3. Enterprise Customer Demands
3
End User
Line of
Business
IT
Communicate
effectively with my
device of choice
Communications that
are built for me and are
available anywhere
Don’t repeat history -
have it at your
fingertips
Resolve
problems faster
Increase my
team’s
productivity
Get closer to my
customers Faster time to
market
Rapid deployment of new
features and applications
to meet business needs
Lower risk upgrades,
implementations, and
integrations
Lower ongoing
operating expenses
and improved TCO
5. Avaya Aura™ Enables
People-Centric Business Collaboration
Traditional Communications
Users tied to
network, application
and location silos
Avaya AuraTM
Session based communications allows
flexible connection of users, applications
and systems enterprise-wide
Application Servers
Avaya focuses on three key constituents in the enterprises – three constituents with very different needs.
End Users
Line of Business
IT
End users just want simplicity and the tools to get the job done, without being concerned with the technology.
Different users have different needs. The mix of venues from which they operate means different devices, networks, modalities, and use cases.
Increasingly, social media is in use, and in fact I heard a statistic the other day that social networking applications have now surpassed email as the means to share and collaborate.
Customer’s have a range of business applications and data sources, and users are suffering from information and access overload, or they can’t get to what they need when they need it.
And of course, these environments are multi-vendor in nature. All this amounts to considerable degrees of complexity, latency in business processes, wasted energy and resources, and ultimately sub-optimal business performance.
People have become a slave to the very tools and technology that has been put in place to serve them. Rather than looking at the desktop or network out to the users, we are looking at people and their needs and working that backwards into the technology.
Our vision is to drive authentic and purpose driven collaboration. Avaya can create a shift from how people operate today being so document or task driven to becoming more people centric.
We believe the next generation of contextual collaboration will bring the speed, efficiency and innovative power of human relationships back to the forefront of business activity by effortlessly orchestrating how people communicate to support their organization's goals.
And, business systems — both formal and informal — will be communication enabled quickly and easily to reduce the human latency inherent in business processes, and to create a more responsive and agile enterprise.
Avaya Aura Conferencing features include:
Well established Meeting Exchange audio conferencing functionality including Avaya one-X control and TUI controls
Web Conferencing is easily accessed from standard browsers, and is feature rich, with multiple-presenter presentations, white-boarding, application and desktop sharing, video streaming, synchronized audio/video/web recording, chat discussions, polling/voting, invites and call-outs, and conference roster with full audio controls.
Tight integration with Microsoft LiveMeeting (together with Outlook and OCS), IBM Sametime Web Conferencing (together with Notes and Sametime), and Adobe® Connect™, in addition to Avaya Web Conferencing. Integrated features include scheduling, calendar links, click to conference/join, conference roster displays showing active speaker, audio dial-outs, audio muting and user termination.
Roadmap:
Avaya Aura Conferencing will be extended in 2H 2010 with built-in software-based H.263 video bridging with voice-activated video switching, scaling up to 10% of the concurrent audio participant capacity in a configuration, which will further simplify the deployment of combined audio, video and web conferencing. This will be complementary to workgroup video bridges built into video endpoint and to higher scale dedicated video MCU bridges.
Avaya Aura Conferencing Enterprise Edition (4Q’10) will bring the System Platform packaging and further simplifications to the full-scale version of the same software – until then Avaya Meeting Exchange 5.2 is the current product for high-scale use.
User features include:
Web-based Self administration
Reach Me
Notify Me
Message access
Built-in speech to text
Built-in speech based addressing (voice recognition)
Easy access from Avaya one-X clients
Localization and TUI – Initial release focuses on Octel Aria-like TUI in US English, German, Latin Spanish, Brazilian Portuguese with additional languages and TUIs to follow in future releases
IT features include:
Flexible message store choices
SIP connectivity with Communication Manager (6.0, 5.2), Session Manager (6.0), SES (5.2.1), CS 1000 (pending) and supports for a wide range of 3rd party PBXs via SIP gateways
Flexible deployment options – single server and multi-server, redundancy, distributed vs centralized
Scale up to 20,000 users in a single system (multi-server)
Scale up to 6,000 users on a single hardware server (application and storage)
Resilience
Interoperability
Speech auto-attendant
Standard servers with System Platform benefits
Simplified packaging
We’ve taken an approach with ACE to create packaged applications. Currently, we have 7 Packaged Applications (OCS Integration, Sametime Integration, Mobile Cost Optimizer, Event Response Manager, Hot Desking, Web Browser Add In, Office Add In) that provide out of box integration with common business applications and are packaged with their own software & services codes, making it simple for Channels to quote, engineer, deploy and sell. Each of the packaged applications have lead accounts behind them and come available with an ROI Tool/business case to demonstrate the quantifiable benefits to the enterprise. These Packaged Apps work in a multi-vendor environment and including Avaya CS100, Avaya CM, CISCO UCM, Tandberg VCS, MSFT, IBM etc…
We have gotten a lot of traction with the packaged apps — our strategy is to lead with a packaged or custom apps, demonstrate immediate value of ACE platform and pull through other Avaya Apps & products. Given the multivendor nature of ACE, we are able to break into non-Avaya incumbent accounts.
For instance under NDA, we been successful with this strategy with HSBC, Barclays, Bank, and Deutsche Bank.
HSBC: (HSBC where CISCO won IPT but we increased our presence using ACE ) Procured Multi-vendor Click to Call with IBM same time but also secured ACE hot desking and are in the process of extending ACE to their Call Centers (routing calls from Call Centers to Branch staff based on availability).
Barclays Bank: deployed Event Response Manager (ERM) packaged app in its telecom group and other LOBs are exploring ACE for their business needs
Deutsche Bank: Started off with communications enabling CRM providing click-to-call ability, next extended it with Message Drop/Blast followed by Group Directory Integration with ACE click-to-call — so, once you have the platform you can keep building on it.
In terms of vertical applications, we’ve really moved the yard sticks this year. We’ve delivered a number of applications for the financial, healthcare, and hospitality industries. With ACE, we communication enabled financial terminals at Bloomberg, and a Finance CRM application at Deutsche Bank.
We announced a number of healthcare applications at the HIMMS event back in early March. We talked about Mobile Device Checkout, Nurse Call Response, Patient Appointment Reminder, and Patient Admit Coordinator. We worked with IBM to address the needs at Florida Hospital where these applications embed communications into portals, and use location based services, and notification services to improve hospital efficiency and patient care.
By the way, IBM awarded Avaya their 2010 IBM IMPACT Smart SOA Award, for communications-enabled healthcare solutions.
In Hospitality, you are already familiar with the Marina Bay Sands story where we able to prototype an ACE IPTV integration application within 2 days! We announced the Guest Media Hub earlier this year, and we’ll be making more announcements at the HITEC 2010 hospitality event at the end of June. These applications provide guest self service in new innovative ways — another example of new user experiences from Avaya — including notification and location based services all to improve guest service levels and loyalty, and revenue per guest stay.
New Presence Services 6.0 features:
Native Instant Messaging now generally surfaced (previously available in Avaya one-X Agent)
IM and Presence supported for:
Avaya one-X® Communicator 6.0
Avaya one-X® Agent
Avaya one-X® Deskphone 96xx with SIP 2.6 or SIP 6.0 connected to Session Manager
Federated with Microsoft Office Communicator 2007 users
Increased scalability supporting up to 10,000 users per server
Adds support for IBM Sametime Presence in addition to Microsoft OCS (IM to follow in 4Q10)
Easier customer deployments using System Platform (native deployment on COTS also available)
Availability of a software developers kit (SDK) for Presence (to be incorporated into Avaya ACE)
Allows third-party and in-house developers to “Presence enable” applications
Unique “bulk” APIs allow applications to efficiently monitor presence of many thousands of users
Explicit support for independent XMPP clients
System Platform is now supporting the following applications (with more planned):
Avaya Aura™ Solution for Midsize Enterprises (Nov’09)
Avaya Modular Messaging (Nov’09), Avaya Aura™ System Manager (Jan’10), Avaya Aura™ Communication Manager (Q3’10) – enterprise configurations, Avaya Aura™ Session Manager (Branch) (Q3’10) – remote survivability, Avaya Aura™ Session Border Controller (Q3’10)
Avaya Aura™ Application Enablement Services (Q3’10)
Avaya Aura™ Presence Services (Q3’10), Avaya Aura™ Conferencing (Q3’10), Avaya Aura™ Messaging (Q3’10)
New System Platform 6.0 capabilities:
Broader application support (above)
IPv6, plan to submit System Platform for US federal JITC certification
Built-in Performance Monitoring (VESPER) providing statistics feed to System Manager for reporting
Further real-time tuning in the virtual use of NICs and disk resources
Upgrade to the latest Xen® related software
Recap of common built-in System Platform capabilities:
Packaged appliance model – customers do not have to understand or manage virtualization/internals
Virtualization through Xen® Hypervisor, which Avaya has highly tuned to support real-time signaling and media applications (in ways that still seem to be unique in the marketplace for media handling)
Rapid installation of full multi-application “templates” with automated inter-application configuration
WebLM software licensing tools
Avaya Secure Access Link remote monitoring/alarming (backed by Avaya and partner services offers)
High availability “warm standby failover” options (applicability depends on applications)
Backup and restore
Software upgrades with virtual image staging and wind-back
Core platform management console and tools
Selling model:
System Platform is not separately licensed but is included as an entitlement as a part of products that are sold and deployed as “System Platform templates”.
Some Avaya applications now only have the System Platform option, while some still also have non virtualized deployment choices.
Applications now managed through Avaya Aura System Manager
Communication Manager 5.x and 6.0
Modular Messaging 5.2
Communication Manager Messaging 5.2 and 6.0
Session Manager 5.2 and 6.0
Presence Services 6.0
Conferencing 6.0
Messaging 6.0
Communication Manager 6.0 features include:
Supported on latest S8800, S8300D and S8510 (with added memory) hardware servers
Scale increased to 18,000 SIP or H.323 endpoints,
“Evolution server” mode allows any mixture of Session Manager connected SIP and directly connected non-SIP endpoints (DCP, Analog, H.323) that may be connected through all currently supported gateways
Full SIP “feature server” mode is just a single flag setting within the exact same Communication Manager software (no new deployment or servers required)
AES server connection and control of both SIP and non-SIP endpoints
Support for “implicit application sequencing” for Evolution server and third-party PBX users are not using SIP endpoints
SIP-based survivability
Builds on our market leading ESS and LSP capabilities deployed for many years for H.323
Allows both SIP and non-SIP endpoints to survive communications disruptions
Survivable Core – assumes access to parts of SM core and redirects to alternative feature/evolution servers
Survivable Remote (2H10) – assumes network to central core is disrupted and provides a virtualized local instance of Session Manager packaged with CM to support continuous remote operation
Communication Manager is a SIP to H.323 video gateway to support interoperability between forthcoming SIP-based video and existing environments
All Communication Manager 6.0 configurations now delivered on System Platform:
Common installation, management, upgrades, remote monitoring, and virtualization
Less virtualized components in enterprise “templates” versus midsize
Includes enterprise duplex (shadow server), simplex and S8300D blade “templates”
Avaya Aura Session Border Controller features include:
Market leading Acme Packet feature set
Software-based and virtualized deployment through System Platform on standard S8800 servers
Supports Avaya Aura 5.2.1 as well as 6.0
Security protection from SIP/VoIP attacks, invalid SIP messages, denial of service, spoofing attacks, “man in the middle”, access through unused VoIP ports
Connectivity assistance including NAT traversal and UDP/TCP conversion
Protocol conversions for interoperability including SIP header manipulation and service provider adaption
Codec transcoding of media streams such as G.711/G.729 conversion between enterprises and service providers
Session replication - “forking” media streams allowing applications like call recording to be efficiently implemented.
Quality of service policy and prioritization enforcement
Regulatory compliance supporting legal requirements for emergency calls and lawful interception.
Statistic gathering
Testing and Support:
Support for Avaya Aura SBC comes directly from Avaya – this is a fully branded Avaya product
Avaya internally works with Acme Packet within an agreed back-end OEM support model
Avaya directly tests and certifies with global Service Providers, and is also able to leverage Acme Packet’s considerable global SP testing expertise and activity to accelerate this process
Complementary to higher-scale hardware SBCs
Avaya continues to resell Acme Packet SD3800 and SD4500
Some customer environments may use both Avaya Aura SBC and higher-scale SBCs at different locations for different purposes
New Session Manager 6.0 features:
Scale to 50K SIP endpoints across 6 SM instances
Support for 96XX phones and future video devices to “multiply register” with active/active Session Managers for high availability
Support SIP-based CM Core Survivability (alternative servers)
Will release SIP-based CM+SM Remote Survivability on System Platform in 2H10 following beta testing
More flexible Trust Management allows third-party security certificates for any SIP entity
Increased performance of software TLS encryption reduces hardware requirements
Expanded SIP features with CM include:
Per button ring control
Call pickup alerting
SIP integration with one-X® Portal – one-X® Portal user interface may be used with SIP deskphones
SIP integration with one-X® Mobile clients – one-X® Mobile clients may be used with SIP deskphones
Internal calling party number block
Call park/un-park button consolidation
Easy Lab Package allows sales and partner to quickly start Session Manager customer trials
