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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 sipwithinyourenterprise-090629022848-phpapp02 Avaya sipwithinyourenterprise-090629022848-phpapp02 Presentation Transcript

  • SIP Within Your Enterprise, Simplifying Business Communications While Lowering Costs Darren Verette Avaya Solution Consultant – Avaya’s Business Communication Solutions GroupAvaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
  • http://www.avaya.com/master-usa/en-us/resource/assets/premiumcontent/sipfordummies.pdfAvaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.
  • 1 Business Drivers for SIP and Technology Direction2 Introducing the SIP Session Manager and its Benefits3 SIP Considerations in Customer ContactAvaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
  • Session Initiation ProtocolSIP can be called a “rendezvous” protocol. That is, it allows endpoints on theInternet to discover, locate, negotiate, and establish sessions. What kind ofsessions? Any kind of sessions. SIP is used to establish VoIP (ofcourse), video, gaming, text, call control.SIP is an open protocol standard, with an active working groupon the Internet Engineering Task Force (IETF). Avaya and othermajor companies are active in the IETF SIP working group andin other industry groups, working to ensure that SIP-enabledsolutions work across businesses and enterprises with a variety oflegacy, new, and evolving networking and telecommunicationsinfrastructures and products to enhance and revolutionize the world ofreal-time business communications.SIP is used to identify, locate, and enjoin parties who want to communicateusing any peer-to-peer media type. However, SIP does not transport themedia itself: That is handled by codecs within the communicationsprograms or devices. Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.
  • Technology ShiftUsing SIP for Business Advantage Pre 2000 2000 - Today Tomorrow IN/SS7 CTI Peering and Overlay Overlay Loose Coupling SOA Application Application App App Connection Connection SIP Presence Network Connection IP H.323ISDN and TDM SIP Network Flatten Network Applications Consolidate Everywhere ExtendAvaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.
  • Session Initiation Protocol Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.
  • SIP Helping You Achieve Your Business GoalsPresence allows your employees and customers to communicate more efficiently.User-centricity gives your users more flexibility and options while improvingcontrol of technology and greatly simplifying device (and communications)management.Multi-modal capabilities provide a richer communications experience andempower your business to better serve your customers.Simplified architectures promote interoperability while simultaneously allowingyour business to reduce costs, rapidly deploy new applications and solutions, andgrow with your business. Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.
  • “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 EmailAvaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.
  • Common Customer ScenarioLegacy Consolidation, Incremental Evolution Business Challenge • Heterogeneous multi-vendor mix of TDM and IP • Too complex and costly to “rip and replace” everything in one step • How to get significant cost savings now? • How to securely add incremental UC applications now? • Old costly stand-alone branch/store systems, mobile workforce, etc. Solution delivering Cost savings, TCO, Productivity • Core SIP routing for new and old (use gateways to legacy) • Centralized dial-plan, on-net calling, SIP trunking to core (not edge) • Deploy SIP applications by user: conferencing, mobility, UC, CEBP • Roll out centrally managed branches • Replace legacy incrementally Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.
  • Complexity Video Enterprise Systems Applications Contact Conferencing Centers ServicesCommunication DataSystems Centers ENTERPRISE NETWORK Communication Systems Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved. 10
  • A Business User Wants….The right APPLICATIONSneeded to perform their job atany point in their day..…while CONNECTED to PSTN WiFIany network.. LAN Wireless.. and ACCESS themfrom any device orlocation. In most cases, they can’t. Why? Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved. 11
  • Today’s Objective: To share the key that solves this problem, it’s business impact & projected implication on real-time communications in the enterprise.Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved. 12
  • 1 Business Drivers for SIP and Technology Direction2 Introducing the SIP Session Manager and its Benefits3 SIP Considerations in Customer ContactAvaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.
  • Introducing the SIP Session Manager Global Routing PolicyAvaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.
  • Registrar and Location Function 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.Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.
  • Connecting User to User – Not Device to DeviceAvaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.
  • Enterprise Wide RegistrarAvaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.
  • SIP Entities and Security AgentAvaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.
  • Trusted SIP Entities Across the EnterpriseAvaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.
  • Network Routing PoliciesAvaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.
  • Making Calls Outside the EnterpriseAvaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.
  • Harnessing Network Cost SavingsAvaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.
  • Least Cost RoutingAvaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.
  • Least Cost RoutingAvaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.
  • Policies for the Enterprise and the End UserAvaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.
  • Individual PoliciesAvaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.
  • Session ManagerUser Profile ApplicationsAvaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.
  • 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 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.
  • Immediate Opportunity: 12 month ROI Global Bank X Carrier Costs Savings = $12 Million Savings / Year Consumer Service Provider X Reduced outsourcing PSTN costs = $11 Million Savings/ Year Reduced High Tech Manufacturing X Infrastructure, Carrier Improved customer = $20 Million Savings / Year service Travel and Global Consulting Firm X International Mobile Calling = $ 10 Million Savings / Year Total Savings by 4 Customers: $53 MillionAvaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved. 29
  • 1 Business Drivers for SIP and Technology Direction2 Introducing the SIP Session Manager and its Benefits3 SIP Considerations in Customer ContactAvaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.
  • 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%) Multiple inquiries/Complex question Moderately complicated – Assisted SS Straight forward – low hanging fruit Could be avoided via improved routingAvaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.
  • Current State 800# Self Service PSTN WAN Peripheral GW Call Scripting, Pre Route Caller Options Communication Load Balancing High cost-per-call* Manager Non-optimized self-service No intelligent wait treatment Inconsistent Outcomes Silos of technology Added infrastructure Excessive Maintenance and Administration Call Center *Due to take-back and transfer fees Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.
  • 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 Multiple inquiries/Complex question Is the item still available? – 54 secs Moderately complicated – Assisted SS Straight forward – low hanging fruit Could be avoided via improved routingAvaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.
  • What do these findings reveal? There is value in considering new models for customer routingAvaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.
  • 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 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.
  • Future StateCost Take OutAll ongoing costs associated Servicewith take back and transfer, ProviderGeotel dip fees (SS7) and BPO PSTNIVR are eliminated Agent specific wait treatment, Caller Requested sell, segmentation cross Session Call Scripting, Manager Caller Options Load Balancing Core Communication Manager Feature Server Travel upgrade sold while customer is in queue!Home Agents (now Today, your customer is captiveworking parcel shifts as needed listening to music while infor surge) are cost-optimized queue… DataBPO agents are now 100% Networkreported and observable Communicationthrough DC systems Manager ICR Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Gateway Home Agent ©2009. All rights reserved.
  • Customer Specific Wait Treatment Ms. Davis, thank you for calling Cust Service! Carrier 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 Customer Shipped via FedEx Ground. Your shipping Context Number is 5552345. To repeat this information, Aware Simply press 1. If this completely satisfies your reason for calling today, please press 2 and hang up… Call Scripting, Caller Options Load Balancing Communication Manager Voice PortalExample:10% of Customer ServiceCalls Deflected = $262,000 yr.7.5 Agents @ $35K Call Center Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.
  • Key Benefits of SIP in this Role Uses Voice Portal as primary control point/queue point Reduces PBX footprint -- lower OPEX, and CAPEX Allows businesses to migrate from legacy ACDs (ex: Nortel) to CM New Routing Application for ACD load balancing Eliminates the need for complex, expensive pre-routing CTI solutions (lower OPEX and CAPEX) SIP Call Context Integration reduces CTI complexities Reduces the need for proprietary post-routing CTI solutions (lower OPEX and CAPEX) Enhanced Wait Treatment via an application on VP Improved customer experience and satisfaction Avaya – Proprietary./ Cross-sell agreement or Avaya policy. Up-sell Use pursuant to your signed opportunities ©2009. All rights reserved.
  • Shipping NotificationOutbound CampaignBuilt on Future State 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 Campaign Build scheduled to Arrive on Friday, May 22nd. Your package was Shipped via FedEx Ground. Your shipping Number is 5552346. To repeat this Order information, Simply press 1. Enjoy your ring! Shipped Data Session Launch Manager Campaign Core Ship Date Tracking Number Carrier Network ICR/ProActiveDeflection of inbound calls seeking Outbound shipping date and date of arrival Script/Speech Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.
  • 14-Day Extended WarrantyOutbound CampaignBuilt on Future State 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 Campaign Build 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 14 Day simply authorize the addition by entering… Customer Data Session Launch Manager Campaign Core Pay-Type Confirm User Carrier BioMetrics Network ICR/ProActive $169 Warranty on Flat Screen, OutboundMultiplied by just 10 customers Script/Speech per day = $600,000/YR Just for Flat Screens! Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.
  • Step 1My Mobile ?Customer Care - $Built on Future State Step 6 Step 2 “Work” (Phantom Call) Carrier Data Placed in queue Network Network Step 3 Customer specific wait treatment, EWT, Session cross Manager sell, segmentation Core Agent Analytics ICR Step 5 Step 4 Pre Call Work Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.
  • Return on Investment Areas of PursuitAvaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.
  • Return on Investment Areas of PursuitAvaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.
  • Return on Investment Areas of PursuitAvaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.
  • http://www.avaya.com/master-usa/en-us/resource/assets/premiumcontent/sipfordummies.pdfAvaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.
  • Thank you! Questions / DiscussionAvaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ©2009. All rights reserved.