1 2010 Avaya Inc. All rights reserved. . Avaya Intelligent Presence Services Enabling Innovative Applications in a Multi-vendor World PacketBase, Inc. www.packetbase.com 866.405.3992
Jan 22, 2015
2. Presentation Agenda
3. The Presence-aware Application Challenge Evolution of the Presence in the market
4. The Presence-aware Application ChallengeHow do we, customers and partners develop apps? Customer Service Satisfaction, Loyalty New UC clients Productivity Communications Enabled Business Processes Agility, Process Acceleration Collaboration Speed, Efficiency Mobility, Wireless Telephony, Softphone Voice Messaging Customer Service Agents Enterprise Clients Instant Messaging Calendars, Profiles Location, GPS Internet Services Web 2.0 Social Networking Business Applications Network Location PC Status Speech 5. Avaya Intelligent Presence Across the Enterprise Customer Service Satisfaction, Loyalty New UC clients Productivity Communications Enabled Business Processes Agility, Process Acceleration Collaboration Speed, Efficiency Mobility, Wireless Telephony, Softphone Voice Messaging Customer Service Agents Enterprise Clients Instant Messaging Calendars, Profiles Location, GPS Internet Services Web 2.0 Social Networking Business Applications Network Location PC Status Intelligent Presence Speech 6. The Importance of Scalability
7. The Always On Issue
Public IM Calendar On the phone Phones/soft clients Enterprise IM Busy Available In ameeting 8. User Presence Status is Missing or Misleading
Public IM Calendar Phones/soft clients Enterprise IM Offline Offline Offline 9. Whats Possible: Presence-aware Applications
Customer Service Collaboration CEBP
Business Benefits
Business Benefits
Business Benefits 10. Office Cell Phone: Extension toCellularone-X Mobile Mobile Teleworker/ Remote STATUS (automatic oruser selected) - Available - Busy - Unavailable - Out of office - Offline
CHANNEL STATUS (phone, email, IM, video) - Available - Conditional - Unavailable IP Softphone one-X Portal one-X Deskphone TDM / AnalogSIP/H.323 VPN Remote one-X Portal IP Softphone Customer Service Collaboration Communication Enabled Business Processes 11.
Online Customer Service Collaboration Communication Enabled Business Processes
Unique Advantages 12. Automatic notificationto customer account managers Customer Notification Trigger Event Automatic speech-based assistantlocates the right people, provides information, gets status and reports back to the process Later, aremote production eventisautomatically identifiedfrom real-time data stream monitoring
Automatic outbound proactive contactto impacted customers Business Process architect drags-and-dropscommunication escalations into key business processes Theright response teamautomaticallyalerted and assembled Customer Service Collaboration Communication Enabled Business Processes
Unique Advantages 13. Whats New: Avaya Intelligent Presence Server Enabling innovative applications in a multi-vendor world