The Most Commonly Asked Questions About Business Solutions
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1 La tecnologia e l offerta Cloud di Avaya Andrea Iacomussi e Armando Capone
2 Decisions you need to make in the next 12 months Social what? Delivering perfect service! A new disparate world of endpoints? Unified comms intelligent collaboration and context? Coping globally Adopt the RIGHT innovation to suit you and your customers Make it work globally 2011 Avaya Inc. All rights reserved. 2
3 Social Media Manager Automating & Integrating Social Media Standard Media Scan, process and respond to events from social media using existing Contact Center infrastructure Inbound Contact Contact Center Social Media Avaya Social Media Gateway Contact Routing Managed Agents & Experts Generic 2011 Avaya Inc. All rights reserved. 3
4 From smartphone to Agent Technical Support Type of Issue Basic Troubleshooting Description of Problem 2011 Avaya Inc. All rights reserved. 4
5 Manage Collaboration with Avaya Flare The Flare Experience provides true universal collaboration across any modality, efficient management of contacts, and simple access to contextual information during any given session ADVD Tablets Mobile Devices SIP Phones Laptops, PCs A common experience regardless of access device or connectivity method 2011 Avaya Inc. All rights reserved. 5
6 Virtual conference 2011 Avaya Inc. All rights reserved. 6 6
7 Emerging Products & Technology Focus Areas Enterprise User Experience Intelligent, contextaware, fit-forpurpose enterprise communications management. Communications Enabled Workflows Automated, event driven, closed-loop notification, collaboration, and brokered interaction. Customer Connections Consumer interactions via mobile apps, social networks, video, and external social media streams Customer Experience Optimization Track, analyze, and improve entire experience with optimized flow, agent compliance and efficiency Cross Functional Initiatives Cloud Services 2011 Avaya Inc. All rights reserved. 7 7
8 Cloud Computing? 2011 Avaya Inc. All rights reserved. 8
9 Clouds makes the life easier 2011 Avaya Inc. All rights reserved. 9
10 Gartner s Cloud Computing Outlook By 2013, at least 75% of customer service centers will use some form of a SaaS application in their contact centers 2011 Avaya Inc. All rights reserved. 10
11 Gartner s Cloud Computing Outlook 2011 Avaya Inc. All rights reserved. 11
12 Gartner s Cloud Computing Outlook 2011 Avaya Inc. All rights reserved. 12
13 Avaya Aura Architecture 2011 Avaya Inc. All rights reserved. 13
14 Avaya Aura Cloud enabling architecture 2011 Avaya Inc. All rights reserved. 14
15 Avaya Aura Cloud Services Architecture 2011 Avaya Inc. All rights reserved. 15
16 Avaya Aura Cloud Services Architecture Inter-Enterprise Communications Cloud Services Architecture Applicatio Marketpla Inter-Enterprise Communications Application Marketplace Hosted Platforms 2011 Avaya Inc. All rights reserved
17 Inter-Enterprise Communications Applicatio Marketpla Aura to Aura Aura to Others 2011 Avaya Inc. All rights reserved
18 Universe Inter-Enterprise Communications Application Marketplace Hosted Platforms Download SaaS Hybrid SaaS Premise Applications Flare, Aura, ACE Cloud Applications Hybrid Cloud Applications working with Aura 2011 Avaya Inc. All rights reserved
19 Application Marketplace Hosted Platforms Avaya AOS Incubation Platform as a Service i.e. Federation, Flare Trials Platform as a Service Platform as a Service and Channel 2011 Avaya Inc. All rights reserved. 19
20 Cloud Services Architecture NGN, 4G, IMS Hybrid Carrier and Enterprise Applications ise ions Application Marketplace Hosted Platforms 2011 Avaya Inc. All rights reserved
21 Deploy Communication Solutions Cloud Approach Cloud Services Architecture NGN, 4G, IMS Hybrid Carrier and Enterprise Applications Federation Application Marketplace Hosted Platforms Download Hybrid SaaS Aura to Aura Aura to Others Inter-Enterprise Communication Premise Flare, Aura, ACE SaaS Cloud web.alive, hosted CC/UC Hybrid Cloud Aura Platform as a Service Incubation of New Strategies Platform as a Service and Channel 2011 Avaya Inc. All rights reserved. 21
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