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Avaya - Confidential & Proprietary. Use pursuant to your signed agreement or Avaya policy.
© 2016 Avaya Inc. All rights reserved.
Avaya IP Office Contact Center
TS QATAR SYSTEMS AND COMMUNICATIONS
2© 2016 Avaya Inc. All rights reserved.
Avaya Midmarket Collaboration Suite
SIMPLE, POWERFUL AND AFFORDABLE
Customer Engagement
NetworkingSecurity
Team Engagement
3© 2016 Avaya Inc. All rights reserved.
For 2020, CUSTOMER EXPERIENCE will overtake
price and product as key brand differentiator
CUSTOMER EXPERIENCE is the Battleground
For 2016, 89% of companies will compete
primarily based on customer experience
• Up significantly from the previous two years
Improving overall customer experience remains the objective
(Research from Oracle)
(Research from SAP)
#1
4© 2016 Avaya Inc. All rights reserved.
EASE AND SPEED are the New Currency
87% of consumers would rather spend money with
organizations that are easy to do business with (Dynamic Market Research)
82% say it should
be easy to contact
organizations by all
channels (Marcus Hickman, The
Autonomous Customer 2015)
81% expect
organizations to deliver
different channels to meet
their needs (Marcus Hickman, The
Autonomous Customer 2015)
5© 2016 Avaya Inc. All rights reserved.
The UPSIDE to Getting It Right
Source – Aberdeen Group, March 2015
Company Performance Best-in-Class Others
Customer Retention Rate 90% 50%
Year-over-Year Sales Revenue
Growth
+31.3% -6.1%
Year-over-Year Profit Margin +26.4% -5.0%
Year-over-Year Improvement
(decrease) in Response Time to
Customer Requests
+21.6% 1.6%
6© 2016 Avaya Inc. All rights reserved.
It Starts with a SINGLE INTERACTION…
…And Lasts the ENTIRE CUSTOMER JOURNEYEach
Customer Interaction
Contributes To …
… The Overall
Customer Experience
Which Drives …
… Increased
Customer Lifetime Value! $
… Higher
Customer Engagement
and…
One Way
Street
7© 2016 Avaya Inc. All rights reserved.
Contact Center Challenges
Key Challenges
– Customers want to use their preferred communications channel
– Customers often need to repeat themselves
– Customers not shy on reporting poor experiences via social media channels
– Agents not productive during non-peak times
– Losing sales when callers drop before calls are answered
Resolutions
– Incorporate email and web chat as part of the contact center strategy
– Eliminate/reduce transfers
– Use agent ‘idle time’ to proactively make outbound sales/collection calls
– Identify peaks and balance agents between groups
– Record calls to resolve customer disputes and training purposes
– Use IVR self service to answer simple inquiries freeing agents to address more challenging inquiries
Today’s savvy customers expect a consistent, reliable and excellent customer experience from all contact centers regardless of size, form or function
8© 2016 Avaya Inc. All rights reserved.
Avaya IP Office Contact Center Overview
Customers with up to 3,000* employees and up to 250 agents
Deployed as a single site or across up to 150 nodes
Ideal for agents in the office or remotely
Centrally managed
Available on-premise or hosted via Customer Engagement OnAvayaTM Powered by Google Cloud Platform
*Select Edition supports up to 3,000 users
9© 2016 Avaya Inc. All rights reserved.
Avaya IP Office Contact CenterA SIMPLE and ROBUST Multichannel Contact Center Application
Integrated MultichannelCustomer ContactVoice, Email and web chat
Skills-based Routing Route customer inquiries to agents who are best qualified to handle them, based on channel, expertise, and past experience with a particular inquiry or customer
Telemarketing and Outbound CampaignsProductively use agent ‘down time’ to automatically make outbound calls to customers and prospects
Real-Time and Historical ReportingOnline monitoring delivers real-time information and more than 30 out-of-the-box reports help you identify, measure and pursue improvement opportunities
Interactive Voice ResponseMake announcements and offer self service to answer “simple” inquiries and free agents to address tougher inquiries
Easy CRM Integration Personalize customer engagements and streamline the customer journey with simplified integration to CRM packages like Salesforce and SAP
10© 2016 Avaya Inc. All rights reserved.
Universal Queue
Media-specificSkills-based routing
Contact Center Resources
AgentGroups
Agent
WaitingAnnouncements
ExternalDestination
IVR
OutboundDialer
Web Chat
Voice
Customers and Prospects
Avaya IP OfficeIntegrated Multichannel Customer Contact
11© 2016 Avaya Inc. All rights reserved.
Inbound Calls Telemarketing Email Chat
Route callers to most able
agent
Optimize agent skills
Prioritize callers
Collections
Appointment setting
Special offers
Offload non-critical
inquiries to email
Keyword routing
Auto responses
Push URLs
Assist with online
shopping
Product and services
support
Improve Customer Journey and Service
Processes
Increase Agent Efficiency and
Revenue
Deliver Fast Responses to Email
Inquiries
Increase Sales and Support Effectiveness
Solving Business Challenges with a Multichannel Contact Center
12© 2016 Avaya Inc. All rights reserved.
Skills-based Routing
Reduce or eliminate transfers
Optimize the customer journey and streamline service processes
Set agent skill levels on:
– Product expertise
– Spoken languages
– Availability
– History
Backup agent to service inquiry
Best agent to handle call
Backup agents or alternative
Routing based on:
Dialed Number
IVR
Calling Number
Auto Attendant
Unlimited skills System Per agent
Assign % skill level Topic Per agent
13© 2016 Avaya Inc. All rights reserved.
Telemarketing and Outbound Campaigns
Increase sales revenue and profit
– Advertising and telemarketing campaigns/offers
– Upsell opportunities, post sale
– Late payment reminders
Improve agent efficiency
– Automatically start outbound tasks on decreased workload
– Reduce/eliminate misdials
Better prepare agents
– ‘Preview’ customer information and pre-defined scripts before placing calls
14© 2016 Avaya Inc. All rights reserved.
Call Recording
Eliminate conflicts - the ‘he said, she said’ syndrome
Monitor and improve customer interaction quality; excellent training tool
Record
– Every agent call
– Random selection
– ‘Now’ with the press of a button
Quickly and easily search and replay
– Agent number
– Called/calling number
– Date, time etc.
15© 2016 Avaya Inc. All rights reserved.
Real-Time and Historical Reporting
HTML5 web-based report viewer
Customizable real-time and historical reports
– Scheduled, instantaneous
– More than 30 out-of-the box historical reports
Threshold alarms
– Calls waiting, lost calls
Powerful, customizable agent desktop
– Multichannel view – voice, email, web chat
– Telephony control
– Works with nearly any phone
16© 2016 Avaya Inc. All rights reserved.
Self Service
Provide customer self service anytime –anywhere option
Improve service and reduce agent ‘live’ time, free agents for important voice calls
Get started fast with out-of-the-box call flow/IVR templates
Integrate to ODBC database for information playback
Provide comprehensive self service
– Add speech recognition and text to speech as options
99 simultaneous sessions
Intuitive graphical script editor
Fast creation and editing
17© 2016 Avaya Inc. All rights reserved.
Supervisor and Agent Desktop Interfaces
Easy-to-use supervisor and agent desktop interfaces foster fast end user adoption
Superior web-based user interface enhances the user experience by providing only relevant information in a clean and uncluttered fashion
Quickly make changes to agents, groups, topics and profiles using the web administration tool
18© 2016 Avaya Inc. All rights reserved.
Industry Compliance
Live
Monitoring
Quality
Management
*Performance
Management
Coaching &
e-Learning
Workforce
Management
AACC
*
* Available in release 5.1
Contact
Recording
WORKFORCE OPTMIZATION
Connect Avaya Workforce Optimization Select to IP Office Contact Center to get:
Voice and screen recordings
Live monitoring
Quality management
Performance management
Agent coaching and e-Learning
Workforce management
Enterprise-level WFO capabilities at a price made for midsize business budgets
19© 2016 Avaya Inc. All rights reserved.
2016 Gartner Magic Quadrant for Contact Center Infrastructure
16 Consecutive Years
Avaya in Leaders Quadrant of Gartner
Magic Quadrant for Contact Center
Infrastructure
Get full reporthttps://www.avaya.com/en/registration/gartner-
magic-quadrant-midsize-uc/
20© 2016 Avaya Inc. All rights reserved.
Avaya Midmarket Collaboration Solution
Simple, Powerful & Affordable
Contact CenterMultichannel
Skills based routing
Telemarketing and reporting
Room, desktop, mobile
Supports 3rd party devices
Simple, affordable
Collaboration
NetworkingAutomated provisioning
Rich feature set
50% lower TCO
Helps protect SIP trunks
Increases remote endpoint security
Active packet inspection
Security