How is cloud relevantto my existing environment?!

Lee Williams – Director of Sales Avaya

Avaya Cloud Solutions Drivers

End  Customer  Market:  •  Lack  of  systems  flexibility  •  Inability  to  respond  to  market  

needs  •  Unexpected  costs  •  Constraints  on  capital  •  Increasing  business  risk  •  Reliance  on  scarce  skills  •  Concerns  about  resilience  and  

security    

Challenges  •  Pay  as  you  go    •  Cost    =  Revenue  Secure,  Resilient  and  Reliable  

•  Flexible  usage.  •  Mul,-­‐channel/Media.  •  Voice,  Video,  Web  Chat,  Text.  

Hosted  Avaya  •  U,lity  model  •  Flexibility  •  Carrier  grade  SLA/SLG  

 

A strategic partnership to develop the mid-market and enterprise cloud CaaS market

•  A  global  rela,onship  for  over  20  years  

•  BT  Wholesale/Avaya  mul,-­‐year  agreement  signed  in  May  2014  

–  Joint  investment  in  a  cloud  CaaS  pla_orm  

–  Avaya  Aura®  Contact  Centre  and  UC  technologies  delivered  over  BT  Wholesale’s  strategic  voice  infrastructure  

–  A  joint  go-­‐to-­‐market  agreement  

•  £10m  joint  investment  to  date  rising  to  £50m  over  5  years  

 

One  of  the  world’s  largest  providers  of  contact  centre  and  unified  communica,ons  services  

The  UK’s  leading  wholesale  communica,ons  business  

So – what does Avaya Cloud Solutions offer?

AVAYA CLOUD SOLUTIONS

•  Resilient  and  secure  network  with  QoS  

•  Scalability  

•  Cost  efficiency  

•  Future-­‐proofed  /  evergreen  

•  U,lity  (consump,on-­‐based)  model      

•  Best  of  private  and  public  cloud  

•  Full  Avaya  Aura  Enterprise  solu,ons  in  a  public  cloud  

•  Service  Level  Guarantees  

•  Carrier-­‐grade  network  connec,vity    

•  Geo-­‐resilient  

•  Single  desktop  to  network  solu,on    

 

Avaya Aura Enterprise reference architecture

ACCM  7  Cloud/SP  Edi,on  

Communica,on  Manager  6.2  

(include  Call  Centre  Elite)  

Session    Manager  6.2  

System  Manager  6.2  

U,lity  Services  6.2  

VPFM  3.0.2   vCenter   WebLM  6.2  

Applica,on  Enablement  Server  

6.2  

Secure  Access  Link  2.2  

Elite    Mul,channel  (EMC)   Workforce  

Op,misa,on  Avaya  Aura®  Messaging  

CMS   Experience    Portal  

AVAYA  NETWORKING  

VMWARE  VSPHERE  HIGH  AVAILABILITY  WITH  DISTRIBUTED  RESOURCE  SCHEDULER    

SESSION  BORDER  CONTROLLER  AND  FIREWALL  

ACM  Web  Client  

96x1   96x0   One  X    Amendant  

One  X    SIP  

Voice  

EMC  Desktop  

Mul,channel  

ACM  Web  Client  

96x1   96x0   One  X    Amendant  

One  X    SIP  

Voice  

EMC  Desktop  

Mul,channel  

Cloud  Tenant  1   Cloud  Tenant  2…N  

ACS – a geo-resilient architecture, delivering carrier-grade service

Aura  Cloud  reference  architecture  

BT  data  centre   BT  data  centre  

BT  Network   BTW  SIP  Trunking  End-­‐customer  

BTW  Ethernet  

WAN  Access  

HA  DRS  clusters  

HA  DRS  clusters  

ACS  SERVICE  BOUNDARY  

CHANNEL  PARTNER  SERVICE  BOUNDARY  

Delivering an end-to-end service

BT  data  centre   BT  data  centre  

BT  Network   BTW  SIP  Trunking  End-­‐customer  

BTW  Ethernet  

WAN  Access  

HA  DRS  clusters  

HA  DRS  clusters  

Call  processing  availability  99.99%  pa  

CALL  PROCESSING  IS  UNDERPINNED  BY  SERVICE  LEVEL  GUARANTEES  

SLGS  TRACKED  BY  END-­‐CUSTOMER  LEVEL  

ACS  SERVICE  BOUNDARY  

CHANNEL  PARTNER  SERVICE  BOUNDARY  

Complete managed service

Gateways  

Networking    

Applica,ons  

Session  border  controllers  

Compute  

Storage  Integrated  support  

Integrated  management  

TOTAL  INVESTMENT  TO  DATE  $10,000,000    

Everything  needed  for  business  communica,ons  in  a  pre-­‐integrated,  pre-­‐tested,  plug  and  play  solu,on  

What’s the difference with the commercial model offered by Avaya Cloud Solutions?

•  Billing  based  on  usage  

•  Available  as  a  service    

•  Addi,onal  elements  can  be  ‘turned  on  and  off’  as  required  

•  Average  high  water  mark  model  for  calcula,ng  contact  centre  usage    

Based  on  profile  consump,on    

Average high water mark pricing model

•  A  ‘peak  concurrent  usage’  model  would  charge  for  110  agents    

•  The  ACS  AHWM  model  charges  for  71  agents  

•  Delivers  incremental  savings  of  circa  35%      

0

20

40

60

80

100

120

140

160

180

01-Jan 08-Jan 15-Jan 22-Jan 29-Jan

DAILY VOLUME OF CC AGENTS ACROSS A TYPICAL MONTH

Standard scenario Burst scenario

•  A  ‘peak  concurrent  usage’  model  would  charge  for  161  agents  

•  The  hosted  Avaya  HWM  model  would  charge  for  81  agents  

•  Reduc,on  of  51%  

TYPICAL  CC  PROFILE  

BURST  SCENARIO  

110  

161  

©  2015  Avaya  Inc.  All  rights  reserved.   87  

Benefits of the commercial model offered byAvaya Cloud Solutions

•  Enhanced  flexibility  to  respond  to  user  needs  

•  No  capex  for  new  func,onality  

•  No  upgrade  costs      

•  Minimum  contract  length  (12  months)  

•  Access  to  the  full  Avaya  Aura  Enterprise  Solu,on  Suite    

•  Focus  on  business  transforma,on  projects      

•  Facilitates  business  con,nuity      

Why Avaya Cloud Solutions?

Proactive ManagementJay Matthews – 4net Technologies Service Delivery

Drivers from around the world

A  contact  centre  integra,on  suite  that  :    •  Meets  constantly  changing  business  need.  

•  Is  cost-­‐effec,ve.  

•  Bridges  contact  centre  and  enterprise.  

•  Bemer  leverages  exis,ng  resources.  

•  Is  simple  to  deploy,  use  and  support.  

Agent Work Place Snap-in Architecture

Agent Work Place deliverables

•  Agent  Work  Place  Agent  Workplace  

•  Enterprise  Presence  

•  Contact  Centre  Presence  

•  Agent  State  Control  

•  Voice  Control  

•  Data  Tagging  

•  Directory  

•  Task  Scheduler  

•  Call  History  

•  Email,  SMS,  Chat  (MM  license)  

•  Business  Apps  

•  MSCRM  

•  SAPCRM  

•  Salesforce.com  

•  ServiceNow  

•  Others  by  demand  

Agent Work Place Differentiators

Lower TCO• Virtualisable,  small  footprint  • Lower  deployment  cost  • Lower  infrastructure  cost  • Lower  maintenance  cost  

Architectural  simplicity  • Snap-­‐in  architecture  •  Industry-­‐standard  OS  •  Industry-­‐standard  database  • Simplified  integra,on  op,ons  

Re-­‐uses  exis,ng  investment  

• Leverages  Avaya  CM  core  • Uses  Avaya  Elite  rou,ng  • Complements  Avaya  CMS  • Customer  retains  exis,ng  skills  

Agent Work Place Differentiators

Granular  event  data  capture  

• Adds  to  exis8ng  Avaya  repor8ng  • Cradle-­‐to-­‐grave  granular  data  • Stored  in  accessible  database  • Delivers  new  levels  of  analysis  

Open  database  • Standard,  open  SQL  database  • Accessed  via  standard  tools  • All  data  easily  extractable  • Provide  BI  teams  with  new  insight  

Scalability  • From  very  small  to  very  large  • Simple,  repeatable  price  model  • “Tens”  to  “thousands”  of  seats  • Covers  very  broad  market  

Agent Work Place Agent State Control

Agent Work Place Voice Control

Voice Control  

Agent Work Place Enterprise Presence

Agent Work Place Agent Presence

Agent Work Place Presence – Buddy List

Agent Work Place Wallboard & Queue Presence

Agent Work Place Call Work Code

Agent Work Place Directory

Agent Work Place Directory with Presence

Agent Work Place Task Scheduler

Agent Work Place Call History

Multimedia – Cradle-to-Grave

Granular  event  details  for  UCID  ED76F434-­‐3AF7-­‐4634-­‐804E-­‐

E2833DEE4944  

Summary  data  for  UCID  ED76F434-­‐3AF7-­‐4634-­‐804E-­‐

E2833DEE4944      

List  of  all  transac,ons  by  UCID  

Delivering business benefit

•  Unites traditional contact centre & evolving enterprise

•  Improves agent productivity and performance

•  Simple, low risk deployment mitigates risk

•  Small hardware footprint reduces TCO

•  Flexible, modern architecture delivers flexibility