engagement for The Digital Era

Transcription

1 engagement for The Digital Era Gregg Widdowson Digital Engagement Lead 2016 Avaya Inc. All rights reserved.

2 Trends OUTCOME DRIVEN PERSONALIZATION CLOUD EVERYTHING MOBILITY EVERYWHERE EXTREME ANALYTICS Predictive Analytics, Machine Learning, Artificial Intelligence, Context real time action Simply expected, inherent to every action, drives personalized experience Open global market based on service and innovation Convenience and preference define modality and touch point in the moment of need

3 DIGITAL ENGAGEMENT ARCHITECTURE Secure Fabric Networking Customer Engagement Applications Team Engagement Applications Partner Enabled Services Professional Services Avaya Private Cloud Services and Support Analytics Communication Platforms Deployment Models Secure Fabric Networking Partner Enabled Services Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 75

4 SMART DIGITAL SOLUTION ACCELERATOR AVAYA BREEZE + AVAYA BREEZE CLIENT SDK 4Simplifies creating and customizing the user experience 4Enables communication and collaboration within context and business processes 4Embed into any application 4Build unique vertical applications 4Extend and integrate quickly through Avaya Breeze, workflow automation, and Snapp Store eco-system 4We use it ourselves! Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 76

5 AVAYA OCEANA Mobile-first User Experience Mobile & Web with Rich Text Chat, Collaboration, Voice and Video A New Era of Self Service Intelligent Chatbot for Routine Interactions Engagement Designer Design powerful customer journeys with Visual workflows Customer Journey Visualization Multi-touch Journey automatically tracked and mapped Contextual Routing Context allows for personalized customer journeys with attribute matched resources Avaya Oceana Workspaces Increase agent productivity with a fully customizable browser based, multi-touch agent workspace.. Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 77

6 AVAYA EQUINOX Mobile-first User Experience One touch to...anything Simple, easy, contextual, device optimized experience Always on Messaging Any Media Device Continuity In-app UC Experiences User-defined UC in the apps you use Embed, integrate, customize Extensive Web Collaboration and Event Conferencing Screen & application sharing, whiteboard, remote desktop control 100,000 live viewers Rich HD Video, High Scale Audio Hollywood squares, multi-vendor room system interop. Multiple large meetings Software Based / Zero Download Flexible, virtualized deployment Frictionless collaboration via WebRTC and HTML5 Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 78

7 OUR VISION: TO HELP PEOPLE AND ORGANIZATIONS TO MOVE TO THE DIGITAL AGE OF COMMUNICATIONS Avaya Everywhere A smart, digital world where all communications across devices and software apps are secure, in-context. Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 79

8 EQUINOX ACROSS DEVICES ACROSS LOCATIONS ACROSS TIME Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy

9 OPPORTUNITY DIGITAL TRANSFORMATION IS DRIVING THE NEED FOR UC EVOLUTION UNIFIED COMMUNICATIONS ERA MOBILE ERA DIGITAL TRANSFORMATION ERA Avaya is defining the future of UC making it a natural part of how we connect, communicate and collaborate. UC on the devices, within the applications and browsers people use every day: simple, transparent, in context, user defined. Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 81

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