Avanade Contact Center and Live Chat Solution Overview

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This deck provides an overview of the combined Avanade CRM Contact Center Solution and Avanade Live Chat Solution for customers seeking Contact Center and Call Center capability leveraging the Microsoft Lync, SharePoint, and CRM platform.

Lear more about Avanade solutions at http://www.avanade.com/en-us/offerings/Pages/communications-enabled-business-processes.aspx

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Avanade Contact Center and Live Chat Solution Overview

  1. 1. Avanade Contact Center & Live Chat Solution Presented by: Barry Givens Product Line Director, CRM Avanade Software & Cloud Services (SCS) Joe Schurman Solutions Architecture & Evangelism Avanade Software & Cloud Services (SCS)
  2. 2. Avanade Contact Center Solution (ACCS) Solution Overview Key Features  Interfaces & Supported Modalities:  Live Web Chat Interface  Dial-in and IVR (Interactive Voice Response)  Dial-out  IP-PBX Integration  Call Center Integration  Application Integration:  Dynamics CRM  Line-of-Business (CRM, SAP, etc)  Gamification  Reporting & Monitoring  Session Management & Tracking © 2014 Avanade Inc. All Rights Reserved.
  3. 3. Avanade Contact Center Solution (ACCS) Avanade Live Chat (ALC) Web Chat Interface Aggregated Presence enabled with Contact Center routing based on Agent and/or SME availability. Post Chat Surveys Pre-contact Questionnaires “Zero Footprint”  Cross-Device/Browser  Customizable/Branded © 2014 Avanade Inc. All Rights Reserved.
  4. 4. Avanade Contact Center Solution (ACCS) Avanade Live Chat (ALC) Web Web User Key Features  Live Web Chat Interface  Microsoft Lync Presence  Customizable Web Chat Window & Skins  Accessible from any Browser & Device  SharePoint Integration  Chat Transcripts (Email)  Chat Surveys  Chat Questionnaire  Web Co-Browsing  Application Sharing  Full CSS & Theme customization © 2014 Avanade Inc. All Rights Reserved.
  5. 5. Avanade Contact Center Solution (ACCS) Avanade Contact Center (ACCS) Agent Desktop All-in-One Agent Desktop Lync Presence & IP Communications Agent Case, Customer Record, and Session Management © 2014 Avanade Inc. All Rights Reserved. Dynamics CRM Case Management
  6. 6. Avanade Contact Center Solution (ACCS) ACCS Agent Desktop – Chat, Sessions & Gamification Live Chat Notifications Agent Gamification Agent Multimodal Session Management Agent Live Chat Response SAP & Customer Lineof-Business Application Integration © 2014 Avanade Inc. All Rights Reserved.
  7. 7. Avanade Contact Center Solution (ACCS) ACCS Agent Desktop – Knowledge Base (SharePoint) SharePoint and/or Knowledge Base Integration © 2014 Avanade Inc. All Rights Reserved. Record/Post History
  8. 8. Avanade Contact Center Solution (ACCS) ACCS Agent Desktop – Line of Business Integration Agent Multimodal Session Management SAP & Customer Lineof-Business Application Integration © 2014 Avanade Inc. All Rights Reserved.
  9. 9. Avanade Contact Center Solution (ACCS) Avanade Live Chat (ALC) Agent            Lync & Lync Online ALC Application Extension Dynamics CRM Integration Drag-n-Drop Agents (Group Chat) Web Visitor Profile Agent Dashboard Ava Responses Click-to-Call Escalation Agent Federation Native Lync Application Sharing Client CSS Customization Plug-ins © 2014 Avanade Inc. All Rights Reserved. Voice Escalation Agent Plug-ins
  10. 10. Avanade Contact Center Solution (ACCS) Avanade Live Chat (ALC) Administration         Queue Management Agent Management Advanced Routing Archiving & Compliance Reporting & Analysis Chat Survey Results Application Plug-ins Live Agent Monitoring © 2014 Avanade Inc. All Rights Reserved.
  11. 11. Avanade Contact Center Solution (ACCS) Avanade Live Chat (ALC) Real-Time Monitoring      Direct Lync Client integration Live Pending Chat Requests Agent Presence Management Admin “Barge-in” Feature Multi-Queue Administration © 2014 Avanade Inc. All Rights Reserved.
  12. 12. Avanade Contact Center Solution (ACCS) End-user Experiences Customer Facing Web Chat Online Communities Subject Matter Expert Chat Real-Time Internal Collaboration Dial-in & IVR Unified IT Helpdesk © 2014 Avanade Inc. All Rights Reserved. Helping Customers increase collaboration and connectivity
  13. 13. Avanade Contact Center Solution (ACCS) Digital Community Chat      Lync-Enabled Communities Rich, Real-time, Internal Communication & Collaboration Increased speed of information and workflow Portal or Extranet solutions SharePoint-enabled © 2014 Avanade Inc. All Rights Reserved.
  14. 14. Avanade Contact Center Solution (ACCS) Live Physician Chat For demonstration purposes only 13
  15. 15. Avanade Contact Center Solution (ACCS) Live Physician Chat  Lync EMR (Electronic Medical Record) Integration  Click-to-Communicate Escalation  Web Chat (IM)  Audio / Voice  Video  HealthVault Device Integration For demonstration purposes only © 2014 Avanade Inc. All Rights Reserved. 15
  16. 16. ACCS + Live Chat Demo © 2014 Avanade Inc. All Rights Reserved.
  17. 17. CEBP through the Connected Enterprise Avanade Live Chat (ALC) Solution Architecture ALC Server(s) © 2014 Avanade Inc. All Rights Reserved.
  18. 18. CEBP through the Connected Enterprise Avanade Live Chat (ALC) Solution Architecture Legend ALC Service Web Visitor Load Balanced (Optional) HTTP/S Port 80/443 ALC Agent TLS Port 5061 Database DMZ ALC Web Web Port 8000 Monitoring © 2014 Avanade Inc. All Rights Reserved. 1433 Web Port 8000 ALC WebService SQL Port 1433 UC Server(s) ALC UCMA TLS Port 5061 ALC DB
  19. 19. CEBP through the Connected Enterprise Avanade Live Chat (ALC) Solution Architecture Group Membership Routing Additional Routing        Time Location Expertise First Available Round Robin Contact Center Custom Routing Rules Routing Rules All Available Agents Specific Available Agents CSR Agent © 2014 Avanade Inc. All Rights Reserved. Customer Reps CSR Agent Customer Reps
  20. 20. xie spasib o xie dank u gracia dank s You e Thank ta shokran merc arigat asante obrigado grazie i o kamsa hamnida © 2014 Avanade Inc. All Rights Reserved. 20
  21. 21. CEBP © 2014 Avanade Inc. All Rights Reserved. Avanade

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