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IP Office Contact Center . Technical Feature Overview and Uses Cases. Objective of SE/Partner IPOCC Demo Package. Empower the SE and Partner Community to: Articulate briefly IP Office Contact Center advantage Build out a IP Office Contact Center Server with initial configuration

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ip office contact center

IP Office Contact Center

Technical Feature Overview and Uses Cases

objective of se partner ipocc demo package
Objective of SE/Partner IPOCC Demo Package

Empower the SE and Partner Community to:

  • Articulate briefly IP Office Contact Center advantage
  • Build out a IP Office Contact Center Server with initial configuration
  • Customize initial configuration with demo specific task flows, IVR scripts
  • Present impactful demo of IP Office Contact Center main functional areas
    • Agent Experience
    • Supervisor Experience
    • Administrator Activities including basic knowledge flexibility to customize all aspect of the system
avaya midmarket collaboration solution simple powerful affordable
Avaya Midmarket Collaboration SolutionSimple, Powerful & Affordable

Collaboration

Contact Center

Networking

Security

avaya contact center solutions for ip office
Avaya Contact Center Solutions for IP Office

Avaya Contact Center offersbased on Avaya Aura

Avaya Aura Contact Center Suite for Midsize Enterprise (AACC-M)

Avaya Aura Call Center Elite for Midsize Enterprise (Elite-M)

  • Primary Competitors:
  • Genesys
  • Cisco
  • Interactive Intelligence
  • Altitude

Suite-based enterprise features (HA, session mgmt.)

Integrated advanced applications

Avaya Contact Center Select

GA June 24

  • Competitors:
  • Cisco UCC-X
  • Interactive Intelligence CIC
  • Aspect
  • Shoretel
  • Genesys Express
  • Huawei
  • Shoretel
  • Etc.
  • Primary Competitors:
  • Genesys Express
  • Cisco UCCx
  • Altitude
  • Presence
  • Huawei
  • Primary Competitors:
  • Genesys Express
  • Cisco UCCx
  • Altitude
  • Presence
  • Huawei

Avaya IP Office Contact Center

GA Feb 28

Multi-channel

  • PrimaryCompetitors:
  • ShoreTel
  • Voxtron (BT)
  • Altitude
  • Presence

Contact Center Solutions for IP Office

Voice

100

30

50

250

400

5

what are we launching
What Are We Launching?

Avaya Contact Center Solutions for IP Office

Multichannel Innovation Built for Small and Midsize Business.

Customers and prospects

Inbound

Small and midsize Business

Outbound

Build Satisfaction& Loyalty…

Build Lifetime

Value…

One Interaction

at a Time…

ip office contact center powerful features
IP Office Contact CenterPowerful features
  • Real time & historical reports
    • email/web/voice transactions
  • Powerful, customizable agent desktop
    • click to call, multichannel view etc
  • Call recording for every Agent and Supervisor
    • Improves agent performance, eliminate conflicts
  • Built in IVR promotes self service
    • Reduce agent handle time

Supported in US, Canada, UK, Australia, New Zealand, India (English only)

ip office contact center terminology
IP Office Contact CenterTerminology
  • Task - Represents a customer telephony call, email or chat
  • Topic - Media independent route point, essentially a virtual device that can receive multiple, simultaneous calls for redirection via a Task Flow. Tasks are queued at the Topic level first.
  • Task Flow (Call Flow) – A progression of steps to determine the routing of a task coming into the Contact Center. This “script” contains a beginning, logical steps based on system and call specific elements and a destination. This is presented graphically in the contact center system.
  • Agent Group / AG– Provides destination point for tasks in which agents can log into to receive the tasks. The system accepts the task as a Topic which follows the task flow ultimately sending the task to a free agent in the agent group.
  • Team - Alist of agents configured in a team, used for reporting
  • Wrap Up – Equivalent to After Call Work, it is the time an agent uses to complete work between calls
  • Text Block - Homogenized responses for increase productivity. Once created, Text Blocks can be used in templates or assigned to Topics and be offered to agents when editing a message belonging to that Topic
system configuration setup
System Configuration & Setup

1. Step

Collect the customer data in an Excel template

2. Step

Install software

3. Step

Import the customer data and test standard features

Custom Setup

Make customer specific configuration

Core System:

Windows MSI setup unattended or VM-Ware template

Clients:

Windows MSI setup unattended

Clean System

IP Office

Contact

Center

Excel

Depends on

About 1 h for 20 Agents

Depends on the customer requirements

The system configuration will be defined in a special prepared Excel file according to the customer requirements

The software will be installed with Windows standard setups (MSI) routines bundled in setup wizard.

The collected system requirements will be imported. The system is operable and can be tested with standard call/task flows and standard announcements.

According to the business process of the customer the call/task flows will be implemented via the Phoenix drag & drop task flow editor and the IVR editor

step 3 easy tools to deploy i nitial system based on customer n eeds
Step 3 - Easy Tools to Deploy Initial SystemBased on Customer Needs

Customer Data input spreadsheet

Task Flow Layouts

agent applications
Agent Applications

Home– Landing page after login. Contents is configurable with a subset

of real time statistic elements

Telephony - Application where Agents process calls and view customer information. Can preform actions like pickup calls from other Groups and topics; review and call back abandoned calls

Email - Application where Agents process emails

Chat - Application where Agents process chats

agent screen customized view
Agent Screen – Customized View
  • Customize to Team or Agent Group standards
  • Add real time information relevant to Task Flows and Skills
  • Personalize the AgentUser Interface
agent user interface minimized view
Agent User Interface – Minimized view

Sidebar View

  • Minimizes as a fully functional side bar allowing for other PC work to continue
  • Expand, contract or maximize to larger User Interface as needed

Agent Status per Task

Task type – Audio, Email, Chat

Expanded View

Full Call Control

agent user interface telephony view
Agent User Interface – Telephony View
  • Full agent control:
    • Sign in/out Agent Groups
    • View history
    • View Customer Details
  • Customizable to define size and information visible
  • Access to available Tasks and Media functions
  • Organize views in tabs and make use of hyperlinks
  • Integrated Internet Explorer option for Call Data driven searches and/or access to web ticketing
email processing
Email Processing

Answer, create, postpone and forward

Integrated address book

Text blocks definable to assure high quality answers and speed

Channel prioritization and definable workload per Agent

agent user interface chat view
Agent User Interface – Chat View
  • Integrated Chat
  • Answer, create, postpone and forward
  • Auto respond with Pre-Defined Text messages to assure high quality answers and speed
  • Integrated address bookand customer database
  • Channel prioritization and definable workload per Agent
supervisor applications
Supervisor Applications

Real Time Information– View, manage& configure real-time Contact

Center statistics

Reporting - Manage, configure &view historical, counter based

Contact Center statistics

Agent Status Report - Configure & view statistical information about

agent activities that are not concerning call or e-mail handling.

Contact Details Report - Configure and view statistical information about

single contacts (calls or e-mails).

supervisor user interface
Supervisor User Interface
  • Supervisor can remotely log on/off and sign on/off agents from Agent group (remote functions)
  • Supervisor silent monitoring
  • Fully customizable, Feature rich interface
  • Coaching functionalities
  • Reports comparable with integrated reports like CMS
  • Pickup and delegate calls
real time information
Real Time Information

Overview of contact center status

Individual monitoring screen with integrated telephony function

Information available for agents, team leaders and supervisors

Waiting queue of all tasks including Email & Chat

Service level information

real time data
Real Time Data
  • Agent state per Agent Group/Team
    • - Integrated Telephony functions
    • - Remote login/logoff, sign on/sign off
  • Waiting queue of all channels including
  • Emails and Chats
    • - Lists of waiting calls/emails…
    • - Service level
    • - Thresholds
statistics
Statistics

Counter based reports

  • Configurable parameters per report
    • Timescale
    • Duration
    • Counter type (agent, topic, media)
    • Report type (manual, automatic)
  • Individual reports
  • Predefined Reports

Call based reporting

  • Contact evaluation
    • Customer history
    • Agent history
historical reporting
Historical Reporting
  • Statistics
    • Counters available for topics, agents, AG, team, …
    • Export to Excel (optional automatic use of customer defined macro) csv, pdf, rtf
      • Send Reports via Email
    • Output with defined resolution (minutes, hours, days, weeks… )
    • Defining of period (start stop, day of week)
    • Scheduled (automatic) or cyclical statistics
agent status and contact details
Agent Status and Contact Details

Agent Status Report: Non-Task related events

Contact and Customer Details Report

ip office contact center inbound call handling overview topics and call flows
IP Office Contact CenterInbound Call Handling Overview (Topics and Call Flows)
  • Call is received via IPO and forwarded to IPOCC via SIP extension.
  • Incoming customer calls/tasks trigger a Topic by using the Topic designation (e.g. Sales = extension 7000, sales@company.com or chat to sales@company.chat)
    • IP Office Shortcode (e.g. 70XX) redirects the call to the IP Office Contact Center
    • Email and Chat use internal SMTP and Chat client services
  • Each Topic is linked to a Call or Task Flow
    • Task Flows determines the routing of the call or task
    • Task Flows have a start, routing logic and a destination
    • Destinations are Agent groups, External Destinations, IVR, other topics, etc.
administrator applications
Administrator Applications

Dialer - Configure outbound dialer

jobs &campaigns

Configuration - Configure main

Contact Center elements

UI Configuration - Configure &

assign Contact & Menu Bars,

Home & Telephony features

Email - Configure email (UMR) core

components

Text Blocks - Configure blocks of text

used for Email auto reply templates

Task Flow Editor - Configure Contact Center routing rules

IVR Editor - Configure IVR scripts,

Announcements & user response

Address Book - Configure address

book access and availability to Email

administration landing screen
Administration Landing Screen
  • Aggregated contact center services and elements (per tab)
  • Configured system connections and system services
  • Define Agent, Agent Groups, Teams and Topic views
  • Set country and manage customer data base
  • Define and manage announcements
ip office contact center topic configuration
IP Office Contact CenterTopic Configuration

Change picture

  • Topic are associated tasks by
    • Extensions for telephony i.e. 4357
    • Email addresses for Email Tasks (sales@mail.company.com)
    • Instant Message IDs for Chat (sales@chat.company.com)
  • Topic are used to present tasks to acall flow associated with the topic
  • Unlimited Topics can be defined
  • Set Skill levels needed for topic
  • Set routing order and availability
ip office contact center agent group configuration
IP Office Contact CenterAgent Group Configuration

Change picture

  • Thousands of agent groups can be defined (5-10 are commonly used)
  • Each agent can be member of up to 120 agent groups (per media type)
  • Each Agent has its own level or priority assigned to the agent group (1-60)
  • Distribution rules for an agent group: - priority- in the same priority level: longest idle time
  • Agent Groups are the destination fortopics after call routing logic is complete, tasks are queued and presented to agent when available.
ip office contact center agent configuration
IP Office Contact CenterAgent Configuration
  • Any number of agents can be defined, but only the licensed number can be active
  • Assign Agents to Agent Groups and teams
  • Set agent multi-channel access
  • Set agent skill level
  • Each agent can be member of up to 120 agent groups (per media type)
  • Set priority level for assigned groups
  • Define privileges and authorize access to system elements such as topics
task flow editor task flow menu
Task Flow EditorTask Flow Menu

Choose

Destination

Define Condition!

Identify

Source!

task flow editor example structure
Task Flow EditorExample Structure

Change picture to call flow from training session/demo setup

ip office contact center interactive voice response ivr overview
IP Office Contact CenterInteractive Voice Response (IVR) Overview
  • Self Service Component (IVR) with a graphical script editor built in
  • Touch tone (DTMF) capabilities by default. Text-to-Speech available from Microsoft or can use Nuance with additional cost (Speech Recognition can be done via Nuance)
  • Access to standard ODBC enabled data bases
  • Option to play plain announcements only (non interactive, no touch tone)
ivr editor
IVR Editor
  • Graphical tool forbuilt in Self Service Component (IVR)
    • Announcements (.wav) PCM-coded
    • DTMF recognition (also: fax recognition)
    • Voice messages
      • record (silence detection)
      • Email, delete
      • Routing
  • Access to ODBC enabled databases

Drag Drop elements to build highly productive and sophisticated IVR interaction using recorded or Text to Speech Announcements, data base queries, system or call specific events and much more

ip office contact center solutions sales track
IP Office Contact Center Solutions – Sales Track   
  • www.avaya-learning.com Log in using SSO credentials
  • Pre-requisite: IP Office SME sales credential.
    • Earned by completing on line assessment 2S00010A.
  • IP Office Contact Center Course:
    • 2M00100O Selling Avaya Contact Center Solutions for IP Office
    • Duration: 1 Hour
  • Online Tests (to earn APSS – IP Office CC Sales Credential)
    • 2M00001A Selling Avaya Contact Center