© 2011 Avaya Inc. All rights reserved. 1 PNW Avaya User Group Avaya Contact Center Suite Overview John Boyle, Application Specialist, Avaya

©2010 Avaya Inc. All rights reserved.2 22 Minutes … MSG SOLD OUT!!!

©2010 Avaya Inc. All rights reserved.3

Your Company … Top of mind business issues Improve customer satisfaction...experience … delight …while reducing operational costs. AND …increasing profits/revenue

©2010 Avaya Inc. All rights reserved. No Single Interaction Channel is Sufficient Need to be Proficient in all Channels Customer Interactions Are Changing Source: Webtorials Editorial/Analyst Division Percent of Respondents Voice (agent) Fax Voice (self) WebSMSChat Video Social Media IM

©2010 Avaya Inc. All rights reserved. Interactions are Changing Customer Satisfaction Risks are Increasing Demographics are Changing Consumers Driving Massive Change Sources: PricewaterhouseCoopers LLP and Retail Forward, Owned by Kantar Retail; Webtorials Editorial/Analyst Division; and Yankee Group, 2009, McKinsey The VALUE of Any Interaction Is Defined By Its CONTEXT

©2010 Avaya Inc. All rights reserved. End to End Services Assisted Experience Management Avaya Agile Communication Environment (ACE) or CS1000 Automated Experience Management Performance Management Creation, Orchestration and Administration Avaya Aura ® Contact Center Suite End-to-end experience management Chat MM S SMS Video XML Web Voice SM

©2010 Avaya Inc. All rights reserved. Customer Instant Messaging Business Applications Customer Service Representatives Billing Expert Collections Specialist Back-office Specialist Avaya Aura Contact Center Suite Overview Avaya Aura Agent Desktop AWFO Avaya IQ Avaya Aura CC AEP

©2010 Avaya Inc. All rights reserved. Avaya Aura Contact Center Multi-Channel Assisted Care 9 What’s new?  Unified Agent Desktop, Consolidated Reporting,  Unified agent desktop  Consolidated reporting  Control Manager for moves/adds/changes  Experience Portal and Proactive Contact integration  Multi-site networking for virtual contact center capabilities  Business continuity and resiliency with geographic redundancy and high availability options What is It?  Award winning assisted care solution that delivers the multimedia collaboration capabilities required for a context-rich, customer experience Why does it Matter?  By creating a complete view of the customer and the context of their interaction, Avaya Aura® Contact Center allows businesses to manage the customer experience in a way that consistently delivers a superior level of engagement. Voice and Multimedia: Avaya Agent Desktop (AADD) Voice Multimedia Avaya Aura Contact Center Avaya Contact Center Control Manager (Optional) Avaya Voice Portal / Experience Portal (Optional) Avaya Aura Session Manager (Optional)

©2010 Avaya Inc. All rights reserved.Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Avaya Aura Agent Desktop (AAAD) Single Agent Desktop for all Contacts Benefits:  Increased agent productivity – utilize customer response delay time  Ease of deployment / management for Information Technology staff  Agent empowerment Benefits:  Increased agent productivity – utilize customer response delay time  Ease of deployment / management for Information Technology staff  Agent empowerment Features:  Out-of-the-box Agent Desktop for voice only & multimedia  Simultaneous, multiple contact handling  “Smart Client” application (.NET 3.5), compatible with thin client topologies such as Citrix and MS Remote Desktops  Context sensitive telephony functionality  Activity and Not-Ready Reason Codes drop-down menu  Agent/Skillset/Application real-time statistics  Voice delivered either by physical phone or softphone Features:  Out-of-the-box Agent Desktop for voice only & multimedia  Simultaneous, multiple contact handling  “Smart Client” application (.NET 3.5), compatible with thin client topologies such as Citrix and MS Remote Desktops  Context sensitive telephony functionality  Activity and Not-Ready Reason Codes drop-down menu  Agent/Skillset/Application real-time statistics  Voice delivered either by physical phone or softphone

©2010 Avaya Inc. All rights reserved.11 Handling Faster Handling with Editor Functions Auto Suggest Prepared response given to agent Reply Options To/CC/BCC editing Full style editing e.g. font, size, bold, italics, 216 colors, bulleted and numbered lists, insert tables, images, hyperlinks, etc. History Agent can Review trail Templates HTML or Text based

©2010 Avaya Inc. All rights reserved.Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Features:  Preview and Progressive Outbound solutions  Multiple number support  Multiple time-zone support  Web services support Features:  Preview and Progressive Outbound solutions  Multiple number support  Multiple time-zone support  Web services support Benefits:  Increased customer satisfaction  Post purchase quality assurance, installation or configuration help  Timely information and deadline reminders reduces defaults and penalties  Higher revenues and profitability  Alert customers to take action when they are more likely to  Increase customer satisfaction and collections  Greater efficiency & lower costs  Shape the type and amount of incoming contacts and  Encourage self service Benefits:  Increased customer satisfaction  Post purchase quality assurance, installation or configuration help  Timely information and deadline reminders reduces defaults and penalties  Higher revenues and profitability  Alert customers to take action when they are more likely to  Increase customer satisfaction and collections  Greater efficiency & lower costs  Shape the type and amount of incoming contacts and  Encourage self service AACC Integrated Outbound Capabilities completed software based solution

©2010 Avaya Inc. All rights reserved. Avaya Social Media Gateway Making sense of the social web 13 Avaya Social Media Manager Standard Media Social Media Generic Contact Routing Managed Agents & Experts Scan and process events from social media using existing Avaya Contact Center infrastructure Contact Center Inbound Contact

©2010 Avaya Inc. All rights reserved. Aura Experience Portal End-to-end experience management 14 What’s New?  EP is latest major release of Avaya’s market leading, multiple award winning Voice Portal  Supports a wide array of apps and services: POM, Callback Assist, SpeechDial, many others!  Includes Intelligent Customer Routing option for added service optimization and cost savings  AACC integration for intelligent agent selection  Enhances MPS Developer and VoiceXML app support for easier migration when users ready What is It?  NEW software platform for orchestration of multimedia customer experience applications Why does it Matter?  Orchestrates delivery of best possible multi- channel customer experience at the lowest cost  Simplifies contact center infrastructure complexity reducing total cost of ownership Unified Experience Orchestration Customers Agent Assist Expert Assist Self-Service Contextual Collaborative Speech E Mail Text Video Social Aura® Experience Portal

©2010 Avaya Inc. All rights reserved.15 Aura Experience Portal (AEP) managing multimedia inbound/outbound interactions Proactively Managing multimedia inbound/outbound automated and assisted care Outbound Voice Text E Mail Customer Inbound Customer Voice Experience Portal SIP Proactive Outreach SIP Self Service Live Agent/ (as needed) Reminder Service Update Welcome Aboard msg Account Information Bill Payment Service Change/Cancel Call Back Assist Applications

©2010 Avaya Inc. All rights reserved. Avaya Aura Workforce Optimization maximize your most important asset How does it Work?  CR & QM delivers quantifiable agent performance data through audio & screen recording  Workforce Management automates agent scheduling by forecasting staffing  Performance Management: scorecards agents, supervisors, executives, with extensive set of KPI's.  New in WFO 10.1 (Feb): – Merge of the Nortel and Avaya recording software streams – SIP recording with AACC 6.0 / 6.1 and screen recording – Performance Management Coaching (Avaya-branded) 16 What is It?  A suite for recording, analyzing and optimizing customer interactions in the Contact Center Why does it Matter?  Provides information businesses need to make informed decisions about agents, processes, and quality of service, improving customer satisfaction and retention

©2010 Avaya Inc. All rights reserved. Avaya IQ End-to-end reporting and analytics What’s new?  Integration with Avaya Aura Contact Center for Unified Reporting and Analytics. Now includes:  Inbound voice (CC Elite)  Outbound voice (Proactive Contact)  Self-service (Voice Portal)  Multi-channel (AACC)  CMS functional parity with Call Work Codes  Cost-effective all-in-one server turnkey configuration What is It?  Unified reporting and analytics tool that relates contact center performance to business results Why does it Matter?  Companies need to know if the customer experience they deliver is giving them a competitive edge, and to analyze which decisions are delivering cost-effective results.

©2010 Avaya Inc. All rights reserved. Aura® Orchestration Designer Orchestrate the end-to-end customer experience 18 What’s New?  One tool for design, simulation, maintenance of inbound/outbound self service and AACC scripts  Supports Aura® Experience Portal, Aura® Contact Center, Voice Portal, MPS, IR  Leverages best practices from Dialog Designer and Service Creation Environment  Built on Eclipse open source framework for easier integration with other 3 rd party tools  It’s FREE! Ships at no cost with many of our platforms or downloadable from avaya.com What is It?  Single design tool for Aura® Contact Center suite customer experience apps Why does it Matter?  Accelerates experience app design and time to market, lowers development costs, and improves your response to what customers want

©2010 Avaya Inc. All rights reserved. Avaya Contact Center Control Manager End-to-end Configuration, Management and more Why does it Matter?  Provides common administration across the Avaya contact center portfolio Visual Call Flow Designer What is It?  Provides centralized operational administration exclusively for Avaya Contact Center Applications How does it Work?  Lower Costs: Can be operated by non- technical personnel, freeing IT resources to focus on higher value-add IT issues than basic administration of existing systems  Improved Operational Effectiveness and Customer Satisfaction: shifts administration responsibilities from IT to business managers who are closer to business process requirements

©2010 Avaya Inc. All rights reserved.20

©2010 Avaya Inc. All rights reserved. Additional Information

©2010 Avaya Inc. All rights reserved. “6” Steps to Run an Outbound Campaign Preview and Progressive Outbound Step 1 – Create an Outbound Script Step 2 – Create an Disposition Code Step 3– Create an Outbound Campaign with Script Step 4 – Add Customer Details Step 5 – Activate Campaign Step 6 – Monitor Progress

©2010 Avaya Inc. All rights reserved.23 Voice Screen Pop Out of the box 1) Basic screen-pop of Knowledge application/CRM within AACC agent desktop, allowing Agent to search knowledge base

©2010 Avaya Inc. All rights reserved.24 Voice Screen Pop Out of the box 2) Automated search of Knowledge Base/CRM on contact intrinsic like Skillset, IVR entered digits etc. - allowing knowledge Base/CRM UI to be customised for the agent in real-time

©2010 Avaya Inc. All rights reserved.25 Web Chat Handling – Context Sensitive Context Sensitive Agent Chat Handler Transaction History Captures history of , text chat and IM for this transaction. Customer Status Connect/Disconnecte d Dropdown Activity Codes Agent Activity Stats Skillset Name, time on Contact Contact Tabs One for each active contact Chat Log Optionally to Customer

©2010 Avaya Inc. All rights reserved. Reporting and Monitoring Demonstration & Discussion

©2010 Avaya Inc. All rights reserved. Operations – Reporting & Analytics Overview

©2010 Avaya Inc. All rights reserved. Avaya Performance Center (APC) Unified Platform Supports Out-of-the box templates and customized reports Cradle-to-grave Real-time and historical Multimedia Profile-based user access Operations – Reporting & Analytics Demonstration

©2010 Avaya Inc. All rights reserved.29 Avaya IQ 5.0 – Voice Portal Support  Assess at what point in self-service callers leave or opt out for an agent

©2010 Avaya Inc. All rights reserved.30 Evaluate a Process Group  What happened in self-service for the entire process group?  Click on an individual process to drill-down to details

©2010 Avaya Inc. All rights reserved.31 Analyze Self-Service Experience  How many contacts were handled?  What percent left self-service for an agent?  How much time was spent in self service?  What was the average agent talk time? Click here to assess the trend

©2010 Avaya Inc. All rights reserved.32 Assess the Self-Service Trend

©2010 Avaya Inc. All rights reserved.33 Evaluate the Complete Customer Experience  Expanded Cradle to Grave reporting includes both Self- Service and Assisted Service Self-Service Assisted Service

©2010 Avaya Inc. All rights reserved.Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Traditional Environment Customer Data Customer Data Customer Data Self-Service Customer Routed to Agent Customer Routed to Agent CTI Resources Brought to the Customer ? Customer Context Recording Customer Service Collaboration Session Agent Assist Customer Multi-Channel Service Self-Service Expert Assist Media Anchoring Recording Interactions: “Push” vs. “Anchor”

©2010 Avaya Inc. All rights reserved. The right workforce …with the right skills …doing the right things …and doing them really well …to achieve corporate objectives Workforce Optimization Overview

©2010 Avaya Inc. All rights reserved. Workforce Optimization Demonstration