Avaya aura presence services by packet base

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Avaya aura presence services by packet base

  1. 1. Avaya Intelligent Presence Services Enabling Innovative Applications in a Multi-vendor World PacketBase, Inc. www.packetbase.com 866.405.3992
  2. 2. Presentation Agenda <ul><li>Presence for Real Time Communications </li></ul><ul><li>Avaya Intelligent Presence: Presence Across the Enterprise </li></ul><ul><li>Intelligent Presence Server </li></ul>
  3. 3. The Presence-aware Application Challenge Evolution of the Presence in the market <ul><li>Current Market </li></ul><ul><li>Customers deploying Instant Messaging with Presence </li></ul><ul><ul><li>Microsoft, IBM, Google Talk (SMB) , Jabber (financial, government, other enterprise) , … </li></ul></ul><ul><ul><li>Presence deployed as a “foundation” for customer UC initiatives </li></ul></ul><ul><li>Customers now expecting more – presence truly empowering their many applications </li></ul><ul><ul><li>Accurate presence for all team members, inside and outside of the corporation </li></ul></ul><ul><ul><li>Presence available in all working environments </li></ul></ul><ul><li>Challenge - no common way to develop new presence-aware apps </li></ul><ul><li>Many vendors, multiple protocols and APIs </li></ul><ul><li>Fragmented – no single vendor-independent “view” </li></ul><ul><li>Full real-time presence requires high performance, scale </li></ul><ul><li>Presence needs to be “always on” (not just client driven) </li></ul>
  4. 4. The Presence-aware Application Challenge How do we, customers and partners develop apps? Customer Service Satisfaction, Loyalty New UC clients Productivity Communications Enabled Business Processes Agility, Process Acceleration Collaboration Speed, Efficiency Mobility, Wireless Telephony, Softphone Voice Messaging Customer Service Agents Enterprise Clients Instant Messaging Calendars, Profiles Location, GPS Internet Services Web 2.0 Social Networking Business Applications Network Location PC Status Speech
  5. 5. Avaya Intelligent Presence Across the Enterprise Customer Service Satisfaction, Loyalty New UC clients Productivity Communications Enabled Business Processes Agility, Process Acceleration Collaboration Speed, Efficiency Mobility, Wireless Telephony, Softphone Voice Messaging Customer Service Agents Enterprise Clients Instant Messaging Calendars, Profiles Location, GPS Internet Services Web 2.0 Social Networking Business Applications Network Location PC Status Intelligent Presence Speech
  6. 6. The Importance of Scalability <ul><li>Presence-aware applications require unified “user” presence </li></ul><ul><ul><li>Aggregation of presence from multiple devices </li></ul></ul><ul><ul><li>Policy and rules define holistic user presence </li></ul></ul><ul><ul><li>Presence reported across the enterprise </li></ul></ul><ul><li>Presence ‘traffic’ grow exponentially based on users, devices and subscribers/contacts </li></ul><ul><ul><li>State change in any reporting device drives updates to each subscriber across the network </li></ul></ul><ul><li>Latency reduces reliability and utility of information </li></ul>
  7. 7. The “Always On” Issue <ul><li>What happens if I turn off the client? </li></ul>Public IM Calendar On the phone Phones/soft clients Enterprise IM Busy Available In a meeting
  8. 8. User Presence Status is Missing or Misleading <ul><li>What happens if I turn off the client? </li></ul>Public IM Calendar Phones/soft clients Enterprise IM Offline Offline Offline
  9. 9. What’s Possible: Presence-aware Applications <ul><li>Resident Expert easy access to the right skills beyond contact center </li></ul><ul><li>Presence-based routing to non-agent groups based on availability </li></ul><ul><li>Smart “IVR” applications, e.g. automated branch office overflow based on local availability </li></ul><ul><li>Available : Integrated presence in Avaya one-X Portal, Avaya one-X Communicator </li></ul><ul><li>9600-series SIP phones </li></ul><ul><li>Avaya one-X Mobile </li></ul><ul><li>Personal/social policies </li></ul><ul><li>At-hoc collaboration using relevance, proximity, skills </li></ul><ul><li>Accelerate notification & escalation using presence </li></ul><ul><li>Connect managers and teams based on proximity to event and availability </li></ul><ul><li>Automatically inform customers when the right resources become available to talk to them </li></ul>Customer Service Collaboration CEBP <ul><li>Increased productivity </li></ul><ul><li>Easier collaboration between mobile, remote and HQ employees </li></ul>Business Benefits <ul><li>Faster one-and-done resolution, lower costs </li></ul><ul><li>Customer satisfaction </li></ul><ul><li>Resource productivity </li></ul>Business Benefits <ul><li>Process acceleration </li></ul><ul><li>Getting to the right people </li></ul><ul><li>More proactive customer engagement </li></ul>Business Benefits
  10. 10. Office Cell Phone: Extension to Cellular one-X Mobile Mobile Teleworker/ Remote STATUS (automatic or user selected) - Available - Busy - Unavailable - Out of office - Offline <ul><li>SYSTEM MESSAGE </li></ul><ul><li>Away </li></ul><ul><li>On a call </li></ul><ul><li>In a conference </li></ul><ul><li>Hosting a conference </li></ul><ul><li>In a meeting </li></ul><ul><li>Out of office </li></ul>CHANNEL STATUS (phone, email, IM, video) - Available - Conditional - Unavailable IP Softphone one-X Portal one-X Deskphone TDM / Analog SIP/H.323 VPN Remote one-X Portal IP Softphone Customer Service Collaboration Communication Enabled Business Processes
  11. 11. <ul><li>Resident Expert access to skills beyond contact center </li></ul><ul><li>Presence-based routing to non-agent groups based on availability </li></ul><ul><li>Smart “IVR” applications </li></ul>Online Customer Service Collaboration Communication Enabled Business Processes <ul><li>Integrated presence gives immediate access to experts, drives first call resolution </li></ul><ul><li>Increased customer satisfaction and loyalty </li></ul>Unique Advantages
  12. 12. Automatic notification to customer account managers Customer Notification Trigger Event Automatic speech-based assistant locates the right people, provides information, gets status and reports back to the process Later, a remote production event is automatically identified from real-time data stream monitoring <ul><li>Accelerate notification & escalation using presence </li></ul><ul><li>Automatically connect to customers when right resources available </li></ul><ul><li>Connect managers and teams based on proximity to event and availability </li></ul>Automatic outbound proactive contact to impacted customers Business Process architect drags-and-drops communication escalations into key business processes The right response team automatically alerted and assembled Customer Service Collaboration Communication Enabled Business Processes <ul><li>Presence-enhanced CEBP increases communications enablement effectiveness </li></ul><ul><li>Improved process execution and timely resolution of issues </li></ul>Unique Advantages
  13. 13. What’s New: Avaya Intelligent Presence Server Enabling innovative applications in a multi-vendor world <ul><li>Single point of user presence aggregation </li></ul><ul><ul><li>Common vendor-independent application development </li></ul></ul><ul><ul><li>Complimentary to enterprise roll-outs of Microsoft, IBM, etc. </li></ul></ul><ul><li>Uniquely integrating presence from many sources </li></ul><ul><ul><li>Hub bridging multiple open standards: XMPP, SIP/SIMPLE, Web Services </li></ul></ul><ul><ul><li>Microsoft OCS, Exchange, IBM Lotus Sametime, Domino, AIM, .. </li></ul></ul><ul><li>Real-time “always-on” performance, proven technology </li></ul><ul><ul><li>Scale to hundreds of thousands of users, <1 second response </li></ul></ul><ul><ul><li>Enterprise and user policies </li></ul></ul><ul><ul><li>Leveraging Jabber high-performance presence technology </li></ul></ul><ul><ul><li>Leveraging Avaya real-time communications expertise </li></ul></ul><ul><li>Enabling new innovative presence-aware applications </li></ul><ul><ul><li>Examples: New UC clients, Enhanced customer service, Resident expert, Smart call routing, Ad-hoc conferencing, CEBP notification and escalation </li></ul></ul><ul><ul><li>Intelligent Presence Server bundled with Avaya and partner applications </li></ul></ul>
  14. 14. Proven High-performance Technology Collectors/Publishers Presence Management Subscription, Collection, Composing, Publishing Avaya Intelligent Presence Server High Availability Scalable Architecture – Load balancing, Multi-server, Automated Failover Availability Rules Management Enterprise LDAP Directory Users, Policies, Devices Web Services <ul><li>Leverages Avaya real-time communications expertise </li></ul><ul><li>Leverages Jabber XCP TM – proven presence and messaging engine </li></ul><ul><li>SIP/SIMPLE, XMPP and multi-vendor presence collectors/ publishers </li></ul>Java API OCS Exchange Sametime Domino Real-time AES Real-time SIP XMPP SIP/ Simple Web Services Functionality being rolled out across releases, see roadmap
  15. 15. Intelligent Presence – The Avaya Difference <ul><li>Performance </li></ul><ul><ul><li>SIP server-to-server reduces message load across the network </li></ul></ul><ul><ul><li>Essential for global WANs, home/mobile workers, business continuity offsite use </li></ul></ul><ul><ul><li>High performance telephony event throughput with Avaya AES </li></ul></ul><ul><li>Scale </li></ul><ul><ul><li>20K “presentities”/server </li></ul></ul><ul><ul><li>Expansion via multi-server scaling </li></ul></ul><ul><ul><li>Servers share common user database (information is cached locally) </li></ul></ul><ul><ul><li>Each IPS Server can talk with multiple clients </li></ul></ul><ul><ul><li>IPS Servers also talk with each other </li></ul></ul><ul><ul><li>Scales and load-balances across multiple servers </li></ul></ul><ul><ul><li>Active/active failover </li></ul></ul>
  16. 16. Intelligent Presence – The Avaya Difference <ul><li>Multi-protocol </li></ul><ul><ul><li>Unique solution with native SIP/SIMPLE and XMPP protocols </li></ul></ul><ul><ul><li>Single user view of presence – not separate identities </li></ul></ul><ul><ul><li>Allows Internet presence to be enterprise integrated </li></ul></ul><ul><ul><li>Extensible and open architecture – easily add new collectors/publishers </li></ul></ul><ul><li>Availability Rules </li></ul><ul><ul><li>Building on aggregated presence to determine true “availability” </li></ul></ul><ul><ul><li>Examples: [on phone but not IM], [both desktop and mobile] </li></ul></ul><ul><ul><li>Rules will become user-customizable in later release </li></ul></ul>
  17. 17. © 2007 Avaya Inc. All rights reserved.

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