Avaya Emergency Preparedness Business Continuity


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  • Business Loss vs. Productivity Loss!!!
  • Also see the 'MARKET OVERVIEW' pack Need for resiliency and recovery is clearly visible in the market – either your customers have adopted it already, or they urgently should Focus is shifting away from an IT-only recovery plan to ensure continuation of all critical business functions However, communication is often overlooked, despite voice being the most important means to immediately react to a crisis and communicate with all stakeholders Mobile phones alone are NOT an appropriate means to replace a communication infrastructure in a disaster situation – although they are a useful element of a comprehensive comms continuity plan (corporate phone directory unavailable, phone numbers are usually unknown to customers and colleague, not controlled and possibly logged/recorded as legally required).
  • © 2009 Avaya Inc. All rights reserved. This is an important point particularly for an IT audience, in a Your technology will continue to operate Your people required to maintain it and use it will not
  • © 2009 Avaya Inc. All rights reserved. Changes in workforce availability will occur lightning fast Network based % allocation models will not be fast enough, and you may not have the resources to make the decisions. A single sick resource can also result in a regulated quarantine of the whole building, what then Can you make the decision changes on a mixed set of platforms fast enough? Aura simplifies that task, can be deployed at the core, managed remotely, and negate the need for support at physical locations. Aura provides real-time management of agent / skill availability. Aura support global call forwarding, should a resource become sick and need to diver their calls to an alternate. Importantly, you don’t need an Avaya structure to make this happen, and You can implement it at the sites you choose.
  • © 2009 Avaya Inc. All rights reserved. Many companies continue to under use self-service The service demand gap described above can be significantly lessened by IVR, And, your customers will be more receptive to it when framed around a pandemic response. What’s more, the results have staying power so that you can expect uptake increases to hold post-pandemic Post-Call Automated Survey Pre-test self service options Post-usage testing of added options Proximity of pandemic to the household Likely changes in behavior Impact that affects their relationship with you
  • © 2009 Avaya Inc. All rights reserved. In the most critical of organizations, plans include asking particular skills to remain at the faciliity or to be moved to an isolated location so they can support critical operations with less chance of exposure. We can provide solutions to bring communications services up very quickly in a remote location, even where landline access is not available. We can rapidly augment communications services with video to decrease the stress associated with family separation or to support essential collaborative discussions. Circumstance may dictate the need to occupy temporary facilities Decontamination of primary facilities Temporary quarantine Avaya Mobile Communications Service Avaya Mobile Communications allow easy deployment and rapid reconfiguration A wide array of connectivity options Full featured stand alone or gateway of primary infrastructure
  • © 2009 Avaya Inc. All rights reserved.
  • © 2009 Avaya Inc. All rights reserved.
  • © 2009 Avaya Inc. All rights reserved.
  • Avaya Emergency Preparedness Business Continuity

    1. 1. Building communications continuity into your business continuity planning
    2. 2. Industry: Cost of Downtime (est. per hour) <ul><li>Brokerage operations $6,450,000 </li></ul><ul><li>Credit card authorization $2,600,000 </li></ul><ul><li>Web-based Business $150,000 - 225,000 </li></ul><ul><li>Package shipping services $150,000 </li></ul><ul><li>Catalog sales center $90,000 </li></ul><ul><li>Airline reservation center $89,000 </li></ul><ul><li>Cellular service activation $41,000 </li></ul><ul><li>On-line network fees $25,000 </li></ul><ul><li>ATM service fees $14,000 </li></ul>What will Communications Downtime Cost your Business?
    3. 3. Market Landscape – What is Out There For You? <ul><li>Demand for Recovery and Operational Resiliency is growing. ( A Gartner 2007 survey showed 45% of the respondents reporting an IT-DR budget increase from 4% to more than 8%.) </li></ul><ul><li>Business Continuity historically has been IT-DR focused, but with new classes of threats, it now needs to include all operations and be more comprehensive. </li></ul><ul><li>A study says that only 2% of enterprise consider communications as part of their BC/DR plan </li></ul><ul><li>Voice is arguably the most critical application, being able to communicate with employees, customers, suppliers during unplanned disruptions. </li></ul>
    4. 4. Key Message! Reacting to a Disruption – “Don't take availability of communications for granted!” <ul><li>Your communication infrastructure may not be ... </li></ul><ul><ul><li>... as resilient and reliable as it needs to be (Is one lost data link the end to your communications capabilities?) </li></ul></ul><ul><ul><li>... easy to use (How do your employees call for help?) </li></ul></ul><ul><ul><li>... able to reach the necessary people (Does away from the desk mean out of control?) </li></ul></ul><ul><ul><li>... able to capture all necessary information (Do you know where exactly in your building that 911 call came from? Does your security team know all about that malicious call that your call centre agent is just now receiving?) </li></ul></ul><ul><ul><li>... capable of a quick recovery (Can you quickly set up an alternative communication hub if you are forced out of your building to enable your core business functions to continue?) </li></ul></ul>
    5. 5. The Message: The Three “R’s” of Enterprise Communications Continuity <ul><li>Enables organizations to plan for, react to and recover from a disruption with communications </li></ul>Identify Risk Define Responsibilities Prepare Plan Sustaining Actions Plans:Day-Week-Month Communicate Activate Notify Plan Engagement “ When we took a hard look at our business continuity plans and the security and emergency readiness of our network, we concluded that this wasn’t an area where we wanted to leave anything to chance.” San Francisco International Airport Refine Respond Recover Severe Weather Power Outage Terrorism F I R E
    6. 6. Risk Management Framework Event Event Response Objectives Impact Statement Impact Comparison Against Objectives Response Plan Social Impact Corporate Impact Personnel Impact Customer Impact Passive Impact Assessment Social Impact Corporate Impact Personnel Impact Customer Impact Active Impact Assessment Social Response Corporate Response Personnel Response Customer Response
    7. 7. Four Strategies for Delivering Communications Continuity © 2009 Avaya Inc. All rights reserved. <ul><li>Build Social Distancing into your organization </li></ul><ul><li>Home-basing employees </li></ul><ul><li>Disaggregated campuses </li></ul><ul><li>Self-service </li></ul><ul><li>Sequestering </li></ul>
    8. 8. <ul><li>Business Issues </li></ul><ul><li>Staff unwilling/unable to work in central location </li></ul><ul><li>“ Social cocooning” becomes dominant </li></ul><ul><li>Businesses are unprepared for long term employee absence </li></ul><ul><li>Solutions </li></ul><ul><li>Prepare for technological and business impacts </li></ul><ul><li>Provide employees with capabilities to which they’re accustomed </li></ul><ul><li>Staff should be reachable by customers and co-workers in the same manner as before the pandemic </li></ul>Implement Teleworking Strategy Knowledge Workers and Contact Center Agents “ Recent outbreaks of swine flu highlight the need for companies to have in place pandemic plans that address workforce absenteeism rates of 40% or higher.” - Gartner Inc. analyst Rick DeLotto `
    9. 9. Architecture for Disaggregated Offices <ul><li>Business Issue </li></ul><ul><li>A single event can shut down a office for days, weeks, months </li></ul><ul><li>Contact centers are extremely vulnerable </li></ul><ul><li>Dependence on a single physical location risks complete shut down </li></ul>© 2009 Avaya Inc. All rights reserved. <ul><li>Avaya Solution </li></ul><ul><li>Rapid deployment is critical </li></ul><ul><li>Ensure unique communications needs are met with multi-vendor platform integration </li></ul><ul><li>Free contact centers from geographical constraints with real-time agent login </li></ul>“ This is a really lousy economic time for businesses to have to go cold turkey and not be able to carry on,” Chuck Wilsker President and CEO of The Telework Coalition in Washington, D.C o o o Session Manager Session Manager Session Manager Feature Server Feature Server Feature Server SP Avaya Aura ™
    10. 10. Expand Self-Service © 2009 Avaya Inc. All rights reserved. <ul><li>Business Issues </li></ul><ul><li>Your customers want less face to face interaction </li></ul><ul><li>They will want to find ways to do business from their home </li></ul><ul><li>Can your available resources handle core volumes </li></ul><ul><li>Solutions </li></ul><ul><li>Automate customer interaction with voice and Web solutions </li></ul><ul><li>Conduct an assessment to identify self service strategy based on business needs </li></ul><ul><li>Communicate with customers & employees via automated tools </li></ul>Crisis Event Stage Transaction Rates Pre Peak Post Resource Supply Resource Demand
    11. 11. Support Sequestering <ul><li>Business Issues </li></ul><ul><li>Key employees with mission-critical roles must work with restricted access to society at large </li></ul><ul><li>Groups of employees must be able to change locations quickly </li></ul><ul><li>Certain geographies might not be accessible for work </li></ul>© 2009 Avaya Inc. All rights reserved. <ul><li>Solutions </li></ul><ul><li>Ensure flexibility and rapid deployment with a network integrated temporary communications solution </li></ul><ul><li>Emulate real-life interaction with video collaboration </li></ul><ul><li>Prepare for severe scenarios with satellite based solution </li></ul>
    12. 12. The Avaya Notification Server - Overview
    13. 13. Enterprise/Campus wide - Urgent Notification <ul><li>An Increased Need </li></ul><ul><li>Increased Risk, Threat and Cost, resulting from … </li></ul><ul><ul><li>Natural disasters (Hurricanes, Tornados, Tsunamis), resulting from global climate change </li></ul></ul><ul><ul><li>Regional political turmoil </li></ul></ul><ul><ul><li>Global market dynamics </li></ul></ul><ul><ul><li>Terrorist or criminal activity </li></ul></ul><ul><li>Increased Awareness of the Need to be able to Effectively Respond </li></ul><ul><ul><li>911 calls and ability of first line response (e.g. campus security) - seconds can cost lives </li></ul></ul><ul><ul><li>Weather (snow storms, tornadoes, hurricanes) – stay at home, alternative office, facilities </li></ul></ul><ul><ul><li>Coordination of response teams in the event of an emergency </li></ul></ul><ul><li>Timely Effective Centrally Managed Response – Increasingly Critical </li></ul>
    14. 14. A Notification System <ul><li>A centrally located alert and notification system for use by business leadership, </li></ul><ul><li>human resource management, first line response teams and public safety workers </li></ul><ul><li>An ability to convey critical information and instructions across the organization or response network, real-time </li></ul><ul><li>Triggered at the push of a button or automated </li></ul><ul><li>Pre-configured, dynamic and personalized messages </li></ul><ul><li>Instructions on what to do, how to proceed and how to respond </li></ul><ul><li>Target specific individuals and groups within the organization or network by roles,responsibilities and location </li></ul><ul><li>Capture and consolidate response real-time, regardless of communications mediums </li></ul><ul><li>Support post event analysis </li></ul>
    15. 15. Avaya Notification Server Architecture AVAYA NOTIFICATION SERVER (ANS) Notify and Response SMS Channel IP Network, PSTN, and Wireless IP Phones Analog Phone Mobile Desktop ANS Web Portal WiFi SMS Email Text & Audio Text & Audio Text & Audio Audio Text Text Text IP Phone Channel Voice Channel Email Channel Business Processes (CEBP) Emergency Alerts IM Channel WiFi Channel Vertical Solutions (Financials, Healthcare, Hospitality, Public Sector) Web Services Interface Future Future Notify and Transfer Notify and Conference Multimodal Notifications Escalation Tree User / Group Profiles IT System Alarms Smart Finder Proactive Outreach Notify and Merge Future
    16. 16. ANS Connectivity
    17. 17. ANS Feature Highlights <ul><li>Management Console / Admin UI (Web Portal) </li></ul><ul><ul><li>Message Creation (Pre-recorded and Text-To-Speech) </li></ul></ul><ul><ul><li>Broadcast (Groups, Priority, Security/PIN) </li></ul></ul><ul><ul><li>Reporting on Message Broadcast (Real-time, End of Broadcast – reach, response, response time and device) </li></ul></ul><ul><ul><li>User / Group Profile and LDAP Synchronizing </li></ul></ul><ul><li>Broadcast Trigger (Management Console, Phone or Third party system) </li></ul><ul><li>Multi-model Notification (2-way Voice, 2-way Avaya IP Phone, 1-way SMS & Email/SMTP) </li></ul><ul><li>Notify and Response, Notify and Transfer, Notify and Conference </li></ul><ul><li>Throughput and Capacity – 5,500 Voice Notifications (60 second message) 1 hour </li></ul><ul><li>Integrated with Avaya Communication Manager R4 and above </li></ul><ul><li>Open Web Services API for integration with third party systems </li></ul><ul><li>Horizontally scalable architecture, Highly Available (HA) </li></ul><ul><li>Allow Custom Application Add-on </li></ul><ul><ul><li>Custom Web Portal </li></ul></ul><ul><ul><li>Custom Web Service API adapters </li></ul></ul><ul><ul><li>Custom Delivery Channels </li></ul></ul><ul><ul><li>Custom Voice Portal (IVR) Applications </li></ul></ul><ul><ul><li>Custom Language Support </li></ul></ul>
    18. 18. Emergency Notification Use Cases
    19. 19. Emergency Operations Center
    20. 20. Critical Business Event
    21. 21. Tornado Threat - Branch
    22. 22. Major Financial Institution Leverages Virtual Workforce <ul><li>Operation depends on over 2000 people working in Manhattan </li></ul><ul><li>Business Continuity Mandate to work from anywhere </li></ul><ul><ul><li>Driven by need… travel, customer visits </li></ul></ul><ul><ul><li>Driven by necessity… pandemic, weather, strike, terrorism </li></ul></ul><ul><li>Solution created </li></ul><ul><ul><li>Avaya one-X ® Portal enables employees to work at home, moving critical face to face employees to NJ sites </li></ul></ul>For companies trying to justify business continuity initiatives… as a consequence of virtualization, typically absence rates decline, employee satisfaction increases and productivity grows
    23. 23. Communications Preparedness Summary <ul><li>Don’t be caught off guard – build a plan today </li></ul><ul><ul><li>How would you have reacted if we reached Stage 6 in the recent pandemic? </li></ul></ul><ul><li>Model and test your plan, to ensure smooth operations </li></ul><ul><ul><li>Are you confident your enterprise can do without communications for a day? Week? </li></ul></ul><ul><li>Build flexibility into your communications plan </li></ul><ul><ul><li>Do you know where and when your business continuity plan will be called upon? </li></ul></ul>© 2009 Avaya Inc. All rights reserved.
    24. 24. Related Offers <ul><li>Service Offers </li></ul><ul><li>CC Pandemic Readiness Review </li></ul><ul><li>CC Pandemic Desktop Exercises </li></ul><ul><li>Telecommuter / Home Agent Program Development </li></ul><ul><li>Telecommuter / Home Agent Program Evaluation </li></ul><ul><li>Self-Service Application Development </li></ul><ul><li>Call Back Survey </li></ul><ul><li>Emergency Broadcast Notification </li></ul><ul><li>Enterprise Continuity Assessment & Mitigation </li></ul><ul><li>AOS </li></ul><ul><li>Product Offers </li></ul><ul><li>Avaya Aura </li></ul><ul><li>VoicePortal </li></ul><ul><li>Mobile Communications System </li></ul><ul><li>Avaya one-X ® Communicator </li></ul><ul><li>Avaya one-X ® Portal </li></ul><ul><li>Avaya one-X ® Agent </li></ul><ul><li>VPNremote phone </li></ul><ul><li>Video </li></ul><ul><ul><li>Group systems </li></ul></ul><ul><ul><li>Desktop </li></ul></ul><ul><ul><li>Contact center </li></ul></ul>© 2009 Avaya Inc. All rights reserved.
    25. 25. © 2009 Avaya Inc. All rights reserved. Questions