Spencer Griffin
System Engineer
contact centre
Evolved from Nortel Contact Centre 6.0/ 7.0
41000 agents on CM
5.2.1
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 3
45000 agents on CS
Avaya AuraTM Contact Centre
Workforce
Optimization Avaya Flare™
User Experience
Avaya
Aura CC
Customer
End Service
Customer
omer Experience
4Improved customer experience
4Voice, E-Mail, Web-chat, SMS, Instant Messaging, Fax, Scanned documents
4Monitor and build brand through social media
nt Productivity
4Improved First Contact Resolution
4Use enterprise data to enrich context and deliver actionable insights in real-time
ness objectives
4Increase revenues and profitability: collections, alerts, reminders, promotions
ervisor Efficiency
4Comprehensive view of contact center operations, focus directly on issues that need interven
4Improved management - eliminate duplication, reduce errors, save
time and money
4Easier to learn and faster to modify workflow to meet changing business requirements
and Operations
4Save time, effort and money with platform independent business process integration
eporting - standard and customized, tabular and graphical, historical and real-time
ement and Administration Application
creation environment
box screen pop capability built into Avaya Aura™ Agent Desktop (AD)
dia work flow through open, universal queue with multiple contact handling
plication integration through a combination of Computer Telephony Integration (CTI), Services Oriented Architecture
ity solution with higher capacity
contacts configurable (1-6) by supervisor Contacts will flash to indicate agent action
required
t
a contacts in any combination configurable by supervisor
ional Contact” is presented is configurable
matically set to Ready while handling a voice call, chat or e-mail contact
Auto Suggest
Reply Prepared response given to agent; “H
Options Preview
To/CC/BCC
ntact History
w past multimedia interactions for this
E-mail
templates
HTML or Text-based
E-mail editing
Full style editing e.g. font, size, bold, italics,
E-mail History 216 colors, bulleted and numbered lists, insert tables, im
Agent can Review e-mail hyperlinks, etc.
trail
Benefit:
4Cost Effective integration with business applications via Web Servi
Voice :
Avaya one-X® Agent
Avaya Contact
Multimedia : Avaya Center
Aura™ Agent Desktop Control Manager
( Optional )
Avaya Aura
Comm . Manager
4Unified Agent Administration
4Discrete voice and multimedia contact Avaya
Voice Portal
4Discrete agent desktops with dual log-in
4Discrete reporting Avaya Aura
Session Manager
( Optional )
Voice agent license not required when only using multimedia on Avaya Aura™
CC
Expand multimedia options for Call Center Elite customers
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
Multimedia adjunct for Call Center Elite Voice off
Avaya Communication Manager (Cont.)
4 Unified Agent Administration
– Via Avaya Contact Center Control Manager (optional)
• Single administration point for adds, moves, changes for both CM
based Call Center Elite and Avaya Aura™ CC 6.1 agents
4 Discrete voice and multimedia contact
– Voice through Call Center Elite
• Existing applications continue uninterrupted (Avaya Voice Portal,
CMS, IQ, Recording, etc.)
– Multimedia through Avaya Aura Contact Center 6.1
• E-mail, Web chat, SMS text, Fax and White mail (scanned
documents forward as e-mails)
• Social Media Integration - Avaya Professional Service offer
4 Discrete agent desktops with dual log-in
–one-X® Agent desktop, existing agent phone e.g.96xx, 46xx for
Elite Voice
– Avaya Aura™ Agent Desktop with one-X Agent look, feel and
experience for multimedia
4 Discrete reporting
– Avaya Call Management System (CMS) or Avaya IQ for Call Center
Elite Voice
– Contact Center Manager Administration (CCMA) reporting for
multimedia on Avaya Aura Contact Center 6.1
Expand multimedia options for Call Center Elite customers
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
Avaya AuraTM Contact Center
Compatibility, Capacity and Migration
Self Service integration Media Processing Server, Avaya Voice Portal, Media
Interactive Processing Server,
Communications Portal Interactive
Workforce Optimization integration NES CRQM* 7.0 only for CS Avaya AuraTM Workforce
Communications Portal
1000 deployments Optimization 10.1
OS: Windows server Server 2008 R2 64 bit Standard and Enterprise Editions
Client: Windows XP, Vista and Windows 7.0 - 32 bit & 64 bit
Processor: Quad Xeon 2.8 GHz with 8Gb of RAM.
Virtualization support: Microsoft Hyper V, VMware vSphere 4.0
ting 3000 multimedia agents with Avaya Call Center Elite, no voice agents are provisioned on Av
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
Avaya AuraTM Contact Center 6.1
Deployment Options
4 Single server deployment of 200 active voice and multimedia agents plus the
Media Application Server
4 Avaya Aura Contact Center 6.1 as multimedia adjunct to Call Center Elite voice
on Avaya Communication Manager
– Avaya Aura CC could also be deployed as multimedia adjunct (non-integrated)
to third-party voice solutions
– Standalone multimedia deployment with no voice
4 Avaya Aura CC 6.1 SIP voice and multimedia deployment over:
– Avaya Aura™ Communication Manager 5.2.1
– Avaya Aura CM 5.2.1 for Midsize Enterprises (also known as MBT)
4 New SIP/AML multimedia deployments over Avaya NES CS 1000
4 Upgrade for NES Contact Center 7/7.1, NES Contact Center Express and Avaya
Aura CC 6.0
– Technical and commercial upgrade option for Avaya NES CC Express
– Upgrade from previous NES CC and Symposium releases
4 Avaya Contact Center Express migration option (commercial)
Interaction Interaction
Center 7.2 Center 7.3
Enterprise
and
Contact Center
Express Avaya Aura™
Mid-Market
Benefits