pierre blom channel manager nordic & baltic’s. nes a compelling combination large, loyal...
TRANSCRIPT
Pierre Blom
Channel Manager Nordic & Baltic’s
NESA Compelling Combination
Large, loyal Customer Base
Strong Channel Centric Go-to-Market Model
Accelerated innovation through added expertise and the ability to increase investment
Opportunity to provide maintenance services to the NES base and the NES Partner Community
Geographic Scale and Industry Breadth
Innovations that Synergistically Enhance the Portfolio
Nortel Integration
Additional Resources Added to Avaya– Organization implemented Day 1
Integration Plan Prior to Acquisition Closing – NES was restructured prior to December 18
Shared Vision of Product Architecture … SIP– Roadmap delivered 30 days from closing as
committed
Companies Have Similar Heritages– Cultures similar … Different stages of transforming
Acquisition Closed by End of Year as Committed
NES Acquisition Financing
Purchase Price $900M
Financing is a combination of cash, debt and equity
Additional financing committed – cost and pricing of debt not impacted by rating
NES Financially Restructuring Assets as Required by Bankruptcy before purchase by Avaya
Apply Avaya Operational Improvement Programs
Transformation of Avaya
Implemented Business Unit Structure
Implemented Operational Management System
One Touch Supply Chain Transition
Increased Investments in Process and Systems
Launched Channel-Centric Go-to-Market Strategy
Introduced Channel Enabled Services Strategy
Strategic Priorities FY10
Increased Relevance
Operational Improvement
s
Profitable Growth
NES Integration
FY10
Well Positioned for Unprecedented Market Opportunities
Innovation is Key to Market Leadership
Channel Focus Gaining Momentum
Strategy Solid – Financial Model Strong
Continued Focus on Ease of Doing Business
Great Progress on Our Transformation … Despite Global Recession
In Summary
Integration Roadmap
April 2010
Asko HotakainenSenior Sales Engineer
© Avaya Inc. 2010. All rights reserved. 10
Key Topics
Global Communications market leader uniquely focused on enterprise communications
Leadership
Roadmap Evolutionary path for every customer
Portfolio Strategy
Protect existing investmentsExtend with new applications and valueGrow into future enterprise-wide architecture
Vision No boundaries – driving productivity and accelerating business across the enterprise
© Avaya Inc. 2010. All rights reserved. 11
The Markets We Serve
UC CC Data Services
Small & Medium Enterprise
Enterprise
Midsize Enterprise
Business Impacting Trends
12
SocialNetworking
Virtual Worlds and Communities
Environmental
Generational
Economy & Growth
MobileLiving
Impact of Social Media
The World has Changed
© 2009 Avaya Inc. All rights reserved. 14
% of self service transactions performed over web 2005 - 2009
% of Gen X internet userswho posted about a product or service
Evolution of Standards - New Enablers
Challenge: We need to work together!
ApplicationsApplications
Not communication enabled
& Siloed
CommunicationsCommunications
Disparate
Multivendor
End UsersEnd Users
Disjointed Workflows
No context
?16
Business Process Transformations:80s – 90s Computing
Automation of Tasks and DataMillennium - IP Networking
No-Boundaries, Globalization
NEXT WAVE – Real-time Communications
Business Process Transformations:80s – 90s Computing
Automation of Tasks and DataMillennium - IP Networking
No-Boundaries, Globalization
NEXT WAVE – Real-time Communications
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)
17
ApplicationsApplicationsCommunicationsCommunications
Avaya ACE Integrates your Communications and Business Applications
Communication Standard Interfaces (SIP, CTI…)
Communication Standard Interfaces (SIP, CTI…)
Avaya ACE software provides developer toolkits and applications that allows: Flexibility at the desktop Integration to 3rd party
business applications Custom or packaged
applicationsRobust Exposed
Services: Unified context and
presence Composite Applications IT Toolkit for simplified app
development
Avaya ACE software provides developer toolkits and applications that allows: Flexibility at the desktop Integration to 3rd party
business applications Custom or packaged
applicationsRobust Exposed
Services: Unified context and
presence Composite Applications IT Toolkit for simplified app
development
IT Standard Interfaces (Web Services, Plug ins…)
IT Standard Interfaces (Web Services, Plug ins…)
18
Avaya ACE Applications for UC Desktop
19
Challenge:Increase social networking, real
estate savings for a global, mobile, knowledge-based workforce.
Solution:UC Desktop with IBM Lotus, HSBC
Corporate Portal and ACE Hot Desking.
Integrate Nortel, Cisco and Tandberg solutions federated in four regions.
Results:Employee productivity increased.Reduced travel costs.
UC Desktop (Microsoft, Lotus)
Savings of $300/user/yr on travel and conferencing
Corporate Portal
Time Savings $1500/yr/employee
Mobile Cost Optimizer
Call Charge Savings of
$540/user/yr
© Avaya Inc. 2010. All rights reserved. 20
Powered by SIP:Open & Standardized
Avaya Vision
Delivering Communications Enabled
Business Systems
Enabling Effective & Contextual Collaboration
PLUG & PLAY COMMUNICATIONS
© Avaya Inc. 2010. All rights reserved. 21
Avaya Unified Communications Portfolio
CommunicationsSystems
All current Avaya andformer-Nortel enterprise communication systems, gateways, and phones
UserCollaborationProductive 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
Application
ConnectionManagement
Access
© 2009 Avaya Inc. All rights reserved. 22
Application
ConnectionManagement
Access
Application
ConnectionManagement
Access
IP H.323
TDM/ISDN
Past Present Aura
Access
Application ApplicationSIP Presence
SOA
SIP
Core technology change drives fundamental architecture change
Evolution of Enterprise Communications Architecture
SIP based Communications applications
© Avaya Inc. 2010. All rights reserved. 23
Avaya Aura™
PSTNIP/SIP based
USERSUSERSAppsAppsAppsAppsTelephonyTelephony
SIP based Communications applications
© Avaya Inc. 2010. All rights reserved. 24
Avaya Aura™
IVRIVRCCCCUSERSUSERS
ACEACE
Conferens
PSTNIP/SIP based
TelephonyTelephony
Resources Brought to the
Customer
??
25
Context Based Communications:
Traditional Routing Model
CustomerData
CustomerData
CustomerData
Self-ServiceCustomer
Routed to Agent
CustomerRouted to Agent Conference
Persistence
CustomerContext
Recording
Customer Service Collaboration Session
AgentAssist
CustomerMulti-Channel
Service
Self-Service
ExpertAssist
CTI
CTI
Integrated Product PortfolioRoadmaps
DataUCCC
The Unique Value ofAvaya Data Networking
28
The Markets We ServeEthernet
Switching
Branch& RemoteEnterprise
Campus
Data Center
Wireless Networking
Unified Branch
Access Control
Unified Management
Continuing aggressive investment in the Portfolio
Avaya’s Unique Value Proposition
29
Up to 7X better resiliency 100% Call Completion even
during failure scenarios
Intelligent components & designs, powerful networking
that can be fully trusted to deliver
Improving the effectiveness of a business by creating a simpler & more effective
network
Networking that is deterministic & optimized, and
one that delivers superior value for money
Up to 20X better performance Pioneered best-practice design,
saving 1/3 equipment
Up to 50% better TCO Up to 40% more energy-efficient
Efficient
Cost Effective
Dependable
The Bottom Line
30
5-Year cost comparison of Avaya & Cisco Systems provides telling results
Cisco premium can be over 100%
Up-front CAPEX is the largest cost comparison component
Maintenance and support is not insignificant
Power consumption is becoming a consideration
3,000 User Campus LAN Cost Comparison
Highlights
High performance resiliency
Pioneering Switch Cluster high-availability solution
2nd largest Core installed-based
1st & only to break through the Terabit Stackable boundary
True end-to-end high-availability solution
Recently refreshed portfolio
Ethernet Switching
31
Core
Sta
ckab
le C
has
sis
Access
Mo
du
lar
Ch
assi
s
Wireless Networking
32
Highlights
Highlights
Complete 802.11 a/b/g/n portfolio
Optimized for voice & multimedia
Strong WLAN resiliency, scalability and security
Partnerships with market leading vendors
Compatible with any network
Cam
pu
sB
ran
ch
Bra
nch
WA
N C
ore
Unified Branch
33
Highlights
Up to 5X reliability & 2X performance advantage over market leader
Tighter integration between all Branch devices
3rd-party compatibility with SIP Call Servers & IP Phones
Delivers the survivable SIP Voice platform for the Branch
Highlights
Application co-residency delivers lower CAPEX & OPEX
Provides integrated workflows for managing unified communications networks
Integrated workflow reduced errors
Increased multi-vendor support
Simplified system admin configuration simplifies use
Unified Communications Management
34
IP Flow Manager
Configuration & Orchestration Management
Network Resource Manager
Virtualization Performance & Fault Manager
Subscriber Manager
Enterprise Policy Manager
Unified Communications
Integration Roadmap
© Avaya Inc. 2010. All rights reserved. 36
Unified Communications Roadmap Strategy
Continue to benefit with existing systems
Upgrade to currentSIP-ready releases
Richer support and professional services
Integrate current systems into Avaya Aura™
Share SIP-based applications across all users and locations
Evolve to an open and flexible enterprise-wide real-time architecture
New innovations driven with combined investment
Industry-specific solutions
Grow
Protect
Extend
© Avaya Inc. 2010. All rights reserved. 37
Legacy Meridian
CS 1000MCS 5100
BCM/SRGBranches
CS 2100SL-100
Legacy DEFINITY
Evolutionary Path for Every Customer
CommunicationManager
AS 5300
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
Integral 55(Germany/EMEA)
© Avaya Inc. 2010. All rights reserved. 38
CS 1000 RoadmapToday 12 Months 18-30 Months
Extend value with Avaya Aura™ Compelling ROI Shared SIP Applications Common User Interfaces
Avaya Aura™
SIP-based Access
CS 1000BCM branches
CS 1000 R6 (today)
CS 1000 R7
Continue to add CS 1000 phones and systems
Upgrades and Extensions
Application & Services Integration
Voice/VideoServices
PresenceServices
Session Manager
System Manager
CS 1000BCM branches
Meridian
upgrade
1100/1200 SIP phonesAvaya Aura™ ready
Chart 39
CS1000 Release 7.0
Open• IP-Based Media Services• SIP Line & Trunk progression• SIP Clients• SIP Contact Centre Enhancements• Integrated IM and Presence• Enhanced IP Call Recording• IPv6 • Co-resident solutions• UC Integration with Microsoft & IBM UC
Secure• Integrated Session Border Control• Enhanced Security Management
Resilient• Automatic Data Replications• Survivable SIP Media Gateway
• Increased capacity• Removal of distance limitations
• Enterprise Converged Branch• Design for Operability
Simple• Centrally Managed High Scalability
Solution• System Capacity increases• Centralized Management (TM retirement)• Simplified Deployment & Configuration• IP Attendant Console• IP Line Enhancements• Product Improvement Patches Integrated
Contact Center Communications
Product Strategy & Roadmap
Context Center RoadmapToday 12 Months 18-30 Months
Avaya CC Elite: mission critical voice
Voice Portal First /ICR: enhanced self-service & CAPEX reduction
Avaya CC Elite to NGCC stepping stones: SIP trunks, ICR, Avaya one-X® Agent 2.0
Infrastructure & interoperability investment protection with Avaya AuraTM
In addition to multi-channel, NGCC path forward expands to also support 7 x 24 critical and voice-only operations
Partner and Avaya Advisory and Implementation Services
Avaya Call Center Elite
Avaya Interaction Center (AIC)
Upgrades and Extensions
Avaya Intelligent Customer Routing (ICR)
extend
NES Contact Center Straight-forward upgrade to NGCC for NES Symposium and NES Contact Center customers
NGCC is path for SIP Multi-Channel Contact Centers for Mid Market in 2010 and Enterprise in 2011
Initial NGCC release: CC Reporting and Agent Desktop
Avaya CMS: Extend with Avaya Performance Center actionable insights
Avaya Performance Center supports CC Reporting consolidation
Avaya Performance Center, Avaya WFO, NGCC are path forward
Today 12 Months 18-30 Months
Avaya Work Force Optimization
Performance Solutions Roadmap
Avaya Performance Center
Avaya IQ
NES CC Reporting
NES Contact Recording and Quality Management (CRQM)
upgrade
Avaya Call Management System (CMS) Upgrades and Extend with APC
Avaya one-X® Agent
NES CC Agent Desktop (CCAD)
NGCC Agent Desktop
Today 12 Months 18-30 Months
Self-Service Roadmap
NES Interactive Communications Portal (ICP/SCE)
upgrade
+ Proactive Outreach
Customer Experience PortalAvaya Voice Portal (Dialog Designer)
Avaya Proactive Contact
NES Media Processing Server (MPS) support
Extend and transition applications
Open Standard Service Creation New and existing VXML/CCXML based
applications run on Voice Portal
Voice Portal is path forward Leveraging ICP, NES Media Application
Server (MAS) and Service Creation technology in Voice Portal & Customer Experience Portal
Avaya Voice Portal (Dialog Designer): new Self-Service Applications
Avaya Proactive Contact: new Outbound Dialer systems
Avaya Proactive Outreach Manager: multichannel customer care
Customer Experience Portal: Multichannel Inbound / Outbound
Voice Portal & ICP: Straight-forward upgrade
© Avaya Inc. 2010. All rights reserved. 44
Avaya Product Lifecycle Policies All current UC products are available for sale throughout 2010
The only UC end-of-sale to be announced in 2010 is NMC and MCS 5100
Any future end-of-sale for any product will have at least 9 months notice
Products have 6 total years of support following any end-of-sale
Years 1 2 3 4 5 6
End of Sale
Announcementminimum 9 months
End of Product Orderability
End of Manufacturers
Support (Software)
Extended Software Support(optional, for purchase)
End of Extended Support
End of Manufacturers
Support (Hardware)
Extended Hardware Support(optional, for purchase)
End of Extended Support
© Avaya Inc. 2010. All rights reserved. 45
Summary and Next Steps
Summary
Protect your investments, simplify and lower TCO with upgrades and on-going support
Extend business value with new SIP-connected productivity applications and accelerate business processes with ACE
Grow at your own pace into the Avaya Aura™ enterprise-wide architecture and enhanced collaboration and customer service solutions
Next Steps
Adopt current releases, become SIP-ready
Incrementally add “self funded” application value
Start detailed discussions with Avaya and partners
PLUG & PLAY COMMUNICATIONS
Tack