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  • © 2009 Avaya Inc. All rights reserved. © 2009 Avaya Inc. All rights reserved. Target KPI’s Productivity Effectiveness Behaviours Quality Customer Sat. Agent Sat. Cost Revenue

© 2009 Avaya Inc. All rights reserved. Presentation Transcript

  • 1. VoIP: il futuro? Gianluca Attura Amministratore Delegato Avaya Italia
  • 2. 18 Dicembre 2009: Avaya acquisisce Nortel Enterprise Solutions
  • 3. L'impronta globale di Avaya oltre 10.000 partner commerciali 32 centri di Global Delivery Support oltre 20.000 dipendenti che operano in 55 paesi Toronto Basking Ridge, New Jersey Sede generale Denver, Colorado Santa Clara, California Guilford, Regno Unito Francoforte, Germania Singapore Shanghai Sydney Mumbai San Paolo Citt à del Messico Research Triangle Park, Carolina del Nord Pechino Dubai Israele Giappone Sedi dell'azienda nel mondo Sedi dei dipendenti Avaya
  • 4. Global UC Market Leadership #1 Unified Communications revenue 1 #1 Telephony Solutions revenue 1 #1 Audio Conferencing licenses 2 #1 Enterprise messaging revenue 3 #1 Maintenance Services revenue 4 Gartner Magic Quadrant Leader in Unified Communications, Enterprise Communications and Contact Center quadrants 5 Avaya named to the 2009 world’s most ethical companies list Avaya 21% Nortel Enterprise 11% Others 29% Siemens 10% Alcatel- Lucent 11% Cisco 18% Global Unified Communications revenue share Source: Dell’Oro Group, Calendar 2008 Source: [1] Dell’Oro Group; [2] MZA, Ltd; [3] T3i Group; .[4] Intellicom; [5] Gartner Inc. NOTE: Current analyst data includes results for LG-Nortel and other shipment activity that will be restated and may change in future analyst reports. Growing to a $20 billion market
  • 5. Avaya 35% Nortel Enterprise 12% Others 20% Aspect 4% Cisco 14% Genesys 15% Worldwide Contact Center Market Share (ACD Agents) Source: Gartner Group, Calendar 2008 $4B+ Product Market with $5B+ related Professional Services
    • Gartner Magic Quadrant Leader in Contact Center
    • #1 World Wide Call Center Market Share
    • Industry Leading Contact Center customers
    • Avaya Labs Innovation
    • Award Winning Portfolio
    Sources: Gartner Magic Quadrant, Gartner Contact Centers Global Market Leadership NOTE: Nortel market share data may include LG-Nortel
  • 6. Avaya 10.3% Nortel 7.4% Others 45.9% Siemens 7.0% Alcatel-Lucent 7.5% Cisco 10.1% Global SME Telephony Market Share Source: Canalys, Calendar 2008 (Line size: 20-99) NEC 11.8% NOTE: Nortel results from industry analysts include results for LG-Nortel and other shipment activity that will be restated in developing a true baseline for combined Avaya-Nortel performance; Historical market shares may change. Worldwide SME Unified Communications Product Market Opportunity ($End-User) Source: Avaya analysis based on multiple industry reports (6/09); SME= firms with <250 employees UC Applications include Contact Center, Messaging, Audio/Video/Web Conferencing $4+ Billion (Just Product) Global SME Market Leadership
  • 7. Unified Communications Roadmap Strategy Collaboration Solutions Application & Services Integration Voice/Video Services Presence Services Session Manager System Manager Interaction Solutions Performance Analytics Data Infrastructure Communications Infrastructure Clients Video Endpoints Deskphones Avaya Agile Communication Environment (ACE) Integrate AS 5300 SIP services, CS 1000 “NRS” into Avaya Aura ™ Evolve to common collaboration and messaging applications ACE accelerates Avaya Aura ™ business application integration Leverage common Avaya Aura ™ Presence and Instant Messaging Evolve to common management and analytics Evolve to common SIP phones, clients, video solutions Commitment to open multivendor solutions Extend & grow current CS, CM and leverage data networking
  • 8. Context Center Product Transition Summary Reporting & Analytics Self Service Today May 2010 Nov 2010 Nov 2011 May 2011 May 2012 Call Management System (CMS) 16 IQ 5.0 CMS 16.1 IQ 5.1 APC 6.1 Avaya Performance Center 6 WFO 10.0 WFO 10.1 WFO 11.0 Voice Portal 5.1 Voice Portal/Dialog Designer 5.0 Proactive Contact 4.1.2 Customer Experience Portal 4.0 Customer Experience Portal 3.0 (POM 3.0) MPS 3.5 MPS 4.0 PC 5.0 (POM 2.0)
  • 9. SIP: Innovazione e leadership
    • Leadership di Avaya nel SIP
      • Realizzazioni aziendali con decine di centinaia di migliaia di utenti SIP
      • Oltre un milione di trunk/linee SIP
      • Penetrazione mondiale con installazioni SIP in 55 paesi
      • Primo fornitore aziendale a ottenere la certificazione SIPConnect Compliant
    • Interoperabilità One-X Mobile
      • Compatibile con il pi ù vasto numero di dispositivi e di operatori di rete
    • Interoperabilità Microsoft
      • Desktop unificato – Messaggistica unificata
      • Mobilit à – Servizi di conferenza
    • Avaya Aura ™ è la prima piattaforma SIP che supporta applicazioni fully-sequenced
  • 10. Avaya Customer Experience Revenue while in Queue © 2009 Avaya Inc. All rights reserved. © 2009 Avaya Inc. All rights reserved. Self-Service Advanced Wait Treatment Speech 2 nd Chance IVR CallBack Assist Call Routing Avaya Sequenced Application – Innovativo modello applicativo esclusivo Avaya Il Cliente accede ad ambienti ed applicazioni self service per trovare risposta alla propria richiesta Agente Cliente Sequenced Application to reduce Human Interface Multi-modal (SMS, email, social media) Video (Kiosk, IVVR) Automated Service (Proactive Outbound) ICR Mobile (iPhone / Android) Avaya AURA
  • 11.
    • Lo scenario di mercato
  • 12. US Federal Communications Commission (FCC) National Broadband Plan
    • US Government will invest 7.2 Billion $ within 2020 to:
    • Goal 1: At least 100 million U.S. homes should have affordable access to actual download speeds of at least 100 megabits per second and actual upload speeds of at least 50 megabits per second.
    • Goal 2: The United States should lead the world in mobile innovation, with the fastest and most extensive wireless networks of any nation.
    • Goal 3: Every American should have affordable access to robust broadband service, and the means and skills to subscribe if they so choose.
    • Goal 4: Every community should have affordable access to at least 1 Gbps broadband service to anchor institutions such as schools, hospitals and government buildings.
    • Goal 5: To ensure the safety of Americans, every first responder should have access to a nationwide public safety wireless network.
    • Goal 6: To ensure that America leads in the clean energy economy, every American should be able to use broadband to track and manage their real-time energy consumption.
  • 13. “… dall’informatica alle telecomunicazioni, dalla radiofonia e televisione all’ingegneria, ai servizi di consulenza, di comunicazione e marketing, di certificazione a partire dal secondo trimestre 2008 fino al terzo 2009 abbiamo perso complessivamente 90.000 posti di lavoro ” Osservatorio sull’occupazione di Confindustria Servizi Innovativi e Tecnologici
  • 14. “ A fronte di una durata media europea dei tempi di pagamento verso i fornitori di 57 giorni, in Italia la Pubblica Amministrazione accumula verso il settore dei servizi innovativi e tecnologici un ritardo medio di 233 giorni. Ritardo che, oltretutto, è in continua crescita, + 5% nel 2007 e +10% nel 2008” Ennio Lucarelli, Vicepresidente di Confindustria Servizi Innovativi e Tecnologici
  • 15. “ Nel 2009, annus horribilis per il mercato mondiale dell'Ict, l'Italia ha approfondito il ritardo tecnologico con gli altri paesi registrando una contrazione dell'IT tra le più consistenti, pari a -8,1%, a fronte di una decrescita media mondiale del settore di - 5,4%. Tra i paesi avanzati, il nostro è quello che, nel 2009, ha più aumentato il gap tra PIL (-5%) e investimenti IT (-8,1%), rivelando un paese ripiegato su se stesso che, salvo eccezioni, sembra aver perso coraggio, che ha paura di investire e rischiare. Il disinvestimento italiano in Information Technology, pari a 1.657 milioni di euro, è un segnale allarmante di arretramento del Paese verso assetti strutturali di basso profilo competitivo, che rischiano di condannarci alla stagnazione. L'innovazione, strumento indispensabile per lo sviluppo, sembra sparita dal vocabolario della politica economica e delle misure anticrisi .“ Paolo Angelucci , Presidente di Assinform
  • 16. Grazie