algotech avaya – proprietary & confidential use pursuant to your signed agreement or avaya...
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Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
UNIQA OsiguranjeKontakt Centar i Korporativna IP Telefonija
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
• Osnovano 1992.
• Danas regionalna telekomunikaciona kompanija
• Best Avaya partner u Adriatik regionu
• Deloitte Technology Fast 50 Central Europe 2008. i 2009.
• Posluje po ISO standardima
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Profil
• 110 profesionalaca
• 54 zaposlenih u Srbiji
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Partneri
• Avaya
• NICE
• Extreme networks
• Altitude
• Teleopti
• IBM
• Life Size
• CA
• HP
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
• Na polju IP telefonije u Srbiji Algotech je pionirska firma sa 30% udela u tržištu npr. Raiffeisen banka (100 lokacija), PTT (70 lokacija)...
• Call/Contact centri 88% udela u tržištu Srbije
Udeo na tržištu
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Reference
Raiffeisen bank AIK banka Banca Intesa Delta Generali Insurance EFG bank Findomestic bank First Data Hypo Alpe Adria Bank Komercijalna banka Marfin bank
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Reference
Grawe Osiguranje Basler Osiguranje NBS Srpska banka Čačanska banka Unicredit banka Volks banka
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Reference
EPS
Telekom Srbija
Telenor
Ikom
Pošta
SBB
EUnet
Huawei
Poreska uprava Srbije
CePP
RATEL
Trizma
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Reference
• DHL
• Belgrade Airport “Nikola Tesla”
• Belgrade Fair
• Sava Center
• Energoprojekt
• Hemofarm
• Grad Niš
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Ino reference• UPC
• American Express
• Citi bank
• General Electric
• HVB bank
• ING bank
• Vodafone
• Transcom
• Unicredit bank
• Telefonica O2
• T-Mobile
• E-ON -
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
HistoryHistory
1869186918761876
18811881
18991899
19251925 19461946 19471947
19841984
19961996
Avaya
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Jedan od najvećih proizvođača komunikacione opreme
34.000 zaposlenih širom sveta
Avaya koristi:
– preko 1.000.000 kupaca
– u više od 90 zemalja
– 90% firmi sa liste Fortune 500
razvijena partnerska širom sveta
Vlasnik Bosch – Tenovis-a od 2004. godine i Nortela od 2009.
AVAYA danas
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customersAvaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Avaya Aura Solution for Midsize EnterpriseRelease 6.2
UNIQA Osiguranje
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Meeting The Needs of All Market SegmentsFilling the Unified Communications Gap for Midsize and Large Enterprises
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xxx,000s 10,000
Midsize Large Fortune 1000
# of Users/site
250 1000
Avaya Aura®
Designed for Midsize and Large Enterprises, more advanced communications needs
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
The Midsize Enterprise Challenge
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WITH LESS
DO MORE
Source: (Gartner) Key Issues for IT Providers Targeting Midsize, Businesses, 2009 Michele C. Caminos”
Limited IT resources
Reduced installation & configuration
Minimal integration
Responsive support
Deliver the best UC solutions in an accessible package
Enhance productivity and customer satisfaction
Maintain security and contain costs
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Avaya Aura® Solution for Midsize EnterpriseAvaya Aura® in a midsize package
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Avaya Aura®
Solution for Midsize Enterprise
Avaya Aura®
more advanced communications needs
Designed for Midsize and Large Enterprises
xxx,000s 10,000
Midsize Large Fortune 1000
# of Users/site
250 1000
Avaya Aura® Solution for Midsize
Enterprise
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers 1
8
1MANY
Avaya Aura® Solution for Midsize Enterprise
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Avaya Aura® Solution for Midsize Enterprise
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Linux OS Virtualized
Virtual Machines controlled by System Platform
Enables multiple applications on single hardware platform
7 Avaya Aura® core applications in base server for easier install & configuration
Server Virtualization is Key to Midmarket Fit For Purpose
Algotech
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Communication Manager
Communication Manager Utility Services
Communication Manager Messaging
Session Manager
System Manager
Presence Services
Application Enablement Services
Avaya Aura Solutions for Midsize Enterprise
Applications include:
Single path install, less time, less
costly
Single management
interface, browser-based
Avaya Aura® Solution for Midsize Enterprise
System Platform virtualization
Target 200 to 1000 users,
10’s of locations
Virtualized OS, multiple
applications in single server
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Additional, Optional ApplicationsAdd features & value incrementally!
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UC All Inclusive
Avaya Aura®
MessagingAvaya Aura®
Conferencing
Avaya Aura®
Contact Center
Avaya Video Conferencing
Solutions
Avaya Flare ™ Experience
3rd Party Applications
G430/450 Gateways
Avaya B5800
Expand with Applications
Avaya Aura® Solution for Midsize Enterprise
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Customer Key Benefits:A flexible solution – for your business today and tomorrow
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Unified Communications
• One number (office/mobile)
• Use your PC as a phone wherever you are (one-X Communicator)
• D-I-Y phone administration (‘My Phone’)
• Never miss a call (Call coverage)
Mobility
• Reduce carrier costs (Least-cost routing, toll-bypass, SIP trunk management)
• Single virtualized server means reduced network, floor space, power, cooling & support costs
• Reliable solution (up to 5 ‘9s)
Lower TCO
• Assemble teams virtually (Meet-Me Conferencing)
• Use your existing investment (re-use phones, trunk and line interface cards)
• Be instantly reachable (IM/Presence built-in)
• Built in call centerAvaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Avaya Mobility Products The Right Solution Based on Your Business Needs
Mobile Client
Web Client
MicrosoftOCS Tab
Avaya one-X® CommunicatorAvaya one-X® Communicator
Desktop Client
Collaborative Workspace Integration Collaborative Workspace Integration
Avaya one-X® PortalAvaya one-X® Portal
Avaya one-X® MobileAvaya one-X® Mobile
Avaya one-X® DeskphoneAvaya one-X® Deskphone
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Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
What is Presence?
A real-time indication of the users status (availability to communicate):• Examples: Available, Busy, In a meeting, Do Not Disturb,
Out-of-Office
Presence may also indicate:• A personal message (“Traveling: Please call my mobile”)
• A preferred mode of communication (Telephone is in use but Instant Messaging is available)
• Location (Office, home, travelling)
A users status can be adjusted:• Manually, according to personal preference; or
• Automatically, based on other factors such as phone status (on or off hook)
28
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
What Does Presence Look Like?
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My personal status (what others see)
My “Buddies” List and their aggregated presence
My optional location and personal message
My “Buddies” optional personal messages
My “Buddies” optional location
My “Buddies” communication channel status
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Presence Benefits
Employee Productivity - Reduce email, voicemail and calling
• Understand your contacts status and communicate quickly efficiently across locations and time zones – shorten communications cycles
• Facilitates multi-modal communications
• Allows discreet pre-call set up or post-call wrap
• Permits back-channel communications during conference calls
Improved Customer Support
• Leverage expert resources instantly both inside and outside the contact center to improve responsiveness / reduce time to resolution
• Differentiate your business with rapid customer response
Collaboration - Federation with business partners
• Extend collaboration to key partners outside your own organization
30
Algotech
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Easy to use, Fun, easy to manage video
Ability to cost effectively extend video to the desktop
Consolidated collaboration interface
Brings together all communication history together
Reduces administration & management via Avaya Aura integration
Avaya Flare® Experience
Algotech
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Meet me audio conferencing with Avaya Aura Conferencing 6.0
Multiple point to point calls (up to 3 spotlights)
Hold, transfer, Mute
IM and federated presence via Avaya Aura Presence Services
Call history logs for audio & IM
Contacts & Call from contacts
Wi-fi, 3G and Junos VPN client support for iPad
The Avaya Flare® Communicator for iPad (ME 6.2)
Algotech
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Single number / Single Voice Mail
Serverless deployment
Enterprise dialing and presence updates
Corporate directory/contacts search & click-to-call
Free download from Apple Appstore
Call Handoff
Presence updates
Centralized call logging/recording
Avaya one-X® Mobile Lite for iPhoneAvaya EC 500 (Extension to Cellular)
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Single Number Reach
Low cost mobile communications
Single Voice Mail
Call handoff/management
Enterprise Unified Communications– Presence view and update– Search corporate directory and
local contacts– Unified call logs and contacts
across Avaya one-X endpoints– Visual Voice Mail– Conferencing Integration
Avaya one-X® Mobile Integrates mobile smartphones with Avaya Aura UC Applications and Services
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Avaya 9600 IP Deskphones Intuitive, simple-to-use,
context-sensitive user interface
Business value and investment protection via open standards
Bluetooth
Gigabit Ethernet (phone & PC
Acoustically engineered; G722 wideband on all phones
VPN capable to work at home
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9600 IP Deskphones
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Advanced Features 9600 Series IP Deskphones
Microsoft Outlook Integration to make a call or send an IM
Consolidated Phonebook/Call-IM History
Avaya Aura™ Conferencing via the Avaya Flare touchscreen interface.
Instant Messaging with touchscreen keyboard as well as pre-written IMs
Browser to access websites and enterprise applications.
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Available on the 9621G & 9641G IP Deskphone
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Avaya Industry Recognition
39
J.D. Power Associates Certification
For 4 years in a row, Avaya has been recognized by J.D. Power
and Associates for “Providing An Outstanding Customer Experience”
Hall of Fame Award
Recognition for Lifetime Achievement for Outstanding
Service
J.D. Power and Associates 2010 Certified Technology Service & Support ProgramSM, developed in conjunction with Technology Services Industry Associates (TSIA). For more information, visit www.jdpower.com or www.tsia.com
#1 MARKET SHARE
Positioned as a Leader in Gartner Magic Quadrants
for Unified Communications*, Contact Center**, and
Corporate Telephony***
39
Avaya ShoreTel
CC 53.1% 1.4%
Telephony Systems
27.9% 2.6%
Messaging 34.3% 3.1%
SMEC 22.4% 4.8%
CTUC CC
*Gartner, Inc., Magic Quadrant for Unified Communications, B. Elliot, S. Blood,
July 28, 2010. **Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide, Drew Kraus et al,
February, 2010.***Gartner, Inc., Magic Quadrant for Corporate Telephony, S. Blood, J. Lassman, G. Johnson,
August 3, 2010. http://www.gartner.com/technology/media-products/reprints/avaya/vol7/article2/article2.html
Avaya ShoreTel
R&D $407 $33
Patents 5400 62
Employees 18,900 479
Channel Partners
9,200 800
Technology Investment
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Avaya Aura Solution - UNIQA Osiguranje
Architecture of Contact Center and Enterprise IP telephony solution
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Midsize Enterprise 6.2 Capacities
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Midsize Enterprise 6.2 Capacities
Avaya Aura® Solution for Midsize Enterprise
• 2400 total Communication Manager stations, 2400 SIP URE users,
2400 Communication Manager Messaging mailboxes.
• 250 branches/survivable remote branches
• 250 B5800 branches
• 1000 video users
• 1000 SIP or non-SIP contact center agents (Avaya Aura® Contact Center or Contact
Center Elite)
• IP trunk capacity: 2000 (to meet the needs of the Avaya Aura® Contact Center for both
Communication Manager Evolution Server and Communication Manager Feature Server)
• Traffic: General business 10K BHCC, call center 10K BHCC
43
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Avaya Aura™ Contact Center
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Source: Webtorials Editorial/Analyst Division
0%
20%
40%
60%
80%Percent of Respondents
Voice
(agent)
Fax Voice
(self)
Email Web SMS Chat Video Social
Media
IM
2010 2012
VOICE OF THE CUSTOMERNO PREDOMINANT CHANNEL
Need to be Proficient in all Channels
Algotech
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Avaya Aura™ Contact Center
49
What is It? A context-sensitive, inbound/outbound voice and
multi-media solution that lets enterprises anticipate, automate and accelerate customer interactions
Why does it Matter? Solution addresses end to end experience management
Allowing companies to react to Changing demographics,
New economic realities
Rapidly growing new modes of communication
How does it Work? Intelligent, holistic, workflow of multiple media types
Customer context preservation throughout interaction Drag and drop Service Creation Environment Common administration and unified reporting
Unified agent desktop Integrated progressive and preview outbound dialing
Unified multimedia customer contact
Customers
VoiceE MailIM /Chat
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Workforce Optimization
50
End Customer
Self Service Management & Administration
Instant Messaging
Business Applications
Customer Service
ExpertAssist Expert
Assist ExpertAssist
Avaya AuraTM Contact Center Suite
Avaya Flare™
User Experience
AvayaAura CC
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Avaya Aura® Experience Portal 6
How does it Work? Orchestrates all inbound/outbound interactions across
all media channels and CC resources
Integrated with AACC and AACC Elite for seamless agent selection and work assignment
Deploy Intelligent Customer Routing option to optimize service delivery at lowest possible cost
Unify service creation with new Avaya Aura® Orchestration Designer (supplied free of charge!)
What is It? Unified software platform for orchestration of the
end to end customer experience
Why does it Matter? Differentiate your brand with “out of this world”
personalized service across all channels
Unify self and assisted service across your business and optimize the customer experience through the
lowest cost resources
Unified ExperienceOrchestration
Customers
Agent Assist
Expert Assist
Self-Service
ContextualCollaborative
Speech E Mail Text Video Social
Aura®Experience
Portal
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Avaya Aura Experience Portal 6.0 integration– Intelligent agent selection
– Advanced wait treatment
– IVR treatment (credit card authentication, auto call completion)
Best in class business continuity
Flexible architecture supports tens of thousands of concurrent ports
Built in application reporting / analytics
AVP / AAExPfor Self-Service
End Customer
AACC
AACC for Assisted Service
Avaya AuraTM Contact Center Self Service
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers 53
Live Agent(as needed)
Customer Contact Strategy
Proactively Managing multimedia inbound/outbound automated and assisted care
OutboundVoice
Text
Customer
Customer Customer
Customer
CustomerAvaya Aura™ Contact Center
AndVoice Portal
SIP
Proactive Outreach
SIP
Self Service
Welcome Aboard
Payment Reminder
Product Promotion
SubscriptionRenewals
ProductSupport
Corporate Directory
Ordering and Payments
Applications
InboundCustomer
Customer
Customer
CustomerCustomer
CustomerVoice
Text
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Customer Connections Web
IVVR
Revenue in Queue
“Ad Space”
© 2009 Avaya Inc. All rights reserved.© 2009 Avaya Inc. All rights reserved.
Enabling the application suite
Self-Service
Proactive Outreach
Advanced Wait Treatment
Speech Enabled
2nd Chance Self Service
Customer Connections Mobile
(iPhone/Android)
Call Back Assist
Enterprise Call Routing
AgentJoy
Joe Consumer
ExperiencePortal
A Set of Services as Building Blocks to Differentiate the Customer Experience
PackagedApplications
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Avaya Aura® Orchestration Designer 6.0
What is It? Single design tool for Aura® Contact Center suite customer experience applications
Why does it Matter? Accelerates application development
Reduces time to market
Lowers development costs,
Enables application agility
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Scripting the Caller Experience: Orchestration Designer
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Roles Based Access Distribution of Management Responsibility
Allows operations to be visible, invisible, read only or read/write
Supports tenant controls
Group any combination of operations as a custom role
Business user that monitors their reports
Application administrator that can change menus and prompts
Management staff that deals with alarms
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Configurable Application Variables
Give business users ability to change applications
Administrative Model for Application Data
– Allows custom application data administration to be part of Management System
– Roles Based Access Control
Example Uses
– Hours of operation, Emergency announcements, Routing
– Contact Information, Holiday greetings/flows, New Products
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Management System:Web Based Administration & Reporting
Four Functional Areas Addressed– User Management– System Maintenance– System Configuration– Reporting
On-demand Reports based on– Call Detail Records– Session Detail Records– Application Detail Records– Performance
Database open and schema published for– Access for custom reporting– Integration with Avaya IQ and
Performance Center
Integrates with Avaya Contact Center Control Manager for common administration.
Algotech
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How are Self Service Applications Performing? Call Traffic Reporting
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Call Flow Graph Report
Visualization of application summary report
Identify unused and most used paths
Color coded to easily map callers paths through application
Useful in validating application effectiveness
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
OpenQueueWork
Assignment
Social
Inbound Voice
Voice Mail
Fax
Outbound
SMS
Web Chat
Callback requests
• The Right Contact to the Right Agent according to
your business rules
• Intelligent multimedia work flow through open,
universal queue with multiple contact handling
• Service Level Routing
• Expected Wait Time
Avaya AuraTM Contact Centre routing
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Avaya AuraTM Contact Centre Multimedia
Avaya AuraCommunication Manager 6.x
Avaya AuraContact Center 6.2
Voice and Multimedia: Avaya Agent Desktop (AADD)
Avaya Aura Experience Portal
Avaya AuraSession Manager
VoiceRecording
Unified Agent Administration Unified Agent Desktop Unified Reporting and Performance Management
Multimedia
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Unified Agent Desktop- All contacts through Avaya Aura ® Agent Desktop
Multiple contact handling
Full-feature email editor functions
Outbound dialing
Screen Pop- Network information (ANI, DNIS) - Data collected via IVR (Account number, skillset)
Complete Contact History- Provides history for all contact types
64
Avaya AuraTM Contact Centre Agent Desktop
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Incoming Voice Contact
Accepted Voice Contact
Avaya Aura Agent Desktop
Agent Desktop for voice & multi-media
Telephony functionality
Activity and Not Ready Reason Codes drop-down menu
Voice delivered either by physical phone or soft-phone
AUXCode
Dropdown
Agent & Skillset Stats
Active Skillset and Time on Contact
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Multiple Contact HandlingImproves Productivity of Capable Agents
Contacts will flash to indicate agent action
required
Number of simultaneous contacts configurable (1-6) by
supervisor One voice contact
Up to 5 multimedia contacts in any combination
configurable by supervisor Time delay, before “Additional
Contact” is presented is configurable
Logged in agent is automatically set to Ready
while handling a voice call, chat or e-mail contact
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Auto SuggestPrepared
response given to agent; “Hover” for
Preview
Reply OptionsTo/CC/BCC
E-mail editing Full style editing e.g.
font, size, bold, italics,216 colors, bulleted and numbered lists, insert
tables, images, hyperlinks, etc.
E-mail HistoryAgent can Review
e-mail trail
Editor FunctionsEfficient E-Mail Handling
E-mail templates HTML or Text-based
Previous Contact History
Agent can Review past multimedia interactions for this customer
Algotech
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8
SIP call to skill set Electronic
Info available
Skill set name passed as parameter
Triggered application or
URL
Complete desktop
integration
Browsing support
Avaya Aura Agent Desktop - Screen Pop
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Allows agents to pre-record greeting– Agents can record different greetings for each skillset to
which they are assigned
– Greetings automatically played at start of interaction; gives agent a moment to review customer information
– Option to use different greetings for different times of the call-taking day (morning – afternoon – evening)
– Default greetings for use if no skillset specific greeting has been recorded
69
Avaya Aura Agent Desktop - Agent Greetings
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Avaya AuraTM Contact Centre Historical Reports
Unified reporting– All contact types
Web based reporting– All reports available on web portal
Inbound & Outbound– By Skillset and Campaign
Agent performance:– Compete agent statistics for all
activities and contact types
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Shows a graphical representation of service level, contact handling performance, and agent staffing
The statistics are divided across three timeline graphs:– Service Level
– Contacts
– Average Agents
Avaya AuraTM Contact Centre Historical Reports
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Avaya AuraTM Contact Centre Realtime Displays
Algotech
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Avaya AuraTM Contact Centre Realtime Charts
Algotech
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Avaya Aura ® Workforce Optimization
Speech & Text AnalyticsDesktop &
ProcessAnalytics
Quality Monitoring
CustomerFeedback
Mgmt
eLearning Recording
WorkforceManagement
Scorecards
Avaya Aura ®
WorkforceOptimization
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Avaya Contact Recorder provides recording platform- scalable- software only- running on standard PC hardware
Full time screen recording
Archive recordings- Audio and Screen- Audio only- Screen only
Avaya Contact Recorder
Algotech
Avaya – Proprietary & ConfidentialUse pursuant to your signed agreement or Avaya policy. Do not share outside your organization or with customers
Avaya Aura®
Contacts
76
Nemanja Begenišić
Dragan Stojanović
Miloš Ćosić
Algotech d.o.o.
Belgrade, Serbia