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

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

Andrew Bacon Regional Chief Technology Officer, Northeast ConvergeOne [email protected]

Carolyn Laffan Miller Sr. Manager, Global Executive Briefing Program Avaya [email protected]

Michael Killeen, Breeze Product Manager, Avaya

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

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?

> 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

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

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

> 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?

Link has Embedded WebRTC URL with Routing Information And Context!

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

> 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]