DRIVING BUSINESS OUTCOMES WITH AVAYA BREEZE SNAP-INS. Valerie Heath

DRIVING BUSINESS OUTCOMES WITH AVAYA BREEZE SNAP-INS Valerie Heath

EVOLUTION OF COMMUNICATION SYSTEMS Past Recent Now & Future Data Grids Application Connection Mgmt Access Application Connection Mgmt Access H.323/Unistim App App Connection Mgmt Access SIP SIP Legacy TDM IP Telephony Enterprise IMS 2016 Avaya Inc. All right reserved 3

IT DEPARTMENTS HAVE NEW EXPECTATIONS FROM INTERNAL CUSTOMERS COO CIO+ CMO CEO CIOs are now also Chief Innovation Officers, Heads of HR, Chief Supply Chain Officers, and Heads of Shared Services to name just a few. Peter High, Forbes http://en.wikipedia.org/wiki/cio-plus http://www.forbes.com/sites/peterhigh/2012/11/14/the-emergence-of-the-cio-plus/ 2016 Avaya Inc. All right reserved 4

CIO S INNOVATION PRIORITIES Improving Customer Service (+10 points) Introducing IT Led Products for Customers Cost Cutting (+ 9 points) 27% 33% 48% CIOs top concern is not being able to execute fast enough. 2016 Avaya Inc. All right reserved 5. http://reports.informationweek.com/abstract/83/12315/it-business-strategy/research:-2014-strategic-cio-priorities.html

AVAYA AURA ARCHITECTURE System Manager AAM AAM Breeze CM EP EP CM CM CM Avaya Aura Media Servers SIP SM SM SM SM SM SM SIP SBC SIP Trunks PSTN SIP SIP CM/CS1K + AACC Contact Center CM Elite 3 rd Party Equipment SIP Hard and Soft Endpoints Third Party SIP Endpoints 2016 Avaya Inc. All right reserved 7

PILLARS OF AVAYA BREEZE Web Connection Big Data Access Real Time Communications Tight Integration w Existing Equipment Active-Active Scalability Agile Clean, Build, Deploy, Test Web Endpoints Breez Breez e Breeze e e PSTN Snap- in IIn In o o o 2016 Avaya Inc. All right reserved 8

WHAT DRIVES BREEZE BUSINESS VALUE? AVAYA BREEZE SNAP-INS Voice / IVR Web / Web RTC Mobile / SMS Social / Text Enabling Unique Business Applications Leverage Breeze Snap-ins To Build Applications Engagement Assistant WebRTC Call Park and Page Real-Time Speech Co-Browse Context Store Mobile Video Work Assignment Avaya Breeze Presence Engagement Designer Future Capabilities Video Avaya Communication Applications Email Team Engagement patient Engagement Networking Mobile Cloud 2016 Avaya Inc. All right reserved Scalability Security Virtualization Reliability Serviceability Management 9

AVAYA BREEZE SNAP-INS What is a Snap-in? Modular and re-usable code or capability that connects, enables, or facilitates a desired application outcome Value: Quickly and cost effectively integrate new capabilities into business processes and functions Efficiently reuse core capabilities across multiple business applications and functions Flexibly select and use the ones you want Snap-in Powered by Avaya Breeze Engagement Designer Engagement Assistant WebRTC Context Store Work Assignment Real-Time Speech 2016 Avaya Inc. All right reserved 10 10

AVAYA SNAP-IN DEPLOYMENT IT Manager deploys Snap-in IT Manager chooses Snap-in and # licenses and downloads INTERNET White List Web RTC Scopia Maker Call Blocker Snapp Store System Manager Breeze Breeze Breeze Call Blocker SM SM SM SM SM SM Users 2016 Avaya Inc. All right reserved 11

SNAP-IN DEPLOYMENT IT Snap-in IT Engineer writes a Snap-in IT Engineer loads the compiled Snap-in System Manager Breeze Call Blocker Breeze Call Blocker Breeze Call Blocker IT Snap-in SM SM SM IT Manager deploys Snap-in Administrator assigns Snapin to users SM SM SM Users 2016 Avaya Inc. All right reserved 12

What Are The Business Uses for some Cool SNAP-INS? 13

CALL REDIRECTION MANAGER AT A MAJOR FINANCIAL INSTITUTION White List Client List Number Mary Lee 408 555-1212 Screen Yes -> Cellphone/Home Bob Smith 415 555-1212 No Assistant/CC Karen See 650 555-1212 No Assistant/CC High Value Client Call Breeze Account Executive Client Client Execs Focus on Critical Clients Specific Client Calling Access Set by Each AE Contact Center Role is Personal Assistant Assistant 2016 Avaya Inc. All right reserved 15 15

Avaya s White-listing application allows us to streamline the way our customers communicate with us. The application allows us to best match which of our clients calling our branches are directed to the best possible resource while allowing our branch employees to focus on the most important clients. Over 20 million calls annually will pass through this application. This allows for an efficient and effective use of resources while providing the highest level of service quality to our clients Global Voice and Contact Center Architect A Major Financial Institution 16

#2 BREEZE SNAP-IN: CALLER ID MASKING FOR MAJOR MANUFACTURER ACME Employee Directory Breeze Selects Employee CLID or Generic CLID Displayed ACME Employee Steve Fuji Hi-Tech Support Dial ACME Employee Susan Expert Dial ACME Customer Bob Smith Breeze Display Steve Fuji (408) 562-9878 Display ACME Support (800) ACME Susan Expert ACME Level II Tech Display Steve Fuji Bob Smith ACME Customer Display ACME Support Not Steve s Private Caller ID 2016 Avaya Inc. All right reserved 17

#3 BREEZE SNAP-IN: NURSE CALL INTEGRATION FOR A HOSPITAL 2: Nurse Duty Roster Data Retrieved 3: Available Nurses/Docs Contacted 1: Patient Presses Nurse Call Button Breeze 4: Some Are Busy 5: Best/Fastest Answered Nurse Connected to Patient! 2016 Avaya Inc. All right reserved 18

NURSE CALL INTEGRATION DETAILS Device Integration Android Device Communicates with Breeze Snap-in Collaboratory Early Beta Runs Scopia Client Video Capable Connects with Video Integrated Bedside Terminal Business Value: Better Patient Service Much Quieter Hospital = Patient Satisfaction! Increased Revenue 2016 Avaya Inc. All right reserved 19 19

A LARGE MANUFACTURER S BUSINESS PROBLEM A Large, Distributed Multi-National Company with > 160,000 Employees Deep Need to Collaborate Lots of Meetings Travel is Expensive and Not Allowed for Internal Meetings in Many Cases Must Meet Hand s-free Laws in Cars Workforce is Mobile BYOD is Supported and Widely Used Concerns with Texting and Driving IT Needs a Solution That Integrates with Existing Equipment Quickly 2016 Avaya Inc. All right reserved 20 20

#4 BREEZE SNAP-IN: ENGAGEMENT ASSISTANT Cloud Based Solution Added in Less than 2 Weeks! Debugged in a Single Day! Minimal Resources Required No Dedicated IT Staff No Training Required Total Hands-Free Conferencing No More Conferencing Numbers No More Security Codes to Type in 2016 Avaya Inc. All right reserved 21 21

This is really cool a great timesaver! I had two meetings at the same time and the personal assistant let me choose the one I wanted, and I didn t have to enter the conference number. Feedback from Company with 20 IT staff 22

#5 BREEZE SNAP-IN: SMART CALLER ID Destination Based Outbound Caller ID Spoofer 1. Agent Dials Texas Customer 2. SM Sends Call to Breeze 3. Breeze Snap-in Reads Caller ID Database 4. Call Delivered Showing TX Caller ID 5. Same Agent Dials Florida Customer and Gets FL Caller ID PSTN / SIP Caller ID Breeze Smart CID SM SM TX FL Customer in TX Customer in FL 2016 Avaya Inc. All right reserved 23 CM Agent

3 4 INCREASED BUSINESS WITH CONTEXT Customer Calls and Agent Sees Customer s Cart Agent Discusses and Sends SMS/Email with Link Breeze 5 6 Both Co-Browse to Get The Right Price and Shipping The Transaction is Completed!! 2016 Avaya Inc. All right reserved 25

#7 BREEZE SNAP-IN: AVAYA REAL-TIME SPEECH SNAP-IN Integrate Real-Time Speech Search WITH Enterprise and Contact Center Apps Now real-time visibility for faster decision making Faster, easier real time speech development Simple, flexible, and powerful query structure Utilize RESTful web APIs Solving For The Right Outcome In The Moment 2016 Avaya Inc. All right reserved 26

FINANCE COMPLIANCE USE CASES Agent Places Outgoing Call Customer Answers Reminder Tone Played Agent Correction Jane Calls Sam, a Home Finance Customer, About a Loan Application Sam Answers, Jane Starts Application Discussion Beep Beep Jane Forgets to State License # And Hears a Reminder Tone Jane Inserts License # and Reminder Tone Stops 2016 Avaya Inc. All right reserved 27

REAL TIME SPEECH AT A MAJOR BANK Incident being worked by Incident Manager Real Time Speech Assist Enabled Key Words spoke by manger are sent to knowledge base Best Matches Populated in Browser Window of Manager Manager clicks thru returned info to work the incident. Faster resolution, better use of knowledge base less down time 2016 Avaya Inc. All right reserved 28 28

#8 BREEZE SNAP-IN: UNIVERSITY BREEZE ELEVATOR SOLUTION } } public final void callintercepted(final Call call) // invoked when call comes in { Participant callingparty = call.getcallingparty(); Participant callbreezearty = call.getcallbreezearty(); logger.fine("call from " + callingparty + " to " + callbreezearty); // 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); Breeze 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 // let the call go through to its final destination Development time: ~30 hours ALERT!! 1245 Campus Way, Chemistry Building Elevator B123 1234 Campus Way - B123 Security Office 2016 Avaya Inc. All right reserved 30

Major cost savings. No 3 rd party service required! Better customer service. Person who activated the emergency button is able to talk to somebody on campus, knows campus and can get immediate feedback from the operators/dispatchers. This service allows us to consolidate and save money and use the existing Avaya services we already were using.. Saving $400K yearly!! Telecom Director University in United States 31

MAKING IT EASY AVAYA ENGAGEMENT DESIGNER Empower Enterprise Resources to Easily Produce Customer Journey Maps Utilizing a Single, Graphical, Intuitive Canvas Utilize extensive, expandable palette to tailor and customize workflows Long terms storage (days, weeks, months) of workflows Greater enterprise control over workflows and journey maps 2016 Avaya Inc. All right reserved 32