How is cloud relevant

Transcription

1 How is cloud relevant to my existing environment?! Lee Williams Director of Sales Avaya

2 Avaya Cloud Solutions Drivers Hosted Avaya U,lity model Flexibility Carrier grade SLA/ SLG End Customer Market: Lack of systems flexibility Inability to respond to market needs Unexpected costs Constraints on capital Increasing business risk Reliance on scarce skills Concerns about resilience and security Challenges Pay as you go Cost = Revenue Secure, Resilient and Reliable Flexible usage. Mul,- channel/media. Voice, Video, Web Chat, Text.

3 A strategic partnership to develop the mid-market and enterprise cloud CaaS market One of the world s largest providers of contact centre and unified communica,ons services The UK s leading wholesale communica,ons business A global rela,onship for over 20 years BT Wholesale/Avaya mul,- year agreement signed in May 2014 Joint investment in a cloud CaaS pla_orm Avaya Aura Contact Centre and UC technologies delivered over BT Wholesale s strategic voice infrastructure A joint go- to- market agreement 10m joint investment to date rising to 50m over 5 years

4 So what does Avaya Cloud Solutions offer? AVAYA CLOUD SOLUTIONS Resilient and secure network with QoS Scalability Cost efficiency Future- proofed / evergreen U,lity (consump,on- based) model Best of private and public cloud Full Avaya Aura Enterprise solu,ons in a public cloud Service Level Guarantees Carrier- grade network connec,vity Geo- resilient Single desktop to network solu,on

5 Avaya Aura Enterprise reference architecture ACCM 7 Cloud/SP Edi,on Communica,on Manager 6.2 (include Call Centre Elite) Applica,on Enablement Server 6.2 Session Manager 6.2 Secure Access Link 2.2 System Manager 6.2 Elite Mul,channel (EMC) U,lity Services 6.2 Workforce Op,misa,on VPFM vcenter WebLM 6.2 Avaya Aura Messaging CMS Experience Portal AVAYA NETWORKING VMWARE VSPHERE HIGH AVAILABILITY WITH DISTRIBUTED RESOURCE SCHEDULER SESSION BORDER CONTROLLER AND FIREWALL Cloud Tenant 1 Cloud Tenant 2 N Voice Mul,channel Voice Mul,channel ACM Web Client 96x1 96x0 One X Amendant One X SIP EMC Desktop ACM Web Client 96x1 96x0 One X Amendant One X SIP EMC Desktop

6 ACS a geo-resilient architecture, delivering carrier-grade service CHANNEL PARTNER SERVICE BOUNDARY ACS SERVICE BOUNDARY End- customer WAN Access BTW Ethernet BT Network BTW SIP Trunking HA DRS clusters HA DRS clusters BT data centre BT data centre Aura Cloud reference architecture

7 Delivering an end-to-end service CHANNEL PARTNER SERVICE BOUNDARY ACS SERVICE BOUNDARY End- customer WAN Access BTW Ethernet BT Network BTW SIP Trunking HA DRS clusters HA DRS clusters BT data centre BT data centre Call processing availability 99.99% pa CALL PROCESSING IS UNDERPINNED BY SERVICE LEVEL GUARANTEES SLGS TRACKED BY END- CUSTOMER LEVEL

8 Complete managed service Everything needed for business communica,ons in a pre- integrated, pre- tested, plug and play solu,on Gateways Networking Integrated management Applica,ons Session border controllers Compute Integrated support Storage TOTAL INVESTMENT TO DATE $10,000,000

9 What s the difference with the commercial model offered by Avaya Cloud Solutions? Based on profile consump,on Billing based on usage Available as a service Addi,onal elements can be turned on and off as required Average high water mark model for calcula,ng contact centre usage

10 Average high water mark pricing model TYPICAL CC PROFILE A peak concurrent usage model would charge for 110 agents The ACS AHWM model charges for 71 agents Delivers incremental savings of circa 35% BURST SCENARIO A peak concurrent usage model would charge for 161 agents The hosted Avaya HWM model would charge for 81 agents Reduc,on of 51% DAILY VOLUME OF CC AGENTS ACROSS A TYPICAL MONTH Jan 08-Jan 15-Jan 22-Jan 29-Jan Standard scenario Burst scenario

11 Benefits of the commercial model offered by Avaya Cloud Solutions Enhanced flexibility to respond to user needs No capex for new func,onality No upgrade costs Minimum contract length (12 months) Access to the full Avaya Aura Enterprise Solu,on Suite Focus on business transforma,on projects Facilitates business con,nuity 2015 Avaya Inc. All rights reserved. 87

12 Why Avaya Cloud Solutions?

13 Proactive Management Jay Matthews 4net Technologies Service Delivery

14 Drivers from around the world A contact centre integra,on suite that : Meets constantly changing business need. Is cost- effec,ve. Bridges contact centre and enterprise. Bemer leverages exis,ng resources. Is simple to deploy, use and support.

15 Agent Work Place Snap-in Architecture

16 Agent Work Place deliverables Agent Work Place Agent Workplace Enterprise Presence Contact Centre Presence Agent State Control Voice Control Data Tagging Directory Task Scheduler Call History , SMS, Chat (MM license) Business Apps MSCRM SAPCRM Salesforce.com ServiceNow Others by demand

17 Agent Work Place Differentiators Lower TCO Architectural simplicity Re- uses exis,ng investment Virtualisable, small footprint Lower deployment cost Lower infrastructure cost Lower maintenance cost Snap- in architecture Industry- standard OS Industry- standard database Simplified integra,on op,ons Leverages Avaya CM core Uses Avaya Elite rou,ng Complements Avaya CMS Customer retains exis,ng skills

18 Agent Work Place Differentiators Granular event data capture Open database Scalability Adds to exis8ng Avaya repor8ng Cradle- to- grave granular data Stored in accessible database Delivers new levels of analysis Standard, open SQL database Accessed via standard tools All data easily extractable Provide BI teams with new insight From very small to very large Simple, repeatable price model Tens to thousands of seats Covers very broad market

19 Agent Work Place Agent State Control

20 Agent Work Place Voice Control Voice Control

21 Agent Work Place Enterprise Presence

22 Agent Work Place Agent Presence

23 Agent Work Place Presence Buddy List

24 Agent Work Place Wallboard & Queue Presence

25 Agent Work Place Call Work Code

26 Agent Work Place Directory

27 Agent Work Place Directory with Presence

28 Agent Work Place Task Scheduler

29 Agent Work Place Call History

30 Multimedia Cradle-to-Grave Summary data for UCID ED76F434-3AF E- E2833DEE4944 List of all transac,ons by UCID Granular event details for UCID ED76F434-3AF E- E2833DEE4944

31 Delivering business benefit Unites traditional contact centre & evolving enterprise Improves agent productivity and performance Simple, low risk deployment mitigates risk Small hardware footprint reduces TCO Flexible, modern architecture delivers flexibility