Migrating from Avaya with VIM

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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