IPO Contact Center Final

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IP Office Contact Center (IPOCC)
May 2014 Tech Transfer
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IP Office Contact Center Overview
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Avaya IP Office Contact Center
Customer Experience Management
Contact Center
Networking
Security
Collaboration
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Avaya Contact Center Solutions for IP Office
Voice
Multi-channel
Integrated
advanced
applications
Suite-based
enterprise
features (HA,
session mgmt.)
400
5
250 30 50 100
Primary
Competitors:
ShoreTel
Voxtron (BT)
Altitude
Presence

Primary Competitors:
Genesys Express
Cisco UCCx
Altitude
Presence
Huawei
Primary Competitors:
Genesys
Cisco
Interactive Intelligence
Altitude
Primary Competitors:
Genesys Express
Cisco UCCx
Altitude
Presence
Huawei
Avaya Contact Center offers based on Avaya Aura
Avaya Aura Contact Center Suite for Midsize Enterprise (AACC-M)
Avaya Aura Call Center Elite for Midsize Enterprise (Elite-M)
Competitors:
Cisco UCC-X
Interactive
Intelligence CIC
Aspect
Shoretel
Genesys Express
Huawei
Shoretel
Etc.

Avaya Contact Center Select
GA June 24
Avaya IP Office Contact Center
GA Feb 28
Contact Center Solutions for IP Office
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28
th
February
Available in English Language for 33 Countries
Avaya IP Office Contact Center
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Avaya IP Office Contact Center
Avaya IP Office Contact Center for the Mid Market
Multichannel
include email, web chat and voice
Skills based routing
Eliminate transfers
Call recording/Call reports
Eliminate conflicts, improve agent/customer interactions, measure
agent performance
Outbound dialing
Use agent ‘down time’ to automatically make outbound calls
Real time reports
Monitor wait times - move agents between groups ‘on the fly’
IVR

Offer self service to free up agent time
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Universal Queue

Media-specific
Skills-based routing

Contact Center
Resources
Agent
Agent
Groups
Waiting
Announcements
External
Destination
IVR
Outbound
Dialer
Email
Web Chat
Voice
Customers and
Prospect
Avaya IP Office Contact Center is Multichannel
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IP Office Contact Center
Powerful features
Any mix of voice, email, web chat
– It’s how your customers customers
wants to do business!
Skills-based routing
– Delivers optimum customer experience
Outbound campaigns - Preview &
progressive dialing
– Drive greater revenue, increase agent
efficiency

Supported in US, Canada, UK, Australia, New Zealand, India (English only)
Email
Web Chat
Voice
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IP Office Contact Center
Powerful features
Real time & historical reports
– email/web/voice transactions
Powerful, customizable agent desktop
– click to call, multichannel view etc
Call recording for every Agent and
Supervisor
– Improves agent performance,
eliminate conflicts
Built in IVR promotes self service
– Reduce agent handle time

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Targets customers with up to
2000 employees, 5 to 100
agents
Sweet spot: 10 to 60 agents
Single site with IPO 500v2 or
multiple locations with IPO
Server Edition
Avaya IP Office Contact Center
Scalable
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Real Time Information
Overview of contact center
status
Individual monitoring screen
with integrated telephony
function
Information available for
agents, team leaders and
supervisors
Waiting queue of all tasks
including Email & Chat
Service level information

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Email Processing
Answer, create,
postpone and forward
Integrated address book
Text blocks definable to
assure high quality
answers and speed
Channel prioritization
and
definable workload per
Agent
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Supervisor Applications
Real Time Information - Manage, configure & view real-time Contact
Center statistics

Reporting - Manage, configure & view historical, counter based
Contact Center statistics

Agent Status Report - Configure & view statistical information about
agent activities that are not concerning call or e-mail handling.

Contact Details Report - Configure and view statistical information about
single contacts (calls or e-mails).

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Real Time Data
Waiting queue of all channels including
Emails and Chats
- Lists of waiting calls/emails…
- Service level
- Thresholds

Agent state per Agent Group/Team
- Integrated Telephony functions
- Remote login/logoff, sign on/sign off

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Statistics
Counter based reports
– Configurable parameters per report
– Timescale
– Duration
– Counter type (agent, topic, media)
– Report type (manual, automatic)
– Individual reports
– Predefined Reports
Call based reporting
– Contact evaluation
– Customer history
– Agent history
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Historical Reporting
Statistics
– Counters available for topics, agents, AG, team, …
– Export to Excel (optional automatic use of customer
defined macro) csv, pdf, rtf
– Send Reports via Email
– Output with defined resolution (minutes, hours, days,
weeks, )
– Defining of period (start stop, day of week)
– Scheduled (automatic) or cyclical statistics

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Agent Status and Contact Details
Agent Status Report: Not task related events




Contact Details Report
Cradle to grave reporting
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Administrator Applications
Configuration - Configure main
Contact Center elements
Task Flow Editor - Configure
Contact Center routing rules
UI Configuration - Configure &
assign Contact & Cockpit Bars,
Home & Telephony features

IVR Editor - Configure IVR scripts,
Announcements & user response

Dialer - Configure outbound dialer
jobs & campaigns

Email - Configure email (UMR) core
components

Text Blocks - Configure blocks of text
used for Email auto reply templates

Address Book - Configure address
book access and availability to Email

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Administration Landing Screen
Aggregated Contact Center Services and Elements
Configured system connections
Multi-modal communication elements
Agent, Agent Groups, Teams and Topic views
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Task Flow Editor
Task Flow Menu
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IVR Editor
 Graphical tool for built in Self Service Component (IVR)
– Announcements (.wav) PCM-coded
– DTMF recognition (also: fax recognition)
– Voice messages
– record (silence detection)
– Email, delete
– Routing
 Access to ODBC enabled databases
 Speech recognition (ASR)
 Text to Speech (TTS)
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IP Office Contact Center: Engineering the
Solution
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IP-Office Integration, Technical
Overview
IPOCC
Customer calls
0711135865000
IPO
IPO
Taskserver
SIP Ext 350
Port 5060
Chap
SIP Ext 350
Port 5070
Topics
Queue
Voice
Extension
Adapter
(VEA)
5000-5029

Short
Codes
IP 135.124.109.136 IPO
IP
135.124.108.199
Trunk
IVR
IVR
Public
Network
IPOCC
Core/Routing/Realtime/Statistic
etc
IPO User + Phoenix
Agent
CTI
IPOCC Server
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Avaya IP Office Contact Center
Installation
Windows MSI
About 2-3 h
for 20 Agents
About 1 h for
20 Agents
Depends on
requirements
Excel
Collect
Customer data
Install
IPOCC Software
Import
Customer data
Customize
To customer needs
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Single site
5 to 30 agents
5 to 100 agents
Up to 32 locations
IP Office 500v2 R9.0.2
IP Office Server
Edition R9.0.2
Partner provided server
or virtualized server to run
IP Office Contact Center


Avaya IP Office Contact Center Solution
Configuration
Application server
(VMPRO)
Partner provided
server
or virtualized
Runs IPOCC

1 x HD contact recorder
1 x HD VMPRO
Hard disk installed
in server for
contact recorder

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Agent Capacity Add to IP Office IP Office Contact Center Server

IP Office
Server Edition

Up to 100 agents
at up to 32 nodes
supported by the
primary server

PROVISION
Additional Hard Drive
on SE Server

‒ Contact Recorder

Partner-Supplied Server

 Windows 2008R2 or 2012 R2 Server
 Minimum hardware requirement
– Intel Xeon E3 Quadcore 3.1 GHz
– 8GB DDR3 ECC
– 1 x Seagate ST500DM002 –
500GB formatted capacity, 7200 RPM,
16MB cache, SATA interface, RAID1
– RAID controller (Intel C202) onboard
– 1 x 1GB NIC

 Sample servers
‒ Dell D210/220
‒ Fijitsu PrimergyTX1000S3p


IP Office
500v2

Up to 30 agents
at a single site
(no multisite contact
center support over SCN)

ADD
Partner-Supplied
Application Server

 2 x hard drives
‒ VMPro
‒ Contact Recorder

IP Office Contact Center Configuration Specs
Sold as software – ISO or OVA English only deployments
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IPOCC Country Support
Countries Supported Desk Top
OS
Server
OS
GA-
Unrestricted
General Availability Feb 28, 2014
United States, Canada, United Kingdom, English English Feb 28, 2014
Australia, New Zealand, India
Wave 1 Additions
Singapore, Philippines, Thailand,
Malaysia, Indonesia, South Africa, UAE,
Ecuador, Kuwait, Indochina (Vietnam,
Laos, Cambodia, Myanmar).
English English Mar 17, 2014
Wave 2 Additions
Hong Kong, Turkey, Brasil, México,
Caribbean Islands, Panama, Costa Rica,
Peru
English English Apr 7, 2014
Wave 3 Additions
Netherlands, Sweden, Denmark,
Norway, Saudi Arabia, Finland, Belgium,
Czech Rep, Israel
Local English May 5, 2014
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Licensing & Quoting Information
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Four Codes – Simple Configuration
IP Office Contact Center
Description Avaya List Price
Base software (IP Office SE/500v2) $2255
Voice Agent license $670
Multichannel Agent license (add to voice agent license) $402
Supervisor license (includes voice and multi-channel) $1205
Less time designing the
solution
Do budgetary designs on
the fly
Quoting in EC and ASD
(One Source)
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IP Office Support Services (IPOSS)

IPOCC Per-agent Price Component: 1 year list price


IPOSS 1-yr List Price
Voice Agent Multichannel Agent Supervisor Agent
Wholesale Co-Delivery Wholesale Co-Delivery Wholesale Co-Delivery
8x5 RTS $99.96 $75.00 $60.00 $45.00 $180.00 $135.00
24x7 RTS $125.04 $94.08 $75.00 $57.00 $225.00 $169.08
3 and 5 year options available
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IP Office Contact Center Roadmap
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IPOCC Roadmap

IPOCC R9.0.3SP planned GA June 20, 2014
– TAPI-D for improved MSI installations
– R210 IPOCC turnkey hardware platform
– General improvements
IPOCC R10 planned GA 2QFY15
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Session Summary
IP Office Contact Center supports 5 – 100 Agents and
Supervisors
Deployed as ISO or OVA in English only
Supports Voice, Email and Chat in a blended agent
environment
Universal Queuing
Uses TAPI and one SIP extension for all telephony and
media traffic
Implementation using .csv file for ease of installation
Roadmap for Hosted IPOCC
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Material Links
 Useful Links
– SMBS Pre-Sales Technical Support Group
– IP Office Online Knowledgebase
– Avaya Documentation
– Contact Center Toolkit (SMB)
Demo
 IP Office Contact Center Demo
– Note: trial version
 Other useful links
– All Collateral for CC Solutions on IPO
– Customer-Ready Collateral for CC Solutions on IPO
– Sales Collateral for CC Solutions on IPO

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Thank You!