Avaya One X® Agent X Brochure

User Manual: Avaya one-X Agent Brochure Avaya IP Office s - www.telecomuserguides.com

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Avaya one-X Agent
®

options. Embedded work-anywhere
options help companies implement
home agent programs and avoid realestate expenses while lowering the

Overview

costs of acquiring and maintaining a

Reaching the right balance between excellent customer care and
cost containment has never been easy – but in today’s economy,
that balancing act is more of a challenge than ever. So, what’s the
right approach? Avaya can help, with a new easy-to-use but featurerich agent desktop that enables agents to deliver the very best

skilled agent workforce. Avaya one-X
Agent helps companies attract and
retain top talent by removing the
constraints of physical work location.
Innovative advances in contact center
technology for the agent desktop
enable virtual operations to enhance
your contact center’s power, speed,

customer service with each and every interaction, while providing

and efficiency – no matter how far-

cost benefits that will excite your business and finance managers.

flung the agent workforce may be.
Providing the very best in customer

Avaya one-X® Agent is a contact center
agent desktop that gives agents the tools

care just became easier with
Avaya one-X Agent.

they need to provide a superior customer
experience, whether they’re working in a
headquarters location, in a branch office
or home office. The simple, intuitive
user interface is designed to be easy for
agents to learn and use while providing
one touch access to common agent
features as well as more sophisticated
contact center capabilities such as
integrated video and instant messaging.
Advanced contact handling features,
on-demand access to customerspecific information and immediate
access to experts throughout the
enterprise – all are designed to
support your agents in delivering a
superior customer contact experience.

Key Benefits of
Avaya one-X Agent
Integrated video capabilities open the
door for innovative new customer
service applications. For example, video
kiosks in busy retail outlets – such as
mobile phone stores and home
improvement centers – enable
immediate customer assistance with a
remote agent when in-store personnel
are busy with other customers. Video
also enhances learning and
collaboration when used for home and
remote agent training, and for
consulting with supervisors and experts.
With access to video embedded within

And, the opportunities for cost

Avaya one-X Agent, agents can spend

reductions are plentiful. Support for

their time helping customers, not

virtualization allows for a variety of

struggling with technology.

low-cost agent desktop deployment

PRODUCT BRIEF

1

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screen pops can easily be configured to launch
based on commonly used triggers, such as
dialed number identification service (DNIS),
automatic number identification (ANI), and
prompted digits. When used in conjunction
with Avaya Advanced Segmentation, companies can quickly and easily use data from a
customer-specific database to drive their routing decisions and agent screen pops, without
a costly and time-consuming CTI implementation. Better customer service and improved
customer satisfaction are the end result.

Feature Summary
• Call control for a fully integrated agent softphone
that enables functions such as answer/release,
hold/unhold, conference and transfer, and
click to dial or IM from the contact list, contact log, or from Internet Explorer or Firefox.
These features are configurable to meet your
corporate standards or agent preferences.
Avaya one-X Agent provides easy access to
Built-in collaboration capabilities help agents

or branch to a home office, it’s easy to switch

agent automatic-call-distribution (ACD) states,

drive first call resolution and improve

configurations accordingly. Each time agents

call acceptance, follow-up work, and auxiliary

customer satisfaction. When customers have

log in, they simply choose the option that

work modes. It includes access to voicemail

tough questions, agents can easily reach out

suits their location, whether that is Voice over

and the ability to launch external applications.

to another agent, a supervisor, or a subject-

IP or separate lines for voice and data.

matter expert elsewhere in the company. The

Wherever the agent is working – home, office,

agent simply selects the resource from their

virtual office, or disaster recovery site – Avaya

personal or system contact list and clicks to

one-X Agent provides one consistent user

dial or send an Instant Message. With Avaya

interface. That means less training, so agents

one-X Agent, the expert – and high customer

can be more productive with their time. And

satisfaction – is only a mouse click away.

it means reduced overhead for IT, as one
application is deployed across the enterprise.

Real-time status updates of key performance
indicators keep agents informed of queue status,

Screen pop of customer contextual data improves

talk time, and other configurable metrics. Now

productivity and customer satisfaction, elimi-

agents have the information they need to help

nating time-consuming agent lookup of rel-

meet the company’s business goals.

evant information. Now agents know who is
calling, what the customer is calling about, and

Single application, multiple connectivity modes

the pertinent information needed to satisfy the

mean that when agents move from the office

customer’s request. With Avaya one-X Agent,

2

• Integrated tutorials and context-sensitive
Help make it easy to bring new agents on
board – they now have immediate answers
to questions about unfamiliar tasks or
features. And, video tutorials on selected
topics can supplement agent training.
• Pre-recorded agent greetings ensure that
no matter how late in the agent’s workday,
each customer is greeted with the same
fresh, enthusiastic greeting as if it were
the first call of the day.
• Contact lists – whether individual, shared,
or through Microsoft Outlook – give

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agents immediate click-to-dial or IM for

• Dynamic Hot Desking facilitates agent

Upon login, the agent simply selects the

consultations with peers, supervisors, or

mobility. Any agent can sit at any desk

preferred connectivity mode. Regardless of

resident experts, driving first call resolution

and upon login see their own customized

mode selected, the user enjoys the same

and improving customer satisfaction.

instance of one-X Agent.

interface and rich feature set.

• Section 508 compliance means you can

• Supervisor Desktop features are embed-

expand your agent pool to include the

ded, giving one-click access to features

physically handicapped. Keyboard shortcuts

such as service observing and barge-in.

provide access to common agent functions.

A supervisor can coach an agent in real-

Alerts are both visual and audible, and

time via instant messaging, and view

Avaya one-X Agent is easily integrated with

agents’ history logs and presence status.

text to speech applications.

A “quick alert” messaging capability
enables supervisors to send an immediate

• Soft TTY capability enables you to serve
hearing impaired customers with the

notification to a group of agents when the
situation demands.

same queue groups as other calls,
eliminating the need for separate agent
pools and TTY hardware devices.
• Business continuity options are inherent
with the connectivity and virtualization

as part of their business continuity and
survivability operations in case of disaster, or for instances where severe weather
conditions may prevent agents from
coming into the office. With Avaya one-X
Agent, in-office agents simply become
remote agents for the necessary period
of time, and your business continues its
operations without a hiccup.
• Central Management enables you to create
and manage user profiles centrally via a
web client interface. These profiles include

choice of deploying it on an agent’s desktop
PC or on a Windows Server with any one of
a variety of virtualization platforms for the
“thin” client option.

Desktop deployment
When deploying to agent desktops Avaya one-X
Agent’s Microsoft Installer (MSI) enables the

applications to subscribe to events as

IT group to create a customized silent install

well as to execute common one-X Agent

that can be pushed down to the agent desktop

functions, facilitating integration of one-X

so that no agent interaction is required. Agents

Agent into existing environments.

are up and running immediately, with none
of the hassles (and potential headaches) of

Even companies who have no immediate
ning to include remote agent capabilities

With Avaya one-X Agent, companies have a

• Subscribe and Command API allows other

choices embedded in Avaya one-X Agent.
plans to deploy remote agents are begin-

Deployment Options

Connectivity Options
With Avaya one-X Agent, companies have the
flexibility to choose the connectivity mode most
suited to each agent’s environment. Options are:
• My Computer – enables Voice over IP
operation where the PC serves as the
agent’s phone
• Desk Phone – allows Avaya one-X Agent

installing it themselves.
Granular administration management
enables managers to customize agent access
to features on an as-needed basis. Support
for the latest industry standard technology
facilitates the delivery of the right tools to
the right agents, reducing overhead and the
total cost of ownership.

Virtualization options

and an office phone to share control

Running Avaya one-X Agent in a virtualized

of telephony and agent features while

environment enables IT departments to more

remaining in perfect synchronization

easily ensure company security standards

• Another Phone – provides toll quality voice

user customized data (such as feature

even for home agents. Signaling between

access), contact logs, and recorded agent

the application and the call server is IP

greetings. No matter where agents log in

while the voice media is delivered to

from, their own configurations follow them.

a home, office, or mobile phone (also
referred to as telecommuter mode)

are met, as all applications are run from
centralized servers rather than from an agent
PC. And, significant costs savings can be
realized, as companies can put low-cost
terminals on agent desktops rather than fullfeatured PCs. The bottom line? Companies can
raise security levels while reducing costs.

3

–Microsoft Windows XP Professional
(32 or 64 bit)
–Microsoft Windows Vista (32 or 64 bit)
–Microsoft Windows Server 2003, 2008
–Microsoft Windows 7
• Server for Central Management:
–2.33 GHz quad-core processor
–16M RAM
–40GB hard disk
–Red Hat Linux 5.2 OS
• Video camera and Avaya Video Telephony
Server (AVTS) license required for video

Avaya PBX release:
• Avaya Communication Manager (CM) 2.x
or higher for general operation
• Avaya CM 3.0 or later if control is shared
control with an existing physical phone
(Desk Phone option)

Specifications

• Avaya CM 4.0 or higher if video is used

following virtualization platforms for a thin

PC Configuration

Call Center software release:

agent desktop:

• 1GHz Pentium processor minimum,

• Call Center 2.x or later

In addition to running on MS Windows 2003
Server, Avaya one-X Agent supports the

• MS Windows 2008 Server
• Citrix XenApp™ (formerly Citrix
Presentation Server 4.5) with option for
application streaming environment
• Sun Ray™
• VMWare ESX/VDI with Virtual Desktop
®

2GHz recommended
• Up to 500MB of available hard disk space;
Vista may require more
• 1GB RAM minimum, 2GB or higher optimal
if other applications run in parallel
• Full-duplex sound card, headset for

Other requirements:
• Advanced Segmentation screen pop requires
Communication Manager 3.0 or later
• Avaya Switcher II adapter is required for
agent greetings in Another Phone and
Desk Phone connection modes

VoIP operation
• Operating systems supported for agent
desktop PC operation:

Contact your Avaya Account Manager
or Avaya Authorized Partner for more
information today. Or visit us at avaya.com.

About Avaya
Avaya is a global leader in enterprise communications systems. The company
provides unified communications, contact centers, and related services directly
and through its channel partners to leading businesses and organizations
around the world. Enterprises of all sizes depend on Avaya for state-of-the-art
communications that improve efficiency, collaboration, customer service and
competitiveness. For more information please visit www.avaya.com.

© 2009-2010 Avaya Inc. All Rights Reserved.
Avaya and the Avaya Logo are trademarks of Avaya Inc. and are registered in the United States and other countries.
All trademarks identified by ®, TM or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc.
All other trademarks are the property of their respective owners. Avaya may also have trademark rights in other terms used herein.
01/10 • MIS4277-02

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Format                          : application/pdf
Title                           : Avaya one-X® Agent
Subject                         : Avaya one-X Agent, agent desktop, one-X Agent
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Trapped                         : False
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Creator                         : Adobe InDesign CS4 (6.0.4)

EXIF Metadata provided by EXIF.tools