Moving at Customer Speed

Greg Weber

Director, Office of the CTO, Avaya

“Nearly half of global business leaders

expect their industries to be disrupted

by digital business trends over the next

three years.

Companies are responding by investing

in speed and software.”

Harvard Business Review, 2015

Communication

Platforms Analytics

Team

Engagement

Applications

Customer

Engagement

Applications Secure Automated

Network

Services

Engagement

Framework for Avaya Engagement

Communication

Platforms Analytics

Team

Engagement

Applications

Customer

Engagement

Applications Secure Automated

Network

Services

Engagement

Framework for Avaya Engagement

• Application Development Platform

• Workflow Automation

• Snap-In Services

• Embedded Technology

• Mobile Clients and Client SDK

Avaya Breeze™

• Application Development Platform

• Workflow Automation

• Snap-In Services

• Embedded Technology

• Mobile Clients and Client SDK

Avaya Breeze™

Customer Engagement Applications

• Omni-Center

• Multi-Channel

• Selectable Response Services

• Multi-Touch

• Proactive Outbound Notifications

Custo

mer-

Facin

g

• Application Development Platform

• Work Assignment

• Real-Time Speech Analytics

• Workflow Automation

• Context Store

• Mobile Clients and Client SDK

• Embedded Technology

Customer

Engagement

Applications

Interaction

Center

Automated

Chat

Elite

Avaya Aura

Contact Center

Mobile Video

Elite

Multi-channel

Phone Call

Social Media

Mobile App

Website

Email

SMS

Voice Messaging Video

Live Agent Self-Service Automated

Team Engagement Applications

Em

plo

yee-F

acin

g

• Application Development Platform

• Work Assignment

• Real-Time Speech Analytics

• Workflow Automation

• Context Store

• Mobile Clients and Client SDK

• Embedded Technology

Team

Engagement

Applications

Avaya Messaging

Service

Avaya Aura

Conferencing

Avaya Scopia

• Omni-Touch

• Multi-Model

• Selectable Response Services

• Multi-Touch

• Multi-Party Conferencing

Phone

Browser

Mobile App

Desktop App

Email

SMS

Voice Messaging Video

Live Agent Self-Service Automated

Team

Engagement

Applications

Customer

Engagement

Applications

Analytics

Communication

Platforms

• Data Collection

• Data Transformation

• Data Analysis

Analytics and Reporting

Customer

Engagement

Applications

Team

Engagement

Applications

Analytics

Communication

Platforms

• Data Collection

• Data Transformation

• Data Analysis

Analytics and Reporting

IQ Reporting

Communication

Platforms

Customer

Engagement

Applications

Team

Engagement

Applications

• Multi-Platforms

• Aura, IP Office, 3rd Party

• Deployment Agnostic

Communications Platforms

Communication

Platforms Analytics

Team

Engagement

Applications

Customer

Engagement

Applications Secure Fabric

Networking

Services

Engagement

Workforce Optimization

Devices

Customer

Engagement

Applications

Team

Engagement

Applications

Analytics

Communication

Platforms

Client SDK

Customer

Engagement Client

Customer / Partner

Developed

Brio

Communicator

Customer / Partner

Developed

Scopia Desktop

Cloud Application Link

Clients and Devices Clients

H175

E169

Mercury

Sonic

96x1

Clients

Devices

Communication

Platforms Analytics

Team

Engagement

Applications

Customer

Engagement

Applications

Flexible Deployment Options

• Deployment Options

• Service Availability

OpEx

Secure Automated

Network

On-Premises

Cloud

Public Hybrid Private

SaaS PaaS

CapEx or OpEx

Secure Automated

Network

Customer Engagement Apps

Avaya SDN FxTM

Team Engagement Apps

Avaya BreezeTM

Analytics

Communications Platform

Communication

Platforms Analytics

Team

Engagement

Applications

Customer

Engagement

Applications

Pod Fx

Avaya Layered Security

Public, Private,

Hybrid, On-

Premises

http://www.zang.io

Zang Framework

Real-Time

Communications

Integration

Communications

Applications

as a Service

API

as a Service

Communications

Platform

as a Service Application Store

Platform

• Record Every Word to the Cloud

• Voice and SMS solutions

• Context-based Communications

• Keyword Search within Recording

• Reliable cloud access

• Privacy and Security

• 60M Recordings to Date

• #4 Top Grossing App in the Business Category App Store

Zang Use Case

TelTech

Communication

Platforms Analytics

Team

Engagement

Applications

Customer

Engagement

Applications Secure Automated

Network

Services

Engagement

Framework for Avaya Engagement