driving business outcomes with avaya … · driving business outcomes with avaya breeze™ snap-ins...
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© 2016 Avaya Inc. All right reserved 2 2
AGENDA
New priorities for IT: Deliver fast, focus on value !
Avaya Breeze Snap-ins ! Time to market
New Business Outcomes using Breeze
© 2016 Avaya Inc. All right reserved 3
Past Now & Future
Recent
Access
Access Access
Connection Mgmt
App App
H.323/Unistim SIP
SIP
Legacy TDM IP Telephony Enterprise IMS
Data “Grids”
Application
Connection Mgmt
Application
Connection Mgmt
EVOLUTION OF COMMUNICATION SYSTEMS
© 2016 Avaya Inc. All right reserved 4 4
IT DEPARTMENTS HAVE NEW EXPECTATIONS FROM
INTERNAL CUSTOMERS
CIO+
CMO
CEO
COO
“CIOs are now also Chief Innovation Officers, Heads of
HR, Chief Supply Chain Officers, and Heads of Shared
Services to name just a few.” Peter High, Forbes
http://www.forbes.com/sites/peterhigh/2012/11/14/the-emergence-of-the-cio-plus/ http://en.wikipedia.org/wiki/CIO-plus
© 2016 Avaya Inc. All right reserved 5 5
CIO’S INNOVATION PRIORITIES
Cost Cutting
(+ 9 points)
. http://reports.informationweek.com/abstract/83/12315/IT-Business-Strategy/Research:-2014-Strategic-CIO-Priorities.html
48% 27%
CIOs top concern is not being able to
execute fast enough.
Improving
Customer
Service
(+10 points)
Introducing IT Led
Products for
Customers
33%
© 2016 Avaya Inc. All right reserved 6 6
WHAT IF YOU COULD…
Increase Time to Market by
Allowing Even Non-Developers to Create Applications Based on Business Needs
© 2016 Avaya Inc. All right reserved 7
AVAYA AURA® ARCHITECTURE
System
Manager
SBC
SIP
Trunks PSTN
SIP SM SM SM
SM SM SM
Breeze CM
CM CM
SIP
SIP Hard and
Soft Endpoints
Third Party
SIP Endpoints
SIP
CM Elite
SIP
3rd Party
Equipment
CM EP EP AAM AAM
Avaya Aura®
Media Servers
CM/CS1K + AACC
Contact Center
© 2016 Avaya Inc. All right reserved 8
Active-Active Scalability
Breeze
Snap In
Breeze
Web Connection
Breeze
Big Data Access
Real Time Communications
Tight Integration w
Existing Equipment
Agile “Clean, Build, Deploy, Test”
Snap IIn
Breeze
Snap- in
Active-Active Scalability
o o o
PSTN
Web
Endpoints
PILLARS OF AVAYA BREEZE
© 2016 Avaya Inc. All right reserved 9
Enabling Unique Business Applications
WHAT DRIVES BREEZE BUSINESS VALUE?
AVAYA BREEZE SNAP-INS
Avaya Breeze
Web /
Web
RTC
Voice /
IVR
Mobile /
SMS
Social /
Text
Video
WebRTC Real-Time
Speech
Context
Store
Work
Assignment
Engagement
Designer
Call Park
and Page
Engagement
Assistant Co-Browse
Mobile
Video Presence
Leverage Breeze Snap-ins To Build Applications
Avaya Communication Applications
Team
Engagement
patient
Engagement Networking Mobile Cloud
Scalability Security Virtualization Reliability Serviceability Management
Future
Capabilities
© 2016 Avaya Inc. All right reserved 10 10
Context Store Real-Time Speech
AVAYA BREEZE SNAP-INS
What is a Snap-in?
– Modular and re-usable code or capability that connects, enables, or facilitates a desired application outcome
Value:
– Quickly and cost effectively integrate new capabilities into business processes and functions
– Efficiently reuse core capabilities across multiple business applications and functions
– Flexibly select and use the ones you want
WebRTC
Snap-in Powered by Avaya
Breeze
Engagement Assistant
Work Assignment Engagement Designer
© 2016 Avaya Inc. All right reserved 11
Breeze Breeze Breeze
INTERNET
AVAYA SNAP-IN DEPLOYMENT
System Manager
White List
Scopia Maker
“Snapp Store”
Web RTC
Users
Call Blocker
Call Blocker
IT Manager
deploys Snap-in
IT Manager chooses
Snap-in and # licenses
and downloads
SM SM SM
SM SM SM
Call Blocker
Call Blocker
© 2016 Avaya Inc. All right reserved 12
Breeze
Call Blocker
Breeze
Call Blocker
Breeze
Call Blocker
System Manager
SNAP-IN DEPLOYMENT
IT Engineer loads the compiled Snap-in
IT Engineer writes a Snap-in
IT Snap-in
IT Snap-in
IT Snap-in
IT Snap-in
IT Manager deploys Snap-in Users
SM SM SM
SM SM SM Administrator assigns Snap-
in to users
© 2016 Avaya Inc. All right reserved 14 14
#1 BREEZE SNAP-IN:
CALL REDIRECTION MANAGER
White List + Remote #
Account Exec
Central Customer Care Breeze
Major Client
Unproven Client
© 2016 Avaya Inc. All right reserved 15 15
CALL REDIRECTION MANAGER AT A MAJOR FINANCIAL
INSTITUTION
Client Execs Focus on Critical Clients
Specific Client Calling Access Set by Each AE
Contact Center Role is Personal Assistant
Client
List Number Screen
Mary Lee 408 555-1212 Yes ->
Cellphone/Home
Bob Smith 415 555-1212 No Assistant/CC
Karen See 650 555-1212 No Assistant/CC
White List
Call
Client
High Value Client
Assistant
Account Executive
Breeze
16
“Avaya’s White-listing application allows us to streamline the way
our customers communicate with us. The application allows us to
best match which of our clients calling our branches are directed
to the best possible resource while allowing our branch
employees to focus on the most important clients. Over 20 million
calls annually will pass through this application.
This allows for an efficient and effective use of resources while
providing the highest level of service quality to our clients”
Global Voice and Contact Center Architect
A Major Financial Institution
© 2016 Avaya Inc. All right reserved 17
#2 BREEZE SNAP-IN:
CALLER ID MASKING FOR MAJOR MANUFACTURER
ACME Employee Directory
Dial ACME Employee
Susan Expert
Dial ACME Customer
Bob Smith
Display “Steve Fuji”
(408) 562-9878
Display “ACME Support”
(800) ACME
Susan Expert ACME Level II Tech Display “Steve Fuji”
Bob Smith ACME Customer Display “ACME Support” Not Steve’s Private Caller ID
Breeze Selects Employee CLID or Generic CLID Displayed
Breeze
ACME Employee
Steve Fuji Hi-Tech Support
© 2016 Avaya Inc. All right reserved 18
#3 BREEZE SNAP-IN:
NURSE CALL INTEGRATION FOR A HOSPITAL
1: Patient Presses Nurse Call Button
2: Nurse Duty Roster Data Retrieved
3: Available Nurses/Docs Contacted
5: Best/Fastest Answered Nurse Connected to Patient!
4: Some Are Busy
Breeze
© 2016 Avaya Inc. All right reserved 19 19
NURSE CALL INTEGRATION DETAILS
Device Integration Android Device Communicates with Breeze Snap-in Collaboratory Early Beta Runs Scopia Client Video Capable Connects with Video Integrated Bedside Terminal
Business Value: Better Patient Service Much Quieter Hospital = Patient Satisfaction! Increased Revenue
© 2016 Avaya Inc. All right reserved 20 20
A LARGE MANUFACTURER’S BUSINESS PROBLEM
A Large, Distributed Multi-National Company with > 160,000 Employees
Deep Need to Collaborate
– Lots of Meetings
– Travel is Expensive and Not Allowed for Internal Meetings in Many Cases
– Must Meet Hand’s-Free Laws in Cars
Workforce is Mobile
– BYOD is Supported and Widely Used
– Concerns with Texting and Driving
IT Needs a Solution That Integrates with Existing Equipment – Quickly
© 2016 Avaya Inc. All right reserved 21 21
#4 BREEZE SNAP-IN:
ENGAGEMENT ASSISTANT
Cloud Based Solution
– Added in Less than 2 Weeks!
– Debugged in a Single Day!
Minimal Resources Required
– No Dedicated IT Staff
– No Training Required
Total Hands-Free Conferencing
– No More Conferencing Numbers
– No More Security Codes to Type in
22
“This is really cool – a great timesaver!”
“I had two meetings at the same time and the personal
assistant let me choose the one I wanted, and I didn’t
have to enter the conference number.”
Feedback from Company with 20 IT staff
© 2016 Avaya Inc. All right reserved 23
Agent
PSTN / SIP
Caller ID
Customer in TX Customer in FL
Breeze
Smart CID
CM
SM SM
“TX” “FL”
#5 BREEZE SNAP-IN:
SMART CALLER ID
1. Agent Dials Texas Customer
2. SM Sends Call to Breeze
3. Breeze Snap-in Reads Caller ID Database
4. Call Delivered Showing TX Caller ID
5. Same Agent Dials Florida Customer and Gets FL Caller ID
Destination Based Outbound Caller ID Spoofer
© 2016 Avaya Inc. All right reserved 24
Customer Logs in and Loads Shopping Cart but Doesn’t Buy
1
The Cart is Saved in Context Store
2 Breeze
Context Store
#6 BREEZE SNAP-IN:
CONTEXT STORE & CO-BROWSE
© 2016 Avaya Inc. All right reserved 25
Agent Discusses and Sends SMS/Email with Link 4
Both Co-Browse to Get The Right Price and Shipping
5
The Transaction is Completed!!
6
Breeze
Customer Calls and Agent Sees Customer’s Cart 3
INCREASED BUSINESS WITH CONTEXT
© 2016 Avaya Inc. All right reserved 26
#7 BREEZE SNAP-IN:
AVAYA REAL-TIME SPEECH SNAP-IN
Faster, easier real time speech development
Utilize RESTful web APIs
Simple, flexible, and powerful query structure
Integrate Real-Time Speech Search WITH Enterprise and Contact Center Apps
Now real-time visibility for faster decision making
Solving For The Right Outcome In The Moment
© 2016 Avaya Inc. All right reserved 27
Jane Calls Sam, a Home Finance
Customer, About a Loan Application
Sam Answers, Jane Starts Application
Discussion
Customer
Answers
Jane Forgets to State License # And Hears a Reminder
Tone
Reminder Tone
Played
“Beep…Beep…
”
Jane Inserts License # and
Reminder Tone Stops
Agent Correction Agent Places
Outgoing Call
FINANCE COMPLIANCE USE CASES
© 2016 Avaya Inc. All right reserved 28 28
“Incident” being worked by
Incident Manager
Best Matches Populated in Browser
Window of Manager
Real Time Speech Assist Enabled
Manager clicks thru returned info to
work the incident.
Key Words spoke by manger are
sent to knowledge base
Faster resolution, better use of
knowledge base less down time
REAL TIME SPEECH AT A MAJOR BANK
© 2016 Avaya Inc. All right reserved 29
MAJOR UNIVERSITY ELEVATOR PROBLEM
>400 Elevators on campus
Emergency call button in each
Local laws require answer in 60 seconds
© 2016 Avaya Inc. All right reserved 30
• Development time: ~30 hours
#8 BREEZE SNAP-IN:
UNIVERSITY BREEZE ELEVATOR SOLUTION
ALERT!!
1245 Campus Way,
Chemistry Building
Elevator B123
Breeze
public final void callIntercepted(final Call call) // invoked when call comes in
{
Participant callingParty = call.getCallingParty();
Participant callBreezearty = call.getCallBreezearty();
logger.fine("Call from " + callingParty + " to " + callBreezearty);
// lookup and gather customer information
String custNumber = callingParty.getHandle();
String sms = custInfo.getSms(call);
List <String> smsDest = custInfo.getSmsDest(call);
// form and send SMS message
try {
logger.fine("Send SMS to: " + smsDest);
SmsRequest smsreq = SmsFactory.createSmsRequest(smsDest, sms);
smsreq.setSender(custNumber);
smsreq.send();
logger.fine("Sent SMS: " + smsreq);
}
catch (CollaborationBusException e1) { logger.error("Problem sending SMS ",e1); }
// let the call go through to its final destination
// let the call go through to its final destination }
}
Security Office
1234 Campus Way -
B123
31
“Major cost savings. No 3rd
party service required!”
“Better customer service. Person who activated the emergency
button is able to talk to somebody on campus, knows campus and
can get immediate feedback from the operators/dispatchers.”
“This service allows us to consolidate and save money – and use
the existing Avaya services we already were using.. Saving $400K
yearly!!”
Telecom Director
University in United States
© 2016 Avaya Inc. All right reserved 32
Utilize extensive, expandable palette
to tailor and customize workflows
Long terms storage (days, weeks,
months) of workflows
Greater enterprise control over
workflows and journey maps
MAKING IT EASY
AVAYA ENGAGEMENT DESIGNER
Empower Enterprise Resources to Easily Produce Customer Journey Maps Utilizing a Single, Graphical, Intuitive Canvas
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