Avaya Collaboration
Transcript of Avaya Collaboration
Collaboration
Empowered by Avaya
© 2009 Avaya Inc. All rights reserved. 2
Unified Communications
ProductivitySpeed & Execution
Effectiveness & Efficiency
Content and Context
CustomersSimplification
Availability
Responsiveness
CollaborationWork Flow
Decision Making
Social Network
CostCollaborative & Mobile Expenses
Customer control & retention
Opportunity costs
Unified Communications
Environment• Reduce need to travel• Reduce carbon footprint• Reduce energy consumption
“For every 3 meetings held by video conference instead of flying cross-country, it would be like taking a car completely off the road for an entire year”
(SOS live Earth)
© 2009 Avaya Inc. All rights reserved. 3
Rich Communication, Collaboration, and Content Sharing – Global enterprises connect without travel– Meet and collaborate virtually– Enable dispersed workgroups– Foster real-time collaboration for increased productivity
Substantially Reduces Carbon Footprint– Green meetings– Allow attendees to be environmentally friendly– Reduce the need, costs, and CO2 of travel
Video and Voice Conferencing:Green Technology
“With the growing emphasis on…green policies in corporations, video conferencing is now seen as having a direct effect on lowering a company’s carbon footprint.”- William Stofega, IDC
“Using (video) conferencing and collaboration technologies can make a large contribution to the goal of carbon neutrality.”- Alan Greenberg, Wainhouse Research
“Much of my (political) participation now comes via (Polycom HD video) teleconference, a “low carbon emissions” way of working .”- Al Gore
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Why consider an in-house conferencing solution? New desktop UC application like MOC, Lotus Sametime and Avaya One-X
Portal offer significant worker productivity gains; Audio conferencing is a key element
– It is difficult to integrate these solution with a hosted conferencing service
– If Meeting Exchange is not part of their UC solution, customers could end up with a competitive audio bridge on their network in order to take advantage of these capabilities
Improved Business Continuity capabilities/ reduce Business Risk– Displacement of workers is a real possibility; enable employees to work from any location, in the
event that they cannot get to an office
– Maintain communication & collaboration capability in a crisis situation
Telecommuting is becoming more popular; collaboration tools are key to successful virtual working
– In 2008, 72% US workforce will be remote and mobile– 89 of top 100 US companies offer telecommuting
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Why consider an in-house conferencing solution? The ROI is compelling
– FCE IP telephony deployments and changes in how and where we work have dramatically changed the value proposition for premise-based conferencing
– 40%-60% of voice traffic on many corporate networks is used for conferencing
• Running conferencing traffic on an IP network reduces spending further by eliminating transport costs
– Average customers realize an ROI in about 6 months and save up to 50% on conferencing expenses vs. outsourced services
Go Green– For every 3 meetings held by conference call instead of flying cross-country, it would be like
taking a car off the road for an entire year
– The average commuter burns 340 gallons of gas & creates a 3.4 ton cloud of CO2 a year. Teleworking, even occasionally, can cut that figure significantly.
© 2009 Avaya Inc. All rights reserved. 6
Sample Conferencing ROI
Customer scenario using Service Provider: Company with up to 8,500 employees Audio conferencing:
– Using 1.8 million minutes per month– Monthly service provider charges: $88,400 ($0.05/minute rate)
Total annual spend: $1,060,800
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Avaya recommendation: 600-port Meeting Exchange (SIP-based S6200)
Total system purchase cost (cost of entry): $539,000 (list price)
Months to payback: 5 months
Average monthly savings compared with outsourced services (after 1st month): $85,000
Expected 3-year cost savings: $3m
*Best value delivered where there are the largest number of on-net users
© 2009 Avaya Inc. All rights reserved. 7
Sample Conferencing ROI
Customer scenario using Service Provider: Company with up 1,000 employees Audio conferencing:
– Using around 200,000 minutes per month– Monthly service provider charges: $10,000 ($0.05/minute rate for 100k minutes)
Total annual spend: $120,000
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Avaya recommendation: 72-port Meeting Exchange (SIP-based S6200)
Total system purchase cost (cost of entry): $74k (list price)
Months to payback: 6 months
Average monthly savings compared with outsourced services (after 1st month): $8,600
Best value delivered where there are the largest number of on-network users
© 2009 Avaya Inc. All rights reserved. 8
Avaya Meeting Exchange
Designed and optimized to support today’s converged IP network infrastructures utilizing SIP for call control.
– Can be easily deployed in traditional TDM voice networks with the use of a gateway (internal PCI board or external standalone gateway).
Can be combined with other conferencing applications to increase usability and create more user friendly collaboration solutions.
Runs on a Linux Operating system
Scales from 20 to 2000 concurrent participants in a single bridge (market leading scalability)
Supports reservation-less, scheduled meet-me, event and alert conferencing types.
Full-featured voice conferencing software application
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Scheduled or Reservation-less for up to 2,000 users per platform (up to 12k with connected systems). Full featured, high capacity, high performance audio conferencing. Integration with Avaya Web Conferencing, Sametime, Adobe Connect Integration with Microsoft Office Communicator for click-to-conference Integration w/ UC and enterprise applications from Avaya & leading vendors. Supported by S6200 or S6800 platforms
Conferencing for Enterprises & Service Providers
Meeting ExchangeEnterprise
Conferencing for Small to Midsize Organizations
Scheduled or Reservation-less for up to 300 users.Simple, cost-effective deployment & management; channel ready.Integration w/ Sametime Web Conferencing; click-to-conference with SametimeScheduling via Outlook & NotesPractical, streamlined feature set.Supported by S6100 platform
Meeting Exchange Express
Meeting Exchange Portfolio
© 2009 Avaya Inc. All rights reserved. 10
Avaya Meeting Exchange Enterprise Features
Event/Attended conferences
– The Avaya Conferencing Bridge supports a full range of Operator-attended conferencing capabilities.
Scheduled unattended conferences
– The Avaya Conferencing Bridge can also permit conference Participants to dial directly into the system and access their conference without any attendant assistance.
Reservation-less – ‘On Demand’ conferences
– The Avaya Conferencing Bridge can permit first-come-first-serve reservation-less conferences. Port resources are allocated on a as needed basis.
Simultaneous support for multiple conference types
© 2009 Avaya Inc. All rights reserved. 11
Meeting Exchange SoftwareSingle Conferencing Application Across All Platforms
SIP or SIP / PSTN to 3000 ports SIP conferencing to 9,000 ports
Meeting Exchange Audio Conferencing Software
Meeting Exchange Audio Conferencing Software Optional Applications:
• Bridge Talk• CRS• Web Portal• Audio Console• AWC• Res. for Outlook• Res. for Notes• Outlook On-Demand• Self Reg.• Conf Viewer• Multisite
S6200 Conference Bridge S6200 + S6800 Expansion
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Meeting Exchange
Simplified UC capabilities through integration with Microsoft applications
– Click-to-conference and manage participants from Microsoft Office Communicator/ Live Server 05
– Schedule conferences via Outlook
Support for 2000 ports/ licenses on a single server
Conference Scheduling via Lotus Notes and integration with Sametime Web Conferencing
Improved user features, such as ‘mute all’ capability, for more effective conference calls
Simplified deployment, management and customization
– Migration to Linux OS and introduction of Avaya Core Services Foundation
– Market-leading scalability: 2000 users per system
– New APIs for custom application development and integration with UC and enterprise applications
– Localization prompts for 7 languages
Integration with Avaya Communications Process Manager for event-driven conferencing
ROADMAP: support for Video on Meeting Exchange server
© 2009 Avaya Inc. All rights reserved. 13
Integration with one-X Portal
Integration with one-X Portal for audio conference management:
– See all participants(Caller ID, name where mapped)
– Identify active speaker / noisy line
– Identify participant audio mode (muted / unmuted)…
– Mute or drop participants
– Dial out to new participants
As of version 4.1.2 Meeting Exchange capacity expanded to 2000 concurrent users (ports) per system
– Simpler, more cost-effective expansion to meet user demand
© 2009 Avaya Inc. All rights reserved. 14
Avaya Web Conferencing (AWC)
Permissions based application and desktop sharing
PowerPoint push Voting slides Follow-me browsing Annotations Whiteboard Chat Integrated roster (integrated
w/ Meeting Exchange)– Identify speakers– Mute audio lines– Dial out to add participants– Promote/demote
participants Synchronized recording
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AWC – Recording & Playback
Simultaneously records audio AND web
Playback via Windows Media Player
Manage recordings via web interface
Requires a recording and streaming server
Runs on Windows Server 2003
Hardware Supported -Avaya provided:
– Dell Poweredge 2900
• Includes Dialogic PCI voice interface card
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Audio Enabling Microsoft Applications
Integrating Meeting Exchange Enterprise with Microsoft applications delivers the following capabilities:
Schedule conferences from Microsoft Outlook
Click-to-Conference from Microsoft Office Communicator (MOC)
– Control audio conference from MOC interface (mute, disconnect, etc.)
Click-to-Conference from Microsoft Outlook
Control audio conference from Live Meeting interface
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Effective Group Collaboration:Avaya Meeting Exchange integrated to Outlook
Meeting Efficiency
Schedule Conferences in Outlook with access to key information & features
Click-to-Join
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Effective Group Collaboration:Avaya Meeting Exchange integrated to Office Communicator
Click-to-ConferenceClick-to-Conference
ConferenceManagement
ConferenceManagement
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Unified Conferencing
Microsoft Live Meeting integrated with Meeting Exchange
– Live Meeting from Service Provider– Live Meeting from OCS
Integrated audio controls in participant roster:
– Mute individuals– Mute All– Lock Conference– Hang up participants– Add new participants– Dial out to add new participants
Click to join Live Meeting from Outlook invitation
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IBM Lotus Notes and Sametime Integration
Meeting Exchange Express and Enterprise can be integrated with IBM Lotus Notes and Sametime. Points of integration include:
New Notes-ST Adapter for 5.0 now supports
– Lotus Notes 7.0 Audio Conference Scheduling
– Lotus Notes 7.0 Click to Call (with Sametime 7.5.1)
– Sametime 7.5.1 Audio Conference Scheduling
– Sametime 7.5.1 Web Conferencing with Audio participant roster integration
– Sametime 7.5.1 Connect Client (IM) Client Click to Call
Offer Structure
– CD for the Adapter software
– 9-tier material structure
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Conferencing Integration: Click-to-Conf from Sametime Calls placed via Avaya Meeting Exchange bridge
Enable convenient, efficient conferencing
Multi-party Click-to-conference capabilitiesFrom Lotus Sametime 7.5.1/8.0Q4’08
From IBM Lotus email or IMClick on one or more contacts
and initiate audio conference
Key capabilities/Conference ControlSelect or add phone numbersVisual indication of active speakerMute, unmute or disconnect participants Dial out to add new conference usersHang up users
Enable convenient, efficient conferencing
Multi-party Click-to-conference capabilitiesFrom Lotus Sametime 7.5.1/8.0Q4’08
From IBM Lotus email or IMClick on one or more contacts
and initiate audio conference
Key capabilities/Conference ControlSelect or add phone numbersVisual indication of active speakerMute, unmute or disconnect participants Dial out to add new conference usersHang up users
+
© 2009 Avaya Inc. All rights reserved. 22
Conferencing Integration: Integrated Scheduling
Customer Value Simplified Booking Automated Reservations Selected services appropriate for each meeting Ensure resources are there when required
… More time on meeting purpose … Less time on meeting logistics
Customer Value Simplified Booking Automated Reservations Selected services appropriate for each meeting Ensure resources are there when required
… More time on meeting purpose … Less time on meeting logistics
© 2009 Avaya Inc. All rights reserved. 23
Meeting Exchange Audio Conferencing Integration with Lotus Sametime Web Conferencing
Embedded audio control capabilitiesfor more productive meetingsClick-to-Join for faster entrance to meetings See who is in call and identify speakers Mute or disconnect participants Dial out to join new participants Have the audio bridge dial out & bring you in Lock the conference
Embedded audio control capabilitiesfor more productive meetingsClick-to-Join for faster entrance to meetings See who is in call and identify speakers Mute or disconnect participants Dial out to join new participants Have the audio bridge dial out & bring you in Lock the conference
Video Solutions
© 2009 Avaya Inc. All rights reserved. 25
Value Proposition for Video
Increase cost efficiencies
Improve employee productivity
Enhance performance of global infrastructure
Simplify vendor relationship: Avaya provides complete solution
Natural extension of voice calling – Conference, transfer or route the call & video goes with it– Dial an extension & automatically add video
Launch video from Softphone when working remotely
Drive efficient workflow with face-to-face interaction
User
Business
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Value Proposition for Video
Adopt a single, converged IP infrastructure for voice and video
– Simpler to deploy and manage across the enterprise
Deploy a single network management system for voice and video
Ensure optimal performance with bandwidth management
Leverage existing infrastructure (Avaya Communication Manager) and IP network; just add video
– Standards based solution ensures simple integration
IT
© 2009 Avaya Inc. All rights reserved. 27
What’s New in Video Video-enabled Avaya one-X Communicator
Continued partnerships with Polycom and Tandberg, leveraging leading video products
Improve customer service w/ video applications in Banking, Retail, Branch or any virtual call center
Optimize worker effectiveness by making video easier to use:
– 6-way ad-hoc video conferencing, including support by Meeting Exchange
– Support for SIP to H.323 video
– Tandberg Desktop Videophone for point-to-point “pick up and dial” video
Increase business agility and lower costs by using video to reduce travel:
– Support for Polycom High Definition video endpoints and RPX immersive room system (Telepresence)
All solutions leverage Communication Manager as a multimedia communications platform
© 2009 Avaya Inc. All rights reserved. 28
Solution View
Polycom HDX4000 Polycom Powered
H.323 Video Softphone
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Video-enabled Avaya one-X Communicator
Automatically add video to a voice all from Avaya one-X Communicator
SIP: Video, shared control & telecommuter mode
Click-to-Video from IBM Lotus Sametime or Microsoft Office Communicator (via Avaya one-X Communicator)
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Tandberg Videophone Pick up & dial phone as usual; video “appears” on the screen Includes a keypad and handset like a standard telephone Make audio only calls as well as point-to-point video calls, or participate
in multi-point video calls through a video bridge
Value Proposition Enable ad-hoc, face-to-face communication from the
convenience of a desk phone. Significantly, yet cost-effectively enhance
communications by adding visual context (less expensive than full video conf solution)
Easily rollout across the organization with minimal training; single device with a simple user interface and features.
Deploy on desktop, in home office or in remote/ branch office
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Executives, leaders, doctors, attorneys, commanders and education specialists who are looking for the UltimateHD™ experience
Save travel cost and time by having meetings that are “Just Like Being There”
Small footprint, personal desktop system
Supports PC monitor and video conference with multiple shared screen layout options
5 Mega-pixel Camera with pan / tilt / zoom
Stereo Speakers for rich multi-media sound
Crisp and clear full motion content sharing
Communications are confidential and secure using Advanced Encryption standard (AES)
HDX 4000 Desktop
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Support for Polycom RPX Immersive Video for Conference Rooms
Avaya resells the Polycom RPX (RealPresence Experience) immersive room system for high end, executive conference rooms.
RPX delivers the best quality video experience available– Truly immersive environment, all surrounding, finely tuned, HD quality video
– Includes everything required for a stand-alone, exec. conference room
Value Proposition– Highest quality tools specifically designed for executives – Lower cost of ownership
• Sweet-spot pricing for product and services; mobile configuration
– Standards based video technology• HDX interoperable w/ legacy & competitive
standards-based systems
Comprehensive service package delivered by Polycom to ensure smooth install and rollout
© 2009 Avaya Inc. All rights reserved. 33
Polycom Video Products (Available from Avaya)
VSX 7000s & 7000e
VSX 5000
HDX 9000 Series
VSX 3000
VSX 6000V500
HDX 4000 Series
From $2,199 to……….……………………………………………………………………. >$300,000
Desktop/Personal/SOHO Small/Med Group Med/Large Group Large Group & TP
RPX & TPX HD Series
VSX 8000
HDX 8000 Series
Ult
ima
teH
DE
ss
en
tia
l
Vertical & Customer Service Video Applications
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Education
Distance learning– Online courses
– Education for remote or homebound students
Instructor development/ training
Access to specialty information/ programs
– Virtual field trips, guest presenters
Everyday staff meetings for dispersed instructors and/or administrators
Industry Specific ApplicationsFinancial Services
Productivity and improved service
– Maintain progress on a deal w/ impromptu video meetings
– Improve service through face-to-face client interaction
– Reduce travel for dispersed or remote workers
Branch banks– Offer a ‘virtual’ banker to
speed mortgage closings– Connect customers with
specialty services / resources not available at every location
Government
Telejustice– Video arraignments
– Remote testimony
– Parole board hearings
Crisis Preparedness– Advanced
communication capabilities for remote responders
– Communications Continuity
Communication and training
– Agency, district, state or nation wide
Healthcare
Rural medicine / telemedecine
– Remote clinic consultation
– Consultation for traveling patients
– Collaborative patient treatment between physicians/ med ctrs
– Psychiatric consults
– Access to distributed specialty knowledge
Continuing education– Live view of procedures
© 2009 Avaya Inc. All rights reserved. 36
Video in the Contact Center or Branch: Scenarios
Resident Expert– Offer broader range of services to customers
at branch locations via live “face to face” access to experts in other locations
Virtual Help Desk – Provide efficient service to callers or
online help requests using visual context.
– Offer streaming self help video based help request (i.e. how to change a printer cartridge, etc)
Video Customer Service in Retail / Branch– Use video kiosks in branch locations to
provide immediate 2-way service with visual context, such as troubleshooting problemswith a consumer product
© 2009 Avaya Inc. All rights reserved. 37
Case Study: Video Assistance for Retailers Ever-present Customer Service at Wireless Carrier Retail Locations
Business issues/ challenges
Highly competitive industry; need stellar customer service experience to reduce churn and maintain customer satisfaction.
Inadequate tech support in retail stores (too expensive to staff tech support agents in every location or train retail associates).
High mobile phone exchange rate for customers in stores (retail staff quick to exchange phones due to lack of tech knowledge).
Impact of the problem on the business
Not maximizing customer satisfaction (risking churn) due to inability to provide on-site technical support.
Leaving money on the table (longer customers spend in store and more satisfied they are, the more they will spend on other products/ services).
Incurring high exchange costs resulting from in-store swap rather than repair
Solution Reinvent the retail store experience via technology innovation.
Improve customer experience; deliver more personalized service to branch or remote locations through 2-way visual context for agent and customer, such as ability to troubleshoot problems with a consumer product.
Results Reducing live agent and training costs
Improving customer satisfaction / drive loyalty / decrease churn
Growing customer base / market share and strengthen brand
© 2009 Avaya Inc. All rights reserved. 38
Case Study: Video Branch Assistance Enhanced Customer Service at Branch Banks
Business issues/ challenges
Losing market share in competitive industry and not maximizing revenue potential from customer base.
Inability to leverage expert resources, and therefore, offer full range of services at all branch locations results in inconsistent service and lost revenue opportunity.
Impact of the problem on the business
Not maximizing revenue per customer due to inability to offer full range of services / products at every branch location.
Not leveraging core expertise across branches.
Solution Leverage resident experts across multiple branch locations cost-effectively.
Provide more efficient service through visual context (see expert and refer to other sources –account balances, websites, etc.)
Drive customer sat by providing faster, more secure virtual service.
Results Maximizing expert resources (reducing costs, leveraging knowledge base)
Improving customer satisfaction / loyalty
Driving new revenue generation with expanded service offerings
Achieving competitive / market share advantage
© 2009 Avaya Inc. All rights reserved. 39
Business issues/ challenges
Growing demand for interpreters each year outpacing increase in interpreter resources.
Limited resources requires complex scheduling between the clinics and interpreter services.
Very large percentage of the time spent during each encounter is wasted through transportation, no shows, and simply waiting with the patient.
Interpreter services is a critical function that is a direct cost to the hospital (patients are not billed for interpreter services).
A telephonic interpreter call center has been implemented but with limited success.
Impact of the problem on the business
Wasting costly interpreting resources, which in turn forces the hospital to outsource encounters to even more expensive external agencies.
Patients who do not speak English sometimes have to wait hours for an available interpreter.
For telephonic encounters, important aspects of the conversation can be lost, and the experience is typically more frustrating for all parties involved.
Solution Utilize the enhanced integration of the Avaya PBX with Polycom High Definition endpoints to provide an in-person experience but with the flexibility and efficiency of an on-demand call center.
Case Study: Video Interpreting for Healthcare Flexible, Effective Interpreting Throughout the Medical Center
© 2009 Avaya Inc. All rights reserved. 40
Unified Communications
ProductivitySpeed & Execution
Effectiveness & Efficiency
Content and Context
CustomersSimplification
Availability
Responsiveness
CollaborationWork Flow
Decision Making
Social Network
CostCollaborative & Mobile Expenses
Customer control & retention
Opportunity costs
Unified Communications
Environment• Reduce need to travel• Reduce carbon footprint• Reduce energy consumption
“For every 3 meetings held by video conference instead of flying cross-country, it would be like taking a car completely off the road for an entire year”
(SOS live Earth)