ipo contact center final

5/23/2018 IPO Contact Center Final

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IP Office Contact Center (IPOCC)May 2014 Tech Transfer


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IP Office Contact Center Overview


3/35AvayaConfidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 3

Avaya IP Office Contact CenterCustomer Experience Management

Contact Center

NetworkingSecurity

Collaboration



Avaya Contact Center Solutions for IP Office

Voice

Multi-channel

Integratedadvanced

applications

Suite-basedenterprise

features (HA,session mgmt.)

4005 25030 50 100

PrimaryCompetitors:ShoreTel

Voxtron (BT)

Altitude

Presence

Primary Competitors:Genesys Express

Cisco UCCx

Altitude

PresenceHuawei

Primary Competitors:Genesys

Cisco

Interactive Intelligence

Altitude

Primary Competitors:Genesys Express

Cisco UCCx

Altitude

PresenceHuawei

Avaya Contact Center offers based on Avaya Aura

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

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

Competitors:

Cisco UCC-X

InteractiveIntelligence CIC

Aspect

ShoretelGenesys Express

Huawei

Shoretel

Etc.

Avaya Contact Center Select

GA June 24

Avaya IP Office Contact Center

GA Feb 28

Contact Center Solutions for IP Office



28thFebruary

Available in English Language for 33 Countries





Avaya IP Office Contact Center for the Mid Market

Multichannel include email, web chat and voice

Skills based routingEliminate transfers

Call recording/Call reportsEliminate conflicts, improve agent/customer interactions, measure

agent performance

Outbound dialing

Use agent down time to automatically make outbound callsReal time reportsMonitor wait times - move agents between groups on the fly

IVR

Offer self service to free up agent time



Universal Queue

Media-specificSkills-based routing

Contact CenterResources

Agent

AgentGroups

WaitingAnnouncements

ExternalDestination

IVR

OutboundDialer

Email

Web Chat

Voice

Customers andProspect

Avaya IP Office Contact Center is Multichannel



IP Office Contact CenterPowerful features

Any mix of voice, email, web chat Its how your customers customers

wants to do business!

Skills-based routing

Delivers optimum customer experience

Outbound campaigns - Preview &progressive dialing

Drive greater revenue, increase agentefficiency

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

Email

Web Chat

Voice



IP Office Contact CenterPowerful features

Real time & historical reports

email/web/voice transactions

Powerful, customizable agent desktop

click to call, multichannel view etcCall recording for every Agent and

Supervisor

Improves agent performance,eliminate conflicts

Built in IVR promotes self service

Reduce agent handle time



Targets customers with up to2000 employees, 5 to 100agents

Sweet spot: 10 to 60 agents

Single site with IPO 500v2 ormultiple locations with IPOServer Edition

Avaya IP Office Contact CenterScalable



Real Time Information

Overview of contact centerstatus

Individual monitoring screenwith integrated telephony

function

Information available foragents, team leaders andsupervisors

Waiting queue of all tasksincluding Email & Chat

Service level information


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AvayaConfidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 12

Email Processing

Answer, create,

postpone and forward

Integrated address book

Text blocks definable to

assure high quality

answers and speed

Channel prioritization

anddefinable workload per

Agent


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Supervisor Applications

Real Time Information- Manage, configure & view real-time ContactCenter statistics

Reporting- Manage, configure & view historical, counter based

Contact Center statistics

Agent Status Report - Configure & view statistical information aboutagent activities that are notconcerning call or e-mail handling.

Contact Details Report - Configure and view statistical information aboutsingle contacts (calls or e-mails).


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Real Time Data

Waiting queue of all channels including

Emails and Chats- Lists of waiting calls/emails

- Service level- Thresholds

Agent state per Agent Group/Team- Integrated Telephony functions

- Remote login/logoff, sign on/sign off


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StatisticsCounter 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


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Historical Reporting

Statistics Counters available for topics, agents, AG, team,

Export to Excel (optional automatic use of customerdefined 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


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Agent Status and Contact Details

Agent Status Report: Not task related events

Contact Details Report

Cradle to grave reporting


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Administrator Applications

Configuration - Configure mainContact Center elements

Task Flow Editor - ConfigureContact Center routing rules

UI Configuration - Configure &

assign Contact & Cockpit Bars,Home & Telephony features

IVR Editor - Configure IVR scripts,Announcements & user response

Dialer - Configure outbound dialerjobs & campaigns

Email- Configure email (UMR) core

components

Text Blocks - Configure blocks of textused for Email auto reply templates

Address Book - Configure addressbook access and availability to Email


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Administration Landing Screen

Aggregated Contact Center Services and Elements

Configured system connections

Multi-modal communication elements

Agent, Agent Groups, Teams and Topic views


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Task Flow EditorTask Flow Menu


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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

Speech recognition (ASR)

Text to Speech (TTS)


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22

IP Office Contact Center: Engineering theSolution


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IP-Office Integration, TechnicalOverview

IPOCC

Customer calls

0711135865000

IPO

IPOTaskserver

SIP Ext 350

Port 5060

Chap

SIP Ext 350

Port 5070

Topics

Queue

VoiceExtensionAdapter

(VEA)

5000-5029

Short

Codes

IP 135.124.109.136IPO

IP

135.124.108.199

Trunk

IVR

IVR

Public

Network

IPOCCCore/Routing/Realtime/Statistic

etc

IPO User + PhoenixAgent

CTI

IPOCC Server


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Avaya IP Office Contact CenterInstallation

Window s MSI

About 2-3 hfor 20 Agents

About 1 h for20 Agents

Depends onrequirements

ExcelCollectCustomer data

InstallIPOCC Software

ImportCustomer data

CustomizeTo c ustom er needs


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Single site5 to 30 agents

5 to 100 agentsUp to 32 locations

IP Office 500v2 R9.0.2

IP Office ServerEdition R9.0.2

Partner provided serveror virtualized server to runIP Office Contact Center

Avaya IP Office Contact Center SolutionConfiguration

Application server(VMPRO)

Partner providedserver

or virtualizedRuns IPOCC

1 x HD contact recorder1 x HD VMPRO

Hard disk installedin server for

contact recorder


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Agent Capacity Add to IP Office IP Office Contact Center Server

IP OfficeServer Edition

Up to 100 agentsat up to 32 nodes

supported by theprimary server

PROVISIONAdditional Hard Drive

on SE Server

Contact Recorder

Partner-Supplied Server

Windows 2008R2 or 2012 R2 Server

Minimum hardware requirement Intel Xeon E3 Quadcore 3.1 GHz

8GB DDR3 ECC 1 x Seagate ST500DM002

500GB formatted capacity, 7200 RPM,

16MB cache, SATA interface, RAID1

RAID controller (Intel C202) onboard

1 x 1GB NIC

Sample servers Dell D210/220

Fijitsu PrimergyTX1000S3p

IP Office500v2

Up to 30 agentsat a single site

(no multisite contact

center support over SCN)

ADDPartner-Supplied

Application Server

2 x hard drives

VMPro

Contact Recorder

IP Office Contact Center Configuration SpecsSold as software ISO or OVA English only deployments


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IPOCC Country SupportCountries Supported Desk Top

OSServerOS

GA-Unrestricted

General Availability Feb 28, 2014

United States, Canada, United Kingdom, English English Feb 28, 2014

Australia, New Zealand, India

Wave 1 Additions

Singapore, Philippines, Thailand,

Malaysia, Indonesia, South Africa, UAE,

Ecuador, Kuwait, Indochina (Vietnam,

Laos, Cambodia, Myanmar).

English English Mar 17, 2014

Wave 2 Additions

Hong Kong, Turkey, Brasil, Mxico,

Caribbean Islands, Panama, Costa Rica,

Peru

English English Apr 7, 2014

Wave 3 Additions

Netherlands, Sweden, Denmark,

Norway, Saudi Arabia, Finland, Belgium,Czech Rep, Israel

Local English May 5, 2014


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Licensing & Quoting Information


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Four Codes Simple Configuration

IP Office Contact Center

Description Avaya List Price

Base software (IP Office SE/500v2) $2255

Voice Agent license $670

Multichannel Agent license (add to voice agent license) $402

Supervisor license (includes voice and multi-channel) $1205

Less time designing the

solutionDo budgetary designs on

the fly

Quoting in EC and ASD(One Source)


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IP Office Support Services (IPOSS)

IPOCC Per-agent Price Component: 1 year list price

IPOSS 1-yr List Price

Voice Agent Multichannel Agent Supervisor Agent

Wholesale Co-Delivery Wholesale Co-Delivery Wholesale Co-Delivery

8x5 RTS $99.96 $75.00 $60.00 $45.00 $180.00 $135.0024x7 RTS $125.04 $94.08 $75.00 $57.00 $225.00 $169.08

3 and 5 year options available


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IP Office Contact Center Roadmap


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IPOCC Roadmap

IPOCC R9.0.3SP planned GA June 20, 2014

TAPI-D for improved MSI installations

R210 IPOCC turnkey hardware platform

General improvements

IPOCC R10 planned GA 2QFY15


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Session Summary

IP Office Contact Center supports 5100 Agents andSupervisors

Deployed as ISO or OVA in English only

Supports Voice, Email and Chat in a blended agent

environment

Universal Queuing

Uses TAPI and one SIP extension for all telephony andmedia traffic

Implementation using .csv file for ease of installation

Roadmap for Hosted IPOCC


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Material Links

Useful Links SMBS Pre-Sales Technical Support Group

IP Office Online Knowledgebase

Avaya Documentation

Contact Center Toolkit (SMB)

Demo

IP Office Contact Center Demo

Note: trial version

Other useful links

All Collateral for CC Solutions on IPO

Customer-Ready Collateral for CC Solutions on IPO

Sales Collateral for CC Solutions on IPO
https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?c=a3da0000000LUmsAAG&com.salesforce.visualforce.ViewStateCSRF=K8YQat3EVVUxhSNtwRLEDzt5VC5_Hxj9z4dMzUUb4q91BSPVDayVASHaThXsH7jevd36xMgTwSGvP4BPtF3j688i2lLXyTR1DZOI0GB8j3d7TtmIuaWQGnVLwJRAFYR9mgTKGrP4UwOaJbTAOzbqqq04X5w=&com.salesforce.visualforce.ViewStateVersion=201404141923160566&Id=a3ja0000000LmN2AAK&j_id0:j_id2:j_id12:j_id13:j_id27:j_id28:j_id30=j_id0:j_id2:j_id12:j_id13:j_id27:j_id28:j_id30&j_id0:j_id2:j_id12:j_id13:j_id27:j_id28:j_id30:j_id31:0:filter=on&j_id0:j_id2:j_id12:j_id13:j_id27:j_id28:j_id30:j_id36=Applyhttp://portal.avaya.com/ptlWeb/spCP/CS2004121417415743009/C2004128223019631001/SN2004121417416795067/SN2004121417416795067http://marketingtools.avaya.com/knowledgebasehttp://support.avaya.com/https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?c=a3da0000000LUmsAAG&com.salesforce.visualforce.ViewStateCSRF=K8YQat3EVVUxhSNtwRLEDzt5VC5_Hxj9z4dMzUUb4q91BSPVDayVASHaThXsH7jevd36xMgTwSGvP4BPtF3j688i2lLXyTR1DZOI0GB8j3d7TtmIuaWQGnVLwJRAFYR9mgTKGrP4UwOaJbTAOzbqqq04X5w=&com.salesforce.visualforce.ViewStateVersion=201404141923160566&Id=a3ja0000000LmN2AAK&j_id0:j_id2:j_id12:j_id13:j_id27:j_id28:j_id30=j_id0:j_id2:j_id12:j_id13:j_id27:j_id28:j_id30&j_id0:j_id2:j_id12:j_id13:j_id27:j_id28:j_id30:j_id31:0:filter=on&j_id0:j_id2:j_id12:j_id13:j_id27:j_id28:j_id30:j_id36=Applyhttp://demosondemand.com/clients/avaya/001/page/prerelease_AVYA001.asphttps://avaya.my.salesforce.com/apex/sp_ContentClassificationListPage?Id=a3ja0000000LmN2AAK&cat=All%20Collateralhttps://avaya.my.salesforce.com/apex/sp_ContentClassificationListPage?Id=a3ja0000000LmN2AAK&cat=Customer-Ready+Collateralhttps://avaya.my.salesforce.com/apex/sp_ContentClassificationListPage?Id=a3ja0000000LmN2AAK&cat=Sales+Collateralhttps://avaya.my.salesforce.com/apex/sp_ContentClassificationListPage?Id=a3ja0000000LmN2AAK&cat=Sales+Collateralhttps://avaya.my.salesforce.com/apex/sp_ContentClassificationListPage?Id=a3ja0000000LmN2AAK&cat=Customer-Ready+Collateralhttps://avaya.my.salesforce.com/apex/sp_ContentClassificationListPage?Id=a3ja0000000LmN2AAK&cat=Customer-Ready+Collateralhttps://avaya.my.salesforce.com/apex/sp_ContentClassificationListPage?Id=a3ja0000000LmN2AAK&cat=Customer-Ready+Collateralhttps://avaya.my.salesforce.com/apex/sp_ContentClassificationListPage?Id=a3ja0000000LmN2AAK&cat=All%20Collateralhttp://demosondemand.com/clients/avaya/001/page/prerelease_AVYA001.asphttps://avaya.my.salesforce.com/apex/sp_ViewDetailPage?c=a3da0000000LUmsAAG&com.salesforce.visualforce.ViewStateCSRF=K8YQat3EVVUxhSNtwRLEDzt5VC5_Hxj9z4dMzUUb4q91BSPVDayVASHaThXsH7jevd36xMgTwSGvP4BPtF3j688i2lLXyTR1DZOI0GB8j3d7TtmIuaWQGnVLwJRAFYR9mgTKGrP4UwOaJbTAOzbqqq04X5w=&com.salesforce.visualforce.ViewStateVersion=201404141923160566&Id=a3ja0000000LmN2AAK&j_id0:j_id2:j_id12:j_id13:j_id27:j_id28:j_id30=j_id0:j_id2:j_id12:j_id13:j_id27:j_id28:j_id30&j_id0:j_id2:j_id12:j_id13:j_id27:j_id28:j_id30:j_id31:0:filter=on&j_id0:j_id2:j_id12:j_id13:j_id27:j_id28:j_id30:j_id36=Applyhttp://support.avaya.com/http://marketingtools.avaya.com/knowledgebasehttp://portal.avaya.com/ptlWeb/spCP/CS2004121417415743009/C2004128223019631001/SN2004121417416795067/SN2004121417416795067http://portal.avaya.com/ptlWeb/spCP/CS2004121417415743009/C2004128223019631001/SN2004121417416795067/SN2004121417416795067http://portal.avaya.com/ptlWeb/spCP/CS2004121417415743009/C2004128223019631001/SN2004121417416795067/SN2004121417416795067https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?c=a3da0000000LUmsAAG&com.salesforce.visualforce.ViewStateCSRF=K8YQat3EVVUxhSNtwRLEDzt5VC5_Hxj9z4dMzUUb4q91BSPVDayVASHaThXsH7jevd36xMgTwSGvP4BPtF3j688i2lLXyTR1DZOI0GB8j3d7TtmIuaWQGnVLwJRAFYR9mgTKGrP4UwOaJbTAOzbqqq04X5w=&com.salesforce.visualforce.ViewStateVersion=201404141923160566&Id=a3ja0000000LmN2AAK&j_id0:j_id2:j_id12:j_id13:j_id27:j_id28:j_id30=j_id0:j_id2:j_id12:j_id13:j_id27:j_id28:j_id30&j_id0:j_id2:j_id12:j_id13:j_id27:j_id28:j_id30:j_id31:0:filter=on&j_id0:j_id2:j_id12:j_id13:j_id27:j_id28:j_id30:j_id36=Apply


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Thank You!

ipo contact center final

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