Avaya Sip Within Your Enterprise


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  • The truth is, even in the era of convergence the typical enterprise infrastructure is inherently complex consisting of different communication systems from different vendors, different devices and different locations. End user functionality is limited by all of those elements.Kevin Kennedy’s notes:The fact of the matter is that decades of innovation has resulted in a complex entanglement of networked applications.  Operationally the coexistence of circuit oriented dial plans and data oriented domain addresses has created enterprise complexity. The voice world of the 1980’s maintained a full vertical stack of proprietary hardware, operating systems, applications and devices.  The networks defined the relationship of the user and the applications.  In the 1990’s the access media was disaggregated from the connection and application.   This allowed us to put people and devices anywhere, but as an industry we still followed a legacy architecture with connections intertwined with monolithic applications.
  • Global Bank - Over $1 million per month in carrier cost savings, a 65% reduction, Payback in less than one year, Negotiated 30% reduction in ongoing per-minute PSTN ratesService Provider – $11 million in annual savings from Reduced outsourcer costs, Eliminating take-back & transfer, Reducing PSTN costsHigh Tech Manufacturing - Expecting $20 million per year in savings, Reduced infrastructure and licensing, eliminating carrier “post routes”, Improved customers satisfaction from regionalized self service, targeted “wait” treatments, better agent routingGlobal Consulting Firm - Travel cost reduction over $10 million per year International mobile callingcost reduction over $500k per month
  • Avaya Sip Within Your Enterprise

    1. 1. SIP Within Your Enterprise, Simplifying Business Communications While Lowering Costs <br />Darren Verette<br />Avaya Solution Consultant – Avaya’s Business Communication Solutions Group<br />
    2. 2. http://www.avaya.com/master-usa/en-us/resource/assets/premiumcontent/sipfordummies.pdf<br />
    3. 3. Business Drivers for SIP and Technology Direction<br />1<br />Introducing the SIP Session Manager and its Benefits<br />2<br />SIP Considerations in Customer Contact<br />3<br />
    4. 4. Session Initiation Protocol<br />SIP can be called a “rendezvous” protocol. That is, it allows endpoints on the Internet to discover, locate, negotiate, and establish sessions. What kind of sessions? Any kind of sessions. SIP is used to establish VoIP (of course), video, gaming, text, call control.<br />SIP is an open protocol standard, with an active working group<br />on the Internet Engineering Task Force (IETF). Avaya and other<br />major companies are active in the IETF SIP working group and<br />in other industry groups, working to ensure that SIP-enabled<br />solutions work across businesses and enterprises with a variety of legacy, new, and evolving networking and telecommunications<br />infrastructures and products to enhance and revolutionize the world of real-time business communications.<br />SIP is used to identify, locate, and enjoin parties who want to communicate using any peer-to-peer media type. However, SIP does not transport the media itself: That is handled by codecs within the communications programs or devices.<br />
    5. 5. Pre 2000<br />2000 - Today<br />Tomorrow<br />IN/SS7<br />Overlay<br />CTI<br />Overlay<br />Peering and<br />Loose Coupling<br />SOA<br />SIP<br />Presence<br />H.323<br />IP<br />SIP<br />ISDN and TDM<br />ApplicationsEverywhere<br />FlattenConsolidateExtend<br />Technology ShiftUsing SIP for Business Advantage<br />App<br />App<br />Application<br />Application<br />Connection<br />Connection<br />Connection<br />Network<br />Network<br />Network<br />
    6. 6. Session Initiation Protocol<br />
    7. 7. Presenceallows your employees and customers to communicate more efficiently.<br />User-centricitygives your users more flexibility and options while improving control of technology and greatly simplifying device (and communications)<br />management.<br />Multi-modal capabilitiesprovide a richer communications experience and empower your business to better serve your customers.<br />Simplified architecturespromote interoperability while simultaneously allowing your business to reduce costs, rapidly deploy new applications and solutions, and grow with your business.<br />SIP Helping You Achieve Your Business Goals<br />
    8. 8. “How can I reach you…?”<br />Home Number<br />Office Number<br />Direct Number<br />Fax Number<br />Mobile Number<br />Text Messaging SMS<br />IM Screen Name or Alias<br />Facebook/Social Networking<br />Corporate Email<br />Personal Email<br />
    9. 9. <ul><li>Heterogeneous multi-vendor mix of TDM and IP
    10. 10. Too complex and costly to “rip and replace” everything in one step
    11. 11. How to get significant cost savings now?
    12. 12. How to securely add incremental UC applications now?
    13. 13. Old costly stand-alone branch/store systems, mobile workforce, etc.</li></ul>Business Challenge<br /><ul><li>Core SIP routing for new and old (use gateways to legacy)
    14. 14. Centralized dial-plan, on-net calling, SIP trunking to core (not edge)
    15. 15. Deploy SIP applications by user: conferencing, mobility, UC, CEBP
    16. 16. Roll out centrally managed branches
    17. 17. Replace legacy incrementally </li></ul>Solution delivering Cost savings, TCO, Productivity<br />Common Customer ScenarioLegacy Consolidation, Incremental Evolution<br />
    18. 18. Complexity <br />Video<br />Systems<br />Enterprise<br />Applications<br />Contact <br />Centers<br />Conferencing<br />Services<br />Communication<br /> Systems<br />Data<br />Centers<br />ENTERPRISE<br />NETWORK<br />Communication<br /> Systems<br />10<br />
    19. 19. A Business User Wants….<br />The right APPLICATIONS needed to perform their job at any point in their day..<br />PSTN<br />WiFI<br />LAN<br />Wireless<br />…while CONNECTED to any network.. <br />.. and ACCESS them from any device or location.<br />In most cases, they can’t. Why?<br />11<br />
    20. 20. Today’s Objective:<br />To share the key that solves this problem, it’s business impact & projected implication on real-time communications in the enterprise.<br />Applications<br />Connections<br />Access<br />12<br />
    21. 21. Introducing the SIP Session Manager and its Benefits<br />2<br />Business Drivers for SIP and Technology Direction<br />1<br />SIP Considerations in Customer Contact<br />3<br />
    22. 22. Introducing the SIP Session Manager<br />Global Routing Policy<br />
    23. 23. Registrar Server. When users come online, they need to make sure that others are aware they’re available to take and make calls. The Registrar authenticates and registers users when they come online, and stores information on the users’ logical identities and the communications devices or physical entities (IP address) of the communication devices they can use. The devices are identified by their URIs.<br />Location Service. As users roam, the network needs to be continually aware of their locations. The location service is a database that keeps track of users and their locations. The location service gets its input from the registrar server and provides key information to the proxy and redirect servers. A SIP proxy or redirect server uses this information to obtain the mapping from logical<br />SIP addresses to physical SIP addresses, so that communication sessions can be properly established and maintained.<br />Registrar and Location Function<br />
    24. 24. Connecting User to User – Not Device to Device<br />
    25. 25. Enterprise Wide Registrar<br />
    26. 26. SIP Entities and Security Agent<br />
    27. 27. Trusted SIP Entities Across the Enterprise<br />
    28. 28. Network Routing Policies<br />
    29. 29. Making Calls Outside the Enterprise<br />
    30. 30. Harnessing Network Cost Savings <br />
    31. 31. Least Cost Routing<br />
    32. 32. Least Cost Routing<br />
    33. 33. Policies for the Enterprise and the End User<br />
    34. 34. Individual Policies<br />
    35. 35. Session Manager <br />User Profile Applications <br />
    36. 36. Green Benefits of SIP-based ArchitecturesSoftware configurations significantly reducing hardware needs<br />40,000 users<br />2 Data Centers<br />Full redundancy<br />Traditional approach<br />242 Rack Units<br />New approach<br />54 Rack Units<br />78% reduction<br />
    37. 37. Immediate Opportunity: 12 month ROI<br />$12 Million Savings / Year<br />Global Bank<br />Carrier Costs Savings<br />=<br />X<br />$11 Million Savings/ Year<br />Consumer<br />Service Provider<br />Reduced outsourcing<br />PSTN costs<br />=<br />X<br />$20 Million Savings / Year<br />High Tech Manufacturing<br />Reduced Infrastructure, Carrier <br />Improved customer service<br />=<br />X<br />$ 10 Million Savings / Year<br />Global Consulting Firm<br />Travel and International Mobile Calling <br />=<br />X<br />Total Savings by 4 Customers: $53 Million <br />29<br />
    38. 38. SIP Considerations in Customer Contact<br />3<br />Business Drivers for SIP and Technology Direction<br />1<br />Introducing the SIP Session Manager and its Benefits<br />2<br />
    39. 39. Multiple inquiries/Complex question<br />Moderately complicated – Assisted SS<br />Straight forward – low hanging fruit<br />Could be avoided via improved routing<br />A Day in the Life of Customer Service<br />Observations on two separate visits<br />Most frequent calls:<br />When does my product ship/arrive?<br />Question about payments <br />Of the 33 calls observed, 5 were related to shipping (15.5%) <br />Of the 33 calls observed, 12 were “complex” (36.2%)<br />Of the 33 calls observed, 4 were transferred to Credit Provider (12.1%)<br />The remaining 12 calls vary significantly in caller intent and complexity (36.2%)<br />
    40. 40. Call Scripting, <br />Caller Options<br />Load Balancing<br />Call Center<br />Current State<br />800#<br />PSTN<br />WAN<br />Self Service<br />Peripheral GW <br />Pre Route<br />Communication<br />Manager<br />High cost-per-call*<br />Non-optimized self-service<br />No intelligent wait treatment<br />Inconsistent Outcomes<br />Silos of technology<br />Added infrastructure<br />Excessive Maintenance and<br />Administration <br />*Due to take-back and <br />transfer fees<br />
    41. 41. Multiple inquiries/Complex question<br />Moderately complicated – Assisted SS<br />Straight forward – low hanging fruit<br />Could be avoided via improved routing<br />Call Observation – Categorization<br />When does my item ship? What’s my balance? When is my next payment? – 2:20 seconds<br />Return product – How do I return?<br />When will my product be delivered?<br />No caller id<br />Can I pay my bill online? <br />May I return the product? - 3:20 seconds<br />I’m going to return an item and I’d like to debate the shipping fee – 2:00<br />Is the item still available? – 54 secs<br />
    42. 42. What do these findings reveal?<br />There is value in considering new models for customer routing<br />
    43. 43. A Transformational Solution for Operations, ITand Customer Relationship Imperatives<br />SIP Intelligent Customer Routing<br />A.K.A. Customer Context Routing<br />Intelligent Wait Treatments<br />Next Generation Multi-Modal Customer Contact<br />Call Context Routing<br />Workflow<br />Proactive Outbound Notification<br />SIP Load Balancing<br />Self Service Functions<br />
    44. 44. Session<br />Manager<br />Core <br />DataNetwork<br />Home Agents (now <br />working parcel shifts as needed<br />for surge) are cost-optimized<br />BPO agents are now 100%<br />reported and observable<br />through DC systems<br />Future State<br />Cost Take Out<br />All ongoing costs associated <br />with take back and transfer, <br />Geotel dip fees (SS7) and BPO<br />IVR are eliminated<br />Service<br />Provider<br />PSTN<br />Caller specific wait treatment, <br />cross sell, segmentation<br />Agent <br />Requested<br />Call Scripting, <br />Caller Options<br />Load Balancing<br />Communication<br />Manager Feature Server<br />Travel upgrade sold while customer is in queue! Today, your customer is captive <br />listening to music while in queue…<br />Communication<br />Manager<br />ICR<br />Gateway<br />Home Agent<br />
    45. 45. Call Scripting, <br />Caller Options<br />Load Balancing<br />Communication<br />Manager<br />Ms. Davis, thank you for calling Cust Service!<br />A customer service agent will be right with <br />you. Your recent order of the Denim Pants <br />shipped On Monday, June 8th and is scheduled<br />to Arrive on Friday, June 12th. Your package was<br />Shipped via FedEx Ground. Your shipping <br />Number is 5552345. To repeat this information,<br />Simply press 1. If this completely satisfies your<br />reason for calling today, please press 2 and<br />hang up…<br />Voice Portal<br />Call Center<br />Customer Specific Wait<br />Treatment<br />Carrier<br />Customer<br />Context<br />Aware<br />Example:<br />10% of Customer Service<br />Calls Deflected = $262,000 yr.<br />7.5 Agents @ $35K<br />
    46. 46. Key Benefits of SIP in this Role<br />Uses Voice Portal as primary control point/queue point<br />New Routing Application for ACD load balancing<br />SIP Call Context Integration reduces CTI complexities<br />Enhanced Wait Treatment via an application on VP<br /><ul><li>Reduces PBX footprint -- lower OPEX, and CAPEX
    47. 47. Allows businesses to migrate from legacy ACDs (ex: Nortel) to CM
    48. 48. Eliminates the need for complex, expensive pre-routing CTI solutions (lower OPEX and CAPEX)
    49. 49. Reduces the need for proprietary post-routing CTI solutions (lower OPEX and CAPEX)
    50. 50. Improved customer experience and satisfaction
    51. 51. Up-sell / Cross-sell opportunities</li></li></ul><li>Session <br />Manager<br />Core<br />Ms. Davis, This is ABC calling with a shipping update! Your recent order of the Sterling Silver Platinum & 18K Vermeil Blue Amethyst Etruscan Ring shipped On Monday, May 18th and are scheduled to Arrive on Friday, May 22nd. Your package was Shipped via FedEx Ground. Your shipping Number is 5552346. To repeat this information, Simply press 1. Enjoy your ring!<br />Launch<br />Campaign<br />Ship Date<br />Tracking Number<br />Shipping Notification<br />Outbound Campaign<br />Built on Future State<br />Campaign Build<br />Order<br />Shipped<br />Data<br />Carrier<br />Network<br />ICR/ProActive <br />Outbound<br />Script/Speech<br />Deflection of inbound calls seeking<br />shipping date and date of arrival<br />
    52. 52. Session<br />Manager<br />Core<br />Mr. Douglas, this is a courtesy call from ABC! <br />We trust you are enjoying your new<br />Mitsubishi HDTV! We wanted to advise you <br />that today is the last day you can add the full 2 year Protection Plan to your purchase. Why not<br />add this important coverage to your purchase <br />now? If you’d like to proceed with this coverage<br />simply authorize the addition by entering…<br />Launch<br />Campaign<br />Pay-Type<br />Confirm User BioMetrics<br />14-Day Extended Warranty<br />Outbound Campaign<br />Built on Future State<br />Campaign Build<br />14 Day <br />Customer<br />Data<br />Carrier<br />Network<br />ICR/ProActive <br />Outbound<br />Script/Speech<br />$169 Warranty on Flat Screen,<br />Multiplied by just 10 customers <br />per day = $600,000/YR<br />Just for Flat Screens!<br />
    53. 53. ?<br />$<br />Pre Call<br />Work<br />Session<br />Manager<br />Core<br />Step 2<br />“Work” (Phantom Call)<br />Placed in queue<br />Step 3<br />Customer specific wait treatment, EWT,<br />cross sell, segmentation<br />Agent<br />ICR<br />Analytics<br />Step 5<br />Step 4<br /> Step 1<br />My Mobile<br />Customer Care -<br />Built on Future State<br />Step 6<br />Data Network<br />Carrier<br />Network<br />
    54. 54. Return on Investment Areas of Pursuit<br />
    55. 55. Return on Investment Areas of Pursuit<br />
    56. 56. Return on Investment Areas of Pursuit<br />
    57. 57. http://www.avaya.com/master-usa/en-us/resource/assets/premiumcontent/sipfordummies.pdf<br />
    58. 58. Thank you!<br />Questions / Discussion<br />