© copyright 2017. private and confidential.€¦ · cm/cs1k + aacc. contact center. ... third...


AVAYA BREEZEEmpower Your Business with an Application Sequenced UC Experience


WELCOME!

Scott ClarkVice President, Marketing

[email protected]

mailto:[email protected]


> Today> Avaya Breeze: Empower Your Business with an Application

Sequenced UC Experience> Thursday, August 17, 4:00pm Eastern Time

> Leveraging Breeze, Oceana and Oceanalytics for a Modern and Relevant Customer Experience

> Thursday, August 24, 4:00pm Eastern Time> Avaya Engagement Designer: Tying It All Together with Use Cases

THANK YOU FOR JOINING US!CONVERGEONE WEBINAR SERIES


TODAY’S CONVERGEONE EXPERT

Andrew BaconRegional Chief Technology Officer,

NortheastConvergeOne

[email protected]



TODAY’S GUEST SPEAKER

Carolyn Laffan MillerSr. Manager,

Global Executive Briefing ProgramAvaya

[email protected]



AVAYA BREEZE OVERVIEW AND USE CASES

Carolyn Laffan Miller, Sr. Manager and Executive Briefer, Avaya

Michael Killeen, Breeze Product Manager, Avaya


CUSTOMER BUSINESS TRENDS THAT LED TO THE DEVELOPMENT OF BREEZE

9

IT DEPARTMENTS HAVE NEW EXPECTATIONS FROM INTERNAL CUSTOMERS

CIO+

CMO

CEO

COO

“CIOs are now also Chief Innovation Officers, Heads of HR, Chief Supply Chain Officers, and Heads of Shared Services to name just a few.” Peter High, Forbes

http://www.forbes.com/sites/peterhigh/2012/11/14/the-emergence-of-the-cio-plus/http://en.wikipedia.org/wiki/CIO-plus

Superb CustomerTreatment

BUSINESS DEMANDS A QUICK RESPONSEDeliver Fast, Focus on Revenue

Dynamic Team

FormationVideo

ServiceVIP

Express Pass

Send high value customers directly to experts extending the contact center

LeverageSalesforce.com and connect calls related to deals in final stage to mobile phone

Gather requiredexperts through proactive notification

Support customers with video expertsfor “see what I see”

11

WHAT IF YOU COULD…Decrease Time to Deployment by

80%

Allowing Even Non-Developers to Create Applications Based on Business Needs

12© 2017 Avaya Inc. All rights reserved.

A QUICK BACKGROUND ON BREEZE

Past

Now & Future

Recent

Access

AccessAccess

Connection Mgmt

App App

H.323/UnistimH323/SIP

SIP

Legacy TDM IP Telephony Enterprise IMS

WHERE BREEZE WORKS

Data “Grids”

Application

Connection MgmtApplication

Connection Mgmt

AVAYA AURA® ARCHITECTURE

System Manager

SBC

SIPTrunks

PSTN

SIPSM SMSM

SM SMSM

AvayaBreeze

Avaya Breeze

Avaya Breeze AAC

AAC

SIP

SIP Hard and Soft Endpoints

Third PartySIP Endpoints

SIP

CM Elite

SIP

3rd PartyEquipment

CMEPEPAAMAAM

Avaya Aura®Media Servers

CM/CS1K + AACCContact Center

Build Your Own Snap-ins!

Web ConnectionBig Data Access

Real Time CommunicationsTight Integration w/ Avaya Aura®

Agile “Clean, Build, Deploy, Test”

Active-Active Scalability

PILLARS OF AVAYA BREEZE

PSTN

o o o

WebEndpoints

Avaya Breeze

3rd Party Software (ex: Epic)

Snap-in

Avaya Breeze

Snap-in

Avaya Breeze

Snap-in

16

WHY DO ENTERPRISES NEED AVAYA BREEZE?Add New, Cool Stuff

Make Contact Centers Multi-Touch

Collaborate Faster

If This Then That - Automate Processes

Operate the Business with Visual Workflows

Spy and Adapt Communications to Increase Productivity

Third Party ApplicationIntegration


WHAT IS A SNAP IN?


> Applications and connectors, as modular, reusable developer code built for Avaya Breeze

> From fit for purpose “out of the box” apps to connectors to cloud services and more

> Create or integrate new capabilities into processes and apps> Reuse connectors, applications, and developer code across apps> Deploy and use only what you need> Standardize business process best practices

WHAT IS A SNAP-IN?

AVAYA SNAP-INSSome of the many connectors and applications available today!

Email

SMS

Scopia Video

Presence

Connectors

Engagement Assistant

Mobile Video

WebRTC

Work Assignment

Applications

Call Park and Page

Context Store

Real-time Speech

Co-Browsing

3rd Party Developed

EnterpriseDeveloped

Message Recording

Smart Caller ID

Call Redirection Manager

and More!

Utilize extensive, expandable palette to tailor and customize workflows

Long terms storage (days, weeks, months) of workflows

Greater enterprise control over workflows and journey maps

AVAYA ENGAGEMENT DESIGNEREmpower Enterprise Resources to Easily Produce Customer Journey Maps Utilizing a Single, Graphical, Intuitive Canvas

21

MAKE CONTACT CENTERS MULTI-TOUCHCreate One Continuous Interaction

Website

Web Service

Contact Center

Use MultipleChannels

MaximizeInteractions

OrchestrateAnd Connect

22

IF THIS, THEN THATResponding to Business Events

Conference Together

AvayaBreeze

Send Notifications

Determine Contact List and

Get Policies

Detect Business Event

AvayaAura

AvayaBreeze

AvayaBreeze

AvayaBreeze

INTERNET

AVAYA SNAP-IN DEPLOYMENT

© 2015 Avaya, Inc. All rights reserved. 23

SystemManager

WhiteList

ScopiaMaker

“Snapp Store”

WebRTC

Users

CallBlocker

CallBlocker

IT Manager deploys Snap-in

IT Manager chooses Snap-in and # licenses

and downloads

SM SM SM

SMSMSM

CallBlocker

CallBlocker

AvayaBreeze

CallBlocker

AvayaBreeze

CallBlocker

AvayaBreeze

CallBlocker

SystemManager

SNAP-IN DEPLOYMENT


IT Engineer loads the compiled Snap-in

IT Engineer writes a Snap-inIT

Snap-in

ITSnap-in

ITSnap-in

ITSnap-in

IT Manager deploys Snap-in Users

SM SM SM

SMSMSMAdministrator assigns Snap-

in to users


BREEZE CUSTOMER USE CASES

26

A LARGE MANUFACTURER’S BUSINESS PROBLEM

A Large, Distributed Multi-National Company with > 160,000 Employees

Deep Need to Collaborate

> Lots of Meetings

> Travel is Expensive and Not Allowed for Internal Meetings in Many Cases

> Must Meet Hand’s-Free Laws in Cars

Workforce is Mobile

> BYOD is Supported and Widely Used

> Concerns with Texting and Driving

IT Needs a Solution That Integrates with Existing Equipment –Quickly

27

ENGAGEMENT ASSISTANT

Cloud Based SolutionAdded in Less than 2 Weeks!

Debugged in a Single Day!

Minimal Resources Required> No Dedicated IT Staff

> No Training Required

Total Hands-Free ConferencingNo More Conferencing Numbers

No More Security Codes to Type in

THE SOLUTION:

28

CALL REDIRECTION MANAGER AT A MAJOR FINANCIAL INSTITUTION

Client Execs Focus on Critical Clients

Specific Client Calling Access is Set by Each Account Executive

Contact Center Role is Personal Assistant

Client List Number Screen

Mary Lee 408 555-1212 Yes -> Cellphone/Home

Bob Smith 415 555-1212 No Assistant/CC

Karen See 650 555-1212 No Assistant/CC

White List

Call

Client

High ValueClient

Assistant/Nurse

AccountExecutive

AvayaBreeze

29

MAJOR BANK’S COMMAND CENTER

2: Escalation Agent Selects Expert Groups to Help

2: Group Data

Retrieved

3: Presence Checked

5: Best/Fastest Expert Automatically on Conference!

4: Experts ContactedAvaya

Breeze

LinuxVideo

WANVoice

SAP

CRM

1: Trouble Comes In

Conf Point

30

A HOSPITAL’S NURSE CALL INTEGRATION

1: Patient Presses Nurse Call Button

2: Nurse Duty Roster Data Retrieved

3: Available Nurses/Docs Contacted

5: Best/Fastest Answered Nurse Connected to Patient!

4: Some Are Busy

AvayaBreeze

Agent

PSTN / SIP

Caller ID

Customer in TX Customer in FL

SMART CALLER ID - OUTBOUND

1. Agent Dials Texas Customer 2. SM Sends Call to Avaya Breeze3. Snap-in Reads Caller ID Database 4. Call Delivered Showing a Texas Caller ID5. Same Agent Dials Florida Customer, sending a Caller ID

Destination Based Outbound Caller ID Spoofer

Avaya Breeze

SmartCID

CM

SMSM

“TX” “FL”

32

avaya.customer.com[Cobrowse-enabled Web Pages]

Customer

Internet

Internet

Web APIs

Cobrowsing (Java Scripts)

Avaya CC DB

Avaya Contact Center Software

(Elite)

Web Server/DMZ Proxy

Browser with Cobrowsing(JavaScript)

Cobrowsing Engine

(JavaScript)Avaya Agent

Software(IC/1XA/EMC)

Agent

AVAYA BREEZE CO-BROWSING

AvayaBreeze

Co-Browse

CHAT WITH CO BROWSE – CUSTOMER


AVAYA WEBRTC SNAP-IN

Need Help?

Customer Clicks to Connect to Live Agent


Link has Embedded WebRTC URL with Routing Information And Context!

Avaya WebRTC Snap-in

36

MOBILE VIDEO CUSTOMER USER EXPERIENCE

Main app screen Waiting in queue Talking with agent

Mobile Video Communications

Customer Can Click To Video from an iOS or Android AppWorks with Existing Desktop, Recording, Monitoring and Reporting Solutions (Key Competitive Differentiator)Agent Can Transfer Video to Others

37

WHAT IS CONTEXT STORE?

38

CONTEXT USED AT MAJOR CELLULAR SERVICE PROVIDER

Customer Completes an Online Survey for a Recent Transaction1

The Survey Results are Stored in Avaya Breeze’s Context Store for Possible Later Use

2AvayaBreeze

ContextStore

39

Customer Calls the Contact Center Shortly Thereafter3

The Survey Results are Presented to Trained Retention Agents4

AvayaBreeze

The Retention Agent Skillfully Uses the Survey Data to Re-Delight the Customer (Retaining >% Customers!)

5

RETENTION, CONTEXT STYLE!

40

Customer Logs in and Loads Shopping Cart but Doesn’t Buy1

The Cart is Saved in Context Store2AvayaBreeze

ContextStore

A RETAILER’S INCREASED BUSINESS, WITH CONTEXT

41

Agent Discusses and Sends SMS/Email with Link4

Both Co-Browse to Get The Right Price and Shipping5

The Transaction is Completed!!6

AvayaBreeze

Customer Calls and Agent Sees Customer’s Cart3

INCREASED BUSINESS WITH CONTEXT

42

REAL TIME SPEECH AGENT SCRIPTING/COMPLIANCE


Q&A


> Thursday, August 17, 4:00pm Eastern Time> Leveraging Breeze, Oceana and Oceanalytics for a Modern and

Relevant Customer Experience> Thursday, August 24, 4:00pm Eastern Time

> Avaya Engagement Designer: Tying It All Together with Use Cases

SEE YOU NEXT WEEK!

VISIT https://convergeone.com/partners/avaya TO REGISTER

BREEZE DEMO? CONTACT YOUR NAM OR [email protected]



THANK YOU

© copyright 2017. private and confidential.€¦ · cm/cs1k + aacc. contact center. ... third...

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