Avaya Aura® Collaboration Environment: Transforming your business one great interaction at a time Michael Wallace October 9th, 2014
[email protected] 1.480.446.5858
Top Level Business Objectives Customer Satisfaction and Advocacy Attract and retain
profitable, savvy customers Image, trust, and increase customer mobility More personalized experience, delivered anytime, anywhere, any channel
© 2014 Avaya Inc. All rights reserved.
Profitability and Cost Management Differentiated brand and better Net Promoter Score Lower costs, increased revenue, improved profitability
Productive and Effective Workforce Productive work environment Right skills, training, knowledge, information and resources
Regulatory reform and compliance
Opportunities to collaborate and develop
Simplify, consolidate and automate operations
Flexibility and empowerment
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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 Bringing data and communications together is complex, “oneoff” and time consuming © 2014 Avaya Inc. All rights reserved.
Communications Apps don’t integrate with existing investments or processes
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 3
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
© 2014 Avaya Inc. All rights reserved.
Applications leverage, rather than replace, existing investments and processes
Users can leverage their communications device of choice
Social, mobile and cloud applications can be efficiently extended into the enterprise
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Transforming the Way We Work and Interact Avaya Aura® Collaboration Environment Application development platform that: Unites Customer Experience Management and Unified Communications to 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 © 2014 Avaya Inc. All rights reserved.
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Avaya Aura® Collaboration Environment Inputs
Business Needs: Voice / IVR
Effective response, team formation, notification from employees / customer services Avaya Developed
Web / Web RTC
Customers, Colleagues, Suppliers or Events
Results
3rd Party ISV Developed
Corporate Enterprise Developed
Higher customer satisfaction
Collaboration Environment
Mobile / SMS Scalability
Security
Virtualization Reliability Serviceability Management
Social
More efficient employees Accelerated response to issues
Avaya Applications Video
Email
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Communication Manager
Call Center Elite
Session Manager
System Manager
Media Server
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Single Common Application Platform Simple, Consistent, Easy Scalability
35,000 Users
Security
Highly Secure
DATA
Virtualization
VMWare
Reliability
N+1 GeoRedundant
Manageability
Dynamic Application and User Provisioning
GRID
Omnichannel Web, Mobile, Voice, Video, Email, SMS © 2014 Avaya Inc. All rights reserved.
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Avaya Aura® Collaboration Environment Key Capabilities Tailor Collaboration for Any Role, Task or Vertical Embed multi-channel collaboration into any application or sequence of applications Deploy collaboration feature sets with
built-in security, reliability and scalability
Turn Discrete Applications and Services into Compelling Solutions Snap-in approach makes capabilities extensible across a diverse array of applications Invoke services using a
common set of methods for voice,
Transform Developer Experience
Single SDK with familiar interfaces that do not require detailed knowledge of telephony or protocols
Sample applications and code speeds time to deployment
video, SMS/text and email
One Platform for Customer Engagement and Unified Communications © 2014 Avaya Inc. All rights reserved.
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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
Collaboration Designer
Real-Time Speech
Context Store Work Assignment WebRTC
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Avaya Collaboration Designer Snap-in
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Avaya Collaboration Designer Empower Enterprise Resources to Easily Produce Customer Journey Maps Utilizing a Single, Graphical, Intuitive Canvas Faster time to market, without Java or communications knowledge 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
Greater enterprise control over workflows and customer journey maps © 2014 Avaya Inc. All rights reserved.
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Collaboration Designer Use Case “Not everyone is a Java Developer”
Collaboration Environment
Business Issue: Application requirements are well understood by business analysts, BUT Company lacks Java development resources © 2014 Avaya Inc. All rights reserved.
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 Benefits: Application adapts to business need vs. business adapting to application capabilities Business analysts are liberated to drive service and profitability Easy ad-hoc changes to run-time processes. 12
Avaya Context Store Snap-in
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Today’s Omnichannel Customer Experience Silo’d, Disconnected, Repetitive, Time Consuming Customer Connections Call Routing
Voice / IVR
Routing/ Resource Decision
IVR Application
Web / Web RTC Mobile / SMS
Routing/ Resource Decision
Routing/ Resource Decision
PBX
SBC Routing/ Resource Decision
Call Routing System
Agents
Social
Video
Email
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Avaya Context Store Snap-In 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
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One Continuous Conversation Across Entire Whole Customer Journey Customer Connections
Call Routing Routing/ Resource Decision
IVR Application Voice / IVR
Routing/ Resource Decision
Routing/ Resource Decision
PBX
SBC Routing/ Resource Decision
Web / Web RTC
Call Routing System
Agents Context Record
Context Record Mobile / SMS
Social
Video
Email
© 2014 Avaya Inc. All rights reserved.
ID: AO-1234567 External ID: (UCID)
ID: AO-1234567 External ID: (UCID) CustomerID: 28651 CustomerName: Tony Peters
value1: “Angry”
CellNumber: +1720 345 6789
Context Record
Context Record
key1: “Sentiment”
ID: AO-1234567 External ID: (UCID)
ID: AO-1234567 External ID: (UCID)
key2: “Language
Segment: Gold
value2: “English”
AccountID: A8T4LGH
Style: “Sympathetic”
Customer ID: “K48327”
key3: “CustomerLevel”
OrderStatus: Dispatched
Approach: “Supportive”
Product Category: “Credit Card
value3: “Gold”
OrderNumber: 398HT3457
Context Store Collect, Store, Share All Relevant Context Across All Touch Points
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Potential Applications Contact Routing
Contact Transfer
Customer Satisfaction Survey
All relevant context inserted into the contact Context can be used for routing and agent screen pops
All relevant updates inserted into the contact Context can be retrieved from the Context Store to facilitate the handover during transfer
Context in Context Store updated with all relevant information about agent’s service, during both call and survey
Context utilized for better queue selection Provides resources immediate insight into contact to date
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Provides agent with immediate insight into contact to date Eliminates unnecessary repeats for customer
Provides 360° insight into experience
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Why Context Store? Bridge the Chasm between Web, Mobile, Enterprise For Your Customer
For Your Business
Improve Customer Experience
Greater Efficiencies
Seamless, consistent experience Personalized Faster resolution
Better actionable insight and decision making Improved resource utilization Better enterprise wide engagement
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Avaya Work Assignment Snap-in
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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
Skills Based Routing
Queue for Skillset 1
Skillset 1
Agent N
Queue for Skillset 2
Agent L
Skillset 3
Agent X
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Agent K
Skillset 2
Agent T
Queue for Skillset 3
Agent D
Agent R
Agent E
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Ag
Real-time Customer Journey Management Customers Expect a Individualized Experience Every Touch, Every Interaction
Context Record ID: AO-1234567 External ID: (UCID)
Routing/ Resource Decision
Routing/ Resource Decision
Context Record
Style: “Sympathetic” Approach: “Supportive”
ID: AO-1234567 External ID: (UCID) Customer ID: “K48327”
SMS
Product Category: “Credit Card
Context Record ID: AO-1234567 External ID: (UCID) Type: “Personal Advisor”
Routing/ Resource Decision
Context Record ID: AO-1234567 External ID: (UCID)
E
Previous Contact: “Y” Preferred Contact “Y”
key1: “Sentiment” value1: “Angry” key2: “Language value2: “English”
Context Record
key3: “CustomerLevel” value3: “Gold”
Routing/ Resource Decision
ID: AO-1234567 External ID: (UCID) CustomerID: 28651 CustomerName: Tony Peters CellNumber: +1720 345 6789 Segment: Gold
© 2014 Avaya Inc. All rights reserved.
AccountID: A8T4LGH OrderStatus: Dispatched
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Real-time Context-based Matching Leverages Latest Technologies to Deliver Real-time Customer Experience Individualized treatment of every customer from best available resource Pool of Work
Pool of Resources
Specialist5
Agent K
Mark
Agent P
Agent T Specialist3
Best Match Joe
Specialist5
Agent T
Agent X
Agent E Specialist4
Agent R Specialist1
Agent W
© 2014 Avaya Inc. All rights reserved.
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Avaya Work Assignment 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
© 2014 Avaya Inc. All rights reserved.
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Avaya Real Time Speech Snap-In
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Avaya Real-Time Speech Snap-in Integrate real-time speech search into enterprise and contact center applications and workflows Now real-time visibility for faster decision making and resolution Faster, easier development of speech enabled applications and workflows
Simple, flexible, and powerful query structure for increased accuracy Utilize RESTful web APIs for simplified development resulting in quicker deployment time and faster time to revenue
Solving For The Right Outcome In The Moment © 2014 Avaya Inc. All rights reserved.
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Avaya Real-Time Speech Snap-in Characteristics Developer-friendly APIs Real-time Speech Search Complex search queries supported
Call event services and notification Controllable search processing
Language model control
© 2014 Avaya Inc. All rights reserved.
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Avaya Real-Time Snap-in Use Case Examples Enterprise Worker & Agent Script Compliance
Speech Driven Customer Journeys
Supervisor Alerting
Real-time guidance during the call duration
Rapidly match best resource (process, people) based on call classification
Automated observation of agent performance / call content
Reduce fines, minimize risk to brand
Streamline operations
Prioritized intervention guide
Exploit enterprise knowledge
Shorten up-skill time
Increase resource efficiencies
Spot agent burnout or attrition
Enhance data grid to improve service across enterprise
Improve call outcomes Lower customer effort
Decrease customer effort
Real-time Context Creation Real-time tagging of audio content
Solving For The Right Outcome In The Moment © 2014 Avaya Inc. All rights reserved.
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Avaya WebRTC Snap-In
© 2014 Avaya Inc. All rights reserved.
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Avaya WebRTC Snap-in Enable Consumers to ‘Click to Call’ Browser to Seamlessly Connect Through to an Agent Better application and tighter integration between web and telephony communications Integrate real-time web communications into the browser without plug-ins Integrate with context store, providing relevant contextual data to agents when consumer calls are presented Integrate with real-time speech to support audio driven menus and to monitor agent script compliance
Richer, more seamless customer experience across different media
The customer service on-ramp for the Web 2.0 World © 2014 Avaya Inc. All rights reserved.
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Avaya WebRTC Use Case “Click for Service”
Collaboration Environment
Business Issue: Abandon rates remain stubbornly high Agent support is “blind” to customer’s context Not every customer is beside a phone © 2014 Avaya Inc. All rights reserved.
Solution: Integrate “Click to call” services quickly and easily into existing web experiences Provide agent with context for rapid issue resolution and great service Leverage speech analytics for agent support and tracking Benefits: Differentiated service levels Reduced call times Increased revenue High agent compliance with company policy 30
