Avaya   Sip Within Your Enterprise
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  • The truth is, even in the era of convergence the typical enterprise infrastructure is inherently complex consisting of different communication systems from different vendors, different devices and different locations. End user functionality is limited by all of those elements.Kevin Kennedy’s notes:The fact of the matter is that decades of innovation has resulted in a complex entanglement of networked applications.  Operationally the coexistence of circuit oriented dial plans and data oriented domain addresses has created enterprise complexity. The voice world of the 1980’s maintained a full vertical stack of proprietary hardware, operating systems, applications and devices.  The networks defined the relationship of the user and the applications.  In the 1990’s the access media was disaggregated from the connection and application.   This allowed us to put people and devices anywhere, but as an industry we still followed a legacy architecture with connections intertwined with monolithic applications.
  • Global Bank - Over $1 million per month in carrier cost savings, a 65% reduction, Payback in less than one year, Negotiated 30% reduction in ongoing per-minute PSTN ratesService Provider – $11 million in annual savings from Reduced outsourcer costs, Eliminating take-back & transfer, Reducing PSTN costsHigh Tech Manufacturing - Expecting $20 million per year in savings, Reduced infrastructure and licensing, eliminating carrier “post routes”, Improved customers satisfaction from regionalized self service, targeted “wait” treatments, better agent routingGlobal Consulting Firm - Travel cost reduction over $10 million per year International mobile callingcost reduction over $500k per month

Avaya Sip Within Your Enterprise Presentation Transcript

  • 1. SIP Within Your Enterprise, Simplifying Business Communications While Lowering Costs
    Darren Verette
    Avaya Solution Consultant – Avaya’s Business Communication Solutions Group
  • 2. http://www.avaya.com/master-usa/en-us/resource/assets/premiumcontent/sipfordummies.pdf
  • 3. Business Drivers for SIP and Technology Direction
    1
    Introducing the SIP Session Manager and its Benefits
    2
    SIP Considerations in Customer Contact
    3
  • 4. Session Initiation Protocol
    SIP can be called a “rendezvous” protocol. That is, it allows endpoints on the Internet to discover, locate, negotiate, and establish sessions. What kind of sessions? Any kind of sessions. SIP is used to establish VoIP (of course), video, gaming, text, call control.
    SIP is an open protocol standard, with an active working group
    on the Internet Engineering Task Force (IETF). Avaya and other
    major companies are active in the IETF SIP working group and
    in other industry groups, working to ensure that SIP-enabled
    solutions work across businesses and enterprises with a variety of legacy, new, and evolving networking and telecommunications
    infrastructures and products to enhance and revolutionize the world of real-time business communications.
    SIP is used to identify, locate, and enjoin parties who want to communicate using any peer-to-peer media type. However, SIP does not transport the media itself: That is handled by codecs within the communications programs or devices.
  • 5. Pre 2000
    2000 - Today
    Tomorrow
    IN/SS7
    Overlay
    CTI
    Overlay
    Peering and
    Loose Coupling
    SOA
    SIP
    Presence
    H.323
    IP
    SIP
    ISDN and TDM
    ApplicationsEverywhere
    FlattenConsolidateExtend
    Technology ShiftUsing SIP for Business Advantage
    App
    App
    Application
    Application
    Connection
    Connection
    Connection
    Network
    Network
    Network
  • 6. Session Initiation Protocol
  • 7. Presenceallows your employees and customers to communicate more efficiently.
    User-centricitygives your users more flexibility and options while improving control of technology and greatly simplifying device (and communications)
    management.
    Multi-modal capabilitiesprovide a richer communications experience and empower your business to better serve your customers.
    Simplified architecturespromote interoperability while simultaneously allowing your business to reduce costs, rapidly deploy new applications and solutions, and grow with your business.
    SIP Helping You Achieve Your Business Goals
  • 8. “How can I reach you…?”
    Home Number
    Office Number
    Direct Number
    Fax Number
    Mobile Number
    Text Messaging SMS
    IM Screen Name or Alias
    Facebook/Social Networking
    Corporate Email
    Personal Email
  • 9.
    • Heterogeneous multi-vendor mix of TDM and IP
    • 10. Too complex and costly to “rip and replace” everything in one step
    • 11. How to get significant cost savings now?
    • 12. How to securely add incremental UC applications now?
    • 13. Old costly stand-alone branch/store systems, mobile workforce, etc.
    Business Challenge
    • Core SIP routing for new and old (use gateways to legacy)
    • 14. Centralized dial-plan, on-net calling, SIP trunking to core (not edge)
    • 15. Deploy SIP applications by user: conferencing, mobility, UC, CEBP
    • 16. Roll out centrally managed branches
    • 17. Replace legacy incrementally
    Solution delivering Cost savings, TCO, Productivity
    Common Customer ScenarioLegacy Consolidation, Incremental Evolution
  • 18. Complexity
    Video
    Systems
    Enterprise
    Applications
    Contact
    Centers
    Conferencing
    Services
    Communication
    Systems
    Data
    Centers
    ENTERPRISE
    NETWORK
    Communication
    Systems
    10
  • 19. A Business User Wants….
    The right APPLICATIONS needed to perform their job at any point in their day..
    PSTN
    WiFI
    LAN
    Wireless
    …while CONNECTED to any network..
    .. and ACCESS them from any device or location.
    In most cases, they can’t. Why?
    11
  • 20. Today’s Objective:
    To share the key that solves this problem, it’s business impact & projected implication on real-time communications in the enterprise.
    Applications
    Connections
    Access
    12
  • 21. Introducing the SIP Session Manager and its Benefits
    2
    Business Drivers for SIP and Technology Direction
    1
    SIP Considerations in Customer Contact
    3
  • 22. Introducing the SIP Session Manager
    Global Routing Policy
  • 23. Registrar Server. When users come online, they need to make sure that others are aware they’re available to take and make calls. The Registrar authenticates and registers users when they come online, and stores information on the users’ logical identities and the communications devices or physical entities (IP address) of the communication devices they can use. The devices are identified by their URIs.
    Location Service. As users roam, the network needs to be continually aware of their locations. The location service is a database that keeps track of users and their locations. The location service gets its input from the registrar server and provides key information to the proxy and redirect servers. A SIP proxy or redirect server uses this information to obtain the mapping from logical
    SIP addresses to physical SIP addresses, so that communication sessions can be properly established and maintained.
    Registrar and Location Function
  • 24. Connecting User to User – Not Device to Device
  • 25. Enterprise Wide Registrar
  • 26. SIP Entities and Security Agent
  • 27. Trusted SIP Entities Across the Enterprise
  • 28. Network Routing Policies
  • 29. Making Calls Outside the Enterprise
  • 30. Harnessing Network Cost Savings
  • 31. Least Cost Routing
  • 32. Least Cost Routing
  • 33. Policies for the Enterprise and the End User
  • 34. Individual Policies
  • 35. Session Manager
    User Profile Applications
  • 36. Green Benefits of SIP-based ArchitecturesSoftware configurations significantly reducing hardware needs
    40,000 users
    2 Data Centers
    Full redundancy
    Traditional approach
    242 Rack Units
    New approach
    54 Rack Units
    78% reduction
  • 37. Immediate Opportunity: 12 month ROI
    $12 Million Savings / Year
    Global Bank
    Carrier Costs Savings
    =
    X
    $11 Million Savings/ Year
    Consumer
    Service Provider
    Reduced outsourcing
    PSTN costs
    =
    X
    $20 Million Savings / Year
    High Tech Manufacturing
    Reduced Infrastructure, Carrier
    Improved customer service
    =
    X
    $ 10 Million Savings / Year
    Global Consulting Firm
    Travel and International Mobile Calling
    =
    X
    Total Savings by 4 Customers: $53 Million
    29
  • 38. SIP Considerations in Customer Contact
    3
    Business Drivers for SIP and Technology Direction
    1
    Introducing the SIP Session Manager and its Benefits
    2
  • 39. Multiple inquiries/Complex question
    Moderately complicated – Assisted SS
    Straight forward – low hanging fruit
    Could be avoided via improved routing
    A Day in the Life of Customer Service
    Observations on two separate visits
    Most frequent calls:
    When does my product ship/arrive?
    Question about payments
    Of the 33 calls observed, 5 were related to shipping (15.5%)
    Of the 33 calls observed, 12 were “complex” (36.2%)
    Of the 33 calls observed, 4 were transferred to Credit Provider (12.1%)
    The remaining 12 calls vary significantly in caller intent and complexity (36.2%)
  • 40. Call Scripting,
    Caller Options
    Load Balancing
    Call Center
    Current State
    800#
    PSTN
    WAN
    Self Service
    Peripheral GW
    Pre Route
    Communication
    Manager
    High cost-per-call*
    Non-optimized self-service
    No intelligent wait treatment
    Inconsistent Outcomes
    Silos of technology
    Added infrastructure
    Excessive Maintenance and
    Administration
    *Due to take-back and
    transfer fees
  • 41. Multiple inquiries/Complex question
    Moderately complicated – Assisted SS
    Straight forward – low hanging fruit
    Could be avoided via improved routing
    Call Observation – Categorization
    When does my item ship? What’s my balance? When is my next payment? – 2:20 seconds
    Return product – How do I return?
    When will my product be delivered?
    No caller id
    Can I pay my bill online?
    May I return the product? - 3:20 seconds
    I’m going to return an item and I’d like to debate the shipping fee – 2:00
    Is the item still available? – 54 secs
  • 42. What do these findings reveal?
    There is value in considering new models for customer routing
  • 43. A Transformational Solution for Operations, ITand Customer Relationship Imperatives
    SIP Intelligent Customer Routing
    A.K.A. Customer Context Routing
    Intelligent Wait Treatments
    Next Generation Multi-Modal Customer Contact
    Call Context Routing
    Workflow
    Proactive Outbound Notification
    SIP Load Balancing
    Self Service Functions
  • 44. Session
    Manager
    Core
    DataNetwork
    Home Agents (now
    working parcel shifts as needed
    for surge) are cost-optimized
    BPO agents are now 100%
    reported and observable
    through DC systems
    Future State
    Cost Take Out
    All ongoing costs associated
    with take back and transfer,
    Geotel dip fees (SS7) and BPO
    IVR are eliminated
    Service
    Provider
    PSTN
    Caller specific wait treatment,
    cross sell, segmentation
    Agent
    Requested
    Call Scripting,
    Caller Options
    Load Balancing
    Communication
    Manager Feature Server
    Travel upgrade sold while customer is in queue! Today, your customer is captive
    listening to music while in queue…
    Communication
    Manager
    ICR
    Gateway
    Home Agent
  • 45. Call Scripting,
    Caller Options
    Load Balancing
    Communication
    Manager
    Ms. Davis, thank you for calling Cust Service!
    A customer service agent will be right with
    you. Your recent order of the Denim Pants
    shipped On Monday, June 8th and is scheduled
    to Arrive on Friday, June 12th. Your package was
    Shipped via FedEx Ground. Your shipping
    Number is 5552345. To repeat this information,
    Simply press 1. If this completely satisfies your
    reason for calling today, please press 2 and
    hang up…
    Voice Portal
    Call Center
    Customer Specific Wait
    Treatment
    Carrier
    Customer
    Context
    Aware
    Example:
    10% of Customer Service
    Calls Deflected = $262,000 yr.
    7.5 Agents @ $35K
  • 46. Key Benefits of SIP in this Role
    Uses Voice Portal as primary control point/queue point
    New Routing Application for ACD load balancing
    SIP Call Context Integration reduces CTI complexities
    Enhanced Wait Treatment via an application on VP
    • Reduces PBX footprint -- lower OPEX, and CAPEX
    • 47. Allows businesses to migrate from legacy ACDs (ex: Nortel) to CM
    • 48. Eliminates the need for complex, expensive pre-routing CTI solutions (lower OPEX and CAPEX)
    • 49. Reduces the need for proprietary post-routing CTI solutions (lower OPEX and CAPEX)
    • 50. Improved customer experience and satisfaction
    • 51. Up-sell / Cross-sell opportunities
  • Session
    Manager
    Core
    Ms. Davis, This is ABC calling with a shipping update! Your recent order of the Sterling Silver Platinum & 18K Vermeil Blue Amethyst Etruscan Ring shipped On Monday, May 18th and are scheduled to Arrive on Friday, May 22nd. Your package was Shipped via FedEx Ground. Your shipping Number is 5552346. To repeat this information, Simply press 1. Enjoy your ring!
    Launch
    Campaign
    Ship Date
    Tracking Number
    Shipping Notification
    Outbound Campaign
    Built on Future State
    Campaign Build
    Order
    Shipped
    Data
    Carrier
    Network
    ICR/ProActive
    Outbound
    Script/Speech
    Deflection of inbound calls seeking
    shipping date and date of arrival
  • 52. Session
    Manager
    Core
    Mr. Douglas, this is a courtesy call from ABC!
    We trust you are enjoying your new
    Mitsubishi HDTV! We wanted to advise you
    that today is the last day you can add the full 2 year Protection Plan to your purchase. Why not
    add this important coverage to your purchase
    now? If you’d like to proceed with this coverage
    simply authorize the addition by entering…
    Launch
    Campaign
    Pay-Type
    Confirm User BioMetrics
    14-Day Extended Warranty
    Outbound Campaign
    Built on Future State
    Campaign Build
    14 Day
    Customer
    Data
    Carrier
    Network
    ICR/ProActive
    Outbound
    Script/Speech
    $169 Warranty on Flat Screen,
    Multiplied by just 10 customers
    per day = $600,000/YR
    Just for Flat Screens!
  • 53. ?
    $
    Pre Call
    Work
    Session
    Manager
    Core
    Step 2
    “Work” (Phantom Call)
    Placed in queue
    Step 3
    Customer specific wait treatment, EWT,
    cross sell, segmentation
    Agent
    ICR
    Analytics
    Step 5
    Step 4
    Step 1
    My Mobile
    Customer Care -
    Built on Future State
    Step 6
    Data Network
    Carrier
    Network
  • 54. Return on Investment Areas of Pursuit
  • 55. Return on Investment Areas of Pursuit
  • 56. Return on Investment Areas of Pursuit
  • 57. http://www.avaya.com/master-usa/en-us/resource/assets/premiumcontent/sipfordummies.pdf
  • 58. Thank you!
    Questions / Discussion