Avaya One Touch Video solution

A video and collaboration solution for enterprise, remote, internet-based and mobile users

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Agenda

Engaging the New Business Landscape

Removing Roadblocks

Solution: Avaya One Touch Video

Avaya One Touch Video Capabilities

Avaya One Touch Video Benefits

Industry Uses

How It Works

Resolving Issues, Delivering Results

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Engaging the New Business Landscape

Customer Expectations and New Technologies Drive the need for efficiency

Provide options for new ways to connect

Offer new challenges

Demand streamlining and simplicity

Create opportunities

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Removing RoadblocksCustomer and Business Issues

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Roadblocks to Resolving IssuesWhat your customers are asking for

More ways to connect

Less waiting and transferring

More options to engage

More efficient exchange of information

Faster resolution

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Roadblocks to Resolving IssuesWhat your own people are telling you they need

More opportunities to collaborate

Increased efficiencies

Less travel for meetings

Positive work environment

Less wasted time

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Other Key Business Issues

Maintaining Profitability

Driving Reputation

Promoting the Brand

Growing Owner’s Equity

Enlisting Customer Loyalty

Maintaining operational agility

Controlling cost and complexity of existing systems

Protecting investment

Integrating new business applications

Managing new connection options

Exceeding customer expectations

Addressing changing communication norms

Protecting existing business

Responding to market opportunities

For the CEO For the CIO / IT Director For the Line of Business Owner

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Solution: Avaya One Touch Video

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Kiosk Mobile DeviceTabletInternet-connected PC

Avaya One Touch VideoPersonal voice, video and collaboration through any device...

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Web Page Email

Avaya One Touch Video…and multiple applications

Mobile App

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Connect Anyone, AnywhereEnable ‘across the counter’ service with experts and agents

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Call is answered on an Avaya Desktop Video Device or on Avaya one-X Communicator

Call can be video or audio-only

Context is available

Application-sharing is enabled

Text chat options are available

Connect Anyone, Anywhere

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Prepare Your Enterprise

Improve efficiency

Leverage existing assets

Drive collaboration

Enable on-demand, face-to-face meetings

Offer remote customer service

Provide application sharing, text chat, voice & video capabilities

Support Adobe AIR Clients and Android 2.2+ Mobile Devices

Support internet-connected PCs without special software

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Avaya One Touch Video Capabilities

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Client-friendly features

One-on-One Interaction from the Web

Customer Context

Contact Center Routing

Avaya One Touch Video Capabilities at a Glance

Avaya One Touch Video

AGENT

CUSTOMER

TEXT CHAT

Improve productivity and provide cross-selling or up-selling opportunities

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Connect face-to-face with one click

Browser-based application

No proprietary software

Pre-session testing of user’s microphone and camera

Customer audio control display

Avaya One Touch Video CapabilitiesClient-friendly

LINK HAS EMBEDDED AVAYA ONE TOUCH VIDEO URL

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One- or two-way voice or video conversation

Text chat, share desktop content, still images, videos and other applications

Separate content sharing and text chat windows

Avaya One Touch Video CapabilitiesOne-on-One Interaction from the Web

Click to TalkClick to Video

CUSTOMER CLICKS ON LIVE VIDEO CHAT LINK

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Recent navigation on your website

In-process transactions

Previous contacts

Self-service attempts

Leverage Avaya contact center

Handle as a SIP voice and video call

Send self-help photos, Flash content or videos

Avaya One Touch Video CapabilitiesCustomer Context and Contact Center Routing

Avaya One Touch Video

APPLICATION SHARING

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Avaya One Touch Video Benefits

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Improved customer engagements

Collaboration efficiency

Lower investment cost

Enhanced reputation

Avaya One Touch Video Benefits at a Glance

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Improved customer engagements

Consistent customer experience

Improved knowledge of customer

Faster customer assistance

Higher customer loyalty

Collaboration efficiency

Time and cost savings on travel to meetings or customer sites

Faster decision-making and closing sales

Avaya One Touch Video Benefits

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Avaya One Touch Video Benefits

Lower investment cost

Leverage skills and existing infrastructure

Ongoing management and administration

Enhanced reputation

Relationship building

Customer service

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The Customer PerspectiveAvaya One Touch Video

I connected right from the web to my financial advisor

My financial advisor sent me helpful videos and information while we were talking

It’s refreshing to “see” who I am talking to—it’s a real person

It was great that I didn’t have to repeat my information over and over again

My problem was solved very quickly

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The CFO PerspectiveAvaya One Touch Video

We optimized caller to agent match rates generating higher revenue and reducing transaction costs

Our PSTN costs have been measurably reduced in the last 6 months

We’ve been able to support our customers better without building additional infrastructure

Efficiencies realized with Avaya One Touch Video have reduced or avoided administration costs

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The CIO PerspectiveAvaya One Touch Video

I can easily adapt to the needs of various groups and departments within my enterprise

We are easily able to accommodatethe new ways our customers are communicating with us

We have enhanced our service and capabilities to our customers without rebuilding our infrastructure

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Industry Uses

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Broad range of industry uses

Healthcare

Remote patient consult with doctor, nurse, or assistant on billing or records

Coaching for healthy living

Help Desk Support/Sales Center

“Let me show you” the documentation

Buying assistance

Pharmaceutical On-demand live support from drug representatives to doctors

Drug interaction assistance from a kiosk

Financial Bank providing face-to-face service

Expert service to a franchise branch with a kiosk

Retail Manufacturer provides “expert service” at a store via video

Expand services offered at a mobile phone store

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AssumptionsCost Savings Results

Save agent time via context screen pops

Replace PSTN calls with Internet calls

5 minute average call duration

15 seconds savings per call accessing or requesting customer information

15 seconds savings per call using collaboration tools

10% agent savings per call

PSTN savings per minute

Impactful ROI

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How It Works

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SIP

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Avaya One Touch Video Architecture

DMZPublic Domain Enterprise

Consumer

Audio, SIP VideoAvaya Desktop

Video Device

SIP

SIPAvaya Aura® Session Manager

Avaya Aura® Communication Manager

one-X® Agentone-X®

Communicator

Avaya One Touch Video Gateway

Enterprise Web ServerHTTP

RTMPFlash

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Avaya One Touch Video (Enterprise)Call Sequence, Consumer initiating

DMZWeb Server

HTTP requestFor next page

Flash plug-in check

‘Please download Flash’

Page delivered with reference to Avaya One Touch Video

object. Parameters configure object for

who to call, bandwidth, etc.

Yes

No

Object loads into browser, requests connection to flash/sip media gateway. Sends context parameters along with connection request. Request sent via SSL

session to port 443

RTMP session with client PC inside of SSL session

Avaya One Touch Video Gateway

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Avaya One Touch Video (Enterprise)Call Sequence, Enterprise User receiving

Incoming Call Audio, SIP VideoAvaya Desktop

Video Device

one-X® Communicator

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Avaya One Touch Video (Customer Service)Call Sequence, Consumer initiating

DMZWeb Server

HTTP requestFor next page

Flash plug-in check

‘Please download Flash’

Page delivered with reference to Avaya One Touch Video

Flash object. Parameters

configure object for format, PIP, etc.

Yes

No

Object loads into browser, requests connection to flash/sip media gateway. Sends context parameters along with connection request. Request sent via SSL

session to port 443

RTMP session with client PC inside of SSL session

Avaya One Touch Video Gateway

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Avaya One Touch Video (Customer Service)Call Sequence, Agent/Expert receiving

Session and Avaya One Touch Video Gateway number encoded in call UUI.

Incoming Call

one-X Agent

Avaya One Touch Video

Gateway

HTTP request

If using one-X Agent, screen pop is configured from incoming UUI to connect back to specific Avaya One Touch Video controlling specific session for this call. Internet

Client

‘Screen capture’ for application sharing

Interaction window for text chat

Avaya One Touch

Video Agent Java Applet

on the desktop

Java applet

Flash Session

one-X® Agentone-X®

Communicator

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Back Up

Additional Technical Information

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Audio Bandwidth LevelRelevant characteristics of common coding algorithms

Coding algorithm Bandwidth Sample IP bandwidth

G.711* PCM 64kbps 0.125ms 80kbps

G.723.1 ACELP 5.6kbps 30ms 16.27kbps

G.723.1 MP-MLQ 6.4kbps 30ms 17.07kbps

G.726 ADPCM 32kbps 0.125ms 48kbps

G.728 LD-CELP 16kbps 0.625ms 32kbps

G.729(A) CS-ACELP 8kbps 10ms 24kbps

* Avaya One Touch Video Gateway uses G.711 for audio companding.

SOURCE:  http://www.erlang.com/bandwidth.html

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  Low Medium High

QCIF,  15 fps 64 192 320

QCIF, 30 fps 128 320 512

CIF,  15 fps 192 320 512

CIF, 30 fps 256 512 768

Video Bandwidth LevelVideo bit rates and frames per second (fps)

SOURCE:  Avaya One Touch Video User Guide