Proactive Contact Beta Results & Outbound Contact Express

© 2012 Avaya Inc. All rights reserved. 1

Proactive Contact 5.1 Beta Results

Avaya Outbound Contact Express

Joe Suggs

Avaya Global Market Introduction


Topics

Avaya Proactive Contact 5.1

Avaya Beta Program / GMI



Proactive Contact 5.1 – Trial Outcome

Unrestricted GA on 15-Apr-2013

6 Production Trial Sites– Avaya Internal Center

– External Customers– Global Outsourced Contact Center

– Multi-Tenantcy

– Collections

– Telemarketing

All sites remained in production as part of trial


Proactive Contact 5.1 – What Was Added In Release

Multi-Tenancy

Upgrade to Oracle 11G

Automated Release Agent to Ready for Voicemail

Enhance ID Field to Support Calling List Names

Out of Time Zone Cell Phone Handling

Enhanced IQ Reporting

Simplify Supervisor Install

ASG Authentication

Improved Log Messages

Supervisor-Side Logging

Backup Log

Batch Agent Update

Release to Release Migration Tool


What is Global Market Introduction (GMI)

Supported under both portfolios– Unified Communication (UC)

– Contact Center (CC)

Helps ensure Avaya’s products and surround are ready for GA across the globe

Validates customer acceptance and provide feedback – using consistent and standardized methods throughout

Engages Business Partners and creates partnership with Avaya Professional Services


Programs In Support of Product/Solution Validation

Source: Placeholder

Program

Alpha Program Early cycle product/solution initial live trial usually conducted at a select set of GMI supported Avaya locations.

Partner Preview Program (PPP)

Product/solution deployed in partner lab and is designed to allow Partners to evaluate software and features prior to GA

Beta Program Final qualifying phase of product or solution, generally conducted with direct and indirect customers as well as partners to determine product or solution readiness prior to general availability to the market.


About Avaya Beta Program

Avaya's focus on quality minimizes risk - Products are released to Beta Customers/Avaya Partners only after specific Quality Criteria are met.

Avaya’s Beta Program validates new features in real customer configurations before the launch of a product.

The Beta Program allows Avaya to validate the products’ technical capabilities, future needs as well as the business processes and support necessary for the introduction of new products into the marketplace.

7


Value Proposition For Beta Participation

Be the First to Market. Get ahead of your competitors by learning, using and adopting new technologies & innovative solutions. Early exposure will allow you to gain knowledge and plan ahead on how to integrate advanced technologies to improve your business.

Influence the Product. Participating in the beta program gives you the opportunity to influence the final product development to your specifications as well as future requirements — not your competitors.

R&D Support. Get focused attention from Avaya R&D personnel. Experienced teams are assigned to oversee installation and problem resolutions.

Financial Incentives. Significant pricing discounts are offered for program participation. Software, hardware and firmware upgrades are provided at General Availability


To Participate In Upcoming Contact Center / UC Trials

See me during conference

Other Contact Center or UC Products– See me for contacts

– Contact Your Avaya Sales Team or Avaya Business Partner

Additional Information Available On Avaya Website


Avaya Outbound Contact ExpressA new outbound solution Avaya has brought to market

TurnkeySolution

Turnkey solution targeting the outbound only contact center market

Who needs it?

– Mid-market enterprises/contact centers with outbound agent/voice needs

What is it?

– A bundled solution consisting of switching, predictive dialing, scripting, speech analytics, and security


Customer Pain PointsMultiple vendors, complex deployment and maintenance

Partner Pain PointsMultiple vendor relationships and credential requirements

What does it take today to build an outbound dialing solution?

Vendor #1

Vendor #2

Vendor #3

Vendor #4

Vendor #5

Networking

Collaboration Platform

Outbound CC Analytics

Scripting Engine

Session Border Controller

30+ Daysto operation

Coordinate multiple Vendors

Steps: Build, Test, Configure, Run1) Setup Multi Vendor RFP 2) Engage Systems Integrator3) Schedule Build out4) Test interoperability5) Configure components6) Rollout7) Validate and run


Before Avaya Outbound Contact ExpressCustom Integration of Multiple Core Outbound Capabilities

Predictive & Preview Dialer

Collaboration Platform/PBX

Networking

Scripting

Reporting

Speech Analytics

Security


Avaya Outbound Contact Express Delivers

Predictive & Preview Dialer

Collaboration Platform/PBX

Networking

Scripting

Reporting

Speech Analytics

Security

Cabinet

Pre-configured Solution

Implementation

Software License1



IP Office Server Edition Predictive Dialer Avaya SBCE Web Agent incl. Scripting Reporting & Speech

Analytics Networking

1 Day Single Vendor

Turnkey

Pre-Configured

Tested

Interoperable

Steps: Build, Test, Configure, Run1) Setup Multi Vendor RFP 2) Engage Systems Integrator3) Schedule Build out4) Test interoperability5) Configure components6) Rollout7) Validate and run


Outbound Contact Express provides a pre-integrated, single vendor solution which includes all components that are critical to an outbound customer contact operation

Cost-effective solution tailored for the mid-market

Low overall acquisition and deployment cost

Higher simplicity in design, order, and deployment process

Speedier time to production

$

Outbound Contact Express The Value for The Business

Lower TCO Simplicity

Improved productivity and ease of use

Higher quality and consistency

Industry leading algorithm driving higher agent effectiveness

Higher Agent Productivity

Complete outbound dialing solution

Easy deployment of standalone solution

Robust support

Integrated Solution


Avaya Outbound Contact Express – Key Features IP Office Server Edition

– Single Server– 250 Agents, 250 SIP and/or PRI trunks (with IP500V2 expansions)– 250 VMPro CPA Ports

– Two Servers– 250 Agents, 500 SIP and/or PRI Trunks (with IP500V2 expansions)– 500 VMPro CPA Ports

Security– Secure SIP trunking through Session Border Controller for

Enterprise

Proactive Contact Dialer– Preview and Predictive Dialing

– Call rates as per IP Office solution

– FCC compliant (as per current PC CTI solution)

Proactive Contact Applications– New thin client Web Agent

– Supervisor applications rebranded (Monitor, Editor Analyst, Health Manager and Role Editor) on customer provided servers

Scripting – Integrated with new Web Agent

Call Recording for all agents – Archiving on customer provided server

Speech Analytics – Avaya Speech Analytics Desktop Client on customer provided PC

Providing Telephony (non UC) functionality to office users in addition to agents

IPEndpoints

PC Supervisor

Avaya Speech Analytics

WebAgent


Solution Deployment

Greenfield with locally deployed agent handsets


Solution Deployment

Re-use existing PBX assets for the agent handsets

Existing PBXor SP


Web Agent

Rationalize the steps your agents take when performing their jobs User-friendly web-interface and statistical dashboard, including campaign

and agent related information when agent is idle

Improve agent productivity and reduce TCO with Avaya’s web agent application

Access to customer information during the call

Cost effective and efficient call control

Reduce and manage agent errors with Scripting


Scripting / Script Manager

Easily compile the information you need Windows based design tool enables

supervisors to compile scripts Simple drag-and-drop script elements and

objects from palettes

View holistic information for better conversations Allows script design to be integrated with jobs Shows customer data associated with the

calling list and displayed within the Web Agent Enable agents to directly access databases or

generate emails from the script Popup 3rd party web tools from the script

Enable agents to assemble and access crucial information for successful calls


Reporting

Gain real time insight into customer interactions and agent performance data

Improve campaign efficiency and effectiveness with Avaya’s reporting capabilities

Gain visibility into campaign activity (e.g., calls remaining, call results, and agent activity)

Real-Time reporting through Campaign Monitor

Post-campaign reporting through Campaign Analyst

Create agent reports on agent work time and performance

Pull reports using intuitive report wizard


Call Recording

Have calls available for compliance or further analysis to improve productivity and customer satisfaction

Record all calls with embedded Call Recording function

Record conversations without need for an additional solution

Archiving & Storage on customer provided server

Recording stored with Meta Data in WAV File (date, time, agent, called number, …)

Recordings available to Speech Analysis for further processing


Avaya Speech Analytics Desktop Client

Export Plug-In Export Plug-In for OCE to create CSV File

and launch Excel

Sample Use Cases Did the agent follow the script? Was the agent unprofessional to the

customer (used foul language)? Search for terms the customer claim they

said or didn’t say

Define objectives and easily understand trends related to your success

Search Terms Relevance File Name Tags Caller Number Agent Extension Agent Name Date Time UTC Offset Recording Duration Recording Systemmy supervisor 87 MSG3536398658.wav 8012811 3011 agent1 1/23/2013 12:55:53 0 1:23 Alaska1my supervisor 50 MSG3536398928.wav 8012811 3011 agent1 1/23/2013 13:00:18 0 6:45 Alaska1my supervisor 40 MSG3536399459.wav 8012811 3011 agent1 1/23/2013 13:09:14 0 6:01 Alaska1


Turnkey, pre-integrated, package with all hardware, software required

Rapid deployment, in day(s) vs. months

Simplified support with a single vendor

Supporting outbound agent dialing requirements:

Midmarket, 25-250 agents, <500 trunks

Tailored for collections or telemarketing verticals, with high need for outbound calling

Full featured solution with built-in outbound dialing, agent web-client, scripting, reporting, call recording and speech analytics

Option to utilize PBX functions of IP Office

IPEndpoints

PC Supervisor

Avaya Speech Analytics

Avaya Outbound Contact Express Summary

WebAgent


Questions

Proactive Contact Beta Results & Outbound Contact Express

Technology

Transcript of Proactive Contact Beta Results & Outbound Contact Express