1 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Technology Enabling...

1© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential.

Technology Enabling the Avaya VisionTechnology Enabling the Avaya Vision

Nikolas StefanouTechnical Sales, Greece, South Balkans, Cyprus, Albania & Malta

29 October, 2007


Business Imperatives

Intelligent Communications

Intelligent Communications Solutions



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

Customer Imperatives Drive our Technology Roadmap

WorkerImperatives


ITImperatives


Dynamic & ubiquitous access to key resources & expertise 24 x 7 Consistent experience across locations and modes

Easy to use; easy collaborationMulti vendor/standards based systems and support

Holistic, intuitive approach to management, reporting and presence

Always on:Secure, reliable, scalable and manageable

Improved Customer Service, Worker Productivity and Business Efficiency

WorkersCustomers Locations



Impact on Business




Intelligent Communications Key Attributes

Embedding communications solutions into customers’ processes to profoundly transform their business

Intelligently connects workers, customers and processes

Delivers a consistent intuitive user experience across devices

Seamlessly and openly integrates communications with business applications

Provides a reliable, ubiquitous, secure, open-standards based communication foundation across a variety of networks

6© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.


BestEffort

IP QoS

Modular SystemsIntegrated Service Oriented Architecture

Traditional• Separate voice,

video & data networks

• Mode specific devices

• VoIP Gateways

IntelligentCommunications• Rich multimodal

user experience• Dynamic

applications• Comm-Enabled

BusinessProcesses

• Built onConvergedNetworks

Converged• Integrated voice,

video & data applications

• Enterprise wide application optimization

• Deploy and leverage IP infrastructure

Evolution to Intelligent Communications

HighlyResilient

IP Networks


Embedded into Business ProcessesIntelligent Communications Solutions




ImprovedCustomer Service

Contact Centers

WorkerProductivity

Unified Communications

Reliable Multi-modal

Communication

IP Telephony


IP Telephony provides the rich foundation for Communication Applications

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

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

Communications Enabled Business Processes via APIs, web services and orchestration

BusinessEfficiency

Communications Enabled Business

Processes


Intelligent Communication SolutionsCustomer Value & Key Attributes

SIP, IP, Digital & Analog

Cross Network

Management

Scale

Security

Simplification

WorkerProductivity

Reliable Multi-modalCommunication



BusinessEfficiency

Avaya Support, Consulting, & Systems Integration


IP Telephony ContactCenters


Processes


SIP is a Key Enabler of Intelligent Communications

Multi-Vendor Interoperability

Presence and Events

Easier Call-Context Integration (CCI)

Native Support for Multimedia


Converged Communications

WiFi/WiMAX

PSTNData

Network

Enterprise

Application Services

Service Execution Framework

Access Control

IMSIP Multimedia

Subsystem

Service Provider

Interworking over SIP

PSTN MobileNetwork

DataNetwork

IP 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:



Unified Access

Mobility

Telephony

Messaging

Conferencing

Video

Presence

Multi Vendor

Intelligent Communications SolutionsCustomer Value & Key Attributes

WorkerProductivity

WorkerProductivity



BusinessEfficiency





Processes


Increased Productivity for the Information WorkerDeployed in Multiple Ways

ProductivityApps Driven

IP Telephony

Audio Conferencing

Voice Messaging

Video Conferencing

Web Conferencing

Instant Messaging

Presence

Email

Document Management

Calendar

Web Conferencing

EmergingWeb Tools

Presence

Allows for flexibility & extensibility

Easy Access to Enterprise Applications

Consistent implementation of Business Rules & Policies

Enables presence to be federated & shared

No one vendor will provide it all – multi-vendor by design

Importance ofIndustry Standards

Communications Driven


Increased Productivity for Workers Wherever They Are

Consistent user experienceVariety of environments, networks & devicesCentralized Intelligence/ControlInteroperability via StandardsAccessible to employees and customers with disabilities

On the Road

Airport

At Desk or On Campus

In collaboration with “best of class” mobility partners

Remote or At Home

Home


Routing

Reporting & Analytics

Self Service

Proactive Contact

Multi-channel

Quality Assurance


WorkerProductivity

WorkerProductivity





BusinessEfficiencyBusinessEfficiency





Processes


Avaya Customer Interaction SuiteRight People, Right Time, Right Information, Superior Result

Partners

Work at Home Agent

Branch

Supplier

International Contact Center

Resident Expert

Mobile Worker

Contact CenterContact

Center SW

Multi Channel Service

Personalized Service Mgmt

ProactiveContact

SpeechSelf Service

Resident Expert

Quality Assurance

Customer ExperienceAnalytics

Operational Reporting &

Mgmt

Customers


Process Integration

Service Orchestration

Event Processing

Notification &

Response


WorkerProductivity

WorkerProductivity





BusinessEfficiencyBusinessEfficiency





Processes


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


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


Avaya Communications Process Manager

Event

Processor

Communications Enabled Business Processes

Customer Business Processes

Co

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Inte

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On

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Su

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Ser

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Mai

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Innovative SOA designwith 22 patent applications

Web Services Adaptors Events

Avaya Communications Resources

TTS/IVR Conf. Messaging Telephony

Mobility Presence

A software solutionthat enables Avaya

communications applicationsto be integrated into customer business processes through customizable Web Services

AvayaCommunication Enabled

Business Process Solution

SIPSIP


Communications Enabled Business ProcessesKey Component of Avaya Intelligent Communications

IP Telephony

Contact Centers


CommunicationsEnabled Business

ProcessesIN

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A holistic combination of technology, consulting, and services that integrates

Avaya Intelligent Communication within your business process


Thank You

This is Avaya …. How can we help you?

ImprovedCustomer

Service

ContactCenters

WorkerProductivity

Unified Communication

Reliable Multi-modal

Communication

IP Telephony

BusinessEfficiency


Processes

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