Automated Voice and Multimedia Services
with Avaya Aura® Experience Portal
Market Trends and Dynamics
Customers Evolving Fast
• Adoption of web, mobility, social media
• Social networking eclipses email in global reach
New Customers Are Different
• Expect instantaneous service, instant gratification
• Far-reaching impact of individual experiences
Differentiate Your Customer Experience
• Change creates opportunity for distinctive service
• Avaya provides solutions to manage the experience
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2
Consumers Driving Massive Change
Demographics
are Changing
Interactions
are Changing
Customer
Satisfaction Risks
are Increasing
The VALUE of Any Interaction Is
Defined By Its CONTEXT
Sources: PricewaterhouseCoopers LLP and Retail Forward, Owned by Kantar Retail; Webtorials Editorial/Analyst Division; and Yankee Group, 2009, McKinsey
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3
Addressing Your Business Requirements
IT
Business Operations
End Customer
Flexible services based
Improved first contact
Personalized, consistent
architecture – runs on
commodity HW and
standard Linux OS
resolution
cross-channel experience
Service customers across
Seamless handoff
additional channels
between assisted and
automated service
Open standards for
lower cost integration and
customization
Multi-purpose platform
supports multi-channel
inbound/outbound
Lower TCO from
common management and
administration streamlining
application delivery and
platform management
Consistency across
assisted and automated
services and workflows
Single view of customer
Lower service costs
inbound and outbound
interactions
delivering context based
interactions for higher
containment rate within self
service and potentially
shorter handle times within
assisted calls
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Consistent experience for
4
How Avaya Can Help
Key Needs
Avaya Solution Advantages
Improve Customer
Satisfaction and
Customer Loyalty
•
•
•
•
Deliver dynamic, personalized wait treatment in queue
Unify customer experience across inbound/outbound
Conduct proactive outreach across phone, email, text
Handoff data with call to agent for best caller experience
Reduce Costs and
Lower Total Cost of
Ownership
•
•
•
•
Optimize service through lowest cost resources
Simplify contact center infrastructure complexity
Streamline systems and applications management
Eliminate costly pre-route, post-route, data directed routing
Leverage Your
Existing Investments
• Integrated with Avaya Aura and Avaya Contact Center
• Reuse existing MPS and Voice Portal VXML apps
• Use Web services for reuse of existing apps and services
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5
Avaya Leadership in Service Automation
 #1 NA IVR/Voice/Experience
Portal Systems Market
 30+ years in IVR and contact
centers
 8,000+ systems, over one
million ports deployed globally
 Customers in virtually all
industries & segments
*source: Frost & Sullivan U.S. IVR (Interactive
Voice Response) System Markets F658-76
 Multi-year, multiple award
winning applications
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What Avaya Customers Have Achieved
Delivering an Exceptional Experience
at the Lowest Cost
Fewer calls routed to agents
despite 11% increase in traffic
Faster time to market by via
reduced provisioning time
Fewer agents to meet or
exceed performance goals
Faster application deployment
compared to legacy system
Note: Results based on customer success with Avaya Voice Portal 5.1 or earlier
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Avaya Contact Center Vision
Personalized Experience Management
PERFORMANCE MANAGEMENT
Assisted
Multimedia
Services
Assisted
Voice Services
Web
Services
Fixed, Mobile, Social
ENTERPRISE WORK ASSIGNMENT
Automated
Voice Services
Inbound & Outbound
Automated
Multimedia
Services
Business
Processes &
Applications
Inbound & Outbound
SERVICE ORCHESTRATION
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BUSINESS INTELLIGENCE
8
The Avaya Aura® Contact Center Suite
Delivering Personalized Experience Management
End to End Services
Performance Management
Reporting
Analytics
WFO
Agent Environment
Assisted Experience Management
SMS
Voice
IVR
Video
SMS
Web
MM
S
MMS
XML
Chat
Automated
Experience
Management
Email
Chat
Web
Email
Avaya Agile Communication Environment (ACE)
or CS1000
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Orchestrating a Superior Customer Experience
Joe
Consumer
Revenue
in Queue
“Ad Space”
Call Back
Assist
2nd Chance
Self Service
Enterprise
Call Routing
Proactive
Outreach
Packaged
Applications
Advanced Wait
Treatment
Agent
Joy
Customer
Connections Mobile
(iPhone/Android)
Speech
Enabled
Video Kiosk and
Video Self Service
Self-Service
Experience
Portal
A Set of Services as Building Blocks to
Differentiate the Customer Experience
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© 2009 Avaya Inc. All rights reserved.
10
Automated Voice and Multimedia Services
E Mail
Customer
Customer
Customer
Customer
Text
Payment
Reminder
Voice
Product
Promotion
Outbound
Customer
Applications
Event
Notification
Subscription
Renewals
Customer
Customer
E Mail
Customer
Text
Customer
Customer
Voice
Customer
Inbound
SIP
POM
Experience
Portal
Product
Support
SIP
Corporate
Directory
ICR
Contact Center
(as needed)
Ordering and
Payments
Orchestrate phone, email, SMS text outbound and phone and video
inbound interactions – all from one platform
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11
Introducing Avaya Aura® Experience Portal
What is It?
Customers
 Software platform for orchestration of
automated voice and multimedia services
Value Proposition
 Coordinates delivery of best possible multi-
channel customer experience at the lowest cost
 Simplifies contact center infrastructure
complexity reducing total cost of ownership
Key Enhancements
Speech
E Mail
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Video
Social
Aura®
Experience
Portal
 Latest generation of our industry leading,
multiple award winning Avaya Voice Portal
 Includes Intelligent Customer Routing option for
added service optimization and cost savings
 Avaya Aura® Contact Center integration for
intelligent agent selection
 Wide array of apps: Proactive Outreach,
Callback Assist, Speech Dial, many others
Text
Contextual
Collaborative
Self-Service
Agent Assist
Expert Assist
Unified Experience
Orchestration
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What’s New - Avaya Aura® Experience Portal 6.0
Key Features and Benefits
Key Feature
Key Benefit
Avaya Aura® Contact Center 6.2
Integration
• Improves customer experience, satisfaction, loyalty Seamless handoff of contact and context between automated
and assisted service
Intelligent Customer Routing
(ICR) optional deployment option
• Improves customer experience, agent efficiency, first contact
resolution
• Lower service costs by optimizing experience through lowest
cost service channel
• Simplifies and reduces infrastructure requirements resulting
in reduced costs and TCO
Avaya Media Server (AMS)
integration
Simplifies future implementations with Avaya Aura Contact
Center
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13
Avaya Aura® Orchestration Designer
What is It?
 Single design tool for Avaya Aura® Contact
Center suite customer experience applications
Why does it Matter?
 Accelerates application design and time to
market, lowers development costs, and improves
your response to what customers want
What’s New?
 One tool for design, simulation, maintenance of




inbound/outbound self service and AACC scripts
Supports Avaya Aura® Experience Portal, Aura®
Contact Center, Voice Portal, MPS, IR
Leverages best practices from Avaya Dialog
Designer and SCE for Contact Center
Built on Eclipse open source framework for
easier integration with other 3rd party tools
It’s FREE! Ships at no cost with many of our
platforms or downloadable from DevConnect
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What’s New Aura® Orchestration Designer 6
Key Features and Benefits
Key Feature
Key Benefit
Single development environment
for Experience Portal and Avaya
Aura® Contact Center
• Improve time to market of new or updated customer
experience applications by streamlining service creation
design, deployment, management
Single tool for Media Processing
Server, Voice Portal, and
Interactive Response applications
• Single recommended design tool for design, deployment
and management of legacy applications
• Not additional tools required for migration of AAOD
applications to Aura® Experience Portal
Flexibly install - AACC Scripting
Contact Center Module only, AAEP
Development Self Service Module
only, or combination of both
• Efficient and consistent workflow design for assisted
and automated customer service
• Addresses potential organizational need to separate
design for assisted and automated customer care
applications
MPS application support
• Lowers migration cost from MPS developer to OD
• Improve design proficiency in a mixed MPS
developer/AAOD environment
Application Simulator support for
3rd party speech engines
(ASR/TTS) through MRCP
•Improves quality, reduces rework time/cost, improves
time to market of applications, particularly in more
complex environments
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15
Experience Portal Architecture
Campaign and
Customer Data
Intelligent
Customer
Routing
Campaign Management
SMS Gateway
Email
Email
Server
Proactive
Outreach
Manager
VoiceXML Interpretation
Call Classification
Telephony
Admin/Configuration
Licensing
Reporting
Database
Media
Media
servers
Experience
servers
Portal
Media
servers
Orchestration
Designer Apps
VoiceXML Apps
CTI Apps
Application
Server
(existing or new)
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Experience
Portal
Manager
E Mail
SMSC
Text
PSTN
Voice
Experience
Portal
Orchestration
Designer
Live Agent
(only as needed)
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Management and Administration
 Centralized management
– User and system maintenance
– System configuration
– Monitoring and alarming
– Multi-tenancy
 Application and systems reporting
– On-demand and custom report
creation
– Report scheduling & delivery
– Open database and published
schema for 3rd party access
– Integration with Avaya IQ and
Operational Analyst
 Also covering ICR and Proactive
Outreach Manager
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17
Avaya Automated Voice and Multimedia Apps
Avaya Platforms



Experience Portal

Web services based software for
multimedia inbound/outbound selfservice

Orchestration Designer
Unified application design for
multimedia agent and

inbound/outbound self service
Media Processing Server
Highly reliable traditional VoiceXML

and speech IVR
Avaya Analytics

Avaya Solutions
Self Service Optimization
Real-time analysis of customer
data and experience
Intelligent Customer Routing
Dynamic self service and load
balancing

Proactive Outreach Manager

Automated outbound speech,
email, SMS campaigns and alerts
Callback Assist
Immediate/scheduled call back
over web, mobile, speech

Wide range of high value industry
and horizontal apps from our
certified Avaya Partner ecosystem
Supports latest web and
multimedia communications
standards
Fully featured, Eclipse-based
Orchestration Designer tool
provided FREE
Speech Dial

Individual or group auto attendant
Embed and reuse existing web,
CRM and enterprise service apps

Integrate into existing web, CRM,
and enterprise IT environments

Leverage your existing web and
enterprise IT and developer skill
set

Tie into virtually any enterprise or
service provider with standard SIP

Healthcare Patient Assist
Interactive patient, clinician and
hospital experiences

Customer Connections Mobile
iPhone/Android apps tied to
contact center

Open 3rd Party Development
Customer Connections Web
Web-based voice and video
response, video kiosk, 3G
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18
Traditional vs. Intelligent Customer Routing
TNT
Eliminate
PSTN
X
PSTN
Avaya
Aura®
Move in
Front
Pre-Route
PG
PG
PG
ACD
ACD
ACD
IVR
IVR
ICR
powered by
Experience Portal
SIP GW
IVR
ACD
ACD
ACD
CTI
Every call Every call takes up
Parallel
costs money ACD ports even if
networks for
with take back only completed in
pre-route
and
theto your
IVRsigned agreement and
CTI
Avaya transfers
- Proprietary. Use pursuant
or Avaya
policy.
All calls stay
on-network
with no PSTN
costs
Free up ACD
ports, reduce
maintenance, and
reduce complexity
Eliminate all
parallel CTI
networks
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ICR Deployment Options and Models
In addition…
All that, plus…
Caller identification, self
service on AVP
Intelligent load balancing across
ACDs using real-time
operational and business data
Leverage distributed
ASM model
Transport call context
data on SIP header
High-redundancy within
a single datacenter
Resiliency across
multiple locations
Wait treatment on either
VP or CM
Duplicated infrastructure
within a site
High scalability
and reliability
Single-CM
Multi-CM
Multi-CM
(Single Datacenter)
(Multiple Datacenter)
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20
Intelligent Customer Routing
PSTN
1
1. Customer contacts the contact center
2. Contact is queued at the edge; ICR
interrogates Routing Module for routing
instructions with SIP message context
SIP
3. Routing Module sends updated policy
based route; ICR routes to best site
selection
4. Call context is delivered via SIP to contact
center representative
2
ICR
Application
3
CC Site 2
CC Site 1
4
CC Site 3
CM 5.0
Agents / screen-pop
4
4
Agents / screen-pop
IQ
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21
Proactive Outreach Manager
Software application for creation and management of automated
outbound phone, email, text campaigns and communications
 Runs on Experience Portal or Voice Portal
 Reduce Costs by sending interactive alerts,
status changes, appointment reminder messages
– Reduce labor costs by proactively serving
customers through lower cost channels
– Reduce or shape inbound call traffic
“Hello Mrs. Jones, we
are calling today to
alert you about a
pending charge to
your account…”
 Increase Revenues and margins by
automating mass personalized cross-sell / up-sell
campaigns
– Create “opt-in” campaigns to promote new
products and services, upgrade eligibility
 Improve Customer Satisfaction by proactively
satisfying anticipated customer needs
– Personalize messages and make contact
based on customer communication
preferences
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“Thank you for your order!
Sign-up for updates and
special discounts at
www.avaya.com today!”
22
Speech Dial
 Call a person or department without having to know number
– Callers may be internal, external, or both
– Avoid locking names to numbers
 Optimal dialog to maximize connection rate and minimize
time-to-connection
– Dialog is the solution
– Usability is highest priority
 Doesn’t replace the operator, but automates routine inquiries
– Defer to a real operator if necessary
 Runs on Experience Portal
 Ultimate aim: replace dial tone with Speech Dial Tone
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23
Callback Assist
 Offer callers option to be called back (immediately or at
a requested time) by CSR without losing place in queue
 Levels call traffic without adding agents, reduces wait
times and related toll charges, improves customer
experience
 How does it Work?
– During peak call volumes, announces estimated wait time
and presents callers option for a callback
– Integrated with the Avaya Aura® Contact Center suite
– Leverages CMS, IQ or OA reporting
– Supports both CTI and SIP environments
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2424
Video Kiosk and Mobile Video Self Service
“Across the Counter” Customer Service with Customer Connections Video
 Align to meet business objectives
 Extend service at the branch and the home
 Video self-help, wait-treatment, 2-way
collaboration
Self Service
Customer
Initiates
Query
2-Way
Conference Video
Agent shares:
 Video
 Documents
 Web Pages
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25
Application Development
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26
Avaya Aura® Orchestration Designer 6.0
Eclipse
Avaya Aura® Orchestration Designer
AACC Scripting
Contact
Router
Navigator
AAEP Self Service
Call Flow
Prompt
Connectors
Grammar
Problems
Simulation
Data Cards
Outline
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27
Avaya Aura® Orchestration Designer 6
Complete Development and Simulation Environment
for Speech and Video Applications
 Supports
– Aura® Experience Portal
– Aura® Contact Center
– All other Avaya self service platforms
MPS (VXML), IR (VXML), VP
 Combines the best of
– Dialog Designer
– Service Creation Environment (SCE für CC)
 Extensible (Pluggable Data Connector)
 Available at no cost with AACC, AAEP und MPS
– Download through avaya.com
 Based on Eclipse Framework
– Integration with development tools of other vendors.
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28
Create your own integration with Pluggable Data
Connectors
 Create Experience Portal connectors
– Reusable, lower cost of application development
– Simplifies integration in many cases such as:
– Packaging complex web services
– Integration for systems without web services
– Third party connectors
– Developers can license their PDCs
MQ
Interface
MQ
Connector
 Supports
– Items on Data node palette for data connectors.
– Custom variable types; items on Variable Editor
palette
– Runtime framework integration
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29
Product Strategy and Roadmap
Next Generation Platform
Avaya Aura WFO
Performance
Management
Automated
Experience
Management
Assisted
Experience
Management
Avaya Proactive
Outreach
Manager
Avaya Social
Media Manager
Avaya CC Control
Manager
Avaya Aura
Contact Center
Contact Center Suite
Delivered
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Avaya Aura
Performance
Center
Avaya Aura
Experience
Portal
Avaya
Orchestration
Designer
Avaya Aura
Contact Center
with Enterprise
Work Assignment
Expansions
Workflow Analytics
Proactive Virtual
Agents
Extended Agent
Desktop
Video-Enabled
Mobile Contact:
Agents, Supervisors,
and Customers
Complete
Hosted-Enabled
Delivery Option
2011
2012+
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30
Innovation and Investment Protection
Media Processing
Server
Voice
Portal
Experience
Portal
Applications
VoiceXML
MPS Developer
VoiceXML
CCXML
VoiceXML
CCXML
Design Tools
Dialog Designer
MPS Developer
SCE
Dialog
Designer
Orchestration
Designer
Dynamic VoiceXML
and CCXML Apps
Dynamic VoiceXML
and CCXML Apps
Hardware & OS
SUN H/W
Solaris OS
Industry standard X86
Open Linux OS
Industry standard X86
Open Linux OS
Network
Analog, TDM
IP, SIP
IP, SIP
Keys to Our Approach
 Portable, reusable VoiceXML applications
 Common technologies and components
 Common application creation environment
 Platform upgrade entitlements
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31
Ensuring Value Delivery & Success
Avaya Professional Services
Business Communications
Advisory Services
Identify and qualify business
improvement strategies
• Identify requirements through
structured discovery & review
• Unite business needs and
technical capabilities
• Align with key stakeholders
Technical Advisory
Services
Includes architecture design
reviews, network migration
analysis, and more
• Recommendation on design,
approach and solutions that
deliver best-in-class
capabilities
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Self-Funded Roadmap
Prioritizes roadmap which
delivers savings to help fund
future investments
• Assess and prioritize
business needs
• Discover and quantify cost
savings opportunities
• Implement and measure
32
Avaya Professional Services - Self Service
 200+ Consultants Globally
– Solution Architects, Speech Consultants
– >100 Lead Developers and Developers
– Quality & Testing resources
– Custom Application Support Consultants
Technical Project Management
Pre Sales
•
•
•
•
•
Discovery
SOW Support
Scoping
Pricing
Client Meetings
Delivery
Architecture
• Consulting
• Design and
Architecture
• Technical
Assessments
Speech
Engineering
Implementation
• VUI Design
• Grammar
• Implementation
• Advanced
Development
• Usability Testing
• Tuning
• Voice Talent
Coaching
Technical
Integration
• Provisioning
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
Software &
Custom
Applications
Quality
Assurance
• Development
• Unit Testing
• Integration
• End to End
Testing
• Custom
Application
Support
Solution
Testing
• Load/Stress
Testing
• Performance
Monitoring
33
Why Avaya? Why Experience Portal?
Improve customer satisfaction
 Unified inbound/outbound self service
 Phone, video, text, email automation
Reduce your costs
 Expanding self-service option lowers cost
 Eliminate infrastructure complexity
Simplify service design
 Open standards, shared components
 Reduce expense, accelerate time to market
Maximize your investments
 Open standards platform
 License and application portability
 Migration and upgrade incentives
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34
Avaya Aura Experience Portal
Media Server Roadmap
AACC
Basic Ports
AMS
Nortel VXML
Interpreter
OR
Experience Portal
Manager
AMS
Avaya
Voice
Browser
MPP
Avaya Voice
Browser
MPP
Experience Portal
Manager
Common MPP
Common
AMS
Voice
AMS
MPP
Browser
Voice
Nortel VXML
Browser
Interpreter
Nortel VXML
Interpreter
Avaya Voice
Browser
Avaya Voice
Browser
AMS
MPP
Experience Portal
Manager
Common Voice Browser
Common Voice Browser
Common Voice Browser
AMS
AMS
AMS
AAEP 6.0
AAEP 7.0
AAEP 8.0
(Phase 1)
Common Administration &
Management &
Tooling
(Phase 2)
Common Voice
Browsers
(Phase 3)
Full Media Server
Convergence
2011
2012
2013
36
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