Avaya — Raymond James Customer Interaction Management Conference (August 2006)
19 slides from Avaya's conference presentation, Aug 15, 2006
Slide 1: Raymond James Customer Interaction Management Conference
Raymond James Customer Interaction Management Conference Zack Taylor Sales Vice President Global Strategic Solutions August 15, 2006 © 2005 Avaya Inc. All rights reserved.
Slide 2: Forward Looking Statements
Forward Looking Statements This presentation contains forward-looking statements within the meaning of the safe harbor provisions of the Private Securities Litigation Reform Act of 1995. Forward-looking statements give our current expectations or forecasts of future events. Actual future results may
Slide 3: Discussion Imperatives
Discussion Imperatives #1: Confirm investment and solution priorities in the contact center marketplace #2: Affirm key inflection point technologies and the customer solutions being created #3: Establish evidence of market directions via case studies and real world deployments © 2005 Avaya Inc. All
Slide 4: Aggregate Business Trends Are Impacting Contact Center Investments
Aggregate Business Trends Are Impacting Contact Center Investments “Flattening” of global networks and organizations – Driving new investment in IP based technologies Truly global and virtual business operations – Driving new sourcing models and workforce optimization Renewed focus on customer walle
Slide 5: The Era of True Blended Intent in Contact Center is Upon Us
The Era of True Blended Intent in Contact Center is Upon Us Effectiveness Focus Customers As Assets Strong Shift towards effectiveness With efficiency context Internet Internet Boom Boom One-to-one, One-to-one, multimedia multimedia Universal Universal Queue Queue Pre-route Pre-route Early Early Cal
Slide 6: Key Findings Drive Contact Center Investments – Two Levers
Key Findings Drive Contact Center Investments – Two Levers 1. Holistic: From discrete interactions to a holistic view of Customer Value Holistic Experience Optimizing the Customer Optimizing Experience 2. Organizational: From isolated to integrated Customer Value Customer Value Optimizing the Custom
Slide 7: Five Top Contact Center Investment Trends
Five Top Contact Center Investment Trends Defining Next-Generation Customer Contact #1 Virtual infrastructure – Seamless delivery of applications and services #2 Expertise on-demand and enhanced sourcing #4 Channel integration – Connecting customers to the – Integrating customer right people at the
Slide 8: Customer Contact Investments are Part of a Broader Differentiating Approach
Customer Contact Investments are Part of a Broader Differentiating Approach: Intelligent Communications Our Goals - #1: People more productive, #2: Processes more intelligent,#3: Customers more satisfied © 2005 Avaya Inc. All rights reserved. 8
Slide 9: Intelligent Communications Today
Intelligent Communications Today Business Communications Applications Recent Avaya Contact Center Enhancements – Avaya Interaction Center 7.1 – Avaya Call Center 3.1 – Avaya Voice Portal – Speech Application Builder – Avaya Proactive Contact – SOA enhancements: • Application Enablement Services – Th
Slide 10: Intelligent Communications Today
Intelligent Communications Today Business Application Integration: Avaya’s DevConnect Ecosystem Open Business Process Integration – Joined Web Services Business Process Execution Language (BPEL) On the Path to a Service Oriented Architecture (SOA) – Avaya’s Application Enablement Services (AES) © 20
Slide 11: Intelligent Communications Today
Intelligent Communications Today Right Network Integration for Enhanced Customer Contact High Availability & Security – Application Assurance Networking (AAN) Expanded Alliances – Extreme, Juniper Expanded Developer Connection program – Up to 2,200 members, and growing SIP Interoperability Lab © 200
Slide 12: Intelligent Communications Today
Intelligent Communications Today Right Time, Right Device, Right Media for Right Customer Mobility by Design – Mobile activation of every Avaya end-user Fixed Mobile Convergence – Motorola, Nokia, RIM, Symbian Voice Quality Enhancements for Mobile Computing – Intel © 2005 Avaya Inc. All rights reser
Slide 13: SIP is a Key Enabler for Next Generation Contact Center
SIP is a Key Enabler for Next Generation Contact Center and Intelligent Communications Multi-Vendor Interoperability Supports Multi-Site connectivity, Branch, Home Agents Ease of Integration among CC components Presence and Events Easy Propagation Between Components Richer Services; e.g. Resident Ex
Slide 14: SIP in the Contact Center
SIP in the Contact Center First wave 2006 - 2008 – low cost trunking interfaces – less expensive endpoints – presence displayed to end users • MS LCS, IBM Sametime show presence for click to call Second Wave 2008 and beyond – distributed call control architecture for high scalability – SIP absorbs C
Slide 15: Enterprise Enabled Customer Service
Enterprise Enabled Customer Service Will be SIP-Enabled Enterprise Employees Enterprise Enabled Customer Service Employees Customer Business Communications and Service Contact Center Practices Merge Employees Accessible Knowledge across Contact the Enterprise Center Agents Human Capital Improvement
Slide 16: Fluid Customer Contact Environments Require New Sourcing Options
Fluid Customer Contact Environments Require New Sourcing Options Deliver Avaya Managing our Fully Manage Complex Applications Over the Customer’s Contact and Migrating Network Center & Conferencing Infrastructures to Client Applications Specifications IP Avaya On Managed Converged Demand Apps Soluti
Slide 17: Deployments Meeting Business Demands
Deployments Meeting Business Demands Case Studies Avaya Best Practice Customer Benefits Delivers - Variable cost model - Focus on core 1. On Demand Infrastructure Flexibility competency - Capacity “as needed” - Lowest cost structure 2. Global Extraordinary - Single enterprise image Consolidation and
Slide 18: Leadership in This Space Requires . . .
Leadership in This Space Requires . . . Continuous transformation – Eg. SIP, Web Services, Service Oriented Architecture Full stream value – infrastructure, application, services – Transforming the entire enterprise into a customer facing response engine is multi-faceted Deep communications insight
Slide 19: Raymond James Customer Interaction Management Conference
Raymond James Customer Interaction Management Conference Zack Taylor Sales Vice President Global Strategic Solutions August 15, 2006 © 2005 Avaya Inc. All rights reserved.
Avaya — Raymond James Customer Interaction Management Conference (August 2006) on 6ix