1502T: Automating Telecom Business Processes & ServiceNow ...€¦ · •Streamlining and...

© 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.


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.


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!


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

http://www.starfishassociates.com/automation

http://www.starfishassociates.com/automation

http://www.starfishassociates.com/self-service

http://www.starfishassociates.com/self-service

http://www.starfishassociates.com/monitoring-optimization

http://www.starfishassociates.com/monitoring-optimization


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.


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



The Starfish Database maintains the telephony context: systems, dial plans, available extensions



The Starfish Directory maintains the associations of users to telephony resources


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


Telecom Admin Automation: AD Integration

Active Directory Provisioning Demo


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.


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



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.


• 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.



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.


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


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.


• 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.


OnBoarding Automation: ServiceNow Integration

Service Desk User

ServiceNow

Starfish

Workflow & Sync Engine

Telecom

Connectors

Avaya Cisco MicrosoftContact Center

Applications

Web Services


Telephony Automation: ServiceNow Integration

ServiceNow Provisioning Demo


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


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


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.


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.


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


Telephony Automation: Click-to-Communicate

ServiceNow Click-to-Communicate Demo


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.


Starfish Associates

1200 US Highway 22

Bridgewater, NJ 08807

908-243-2900

[email protected]

www.starfishassociates.com

Contact Information

1502T: Automating Telecom Business Processes & ServiceNow ...€¦ · •Streamlining and...

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