See more… manage smarter The smarter way to manage customer contact Migrating from Avaya with VIM Exony VIM allows enterprises to migrate safely and efficiently from legacy Avaya ACDs to a more modern consolidated Cisco UCCE environment. With VIM, organizations can preserve critical business processes while reducing risk and accelerating adoption. Migrating from Avaya contact centers to Cisco UCCE? Then you need migration to be both low technical and business risk, leading to a world with a more engaged and empowered enterprise. With VIM from Exony, enterprises can dramatically reduce the risks associated with contact center infrastructure migration projects and access the full value of their investment, in a new consolidated customer contact environment. Business acceptance Using VIM, enterprises are able to ensure acceptance by preserving business autonomy. Benefits at a glance •Move away from legacy equipment to a modern consolidated Cisco UCCE system. •Transition from multiple Avaya ACDs, even differing versions, while providing a continuous view of the migration for a non-stop enterprise view of Contact Centre Data from start to finish of the project. • Ensure business acceptance by preserving critical business processes and legacy capabilities. •Reduce migration risk with a phased migration, one ACD at a time to reduce big-bang issues. •Deliver enhanced capabilities like management of UCCE resources via the same interface as reporting. By using the VIM private cloud approach, business units can be provided with a slice of the consolidated system, either mirroring their existing multiple ACD approach or in line with latest business needs. •Migrate any pockets of legacy Cisco ICM/UCCE at the same time. Throughout the migration, VIM supports processes such as agent performance that require the ability to view/blend historical legacy data with post migration data and builds on existing capabilities found in legacy tools such as CMS/IQ. VIM provides a fully integrated Measure and Management capability for UCCE with roles based access including support for hierarchical organization, divisions/dept/line of business etc. Reducing migration risk Using VIM, enterprises are able to phase migration one ACD at a time to reduce big-bang issues. They can pre-train users with VIM on Avaya data before migration. VIM allows organizations to deal far more easily with transition issues such as repointing IVR Contact Exony: +44 1635 271 555 [email protected] www.exony.com @exony_vim © Exony Limited 2014 applications or Dialed Numbers when moving from Avaya to Cisco. Furthermore it enables users to report on both environments thus ensuring that the migration has been implemented and is functioning correctly. VIM also delivers support for the bulk loading of items into UCCE such as Agent, Skillgroups and CallTypes etc to simplify the creation of the UCCE environment. IM Avaya connectivity offers a V continuous view of the migration process allowing a non-stop enterprise view of Contact Centre Data from start to finish of the project. This continuity of data is essential for the business to enable effective planning and Agent remuneration as the project progresses. Delivering new capabilities during migration VIM delivers an increased ability to delegate responsibility to increase local agility including support for outsourced contact centers on Avaya. It provides fully integrated IVR (CVP) reporting and management of UCCE resources via the same interface as reporting. Reporting detail Core fields and calculations are available to create the standard CMS Supervisor Reports. •Avaya naming conventions are used for better business familiarity. •Report column tooltips reference Avaya source data, report header tooltips reference descriptive text. •Multiple combined Avaya/UCCE report models for common metrics. •Reports can be filtered by data source CMS or UCCE. •All data is in a single database. Reporting examples Contact Exony: +44 1635 271 555 [email protected] www.exony.com @exony_vim © Exony Limited 2014 Cisco and Avaya data convergence The Cisco and Avaya data sets do not map completely one-to-one; however, where appropriate VIM maximizes their overlap areas. •Cisco Agent and Avaya Split are equivalent dimensions. •VIM performs the translation and re-pegging on many data facts so that reports are consistent across both environments. Across the two environments VIM allows for greater than a 50% match across all tables. VIM supports CMS Server versions R12 –R17, supporting the core tables such as: •Agent •Split •Vector •VDN •Call_Rec •Trunk/TrkGrp Enhanced Avaya migration for Cisco UCCE is fully supported by both VIM9 and the latest VIM X. VIM X architecture ANALYZE STRUCTURE DECIDE COLLECT CONNECT USER INTEGRATE ACT ORCHESTRATE Exony VIM X is the open platform enabling you to apply more customer insight to manage smarter contact from your infrastructure. Contact Exony: +44 1635 271 555 [email protected] www.exony.com @exony_vim v2.1d © Exony Limited 2014