Avaya Aura Call Center Elite

Avaya Aura Call Center Elite implementation process:

Assessment and Planning

1. Needs Analysis: Understanding the specific requirements of the call center, including the number of agents, expected call volume, and desired features.

2. Solution Design: Designing a tailored solution that meets the identified needs, including hardware and software specifications.

Installation and Configurations

1. Hardware Setup: Installing and configuring the necessary hardware, such as servers and networking equipment.

2. Software Installation: Installing the Avaya Aura Call Center Elite software on the designated servers.

3. Configuration: Configuring the software to align with the call center's operational requirements, including setting up call routing, agent profiles, and reporting tools.

Integration

1. System Integration: Integrating the Avaya Aura Call Center Elite with existing systems, such as CRM software, databases, and other communication tools.

2. Testing: Conducting thorough testing to ensure all components are working correctly and efficiently.

Training

1. Staff Training: Providing training sessions for call center agents, supervisors, and IT staff to ensure they are proficient in using the new system.

2. Go-Live and Support

3. Go-Live: Transitioning from the old system to the new Avaya Aura Call Center Elite system, often done in phases to minimize disruption.

4. Post-Implementation Support: Offering ongoing support and maintenance to address any issues that arise and to ensure the system continues to operate smoothly.

Avaya Aura Call Center Elite customization process:

1. Multichannel Handling: The software supports various communication channels, including voice, email, web chat, SMS, instant messaging, fax, and outbound calling. This allows businesses to tailor their customer interaction methods to their specific requirements.

2. Skills-Based Routing: Avaya Aura Call Center Elite includes features like Avaya Expert Agent Selection and Business Advocate, which use patented algorithms to match customers with the most suitable agents based on their skills and the customer's needs.

3. Integration with CRM Systems: The platform can integrate with CRM systems such as Microsoft Dynamics and Salesforce, allowing for seamless data sharing and enhanced customer service capabilities.

4. Customizable Agent Interface: The Avaya one-X agent interface can be customized to display real-time and historical data about customers, supporting video and voice calls, and enabling agents to connect with internal experts via online presence tools and instant messaging.

5. Advanced Reporting and Analytics: The system offers customizable reporting tools, including real-time and historical reporting, which can be tailored to meet the specific analytical needs of a business.

6. Flexible Deployment Options: Avaya Aura Call Center Elite can be deployed on-premises or in the cloud, providing flexibility in how businesses choose to implement and scale their contact center solutions.

7. Provisioning and Administration: Tools like Kurmi Provisioning Suite allow for easy management and customization of user profiles, skills, and schedules, making it simpler to adapt the system to changing business needs.

1. Implementation andConfigurationCourses:

   • Avaya AuraCall Center EliteImplementationand Configuration: This coursecovers the setup, management, andoptimizationof the system, including hardwarecomponents, features, capabilities, and configurationaspects.

   • Avaya AuraCall Center EliteImplementationand Maintenance: This coursefocuses on administeringand configuringsystem and userfeatures, callrouting, vectoring solutions, and hands-on labsfor practicalexperience.

2. Certification Programs:

   • Avaya AuraCall Center EliteImplement Certified(ACIS - 7392): Thiscertificationdemonstratesproficiency ininstalling andconfiguring Avaya solutions.

   • Avaya AuraCall Center EliteSupport Certified(ACSS - 7492): Thiscertificationfocuses on advancedtroubleshootingand support skills.

3. Customized andFlexible TrainingOptions:

   • 1-on-1 Training: Personalizedsessions basedon user availability.

   • Customized Training: Tailored learningexperiences focusingon specific topicsof interest.

   • Virtual andClassroom Training: Options forboth virtualinstructor-led andclassroom-based trainingsessions.

4. Support Services:

   • Avaya GlobalSupport Services: Offers 24x7 remotesoftware andhardware support, proactive remotemonitoring, anddiagnostics.

   • Avaya SupportAdvantage Preferred: Provides comprehensivesupport, includingparts and onsitesupport options, upgrade services, and access toself-support tools.

   • Professional Services: Avaya's professionalservices helpwith design, implementation, optimization, and ongoingmanagement ofthe contact center.

1. Channel Encryption:

   • Encryption for Critical Channels: All critical communications between the Call Center Elite Multichannel Agent Desktop and servers are encrypted to ensure data security.

2. Agent Lockout and Login Security:

   • Agent Lockout after Multiple Login Failures: Administrators can set maximum login attempts and specify timeout periods for automatic unlocking. Manual unlocking options are also available.

   • Block Concurrent Agent Logins: Prevents agents from logging in from multiple locations simultaneously, enhancing security.

3. Data Privacy:

   • Privacy Settings: Options to hide information in the UUI and collected digits fields of voice work items for XML events, ensuring sensitive data is protected.

   • VDN Privacy Settings: Apply privacy settings to station events, complementing the auto station monitor feature.

4. Secure Access and Policy Management:

   • Avaya Secure Access Link Policy Server: Implements security policies quickly to reduce network security risks.

5. Compliance and Standards:

   • Support for Modern Security Protocols: The system supports modern security protocols like TLS for secure email communication and other interactions.

6. Proactive Monitoring and Diagnostics:

   • Avaya Diagnostic Server 2.0: Provides monitoring and diagnostics to detect and address potential security issues proactively.

• Release 6.5: Included updates such as support for SQL 2014, .Net 4.5.2, and various new features for agents and chat functionalities.

• Service Packs: Service packs are released to address specific issues or to provide incremental improvements. For instance, Call Center Elite 6.6 Service Pack 3 was made available for new installations or upgrades from previous versions.

Management of Updates

Updates are managed through a structured process that includes:

1. Release Notes: Detailed documentation is provided for each release, outlining new features, enhancements, and resolved issues. This helps administrators understand the changes and plan for the update.

2. Upgrade and Migration Guides: These guides provide step-by-step instructions for upgrading from previous versions, including necessary preparations such as database upgrades and report re-deployments.

3. Support and Documentation: Avaya provides extensive support documentation, including installation guides, configuration guides, and user guides, to assist with the update process.

4. Lifecycle Management: Avaya maintains a product lifecycle summary matrix that indicates the general availability and end-of-support dates for different versions, helping customers plan their upgrade paths.

Data Ownership

Avaya's policy on data ownership is designed to ensure that customers retain ownership of their data. Key points include:

1. Customer Ownership: Customers retain ownership of all data, information, and intellectual property they submit to Avaya systems. This includes any data processed by Avaya Aura Call Center Elite.

2. Data Privacy: Avaya implements robust measures to protect personal data and complies with data protection regulations such as GDPR. Customers are informed about the use of sub-processors and have the right to object to new sub-processors.

Data Portability

Avaya provides several mechanisms to ensure data portability:

1. APIs and Open Interfaces: Avaya Aura Call Center Elite supports various APIs and open interfaces that allow customers to access and manage their data. This includes historical reporting database interfaces, email open interfaces, and other web services that facilitate data extraction and integration with other systems.

2. Data Export: Customers can request data exports through Avaya's support services. This includes the ability to export personal data, call recordings, and other relevant information as needed.

3. Compliance with Data Subject Requests: Avaya assists customers in responding to data subject requests, such as data access, rectification, and portability requests, in compliance with applicable data protection laws.

Scaling Up

1. Add-On Licenses: Organizations can add more licenses or devices to their existing subscription agreements as their needs grow. This allows for seamless scaling up without significant disruptions.

2. Pay-As-You-Use Model: Avaya offers a pay-as-you-use financial model, which helps organizations manage their budgets effectively while scaling up. This model allows for adding digital capabilities and scaling up quickly to meet customer demands.

3. Subscription Flexibility: The Avaya OneCloud Subscription model supports additions and uplifts, enabling organizations to scale up their contact center capabilities as needed.

Scaling Down

1. Contract Renewal: At the end of the subscription term, organizations can renew their agreements with the latest available devices and adjust the number of licenses based on their current needs.

Management of Scaling

1. Avaya Control Manager: The Avaya Control Manager (ACM) provides a centralized platform for managing and configuring the contact center environment. This includes adding or removing agents, skills, and other resources as needed.

2. Virtual and On-Premises Deployment: Avaya Aura Call Center Elite can be deployed on virtual servers or on-premises, providing flexibility in scaling the infrastructure to match organizational requirements.

Contract Renewal

1. Automatic Renewal: The subscription agreement for Avaya Aura Call Center Elite automatically renews at the end of the initial term unless the customer provides written notice of intent not to renew at least 30 days prior to the renewal date.

2. Renewal Options: Customers have several options prior to the expiration of the current subscription term:

   • Renew the Agreement: Customers can renew the agreement for another term with existing devices.

   • Establish a New Agreement: Customers can establish a new agreement with new replacement devices if the current devices are no longer supported.

   • Terminate the Agreement: Customers can choose to terminate the agreement at the end of the term. In this case, devices must be returned to Avaya or disposed of in an environmentally sustainable way, as per Avaya’s instructions.

3. Device Return: If a customer chooses not to renew, endpoint devices must be returned to Avaya. Avaya will contact the contract holder within 5 business days of termination to coordinate the return. Packing materials and return freight are provided at no expense to the customer. If devices are not returned within 30 days, the customer will be billed for the replacement price of the non-returned devices.

Contract Cancellation

1. Early Termination Fees: If the contract is terminated before the committed term, early termination fees will apply. These fees are calculated based on the remaining term and the agreed-upon rates.

2. Return of Devices: Endpoint devices of canceled agreements need to be returned to Avaya. Alternatively, Avaya may request the devices to be recycled in an environmentally sustainable way, with proof of recycling provided to Avaya.

3. Coordination of Returns: Avaya Reverse Logistics will contact the contract holder within 5 business days of cancellation to coordinate the return of endpoints. If devices are not returned within 30 days, the customer will need to provide a new purchase order number to facilitate the billing of the non-returned devices at the applicable market value.

1. GDPR Compliance: Avaya implements measures to protect personal data and complies with the General Data Protection Regulation (GDPR). This includes providing customers with the ability to object to new sub-processors and ensuring data transfers outside the EEA comply with GDPR requirements.

2. HIPAA and PCI Compliance: While the standard Avaya Device as a Service (DaaS) is not designed to be compliant with HIPAA or PCI, Avaya Cloud Private hosted in a customer data center may offer compliance with these standards. Customers should contact Avaya for specific compliance details.

3. Data Protection Measures: Avaya aims to collect only the information necessary to conduct business and implements robust measures to protect individuals' personal data. This includes encryption, secure access controls, and compliance with data protection laws.

4. Security Breach Notification: Avaya has protocols in place to notify customers immediately of any actual or alleged incidents of unauthorized or accidental disclosure of personal data.

5. Data Subject Requests: Avaya assists customers in responding to data subject requests, such as access, rectification, and data portability, in compliance with applicable data protection laws.