1 © 2006 avaya inc. all rights reserved. avaya – proprietary & confidential. technology...
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1© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential.
Technology Enabling the Avaya VisionTechnology Enabling the Avaya Vision
Nikolas StefanouTechnical Sales, Greece, South Balkans, Cyprus, Albania & Malta
29 October, 2007
2© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential.
Business Imperatives
Intelligent Communications
Intelligent Communications Solutions
Business Imperatives
3© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential.
Revenue growth: superior customer service
Cost reduction: worker & business efficiency
Manage risk
Mobility with ubiquitous access
Ease of collaboration
Rapid, flexible deployment
Clear ROI & investment protection
Customer Imperatives Drive our Technology Roadmap
WorkerImperatives
Business Imperatives
ITImperatives
4© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential.
Dynamic & ubiquitous access to key resources & expertise 24 x 7 Consistent experience across locations and modes
Easy to use; easy collaborationMulti vendor/standards based systems and support
Holistic, intuitive approach to management, reporting and presence
Always on:Secure, reliable, scalable and manageable
Improved Customer Service, Worker Productivity and Business Efficiency
WorkersCustomers Locations
5© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential.
Business Imperatives
Impact on Business
Intelligent Communications Solutions
Intelligent Communications
6© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential.
Intelligent Communications Key Attributes
Embedding communications solutions into customers’ processes to profoundly transform their business
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
6© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
7© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential.
BestEffort
IP QoS
Modular SystemsIntegrated Service Oriented Architecture
Traditional• Separate voice,
video & data networks
• Mode specific devices
• VoIP Gateways
IntelligentCommunications• Rich multimodal
user experience• Dynamic
applications• Comm-Enabled
BusinessProcesses
• Built onConvergedNetworks
Converged• Integrated voice,
video & data applications
• Enterprise wide application optimization
• Deploy and leverage IP infrastructure
Evolution to Intelligent Communications
HighlyResilient
IP Networks
8© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential.
Embedded into Business ProcessesIntelligent Communications Solutions
Business Imperatives
Intelligent Communications
9© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential.
ImprovedCustomer Service
Contact Centers
WorkerProductivity
Unified Communications
Reliable Multi-modal
Communication
IP Telephony
Intelligent Communications Solutions
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
BusinessEfficiency
Communications Enabled Business
Processes
10© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential.
Intelligent Communication SolutionsCustomer Value & Key Attributes
SIP, IP, Digital & Analog
Cross Network
Management
Scale
Security
Simplification
WorkerProductivity
Reliable Multi-modalCommunication
Reliable Multi-modalCommunication
ImprovedCustomer Service
BusinessEfficiency
Avaya Support, Consulting, & Systems Integration
Unified Communications
IP Telephony ContactCenters
Communications Enabled Business
Processes
11© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential.
SIP is a Key Enabler of Intelligent Communications
Multi-Vendor Interoperability
Presence and Events
Easier Call-Context Integration (CCI)
Native Support for Multimedia
12© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential.
Converged Communications
WiFi/WiMAX
PSTNData
Network
Enterprise
Application Services
Service Execution Framework
Access Control
IMSIP Multimedia
Subsystem
Service Provider
Interworking over SIP
PSTN MobileNetwork
DataNetwork
IP Telephony Server
SmallOffice
SmallBranch
Mid-SizeCampus
•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
Required Attributes:
Avaya Support, Consulting, & Systems Integration
13© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential.
Unified Access
Mobility
Telephony
Messaging
Conferencing
Video
Presence
Multi Vendor
Intelligent Communications SolutionsCustomer Value & Key Attributes
WorkerProductivity
WorkerProductivity
Reliable Multi-modalCommunication
ImprovedCustomer Service
BusinessEfficiency
Unified Communications
IP Telephony ContactCenters
Avaya Support, Consulting, & Systems Integration
Communications Enabled Business
Processes
14© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential.
Increased Productivity for the Information WorkerDeployed in Multiple Ways
ProductivityApps Driven
IP Telephony
Audio Conferencing
Voice Messaging
Video Conferencing
Web Conferencing
Instant Messaging
Presence
Document Management
Calendar
Web Conferencing
EmergingWeb Tools
Presence
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 – multi-vendor by design
Importance ofIndustry Standards
Communications Driven
15© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential.
Increased Productivity for Workers Wherever They Are
Consistent user experienceVariety of environments, networks & devicesCentralized Intelligence/ControlInteroperability via StandardsAccessible to employees and customers with disabilities
On the Road
Airport
At Desk or On Campus
In collaboration with “best of class” mobility partners
Remote or At Home
Home
16© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential.
Routing
Reporting & Analytics
Self Service
Proactive Contact
Multi-channel
Quality Assurance
Intelligent Communications SolutionsCustomer Value & Key Attributes
WorkerProductivity
WorkerProductivity
Reliable Multi-modalCommunication
Reliable Multi-modalCommunication
ImprovedCustomer Service
ImprovedCustomer Service
BusinessEfficiencyBusinessEfficiency
Avaya Support, Consulting, & Systems Integration
Unified Communications
IP Telephony ContactCenters
Communications Enabled Business
Processes
17© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential.
Avaya Customer Interaction SuiteRight People, Right Time, Right Information, Superior Result
Partners
Work at Home Agent
Branch
Supplier
International Contact Center
Resident Expert
Mobile Worker
Contact CenterContact
Center SW
Multi Channel Service
Personalized Service Mgmt
ProactiveContact
SpeechSelf Service
Resident Expert
Quality Assurance
Customer ExperienceAnalytics
Operational Reporting &
Mgmt
Customers
18© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential.
Process Integration
Service Orchestration
Event Processing
Notification &
Response
Intelligent Communications SolutionsCustomer Value & Key Attributes
WorkerProductivity
WorkerProductivity
Reliable Multi-modalCommunication
Reliable Multi-modalCommunication
ImprovedCustomer Service
ImprovedCustomer Service
BusinessEfficiencyBusinessEfficiency
Avaya Support, Consulting, & Systems Integration
Unified Communications
IP Telephony ContactCenters
Communications Enabled Business
Processes
19© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential.
Communications Enabled Business ProcessesA Definition…
Provides business processesand applications with the ability to initiate and track real-time multi-channel communication
with process users and decision makers
Objective: Make processes more efficientObjective: Make processes more efficient
20© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential.
Communications Enablement
The business process stops - waiting for human response and action
Human latency is introduced
Process is vulnerableto human error
Business Processes - TODAY
Human interaction is embedded-in, and controlled by, the business process
Communications are invokedas required
Interactions are fully closed-loop
Communications Enabled Business Processes
21© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential.
Avaya Communications Process Manager
Event
Processor
Communications Enabled Business Processes
Customer Business Processes
Co
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ltin
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Cu
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Inte
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On
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Innovative SOA designwith 22 patent applications
Web Services Adaptors Events
Avaya Communications Resources
TTS/IVR Conf. Messaging Telephony
Mobility Presence
A software solutionthat enables Avaya
communications applicationsto be integrated into customer business processes through customizable Web Services
AvayaCommunication Enabled
Business Process Solution
SIPSIP
22© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential.
Communications Enabled Business ProcessesKey Component of Avaya Intelligent Communications
IP Telephony
Contact Centers
Unified Communications
CommunicationsEnabled Business
ProcessesIN
FR
AS
TR
UC
TU
RE
CU
ST
OM
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ER
PR
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A holistic combination of technology, consulting, and services that integrates
Avaya Intelligent Communication within your business process
23© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential.
Thank You
This is Avaya …. How can we help you?
ImprovedCustomer
Service
ContactCenters
WorkerProductivity
Unified Communication
Reliable Multi-modal
Communication
IP Telephony
BusinessEfficiency
Communications Enabled Business
Processes