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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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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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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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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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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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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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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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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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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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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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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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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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Agent Status and Contact Details

Agent Status Report: Not task related events

Contact Details Report

Cradle to grave reporting

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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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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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Task Flow EditorTask Flow Menu

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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