: Customer Experience

Multi-Channel

BI & Analytics

Admin & Monitoring

Self Service

Work Force Optimizatio

n

CRM Integration

Enterprise Vendor Management System Admin & Move, Add, Change Software Release Management

Performance Management Critical Linkage Monitoring & Updates

IT Lifecycle Management & Roadmap Specialist on Call Demand & Capacity Management

Assessments Pulse & Stress Testing

Backup & Configuration Management Monitoring – Basic Health

Custom Application Restoration Custom Application Routine Adaptation

aaS offers (key contact center technologies as a hosted/cloud service

Voice of the Customer Technology Consultancy


Performance and Analytics

Enabling the Context-Aware Customer ExperienceAvaya Aura Collaboration Environment

Avaya Aura SessionManager

SystemManager

Avaya Media Server

Avaya Aura Experience Portal

Avaya Aura Collaboration Environment

Proactive Outreach Manager

Intelligent Customer Routing

Orchestration Designer

Media and Devices

CUSTOMERS ENTERPRISE

WebRTCCollaboration

DesignerReal-Time

SpeechContextStore

WorkAssignment

UnifiedDesktop

Reporting& Analytics

Collaboration Environment Snap Ins


Capture, Store, Integrate

Single Common Application Platform Simple, Consistent, Easy

Manageability

DynamicApplication

and User Provisioning

Reliability

N+1 Geo-Redundant

Scalability

35,000 Users

Security

HighlySecure

Virtualization

VMWare

In Memory Data Grid


WebRTCCollaboration Designer

Context Store

Real-Time Speech

Work Assignment

Beta in May 2014, Available 2H, 2014


Persistent Conversation... Across the Whole Customer Journey

Personalized, Exceptional, Seamless Customer ExperienceOptimal Utilization of Resources

SMS

E

Routing/ Resource Decision




ID: AO-1234567External ID: (UCID)

Context Record

Type: “Personal Advisor”

Previous Contact: “Y”

Preferred Contact “Y”


Context Record

key1: “Sentiment”

value1: “Angry”

key2: “Language

value2: “English”

key3: “CustomerLevel”

value3: “Gold”


Context Record

Style: “Sympathetic”

Approach: “Supportive”


Context Record

Customer ID: “K48327”

Product Category: “Credit Card

CustomerID: 28651

CustomerName: Tony Peters

CellNumber: +1720 345 6789

Segment: Gold


Context Record

AccountID: A8T4LGH

OrderStatus: Dispatched

DeliveryDate: 06/02/2014

OrderNumber: 398HT3457

ANI: +1720 345 6789

MenuSelection: Orders

PreviousContact:: 03/02/2014

http://images.google.com/imgres?imgurl=http://www.clker.com/cliparts/0/f/c/2/1195445181899094722molumen_phone_icon.svg.med.png&imgrefurl=http://www.clker.com/clipart-12243.html&usg=__a1YqNyZp2tXi8iHFQ1P0Zk2dRYc=&h=297&w=297&sz=14&hl=en&start=179&itbs=1&tbnid=1t5zVrxkONAgPM:&tbnh=116&tbnw=116&prev=/images?q=phone&gbv=2&ndsp=20&hl=en&sa=N&start=160


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 secure secure context

encryption for PCI compliance Enable DNIS pooling for transport of

context

Context

ContextID: 123456789

Data

Key1: Value1Key2: Value2

Key3: Map[Key1:Value1,Key2:Value2]

.

.KeyN: ValueN


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


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

pagesDecreased 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.


WebRTC Challenges

IE usage dips on weekends. Still dominate in enterprise business market.

Browser Market Share


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.


Now, Near and FutureNow

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.

Customer AgentACD/PBX

CRM

WebRTC-enabled website page

Voice / video / browser view context shared between customer & agent

Near• Hosted solutions• Mobile & Web

apps will drive & dominate.

• Managed Services to help adoption.

Future• Industry is heading in

the right direction• Consumer continues

to outpace the enterprise for adoption.

• Open Source Solutions (Doubango, Asterisk, FreeSwitch)


Provides ‘Click to Call’ audio

support with accompanying

web data elements

With 3.0 What’s Next On the Horizon

Support for video streaming,

supporting VP8 video

compression

Ubiquitous availability of

WebRTC solutions across mobile as well as desktop devices

Avaya WebRTC Roadmap


The Routing Evolution

ACD• ANI• DNIS

Skills Routing

• Individual Skills

• Expected Wait Time

Business Advocate

• Predicted Matching

• Least Occupied Agent

• Reserve Agents

Work Assignme

nt• Multi-Modal• Customer

Intent• Customer

Attributes• Match to

CC KPI• Single Pool• Enterprise-

wide• Analytics

DrivenTime

Business Agility

1:1 Matching

Rich Context

Spanning 25 years of Industry Experience


Routing in the Contact Center TodaySkills Based Routing

Agent N Agent D Agent K

Agent T Agent L

Agent X Agent R Agent E

Agent P

S

kills

Bas

ed R

outin

gSkillset 1

Skillset 2

Skillset 3

Queue for Skillset 1




Business Value For Customer ExperienceWork Assignment

Agent K

Agent T

Agent X

Agent R

Agent E

Agent P

Pool of Resources

Agent T

Agent W

Pool of Work

Specialist1

Specialist4

Specialist5

Specialist3

Joe

Best Match

Mark

Context Based, Best Match Routing across the Enterprise

Specialist5


Attribute Based Routing ExampleCustomer Needs Expert Assistance In Branch

Customer arrives at the local bank branchwith a specialized question about a particularinvestment product

Customer arrives at the local bank branchwith a specialized question about a particularinvestment product

1

Bank representative enters customer questioninto a web application powered by Workflow

Bank representative enters customer questioninto a web application powered by Workflow

2

The application locates expert at thecorporate office and connects himto the bank representative

The application locates expert at thecorporate office and connects himto the bank representative

3

Bank representative is able to answerquestion and customer signs up

Bank representative is able to answerquestion and customer signs up

4


Avaya Work Assignment Roadmap

• Workflow Snap-in Integration with System Manager for Administration and 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

With 3.0 What’s Next

• 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


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

Avaya Collaboration Designer

Empower Enterprise Resources to Easily Produce Customer Journey Maps Utilizing a Single, Graphical, Intuitive Canvas


Avaya Aura® Collaboration Environment

Avaya Aura® Platform stack

Avaya Scopia®

video infrastructure

Email & SMS service support

Avaya clients & PSTN access

Secure access to a dedicated sandbox w/optional development environmentJumpstart without

up-front infrastructure upgrades

Pre-configured, ready for immediate use

Subscription model

Enterprise CorporateDevelopers

ISV Developers

Systems Integrators

ScalabilityManagement Serviceability

Collaboration Environment

Security Virtualization Reliability

Communication Manager Session ManagerSystem ManagerMedia Server

Accelerating the Developer Community Avaya Aura Collaboratory™


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


Under Investigation PhaseRoadmap

UnifiedDesktop

Reporting &Analytics

AutomatedChat

Co-Browsing

Mobile Video

BrowserPlug-in

WebRTCVideo More!


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.

Contact Center Trends & Collaboration Environment Terri Patrick – Solution Specialist, Western...

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