michael wallace october 9 th, 2014 avaya aura® collaboration environment: transforming your...

Michael WallaceOctober 9th, 2014

Avaya Aura® Collaboration Environment: Transforming your business one great interaction at a time

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2© 2014 Avaya Inc. All rights reserved.

Top Level Business Objectives

Profitability and Cost Management

Differentiated brand and better Net Promoter Score

Lower costs, increased revenue, improved profitability

Regulatory reform and compliance

Simplify, consolidate and automate operations

Attract and retain profitable, savvy customers

Image, trust, and increase customer mobility

More personalized experience, delivered anytime, anywhere, any channel

Customer Satisfaction and Advocacy

Productive and Effective Workforce

Productive work environment

Right skills, training, knowledge, information and resources

Opportunities to collaborateand develop

Flexibility and empowerment


Bringing data and

communications

together is complex, “one-

off” and time consuming

Employees are unable to take

full advantage of their mobile and tablet devices

Enterprises cannot leverage

intersecting social, business,

and mobile technology with

customer engagement

Communications Apps don’t

integrate with existing

investments or processes

Challenges and Symptoms

• Too much data, with limited ability to action

• Slow responsiveness to business needs

• Blurring lines between “UC” and “CC”

• Excessive cost and complexity


A Solution and Benefits

Avaya Aura Collaboration Environment brings simplified

and rapid communications apps development and delivery to any device

on an enterprise wide platform

Enterprises are more responsive

to customer and market needs

Users can leverage their

communications device of choice

Social, mobile and cloud

applications can be efficiently extended into the enterprise

Applications leverage, rather than replace,

existing investments and

processes

5© 2014 Avaya Inc. All rights reserved. 5

Transforming the Way We Work and Interact Avaya Aura® Collaboration Environment

Application development platform that:

Unites Customer Experience Management and Unified Communicationsto create enterprise-wide solutions

Integrates communication / collaboration into any app or sequence of apps

Makes vertical apps quick and easy to develop and deploy

Provides enterprise grade foundation

Allows developers to focus on business challenges vs. deep telephony / protocol knowledge

Speeds pace of business regardless of location

Integrated part of the Avaya Aura Platform


Business Needs:Effective response, team formation,

notification from employees / customer services

Inputs Results

Avaya Aura® Collaboration Environment

Customers, Colleagues,

Suppliersor Events

Collaboration Environment

Avaya Applications

Higher customer satisfaction

More efficient employees

Acceleratedresponseto issues

Scalability Security Virtualization Reliability Serviceability Management

AvayaDeveloped

3rd PartyISV

Developed

CorporateEnterprise Developed

Communication Manager

Call Center Elite

Session Manager

System Manager

Media Server

Web / Web RTC

Voice / IVR

Email

Mobile / SMS

Social

Video


DATA GRID

Single Common Application Platform Simple, Consistent, Easy

Manageability

DynamicApplication

and User Provisioning

Reliability

N+1 Geo-Redundant

Scalability

35,000 Users

Security

HighlySecure

Virtualization

VMWare

Omnichannel Web, Mobile, Voice, Video, Email, SMS


Avaya Aura® Collaboration Environment Key Capabilities

Snap-in approach makes capabilities extensible across a diverse array of applications

Invoke services using a common set of methods for voice, video, SMS/text and email

Embed multi-channel collaboration into any application or sequence of applications

Deploy collaboration feature sets with built-in security, reliability and scalability

Single SDK with familiar interfaces that do not require detailed knowledge of telephony or protocols

Sample applications and code speeds time to deployment

Tailor Collaboration for Any Role, Task or

Vertical

Turn Discrete Applications and

Services into Compelling Solutions

Transform Developer Experience

One Platform for Customer Engagement and Unified Communications


Collaboration Environment Snap-ins What is a Snap-in?

– Modular, re-usable code that connects, enables, or facilitates a desired outcome

Value: – Quickly, cost effectively integrate new capabilities

into business processes and functions

– Efficiently reuse capabilities across multiple applications and functions

– Flexibly select and use the ones you want

WebRTCWork Assignment

CollaborationDesigner Context Store Real-Time Speech


Avaya Collaboration Designer Snap-in


Avaya Collaboration Designer

Utilize graphical user interface, with drag|and drop capability, to develop and deploy high value workflows

Integrate snap in and collaboration environment capabilities into workflows

Utilize extensive, expandable and customizable palette to tailor and customize workflows

Leverage data grid for long term storage (days, weeks, months) of workflows to support long running transactions

Empower Enterprise Resources to Easily Produce Customer Journey Maps Utilizing a Single, Graphical, Intuitive Canvas

Faster time to market, without Javaor communications knowledge

Greater enterprise control over workflows and customer journey maps


Collaboration Designer Use Case“Not everyone is a Java Developer”

Business Issue: Application requirements are well

understood by business analysts, BUT

Company lacks Java development resources

Benefits: Application adapts to business

need vs. business adaptingto application capabilities

Business analysts are liberatedto drive service and profitability

Easy ad-hoc changes to run-time processes.

Solution: Business analysts can create

solutions using the “What you draw is what you execute” principle of Collaboration Designer

Simple, browser based interfaces leverages existing desktop software



Avaya Context Store Snap-in


Today’s Omnichannel Customer ExperienceSilo’d, Disconnected, Repetitive, Time Consuming

Call Routing

CustomerConnections

Agents

Routing/ Resource Decision

SBC

IVRApplication

Call Routing System

PBX




Web / Web RTC

Voice / IVR

Email

Mobile / SMS

Social

Video


Improved awareness and insight. Deliver a great customer experience

Collect and store context about customers, resources, processes

Share relevant context across all resources and all stages of customer journey to better understand customers, resources, business

Continuously gather and share new data to compliment and expand existing knowledge

Feed context to data warehousing, reporting, analytics

Avaya Context Store Snap-In


CustomerConnections

Web / Web RTC

Voice / IVR

Email

Mobile / SMS

Social

Video

One Continuous Conversation Across Entire Whole Customer Journey

Call Routing

Agents


SBC

IVRApplication

Call Routing System

PBX




Context StoreCollect, Store, Share All Relevant Context Across All Touch Points

Context RecordID: AO-1234567

External ID: (UCID)

CustomerID: 28651

CustomerName: Tony Peters

CellNumber: +1720 345 6789

Segment: Gold

AccountID: A8T4LGH

OrderStatus: Dispatched

OrderNumber: 398HT3457


External ID: (UCID)

key1: “Sentiment”

value1: “Angry”

key2: “Language

value2: “English”

key3: “CustomerLevel”

value3: “Gold”


External ID: (UCID)

Customer ID: “K48327”

Product Category: “Credit Card


External ID: (UCID)

Style: “Sympathetic”

Approach: “Supportive”


All relevant updates inserted into the contact Context can be retrieved from the Context Store to

facilitate the handover during transfer

All relevant context inserted into the contact

Context can be usedfor routing and agent

screen pops

Context in Context Store updated with all relevant information about agent’s service, during both call

and survey

Potential Applications

Contact Routing

Contact Transfer

Customer Satisfaction

Survey

Context utilized for better queue selection

Provides resources immediate insight into contact to date

Provides agent with immediate insight into contact to date

Eliminates unnecessary repeats for customer

Provides 360° insight into experience


Greater Efficiencies

Improve Customer Experience

For YourCustomer

For YourBusiness

Why Context Store?

Seamless, consistent experience

Personalized Faster resolution

Better actionable insight and decision making

Improved resource utilization

Better enterprise wide engagement

Bridge the Chasm between Web, Mobile, Enterprise


Avaya Work Assignment Snap-in


Skills Based Routing Reaching Limits to Deliver True Real-time Customer Experience

First in, first out based on agent skills, not business or customer needs

Ski

lls B

ased

Rou

ting

Skillset 1

Skillset 2

Skillset 3

Queue for Skillset 1



Agent T Agent L

Agent N Agent D Agent K Agent P

Agent X Agent R Agent E


CustomerID: 28651

CustomerName: Tony Peters

CellNumber: +1720 345 6789

Segment: Gold

ID: AO-1234567External ID: (UCID)

Context Record

AccountID: A8T4LGH

OrderStatus: Dispatched

DeliveryDate: 06/02/2014

SMS

E






Context Record

Type: “Personal Advisor”

Previous Contact: “Y”

Preferred Contact “Y”


Context Record

key1: “Sentiment”

value1: “Angry”

key2: “Language

value2: “English”

key3: “CustomerLevel”

value3: “Gold”


Context Record

Style: “Sympathetic”

Approach: “Supportive”


Context Record

Customer ID: “K48327”

Product Category: “Credit Card

Real-time Customer Journey Management

Customers Expect a Individualized Experience Every Touch, Every Interaction


Individualized treatment of every customer from best available resource

Real-time Context-based Matching Leverages Latest Technologies to Deliver Real-time Customer Experience

Pool of ResourcesPool of Work

Best Match

Mark

Joe

Agent T

Agent K

Agent T

Agent R

Agent E

Agent W

Agent X

Agent P

Specialist1

Specialist5

Specialist3

Specialist4

Specialist5


Deliver the best individualized service every moment, every interaction

Manages and adapts business rules and strategies required to achieve target customer experience

Provides centralized distribution of work items using single unified pool of global resources and attribute driven matching

Determines next best action by applying business rules to contextual awareness to achieve target customer experience

Executes right match of resources to each customer or work item across right media at the right time

Avaya Work Assignment


Avaya Real Time Speech Snap-In


Avaya Real-Time Speech Snap-in

Faster, easier development of speech enabled applications and workflows

Utilize RESTful web APIs for simplified development resulting in quicker deployment time and faster time to revenue

Simple, flexible, and powerful query structure for increased accuracy

Integrate real-time speech search into enterprise and contact center applications and workflows

Now real-time visibility for faster decision making and resolution

Solving For The Right Outcome In The Moment


Avaya Real-Time Speech Snap-inCharacteristics

Developer-friendly APIs

Real-time Speech Search

Complex search queries supported

Call event servicesand notification

Controllable search processing

Language model control


Avaya Real-Time Snap-inUse Case Examples

Solving For The Right Outcome In The Moment

Rapidly match best resource (process,

people) based on call classification

Real-time guidanceduring the call duration

Real-time taggingof audio content

Enterprise Worker & Agent

Script Compliance

Speech Driven Customer Journeys

Real-time Context Creation

Reduce fines, minimize risk to brand

Shorten up-skill time

Improve call outcomes

Lower customer effort

Streamline operations

Increase resource efficiencies

Decrease customer effort

Exploit enterprise knowledge

Enhance data gridto improve service across enterprise

Automated observation of agent performance /

call content

SupervisorAlerting

Prioritized intervention

guide

Spot agent burnout or attrition


Avaya WebRTC Snap-In


Enable Consumers to ‘Click to Call’ Browser to Seamlessly ConnectThrough to an Agent

Integrate real-time web communicationsinto the browser without plug-ins

Integrate with context store, providing relevant contextual data to agents when consumer callsare presented

Integrate with real-time speech to support audio driven menus and to monitor agent script compliance

Avaya WebRTC Snap-in

Better application and tighter integration between web and telephony communications

The customer service on-ramp for the Web 2.0 World

Richer, more seamless customer experience across different media


Avaya WebRTC Use Case“Click for Service”

Business Issue: Abandon rates remain stubbornly high Agent support is “blind” to customer’s

context Not every customer is beside a phone

Benefits: Differentiated service levels Reduced call times Increased revenue High agent compliance

with company policy

Solution: Integrate “Click to call” services

quickly and easily into existing web experiences

Provide agent with contextfor rapid issue resolution and great service

Leverage speech analyticsfor agent support and tracking


michael wallace october 9 th, 2014 avaya aura® collaboration environment: transforming your...

Documents

avaya aura platform

business challenges

communication collaboration

customer mobility

complexity slide

empowerment slide

customer experience

channel customer satisfaction