NPS, CSAT, Backlog , Sev. 1 ER time to recovery improvements, attrition, Esat, margin improvement, (don’t show actual numbers for margin…this may go to customers)…phone volume reduction, Chat adoption, KM postings, # hits of video articles, AVA hits, ASA professionalish results (taking out unprofessional) SR time improvement, etc.
Avaya Evolutions Mexico CEO Kevin Kennedy Keynote Presentation
Innovation in Today’s CompaniesPresident and CEO, Avaya Inc.Kevin J. Kennedy
Not to Be ForgottenContext: Our mission is unforgettable, serving enterprisesin the course of the essential and aspirationalNYC 311► Response Agent: ~300► Typical day: 55,000 calls/day► During Hurricane Sandy: 250-300K calls/dayMTA► 18 Radvision Scopia® virtual desktop war roomsset up for executive staff at the MTA► +1,000 hours of usage were logged in 3 days
From around the WorldTop of MindOpportunity: Enable customers tonavigate important industry transitionsIndustry Initiatives Consumer MomentumNext WaveProductivitySIP, VideoEnterprise:Purpose DrivenSoftware DeliveredConsumerizationof EnterpriseBYOD, MobileConsumerOn-Ramp/Off-RampScale, Channels, AnalyticsApplicationDriven NetworkSecurity & IntegrationVirtualizationCloud
WebRTCEmerging Forces in CommunicationsSIP1. Four forces2. Markets will grow andoverlap3. Proprietary will yield toopen over time4. Middleware will enablecoherence and support5. WebRTC:On-ramp / Off-rampApplicationExpressedCommunication(Publish / Subscribe,FaceBook)CommunicationInfrastructure(Real time, switches,store / forward)CommunicationApplication(Twitter)Communication-Enabled BusinessProcess (CEBP)(SFDC, Oracle, SAPintegration)Unified multi-channel communications via middleware
Operational ChallengesRiskComplexity & ProductivityCapabilityValueExtensibility and Speed► Proprietary divides► Choices & dilemmas► Integrations (vendor & generational)► Interoperability► Administrative burden► Confluence of dependency► Duration► Surprise of aging assetsHierarchy of PursuitComplexity of TransitionIncludes but not limited to . . .
► Operations Services► Advanced Diagnostics & Methods► Tools and Probes► Expertise and Published Solutions► Software Support Services► Professional ServicesEnterprise Collaboration Platforms
InteropNet 2013: Unbreakable! Avaya Fabric Connect Delivers on All Fronts“ ”Four system engineers completed the network installation in three days –1/10 the resources of previous events . . .“”► Access Control / BYOD► End-to-End Multi-tenant Virtualization► Resilient SPB► Application Configured Networks► Ethernet Switching & Routing► Wireless NetworksEnterprise Collaboration Platforms
► Low Bandwidth / High Definition Video Collaboration► Unified Communications► BYOD-enabled Collaboration and Mobility► Session-enabled / Scaling► Open stack► Unified Integration / Collaboration EnvironmentEnterprise Collaboration Platforms
► WAN Optimization► Video / Multi-Channel► Performance Management► Experience Management (assist & automate)► Contact Center Awareness► AnalyticsEnterprise Collaboration Platforms
Enterprise Collaboration Platforms► Mobile clients, desktop devices► Video and conferencing► Communication and messaging
Helping Customers Meet the ChallengesSolutions• Innovation momentum• Roadmaps for both legacy and newproducts• Complexity reduction‒ Pricing, license portabilityInvestment Flexibility• CapEx to OpEx trend• Virtualization• Cloud modelsVideo• Fully scalable, low bandwidth, HD• Lower TCO• Multi-channel collaboration experience• Microsoft Lync® clientLeadership and Organization• Single sales / go-to-market organization• Video – integration & specialists• New Collaboration organization‒ Reflects technology evolution• New CIOClient Experience: Services• Managed Services• Support Services• Web adoption• Ease of doing businessSmall and Medium Enterprise• Significant TCO benefits on IP Office• Affordable Radvision Scopia®---- solutions• Legacy and new technology bridging
Business DriversTransformation of Customer CareWhy Is Customer Care Important for Business Performance?Business Performance Satisfaction MetricsService Delivery Performance Productivity and AutomationGross Margin Key Cost DriversOnline chatsresolved in <1 hourNew knowledgearticles / monthViews ofinstructional videos4.3pointsBacklogTime to TicketResolution56% 17%Restoredin 2 Hours(ER)25%CSAT 14%NPS 38% EmployeeEngagement12%TopPerformerRetention97.9%Attrition18%<10%PhonevolumeElectronicSolutions34%28%83%1,600179K27%1 Avaya Certified Specialist gross margin comparison – Q2 2012 vs. Q1 2013
New Tools for Customer SupportNew Approachto Support► Vision: Agents work onnew problems only► Single Web Portalhandles all customerissues via chat, avatar, voice, video – allavailable through thewebsite► Total service outages andimmediate escalation ofissues enabled throughweb buttons for fast agentaccessWeb talk & web videoImmediate publishingof known solutionsBetter, Faster and More Intuitive Support Options for CustomersOnline multimediaknowledge baseAva, live chat withlive agents
• Standalone, aging (key system)telephony infrastructure• In-person “face to face” meetings• Long decision-making time• Costly travel, administrative andphone expenses• Decentralized contact centeroperations• Inconsistent customer service• Business expansion• New competitorsBefore
AfterCost Savings• 20% lower in travel costProductivity• +10% in productivity• Faster decision making time• Enable mobile workers• Video solutionsSimplification / Relevance• New, centralized call center system• Consistent customer experience• Opportunity to up sell• Personalized care staff attention• Expansion in days, not months
• Existing strong partnership withcustomer’s contact center team• Enterprise division targets costreduction in operational andsupport by 40%• Maintain high level of customerservice and operationalefficiency• Complex multi-vendorenvironmentBeforeContact Center52KUC Ports15KCC Agents16Servers 33SitesManaged ServicesWireless Provider
AfterCost Savings• No large upfront payment• +15% immediate savings• +18% overall 3-year TCOimprovementProductivity• Free up customer resources forcritical projectsSimplification / Relevance• Same Avaya ManagementServices team• Multi-vendor support• Additional value-added services+ EnterpriseContact Center160KUC Ports47KCC Agents82Servers4.5KConf. BridgePorts145SitesManaged ServicesWireless Provider
• Long decision time• Confined to room-based videocommunication• Struggle with vendorequipment, support and the lackof features• Limited video collaboration• Significant time and moneyspent on travel-related meetingsBeforeHD Video ConferencingLarge Retail Chain
AfterProductivity• Decision time cuts down to 5 min• Ease of use – Video use from 3per quarter to “through the roof”• ROI on travel savingsReach• Internal – Interviews, company-wide meetings, team collaborations• External – Sales, marketing,product development,CEO mentorship programSimplification / Relevance• Better equipment and support• Mobile / BYOD• Personalized experienceHD Video ConferencingLarge Retail Chain
Avaya, a Trusted Network Partner toBring the World TogetherOlympic Teams80Reporters and Media3KVolunteers25KTV Viewers3 BillionLive SpectatorsMillionsInternet CustomersBillionsOlympic Athletes5.5KOfficials and ScorekeepersThousandsMobileNetworking VideoThe official converged network equipment supplierfor the Sochi 2014 Olympic Winter Games2010GamesNetwork"Firsts"
In Closing . . .“Clarity of purpose matters”“The Avaya team you meet will evidence a strong sense of purpose”“We serve enterprises in the course of the essential and aspirational”“Avaya is harnessing innovation to reduce complexity andincrease the compelling value of collaboration for the mobile enterprise”“Solutions available today can deliver exceptional value”“The Avaya team wants to hear from you!”