Join David Lover as he discusses Unified Communications. Maybe you’re wondering what UC is all about, or maybe you want to dive deeper into how you can utilize it to impact innovation in your business.

1. Innovating with Unified Communication
David Lover- Arrow Systems Integration, VP of Strategy and Technology
March 17, 2016

2. 2
The Experience Economy – Selling Products or Experiences
Commodity
1₵ to 2₵ a cup

3. 3
The Experience Economy – Selling Products or Experiences
Goods
5₵ to 25₵ a cup

4. 4
The Experience Economy – Selling Products or Experiences
Experience
$3 to $5 a cup

5. 5
The Experience Economy – Selling Products or Experiences
Commodity
1₵ to 2₵ a cup
Goods
5₵ to 25₵ a cup
Experience
$3 to $5 a cup

6. 6
ROI of UC Integration
Source: Marty Parker, UniComm Consulting LLC

7. 7
ROI of UC Integration
Source: Marty Parker, UniComm Consulting LLC

8. 8
ROI of UC Integration

9. 9
ROI of UC Integration

10. 10
ROI of UC Integration
> Customer or Employee Self-Service
> Works on any device
– Web Sites
– Mobile Clients
– Any OS
> Works across UC Vendors
– Avaya Voice
– Lync IM/Desktop Share
– Server-Side Presence Interop between Avaya and Lync
via UCWA and TSAPI (CE - coming soon)
> Use Case: Commerce Website
– Connect User with an Expert
– No user plug-ins, No Lync
– Call routed based on skills and availability

11. 11
Top 10 Business Priorities- Gartner Rank
Increasing Enterprise Growth 1
Delivering OperationalResults 2
Reducing Enterprise Costs 3
Attracting and Retaining New Customers 4
Improving IT Applicationsand Infrastructure 5
Creating New Productsand Services (Innovation) 6
Improving Efficiency 7
Attracting and Retaining the Workforce 8
Implementing Analyticsand Big Data 9
Improving Business Processes 10

12. 12
Internet of Things: Market Forecast CY17
Energy Computing Telecom Consumer
$7 B $16 B $197 B $3 B $27 B $908 B $179 B $356 B
Sy stem Rev enue
Intelligent
Systems
1.7T$

13. 13
IoTCONNECT – Making the Internet of Things a Reality
IoTCONNECT is an Arrow Cloud “marketplace” for
sensor and end-solution OEMs
Built on a globally-distributed, linearly-scalable PaaS
platform for the Internet of Things, including sensors,
mobile devices, and data center systems.
Backed by the depth and breadth of Arrow
Electronics, and its global partnerships with
components manufacturers and enterprise
customers, we can make the Internet of Things a reality
instead of another marketing fad.

14. 14
Analytics/Machine Learning Process Flow
Machine learning and AI have made significant strides, taking ideas
such as Big Data to a much higher level. A collection of techniques
know n as Deep Learning, has seen much interest. The results of
these advances — seen in areas such as speech recognition and
language understanding — are already show ing up on w ebsites,
applications and devices the public is using on a regular basis.
Define Key
Performance
Indicators
Gather and
Clean Data
Explore &
Analyze
Build/Refine
Model and apply
algorithms(deep
learning/OPID/T
PID, etc)
Evaluate results
Data
Analysis
Product
Visualize
Make
Decisions

15. 15
Door to Balloon
> Time Measurement of Emergency Cardiac Care of STEMI
– Core quality measurement for the JCAHO
– Starts with patient’s arrival in the ER
– Ends when a catheter guide wire crosses the culprit lesion in the
cardiac cath lab.
– ACC/AHA guidelines recommend <90 minutes
– Fewer than 50% of patients receive
intervention within the guideline-
recommended timeframe
JCAHO – Joint Commission of the Accreditation of Healthcare Organizations
ACC - American College of Cardiology
AHA – American Heart Association

16. 16
Door to Balloon
> The D2B Alliance advocates six key evidence-basedstrategies (and one
optional one)
1. ED physician activates the cath lab
2. Single-call activation system activates the cath lab
3. Cath lab team is available within 20–30 minutes
4. Prompt data feedback
5. Senior management commitment
6. Team based approach
7. (Optional) Pre-hospital 12 lead ECG activates the cath lab

17. 17
Door to Balloon
 Proactive (Outbound)
 Reactive (Inbound)
 Message Tracking
 Acknowledgement
 Voice – to – Data
 Data – to – Voice
 Text / SMS
 Voice
 Messaging
Real
Time
Closed
Loop
Multi-
Media
Multi-
Channel

18. 18
Integrating to Create Customer Solutions
IoT CONTACT CENTER UC/CEBP
ANALYTICS &
SERVICE MANAGEMENT
> Sensors (JabraPulse)
> iOS/mobile applications
> Azure cloud applications
> IoTConnect- IoT
Application Platform
> Avaya, CaféX
> Mobile Video
> Context
> ExpertConnect
– Lync in Business
Workflow
> Deep Avaya &
Microsoftknowledge
and integration
> Prism OneView
> Prism Managed Services

19. 19
Avaya AES API’s
> TSAPI
– Telephony Services API
> JTAPI
– Java Telephony API
> DMCC
– Device, Media, Call Control
Avaya AES
Avaya CM
Application

20. 20
Application Development Tools and Services are Fragmented and Overlapping

21. 21
Enterprise Cloud Architecture
Past Present
Access
Application
Access
Access
Connection Mgmt
App App
TDM/ISDN
IP H.323
SIP
SIP
“IPT” “E-IMS”
Presence
SOA
Connection Mgmt
Application
Future
Connection Mgmt

22. 22
Examples of Web Service Simplicity
IFTTT is a service thatlets you create powerful
connections with one simple statement

23. 23
Examples of the Power of Web Service Simplicity
IFTTT currently
supports 287+
channels that each
have Triggers,
Actions, and
Ingredients. You can
combine these to be
“recipes”

24. 24
Examples of the Power of Web Service Simplicity

25. 25
Avaya Breeze (formerlyknow as EDP) 3.1
EDP 3.0 EDP 3.1
Communicati on
Manager
Session Manager
System Manager
Media Server
Scalability
Management
ServiceabilitySecurity Virtualization Reliability
Collaboration Bus
3rd
Party
ISV
Dev eloped
Corporate
Enterprise
Dev eloped
Email
SMS
Scopia
Collaboration
Designer
WebRTC
Real-time
Speech
ContextStore
Work
Assignment
Reporting&
Analytics
UnifiedDesktop
CE/EDP 1.0
Personal
Assistant
Chat&
co-Browsing
In Memory Data Grid

26. 26
Avaya Snapp Store
https://snappstore.avaya.com/cms/

27. 27
Real-TimeSpeech Search Architecture
> Calls anchored on AMS
> Speech Search Engine is an embedded AMS resource
> AMS Conferences in Speech Search
> Services accessed via RESTful API
Avaya Aura Collaboration Environment
Avaya Media Server
Caller Agent
G711, G729
audio stream
G711, G729
audio stream
Real-Time
Speech
3.0
REST
I/F
Speech Enabled
Applications
Avaya Aura
Session
Manager
System
Manager
Avaya Media
Server
Aurix Speech
Search Engine
Conference
AMS Speech I/F
API
• Real-time Reporting
& Analytics
• Agent / Supervisor
apps
• Enterprise apps

28. 28
Avaya Real-Time Speech Snap-in - Use Case Examples
Opening
Concept
Closing
Concept
Greeting
Introduction
Selling
Concept
SellingInsuranceQuery
all
“Good Morning”
“Hello”
any
“Welcome to”
“My name is”
any
“Would you like to buy”
“Could I offer you”
any
“Thank you for calling”
“We appreciate your call”
any
30 secondsProximity
Agent Script Guidance
Real-time guidance
during the call duration
Supervisor Alerting
Automated observation
of agent performance
and call content
Enterprise Worker
Compliance
Real-time analysis of
Call Content for compliance

29. 29
Avaya WebRTC Snap-in
Allows consumersto ‘click to call’
from any supported browser and
connect to an agent seamlessly
> No browser plugins are needed
> Easily integrates with Context
Store, providing relevant
contextual data to agents
> Audio stream integrates with
Real-Time Speech which enables
verbal menus as well as an ability
to monitor agent script
compliance
Real-Time Browser Communications Enabling Click to
Call Functionality

30. 30
Avaya Engagement DevelopmentPlatform Snap-in
EngagementDesignerenables
non-developers to integrate CE
and Snap-in functionality on a
single canvas
> Graphical User Interface
Allows Coding without Java
knowledge
> Quickly deployhigh value,
multi-channel use cases
> Long Running Transactions
allow for Workflows to be
stored in Memory for days,
weeks, or months
Empowers Enterprise Resources to Easily
Produce Journey Maps

31. 31
CE Advanced SolutionsConsulting and Implementation
Avaya Engagement
Development
Platform (EDP)
Installation
Installation and
configuration with
existing Avaya Aura
6.3 environment
EDP Application
Development
Consulting
Pay as you go from a
block of hours for
technical and business
consulting to help
customers developing
their own applications
EDP Application
Development
Complete custom
application
development and
deployment services to
build out solutions on
the EDP platform

32. 32
Gartner CIO Agenda
Top 10 Business Priorities Rank
2013
Rank
2012
Rank
2011
Rank
2010
Increasing Enterprise Growth 1 1 1 -
Delivering Operational Results 2 5 9 -
Reducing Enterprise Costs 3 3 3 2
Attracting and Retaining NewCustomers 4 2 2 5
Improving IT Applications and Infrastructure 5 - - -
Creating New Products and Services (Innovation) 6 4 4 6
Improving Efficiency 7 6 6 8
Attracting and Retaining the Workforce 8 8 12 4
Implementing Analytics and Big Data 9 - - -
Improving Business Processes 10 7 21 -

33. Innovating with Unified Communication
David Lover-Arrow Systems Integration, VP of Strategy and Technology
March 17, 2016