Avaya 体验之旅

1. 联络中心的全新体验
联络中心的全新体
Avaya联络中心的全新体验
从整体解决方案迈向全景中心
从整体解决方案迈
Zhang Jinghui
Avaya China
Consulting System Engineer
Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.

2. 四年前，我们开始整体解决方案的努力…
经过大浪淘沙的市场竞争，留下的是为数不多的主流厂商
整体解决方案带来更完整、更稳定、更有发展的产品组合
整体解决方案带来更高的性价比，客户终于不再被“绑架”
整体解决方案由一个厂家对系统平台负责，客户变轻松了
AVAYA有足够的原厂和合作伙伴的技术能力实施整体解决方
案
AVAYA整体解决方案全面关注客户的业务支持和运营管理
AVAYA整体解决方案是开放性、先进性、可持续发展的代
表，获得了市场的充分肯定
Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.

3. 如今，我们的整体解决方案获得市场肯定
Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.

4. 技术在改变，不以我们的意志为转移
SIP把联络中心带入了互联网时代
把联络中心带入了互联
中心
Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.

5. 世界在改变，互联网正在改变我们的传统…
Economy & Growth
经济与
经济与发展
Social
Networking 社会网络
Generational 新一代
Mobile Environmental 环保
Living 移动生活
Virtual Worlds and Communities
虚拟世界和社区
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6. Avaya Aura Contact Centre Suite
Avaya全景中心，真正改变你的客户体验
Self Service Management &
自助服务 Administration
管理
Avaya Flare™
Workforce
Optimization User Experience
人力资源优化 用户体验
Avaya
Aura CC
End Customer Customer Service
最终客户 客户服务
Expert
Assist Expert
专家援助 Assist Expert
专家援助 Assist
专家援助
Business Applications
业应用
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7. AVAYA全景中心是Aura下面的SIP联络中心应用
Aura-企业级IMS，实现媒体世界的“物物相联”
应用层
客户交互应用
通信应用
连接层
Data
Center
Session
Manager
Presence
Avaya Aura ™
System Manager
3rd Party
rd Communication
接入层 CS 1000 Avaya one-X®
PBX / ACD Manager
AVAYA全景中心是真正的SIP架构
基于E-IMS三层通信架构才是SIP的舞台
Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.

8. SIP时代的Avaya联络中心整体解决方案
Immerse the Agent into the Experience
Agent Environment
Avaya Aura Agent Desktop
Agent Environment
Performance Management
Performance Management Manage, Learn, &Apply
Avaya NGCC Avaya Aura
Reporting
Reporting
Performance Center Analytics
Analytics WFO
WFO
WFO
Assisted Experience Management
Avaya Aura Contact Center
SMS MMS
XML
Voice Video SMS MMS Chat Email XML
Bring Full Context to Every
Session
Orchestrate the Experience
Automated
Avaya NGCC
Experience
Experience Portal
Management
IVR Web Chat Email
or CS1000 Connect & Open the Enterprise
AVAYA下一代的联络中心就是关注体验管理
The Next Generation Is About Experience Management
8
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9. 全景中心的创新：SIP实现WEB和语音的连接
“客户移动连接”的场景
1
Eric刚刚购买了一个无线路由器，但是在连接 internet的时
候遇到了问题
2
他的妻子建议他使用新的iPhone应用通过互联网获得排除
问题的简易指导
3 Eric尝试根据网上的提示解决问题，但他还是需要更多帮
助。 iPhone上的应用允许他通过WEB向一个呼叫中心发
出访问，他选择了一个自助回呼的帮助。
4 一个在家值守的呼叫中心坐席收到了Eric的请求，同时也
获得了他在iPhone手机上留下的所有信息（包括位置信
息）。这位呼叫中心坐席打电话给Eric去帮助他解决问题
Proprietary and Confidential ©2009. All rights reserved.
© 2010 Avaya Inc. All rights reserved.

10. 全景中心的创新，实现3G视频应用
Customer Connect Mobile 2.5. Builds on 2.0 with an
embedded SIP endpoint in the application. Allows
SIP calls over 4G/3G/EDGE and visual data
exchange with seamless dialog handoff between Communication
Communication
content server and agent Manager
Manager
Callback GSM/3G
GSM/3G SIP
Callback
Voice
Voice Avaya Voice Portal
SIP (MPP) SIP
Inbound Aura Session
Aura Session
GSM/3G Manager
Manager
GSM/3G
Bi-directional
calls to provide
Data
Data Firewall
dynamic SS
experience SIP or
Application Server: H.323
In 2.5, DD scripts include Multi-modal DD scripts
multi-modal voice and Users can start with SS using (Customer Connect
data component. SIP app or voice call over SIP and Mobile + Callback)
component allows extend with dialog of visual
integration with Aura content. They will still have an
Named and Sequenced option for a callback. Avaya one-X Agent
Applications. (SIP or H.323)
Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.

11. 全景中心的创新-WEB Flash视频
Customer clicks on Live Connect to Agent Link.
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12. Customer Identification
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13. Quick Multimedia Check
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14. Microphone and Camera
Check
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15. Please say the
following phrase:
“TWO SIX NINE THREE” Optional
(2 6 9 3) Speaker Verification
Via Avaya VoicePortal
IVVR Platform
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16. Customer
receives Flash/SIP
video wait treatment.
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17. Customer and
agent converse.
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18. Text Chat
Agent
Customer
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19. Application Sharing
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20. 全景中心的创新-媒体社区服务
社区情景和内部信息联动帮助实现个性化的客户服务
Inbound Contact Enterprise Contact Center
Social
Media
Social
Media
Automated Contact Managed
Gateway
Processing Routing Agents &
Experts
Social Context Internal Context
Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.

21. Avaya Social Media Manager
查找需要的内容
I supported CJ’s Charity Walk Week
http://www.charity.org #CJ 根据查询内容可以找到成千上万条
内容
CJet airlines swings to $161M loss in third quarter –
bizjournals.comhttp://bit.ly/2OUCRV
30% 无关
CJet voters, don't let a golden opportunity pass us 70% 和企业有关
by CJet County Independent Dear reader,
are you one who.. http://bit.ly/3qWX2
If CJet could just play nice & bump me to a later
flight this would just uncomplicate things.
在有关的70％中，有2％需要给座席
No joy on 2 CJet flights. Back through security
处理
again to mothership
30,000 无关记录被忽略
总共100,000条
在余下的70,000条中有1,400条
记录应该被处理
Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.

22. Avaya媒体社区管理举例
CJet航空公司的客户有抱怨情绪
CJet Customer
Posts Problem on
Facebook Wall
Users who “like”
CJet page can post
to wall
Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.

23. Avaya媒体社区管理
坐席获得了来自网上媒体社区的信息
Standard Agent Skills Based
Desktop and Tools Routing Values
(Premium – English)
Incoming
Facebook Post
Work Item
User Social Context
Details and Location
Customer
History
Text Analysis
Summary
Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.

24. Avaya媒体社区管理
获得更多的来自社区的信息
位置服务被广泛应
位置服务被广泛应用
Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.

25. Avaya媒体社区管理
Agent在媒体社区给客户回复
Customer Post
Agent Response,
stored for tracking
Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.

26. Avaya媒体社区管理
CJet航空公司的客户有抱怨
Customer Post
Agent Response
from CJet account
Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.

27. Social Media Gateway
社交媒体网关
Standard
Media
体媒准标 Enterprise Contact Center
Inbound Contact 企业联络中心
来话联络
Social
Media
体媒交社 Avaya
Social Managed
Media Contact Agents &
Gateway Routing Experts
Avaya社交 联络路由 可管理式客服
媒体网关 代表和专家
Web
Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.

28. 基于会议方式的媒体推送与互动
Media: Anchor vs. Push
Traditional Routing Customer Service
Model Collaboration Session
Customer
Customer
Data Multi-Channel Service
Self-Service
Customer Resources
Routed to Agent CTI Brought to the
Customer Customer
Data Recording Self-Service
Customer
? Context
Customer
Routed to Agent CTI
Media
Customer
Data Anchoring
Agent Expert
Assist Assist
Recording
Proprietary and Confidential © 2010 Avaya Inc. All rights reserved. 28

29. 基于会议方式的媒体推送与互动
一致的上下文的协助会话
End Customer
贯穿联系交互的实时
贯穿联系交互的实时 Customer Specific Data
Reporting Insights
和交互的SIP会话
和交互的SIP会话
Self-Service
客户交互会话保持在
客户交互会话保持在
一个固定的点
一个固定的点
?
会话上下文
在实时的客户交互
在实时的客户交互
中相关的上下文传
中相关的上下文传
递给数据
递给数据 Expert Assist 一致的会话 基于上下文的来自企
基于上下文的来自企
业外部查询的数据的
业外部查询的数据的
智能客户工作流
智能客户工作流
分析和联系记录提供特殊
分析和联系记录提供特殊 Agent Assist Host Data Exchange
的客户数据到SIP字符串
的客户数据到SIP字符串
和激活的呼叫录音
和激活的呼叫录音
Recording
Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.

30. 从联络路由到任务分配
Contact Routing to Work Assignment
ANI
ACD DNIS
Competitors
Skills Other Skills ANI Incremental Steps Not
Routing Language DNIS Enough Anymore
Match to CC KPI ANI
Business
Other Skills DNIS
Advocate
Language
Expert Presence Match to CC KPI ANI Unique Model Sets
Avaya
Work Customer Intent Other Skills DNIS Avaya as Innovator in
Assignment the Space
Customer History Language
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31. 真正的体验管理-客户关怀融入企业流程
Integrating Customer Care into Enterprise Processes
Interaction Is Intelligent, Adaptable
& Personalized
用户
高效交互 协作配合
Productive Collaborative
Interaction Engagement
统一服务生成
Unified Service Creation
Avaya Dialog Designer
Avaya Aura Contact Center Web Services
Avaya ACE
通信 智能自动化 应用
Infrastructure Protected, Leveraged Intelligent Agility, Enhanced Customer
into New Value Automation Service
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32. 协调管理拨入和拨出的自动客户互动
Orchestrating Outbound and Inbound
Automated Customer Interactions
Applications 用应 SIP
E Mail Event Notification
Customer
户客 知通件事 Proactive
Customer Outreach
Customer Text Payment Reminder
户客 户客 醒提款付 拨外动主
Customer
Voice Product Promotion
户客 Automated
Customer Outbound 销促品产
Experience
户客
Customer 拨出 Subscription Renewals
订续户用 Management
户客 自动体验管理
Customer
户客 E Mail
Product Support
持支品产 Live Agent
Customer
户客 SIP (as needed)
Customer Text
户客 Corporate Directory 真人客服代表
Customer 录目司公 Voice Portal （根据需要）
户客 Voice 户门音语
Customer
户客 Inbound Ordering and Payments
款付与购订
拨入
Automation of multi-channel inbound & outbound interactions delivered through a common platform to
reduce inbound call volumes
通过通用平台自动提供多渠道拨入与拨出互动，以减少来话呼叫数量
Proprietary and Confidential © 2010 Avaya Inc. All rights reserved. 32

33. AACC全WEB方式的集中配置管理环境
全 方式的集中配置管理环境
Centralised Management and Configuration
所有的应用管理都通过统一的基于 Real Time Reporting –
WEB的管理环境完成 Customisable Real Time
Displays
Historical Reporting – > 120
Pre-defined Reports, 5
Customer Summary Reports
and then… Report Creation
Wizard to create your own
Pre-Packaged Contact
Flows – Graphical Flow
editor which determines
path of every contact in the
Context Center.
Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.

34. Workforce Optimization (WFO) is…
人力资源优化（WFO）意味着……
The right workforce …with the right skills doing the right things
恰当的员工 …具备恰当的技能 担当恰当的工作
…and doing them really well
…工作表现出色
…to achieve corporate objectives.
…达成公司目标。
Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.

35. Avaya AuraTM WFO Drives Customer Experience Management
Avaya AuraTM WFO 加强客户体验管理
Who are they?
他们是谁？
Why are they calling?
们为何来
他们为何来电？
何来电
Why do they leave?
+
们为何
他们为何离开？
Do they like the new product?
他们喜欢新产品吗？
How are our competitors targeting them?
我们的竞争对手是如何争夺这些目标客户的？ 夺这些目
手是如何争夺这些目标
What do they like and dislike about our processes?
对于我们的流程，他们有哪些满意和不满意的地方？
于我们的流程， 意和不满意的地方？
Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.

36. Avaya Workforce Optimization
Avaya人力资源优化
Improve Operations in the Contact Center and Back office
优化联络中心和后台办公室运营
Speech
Analytics
E-Learning 语音分析
电子教育 Scorecards
计分卡
Avaya Forecasting
Coaching And
Workforce
在职培训 Scheduling
Optimization
预测和计划
Avaya人力资源优化
人力资
人力
Customer
Feedback Interaction
Mgmt Recording
客户反馈管理 Quality 互动记录
Monitoring
质量监控
© Avaya © 2010 rights reserved. 36
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37. Workforce Optimization is a Journey
人力资源优化的进阶过程
Customer Feedback & Speech
WFM Analytics deliver the Why factor!
includes
eLearning 基于分析模型的WFO
基于分析模型的
and
Strategic Performance 数据
Application Management 语音 分析
企业价值-Enterprise Value
Manage for Contact 客户 分析
Risk and Centers 传统WFO
传统
反馈
Ensure 执行力
Compliance 自学习
管理
排班
服务质量 管理
企业价值
检查监控 Performance Management is key to
录音/存储 回
录音 存储/回
存储
放
getting to the next level
坐席/团队
坐席 团队
责任和义务 客户体验 运营效率
执行力
业务目标的复杂度-Complexity of Objective
业务目标的复杂度
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38. THANK YOU
谢谢
Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.