© 2007 Avaya Inc. All rights reserved.

Intelligent Communications&

Sky Italia case history

VON Europe Autumn 2007

Intelligent Communications&

Sky Italia case history

VON Europe Autumn 2007

Patrizio Di Carlo

Sales Director

27 Sept 2007

2© 2007 Avaya Inc. All rights reserved.

Business Imperatives

Intelligent Communications

Intelligent Communications Solutions

Business Imperatives

3© 2007 Avaya Inc. All rights reserved.

Business ImperativesDrive Your Technology Roadmap

Revenue growth: superior customer service

Cost reduction: worker & business efficiency

Manage risk

Mobility with ubiquitous access

Ease of collaboration

Rapid, flexible deployment

Clear ROI & investment protection

WorkerImperatives

Business Imperatives

ITImperatives

4© 2007 Avaya Inc. All rights reserved.

Business Imperatives

Intelligent Communications

Intelligent Communications Solutions

Intelligent Communications

5© 2007 Avaya Inc. All rights reserved.

Intelligent Communications

Unified Communications

IP Telephony

ContactCenters

Communications Enabled Business

Processes

Optimize your businessembedding communications intothe fabric of business processes

Optimizeyour peoplewherever they are, across devicesand interfaces Optimize the

communicationsof all people (customers, employees, suppliers) regardless of location

Optimizeyour customer relationshipsglobally across allpoints of contact

A strategic, business-focused, approach to communicationdelivering competitive advantage today

A strategic, business-focused, approach to communicationdelivering competitive advantage today

6© 2007 Avaya Inc. All rights reserved.

Accelerate the speed of business by integrating communications to minimize latency

Increase employee productivity through seamless unified communications

Satisfy customer interactions based on actionable analytics and insights

Secure and efficient converged communications endpoints and infrastructure

Intelligent Communications Key Attributes

6

7© 2007 Avaya Inc. All rights reserved.

Business Imperatives

Intelligent Communications

Intelligent Communications SolutionsIntelligent Communications Solutions

8© 2007 Avaya Inc. All rights reserved.

Avaya Intelligent Communications Solutions

ImprovedCustomer Service

ContactCenters

WorkerProductivity

UnifiedCommunications

ReliableMulti-modal

Communication

IP Telephony

BusinessEfficiency

Communications Enabled Business

Processes

End to End Service

IP Telephony provides the rich foundation for Communication Applications

Unified Communications: Unified experience, intelligence & best in class functionality

Contact Centers: not just Customer Service, but an enterprise ready to serve

Communications Enabled Business Processes via web services & orchestration

Services ensure optimal design, smooth installation and maximum reliability & uptime

9© 2007 Avaya Inc. All rights reserved.

Intelligent Communication SolutionsCustomer Value & Key Attributes

SIP, IP, Digital& Analog

Cross Network

Management

Scale

Security

Simplification

ImprovedCustomer Service

ContactCenters

Reliable Multi-modalCommunication

Reliable Multi-modalCommunication

IP Telephony

BusinessEfficiency

Communications Enabled Business

Processes

WorkerProductivity

UnifiedCommunications

Avaya Support, Consulting, & Systems IntegrationAvaya Support, Consulting, & Systems Integration

10© 2007 Avaya Inc. All rights reserved.

WiFi/WiMAX PSTNData

Network

IP Telephony Across the Enterprise

Enterprise

Interworkingover SIP

PSTN MobileNetwork

DataNetworkIP Telephony

Server

SmallOffice

SmallBranch

Mid-SizeCampus

SIP, H.248, H.323, QSIG Networking

Presence: Enterprise-Wide & Federated

Scale up to Large, down to Small

Multiple Domains: P2P and Centralized

Next Generation CTI: Call and Context

Required Attributes

Service Provider

11© 2007 Avaya Inc. All rights reserved.

Unified Access

Mobility

Telephony

Messaging

Conferencing

Video

Presence

Multi Vendor

Intelligent Communications SolutionsCustomer Value & Key Attributes

ImprovedCustomer Service

ContactCenters

Reliable Multi-modalCommunication

IP Telephony

BusinessEfficiency

Communications Enabled Business

Processes

WorkerProductivity

WorkerProductivity

UnifiedCommunications

12© 2007 Avaya Inc. All rights reserved.

Information Worker Needs

RemoteDeskbound Nomadic Road Warrior

Dependent on level of mobility

Based on Information & Application Needs

Complex Applicationsor Information

Worker Desires

Basic Information One Number & One Mailbox

Corporate & Personal Directory Access

Intense Collaboration Caller ID & Call Logs

13© 2007 Avaya Inc. All rights reserved.

Unified Communications - Adding Intelligence to the End User Experience

Avaya one-X™ DesktopAvaya one-X™ DeskphoneAvaya one-X™ MobileAvaya one-X™ SpeechAvaya one-X™ Portal

Application Enablement ServicesSIP Enablement ServicesSpeech ServicesMobility ServicesOrchestration Services

TelephonyMessagingAudio ConferencingVideo ConferencingWeb ConferencingInstant Messaging

NEW

Unified User AdminJabber IntegrationClick-to-Dial SolutionsManaged Services for MessagingOn Demand Messaging

14© 2007 Avaya Inc. All rights reserved.

Routing

Reporting & Analytics

Self Service

Proactive Contact

Multi-channel

Quality Assurance

Intelligent Communications SolutionsCustomer Value & Key Attributes

ImprovedCustomer Service

ImprovedCustomer Service

ContactCenters

Reliable Multi-modalCommunication

IP Telephony

BusinessEfficiency

Communications Enabled Business

Processes

WorkerProductivity

UnifiedCommunications

15© 2007 Avaya Inc. All rights reserved.

Contact Center Business StrategyE

xec

uti

on

+ L

ev

erag

e

Relationship depth

real time high touchone-to-one experience

multi-channel:all information linked

improvedsegmentation / profile

economical service

Least Profitable Customers

“Growth Potential”Customers

Most ValuableCustomers

right resource, right context doing right work

right informationright channel

reduce customerfrustration

moment of truth

16© 2007 Avaya Inc. All rights reserved.

Customer Service for Sustained Competitive Advantage Enhanced Self-Service

Speech Enabled Routing & Information AccessVoice, Email, Fax Information DeliveryPersonalized Content

Personalized Service

Consistent Information Access

Voice, Email, Web integration

Consistent Brand Experience

Most Skilled Agent

Managed Follow-up

Improved Conversion Rates from Customer Segmentation

Differentiated Service

Seamless delivery of applications and servicesCentral Site, Branch, RemoteLeverage Global ResourcesBusiness Continuity

Virtual Infrastructure

Expertise on Demand

Engage Enterprise Experts

Leverage Local Knowledge

Presence, Interrupt-ability

Information Management

Capture, Reporting & AnalysisKnowledge-based DecisionsCustomer Experience View

Customers

17© 2007 Avaya Inc. All rights reserved.

Process Integration

Service Orchestration

Event Processing

Notificationand Response

Intelligent Communications SolutionsCustomer Value & Key Attributes

ImprovedCustomer Service

ContactCenters

Reliable Multi-modalCommunication

IP Telephony

BusinessEfficiencyBusinessEfficiency

Communications Enabled Business

Processes

WorkerProductivity

UnifiedCommunications

18© 2007 Avaya Inc. All rights reserved.

Communications Enabled Business ProcessesA Definition…

Provides business processesand applications with the ability to initiate and track real-time multi-channel communication

with process users and decision makers

Objective: Make processes more efficientObjective: Make processes more efficient

19© 2007 Avaya Inc. All rights reserved.

Communications Enablement

The business process stops - waiting for human response and action

Human latency is introduced

Process is vulnerableto human error

Business Processes - TODAY

Human interaction is embedded-in, and controlled by, the business process

Communications are invokedas required

Interactions are fully closed-loop

Communications Enabled Business Processes

© 2007 Avaya Inc. All rights reserved.

Case History

21© 2007 Avaya Inc. All rights reserved.

Sky Italia

Nata nel 2003

4,2 milioni di clienti

Crescita media 500.000 clienti/anno

14.000.000 telespettatori

Prima industria italiana dell’intrattenimento

34 mila ore di programmi televisivi autoprodotti

160 canali tematici, audio, pay-per-view, servizi interattivi

Programmazione ricevibile oltre che via satellite:

– IPTV con Fastweb e Telecom Italia

– TV Mobile tramite Vodafone, H3G e TIM

Fonte Sky Italia: http://www.skylife.it/html/azienda/skyitalia/_skyitalia.html

22© 2007 Avaya Inc. All rights reserved.

Perchè Sky

“..non vogliamo risparmiare soldi,

vogliamo fare soldi!” Mark William, Sky Italia COO

60% del fatturato passa attraverso

il Contact Center

23© 2007 Avaya Inc. All rights reserved.

Situazione di partenza

Contact Center

– Architettura “3 Livelli”

– Multsito con 4 ACD

– Network CTI

– Sistemi obsoleti

Fonia business

– 3000 utenti su 5 Pbx legacy

– Obsoleti

La Tecnologia

• Servizi non omogenei• Gestione complessa• Continuità del servizio

• Reporting end-to-end• Tempi rilascio nuovi

servizi• Continuità delle

operazioni• Gestione

Gli Impatti

24© 2007 Avaya Inc. All rights reserved.

Esigenze del Customer Care

Massimo livello di affidabilità, disponibilità del servizio e

sicurezza

Elevare il Time-to-Market per il rilascio di nuovi servizi

Incrementare l’efficienza operativa per innalzare le capacità

Virtualizzazione del servizio mantenendo il controllo

operativo

25© 2007 Avaya Inc. All rights reserved.

•Accesso•Load Balancing•Instradamento BU

•Consolidamento dei server applicativi•Reporting End-to-End•Alta Affidabilità – D/R •Controllo e gestione centralizzati

•Post Routing•Unico Pool Virtuale•Virtualizzazione con Outsources

La soluzione Avaya per il Contact Center

IDC 1

PSTNR.I.

LAN

Wan Backbone

Avaya CM

Server Applicativi

IDC 2

Siti Sky

Avaya CM

Server Applicativi

Outsourcer

LAN

LAN LAN

operatori operatori

26© 2007 Avaya Inc. All rights reserved.

SKY Italia Contact Center - Risultati

Peculiarità della soluzione Benefici

Utilizzo di una infrastruttura IP convergente Possibilità di distribuire gli operatori ovunque

Alta Affidabilità e Business Continuity grazie alle capacità D/R intrinseche alla soluzione

Consolidamento dei Server applicativi Semplificazione gestionale

Riduzione del TCO sia per HW che per SW

Completo controllo del Contact Center Reportistica ene-to-end online e storica

Virtual Contact Center Miglioramento nell’impiego dello staff di CC in virtù di migliori prestazioni nella gestione delle chiamate

Indipendenza dal Service Provider Possibilità di usufruire delle migliori condizioni sul mercato per la connettività e dil traffico

Architettura Enterprise Migliore Time to Market

Decisamente più economica sia per CapEx che per OpEx rispetto ad una soluzione SP Netowork based

27© 2007 Avaya Inc. All rights reserved.

Esigenze della fonia business

Nuovo Campus

Massimizzare gli investimenti fatti nella rete di trasporto geografica e locale

Servizi omogeneei per tutta l’utenza

Mobilità per gli utenti on-site/off-site

Collaboration

User experience

Alta Affidabilità

Ottimizzare i costi di Tlc verso l’operatore

28© 2007 Avaya Inc. All rights reserved.

La soluzione per l’IP Telephony

SKY LAN

IP Softphone

LAN

IP hardphone

Utente di Sede

Mutimediale

WAN

VPN Phone

IP Softphone Avaya

One-X Mobile

Utente Mobile

IDC 1IDC 2

Avaya CM

Messaggistica Unificata

LAN

Audio/Web

Conferencing MCU MCU

MGC

LAN

Video rooms

Avaya CM

Messaggistica Unificata

LAN

Audio/Web

Conferencing

LAN

Utente Remoto

Nuovo Campus

29© 2007 Avaya Inc. All rights reserved.

Sky Italia IPT – Benefici attesi

Peculiarità della soluzione Benefici

Utilizzo di una infrastruttura IP convergente Distribuire i servizi business a servizio dell’utente

Alta Affidabilità e Business Continuity grazie alle capacità D/R intrinseche alla soluzione

Mobilità Estesa:

Nel campus: Wi-Fi, Softphone, Webphone

Fuori dal Campus: Fisso-Mobile, softphone

Convergenza fisso mobile

Incremento nella Collaborazione

Migliore gestione dei costi

Audio/Video/web conferenza:

prenotata, on-demand, gestita, e-learningIncremento della Collaborazione

Controllo dei costi

Messaggistica unificata:

Casella vocale unica

Casella Fax

Gestione intregrata via Client di Posta

Migliore efficienza

Incremento della Collaborazione

Nuovi Canali di comunicazione

Instant messagging

presence

Incremento della Collaborazione

30© 2007 Avaya Inc. All rights reserved.

Funzionali

Operativi

Risultato complessivo ad oggi Incremento di valore

Impatto

Strategico

Valore per l’Azienda

Business Continuity, Security & Disaster Recovery

Ottimizzazione

Infrastrutturale

• Telecom Cost Savings• Cabling savings

Semplicità

Operations

• Centralization lowers operational costs• Consolidate equipment & licenses• Decrease maintenance/upgrade costs• Automate Move Add & Change

• Solutions for mobile & home workers• Application & desktop integration• Multi-media collaboration

MaggioreProduttività

• Increase business agility• Drive competitive advantage• Global, Virtual Customer Care

BeneficiStrategici

© 2007 Avaya Inc. All rights reserved.

Per maggiori informazioni Vi aspettiamo allo stand

Avaya Postazione N.3

Per maggiori informazioni Vi aspettiamo allo stand

Avaya Postazione N.3

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