Avaya Self Service Solutions
Enterprise Ready to Serve
Name
Avaya
© 2007 Avaya Inc. All rights reserved.
Avaya – Proprietary & Confidential. Under NDA
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Agenda
Enterprise at the Service of the Customer
How does Self Service Fit?
– Value of speech self service
– Call center integration
– Leveraging web integrations
Streamlining application development
– Dialog Designer
Future-Proof your Organization
© 2007 Avaya Inc. All rights reserved.
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Intelligent Communications
Embrace Opportunities of Change
Optimize your business
by embedding communications
into the fabric of business
processes
Optimize your customer
relationships globally across all
points of contact
Optimize your people
wherever they are, across devices
and interfaces
Optimize the connections of
your people, customers and
processes
A strategic, business-focused, approach to communication
delivering competitive advantage today
© 2007 Avaya Inc. All rights reserved.
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Vision
Enterprise at the Service of the Customer
Business communications, contact center practices,
business processes and functions merge
Incorporate, align extended enterprise to serve
customers
Contact Center
Agents
Customers
Workers Serving
Customers
Enterprise Workers
© 2007 Avaya Inc. All rights reserved.
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Self Service Vision - Delivering a
Consistent Customer Experience
Seamless user experience across all channels
Web / IVR applications complimentary
Voice Self Service
Web Self Service
Data
© 2007 Avaya Inc. All rights reserved.
Live Agents
Applications
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Avaya Leadership in Voice Self Service
•Customer driven
•Leading market presence
•Award-winning, standards-based technologies
Best Enterprise
IVR Platform
Worldwide 2004,
2005, 2006
© 2007 Avaya Inc. All rights reserved.
“The ability to easily
move to IP and
Natural Language
Speech played a key
role in our decision
to choose Avaya
Interactive
Response…The
system delivers
efficiencies we can
benefit from today
with flexibility for
future integration.”
Jim Turley,
VP
KeystoneMercy
Avaya Promoting Member
Avaya – Proprietary & Confidential. Under NDA
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Business Challenge: Maintaining the Best
Customer Relationship at the Lowest Cost
Delivering on service day-in and day-out (7x24x365)
– Pleasing experiences (low “emotional tax” on customers)
– Consistently (call to call; challenging with agents)
– Reliably (always available to answer the call)
Delivering on Innovation and Brand
– Innovating and delivering new services ahead of competition
– Deploying in profitable markets
Total Cost of Ownership
– Procurement
– Operations
– Profitably
© 2007 Avaya Inc. All rights reserved.
Avaya – Proprietary & Confidential. Under NDA
77
How Voice Self Service Fits
Improves customer satisfaction and retention
– Lower hold times, 24X7 access, “what I want when I want it”
– Less time in queue
– Increased system usage
Allows for higher agent productivity and efficiency
– Focus on higher value tasks
– Focus on high value customers
– Less time per call
Reduces costs and increase margins
– Fewer agents, reassign key talent
– Reduction from $5 per call to $.30 per call
– Reduced call times
© 2007 Avaya Inc. All rights reserved.
Avaya – Proprietary & Confidential. Under NDA
88
Speech Technologies Deliver Cost Saving
Process Automation Customers Delighted to Use
Agents
Service
Complexity
Speech
applications
Offshore
Agents
Touch-tone
system
Cost per call
Dynamic, higher quality customer experience
Compelling return on investment
Lower cost alternative to agent options
© 2007 Avaya Inc. All rights reserved.
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99
Example Speech Applications Automating
Routine Tasks: Change of Address
For a typical service company…
…20% of their customers on
average will have to go through
a change of address process
each year. 1
ROI:
(cost of implementation)
(# of calls/month) x (Cost per agent assisted call –
cost per automated call) x (% automation)
Example: 10,000 calls a month pays for a $200K system in 6 months
(assuming $5/call agent assisted, $0.5/call self service, 80% success)
© 2007 Avaya Inc. All rights reserved.
Avaya – Proprietary & Confidential. Under NDA
James Jasper, Restless Nation1
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IT Challenge: Responsive to Always Changing
Business Demands and Needs
Delivering on a common, adaptable business
architecture
– Service Oriented Architecture (SOA) and web
deployment model
Gaining and delivering business understanding as
a partner with business teams
– Gaining understanding in best practices
Ready for the future today
– Innovation and rapid prototyping
© 2007 Avaya Inc. All rights reserved.
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Benefits of a Common Architecture
Applications leverage web investments and
architectures
Web Application Servers
Web Self Service
Data
Avaya IR / Voice Portal
Voice Self Service
© 2007 Avaya Inc. All rights reserved.
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Benefits of a Common Architecture
Common data / application integration
Common tooling
– Across the web
– Across the contact center
Common administration and reporting
Common skills
Common hardware
Common software
© 2007 Avaya Inc. All rights reserved.
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Self Service Portfolio Overview
Traditional IVR: TDM-based software: Interactive Response
–
–
–
–
Solaris SPARC hardware with Solaris OS
VoIP “out of the box”, NMS telephony boards for traditional PSTN
Integrates to speech technologies from Nuance (ScanSoft) and IBM
Turnkey package available with Sun/NMS hardware
Web-based self service: IP-based software: Voice Portal
–
–
–
–
Linux servers
Leverage existing web applications and IP infrastructure
Integrates to speech technologies from Nuance (ScanSoft) and IBM
Turnkey option on Avaya Communication Manager S8500 hardware
Next Generation Eclipse-based tooling: Dialog Designer
– Rich, tooling environment based on open Java standard Eclipse
– Common tooling between Interactive Response and Voice Portal
– Developers “plug in” to environment, leveraging existing tooling and
methods
© 2007 Avaya Inc. All rights reserved.
Avaya – Proprietary & Confidential. Under NDA
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Interactive Response 3.0 Benefits at a Glance
Stand-alone traditional IVR
Eliminate worry of choosing the wrong
platform
“Migration Platform”
– Native support for legacy
“Telephony Application Script”,
Conversant applications
– Native support for VoiceXML
2.1 applications
– Common VoiceXML 2.1
Certified Browser
– Common VoiceXML 2.1 Tooling:
Dialog Designer
– Common licensing from IR to
Voice Portal
– Allows Conversant customers
to move into
VoiceXML/speech applications
when ready
Speech-enable Web services and
applications
– Ideal for when TDM
connectivity needed
IP migration to next generation networks
© 2007 Avaya Inc. All rights reserved.
Open integration with leading speech
technologies
Application performance monitoring and
management
Avaya – Proprietary & Confidential. Under NDA
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Voice Portal 4.0 Benefits at a Glance
Simpler to manage and administer
– Multiple Voice Portal cluster management for one stop
management
– Centralized Reporting for multiple clusters provides better planning
views
Easier to design and deploy new services
– New outbound applications through multi-platform Web services
– Advanced call control applications support applications beyond
basic Directed Dialog
Built and run on open standards
– All components run on Red Hat Linux Enterprise Edition 4.0
– SIP, CCXML, VoiceXML 2.1, Web Services, MRCP
© 2007 Avaya Inc. All rights reserved.
Avaya – Proprietary & Confidential. Under NDA
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Voice Portal 4.0 Benefits (continued)
Reliability, manageability, security
– Secure transcription reports for sensitive customer data
– Secure solutions from Caller to Datacenter
Simpler to buy, expand, migrate
– Software Only or Bundled Server Offers
– Highly scalable licensing including Enterprise Wide License
Support
– License transparency preserves software investments
© 2007 Avaya Inc. All rights reserved.
Avaya – Proprietary & Confidential. Under NDA
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Dialog Designer 4.0 Benefits at a Glance
Speech application development,
testing, deployment
Live Call-flow Highlighting
Debugging and Scripting
VoiceXML browser support
Prompt & Grammar Management
Web Services via WSDL
integration wizard
© 2007 Avaya Inc. All rights reserved.
Avaya – Proprietary & Confidential. Under NDA
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Design, Develop, Simulate, Deploy, Manage
2. Generate
application code
1. Graphically build call flow, caller
prompts, grammars using Wizards
5. Servlet generates VoiceXML
processed on IR or Voice Portal
555-1212
3. Simulate using embedded
VoiceXML browser
VXML/HTTP(S)
Interactive
Response
Or Voice Portal
J2EE App Server
DD Application
4. Deploy Java servlet to J2EE
WebSphere. Weblogic, Tomcat
© 2007 Avaya Inc. All rights reserved.
Avaya – Proprietary & Confidential. Under NDA
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Evolutionary Path to IP and
Service Oriented Architectures
1. Portable, Reusable Applications
2. Common VoiceXML Browser
3. Transferable Software Platform Licensing
Conversant
Interactive Response
Voice Portal
Applications
Native Script
VoiceXML
VoiceXML
Native Script
VoiceXML
Design Tools
IVR Designer
TAS or VXML
Applications
Dialog Designer
VoiceXML Applications
Dialog Designer
VoiceXML
Applications
Scriptbuilder TAS
Applications
Hardware / OS Avaya Software
Network
© 2007 Avaya Inc. All rights reserved.
IVR Designer TAS or
VXML Applications
and Hardware
Industry Standard Hardware
and OS
Commodity
Hardware with Open
Source Linux OS
Analog, TDM
TDM, VoIP
VoIP
Avaya – Proprietary & Confidential. Under NDA
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Not Just Customer Service, but an Enterprise
Ready to Serve
4
1
Expertise: Plumber? Electrician? Deep
knowledge?
Availability: Ready now? Interruptible?
Will become available soon?
Location: In-store? Another store?
Retired, on-call from home?
History: Prior experience with this
customer?
Devices: Audio only? Stream video to
cell phone? Kiosk?
Walt calls the hardware store
about kitchen sinks and an
electrical outlet for a disposer
2
Speech recognition
checks for expertise:
primary match is a
plumber, secondary
an electrician
Walt’s request
expertise
plumber
Self Service
Dialog
3
The match is based on:
Speech
5
In-store plumbers are busy; intelligent
search launched for best match
Business Processes,
Rules & Routing Engine
Business
Applications
Resident
Expert
Data and
Intelligence
© 2007 Avaya Inc. All rights reserved.
Call routed to Joe, a
retired plumber, available a
few hours a week from
home.
As call progresses, Joe’s
cell phone receives
streaming video of sink
Presence
Walt asks about.
Avaya – Proprietary & Confidential. Under NDA
Contact
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Ensuring You are Ready for the Future
Delivering Consistent User Experiences at a
Lower Cost
Intelligent Application Development
– Leverage web services
– Build reusable components
– Leverage the Dialog Designer framework
Build on and leveraging existing
web architectures and assets
© 2007 Avaya Inc. All rights reserved.
Avaya – Proprietary & Confidential. Under NDA
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Thank You
© 2007 Avaya Inc. All rights reserved.
Avaya – Proprietary & Confidential. Under NDA
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Leadership Recognition
Number 1 in US IVR Market
share – Frost & Sullivan
Leader in Gartner Leaders
Quadrant
Over 10,000 systems deployed
Available in over 60 Countries
Over 1,000 experienced
professionals within Avaya C&SI
and ISV partner ecosystem
Speech solutions deployed in
over 40 Languages
© 2007 Avaya Inc. All rights reserved.
Best Enterprise IVR Platform
Worldwide 2004, 2005,
2006
Avaya – Proprietary & Confidential. Under NDA
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Evolutionary Path to Web Services and IP
Services Platform
Applications
Requirements
Investing in Customers Today While Protecting
Investments For Tomorrow
Supports existing CONVERSANT
applications
Seeking traditional IVR on TDM or
hybrid IP network
Pre-built integration across contact
center – IC, PDS, OA
Advanced call control functionality
Manage voice alongside Web apps
within existing IT environment
Seeking Web-based platform based on
Linux and IP telephony
Voice-enable existing Service Oriented
Architecture
Speech-enabled communications and
customer service
Transferable software platform licensing
Common VoiceXML browser across platforms
Common design environment Dialog Designer at no cost
VoiceXML, SOA, eclipse, OASIS/WSBPEL, J2EE , MRCP
Interactive Response
Voice Portal
TDM-based, hybrid IP
Web services, IP-based
Experienced global partners, expansive technology alliances
Expert services and support
© 2006 Avaya Inc. All rights reserved.
© 2007 Avaya Inc. All rights reserved.
Avaya – Proprietary & Confidential. Under NDA
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Harnessing the power of speech automation
- The basic value proposition
Customer demand for increased access
to enterprise information
– Anytime, anywhere, Higher mobility, wireless phones
– Fast, accurate closure, less wasted effort
– Enterprises cannot afford to apply more people to task
Enterprises increasing automation
– Web and voice self service
– More sophisticated contact center routing
– Require real-time integration with enterprise data
– Speech enables new classes of applications
– Speech increases customer acceptance of self service
– Speech creates a brand
Self service needs to be part of total solution
– Integrated with the call center
© 2007 Avaya Inc. All rights reserved.
Avaya – Proprietary & Confidential. Under NDA
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Why Is Web Service Integration Important?
Implement components and capabilities through standard
means and interfaces to:
– Minimize proprietary platform integration and development
– Applications that are independent of backend and transport
– Significantly reduce time/effort required to develop applications
– Make applications portable and easier to maintain
– Clean interfaces across organizational boundaries
Impact to You
– Provide quicker time to market
– Lower total cost of ownership
© 2007 Avaya Inc. All rights reserved.
Avaya – Proprietary & Confidential. Under NDA
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Avaya Voice Portal: Web Services from the core
Built on web services to support distributed architecture
– Secure communication for management of a distributed system
Consumption of web services to simplify application
integration
– Dialog Designer Automates Discovery and Integration of
SOAP/XML/WSDL from .NET, Java, Legacy Integrations
Providing web services to other applications to support
– Outbound Web Services for notifications and alerts
– Event Web Services to provide external control of call behavior
– Application Reporting Web Services to support integrated reporting
– Administrative Web Services to support automated external
configuration
© 2007 Avaya Inc. All rights reserved.
Avaya – Proprietary & Confidential. Under NDA
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Avaya Self Service Solutions Philosophy
Speech is Key
– Central to Avaya’s Value of Communicating to the Customer
– Delivers genuine value and benefits to business, end customers
Avaya Contact Center Integration
– Integration across Avaya communications products
Open Standards Support & Modularity
– Support for VoiceXML, CCXML, MRCP, VOIP, SOA
– Software focused; standard integration points
Integration & Reusability
– Focus on application enablement for Customers and Partners
– Modular components that are extensible by Customers, Partners
Manageability
– Tools to manage multiple complex applications
– Single view of distributed system for monitoring, logging, reporting
Investment Protection
– Preserve customer investments in software
© 2007 Avaya Inc. All rights reserved.
Avaya – Proprietary & Confidential. Under NDA
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Customer Interaction Evolution
© 2007 Avaya Inc. All rights reserved.
Avaya – Proprietary & Confidential. Under NDA
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The Evolution of IVR Self-Service
1980’s – 1999
Basic touch tone IVR
Legacy IVR Environment
Off loading basic repetitive
requests for information
Isolation from other customer
facing applications
Telephone
Telephone
Hard coded backend
integration to corporate
sources of information
Platform
IVR (x)
Telephony
Interface
Host DB
Proprietary
Application
Integration
OD
BC
BC
eries
OD
Proprietary platform and
development environments
Telephone
IT duplication
IVR (x+1)
Telephony
Interface
Back end
DLL
MQS
Telephone
Application
Legacy
System
XM
L
Proprietary
Application
es
eri
S
MQ
DLL
XML
Host
DB
Telephone
© 2007 Avaya Inc. All rights reserved.
Avaya – Proprietary & Confidential. Under NDA
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The Evolution of IVR Self-Service
2000 – Present
Emergence of speech as a
preferred user interface
JSP Pages
Web Browser
HTTP / HTML
Ubiquity of new web tools,
standards, infrastructure
CICS
MQ Series
Web Services, VoiceXML
allow applications to
leverage web investments
Reuse of infrastructure,
applications, integrations,
programmers
Results in lower TCO, more
rapid development and
deployment
© 2007 Avaya Inc. All rights reserved.
Business
Objects
Socket
LDAP
Authentication
VXML Browser
JSP / VXML
Pages
VoiceXML Alone Will Not Get You There!
Avaya – Proprietary & Confidential. Under NDA
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The evolving development model
Applications moving from
proprietary script based model to
open standards
Services, such as data integration
and CTI move from platform dips to
application server
Capabilities such as web services,
CTI, IC integration and CCXML
editing enable in Dialog Designer
Pre-built, tested and supported
integrations lower:
Customer/Partner
Customer
PC
Browser
Agent
Claims
Customer
DB
Service
PC
Agent
Browser
Service
Telephone
Customer/Partner/
– Cost, Time, Risk
Host
Prescription
Provider
Telephone
Payme
nt
Service
Local DB
VXML
Browser
Telephone
Presentation
Application
Back end
© 2007 Avaya Inc. All rights reserved.
Avaya – Proprietary & Confidential. Under NDA
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