1. Avaya Aura® Call Center Elite Multichannel 6.3 Customer Presentation

2. Consumers Are Driving Multichannel Adoption
“I’ll text, IM, , or chat. Please don’t make me call.”
The fact is your customers have transformed
In fact, society has changed – we are more aware, more informed, and more connected
And the way we interact has changed – we ARE more mobile, more “social”, and more networked...
Because of that, our businesses must respond and adapt – the traditional ways of managing relationships has changed ... forever
Today’s new “experience management” strategies are being driven by all these forces...
Changes in consumer demographics are rapidly leading to changes in how organizations are engaged - from tablet apps to social media, from video kiosks to instant messaging, the days of the toll free phone number being the dominant entry point into a business are fast fading
Organizations that fail to align their resources to proactively manage these changes can have their sales and service effectiveness rapidly impacted by declining satisfaction. They need to consider – today – how to implement adaptable, flexible, and scalable experience management platforms that provide customers access to resources across communication channels, and that enable end-to-end workflow integration with performance management and business intelligence.
The new success drivers will require real time insight and action; customer care organizations need to anticipate customers choice of how they want to be served and manage the end to end experience; they’ll need to understand the causes of poor customer satisfaction and dynamically adapt in real time, and they have to future-proof their operations & infrastructure for flexibility, to easily adapt to tomorrow’s changing customer expectations.
Voice calls aren’t for everyone

3. Consumers Are Saying…
82% would like it if organizations always offered different channels to meet their needs
68% say they expect the information they give an organization in one place (e.g., through its website) to be available in another
68% would like Web chat offered while they’re on the organizations website
82% agree that they buy more from companies who make it easier to business with them
Source: The Autonomous Customer 2013

4. Consumer Preferences Are Clear
“When you have problems with internet self-service, which help would you prefer?”
Phone
64%
68%
54%
49%
Call me button
28%
23%
Web chat
32%
Video chat
19%
Website FAQs
14%
16%
Online virtual agent
12%
Source: The Autonomous Customer 2013

5. 2013 Channel Preferences Web Chat, Social, & Video Are on the Rise
Lower than 2010
Same as 2010
Higher than 2010
77%
72%
64%
59%
53%
37%
26%
20%
14%
11% 5%
F2F
In Store
Web
Site
Overseas
Call Center
Phone
Web
FAQs
Web
Chat
Facebook
APP
Twitter
Video
Source: The Autonomous Customer 2013

6. Silo’d Multichannel Operations Are Not Effective
Multichannel Today
Silo’d Multichannel Operations Are Not Effective

7. The Contact Center of the Future
Social
Media
Web Chat
SMS Text
Mobile
Apps
Self
Service
Smart
Outbound
Video
Inbound
Calls
Next Gen
Call Center
Inbound Calls
Traditional
Call Center
Outbound Calls
Seamless Multichannel Customer Experience

8. Blended Multichannel Values
Customer Experience
Allowing customers to interact via their preferred method
Serve customers faster
Customers not required to repeat themselves
Increase
Revenue
Proactively engaging customers through web chat
Engaging customers through outbound calling
Quickly responding to social media issues before they become a problem
Reduce Costs
A single agent desktop for handling multiple types of contacts
Blending inbound and outbound calling
Preserving customer information across channels
Improved first contact resolution

9. Avaya Aura® Call Center Elite A Complete Contact Center Solution Stack
Elite Multichannel
CMS Unified Reporting
Experience Portal
One Touch Video
Avaya Aura® Call Center Elite with Multichannel
Avaya Aura WFO
Customer Connections Mobile
Avaya Aura®
Communication Manager
one-X Agent
Speech Analytics
Proactive Outreach Manager

10. Multichannel work item Multichannel Agent Desktop
Elite Multichannel 6.3
Multichannel work item
GA October 7th, 2013
6.3 Overview:
Capacity increase to 1,000 agents
Support of SIP endpoints
Single Server configuration
Support for WFO R11 and R12
Support for latest Microsoft SQL, Exchange and Internet Explorer 10
Localization (Delivered in 6.3.1) targeted for December 2013
Support for Experience Portal
Available on Elite 4.x, 5.x and 6.x
Availability
October 1, 2012 under Controlled Availability
Overview:
Adds introductory multichannel capabilities for up to 400 concurrent multichannel agents
Can be used in large Elite deployments where multichannel is required for only a subset of agents (<400)
, Web chat, SMS, Fax, and outbound dialing
Data Directed Routing
Simple to manage and deploy
Runs on customer provided servers
Limited Time Promotion:
Zero charge promotion for multichannel seats available for a 6 months (savings of $525 per seat) for new/upgrades to Elite 6.2
Previous releases (Elite 4.x, 5.x, 6.x) pay $525 per seat
Call Center Elite
Multichannel Agent Desktop
Add Multichannel and Preserve Elite Investment

11. Elite Multichannel Avaya Aura® Communication Manager
Extends Avaya’s Award Winning Call Center Elite – Add new channels with ease
Investment Protection – Preserves existing investments in Call Center Elite
Application Development Toolkit – Add new functions quickly and easily
Management Dashboard – View status of your contact center in real-time
Unified Agent Desktop – Blends inbound/outbound voice, web, mobile and social channels
Multimedia Contact Management – Manage all channels from a singled unified interface
Unified Reporting – Use your existing CMS reporting system to manage all voice and non-voice channels
Avaya Aura® Call Center Elite
Multichannel 6.3
Data Directed Routing
Unified Multichannel Agent Desktop
Application Development Toolkit
Screen Pops
Integrates with IP and one-X agent – E
Extends Avaya’s Award Winning Call Center Elite providing simple screen pop, data-directed routing, and basic multichannel features
Investment Protection enables Call Center Elite customers to further extend their investment by adding new capabilities to better serve their customers
Application Development Toolkit supports easy scripting and rapid application development, making it easy to adapt quickly to market and business changes
Management Dashboard facilitates agent monitoring/coaching & improves performance
Unified Agent Desktop offers flexible, configurable agent environment supporting both on site and remote/home agents and integrates with IP Agent and one-X Agent
Multimedia Contact Management leverages multichannel assignment of work items to ensure that the right skills are matched to the contact
Unified Reporting provided by Call Management System (CMS)
lite multichannel agent desktop looks at IP and one-X as a telephone set
Management Dashboard
Unified Reporting
Optional Premium Applications
- Avaya Experience Portal
- Avaya Call Management System
- Avaya Workforce Optimization
*Elite Multichannel requires a separate Windows Server

12. Inbound/Outbound Voice
Unified Agent Desktop
Unified Agent Desktop
Seamlessly integrates all inbound and outbound channels to increase agent productivity and customer experience
Channels Supported
View customer interaction history for current contact for faster call resolution and improved customer experience
Search the directory for a customer phone or to easily initiate outbound contact through mouse click
Easily record work-item related notes
Plug-in architecture allows for simple customization and external application integration to help reduce implementation cost
Allows agents to view real-time statistical information on personal work performance and contact center performance
Provides complete range of telephony functions
Integrate with Microsoft CRM and iClarity for remote agents
Inbound/Outbound Voice
Facsimile (Fax)
Point: Elite Multichannel provides an advanced unified agent desktop.
Elite Multichannel Desktop is Elite Multichannel's flagship desktop application for presenting multimedia work items to agents. Elite Multichannel Desktop uses plug-in architecture to give agents everything they need in one screen.
Without leaving their screen agents can:
receive and reply to work items from customers who make contact via:
telephone
web chat
receive and reply to Instant Messages from MSN Messenger, Microsoft Office Communicator, AOL or ICQ Instant Messenger
simple message service (SMS)
record specific, work item-related notes as well as general, session related notes
work quickly and efficiently by inserting auto text, spell checking their work and printing work items
view the conversation history of the customer they are dealing with
search a directory for a phone number or address
view real-time statistical information on their personal work performance
monitor the telephone activity and/or Microsoft Office Communicator IM presence of other call center agents or staff they work closely with
Elite Multichannel agent desktop application supports agent positions anywhere in the world through iClarity plug-in that increases agent satisfaction/retention and help reduce the cost of contact center operations. Note: iClarity plug-in along with user and telephony plug-in provides the same functionality as the one provided by IP Softphone. iClarity plug-in supports Road Warrior (VoIP) and Telecommuter speech modes.
Elite Multichannel Desktop also distributes internally held customer records to agents, prompting them to initiate contact with customers by phone. It also gives agents aElite Multichannelss to external applications within the Elite Multichannel Desktop interface (such as Internet Explorer) so they don't have to minimize their work screen.
Elite Multichannel Desktop can be configured to launch external applications in a separate screen. The application can be different depending on the work item type and task required. Elite Multichannel's multimedia technology means , mobile SMS texting and web-based customer inquiries are blended with inbound telephone calls. Customers enjoy the same benefits of priority queuing and distribution to agents with relevant skills and knowledge.
Elite Multichannel Desktop also offers a complete range of telephony functions (fully synchronized with desk phone), meaning the user can use their screen and mouse to:
make a call
answer a call
end a call
hold a call
divert calls
send DTMF tones
transfer a call
conference a call with up to six members
drop yourself or another party from a conference call
forward all incoming calls to voic or another extension
SMS/Text
Web Chat
Web Callback
© 2009 Avaya Inc. All rights reserved.

13. Unified Agent Desktop Elite Multichannel History Spell Check Auto Text
Directory
Printing
Call Information
Rules
Work Item Notes
iClarity
User
Voice
Work Item Alert
Wallboard
Python Breakout
Time in AUX
Display
MS CRM GUI
Contact Mgmt.
External Apl.
Container
Execute
Session Notes
Presence
Telephony
Simple Messaging
Preview Contact
Close Suspend
Work Item
GN8120 Headset
Customized
Forms
Enhanced Dial
Quick Dial
Custom Buttons
Save Close Doc.
Window
Elite Multichannel
Slide: Elite Multichannel Desktop Plug-ins
Following lists the Elite Multichannel Desktop Plug-ins, which are designed to increase the agent productivity and customer satisfaction by presenting relevant contextual customer information during contact processing:
AutoText. This plug-in presents two buttons to the user: (1) an AutoText button that allows the user to insert pre-defined text into their current work item to save typing time and (2) a Work Codes button that allows a user to assign a work code to a work item. Text for both buttons is categorized by topic and presented via a drop-down list.
Call Information. This plug-in allows the agent to view four plug-ins in a four-item grid.
Close Suspend Work Item. This plug-in allows the user to suspend a work item so it is presented to another agent at a later date. It also allows the user to close the work item and record the outcome of its suElite Multichannelss.
Contact Management. This plug-in allows the agent to add, change and delete a contact's information via Elite Multichannel Desktop's directory. It also allows an administrator to customize some of the field names in a contact's record. Such contacts data can be synchronized with Microsoft CRM contacts to consolidate all contacts at one place.
Custom Buttons. This plug-in allows an administrator to create buttons on the user interface that the agent can click to perform certain actions. It works in conjunction with Rules Plug-in. After a custom button is clicked, the event associated with that button is fired, triggering any rule set up for it within the Rules Window.
Customized Forms. This plug-in allows an administrator to add one or more additional work forms to multimedia work items. These work forms, which are aElite Multichannelssed via additional tabs on the side of a work item, are created via Contact Center
Express Control Panel.
Dashboard and Supervisor: These plug-ins gives supervisor visibility into agent status and performance. In addition, it allows supervisors to join the call as an observer/coach/participant.
DMCC: Allows Elite Multichannel Desktop to communicate with the station (phone) it is connected to as though the buttons were being pressed on the phone itself. On connecting to the station, the buttons configured in the Communication Manager for that station will displayed within Elite Multichannel Desktop f.e. Supervisor assist, Work codes, Call forward, Auto dial, Vu-Stats, EC 500, etc. It increases agent productivity by avoiding switching between desktop and desk phone. Note: Avaya CM 5.1 or newer is required to use DMCC functionality.
Directory. This plug-in allows the agent to search a database for a contact based on first name, last name, full name or phone number. Once found, they can dial the contact or transfer / conference an active call through mouse click.
. This plug-in allows the agent to receive work items. capabilities are: Close , Reply to sender, Reply to all, Forward, Forward to Subject Matter Expert (SME), Suspend, Send, Attach File.
Template. This plug-in allows the agent to insert text and attachments belonging to an template into the body of any replied to or forwarded work item.
Enhanced Dial. This plug-in allows an administrator to include user-to-user information, which follows a customized format, with a new outbound call, transferred call or conferenced call.
External Application Container. This plug-in allows the agent to view and use a completely different application within the Elite Multichannel Desktop interface.
External Application Execute. This plug-in allows you to transfer information from an incoming work item to another application. It copies information from the incoming work item and stores it in an XML file which is then sourced by the external application. The application launches independently of the Elite Multichannel Desktop interface.
GN8120 Headset. If agents are using iClarity Plug-in with Elite Multichannel Desktop, this plug-in allows them to use the GN8120 headset.
History. This plug-in allows the agent to view or change information in old work items as well as view a customer's conversation history. The History tab (plug-in) allows you to:
Open a previously closed work item so you can remember the customer's situation or issue
Open a previously closed work item and perform some action, such as replying to an work item or calling a customer from a preview contact work item.
View the conversation history of the customer you are currently dealing with.
The Customer History tab displays the conversation and interaction history of the customer you are currently dealing with.
The Agent History tab displays a list of work items that you (or another agent you specify) have previously worked on. It gives you the ability to search for work items based on type ( , preview contact or simple messaging), age and state.
iClarity. This plug-in gives Elite Multichannel Desktop voice over IP functionality. When an agent makes or receives a call, iClarity enables them to speak to and hear the other party via a headset connected to their PC or the PC's microphone and speakers.
Microsoft-Office-Communicator (MOC) client. This plug-in allows agents to view the IM presence of subject-matter-experts within the company. Combined with voice presence shown in Presence plug-in, agents can easily identify the availability of subject-matter-expert to seek help and increase first-call-resolution.
MS CRM Gui. This plug-in allows the agent to view and edit MS CRM contacts and accounts when incoming work items are received. It also allows an administrator to create rules that automatically perform actions on MS CRM call events.
Presence. This plug-in allows the agent to monitor the telephone activity of other call center agents or staff they work closely with. A quick mouse-over this tab and the Presence window will provide an array of details as to an agents availability as well as contact information. Presence allows you to monitor a group and several tabbed sub-groups and people within those groups. To contact any of the agents displayed in Presence simply right click anyway along their information line to reveal various options to call, transfer or engage conference options
Preview Contact. This plug-in allows the agent to receive preview contact work items.
Printing. This plug-in allows you to print all the information associated with a work item. It displays as a single button.
Python Breakout. This plug-in allows a developer to invoke IronPython scripts when Elite Multichannel Desktop events are triggered.
Quick Dial. This plug-in allows the agent to create buttons on the user interface that can be quickly clicked when they want to call someone they talk to regularly. It saves them from typing in the number or searching the directory.
Rules. This plug-in allows you to create rules that will automatically perform actions on call events that meet certain criteria. For example, you can configure a rule to deflect calls from a specific phone number to voic .
Save Close Document Window. This plug-in allows the agent to save new and edited data back to the ASContact Database, the telephone directory used by Elite Multichannel Desktop.
Session Notes. This plug-in allows the agent to record notes to help with their day-to-day work, i.e.. notes that don't specifically relate to a work-item.
Simple Messaging. This plug-in allows the agent to receive simple messaging work items.
Spell Checker. This plug-in allows the agent to check the spelling accuracy of their work item text. It displays as a single button.
Supervisor. This plug-in gives supervisors visibility into agent status and performance to proactively manage customer experience.
Telephony. This plug-in connects the agent to the Avaya Communication Manager.
Time In AUX Display. This plug-in adds a time counter to Elite Multichannel Desktop's status bar that displays how long the agent spends in any of the three work modes: Auxiliary, Available and After Call Work.
User. This plug-in allows the agent to log in and out of skills, change agent mode, select reason codes, aElite Multichannelss voic and forward calls to another agent. It displays as an interface toolbar.
Voice. This plug-in allows the agent to make, answer, transfer, conference and end calls. It displays as an interface toolbar.
Wallboard. This plug-in displays real-time and statistical information on agents, VDNs, queues and splits/skills.
Work Item Notes. This plug-in allows the agent to record work item-related notes. Several notes can be stored for one work item and they are displayed chronologically at the top of the window.
Work Item Alert. This plug-in alerts the agent with a pop-up window when a new work item arrives.
Application architecture provides Elite Multichannel agent desktop with simplified, easy to use façade that hides the complexity from agents to increase productivity
Elite Multichannel provides almost 40 application services and all are provided at no charge. Users can choose to load all or selective applications.
Open architecture allows developers to easily create their own application to provide custom functionality thus reducing implementation cost
© 2009 Avaya Inc. All rights reserved.

14. Elite Multichannel 6.3 Components
Avaya Aura® Communication Manager
SIP, IP and traditional telephony services
Avaya Application Enablement Services (AES)
Provides the TSAPI (Telephony Services Application Programming Interface) interface to communicate with Avaya Aura Communication Manager
Elite Multichannel XML Server
Interface between agent desktop and communication services
Elite Multichannel Agent Desktop
Provides graphical user interface (GUI) for all contact types
Displays screen-pops for incoming contacts and preview outbound work items
Elite Multichannel XML Server
Avaya Aura®
Communication Manager 4.x, 5.x, 6.x
Avaya Application
Enablement Service and 6.2 and above
Elite Multichannel Agent Desktop running XML Client

15. Elite Multichannel Email Delivery Example
Corporate
Server
Gateway
Call Center Elite
Multichannel Server
Deliver desired work item
DMZ
Queue
Work Item
Call Center Elite multichannel uses a ‘virtual call’ as the foundational construct to deliver non-voice work items to staffed Elite agents
Call is generated by an application and has no physical station
Makes use of unified routing which is essentially the blending of and web-based customer inquiries with inbound telephone calls in a common framework
Avaya Application
Enablement Services 5.2.4, 6.2 and above
Avaya Aura®
Communication Manager
Elite Multichannel Agent Desktop

16. Elite Multichannel Agent Desktop
Reply
Voice Work Item
Chat Work Item
Work Item
Wallboard
Auto Text Inserted
Work item
notes for efficient information exchange between agents
Templates for faster responses
Customer history Plug-in

17. The Contact Center Manager
Benefits:
The Customer
The CFO
The CIO
The Contact Center Manager
Issues are more likely to be solved on first contact
Agent knows about previous interactions
Connect with a business from a mobile device, a Web site, or via Text messaging
Caller to agent match rates are optimized reducing costs
Slim architecture reduces ongoing maintenance costs
Use of home agent resources for contact spikes and to draw from a broader talent pool
Minimal hardware to maintain
Investment protection in the core call center
5 9’s reliability
Simple to manage day-to-day operations
Blended voice and multichannel reporting in CMS
Maximize agent productivity with blended inbound/outbound and non-voice contacts
Shorter wait times and fewer abandoned calls
Point: To communicate specific benefits of the Elite Multichannel solution
Your customer will be able to see the benefits of Elite Multichannel seen through the eyes of the customer, CFO, CIO and Contact Center Manager. These slides function, thematically, as a counterpoint to the customer and business problems discussed earlier on slides (thought balloons) 17 17 17