AVAYA CONTACT CENTER SELECT – GUIDE

In this video we’ll introduce you to Avaya IX™ Workforce Engagement Select including how it can help with customer
experience, a little on packaging and licensing and finally some great features of the solution. Let’s get started.

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 AVAYA CONTACT CENTER SELECT – GUIDE

We all live in a digital world and a digital global economy. Therefore, our workforces are in the middle of a transformation to a
digitally-savvy mobile workplace. Businesses of every size are trying to evolve to get ahead of the curve, and consumers are in
the drivers seat. They demand a secure multi-touch digital experience.

To succeed, businesses need to understand their consumer’s demands and lifecycle. More than that, they need to predict needs
and respond to them in order to keep ahead of the competition.

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So, how we interact with customers and end users is definitely changing. Here are some statistics that jump out.

70% of interactions are through mobile devices and in 2018, ecommerce will drive $3 trillion in transactions. That’s up $500
billion from just last year. Also, 4% of companies are using chatbots today and that is expected to be 80% in 2 years. These
numbers are staggering in terms of change in the market.

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 AVAYA CONTACT CENTER SELECT – GUIDE

Employees and customers are changing and demands from these two groups means your Contact Center opportunity is
significant. We’ve all seen the evolution of the contact center go from voice only call centers to email, chat, SMS, social and
beyond.

Organizations need to stay ahead of the pace of consumers. According to recent research by PwC, the employee experience is
the cornerstone. We’ve seen this as well based on research we did with IDC. Human interaction matters now, and 82% of U.S.
(74% of non-U.S.) consumers want more of it in the future. Regardless, the technology supporting human interaction must be
seamless and unobtrusive across platforms.

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 AVAYA CONTACT CENTER SELECT – GUIDE

So, what is Avaya doing? Well, we have a new brand, Avaya Intelligent Xperiences, which reinforces who we are and what we
do. Two key statements are really the foundation for our Contact Center business, and our guiding principles:
• Make every customer experience a great one, and
• Build loyalty and value with every customer experience.

These objectives are not only behind how we do business but form the goal for helping organizations do the same.

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Customer experience, or CX, continues to be a top organizational objective for businesses. In fact, a recent research report
shows that eight of every ten companies recognize that customer experience is a key differentiator. Why? CX is proven to
increase customer loyalty, business performance and employee engagement.

Agent productivity is a top operational priority passing first contact resolution. Agents are now spending about 2/3 of their time
managing customer interactions across different communications channels. And four of every five agents need to access
multiple systems when serving customers. And just look at this next statistic. A 300-agent contact center can lose $1.57 million
dollars in lost productivity annually if their agents are forced to jump from screen to screen while serving customers.

This is where Avaya Contact Center Select solution comes in. Let’s dive into a quick overview of the solution.

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 AVAYA CONTACT CENTER SELECT – GUIDE

Avaya Contact Center Select is part of the Avaya Contact Center Solutions for the IP Office portfolio. It is a fully integrated
contact center specifically built for IP Office and its addressable market. Avaya Contact Center Select is scalable to meet the
market needs of IP Office customers requiring skills-based routing, call recording of voice (inbound and outbound) and
multimedia/multichannel (chat, email, SMS) capabilities, with agent and supervisor interfaces including real time and historical
reporting tools.

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 AVAYA CONTACT CENTER SELECT – GUIDE

Avaya Contact Center Select is designed for small to mid-market customers and partners and is tailored to provide rapid
deployment targets, typically less than 4 hours, to achieve first call /first email. It scales from simple inbound voice call routing
and reporting to more advanced Enterprise grade features and integration to other Avaya and third-party solutions for surround
capabilities including WFO and CRM Integration.

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 AVAYA CONTACT CENTER SELECT – GUIDE

For example, you can connect Avaya Workforce Optimization Select to Avaya Contact Center Select to get advanced call
recording, agent desktop screen captures, live monitoring, quality
management, agent coaching, e-learning, workforce management and more.

The product supports the distribution of on-premise and remote agents and supervisors to provide a highly flexible work
solution.

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 AVAYA CONTACT CENTER SELECT – GUIDE

Avaya Contact Center Select offers a choice of Agent interfaces: IX Workspaces browser and Agent Desktop. Agents use these
interfaces to interact with the contact center, handle contacts and manage business solution integrations such as screen pop of
customer records.

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Agents may handle voice and multiple digital contacts simultaneously, driving up productivity.

It also has powerful open interfaces as shown here. Let’s take a look at a few in a little more detail.

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Inbound Email Processing - The Email Desktop is context sensitive.

Here we see the Callback Button, Auto Suggest with searchable templates, Email History per customer, Work Area where the
agent can edit text, images, insert/attach items, and perform spellcheck; Workflow Transfer to another Agent skill.

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Web Communications – Avaya Contact Center Select can help businesses with their need to roll out Web Communications
channels quickly and easily. It supports core functionality such as Web Chat and Web Callback. Web Chat enables customer or
agent-initiated chat and other features. Web Callback enables an end-customer to request a callback at a scheduled time.

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Supervisor Actions - Supervisors have an Observe button which allows them to monitor the activities of their Agents. The
Supervisor can look at individual Agents or Contacts. Once a contact crosses one of the thresholds it is flagged with a red icon,
signifying that it may need attention. Selecting a Contact from the list highlights the contact and presents the intrinsic details
for that contact as well as the last few messages in that conversation.

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Report Creation – Reports are another important feature of the tool. A wizard takes the user through the process where
Templates are available. It also allows for table and field selection, grouping, sorting, summaries and customization of layout.

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So now that you have seen the tool, what are some benefits? Well, Avaya Contact Center Select is part of the Avaya Contact
Center Solutions for IP Office portfolio. Therefore, it’s a fully integrated contact center specifically built for IP Office and its
addressable market. Avaya Contact Center Select is scalable to meet the market needs of IP Office customers requiring skills-
based routing, call recording of voice (inbound and outbound) and multimedia/multichannel (chat, email, SMS) capabilities,
with agent and supervisor interfaces including real time and historical reporting tools.

So, as you can imagine, these benefits create many opportunities for business partners.

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 AVAYA CONTACT CENTER SELECT – GUIDE

Let’s take a look at an actual example customer and see how Avaya Contact Center Select helped their business. The company
is Carlisle Brass, UK’s largest specialized developer of door and window furniture for residential and commercial properties.

When Carlisle Brass sought to replace its contact center, it invited its team of long-serving customer service agents to help
select the new solution. Avaya Contact Center Select was the unanimous choice, thanks to its usability. Since introducing it, the
company has seen wait times cut in half and customer satisfaction increase. Reporting is transformed and a host of new
insights have helped improve the customer journey, in line with Carlisle Brass and its parent company’s ambition to be number
one in the field for customer service. Let’s take a look at these successes in a little more detail.

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First, ease of use. Carlisle Brass commented right away on how intuitive Avaya Contact Center Select was. In fact, agents all
thought it was easier to use than the legacy system. Even those who weren’t tech-minded saw its potential. Therefore, benefits
were apparent from day one.

Next, enhanced reporting and customer insight. The level of reporting was the first thing that really changed. They could view
information about every aspect of their activity in near real-time. Previously it had taken three days to compile those reports. It
also offered greater flexibility to generate new reports, as required, and leaders could access the information they needed
themselves. The enhanced reporting gave Carlisle Brass a quantifiable insight into some concerns they had already identified,
such as wait times and the fact that the old solution offered very little call routing capability.

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Specifically, the wait times were cut in half and the company now has greater insight into the workload of each agent and can
use recorded calls to help provide targeted training. Downtime, meanwhile, has become a thing of the past; the solution
provided has resilience built in – with two equipped sites ensuring there is no single point of failure.

The new solution is also proving an asset to other parts of the business, beyond call handling. With Avaya Contact Center
Select, emails come into the Agent Desktop and are logged in the same way a call is. This not only allows them to manage
email traffic more effectively but also learn from the email content.

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So, to summarize, our workforces are in the middle of a transformation to a digitally savvy mobile workplace where both
employees and customers are changing. Communications demands from employees and customers means your Contact Center
opportunity is significant. Our goals are to make every customer experience a great one and build loyalty and value with every
customer experience. This is where Avaya Contact Center Select comes in. With powerful open interfaces, it scales from simple
inbound voice call routing and reporting to more advanced Enterprise grade features and integration to other Avaya and third-
party solutions.

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