5/23/2018 IPO Contact Center Final
1/351
IP Office Contact Center (IPOCC)May 2014 Tech Transfer
5/23/2018 IPO Contact Center Final
2/352
IP Office Contact Center Overview
5/23/2018 IPO Contact Center Final
3/35AvayaConfidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 3
Avaya IP Office Contact CenterCustomer Experience Management
Contact Center
NetworkingSecurity
Collaboration
5/23/2018 IPO Contact Center Final
4/35AvayaConfidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 4
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
5/23/2018 IPO Contact Center Final
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
5/23/2018 IPO Contact Center Final
6/35AvayaConfidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 6
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
5/23/2018 IPO Contact Center Final
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
Web Chat
Voice
Customers andProspect
Avaya IP Office Contact Center is Multichannel
5/23/2018 IPO Contact Center Final
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)
Web Chat
Voice
5/23/2018 IPO Contact Center Final
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
5/23/2018 IPO Contact Center Final
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
5/23/2018 IPO Contact Center Final
11/35AvayaConfidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 11
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
5/23/2018 IPO Contact Center Final
12/35
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
5/23/2018 IPO Contact Center Final
13/35
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).
5/23/2018 IPO Contact Center Final
14/35
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
5/23/2018 IPO Contact Center Final
15/35
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
5/23/2018 IPO Contact Center Final
16/35
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
5/23/2018 IPO Contact Center Final
17/35
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
5/23/2018 IPO Contact Center Final
18/35
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
5/23/2018 IPO Contact Center Final
19/35
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
5/23/2018 IPO Contact Center Final
20/35
AvayaConfidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 20
Task Flow EditorTask Flow Menu
5/23/2018 IPO Contact Center Final
21/35
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)
5/23/2018 IPO Contact Center Final
22/35
22
IP Office Contact Center: Engineering theSolution
5/23/2018 IPO Contact Center Final
23/35
AvayaConfidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 2323
IP-Office Integration, TechnicalOverview
IPOCC
Customer calls
0711135865000
IPO
IPOTaskserver
SIP Ext 350
Port 5060
Chap
SIP Ext 350
Port 5070
Topics
Queue
VoiceExtensionAdapter
(VEA)
5000-5029
Short
Codes
IP 135.124.109.136IPO
IP
135.124.108.199
Trunk
IVR
IVR
Public
Network
IPOCCCore/Routing/Realtime/Statistic
etc
IPO User + PhoenixAgent
CTI
IPOCC Server
5/23/2018 IPO Contact Center Final
24/35
AvayaConfidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 24
Avaya IP Office Contact CenterInstallation
Window s MSI
About 2-3 hfor 20 Agents
About 1 h for20 Agents
Depends onrequirements
ExcelCollectCustomer data
InstallIPOCC Software
ImportCustomer data
CustomizeTo c ustom er needs
5/23/2018 IPO Contact Center Final
25/35
AvayaConfidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 25
Single site5 to 30 agents
5 to 100 agentsUp to 32 locations
IP Office 500v2 R9.0.2
IP Office ServerEdition R9.0.2
Partner provided serveror virtualized server to runIP Office Contact Center
Avaya IP Office Contact Center SolutionConfiguration
Application server(VMPRO)
Partner providedserver
or virtualizedRuns IPOCC
1 x HD contact recorder1 x HD VMPRO
Hard disk installedin server for
contact recorder
5/23/2018 IPO Contact Center Final
26/35
AvayaConfidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 26
Agent Capacity Add to IP Office IP Office Contact Center Server
IP OfficeServer Edition
Up to 100 agentsat up to 32 nodes
supported by theprimary server
PROVISIONAdditional Hard Drive
on SE Server
Contact Recorder
Partner-Supplied Server
Windows 2008R2 or 2012 R2 Server
Minimum hardware requirement Intel Xeon E3 Quadcore 3.1 GHz
8GB DDR3 ECC 1 x Seagate ST500DM002
500GB formatted capacity, 7200 RPM,
16MB cache, SATA interface, RAID1
RAID controller (Intel C202) onboard
1 x 1GB NIC
Sample servers Dell D210/220
Fijitsu PrimergyTX1000S3p
IP Office500v2
Up to 30 agentsat a single site
(no multisite contact
center support over SCN)
ADDPartner-Supplied
Application Server
2 x hard drives
VMPro
Contact Recorder
IP Office Contact Center Configuration SpecsSold as software ISO or OVA English only deployments
5/23/2018 IPO Contact Center Final
27/35
AvayaConfidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 2727
IPOCC Country SupportCountries Supported Desk Top
OSServerOS
GA-Unrestricted
General Availability Feb 28, 2014
United States, Canada, United Kingdom, English English Feb 28, 2014
Australia, New Zealand, India
Wave 1 Additions
Singapore, Philippines, Thailand,
Malaysia, Indonesia, South Africa, UAE,
Ecuador, Kuwait, Indochina (Vietnam,
Laos, Cambodia, Myanmar).
English English Mar 17, 2014
Wave 2 Additions
Hong Kong, Turkey, Brasil, Mxico,
Caribbean Islands, Panama, Costa Rica,
Peru
English English Apr 7, 2014
Wave 3 Additions
Netherlands, Sweden, Denmark,
Norway, Saudi Arabia, Finland, Belgium,Czech Rep, Israel
Local English May 5, 2014
5/23/2018 IPO Contact Center Final
28/35
28
Licensing & Quoting Information
5/23/2018 IPO Contact Center Final
29/35
AvayaConfidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 29
Four Codes Simple Configuration
IP Office Contact Center
Description Avaya List Price
Base software (IP Office SE/500v2) $2255
Voice Agent license $670
Multichannel Agent license (add to voice agent license) $402
Supervisor license (includes voice and multi-channel) $1205
Less time designing the
solutionDo budgetary designs on
the fly
Quoting in EC and ASD(One Source)
5/23/2018 IPO Contact Center Final
30/35
AvayaConfidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 3030
IP Office Support Services (IPOSS)
IPOCC Per-agent Price Component: 1 year list price
IPOSS 1-yr List Price
Voice Agent Multichannel Agent Supervisor Agent
Wholesale Co-Delivery Wholesale Co-Delivery Wholesale Co-Delivery
8x5 RTS $99.96 $75.00 $60.00 $45.00 $180.00 $135.0024x7 RTS $125.04 $94.08 $75.00 $57.00 $225.00 $169.08
3 and 5 year options available
5/23/2018 IPO Contact Center Final
31/35
31
IP Office Contact Center Roadmap
5/23/2018 IPO Contact Center Final
32/35
AvayaConfidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 3232
IPOCC Roadmap
IPOCC R9.0.3SP planned GA June 20, 2014
TAPI-D for improved MSI installations
R210 IPOCC turnkey hardware platform
General improvements
IPOCC R10 planned GA 2QFY15
5/23/2018 IPO Contact Center Final
33/35
AvayaConfidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 3333
Session Summary
IP Office Contact Center supports 5100 Agents andSupervisors
Deployed as ISO or OVA in English only
Supports Voice, Email and Chat in a blended agent
environment
Universal Queuing
Uses TAPI and one SIP extension for all telephony andmedia traffic
Implementation using .csv file for ease of installation
Roadmap for Hosted IPOCC
5/23/2018 IPO Contact Center Final
34/35
AvayaConfidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 3434
Material Links
Useful Links SMBS Pre-Sales Technical Support Group
IP Office Online Knowledgebase
Avaya Documentation
Contact Center Toolkit (SMB)
Demo
IP Office Contact Center Demo
Note: trial version
Other useful links
All Collateral for CC Solutions on IPO
Customer-Ready Collateral for CC Solutions on IPO
Sales Collateral for CC Solutions on IPO
https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?c=a3da0000000LUmsAAG&com.salesforce.visualforce.ViewStateCSRF=K8YQat3EVVUxhSNtwRLEDzt5VC5_Hxj9z4dMzUUb4q91BSPVDayVASHaThXsH7jevd36xMgTwSGvP4BPtF3j688i2lLXyTR1DZOI0GB8j3d7TtmIuaWQGnVLwJRAFYR9mgTKGrP4UwOaJbTAOzbqqq04X5w=&com.salesforce.visualforce.ViewStateVersion=201404141923160566&Id=a3ja0000000LmN2AAK&j_id0:j_id2:j_id12:j_id13:j_id27:j_id28:j_id30=j_id0:j_id2:j_id12:j_id13:j_id27:j_id28:j_id30&j_id0:j_id2:j_id12:j_id13:j_id27:j_id28:j_id30:j_id31:0:filter=on&j_id0:j_id2:j_id12:j_id13:j_id27:j_id28:j_id30:j_id36=Applyhttp://portal.avaya.com/ptlWeb/spCP/CS2004121417415743009/C2004128223019631001/SN2004121417416795067/SN2004121417416795067http://marketingtools.avaya.com/knowledgebasehttp://support.avaya.com/https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?c=a3da0000000LUmsAAG&com.salesforce.visualforce.ViewStateCSRF=K8YQat3EVVUxhSNtwRLEDzt5VC5_Hxj9z4dMzUUb4q91BSPVDayVASHaThXsH7jevd36xMgTwSGvP4BPtF3j688i2lLXyTR1DZOI0GB8j3d7TtmIuaWQGnVLwJRAFYR9mgTKGrP4UwOaJbTAOzbqqq04X5w=&com.salesforce.visualforce.ViewStateVersion=201404141923160566&Id=a3ja0000000LmN2AAK&j_id0:j_id2:j_id12:j_id13:j_id27:j_id28:j_id30=j_id0:j_id2:j_id12:j_id13:j_id27:j_id28:j_id30&j_id0:j_id2:j_id12:j_id13:j_id27:j_id28:j_id30:j_id31:0:filter=on&j_id0:j_id2:j_id12:j_id13:j_id27:j_id28:j_id30:j_id36=Applyhttp://demosondemand.com/clients/avaya/001/page/prerelease_AVYA001.asphttps://avaya.my.salesforce.com/apex/sp_ContentClassificationListPage?Id=a3ja0000000LmN2AAK&cat=All%20Collateralhttps://avaya.my.salesforce.com/apex/sp_ContentClassificationListPage?Id=a3ja0000000LmN2AAK&cat=Customer-Ready+Collateralhttps://avaya.my.salesforce.com/apex/sp_ContentClassificationListPage?Id=a3ja0000000LmN2AAK&cat=Sales+Collateralhttps://avaya.my.salesforce.com/apex/sp_ContentClassificationListPage?Id=a3ja0000000LmN2AAK&cat=Sales+Collateralhttps://avaya.my.salesforce.com/apex/sp_ContentClassificationListPage?Id=a3ja0000000LmN2AAK&cat=Customer-Ready+Collateralhttps://avaya.my.salesforce.com/apex/sp_ContentClassificationListPage?Id=a3ja0000000LmN2AAK&cat=Customer-Ready+Collateralhttps://avaya.my.salesforce.com/apex/sp_ContentClassificationListPage?Id=a3ja0000000LmN2AAK&cat=Customer-Ready+Collateralhttps://avaya.my.salesforce.com/apex/sp_ContentClassificationListPage?Id=a3ja0000000LmN2AAK&cat=All%20Collateralhttp://demosondemand.com/clients/avaya/001/page/prerelease_AVYA001.asphttps://avaya.my.salesforce.com/apex/sp_ViewDetailPage?c=a3da0000000LUmsAAG&com.salesforce.visualforce.ViewStateCSRF=K8YQat3EVVUxhSNtwRLEDzt5VC5_Hxj9z4dMzUUb4q91BSPVDayVASHaThXsH7jevd36xMgTwSGvP4BPtF3j688i2lLXyTR1DZOI0GB8j3d7TtmIuaWQGnVLwJRAFYR9mgTKGrP4UwOaJbTAOzbqqq04X5w=&com.salesforce.visualforce.ViewStateVersion=201404141923160566&Id=a3ja0000000LmN2AAK&j_id0:j_id2:j_id12:j_id13:j_id27:j_id28:j_id30=j_id0:j_id2:j_id12:j_id13:j_id27:j_id28:j_id30&j_id0:j_id2:j_id12:j_id13:j_id27:j_id28:j_id30:j_id31:0:filter=on&j_id0:j_id2:j_id12:j_id13:j_id27:j_id28:j_id30:j_id36=Applyhttp://support.avaya.com/http://marketingtools.avaya.com/knowledgebasehttp://portal.avaya.com/ptlWeb/spCP/CS2004121417415743009/C2004128223019631001/SN2004121417416795067/SN2004121417416795067http://portal.avaya.com/ptlWeb/spCP/CS2004121417415743009/C2004128223019631001/SN2004121417416795067/SN2004121417416795067http://portal.avaya.com/ptlWeb/spCP/CS2004121417415743009/C2004128223019631001/SN2004121417416795067/SN2004121417416795067https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?c=a3da0000000LUmsAAG&com.salesforce.visualforce.ViewStateCSRF=K8YQat3EVVUxhSNtwRLEDzt5VC5_Hxj9z4dMzUUb4q91BSPVDayVASHaThXsH7jevd36xMgTwSGvP4BPtF3j688i2lLXyTR1DZOI0GB8j3d7TtmIuaWQGnVLwJRAFYR9mgTKGrP4UwOaJbTAOzbqqq04X5w=&com.salesforce.visualforce.ViewStateVersion=201404141923160566&Id=a3ja0000000LmN2AAK&j_id0:j_id2:j_id12:j_id13:j_id27:j_id28:j_id30=j_id0:j_id2:j_id12:j_id13:j_id27:j_id28:j_id30&j_id0:j_id2:j_id12:j_id13:j_id27:j_id28:j_id30:j_id31:0:filter=on&j_id0:j_id2:j_id12:j_id13:j_id27:j_id28:j_id30:j_id36=Apply5/23/2018 IPO Contact Center Final
35/35
Thank You!
Top Related