avaya engagement solutions - rmaug engagement solutions ... conducted by dynamic markets and...

Avaya Engagement Solutions Engagement Development Platform

Mike Killeen – Senior Product Manager EDP Infrastructure

Agenda

Why Does Engagement Matter?

Consumer Demand

Business Challenges

Digital Transformation

Where Does EDP Fit Into My Environment?

EDP Solving Real World Communication Challenges

© 2015 Avaya Inc. All rights reserved. 3

Why Does Engagement Matter?

© 2015 Avaya, Inc. All rights reserved.

...but only 48%

have initiatives in place to reduce

customer effort

Consumers Are Demanding… Businesses Are Battling To Meet Demands…

would rather spend money with organizations

that are easy to do business with

Physical Digital

Retail

Location

Kiosk

Terminal

Self

Service

Live

Agent

Sales

Specialist

Direct

MailSocial

Media

Corporate

Website

Mobile

Platform

Messaging

Interaction

App Team

Contact

CenterMarketingMarketing

Sales

83%

of organizations can’t deliver all requirements for

completely blended customer experience...

Sources: • Dynamic Markets, 2014• BT and Avaya, 2015

In this Digital World

92% Expect proactive engagement

Expect unique treatment70%

© 2015 Avaya, Inc. All rights reserved. 5

Physical Digital

Retail

Location

Kiosk

Terminal

Self

Service

Live

Agent

Sales

Specialist

Direct

MailSocial

Media

Corporate

Website

Mobile

Platform

Messaging

Interaction

MarketingContact CenterMarketing

App TeamSales

37%

of organizations don’t have a CEM in place because different

departments own their own parts of the customer experience

But Who Owns It?Single Customer but Myriad of Fragmented Channels


Failure to Modify

Business Processes

Misalignment with Customer

Preferences

Lack of

Employee Buy-in

Customer Requirements Change

too Rapidly

CAUSES FOR FAILURE INCLUDE

Source: Global Market Research 2014, Conducted by Dynamic Markets and Commissioned by Avaya

Customer Experience Management

82%

of organization had CEM

initiatives fail

in the last three years

It’s Not Always Easy


CM/CS1K + AACCContact Center

Avaya Aura® Architecture


System Manager

SBC

SIPTrunks

PSTN

SIPSM SMSM

SM SMSM

EDP EDPEDP CM

CMCM

SIP

SIP Hard and Soft Endpoints

Third PartySIP Endpoints

SIP

CM Elite

SIP

3rd PartyEquipment

CMEPEPAAMAAM

Avaya Aura®Media Servers


Easy Lab Creation!

Web ConnectionBig Data Access

Real Time CommunicationsTight Integration w/ Avaya Aura®

Agile “Clean, Build, Deploy, Test”

Active-Active Scalability

Pillars of the Engagement Development

Platform


o o o

PTSN

WebEndpoints

EDP

SnapIn

EDP

SnapIn

EDP

SnapIn


What Makes EDP so Special?


It’sthe Snap-ins


Avaya Aura® Engagement Development

Platform

EmployeeCustomer

Service

IVR

Mobile

Web

Social

Customer

Engagement Development Platform

Virtualization

Communication ManagerAvaya Aura Contact CenterCall Center Elite Session ManagerSystem Manager

Avaya Applications

Avaya Applications

EmailSMS

Scopia

3rd PartyISV

Developed

CorporateEnterprise Developed

Work Assignment

ContextStore

Real Time Speech

ReliabilityManagementServiceability

Scalability Security

WebRTC


Simpler customer journey and workflow creationEasy automation with Avaya Engagement Designer

Browser based graphical intuitive canvas to develop and deploy high value workflows

Create your own task types and dynamically incorporate them into the palette

Extensive, customizable palette to tailor and customize workflows

Leverage data grid for long term storage (days, weeks, months) of workflows to support long running transactions

Faster time to market, with minimalJava or communications expertise

Greater enterprise control over workflows and customer journeys

© 2015 Avaya Inc. All rights reserved. 12

Solving Real World Communication Problems

with EDP

Major Service Provider’s Story

Customer Completes an Online Survey for a Recent Transaction1

The Survey Results are Stored in EDP’s Context Store for Possible Later Use

2 EDPContextStore

Customer Calls the Contact Center Shortly Thereafter3

The Survey Results are Presented to Trained Retention Agents4

EDP

The Retention Agent Skillfully Uses the Survey Data to Re-Delight the Customer

5

Retention, Context Style!


Avaya WebRTC Snap-in

Need Help?

Customer Clicks to

Connect to Live Agent


Link has Embedded WebRTC URL with Routing Information And Context!

Avaya WebRTC Snap-in

Real Time Speech Finance Compliance

Jane Calls Sam, a Home Finance

Customer, About a Loan

Application

Sam Answers, Jane Starts Application Discussion

Customer

Answers

Jane Forgets to State License #

And Hears a Reminder Tone

Reminder Tone

Played

“Beep…B

eep…”

Jane Says her License # and

Reminder Tone Stops

Agent CorrectionAgent Places

Outgoing Call

Agent

PSTN

Caller ID

Customer in TX Customer in FL

1.Agent Dials Customer in TX

2.Session Manager sends call through EDP

3.EDP invokes snap-in. Snap-in selects best Caller ID

name and number to present to customers in TX

4.Call is delivered to customer showing TX Caller ID

5.Same agent dialing FL results in customer seeing FL

Caller ID

Destination Based Outbound Caller ID Spoofer

EDP

SmartCID

CM

SMSM

“TX” “FL”

Smart Caller ID

Major Manufacturer Caller ID Masking

ACME Employee Directory

Dial ACME Employee Susan Expert

ACMEEmployee

Steve Fuji

Hi-TechSupport

Dial ACME CustomerBob Smith

Display “Steve Fuji”(408) 562-9878

Display “ACME Support” (800) ACME

Susan ExpertACME Level II TechDisplay“Steve Fuji”

Bob SmithACME CustomerDisplay“ACME Support”

Not Steve’s PrivateCaller ID

EDP Selects Employee ID or Generic ID Displayed

EDP

Associate

PSTN / SIP

Caller ID

Name

Customer in TX

Smart Caller ID

1.Customer in TX Calls An Associate

2.Session Manager sends call through EDP

3.EDP invokes snap-in. Snap-in Adds Name/Company

4.Call is delivered to Associate showing TX Caller ID

Incoming Caller ID Enhancer

EDP

1-415-222-2222Walter White, CEO, Widget, Inc.

1-408-562-3890

1-408-562-3890

1-408-562-3890

Answer End Call

SmatCID

CM

SMSM

Retail

Call Park is Used Everywhere

Healthcare Manufacturing

Quickly, efficiently connect incoming callers to experts in the

organization where ever they may be

Hospital Park and Page

1) Patient calls hospital to talk to Dr. Smith

3) Caller is connected to Park extension in a “on hold” fashion (audio from existing source optionally played)

4a) Attendant pages or notifies Dr. Smith to pickup a call at Park extension 3333 using normal paging

method

4b) Dr. Smith hears page, chooses any phone, dials Park extension 3333 and is directly connected to Patient waiting for

consult

2) Operator dials System Park pilot extension and chooses to either have a Park extension auto

Assigned from pool (e.g. “3456”) or Select a specific Park extension (e.g. “3333”)

EDP

Call Park & Page Snap-in

Tier 4 Super Help Desk

2: Escalation Agent Selects Expert Groups to Help

2: Group Data

Retrieved

3: Presence Checked

5: Best/Fastest Expert Automatically on Conference!

4: Experts ContactedEDP

Linux

Video

WAN

Voice

SAP

CRM

1: Trouble Comes In

Conf Point

Nurse Call Integration Details

MICO from ascomAndroid DeviceRuns ThoughtWire AppCollaboratory Early BetaRuns Scopia ClientVideo CapableConnects with Video Integrated Bedside Terminal

Avaya Communications

Infrastructure

Structured on-call Physician Finder – “OnCall””

Requestors initiate call or web request to “OnCall”

Physician receives calls and alerts.

EDP

OnCall Snap-in links to scheduling system

Requestors initiate call or web request to “OnCall”

OnCall Snap-in links to scheduling system

OnCall – Successful First AttemptIncoming Call from

“OnCall”.Physician Answers. “Press

1 to accept the call.”

OnCall will look up the current physician

on call and mobile contact number

Requestor dials OnCall number.

OnCall – Message

Physician also receives text. “This is an OnCall

Request for 34554. Please click here to return

call.”

Incoming Call from “OnCall”.Physician does not answer. Nurse will be requested to

enter “Urgency” level. “Press 1 to accept the call.” Nurse

leaves vmail.

OnCall will look up the current physician on

call and mobile contact number.

Requestor is called.

Physician dials or “click to call”s. Physician

hears an announcement to

indicate it is a callback

Requestor dials OnCall number.

EMR Integration

1. Patient logs onto EMR system

2. Browses to schedule an appointment

3. Selects “Video Appointment”

Schedule Video Appointment


EMR Integration – Appointment Day

1. Patient logs onto EMR system

2. Selects “Start Appointment”

Start Video Appointment


Engagement Assistant

Customer meeting

Hi Mr. Jones, nice to talk to

you!

• Speed dial access

• Hands-free, voice guided

• Automatically enters bridge numbers and passwords

• Quick start-up self-enrollment

• Smart algorithms parse bridge info from Outlook

• Help you select which meeting to join

• Connect from desktop, mobile

• Supports AAC, Scopia®, and external conference bridges

You have 2 meetings - Which would you like to join?


Drive Higher Engagement One Great Interaction at a Time

avaya engagement solutions - rmaug engagement solutions ... conducted by dynamic markets and...

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