Avaya One Touch Video Presentation for customers. This offer from Avaya concerning video is one of the most unique offerings on the market. The capabilities in this offer are limitless and this will enhance any customers experience for migration/deployment of video.
Tampa BSides - Chef's Tour of Microsoft Security Adoption Framework (SAF)
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
35.
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
Hinweis der Redaktion
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.