Seminarium # 2
AVAYAS
PRODUKTPORTFÖLJ
Tomas Wangdell
Aronsborg 21-22 April 2010
Key Topics
Leadership
Vision
Portfolio
Strategy
Roadmap
Global Unified Communications market leader
uniquely focused on enterprise communications
No boundaries – driving productivity and
accelerating business across the enterprise
Protect existing investments
Extend with new applications and value
Grow into future enterprise-wide architecture
Evolutionary path for every customer
© Avaya Inc. 2010. All rights reserved.
2
Providing a Roadmap for Every Customer
Protect
Extend
Grow
 Upgrade vs. Rip &
 SIP Platform
 Next Generation
Replace
 Ongoing & Richer
Support
 Investment Protection
 New Device Support &
Communications
Platform
 Breakthrough
Capabilities
 Avaya and 3rd Party
Applications
Common UI
 Simplified SOA
Applications
Development
© Avaya Inc. 2010. All rights reserved.
33
Enterprise
Roadmap Evolution Principles
 Avaya Aura™ as a core component, expanded with new
technologies
– Accelerating application & services integration toolkit
– Expanding communications enablement of business apps
 Rich integration into Avaya Aura™ for NES and Avaya
Core Telephony Systems Providing Investment Protection
and Added Value
 Evolve Customers Smoothly to a Single Advanced
Next-Generation SIP-based Contact Center Platform
 Continue the Current Data Networking Roadmap
© Avaya Inc. 2010. All rights reserved.
44
Unified Communications Roadmap Strategy
Commitment to open
multivendor solutions
Interaction
Solutions
Collaboration
Solutions
Performance
Analytics
Avaya Agile Communication Environment (ACE)
Application & Services Integration
Voice/Video
Services
Presence
Services
System
Manager
Evolve to common collaboration
and messaging applications
ACE accelerates Avaya Aura™
business application integration
Integrate AS 5300 SIP services,
CS 1000 “NRS” into Avaya Aura™
Session Manager
Leverage common Avaya Aura™
Presence and Instant Messaging
Data
Infrastructure
Communications
Infrastructure
Deskphones
Evolve to common
management and analytics
Clients
Video
Endpoints
Extend & grow current CS, CM
and leverage data networking
Evolve to common SIP phones,
clients, video solutions
© Avaya Inc. 2010. All rights reserved.
5
Avaya Product Lifecycle Policies
All current UC products are available for sale throughout 2010
The only UC end-of-sale to be announced in 2010 is NMC and MCS 5100
Any future end-of-sale for any product will have at least 9 months notice
Products have 6 total years of support following any end-of-sale
Years
End of Sale
Announcement
minimum
9 months
1
2
3
4
5
6
End of Product
Orderability
End of
Manufacturers
Support
(Software)
Extended Software Support
(optional, for purchase)
End of
Manufacturers Extended Hardware Support
Support
(optional, for purchase)
(Hardware)
End of
Extended
Support
End of
Extended
Support
© Avaya Inc. 2010. All rights reserved.
6
The Markets We Serve
UC
CC
Data
Services
Small & Medium
Enterprise
Enterprise
Midsize Enterprise
© Avaya Inc. 2010. All rights reserved.
77
Key Topics
Leadership
Vision
Portfolio
Strategy
Roadmap
Global Unified Communications market leader
uniquely focused on enterprise communications
No boundaries – driving productivity and
accelerating business across the enterprise
Protect existing investments
Extend with new applications and value
Grow into future enterprise-wide architecture
Evolutionary path for every customer
© Avaya Inc. 2010. All rights reserved.
8
The Markets We Serve
UC
CC
Data
Services
Small & Medium
Enterprise
Enterprise
Midsize Enterprise
© Avaya Inc. 2010. All rights reserved.
99
Unified Communications Roadmap Strategy
Protect
Extend
Grow
 Continue to benefit with  Integrate current systems  Evolve to an open and
existing systems
 Upgrade to current
SIP-ready releases
 Richer support and
professional services
into Avaya Aura™
flexible enterprise-wide
real-time architecture
 Immediate simplification
and cost savings
 New innovations driven
with combined investment
 Share SIP-based
applications across all
 Industry-specific solutions
users and locations
© Avaya Inc. 2010. All rights reserved.
10
Evolutionary Path for Every Customer
Legacy Meridian
Apps
Apps
Apps
CS 1000
MCS 5100
BCM/SRG
Branches
Avaya Aura™
Service
Providers
CS 2100
SL-100
AS 5300
Communication
Manager
Legacy DEFINITY
All current systems can be SIP connected
Integral 55
Lower costs, accelerate new application
deployment, and serve customers everywhere
(Germany/EMEA)
Multivendor
Protect … Extend … Grow
© Avaya Inc. 2010. All rights reserved.
11
CS 1000 Roadmap
Today
12 Months
18-30 Months
Avaya Aura™
Application & Services Integration
Voice/Video
Services
Presence
Services
System
Manager
Session Manager
CS 1000 R7
CS 1000
Extend value with Avaya Aura™
 Compelling ROI
 Shared SIP Applications
 Common User Interfaces
Upgrades and Extensions
BCM branches
CS 1000
BCM branches
CS 1000 R6 (today)
SIP-based
Access
 1100/1200 SIP phones
Avaya Aura™ ready
upgrade
Meridian
Continue to add CS 1000 phones and systems
© Avaya Inc. 2010. All rights reserved.
12
CS 1000 Roadmap
Today
12 Months
18-30 Months
Avaya Aura™
Integrate and extend
CS 1000 R6 (today)
Integrate and extend
CS 1000 R7
Upgrades and Extensions
upgrade
Meridian
 Upgrade to R6 for features,
 New customer features,
support and latest SIP
 SIP-integrate with Avaya
Aura today, leverage ACE
 Upgrade BCM/branch to SIP
 Lower multivendor costs
 Centrally deploy shared UC
and customer service apps
 Meridian upgrade to CS
1000 or add SIP gateways
common Presence and IM,
deeper NRS integration
within Session Manager
 Add new users, lines, any
type of phone as needed
 1100/1200 SIP phones will
become Avaya Aura ready
Grow with Avaya Aura
 Distributed SIP architecture
 Context-aware, any-media
 Common UC applications
and clients across portfolio
 Communications enabled
business applications
 Consistently serve
customers everywhere
© Avaya Inc. 2010. All rights reserved.
13
Evolutionary Choices
Add New Systems/ Lines
ACM
CS 1000
Integrate into Avaya Aura™
Voice/
Video
Services
Presence
Services
System
Manager
Session Manager
CS
1000
ACM
CM
CS 1000
TDM & IP Phones
Tactical
Tactical
Strategic
© Avaya Inc. 2010. All rights reserved.
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Messaging Roadmap
Today
12 Months
18-30 Months
Common
Octel
Collaboration
Solutions
continue to migrate
Modular Messaging
upgrade
Call Pilot
Next Generation
Unified Messaging
Meridian Mail
HMS for Hospitality
Continue value today
 Call Pilot, HMS
 Modular Messaging aids consolidation
 Meridian Mail and Octel migration choices
Grow into common unified messaging
 Natural upgrade path
© Avaya Inc. 2010. All rights reserved.
15
Messaging Roadmap
Today
12 Months
18-30 Months
Octel
continue to migrate
Modular Messaging
Next Generation
Unified Messaging
upgrade
Call Pilot
Meridian Mail
HMS for Hospitality
Continue with Call Pilot, add
Ongoing releases provide
Natural upgrade path for all
users as required
Continue with Modular
Messaging, add users as
required
Move from Meridian Mail to
Call Pilot or Modular
Messaging
Continue HMS for
hospitality market
new functionality and
continued support
Leverage SIP integration
Consider messaging
consolidation with shared
Modular Messaging to lower
costs
customers to next-gen SIPbased solution
Consistent user
experiences with all TUI
interfaces available
Common investment in
future capabilities
© Avaya Inc. 2010. All rights reserved.
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Conferencing and MCS Roadmap
Today
12 Months
18-30 Months
Common
Collaboration
Solutions
Meeting Exchange
NMC and MCS 5100 for Conf
Common
support
Clients
Video
Endpoints
Common UC clients & apps
MCS 5100 for UC with CS 1000
Meeting Exchange is path forward
 Richer conferencing, higher scale,
multivendor web collaboration
support
Common UC Experiences
 SIP-based solutions across portfolio
© Avaya Inc. 2010. All rights reserved.
17
Conferencing and MCS Roadmap
Today
12 Months
18-30 Months
Meeting Exchange
NMC and MCS 5100 for Conf
support
Common UC clients & applications
MCS 5100 for UC with CS 1000
 Meeting Exchange delivers
•
•
•
•
•
•
Richer conferencing
Scheduling/management
Higher scale
Web collaboration
Microsoft, IBM, Adobe
Avaya Aura SIP-ready
 Continued support for NMC
(and MCS 5100 conferencing)
 MCS 5100 for UC available
for CS 1000 customers
support
 Meeting Exchange is path
 Common investment in a
forward for new and NMC
 Use Avaya Aura to deploy
Meeting Exchange across
many locations & systems
 Evolve MCS over time to
common cross-portfolio
Avaya one-X® UC clients
and applications with
common presence and IM
single SIP-based UC,
conferencing and
collaboration platform
 Tighter integration of video
solutions within broader
collaboration portfolio
 UC feature growth also
benefits from AS 5300
technology integration with
Avaya Aura
© Avaya Inc. 2010. All rights reserved.
18
The Markets We Serve
UC
CC
Data
Services
Small & Medium
Enterprise
Enterprise
Midsize Enterprise
© Avaya Inc. 2010. All rights reserved.
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Vision - Evolution to CONTEXT based
Customer Service
Standalone
Voice based
Call Centers
Distributed
Multichannel
Contact Centers
CONTEXT
based Customer
Service
Value of any interaction is defined by its context
© Avaya Inc. 2010. All rights reserved.
20
Vision - Next Gen Context based
Customer Service
 Streamlines information, processes, and communications
Anticipate
real time persistent context for proactive engagement
Automate
communication enabled business systems for effective
voice and web self service transactions
Accelerate
optimize agent, expert, self service interactions across
channels for efficient operations
 Providing consistent and high value end customer
engagement
 Fueling sustainable business growth
© Avaya Inc. 2010. All rights reserved.
21
Roadmap Strategy - Protect, Extend, Grow
Protect
 Upgrade path to current
Extend
Grow
 Multi-Channel SIP Contact
 Joint technologies deliver
releases
Center with Avaya Aura™
Next Generation Context
Center
 Protect Investments in
 Intelligent Customer
products and existing
Routing for enhanced self-  Evolve to enterprise-wide
applications
service
open and flexible real-time
architecture
 Maintain integrity of
 New applications
operations and processes
leveraging current open
 Plug into larger ecosystem
standards
of developers and partners
 Rich support and
with Avaya Aura™ and ACE
professional services
© Avaya Inc. 2010. All rights reserved.
22
Context Center Roadmap
Today
12 Months
Avaya Intelligent Customer Routing (ICR)
18-30 Months
ngcc
TM
extend
Upgrades and Extensions
Avaya Call Center Elite
ngcc
TM
Avaya Interaction Center (AIC)
NES Contact Center
ngcc
TM
Straight-forward upgrade to NGCC for NES Symposium
and NES Contact Center customers
NGCC is path for SIP Multi-Channel Contact Centers for Mid
Market in 2010 and Enterprise in 2011
 Avaya CC Elite: mission
 Avaya CC Elite to NGCC stepping
 In addition to multi-channel,
critical voice
 Voice Portal First /ICR:
enhanced self-service &
CAPEX reduction
stones: SIP trunks, ICR, Avaya
one-X® Agent 2.0
 Infrastructure & interoperability
investment protection with Avaya
AuraTM
NGCC path forward
expands to also support
7 x 24 critical and voice-only
operations
 Partner and Avaya Advisory
and Implementation
Services
© Avaya Inc. 2010. All rights reserved.
23
Enterprise
Context Center Product Transition Summary
CC 5.2
(one-X® Agent 2.0)
CC 6.0
CC 7.0
(one-X® Agent 3.0)
Interaction Center
7.2
AIC 7.3
NGCC R4
NGCC R3
Midmarket
Intelligent
Customer Routing
CC 7.1 / CC 7.1
Express
Today
(Reporting, Agent
Desktop)
ICR 1.5
NGCC R1
NGCC R2
(Reporting,
Agent Desktop)
(Reporting,
Agent Desktop)
May
2010
Nov
2010
May
2011
Nov
2011
(Reporting, Agent
Desktop)
May
2012
© Avaya Inc. 2010. All rights reserved.
24
Performance Solutions Roadmap
Today
12 Months
Avaya IQ
18-30 Months
Avaya
Performance
Center
NES CC Reporting
ngcc
TM
Avaya Work Force Optimization
upgrade
NES Contact Recording and Quality Management (CRQM)
Avaya Call Management System (CMS)
Avaya one-X® Agent
NES CC Agent Desktop (CCAD)
 Initial NGCC release: CC
Reporting and Agent
Desktop
Upgrades and Extend with APC
NGCC Agent
Desktop
 Avaya CMS: Extend with Avaya
Performance Center actionable
insights
 Avaya Performance Center
supports CC Reporting
consolidation
ngcc
TM
 Avaya Performance
Center, Avaya WFO,
NGCC are path forward
© Avaya Inc. 2010. All rights reserved.
25
Self-Service Roadmap
Today
12 Months
18-30 Months
Avaya Proactive Contact
ngcc
TM
Avaya Voice Portal (Dialog Designer) + Proactive Outreach
Customer
Experience
Portal
upgrade
NES Interactive Communications Portal (ICP/SCE)
Extend and transition applications
support
NES Media Processing Server (MPS)
Voice Portal is path forward
 Leveraging ICP, NES Media Application Server
(MAS) and Service Creation technology in
Voice Portal & Customer Experience Portal
 Avaya Voice Portal (Dialog
Designer): new Self-Service
Applications
 Avaya Proactive Contact:
new Outbound Dialer
systems
Open Standard Service Creation
 New and existing VXML/CCXML based
applications run on Voice Portal
 Avaya Proactive Outreach
Manager: multichannel customer
care
 Customer Experience
Portal: Multichannel
Inbound / Outbound
 Voice Portal & ICP:
Straight-forward upgrade
© Avaya Inc. 2010. All rights reserved.
26
Self Service
Reporting & Analytics
Context Center Product Transition Summary
Call Management
System (CMS) 16
CMS 16.1
IQ 5.0
IQ 5.1
WFO 10.0
Voice Portal/Dialog
Designer 5.0
Voice
Portal 5.1
Proactive Contact
4.1.2
PC 5.0
(POM 2.0)
Avaya
Performance
Center 6
WFO 10.1
WFO 11.0
Customer
Experience
Portal 3.0
(POM 3.0)
MPS 3.5
Today
APC 6.1
Customer
Experience
Portal 4.0
MPS 4.0
May
2010
Nov
2010
May
2011
Nov
2011
May
2012
© Avaya Inc. 2010. All rights reserved.
27
The Markets We Serve
UC
CC
Data
Services
Small & Medium
Enterprise
Enterprise
Midsize Enterprise
© Avaya Inc. 2010. All rights reserved.
2828
Avaya Data Networking High Level Strategy
 Adopt current data networking
product roadmap
 Support Plug & Play Communications
vision
 Leverage Avaya relationships to grow
customer and reseller base
 Launch an independent Data
Networking overlay sales force
 Continue to message Avaya Data as
a better alternative to Cisco
© Avaya Inc. 2010. All rights reserved.
29
The Markets We Serve
Ethernet
Switching
Wireless
Networking
Unified
Branch
Access
Control
Unified
Management
Branch
& Remote
Enterprise
Campus
Data Center
Continuing aggressive investment in the Portfolio
© Avaya Inc. 2010. All rights reserved.
3030
Avaya’s Unique Value Proposition
Dependable
Efficient
Cost
Effective
Intelligent components &
designs, powerful networking
that can be fully trusted to
deliver
Improving the effectiveness of
a business by creating a
simpler & more effective
network
Networking that is
deterministic & optimised, and
one that delivers superior
value for money
 Up to 7X better resiliency
 100% Call Completion even during
failure scenarios
 Up to 20X better performance
 Pioneered best-practice design,
saving 1/3 equipment
 Up to 50% better TCO
 Up to 40% more energy-efficient
© Avaya Inc. 2010. All rights reserved.
3131
The Markets We Serve
UC
CC
Data
Services
Small & Medium
Enterprise
Enterprise
Midsize Enterprise
© Avaya Inc. 2010. All rights reserved.
3232
The Connected Enterprise
End Users
Productive
Interaction
Interaction is
intelligent, adaptable
& personalized
Avaya Agile
Communication
Communications Environment (ACE)
Infrastructure
protected, leveraged
into new value
Intelligent
Automation
Collaborative
Engagement
Applications
Agility, Enhanced
Customer Service
© Avaya Inc. 2010. All rights reserved.
3333
Avaya ACE Integrates your Communications
and Business Applications
IT Standard Interfaces (Web
Services, Plug ins…)
Avaya ACE software
provides developer
toolkits and applications
that allows:
 Flexibility at the desktop
 Integration to 3rd party
business applications
 Custom or packaged
applications
Robust Exposed
Services:
Communication Standard
Interfaces (SIP, CTI…)
Unified context and
presence
Composite Applications
IT Toolkit for simplified app
development
© Avaya Inc. 2010. All rights reserved.
3434
Avaya ACE Applications for UC Desktop
UC Desktop (Microsoft, Lotus)
Savings of $300/user/yr on travel
and conferencing
Mobile Cost
Optimizer
Corporate Portal
Call Charge
Savings of
$540/user/yr
Time Savings
$1500/yr/employee
Challenge:
 Increase social networking, real
estate savings for a global, mobile,
knowledge-based workforce.
Solution:
 UC Desktop with IBM Lotus, HSBC
Corporate Portal and ACE Hot
Desking.
 Integrate Nortel, Cisco and Tandberg
solutions federated in four regions.
Results:
 Employee productivity increased.
 Reduced travel costs.
© Avaya Inc. 2010. All rights reserved.
3535
Entry Level UC Desktop
Web Browser Add-In
 Embed UC functionality into external
and internal web pages (ERP, HR, CRM,
etc.)
 Highlights email addresses and phone
numbers on web pages
 Without requiring OCS, Sametime,
users can:
– Click-to-call control of PBX phone from
Web Browser
Add-In
highlighted email addresses and phone
numbers
 With OCS 2007, users can additionally:
– See users presence status and click to
communicate – call, IM, email
 Saves time by not having to dial the
phone, address an email, or find an IM
contact
© Avaya Inc. 2010. All rights reserved.
36
Summary and Next Steps
 Protect your investments, simplify and lower
Summary
TCO with upgrades and on-going support
 Extend business value with new SIPconnected productivity applications and
accelerate business processes with ACE
 Grow at your own pace into the Avaya Aura™
enterprise-wide architecture and enhanced
collaboration and customer service solutions
 Adopt current releases,
Next Steps
become SIP-ready
 Incrementally add “self
funded” application value
 Start detailed discussions
with Avaya and partners
PLUG & PLAY COMMUNICATIONS
© Avaya Inc. 2010. All rights reserved.
37
Tack !
tomas@avaya.com
© Avaya Inc. 2010. All rights reserved.
38