avaya aura ® contact center 6.2 nda presentation
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Avaya Aura® Contact Center 6.2NDA Presentation
© 2010 Avaya Inc. All rights reserved.
Agenda
Avaya Aura Contact Center (AACC) Introduction
AACC 6.1 Recap
AACC 6.2 Overview
Scalability Increases
Supported Systems
Enhancements to the “AACC Agent Experience”
Orchestration (Workflow)
Management and Performance
Operational Enhancements
2
© 2010 Avaya Inc. All rights reserved.
Avaya Aura™ Contact Center
3
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 Leverages Unified Communications infrastructure of CM or CS1000
Adds Multimedia capability to CM and CC Elite implementations Unified multimedia customer
contact
Customers
VoiceE MailIM /Chat
© 2010 Avaya Inc. All rights reserved. 4
Voice Portal Integration
Embedded soft-phone for Avaya Aura™ Agent Desktop for Communication Manager Configuration
Multimedia Adjunct to CC Elite
Workforce Optimization (WFO) Integration
Integration with Salesforce.com
Avaya Aura™ Contact Center 6.1
© 2010 Avaya Inc. All rights reserved.
AACC 6.2 OverviewKey Messages
AACC and Elite Integration Option– Single, unified agent desktop– Consolidated reporting across channels
Context-rich Collaboration– Avaya Aura Session Manager 6.1 with
Avaya Aura Presence Services
Virtual Contact Center– Multi-site networking between
AACC nodes– Avaya Aura Communication Manager,
Avaya Session Manager and Avaya NES Communication Server 1000
Business Continuity– Industry leading resiliency and availability
5
A unified, next generation contact
center solution
Improve First Contact Resolution (FCR)
Impact Agent Productivity
Reduce Total Cost of Ownership (TCO) via a Centralized
Management Model
Reduce Total Cost of Ownership (TCO) with virtually zero
downtime
© 2010 Avaya Inc. All rights reserved.
AACC 6.2Scalability and Supported Systems
Avaya PlatformSupported Releases
Concurrent Voice Agents
Concurrent Multimedia
Agents
CC Elite Adjunct 3x,4x,5x,6x Per Elite on CM release limit
3,000
Avaya Aura (CM-MBT) 5.2.1 300 300
Avaya Aura (CM Standalone) 5.2.1 1,000 1,000
Avaya Aura (with Session Manager)
SM 6.1,CM 6.01, AES 6.1 3,000 3,000
CS1000 SIP 5.x, 6.x,7.x 1,500 1,500
CS1000M AML 5.x, 6.x, 7.x 2,250 2,250
CS1000E AML 5.x, 6.x 3,350 3,000
CS1000E AML 7.x 5,000 3,0006
© 2010 Avaya Inc. All rights reserved.
AACC 6.X Server Requirements
Minimum(installing on existing infrastructure)
CCMS CCMA CCT CCMM NCC AMS
CPU Quad Xeon 2.8GHz Quad Xeon 2.8GHz *
Dual Xeon 2.0GHz
Dual Quad Xeon 2.5GHz
No. Cores 4 2 8
RAM (GB) 8 4 8
Disk Type(s) and Speed (Min) SCSI, SATA, SAS7200 rpm
SCSI, SATA, SAS
15000 rpm
Minimum Disk Size (GB) 260 60 81 440 83 150
Network Interface 100MBit/s
* Will support up to 600 MM Agents. For 600-1000 MM Agents, a Dual-Quad Xeon is required.** 16-core server currently under evaluation with a view to replacing existing 8-core offering
Recommended(installing on new infrastructure)
CCMS , CCMA, CCT Co-Res CCMM NCC AMS
CPU Dual Six-Core Xeon 2.4GHz (or greater)
No. Cores 12
RAM (GB) 12
Disk Type(s) and Speed (Min) SCSI, SATA, SAS7200 rpm
SCSI, SATA, SAS
15000 rpm
Minimum Disk Size (GB) 500 1000 100 150
Network Interface 1000MBit/s
© 2010 Avaya Inc. All rights reserved.
AACC Server Footprint Guidelines(CM configurations, excl. UC hardware)
AACC 6.2(Based on IBM x3550M3 Server)
Single Server
Multi-Server Configurations
Voice-Only Voice + Multimedia
Voice Agents 300 1000 1500 500 1000 3000
Multimedia Agents(Email, Web Comms, IM) 300 N/A N/A 500 1000 3000
Co-Resident MAS Yes No No No No No
No. AACC App Servers 1 1 1 1 2 2
No. MAS Servers (Linux) 0 1 2 1 1 3
Total No. Servers (non-HA) 1 2 3 2 3 5
Total No. Servers (HA) N/A 4 6 4 6 10
AACC 6.0/6.1(Based on IBM x3550M2 Server)
Single Server
Multi-Server Configurations
Voice-Only Voice + Multimedia
Voice Agents 200 500 1000 400 600 1000
Multimedia Agents(Email, Web Comms, IM) 200 N/A N/A 400 600 1000
Co-Resident MAS Yes No No No No No
No. AACC App Servers 1 1 1 1 2 2
No. MAS Servers 0 1 2 1 1 2
Total No. Servers 1 2 3 2 3 4
Figures are guidelines only based on typical configurations.
© 2010 Avaya Inc. All rights reserved. 9
AACC 6.X Capacity Breakpoints
500 1000 1500 2000 2500 3000Active Concurrent Agents
AMS
CCMA
CCMS
CCT
CCMM
CCMA
CCMS
CCT
CCMM
300
AMS
600
CCMA
CCMS
CCT
AMS
CCMM
1000
CCMA
CCMS
CCT
AMS
CCMM
2000
AMS
CCMA
CCMS
CCT
AMS
CCMM
AMS
AMS
3000
4 servers
5 servers• All servers are dual six-core machines.• AMS servers are Linux based.
3 servers
© 2010 Avaya Inc. All rights reserved.
Avaya Aura Contact Center Supported Phones with AACC 6.2
10
CM Configuration
H323• Avaya16xx series IP Deskphones• Avaya 46xx series IP Deskphones• Avaya 96xx series IP Deskphones• One X communicator 5.2 or later• Embedded H3232 Softphone
within Avaya Aura Agent Desktop Digital• Avaya 24xx Digital Phones• Avaya 64xx Digital PhonesSIP Stack• Avaya 96xx series IP Deskphones
running the 4620SIPCC load
CS1000 Configuration
IP/Unistim Stack• Avaya 11xx series Deskphone• Avaya 12xx series Deskphone• Avaya 2002 IP Deskphone• Avaya 2050 IP Softphone• Avaya 2004 IP Deskphone• Avaya 2007 IP DeskphoneDigital• Avaya 3904 Digital Deskphone• Avaya 3905 Digital Deskphone
© 2010 Avaya Inc. All rights reserved.
AACC 6.2Agent Experience
Unified Agent Desktop– Fully blended for both AACC and Elite– Ideal for those Call Center Elite customers who want to add AACC– Designed for Call Center Elite customers migrating from either Avaya
Interaction Center (IC) and/or Avaya Contact Center Express (CCE) to Avaya Aura Contact Center Multimedia
Complete Contact History across Supported Media Types– AACC 6.1 provided contact history of all
non-voice contacts– AACC 6.2 provides history for all
contact types, including voice
11
© 2010 Avaya Inc. All rights reserved.
AACC 6.2Presence Services
Agent Desktop with Integrated Presence Services– Adds support for Avaya Aura® Presence Server– Adds support for Microsoft OCS 2007
Use Customizable Expert Lists – Ensures a dynamic view for the user
– Based on keyword analysis
Agents can Access “Anywhere Expertise”– Reach other agents or supervisors within your contact center
– Reach Non-CC Experts elsewhere in your enterprise
12
Ensure greater
opportunity for first call resolution
© 2010 Avaya Inc. All rights reserved.
Multimedia Companion for Call Center Elite Voice off Avaya Communication Manager
13
AACC Voice agent licenses are not required when only using multimedia on AACC: Expand Call Center Elite with full multimedia capabilities!
Avaya AuraCall Center Elite 6.0
Avaya AuraCommunication Manager 6.x
Avaya AuraContact Center 6.2
Voice and Multimedia: Avaya Agent Desktop (AADD)
Avaya Voice Portal / Experience Portal
(Optional)
Avaya AuraSession Manager
(Optional)
Voice
CMS IQ
Recording
Avaya Contact CenterControl Manager
(Optional)
Unified Agent Administration Unified Agent Desktop Unified Reporting and
Performance Management
Multimedia
© 2010 Avaya Inc. All rights reserved.
14
Multimedia Companion for Call Center Elite(continued) Unified Agent Administration
– Avaya Contact Center Control Manager– Single administration point for adds, moves, changes for
Call Center Elite and Avaya Aura® CC 6.2 agents as well as other Avaya Contact Center Business Unit created solutions
Integrated Agent Desktop and Reporting– All contacts through Avaya Aura ® Agent Desktop – Avaya IQ 5.2 reports on both Voice from CC Elite and Multimedia from
AACC
Unified Voice and Multimedia Contact Management– Call Center Elite voice
– existing applications continue uninterrupted (Avaya Voice Portal, Call Management System, Avaya IQ, recording, etc.)
– Avaya Aura Contact Center 6.2 multimedia– email, web chat, SMS text, fax and white mail, social media via Avaya Social
Media Manager
14
AACC Multimedia – evolving from adjunct to integrated solution
© 2010 Avaya Inc. All rights reserved.
AACC 6.2 Agent Greetings
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
15
© 2010 Avaya Inc. All rights reserved.
AACC 6.2Multimedia Enhancements
Web Chat enhancements– Supervisor Web Chat Observe
– Supervisor Web Chat Barge-In
Leverage Avaya Social Media Manager– Social Media is supported as an Email Contact
– Display of contact type and sentiment
– Agent interacts with Social Media site
16
© 2010 Avaya Inc. All rights reserved.
AACC 6.2 Off-Site Agent Support
Facilitate Engagement of Offsite Agents– No special equipment for agents needed
– Once logged in, remote agents have access equivalent to an AACC on-site agent, fully under the control of management
Available with both CS1000 & Communication Manager– Avaya NES Communication Server 1000 AML:
– Similar solution as for Avaya Aura Offsite Agent 6.0
– Administration integrated into CCMA
– Avaya Aura Communication Manager with SIP:– Agents can specify telephony modes
(such as telecommuter)
17
© 2010 Avaya Inc. All rights reserved.
AACC 6.2Orchestration
Avaya Orchestration Designer 6.0 provides a common “Service Creation Environment” for:– Avaya Aura Contact Center 6.2
– Avaya Aura Experience Portal 6.0
Create and manage contact center and self-service applications with a single workflow tool– Combines the best of Avaya NES SCE (Service Creation
Environment) and Avaya Dialog Designer
– Create workflows for Avaya Aura Contact Center
– Create CCXML and VXML applications for Voice Portal (VP), Interactive Response (IR), Media Processing Server (MPS), Interactive Communication Portal (ICP) and/or Avaya Aura Experience Portal
18
© 2010 Avaya Inc. All rights reserved. 19
Avaya Voice Portal 5.1 and Avaya Aura Experience Portal 6.0 integration for
Intelligent agent selectionAdvanced wait treatment
IVR treatment (credit card authentication, auto call completion)
Software based platform leverages existing IT investments
Best in class business continuity
Flexible architecture supports tens of thousands of concurrent ports
Built in application reporting / analytics
Investment protection for legacy applications
AVP / AAExPfor Self-Service
End Customer
AACC 6.2 and Self-Service IntegrationFront-end and Back-end Self Service
AACC
AACC for Assisted Service
Leverage “Experience Portal First” and Mid-Assignment Integration
© 2010 Avaya Inc. All rights reserved. 20
AACC – Workflow Enhancements
Introducing some Avaya Business Advocate features into AACC
Service Level Workflow (SLW) based on Target Service Level– Service level target instrumental in workflow decisions– Goal: minimize callers experiencing wait times which exceed the
targeted service level goal
Dynamic Agent/Skillset match based on Target Service Level– Reduces wait time by assigning “dynamic skillsets” to “reserve” agents– Reserve agents activated if skillset Expected Wait Time (EWT)
exceeds the targeted service level– When EWT falls below the targeted service level goal, reserve agents
released– Administrator selection of AACC EWT or Enhanced EWT
© 2010 Avaya Inc. All rights reserved.
AACC 6.2Management and Performance
Avaya IQ 5.2 unifies reporting for Call Center Elite voice and AACC multimedia channels– Supports reporting for multiple contact handling (multiplicity)– Can query by agent name
Notes: – Reports on AACC
multimedia channels only– Currently AACC Voice
contacts are not reporting in IQ; Leverage AACC reporting for AACC voice
212121
© 2010 Avaya Inc. All rights reserved.
AACC Virtual Contact Center Support
1. Multiple AACC instances are treated as a single virtual agent pool.
2. This means that any skillset can span multiple AACC nodes and leverage Network Skills Based Workflow (NSBW)
3. This “pooling effect” maximizes enterprise service with reserve agent reservation capability
4. AACC Virtual CC Support delivers scale, high availability, and geographic resource distribution
22
Avaya Aura
Contact Center
Avaya Aura
Contact Center
Avaya Aura
Contact Center
Avaya Aura
Contact Center
© 2010 Avaya Inc. All rights reserved.
AACC#3
Communication Manager/
Session Manager
AACC#2
CS1000SIP
AACC#1
CS1000AML
23
Virtual CC Support across Avaya Call Servers
Network Control Center (NCC)
Skill #1
Skill #2
Skill #3
Skill #4
Skill #5
Network Skillsets
AACC Administrator
© 2010 Avaya Inc. All rights reserved. 24
AACC 6.0(July 2010)
AACC 6.1 (November 2010)
AACC 6.2 (June 2011)
Avaya NES CS1000 AML
Campus HA, failover -> ACD Fallback
Geographic High Availability, 1 additional data center
Avaya MBT
Mid-Market Campus High Availability, failover
(AACC similar to MBT platform performance)
Avaya Communication Manager (CM) + SIP Enablement Services (SES)
Avaya NES CS1000 SIP
Aura Communication Manager + Session Manager
Not Applicable
Not Applicable
Campus High Availability, MAS HA
Geo HA
Enhancing Business Continuity High Availability of Media Services and Application Engines
© 2010 Avaya Inc. All rights reserved.
AACC Delivers Business Continuity!
Avaya Media Server preserves sessions during failover
Avaya Aura Contact Center core functions provide rapid transition for all key functions in high-availability
Zero Touch Auto-Recovery of the Agent Interface– Agent Login, Ready state automatically preserved
Preservation of both “session and SIP stack state” in real-time
25
© 2010 Avaya Inc. All rights reserved. 26
Primary Site: Hot Standby Campus AACC
WA
N
AES 6.1 Active
AES 6.1 Standby
AACC (A) AACC (S)
CCMM (S)
AACC (W)
SM #3 6.1
AACC Geographic + CM Survivable Core
Branch: Warm Standby AACC
AMS 7.x (S)
AMS 7.x (A)
SM #1 6.1 SM #2 6.1
CM 6.0.1 Active
CM 6.0.1Standby
Survivable Core
G4xx G4xx
AES 6.1
AMS 7.x
PSTN
RTP
SIP
TR-87
ASAI
SIP
TR-87
ASAI
Note new name for ESS/LSP : CM Survivable (Processor)
© 2010 Avaya Inc. All rights reserved.
Avaya Media Server for CS1000 AML
27
Delivered as part of Avaya Aura® Experience Portal 6.0Minimum releases:
Avaya NES CS1000 7.0 or 7.5Avaya Aura Contact Center (AACC) 6.2
Delivers AACC integrated IVR capabilities accessed from within the AACC workflow environmentPlay prompt with treatment IDCollect Caller-Entered Digits (DTMF) digits
AMS 7.0 based – utilizes clustering for HA and scaleSIP integration to CS1000Replacement for (but cannot co-reside with) CallPilot
© 2010 Avaya Inc. All rights reserved. 28
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