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Avaya Proactive Contact 5


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Avaya Proactive Contact 5

  1. 1. Avaya Proactive Contact 5 New Features Overview David Allen, Consulting Systems Engineer 21 st July 2011
  2. 2. Understanding Avaya’s “Pro-actives” <ul><li>Integration between Proactive Contact & Voice Portal (Dialer & IVR) </li></ul><ul><li>Two Best in Class solutions, both #1 in mkt </li></ul><ul><li>Provides “Proactive Outbound Self Service” </li></ul><ul><li>Dialer places call, passes live connect to IVR </li></ul><ul><li>Provides both live agent & Automated Notifications </li></ul>Proactive Outreach Integrated <ul><li>Avaya’s Next Generation Outbound </li></ul><ul><li>Proactive Contact & Voice Portal on a common server </li></ul><ul><li>Offers both live agent & automated notifications from a single platform (POM3) </li></ul><ul><li>POM 2 (AN only) available today </li></ul><ul><li>POM 3 in development </li></ul>Proactive Outreach Manager (POM) Unified <ul><li>Avaya’s premier dedicated outbound dialer </li></ul><ul><ul><li>PG230 “Hard Dialer” </li></ul></ul><ul><ul><li>CTI “Soft Dialer” </li></ul></ul><ul><li>15th generation application </li></ul><ul><li>3 Types of Blending </li></ul><ul><li>#1 or #2 in outbound for over 20 years. Currently #1 – Frost & Sullivan </li></ul><ul><li>Ability to deliver 1 way OB notifications </li></ul>Proactive Contact Stand Alone
  3. 3. Proactive Contact 5 New Features <ul><li>PG230 Telephony Oriented Enhancements </li></ul><ul><li>Provides fine-tuning control of the Enhanced Call Progress Algorithm for use when calling jobs are focused on mobile phones </li></ul>Enhanced Cell Phone Detection <ul><li>Full support for h.323 trunks. Enables connectivity of outbound trunks directly from carriers along with inbound, transfer and agent trunks between the Proactive Contact PG230 and the customer's ACD/PBX </li></ul>PG230 IP Card
  4. 4. Proactive Contact 5 New Features <ul><li>Productivity Enhancements </li></ul><ul><li>Combines the functionality of Unit Work List jobs with Infinite List processing </li></ul>Unit Work List Job Compatibility with Infinite Lists <ul><li>Allows users to make real-time changes to the Record Selection criteria of active jobs </li></ul>Real-Time Record Selection Support <ul><li>Provides users the option to run automated Record Selections just prior to a &quot;linked&quot; job starting </li></ul>Automatic Record Selection for Job Linking <ul><li>Enables agents to log into one, many or all Unit IDs within a single job via “ multi-select” from the master list of all Unit IDs </li></ul>Multi-Unit Select for Unit Work List Jobs
  5. 5. Proactive Contact 5 New Features <ul><li>Productivity Enhancements Cont. </li></ul><ul><li>Allows changes in scheduling activity via Editor interface to occur without a system restart </li></ul>Real-time Scheduling Execution <ul><li>Simplifies deployment and improves data, usability and look & feel of Internet Monitor </li></ul>Internet Monitor Enhancements <ul><li>Enables customer to speak to a live agent during a Virtual messaging job </li></ul>Virtual Job “Opt-Out” <ul><li>Provides the Agent Joblist Functionality within Agent API and Proactive Contact Agent which enables users to restrict the jobs that individual or groups of agents can join </li></ul>Extend Agent Joblist Functionality
  6. 6. Proactive Contact 5 New Features <ul><li>Productivity Enhancements Cont. </li></ul><ul><li>Enables supervisors to seamlessly transition from monitoring one agent to another </li></ul>Automated Agent Monitoring Transition <ul><li>Allows agents to automatically receive set recalls when they are participating in new jobs </li></ul>Automatic Agent Set Recall for Completed Jobs
  7. 7. Proactive Contact 5 New Features <ul><li>Blend Enhancements </li></ul><ul><li>Enables the configuration of Agent Blend and Call Blending on the same system. Users can run simultaneous campaigns using each blend method </li></ul>Simultaneous Agent and Call Blending <ul><li>Provides predictive and proactive Agent Blend support for the CS1000 and Medium-Size Business Template (MBT) systems with AACC 6.0 SP3 and higher. </li></ul>Agent Blend Support for Avaya Aura Contact Center
  8. 8. Proactive Contact 5 New Features <ul><li>Security and Administrative Updates </li></ul><ul><li>Adds a system alert when too many jobs are attempted </li></ul>Simultaneous Campaign Alert <ul><li>Enables the use of stronger password protection including length, composition and update frequency </li></ul>Strengthened Password Support <ul><li>Provides alerts for agent login issues, licensing problems and maintenance routines </li></ul>Enhanced SNMP Support <ul><li>Provides extensive documentation to support custom reporting from the system's database </li></ul>Enhanced Oracle Database Documentation
  9. 9. Proactive Contact 5 New Features <ul><li>Other Administrative Updates </li></ul><ul><li>Allows the Proactive Contact server software to be upgraded without the requirement to upgrade the Agent and/or Supervisor desktops </li></ul>Upgrade Simplification <ul><li>Isolates related code into components for faster troubleshooting </li></ul>Logical Code Isolation <ul><li>Quickens troubleshooting by enabling Customer Support to send system reports using the Simple Mail Transfer Protocol (SMTP) </li></ul>SMTP Support <ul><li>Configuration simplification tools for PODs, Agent Blend, and Time Zones </li></ul><ul><li>Exclude Public/Public directory from configuration backup </li></ul>Miscellaneous Improvements
  10. 10. Proactive Contact 5 New Features <ul><li>Hardware & Software Updates </li></ul><ul><li>Now supported on Windows 2008 server and Windows 7 client </li></ul>Avaya Proactive Contact APIs <ul><li>Now supported on Windows 2008 server and Windows 7 client </li></ul><ul><li>64-bit Windows 7 and XP client support </li></ul>Avaya Proactive Contact Supervisor Suite <ul><li>Updated to Redhat Linux 5.5 </li></ul><ul><li>Updated with Java 1.6 components </li></ul><ul><li>New HP ProLiant DL360 G7 Common Server </li></ul>Avaya Proactive Contact Server
  11. 11. Avaya Proactive Contact Roadmap Proactive Contact 5.0 AACC/Agent Blending, and Advanced Productivity, Administration, and Platform Technology Proactive Contact 5.1 Multi-Tenant, Differentiated Regulatory Support, Distributed Architecture, Increased Capacities, and Enhanced Productivity 2012 2010 2011 2013