Avaya Scopia Use Cases:
Vertical Industries
November 2013
Scopia Use Case Slides
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Purpose
 Provide high-level examples of Scopia video use cases and applications
 Spark video solution conversations to create interest with customer
 Follow up with customer specific application discovery session and a Scopia Demo
Presenters
Avaya Account Managers, Video Specialists, Inside Sales Team, Partners
Audience
End Users and Prospects
Industry
highlight or
relevant quote
Each slide includes
• Industry challenges
• Sample applications
A few unique
Scopia features
© 2013 Avaya Inc. All rights reserved.
• Resulting benefits
Speaker notes provide
additional background
2
Avaya Scopia Vertical Use Cases
Index of Use Cases — click to link
 Banking
 Legal
 Education
 Manufacturing
 Entertainment
 Oil & Gas
 Federal Government
 Pharmaceutical
 Financial Services
 Retail
 Healthcare
 State and Local Government
 Hospitality
 Telejustice
 Insurance
 Telemedicine
© 2013 Avaya Inc. All rights reserved.
3
Banking
*
Increasing Customer Engagement and Satisfaction
Challenges
Industry Snapshot
Rather than reinventing the teller
experience, banks should pursue
video banking as an omnichannel to
improve customer engagement.
(Video Banking, Lights, Camera, Transaction?
Celent Research 2013)
Avaya is working with the largest
manufacturer of ATMs in China to
create video teller machines (VTMs) for
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Enhance customers banking experience
Increase customer retention in highly competitive industry
Ensure compliance and keeping up to date on new regulations
Grow high-value services and revenue through branches
Applications
 Personal Banking with VIP
customers over secure video
- Subject matter experts, Trust
officers, loan officers, serve
customers at multiple branches
 Video training on new banking
services for commercial customers
banks using Scopia video and contact
*see Financial Srvcs slide
 Video ATMs and call centers
 Board & staff meetings with
regional bank presidents
 Project management and regulatory
policy updates with mobile staff
 Corporate Client meetings
 M & A negotiations
center technologies. The VTMs are
aimed at customers in branches to
Benefits and Impact
access specialized customer service
 Access experts not available at local branch
 Create new revenue streams and increase cross selling activity without over
investment in staff
 Build trust when humans are not physically available
 Video recording, streaming, archiving to meet compliance regulations if needed
 Increased collaboration results in faster, more informed decisions / actions
agents in central locations.
Scopia Value
 Recording for compliance
 Ease of use
 Elegant design
 Simplified mobile & BYOD video
© 2013 Avaya Inc. All rights reserved.
4
Education
Making the Grade with Video-Enhanced Learning
Challenges
Industry Snapshot
Biggest drivers for video-based
learning:
 Student engagement (89%)
 Blended/virtual learning (79%)
 Reduced costs (39%)
(Center for Digital Education 2013 survey to
K-12 and Higher Ed)
Eighty-five percent of education
institutions allow BYOD on their
wireless networks.
(Bradford Networks: Impact of BYOD on
Education May 2013)
Scopia Value
 Simplified mobile & BYOD video
 Unlimited free licenses
 Unprecedented interoperability
 Ease of management
 Slider review capability
 Visit Avaya in Education
© 2013 Avaya Inc. All rights reserved.
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Pressure to meet needs of student and staff while facing tight budgets
Reduced on-campus enrollment
New pedagogical styles including MOOCs and internet degrees
Equal access to education
Keeping up with technology-savvy students
Applications
 Distance Learning among school
districts, home-bound students,
campuses, corporate partners
 Virtual field trips
 Office hours
 Faculty meetings
 Emergency response
 Recruiting
 Academic research collaboration
 Expert lectures
 Professional development
Benefits and Impact
 Richer curriculum with more class offerings from academic leaders regardless
of location
 Broader reach of geographically dispersed students & corporate students
 Increased student engagement with interactive video, content sharing, visual learning
 Projects more innovative, campus-of-the-future image
 Enhanced school district collaboration and improved productivity
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Entertainment
Expanding Global Reach for Talent and Production Teams
Industry Challenges
 Need for immediate exchange of visual content and approvals from experts
at remote locations
 Effective project management among many dispersed sub-contractors and
expensive actor talent
Industry Snapshot
The industry is comprised of
more than 108,000
businesses located in every
state in the country. These
are mainly small
businesses, 85% employee
Applications
 Collaborative scripting with writers,
actors, producers, agents
 Global casting calls
 Promotional appearances
“on location” and from any
other location
 Producer reviews and funding
 Global Project Management
 Production reviews
 Mobile video marketing to
movie audiences
 Producer reviews and funding
fewer than ten people.
Benefits and Impact
Scopia Value
 High performance / value
 Dual 1080p60 for highest
quality video
 BYOD simplicity
 Easily invite others
 Full meeting moderation
 Immediate review of ‘takes’ with remote directors and producers regardless of
their location
 Shortened time to project completion
 Improved talent search globally and extended reach
 Increased creativity and faster script production via increased collaboration of
multiple specialists
 Ability to see executive’s expression when meeting /listening to new artist
© 2013 Avaya Inc. All rights reserved.
 Simplified “on location” collaboration
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Federal Government
Challenges
Industry Snapshot
Government agencies are
looking for transformative
and cost-effective solutions
that ensure citizen security,
improve productivity and
reduce expenses.
Scopia Value
 Dual 1080p video
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Enhancing the mission of protecting national security interests
Simple and secure collaboration for employees and contractors
Managing increasingly tight budgets and reducing operational costs
Reaching agency goals to dramatically reducing travel and expenses
Responding quickly to emergency situations around the globe
Unpredictable locations, devices and connectivity
Applications
 Disaster recovery and First Responders
 Virtual Situational Awareness rooms
 “Town Halls” with other agencies and
community outreach
 Distance Learning for agency staff and
military training exercises
 Video calls home to increase morale
 Telemedicine for video triage
and consultation
 Unlimited free licenses
Benefits and Impact
 Encryption and security
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 High bandwidth efficiency and
error resiliency
 Streaming and recording
 Interoperability and scalability
© 2013 Avaya Inc. All rights reserved.
 Global government meetings
 Teleworking
- One third of agencies have telework
policies in accordance with Presidential
Directives (Office of Personnel Mgmt 2012)
 Judicial arraignments and
improved security
 Visual inspections and surveillance
 Tactical Video Communications
Investment protection and improved ROI with Scopia solutions
Training demands met with distance learning from any device
Increased Situational Awareness enables informed decisions and faster response
Immediate, secure access to military and civilian subject matter experts, anywhere
Improved productivity of highly-value human resources dedicated to
National Protection
 Reduced travel costs
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 Greater oversight of distributed operations and organizations
Financial Services *
Client and Expert Collaboration for Faster Investment Decisions
Challenges
Industry Snapshot
Greater globalization,
regulatory requirements,
industry consolidation and
shrinking margins are
pressuring investment firms to
operate more efficiently.
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Securely communicate with customers in the office or on the go
Increasing customer demand for exceptional service
Diminished consumer trust as result of recent financial crisis
Greater globalization and market consolidation
Highly regulated industry with need to share time-sensitive info
 Real time client and expert
collaboration: financial advisors,
tax experts, credit officers
 Training: Educate staff and
customers on new financial
offerings without travelling
 Inter-branch communications:
a constant link between all
branch offices*
 Claim adjustors on the road *
 Portfolio reviews
Scopia Value
 Unlimited free
mobile licenses
 Real-time collaboration on
any device
 Security and recording
for compliance
*see Insurance, Banking slides
Applications
 Trading floor communication
 M & A negotiations
 Corporate Client meetings
Benefits and Impact
 Face to face personal connections with customer builds trust; ensures customer
loyalty
 Rapid response to economic and political conditions
 Real-time client and expert collaboration
 Faster customer investment decisions from personal consults
© 2013 Avaya Inc. All rights reserved.
 Lower cost to maintain top client relationships
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Day in the Life — Financial Services
Financial Advisor has a new portfolio investment he wants to
share with a high-net-worth client who is located across town.
Video for Real-time Collaboration
 The Advisor sends the client an invite with a link to join a video
call. Client clicks to join video conference from his iPad.
 Financial Advisor shares portfolio overview document with client
who has some tough questions regarding the tax implications.
 He places a video call to his tax department expert. She quickly
joins the discussion, answers the client questions and shares
spreadsheets showing the 5-year tax projections.
Results
 Real-time client and expert collaboration
 Faster customer investment decisions
 Lower cost to maintain top client relationships
© 2013 Avaya Inc. All rights reserved.
9
Healthcare
Video Collaboration Improves Teamwork and patient Care
Challenges
 Deliver timely, high-quality, specialized care to patients regardless of location
 Ensure security of sensitive medical data
 Continual education of staff, care givers, doctors
Industry Snapshot
For healthcare organizations
today, the challenges of doing
more with less – while providing
best-in-class patient care – have
never been greater.
Scopia Value
 Ease of use for doctors.
 Unlimited free licenses for
remote patients
 1080p60 video for high quality
imaging transmission
 Advanced encryption for HIPAA
 Firewall traversal and network
management ensures video
quality over public / unreliable
networks
 BYOD simplicity
© 2013 Avaya Inc. All rights reserved.
Applications
 Healthcare administration
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Meetings with campus hospitals, clinics
Board meetings, budget reviews
Staff training
R&D
 Homecare support
 Remote telehealth sessions and
medical consults with MD teams
and specialists
 Grand rounds
 Continuing Medical Education (CME)
to doctors and staff without travel
 Case consults with remote specialists
and MD teams
 Health courses to home-bound
community patients
 Crisis management
 Telemedicine*
* See Telemedicine Use Case
Benefits and Impact
 Patients benefit from visual medical diagnosis from specialists and reduced need to travel
 Home care nurses and mobile hospital workers quickly access specialists and physicians,
located anywhere
 Reduced hospital readmissions from continuity of care and remote patient education
 Effective compliance with equal access to rural communities
 Increased number of patients serviced with expanded geographic reach
 Accelerated decisions from live patient interaction and sharing documents, images,
 Reduced costs by leveraging specialists and reducing travel
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Day in the Life — Healthcare
Susan’s radiologist is reviewing her scans to prep for her
treatment that’s about to begin. There’s a node in question and
she needs to consult with Dr. Bret, who’s across town at the
main hospital.
Video Aids Timely Collaboration
She sends an instant message to the doctor with a video link to
join. They share Susan’s scans via video and determine a better
course of radiation.
 Last step, get concurrence from Susan’s oncologist who they
know is out of town.
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The radiologist texts the oncologist who sees it on her iPhone
and clicks to join the conference. They review the charts and
treatment options and together agree on the change.
The Benefits of Video
 Share documents and consult with experts in any location
 Include colleagues in full collaboration from any device
 Deliver better, more collaborative treatment decisions
© 2013 Avaya Inc. All rights reserved.
11
Hospitality
Collaboration Delivers Personalized Attention and Repeat Business
Challenges
Industry Snapshot
“Customer engagement
technologies are
contributing to guest
loyalty,
differentiation, competitive
advantage, and bottom
line.” (Tech in Hospitality)
Seventy-four percent of hotel
guests surveyed cite
impersonal treatment during
their stay as a top peeve.
(Experience Radar 2012, PWC)
Scopia Value
 Easily invite guests
 BYOD simplicity
 Sleek design
 Auto firewall traversal
© 2013 Avaya Inc. All rights reserved.
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Unique offerings are needed to attract and retain guests
High staff turnover
Balance customer services with cost pressures in a modest recovery
Grow occupancy rates
Improving hotel performance
Applications
 Video conferencing guest services
- Video to home, office, front desk
 Distance learning for new
employee orientation
 Live site visits with meeting planners
 Video interviews of global
job candidates
 Expand attendance at on-site hotel
conferences with video attendees
 Video events
 Manage global properties
 Video communications for crisis
management (natural disasters,
terrorist attacks, emergencies)
Benefits and Impact
 Differentiated , personalized guest experience with easy-to-use video service;
increased guest satisfaction and repeat business
 Reduced cost of new hire training and improved level of service from
well-trained staff
 Increased event and conference sales with face-to-face sales meetings with
remote meeting planners & video services offered
 Increased productivity of staff and management across multiple sites
 Expanded reach beyond hotel property
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Insurance
Video for Real-Time Collaboration Speeds Claim Reviews
Challenges
Industry Snapshot
Consumerization of technology
is driving insurers to enhance
product and service delivery by
streamlining back office and
providing ubiquitous access to
information through web, voice
and mobile communications.
(Insurance Trends 2012)
Bad claims experience ranks
higher than rates, as cause for
leaving current providers.
(Tower Group)
Scopia Value
 BYOD made simple
 HD video provides clear
visual reviews
 Best performance over internet
 Easily invite others
 Unlimited free licenses
© 2013 Avaya Inc. All rights reserved.
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Enhance experience of policyholders
Speed claim resolution
Ensure regulatory compliance
Manage effectively remote staff and agent network
Accelerate delivery of new products and services
Applications
 Claim reviews with customer, remote
experts, adjustors, litigators, and speed
process on any (mobile) device
- Share documents, claim
submissions, accident photos
 Video contact centers improve
customer intimacy and loyalty
 Distance learning on new services
and processes
 Disaster recovery and response
 Remote expert witness testimonial
via video
Benefits and Impact
 Accelerated claims process to days vs. weeks
 Increased customer satisfaction
 Personal contact with agents and customers without even local travel
 Leveraged skilled appraisers and subject matter experts for claim
estimates, meeting with corporate clients
 Lower cost and increase frequency of training
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Day in the Life —Insurance Claims
Video for Real-time Collaboration, replacing traditional face to face interaction
 Incident reported, assigned to claims representatives for evaluation
and resolution
 The claims representative sends the client an invite with a link to join a video
call. Client clicks to join video conference from his PC, iPad, or Smartphone
 Claims representative shares claimant information document, addressing
client questions regarding their recently submitted insurance claim
 Evaluations regarding physical injury/status, as well as witness credibility
take place
 Additional SME resources added to conversation (via audio or video) as
needed, including translators, additional affected parties, witnesses, etc…
providing answers the client questions and sharing any documents required
to expedite/assist settlement
Results
 Better than expected customer adoption rate; 55% of
customers accept video invitation
 Expected to improve customer loyalty and retention as a result
of face-to-face video communications
© 2013 Avaya Inc. All rights reserved.
14
Legal
Increased productivity and enhanced client service
Challenges
Industry Snapshot
Powerful mobile devices,
software-as-service and secure
web-based technology allow legal
professionals to work from virtually
anywhere. Virtual law offices
provide an alternative method of
practicing law that permit flexible
work hours and better work/life
balance for legal professionals…”
Business Insider “Trends Reshaping
Legal Industry” Aug 2012)
Scopia Value
 Free licenses for clients
 Security and recording
 BYOD simplicity
 Embedded multiparty collaboration
 Presentation “Slider” review
capability
 Video Solutions specifically for
SME
© 2013 Avaya Inc. All rights reserved.
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Legal counselors needed in multiple locations at same time
Need to maximize billable hours
Faster processing of caseload
Access to subject matter experts
Every increasing client expectations while managing costs of service
Competing for best talent
Applications
 Remote client / lawyer consultations
 Consultations with subject matter experts (IP, import/export, labor, etc.)
 Contract negotiations with suppliers, M&A teams, etc.
– Visual review of evidence, spreadsheets, photos, etc.
 Telecommuting for paralegals, attorneys and teams
 Virtual law firms with specialty focus
 Expert witness interviews
Benefits and Impact
 Increase revenue stream with broader geographic reach and increase in billable hours
 Faster, more informed processing of cases due to access to specialists, live visual
reviews, increased communication with clients
 Increased staff productivity
 Face-to-face video interviews allow lawyers to select best expert witnesses based on
gestures, demeanor, etc.
 Recorded video meetings for future reference and compliance
 Reduced costs by eliminating unnecessary attorney travel
 Easy access for clients on any device, mobile phone, tablet
 Improved work / life balance and staff retention
15
Manufacturing
Speeding Time to Market and Enhanced QA
Industry Challenges
 Challenges related to operational efficiencies
 Managing teams and offshore production sites dispersed around the world
Industry Snapshot
Manufacturing companies are
positioning themselves for a
new era of growth driven by
innovation, collaboration
across the value chain, and
rapidly changing
manufacturing and decision
support technology
(KPMG Global Manufacturing
Outlook report 2013)
Scopia Value
 Dual 1080p60 for highest
quality video
 Bandwidth efficiency
 Unprecedented
interoperability
 Slider review capability
 Share desktop, documents,
apps, and SMEs
© 2013 Avaya Inc. All rights reserved.
 Greater efficiencies needed to deliver products on time and below budget
Applications
 Global project management with
access to subject matter experts
 Remote product validation tests
and QA
 Off-shore manufacturing support and
outsourced operations
 Product design and packaging reviews
 Sharing of AutoCAD drawings
 Remote product inspections and
production line troubleshooting
 Distance Learning / Training
Benefits and Impact
 Access to extended staff and suppliers accelerates decision making
and time to market
 Improved quality assurance with visual inspections
 Subject matter experts now accessible to multiple plants for training, project reviews,
emergency response
 Video links plants, QA teams and HQ together, regardless of location
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Day in the Life — Manufacturing and Services
Traditionally, a large trained and skilled service staff is scheduled
and dispatched to fix customer outages. If not resolved, customer
waits for a more senior tech to arrive.
Video Collaboration Speeds the Recovery
 The customer or the onsite service staff calls service company
HQ for a video consult with a senior technician, who can also get
the supplier on the video call as well.
 Whether in the office, mobile or at another site, the senior
technician or supplier rep sees the problem and guides the onsite
technician through a few steps to solve the problem.
 The facility is back online and in production faster — and more
likely to use the same service firm again.
Results
 Customers are happier, back online sooner, save money
 Staff services more customers, increase sales and margins
 Company offers remote assistance service with high margins
 Increased customer satisfaction and vendor recognition
© 2013 Avaya Inc. All rights reserved.
17
Oil and Gas
Collaborating Globally to Improve Efficiencies and Output
Challenges
 Global supply and demand trends for oil and gas are up through 2017
resulting in an ongoing need for fast, efficient communications*
 Quality assurance policies and procedures need to be developed and
enforced to reduce the possibility of production downtime.
 Shortage of skilled workers; demand for continual, timely training
Industry Snapshot
Oil and gas employees
surveyed rated video
conferencing as the most useful
social tool.
(Digital Energy Journal 2013)
Scopia Value
 Network Management and
Firewall Traversal ensure video
quality over public/unreliable
networks
 Comprehensive Management
Tools
 Open Architecture
 Need to expand markets far beyond geographic boundaries on a
global scale
Applications
 Connect office staff, oil rig, field
workers instantly
 Disaster prevention & recovery
 Video recruitment for new
employees and offshore partners
 Telemedicine / telehealth
 Diagnose and handle repair
issues remotely
 Video calls home for staff on longterm engagements
 Training to maintain
up-to-date skills
Benefits and Impact
 Access to subject matter experts ensures more informed decisions
 Improved quality of healthcare
 Dramatic cost reduction from reduced travel and unnecessary rig evacuations
*Booz & Co. 2013 Oil & Gas Industry
Perspective, December 2012
 Expanded pool of new employees regardless of location
 Ability to provide just-in-time, effective distance learning on new procedures
© 2013 Avaya Inc. All rights reserved.
18
Pharmaceutical
Accelerating Time to Market
Challenges
 Extremely high cost to bring new drug to market with low success rate
- 95% of the experimental medicines studied in humans fail
 Need to shorten time to market to increase sales
 Emerging legislation may increase regulations and costs
 Highly dispersed with global facilities, experts, manufacturing, HQ
Industry Snapshot
Applications
 Global R&D project teams and
review meetings
 Package design and marketing
campaign review
 Video CME to doctors
million; large pharmaceuticals
 Tele-detailing to doctor offices,
hospitals, clinics
working on dozens of drugs
 Budget reviews
 Crisis management and
business continuity
at once spend $5 billion per
 Manufacturing production line
troubleshooting and QA
 Clinical trials with patients for
visual observation
The cost of getting a single
new drug to market is $350
new medicine. (Forbes 2013)
Benefits and Impact
Scopia Value
 Streaming and recording
 Team collaboration and access to experts shortens time to market and
increases revenue
 Advanced security
for HIPAA
 More personal connections with doctors and pharmacists via tele-detailing means
increased awareness and scripts
 Auto firewall traversal to
remote locations
 Video emergency response in place for communication with FDA, CDC, press etc
 Eliminates downtime of production line
 Faster, more informed decisions by executives, R&D, clinicians, marketing
© 2013 Avaya Inc. All rights reserved.
19
State and Local Government
Serving the Community with Effective Video Collaboration
Challenges
 Continued pressure to serve diverse and growing community more effectively
 Increase in government regulations and mandates
 Pressure to decrease costs while maintaining level of services
Industry Snapshot
Budgets are down, demand
for services is up, there’s
constant pressure to reduce
operational costs and
improving employee
productivity is imperative. In
this rocky, challenging
environment, governments
are looking for transformative
and cost-effective solutions
that deliver on promise.
Scopia Value
 Ease of Use
Applications
 Community outreach and
town hall meetings
 Training and education to citizens and
staff regardless of location
 Judicial video arraignments,
depositions, telemedicine
 Emergency Response for community
and first responders
 Interagency Communications
Benefits and Impact
 Improved reach of message and services to citizens regardless of location
 Ability to meet with and leverage subject matter experts and
department resources
 Open Architecture
 Business continuity platform for emergency response, inclement
weather, teleworkers
 Simplified video BYOD
 Decreased cost of unnecessary travel and better leverage of staff
 Value pricing /High performance
© 2013 Avaya Inc. All rights reserved.
 Increased security from video judicial applications
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Telejustice / Remote Arraignments
Streamlining Processes and Improving Productivity
Challenges
 Agencies at all levels face ever-shrinking budgets
Industry Snapshot
 Caseloads are increasing
The Georgia Council of Superior
 Processes need to improved efficiencies
Court Judges is attempting to hear
 Security costs are on the rise
cases with 70 fewer judges after a
state-mandated 6% budget cut.
Applications
 Expert testimonials
 Psychiatric Evaluations
The Michigan Department of
 Judicial consideration of appeals
Corrections reduced time to render
 Attorney case load management
from multiple courthouses
 Testimonies from remote
witnesses and experts
a decision from two weeks to
 Family visitations
two days.
(Spectracom Group, Telejustice at Work)
Scopia Value
 Ease of Use
 Security
 BYOD video support for access
to lawyers / witnesses
 Recording and streaming
© 2013 Avaya Inc. All rights reserved.
Benefits and Impact
 Improves security and lowers costs by eliminating inmate transportation
 Reduces case backlog, improves attorney case load management
 Eliminates wasted travel time, lowers overtime costs
 Speeds adjudication process
 Allows for remote visitation of inmates by distant family members and children
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Telemedicine
Improved Patient Care, Anywhere
Challenges
Industry Snapshot
The global telemedicine market
was $11.6 billion in 2011 and will
almost triple to $27.3 billion in
2016 — an 18.6% CAGR.
(Information Week, March 2012)
“Typically if someone needs more
specialized care, you would have to
travel 25 miles and it would cost one
to two weeks’ salary to get there.
Imagine how life-changing
telemedicine can be for a community
like this.”
Dr. Stavros, Florida State University
Scopia Value
 Telemedicine cart with
video peripherals
 HD video for high quality
data transmission
 Advanced encryption for HIPAA
 Network management tools
ensure high video quality over
public/unreliable networks
© 2013 Avaya Inc. All rights reserved.
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Deliver quality care to patients regardless of location
Provide remote access to specialists during complex procedures
Shortage of primary care physicians and specialists
Manage increasing costs
Applications
 Telemedicine – connects specialists
with remote patients
 Telestroke – consultation by stroke
experts saves lives with immediate
diagnosis
 Grand Rounds
 Tele-psychology
 Educate rural primary care providers
on medical specialties
 Real time consults during surgery
 Increased collaboration among
network doctors, hospitals, clinics
 See more at Avaya healthcare
microsite
Benefits and Impact
 Improved quality of healthcare leveraging remote experts while patient receives care
from local doctor or clinic
 Reduced travel expenses for patient and doctors
 Improved quality of patient examinations and treatment
 Increased number of professional consultations and number of patients served
 Simplified procedures for establishing meetings and consultations
 Improved decision making
 Faster, better collaborative treatment decisions
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