Transcript EMEA Advisory Council Meeting

Technology Enabling the Avaya Vision
Nikolas Stefanou
Technical Sales, Greece, South Balkans, Cyprus, Albania & Malta
29 October, 2007
© 2006 Avaya Inc. All rights reserved.
Avaya – Proprietary & Confidential.
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Business
Business Imperatives
Imperatives
Intelligent Communications
Intelligent Communications Solutions
© 2006 Avaya Inc. All rights reserved.
Avaya – Proprietary & Confidential.
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Customer Imperatives Drive our Technology
Roadmap
Business
Imperatives
Worker
Imperatives
Revenue growth:
superior customer service
Cost reduction:
worker & business efficiency
Manage risk
Mobility with ubiquitous access
Ease of collaboration
IT
Imperatives
© 2006 Avaya Inc. All rights reserved.
Rapid, flexible deployment
Clear ROI & investment
protection
Avaya – Proprietary & Confidential.
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Improved Customer Service, Worker Productivity
and Business Efficiency
Customers
Locations
Workers
Dynamic & ubiquitous access to key resources & expertise 24 x 7
Consistent experience across locations and modes
Easy to use; easy collaboration
Multi vendor/standards based systems and support
Holistic, intuitive approach to management, reporting and presence
Always on:
Secure, reliable, scalable and manageable
© 2006 Avaya Inc. All rights reserved.
Avaya – Proprietary & Confidential.
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Business Imperatives
ImpactCommunications
on Business
Intelligent
Intelligent Communications Solutions
© 2006 Avaya Inc. All rights reserved.
Avaya – Proprietary & Confidential.
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Intelligent Communications Key Attributes
Intelligently connects workers,
customers and processes
Delivers a consistent intuitive
user experience across devices
Seamlessly and openly
integrates communications with
business applications
Provides a reliable, ubiquitous,
secure, open-standards based
communication foundation
across a variety of networks
Embedding communications solutions into customers’
processes to profoundly transform their business
2006Avaya
AvayaInc.
Inc.AllAll
rights
reserved.
©©2006
rights
reserved.
Avaya – Proprietary & Confidential.
Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
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Evolution to Intelligent Communications
Highly
Resilient
IP Networks
Intelligent
Communications
Converged
IP
QoS
Traditional
• Separate voice,
video & data
networks
• Mode specific
devices
• VoIP Gateways
• Integrated voice,
video & data
applications
• Enterprise wide
application
optimization
• Deploy and
leverage IP
infrastructure
• Rich multimodal
user experience
• Dynamic
applications
• Comm-Enabled
Business
Processes
• Built on
Converged
Networks
Best
Effort
Integrated
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Modular Systems
Avaya – Proprietary & Confidential.
Service Oriented
Architecture
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Business Imperatives
Intelligent Communications
Embedded
into Business Processes
Intelligent
Communications
Solutions
© 2006 Avaya Inc. All rights reserved.
Avaya – Proprietary & Confidential.
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Intelligent Communications Solutions
IP Telephony
Unified
Communications
Contact
Centers
Communications
Enabled Business
Processes
Reliable
Multi-modal
Communication
Worker
Productivity
Improved
Customer
Service
Business
Efficiency
IP Telephony provides the rich foundation for
Communication Applications
Unified Communications: Unified experience, intelligence
and best in class functionality
Contact Centers: not just Customer Service, but an
enterprise ready to serve
Communications Enabled Business Processes via APIs,
web services and orchestration
© 2006 Avaya Inc. All rights reserved.
Avaya – Proprietary & Confidential.
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Intelligent Communication Solutions
Customer Value & Key Attributes
IP Telephony
Unified
Communications
Contact
Centers
Communications
Enabled Business
Processes
Reliable Multi-modal
Communication
Worker
Productivity
Improved
Customer Service
Business
Efficiency
SIP, IP, Digital &
Analog
Cross Network
Management
Scale
Security
Simplification
Avaya Support, Consulting, & Systems Integration
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Avaya – Proprietary & Confidential.
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SIP is a Key Enabler of Intelligent Communications
Multi-Vendor Interoperability
Presence and Events
Native Support for Multimedia
Easier Call-Context Integration (CCI)
© 2006 Avaya Inc. All rights reserved.
Avaya – Proprietary & Confidential.
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Converged Communications
Enterprise
Service Provider
Interworking
over SIP
Application Services
IMS
Service Execution
IP Multimedia
Framework
Subsystem
Access Control
IP Telephony
Server
Data
Network
Small
Office
PSTN
Mobile
Network
Data
Network
Required Attributes:
WiFi/
WiMAX
PSTN
Small
Branch
Mid-Size
Campus
•SIP, H.248, H.323, QSIG Networking
•Presence: Enterprise-Wide & Federated
•Scale up to Large, down to Small
•Multiple Domains: P2P and Centralized
•Next Generation CTI: Call and Context
Avaya Support, Consulting, & Systems Integration
© 2006 Avaya Inc. All rights reserved.
Avaya – Proprietary & Confidential.
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Intelligent Communications Solutions
Customer Value & Key Attributes
IP Telephony
Unified
Communications
Contact
Centers
Communications
Enabled Business
Processes
Reliable Multi-modal
Communication
Worker
Productivity
Improved
Customer Service
Business
Efficiency
Unified
Access
Mobility
Telephony
Messaging
Conferencing
Video
Presence
Multi Vendor
Avaya Support, Consulting, & Systems Integration
© 2006 Avaya Inc. All rights reserved.
Avaya – Proprietary & Confidential.
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Increased Productivity for the Information Worker
Deployed in Multiple Ways
Communications
Driven
IP Telephony
Audio
Conferencing
Voice Messaging
Video
Conferencing
Web
Conferencing
Instant Messaging
Presence
© 2006 Avaya Inc. All rights reserved.
Productivity
Apps Driven
Importance of
Industry Standards
Allows for flexibility &
extensibility
Easy Access to
Enterprise Applications
Consistent
implementation of
Business Rules &
Policies
Enables presence to be
federated & shared
No one vendor will
provide it all – multivendor by design
Avaya – Proprietary & Confidential.
Email
Document
Management
Calendar
Web
Conferencing
Emerging
Web Tools
Presence
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Increased Productivity for Workers
Wherever They Are
At Desk or On Campus
On the Road
Airport
Consistent user experience
Variety of environments,
networks & devices
Centralized Intelligence/Control
Interoperability via Standards
Accessible to employees and
customers with disabilities
© 2006 Avaya Inc. All rights reserved.
Remote or At Home
Home
In collaboration with “best of class”
mobility partners
Avaya – Proprietary & Confidential.
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Intelligent Communications Solutions
Customer Value & Key Attributes
IP Telephony
Unified
Communications
Contact
Centers
Communications
Enabled Business
Processes
Reliable Multi-modal
Communication
Worker
Productivity
Improved
Customer Service
Business
Efficiency
Routing
Reporting &
Analytics
Self Service
Proactive Contact
Multi-channel
Quality Assurance
Avaya Support, Consulting, & Systems Integration
© 2006 Avaya Inc. All rights reserved.
Avaya – Proprietary & Confidential.
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Avaya Customer Interaction Suite
Right People, Right Time, Right Information, Superior Result
Supplier
Customer
Experience
Analytics
Contact Center
Contact
Center SW
Multi Channel
Service
Operational
Reporting &
Mgmt
Branch
Mobile Worker
Quality
Assurance
Work at Home
Agent
Personalized
Service Mgmt
Customers
Proactive
Contact
Resident
Expert
Resident Expert
Speech
Self Service
International
Contact Center
Partners
© 2006 Avaya Inc. All rights reserved.
Avaya – Proprietary & Confidential.
‹#›
Intelligent Communications Solutions
Customer Value & Key Attributes
IP Telephony
Unified
Communications
Contact
Centers
Communications
Enabled Business
Processes
Reliable Multi-modal
Communication
Worker
Productivity
Improved
Customer Service
Business
Efficiency
Process Integration
Service Orchestration
Event Processing
Notification &
Response
Avaya Support, Consulting, & Systems Integration
© 2006 Avaya Inc. All rights reserved.
Avaya – Proprietary & Confidential.
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Communications Enabled Business Processes
A Definition…
Provides business processes
and applications with the ability to initiate and
track real-time multi-channel communication
with process users and decision makers
Objective: Make processes more efficient
© 2006 Avaya Inc. All rights reserved.
Avaya – Proprietary & Confidential.
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Communications Enablement
Business Processes - TODAY
The business process stops
- waiting for human
response and action
Human latency is introduced
Process is vulnerable
to human error
Communications Enabled Business Processes
Human interaction is embedded-in,
and controlled by, the business
process
Communications are invoked
as required
Interactions are fully closed-loop
© 2006 Avaya Inc. All rights reserved.
Avaya – Proprietary & Confidential.
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Communications Enabled Business Processes
Customer Business Processes
Innovative SOA design
with 22 patent applications
Consulting, Custom Software,
Integration & Ongoing Support
Services & Maintenance
Web Services
Adaptors
Events
Avaya
Communication Enabled
Business Process Solution
Avaya
Communications
Process Manager
A software solution
that enables Avaya
communications applications
to be integrated into customer
business processes through
customizable Web Services
SIP
SIP
TTS/IVR
Mobility
Conf.
Messaging
Telephony
Presence
Avaya Communications Resources
© 2006 Avaya Inc. All rights reserved.
Avaya – Proprietary & Confidential.
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Communications Enabled Business Processes
Contact Centers
IP Telephony
© 2006 Avaya Inc. All rights reserved.
USER
Unified
Communications
INFRASTRUCTURE CUSTOMER
Communications
Enabled Business
Processes
PROCESSES
Key Component of Avaya Intelligent Communications
A holistic combination of technology,
consulting, and services that integrates
Avaya Intelligent Communication within your
business process
Avaya – Proprietary & Confidential.
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Thank You
IP Telephony
Unified
Communication
Contact
Centers
Communications
Enabled Business
Processes
Reliable
Multi-modal
Communication
Worker
Productivity
Improved
Customer
Service
Business
Efficiency
This is Avaya …. How can we help you?
© 2006 Avaya Inc. All rights reserved.
Avaya – Proprietary & Confidential.
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