How We Built Avaya's Own Version of Khan Academy

974 videos, 2,159 subscribers, 272,211 video views – all in just 17 months. Those are the key stats around the Avaya Mentor program, our fast-growing set of how-to YouTube videos for Avaya products that my team and I have been producing.

Last week I had the pleasure of presenting at the semi-annual Technology Services World (TSW) Conference, hosted by the Technology Services Industry Association (TSIA) on the Avaya Mentor program, which I had also written about last August. This was a conference focused on services transformation and TSIA asked that I talk about how we at Avaya put together this video knowledge base, including challenges we faced. The breakout session was well attended and so I thought I would share this presentation with you here. Below is a YouTube video of me doing the presentation (not at TSW), which I’ve also summarized, along with more success metrics, for those who prefer to read.

As most of you have heard, the best example of using video to share knowledge is the Khan Academy. This non-profit’s website has a free collection of over 4,000 educational YouTube videos, surrounded by curriculum, quizzes, and incentives like points and badges. The topics range from simple addition, which has 1.7 million views, to the French Revolution with 400,000 views. 

Khan makes a point of having its contributors avoid a teacher-at-a-whiteboard approach, opting instead for a style that feels like you’re sitting at a table with a tutor, working through the topic on a piece of paper. This better aligns with the many of us for whom learning is a visual experience. Being able to see how to do something taps into something different in the brain than just reading about it. The intuitive simplicity of this approach has allowed the Khan Academy to eclipse MIT’s own online education system with a total of 260 million views. 

Another good example is Jove, the Journal of Visualized Experiments, which helps speed up academic research through online video. When an academic team publishes a research paper, they include instructions so that peers can reproduce their experimental results and thus verify the research. Even to experienced lab researchers, understanding exactly what the authors of the research were trying to convey can be difficult, sometimes delaying the peer review process by months. Jove allows them to more easily include videos to demonstrate the procedure.

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By this point, I hope you are asking yourself why you aren’t already using video for your knowledge base. Wouldn’t your employees and customers benefit from your company’s own Khan Academy? At Avaya, we found ourselves facing this question in the fall of 2011.

The President of Services challenged those of us in his extended leadership team to make our organization not just be successful in the market, but to be an organization that the analysts would write about. Put another way, it was no longer good enough to be lean and efficient; we needed to take the lead. 

Going All In

My proposal was to put together an Avaya version of Khan Academy. We would use video to expand on the company’s existing knowledge-base-focused-support-model. We limited our scope to basic how-to videos designed to help those that install, maintain, and support Avaya products, be they customers, partners, or Avaya employees. These were to be short how-to videos, not anything that would replace the training that Avaya Learning develops. 

Like Khan, we would focus on videos that were more live screen capture than talking heads. Additionally, I proposed that unlike Avaya’s existing knowledge base which is only available to our customers with a maintenance agreement, we would make the vast majority of our videos available for free on YouTube. By doing so, search engines like Google would be aware of this content, making it much easier for an engineer to find the answer to an Avaya-related question.

As we got started, getting buy-in from leadership was obviously important. A big part of that was that my team of engineers would need to reprioritize some of our work in order to make time for generating 800 videos in only 9 months. We had great support from Mike Runda, the leader of Avaya Client Services, who gave us the green light to move forward.

The Gear We Got

We evaluated a number of video production software suites and settled on Camtasia Studio. Camtasia gave us great features like the ability to use templates, splice video and audio in, as well as special editing features to highlight or zoom to certain parts of the screen. These licenses ran ~$150. Adding Camtasia required that we upgrade a number of our engineers’ laptops to meet the minimum specs, an upgrade that everyone was excited to have a good reason for.

We also went with a high-quality $80 USB microphone called the Blue Yeti. All in all, that’s about $230 per engineer. We felt it was important to maintain a common look and feel to these videos, so we built a template for Camtasia with legal and branding-approved intros and outros as well as standardizing on things like transitions. Due to our high quality standards, after reviewing the first handful of videos, Avaya’s branding team gave us carte blanche to publish to YouTube without further oversight.

Getting Started

For topic selection, I was lucky to be starting with an amazing team of subject matter experts. Most had no trouble coming up with topics for videos. For those that did get stuck, the engineer would talk with the support engineers to determine the most common repeat scenarios that they encounter and find a way to use these videos to speed up resolution and/or prevent the tickets from being opened in the first place. 

As word got out about our videos, we also started receiving requests from internal and external users. We set a limit of 15 minutes for all the videos and encouraged them to be under the 5 minute mark. The length would really depend on the topic, and I would challenge the author of anything over 10 minutes to see if they could break it into more than one smaller video. To give you a feel for our topics, here are six that show off the variety covering hardware, software, different product portfolios, even our own customer-facing tools.

Quality Control

As the lead for this effort, the most time-consuming part for me was the review and approval process. It was very important to me that we has a very high quality product and thus I personally reviewed each and every one, sending back to the author a list of changes that I wanted to see. The bar was set high and a single review could easily take me half an hour

To help reduce the number of errors, I would frequently share an updated list of common problems I was encountering. This was important as some had a harder time with the learning curve than others, encountering more than 20 issues per submittal, and multiple submittals of the same video. It is worth noting though that while everyone got much better at it with time; some were submitting perfect videos on day 1 while others never quite got there. Some of my engineers were frustrated with me as they felt the bar was set too high for quality. If I heard any extra noise in the background, or if a transition wasn’t crisp, I’d send it back. 

But our users noticed that quality and complimented us on it. I feel it was important to our success. After three months, I delegated the approval process to one of my top engineers, Bhavya Reddy. She was one of the best at producing error-free videos and thus I knew she could maintain our quality. Here’s her video on setting up Avaya Aura Session Manager, which has garnered more than 6,200 views.

After six more months, Bhavya transitioned this role to the company’s formal knowledge management team where it could be better integrated into the other KM processes. This is important as we made sure we always dual-published all YouTube videos to the standard knowledge base by embedding the YouTube video in an article. This helped us ensure that our users could trust that a search of http://support.avaya.com would return everything. The videos that were deemed proprietary were uploaded to an internal server instead of YouTube and published as internal-only articles in the existing knowledgebase.

Getting the Word Out

Building a knowledge base, or any tools, is pointless if you can’t get user adoption. I felt it important to delay the initial announcement until we had the first 100 videos published. I was concerned if someone came to the site and only saw 5 videos, they might never return. 

So once we reached 100 videos, I had the President of Services announce the program internally, followed by similar announcements in external communications to our partners and customers. To reinforce this in a more detailed way, I blogged about it on our corporate site wrote as well as created a Twitter account for Avaya Mentor, allowing people to receive tweets when new videos are uploaded. 

At last year’s Avaya’s User’s Conference in Boston, myself and others passed out materials to all the customers and partners we met with, be it at the conference center itself, or in a bar later in the evening. The IAUG group was actually so impressed with the program that they helped with advertising on all the plasma screens throughout the conference center. We’ve also partnered with the product documentation teams to include references to our program directly in the product documentation.

Our Results

With 16 months now under our belt, I thought I would share with you some of the measurable success we have had with the program. As I mentioned earlier, we have published nearly 1,000 videos on YouTube which have been watched more than 270,000 times.

While the U.S. provides our largest set of viewers, I’m happy to say that we are in 196 distinct geographies. What our support folks are most excited about is that we’re at 1,100 hours of video viewing per month which equates to about 10 full-time equivalents of people, which we figure equates to at least 3 FTE of labor avoidance. 

But perhaps the most interesting metric is that we are seeing significantly more views per article than Avaya’s text-based articles. Now, this is not an apples-to-apples comparison given that we used some of the company’s most knowledgeable resources and posted our content publicly. However, I still think it is clear that video-enabled content is that much more compelling than text alone. 

Three Unexpected Benefits

There are many surprising results from the Avaya Mentor project. The most exciting one for me as a manager was the impact to my employees. At first, I had some resistance from some of my engineers. They were not yet convinced of the value of these videos and combined with the steep learning curve and high quality expectations, some folks just weren’t interested. However, after the good press started, with people directly contacting these authors thanking them for their videos, they came around to its value.

I also saw increase in their self-confidence, which is typical after demonstrating how-to do something to others.  Having those people publicly thank you helps a ton, too. Our most popular video is actually about setting up an interface on an HP server – it has gotten more than 19,000 views! This video was created because many of our applications are sold with this server and this configuration is important. What we didn’t expect is that non-Avaya people would find it valuable to their usage of the same HP servers. I’ve found our video embedded in a variety of websites out there, having nothing to do with Avaya. 

The last surprise was discovering that a business partner pirated a few of our videos and re-uploaded them to YouTube and other sites, touting them as their own. This is something Avaya typically doesn’t care about as our videos tend to be marketing-based. The upside of this is that the message is getting out to more and more people. What makes me nervous is that if we find a problem with a video and need to take it down and re-release it, this partner likely won’t see that and bad information will continue to float around.

We’ve received great feedback from our users of the program. We get these comments on YouTube, Twitter, and via email. Sometimes we get suggestions for new videos to create, product support questions, or just encouraging statements like the ones shown here. As mentioned previously, feedback like this is very encouraging to our engineers.

I want to thank my team who helped make this program a success. We dedicated at least a third of our time for nine months building this program up and it was no small feat. I’m proud to say that Avaya has recognized all of them with well-deserved awards.

Contact or follow me on Twitter @CarlKnerr.

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Check out the Cool Avaya Omnichannel Contact Center Demos at ICMI

Sometimes you travel to Orlando to really fun destinations. But this May 22-25, when you arrive in Orlando for the 2017 ICMI Contact Center Expo and Conference, we think you’ll be heading for what we like to call the second happiest place on earth. Visit Avaya’s Booth 623 for a fun omnichannel contact center experience that shows you how to create satisfaction—happiness—for customers throughout their interactions with your company.

Each year, contact center executives gather for a few days of education on the latest innovations designed to ensure customers have a great experience. I might not meet up with Mickey from Disney, but I may get together with Alex from Norwegian Cruise Lines, an Avaya customer, and many others who are going to have a wild ride at our cool contact center demos. We’ll show customer-focused companies our latest innovations. This includes the Avaya Oceana™ Solution for contact centers, which enables you to provide a greater customer experience over every communications channel—phone, email, web, SMS, chat, and more. And Avaya Aura® Workforce Optimization, which helps you drive a better customer experience by generating relevant and timely insights from each interaction.

At our demos, we believe customer service professionals will be as excited as kids visiting Goofy. Why? With just five minutes of prep, we can put your corporate website into our Avaya Oceana contact center transformation demo. We’ll set up a live, fully functional omnichannel contact center for taking calls and chat sessions from your website. It’s like magic to see a retail website suddenly support chat and WebRTC-based voice. We show you the exact experience your customers would have. Want to add voice? Will do. How about co-browsing and secured form fill? Done. How about a custom application for the iPhone? Done and fun!

Then we’ll add in our workforce optimization tools, giving you a 360-degree view of how to move from the old world of 800 numbers to the new world of a multi-touch omnichannel contact center. It all works with all of our Avaya solutions (which are used by 90% of the Fortune 100). It’s a great ride—with no height restrictions and guaranteed to be eye opening.

Visiting an Avaya booth at any tradeshow is a unique experience for many reasons:

  • Each demonstration we do is customized. The best way to show you the power of Avaya is to give you a glimpse into what your actual solution could be. If a vendor shows a canned demo, it might be an indication that the technology is not flexible or easy to customize.
  • Each demo shows multi-touch channels in action. Click on a live representation of your company’s mobile application and it connects to an agent. Follow the experience like your customers would.
  • We show the entire customer experience. A customer journey map shows the entire customer experience so that agents can add value to previous transactions and steps. By knowing what a customer has done in the past, or what a customer tried to do, an agent can be one step ahead with a relevant response.
    If a customer chatted with an agent yesterday and places a phone call today, it’s likely that both contacts are about the same transaction. An agent can see what information was exchanged with another agent, so the current agent can continue the customer journey fluidly. It’s a great way to reduce agent time requirements, while making the customer experience more personalized.
  • We are passionate about making a difference for your business. Meet an Avaya team with years of contact center experience and dedicated to helping your company create a competitive differentiation by transforming your customer experience.

We hope to see you at the ICMI Contact Center and Exhibition in Booth 623. We’ll have you saying “supercalifragilisticexpialidocious!” (Did you know Microsoft Word has supercalifragilisticexpialidocious in the dictionary?)

If you can’t make it to a show, an Avaya associate or partner can demo our solutions in person or online. To schedule a demonstration at the ICMI event or at another time, please email me at blgutnick@avaya.com.

Secure IoT Deployments with Avaya SDN Fx™ Architecture Solutions

Let’s look at how to deploy the IoT in a safe and sane manner—a top-of-mind business challenge. Before diving into the technology, let’s remember why secure IoT deployments are so important. The Yahoo breach is a lesson learned: Yahoo CEO Marissa Mayer lost $12M in bonuses over the Yahoo data breach and Yahoo paid $16M to investigate the breach and cover legal expenses as of March 2, 1017. It’s clear that the cost of not building a safe infrastructure is much more than the cost to build one.

Software Defined Networking (SDN) is sometimes over-hyped. At a base level, separating the control plane from the data plane makes sense (if one understands the definitions of a data plane and control plane). In a practical sense, it means the network infrastructure doesn’t need to be managed on a node-by-node basis (i.e., logging into network devices on each end of the cable to make complementary changes to configure a network link). This is where SDN can be over-hyped. The SDN solution automates the process of making the changes to each end of the cable, making the network easier to manage. But, it doesn’t reduce the complexity, increase the resiliency (other than reduce outages due to typing errors), or make it easier to troubleshoot or expand.

Avaya SDN FxTM Architecture is based on fabric, not network technology. The architecture was designed to be managed as an entity of subcomponents and not a bunch of nodes that are interconnected to create a larger entity. In other words, it’s like designing something to manage a forest, as opposed to managing the trees. Would you really want to manage a forest one tree at a time?

How SDN Fx Architecture Benefits the IoT

Although the SDN Fx network architecture wasn’t specifically designed for the IoT, it works well for providing a solid foundation to deploy IoT solutions. These are the key components of the SDN Fx Architecture that benefit the IoT:

Avaya Fabric Connect is Avaya’s implementation of Shortest Path Bridging (SPB/IEEE 802.1aq). SPB replaces the traditional network stack, greatly simplifying network configuration, management and security. Three key benefits of Fabric Connect apply directly to IoT deployment use case:

  • Hyper-Segmentation: SPB supports 16 million+ network segments. In theory, every IoT device on a network could have its own segment. More realistically, every device type can have its own segment. For instance, HVAC could be one network, security cameras could be on another, employees on a third, guests on a fourth, etc. It’s worth noting that the NSA sees segmenting IoT networks as a key to limiting exposure of IoT deployments. (In my next blog, I’ll examine how Avaya solutions provide security between devices on the same segment.)
  • Automatic Elasticity: Services in SPB are provisioned at the edge without touching the core of the network. This makes it very straightforward to provision network services for the hundreds or thousands of IoT devices that the business wants up and running yesterday. Plus, edge provisioning makes moving devices simple. When a device is disconnected from the network, the network service to that port is disabled and eliminates open holes in the network security. When the device is connected to the same or different port, the device is authenticated and services are automatically configured for the port.
  • Native Stealth: SPB operates at the Ethernet, not the IP layer. For example, if a would-be hacker gains access to one segment of a traditional network, they can go IP-snooping to discover the network architecture. A traditional network is only as secure as the least secure segment/component. With Fabric Connect, if a security loophole is overlooked in a less important network project, there isn’t a back door to access the rest of the network and the corporate data.

Avaya Fabric Extend provides the ability to extend an SPB fabric across a non-fabric network, such as IP core, between campuses over Multiprotocol Label Switching (MPLS), or out to the cloud over WAN. IoT deployments enable the phased adoption of SDN Fx so that IoT projects can gain the values above, without ripping and replacing significant network infrastructure or affecting non-IoT workloads.

Avaya Fabric Attach automates the elasticity of the SPB fabric for IoT devices and other devices supporting Automatic Attachment (IEEE 802.1Qcj). Fabric Attach allows the device to signal the network that it needs in order to connect to a service. If the device is authorized, the service is automatically provisioned. When the device is disconnected, the service is terminated. If the device is moved to a different network port, the service will be provisioned automatically to the new port. This makes deploying and moving Fabric Attach-enabled devices very simple. For a real-world example, see how Axis Communications is starting to deploy Fabric Attach in their IoT devices.

Avaya Open Networking Adapters—an Open Network Adapter is a small device that sits in-line with an IoT device to provide programmable security for IoT devices that lack adequate network security. One component of the solution is Fabric Attach, which provides automated service provisioning and mobility to devices that don’t have the auto-attach capability. (I’ll explore more about the power of Open Networking Adapters in an upcoming blog.)

The Avaya Identity Engines Portfolio provides powerful tools for managing user and device access to a network, commonly referred to as Authentication, Authorization, and Accounting. In the IoT use case, Identity Engines authenticate a device by MAC address or MAC address group and use predefined policies for the device type to dynamically configure services. For instance, a camera could be assigned to Video VLAN 30 and provisioned for multicast, while a phone would be authenticated, assigned to VLAN 20, and configured for SIP communications. This provides security for unauthorized devices joining the network and provides automatic segmentation based on device type and service requirements.

I’m not sure if there ever was a time when network design and implementation was static, but there was a time when the devices connected to the network could be predicted: servers, printers, storage, PCs, etc. With IoT, IT is being asked to design networks for devices that haven’t been thought of yet. The old network technologies were designed for mobility by work order, and IT was able to list the number of device types that wouldn’t work on the network. SDN Fx provides a true software-defined network and not software-defined automation on old network constructs. A fabric network has the intrinsic flexibility and security required for tomorrow’s IoT projects, today.

In my recent blogs about the IoT, I’ve looked at how the IoT enables Digital Transformation and examined a business-first approach to IoT technology adoption. Next in this blog series, I’ll explore the newest component of the SDN Fx solution for the IoT, the Avaya Surge™ Solution.

Customer Journey Analytics vs. Traditional Analytics—Know the Difference

It’s expected that 60% of all large organizations will develop customer journey mapping capabilities by 2018. Why? Because the average consumer isn’t so average anymore. Consider that a typical customer now owns three personal mobile devices, each with anywhere from 10 to 20 downloaded apps. This individual owns an average of five social media accounts, nearly three of which are actively used. Additionally, the average office worker receives up to 121 personal emails per day. Just imagine what these figures look like for consumers on the high end of this engagement spectrum.

To get a snapshot of my own activity, I followed these simple instructions to figure out how many emails I receive. It’s 10 a.m. and I show 59 emails received (up from 47 just two minutes ago). And tweets average around 6,000 per second—I have 1,175 in my queue based on who I am currently following. The question is: How do you bring your email, tweet, post, or blog to my attention amid all the clutter?

When we look at what this means to customer experience it is worth noting that we’ve reached a point where over 40% of customers now use up to seven different channels to interact with brands, from live chat to email to social media to SMS. Businesses increasingly understand this fact, and they’re taking the necessary steps to ensure they can deliver consistent, contextualized experiences across various channels and devices.

Each of the devices and channels offers its own set of diverse scenarios for linking to other devices and channels, making no two customer experiences the same. The not-so-good news is that businesses are still grappling to understand customers’ actions across these various touchpoints. They need to leverage data but, in fact, 43% of companies currently obtain little tangible benefit from their data, while 23% admit they derive no benefit whatsoever. Organizations are struggling to create a data strategy that delivers the insights needed to drive anticipatory engagement and repeat spending.

The bottom line is that a business can support virtually every interaction channel. However, without a comprehensive view of the data generated and shared across those channels organization-wide, it will fail. Supporting an array of channels is simply not enough. Businesses must gain an inherent understanding of how customers are using these channels so that they can adapt, evolve and change as needed. This is where the ability to understand your data—specifically, customer journey analytics—becomes vital.

The solution here may be simple to describe, but implementing it isn’t. Adopting customer journey analytics means businesses must now support a powerful, real-time visualization of the customer journey across all lines of business, not just the contact center. They need a roadmap to continually reinvent key processes and fine-tune organizational behavior. They must harness real-time and historical data across all channels and devices to intuitively understand customer needs and optimize business outcomes. Most challenging of all, they must do this in a way that shows tangible ROI and improves TCO.

To make customer journey analytics work, businesses must take a critical step from ideology to implementation—a move that can often feel like a leap of faith.

But there’s good news: technology has evolved to a point where companies can now easily, effectively and cost-efficiently achieve these core data objectives. The key is investing in an extensible, omnichannel customer engagement solution.

Your customer engagement solution should boast simple capabilities. It should be pretty easy to create and manage dynamic, multi-touch customer journeys. And you need a built-in, flexible analytics and reporting platform to deliver a single, comprehensive view of customer data across all sources, both internal and external. This lets you compete using customer journey analytics, and also easily add third-party data sources to amplify their strategy.

A customer engagement platform redefines the way businesses engage with digital consumers. Here’s how customer journey analytics stand apart from traditional reporting and analytics:

  • Obliterates Siloes: A siloed environment is the greatest barrier to data success, and it’s affecting more businesses than we realize. According to Deloitte’s 2017 “Contact Center Benchmarking Report,” nearly 60% of customer channels are currently being managed in silos. Analytics integration is vital for competing on customer experience (CX), an initiative that traditional analytics tools simply can’t support.
     

    Built on open, extensible architecture, a customer engagement platform has unparalleled flexibility for gathering transactional information from numerous different channels (IM, co-browsing, SMS, phone, email, IoT) and devices (phone, mobile/tablets, branch, desktop, kiosks). This enables companies to flexibly collect, process and analyze all real-time and historical data. They gain a rich visualization of their customer journey enterprise-wide. This means consistent, contextualized experiences no matter where and when interactions begin, end, continue—and no matter how many company agents are communicating with the customer.

  • Seamlessly combines internal and external data sources: The open nature of a customer engagement platform enables companies to combine internal data with that of virtually any other business intelligence (BI) tool. For example, insights collected internally can be combined with data from visualization tools from leading providers like MicroStrategy, Oracle, SAP and Tableau. This lets managers maximize the return on their existing investments, while driving their potential beyond what was initially imagined.
     

    Furthermore, this unique ability lets managers generate cradle-to-grave customer interaction reports, enabling them to identify innovative new ways to meet consumers’ evolving needs. Chances are you’re not going to get this with traditional reporting and analytics platforms.

  • Transforms the agent experience: A holistic customer engagement platform redefines agent and supervisor experiences by allowing companies to easily create, customize and integrate key applications for specific work groups. Supported by an advanced software development kit, companies can build their own contact center apps, or embed specific functions into their existing apps, to customize desktops for any unique customer/agent configuration. The solution represents a revolutionary way to serve digital consumers. And, it offers managers a new avenue for analyzing performance metrics for all ways customers are served.

With customers using more digital channels than ever, it’s clear that now is the time to adopt customer journey analytics via a customer engagement platform.

Interested in learning more or chatting about transforming your analytics environment? Contact us. We’re here to help and would love to hear from you.