Avaya: How to Give Your Business Apps Better People Skills From Oct 2013 Webinar

transcript

How to Give Your Business Apps Better People Skills

The Essential Executive Webinar SeriesOctober 16, 2013

Dr. Hari Gunasingham Gary E. Barnett Rich Tehrani Zeus Kerravala

Use the Q&A window in the

console

Send ane-mail to

CE@avaya.com

Ask Your

Today’s Challenges

Business Unit Executives

Deliver differentiated advantage

Intersecting social business, mobile technology and customer engagement

Generate new revenue and drive profitability

CIO IT

Collaboration enable applications

Build/ new competitive apps: faster and reusable

Use modern application development skills

User ExperienceBYOD

Collaboration, Mobility and Agility

SOFTWARE IS FLUID

Businesses Are Going Crazy for Apps

App development project revenue will reach $100 billion in 2015Source: research2guidance.com

$100.1BN

$10.2BN

2010 2015

CAGR = 158%

Enterprises Also Want Collaboration

Source: Ventana Research, Business Technology Innovation Benchmark Research

Top Ranked Technology Innovation

Priorities

…Commercial Apps Rules-based call redirection/ID change and dynamic team

formation capabilities using Avaya Scopia ®

Medical solutions provider wants to develop a ‘code-red’ application for dynamic team formation during network outage

…Custom Apps Global Bank wants a whitelist across 850 branches

for their staff to reduce logjam in Call Center Large outsourced Contact Center wants

each agent’s call display to show a particular business, and charge that business on aper call/minute basis

Creating Snap-in Services for Other Apps to Consume Avaya Partner wants to sell rules-based call block based on time

of day, area code, and DoNotCall lists University builds a re-usable gateway text messaging service to

support other institutional apps

Collaboration Needs Include…

Today’s User

Presence

Messaging

Collaboration

Conferencing

Telephony

‘Communications Enablement’ Becomes Reality

Products Platforms

UC Applications Enablement

Video Conferencing

Communications Enabled Business Processes

Audio Voice Data

Identity & Security

Web Services

LOB Application

APIsDevices Workflow

Processes

Collaboration Development Needs to Evolve

Mobile SDKsVoice SDKs

WebWeb

Service

Application

APIs Contact Center SDKs

An Open, Extensible Approach is Needed

Key Requirements: Built on open, standard interfaces Abstracts complex communications Integrated security Support for multi channel communications Video Highly scalable Cloud ready

Infrastructure

Collaboration Tools

Developer Interface

Collaboration Enabled Applications

Avaya Aura® Collaboration Environment

Transforming the Way We Work

An application development platform that: Integrates communication / collaboration into any app or sequence

of apps Makes vertical apps quick and easy to develop and deploy Provides an enterprise grade foundation Allows developers to focus on business challenges vs. deep

telephony / protocol knowledge Speeds the pace of business regardless of location

Embed collaboration and communication into any application or sequence of applications

Rapidly execute and deploy diverse collaboration applications and services

Automatically deploy with scalability, highly availability, security and virtualization Snap-in approach enables applications to be written once and be extensible across many applications

Expose a broad array of standard interfaces for developers to use

Invoke services using a common set of methods for voice, media, data, email/SMS and video

SDK for a complete range of modalities

and applications Developers do not require detailed

knowledge of telephony or protocols Speed time to deployment using

sample applications

Key Capabilities

Tailor collaboration for any role,

task or vertical

Turn discrete applications and

services into compelling

collaboration solutions

Provide an effective developer experience

Avaya Aura® Collaboration Environment Today

Future: Avaya’s own products running on the platform!Rapid creation of applications and services across UC

and Customer Experience Management

3rd PartyISV

Developed

CorporateEnterpris

eDeveloped

Context Store

CustomerJourney

Correlation

SpeechAnalyticsWorkflow

Employee

CustomerService

Mobile

Social

Customer

ScalabilityManagement Serviceability

Collaboration Environment

Security Virtualization Reliability

Communication Manager Session ManagerSystem ManagerMedia Server

Avaya UC & CEM Products

Why Avaya Aura® Collaboration Environment? Enables a new class of collaboration apps tailored for

any role, task or vertical, turning discrete apps and services into full solutions

Provides a single developer experience: no specific communications skills needed

Brings rich enterprise-grade communication capabilities into social, mobile, cloud and business applications across UC/CC

Applications deployed are automatically scalable, highly available, secure

Apps are cloud-ready – Collaboration Environmentis completely virtualized

WebRTC SDK– (Future) Enables creation of any enterprise-grade UC and CC WebRTC client with multichannel features and no installation

Optional Eclipse-based development environment

ISV Developers

Enterprise Corporate Developers

Systems Integrators

Avaya clients & PSTN access

Avaya Aura® Platform stack

Avaya Scopia® video infrastructure

Email & SMS service support

Security Reliability

AVAYA CUSTOMER EXPERIENCE

MANAGEMENTAPPLICATIONS

AVAYA UNIFIED COMMUNICATIONAPPLICATIONS

USER DEVELOPED

COLLABORATION APIs

SCALABILITY SECURITYVIRTUALIZATI

ONRELIABILITY

MANAGEMENT SERVICEABILIT

Collaboration Environment

Avaya Aura CollaboratoryTM

The Benefits

Jumpstart without up-front infrastructure upgrades Secure access a dedicated sandbox with optional

development environment DevConnect Technical Support for environment

& CE API coverage Offered on subscription basis via DevConnect

Program Pre-configured, ready for immediate use

Avaya Aura CollaboratoryTM

Summarizing Today’s Key Points

1. What Are Today’s Pressing Business Challenges?

2. How Can Communications-Enabled Apps Solve Them?

3. What Kind of Platform Is Needed?

4. What is Avaya Aura® Collaboration Environment And Where Is It Headed?

Survey

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Email your Questions to:CE@avaya.com

www.avaya.com