Cloud Communication & CEBP

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1 Dennis Fang Cloud Communication & CEBP Avaya Aura and Avaya ACE Overview Avaya Taiwan/HK SE Manager

2 Agenda Avaya Company Profile Cloud Communication by Avaya Aura Communication and Business Process Integration by Avaya ACE 2

3 Avaya, a Global Leader in Business Communications Applications 100 years of experience and innovation in our DNA from AT&T 20,000+ employees in 54 countries, including 3,400 research and development professionals 10,000 channel partner worldwide 1 million+ customers 90% of FORTUNE 500 5,180+ Avaya Labs patents or patent applications Leaders Quadrant in Gartner Magic Quadrant for Unified Communications, Corporate Telephony, and Contact Center Infrastructure, WW, 2009 Solutions Making people more productive, processes more flexible and customers more satisfied Avaya Customer Value Partners Services 3

4 Avaya Market Share 4

5 Major Vendor Positions through Calendar 2009 in Worldwide Unified Communications Segments AV NT Date Pos % Pos % Pro Forma Pos % Pos % Pos % Pos % Unified Communications [1] 2009 #1 21% #5 9% 30% #3 11% #2 18% #6 5% #4 9% Telephony Systems [1] 2009 #1 19% #4 9% 28% #5 9% #2 14% #6 8% #3 13% SME Telephony Systems [1] 2009 #2 12% #4 10% 22% #3 11% #7 4% #5 9% #1 14% Contact Center/ACD [2] 2009 #1 37% #4 7% 44% #6 3% #3 14% N/A N/A #10 2% Enterprise Messaging [3] 2008 #1 21% #2 17% 38% #4 7% #3 16% #7 4% #9 4% Audio Conferencing [4] 2008 #1 24% #3 11% 35% #6 6% #2 24% #5 7% #4 8% Ethernet Switches [1] 2009 N/A N/A #5 2% 2% #7 2% #1 70% N/A N/A N/A N/A Enterprise Routers [1] 2009 N/A N/A #7 1% 1% N/A N/A #1 82% N/A N/A N/A N/A Product Support [2] 2008 #3 5% #15 1% 6% #13 1% #1 11% #26 <1% #6 2% Software Support [2] 2008 #2 5% #47 <1% 5% #18 1% #1 6% #29 <1% #7 2% Maintenance Services [5] 2009 #1 12% N/A N/A 12% #4 7% N/A N/A #3 7% #2 9% Sources: [1] Dell Oro Group; [2] Gartner, Inc.; [3] T3i Group; [4] MZA Ltd.; [5] IntelliCom Analytics Notes: All market share results are based on revenues except SME Telephony Systems (Lines) and Audio Conferencing (Licenses); Industry analysts have reported Avaya and Nortel separately for 2009, proforma combined view included; All results reflect latest available information Avaya Inc. and Gartner, Inc. are both owned in part by Silver Lake, a leading financial investment firm. Gartner research is produced independently by Gartner analysts, without influence, review or approval of their outside investors or shareholders. For further information on the independence and integrity of Gartner research, see Guiding Principles On Independence and Objectivity on Gartner s website, 5

6 Cloud Communication by Avaya Aura Architecture 6

7 Avaya Unified Communications Portfolio Communications Systems All current Avaya and former Nortel enterprise communication systems, gateways, and phones User Collaboration Productive user experiences on any device, mobile, desktop, embedded in applications Group Collaboration Unified messaging, audio and web conferencing, desktop video, integrated third party telepresence Avaya Aura Flexibly connecting systems, users and applications enterprise wide PLUG & PLAY COMMUNICATIONS 7

8 Unified Communications Roadmap Strategy Press Record Here Interaction Interaction Solutions Solutions Collaboration Collaboration Solutions Solutions Performance Performance Analytics Analytics Avaya Agile Communication Environment (ACE) Avaya Agile Communication Environment (ACE) Application & Services Integration Voice/Video Services Presence Services System Manager Session Manager Communications Infrastructure Communications Infrastructure Deskphones Deskphones Video Endpoint Clients Clients Avaya one X Communicator / Agent Data Data Infrastructure Infrastructure Video Video Endpoints Endpoints Avaya one X Mobile Avaya one X Deskphone 2009 Avaya Inc. All rights reserved. 8

9 Infrastructure to Support the Cloud Ethernet Scalability Energy Efficiency Stackable Edge Virtual Chassis 10G / 40G / 100G with Lossless capabilities at Core Always On Resiliency Ethernet Scalability Always On Resiliency Cohesive Management Virtualized Data Center Backbone Energy Efficiency Virtual Machine Mobility Up to 40% savings in Energy and HVAC with Avaya Data Solutions Virtual Machine Mobility Fail safe stacking at Edge Switch Clustering Active/Active with sub second failover at Core Cohesive Management Multi vendor Unified Management across the virtualized Data Center Simple network provisioning at service access points for fast TTS 9

10 Turning Spaghetti into Applications Avaya New York Collaboration Apps Video Apps Business Apps Avaya Aura Communication Manager New York Data Centers Apps Integrated SIP Trunking Contact Center Chicago Enterprise Network Contact Center Chicago Avaya Aura Session Manager Cisco Rome Cisco Rome Avaya London Nortel Hong Kong Siemens Frankfurt Contact Center Mumbai Users anywhere Avaya London Nortel Hong Kong Siemens Frankfurt Contact Center Mumbai 10

11 Evolution of Communications Architecture Past Present Future Application Connection Management Access TDM/ISDN Application Connection Management IP H.323 Access Application SIP Presence SOA Application Connection Management Access SIP Access Application Core Technology Change Drives Fundamental Architecture Change Avaya Avaya Inc. Inc. All All rights reserved. 11

12 Evolutionary Path for Every Customer Legacy Meridian Apps Apps Apps CS 1000 MCS 5100 Avaya Aura Service Providers BCM/SRG Branches Communication Manager Legacy DEFINITY Multivendor All current systems can be SIP connected Lower costs, accelerate new application deployment, and serve customers everywhere Protect Extend Grow 12

13 Avaya Aura TM a Fundamental Change in Communications Traditional PBX Avaya Aura TM Application Feature Servers PBX Users tied to network and location Network and device independent to flexibly connect users, applications and systems enterprise wide 2009 Avaya Inc. Inc All rights All rights reserved

14 Avaya Aura Session Manager Key to the Differentiation Applications Avaya SIP ready communications Modular Messaging, Meeting Exchange, Voice Portal, Interaction Center, etc. Agile feature server integration SIP ISC standard (3GPP), sequencing Open to third party feature innovations DevConnect ecosystem expanding Service Provider value add over time Evolution Feature Server SM o o o Feature Server Easily add SM to multivendor networks A CM upgrade for existing customers Control access/bandwidth for new apps SM SM Feature Server SP Reliability and Scale Massive scale, global SIP connectivity 25,000 locations, 250,000+ users Active/active N+1 geo redundancy Distributed instances, multiple active connections, very fast recovery Security Secure, TLS encrypted, SIP firewall, SIP packet inspection, hardware accelerated Session Border Controllers for boundary Multivendor Interoperability Cisco UCM, Nortel CS1000 adaption modules, more IP PBX testing to follow Avaya Gxxx or AudioCodes SIP gateways for legacy PBX integration Acme Packet SBCs and others Further DevConnect testing starting May SIP Trunks: AT&T, Verizon, Orange, 14

15 New Integration Architecture Meeting Exchange Modular Messaging UC Applications CC Applications 3rd Party Applications SIP ISC SBC Session Manager SIP GW SIP GW SIP Trunk Communication Manager Node A CS1000 Node B IP IP IP Existing PBX Node C SIP GW Existing PBX Node D SIP GW Existing PBX Node E Centralization Dial Plan, Call Routing, Application, Trunk Resource 15

16 Evaluation for Future eims Application Communication Manager IPS Presence Service Meeting Exchange Modular Messaging UC Applications CC Applications Video 3rd Party Applications SIP ISC SBC SIP SP Desktop Integration Session Manager SIP GW TDM SP Connection SIP Trunk TDM Trunks Media Gateway Communication Manager Access Service Provider IP IP IP IP IP Media Gateway TDM TDM Trunks Media Gateway Service Provider IP 16

17 Avaya ACE for CEBP Communication Enable Business Process 17

18 The Connected Enterprise End Users Productive Interaction Communications Interaction is intelligent, adaptable & personalized Avaya Agile Communication Environment (ACE) Collaborative Engagement Applications Infrastructure protected, leveraged into new value Intelligent Automation Agility, Enhanced Customer Service 18

19 Avaya Application Enablement Framework 3rd Party CTI Applications Line of Business New 3rd Party Applications Avaya ACE provides a common open platform for application integration and development Packaged apps plus high and low level toolkits Avaya ACE delivers extended value above Avaya Aura, AES and multi vendor CTI Multimodal voice, video, text, SIP and presence AVAYA ACE Avaya Agile Communication Environment (Avaya ACE) Packaged and Custom Applications High level IT centric Web Service Toolkits Lower level Developer Foundation Toolkits Traditional CTI (e.g. AES) 19

20 UC Desktop Solutions Integrate voice, video, & conferencing with the desktop Click to call from web pages, IM/presence and clients Click to call from MS office using PBX phone Add telephony presence of PBX phones to IM/presence client Click to conference from IM/presence client Value Proposition Unifies multi vendor PBX environments, video platforms, and desktop applications Avoids costly PBX upgrades typically required to keep pace with new releases of IM/presence desktop solution Reuses PBX phones and equipment: no rip and replace required Potential 12 month or less payback on investment 20

21 Hot Desking Application Assigns a temporary phone in any location to make or receive office phone calls Integrates with multi vendor PBX environments Presents one number to callers Integrates with UC desktop applications Expands flexible working options User friendly web interface customized to your company s brand 21

22 UC Desktop Solution Architecture Real-Time Collaboration Portal Web Server C2C, Presence Agile Communication Environment C2C, Presence Click to Conference Active Directory C2C, Presence Further vendors to be supported based on lead customer demand CISCO UCM Microsoft OCS Avaya Aura CM & CS1000 Avaya Media Application Server Collaborate within MS Office Apps Desktop PC MS Office Communicator Avaya s Cisco Open, scalable solution with multi PBX vendor support 22

23 Message Drop and Message Blast Communication enable ERP/CRM and other business tools Click to dial within CRM system Record and store messages Drop messages in live conversations Blast messages to large groups View call statistics Event driven notification User controlled Multi vendor PBX support On demand or automated user driven notification 23

24 Avaya ACE Event Response Manager Automate Response Handling Notify and set up conference bridge for right people (roles, skills, & location) based on automated business process events, alarms or manual triggers Requires a media processing engine ICP Media Application Server (MAS) Easy to use Web user interface for system admin Business Value Downtime costs vary across industries from $90K/hr (media) to $6.48M/hr (large online brokerage) Source: InfoManagement Direct, Aug 09 Reduce cost of business downtime 24

25 Case Study Improving IT Responsiveness to Reduce Downtime Results: Expected 50%+ improved response time for business critical outages Reduced downtime costs that range from $1.5K $100K per minute More efficient use of IT support personnel Avaya ACE IT monitoring system Event Response Manager Response Team 25

26 Avaya Aura & ACE Architecture Meeting One X Exchange Mobile Communication Manager Modular Messaging Meeting Exchange UC Applications CC Applications Desktop Integration Web Service SIP ISC SBC SIP GW Session Manager SIP GW SIP Trunk Communication Manager Media GW Communication Manager Media GW CS1000 Media GW IP IP Main Office / Operation Center / Contact Center / Branch IP Provide Cloud UC Communication and Enable Business Process 26

27 Communication as a Service in Enterprise Cloud TDM Trunks SIP Trunks MGW SBC Primary Data Center App MM ACE MX App VP SM CM SMGR MGW SBC MM App ACE DR Site MX App VP SM CM SMGR Application Connection Avaya Aura Communication Core Avaya CS1000 Access Avaya one X endpoints 3 rd Party PBXs with SIP MGW o o o Avaya CM Branch 3 rd Party endpoints o o o Avaya CM Standalone o o o Avaya AG4134 Branch 27