Post on 18-Nov-2014
description
SVP and GM Avaya Collaboration
Gary Barnett
Gary E. BarnettSVP & GM, Collaboration
Momentum of Collaboration and the Customer Experience
~ Healthcare Company
We are significantly reducing our budget to spend on new technology – we’re definitely looking for the biggest bang for the buck.
Employees are using their Android phones and iPads to access sensitive company information,and we don’t have proper security protocol…
~ National Retailer
Our IT teams need to do more development – but with fewer resources. And they haveto deliver faster!
~ Financial Company
Top of Mind for Customers
Navigating Trends with Avaya’s Innovations
Time
Business Values
PBX
SIP/VoIPVoice
Flare Experience
Video Conference
Unified Communication
Conferencing
Mobile
BusinessCollaboration
Cloud
AwarenessCollaboration
Contact Analytic
Video Convergence
UC VC
Convergence of Enterprise and Contact Center
Social
Multi-Channel
SMS Voice
Mobile
Inbound Dialing
Speech Analytics
Customer ExperienceVideo Outbound Dialing
ConferencingMessaging
Web Chat
Networking
Scripting
SupportPlatform
Video
Customer Experience Speech Analytics
Inbound Dialing
Support
Social
VoiceMobile
SMS
MessagingMobile
Messaging
Web ChatNetworking
Scripting
SupportPlatform
Avaya Messaging Service
IP Office
OmnichannelCustomer Experience Management
OutboundContact Express
Connecting with Your Customers
Collaboration Environment
Avaya Messaging Service
Gary E. Barnett4655 Great America ParkwaySanta Clara, CA 94054
+1 (408) 562-3890Call / IM / Txt / Voice / Video
DIFFERENTIATORS
• One Enterprise Number
• Security
• Cloud-based
IP Office
Contact Center
Virtualization
9.0 Future
2,000 ???
Video
Security
Connectivity
Management
Endpoints
DesktopIntegration
Virtualization
Video
Security
Connectivity
Management
Endpoints
DesktopIntegration
Cloud / Hosted
• Scalable
• Virtualized
• Cloud-ready
DIFFERENTIATORS
Outbound Contact Express
• Full Stack, Single Vendor
• Turnkey Design
• Customer Information Access
Networking
Collaboration Platform
Predictive Outbound Dialing
Scripting Engine
Security
Speech Analytics
DIFFERENTIATORS
OmnichannelCustomer Experience Management
• Manage Inbound, Outbound, any Media from Single Platform
• Drive Engagement across Most Relevant and Effective Media
• Optimize Enterprise Contact Center Resources at any Scale
DIFFERENTIATORS
Experience Portal
Proactive Outreach Manager
Bringing Communication Capabilities
and Applications Together
Collaboration Environment
Why Avaya Collaboration Environment?
The need to broker relationshipsbetween people, media, devices and events
Event-DrivenOutcomes
Broker
A Single Application Platform
Social Media
Fraud Detection
Emergency Request
Inbound Call
Inventory shortage
Business Events
SMS Control
Video Control
Avaya Aura® Collaboration Environment
Context StoreWork Assignment
Email Control
Speech Search
WebRTC
Dynamic Team Formation
Multi-channelbroadcast
Contact Intercept
CollaborationDesigner
People, Media, Devices
It’s so easy . . .
. . . a business executive can do it.
Personal Assistant
Seamless Transfer
Call Intercept
Call Forking
1-415-222-2222Walter White, CEO, Widget, Inc.
1-408-562-38901-408-562-38901-408-562-3890
Answer End Call
1-415-222-2222
Walter WhiteCEO, Widget, Inc.
Walter White, Widget Inc.Interested in buying 1Myellow hazmat suits. Wantsto talk more about its durability.
2:16Thursday , February 27
public final void callIntercepted(final Call call) // invoked when call comes in { Participant callingParty = call.getCallingParty(); Participant calledParty = call.getCalledParty(); logger.fine("Call from " + callingParty + " to " + calledParty); // lookup and gather customer information String custNumber = callingParty.getHandle(); String sms = custInfo.getSms(call); List <String> smsDest = custInfo.getSmsDest(call); // form and send SMS message try { logger.fine("Send SMS to: " + smsDest); SmsRequest smsreq = SmsFactory.createSmsRequest(smsDest, sms); smsreq.setSender(custNumber); smsreq.send(); logger.fine("Sent SMS: " + smsreq); } catch (CollaborationBusException e1) { logger.error("Problem sending SMS ",e1); } // let the call go through to its final destination call.allow(); // lookup and gather customer information String custNumber = callingParty.getHandle(); String sms = custInfo.getSms(call); List <String> smsDest = custInfo.getSmsDest(call); // form and send SMS message try { logger.fine("Send SMS to: " + smsDest); SmsRequest smsreq = SmsFactory.createSmsRequest(smsDest, sms); smsreq.setSender(custNumber); smsreq.send(); logger.fine("Sent SMS: " + smsreq); } catch (CollaborationBusException e1) { logger.error("Problem sending SMS ",e1); } // let the call go through to its final destination // lookup and gather customer information String custNumber = callingParty.getHandle(); String sms = custInfo.getSms(call); List <String> smsDest = custInfo.getSmsDest(call); // form and send SMS message try { logger.fine("Send SMS to: " + smsDest); smsreq.send(); logger.fine("Sent SMS: " + smsreq); } catch (CollaborationBusException e1) { logger.error("Problem sending SMS ",e1); } // let the call go through to its final destination }}
Dynamic Team Formation
Simple and Easy to Build and Deploy Applications
Applications
Employee
AvayaDeveloped
3rd PartyISV Developed
CorporateEnterprise Developed
Customer Service
Avaya Aura® Collaboration Environment
Supported by Avaya Aura 6.2 Feature Pack 3
Media & Services
Event DrivenOutcome
Collaboration Broker
Rapid creation of applications and services acrossUnified Communication and Customer Experience Management
Dynamic TeamFormation
THE NEXT GENERATION COLLABORATION
IS HERE
Thank YOU!
#AvayaEvolutions