Transcript The Evolution To Intelligentt Communications

SIP
SOA
The Evolution
toWeb Services
XMMP VXML
WS-BPEL
Intelligent Communications
WSDL
SIMPLE
H.323
ccXML
HTTP
Lawrence Byrd, Avaya
25 January 2006
© 2006 Avaya Inc. All rights reserved.
SOAP
Communications: A Force for Market
Transformation Throughout History
The telegraph’s impact
on mass transportation
The stock ticker’s impact
on capital markets
The telephone’s impact
on mass production
IP telephony’s impact
on…
© 2006 Avaya Inc. All rights reserved.
2
Communications = Business Transformation
“The old voice platform did not
lend itself well to innovation. But
when you put voice on an Internet
platform, all sorts of innovative
options for collaboration become
possible.”
“Introducing new technology alone
is never enough. The big spurts
in productivity come when a new
technology is combined with new
ways of doing business.”
© 2006 Avaya Inc. All rights reserved.
3
Communications = Business Transformation
September 2005
“The important
dividing line . . .
will be between those
who see VoIP as just
a new way to do the
same old things and
those who use it to
rethink their entire
business.”
Using VoIP to Compete
© 2006 Avaya Inc. All rights reserved.
4
IP Telephony – Beginning Of The Road
Global Enterprise Telephony Installed Base Total Lines (Million)
423M
463M
35% IP
8% IP
U.S.: 49%
U.S.: 13%
2004
2008
Source: Avaya analysis based on independent industry analyst reports
Growth will be driven by transformational opportunity
© 2006 Avaya Inc. All rights reserved.
5
We Work Differently Today
Virtual
58% companies
consider theirs to be
a virtual workplace
today1
1Avaya
Branch Offices
91% of employees
work in branches
and remote offices1
Home Working
89 of top 100 US
companies offer
telecommuting2
Mobility
In 2008, 72% US
workforce will be
remote and mobile1
60%+ Britons &
Germans equipped
to work remotely1
interpretation of analyst data
survey
2ComputerWorld
© 2006 Avaya Inc. All rights reserved.
6
One “Converged” Market
Contact Centers
Collaboration
Unified Communication
Conferencing
Telephony
Email
Mobility & Softphone
Voice Messaging
Instant Messaging
© 2006 Avaya Inc. All rights reserved.
7
Evolution to Intelligent Communications
Intelligent Enterprise
Creating Business Value
BUSINESS PROCESSES
Real-time Enterprise
BUSINESS PROCESSES
BUSINESS
COMMUNICATIONS
APPLICATIONS
BUSINESS
APPLICATIONS
Intelligent
Communications
embedded
into the fabric of
business
ANY NETWORK
EMBEDDED
BUSINESS
APPLICATIONS
ANY NETWORK
CONVERGED
NETWORK
TRADITIONAL
© 2006 Avaya Inc. All rights reserved.
Business Agility
Competitive Differentiation
Customer Loyalty
Cost Reduction
Operational Efficiency
TDM  IP  SIP
SIP + SOA
Business Processes
8
Processes Involve People!
Scenario from Insurance Industry
3 Call redirected to
contact center
providing immediate
assistance
Message for agent
accessed through
speech while mobile
2 Reinforce brand:
consistent global
call treatment
1 Customer calls
branch office, agent
not available
2 hour settlement
(vs. industry 5+ days)
Increased retention
Increased referrals
Lower cost per customer
4
Collaboration with
expert at home
5
Customer claim
resolved; results
evaluated real-time
6
Claim Process Reduced from 5 Days to 2 Hours
© 2006 Avaya Inc. All rights reserved.
9
The Customer Contact Enterprise
Customer
Interactions
Branch offices
Global agents
Point-of-sale
Sales person
Outsourced agents
Voice
E-mail
Large multi-site
centers
Single Consistent
Virtual Infrastructure
Web
Satellite agent groups
Back office
Knowledge expert
© 2006 Avaya Inc. All rights reserved.
At-home agents
10
The Collaborative Enterprise
Desktop
WiFi
Dual-mode
Voice, Video, IM, Presence
Web Collaboration
Outlook, Notes
Desk
Worker
© 2006 Avaya Inc. All rights reserved.
Mobile
Speech
Access
“One Business
Number”
Conferencing
Campus
Roamer
Road
Warrior
Home/
Remote
Office
Teleworker
11
Human Latency Slows Processes
Scenario from Manufacturing Industry
© 2006 Avaya Inc. All rights reserved.
12
Human Latency Slows Processes
Scenario from Manufacturing Industry
© 2006 Avaya Inc. All rights reserved.
13
Communications-enabled Business Processes
Appliance
Desktop
Business
Application
Business + Communications Task Flow
Click-toConference
Business Application
Click to Dial Options
Next Call Scheduled
Me
> Calendar integration
From Call Logs
> Me, My Team
© 2006 Avaya Inc. All rights reserved.
Business
Process
Flow
From Directory
“Click”
Task
Notify
Task
Task
Resident
Expert
Conference
Expert
> Company, Team, Personal
From People Finder
14
Service-Oriented Communications Architecture
© 2006 Avaya Inc. All rights reserved.
15
Case Study
Setting the Standard for Luxury
at Wynn Las Vegas
Processes
Delight guests
Check-in experience
In-room experience, personalization
Understanding and accessing services
Empower staff to drive customer loyalty
with accessibility and mobility
© 2006 Avaya Inc. All rights reserved.
16
Case Study
Improving Child Safety in
Palm Beach County Schools
Processes
Get special-needs kids home
Meet regulatory requirements
Keep parents notified real-time
about times, delays and locations
Proactively manage absenteeism
Help find missing children
© 2006 Avaya Inc. All rights reserved.
Application from Avaya
DeveloperConnection partner
17
Case Study
2006 FIFA World Cup™
Largest converged communications event network ever
12 stadiums…
32 teams…
15,000 volunteers…
15,000 international press…
200,000 security clearances…
3,100,000 spectators…
30,000,000,000 viewers worldwide…
15,000,000,000,000 bytes of voice and data
___________
99.99+%
© 2006 Avaya Inc. All rights reserved.
communications availability
required
Processes
Accreditation in <10 minutes
RFID tickets
Stadium WLAN for press
Transportation logistics
Video conferencing
General collaboration
18
The Real Challenge
How on earth do customers get there from here?
Practical evolutionary steps
• Leverage existing investments and infrastructure
• “Add-on” mobility, presence, collaboration, video, …
• With mission-critical high availability and security
Standards and open interoperability
• SIP, SIMPLE, More SIP, Web Services, WSDL, BPEL, …SOA
• Business process integration
Providing help
• Global skills, services, rich partner ecosystems
• Managed service and hosted deployment choices
© 2006 Avaya Inc. All rights reserved.
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Thank You