Avaya Breeze Demystified “You don’t have to boil the Oceana!” John Nicholson Consulting Sales Engineer - Avaya

Avaya Breeze Demystified What exactly is Avaya Breeze? How does Breeze relate to Oceana? Why does it matter? Avaya Breeze So cool it will blow you away! Oceana and Oceananalytics You don’t have to boil the Oceana!

Breeze ‘Marketechure’ Team Engagement Applications Communication Platforms Analytics Customer Engagement Applications Avaya Oceana Avaya Breeze Architecture Middleware  Event Broker  Collaboration Bus

Avaya’s Paradigm Shift Team Engagement Applications Communication Platforms Analytics Customer Engagement Applications Avaya Oceana Avaya Breeze Customer-directed innovation Customer-specific solutions Unique customer experience Open, modular applications Workflow simplification Why?

Breeze as a Innovation Platform Team Engagement Applications Communication Platforms Analytics Customer Engagement Applications Avaya Oceana Avaya Breeze Snap-in Add Functionality Snap-in Snap-in Snap-in Solve a Problem Snap-in Snap-in Avaya Breeze Customer-driven Workflow Business-driven Workflow

Example of an Email Interaction Email Server* POP3 / IMAP CRM Server* API /Web Svc In-Memory Data Matrix Attribute-based Routing Workspaces Client SDK Event / Data Collector Email CRM Context Store Work Assignment Agent Desktop Reporting Data Mart Avaya Breeze Workflow: Engagement Designer Email triggers flow Send Auto Response To/From Attributes Keyword Attributes Query Email Address Customer Attributes Customer Preferences Other Handles Query CustID / Handles Journey Attributes Historical Attributes Last Agent Recall Assemble Attributes Query for Match Select Agent ID Manage Queue Present Contact Interaction Cards Customer Journey Customer Details Receive Event Data Interaction Data Real-time Reports Historical Reports

Example of a Chat Interaction Email Email Server* POP3 / IMAP Chat Server* Website CRM Server* API /Web Svc In-Memory Data Matrix Attribute-based Routing Workspaces Client SDK Event / Data Collector Chat CRM Context Store Work Assignment Agent Desktop Reporting Data Mart Chat-bot CoBrowse Avaya Breeze Workflow: Engagement Designer Chat triggers flow Auto response sent CustID Attributes Keyword Attributes Query CustID / Name Customer Attributes Customer Preferences Other Handles Query CustID / Handles Journey Attributes Historical Attributes Last Agent Recall Assemble Attributes Query for Match Select Agent ID Manage Queue Present Contact Interaction Cards Customer Journey Customer Details Receive Event Data Interaction Data Real-time Reports Historical Reports

Innovation at the Speed of Business Agility Assimilate emerging technologies Deploy fast, succeed fast or fail fast Simplicity Modular mashup instead of ‘IT project’ Shared, ‘One-and-Done’ integrations Economy Pay only for the functionality used Business-driven solutions

Oceana = Breeze + Snap-in Bundles Channel Snap-ins Voice / WebRTC Email Chat / SMS Social Application Snap-ins Context Store Work Assignment Engagement Designer Co-Browse Chat Bot Mobile Video Oceananalytics Real-time Reports (Data Mart) Historical Reports (Data Mart) Oceana = 20 Most Popular Snap-ins Snap-in Snap-in Snap-in Snap-in Snap-in Snap-in Avaya Breeze Engagement Designer Workflows Oceananalytics Standard Reports

Customer Experience with Oceana Preferred channel Journey awareness Contextual interaction First contact resolution Proactive response Net Promoter Scores

Preferred Channel Options Live Chat Click to Call

Mobile Chat, Voice and Video Current Wait Time is: 3 Minutes

Customer Journey Map Website flow IVR / Self Service Mobile App Voice, Email, Chat, SMS, Social Per channel or per interaction Definable retention

Avaya > Support > Login “I’m having problems logging in to website” "Can you help me fix my controller? Dealer Locator

Avaya > Support > Login “I’m having problems logging in to website” "Can you help me fix my controller? Password Reset

Unified Omnichannel Desktop Voice Email Chat SMS Social Customer Detail Contact History Customer Journey Expert Presence

Once the call is accepted, the activity card displays icons for common functions for that interaction type. Technical Credit Repair eFolks

Avaya > Support > Login Avaya > Support > Promotions “I’m having problems logging in to website” I'm sorry you're having a problem, how can I help? I'm happy to help. Is the installer currently at your office? Are you having a problem with the website or mobile app? Are you trying to log in as a service provider or customer? Let me send you the link to our financing page http://www.avaya.com/ I seem to be having problems logging into the website IT Level 3 IT Level 3 IT Level 4

Avaya Oceananalytics Omnichannel Reporting and Analytics Oceanalytics Unified cradle to grave view across all sources Context Automated storage, processing, and analysis of real-time data Translate events to business measures for reporting REAL TIME HISTORIC Avaya Oceanalytics Customer journey mapping across disparate source systems Report Designer and ad-hoc report creation wizard Overarching points that cover both real time and historical Single, unified interface for real-time and historical reporting Modular extensible reporting and analytics framework Standardize raw event data for reporting and analytics across the enterprise Single engine to correlate, translate event data Actionable, rich visualization based on user definition 3rd party presentation applications as desired Best of suite or a la carte modules, to serve specific needs Event processor engine Report scheduling and delivery Feed enterprise data lake for data mining everywhere User management, security control, role-based access Data Collectors Oceana | CC Elite | Exp. Portal | POM | Third Party

When the call ends, the desktop shows agent, team, center or other group performance statistics.

Salesforce Desktop Integration

Customer Experience with Oceana Preferred channel Journey awareness Contextual interaction First contact resolution Proactive response Net Promoter Scores

Oceana NOW! Promotion Have Avaya Aura CC Elite 7 or Elite 6.3.15 deployed Want to enhance agent efficiency & lower costs Add chat, SMS, email for greater agent efficiency Shift channel mix to lower cost handling options Provide best choice of agent through single attribute-based routing / matching engine Deliver interactions with context improving agent efficiency Need to improve revenue Add chat, SMS, email to voice with context for agents Lower customer effort by adding digital channels Enable mobile customer care with two-way SMS Provide best choice of agent through single routing / matching engine reducing abandons Integrate contact center with back office to identify more opportunities, increase conversions Who are the target customers for this special offer? First, they need to have Avaya Aura CC Elite 7 or Elite 6.3.15 deployed and operational. Then there are three broad categories where many of your customers may fit into one or all three. Do you have customers that want to enhance agent efficiency and lower costs? Such as through adding chat, SMS, and email for greater efficiency, or by shifting the customer interaction channel mix to lower cost options. Additionally by selecting the best agent through one routing and matching engine for all channels, and delivering interactions to agents with context to improve their efficiency. How about customers that need to improve revenue? For example by adding chat, SMS, or email to voice; with context for agents, or making it easier for customers to contact you digitally, thus lowering the effort required, or with mobile customer service via SMS. And through the best choice of agent the first time reducing abandoned opportunities. We can also integrate with back office systems to identify more revenue opportunities and increase conversions. How about customers that want to improve agent retention? Do you have any of these types of customers? With the market leading agent experience via Oceana Workspaces, your customers can improve agent job satisfaction and reduce churn. Agents can also achieve a higher level of performance with interactions delivered in context and matched to agent capabilities. What customer doesn’t want to enhance efficiency, lower costs, improve revenue, or increase agent retention; or all of the above? I thing you're going to find that most of your customers will want to take advantage of what Ocean provides. Desire to improve agent retention Provide market leading agent experience to improve job satisfaction, reduce churn Best choice of agent via matching engine, interactions delivered in context for higher performance