Beyond UC: Avaya Communicator for Web Bryan Dingwall, Senior Product Manager 1
THE MOVE TO THE CLOUD 35% Growth SaaS MARKET GROWTH $1 out of every $5 is spent on enterprise SaaS software 20% $149 BILLION $201 BILLION 2015 2019 2
DISRUPTIVE CLOUD APPS 15M Users Social Collaboration 12M Users CRM IT Services 50M Users Productivity 1,000 Customers HR Management 3
Avaya Communication Enables Web Browsers and Cloud-Based Business Applications 4
Avaya is Pioneering the Embedded Engagement Experience Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 5
Next Generation Engagement Experiences Standalone Embedded SDK Avaya turn-key applications Cloud and in-application UC integration Application ecosystem enablement Mobile SaaS Process/Workflow 6
Avaya Communicator for Web HTML5-based Chrome extension or Internet Explorer add-on Real-time communication inside web browsers and Google Apps, Microsoft Office 365, and Salesforce Does not require any software to be installed on a user s machine Works across Mac, Windows, and Chrome OS PCs Compatible with IP Office 9.1.4 and above, Aura 6 and later Includes: Voice and video calling ( today, Aura future) Instant messaging and presence Call control and directory services One-click to start Avaya Scopia and Google Hangouts 7
Avaya Communication + Engagement Inside of Web Applications Cloud Apps + Browser Support Components Avaya Communicator for Web Esna ilink for Avaya Scopia Desktop* Avaya Communication Platforms *Additional component required for Scopia functionality. Does not include a license for Scopia Video Conferencing. 8
An Overview of What s Included with Avaya Cloud Application Link Avaya Cloud Application Link Server(s) Avaya Aura Communicator for Web Esna ilink for Avaya Scopia Desktop Avaya Cloud Application Link Server is a middleware server (either physical or virtualized) that resides on top of the Avaya Aura platform (5.2+) and syncs messages from Avaya Aura Messaging to cloud applications such as Google Apps and Office 365. An HTML5 based Chrome browser extension and Internet Explorer Add-on that enables users to collaborate in the web apps they work and live in; includes features such as call control, directory services, click-to-call, and record pops/note taking in Salesforce. An HTML5 based Chrome browser extension and Internet Explorer Add-on that embeds Avaya Scopia meetings across Google Apps, Microsoft Office 365 and Salesforce; includes support for scheduling within calendars and instant meetings. 9
Avaya Communication and Engagement Inside of Web Applications Cloud Apps + Browser Support Components Middleware Server Avaya Aura Communicator for Web Esna ilink for Avaya Scopia Desktop Avaya Communication Platforms 10
Avaya Cloud Application Link - Single Instance Architecture Diagram 11
Ideal Target Markets Organizations Moving or Using Cloud-Based Productivity, Email, and/or CRM Solutions 5M+ businesses 50M+ end users 60% market share in higher education 64% of Fortune 500 80M+ end users 31% of all cloud-based business mailboxes are Office 365 1B+ end users Leading web browser Chromebooks are the fastest growing laptop 12M+ end users 150K+ customers Cloud CRM solutions market leader 18.4% market share 12
Partner Value Proposition 4 Participate in Extended Market Opportunities Enable collaboration practices to be more relevant to enterprise CIOs that are investing in SaaS, social, and mobile collaboration applications Deliver a solution today that drives Avaya UC upgrades and new sales by embedding Avaya solutions inside leading SaaS business applications Capture organizations migrating from on-premise productivity solutions (Outlook/Exchange, IBM Notes) to cloud solutions (e.g. Google Apps, Office 365) 4 Help Customers Extend their Avaya Investments Help customers leverage and extend their investment in Avaya to cloud applications (e.g. Google Apps, Office 365, Salesforce) Customers can access real-time communication tools inside the cloud business applications they use regularly without having to replace their existing Avaya assets 4 Compete Better Compete effectively against solutions like Microsoft Skype for Business (Lync) Bridge an enterprise s infrastructure with the cloud, linking on-premise communications technology and cloud applications 13
Consumer Value Proposition 4 For End Users Provides complete, rich, communications for end users directly from inside cloud-based applications Increases productivity and customer satisfaction by decreasing effort required to connect with anyone or collaborate as a team 4 For IT Reduces the disruption associated with deploying new technologies, and from switching applications or devices to communicate Enables faster adoption of new technologies Reduces the burden on IT budgets by leveraging existing multi-vendor technologies 4 For Business Increases the flexibility to choose the most appropriate application for the businesses avoiding vendor lock-in 14
Avaya Communicator for Web - Qualifying Questions Ask your customer these four questions: 1. Are you moving from on-premise apps for productivity, email, and CRM to cloud or SaaS based solutions? 1. Are you running Avaya IP Office 9.1.4 or above? 1. Do you use Google Apps, Microsoft Office 365, and/or Salesforce? 1. Do your employees use Google Chrome and/or Internet Explorer at work? If your customer answers Yes to any of the above questions, then Avaya Communicator for Web in an ideal solution for them. 15
Avaya Fuels Team Engagement in Google Apps and Office 365 Avaya enables better collaboration What Avaya offers Outcomes achieved with Avaya Whether you're on the marketing team or in R&D, Avaya helps teams to stay connected and productive. Embedded voice, video, IM and presence Click-to-Call and Conference Click-to-meet (Scopia, Hangouts) Click-to-collaborate Real time communications in document manage apps like Google Apps and Office 365 Unified messaging in any cloud or mobile email platform Amplify creativity Create impactful content Rapidly deliver the latest materials Remove geographic barriers Streamline team meetings Reduce travel 16
Avaya Impacts Sales Outcomes Avaya enables better selling Avaya helps optimize sales processes and performance by accurately monitoring, tracking and identifying sales activities that deliver the best results. What Avaya offers Embedded voice, video, IM and presence Click-to-Call and Conference Click-to-meet (Scopia, Hangouts) Screen pops of customer records natively in Salesforce Sales Cloud, Service Cloud and Community Cloud Unified messaging with any cloud or mobile email platform Integration with most cloudbased CRM solutions Outcomes achieved with Avaya Identify sales activities that produce results Spot top and low performing sales reps Shorten sales cycles Streamline sales processes Accelerate response time to customer questions and RFPs 17
Avaya Improves Customer Service Performance Avaya enables better service Avaya enables service teams to delight their customers by addressing their questions and issues efficiently and effectively. What Avaya offers Embedded voice, video, IM and presence Click-to-Call-Conference Click-to-meet (Scopia, Hangouts) Screen pops of customer records natively in Salesforce Service Cloud and Community Cloud Integration with leading cloudbased customer service solutions Outcomes achieved with Avaya Resolve service issues faster Improve customer satisfaction Reduce on-hold call times Decrease service costs Reduce travel Collaborate more effectively with team members Share best practices and insights more easily 18
Avaya Communicator for Web Feature Descriptions + Screenshots Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 19
Avaya Communicator for Web Provides a HTML5 front-end leveraging Avaya platforms on the back-end to deliver phone control (CTI) capabilities within the browser and inside of cloud applications. 20
Authentication + Login Process Support for OAuth 2.0 enables users to sign in with a range of 3 rd party credentials - an Esna, web-based authentication solution is available for when security profiles or other considerations make these other login options impossible. Users log in with credentials provided by an administrator - next, they will be prompted to enter appropriate site information OR they can defer to a site default option, which automatically fills in the appropriate information. 21
Access the Client as a Slider from Any Page in Your Browser Avaya Communicator for Web - can be accessed as an embedded slider; it s found in the bottom right of any page in your browser. 22
Access the Client as a Browser Extension Avaya Communicator for Web - can also be accessed as a popout extension for Chrome or Internet Explorer (IE); it s found in either browser's toolbar. 23
See Everyone s Presence + Organize them into Groups Easily gain a view to the real-time presence and availability of your co-workers with the ability to place an instant call, open their profile, or search for others. Organize co-workers into custom groups, which allows a user to initiate group actions such as Google Hangouts or Avaya Scopia meetings. 24
Manage Your Own Presence + Devices Apply custom presence labels to match your availability and (if applicable) decide which of your devices is used to handle calls. Gain quick access into important settings such as enabling an in-app tutorials or integration with Google Hangouts/Calendar, which is reflected in your presence. 25
Easily Make + Manage Calls from the Browser Dial extensions or phone numbers by entering the names of your contacts or their numbers; see a list of all active calls or a history of your most recent calls. A variety of call control features are presented from within the browser and apply to both a user s Avaya softphone and deskphone. 26
Chat + Activity History Chat 1-on-1 with others and within the same view, gain access to a timeline of their activities, including their status changes and your call history with them. 27
Expanded Search + Collaboration Actions Searching within the extension brings up all contacts within your company directory, as well as those found in your Google or Office 365 directories. Within an individual's record, a user is presented with the ability to place a call, start a chat, view a recent call history with that contact, and initiate a Scopia or Google Hangout (when used in a Google Apps domain). 28
Make Voice + Video Calls Right from the Browser Leverage the WebRTC-based softphone to make voice + video calls from your browser. Note: WebRTC available today with IP office, Aura planned 29
Enable in Softphone Mode for Only Voice + Video Simply enable the client as a softphone for voice + video, so you can use another application for IM + presence, like Skype for Business. 30
Click-to-Call from any Page in the Browser The ability to place a call is embedded as an icon beside any phone number in your browser - clicking it will initiate a call to be placed via the user s desk phone or softphone; additional call control features are available from the browser client. 31
In-App Tutorial Highlights Key Functionality An optional in-app tutorial is available upon installation and exists as an option for viewing at a later date. 32
Avaya Communication-Enabled Business Applications Feature Descriptions + Screenshots Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 33
Access voice + video calls, Scopia meetings, Hangouts, presence and IM across Google Apps and Google Chrome for faster, better team engagement. 34
Contextual Collaboration in Google Drive When opened to a document, Avaya Communicator for Web recognizes and displays the co-authors of a Google Drive document; individual and group actions are presented, including the ability to start a Google Hangout or Avaya Scopia meeting. 35
Collaboration Actions from the Google Contact Card The ability to see a user s Avaya presence, start an instant Scopia meeting or open a user s Avaya Communicator for Web - profile is embedded within the Google Contact Card. 36
Presence Pulled from Google Calendar + Hangouts Enable Google Calendar and Hangouts integration, which automatically adjusts your presence while you re in a meeting or in a Hangout. 37
Access collaboration voice + video calls, Scopia meetings, click-to-call, presence and IM across Office 365 and Internet Explorer for faster, better team engagement. 38
Avaya Voice + Video within Office 365 From anywhere across your Google Chrome or Internet Explorer browser, you can bring up Avaya Communicator for Web - to find your co-workers, check their status, chat with them and place voice or video calls. 39
Collaboration Actions from the Office 365 Hover Card The ability to see a user s Avaya presence, start an instant Scopia meeting or open a user s Avaya Communicator for Web - profile is embedded within the Office 365 Hover Card. 40
Embedded voice + video calls, presence, Scopia, Hangouts, screen pops in Salesforce and the ability to track/run reports on calls. 41
Handling calls from within Salesforce Avaya Communicator for Web - is embedded directly in the Salesforce sidebar. Whenever you receive a call, the record of that caller is brought up - you re presented with call control features and the ability to take notes about the call, which are saved under the contact or lead s activity history. 42
Does Your Sales Team Use Salesforce Sales or Service Cloud? What can you do with Avaya Communicator for Web? Communicate in real time from Salesforce Automatically log calls and web conferences Click-to-call, IM and collaborate Collaborate on any record or report 43
Track + Run Reports Based on Call History Automatically logs calls as activities, which can be referenced in reports. 44
Avaya Cloud Application Link Components Feature Descriptions and Screenshots Avaya Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 45
Avaya Cloud Application Link Server Messaging server that resides on top of the Avaya Aura platform and syncs messages from Avaya Aura Messaging with Google Apps and Office 365. 46
Unified Messaging Inside Gmail Receive transcribed voicemails in your Gmail inbox - contact is resolved and additional collaboration actions are presented. 47
Unified Messaging Inside Microsoft Office 365 Read transcribed messages from within the Outlook Web App; opening a message extinguishes the message waiting indicator on your desk phone. 48
Feature Summary by Cloud Application Integration Google Apps Office 365 Salesforce.com Collaboration Voice Communication X X X Video Communication X X X Click-to-Call X X X Call Control X X X Softphone Only Mode X X X Instant Messaging X X X Phone Presence X X X Calendar Presence X X n/a Location Sharing X X X Contextual Collaboration X n/a n/a Share Document X X X Share Web Page X X X Screen Pops n/a n/a X Activity Logging n/a n/a X Create New Record n/a n/a X Web Meeting Services Integration Click-to-Scopia [1] X X X Click-to-Hangout X n/a X [2] Settings and Administration Select Device X X X In-App Tutorial X X X [1] Requires Esna ilink for Avaya Scopia Desktop Chrome Extension or Internet Explorer Add-on + a valid Avaya Scopia license. [2] Requires Google account Note: Features vary by Avaya platform, please consult product specific documentation for details 49
Avaya Communicator for Web IP Office Partner Ordering and Licensing Partner Authorization All existing IP Office authorized resellers are eligible to sell the Avaya Communicator for Web for IP Office offering June 8, 2015: Ordered via piece part merchandise orders, pricing in: Price List Administration Tool (PLAT) files Global Pricing Catalogue (GPPC) Avaya Solution Designer (ASD) catalogue August 31, 2015: Quoting via: Avaya Solution Designer (ASD) Avaya One Source Configurator Avaya Quick Price Tool (QPT) Material Code Description APL Category 383441 AVAYA COMMUNICATOR FOR WEB IP OFFICE 1 USER LICENSE: CU $100 9P 383454 AVAYA COMMUNICATOR FOR WEB IP OFFICE 1 USER REMOTE INSTALLATION (per user) $6 9P Update: IP Office 10 will bundle Avaya Communicator for Web in Power and Office Worker licenses 50
Avaya Communicator for Web IP Office Sales Enablement Tools Demo Avaya Communicator for Web included with Power Demo Kit for IP Office https://sales.avaya.com/en/general/anywhere-demo-kit demo.avaya enabled with Avaya Communicator for Web EBCs being enabled Avaya Sales & Partner Portal Page https://sales.avaya.com/en/general/avaya-communicator-for-web Sales & Partner Pitch Pack Fact Sheet Offer Definition FAQ Customer Presentation Sales and Tech Connect Training Recording Avaya.com http://www.avaya.com/usa/product/avaya-communicator/ 51
Avaya Cloud Application Link (Avaya Aura) Partner Ordering and Licensing 4 Follows Avaya s standard direct ordering procedure; Direct orders must go through ASD (Avaya Solution Designer) Desktop to SAP and indirect orders need to be done through ASD configurator OneSource - the orders will be forwarded and processed by Esna Option #1: Avaya Cloudlink Application Link with NO Transcription Material Code SAP Long Description 386847 ACAL R1 USR SUBS PP 388472 ACAL R1 USR /S Option #2: Avaya Cloudlink Application Link with Transcription Material Code SAP Long Description 386848 ACAL R1 NU VCE TO TXT USR SUBS PP 388473 ACAL R1 NU VCE TO TEXT USR /S 52
Avaya Cloud Application Link (Avaya Aura) Sales Enablement Tools 4 aura.esna.com 4 Avaya Sales & Partner Portal Page Sales/Partner Pitch Pack and Technical Overview Fact Sheet Datasheet Offer Definition Customer Presentation Technical Documentation FAQ (Frequently Asked Questions) Sales and Technical Videos 4 Technical Documentation Avaya Cloud Application Link Installation Guide Avaya Aura Communicator for Web - User Guide Esna ilink for Avaya Scopia Desktop - User Guide 53
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