IP Telephony Unified Communications Contact Center Data Networking

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1 AVAYA CONTACT CENTER SOLUTION INTRODUCTION

2 IP Telephony Unified Communications Contact Center Data Networking

3 Contact Center Solutions Aura 4 6 Aura Contact Center (AACC) 6 Social Media Manager 6 CallRouting 7 Call Center Elite 8 Business Advocate 10 Proactive Contact Aura Agent Desktop 16 one-x Agent 17 StationLink 18 CTI Adapter for Salesforce Aura Experience Portal (EP) 20 Aura Orchestration Designer (OD) 22 Proactive Outreach Manager (POM) 23 Callback Assist Call Management System (CMS) 24 IQ 25 Contact Center Control Manager (ACCCM) 25 Aura Workforce Optimization (WFO) 26 AgentQ 28 Agent MAP 28 29

4 Contact Management Aura Contact Center (AACC) 6 Social Media Manager 6 CallRouting 7 Aura Call Center Elite 8 Business Advocate 10 Proactive Contact 14 Agent Tool Aura Agent Desktop 16 one-x Agent 17 StationLink 18 CTI Adapter for Salesforce 19 Automation/ Notification Aura Experience Portal (EP) 20 Aura Orchestration Designer(OD) 22 Proactive Outreach Manager (POM) 23 Callback Assist 23 Operational Effectiveness Call Management System (CMS) 24 IQ 25 Contact Center Control Manager(ACCCM) 25 Aura Workforce Optimization (WFO) 26 AgentQ 28 Agent MAP 28 4

5 Contact Center Solutions D 2.9% C 4.9% Worldwide Others 20.3% B 16.5% A 16.7% 38.7% APAC A 13.9% 46.1% B 8.9% C 4.7% D 4.1% Others 22.3% 0% 10% 20% 30% 40% 50% CALA 42.9% A 13% B 11.2% C 4.9% D 4.2% Others 23.8% 0% 10% 20% 30% 40% 50% EMEA 44.2% A 17.8% B 9.8% C 7.2% D 4% Others 17% 0% 10% 20% 30% 40% 50% North America 52.9% A 14.1% B 8.2% C 7.5% D 3.3% Others 14% 0% 10% 20% 30% 40% 50% 60% 5.0% 1.2% 54.2% 29.7% 9.5% 2.7% 1.1% 0.4% 55.4% 30.8% 9.5% 0.4% 1.0% 50.0% 28.5% 8.6% 6.2% 5.1% 0% 20% 40% 60% 80% 100% 5

6 Contact Management Contact Management SIP Aura Contact Center (AACC) System Manager EP MX AACC CC CM App App Application Platform ace SIP Service Providers Media Service Aura A Core Session Manager SBC SIP Gateway Access Portals Survivable Branch 3 rd Party SIP Endpoints One-X SIP Endpoints AACC 6

7 Contact Center Solutions Social Media Manager Dialog Designer CallRouting CallRouting Special Media Manager App Server DD Application Social Media Toolkit CRM Aura Contact Center Contact Management Agent Tool Automation/Notification Operational Effectiveness Sample Configuration 7

8 Contact Management Contact Management Aura Call Center Elite ACD (Automatic Call Distribution) Communication Manager 8

9 Contact Center Solutions EAS (Expert Agent Selection) EWT Expected Wait Time BSR (Best Service Routing) YES YES NO START NO Contact Management Agent Tool Automation/Notification Operational Effectiveness Sample Configuration 9

10 Contact Management Contact Management Business Advocate SLSService Level Supervisor PAPercent Allocation Av Business The Best Decision Every Time 10

11 Contact Center Solutions LOALeast Occupied Agent aya Advocate PWTPredicted Wait Time SOAService Objectives Contact Management Agent Tool Automation/Notification Operational Effectiveness Sample Configuration 11

12 12 Contact Management SLS Business Advocate Contact Management

13 Contact Center Solutions Contact Management Agent Tool Automation/Notification Operational Effectiveness Sample Configuration 13

14 Contact Management Contact Management Proactive ContactPC Cruise Control Cruise Control 50 8AM 9AM 10AM 11AM 12PM 1PM 2PM 3PM 4PM 5PM Time of Day 14

15 Contact Center Solutions Agent Blending Proactive Contact Poactive Contact Agent Analyst Poactive Contact Supervisor Editor Monitor Contact Management Agent Tool Automation/Notification Operational Effectiveness Sample Configuration 15

16 Agent Tool Agent Tool SIP Aura Agent Desktop 16

17 Contact Center Solutions one-x Agent Contact Management Agent Tool Automation/Notification Operational Effectiveness Sample Configuration 17

18 Agent Tool Agent Tool CTI StationLink StationLink StationLink StationLink 18

19 Contact Center Solutions StationLink ConnectorCRM ActiveX dll/java API CRM CTI StationLink Connecter ActiveX / Java PBX CTI StationLink SDK StationLink Toolbar CTI Adapter for Salesforce Aura CM AES (TSAPI) Aura CM : AES : Aura Communication Manager Application Enablement Services StationLink SDK PBX Aura CM Aura CM : Aura Communication Manager StationLink SDK (ActiveX / Java) TSAPI Client CTI AES (TSAPI) AES : Application Enablement Services Contact Management Agent Tool Automation/Notification Operational Effectiveness Sample Configuration 19

20 Automation/ Notification Automation/Notification Aura Experience Portal (EP) Communication Manager(IP-PBX) Web Aura Experience Portal (EP) 20

21 Contact Center Solutions Experience Portal Management (EPM): Contact Management Agent Tool Automation/Notification Operational Effectiveness Sample Configuration 21

22 Automation/ Notification Automation/Notification Aura Orchestration Designer (OD) Aura Orchestration Designer (OD) Application Simulator Aura Orchestration Designer 22

23 Contact Center Solutions SMS Proactive Outreach Manager (POM) SMS Callback Assist Proactive Outreach Aura Experience Portal Self Service Contact Management Agent Tool Operational Effectiveness Automation/Notification Sample Configuration 23

24 Operational Effectiveness Operational Effectiveness Call Management System(CMS) CMS External Call History(ECH) 24

25 Contact Center Solutions IQ IQ IQ Voice Portal Interaction Center one-x Agent IQ Communication Center Proactive Contact Event Processing IQ Real-time Data Historical Data Report Tools IQ Contact Center Control Manager (ACCCM) Visual Call Flow Designer Contact Management Agent Tool Operational Effectiveness Automation/Notification Sample Configuration 25

26 Operational Effectiveness Aura Workforce Optimization (WFO) Workforce Management (WFM) 26

27 27 Contact Center Solutions Contact Management Agent Tool Operational Effectiveness Automation/Notification Sample Configuration Speech Analytics (SA) WFO

28 28 AgentQ Agent MAP

29 Sample Configuration Contact Center Solutions Sample Configuration Aura CM CMS/IQ Aura CM CMS/IQ Aura CM CMS StationLink ACCCM ACCCM Web ACCCM ACCCM one-x agent/ip Agent AES ACCCM Contact Management Agent Tool Automation/Notification Operational Effectiveness Sample Configuration CM Aura CC CMS IQ EP WFO one-x Agent PC 29

30 Sample Configuration Sample Configuration Aura CM AES AACC Agent Aura CM/CS1K CMS/IQ AES WFO AACC : Aura Contact Cetner Aura CM : Aura Communication Manager CMS : Call Management System ACCCM : Contact Center Control Manager AES : Aura Application Enablement Services WFO : Aura Workforce Optimization 30

31 Contact Center Solutions Aura CM CMS/IQ MPP EP EMP OD Aura CM AES PC Aura CM : Aura Communication Manager CMS : Call Management System AES : Aura Application Enablement Services POM : Proactive Outreach Manager Aura CM PG230RM PC EP : Aura Experience Portal MPP : Media Processing Platform EMP : Experience Portal Management OD : Aura Orchestration Designer PC : Proactive Contact Contact Management Agent Tool Automation/Notification Operational Effectiveness Sample Configuration 31

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