The Momentum of Collaboration and the Customer Experience

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

The Momentum of Collaboration and the Customer Experience

Technology

Transcript of The Momentum of Collaboration and the Customer Experience