Post on 09-Jul-2020
transcript
We live in a smart digital world that has transformed almost every aspect of our modern lives. An explosion of smart technology has changed how people expect to interact.
We all buy and sell billions of dollars worth of things every day in an always-on economy. Commerce and financial markets are globally connected. We expect digital government and a connected community. We are a digitally-savvy mobile workforce.
Now consumers and citizens are in the driver’s seat, even
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more so with millions of millennials rapidly joining the workforce. This generation brings different expectations. Millennials are completely mobile, highly social, and always connected — and they expect the same of friends, family, companies, and environments.
These lofty expectations are contagious, and it’s not just millennials taking them for granted — it’s a world of people with smart devices and smart apps. Now, more people say they prefer to experience your
company via an app than a human voice. Consumers expect apps that can remember them, respect their privacy, and link them directly back to their physical experience.
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For businesses, meeting these expectations is a challenge, but organizations are responding and transforming. Gartner tells us that about a third of businesses who tried the transformation already consider themselves to be digital businesses.4
The Smart Digital World
Beyond devices and things, a whole smart revolution is
An Age of Smart Devices
The age of smart devices is based on a surge of connected things. About a third of Americans already own multiple smart things like thermostats, refrigerators, and watches.1 There are now more devices than people on this planet. That’s 21 billion by 2020.2 The world’s data used to double every century. Now it doubles every two years.3
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employees, better customer service, more engaged citizens, healthier patients, happier customers, and higher profits.
As the leading communications company in the digital age, Avaya is here to help.
happening. Smarter businesses can instantly connect employees to each other and their customers. Smarter healthcare can network millions of medical devices more easily and more securely. Smarter cities can provide access to services for all citizens and a better experience for visitors. Smarter campuses for schools can help our kids learn more in a safer environment.
Most companies now need to compete almost entirely on the basis of customer experience. It’s no longer good enough just to analyze and understand consumers; we need to predict and respond to their demands across their digital lifecycle in order to effectively sell, service, and market to them.
Ultimately, it is quite simple. Organizations that recognize the smart digital opportunity and find ways to connect to their customers throughout the digital journey will have more effective
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In the digital age, communication is the connective tissue necessary for digital health, whether within the company, between a company and its customers, or between a government and its citizens — person-to-person or via a device or an app.
Avaya envisions a smart digital world where communications are always secure and in-context, powered by Avaya Everywhere. We see a world where, from the point that you think of going on vacation to the time you return home, your smart app is your
travel companion, your concierge, and your call into room-service.
Communication is how we stay engaged. Just how important is being engaged? A fully engaged customer can add up to 23% higher share of wallet. A ‘disengaged customer’ can cost about 13% more. On the employee front, a fully engaged employee can provide 22% higher productivity and a disengaged one can cost about $2500 per year.6
To help our customers cultivate engaged employees and
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customers, our technology strategy is based on these attributes: embedded, multi-platform, open, and mobile. We automate processes, increase speed, and reduce risk.
We embed communications into the browser on the desktop and in the smart app, so people can communicate directly from where they spend their time in the digital world. We take manual communications processes and automate them in order to scale and improve the experience of communications at the lowest level of cost.
By sticking to these principles, we allow our customers to take full advantage of the digital opportunity. We add to their top line by bringing speed, agility,
resilience, and innovation at scale into the business. We can provide a better return on investment on communications technology. For the bottom line, we help reduce complexity, drive out cost and risk, and improve the total cost of ownership.
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Customers Driven By Avaya Business Communications
A MAJOR UNIVERSITY
discovered the simple power of
Avaya automation. An app that was
developed using Avaya Breeze in a
single day showed savings of over a
quarter of a million dollars — so the
university imagined all the other
places where Breeze might work.
Now they have more than a dozen
apps, including one that identifies
student license plates and IDs for
parking and automatically
bills students.
DUBAI’S ROADS AND TRANSPORT AUTHORITY (RTA) is working with
Avaya to upgrade its contact center operations as part of its strategic goal
to ensure customer satisfaction. RTA has deployed Avaya
customer engagement and contact center solutions
as one of the key elements in its transformation
to a ‘Smart Service’ organization. Customer
satisfaction is an objective that is being
driven by the highest levels of government
in Dubai; it serves to cement Dubai’s
leading position in the United Nations’
global Happiness Index.
A MAJOR CANADIAN RETAILER
had a mixed IT infrastructure that
they decided to move wholly to
cloud. Their people liked to always
‘live in the environment in which
they worked,’ so they turned to
Avaya to keep the communications
experience for users embedded in a
browser. When hovering over an
email and seeing a contact card or
an online presence, employees can
now get a phone number and
instantly click-to-call.
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• Burj Khalifa, Dubai, UAE
DR. SULAIMAN AL-HABIB
MEDICAL GROUP (HMG) is
one of the largest private
healthcare providers in the
Middle East, creating a
hospital of the future. Its
flagship hospital is a
paperless facility with digital
administration and patient
management. At the core of
the new hospital’s operations
is a cloud-based hospital
information system built on top
of Avaya solutions, including
smartphone apps for patients
and physicians.
BURJ KHALIFA, the world’s tallest tower,
is now the world’s tallest networking fabric.
Avaya’s network virtualization technology connects
this highly complex environment across more than two million square feet of
residential and office space, ensuring that modifications to the network
don’t impact performance. Burj Khalifa’s guests, tenants, and IT teams can
now enjoy the best quality network experience, with no downtime.
Differentiating itself from larger competitors is a big part of LANDMARK
BANK’S strategy. The bank’s approach is summed up in its philosophy for
customer experience: “‘big-bank’ services with a ‘small-
bank’ feel.” Landmark turned to Avaya solutions
for contact center, networking, unified
communications, and
videoconferencing.
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Avaya provides the most complete portfolio of software,
services, and networking infrastructure for digital
business communications. We are the only
true specialist in digital business
communications in the industry. We
work with thousands of partners to
give customers access to our
solutions through a
knowledgeable local provider
or specialized expertise. We
provide the flexibility of a
100% software-defined
architecture and fabric. All
companies are on a cloud
journey, so we also provide
them with public, private,
and hybrid cloud options.
Fabric NetworkingAvaya fabric networking seamlessly
integrates with our communications
platforms. Leveraging the benefits
of fabric-based, software-defined
networking, we enable our
customers to roll out new services
in one tenth of the time and with
minimal resources. Avaya
networking provides mobility,
speed, and scale, as well as
enhanced cyber-security as a
foundation for smart
digital solutions.
Team Engagement We provide open, mobile, and
scalable business communications
and collaboration solutions that are
fast to deploy and easy to maintain,
including our flagship Avaya Aura®
and IP Office solutions. Avaya offers
everything from simple voice and
video communications on virtually
any device, to customized
collaboration and workflows
via Avaya Breeze.
Customer Engagement We are the global marketshare
leader in contact center with 15
years of leadership according to
Gartner. We enable our customers
to deliver consistent customer
experiences based on the Avaya
Aura™ and IP Office platform. We
help our customers to achieve best-
in-class Net Promoter Scores and
save millions in operational costs.
With our Avaya Breeze snap-in
development platform and Snapp
Store marketplace, we are
redefining the concept of customer
service platforms for the future.
Avaya ServicesWe offer a comprehensive and
robust suite of award-winning
services. We consult, enable,
support, manage, optimize, and
even outsource collaboration,
contact center, and networking
solutions for our customers. Our
services help customers mitigate
risk, reduce total cost of ownership,
optimize performance, and
accelerate adoption of
communications solutions.
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Avay
a s
olu
tions
enable sm
arter healthcare
Customers Using Avaya’s Portfolio
A U.S. DIGITAL SOLUTIONS
PROVIDER with customers ranging
from Hollywood to NASA acquired
a company in Georgia. Expenses
rapidly escalated as executives and
technicians traveled between the
offices. Utilizing Avaya online
collaboration tools, staff can now
see, hear, and share with almost
anyone in almost any location
simultaneously, creating much
less need to travel, and resulting
in an immediate drop in travel-
related expenses.
At PROMEDICA, growth in
urgent-care centers is just one of
the demands on the company’s
network. A new electronic
health records
implementation, and new
applications for patient
monitoring and a public
address system, all rely
on the Avaya network.
Many of these needs
also require robust IP
multicast capabilities —
something of a new
frontier for the
healthcare industry.
AL NOOR HOSPITALS GROUP, the
largest private healthcare company
in Abu Dhabi, has transformed
its operations by deploying
Avaya networking, unified
communications, contact center,
and telephony solutions. The
company employs more than 4,000
staff and treats 5,400 patients daily.
By working with a single vendor for
data and telephony solutions, Al
Noor is better able to integrate
systems and services as part of its
digital transformation journey.
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CHEETAH MOBILE, the
number one mobile
application developer
worldwide and the
number two Internet
and mobile security
company in China, has
enhanced overall
efficiency with Avaya
video conferencing.
Cheetah’s mission is to
make the Internet and the
whole mobile experience
faster, simpler, and safer for
users around the globe.
Lack of investment in SKODA AUTO
limited its ability to innovate and adapt.
Skoda’s network infrastructure was also
out-of-date; outages were frequent, and IT
staff were spending most of their time on
management and provisioning. Now, Avaya
provides Skoda with a network that meets
the demands of modern commerce, thus
helping Skoda become a more
consumer-focused organization.
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Avaya is used by:
• 95% of all Fortune 500 companies
• 2,750+ hotel sites
• 450K+ contact center agent positions
• 8 of the top 10 insurance companies
• 9 of the top 10 largest banks
• The world’s top 10 airlines
• 4,000+ healthcare institutions
• 5,000+ educational institutions
• Government agencies in 42 countries
Avaya solutions, including team engagement, customer engagement, fabric networking, and services, are used by major governments, enterprises, and over half a million small and midsize companies around the world.
Avaya has more than 9,300 partners globally providing world class solutions.
Avaya is number one in:
• Worldwide Contact Center
• Worldwide Unified Messaging
• SME Telephony
• Worldwide Voice Maintenance / Voice Support Services
Copyright Avaya 2016
1 https://www.truste.com/about-truste/press-room/35-of-americans-now-own-at-least-one-smart-device-other-than-a-phone/ | 2 http://www.gartner.com/newsroom/id/3165317 | 3 IDC Digital Universe Study, sponsored by EMC, June 2011 | 4 http://www.gartner.com/technology/research/digital-business/ | 5 http://www.mckinsey.com/business-functions/business-technology/our-insights/the-internet-of-things-the-value-of-digitizing-the-physical-world | 6 http://www.gallup.com/businessjournal/172637/why-customer-engagement-matters.aspx | 7 http://www.gallup.com/businessjournal/172637/why-customer-engagement-matters.aspx