Avaya IP Office

Contact Center

IP Office Contact Center 9.1 Customer Presentationv1 Nov 12 2014

Avaya Midmarket Collaboration Solution

Simple, Powerful & Affordable

Contact Center

Security

2013 Avaya Inc. All rights reserved.

Collaboration

Networking

Customer Experience Evolution

82%
BUY MORE from
companies that make it
easy to do business

73%

23%

59%
INTERNET
SELF-SERVICE

Millennials will stop

doing business with a
company after one bad
experience

WEB
CHAT

20%
TWITTER,
FACEBOOK

77%
PHONE

64%
STORE

50%
say they constantly
change how they deal
with organizations

9 of 10
9 of 10 consumers want
support while online

% using channel to communicate

with organizations
2013 Avaya Inc. All rights reserved.

Contact Center Priorities

What is your single, most important contact center need?

52% Inbound Customer Service

31% Inbound Sales
15% Outbound Sales
2013 Avaya Inc. All rights reserved.

Tech Buyer Perceptions, Avaya Midmarket Technology Study, February 2014

Contact Center Challenges

Challenges
Customers
Customers are
are wanting
wanting to
to

communicate on
on their
their terms
terms
communicate
Customers
Customers often
often need
need to
to repeat
repeat

themselves once
once answered
answered
themselves
Customers
Customers are
are reporting
reporting bad
bad service
service

with agents
agents
with
Agents
Agents are
are not
not productive
productive during
during

quiet times
times
quiet
Losing
Losing sales
sales as
as callers
callers are
are dropping
dropping

before we
we answer
answer
before

2013 Avaya Inc. All rights reserved.

Resolution
Incorporate
Incorporate email
email and
and web
web chat
chat as
as

part of
of the
the contact
contact center
center strategy
strategy
part
Eliminate/reduce
Eliminate/reduce transfers
transfers

Detailed
Detailed call
call reports
reports and
and call
call

recordings on
on every
every agent
agent
recordings
Use
Use agent
agent idle
idle time
time to
to proactively
proactively

make outbound
outbound sales/collection
sales/collection calls
calls
make
Identify
Identify peaks
peaks and
and balance
balance agents
agents

between groups
groups
between
IVR
IVR to
to offer
offer self
self service
service

Introducing Avaya IP Office Contact Center

Customers with up to 2000
employees and 5 to 250 agents
Deployed as a single site or across
up to 32 locations:
Across the enterprise and across the
globe (Follow-the-sun)

Agents in the office or remote

Centrally managed

2013 Avaya Inc. All rights reserved.

Avaya IP Office Contact Center

Resolution with Avaya IP Office Contact Center
Multichannel
include email, web chat and voice

Skills based routing

Eliminate transfers

Call recording/Call reports

Eliminate conflicts, improve agent/customer interactions, measure
agent performance

Outbound dialing
Use agent down time to automatically make outbound calls

Real time reports

Monitor wait times - move agents between groups on the fly

IVR
Offer self service to free up agent time
2013 Avaya Inc. All rights reserved.

Avaya IP Office
Multichannel Contact Center
Customers and
Prospect

Contact Center
Resources
Agent
Groups

Voice

Email

Web Chat

Agent

Universal Queue
Media-specific
Skills-based routing

External
Destination
Waiting
Announcements
IVR
Outbound
Dialer

2013 Avaya Inc. All rights reserved.

Solving Business Challenges with a

Multichannel Contact Center

Inbound Calls
Route callers to
most able agent
Optimize agent
skills
Prioritize callers
Boost Customer
Experience and
Satisfaction
2013 Avaya Inc. All rights reserved.

Outbound Calling
Collections
Appointment and
late payment
reminders
Special offers
Improve Agent
Occupancy and
Increase Revenues

Email
Offload non-critical
inquiries to email
Keyword routing
Auto responses

Provide Fast
Responses to Email
Inquiries

Chat
Push urls
Assist with online
shopping
Product and
services support

Increase
Sales/Support
Efficiency
9

Skills Based Routing

Reduce or eliminate transfers
Delivers optimum customer
experience to your customers
Set your agent skill levels based on:
Product expertise

Unlimited skills
System
Per agent
Assign % skill level
Topic
Per agent

Spoken languages
Availability
History

Best agent to
handle call

Routing based on:

Dialed Number
IVR
Calling number
Auto attendant
2013 Avaya Inc. All rights reserved.

Backup
agent to
handle call
Backup
agents or
alternative
10

Call Recording
Eliminate conflicts - the he said, she
said syndrome
Monitor and improve agent to customer
interaction
Record
Every agent call
Random selection
Now with the press of a button

Quickly and easily search and

replay
Agent number
Called/Calling number
Date, time etc
2013 Avaya Inc. All rights reserved.

11

Call Reporting
Customizable real time and
historical reports
Scheduled, instantaneous

Threshold alarms
Calls waiting, lost calls

Powerful, customizable agent

desktop
Multichannel view voice, email
web chat
Telephony control
Works with almost any phone
2013 Avaya Inc. All rights reserved.

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Outbound Dialing
Increase sales revenue
Advertising campaigns
Upsell opportunities, post sale

Improved agent efficiency

Automatically start outbound tasks on
decreased workload
Reduce/eliminate misdials

Better prepared agents

Preview customer information before
placing call

2013 Avaya Inc. All rights reserved.

13

Self Service
Provide customer self service
anytime - anywhere
Reduce agent live time, free
up for important voice calls
Integrate to ODBC database
for information playback
Provide comprehensive self
service

99 simultaneous
sessions
Intuitive Graphical
Script editor
Fast creation and
editing

Add speech recognition and

text to speech as an option

2013 Avaya Inc. All rights reserved.

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Avaya Midmarket Collaboration Solution

Simple, Powerful & Affordable
Contact Center
Multichannel

Collaboration

Room, desktop,
mobile

Skills based routing

Unified Communications
Call recording and
reporting
Broadest endpoint support

Simple,
affordable
Conference
control

Security
Most flexible deployments

Networking
User presence

Rich
Protects
trunks
UC SIP
feature
set

Automated
WiFi/3G/4G
connectivity
provisioning

Secures remote
endpoints
Active packet inspection

2013 Avaya Inc. All rights reserved.

Supports 3rd party

Mobility
devices

Rich feature set

50% lower TCO

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