© 2017 Avaya, Inc. All rights reserved. Enterprise Application Innovation and Integration : How can we ensure “if we build it, they will come” Vico Loquercio CTO Avaya Government Solutions [email protected]
© 2017 Avaya, Inc. All rights reserved.
Enterprise Application Innovation and Integration :How can we ensure “if we build it, they will come”
Vico LoquercioCTO Avaya Government Solutions
Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy
User experience in the multi-touch era is critical
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The Challenge
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The Speed of Technology Adoption & Adaption
Reaching100’s of Millions of
Users
75 Years
38 Years
13 Years
4 Years
3.5 Years
30 Months
30 Days
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Speed of innovation begets speed of integration
An app comes out on Thursday Bob the VP will buy one on Friday
He’ll ask IT how to use it on the enterprise network on Friday You still have to come to work on Monday
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Shift to Smart Devices Has Widespread Impacts for Innovation and Integration
Enterprise Communications Environment
Enterprise Network InternetCellular
Mobile Communications
Office identity and Mobile identityOffice number and mobile number
Office voice mail and mobile voice mailEnterprise dial plan vs. External number dialing
Corporate IM/Chat/Presence and Mobile IM/Chat/PresenceCorporate directory vs. Local contact lists
Corporate conferencing vs. mobile conferencing service
Expect seamless & consistent functional and user experience
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Inhibitors to Innovation and User Adoption
Closed
Information SilosAnchored to Enterprise
Cost to Integrate
Complexity
Unsecure
Network & QoE
MonolithicNon-customizable
Manual Processes
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Closed
Information SilosAnchored
Financials
Complexity
Unsecure
Overloaded
Monolithic Systems
Manual Processes SecureCloud Services
OpenSimple Integration
Automation
QoE Analytics Mobility Contextual
Customization
Enablers to Innovation and User Adoption
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Develop
Integrate
The Iterative Cycle to Achieve Optimal User Experiences
Spectrum of Touch Points
Leveraging theAppropriate Channels
UsingPreferred Devices
EmployingContextual Services
EnsuringOperational Excellence
Ensuring Operational or Business outcomes
Providing aPersonalized Experience
Customize
Measure
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Enter API’sApplication Programmable Interfaces
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What is an API?
Describes rules for communications
Discovery Trigger
De-constructs an application for customization
Unlocks latent value in data and information assetsExposes Read-Write Access to Applications
Communication APIs can enable apps. or process with com. channels
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Who Uses APIs and API platforms?1. Developers – building an app or solution that needs communications.
2. Entrepreneurs - coding to build abusiness.
3. Enterprise developers - coding to solve an enterprise’s business need and creating an operational outcome problem as part of projects managed
4. Enterprise product managers, IT managers and security people –department or product owners who have a specific need for their product or solution
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Introducing Avaya Aura BreezeNext Gen Innovation Platform
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Avaya Breeze Application Innovation & Customization Platform
Any TouchPoint
Chat
Co-BrowseSocial Media
EmailWebRTCVoice
ChatbotSMS
• Rapidly customize end user experience• Rapidly communicate enable any
application or process (i.e. “mashups”)• No Coding Required• Graphical drag and drop graphical
environment & SDK• Cloud or premise accessible• Modular open architecture with
extensive library of re-usable Snap-ins (Avaya SNAPP store, 3rd-party, custom)
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A few of hundreds of possible example uses
Smart Collab – proactive incident Rules based call redirect/ID change and dynamic team formation
Leading Medical Provider‘Code red’ app for dynamic team formation when there’s a pre-determined emergency
Large Outsourced Contact CenterAgent displays representing a particular business for granular per call/minute charge back
Technical TrainingBuild reusable SMS text messaging service to support a variety of institutional needs
Voice BiometricsDirect and authenticate callers based on voice signature
Fed Agency support servicesCall redirection app across global branches for staff to reduce logjam in contact center
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