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 is a contact center

agent desktop that gives agents the tools

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 customer-

specific information and immediate

access to experts throughout the

enterprise – all are designed to

support your agents in delivering a

superior customer contact experience.

And, the opportunities for cost

reductions are plentiful. Support for

virtualization allows for a variety of

low-cost agent desktop deployment

options. Embedded work-anywhere

options help companies implement

home agent programs and avoid real-

estate expenses while lowering the

costs of acquiring and maintaining a

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,

and efficiency – no matter how far-

flung the agent workforce may be.

Providing the very best in customer

care just became easier with

Avaya one-X Agent.

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

Avaya one-X Agent, agents can spend

their time helping customers, not

struggling with technology.

Avaya one-X® Agent

Overview

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 feature-

rich agent desktop that enables agents to deliver the very best

customer service with each and every interaction, while providing

cost benefits that will excite your business and finance managers.

PRODUCT BRIEF

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Built-in collaboration capabilities help agents

drive first call resolution and improve

customer satisfaction. When customers have

tough questions, agents can easily reach out

to another agent, a supervisor, or a subject-

matter expert elsewhere in the company. The

agent simply selects the resource from their

personal or system contact list and clicks to

dial or send an Instant Message. With Avaya

one-X Agent, the expert – and high customer

satisfaction – is only a mouse click away.

Real-time status updates of key performance

indicators keep agents informed of queue status,

talk time, and other configurable metrics. Now

agents have the information they need to help

meet the company’s business goals.

Single application, multiple connectivity modes

mean that when agents move from the office

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

configurations accordingly. Each time agents

log in, they simply choose the option that

suits their location, whether that is Voice over

IP or separate lines for voice and data.

Wherever the agent is working – home, office,

virtual office, or disaster recovery site – Avaya

one-X Agent provides one consistent user

interface. That means less training, so agents

can be more productive with their time. And

it means reduced overhead for IT, as one

application is deployed across the enterprise.

Screen pop of customer contextual data improves

productivity and customer satisfaction, elimi-

nating time-consuming agent lookup of rel-

evant information. Now agents know who is

calling, what the customer is calling about, and

the pertinent information needed to satisfy the

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

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, compa-

nies can quickly and easily use data from a

customer-specific database to drive their rout-

ing decisions and agent screen pops, without

a costly and time-consuming CTI implementa-

tion. 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, con-

tact 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

agent automatic-call-distribution (ACD) states,

call acceptance, follow-up work, and auxiliary

work modes. It includes access to voicemail

and the ability to launch external applications.

• 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

consultations with peers, supervisors, or

resident experts, driving first call resolution

and improving customer satisfaction.

• Section 508 compliance means you can

expand your agent pool to include the

physically handicapped. Keyboard shortcuts

provide access to common agent functions.

Alerts are both visual and audible, and

Avaya one-X Agent is easily integrated with

text to speech applications.

• Soft TTY capability enables you to serve

hearing impaired customers with the

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

choices embedded in Avaya one-X Agent.

Even companies who have no immediate

plans to deploy remote agents are begin-

ning to include remote agent capabilities

as part of their business continuity and

survivability operations in case of disas-

ter, 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

user customized data (such as feature

access), contact logs, and recorded agent

greetings. No matter where agents log in

from, their own configurations follow them.

• Dynamic Hot Desking facilitates agent

mobility. Any agent can sit at any desk

and upon login see their own customized

instance of one-X Agent.

• Supervisor Desktop features are embed-

ded, giving one-click access to features

such as service observing and barge-in.

A supervisor can coach an agent in real-

time via instant messaging, and view

agents’ history logs and presence status.

A “quick alert” messaging capability

enables supervisors to send an immediate

notification to a group of agents when the

situation demands.

• Subscribe and Command API allows other

applications to subscribe to events as

well as to execute common one-X Agent

functions, facilitating integration of one-X

Agent into existing environments.

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

and an office phone to share control

of telephony and agent features while

remaining in perfect synchronization

• Another Phone – provides toll quality voice

even for home agents. Signaling between

the application and the call server is IP

while the voice media is delivered to

a home, office, or mobile phone (also

referred to as telecommuter mode)

Upon login, the agent simply selects the

preferred connectivity mode. Regardless of

mode selected, the user enjoys the same

interface and rich feature set.

Deployment Options

With Avaya one-X Agent, companies have a

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

IT group to create a customized silent install

that can be pushed down to the agent desktop

so that no agent interaction is required. Agents

are up and running immediately, with none

of the hassles (and potential headaches) of

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

Running Avaya one-X Agent in a virtualized

environment enables IT departments to more

easily ensure company security standards

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 full-

featured PCs. The bottom line? Companies can

raise security levels while reducing costs.

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In addition to running on MS Windows 2003

Server, Avaya one-X Agent supports the

following virtualization platforms for a thin

agent desktop:

• 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

Specifications

PC Configuration

• 1GHz Pentium processor minimum,

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

VoIP operation

• Operating systems supported for agent

desktop PC operation:

– 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)

• Avaya CM 4.0 or higher if video is used

Call Center software release:

• Call Center 2.x or later

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

Contact your Avaya Account Manager

or Avaya Authorized Partner for more

information today. Or visit us at 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.

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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.

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