Презентация на тему Avaya Contact Center Next Generation is About … Experience Management

Avaya Contact Center Next Generation is About … Experience Management

Customer Launch Presentation

July, 2010

The Contact Center Market

Source: Gartner Group, Calendar 2009

#1 World Wide Contact Center Market Share
Industry Leading Contact Center customers
Avaya Labs Innovation
Award Winning Portfolio
Gartner Magic Quadrant Leader in Contact Center

Combined
44%

Avaya 37%

Nortel 7%

Others 22%

Genesys 15%

Cisco 14%

Aspect 5%

Worldwide Contact Center Revenue Market Share (ACD Agents)

Sources: Gartner Magic Quadrant, Gartner

NOTE: Nortel market share data may include LG-Nortel

Avaya Leadership in Contact Center

The Top Customer Service Leaders Choose Avaya

The 2010 BusinessWeek ‘Customer Service Champions’ that chose Avaya*

http://bwnt.businessweek.com/interactive_reports/customer_service_2009/index.asp

* partial list shown

Market Dynamics are Changing! The Avaya Vision

Avaya Vision

Next Generation Contact Center
End to End Experience Management

Avaya Contact Center Vision Experience Management

Fact 1: Demographics are Changing

“This economic recovery -- unlike those in last few decades -- will be shaped by the values of tech-loving Gen Y, and to a lesser degree, affluent members of Gen X”

Sources: PricewaterhouseCoopers LLP and Retail Forward, Owned by Kantar Retail

North America:

78m Baby Boomers

80m Generation Y

55m Generation X

Baby Boomers: born from 1946 to early 1960s; Gen X: born from 1960s to 1970s; Gen Y: born from 1980s to 1990s

Fact 2: Interactions are Changing

Percent of Respondents

Source: Webtorials Editorial/Analyst Division , McKinsey

Voice is 2x cost other channels, but other channels have lower customer satisfaction
>50% of self service interactions still require a high cost agent

Fact 3: Customer Satisfaction Risks are Increasing

92% of consumers form an opinion about a company’s image through their interaction with the Contact Center

Source: Benchmark Research, Webtorials Editorial/Analyst Division, Convergsys

73% of Millennials [Gen X & Y] will leave after one bad experience, and 85 percent will tell others about their poor experiences

80% of companies believe they deliver a good/superior customer experience. Only 20% of consumers agree

Baby Boomers: born from 1946 to early 1960s; Gen X: born from 1960s to 1970s; Gen Y: born from 1980s to 1990s

The Next Generation is about … Experience Management

Lower TCO

Higher Revenue

Improved Agility

Improved First Session Resolution

Improved Customer Satisfaction

Increased Flexibility

Experience Management Opportunity Gap Between Capability & Goals

What is your current capability to access real-time customer-specific data to know how a customer wants to be served and by which agent? How important is this?

Source: Webtorials Editorial/Analyst Division

64% of respondents rate the importance of real-time customer-specific data as High or Very High

Evolution to CONTEXT based Enterprise Wide Experience Management

Value of any interaction is defined by its context

Standalone Voice based
Call Centers

Distributed Multichannel Contact Centers

CONTEXT based Experience Management

Leveraging information about a user and their environment to improve the quality of a an interaction
Location, presence, social attributes, communication mode and historical data used to anticipate needs
Real time situation awareness applied

Multi Mode

Behavior

Multi Media

Presence

Instant

Experience Management Context Drives a Differentiated Experience

CONTEXT

Next Gen Customer Care: persistent and seamless real time transfer of customer context and data to the best suited mode (voice, email, chat, SMS)

Traditional Skills-Based Matching

Traditional Mapping
Most idle agent-> to highest priority customer with longest wait time

Contextual Skills-Based Matching Example

Contextual Mapping
Best agent today -> to highest priority, highest revenue customer

10/12 abcd
11/15 xytx
12/10 tyzj

10/12 abcd
11/15 xytx
12/10 tyzj

Customer history and today’s transaction (context) transfers when expert is called in to help

Strategy & Innovation

The Avaya Aura™ Contact Center Suite Delivering Experience Management

Avaya Aura™ Performance Center

Avaya Aura™ WFO

Avaya Aura™ Experience Portal

Avaya Aura™ Contact Center

Avaya Aura™ Agent Desktop

May 2010

May 2011

May 2011

Avaya Agile Communication Environment (ACE)

Avaya Aura™ Call Center Elite

July 2010

Automated Experience Management

Assisted Experience Management

Performance
Solutions

Portfolio Evolution

Midsize Enterprise

Large
Enterprise

Call Center Elite/ICR

Avaya Aura™ Call Center Elite/ICR

CTI is Getting in the Way of Innovation & Growth

Issues
End Customer perceptible delays
Default Route
Inability to pass, attach and grow the CONTEXT between people and applications
Increasing cost to maintain CTI diminishes capacity to keep pace with business objectives

VDN

Vector

Skill

Agent

Outbound Voice
Inbound Voice
Offline Work

Enterprise CTI & Routing

Customer dials 1 800

Network Pre-Route

VRU App – VDN EXIT Point to CM

In/Out trunks and VDN’s monitored to record calls

Basic decisions made on call delivery based on Agent Availability

Reporting captures call stats, WFM records agent adherence

I’m going to transfer you now, If I lose you what number may I call you back on

Why do I have to give this information AGAIN

Transfers Cause Data Loss

For an end-to-end customer transaction, how much customer data is lost as the customer is transferred between agents, between type of interaction or between multimedia channels? 

Source: Webtorials Editorial/Analyst Division

Approx half of respondents say up to 25% of data is lost with agent transfers

Experience Management Innovation Collaborative Sessions Model (Anchor)

Session Context

Collaborative
Sessions

Analytics and Call Recording feeds customer specific data to SIP string and activates call recording

Intelligent Customer Routing based on contextual data from the enterprise with external data queries

Relevant Context delivered to Agent during live customer interaction

Live and interactive SIP conversations orchestrated
throughout contact interaction

End Customer Interaction Session stays anchored at a fixed point

Work Assignment
Real time interaction data to enhance context
Additional data to improve match rate (1:1 matching)
Faster processing of data to improve speed of matching contact to resource
Self correcting to eliminate errors
Leverage experts across the enterprise

Experience Management Innovation Contact Routing to Work Assignment

ANI
DNIS

Other Skills
Language
ANI
DNIS

Match to CC KPI
Other Skills
Language
ANI
DNIS

ACD

Skills Routing

Business Advocate

Work Assignment

Expert Presence
Customer Intent
Customer History
Match to CC KPI
Other Skills
Language
ANI
DNIS

Experience Management Innovation Orchestrate The Experience (React to Prevent)

Proactively Managing multimedia inbound/outbound automated and assisted care

Experience Management Integrating Customer Care into Enterprise Processes

Users

Interaction is Intelligent, Adaptable & Personalized

Communications

Infrastructure Protected, Leveraged into New Value

Applications

Agility, Enhanced Customer Service

Intelligent
Automation

Collaborative
Engagement

Productive
Interaction

Avaya Agile
Communication
Environment (ACE)

Limited Integration of Enterprise Wide Customer Care

How well is your contact center integrated into the rest of your business operations for customer care?

Source: Webtorials Editorial/Analyst Division

Less than 25% of contact centers are highly integrated with the rest of the business operations for customer care

Innovation Improved user experience in Self Service

iPhone navigation example

Innovation Social Media

Turn social network site into a 2-way personalized customer service channel
Customers friend a business by adding a personalized customer service widget (CSW)
Customers request service through CSW
Send customer info to contact center to enable routing, screen pops, etc.
Low-cost, highly targeted, and viral
Toll-bypass through VoIP calls possible

Scan and process events from social media using existing Avaya Contact Center infrastructure

Enterprise Contact Center

Inbound Contact

Innovation Social Media

Avaya Aura Contact Center Suite: Updated & New Components

The Avaya Aura™ Contact Center Suite Delivering Experience Management

IVR

Web

Chat

Email

Automated Experience Management

Performance Management

Reporting

Analytics

WFO

Assisted Experience Management

or CS1000

Avaya Agile Communication Environment (ACE)

July Launch

Performance Solutions
Avaya IQ 5.1
Avaya Aura™ Workforce Optimization
Assisted Experience Management
Avaya Aura™ Call Center Elite 6.0
Avaya Aura™ Contact Center
Automated Experience Management
Avaya Proactive Outreach Manager 2.0

Avaya IQ 5.1

What is It?
A reporting and analytics platform that consolidates real-time data from Avaya customer-service solutions to deliver insights into both customer and agent activity.
Why does it Matter?
It provides an insightful and highly customizable “dashboard” that lets managers relate activity to results and maximize contact-center efficiency
How does it Work?
Support for up to15,000 concurrent agents
900 simultaneous report users
High Availability for failover/redundancy
Real-Time Dashboards and Reports
Adds CMS parity features such as 3 second real time display refresh rate

Driving call center performance for superior results

Avaya Aura™ Workforce Optimization

What is It?
A suite for recording, analyzing and optimizing customer interactions in the contact center
Why does it Matter?
It provides information businesses need to make informed decisions about agents, processes, and quality of service, resulting in improved customer satisfaction and retention
How does it Work?
Call Recording and Quality Monitoring delivers quantifiable agent performance data through audio and screen recording
Workforce Management automates agent scheduling by forecasting staffing requirements
Performance Management: scorecards agents, supervisors, executives, with extensive set of KPI's.

Avaya Aura™ Call Center Elite 6.0

Enhanced ROI for new and existing customers

What is It?
New scalability and features for the world’s best selling call center
Why does it Matter?
Improved flexibility, scalability and performance = Enhanced ROI
How does it Work?
The world’s largest call center capacity on a single server
Business Advocate is now included and allows the contact center’s goals to be incorporated into every decision to help keep service at the right level for each type of call
New workflow commands streamline administration and maximize efficiency

Avaya Aura™ Contact Center

Unified multimedia customer contact

Customers

What is It?
A context-sensitive, inbound/outbound voice and multi-media solution that lets enterprises anticipate, automate and accelerate customer interactions
Why does it Matter?
Solution that addresses end to end experience management – allowing companies to react to changing demographics, new economic realities and rapidly growing new modes of communication
How does it Work?
Intelligent, work assignment of multiple media types
Customer context preservation throughout the interaction
Drag and drop Service Creation Environment
Common administration and unified reporting
Unified agent desktop
Integrated progressive and preview outbound dialing

Enhanced Agent Productivity

Features:
Supports agents working on multiple concurrent work items
Uses Multiplicity Presentation Classes to provide multiplicity capability to groups of agents
Measures the performance of agents working on multiple work items
Updates agent desktop to ensure agent productivity and effectiveness when working on multiple work items

Benefits:
Increased agent productivity
Improved customer experience using multi-modal interaction between customer and agent

Multiple Contact Handling Improves Productivity for Capable Agents

Contacts will flash to indicate agent action required

Number of simultaneous non-voice contacts configurable (1-5) by supervisor
Agent is automatically set to "Ready" while handling voice call, chat or email contacts
Time delay, before “Additional Contact” is presented is configurable
Agent can handle one inbound or outbound voice call and any combination of up to 5 additional non-voice contacts such as chat and email.

Context Sensitive IM Handling

Features:
IM routed to Agents
Dynamic Keyword groups that can be associated with a group of experts
One click by Agent to consult Expert
Provides customer context to experts
Buddy / Expert lists are also configurable by the administrator

Benefits:
Improves first contact resolution by identifying persons who can help
Protects experts from being overused by agents!

Note: Context Sensitive IM handling is supported only in CS1000 configuration only where the CC is integrated with MS OCS

Avaya Proactive Outreach Manager 2.0

Customer
History

POM 2.0

Customers

Dynamic, multimedia customer outreach

What is It?
New platform for execution of automated outbound voice, email, text campaigns
Why does it Matter?
Reduces costs, captures more revenue, and improve customer satisfaction
How does it Work?
Tools for creation and management of multichannel outbound campaigns
Executes 1000s+ concurrent interactions
Real-time tracking and customer disposition
Manage inbound/outbound in one place!

Services

Solving Key Customer Concerns

Best use of current assets
Right size to current market
Aggregate and consolidate
Audit and optimize
Smooth deployments with minimal disruption

Reduced TCO

Vertical and horizontal best practices
Defensible business plan with predictable outcomes
Assess readiness prior to deploying new projects
Realize full solution benefits with expert implementation

Risk Mitigation

Increase user productivity
Improve end customer satisfaction
Focus on growing your business
Support your strategy with next level of technology

Accelerating Businesses

Business productivity improvement

Professional Services deliver…

Comprehensive Avaya Professional Services Approach To Contact Center

Discovery

Requirements

Implementation

Design

Assurance

Optimization

Contact Center

UC

Data

Video

Operational

Business

Technical

Assisted Experience

Automated Experience

Performance Management

Best practices

Benchmarking

Stress Testing

Technical Auditing

Business Auditing

Readiness Testing

Advisory Services

Global Practices & Capabilities

New & Enhanced Capabilities

>1300 consultants averaging 12 years of experience
> 2,000 projects delivered, across the globe, per month
> 40,000 Contact Center Systems Installed World Wide
New capabilities from Nortel suite around CC, Data, ACE, Vertical Applications

Advisory Services

Identify and qualify business improvement communication strategies
Structured discovery & review
Alignment with key stakeholders
Deliverables
Solution Strategy Recommendation Document
Business Case*
Business Requirements*
ROI/TCO Analysis*

* Enhanced and Premium Packages only

Business Communications Advisory Services

Identify improvement opportunities and gain alignment

Discovery process to understand needs

Architectural design and assurance for complex projects
Access to Advanced Solution Architects for technical architecture validation
Deliverables
Solution Recommendation Document on technical architecture, approach, and solutions to deliver reliable and best-in-class capabilities

Technical Advisory Services

Validate design against best practices

Scope and design roadmap project

Self-Funded Roadmap

Optional long-term architectural roadmap which delivers cost savings to fund future technology investments

Based on discovering and quantifying cost savings opportunities
Deliverables
Roadmap
Financial Plan
KPI Impact / Review
Future State Architecture
Business Model
Roll-Out Strategy
Key Requirements
Assumptions

Delineates and prioritizes steps to harvest cost savings, execute process improvements, and deploy technologies

Summary

Changing demographics are transforming contact centers
The Vision of Next Gen Contact Center is about end to end Experience Management
Avaya Aura™ Contact Center Suite strategy and innovation and world class services delivers Experience Management
Avaya extends our industry leadership and commitment to protect, extend, grow customer investments
Our roadmap will continue to address business problems for our customers
Avaya differentiation: open environment, enterprise wide communication integration, scalable solutions from mid market to large enterprises

Summary

thank you

Backup

The Path to Next Generation Sample Customer Roadmap

1

2

3

4

5

6

Customer: Large Insurance Company
4000 Agents
CC Elite, CMS, AES, IP Agent
FCE rollout in progress

Problems:
Now
Cost management
Flexibility to deliver new services
Silo’s experience
6-12 Months
Agent efficiency and productivity
12 Months Plus
Service centralization
End-to-end experience management

Recommended Roadmap:

Now…

1

Avaya Aura™ Lower TCO
Service delivery readiness

2

Avaya Voice Portal
Lower TCO
Improved First Contact Res.

3

Avaya Aura™ WFO
Agent efficiency, productivity

6-12 Months…

Avaya Aura™ CC
Improved FCR
Customer Sat

4

5

Dialog Designer & Avaya ACE
Business Process Optimization

6

Avaya Contact Center Customers

Whirlpool
Challenges: Handle 40,000 calls per day, ensure business continuity, drive cost savings and operational efficiencies, use the contact center to ensure customer loyalty and consistent brand image
Solution: Consolidated multiple contact centers into one, architected for business continuity, implemented multi-media, home agents, and voice portal
End result: Customer satisfaction increased by 40%, won four prestigious contact center awards

Group Health Cooperative
Challenges: Improve call handling and contact center efficiency, reduce resolution time of patient inquiry
Solution: Implemented self-service capabilities and proactive outreach, made CTI and automation improvements, connected all sites with IP, intelligent routing
End result: Significant cost savings, first call resolution improved by 71% - one patient says “The results have been fantastic”.

Avaya Contact Center Customers

CPS Energy
Challenges: Improve productivity in the contact center, offload agents, ensure business continuity, establish proactive outreach, maintain high customer satisfaction
Solution: Self-service automation with Proactive Outreach
End result: Enhanced productivity and better customer service - although traffic has increased 11%, calls to agents decreased by 10%

Prometric
Challenges: Reduce overhead of Genesys Voice Portal, enhance survivability, lower costs, address complex range of client needs
Solution: Automated self-service, consolidation, outbound app to remind customers of bill, robust reporting that flags issues instantaneously
End result: Annual savings of $23K on IVR alone; simple change that took half hour with Genesys reduced to less than one minute with Voice Portal. Enhanced productivity, efficient staffing, immediate response to problems