- 1. Building communications continuity into your business
continuity planning
2. Industry: Cost of Downtime (est. per hour)
- Brokerage operations $6,450,000
- Credit card authorization $2,600,000
- Web-based Business $150,000 - 225,000
- Package shipping services $150,000
- Catalog sales center $90,000
- Airline reservation center $89,000
- Cellular service activation $41,000
- On-line network fees $25,000
What will Communications DowntimeCost your Business? 3. Market
Landscape What is Out There For You?
- Demand for Recovery and Operational Resiliency is growing.( A
Gartner 2007 survey showed 45% of the respondents reporting an
IT-DR budget increase from 4% to more than 8%.)
- Business Continuity historically has been IT-DR focused, but
with new classes of threats, it now needs to include all operations
and be more comprehensive.
- A study says that only 2% of enterprise consider communications
as part of their BC/DR plan
- Voice is arguably the most critical application, being able to
communicate with employees, customers, suppliers during unplanned
disruptions.
4. Key Message! Reacting to a Disruption Don't takeavailability
of communications for granted!
- Your communication infrastructure may not be ...
-
- ... asresilient and reliableas it needs to be (Is one lost data
link the end to your communications capabilities?)
-
- ...easy to use(How do your employees call for help?)
-
- ... able toreach the necessary people(Does away from the desk
mean out of control?)
-
- ... able tocapture all necessary information(Do you know where
exactly in your building that 911 call came from?Does your security
team know all about that malicious call that your call centre agent
is just now receiving?)
-
- ... capable of aquick recovery(Can you quickly set up an
alternative communication hub if you are forced out of your
building to enable your core business functions to continue?)
5. The Message: The Three Rs of Enterprise Communications
Continuity
- Enables organizations to plan for, react to and recover from a
disruption with communications
Identify Risk Define Responsibilities Prepare Plan Sustaining
Actions Plans:Day-Week-Month Communicate Activate Notify Plan
Engagement When we took a hard look at our business continuity
plans and the security and emergency readiness of our network, we
concluded that this wasnt an area where we wanted to leave anything
to chance. San Francisco International Airport Refine Respond
Recover Severe Weather Power Outage Terrorism F I R E 6. Risk
Management Framework Event Event Response Objectives Impact
Statement Impact Comparison Against Objectives Response Plan Social
Impact Corporate Impact Personnel Impact Customer Impact Passive
Impact Assessment Social Impact Corporate Impact Personnel Impact
Customer Impact Active Impact Assessment Social Response Corporate
Response Personnel Response Customer Response 7. Four Strategies
for Delivering Communications Continuity 2009 Avaya Inc. All rights
reserved.
- Build Social Distancing into your organization
8.
- Staff unwilling/unable to work in central location
- Social cocooning becomes dominant
- Businesses are unprepared for long term employee absence
- Prepare for technological and business impacts
- Provide employees with capabilities to which theyre
accustomed
- Staff should be reachable by customers and co-workers in the
same manner as before the pandemic
Implement Teleworking Strategy Knowledge Workers and Contact
Center Agents Recent outbreaks of swine flu highlight the need for
companies to have in place pandemic plans that address workforce
absenteeism rates of 40% or higher. - Gartner Inc. analyst Rick
DeLotto ` 9. Architecture for Disaggregated Offices
- A single event can shut down a officefor days, weeks,
months
- Contact centers are extremely vulnerable
- Dependence on a single physical location risks complete shut
down
2009 Avaya Inc. All rights reserved.
- Rapid deployment is critical
- Ensure unique communications needs are met with multi-vendor
platform integration
- Free contact centers from geographical constraints with
real-time agent login
This is a really lousy economic time for businesses to have to
go cold turkey and not be able to carry on,Chuck Wilsker President
and CEO of The Telework Coalition in Washington, D.C o o o Session
Manager Session Manager Session Manager Feature Server Feature
Server Feature Server SP Avaya Aura 10. Expand Self-Service 2009
Avaya Inc. All rights reserved.
- Your customers want less face to face interaction
- They will want to find ways to do business from their home
- Can your available resources handle core volumes
- Automate customer interaction with voice and Web solutions
- Conduct an assessment to identify self service strategy based
on business needs
- Communicate with customers & employees via automated
tools
Crisis Event Stage Transaction Rates PrePeakPost Resource Supply
Resource Demand 11. Support Sequestering
- Key employees with mission-critical roles must work with
restricted access to society at large
- Groups of employees must be able to change locations
quickly
- Certain geographies might not be accessible for work
2009 Avaya Inc. All rights reserved.
- Ensure flexibility and rapid deployment with a network
integrated temporary communications solution
- Emulate real-life interaction with video collaboration
- Prepare for severe scenarios with satellite based solution
12. The Avaya Notification Server - Overview 13.
Enterprise/Campus wide - Urgent Notification
- Increased Risk, Threat and Cost, resulting from
-
- Natural disasters (Hurricanes, Tornados, Tsunamis), resulting
from global climate change
-
- Regional political turmoil
-
- Terrorist or criminal activity
- Increased Awareness of the Need to be able to Effectively
Respond
-
- 911 calls and ability of first line response (e.g. campus
security) - seconds can cost lives
-
- Weather (snow storms, tornadoes, hurricanes) stay at home,
alternative office, facilities
-
- Coordination of response teams in the event of an
emergency
- Timely Effective Centrally Managed Response Increasingly
Critical
14. A Notification System
- A centrally located alert and notification system for use by
business leadership,
- human resource management, first line response teams and public
safety workers
- An ability to convey critical information and instructions
across the organization or response network, real-time
- Triggered at the push of a button or automated
- Pre-configured, dynamic and personalized messages
- Instructions on what to do, how to proceed and how to
respond
- Target specific individuals and groups within the organization
or network by roles,responsibilities and location
- Capture and consolidate response real-time, regardless of
communications mediums
- Support post event analysis
15. Avaya Notification Server Architecture AVAYA NOTIFICATION
SERVER (ANS) Notify and Response SMS Channel IP Network, PSTN, and
Wireless IP Phones Analog Phone Mobile Desktop ANS Web Portal WiFi
SMS Email Text & Audio Text & Audio Text & Audio Audio
Text Text Text IP Phone Channel Voice Channel Email Channel
Business Processes (CEBP) Emergency Alerts IM Channel WiFi Channel
Vertical Solutions (Financials, Healthcare, Hospitality, Public
Sector) Web Services Interface Future Future Notify and Transfer
Notify and Conference Multimodal Notifications Escalation Tree User
/ Group Profiles IT System Alarms Smart Finder Proactive Outreach
Notify and Merge Future 16. ANS Connectivity 17. ANS Feature
Highlights
- Management Console / Admin UI (Web Portal)
-
- Message Creation (Pre-recorded and Text-To-Speech)
-
- Broadcast (Groups, Priority, Security/PIN)
-
- Reporting on Message Broadcast (Real-time, End of Broadcast
reach, response, response time and device)
-
- User / Group Profile and LDAP Synchronizing
- Broadcast Trigger (Management Console, Phone or Third party
system)
- Multi-model Notification (2-way Voice, 2-way Avaya IP Phone,
1-way SMS & Email/SMTP)
- Notify and Response, Notify and Transfer, Notify and
Conference
- Throughput and Capacity 5,500 Voice Notifications (60 second
message) 1 hour
- Integrated with Avaya Communication Manager R4 and above
- Open Web Services API for integration with third party
systems
- Horizontally scalable architecture, Highly Available (HA)
- Allow Custom Application Add-on
-
- Custom Web Service API adapters
-
- Custom Voice Portal (IVR) Applications
18. Emergency Notification Use Cases 19. Emergency Operations
Center 20. Critical Business Event 21. Tornado Threat - Branch 22.
Major Financial InstitutionLeverages Virtual Workforce
- Operation depends on over 2000 people working in Manhattan
- Business Continuity Mandate to work from anywhere
-
- Driven by need travel, customer visits
-
- Driven by necessity pandemic,weather, strike, terrorism
-
- Avaya one-X Portal enablesemployees to work at home,moving
critical face toface employees to NJ sites
For companies trying to justify business continuity initiatives
as a consequence of virtualization, typically absence rates
decline, employee satisfaction increases and productivity grows 23.
Communications Preparedness Summary
- Dont be caught off guard build a plan today
-
- How would you have reacted if we reached Stage 6 in the recent
pandemic?
- Model and test your plan, to ensure smooth operations
-
- Are you confident your enterprise can do without communications
for a day?Week?
- Build flexibility into yourcommunications plan
-
- Do you know where and whenyour business continuity planwill be
called upon?
2009 Avaya Inc. All rights reserved. 24. Related Offers
- CC Pandemic Readiness Review
- CC Pandemic Desktop Exercises
- Telecommuter / Home AgentProgram Development
- Telecommuter / Home AgentProgram Evaluation
- Self-Service Application Development
- Emergency Broadcast Notification
- Enterprise Continuity Assessment& Mitigation
- Mobile Communications System
2009 Avaya Inc. All rights reserved. 25. 2009 Avaya Inc. All
rights reserved. Questions