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Similaire à Avaya one touch video customer presentation march 1 2012
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Avaya one touch video customer presentation march 1 2012
- 1. Avaya One Touch Video solution A video and collaboration solution for enterprise, remote, internet-based and mobile users
- 2. Agenda Resolving Issues, Delivering Results Engaging the New Business Landscape Removing Roadblocks Solution: Avaya One Touch Video Avaya One Touch Video Capabilities Avaya One Touch Video Benefits Industry Uses How It Works Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 2
- 3. Engaging the New Business Landscape Customer Expectations and New Technologies Drive the need for efficiency Provide options for new ways to connect Offer new challenges Demand streamlining and simplicity Create opportunities Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 3
- 4. Removing Roadblocks Customer and Business Issues Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 4
- 5. Roadblocks to Resolving Issues What your customers are asking for More ways to connect Less waiting and transferring More options to engage More efficient exchange of information Faster resolution Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 5
- 6. Roadblocks to Resolving Issues What your own people are telling you they need More opportunities to collaborate Increased efficiencies Less travel for meetings Positive work environment Less wasted time Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 6
- 7. Other Key Business Issues For the Line of For the CEO For the CIO / IT Director Business Owner Maintaining Profitability Maintaining operational Exceeding customer agility expectations Driving Reputation Controlling cost and Addressing changing Promoting the Brand complexity of existing communication norms Growing Owner‟s Equity systems Protecting existing Enlisting Customer Loyalty Protecting investment business Integrating new business Responding to market applications opportunities Managing new connection options Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 7
- 8. Solution: Avaya One Touch Video Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 8
- 9. Avaya One Touch Video Personal voice, video and collaboration through any device... Kiosk Internet-connected PC Tablet Mobile Device Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 9
- 10. Avaya One Touch Video …and multiple applications Web Page Email Mobile App Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 10
- 11. Connect Anyone, Anywhere Enable ‘across the counter’ service with experts and agents Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 11
- 12. Connect Anyone, Anywhere Call is answered on an Avaya Desktop Video Device or on Avaya one-X Communicator Call can be video or audio-only Context is available Application-sharing is enabled Text chat options are available Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 12
- 13. Prepare Your Enterprise Improve efficiency Leverage existing assets Drive collaboration Enable on-demand, face-to-face meetings Offer remote customer service Provide application sharing, text chat, voice & video capabilities Support Adobe AIR Clients and Android 2.2+ Mobile Devices Support internet-connected PCs without special software Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 13
- 14. Avaya One Touch Video Capabilities Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 14
- 15. Avaya One Touch Video Capabilities at a Glance Improve productivity and provide cross-selling or up-selling opportunities Client-friendly features One-on-One Interaction from the Web Customer Context Contact Center Routing Avaya One Touch Video AGENT TEXT CHAT CUSTOMER Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 15
- 16. Avaya One Touch Video Capabilities Client-friendly Connect face-to-face with one click Browser-based application No proprietary software Pre-session testing of user‟s microphone and camera Customer audio control display LINK HAS EMBEDDED AVAYA ONE TOUCH VIDEO URL Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 16
- 17. Avaya One Touch Video Capabilities One-on-One Interaction from the Web One- or two-way voice or video conversation Text chat, share desktop content, still images, videos and other applications Separate content Click to Talk sharing and text Click to Video chat windows CUSTOMER CLICKS ON LIVE VIDEO CHAT LINK Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 17
- 18. Avaya One Touch Video Capabilities Customer Context and Contact Center Routing Recent navigation on your website In-process transactions Previous contacts Self-service attempts Avaya One Touch Video Leverage Avaya contact center Handle as a SIP voice and video call Send self-help photos, Flash content or videos APPLICATION SHARING Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 18
- 19. Avaya One Touch Video Benefits Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 19
- 20. Avaya One Touch Video Benefits at a Glance Improved customer engagements Collaboration efficiency Lower investment cost Enhanced reputation Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 20
- 21. Avaya One Touch Video Benefits Improved customer engagements Consistent customer experience Improved knowledge of customer Faster customer assistance Higher customer loyalty Collaboration efficiency Time and cost savings on travel to meetings or customer sites Faster decision-making and closing sales Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 21
- 22. Avaya One Touch Video Benefits Lower investment cost Leverage skills and existing infrastructure Ongoing management and administration Enhanced reputation Relationship building Customer service Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 22
- 23. The Customer Perspective Avaya One Touch Video I connected right from the web to my financial advisor My financial advisor sent me helpful videos and information while we were talking It‟s refreshing to “see” who I am talking to—it‟s a real person It was great that I didn‟t have to repeat my information over and over again My problem was solved very quickly Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 23
- 24. The CFO Perspective Avaya One Touch Video We optimized caller to agent match rates generating higher revenue and reducing transaction costs Our PSTN costs have been measurably reduced in the last 6 months We‟ve been able to support our customers better without building additional infrastructure Efficiencies realized with Avaya One Touch Video have reduced or avoided administration costs Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 24
- 25. The CIO Perspective Avaya One Touch Video I can easily adapt to the needs of various groups and departments within my enterprise We are easily able to accommodate the new ways our customers are communicating with us We have enhanced our service and capabilities to our customers without rebuilding our infrastructure Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 25
- 26. Industry Uses Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 26
- 27. Broad range of industry uses Remote patient consult with doctor, nurse, or assistant on billing or records Healthcare Coaching for healthy living Help Desk “Let me show you” the documentation Support/Sales Center Buying assistance On-demand live support from drug representatives to doctors Pharmaceutical Drug interaction assistance from a kiosk Bank providing face-to-face service Financial Expert service to a franchise branch with a kiosk Manufacturer provides “expert service” at a store via video Retail Expand services offered at a mobile phone store Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 27
- 28. Impactful ROI Cost Savings Assumptions Results Save agent time 5 minute average 10% agent via context call duration savings per call screen pops 15 seconds PSTN savings per Replace PSTN savings per call minute calls with accessing or Internet calls requesting customer information 15 seconds savings per call using collaboration tools Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 28
- 29. How It Works Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 29
- 30. Avaya One Touch Video Architecture Public Domain DMZ Enterprise HTTP Enterprise Web Server Avaya Aura® Communication Manager SIP Session Border Controller SIP RTMP Flash Avaya One Touch Video SIP Avaya Aura® Session Manager Gateway Firewall Audio, SIP Video Avaya Desktop Video Device Consumer one-X® one-X® Agent Communicator Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 30
- 31. Avaya One Touch Video (Enterprise) Call Sequence, Consumer initiating Page delivered with DMZ reference to Avaya HTTP Flash plug-in Web Server One Touch Video request check Yes object. Parameters For next configure object for page No who to call, bandwidth, etc. ‘Please download Flash’ RTMP session with client PC inside of SSL session Object loads into browser, requests connection to flash/sip Avaya One Touch Video media gateway. Sends context Gateway parameters along with Request sent via SSL connection request. session to port 443 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 31
- 32. Avaya One Touch Video (Enterprise) Call Sequence, Enterprise User receiving Incoming Audio, SIP Video Call Avaya Desktop Video Device one-X® Communicator Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 32
- 33. Avaya One Touch Video (Customer Service) Call Sequence, Consumer initiating Page delivered with DMZ reference to Avaya HTTP Flash plug-in Web Server One Touch Video request check Yes Flash object. For next Parameters page No configure object for format, PIP, etc. ‘Please download Flash’ RTMP session with client PC inside of SSL session Object loads into browser, requests connection to flash/sip Avaya One Touch Video media gateway. Sends context Gateway parameters along with Request sent via SSL connection request. session to port 443 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 33
- 34. Avaya One Touch Video (Customer Service) Call Sequence, Agent/Expert receiving Session and Avaya One Incoming Touch Video Gateway Call number encoded in call UUI. one-X® one-X® Agent Communicator Avaya One HTTP „Screen capture‟ for Touch request application sharing one-X Agent Video Agent Java Interaction window If using one-X Agent, screen Applet on for text chat pop is configured from the desktop incoming UUI to connect back to specific Avaya One Touch Java Video controlling specific applet session for this call. Internet Client Flash Avaya One Session Touch Video Gateway Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 34
- 36. Back Up Additional Technical Information Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 36
- 37. Audio Bandwidth Level Relevant characteristics of common coding algorithms Coding algorithm Bandwidth Sample IP bandwidth G.711* PCM 64kbps 0.125ms 80kbps G.723.1 ACELP 5.6kbps 30ms 16.27kbps G.723.1 MP-MLQ 6.4kbps 30ms 17.07kbps G.726 ADPCM 32kbps 0.125ms 48kbps G.728 LD-CELP 16kbps 0.625ms 32kbps G.729(A) CS-ACELP 8kbps 10ms 24kbps * Avaya One Touch Video Gateway uses G.711 for audio companding. SOURCE: http://www.erlang.com/bandwidth.html Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 37
- 38. Video Bandwidth Level Video bit rates and frames per second (fps) Low Medium High QCIF, 15 fps 64 192 320 QCIF, 30 fps 128 320 512 CIF, 15 fps 192 320 512 CIF, 30 fps 256 512 768 SOURCE: Avaya One Touch Video User Guide Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 38
Notes de l'éditeur
- The economy, emerging technologies and personal communications devices are introducing new challenges. How do enterprises prepare for these changes and continue to drive their reputations and relationships with customers, employees and stakeholders? How do they increase efficiencies, provide for new ways for customers and co-workers to connect? Meeting these challenges, they will create new opportunities and possibilities.
- What are the roadblocks to meeting these new challenges?
- From the customer’s standpoint: Customers today have expectations for customer service and can become disenchanted by waste and inefficiency. They want more ways to connect. They are frustrated by waiting and having to deliver the same information over and over while being transferred from one agent to another. They want to know that there is a real person on the other end and they want their problems resolved and their questions answered quickly.
- From the your own company’s standpoint: Travel budgets might be tight. Or time frames might not allow for excessive travel Your co-workers want efficient, productive work environments that offer opportunities to collaborate and increase efficiencies. Team-building needs face time.
- Solution: Avaya One Touch Video.
- Avaya One Touch Video delivers a personal voice, video or collaboration experience through any device—kiosk, internet-connected PC, tablet or mobile device.
- And with Avaya One Touch Video, engagement can be through a through your company’s web site, via email or through a mobile application.
- Customers or colleagues can reach representatives, agents or experts with ease at the click of a button. Instantly initiate a face-to-face (video) or voice meeting with a colleague, a representative or an expert.
- Within yourenterprise, calls are answered on the Avaya Desktop Video Device or Avaya one-X Communicator and can be video-based or audio-only. Within customer service/contact centers, Avaya one-X Agent can be used. Here, separate windows displaying customer context, texting options, application sharing and other functions are available.
- Avaya One Touch Video prepares your enterprise for increased efficiency by leveraging existing assets and interfacing easily with mobile device and internet applications. Productivity and savings are enhanced through on-demand, face-to-face meetings, remote customer service capabilities, application sharing and increased collaboration.
- From your customer’s perspective: No one likes to be tripped up by tricky, unfamiliar procedures. Avaya One Touch Video eliminates that frustration. It is a browser-based application that requires no proprietary software for the customer. In addition to there being no complicated instructions, fears of viruses and security are reduced. From the enterprise perspective: You will be able to email a direct link to an Avaya One Touch Video session. Your customers will be able to click the button for instant video or voice connection.
- Similar to connecting from an email that you might send to a customer, the customer can click a link on your company’s website to initiate a video or voice session. Once connected, sessions can include sharing of desktop content, videos or other applications. Requests from your company’s website are normally routed to your customer service center or pertinent group within your contact center.
- Calls are routed through the Contact Center Elite for Avaya Aura®Communications Manager. These are handled as a SIP voice and video call. During routing or while on hold, customers can receive self-help photos, Flash content or videos even while in queue.
- Companies that focus on customer needs and leverage technology to make customer interaction easier and more productive build better relationships. Avaya One Touch Video gives your customers a consistent experience, a productive engagement and a faster solution. Your knowledge of the customer and a greater understanding of issues. All of this adds up to a happier customer. And happy customers are loyal customers.If you use Avaya One Touch Video for internal communications the benefits are similar. Your team will benefit from collaboration and team-building opportunities that lead to reduced costs, faster decision-making and more closed sales.
- Additional savings are recognized because Avaya One Touch Video leverages existing skills and infrastructure and reduces ongoing management and administrative costs.Perhaps the most important benefit your enterprise will recognize is through an enhanced reputation. Word gets around when happy customers and productive, happy employees start talking. In addition, companies that lead in good technology to enable employees and customers are emulated and admired.
- Yourcustomers will start tellingyousomethingnewwhenyougivethemAvaya One Touch Video. Things like:• I connected right from the web to my financial advisor• My financial advisor sent me helpful videos and information while we were talking• It’s refreshing to “see” who I am talking to—it’s a real person• It was great that I didn’t have to repeat my information over and over again• My problem was solved very quickly
- The CFO will havethis to say:• We optimized caller to agent match rates generating higher revenue and reducing transaction costs• Our PSTN costs have been measurably reduced in the last 6 months • We’ve been able to support our customers better without building additional infrastructure• Efficiencies realized with Avaya One Touch Video have reduced the necessity for needing to program/administer another environment, that being a separate disconnected video infrastructureSpeaker Instructions:PSTN cost savings can be reflected due to the following, depending on network infrastructure –Percentage of calls that have transitioned from using an IVR toll free number to video calls% of calls x number of calls x per minute chargeReduction in number of PSTN facilities needed due to the fact that video calls are routed through the Internet # of trunks eliminated x monthly charge per trunk
- Your IT department will say• I can easily adapt to the needs of various departments and groups within my organization• We are easily able to accommodatethe new ways our customers are communicating with us without the need for proprietary software • We have enhanced our service to customers and increased ways to communicatewithout rebuilding our infrastructure
- Avaya One Touch Video has a broad range of industry uses including Healthcare, Help desks, Support and Sales Centers, Pharmaceutical, Financial and Retail. Anywhere that the customers experience will be enhanced by face-to-face interaction with the enterprise.
- This slide shows a simplified architecture for the Avaya One Touch Video solution.The same infrastructure can be used for both enterprise communications or customer service. The differenceis where the call is delivered and what infrastructure needs to be integrated. This provides flexibility with the solution to be used if required for both enterprise communications and customer service from the same platform.
- Call Sequence for Avaya One Touch Video for enterprises. Once a link is selected from either email received or another means, an HTTP request is made from a web page which is then processed by a DMZ web server. If the flash plug-in for the user is not detected or is not the minimum version, the user will be prompted to download. If the flash plug-in is detected, the page is delivered with reference to Avaya One Touch Video Flash object and the object is loaded into the browser sending along any context parameters collected during the request. The “route name” specified in the incoming request is translated into a phone number by the Avaya One Touch Video Gateway. Prior to the call being answered video wait treatment can be provided.
- The incoming call is routed to a specific user that includes today ADVD, one-X Communicator or Avaya Conferencing Server. Requirements for additional SIP voice & video endpoints would require additional testing. There is no special configuration needed on the ADVD or one-X Communicator. It is just an incoming SIP call to that device.
- Here are the details of the Call Sequence for Avaya One Touch Video for call requests into Customer Service. First a HTTP request is made from a web page which is then processed by a DMZ web server. If the flash plug-in for the user is not detected or is not the minimum version, the user will be prompted to download. If the flash plug-in is detected, the page is delivered with reference to Avaya One Touch Video Flash object and the object is loaded into the browser sending along any context parameters collected during the request.If the customer has no headset or limited bandwidth, this is not a problem. Using “PSTN Connect” (optional), the user enters a number to be called backed on. “PSTN Connect” is also useful when using Avaya One Touch Video from a kiosk where there is a phone next to kiosk. The ability to switch from Flash to PSTN in the middle of session is not an available capability at this time.The “route name” gets translated by the Avaya One Touch Video Gateway to a VDN to deliver the call to the next available agent in that queue. Prior to the agent answering, video wait treatment can be provided by the Avaya One Touch Video Gateway.Keep in mind that there is no difference between a normal web call to an agentand a call where audio is sent to the customer’s device. Both types of calls can be traced, recorded, and will be counted in CMS and IQ reports providing important and insightful information and analysis.
- Going over the call sequence for customer service from the agent or expert perspective. What we are discussing here is one-X Agent, but you could also use one-X Communicator at the agent end. Also in a future release we will support delivering video and other collaboration capabilities to Avaya Aura Contact Center Agent Desktop.The call shows up to the agent as an incoming call (and includes the session and Avaya One Touch Video number encode in the call UUI) and when they accept that call, a screen pop is configured from incoming UUI to connect back to the specific Avaya One Touch VideoGateway controlling the specific session for this callThe screen pop makes a http request and runs a java applet on the desktop which connects to the Avaya One Touch Video Gateway and then to the flash session in progress with the internet clientone-X Agent is required for Avaya One Touch Video extra features: Text Chat (different than Agent IM Chat, this is intended to enhance the multimedia experience to help with collaboration and not be a standalone contact center chat solution, an agent can only take one session at once), Application Sharing.