deep dive on avaya aura® contact center · 01/04/2016 · –browser-based agent controls...

1

DEEP DIVE

ON AVAYA AURA® CONTACT CENTER

Bill Jolicoeur

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© 2016 Avaya Inc. All right reserved 5 5

AGENDA

Introducing Avaya Aura® Contact Center

What’s New in Avaya Aura® Contact Center 7.0

– Summary of Key enhancements

– Agent and Supervisor enhancements

– Integrations within Avaya portfolio

– Deployment options and Administration simplification

– New, Migration, and Upgrade offers

Summary

INTRODUCING

AVAYA AURA® CONTACT CENTER

© 2016 Avaya Inc. All right reserved 7

CONSUMERS ARE DRIVING OMNICHANNEL ADOPTION

“I’ll text, IM,

email, or chat.

Please don’t

make me call.”

Voice calls aren’t for everyone


AVAYA AURA® CONTACT CENTER – WHAT IS IT?

Skills-based routing, service level routing, service level management, connecting the customer with the best resource

Real-time displays, historical reporting, over 130 pre-defined reports, report customization

Inbound/outbound voice, email, web chat, SMS, IM, fax, scanned docs, and social media

Unified Omnichannel

Agent Desktop Workflow

Open, Web

Services APIs

Routing and

Resource

Prioritization

Omnichannel

Contact Center

Unified Reporting

And Performance

Monitoring

Screen pops, customer history, expert access, home agent

Create workflows that merge the CC and business process - call back, routing work/tasks to contact center

Single graphical workflow management for assisted, self-service, and social media


AACC - A COMPLETE OMNICHANNEL SOLUTION

Recording

Client

Automated

Services

Breeze™ and Business Applications

Social Media

Avaya Aura

Contact

Center

Agents

Expert

Expert

Expert

Scanned Docs / FAX

IM

Reporting

http://images.google.com/imgres?imgurl=http://www.clker.com/cliparts/0/f/c/2/1195445181899094722molumen_phone_icon.svg.med.png&imgrefurl=http://www.clker.com/clipart-12243.html&usg=__a1YqNyZp2tXi8iHFQ1P0Zk2dRYc=&h=297&w=297&sz=14&hl=en&start=179&itbs=1&tbnid=1t5zVrxkONAgPM:&tbnh=116&tbnw=116&prev=/images?q=phone&gbv=2&ndsp=20&hl=en&sa=N&start=160

WHAT’S NEW WITH AVAYA AURA®

CONTACT CENTER 7.0?


AVAYA AURA CONTACT CENTER 7.0

KEY ENHANCEMENTS

Increased Scale

– Increased Chat and Predictive Outbound scale

Enhanced Agent Experience

– Avaya Aura Agent Desktop re-styled

– API refresh, including Agent-side Chat API

– Browser-based Agent Controls Application for Microsoft Windows, iOS, and Android

Supervisor Enhancements

– Microsoft SSRS Historical Report Templates for easier MS Excel integration

Improved Consumer Experience

– Support Callback Assist for callers on hold

Management

– High Availability simplification

Innovate with Avaya Breeze

– Co-Browse Snap-in

– Real-time Speech Snap-in

Security & Serviceability Enhancements

Latest Platform Support

– Alignment with Avaya Aura 7.0 and CS1000 7.6

– Microsoft Windows 2012 OS and Database Refresh


AACC 7.0 Enterprise Web Communications

Scale to 3000 concurrent web chat sessions on single AACC 7.0

instance for very large Avaya Aura customers

Requires Custom Desktop using new API’s.

Avaya Agent Desktop support on roadmap for 7.0.1.

AACC 7.0 Predictive Agents

Scale AACC 7.0 Predictive Outbound Solutions to target 1000

Active Blended Agents, unified agent desktop, managment and

reporting

AVAYA AURA® CONTACT CENTER 7.0

EXPANDING THE BOUNDARIES


SCALABLE ENTERPRISE WEB CHAT SOLUTION

Customer Web

Server

Agent Desktop

HTML/JS

REST & Web Sockets

AACC Login

Web Sockets Enterprise Web Chat

Customer

Reference Customer Website

Reference Agent Desktop AACC 7.0

Firewall Firewall

Internet Internal Network DMZ

Multimedia Administration

Standard administration for Chat features


AGENT AND SUPERVISOR ENHANCEMENTS

Improve Agent and Supervisor Productivity


Modern user interface theme

Control layout preserved

Agent retraining should not be required

Main impact of changes: Fonts, Colors and Icons

AGENT DESKTOP RE-STYLING


MODERNIZED AGENT INTERFACE

Un-Available for Work

Incoming New Contact


MULTIMEDIA ENHANCEMENTS HIGHLIGHTS

Modern user interface

Support for company logos and images in email signatures

Forced Agent Not Ready (AUX) Reason Codes

Automatically inject “0” before dialing out in phonebook

Copy “CLID” directly from Avaya Agent Desktop toolbar

Interop with Breeze™ Co-browse Snap-in


Allow contact center login

without fully functional desktop

Migrating CS 1000 customers

parity with Phone-only login

Requires Avaya desk-phone or

remote Avaya VPN phone

Challenges:

Supervisor and Agent functionality:

Login/Logout/Ready/Not

Ready/ACW/Activity Code/Not

Ready Code

Supported browsers: Internet

Explorer, Firefox, Chrome and

Safari

Supported Operating systems:

Windows, Android, iOS

Capabilities:

AACC 7.0 Browser Based

Voice Agent

Solution:

Flexible Agent Working Run on Windows PC and other platforms/devices

AGENT LOGIN FROM BROWSER


NEW EMBEDDED REPORTING ENGINE

• Uses MS SQL Server Reporting Services

(SSRS) in local mode

• SSRS used for data presentation only –

AACC database remains unchanged

• Multiple report designer options exist

for building custom reports

• Import pre-AACC 7.0 RCW custom

templates. Export facility via rich Excel.

• Uses standard Microsoft reporting tools

Capabilities

New look & feel resulting in lower training time and costs Investment Protection


LANGUAGE SUPPORT

Avaya Aura® Contact Center 7.0 is localized in the following languages

English

French

German

Italian

LA Spanish

Brazilian Portuguese

Russian

Simplified Chinese

Traditional Chinese

Korean

Japanese

Refer to the Avaya Aura Contact Center Release Notes and Documentation for information on the deployment of international OS versions and localization.


INTEGRATIONS

Callback Assist Engagement Development Platform Snap-ins Proactive Outreach Manager


Callback Assist

– Application hosted on Avaya Aura® Experience Portal

Queued Calls handled by Contact Center script

– Queries the EWT (Expected Wait Time) and routes the call to Callback Assist if queues are very busy

Callback Assist plays a prompt to the customer with the options to -

– Request immediate call back

– maintains position in the queue without the caller having to wait.

– Callback Assist makes a call back the moment an agent is available.

– Schedule a call back

– Callback Assist directs the call to an available agent at the scheduled date and time.

Improve the consumer experience and avoid long waiting times

AVAYA CALLBACK ASSIST

WITH AVAYA AURA CONTACT CENTER 7.0


WHAT IS AVAYA BREEZE™?

Application platform for building real-time communications applications

Orchestrate interactions between

people, media, devices and events

Event-Driven Outcomes

Business

Events

Emergency Alert

Social Media

Fraud Detection

Inbound Call

Shortage SMS text

Video

Avaya Breeze

Context Resource Assignment

Email

Speech analytics

WebRTC

Team Formation

Multi-channel broadcast

Contact Intercept

Workflow

People,

Media, Devices


AVAYA BREEZE™ SNAP-INS


Snap-in Description

Context Store

Web services access to in-memory data grid for storing and retrieving context/session data

which can be used for (a) data directed routing and (b) screen pop customer details to

AACC agents

Real Time Speech Web services access to the real time results(as they happen) detection of words and

phrases on monitored conversations made available to AACC supervisors and agents

Collaborative Browsing

Provides infrastructure for customers and agents to simultaneously use the same

websites, browse together, and enter information into web forms using any browser (

customer side or agent)

Avaya Presence Allows UC users share presence and exchange IM’s between all enabled users including

AACC Agents using Avaya Agent Desktop

Park-n-Page Allows calls to be parked and picked up with an easier to use short number not tied to any

extension (which may be longer)


REAL-TIME SPEECH SNAP-IN USE CASE EXAMPLES

Agent Script Guidance

Real-time guidance

during the call duration

Supervisor Alerting

Automated observation

of agent performance/ call content

Enterprise Worker

Compliance

Real-time analysis of call content

for compliance

Solving For The Right Outcome In The Moment

• Faster identification of compliance risks

• Prioritized intervention guide

• Spot agent burnout or attrition

• Faster up-skill time • First call resolution • Lower customer effort


AVAYA PROACTIVE OUTREACH MANAGER


Avaya Agent Desktop handles all contacts

– Voice, multichannel, predictive outbound

AACC provides unified administration

– Single point for defining POM Outbound skillsets for agents

AACC onboard reporting includes POM Outbound reporting

– Campaign reporting in POM

Rich blending of inbound, outbound and multichannel contacts in a single queue & workflow

– The realization of Omnichannel

Agent-based predictive dialing campaigns

– Predictive, Preview and Progressive dialing modes

Agent-less voice, email, and SMS notifications and interactive services

– Personalized

– Paced automatically to inbound service levels

Extensive web services for rapid integration

POM 3.0.2 …with AACC 7.0

Increased Scale for a winning combination


DEPLOYMENT AND ADMINISTRATION

Flexible New Deployment options Improved System Administration


Avaya supplied

– AACC DVD

– Web LM OVA

– Avaya Media Server OVA

Deployed in customers VMWARE solution

Customer supplied H/W and OS and OS licenses

Avaya Software Appliance

Avaya DVD

Single Avaya Supplied DVD

Customer supplied H/W, OS and OS licenses

Optional two step comission process

1. Comission in Partner Lab with completion at customer site

2. Full Install at Customer Site

Refer to the Avaya Aura Contact Center Overview and Specification document on support.avaya.com

for platform vendor independent (PVI) specifications for DVD and virtualized deployments.

Note Avaya does not supply a Hardware appliance for AACC 7.0


DEPLOYMENT OPTIONS

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ENHANCED SECURITY

NEW DEFAULT OPTIONS FOR EASIER ADMINISTRATION

Web services and administrative applications

– configured automatically to use a secure form of communication (HTTPS)

Ignition Wizard

– will configure web hosting servers, IIS, Tomcat, CXF and Jetty, used by the Contact Center to provide web services and administrative applications, to use secure communications over TLS (HTTPS)

After installation, if required, these services and applications can be set to use an unsecure form of connectivity (i.e. use http)

AACC 7.0 has integrated several certificate stores into a single store


Reducing Complexity and Cost of Deployments with Streamlined Maintenance Windows for customers

SOLUTION SIMPLIFICATION

Installation Simplification

– AACC 7.0 basic installation wizard

Hot Patching for AACC Aura campus pair Mission Critical High Availability (MCHA)

Removal of backup/restore steps in (MCHA) solutions and replacement

with Managed Switchovers with Zero Downtime

Database consolidation


Simplified Management of Contact Center Admin and Reporting Data

Benefits of Database consolidation:

• Solution Simplification – single integrated database

framework with enhanced speed and performance

• Consolidated data is replicated from active to standby

• No need for AACC 6.x CCMA backup/restore

procedures

• Active Directory replication no longer required

• Scheduled Assignments are stored in AACC

database

• Immediate access to consolidated data after switchover

– no need to restore disparate data.

• Reduced Maintenance Window saves time

AACC 7.0 Database

After - Simplicity

CCMA DATA

Access DB

User Accounts

Before

Flat Files

Flat Files

CONSOLIDATION OF INTERNAL DATABASES


AACC 7.0 includes the option of having an Active AACC server with a standby AACC Remote Geographic Node without the expense of a Campus Standby server

– This deployment is a Standalone AACC with a Remote Geographical Node (RGN)

– This offers database resiliency in the event of failure but no automatic switchovers

– The customer can manually provision the RGN to take over call processing if needed

NEW HIGH AVAILABILITY OPTION ‘1+1’

Lowers overall UC and CC solution cost


AACC 7.0 Virtual

Server 1

Physical Server 1

Base AACC Virtualised

Model in Hyper-V

AAMS 7.7

WebLM 7.0

Physical Servers

AACC 7.0 Enhancements

• Virtualised High Availability with AAMS 7.7

• New VMWare KPI Monitoring Utility

• Capacity Limit 1,000 Agents

AACC 7.0 Mission Critical

Virtualised Model in

VMWARE

including AAMS AACC 7.0 Virtual Server 1

Virtual Server 2

Physical Server 1

AAMS 7.7

Virtual Server 3 WebLM 7.0

AACC 7.0 Virtual Server 1

Virtual Server 2

Physical Server 2

AAMS 7.7

Virtual Server 3 WebLM 7.0

Implement a fully virtualized AACC solution up to 1000 agents

Avaya Aura® Media Server High Availability Virtualization


AACC 7.0 Server

Microsoft Windows 2012 Server R2 Standard and Datacenter

AACC 7.0 Client

Microsoft Windows 7 SP1, 8.1,10*

– Note Embedded OneX Agent softphone is currently Windows 7 only

Microsoft Internet Explorer 10,11

AACC 7.0 Virtualization

VMware vSphere Hypervisor (ESXi) (Version 5.0/5.1/5.5)

Microsoft Windows 2012 R2 HyperV

Virtualized applications using Citrix XenApp 7.6

AACC 7.0 Server Specifications

Must comply with Microsoft Windows 2012 Server R2 and equal or exceed the AACC 6.4.2 Mid-range specification, High-end CS2 specification recommended

Full details in AACC Overview and Specification guide

SUPPORTED OS AND CLIENTS


MIGRATION

New, Migration, and Upgrade offers


The following Configurations are orderable and supported

Avaya Aura 6.x

Avaya Aura 7.x

CS1000 7.6 AML


ORDERABLE AND SUPPORTED CONFIGURATIONS

Be sure to Contact your Existing Customers


Avaya

Communication

Manager

Avaya CS1000

1999 to 2015 Today / 2016

Any heritage Nortel CC

AACC 6.X

AACC 7.0

AACC 7.0 Upgrade

AACC 6.X Upgrade


SOFTWARE UPGRADE PATHS

Evolve your current solution to the latest AACC release. Paid upgrades Prepaid upgrades under service contract Supports current and previous switch release Protects investment in existing switch platform

Upgrade to the latest software release


WHY UPGRADE TO AVAYA AURA CONTACT CENTER 7.0?

Upgrade multimedia channels to full Omnichannel agent capability at an attractive price

Grow revenue with increased capacity for chat

Integrate with other business applications with Agent side chat API

Address customer expansion of Predictive Outbound with increased capacity for AACC with POM

Stylish new Agent interface and capabilities for increase productivity

Reduce system administration overhead especially for High Availability configurations

Enhanced security


MIGRATING FROM CS1000-BASED CONTACT CENTER

TO AACC ON COMMUNICATION MANAGER

• Nortel Contact Centers and AACC CS1000 deployments use AML

to connect to the UC host

• AACC on Communication Manager deployments use SIP to connect to the

UC host

AML vs. SIP, what’s the difference?

• Aura SIP solution offers many new features and capabilities!

• Investment protection for our Nortel installed base

Data preservation

No re-training of staff or agents

Discounts make this a compelling offer

• Voice only deployments can add multimedia

• Leverage Avaya Aura and Engagement Development platform ecosystem

Why Migrate?


AACC 6.x

AML

NES CC 6.0,

7.x AML Avaya CS 1000 (AML)

AACC 7.0

ACCS

7.0

Or

Commercial Application Migration to Avaya Communications Manager or IP Office supported on all systems

from 1999 onwards using ASIPP for license migration

– Inclusive of Symposium CC, Symposium Express, Nortel CC, AACC 6.x AML

Configuration and Reporting data migration supported for Voice and Multimedia data for systems post-2005

– Inclusive of NES 6.x/7.x, AACC 6.x AML

UNIFIED COMMUNICATIONS MIGRATION PATHS

Protecting administration, scripting, and reporting data investments


8 REASONS TO MIGRATE TO AVAYA AURA® CONTACT

CENTER 7.0 ON AVAYA AURA

1. Modern Omnichannel SIP CC architecture

2. Delivers omnichannel admin, reporting, workflow & desktop in an application suite

3. Add Remote Agents Seamlessly

4. Simplified Management of Prompts

5. Leverage IM / Presence

6. Simplified CC and IVR Integration

7. Add Engagement Development Platform Snap-ins

8. Investment Protection with Avaya


The following configurations are not orderable and not supported with AACC 7.0

AACC Elite Complement with optional IQ and ACM integration

AACC CS1000 SIP

AAOA (Offsite Agent) for CS1000 AML

AACC with SER Predictive Outbound

AACC with MBT (SES)

CCT Knowledge Worker on CS1000

Standalone Security Framework (CS1000)

CCMS, CCMA, CCT as standalone servers

AACC Hardware appliance

Current Versions of these products remain supported for AACC R6.x as per AACC lifecycle policies.

Note: See AACC 7.0 Offer Definition for recommended migration paths.

AACC 7.0 END OF SALE/ SUPPORT CONFIGURATIONS


NEW FOR AVAYA AURA CONTACT CENTER 7.0

CUSTOMER ENGAGEMENT SUITES

Voice and Multimedia

Voice Suite

New, Add and Upgrades

Multimedia Suite


Resilience Suite


Customer Engagement Suites to simplify transformation to omnichannel with Avaya



2 COMMERCIAL OFFERS

Customer Engagement Suite offer

Provides bundles for:

– Voice agents

– Multimedia agents

– Resiliency functionality

Optional unbundled software features can also be added

Available for Avaya Communication Manager environments

Enterprise offer

A la carte options for:

– Voice agents

– Multimedia agents

– Optional software features

Flexibility to order the exact quantities and features that they require

Available for Avaya Communication Manager and Avaya CS1000 environments


AACC 7.0 SOLVES BUSINESS CHALLENGES

Administration Security Agent/Supervisor Grow Business

Reduce Complexity and

Cost of AACC Deployments

Shorter Maintenance

Windows

Media Server Virtualization

Customizable Agent Web

chat API and new modern

Web portal SDKs

Secure communications

(https) enabled by default

Improved password and

session management in

CCMA

Increase security with latest

versions of JAVA, Tomcat

Browser based client

Modernized GUI

Easier to analyze and

present reports in Microsoft

Excel

Leverage Engagement

Development Platform

Snap-ins (e.g. Real time

speech, co-browse)

Address growth in web chat

Blended predictive outbound

(POM 3) at higher scale

Call customers back via

Callback Assist

Improve Administrators

Productivity

Strengthen security

Increase Agent/Supervisor effectiveness

Increase revenue and save costs

Supports Microsoft Windows 2012 server

Option to deploy in VMware environment

Simpler HA deployment

Flexible Upgrade and migration options from older releases

Platform Flexible

Deployment

TRANSFORMING CUSTOMER ENGAGEMENT


TRANSFORMING CUSTOMER ENGAGEMENT

Avaya Aura®

Elite Stack CC Elite

CMS AES

One-X Agent Interaction Ctr

EMC

Social Responder

Context Store

Work Assignment

Co-Browse

Control Manager

WebRTC Mobile Video

Gila

Report

ing &

Analy

tics

Opera

tion, A

dm

inis

tration &

Main

tenance

Avaya Breeze™

Business Logic, Routing, Context

Common Client SDK

Channel Snap-Ins

HTML5 Agent / Supervisor Client (Avaya or Custom)

External systems to connect to for media services (e.g. Avaya Aura)

AACC Suite Voice Routing Multichannel

Reporting Admin

Agent Desktop Web Svc API


Gila

Omnichannel Customer

Engagement Solution for

the Digital Age

All Channels + All Devices

Omnichannel Business Goals Driven Enterprise Wide Routing

In-Memory Omnichannel Customer Journey

Omnichannel Desktop | Unified Reporting & Analytics | Rich Engagement | Extensibility

PROJECT GILA


PROJECT GILA

High Level Architecture

Report

ing &

Analy

tics

Pro

vid

ing a

ctionable

insig

hts

to d

rive t

he

Custo

me

r E

ngagem

ent

Op

era

tion, A

dm

inis

tration &

Main

tenance

Avaya Breeze™

Common Functions - Business Logic, Routing, Context

Common Client SDK to interface to desktop

Channel Snap-Ins – easily pluggable to perform desired functions

Adjunct Route | Assisted Chat | Chat Bot | Video | Co-Browsing | SMS | Social

HTML5 Agent / Supervisor Desktop (Avaya or Custom)

External systems to connect to for media services (e.g. Avaya Aura) or additional channels (e.g. Email, ..). Integrated into the solution via Connectors / Snap-Ins.


CONSISTENT BRAND EXPERIENCE ACROSS ALL CHANNELS

Chat

Voice

Email

Social Media

Video SMS

Co-Browse Chat Bot


IN SUMMARY

Modernize!

Evolve to Omnichannel!

Differentiate with new capabilities!


AACC RESOURCES

Avaya.com

http://www.avaya.com/usa/product/avaya-aura-contact-center/

AACC Software Development Kits and Interfaces Training and Documentation

– http://www.devconnectprogram.com/site/global/products_resources/avaya_aura_contact_center/interfaces/index.gsp

Support.avaya.com

Avaya Aura Contact Center Support page

– https://support.avaya.com/products/P0793/avaya-aura-contact-center/All








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http://www.devconnectprogram.com/site/global/products_resources/avaya_aura_contact_center/interfaces/index.gsp

https://support.avaya.com/products/P0793/avaya-aura-contact-center/All







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deep dive on avaya aura® contact center · 01/04/2016 · –browser-based agent controls...

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