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Avaya Innovations Selling the Difference

As I was preparing for this event I was been thinking about how we motivate our teams to innovate. Not just invent knew things, but true innovation that changes the game whether it is in technology, business process or even sales.

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Avaya Innovations Selling the Difference

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  1. As I was preparing for this event I was been thinking about how we motivate our teams to innovate. Not just invent knew things, but true innovation that changes the game whether it is in technology, business process or even sales. Last night’s excitement about the Coco Bongo Club reminded me of an interview I did with Steve Wozniak, Co-Founder of Apple, a couple of weeks ago in Chicago I asked him about the motivation to innovate and he gave me an example that motivated him to exceptional innovation… Steve Jobs and Mike Markela were headed to the Consumer Electronics Show to debut the Apple II… So Let’s get started – today I am going to talk about collaboration in UC and CC Avaya InnovationsSelling the Difference Brett Shockley

  2. Trends – 1 But First Lets Talk About Some Trends • Mobility – we all know what’s happening with Smart Phones and TabletsAlmost a billion tablets by 201640% of employees spending >20% of time far from deskVideo soft clients growing at over 100% per yearCIO’s at 72% of enterprises actually letting you Bring Your Own Device! • Social – It Really MattersDaily social site visits rising; Facebook 310m, Twitter 22m, LinkedIn 8m…20% of FB users expect a reply to a post on a company page within 60 minutes51% of consumers trust on-line blogs and friends more than company web pages85% of millennials will tell others about their poor experience60% of companies never respond to customers • COMPANIES HAD BETTER GET THEIR ACT TOGETHER • Big Data/AnalyticsData volumes expanding rapidly – 2012 59% more than 3TB; 34% > 10TB 67% of best-in-class companies regularly use BI tools and growing 58% of organizations apply analytics for a competitive advantage30% consider Big Data a Problem / 70% consider Big Data an Opportunity • Cloud and Virtualization42% of companies are, or planning, to virtualize their applicationsOver 80% of new apps will be deployed/distributed on clouds Cloud computing market is now a $74 billion industry

  3. Trends – 2 - UC and CC • These 4 trends impact your customers in many ways • And, they drive a different set of needs in both contact center and collaboration • According to recent Avaya primary research, 60% of customers use multiple media to communicate with the same company – often about the same transaction! • Net Promoter Score adoption is driving increasing focus on managing the Customer Experience and growth in Social and other media like Video and SMS • The latest is Mobility but Virtual Office, Back to Back Meetings and people who LOVE to Collaborate are driving another whole set of challenges.

  4. Emails • You exchange 27,000 emails a year • That would be: 105 emails per day IF you didn’t work weekends.

  5. Text • And you are exchanging another 15,000 text messages per year!

  6. Text • Millenials? 88 text messages per day… • And they are your new employees

  7. Text • the only thing they use email for is to talk with OLD people.

  8. Me • Me, I exchange almost 70,000 emails per year. And another 15,000 text messages Lets face it - it’s THE ONLY WAY I get to talk with my kids. • But that’s only part of problem – When I first started in this business I had a 10MB hd… • yes I'm old. • Today I have a 750GB drive, it’s running out of space and I STILL CAN'T FIND WHAT I NEED! • But - Real problem comes home to roost at 9:04am

  9. Calendar • OH NO – YOU have just raced up the stairs from the conference room to your office. • You’re out of breath, the phone is ringing and people are texting you to join the meeting. • Your trying to find the right bridge, most recent version of the document and the last two people that are missing from the call. • YOU HAVE JUST WASTED THE FIRST 10 MINUTES OF YOUR MEETING

  10. Presence • I thought that presence was was supposed to solve this. But THERE IS A PROBLEM with presence – it’s JUST not enough. • It’s mostly about making it easy for people to interrupt you… • Not making you more productive. [click]

  11. Presence - Client • And what do those red, yellow and green jelly beans mean REALLY? • I don’t know about you, but I just ignore them. • Does away really mean that you’re not there… Or that you just haven’t touched your keyboard in the last 5 minutes [click]

  12. Presence – Productive Meeting • You could be actively engaged in a productive meeting like these Avaya Labs Researchers • OR

  13. Presence – Multitasking Meeting • This meeting, where they are present, but the’re multi-tasking and clearly not engaged.

  14. Many Collaboration tools are actually wasting our time. • The reality is that Many Collaboration Tools are actually Wasting our Time! • Our industry has done a great job over the past 10 years of creating Unified Communications applications, but the reality is that it takes a human being to tie them all together. They are not truly unified • And in fact THEY ARE MISSING SOMETHING ESSENTIAL… They are missing the context of what is relevant to you… RIGHT NOW!

  15. Transformative Collaboration - 1 • Awareness is a new technology from Avaya that delivers EXTRAORDINARY USER EXPERIENCES.

  16. Transformative Collaboration – 2 - Context • It tracks your communication and collaboration activity • it knows who’s important when • the conversations you are engaged in • the documents you are using and • the relationship of all of these to your schedule over time • Creating an extraordinary user experience across all of your devices and applications

  17. Avaya Collaboration Suite Provides your customers the ability to.. • Share desktop/content, escalate to video, whiteboard, sidebar • Users can join inside or outside firewall, with single URL click to join • Optimizes bandwidth for each user ensuring performance • Video on Flare and the next generation of MicrosoftLync integration next month

  18. Demo • Personal Assistant

  19. Scopia HD Video Conferencing Meets BYOD • Create Conference Rooms Without Walls Connect from anywhere, create a virtual conference room and invite users or room systems. • HD Everywhere - Bring your room system experience with you, wherever you go, to whatever desktop you use. High Definition video and presentations on a standard PC with a webcam. • The network is not in your way with Transparent Firewall Traversal and Extreme Network Tolerance with H.264 SVC (Scalable Video Coding). • Enjoy full interoperability with competitive Conference Room, Telepresencesystems and major UC clients – including the Avaya UC suite • H.239 Compatible presentation with Content Slider • View previous materials, individual control

  20. Video Collaboration For Everyone • Your customers need both HD and even 1080p/60fps Ultra-HD video conferencing with simple collaboration software to join from any device • AND • UC Video Experiences that can scale at low cost to thousands or even 10’s of thousands of users • Interoperability with standards and the plethora of real world platforms • BUT • What your customers really need is… (Simple)

  21. Video Collaboration for Everyone • End users don’t want to know – nor should they • Of course IT needs policy based control • Bandwidth • QOS • Executive – or large meeting priviledges • Audio and Video codec control • MCU management • Monitoring, Management and troubleshooting • I have the good fortune of having all the toys – in production and coming. I can tell you that…

  22. Sell RTC • Help existing customers move from IPT to Collaboration Suite • Sell the full stack to new customers • What’s in it for you? • More money and/ margin dollars • Account stickiness • Increased barriers to competitors

  23. Contextually Aware Customer Experience - 1

  24. Contextually Aware Customer Experience - 2

  25. Contextually Aware Customer Experience - 3

  26. Big Data – Time to Geek Out a Bit • Lets talk about cutting edge technology increasingly used to support Big Data – Data Grids • Ultra fast, In Memory databases that can scale across a few or hundreds of computers > 640k ram • Data Grid Provides 3 things: Horizontal scale / Ultra High Availability / Easy Elasticity - SIMPLE • Large Financial institution:- Credit Card app supporting 26 Million users. DG for super low latency SCALED FROM 1,000 to 26mm users in 6 WEEKS • Largest publisher of business news and information :Data grid running over 100 virtualized servers taking in very large stream of market data and providing low latency computations • Global financial institutions for low latency financial trading applications • One of the largest European Financial Groups DG across 150 servers - low latency Risk calculations • Major airline has deployed a large distributed data to serve as in integration hub across 4 lines of business. • Retail - Gapfor high availability shopping/web site • Car Rental - Avisto reduce mainframe consumption matching cars to people • Corporate Service - Geicofor high volume high growth customer traffic • THIS IS THE FUTURE FOR BIG DATA APPLICATIONS… LIKE ANY CONTACT CENTER

  27. Customer Experience Framework • Simple – all of our applications and solutions built out of CEF • So where does the data grid technology come in? • Over time you will see our next generation applications, that layer over our current platforms, built on data grids for low latency support ofPersistent customer conversations across multiple channels • For example the Avaya Context Awareness Store and other Customer Experience Apps like Performance Ctr – more than 50 new patents • Designed to handle 1.8mm transactions per second across a single server with the ability to scale across hundreds of servers 1B/day • Imagine – customer attributes matched to the best agent informed by near real time analytics of agent performance by call • First Context store deployed in largest telecommunications company in South America = Pilot of 1000 agents increasing to 15,000 and ultimately over 100,000 agents • Our Competitors do not use this cutting edge technology

  28. Complex Interactions - 1 • Think about your Insurance company • How often do you contact them? • You sign up, pay bill..and hope nothing happens • Then it does • But what if I don’t know number • I don’t even know who to call. • Maybe there is an app for that…

  29. Complex Interactions - 2 • I use the app to provide a photo/video of my car • I am STRESSED – I have a board meeting and then an analyst meetings with Blair and Irwin.. • I need HELP fest • Fortunately my insurance company is AWARE

  30. Complex Interactions - 3 • They know from my facebook page I am a stress case with thousands of followers AND that I am friends with the president of the company • Knows I have 4 other policies and spend a lot of money with them • Sends me to the very best calming agent to provide the best service… • ….for high strung people that happen to know the president of the company

  31. Complex Interactions - 4 • Contextual information is used to determine • My car is not drivable. • Selects rental car based on my location and likely return location near the dealer where I take my car. • Knows I am a preferred member and taps into my usual preferences

  32. Complex Interactions - 5 • Sends me a Courtesy Rental Car… • Wait… Ok this is better • Expedites processing of claim • As delightful an experience in this situation

  33. Real time speech analytics - 1 • Some of you may remember an acquisition we made in the speech analytics area last year – Aurix • Well let me update you on some of things we are doing with this technology which works against real time or recorded speech at up to hundreds of times real time • Here is a project we recently completed with the BBC

  34. Real time speech analytics - 2 • But lets talk about some other use cases • Risk Management – regulatory or compliance • Improved Quality Control • Business Performance Management – Reinvent QM • Market analysis – for example giving product managers the power to mine customer data

  35. Real time speech analytics - 3 • Here is a contact center example • Why are people calling – accurate call types • How is each agent doing for each call type – net promoter? • How does each agent, team or center support or detract from your NET PROMOTER SCORE? • Which agent are the best… or struggling • Tease actionable coaching from the data vs rote call scoring

  36. Evolutionary Path - 1 • You have a great opportunity for your customers • Elite 6.2 doubled BHCC, and now adding virtualization to support mid-market and cloud. AACC 6.3:Early, Bugs, Simple • Whether they have Elite, AACC or competitive ACD’s • Avaya’s CE Framework Strategy creates opportunity to sell new applications • Ultimately both paths lead to Experience Management • Stay tuned as we expand our mid-market offers with more applications and simplified bundles • Your teams are being trained on this now, send your folks to CC Summit in Denver in December

  37. Evolutionary Path - 2 • Applications like • Multi-Channel for the 60% who change channel regularly • Natural language self-service via voice, web or chat • Gracefully escalating into enterprise wide experience management • New Performance Management and Analytics Applications • Speech, Call Flow, Self-Service Agent Interaction Analytics • Bringing forward the “SOUL” of our traditional reporting applications • Agent Desktop integrations into CRM apps and multi-channels • Ultimately both paths lead to Experience Management • Stay tuned as we expand our mid-market offers with more applications and simplified bundles • Your teams are being trained on this now, send your folks to CC Summit in Denver in December

  38. Evolutionary Path - 3 • Applications like • Multi-Channel for the 60% who change channel regularly • Natural language self-service via voice, web or chat • Gracefully escalating into enterprise wide experience management • New Performance Management and Analytics Applications • Speech, Call Flow, Self-Service Agent Interaction Analytics • Bringing forward the “SOUL” of our traditional reporting applications • Agent Desktop integrations into CRM apps and multi-channels • Ultimately both paths lead to Experience Management • Stay tuned as we expand our mid-market offers with more applications and simplified bundles • Your teams are being trained on this now, send your folks to CC Summit in Denver in December

  39. Evolutionary Path - 4 • Applications like • Multi-Channel for the 60% who change channel regularly • Natural language self-service via voice, web or chat • Gracefully escalating into enterprise wide experience management • New Performance Management and Analytics Applications • Speech, Call Flow, Self-Service Agent Interaction Analytics • Bringing forward the “SOUL” of our traditional reporting applications • Agent Desktop integrations into CRM apps and multi-channels • Ultimately both paths lead to Experience Management • Stay tuned as we expand our mid-market offers with more applications and simplified bundles • Your teams are being trained on this now, send your folks to CC Summit in Denver in December

  40. Evolutionary Path - 5 • Applications like • Multi-Channel for the 60% who change channel regularly • Natural language self-service via voice, web or chat • Gracefully escalating into enterprise wide experience management • New Performance Management and Analytics Applications • Speech, Call Flow, Self-Service Agent Interaction Analytics • Bringing forward the “SOUL” of our traditional reporting applications • Agent Desktop integrations into CRM apps and multi-channels • Ultimately both paths lead to Experience Management • Stay tuned as we expand our mid-market offers with more applications and simplified bundles • Your teams are being trained on this now, send your folks to CC Summit in Denver in December

  41. Evolutionary Path - 6 • Ultimately both paths lead to Experience Management • Stay tuned as we expand our mid-market offers with more applications and simplified bundles • Your teams are being trained on this now, send your folks to CC Summit in Denver in December

  42. Selling the Customer Experience • Avaya is leading the market with innovation leveraging the R&D investments you heard about yesterday • AND we have the GOLD standard solutions for managing Customer Experience today • Expand your footprint - Sell new applications to existing customers • Grow your base - Expand to new customers by leading with applications • TELL ME WHERE WE CAN HELP • AFTER DENVER, GIVE ME YOUR FEEDBACK • What’s in it for you? • More money and/ margin dollars • Account stickiness • Increased barriers to competitors

  43. The Aware Enterprise - 1

  44. The Aware Enterprise - 2 • Thank you

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