Avaya Collaboration

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Avaya Collaboration

  1. 1. Collaboration Empowered by Avaya
  2. 2. Unified Communications <ul><li>Productivity </li></ul><ul><li>Speed & Execution </li></ul><ul><li>Effectiveness & Efficiency </li></ul><ul><li>Content and Context </li></ul><ul><li>Customers </li></ul><ul><li>Simplification </li></ul><ul><li>Availability </li></ul><ul><li>Responsiveness </li></ul><ul><li>Collaboration </li></ul><ul><li>Work Flow </li></ul><ul><li>Decision Making </li></ul><ul><li>Social Network </li></ul><ul><li>Cost </li></ul><ul><li>Collaborative & Mobile Expenses </li></ul><ul><li>Customer control & retention </li></ul><ul><li>Opportunity costs </li></ul><ul><li>Environment </li></ul><ul><li>Reduce need to travel </li></ul><ul><li>Reduce carbon footprint </li></ul><ul><li>Reduce energy consumption </li></ul>“ For every 3 meetings held by video conference instead of flying cross-country, it would be like taking a car completely off the road for an entire year” ( SOS live Earth ) Unified Communications
  3. 3. <ul><li>Rich Communication, Collaboration, and Content Sharing </li></ul><ul><ul><li>Global enterprises connect without travel </li></ul></ul><ul><ul><li>Meet and collaborate virtually </li></ul></ul><ul><ul><li>Enable dispersed workgroups </li></ul></ul><ul><ul><li>Foster real-time collaboration for increased productivity </li></ul></ul><ul><li>Substantially Reduces Carbon Footprint </li></ul><ul><ul><li>Green meetings </li></ul></ul><ul><ul><li>Allow attendees to be environmentally friendly </li></ul></ul><ul><ul><li>Reduce the need, costs, and CO 2 of travel </li></ul></ul>Video and Voice Conferencing: Green Technology “ With the growing emphasis on…green policies in corporations, video conferencing is now seen as having a direct effect on lowering a company’s carbon footprint.” - William Stofega, IDC “ Using (video) conferencing and collaboration technologies can make a large contribution to the goal of carbon neutrality.” - Alan Greenberg, Wainhouse Research “ Much of my (political) participation now comes via (Polycom HD video) teleconference, a “low carbon emissions” way of working .” - Al Gore
  4. 4. Why consider an in-house conferencing solution? <ul><li>New desktop UC application like MOC, Lotus Sametime and Avaya One-X Portal offer significant worker productivity gains; Audio conferencing is a key element </li></ul><ul><ul><li>It is difficult to integrate these solution with a hosted conferencing service </li></ul></ul><ul><ul><li>If Meeting Exchange is not part of their UC solution, customers could end up with a competitive audio bridge on their network in order to take advantage of these capabilities </li></ul></ul><ul><li>Improved Business Continuity capabilities/ reduce Business Risk </li></ul><ul><ul><li>Displacement of workers is a real possibility; enable employees to work from any location, in the event that they cannot get to an office </li></ul></ul><ul><ul><li>Maintain communication & collaboration capability in a crisis situation </li></ul></ul><ul><li>Telecommuting is becoming more popular; collaboration tools are key to successful virtual working </li></ul><ul><ul><li>In 2008, 72% US workforce will be remote and mobile </li></ul></ul><ul><ul><li>89 of top 100 US companies offer telecommuting </li></ul></ul>
  5. 5. Why consider an in-house conferencing solution? <ul><li>The ROI is compelling </li></ul><ul><ul><li>FCE IP telephony deployments and changes in how and where we work have dramatically changed the value proposition for premise-based conferencing </li></ul></ul><ul><ul><li>40%-60% of voice traffic on many corporate networks is used for conferencing </li></ul></ul><ul><ul><ul><li>Running conferencing traffic on an IP network reduces spending further by eliminating transport costs </li></ul></ul></ul><ul><ul><li>Average customers realize an ROI in about 6 months and save up to 50% on conferencing expenses vs. outsourced services </li></ul></ul><ul><li>Go Green </li></ul><ul><ul><li>For every 3 meetings held by conference call instead of flying cross-country, it would be like taking a car off the road for an entire year </li></ul></ul><ul><ul><li>The average commuter burns 340 gallons of gas & creates a 3.4 ton cloud of CO2 a year. Teleworking, even occasionally, can cut that figure significantly. </li></ul></ul>
  6. 6. Sample Conferencing ROI <ul><li>Customer scenario using Service Provider: </li></ul><ul><li>Company with up to 8,500 employees </li></ul><ul><li>Audio conferencing: </li></ul><ul><ul><li>Using 1.8 million minutes per month </li></ul></ul><ul><ul><li>Monthly service provider charges: $88,400 ($0.05/minute rate) </li></ul></ul><ul><li>Total annual spend: $1,060,800 </li></ul><ul><li>-------------------------------------------------------------------------------- </li></ul><ul><li>Avaya recommendation : 600-port Meeting Exchange (SIP-based S6200) </li></ul><ul><li>Total system purchase cost (cost of entry): $539,000 (list price) </li></ul><ul><li>Months to payback: 5 months </li></ul><ul><li>Average monthly savings compared with outsourced services (after 1 st month): $85,000 </li></ul><ul><li>Expected 3-year cost savings: $3m </li></ul><ul><li>*Best value delivered where there are the largest number of on-net users </li></ul>
  7. 7. Sample Conferencing ROI <ul><li>Customer scenario using Service Provider: </li></ul><ul><li>Company with up 1,000 employees </li></ul><ul><li>Audio conferencing: </li></ul><ul><ul><li>Using around 200,000 minutes per month </li></ul></ul><ul><ul><li>Monthly service provider charges: $10,000 ($0.05/minute rate for 100k minutes) </li></ul></ul><ul><li>Total annual spend: $120,000 </li></ul><ul><li>-------------------------------------------------------------------------------- </li></ul><ul><li>Avaya recommendation : 72-port Meeting Exchange (SIP-based S6200) </li></ul><ul><li>Total system purchase cost (cost of entry): $74k (list price) </li></ul><ul><li>Months to payback: 6 months </li></ul><ul><li>Average monthly savings compared with outsourced services (after 1 st month): $8,600 </li></ul><ul><li>Best value delivered where there are the largest number of on-network users </li></ul>
  8. 8. Avaya Meeting Exchange <ul><li>Designed and optimized to support today’s converged IP network infrastructures utilizing SIP for call control. </li></ul><ul><ul><li>Can be easily deployed in traditional TDM voice networks with the use of a gateway (internal PCI board or external standalone gateway). </li></ul></ul><ul><li>Can be combined with other conferencing applications to increase usability and create more user friendly collaboration solutions. </li></ul><ul><li>Runs on a Linux Operating system </li></ul><ul><li>Scales from 20 to 2000 concurrent participants in a single bridge (market leading scalability) </li></ul><ul><li>Supports reservation-less, scheduled meet-me, event and alert conferencing types . </li></ul>Full-featured voice conferencing software application
  9. 9. Meeting Exchange Portfolio Conferencing for Small to Midsize Organizations <ul><li>Scheduled or Reservation-less for up to 300 users. </li></ul><ul><li>Simple, cost-effective deployment & management; channel ready. </li></ul><ul><li>Integration w/ Sametime Web Conferencing; click-to-conference with Sametime </li></ul><ul><li>Scheduling via Outlook & Notes </li></ul><ul><li>Practical, streamlined feature set. </li></ul><ul><li>Supported by S6100 platform </li></ul>Meeting Exchange Express <ul><li>Scheduled or Reservation-less for up to 2,000 users per platform (up to 12k with connected systems). </li></ul><ul><li>Full featured, high capacity, high performance audio conferencing. </li></ul><ul><li>Integration with Avaya Web Conferencing, Sametime, Adobe Connect </li></ul><ul><li>Integration with Microsoft Office Communicator for click-to-conference </li></ul><ul><li>Integration w/ UC and enterprise applications from Avaya & leading vendors. </li></ul><ul><li>Supported by S6200 or S6800 platforms </li></ul>Conferencing for Enterprises & Service Providers Meeting Exchange Enterprise
  10. 10. Avaya Meeting Exchange Enterprise Features <ul><li>Event/Attended conferences </li></ul><ul><ul><li>The Avaya Conferencing Bridge supports a full range of Operator-attended conferencing capabilities. </li></ul></ul><ul><li>Scheduled unattended conferences </li></ul><ul><ul><li>The Avaya Conferencing Bridge can also permit conference Participants to dial directly into the system and access their conference without any attendant assistance . </li></ul></ul><ul><li>Reservation-less – ‘On Demand’ conferences </li></ul><ul><ul><li>The Avaya Conferencing Bridge can permit first-come-first-serve reservation-less conferences. Port resources are allocated on a as needed basis. </li></ul></ul>Simultaneous support for multiple conference types
  11. 11. Meeting Exchange Software Single Conferencing Application Across All Platforms SIP or SIP / PSTN to 3000 ports SIP conferencing to 9,000 ports Meeting Exchange Audio Conferencing Software <ul><li>Optional Applications: </li></ul><ul><li>Bridge Talk </li></ul><ul><li>CRS </li></ul><ul><li>Web Portal </li></ul><ul><li>Audio Console </li></ul><ul><li>AWC </li></ul><ul><li>Res. for Outlook </li></ul><ul><li>Res. for Notes </li></ul><ul><li>Outlook On-Demand </li></ul><ul><li>Self Reg. </li></ul><ul><li>Conf Viewer </li></ul><ul><li>Multisite </li></ul>S6200 Conference Bridge S6200 + S6800 Expansion
  12. 12. Meeting Exchange <ul><li>Simplified UC capabilities through integration with Microsoft applications </li></ul><ul><ul><li>Click-to-conference and manage participants from Microsoft Office Communicator/ Live Server 05 </li></ul></ul><ul><ul><li>Schedule conferences via Outlook </li></ul></ul><ul><li>Support for 2000 ports/ licenses on a single server </li></ul><ul><li>Conference Scheduling via Lotus Notes and integration with Sametime Web Conferencing </li></ul><ul><li>Improved user features, such as ‘mute all’ capability, for more effective conference calls </li></ul><ul><li>Simplified deployment, management and customization </li></ul><ul><ul><li>Migration to Linux OS and introduction of Avaya Core Services Foundation </li></ul></ul><ul><ul><li>Market-leading scalability: 2000 users per system </li></ul></ul><ul><ul><li>New APIs for custom application development and integration with UC and enterprise applications </li></ul></ul><ul><ul><li>Localization prompts for 7 languages </li></ul></ul><ul><li>Integration with Avaya Communications Process Manager for event-driven conferencing </li></ul><ul><li>ROADMAP: support for Video on Meeting Exchange server </li></ul>
  13. 13. Integration with one-X Portal <ul><li>Integration with one-X Portal for audio conference management: </li></ul><ul><ul><li>See all participants (Caller ID, name where mapped) </li></ul></ul><ul><ul><li>Identify active speaker / noisy line </li></ul></ul><ul><ul><li>Identify participant audio mode (muted / unmuted)… </li></ul></ul><ul><ul><li>Mute or drop participants </li></ul></ul><ul><ul><li>Dial out to new participants </li></ul></ul><ul><li>As of version 4.1.2 Meeting Exchange capacity expanded to 2000 concurrent users (ports) per system </li></ul><ul><ul><li>Simpler, more cost-effective expansion to meet user demand </li></ul></ul>
  14. 14. Avaya Web Conferencing (AWC) <ul><li>Permissions based application and desktop sharing </li></ul><ul><li>PowerPoint push </li></ul><ul><li>Voting slides </li></ul><ul><li>Follow-me browsing </li></ul><ul><li>Annotations </li></ul><ul><li>Whiteboard </li></ul><ul><li>Chat </li></ul><ul><li>Integrated roster (integrated w/ Meeting Exchange) </li></ul><ul><ul><li>Identify speakers </li></ul></ul><ul><ul><li>Mute audio lines </li></ul></ul><ul><ul><li>Dial out to add participants </li></ul></ul><ul><ul><li>Promote/demote participants </li></ul></ul><ul><li>Synchronized recording </li></ul>
  15. 15. AWC – Recording & Playback <ul><li>Simultaneously records audio AND web </li></ul><ul><li>Playback via Windows Media Player </li></ul><ul><li>Manage recordings via web interface </li></ul><ul><li>Requires a recording and streaming server </li></ul><ul><li>Runs on Windows Server 2003 </li></ul><ul><li>Hardware Supported -Avaya provided: </li></ul><ul><ul><li>Dell Poweredge 2900 </li></ul></ul><ul><ul><ul><li>Includes Dialogic PCI voice interface card </li></ul></ul></ul>
  16. 16. Audio Enabling Microsoft Applications <ul><li>Integrating Meeting Exchange Enterprise with Microsoft applications delivers the following capabilities: </li></ul><ul><li>Schedule conferences from Microsoft Outlook </li></ul><ul><li>Click-to-Conference from Microsoft Office Communicator (MOC) </li></ul><ul><ul><li>Control audio conference from MOC interface (mute, disconnect, etc.) </li></ul></ul><ul><li>Click-to-Conference from Microsoft Outlook </li></ul><ul><li>Control audio conference from Live Meeting interface </li></ul>
  17. 17. Effective Group Collaboration: Avaya Meeting Exchange integrated to Outlook <ul><li>Meeting Efficiency </li></ul><ul><li>Schedule Conferences in Outlook with access to key information & features </li></ul><ul><li>Click-to-Join </li></ul>
  18. 18. Effective Group Collaboration: Avaya Meeting Exchange integrated to Office Communicator Click-to-Conference Conference Management
  19. 19. Unified Conferencing <ul><li>Microsoft Live Meeting integrated with Meeting Exchange </li></ul><ul><ul><li>Live Meeting from Service Provider </li></ul></ul><ul><ul><li>Live Meeting from OCS </li></ul></ul><ul><li>Integrated audio controls in participant roster: </li></ul><ul><ul><li>Mute individuals </li></ul></ul><ul><ul><li>Mute All </li></ul></ul><ul><ul><li>Lock Conference </li></ul></ul><ul><ul><li>Hang up participants </li></ul></ul><ul><ul><li>Add new participants </li></ul></ul><ul><ul><li>Dial out to add new participants </li></ul></ul><ul><li>Click to join Live Meeting from Outlook invitation </li></ul>
  20. 20. IBM Lotus Notes and Sametime Integration <ul><li>Meeting Exchange Express and Enterprise can be integrated with IBM Lotus Notes and Sametime. Points of integration include: </li></ul><ul><li>New Notes-ST Adapter for 5.0 now supports </li></ul><ul><ul><li>Lotus Notes 7.0 Audio Conference Scheduling </li></ul></ul><ul><ul><li>Lotus Notes 7.0 Click to Call (with Sametime 7.5.1) </li></ul></ul><ul><ul><li>Sametime 7.5.1 Audio Conference Scheduling </li></ul></ul><ul><ul><li>Sametime 7.5.1 Web Conferencing with Audio participant roster integration </li></ul></ul><ul><ul><li>Sametime 7.5.1 Connect Client (IM) Client Click to Call </li></ul></ul><ul><li>Offer Structure </li></ul><ul><ul><li>CD for the Adapter software </li></ul></ul><ul><ul><li>9-tier material structure </li></ul></ul>
  21. 21. Conferencing Integration: Click-to-Conf from Sametime Calls placed via Avaya Meeting Exchange bridge <ul><li>Enable convenient, efficient conferencing </li></ul><ul><li>Multi-party Click-to-conference capabilities </li></ul><ul><ul><li>From Lotus Sametime 7.5.1/8.0 Q4’08 </li></ul></ul><ul><ul><li>From IBM Lotus email or IM </li></ul></ul><ul><ul><li>Click on one or more contacts and initiate audio conference </li></ul></ul><ul><li>Key capabilities/Conference Control </li></ul><ul><ul><li>Select or add phone numbers </li></ul></ul><ul><ul><li>Visual indication of active speaker </li></ul></ul><ul><ul><li>Mute, unmute or disconnect participants </li></ul></ul><ul><ul><li>Dial out to add new conference users </li></ul></ul><ul><ul><li>Hang up users </li></ul></ul>+
  22. 22. Conferencing Integration: Integrated Scheduling <ul><li>Customer Value </li></ul><ul><li>Simplified Booking </li></ul><ul><li>Automated Reservations </li></ul><ul><li>Selected services appropriate for each meeting </li></ul><ul><li>Ensure resources are there when required … More time on meeting purpose … Less time on meeting logistics </li></ul>
  23. 23. Meeting Exchange Audio Conferencing Integration with Lotus Sametime Web Conferencing <ul><li>Embedded audio control capabilities for more productive meetings </li></ul><ul><li>Click-to-Join for faster entrance to meetings </li></ul><ul><li>See who is in call and identify speakers </li></ul><ul><li>Mute or disconnect participants </li></ul><ul><li>Dial out to join new participants </li></ul><ul><li>Have the audio bridge dial out & bring you in </li></ul><ul><li>Lock the conference </li></ul>
  24. 24. Video Solutions
  25. 25. Value Proposition for Video <ul><li>Increase cost efficiencies </li></ul><ul><li>Improve employee productivity </li></ul><ul><li>Enhance performance of global infrastructure </li></ul><ul><li>Simplify vendor relationship: Avaya provides complete solution </li></ul><ul><li>Natural extension of voice calling </li></ul><ul><ul><li>Conference, transfer or route the call & video goes with it </li></ul></ul><ul><ul><li>Dial an extension & automatically add video </li></ul></ul><ul><li>Launch video from Softphone when working remotely </li></ul><ul><li>Drive efficient workflow with face-to-face interaction </li></ul>User Business
  26. 26. Value Proposition for Video <ul><li>Adopt a single, converged IP infrastructure for voice and video </li></ul><ul><ul><li>Simpler to deploy and manage across the enterprise </li></ul></ul><ul><li>Deploy a single network management system for voice and video </li></ul><ul><li>Ensure optimal performance with bandwidth management </li></ul><ul><li>Leverage existing infrastructure (Avaya Communication Manager) and IP network; just add video </li></ul><ul><ul><li>Standards based solution ensures simple integration </li></ul></ul>IT
  27. 27. What’s New in Video <ul><li>Video-enabled Avaya one-X Communicator </li></ul><ul><li>Continued partnerships with Polycom and Tandberg, leveraging leading video products </li></ul><ul><li>Improve customer service w/ video applications in Banking, Retail, Branch or any virtual call center </li></ul><ul><li>Optimize worker effectiveness by making video easier to use: </li></ul><ul><ul><li>6-way ad-hoc video conferencing, including support by Meeting Exchange </li></ul></ul><ul><ul><li>Support for SIP to H.323 video </li></ul></ul><ul><ul><li>Tandberg Desktop Videophone for point-to-point “pick up and dial” video </li></ul></ul><ul><li>Increase business agility and lower costs by using video to reduce travel: </li></ul><ul><ul><li>Support for Polycom High Definition video endpoints and RPX immersive room system (Telepresence) </li></ul></ul><ul><li>All solutions leverage Communication Manager as a multimedia communications platform </li></ul>
  28. 28. Solution View Polycom HDX4000 Polycom Powered H.323 Video Softphone
  29. 29. Video-enabled Avaya one-X Communicator <ul><li>Automatically add video to a voice all from Avaya one-X Communicator </li></ul><ul><li>SIP: Video, shared control & telecommuter mode </li></ul><ul><li>Click-to-Video from IBM Lotus Sametime or Microsoft Office Communicator (via Avaya one-X Communicator) </li></ul>
  30. 30. Tandberg Videophone <ul><li>Pick up & dial phone as usual; video “appears” on the screen </li></ul><ul><li>Includes a keypad and handset like a standard telephone </li></ul><ul><li>Make audio only calls as well as point-to-point video calls, or participate in multi-point video calls through a video bridge </li></ul><ul><li>Value Proposition </li></ul><ul><li>Enable ad-hoc, face-to-face communication from the convenience of a desk phone. </li></ul><ul><li>Significantly, yet cost-effectively enhance communications by adding visual context (less expensive than full video conf solution) </li></ul><ul><li>Easily rollout across the organization with minimal training; single device with a simple user interface and features. </li></ul><ul><li>Deploy on desktop, in home office or in remote/ branch office </li></ul>
  31. 31. <ul><li>Executives, leaders, doctors, attorneys, commanders and education specialists who are looking for the UltimateHD™ experience </li></ul>HDX 4000 Desktop <ul><li>Save travel cost and time by having meetings that are “Just Like Being There” </li></ul><ul><li>Small footprint, personal desktop system </li></ul><ul><li>Supports PC monitor and video conference with multiple shared screen layout options </li></ul><ul><li>5 Mega-pixel Camera with pan / tilt / zoom </li></ul><ul><li>Stereo Speakers for rich multi-media sound </li></ul><ul><li>Crisp and clear full motion content sharing </li></ul><ul><li>Communications are confidential and secure using Advanced Encryption standard (AES) </li></ul>
  32. 32. Support for Polycom RPX Immersive Video for Conference Rooms <ul><li>Avaya resells the Polycom RPX (RealPresence Experience) immersive room system for high end, executive conference rooms. </li></ul><ul><li>RPX delivers the best quality video experience available </li></ul><ul><ul><li>Truly immersive environment, all surrounding, finely tuned, HD quality video </li></ul></ul><ul><ul><li>Includes everything required for a stand-alone, exec. conference room </li></ul></ul><ul><li>Value Proposition </li></ul><ul><ul><li>Highest quality tools specifically designed for executives </li></ul></ul><ul><ul><li>Lower cost of ownership </li></ul></ul><ul><ul><ul><li>Sweet-spot pricing for product and services; mobile configuration </li></ul></ul></ul><ul><ul><li>Standards based video technology </li></ul></ul><ul><ul><ul><li>HDX interoperable w/ legacy & competitive standards-based systems </li></ul></ul></ul><ul><li>Comprehensive service package delivered by Polycom to ensure smooth install and rollout </li></ul>
  33. 33. Polycom Video Products (Available from Avaya) VSX 7000s & 7000e VSX 5000 HDX 9000 Series VSX 6000 HDX 4000 Series RPX & TPX HD Series VSX 8000 HDX 8000 Series UltimateHD Essential VSX 3000 V500 From $2,199 to……….……………………………………………………………………. >$300,000 Desktop/Personal/SOHO Small/Med Group Med/Large Group Large Group & TP
  34. 34. Vertical & Customer Service Video Applications
  35. 35. Industry Specific Applications <ul><li>Productivity and improved service </li></ul><ul><ul><li>Maintain progress on a deal w/ impromptu video meetings </li></ul></ul><ul><ul><li>Improve service through face-to-face client interaction </li></ul></ul><ul><ul><li>Reduce travel for dispersed or remote workers </li></ul></ul><ul><li>Branch banks </li></ul><ul><ul><li>Offer a ‘virtual’ banker to speed mortgage closings </li></ul></ul><ul><ul><li>Connect customers with specialty services / resources not available at every location </li></ul></ul>Education <ul><li>Distance learning </li></ul><ul><ul><li>Online courses </li></ul></ul><ul><ul><li>Education for remote or homebound students </li></ul></ul><ul><li>Instructor development/ training </li></ul><ul><li>Access to specialty information/ programs </li></ul><ul><ul><li>Virtual field trips, guest presenters </li></ul></ul><ul><li>Everyday staff meetings for dispersed instructors and/or administrators </li></ul>Financial Services Government <ul><li>Telejustice </li></ul><ul><ul><li>Video arraignments </li></ul></ul><ul><ul><li>Remote testimony </li></ul></ul><ul><ul><li>Parole board hearings </li></ul></ul><ul><li>Crisis Preparedness </li></ul><ul><ul><li>Advanced communication capabilities for remote responders </li></ul></ul><ul><ul><li>Communications Continuity </li></ul></ul><ul><li>Communication and training </li></ul><ul><ul><li>Agency, district, state or nation wide </li></ul></ul>Healthcare <ul><li>Rural medicine / telemedecine </li></ul><ul><ul><li>Remote clinic consultation </li></ul></ul><ul><ul><li>Consultation for traveling patients </li></ul></ul><ul><ul><li>Collaborative patient treatment between physicians/ med ctrs </li></ul></ul><ul><ul><li>Psychiatric consults </li></ul></ul><ul><ul><li>Access to distributed specialty knowledge </li></ul></ul><ul><li>Continuing education </li></ul><ul><ul><li>Live view of procedures </li></ul></ul>
  36. 36. Video in the Contact Center or Branch: Scenarios <ul><li>Resident Expert </li></ul><ul><ul><li>Offer broader range of services to customers at branch locations via live “face to face” access to experts in other locations </li></ul></ul><ul><li>Virtual Help Desk </li></ul><ul><ul><li>Provide efficient service to callers or online help requests using visual context. </li></ul></ul><ul><ul><li>Offer streaming self help video based help request (i.e. how to change a printer cartridge, etc) </li></ul></ul><ul><li>Video Customer Service in Retail / Branch </li></ul><ul><ul><li>Use video kiosks in branch locations to provide immediate 2-way service with visual context, such as troubleshooting problems with a consumer product </li></ul></ul>
  37. 37. Case Study: Video Assistance for Retailers Ever-present Customer Service at Wireless Carrier Retail Locations Business issues/ challenges <ul><li>Highly competitive industry; need stellar customer service experience to reduce churn and maintain customer satisfaction. </li></ul><ul><li>Inadequate tech support in retail stores (too expensive to staff tech support agents in every location or train retail associates). </li></ul><ul><li>High mobile phone exchange rate for customers in stores (retail staff quick to exchange phones due to lack of tech knowledge). </li></ul>Impact of the problem on the business <ul><li>Not maximizing customer satisfaction (risking churn) due to inability to provide on-site technical support. </li></ul><ul><li>Leaving money on the table (longer customers spend in store and more satisfied they are, the more they will spend on other products/ services). </li></ul><ul><li>Incurring high exchange costs resulting from in-store swap rather than repair </li></ul>Solution <ul><li>Reinvent the retail store experience via technology innovation. </li></ul><ul><li>Improve customer experience; deliver more personalized service to branch or remote locations through 2-way visual context for agent and customer, such as ability to troubleshoot problems with a consumer product. </li></ul>Results <ul><li>Reducing live agent and training costs </li></ul><ul><li>Improving customer satisfaction / drive loyalty / decrease churn </li></ul><ul><li>Growing customer base / market share and strengthen brand </li></ul>
  38. 38. Case Study: Video Branch Assistance Enhanced Customer Service at Branch Banks Business issues/ challenges <ul><li>Losing market share in competitive industry and not maximizing revenue potential from customer base. </li></ul><ul><li>Inability to leverage expert resources, and therefore, offer full range of services at all branch locations results in inconsistent service and lost revenue opportunity. </li></ul>Impact of the problem on the business <ul><li>Not maximizing revenue per customer due to inability to offer full range of services / products at every branch location. </li></ul><ul><li>Not leveraging core expertise across branches. </li></ul>Solution <ul><li>Leverage resident experts across multiple branch locations cost-effectively. </li></ul><ul><li>Provide more efficient service through visual context (see expert and refer to other sources –account balances, websites, etc.) </li></ul><ul><li>Drive customer sat by providing faster, more secure virtual service. </li></ul>Results <ul><li>Maximizing expert resources (reducing costs, leveraging knowledge base) </li></ul><ul><li>Improving customer satisfaction / loyalty </li></ul><ul><li>Driving new revenue generation with expanded service offerings </li></ul><ul><li>Achieving competitive / market share advantage </li></ul>
  39. 39. Case Study: Video Interpreting for Healthcare Flexible, Effective Interpreting Throughout the Medical Center Business issues/ challenges <ul><li>Growing demand for interpreters each year outpacing increase in interpreter resources. </li></ul><ul><li>Limited resources requires complex scheduling between the clinics and interpreter services. </li></ul><ul><li>Very large percentage of the time spent during each encounter is wasted through transportation, no shows, and simply waiting with the patient. </li></ul><ul><li>Interpreter services is a critical function that is a direct cost to the hospital (patients are not billed for interpreter services). </li></ul><ul><li>A telephonic interpreter call center has been implemented but with limited success. </li></ul>Impact of the problem on the business <ul><li>Wasting costly interpreting resources, which in turn forces the hospital to outsource encounters to even more expensive external agencies. </li></ul><ul><li>Patients who do not speak English sometimes have to wait hours for an available interpreter. </li></ul><ul><li>For telephonic encounters, important aspects of the conversation can be lost, and the experience is typically more frustrating for all parties involved. </li></ul>Solution <ul><li>Utilize the enhanced integration of the Avaya PBX with Polycom High Definition endpoints to provide an in-person experience but with the flexibility and efficiency of an on-demand call center. </li></ul>
  40. 40. Unified Communications <ul><li>Productivity </li></ul><ul><li>Speed & Execution </li></ul><ul><li>Effectiveness & Efficiency </li></ul><ul><li>Content and Context </li></ul><ul><li>Customers </li></ul><ul><li>Simplification </li></ul><ul><li>Availability </li></ul><ul><li>Responsiveness </li></ul><ul><li>Collaboration </li></ul><ul><li>Work Flow </li></ul><ul><li>Decision Making </li></ul><ul><li>Social Network </li></ul><ul><li>Cost </li></ul><ul><li>Collaborative & Mobile Expenses </li></ul><ul><li>Customer control & retention </li></ul><ul><li>Opportunity costs </li></ul><ul><li>Environment </li></ul><ul><li>Reduce need to travel </li></ul><ul><li>Reduce carbon footprint </li></ul><ul><li>Reduce energy consumption </li></ul>“ For every 3 meetings held by video conference instead of flying cross-country, it would be like taking a car completely off the road for an entire year” ( SOS live Earth ) Unified Communications

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