Customer service has transformed… - Televersal VDN Time Zone Offset for Holiday Vectoring List Vector Variable Usage Data Busy out and Release MIS Links Individually

© 2012 Avaya Inc. All rights reserved. 1

Customer service has transformed…

1990’s 2000-2005 2005-2010


And consumers are driving the future transformation

Pervasive Video

Multichannel Devices

Social Media


They want to be served in their channel of choice…

Source: Webtorials Editorial/Analyst Division

63%

15% 27% 27% 27%

9% 15%

8% 10% 9%

Voice (agent) Fax Voice

(self) Email Web SMS Chat Video Social Media IM


Customers Use Multiple Channels to Engage How seamless are your conversations across customer choice of channel?

Source: Webtorials Editorial/Analyst Division

0%

20%

40%

60%

80%Percent of Respondents

Voice (agent)

Fax Voice (self)

Email Web SMS Chat Video Social Media

IM

2010 2012


There are consequences if you don’t…

Sources: Avaya Consumer Preference eBook – CPE, Customer Care Measurement & Consulting, 2011

26% 4.4 79% 90%


But there are opportunities and rewards if you do…

83% 70% 20% $ $

Source: BTGS The Anonymous Consumer, January 2011, Wall Street Journal, April, 2011


To take advantage, you need to reinvent the customer experience…

Advisors, Subject Matter Experts

Social, Apps, Video, Self-Service, Proactive, Outbound

Dynamic, Adaptive, Business Intelligence-Based

Optimal Resource Matching, Opportunity Expansion

Proactive, Engaging, Collaborative

Agents, Support

Phone, Email Linear, Static, Slow

Speed of Resolution

Reactive, Scripted, Controlling


Avaya Collaboration Vision Right People, Right Time, Right Information

Business Applications Presence Location Calendar E-mail Documents Contacts

Relationships Behavior Context

Pervasive Portable Relevant Persistent



Avaya Solutions to Reinvent the Customer Experience

Video Customer Service

Multichannel Social Media Management

Mobile Customer Service

Automated Experience

Management

Speech Analytics


HOSTED PREMISE CLOUD MANAGED HYBRID

Delivered in the way that’s best for your enterprise

DELIVERY MODEL


We enable our customers and partners to Build Cloud solutions Avaya Aura®, Avaya Networking, Avaya Communication Outsourcing Solutions

We Deliver and enable partners to Deliver Cloud Solutions Avaya Aura®, Avaya Networking, Avaya Communication Outsourcing Solutions

We enable our customers to Use Cloud solutions Avaya Aura®, AvayaLive™ Engage (formerly web.alive), AvayaLive™ Connect (new offer)

Avaya is already in the cloud Avaya Collaborative CloudTM


Avaya Aura® Contact Center Solution

Customer

VOICE

OUTBOUND

SCREEN POP

CALL RECORDING

REPORTING/ANALYTICS

VOICE (SELF)

INTELLIGENT ROUTING

EMAIL

WEBCHAT

INSTANT MESSAGE

SOCIAL MEDIA


Benefits for your customers and enterprise


With a disjointed experience

Can you confirm your

address please?

What is your account number?

What is your user name?


But what if the experience was seamless from mobile

TECHNICAL SUPPORT

TYPE OF ISSUE

BASIC TROUBLE- SHOOTING

DESCRIPTION OF PROBLEM


To the next available live agent …

Hi, Joe. I understand you

are having trouble with your router?


Or schedule a call back when its convenient

Please select a call back time that is

most convenient for you


What is said in social media can damage it but how do you monitor with limited staff?


There is a lot of activity, but…

Only 10% of Issues are ACTIONABLE


Avaya Aura® Call Center

Elite

Avaya CMS

Avaya Aura® Contact Center

Reporting

Avaya Interaction

Center

Avaya OA

Avaya Aura® Experience Portal

Avaya Aura® Orchestration Designer

Avaya Proactive Contact Avaya Proactive Outreach Manager

Social Mobile Web/Video

Avaya CC Control Manager

Avaya Aura® WFO Avaya Aurix

Today

Avaya Intelligent Customer Routing

The Avaya Customer Experience Management Portfolio Today

Gold Standard Voice ACD

Highly Customizable, Multichannel

Universal Queue

Multichannel Complement

to Elite or Universal

Media

Avaya IQ



Elite

Avaya CMS


Reporting

Avaya Interaction

Center

Avaya OA

Avaya Aura® Experience Manager







Next

Performance 2X BHCC

Simplification

Tighter Avaya Aura

Integration

Performance 2X BHCC

Avaya IQ

Intelligent Contextual

Routing

The Avaya Customer Experience Management Portfolio Moving Ahead



Elite

Avaya CMS


Reporting

Avaya Interaction

Center








Avaya Aura® Performance Center

Agent Experience

Work Assignment, BPM Integration

Portfolio-Wide Agent Experience Framework

Future

The Avaya Customer Experience Management Portfolio Vision

Avaya OA

Portfolio-Wide Common Reporting & Analytics Business Intelligence Platform

PORTFOLIO STRATEGY •  Complete customer experience across any channel

•  Communications driven by customer contact, channel and context

•  Right resource to right interaction at right time assuring the right experience

The Road Ahead

Customer Channel Resource

Customer Experience Management

© 2011 Avaya Inc. All rights reserved.. Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.


End to End Services

Assisted Engagement Management

Workforce Optimization

Automated Engagement Management

Performance Management: Reporting, Analytics

Ethernet Switching

Wireless Networking

Unified Branch

Access Control

Network Management

Virtual Enterprise Network Architecture

Agile Communication Environment

Unified Management

Chat Email

MMS

MMS

SMS

SMS Video

XML Web Voice SM Mobile


Assisted Experience Management Avaya Aura Contact Center – Solution Functionality Map

Skills Based Routing Voice Contacts

Multichannel Contacts

Reporting

Supervisor Desktop

Agent Desktop

Data Storage

Content Storage

Integration Web Services

CRM Connectors

Administration

Customer Touch Points

Core Functions

Integration Functions

User Functions

APIs and SDKs

Media Control & Treatments

Database Access Tools

AACC

Outbound

Self Service QM & Contact Recording

Workforce Management

Analytics & Adv. Reporting

Solution-Wide Administration

CTI

Telephony Server

Telephones

Email Server

IM Server

Web Server

Contact Center Suite Unified Communications

Service Creation Tools Video Contacts

Administration Tools

Social Media Contacts

Open Queue

Workflows

Networking


Understanding Release Roadmaps

GA = on the truck

Committed = in the factory

Intent= in the design

shop


Enhanced Feature Set, End to

End SIP

Avaya Aura Contact Center 6.2 SP6 in 2012

�  System wide Call Force Zip Tone* �  Align with Aura 6.2* �  AES 6.2 Alignment �  96x1 SIP Support �  Web Chat Transfer to Skillset �  Characterized Telephone Profiles �  Coverage Path Support for SIP Voicemail Integration �  Elite-AACC Voice on same CM – Without Interworking �  Fallback to CC Elite Vectors

* Available now under controlled introduction

Release 6.2 Q3 CY11 (GA)

Release 6.2 SP6 Q3 CY12

(Committed)

Release 6.3 Q4 CY12

(Committed) Santa Clara Release

2H CY13 (Intent)

Q2 New


Avaya Aura Contact Center Release 6.3 in 2012

�  Streamline Installation �  AACC HA with Simplex CM �  ME 6.2 HA Support �  Aura 6.2 Service Pack Interoperability �  CS1000 7.6 Interoperability �  Configurable Call Force Zip Tone �  Avaya Media Server (AMS) 7.5

Interoperability & Virtualization �  Serviceability enhancements

Improved Deployment, Higher Availability



(Committed)

Release 6.3 Q4 CY12


2H CY13 (Intent)

Q2 New


Integrated Predictive Outbound

Enhanced Multichannel

Evolution Features for IC, CCE & Elite Customers

  AACC Multimedia and CC Elite enhanced blending

  Co-browsing / follow-me Navigation / form-sharing

  Social media as contact type   Call Back Assist Interop   Microsoft Lync 2010 interop   IC & AACC on same CM   SIP Softphone AAAD

 Avaya CM Stretched campus HA  AMS Zoning  Support 3rd Line Appearance  CM adjunct routing vector  AACC Voice & Elite on same CM–

additional use cases  Prioritized one-X Agent capability

in Agent Desktop  AAPC HA; Voice & IM Reporting  New ‘CMS-like’ reports

  AACC integrated with POM for Predictive Outbound

  Unified desktop   Unified agent activity reporting   Unified agent administration   Inbound/outbound agent

blending   POM Agent Desktop for CC Elite

Avaya Aura Contact Center in 2013



(Committed)

Release 6.3 Q4 CY12


2H CY13 (Intent)

Q2 New


Avaya Aura CC Elite in 2012

  Higher performance (2x BHCC)

  VDN Service Observing by Location

  VDN Return Destination for internal calls (for post call surveys)

  Enhanced Reporting Support for Intelligent Customer Routing

 96x1 SIP Phones for Elite Agents  96x1 H.323 Phones optimized

for Elite agents  Block telephone hang-up

for auto-answer agents  Separate Aux RC for RONA

and ROOF

  “Duplicate” VDN and Hunt Group forms

  Use VDN Time Zone Offset for Holiday Vectoring

  List Vector Variable Usage Data

  Busy out and Release MIS Links Individually

CC Elite 6.0 Jun 2010

(GA)

Admin Agility Improved FCE Agent Enablement

CC Elite 6.2 Q2 CY12

(Committed)

Q2 New

Raleigh 2013

(Intent)


Avaya Aura CC Elite in 2013

Improve interoperability with:   Intelligent Customer Routing   Avaya Aura Contact Center   Agent Desktop   Avaya Performance Center   Avaya Control Manager   Workforce Optimization

 Agent groups within a skill  Alias outbound phone numbers  Agent lockout after N attempts  Caller Info Persists on agent

phones

Interoperate with Experience Manager for

  Universal queue   1:1 agent matching   Multidimensional routing

Migrate to Future Integrate for improved customer experience

Agent Enablement

Q2 New

Raleigh 2013

(Intent)

CC Elite 6.0 Jun 2010

(GA)

CC Elite 6.2 Q3 CY12*

(Committed)


Behavior Mgmt

Interday Mgmt

Workforce Management

Coaching

People Perf Mgmt

Scheduling

Skillsets / Languages

Flow Analysis

Oppty/Pipeline Analysis

Campaign Performance

Product Affinity

Market Segmentation

Revenue, Demand Gen & Customer Loyalty Mgmt

Mktg Resource Effectiveness

Offer Management

Loyalty and Attrition

Promotion Effectiveness

Lead Conversion

Market Basket Analysis

Lead Generation Mgmt

Product Lifecycle Mgmt

Proactive & Service Escalation Management

First Call Resolution

Customer Satisfaction

Service Contract Mgmt

Resolution Rate

Service Team Effectiveness

Service Cost & Trend Analysis

Remote Asset Monitoring

Service Cost & Trend Analysis

Cross-Functional Processes

Platform Unified Reporting & Admin Ad Hoc Query & Analysis On Prem, Mobile, Hosted Enterprise Class Stack

Customer Experience Analytics 2012-2015 Avaya Aura Performance Center Solution Roadmap

Service Performance Mgmt

Work Completion Customer Sat Surveys Quality Monitoring Call Analytics Speech Analytics


  Introduction of Linux OS for low and mid-sized configurations

 Reduced TCO via 2 new x86 based low & mid-sized servers   Increased capacities for concurrent supervisors, traceable

agents & agent/skill pairs fosters FCE strategies  SNMP

CMS Product Roadmap

 CMS Supervisor Web Edition   ICR 2.0 Reporting  Oracle Netra x4270 low/mid-

sized server  Oracle Enterprise T4 high-end

server  Real-time and historical

reporting queue enhancements

Portland (Intent)

Improved Performance Lower Operating Cost & Increased Capacities

Q2 New

CMS R17 Q2 CY 13 (Committed) R16.3 2HCY11 (GA)


Unified Reporting AAPC Foundation Mobile Supervisor

•  Support for Experience Portal, ICR, Elite, Proactive Contact, and AACC Complement

•  High Availability configuration capacity increase to 15,000 concurrent agents

•  Aligns with AACC Santa Clara

•  Data Warehouse •  Extensible / Flexible / ETL •  Embedded BI stack •  Integration to CMS call flow

analytics

•  Portable agent and queue information

•  Critical agent statistics •  Agent information

Avaya Aura Performance Center Product Roadmap

IQ 5.2 2HCY11 (GA)

AAPC 7.0 Q2 CY 2013 (Committed)

Boulder Q4 CY 2014 (Intent)

Q2 New


Release 10.1 May 2011 (GA)

  Enablers for unique WFO integration with AACC, Agent Desktop (AAAD), Performance Center (AAPC)

  New v11 WFO Application capability

  Apps on 64-bit Win2008 Server.

  ESXi Virtualization (10.1SP2)

  ACR TDM enhancements

  Passive IP recording

  New support programs

  QM enhancements: unified dashboard, smart inbox, direct access to coaching

  WFM Forecasting & Scheduling web client. Avaya-branding for Customer Feedback and Speech Analytics

  SIP recording enhancements

  AAPC report drill-thru to WFO recordings

Avaya Aura Workforce Optimization Product Roadmap

Higher Business Value Seamless Integration-lower TCO Optimum Customer Experience

Q2 New

Release 11.0 3QCY2012 (Committed)

Sao Paulo 2HCY2013 (Committed)


CY11 CY14 CY12 CY13

IQ 5.2 AAPC 7.0

16.3

Avaya Aura Performance Center—Portfolio View Release Strategy for Evolution & Investment

Committed

Intent

IQ & Avaya Aura Performance

Center

CMS

GA

Q2 New

10.1 11.0 Avaya Aura Workforce

Optimization

10.1


Agent Experience (Desktops) 2012-2013

Release Themes

One-X Agent Evolution from IP Agent

One-X Agent Extension

Aura Agent Desktop Co-Existence

  Shared SIP Control enabling SIP Clients

  One-Touch Video for agent video streaming

  VDI clients with session down capabilities

  Bridge Line Appearance

  Standalone desktop server

  Enables Elite customer

  Elite supervisor features

  POM Agent features

  Customers moving from IP Agent to One-X Agent

  Supports Win 7

  Improved agent productivity through interface restrictions

AAAD (2H 2013) Santa Clara

(Intent) One-X Agent (1H2013)

Laredo (Intent) One-X Agent

Service Packs 2.5.1 and 2.5.2

Q2 New


Integration Options

Avaya Adapters Partner Solutions

•  Avaya Aura Contact Center Adapters

•  Supporting Contact Center integrations to high-priority 3rd party products (i.e. Siebel CRM)

•  Supports evolution strategy •  Certified within Avaya System

Integration Lab

•  Tools and technologies to enable field developed integrations

•  Avaya supports •  AES •  CCT •  Web Services

•  Professional Services engagement

•  Captures blueprint of solutions for additional implementations

•  Generates AES product revenue and Professional Services

•  Partner built and certified •  AMC Technologies

•  Covers variations on release combinations

•  SPP (special partner program)

Enabling Technologies

3rd Party




Elite

Avaya CMS


Reporting

Avaya Interaction

Center








Avaya Aura® Performance Center

Agent Experience

Business Process, in kaart, analyse, strategue

Ervaring in kaart brengen en naar strategie

Wie doet wat ???

Avaya OA

Rapportage blijft de bottleneck. Wat zie je nou??? Welke conclusie?? Verloop !!!

Planning, QM, strategie bepalen, nooit eindig

Waarom en wanneer contact zoeken

Hard- en software