Avaya Intelligent Communications for Retail
Solving your customer’s needs
© 2007 Avaya Inc. All rights reserved.
Avaya – Proprietary & Confidential. Under NDA
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Agenda
Avaya in Retail
Why Avaya
© 2007 Avaya Inc. All rights reserved.
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Agenda
Avaya in Retail
Why Avaya
© 2007 Avaya Inc. All rights reserved.
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Retail Industry Trends
Customers leave without
24% of the items they come
into a store to buy
The 2 top priorities for retailers over $5B
are meeting high customer expectations
(69%) and Reducing TCO (50%)*
Consumers will select
retailers that deliver
technology to them to
improve their shopping
experience
Retailers believe that self-service
technology provides a
differentiated service environment
for consumers
RIS Store
Study
© 2007* Avaya
Inc. All Systems
rights reserved.
2007
Cross-channel shopping has
become the norm – and
customers expect a
consistent experience
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Retail Store Priorities
Source: RIS News Store Systems Study 2008
© 2007 Avaya Inc. All rights reserved.
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Avaya Intelligent Communications for Retail
By embedding business applications into the
fabric of the retail systems – retailers gain the
capabilities to address challenges, achieve
significant value and drive top line growth
Decrease communication costs, leverage
and consolidate existing networks
Closer customer relationships on-line, in
the store or on the phone
Improved employee productivity with
mobility solutions
Improved operational efficiency with
process communications applications
that monitor inventory from raw materials
to retailer shelves
© 2007 Avaya Inc. All rights reserved.
IP
Telephony
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Contact
Centers
Communications
Enabled Business
Processes
Unified
Communications
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An Avaya Retail
Solution for Your
Business
District
Manager
Mobility
Customer
Service
Data Center or
Virtual Contact
Center
Workforce
Productivity
PSTN
Broadband
Business
Processes
Stores
Application
Gateways
Virtual
Enterprise
Solution reflects the Stores importance to the enterprise, not its size
© 2007 Avaya Inc. All rights reserved.
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Addressing Your Strategic Imperatives
Consumers
Meet high expectations
Consistent multichannel experience
In-store: “At your
service, answer my
questions”
Inventory availability:
“Fill my need”
Self Service
Enhanced
Consumer
Experience
© 2007 Avaya Inc. All rights reserved.
Store Operations
Leverage company
resources
Speed through checkout
Tools to improve worker
productivity
Make mobile associates
accessible and efficient
Improved Operational
Efficiency, Workforce
Productivity
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IT
Security
Evolve Architecture
Reduce TCO, manage
budgets
Improved
manageability, support
Improve integrations
and time to market
Decreased
Communications
Costs
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Optimize In-Store Opportunity by Leveraging all
Company Resources
Consistent user experience, leveraging
centralized applications
Intelligent, targeted/segmented routing
Contact Center
Centralized IVR
800/PSTN Broadband
Walk-in customers
leverage in-store and
remote SMEs via:
• Kiosks
• IP Phones
• Mobile Devices
IP WAN
Retail Stores
© 2007 Avaya Inc. All rights reserved.
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Route to
any agent with
caller’s context
Access to
experts with
caller
context
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Make Retail Workers and Mobile Associates
Accessible and Efficient
Desktop
Client
Integration
Mobile Clients
Wireless Devices
“One
Business
Number”
Speech
Access
Desktop
Extended
to Remote
Location
Voicemail
& E-mail
Regional Office
© 2007 Avaya Inc. All rights reserved.
On the Road
At the Store
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Home
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The Demand for The Intelligent Handheld Device
Industry Research
“The two greatest pressures organizations currently face are the
continued need to have timely and high-quality responsiveness to
customer needs, as well as managing a decentralized workforce,
Aberdeen Group, 2007.”
“The adoption of Wi-Fi and VoIP technologies in enterprise
organizations make their convergence almost inevitable.”
Michael Finneran of dBrn Associates, Inc. (mfinneran@att.net), in his
2006 report titled Business Guide to Voice over Wireless LAN
© 2007 Avaya Inc. All rights reserved.
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Enhanced Consumer Experience
In-store: “At your service, answer my questions”
Avaya Specialist Connect for Retailers - Partnering with Motorola for
CA50 Interoperability Solution
Motorola CA50 is a compact mobile device that combines bar code scan
capability with WLAN voice and data communications
“Walkie-Talkie” Communications
Person-to-Person Communication CA50 to Avaya IP PBX (H.323)
Communications Manager
Messaging/Paging Task Management
1D Laser Scanning Price Verification Inventory Look-up
Benefits
– Improve Customer Service
– Provide access to price, inventory and other
information
– Increase availability of associates
– Enhance Internal Associate Communications and
Productivity
© 2007 Avaya Inc. All rights reserved.
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Specialist
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Specialist Connect for Retail Use Cases
Avaya Specialist Connect enables store associates to find the right resources to answer
customer questions
Avaya Specialist Connect (basic)
– Call treatment will be handled based solely on the configuration of
Communication Manager and the CA50 phonebook
– Retail associate opens the CA50 phonebook and searching for a
department listing
Avaya Specialist Connect (enhanced)
– Unique retail specific application using customer specific information
that maps specialists to products stored in the customers UPC data
warehouse
– Retail associate scans a product bar code using the CA50. The UPC
information is sent to the ASC server application and leverages basic
product data hierarchy to check the ASC database for a specialist
mapped to the product group.
– If specialist information is found, specialist option is presented to the
associate on the CA50 screen.
Avaya Specialist Connect (advanced)
– Builds upon the previous use case, adding Avaya contact center
functionality with skills-based routing to allow for additional flexibility,
routing and reporting options
Specialist
© 2007 Avaya Inc. All rights reserved.
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In-store Service that Meets High Customer Expectations
© 2007 Avaya Inc. All rights reserved.
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Enhanced Consumer Experience
In-Store Help, Speed through Check-out
Supplier
Contact
Center
Management
In-Store Specialist
From customer request for help
To sales associate responsiveness and ability to help
To checkout and completing the transaction
© 2007 Avaya Inc. All rights reserved.
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Lowering Retailers Total Cost of Ownership:
Streamlining Store Implementation and Support
Easily scales as retailers add
more stores to the network
Intuitive centralized
management for efficient
support and mass changes, i.e.
auto-attendant store hours
Flexible deployment templates
to ensure quick and accurate
store installations
Low TCO
Productivity
Advantage
Key system phone interface
reduces the need for associate
training
Networked locations streamline
communication with other
stores, company contact
centers and headquarters
© 2007 Avaya Inc. All rights reserved.
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Communications-Enabled Business Process
Optimized for Retail…Just around the corner
Conference
Find
Order Status
New Offers
Response to Inquiries
End-Customer
Triggers, Alerts
Notify
Consult
Review
Human interaction is embedded-in, and coordinated by, the business process (e.g.
Supply Chain, Work force management…)
Process discovers and/or responds to events in real-time (Order Status, Customer
Inquiries, store traffic, Inventory, Associate availability/Presence)
Process manages organizational response (Store associates, managers, scheduler) and
initiates multi-channel (voice, text, video) communications and relevant information.
Tracking and reporting of communications within context of events
© 2007 Avaya Inc. All rights reserved.
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Eliminate Costly Out-of-Stocks for Important Store Events
Revenue
Impacting Issue
Big In-Store
Sale Event:
Shipment to
store #11
delayed
Pre-defined Business
Rules of Actions
Event
Receptor
Extract
“Names”
to Alert
Store #11
Manager
Notify &
Response
Context
Info
Automatic Alerts &
Notifications
E-mail
Voice
Voice Response: “Possible product
delivery delay detected….”
Decision: “Check other store’s
inventory?”
Voice Response: “Store 4 and Store 20 have
available inventory”.
Decision: “Please say the store number from
which you would like to receive the product”
Store #11
Manager
chooses
store to
receive
inventory
from #4
© 2007 Avaya Inc. All rights reserved.
Follow
Up
Notification
of results
sent to Store
# 11 Manager
Notify Store # 11
& # 4 Managers
when transaction
is complete
Notify Store
# 4 Shipping
Department
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Avaya – Proprietary & Confidential. Under NDA
Request
information
from other
Store Managers
Store # 11 Manager
is happy Customers are
happy
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Handle Employee Outages Efficiently
Revenue
Impacting Issue
Pre-defined Business
Rules of Actions
Employee
does not
show up for
work
Notify &
Response
Event
Receptor
Automatic Alerts &
Notifications
Email or
Text Msg.
Extract
“Names”
to Alert
Notify
Management
Team
Voice
Context
Info
Voice Response: “Jane Doe did not report
to work today. Would you like to contact
another team member?...”
Decision: Contact alternate?
Follow
Up
Contact alternate
sales associate
(John)
Notify floor
team of
personnel
change
Voice Response: “John has replied
that he is available to work during the
requested hours.”
Decision: Update WFM system Yes/No
Voice Response: “John can not be
reached at his home...” Decision: If
associate is not available, contact at
different number or contact alternate
associate?
Update WFM
system
© 2007 Avaya Inc. All rights reserved.
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Avaya – Proprietary & Confidential. Under NDA
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Providing a Total Ecosystem
Avaya Retail Solutions Components
Avaya Products
Avaya Services
Implementation Service
Packages plus
IP Office
Distributed Office
Communication Manager
w/ SES
Quick Edition
3600 & 3700 Wireless
Phones
Aruba Network
Ascom
Multi-site Program
Management
Hitachi Cable America
Network Readiness
Assessment Multi-Site
Indyme
Staging
Avaya Integrated
Management
Partner Solutions
Meru Network
Software Profile
Creation
Motorola Enterprise
Mobility
Deployment
System Integrators
EC500
Professional and
Managed Services
Service Providers
Mobile clients
Day 2 Support
BusinessPartners
Avaya Specialist Connect
Complete end-to-end solution
© 2007 Avaya Inc. All rights reserved.
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Partnering to Help Retailers Meet their Challenges
Avaya DevConnect Program enables
highly-effective and repeatable solutions
© 2007 Avaya Inc. All rights reserved.
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Customer Benefit Slide
Customize slide for your customer
© 2007 Avaya Inc. All rights reserved.
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CUSTOMER SUCCESS
Avaya Large Retailer Customer
Business
Problem
Impact on the
Business
Aging PBXs at 2,000 retail outlets, daunting to refresh
High abandoned call rates
Lack of application integration with telephone system
Poor customer service
No business intelligence in reporting
Lack of standards based application integration
Solution
Created “store of the future”
Migrated 2,200 stores to IP Telephony
Fully integrated IP telephony solution plus in-store mobility
Results
Comprehensive deployment strategy
Roll-out pace reached over 30 stores per week
Zero system outages YTD
~95% of cutovers executed with zero trouble tickets
Saving almost $30M in one year
© 2007 Avaya Inc. All rights reserved.
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CUSTOMER SUCCESS
Tiger Direct
Business
Problem
Impact on the
Business
Growing number of independent customer service offices
Inability to network communications between locations
The current remote agent solution was substandard
Staff could not easily communicate with one another
Load balancing, license sharing among all facilities was impossible
High communications management costs
Poor IT service among the 8 locations
Declining customer service and agent productivity
Solution
Create a “single store image”
Avaya Contact Center Solution based on IP Telephony connects 128
agents and staff in all remote locations
Results
Integrated, cohesive contact centers on one platform
Centralized Management – single point for adds/moves/changes
Improved customer experience - decreased queue and wait times
Enhanced service and improved Agent morale
Quality of service – Prioritization of traffic and “follow the sun” routing
Business continuity and built-in redundancy
© 2007 Avaya Inc. All rights reserved.
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Agenda
Avaya in Retail
Why Avaya
© 2007 Avaya Inc. All rights reserved.
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Evolution to Intelligent Communications
Highly
Resilient
IP Networks
Intelligent
Communications
Converged
IP
QoS
Traditional
• Separate voice,
video & data
networks
• Mode specific
devices
• VoIP Gateways
• Integrated voice,
video & data
applications
• Enterprise wide
application
optimization
• Deploy and
leverage IP
infrastructure
• Rich multimodal
user experience
• Dynamic
applications
• Comm-Enabled
Business
Processes
• Built on
Converged
Networks
Best
Effort
Integrated
© 2007 Avaya Inc. All rights reserved.
Modular Systems
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Service Oriented
Architecture
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Communications Architecture:
An Open Architecture Designed for Real-World Results
Unified Access
Full
Lifecycle
Services
Professional
Services
Product Support
Services
Managed Services
Global
Services
and
Business
Partners
Business
Applications
and Processes
Communications
Applications
Converged
Infrastructure
© 2007 Avaya Inc. All rights reserved.
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Avaya Global Services
End-to-end portfolio support
Managed
Applications
On-Demand (hosted)
Applications
• Conferencing
• Contact Center
• Messaging
Support
• Expert Diagnostics
• Maintenance
Services
Detailed Integration • Remote
Management
Plan
• Consolidated &
Development
Custom Reports
Integration
Testing
Training
Transition to
Operations
Integrate
Install
•
•
•
•
•
•
•
•
Architecture Roadmap
Integration Roadmap
Infrastructure Plan
Transformation Plan
Strategic Sourcing Options
ROI Models
Preliminary Design
TCO Models
• Detailed Architecture
Design
• Configuration Design
• Platform Test Plan
• Integration Test Plan
• Support Strategy
Consulting
© 2007 Avaya Inc. All rights reserved.
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Design
Plan
• Core Platform
Installation
• Testing
• Training
•
•
•
•
•
Implementation
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Management
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Avaya Market Leadership in IP Telephony
Study:
5 Year Total Cost of
Ownership for VoIP
Ranked Avaya’s large
IP-PBX #1 overall
January 2006
Ranked Avaya’s
small-to-medium IPPBX #1 overall
March 2006
For systems > 1000 stations
Avaya achieved lower total
cost of ownership than Cisco
or Nortel
Gartner Lists Avaya in
Leader’s Quadrant for
North American
Corporate Telephony
August 2007
© 2007 Avaya Inc. All rights reserved.
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In Summary: Intelligent Communications in Retail
Changes Business, Changing Lives
Optimize your business
by embedding
communications into the
fabric of business processes
Optimize your people
Communications
Enabled Business
Processes
Unified
Communications
Contact
Centers
wherever they are, across
devices and interfaces
Optimize your
customer
relationships globally
across all points of
contact
IP Telephony
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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© 2007 Avaya Inc. All rights reserved.
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Avaya – Proprietary & Confidential. Under NDA
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