Contact Center Trends & Collaboration
Environment
Terri Patrick – Solution Specialist, Western Region
Bret Lathrop - Senior Director, Contact Center Practice
...in our time together
 Trends
 Enabling Next-Gen Customer Experience
 Approach and Use Case Examples
© 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy.
2
Now-Gen, Mobile, Connected World
More Access
Connected Cars &
Planes
Wearable Technology
Always Aware
More Influence
Digital Kiosks
© 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy.
3
Companies Need Ways to Stay Ahead
of Customer Expectations
Greater
Visibility and Control
Deliver Better
Omnichannel Service
Improve
Proactive Engagement
Improve Customer
Lifetime Value
Improve
Satisfaction
and Loyalty
Create New
Opportunities to
Grow Revenue
© 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy.
4
Contact Center Managed Services
Contact Center Pillars: Customer Experience
MultiChannel
Admin &
Monitoring
BI &
Analytics
CRM
Integration
Self
Service
Work Force
Optimizatio
n
Scope of Offering
Contact Center
Foundation



Enterprise Vendor Management
System Admin & Move, Add, Change
Software Release Management


Backup & Configuration Management
Monitoring – Basic Health
Contact Center
Application Support


Performance Management
Critical Linkage Monitoring & Updates


Custom Application Restoration
Custom Application Routine Adaptation



IT Lifecycle Management & Roadmap
Specialist on Call
Demand & Capacity Management
Assessments
Pulse & Stress Testing

aaS offers (key contact center technologies
as a hosted/cloud service
Voice of the Customer Technology
Consultancy
Contact Center
Signature
Services

© 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy.

5
Enabling the Context-Aware Customer Experience
Avaya Aura Collaboration Environment
Media and Devices
Collaboration Environment Snap Ins
Avaya Aura
Experience Portal
WebRTC
Proactive Outreach Manager
Collaboration Real-Time
Designer
Speech
Context
Store
Work
Assignment
Unified
Desktop
Reporting
& Analytics
Intelligent Customer Routing
Orchestration Designer
CUSTOMERS
Avaya Aura
Avaya Aura Collaboration
Environment
Session
Manager
System
Manager
Avaya Media
Server
ENTERPRISE
Performance and Analytics
© 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy.
6
Single Common Application Platform
Simple, Consistent, Easy
Scalability
Security
Virtualization
Reliability
Manageability
35,000
Users
Highly
Secure
VMWare
N+1 Geo-
Dynamic
Application
and User
Provisioning
Redundant
In Memory Data Grid
Capture, Store, Integrate
© 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy.
7
Beta in May 2014, Available 2H, 2014
Real-Time Speech
Collaboration Designer
Work Assignment
© 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy.
WebRTC
Context Store
8
Persistent Conversation
... Across the Whole Customer Journey
Context Record
ID: AO-1234567
External ID: (UCID)
Routing/
Resource
Decision
Routing/
Resource
Decision
Context Record
Style: “Sympathetic”
Approach: “Supportive”
ID: AO-1234567
External ID: (UCID)
Customer ID: “K48327”
SMS
Product Category: “Credit Card
Context Record
ID: AO-1234567
External ID: (UCID)
Context Record
Context Record
ID: AO-1234567
External ID: (UCID)
E
key1: “Sentiment”
ID: AO-1234567
External ID: (UCID)
Routing/
Resource
Decision
Type: “Personal Advisor”
Previous Contact: “Y”
Preferred Contact “Y”
CustomerID: 28651
value1: “Angry”
CustomerName: Tony Peters
key2: “Language
CellNumber: +1720 345 6789
value2: “English”
Segment: Gold
key3: “CustomerLevel”
AccountID: A8T4LGH
value3: “Gold”
OrderStatus: Dispatched
Routing/
Resource
Decision
DeliveryDate: 06/02/2014
ANI: +1720 345 6789
MenuSelection: Orders
PreviousContact:: 03/02/2014
OrderNumber: 398HT3457
Personalized, Exceptional, Seamless Customer Experience
© 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy.
9
Examples…
Context
ContextID: 123456789
Storing contact context information for
cross channel persistent conversations
Collection and export of contact context
to data warehousing/reporting/analytics
Data
Key1: Value1
Key2: Value2
Key3: Map
[Key1:Value1,Key2:Value2]
.
.
KeyN: ValueN
 Leverage a unique context ID per contact
 Enable desktop screen pops
 Centralized secure secure context
encryption for PCI compliance
 Enable DNIS pooling for transport of
context
© 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy.
10
WebRTC is an API definition being drafted by
the World Wide Web Consortium to enable
browser-to-browser applications for voice
calling, video chat, and P2P file sharing without
plugins. Heavily encouraged by
WebRTC features (text chat, voice chat/audio
calling, video chat, real-time file/data sharing,
peer to peer capabilities)
CC Market Trends:




Enhanced websites for customer sat
Immediate connection options with agent (no IVR)
Context-aware agent and customer communications
Greater acceptance of using computing device as
phone
© 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy.
11
CC Market Implications & Advantages
Remote Agents scenarios
Display Queue info before/during a contact
Skip IVR (website/apps having segmentation data)
Mobile/Embedded apps
Screen/Video sharing apps (could make video a real
option in the contact center)
Co-browsing
Advantages (if done properly)
Embeds RTC capabilities directly into web
pages
Decreased costs due to a potential
decrease in contact handle time (better
qualified contacts, Context-sensitive support)
Better BI through tighter integration
Mobilizing the contact center and better
support for remote based agents.
© 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy.
12
WebRTC Challenges
Browser Market Share
 IE usage dips on weekends.
Still dominate in enterprise
business market.
© 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy.
13
WebRTC Challenges
 WebRTC vs. Microsoft’s soon to be released CU-RTCWeb
 Signaling protocols (SIP/XMPP/Custom)
 Video encoding (V8/H.264)
 Other technical issues:
– Interoperability, QoS, lack of IE support, persistent web
client, limited browser support
 CC Adoption Issues:
– Agent training, video shows everything, need
Chrome/Firefox/Opera.
– Can increase contact volume
– Browser based UI & Enterprise recording.
© 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy.
14
Now, Near and Future
Now
Future
Near
 Avaya CE “snap-in”
business process
flows.
• Hosted solutions • Industry is heading in
the right direction
• Mobile & Web
apps will drive & • Consumer continues
 Cisco is pushing
to outpace the
dominate.
‘Finesse’, a web based • Managed
enterprise for
desktop, setting a path
adoption.
Services to help
for WebRTC
• Open Source
adoption.
interactions.
Solutions (Doubango,
 Basic video enabled
Asterisk, FreeSwitch)
B2B scenarios.
Voice / video / browser view context shared between customer & agent
CRM
Customer
WebRTC-enabled
website page
© 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy.
ACD/
PBX
Agent
15
Avaya WebRTC
Roadmap
Provides ‘Click to
Call’ audio
support with
accompanying
web data
elements
With 3.0
Support for video
streaming,
supporting VP8
video
compression
What’s Next
© 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy.
Ubiquitous
availability of
WebRTC
solutions across
mobile as well as
desktop devices
On the Horizon
16
The Routing Evolution
Business Agility
1:1 Matching
Rich Context
Time
Spanning 25 years of Industry Experience
© 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy.
17
Routing in the Contact Center Today
Skills Based Routing
Skills Based Routing
Queue for Skillset 1
Skillset 1
Agent N
Queue for Skillset 2
Agent D
Agent L
Skillset 3
Agent X
© 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy.
Agent P
Skillset 2
Agent T
Queue for Skillset 3
Agent K
Agent R
Agent E
18
Business Value For Customer Experience
Work Assignment
Context Based, Best Match Routing across the Enterprise
Pool of Work
Pool of Resources
Agent K
Specialist5
Agent P
Mark
Agent T
Best
Match
Specialist3
Specialist5
Agent T
Joe
Agent E
Agent X
Agent R
Specialist4
Specialist1
© 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy.
Agent W
19
Attribute Based Routing Example
Customer Needs Expert Assistance In Branch
1
2
3
4
Customer arrives at the local bank branch
with a specialized question about a particular
investment product
Bank representative enters customer question
into a web application powered by Workflow
The application locates expert at the
corporate office and connects him
to the bank representative
Bank representative is able to answer
question and customer signs up
© 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy.
20
Avaya Work Assignment
Roadmap
• Workflow Snap-in Integration with
System Manager for Administration and
Third Party resource state via SDK
• Integration with Enterprise applications
supporting use cases such as:
•
•
•
• ICR Agent Match feature for
routing voice contacts in ICR /
Elite based contact centers
• New Integrations
Dynamic Team Formation
Expert Finder
Integrate non-legacy CC applications
With 3.0
© 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy.
•
•
•
•
ICC Elite
Performance Center Snap-in
Intelligent Call Routing (ICR)
Avaya Control Manager
What’s Next
21
Avaya Collaboration Designer
Empower Enterprise Resources to Easily Produce Customer Journey Maps
Utilizing a Single, Graphical, Intuitive Canvas
Utilize extensive, expandable
palette to tailor and customize
workflows
Long terms storage (days,
weeks, months) of workflows
Greater enterprise control over
workflows and journey maps
© 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy.
22
Accelerating the Developer Community
Avaya Aura Collaboratory™
 Jumpstart
Secure access to a dedicated sandbox
w/optional development environment
without
up-front
infrastructure
upgrades
Enterprise Corporate
Developers
Avaya Aura®
Collaboration Environment
Avaya clients & PSTN access
Collaboration Environment
ISV Developers
Scalability
Security
Virtualization
Reliability
 Pre-configured,
ready
for immediate use
Management
Serviceability
Communication Manager
Session Manager
System Manager
Media Server
Systems Integrators
Avaya Aura®
Platform stack
Avaya Scopia®
video infrastructure
Email & SMS
service support
 Subscription
model
© 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy.
23
Eco-System Snap-in Build
 CallNACK Improves Call Handling, Customer Service
Integrating Business Intelligence and Outbound Dialing
 Balancing act of compliance and pro-active outreach is challenging.
 The CallNACK application “snap-in” was custom-designed by NACR
on ACE originally and converted to the CE 2.0 pallet.
 With CallNACK, your outbound dialer “talks to” the NACR
application, which performs a database lookup to automatically
allow or block a call depending on the established parameters. The
application is designed for adaptability, with multiple uses and
options.
© 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy.
24
Under Investigation Phase
Roadmap
Unified
Desktop
Reporting &
Analytics
Mobile
Video
Automated
Chat
CoBrowsing
WebRTC
Video
© 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy.
Browser
Plug-in
More!
25
Summary
 There a some amazing new ways to solve the old and
new form of the customer service challenge.
 It seems magical, open and easier…but it has new
layers of complexity to consider.
 You need to leverage your expertise for adoption and
business unit translations to technology. More dynamic,
constant tweaking/evolving. Consider alternate day to
day management.
© 2013 Avaya Inc. All Rights Reserved. Use pursuant to your signed agreement or Avaya policy.
26