Avaya: How to Give Your Business Apps Better People Skills From Oct 2013 Webinar


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  • Avaya: How to Give Your Business Apps Better People Skills From Oct 2013 Webinar

    1. 1. How to Give Your Business Apps Better People Skills The Essential Executive Webinar Series October 16, 2013 © 2013 Avaya Inc. All rights reserved. 1
    2. 2. Dr. Hari Gunasingham © 2013 Avaya Inc. All rights reserved. Gary E. Barnett Rich Tehrani Zeus Kerravala 2
    3. 3. Ask Your Use the Q&A window in the console © 2013 Avaya Inc. All rights reserved. Send an e-mail to CE@avaya.com ‘s 3
    4. 4. Today’s Challenges Business Unit Executives Deliver differentiated advantage Intersecting social business, mobile technology and customer engagement Generate new revenue and drive profitability © 2013 Avaya Inc. All rights reserved. User Experience BYOD Collaboration, Mobility and Agility SOFTWARE IS FLUID CIO IT Collaboration enable applications Build/ new competitive apps: faster and reusable Use modern application development skills 4
    5. 5. Businesses Are Going Crazy for Apps App development project revenue will reach $100 billion in 2015 Source: research2guidance.com © 2013 Avaya Inc. All rights reserved. 5
    6. 6. Enterprises Also Want Collaboration Top Ranked Technology Innovation Priorities Source: Ventana Research, Business Technology Innovation Benchmark Research © 2013 Avaya Inc. All rights reserved. 6
    7. 7. Collaboration Needs Include… …Commercial Apps  Rules-based call redirection/ID change and dynamic team formation capabilities using Avaya Scopia ®  Medical solutions provider wants to develop a ‘code-red’ application for dynamic team formation during network outage …Custom Apps  Global Bank wants a whitelist across 850 branches for their staff to reduce logjam in Call Center  Large outsourced Contact Center wants each agent’s call display to show a particular business, and charge that business on a per call/minute basis Creating Snap-in Services for Other Apps to Consume  Avaya Partner wants to sell rules-based call block based on time of day, area code, and DoNotCall lists  University builds a re-usable gateway text messaging service to support other institutional apps © 2013 Avaya Inc. All rights reserved. 7
    8. 8. © 2013 Avaya Inc. All rights reserved. 8
    9. 9. © 2013 Avaya Inc. All rights reserved. 9
    10. 10. © 2013 Avaya Inc. All rights reserved. 10
    11. 11. © 2013 Avaya Inc. All rights reserved. 11
    12. 12. © 2013 Avaya Inc. All rights reserved. 12
    13. 13. ‘Communications Enablement’ Becomes Reality UC Applications Enablement Presence Telephony Messaging Today’s User Web Services LOB Application APIs Devices Workflow Processes Communications Enabled Business Processes Video Conferencing Products Collaboration Audio Voice Data Conferencing Identity & Security Platforms 13 © 2013 Avaya Inc. All rights reserved. 13
    14. 14. i APIs CTI Contact Center SDKs XML Application Web Service Web Voice SDKs Mobile SDKs Collaboration Development Needs to Evolve 14 © 2013 Avaya Inc. All rights reserved. 14
    15. 15. An Open, Extensible Approach is Needed Collaboration Enabled Applications Developer Interface Collaboration Tools Infrastructure Key Requirements:  Built on open, standard interfaces  Abstracts complex communications  Integrated security  Support for multi channel communications  Video  Highly scalable  Cloud ready © 2013 Avaya Inc. All rights reserved. 15 15
    16. 16. Avaya Aura® Collaboration Environment Transforming the Way We Work An application development platform that:     Integrates communication / collaboration into any app or sequence of apps Makes vertical apps quick and easy to develop and deploy Provides an enterprise grade foundation Allows developers to focus on business challenges vs. deep telephony / protocol knowledge  Speeds the pace of business regardless of location © 2013 Avaya Inc. All rights reserved. 16
    17. 17. Avaya Aura® Collaboration Environment Key Capabilities  Tailor collaboration for any role, task or vertical Turn discrete applications and services into compelling collaboration solutions Embed collaboration and communication into any application or sequence of applications  Rapidly execute and deploy diverse collaboration applications and services  Automatically deploy with scalability, highly availability, security and virtualization  Snap-in approach enables applications to be written once and be extensible across many applications  Expose a broad array of standard interfaces for developers to use  Invoke services using a common set of methods for voice, media, data, email/SMS and video  Provide an effective developer experience © 2013 Avaya Inc. All rights reserved. SDK for a complete range of modalities and applications  Developers do not require detailed knowledge of telephony or protocols  Speed time to deployment using sample applications 17
    18. 18. Avaya Aura® Collaboration Environment Today Future: Avaya’s own products running on the platform! Rapid creation of applications and services across UC and Customer Experience Management IVR 3rd Party ISV Developed Corporate Enterprise Developed Workflow Avaya Context UC & Store Customer Speech Journey CEM Products Analytics Correlation Web Employee Collaboration Environment Customer Mobile Scalability Security Virtualization Reliability Management Serviceability Customer Service Social Communication Manager Session Manager System Manager Media Server © 2013 Avaya Inc. All rights reserved. 18
    19. 19. Why Avaya Aura® Collaboration Environment?  Enables a new class of collaboration apps tailored for any role, task or vertical, turning discrete apps and services into full solutions  Provides a single developer experience: no specific communications skills needed  Brings rich enterprise-grade communication capabilities into social, mobile, cloud and business applications across UC/CC  Applications deployed are automatically scalable, highly available, secure  Apps are cloud-ready – Collaboration Environment is completely virtualized  WebRTC SDK– (Future) Enables creation of any enterprise-grade UC and CC WebRTC client with multichannel features and no installation © 2013 Avaya Inc. All rights reserved. 19
    20. 20. Avaya Aura Collaboratory TM Avaya Aura® Collaboration Environment Avaya clients & PSTN access Enterprise Corporate Developers USER DEVELOPED APPS AVAYA CUSTOMER EXPERIENCE MANAGEMENT APPLICATIONS AVAYA UNIFIED COMMUNICATION APPLICATIONS Collaboration Environment ISV Developers Optional Eclipse-based development environment COLLABORATION APIs SCALABILITY Avaya Aura® Platform stack SECURITY Security VIRTUALIZATION Email & SMS service support RELIABILITY Reliability MANAGEMENT SERVICEABILITY Avaya Scopia® video infrastructure Systems Integrators © 2013 Avaya Inc. All rights reserved. 20
    21. 21. Avaya Aura Collaboratory TM      Jumpstart without up-front infrastructure upgrades Secure access a dedicated sandbox with optional development environment DevConnect Technical Support for environment & CE API coverage Offered on subscription basis via DevConnect Program Pre-configured, ready for immediate use The Benefits © 2013 Avaya Inc. All rights reserved. 21
    22. 22. Summarizing Today’s Key Points 1. What Are Today’s Pressing Business Challenges? 2. How Can CommunicationsEnabled Apps Solve Them? 3. What Kind of Platform Is Needed? 4. What is Avaya Aura® Collaboration Environment And Where Is It Headed? © 2013 Avaya Inc. All rights reserved. 22
    23. 23. Survey © 2013 Avaya Inc. All rights reserved. 23
    24. 24. for Joining Avaya’s Collaboration Webinar Email your Questions to: CE@avaya.com www.avaya.com © 2013 Avaya Inc. All rights reserved. 24