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IP Office Contact Center (IPOCC) May 2014 Tech Transfer

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IP Office Contact Center Overview

Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 3

Avaya IP Office Contact Center Customer Experience Management

Contact Center

Networking Security

Collaboration

Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 4

Avaya Contact Center Solutions for IP Office

Voice

Multi-channel

Integrated advanced

applications

Suite-based enterprise

features (HA, session mgmt.)

400 5 250 30 50 100

Primary Competitors:

ShoreTel

Voxtron (BT)

Altitude

Presence

Primary Competitors:

Genesys Express

Cisco UCCx

Altitude

Presence

Huawei

Primary Competitors:

Genesys

Cisco

Interactive Intelligence

Altitude

Primary Competitors:

Genesys Express

Cisco UCCx

Altitude

Presence

Huawei

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

Interactive Intelligence CIC

Aspect

Shoretel

Genesys 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

Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 5

28th February

Available in English Language for 33 Countries

Avaya IP Office Contact Center

Avaya Confidential & 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 routing Eliminate transfers

Call recording/Call reports Eliminate conflicts, improve agent/customer interactions, measure

agent performance

Outbound dialing Use agent down time to automatically make outbound calls

Real time reports Monitor 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-specific Skills-based routing

Contact Center Resources

Agent

Agent Groups

Waiting Announcements

External Destination

IVR

Outbound Dialer

Email

Web Chat

Voice

Customers and Prospect

Avaya IP Office Contact Center is Multichannel

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IP Office Contact Center Powerful 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 agent efficiency

Supported in US, Canada, UK, Australia, New Zealand, India (English only)

Email

Web Chat

Voice

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IP Office Contact Center Powerful features

Real time & historical reports

email/web/voice transactions

Powerful, customizable agent desktop

click to call, multichannel view etc

Call 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 to 2000 employees, 5 to 100 agents

Sweet spot: 10 to 60 agents

Single site with IPO 500v2 or multiple locations with IPO Server Edition

Avaya IP Office Contact Center Scalable

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Real Time Information

Overview of contact center status

Individual monitoring screen with integrated telephony function

Information available for agents, team leaders and supervisors

Waiting queue of all tasks including 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

and

definable workload per

Agent

Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 13

Supervisor Applications

Real Time Information - Manage, configure & view real-time Contact Center statistics

Reporting - Manage, configure & view historical, counter based Contact Center statistics

Agent Status Report - Configure & view statistical information about agent activities that are not concerning call or e-mail handling.

Contact Details Report - Configure and view statistical information about single 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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Statistics

Counter 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 customer defined 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

Avaya Confidential & 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

Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 18

Administrator Applications

Configuration - Configure main Contact Center elements

Task Flow Editor - Configure Contact Center routing rules

UI Configuration - Configure & assign Contact & Cockpit Bars, Home & Telephony features

IVR Editor - Configure IVR scripts, Announcements & user response

Dialer - Configure outbound dialer jobs & campaigns

Email - Configure email (UMR) core components

Text Blocks - Configure blocks of text used for Email auto reply templates

Address Book - Configure address book 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

Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 20

Task Flow Editor

Task Flow Menu

Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 21

IVR Editor

Graphical tool for built 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: Engineering the Solution

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IP-Office Integration, Technical Overview

IPOCC

Customer calls

0711135865000

IPO

IPO Taskserver

SIP Ext 350

Port 5060

Chap

SIP Ext 350

Port 5070

Topics

Queue

Voice Extension Adapter (VEA)

5000-5029

Short

Codes

IP 135.124.109.136 IPO

IP

135.124.108.199

Trunk

IVR

IVR

Public

Network

IPOCC Core/Routing/Realtime/Statistic

etc

IPO User + Phoenix

Agent

CTI

IPOCC Server

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Avaya IP Office Contact Center Installation

Windows MSI

About 2-3 h

for 20 Agents

About 1 h for

20 Agents

Depends on

requirements

Excel Collect Customer data

Install IPOCC Software

Import Customer data

Customize To customer needs

Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 25

Single site 5 to 30 agents

5 to 100 agents Up to 32 locations

IP Office 500v2 R9.0.2

IP Office Server Edition R9.0.2

Partner provided server

or virtualized server to run

IP Office Contact Center

Avaya IP Office Contact Center Solution Configuration

Application server

(VMPRO)

Partner provided

server

or virtualized

Runs IPOCC

1 x HD contact recorder

1 x HD VMPRO

Hard disk installed

in server for

contact recorder

Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 26

Agent Capacity Add to IP Office IP Office Contact Center Server

IP Office

Server Edition

Up to 100 agents

at up to 32 nodes

supported by the

primary server

PROVISION Additional 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 Office

500v2

Up to 30 agents

at a single site

(no multisite contact

center support over SCN)

ADD Partner-Supplied

Application Server

2 x hard drives VMPro

Contact Recorder

IP Office Contact Center Configuration Specs Sold as software ISO or OVA English only deployments

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IPOCC Country Support Countries Supported Desk Top

OS

Server

OS

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

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Licensing & Quoting Information

Avaya Confidential & 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 solution

Do budgetary designs on the fly

Quoting in EC and ASD (One Source)

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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 $135.00

24x7 RTS $125.04 $94.08 $75.00 $57.00 $225.00 $169.08

3 and 5 year options available

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IP Office Contact Center Roadmap

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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

Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 33 33

Session Summary

IP Office Contact Center supports 5 100 Agents and Supervisors

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 and media traffic

Implementation using .csv file for ease of installation

Roadmap for Hosted IPOCC

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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

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Thank You!