Customer Interaction Express

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Focusing on Medium-Sized
Businesses
Avaya
Customer Interaction Express
Sales Training
© 2005 Avaya Inc. All rights reserved.
Agenda
Understanding Midsize Business Needs
Avaya Customer Interaction Express
– Positioning
– Pricing and Configurations
– Competition
– Roadmap
– Calendar of Activities and Training
– Wrap Up
© 2006 Avaya Inc. All rights reserved.
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2
»Understanding Midsize Business Needs
and
Customer Interaction Express«
© 2005 Avaya Inc. All rights reserved.
Customer Service for Sustained Competitive
Advantage
Virtual Infrastructure
Information Management
Capture, Reporting & Analysis
Real-Time Information
Customer Experience View
Expertise on Demand
Seamless delivery of
applications and services
Central Site, Branch, Remote
Leverage Global Resources
Business Continuity
Consistent Brand
Experience
Personalized Service
Consistent Information Access
Voice, Email, Web integration
Customers
Differentiated Service
Engage Enterprise Experts
Best Skills Applied
Leverage Local Knowledge
Presence, Interruptibility
Managed Follow-up
Improved Conversion Rates
from Customer Segmentation
© 2006 Avaya Inc. All rights reserved.
Enhanced Self-Service
Speech Enabled Routing &
Information Access
Multi-Modal Information
Delivery
Personalized Content
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Focusing on Medium Sized Contact Centers
Customer Drivers:
The Need:
Complete software suite solution : simple to
buy, simple to deploy, simple to use and
simple to manage - delivering the competitive
advantage previously reserved for the largest
Contact Centers
• Profitability, low TCO, Quick ROI
• Meeting current and future
business needs
• Minimal install/move disruption
• Leverages open standards
The Path:
Mobile and
Distributed
agents
Integrated and flexible solutions that
allow to meet changing customer
requirements and business needs at their
own pace
Demanding
Customers
Sales Channel Needs:
The Result:
Competitive advantage from more
efficient, responsive and effective
business operations
© 2006 Avaya Inc. All rights reserved.
•
•
•
•
Differentiated solutions
Easy to sell & quick to design + deploy
Delivering lower costs - higher margins
Promoting long-term customer
relationships
Avaya Proprietary and Confidential
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Mid Size And Enterprise Businesses
Different Needs By Segment
Highly customizable deployment
and implementation options
CTI
Desktop
Productivity
Proactive Contact
IVR /
Self Service
Reporting
Contact
Center
Enterprise Business
Mid Size Business
Contact Center
Specialized applications tailored
to single purpose
Multiple Operating Systems
In-house IT Expertise for Server
and Application Management
Dedicated Servers for each
application
Software Suite
Outbound dialling
Shorter implementation cycles
Easier to manage
Self-Service
Desktop Productivity
One solution to upgrade
Reduce infrastructure cost
Reporting
© 2006 Avaya Inc. All rights reserved.
CTI
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6
Addressing Some Specific Needs of
Medium-sized Businesses
The need for an all in one Contact Center Suite.
Requires the suite to run on as few Microsoft OS based application servers of the
same type as possible (low TCO).
Requires the suite to be up and running with a relatively small implementation and
system integration effort – compared to Enterprise Solutions.
Limited internal IT capabilities.
Uses Contact Center technology also to
optimize overall communication processes.
Still requires a high level of functionality
Target market: approximately 100 to 1,000 employees
with 20-150 workers in the contact center.
© 2006 Avaya Inc. All rights reserved.
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Customer Interaction Express
Delivering New Value for Mid Size Enterprises
All-in-one solution
– Inbound/outbound, E-Mail,
Fax, SMS
– IVR DTMF, speech, data
access
– Real time, historical reporting
– Single agent, supervisor, and
management interfaces
– Graphical workflow editor
– Multilingual, Multi-site
Fast implementation
Easy to manage
Flexibly evolves with business
© 2006 Avaya Inc. All rights reserved.
Avaya Proprietary and Confidential
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Customer Interaction Express
~ All In One IP Communications Suite
Customer / prospects
Contact Center
Resources
Agent Groups
Voice
SMS
Agents
Contact Management
Email
Fax
www
Web Call
Back
Contact Center
Universal Queue
Media specific
External
Destination
Waiting
Announcements
skills based routing
IVR Agents
Call/EM can be routed to a specific agent not belonging to a group
© 2006 Avaya Inc. All rights reserved.
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Delivering new value to both
customers and business partners
For Customers
All in one Customer Service
Solution
–delivers consistent service to
customers across multiple media
channels and locations
Easy to manage and maintain
–Built on Microsoft with common
administration tools for all
components
Evolves with your business
–Start with one contact channel and
build from there
Fast implementation with minimum
disruption to the business
–Pre-integrated, 1 – 2 weeks for
average implementation
Business Insight into the customer
experience that’s easy to use
For Business Partners
Increased Margins
– Consistent, straight forward,
repeatable deployments
–Less highly paid skilled workers
required
Reduce Risk
– Standard industry platforms
– Ease of deployment and support
Flexible and scalable solution
– Add functionality based on
customer needs
–Software-only solution for
customizability
Differentiate from competition
– Packaged solution with off the
shelf integrations
–Built for my customers needs
–Real time and historical reporting for
all media channels
Avaya Proprietary and Confidential
© 2006 Avaya Inc. All rights reserved.
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Customer Interaction Express - Screenshots
Single User interface
– Supervisor
– Team leader
– Agents
Graphical works flows
– Inbound applications
– Outbound campaigns
– IVR applications
Integrated reporting
– historical
– real time reporting
Skills based routing
– Including multimedia
channels
© 2006 Avaya Inc. All rights reserved.
Avaya Proprietary and Confidential
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Customer Interaction Express
~A Few More Details
Single software suite solution
– All-In-One Contact Center Suite
– Running on Microsoft OS based server(s)
– Common Administration – easy to manage
– Platform independent
Designed specially for contact centers with 20 to 150 Agents
Capabilities:
– Skills based routing
– Multimedia channel management
• Inbound, Outbound, Email, SMS, Fax
– Outbound campaign management
– Blended Agent Experience
– Self Service applications (IVR), with ASR and TTS
– Integrated Real Time Reporting
– Historical Reporting
– Multi site support
© 2006 Avaya Inc. All rights reserved.
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Customer Interaction Express
»Positioning – Avaya Solutions«
© 2005 Avaya Inc. All rights reserved.
Avaya Solutions to Meet Differing Business Needs
Call Center Software
Business Size
Interaction Center
Contact Center Express
MVE CC capability
CIE
IP office
CC Capabilities
Leading Edge
Basic Need
© 2006 Avaya Inc. All rights reserved.
Avaya Proprietary and Confidential
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Customer Interaction Express
Mid-market Contact Center Portfolio
Contact Center Express
– For existing Avaya Call
Center customers
– No new application
customers
– New customers
– CM customer not yet using
Call Center capabilities
– BCC Upgrades
– 20-150 Agents
– Providing medium-sized
businesses the ability to
extend Avaya Call Center
with CTI/Screen-pop and
multi-channel capabilities
© 2006 Avaya Inc. All rights reserved.
Customer Interaction Express
– Packaged with MultiVantage
Express (MVE)
– 20-150 Agents
– All in one multi-channel
contact center suite to
address the needs of
medium-sized contact
centers.
Avaya Proprietary and Confidential
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Positioning of Avaya multi-channel Solutions
Enterprise Business
Interaction Center
…
IR
CMS
Call Center (Elite, …)
150
Agents
Mid Size Business
Contact Center Express
…
Customer
Interaction
Express
IR
CMS
Call Center (Elite, …)
New Application Customer
© 2006 Avaya Inc. All rights reserved.
Existing Application Customer
Avaya Proprietary and Confidential
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Customer Interaction Express
Mid-market Contact Center Portfolio
Customer Interaction Express addresses medium sized business needs
with:
– an “all in one Contact Center Suite” .
– common administration and management for a all components of the suite.
– real time and historical reporting for all media channels offered.
– a platform independent solution.
MultiVantage Express
– Avaya’s switch platform solution for medium-sized businesses, ideal in
combination with Customer Interaction Express for a full contact center
solution
Contact Center Express
– For existing Avaya customers to extend investments with a flexible and
easy to use multi-channel, CTI and desktop integration
© 2006 Avaya Inc. All rights reserved.
Avaya Proprietary and Confidential
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MultiVantage Express – Customer Interaction Express
~A complete, end to end solution!
MultiVantage Express
Customer Interaction Express
IP at the core
• Easy migration or
greenfield
• Enables satellite and athome agents
G250
• Foundation for multi-site
consolidation
Call Recording
LAN, WAN, WiFi
WiFi
phone
© 2006 Avaya Inc. All rights reserved.
PDA
Softphone
G650
G350
G700
IP for transport
• Link systems and gateways
across locations
• Scalable, secure, survivable
infrastructure
IP endpoints
• Flexible deployment
• Ideal for new locations
Avaya Proprietary and Confidential
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Customer Interaction Express
»Pricing & Configurations«
© 2005 Avaya Inc. All rights reserved.
Customer Interaction Express – Licensing and Pricing
Two bundled offers to sell quick and easy: Standard and Advanced
Each of them bringing a defined feature set per agent plus add-ons
Customer Interaction Express Standard
Selected # of agents
–
–
voice inbound
voice outbound (preview)
Real time and
historical reporting
Skills based routing
1 Team Leader
© 2006 Avaya Inc. All rights reserved.
Customer Interaction Express Advanced
Selected # of agents
–
–
–
voice inbound
voice outbound
(preview, auto and progressive)
E-Mail
Real time and historical reporting
Skills based routing
Usage of text blocks in E-Mail
1 Supervisor
10 IVR ports
Avaya Proprietary and Confidential
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Customer Interaction Express – Ordering
Choose Number of Agents
Standard
Advanced
Select Additional licenses
Team Leader
Supervisor
Select extras
IVR Ports
ASR and/or TTS
Licenses based on customer needs
© 2006 Avaya Inc. All rights reserved.
Avaya Proprietary and Confidential
21
Customer Interaction Express - Licensing and Pricing
per user / port
Number of agents/ports
1 - 50
51 - 100
101 - 250
781 €
703 €
625 €
CIE Advanced Agent
1.758 €
1.563 €
1.367 €
Upgr. CIE Std. to Adv.
1.172 €
977 €
781 €
Team Leader
1.250 €
1.172 €
1.094 €
Supervisor
1.641 €
1.563 €
1.484 €
391 €
352 €
313 €
CIE Standard Agent
IVR Ports
3rd party
per port
Nuance ASR
1.336 €
Nuance TTS
563 €
Tier 2 licenses, 1st language
1st language
Add from à la carte if you
–
–
–
–
want to add Team Leaders or Supervisors to Standard or Advanced
want to add IVR to Standard or want to extend the IVR in Advanced
want to migrate from Standard to Advanced
want to add ASR or TTS capabilities
© 2006 Avaya Inc. All rights reserved.
Avaya Proprietary and Confidential
Pricing shows GPL
22
TCO Comparison Mid Market and Enterprise
Including Implementation and Customization
Standard
$400.000
$350.000
$300.000
$250.000
$200.000
$150.000
$100.000
$50.000
$0
25
50 (51)
Enterprise
© 2006 Avaya Inc. All rights reserved.
Mid Market
75
Enterpise
Avaya Proprietary and Confidential
100 (101)
Mid Market
23
TCO Comparison Mid Market and Enterprise
Including Implementation and Customization
Advanced
$600.000
$500.000
$400.000
$300.000
$200.000
$100.000
$0
25
50 (51)
Enterprise
© 2006 Avaya Inc. All rights reserved.
Mid Market
75
Enterprise
Avaya Proprietary and Confidential
100 (101)
Mid Market
24
Customer Interaction Express 1.0
Upgrade from BCC to CIE
Number of agents/ports
Upgrade BCC Agent
to CIE Standard Agent
1-50
51-100
101-250
391 €
281 €
188 €
Upgrade BCC Agent
to CIE Advanced Agent
879 €
625 €
410 €
Upgrade BCC Supervisor
to CIE Supervisor
Upgrade BCC VoiceControl Port
to CIE IVR Port
820 €
625 €
445 €
195 €
141 €
94 €
Upgrade of a BCC System to CIE Standard:
–
If a BCC System does have only voice inbound agents (no Outbound, no E-Mail Agent).
–
For every BCC Agent a CIE Standard Agent License is required.
–
Supervisors have to be upgraded as well.
Are e.g.. 5 Supervisors licensed for BCC 5 Upgrades have to be ordered.
Upgrade of a BCC System to CIE Advanced:
–
If the BCC System has at least one Voice Outbound User or one E-Mail Agent,
the whole system has to be upgraded to CIE Advanced Agent.
–
Even if a CTI Integration based on BCC is used, all agents have to be upgraded to CIE Advanced
–
For every BCC Agent is a CIE Advanced Agent License required.
–
Supervisors have to be upgraded as well..
Are e.g.. 5 Supervisors licensed for BCC 5 Upgrades have to be ordered.
© 2006 Avaya Inc. All rights reserved.
Avaya Proprietary and Confidential
Pricing shows GPL
25
Customer Interaction Express
»Competition«
© 2005 Avaya Inc. All rights reserved.
Customer Interaction Express - Key Competitors
NA
EMEA
CALA
APAC
Cisco IPCC Express
Genesys Express
Global
Players
Interactive Intelligence
Siemens
See global
Regional
Players
Nortel
Altitude
Mitel
Alcatel
Alcatel
Altitude
Aspect/Concerto
Mitel
NEC
Aspect
/Concerto
© 2006 Avaya Inc. All rights reserved.
Alcatel
Small
regional
Avaya Proprietary and Confidential
NEC
Small Regional
Vendors
27
The Competition: CIE – Complete, Simple
Applications
Avaya
CIE
Nortel
Contact Center
Express
Alcatel
OmniTouch
Mitel
6100
Cisco IPCC
Express
Interactive
Intelligence
CIC
Genesys
Express
Multimedia
Siemens
ProCenter
Agile
Siemens
ProCenter
Enterprise
Single software
Solution









Skills-based
Routing









Outbound

Third Party








Optional
Optional
Optional with
6150, 6160
Optional


E-mail, Call
Back
Desktop for
Agent and
Supervisor









Historical and
real time
reporting








Multiple PBXs









Self Service

Optional


(Premium)




Multi-site





Optional
Optional


Call Recording
Optional
Third Party

Third Party


Third Party
Optional
Optional
WFM
Optional
Optional
Optional
Optional 6120

Optional
Optional
Optional
Optional
Quality Monitor
Optional
Third Party
Optional
Third Party
Optional

Optional
Optional
Optional
Multi-channel
E-mail, FAX,
SMS,
Call Back
© 2006 Avaya Inc. All rights reserved.
Optional
6110
Avaya Proprietary and Confidential
E-mail,
Web, Call
back
28
Customer Interaction Express
Calendar of Activities
and Training
© 2005 Avaya Inc. All rights reserved.
Customer Interaction Express – Avaya University Training
CIE Sales Curriculum
Main courses
CIE Design Curriculum
CIE Implement Curriculum
Sales
– 3 web based courses (5h)
– Instructor led courses (3-4h)*
– 1 level Assessment (1h)
Pre-sales
– Sales training and Assessment
above, plus
– 1 classroom course (2 days)
– 1 core Assessment (30 minutes)
Post Sales (Support)
CIE Customer Curriculum
Product Authorization
– PA - Sales: Customer Interaction
Express
– PA – Design: Customer Interaction
Express
– PA – Implement: Customer
Interaction Express
– 2 web base courses (5h)
– 4 classroom courses (8 days)
– 2 Assessments (1h ½)
Customer IT
– 3 classroom courses (6 days)
– 1 web course (2h)
* Not Avaya University
Note: AES training required
Enabling you to be the best!
© 2006 Avaya Inc. All rights reserved.
Avaya Proprietary and Confidential
30
Activities Timeline - 2006
September
October
November
December
Technical KT 2
Technical KT 1
Avaya sales Kick Off
(New Orleans)
Avaya Pre-Sales WBT
Germany
Tech Share
Tier2 Sales
Training
Rome - BP Kick Off
Key Country and Channel Engagement
Customer BETA trials: English and German
Sales KT
Campaign Creation and County briefings
Insider KT
© 2006 Avaya Inc. All rights reserved.
Avaya Proprietary and Confidential
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Activities Timeline - 2007
January
February
March
Product GA
Localised Versions
English/Fr/Ger
Italian/Spanish
April
Regional Campaign Deployment
Marketing
MasterClass
CIE – Toolkit
Sales KT
27 Feb – 1 March
CC World - Germany
15 March – 21 March
Cebit - Germany
3 -5 April
SECA - FRANCE
5 March – 8 March
VoiceCon – U.S.
AR / PR
EMEA Avaya Website / Tools (PMC)
Insider KT
Field Coms
© 2006 Avaya Inc. All rights reserved.
Avaya Proprietary and Confidential
32
Sales Enablement Materials
Value to the
Partner
Educate/Prepare
/Train
Why should I sell?
How to sell?
Sales
Knowledge
Transfer
Partner Briefing
Presentation
Technical
Presentation
Sales
positioning
guides
Cheat Sheets
Competitive
analysis matrix
Create Demand
Closing the deal
Why should the
customer buy?
Customer Facing
documents
Marketing
templates for
channels
Flash demo
Forum in a Box
material
Customer
Presentations
Brochures
Offer definition
Competitive
TCO/ROI tool
Online Demo
Financial Offers
Case studies
Analyst Reports
White Papers
EMEA Marketing Launch Q2-07
© 2006 Avaya Inc. All rights reserved.
Avaya Proprietary and Confidential
33
Customer Interaction Express - Training: Basic Sessions
Level Assessment – Product Authorization (1h)
CIE Workshop incl.
Function and
Handling (4 days)
Basic Statistic, Monitoring and Task Reporting (1d)
Functions and Handling E-Mail (2 days)
Classroom
Course
Basic Functions , Handling Voice & Voice Control (3 days)
Installation and
Implementation (2 days)
Core Assessment (30 mn)
CIE Background Sales (2h)
Web
Based
Course
System Architecture
and Installation (3h)
CIE Sales Story (1h)
Customer Interaction Express Overview (2h)
Sales
© 2006 Avaya Inc. All rights reserved.
Pre-Sales
Post Sales
Avaya Proprietary and Confidential
Customer IT
34
Customer Interaction Express - Training: Advanced Features
Assessment (30 mn)
Multiple Servers (1 day)
Assessment (30 mn)
Networking (1 day)
Assessment (30 mn)
Extended TaskFlow, Task Reporting & Voice Control (3 days)
Classroom
Course
Assessment (30 mn)
Dialer (2 days)
Update and Projects (3h)
Sales
© 2006 Avaya Inc. All rights reserved.
Pre-Sales
Post Sales
Avaya Proprietary and Confidential
Customer IT
35
The Avaya Advantage
New all-in-one midsize business
contact center solution
Increases first contact resolution
–
–
–
–
Easy, personalized user experience
Inbound/outbound, IVR, email, fax, SMS
CUSTOMER INTERACTION EXPRESS
Sophisticated, skills-based routing
– Fast implementation
Flexible, common administration and
– Easy to manage
management
– Evolves with business
– Real-time information and historical
reporting
Works in your IT Environment
– Platform-independent
– Pre-integrated solutions
– Microsoft-based
© 2006 Avaya Inc. All rights reserved.
Avaya Proprietary and Confidential
36
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