avaya contact center control manager - e-telsystems.com - contact center... · avaya.com | 5...
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Avaya Contact Center Control Manager (ACCCM)
2 | avaya.com
In today’s dynamic marketplace customers expect rapid, efficient, and highly effective interactions when communicating with vendors. Any vendor who fails to meet the needs and expectations of consumers quickly discovers that unhappy customers are ready, willing, and able to swiftly take their business elsewhere.
Helping your business compete, ACCCM enables you to:
• Lower labor costs by reducing administration time per transaction
• Improve accuracy with single (rather than multiple) points of data entry
• Leverage non-technical personnel to perform administrative tasks
• Enhance security through role-based permissions
Avaya Contact Center Control Manager – Making the Best Better
Designed to consolidate customer
facing activities across all channels,
Avaya’s robust contact center
solutions help your business address
the challenge of providing
outstanding customer experiences
consistently. Enabling you to
maximize the value of your
investment in our contact center
applications, Avaya Contact Center
Control Manager delivers centralized
administration and management of
our Avaya Aura® Contact Center
Suite including (but not limited to)
Avaya Aura® Call Center Elite (with
Business Advocate), Avaya
Communication Manager, Avaya
Interaction Center, Avaya Contact
Center Express, Avaya Intelligent
Customer Routing, Avaya Proactive
Contact, Avaya Call Management
System (CMS), Avaya Voice Portal,
Avaya Interactive Response, Avaya
Workforce Optimization and even
third-party adjunct contact center
applications.
Complementing Avaya Aura®
Communication Manager with a
range of functionality and
operationally oriented administration
tiers, ACCCM streamlines
management of all Avaya Contact
Center operations, enabling
organizations to respond in real-time
to even the most demanding
customer needs.
Business Benefits
Effectively combining and
integrating management and
administration of a wide range of
Contact Center applications, Avaya
Contact Center Control Manager
complements the full suite of Avaya
Contact Center solutions. Focused
on functional hierarchy and call
center business logic (instead of
technology components and IP
telephony), ACCCM makes it easy to
perform a one-time definition of
entities and data that enable
centralized management and
application of the contact center
functionality of these entities across
Avaya’s Contact Center offerings.
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Circumventing the need to
administer contact center software
on a system-by-system basis, the
following systems and capabilities
can be set up and managed through
ACCCM’s intuitive and unified
browser-based interface: Avaya®
Aura Communication Manager,
Computer Telephony Integration
(CTI), Integrated Voice Response
(IVR), call recording systems, Vector
Directory Numbers, Policy Routing
Tables, Vectors, Skills, Service Hours
Tables, Vector Routing Tables,
Holiday Tables, Agents, extensions,
call flows, IVR working hours,
dynamic prompts and menu content.
Avaya Contact Center Control
Manager features a broad array of
centralized security features
including the ability to apply role-
based permissions for every object
administered. The location-based
architecture allows every
administered object to be assigned
to a "location" (virtual).
Administrative partitioning can be
achieved by controlling access to
specific locations. Along with
system transparency, customer
privacy and security are maintained
and, in addition, Avaya Contact
Center Control Manager supports
complete Microsoft® Active
Directory integration with single
sign-on functionality and G13
language localization. Because
ACCCM can be implemented and
operated easily, by non-technical
personnel, control can be returned to
contact center leaders and line of
business managers who use and rely
on the system every day.
Avaya Contact Center Control
Manager seamlessly integrates with
and supports operational
administration of Avaya’s entire
Contact Center Suite, including:
° Avaya Aura® Communication
Manager – provides centralized
administration and a single point of
management for Avaya Aura® Call
Center Elite software and Avaya
Business Advocate call center
components and entities
° Avaya Call Management System
(CMS) – a database, administration,
and reporting application, CMS
helps businesses identify
operational issues, enabling them
to take action immediately
Key Features & Benefits
• Centralized management and administration of all contact center applications
• User-friendly, Web-based, highly personalized thin client application interface
• Full tenant partitioning with role-based access controls
• Single deployment of ACCCM supports multiple Avaya Communication Manager systems
• Non-technical staff can perform administrative tasks easily, based on ACCCM’s enhanced role-based permission engine
• Seamless transition for customers with a mixed environment of Avaya Aura® Contact Centers
• Negligible hardware requirements, a green solution enabling virtualization and cloud networking and processing
• Scalable, accommodating organizations of all sizes
• Intuitive visual call flow design and vector management
• Full Microsoft® Active Directory integration with single sign-on functionality
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° Avaya IQ – foundational to the
evolving Avaya Performance
Center solution, Avaya IQ is a
contact center reporting and
analytics platform that consolidates
real-time data from Avaya
customer service solutions and
enterprise business resources
° Avaya Proactive Contact – enables
previewing, initiation, and tracking
of outbound contact center
communications
° Avaya Proactive Outreach
Manager – offers automated
outbound campaign management,
giving organizations the power to
create and deliver automated
voice, email, or SMS messages that
enable users to immediately
choose a self service option or to
interact with a live agent
° Avaya Interaction Center –
provides enterprise-class control of
contact-center communications
across multiple channels: voice,
video, email, Web chat, and IP
telephony
° Avaya Contact Center Express –
processes all multi-media channels,
routing requests to an agent who
can reply using the same mode of
communication
° Avaya Aura® Contact Center –
delivering seamless, context-
sensitive customer care, supports
non-voice multimedia when
connected to an Avaya
Communication Manager using
Avaya Aura® Call Center Elite
software for voice
° Avaya Voice Portal – Web-based
voice application design and
management that controls IVR
system functionality without a
single line of code
° Avaya Aura® Customer
Experience Portal – a next
generation self service platform
° Avaya one-X® Agent – desktop
software application built to meet
the specific needs of contact
center agents
° Avaya Aura® Workforce
Optimization – analytics-driven
offering that enables organizations
to capture, analyze, and act on
information that can improve
workforce performance, customer
interactions and customer service
processes
Avaya Contact Center Control Manager seamlessly integrates with and supports operational administration of Avaya’s entire Contact Center Suite, including:
• Avaya Aura® Communication Manager
• Avaya Call Management Systems
• Avaya IQ
• Avaya Proactive Contact
• Avaya Proactive Outreach Manager
• Avaya Interaction Center
• Avaya Contact Center Express
• Avaya Aura® Contact Center
• Avaya Voice Portal
• Avaya Aura® Customer Experience Portal
• Avaya one-X® Agent
• Avaya Aura® Workforce Optimization
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Leading Edge Solution and Features
The Avaya Contact Center Control
Manager solution is designed to
optimize your Contact Center
performance and business
processes, reduce risk, and enable
competitive advantages while
enhancing customer service and
relationships across your
organization. Providing seamless
interoperability with the Avaya
Aura® Contact Center Suite of
solutions, ACCCM can increase agent
productivity, optimize contact center
operations and increase the value of
your existing investment.
Avaya Visual Call Flow Designer –
robust and easy to use, this tool
enables users to manage vectors
within an Avaya Communication
Manager running Avaya Aura® Call
Center Elite software with Expert
Agent Selection. Through ACCCM’s
Web based tool, call flows can be
revised using the drag and drop
capabilities of the Avaya Visual Call
Flow Designer. For customers using
Avaya Aura® Contact Center as a
multimedia adjunct to Avaya Aura®
Call Center Elite software, and who
wish to move to fully Contact Center
driven multimedia with their Avaya
Communication Manager, there is a
tool available (as part of ACCCM)
that enables design of Contact
Center scripts from ACCCM and that
can migrate Avaya Communication
Manager resident vectors into
Contact Center resident service
creation environment flows.
Organizational Structure based
Administration – provides the ability
to manage an organizational
structure in the contact center with
sites, segment, teams, supervisors,
agents, including assignment of user
permissions based on organizational
hierarchy.
Virtual Group Management –
enables management of virtual
groups in parallel with a physical
organizational chart wherein virtual
groups have been provisioned as
agent groups in CMS. The ability to
manage virtual groups in this way is
useful in Flatten - Consolidate -
Extend (FCE) environments and,
with ACCCM, an unlimited number of
virtual groups can be managed and a
single agent can be assigned to
multiple virtual groups.
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Role Based Access Control –
enables control based on role in
accordance with organizational
guidelines. Through ACCCM, an
unlimited number of roles with
different permissions can be defined
so granularly that users can be
assigned to specific roles within each
application to which they are
assigned.
Deployment Wizard – a Web based
tool that allows a non-technical user
to deploy contact center
environments without the need to
setup required contact center
infrastructure such as configuring
skills, routing points, holiday tables,
etc.
Enhanced Audit and Roll-back –
provides rollback capabilities and
stores the entire change history
indefinitely, if desired, with audit
capabilities that enable users to
review changes done directly on the
Avaya Aura® Communication
Manager.
Personalization – allows users to
personalize their administrative
environment and to create shortcuts
for quick, easy navigation.
Integratable with the audit log
feature, this tool lets individuals who
work within teams review changes
made by individual team members.
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Product SpecificationsFeature Avaya Contact Center Control
Manager for Avaya Contact Centers
Competitive Solutions Available
Support for Avaya contact center environments Yes
Not Applicable
Management of both Communications as a Service (CaaS) and customer-created (in-house) deployments within a single platform
Yes
None because competitors require different tools to manage service provider and customer-created deployments
Usage tracking and billing capabilities for contact center environments
Yes
None based on our current review of industry offerings
Visual Call Flow Designer for contact centers Yes
Yes
Unified Communication Administration and Provisioning
Yes
Partial support because ACCCM is predominately focused on UC capabilities that complement Contact Center so we can’t guarantee full UC compliance
Unified Communication “end user” self-care administration
Yes
Partial support because ACCCM is predominately focused on UC capabilities that complement Contact Center so we can’t guarantee full UC compliance
Contact Center Administration and Provisioning
Yes
Partial support because some administration and provisioning of solution components is required (such as trunks in Avaya Communication Manager)
Contact Center User Self-Care Administration Yes
None based on our current review of industry offerings
Branding support for customized solution creation Yes
Varies
3rd party Integration Capabilities Yes Typically not “out-of-the-box”
(other than customer-specific engagements)
Self-service (IVR) SupportYes
None based on our current review of industry offerings
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About Avaya
Avaya is a global provider of business collaboration and communications
solutions, providing unified communications, contact centers, data
solutions and related services to companies of all sizes around the world.
For more information please visit www.avaya.com.
© 2011 Avaya Inc. All Rights Reserved.
Avaya and the Avaya Logo are trademarks of Avaya Inc. and are registered in the United States and other countries. All trademarks identified by ®, ™, or SM are registered marks,
trademarks, and service marks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. Avaya may also have trademark rights in other terms
used herein. References to Avaya include the Nortel Enterprise business, which was acquired as of December 18, 2009.
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