OFFICE OF THE CTO - ConvergeOne C1 Tech Summit Innovati… · Container Processing...
Transcript of OFFICE OF THE CTO - ConvergeOne C1 Tech Summit Innovati… · Container Processing...
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OFFICE OF THE CTOEmerging Technologies and Digital Transformation
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C1 INNOVATION STRATEGY
AppDev Internal DevOps
Services IP Research Documentation
Sales Enablement Services Alignment
Offer Management Scale
Market Trends
Customer Feedback
Industry Analysts
Vendor Roadmaps
Innovation
Incubation
Generally Available
Back Burner
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OFFICE OF THE CTOInnovation
Artificial IntelligenceAsset TrackingAttribute MatchingAutomated Dynamic Security (Toll Fraud/Call Blocking)Avaya BreezeAvaya System Manager AdoptionBiometrics (Voice Authentication, Facial Recognition)BlockchainChatbotsCloud ModelsData ScienceOmni-ChannelContainer Processing (Kubernetes/Docker)
DevOps (Automation Scripting & API’s)Digital TransformationDigital BuildingsEnd-user Adoption (Self-service Portals)Enterprise Networking (SD/NG-WAN)Internet of ThingsMicro Services and Micro TransactionsMobilityServiceNow IntegrationTeams Integration (Cisco and Microsoft)UC/CC Integration (Presence-based CX)SIP (Advanced Use-cases)SIP Vicious (Registrar hacking – Passwords)
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OFFICE OF THE CTOInnovation
Artificial IntelligenceAsset TrackingAttribute MatchingAutomated Dynamic Security (Toll Fraud/Call Blocking)Avaya BreezeAvaya System Manager AdoptionBiometrics (Voice Authentication, Facial Recognition)BlockchainChatbotsCloud ModelsData ScienceOmni-ChannelContainer Processing (Kubernetes/Docker)
DevOps (Automation Scripting & API’s)Digital TransformationDigital BuildingsEnd-user Adoption (Self-service Portals)Enterprise Networking (SD/NG-WAN)Internet of ThingsMicro Services and Micro TransactionsMobilityServiceNow IntegrationTeams Integration (Cisco and Microsoft)UC/CC Integration (Presence-based CX)SIP (Advanced Use-cases)SIP Vicious (Registrar hacking – Passwords)
Mutare
ConvergeOne
ConvergeOne
Nice
AudioCodes
Spectralink
ConvergeOne
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OFFICE OF THE CTOInnovation
Artificial IntelligenceAsset TrackingAttribute MatchingAutomated Dynamic Security (Toll Fraud/Call Blocking)Avaya BreezeAvaya System Manager AdoptionBiometrics (Voice Authentication, Facial Recognition)BlockchainChatbotsCloud ModelsData ScienceOmni-ChannelContainer Processing (Kubernetes/Docker)
DevOps (Automation Scripting & API’s)Digital TransformationDigital BuildingsEnd-user Adoption (Self-service Portals)Enterprise Networking (SD/NG-WAN)Internet of ThingsMicro Services and Micro TransactionsMobilityServiceNow IntegrationTeams Integration (Cisco and Microsoft)UC/CC Integration (Presence-based CX)SIP (Advanced Use-cases)SIP Vicious (Registrar hacking – Passwords)
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ARTIFICIAL INTELLIGENCE
CHATBOT / BOT / VIRTUAL ASSISTANTA computer program that runs automated tasks and can be designed to simulate conversation with human users
DIRECTED DIALOGFacilitates a structured conversation with
inquiry responses determined by predefined options
KNOWLEDGE REPRESENTATIONRepresenting information about the world in a form that a computer system can utilize to solve complex tasks
MACHINE LEARNINGA type of artificial intelligence (AI) that
provides computers with the ability to learn without being explicitly programmed when
exposed to new data
AUTOMATIONThe creation and application of technology to monitor and control the production and delivery of services. Saves labor and provide consistent experiences.
Natural Language ProcessingProcess of understanding intent of a user input, allowing extraction of relevant info
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AI HYPE CYCLE
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CUSTOMER LEVEL BENCHMARKING
Customers are benchmarked on the relative anomaly scores(ML) with respect to several key performance indicators( KPIs)
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Biometrics – Voice AuthenticationPassive versus Active
Passive Active
Use Case Automated Verification during a live conversation with an Agent
Automated Verification in IVR, mobile, web
Voice Biometric Technology Used Text Independent Text Dependent
Net Audio Required for Verification
3-15 seconds 1.5 seconds
Net Audio Required for Enrollment
40 seconds, preferably split in two separate calls
4.5 seconds
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Biometrics – Voice AuthenticationMulti-layered Approach to Security
Virtual device
Pre-call
During call
Post-call
ANI spoofing
SIM swap
Complete offering
Voice biometrics
Speaker changeANI watch
list
Investigation on RCM
Continuous fraudster detection
Stolen device
Known caller’s device
Caller is on a call
Porting
ANI match to customer
VoiceCapcha
Voiceprint Watch list
Voiceprintmatch
Continuous authentication
Authentication on demand
Voiceprint Enrichment (ML)
Phoneprintmatch
Speaker changeANI watch
list
Continuous fraudster detection
Voiceprint Watch list
Voiceprintmatch
Continuous authentication
Authentication on demand
Voiceprint Enrichment (ML)
Virtual device
ANI spoofing
Stolen device
Caller is on a call
Porting
ANI match to customer
Phoneprintmatch
Known caller’s device
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Biometrics - Facial RecognitionMoving people are more challenging than still images
12 * 5 * 10,000 = 600,000 frames/second!
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Facial RecognitionNon-Traditional Use Cases
> Physical access control audits and investigation
> Security alerts for identified persons of interest
> Guest services alerts for VIP’s (ie Opt-in loyalty programs)
> Analyze engagement, traffic patterns, and physical journey
> Monitor queue times
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OFFICE OF THE CTOIncubation
> Teams/Workflow Integration
> C1CX Secure Voice Connect
> UC/CC Workflow Integration
> PasswordPro
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TEAMS (WEBEX) & ONGUARD INTEGRATION
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C1CX PASSWORDPRO> Simple and easy to use end-user portal> Admin Dashboard provides at a glance view> Flexible LDAP Configuration> Securely connect to Communication Manager &
System Manager via premise-based PasswordProGateway application
> Single or multi-user actions> Customizable expiration notifications with Rich Text> Cloud-based service
> Zero maintenance, regular updates, and new features
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OFFICE OF THE CTOGeneral Availability
> C1CX Secure Connect
> C1 Conversations
> Workflow Integrations
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C1CX SECURE CONNECT
1GE WAVE
Client HQ
C1CX Primary DC
Existing Client Router
C1 SVC Router
C1CX Secondary DC
Client MPLS
Client Branch #1
Existing Client Router
C1 SVC Router
Client Branch #2
C1 SVC Router
Existing Client Router
SVC Conductor
SVC Shared Aggregation
Router
SVC Shared Aggregation
Router
SVC Conductor
Internet
SIPSIP
Client ISP AClient ISP B
C1 ISP AC1 ISP B
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Conversations
Journey Orchestration
Omni channel
Multi channel
ACD / RoutingACD / Routing
Voice + Digital
Omni Channel
Journey
Conversations
HIERARCHY OF CX
Route calls to agents who are available
Ability to take input from voice, digital and social
Know who your customers and how they contact you
Follow your customer’s engagement journey
Context driving efficient communications with clients
Conversations Delivers on the Promise of Digitally Transforming Customer Experience Management (CXM)
CXM
Inte
llige
nce
Ops
Sta
tsAc
tiona
ble
Anal
ytic
s
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C1 OmniQueue§ Integrates third-party/non-voice work
items or functions with Contact Center Platforms
§ Messaging Broker Services added per application, channel, or function
§ Accommodates any current-generation API - serves as an “API normalization layer” for the Contact Center Platform
§ Effects “State Awareness” across channels and functions
§ In production across multiple Avaya, Cisco and Genesys Contact Centers
§ Engine for Escalation Service of Digital Engagement work items or functions
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LP Bot
.
Avaya CM/CCE + AES
AgentX
Customer
LP LiveEngage
7,8
5,7
3,6,71,2,8
4,5,7
1. Customer Initiates Chat/Message (Session)2. LivePerson (LP) Delivers Session to LP Bot. LP Bot Handles 1-100% of session3. LP Bot Perceives Live Agent /Escalation Required, sends an event to C1 UQ connector4. UQ sends a phantom call into Avaya CM/CCE 5. CM/CCE delivers call to an available AgentX and Notifies UQ6. UQ Notifies LP to Transfer Session to agentX7. Session + Context Transferred to Agent, UQ Notified, AgentX State Changed by CM/CCE8. Agent Interacts with Customer
C1 OmniQueue
2
KB/CRM
C1 LiveEngage OmniQue Flow – LP Bot
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AVAYA BREEZE
ConvergeOne has written 20+ unique “Dynamic Tasks” that provide easy drag-and-drop access to advanced technology that drives business relevant innovation.
Artificial Intelligence, ITSM, IoT, Cloud Database, WebEx Teams, and more!
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IoT Integration
C1 CONNECTORS WITH AVAYA BREEZE
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IBM Watson Language ConnectorsSentiment, Language Conversion, Language Detection, Natural Language Processing, Conversation
C1 CONNECTORS WITH AVAYA BREEZE
Also supports for Amazon Lex, wit.ai
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EQUIPMENT MONITORINGUsing AI to access device status
Phrases such asStart the Monitor
How’s my gear?
What’s the batch temperature?
What’s the equipment’s humidity?
Where is composite drum 986b?
OFFICE OF THE CTOInnovation
Artificial IntelligenceAsset TrackingAttribute MatchingAutomated Dynamic Security (Toll Fraud/Call Blocking)Avaya BreezeAvaya System Manager AdoptionBiometrics (Voice Authentication, Facial Recognition)BlockchainChatbotsCloud ModelsData ScienceOmni-ChannelContainer Processing (Kubernetes/Docker)
DevOps (Automation Scripting & API’s)Digital TransformationDigital BuildingsEnd-user Adoption (Self-service Portals)Enterprise Networking (SD/NG-WAN)Internet of ThingsMicro Services and Micro TransactionsMobilityServiceNow IntegrationTeams Integration (Cisco and Microsoft)UC/CC Integration (Presence-based CX)SIP (Advanced Use-cases)SIP Vicious (Registrar hacking – Passwords)
© Copyright 2019. Private and confidential.