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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.

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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.

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

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

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

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

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

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

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

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

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

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

Avaya Aura ® Call Center. and Avaya Contact Center Control Manager.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.  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. Avaya Interaction Center. All rights reserved. requires the purchase of “right to use“ licenses per agent.  Call Center Basic is included and fully enabled offering simple routing and agent assignment design. 12 Avaya offers advanced assisted care solutions to meet your client‘s needs: Avaya Aura ® Contact Center.  Avaya Aura ® Contact Center is a robust.  Avaya Aura ® Call Center comes in two versions. however. Call Center Elite is also included. software-only solution for multimedia agents which includes: – A single. Avaya Aura ® Call . 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. and is an integral solution with Avaya Aura ® Communication Manager. Basic and Elite. and a – Graphical Service Creation Environment.  Avaya Aura ® Contact Center is sold on a licensing basis providing a Small to Medium Enterprise package for as low as 100 agents.

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

Click on each to learn more.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. All rights reserved. including support services. operations services and professional services. 13  Avaya offers a variety of services directly. and through our Avaya Partners. .

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

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

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

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

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

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

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

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

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

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. All rights reserved. .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.

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

screen pops to the agents.  Which also supports our out-of-the-box. implementation. All rights reserved. as well as easily customized. unified agent interface. 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. 25  What does Avaya Aura ® Contact Center offer?  Intelligent. the purpose of their contact. customizable reports and displays giving clients the information they need to optimize center performance.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.  Preserved real-time and historical context across all media including customer information.  Open interfaces using Web Services for simple application and process orchestration.  Avaya Aura ® Contact Center can also be configured to evolve Avaya Aura ®® Call Center Elite to a full multimedia center! . skills-based routing of all interactions to an easy-to-use.  And unified reporting for all media channels including real-time and historical standard reports.  A drag and drop GUI interface making developing and modifying work flows fast and easy. © 2011 Avaya Inc. and the number of times they have interacted with the contact center.  Web-based administration providing simple configuration. and on-going administration for one or multiple sites.

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

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

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

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

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

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

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

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

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

 Further. All rights reserved. and queue status. For more sophisticated.  Basic is able to evaluate agent status and determine which agent has been idle the longest and will direct the call to that agent. Avaya Aura® Call Center Basic is appropriate for clients with small centers. Call Center Basic also includes Basic Call Managment System Reporting which includes 19 standard call center reports on agent. and applies vectoring to redirect the call to an overflow agent split.  And finally. and basic report needs. simple call routing requirements. through a series of “if-then-else“ conditional statements. 35  Avaya Aura® Call Center Basic provides:  Basic Call Vectoring for directing calls to agent ACD Groups or Splits. complex call centers Avaya Aura® Call Center Elite is the answer. Basic evaluates call status. call.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. . measuring average speed to answer and expected wait times.

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

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.

Notice that Platinum calls are falling below the required service level. All rights reserved. Let’s say we have three customer segments each with a different service level agreement. However. Agent 1 is assigned to both Platinum and Gold customers and Agent 2 is assigned to Gold and Silver customers. . Which agent will be chosen? Even though Agent 2 has a lower skill level for gold. 39  Service Level Maximizer ignores call surplus and agent surplus and looks at predefined service level objectives instead.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. he will receive the call. This ensures that the next Platinum Caller will reach Agent 1 immediately and increase the current service level. answering only 85% of calls within 12 seconds.  Now a call arrives from a Gold customer.  The system has also calculated the service levels for all three segments as shown.  We currently have two agents available. Agent 2 has a lower skill level for gold than Agent 1.

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

can work from anywhere at anytime. We will look at the Avaya one-X® Agent later in this course.  Location Preference can be activated to attempt to keep calls at a specified preferred location under certain conditions. All rights reserved.  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. This spreads the call load across the network and optimizes agent resources.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. The software handles the problem of finding an expert based on pre-assigned skill sets. This powerful tool provides real-time data including: who’s calling.  Add-ons that can be purchased include Advanced Segmentation. rather than routing them elsewhere in the network. either in the contact center or elsewhere in the enterprise.  Resident Expert enables agents to efficiently tap the knowledge and expertise of the extended enterprise. to help them deliver first call resolution. 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. presence. and rules.Location Preference and Best Service Routing.  Best Service Routing. a nd what has their relationship been with the enterprise. . It enables agents to reach out. 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. Agents with an internet connection.  Resource mobility is provided through Avaya one-X® agent. 41 Avaya Aura® Call Center Elite also includes advanced multi-site routing options . which is based on Expected Wait Times. will search the network to find an available agent with the necessary skills to best serve the caller expected to wait the longest.

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 The 9650 IP deskphone provides both an intuitive interface and enhanced audio capabilities.  Now let’s look our premier desktop softphone – Avaya one-X® Agent. It features built-in button functionality for quick access to up to 16 programmable keys including ACD functions.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. It is signaling protocol independent with two telephony applications. Avaya one-X® Deskphone H.323 and Avaya one-X® Deskphone SIP. All rights reserved. The 16CC combines traditional agent ACD features such as LED buttons and fixed agent feature keys as well as dynamic softkeys. 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. .

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

. 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. status. yet provides onetouch access to many common agent functions. 44  The user interface for Avaya one-X Agent is uncluttered.  The top bar provides agent status and common controls.  Agent name. yet provides one-touch access to common agent functions.Slide 44 Avaya one-X® Agent Streamlined Toolbar The Avaya one-X® Agent user interface is uncluttered. All rights reserved.

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

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

47  No Audio on Slide .  Second Incorrect Feedback  Incorrect.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). 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. © 2011 Avaya Inc.  First Incorrect Feedback  Incorrect. Close the feedback box and click Reset to try again. All rights reserved. Business Advocate is a powerful selling point for both new and existing Avaya clients.  The correct answer is now shown on the screen. Click the forward arrow to continue.

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

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

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

All rights reserved. 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.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.  Agent‘s can receive and view contacts from all channels and their history. . provides fully integrated multichannel reporting. © 2011 Avaya Inc.  IC includes the power of Business Advocate for applying service objectives across all media types.  Activate embedded Business Advocate for applying Service Objectives. and  When combined with Avaya Operational Anayst.  Obtain multi-channel reporting when combined with Avaya Operational Analyst (OA).

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

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

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

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

you should now be able to discuss the key benefits of Avaya Interaction Center and Operational Analyst with your clients.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. look for the Avaya Interaction Center and Operational Analyst Knowledge Session available through the link on the APSS-CC Curriculum at Avaya Learning. © 2011 Avaya Inc.

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

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

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. All rights reserved. .  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. including not only the assisted care solutions but also the automated experience and performance management solutions.

VDNs.  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. 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. unified. extensions. skills. and intuitive browser-based interface. All rights reserved. and self-service dynamic menus and prompts can be easily set up and managed through a single. where outsourced resources are more common.  With “tenant to view” access enabled. call flows. simplified management of:  Agents  Skills  Vector Directory Numbers (VDN)  Vectors  Extensions  Contact center schedules  Announcements  Role-based permissions  Multi-tenancy © 2011 Avaya Inc.  Agents. service providers or outsourced centers can manage and view only “their” part of the environment. working hours. This is big plus in today’s world.  Its location-based architecture allows clients to assign products and agents by location and provides cost center tracking. multi-tenancy support and full partitioning of specific location data. .Slide 60 Avaya Contact Center Control Manager Features Avaya Contact Center Control Manager provides fully centralized.  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.

61  Although only a brief review. All rights reserved. © 2011 Avaya Inc. .  For more details and any new release information. 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. look for the Avaya Contact Center Control Manager Knowledge Session available through the link on the APSS-CC Curriculum at Avaya Learning.Slide 61 Module Summary Let’s review the key point.

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

All rights reserved. – © 2011 Avaya Inc.Slide 63 Module Objectives After you complete this module.  You will also be able to propose the appropriate assisted care solution to address those challenges. 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. . 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. Provide appropriate Assisted Care solutions to address typical business challenges and articulate the benefits of Avaya’s solutions to a client.

. 64  Our clients face a common set of problems when running a contact center. 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.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.

65  What concerns the CEO? Their concerns center around the entire enterprise. Find out how they view the performance of their contact center today.       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. 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. .

.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. do you have a benchmark ROI in mind?  Who do you consider your largest competitor? © 2011 Avaya Inc. Find out how they view the performance of their contact center today.       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. 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. All rights reserved. 66  What concerns the CEO? Their concerns center around the entire enterprise.

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. All rights reserved. . 67  From the LOB perspecitive – they focus on the actual operations and performance of the contact center and their agents.

68  Find out who their customers are and how they contact your client. Is there customer segmentation?  Find out the KPIs that are important to them and what‘s impacting those KPIs. . screen pop – just to name a few.  Ask about their agent tools like hard and soft phones. try to get to their vision – how would they change their current operations given the opportunity.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. All rights reserved. system access.  Find out agent turnover rates and ask if they know why.  And most important. what would it be? © 2011 Avaya Inc.  Determine if they provide agent mobility.  How many agents do they have now and plan to have in the next few years.

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

 Determine how their systems are managed and the total cost of ownership through IT expenses or budgets. and capacities. reliability. PRI-ISDN. Who are their providers? And what are their costs?  Focus on questions around their needs for scalability. .such as T1.  By asking the right discovery questions. system architectures. and security.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. 70  When asking your discovery questions – find out as much as you can about their current technologies. 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.  Found out what trunking services they‘re using . or SIP. All rights reserved.

71  Let’s review how we use Problem-Solution Mapping to analyze a client’s needs and formulate our findings. more sophisticated technology. however. . All rights reserved. – And finally. we determined our client wants to provide a full customer experience and answer calls within specific service levels. we determine: – They are using older technology with limited functionality. they have a limited pool of agents due to their geographic location. 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. – The customer experience is not as they desire. – They can route based on agent skill. – Agents leave to work for other centers with newer. New agents must then be found and trained resulting in high turnover costs.Slide 71 Client Challenges. – Currently.  Why are they unable to do that today? Upon asking the appropriate discovery questions. they have limited CTI due to lack of enterprise system integration. Customers will frequently be transferred and have to repeat themselves to get what they need. not on any other criteria.  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. – All of these greatly impact both the client’s revenue and profits. – This results in lost agent productivity and low customer satisfaction. and Negative Business Impacts Client Problem: Unable to provide the customer experience in accordance with new company policy and existing service level agreements.  Using the solution discovery methodology. Causes.

– 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. – This will reduce operating costs and significantly increase agent productivity. the agent will have access to the information they need to provide the best possible customer experience. will result in happier customers and therefore. customer segmentation and agent utilization is optimized. implement. – And finally. – The company will be better able to provide the service level they envision for their customers. – All of these impacts. increased sales.  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. with the ability to integrate applications across the enterprise.  Based on what we've learned we will recommend the Avaya Aura® solution with Avaya Aura® Call Center Elite and one-X® Agent. . 72  Now let’s look at how we can help solve the client’s business issues. – With customizable call routing design and multiple skill assignments available.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. All rights reserved. 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.

we discovered our client’s customer demographics reflect current technologies.Slide 73 Client Challenges. resulting in lost business for the enterprise. Their customers want to communicate through their channel of preference and expect no less. – The customer experience lacks context.  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. All rights reserved. They feel as if the company doesn’t know them or that the agent who responds cannot help them. – The combined effect reduces agent productivity and customer satisfaction. – Talented agents are also leaving to work for competitors with more sophisticated technology. Causes. . 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.  In solution discovery. 73  Now let’s look at an example involving multimedia requirements.  What is the impact they are experiencing? – Customers are moving to their competitors who can offer all channels of interaction.

– Our ability to develop and implement designs provides a full contextual customer experience. – This is a perfect pathway for the self-funding implementation approach in the solution discovery methodology.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. . training time is reduced and customer satisfaction increased. the client can expect more business as well. provides a clear migration plan to grow with the business and innovate with future technologies. 74  This scenario points directly to the Avaya Aura ® solution: – With open SIP architecture. implement. All rights reserved. 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. the company can easily integrate applications within the enterprise and across external media channels. – By providing more channels of communication. – And finally. the Avaya Aura ® Contact Center Suite. – With intuitive agent tools across all media channels.

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

Close the feedback box and click Reset to try again. All rights reserved. Although contact center managers focus on all of these to some extent. Second Incorrect Feedback Incorrect. 76  No Audio on Slide .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. First Incorrect Feedback Incorrect. it is their job to manage the customer experience to differentiate and thus grow their business. Click the forward arrow to continue. it is their job to manage the customer experience to differentiate and thus grow their business. © 2011 Avaya Inc.

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. © 2011 Avaya Inc. – – 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. Click the forward arrow to continue. Problem-solution mapping is indeed a systematic way to work through to the right solution with the right benefit for your client. 77  No Audio on Slide .  First Incorrect Feedback  Incorrect.

78  As you can see. . 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. All rights reserved.Slide 78 Module Summary Let’s review the key points. © 2011 Avaya Inc. we can turn their challenges into opportunities by providing the right solutions and pointing them to the benefits they seek. by asking the right discovery questions of the key client decision makers. Provide appropriate Assisted Care solutions to address typical business challenges and articulate the benefits of Avaya’s solutions to a client.

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

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

 Avaya solutions are proven to be reliable and scalable.  And we offer the full services our clients need and expect. offering long-term solutions to our clients. 81  When a client decides on Avaya.  We drive innovation with patented technology and award winning applications. All rights reserved.Slide 81 Avaya Contact Center . . they are buying from the market leader in contact centers worldwide.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.

we can provide a self-funding roadmap to innovation.  With our product roadmaps and migrations strategies. By offering quick deployment and continuity of operations.Slide 82 Value Statements . to composable or specialized services. 82  Let‘s review value from the client‘s prespective. ensuring solid investment protection over the long-term. 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. Avaya provides a future proof solution.  With increased efficiencies and contact center productivity.  Further. clients will appreciate our open architecture and the integration quality with their existing infrastructure and applications. . by phasing implementation from foundational or infrastructure services. 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 solutions grow with the enterprise preventing future “rip and replace” strategies. 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. we reduce operating costs across the enterprise.  Avaya’s industry recognized support and service offerings reduces risk.  Those concerned with the financial side of the enterprise are interested in the impact that Avaya solutions will have on their financial performance. training requirements and maintenance costs. to mash-up or very specialized services not bound to users.  Technically.  This same open architecture provides the flexibility they need to introduce new technologies or respond to new business models.  Because the company needs fewer servers. . All rights reserved. ensuring solid investment protection reduce risk and training requirements  Ease of use and experience administration reducing TCO © 2011 Avaya Inc. they have less overhead and lower maintenance and upgrade costs. The savings realized in the first phase will fund the following phases. .

 Managers will discovery simplicity and speed in administering.  From another end-user perspective. Easy and single point administration also reduces the total cost of ownership for Avaya solutions. the customer will value the enhanced experience of reaching someone who seems to know them and can actually help them on first contact. .  The End User value is twofold.  The enterprise user will find their tools easier to learn and use. monitoring and adjusting in response to demand changes in their contact center. 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. regardless of the channel used.

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. our solution costs $475K and will probably save you about $45K per month.  You can calculate ROI by dividing the cost of the solution by the anticipated savings in monthly operating expense. or PRI to SIP.. reductions in service carrier expense can be a big one. Further. by providing bestin-class networking and call routing capabilities across sites.” – 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. 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. it depends on your client.  This tool allows you to estimate benefits for migrating to the Avaya Aura® platform. © 2011 Avaya Inc. Let’s take a moment to look at how return on investment can be presented to your client. can result in significant monthly savings.  If they require a more extensive. Moving a client from T1 to PRI. simplifying and consolidating IT administration to a single site also reduces the total cost of ownership. . and contact centers. All rights reserved.  A lot of business is done using this simplistic approach. 83  We’ve mentioned ROI several times.. they can realize significant expense reduction. Possible reductions in maintenance and service contract fees is another.  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. but of course. What your client wants to know is how long will it take for the investment to pay for itself. or the time it takes to ride an elevator between a few floors. risk/cost reductions. newly enabled business processes and more. centralizing communications. detailed approach you can use the ROI TCO Navigator Tool.  If the client is multi-site. But what type of operating expenses are we talking about?  Well.

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

© 2011 Avaya Inc. All rights reserved. Technical stakeholders want to know that the solution will satisfy their needs now and in the future.  End User Managers will discover simplicity and speed in administering. Click the forward arrow to continue.  Technical Avaya solutions grow with the enterprise preventing future “rip and replace” strategies. First Incorrect Feedback Incorrect. monitoring. 85 . Second Incorrect Feedback Incorrect. 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.Slide 85 Checkpoint  Match the value statements with the appropriate key stakeholder:  Financial By offering quick deployment and continuity of business. The correct answer is now shown on the screen. and end users want simplicity and flexibility. 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. Financial stakeholders want a quick deployment with minimal risk and fast ROI. and adjusting in response to demand changes in their contact center.

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

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

 Understand how the offer will help you as an Avaya Sales Associate or Avaya Partner to meet quota. comparative advantages. 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.  Establish the importance of Avaya solutions differentiators unique capabilities. comparative advantages and holistic advantages.  Position Avaya solutions favorably against competitors' solutions. © 2011 Avaya Inc.  Position Avaya solutions favorably against competitor solutions. 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. and holistic advantages.  Inform your client of the Avaya differentiators including unique capabilities. All rights reserved.Slide 88 Module Objectives After you complete this module.

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.

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 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.

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

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

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

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

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

All rights reserved. 97  No Audio on Slide . – – 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. 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. Click the forward arrow to continue.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. © 2011 Avaya Inc. First Incorrect Feedback Incorrect.

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

99  No Audio on Slide . All rights reserved. Second Incorrect Feedback Incorrect.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. Cisco’s greatest strength is the mindshare it has today in the IT world. First Incorrect Feedback Incorrect. The other factors are actually key weaknesses of Cisco. © 2011 Avaya Inc. Close the feedback box and click Reset to try again. Click the forward arrow to continue.

 You can match the right solution to your client based on capacities.  Further. you have the opportunity to build long-term sales potential with each and every client.Slide 100 How Does Avaya Assisted Care Solutions Help You Meet Quota? Avaya Assisted Care solutions:  Expands your potential client market. routing requirements. scalability and migration paths for future innovations. and  With self-funding roadmaps. 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 tailor your solution to the specific needs of your client as well as the needs of their customers. © 2011 Avaya Inc. . and their existing technologies.  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. All rights reserved.

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

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

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

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

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

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