Intelligent Multimedia Communications in the Contact Center

Product Management Customer Service Application Division

2007 Avaya Inc. All rights reserved.

Agenda

1 2 3 4

Customer Service as a Differentiator Market Drivers Avaya Interaction Center - eServices How to migrate to multi-channel? Roadmap

2007 Avaya Inc. All rights reserved.

Avaya Proprietary

Slide 2

Meeting the Increasing Demands of Your Customers

Customers are increasing their demands for anytime, any way, any where service How can you use customer service as a competitive differentiator? How can you drive revenue while controlling costs and mitigating risk?
Avaya Proprietary Slide 3

"Would you recommend this business to a friend?"

2007 Avaya Inc. All rights reserved.

What Do Customers Want Today In Customer Service?

End Users: Multichannel Access (Anywhere/Any Mode) Flexible, Dynamic Menus Personalized Call flows Last Call-Based Interactions Flexible, Contextual Help Dynamic Call Flows History-Based Interactions Customer Interest-Specific Flows Consistency Across Access Channels Enterprises: Reduced Complexity Easy Integration (Open Standards) Up-Sell and Cross-Sell Effectiveness Drill Down Analytics Actionable Usage Analytics Higher Self-Service Adoption Rates Dynamic Process Updates
Copyright 2008. Yankee Group Research, Inc. All rights reserved. Contact Center Futures January 24, 2008 Page 16

2007 Avaya Inc. All rights reserved.

Avaya Proprietary

Slide 4

How Consumers prefer to reach you?

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Avaya Proprietary

Slide 5

Telephone Is Still the Major Channel of Access but

Multiple Channels put the emphasis on First Contact Resolution

Projected Channel Shifts in 3 Years -----------------------------------Phone/Agent 45% E-Mail 25% Web Self-Service 14% Web Chat 6% IVR/Touch Tone 6% IVR/Speech Rec 4%

Copyright 2008. Yankee Group Research, Inc. All rights reserved.

Contact Center Futures

January 24, 2008

Page 14

2007 Avaya Inc. All rights reserved.

Avaya Proprietary

Slide 6

Avaya Enabling Superior Customer Service

Intelligent Communications
Intelligently connecting customers to people and processes throughout the enterprise Driving more effective and personalized customer experiences Dramatically reducing contact center operating costs and improving business consistency
Self Service Contact Management

Customer Interaction Suite

Interaction Center

Operational Effectiveness

Enabling new business models

IP Telephony to Flatten, consolidate, extend Delivering scalability, survivability, security required for highly distributed mission-critical extended contact centers Continuing to drive a rich partner ecosystem, while evolving to a Services Oriented Architecture

2007 Avaya Inc. All rights reserved.

Avaya Proprietary

Slide 7

Interaction Center eServices Benefits

Enabling your Customer Service to Support Increasing Demands of Your Customers

Deliver consistent, personalized customer care across voice, email, web, and video media based on predefined segmentation policies and service levels Simplify the implementation and management of customer segmentation strategies to intelligently route interactions to the best available resources within your business regardless of location. Improve first contact resolution and agent productivity with screen pop of intuitive agent desktops that support your processes and deliver access to right information and customer data Reduce development time, costs, and risk associated with extensive custom applications integration
2007 Avaya Inc. All rights reserved.

Avaya Proprietary

Slide 8

Benefits of Multimedia
Anywhere Anytime model Customer have expectations

Up and Crossselling

360 view of the customer

Improve profitability

Realize savings

Multimedia provides you with new ways to service your customers!

2007 Avaya Inc. All rights reserved.

Avaya Proprietary

Slide 9

The Bottom Line Decreasing Costs With Integrated Multi-channel Solution MultiContact Center

200 voice agents

utilization

@78%

70 voice agents go blended (15 emails/day@86% utilization)

Overall utilization raises to 80%

+$199,000 savings

# Emails handled by dedicated agents = 200 Loaded Annual labor cost of FT Email agent = $38,000

Allowing 70 voice agents to take emails (blended), reduces the need for 5.3 dedicated email-only agents

2007 Avaya Inc. All rights reserved.

Avaya Proprietary

Slide 10

The Value of Automated Email (Push)

Email Handling Time
Before

Annual Potential Labor Savings

After

100

200

300 Seconds

400

500

600

+$1,000,000

$338,000 $50,0000
10 Agents (350 emails) 50 Agents (1050 emails) 150 Agents (5250 emails)

2007 Avaya Inc. All rights reserved.

Avaya Proprietary

Slide 11

Economics Is Driving Channel Shifts

Delayed 40.00 Real Time
12.00 11.00 10.00 9.00 8.00 7.00

Real Time

7.00 5.50

Average Cost Variability

In Dollars

6.00 5.00 4.00 3.00 2.00 1.00 0.00

5.00

0.24

0.45 IVR E-Mail Text Chat Phone

Web

Self-Service
Source: Yankee Group

Assisted Service

Copyright 2008. Yankee Group Research, Inc. All rights reserved.

Contact Center Futures

January 24, 2008

Page 6

2007 Avaya Inc. All rights reserved.

Avaya Proprietary

Slide 12

Interaction Center eServices: Email Management

Delivering a system to address increased email volume, optimizing agent time and supporting better quality results
Reduced resolution time with Natural language content Analysis
Language and context self-learning engine Routing, filtering, and generation of automatic responses Automatic routing based on pre-defined email topics Intelligent Auto-Acknowledge, Auto-Response, Auto-Suggest

Data Driven Work Item Distribution

Leverage past history to influence agent selection Utilize data contained within other applications to effect prioritization Extended workflows maximize enterprise responsiveness Business Advocate optimizes utilization with single enterprise-wide pool of resources

Subject Matter Experts

Ability for agents to request email assistance for work in progress using external resources Agent maintains control of work item until completion

Quality Approval
Supervisors can review some or all emails sent by some or all agents

2007 Avaya Inc. All rights reserved.

Avaya Proprietary

Slide 13

Interaction Center eServices: Web Management

Promoting Customer Satisfaction and Efficiency with integrated self help and assisted interaction
Delight your customers!

Web chat with XML/XSL based transcripts Guide him to the relevant web site Push URLs Help him fill a form Collaborative Web Chat Let him decide when he wants to be contacted Web Schedule/Immediate Call Back Let him call you from his PC VoIP support Invite a third party to the chat Join Us Conference another agent, SME or supervisor Send him transcripts of the interaction
Increased reach and consistency with web self-help, customer history, and integrated KnowledgeBase
2007 Avaya Inc. All rights reserved.

Avaya Proprietary

Slide 14

Delight your Customer with Web Chat !

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Avaya Proprietary

Slide 15

New Applications supported

Enabling SIP Technologies Today
SIP VoIP Contact Center Includes a SIP Softphone for both customer and agent. Agent logs on to IC via the IC client End-customers can call the contact center from the software application (VoIP) Build a Native SIP Contact Center solution (i.e. SBC) SIP Video/Kiosk Contact Center Provide visual context with video kiosks in branch locations Example: Troubleshoot problems with a consumer product. SIP Endpoints and SIP Trunks Lower your cost: High Density SIP Trunks SIP Endpoints:
SIP hard phone (Cisco, Polycom, etc) SIP Softphone Support remote IC Advocate users configured:
Telecommuter (media leverages a PSTN connection) Road warrior mode (native VoIP).

SIP Remote worker

This solution uses TDM or SIP Trunks.

2007 Avaya Inc. All rights reserved.

Avaya Proprietary

Slide 16

Flexible Agent Client Deployments To meet your specific business needs

Improves customer service responsiveness through improved operational flexibility and standardized agent interfaces Lower Total Cost of Ownership via centralized administration and reduced IT support Five Options Available Windows, Mac, UNIX support Rich functionality for Thin, Thick. Or customize it to your needs ! interaction
management

One Client for All channels

2007 Avaya Inc. All rights reserved.

Contact history/Details Better View of the customer

Avaya Proprietary Slide 17

Integration with Market Leading Business Applications and Multivendor Platforms

Out of the Box Integration Siebel Prewritten Adapters PeopleSoft CRM SAP E.Piphany Onyx Platforms IBM platforms AIX, DB2, and Solaris Sun, Windows
Avaya Proprietary Slide 18

2007 Avaya Inc. All rights reserved.

Consolidated Reporting and Analytics

The Key To Improving Operational Effectiveness
Simplifying real-time data consolidation and reporting across locations
Reporting and analysis across multiple vendor switches, multiple locations Drives operational efficiency with improved performance visualization for rapid analysis and action
Manager

Single environment for common and consistent reporting

Rich multichannel support for Interaction Center, Outbound Contact, Interactive Response, and CMS Pre-packaged reporting and analytics including OLAP reports from Cognos Support for WebSphere 5.0 and Cognos 7

Multichannel Inbound Outbound

Phone

Central RDS

Real-time Distributed Multivendor

Contact Center

Self Service Proactive Contact Email Remote Agents

Slide 19

New API makes real-time and historical data extensible to agent performance applications
Open interface for information sharing of realtime and historical customer interaction and operations data

Branch Office

Reporting with Avaya IQ 5.0 in next release

2007 Avaya Inc. All rights reserved.

Web

Avaya Proprietary

How can you upgrade to Multi-channel? Multi-

Interactive Voice Response

2007 Avaya Inc. All rights reserved.

CUSTOMER

Avaya Proprietary

Slide 20

Leverage Existing ACD Solutions

Deployment options that allow you to select optimal distribution engine
Work Item Blending
Provide visual context with video kiosks in branch locations Minimizing the changes to the existing ACD when adding multi-channel applications Leveraging the current voice solution for agent states and blending non-voice items based on agent availability Ideal implementation for voice centric applications with minimal disruption Easily integrate non-voice solutions within contact center

Business Advocate
Soft-ACD solution that delivers true universal queuing technology across all media types Routing based on work item context and customer defined agent availability Optimized for distribution of multiple, simultaneous interactions each with unique treatment options and priority management Can support voice using Work Item Blending and non-voice using Advocate Available as default component

2007 Avaya Inc. All rights reserved.

Avaya Proprietary

Slide 21

Case Study: EDS ANZ Return on Investment ROI within 13 months

Objective Streamline approach to customer services and expand beyond the call center centric approach Contractually bound to prove the ROI Results Implemented Solution across the Adelaide, Canberra and Auckland sites, as proven, reliable, standardized, future-proof technology, to create world class multichannel contact centers

Avaya Interaction Center Multimedia allow them to reduce transaction times, seamlessly enable company to meet stringent Service Level Agreement (SLA) and past cost saving to end-customers.

2007 Avaya Inc. All rights reserved.

Avaya Proprietary

Slide 22

Interaction Center Today & Tomorrow

IC 7.1
Delivering consistent and personalized experience Maximizing Customer Interactions Best in breed Agent Selection Richer Multi-channel functionality (i.e. callback) Flexible agent client deployments Connectivity to enterprise applications Supporting SIP contact center: SIP trunking support SIP endpoints SIP Video Contact Center
2007 Avaya Inc. All rights reserved.

IC 8.0
Common Reporting (Avaya IQ) Enhanced integration across Avaya applications: Avaya Voice Portal and IR Added connectivity to enterprise applications Enhanced product serviceability, installation and configuration Enhancing Agent Clients Continue investment in SIP Technologies
Avaya Proprietary

IC 9.0
Common Administration Unified Agent Desktop (Resident Expert|) Enhanced integration across Avaya applications: Avaya Proactive Contact Introducing Linux: Lower TCO SIP and Traditional Mixed environment Enhanced product serviceability and configuration
Slide 23

Thank You

2007 Avaya Inc. All rights reserved.