emea techshare 2009 the future begins avaya aura ™ a new era of business communications roger...

EMEA Techshare 2009

The Future Begins

Avaya Aura™

A New Era of Business Communications

Avaya Aura™


Roger JonesConsulting Engineer

EMEA Techshare 2009

The Future BeginsToday’s Business Realities

Extreme cost cutting

M&A, downsizings, closings

Eliminate complexity

2

Maintain and grow customer base

Be more agile than competitors

Emerge stronger for the future

EMEA Techshare 2009

The Future BeginsToday’s Business User Environment

Very demanding customers

Very demanding customers Not enough time Not enough time

Too much information Too much information

Limited budget and support Limited budget and support

Too much complexity

Too much complexity

EMEA Techshare 2009

The Future Begins

Technology getting in the way

The Business Challenge

Use communicationsUse communicationsinstead of communications using youinstead of communications using you

Serve customers better

Return to Real Time Faster, more strategic decisions

EMEA Techshare 2009

The Future Begins

Adaptable For different users, needs, industries Simple to use and deploy

Contextual How and where you work Analytics and intelligent assistance Business process integration

Multimodal Speech, mobile devices, PCs, phones Video, Web 2.0, collaboration, kiosks

Open Multivendor integration, no lock-in Industry standards (SIP, SOA, Web Services)

Business User Communications

EMEA Techshare 2009

The Future BeginsThe Communications Journey

NETWORK-CENTRIC

Enablers: Network

Business Benefit: Total Cost of Ownership,Operational Efficiencies

ORGANIZATION-CENTRIC

Enablers:Mobility, Collaboration, Video

Business Benefit: Customer Service,

Employee Productivity

USER-CENTRIC

Enablers: Web 2.0,

Personalization, Social Networks

Business Benefit: User Empowerment,

User & Business Productivity, CompetitiveAdvantage

Yesterday

Today Tomorrow

EMEA Techshare 2009

The Future Begins


Reduce infrastructure costs

Deliver business agility

Secure loyal customers

Avaya Aura™

EMEA Techshare 2009

The Future BeginsThe Communications Journey

Application

Connection

Network

ISDN and TDM

IN/SS7Overlay

Pre 2000

Application

Connection

Network

H.323

CTIOverlay

2000 - Today

IPConnection

Network

Tomorrow

Peering andLoose Coupling

SIP

App App

SIP Presence

SOA

PeerCompose

Orchestrate

FlattenConsolidate

Extend

EMEA Techshare 2009

The Future Begins

Core Communication ServicesCore Communication ServicesCore Communication ServicesCore Communication Services

Collaboration and Interaction ApplicationsCollaboration and Interaction Applications

Communication InfrastructureCommunication Infrastructure

Perfo

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Intelligent Access and Enterprise Application Integration


Core Communication Services

SIP Application Server

Process Management

Session Management

Communication Management

Presence Management


Access Devices

Communication Enabled

Productivity Apps

Communication Enabled

Enterprise AppsCollaboration and Interaction Applications

CommonUser

Interface

Group Collaboration

CustomerInteraction

Avaya’s Aura Architecturefor Business Communications

Communication InfrastructureCommunication InfrastructureCommunication Infrastructure

Phones, media servers, gateways, servers, session border controllers

EMEA Techshare 2009

The Future Begins

Avaya Aura ArchitectureIntelligent Access & Enterprise Application Integration

Communication Infrastructure

Collaboration & Interaction Applications

Core Communication Services

Perfo

rman

ce A

nalytics

Remote Mgt & Monitoring

Integrated Management

En

terprise, S

ervice Pro

vider,

and

3rd P

arty Mu

ltivend

or

Integ

ration

APIs, SDKs,

Dev Env

ApplicationEnablement

Group

one-XApps

ConferencingMessaging Video Interaction

MgmtInteractions

ProactiveContact

Self Service

ACD

User

CommunicationManager

Integrated Presence

App Enablement

Svr

SIP ApplicationServer

Session Management

Enterprise AppsProductivity Apps

SBCServersMediaServers GatewaysPhones

Office Phones

Mobile Clients

Speech Access

Access

PC’s

CMS Reporting

IQ Performance

Platform

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Serviceab

ility

EMEA Techshare 2009

The Future Begins

11© 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

Peer, Compose and OrchestratePBX

TransferConference

Bridge

TransferConference

Bridge

User ProfileDial Plan

CACSignaling

MediaRecords


CACSignaling

MediaRecords

Dialer

ConferenceRoute

Observe

ConferenceRoute

Observe

TransferPromptCollect

TransferPromptCollect

ConferenceAuthorize

Record

ConferenceAuthorize

Record

TransferContactDetect

TransferContactDetect


CACSignaling

MediaRecords


CACSignaling

MediaRecords


CACSignaling

MediaRecords


CACSignaling

MediaRecords


CACSignaling

MediaRecords


CACSignaling

MediaRecords


CACSignaling

Media


CACSignaling

Media

ACD IVR Conf bridge

CommonSession

ManagementServices


CACSignaling

MediaAccounting


CACSignaling

MediaAccounting

Connection

NetworkSIP

App App

SIP Presence

SOA

EMEA Techshare 2009

The Future Begins

12© 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

Avaya Architecture RoadmapPlatform Evolution for Customers

Ecosystem

FutureToday

AE

SA

ES

AE

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ice

Po

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Vo

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Communication Services / One XCommunication Services / One XCommunication Services / One XCommunication Services / One X

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Communications InfrastructureCommunications InfrastructureCommunications InfrastructureCommunications Infrastructure

CommunicationCommunication Manager ManagerCommunicationCommunication Manager Manager SESSESSESSES

CommunicationApplications


BusinessApplications


SIP

SIP

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SIP

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Communication Services / One XCommunication Services / One XCommunication Services / One XCommunication Services / One X

Inte

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Inte

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Avaya Aura Session ManagerAvaya Aura Session ManagerAvaya Aura Session ManagerAvaya Aura Session Manager

Communications InfrastructureCommunications InfrastructureCommunications InfrastructureCommunications Infrastructure





EMEA Techshare 2009

The Future Begins

Revolution in Communications Architecture

Flexibly connect users, applications and systems enterprise-wide

EnterpriseNetwork

CollaborationApps Video

AppsBusiness

Apps

AvayaNew York

AvayaLondon

NortelHong Kong

SiemensFrankfurt

Contact CentreMumbai

CiscoRome

Contact CentreChicago

Usersanywhere

AvayaLondon

NortelHong Kong

SiemensFrankfurt


CiscoRome

Contact CentreDublin

Data CentresData Centres

SIP Trunking

Avaya Aura™Communication

ManagerNew York

AppsIntegrated

Avaya Avaya Aura Aura

Session Session ManagerManager



EMEA Techshare 2009

The Future BeginsTraditional Trunks

PSTN used to route calls between sites. Routing reasonably simple to manage.

Cost associated with each call across the PSTN.

Customers wish to minimize

PSTNPSTN

With N number of sitesN trunk groups need to be configured

Move to IP trunking on private infrastructure to reduce call costs

EMEA Techshare 2009

The Future BeginsPrivate IP Trunking

Systems are linked by private or Virtual private IP networks.

For each System to have full knowledge of each other routes need to be

programmed. Alternate and redundant routing is complex

MPLSIP

With N number of sites

N2 -N trunk groups need to be configured

EMEA Techshare 2009

The Future BeginsAvaya Aura Architecture

System Manager provides Centralized Network Routing

Policy defines Global Dial PlanCentralized SIP trunks allow local ISDN

to be reduced.

PSTNIP

PSTNIP

Systems are linked by SIP trunks, High density central trunking is supported

Each System has to only know how to route to ASM and PSTN, With N sites

2 N trunk groups need to be configured

SIP

Session Manager

EMEA Techshare 2009

The Future BeginsOrder from Chaos, Enterprise-wide

One enterprise multi-vendor dial-plan–Centrally managed–Simplified and secure–Easily integrate multi-vendor legacy systems with SIP gateways

Immediate cost savings from –Enterprise-wide on-net calling–Global least-cost routing–Call out from the best location–Share fewer central SIP trunks–Reduce location-specific trunking–Negotiate across service providers

Migrate incrementally–Move critical workgroups to core–Upgrade legacy systems when needed–Consolidate applications into data Centres

IT Benefits

Usersanywhere

AvayaLondon

NortelHong Kong

SiemensFrankfurt


CiscoRome

Contact CentreChicago

Data CentresData Centres

SIP Trunking

Avaya Aura™Communication

ManagerNew York

AppsIntegrated





EMEA Techshare 2009

The Future BeginsBusiness Agility, Empowered People

One profile mapping each business user to their communications applications

–The same applications and number wherever people go, world-wide

–Quickly add different capabilities for different people and workgroups

Centralized communications–Unified communications & messaging–Video, web and audio conferencing–Connect stores and branches–Speech and video self service–Enterprise-wide reporting & analytics

Open application ecosystem–Common business application integration–Managed within enterprise data Centres

Business User Benefits

Shared Applications

SIP Trunking





EMEA Techshare 2009

The Future BeginsCustomer Service Everywhere

Enhance customer experience–Consistent brand image everywhere–Speech and video self service–Enrich stores and branches –Increased first-call resolution–Access to the right knowledge

Reduce enterprise costs–Voice Portal qualification, routing, self service, and reporting on any call

–Leverage experts across the enterprise–Route to the right agent when needed–Session Manager connects end-to-end with central control, eliminating “CTI pre-route” overheads and lowering TCO

Intelligent Customer RoutingCustomer Benefits

Waiting for you atthe airport…

Only $40.00/day!

SIP Trunking

VoicePortal





VoicePortal

EMEA Techshare 2009

The Future Begins

System ManagerSystem

Manager

Session ManagerSession Manager

ApplicationEnablementApplicationEnablement PresencePresenceCommunication

ManagerCommunication

Manager

Avaya Aura™

Scalable voice & video foundationSIP + Presence + Web ServicesOpen multi-vendor integrationMidsize to largest enterpriseSingle-site, branches, multi-site

Easy to purchase, install andmanage holistically

Evolutionary path protectingexisting investments

Comprehensive support and remote management services

Avaya one-X®

UC All Inclusive

Avaya Aura™

EMEA Techshare 2009

The Future Begins

StandardEdition

EnterpriseEdition

Rich Avaya solutions deliver business value today

Communication InfrastructureCommunication Infrastructure

Mu

ltivend

or In

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nM

ultiven

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r Integ

ration

Packaged foreasy deployment

Communications Manager 5.2 Enhancements

Communications Manager 5.2 Enhancements



Understand and manage communications across the enterprise

Understand and manage communications across the enterprise

Extend UC and customer capabilities to every branch, store and office

Extend UC and customer capabilities to every branch, store and office

Empower workers everywhere with mobile, teleworker, web and desktop

“UC All Inclusive” solution

Empower workers everywhere with mobile, teleworker, web and desktop

“UC All Inclusive” solution

Serve customers better with market-leading multi-channel Self Service

and Contact Centre solutions

Serve customers better with market-leading multi-channel Self Service

and Contact Centre solutions

Enhance collaboration and save money with messaging, speech,

conferencing and video solutions

Enhance collaboration and save money with messaging, speech,

conferencing and video solutions

Lower TCO with Communication Manager SIP-based architectureLower TCO with Communication Manager SIP-based architecture

Core Communication ServicesCore Communication Services

Collaboration and Interaction SolutionsCollaboration and Interaction Solutions

Perfo

rman

ce An

alyticsP

erform

ance A

nalytics

En

d to

En

d M

anag

emen

t Secu

rity an

d S

erviceability

En

d to

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anag

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erviceability

Our architecture enables natural evolution into the future

Next Steps

EMEA Techshare 2009

The Future Begins

Thank YouThank You

This presentation is provided under Non-Disclosure agreement. All roadmaps are subject to change at Avaya’s discretion

emea techshare 2009 the future begins avaya aura ™ a new era of business communications roger...

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