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IP Office Contact Center (IPOCC)

May 2014 Tech Transfer
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IP Office Contact Center Overview
Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy
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Avaya IP Office Contact Center
Customer Experience Management
Contact Center
Networking
Security
Collaboration
Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy
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Avaya Contact Center Solutions for IP Office
Voice
Multi-channel
Integrated
advanced
applications
Suite-based
enterprise
features (HA,
session mgmt.)
400
5
250 30 50 100
Primary
Competitors:
ShoreTel
Voxtron (BT)
Altitude
Presence

Primary Competitors:
Genesys Express
Cisco UCCx
Altitude
Presence
Huawei
Primary Competitors:
Genesys
Cisco
Interactive Intelligence
Altitude
Primary Competitors:
Genesys Express
Cisco UCCx
Altitude
Presence
Huawei
Avaya Contact Center offers based on Avaya Aura
Avaya Aura Contact Center Suite for Midsize Enterprise (AACC-M)
Avaya Aura Call Center Elite for Midsize Enterprise (Elite-M)
Competitors:
Cisco UCC-X
Interactive
Intelligence CIC
Aspect
Shoretel
Genesys Express
Huawei
Shoretel
Etc.

Avaya Contact Center Select
GA June 24
Avaya IP Office Contact Center
GA Feb 28
Contact Center Solutions for IP Office
Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy
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28
th
February
Available in English Language for 33 Countries
Avaya IP Office Contact Center
Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy
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Avaya IP Office Contact Center
Avaya IP Office Contact Center for the Mid Market
Multichannel
include email, web chat and voice
Skills based routing
Eliminate transfers
Call recording/Call reports
Eliminate conflicts, improve agent/customer interactions, measure
agent performance
Outbound dialing
Use agent down time to automatically make outbound calls
Real time reports
Monitor wait times - move agents between groups on the fly
IVR

Offer self service to free up agent time
Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy
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Universal Queue

Media-specific
Skills-based routing

Contact Center
Resources
Agent
Agent
Groups
Waiting
Announcements
External
Destination
IVR
Outbound
Dialer
Email
Web Chat
Voice
Customers and
Prospect
Avaya IP Office Contact Center is Multichannel
Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy
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IP Office Contact Center
Powerful features
Any mix of voice, email, web chat
Its how your customers customers
wants to do business!
Skills-based routing
Delivers optimum customer experience
Outbound campaigns - Preview &
progressive dialing
Drive greater revenue, increase agent
efficiency

Supported in US, Canada, UK, Australia, New Zealand, India (English only)
Email
Web Chat
Voice
Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy
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IP Office Contact Center
Powerful features
Real time & historical reports
email/web/voice transactions
Powerful, customizable agent desktop
click to call, multichannel view etc
Call recording for every Agent and
Supervisor
Improves agent performance,
eliminate conflicts
Built in IVR promotes self service
Reduce agent handle time

Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy
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Targets customers with up to
2000 employees, 5 to 100
agents
Sweet spot: 10 to 60 agents
Single site with IPO 500v2 or
multiple locations with IPO
Server Edition
Avaya IP Office Contact Center
Scalable
Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy
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Real Time Information
Overview of contact center
status
Individual monitoring screen
with integrated telephony
function
Information available for
agents, team leaders and
supervisors
Waiting queue of all tasks
including Email & Chat
Service level information

Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy
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Email Processing
Answer, create,
postpone and forward
Integrated address book
Text blocks definable to
assure high quality
answers and speed
Channel prioritization
and
definable workload per
Agent
Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy
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Supervisor Applications
Real Time Information - Manage, configure & view real-time Contact
Center statistics

Reporting - Manage, configure & view historical, counter based
Contact Center statistics

Agent Status Report - Configure & view statistical information about
agent activities that are not concerning call or e-mail handling.

Contact Details Report - Configure and view statistical information about
single contacts (calls or e-mails).

Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy
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Real Time Data
Waiting queue of all channels including
Emails and Chats
- Lists of waiting calls/emails
- Service level
- Thresholds

Agent state per Agent Group/Team
- Integrated Telephony functions
- Remote login/logoff, sign on/sign off

Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy
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Statistics
Counter based reports
Configurable parameters per report
Timescale
Duration
Counter type (agent, topic, media)
Report type (manual, automatic)
Individual reports
Predefined Reports
Call based reporting
Contact evaluation
Customer history
Agent history
Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy
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Historical Reporting
Statistics
Counters available for topics, agents, AG, team,
Export to Excel (optional automatic use of customer
defined macro) csv, pdf, rtf
Send Reports via Email
Output with defined resolution (minutes, hours, days,
weeks, )
Defining of period (start stop, day of week)
Scheduled (automatic) or cyclical statistics

Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy
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Agent Status and Contact Details
Agent Status Report: Not task related events




Contact Details Report
Cradle to grave reporting
Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy
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Administrator Applications
Configuration - Configure main
Contact Center elements
Task Flow Editor - Configure
Contact Center routing rules
UI Configuration - Configure &
assign Contact & Cockpit Bars,
Home & Telephony features

IVR Editor - Configure IVR scripts,
Announcements & user response

Dialer - Configure outbound dialer
jobs & campaigns

Email - Configure email (UMR) core
components

Text Blocks - Configure blocks of text
used for Email auto reply templates

Address Book - Configure address
book access and availability to Email

Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy
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Administration Landing Screen
Aggregated Contact Center Services and Elements
Configured system connections
Multi-modal communication elements
Agent, Agent Groups, Teams and Topic views
Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy
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Task Flow Editor
Task Flow Menu
Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy
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IVR Editor
Graphical tool for built in Self Service Component (IVR)
Announcements (.wav) PCM-coded
DTMF recognition (also: fax recognition)
Voice messages
record (silence detection)
Email, delete
Routing
Access to ODBC enabled databases
Speech recognition (ASR)
Text to Speech (TTS)
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IP Office Contact Center: Engineering the
Solution
Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy
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IP-Office Integration, Technical
Overview
IPOCC
Customer calls
0711135865000
IPO
IPO
Taskserver
SIP Ext 350
Port 5060
Chap
SIP Ext 350
Port 5070
Topics
Queue
Voice
Extension
Adapter
(VEA)
5000-5029

Short
Codes
IP 135.124.109.136 IPO
IP
135.124.108.199
Trunk
IVR
IVR
Public
Network
IPOCC
Core/Routing/Realtime/Statistic
etc
IPO User + Phoenix
Agent
CTI
IPOCC Server
Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy
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Avaya IP Office Contact Center
Installation
Windows MSI
About 2-3 h
for 20 Agents
About 1 h for
20 Agents
Depends on
requirements
Excel
Collect
Customer data
Install
IPOCC Software
Import
Customer data
Customize
To customer needs
Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy
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Single site
5 to 30 agents
5 to 100 agents
Up to 32 locations
IP Office 500v2 R9.0.2
IP Office Server
Edition R9.0.2
Partner provided server
or virtualized server to run
IP Office Contact Center


Avaya IP Office Contact Center Solution
Configuration
Application server
(VMPRO)
Partner provided
server
or virtualized
Runs IPOCC

1 x HD contact recorder
1 x HD VMPRO
Hard disk installed
in server for
contact recorder

Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy
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Agent Capacity Add to IP Office IP Office Contact Center Server

IP Office
Server Edition

Up to 100 agents
at up to 32 nodes
supported by the
primary server

PROVISION
Additional Hard Drive
on SE Server

Contact Recorder

Partner-Supplied Server

Windows 2008R2 or 2012 R2 Server
Minimum hardware requirement
Intel Xeon E3 Quadcore 3.1 GHz
8GB DDR3 ECC
1 x Seagate ST500DM002
500GB formatted capacity, 7200 RPM,
16MB cache, SATA interface, RAID1
RAID controller (Intel C202) onboard
1 x 1GB NIC

Sample servers
Dell D210/220
Fijitsu PrimergyTX1000S3p


IP Office
500v2

Up to 30 agents
at a single site
(no multisite contact
center support over SCN)

ADD
Partner-Supplied
Application Server

2 x hard drives
VMPro
Contact Recorder

IP Office Contact Center Configuration Specs
Sold as software ISO or OVA English only deployments
Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy
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IPOCC Country Support
Countries Supported Desk Top
OS
Server
OS
GA-
Unrestricted
General Availability Feb 28, 2014
United States, Canada, United Kingdom, English English Feb 28, 2014
Australia, New Zealand, India
Wave 1 Additions
Singapore, Philippines, Thailand,
Malaysia, Indonesia, South Africa, UAE,
Ecuador, Kuwait, Indochina (Vietnam,
Laos, Cambodia, Myanmar).
English English Mar 17, 2014
Wave 2 Additions
Hong Kong, Turkey, Brasil, Mxico,
Caribbean Islands, Panama, Costa Rica,
Peru
English English Apr 7, 2014
Wave 3 Additions
Netherlands, Sweden, Denmark,
Norway, Saudi Arabia, Finland, Belgium,
Czech Rep, Israel
Local English May 5, 2014
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Licensing & Quoting Information
Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy
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Four Codes Simple Configuration
IP Office Contact Center
Description Avaya List Price
Base software (IP Office SE/500v2) $2255
Voice Agent license $670
Multichannel Agent license (add to voice agent license) $402
Supervisor license (includes voice and multi-channel) $1205
Less time designing the
solution
Do budgetary designs on
the fly
Quoting in EC and ASD
(One Source)
Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy
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IP Office Support Services (IPOSS)

IPOCC Per-agent Price Component: 1 year list price


IPOSS 1-yr List Price
Voice Agent Multichannel Agent Supervisor Agent
Wholesale Co-Delivery Wholesale Co-Delivery Wholesale Co-Delivery
8x5 RTS $99.96 $75.00 $60.00 $45.00 $180.00 $135.00
24x7 RTS $125.04 $94.08 $75.00 $57.00 $225.00 $169.08
3 and 5 year options available
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IP Office Contact Center Roadmap
Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy
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IPOCC Roadmap

IPOCC R9.0.3SP planned GA June 20, 2014
TAPI-D for improved MSI installations
R210 IPOCC turnkey hardware platform
General improvements
IPOCC R10 planned GA 2QFY15
Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy
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Session Summary
IP Office Contact Center supports 5 100 Agents and
Supervisors
Deployed as ISO or OVA in English only
Supports Voice, Email and Chat in a blended agent
environment
Universal Queuing
Uses TAPI and one SIP extension for all telephony and
media traffic
Implementation using .csv file for ease of installation
Roadmap for Hosted IPOCC
Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy
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Material Links
Useful Links
SMBS Pre-Sales Technical Support Group
IP Office Online Knowledgebase
Avaya Documentation
Contact Center Toolkit (SMB)
Demo
IP Office Contact Center Demo
Note: trial version
Other useful links
All Collateral for CC Solutions on IPO
Customer-Ready Collateral for CC Solutions on IPO
Sales Collateral for CC Solutions on IPO

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Thank You!