2017 Avaya Customer Innovation Awards Honor Five Companies Leading the Way in Digital Transformation

Every year, Avaya and IAUG recognize a handful of customers who are innovators. These customers are recognized with Customer Innovation Awards. Last year’s award winners included a number of technology firms. This year’s five award winners, recognized on stage at Avaya Engage in Las Vegas, include three customers in the financial services sector, a leading global retailer, and a leader in the film production industry.

Each of these customers is benefiting from the latest Avaya solutions to meet business goals—whether the goals are growth, customer experience, cost management, or risk mitigation.

BECU

BECU, which began life 80 years ago as the Boeing Employee Credit Union, today is the fourth largest credit union in the US, with over $12 billion in assets and over a million credit union members. In 2016, BECU embarked on a digital transformation journey focused on the customer experience. BECU relies on Avaya Elite Multichannel running on an Avaya Pod Fx™ infrastructure.

BECU engineer Rick Webb says, “BECU is rapidly expanding and needed a technology partner that could support that expansion and keep our members happy. The Avaya Elite Multichannel infrastructure does just that, while providing increased flexibility and allowing BECU to better meet the expectations of our more than 1 million members.”

Green Shield Canada (GSC)

Green Shield Canada (GSC) is a one of the leading health and dental benefit carriers in Canada, with over 850 employees across seven locations. Starting last year, GSC is deploying the Avaya Equinox™ Experience and seeing strong results. Competing with larger players in its industry, GSC sees strong collaboration among its workforce as a key ingredient for success.

Jim Mastronardi, GSC Director for Enterprise Infrastructure says, “Green Shield Canada has over 850 employees across seven offices in Canada—from Montreal to Vancouver. We saw an opportunity to explore technology upgrades that would enhance company-wide communications and bring our teams across Canada closer together. With just a single training session, employees have hit the ground running with the Avaya Equinox tools. The video conferencing option has provided a solution to overbooked meeting rooms, and the instant messaging feature is already cutting down on the number of emails being sent.”

Scotiabank

Scotiabank prides itself on “being a technology company providing financial services.” As a long-time Avaya customer—and a beta customer for Avaya Oceana™ and Avaya Oceanalytics™—Scotiabank is on a digital transformation journey to better serve bank customers worldwide. Scotiabank contact centers located in Canada and the Caribbean & Latin America region have benefited from a next-gen centralized architecture leveraging the latest Avaya solutions to better serve customers.

Scotiabank has already developed and deployed Avaya Oceana and Avaya Breeze™ apps, and continues to innovate in an ongoing drive to improve customer service and meet customer needs in a competitive market. The success of Scotiabank’s transformation program has enabled the bank to move with greater agility, improved reliability, and speed to market. This has changed the framework for deployment from months/years to days/weeks while improving the overall ROI/TCO.

The Crossing Studios

The Crossing Studios is one of Vancouver’s largest and fastest growing full-service studios and production facilities for film. The firm caters to companies like Fox, Nickelodeon, Showtime, and Netflix. The Crossing Studios were unhappy with the stability and quality of the disparate systems previously in place across their seven studio locations. In 2016, The Crossing Studios deployed a Powered by Avaya IP Office solution offered by local provider Unity Connected Solutions.

Powered by Avaya IP Office has improved stability, reduced TCO and provided the advanced features that the business needs to serve a very demanding film industry client base, including high scale audio conferencing, extensive web collaboration, and rich multi-vendor HD video conferencing. CTO Mark Herrman says, “We needed something that would support our rapid growth, support our clients, and support our bottom line. Thanks to IP Office and the hosted cloud model, we’re able to keep pace with dynamic, fast-moving film productions, staying as flexible as our clients need us to be.” Estimated savings are in the six figures for the first year alone.

Walgreens

Walgreens is using custom Avaya Snap-ins to bring centralized contact center reporting capabilities to local branch sites, for compliance purposes and to help improve the overall customer experience. Avaya Professional Services were instrumental with the deployment, which relies on an Avaya Pod Fx infrastructure.

These companies are each leaders in their respective industries. As part of their digital transformation journeys, they recognize that when it comes to selecting a trusted technology advisor, “experience is everything.” #ExperienceAvaya.

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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.

A Business-First Approach to Digital Transformation

In part I of this series, we explored the definitions of Digital Transformation, IoT, and Smart Enterprise.

Digital transformation goes beyond normal organizational evolution. It is a metamorphosis enabled by new sources of information and new ways to interact with an organization’s eco-system. It’s said that “necessity is the mother of invention”—meaning we are satisfied with the status quo until some external force motivates us to change. An evolutionary breakthrough requires an external force that threatens organisms’ very existence—they must adapt or die. The Ice Age was a massive external force that caused many organisms to change. Likewise, today digital transformation is forcing change in businesses. And note that today’s external forces behave more like an incoming meteor than a slow-moving glacier. Slow evolution will not work here.

Over the last three decades, we have seen organizations change with the Information Age. The Data Warehouse phase illustrated valuable information existed in operational financial data that could be used to improve efficiencies within organizations. While working for EMC (now DellEMC), I had a lot of conversations with customers about building storage infrastructures for data warehouses. When sizing a storage infrastructure, knowing how much data is going to be written and how long the data will be stored is required. I was always amazed at how little guidance was provided to IT organizations from the sponsoring Business Unit as to the amount of data needed to be stored in the warehouse. The BU didn’t know what data they were going to collect, nor did they have any idea how long the data would need to be stored. We were often faced with sizing a project to collect everything and keep it forever. Bottom line: the BU didn’t have a clear set of objectives and believed if they didn’t jump on the data warehouse bandwagon, they would be destined to fail.

I am of the opinion that many organizations today are facing similar situations with IoT. Amara’s Law states, “We tend to overestimate the effect of a technology in the short run and underestimate the effect in the long run.” Gartner’s research methodology, based on Amara’s Law, portrays its curved Hype Cycle in five phases. We may never know exactly where we are on the Hype Cycle—we can only tell where we were. For example, we can’t identify the peak until we see a decline.

I think we are somewhere on the left-ascending slope with inflated expectations and believe we have yet to reach the peak. I also consider the trough is an industry phenomenon and one that individual organizations don’t necessarily have to experience. It is the old story of missing goals: was the goal too high and, therefore, unattainable or was the goal appropriate and execution was faulty? Accurate goals are predicted by experiences. New technologies, by their nature, are hard to accurately predict since we don’t have the experience to base the prediction upon.

A Digital Transformation Game Plan

Just because we are early in the hype phase doesn’t mean organizations shouldn’t be investing in IoT, but they should think business first and technology second. For example, when data warehouse customers approached their projects with a clear set of business challenges and objectives in mind, their projects were more successful than those who led with technology. This doesn’t mean that organizations that started with technology first weren’t eventually successful; they just spent more time and resources getting there.

A smart enterprise is one that looks at their place in the world today, seeks to understand how their environment is changing, determines how they need to evolve, and looks to technology, people, processes and data to determine how to reach their goals. As I point out in my blog about data loss, if you defined yourself in the 80s as being in the record business, you had a short life expectancy. But, if you defined yourself as being in the music business and were able to take advantage of the digital transformation at the time, your brick and mortar storefront could have evolved into a worldwide enterprise. As history showed, it was the new businesses that profited from the digital music industry emergence.

An Illustrative Example

Let’s take a look at a couple of anonymous hoteliers—Property A and Property B. Both properties are full-service five-star providers catering to business and leisure travelers. Both are seeking to improve their on-premises guest experiences. Marketing at Property A has determined their customers want star treatment. Their customers are looking for a high-touch experience, where the staff and employees know their names and can anticipate their every need (based on past experience). Property B determined their customers want a fully-automated experience—minimizing staff interaction, while maximizing guest independence. Both organizations:

  • Set clear objectives
  • Identified the loyalty app on their guests’ smart phones as the key to providing the desired guest experience

When a guest arrives at the front desk at Property A, the concierge greets them by name with their room reservation already pulled up on the console. The guest’s loyalty phone app identified the guest with the property’s wireless location-based service, prompting the guest’s photo to be displayed on the concierge’s console. When the guest stepped up the desk, the concierge selected the correct picture to get the guest’s information displayed on the screen. To the guest, it appears the concierge personally recognized them like they were a sports or entertainment star.

When a guest arrives at Property B, the guest’s loyalty phone app signals the wireless location-based service that the guest has arrived. The guest is checked into the hotel automatically. The guest room number and electronic key is pushed to the app on the phone and the guest goes directly to their room without ever talking to property personnel. The app may even provide turn-by-turn directions for the guest to get to their room in order to avoid asking for directions.

Both properties are similar with two different business goals. Looking at the two solutions from the Internet of Everything (IoE) perspective presented in part one of this series:

  • IoT: In these examples, an app on the smart phone is the networked device.
  • Data: The high-touch model requires photos of the guest and/or their family members. Property B needs to tie PCI information to the app with requisite data protection requirements.
  • Processes: These solutions need to tie the new functionality into the existing systems. If these properties belong to chains, how will information be updated and shared with the other properties. Will data be replicated locally on-demand when guests book a reservation? How long will it take for data to be updated? If the guest books a reservation from the parking lot or cab, will the data be ready when the guest walks into the lobby?
  • People/Personnel: Property A needs to train the desk clerks and other personnel that are expected to provide the star treatment to guests. Sensitivity training on how to handle the guest accompanied by a woman that does not look like his wife would be valuable. Property B personnel need to be trained how to respond when the app doesn’t work correctly and how to interject themselves into the process with minimal impact and maximum efficiency to the guest.

For more about digital transformation in hospitality, read the Avaya blog Five Ways Hotels Can Build a Successful Digital Strategy.

IoT and other emerging technologies, like artificial intelligence, are providing the capability to respond to environmental pressures and business opportunities in significantly new ways. I propose that while everyone will be successful with IoT (eventually) or become extinct, the enterprises that start with business requirements first and apply technology (old and new) second, will become smart sooner and last longer.