Witness Systems and Avaya

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Witness Systems and Avaya
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The Witness Systems and Avaya Relationship
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Avaya/Witness Relationship

• OEM Relationship
• Jointly engineered solutions
• With Avaya Communication Manager
• Impact 360 QM, Compliance, and WFO Packages
• Call Recording Witness ContactStore for
  Communication Manager
• Quality Monitoring Witness Quality for
  Communication Manager
• With IP Office
• IP Office ContactStore
• Impact 360 Workforce Management Package
• Avaya Service Provider/Managed Services Division
• Witness ContactStore and Quality for
  Communication Manager

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Avaya/Witness Relationship, cont

• Alliance Relationship
• Witness Systems call recording and quality
  monitoring applications work with
• Avaya G3 Definity, S8700, S8500, S8300
• Avaya PDS, IC, CT
• Witness workforce management applications work
  with
• Avaya Advocate Routing, IC, Operational Analyst,
  CMS

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Impact 360 Workforce Optimization Packages from
Witness Systems powered by Avaya
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How the Analysts Define Workforce Optimization

Quality Monitoring
Workforce Management
Performance Mgt
eLearning
Source Datamonitor March 2005
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Benefits of an Integrated Workforce Optimization
Solution

• The emergence of a WFO suite will provide
  numerous benefits
• Hardware costs are reduced because multiple
  software elements can reside within a single
  server
• Software and maintenance costs are reduced due to
  economies of scale
• Integration costs are dramatically reduced
  because the components are designed to work
  together seamlessly
• Administrative costs are reduced because there is
  less need for resources to run numerous disparate
  systems
• Upgrades are simplified because a single vendor
  and architecture eliminates ongoing integration
  concerns
• Ease of use is enhanced due to a single interface
• There is streamlined reporting and analysis
  across applications
  Source Gartner
• February 2005

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• The new Witness Systems Workforce
  Optimization framework enables us to more easily
  integrate our industry-leading communications
  solutions with the expanded Impact 360 suite of
  Witness Systems business applications.
• Lawrence Byrd, Director
• Communications Application, Avaya

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Impact 360 Packages that Address the WFO Space
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IP Office ContactStore
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IP Office ContactStore

• Developed by Witness Systems and Avaya to support
  Avaya IP Office VoiceMail Pro call recording
• Proven technology - based on Witness Systems
  call recording application with thousands of
  installations worldwide

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IP Office ContactStore

• Call Recording Search
• Search Filters
• Browser-based
• Security

• Call Replay
• Radio buttons
• Energy Envelope

• Contact Export
• Share interactions
• eMail
• Industry standard .wav
• format

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IP Office ContactStore Payback Areas

• Gain additional value from telephone interactions
• Reduce operational costs
• Increase revenue
• Reduce risk
• Make more informed decisions
• Better understand customers
• Improve customer service and satisfaction

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Witness ContactStore and Quality for
Communication Manager
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Reasons Why Prospects Choose Witness ContactStore
and Quality for Communication Manager

• Experienced call recording/QM solution with
  Communication Manager
• Available for over 2 years
• 225 customers
• One throat to choke Avaya sells, services,
  supports
• Superior TCO
• Ease of installation, administration, maintenance
• CTI not required
• Easily scalable add licenses not hardware
• Enhanced security with recording supported in
  environments where IP link between CM and the end
  user device is encrypted

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Witness ContactStore for Communication Manager

• Software call recording solution running on open
  platform Intel servers.
• No proprietary hardware, no proprietary cabling
  or hard wiring from recorder to ACD.
• Developed by Avaya and Witness Systems to support
  Avayas converged networks strategy leverages
  Avaya Communication Manager API (CMAPI)
• Simultaneous support for TDM, IP or mixed
  environments
• Requires only a LAN connection to the network,
  connected through the Communications Manager API
  (CMAPI) layer.

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Witness ContactStore

• Certified on S8700, S8500, S8300, G3si, and G3csi
  platforms running CM 2.0
• NO requirement for CTI CTI is no longer a point
  of failure.
• CMAPI automatically tags recordings and
  identifies by Date, Time, Duration, Extension,
  Dialed Number, DNIS, CLI, AgentID (Agent Name),
  Universal Call ID, VDN Number (Skill Group
  Name)all out of the box.
• Archive Options
• Native support for internal DVDRW
• Archive Manager for SAN/NAS

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Witness Quality Overview

• Record and evaluate calls and use of internal
  systems (with screen capture)
• Software - based IP and traditional endpoint
• Utilizes CTI
• Leverages Communication Manager API (CMAPI)
• Works with Avaya CT Avaya Interaction Center
• Quality Connect - application integration
  triggers recording based on events
• Proven technology - based on Witness Systems
  quality monitoring application with 1,000
  installations
• Works with S8700, S8500, S8300, G3csi, G3si
  platforms running CM 2.0