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Avaya Breeze: Empower Your Business with an Application Sequenced UC Experience

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Avaya Breeze: Empower Your Business with an Application Sequenced UC Experience © Copyright 2017. Private and confidential. AVAYA BREEZE Empower Your Business with an Application Sequenced UC Experience © Copyright 2017. Private and confidential. WELCOME! Scott Clark Vice President, Marketing ConvergeOne [email protected] © Copyright 2017. Private and confidential. THANK YOU FOR JOINING US! CONVERGEONE WEBINAR SERIES > Today > Avaya Breeze: Empower Your Business with an Application Sequenced UC Experience > Thursday, August 17, 4:00pm Eastern Time > Leveraging Breeze, Oceana and Oceanalytics for a Modern and Relevant Customer Experience > Thursday, August 24, 4:00pm Eastern Time > Avaya Engagement Designer: Tying It All Together with Use Cases © Copyright 2017. Private and confidential. TODAY’S CONVERGEONE EXPERT Andrew Bacon Regional Chief Technology Officer, Northeast ConvergeOne [email protected] © Copyright 2017. Private and confidential. TODAY’S GUEST SPEAKER Carolyn Laffan Miller Sr. Manager, Global Executive Briefing Program Avaya [email protected] © Copyright 2017. Private and confidential. AVAYA BREEZE OVERVIEW AND USE CASES Carolyn Laffan Miller, Sr. Manager and Executive Briefer, Avaya Michael Killeen, Breeze Product Manager, Avaya © Copyright 2017. Private and confidential. CUSTOMER BUSINESS TRENDS THAT LED TO THE DEVELOPMENT OF BREEZE © Copyright 2017. Private and confidential. IT DEPARTMENTS HAVE NEW EXPECTATIONS FROM INTERNAL CUSTOMERS COO CIO+ CMO CEO “CIOs are now also Chief Innovation Officers, Heads of HR, Chief Supply Chain Officers, and Heads of Shared Services to name just a few.” Peter High, Forbes 9 http://en.wikipedia.org/wiki/CIO-plus http://www.forbes.com/sites/peterhigh/2012/11/14/the-emergence-of-the-cio-plus/ BUSINESS DEMANDS A QUICK RESPONSE Deliver Fast, Focus on Revenue Superb VIP Dynamic Video Customer Express Team Service Treatment Pass Formation Send high value Leverage Gather required Support customers customers directly to Salesforce.com and experts through with video experts experts extending connect calls related proactive notification for “see what I see” the contact center to deals in final stage to mobile phone WHAT IF YOU COULD… Decrease Time to Deployment by 80% Allowing Even Non-Developers to Create Applications Based on Business Needs 11 A QUICK BACKGROUND ON BREEZE © 2017 Avaya Inc. All rights reserved. 12 WHERE BREEZE WORKS Now & Future Past Recent Data “Grids” App App Application Application SIP Connection Mgmt Connection Mgmt Connection Mgmt Access H.323/Unistim H323/SIP Access Access Legacy TDM IP Telephony Enterprise IMS AVAYA AURA® ARCHITECTURE Avaya Avaya Avaya CM BreezeBreeze EP AAC System AAMAAM Breeze EP Manager AAC Avaya Aura® SIP Media Servers SIP SM SM Trunks SM PSTN SM SM SM SIP SBC SIP SIP CM/CS1K + AACC Contact Center CM Elite 3rd Party SIP Hard and Soft Third Party Equipment Endpoints SIP Endpoints 3rd Party Software PILLARS OF AVAYA BREEZE (ex: Epic) Web Connection Web Big Data Access Endpoints Real Time Communications ® Avaya Tight Integration w/ Avaya Aura Breeze Avaya Active-Active Scalability BreezeAvaya Build Your Own Snap-ins! Breeze Agile “Clean, Build, Deploy, Test” Snap-in PSTN o o o WHY DO ENTERPRISES NEED AVAYA BREEZE? Add New, Cool Stuff Operate the Business Make Contact Centers If This Then That - Automate with Visual Workflows Multi-Touch Processes Third Party Application Collaborate Faster Integration Spy and Adapt Communications to Increase Productivity 16 WHAT IS A SNAP IN? © Copyright 2017. Private and confidential. WHAT IS A SNAP-IN? > Applications and connectors, as modular, reusable developer code built for Avaya Breeze > From fit for purpose “out of the box” apps to connectors to cloud services and more > Create or integrate new capabilities into processes and apps > Reuse connectors, applications, and developer code across apps > Deploy and use only what you need > Standardize business process best practices © Copyright 2017. Private and confidential. AVAYA SNAP-INS Some of the many connectors and applications available today! Connectors Applications Call Park Email Engagement Assistant Message Recording and Page SMS Mobile Video Context Store Smart Caller ID Real-time Call Redirection Scopia Video WebRTC Speech Manager Presence Work Assignment Co-Browsing and More! Enterprise 3rd Party Developed Developed AVAYA ENGAGEMENT DESIGNER Empower Enterprise Resources to Easily Produce Customer Journey Maps Utilizing a Single, Graphical, Intuitive Canvas Utilize extensive, expandable palette to tailor and customize workflows Long terms storage (days, weeks, months) of workflows Greater enterprise control over workflows and journey maps MAKE CONTACT CENTERS MULTI-TOUCH Create One Continuous Interaction Website Web Service Contact Center Use Multiple Orchestrate Maximize Channels And Connect Interactions 21 IF THIS, THEN THAT Responding to Business Events Determine Contact List and Get Policies Detect Business Send Event Notifications Avaya Breeze Conference Avaya Together Aura 22 AVAYA SNAP-IN DEPLOYMENT White List Scopia Web Maker IT Manager RTC Call deploys Snap-in INTERNET Blocker IT Manager chooses Snap-in and # licenses “Snapp Store” and downloads Avaya Avaya Avaya Breeze Breeze Breeze System Manager CallCall BlockerBlocker SM SM SM SM SM SM Users © 2015 Avaya, Inc. All rights reserved. 23 SNAP-IN DEPLOYMENT IT Engineer writes IT a Snap-in Snap-in IT Engineer loads the compiled Snap-in Avaya Avaya Avaya Breeze Breeze Breeze System Call Call Call Manager Blocker Blocker Blocker IT Snap-in SM SM SM Administrator SM SM SM IT Manager assigns Snap- in to users deploys Snap-in Users © 2015 Avaya, Inc. All rights reserved. 24 BREEZE CUSTOMER USE CASES © Copyright 2017. Private and confidential. A LARGE MANUFACTURER’S BUSINESS PROBLEM A Large, Distributed Multi-National Company with > 160,000 Employees Deep Need to Collaborate > Lots of Meetings > Travel is Expensive and Not Allowed for Internal Meetings in Many Cases > Must Meet Hand’s-Free Laws in Cars Workforce is Mobile > BYOD is Supported and Widely Used > Concerns with Texting and Driving IT Needs a Solution That Integrates with Existing Equipment – Quickly 26 THE SOLUTION: ENGAGEMENT ASSISTANT Cloud Based Solution Added in Less than 2 Weeks! Debugged in a Single Day! Minimal Resources Required > No Dedicated IT Staff > No Training Required Total Hands-Free Conferencing No More Conferencing Numbers No More Security Codes to Type in 27 CALL REDIRECTION MANAGER AT A MAJOR FINANCIAL INSTITUTION White List Client List Number Screen Mary Lee 408 555-1212 Yes -> Cellphone/Home Bob Smith 415 555-1212 No Assistant/CC Karen See 650 555-1212 No Assistant/CC Account Executive High Value Client Call Avaya Breeze Client Client Execs Focus on Critical Clients Assistant/Nurse Specific Client Calling Access is Set by Each Account Executive Contact Center Role is Personal Assistant 28 MAJOR BANK’S COMMAND CENTER 3: Presence Checked 1: Trouble Comes In 2: Group SAP Data Retrieved Linux Video 4: Experts WAN Avaya Contacted Voice Conf Point Breeze CRM 2: Escalation Agent Selects Expert Groups to Help 5: Best/Fastest Expert Automatically on Conference! 29 A HOSPITAL’S NURSE CALL INTEGRATION 2: Nurse Duty 3: Available Roster Data Nurses/Docs Retrieved Contacted Avaya 4: Some 1: Patient Presses Breeze Are Busy Nurse Call Button 5: Best/Fastest Answered Nurse Connected to Patient! 30 SMART CALLER ID - OUTBOUND Destination Based Outbound Caller ID Spoofer 1. Agent Dials Texas Customer 2. SM Sends Call to Avaya Breeze Avaya 3. Snap-in Reads Caller ID Database Breeze 4. Call Delivered Showing a Texas Caller ID Smart CID 5. Same Agent Dials Florida Customer, sending a Caller ID Caller ID SM PSTN / SIP SM “TX” “FL” Agent CM Customer in TX Customer in FL AVAYA BREEZE CO-BROWSING avaya.customer.com Cobrowsing Internet (Java Scripts) [Cobrowse-enabled Web Pages] Avaya Contact Center Software Web APIs Avaya (Elite) Breeze Co- Avaya CC Browse DB Web Server/DMZ Cobrowsing Internet Proxy Engine (JavaScript) Avaya Agent Software (IC/1XA/EMC) Browser with Cobrowsing (JavaScript) Customer Agent 32 CHAT WITH CO BROWSE – CUSTOMER AVAYA WEBRTC SNAP-IN Need Help? Customer Clicks to © 2015 Avaya, Inc. All rights reserved. Connect to Live Agent 34 Avaya WebRTC Snap-in Link has Embedded WebRTC URL with Routing Information And Context! © 2015 Avaya, Inc. All rights reserved. 35 MOBILE VIDEO CUSTOMER USER EXPERIENCE Mobile Video Communications Main app screen Waiting in queue Talking with agent Customer Can Click To Video from an iOS or Android App Works with Existing Desktop, Recording, Monitoring and Reporting Solutions (Key Competitive Differentiator) Agent Can Transfer Video to Others 36 WHAT IS CONTEXT STORE? 37 CONTEXT USED AT MAJOR CELLULAR SERVICE PROVIDER 1 Customer Completes an Online Survey for a Recent Transaction Avaya 2 The Survey Results are Stored in Avaya Breeze’s Context Store for Breeze Possible Later Use Context Store 38 RETENTION, CONTEXT STYLE! 3 Customer Calls the Contact Center Shortly Thereafter Avaya Breeze 4 The Survey Results are Presented to Trained Retention Agents 5 The Retention Agent Skillfully Uses the Survey Data to Re- Delight the Customer (Retaining >% Customers!) 39 A RETAILER’S INCREASED BUSINESS, WITH CONTEXT 1 Customer Logs in and Loads Shopping Cart but Doesn’t Buy Avaya 2 The Cart is Saved in Context Store Breeze Context Store 40 INCREASED BUSINESS WITH CONTEXT 3 Customer Calls and Agent Sees Customer’s Cart 4 Agent Discusses and Sends SMS/Email with Link Avaya Breeze 5 Both Co-Browse to Get The Right Price and Shipping 6 The Transaction is Completed!! 41 REAL TIME SPEECH AGENT SCRIPTING/COMPLIANCE 42 Q&A © Copyright 2017. Private and confidential. SEE YOU NEXT WEEK! > Thursday, August 17, 4:00pm Eastern Time > Leveraging Breeze, Oceana and Oceanalytics for a Modern and Relevant Customer Experience > Thursday, August 24, 4:00pm Eastern Time > Avaya Engagement Designer: Tying It All Together with Use Cases VISIT https://convergeone.com/partners/avaya TO REGISTER BREEZE DEMO? CONTACT YOUR NAM OR [email protected] © Copyright 2017. Private and confidential. THANK YOU © Copyright 2017. Private and confidential. © Copyright 2017. Private and confidential..
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