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Enterprise Application Innovation and Integration :How can we ensure “if we build it, they will come”

Vico LoquercioCTO Avaya Government Solutions

lloquercio@avaya.com

Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy

User experience in the multi-touch era is critical

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The Challenge

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The Speed of Technology Adoption & Adaption

Reaching100’s of Millions of

Users

75 Years

38 Years

13 Years

4 Years

3.5 Years

30 Months

30 Days

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Speed of innovation begets speed of integration

An app comes out on Thursday Bob the VP will buy one on Friday

He’ll ask IT how to use it on the enterprise network on Friday You still have to come to work on Monday

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Shift to Smart Devices Has Widespread Impacts for Innovation and Integration

Enterprise Communications Environment

Enterprise Network InternetCellular

Mobile Communications

Office identity and Mobile identityOffice number and mobile number

Office voice mail and mobile voice mailEnterprise dial plan vs. External number dialing

Corporate IM/Chat/Presence and Mobile IM/Chat/PresenceCorporate directory vs. Local contact lists

Corporate conferencing vs. mobile conferencing service

Expect seamless & consistent functional and user experience

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Inhibitors to Innovation and User Adoption

Closed

Information SilosAnchored to Enterprise

Cost to Integrate

Complexity

Unsecure

Network & QoE

MonolithicNon-customizable

Manual Processes

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Closed

Information SilosAnchored

Financials

Complexity

Unsecure

Overloaded

Monolithic Systems

Manual Processes SecureCloud Services

OpenSimple Integration

Automation

QoE Analytics Mobility Contextual

Customization

Enablers to Innovation and User Adoption

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Develop

Integrate

The Iterative Cycle to Achieve Optimal User Experiences

Spectrum of Touch Points

Leveraging theAppropriate Channels

UsingPreferred Devices

EmployingContextual Services

EnsuringOperational Excellence

Ensuring Operational or Business outcomes

Providing aPersonalized Experience

Customize

Measure

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Enter API’sApplication Programmable Interfaces

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What is an API?

Describes rules for communications

Discovery Trigger

De-constructs an application for customization

Unlocks latent value in data and information assetsExposes Read-Write Access to Applications

Communication APIs can enable apps. or process with com. channels

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Who Uses APIs and API platforms?1. Developers – building an app or solution that needs communications.

2. Entrepreneurs - coding to build abusiness.

3. Enterprise developers - coding to solve an enterprise’s business need and creating an operational outcome problem as part of projects managed

4. Enterprise product managers, IT managers and security people –department or product owners who have a specific need for their product or solution

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Introducing Avaya Aura BreezeNext Gen Innovation Platform

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Avaya Breeze Application Innovation & Customization Platform

Any TouchPoint

Chat

Co-BrowseSocial Media

EmailWebRTCVoice

ChatbotSMS

• Rapidly customize end user experience• Rapidly communicate enable any

application or process (i.e. “mashups”)• No Coding Required• Graphical drag and drop graphical

environment & SDK• Cloud or premise accessible• Modular open architecture with

extensive library of re-usable Snap-ins (Avaya SNAPP store, 3rd-party, custom)

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A few of hundreds of possible example uses

Smart Collab – proactive incident Rules based call redirect/ID change and dynamic team formation

Leading Medical Provider‘Code red’ app for dynamic team formation when there’s a pre-determined emergency

Large Outsourced Contact CenterAgent displays representing a particular business for granular per call/minute charge back

Technical TrainingBuild reusable SMS text messaging service to support a variety of institutional needs

Voice BiometricsDirect and authenticate callers based on voice signature

Fed Agency support servicesCall redirection app across global branches for staff to reduce logjam in contact center

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