Focusing on Medium-Sized Businesses

© 2005 Avaya Inc. All rights reserved.© 2005 Avaya Inc. All rights reserved.

Focusing on Medium-Sized Businesses

Focusing on Medium-Sized Businesses

AvayaCustomer Interaction Express

Technical Sales Training

AvayaCustomer Interaction Express

Technical Sales Training

2© 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential

Agenda

Avaya Customer Interaction Express

RoadmapTrainingConnectivity/ArchitectureFeatures and ComponentsRequirements and LicensingLook and Feel


Customer Interaction Express Roadmap

Customer Interaction Express Roadmap


Customer Interaction Express – Roadmap

Functional Offerings:

Contact Center

Inbound/outbound call routing, E-Mail, Fax and SMS routing

Graphical TaskFlow Editor

Skills based routing (multiple groups per agent)

Real time and historical reporting

Ability to integrate with existing IT infrastructure

Multi site support

IVR functionality

DTMF, ASR and TTS

Database access (read and write capabilities)

Languages

English, German, French, Italian, Spanish,Portuguese (Brazilian)

Supported Switches / PBXes

Avaya Communication Manager

Integral 55 (I55)

Avaya Customer Interaction Express 1.0

EMEA Availability

– 8th January 2007 • English, German,

French

RoW Availability

– April 2007 • Adding: Italian, Spanish

(Castillian), Portuguese (Brazilian)


Customer Interaction Express – Roadmap

Functional Offerings:

Communication Application Suite key features*

SIP trunk and SIP endpoint support

Web Services / SOA Interface

Qualifier for direct database access

Back office / knowledge worker Client

E-Mail body scan for workflow routing

“Out of the box“ MS CRM integration

IM Support

Integrated Call Recording & Quality Monitoring

Integrated Workforce Management

Integrated Messaging

Additional Switches /PBXs

SIP trunking integration when possible

Additional Languages

Russian, simple Chinese, Japanese, Korean, Thai,

Avaya Customer Interaction Express 2.0

General Availability

– 1H – CY 2008

*Subject to change


Customer Interaction Express Training Customer Interaction Express Training


Customer Interaction Express - Training: Basic Sessions

WebBasedCourse

Class-room

Course

Customer Interaction Express Overview (2h)

CIE Sales Story (1h)

CIE Background Sales (2h) System Architecture and Installation (3h)

Core Assessment (30 mn)

Level Assessment – Product Authorization (1h)

Basic Statistic, Monitoring and Task Reporting (1d)

Functions and Handling E-Mail (2 days)

CIE Workshop incl.Function and

Handling (4 days)

Installation andImplementation (2 days)

Basic Functions , Handling Voice & Voice Control (3 days)

Sales Pre-Sales Post Sales Customer IT


Customer Interaction Express - Training: Advanced Features

Class-room

Course

Update and Projects (3h)

Assessment (30 mn)

Extended TaskFlow, Task Reporting & Voice Control (3 days)

Sales Pre-Sales Post Sales Customer IT

Dialer (2 days)

Assessment (30 mn)

Networking (1 day)

Assessment (30 mn)

Multiple Servers (1 day)

Assessment (30 mn)


Customer Interaction Express Connectivity/Architecture

Customer Interaction Express Connectivity/Architecture


Private LAN/VLAN

AE Services server:

-TSAPI Basic-TSAPI ADV

Use separate C-LAN board(s) for QSIG over IP Trunks

Customer Interaction

Express

C-LAN Boards for AE Services

MedPro Board(s)

Corporate LAN

eth0eth1

Note: CIE will use the existing CCE AES bundle 190881 for 150 Basic and Advanced TSAPI Licenses

Customer Interaction ExpressAvaya Communication Manager Connectivity


Customer Interaction ExpressUnderstanding the Architecture

AvayaCM

TenovisI55

…

MailServer

otherMedia

ExternalMedia

BLC(Business

Logic)

SystemAbstraction

UI(View)

Visualization

ClientServer

Task-server

Task-server

Task-server

MediaAbstraction

Kernel

MediaHarmonization

Reporting

Real timeinformation

Routing

Dialler

Functionality

…


Customer Interaction ExpressTaking a Closer Look at the Avaya Communication Manager Taskserver

* Kernel Taskserver Interface

AvayaCM

TenovisI55

…

MailServer

otherMedia

ExternalMedia

Server

Task-server

Task-server

Task-server

MediaAbstraction

Kernel

MediaHarmonization

Reporting

Real timeinformation

Routing

Dialler

Functionality

…

ISDN

IP

Ava

ya C

om

mu

nic

atio

n M

anag

er

AES TSAPIBasic

PBXDriver

TaskserverAdapter

ACM

TaskserverCore

KTSI*

TaskserverExtensionVEA

TaskserverExtension

VoiceControl

CAPIL2Adapter

QSIG-IPAdapter

…

CHAP

Routing


Customer Interaction Express Features and Components

Customer Interaction Express Features and Components


Basic Features

Skills based routing

Self Service (Voice Control)

UMR Architecture (Email Channel)

Outbound Dialer

Statistics and Task Reporting Server (Reporting)

Customer Interaction ExpressFeatures & Components


TaskBar

CockpitBar

Contact Bar

Work Area

Status Bar

Global Tool BarMenu Bar Branding

Area

Customer Interaction ExpressAgent Desktop


Simple callflows consist of Topics (Source) and AgentGroups (Destination)

Agents belong to an AgentGroup

Call are routed based on routing conditions

Customer Interaction ExpressFeatures & Components


Customer Interaction ExpressIts all about TaskFlows


Customer Interaction Express Requirements and Licensing

Customer Interaction Express Requirements and Licensing


Customer Interaction ExpressApplication Server Requirements

Server (tested)– Fujitsu Siemens e.g. TX150– HP DL385– IBM x306m

Specs– Minimum: Intel Processor 3 GHz

Recommended: Dualcore 3 GHz or higher– 3 GB random access memory (RAM) minimum– Hard disk with at least 80 GB storage capacity – DVD Drive (bootable)– Network interface card (Ethernet)– Mouse– MF keyboard– Raid-system (Raid 1 – Minimum requirement)

Platform Operating Software– Windows 2003 Server or – Microsoft Longhorn


Customer Interaction ExpressWhat Customer Interaction Express needs on Communication Manager

AES 3.1 TSAPI basic license per CIE User

IP Trunks between CM and CIE– for Topics

• number depending on maximum number of simultanious calls coming in to CIE times two• as soon as call is in queue or at an agent the topic trunk is available for the next call

– for Queues • 1.5 trunks per queue position

– for Outbound• 1.5 trunks per initiated call • can be shared with queue trunks• the more outbound traffic the system needs to handle the more trunks should be “reserved”

for outbound

QSIG on CM– Today requires CM Enterprise– Currently negotiating with CM PM to get QSIG feature free of charge


Customer Interaction Express Look and Feel

Customer Interaction Express Look and Feel


Customer Interaction ExpressDrag and Drop Contact Flows

E-Mail• Fax• SMS• VoiceMail

Calls


Customer Interaction ExpressPrioritization of Contacts and Workload by employee

Resource-Matrix

– Definition of the workload per available employee

– Prioritization of available contact channels


Customer Interaction ExpressSophisticated Skills based routing

Asignment of skills and skill levels to agents and topics.

Skill levels reach from 0% to 100%.

Unlimited skills for agents.


Customer Interaction ExpressUnified Message Routing – E-Mail, Fax and SMS

Serves E-Mail, Fax and SMS channel.

Allows high quality E-Mail communication by using pre-defined text blocks.

Use escalation mechanisms to stick to defined service levels.

Allows to optimize E-Mail workflow.

Cross-Media reporting delivers important information also for E-Mail channel.


Customer Interaction Express Self Service Speech

VoiceControlScript Editor


Individual monitoring screen with integrated telephony function

Customer Interaction ExpressMonitoring – Real Time Information


Customer Interaction ExpressPoint and Click Historical Reporting


Customer Interaction Express Integration into the Existing IT Landscapes


Customer Interaction ExpressReduced Agent Client for information workers

Reduced client for Back office or infoworkers.

Only visible when call or new E-Mail comes in.

If no active task, onlythe Avaya A and the „grip“ is visible.


Customer Interaction Express Monitoring – Real Time Information


CIE Integration with SAP CRMusing TOM

Customer Interaction Express Integration into the Exisiting IT Landscapes


Customer Interaction ExpressAs Easy As 1 2 3 – Screen Pop

Example: integration with Salesforce.com

Use integrated Internet Explorer of CIE to display all kind of web based information


Customer Interaction ExpressAs Easy As 1 2 3 – Screen Pop

Use CallTag to hand over CLIP information

Display contact information in Salesforce.com

Documents

Focusing on Medium-Sized Businesses