driving business outcomes with avaya … · driving business outcomes with avaya breeze™ snap-ins...

Valerie Heath

DRIVING BUSINESS OUTCOMES WITH

AVAYA BREEZE™ SNAP-INS

© 2016 Avaya Inc. All right reserved 2 2

AGENDA

New priorities for IT: Deliver fast, focus on value !

Avaya Breeze Snap-ins ! Time to market

New Business Outcomes using Breeze

© 2016 Avaya Inc. All right reserved 3

Past Now & Future

Recent

Access

Access Access

Connection Mgmt

App App

H.323/Unistim SIP

SIP

Legacy TDM IP Telephony Enterprise IMS

Data “Grids”

Application

Connection Mgmt

Application

Connection Mgmt

EVOLUTION OF COMMUNICATION SYSTEMS


IT DEPARTMENTS HAVE NEW EXPECTATIONS FROM

INTERNAL CUSTOMERS

CIO+

CMO

CEO

COO

“CIOs are now also Chief Innovation Officers, Heads of

HR, Chief Supply Chain Officers, and Heads of Shared

Services to name just a few.” Peter High, Forbes

http://www.forbes.com/sites/peterhigh/2012/11/14/the-emergence-of-the-cio-plus/ http://en.wikipedia.org/wiki/CIO-plus


CIO’S INNOVATION PRIORITIES

Cost Cutting

(+ 9 points)

. http://reports.informationweek.com/abstract/83/12315/IT-Business-Strategy/Research:-2014-Strategic-CIO-Priorities.html

48% 27%

CIOs top concern is not being able to

execute fast enough.

Improving

Customer

Service

(+10 points)

Introducing IT Led

Products for

Customers

33%

http://reports.informationweek.com/abstract/83/12315/IT-Business-Strategy/Research:-2014-Strategic-CIO-Priorities.html














WHAT IF YOU COULD…

Increase Time to Market by

Allowing Even Non-Developers to Create Applications Based on Business Needs


AVAYA AURA® ARCHITECTURE

System

Manager

SBC

SIP

Trunks PSTN

SIP SM SM SM

SM SM SM

Breeze CM

CM CM

SIP

SIP Hard and

Soft Endpoints

Third Party

SIP Endpoints

SIP

CM Elite

SIP

3rd Party

Equipment

CM EP EP AAM AAM

Avaya Aura®

Media Servers

CM/CS1K + AACC

Contact Center


Active-Active Scalability

Breeze

Snap In

Breeze

Web Connection

Breeze

Big Data Access

Real Time Communications

Tight Integration w

Existing Equipment

Agile “Clean, Build, Deploy, Test”

Snap IIn

Breeze

Snap- in

Active-Active Scalability

o o o

PSTN

Web

Endpoints

PILLARS OF AVAYA BREEZE


Enabling Unique Business Applications

WHAT DRIVES BREEZE BUSINESS VALUE?

AVAYA BREEZE SNAP-INS

Avaya Breeze

Web /

Web

RTC

Voice /

IVR

Email

Mobile /

SMS

Social /

Text

Video

WebRTC Real-Time

Speech

Context

Store

Work

Assignment

Engagement

Designer

Call Park

and Page

Engagement

Assistant Co-Browse

Mobile

Video Presence

Leverage Breeze Snap-ins To Build Applications

Avaya Communication Applications

Team

Engagement

patient

Engagement Networking Mobile Cloud

Scalability Security Virtualization Reliability Serviceability Management

Future

Capabilities


Context Store Real-Time Speech

AVAYA BREEZE SNAP-INS

What is a Snap-in?

– Modular and re-usable code or capability that connects, enables, or facilitates a desired application outcome

Value:

– Quickly and cost effectively integrate new capabilities into business processes and functions

– Efficiently reuse core capabilities across multiple business applications and functions

– Flexibly select and use the ones you want

WebRTC

Snap-in Powered by Avaya

Breeze

Engagement Assistant

Work Assignment Engagement Designer


Breeze Breeze Breeze

INTERNET

AVAYA SNAP-IN DEPLOYMENT

System Manager

White List

Scopia Maker

“Snapp Store”

Web RTC

Users

Call Blocker

Call Blocker

IT Manager

deploys Snap-in

IT Manager chooses

Snap-in and # licenses

and downloads

SM SM SM

SM SM SM

Call Blocker

Call Blocker


Breeze

Call Blocker

Breeze

Call Blocker

Breeze

Call Blocker

System Manager

SNAP-IN DEPLOYMENT

IT Engineer loads the compiled Snap-in

IT Engineer writes a Snap-in

IT Snap-in

IT Snap-in

IT Snap-in

IT Snap-in

IT Manager deploys Snap-in Users

SM SM SM

SM SM SM Administrator assigns Snap-

in to users

13

What Are The Business Uses

for some Cool SNAP-INS?


#1 BREEZE SNAP-IN:

CALL REDIRECTION MANAGER

White List + Remote #

Account Exec

Central Customer Care Breeze

Major Client

Unproven Client


CALL REDIRECTION MANAGER AT A MAJOR FINANCIAL

INSTITUTION

Client Execs Focus on Critical Clients

Specific Client Calling Access Set by Each AE

Contact Center Role is Personal Assistant

Client

List Number Screen

Mary Lee 408 555-1212 Yes ->

Cellphone/Home

Bob Smith 415 555-1212 No Assistant/CC

Karen See 650 555-1212 No Assistant/CC

White List

Call

Client

High Value Client

Assistant

Account Executive

Breeze

16

“Avaya’s White-listing application allows us to streamline the way

our customers communicate with us. The application allows us to

best match which of our clients calling our branches are directed

to the best possible resource while allowing our branch

employees to focus on the most important clients. Over 20 million

calls annually will pass through this application.

This allows for an efficient and effective use of resources while

providing the highest level of service quality to our clients”

Global Voice and Contact Center Architect

A Major Financial Institution


#2 BREEZE SNAP-IN:

CALLER ID MASKING FOR MAJOR MANUFACTURER

ACME Employee Directory

Dial ACME Employee

Susan Expert

Dial ACME Customer

Bob Smith

Display “Steve Fuji”

(408) 562-9878

Display “ACME Support”

(800) ACME

Susan Expert ACME Level II Tech Display “Steve Fuji”

Bob Smith ACME Customer Display “ACME Support” Not Steve’s Private Caller ID

Breeze Selects Employee CLID or Generic CLID Displayed

Breeze

ACME Employee

Steve Fuji Hi-Tech Support


#3 BREEZE SNAP-IN:

NURSE CALL INTEGRATION FOR A HOSPITAL

1: Patient Presses Nurse Call Button

2: Nurse Duty Roster Data Retrieved

3: Available Nurses/Docs Contacted

5: Best/Fastest Answered Nurse Connected to Patient!

4: Some Are Busy

Breeze


NURSE CALL INTEGRATION DETAILS

Device Integration Android Device Communicates with Breeze Snap-in Collaboratory Early Beta Runs Scopia Client Video Capable Connects with Video Integrated Bedside Terminal

Business Value: Better Patient Service Much Quieter Hospital = Patient Satisfaction! Increased Revenue


A LARGE MANUFACTURER’S BUSINESS PROBLEM

A Large, Distributed Multi-National Company with > 160,000 Employees

Deep Need to Collaborate

– Lots of Meetings

– Travel is Expensive and Not Allowed for Internal Meetings in Many Cases

– Must Meet Hand’s-Free Laws in Cars

Workforce is Mobile

– BYOD is Supported and Widely Used

– Concerns with Texting and Driving

IT Needs a Solution That Integrates with Existing Equipment – Quickly


#4 BREEZE SNAP-IN:

ENGAGEMENT ASSISTANT

Cloud Based Solution

– Added in Less than 2 Weeks!

– Debugged in a Single Day!

Minimal Resources Required

– No Dedicated IT Staff

– No Training Required

Total Hands-Free Conferencing

– No More Conferencing Numbers

– No More Security Codes to Type in

22

“This is really cool – a great timesaver!”

“I had two meetings at the same time and the personal

assistant let me choose the one I wanted, and I didn’t

have to enter the conference number.”

Feedback from Company with 20 IT staff


Agent

PSTN / SIP

Caller ID

Customer in TX Customer in FL

Breeze

Smart CID

CM

SM SM

“TX” “FL”

#5 BREEZE SNAP-IN:

SMART CALLER ID

1. Agent Dials Texas Customer

2. SM Sends Call to Breeze

3. Breeze Snap-in Reads Caller ID Database

4. Call Delivered Showing TX Caller ID

5. Same Agent Dials Florida Customer and Gets FL Caller ID

Destination Based Outbound Caller ID Spoofer


Customer Logs in and Loads Shopping Cart but Doesn’t Buy

1

The Cart is Saved in Context Store

2 Breeze

Context Store

#6 BREEZE SNAP-IN:

CONTEXT STORE & CO-BROWSE


Agent Discusses and Sends SMS/Email with Link 4

Both Co-Browse to Get The Right Price and Shipping

5

The Transaction is Completed!!

6

Breeze

Customer Calls and Agent Sees Customer’s Cart 3

INCREASED BUSINESS WITH CONTEXT


#7 BREEZE SNAP-IN:

AVAYA REAL-TIME SPEECH SNAP-IN

Faster, easier real time speech development

Utilize RESTful web APIs

Simple, flexible, and powerful query structure

Integrate Real-Time Speech Search WITH Enterprise and Contact Center Apps

Now real-time visibility for faster decision making

Solving For The Right Outcome In The Moment


Jane Calls Sam, a Home Finance

Customer, About a Loan Application

Sam Answers, Jane Starts Application

Discussion

Customer

Answers

Jane Forgets to State License # And Hears a Reminder

Tone

Reminder Tone

Played

“Beep…Beep…

”

Jane Inserts License # and

Reminder Tone Stops

Agent Correction Agent Places

Outgoing Call

FINANCE COMPLIANCE USE CASES


“Incident” being worked by

Incident Manager

Best Matches Populated in Browser

Window of Manager

Real Time Speech Assist Enabled

Manager clicks thru returned info to

work the incident.

Key Words spoke by manger are

sent to knowledge base

Faster resolution, better use of

knowledge base less down time

REAL TIME SPEECH AT A MAJOR BANK


MAJOR UNIVERSITY ELEVATOR PROBLEM

>400 Elevators on campus

Emergency call button in each

Local laws require answer in 60 seconds


• Development time: ~30 hours

#8 BREEZE SNAP-IN:

UNIVERSITY BREEZE ELEVATOR SOLUTION

ALERT!!

1245 Campus Way,

Chemistry Building

Elevator B123

Breeze

public final void callIntercepted(final Call call) // invoked when call comes in

{

Participant callingParty = call.getCallingParty();

Participant callBreezearty = call.getCallBreezearty();

logger.fine("Call from " + callingParty + " to " + callBreezearty);

// lookup and gather customer information

String custNumber = callingParty.getHandle();

String sms = custInfo.getSms(call);

List <String> smsDest = custInfo.getSmsDest(call);

// form and send SMS message

try {

logger.fine("Send SMS to: " + smsDest);

SmsRequest smsreq = SmsFactory.createSmsRequest(smsDest, sms);

smsreq.setSender(custNumber);

smsreq.send();

logger.fine("Sent SMS: " + smsreq);

}

catch (CollaborationBusException e1) { logger.error("Problem sending SMS ",e1); }

// let the call go through to its final destination

// let the call go through to its final destination }

}

Security Office

1234 Campus Way -

B123

31

“Major cost savings. No 3rd

party service required!”

“Better customer service. Person who activated the emergency

button is able to talk to somebody on campus, knows campus and

can get immediate feedback from the operators/dispatchers.”

“This service allows us to consolidate and save money – and use

the existing Avaya services we already were using.. Saving $400K

yearly!!”

Telecom Director

University in United States


Utilize extensive, expandable palette

to tailor and customize workflows

Long terms storage (days, weeks,

months) of workflows

Greater enterprise control over

workflows and journey maps

MAKING IT EASY

AVAYA ENGAGEMENT DESIGNER

Empower Enterprise Resources to Easily Produce Customer Journey Maps Utilizing a Single, Graphical, Intuitive Canvas


CLICK TO CALL EXAMPLE

driving business outcomes with avaya … · driving business outcomes with avaya breeze™ snap-ins...

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