avaya mobile collaboration for enterprise - ssbs mobile collaboration for... · avaya mobile...

Avaya Mobile Collaboration

for Enterprise Customer Presentation

February 2012

© 2012 Avaya. All rights reserved. 2

Agenda – Mobile Collaboration

1. Social and Market Trends

2. Avaya Mobile Collaboration Solution

3. Avaya Mobile Collaboration Capabilities

4. Avaya Can Help You Get There

5. Conclusion


Social and Market Trends Organizations face a tough economy, aggressive competitors,

fragile customer loyalty, and changing demographics

Economy and Recession

Generational Social Networking

Cloud Virtual Worlds and Communities

Mobile Living

BYOD trends


Mobile Collaboration Drivers

Blended Personal & Business Life

BYOD and Consumerization

Need to accelerate customer, development and sales processes

People and processes scattered globally

Impact on business and customer relationships

Up to 40% of employees spend >20% of time far from desk – Gartner

Over 80% of Fortune 100 deploying iPhones and iPads – Network World

72% of organizations permitting employee-owned devices – Aberdeen

40% 2011 WLAN growth due to BYOD – Dell Oro

Tablets & smartphones mix together enterprise, personal and social uses

If it is my device I expect to access social and entertainment media!

Security across mixed enterprise/personal use now becoming key

Return to Business Growth


End User

Line of Business

IT

Meeting The Needs Of All Your Constituents

Faster Execution

Customer Experience

Increase Productivity

Problem Resolution

Decrease Cost

Simplify Maintenance

Integrate Systems

Deploy New Services

Anywhere, Anytime

Social Networking

Relevant Information

Any Device, Any Modality


Right People Right Time

Collaboration empowered by enhanced communications that enable you to work and make decisions faster, bringing together the right people at the right time, to harness the collective intelligence of everyone to drive better business results

Right Information

Enabling Collaboration and Mobility

Mobility allowing you to collaborate across devices and media, with the contextual information you need, regardless of location – office, campus, home, hotel, travelling, customer site, remote locations, etc.







5. Conclusion


Avaya Mobile Collaboration Overview

Faster collaboration accelerates business

Empowering the right people globally

Accessible through presence, messaging, voice and conferencing

Smarter decisions drive customer satisfaction and results

People productive everywhere across mobile, teleworker, and office clients

Avaya Flare® Communicator for iPad – powering decision making on the go

Reliable integrated collaboration solution lowers TCO

Built on proven Avaya Aura® enterprise-wide foundation

Real-time optimized and secure WLAN networking and SBC support BYOD

Professional Services expertise accelerates adoption

Flexible deployment and managed service choices (including OPEX models)

Accelerate your business with faster collaboration

and smarter decisions anywhere on any device


Maureen - customer relationship manager

• Travelling with her iPad, key client calls

• Accessible and able to quickly find experts

• Gathers contextual information using iPad

• Executes transaction for client using a business app and Tom‟s and Bob‟s support

Tom – mobile expert

• Indicates his availability

• Easily communicates with one-X smartphone

Bob - back-office support (may be in his home office!)

• Integrated desktop

• Easily supports the team

Empowering the Mobile Collaborator Faster collaboration, smarter decisions, better business

The right experience for every person


Avaya Mobile Collaboration Solution

Avaya Aura® common enterprise-wide foundation for communications and collaboration applications (including messaging, conferencing, video, and contact center)

Avaya Flare® Communicator for iPad for powerful mobile decision making with apps + communications

Avaya one-X® for smartphones, desktops, speech access, and home teleworking Avaya ACE™ for multivendor application integration

Avaya Session Border Controller (SBC) Advanced for Enterprise for secure remote VPN-less access

Avaya WLAN 8100 for secure, BYOD authenticated, voice/video optimized, wireless campus roaming (see http://www.miercom.com/pdf/reports/20111017.pdf)

Avaya Professional and Managed Services driving faster ROI and managed costs

Internet

http://www.miercom.com/pdf/reports/20111017.pdf

http://www.nokia.com/

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http://www.google.ca/imgres?imgurl=http://devlup.com/wp-content/uploads/2010/05/android-logo.jpg&imgrefurl=http://devlup.com/mobile/what-is-android/348/&usg=__qEgvIohXmHSzCFnxGQEGrlKmx_g=&h=264&w=239&sz=44&hl=en&start=2&zoom=1&itbs=1&tbnid=8Oa-TwYqcOw5bM:&tbnh=112&tbnw=101&prev=/images?q=Android+logo&hl=en&gbv=2&tbs=isch:1


Case Study

Westlake: Empowering Remote “On-site” Staff

Empowering account managers to better service dealers and customers

Saving money on establishing “offices” within dealers and at home

Controlling cell-phone costs and improving “one-number” accessibility

Lowering TCO for IT

Problem

Serving customers faster

Ease of communication no matter where people are conducting business

Being seen by customers to be empowered with cutting-edge tools

„At a glance‟ ability to find available Westlake experts and bring them into key conversations

Value

Deployed Apple iPads to 300 dealer account managers

Leverage dealership Internet access, no separate phones

Easy-to-use Avaya Flare® interface at the dealer, at home, and when travelling

Extending use of existing Avaya Aura® infrastructure and shared back-end apps

Solution

“The visual and intuitive nature of Avaya Flare Communicator makes it easier for

everyone to communicate, not only with the home office, but with each other as well.”

Full spectrum lending institution based in Los Angeles

300 remote account managers located within car dealerships

Finding current tools & personal cell phone use ineffective


Case Study

Emory: Enabling the BYOD Campus

Employees roaming campus typically not connected to university communications

Too many incompatible devices to support

Use of personal phones requires tracking too many contact numbers

Need to control TCO for IT

Problem

IT issues are minimal

Able to leverage expanding BYOD iPad use

Staff can establish their own “office identity” anywhere

Expect to simplify “roaming” and drive improved staff accessibility and productivity

Reduce LD costs

Fun!

Value

Early access customer now planning Flare Communicator roll-out to faculty with iPads

Extending use of existing Avaya Aura® infrastructure and shared back-end apps

Interoperates with Avaya Desktop Video Devices and other mobile clients being used by staff

Solution

“Combines Avaya software engineering expertise with all the strengths of the iPad. The result is great voice quality, high reliability and a beautiful user interface that looks like it

was built for how we work today. It‟s the only „phone‟ I have on my desk right now.”

Renowned private research university in Atlanta, Georgia

Also one of the Southeast’s leading healthcare systems

3,000 faculty members, 50 locations, 52,000 endpoints

http://www.google.com/imgres?imgurl=http://www.healthjockey.com/img/emroy-uni.jpg&imgrefurl=http://www.healthjockey.com/2011/05/05/nitric-oxide-supposedly-helps-exercise-to-guard-the-heart-from-injury/&usg=__zYfNAjfi9RVE1ndlqnGgK-tGAsw=&h=320&w=320&sz=27&hl=en&start=6&zoom=1&tbnid=NPqBvHJG3bwbvM:&tbnh=118&tbnw=118&ei=MD0HT-fqJYGFtgfxm6iZDA&prev=/search?q=emory+university+logo&hl=en&sa=N&gbv=2&tbm=isch&prmd=ivnsum&itbs=1


Case Study

Boyd Bros: Collaboration Wherever You Go…

Critical shortage of qualified drivers in the transportation industry

Keeping qualified people on staff when they relocate

Providing sales personnel with mobility options

Need to lower TCO and streamline management

Problem

Competitive advantage in hiring and retaining drivers

Cost avoidance in training new employees: $50K+/year

300% increase in home agent productivity

80% improvement system management time

Easy to establish home offices and mobility options

Value

Consolidated Avaya Aura® communications platform

Avaya one-X® for mobility, presence, teleworking, contact center and home agent capabilities

Emergency home and remote virtual office choices

Easy to add HD video conferencing for relationship-building with drivers

Solution

Midsize transportation company based in Clayton, Alabama

Over 1000 trucks hauling time-sensitive steel/building materials

Recognized as “Best Fleet To Drive For” (2010 Truckload Carrier Assoc.)

“Avaya has helped us to create a more effective and mobile workforce,

and to continue building a highly collaborative culture.”

http://www.networkworld.com/news/2011/031611-avaya-boyd-uc.html









Business Value

Accelerate key customer, sales, and development processes

Increase customer responsiveness and satisfaction

Speed time-to-market

Engage the right people in decisions more rapidly and productively

Reduce travel costs through more effective remote working

Empower and encourage workers by supporting the latest technologies

Lower TCO and simplify operations with an integrated architecture

Evolve cost-effectively from current communications systems

Tackle BYOD user trends with security and control

Reduce external mobile phone and conferencing service costs

Drive more effective adoption and ROI with professional and managed services choices

Line-of-Business Value IT Value

Avaya is the trusted supplier of reliable, highly-distributed

enterprise solutions and services for mobile and video collaboration







5. Conclusion


Flexibility to Tackle All Mobility Profiles

Road warrior

Typically not in any office, often travelling, meeting customers and partners, needs back-end support

Teleworker

Often in a home office, yet needs

full enterprise access and capabilities

Nomad

Sets up their office wherever they are, may “hot desk” for this, always needs rich access to people and information

Campus roamer

Moves around campus or enterprise

locations, may often be away

from their office, or not have one


Enterprise-wide Collaboration Mobile Collaboration is part of Avaya‟s consistent end-to-end architecture

Service Provider

s

Standard Media

Web

Social Networks

Stores Branches

Customers

Partners

Suppliers

Customer Facing

Specialists

Mobile Collaborators

Experts

Back Office

Knowledge Workers

Service Agents

Other workers

Avaya Aura® Avaya Networking Service

Providers

Apps Contact Center

Apps Collaboration

Apps Social Media

Cloud Services

Multi-vendor IP-PBXs

web.alive


Fun and easy to use “cards & spotlights”

Calls, IM, Presence from anywhere

One-number accessibility

Reduce cellular expenses with VoIP over WiFi / 3Gdata / Internet

Search corporate LDAP directories

Easily switch between other iPad applications while calls continue

Manage multiple calls, just like in

the office

Quickly find all your

contacts

Set presence

information

Select communication

modes

Manage contacts, call log

& IMs

Launch email from history or

contact fan

Enabling Mobile Decision Making Avaya Flare® Communicator for iPad

Easily extend your office: transition from deskphone

or desktop-client by just logging into iPad app

See http://www.avaya.com/usa/demos/avaya-flare-communicator-for-ipad-device

http://www.avaya.com/usa/demos/avaya-flare-communicator-for-ipad-device












Mobile Accessibility on the Road Avaya one-X® Mobile

Your mobile cellular smartphone becomes your office phone

Integrated smartphone client with • One-number accessibility (your business #)

• One-number call-out identity (your business #)

• Use corporate international/LD calling plans • Call screening • Visual voice mail • Enterprise directory search • Unified call logs (with phones & desktop client)

Rapidly collaborate with the best available person

Control your availability and see presence of enterprise contacts

Android, Blackberry, iPhone, Symbian clients

http://www.nokia.com/

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Hands-free, Eyes-free, Personal Assistance Avaya one-X® Speech* (included with Avaya Aura® Messaging)

“Follow Me!” …and have all your calls flexibly forwarded to you wherever you are.

“When am I free today?” …keep track of your time wherever you are!

“Schedule a reminder” …and let yourself be called at any number and reminded, so you won‟t forget any of your tasks or appointments!

“Read my messages” …voicemail and/or email. Filter by status or by sender. You can reply, forward, delete, …

“Send a message” …to a contact‟s email, to a voicemail box or somebody within your corporate directory.

“Make a call” …to one of your contacts, somebody within your corporate directory or simply speak the number you want to call!

* Available for English only


Lowering Costs with Voice over WLAN Avaya one-X® Mobile SIP for iOS

* Also runs on iPad, where Avaya Flare® Communicator may be preferred

Your iOS device becomes your office phone when roaming

Supporting roaming SIP users on convenient iPhone and iPod Touch devices*

Voice over WLAN with no cellular costs

• Remote access over Internet / cellular-data

One-number accessibility (your business #)

Call control (transfer, conference), call history, dial-plan integration

Contact Management

Voicemail message waiting indicator


Integrated Desktop and Teleworker Experience Avaya one-X® Communicator

Integrated desktop client

Flexible travel, teleworker and office voice choices: • VoIP to desktop • Call-back to home/any phone • Control office deskphone

One-number accessibility

Easy to shift to iPad or smartphone client when you leave your desktop

One click access to email and other desktop apps

Low cost webcam video option


Microsoft Desktop Integration Avaya ACE™ Plugin for Microsoft Lync

Desktop plugin augments Lync client

Supports Lync on-premise and Office365

Fully leverages Avaya Aura® voice and features as the “power behind the click”

One-number accessibility (your business #)

Can flexibly use VoIP to desktop or control existing Avaya deskphone

Easy to shift to smartphone client or iPad when you leave your desktop

Only requires lower cost “standard CAL” Presence/IM Microsoft license


Cost-effective Conferencing for All Workers Avaya Aura® Conferencing Standard Edition

All-in-one audio, web and SD video conferencing

Up to 500 sessions (100 video) packaged on a single server

Open SIP voice/video integration

Up to 50% savings with fast ROI compared with external services

Touchtone commands or control from web or Avaya one-X®

Calendaring and in/out calling

Easy to deploy web conferencing with presentations, desktop share, whiteboard, polling, chat, streamed presenter video, and audio control

Conferencing


Immersive 3D “Virtual World” Experiences Avaya web.alive™

Alternative to traditional audio/web conferencing

Much more dynamic and engaging avatar, 3D, and spatial audio experience

More effective meetings, team activities, and training

Meet who‟s there, move around, chat, go outside or to another room to talk privately

Presentation, browsing, banners, screen-share and phone-out tools

Ask for a demo – experiencing is believing!


Enabling Campus Roaming and BYOD Avaya Networking – Avaya WLAN 8100 and Identity Engines

Ethernet

Routing

Switches

Network

Management

Enterprise

LAN

WLAN 8100

Access Point

Identity

Engines

WLAN optimized for industry-leading high-scale voice and video performance

Over 20% better voice and 30% better video performance than competing networks

Dynamic “call-admission” control

Centralized “Identity Engine” authentication and access control for wireless, wired, and remote BYOD devices including iPads

Centralized management

Lower business risks, manage compliance, and lower IT TCO

See http://www.miercom.com/pdf/reports/20111017.pdf

http://www.miercom.com/pdf/reports/20111017.pdf


Secure Remote Access Avaya Session Border Controller (SBC) Advanced for Enterprise

SIP

Trunking

SIP security designed for scalable cost-effective enterprise use

Fully supports SIP trunking

Also supports remote and mobile SIP devices and clients

Extends Avaya Aura® SIP capabilities outside the enterprise

Easy and intuitive to deploy and configure, lowering TCO

Proven technology backed by proactive “VIPER Lab” threat research and analysis


Collaboration Requires Architectural Flexibility

Traditional PBX, IP-PBX

Silos of location-centric services

Disjointed user experiences

Sequential application use

Capabilities application specific

Consolidated Shared Services

Enterprise-wide shared services

Seamless multi-modal user experiences

Many apps/people brought together

Capabilities based on user profiles

Workflow integrated


Avaya Aura®

Three Tiered Architecture

Clients and Devices

Desktop and Mobile Devices

Avaya Flare® Experience Avaya one-X® Clients

Video Endpoints

Communications Infrastructure

Data Infrastructure

Session Manager, SBC

System Manager

Voice/Video Services

Presence/IM Services

Application Integration

Core Communication Services

Communication Applications

Avaya Agile Communications Environment™ (ACE)

Avaya Aura® Messaging

Avaya Aura® Conferencing

Avaya Aura® Contact Center







5. Conclusion


Collaborative Enterprise

Adoption of Collaboration Every organization has their own incremental journey

Business Transformation (Innovate)

Incorporate work assignment and managed workflow

Integrate communications into business applications

Inter-enterprise collaboration

Measure, analyze, optimize

Consolidate

Lower TCO

Reduce communication costs

Consolidate applications

Evolve to session-based architecture

Targeted Applications (Integrate)

Simplify and personalize customer and user experiences

Rapidly deploy targeted mobility, UC clients, video, conferencing – to the right users

Drive group productivity with integrated desktop and room video

Enable multi-modal contact centers, social networking

Expand customer self service everywhere – speech, web, video, social widgets

Hard $ Soft $

Bus. Impact

Hard $ Soft $

Bus. Impact

Hard $ Soft $

Bus. Impact


Understand core business priorities

What is preventing you from reaching your business objectives?

Identify key users and business processes

What processes, work profiles and target users will benefit the most?

Every user does not need every app!

Target for maximum immediate return

Where can you get the most bang for your buck? Which applications help most?

Who are the key users? What are the key integrations with business applications?

Incrementally build into reference architecture

What “self funded” steps will save money, lower TCO and increase agility?

How can existing investments be leveraged and extended?

Avaya Collaboration Adoption Methodology


Assistance Every Step of The Journey Available from Avaya Professional Services and Partners

Step 2 Implementation

Step 3 Training –

Admin and End User

Step 1 Advisory & Business

Consulting

User Adoption Services

Solution Architecture Services

SIP Economic Assessment

Self-Funded Roadmap

Network Assessment

Planning & Design

Project Management

Onsite Installation

Implementation & Configuration

User Acceptance Testing (UAT) and Cutover Support

Admin Training on Core components

End User Training on Mobile Collaboration endpoints and capabilities


Assistance from global Avaya and partner collaboration expertise

guides planning, deployment, user adoption, and predictable ROI

User Adoption Advisory Services

Accelerate mobile collaboration solution ROI with effective user adoption planning and review

Solution Architecture Services

Reach business goals faster with a supporting mobility technology deployment plan and roadmap

Implementation Services

Free your IT resources by leveraging Avaya to fully implement and deploy your mobility solution and required integrations

Additional: Self-Funded Roadmap,

SIP Economic Assessment

Identify and quantify structural savings that can then support application investment • SIP evolution • Network consolidation

Professional Services for Mobile Collaboration

SIP Economics


Avaya Client Services Help Lower TCO Flexible support services, managed services and outsourcing choices

Support Services

Managed Services

Communications

Outsourcing Solutions

Communications

Managed Services

Preferred

Support

Essential

Support


Avaya Support Advantage

Globally consistent remote hardware and software support included in all support offers

Simple pricing and invoicing

24x7 access to web resources and remote technical support

Menu of service offers aligned with customer needs

Award-winning services recognized by 13 separate industry awards

Co-termination of contracts

Synchronized billing for multi-year coverage

With Preferred Support:

Up to 85% faster response times via web ticketing

Proactive alert of alarms related to PSTN facilities

Monitoring and proactive issue resolution with EXPERT SystemsSM

High-speed secure connectivity with centralized management

99% resolution of system generated alarms without dispatch

20% average faster resolution

Reduced risk of major outage

Flexibility & Simplicity Immediacy Immediacy


Avaya Support Advantage Flexible customization to meet your support needs in four steps

Choose from Advanced Services: 3

Choose Upgrade Advantage Entitlement to all new software releases

4

Preferred

Requires Parts

Upgrade Advantage

Onsite

Essential

Requires Parts

*6-month transition period for minimum parts requirement of NBD for US, Canada and EMEA following GA. Parts NBD is already required by policy in APAC

and CALA. Replacement of any covered part that Avaya determines to be inoperative will be shipped for next day delivery, where available.

Advanced Services Options

Parts

Select Parts or Onsite Support: A. Parts NBD* B. Parts 8x5x4 C. Parts 24x7x4 D. Onsite 8x5 (includes Parts Coverage) E. Onsite 24x7 (includes Parts Coverage)

2

Select Core Support Coverage: A. Preferred B. Essential

1

Software Release Maintenance Remote Back-Up Admin Product Correction Support Client Service Manager

Enhanced Monitoring Single Point of Contact Agency Carrier Terminal Replacement


Custom or Standard Multi-Vendor Support

Lower TCO

Total Operational Transparency

Full OPEX Models

SLAs with Remediation Management for UC, CC, Data and Video

Managed Services from Avaya Removing the barriers to adopting new technologies

38


Avaya Managed Services Capabilities

Global Track Record

Avaya currently manages:

Over 450 clients

2.6M+ voice ports

880,000 Ethernet Ports

265,000 Contact Center Agents

804 Video Conference Rooms

700+ resources dedicated to managed services providing global 24x7 coverage

15+ major outsourcing clients globally

85% of clients have mixed environment Ex: Cisco, Siemens, Juniper, Extreme

15+ years experience

95% client renewal rate

Avaya Delivers

Multi-vendor support

Global support and scale

Choices for OPEX all-inclusive, predictable pricing

Predictive and preventive platform – Avaya Matrix Management Platform

ITIL alignment in service definition, service delivery and tools

Custom global billing and reporting

Communications applications technical support

SLAs with remediation







5. Conclusion


Avaya Mobile Collaboration – Conclusion

Faster collaboration accelerates business

Increasing the accessibility of the right people globally

Providing the right experience for every person – broadest range of clients

Smarter decisions drive business results

Integrating communications and business tools to support decision making

Simplifying collaboration for ordinary workers with Avaya Flare® Experience

Lower costs and TCO

Securely deploy on the open and reliable Avaya Aura® 6.x enterprise foundation

Complementary to existing Avaya one-X® and UC application investments

Make BYOD a reality with Avaya wireless roaming and security options


Mobile Collaboration Pack Get started quickly with a complete trial package

Avaya one-X® Communicator 6.0

Two hardware servers with:

Avaya Aura® Solution for Midsize Enterprise (All core Avaya Aura services on a single hardware server)

Avaya one-X® Client Enablement Services

One Avaya G430 Gateway

50 SEATS

Avaya Aura® Enterprise Edition: 50 user licenses

Avaya Extension-to-Cellular Avaya one-X® Mobile

1 Yr Software Support + Upgrades, Hardware

Maintenance

APS Implementation

CLIENT

LICENSES w/ UC All Inclusive (qty 50) licenses

INFRASTRUCTURE

PROF. SERVICES SUPPORT

Target Customer

“Street” Price $50K

Easy to add further users, products and services a-la-carte

ADDITIONS

Future Entitlements via Upgrade Subscription

FUTURES

Avaya Flare®

Communicator for iPad

(qty 50, s/w only)*

* Available through separate introductory offer

(Scales to 1000 users)





3. Conclusion

Shorter agenda slide when delivering an overview

with just the first two sections and perhaps a few

selected slides from the Details sections.

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