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La tecnologia e l’offerta Cloud di Avaya Andrea Iacomussi e Armando Capone
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Page 1: Andrea Iacomussi e Armando Capone - Key4bizManage Collaboration with Avaya Flare The Flare Experience provides true universal collaboration across any modality, efficient management

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

Page 2: Andrea Iacomussi e Armando Capone - Key4bizManage Collaboration with Avaya Flare The Flare Experience provides true universal collaboration across any modality, efficient management

© 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

Page 3: Andrea Iacomussi e Armando Capone - Key4bizManage Collaboration with Avaya Flare The Flare Experience provides true universal collaboration across any modality, efficient management

© 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

Page 4: Andrea Iacomussi e Armando Capone - Key4bizManage Collaboration with Avaya Flare The Flare Experience provides true universal collaboration across any modality, efficient management

© 2011 Avaya Inc. All rights reserved. 4

Technical Support

Type of Issue

Basic Troubleshooting

Description of Problem

From smartphone to Agent

Page 5: Andrea Iacomussi e Armando Capone - Key4bizManage Collaboration with Avaya Flare The Flare Experience provides true universal collaboration across any modality, efficient management

© 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

Page 6: Andrea Iacomussi e Armando Capone - Key4bizManage Collaboration with Avaya Flare The Flare Experience provides true universal collaboration across any modality, efficient management

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

Virtual conference

Page 7: Andrea Iacomussi e Armando Capone - Key4bizManage Collaboration with Avaya Flare The Flare Experience provides true universal collaboration across any modality, efficient management

© 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

Page 8: Andrea Iacomussi e Armando Capone - Key4bizManage Collaboration with Avaya Flare The Flare Experience provides true universal collaboration across any modality, efficient management

© 2011 Avaya Inc. All rights reserved. 8 8

Cloud Computing?

Page 9: Andrea Iacomussi e Armando Capone - Key4bizManage Collaboration with Avaya Flare The Flare Experience provides true universal collaboration across any modality, efficient management

© 2011 Avaya Inc. All rights reserved. 9 9

Clouds makes the life easier

Page 10: Andrea Iacomussi e Armando Capone - Key4bizManage Collaboration with Avaya Flare The Flare Experience provides true universal collaboration across any modality, efficient management

© 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

Page 11: Andrea Iacomussi e Armando Capone - Key4bizManage Collaboration with Avaya Flare The Flare Experience provides true universal collaboration across any modality, efficient management

© 2011 Avaya Inc. All rights reserved. 11

Gartner’s Cloud Computing Outlook

Page 12: Andrea Iacomussi e Armando Capone - Key4bizManage Collaboration with Avaya Flare The Flare Experience provides true universal collaboration across any modality, efficient management

© 2011 Avaya Inc. All rights reserved. 12

Gartner’s Cloud Computing Outlook

Page 13: Andrea Iacomussi e Armando Capone - Key4bizManage Collaboration with Avaya Flare The Flare Experience provides true universal collaboration across any modality, efficient management

© 2011 Avaya Inc. All rights reserved. 13

Avaya Aura Architecture

Page 14: Andrea Iacomussi e Armando Capone - Key4bizManage Collaboration with Avaya Flare The Flare Experience provides true universal collaboration across any modality, efficient management

© 2011 Avaya Inc. All rights reserved. 14 14

Avaya Aura Cloud enabling architecture

Page 15: Andrea Iacomussi e Armando Capone - Key4bizManage Collaboration with Avaya Flare The Flare Experience provides true universal collaboration across any modality, efficient management

© 2011 Avaya Inc. All rights reserved. 15

Avaya Aura Cloud Services Architecture

Page 16: Andrea Iacomussi e Armando Capone - Key4bizManage Collaboration with Avaya Flare The Flare Experience provides true universal collaboration across any modality, efficient management

© 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

Page 17: Andrea Iacomussi e Armando Capone - Key4bizManage Collaboration with Avaya Flare The Flare Experience provides true universal collaboration across any modality, efficient management

© 2011 Avaya Inc. All rights reserved. 17

Application Marketplace

Inter-Enterprise Communications

Aura to Aura Aura to Others 17

Page 18: Andrea Iacomussi e Armando Capone - Key4bizManage Collaboration with Avaya Flare The Flare Experience provides true universal collaboration across any modality, efficient management

© 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

Page 19: Andrea Iacomussi e Armando Capone - Key4bizManage Collaboration with Avaya Flare The Flare Experience provides true universal collaboration across any modality, efficient management

© 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

Page 20: Andrea Iacomussi e Armando Capone - Key4bizManage Collaboration with Avaya Flare The Flare Experience provides true universal collaboration across any modality, efficient management

© 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

Page 21: Andrea Iacomussi e Armando Capone - Key4bizManage Collaboration with Avaya Flare The Flare Experience provides true universal collaboration across any modality, efficient management

© 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

Page 22: Andrea Iacomussi e Armando Capone - Key4bizManage Collaboration with Avaya Flare The Flare Experience provides true universal collaboration across any modality, efficient management

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