andrea iacomussi e armando capone - key4bizmanage collaboration with avaya flare the flare...
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La tecnologia e l’offerta Cloud di Avaya Andrea Iacomussi e Armando Capone
© 2011 Avaya Inc. All rights reserved. 2
Decisions you need to make in the next 12 months Social what?
A new disparate world of endpoints?
Unified comms – intelligent collaboration and context? Coping globally
Delivering perfect service!
• Adopt the RIGHT innovation to suit you and your customers • Make it work globally
© 2011 Avaya Inc. All rights reserved. 3
Social Media Manager Automating & Integrating Social Media
Avaya Social Media
Gateway
Standard Media
Social Media
Generic
Contact Routing
Managed Agents & Experts
Scan, process and respond to events from social media using existing Contact Center infrastructure
Contact Center Inbound Contact
© 2011 Avaya Inc. All rights reserved. 4
Technical Support
Type of Issue
Basic Troubleshooting
Description of Problem
From smartphone to Agent
© 2011 Avaya Inc. All rights reserved. 5
Manage Collaboration with Avaya Flare
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The Flare Experience provides true universal collaboration across any modality, efficient management of contacts, and simple access to contextual information during any given session
ADVD Tablets Mobile Devices SIP Phones Laptops, PCs
A common experience regardless of access device or connectivity method
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Virtual conference
© 2011 Avaya Inc. All rights reserved. 7 7
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Communications Enabled
Workflows
Automated, event driven, closed-loop
notification, collaboration, and
brokered interaction.
Customer Connections
Consumer interactions via
mobile apps, social networks, video,
and external social media streams
Customer Experience Optimization
Track, analyze, and improve entire
experience with optimized flow, agent
compliance and efficiency
Emerging Products & Technology Focus Areas Enterprise User
Experience
Intelligent, context-aware, fit-for-
purpose enterprise communications management.
Cross Functional Initiatives
Cloud Services
© 2011 Avaya Inc. All rights reserved. 8 8
Cloud Computing?
© 2011 Avaya Inc. All rights reserved. 9 9
Clouds makes the life easier
© 2011 Avaya Inc. All rights reserved. 10
By 2013, at least 75% of customer service centers will use some form of a SaaS application in their contact centers
Gartner’s Cloud Computing Outlook
© 2011 Avaya Inc. All rights reserved. 11
Gartner’s Cloud Computing Outlook
© 2011 Avaya Inc. All rights reserved. 12
Gartner’s Cloud Computing Outlook
© 2011 Avaya Inc. All rights reserved. 13
Avaya Aura Architecture
© 2011 Avaya Inc. All rights reserved. 14 14
Avaya Aura Cloud enabling architecture
© 2011 Avaya Inc. All rights reserved. 15
Avaya Aura Cloud Services Architecture
© 2011 Avaya Inc. All rights reserved. 16
Avaya Aura Cloud Services Architecture
Cloud Services Architecture
Application Marketplace
Hosted Platforms
Inter-Enterprise Communications
Application Marketplace
Inter-Enterprise Communications
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© 2011 Avaya Inc. All rights reserved. 17
Application Marketplace
Inter-Enterprise Communications
Aura to Aura Aura to Others 17
© 2011 Avaya Inc. All rights reserved. 18
Application Marketplace
Hosted Platforms
Universe Inter-Enterprise Communications
Premise Applications Flare, Aura,
ACE
Download
Hybrid Cloud Applications working with
Aura
Hybrid SaaS
Cloud Applications
SaaS
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© 2011 Avaya Inc. All rights reserved. 19
Application Marketplace
Hosted Platforms
Platform as a Service
Platform as a Service
and Channel
Incubation Platform as a
Service i.e. Federation, Flare Trials…
Avaya AOS
© 2011 Avaya Inc. All rights reserved. 20
Cloud Services Architecture
Application Marketplace
Hosted Platforms
Inter-Enterprise Communications
NGN, 4G, IMS
Hybrid Carrier and Enterprise Applications
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© 2011 Avaya Inc. All rights reserved. 21
Incubation of New
Strategies
Platform as a Service
Platform as a
Service and
Channel
Deploy Communication Solutions Cloud Approach
Premise Flare, Aura, ACE
Hybrid Cloud
Cloud
Download
SaaS
Hybrid SaaS
web.alive, hosted CC/UC
Aura
Aura to Aura Aura to Others Inter-Enterprise Communication
Hybrid Carrier and Enterprise Applications
NGN, 4G, IMS
Cloud Services Architecture
Hosted Platforms
Application Marketplace
Federation