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Avaya Engagement Solutions Engagement Development Platform
Mike Killeen – Senior Product Manager EDP Infrastructure
Agenda
Why Does Engagement Matter?
Consumer Demand
Business Challenges
Digital Transformation
Where Does EDP Fit Into My Environment?
EDP Solving Real World Communication Challenges
© 2015 Avaya Inc. All rights reserved. 3
Why Does Engagement Matter?
© 2015 Avaya, Inc. All rights reserved.
...but only 48%
have initiatives in place to reduce
customer effort
Consumers Are Demanding… Businesses Are Battling To Meet Demands…
would rather spend money with organizations
that are easy to do business with
Physical Digital
Retail
Location
Kiosk
Terminal
Self
Service
Live
Agent
Sales
Specialist
Direct
MailSocial
Media
Corporate
Website
Mobile
Platform
Messaging
Interaction
App Team
Contact
CenterMarketingMarketing
Sales
83%
of organizations can’t deliver all requirements for
completely blended customer experience...
Sources: • Dynamic Markets, 2014• BT and Avaya, 2015
In this Digital World
92% Expect proactive engagement
Expect unique treatment70%
© 2015 Avaya, Inc. All rights reserved. 5
Physical Digital
Retail
Location
Kiosk
Terminal
Self
Service
Live
Agent
Sales
Specialist
Direct
MailSocial
Media
Corporate
Website
Mobile
Platform
Messaging
Interaction
MarketingContact CenterMarketing
App TeamSales
37%
of organizations don’t have a CEM in place because different
departments own their own parts of the customer experience
But Who Owns It?Single Customer but Myriad of Fragmented Channels
© 2015 Avaya, Inc. All rights reserved.
Failure to Modify
Business Processes
Misalignment with Customer
Preferences
Lack of
Employee Buy-in
Customer Requirements Change
too Rapidly
CAUSES FOR FAILURE INCLUDE
Source: Global Market Research 2014, Conducted by Dynamic Markets and Commissioned by Avaya
Customer Experience Management
82%
of organization had CEM
initiatives fail
in the last three years
It’s Not Always Easy
© 2015 Avaya, Inc. All rights reserved.
CM/CS1K + AACCContact Center
Avaya Aura® Architecture
© 2015 Avaya, Inc. All rights reserved. 7
System Manager
SBC
SIPTrunks
PSTN
SIPSM SMSM
SM SMSM
EDP EDPEDP CM
CMCM
SIP
SIP Hard and Soft Endpoints
Third PartySIP Endpoints
SIP
CM Elite
SIP
3rd PartyEquipment
CMEPEPAAMAAM
Avaya Aura®Media Servers
© 2015 Avaya, Inc. All rights reserved.
Easy Lab Creation!
Web ConnectionBig Data Access
Real Time CommunicationsTight Integration w/ Avaya Aura®
Agile “Clean, Build, Deploy, Test”
Active-Active Scalability
Pillars of the Engagement Development
Platform
© 2015 Avaya, Inc. All rights reserved. 8
o o o
PTSN
WebEndpoints
EDP
SnapIn
EDP
SnapIn
EDP
SnapIn
© 2015 Avaya, Inc. All rights reserved.
What Makes EDP so Special?
© 2015 Avaya, Inc. All rights reserved. 9
It’sthe Snap-ins
© 2015 Avaya, Inc. All rights reserved.
Avaya Aura® Engagement Development
Platform
EmployeeCustomer
Service
IVR
Mobile
Web
Social
Customer
Engagement Development Platform
Virtualization
Communication ManagerAvaya Aura Contact CenterCall Center Elite Session ManagerSystem Manager
Avaya Applications
Avaya Applications
EmailSMS
Scopia
3rd PartyISV
Developed
CorporateEnterprise Developed
Work Assignment
ContextStore
Real Time Speech
ReliabilityManagementServiceability
Scalability Security
WebRTC
© 2015 Avaya, Inc. All rights reserved.
Simpler customer journey and workflow creationEasy automation with Avaya Engagement Designer
Browser based graphical intuitive canvas to develop and deploy high value workflows
Create your own task types and dynamically incorporate them into the palette
Extensive, customizable palette to tailor and customize workflows
Leverage data grid for long term storage (days, weeks, months) of workflows to support long running transactions
Faster time to market, with minimalJava or communications expertise
Greater enterprise control over workflows and customer journeys
© 2015 Avaya Inc. All rights reserved. 12
Solving Real World Communication Problems
with EDP
Major Service Provider’s Story
Customer Completes an Online Survey for a Recent Transaction1
The Survey Results are Stored in EDP’s Context Store for Possible Later Use
2 EDPContextStore
Customer Calls the Contact Center Shortly Thereafter3
The Survey Results are Presented to Trained Retention Agents4
EDP
The Retention Agent Skillfully Uses the Survey Data to Re-Delight the Customer
5
Retention, Context Style!
© 2015 Avaya, Inc. All rights reserved. 15
Avaya WebRTC Snap-in
Need Help?
Customer Clicks to
Connect to Live Agent
© 2015 Avaya, Inc. All rights reserved. 16
Link has Embedded WebRTC URL with Routing Information And Context!
Avaya WebRTC Snap-in
Real Time Speech Finance Compliance
Jane Calls Sam, a Home Finance
Customer, About a Loan
Application
Sam Answers, Jane Starts Application Discussion
Customer
Answers
Jane Forgets to State License #
And Hears a Reminder Tone
Reminder Tone
Played
“Beep…B
eep…”
Jane Says her License # and
Reminder Tone Stops
Agent CorrectionAgent Places
Outgoing Call
Agent
PSTN
Caller ID
Customer in TX Customer in FL
1.Agent Dials Customer in TX
2.Session Manager sends call through EDP
3.EDP invokes snap-in. Snap-in selects best Caller ID
name and number to present to customers in TX
4.Call is delivered to customer showing TX Caller ID
5.Same agent dialing FL results in customer seeing FL
Caller ID
Destination Based Outbound Caller ID Spoofer
EDP
SmartCID
CM
SMSM
“TX” “FL”
Smart Caller ID
Major Manufacturer Caller ID Masking
ACME Employee Directory
Dial ACME Employee Susan Expert
ACMEEmployee
Steve Fuji
Hi-TechSupport
Dial ACME CustomerBob Smith
Display “Steve Fuji”(408) 562-9878
Display “ACME Support” (800) ACME
Susan ExpertACME Level II TechDisplay“Steve Fuji”
Bob SmithACME CustomerDisplay“ACME Support”
Not Steve’s PrivateCaller ID
EDP Selects Employee ID or Generic ID Displayed
EDP
Associate
PSTN / SIP
Caller ID
Name
Customer in TX
Smart Caller ID
1.Customer in TX Calls An Associate
2.Session Manager sends call through EDP
3.EDP invokes snap-in. Snap-in Adds Name/Company
4.Call is delivered to Associate showing TX Caller ID
Incoming Caller ID Enhancer
EDP
1-415-222-2222Walter White, CEO, Widget, Inc.
1-408-562-3890
1-408-562-3890
1-408-562-3890
Answer End Call
SmatCID
CM
SMSM
Retail
Call Park is Used Everywhere
Healthcare Manufacturing
Quickly, efficiently connect incoming callers to experts in the
organization where ever they may be
Hospital Park and Page
1) Patient calls hospital to talk to Dr. Smith
3) Caller is connected to Park extension in a “on hold” fashion (audio from existing source optionally played)
4a) Attendant pages or notifies Dr. Smith to pickup a call at Park extension 3333 using normal paging
method
4b) Dr. Smith hears page, chooses any phone, dials Park extension 3333 and is directly connected to Patient waiting for
consult
2) Operator dials System Park pilot extension and chooses to either have a Park extension auto
Assigned from pool (e.g. “3456”) or Select a specific Park extension (e.g. “3333”)
EDP
Call Park & Page Snap-in
Tier 4 Super Help Desk
2: Escalation Agent Selects Expert Groups to Help
2: Group Data
Retrieved
3: Presence Checked
5: Best/Fastest Expert Automatically on Conference!
4: Experts ContactedEDP
Linux
Video
WAN
Voice
SAP
CRM
1: Trouble Comes In
Conf Point
Nurse Call Integration Details
MICO from ascomAndroid DeviceRuns ThoughtWire AppCollaboratory Early BetaRuns Scopia ClientVideo CapableConnects with Video Integrated Bedside Terminal
Avaya Communications
Infrastructure
Structured on-call Physician Finder – “OnCall””
Requestors initiate call or web request to “OnCall”
Physician receives calls and alerts.
EDP
OnCall Snap-in links to scheduling system
Requestors initiate call or web request to “OnCall”
OnCall Snap-in links to scheduling system
OnCall – Successful First AttemptIncoming Call from
“OnCall”.Physician Answers. “Press
1 to accept the call.”
OnCall will look up the current physician
on call and mobile contact number
Requestor dials OnCall number.
OnCall – Message
Physician also receives text. “This is an OnCall
Request for 34554. Please click here to return
call.”
Incoming Call from “OnCall”.Physician does not answer. Nurse will be requested to
enter “Urgency” level. “Press 1 to accept the call.” Nurse
leaves vmail.
OnCall will look up the current physician on
call and mobile contact number.
Requestor is called.
Physician dials or “click to call”s. Physician
hears an announcement to
indicate it is a callback
Requestor dials OnCall number.
EMR Integration
1. Patient logs onto EMR system
2. Browses to schedule an appointment
3. Selects “Video Appointment”
Schedule Video Appointment
© 2015 Avaya, Inc. All rights reserved. 28
EMR Integration – Appointment Day
1. Patient logs onto EMR system
2. Selects “Start Appointment”
Start Video Appointment
© 2015 Avaya, Inc. All rights reserved. 29
EMR Integration – Appointment Day
© 2015 Avaya, Inc. All rights reserved. 30
EMR Integration – Appointment Day
© 2015 Avaya, Inc. All rights reserved. 31
Engagement Assistant
Customer meeting
Hi Mr. Jones, nice to talk to
you!
• Speed dial access
• Hands-free, voice guided
• Automatically enters bridge numbers and passwords
• Quick start-up self-enrollment
• Smart algorithms parse bridge info from Outlook
• Help you select which meeting to join
• Connect from desktop, mobile
• Supports AAC, Scopia®, and external conference bridges
You have 2 meetings - Which would you like to join?
© 2015 Avaya, Inc. All rights reserved.
Drive Higher Engagement One Great Interaction at a Time
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