Avaya Proactive Contact 5

Avaya Proactive Contact 5 New Features Overview

David Allen, Consulting Systems Engineer21st July 2011

© 2011 Avaya Inc. All rights reserved. 2

Understanding Avaya’s “Pro-actives”

Integration between Proactive Contact & Voice Portal (Dialer & IVR)

Two Best in Class solutions, both #1 in mkt

Provides “Proactive Outbound Self Service”

Dialer places call, passes live connect to IVR

Provides both live agent & Automated Notifications

Proactive Outreach

Integrated

Avaya’s Next Generation Outbound

Proactive Contact & Voice Portal on a common server

Offers both live agent & automated notifications from a single platform (POM3)

POM 2 (AN only) available today

POM 3 in development

Proactive Outreach Manager (POM)

Unified

Avaya’s premier dedicated outbound dialer

– PG230 “Hard Dialer”

– CTI “Soft Dialer”

15th generation application

3 Types of Blending

#1 or #2 in outbound for over 20 years. Currently #1 – Frost & Sullivan

Ability to deliver 1 way OB notifications

Proactive Contact

Stand Alone


Proactive Contact 5 New FeaturesPG230 Telephony Oriented Enhancements

Provides fine-tuning control of the Enhanced Call Progress Algorithm for use when calling jobs are focused on mobile phones

Enhanced Cell Phone Enhanced Cell Phone Detection Detection

Full support for h.323 trunks. Enables connectivity of outbound trunks directly from carriers along with inbound, transfer and agent trunks between the Proactive Contact PG230 and the customer's ACD/PBX

PG230 IP CardPG230 IP Card


Proactive Contact 5 New FeaturesProductivity Enhancements

Combines the functionality of Unit Work List jobs with Infinite List processing

Unit Work List Job Unit Work List Job Compatibility with Infinite Compatibility with Infinite

ListsLists

Allows users to make real-time changes to the Record Selection criteria of active jobs

Real-Time Record Selection Real-Time Record Selection SupportSupport

Provides users the option to run automated Record Selections just prior to a "linked" job starting

Automatic Record Automatic Record Selection for Job LinkingSelection for Job Linking

Enables agents to log into one, many or all Unit IDs within a single job via “multi-select” from the master list of all Unit IDs

Multi-Unit Select for Unit Multi-Unit Select for Unit Work List JobsWork List Jobs


Proactive Contact 5 New FeaturesProductivity Enhancements Cont.

Allows changes in scheduling activity via Editor interface to occur without a system restart

Real-time Scheduling Real-time Scheduling ExecutionExecution

Simplifies deployment and improves data, usability and look & feel of Internet Monitor

Internet Monitor Internet Monitor EnhancementsEnhancements

Enables customer to speak to a live agent during a Virtual messaging job Virtual Job “Opt-Out”Virtual Job “Opt-Out”

Provides the Agent Joblist Functionality within Agent API and Proactive Contact Agent which enables users to restrict the jobs that individual or groups of agents can join

Extend Agent Joblist Extend Agent Joblist Functionality Functionality


Proactive Contact 5 New FeaturesProductivity Enhancements Cont.

Enables supervisors to seamlessly transition from monitoring one agent to another

Automated Agent Automated Agent Monitoring TransitionMonitoring Transition

Allows agents to automatically receive set recalls when they are participating in new jobs

Automatic Agent Set Automatic Agent Set Recall for Completed JobsRecall for Completed Jobs


Proactive Contact 5 New FeaturesBlend Enhancements

Enables the configuration of Agent Blend and Call Blending on the same system. Users can run simultaneous campaigns using each blend method

Simultaneous Agent and Simultaneous Agent and Call BlendingCall Blending

Provides predictive and proactive Agent Blend support for the CS1000 and Medium-Size Business Template (MBT) systems with AACC 6.0 SP3 and higher.

Agent Blend Support for Agent Blend Support for Avaya Aura Contact CenterAvaya Aura Contact Center


Proactive Contact 5 New FeaturesSecurity and Administrative Updates

Adds a system alert when too many jobs are attemptedSimultaneous Campaign Simultaneous Campaign AlertAlert

Enables the use of stronger password protection including length, composition and update frequency

Strengthened Password Strengthened Password SupportSupport

Provides alerts for agent login issues, licensing problems and maintenance routines Enhanced SNMP SupportEnhanced SNMP Support

Provides extensive documentation to support custom reporting from the system's database

Enhanced Oracle Database Enhanced Oracle Database DocumentationDocumentation


Proactive Contact 5 New FeaturesOther Administrative Updates

Allows the Proactive Contact server software to be upgraded without the requirement to upgrade the Agent and/or Supervisor desktops

Upgrade SimplificationUpgrade Simplification

Isolates related code into components for faster troubleshootingLogical Code IsolationLogical Code Isolation

Quickens troubleshooting by enabling Customer Support to send system reports using the Simple Mail Transfer Protocol (SMTP)

SMTP SupportSMTP Support

Configuration simplification tools for PODs, Agent Blend, and Time Zones

Exclude Public/Public directory from configuration backup

Miscellaneous Miscellaneous ImprovementsImprovements


Proactive Contact 5 New FeaturesHardware & Software Updates

Now supported on Windows 2008 server and Windows 7 client

Avaya Proactive Contact Avaya Proactive Contact APIsAPIs

Now supported on Windows 2008 server and Windows 7 client

64-bit Windows 7 and XP client support

Avaya Proactive Contact Avaya Proactive Contact Supervisor SuiteSupervisor Suite

Updated to Redhat Linux 5.5

Updated with Java 1.6 components

New HP ProLiant DL360 G7 Common Server

Avaya Proactive Contact Avaya Proactive Contact ServerServer


Avaya Proactive Contact Roadmap

ProactiveContact

5.0

AACC/Agent Blending, and Advanced Productivity,

Administration, and Platform Technology

ProactiveContact

5.1

Multi-Tenant, Differentiated Regulatory Support,

Distributed Architecture, Increased Capacities, and

Enhanced Productivity

20122010 2011 2013