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© Copyright 2017. Private and confidential.
© Copyright 2017. Private and confidential.
AVAYA BREEZEEmpower Your Business with an Application Sequenced UC Experience
© Copyright 2017. Private and confidential.
WELCOME!
Scott ClarkVice President, Marketing
ConvergeOnesclark@convergeone.com
© Copyright 2017. Private and confidential.
> Today> Avaya Breeze: Empower Your Business with an Application
Sequenced UC Experience> Thursday, August 17, 4:00pm Eastern Time
> Leveraging Breeze, Oceana and Oceanalytics for a Modern and Relevant Customer Experience
> Thursday, August 24, 4:00pm Eastern Time> Avaya Engagement Designer: Tying It All Together with Use Cases
THANK YOU FOR JOINING US!CONVERGEONE WEBINAR SERIES
© Copyright 2017. Private and confidential.
TODAY’S CONVERGEONE EXPERT
Andrew BaconRegional Chief Technology Officer,
NortheastConvergeOne
abacon@convergeone.com
© Copyright 2017. Private and confidential.
TODAY’S GUEST SPEAKER
Carolyn Laffan MillerSr. Manager,
Global Executive Briefing ProgramAvaya
claffan@avaya.com
© Copyright 2017. Private and confidential.
AVAYA BREEZE OVERVIEW AND USE CASES
Carolyn Laffan Miller, Sr. Manager and Executive Briefer, Avaya
Michael Killeen, Breeze Product Manager, Avaya
© Copyright 2017. Private and confidential.
CUSTOMER BUSINESS TRENDS THAT LED TO THE DEVELOPMENT OF BREEZE
9
IT DEPARTMENTS HAVE NEW EXPECTATIONS FROM INTERNAL CUSTOMERS
CIO+
CMO
CEO
COO
“CIOs are now also Chief Innovation Officers, Heads of HR, Chief Supply Chain Officers, and Heads of Shared Services to name just a few.” Peter High, Forbes
http://www.forbes.com/sites/peterhigh/2012/11/14/the-emergence-of-the-cio-plus/http://en.wikipedia.org/wiki/CIO-plus
Superb CustomerTreatment
BUSINESS DEMANDS A QUICK RESPONSEDeliver Fast, Focus on Revenue
Dynamic Team
FormationVideo
ServiceVIP
Express Pass
Send high value customers directly to experts extending the contact center
LeverageSalesforce.com and connect calls related to deals in final stage to mobile phone
Gather requiredexperts through proactive notification
Support customers with video expertsfor “see what I see”
11
WHAT IF YOU COULD…Decrease Time to Deployment by
80%
Allowing Even Non-Developers to Create Applications Based on Business Needs
12© 2017 Avaya Inc. All rights reserved.
A QUICK BACKGROUND ON BREEZE
Past
Now & Future
Recent
Access
AccessAccess
Connection Mgmt
App App
H.323/UnistimH323/SIP
SIP
Legacy TDM IP Telephony Enterprise IMS
WHERE BREEZE WORKS
Data “Grids”
Application
Connection MgmtApplication
Connection Mgmt
AVAYA AURA® ARCHITECTURE
System Manager
SBC
SIPTrunks
PSTN
SIPSM SMSM
SM SMSM
AvayaBreeze
Avaya Breeze
Avaya Breeze AAC
AAC
SIP
SIP Hard and Soft Endpoints
Third PartySIP Endpoints
SIP
CM Elite
SIP
3rd PartyEquipment
CMEPEPAAMAAM
Avaya Aura®Media Servers
CM/CS1K + AACCContact Center
Build Your Own Snap-ins!
Web ConnectionBig Data Access
Real Time CommunicationsTight Integration w/ Avaya Aura®
Agile “Clean, Build, Deploy, Test”
Active-Active Scalability
PILLARS OF AVAYA BREEZE
PSTN
o o o
WebEndpoints
Avaya Breeze
3rd Party Software (ex: Epic)
Snap-in
Avaya Breeze
Snap-in
Avaya Breeze
Snap-in
16
WHY DO ENTERPRISES NEED AVAYA BREEZE?Add New, Cool Stuff
Make Contact Centers Multi-Touch
Collaborate Faster
If This Then That - Automate Processes
Operate the Business with Visual Workflows
Spy and Adapt Communications to Increase Productivity
Third Party ApplicationIntegration
© Copyright 2017. Private and confidential.
WHAT IS A SNAP IN?
© Copyright 2017. Private and confidential.
> Applications and connectors, as modular, reusable developer code built for Avaya Breeze
> From fit for purpose “out of the box” apps to connectors to cloud services and more
> Create or integrate new capabilities into processes and apps> Reuse connectors, applications, and developer code across apps> Deploy and use only what you need> Standardize business process best practices
WHAT IS A SNAP-IN?
AVAYA SNAP-INSSome of the many connectors and applications available today!
SMS
Scopia Video
Presence
Connectors
Engagement Assistant
Mobile Video
WebRTC
Work Assignment
Applications
Call Park and Page
Context Store
Real-time Speech
Co-Browsing
3rd Party Developed
EnterpriseDeveloped
Message Recording
Smart Caller ID
Call Redirection Manager
and More!
Utilize extensive, expandable palette to tailor and customize workflows
Long terms storage (days, weeks, months) of workflows
Greater enterprise control over workflows and journey maps
AVAYA ENGAGEMENT DESIGNEREmpower Enterprise Resources to Easily Produce Customer Journey Maps Utilizing a Single, Graphical, Intuitive Canvas
21
MAKE CONTACT CENTERS MULTI-TOUCHCreate One Continuous Interaction
Website
Web Service
Contact Center
Use MultipleChannels
MaximizeInteractions
OrchestrateAnd Connect
22
IF THIS, THEN THATResponding to Business Events
Conference Together
AvayaBreeze
Send Notifications
Determine Contact List and
Get Policies
Detect Business Event
AvayaAura
AvayaBreeze
AvayaBreeze
AvayaBreeze
INTERNET
AVAYA SNAP-IN DEPLOYMENT
© 2015 Avaya, Inc. All rights reserved. 23
SystemManager
WhiteList
ScopiaMaker
“Snapp Store”
WebRTC
Users
CallBlocker
CallBlocker
IT Manager deploys Snap-in
IT Manager chooses Snap-in and # licenses
and downloads
SM SM SM
SMSMSM
CallBlocker
CallBlocker
AvayaBreeze
CallBlocker
AvayaBreeze
CallBlocker
AvayaBreeze
CallBlocker
SystemManager
SNAP-IN DEPLOYMENT
© 2015 Avaya, Inc. All rights reserved. 24
IT Engineer loads the compiled Snap-in
IT Engineer writes a Snap-inIT
Snap-in
ITSnap-in
ITSnap-in
ITSnap-in
IT Manager deploys Snap-in Users
SM SM SM
SMSMSMAdministrator assigns Snap-
in to users
© Copyright 2017. Private and confidential.
BREEZE CUSTOMER USE CASES
26
A LARGE MANUFACTURER’S BUSINESS PROBLEM
A Large, Distributed Multi-National Company with > 160,000 Employees
Deep Need to Collaborate
> Lots of Meetings
> Travel is Expensive and Not Allowed for Internal Meetings in Many Cases
> Must Meet Hand’s-Free Laws in Cars
Workforce is Mobile
> BYOD is Supported and Widely Used
> Concerns with Texting and Driving
IT Needs a Solution That Integrates with Existing Equipment –Quickly
27
ENGAGEMENT ASSISTANT
Cloud Based SolutionAdded in Less than 2 Weeks!
Debugged in a Single Day!
Minimal Resources Required> No Dedicated IT Staff
> No Training Required
Total Hands-Free ConferencingNo More Conferencing Numbers
No More Security Codes to Type in
THE SOLUTION:
28
CALL REDIRECTION MANAGER AT A MAJOR FINANCIAL INSTITUTION
Client Execs Focus on Critical Clients
Specific Client Calling Access is Set by Each Account Executive
Contact Center Role is Personal Assistant
Client List Number Screen
Mary Lee 408 555-1212 Yes -> Cellphone/Home
Bob Smith 415 555-1212 No Assistant/CC
Karen See 650 555-1212 No Assistant/CC
White List
Call
Client
High ValueClient
Assistant/Nurse
AccountExecutive
AvayaBreeze
29
MAJOR BANK’S COMMAND CENTER
2: Escalation Agent Selects Expert Groups to Help
2: Group Data
Retrieved
3: Presence Checked
5: Best/Fastest Expert Automatically on Conference!
4: Experts ContactedAvaya
Breeze
LinuxVideo
WANVoice
SAP
CRM
1: Trouble Comes In
Conf Point
30
A HOSPITAL’S NURSE CALL INTEGRATION
1: Patient Presses Nurse Call Button
2: Nurse Duty Roster Data Retrieved
3: Available Nurses/Docs Contacted
5: Best/Fastest Answered Nurse Connected to Patient!
4: Some Are Busy
AvayaBreeze
Agent
PSTN / SIP
Caller ID
Customer in TX Customer in FL
SMART CALLER ID - OUTBOUND
1. Agent Dials Texas Customer 2. SM Sends Call to Avaya Breeze3. Snap-in Reads Caller ID Database 4. Call Delivered Showing a Texas Caller ID5. Same Agent Dials Florida Customer, sending a Caller ID
Destination Based Outbound Caller ID Spoofer
Avaya Breeze
SmartCID
CM
SMSM
“TX” “FL”
32
avaya.customer.com[Cobrowse-enabled Web Pages]
Customer
Internet
Internet
Web APIs
Cobrowsing (Java Scripts)
Avaya CC DB
Avaya Contact Center Software
(Elite)
Web Server/DMZ Proxy
Browser with Cobrowsing(JavaScript)
Cobrowsing Engine
(JavaScript)Avaya Agent
Software(IC/1XA/EMC)
Agent
AVAYA BREEZE CO-BROWSING
AvayaBreeze
Co-Browse
CHAT WITH CO BROWSE – CUSTOMER
© 2015 Avaya, Inc. All rights reserved. 34
AVAYA WEBRTC SNAP-IN
Need Help?
Customer Clicks to Connect to Live Agent
© 2015 Avaya, Inc. All rights reserved. 35
Link has Embedded WebRTC URL with Routing Information And Context!
Avaya WebRTC Snap-in
36
MOBILE VIDEO CUSTOMER USER EXPERIENCE
Main app screen Waiting in queue Talking with agent
Mobile Video Communications
Customer Can Click To Video from an iOS or Android AppWorks with Existing Desktop, Recording, Monitoring and Reporting Solutions (Key Competitive Differentiator)Agent Can Transfer Video to Others
37
WHAT IS CONTEXT STORE?
38
CONTEXT USED AT MAJOR CELLULAR SERVICE PROVIDER
Customer Completes an Online Survey for a Recent Transaction1
The Survey Results are Stored in Avaya Breeze’s Context Store for Possible Later Use
2AvayaBreeze
ContextStore
39
Customer Calls the Contact Center Shortly Thereafter3
The Survey Results are Presented to Trained Retention Agents4
AvayaBreeze
The Retention Agent Skillfully Uses the Survey Data to Re-Delight the Customer (Retaining >% Customers!)
5
RETENTION, CONTEXT STYLE!
40
Customer Logs in and Loads Shopping Cart but Doesn’t Buy1
The Cart is Saved in Context Store2AvayaBreeze
ContextStore
A RETAILER’S INCREASED BUSINESS, WITH CONTEXT
41
Agent Discusses and Sends SMS/Email with Link4
Both Co-Browse to Get The Right Price and Shipping5
The Transaction is Completed!!6
AvayaBreeze
Customer Calls and Agent Sees Customer’s Cart3
INCREASED BUSINESS WITH CONTEXT
42
REAL TIME SPEECH AGENT SCRIPTING/COMPLIANCE
© Copyright 2017. Private and confidential.
Q&A
© Copyright 2017. Private and confidential.
> Thursday, August 17, 4:00pm Eastern Time> Leveraging Breeze, Oceana and Oceanalytics for a Modern and
Relevant Customer Experience> Thursday, August 24, 4:00pm Eastern Time
> Avaya Engagement Designer: Tying It All Together with Use Cases
SEE YOU NEXT WEEK!
VISIT https://convergeone.com/partners/avaya TO REGISTER
BREEZE DEMO? CONTACT YOUR NAM OR marketing@convergeone.com
© Copyright 2017. Private and confidential.
THANK YOU
© Copyright 2017. Private and confidential.
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