1502t: automating telecom business processes &...
TRANSCRIPT
© 2016 Starfish Associates, LLC. All Rights Reserved.
1502T: Automating Telecom Business Processes & ServiceNowIntegration for Avaya, Cisco and Microsoft Skype for Business
David Raanan, Co-Founder & PartnerRobert Hankin, Co-Founder & PartnerMichael Stahl, Vice President of Sales
© 2016 Starfish Associates, LLC. All Rights Reserved. 2
Company Overview
Starfish is a leading provider of telecom software solutions.
Starfish offers multi-vendor unified communication and contact center solutions to enable organizations to streamline and optimize telecom business processes.
Our solutions are deployed in large global enterprises and Fortune 500 companies.
Starfish is headquartered in Bridgewater, NJ.
© 2016 Starfish Associates, LLC. All Rights Reserved. 3
Today’s Objectives
• Learn about the benefits of automating telecom business processes.
• Review telecom administration automation use cases for Avaya, Cisco and Microsoft Skype for Business.
• Review telephony workflow automation use cases for contact centers and ServiceNow.
• See solution demos.
• Hear about Starfish Snap-ins for Avaya Breeze.
© 2016 Starfish Associates, LLC. All Rights Reserved. 4
Automating Telecom Business Processes
• Streamlining and automating telecom business processes drives operational efficiencies and significantly reduces cost of ownership by simplifying the handling of increasingly complex telephony environments.
• Starfish technology platforms are widely deployed in many of the largest enterprises, automating tens of thousands of transactions –monthly!
© 2016 Starfish Associates, LLC. All Rights Reserved. 5
Starfish Automation Platforms
• Admin workflow for automating on-boarding & off-boarding
• Resource lifecycle management
• Resource Usage Monitoring
• Resource and license optimization
Telecom Admin Automation Self Service
• Self Service Management Portals
• Delegated Administration Portals
Monitoring & OptimizationTelephony Workflow Automation
• Contact Center agent workflow streamlining and automation
• Integration with IT infrastructure components and applications
© 2016 Starfish Associates, LLC. All Rights Reserved. 6
Telecom Admin Automation
• Starfish Provisioning Solution (SPS) streamlines and automates telecom administration by integrating with IT applications. In many enterprises, IT user accounts and services are automatically provisioned and managed by existing business processes. SPS taps into those IT components and processes to integrate telecom administration.
• A typical use case that demonstrates SPS’s value proposition is on-boarding a new employee. Many HR systems (such as PeopleSoft and SAP) offer connectors to Active Directory, email and web applications to provision user accounts when a new employee is on-boarded. SPS enables automatic on-boarding and off-boarding and life cycle management for user’s telephony resources across multiple systems.
© 2016 Starfish Associates, LLC. All Rights Reserved. 7
Starfish Automation Architecture
Starfish
Workflow & Sync Engine
Telecom
Connectors
Active
Directory
Identity Management
Systems
HR Management
Systems
IT Service
Management
Custom
Web Services
Starfish
Directory
Starfish
Database
IT Connectors
Avaya Cisco MicrosoftContact Center
Applications
© 2016 Starfish Associates, LLC. All Rights Reserved. 8
Starfish Automation Architecture
The Starfish Database maintains the telephony context: systems, dial plans, available extensions
© 2016 Starfish Associates, LLC. All Rights Reserved. 9
Starfish Automation Architecture
The Starfish Directory maintains the associations of users to telephony resources
© 2016 Starfish Associates, LLC. All Rights Reserved. 10
Starfish Sync and Workflow Engines
Starfish Sync Engine keeps data stores up-to-date by synchronizing data with IT and telephony sources of truth – i.e. user data from IT components and telecom data from the telecom components.
Starfish Workflow Engine tracks lifecycle events of users through connectors and implements business logic by triggering administration transactions (aka MACD):
• Add User• Modify User• Delete user• Move User• Disable User• Enable User
© 2016 Starfish Associates, LLC. All Rights Reserved. 11
Telecom Admin Automation: AD Integration
Active Directory Provisioning Demo
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Case Study: Integration with Identity Management
One of the largest manufacturing companies with over 150,000 employees in more than 1,000 global locations. Telecom environment is all Avaya, with multiple Session Managers, CMs, AAMs and CES servers.
Telephony On-boarding Workflow:
• Hiring manager completes a web form with new user’s details as well as position, location and telephony options. The request is stored in a database.
• Microsoft Forefront Identity Manager (FIM) reads the database and synchronizes the data to Starfish Provisioning Solution (SPS).
• SPS triggers appropriate transactions to administer resources for the new user and sends a “Welcome Aboard” email to the user, and confirmation to the hiring Manager. The Extension and DID are written into the Starfish Directory.
• FIM reads user details and phone numbers and updates Active Directory to enable the user’s CTI options.
© 2016 Starfish Associates, LLC. All Rights Reserved. 13
Case Study: On-boarding Workflow
Starfish
Provisioning
Solution
Avaya CESAvaya Aura
Messaging
Avaya
Communication
Manager
Telephony Infrastructure
Microsoft
FIM
1
2
3
4
5
Web page
Hiring Manager
Pho
ne #
up
date
Active
Directory
© 2016 Starfish Associates, LLC. All Rights Reserved. 14
Case Study: Integration with Identity Management
One of the nation’s largest mortgage lenders with over 13,000 employees and many lines of business. Telecom environment Avaya, with multiple CMs, CMSs, AVST voicemail and NICE call recording.
Telephony On-boarding Workflow:
• Microsoft FIM reads an HR database and synchronizes the data to Starfish Provisioning Solution (SPS).
• SPS determines the new user’s role: • If the new user is not a contact center agent:
• Allocate an extension from a range corresponding to the line of business and location. • Determine which PBX and voicemail system to use.• Create a station on CM with the LOB template.• Create an AVST mailbox.• Send a Welcome Board message to the user and notification to administrator.
© 2016 Starfish Associates, LLC. All Rights Reserved. 15
Case Study: Integration with Identity Management
If the new user is a contact center agent:
• Allocate a station extension and login ID extension from ranges corresponding to the line of business and location.
• Create a station on CM with the LOB template.• Create an AVST mailbox.• Create an agent login ID and skill it based on the agent role.• Create user and configure settings on the NICE call recording server. • Send a Welcome aboard message to the user and notification to
administrator.
© 2016 Starfish Associates, LLC. All Rights Reserved. 16
Case Study: On-boarding Workflow
Starfish
Provisioning
Solution
Create
CM Station
Create
AVST mailbox
Create
CM Station
Microsoft
FIM
1
2
Pho
ne #
up
date
Create
Agent login ID
Update CMS
Configure
Call Recording
Create
AVST mailbox
Send
Notifications
Send
Notifications
3
4
5
6
7
2
3
4
5
User Agent
© 2016 Starfish Associates, LLC. All Rights Reserved. 17
Case Study: Integration with IT Service Management
One of the nations largest insurance companies with over 30,000 employees. Telecom environment is a mix of Avaya and Cisco communication platforms and voicemail systems.
Telephony On-boarding Workflow:
• Hiring manager completes a telephony request in the IT ticketing system with details of the new user including position, location and telephony options.
• Starfish Provisioning Solution (SPS) polls for requests: If it gets a telephony request it marks it as assigned and triggers appropriate transactions. Based on user details in the ticket, SPS will create Avaya and Cisco telephony resources.
• Upon successful execution of related transactions, SPS changes the status of the ticket and communicates the new resource details to the billing system.
• SPS updates the HR system with the new phone number.
© 2016 Starfish Associates, LLC. All Rights Reserved. 18
OnBoarding Automation: ServiceNow Integration
Service Desk User
ServiceNow
Starfish
Workflow & Sync Engine
Telecom
Connectors
Avaya Cisco MicrosoftContact Center
Applications
Web Services
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Telephony Automation: ServiceNow Integration
ServiceNow Provisioning Demo
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Starfish Telephony Workflow Automation
Starfish Telephony Automation leverages the same infrastructure and workflow engines
Starfish
Workflow Engine
Click-to-Communicate
CRM
DatabasesWorkflow UI
Starfish
Directory
Starfish
Database
Avaya Cisco Microsoft
Telecom
Connectors
© 2016 Starfish Associates, LLC. All Rights Reserved. 21
Telephony Automation: Starfish Click-to-Communicate
Starfish Click-to-Communicate (C2C) Solution facilitates the implementation of agent workflows in a multi-vendor environment.
The C2C server supports Avaya, Cisco and Microsoft telephony platforms.
The solution supports full implementation of call control including:
• Make Call / End Call, Hold / Resume, Screen Pop/Answer• Handle multiple calls and multiple lines• Transfer and Conference
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Use Case: Automating Contact Center Agent Workflow
For a large retail pharmacy chain:
• Calls comes in for multiple pharmacy locations to a centralized contact center.
• C2C integrates with the CRM system communicating ANI and store identifier
and gets the location context.
• The agent is presented with appropriate CRM context, and a set of telephony
control buttons to handle the call based on a specific store.
© 2016 Starfish Associates, LLC. All Rights Reserved. 23
Telephony Automation: Starfish C2C Server
For a large pharmaceutical company:
• Customer calls regarding drugs are answered with a screen-pop with interactive scripting
logic to handle the calls, including telephony control buttons to transfer and conference
as appropriate.
• Call disposition and handling details are logged to complement CMS data.
• Same scripting is used for outbound calling campaigns.
• Calls from sales representative are answered with a screen-pop with territory and related
information.
• Agents complement data with notes.
• Calls from Physicians are answered with screen-pop with the physician office profile
information. The application allows manipulating of the profiles including adding contacts
and order history.
© 2016 Starfish Associates, LLC. All Rights Reserved. 24
Telephony Automation: ServiceNow Integration
Web Sockets
Agent PC
ServiceNow Web Services
CTI Drivers
C2C Server
Logic
Starfish C2C Server
Work Flow
Engine
Cisco
Call ManagerAvaya
Com Manager
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Telephony Automation: Click-to-Communicate
ServiceNow Click-to-Communicate Demo
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Starfish Solutions for Avaya Breeze
• Starfish Click-to-Communicate Snap-in allows Avaya Breeze to communication enable business processes in a multi-vendor environment.
• Starfish Directory Snap-in provides an authoritative telecom data store for Avaya Breeze.
• Starfish ServiceNow integration with Avaya Breeze.
© 2016 Starfish Associates, LLC. All Rights Reserved. 27
Starfish Associates
1200 US Highway 22
Bridgewater, NJ 08807
908-243-2900
www.starfishassociates.com
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