- 1. SIP Within Your Enterprise, Simplifying
BusinessCommunications While Lowering Costs Darren Verette Avaya
Solution Consultant Avayas Business Communication Solutions
GroupAvaya Proprietary. Use pursuant to your signed agreement or
Avaya policy.
2.
http://www.avaya.com/master-usa/en-us/resource/assets/premiumcontent/sipfordummies.pdfAvaya
Proprietary. Use pursuant to your signed agreement or Avaya policy.
2009. All rights reserved. 3. 1Business Drivers for SIP and
Technology Direction2Introducing the SIP Session Manager and its
Benefits3SIP Considerations in Customer ContactAvaya Proprietary.
Use pursuant to your signed agreement or Avaya policy. 4. Session
Initiation ProtocolSIP can be called a rendezvous protocol. That
is, it allows endpoints on theInternet to discover, locate,
negotiate, and establish sessions. What kind ofsessions? Any kind
of sessions. SIP is used to establish VoIP (of course),video,
gaming, text, call control.SIP is an open protocol standard, with
an active working groupon the Internet Engineering Task Force
(IETF). Avaya and othermajor companies are active in the IETF SIP
working group andin other industry groups, working to ensure that
SIP-enabledsolutions work across businesses and enterprises with a
variety oflegacy, new, and evolving networking and
telecommunicationsinfrastructures and products to enhance and
revolutionize the world ofreal-time business communications.SIP is
used to identify, locate, and enjoin parties who want to
communicateusing any peer-to-peer media type. However, SIP does not
transport themedia itself: That is handled by codecs within the
communicationsprograms or devices. Avaya Proprietary. Use pursuant
to your signed agreement or Avaya policy. 2009. All rights
reserved. 5. Technology ShiftUsing SIP for Business AdvantagePre
2000 2000 - TodayTomorrow IN/SS7CTI Peering and OverlayOverlay
Loose Coupling SOAApplicationApplication AppAppConnection
ConnectionSIPPresenceNetwork Connection IP H.323ISDN and TDM SIP
Network Flatten NetworkApplications ConsolidateEverywhere
ExtendAvaya Proprietary. Use pursuant to your signed agreement or
Avaya policy.2009. All rights reserved. 6. Session Initiation
Protocol Avaya Proprietary. Use pursuant to your signed agreement
or Avaya policy. 2009. All rights reserved. 7. SIP Helping You
Achieve Your Business GoalsPresence allows your employees and
customers to communicate more efficiently.User-centricity gives
your users more flexibility and options while improvingcontrol of
technology and greatly simplifying device (and
communications)management.Multi-modal capabilities provide a richer
communications experience andempower your business to better serve
your customers.Simplified architectures promote interoperability
while simultaneously allowingyour business to reduce costs, rapidly
deploy new applications and solutions, andgrow with your business.
Avaya Proprietary. Use pursuant to your signed agreement or Avaya
policy. 2009. All rights reserved. 8. How can I reach you? Home
Number Office Number Direct Number Fax Number Mobile Number Text
Messaging SMS IM Screen Name or Alias Facebook/Social Networking
Corporate Email Personal EmailAvaya Proprietary. Use pursuant to
your signed agreement or Avaya policy. 2009. All rights reserved.
9. Common Customer ScenarioLegacy Consolidation, Incremental
EvolutionBusiness Challenge Heterogeneous multi-vendor mix of TDM
and IP Too complex and costly to rip and replace everything in one
step How to get significant cost savings now? How to securely add
incremental UC applications now? Old costly stand-alone
branch/store systems, mobile workforce, etc. Solution delivering
Cost savings, TCO, Productivity Core SIP routing for new and old
(use gateways to legacy) Centralized dial-plan, on-net calling, SIP
trunking to core (not edge) Deploy SIP applications by user:
conferencing, mobility, UC, CEBP Roll out centrally managed
branches Replace legacy incrementally Avaya Proprietary. Use
pursuant to your signed agreement or Avaya policy. 2009. All rights
reserved. 10. Complexity Video Enterprise Systems
ApplicationsContact ConferencingCenters
ServicesCommunicationDataSystemsCentersENTERPRISE NETWORK
Communication Systems Avaya Proprietary. Use pursuant to your
signed agreement or Avaya policy.2009. All rights reserved. 10 11.
A Business User Wants.The right APPLICATIONSneeded to perform their
job atany point in their day..while CONNECTED toPSTN WiFIany
network..LANWireless.. and ACCESS themfrom any device orlocation.
In most cases, they cant. Why?Avaya Proprietary. Use pursuant to
your signed agreement or Avaya policy. 2009. All rights reserved.
11 12. Todays Objective:To share the key that solves this problem,
its business impact & projected implication on
real-timecommunications in the enterprise.Avaya Proprietary. Use
pursuant to your signed agreement or Avaya policy. 2009. All rights
reserved. 12 13. 1Business Drivers for SIP and Technology
Direction2Introducing the SIP Session Manager and its Benefits3SIP
Considerations in Customer ContactAvaya Proprietary. Use pursuant
to your signed agreement or Avaya policy. 2009. All rights
reserved. 14. Introducing the SIP Session Manager GlobalRouting
PolicyAvaya Proprietary. Use pursuant to your signed agreement or
Avaya policy. 2009. All rights reserved. 15. Registrar and Location
Function Registrar Server. When users come online, they need to
make sure that others are aware theyre available to take and make
calls. The Registrar authenticates and registers users when they
come online, and stores information on the users logical identities
and the communications devices or physical entities (IP address) of
the communication devices they can use. The devices are identified
by their URIs. Location Service. As users roam, the network needs
to be continually aware of their locations. The location service is
a database that keeps track of users and their locations. The
location service gets its input from the registrar server and
provides key information to the proxy and redirect servers. A SIP
proxy or redirect server uses this information to obtain the
mapping from logical SIP addresses to physical SIP addresses, so
that communication sessions can be properly established and
maintained.Avaya Proprietary. Use pursuant to your signed agreement
or Avaya policy. 2009. All rights reserved. 16. Connecting User to
User Not Device to DeviceAvaya Proprietary. Use pursuant to your
signed agreement or Avaya policy. 2009. All rights reserved. 17.
Enterprise Wide RegistrarAvaya Proprietary. Use pursuant to your
signed agreement or Avaya policy. 2009. All rights reserved. 18.
SIP Entities and Security AgentAvaya Proprietary. Use pursuant to
your signed agreement or Avaya policy. 2009. All rights reserved.
19. Trusted SIP Entities Across the EnterpriseAvaya Proprietary.
Use pursuant to your signed agreement or Avaya policy. 2009. All
rights reserved. 20. Network Routing PoliciesAvaya Proprietary. Use
pursuant to your signed agreement or Avaya policy. 2009. All rights
reserved. 21. Making Calls Outside the EnterpriseAvaya Proprietary.
Use pursuant to your signed agreement or Avaya policy. 2009. All
rights reserved. 22. Harnessing Network Cost SavingsAvaya
Proprietary. Use pursuant to your signed agreement or Avaya policy.
2009. All rights reserved. 23. Least Cost RoutingAvaya Proprietary.
Use pursuant to your signed agreement or Avaya policy. 2009. All
rights reserved. 24. Least Cost RoutingAvaya Proprietary. Use
pursuant to your signed agreement or Avaya policy. 2009. All rights
reserved. 25. Policies for the Enterprise and the End UserAvaya
Proprietary. Use pursuant to your signed agreement or Avaya policy.
2009. All rights reserved. 26. Individual PoliciesAvaya
Proprietary. Use pursuant to your signed agreement or Avaya policy.
2009. All rights reserved. 27. Session ManagerUser Profile
ApplicationsAvaya Proprietary. Use pursuant to your signed
agreement or Avaya policy. 2009. All rights reserved. 28. Green
Benefits of SIP-based ArchitecturesSoftware configurations
significantly reducing hardware needs 40,000 users 2 Data Centers
Full redundancy Traditional approach 242 Rack Units New approach 54
Rack Units 78% reductionAvaya Proprietary. Use pursuant to your
signed agreement or Avaya policy. 2009. All rights reserved. 29.
Immediate Opportunity: 12 month ROIGlobal BankX Carrier Costs
Savings= $12 Million Savings / Year Consumer Service Provider X
Reduced outsourcingPSTN costs = $11 Million Savings/ Year Reduced
Infrastructure,High Tech ManufacturingX CarrierImproved customer=
$20 Million Savings / Year service Travel andGlobal ConsultingFirmX
International Mobile Calling = $ 10 Million Savings / Year Total
Savings by 4 Customers: $53 MillionAvaya Proprietary. Use pursuant
to your signed agreement or Avaya policy.2009. All rights reserved.
29 30. 1Business Drivers for SIP and Technology
Direction2Introducing the SIP Session Manager and its Benefits3SIP
Considerations in Customer ContactAvaya Proprietary. Use pursuant
to your signed agreement or Avaya policy. 2009. All rights
reserved. 31. A Day in the Life of Customer Service Observations on
two separate visitsMost frequent calls: When does my product
ship/arrive? Question about payments Of the 33 calls observed, 5
were related to shipping (15.5%) Of the 33 calls observed, 12 were
complex (36.2%) Of the 33 calls observed, 4 were transferred to
Credit Provider (12.1%) The remaining 12 calls vary significantly
in caller intent and complexity (36.2%)Multiple inquiries/Complex
questionModerately complicated Assisted SSStraight forward low
hanging fruitCould be avoided via improved routingAvaya
Proprietary. Use pursuant to your signed agreement or Avaya
policy.2009. All rights reserved. 32. Current State800#Self Service
PSTNWANPeripheral GW Call Scripting,Pre Route Caller
OptionsCommunication Load Balancing High
cost-per-call*ManagerNon-optimized self-serviceNo intelligent wait
treatmentInconsistent OutcomesSilos of technologyAdded
infrastructureExcessive Maintenance andAdministrationCall
Center*Due to take-back andtransfer fees Avaya Proprietary. Use
pursuant to your signed agreement or Avaya policy. 2009. All rights
reserved. 33. Call Observation Categorization When does my item
ship? Whats my balance? When is my next payment? 2:20 seconds
Return product How do I return? When will my product be delivered?
No caller id Can I pay my bill online? May I return the product? -
3:20 seconds Im going to return an item and Id like to debate the
shipping fee 2:00Multiple inquiries/Complex question Is the item
still available? 54 secsModerately complicated Assisted SSStraight
forward low hanging fruitCould be avoided via improved routingAvaya
Proprietary. Use pursuant to your signed agreement or Avaya policy.
2009. All rights reserved. 34. What do these findings reveal? There
is value in considering new models for customer routingAvaya
Proprietary. Use pursuant to your signed agreement or Avaya policy.
2009. All rights reserved. 35. A Transformational Solution for
Operations, ITand Customer Relationship Imperatives SIP Intelligent
Customer Routing A.K.A. Customer Context Routing Intelligent Wait
Treatments Next Generation Multi-Modal Customer Contact Call
Context Routing Workflow Proactive Outbound Notification SIP Load
Balancing Self Service FunctionsAvaya Proprietary. Use pursuant to
your signed agreement or Avaya policy. 2009. All rights reserved.
36. Future StateCost Take OutAll ongoing costs
associatedServicewith take back and transfer,ProviderGeotel dip
fees (SS7) and BPOPSTNIVR are eliminatedAgent specific wait
treatment, CallerRequested sell, segmentationcrossSessionCall
Scripting,ManagerCaller Options Load Balancing Core Communication
Manager Feature Server Travel upgrade sold whilecustomer is in
queue!Home Agents (nowToday, your customer iscaptiveworking parcel
shifts as needed listening to music while infor surge) are
cost-optimized queue DataBPO agents are now 100% Networkreported
and observable Communicationthrough DC systems ManagerICRAvaya
Proprietary. Use pursuant to your signed agreement or Avaya
policy.GatewayHome Agent2009. All rights reserved. 37. Customer
Specific Wait TreatmentMs. Davis, thank you for calling Cust
Service!CarrierA customer service agent will be right withyou. Your
recent order of the Denim Pantsshipped On Monday, June 8th and is
scheduledto Arrive on Friday, June 12th. Your package was Customer
Shipped via FedEx Ground. Your shippingContext Number is 5552345.
To repeat this information, AwareSimply press 1. If this completely
satisfies yourreason for calling today, please press 2 andhang
upCall Scripting,Caller OptionsLoad BalancingCommunication
ManagerVoice PortalExample:10% of Customer ServiceCalls Deflected =
$262,000 yr.7.5 Agents @ $35KCall CenterAvaya Proprietary. Use
pursuant to your signed agreement or Avaya policy. 2009. All rights
reserved. 38. Key Benefits of SIP in this Role Uses Voice Portal as
primary control point/queue point Reduces PBX footprint -- lower
OPEX, and CAPEX Allows businesses to migrate from legacy ACDs (ex:
Nortel) to CM New Routing Application for ACD load balancing
Eliminates the need for complex, expensive pre-routing CTI
solutions (lower OPEX and CAPEX) SIP Call Context Integration
reduces CTI complexities Reduces the need for proprietary
post-routing CTI solutions (lower OPEX and CAPEX) Enhanced Wait
Treatment via an application on VP Improved customer experience and
satisfaction Avaya Proprietary./ Cross-sell agreement or Avaya
policy. Up-sell Use pursuant to your signed opportunities2009. All
rights reserved. 39. Shipping NotificationOutbound CampaignBuilt on
Future StateMs. Davis, This is ABC calling with a shippingupdate!
Your recent order of the Sterling SilverPlatinum & 18K Vermeil
Blue Amethyst EtruscanRing shipped On Monday, May 18th and are
Campaign Buildscheduled to Arrive on Friday, May 22nd. Yourpackage
was Shipped via FedEx Ground. Yourshipping Number is 5552346. To
repeat this Orderinformation, Simply press 1. Enjoy your ring!
Shipped Data SessionLaunch ManagerCampaignCore Ship Date Tracking
Number Carrier Network ICR/ProActiveDeflection of inbound calls
seeking Outbound shipping date and date of arrivalScript/Speech
Avaya Proprietary. Use pursuant to your signed agreement or Avaya
policy.2009. All rights reserved. 40. 14-Day Extended
WarrantyOutbound CampaignBuilt on Future StateMr. Douglas, this is
a courtesy call from ABC!We trust you are enjoying your
newMitsubishi HDTV! We wanted to advise youthat today is the last
day you can add the full 2Campaign Buildyear Protection Plan to
your purchase. Why notadd this important coverage to your
purchasenow? If youd like to proceed with this coverage14 Daysimply
authorize the addition by entering Customer Data SessionLaunch
ManagerCampaignCore Pay-Type Confirm User CarrierBioMetrics Network
ICR/ProActive $169 Warranty on Flat Screen,OutboundMultiplied by
just 10 customers Script/Speechper day = $600,000/YR Just for Flat
Screens! Avaya Proprietary. Use pursuant to your signed agreement
or Avaya policy.2009. All rights reserved. 41. Step 1My Mobile
?Customer Care - $Built on Future StateStep 6 Step 2 Work (Phantom
Call)Carrier DataPlaced in queueNetworkNetworkStep 3 Customer
specificwait treatment, EWT,Session cross sell,Managersegmentation
Core Agent Analytics ICRStep 5Step 4 Pre CallWork Avaya
Proprietary. Use pursuant to your signed agreement or Avaya
policy.2009. All rights reserved. 42. Return on Investment Areas of
PursuitAvaya Proprietary. Use pursuant to your signed agreement or
Avaya policy. 2009. All rights reserved. 43. Return on Investment
Areas of PursuitAvaya Proprietary. Use pursuant to your signed
agreement or Avaya policy. 2009. All rights reserved. 44. Return on
Investment Areas of PursuitAvaya Proprietary. Use pursuant to your
signed agreement or Avaya policy. 2009. All rights reserved. 45.
http://www.avaya.com/master-usa/en-us/resource/assets/premiumcontent/sipfordummies.pdfAvaya
Proprietary. Use pursuant to your signed agreement or Avaya policy.
2009. All rights reserved. 46. Thank you!Questions /
DiscussionAvaya Proprietary. Use pursuant to your signed agreement
or Avaya policy. 2009. All rights reserved.