Proven Communication Solutions for Citizens and Emergency Services. Guy W Clinch. Solution Manager Emergency Services
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1 Proven Communication Solutions for Citizens and Emergency Services Guy W Clinch Solution Manager Emergency Services
2 Avaya Innovation Enables Businesses to Excel by Making Collaboration Intuitive, Relevant and Spontaneous 2011 Avaya Inc. All rights reserved. 2 2
3 A Holistic Approach to Collaboration User Applications and Devices Integration with Business and Social Apps Contact Center Infrastructure Data 2011 Avaya Inc. All rights reserved. 3 3
4 Avaya: Strong, Stable and Growing Headquarters Basking Ridge, NJ USA 19,000 Employees in 54 Countries Nearly 10,000 Channel Partners Worldwide Labs in Australia, Canada, Germany, India, Israel, Japan, Singapore, US and the UK 32 Global Delivery Support Centers Largest global installed base INVESTING IN R&D 5,400 patents or patents pending ENVIRONMENTALLY SOUND 40% more energy efficient than any other network 2011 Avaya Inc. All rights reserved. 4
5 Businesses Worldwide Rely on Avaya Top 10 Hotel Groups 16,000 Retail Sites Top 20 Airlines More Than 5,500 Healthcare Institutions Nearly 5,000 Educational Institutions Government Agencies in more than 25 Countries Every Fortune 100 Manufacturing Company 2011 Avaya Inc. All rights reserved % of the Largest Banks
6 Avaya s presence in Europe, Middle East and Africa 6,000+ employees Regional Headquarters: Frankfurt, Germany Guildford, UK Presence in 33 countries 1,400+ Business Partners 11 NOC/Technical Support Centers 4 Executive Briefing Centers 7 Training Centers Avaya Labs R&D: Germany, UK, Israel, Ireland, France, Hungary, & Russia 2011 Avaya Inc. All rights reserved. 6
7 Recent Industry Highlights J.D. Power Associates Certification For 2 years in a row, Avaya has been recognized by J.D. Power and Associates for Providing An Outstanding Customer Experience #1 MARKET SHARE Unified Communications 1, Contact Center 2, Enterprise Messaging 3, Audio Conferencing 4 Voice Maintenance Services 5 and SMB Positioned in Leaders Quadrant in Gartner Magic Quadrants for Corporate Telephony, 2010(1); UC, 2010(2) and CC Infrastructure Worldwide, 2010(3) (1) Gartner Magic Quadrant for Corporate Telephony, Steve Blood et al, Aug (2) Gartner Magic Quadrant for Unified Communications, Bern Elliot et al, July 2010 (3) Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide, Drew Kraus et al, Feb Hall of Fame Award Recognition for Lifetime Achievement for Outstanding Service Best Customer Commitment Best Knowledge Management Practices Best Service Delivery Optimization Excellence in Service Operations Awards Awarded for exceptional processes and support delivery 1 J.D. Power and Associates 2010 Certified Technology Service & Support Programs, developed in conjunction with Technology Services Industry Associates (TSIA). For more information, visit or Avaya Inc. All rights reserved. 7
8 Diverse environments in EMEA can cause challenges Diverse Geographies Diverse Cultures Diverse languages Rural Municipalities Many Telco s Changing Demographics Urban Municipalities Diverse Backgrounds 2011 Avaya Inc. All rights reserved. 8
9 Handling many different types of communication? Software Communicators Wireless Satellite Communicators Who knows what s next Communications Wired Communications VoIP Communicators Social Media Enterprise Organization Caller 2011 Avaya Inc. All rights reserved. 9
10 The People Challenges call takers may often be selfless individuals, but they are still human beings! Large numbers of Hoax calls Identifying the location of the caller, mobile and calling from IP PBX systems 2011 Avaya Inc. All rights reserved. 10
11 With NG Comes Fundamental change: Location discovery and other new forms of information will originate from the device or the originating network and be part of the communication session Many new forms of information become available How will this all be managed? How do we avoid Information Anarchy? 2011 Avaya Inc. All rights reserved. 11
12 Better serving diverse populations Routing to appropriate resources based upon context: People with disabilities People who have volunteered pertinent healthcare information People from varying cultures People s primary language Call History 2011 Avaya Inc. All rights reserved. 12
13 New sources of information Vehicle crash telemetry information Environmental sensors Intelligent Video surveillance Security systems Enterprise environmental systems 2011 Avaya Inc. All rights reserved. 13
14 Video: Serving Citizens in distress better 2011 Avaya Inc. All rights reserved
15 Avaya s Revolutionary way to Deliver Service Persistent Contextual Collaborative Conference Live and interactive SIP conversations happen throughout contact interaction Incident Specific Data Reporting Insights inbound Advanced call treatment Communications Interaction Session stays anchored at a fixed point Relevant Context delivered to Agent during live interaction Analytics and Contact Recording feeds caller/incident-specific data to SIP string and activates call recording Expert Assist Agent Assist? Session Context Collaborative Session Recording Host Data Exchange Intelligent Communications Collaboration based upon contextual data from the enterprise with external data queries 2011 Avaya Inc. All rights reserved. 15
16 KLPD Dutch 112 Emergency Services Challenge: Improve call answer time Drive down abuse calls Integrate with caller location based services Improve agent effectiveness Provide % availability Solution: Avaya Communication Manager Interaction Center Voice Portal Fully Redundant Results: SLA <10 seconds answer time Reduce abusive calls by automatically sending voice/sms bombs to disable offending mobile phone Improved customer treatment based on black, grey and white listing; allowing valuable agent resources to be used most effectively Improved agent satisfaction and effectiveness by avoiding repetitive tasks Outstanding 112 Call Centre June Avaya Inc. All rights reserved. 16
17 Avaya Integrated PSAP Solutions: North American Highlights Galveston County Emergency Communications District San Antonio/Bexar County/Bexar Metro, TX Chattanooga, TN Miami PD, FL Miami-Dade Metro, FL Oneida County, NY Okanagan, WA Grand Travers, MI Longview, TX Phelps County, NE Union County, FL Dixie County, FL El Paso, TX Centre County, PA East Orange, NJ San Juan County, WA Washington, DC University of Washington Galveston, TX St. Charles Co., MO Rocky Mountain Poison Control Fairlawn, OH City of Newark, NJ Gloucester County, NJ Galveston County Emergency Communications District has unified seven previously separate centers into one virtual contact center dramatically improving their ability to serve their citizens and in one of the most hurricane vulnerable areas of the country added the extra ability to relocate their 911 call, taking personnel anywhere, so that they can maintain contact with citizens regardless of conditions. Miami-Dade County Florida uses Avaya Contact Center and IP Telephony to proactively prepare the population for oncoming hurricanes, by providing critical information such as evacuation routes and shelter information. Following the storm, the Avaya solution helps the county provide critically important information, such as access to fresh water, 2011 Avaya Inc. All rights reserved. 17
18 Avaya Inc. All rights reserved. 18
19 Questions? Guy Clinch Solution Manager Emergency Services Martin Porges Consulting System Engineer Emergency Services Visit our session in the NG112 session tomorrow Visit our website: Avaya Inc. All rights reserved. 19
20 THANK YOU Guy Clinch 2011 Avaya Inc. All rights reserved
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