The Avaya Strategy – Steve Edmonds

The Avaya Strategy Steve Edmonds

© 2013 Avaya Inc. All rights reserved. 25 25

Our Portfolio

Fabric Networking Solutions

Glo

bal S

ervi

ces

Engagement Environment

Customer Engagement

Solutions

Team Engagement

Solutions

3rd Party Business

Applications

Partner E

nablement

Mobility

Cloud

Capabilities Solutions Third Party

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

Avaya Customer

Engagement Solutions


Avaya Has The Right Solution for You

Out the Box To Get You Up and Running Quickly

Flexible

To Meet Your Unique Requirements

Specialized Solutions

Solutions to Solve Key Business Challenges

Full Stack For a Complete Enterprise Communications Solution AVAYA

CUSTOMER

ENGAGEMENT

SOLUTIONS On Premise To Capitalize on Investments and Expand Control

In the Cloud

To Minimize Investment and Get to Market Quickly


Today “AS IS”

Tomorrow “TO BE”

Business Strategy

People, Culture & Process

Technology Strategy

Financial Assessment Transformation

Our Approach

Helping Organizations Deliver High Customer Engagement and Increase Customer Lifetime Value


Fabric Networking Solutions

Glo

bal S

ervi

ces

Customer Engagement

Solutions

Team Engagement

Solutions

Engagement Environment

Mobility

Cloud

3rd Party Business

Applications

Partner E

nablement

Customer Engagement Solutions

Actionable Insight

Avaya Customer Engagement Solutions

Actionable Insights. Better Engagement. Superior Results. Full Stack Enabling Pervasive Engagement in Enterprise and Midmarket

Avaya Solutions

Enterprise-wide Team Engagement

Omni-Channel Experience

© 2013 Avaya Inc. All rights reserved. 30

Avaya Aura® Contact Center Solution Overview


Avaya Aura® Contact Center Solution

Customer

VOICE

OUTBOUND

SCREEN POP

CALL RECORDING

REPORTING/ANALYTICS

VOICE (SELF)

INTELLIGENT ROUTING

EMAIL

WEBCHAT

INSTANT MESSAGE

SOCIAL MEDIA


! Skill based routing, service level routing, service level management, connecting the customer with the best resource

! Real-time displays, historical reporting, over 130 pre-defined reports, report customization

!  Inbound/Outbound voice, email, web chat, SMS, IM, Fax, scanned docs, and social media

Unified Multichannel Agent Desktop Singular Workflow Open, Web

Services APIs

Routing and Resource

Prioritization

Multichannel

Contact Center

Unified Reporting And Performance

Monitoring

Avaya Aura® Contact Center An All-in-One Multichannel Contact Center Solution

! Screen pops, customer history, expert access, home agent options

! Create workflows that merge the CC and Business process - Call back, routing work/tasks to the CC,

! Single graphical workflow management for assisted, self-service, and social media


Self Service Recording,

Scheduling…

Avaya Aura® Contact Center Solutions for Today’s Requirements……and Tomorrow!

Avaya Presence

Server

Avaya Social Media

Manager

Email

Social Media

Inbound Voice Video

Web Chat

SMS

IM Instant Messaging Agents

End Customers

Avaya Aura®

Contact Center

Expert Assist

Skillsets

Back Office

Avaya Aura Experience

Portal

Avaya Workforce

Optimization

Management & Administration

Open Queue Any

“WORK”

Preview/ Progressive Outbound


Avaya Aura® Contact Center High Availability

! Zero downtime via hot standby ! Native SIP ! No loss of sessions in progress ! HA for sessions newly arriving ! Zero touch auto-recovery of agent interface

– Agent Login, Ready state automatically preserved

! Preservation of session and SIP stack state in real-time


Summary

35

! Allows customers to connect with businesses through the channel of choice

! Brings together customer service and social media to tap into new markets

! Enhances agent and supervisor efficiency ! Merges contact center processes with

enterprise business applications and strategies

! Avaya Aura Contact Center is an architecture for the future

Elite Multichannel 6.4

Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 37

Avaya Aura Call Center Elite Multichannel Feature Pack (AKA Elite Multichannel)

–  Extends Avaya’s Award Winning Call Center Elite – Add new channels with ease

–  Adds multichannel capabilities for up to 400 concurrent agents

–  Email, Web chat, SMS, Fax, and outbound dialing (Preview and Progressive)

–  Screen-pops –  Unified agent desktop –  Simple to manage and deploy –  Runs on customer provided Windows servers –  Uses CMS for consolidated reporting (recommend CMS

17.x)

!  Available on Elite 5.x and 6.x

Add Multichannel and Preserve Elite Investment

Call Center Elite Multichannel Agent

Desktop

Multichannel work item


A Complete Contact Center Solution

Proactive Outreach Manager

Customer Connections Mobile

Avaya Aura WFO

CMS Unified Reporting

One Touch Video

Speech Analytics

Experience Portal

one-X Agent

Avaya Aura®

Communication Manager

Avaya Aura® Call Center Elite

Elite Multichannel

Social Media


Elite Multichannel 6.4 Capacity

!  The capacities of Elite Multichannel are the same for both physical and virtual environments

!  The capacities for a single box deployment where all EMC process are deployed on one server (the same for physical and virtual environments)

Voice Agents

Call Volume

MultiMedia Agents

MultiMedia Volume Total Agents

1000 10,000 --- --- 1000 --- --- 1000 4000 1000

1000 8,000 400 2000 1000

Voice Agents

Call Volume

MultiMedia Agents

MultiMedia Volume Total Agents

400 4,000 400 2000 400


Avaya Contact Center Select


Avaya Contact Center Select

! Full, blended multichannel ! 10 to 250 agents

– Agents can be voice only, multichannel only or both!

! Single or multiple locations –  In the office – Remote

! Inbound/Outbound/Call Back ! Comprehensive self-serve and

Voice recognition –  Integrated with Avaya Experience

Portal ! Business continuity with IP Office

Select


Call Reporting and Call Recording

! High impact, fully customizable web based management and administration

! Historical and real time reports – all channels – Export to PDF, Excel, CSV – Automatic and Manual – 50 ‘canned’ templates

! Call recording for every agent – Easy search and replay

“You can’t manage what you can’t (or don’t) measure!”


Agent and Supervisor Desktop

! Full multi-channel management ! Consistent handling of multiple

contacts ! Sharing of customer details,

screenpops on transfer ! Reason/disposition codes ! Full supervisor management

– Force agent state – with reasons

ü History of all contacts types Screen pops

ü Presence ü Real-time statistics ü Full session control


Single site 30 agents

30 to 250 agents Up to 32 locations

IP Office 500v2 R9.0.3

IP Office Server Edition R9.0.3

• Partner provided server • Avaya provided server • Virtualized

Avaya Contact Center Select Configuration

Application server (VMPRO)

1 x HD contact recorder 1 x HD VMPRO

Hard disk installed in server for

contact recorder

• Partner provided server • Avaya provided server • Virtualized

Windows 2008 Server R2, SP1

Windows 2008 Server R2, SP1


Avaya Engagement Development Platform

Flexibility To Meet Your Unique Requirements

Performance and Analytics

Media and Devices

Open APIs Avaya Aura® System Manager

Media and Video

Avaya Engagement Development Platform

Avaya Aura® Experience Portal

Avaya Aura® Contact Center

Avaya Aura® Call Center Elite

WebRTC Collabor-

ation Designer

Real- Time

Speech

Context Store

Work Assign-

ment

Mobile Video

Reporting &

Analytics

Avaya Snap Ins Scopia iView

Session Manager

CUSTOMERS ENTERPRISE

Avaya Interaction Center


Avaya Team Engagement

Solutions

Avaya Mobility Customer Outcomes and Benefits

Enabling workers to be as productive at home or on the road as they are when in the office … independent of device, device ownership, network or location

Productivity Increased availability & responsiveness

Collaboration Increased innovation | improved decision making

Reduced costs Lower mobile LD & roaming | real-estate home office expenses

Employee satisfaction Increased engagement & retention

Network efficiency Minimal bandwidth | lower TCO

BE

NE

FITS

BYOD

Distributed &

Mobile Workforce

Avaya Mobility Solutions

CONSULTING SERVICES

! Mobility Strategy Discovery Workshop

! Mobility Readiness Assessment

! Mobility Strategy Planning and Design

USER EXPERIENCE

! Mobile clients for iOS, Android, Windows, & Mac

! Fit for purpose desktop & video endpoints

! WebRTC

APPLICATIONS

! High scale / small footprint audio/web/video conf

! Interoperable room / mobile video via CPE or cloud

! Messaging persistence across time and devices

! Single number reach

SECURITY

! Single solution to make connections more secure: SIP trunks, remote workers, CC agents, conference guests, WebRTC sessions

! Policy based network access and self provisioning

INFRASTRUCTURE

! Enterprise or Mid Market platform

! Snap In architecture for application development

! Application aware Wi-Fi

End to end solution to address a wide array of mobile scenarios: Road Warrior | Teleworker | Enterprise Roamer | Desk Worker

!  HD voice & video over IP !  Enterprise wide dialing with tail end hop off !  Messaging persistence across time and devices !  Single number reach: business, mobile, text, fax !  Device choice with Multi Device Access !  Audio / web / video conferencing !  Unified Messaging / Voicemail

Wireless LAN Wired LAN

3G/4G Cellular

Messaging

!  VoWiFi / dual mode !  Video: broad interop; room,

desktop, mobile !  Avaya UC on the go: iOS /

Android !  Application-aware WiFi !  Hoteling

Enterprise Roamer

Wireless Internet

PSTN

Internet

!  Desktop Video

!  Avaya UC clients or Lync integration

!  Docking station for tablets & smartphones

Desk Worker

!  Vo3G/4G or WiFi

dual mode, callback !  Mobile video !  Avaya UC on the go:

iOS / Android !  Speech assistant !  Hide mobile number !  Communication enabled

mobile apps

Road Warrior

!  HD Voice & Video to the home

!  UC Client and/or IP Phone

!  VDI for contact center or knowledge workers

!  Hide home number !  Security via SBC/VPN

Teleworker Security: Identity Engines | SBC | VPN

Voice / Video Services

Application Integration

Messaging & Presence

Web RTC

Home Office

Expense

Cellular Long

Distance Roaming

Avaya Enablement for the Mobile Workforce

Clients & Endpoints

Team Engagement for the Mobile Work-force u  Bringing Enterprise capabilities with consumer style

engagement in a single experience; u  Enterprise Voice – supporting mission critical voice

services, ensuring people can talk when and how they need to

u  Video Everywhere – enriching the quality of communication interactions

u  Persistent Multimedia Messaging – providing a social style conversation hub, with rich multimedia and multiparty capabilities

u  Rich Presence – making it easy to determine availability and reachability of your contacts

u  Integrated Video Collaboration with Interactive Content Sharing – making remote team members just as effective as face to face meetings

u  Work-flow optimized user experience u  Dynamic and contextual interface, bringing the right

engagement tools to the user to make their interactions more effective

u  Across a Full Range of Platforms u  Windows, Mac, iOS (iPhone / iPad), Android

Single, integrated UC client … Avaya Communicator

u  Consistent user experience across smartphones, desktops and tablets

u  Easy to use, consistent, intuitive social-like design optimized per platform

u  Contextual presence and controls move users through UC and collaboration workflows

u  Access point for Avaya Aura applications and services

u  Migration path for one-X®, Flare, and Scopia experiences

Making IM & Presence more effective for business …Persistent Multimedia Messaging

u  Persistent Conversations across mobiles and desktop

u  Take your messages with you! u  Regardless on Presence state on on-line availability

u  More engaging user experience

u  Utilize device capabilities to add audio, video, pictures, files

u  Single view of all open conversations allow users to manage them effectively

u  Push-button escalation from IM to call / conference

u  More efficient team interactions u  Individual or group IM conversations; initiate & leave

at will u  Send to offline users u  Subject-based conversations

u  Enterprise-class solution

u  Secure message delivery u  Seamless integration with Aura Presence u  Interoperability across Avaya endpoints & other IM

systems

All your communications on your iPad

u  Fully integrated UC experience u  Voice / video u  Rich presence u  Multimedia Messaging, u  Audio / Web / Video conferencing u  Contacts and enterprise directory u  720p / 16:9 video

u  Qualified Devices u  iOS 6.1.3, 7.X, 8.X u  iPad 2/3/4 u  iPad Air u  iPad Mini 1/2

All your communications on your iPhone

u  Fully integrated UC experience u  Voice: VoIP, Callback, dial through, mid call control u  Rich presence u  Multimedia Messaging u  Visual Voicemail u  Launch conferencing u  Contacts & enterprise directory

u  Qualified Devices u  iOS 7.1.2, 8.X u  4S, 5, 5C, 5S, 6, 6+ u  iPod Touch

All your communications on your Android

u  Fully integrated UC experience u  Voice: VoIP, Callback, dial through, mid call control u  Rich presence u  Multimedia Messaging u  Visual Voicemail u  Launch conferencing u  Contacts & enterprise directory

u  Qualified Devices u  Android 4.0 u  Samsung S3, S4, S5 Note 2 u  HTC one-S u  LG Optimus E975, G2 u  Sony Xperia Z1, Z2

Extending Enterprise Mobility without a client … ability to support any and all devices

Single Number Reach

Dial Through Aura

EC500 Extension to Cellular u  Automatic authentication via cell phone CLID, option to require station

password u  Leverage Aura network to save cost u  Maintain single number reach to simplify your access from your contacts u  Maintain enterprise identity when placing business calls (hide cell phone

number) u  Toggle EC500 on/off u  Send all calls on/off u  Calling Number on/off

Deep Integration with Microsoft Lync

!  Preserves user experience –  Click-to-call, telephony/video presence, multi-call

handling –  Choice of Calling Modes –  Escalate from IM to Avaya voice / video call –  Lync sign-in, simple install –  Mid Call Control (Release, Hold and Retrieve, DTMF,

Extend, Transfer and Conference) !  Client-side integration

–  No Lync voice licenses or devices –  Uses Lync Client SDK

!  Multi-platform support –  On-premise & Office 365 options –  Avaya Aura® –  CS 1000 / Aura

!  Extends to Microsoft stack –  Click to Call from Office, Outlook, SharePoint, Internet

Explorer and Chrome

Virtual Desktop … Avaya VDI Communicator

• Voice, IM/presence, contacts/ directory, conferencing, messaging

Collaboration

• Off loads processing of real time communications to thin client or PC and Avaya aura

Performance

• Works in various customer environments; choice of vendors within the VDI ecosystem

Flexibility

• Basic voice if connection to data center or virtual PC is down Survivability

• No Avaya hardware required • Deskphone is optional

Software only

Virtual Desktop

u  Client u  Avaya one-X Communicator u  Avaya Client Applications for Microsoft Lync

u  VDI Communicator on: u  HP Thin Clients u  Dell Wyse Thin Clients u  Windows PC

u  Support for u  VMware Horizon View u  Citrix Xen Desktop/App

Fit for purpose endpoints

E100 Series Media Stations SIP phone with docking

for iOS and Android smartphones & tablets

DECT handsets and IP Wireless

96X1 Series Deskphones

B100 Series Conference Phones

H100 Series Video Collaboration Stations


Innovation Momentum / Recent Launches

Avaya Aura® Conferencing 8

VSP 4000 3.0

IP Office 9.0

Outbound Contact Express 1.0

WLAN 8100 2.1

Radvision (IP Office) Avaya Aura®

Avaya Speech Analytics

Avaya Aura® Virtualized Environment

Avaya Aura® Workforce Optimization 12.1

Avaya Messaging Service

ITNAVIGATOR Control Manager

EDP

Continuous Performance Services

Cloud Transformation Services

Collaboration Environment

Avaya SBCE

Proactive Contact

Scripting

PRI Gateway

Switching POE

Documents

The Avaya Strategy – Steve Edmonds