The Digital Enterprise
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1 The Digital Enterprise Transforming for Accelerated Disruptions Gregg Widdowson Customer Engagement Strategist 2016 Avaya, Inc. All rights reserved.
2 What is the Digital Enterprise? 2016 Avaya, Inc. All rights reserved. 92
3 Foundational Forces of the Digital Enterprise Cloud Mobile Digital Enterprise Big Data Social 2016 Avaya, Inc. All rights reserved. 93
4 Digital Enterprises Redefine Engagement Customer Engagement Team Engagement 2016 Avaya, Inc. All rights reserved. 94
5 Digital Team Engagement Seamless With Relevant Information Leveraging the Best Channels Accounting for Personalized Policies Spectrum of Interactions Using Any Device Allowing for Flexible Connectivity From Anywhere Empowered 2016 Avaya, Inc. All rights reserved. 95
6 Digital Customer Engagement Seamless Using Preferred Devices Providing a Personalized Experience Leveraging the Appropriate Channels Spectrum of Touch Points Employing Contextual Services Exploiting Data Analytics Ensuring Operational Excellence Orchestrated 2016 Avaya, Inc. All rights reserved. 96
7 Digital Enterprises Engagement Example Storefront is Mobile Device Automated Service Delivery Social Feedback Analytic Discovery Trigger Team Evaluates Insight Improve Business Process 2016 Avaya, Inc. All rights reserved. 97
8 Digitally Born Enterprises Innovative Business Models Extreme Data Analytics Contextually Aware Services Redefined Customer Experience 2016 Avaya, Inc. All rights reserved. 98
9 Adopting Technology Electrical Wiring Telephone Line Cable Circa 2010s 1900s 1920s 1980s 2000s Data Network 2016 Avaya, Inc. All rights reserved. 99
10 Why Digitally Transform? 2016 Avaya, Inc. All rights reserved. 10 0
11 The Speed of Technology Adoption 75 Years 38 Years 13 Years 4 Years 3.5 Years 30 Months 30 Days Reaching 50 Million Users 2016 Avaya, Inc. All rights reserved. 10 1
12 The Impact of Technology Transformation Years Average S&P 500 Enterprise Life Expectancy Years Years Projections Avaya, Inc. All rights reserved. 10 2
13 Transforming to a Digital Business Physical Analog Digital 2016 Avaya, Inc. All rights reserved. 10 3
14 How to Digitally Transform? 2016 Avaya, Inc. All rights reserved. 10 4
15 Disrupting Culture and Processes Corporate Culture Customer Engagement Driven for Operational Excellence Inspired to Redefine Establishment Restricted by Affordability Mindset Fixated on Signature Experience Business Processes Enterprise Structure Inhibited by Rigid Technology Empowered via Adaptable Technology Optimized for Traditional Business Re-Oriented for Business Transformation 2016 Avaya, Inc. All rights reserved. 10 5
16 Evolution of the Role of IT Operational Transformation Enabler Inhibitor Consultant 2016 Avaya, Inc. All rights reserved. 10 6
17 Requirements for Digital Transformation Automated Manual Processes Cloud Service Financials Secure Unsecure Modular Monolithic Systems Open Closed Architected Complexity Mobility Anchored Analytics Information Silos Contextual Overloaded 2016 Avaya, Inc. All rights reserved. 10 7
18 Architecture for Digital Transformation Secure Fabric Networking Customer Engagement Applications Team Engagement Applications Partner Enabled Services Professional Services Avaya Private Cloud Services and Support Avaya Breeze TM Analytics Messaging + Communication Platforms Deployment Models Secure Fabric Networking Partner Enabled Services 2016 Avaya, Inc. All rights reserved. 10 8
19 2016 Avaya, Inc. All rights reserved.
20 Avaya, Inc. All rights reserved.
21 Avaya Engagement Solutions Moving At Customer Speed The Collaboration Pod shortened our time-to-market by about a month. We were able to turn up live agents on the system within days of being deployed. CSP in NA Customer Engagement Applications Avaya Breeze Team Engagement Applications We gave Breeze to our development team, literally two days later, we had video inside our mobile app Teleperformance Analytics Open/Extensible Communication Platforms We used to work with several vendors...it was too complex and costly to invest in new contact centre systems. We chose Avaya...reliable, cost-effective and best met our long-term needs. MOBITECHS Secure Fabric Networking Partner Enabled Services We now have a 360 view of each customer including all interactions over any channel HomeChoice 2016 Avaya, Inc. All rights reserved. 11 1
22 The Digital Transformation Journey Now this is not the end. It is not even the beginning of the end. But it is, perhaps, the end of the beginning. - Winston Churchill, Avaya, Inc. All rights reserved. 11 2
23 2016 Avaya, Inc. All rights reserved.
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