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Technology Enabling the Avaya Vision Nikolas Stefanou Technical Sales, Greece, South Balkans, Cyprus, Albania & Malta 29 October, 2007 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. ‹#› Business Business Imperatives Imperatives Intelligent Communications Intelligent Communications Solutions © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. ‹#› Customer Imperatives Drive our Technology Roadmap Business Imperatives Worker Imperatives Revenue growth: superior customer service Cost reduction: worker & business efficiency Manage risk Mobility with ubiquitous access Ease of collaboration IT Imperatives © 2006 Avaya Inc. All rights reserved. Rapid, flexible deployment Clear ROI & investment protection Avaya – Proprietary & Confidential. ‹#› Improved Customer Service, Worker Productivity and Business Efficiency Customers Locations Workers Dynamic & ubiquitous access to key resources & expertise 24 x 7 Consistent experience across locations and modes Easy to use; easy collaboration Multi vendor/standards based systems and support Holistic, intuitive approach to management, reporting and presence Always on: Secure, reliable, scalable and manageable © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. ‹#› Business Imperatives ImpactCommunications on Business Intelligent Intelligent Communications Solutions © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. ‹#› Intelligent Communications Key Attributes Intelligently connects workers, customers and processes Delivers a consistent intuitive user experience across devices Seamlessly and openly integrates communications with business applications Provides a reliable, ubiquitous, secure, open-standards based communication foundation across a variety of networks Embedding communications solutions into customers’ processes to profoundly transform their business 2006Avaya AvayaInc. Inc.AllAll rights reserved. ©©2006 rights reserved. Avaya – Proprietary & Confidential. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only. ‹#› 6 Evolution to Intelligent Communications Highly Resilient IP Networks Intelligent Communications Converged IP QoS Traditional • Separate voice, video & data networks • Mode specific devices • VoIP Gateways • Integrated voice, video & data applications • Enterprise wide application optimization • Deploy and leverage IP infrastructure • Rich multimodal user experience • Dynamic applications • Comm-Enabled Business Processes • Built on Converged Networks Best Effort Integrated © 2006 Avaya Inc. All rights reserved. Modular Systems Avaya – Proprietary & Confidential. Service Oriented Architecture ‹#› Business Imperatives Intelligent Communications Embedded into Business Processes Intelligent Communications Solutions © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. ‹#› Intelligent Communications Solutions IP Telephony Unified Communications Contact Centers Communications Enabled Business Processes Reliable Multi-modal Communication Worker Productivity Improved Customer Service Business Efficiency IP Telephony provides the rich foundation for Communication Applications Unified Communications: Unified experience, intelligence and best in class functionality Contact Centers: not just Customer Service, but an enterprise ready to serve Communications Enabled Business Processes via APIs, web services and orchestration © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. ‹#› Intelligent Communication Solutions Customer Value & Key Attributes IP Telephony Unified Communications Contact Centers Communications Enabled Business Processes Reliable Multi-modal Communication Worker Productivity Improved Customer Service Business Efficiency SIP, IP, Digital & Analog Cross Network Management Scale Security Simplification Avaya Support, Consulting, & Systems Integration © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. ‹#› SIP is a Key Enabler of Intelligent Communications Multi-Vendor Interoperability Presence and Events Native Support for Multimedia Easier Call-Context Integration (CCI) © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. ‹#› Converged Communications Enterprise Service Provider Interworking over SIP Application Services IMS Service Execution IP Multimedia Framework Subsystem Access Control IP Telephony Server Data Network Small Office PSTN Mobile Network Data Network Required Attributes: WiFi/ WiMAX PSTN Small Branch Mid-Size Campus •SIP, H.248, H.323, QSIG Networking •Presence: Enterprise-Wide & Federated •Scale up to Large, down to Small •Multiple Domains: P2P and Centralized •Next Generation CTI: Call and Context Avaya Support, Consulting, & Systems Integration © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. ‹#› Intelligent Communications Solutions Customer Value & Key Attributes IP Telephony Unified Communications Contact Centers Communications Enabled Business Processes Reliable Multi-modal Communication Worker Productivity Improved Customer Service Business Efficiency Unified Access Mobility Telephony Messaging Conferencing Video Presence Multi Vendor Avaya Support, Consulting, & Systems Integration © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. ‹#› Increased Productivity for the Information Worker Deployed in Multiple Ways Communications Driven IP Telephony Audio Conferencing Voice Messaging Video Conferencing Web Conferencing Instant Messaging Presence © 2006 Avaya Inc. All rights reserved. Productivity Apps Driven Importance of Industry Standards Allows for flexibility & extensibility Easy Access to Enterprise Applications Consistent implementation of Business Rules & Policies Enables presence to be federated & shared No one vendor will provide it all – multivendor by design Avaya – Proprietary & Confidential. Email Document Management Calendar Web Conferencing Emerging Web Tools Presence ‹#› Increased Productivity for Workers Wherever They Are At Desk or On Campus On the Road Airport Consistent user experience Variety of environments, networks & devices Centralized Intelligence/Control Interoperability via Standards Accessible to employees and customers with disabilities © 2006 Avaya Inc. All rights reserved. Remote or At Home Home In collaboration with “best of class” mobility partners Avaya – Proprietary & Confidential. ‹#› Intelligent Communications Solutions Customer Value & Key Attributes IP Telephony Unified Communications Contact Centers Communications Enabled Business Processes Reliable Multi-modal Communication Worker Productivity Improved Customer Service Business Efficiency Routing Reporting & Analytics Self Service Proactive Contact Multi-channel Quality Assurance Avaya Support, Consulting, & Systems Integration © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. ‹#› Avaya Customer Interaction Suite Right People, Right Time, Right Information, Superior Result Supplier Customer Experience Analytics Contact Center Contact Center SW Multi Channel Service Operational Reporting & Mgmt Branch Mobile Worker Quality Assurance Work at Home Agent Personalized Service Mgmt Customers Proactive Contact Resident Expert Resident Expert Speech Self Service International Contact Center Partners © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. ‹#› Intelligent Communications Solutions Customer Value & Key Attributes IP Telephony Unified Communications Contact Centers Communications Enabled Business Processes Reliable Multi-modal Communication Worker Productivity Improved Customer Service Business Efficiency Process Integration Service Orchestration Event Processing Notification & Response Avaya Support, Consulting, & Systems Integration © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. ‹#› Communications Enabled Business Processes A Definition… Provides business processes and applications with the ability to initiate and track real-time multi-channel communication with process users and decision makers Objective: Make processes more efficient © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. ‹#› Communications Enablement Business Processes - TODAY The business process stops - waiting for human response and action Human latency is introduced Process is vulnerable to human error Communications Enabled Business Processes Human interaction is embedded-in, and controlled by, the business process Communications are invoked as required Interactions are fully closed-loop © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. ‹#› Communications Enabled Business Processes Customer Business Processes Innovative SOA design with 22 patent applications Consulting, Custom Software, Integration & Ongoing Support Services & Maintenance Web Services Adaptors Events Avaya Communication Enabled Business Process Solution Avaya Communications Process Manager A software solution that enables Avaya communications applications to be integrated into customer business processes through customizable Web Services SIP SIP TTS/IVR Mobility Conf. Messaging Telephony Presence Avaya Communications Resources © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. ‹#› Communications Enabled Business Processes Contact Centers IP Telephony © 2006 Avaya Inc. All rights reserved. USER Unified Communications INFRASTRUCTURE CUSTOMER Communications Enabled Business Processes PROCESSES Key Component of Avaya Intelligent Communications A holistic combination of technology, consulting, and services that integrates Avaya Intelligent Communication within your business process Avaya – Proprietary & Confidential. ‹#› Thank You IP Telephony Unified Communication Contact Centers Communications Enabled Business Processes Reliable Multi-modal Communication Worker Productivity Improved Customer Service Business Efficiency This is Avaya …. How can we help you? © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. ‹#›