Avaya Sip Within Your Enterprise

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

SIP Within Your Enterprise, Simplifying Business Communications While Lowering Costs

Darren Verette

Avaya Solution Consultant – Avaya’s Business Communication Solutions Group

http://www.avaya.com/master-usa/en-us/resource/assets/premiumcontent/sipfordummies.pdf

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

Introducing the SIP Session Manager and its Benefits2

SIP Considerations in Customer Contact3

Business Drivers for SIP and Technology Direction1

SIP can be called a “rendezvous” protocol. That is, it allows endpoints on the Internet to discover, locate, negotiate, and establish sessions. What kind of sessions? Any kind of sessions. SIP is used to establish VoIP (of course), video, gaming, text, call control.

SIP is an open protocol standard, with an active working groupon the Internet Engineering Task Force (IETF). Avaya and othermajor companies are active in the IETF SIP working group andin other industry groups, working to ensure that SIP-enabledsolutions work across businesses and enterprises with a variety of legacy, new, and evolving networking and telecommunicationsinfrastructures and products to enhance and revolutionize the world of real-time business communications.

SIP is used to identify, locate, and enjoin parties who want to communicate using any peer-to-peer media type. However, SIP does not transport the media itself: That is handled by codecs within the communications programs or devices.

Session Initiation Protocol

Technology ShiftUsing SIP for Business Advantage

Application

Connection

Network

ISDN and TDM

IN/SS7Overlay

Pre 2000

Application

Connection

Network

CTIOverlay

2000 - Today

IPConnection

Network

Tomorrow

Peering andLoose Coupling

App App

SIP Presence

ApplicationsEverywhere

FlattenConsolidate

Extend

Session Initiation Protocol

Presence allows your employees and customers to communicate more efficiently.

User-centricity gives your users more flexibility and options while improving control of technology and greatly simplifying device (and communications)management.

Multi-modal capabilities provide a richer communications experience and empower your business to better serve your customers.

Simplified architectures promote interoperability while simultaneously allowing your business to reduce costs, rapidly deploy new applications and solutions, and grow with your business.

SIP Helping You Achieve Your Business Goals

“How can I reach you…?”

Home Number

Office Number

Direct Number

Fax Number

Mobile Number

Text Messaging SMS

IM Screen Name or Alias

Facebook/Social Networking

Corporate Email

Personal Email

Common Customer ScenarioLegacy Consolidation, Incremental Evolution

• Heterogeneous multi-vendor mix of TDM and IP• Too complex and costly to “rip and replace” everything in one step• How to get significant cost savings now?• How to securely add incremental UC applications now?• Old costly stand-alone branch/store systems, mobile workforce, etc.

Business Challenge

• Core SIP routing for new and old (use gateways to legacy)• Centralized dial-plan, on-net calling, SIP trunking to core (not edge)• Deploy SIP applications by user: conferencing, mobility, UC, CEBP• Roll out centrally managed branches• Replace legacy incrementally

Solution delivering Cost savings, TCO, Productivity

VideoSystemsVideoSystems

Communication SystemsCommunication Systems

DataCentersDataCenters

Communication SystemsCommunication Systems

Contact CentersContact Centers

ConferencingServicesConferencingServices

EnterpriseApplicationsEnterpriseApplications

ENTERPRISENETWORK

Complexity

A Business User Wants….

The right APPLICATIONS needed to perform their job at any point in their day..

Wireless

LANWiFI…while CONNECTED to

any network..

.. and ACCESS them from any device or location.

In most cases, they can’t. Why?11

Today’s Objective:

To share the key that solves this problem, it’s business

impact & projected implication on real-time

communications in the enterprise.

Introducing the SIP Session Manager

Global Routing Policy

Registrar Server. When users come online, they need to make sure that others are aware they’re available to take and make calls. The Registrar authenticates and registers users when they come online, and stores information on the users’ logical identities and the communications devices or physical entities (IP address) of the communication devices they can use. The devices are identified by their URIs.

Location Service. As users roam, the network needs to be continually aware of their locations. The location service is a database that keeps track of users and their locations. The location service gets its input from the registrar server and provides key information to the proxy and redirect servers. A SIP proxy or redirect server uses this information to obtain the mapping from logicalSIP addresses to physical SIP addresses, so that communication sessions can be properly established and maintained.

Registrar and Location Function

Connecting User to User – Not Device to Device

Enterprise Wide Registrar

SIP Entities and Security Agent

Trusted SIP Entities Across the Enterprise

Network Routing Policies

Making Calls Outside the Enterprise

Harnessing Network Cost Savings

Least Cost Routing

Policies for the Enterprise and the End User

Individual Policies

Session Manager User Profile Applications

Green Benefits of SIP-based ArchitecturesSoftware configurations significantly reducing hardware needs

Traditional approach242 Rack Units

New approach54 Rack Units78% reduction

40,000 users2 Data CentersFull redundancy

Immediate Opportunity: 12 month ROI

$12 Million Savings / Year

$11 Million Savings/ Year

$20 Million Savings / Year

$ 10 Million Savings / Year

Global Bank

ConsumerService Provider

High Tech Manufacturing

Global Consulting Firm

Total Savings by 4 Customers: $53 Million

Carrier Costs Savings

Reduced outsourcingPSTN costs

Travel and International Mobile

Calling

Reduced Infrastructure, Carrier

Improved customer service

A Day in the Life of Customer Service

Observations on two separate visits

Most frequent calls:

– When does my product ship/arrive?

– Question about payments

– Of the 33 calls observed, 5 were related to shipping (15.5%)

– Of the 33 calls observed, 12 were “complex” (36.2%)

– Of the 33 calls observed, 4 were transferred to Credit Provider (12.1%)

– The remaining 12 calls vary significantly in caller intent and complexity (36.2%)

Straight forward – low hanging fruit

Moderately complicated – Assisted SS

Multiple inquiries/Complex question

Could be avoided via improved routing

Call Center

Call Scripting, Caller OptionsLoad Balancing

CommunicationManager

Current State

Peripheral GW

High cost-per-call*Non-optimized self-serviceNo intelligent wait treatmentInconsistent OutcomesSilos of technologyAdded infrastructureExcessive Maintenance andAdministration

*Due to take-back and transfer fees

Pre Route

Self Service

When does my item ship? What’s my balance? When is my next payment? – 2:20 seconds

Return product – How do I return?

When will my product be delivered?

– No caller id

Can I pay my bill online?

May I return the product? - 3:20 seconds

I’m going to return an item and I’d like to debate the shipping fee – 2:00

Is the item still available? – 54 secs

Call Observation – Categorization

Straight forward – low hanging fruit

Moderately complicated – Assisted SS

Multiple inquiries/Complex question

Could be avoided via improved routing

There is value in considering new models for customer routing

What do these findings reveal?

A Transformational Solution for Operations, ITand Customer Relationship Imperatives

SIP Intelligent Customer Routing

– A.K.A. Customer Context Routing

– Intelligent Wait Treatments

– Next Generation Multi-Modal Customer Contact

– Call Context Routing

– Workflow

– Proactive Outbound Notification

– SIP Load Balancing

– Self Service Functions

SessionManager

DataNetwork

CommunicationManager

ServiceProvider

CommunicationManager Feature Server

Agent Requested

Call Scripting, Caller OptionsLoad Balancing

Caller specific wait treatment, cross sell, segmentation

Gateway Home Agent

Future StateCost Take Out

All ongoing costs associated with take back and transfer, Geotel dip fees (SS7) and BPOIVR are eliminated

Home Agents (now working parcel shifts as neededfor surge) are cost-optimized

BPO agents are now 100%reported and observablethrough DC systems

Travel upgrade sold while customer is in queue! Today, your customer is captive listening to music while in queue…

Voice Portal

Carrier

Call Center

Call Scripting, Caller OptionsLoad Balancing Communication

Manager

CustomerContextAware

Customer Specific WaitTreatment

Example:10% of Customer ServiceCalls Deflected = $262,000 yr.7.5 Agents @ $35K

Ms. Davis, thank you for calling Cust Service!A customer service agent will be right with you. Your recent order of the Denim Pants shipped On Monday, June 8th and is scheduledto Arrive on Friday, June 12th. Your package wasShipped via FedEx Ground. Your shipping Number is 5552345. To repeat this information,Simply press 1. If this completely satisfies yourreason for calling today, please press 2 andhang up…

Uses Voice Portal as primary control point/queue point

New Routing Application for ACD load balancing

SIP Call Context Integration reduces CTI complexities

Enhanced Wait Treatment via an application on VP

Key Benefits of SIP in this Role

Reduces PBX footprint -- lower OPEX, and CAPEX

Allows businesses to migrate from legacy ACDs (ex: Nortel) to CM

Eliminates the need for complex, expensive pre-routing CTI solutions (lower OPEX and CAPEX)

Reduces the need for proprietary post-routing CTI solutions (lower OPEX and CAPEX)

Improved customer experience and satisfaction

Up-sell / Cross-sell opportunities

Session Manager

Shipping NotificationOutbound CampaignBuilt on Future State

CarrierNetwork

Campaign Build

OrderShipped

ICR/ProActive Outbound

Script/SpeechDeflection of inbound calls seeking

shipping date and date of arrival

LaunchCampaignShip Date

Tracking Number

Ms. Davis, This is ABC calling with a shipping update! Your recent order of the Sterling Silver Platinum & 18K Vermeil Blue Amethyst Etruscan Ring shipped On Monday, May 18th and are scheduled to Arrive on Friday, May 22nd. Your package was Shipped via FedEx Ground. Your shipping Number is 5552346. To repeat this information, Simply press 1. Enjoy your ring!

SessionManager

14-Day Extended Warranty Outbound CampaignBuilt on Future State

CarrierNetwork

Campaign Build

LaunchCampaignPay-Type

Confirm User BioMetrics

14 Day Customer

ICR/ProActive Outbound

Script/Speech$169 Warranty on Flat Screen,

Multiplied by just 10 customers per day = $600,000/YRJust for Flat Screens!

Mr. Douglas, this is a courtesy call from ABC! We trust you are enjoying your newMitsubishi HDTV! We wanted to advise you that today is the last day you can add the full 2 year Protection Plan to your purchase. Why notadd this important coverage to your purchase now? If you’d like to proceed with this coveragesimply authorize the addition by entering…

SessionManager

Data Network

My MobileCustomer Care -Built on Future State

CarrierNetwork

Step 1

“Work” (Phantom Call)Placed in queue

Step 2

Customer specific wait treatment,

EWT,cross sell,

segmentation

Step 3

Pre CallWork

Step 4

ICRStep 5

Step 6

Analytics

Return on Investment Areas of Pursuit

http://www.avaya.com/master-usa/en-us/resource/assets/premiumcontent/sipfordummies.pdf

Thank you!

Questions / Discussion

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