Avaya IP Office

Customer Call Reporter

Competitive Overview
August 2012

Geoff Murase
Sr. Product Marketing Manager
ShoreTel
gmurase@shoretel.com
Statements Regarding Third Parties:
These slides and the accompanying oral presentation contain our opinions regarding the competition, and what we believe to be accurate information. ShoreTel
is committed to absolute integrity, and does not knowingly communicate false information. We believe our opinions to be reasonable and our statements to be
truthful. Nevertheless, ShoreTel encourages our resellers to conduct their own independent research into individual companies and products.
ShoreTel Confidential and Proprietary Information Intended for the exclusive use by authorized ShoreTel resellers.

Agenda
Avaya IP Office Customer Call Reporter Overview
Avaya IP Office Customer Call Reporter vs. ShoreTel
Summary

2012 ShoreTel, Inc. All rights reserved worldwide.

Avaya Contact Center Product Lineup

Avaya Aura Call Center Elite
Scalable up to 10,000 Agents
Full featured
Multisite

Avaya Aura Contact Center

Scalable up to 3,000 Agents per node
Full featured
Multisite, up to 30 nodes per network

Avaya Aura Contact Center Suite for Midsize

Enterprise
Scalable up to 400 Agents
Full featured
Single site

Avaya IP Office Customer Call Reporter

Scalable up to 150 Agents
Limited features
Single site
2012 ShoreTel, Inc. All rights reserved worldwide.

Avaya IP Office Customer Call Reporter

Platform
Purchase of Avaya IP Office Advanced
Edition required
Includes a bundle of call center licenses
Additional supervisor and agent licenses can
be added

Microsoft Server based

Can co-reside with a Voicemail Pro of less
than 17 ports
Microsoft SQL Server 2008 database

Single-site
Scales up to 150 agents and 30 supervisors

2012 ShoreTel, Inc. All rights reserved worldwide.

Avaya IP Office Customer Call Reporter

Supervisor
Dashboard
Browser based
Alarms
Agent state
Graphs

Real Time Report/Monitor

Browser based
Up to 3 different views can be
programmed

2012 ShoreTel, Inc. All rights reserved worldwide.

Avaya IP Office Customer Call Reporter

Wallboard
One Wallboard instance include with each Supervisor license

2012 ShoreTel, Inc. All rights reserved worldwide.

Avaya IP Office Customer Call Reporter

Agents
Agent View
Agent reporting license required
Browser based
Up to 150 agents supported

2012 ShoreTel, Inc. All rights reserved worldwide.

Avaya IP Office Customer Call Reporter

Historical Reports
Seven Report Templates
Agent Summary Report

Call activity for agents in a queue or for specific agents.

Call Details Report

Total number of calls, internal calls (optional), external outbound

calls and the total number of external inbound calls.

Call Summary Report

Total calls presented and answered; the average speed to answer in

percentage and average speed to answer time, the number of calls
overflowed and lost, the average abandon time as well as the grade
of service.

Trace Reports

Lists in chronological order all the events, date and time stamped
that involved the user selected.

Alarm Reports

Show the number of warning and critical alarms received for each
unique alarm type included in the report.

Voicemail Reports

Total calls answered by the Auto-Attendant, total calls abandoned in

Auto-Attendant, and a table of unique call flow trigger names with a
tally of the number of times the trigger has been received.

Agent Time Card Report

Agent performance including time logged in, talk time, time in various
states, calls made and answered and agent performance.

2012 ShoreTel, Inc. All rights reserved worldwide.

Avaya IP Office Customer Call Reporter

Custom Reports and Maps
Over 100 different custom reports can
be created
Common fields include:
Report Name. Subject, Filter, Exclude Internal,
Working Hours, Group Results by, Scheduled,
Report Format, Email Address, Printer, Report
Period, Report Range, Language

Can also create custom reports using

Microsoft Report Builder

Maps
Shows the location of callers based on
the caller's number

2012 ShoreTel, Inc. All rights reserved worldwide.

Agenda
Avaya IP Office Customer Call Reporter Overview
Avaya IP Office Customer Call Reporter vs. ShoreTel
Summary

2012 ShoreTel, Inc. All rights reserved worldwide.

10

Top 10 ShoreTel ECC Advantages

vs. Avaya IP Office Customer Call Reporter
Avaya IP Office Customer Call Reporter

ShoreTel ECC

1.Scalability

Only scales up to 150 Agents and 30 Supervisors

Scales up to 1,000 Agents and 100 Supervisors

2. Multisite

Single site

Multisite support

3. High Availability

No failover

Hot standby redundancy support

4. Routing

No advanced routing capabilities

Skills, Priority, Shifts, ANI, DNIS based routing

5. Multi-media

No support for chat

Support for email, video, chat

6. Agent Queues

No personal agent queues

Support for personal agent queues

Routes calls to be answered by specific agents
Routes callbacks to specific agents

7. Callbacks

No support for callbacks

Support for Scheduled, Abandoned, and Web

Callbacks

8. CRM integration

No CRM integration

CRM integration and screen pops

9. Reports

Only 7 report templates

140 real time and historical report templates

10. Outbound Dialer

No outbound dialer

Integrated outbound dialer

2012 ShoreTel, Inc. All rights reserved worldwide.

11

Agenda
Avaya IP Office Overview
Avaya IP Office vs. ShoreTel
Summary

2012 ShoreTel, Inc. All rights reserved worldwide.

12

Summary
Avaya IP Office offers the Customer Call Reporter (CCR)
application for the SMB contact center market.
CCR doesn support high availability of multisite deployments and
only scales up to 150 agents and 30 supervisors.
CCR lacks many features required to meet todays contact center
needs including multi-media support, personal agent queues,
advanced routing, CRM integration, and outbound dialing.
ShoreTel Enterprise Contact Center offers a complete highly
available contact center solution that has all of the features needed
for todays modern contact center.
2012 ShoreTel, Inc. All rights reserved worldwide.

13