Avaya Video Communication High definition video for individuals and workgroups across the enterprise. Easy to use. Low bandwidth. Choice of end-points and capabilities. Avaya video communication solutions debunk the myth that video services are reserved for large workgroups and executives. These solutions enable you to cost effectively extend the same high definition, low bandwidth, feature rich video collaboration to users across your enterprise. Fully unified with your existing architecture, video-enabled communications work seamlessly across traditional large conference room systems, customer kiosks, web conferencing apps, desktop devices or on a more intimate scale between individual users and their soft clients. Avaya Video Conferencing Solutions enhance personal interactions between the many stakeholders in your business, including work teams, customers and partners. You can easily achieve fast resolution of issues and collaborative team outputs, enabling high productivity gains and customer satisfaction in the enterprise. Video communication removes the long distance barriers of a rapidly growing global business community, providing unrivalled communication for virtual workgroups. Video collaboration helps reduce travel costs both expense and time all with a greener footprint. In fact, according to a recent IDC 1 survey, 23% of respondents indicated that the top reason they find videoconferencing valuable is it increases the effectiveness of meetings. This underscores Avaya video as the next frontier in communications and a viable replacement for in person meetings between employees, clients and customers. Avaya delivers comprehensive and complete solutions, including components, design, implementation and management, giving the enterprise a single point of contact with the flexibility and choice to deploy solutions that address the unique needs of your business. Avaya video communication really is that simple. 1 Source: Worldwide Enterprise Videoconferencing and Telepresence 2010 2014 Forecast Jonathan Edwards, IDC, 2009 PRODUCT BRIEF 1
Why Avaya? Video is a powerful component of the Avaya Aura platform. Avaya video solutions are built with open standards based SIP, providing multi-vendor interoperability between virtual workgroups within and even outside the enterprise. Fully unified with Ayaya Aura Session Manager, Avaya video solutions integrate with your existing architecture to maximize the functionality of your current applications for lower cost of total ownership while also provisioning more sophisticated deployments. Video can leverage your SIP trunking consolidation, offer connectivity to remote and mobile workers through a Session Border Controller, and even connect you with business partners in other companies. Cost effective, high-definition video can be deployed simply and managed with low bandwidth requirements, helping reduce the need for network upgrades. Avaya Video Communication Solutions consist of a suite of multimedia experiences and collaborative tools accessible to a variety of user types across the enterprise; ranging from more traditional large scale room systems through to individual and personalized end-points. Avaya 1010 and 1020 desktop video systems that provide large screen, HD clarity and office privacy Avaya 1030, 1040 and 1050 systems are designed for the conference or classroom. They utilize dual screens so documents and video content can be seen at the same time. Avaya one-x Communicator provides a software based interface for Click to call/click to Video that works alone or integrated with Microsoft and IBM software. Avaya one-x Agent brings the video experience to call center agents. Avaya Desktop Video Device brings video and all communications together in a rich, unique end user experience Intuitive features (once only associated with voice telephony) such as click to call, on-hold, forward, record and playback enable highly collaborative, synchronized and productive meetings Helping your business be more competitive Flexible, open, SIP based solutions. Avaya delivers open, SIP standards-based, multi-vendor, and evolutionary solutions that interoperate with your existing video systems and provide powerful unified integration with other Avaya applications such as presence federation. Leveraging Avaya Aura application enablement capabilities enables you to integrate your business applications and business process. Scalability lets you easily grow the solution to meet future demand, giving you added investment protection and value. With SIP at the core, and for call control, Avaya Video Conferencing provides access to customization and best in-class developer ecosystems for unlimited innovation, choice and differentiation for your enterprise. Fully unified voice and video network makes using video easy. The Avaya integrated communications platform supports voice and video, enabling simplified deployment, management and monitoring across the enterprise. It provides a standardized dial plan along with common directories, and seamless registration and authentication capabilities. Users simply dial an extension using a phone or soft phone, and the network automatically registers the video endpoints to launch an audio-video call. Users do not need to remember video IP addresses or use multiple devices, whether the video session is an internal strategy call or an external customer call. In addition, intelligent bandwidth management optimizes and prioritizes enterprise video traffic across the network. Low bandwidth requirements compliment network optimization and the architecture choices you have made for your enterprise. Provide cost effective and highly sophisticated video at the desktop. With video at the desktop, and remotely accessible through the use of soft-clients and remote video conferencing units, simple and productive visual collaboration is now available to knowledge workers across the enterprise. Avaya soft phones offer on-demand, peer-to-peer video, establishing video as a powerful tool that employees can leverage for impromptu or scheduled meetings. Desktop video offers rapid deployment at corporate headquarters, regional sites, home offices and almost any other location. Share content as well as video with your peers and partners. 2
Positive return on investment. Customers reporting back to Avaya who expected a 12 month return on their investment have seen positive returns between 6 and 9 months with Avaya video, and usage increases upwards of 30% in their first 6 months. Contact center deployments with video kiosk have measured up to 50% reductions in returned merchandise, reduced time to resolve customer issues (minutes versus hours), and overall cost savings of over 25% for their support services. Video for everyone. Providing interactive collaboration across the enterprise to drive highly productive virtual workgroups is fundamental for Avaya. Intuitive telephony features, interoperability and connectivity are keys to the successful extension of video from the core of your communication infrastructure. Contact Center applications. By adding video to existing contact center voice, IVR, email and text communication, Avaya video communications help businesses collaborate directly with their clients using interactive and visual communications. Customers can watch an agent demonstrate an installation procedure and ask questions in real-time. Contact center agents can take calls from any source outside the enterprise including video phones, the internet, video kiosks, or cell phones. Video kiosks, for example, empower a customer to escalate a question in a physical branch location to an expert at another site, enabling companies to leverage knowledge workers across many locations. All this while providing faster response and resolution times for the customer with the added benefit of diminished costs for the business. Tailored and Packaged Video Solution Services. Avaya Video Services Solutions is a fully customizable, providing enterprises with the flexibility to tailor a solution that fits their budget, specific needs and even a choice of multi-vendor components. The solution provides truly integrated hardware and services focused on the end-user experience. Avaya also offers Video Services packages for your legacy, High Definition and Telepresence video. All Managed Services can be supported through our global Multimedia Network Operations Centers (MNOCs) 2. Video solutions from Avaya include experienced start-to-finish support from Avaya Global Services: Design, implement, and support the complete solution, including Polycom and TANDBERG/Cisco video endpoints, network components, web-based and custom endpoints Integration services including IP network assessment, optimization, security and business continuity. Managed services components include, pre-configuration/testing of schedule calls, proactive monitoring, universal bridging, business-to-business conferencing, security and help-desk 2 For more information, please see the Avaya Video Services Solutions Service Brief. 3
Video makes virtual team work simple and more productive Avaya Video Communication provides high definition, low bandwidth video that is cost-effective for all users across the enterprise. Easy to use and easy to operate, enterprises have unparalleled choice of connectivity and use of sophisticated capabilities according to workgroup or individual preferences. The solution can help you leverage your core communication infrastructure and expand connectivity choices with other systems. Access Point and Capabilities How it Works Why it s Valuable Products Point-to-point desktop video Dial a 4-digit extension using a hard phone or Avaya one-x Communicator and automatically add video to the interaction. Functions such as hold, mute, transfer, and conference work for simultaneous voice and video. Dial by name, not IP address Launch ad hoc video calls from a variety of endpoints or soft clients improving productivity Make regular phone calls more effective with faceto-face interaction. Avaya Aura Communication Manager Avaya one X Communicator and Avaya one-x Agent Avaya Video Integrator software Solution. New desktop video device that provides a new experience for video collaboration New video device is a drag and drop interface with intuitive user interface Avaya Desktop Video Device Drag and drop contacts into video sessions using the user interface on the Avaya Desktop Video Device improving ease of use Adhoc multi-party video Avaya Aura Conferencing provides 16-party adhoc video conferencing capabilities. 6-way adhoc video conferencing leverages Polycom RMX using H.323. Easily add others to the meeting from a phone call using a hard or soft phone. Voice activated or continuous presence, video enhances your meeting experience Add visual context to ad-hoc or planned conversations or small meetings Leverage Avaya telephony capabilities Avaya Aura Communication Manager Solution Avaya one X Communicator and Avaya one-x Agent Avaya Video Integrator software Polycom HDX or VSX series endpoints 4
Access Point and Capabilities How it Works Why it s Valuable Products Click-to-Video from Microsoft Office Communicator or IBM Lotus Sametime Click on a buddy in your contact list and launch a voice and video call. Leverage presence info to connect with buddies quickly, maximizing Avaya telephony features. Simplify access to video calls Avaya Aura Communication Manager Avaya one X Communicator and Avaya one-x Agent Solution Avaya Video Integrator software Microsoft Office Communicator client OR IBM Lotus Sametime Connect client Avaya Aura Conferencing (optional) Polycom HDX or VSX series endpoint (optional) Group Video (conference room) Connect small or large groups that are located in dispersed conference rooms. High definition adds to the optimum video experience. Ideal for group meetings; brings the in-person aspect of live meetings to virtual meetings Rely on bandwidth management, class of service, and integrated voice and video network management capabilities from Avaya Avaya Aura Communication Manager Solution Avaya one X Communicator and Avaya one-x Agent Avaya Video Integrator software Polycom HDX or VSX series endpoints 5
Access Point and Capabilities How it Works Why it s Valuable Products Multipoint Conferencing Connect with you team members for your weekly meeting. Participants can join from different locations, using different types of endpoints For scheduled or ad-hoc calls, the video bridge can dial participants or participants can simply conference in Avaya Aura Communication Manager Solution Avaya or Avaya one X Communicator, one-x Agent, IP Softphone and Avaya Desktop Video Device Avaya Video Integrator software Polycom RMX and MGC series Multipoint Control Units (MCUs) Video for Customer Service Video has become a viable and valuable medium for rich media customer service applications. Providing visual context with speech recognition or streaming live video with service representatives or resident experts enables organizations to serve customers in a more intimate and efficient way. Leading applications involve combining video and speech to help simplify and speed user understanding of self service selections. Organizations can also combine video and voice technology with enterprise CRM data to stream video ads or dynamically offer upgrade incentives and service options. Capabilities How it Works Why it s Valuable Where it is Used Avaya Customer Connections Web Avaya Customer Connections Video Resident expert: enables video kiosks in branch locations to provide immediate, visual access to a live agent, broker or other expert. Provides two-way visual context for agent and customer, such as ability to troubleshoot problems with a consumer product. Offer streaming self help video showing how to use the remote control, connect and program the DVR, online accounts and billing. Web based thin-client with video for dialing into the contact center. Provide faster service and confirmed transactions Drive customer retention and strength of brand Generate incremental revenue through new services Reduce live agent costs by extending expert resources without needing to staff every location Upsell/cross sell opportunities by auto-selection of video content while a transaction is in process Enhanced security: facial recognition while a transaction is in process No infrastructure requirements for end customer Retail locations Branch banks On-line banking Government kiosks Any call center environment Flexible for use within any contact center 6
Capabilities How it Works Why it s Valuable Where it is Used Web Controls for one-x Communicator Easy to use Web UI linked into Avaya voice and video infrastructure. Provides customer branded user interface extending enterprise name recognition and presence Flexible for deployment within any contact center IVVR (Interactive Voice & Video Response) One-way video to user provide visual guidance for voice IVR. For instance, when booking a flight, customer can see choices for routes, flight time, seat assignment, and confirm via IVR. Similar scenario when buying event tickets or booking a hotel room. Reduce operating expenses by having fewer operators Enhance customer satisfaction by providing visual context for mobile users Quicker and more accurate transactions Any call center or help desk Travel reservations Banking Makes speech recognition applications more effective by providing a visual guide in addition to verbal. 3G Mobile Calling to Video Contact Center Offer See You/See Me (CUCme) capability for customer service calls. Improve customer satisfaction by offering a live person for support Any call center Blended media communications - escalate from text to 3G video calls. Provide video self help with mobile phone or other services. Increase customer loyalty Achieve differentiated services More immediate and engaging than text/sms or voice notifications Avaya Managed Video Services Provision of video managed services. Worldwide MNOC services. Multimedia network operations center provides solution and technical expertise Concierge and white glove services Enterprises looking to fully maximize use of the solution and deploy sophisticated capabilities Scheduled environments, managed environments 7
Avaya Managed Video Service Avaya Managed Video Service helps customers increase user adoption of video technology and maximize their return on investment. Managed video solutions are designed to reduce on site complexity and provide the highest user experience. Avaya offers Video Services packages for your legacy, High Definition and Telepresence video. All Managed Services can be supported through our global Multimedia Network Operations Centers (MNOCs). MNOC hubs are located in Ottawa, Canada; Maidenhead, England; Raleigh, North Carolina; and Bangalore, India. Our service is capable of operating seamlessly with multiple brands and versions of video conference equipment. Call on us to operate, maintain and augment an existing infrastructure; we can provide you with a full solution or just address specific services of an overall solution. Learn More To learn more about Avaya video communication and Avaya Managed Video Services, contact your Avaya Account Manager or Avaya Authorized Partner. Or, visit us online at avaya.com. About Avaya Avaya is a global leader in enterprise communications systems. The company provides unified communications, contact centers, and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, customer service and competitiveness. For more information please visit www.avaya.com. 2010 Avaya Inc. All Rights Reserved. Avaya and the Avaya Logo are trademarks of Avaya Inc. and are registered in the United States and other countries. All trademarks identified by, TM or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. Avaya may also have trademark rights in other terms used herein. References to Avaya include the Nortel Enterprise business, which was acquired as of December 18, 2009. 08/10 UC3760-04 avaya.com