Innovating with Unified Communication Webinar Slides

Innovating with Unified CommunicationDavid Lover- Arrow Systems Integration, VP of Strategy and Technology

March 17, 2016

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The Experience Economy – Selling Products or Experiences

Commodity

1₵ to 2₵ a cup

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Goods

5₵ to 25₵ a cup

4


Experience

$3 to $5 a cup

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Commodity

1₵ to 2₵ a cup

Goods

5₵ to 25₵ a cup

Experience

$3 to $5 a cup

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ROI of UC Integration

Source: Marty Parker, UniComm Consulting LLC

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Source: Marty Parker, UniComm Consulting LLC

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> Customer or Employee Self-Service

> Works on any device

– Web Sites

– Mobile Clients

– Any OS

> Works across UC Vendors

– Avaya Voice

– Lync IM/Desktop Share

– Server-Side Presence Interop between Avaya and Lync

via UCWA and TSAPI (CE - coming soon)

> Use Case: Commerce Website

– Connect User with an Expert

– No user plug-ins, No Lync

– Call routed based on skills and availability

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Top 10 Business Priorities - Gartner Rank

Increasing Enterprise Growth 1

Delivering Operational Results 2

Reducing Enterprise Costs 3

Attracting and Retaining New Customers 4

Improving IT Applications and Infrastructure 5

Creating New Products and Services (Innovation) 6

Improving Efficiency 7

Attracting and Retaining the Workforce 8

Implementing Analytics and Big Data 9

Improving Business Processes 10

12

Internet of Things: Market Forecast CY17

Energy Computing Telecom Consumer

$7 B $16 B $197 B $3 B $27 B $908 B $179 B $356 B

Sy stem Rev enue

IntelligentSystems

1.7T$

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IoTCONNECT – Making the Internet of Things a Reality

IoTCONNECT is an Arrow Cloud “marketplace” for sensor and end-solution OEMs

Built on a globally-distributed, linearly-scalable PaaSplatform for the Internet of Things, including sensors, mobile devices, and data center systems.

Backed by the depth and breadth of Arrow Electronics, and its global partnerships with components manufacturers and enterprise customers, we can make the Internet of Things a reality instead of another marketing fad.

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Analytics/Machine Learning Process Flow

Machine learning and AI have made signif icant strides, taking ideas

such as Big Data to a much higher level. A collection of techniques

know n as Deep Learning, has seen much interest. The results of

these advances — seen in areas such as speech recognition and

language understanding — are already show ing up on w ebsites,

applications and devices the public is using on a regular basis.

Define Key Performance

Indicators

Gather and Clean Data

Explore & Analyze

Build/Refine Model and apply algorithms (deep learning/OPID/T

PID, etc)

Evaluate resultsData

Analysis Product

VisualizeMake

Decisions

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Door to Balloon

> Time Measurement of Emergency Cardiac Care of STEMI

– Core quality measurement for the JCAHO

– Starts with patient’s arrival in the ER

– Ends when a catheter guide wire crosses the culprit lesion in the cardiac cath lab.

– ACC/AHA guidelines recommend <90 minutes

– Fewer than 50% of patients receiveintervention within the guideline-recommended timeframe

JCAHO – Joint Commission of the Accreditation of Healthcare Organizations

ACC - American College of Cardiology

AHA – American Heart Association

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Door to Balloon

> The D2B Alliance advocates six key evidence-based strategies (and one

optional one)

1. ED physician activates the cath lab

2. Single-call activation system activates the cath lab

3. Cath lab team is available within 20–30 minutes

4. Prompt data feedback

5. Senior management commitment

6. Team based approach

7. (Optional) Pre-hospital 12 lead ECG activates the cath lab

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Door to Balloon

Proactive (Outbound)

Reactive (Inbound)

Message Tracking

Acknowledgement

Voice – to – Data

Data – to – Voice

Text / SMS

Voice

Messaging

Real Time

Closed Loop

Multi-Media

Multi-

Channel

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Integrating to Create Customer Solutions

IoT CONTACT CENTER UC/CEBPANALYTICS &

SERVICE MANAGEMENT

> Sensors (Jabra Pulse)

> iOS/mobile applications

> Azure cloud applications

> IoTConnect - IoT Application Platform

> Avaya, CaféX

> Mobile Video

> Context

> ExpertConnect

– Lync in Business Workflow

> Deep Avaya & Microsoft knowledge and integration

> Prism OneView

> Prism Managed Services

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Avaya AES API’s

> TSAPI

– Telephony Services API

> JTAPI

– Java Telephony API

> DMCC

– Device, Media, Call Control

Avaya AES

Avaya CMApplication

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Application Development Tools and Services are Fragmented and Overlapping

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Enterprise Cloud Architecture

Past Present

Access

Application

Access

Access

Connection Mgmt

App App

TDM/ISDN

IP H.323SIP

SIP

“IPT” “E-IMS”

Presence

SOAConnection Mgmt

Application

Future

Connection Mgmt

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Examples of Web Service Simplicity

IFTTT is a service that lets you create powerful

connections with one simple statement

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Examples of the Power of Web Service Simplicity

IFTTT currently

supports 287+

channels that each

have Triggers,

Actions, and

Ingredients. You can

combine these to be

“recipes”

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Examples of the Power of Web Service Simplicity

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Avaya Breeze (formerly know as EDP) 3.1

EDP 3.0 EDP 3.1

Communicati on

Manager

Session Manager

System Manager

Media Server

ScalabilityManagement ServiceabilitySecurity Virtualization Reliability

Collaboration Bus

3rd PartyISVDev eloped

CorporateEnterpriseDev eloped

Em

ail

SM

S

Scopia

Co

lla

bo

rati

on

D

esi

gn

er

We

bR

TC

Re

al-

tim

e

Sp

ee

ch

Co

nte

xt S

tore

Wo

rk

Ass

ign

me

nt

Re

po

rtin

g &

A

na

lyti

cs

Un

ifie

d D

esk

top

CE/EDP 1.0

Pers

ona

l A

ssis

tan

t

Ch

at

&

co

-Bro

wsi

ng

In Memory Data Grid

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Avaya Snapp Store

https://snappstore.avaya.com/cms/

https://snappstore.avaya.com/cms/

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Real-Time Speech Search Architecture

> Calls anchored on AMS

> Speech Search Engine is an embedded AMS resource

> AMS Conferences in Speech Search

> Services accessed via RESTful API

Avaya Aura Collaboration Environment

Avaya Media Server

Caller Agent

G711, G729 audio stream

G711, G729 audio stream

Real-TimeSpeech

3.0

RESTI/F

Speech Enabled Applications

Avaya AuraSessionManager

SystemManager

Avaya Media Server

Aurix Speech Search Engine

Conference

AMS Speech I/F

API

• Real-time Reporting & Analytics

• Agent / Supervisor apps

• Enterprise apps

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Avaya Real-Time Speech Snap-in - Use Case Examples

Opening

Concept

Closing

Concept

Greeting

Introduction

Selling

Concept

Sellin

g In

sura

nce Q

uery

all

“Good Morning”

“Hello”

any

“Welcome to”

“My name is”

any

“Would you like to buy”

“Could I offer you”

any

“Thank you for calling”

“We appreciate your call”

any

30 secondsProximity

Agent Script Guidance

Real-time guidanceduring the call duration

Supervisor Alerting

Automated observationof agent performance

and call content

Enterprise Worker Compliance

Real-time analysis of Call Content for compliance

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Avaya WebRTC Snap-in

Allows consumers to ‘click to call’ from any supported browser and connect to an agent seamlessly

> No browser plugins are needed

> Easily integrates with Context Store, providing relevant contextual data to agents

> Audio stream integrates with Real-Time Speech which enables verbal menus as well as an ability to monitor agent script compliance

Real-Time Browser Communications Enabling Click to

Call Functionality

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Avaya Engagement Development Platform Snap-in

Engagement Designer enables non-developers to integrate CE and Snap-in functionality on a single canvas

> Graphical User Interface Allows Coding without Java knowledge

> Quickly deploy high value, multi-channel use cases

> Long Running Transactions allow for Workflows to be stored in Memory for days, weeks, or months

Empowers Enterprise Resources to Easily

Produce Journey Maps

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CE Advanced Solutions Consulting and Implementation

Avaya Engagement Development

Platform (EDP) Installation

Installation and configuration with

existing Avaya Aura 6.3 environment

EDP Application Development

Consulting

Pay as you go from a block of hours for

technical and business consulting to help

customers developing their own applications

EDP Application Development

Complete custom application

development and deployment services to build out solutions on

the EDP platform

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Gartner CIO Agenda

Top 10 Business Priorities Rank

2013

Rank

2012

Rank

2011

Rank

2010

Increasing Enterprise Growth 1 1 1 -

Delivering Operational Results 2 5 9 -

Reducing Enterprise Costs 3 3 3 2

Attracting and Retaining New Customers 4 2 2 5

Improving IT Applications and Infrastructure 5 - - -

Creating New Products and Services (Innovation) 6 4 4 6

Improving Efficiency 7 6 6 8

Attracting and Retaining the Workforce 8 8 12 4

Implementing Analytics and Big Data 9 - - -

Improving Business Processes 10 7 21 -

Innovating with Unified CommunicationDavid Lover-Arrow Systems Integration, VP of Strategy and Technology

March 17, 2016