Avaya Centrum

Value-Add Applications Program

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
 With Avaya Centrum
Partners Can:

Move away from low margin, dial-tone-only sales

and focus on solution selling.
Benefit from flexible business models including
cloud-based and on-premise deployment options.
Position additional services around Avaya's
core offering.
Sell industry-specific solutions and talk to their
customers in vertical-based language.

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
 Application-led
Solutions
Delivering
Customer Loyalty

BY 2020
80% of new technology
spend will sit with
business buyers

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
 Customer
Channel Needs
Challenges

dial tone productivity

low margins cloud models
competing on price speed to market
transactional relationships scale for growth
low revenue per customer business continuity
© 2018 Avaya Inc. All rights reserved.
Avaya
Centrum FAQ-Based
Chatbot
Fleet Management
& Bus Tracking
Callback
Manager
Social
Customer Media
Survey Connector

SMS Module CRM

Connector

Appointment
Case
Scheduling
Management
Partner Se
&

rv
a
Avay

ices
Customer
Call Billing Engagement Portal

Any of the surround applications can be deployed independent of each other with IP Office or Avaya Aura.

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
 Call Billing

© 2019 Avaya Inc. All rights reserved. 6

 Call Billing
Provides an overview of analysis, reporting and
optimization capabilities for all your telephony
activities with the help of an advanced call
management system.
The application can administer a wide range of
functionalities for cost control and effective
management of your telephone system.

COST DATA
REPORTS ALERTS
SAVINGS CONTROL
 Features & Functionality
Multi-Site Cost
Support Breakdown
Extensive
Web-based Dashboard
Interface Alerts

Multi-tariff
Support
Call
Flexibility Tracking

User
Privileges

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
Benefits
Track how communication budgets
Cost Reduction are being allocated.
How does
Generates a wide range of reporting
Calling Billing Optimize and enhance the ability to identify
enhance Consumption any misuse

businesses?
Ensure better efficiency in the use of
Streamline trunks with multi branch support
Operations
• More Control and less complexity
• Procreate a cost saving strategy
Enhance Trace calls across the system to
• Convert costs into savings evaluate inbound ring time to first
Performance
• Achieve optimized performances answer point.

Automate Eliminate manual, time-consuming,

Reporting paper-based reporting systems

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
Technical Specs
• Avaya Aura Communication Manager release 5.2 or higher, Avaya IP Office 500 V2 release 10.1 or higher.
SMDR to be enabled
• Microsoft Windows Server 2016 with Microsoft SQL Server 2016. RAM – 8 GB Minimum, HDD – 150 GB,
Minimum 4 vCPUs (Xeon Processor)
• Client workstation: Microsoft Internet Explorer, Firefox browser or Google Chrome

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
 SMS
Module

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
 SMS Scheduler
The SMS Solution enables a web based system
with ability to send individualized and bulk
messages to mobile

SMS is essential for businesses to connect with

customers, increase awareness and boost your
leads and sales.

CRM REPORT SURVEY

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
 Features & Functionality
• Enables flexible integrations with third party
application & database systems.
Open &
• Easy to customize with CRM and third party
Customizable solutions.
• Ability to import from Excel, CSV or text files &
contact tracking abilities.

• Send SMS instantly to multiple customers using the

application.
Personalization
• Keep track of sent SMS, recipient, time stamp and
at Scale keywords.
• Personalize bulk messages & pre-schedule SMSs
• Retain data and context for a seamless experience.

Intuitive • Manage contacts through granular fields like name,

gender, number, profession and different other categories
Interface
• Fast and Interactive web based User/Admin interface
• Multi language support.

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
Benefits
Build Loyal SMS Marketing is a great channel to
Customers engage with customers.
How does the SMS
Module enhance
Fast and effective mode of
businesses? Expand Your
Customer Base communication as it helps you reach
a large number of people.

• Fast and Effective Communication

Improve Ability to send bulk messages thereby
platform eliminating the need to personalize
Productivity
• Cost Effective and Time Saving every action and improving
productivity.
• Builds Brand Reputation
• Enhances Customer Experience
Save Time Time Saving and a lucrative solution
as SMS is a very inexpensive method
of communication.

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
Technical Specs
• SMS Solution can work as standalone solution and also along with Avaya Contact Center solution(IPO or
Aura based)
• SMS Gateway and API access to be provided by customer
• Microsoft Windows Server 2016 (64-bit) with Microsoft SQL Server 2016
• Client workstation: Microsoft Internet Explorer, Firefox browser or Google Chrome

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
Survey Module

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
Survey Module
The Voice of the Customer

Conduct automated post-

interaction survey seamlessly

On email or SMS channels

Analyze customer service

quality and customer
satisfaction in real-time

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
Features & Functionality

Capture Every Open Actionable

Interaction Integration Insights

• Post-call surveys • Send a web link via email • Detailed statistics of customer
satisfaction.
• Scripted survey over an • Integrate with SMS
ongoing call • Interactive web dashboard
• Integrate with ACCS
• SMS/ Email notifications • Customizable survey
• Supports integration with third templates.
enabled
party database and
applications. • NPS Score calculation

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy *Select Countries
Benefits
Understand your customer's
Retain
perspective and maintain brand
Customers reputation
How does the Survey
Module enhance
businesses? NPS Easily calculate net promoter score

• Increases Brand Reputation

Improve CX Alert supervisor with unhappy
• Provides Seamless Integration Operations customers, track changes in feedback
and determine your CX improvement
• Enhances customer service
priorities
• Multi Channel Survey through SMS
& Email.
A Holistic Supports integration with third party
View database and applications for
businesses to gather 360 data

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
Technical Specs
• Avaya IPO based or Aura based contact center solution
• IVR voice files, IP Office VMPRO Channels are required based on the expected call volume
• If Customer Survey is required to be conducted through Email or SMS, integration with external email
server and SMS provider is required
• Public IP’s, SSL Certificates, Domain Names is required for SMS.
• Windows Server 2016(64-bit) with Microsoft SQL Server 2016

AGENT AVAYA CONTACT C-SAT SURVEY CHANNELS

CENTER SERVER
POST CALL

SURVEY CALLER

IVR VOICE SURVEY

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
 Call Back
Manager

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
Call Back Manager
Bring your customer
experience to a new level

1 Restore missed customer service

opportunities.

2 Monitor missed and dropped calls

3 Automatically outreach to customers

4 Enhance service perception

5 Acquire additional revenue

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
Features & Functionality
Traffic
Management
Automated
Integrate Outreach
Reporting
With ACCS

Seamless
Agent Supervisor
Handover Control

Schedule
Call Back

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
Benefits

Empower your contact center to

No Missed
actively respond to every missed
How does Call Back Opportunity opportunity
Manager enhance
businesses?
Increase Reduce abandonment rates and lower
Customer customer dissatisfaction from repeat
• Powerful Call Management Satisfaction calling.
Capabilities
• More Control and Workflow
Automation
• Increases Productivity Enhance Enhance helpdesk efficiency, with
Performance automated workflows and call
• Enhances customer service management
• Achieve optimized performances

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
Technical Specs
• Avaya IP Office and ACCS solution required
• VMPRO Channels is required based on the expected call volume
• Hardware Requirements: Processor (Minimum 2.4 GHz), Minimum 16 GB RAM, Disk Space: 200 GB
available disk
• Virtualized Platform is supported (VMWare, Hyper-V)
• Microsoft Windows Server 2016 (64-bit) with Microsoft SQL Server 2016
• Client workstation: Microsoft Internet Explorer, Firefox browser or Google Chrome

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
 CRM
Connector

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
 CRM Connector

A CTI application that:

Boosts CRM systems’ ability integrating call centers
capabilities with customers data.
Activates screen pop up that pulls customer data and
efficiently presents it to agents for enhanced
customer service.
Provides additional call control options to
non-contact center users.

ROI REPORTS ALERTS CALL CONTROL

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
 Features & Functionality
Advanced
• Automated Call Logging
Integrated of inbound and
outbound calls
• Screen popup in CRM • Call Annotation
Interface • Toast pop-up notification
• Click-to-Dial from the with context
CRM • Desktop notification
• Captures and syncs
business insights
CRM CRM
Connector
CC • Call Controls

Open Unified
• Open to support all • Seamless access to
CRM systems information
• Generate and
• Integrates with any customize reports
third-party application • Integrated desktop
or database application

Experience the Power of Convergence

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
Benefits

Provide all information in one screen

First Contact
and give more power to your agents
How does the CRM Resolution to serve your customers with context
Connector enhance
businesses?
Quick Eliminates the need to learn and use
Agent multiple applications as is the case in
• More Control and less complexity Adoption many contact centers today
• Powerful Call Management
Capabilities
• Seamless CTI Integration
Maximize Get the best outcomes from all your
• Enhances customer service Value from CRM and CC capabilities. Deliver
• Achieve optimized performances your faster ROI
Investments

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
Technical Specs
• Avaya IP Office, ACR, ACCS and Aura Contact Center solution(with AES)
• Avaya IPO CTI Link Pro license on IP Office and TSAPI,DMCC licenses on Aura AES
• Customer’s CRM system’s API/Web Services/DB Access for integration
• Microsoft Windows Server 2016 with Microsoft SQL Server 2016
• Server Requirements: Processor (Min. 2.4 GHz), Min. 16 GB RAM, Disk : 200 GB available disk
• VMWare, Hyper-V - Supported

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
 Social Media
Connector

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
 Features & Functionality
Integrate
With
ACCS • Social Media Notifications from Facebook and Twitter
Maximized Increases can be integrated with the Avaya Contact Center
Performance Customer agents using chat medium.
of Agent Reach
• Any Comments in Facebook can be send as a message
to Avaya Contact Center Agent chat and can enable 2
way messaging between the customer and the agent.

Improved • Any Chats from Facebook Messenger and Twitter

Real Time
Customer message can be integrated directly to the Avaya
response
Experience Contact Center Chat agent chat and the customer can
directly chat with the Agent.

Experience the Power of Convergence

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
Benefits

Expanding User Expanding Customer Reach using

Social Media Channels
How does the Social Interaction
Channel
Media Connector
enhance businesses?
Quick Ease load on your agents by providing
Agent all information on one screen
• Enables the control of multiple Adoption
social media channels with a single
interface.
• Improved customer experience
Fast And Improves customer satisfaction levels
• Real time responses
Effective to respond effectively/ efficiently
• Improved agent experience and Customer Social Media chat/notifications from
efficiency Response end user.

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
Technical Specs
• Avaya IP Office with ACCS and Aura Contact Center solution(with AES)
• Avaya Multimedia license on IP Office
• Customer’s CRM system’s API/Web Services/DB Access for integration
• Microsoft Windows Server 2016 with Microsoft SQL Server 2016
• Server Requirements: Processor (Min. 2.4 GHz), Min. 16 GB RAM, Disk : 300 GB available disk
• VMWare, Hyper-V - Supported

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
 Case
Management

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
 Case Management
A full-fledged ticketing system that fast
tracks case management at a customer
service desk.
Bring back-office to the front-end of
customer interactions.
Allow agents to easily create a ticket and
record important notes while on a call
Trigger real-time notifications or escalate
directly to the concerned teams.
MINI CRM TICKETING REPORT

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
Features & Benefits
Transform customer service processes by focusing on process
improvement and employee empowerment

Enhanced Customer Reporting Ease of Integration Workflows

Conversations
Prioritize customer Interactive Dashboard Integration with Defined Workflows
requests business apps
Push Notification
Create, delegate & Mini CRM & Tracking Integration with Avaya
escalate tickets platform Delegation process
built in
Bring context to Reporting Social Media Channels
every conversation & SMS

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
Benefits

Enhance customer service speed by

Front & Back
delegating the right tasks to the right
How does Avaya Case Office teams within your organization
Management
enhance businesses?
Know Your Automated update of customer
Customer interactions and communications
• More Control and Workflow
Automation
• Centralized Data Management
• Enhances customer service
Customer Prioritize cases from high value
• Statistical Capabilities Lifetime Value customers resulting in better
• Flexible Solution with Mini CRM retention and more sales over
customer lifetime

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
Technical Specs
• Avaya IPO based or Aura based contact center solution
• Microsoft Windows Server 2016 (64-bit) with Microsoft SQL Server 2016
• Client workstation: Microsoft Internet Explorer, Firefox browser or Google Chrome
• Virtualized Platform is supported (VMWare, Hyper-V)
• Customer’s Email Server access, dedicated Email address with credentials for email notifications. SMS
Gateway for SMS notification
• Customer’s CRM/Database details (if required)

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
Appointment
Scheduler

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
Appointment
Scheduler

Create & Reschedule

Appointments

Accelerate CX KPIs

Integrate with Hospital’s CRM &

Hospital’s Information Systems

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
Essential for Many Verticals

Government Services Personal

Healthcare & Embassy Services Care

Educational Hospitality
Restaurants
Institutions

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy * Embrace Workstream Collaboration to Transform Team Coordination and Performance – Gartner Gotta, et al. 12 May 2017
Features & Functionality
Scheduling
through Web Integrate
or Social with Email
(Add-on) & SMS
Built In Mini
Hospital Ticketing
Information Tool
System
Interactive
Integration Web-based
Dashboard

Reports Screen
Contact User Popup
Center Privileges
Integration

Appointment
Scheduler

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
Benefits
Connected customer journey from
Enhanced CX
appointment setting, to reminders to
delivering the service
How does
Increase Revenue Reduce no show rates and maximize
Appointment use of your staff time
Scheduler enhance
Reassign teams for better use of time
businesses? Cost Efficiency
vs managing reminders

• Efficiency and Customized Workflow Maximize Manage the tasks and track the status
visibility of the task completion with reporting
• Ease of Access and Flexible Solution
• Enhances customer service
Integrate with information systems
• Multi Support for digital platforms Efficient Team and staff schedule. Remind
Communication employees with priority tasks

Reduce Error Prevent errors with automated

workflows

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
Technical Specs
• Avaya IPO based or Aura based contact center solution
• Virtualized Platform is supported (VMWare, Hyper-V)
• Microsoft Windows Server 2016 (64-bit) with Microsoft SQL Server 2016
• Customer’s HIS system’s API/Web Services/DB Access for integration
• SMS Connector if SMS notification is required (Optional)

AVAYA IPO/CM Appointment

APPOINTMENT
CALLER Scheduler
CONTACT CENTER SCHEDULER SERVER
Database

API’S Customer’s
HIS/HMS System

OR

Customer’s
Screen Pop Up Email
Server

Appointment
Confirmation GSM Gateway

Agent
OR

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
 ChatBot

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
 Features & Functionality
CHATBOT is a Conversational agent powered by • Web portal to manage pre-defined Q&A
rules (Q&A) that you interact via a chat interface. • Pre-Trained
• Chat widget with FAQ’s
Our Chatbot provides an automated interaction
• Purpose specific functionality
to users who visits Company Website or
• Escalate to connect with Live Agent
Facebook page and if required provide chat • English language support
escalation to ACCS Agents.

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
Benefits

Increase First Answer direct inquiries from users,

Call Resolutions increases resolution speed
How does Chatbot
enhance businesses?
Increase
Round the clock instant response to
Customer
customer queries.
• Increases Customer Engagement Satisfaction
• Everything is Instant
• 24/7 Customer Service
• Better Self service
Enhance Enhance helpdesk efficiency, with
• Ease load on agents by automating automated workflows and by
Performance
repeated queries automating repeated queries

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
Technical Specs
• Hardware Requirements: Processor (Minimum 2.4 GHz), Minimum 16 GB RAM, Disk Space: 200 GB
available disk
• Virtualized Platform is supported (VMWare, Hyper-V)
• Microsoft Windows Server 2016 (64-bit) with Microsoft SQL Server 2016
• Client workstation: Microsoft Internet Explorer, Firefox browser or Google Chrome
• Avaya Contact Center Select R7+, Multi Channel Agent licenses
• Avaya will provide the Chatbot Widget and same has to be hosted in customer website by customer’s
website vendor.
• Public IP’s, SSL Certificates, Domain Names , API approval from Facebook to be provided by customer
• Public access to Chatbot server
• Detailed company business work flow.
• Pre-defined FAQ’s (to be provided by customer)
• Answers for questionnaire (to be provided by customer)

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy
Thank You

Confidential & proprietary. Use pursuant to your signed agreement or Avaya policy