Avaya Aura® Collaboration Environment:
Transforming your business one great
interaction at a time
Michael Wallace
October 9th, 2014
millan@avaya.com
1.480.446.5858
Top Level Business Objectives
Customer Satisfaction
and Advocacy
 Attract and retain
profitable, savvy
customers
 Image, trust, and increase
customer mobility
 More personalized
experience, delivered
anytime, anywhere, any
channel
© 2014 Avaya Inc. All rights reserved.
Profitability and Cost
Management
Differentiated brand and
better Net Promoter
Score
Lower costs, increased
revenue, improved
profitability
Productive and Effective
Workforce
Productive work
environment
Right skills, training,
knowledge, information
and resources
Regulatory reform and
compliance
Opportunities to
collaborate
and develop
Simplify, consolidate and
automate operations
Flexibility and
empowerment
2
Challenges and Symptoms
• Too much data, with
limited ability to action
• Slow responsiveness to
business needs
• Blurring lines between
“UC” and “CC”
• Excessive cost and
complexity
Bringing data
and
communications
together is
complex, “oneoff” and
time consuming
© 2014 Avaya Inc. All rights reserved.
Communications
Apps don’t
integrate with
existing
investments
or processes
Employees are
unable to take
full advantage of
their mobile and
tablet devices
Enterprises
cannot leverage
intersecting
social, business,
and mobile
technology with
customer
engagement
3
A Solution and Benefits
Avaya Aura Collaboration
Environment brings simplified
and rapid communications
apps development and
delivery to any device
on an enterprise wide platform
Enterprises are
more responsive
to customer and
market needs
© 2014 Avaya Inc. All rights reserved.
Applications
leverage, rather
than replace,
existing
investments and
processes
Users can
leverage their
communications
device of choice
Social, mobile
and cloud
applications can
be efficiently
extended into
the enterprise
4
Transforming the Way We Work and Interact
Avaya Aura® Collaboration Environment
Application development platform that:
 Unites Customer Experience Management and Unified Communications
to create enterprise-wide solutions
 Integrates communication / collaboration into any app or sequence of apps
 Makes vertical apps quick and easy to develop and deploy
 Provides enterprise grade foundation
 Allows developers to focus on
business challenges vs. deep
telephony / protocol knowledge
 Speeds pace of business
regardless of location
 Integrated part of the Avaya Aura
Platform
© 2014 Avaya Inc. All rights reserved.
5
Avaya Aura® Collaboration Environment
Inputs
Business Needs:
Voice /
IVR
Effective response, team formation,
notification from employees / customer services
Avaya
Developed
Web /
Web RTC
Customers,
Colleagues,
Suppliers
or Events
Results
3rd Party
ISV
Developed
Corporate
Enterprise
Developed
Higher customer
satisfaction
Collaboration Environment
Mobile /
SMS
Scalability
Security
Virtualization Reliability Serviceability Management
Social
More efficient
employees
Accelerated
response
to issues
Avaya Applications
Video
Email
© 2014 Avaya Inc. All rights reserved.
Communication
Manager
Call Center
Elite
Session
Manager
System
Manager
Media
Server
6
Single Common Application Platform
Simple, Consistent, Easy
Scalability
35,000
Users
Security
Highly
Secure
DATA
Virtualization
VMWare
Reliability
N+1 GeoRedundant
Manageability
Dynamic
Application
and User
Provisioning
GRID
Omnichannel Web, Mobile, Voice, Video, Email, SMS
© 2014 Avaya Inc. All rights reserved.
7
Avaya Aura® Collaboration Environment
Key Capabilities
Tailor Collaboration
for Any Role, Task or
Vertical
 Embed multi-channel
collaboration into any
application or sequence
of applications
 Deploy collaboration
feature sets with
built-in security,
reliability and
scalability
Turn Discrete
Applications and
Services into
Compelling Solutions
Snap-in approach
makes capabilities
extensible across a
diverse array of
applications
 Invoke services using a
common set of
methods for voice,
Transform Developer
Experience
Single SDK with
familiar interfaces that do
not require detailed
knowledge of telephony
or protocols
Sample applications
and code speeds time
to deployment
video, SMS/text and
email
One Platform for Customer Engagement and Unified Communications
© 2014 Avaya Inc. All rights reserved.
8
Collaboration Environment Snap-ins
 What is a Snap-in?
– Modular, re-usable code that connects, enables, or
facilitates a desired outcome
 Value:
– Quickly, cost effectively integrate new capabilities
into business processes and functions
– Efficiently reuse capabilities across multiple
applications and functions
– Flexibly select and use the ones you want
Collaboration
Designer
Real-Time Speech
Context Store
Work Assignment
WebRTC
© 2014 Avaya Inc. All rights reserved.
9
Avaya Collaboration Designer Snap-in
© 2014 Avaya Inc. All rights reserved.
10
Avaya Collaboration Designer
Empower Enterprise Resources to Easily Produce Customer Journey Maps
Utilizing a Single, Graphical, Intuitive Canvas
Faster time to market, without Java
or communications knowledge
Utilize graphical user interface, with drag
|and drop capability, to develop and deploy
high value workflows
Integrate snap in and collaboration
environment capabilities into workflows
Utilize extensive, expandable and
customizable palette to tailor and customize
workflows
Leverage data grid for long term storage
(days, weeks, months) of workflows to
support long running transactions
Greater enterprise control over workflows
and customer journey maps
© 2014 Avaya Inc. All rights reserved.
11
Collaboration Designer Use Case
“Not everyone is a Java Developer”
Collaboration
Environment
Business Issue:
Application requirements are well
understood by business analysts,
BUT
Company lacks Java
development resources
© 2014 Avaya Inc. All rights reserved.
Solution:
Business analysts can create
solutions using the “What you
draw is what you execute”
principle of Collaboration
Designer
Simple, browser based interfaces
leverages existing desktop
software
Benefits:
Application adapts to business
need vs. business adapting
to application capabilities
Business analysts are liberated
to drive service and profitability
Easy ad-hoc changes to run-time
processes.
12
Avaya Context Store Snap-in
© 2014 Avaya Inc. All rights reserved.
13
Today’s Omnichannel Customer Experience
Silo’d, Disconnected, Repetitive, Time Consuming
Customer
Connections
Call Routing
Voice /
IVR
Routing/
Resource
Decision
IVR
Application
Web /
Web RTC
Mobile /
SMS
Routing/
Resource
Decision
Routing/
Resource
Decision
PBX
SBC
Routing/
Resource
Decision
Call
Routing
System
Agents
Social
Video
Email
© 2014 Avaya Inc. All rights reserved.
14
Avaya Context Store Snap-In
Improved awareness and insight. Deliver a great customer experience
Collect and store context about customers,
resources, processes
Share relevant context across all resources
and all stages of customer journey to better
understand customers, resources, business
Continuously gather and share new data to
compliment and expand existing knowledge
Feed context to data warehousing,
reporting, analytics
© 2014 Avaya Inc. All rights reserved.
15
One Continuous Conversation Across Entire
Whole Customer Journey
Customer
Connections
Call Routing
Routing/
Resource
Decision
IVR
Application
Voice /
IVR
Routing/
Resource
Decision
Routing/
Resource
Decision
PBX
SBC
Routing/
Resource
Decision
Web /
Web RTC
Call
Routing
System
Agents
Context Record
Context Record
Mobile /
SMS
Social
Video
Email
© 2014 Avaya Inc. All rights reserved.
ID: AO-1234567
External ID: (UCID)
ID: AO-1234567
External ID: (UCID)
CustomerID: 28651
CustomerName: Tony Peters
value1: “Angry”
CellNumber: +1720 345 6789
Context Record
Context Record
key1: “Sentiment”
ID: AO-1234567
External ID: (UCID)
ID: AO-1234567
External ID: (UCID)
key2: “Language
Segment: Gold
value2: “English”
AccountID: A8T4LGH
Style: “Sympathetic”
Customer ID: “K48327”
key3: “CustomerLevel”
OrderStatus: Dispatched
Approach: “Supportive”
Product Category: “Credit Card
value3: “Gold”
OrderNumber: 398HT3457
Context Store
Collect, Store, Share All Relevant Context Across All Touch Points
16
Potential Applications
Contact
Routing
Contact
Transfer
Customer
Satisfaction
Survey
All relevant context
inserted into the contact
Context can be used
for routing and agent
screen pops
All relevant updates
inserted into the contact
Context can be retrieved
from the Context Store to
facilitate the handover
during transfer
Context in Context Store
updated with all relevant
information about
agent’s service, during
both call and survey
 Context utilized for better
queue selection
 Provides resources
immediate insight into
contact to date
© 2014 Avaya Inc. All rights reserved.
 Provides agent with
immediate insight into
contact to date
 Eliminates unnecessary
repeats for customer
 Provides 360° insight
into experience
17
Why Context Store?
Bridge the Chasm between Web, Mobile, Enterprise
For Your
Customer
For Your
Business
Improve Customer
Experience
Greater
Efficiencies
 Seamless, consistent
experience
 Personalized
 Faster resolution
 Better actionable insight
and decision making
 Improved resource
utilization
 Better enterprise wide
engagement
© 2014 Avaya Inc. All rights reserved.
18
Avaya Work Assignment Snap-in
© 2014 Avaya Inc. All rights reserved.
19
Skills Based Routing Reaching Limits to Deliver
True Real-time Customer Experience
First in, first out based on agent skills, not business or customer needs
Skills Based Routing
Queue for Skillset 1
Skillset 1
Agent N
Queue for Skillset 2
Agent L
Skillset 3
Agent X
© 2014 Avaya Inc. All rights reserved.
Agent K
Skillset 2
Agent T
Queue for Skillset 3
Agent D
Agent R
Agent E
20
Ag
Real-time Customer Journey Management
Customers Expect a Individualized Experience Every Touch, Every Interaction
Context Record
ID: AO-1234567
External ID: (UCID)
Routing/
Resource
Decision
Routing/
Resource
Decision
Context Record
Style: “Sympathetic”
Approach: “Supportive”
ID: AO-1234567
External ID: (UCID)
Customer ID: “K48327”
SMS
Product Category: “Credit Card
Context Record
ID: AO-1234567
External ID: (UCID)
Type: “Personal Advisor”
Routing/
Resource
Decision
Context Record
ID: AO-1234567
External ID: (UCID)
E
Previous Contact: “Y”
Preferred Contact “Y”
key1: “Sentiment”
value1: “Angry”
key2: “Language
value2: “English”
Context Record
key3: “CustomerLevel”
value3: “Gold”
Routing/
Resource
Decision
ID: AO-1234567
External ID: (UCID)
CustomerID: 28651
CustomerName: Tony Peters
CellNumber: +1720 345 6789
Segment: Gold
© 2014 Avaya Inc. All rights reserved.
AccountID: A8T4LGH
OrderStatus: Dispatched
21
Real-time Context-based Matching Leverages Latest
Technologies to Deliver Real-time Customer Experience
Individualized treatment of every customer from best available resource
Pool of Work
Pool of Resources
Specialist5
Agent K
Mark
Agent P
Agent T
Specialist3
Best
Match
Joe
Specialist5
Agent T
Agent X
Agent E
Specialist4
Agent R
Specialist1
Agent W
© 2014 Avaya Inc. All rights reserved.
22
Avaya Work Assignment
Deliver the best individualized service every moment, every interaction
Manages and adapts business rules and
strategies required to achieve target
customer experience
Provides centralized distribution of work items
using single unified pool of global resources
and attribute driven matching
Determines next best action by applying
business rules to contextual awareness to
achieve target customer experience
Executes right match of resources to each
customer or work item across right media at
the right time
© 2014 Avaya Inc. All rights reserved.
23
Avaya Real Time Speech Snap-In
© 2014 Avaya Inc. All rights reserved.
24
Avaya Real-Time Speech Snap-in
Integrate real-time speech search into enterprise and contact center
applications and workflows
Now real-time visibility for faster decision
making and resolution
Faster, easier development of speech
enabled applications and workflows
Simple, flexible, and powerful query
structure for increased accuracy
Utilize RESTful web APIs for simplified
development resulting in quicker deployment
time and faster time to revenue
Solving For The Right Outcome In The Moment
© 2014 Avaya Inc. All rights reserved.
25
Avaya Real-Time Speech Snap-in
Characteristics
 Developer-friendly APIs
 Real-time Speech Search
 Complex search queries
supported
 Call event services
and notification
 Controllable search
processing
 Language model control
© 2014 Avaya Inc. All rights reserved.
26
Avaya Real-Time Snap-in
Use Case Examples
Enterprise
Worker & Agent
Script
Compliance
Speech Driven
Customer
Journeys
Supervisor
Alerting
Real-time guidance
during the call duration
Rapidly match best
resource (process,
people) based on call
classification
Automated observation
of agent performance /
call content
Reduce fines,
minimize risk to brand
Streamline
operations
Prioritized intervention
guide
Exploit enterprise
knowledge
Shorten up-skill time
Increase resource
efficiencies
Spot agent burnout
or attrition
Enhance data grid
to improve service
across enterprise
Improve call
outcomes
Lower customer effort
Decrease customer
effort
Real-time
Context
Creation
Real-time tagging
of audio content
Solving For The Right Outcome In The Moment
© 2014 Avaya Inc. All rights reserved.
27
Avaya WebRTC Snap-In
© 2014 Avaya Inc. All rights reserved.
28
Avaya WebRTC Snap-in
Enable Consumers to ‘Click to Call’ Browser to Seamlessly Connect
Through to an Agent
Better application and tighter integration
between web and telephony communications
Integrate real-time web communications
into the browser without plug-ins
Integrate with context store, providing relevant
contextual data to agents when consumer calls
are presented
Integrate with real-time speech to support audio
driven menus and to monitor agent script
compliance
Richer, more seamless customer
experience across different media
The customer service on-ramp for the Web 2.0 World
© 2014 Avaya Inc. All rights reserved.
29
Avaya WebRTC Use Case
“Click for Service”
Collaboration
Environment
Business Issue:
Abandon rates remain stubbornly high
Agent support is “blind” to customer’s
context
Not every customer is beside a phone
© 2014 Avaya Inc. All rights reserved.
Solution:
Integrate “Click to call” services
quickly and easily into existing
web experiences
Provide agent with context
for rapid issue resolution and
great service
Leverage speech analytics
for agent support and tracking
Benefits:
Differentiated service levels
Reduced call times
Increased revenue
High agent compliance
with company policy
30