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Transcript of Avaya one-X ® Agent Mike Harwell Contact Center Product Management Kay Phelps Contact Center...
Avaya one-X® Agent
Mike Harwell
Contact Center Product Management
Kay Phelps
Contact Center Product Marketing
Avaya one-X Agent: Agenda
Overview of one-X Agent
Value perspectives, from customer to contact center
Incorporating video
Simplifying the agent’s user interface
Integrated presence/IM
Streamlined supervisor capabilities
Easy, low-cost screen pop
API for easy integration
Centralized managementand deployment
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Introducing Avaya one-X Agent
Optimized agent desktop for Avaya contact center solutions
Simple interface, sophisticated capabilities
One-touch access to common agent functions
Agents anywhere – home, office, virtual site
Real-time contact center statistics
Immediate access to an expert
Video is as easy as a phone call
– Embedded access, no negotiationneeded
– Single desktop, single userexperience
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What Your Customers Like about one-X Agent
I am enthusiastically greeted each time I call
The agent already has my information
All my questions are handled by a single agent!
– The agent quickly finds an expert for my hard questions
– They don’t put me on hold like in the past
– I’m happy that I never get transferred
The level of professionalism and knowledge is outstanding
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What LOB Owners Like…
Enables hiring and retention of the best talent by offering work-at-home agent opportunities
– Eases the transition from office to home with consistent agent desktop and interface
– Enhances the company’s “green” story
– Ensures business continuity
Opens new opportunities with collaboration and video
– Collaboration with desktop sharing
– Kiosk/Co-browsing extend the contact center to branches
– Agent-selected video streaming
– Agent to Expert consulting
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What Contact Center Managers Like…
Improves productivity– Enlist agents in meeting goals with real-time status updates
– Pop screen of customer-relevant information
– Handle multiple work items easily
– Reduce desktop clutter
– Improve first call resolution with click to call or chat
Serves hearing-impared customers with same resources
– Soft TTY support eliminates specialized hardware
– Separate queue groups no longer required
Maximizes real-estate
– Hot desking for agent mobility
What Contact Center Supervisors Like…
Simplifies agent supervision
– Click to Service Observe, barge in, or coach an agent
– Broadcast a text message to all agents via “click to message”
– Review agents’ IM transcripts and contact logs
– Control agents’ access to features as needed
– Collaborate with desktop sharing
Accelerates agent on-boarding– Ease of access to common agent features
– Context sensitive on-line help
– Simple, intuitive user interface
– Integrated tutorials
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What your IT Department Likes…
Improves security and administration, lowers costs
– Choice of MS Windows operating systems
– Virtualization options - Citrix XenApp™, VMWare®, Sun Ray™
Facilitates adding new agents, removes the hassle
– Centrally administer and manage with templates
– Customizable “silent install”
Removes connectivity hassles with login options:
– Desk phone (shared control)
– Any phone (dual connect)
– My computer (VoIP)
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What Agents Like
It’s fast and easy to do my job– I have one-touch access to hold, conference, assist, and more
– Click-to-dial or IM gives me access to a supervisor or expert
– I can pre-record my greeting, so I don’t have to repeat it all day
– I have the option to use a Bluetooth headset
All the information I need is right there– Customer information arrives along with the call
– Statistics show when the queue is building
Sometimes I work from home– Same interface and capabilities
– I’m really happy that I don’t have to drive into the office
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Video in the Contact Center
Differentiate your company with video– Add kiosks for immediate customer service
– Video streaming – “a picture is worth a thousand words”
– Agents can consult, train, interact with coaches via video
– What applications could be useful in your business?
Video is as easy as a phone call
– Fully integrated with Polycom and Tandberg
– Embedded access - no negotiations needed
– Single desktop, single user experience
Avaya one-X Agent Video – Sample Use Case
Centralize technical expertise
Enable in-store sales associates to focuson converting shoppers to customers
Use off-site resources for repetitive tasks
Enable face-to-face agent collaboration
“I just purchased my new phone and can’t wait to use it”
“Hi, my name is Eric and I will be glad to help you activate your new phone. I see you have the new Smartphone – you’re really going to like this phone.”
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Avaya one-X Agent - Minimum Footprint View
Agent name, status, and other controls on top bar
Work item status and call control options on next line
Global controls on the bottom
CompleteComplete
Work Work
StatusStatus
SystemSystem
MessagesMessages
Extension andExtension and
Agent NameAgent Name
Message WaitingMessage Waiting
IndicatorIndicator
Agent StateAgent State
IndicatorIndicatorRTPRTP
MonitorMonitor
Add CallAdd Call
Mute MicrophoneMute Microphone
My Computer onlyMy Computer only
VDNVDN
NameName
DisconnectDisconnect
View WorkView Work
InfoInfo
ConferenceConference
System MenuSystem Menu
Dial PadDial Pad
Contact LogContact Log
VuStatsVuStats
HoldHold
TransferTransferNew WorkNew Work
Text InputText Input
Text ActionText Action
ContactsContacts
WorkWork
StateState
Avaya one-X Agent Work Item Paradigm
Two Work items with 3 media elementsTwo Work items with 3 media elements
Optimized for agent work
Creates relationship between media elements
Innovative Action Bar dynamically adapts
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Avaya one-X Agent Innovative Action Bar
One-click access to dial pad, VuStats, contact log, work item details, etc.
Click Contacts icon to expand or collapse Contacts List
Modern UI Replaces Buttons and Keystrokes
Reduces real estate on agent desktop
More efficient and intuitive than traditional CM buttons
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Give agents the contact list you want them to have
– LDAP (company directory)
– Microsoft Outlook contact list
– Custom lists
– Administered “skill groups”
Enable agents to find an expert immediately
– See presence status of experts
– Instant Message with available expert
• Avaya Presence Server - or -
• Microsoft Office Communicator
– Click to dial or IM
Access to Experts Drives First Call Resolution
Consulting with Instant Messaging
Open applicable contact list
Click to dial or start IM session
Integrated Presence and Instant Messaging Select from multiple Presence options
– Agent-to-agent collaboration via one-X Agent
– Agent-to-expert collaboration with Aura™ Presence Server or MOC
Find an available expert for collaboration– Is the expert on a call?
– Does the expert have IM?
– What is the Agent’s State?
Resolve customers’ questions
Deliver first call resolution
Mike Harwell
Frank Hymus
Mike
Frank
Avaya Aura Presence Services
Instant Messaging with one-X Agent and Aura Presence Server
Mike Harwell
Frank Hymus
Mike
Frank
Mike Harwell
Mike Harwell
Frank Hymus
Mike
Frank
Avaya Aura Presence Services
Instant Messaging with one-X Agent and MOC
Mike Harwell
Frank Hymus
Mike
Frank
MOC Gateway
Mike Harwell
When is the next release of the Widget?
It will be available in stores on June 1
[10:41 AM]
[10:41 AM]
Agent to Agent IM and Supervisor Coaching 2 active sessions:
– Outbound to Abby
– Inbound from Trisha
Focus on Abby
Coaching from Mitchell Miller on top
Focus is still on Abby
Collaborate with Desktop Sharing
Team with supervisor or expert
– Embedded ability to share desktop
– Click to collaborate - no need to launch other application
Resolve issues in real-time
– Agent needs help in completing customer record or order
– Clicks supervisor assist
– Shares desktop
– Passes control
– Saves time, satisfies customer
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Assisting with Disabilities
Provide equal opportunity for agents with disabilities– Section 508 compliant
– Keyboard shortcuts for common agent functions
– Alerts are both visual and audible
– Easily integrated with text-to-speech applications
– Serve customers with disabilities– Integrated Soft TTY to serve
hearing impaired customers
– Separate hardware devices and queue groups no longer required
New Supervisor Options Supercharge Productivity
Facilitate coaching functions with one-click access– Listen in (service observe)
– Real-time coaching via IM
– Barge in
– Quick alert
Manage agents via a single interface– View agents’ contact history
– Access Voice and IM interactions
– Ensure agent compliance with rules
Integrated desktop sharing
All available agents please log in immediately!All available agents please log in immediately!
Supervisor Desktop – How it works
Supervisor functionality via Supervisors contact list
Supervisors have “My Team” group in their contact list
“Quick alert" button to message to all agents in that group
Supervisor contacts have special buttons– Observe brings up a menu with two options
• Observe Agent
• View Contact Log
– Click to IM
– Click to Share desktop
– Remote Agent Logout
Avaya - Confidential 25
Service Observing and Coaching
Work Log
Can log all work functions– Calls including TTY
– IMs
– Desktop Sharing
– Coaching
– Service Observing
Real-time presence
Click to call/IM
Add to contacts
Transcripts
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Avaya one-X Agent’s Integrated Screen Pop
Fast, easy and inexpensive screen pop– No time-consuming CTI implementation required
– Single screen entry
– No additional licenses required
Call related parameters are passed
– Source data items include calling nameor number, prompted digits, VDN, UUI
– Triggers screen pop of relevant info
Two major actions– Fire a formatted URL
– Execute a file
New one-X Agent Client API
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Facilitates integration of one-X Agent into existing environments
Allows other applications to subscribe to events– Queue empty– Work item added or removed– Voice interaction created– Voice interaction terminated– Voice interaction missed– IM interaction created– IM interaction terminated
Desktop Applications
Avaya one-X Agent API Includes “execute”
Allow other apps to issue commands to one-X Agent
Incorporate common agent telephony functions* into custom portals and clients
– Answer
– Mute
– Un-mute
– Hold
– Un-hold
– Release
Fit one-X Agent into your desktop environment
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* More commands to be added in next release
Desktop Applications
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More Reasons to Move to one-X Agent
Reduce IT costs and overhead
– More virtualization options with Citrix, VMWare, SUN, etc.
– Silent install without user interaction
– SS and SS+U for future releases at a fraction of the price
Maximize use of real-estate with agent mobility
– Hot desking allows agents to sit at any station
– Agents maintain unique settings, contact lists, call logs
Enhance agent productivity
– Drag and drop transfer and conference
– Integrated user tutorials, context sensitive help
Centralized Managementand Deployment ofAvaya one-X Agent
Deployment Options Choice of Windows operating systems
– MS Windows XP Professional
– MS Windows Vista
– MS Windows 7
Virtualization options enable “thin” agent desktop– MS Windows 2003 and 2008 Server
– Cirtix XenApp™
– Sun Ray™
– VMWare® ESX/VDI with Virtual Desktop
Client Installation, Deployment and Migration
Test and trial - can co-reside with existing Avaya softphones
– Simplifies testing and training
Simplified MSI software install
– Install in “silent” mode with defaults
– Customized XML configuration files
Leverages IP Agent Configuration data
– Detects existing IP Agent installation
– Log-in, Contact Lists and Call Logs are imported
Avaya one-X Agent Central Management
Reduce costs and simplify agent desktop deployment
– Centrally manage user (agent/supervisor) profile data
– Application data (e.g. individual user contact log)
– Agent greetings and other data
Web-based, task-oriented user interface
– Simplifies management of agents and supervisors.
– Reduces administration costs for contact centers
– Centralizes control of endpoint settings.
– Enables dynamic ‘Hot-Desking’
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Support for Dynamic ‘Hot-Desking’
Minimizes real-estate needs
Users can login from any desk
Pre-defined “location data” centrally stored and managed
Enables fast, effortless login, regardless of where agent sits
Agents need not know the CM extension and password
Agent-specific configuration downloaded upon login
Ensures security and data privacy
At logout, user data stored at central server
No agent data remains on desktop
Avaya one X-Agent R2 High Level Architecture
one-X Agent Client
Communication Manager (CM)
TelephonyCCMS
Messaging
SAL Enterprise
System Manager
Database
Configuration Data Storage
XML/HTTP
IM PresenceXMPP
One-X AgentCentral
Management
One-X Agent R2 Configuration Scenarios
3838Avaya - Confidential* TO BE VERIFIED
Telephony only (similar to one-X Agent R1)
Telephony with Central Management, no Presence Server
Telephony with Presence Server only, no Central Management
Telephony with Central Management and Presence Server
# 1
# 2
# 3
# 4
39
Feature 1 2 3 4
Ability to administer an agents profile from a central location X X
Agent to Agent Instant Messaging X X
Agent to User Instant Messaging (Non-Agent via MOC*) X X
Ability to publish/subscribe to the presence of an agent X X
Supervisor monitoring and control X X
Soft TTY X X X X
Playing a video file over an established Video Call X X X X
Sharing the desktop X X
Real-time Instant Message coaching of Agents X X
An external API to make and control calls (enhanced screen pop) X X X X
An external API to receive notifications from one-X Agent (enhanced screen pop)
X X X X
Logging agent calls and Instant Message transcripts to a central location X X X
Using single sign on X X X
One-X Agent R2, Feature vs. Configuration
*Microsoft Office Communicator
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Avaya one-X Agent – Services Offers Support for complex / customized installations:
– Application configuration
– Hot Desking/User Configuration
– Screen pop
– Agent greetings
– Expert Finder
– Network analysis
– Performance and scalability
– Upgrade support
– Soft-TTY Consulting and Support
– IM/Presence Configuration
– Custom Application of new one-X Agent APIs
Delivered through Avaya Professional Services
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Summary – Value of Avaya one-X Agent
Always AccessibleAlways Accessible
Right EmployeeRight Employee
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From Contact Centers To Enterprise-wide Customer Experience
Enterprise-wide collaboration powered by Avaya Aura™ Presence Server
Optimized agent desktop
Simplified and cost effective screen pops - without CTI
Embedded video to support new business opportunities
Centralized management and control
Integration into existing agent desktops
Easy to use, manage, and tailor to your business
2010 and Beyond
SIP Voice and Video
SIP Screenpop
Email, Chat and SMS
Predictive and Campaign Dialing
Thin Client
Support for Resident Expert
SDK Phase 2
Supervisor Phase 2
Real-time call, agent and skill stats from Avaya Performance Center
*Roadmap is not committed and is for example purposes only
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??? Q & A
??
© 2009 Avaya Inc. All rights reserved. 44
thank you
45
Backup
Deploying settings to groups of endpoints
Create the template
1. Click the plus sign beside the template whose settings you want to inherit
2. Make any necessary changes to the settings specific to your needs.Note that a symbol appears ( ) indicating that you have changed an inherited setting and allowing you to revert to the original setting if you choose.
3. You can mark settings as “Read-only” so that agents can not modify configuration settings that may prevent their Desktop client from working.
One-X Agent Central Management
47
Avaya Look & Feel
User Management– Add users
– Import users
– Manage users
– Manage groups
– Quickly find users with “as you type” filtering
One-X Agent Central Management - Users
Import Users– Simple process to
import thousands of users
– Upload files with user data
– Import data from Active Directory
– Agent Role defined
– Template assigned
48
One-X Agent Central Management - Groups
Manage Groups– Group names
– Roles
– Templates
– Members
Apply roles and templates to thousands of users
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One-X Agent Central Management - Templates & Settings
50
Import location data
Simple process to upload – import files
Enable dynamic “hot desking”
Automatically applies location-specific settings upon agent login
One-X Agent Central Management - Templates
Manage Templates
– Define settings
– Deploy to groups of users
– Select user modifiable fields to control agent access to features, capabilities
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One-X Agent Central Management – User Interface
Consistent UI across central management and desktop
Centralized control of User Settings
Ease of deploying changes– Build templates with applicable feature settings
– Assign features to agents based on role or business area
– Change template, automatically deployed to agents on login
Flexibility in allowing agents to customize
– Give agents flexibility incustomizing specific areas
– Store changes made by users at central location
Roadmap – Late 2009
Collaboration Agent and Enterprise IM Integration
Agent and Enterprise Presence
Desktop Sharing
Supervisor Phase 1
Soft Agent TTY
Enhanced Screen Pop/API Phase 1
Centralized Administration
User profile management
Feature Access management
User Authentication
Hot Desking
© 2009 Avaya Inc. All rights reserved. 55
Avaya one-X Agent R2 Drive first call resolution with immediate access to experts
– Build lists of go-to experts
– See presence (availability) via Aura Presence Server or MOC
– Control access via “allowed” list
Serve hard-of-hearing customers with integrated Soft TTY– Separate hardware devices and queue groups no longer needed; lowers costs
Empower supervisors and managers– Click to Service Observe, record, or coach an agent
– Broadcast a text message to all agents via “click to message”
– Review agents’ IM transcripts and contact logs
Centrally manage and control agent /supervisor profiles– Enable agent mobility with Hot Desking
– Simplify user profile administration and authentication
Enable easy integration with other apps via Client SDK
Thank You