2. In today’s dynamic marketplace customers expect rapid, efficient, and highly
effective interactions when communicating with vendors. Any vendor who
fails to meet the needs and expectations of consumers quickly discovers that
unhappy customers are ready, willing, and able to swiftly take their business
elsewhere.
Helping your business compete, ACCCM enables you to:
• Lower labor costs by reducing administration time per transaction
• Improve accuracy with single (rather than multiple) points of data entry
• Leverage non-technical personnel to perform administrative tasks
• Enhance security through role-based permissions
Avaya Contact Center Interaction Center, Avaya Contact Business Benefits
Control Manager – Center Express, Avaya Intelligent
Effectively combining and
Making the Best Better Customer Routing, Avaya Proactive
integrating management and
Contact, Avaya Call Management
Designed to consolidate customer administration of a wide range of
System (CMS), Avaya Voice Portal,
facing activities across all channels, Contact Center applications, Avaya
Avaya Interactive Response, Avaya
Avaya’s robust contact center Contact Center Control Manager
Workforce Optimization and even
solutions help your business address complements the full suite of Avaya
third-party adjunct contact center
the challenge of providing Contact Center solutions. Focused
applications.
outstanding customer experiences on functional hierarchy and call
consistently. Enabling you to center business logic (instead of
Complementing Avaya Aura®
maximize the value of your technology components and IP
Communication Manager with a
investment in our contact center telephony), ACCCM makes it easy to
range of functionality and
applications, Avaya Contact Center perform a one-time definition of
operationally oriented administration
Control Manager delivers centralized entities and data that enable
tiers, ACCCM streamlines
administration and management of centralized management and
management of all Avaya Contact
our Avaya Aura® Contact Center application of the contact center
Center operations, enabling
Suite including (but not limited to) functionality of these entities across
organizations to respond in real-time
Avaya Aura® Call Center Elite (with Avaya’s Contact Center offerings.
to even the most demanding
Business Advocate), Avaya
customer needs.
Communication Manager, Avaya
2 | avaya.com
3. Circumventing the need to complete Microsoft® Active
administer contact center software Directory integration with single
on a system-by-system basis, the sign-on functionality and G13
following systems and capabilities language localization. Because
can be set up and managed through ACCCM can be implemented and
ACCCM’s intuitive and unified operated easily, by non-technical
browser-based interface: Avaya® personnel, control can be returned to
Aura Communication Manager, contact center leaders and line of
Computer Telephony Integration business managers who use and rely
(CTI), Integrated Voice Response on the system every day.
(IVR), call recording systems, Vector Key Features & Benefits
Directory Numbers, Policy Routing Avaya Contact Center Control • Centralized management
Tables, Vectors, Skills, Service Hours Manager seamlessly integrates with and administration of all
contact center applications
Tables, Vector Routing Tables, and supports operational
• User-friendly, Web-based,
Holiday Tables, Agents, extensions, administration of Avaya’s entire highly personalized thin
call flows, IVR working hours, Contact Center Suite, including: client application interface
dynamic prompts and menu content. • Full tenant partitioning with
role-based access controls
°° Avaya Aura® Communication
Avaya Contact Center Control • Single deployment of
Manager – provides centralized ACCCM supports multiple
Manager features a broad array of Avaya Communication
administration and a single point of
Manager systems
centralized security features management for Avaya Aura® Call
including the ability to apply role- • Non-technical staff can
Center Elite software and Avaya perform administrative tasks
based permissions for every object easily, based on ACCCM’s
Business Advocate call center
enhanced role-based
administered. The location-based permission engine
components and entities
architecture allows every
• Seamless transition for
administered object to be assigned °° Avaya Call Management System customers with a mixed
(CMS) – a database, administration, environment of Avaya Aura®
to a "location" (virtual). Contact Centers
Administrative partitioning can be and reporting application, CMS
• Negligible hardware
achieved by controlling access to helps businesses identify requirements, a green
operational issues, enabling them solution enabling
specific locations. Along with
virtualization and cloud
system transparency, customer to take action immediately networking and processing
privacy and security are maintained • Scalable, accommodating
organizations of all sizes
and, in addition, Avaya Contact
Center Control Manager supports • Intuitive visual call flow
design and vector
management
• Full Microsoft® Active
Directory integration with
single sign-on functionality
avaya.com
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4. °° Avaya IQ – foundational to the °° Avaya Aura® Contact Center –
evolving Avaya Performance delivering seamless, context-
Center solution, Avaya IQ is a sensitive customer care, supports
contact center reporting and non-voice multimedia when
analytics platform that consolidates connected to an Avaya
real-time data from Avaya Communication Manager using
customer service solutions and Avaya Aura® Call Center Elite
enterprise business resources software for voice
°° Avaya Proactive Contact – enables °° Avaya Voice Portal – Web-based
previewing, initiation, and tracking voice application design and
of outbound contact center management that controls IVR
communications system functionality without a
single line of code
°° Avaya Proactive Outreach
Avaya Contact Center Control Manager – offers automated °° Avaya Aura® Customer
Manager seamlessly integrates outbound campaign management, Experience Portal – a next
with and supports operational
administration of Avaya’s giving organizations the power to generation self service platform
entire Contact Center Suite, create and deliver automated
including:
°° Avaya one-X® Agent – desktop
voice, email, or SMS messages that
• Avaya Aura® software application built to meet
enable users to immediately
Communication Manager the specific needs of contact
choose a self service option or to
• Avaya Call Management center agents
Systems interact with a live agent
• Avaya IQ °° Avaya Aura® Workforce
°° Avaya Interaction Center –
Optimization – analytics-driven
• Avaya Proactive Contact provides enterprise-class control of
offering that enables organizations
• Avaya Proactive Outreach contact-center communications
Manager to capture, analyze, and act on
across multiple channels: voice,
information that can improve
• Avaya Interaction Center video, email, Web chat, and IP
workforce performance, customer
• Avaya Contact Center telephony
Express interactions and customer service
• Avaya Aura® Contact Center °° Avaya Contact Center Express – processes
processes all multi-media channels,
• Avaya Voice Portal
routing requests to an agent who
• Avaya Aura® Customer
can reply using the same mode of
Experience Portal
communication
• Avaya one-X® Agent
• Avaya Aura® Workforce
Optimization
4 || avaya.com
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5. Leading Edge Solution
and Features
The Avaya Contact Center Control
Manager solution is designed to
optimize your Contact Center
performance and business
processes, reduce risk, and enable
competitive advantages while
enhancing customer service and
relationships across your
organization. Providing seamless
interoperability with the Avaya
Aura® Contact Center Suite of
solutions, ACCCM can increase agent
productivity, optimize contact center
Communication Manager, there is a Virtual Group Management –
operations and increase the value of
tool available (as part of ACCCM) enables management of virtual
your existing investment.
that enables design of Contact groups in parallel with a physical
Center scripts from ACCCM and that organizational chart wherein virtual
Avaya Visual Call Flow Designer –
can migrate Avaya Communication groups have been provisioned as
robust and easy to use, this tool
Manager resident vectors into agent groups in CMS. The ability to
enables users to manage vectors
Contact Center resident service manage virtual groups in this way is
within an Avaya Communication
creation environment flows. useful in Flatten - Consolidate -
Manager running Avaya Aura® Call
Extend (FCE) environments and,
Center Elite software with Expert
Organizational Structure based with ACCCM, an unlimited number of
Agent Selection. Through ACCCM’s
Administration – provides the ability virtual groups can be managed and a
Web based tool, call flows can be
to manage an organizational single agent can be assigned to
revised using the drag and drop
structure in the contact center with multiple virtual groups.
capabilities of the Avaya Visual Call
sites, segment, teams, supervisors,
Flow Designer. For customers using
agents, including assignment of user
Avaya Aura® Contact Center as a
permissions based on organizational
multimedia adjunct to Avaya Aura®
hierarchy.
Call Center Elite software, and who
wish to move to fully Contact Center
driven multimedia with their Avaya
avaya.com | 5
6. Personalization – allows users to
personalize their administrative
environment and to create shortcuts
for quick, easy navigation.
Integratable with the audit log
feature, this tool lets individuals who
work within teams review changes
made by individual team members.
Role Based Access Control – infrastructure such as configuring
enables control based on role in skills, routing points, holiday tables,
accordance with organizational etc.
guidelines. Through ACCCM, an
unlimited number of roles with Enhanced Audit and Roll-back –
different permissions can be defined provides rollback capabilities and
so granularly that users can be stores the entire change history
assigned to specific roles within each indefinitely, if desired, with audit
application to which they are capabilities that enable users to
assigned. review changes done directly on the
Avaya Aura® Communication
Deployment Wizard – a Web based Manager.
tool that allows a non-technical user
to deploy contact center
environments without the need to
setup required contact center
6 | avaya.com
7. Product Specifications
Feature Avaya Contact Center Control Competitive Solutions Available
Manager for Avaya Contact
Centers
Support for Avaya contact center Not Applicable
environments Yes
Management of both None because competitors require
Communications as a Service (CaaS) different tools to manage service
and customer-created (in-house) Yes provider and customer-created
deployments within a single platform deployments
Usage tracking and billing None based on our current review of
capabilities for contact center Yes industry offerings
environments
Visual Call Flow Designer for contact Yes
centers Yes
Unified Communication Partial support because ACCCM is
Administration and Provisioning predominately focused on UC
Yes capabilities that complement Contact
Center so we can’t guarantee full UC
compliance
Unified Communication “end user” Partial support because ACCCM is
self-care administration predominately focused on UC
Yes capabilities that complement Contact
Center so we can’t guarantee full UC
compliance
Contact Center Administration and Partial support because some
Provisioning administration and provisioning of
Yes solution components is required (such
as trunks in Avaya Communication
Manager)
Contact Center User Self-Care None based on our current review of
Administration Yes industry offerings
Branding support for customized Varies
solution creation Yes
3rd party Integration Capabilities Yes Typically not “out-of-the-box”
(other than customer-specific
engagements)
Self-service (IVR) Support None based on our current review of
Yes industry offerings
avaya.com | 7
