Avaya One Touch Video solution A video and collaboration solution for enterprise, remote, internet- based and mobile users
Sep 13, 2014
Avaya One Touch Video solution
A video and collaboration solution for enterprise, remote, internet-based and mobile users
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Agenda
Engaging the New Business Landscape
Removing Roadblocks
Solution: Avaya One Touch Video
Avaya One Touch Video Capabilities
Avaya One Touch Video Benefits
Industry Uses
How It Works
Resolving Issues, Delivering Results
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Engaging the New Business Landscape
Customer Expectations and New Technologies Drive the need for efficiency
Provide options for new ways to connect
Offer new challenges
Demand streamlining and simplicity
Create opportunities
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Removing RoadblocksCustomer and Business Issues
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Roadblocks to Resolving IssuesWhat your customers are asking for
More ways to connect
Less waiting and transferring
More options to engage
More efficient exchange of information
Faster resolution
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Roadblocks to Resolving IssuesWhat your own people are telling you they need
More opportunities to collaborate
Increased efficiencies
Less travel for meetings
Positive work environment
Less wasted time
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Other Key Business Issues
Maintaining Profitability
Driving Reputation
Promoting the Brand
Growing Owner’s Equity
Enlisting Customer Loyalty
Maintaining operational agility
Controlling cost and complexity of existing systems
Protecting investment
Integrating new business applications
Managing new connection options
Exceeding customer expectations
Addressing changing communication norms
Protecting existing business
Responding to market opportunities
For the CEO For the CIO / IT Director For the Line of Business Owner
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Solution: Avaya One Touch Video
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Kiosk Mobile DeviceTabletInternet-connected PC
Avaya One Touch VideoPersonal voice, video and collaboration through any device...
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Web Page Email
Avaya One Touch Video…and multiple applications
Mobile App
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Connect Anyone, AnywhereEnable ‘across the counter’ service with experts and agents
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Call is answered on an Avaya Desktop Video Device or on Avaya one-X Communicator
Call can be video or audio-only
Context is available
Application-sharing is enabled
Text chat options are available
Connect Anyone, Anywhere
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Prepare Your Enterprise
Improve efficiency
Leverage existing assets
Drive collaboration
Enable on-demand, face-to-face meetings
Offer remote customer service
Provide application sharing, text chat, voice & video capabilities
Support Adobe AIR Clients and Android 2.2+ Mobile Devices
Support internet-connected PCs without special software
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Avaya One Touch Video Capabilities
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Client-friendly features
One-on-One Interaction from the Web
Customer Context
Contact Center Routing
Avaya One Touch Video Capabilities at a Glance
Avaya One Touch Video
AGENT
CUSTOMER
TEXT CHAT
Improve productivity and provide cross-selling or up-selling opportunities
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Connect face-to-face with one click
Browser-based application
No proprietary software
Pre-session testing of user’s microphone and camera
Customer audio control display
Avaya One Touch Video CapabilitiesClient-friendly
LINK HAS EMBEDDED AVAYA ONE TOUCH VIDEO URL
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One- or two-way voice or video conversation
Text chat, share desktop content, still images, videos and other applications
Separate content sharing and text chat windows
Avaya One Touch Video CapabilitiesOne-on-One Interaction from the Web
Click to TalkClick to Video
CUSTOMER CLICKS ON LIVE VIDEO CHAT LINK
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Recent navigation on your website
In-process transactions
Previous contacts
Self-service attempts
Leverage Avaya contact center
Handle as a SIP voice and video call
Send self-help photos, Flash content or videos
Avaya One Touch Video CapabilitiesCustomer Context and Contact Center Routing
Avaya One Touch Video
APPLICATION SHARING
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Avaya One Touch Video Benefits
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Improved customer engagements
Collaboration efficiency
Lower investment cost
Enhanced reputation
Avaya One Touch Video Benefits at a Glance
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Improved customer engagements
Consistent customer experience
Improved knowledge of customer
Faster customer assistance
Higher customer loyalty
Collaboration efficiency
Time and cost savings on travel to meetings or customer sites
Faster decision-making and closing sales
Avaya One Touch Video Benefits
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Avaya One Touch Video Benefits
Lower investment cost
Leverage skills and existing infrastructure
Ongoing management and administration
Enhanced reputation
Relationship building
Customer service
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The Customer PerspectiveAvaya One Touch Video
I connected right from the web to my financial advisor
My financial advisor sent me helpful videos and information while we were talking
It’s refreshing to “see” who I am talking to—it’s a real person
It was great that I didn’t have to repeat my information over and over again
My problem was solved very quickly
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The CFO PerspectiveAvaya One Touch Video
We optimized caller to agent match rates generating higher revenue and reducing transaction costs
Our PSTN costs have been measurably reduced in the last 6 months
We’ve been able to support our customers better without building additional infrastructure
Efficiencies realized with Avaya One Touch Video have reduced or avoided administration costs
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The CIO PerspectiveAvaya One Touch Video
I can easily adapt to the needs of various groups and departments within my enterprise
We are easily able to accommodatethe new ways our customers are communicating with us
We have enhanced our service and capabilities to our customers without rebuilding our infrastructure
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Industry Uses
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Broad range of industry uses
Healthcare
Remote patient consult with doctor, nurse, or assistant on billing or records
Coaching for healthy living
Help Desk Support/Sales Center
“Let me show you” the documentation
Buying assistance
Pharmaceutical On-demand live support from drug representatives to doctors
Drug interaction assistance from a kiosk
Financial Bank providing face-to-face service
Expert service to a franchise branch with a kiosk
Retail Manufacturer provides “expert service” at a store via video
Expand services offered at a mobile phone store
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AssumptionsCost Savings Results
Save agent time via context screen pops
Replace PSTN calls with Internet calls
5 minute average call duration
15 seconds savings per call accessing or requesting customer information
15 seconds savings per call using collaboration tools
10% agent savings per call
PSTN savings per minute
Impactful ROI
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How It Works
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SIP
Ses
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Avaya One Touch Video Architecture
DMZPublic Domain Enterprise
Consumer
Audio, SIP VideoAvaya Desktop
Video Device
SIP
SIPAvaya Aura® Session Manager
Avaya Aura® Communication Manager
one-X® Agentone-X®
Communicator
Avaya One Touch Video Gateway
Enterprise Web ServerHTTP
RTMPFlash
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Avaya One Touch Video (Enterprise)Call Sequence, Consumer initiating
DMZWeb Server
HTTP requestFor next page
Flash plug-in check
‘Please download Flash’
Page delivered with reference to Avaya One Touch Video
object. Parameters configure object for
who to call, bandwidth, etc.
Yes
No
Object loads into browser, requests connection to flash/sip media gateway. Sends context parameters along with connection request. Request sent via SSL
session to port 443
RTMP session with client PC inside of SSL session
Avaya One Touch Video Gateway
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Avaya One Touch Video (Enterprise)Call Sequence, Enterprise User receiving
Incoming Call Audio, SIP VideoAvaya Desktop
Video Device
one-X® Communicator
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Avaya One Touch Video (Customer Service)Call Sequence, Consumer initiating
DMZWeb Server
HTTP requestFor next page
Flash plug-in check
‘Please download Flash’
Page delivered with reference to Avaya One Touch Video
Flash object. Parameters
configure object for format, PIP, etc.
Yes
No
Object loads into browser, requests connection to flash/sip media gateway. Sends context parameters along with connection request. Request sent via SSL
session to port 443
RTMP session with client PC inside of SSL session
Avaya One Touch Video Gateway
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Avaya One Touch Video (Customer Service)Call Sequence, Agent/Expert receiving
Session and Avaya One Touch Video Gateway number encoded in call UUI.
Incoming Call
one-X Agent
Avaya One Touch Video
Gateway
HTTP request
If using one-X Agent, screen pop is configured from incoming UUI to connect back to specific Avaya One Touch Video controlling specific session for this call. Internet
Client
‘Screen capture’ for application sharing
Interaction window for text chat
Avaya One Touch
Video Agent Java Applet
on the desktop
Java applet
Flash Session
one-X® Agentone-X®
Communicator
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Back Up
Additional Technical Information
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Audio Bandwidth LevelRelevant characteristics of common coding algorithms
Coding algorithm Bandwidth Sample IP bandwidth
G.711* PCM 64kbps 0.125ms 80kbps
G.723.1 ACELP 5.6kbps 30ms 16.27kbps
G.723.1 MP-MLQ 6.4kbps 30ms 17.07kbps
G.726 ADPCM 32kbps 0.125ms 48kbps
G.728 LD-CELP 16kbps 0.625ms 32kbps
G.729(A) CS-ACELP 8kbps 10ms 24kbps
* Avaya One Touch Video Gateway uses G.711 for audio companding.
SOURCE: http://www.erlang.com/bandwidth.html
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Low Medium High
QCIF, 15 fps 64 192 320
QCIF, 30 fps 128 320 512
CIF, 15 fps 192 320 512
CIF, 30 fps 256 512 768
Video Bandwidth LevelVideo bit rates and frames per second (fps)
SOURCE: Avaya One Touch Video User Guide