Breeze Learning Series

Session #2

Oceana

Presenter: Mike Taylor & Joe Seghatoleslami mtaylor@spscom.com/

jseghatoleslami@spscom.com

2

Digital enterprise driving SHIFT

in Interactions FROM VOICE to digital10 years ago there was no web chat, smart phone apps, social media, and very little

email. Today, digital interactions account for over 35% of all interactions and, at the

current rate, will overtake voice in two year’s time.

Telephone

IVR touchtone

IVR speech

Email

Web Chat

Social Media (Facebook/Twitter)

Smartphone App

SMS Text/Instant Messaging

Video Chat

Internet Website (peer-to-peer systems)

2015

2013

2006

*Copyright © 2015 Dimension Data

Voice shift toDigital Interactions

3

BREEZE

AgentWorkspacesChat

Co-Browse

Social Media

EmailWebRTC

Voice

ChatbotSMS

Customer Touch Points

Avaya Oceana™

4

Avaya Breeze

A Quick Breeze Refresher

Performance and Analytics

Omnichannel

Open APIsAvaya Aura®

PlatformCentralized

System Manager

Media and

Video

Avaya Aura®

Experience Portal

Avaya Aura®

Contact Center

Avaya Aura®

Call Center Elite

WebRTC

Avaya Engagement

Designer

RealTime

Speech

Context

Store

Work

Assignment

Mobile

Video

Avaya and 3rd Party Snap-ins

Session

Manager

CUSTOMERS ENTERPRISE

Avaya

Interaction CenterScopia

iView

5

What is a Snap-in?

• Applications, connectors, modular reusable code

• Quickly create or integrate new capabilities into

processes and apps

• Use only the functionality you need

• Standardize use of best practices

• Reuse capabilities across apps

Avaya Snap-ins

Powered by Avaya Breeze

6

Avaya Oceana Solution Component Summary

• Provides the business logic for controlling the agent desktop interfacing to the Common Client SDK.

• Underlying Application Platform which hosts all of the snap-ins in the solution

• Enterprise workflow to orchestrate the Omni channel interaction flow and to implement the business logic required.

• Normalized model for all resources and interactions. Providing states for resources and interactions as well as events for state changes.

• Agent selection component based on attribute matching across all channels

• Engine for tracking and maintaining the end-to-end context of Omni channel interactions going through the entire solution.

Unified Agent Controller

• Polls designated mailboxes for available emails, provides auto-response, checks for keywords and populates context before kicking of an ED flow to process the email.

Email Snap-In

• Talks to front-end web chat application (Web, Mobile). Establishes a chat room with the customer and populates context based on known credentials before kicking of an ED flow

Chat and Chatbot Snap-In

• Provides a web based collaborative browsing session between the customer and the agent.Co-Browse Snap-In

Breeze Platform

Engagement Designer Snap-In

Unified Collaboration Model

Work Assignment Snap-in

Context Store Snap-in

7

Extend with

Avaya Breeze

Snap-insAvaya Aura®

Experience Portal

Avaya Aura®

Call Center Elite

Next Gen Routing Context

Voice Chat

SMS Email

Web

Video & Voice

Social

Interaction Management

Messaging

Visual

Co-Browsing Real-time Speech

Routing

ChatbotReporting &

Analytics

Visual

WorkflowsAttributes-based

Matching

Avaya Oceana: end to end solution for

omnichannel customer experience

CUSTOMERS

All Channels | All Devices SMS

8

at a Glance

Rich Omnichannel Engagement

Engage across all devices, including Mobile, and channels

with what is needed when its needed, where its needed -

all seamlessly, together, and in context

Visual Workflows

Drag and drop design makes it easier to bring the right

resources, content, and context together across your CRM

and other systems to serve the customer’s needs and needs

of your business

Attributes-based Matching

Automate matching of the best enterprise resource with

customer interactions based on real-time awareness of

business goals, KPIs, customer data

360 Degree Customer Context

Capture customer, business, and situational context across all

touch points by storing data crumbs in a high speed in-

memory data grid. Use relevant context in routing workflows

and share with agents to enable smarter decisions

Modern Agent and Supervisor Workspaces

Oceana Workspaces, HTML5 based omnichannel

desktops that are easy to use and a powerful driver for

user productivity

Powerful Analytics

Oceanalytics, designed for omnichannel from the ground

up with a new open data model designed to provide new

and powerful insights

Platform for Innovation

Built on Avaya Breeze with modular Snap-ins apps that

can be scaled, managed, and extended with third party

and custom apps and cloud services

Extend into Enterprise

Easily bring resources across your enterprise to help with

customer inquiries, irrespective of physical location and

job function

9

Context StoreSelf-Service

(AAEP)

Mobile/SMS/Video

Email/Chat

Web/Social

External

Systems

ED

External Applications (AAEP, web portals, etc.) and

Omni-channel providers (Chat, Social) add customer

context

1

When agent assistance is required, the business process workflow passes the relevant context to Work Assignment

to find the right resource

2

On contact presentation,

the client application is

presented with all the relevant

context for this customer, together with the customer

journey visualisation

3

Context StoreCentral to the Oceana Solution

9

Customer Journey

Context Screen-pop

WA

10

Oceana 3.2 Omnichannel Capabilities

Chat & Co-Browse & SMS

• Proactive Web Chat based on Agent availability

Agent Assisted with Automated Chat

SMS enables text messaging interactions be orchestrated and routed to agents.

SMS interactions are presented to the agent in a chat-like structure enabling threaded conversations be maintained.

The agent and customer can collaboratively browse and form share using the Avaya Co-Browse Snap-in.

11

Email Channel for Customer Service

Automatic email analysis to extract topics and

keywords to aid expert routing.

Engagement Designer workflows to orchestrate

treatment and routing.

Work Assignment selected agent to best match the

attributes collected through the email textual

analysis.

Support for all major email protocols and security

standards.

Agent features to see customer history and have

supervisor configured contextual suggested

answers.

Oceana 3.2 Omnichannel Capabilities

Email

12

MessengerQQ Yellow Page(800M users in

China)

Visual Self Service Escalate to Contact Center

Video* Chat

Multi-Touch: Smart and Open Architecture

SMS Notification Click to Interact Add Channels

*Roadmap

13

Oceana 3.2 Attribute Based Routing and MatchingAvaya Work Assignment

• Business rules, KPI driven resource and work load management

Business rules engine for 1:1 matching of work

and resources based on rich context, business

KPIs and goals

Build and apply rules such as prioritization,

segmentation, behavior to determine best action

Rules engine works across all channels, all work

items, all resources

Save time and reduce complexity with unified

management across channels, work items, tasks,

resources

Apply across enterprise such as for dynamic

team formation, expert finder,

back office case management needs

Business Rules, KPIs

Work Compared with

Available Agents

Match!

Global work items and tasks

Global resources

Real-time awareness of: Business rules and KPIs

Work items and resourcesAgent skills, proficiencies, and state

14

Now Julia is “ready”

to speak to someone

Right customer, right resource, right time

This is Julia… Julia is not happy.

Where has she has been?

Tried to pay her bill online

Navigated IVR Self Service - No Help!

“Did you know you can check account status and

pay your bill via mobile AND online?”

Web

IVR

Contact

Center

15

Queue-based routing

Here comes Julia!

In the IVR, Julia indicates she has a billing questionIVR

Julia’s call is sent to the

BILLING QUEUESent to longest Available

Agent. And the call goes to

Amy!

Been with company 3 years,

multi-skilled, handles

escalations

Been available for: 5 secs

Gerry

Currently working through

“sales opportunities”

Been available for: 16 secs

Amy

Been available for: 10 secs

Just got out of training,

starting out on Billing calls

Alice

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Attributes-based work assignment

Here comes Julia!

This time, Julia’s call is handled by Work Assignment

Her web event failed, so we

increased the priority of Julia’s callWork Assignment looks for

resources with skill/proficiency of

Billing > 3 And Escalation > 5

Call sent to Gerry

Been available for: 10 secs

Billing = 4

Escalation = 2

Alice

Billing = 10

Escalation = 10

Been available for: 5 secs

Gerry

Billing = 4

Escalation = 0

Been available for: 16 secs

Amy

17

Defining the Customer Journey Experience

18

Oceana Workspaces

Agent▸ Designed to handle multiple chats,

emails, SMS, phone, social,

messaging and custom interactions

at same time, efficiently

▸ Transfer and conference

interactions

▸ Multiple screen pops

▸ Frequently used phrases and URLs

▸ Customer Journey Visualization

Supervisor▸ Monitor omnichannel agents

from one user interface

▸ Access real time and

historical reports

▸ Barge In

▸ Change agent attributes

dynamically to match tasks

with resources across

multiple sites

Administrator▸ Manage omnichannel

agents

▸ Manage attributes and

workflows

▸ Manage multiplicity

▸ Manage Avaya Oceana

system messages,

branding, and more

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Avaya Oceana Workspaces for agents

Highlights:▸ One workspace, all channels

▸ Real-time omnichannel text,

voice, video interactions

▸ Agent scripting & compliance

▸ Customer timeline and history

▸ One click access to

common tasks and experts

▸ Fully customizable

Interaction

Cards

Actions

Interaction-

Specific

Context

`

Backend Services

Thick Clients - OS specific (.NET/Windows)

Screen PopsScriptsIM

PresenceAgent/Call

control

Customer Details Context

Details

Serviceclient

Serviceclient

Serviceclient

Serviceclient

Serviceclient

Agent Windows PC

Application Server

Light Weight Clients

(mainly concerned with presentation)

Desktop Framework – Unified Agent

Any Agent Devices/Thin Clients

Standards based

Communication

.H323(TCP/IP), WCF, SIP, XMPP, SOAP, REST

Backend Services Framework - UCM

CM/Elite Chat Email POM 3rd Party

HTTP/REST

Async eventing

21

Run Avaya Oceana with CC Elite

• Continue use of existing CC Elite vector

treatments for announcements/music

• Continue use of out-of-the-box

CC Elite features such as Localized

Tones, Time of Day, Calendar

• Inherent, automatic HA fallback to

vector environment with no lost calls in

the event of an Avaya Breeze node or

Engagement Designer outage

• Media-centric capabilities such as

Observe, Whisper, Disconnect Tones,

Agent Greeting, Zip Tone are retained

• Adjunct Route for CC Elite VoiceSnap-Ins

1. Transfer to CM

2. Send Media (e.g. music)

3. A-R Sequence

4. Agent Answers

PSTN

CM CC Elite

AAEP

G450

AES

22

Elite Customer with Oceana 3.2

one-X Agent

PSTN VOICE

CMS SUPERVISOR

Experience Portal

QUEUE

TO SKILLS

CC Elite

AAWFO

CMSTRANSFER

CALL

23

one-X AgentOceana

Workspaces

PSTN VOICE

CMS SUPERVISOR

SUPERVISORAGENT/EXPERT

Experience Portal

QUEUE

TO SKILLS

ROUTE

TO AGENT X

ADJUNCT ROUTE

OceanaEmailChatSMSDigital Audio

For Attribute-Based Routing

CC Elite customers can add digital agents

No change to existing skills-based voice operation

Add Attribute-based routing for selected voice and all digital channels

Elite Customer with Oceana 3.2

CC Elite

AAWFO

CMSTRANSFER

CALL

24

Why Avaya Oceanalytics?

• Collect and Normalize

Interaction Events

• One Collector Snap-in per

Data Source

• Rich Contextual

Information Flow

• Real-Time and Historical

Data Sources

• Publish Events on Avaya

Breeze Eventing

Framework

Data Collector

Avaya Oceanalytics

Data Collector

Data Collector

Data Collector

Oceana

25

Oceananalytics TM High Level Architecture

Extend

with

Avaya

Breeze

Snap-ins

Next Gen Routing Context

Voice Chat

SMS Email

Web

Video* & Voice

Social*

Interaction

Management

Messaging*

Visual

Co-Browsing Real-time Speech

Routing

ChatbotModeling and

Analytics

Visual

WorkflowsAttributes-based

Matching

Client SDK

Oceana WorkspacesTM

*Roadmap

Avaya Oceana Workspaces & Oracle

Business Intelligence Dashboard

Avaya Aura®

Experience

Portal

Avaya Aura®

Call Center

Elite

Avaya

Control Manager

Oracle Stream Analytics Platform

Oracle Database

Oracle Business Activity Monitor

(BAM)

Oracle Business Intelligence

(OBI)

Reliable Event Framework

26

ADDITIONAL TECHNICAL INFORMATION

27

Interop Line-up

Application Name Mandatory for

Oceana Routed

Voice Contacts

Mandatory for

Omnichannel

Supported Versions

Avaya Common Components (UCM/UCA/CSC) Yes Yes 3.2

Avaya Work Assignment Yes Yes 3.2

Avaya Workspaces Desktop Yes Yes 3.2

Avaya Aura® System Manager (SMGR) Yes Yes 7.0.1

Avaya Aura® Communication Manager (CM) Yes No 7.0.1, 6.3.13

Avaya Aura® Call Center Elite Yes No 7.0.1, 6.2.13

Avaya Aura® Session Manager (SM) Yes No 7.0.1, 6.3.16

Avaya Aura® Experience Portal (EP) Yes No 7.0.1

Avaya Contact Recorder No No 15.1.1

Avaya Workforce Optimization Suite No No 15.1.1

Avaya Call Management System No No 18, 17

Avaya one-X Agent (H.323) No No 2.5.8

28

Oceana™ 3.2 Parameter Capacity

Max Agent Assisted Service Contact Rate 20k BHCC

Max configured users (3000 agents + 300 supervisors) 3,300

Max concurrently active agents 1,000

Max concurrently active supervisors 100 (10% of agent count)

Max concurrently active users (agents + supervisors) 1,100 (1,000 Agents + 100 Supervisors)

Max Number of Concurrent Voice-only agents (mandatory to deploy Oceana™

Workspaces)

1,100 (1,000 Agents + 100 Supervisors)

Max Number of Concurrent Omni-Channel Agents ( Web Chat, email, co-Browse, SMS) 1,100 (1,000 Agents + 100 Supervisors)

Max number of concurrent Co-Browse sessions per node/per deployment 200

Max number of concurrent web-chat sessions per customer 3

Max number of concurrent web-chat sessions (assumes 3 chats per agent) 3,300

Max number of concurrent SMS sessions per agent with Multiplicity 3

Max inbound web chat rate 6,000 per hour

Max inbound email rate 6,000 per hour

Max number of attributes per routing service 10

OceanaTM 3.2 Capacities*

Note: * Please refer to documentation for further details and latest information

29

Avaya Oceana™ 3.2 – Agent Bundles

Channel All Media(Concurrent agents)

Voice Digital(Concurrent agents)

Premium(Concurrent agents)

Digital Basic(Concurrent agents)

Phone (PSTN /Elite

Adjunct Route)

Audio (WebRTC Audio)

click to call

Chat

SMS

Email

Co-Browse

Agent Desktop

30

Summary of Oceana Training courses