Upload
truongcong
View
220
Download
3
Embed Size (px)
Citation preview
AVAYA Cloud SolutionsLee Williams –Director of Sales, Avaya!
The image cannot be displayed. Your computer may not have enough memory to open the image, or the image may have been corrupted. Restart your computer, and then open the file again. If the red x still appears, you
© 2015 Avaya Inc. All rights reserved. 16
The
...but only 48%
of organizations have initiatives in place to reduce customer effort
Consumers Are Demanding… Businesses Are Battling To Meet Demands…
would rather spend money with organizations that are easy to do
business with
Physical Digital
Retail Location
Kiosk Terminal
Self Service
Live Agent
Sales Specialist
Direct Mail
Social Media
Corporate Website
Mobile Platform
Messaging Interaction
App Team
Contact Center Marketing Marketing
Sales
83% of organizations can’t deliver all
requirements for completely blended customer experience...
Sources: • Dynamic Markets, 2014 • BT and Avaya, 2015
The World Has Gone Digital
© 2015 Avaya Inc. All rights reserved. 17
Avaya Cloud Solutions Drivers
Cuts & Rationalisation, Downsizing, Mergers & Property Consolidation, Efficiency Improvements is the new norm. Increase in demand and expectations from changing Public expectations.
Challenges Citizens requirements are becoming more complex and diverse with growing expectations. Personalisation and Choice No Longer Satisfied with One Size fits all.
Move at the pace of your customers.
Cost, Demand, Capability
© 2015 Avaya Inc. All rights reserved. 18 18
Avaya Cloud Solutions: Engagement-as-a-Service …Enabling You to Move at the Speed of Your Customers!
Engagement-as-a-Service
Omni-Channel Customer Engagement
Enterprise Wide Team Engagement
Actionable Insight
Increase CLV
Always On Control without Cost
Pay as you Go / Grow
© 2015 Avaya Inc. All rights reserved. 19
A strategic partnership to develop the mid-market and enterprise cloud CaaS market
• A global relationship for over 20 years
• BT Wholesale/Avaya multi-year agreement signed in May 2014
– Joint investment in a cloud CaaS platform – Avaya Aura® Contact Centre and UC technologies delivered
over BT Wholesale’s strategic voice infrastructure – A joint go-to-market agreement
• £10m joint investment to date rising to £50m over 5 years
One of the world’s largest providers of contact centre and unified communications services
The UK’s leading wholesale communications business
© 2015 Avaya Inc. All rights reserved. 20
So – what does Avaya Cloud Solutions offer?
AVAYA CLOUD SOLUTIONS
• Resilient and secure network with QoS
• Scalability
• Cost efficiency
• Future-proofed / evergreen
• Utility (consumption-based) model
• Best of private and public cloud
• Full Avaya Aura Enterprise solutions in a public cloud
• Service Level Guarantees
• Carrier-grade network connectivity
• Geo-resilient
• Single desktop to network solution
© 2015 Avaya Inc. All rights reserved. 21
Avaya Aura Enterprise reference architecture
ACCM 7 Cloud/SP Edition
Communication Manager 6.2 (include Call Centre Elite)
Session Manager 6.2
System Manager 6.2
Utility Services 6.2
VPFM 3.0.2 vCenter WebLM 6.2
Application Enablement Server 6.2
Secure Access Link 2.2
Elite Multichannel
(EMC)
Workforce Optimisation
Avaya Aura® Messaging CMS Experience
Portal
AVAYA NETWORKING
VMWARE VSPHERE HIGH AVAILABILITY WITH DISTRIBUTED RESOURCE SCHEDULER
SESSION BORDER CONTROLLER AND FIREWALL
ACM Web Client
96x1 96x0 One X Attendant
One X SIP
Voice
EMC Desktop
Multichannel
ACM Web Client
96x1 96x0 One X Attendant
One X SIP
Voice
EMC Desktop
Multichannel
Cloud Tenant 1 Cloud Tenant 2…N
© 2015 Avaya Inc. All rights reserved. 22
Avaya Elements of the Offer – Delivering Rich Feature Set
Enterprise Wide Team Engagement (aka UC)
Actionable Insight (aka Contact Centre)
Omni-Channel Customer Engagement (aka Contact Centre)
Basic IPT & Voicemail
Foundation
Mobility
Basic Agent (Elite and CMS)
Call Recording (Avaya Contact Recorder)
Multi-Channel (Elite Multi-channel)
CTI - TSAPI / DMCC (AES)
Self Service – DTMF (Avaya Aura Experience Portal)
Contact Centre MIS (ANAV)
Workforce Management Basic (Avaya Workforce Management)
Workforce Management Advanced (Avaya Workforce Management)
Outbound (Elite Multi-channel)
Supervisor (Basic Agent and Supervisor)
Control
Manager (ACCM 7
Cloud / SP Edition)
Communication Manager
Session
Manager
System Manag
er
Utility Service
s vCen
ter WebLM
VPFM
Avaya Aura
Messaging
Networking
© 2015 Avaya Inc. All rights reserved. 23
ACS – a geo-resilient architecture, delivering carrier-grade service
Aura Cloud reference
architecture
BT data centre BT data centre
BT Network BTW SIP Trunking
End-customer
BTW Ethernet
WAN Access
HA DRS clusters
HA DRS clusters
ACS SERVICE BOUNDARY
CUSTOMER SERVICE BOUNDARY
© 2015 Avaya Inc. All rights reserved. 24
Delivering an end-to-end service
BT data centre BT data centre
BT Network BTW SIP Trunking
End-customer
BTW Ethernet
WAN Access
HA DRS clusters
HA DRS clusters
Call processing availability 99.99% pa
CALL PROCESSING IS UNDERPINNED BY SERVICE LEVEL GUARANTEES SLGS TRACKED BY END-CUSTOMER LEVEL
ACS SERVICE BOUNDARY
CHANNEL PARTNER SERVICE BOUNDARY
© 2015 Avaya Inc. All rights reserved. 25
Complete managed service
Gateways
Networking
Applications
Session border controllers
Compute
Storage Integrated support
Integrated management
TOTAL INVESTMENT TO DATE £10,000,000
Everything needed for business communications in a pre-integrated, pre-tested, plug and play solution
© 2015 Avaya Inc. All rights reserved. 26
What’s the difference with the commercial model offered by Avaya Cloud Solutions?
• Billing based on usage
• Available as a service
• Additional elements can be ‘turned on and off’ as required
• Average high water mark model for calculating contact centre usage
Based on profile consumption
© 2015 Avaya Inc. All rights reserved. 27
Average high water mark pricing model
• A ‘peak concurrent usage’ model would charge for 110 agents
• The ACS AHWM model charges for 71 agents
• Delivers incremental savings of circa 35%
0
20
40
60
80
100
120
140
160
180
01-Jan 08-Jan 15-Jan 22-Jan 29-Jan
DAILY VOLUME OF CC AGENTS ACROSS A TYPICAL MONTH
Standard scenario Burst scenario
• A ‘peak concurrent usage’ model would charge for 161 agents
• The hosted Avaya HWM model would charge for 81 agents
• Reduction of 51%
TYPICAL CC PROFILE
BURST SCENARIO
110
161
© 2015 Avaya Inc. All rights reserved. 28 © 2015 Avaya Inc. All rights reserved. 28
Benefits of the commercial model offered by Avaya Cloud Solutions
• Enhanced flexibility to respond to user needs
• No capex for new functionality
• No upgrade costs
• Minimum contract length (12 months)
• Access to the full Avaya Aura Enterprise Solution Suite
• Focus on business transformation projects
• Facilitates business continuity
© 2015 Avaya Inc. All rights reserved. 29
What Does Avaya Cloud Solutions Offer?
Engagement-as-a-Service
• Leaner, faster provisioning
• System management and control exposed to end customer
• Single vendor management
• Flexible options for Private, Public and Hybrid deployment enabling enterprises to transition at their own pace
Cost efficiency and predictability with usage based pricing – Incremental savings of up to
35% vs ‘typical’ OPEX Model
Lower Total Cost of Ownership through lower support, training and staffing costs – Cumulative cost saving of
15% over 3 years vs CAPEX Model
Service Level Guarantees
• Fully integrated, feature rich solution from industry leaders
• Resilient and secure network with QoS
• Scalability, with flexibility
• Future-proofed / evergreen – access to the latest capabilities
• Carrier-grade network connectivity
Business Financial Operational