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Avaya AuraTM Contact Centre

Spencer Griffin
System Engineer

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.


What is Avaya AuraTM Contact Centre?
Fully blended, SIP and SOA based multimedia

contact centre
Evolved from Nortel Contact Centre 6.0/ 7.0

Fully re-branded as Avaya, and now an integral


part of the Avaya architecture AACC R6

Strategic solution going forward for Avaya


Multimedia Contact Centre


 plan is to ultimately replace Interaction
Centre
Supports CS 1000 (AML & SIP) and Aura

CM(5.2.1 with SES), and Aura MBT


 CM 6.x / Session Manager coming early
2011 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 2
The Avaya Aura™ Contact Centre Roadmap
July 2010 Launch November 2011 Launch March 2011
AACC 6.0 AACC 6.1 AACC 6.1.1

4AACC 6 . 0 GA in July 4AACC Multi-Channel 4CM 6.x and Session


2010 for CS 1000 and attach to Call Center Elite Manager support
MBT Voice
43000 AACC Active
4Support for full CM 4Call Center Elite voice/multimedia agents
5.2.1 added in 3.0, 4.0 and 5.2
August 2010 4Hot Standby High
4Fully blended multimedia 43000 Multimedia Availability solution on
contact centre Agents on AACC SIP

4inbound, outbound 4Integrated H.323 4Integrated IM/Presence


(Preview), email, softphone for CM Services from Aura
chat, SMS etc Presence Services or
4WFO 10.1 Microsoft OCS
4Fully Blended 4SIP Recording
Predictive still 4Integrated Agent Greeting
and Quality functionality for SIP
supported on CS Monitoring for
1000 (OEM AACC 4SIP Offsite agent capability
components)
4AVP as Front End IVR 4Networking between CM
4Capacities and CS 1000 nodes
4300 agents on MBT –

41000 agents on CM
5.2.1
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45000 agents on CS
Avaya AuraTM Contact Centre

The Right Contact


Social To the Right Agent
Inbound According to your business rules
Voice
Email Open
Voice Mail Queue
Fax Work
Outbound Assignment
SMS
Web Chat
Callback
requests

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 4


Avaya AuraTM Contact Center Suite
Solution and Promise
Self Service Management &
Administration

Workforce
Optimization Avaya Flare™
User Experience

Avaya
Aura CC

Customer
End Service
Customer

E-MAIL

Instant Messaging Expert


Assist Expert
Assist Expert
Business Assist
Applications
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
Avaya AuraTM Contact Center 6.0
Benefits

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

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.


Avaya AuraTM Contact Center 6.0
Capabilities

dia capabilities including social media integration

ndling, full-feature editor functions and outbound dialing


top for all media types with productivity enhancements

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

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.


Avaya Aura Agent Desktop
Incoming Voice Contact – Accepted or
Forced

Active Skillset and


Accepted Voice Time on
Contact
Contact
AUX
Code
Dropdown

Agent & Skillset


Stats

4Agent Desktop for voice & multi-media


4Context sensitive telephony functionality
4Activity and Not Ready Reason Codes drop-down menu
4Voice delivered either by physical phone or soft-phone

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.


8
Multiple Contact Handling
Improves Productivity of Capable Agents

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

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.


Editor Functions
Efficient E-Mail Handling

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

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.


Out-of-the-Box Screen Pop!

ut-of-the box, Screen Pop


4Simple XML configuration file
4Network information (ANI, DNIS)
4Data collected via IVR* (Account number, skillset)
4Associate intrinsic data with an application
histicated integration to backend databases via additional services

Benefit:
4Cost Effective integration with business applications via Web Servi

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.


11 11
Avaya Contact Center Control Manager
 Centralized operational administration point for Elite or
mixed Elite and Avaya Aura Contact Centre
environments
 Supports multiple Avaya Communication
Managers, in both multi-site and multi-tenant
environments
 Advanced security engine with roles based access controls
(permissions) integrated to Microsoft active directory
 Avaya Contact Center Control Manager :
 For management of Call Center Elite, CMS, Avaya
IQ, Avaya WFO, Voice Portal, one-X Agent
 Includes visual call flow designer that allows users
to intuitively design Vectors, Variables-in-
Vectors, VDN Variables, Holiday Tables, Vector
Routing Tables, Service Hours Tables and
Policy Routing Tables for Percent Allocation

Single point of administration, lower TCO

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 12


Multimedia adjunct to Call Center Elite Voice off
Avaya Communication Manager
Benefits

4 Provide multimedia evolution path for Call Center Elite customers


– Deliver service in consumer’s medium of choice
• Voice
• E-Mail, Web chat, SMS, Fax, Scanned documents
– Delivers always-on persona (E-mail)
– Reduce cost
– Improve agent productivity and morale through varied and
more interesting work
– Leverage investment in CM and Call Center Elite
– Minimize change for agents and supervisors
4 Tighter integration between Avaya Aura™ Contact Center and Call
Center Elite in subsequent releases

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.


Multimedia adjunct for Call Center Elite Voice off
Avaya Communication Manager

Voice :
Avaya one-X® Agent
Avaya Contact
Multimedia : Avaya Center
Aura™ Agent Desktop Control Manager
( Optional )

Avaya Aura CMS Record


Avaya Aura ing
Contact Center Call Center
6.1 Elite 6 . 0 IQ

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

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.


Compatibility Matrix
Avaya Aura™ Contact Avaya Aura™ Contact
Center 6.0 Center 6.1

CS 1000 Rel 5, 5.5,6, 7 Yes Yes

Avaya Aura™ Communication Manager Yes Yes


5.2.1 for Midsize Enterprise
Avaya Aura Communication Manager Yes Yes
5.2.1
Multimedia adjunct to Avaya Call Center No Yes
Elite
Avaya Contact Center Express Migration No Yes
Option (Commercial)

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

*Contact Recording and Quality Monitoring


Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
Phone compatibility
Avaya Aura™ Contact Center Avaya Aura™ Contact Center
6.0 6.1

NES Heritage phones All 11xx Series All 11xx Series


(as Agent or Supervisor) (as Agent or Supervisor)
12xx Series 12xx Series
(as Agent or Supervisor) (as Agent or Supervisor) 1230
1230 recommended recommended
i2002 (as Agent) i2002 (as Agent)
i2004, i2050 & M3905 i2004, i2050 & M3905 (as
(as Agent or Supervisor) Agent or Supervisor)
All M3904 (as Supervisor) All M3904 (as Supervisor)

Avaya IP phones 96xx series IP desk phones 96xxseries IP desk phones


46xx series IP desk phones 46xx series IP desk phones
H.323 Softphone for Not applicable Embedded within Avaya
Communication Manager Aura™ Agent Desktop for
configuration Communication Manager
5.2.1 only

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.


Avaya AuraTM Contact Center 6.1
Capacity, Switch and OS Support
Platform Releases Voice Agents Multimedia Agents
Avaya Aura™ (Midsize 5.2.1 300 300
Enterprises)
Avaya Aura (Standalone) 5.2.1 1,000 1,000
Avaya CM with CC Elite 3.x 4.x 5.2 Defined by limits of 3,000**
Avaya Server driving
CS1000 SIP 5.X 6.x 7.x 1,500
CM 1,500
CS1000M AML 5.X 6.x 2,250 2,250
CS1000E AML 5.X 6.x 3,350 3,000
CS1000E AML 7.X 5,000 3,000

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)

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.


Migration Strategy

Interaction Interaction
Center 7.2 Center 7.3
Enterprise

Call Center 5.2 (Elite) CC 6.0


VOICE
CC 6.2

and

Contact Center
Express Avaya Aura™
Mid-Market

CCE 5.0 CC 6.2

CC 7.1 / CC 7.1 Avaya Aura Avaya Aura


Express CC 6.0 CC 6.1
MULTIMEDIA
4Add-on licenses to Elite, IC, 4Add-on licenses to Elite, 4Add-on licenses to
CCE IC, CCE Elite, IC, CCE
4Multimedia add-on to Elite: 4Multimedia add-on to
IC or CCE Elite: Avaya AACC

Today Jul 2010 Nov 2010 May 2011

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.


AACC 6.1.1 March 2011

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AACC 6.1.1 March 2011
Solution Values and Benefits
 Focus on increased scale, high availability and Aura Session
Manager 6.0 support.
Deployment of Avaya Aura Session Manager 6.0

 Consolidation of PSTN trunks into the data centers


 Upgrade of Communication Manager to 6.0
 Higher SIP Capacity: 3000 Active Agents and 65K BHCC on Avaya Aura
 High Availability enhancements for Contact Center and Media Services
interoperating with Aura Session Manager
 Multi-site networking support between Avaya Aura CC on CS1000 and
Communications Manager (Universal Networking)
 CC Agent Desktop integration with Avaya Presence/IM
 On board MAS based Agent Greeting and Offsite Agents

Benefits

 Taking a major step towards Consumer 2.0 readiness through implementation of


the AACC multi-channel capabilities
 Lower operational costs and complexityAvaya
through centralization
– Proprietary. of agreement
Use pursuant to your signed trunking,or Avaya policy. 23
Thank You
Spencer Griffin
Email: spencer@avaya.com
Tel: 01483 308700

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

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