![Unified Communications ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],“ 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](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)
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Avaya Collaboration Empowered by Unified Communications
- 1. Collaboration Empowered by Avaya
- 18. Effective Group Collaboration: Avaya Meeting Exchange integrated to Office Communicator Click-to-Conference Conference Management
- 24. Video Solutions
- 28. Solution View Polycom HDX4000 Polycom Powered H.323 Video Softphone
- 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. Vertical & Customer Service Video Applications
Editor's Notes
- Industry Average: .5 conference calls per employee per month Average time for each call: 52 minutes Average number of participants on a call: 8
- Industry Average: .5 conference calls per employee per month Average time for each call: 52 minutes Average number of participants on a call: 8
- Value Proposition for using one-X Portal to manage call: More secure: know who is on the call Save time no need for roll call know who has come and who has gone add new members easily Eliminate time wasters “ who just joined?” or “did we lose someone?” quickly identify noisy lines or music on hold then mute/drop Greater context: know who is talking More effective meetings more control allows for focus on meeting purpose and less on logistics and technology Value Proposition for expanded capacity: allows more cost-effective expansion MX 4.1.2 will replace the high cost/ low margin Convedia solution at the up to 2000 port size 500-port MX 4.1.2 solution with S6200 is 38% less expensive than same size S6800 system and delivers better margins For the customer: Faster ROI For Avaya: Higher margins and easier solution to sell to this market
- Supports up to 750 users in a single server Deployment Cluster servers configuration can scale to support up to 32,000 concurrent users Supports full redundant server clusters Maximum of 500 user per conference Runs on Windows Sever 2003 Server can be place inside or outside the firewall No user data stored on the servers Supports SSL encryption Single Avaya Web Conferencing server/cluster can support multiple audio bridges. Separate URL for each bridge Fully redundant dual server deployment option Hardware Supported: Avaya provided; IBM X336, Dell Poweredge 1950, HP DL 380 Customer provided: Compatible off-the-shelf Intel (Pentium/Xeon) Server
- BUSINESS: Increase cost efficiencies Lower TCO from single network support for voice, data & video Increase reach & extend global footprint more cost-effectively Reduce cost & time of travel by using video for face-to-face interaction Increase employee productivity Connect and manage remote or dispersed employees more efficiently Maximize people resources via real-time access to dispersed experts Improve performance of global infrastructure Reduce the complexities of doing business worldwide; manage people and projects more easily across multiple locations Simplify vendor relationship by leveraging Avaya for complete solution Simplified procurement / reduced suppliers Specialized deployment and support services
- Owner: Development Manager Primary Input: Product Team Leader to confirm in-scope functionality Presenter: Product Team Leader
- Virtual Help Desk Customer calls or requests online assistance changing a printer cartridge System or agent selects video based on help request (i.e. Video clip on how to change printer cartridge) Agent can cross-sell, upsell (recommend new printer and show customer where to find it on website, etc) Video Customer Service in Retail/ Branch Customer visits retail location for service with mobile phone Live agent accessible via video kiosk to troubleshoot by looking at actual phone via video, and walking customer through how to configure phone, etc Provide enhanced service: demonstrate new features, upgrade service plan, walk through how to use on-line bill pay, etc. Resident Expert Customer visits branch bank locations requiring services not available at that location Live broker accessible via video to provide secure, “face-to-face” service, allowing customer to access more services and complete transactions more quickly. Value Reduce live agent costs Drive customer retention and strength of brand Achieve competitive advantage via differentiated services Generate incremental revenue: cross-sell, up-sell, provide new services Provide faster service and confirmed transactions Enhanced security via face recognition and using video as additional stream for security questions
- 1. The main business problem was the need to gain advantage in a highly competitive market. One way to do that is to differentiate the offering by providing more efficient and thorough customer service at any retail branch location. In a way, this was more of an opportunity than a problem. 2. Live agent costs are significant and expert resources are spread thin, so finding a way to extend the expert service to more locations was key. 3. Consumers are becoming more sophisticated and have a lot of choices, so being able to give them what they want quickly and efficiently is key. It needs to be easy for them to get tech support rather than immediately offering a new phone. 4. This organization’s goals for adding video customer service included: Provide faster service and confirmed transactions. Drive customer retention and strength of brand. Generate incremental revenue through new services. Reduce live agent costs by extending expert resources without needing to staff every location. Upsell/ cross sell opportunities by auto-selection of video content while a transaction is in process. Enhanced security: facial recognition while a transaction is in process. Results – a side bonus is the fact that retail associates are receiving some ‘free’ technical training on the job by engaging with the virtual tech agents when the kiosks are not in use.
- 1. Financial Services organizations rely heavily on branch locations, however, they are not able to staff every location with experts in all areas. Finding a way to deliver personalized, efficient service to customers at all locations is critical to maintaining competitive advantage and customer loyalty. 2. Live agent costs are significant and expert resources are spread thin, so finding a way to extend the expert service to more locations is critical. 3 . Making transactions convenient for customers is key to maintaining satisfaction and driving new revenue per customer; applications like video help customers in any location get a consistent level of service. 4. Customers want a high level of personalized service –including face-to-face interaction– is important when dealing with financial transactions. Security is also key and being able to work with someone face-to-face aids the perception (and/or reality) of a more secure transaction.
- 1. The main business problem was the need to gain advantage in a highly competitive market. One way to do that is to differentiate the offering by providing more efficient and thorough customer service at any retail branch location. In a way, this was more of an opportunity than a problem. 2. Live agent costs are significant and expert resources are spread thin, so finding a way to extend the expert service to more locations was key. 3. Consumers are becoming more sophisticated and have a lot of choices, so being able to give them what they want quickly and efficiently is key. It needs to be easy for them to get tech support rather than immediately offering a new phone. 4. This organization’s goals for adding video customer service included: Provide faster service and confirmed transactions. Drive customer retention and strength of brand. Generate incremental revenue through new services. Reduce live agent costs by extending expert resources without needing to staff every location. Upsell/ cross sell opportunities by auto-selection of video content while a transaction is in process. Enhanced security: facial recognition while a transaction is in process. Results – a side bonus is the fact that retail associates are receiving some ‘free’ technical training on the job by engaging with the virtual tech agents when the kiosks are not in use.