cloud communication cebp avaya aura™and avaya … · system manager ... core technology change...

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


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


Avaya Market Share

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


Cloud Communication by

Avaya Aura Architecture


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


Unified Communications Roadmap Strategy

CollaborationSolutions


Application & Services Integration

Voice/VideoServices

PresenceServices

Session Manager

System Manager

InteractionSolutions


PerformanceAnalytics


DataInfrastructure

DataInfrastructureCommunications InfrastructureCommunications Infrastructure

ClientsClients VideoEndpointsVideo

EndpointsDeskphonesDeskphones

Avaya Agile Communication Environment (ACE)Avaya Agile Communication Environment (ACE)



Application & Services IntegrationApplication & Services Integration

Voice/VideoServices

PresenceServices

Session ManagerSession Manager

System ManagerSystem Manager





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



Video EndpointAvaya one‐X®Deskphone

Press Record HerePress Record Here


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


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


Application

ConnectionManagement

Access

© 2009 Avaya Inc. All rights reserved. 11

Evolution of Communications Architecture

Application


Access

Application


Access

IP H.323

TDM/ISDN

Past Present Future

Access

Application ApplicationSIP Presence

SOA

SIP

Core Technology Change Drives Fundamental Architecture Change


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


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.


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


New Integration Architecture

Node‐A Node‐C


Centralization Dial Plan, Call Routing, Application, Trunk Resource

SIP GW

SIP GW

SBC

UCApplications

CCApplicationsMeeting

ExchangeMeetingExchange

ModularMessagingModularMessaging


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


ServiceProvider

TDM Trunks

Evaluation for Future ‐eIMS

MediaGateway

ServiceProvider

IP Phone

TDM Trunks

TDM Phone

MediaGateway

MediaGateway


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


Access

Connection

Application

DesktopIntegration


VideoVideo


Avaya ACE for

CEBP ‐ Communication Enable Business Process


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


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


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


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


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


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


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


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


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



SIP ISC

SIP Trunk


IP Phone

Web Service


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

cloud communication cebp avaya aura™and avaya … · system manager ... core technology change...

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