IP Office Contact Center - Demo Script and Presentation
Transcript of IP Office Contact Center - Demo Script and Presentation
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IP Office Contact Center
Technical Feature Overview and Uses Cases
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O"#ective of $%&Partner IPOCC 'e(o Pac)a!e
%(*ower the $% and Partner Co((unity to+ Articulate "riefly IP Office Contact Center advanta!e
,uild out a IP Office Contact Center $erver with initialconfi!uration
Custo(i-e initial confi!uration with de(o s*ecific tas) flows.I/ scri*ts
Present i(*actful de(o of IP Office Contact Center (ainfunctional areas
A!ent % *erience $u*ervisor % *erience Ad(inistrator Activities includin! "asic )nowled!e fle i"ility to
custo(i-e all as*ect of the syste(
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28 th February
Avaya IP Office Contact Center
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Avaya 4id(ar)et Colla"oration $olutionSimple, Powerful & Affordable
Contact Center
5etwor)in!$ecurity
Colla"oration
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Avaya Contact Center $olutions for IP Office
Voice
Multi-channel
Integratedadvanced
applications
Suite-basedenterprise
features (HAsession !g!t"#
006 26030 60 100
Pri!aryCo!petitors$Shore%elVo&tron ('%#AltitudePresence
Pri!ary Co!petitors$enesys )&press
Cisco *CC&Altitude
PresenceHua+ei
Pri!ary Co!petitors$enesys
CiscoInteractive IntelligenceAltitude
Pri!ary Co!petitors$enesys )&press
Cisco *CC&Altitude
PresenceHua+ei
Avaya Contact Center offers based on Avaya AuraAvaya Aura Contact Center Suite for Midsi,e )nterprise (AACC-M#
Avaya Aura Call Center )lite for Midsi,e )nterprise ()lite-M#
Co!petitors$Cisco *CC-
InteractiveIntelligence CIC
Aspect
Shoretelenesys )&press
Hua+ei
Shoretel
)tc"
Avaya Contact Center SelectA .une /0
Avaya IP Office Contact Center
A 1eb /2
Contact Center Solutions for IP Office
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8hat Are 8e 9aunchin!:
In"ound
Out"ound
$(all and (idsi-e,usiness
Custo(ers and*ros*ects
Avaya Contact Center Solutions for IP OfficeMultichannel Innovation Built for Small and Midsize Business.
,uild $atisfaction; 9oyalty<
,uild 9ifeti(e/alue<
One Interactionat a Ti(e<
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IP Office Contact Center Powerful features
eal ti(e ; historical re*orts e(ail&we"&voice transactions
Powerful. custo(i-a"le a!ent des)to*
clic) to call. (ultichannel view etcCall recordin! for every A!ent and$u*ervisor I(*roves a!ent *erfor(ance.
eli(inate conflicts,uilt in I/ *ro(otes self service
educe a!ent handle ti(e
$u**orted in U$. Canada. U>. Australia. 5ew ?ealand. India @%n!lish only
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A!ent Ca*acity Add to IP Office IP Office Contact Center $erver
IP OfficeServer )dition*p to 344 agentsat u* to 32 nodes
su**orted "y the*ri(ary server
P5OVISIO6Additional Hard 7rive
on S) Server ‒ Contact ecorder
Partner-Supplied Server
8indows 200B 2 or 2012 2 $erver 4ini(u( hardware re uire(ent
Intel Deon %3 Euadcore 3 1 G-
B , '' 3 %CC 1 $ea!ate $T600'4002 600 , for(atted ca*acity. =200 P4.174, cache. $ATA interface. AI'1
AI' controller @Intel C202 on"oard 1 1 , 5IC
$a(*le servers‒ 'ell '210&220‒ Fi#itsu Pri(er!yTD1000$3*
IP Office844v/
*p to 94 agentsat a sin!le site@no (ultisite contact
center su**ort over $C5
A77Partner-Supplied
Application Server
2 hard drives‒ /4Pro‒ Contact ecorder
IP Office Contact Center Confi!uration O*tionsSold as software – ISO or OVA
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IP Office Contact Center Terminology
%as: e*resents a custo(er tele*hony call. e(ail or chat%opic 4edia inde*endent route *oint. essentially a virtual device that can receive(ulti*le. si(ultaneous calls for redirection via a Tas) Flow Tas)s are ueued at theTo*ic level first
%as: 1lo+ (Call 1lo+# ; A *ro!ression of ste*s to deter(ine the routin! of a tas)co(in! into the Contact Center This Jscri*tK contains a "e!innin!. lo!ical ste*s "asedon syste( and call s*ecific ele(ents and a destination This is *resented !ra*hically inthe contact center syste(
Agent roup < A Provides destination *oint for tas)s in which a!ents can lo! into toreceive the tas)s The syste( acce*ts the tas) as a To*ic which follows the tas) flowulti(ately sendin! the tas) to a free a!ent in the a!ent !rou*
%ea! A list of a!ents confi!ured in a tea(. used for re*ortin!
=rap *p % uivalent to After Call 8or). it is the ti(e an a!ent uses to co(*lete wor)"etween calls
%e&t 'loc: Go(o!eni-ed res*onses for increase *roductivity Once created. Te t,loc)s can "e used in te(*lates or assi!ned to To*ics and "e offered to a!ents wheneditin! a (essa!e "elon!in! to that To*ic
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$yste( Confi!uration ; $etu*3" Step
Collect the custo(er data inan % cel te(*late
/" StepInstall software
9" StepI(*ort the custo(er data and
test standard features
Custo! Setup4a)e custo(er s*ecific
confi!uration
% cel
The syste( confi!uration will"e defined in a s*ecial*re*ared % cel fileaccordin! to the custo(erre uire(ents
Core Syste!$8indows 4$Isetu* unattendedor /4 8arete(*late
Clients$8indows 4$Isetu* unattended
'e*ends on
The software will "e installedwith 8indows standardsetu*s @4$I routines"undled in setu* wi-ard
The collected syste(re uire(ents will "e i(*ortedThe syste( is o*era"le andcan "e tested with standardcall&tas) flows and standardannounce(ents
Clean$yste(
A"out 1 h for20 A!ents
Accordin! to the "usiness*rocess of the custo(er thecall&tas) flows will "ei(*le(ented via the Phoenidra! ; dro* tas) flow editorand the I/ editor
IP OfficeContactCenter
'e*ends on thecusto(er
re uire(ents
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$te* 3 %asy Tools to 'e*loy Initial $yste(,ased on Custo(er 5eeds
Custo(er 'ata in*ut s*readsheet Tas) Flow 9ayouts
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A!ent 'es)to*Features and Functions
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A!ent A**lications
Ho!e 9andin! *a!e after lo!in Contents is confi!ura"le with a su"setof real ti(e statistic ele(ents
%elephony A**lication where A!ents *rocess calls and view custo(er
infor(ation Can *refor( actions li)e *ic)u* calls fro( other rou*s andto*icsL review and call "ac) a"andoned calls
)!ail A**lication where A!ents *rocess e(ails
Chat A**lication where A!ents *rocess chats
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A!ent $creen Custo(i-ed /iew
Custo(i-e to Tea( or A!ent rou* standards Add real ti(e infor(ation relevant to Tas) Flows and $)ills
Personali-e the A!entUser Interface
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A!ent User Interface 4ini(i-ed view
4ini(i-es as a fully functional side"ar allowin! for other PC wor) tocontinue
% *and. contract or (a i(i-e tolar!er User Interface as needed
Full Call Control
% *anded /iew
A!ent $tatus*er Tas)
Tas) ty*e Audio.
%(ail. Chat
$ide"ar /iew
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A!ent User Interface Tele*hony /iew
Full a!ent control+ $i!n in&out A!ent rou*s
/iew history
/iew Custo(er 'etails
Custo(i-a"le
to define si-e andinfor(ation visi"le
Access to availa"leTas)s and 4ediafunctions
Or!ani-e views in ta"s
and (a)e use of hy*erlin)sInte!rated Internet % *lorero*tion for Call 'ata drivensearches and&or access towe" tic)etin!
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%(ail Processin!
Answer. create.*ost*one and forward
Inte!rated address "oo)
Te t "loc)s defina"le toassure hi!h ualityanswers and s*eed
Channel *rioriti-ation
anddefina"le wor)load *er A!ent
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Inte!rated Chat Answer. create. *ost*one and forward
Auto res*ond with Pre 'efined Te t (essa!es to assure hi!h uality answersand s*eed
Inte!rated address "oo)and custo(er data"ase
Channel *rioriti-ationand defina"lewor)load *er A!ent
A!ent User Interface Chat /iew
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$u*ervisor 'es)to*Features and Functions
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$u*ervisor can re(otely lo! on&offand si!n on&off a!ents fro( A!ent!rou* @re(ote functions
$u*ervisor silent (onitorin!
Fully custo(i-a"le. Feature rich
interfaceCoachin! functionalities
e*orts co(*ara"le withinte!rated re*orts li)e C4$
Pic)u* and dele!ate calls
$u*ervisor User Interface
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eal Ti(e Infor(ation
Overview of contact centerstatus
Individual (onitorin! screenwith inte!rated tele*honyfunction
Infor(ation availa"le fora!ents. tea( leaders andsu*ervisors
8aitin! ueue of all tas)sincludin! %(ail ; Chat
$ervice level infor(ation
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eal Ti(e 'ata
aitin! ueue of all channels includin!(ails and Chats
9ists of waitin! calls&e(ails< $ervice level Thresholds
A!ent state *er A!ent rou*&Tea( Inte!rated Tele*hony functions e(ote lo!in&lo!off. si!n on&si!n off
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$tatisticsCounter "ased re*orts
Confi!ura"le *ara(eters *er re*ort Ti(escale
'uration
Counter ty*e @a!ent. to*ic. (edia
e*ort ty*e @(anual. auto(atic
Individual re*orts Predefined e*orts
Call "ased re*ortin! Contact evaluation
Custo(er history A!ent history
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Gistorical e*ortin!
$tatistics Counters availa"le for to*ics. a!ents. A . tea(. <
% *ort to % cel @o*tional auto(atic use of custo(er defined(acro csv. *df. rtf
$end e*orts via %(ail Out*ut with defined resolution @(inutes. hours. days. wee)s <
'efinin! of *eriod @start sto*. day of wee)
$cheduled @auto(atic or cyclical statistics
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A!ent $tatus and Contact 'etails
A!ent $tatus e*ort+ 5on Tas) related events
Contact and Custo(er 'etails e*ort
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$u*ervisor Interface 9ive 'e(o
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$yste( Call Gandlin!O*erational Overview
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Ad(inistrator $creensFeatures and Functions
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Ad(inistrator A**lications
Configuration - Confi!ure (ainContact Center ele(ents
%as: 1lo+ )ditor - Confi!ureContact Center routin! rules
*I Configuration - Confi!ure ;
assi!n Contact ; 4enu ,ars.Go(e ; Tele*hony features
IV5 )ditor - Confi!ure I/ scri*ts. Announce(ents ; user res*onse
7ialer - Confi!ure out"ound dialer #o"s ; ca(*ai!ns
)!ail Confi!ure e(ail @U4 coreco(*onents
%e&t 'loc:s Confi!ure "loc)s of te tused for %(ail auto re*ly te(*lates
Address 'oo: Confi!ure address"oo) access and availa"ility to %(ail
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Ad(inistration 9andin! $creen
A!!re!ated contact center services and ele(ents@*er ta"
Confi!ured syste( connections and syste( services
'efine A!ent. A!ent rou*s. Tea(s and To*ic views
$et country and (ana!e custo(er data "ase'efine and (ana!e announce(ents
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IP Office Contact Center Topi" Configuration
To*ic are associated tas)s "y % tensions for tele*hony i e 36=
%(ail addresses for %(ail Tas)s @salesN(ail co(*any co(
Instant 4essa!e I's for Chat @salesNchat co(*any co(
To*ic are used to *resent tas)s to acall flow associated with the to*ic
Unli(ited To*ics can "e defined
$et $)ill levels needed for to*ic
$et routin! order and availa"ility
Chan!e *icture
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IP Office Contact Center Agent %roup Configuration
Thousands of a!ent !rou*s can "edefined @6 10 are co((only used
%ach a!ent can "e (e("er of u* to120 a!ent !rou*s @*er (edia ty*e
%ach A!ent has its own level or*riority assi!ned to the a!ent !rou*@1 70
'istri"ution rules for an a!ent !rou*+ *riority in the sa(e *riority level+
lon!est idle ti(e A!ent rou*s are the destination for to*ics after call routin! lo!ic isco(*lete. tas)s are ueued and*resented to a!ent when availa"le
Chan!e *icture
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IP Office Contact Center Agent Configuration
Any nu("er of a!ents can "edefined. "ut only the licensednu("er can "e active
Assi!n A!ents to A!ent rou*s andtea(s
$et a!ent (ulti channel access
$et a!ent s)ill level
%ach a!ent can "e (e("er of u* to120 a!ent !rou*s @*er (edia ty*e
$et *riority level for assi!ned !rou*s'efine *rivile!es and authori-eaccess to syste( ele(ents such asto*ics
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Tas) Flow %ditor Tas #low 'enu
Identify$ource
'efineCondition
Choose'estination
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Tas) Flow %ditor ()ample Stru"ture Chan!e *icture to
call flow fro(
trainin!session&de(osetu*
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IP Office Contact Center Intera"ti e Voi"e *esponse !IV*$ O er iew
$elf $ervice Co(*onent @I/with a !ra*hical scri*t editor"uilt in
Touch tone @'T4F ca*a"ilities"y default Te t to $*eech
availa"le fro( 4icrosoft or canuse 5uance with additionalcost @$*eech eco!nition can"e done via 5uance
Access to standard O',Cena"led data "ases
O*tion to *lay *lainannounce(ents only@non interactive. no touch tone
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I/ %ditor
ra*hical tool for "uilt in $elf $ervice Co(*onent @I/ Announce(ents @ wav PC4 coded
'T4F reco!nition @also+ fa reco!nition
/oice (essa!es
record @silence detection
%(ail. delete outin!
Access to O',C ena"led data"ases
'ra! 'ro* ele(ents to "uild hi!hly *roductiveand so*histicated I/ interaction usin!recorded or Te t to $*eech Announce(ents.data "ase ueries. syste( or call s*ecificevents and (uch (ore
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$yste( Confi!uration 9ive 'e(o
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IP Office Contact Center Solutions ;Sales %rac:
www avaya learnin! co( 9o! in usin! $$O credentialsPre re uisite+ IP Office $4% sales credential %arned "y co(*letin! on line assess(ent 2$00010A
IP Office Contact Center Course$ 2400100O
$ellin! Avaya Contact Center $olutions for IP Office 'uration+ 1 Gour
Online %ests (to earn APSS ; IP Office CC SalesCredential# 2400001A $ellin! Avaya Contact Center
http://www.avaya-learning.com/https://www.avaya-learning.com/t/Catalog/offering_detail/20115https://www.avaya-learning.com/t/Catalog/offering_detail/20115https://www.avaya-learning.com/t/Catalog/offering_detail/20140https://www.avaya-learning.com/t/Catalog/offering_detail/20140https://www.avaya-learning.com/t/Catalog/offering_detail/20140https://www.avaya-learning.com/t/Catalog/offering_detail/20115https://www.avaya-learning.com/t/Catalog/offering_detail/20115http://www.avaya-learning.com/