why avaya breeze makes unified communications & … · 2016. 7. 11. · call redirection for...
TRANSCRIPT
WHY AVAYA BREEZE MAKES
UNIFIED COMMUNICATIONS &
CONTACT CENTER
SOLUTIONS "GREAT"
Bernard Gutnick Senior Director – Product Management Avaya
Thank you Sponsors!
Global
Sponsors
Gold
Sponsors
Silver
Sponsors
@Avaya
#AvayaATF
Join the
Conversation
© 2016 Avaya Inc. All right reserved 4
AGENDA
Avaya Breeze Overview
Five Proven Ways to Make Unified Communications and Contact Center Solutions Great:
– Avaya Out of the Box applications
– Avaya Professional Services Engagements
– Avaya Professional Services Applications
– DevConnect Partner Offered Solutions
– Customer Developed
Easy to Get Started with Collaboratory
Q & A – Open Discussion
© 2016 Avaya Inc. All right reserved
© 2016 Avaya Inc. All right reserved 5
AVAYA FOCUSES ON EMPOWERING
PEOPLE TO COMMUNICATE
Web / Web RTC
Voice / IVR
Mobile / SMS
Social
Video
Any device, any network, anywhere
© 2016 Avaya Inc. All right reserved 6
WE’VE EARNED THE BUSINESS OF GLOBAL LEADERS
WITH GREAT SOFTWARE APPLICATIONS AND SERVICES
Voice /
IVR
Mobile /
SMS
Social
Video
Web /
Web
RTC
Enabling Unique Business Applications
97% 95% 90%
Avaya Communication Applications
Virtualization Reliability Management Scalability Security
Team
Engagement
Patient
Engagement Networking Mobile Cloud
© 2016 Avaya Inc. All right reserved 7
THE DIGITAL TRANSFORMATION RAISE EXPECTATIONS
FOR OUR CUSTOMERS SERVING THEIR CUSTOMERS
Voice /
IVR
Mobile /
SMS
Social
Video
Web /
Web
RTC
Avaya Communication Applications
Virtualization Reliability Management Scalability Security
Team
Engagement
Patient
Engagement Networking Mobile Cloud
▸ Satisfy changing expectations
▸ Deliver new services to
maintain competitive
▸ Leverage new innovations
▸ Rapidly design and new
applications
© 2016 Avaya Inc. All right reserved 8
AVAYA BREEZE ENABLES UNIQUE APPLICATIONS FOR
CUSTOMER AND TEAM ENGAGEMENT
Voice /
IVR
Mobile /
SMS
Social
Video
Web /
Web
RTC
Avaya Communication Applications
Virtualization Reliability Management Scalability Security
Team
Engagement
Patient
Engagement Networking Mobile Cloud
Software Foundation For
Creating Unique
Applications
Avaya BreezeTM
© 2016 Avaya Inc. All right reserved 9
AVAYA BREEZE SNAP-INS MAKE IT EASY
Voice /
IVR
Mobile /
SMS
Social
Video
Web /
Web
RTC
Avaya Communication Applications
Virtualization Reliability Management Scalability Security
Team
Engagement
Patient
Engagement Networking Mobile Cloud
Avaya BreezeTM
Leverage Breeze Snap-ins To Build Applications
WebRTC Real-Time
Speech
Context
Store
Work
Assignment
Engagement
Designer
Call Park
and Page
Engagement
Assistant Co-Browse
Mobile
Video Presence
Future
Capabilities
© 2016 Avaya Inc. All right reserved 10
WEBRTC SNAP-IN FOR WEB – MAKE WEBSITES GREAT
FOR CC WITH REAL-TIME ASSISTANCE
Customers can add voice or video communications within websites
Sessions are handled like any other calls
Agents can use their existing desktop and H.323 or SIP hard or softphone
Agent Assistance
© 2016 Avaya Inc. All right reserved 11
CO-BROWSING SNAP-IN: CUSTOMER AND AGENT
º
Customer Window Agent Window
Co-Browsing
Online Help
Sync Option
Unique Session key for each session
Request control option
© 2016 Avaya Inc. All right reserved 12
MOBILE VIDEO SNAP-IN – ENABLES AGENT
COLLABORATION FOR MOBILE USERS
Enable Mobile and Web Applications to be connected to the Contact center with Voice and Video
Extend investments in contact
centers to web and mobile channels
Capture context and attributes for
intelligent routing and analytics
Seamlessly connect to enterprise
within mobile and web applications
Real-Time patient Engagement
Embed Video into Applications For
Immediate Response
Voice and
Video
Web/Mobile Developers SDK
Avaya one-X Agent
© 2016 Avaya Inc. All right reserved 13
WEBRTC SNAP-IN MAKES MOBILE APPLICATIONS
INTERACTIVE
Customers can add voice or video communications within mobile applications
Medical coverage subjects are handled like any other calls
Agent can use their existing desktop and H.323 or SIP hard or softphone
Agent Assistance
C a l l 9 11
© 2016 Avaya Inc. All right reserved 14
AVAYA REAL-TIME SPEECH – INVOKE WORKFLOWS WITH
HUMAN VOICE
Works with active calls in real-time
Empower agents by automatically pulling up voice-driven context sensitive documents on their screens
Ensure Telecommunications Consumer Protection Act compliance rules are met. Every agent must say:
– “This call is recorded. Thank you for being a valued ATF attendee!”
Developer-friendly APIs
© 2016 Avaya Inc. All right reserved 15
AWARE RESEARCH CONSIDER PURCHASE LOYAL
Context Store
Calls with support question
CUSTOMER JOURNEY
Orders tickets over the phone
Email order confirmation
Work
Assignment
Self-service
Learns of new product
Signs up for email updates
Reads online Reviews
Marketing CMR ERP IVR Contact Center
USE THE CONTEXT STORE SNAP-IN TO GATHER
INFORMATION FROM MULTIPLE DATABASES
Could the experience be different if the agent knew:
1) I have a Visa card 2) Vacation Club member 3) Sent an email about packages 4) Have stayed at a Hotel 5) Member of DVD club
© 2016 Avaya Inc. All right reserved 16
Utilize graphical user interface, with drag
and drop capability, to develop workflows
Integrate snap in and Avaya Breeze
capabilities into workflows
Utilize extensive, expandable and customizable
palette to tailor and customize workflows
Leverage data grid for long term storage of
workflows to support long running transactions
CREATE GREAT APPLICATIONS WITH
AVAYA ENGAGEMENT DESIGNER
Easily Produce Journey Maps Utilizing An Intuitive Development Interface
Faster time to market, without Java or communications knowledge
Attend the 4th ATF “BreezeLive” Breakout Today and See it Live!
© 2016 Avaya Inc. All right reserved 17
EASY TO BUILD BREEZE APPLICATIONS
© 2016 Avaya Inc. All right reserved 18
HOT OFF THE PRESS –
PURCHASE SNAP-INS FROM THE AVAYA SNAPP STORE
WWW.SNAPPSTORE.AVAYA.COM
© 2016 Avaya Inc. All right reserved 20
MANY STANDARD REST INTERFACES TO CRM
APPLICATIONS ARE AVAILABLE
© 2016 Avaya Inc. All right reserved 21
LET’S LEARN FROM AVAYA CUSTOMERS –
SUCCESS LEADS TO FURTHER SUCCESS
Make it Believable
– It starts by identifying an opportunity
– Get people in a room to share ideas
Make it Predictable
– Leverage what has been done before
– How many engineers, what’s the timeframe and cost?
Make it Repeatable
– Leverage the learnings for the next application
Avaya Out of the
Box
Avaya Professional
Services Custom
Avaya Professional
Services Applications
Partner Developed
Customer Developed
Avaya
Applications
Virtualization Reliability Serviceability Scalability Security Management
Team Engagement Patient Engagement Networking Mobile Cloud
Five Market Proven
Breeze Deployment Models
© 2016 Avaya Inc. All right reserved 22
PREDICTABLE AND REPEATABLE SUCCESS:
#1) AVAYA OUT OF THE BOX BREEZE APPLICATIONS
Standard Breeze Applications
– Engagement Assistant
– Call Park and Page
As easy as ordering and implementing any standard solution sold for years
Avaya Out of the
Box
Avaya
Applications
Virtualization Reliability Serviceability Scalability Security Management
Team Engagement Patient Engagement Networking Mobile Cloud
Five Market Proven
Breeze Application Models
© 2016 Avaya Inc. All right reserved 23
ENGAGEMENT ASSISTANT SNAP-IN MAKES
COLLABORATION EASY
Customer
meeting
Hi Mr. Jones, nice
to talk to you!
One conference number to dial for all meetings
No numbers to remember
Automatically reads your Microsoft Outlook calendar
Automatically enter bridge numbers and PIN codes
Speech recognition enables hands-free operation
• Helps you select which meeting to join
• Perfect for use while driving
Supports all devices
Desktop, mobile, home
Supports multiple solutions
Avaya Aura® Conferencing
Scopia®
3rd party conference bridges
You have 2 meetings at 10am.
Customer meeting and staff
meeting. Which meeting
would you like to join?
© 2016 Avaya Inc. All right reserved 24
CALL PARK AND PAGE SNAP-IN
Call Park & Page Snap-in Dr. Smith hears
page and dials Park extension
Patient calls Dr. Smith 1
Operator dials Park extension and parks call 2
5 Caller is connected to Park extension with music
3
Attendant pages Dr. Smith to pickup parked call
4
© 2016 Avaya Inc. All right reserved 25
LET’S CONTINUE WITH MORE SUCCESS:
#2) AVAYA PROFESSIONAL SERVICES CUSTOM APPLICATIONS
Demonstrated success with several deployments
References available
Customers can work directly with our APS team on engagements
Let’s look at some examples for making UC and CC applications great
Avaya Out of the
Box
Avaya Professional
Services Custom
Avaya
Applications
Virtualization Reliability Serviceability Scalability Security Management
Team Engagement Patient Engagement Networking Mobile Cloud
Five Market Proven
Breeze Application Models
© 2016 Avaya Inc. All right reserved 26
CALL REDIRECTION FOR CALL RE-DIRECTION – MAKES
UC GREAT FOR SALESPEOPLE
Bob Smith
Call
Client List Number Screen
Mary Lee 408 555-1212 Yes
Bob Smith 415 555-1212 No Contact center
Karen See 650 555-1212 No Contact center
Priority List
Mary Lee High Priority
Select
Contact center Representative
Sales Executive Trying to Sell to Mary Lee
© 2016 Avaya Inc. All right reserved 27
APS CUSTOMER SUCCESS HAS LEAD TO
#3) APS OUT OF THE BOX APPLICATIONS
Standard APS Breeze Applications:
– Call Re-direction
– Smart Caller ID: CC Outbound
– Enhanced Caller ID: Inbound
– Compliancy Announcement
Avaya Out of the
Box
Avaya APS Custom
Avaya Professional
Services Applications
Avaya
Applications
Virtualization Reliability Serviceability Scalability Security Management
Team Engagement Patient Engagement Networking Mobile Cloud
Five Market Proven
Breeze Application Models
© 2016 Avaya Inc. All right reserved 28
Callback
OB
Call
APS OUT OF THE BOX BREEZE APPLICATIONS : ENHANCED
CALLERID FOR OUTBOUND CONTACT CENTER
Mary Lee – Orlando
OB Call
Name Area Code CallerID
1 Boston 617 617-333-4545
2 Orlando 786 786-555-1000
3 New Orleans 504 504-301-2111
… … … …
500
Bob Smith- Boston
Call 786-538-3333 Display 786-555-1000
Call 617-841-2199 Display 617-333-4545
CallerID – DID Mapping
Boston Agent 617-333-4545
Orlando Agent
National Outbound Contact Center
© 2016 Avaya Inc. All right reserved 29
ASSURING PREDICTABLE REPEATABLE SUCCESS:
#4) BREEZE APPLICATIONS WITH DEVCONNECT PARTNERS
Avaya business partners have developed unique applications
You can evaluate applications which have been validated by Avaya
Avaya Out of the
Box
Avaya Professional
Services Custom
Avaya Professional
Services Applications
Partner Developed
Avaya
Applications
Virtualization Reliability Serviceability Scalability Security Management
Team Engagement Patient Engagement Networking Mobile Cloud
Five Market Proven
Breeze Application Models
© 2016 Avaya Inc. All right reserved 30
Call
Call
INBOUND CALLER ID PRO-ACTIVE LOOKUP
CALLER ID FOR INBOUND AGENTS
Customer dials company number
Avaya Breeze looks up Caller ID against public and internal databases
Name is sent back to Avaya Session Manager
Name appears on the desk phone
Agent answers caller by name
Powered by DevConnect Partner Engelbart Software
Caller ID
Database 408-562-3878
Show on Display Bernard Gutnick
408-562-3878
© 2016 Avaya Inc. All right reserved 31
AVAYA’S CUSTOMERS USING BREEZE IS THE ULTIMATE MEASURE OF SUCCESS:
#5) CUSTOMER DEVELOPED GREAT APPLICATIONS
Success with their first Avaya Breeze Application leads to further success
When a customer starts with their first application……
Watch them grow!
Avaya Out of the
Box
Avaya Professional
Services Custom
Avaya Professional
Services Applications
Partner Developed
Customer Developed
Avaya
Applications
Virtualization Reliability Serviceability Scalability Security Management
Team Engagement Patient Engagement Networking Mobile Cloud
Five Market Proven
Breeze Application Models
© 2016 Avaya Inc. All right reserved 32
FIRST BREEZE SUCCESS AT UNIVERSITY LEADS TO
MORE – MAKES STUDENT EXPERIENCE GREAT
Elevator Emergency SMS Notification application saves thousands of dollars
The Initial Spark from a Hackathon
EDP
Outbound CC Event Ticketing Helps
Alumni Fund Raising
Outbound SMS Bike Shop
Repair Status
Outbound SMS Parking Meter
Generates Revenue
First success lead to more than 40 applications
Working on More!
Outbound Calls Alumni Donor Fund
Raising
© 2016 Avaya Inc. All right reserved 33
IT ALL STARTS WITH THE WHITEBOARD, PIZZA & DRINKS
EXPLORE THE OPPORTUNITIES TO MAKE GREAT APPLICATION
Avaya Out of the
Box
Avaya Professional
Services Custom
Avaya Professional
Services Applications
Partner Developed
Customer Developed
Avaya
Applications
Virtualization Reliability Serviceability Scalability Security Management
Team Engagement Patient Engagement Networking Mobile Cloud
Five Market Proven
Breeze Deployment Models
© 2016 Avaya Inc. All right reserved 34
TEST OUT GREAT IDEAS BEFORE PRODUCTION
WITH AVAYA COLLABORATORY
Subscription model
– Includes basic support hours
Jumpstart without up-front infrastructure upgrades
– Available to customers, channel partners, ISVs and Integrators
Pre-configured, ready for immediate use
– Encompasses Breeze 3.1 service methods: voice, email, SMS, video,
US $999 3-month subscription including 3 hours tech support
Enterprise Corporate
Developers
ISV Developers
Systems Integrators
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Avaya
Applications
Virtualization Reliability Serviceability Scalability Security Management
Team Engagement Patient Engagement Networking Mobile Cloud
Avaya Aura®
Platform stack
Avaya Scopia®
video infrastructure
Email & SMS
service support
Avaya clients & PSTN access
QUESTIONS AND
OPEN DISCUSSION
Bernard Gutnick Senior Director Avaya Product Management [email protected] +1 (408) 562-3878 @gutnick
© 2016 Avaya Inc. All right reserved 36
AVAYA BREEZE BOOT CAMPS
Hands-On Classroom Educational Training Classes:
– Intended for technical developers to design, build and run Avaya Breeze
Programming Avaya Breeze™ Snap-ins using Java SDK (Java development experience recommended)
– May 10, 2016 Dubai, UNITED ARAB EMIRATES
– May 18, 2016 Coppell, UNITED STATES
– May 25, 2016 New York City, UNITED STATES
– June 1, 2016 Sao Paulo, BRAZIL
– June 8, 2016 Frankfurt, GERMANY
– June 15, 2016 Esentepe - Istanbul, TURKEY
– June 22, 2016 Markham, CANADA
– June 29, 2016 Miami, UNITED STATES
Registration for customers and partners at www.avaya-learning.com
© 2016 Avaya Inc. All right reserved 37
AVAYA BREEZE BOOT CAMPS
Hands-On Classroom Educational Training Classes:
– Intended for technical developers to design, build and run Avaya Breeze
Programming Avaya Breeze™ Snap-ins using Engagement Designer
– May 8, 2016 Dubai, UNITED ARAB EMIRATES
– May 16, 2016 Coppell UNITED STATES
– May 23, 2016 New York City, UNITED STATES
– May 30, 2016 Sao Paulo, BRAZIL
– June 13, 2016 Esentepe - Istanbul, TURKEY
– June 20, 2016 Markham, CANADA
– June 27, 2016 Miami, UNITED STATES
– July 11, 2016 Singapore, SINGAPORE
Registration for customers and partners at www.avaya-learning.com
Visit Our Smart City
6:30pm 9:00pm
Monday, April 4
7:00am 8:30am
12:15pm 1:30pm
Tuesday, April 5
7:00am 8:30am
12:15pm 1:30pm
6:00pm 8:00pm
Wednesday, April 6
7:00am 8:30am
(Expo closes after
breakfast)
Thursday, April 7
Expo Hours
Complete your survey at the end of the session in the Mobile App
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