why avaya breeze makes unified communications & … · 2016. 7. 11. · call redirection for...

WHY AVAYA BREEZE MAKES

UNIFIED COMMUNICATIONS &

CONTACT CENTER

SOLUTIONS "GREAT"

Bernard Gutnick Senior Director – Product Management Avaya

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© 2016 Avaya Inc. All right reserved 4

AGENDA

Avaya Breeze Overview

Five Proven Ways to Make Unified Communications and Contact Center Solutions Great:

– Avaya Out of the Box applications

– Avaya Professional Services Engagements

– Avaya Professional Services Applications

– DevConnect Partner Offered Solutions

– Customer Developed

Easy to Get Started with Collaboratory

Q & A – Open Discussion

© 2016 Avaya Inc. All right reserved


AVAYA FOCUSES ON EMPOWERING

PEOPLE TO COMMUNICATE

Web / Web RTC

Voice / IVR

Mobile / SMS

Email

Social

Video

Any device, any network, anywhere


WE’VE EARNED THE BUSINESS OF GLOBAL LEADERS

WITH GREAT SOFTWARE APPLICATIONS AND SERVICES

Voice /

IVR

Mobile /

SMS

Email

Social

Video

Web /

Web

RTC

Enabling Unique Business Applications

97% 95% 90%

Avaya Communication Applications

Virtualization Reliability Management Scalability Security

Team

Engagement

Patient

Engagement Networking Mobile Cloud

https://youtu.be/d4xRxsSCWMI


THE DIGITAL TRANSFORMATION RAISE EXPECTATIONS

FOR OUR CUSTOMERS SERVING THEIR CUSTOMERS

Voice /

IVR

Mobile /

SMS

Email

Social

Video

Web /

Web

RTC



Team

Engagement

Patient


▸ Satisfy changing expectations

▸ Deliver new services to

maintain competitive

▸ Leverage new innovations

▸ Rapidly design and new

applications



AVAYA BREEZE ENABLES UNIQUE APPLICATIONS FOR

CUSTOMER AND TEAM ENGAGEMENT

Voice /

IVR

Mobile /

SMS

Email

Social

Video

Web /

Web

RTC



Team

Engagement

Patient


Software Foundation For

Creating Unique

Applications

Avaya BreezeTM



AVAYA BREEZE SNAP-INS MAKE IT EASY

Voice /

IVR

Mobile /

SMS

Email

Social

Video

Web /

Web

RTC



Team

Engagement

Patient


Avaya BreezeTM

Leverage Breeze Snap-ins To Build Applications

WebRTC Real-Time

Speech

Context

Store

Work

Assignment

Engagement

Designer

Call Park

and Page

Engagement

Assistant Co-Browse

Mobile

Video Presence

Future

Capabilities



WEBRTC SNAP-IN FOR WEB – MAKE WEBSITES GREAT

FOR CC WITH REAL-TIME ASSISTANCE

Customers can add voice or video communications within websites

Sessions are handled like any other calls

Agents can use their existing desktop and H.323 or SIP hard or softphone

Agent Assistance


CO-BROWSING SNAP-IN: CUSTOMER AND AGENT

º

Customer Window Agent Window

Co-Browsing

Online Help

Sync Option

Unique Session key for each session

Request control option


MOBILE VIDEO SNAP-IN – ENABLES AGENT

COLLABORATION FOR MOBILE USERS

Enable Mobile and Web Applications to be connected to the Contact center with Voice and Video

Extend investments in contact

centers to web and mobile channels

Capture context and attributes for

intelligent routing and analytics

Seamlessly connect to enterprise

within mobile and web applications

Real-Time patient Engagement

Embed Video into Applications For

Immediate Response

Voice and

Video

Web/Mobile Developers SDK

Avaya one-X Agent


WEBRTC SNAP-IN MAKES MOBILE APPLICATIONS

INTERACTIVE

Customers can add voice or video communications within mobile applications

Medical coverage subjects are handled like any other calls

Agent can use their existing desktop and H.323 or SIP hard or softphone

Agent Assistance

C a l l 9 11


AVAYA REAL-TIME SPEECH – INVOKE WORKFLOWS WITH

HUMAN VOICE

Works with active calls in real-time

Empower agents by automatically pulling up voice-driven context sensitive documents on their screens

Ensure Telecommunications Consumer Protection Act compliance rules are met. Every agent must say:

– “This call is recorded. Thank you for being a valued ATF attendee!”

Developer-friendly APIs


AWARE RESEARCH CONSIDER PURCHASE LOYAL

Context Store

Calls with support question

CUSTOMER JOURNEY

Orders tickets over the phone

Email order confirmation

Work

Assignment

Self-service

Learns of new product

Signs up for email updates

Reads online Reviews

Marketing CMR ERP IVR Contact Center

USE THE CONTEXT STORE SNAP-IN TO GATHER

INFORMATION FROM MULTIPLE DATABASES

Could the experience be different if the agent knew:

1) I have a Visa card 2) Vacation Club member 3) Sent an email about packages 4) Have stayed at a Hotel 5) Member of DVD club


Utilize graphical user interface, with drag

and drop capability, to develop workflows

Integrate snap in and Avaya Breeze

capabilities into workflows

Utilize extensive, expandable and customizable

palette to tailor and customize workflows

Leverage data grid for long term storage of

workflows to support long running transactions

CREATE GREAT APPLICATIONS WITH

AVAYA ENGAGEMENT DESIGNER

Easily Produce Journey Maps Utilizing An Intuitive Development Interface

Faster time to market, without Java or communications knowledge

Attend the 4th ATF “BreezeLive” Breakout Today and See it Live!


EASY TO BUILD BREEZE APPLICATIONS


HOT OFF THE PRESS –

PURCHASE SNAP-INS FROM THE AVAYA SNAPP STORE

WWW.SNAPPSTORE.AVAYA.COM

http://www.snappstore.avaya.com/


MANY STANDARD REST INTERFACES TO CRM

APPLICATIONS ARE AVAILABLE


LET’S LEARN FROM AVAYA CUSTOMERS –

SUCCESS LEADS TO FURTHER SUCCESS

Make it Believable

– It starts by identifying an opportunity

– Get people in a room to share ideas

Make it Predictable

– Leverage what has been done before

– How many engineers, what’s the timeframe and cost?

Make it Repeatable

– Leverage the learnings for the next application

Avaya Out of the

Box

Avaya Professional

Services Custom

Avaya Professional

Services Applications

Partner Developed

Customer Developed

Avaya

Applications

Virtualization Reliability Serviceability Scalability Security Management

Team Engagement Patient Engagement Networking Mobile Cloud

Five Market Proven

Breeze Deployment Models


PREDICTABLE AND REPEATABLE SUCCESS:

#1) AVAYA OUT OF THE BOX BREEZE APPLICATIONS

Standard Breeze Applications

– Engagement Assistant

– Call Park and Page

As easy as ordering and implementing any standard solution sold for years

Avaya Out of the

Box

Avaya

Applications



Five Market Proven

Breeze Application Models


ENGAGEMENT ASSISTANT SNAP-IN MAKES

COLLABORATION EASY

Customer

meeting

Hi Mr. Jones, nice

to talk to you!

One conference number to dial for all meetings

No numbers to remember

Automatically reads your Microsoft Outlook calendar

Automatically enter bridge numbers and PIN codes

Speech recognition enables hands-free operation

• Helps you select which meeting to join

• Perfect for use while driving

Supports all devices

Desktop, mobile, home

Supports multiple solutions

Avaya Aura® Conferencing

Scopia®

3rd party conference bridges

You have 2 meetings at 10am.

Customer meeting and staff

meeting. Which meeting

would you like to join?


CALL PARK AND PAGE SNAP-IN

Call Park & Page Snap-in Dr. Smith hears

page and dials Park extension

Patient calls Dr. Smith 1

Operator dials Park extension and parks call 2

5 Caller is connected to Park extension with music

3

Attendant pages Dr. Smith to pickup parked call

4


LET’S CONTINUE WITH MORE SUCCESS:

#2) AVAYA PROFESSIONAL SERVICES CUSTOM APPLICATIONS

Demonstrated success with several deployments

References available

Customers can work directly with our APS team on engagements

Let’s look at some examples for making UC and CC applications great

Avaya Out of the

Box

Avaya Professional

Services Custom

Avaya

Applications



Five Market Proven



CALL REDIRECTION FOR CALL RE-DIRECTION – MAKES

UC GREAT FOR SALESPEOPLE

Bob Smith

Call

Client List Number Screen

Mary Lee 408 555-1212 Yes

Bob Smith 415 555-1212 No Contact center

Karen See 650 555-1212 No Contact center

Priority List

Mary Lee High Priority

Select

Contact center Representative

Sales Executive Trying to Sell to Mary Lee


APS CUSTOMER SUCCESS HAS LEAD TO

#3) APS OUT OF THE BOX APPLICATIONS

Standard APS Breeze Applications:

– Call Re-direction

– Smart Caller ID: CC Outbound

– Enhanced Caller ID: Inbound

– Compliancy Announcement

Avaya Out of the

Box

Avaya APS Custom

Avaya Professional


Avaya

Applications



Five Market Proven



Callback

OB

Call

APS OUT OF THE BOX BREEZE APPLICATIONS : ENHANCED

CALLERID FOR OUTBOUND CONTACT CENTER

Mary Lee – Orlando

OB Call

Name Area Code CallerID

1 Boston 617 617-333-4545

2 Orlando 786 786-555-1000

3 New Orleans 504 504-301-2111

… … … …

500

Bob Smith- Boston

Call 786-538-3333 Display 786-555-1000

Call 617-841-2199 Display 617-333-4545

CallerID – DID Mapping

Boston Agent 617-333-4545

Orlando Agent

National Outbound Contact Center


ASSURING PREDICTABLE REPEATABLE SUCCESS:

#4) BREEZE APPLICATIONS WITH DEVCONNECT PARTNERS

Avaya business partners have developed unique applications

You can evaluate applications which have been validated by Avaya

Avaya Out of the

Box

Avaya Professional

Services Custom

Avaya Professional


Partner Developed

Avaya

Applications



Five Market Proven



Call

Call

INBOUND CALLER ID PRO-ACTIVE LOOKUP

CALLER ID FOR INBOUND AGENTS

Customer dials company number

Avaya Breeze looks up Caller ID against public and internal databases

Name is sent back to Avaya Session Manager

Name appears on the desk phone

Agent answers caller by name

Powered by DevConnect Partner Engelbart Software

Caller ID

Database 408-562-3878

Show on Display Bernard Gutnick

408-562-3878


AVAYA’S CUSTOMERS USING BREEZE IS THE ULTIMATE MEASURE OF SUCCESS:

#5) CUSTOMER DEVELOPED GREAT APPLICATIONS

Success with their first Avaya Breeze Application leads to further success

When a customer starts with their first application……

Watch them grow!

Avaya Out of the

Box

Avaya Professional

Services Custom

Avaya Professional


Partner Developed

Customer Developed

Avaya

Applications



Five Market Proven



FIRST BREEZE SUCCESS AT UNIVERSITY LEADS TO

MORE – MAKES STUDENT EXPERIENCE GREAT

Elevator Emergency SMS Notification application saves thousands of dollars

The Initial Spark from a Hackathon

EDP

Outbound CC Event Ticketing Helps

Alumni Fund Raising

Outbound SMS Bike Shop

Repair Status

Outbound SMS Parking Meter

Generates Revenue

First success lead to more than 40 applications

Working on More!

Outbound Calls Alumni Donor Fund

Raising


IT ALL STARTS WITH THE WHITEBOARD, PIZZA & DRINKS

EXPLORE THE OPPORTUNITIES TO MAKE GREAT APPLICATION

Avaya Out of the

Box

Avaya Professional

Services Custom

Avaya Professional


Partner Developed

Customer Developed

Avaya

Applications



Five Market Proven

Breeze Deployment Models


TEST OUT GREAT IDEAS BEFORE PRODUCTION

WITH AVAYA COLLABORATORY

Subscription model

– Includes basic support hours

Jumpstart without up-front infrastructure upgrades

– Available to customers, channel partners, ISVs and Integrators

Pre-configured, ready for immediate use

– Encompasses Breeze 3.1 service methods: voice, email, SMS, video,

US $999 3-month subscription including 3 hours tech support

Enterprise Corporate

Developers

ISV Developers

Systems Integrators

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Avaya

Applications



Avaya Aura®

Platform stack

Avaya Scopia®

video infrastructure

Email & SMS

service support

Avaya clients & PSTN access

QUESTIONS AND

OPEN DISCUSSION

Bernard Gutnick Senior Director Avaya Product Management [email protected] +1 (408) 562-3878 @gutnick

mailto:[email protected]


AVAYA BREEZE BOOT CAMPS

Hands-On Classroom Educational Training Classes:

– Intended for technical developers to design, build and run Avaya Breeze

Programming Avaya Breeze™ Snap-ins using Java SDK (Java development experience recommended)

– May 10, 2016 Dubai, UNITED ARAB EMIRATES

– May 18, 2016 Coppell, UNITED STATES

– May 25, 2016 New York City, UNITED STATES

– June 1, 2016 Sao Paulo, BRAZIL

– June 8, 2016 Frankfurt, GERMANY

– June 15, 2016 Esentepe - Istanbul, TURKEY

– June 22, 2016 Markham, CANADA

– June 29, 2016 Miami, UNITED STATES

Registration for customers and partners at www.avaya-learning.com


AVAYA BREEZE BOOT CAMPS

Hands-On Classroom Educational Training Classes:

– Intended for technical developers to design, build and run Avaya Breeze

Programming Avaya Breeze™ Snap-ins using Engagement Designer

– May 8, 2016 Dubai, UNITED ARAB EMIRATES

– May 16, 2016 Coppell UNITED STATES

– May 23, 2016 New York City, UNITED STATES

– May 30, 2016 Sao Paulo, BRAZIL

– June 13, 2016 Esentepe - Istanbul, TURKEY

– June 20, 2016 Markham, CANADA

– June 27, 2016 Miami, UNITED STATES

– July 11, 2016 Singapore, SINGAPORE

Registration for customers and partners at www.avaya-learning.com

Visit Our Smart City

6:30pm 9:00pm

Monday, April 4

7:00am 8:30am

12:15pm 1:30pm

Tuesday, April 5

7:00am 8:30am

12:15pm 1:30pm

6:00pm 8:00pm

Wednesday, April 6

7:00am 8:30am

(Expo closes after

breakfast)

Thursday, April 7

Expo Hours

Complete your survey at the end of the session in the Mobile App

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why avaya breeze makes unified communications & … · 2016. 7. 11. · call redirection for...

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