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Andrea Iacomussi e Armando Capone - Key4bizManage Collaboration with Avaya Flare The Flare...

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  • La tecnologia e l’offerta Cloud di Avaya Andrea Iacomussi e Armando Capone

  • © 2011 Avaya Inc. All rights reserved. 2

    Decisions you need to make in the next 12 months Social what?

    A new disparate world of endpoints?

    Unified comms – intelligent collaboration and context? Coping globally

    Delivering perfect service!

    • Adopt the RIGHT innovation to suit you and your customers • Make it work globally

  • © 2011 Avaya Inc. All rights reserved. 3

    Social Media Manager Automating & Integrating Social Media

    Avaya Social Media

    Gateway

    Standard Media

    Social Media

    Generic

    Contact Routing

    Managed Agents & Experts

    Scan, process and respond to events from social media using existing Contact Center infrastructure

    Contact Center Inbound Contact

  • © 2011 Avaya Inc. All rights reserved. 4

    Technical Support

    Type of Issue

    Basic Troubleshooting

    Description of Problem

    From smartphone to Agent

  • © 2011 Avaya Inc. All rights reserved. 5

    Manage Collaboration with Avaya Flare

    5

    The Flare Experience provides true universal collaboration across any modality, efficient management of contacts, and simple access to contextual information during any given session

    ADVD Tablets Mobile Devices SIP Phones Laptops, PCs

    A common experience regardless of access device or connectivity method

  • © 2011 Avaya Inc. All rights reserved. 6 6 6

    Virtual conference

  • © 2011 Avaya Inc. All rights reserved. 7 7

    7

    Communications Enabled

    Workflows

    Automated, event driven, closed-loop

    notification, collaboration, and

    brokered interaction.

    Customer Connections

    Consumer interactions via

    mobile apps, social networks, video,

    and external social media streams

    Customer Experience Optimization

    Track, analyze, and improve entire

    experience with optimized flow, agent

    compliance and efficiency

    Emerging Products & Technology Focus Areas Enterprise User

    Experience

    Intelligent, context-aware, fit-for-

    purpose enterprise communications management.

    Cross Functional Initiatives

    Cloud Services

  • © 2011 Avaya Inc. All rights reserved. 8 8

    Cloud Computing?

  • © 2011 Avaya Inc. All rights reserved. 9 9

    Clouds makes the life easier

  • © 2011 Avaya Inc. All rights reserved. 10

    By 2013, at least 75% of customer service centers will use some form of a SaaS application in their contact centers

    Gartner’s Cloud Computing Outlook

  • © 2011 Avaya Inc. All rights reserved. 11

    Gartner’s Cloud Computing Outlook

  • © 2011 Avaya Inc. All rights reserved. 12

    Gartner’s Cloud Computing Outlook

  • © 2011 Avaya Inc. All rights reserved. 13

    Avaya Aura Architecture

  • © 2011 Avaya Inc. All rights reserved. 14 14

    Avaya Aura Cloud enabling architecture

  • © 2011 Avaya Inc. All rights reserved. 15

    Avaya Aura Cloud Services Architecture

  • © 2011 Avaya Inc. All rights reserved. 16

    Avaya Aura Cloud Services Architecture

    Cloud Services Architecture

    Application Marketplace

    Hosted Platforms

    Inter-Enterprise Communications

    Application Marketplace

    Inter-Enterprise Communications

    16

  • © 2011 Avaya Inc. All rights reserved. 17

    Application Marketplace

    Inter-Enterprise Communications

    Aura to Aura Aura to Others 17

  • © 2011 Avaya Inc. All rights reserved. 18

    Application Marketplace

    Hosted Platforms

    Universe Inter-Enterprise Communications

    Premise Applications Flare, Aura,

    ACE

    Download

    Hybrid Cloud Applications working with

    Aura

    Hybrid SaaS

    Cloud Applications

    SaaS

    18

  • © 2011 Avaya Inc. All rights reserved. 19

    Application Marketplace

    Hosted Platforms

    Platform as a Service

    Platform as a Service

    and Channel

    Incubation Platform as a

    Service i.e. Federation, Flare Trials…

    Avaya AOS

  • © 2011 Avaya Inc. All rights reserved. 20

    Cloud Services Architecture

    Application Marketplace

    Hosted Platforms

    Inter-Enterprise Communications

    NGN, 4G, IMS

    Hybrid Carrier and Enterprise Applications

    20

  • © 2011 Avaya Inc. All rights reserved. 21

    Incubation of New

    Strategies

    Platform as a Service

    Platform as a

    Service and

    Channel

    Deploy Communication Solutions Cloud Approach

    Premise Flare, Aura, ACE

    Hybrid Cloud

    Cloud

    Download

    SaaS

    Hybrid SaaS

    web.alive, hosted CC/UC

    Aura

    Aura to Aura Aura to Others Inter-Enterprise Communication

    Hybrid Carrier and Enterprise Applications

    NGN, 4G, IMS

    Cloud Services Architecture

    Hosted Platforms

    Application Marketplace

    Federation

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La tecnologia e l’offerta Cloud di Avaya Andrea Iacomussi e Armando Capone
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