Five ways Avaya innovation can change your world

From customer service to process automation, Avaya innovations improve the way companies conduct business

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Peeking behind the curtain

In an economy characterized by ongoing uncertainty, some pundits will suggest that companies are

too nervous to invest in R&D.

Hogwash.

At Avaya, we continue to embrace, cultivate and invest in innovation, both in the United States and abroad. We’ve introduced

breakthrough technologies for decades and have no intention of slowing down.

In fact, the collaborative innovation model we use has raised the innovation bar in recent years by regularly bringing

together Avaya customers, our world-class research organization, Avaya Labs

and our world-class software development professionals at Avaya Client Services.

This setting includes the folks who have the business need for communications,

the wizards behind our latest innovations and the business-savvy technical specialists

who make those innovations work in the real world.

Through this approach, we engage Avaya customers in the innovation process and bring

next-generation solutions to market faster.

Want to take a look behind the curtain? Read on to learn about a few of the

latest Avaya innovations that will change the way our customers do business — and how you can

become part of the process.

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Revolutionizing collaborationAs mobile devices proliferate, more people work at home and businesses become more global, some

people rightfully wonder if we’re stepping backward with productivity. Today’s enterprise work environment is frenetic, and employees are often overloaded with information.

So what if communications technology could help the average office worker recapture five to 10 minutes per hour throughout the workday?

Take this example of an office worker. When a calendar invite pops up on screen, it takes only one click to

join a conference with audio, Web and video access. Relevant documents are automatically

located and converted to an appropriate format for sharing on PCs, Macs, iPad devices

or Android tablets. People associated with the project are listed onscreen so with

one click they can be added to the conference. All of this in a fraction

of the time it typically takes you to prepare for a meeting.

We’ve developed this capability, Avaya Awareness,

to revolutionize the way people collaborate. It makes telephone

calls and voice-, Web- or video-conferencing more efficient and

effective by enabling workers to move smoothly and quickly from one to another — much as if

they had an administrative assistant with them, in the background, pre-

paring them for the next activity.

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Harnessing the social media wave

Most executives now know that social media is a force to reckon with. The immediacy, influence and viral nature of tweets, blog posts, fan pages and other channels demand

attention and action. But are you effectively using available tools to leverage social media for improved

customer experience?

At Avaya, we’ve pioneered “listening” to selected social media streams via commercially available software. That software sifts through, identifies and tags certain

items of interest. Next — and this is the secret sauce — Avaya applications capture and convert relevant

items, use “presence” to locate the most qualified Avaya contact center agents, route the selected

items to those agents, and automatically track those items from capture through resolution.

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Harnessing the social media wave (continued)

How well does it work? Recently, we “heard” a tweet in which an IT executive was comparing

phone systems from Avaya and a competitor. We responded with an offer to provide more information,

and 13 days later landed a quarter-million-dollar sale.

Innovation is helping us address the social media imperative within established mechanisms and

processes — efficiently, cost effectively and in alignment with our customer service strategies.

And, yes, these innovations are available to Avaya customers.

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Elevating your customer face time

An electronics retailer wanted to provide a better sales and service experience for its customers, many of

whom are young adults and teenagers. We suggested getting in the customers’ faces.

Using Avaya Social Media solutions, the company now offers customers the option

to add a link to their Facebook page. Click on the link — from their desktop, laptop,

iPhone, Android, it doesn’t matter — and customers go directly to the company’s website for a

wide variety of self-service options.

Another Avaya innovation enables personal voice, video and collaboration sessions between your

company and your customers who have access to an Internet-connected PC, tablet or mobile device.

Customers can interact with your enterprise workers and contact center agents by simply selecting a link from your Web page, or

even from an e-mail or direct message on Twitter,

and initiate a face-to-face video connection that

includes contextual information. That “context” saves

time and helps everyone involved avoid retracing recent

steps. It also offers many opportunities for cross-selling or

upselling to your customers.

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Elevating your customer face time (continued)

Either way, with a simple click, the customer can link directly to a contact center agent — audio

and video, audio-only, chat or e-mail, whichever is most convenient. As the session begins,

the agent receives relevant information from the customer’s Facebook profile and

customer history, and so is equipped instantly with valuable information to

help speed things along.

The results? A much richer customer experience. Tremendous flexibility in how the customer interacts with the company.

A viral marketing channel for the company (customers can forward the

company’s Facebook link to their friends). And priceless added face time with customers.

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Connecting with customers

on the runConsumers today want to shop, make purchases, troubleshoot issues and resolve problems while on the go. What they’ve done from desktops and laptops for years,

they also expect to do with smartphones and tablets. Now they can.

Avaya Customer Connections Mobile extends your contact center capabilities, including automated self-service apps and agent-based services,

directly to customers’ mobile devices. Customers have more options to solve issues

themselves, but they can quickly and easily contact you if they need to.

If a live agent isn’t available, they can quickly schedule a callback at a

convenient time. When the agent comes on line, so does all relevant

customer info, saving time and relieving frustration.

Is your company taking advantage of the consumer shift toward mobile devices? Bringing mobile channels into your contact center makes it easier

for customers to do business with you—and improves the overall

customer experience. What are you waiting for?

Gaining a firmer handle on contact center performance

efficiencypositive

customer experience

effectivenessproblem identification

compliance

Contact centers are inundated with calls today — directly to their agents, as well as to

the variety of self-service applications. How do you measure efficiency and effectiveness of both human and automated agents in the face of this avalanche of data? How can you use

live conversations to learn about customer needs and opinions, as well as competitive

intelligence? Now there’s a way.

Working with Avaya customers, we’ve developed a portfolio of solutions that

track and analyze contact center activities and measure their performance.

Regardless of the entry point — direct call, IVR, Web link, video, mobile,

whatever — these solutions not only show you what happens in the call

center, but also why things happen.

You can analyze calls using phonetic search to quickly identify effective

practices that lead to positive customer experience or even find problem

areas in real time that need attention and improvement. In the face of

increasing regulatory scrutiny around the world, these solutions also

can support your compliance efforts.

With this deeper insight into the dynamics of your contact center operations,

you can be much better informed as you devise ways to improve processes,

procedures, systems and the organization. Think of it as a road map for performance improvement.

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Keeping skin in the game

Many of today’s innovations will be business-as-usual in a few years. That’s why we’re constantly on the move, looking for fresh, winning ideas to advance the state of the art.

No doubt we can do some of that alone, but the best innovations come from ideas we develop along

with Avaya customers.

Why? Because the solutions that come from our collaborative

innovation process take direct aim at urgent business issues

and opportunities. We and our customers invest significant

time and effort in understanding business needs and

designing solutions that address them.

So how can the innovative use of communications

help address issues in your organization?

Why don’t we start a dialog and explore the opportunities?

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Learn moreTo learn more about the ideas presented in this eBook, our Avaya AuraTM and Intelligent Customer Routing solutions, and other innovative communications advances from the Avaya Emerging Products and Technologies group, talk to your Avaya Client Executive or Authorized Business Partner. Also, visit us at www.avaya.com/innovations.

About Avaya Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, data solutions and related services to companies of all sizes around the world. For more information, please visit www.avaya.com.

© 2012 Avaya Inc. All rights reserved.Unless otherwise noted, all trademarks identified by the ®, TM or SM are registered trademarks, trademarks or service marks, respectively, of Avaya Inc.07/12