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Cloud Communication & CEBP Avaya Aura™ and Avaya ACE Overview
Dennis Fang
Avaya Taiwan/HK SE Manager
2© 2009 Avaya Inc. All rights reserved.
Agenda
Avaya Company Profile
Cloud Communication by Avaya Aura
Communication and Business Process Integration by Avaya ACE
3© 2009 Avaya Inc. All rights reserved.
Avaya, a Global Leaderin Business Communications Applications
100 years of experience and innovation in our DNA from AT&T
20,000+ employees in 54 countries, including 3,400 research and development professionals
10,000 channel partner worldwide
1 million+ customers ‐‐ 90% of FORTUNE 500®
5,180+ Avaya Labs patents or patent applications
Leaders Quadrant in Gartner Magic Quadrant for Unified Communications, Corporate Telephony, and Contact Center Infrastructure, WW, 2009
Making people more productive, processes more flexible and customers more satisfied
Solutions
Partners Services
AvayaCustomerValue
5© 2009 Avaya Inc. All rights reserved. 5
Date Pos % Pos % Pro‐Forma Pos % Pos % Pos % Pos %
Unified Communications [1] 2009 #1 21% #5 9% 30% #3 11% #2 18% #6 5% #4 9%
Telephony Systems [1] 2009 #1 19% #4 9% 28% #5 9% #2 14% #6 8% #3 13%
SME Telephony Systems [1] 2009 #2 12% #4 10% 22% #3 11% #7 4% #5 9% #1 14%
Contact Center/ACD [2] 2009 #1 37% #4 7% 44% #6 3% #3 14% N/A N/A #10 2%
Enterprise Messaging [3] 2008 #1 21% #2 17% 38% #4 7% #3 16% #7 4% #9 4%
Audio Conferencing [4] 2008 #1 24% #3 11% 35% #6 6% #2 24% #5 7% #4 8%
Ethernet Switches [1] 2009 N/A N/A #5 2% 2% #7 2% #1 70% N/A N/A N/A N/A
Enterprise Routers [1] 2009 N/A N/A #7 1% 1% N/A N/A #1 82% N/A N/A N/A N/A
Product Support [2] 2008 #3 5% #15 1% 6% #13 1% #1 11% #26 <1% #6 2%
Software Support [2] 2008 #2 5% #47 <1% 5% #18 1% #1 6% #29 <1% #7 2%
Maintenance Services [5] 2009 #1 12% N/A N/A 12% #4 7% N/A N/A #3 7% #2 9%
Major Vendor Positions through Calendar 2009in Worldwide Unified Communications Segments
Avaya Inc. and Gartner, Inc. are both owned in part by Silver Lake, a leading financial investment firm. Gartner research is produced independently by Gartner analysts, without influence, review or approval of their outside investors or shareholders. For further information on the independence and integrity of Gartner research, see Guiding Principles On Independence and Objectivity on Gartner’s website, http://www.gartner.com/it/about/omb_guide.jsp.
Notes: All market share results are based on revenues except SME Telephony Systems (Lines) and Audio Conferencing (Licenses); Industry analysts have reported Avaya and Nortel separately for 2009, pro‐forma combined view included; All results reflect latest available information
AV‐NT
Sources: [1] Dell’Oro Group; [2] Gartner, Inc.; [3] T3i Group; [4] MZA Ltd.; [5] IntelliCom Analytics
7© 2009 Avaya Inc. All rights reserved.
Avaya Unified Communications Portfolio
CommunicationsSystems
All current Avaya andformer‐Nortel enterprise communication systems, gateways, and phones
UserCollaboration
Productive user experiences on any device, mobile, desktop, embedded in
applications
GroupCollaboration
Unified messaging, audio and web conferencing,
desktop video, integrated third‐party telepresence
Avaya Aura™Flexibly connecting systems, users and applications enterprise‐wide
PLUG & PLAY COMMUNICATIONS
8© 2009 Avaya Inc. All rights reserved.
Unified Communications Roadmap Strategy
CollaborationSolutions
CollaborationSolutions
Application & Services Integration
Voice/VideoServices
PresenceServices
Session Manager
System Manager
InteractionSolutions
InteractionSolutions
PerformanceAnalytics
PerformanceAnalytics
DataInfrastructure
DataInfrastructureCommunications InfrastructureCommunications Infrastructure
ClientsClients VideoEndpointsVideo
EndpointsDeskphonesDeskphones
Avaya Agile Communication Environment (ACE)Avaya Agile Communication Environment (ACE)
CollaborationSolutions
CollaborationSolutions
Application & Services IntegrationApplication & Services Integration
Voice/VideoServices
PresenceServices
Session ManagerSession Manager
System ManagerSystem Manager
InteractionSolutions
InteractionSolutions
PerformanceAnalytics
PerformanceAnalytics
DataInfrastructure
DataInfrastructureCommunications InfrastructureCommunications Infrastructure
ClientsClients VideoEndpointsVideo
EndpointsDeskphonesDeskphones ClientsClients VideoEndpointsVideo
EndpointsClientsClients VideoEndpointsVideo
EndpointsDeskphonesDeskphones
Avaya Agile Communication Environment (ACE)Avaya Agile Communication Environment (ACE)
Avaya one‐X®Mobile
Avaya one‐X®Communicator / Agent
Video EndpointAvaya one‐X®Deskphone
Avaya one‐X®Mobile
Avaya one‐X®Communicator / Agent
Avaya one‐X®Communicator / Agent
Video EndpointAvaya one‐X®Deskphone
Press Record HerePress Record Here
9© 2009 Avaya Inc. All rights reserved.
Stackable Edge Virtual Chassis
10G / 40G / 100G with Lossless capabilities at Core
Ethernet Scalability
Up to 40% savings in Energy and HVAC with Avaya Data
Solutions
Energy Efficiency
Fail‐safe stacking at Edge
Switch Clustering Active/Active with sub‐second
failover at Core
Always‐On Resiliency
Simple network provisioning at service
access points for fast TTS
Virtual Machine Mobility
Multi‐vendor Unified Management across the virtualized Data Center
Cohesive Management
Infrastructure to Support the Cloud
Ethernet Scalability
Always‐On Resiliency
Cohesive Management
Energy Efficiency
Virtual Machine Mobility
VirtualizedData CenterBackbone
10© 2009 Avaya Inc. All rights reserved.
Turning Spaghetti into Applications
EnterpriseNetwork
CollaborationApps Video
AppsBusinessApps
AvayaNew York
AvayaLondon
NortelHong Kong
SiemensFrankfurt
Contact CenterMumbai
CiscoRome
Contact CenterChicago
Usersanywhere
AvayaLondon
NortelHong Kong
SiemensFrankfurt
Contact CenterMumbai
CiscoRome
Contact CenterChicago
Data CentersData Centers
SIP Trunking
Avaya Aura™Communication
ManagerNew York
AppsIntegrated
Avaya Aura™SessionManager
11© 2009 Avaya Inc. All rights reserved.
Application
ConnectionManagement
Access
© 2009 Avaya Inc. All rights reserved. 11
Evolution of Communications Architecture
Application
ConnectionManagement
Access
Application
ConnectionManagement
Access
IP H.323
TDM/ISDN
Past Present Future
Access
Application ApplicationSIP Presence
SOA
SIP
Core Technology Change Drives Fundamental Architecture Change
12© 2009 Avaya Inc. All rights reserved.
Legacy Meridian
CS 1000MCS 5100
BCM/SRGBranches
Legacy DEFINITY
Evolutionary Path for Every Customer
CommunicationManager
Avaya Aura™ ServiceProviders
AppsAppsAppsApps AppsApps
All current systems can be SIP connected
Lower costs, accelerate new application deployment, and serve customers everywhere
Protect … Extend … GrowMultivendor
13© 2009 Avaya Inc. All rights reserved.
Avaya AuraTM a Fundamental Change in Communications
13
Traditional PBX
Users tied to network and location
Avaya AuraTM
PBX
Network and device independent to flexibly connect users, applications and systems
enterprise‐wide
Application Feature Servers
© Avaya Inc. 2010. All rights reserved.
14© 2009 Avaya Inc. All rights reserved.
Reliability and ScaleMassive scale, global SIP connectivity
25,000 locations, 250,000+ users
Active/active N+1 geo‐redundancy
Distributed “instances”, multiple active connections, very fast recovery
Avaya Aura™ Session ManagerKey to the Differentiation
ApplicationsAvaya SIP‐ready communications
Modular Messaging, Meeting Exchange, Voice Portal, Interaction Center, etc.
Agile “feature server” integrationSIP‐ISC standard (3GPP), “sequencing”Open to third‐party feature innovations
DevConnect ecosystem expanding
Service Provider value‐add over time
SecuritySecure, TLS encrypted, SIP firewall, SIP packet inspection, hardware accelerated
Session Border Controllers for boundary
Multivendor InteroperabilityCisco UCM, Nortel CS1000 adaption modules, more IP‐PBX testing to followAvaya Gxxx or AudioCodes SIP gateways for legacy PBX integrationAcme Packet SBCs and othersFurther DevConnect testing starting May SIP Trunks: AT&T, Verizon, Orange, …
EvolutionEasily add SM to multivendor networks
A “CM upgrade” for existing customers
Control access/bandwidth for new apps
o o o
SMSM
SM
FeatureServer
FeatureServer
FeatureServer
SP
15© 2009 Avaya Inc. All rights reserved.
New Integration Architecture
Node‐A Node‐C
CommunicationManager
Centralization Dial Plan, Call Routing, Application, Trunk Resource
SIP GW
SIP GW
SBC
UCApplications
CCApplicationsMeeting
ExchangeMeetingExchange
ModularMessagingModularMessaging
Session ManagerSession Manager
3rd PartyApplications
Existing PBX
Existing PBX
SIP Trunk
SIP ISC
Node‐D
Existing PBX
Existing PBX
SIP GW
Node‐E
Existing PBX
Existing PBX
SIP GW
IP Phone
IP Phone
IP Phone
Node‐B
CS1000CS1000
16© 2009 Avaya Inc. All rights reserved.
ServiceProvider
TDM Trunks
Evaluation for Future ‐eIMS
MediaGateway
ServiceProvider
IP Phone
TDM Trunks
TDM Phone
MediaGateway
MediaGateway
CommunicationManager
SIP Trunk
SIP ISC
SBC
SIP GWSession ManagerSession Manager
SIP SP
TDM SP
3rd PartyApplications
UCApplications
CCApplications
IP Phone
IP Phone
IP Phone
IP Phone
IP Phone
IPSPresenceService
IPSPresenceService
MeetingExchangeMeetingExchange
ModularMessagingModularMessaging
Access
Connection
Application
DesktopIntegration
CommunicationManager
VideoVideo
18© 2009 Avaya Inc. All rights reserved.
The Connected Enterprise
Agility, Enhanced Customer Service
Infrastructure protected, leveraged
into new value
End UsersEnd Users
Interaction is intelligent, adaptable & personalized
IntelligentAutomation
CollaborativeEngagement
ProductiveInteraction
Avaya Agile Communication
Environment (ACE) ApplicationsApplicationsCommunicationsCommunications
19© 2009 Avaya Inc. All rights reserved.
Avaya Application Enablement Framework
Avaya ACE provides a common open platform for application integration and development
Packaged apps plus high and low level toolkits
Avaya ACE delivers extended value above Avaya Aura™, AES and multi‐vendor CTI
Multimodal voice, video, text, SIP and presence
AVAYA ACEAvaya Agile Communication Environment™ (Avaya ACE)
Line of Business
Traditional CTI (e.g. AES)
3rd‐Party CTI Applications
New 3rd‐Party Applications
Packaged and Custom Applications
High‐level IT‐centric Web Service Toolkits
Lower‐level Developer Foundation Toolkits
20© 2009 Avaya Inc. All rights reserved.
Integrate voice, video, & conferencing with the desktopClick‐to‐call from web pages, IM/presence and email clients
Click‐to‐call from MS office using PBX phone
Add telephony presence of PBX phones to IM/presence client
Click‐to‐conference from IM/presence client
Value PropositionUnifies multi‐vendor PBX environments, video platforms, and desktop applications
Avoids costly PBX upgrades typically required to keep pace with new releases of IM/presence desktop solution
Reuses PBX phones and equipment: no rip‐and‐replace required
Potential 12 month or less payback on investment
UC Desktop Solutions
21© 2009 Avaya Inc. All rights reserved.
Hot Desking Application
Assigns a temporary phone in any location to make or receive office phone calls
Integrates with multi‐vendor PBX environments
Presents one number to callers
Integrates with UC desktopapplications
Expands flexible working options
User‐friendly web interface customized to your company’s brand
22© 2009 Avaya Inc. All rights reserved.
UC Desktop Solution Architecture
Open, scalable solution with multi‐PBX vendor support
Avaya Media Application
Server
Click to Conference
C2C, Presence
Collaborate within MS Office Apps
Avaya Aura™ CM
&CS1000
CiscoPhone
MicrosoftOCS
Portal Web Server
C2C,Presence
Desktop PC
Agile CommunicationEnvironment
Real-TimeCollaboration
CISCOUCM
MS Office Communicator
C2C, Presence
Active Directory
Further vendors to be supported based on lead
customer demand
AvayaPhones
23© 2009 Avaya Inc. All rights reserved.
On demand or automated user driven notification
Message Drop and Message Blast
Communication‐enable ERP/CRM and other business tools
– Click‐to‐dial within CRM system
– Record and store messages
– Drop messages in live conversations
– Blast messages to large groups
– View call statistics
Event‐driven notification
User controlled
Multi‐vendor PBX support
23
24© 2009 Avaya Inc. All rights reserved.
Avaya ACE™ Event Response Manager
Reduce cost of business downtime
Automate Response Handling− Notify and set‐up conference bridge for right people (roles, skills, & location) based on automated business process events, alarms or manual triggers
− Requires a media processing engine− ICP Media Application Server (MAS)
Easy to use− Web user interface for system admin
Business Value− Downtime costs vary across industries from $90K/hr (media) to $6.48M/hr (large online brokerage)− Source: InfoManagement Direct, Aug’09
25© 2009 Avaya Inc. All rights reserved.
Case Study
Improving IT Responsiveness to Reduce Downtime
Results:Expected 50%+ improved response time for business critical outages
Reduced downtime costs that range from $1.5K ‐$100K per minute
More efficient use of IT support personnel
Response Team
AvayaACE™
Event Response Manager
IT monitoring system
26© 2009 Avaya Inc. All rights reserved.
Avaya Aura & ACE Architecture
Main Office / Operation Center / Contact Center / Branch
Provide Cloud UC Communication and Enable Business Process
SIP GW
SIP GW
SBC
Media GWCommunication
Manager
Phone IP Phone
Media GWCommunication
Manager
Phone IP Phone
Media GW
Phone
CS1000CS1000
MeetingExchangeMeetingExchangeOne‐X Mobile
DesktopIntegration
UCApplications
CCApplicationsMeeting
ExchangeMeetingExchange
ModularMessagingModularMessaging
CommunicationManager
SIP ISC
SIP Trunk
Session ManagerSession Manager
IP Phone
Web Service
27© 2009 Avaya Inc. All rights reserved.
ACE
MX
MGW
App
SBC
SMGR
AppMM
VP
CM
SMACE
MX
MGW
App
SBC
SMGR
AppMM
VP
CM
SM
27
Communication as a Service in Enterprise Cloud
3rd PartyendpointsAvaya CM
Branch
o o o
Avaya CMStandalone
o o o
3rd Party PBXswith SIP MGW
Avaya one‐X®endpoints
Avaya Aura Communication Core
SIPTrunks
TDMTrunks
Access
Connection
Application
o o o
Avaya AG4134Branch
Primary Data Center DR Site
Avaya CS1000