Cloud Communication & CEBP

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Cloud Communication & CEBP

Avaya Aura™ and Avaya ACE Overview

Dennis Fang

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2

Agenda

_{Avaya Company Profile}

_{Cloud Communication by Avaya Aura}

_{Communication and Business Process Integration by}

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3

Avaya, a Global Leader

in Business Communications Applications

100 years of experience and innovation in our DNA from AT&T

20,000+ employees in 54 countries, including 3,400 research and

development professionals

10,000 channel partner worldwide

1 million+ customers ‐‐ 90% of FORTUNE 500

®

_{5,180+ Avaya Labs patents or patent applications}

Leaders Quadrant in Gartner Magic Quadrant for Unified

Communications, Corporate Telephony, and Contact Center

Infrastructure, WW, 2009

Making people more productive,

processes more flexible and customers

more satisfied

Solutions

Partners

Services

Avaya

Customer

Value

(4)

4

(5)

5

Date

Pos

%

Pos

%

Pro‐Forma

Pos

%

Pos

%

Pos

%

Pos

%

Unified Communications

[1]

₂₀₀₉

_#1

_21%

_#5

_9%

_30%

_#3

_11%

_#2

_18%

_#6

_5%

_#4

_9%

Telephony Systems

[1]

₂₀₀₉

_#1

_19%

_#4

_9%

_28%

_#5

_9%

_#2

_14%

_#6

_8%

_#3

_13%

SME Telephony Systems

[1]

₂₀₀₉

_#2

_12%

_#4

_10%

_22%

_#3

_11%

_#7

_4%

_#5

_9%

_#1

_14%

Contact Center/ACD

[2]

₂₀₀₉

_#1

_37%

_#4

_7%

_44%

_#6

_3%

_#3

_14%

_N/A

_#10

_2%

Enterprise Messaging

[3]

₂₀₀₈

_#1

_21%

_#2

_17%

_38%

_#4

_7%

_#3

_16%

_#7

_4%

_#9

_4%

Audio Conferencing

[4]

₂₀₀₈

_#1

_24%

_#3

_11%

_35%

_#6

_6%

_#2

_24%

_#5

_7%

_#4

_8%

Ethernet Switches

[1]

₂₀₀₉

_N/A

_#5

_2%

_#7

_2%

_#1

_70%

_N/A

Enterprise Routers

[1]

₂₀₀₉

_N/A

_#7

_1%

_N/A

_#1

_82%

_N/A

Product Support

[2]

₂₀₀₈

_#3

_5%

_#15

_1%

_6%

_#13

_1%

_#1

_11%

_#26

_<1%

_#6

_2%

Software Support

[2]

₂₀₀₈

_#2

_5%

_#47

_<1%

_5%

_#18

_1%

_#1

_6%

_#29

_<1%

_#7

_2%

Maintenance Services

[5]

₂₀₀₉

_#1

_12%

_N/A

_12%

_#4

_7%

_N/A

_#3

_7%

_#2

_9%

Major Vendor Positions through Calendar 2009

in Worldwide Unified Communications Segments

Avaya Inc. and Gartner, Inc. are both owned in part by Silver Lake, a leading financial investment firm. Gartner research is produced independently by Gartner analysts, without influence, review or approval of their outside investors or shareholders. For further information on the independence and integrity of Gartner research, see Guiding Principles On Independence and Objectivity on Gartner’s website, http://www.gartner.com/it/about/omb_guide.jsp. Notes: All market share results are based on revenues except SME Telephony Systems (Lines) and Audio Conferencing (Licenses); Industry analysts have reported Avaya and Nortel separately for 2009, pro‐ forma combined view included; All results reflect latest available information

AV‐NT

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Cloud Communication by

Avaya Aura Architecture

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Avaya Unified Communications Portfolio

Communications

Systems

All current Avaya and

former‐Nortel enterprise

communication systems,

gateways, and phones

User

Collaboration

Productive user experiences

on any device, mobile,

desktop, embedded in

applications

Group

Collaboration

Unified messaging, audio

and web conferencing,

desktop video, integrated

third‐party telepresence

Avaya Aura

™

Flexibly connecting systems, users and applications enterprise‐wide

PLUG & PLAY COMMUNICATIONS

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8

Unified Communications Roadmap Strategy

Collaboration

Solutions

Collaboration

Solutions

Application & Services Integration

Voice/Video

Services

Presence

Services

Session Manager

System

Manager

Interaction

Solutions

Interaction

Solutions

Performance

_Analytics

Performance

Analytics

Data

Infrastructure

Data

Infrastructure

Communications Infrastructure

Clients

Video

Endpoints

Video

Endpoints

Deskphones

Avaya Agile Communication Environment (ACE)

Collaboration

Solutions

Collaboration

Solutions

Application & Services Integration

Voice/Video

Services

Presence

Services

Session Manager

System

Manager

System

Manager

Interaction

Solutions

Interaction

Solutions

Performance

_Analytics

Performance

Analytics

Data

Infrastructure

Data

Infrastructure

Communications Infrastructure

Clients

Video

Endpoints

Video

Endpoints

Deskphones

Clients

_Clients

Video

Endpoints

Video

Endpoints

Clients

Video

Endpoints

Video

Endpoints

Deskphones

Avaya Agile Communication Environment (ACE)

Avaya one‐X®

Mobile

Avaya one‐X®

Communicator / Agent

Video Endpoint

Avaya one‐X®

_Deskphone

Mobile

Avaya one‐X®

Communicator / Agent

Avaya one‐X®

Communicator / Agent

Video Endpoint

Avaya one‐X®

_Deskphone

Press Record Here Press Record Here

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9

Stackable Edge Virtual Chassis

10G / 40G / 100G with Lossless

capabilities at Core

Ethernet Scalability

Up to 40% savings in Energy

and HVAC with Avaya Data

Solutions

Energy Efficiency

Fail‐safe stacking at Edge

Switch Clustering

Active/Active with sub‐second

failover at Core

Always‐On

Resiliency

Simple network

provisioning at service

access points for fast TTS

Virtual Machine

Mobility

Multi‐vendor Unified

Management across the

virtualized Data Center

Cohesive

Management

Infrastructure to Support the Cloud

Ethernet

Scalability

Always‐On

Resiliency

Cohesive

Management

Energy

Efficiency

Virtual

Machine

Mobility

Virtualized

Data Center

Backbone

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10

Turning Spaghetti into Applications

Enterprise

Network

Collaboration

Apps

_Video

Apps

Business

Apps

Avaya

New York

Avaya

London

Nortel

Hong Kong

Siemens

_Frankfurt

Contact Center

Mumbai

Cisco

Rome

Contact Center

Chicago

Users

anywhere

Avaya

London

Nortel

Hong Kong

Siemens

_Frankfurt

Contact Center

Mumbai

Cisco

Rome

Contact Center

Chicago

Data Centers

SIP

Trunking

Avaya Aura

™

Communication

Manager

New York

Apps

Integrated

Avaya Aura

™

Session

Manager

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Application

Connection

Management

Access

Evolution of Communications Architecture

Application

Connection

Management

Access

Application

Connection

Management

Access

IP H.323

TDM/ISDN

Past

Present

Future

Access

Application

SIP

Presence

_SOA

SIP

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Legacy Meridian

CS 1000

MCS 5100

BCM/SRG

Branches

Legacy DEFINITY

Evolutionary Path for Every Customer

Communication

Manager

Avaya Aura

™

Service

Providers

Apps

_Apps

All current systems can be SIP connected

Lower costs, accelerate new application

deployment, and serve customers everywhere

Protect … Extend … Grow

Multivendor

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Avaya Aura

TM

_{a Fundamental Change in}

Communications

13 Traditional PBX

Users tied to

network and location

Avaya Aura

TM

PBX

Network and device independent to flexibly

connect users, applications and systems

enterprise‐wide

Application Feature Servers

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Reliability and Scale

Massive scale, global SIP connectivity

25,000 locations, 250,000+ users

Active/active N+1 geo‐redundancy

Distributed “instances”, multiple active

connections, very fast recovery

Avaya Aura

™

_{Session Manager}

Key to the Differentiation

Applications

Avaya SIP‐ready communications

Modular Messaging, Meeting Exchange, Voice

Portal, Interaction Center, etc.

Agile “feature server” integration

SIP‐ISC standard

(3GPP),

“sequencing”

Open to third‐party feature innovations

DevConnect ecosystem expanding

Service Provider value‐add over time

Security

Secure, TLS encrypted, SIP firewall, SIP

packet inspection, hardware accelerated

Session Border Controllers for boundary

Multivendor Interoperability

Cisco UCM, Nortel CS1000 adaption modules,

more IP‐PBX testing to follow

Avaya Gxxx or AudioCodes SIP gateways for

legacy PBX integration

Acme Packet SBCs and others

Further DevConnect testing starting May

SIP Trunks: AT&T, Verizon, Orange, …

Evolution

Easily add SM to multivendor networks

A “CM upgrade” for existing customers

Control access/bandwidth for new apps

o o o

SM

Feature Server Feature

Server Feature_Server

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New Integration Architecture

Node‐A

Node‐C

Communication

Manager

Centralization

Dial Plan, Call Routing, Application, Trunk Resource

SIP GW

SBC

UC

Applications

CC

Applications

Meeting

Exchange

Meeting

Exchange

Modular

Messaging

Modular

Messaging

Session Manager

3rd Party

Applications

Existing

PBX

Existing

PBX

SIP Trunk

SIP ISC

Node‐D

Existing

PBX

Existing

PBX

SIP GW

Node‐E

Existing

PBX

Existing

PBX

SIP GW

IP

Phone

IP

Phone

IP

Phone

Node‐B

CS1000

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Service

Provider

TDM

Trunks

Evaluation for Future ‐eIMS

Media

Gateway

Service

Provider

IP

Phone

TDM

Trunks

TDM

Phone

Media

Gateway

Media

Gateway

Communication

Manager

SIP Trunk

SIP ISC

SBC

SIP GW

Session Manager

SIP SP

TDM SP

3rd Party

Applications

UC

Applications

CC

Applications

IP

Phone

IP

Phone

IP

Phone

IP

Phone

IP

Phone

IPS

Presence

Service

IPS

Presence

Service

Meeting

Exchange

Meeting

Exchange

Modular

Messaging

Modular

Messaging

Access

Connection

Application

Desktop

Integration

Communication

Manager

Video

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17

Avaya ACE for

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The Connected Enterprise

Agility, Enhanced

Customer Service

Infrastructure

protected, leveraged

into new value

End Users

Interaction is intelligent,

adaptable & personalized

Intelligent

Automation

Collaborative

Engagement

Productive

Interaction

Avaya Agile

Communication

Environment (ACE)

_Applications

Communications

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Avaya Application Enablement Framework

Avaya ACE provides a common open platform for

application integration and development

Packaged apps plus high and low level toolkits

Avaya ACE delivers extended value above Avaya

Aura

™

_{, AES and multi‐vendor CTI}

Multimodal voice, video, text, SIP and presence

AVAYA ACE

Avaya Agile Communication Environment

™

_(Avaya ACE)

Line of Business

Traditional CTI

(e.g. AES)

3rd‐Party CTI

Applications

New 3rd‐Party

Applications

Packaged and Custom

Applications

High‐level IT‐centric Web

Service Toolkits

Lower‐level Developer

Foundation Toolkits

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20

Integrate voice, video, & conferencing

with the desktop

Click‐to‐call from web pages, IM/presence and email clients

Click‐to‐call from MS office using PBX phone

Add telephony presence of PBX phones to IM/presence client

Click‐to‐conference from IM/presence client

Value Proposition

Unifies multi‐vendor PBX environments, video platforms, and

desktop applications

Avoids costly PBX upgrades typically required to keep pace with

new releases of IM/presence desktop solution

Reuses PBX phones and equipment: no rip‐and‐replace required

Potential 12 month or less payback on investment

UC Desktop Solutions

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Hot Desking Application

Assigns a

temporary phone

in any

location to make or receive office

phone calls

Integrates with

multi‐vendor

PBX

environments

Presents

one number

to callers

Integrates with

UC desktop

applications

Expands

flexible working

options

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UC Desktop Solution Architecture

Open, scalable solution with multi‐PBX vendor support

Avaya Media

Application

Server

Click to

Conference

C2C,

Presence

Collaborate within

MS Office Apps

Avaya

Aura™ CM

&

CS1000

Cisco

Phone

Microsoft

OCS

Portal Web

Server

C2C,

Presence

Desktop

PC

Agile Communication

Environment

Real-Time

Collaboration

CISCO

UCM

MS Office

Communicator

C2C,

Presence

Active

Further vendors to

be supported

based on lead

customer demand

Avaya

Phones

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On demand or automated user driven notification

Message Drop and Message Blast

Communication‐enable ERP/

CRM

and

other business tools

–

Click‐to‐dial

within CRM system

–

Record

and

store

messages

–

Drop

messages in live conversations

–

Blast

messages to large groups

–

View call

statistics

Event

‐driven notification

User

controlled

Multi‐vendor

PBX support

23

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24

Avaya ACE™ Event Response Manager

Reduce cost of business downtime

Automate Response Handling

−

Notify and set‐up conference bridge for right people (roles,

skills, & location) based on automated business process

events, alarms or manual triggers

−

Requires a media processing engine

−

ICP Media Application Server (MAS)

Easy to use

−

Web user interface for system admin

Business Value

−

Downtime costs vary across industries from $90K/hr

(media) to $6.48M/hr (large online brokerage)

−

Source: InfoManagement Direct, Aug’09

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Case Study

Improving IT Responsiveness to Reduce

Downtime

Results:

_{Expected 50%+ improved}

response time for business

critical outages

_{Reduced downtime costs}

that range from $1.5K ‐

$100K per minute

More efficient use of IT

support personnel

Response Team

Avaya

ACE™

Event Response Manager

IT monitoring system

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Avaya Aura & ACE Architecture

Main Office / Operation Center / Contact Center / Branch

Provide Cloud UC Communication and Enable Business Process

SIP GW

SBC

Media GW

Communication Manager

Phone

IP Phone

Media GW

Communication Manager

Phone

IP Phone

Media GW

Phone

CS1000 CS1000

Meeting

Exchange

Meeting

Exchange

_Mobile

One‐X

Desktop

Integration

UC

Applications

CC

Applications

Meeting

Exchange

Meeting

Exchange

Modular

Messaging

Modular

Messaging

Communication

Manager

SIP ISC

SIP Trunk

Session Manager

IP Phone

Web

Service

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ACE

MX

MGW

App

SBC

SMGR

App

MM

VP

CM

SM

ACE

MX

MGW

App

SBC

SMGR

App

MM

VP

CM

SM

27

Communication as a Service in Enterprise Cloud

3 rd

_Party

endpoints

Avaya CM

Branch

o o o

Avaya CM

Standalone

o o o

3 rd

_Party PBXs

with SIP MGW

Avaya one‐X

®

endpoints

Avaya Aura Communication Core

SIP

Trunks

TDM

Trunks

Access

Connection

Application

o o o

Avaya AG4134

Branch

Primary Data Center

DR Site

Avaya CS1000

Cloud Communication & CEBP