avanade contact center and live chat solution overview

Avanade Contact Center & Live Chat Solution

Web Chat & Contact Center

Presented by:

Joe SchurmanSolutions Architecture & EvangelismAvanade Software & Cloud Services (SCS)

Barry GivensProduct Line Director, CRMAvanade Software & Cloud Services (SCS)

© 2014 Avanade Inc. All Rights Reserved.

Avanade Contact Center Solution (ACCS)Solution OverviewKey Features Interfaces & Supported Modalities:

Live Web Chat Interface Dial-in and IVR (Interactive

Voice Response) Dial-out IP-PBX Integration Call Center Integration

Application Integration: Dynamics CRM Line-of-Business (CRM, SAP,

etc) Gamification Reporting & Monitoring Session Management & Tracking



Avanade Contact Center Solution (ACCS)Avanade Live Chat (ALC)

Aggregated Presence

enabled with Contact

Center routing based on

Agent and/or SME

availability.

Pre-contact Questionnaires


“Zero Footprint” Cross-Device/Browser Customizable/Branded

Web Chat Interface

Post Chat Surveys


Web User Key Features Live Web Chat Interface Microsoft Lync Presence Customizable Web Chat Window &

Skins Accessible from any Browser &

Device SharePoint Integration Chat Transcripts (Email) Chat Surveys Chat Questionnaire Web Co-Browsing Application Sharing Full CSS & Theme customization

Avanade Contact Center Solution (ACCS)Avanade Live Chat (ALC) Web



Avanade Contact Center Solution (ACCS)Avanade Contact Center (ACCS) Agent Desktop

Agent Case, Customer

Record, and Session

Management

Lync Presence & IP Communications

Dynamics CRM Case

Management

All-in-One Agent Desktop



Avanade Contact Center Solution (ACCS)ACCS Agent Desktop – Chat, Sessions & Gamification

Agent Multi-modal Session Management

Live Chat Notifications

Agent Live Chat Response

Agent Gamification

SAP & Customer Line-of-Business

Application Integration



Avanade Contact Center Solution (ACCS)ACCS Agent Desktop – Knowledge Base (SharePoint)

Record/Post HistorySharePoint and/or

Knowledge Base Integration



Avanade Contact Center Solution (ACCS)ACCS Agent Desktop – Line of Business Integration

Agent Multi-modal Session Management

SAP & Customer Line-of-Business

Application Integration



Lync & Lync Online ALC Application Extension

Dynamics CRM Integration Drag-n-Drop Agents

(Group Chat) Web Visitor Profile Agent Dashboard Ava Responses Click-to-Call Escalation Agent Federation Application Sharing CSS Customization Plug-ins

Avanade Contact Center Solution (ACCS)Avanade Live Chat (ALC) Agent

Native Lync Client Agent Plug-

ins

Voice Escalation



Avanade Contact Center Solution (ACCS)Avanade Live Chat (ALC) Administration

Queue Management Agent Management Advanced Routing Archiving &

Compliance Reporting & Analysis Chat Survey Results Application Plug-ins Live Agent Monitoring



Avanade Contact Center Solution (ACCS)Avanade Live Chat (ALC) Real-Time Monitoring

Direct Lync Client integration

Live Pending Chat Requests

Agent Presence Management

Admin “Barge-in” Feature

Multi-Queue Administration



Avanade Contact Center Solution (ACCS)End-user Experiences

CustomerFacing

Web Chat

Real-TimeInternal

Collaboration

Unified ITHelpdesk

Helping Customers increase collaboration

and connectivity

Subject Matter Expert

Chat

Dial-in & IVR

OnlineCommunities


Avanade Contact Center Solution (ACCS)Digital Community Chat

Lync-Enabled Communities

Rich, Real-time, Internal Communication & Collaboration

Increased speed of information and workflow

Portal or Extranet solutions

SharePoint-enabled


Online Communities

Avanade Contact Center Solution (ACCS)Live Physician Chat


CEBP in Healthcare

13

For demonstration purposes only

© 2014 Avanade Inc. All Rights Reserved.15

Avanade Contact Center Solution (ACCS)Live Physician Chat

Lync EMR (Electronic Medical Record) Integration

Click-to-Communicate Escalation

Web Chat (IM) Audio / Voice Video HealthVault

Device Integration


CEBP in Healthcare

For demonstration purposes only


ACCS + Live Chat Demo


CEBP through the Connected EnterpriseAvanade Live Chat (ALC) Solution Architecture


ALCServer(s)




UC Server(s)

ALC Web

Web Visitor

ALC WebServiceSQL

Port 1433

Web

Port 8000

ALC UCMAWeb

Port 8000

1433 TLSPort 5061

ALC DB

HTTP/SPort 80/443

ALC Agent

DMZ

Load Balanced(Optional)

Database

ALC Service

Legend

Monitoring

TLSPort 5061




CSR Agent Customer Reps

RoutingRules

Group Membership Routing

All Available Agents

Additional Routing

Time Location Expertise First Available Round Robin Contact Center Custom

CSR Agent Customer Reps

RoutingRules

Specific Available Agents

Routing Configuration


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