IPO Contact Center Final

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AVAYA ip office contact center on Server edition and 500v2 platform

Transcript of IPO Contact Center Final

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    IP Office Contact Center (IPOCC)May 2014 Tech Transfer

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    IP Office Contact Center Overview

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    3/35AvayaConfidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 3

    Avaya IP Office Contact CenterCustomer Experience Management

    Contact Center

    NetworkingSecurity

    Collaboration

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    Avaya Contact Center Solutions for IP Office

    Voice

    Multi-channel

    Integratedadvanced

    applications

    Suite-basedenterprise

    features (HA,session mgmt.)

    4005 25030 50 100

    PrimaryCompetitors:ShoreTel

    Voxtron (BT)

    Altitude

    Presence

    Primary Competitors:Genesys Express

    Cisco UCCx

    Altitude

    PresenceHuawei

    Primary Competitors:Genesys

    Cisco

    Interactive Intelligence

    Altitude

    Primary Competitors:Genesys Express

    Cisco UCCx

    Altitude

    PresenceHuawei

    Avaya Contact Center offers based on Avaya Aura

    Avaya Aura Contact Center Suite for Midsize Enterprise (AACC-M)

    Avaya Aura Call Center Elite for Midsize Enterprise (Elite-M)

    Competitors:

    Cisco UCC-X

    InteractiveIntelligence CIC

    Aspect

    ShoretelGenesys Express

    Huawei

    Shoretel

    Etc.

    Avaya Contact Center Select

    GA June 24

    Avaya IP Office Contact Center

    GA Feb 28

    Contact Center Solutions for IP Office

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    5/35AvayaConfidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 5

    28thFebruary

    Available in English Language for 33 Countries

    Avaya IP Office Contact Center

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    Avaya IP Office Contact Center

    Avaya IP Office Contact Center for the Mid Market

    Multichannel include email, web chat and voice

    Skills based routingEliminate transfers

    Call recording/Call reportsEliminate conflicts, improve agent/customer interactions, measure

    agent performance

    Outbound dialing

    Use agent down time to automatically make outbound callsReal time reportsMonitor wait times - move agents between groups on the fly

    IVR

    Offer self service to free up agent time

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    7/35AvayaConfidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 7

    Universal Queue

    Media-specificSkills-based routing

    Contact CenterResources

    Agent

    AgentGroups

    WaitingAnnouncements

    ExternalDestination

    IVR

    OutboundDialer

    Email

    Web Chat

    Voice

    Customers andProspect

    Avaya IP Office Contact Center is Multichannel

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    8/35AvayaConfidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 88

    IP Office Contact CenterPowerful features

    Any mix of voice, email, web chat Its how your customers customers

    wants to do business!

    Skills-based routing

    Delivers optimum customer experience

    Outbound campaigns - Preview &progressive dialing

    Drive greater revenue, increase agentefficiency

    Supported in US, Canada, UK, Australia, New Zealand, India (English only)

    Email

    Web Chat

    Voice

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    9/35AvayaConfidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 99

    IP Office Contact CenterPowerful features

    Real time & historical reports

    email/web/voice transactions

    Powerful, customizable agent desktop

    click to call, multichannel view etcCall recording for every Agent and

    Supervisor

    Improves agent performance,eliminate conflicts

    Built in IVR promotes self service

    Reduce agent handle time

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    10/35AvayaConfidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 1010

    Targets customers with up to2000 employees, 5 to 100agents

    Sweet spot: 10 to 60 agents

    Single site with IPO 500v2 ormultiple locations with IPOServer Edition

    Avaya IP Office Contact CenterScalable

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    Real Time Information

    Overview of contact centerstatus

    Individual monitoring screenwith integrated telephony

    function

    Information available foragents, team leaders andsupervisors

    Waiting queue of all tasksincluding Email & Chat

    Service level information

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    AvayaConfidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 12

    Email Processing

    Answer, create,

    postpone and forward

    Integrated address book

    Text blocks definable to

    assure high quality

    answers and speed

    Channel prioritization

    anddefinable workload per

    Agent

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    AvayaConfidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 13

    Supervisor Applications

    Real Time Information- Manage, configure & view real-time ContactCenter statistics

    Reporting- Manage, configure & view historical, counter based

    Contact Center statistics

    Agent Status Report - Configure & view statistical information aboutagent activities that are notconcerning call or e-mail handling.

    Contact Details Report - Configure and view statistical information aboutsingle contacts (calls or e-mails).

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    AvayaConfidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 14

    Real Time Data

    Waiting queue of all channels including

    Emails and Chats- Lists of waiting calls/emails

    - Service level- Thresholds

    Agent state per Agent Group/Team- Integrated Telephony functions

    - Remote login/logoff, sign on/sign off

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    AvayaConfidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 15

    StatisticsCounter based reports

    Configurable parameters per report

    Timescale

    Duration

    Counter type (agent, topic, media)

    Report type (manual, automatic)

    Individual reports Predefined Reports

    Call based reporting

    Contact evaluation

    Customer history

    Agent history

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    AvayaConfidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 16

    Historical Reporting

    Statistics Counters available for topics, agents, AG, team,

    Export to Excel (optional automatic use of customerdefined macro) csv, pdf, rtf

    Send Reports via Email

    Output with defined resolution (minutes, hours, days,weeks, )

    Defining of period (start stop, day of week)

    Scheduled (automatic) or cyclical statistics

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    AvayaConfidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 17

    Agent Status and Contact Details

    Agent Status Report: Not task related events

    Contact Details Report

    Cradle to grave reporting

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    AvayaConfidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 18

    Administrator Applications

    Configuration - Configure mainContact Center elements

    Task Flow Editor - ConfigureContact Center routing rules

    UI Configuration - Configure &

    assign Contact & Cockpit Bars,Home & Telephony features

    IVR Editor - Configure IVR scripts,Announcements & user response

    Dialer - Configure outbound dialerjobs & campaigns

    Email- Configure email (UMR) core

    components

    Text Blocks - Configure blocks of textused for Email auto reply templates

    Address Book - Configure addressbook access and availability to Email

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    AvayaConfidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 1919

    Administration Landing Screen

    Aggregated Contact Center Services and Elements

    Configured system connections

    Multi-modal communication elements

    Agent, Agent Groups, Teams and Topic views

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    AvayaConfidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 20

    Task Flow EditorTask Flow Menu

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    AvayaConfidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 21

    IVR Editor

    Graphical tool forbuilt in Self Service Component (IVR) Announcements (.wav) PCM-coded

    DTMF recognition (also: fax recognition)

    Voice messages

    record (silence detection)

    Email, delete

    Routing

    Access to ODBC enabled databases

    Speech recognition (ASR)

    Text to Speech (TTS)

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    IP Office Contact Center: E