Avaya one-X® Agent презентация

Avaya one-X® Agent Mike Harwell Contact Center Product Management Kay Phelps Contact Center Product Marketing

Avaya one-X Agent: Agenda Overview of one-X Agent Value perspectives, from customer to contact center Incorporating video Simplifying the agent’s user interface Integrated presence/IM Streamlined supervisor capabilities Easy, low-cost screen pop API for easy integration Centralized management and deployment

Introducing Avaya one-X Agent

What Your Customers Like about one-X Agent I am enthusiastically greeted each time I call The agent already has my information All my questions are handled by a single agent! The agent quickly finds an expert for my hard questions They don’t put me on hold like in the past I’m happy that I never get transferred The level of professionalism and knowledge is outstanding

What LOB Owners Like… Enables hiring and retention of the best talent by offering work-at-home agent opportunities Eases the transition from office to home with consistent agent desktop and interface Enhances the company’s “green” story Ensures business continuity Opens new opportunities with collaboration and video Collaboration with desktop sharing Kiosk/Co-browsing extend the contact center to branches Agent-selected video streaming Agent to Expert consulting

What Contact Center Managers Like… Improves productivity Enlist agents in meeting goals with real-time status updates Pop screen of customer-relevant information Handle multiple work items easily Reduce desktop clutter Improve first call resolution with click to call or chat Serves hearing-impared customers with same resources Soft TTY support eliminates specialized hardware Separate queue groups no longer required Maximizes real-estate Hot desking for agent mobility

What Contact Center Supervisors Like… Simplifies agent supervision Click to Service Observe, barge in, or coach an agent Broadcast a text message to all agents via “click to message” Review agents’ IM transcripts and contact logs Control agents’ access to features as needed Collaborate with desktop sharing Accelerates agent on-boarding Ease of access to common agent features Context sensitive on-line help Simple, intuitive user interface Integrated tutorials

What your IT Department Likes… Improves security and administration, lowers costs Choice of MS Windows operating systems Virtualization options - Citrix XenApp™, VMWare®, Sun Ray™ Facilitates adding new agents, removes the hassle Centrally administer and manage with templates Customizable “silent install” Removes connectivity hassles with login options: Desk phone (shared control) Any phone (dual connect) My computer (VoIP)

What Agents Like It’s fast and easy to do my job I have one-touch access to hold, conference, assist, and more Click-to-dial or IM gives me access to a supervisor or expert I can pre-record my greeting, so I don’t have to repeat it all day I have the option to use a Bluetooth headset All the information I need is right there Customer information arrives along with the call Statistics show when the queue is building Sometimes I work from home Same interface and capabilities I’m really happy that I don’t have to drive into the office

Video in the Contact Center Differentiate your company with video Add kiosks for immediate customer service Video streaming – “a picture is worth a thousand words” Agents can consult, train, interact with coaches via video What applications could be useful in your business? Video is as easy as a phone call Fully integrated with Polycom and Tandberg Embedded access - no negotiations needed Single desktop, single user experience

Avaya one-X Agent Video – Sample Use Case Centralize technical expertise Enable in-store sales associates to focus on converting shoppers to customers Use off-site resources for repetitive tasks Enable face-to-face agent collaboration

Avaya one-X Agent - Minimum Footprint View

Avaya one-X Agent Work Item Paradigm

Avaya one-X Agent Innovative Action Bar

Modern UI Replaces Buttons and Keystrokes Reduces real estate on agent desktop More efficient and intuitive than traditional CM buttons

Access to Experts Drives First Call Resolution Give agents the contact list you want them to have LDAP (company directory) Microsoft Outlook contact list Custom lists Administered “skill groups” Enable agents to find an expert immediately See presence status of experts Instant Message with available expert Avaya Presence Server - or - Microsoft Office Communicator Click to dial or IM

Consulting with Instant Messaging

Integrated Presence and Instant Messaging Select from multiple Presence options Agent-to-agent collaboration via one-X Agent Agent-to-expert collaboration with Aura™ Presence Server or MOC Find an available expert for collaboration Is the expert on a call? Does the expert have IM? What is the Agent’s State? Resolve customers’ questions Deliver first call resolution

Instant Messaging with one-X Agent and Aura Presence Server

Instant Messaging with one-X Agent and MOC

Agent to Agent IM and Supervisor Coaching 2 active sessions: Outbound to Abby Inbound from Trisha Focus on Abby

Collaborate with Desktop Sharing Team with supervisor or expert Embedded ability to share desktop Click to collaborate - no need to launch other application Resolve issues in real-time Agent needs help in completing customer record or order Clicks supervisor assist Shares desktop Passes control Saves time, satisfies customer

Assisting with Disabilities

New Supervisor Options Supercharge Productivity Facilitate coaching functions with one-click access Listen in (service observe) Real-time coaching via IM Barge in Quick alert Manage agents via a single interface View agents’ contact history Access Voice and IM interactions Ensure agent compliance with rules Integrated desktop sharing

Supervisor Desktop – How it works Supervisor functionality via Supervisors contact list Supervisors have “My Team” group in their contact list “Quick alert" button to message to all agents in that group Supervisor contacts have special buttons Observe brings up a menu with two options Observe Agent View Contact Log Click to IM Click to Share desktop Remote Agent Logout

Service Observing and Coaching

Work Log

Avaya one-X Agent’s Integrated Screen Pop

New one-X Agent Client API Facilitates integration of one-X Agent into existing environments Allows other applications to subscribe to events Queue empty Work item added or removed Voice interaction created Voice interaction terminated Voice interaction missed IM interaction created IM interaction terminated

Avaya one-X Agent API Includes “execute” Allow other apps to issue commands to one-X Agent Incorporate common agent telephony functions* into custom portals and clients Answer Mute Un-mute Hold Un-hold Release Fit one-X Agent into your desktop environment

More Reasons to Move to one-X Agent Reduce IT costs and overhead More virtualization options with Citrix, VMWare, SUN, etc. Silent install without user interaction SS and SS+U for future releases at a fraction of the price Maximize use of real-estate with agent mobility Hot desking allows agents to sit at any station Agents maintain unique settings, contact lists, call logs Enhance agent productivity Drag and drop transfer and conference Integrated user tutorials, context sensitive help

Centralized Management and Deployment of Avaya one-X Agent

Deployment Options Choice of Windows operating systems MS Windows XP Professional MS Windows Vista MS Windows 7 Virtualization options enable “thin” agent desktop MS Windows 2003 and 2008 Server Cirtix XenApp™ Sun Ray™ VMWare® ESX/VDI with Virtual Desktop

Client Installation, Deployment and Migration Test and trial - can co-reside with existing Avaya softphones Simplifies testing and training Simplified MSI software install Install in “silent” mode with defaults Customized XML configuration files Leverages IP Agent Configuration data Detects existing IP Agent installation Log-in, Contact Lists and Call Logs are imported

Avaya one-X Agent Central Management Reduce costs and simplify agent desktop deployment Centrally manage user (agent/supervisor) profile data Application data (e.g. individual user contact log) Agent greetings and other data Web-based, task-oriented user interface Simplifies management of agents and supervisors. Reduces administration costs for contact centers Centralizes control of endpoint settings. Enables dynamic ‘Hot-Desking’

Avaya one X-Agent R2 High Level Architecture

One-X Agent R2 Configuration Scenarios

Avaya one-X Agent – Services Offers Support for complex / customized installations: Application configuration Hot Desking/User Configuration Screen pop Agent greetings Expert Finder Network analysis Performance and scalability Upgrade support Soft-TTY Consulting and Support IM/Presence Configuration Custom Application of new one-X Agent APIs Delivered through Avaya Professional Services

Summary – Value of Avaya one-X Agent

2010 and Beyond SIP Voice and Video SIP Screenpop Email, Chat and SMS Predictive and Campaign Dialing Thin Client Support for Resident Expert SDK Phase 2 Supervisor Phase 2 Real-time call, agent and skill stats from Avaya Performance Center

Q & A

thank you

Deploying settings to groups of endpoints Create the template Click the plus sign beside the template whose settings you want to inherit Make any necessary changes to the settings specific to your needs. Note that a symbol appears ( ) indicating that you have changed an inherited setting and allowing you to revert to the original setting if you choose. You can mark settings as “Read-only” so that agents can not modify configuration settings that may prevent their Desktop client from working.

One-X Agent Central Management

One-X Agent Central Management - Users Import Users Simple process to import thousands of users Upload files with user data Import data from Active Directory Agent Role defined Template assigned

One-X Agent Central Management - Groups Manage Groups Group names Roles Templates Members Apply roles and templates to thousands of users

One-X Agent Central Management - Templates & Settings

One-X Agent Central Management - Templates Manage Templates Define settings Deploy to groups of users Select user modifiable fields to control agent access to features, capabilities

Centralized control of User Settings Ease of deploying changes Build templates with applicable feature settings Assign features to agents based on role or business area Change template, automatically deployed to agents on login Flexibility in allowing agents to customize Give agents flexibility in customizing specific areas Store changes made by users at central location

Roadmap – Late 2009 Collaboration

Avaya one-X Agent R2 Drive first call resolution with immediate access to experts Build lists of go-to experts See presence (availability) via Aura Presence Server or MOC Control access via “allowed” list Serve hard-of-hearing customers with integrated Soft TTY Separate hardware devices and queue groups no longer needed; lowers costs Empower supervisors and managers Click to Service Observe, record, or coach an agent Broadcast a text message to all agents via “click to message” Review agents’ IM transcripts and contact logs Centrally manage and control agent /supervisor profiles Enable agent mobility with Hot Desking Simplify user profile administration and authentication Enable easy integration with other apps via Client SDK

Thank You