avaya workforce optimization · 07.04.2016 · aawfo is integral to the avaya contact center suite...

AVAYA WORKFORCE OPTIMIZATION

Tim Richter Director Product Management Avaya [email protected]

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© 2016 Avaya Inc. All right reserved 4 4

AGENDA

Relevance of Workforce Optimization Solutions

Avaya’s Workforce Optimization Portfolio

Avaya Aura Workforce Optimization

– What’s new with 15.1

Avaya Workforce Optimization Select 5.0

– Mid market WFO – launches May 2016

Q&A

© 2016 Avaya Inc. All right reserved 5

...but only 48%

have initiatives in place to reduce

customer effort

CONSUMERS ARE DEMANDING… BUSINESSES ARE BATTLING TO MEET

DEMANDS…

would rather spend money with organizations

that are easy to do business with

Physical Digital

Retail

Location

Kiosk

Terminal

Self

Service

Live

Agent

Sales

Specialist

Direct

Mail Social

Media

Corporate

Website

Mobile

Platform

Messaging

Interaction

App Team

Contact

Center Marketing Marketing

Sales

83%

of organizations can’t deliver all requirements for

completely blended customer experience...

Sources:

• Dynamic Markets, 2014

• BT and Avaya, 2015

In this Digital World

92% Expect proactive engagement

Expect unique treatment 70%



CAN HELP MAKE EACH INTERACTION COUNT

Enabled by Avaya Aura® Workforce

Optimization

DURING

BEFORE

AFTER • Review Performance • Evaluate Customer Feedback • Monitor Quality • Change Forecast & Schedules • Coach & Train Staff • Improve Processes • Communicate Results

• Forecast Demand • Implement Schedule • Provide Relevant Information • Engage Right Resources

• Capture Sales • Record Interaction • Update Results • Monitor Staff Performance • Capture Feedback

7

Avaya Workforce Optimization:

Solving Business Problems


SOLVE BUSINESS ISSUES

WITH AVAYA WORKFORCE OPTIMIZATION

• Deliver Compliance

• Adhere to Regulations

• Fight Fraud

Compliance

• Improve First Contact

Resolution / Customer

Satisfaction / Net Promoter

• Increase Revenue

• Improve Up and Cross-Selling

Topline Growth &

Customer Experience

• Meet Service Level Agreements

• Reduce Costs and Increase

Margins

• Improve Employee Satisfaction

and Staff Retention

Contact Center Efficiency


CHALLENGES IN MANAGING THE CONTACT CENTER

Revenue per call

Budget Cuts

Accent

Cross/Up Sell Ability

Customer Sat Score

Agent Retention

Absenteeism

Agent Satisfaction

First Contact Resolution

Organizational Alignment

Customer Churn

Customer Experience

Customer Perception

Agent Skills Recruitment

Net Promoter Score


IP Office Contact Center

(IPOCC)

Contact Center Select (ACCS)

IP Office

Aura Contact Center

(AACC)

Aura

WFO Select

Elite Stack Elite CMS

One-X Agent / Supervisor

Elite Multi-Channel (EMC)

Interaction Center (AIC)

Social Responder

Automated Chat

Avaya Aura Workforce Optimization (AAWFO)

Control Manager


ENTERPRISE AND MID MARKET OFFERS

11

Avaya Aura®

Workforce Optimization:

Why AAWFO for Enterprise?


• Scale • Localization • Advanced Applications • Supported OS’s


Largest Verint Partner

Long History:

– Nortel Reseller agreement

– Avaya Dev Connect partner and OEM relationship for Verint Witness Actionable Solutions

– Expanded OEM agreed in 2010 for Avaya Aura Workforce Optimization

End-to-end Support :

– Includes R&D, Product Development, Sales, Presales, Marketing, Professional Services, Support Services

Extensive Expertise:

– Dedicated Workforce Optimization sales specialists, Avaya Professional Services and Support Services personnel practice

– Comprehensive partner enablement and certification program

AVAYA AND VERINT RELATIONSHIP

Leading, global provider of customer and team

engagement solutions and services available in a variety

of flexible on-premise and cloud deployment options.

Global leader in Actionable Intelligence® solutions

for customer engagement optimisation, security

intelligence, and fraud, risk and compliance.

© 2016 Avaya Inc. All right reserved 14 14 14

A LEADER IN MAGIC QUADRANT FOR

CUSTOMER ENGAGEMENT CENTER WFO

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire

document. The Gartner document is available upon request from Verint. Gartner does not endorse any vendor, product or service

depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or

other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be

construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any

warranties of merchantability or fitness for a particular purpose.

Verint is positioned as:

a Leader in Gartner’s 2015 Magic Quadrant for

Customer Engagement Center Workforce

Optimization

that is highest in execution and furthest in vision

within the Leaders Quadrant

*Gartner, “Magic Quadrant for Customer Engagement Center Workforce Optimization,” December 8, 2015

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=OKKmt0b6WZGAfM&tbnid=qtubZ2HlBmVXPM:&ved=0CAUQjRw&url=http://blog.cleverbridge.com/2013/06/gartner-magic-quadrant-for-e-commerce-2013/&ei=Ce18UuPEAtGDkQe9jIDYDw&bvm=bv.56146854,d.eW0&psig=AFQjCNHarYMBQhr7ecvFWEgt2vVMkqFdrw&ust=1384005249573650


POWER OF UNIFIED

Unified

Workforce Optimization Solution

Unified

Customer Engagement

and

Workforce Optimization Solution

Fabric Networking Solutions

Glo

ba

l S

erv

ices Customer Engagement

Solutions

Team

Engagement

Solutions

Engagement Environment

Mobility

Cloud

3rd Party Business

Applications

Pa

rtne

r En

ab

lem

ent

Avaya Customer Engagement Solutions

Enterprise-wide Team Engagement

Enterprise-wide

Team Engagement

Omni-Channel Experience

* Gartner, “Magic Quadrant for Customer Engagement Center Workforce Optimization,” December 8, 2015

**Gartner: Business Benefits Drive the Alignment Between Contact Center Infrastructure and Workforce

Optimization Software Published: 14 July 2011

Potential 15% TCO benefit**

Potential 20% TCO benefit*


ROI STATS

Bank of Montreal reduced average handle time by 35%.

Elevon, a leader in merchant saved $1.7M in revenue in the first 3 months by identifying customers in danger of defecting.

Australian Health and Life insurance company HCF increased team leaders time spent on coaching by 50% and decreased the time required to address member complaints by 6.5%.

Pitney Bowes reduced transfers out of rental billing dept. by more than 5% in under 6 months by identifying and cross training agents on top transfer reasons.


Complete

Integrated

Suite

A unified WFO suite

Fully integrated with Avaya Contact

Center and Communications

infrastructure

Free interconnect licensing –

inclusive DMCC/TSAPI and AACC

licenses

Grows

with your

Investment

AAWFO is integral to the Avaya

Contact Center suite

Support of multiple CC and UC

enterprise operations functions

and departments

Backed

by

Avaya

Single accountable vendor

• Sale

• Implementation

• Support

Pre-integrated and tested to Avaya

Communications infrastructure

AVAYA AURA® WORKFORCE OPTIMIZATION

DIFFERENTIATION

18

Avaya Aura Workforce Optimization:

What’s New in 15.1


ACR 15.1 OFFERS CM 7.0 SUPPORT

CM Latest release added

AES Latest release added

Legacy Gateway DMCC support

AMS soft DSP support for DMCC recording

– SRTP from AMS to ACR not currently supported

– Telephony endpoints can still be encrypted

– Optional At-rest encryption still supported


• Support up to 50,000 agents per WFO instance supporting multiple switches

• Easily add licensing as needed

• Easily turn on features not initially deployed leveraging deployed infrastructure

• Expand footprint as needed easily

R15.1 SCALABILITY


NEW INTERFACE

MODERN, CLEAN, INTEGRATED


EMPLOYEE QUICKVIEW

UBIQUITOUS EMPLOYEE INFORMATION, A CLICK AWAY!

One-click access to employee’s photo, performance, learning and coaching history while -

Playing, evaluating, looking at search results or live monitoring interactions

Adds valuable and immediate context to efficiently manage interactions


UNIFIED PLAYBACK

ACCESS ANYTHING, FROM EVERYWHERE

View voice analytics data

Categories and transcription

Access application usage data

See which applications were used and when without having to playback the call

View CTI tags and annotations

Minimize / configure as needed

And all that available to any WFO application

Unified player is a new single widget that plays interactions from Voice Analytics, Scorecards, Interactions and DPA.

Player displays data from these applications.

Player continues to display speech annotations and call data, and introduces new features such as application use during recording.


Delivering levels of accuracy and performance unmatched in industry

Deeper contextual understanding via Semantic Intelligence

More targeted analysis faster with higher level of accuracy

Software-based speaker separation support

ELEVATING VOICE ANALYTICS….

+20%

Accuracy

+100%

Speed!

Transcription Accuracy Processing Speed

Note: Accuracy and processing speed improvement vary by language model.


POWERFUL DATA VISUALIZATION

Data is presented in a single

view making it easy to

discover relevant trends

Get to the results quickly,

identify issues and use the

actionable intelligence to

impact decision making

Easy access to different

views of the data

Single Enterprise Reporting

Engine for all AAWFO

applications


AUTOMATED THEME DISCOVERY

Single click access for

deeper analysis

Single click access to

build a category for

structured

investigation

AUTOMATIC THEME DETECTION IS MAIN DIFFERENTIATOR

It’s better because:

Quickly identify which themes / topics are most used

Build relevant categories faster and with greater insight

Find trends not previously thought about


Management and employees can:

• View their employees and organizations performance

• View performance across multiple employees and KPIs

• Drill down to view KPI details

• Identify trends and relations

• View automatically-surfaced improvement opportunities

• …thru an intuitive and engaging UX

PERFORMANCE MANAGEMENT

NEW USER EXPERIENCE


UNIFIED PERFORMANCE MANAGEMENT

IMPROVED PERFORMANCE

Assign Coaching from Scorecards

– Create coaching sessions directly from Scorecards

– View coaching sessions associated with KPIs in Scorecards

Performance Management Plans

– Achieve structured improvements in performance

Coaching Topics and Templates

– Effectively manage & maintain coaching consistency

Load source measures from user’s main interface

Performance Maps

– View performance by geographic locations

Performance Management & eLearning:

– Tracking plan & tighter integration with coaching


Bring DPA closer to the suite

Uses Platform concepts and server Roles

Scales as part of Suite

Integrates to Suite Application and DB Platforms

Uses core Hierarchy and supports multi-tenancy

Single Sign On

Uses Suite managed adaptors for data integrations

Can deliver Foundation Notification Alerts in response to triggers

DPA data now available in Player UI

Support for Intraday Scorecard feed

Better scalability and more robust

DESKTOP & PROCESS ANALYTICS

IMPROVED INTEGRATION


Makes it easier and faster for customer to create and manage triggers

Search and navigation, and clearer diagnostics

NEW DPA VALIDATOR UI

SIMPLIFIES TASK OF CAPTURING SCREENS FOR TRIGGERS


Users experience faster load times and improved performance for heavy calendar operations

Increases user confidence that product is working, especially for large campaigns

WFM CALENDAR PERFORMANCE IMPROVEMENTS

IMPROVED LOAD TIME WITH PROGRESS BAR WHILE LOADING


TECH STACK

SERVER SIDE


TECH STACK

CLIENT SIDE

35

Avaya Workforce Optimization Select


IP Office Contact Center

(IPOCC)

Contact Center Select (ACCS)

IP Office

Aura Contact Center

(AACC)

Aura

WFO Select

Elite Stack Elite CMS

One-X Agent / Supervisor

Elite Multi-Channel (EMC)

Interaction Center (AIC)

Social Responder

Automated Chat

Avaya Aura Workforce Optimization (AAWFO)

Control Manager


ENTERPRISE AND MID MARKET OFFERS


THE MIDMARKET WFO CHALLENGE

Midmarket Contact Centers Recognize the Value of WFO but have specific Business Requirements

• Enterprise WFO Capabilities at a Midmarket Price

• Easy to Deploy and Simple to Use

• High End-User Adoption

• Single Vendor Accountability


Customer Experience Outcomes

Organizational Outcomes

Customer Retention & Loyalty

Repeat Purchases

Up/Cross Sell Opportunities

New Customer Acquisition

Consistent Customer Experience

Industry Compliance

Improved CSAT Scores

Optimized Staffing

Less Agent Attrition

Timely Training & Support

Agent & Team Performance

Increases Contact

Recording

Live

Monitoring

Quality

Management

Performance

Management

Coaching &

e-Learning

Workforce

Management

AACC ACCS

IPOCC

Integrates with:


AVAYA WORKFORCE OPTIMIZATION SELECT

PACKAGING

Functionality Recorder Edition Standard Edition Quality Management (QM) Edition Enterprise Edition

(AWFOS 5.1 – 2H CY16)

Dashboards & Messaging

Reporting

Voice Recording

Live Monitor Option

Screen Recording Option

Quality Monitoring

Option Option e-Coaching & e-Learning

Post Call Survey 5.1 Option 5.1 Option 5.1 Option

Speech Analytics 5.1 Option 5.1 Option 5.1 Option

Mobile Application 5.1 Option 5.1 Option 5.1 Option

WFM* – Base Option Option Option Option

WFM* – Optional Modules

Option Option Option Option

* Teleopti solution



Fresh UI, Browser Independent, Responsive Design


FUTURE IPOCC THIN CLIENT WITH EMBEDDED WFO


$696

$1,012 $915

$1,200 $1,092

$0

$200

$400

$600

$800

$1,000

$1,200

$1,400

Avaya Calabrio Uptivity Nice Zoom

Best Total Cost of Ownership Representative Cost of Ownership Scenario 250 Seat Call Recording Deployment, Quality Management Deployment

Average Cost of Ownership

is $983

Includes Startup Services, Software and Support

Source: DMG Consulting 2014-15 WFO Product and Market Report

Free Interconnect Licensing reduces the Avaya cost even further with inclusive DMCC/TSAPI licenses


SUMMARY


FOR THE MIDMARKET

Contact Center is the fastest growing segment of the midmarket Be a part of it!

Simplicity you and your customers expect

Enterprise WFO capabilities at a midmarket price with seamless integration to AACC, ACCS and IPOCC

Visit Our Smart City

6:30pm 9:00pm

Monday, April 4

7:00am 8:30am

12:15pm 1:30pm

Tuesday, April 5

7:00am 8:30am

12:15pm 1:30pm

6:00pm 8:00pm

Wednesday, April 6

7:00am 8:30am

(Expo closes after

breakfast)

Thursday, April 7

Expo Hours

Complete your survey at the end of the session in the Mobile App

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avaya workforce optimization · 07.04.2016 · aawfo is integral to the avaya contact center suite...

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