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IntelligentCommunications
&
SkyItaliacasehistory
VONEuropeAutumn2007PatrizioDiCarloSalesDirector27Sept2007BusinessImperativesIntelligentCommunicationsIntelligentCommunicationsSolutionsBusinessImperativesBusinessImperatives
DriveYourTechnologyRoadmapRevenuegrowth:
superiorcustomerserviceCostreduction:
worker&businessefficiencyManageriskMobilitywithubiquitousaccessEaseofcollaborationRapid,flexibledeploymentClearROI&investment
protectionWorkerImperativesBusinessImperativesITImperativesBusinessImperativesIntelligentCommunicationsIntelligentCommunicationsSolutionsIntelligentCommunicationsIntelligentCommunicationsUnifiedCommunicationsIPTelephonyContactCentersCommunicationsEnabledBusinessProcessesOptimizeyourbusinessembeddingcommunicationsinto
thefabricofbusinessprocessesOptimize
yourpeoplewherevertheyare,acrossdevices
andinterfacesOptimizethecommunications
ofallpeople(customers,employees,suppliers)regardlessoflocationOptimize
yourcustomerrelationships
globallyacrossall
pointsofcontactAstrategic,business-focused,approachtocommunicationdeliveringcompetitiveadvantagetodayAcceleratethespeedofbusinessbyintegratingcommunicationstominimizelatencyIncreaseemployeeproductivitythroughseamlessunifiedcommunicationsSatisfycustomerinteractionsbasedonactionableanalyticsandinsightsSecureandefficientconvergedcommunicationsendpointsandinfrastructureIntelligentCommunicationsKeyAttributes6BusinessImperativesIntelligentCommunicationsIntelligentCommunicationsSolutionsIntelligentCommunicationsSolutionsAvayaIntelligentCommunicationsSolutionsImprovedCustomerServiceContactCentersWorkerProductivityUnified
CommunicationsReliable
Multi-modal
CommunicationIPTelephonySUITEINTEGRATION:ENDTOENDBusinessEfficiencyCommunicationsEnabledBusinessProcessesEndtoEndServiceIPTelephonyprovidestherichfoundationforCommunicationApplicationsUnifiedCommunications:Unifiedexperience,intelligence&bestinclassfunctionalityContactCenters:notjustCustomerService,butanenterprisereadytoserveCommunicationsEnabledBusinessProcessesviawebservices&orchestrationServicesensureoptimaldesign,smoothinstallationandmaximumreliability&uptimeIntelligentCommunicationSolutions
CustomerValue&KeyAttributesSIP,IP,Digital
&AnalogCrossNetworkManagementScaleSecuritySimplificationImprovedCustomerServiceContactCentersReliableMulti-modalCommunicationIPTelephonyBusinessEfficiencyCommunicationsEnabledBusinessProcessesWorkerProductivityUnified
CommunicationsAvayaSupport,Consulting,&SystemsIntegrationWiFi/
WiMAXPSTNData
NetworkIPTelephonyAcrosstheEnterpriseEnterpriseInterworking
overSIPPSTNMobile
NetworkData
NetworkIPTelephonyServerSmall
OfficeSmall
BranchMid-Size
CampusSIP,H.248,H.323,QSIGNetworkingPresence:Enterprise-Wide&FederatedScaleuptoLarge,downtoSmallMultipleDomains:P2PandCentralizedNextGenerationCTI:CallandContextRequiredAttributesServiceProviderUnifiedAccessMobilityTelephonyMessagingConferencingVideoPresenceMultiVendorIntelligentCommunicationsSolutions
CustomerValue&KeyAttributesImprovedCustomerServiceContactCentersReliableMulti-modalCommunicationIPTelephonyBusinessEfficiencyCommunicationsEnabledBusinessProcessesWorkerProductivityUnified
CommunicationsInformationWorkerNeedsRemoteDeskboundNomadicRoadWarriorDependentonlevelofmobilityBasedonInformation&ApplicationNeeds
ComplexApplications
orInformationWorkerDesiresBasicInformationOneNumber&OneMailboxCorporate&PersonalDirectoryAccessIntenseCollaborationCallerID&CallLogsProductSupportServicesUnifiedCommunications-AddingIntelligencetotheEndUserExperienceCOMMUNICATIONSCOMMUNICATIONSAPPLICATIONSUNIFIEDACCESSAvayaone-X™DesktopAvayaone-X™DeskphoneAvayaone-X™MobileAvayaone-X™SpeechAvayaone-X™PortalApplicationEnablementServicesSIPEnablementServicesSpeechServicesMobilityServicesOrchestrationServicesTelephonyMessagingAudioConferencingVideoConferencingWebConferencingInstantMessagingNEWUnifiedUserAdminJabberIntegrationClick-to-DialSolutionsManagedServicesforMessagingOnDemandMessagingRoutingReporting&AnalyticsSelfServiceProactiveContactMulti-channelQualityAssuranceIntelligentCommunicationsSolutions
CustomerValue&KeyAttributesImprovedCustomerServiceContactCentersReliableMulti-modalCommunicationIPTelephonyBusinessEfficiencyCommunicationsEnabledBusinessProcessesWorkerProductivityUnified
CommunicationsContactCenterBusinessStrategyExecution+LeverageRelationshipdepthrealtimehightouchone-to-oneexperiencemulti-channel:allinformationlinkedimprovedsegmentation/profileeconomicalserviceLeastProfitableCustomers“GrowthPotential〞CustomersMostValuable
Customersrightresource,rightcontextdoingrightworkrightinformation
rightchannelreducecustomerfrustrationmomentoftruthCustomerServiceforSustainedCompetitiveAdvantageEnhancedSelf-ServiceSpeechEnabledRouting&InformationAccessVoice,Email,FaxInformationDeliveryPersonalizedContentPersonalizedServiceConsistentInformationAccessVoice,Email,WebintegrationConsistentBrandExperienceMostSkilledAgentManagedFollow-upImprovedConversionRates
fromCustomerSegmentationDifferentiatedServiceSeamlessdeliveryof
applicationsandservicesCentralSite,Branch,RemoteLeverageGlobalResourcesBusinessContinuityVirtualInfrastructureExpertiseonDemandEngageEnterpriseExpertsLeverageLocalKnowledgePresence,Interrupt-abilityInformationManagementCapture,Reporting&AnalysisKnowledge-basedDecisionsCustomerExperienceViewCustomersProcessIntegrationServiceOrchestrationEventProcessingNotification
andResponseIntelligentCommunicationsSolutions
CustomerValue&KeyAttributesImprovedCustomerServiceContactCentersReliableMulti-modalCommunicationIPTelephonyBusinessEfficiencyCommunicationsEnabledBusinessProcessesWorkerProductivityUnified
CommunicationsCommunicationsEnabledBusinessProcesses
ADefinition…Providesbusinessprocesses
andapplicationswiththeabilitytoinitiateandtrackreal-timemulti-channelcommunicationwithprocessusersanddecisionmakersObjective:MakeprocessesmoreefficientCommunicationsEnablementThebusinessprocessstops-waitingforhumanresponseandactionHumanlatencyisintroducedProcessisvulnerable
tohumanerrorBusinessProcesses-TODAYHumaninteractionisembedded-in,andcontrolledby,thebusinessprocessCommunicationsareinvoked
asrequiredInteractionsarefullyclosed-loopCommunicationsEnabledBusinessProcessesCaseHistorySkyItaliaNatanel20034,2milionidiclientiCrescitamedia500.000clienti/anno14.000.000telespettatoriPrimaindustriaitalianadell’intrattenimento34milaorediprogrammitelevisiviautoprodotti160canalitematici,audio,pay-per-view,serviziinterattiviProgrammazionericevibileoltrecheviasatellite:IPTVconFastwebeTelecomItaliaTVMobiletramiteVodafone,H3GeTIMPerchèSky“..nonvogliamorisparmiaresoldi,vogliamofaresoldi!〞MarkWilliam,SkyItaliaCOO60%delfatturatopassaattraversoilContactCenterSituazionedipartenzaContactCenterArchitettura“3Livelli〞Multsitocon4ACDNetworkCTISistemiobsoletiFoniabusiness3000utentisu5Pbx
legacyObsoletiLaTecnologiaServizinonomogeneiGestionecomplessaContinuitàdelservizioReportingend-to-endTempirilascionuoviserviziContinuitàdelleoperazioniGestioneGliImpattiEsigenzedelCustomerCareMassimolivellodiaffidabilità,disponibilitàdelservizioesicurezzaElevareilTime-to-MarketperilrilasciodinuoviserviziIncrementarel’efficienzaoperativaperinnalzarelecapacitàVirtualizzazionedelserviziomantenendoilcontrollooperativoAccessoLoadBalancingInstradamentoBUConsolidamento
deiserverapplicativiReportingEnd-to-EndAltaAffidabilità–D/RControlloegestionecentralizzatiPostRoutingUnicoPoolVirtualeVirtualizzazioneconOutsourcesLasoluzioneAvayaperilContactCenterIDC1PSTNR.I.LANWanBackboneAvayaCMServerApplicativiIDC2SitiSkyAvayaCMServerApplicativiOutsourcerLANLANLANoperatorioperatoriSKYItaliaContactCenter-RisultatiPeculiaritàdellasoluzioneBeneficiUtilizzodiunainfrastrutturaIPconvergentePossibilitàdidistribuireglioperatoriovunqueAltaAffidabilitàeBusinessContinuitygrazieallecapacitàD/RintrinsecheallasoluzioneConsolidamentodeiServerapplicativiSemplificazionegestionaleRiduzionedelTCOsiaperHWcheperSWCompletocontrollodelContactCenterReportisticaene-to-endonlineestoricaVirtualContactCenterMiglioramentonell’impiegodellostaffdiCCinvirtùdimiglioriprestazioninellagestionedellechiamateIndipendenzadalServiceProviderPossibilitàdiusufruiredellemiglioricondizionisulmercatoperlaconnettivitàediltrafficoArchitetturaEnterpriseMiglioreTimetoMarketDecisamentepiùeconomicasiaperCapExcheperOpExrispettoadunasoluzioneSPNetoworkbasedEsigenzedellafoniabusinessNuovoCampusMassimizzaregliinvestimentifattinellareteditrasportogeograficaelocaleServiziomogeneeipertuttal’utenzaMobilitàpergliutention-site/off-siteCollaborationUserexperienceAltaAffidabilitàOttimizzareicostidiTlcversol’operatoreLasoluzioneperl’IPTelephonySKYLANIPSoftphoneLANIPhardphoneUtentediSedeMutimedialeWANVPNPhoneIPSoftphoneAvayaOne-XMobileUtenteMobileIDC1IDC2AvayaCMMessaggisticaUnificataLANAudio/WebConferencingMCUMCUMGCLANVideoroomsAvayaCMMessaggisticaUnificataLANAudio/WebConferencingLANUtenteRemotoNuovoCampusSkyItaliaIPT–BeneficiattesiPeculiaritàdellasoluzioneBeneficiUtilizzodiunainfrastrutturaIPconvergenteDistribuireiservizibusinessaserviziodell’utenteAltaAffidabilitàeBusinessContinuitygrazieallecapacitàD/RintrinsecheallasoluzioneMobilitàEstesa:Nelcampus:Wi-Fi,Softphone,WebphoneFuoridalCampus:Fisso-Mobile,softphoneConvergenzafisso
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