- 1. Avaya Intelligent Presence Services Enabling Innovative
Applications in aMulti-vendor World PacketBase, Inc.
www.packetbase.com 866.405.3992
2. Presentation Agenda
- Presence for Real Time Communications
- Avaya Intelligent Presence:Presence Across the Enterprise
- Intelligent Presence Server
3. The Presence-aware Application Challenge Evolution of the
Presence in the market
- Customers deploying Instant Messaging with Presence
-
- Microsoft, IBM, Google Talk(SMB) , Jabber(financial,
government, other enterprise) ,
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- Presence deployed as a foundation for customer UC
initiatives
- Customers now expecting more presence truly empowering their
many applications
-
- Accurate presence for all team members, inside and outside of
the corporation
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- Presence available in all working environments
- Challenge - no common way to develop new presence-aware
apps
- Many vendors, multiple protocols and APIs
- Fragmented no single vendor-independent view
- Full real-time presence requires high performance, scale
- Presence needs to be always on (not just client driven)
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
- Presence-aware applications require unified user presence
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- Aggregation of presence from multiple devices
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- Policy and rules define holistic user presence
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- Presence reported across the enterprise
- Presence traffic grow exponentially based on users, devices and
subscribers/contacts
-
- State change in any reporting device drives updates to each
subscriber across the network
- Latency reduces reliability and utility of information
7. The Always On Issue
- What happens if I turn off the client?
Public IM Calendar On the phone Phones/soft clients Enterprise
IM Busy Available In ameeting 8. User Presence Status is Missing or
Misleading
- What happens if I turn off the client?
Public IM Calendar Phones/soft clients Enterprise IM Offline
Offline Offline 9. Whats Possible: Presence-aware Applications
- Resident Expert easy access to the right skills beyond contact
center
- Presence-based routing to non-agent groups based on
availability
- Smart IVR applications, e.g. automated branch office overflow
based on local availability
- Available : Integrated presence in Avaya one-X Portal, Avaya
one-X Communicator
- At-hoc collaboration using relevance, proximity, skills
- Accelerate notification & escalation using presence
- Connect managers and teams based on proximity to event and
availability
- Automatically inform customers when the right resources become
available to talk to them
Customer Service Collaboration CEBP
- Easier collaboration between mobile, remote and HQ
employees
Business Benefits
- Faster one-and-done resolution, lower costs
Business Benefits
- Getting to therightpeople
- More proactive customer engagement
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.
- Resident Expert access to skills beyond contact center
- Presence-based routing to non-agent groups based on
availability
Online Customer Service Collaboration Communication Enabled
Business Processes
- Integrated presence gives immediate access to experts, drives
first call resolution
- Increased customer satisfaction and loyalty
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
- Accelerate notification & escalation using presence
- Automatically connect to customers when right resources
available
- Connect managers and teams based on proximity to event and
availability
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
- Presence-enhanced CEBP increases communications enablement
effectiveness
- Improved process execution and timely resolution of issues
Unique Advantages 13. Whats New: Avaya Intelligent Presence
Server Enabling innovative applications in a multi-vendor world
- Single point of user presence aggregation
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- Common vendor-independent application development
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- Complimentary to enterprise roll-outs of Microsoft, IBM,
etc.
- Uniquely integrating presence from many sources
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- Hub bridging multiple open standards: XMPP, SIP/SIMPLE, Web
Services
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- Microsoft OCS, Exchange, IBM Lotus Sametime, Domino, AIM,
..
- Real-time always-on performance, proven technology
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- Scale to hundreds of thousands of users,