Michael Wallace October 9 th, 2014 Avaya Aura® Collaboration Environment: Transforming your...
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Transcript of Michael Wallace October 9 th, 2014 Avaya Aura® Collaboration Environment: Transforming your...
Michael WallaceOctober 9th, 2014
Avaya Aura® Collaboration Environment: Transforming your business one great interaction at a time
2© 2014 Avaya Inc. All rights reserved.
Top Level Business Objectives
Profitability and Cost Management
Differentiated brand and better Net Promoter Score
Lower costs, increased revenue, improved profitability
Regulatory reform and compliance
Simplify, consolidate and automate operations
Attract and retain profitable, savvy customers
Image, trust, and increase customer mobility
More personalized experience, delivered anytime, anywhere, any channel
Customer Satisfaction and Advocacy
Productive and Effective Workforce
Productive work environment
Right skills, training, knowledge, information and resources
Opportunities to collaborateand develop
Flexibility and empowerment
3© 2014 Avaya Inc. All rights reserved.
Bringing data and
communications
together is complex, “one-
off” and time consuming
Employees are unable to take
full advantage of their mobile and tablet devices
Enterprises cannot leverage
intersecting social, business,
and mobile technology with
customer engagement
Communications Apps don’t
integrate with existing
investments or processes
Challenges and Symptoms
• Too much data, with limited ability to action
• Slow responsiveness to business needs
• Blurring lines between “UC” and “CC”
• Excessive cost and complexity
4© 2014 Avaya Inc. All rights reserved.
A Solution and Benefits
Avaya Aura Collaboration Environment brings simplified
and rapid communications apps development and delivery to any device
on an enterprise wide platform
Enterprises are more responsive
to customer and market needs
Users can leverage their
communications device of choice
Social, mobile and cloud
applications can be efficiently extended into the enterprise
Applications leverage, rather than replace,
existing investments and
processes
5© 2014 Avaya Inc. All rights reserved. 5
Transforming the Way We Work and Interact Avaya Aura® Collaboration Environment
Application development platform that:
Unites Customer Experience Management and Unified Communicationsto create enterprise-wide solutions
Integrates communication / collaboration into any app or sequence of apps
Makes vertical apps quick and easy to develop and deploy
Provides enterprise grade foundation
Allows developers to focus on business challenges vs. deep telephony / protocol knowledge
Speeds pace of business regardless of location
Integrated part of the Avaya Aura Platform
6© 2014 Avaya Inc. All rights reserved.
Business Needs:Effective response, team formation,
notification from employees / customer services
Inputs Results
Avaya Aura® Collaboration Environment
Customers, Colleagues,
Suppliersor Events
Collaboration Environment
Avaya Applications
Higher customer satisfaction
More efficient employees
Acceleratedresponseto issues
Scalability Security Virtualization Reliability Serviceability Management
AvayaDeveloped
3rd PartyISV
Developed
CorporateEnterprise Developed
Communication Manager
Call Center Elite
Session Manager
System Manager
Media Server
Web / Web RTC
Voice / IVR
Mobile / SMS
Social
Video
7© 2014 Avaya Inc. All rights reserved.
DATA GRID
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
Omnichannel Web, Mobile, Voice, Video, Email, SMS
8© 2014 Avaya Inc. All rights reserved.
Avaya Aura® Collaboration Environment Key Capabilities
Snap-in approach makes capabilities extensible across a diverse array of applications
Invoke services using a common set of methods for voice, video, SMS/text and email
Embed multi-channel collaboration into any application or sequence of applications
Deploy collaboration feature sets with built-in security, reliability and scalability
Single SDK with familiar interfaces that do not require detailed knowledge of telephony or protocols
Sample applications and code speeds time to deployment
Tailor Collaboration for Any Role, Task or
Vertical
Turn Discrete Applications and
Services into Compelling Solutions
Transform Developer Experience
One Platform for Customer Engagement and Unified Communications
9© 2014 Avaya Inc. All rights reserved. 9
Collaboration Environment Snap-ins What is a Snap-in?
– Modular, re-usable code that connects, enables, or facilitates a desired outcome
Value: – Quickly, cost effectively integrate new capabilities
into business processes and functions
– Efficiently reuse capabilities across multiple applications and functions
– Flexibly select and use the ones you want
WebRTCWork Assignment
CollaborationDesigner Context Store Real-Time Speech
10© 2014 Avaya Inc. All rights reserved.
Avaya Collaboration Designer Snap-in
11© 2014 Avaya Inc. All rights reserved.
Avaya Collaboration Designer
Utilize graphical user interface, with drag|and drop capability, to develop and deploy high value workflows
Integrate snap in and collaboration environment capabilities into workflows
Utilize extensive, expandable and customizable palette to tailor and customize workflows
Leverage data grid for long term storage (days, weeks, months) of workflows to support long running transactions
Empower Enterprise Resources to Easily Produce Customer Journey Maps Utilizing a Single, Graphical, Intuitive Canvas
Faster time to market, without Javaor communications knowledge
Greater enterprise control over workflows and customer journey maps
12© 2014 Avaya Inc. All rights reserved.
Collaboration Designer Use Case“Not everyone is a Java Developer”
Business Issue: Application requirements are well
understood by business analysts, BUT
Company lacks Java development resources
Benefits: Application adapts to business
need vs. business adaptingto application capabilities
Business analysts are liberatedto drive service and profitability
Easy ad-hoc changes to run-time processes.
Solution: Business analysts can create
solutions using the “What you draw is what you execute” principle of Collaboration Designer
Simple, browser based interfaces leverages existing desktop software
Collaboration Environment
13© 2014 Avaya Inc. All rights reserved.
Avaya Context Store Snap-in
14© 2014 Avaya Inc. All rights reserved.
Today’s Omnichannel Customer ExperienceSilo’d, Disconnected, Repetitive, Time Consuming
Call Routing
CustomerConnections
Agents
Routing/ Resource Decision
SBC
IVRApplication
Call Routing System
PBX
Routing/ Resource Decision
Routing/ Resource Decision
Routing/ Resource Decision
Web / Web RTC
Voice / IVR
Mobile / SMS
Social
Video
15© 2014 Avaya Inc. All rights reserved.
Improved awareness and insight. Deliver a great customer experience
Collect and store context about customers, resources, processes
Share relevant context across all resources and all stages of customer journey to better understand customers, resources, business
Continuously gather and share new data to compliment and expand existing knowledge
Feed context to data warehousing, reporting, analytics
Avaya Context Store Snap-In
16© 2014 Avaya Inc. All rights reserved.
CustomerConnections
Web / Web RTC
Voice / IVR
Mobile / SMS
Social
Video
One Continuous Conversation Across Entire Whole Customer Journey
Call Routing
Agents
Routing/ Resource Decision
SBC
IVRApplication
Call Routing System
PBX
Routing/ Resource Decision
Routing/ Resource Decision
Routing/ Resource Decision
Context StoreCollect, Store, Share All Relevant Context Across All Touch Points
Context RecordID: AO-1234567
External ID: (UCID)
CustomerID: 28651
CustomerName: Tony Peters
CellNumber: +1720 345 6789
Segment: Gold
AccountID: A8T4LGH
OrderStatus: Dispatched
OrderNumber: 398HT3457
Context RecordID: AO-1234567
External ID: (UCID)
key1: “Sentiment”
value1: “Angry”
key2: “Language
value2: “English”
key3: “CustomerLevel”
value3: “Gold”
Context RecordID: AO-1234567
External ID: (UCID)
Customer ID: “K48327”
Product Category: “Credit Card
Context RecordID: AO-1234567
External ID: (UCID)
Style: “Sympathetic”
Approach: “Supportive”
17© 2014 Avaya Inc. All rights reserved.
All relevant updates inserted into the contact Context can be retrieved from the Context Store to
facilitate the handover during transfer
All relevant context inserted into the contact
Context can be usedfor routing and agent
screen pops
Context in Context Store updated with all relevant information about agent’s service, during both call
and survey
Potential Applications
Contact Routing
Contact Transfer
Customer Satisfaction
Survey
Context utilized for better queue selection
Provides resources immediate insight into contact to date
Provides agent with immediate insight into contact to date
Eliminates unnecessary repeats for customer
Provides 360° insight into experience
18© 2014 Avaya Inc. All rights reserved.
Greater Efficiencies
Improve Customer Experience
For YourCustomer
For YourBusiness
Why Context Store?
Seamless, consistent experience
Personalized Faster resolution
Better actionable insight and decision making
Improved resource utilization
Better enterprise wide engagement
Bridge the Chasm between Web, Mobile, Enterprise
19© 2014 Avaya Inc. All rights reserved.
Avaya Work Assignment Snap-in
20© 2014 Avaya Inc. All rights reserved.
Skills Based Routing Reaching Limits to Deliver True Real-time Customer Experience
First in, first out based on agent skills, not business or customer needs
Ski
lls B
ased
Rou
ting
Skillset 1
Skillset 2
Skillset 3
Queue for Skillset 1
Queue for Skillset 2
Queue for Skillset 3
Agent T Agent L
Agent N Agent D Agent K Agent P
Agent X Agent R Agent E
21© 2014 Avaya Inc. All rights reserved.
CustomerID: 28651
CustomerName: Tony Peters
CellNumber: +1720 345 6789
Segment: Gold
ID: AO-1234567External ID: (UCID)
Context Record
AccountID: A8T4LGH
OrderStatus: Dispatched
DeliveryDate: 06/02/2014
SMS
E
Routing/ Resource Decision
Routing/ Resource Decision
Routing/ Resource Decision
Routing/ Resource Decision
ID: AO-1234567External ID: (UCID)
Context Record
Type: “Personal Advisor”
Previous Contact: “Y”
Preferred Contact “Y”
ID: AO-1234567External ID: (UCID)
Context Record
key1: “Sentiment”
value1: “Angry”
key2: “Language
value2: “English”
key3: “CustomerLevel”
value3: “Gold”
ID: AO-1234567External ID: (UCID)
Context Record
Style: “Sympathetic”
Approach: “Supportive”
ID: AO-1234567External ID: (UCID)
Context Record
Customer ID: “K48327”
Product Category: “Credit Card
Real-time Customer Journey Management
Customers Expect a Individualized Experience Every Touch, Every Interaction
22© 2014 Avaya Inc. All rights reserved.
Individualized treatment of every customer from best available resource
Real-time Context-based Matching Leverages Latest Technologies to Deliver Real-time Customer Experience
Pool of ResourcesPool of Work
Best Match
Mark
Joe
Agent T
Agent K
Agent T
Agent R
Agent E
Agent W
Agent X
Agent P
Specialist1
Specialist5
Specialist3
Specialist4
Specialist5
23© 2014 Avaya Inc. All rights reserved.
Deliver the best individualized service every moment, every interaction
Manages and adapts business rules and strategies required to achieve target customer experience
Provides centralized distribution of work items using single unified pool of global resources and attribute driven matching
Determines next best action by applying business rules to contextual awareness to achieve target customer experience
Executes right match of resources to each customer or work item across right media at the right time
Avaya Work Assignment
24© 2014 Avaya Inc. All rights reserved.
Avaya Real Time Speech Snap-In
25© 2014 Avaya Inc. All rights reserved.
Avaya Real-Time Speech Snap-in
Faster, easier development of speech enabled applications and workflows
Utilize RESTful web APIs for simplified development resulting in quicker deployment time and faster time to revenue
Simple, flexible, and powerful query structure for increased accuracy
Integrate real-time speech search into enterprise and contact center applications and workflows
Now real-time visibility for faster decision making and resolution
Solving For The Right Outcome In The Moment
26© 2014 Avaya Inc. All rights reserved. 26
Avaya Real-Time Speech Snap-inCharacteristics
Developer-friendly APIs
Real-time Speech Search
Complex search queries supported
Call event servicesand notification
Controllable search processing
Language model control
27© 2014 Avaya Inc. All rights reserved.
Avaya Real-Time Snap-inUse Case Examples
Solving For The Right Outcome In The Moment
Rapidly match best resource (process,
people) based on call classification
Real-time guidanceduring the call duration
Real-time taggingof audio content
Enterprise Worker & Agent
Script Compliance
Speech Driven Customer Journeys
Real-time Context Creation
Reduce fines, minimize risk to brand
Shorten up-skill time
Improve call outcomes
Lower customer effort
Streamline operations
Increase resource efficiencies
Decrease customer effort
Exploit enterprise knowledge
Enhance data gridto improve service across enterprise
Automated observation of agent performance /
call content
SupervisorAlerting
Prioritized intervention
guide
Spot agent burnout or attrition
28© 2014 Avaya Inc. All rights reserved.
Avaya WebRTC Snap-In
29© 2014 Avaya Inc. All rights reserved.
Enable Consumers to ‘Click to Call’ Browser to Seamlessly ConnectThrough to an Agent
Integrate real-time web communicationsinto the browser without plug-ins
Integrate with context store, providing relevant contextual data to agents when consumer callsare presented
Integrate with real-time speech to support audio driven menus and to monitor agent script compliance
Avaya WebRTC Snap-in
Better application and tighter integration between web and telephony communications
The customer service on-ramp for the Web 2.0 World
Richer, more seamless customer experience across different media
30© 2014 Avaya Inc. All rights reserved.
Avaya WebRTC Use Case“Click for Service”
Business Issue: Abandon rates remain stubbornly high Agent support is “blind” to customer’s
context Not every customer is beside a phone
Benefits: Differentiated service levels Reduced call times Increased revenue High agent compliance
with company policy
Solution: Integrate “Click to call” services
quickly and easily into existing web experiences
Provide agent with contextfor rapid issue resolution and great service
Leverage speech analyticsfor agent support and tracking
Collaboration Environment