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Focusing on Medium-Sized Businesses

Focusing on Medium-Sized Businesses. Avaya Customer Interaction Express Technical Sales Training. Agenda. Avaya Customer Interaction Express Roadmap Training Connectivity/Architecture Features and Components Requirements and Licensing Look and Feel. Customer Interaction Express Roadmap.

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Focusing on Medium-Sized Businesses

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  1. Focusing on Medium-Sized Businesses AvayaCustomer Interaction ExpressTechnical Sales Training

  2. Agenda Avaya Customer Interaction Express • Roadmap • Training • Connectivity/Architecture • Features and Components • Requirements and Licensing • Look and Feel

  3. Customer Interaction Express Roadmap

  4. Avaya Customer Interaction Express 1.0 Functional Offerings: • Contact Center Inbound/outbound call routing, E-Mail, Fax and SMS routing Graphical TaskFlow Editor Skills based routing (multiple groups per agent) Real time and historical reporting Ability to integrate with existing IT infrastructure Multi site support • IVR functionality DTMF, ASR and TTS Database access (read and write capabilities) Languages English, German, French, Italian, Spanish,Portuguese (Brazilian) Supported Switches / PBXes Avaya Communication Manager Integral 55 (I55) • EMEA Availability • 8th January 2007 • English, German, French • RoW Availability • April 2007 • Adding: Italian, Spanish (Castillian), Portuguese (Brazilian) Customer Interaction Express – Roadmap

  5. Avaya Customer Interaction Express 2.0 Functional Offerings: • Communication Application Suite key features* SIP trunk and SIP endpoint support Web Services / SOA Interface Qualifier for direct database access Back office / knowledge worker Client E-Mail body scan for workflow routing “Out of the box“ MS CRM integration IM Support Integrated Call Recording & Quality Monitoring Integrated Workforce Management Integrated Messaging • Additional Switches /PBXs SIP trunking integration when possible • Additional Languages Russian, simple Chinese, Japanese, Korean, Thai, • General Availability • 1H – CY 2008 Customer Interaction Express – Roadmap *Subject to change

  6. Customer Interaction Express Training

  7. Customer Interaction Express - Training: Basic Sessions Level Assessment – Product Authorization (1h) CIE Workshop incl. Function and Handling (4 days) Basic Statistic, Monitoring and Task Reporting (1d) Functions and Handling E-Mail (2 days) Class- room Course Basic Functions , Handling Voice & Voice Control (3 days) Installation and Implementation (2 days) Core Assessment (30 mn) System Architecture and Installation (3h) CIE Background Sales (2h) Web Based Course CIE Sales Story (1h) Customer Interaction Express Overview (2h) Sales Pre-Sales Post Sales Customer IT

  8. Customer Interaction Express - Training: Advanced Features Assessment (30 mn) Multiple Servers (1 day) Assessment (30 mn) Networking (1 day) Assessment (30 mn) Extended TaskFlow, Task Reporting & Voice Control (3 days) Class- room Course Assessment (30 mn) Dialer (2 days) Update and Projects (3h) Sales Pre-Sales Post Sales Customer IT

  9. Customer Interaction Express Connectivity/Architecture

  10. Customer Interaction ExpressAvaya Communication Manager Connectivity Corporate LAN MedPro Board(s) Customer Interaction Express Use separate C-LAN board(s) for QSIG over IP Trunks eth1 eth0 AE Services server: -TSAPI Basic -TSAPI ADV C-LAN Boards for AE Services Private LAN/VLAN Note: CIE will use the existing CCE AES bundle 190881 for 150 Basic and Advanced TSAPI Licenses

  11. System Abstraction Visualization Media Abstraction Media Harmonization Functionality External Media BLC (Business Logic) UI (View) Reporting Avaya CM Task- server Kernel Task- server Tenovis I55 Real timeinformation … Routing Mail Server Task- server Dialler other Media … Server Client Customer Interaction ExpressUnderstanding the Architecture

  12. Media Abstraction Media Harmonization Functionality External Media Reporting Task- server Kernel Taskserver Adapter ACM Taskserver Core KTSI* PBX Driver Task- server Real timeinformation Avaya CM Routing Task- server Dialler Tenovis I55 … Routing Server … Avaya Communication Manager IP QSIG-IP Adapter Mail Server Taskserver Extension VEA CHAP … other Media Taskserver Extension ISDN Voice Control AES TSAPI Basic CAPIL2 Adapter Customer Interaction ExpressTaking a Closer Look at the Avaya Communication Manager Taskserver * Kernel Taskserver Interface

  13. Customer Interaction Express Features and Components

  14. Customer Interaction ExpressFeatures & Components • Basic Features • Skills based routing • Self Service (Voice Control) • UMR Architecture (Email Channel) • Outbound Dialer • Statistics and Task Reporting Server (Reporting)

  15. Menu Bar Branding Area Global Tool Bar Contact Bar Task Bar Cockpit Bar Work Area Status Bar Customer Interaction ExpressAgent Desktop

  16. Customer Interaction ExpressFeatures & Components • Simple callflows consist of Topics (Source) and AgentGroups (Destination) • Agents belong to an AgentGroup • Call are routed based on routing conditions

  17. Customer Interaction ExpressIts all about TaskFlows

  18. Customer Interaction Express Requirements and Licensing

  19. Customer Interaction ExpressApplication Server Requirements • Server (tested) • Fujitsu Siemens e.g. TX150 • HP DL385 • IBM x306m • Specs • Minimum: Intel Processor 3 GHz Recommended: Dualcore 3 GHz or higher • 3 GB random access memory (RAM) minimum • Hard disk with at least 80 GB storage capacity • DVD Drive (bootable) • Network interface card (Ethernet) • Mouse • MF keyboard • Raid-system (Raid 1 – Minimum requirement) • Platform Operating Software • Windows 2003 Server or • Microsoft Longhorn

  20. Customer Interaction ExpressWhat Customer Interaction Express needs on Communication Manager • AES 3.1 TSAPI basic license per CIE User • IP Trunks between CM and CIE • for Topics • number depending on maximum number of simultanious calls coming in to CIE times two • as soon as call is in queue or at an agent the topic trunk is available for the next call • for Queues • 1.5 trunks per queue position • for Outbound • 1.5 trunks per initiated call • can be shared with queue trunks • the more outbound traffic the system needs to handle the more trunks should be “reserved” for outbound • QSIG on CM • Today requires CM Enterprise • Currently negotiating with CM PM to get QSIG feature free of charge

  21. Customer Interaction Express Look and Feel

  22. Calls • E-Mail • Fax • SMS • VoiceMail Customer Interaction ExpressDrag and Drop Contact Flows

  23. Customer Interaction ExpressPrioritization of Contacts and Workload by employee • Resource-Matrix • Definition of the workload per available employee • Prioritization of available contact channels

  24. Asignment of skills and skill levels to agents and topics. Skill levels reach from 0% to 100%. Unlimited skills for agents. Customer Interaction ExpressSophisticated Skills based routing

  25. Customer Interaction ExpressUnified Message Routing – E-Mail, Fax and SMS • Serves E-Mail, Fax and SMS channel. • Allows high quality E-Mail communication by using pre-defined text blocks. • Use escalation mechanisms to stick to defined service levels. • Allows to optimize E-Mail workflow. • Cross-Media reporting delivers important information also for E-Mail channel.

  26. VoiceControlScript Editor Customer Interaction Express Self Service Speech

  27. Customer Interaction ExpressMonitoring – Real Time Information • Individual monitoring screen with integrated telephony function

  28. Customer Interaction ExpressPoint and Click Historical Reporting

  29. Customer Interaction Express Integration into the Existing IT Landscapes

  30. Customer Interaction ExpressReduced Agent Client for information workers • Reduced client for Back office or infoworkers. • Only visible when call or new E-Mail comes in. • If no active task, onlythe Avaya A and the „grip“ is visible.

  31. Customer Interaction Express Monitoring – Real Time Information

  32. Customer Interaction Express Integration into the Exisiting IT Landscapes • CIE Integration with SAP CRMusing TOM

  33. Customer Interaction ExpressAs Easy As 1 2 3 – Screen Pop • Example: integration with Salesforce.com • Use integrated Internet Explorer of CIE to display all kind of web based information

  34. Customer Interaction ExpressAs Easy As 1 2 3 – Screen Pop • Use CallTag to hand over CLIP information • Display contact information in Salesforce.com

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