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Top 10 Reasons to Migrate to
Avaya Aura Contact Center
with Avaya Aura
Communication Manager
There’s no better
time to evolve
your Nortel
communications
and contact
center
environment
to an Avaya Aura®
solution.
In addition to the many new features and benefits, there is a
new contact center migration utility that will allow you to
preserve your existing data while moving to a state of the
art communications and contact center environment. Take
advantage of the new features that migration will provide
and preserve your existing investments in contact center
technology and expertise.
Why Migrate?
1. Modernize the architecture for future capabilities
Although Avaya Aura Contact Center is supported on CS1000, customers
upgrading their contact centers now have a choice of running Avaya Aura Contact
Center on CS1000, on the Avaya Aura Platform or even on Avaya IP Office. Moving
the contact center to the Avaya Aura or IP Office Platform will add new features and
allow you to leverage your existing investments while modernizing the architecture.
Hundreds of features have been added to Avaya Aura Contact Center over the last
decade, making it one of the most advanced omnichannel solutions in the market.
It is surrounded by an advanced portfolio that includes front and back office selfservice, proactive engagement, and workforce optimization. In addition, it will
provide a platform for future growth and allow the adoption of many of the latest
capabilities from Avaya.
Moving to a modern SIP-based architecture with Avaya Aura Platform allows for
easier integration meaning that some advanced capabilities can be added to the
contact center:
•Embedded softphone: With Avaya Aura Contact Center running on the Avaya
Aura Platform, agents no longer need a separate phone, as the softphone is
integrated into the unified Agent Desktop.
•Save on PBX resources: Where businesses connect via SIP Trunks to the Service
Provider, calls into the contact center use no resources on Communication
Manager while queuing. The calls can go from a Session Border Controller (SBC),
via Session Manager to Avaya Aura Contact Center and then be treated with
music and announcements.
•Engagement Development Platform Snap-ins: An Avaya Aura Contact Center
SIP based contact center running on the Avaya Aura Platform will be poised to
enjoy current and future next generation omnichannel customer engagement
snap-ins such as Collaborative Browsing and Mobile Video.
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2. Engage experts to boost first
contact resolution
When a customer contacts a
business, they want to communicate
with someone who can provide them
with immediate service without being
transferred or told that an expert will
contact them later. Many
organizations are simply not
equipped with agents who are
experts on all business related topics
and require other expertise from
across their business.
With a SIP based Avaya Aura Contact
Center solution, agents who require
an expert to help them solve a
customer inquiry can simply select an
available expert from within the agent
desktop interface. These experts can
be anyone across the business,
including supervisors or other agents
within the contact center. At a glance,
the agent can view the expert’s
presence status (green, red, yellow,
etc.) and connect with them via chat/
instant messaging (IM). By having
immediate access to experts, agents
have the tools they need to quickly
solve customer problems, often
resulting in higher first contact
resolution rates.
Avaya Aura Contact Center can be
integrated with the Avaya Presence
Server or Microsoft Lync to provide
the agent with their Instant Expert list
or a dynamic list of experts directly
within the agent desktop. These can
be individual experts or groups of
experts who have knowledge on a
specific topic. When the agent
engages the expert(s), the IM
transcript is passed along to the
expert.
Supervisors will enjoy looking at realtime and historical performance
reports that show ALL agent and
interaction activity vs. pouring over
multiple reports and interfaces.
Customers will appreciate the service
they receive through web, mobile and
social channels.
3. Web chat, SMS, and Instant
Messaging as Routed Media
In today’s digital environment, people
view work as an activity rather than a
location. Many contact centers offer
their agents a flexible working
solution which offers benefits for both
the business and the agent. Remote
agents provide businesses with the
flexibility to staff for peak traffic
hours, rather than requiring 8-hour
continuous shifts. It also allows
contact centers to keep their most
experienced staff as these people
look to work flexibly from home or
relocate.
Turn your voice only contact center
into an omnichannel customer
engagement solution that leverages
CRM and historical interaction data to
better serve customers. With a single
agent desktop for inbound and
outbound voice, web chat, SMS, IM
and even social media, your agents
can handle multiple interaction types
without having to switch screens or
logout/login to another system. A
single routing engine, the same that is
used for voice interactions, will use
skill based routing (SBR) to match
interactions with resources, helping
ensure service levels are met.
Through integration with Avaya Aura
Presence Services or the Microsoft
Lync application, instant messages
can be intelligently routed and
assigned to the best resource just like
other interactions are processed.
4. Add remote and home agents
seamlessly
In the past with a CS1000-based
contact center, allowing an agent to
work from home or remotely required
a hardware-intensive Offsite Agent
solution. With a SIP based Avaya Aura
Contact Center solution, agents can
work from home or remote locations
on day one. Avaya Aura Contact
Center uses Communication
Manager’s Telecommuter mode to
allow the agent to decide which
phone to use for calls, even an old
analog home phone will work. Despite
working remotely, agents can be
recorded and monitored as if they
were physically located within the
contact center.
5. Enhanced Reporting
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Due to the tight integration between
Avaya Aura Contact Center SIP and
Avaya Aura Experience Portal,
organizations can now leverage
cradle-to-grave data to produce
highly customized reports. Avaya
Aura Contact Center offers unified
reporting of all channels, with over
130 standard reports and custom
reporting capabilities. In addition, due
to the open platform and rich data,
the system can integrate with thirdparty analytics applications. Bottom
Avaya Aura® Contact Center
Avaya Aura Contact Center AML on
Communication Server 1000
Avaya Aura Contact Center SIP on
Avaya Aura Communication Manager
• Uses the applications messaging link
(AML) protocol to communicate with
the UC host (CS 1000)
• Uses SIP media anchoring to connect
with the UC host (Communication
Manager)
• Versions of Avaya Aura Contact Center
and NES CC6/CC7, Symposium CC use
the AML protocol
• SIP connectivity enables a host of new
features and integrations, some at a
lower price point
• Does NOT provide SIP media anchoring
therefore cannot provide SIP based
features
• Utilizes the advanced features of Avaya
Aura Communication Manager
line, you decide how you want the
data presented. It’s as simple as that.
6. Prompts and Media Simplicity
A CS1000 contact center can have
announcements and music
configured in several peripherals
including CallPilot, MPS, MIRAN, IP
Media Services and other CS1000
cards. With a SIP based Avaya Aura
Contact Center Solution, all prompt
maintenance moves to the Avaya
Media Server which comes with Avaya
Aura Contact Center. The Avaya
Media Server runs on standard, nonproprietary hardware, and provides
all of the announcements and music
for the contact center. In addition,
prompts are automatically replicated
between servers, even across sites,
thus removing an administration
headache.
7. Agent Greeting and Whisper
Skillset
There is no requirement for a PBX
card to add features like Agent
Greeting and Whisper Skillset
Announcement. Agent Greeting
becomes a simple, software only
feature providing agents with
customized personal greetings for
each of their skillsets. Once recorded,
the greeting is played to callers
providing agents with a moment to
gather their thoughts and review
customer details.
Whisper Skillset Announcement plays
a brief skillset-specific announcement
to agents prior to answering voice
calls and prior to being connected
with the customer. It can be an alert,
• Strong Avaya roadmap and innovations
reminder, or prompt for the agent or
simply the skillset name, or simple
tone.
8. Advanced Wait Treatments and
Customer Feedback
When specialized or advanced
treatments are required, Avaya Aura
Contact Center integrates smoothly
with Avaya Aura Experience Portal
through standard VXML. One of the
major benefits is leveraging advanced
speech technology such as speech
recognition and text-to-speech. With
Avaya Aura Contact Center SIP, the
power of Experience Portal can now
be used while in the contact center,
even while the call is queuing for an
agent. The Avaya Aura Experience
Portal port is brought to the
customer’s anchored call (no more
moving the call around!) and can
offer both front and back office selfservice and speech capabilities, such
as voice biometrics or natural
language call steering. Customer data
is passed with the call in the SIP
session. This removes the complex
coordination of voice with CTI data,
where data could arrive to the agent
late.
9. Virtualize your contact center
With Avaya Aura Contact Center
integrated with Communication
Manager you can better utilize
resources and reduce server footprint
requirements by running a virtualized
contact center. Avaya Aura Contact
Center can be deployed as an Open
Virtual Appliance with all voice and
media software packaged as virtual
appliances. Also, customers can
discard all the CS1000 cabinets and
replace them with a nearly-fully
virtualized Aura (CM+SM)
environment.
10. Protect Your Software
Investment
Avaya is dedicated to providing long
term value for Avaya customer
solutions, including enabling smooth
migration to the next software
release. Our commitment to evolution
has enabled customers to move
gracefully over the years, embracing
new technologies and innovation to IP
and now to SIP. Administrators,
supervisors and agents will not
require any specialized training, and a
migration utility is available to
preserve and migrate historical
reporting and call flow data.
Nortel Symposium, CC6 and CC7
customers are eligible to receive
commercial migration discounting via
the Avaya Software Investment
Protection Program. For more
information on the Avaya Software
Investment Protection Program,
contact your Avaya partner or sales
representative. Customers running
Avaya Aura Contact Center 6.x AML
can upgrade to Avaya Aura Contact
Center SIP running on Avaya Aura at
no additional charge, however, a new
factory license must be issued at a
nominal fee.
No Better Path for
Nortel Contact Center
Evolution
For businesses currently using
CS1000 or Meridian 1 systems with
older Nortel contact centers (e.g.
Symposium, Contact Centre 6 or 7),
there are many more features and
benefits in moving to Avaya Aura
Contact Center.
Avaya Aura Contact Center is the
evolution of Nortel Symposium, CC6
& CC7. Businesses running these
contact centers will be very familiar
with much of Avaya Aura Contact
Center’s base functionality,
minimizing the need for training.
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You can enjoy these new capabilities:
1. Unified Agent Desktop: Includes inbound voice, outbound campaigns, callbacks, email, SMS, Web chat, fax and social media.
2.Multiplicity: Agents can be provisioned to work on 1 voice contact and up to 5 non-voice contacts simultaneously.
3.Outbound Campaigns: Preview and progressive outbound provided out-of-the-
box. Or add predictive dialing with advanced multichannel campaigns and fully configurable agent scripts when integrated with Avaya Proactive Outreach Manager.
4.Out-of-the-box screen-pops: Easily enable a customer record to be popped inside the Agent Desktop (or externally) based on the context (CLID, IVR data, Email address, etc.).
5.Graphical Workflow: Drag-n-drop workflows allowing better mapping of business needs to call and contact flows.
6.Web Services: APIs are available to ease integration to third-party components.
7. Supervisor Enhanced Controls: Observe/barge-in on web chats; Supervisor approvals on outgoing Emails; Change Agent states (set an agent to Not Ready or logout and agent)
Hundreds of features have been added to Avaya Aura Contact Center over the last
decade in all areas of the product, including a truly integrated multichannel contact
center with unified queuing, unified agent desktop experience, unified reporting &
real-time dashboards.
If you are a small to medium sized business, consider the benefits of seamlessly
migrating your Nortel contact center to the new Avaya Contact Center Select for IP
Office. This robust solution for mid-market contact centers was derived from Avaya
Aura Contact Center and greatly simplified to integrate with IP Office. So not only
will you receive many of the same features, you will also be able to migrate your data
to the new Contact Center Select system using the migration utility.
Please ask your Avaya partner for more details on the area where your business
would see most benefit.
About Avaya
Avaya is a leading,
global provider of
customer and team
engagement solutions
and services available
in a variety of flexible
on-premise and cloud
deployment options.
Avaya’s fabricbased networking
solutions help simplify
and accelerate the
deployment of business
critical applications
and services. For more
information, please visit
www.avaya.com.
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Make the Move – Reap the Rewards!
Now is the time to act and expand your contact center to include capabilities such
as integrated email and web chat. Imagine your agents handling multiple interaction
types through a single agent desktop interface – the same interface that you use
today! Or giving your agents the ability to improve first contact resolution by
consulting with experts via instant messaging, all through the same agent desktop
interface! The latest Avaya Aura Contact Center release provides a Migration Utility
that will preserve your existing data when you migrate to the SIP based system.
With this simple migration you can add new features, empower agents, and help
improve customer service metrics while preserving your existing investments in
Avaya solutions.
© 2015 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 other trademarks identified by ®, TM, or SM
are registered marks, trademarks, and service marks, respectively, of Avaya Inc.
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