© 2007 Avaya Inc. All rights reserved. Intelligent Communications & Sky Italia case history VON Europe Autumn 2007 Intelligent Communications & Sky Italia case history VON Europe Autumn 2007 Patrizio Di Carlo Sales Director 27 Sept 2007

2 © 2007 Avaya Inc. All rights reserved. Business Imperatives Intelligent Communications Intelligent Communications Solutions Business Imperatives

3 © 2007 Avaya Inc. All rights reserved. Business Imperatives Drive Your Technology Roadmap Revenue growth: superior customer service Cost reduction: worker & business efficiency Manage risk Mobility with ubiquitous access Ease of collaboration Rapid, flexible deployment Clear ROI & investment protection Worker Imperatives Business Imperatives IT Imperatives

4 © 2007 Avaya Inc. All rights reserved. Business Imperatives Intelligent Communications Intelligent Communications Solutions Intelligent Communications

5 © 2007 Avaya Inc. All rights reserved. Intelligent Communications Unified Communications IP Telephony Contact Centers Communications Enabled Business Processes Optimize your business embedding communications into the fabric of business processes Optimize your people wherever they are, across devices and interfaces Optimize the communications of all people (customers, employees, suppliers) regardless of location Optimize your customer relationships globally across all points of contact A strategic, business-focused, approach to communication delivering competitive advantage today A strategic, business-focused, approach to communication delivering competitive advantage today

6 © 2007 Avaya Inc. All rights reserved. Accelerate the speed of business by integrating communications to minimize latency Increase employee productivity through seamless unified communications Satisfy customer interactions based on actionable analytics and insights Secure and efficient converged communications endpoints and infrastructure Intelligent Communications Key Attributes 6

7 © 2007 Avaya Inc. All rights reserved. Business Imperatives Intelligent Communications Intelligent Communications Solutions

8 © 2007 Avaya Inc. All rights reserved. Avaya Intelligent Communications Solutions Improved Customer Service Contact Centers Worker Productivity Unified Communications Reliable Multi-modal Communication IP Telephony Business Efficiency Communications Enabled Business Processes End to End Service IP Telephony provides the rich foundation for Communication Applications Unified Communications: Unified experience, intelligence & best in class functionality Contact Centers: not just Customer Service, but an enterprise ready to serve Communications Enabled Business Processes via web services & orchestration Services ensure optimal design, smooth installation and maximum reliability & uptime

9 © 2007 Avaya Inc. All rights reserved. Intelligent Communication Solutions Customer Value & Key Attributes SIP, IP, Digital & Analog Cross Network Management Scale Security Simplification Improved Customer Service Contact Centers Reliable Multi-modal Communication Reliable Multi-modal Communication IP Telephony Business Efficiency Communications Enabled Business Processes Worker Productivity Unified Communications Avaya Support, Consulting, & Systems Integration

10 © 2007 Avaya Inc. All rights reserved. WiFi/ WiMAX PSTN Data Network IP Telephony Across the Enterprise Enterprise Interworking over SIP PSTN Mobile Network Data Network IP Telephony Server Small Office Small Branch Mid-Size Campus SIP, H.248, H.323, QSIG Networking Presence: Enterprise-Wide & Federated Scale up to Large, down to Small Multiple Domains: P2P and Centralized Next Generation CTI: Call and Context Required Attributes Service Provider

11 © 2007 Avaya Inc. All rights reserved. Unified Access Mobility Telephony Messaging Conferencing Video Presence Multi Vendor Intelligent Communications Solutions Customer Value & Key Attributes Improved Customer Service Contact Centers Reliable Multi-modal Communication IP Telephony Business Efficiency Communications Enabled Business Processes Worker Productivity Worker Productivity Unified Communications

12 © 2007 Avaya Inc. All rights reserved. Information Worker Needs RemoteDeskboundNomadicRoad Warrior Dependent on level of mobility Based on Information & Application Needs Complex Applications or Information Worker Desires Basic InformationOne Number & One Mailbox Corporate & Personal Directory Access Intense CollaborationCaller ID & Call Logs

13 © 2007 Avaya Inc. All rights reserved. Unified Communications - Adding Intelligence to the End User Experience Avaya one-X Desktop Avaya one-X Deskphone Avaya one-X Mobile Avaya one-X Speech Avaya one-X Portal Application Enablement Services SIP Enablement Services Speech Services Mobility Services Orchestration Services Telephony Messaging Audio Conferencing Video Conferencing Web Conferencing Instant Messaging NEW Unified User Admin Jabber Integration Click-to-Dial Solutions Managed Services for Messaging On Demand Messaging

14 © 2007 Avaya Inc. All rights reserved. Routing Reporting & Analytics Self Service Proactive Contact Multi-channel Quality Assurance Intelligent Communications Solutions Customer Value & Key Attributes Improved Customer Service Improved Customer Service Contact Centers Reliable Multi-modal Communication IP Telephony Business Efficiency Communications Enabled Business Processes Worker Productivity Unified Communications

15 © 2007 Avaya Inc. All rights reserved. Contact Center Business Strategy Execution + Leverage Relationship depth real time high touch one-to-one experience multi-channel: all information linked improved segmentation / profile economical service Least Profitable Customers Growth Potential Customers Most Valuable Customers right resource, right context doing right work right information right channel reduce customer frustration moment of truth

16 © 2007 Avaya Inc. All rights reserved. Customer Service for Sustained Competitive Advantage Enhanced Self-Service Speech Enabled Routing & Information Access Voice, , Fax Information Delivery Personalized Content Personalized Service Consistent Information Access Voice, , Web integration Consistent Brand Experience Most Skilled Agent Managed Follow-up Improved Conversion Rates from Customer Segmentation Differentiated Service Seamless delivery of applications and services Central Site, Branch, Remote Leverage Global Resources Business Continuity Virtual Infrastructure Expertise on Demand Engage Enterprise Experts Leverage Local Knowledge Presence, Interrupt-ability Information Management Capture, Reporting & Analysis Knowledge-based Decisions Customer Experience View Customers

17 © 2007 Avaya Inc. All rights reserved. Process Integration Service Orchestration Event Processing Notification and Response Intelligent Communications Solutions Customer Value & Key Attributes Improved Customer Service Contact Centers Reliable Multi-modal Communication IP Telephony Business Efficiency Business Efficiency Communications Enabled Business Processes Worker Productivity Unified Communications

18 © 2007 Avaya Inc. All rights reserved. Communications Enabled Business Processes A Definition… Provides business processes and applications with the ability to initiate and track real-time multi-channel communication with process users and decision makers Objective: Make processes more efficient

19 © 2007 Avaya Inc. All rights reserved. Communications Enablement The business process stops - waiting for human response and action Human latency is introduced Process is vulnerable to human error Business Processes - TODAY Human interaction is embedded-in, and controlled by, the business process Communications are invoked as required Interactions are fully closed-loop Communications Enabled Business Processes

© 2007 Avaya Inc. All rights reserved. Case History

21 © 2007 Avaya Inc. All rights reserved. Sky Italia Nata nel ,2 milioni di clienti Crescita media clienti/anno telespettatori Prima industria italiana dellintrattenimento 34 mila ore di programmi televisivi autoprodotti 160 canali tematici, audio, pay-per-view, servizi interattivi Programmazione ricevibile oltre che via satellite: –IPTV con Fastweb e Telecom Italia –TV Mobile tramite Vodafone, H3G e TIM Fonte Sky Italia:

22 © 2007 Avaya Inc. All rights reserved. Perchè Sky..non vogliamo risparmiare soldi, vogliamo fare soldi! Mark William, Sky Italia COO 60% del fatturato passa attraverso il Contact Center

23 © 2007 Avaya Inc. All rights reserved. Situazione di partenza Contact Center –Architettura 3 Livelli –Multsito con 4 ACD –Network CTI –Sistemi obsoleti Fonia business –3000 utenti su 5 Pbx legacy –Obsoleti La Tecnologia Servizi non omogenei Gestione complessa Continuità del servizio Reporting end-to-end Tempi rilascio nuovi servizi Continuità delle operazioni Gestione Gli Impatti

24 © 2007 Avaya Inc. All rights reserved. Esigenze del Customer Care Massimo livello di affidabilità, disponibilità del servizio e sicurezza Elevare il Time-to-Market per il rilascio di nuovi servizi Incrementare lefficienza operativa per innalzare le capacità Virtualizzazione del servizio mantenendo il controllo operativo

25 © 2007 Avaya Inc. All rights reserved. Accesso Load Balancing Instradamento BU Consolidamento dei server applicativi Reporting End-to-End Alta Affidabilità – D/R Controllo e gestione centralizzati Post Routing Unico Pool Virtuale Virtualizzazione con Outsources La soluzione Avaya per il Contact Center IDC 1 PSTN R.I. LAN Wan Backbone Avaya CM Server Applicativi IDC 2 Siti Sky Avaya CM Server Applicativi Outsourcer LAN operatori

26 © 2007 Avaya Inc. All rights reserved. SKY Italia Contact Center - Risultati Peculiarità della soluzioneBenefici Utilizzo di una infrastruttura IP convergentePossibilità di distribuire gli operatori ovunque Alta Affidabilità e Business Continuity grazie alle capacità D/R intrinseche alla soluzione Consolidamento dei Server applicativiSemplificazione gestionale Riduzione del TCO sia per HW che per SW Completo controllo del Contact CenterReportistica ene-to-end online e storica Virtual Contact CenterMiglioramento nellimpiego dello staff di CC in virtù di migliori prestazioni nella gestione delle chiamate Indipendenza dal Service ProviderPossibilità di usufruire delle migliori condizioni sul mercato per la connettività e dil traffico Architettura EnterpriseMigliore Time to Market Decisamente più economica sia per CapEx che per OpEx rispetto ad una soluzione SP Netowork based

27 © 2007 Avaya Inc. All rights reserved. Esigenze della fonia business Nuovo Campus Massimizzare gli investimenti fatti nella rete di trasporto geografica e locale Servizi omogeneei per tutta lutenza Mobilità per gli utenti on-site/off-site Collaboration User experience Alta Affidabilità Ottimizzare i costi di Tlc verso loperatore

28 © 2007 Avaya Inc. All rights reserved. La soluzione per lIP Telephony SKY LAN IP Softphone LAN IP hardphone Utente di Sede Mutimediale WAN VPN Phone IP Softphone Avaya One-X Mobile Utente Mobile IDC 1 IDC 2 Avaya CM Messaggistica Unificata LAN Audio/Web Conferencing MCU MGC LAN Video rooms Avaya CM Messaggistica Unificata LAN Audio/Web Conferencing LAN Utente Remoto Nuovo Campus

29 © 2007 Avaya Inc. All rights reserved. Sky Italia IPT – Benefici attesi Peculiarità della soluzioneBenefici Utilizzo di una infrastruttura IP convergenteDistribuire i servizi business a servizio dellutente Alta Affidabilità e Business Continuity grazie alle capacità D/R intrinseche alla soluzione Mobilità Estesa: Nel campus: Wi-Fi, Softphone, Webphone Fuori dal Campus: Fisso-Mobile, softphone Convergenza fisso mobile Incremento nella Collaborazione Migliore gestione dei costi Audio/Video/web conferenza: prenotata, on-demand, gestita, e-learning Incremento della Collaborazione Controllo dei costi Messaggistica unificata: Casella vocale unica Casella Fax Gestione intregrata via Client di Posta Migliore efficienza Incremento della Collaborazione Nuovi Canali di comunicazione Instant messagging presence Incremento della Collaborazione

30 © 2007 Avaya Inc. All rights reserved. Funzionali Operativi Risultato complessivo ad oggi Incremento di valore Impatto Strategico Valore per lAzienda Business Continuity, Security & Disaster Recovery Ottimizzazione Infrastrutturale Telecom Cost Savings Cabling savings Semplicità Operations Centralization lowers operational costs Consolidate equipment & licenses Decrease maintenance/upgrade costs Automate Move Add & Change Solutions for mobile & home workers Application & desktop integration Multi-media collaboration Maggiore Produttività Increase business agility Drive competitive advantage Global, Virtual Customer Care Benefici Strategici

© 2007 Avaya Inc. All rights reserved. Per maggiori informazioni Vi aspettiamo allo stand Avaya Postazione N.3 Per maggiori informazioni Vi aspettiamo allo stand Avaya Postazione N.3 Grazie per la cortese attenzione