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ASC00673WEN

Avaya Contact Center Fundamentals – Assisted Care

© 2011 Avaya Inc. All rights reserved.

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Welcome to Avaya Contact Center Fundamentals – Assisted Care

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Course Overview
 This course covers selling Avaya Contact Center

Assisted Care solutions.
 Topics covered in this course include:
– – – –

The market landscape for Contact Centers. The purpose and features of Avaya Contact Center Assisted Care solutions. How to discover your client’s business challenges and how you can address those challenges. How to overcome your client’s objections.

Duration: 1 hour
© 2011 Avaya Inc. All rights reserved. 2

 This course covers selling Avaya Contact Center Assisted Care solutions.  Topics we cover include:
– – – –

The market landscape. The purpose and features of Avaya Contact Center Assisted Care solutions. Discovering your client’s challenges and how Avaya can address those challenges. And overcoming client objections.

Slide 3

Course Objectives
After you complete this course, you will be able to:
 Articulate the purpose and features of Avaya Contact

Center Assisted Care solutions to your client.
 Identify support services available.  Engage key decision makers using solution discovery questions

to identify their business challenges.
 Describe how Avaya solutions and support services can address

your client’s challenges.
 Communicate the value of Avaya Contact Center solutions and

associated services offerings.
 Overcome clients’ objections to our solution for their

business challenges.
 Differentiate Avaya solutions favorably against the

competitors' solutions.

© 2011 Avaya Inc. All rights reserved.

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Upon completion of this course, you will be able to . . .  Articulate the purpose and features of Avaya Contact Center assisted care solutions to your client.  Identify Avaya support services available.  Use solution discovery questions to identify your client’s business challenges.  Describe how Avaya can address those challenges.  Communicate the value of Avaya solutions and their associated service offerings.  Overcome client’s objections to Avaya Assisted Care solutions as the solution for their business challenges.  Differentiate us favorably against our competitors.

Slide 4 © 2011 Avaya Inc. All rights reserved. 4 .

the key components and features of Avaya solutions. our target market. All rights reserved. and our service offerings. 5      In this module we will discuss: the purpose of assisted care solutions. © 2011 Avaya Inc.  Identify the target market.  Inform your client about Avaya service offerings.  Effectively communicate the key components and features of Assisted Care solutions to your client. . you will be able to:  Articulate the purpose of Avaya Assisted Care solutions.Slide 5 Module Objectives After you complete this module.

Companies that can provide end-to-end customer experience management will WIN the game and lead their market.Slide 6 The Purpose of Contact Center Solutions  The contact center is the touchpoint between a business and its customer.  Benchmark research shows that 92% of consumers form an opinion of a company based on their interaction with the contact center.  The way that a contact center handles a customer’s experience often shapes the customer’s view of the company.  Customer experience is THE key to success in today’s business environment. It is frequently the only way that a customer interacts with the enterprise. On the other hand. All rights reserved. In fact. the customer is most likely satisfied with the interaction. . © 2011 Avaya Inc. 6  The contact center plays an important role for a business. benchmark research shows that 92% of consumers form an opinion about a company’s image from their interaction with the contact center. if the customer is passed from agent to agent and has to repeat the same information each time. the customer probably forms a poor opinion of the business. either through live agents or with automated self-service options.  When a customer reaches an agent who has their account information and can resolve their issue on the first call.

and the growth of competitive travel. They truly focus on end-to-end customer experience management. think of the number of health care insurers. television shopping networks. All of these are backed by the ability of a contact center to provide easy. 7 So what are the primary target industries that use contact centers worldwide?  Health Services today represent a huge market for contact center technology. insurance and investment services rely heavily on technology to provide their customers with 24/7 access and personalized service. think of the volume of contacts involved in filing. reliable access to web sites and live assistance. Banks. processing. at all levels of government. all day.Slide 7 Target Industries for Contact Center Solutions © 2011 Avaya Inc. From one perspective. for it is what differentiates them in the marketplace.  Why travel and entertainment? Consider the airlines. online shopping. Governments need an efficient and effective way for citizens to access information and assistance. such as Expedia and Priceline. Also.  Retail and service businesses represent a huge contact center market.  Governments of all levels representative a substantial global market for contact center solutions. and disputing claims as well as obtaining medical service authorizations. travel agencies. When meeting with .  Financial services represents one of the largest contact center markets. you will find contact center sales opportunities – large and small – with most clients. Think of catalog sales. throughout the world.  Regardless of the industry. or cable television and cell phone service providers – billions of dollars in sales and service are handled by multi-channel contact centers every day. Consider the number of services and agencies. All rights reserved. Every advertisement provides potential buyers with a toll free number or a web address to find out more information and get quotes. Think about technical support for a product manufacturer or a help desk for a utility provider.

.your clients – ask the right solution discovery questions that will reveal existing or potential contact center opportunities.

but also provides context to the customer experience  Finally. more and more customers use innovative communications such as email. 8 Let’s look at ways in which contact center solutions benefit the financial services market. All rights reserved. web chat.  Our solutions also provide proven routing strategies. Increase customer satisfaction with a greater chance of first-contact resolution. our solutions make it easy for customers to do business with our clients. higher levels of customer service across all their market demographics.  First. Our technology can easily extend to the home and networked or outsourced locations. Today. Avaya solutions create more staffing options with remote agent capabilities. © 2011 Avaya Inc. . Create more staffing opportunities by providing for remote or distributed center agents.  By integrating with smart technologies. client’s can define consistent. Improve agent productivity with innovative technologies and system integrations.  With service design for all channels.Slide 8 Target Industries – An Example  The benefits that Contact Center solutions offer the financial services industry include helping them to: – – – – – Make it easy for their customers to do business. our solutions provide caller information to the agent that not only reduces agent talk time. Provide consistent customer experience across all channels of communication. as well as voice. This ensures customers reach the right agent at the right time increasing the potential for first contact resolution. and instant messaging.

Slide 9 Ideal Contact Center Clients Ideal clients for Avaya Contact Center solutions include both new and existing clients. This could occur because the technology is old or at full capacity. Perhaps. This includes new or existing businesses who want to add contact center service to their enterprise. innovative technologies  Upgrade their existing Avaya technology  Defend when client is considering a competitor Existing © 2011 Avaya Inc. you will need to defend the Avaya solution against our competitors. All rights reserved. 9  So who are ideal Contact Center clients?  Let’s start with those who have a need. Clients New or “Greenfield” Need  Need to add a contact center  Want to replace existing contact center technology  Have a requirement for the Avaya solution  Add new. it’s because of the large number of agents we can support. and their customers’ needs as well. . Under this scenario.  Other ideal clients are those who are considering another vendor‘s platform.  Other possible “Greenfield” clients include those who want to replace their existing contact center technology.  Others may want to upgrade from their current configuration to take advantage of the full Avaya Aura ® Communication Suite. such as Cisco or Genesys.  Existing clients are also ideal.  Another possibility are clients who have a particular need for an Avaya solution. This may be tied to their desire to have our Avaya Aura ®® Communication Suite as well as our Avaya Aura ® Contact Center Suite . Even more important. For those who are using only call center technology – they may want to add multichannel capabilities or automated and performance management options. Or maybe they have learned that we offer industry leading technologies for all of their communication needs. they may simply be dissatisfied with their current vendor.

 Manage risk for the responsiveness.  Allow mobility. All rights reserved. • Getting a better return on investment and assets. CEO  Increase profitable Line of Business  Improve competitiveness.  Ensure that IT investments adhere to IT standards.  Provide superior customer  Have the flexibility to adopt revenue growth. 10  Once you identify an ideal client. and assets. you typically won’t talk about the technology details with the CEO. capital. © 2011 Avaya Inc.  Typical concerns for IT leadership include: .Slide 10 Key Decision Makers It is important to identify the key decision makers and understand their concerns. • Providing superior customer service.  You should. technology investments. however. • And allowing mobility.  Ensure ease-of-use for the company. you must also identify the key decisionmakers within that company and address their concerns. • Accelerating business processes.  In managing the contact center.  Chief Executive Officers in general are concerned with: • Increasing profits. • Keeping the business agile and innovative.  Protect the company investments.  Keep the business agile. any more than you would talk about building customer loyalty and raising customer satisfaction with an IT Director. And in a sole proprietorship there is actually one leader who may be performing all of these functions. Traditionally. and distributed workers.  For example. and distributed workers. some of the key decision-makers are Chief Executive Officers. investment in infrastructure. especially those that directly control the Contact Center. be aware that in the mid-market it is quite possible that a managing partnership splits these business duties. teleworking.  As you meet with these key decision-makers.  Accelerate business processes. • And managing risk. be sure you are addressing their respective concerns. Line of Business managers.  Get a better return on new business models. teleworking. and Information Technology leaders. the Line of Business leader will focus on: • Beating the competition and growing market share.

As well as ensuring that those investments adhere to IT standards. Ensuring ease-of-use and on-going administration for technology investments. .• • • • Having the flexibility to adopt new business models. Protecting the company investment in their existing infrastructure.

 With the increase in communication complexity. is key in reducing the total cost of ownership of any system. It is also important to show that their decision to invest in our solutions provides the return they expect in terms of time. All rights reserved.  Contact center agents need both enterprise and external information about their customers in order to provide context around their experience. 11  So let‘s summarize what clients may be looking for in contact center assisted care solutions:  In todays world.  Clients want a product that not only meets their current agent capacity but also grow easily as their company grows. savings. It is important to leverage their existing infrastructure as much as possible. as well as maintenance and administration. offering technologies for contact center agents that is intuitive and simple to learn. Further.  Today‘s communications must integrate with the enterprise‘s existing technologies as well as future technologies. Research by the Yankee Group predicts that eServices such as email. . allowing for easy design and implementation. and increased revenues. This leaves customers with the feeling that the business knows them and cares about their concerns.  Most enterprises have made substantial investments in their technology infrastructure. reduces training and agent turnover. This includes automated care and performance management solutions as well. web chat and web self-service will grow from approximately 10% to nearly 46% in the next few years. the nature of customer interaction has changed dramatically.Slide 11 Contact Center – Assisted Care Features What clients look for today in Assisted Care solutions:  Multi-channel capabilities  Information access  Integration capabilities  Ease of use  Effectiveness and efficiencies  Scalability  Reliability  Security © 2011 Avaya Inc.

With such high dependency on their customer base – system failures affecting their ability to serve their customers. is truly a diasaster. . in order to protect the client and their customers.  Systems must be secure – the technology must effectively block unauthorized access and provide role-based permissions. Businesses need systems that are reliable.

Call Center Elite is also included.  It can also be purchased in a SIP configuration that integrates with Avaya Aura ® Call Center providing an evolution option for that solution to multimedia capabilities.Slide 12 Avaya Contact Center – Assisted Care Products Avaya offers advanced Assisted Care solutions:  Avaya Aura® Contact Center  Avaya Aura® Call Center – – Basic Elite  Avaya Interaction Center  Avaya Contact Center Control Manager © 2011 Avaya Inc. Avaya Aura ® Call Center. unified agent desktop – Remote agent capabilities – A universal work assignment engine – Integrated reporting – Outbound dialing – Out-of-the-Box Screen pops using – Open integration through Web Services. Avaya Aura ® Call . 12 Avaya offers advanced assisted care solutions to meet your client‘s needs: Avaya Aura ® Contact Center.  Call Center Basic is included and fully enabled offering simple routing and agent assignment design. Basic and Elite. All rights reserved. and Avaya Contact Center Control Manager.  Avaya Aura ® Call Center comes in two versions. and is an integral solution with Avaya Aura ® Communication Manager. however. software-only solution for multimedia agents which includes: – A single. requires the purchase of “right to use“ licenses per agent. and a – Graphical Service Creation Environment. Avaya Interaction Center.  Avaya Aura ® Contact Center is sold on a licensing basis providing a Small to Medium Enterprise package for as low as 100 agents.  Avaya Aura ® Contact Center is a robust.

It is a robust multimedia server that combines the power of Call Center Elite routing with interactions from fax. automated care. holistic contact center unrivaled in the market place. instant messaging. and the eServices of today: email.Center Elite is the most widely used call center software world-wide and offers sophisticated routing and workflow design capabilities.  Avaya Interaction Center is a second option to provide full multimedia capability to Avaya Aura ® Call Center Elite. web chat. voice SMS.  Although Avaya Aura ® Call Center is a voice only solution. web self-service.  Avaya Contact Center Control Manager provides flexibility and control when administering any Avaya contact center solution. . it is one of several Avaya solutions that when combined provide a robust. We will look at these products in more detail later in the course. it streamlines implementation and management and provides administrators real-time response to changes in contact center operations. and even video. With seamless integration across our assisted care. and performance solutions.

Slide 13 Avaya Contact Center Assisted Care Service Offerings Avaya Support Services Support Services     Maintenance agreements Software support Web-based tools and services Technical support Operations Services Professional Services © 2011 Avaya Inc. Click on each to learn more. and through our Avaya Partners. including support services. 13  Avaya offers a variety of services directly. . operations services and professional services. All rights reserved.

All rights reserved. 14  No audio – slide provided to post-production for pop up text.Optimize • Availability management • Capacity management • Release management • Change management • System administration Support Services Operations Services Professional Services © 2011 Avaya Inc. .Monitor and notify .Operate • Service desk • Service management • Incident management • Problem management .Slide 14 Avaya Contact Center Assisted Care Service Offerings (Continued) Avaya Operations Services (AOS)  Competitive service packages: .

15  No audio – slide provided to post-production for pop up text. . and deploy .Contact center optimization .Program management .Self-service optimization Support Services Operations Services Professional Services © 2011 Avaya Inc.Cost take out services . All rights reserved. train.Implement service packages .Stress-testing service Optimize .Readiness assessment Test.Performance and capacity management .Technical advisory .Slide 15 Avaya Contact Center Assisted Care Service Offerings (Continued) Avaya Professional Services (APS) Plan and design Develop and integrate .

. All rights reserved.Slide 16 Checkpoints © 2011 Avaya Inc. 16  Please take a moment to answer the following questions.

Correct Feedback: ` Correct! It is important to understand the concerns of the key decision makers in order to address them in your solution. LOB focus on contact center performance. All rights reserved. reliability. © 2011 Avaya Inc. and IT will want to ensure the technology is right for their enterprise. IT Utilizing existing technologies while providing scalability. Click the forward arrow to continue. The correct answer is now shown on the screen. Close the feedback box and click Reset to try again. Second Incorrect Feedback Incorrect. LOB Contact center achievements such as agent optimization and end-to-end experience management. CEO Enterprise-wide concerns such as managing risk and achieving an acceptable ROI. CEOs look at the big picture.Slide 17 Checkpoint Match the key decision makers to their primary concerns. and security. 17  No Audio on Slide . First Incorrect Feedback Incorrect.

and fully management implementation and testing before going live. First Incorrect Feedback Incorrect. ensures that your clients receive the best possible design. ensures that your clients receive the best possible design. All rights reserved. customization to their specific needs. APS is a value-added purchased service that. 18  No Audio on Slide . when appropriate. when appropriate.Slide 18 Checkpoint  Avaya Professional Services (APS) are included in every Avaya Contact Center Assisted Care solution. customization to their specific needs. – – True False Correct Feedback: Correct! APS is a value-added purchased service that. © 2011 Avaya Inc. and fully managed implementation and testing before going live. Click the forward arrow to continue.

© 2011 Avaya Inc.Slide 19 Module Summary Let’s review the key points. 19       In this module we have discussed: The purpose of Avaya Contact Center assisted care solutions. Avaya’s assisted care products. All rights reserved. .  Identify the contact center target market. Key components and features of Avaya assisted care solutions.  Inform your client about Avaya service offerings.  Now let’s take a closer look at the Avaya assisted care products.  Communicate the place of Avaya contact center products in the Avaya Aura® architecture. And the service options we offer. You should now be able to:  Articulate the purpose of the Avaya Contact Center Assisted Care solutions. The contact center target industries.  Effectively communicate key components and features of Assisted Care solutions to your client.

20 .Slide 20 © 2011 Avaya Inc. All rights reserved.

. you will be able to effectively communicate the features of Avaya Aura® Contact Center to your clients. you will be able to:  Effectively communicate the features of Avaya Aura® Contact Center to a client.Slide 21 Module Objective After you complete this module. All rights reserved. 21  Upon completion of this module. © 2011 Avaya Inc.

All rights reserved. collaborative multimedia solution that delivers highvalue customer engagement. . 22  Avaya Aura ® Contact Center plays an important role in the evolution of Avaya’s contact center assisted care solutions.  It is a context sensitive. collaborative multimedia contact solution  Delivers high-value customer engagement © 2011 Avaya Inc.Slide 22 Avaya Aura® Contact Center Overview What is Avaya Aura® Contact Center?  A context-sensitive.

.Slide 23 Avaya Aura® Contact Center Overview (Continued) Why does it matter?  Is an integral piece of the Contact Center Suite  Provides end-to-end customer experience management © 2011 Avaya Inc. All rights reserved. 23  It is an integral part of the Avaya Aura® Contact Center Suite allowing us to deliver the best end-to-end customer experience management.

and – Customize through consulting. and Apply: we provide a closed loop process for leveraging historic and real time insights to manage operations and continuously adapt to changing business environments. we can • • • • Orchestrate the experience: we proactively manage all interactions across all media and modes including agent assisted and automated experiences. .Slide 24 Avaya Aura® Contact Center Vision – Experience Management Contact Center End-to-End Experience Management © 2011 Avaya Inc. employees. Learn. – Integrate enterprise applications. information. partners. including the contact center. By doing this. Immerse the agent in the experience: we provide a unified and contextual desktop that provides agents. with real-time information to address customer needs. All rights reserved. Provide persistent context in every session: we collect and build and then leverage information about customers to improve the quality of every interaction. and suppliers. 24  How do we achieve end-to-end experience management? – Create a connected and open enterprise by integrating communications across all of the business. Manage. and experts outside the contact center. integration and support from Avaya Professional Services. and processes with real time communications throughout providing complete and relevant context in every session with customers.

the purpose of their contact. skills-based routing of all interactions to an easy-to-use.  Which also supports our out-of-the-box. All rights reserved. © 2011 Avaya Inc.  And unified reporting for all media channels including real-time and historical standard reports.Slide 25 Avaya Aura® Contact Center Features What does it offer?  Intelligent routing of multimedia contacts to a unified agent interface  Real-time and historical context preservation  Drag-and-drop Service Creation Environment (SCE)  Common Web-based administration  Open interfaces through Web Services  Out-of-the-box screen pop  Unified reporting  A multimedia evolution option for Avaya Call Center Elite clients! *For more details on integration release requirements and capabilities.  Open interfaces using Web Services for simple application and process orchestration. implementation. 25  What does Avaya Aura ® Contact Center offer?  Intelligent. as well as easily customized.  Preserved real-time and historical context across all media including customer information.  A drag and drop GUI interface making developing and modifying work flows fast and easy.  Avaya Aura ® Contact Center can also be configured to evolve Avaya Aura ®® Call Center Elite to a full multimedia center! . screen pops to the agents. and on-going administration for one or multiple sites. refer to What’s New in the Avaya Aura® Contact Center Knowledge Session available through the link on the APSS-CC Curriculum at Avaya Learning.  Web-based administration providing simple configuration. and the number of times they have interacted with the contact center. customizable reports and displays giving clients the information they need to optimize center performance. unified agent interface.

All rights reserved. the persistent conference begins and the interaction stays anchored to the session manager. or other media . all the context is stored to provide the starting point for the next time the same customer contacts the business. Roll over the highlighted icons to learn more. SMS. © 2011 Avaya Inc. self-service.  Based on context from a persistent database. the work assignment engine directs Avaya Aura® session manager to identify and conference in the right resources . when a customer initiates a contact. . and channels.  SIP controls the sessions and provides a media anchor point for persistent conference-based interactions across multiple endpoints. and other operational insights.based on the customer’s preference.whether agent. 26  At the heart of the Avaya Aura ® Contact Center is SIP and the persistent conference model.  The benefit is the conference can switch between voice.  Starting from the top of the diagram. instances. Click the forward arrow to continue. or self-service applications. customer provided data. expert.Slide 26 Avaya Aura® Contact Center – The Persistent Conference Model Roll over the highlighted icons to learn more.  Once the interaction is complete.

 Self corrects to improve efficiency and effectiveness. 27  Let’s take a closer look at agent work assignment in Avaya Aura ® Contact Center.Slide 27 Avaya Aura® Contact Center – Work Assignment Engine The Work Assignment Engine:  Assesses multiple variables to make smart decisions when matching work to the best resource.  Leverages experts across the enterprise.  The Work Assignment Engine is self correcting. this will be reflected in the business outcomes and KPIs.  Avaya is transforming from standard ACD routing to an open software-based Work Assignment Engine.  If the current resource selection or work assignment decisions result in realtime performance degradation.  Provides faster processing of data to improve speed of resource selection. All rights reserved. © 2011 Avaya Inc.  Business outcomes and Key Performance Indicators are among the variables that the Work Assignment Engine considers when making resource selection decisions. This information is fed back into the Work Assignment Engine which then takes them into consideration when making routing decisions in the future.  It significantly improves processing speed and has the ability to take work assignment beyond the contact center. to ensure the best use of resources and to enhance the end-to-end customer experience. . This engine leverages skills based routing with decision-supporting data sources such as business rules and customer intent and value.

Agents can also view real-time statistics for their skillsets directly on their screen.  Real-time reporting on agents. instant messaging and web chat. log-out. and applications in use.  It provides a dynamic. multimedia work items  Updates agent desktop to ensure agent productivity and effectiveness when working on multiple work items  Activity and Not Ready reason codes drop-down menu  Context-sensitive telephony functionality  Agent/Skill-Set/Application real-time statistics customer experience © 2011 Avaya Inc. skill sets.  The Avaya Aura® Agent Desktop provides a unified view for concurrent multimedia work items including email. auto-suggest. multiple. 28  Now let’s take a look at what the agent sees. it improves the customer experience by providing speed. fax. With clickable agent tools including a drop-down selection of agent status – such as log-in. All rights reserved. efficiency.  In turn. allow supervisors to monitor and allocate agent off-contact time to other productive activities such as training and coaching. and not ready reason codes – the agent can easily manage their activities. and auto-response capabilities. SMS text.  Avaya Aura® Agent Desktop increases agent productivity through ease of use as well as allowing them to work on multiple items simultaneously.Slide 28 Avaya Aura® Contact Center – Agent Desktop Features  Out-of-the-box unified Agent Desktop for agents working on Benefits  Increases agent productivity  Improves the concurrent. and most of all – context – around any and every interaction. . updating work list with buttons and functions that change depending on the work items presented.  Agent Desktop is a true unified context-sensitive interface which includes e-mail editor.

29  Please take a moment to answer the following questions. .Slide 29 Checkpoint © 2011 Avaya Inc. All rights reserved.

Click the forward arrow to continue. All rights reserved. First Incorrect Feedback Incorrect. © 2011 Avaya Inc. Answer 2: Universal queuing of all multimedia contacts Answer 3: Provides open interfaces through Web Services Answer 4: Includes a GUI-based. Close the feedback box and click Reset to try again. 30  No Audio on Slide . drag-and-drop Service Creation Environment Answer 5: All of the above Correct Feedback Correct! Avaya Aura® Contact Center offers all of these great features and more.. Avaya Aura® Contact Center offers all of these great features and more. – – – – – Answer 1: Preserves real-time and historical context information. Second Incorrect Feedback Incorrect.Slide 30 Checkpoint  Which of the following statements best describe Avaya Aura® Contact Center? Select the correct answer and click Submit.

. 31  Although only a brief review. You should now be able to:  Effectively communicate the features of Avaya Aura® Contact Center to a client.  For more details and any new release information. look for the Avaya Aura® Contact Center Knowledge Session available through the link on the APSSCC Curriculum at Avaya Learning. you should now be able to discuss the key features and benefits of Avaya Aura® Contact Center with your clients. All rights reserved.Slide 31 Module Summary Let’s review the key point. © 2011 Avaya Inc.

32 .Slide 32 © 2011 Avaya Inc. All rights reserved.

you will be able to:  Effectively communicate the features of Avaya Aura® Call Center Basic and Elite to a client.  We will also look at products that add to the power of Call Center Elite. All rights reserved.Slide 33 Module Objectives After you complete this module. . © 2011 Avaya Inc.  Identify value-added products for Avaya Aura® Call Center Elite. you will be able to describe the features of Avaya Aura® Call Center Basic and Avaya Aura® Call Center Elite. 33  After completing this module.

 Elite includes Business Advocate.*  Is scalable from small to large – simple to complex. to very complex contact center designs. our premier routing application. Basic is included with Avaya Aura® Communication Manager while Elite. although also included. All rights reserved. the “right to use” agent licenses must be purchased. is purchased on a right to use license per agent. * Source: The Gartner Group © 2011 Avaya Inc. 34  Avaya Aura® Call Center is the long-standing leader in the contact center holding the #1 position worldwide. medium and large as well as single or multi-site enterprises. You will learn more about advanced call routing in this module. Elite is also included. this represents a great opportunity with new clients. – – Basic is included in Avaya Aura® Communication Manager. but also with up selling existing Avaya clients!  Let’s review the difference between Basic and Elite. Previously purchased separately. however.  Avaya Aura® Call Center Elite now includes Business Advocate.  The two versions of Avaya Aura® Call Center available differ in their routing capabilities and available features.  Uses the power of advanced call vectoring. .  With multiple advanced routing options for ACD.  Available in two versions – Basic and Elite.  Avaya Aura® Call Center works for small. Avaya can satisfy the requirements of very simple.Slide 34 Avaya Aura® Call Center Overview Avaya Aura® Call Center:  Holds the #1 position in the contact center market.

All rights reserved. simple call routing requirements. and queue status. 35  Avaya Aura® Call Center Basic provides:  Basic Call Vectoring for directing calls to agent ACD Groups or Splits.  And finally. Avaya Aura® Call Center Basic is appropriate for clients with small centers. call. measuring average speed to answer and expected wait times.Slide 35 Avaya Aura® Call Center Basic Features Avaya Aura® Call Center Basic key features include:  Basic Call Vectoring  Most Idle Agent (MIA) treatment for call routing  Call routing based on: – – Average Speed to Answer (ASA) Expected Wait Times (EWT)  Basic Call Management System Reporting (BCMSR) © 2011 Avaya Inc. Basic evaluates call status. and applies vectoring to redirect the call to an overflow agent split. .  Basic is able to evaluate agent status and determine which agent has been idle the longest and will direct the call to that agent. complex call centers Avaya Aura® Call Center Elite is the answer.  Further. Call Center Basic also includes Basic Call Managment System Reporting which includes 19 standard call center reports on agent. For more sophisticated. through a series of “if-then-else“ conditional statements. and basic report needs.

– Service Level Maximizer which bases routing on achieving service level goals. The system will then look for an available agent with the highest skill level in that group. All rights reserved. Our methods include: – Call Surplus conditions when there are more calls than there are agents available.  Let‘s look at examples of these Elite routing capabilities. – Agent Surplus conditions when there are more agents than calls. Elite then offers mutliple methods of routing that ensure calls are answered in the shortest amount of time by the agent that can best serve their needs. . But unlike SLM. or EAS. Business Advocate cannot be evoked if Service Level Maximizer is in use. A caller determined to need that language requirement will be routed to that skill. who are automatically invoked when needed to help meet service levels. This is commonly referred to skills-based routing in the contact center industry.  EAS allows clients to assign agent skill levels based on their abilities. Then agent skill levels are assigned within that skill. training. a patented predictive algorithm which combines the power of EAS and assigned service level requirements with predicted wait times to maintain service levels in each skill. EAS agent ACD groups are known as Skills. based on their knowledge of the product or service being offered.Slide 36 Avaya Aura® Call Center Elite Features Avaya Aura® Call Center Elite key features include:  Expert Agent Selection (EAS)  Advanced call routing based on: – – – – Call Surplus conditions Agent Surplus conditions Service Level Maximizer (SLM) Business Advocate (BA) © 2011 Avaya Inc. or as back up for other skill groups. – And Business Advocate.  With EAS applied. Advocate enables companies to pre-assign a pool of reserve agents. 36  Avaya Aura® Call Center Elite provides all the same features as Basic but adds the power of Expert Agent Selection. Agents are assigned to Skills based on a common characteristic – such as the ability to speak a certain foreign language.

Slide 37

Avaya Aura® Call Center Elite Routing – Call Surplus

Call queued for Skill 1 Current wait time = 10 seconds Greatest Need Routing Call queued for Skill 2 Current wait time = 35 seconds

Skill Level Routing

Call queued for Skill 3 Current wait time = 26 seconds

Skill 1 @ Skill Level 1 Skill 2 @ Skill Level 2 Skill 3 @ Skill Level 3

© 2011 Avaya Inc. All rights reserved.

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 Starting with call surplus using EAS. Under this condition, calls can be routed based on Greatest Need or Skill Level.  Assume we have 3 calls in queue. The first is waiting for Skill 1 and has been on hold for 10 seconds. The second is in Skill 2 holding for 35 seconds. The third is in Skill 3 at 26 seconds.  An agent has become available who is in all three skills with varying skill rankings as shown.  Under Greatest Need the call holding the longest – or the second caller – would be delivered first.  Under Skill level – the caller needing the highest skill level – or caller 1 would be delivered first.

Slide 38

Avaya Aura® Call Center Elite Routing – Agent Surplus
Call Queued for Skill 2

Expert Agent DistributionMost Idle Agent

Skill 1 @ SL1 Skill 2 @ SL2 Idle time: 32 seconds Occupancy @ 73%

Uniform Call DistributionMost Idle Agent

Skill 1 @ SL2 Skill 2 @ SL1 Idle time: 19 seconds Occupancy @ 69%

Expert Agent DistributionLeast Occupied Agent Skill 1 @ SL1 Skill 2 @ SL1 Idle time: 18 seconds Occupancy @ 67%

Uniform Call DistributionLeast Occupied Agent

© 2011 Avaya Inc. All rights reserved.

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 In the case of Agent Surplus, also using EAS, calls can be routed a number of different ways: – Expert Agent and Most Idle – or the agent with the highest skill level who has be idle the
longest – Uniform and Most Idle – meaning the agent who has been idle the longest without regard to skill level – Expert Agent and Least Occupied – or agent with the highest skill and the least amount of time spent on ACD calls since logging in – Or Uniform and least occupied – the agent who has spent the least amount of time on ACD calls, regardless of skill level.

 So we have a call for Skill 2.  Under out first method, the call will go to the agent with the highest skill level for Skill 2 who has been idle the longest. Hence, Agent 2.  Under the second method – most idle – the call will go to Agent 1 who has been idle for 32 seconds.  Under the third method – the call will go to Agent 3 who has the highest skill level and has been the least occupied.  And finally, under our fourth method – the call will also go to Agent 3 who has spent the least time on ACD calls during her shift.

Let’s say we have three customer segments each with a different service level agreement.Slide 39 Avaya Aura® Call Center Elite Routing – Service Level Maximizer (SLM) Service Level Agreement (SLA) Platinum 90% of calls within 12 seconds Gold 90% of calls within 18 seconds Silver 90% of calls within 24 seconds Current Service Levels 85% of calls within 12 seconds 92% of calls within 18 seconds 91% of calls within 24 seconds Platinum = Skill Level 1 Gold = Skill Level 1 Gold Call Gold = Skill Level 2 Silver = Skill Level 1 © 2011 Avaya Inc.  The system has also calculated the service levels for all three segments as shown. 39  Service Level Maximizer ignores call surplus and agent surplus and looks at predefined service level objectives instead.  We currently have two agents available. All rights reserved.  Now a call arrives from a Gold customer. However. answering only 85% of calls within 12 seconds. Agent 1 is assigned to both Platinum and Gold customers and Agent 2 is assigned to Gold and Silver customers. Agent 2 has a lower skill level for gold than Agent 1. . he will receive the call. This ensures that the next Platinum Caller will reach Agent 1 immediately and increase the current service level. Which agent will be chosen? Even though Agent 2 has a lower skill level for gold. Notice that Platinum calls are falling below the required service level.

 In a traditional call center. 40  Business Advocate routing is concerned with elements that are happening in the moment. Let’s say that we are in a call surplus condition and these 3 calls have been waiting:  Platinum has waited 15 seconds. . and Silver has waited 10 seconds. Gold has waited 30.  An agent has just become available that can take all 3 types of calls. the Gold caller will be connected. In this situation. not in the past as with most other methods. All rights reserved. the agent will be connected to the caller who has waited the longest.Slide 40 Avaya Aura® Call Center Elite Routing – Business Advocate (BA) © 2011 Avaya Inc.  Advocate routing is always concerned with the dynamics of the call center.

will search the network to find an available agent with the necessary skills to best serve the caller expected to wait the longest. which is based on Expected Wait Times. and rules. what they’re calling about.  Enterprise Instant Messaging is another add-on that benefits customer who do not already use an IM service in their organization. a nd what has their relationship been with the enterprise. All rights reserved. We will look at the Avaya one-X® Agent later in this course. 41 Avaya Aura® Call Center Elite also includes advanced multi-site routing options .  Resident Expert enables agents to efficiently tap the knowledge and expertise of the extended enterprise. . presence.Slide 41 Avaya Aura® Call Center Elite – Other Key Features  Advanced network routing: – – Location Preference Routing Best Service Routing  Remote Agent capabilities: – Avaya one-X® Agent  Separately sold add-ons: – – – Advanced Segmentation Enterprise Instant Messaging Resident Expert © 2011 Avaya Inc.  Resource mobility is provided through Avaya one-X® agent. This powerful tool provides real-time data including: who’s calling. to help them deliver first call resolution. The software handles the problem of finding an expert based on pre-assigned skill sets.  Add-ons that can be purchased include Advanced Segmentation. Agents with an internet connection. rather than routing them elsewhere in the network.  All of these tools focus on providing first contact resolution to customers by getting them to the best agent to serve them quickly and efficiently. It enables agents to reach out.Location Preference and Best Service Routing. The system can then apply the routing conditions to find the best agent to take the call and present them the information they need to add context to the interaction and provide superior customer experience. either in the contact center or elsewhere in the enterprise.  Location Preference can be activated to attempt to keep calls at a specified preferred location under certain conditions. This spreads the call load across the network and optimizes agent resources.  Best Service Routing. can work from anywhere at anytime.

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 The 9650 IP deskphone provides both an intuitive interface and enhanced audio capabilities. 42  So what phones are available for Avaya Aura® Call Center Elite agents?  The 16CC agent deskphone provides ACD agent features and capabilities not often found in competitively priced models. All rights reserved.Slide 42 Avaya Aura® Call Center Elite – Agent Endpoints Avaya agent endpoints – hard telephone sets include:  16CC Agent Deskphone: – – Competitively priced ACD features  9650 IP Deskphone: – – – Intuitive interface Enhanced audio 16 programmable keys © 2011 Avaya Inc.323 and Avaya one-X® Deskphone SIP. It is signaling protocol independent with two telephony applications. It features built-in button functionality for quick access to up to 16 programmable keys including ACD functions.  Now let’s look our premier desktop softphone – Avaya one-X® Agent. Avaya one-X® Deskphone H. The 16CC combines traditional agent ACD features such as LED buttons and fixed agent feature keys as well as dynamic softkeys. .

Slide 43 Avaya Aura® Call Center Elite and Avaya one-X® Agent Avaya one-X® Agent gives contact center users the tools they need to be more productive.  Avaya one-X® Agent has a dynamic. in a branch office. Screen-Pops. Desktop Sharing. Agent and Queue Statistics. Click-to-Dial and more. whether they are working at a headquarters location.  And we offer video capabilities with one-X® Agent as well! . All rights reserved. Reason Codes. 43  Avaya one-X® Agent is a desktop application built specifically to meet the needs of contact center agents and supervisors. Instant Messaging.  Deliver rich features such as: – – – – – – – Agent State Presence Instant Messaging Desktop Sharing Agent and Queue Statistics Reason Codes Screen-pops © 2011 Avaya Inc. Presence. or from home. streamlined user interface and delivers rich features like Agent State.

Slide 44 Avaya one-X® Agent Streamlined Toolbar The Avaya one-X® Agent user interface is uncluttered. yet provides onetouch access to many common agent functions. and other controls on the top bar  Work item status and call control options on the next line  Global controls on the bottom Agent state indicator Message waiting indicator Extension and agent name System messages Mute microphone My computer only Real-time monitor System menu VDN name Conference Complete work status Work state View work info New work Text input Text action Dial pad VuStats Hold Transfer Disconnect Contacts Contact log © 2011 Avaya Inc.  The top bar provides agent status and common controls. 44  The user interface for Avaya one-X Agent is uncluttered. status. . yet provides one-touch access to common agent functions.  Agent name. All rights reserved.

45  Please take a moment to answer the following questions. .Slide 45 Checkpoints © 2011 Avaya Inc. All rights reserved.

 The correct answer is now shown on the screen.  First Incorrect Feedback  Incorrect. All rights reserved.Slide 46 Checkpoint  Text of question: Rank the following routing capabilities available with Avaya Aura® Contact Center Elite from easiest to most sophisticated. Close the feedback box and click Reset to try again. Avaya Aura® Call Center Elite builds upon the power of EAS to provide routing strategies for any client need. Click the forward arrow to continue.  Second Incorrect Feedback  Incorrect. – – – – – 1 – Expert Agent Selection (EAS). 2 – Call Surplus or Agent Surplus 3 – Service Level Maximizer (SLM) 4 – Business Advocate (BA) Correct Feedback:  Correct! Avaya Aura® Call Center Elite builds upon the power of EAS to provide routing strategies for any client need. 46  No Audio on Slide . © 2011 Avaya Inc.

 Second Incorrect Feedback  Incorrect. Answer 2 – Call Surplus or Agent Surplus Answer 3 – Service Level Maximizer (SLM) Answer 4 – Business Advocate (BA) Correct Feedback:  Correct! Business Advocate is a powerful selling point for both new and existing Avaya clients.  The correct answer is now shown on the screen.  First Incorrect Feedback  Incorrect. 47  No Audio on Slide . Close the feedback box and click Reset to try again. All rights reserved. © 2011 Avaya Inc.Slide 47 Checkpoint  Text of question: Which of following routing capabilities now included with Avaya Aura® Contact Center Elite provides a great opportunity to up-sell existing Avaya clients? – – – – Answer 1 – Expert Agent Selection (EAS). Business Advocate is a powerful selling point for both new and existing Avaya clients. Click the forward arrow to continue.

.  Identify value-added products for Avaya Aura® Call Center Elite. You should now be able to:  Effectively communicate the features of Avaya Aura® Call Center Basic and Elite to a client. 48  Although only a brief review.Slide 48 Module Summary Let’s review the key points. All rights reserved. look for the Avaya Aura® Call Center and Avaya one-X® Agent Knowledge Sessions available through the links on the APSS-CC Curriculum at Avaya Learning.  For more details and any new release information. © 2011 Avaya Inc. you should now be able to discuss the key features and benefits of Avaya Aura® Call Center Basic and Elite with your clients.

All rights reserved. 49 .Slide 49 © 2011 Avaya Inc.

. All rights reserved. you will be able to:  Effectively communicate the features of Interaction Center and Operational Analyst. Operational Analyst. 50  After completing this module you will be able to describe the features of Avaya Interaction Center and. its reporting adjunct.Slide 50 Module Objective After you complete this module. © 2011 Avaya Inc.

provides fully integrated multichannel reporting. .  Agent‘s can receive and view contacts from all channels and their history.  Activate embedded Business Advocate for applying Service Objectives.  IC includes the power of Business Advocate for applying service objectives across all media types.Slide 51 Avaya Interaction Center Overview Interaction Center (IC) adds the power of multimedia to the robust features of Avaya Aura® Call Center Elite and enables the client to:  Receive and view contacts and their history from all channels. © 2011 Avaya Inc. 51  Avaya Interaction Center is a robust multimedia server that provides another evolution path for Avaya Aura® Call Center Elite to a multi-channel contact center.  Obtain multi-channel reporting when combined with Avaya Operational Analyst (OA). and  When combined with Avaya Operational Anayst. All rights reserved.

IC also includes alarm monitoring and real-time reporting on system status. It includes a unique agent desktop to support the scope of contact possibilities. Resources can grouped into different domains to provide failover protection. allowing easy management of the numerous new SIP-capable communication devices and media while taking advantage of low-cost. and the eServices of today: email.Slide 52 Avaya Interaction Center Features Avaya Interaction Center features include:  Universal queue and routing  Voice contact management  E-mail contact management  Web collaboration  Agent desktop  Enterprise applications integration  SIP services  Centralized administration and management © 2011 Avaya Inc. The IC agent desktop provides pre-built access to key enterprise applications and contact management controls. web self-service. web chat. 52  Avaya Interaction Center combines voice interactions with those      from fax. voice SMS. Agent screen pop provides customer history for all channels of communication as well as context based menus. A rich development environment extends into the enterprise allowing internal and external system access to be flexible to changing needs. SIP services capability is included with IC. high density SIP trunks. And IC Manager centralizes configuration and administration of both human and system resources across multiple sites. and video. All rights reserved. . instant messaging.

clients can review data quickly and react quickly.  Finally. the data is exportable to Avaya IQ. With Operational Analyst. OA key features include:  Customer interaction repository  Actionable information  Comprehensive look into the customer experience  Customizable real-time and historical reporting © 2011 Avaya Inc. 53     What is the impact on performance when we add one or more channels? How can I measure productivity? Are we still meeting service level agreements? What changes do we need to make based on our analysis? Operational Analyst helps answer these questions for our clients. best of all. And. and  Customization  With centralized data storage and an expandable data model. OA offers both real-time and historical reporting that can be customized for the client’s specific needs. . All rights reserved. OA’s key components include:  Data Management and Summarization  Data Repository  Web Reporting Framework  Real Time and Historical Reports.  It also provides a comprehensive look into operations and the customer experience viewing service levels across all channels.  OA provides actionable information allowing clients to view agent performance against targets and identify operational bottlenecks.Slide 53 Avaya Operational Analyst Avaya Operational Analyst (OA) is our reporting solution that integrates the multichannel information. OA collects all multichannel interactions into one location from single and networked Avaya Aura® Communication Managers.

. 54  Please take a moment to answer the following question.Slide 54 Checkpoint © 2011 Avaya Inc. All rights reserved.

Avaya Aura® Call Center Elite C. Avaya Aura® Experience Portal B. Second Incorrect Feedback Incorrect. 55  No Audio on Slide . Close the feedback box and try again. First Incorrect Feedback Incorrect.Slide 55 Checkpoint  Interaction Center provides an evolution to multimedia for which Avaya Assisted Care solution? – – – – A. All rights reserved. Click the forward arrow to continue. Avaya Aura® Contact Center Correct Feedback: Correct! Interaction Center evolves Avaya Aura® Call Center Elite from a call center to a contact center by providing multimedia capabilities. Interaction Center evolves Avaya Aura® Call Center Elite from a call center to a contact center by providing multimedia capabilities. Avaya Resident Expert D. © 2011 Avaya Inc.

Slide 56 Module Summary Let’s review the key point. . 56  Although only a brief review.  For more details and any new release information. You should now be able to:  Effectively communicate the features of Interaction Center and Operational Analyst. All rights reserved. © 2011 Avaya Inc. you should now be able to discuss the key benefits of Avaya Interaction Center and Operational Analyst with your clients. look for the Avaya Interaction Center and Operational Analyst Knowledge Session available through the link on the APSS-CC Curriculum at Avaya Learning.

57 .Slide 57 © 2011 Avaya Inc. All rights reserved.

you will be able to:  Effectively communicate the features of Avaya Contact Center Control Manager. © 2011 Avaya Inc.Slide 58 Module Objective After you complete this module. All rights reserved. . 58  After completing this module you will be able to describe the features of Avaya Contact Center Control Manager.

including not only the assisted care solutions but also the automated experience and performance management solutions.  Avaya Aura® Contact Center  Avaya Aura® Call Center Elite  Avaya Interaction Center  Avaya one-X® Agent  Avaya Aura® Experience Portal  Avaya Proactive Contact (PC)  Avaya Proactive Outreach Manager (POM)  Avaya Call Management System (CMS)  Avaya IQ  Avaya Aura® Workforce Optimization (WFO) © 2011 Avaya Inc. . All rights reserved.Slide 59 Avaya Contact Center Control Manager Overview Avaya Contact Center Control Manager (ACCCM) is fully integrated with the latest releases of the Avaya Contact Center Suite. 59 Avaya Contact Center Control Manager is fully integrated with the latest releases of the Avaya Contact Center Suite.

VDNs. All rights reserved.  It circumvents the time and labor-intensive setup and on-going maintenance by making it easy to perform a one-time definition of all relevant components and then applying them across all of the Contact Center suite. multi-tenancy support and full partitioning of specific location data. call flows. and intuitive browser-based interface. and self-service dynamic menus and prompts can be easily set up and managed through a single. simplified management of:  Agents  Skills  Vector Directory Numbers (VDN)  Vectors  Extensions  Contact center schedules  Announcements  Role-based permissions  Multi-tenancy © 2011 Avaya Inc. extensions. 60  Avaya Contact Center Control Manager complements the entire Avaya contact center suite by effectively combining and integrating management and administration of a wide range of contact center entities.  Its location-based architecture allows clients to assign products and agents by location and provides cost center tracking. unified. This is big plus in today’s world. skills. working hours.  ACCCM also provides administration of role-based permissions on every feature and every field that is part of the Avaya Aura® environment as well as tailor-made permissions for every user.Slide 60 Avaya Contact Center Control Manager Features Avaya Contact Center Control Manager provides fully centralized. .  With “tenant to view” access enabled. where outsourced resources are more common. service providers or outsourced centers can manage and view only “their” part of the environment.  Agents.

you should now be able to discuss the key features and benefits of Avaya Contact Center Control Manager with your clients. You should now be able to:  Effectively communicate the features of Avaya Contact Center Control Manager to a client. All rights reserved. look for the Avaya Contact Center Control Manager Knowledge Session available through the link on the APSS-CC Curriculum at Avaya Learning. © 2011 Avaya Inc.  For more details and any new release information.Slide 61 Module Summary Let’s review the key point. . 61  Although only a brief review.

62 .Slide 62 © 2011 Avaya Inc. All rights reserved.

Provide appropriate Assisted Care solutions to address typical business challenges and articulate the benefits of Avaya’s solutions to a client.Slide 63 Module Objectives After you complete this module. . 63  At the end of this module you will be able to …  Effectively use solution discovery to determine your client’s business challenges and turn them into opportunities. you will be able to:  Effectively probe key decision makers to discover information about their business challenges to enable you to: – Proactively turn business challenges into opportunities by identifying and confirming possible business imperatives with a client.  You will also be able to propose the appropriate assisted care solution to address those challenges. – © 2011 Avaya Inc. All rights reserved.

 Some of these common business concerns are: – How can I grow my business? • How can I decrease costs? • How can I increase productivity without adding costs? • How can I add other options for customers to reach our center with today’s technologies? • How else can I improve customer satisfaction?  Each of these challenges are viewed differently by the key decision makers in the enterprise. All rights reserved. 64  Our clients face a common set of problems when running a contact center. .Slide 64 Contact Center Client Challenges 1 2 3 4 5 Increase revenues Decrease costs Improve productivity Use today’s technologies Provide superior end-to-end customer experience management © 2011 Avaya Inc.

      How can I increase revenues while controlling costs? How can I get a better return on our investments? How do we remain ahead of the competition? It is important to ask appropriate questions to the CEO‘s concerns. All rights reserved. Find out how they view the performance of their contact center today. Determine what drives their decisions to invest – what return do they expect or want?  Who are they competiting against? Once you know this – do a little research and find out what their competitors are doing.Slide 65 Discovering Client Challenges Chief Executive Officer Concerned with the performance of the entire enterprise:  Increase revenues and decrease costs for higher profit  Higher returns on investment (ROI)  Competitive in the marketplace © 2011 Avaya Inc. 65  What concerns the CEO? Their concerns center around the entire enterprise. .

      How can I increase revenues while controlling costs? How can I get a better return on our investments? How do we remain ahead of the competition? It is important to ask appropriate questions to the CEO‘s concerns. Find out how they view the performance of their contact center today.Slide 66 Ask the Right Discovery Questions Chief Executive Officer What solution discovery questions should be asked?  What revenue do you gain from your contact center today?  What are your contact center costs?  When considering an investment. . All rights reserved. do you have a benchmark ROI in mind?  Who do you consider your largest competitor? © 2011 Avaya Inc. 66  What concerns the CEO? Their concerns center around the entire enterprise. Determine what drives their decisions to invest – what return do they expect or want?  Who are they competiting against? Once you know this – do a little research and find out what their competitors are doing.

. as well as how customers are serviced today.Slide 67 Discovering Client Challenges Line of Business Concerned with the performance of the contact center:  Business growth  Customer retention  Agent productivity  Agent retention  End-to-end customer experience management © 2011 Avaya Inc. 67  From the LOB perspecitive – they focus on the actual operations and performance of the contact center and their agents. All rights reserved.

screen pop – just to name a few. what would it be? © 2011 Avaya Inc.  Ask about their agent tools like hard and soft phones. All rights reserved.  Determine if they provide agent mobility.  How many agents do they have now and plan to have in the next few years. 68  Find out who their customers are and how they contact your client.  Find out agent turnover rates and ask if they know why.Slide 68 Ask the Right Discovery Questions Line of Business What solution discovery questions should be asked?  Are you using voice only or do you also route multimedia contacts?  What are the nature of your contacts? How do you route them today?  What reports can you share that show the key performance indicators of your contact center?  How many agents do you have? Can agents work from home?  What tools do your agents use today? Do they have screen pop?  Do you experience high agent turnover? Do you know why?  If you could change anything in the way your center operates today. . system access. Is there customer segmentation?  Find out the KPIs that are important to them and what‘s impacting those KPIs. try to get to their vision – how would they change their current operations given the opportunity.  And most important.

security. With multiple systems deployed across the enterprise today – they will look to use their current technology. with any new technology they add. and ongoing system administration and maintenance:  IT investment protection  Ease of use  Flexibility to adopt to new business models © 2011 Avaya Inc. All rights reserved. as much as possible. . reliability. 69  The IT group will focus on the technology itself.Slide 69 Discovering Client Challenges Information Technology Concerned with system scalability.

 Determine how their systems are managed and the total cost of ownership through IT expenses or budgets. or SIP. All rights reserved.such as T1. and security. 70  When asking your discovery questions – find out as much as you can about their current technologies. PRI-ISDN. reliability. you can design the solution that is right for your client and tailor your proposal to answer the needs of all the key decision makers.  By asking the right discovery questions.Slide 70 Ask the Right Discovery Questions LOB Information Technology What solution discovery questions should you ask?  Do you have a technology topography we can look at together?  What system architecture are you using today?  What services are you using? Who are your providers? What are your services costing you?  What technologies are you looking to add now and in the future? What network capacities do you expect to need?  How do you monitor the reliability and performance of your systems? How do you control system access?  Are your systems managed from a single point? Can you share your budgeted costs for system administration and maintenance? © 2011 Avaya Inc. .  Found out what trunking services they‘re using . system architectures. Who are their providers? And what are their costs?  Focus on questions around their needs for scalability. and capacities.

– They can route based on agent skill. Causes. – The customer experience is not as they desire. we determined our client wants to provide a full customer experience and answer calls within specific service levels.  What are the consequences of these conditions? – They are limited in how they can segment their customer base to best match the caller to the agent most able to meet their needs. New agents must then be found and trained resulting in high turnover costs. – All of these greatly impact both the client’s revenue and profits. and Negative Business Impacts Client Problem: Unable to provide the customer experience in accordance with new company policy and existing service level agreements. Customers will frequently be transferred and have to repeat themselves to get what they need.  Why are they unable to do that today? Upon asking the appropriate discovery questions. – Agents leave to work for other centers with newer. – Currently. they have a limited pool of agents due to their geographic location. – And finally. 71  Let’s review how we use Problem-Solution Mapping to analyze a client’s needs and formulate our findings. we determine: – They are using older technology with limited functionality. they have limited CTI due to lack of enterprise system integration. – This results in lost agent productivity and low customer satisfaction. Cause of the Problem Why it happens  Older call center technology with Negative Business Impacts Consequences of inaction  Unable to apply customer difficult screens and functionality  Limited skills-based routing  Limited pool of agent resources  Lack of system integration across segmentation  High turnover of trained and talented employees  Lack of context in the customer the enterprise experience  Reduced productivity  Reduced customer satisfaction  Reduced revenue © 2011 Avaya Inc. All rights reserved. however. not on any other criteria. .Slide 71 Client Challenges.  Using the solution discovery methodology. more sophisticated technology.

All rights reserved.  How will this address the problems and what do we expect the outcome to be? – Our technology is easy to implement and maintain with agent tools simple to train and use. increased sales.  Based on what we've learned we will recommend the Avaya Aura® solution with Avaya Aura® Call Center Elite and one-X® Agent. – Adding remote agent and mobility capabilities greatly expands the resource pool available beyond their immediate geographic area and will allow them to compete for the most talented agents. 72  Now let’s look at how we can help solve the client’s business issues. – The company will be better able to provide the service level they envision for their customers. – This will reduce operating costs and significantly increase agent productivity. – And finally. and administer  Agent tools that are easy to use and train  Customer segmentation and resource utilization through advanced routing designs  Remote worker and mobility turnover  Provide contextual customer experience  Increase customer satisfaction  Increase revenue capabilities  Open SIP architecture for systems integration across the enterprise © 2011 Avaya Inc. will result in happier customers and therefore. the agent will have access to the information they need to provide the best possible customer experience. – All of these impacts. implement. with the ability to integrate applications across the enterprise. .Slide 72 Avaya Solution and Positive Business Outcomes Avaya Solution: Avaya Aura® with Avaya Aura® Call Center Elite and Avaya one-X® Agent How We Solve the Problem What we do to address the cause  New technology that is easy to Positive Business Outcomes Key Operational and Financial Metrics  Reduce operating costs  Increase productivity  Improve ability to meet SLAs  Expand hiring pool and reduce agent develop. customer segmentation and agent utilization is optimized. – With customizable call routing design and multiple skill assignments available.

They feel as if the company doesn’t know them or that the agent who responds cannot help them. 73  Now let’s look at an example involving multimedia requirements. Their customers want to communicate through their channel of preference and expect no less. – The combined effect reduces agent productivity and customer satisfaction. resulting in lost business for the enterprise. Causes. we discovered our client’s customer demographics reflect current technologies. – Talented agents are also leaving to work for competitors with more sophisticated technology. All rights reserved. and Negative Business Impacts Client Problem: Multimedia work-handling requirements Cause of the Problem Why it happens  Demographics of the customer base Negative Business Impacts Consequences of inaction  Customers moving to the competition  High turnover of trained and talented dictate the need for multi-channel communication  Current technology is a pre-SIP employees  Lack of context in customer environment  Current communication system interactions  Reduced productivity  Reduced customer satisfaction  Reduced revenue capacities are maximized © 2011 Avaya Inc.Slide 73 Client Challenges. – The customer experience lacks context.  In solution discovery. .  What is the impact they are experiencing? – Customers are moving to their competitors who can offer all channels of interaction.  Upon asking our discovery questions we determine: – They are not using SIP based technology in their current architecture and – They’re at maximum system capacity today.

training time is reduced and customer satisfaction increased. – Our ability to develop and implement designs provides a full contextual customer experience. and administer  Agent tools that are easy to use experience  Reduce agent training costs  Provide a platform for future growth and train  Product migration plan that grows with the technologies and the business and innovation © 2011 Avaya Inc.Slide 74 Avaya Solution and Positive Business Outcomes Avaya Solution: Avaya Aura® with Avaya Aura® Contact Center How We Solve the Problem What we do to address the cause  Open SIP architecture for systems Positive Business Outcomes Key Operational and Financial Metrics  Add media channels quickly and easily  Increase customer satisfaction  Increase revenue  Provide contextual customer integration across the enterprise and across media channels  New technology that is easy to develop. – With intuitive agent tools across all media channels. . the client can expect more business as well. the company can easily integrate applications within the enterprise and across external media channels. – By providing more channels of communication. – This is a perfect pathway for the self-funding implementation approach in the solution discovery methodology. 74  This scenario points directly to the Avaya Aura ® solution: – With open SIP architecture. All rights reserved. – And finally. provides a clear migration plan to grow with the business and innovate with future technologies. the Avaya Aura ® Contact Center Suite. implement.

75  Please take a moment to answer the following questions.Slide 75 Checkpoints © 2011 Avaya Inc. . All rights reserved.

© 2011 Avaya Inc. Click the forward arrow to continue. All rights reserved. it is their job to manage the customer experience to differentiate and thus grow their business. 76  No Audio on Slide . it is their job to manage the customer experience to differentiate and thus grow their business. First Incorrect Feedback Incorrect. Second Incorrect Feedback Incorrect. Close the feedback box and click Reset to try again.Slide 76 Checkpoint  Which of the following client challenges is the highest priority with the LOB manager of a contact center? – – – – – Increase revenues Decrease costs Improve productivity Use today’s technologies Provide superior end-to-end customer experience management Correct Feedback Correct! Although contact center managers focus on all of these to some extent. Although contact center managers focus on all of these to some extent.

 First Incorrect Feedback  Incorrect. 77  No Audio on Slide .Slide 77 Checkpoint  Problem-solution mapping is used to address the discovered concerns of the client and identify the benefits of Avaya Contact Center Assisted Care solutions in addressing those concerns. Problem-solution mapping is indeed a systematic way to work through to the right solution with the right benefit for your client. Click the forward arrow to continue. – – True False  Correct Feedback  Correct! Problem-solution mapping is a systematic way to work through to the right solution with the right benefit for your client. All rights reserved. © 2011 Avaya Inc.

we can turn their challenges into opportunities by providing the right solutions and pointing them to the benefits they seek. You should now be able to:  Effectively probe key decision makers to discover information about their business challenges to enable you to: – – Proactively turn business challenges into opportunities by identifying and confirming possible business imperatives with a client. 78  As you can see. All rights reserved. Provide appropriate Assisted Care solutions to address typical business challenges and articulate the benefits of Avaya’s solutions to a client. by asking the right discovery questions of the key client decision makers. © 2011 Avaya Inc. .Slide 78 Module Summary Let’s review the key points.

Slide 79 © 2011 Avaya Inc. 79 . All rights reserved.

All rights reserved. and  Calculate the Return on Investment they can expect. © 2011 Avaya Inc.  Demonstrate how our assisted care solutions resolve their specific problems.  Calculate a client’s ROI. you will be able to:  Inform a client about the value that Avaya brings to the business. 80  At the end of this module you will be able to:  Express the value of Avaya to your client.Slide 80 Module Objectives After you complete this module.  Inform a client’s key decision makers about the value of Avaya’s Assisted Care solutions by demonstrating how they resolve their specific problems. .

All rights reserved.  And we offer the full services our clients need and expect. offering long-term solutions to our clients. . they are buying from the market leader in contact centers worldwide. 81  When a client decides on Avaya.  Avaya solutions are proven to be reliable and scalable.  We drive innovation with patented technology and award winning applications.Slide 81 Avaya Contact Center .Assisted Care Value Proposition  Avaya’s reputation as #1 in the contact center marketplace  Avaya’s proven reliability and scalability  Avaya’s innovation driving the evolution from call center to contact center to context center  Avaya’s complete offerings for all contact center technology and professional service offerings © 2011 Avaya Inc.

What’s Important Financial  Quick deployment of Technical  Integration with current End-User  Easy to use tools  Customizable to meet current technology for continuity of operations  Risk management with infrastructure and technologies  Open architecture allowing and changing needs  Easy to administer and adjust  Agent access to enterprise secure.  Avaya’s industry recognized support and service offerings reduces risk. All rights reserved. Avaya provides a future proof solution. clients will appreciate our open architecture and the integration quality with their existing infrastructure and applications.  Those concerned with the financial side of the enterprise are interested in the impact that Avaya solutions will have on their financial performance. by phasing implementation from foundational or infrastructure services. we reduce the risk of loss of business to the company as well as the time is takes to see a return on their investment. The savings realized in the first phase will fund the following phases. reliable technologies  Rapid ROI  Reduced operating costs flexibility for new technologies  Scalable to the requirements of the enterprise  Proven Avaya support to and external information  Enhanced customer across the enterprise  Future-proof solution.  With our product roadmaps and migrations strategies. .  With increased efficiencies and contact center productivity. . 82  Let‘s review value from the client‘s prespective. we can provide a self-funding roadmap to innovation.Slide 82 Value Statements . we reduce operating costs across the enterprise. By offering quick deployment and continuity of operations. they have less overhead and lower maintenance and upgrade costs. to mash-up or very specialized services not bound to users. ensuring solid investment protection over the long-term. training requirements and maintenance costs.  Avaya solutions grow with the enterprise preventing future “rip and replace” strategies. .  Because the company needs fewer servers. ensuring solid investment protection reduce risk and training requirements  Ease of use and experience administration reducing TCO © 2011 Avaya Inc. to composable or specialized services.  Further.  Technically.  This same open architecture provides the flexibility they need to introduce new technologies or respond to new business models.

 From another end-user perspective.  Managers will discovery simplicity and speed in administering. monitoring and adjusting in response to demand changes in their contact center. Easy and single point administration also reduces the total cost of ownership for Avaya solutions. and  Agents will have easy access to the information they need.  Simple customization of work flows and agent tools allow administrators to tailor our solutions to their needs and respond to changing requirements in their industry.  The End User value is twofold. .  The enterprise user will find their tools easier to learn and use. the customer will value the enhanced experience of reaching someone who seems to know them and can actually help them on first contact. regardless of the channel used.

83  We’ve mentioned ROI several times. reductions in service carrier expense can be a big one. newly enabled business processes and more. they can realize significant expense reduction. simplifying and consolidating IT administration to a single site also reduces the total cost of ownership.. so it looks like it’s about a 10 to 10 and half month ROI and that’s not counting the revenue increase I believe you’ll see. Possible reductions in maintenance and service contract fees is another. But what type of operating expenses are we talking about?  Well.Slide 83 Return on Investment  ROI = Investment/Monthly Expense Savings  Two methodologies: – Simple or Back of the Envelope (BOE) •“You’re spending $145K per month today.  This is the simple or “back of the envelop” approach in which you can express an estimated ROI to a client in less than 2 minutes. our solution costs $475K and will probably save you about $45K per month. or PRI to SIP. by providing bestin-class networking and call routing capabilities across sites. © 2011 Avaya Inc. centralizing communications.  If the client is multi-site. Let’s take a moment to look at how return on investment can be presented to your client.” – Formal using the ROI TCO Navigator Tool* • If preferred or required by client • Illustrate additional benefits such as: – Avaya Aura® – Centralized – Flatten Consolidate Extend (FCE) – Communication Enabled Business Processes (CEBP) *The ROI TCO Navigator Tool is available from the Sales Enablement menu on the Avaya Global Sales or Avaya Partner Portals..  If they require a more extensive. Further.  This tool allows you to estimate benefits for migrating to the Avaya Aura® platform. All rights reserved. but of course. it depends on your client. .  A lot of business is done using this simplistic approach. Moving a client from T1 to PRI. detailed approach you can use the ROI TCO Navigator Tool. can result in significant monthly savings. What your client wants to know is how long will it take for the investment to pay for itself.  You can calculate ROI by dividing the cost of the solution by the anticipated savings in monthly operating expense. or the time it takes to ride an elevator between a few floors. and contact centers. risk/cost reductions.

. All rights reserved. 84  Please take a moment to answer the following question.Slide 84 Checkpoint © 2011 Avaya Inc.

Correct Feedback: Correct! Presenting our value appropriately to key stakeholders is important in gaining their support for Avaya solutions. Close the feedback box and click Reset to try again.  Technical Avaya solutions grow with the enterprise preventing future “rip and replace” strategies. All rights reserved. Technical stakeholders want to know that the solution will satisfy their needs now and in the future. 85 . and end users want simplicity and flexibility. © 2011 Avaya Inc. The correct answer is now shown on the screen. monitoring. Click the forward arrow to continue.Slide 85 Checkpoint  Match the value statements with the appropriate key stakeholder:  Financial By offering quick deployment and continuity of business. Second Incorrect Feedback Incorrect. First Incorrect Feedback Incorrect.  End User Managers will discover simplicity and speed in administering. we reduce the risk of loss of business to the company as well as the time it takes to see a return on their investment. and adjusting in response to demand changes in their contact center. Financial stakeholders want a quick deployment with minimal risk and fast ROI.

All rights reserved. technical or end user .  Second.Slide 86 Module Summary Let’s review the key points.and can demonstrate our value to each. Avaya is the leader. and – We offer full service options that fit the needs of any enterprise.  Calculate a client’s ROI. You should now be able to:  Inform a client about the value that Avaya Assisted Care solutions bring to the business. . we meet the needs of key decision makers: Financial. 86  From this discussion you should now be able to communicate that:  Avaya’s value proposition is twofold:  First.  You should now also be able to calculate a simple ROI for your client’s consideration. – We continue to innovate with changes in technology and new applications. – We have proven technology that is reliable and scalable to the needs of the business.  Inform a client’s key decision makers about the value of Avaya’s solutions by demonstrating how they resolve their specific problems. © 2011 Avaya Inc.

Slide 87 © 2011 Avaya Inc. 87 . All rights reserved.

.  Position Avaya solutions favorably against competitor solutions. and holistic advantages. comparative advantages and holistic advantages.  Understand how the offer will help you as an Avaya Sales Associate or Avaya Partner to meet quota. comparative advantages.  Position Avaya solutions favorably against competitors' solutions.  Establish the importance of Avaya solutions differentiators unique capabilities. All rights reserved.  Inform your client of the Avaya differentiators including unique capabilities.Slide 88 Module Objectives After you complete this module. you will be able to:  Reduce a client’s anxiety by stating how Avaya Assisted Care solutions resolve business issues better than the competition. and  Understand how our solutions help you as a Avaya Sales Associate or Avaya Partner meet quota. 88  At the end of this module you will be able to:  Reduce a client’s anxiety in choosing Avaya by stating how Avaya Assisted Care solutions resolve business issues better than the competition. © 2011 Avaya Inc.

Slide 89

Avaya Assisted Care Solutions Differentiators: Unique Capabilities
 Licensing simplicity

 Scalability for small, medium, and large enterprises

 SIP accomplishments and strategy

 Avaya’s DevConnect program

 Avaya Global Services

© 2011 Avaya Inc. All rights reserved.

89

 Avaya has many unique capabilities that your client will appreciate. Many of our competitors require multi-licensing or multiple systems to provide all that Avaya provides with simple licensing packages used to activate already existing capabilities within our contact center solutions.  Avaya continues to be able to serve all clients regardless of size and complexity.  Since 2005, Avaya has focused on creating a adaptable SIP communication environment, opening up possibilities and innovation under a reliable and secure architecture.  Our DevConnect program promotes the development, testing, and comarketing of third party products that innovate contact center technology and communication-enabling business processes from more than 3,000 member companies.  We offer unapparelled support and service options from Avaya Professional Services, Avaya Operations Services and Avaya Global support for enterprises of all sizes. In fact, we won the J.D. Power and Associates 2010 Certified Technical Service & Support Program award for the 2nd year in a row!

Slide 90

Avaya Assisted Care Solutions Differentiators: Comparative Advantages
 Integrated suite of best-in-class contact center solutions

 Clear migration paths for contact center clients

 Ability to leverage existing third-party equipment

 Full customer experience optimization

© 2011 Avaya Inc. All rights reserved.

90

 If it‘s needed in a contact center, Avaya has a solution. This is a strong differientiator. With numerous patents and awards, we lead the way in advanced contact center technologies.  As we innovate, we provide a migration path to our clients that gives them peace of mind for the future.  We also ensure that our technology can use their technology, protecting not only their current investment but their future investments as well.  Finally, we innovate with them in mind. We understand their need for context based contact centers, powerful customer segmentation routing strategies, and open standards to evolve as today‘s media evolves.

Slide 91

Avaya Assisted Care Solutions Differentiators: Holistic Advantages
 Fully focused on the enterprise communications business user

 Simplified infrastructures

 SIP-based agilities for faster, lower-cost deployments

 Extended common administration

 Self-funded roadmap

© 2011 Avaya Inc. All rights reserved.

91

 Unlike our largest competitors, we have always been an enterprise communications company and not just a leader in the contact center market place. With Avaya Aura® we can solve any business communication need and innovate the way they do business in ways yet unseen.  We offer simplified infrastructures and with SIP based agility, enable faster, cheaper deployments. We consolidate administration across the enterprise reducing costs and risks to our clients.  We also strategically plan implementation of multiple technologies in progressive phases. Avoiding the rip and replace strategy and allowing the cost savings from the first to fund the next.  Now let‘s talk about how we compare to our competitors.

automated.Slide 92 Winning Against Key Strengths  #2 in CC marketplace  Sells assisted care.  As with their solution overall.  Their biggest issue is the large amount of customization and professional services required to implement and make ongoing changes to the configuration. Genesys works with Avaya.  Because Genesys solutions are contact-center only. They are all custom and they are all costly. . They focus on identifying and developing the trust of the decision makers. no two installations are the same with Genesys. Most Genesys installations are on Avaya Communication Manager. And these on-going professional service requirements are often left out of their original business case. their agent desktop application is for call control only – meaning the agent still requires a hard phone set. They spend time on solving their business problems and developing a compelling business case. 92  Genesys is #2 in the contact center market and offer assisted and automated care as well as performance solutions.  Interestingly enough.  Thus. many of their designs require 3rd party vendors to provide all the abilities we provide to our clients. They take a full SIP-based approach focusing on the applications and not the hardware. Key Weaknesses  No PBX or SIP client to provide the telephony  Full solutions require third-party and performance solutions  Consultative selling approach vendors for completeness  Every installation is custom and expensive to deploy and maintain  Agent desktop is call control only no softphone!  All desktops require significant customization  Serve large CC needs only *The content on this page may be confidential and not for external distribution. deploy and maintain.  Their biggest strength is their consultative selling approach. This has resulted in the need for strong professional services to design and install the products in order to ensure proper integration and integrity. © 2011 Avaya Inc.  Currently. their agent screens also require significant customization.  Further.  Genesys continues to focus only on large scale enterprises and do not offer solutions appropriate to small and medium size. and evolved through the acquisition of several smaller companies they require customization to design. All rights reserved.

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. we extend access for the contact center throughout the enterprise and beyond.  With our Avaya Aura® technology. © 2011 Avaya Inc.  As you have seen in this course. or VoIP all from the same client.  Using standard SIP protocol and gateways. medium. Avaya‘s strategy is to provide out-of-the-box configurations in our solutions while also allowing for great customization based on client need.Slide 93 Winning Against Avaya Key Differentiators  Out-of-the-box configurations meet many client needs. 93  Genesys may be #2 but they only have 14% of the market and we have an estimated 44.  Scalable for small. and large enterprises.  Easily extends application throughout the enterprise. we ensure next generation applications and innovation throughout and still remain scalable for any size enterprise. home or cell phone. *The content on this page may be confidential and not for external distribution.  Standard SIP protocol and gateways. All rights reserved.  Our desktop applications work from the same client. providing diversity and mobility to contact center resources.  Agent desktop works with office telephone.

 Siloed support services.  Requires Cisco gateways and only Cisco gateways!  No connectivity between Cisco’s presence capability and contact center solutions. Further. Typically you see customers enamored with them from the data side.  Having evolved their contact center technology with the onset of VoIP. . companies have invested multi-millions of dollars in their data technologies. you will find they are not typically as robust as Avaya’s. particularly in the IT department.  They offer siloed support services across their product lines. *The content on this page may be confidential and not for external distribution.  However. All rights reserved.  Multimedia lacks feature completeness. Cisco is in the business of selling hardware and lots of it.  SIP is available only through Cisco Unified Presence. 94  Cisco certainly has a mindshare.Slide 94 Winning Against Key Strengths  IT data entrenched  Large installed IT database  Extended into voice from data  #3 in global CC market Key Weaknesses  Guarantees voice quality only on 100% Cisco networks.  Cisco agent desktop requires an actual telephone and additional license. Cisco is gaining ground on our applications space and are now 3rd in the market. This results in a greater number of escalations to higher levels to seek resolution when problems do occur. their contact center solutions are a mix that lack tight integration. © 2011 Avaya Inc.  In addition.

 Over the last seven years. © 2011 Avaya Inc.Slide 95 Winning Against Avaya Key Differentiators  Guarantees voice quality on every voice application. we have fully embraced SIP standards and best practices and can do more with less.  Fully embraced SIP standards and best practices. For the client.  Presence-enabled contact center for over 4 years. you will find more servers in a Cisco deployment than you will an Avaya. Comparing large. Avaya guarantees voice quality on every voice application we sell. but our soft phones can run as VoIP or with a hard phone. or in conjunction with a hard telephone. Avaya easily integrates contact center controls within applications for full multimedia capabilities. *The content on this page may be confidential and not for external distribution. . As long as the network capacities test appropriate. complex implementations.  Avaya one-X® Agent and Avaya Aura® Agent Desktop can run VoIP.  Easily integrates contact center controls within applications for full multimedia feature capabilities. All rights reserved.  Both Avaya one-X® Agent and Avaya Aura® Agent Desktop not only extends agent access across the enterprise. Avaya’s smart systems will protect voice Quality of Service. 95  Unlike Cisco. regardless of the network brand. this means they spend far less on servers with Avaya than with Cisco.  And finally.

.Slide 96 Checkpoints © 2011 Avaya Inc. 96  Please take a moment to answer the following questions. All rights reserved.

97  No Audio on Slide . © 2011 Avaya Inc. Click the forward arrow to continue. All rights reserved. A phased implementation avoids the rip-and-replace strategy and allows the cost savings from the first phase to fund the purchase and implementation of the next.Slide 97 Checkpoint  A key holistic differentiator of Avaya Assisted Care solutions is our ability to provide a self- funded roadmap by strategically phasing the implementation of multiple technologies in progressive stages. – – True False Correct Feedback Correct! A phased implementation avoids the rip-and-replace strategy and allows the cost savings from the first phase to fund the purchase and implementation of the next. First Incorrect Feedback Incorrect.

deploy. Second Incorrect Feedback Incorrect. and maintain each and every installation makes it far more expensive than Avaya. the professional services required to customize. First Incorrect Feedback Incorrect. Click the forward arrow to continue. 98  No Audio on Slide . © 2011 Avaya Inc.. Agent desktop is call control only–no softphone! Serve large CC needs only. and maintain each and every installation makes it far more expensive than Avaya. the professional services required to customize. deploy.Slide 98 Checkpoint  Which of the following is the strongest key weakness of Genesys when compared to Avaya? – – – – – No PBX or SIP client to provide the telephony. Full solutions require third-party vendors for completeness. Although these are all key weaknesses. Every installation is custom and expensive to deploy and maintain. All rights reserved. Close the feedback box and click Reset to try again. Correct Feedback Correct! Although these are all key weaknesses.

Click the forward arrow to continue. First Incorrect Feedback Incorrect. Close the feedback box and click Reset to try again.Slide 99 Checkpoint  Which of the following is the strongest key strength of Cisco when compared to Avaya? – – – – Guarantees voice quality only on 100% Cisco networks Works on Cisco gateways only IT data entrenched Siloed support services Correct Feedback Correct! Cisco’s greatest strength is the mindshare it has today in the IT world. Second Incorrect Feedback Incorrect. The other factors are actually key weaknesses of Cisco. All rights reserved. © 2011 Avaya Inc. Cisco’s greatest strength is the mindshare it has today in the IT world. 99  No Audio on Slide .

© 2011 Avaya Inc. you have the opportunity to build long-term sales potential with each and every client. you can tailor your solution to the specific needs of your client as well as the needs of their customers.  Further. All rights reserved. . and their existing technologies. routing requirements. scalability and migration paths for future innovations. 100  With our full Avaya Aura ® Contact Center Suite you can offer contact center solutions to companies of all sizes greatly expanding your potential client market.  You can match the right solution to your client based on capacities.Slide 100 How Does Avaya Assisted Care Solutions Help You Meet Quota? Avaya Assisted Care solutions:  Expands your potential client market. and  With self-funding roadmaps.  Provides potential for future sales.  Gives you choices to find the right solution for your client.  Allows you to custom tailor your solution to the specific needs of your client as well as their customers.

Our unique capabilities and advantages. © 2011 Avaya Inc. .  Position Avaya solutions favorably against competitors' solutions. And how we measure up against our competitors.  Understand how the offer will help you as an Avaya Sales Associate or Avaya Partner to meet quota.  Establish the importance of Avaya solutions differentiators unique capabilities. You should now be able to:  Reduce a client’s anxiety by stating how Avaya Assisted Care solutions resolve business issues better than the competition.Slide 101 Module Summary Let’s review the key points. All rights reserved. As you can see Avaya indeed provides you with solutions that meet and may even exceed your client’s requirements. comparative advantages. 101     Now we have looked at how Avaya resolves business issues. and holistic advantages.

Slide 102 © 2011 Avaya Inc. 102 . All rights reserved.

 How to overcome client’s objections to our solution.  Identify support services available.Slide 103 Course Summary As a result of completing this course.  Overcome client’s objections to our solution for their business challenges. © 2011 Avaya Inc.  How Avaya solutions and support services can address those challenges.  The value of Avaya Contact Center solutions and their associated services offerings. 103 In this course you learned:  The purpose and features of Avaya Contact Center Assisted Care solutions.  And how to differentiate Avaya solutions favorably against our competitors.  The Avaya support services available.  Communicate the value of Avaya Contact Center solutions and associated services offerings. .  Differentiate Avaya solutions favorably against the competitors' solutions.  The use of discovery questions to identify the business challenges of key decision makers. you should be able to:  Articulate the purpose and features of Avaya Contact Center Assisted Care solutions to your client.  Engage key decision makers using solution discovery questions to identify their business challenges.  Describe how Avaya solutions and support services can address your client’s challenges. All rights reserved.

 Also attend the product specific knowledge sessions available on the APSSCC Curriculum.  Attend the product-specific knowledge sessions available through links on the APSS-CC Curriculum at Avaya Learning. 104  This concludes Avaya Contact Center Fundamentals – Assisted Care. © 2011 Avaya Inc.  Attend other courses for the APSS-CC Curriculum at Avaya Learning.Slide 104 For More Information  Visit the Avaya Global Sales or Avaya Partner portals for more resources and information. All rights reserved. There you will find more detail and new release information for the entire Avaya Contact Center Suite.  And visit the Avaya Professional Services website from the Services menu on the Avaya Global Sales and Avaya Partner portals and see how they can help.  Visit the Avaya Professional Services Web site from the Services menu on the Avaya Global Sales and the Avaya Partner portals. .  Be sure to visit the the Avaya Global Sales or Avaya Partner portals for more resources and further information.  Attend other courses for the APSS-CC Curriculum at Avaya Learning.

Slide 105 Congratulations! You have reached the end of the course. Click 'Exit' to close the course. 105 . © 2011 Avaya Inc. All rights reserved.

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