Avaya Collaboration

Collaboration

Empowered by Avaya

© 2009 Avaya Inc. All rights reserved. 2

Unified Communications

ProductivitySpeed & Execution

Effectiveness & Efficiency

Content and Context

CustomersSimplification

Availability

Responsiveness

CollaborationWork Flow

Decision Making

Social Network

CostCollaborative & Mobile Expenses

Customer control & retention

Opportunity costs


Environment• Reduce need to travel• Reduce carbon footprint• Reduce energy consumption

“For every 3 meetings held by video conference instead of flying cross-country, it would be like taking a car completely off the road for an entire year”

(SOS live Earth)

http://www.liveearth.org/crisis_solutions.php


Rich Communication, Collaboration, and Content Sharing – Global enterprises connect without travel– Meet and collaborate virtually– Enable dispersed workgroups– Foster real-time collaboration for increased productivity

Substantially Reduces Carbon Footprint– Green meetings– Allow attendees to be environmentally friendly– Reduce the need, costs, and CO2 of travel

Video and Voice Conferencing:Green Technology

“With the growing emphasis on…green policies in corporations, video conferencing is now seen as having a direct effect on lowering a company’s carbon footprint.”- William Stofega, IDC

“Using (video) conferencing and collaboration technologies can make a large contribution to the goal of carbon neutrality.”- Alan Greenberg, Wainhouse Research

“Much of my (political) participation now comes via (Polycom HD video) teleconference, a “low carbon emissions” way of working .”- Al Gore


Why consider an in-house conferencing solution? New desktop UC application like MOC, Lotus Sametime and Avaya One-X

Portal offer significant worker productivity gains; Audio conferencing is a key element

– It is difficult to integrate these solution with a hosted conferencing service

– If Meeting Exchange is not part of their UC solution, customers could end up with a competitive audio bridge on their network in order to take advantage of these capabilities

Improved Business Continuity capabilities/ reduce Business Risk– Displacement of workers is a real possibility; enable employees to work from any location, in the

event that they cannot get to an office

– Maintain communication & collaboration capability in a crisis situation

Telecommuting is becoming more popular; collaboration tools are key to successful virtual working

– In 2008, 72% US workforce will be remote and mobile– 89 of top 100 US companies offer telecommuting


Why consider an in-house conferencing solution? The ROI is compelling

– FCE IP telephony deployments and changes in how and where we work have dramatically changed the value proposition for premise-based conferencing

– 40%-60% of voice traffic on many corporate networks is used for conferencing

• Running conferencing traffic on an IP network reduces spending further by eliminating transport costs

– Average customers realize an ROI in about 6 months and save up to 50% on conferencing expenses vs. outsourced services

Go Green– For every 3 meetings held by conference call instead of flying cross-country, it would be like

taking a car off the road for an entire year

– The average commuter burns 340 gallons of gas & creates a 3.4 ton cloud of CO2 a year. Teleworking, even occasionally, can cut that figure significantly.


Sample Conferencing ROI

Customer scenario using Service Provider: Company with up to 8,500 employees Audio conferencing:

– Using 1.8 million minutes per month– Monthly service provider charges: $88,400 ($0.05/minute rate)

Total annual spend: $1,060,800

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Avaya recommendation: 600-port Meeting Exchange (SIP-based S6200)

Total system purchase cost (cost of entry): $539,000 (list price)

Months to payback: 5 months

Average monthly savings compared with outsourced services (after 1st month): $85,000

Expected 3-year cost savings: $3m

*Best value delivered where there are the largest number of on-net users


Sample Conferencing ROI

Customer scenario using Service Provider: Company with up 1,000 employees Audio conferencing:

– Using around 200,000 minutes per month– Monthly service provider charges: $10,000 ($0.05/minute rate for 100k minutes)

Total annual spend: $120,000

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Avaya recommendation: 72-port Meeting Exchange (SIP-based S6200)

Total system purchase cost (cost of entry): $74k (list price)

Months to payback: 6 months

Average monthly savings compared with outsourced services (after 1st month): $8,600

Best value delivered where there are the largest number of on-network users


Avaya Meeting Exchange

Designed and optimized to support today’s converged IP network infrastructures utilizing SIP for call control.

– Can be easily deployed in traditional TDM voice networks with the use of a gateway (internal PCI board or external standalone gateway).

Can be combined with other conferencing applications to increase usability and create more user friendly collaboration solutions.

Runs on a Linux Operating system

Scales from 20 to 2000 concurrent participants in a single bridge (market leading scalability)

Supports reservation-less, scheduled meet-me, event and alert conferencing types.

Full-featured voice conferencing software application


Scheduled or Reservation-less for up to 2,000 users per platform (up to 12k with connected systems). Full featured, high capacity, high performance audio conferencing. Integration with Avaya Web Conferencing, Sametime, Adobe Connect Integration with Microsoft Office Communicator for click-to-conference Integration w/ UC and enterprise applications from Avaya & leading vendors. Supported by S6200 or S6800 platforms

Conferencing for Enterprises & Service Providers

Meeting ExchangeEnterprise

Conferencing for Small to Midsize Organizations

Scheduled or Reservation-less for up to 300 users.Simple, cost-effective deployment & management; channel ready.Integration w/ Sametime Web Conferencing; click-to-conference with SametimeScheduling via Outlook & NotesPractical, streamlined feature set.Supported by S6100 platform

Meeting Exchange Express

Meeting Exchange Portfolio


Avaya Meeting Exchange Enterprise Features

Event/Attended conferences

– The Avaya Conferencing Bridge supports a full range of Operator-attended conferencing capabilities.

Scheduled unattended conferences

– The Avaya Conferencing Bridge can also permit conference Participants to dial directly into the system and access their conference without any attendant assistance.

Reservation-less – ‘On Demand’ conferences

– The Avaya Conferencing Bridge can permit first-come-first-serve reservation-less conferences. Port resources are allocated on a as needed basis.

Simultaneous support for multiple conference types


Meeting Exchange SoftwareSingle Conferencing Application Across All Platforms

SIP or SIP / PSTN to 3000 ports SIP conferencing to 9,000 ports

Meeting Exchange Audio Conferencing Software

Meeting Exchange Audio Conferencing Software Optional Applications:

• Bridge Talk• CRS• Web Portal• Audio Console• AWC• Res. for Outlook• Res. for Notes• Outlook On-Demand• Self Reg.• Conf Viewer• Multisite

S6200 Conference Bridge S6200 + S6800 Expansion


Meeting Exchange

Simplified UC capabilities through integration with Microsoft applications

– Click-to-conference and manage participants from Microsoft Office Communicator/ Live Server 05

– Schedule conferences via Outlook

Support for 2000 ports/ licenses on a single server

Conference Scheduling via Lotus Notes and integration with Sametime Web Conferencing

Improved user features, such as ‘mute all’ capability, for more effective conference calls

Simplified deployment, management and customization

– Migration to Linux OS and introduction of Avaya Core Services Foundation

– Market-leading scalability: 2000 users per system

– New APIs for custom application development and integration with UC and enterprise applications

– Localization prompts for 7 languages

Integration with Avaya Communications Process Manager for event-driven conferencing

ROADMAP: support for Video on Meeting Exchange server

http://www.adobe.com/


Integration with one-X Portal

Integration with one-X Portal for audio conference management:

– See all participants(Caller ID, name where mapped)

– Identify active speaker / noisy line

– Identify participant audio mode (muted / unmuted)…

– Mute or drop participants

– Dial out to new participants

As of version 4.1.2 Meeting Exchange capacity expanded to 2000 concurrent users (ports) per system

– Simpler, more cost-effective expansion to meet user demand


Avaya Web Conferencing (AWC)

Permissions based application and desktop sharing

PowerPoint push Voting slides Follow-me browsing Annotations Whiteboard Chat Integrated roster (integrated

w/ Meeting Exchange)– Identify speakers– Mute audio lines– Dial out to add participants– Promote/demote

participants Synchronized recording


AWC – Recording & Playback

Simultaneously records audio AND web

Playback via Windows Media Player

Manage recordings via web interface

Requires a recording and streaming server

Runs on Windows Server 2003

Hardware Supported -Avaya provided:

– Dell Poweredge 2900

• Includes Dialogic PCI voice interface card


Audio Enabling Microsoft Applications

Integrating Meeting Exchange Enterprise with Microsoft applications delivers the following capabilities:

Schedule conferences from Microsoft Outlook

Click-to-Conference from Microsoft Office Communicator (MOC)

– Control audio conference from MOC interface (mute, disconnect, etc.)

Click-to-Conference from Microsoft Outlook

Control audio conference from Live Meeting interface


Effective Group Collaboration:Avaya Meeting Exchange integrated to Outlook

Meeting Efficiency

Schedule Conferences in Outlook with access to key information & features

Click-to-Join


Effective Group Collaboration:Avaya Meeting Exchange integrated to Office Communicator

Click-to-ConferenceClick-to-Conference

ConferenceManagement

ConferenceManagement


Unified Conferencing

Microsoft Live Meeting integrated with Meeting Exchange

– Live Meeting from Service Provider– Live Meeting from OCS

Integrated audio controls in participant roster:

– Mute individuals– Mute All– Lock Conference– Hang up participants– Add new participants– Dial out to add new participants

Click to join Live Meeting from Outlook invitation


IBM Lotus Notes and Sametime Integration

Meeting Exchange Express and Enterprise can be integrated with IBM Lotus Notes and Sametime. Points of integration include:

New Notes-ST Adapter for 5.0 now supports

– Lotus Notes 7.0 Audio Conference Scheduling

– Lotus Notes 7.0 Click to Call (with Sametime 7.5.1)

– Sametime 7.5.1 Audio Conference Scheduling

– Sametime 7.5.1 Web Conferencing with Audio participant roster integration

– Sametime 7.5.1 Connect Client (IM) Client Click to Call

Offer Structure

– CD for the Adapter software

– 9-tier material structure


Conferencing Integration: Click-to-Conf from Sametime Calls placed via Avaya Meeting Exchange bridge

Enable convenient, efficient conferencing

Multi-party Click-to-conference capabilitiesFrom Lotus Sametime 7.5.1/8.0Q4’08

From IBM Lotus email or IMClick on one or more contacts

and initiate audio conference

Key capabilities/Conference ControlSelect or add phone numbersVisual indication of active speakerMute, unmute or disconnect participants Dial out to add new conference usersHang up users

Enable convenient, efficient conferencing

Multi-party Click-to-conference capabilitiesFrom Lotus Sametime 7.5.1/8.0Q4’08

From IBM Lotus email or IMClick on one or more contacts

and initiate audio conference

Key capabilities/Conference ControlSelect or add phone numbersVisual indication of active speakerMute, unmute or disconnect participants Dial out to add new conference usersHang up users

+


Conferencing Integration: Integrated Scheduling

Customer Value Simplified Booking Automated Reservations Selected services appropriate for each meeting Ensure resources are there when required

… More time on meeting purpose … Less time on meeting logistics

Customer Value Simplified Booking Automated Reservations Selected services appropriate for each meeting Ensure resources are there when required

… More time on meeting purpose … Less time on meeting logistics


Meeting Exchange Audio Conferencing Integration with Lotus Sametime Web Conferencing

Embedded audio control capabilitiesfor more productive meetingsClick-to-Join for faster entrance to meetings See who is in call and identify speakers Mute or disconnect participants Dial out to join new participants Have the audio bridge dial out & bring you in Lock the conference

Embedded audio control capabilitiesfor more productive meetingsClick-to-Join for faster entrance to meetings See who is in call and identify speakers Mute or disconnect participants Dial out to join new participants Have the audio bridge dial out & bring you in Lock the conference

Video Solutions


Value Proposition for Video

Increase cost efficiencies

Improve employee productivity

Enhance performance of global infrastructure

Simplify vendor relationship: Avaya provides complete solution

Natural extension of voice calling – Conference, transfer or route the call & video goes with it– Dial an extension & automatically add video

Launch video from Softphone when working remotely

Drive efficient workflow with face-to-face interaction

User

Business


Value Proposition for Video

Adopt a single, converged IP infrastructure for voice and video

– Simpler to deploy and manage across the enterprise

Deploy a single network management system for voice and video

Ensure optimal performance with bandwidth management

Leverage existing infrastructure (Avaya Communication Manager) and IP network; just add video

– Standards based solution ensures simple integration

IT


What’s New in Video Video-enabled Avaya one-X Communicator

Continued partnerships with Polycom and Tandberg, leveraging leading video products

Improve customer service w/ video applications in Banking, Retail, Branch or any virtual call center

Optimize worker effectiveness by making video easier to use:

– 6-way ad-hoc video conferencing, including support by Meeting Exchange

– Support for SIP to H.323 video

– Tandberg Desktop Videophone for point-to-point “pick up and dial” video

Increase business agility and lower costs by using video to reduce travel:

– Support for Polycom High Definition video endpoints and RPX immersive room system (Telepresence)

All solutions leverage Communication Manager as a multimedia communications platform


Solution View

Polycom HDX4000 Polycom Powered

H.323 Video Softphone


Video-enabled Avaya one-X Communicator

Automatically add video to a voice all from Avaya one-X Communicator

SIP: Video, shared control & telecommuter mode

Click-to-Video from IBM Lotus Sametime or Microsoft Office Communicator (via Avaya one-X Communicator)


Tandberg Videophone Pick up & dial phone as usual; video “appears” on the screen Includes a keypad and handset like a standard telephone Make audio only calls as well as point-to-point video calls, or participate

in multi-point video calls through a video bridge

Value Proposition Enable ad-hoc, face-to-face communication from the

convenience of a desk phone. Significantly, yet cost-effectively enhance

communications by adding visual context (less expensive than full video conf solution)

Easily rollout across the organization with minimal training; single device with a simple user interface and features.

Deploy on desktop, in home office or in remote/ branch office


Executives, leaders, doctors, attorneys, commanders and education specialists who are looking for the UltimateHD™ experience

Save travel cost and time by having meetings that are “Just Like Being There”

Small footprint, personal desktop system

Supports PC monitor and video conference with multiple shared screen layout options

5 Mega-pixel Camera with pan / tilt / zoom

Stereo Speakers for rich multi-media sound

Crisp and clear full motion content sharing

Communications are confidential and secure using Advanced Encryption standard (AES)

HDX 4000 Desktop


Support for Polycom RPX Immersive Video for Conference Rooms

Avaya resells the Polycom RPX (RealPresence Experience) immersive room system for high end, executive conference rooms.

RPX delivers the best quality video experience available– Truly immersive environment, all surrounding, finely tuned, HD quality video

– Includes everything required for a stand-alone, exec. conference room

Value Proposition– Highest quality tools specifically designed for executives – Lower cost of ownership

• Sweet-spot pricing for product and services; mobile configuration

– Standards based video technology• HDX interoperable w/ legacy & competitive

standards-based systems

Comprehensive service package delivered by Polycom to ensure smooth install and rollout


Polycom Video Products (Available from Avaya)

VSX 7000s & 7000e

VSX 5000

HDX 9000 Series

VSX 3000

VSX 6000V500

HDX 4000 Series

From $2,199 to……….……………………………………………………………………. >$300,000

Desktop/Personal/SOHO Small/Med Group Med/Large Group Large Group & TP

RPX & TPX HD Series

VSX 8000

HDX 8000 Series

Ult

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Vertical & Customer Service Video Applications


Education

Distance learning– Online courses

– Education for remote or homebound students

Instructor development/ training

Access to specialty information/ programs

– Virtual field trips, guest presenters

Everyday staff meetings for dispersed instructors and/or administrators

Industry Specific ApplicationsFinancial Services

Productivity and improved service

– Maintain progress on a deal w/ impromptu video meetings

– Improve service through face-to-face client interaction

– Reduce travel for dispersed or remote workers

Branch banks– Offer a ‘virtual’ banker to

speed mortgage closings– Connect customers with

specialty services / resources not available at every location

Government

Telejustice– Video arraignments

– Remote testimony

– Parole board hearings

Crisis Preparedness– Advanced

communication capabilities for remote responders

– Communications Continuity

Communication and training

– Agency, district, state or nation wide

Healthcare

Rural medicine / telemedecine

– Remote clinic consultation

– Consultation for traveling patients

– Collaborative patient treatment between physicians/ med ctrs

– Psychiatric consults

– Access to distributed specialty knowledge

Continuing education– Live view of procedures


Video in the Contact Center or Branch: Scenarios

Resident Expert– Offer broader range of services to customers

at branch locations via live “face to face” access to experts in other locations

Virtual Help Desk – Provide efficient service to callers or

online help requests using visual context.

– Offer streaming self help video based help request (i.e. how to change a printer cartridge, etc)

Video Customer Service in Retail / Branch– Use video kiosks in branch locations to

provide immediate 2-way service with visual context, such as troubleshooting problemswith a consumer product


Case Study: Video Assistance for Retailers Ever-present Customer Service at Wireless Carrier Retail Locations

Business issues/ challenges

Highly competitive industry; need stellar customer service experience to reduce churn and maintain customer satisfaction.

Inadequate tech support in retail stores (too expensive to staff tech support agents in every location or train retail associates).

High mobile phone exchange rate for customers in stores (retail staff quick to exchange phones due to lack of tech knowledge).

Impact of the problem on the business

Not maximizing customer satisfaction (risking churn) due to inability to provide on-site technical support.

Leaving money on the table (longer customers spend in store and more satisfied they are, the more they will spend on other products/ services).

Incurring high exchange costs resulting from in-store swap rather than repair

Solution Reinvent the retail store experience via technology innovation.

Improve customer experience; deliver more personalized service to branch or remote locations through 2-way visual context for agent and customer, such as ability to troubleshoot problems with a consumer product.

Results Reducing live agent and training costs

Improving customer satisfaction / drive loyalty / decrease churn

Growing customer base / market share and strengthen brand


Case Study: Video Branch Assistance Enhanced Customer Service at Branch Banks


Losing market share in competitive industry and not maximizing revenue potential from customer base.

Inability to leverage expert resources, and therefore, offer full range of services at all branch locations results in inconsistent service and lost revenue opportunity.


Not maximizing revenue per customer due to inability to offer full range of services / products at every branch location.

Not leveraging core expertise across branches.

Solution Leverage resident experts across multiple branch locations cost-effectively.

Provide more efficient service through visual context (see expert and refer to other sources –account balances, websites, etc.)

Drive customer sat by providing faster, more secure virtual service.

Results Maximizing expert resources (reducing costs, leveraging knowledge base)

Improving customer satisfaction / loyalty

Driving new revenue generation with expanded service offerings

Achieving competitive / market share advantage



Growing demand for interpreters each year outpacing increase in interpreter resources.

Limited resources requires complex scheduling between the clinics and interpreter services.

Very large percentage of the time spent during each encounter is wasted through transportation, no shows, and simply waiting with the patient.

Interpreter services is a critical function that is a direct cost to the hospital (patients are not billed for interpreter services).

A telephonic interpreter call center has been implemented but with limited success.


Wasting costly interpreting resources, which in turn forces the hospital to outsource encounters to even more expensive external agencies.

Patients who do not speak English sometimes have to wait hours for an available interpreter.

For telephonic encounters, important aspects of the conversation can be lost, and the experience is typically more frustrating for all parties involved.

Solution Utilize the enhanced integration of the Avaya PBX with Polycom High Definition endpoints to provide an in-person experience but with the flexibility and efficiency of an on-demand call center.

Case Study: Video Interpreting for Healthcare Flexible, Effective Interpreting Throughout the Medical Center



ProductivitySpeed & Execution

Effectiveness & Efficiency

Content and Context

CustomersSimplification

Availability

Responsiveness

CollaborationWork Flow

Decision Making

Social Network

CostCollaborative & Mobile Expenses

Customer control & retention

Opportunity costs


Environment• Reduce need to travel• Reduce carbon footprint• Reduce energy consumption

“For every 3 meetings held by video conference instead of flying cross-country, it would be like taking a car completely off the road for an entire year”

(SOS live Earth)

http://www.liveearth.org/crisis_solutions.php

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Avaya Collaboration

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