Avaya
Användarföreningsmöte
Västerås
April 2011
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Chart 1
Avaya
Agile Communication Environment™
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Chart 2
What is Avaya Agile Communication Environment™?
 A software platform that connects multi-vendor communications
services to user’s business applications
 An IT developer toolkit that simplifies the process of integrating
communications to existing applications
 Packaged applications suite for “off-the-shelf” applications that
drive immediate and tangible ROI
© 2011 Avaya Inc. All rights reserved.
3
Avaya Application Enablement Framework –
Solution view
Packaged applications:
Browser Click to Call
Microsoft Office /IBM Click to Call
Mobile Cost Optimizer
Event Response Manager etc
Line of Business
3rd-Party CTI
Applications
New 3rd-Party
Applications
OCS or Same time not required
AVAYA
AvayaACE
Agile Communication Environment™ (Avaya ACE)
Packaged and Custom
Applications
Traditional CTI (e.g. AES)
© 2011 Avaya Inc. All rights reserved.
Lower-level Developer
Foundation Toolkit
High Level IT-Centric
Web Services Toolkits
SIP Ready
Applications (MX,
MM etc.)
44
Avaya ACE™ Positioning with Avaya Aura Session
Manager™
Avaya Aura Session Manager
Avaya ACE
Primary focus
PBX interoperability and sequenced
telephony applications
Communications Enablement for
Business Applications
Primary protocol
SIP
Web service API’s and packaged
adapters – SIP, TR-87, JTAPI…
Multi-vendor
Yes - SIP based Aura Session Manager
for SIP based PBX’s or devices
Yes –adapters for multi-vendor network
PBX’s and video devices including
Aura
Microsoft and IBM
integration
Yes – direct integration via AES
Yes – multi-vendor integration for mixed
customer environments
Mobile integration
Leverage Avaya one-X portfolio
Mobile Cost Optimizer for BlackBerry
today and leverage one-X in future
Event notification and
response
Leverage Avaya Notification Solution or
Avaya ACE ERM depending on feature
richness required
Lightweight notification and response
packaged application
Avaya ACE and Avaya Aura are fully complementary
© 2011 Avaya Inc. All rights reserved.
5
Avaya ACE™ Productivity Applications
For the Agile Communication Environment
IBM and Microsoft
Integration
Mobile Cost
Optimizer
Hot Desking
Event Response
Manager
PACKAGED APPLICATIONS
Customer-Proven Success!
© 2011 Avaya Inc. All rights reserved.
Non Disclosure Presentation © Avaya Inc. 2010. All rights reserved.
6
Packaged Applications
Avaya ACE IBM and Microsoft Integration
 Packaged applications: Entry level
– no need for OCS or Sametime
– Avaya ACE Web Browser Add-In
– Avaya ACE Office Add-In
 Packaged applications: Advanced level
– Avaya ACE Microsoft OCS Integration
IBM and Microsoft
Integration
– Avaya ACE IBM Sametime Integration
© 2011 Avaya Inc. All rights reserved.
7
Avaya ACE™ with Microsoft OCS 2007 R2 &
Microsoft Lync Server 2010
 Delivers similar OC client look and feel
– Click to Call from Buddy list via Avaya ACE Call menu option
– Toast pop up on incoming call (Answer, Divert Call)
– Conversation Window allowing Mid Call Control
(Release, Hold and Retrieve, Transfer Call*, DTMF)
– Computer and Phone Modes supported
– Avaya UC Desktop Engine supporting G.711, 722, 729
codecs delivers PC calls through the Avaya infrastructure
– Aggregated IM and Phone Presence
– Company Dial plan and E.164 numbers supported
– Utilize OCS Sign in
 Requires OC Standard CAL
 Supported on: Avaya Aura CM, (Nov 2010)
CS1000, CS2100 and CUCM (Spring 2011)
© 2011 Avaya Inc. All rights reserved.
Non Disclosure Presentation © Avaya Inc. 2010. All rights reserved.
88
Avaya ACE™ Microsoft Communicator Add-in
Sample view of new controls
for Invoking Avaya Features
 Additional Features
– Initiate point to point and PBX
–
–
–
–
conference* calls
Incoming call notification
Desk phone originated calls can be
controlled via Conversation
window.
Escalate from IM to Call
Silent Install*
 User Modes
– Computer
– Phone
– Telecommuter (Hot Desking)*
© 2011 Avaya Inc. All rights reserved.
* Spring 2011 deliverable
Contact List
with menu
Conversation
Window
“Toast” call
notification
Non Disclosure Presentation © Avaya Inc. 2010. All rights reserved.
99
AvayaACE MC Add-in
Microsoft OCS 2007 R2
Comparison of OCS 2007 R2 with Avaya ACETM MC Add-in
• Avaya integration to OCS provides a
tightly coupled integration with
Communicator client
• Allows Seamless escalation from IM
to Voice to Video
© 2011 Avaya Inc. All rights reserved.
10
ACE 2.3 OCS 2007 (R2) TR87 based
integration with Avaya CS1000 Release 7.5
Avaya
Session Manager
Signaling
Server
(SIP Peer)
Avaya Aura™
CS1000
Avaya ACE™ Server
Agent (ASA) &
Avaya ACE™
Integration Engine
SIP
CTI
(TR87)
Active
Directory
WMI
Web
Services
UCMA
Signaling
Server
(SIP Line)
Avaya ACETM
Core Services
OCS 2007 R2
HTTPS
Load Balancer
SIP
Unistim
Device
Analog,
Digital, Cell or
PSTN Line
SIP Device
ACE / OCS using TR87
1. Microsoft OCS Standard CAL (end User License) required.
© 2011 Avaya Inc. All rights reserved.
Microsoft Office
Communicator
Avaya Aura™
Microsoft
Communicator
Add-in
11 1
Avaya ACE™ Hot Desking
 Take your office phone wherever you go
– Call forward from office phone to a
temporary phone using web portal or
smartphone
– Temporarily assign any phone as your
primary device to make or receive calls
– No circuits reserved for call forwarding
 Integrate with multiple PBX vendors
– Overlay solution with no rip-and-replace
 Integrate with desktop applications
– Desk phone call forwarding rules can be
tied to IBM Sametime presence state
– Click-to-call via corporate directory
 Present one number to callers
– Calls from hot desk phone advertise office
phone or other single number CLI
Reduce real-estate and mobile phone costs
12
© 2011 Avaya Inc. All rights reserved.
12
Packaged Application
Avaya ACE™ Event Response Manager
 Notification and conferencing
application
– Audio notification with pre-recorded audio
files or text to speech
– Sets up a conference bridge
– Event updates or new events can be played
directly into the conference call
“You have been
requested to join an
emergency conference…”
 Automatically or manually triggered
Custom integration required for automated
business process triggers
 Teams set-up based on skills, roles
and location
– Simple user interface to create multiple
event responses
Reduce downtime costs
that may range from $1.5K - $100K per minute 1
1
InfoManagement Direct, August 2009
© 2011 Avaya Inc. All rights reserved.
13
Avaya ACE™ Toolkits
Message Drop
& Message
Blast
Click to Connect
Presence
Location
WEB SERVICES FOR CUSTOM APPLICATIONS
Improving the Business Process!
© 2011 Avaya Inc. All rights reserved.
14
Avaya ACE™ Message Drop and
Message Blast APIs
 Communication-enable CRM tools
 Message drop
 Message blast
 Message recording
 Event driven
On demand or automated user recorded information & message delivery
© 2011 Avaya Inc. All rights reserved.
15
Sample Custom Applications Using Avaya ACE
Developer Toolkit
Communications Enabled Healthcare Portal
Hospitality IPTV Click to Call
Communications Enabled CRM
Event Response Manager integration
with Network Monitoring Software
“You have been requested
to join an emergency
conference…”
© 2011 Avaya Inc. All rights reserved.
16
Channel
Partner
System
Integrator
Custom IT Dev.
Customer
Direct
Customer
Application Enablement Case Studies
High street bank
Packaged Apps: Hot Desking, IBM Integration, Multivendor UC integration (Avaya, CISCO, Tandberg)
Global bank,
Carefx..
Avaya ACE SDK & Toolkits for Custom
Communications Enabled Application
Development
Morgan
Stanley
Avaya Aura Foundation Toolkit for
Custom Application Development
CSC,
IBM, HP…
Avaya ACE SDKs, APIs for delivering custom
and packaged apps. Chosen platform for
CSC CEA Offer (launched Feb 2010)
AT&T, BT, VDF
Cross..
Avaya ACE Packaged Apps and Toolkits:
20+ Global Channel Partners
accredited/trained to sell and deploy ACE.
© 2011 Avaya Inc. All rights reserved.
17
Case Study
Optimizing Communications for a
Major High Street Bank
Hot Desking in any location
Avaya
ACE™
IBM Lotus Sametime
Integration
Avaya CS1000 & Cisco CM
Environment
 8,000 offices in 88 countries
 Multi-vendor voice from Avaya (CS1000) and
Cisco (CM) plus IM from IBM (Sametime)
 Increasing number of mobile or work-at-home
employees
 Users need consistent communication
experience independent of location
Solution
 Used Avaya ACE™ to integrate Avaya & Cisco
voice with IBM Sametime & Tandberg video
 Click-to-call from Corporate Portal
 Avaya ACE™ Hot Desking for users to manage
voice and video devices at home or any location
 Contextual call routing based on Sametime
presence (e.g. call mobile if status is “Away”)
Results
 Higher ROI from existing multi-vendor communications infrastructure
 Expect 1 hour/week improved user productivity due to consistent seamless integrated
voice, video, and IM experience independent of location
 Real-estate and travel cost savings up to $1,000/year expected for mobile employees
© 2011 Avaya Inc. All rights reserved.
18
Case Study
Communications-Enabled IPTV at a Prestigious
Hotel
Hotel Services & Retailers
Avaya
ACE™
Environment
 Large five-star resort opening mid 2010
 2,500 rooms, 400 retailers and services
 Need integrated experience so guests can
easily access and connect with all resort
amenities
 IP voice (Avaya CS1000) and IPTV systems
Solution
 Use Avaya ACE™ to integrate IP voice and IPTV
systems using Web Services
 Guests use TV remote to click-to-call retailers,
in-room dining, reservations, ticketing
 Avaya ACE Message Blast API used to send
guests personalized notifications on demand
 Built proof of concept in 2 days
Results
 Increased revenue from retailer advertising ($50/month/retailer)
 Expected 20%+ increased spending from guests on services
 Enhanced guest experience from personalized notification services
© 2011 Avaya Inc. All rights reserved.
19
Case Study
Retaining High Value Financial Customers for a
Major High Street Bank
“Hi, it’s Nancy. I wanted to drop
you a quick note about…”
Environment
 Clients require timely market updates
 Personalized service key to client retention
 Traders and advisors need more efficient
communication with clients
 Avaya CS1000 for voice, CRM system for
client interactions
Avaya
ACE™
Solution
 Avaya ACE™ integrates CS1000 with CRM
 Traders click-to-dial clients within CRM system
and use phone, turret, or preferred device
 Avaya ACE Message Drop & Blast APIs to be
used to drop pre-recorded, personalized voice
messages or mass market updates to clients
 Message storage for regulatory compliance
Results
 Expected 5% improved client retention due to personalized and timely market updates
 Expected 1 hour/day or $13K/year increase in trader productivity from click-to-call and
message record, drop, and blast capabilities
 Enhanced regulatory compliance
© 2011 Avaya Inc. All rights reserved.
20
Case Study
Communication-Enabled Carefx® Fusionfx®
Healthcare Solution
Environment
 Carefx® Fusionfx® used by over 15,000 care
providers in over 400 health care centers
 Fusionfx® connects care providers to data
from disparate clinical support systems
 Seeking opportunities to further streamline
customers’ clinical and business workflows
 Multi-vendor communications systems
Solution
 Avaya ACE™ integrates Fusionfx® with multivendor voice and video systems
 Visibility to caregiver’s presence
 Communications embedded directly within
healthcare portals:
– Click-to-call, IM, SMS, email, clinical
data sharing
Avaya
ACE™
AGILE
COMMUNICATI
ON
ENVIRONMENT
Results
 Demonstrated 75% improvement in clinical workflow efficiency
 Expected 30 minutes/day improved productivity from communication-enabled portals
 Higher ROI from existing multi-vendor voice/video infrastructures
© 2011 Avaya Inc. All rights reserved.
21
Case Study
Improving IT Responsiveness to Reduce
Downtime
Environment
 NetIQ provides IT system, security, and
performance management
– Over 12,000 customers in 60 countries
 NetIQ customers looking for further ways to
enhance responsiveness to critical events
 Need for tighter link between communications
and IT systems monitoring
Solution
 Avaya ACE™ Event Response Manager
integrated with NetIQ IT system monitoring
– Automated notification and conferencing
 Automated dispatching of IT support teams for
immediate response
 Teams formed dynamically based on skills
Response Team
Avaya
ACE™
Results
 Expected 50%+ improved response time for business critical outages
 Reduced downtime costs that range from $1.5K - $100K per minute
 More efficient use of IT support personnel
© 2011 Avaya Inc. All rights reserved.
22
Avaya
Agile Communication Environment™
Frågor ?
TACK!
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.