Communications Experience in the Age of Intelligence
Welcome to Avaya ENGAGE Las Vegas 2017. View Gary Barnett, Sr. VP and GM, Engagement Solutions keynote to learn more about the Communications Experience in the Age of Intelligence.
>> Ladies and gentlemen, please welcome Gary Barnett, Senior Vice President and General Manager, Engagement Solutions.
>> Morning, everyone. Boy, how nice it is to see a full house on a Monday morning. I'm fortunate enough that I'm gonna have five partners that we're gonna try to squeeze in here over the next few minutes. And, if you think about last year when I was in front of you, it was a lot about what we were gonna do over this next year.
And we talked about contact center, unified communications, we talked about several things. In fact if you remember, we displayed our Vantage device for the first time in public, our new all glass device. So last year was about what we were gonna be doing from a road map point of view.
What you're gonna see this year from an innovation point of view and product is what we achieved over this last year. And not only that, but some very new, very exciting partnerships that we've forged over this last year. You're gonna hear a lot about that over the next few minutes.
There's really three key things that I'd like for you to take away over these minutes. One, of course you won't be surprised, is cloud. In fact, one of the themes that you're gonna hear over the next three days is this idea of get loud with cloud. Because that's a lot of our focus is going into exactly that.
And of course, cloud means lots of different things, you're gonna see lots of new innovation, lots of new offerings, lots of new deployment models and business models when it comes to cloud, you're gonna see some great partnerships there. The second thing that I want you to take away is around systems integration.
As Kevin talked about it's this ability to bring very disparate things together in a very unique way. No two of you are gonna have the same contact center. No two of you are gonna have the same enterprise. So that systems integration is really important, and of course we can't do that alone.
We need our partners, we need our systems integrators. You're gonna hear a lot more about that. And then lastly of course is innovation. You're just gonna see some phenomenal innovation that we've put together over this past year. Things that we've had in flight for even the last three years.
And at the showcase you're gonna have an opportunity to see many of those in actual practice. Now I thought I would give you an update from what I talked about last year and just show some of the things that we've achieved, and things that you'll have an opportunity to see.
The first of those of course is Breeze. You remember last year we rolled out Breeze as our third generation platform. We continue to invest heavily in Breeze. I'm very happy to say that over this past quarter we actually crossed over the 800th implementation of Breeze live in the field.
So congratulations to everybody for that.
>> Not only that, but as far as the desktop licenses that are already out there for Breeze, this past quarter we crossed over the 6 millionth license on the desktop to interface breeze, even more phenomenal so again, congratulations.
>> So Breeze doing very well. That's that innovation that I talked about. Very unique, it is the key of how you bring that integration and innovation together. Now, I also talked last year about our next-generation contact center. Very happy to say that it is now generally available, has been since this past October.
All of you are gonna move to Omni Channel. You're gonna have no choice. That's what your customer is gonna demand in your contact center. That's what Oceana is all about. The other thing that's phenomenal about Oceana, it's all built on Breeze. So not only are we proving that Breeze is a great platform and highly innovative, very scalable.
But it is also the platform of choice for us to build our new applications. So while you're here, make sure you have an opportunity to see Oceana in action. Very new, very innovative desktop. Lots and lots of integration possibilities and customization, because it is based on Breeze. The other element that I wanted to give you an update on is Equinox.
Remember last year at this time, we talked about next generation unified communications. How the Enterprise is moving to Omni Channel, as well. Can't tell you how many times I may start a conversation on chat, and I may elevate that conversation into video while I'm still on chat, or a voice call while I'm still on chat.
So it's not just Omni Channel, but it is this idea of multi touch all at the same time. Our release there is Equinox. You'll hear a lot about that over the next few days. And that's our next generation unified communications. Again, a huge amount of Equinox all built on top of Breeze.
So when Kevin talked about these non-static workflows, you're gonna see a lot of that as we go forward. Any Avaya that you see here, stop them and have them actually show you Equinox running right on their mobile phones. It doesn't matter if they have an Android or an iPhone.
They'll show you exactly what it's like to have unified communications in their pocket, running not only on their desktop, but on their mobile devices as well. And then finally, over this past year we released the Breeze Client SDK. Many of you today already have that in your hands, you're writing some custom applications.
And this is where we have taken the desktop, whether it's UC or CC and we completely opened that up. So anything we do in our applications, you can now do that in your applications. That's where systems integration comes into play. If you'd like to say, I don't want the Avaya desktop, but I want its capabilities embedded right inside of the application that my employees or my agents use the most, no problem whatsoever.
The same SDK that we use to build our applications, is now completely available to you. Not only that, but, everything that we have done on Vantage, the new all glass device, also exposes the client SDK. So, open is really part of that whole innovation cycle that we have been in today.
Now just to remind you of what I call the big picture because you're gonna see this as we go through some of the partnerships that I'll talk to you and have folks introduce you to. If you start up in the top left-hand corner, customer engagement applications, all about contact centers.
Big, big focus obviously for us, that's where Oceana sits. If you look at the top righthand corner, that's all about team engagement. Unified communications, that's where Equinox sits. If you look at the bottom lefthand corner, a relatively new area for us. Now we've been in reporting forever. In fact, many, many of you live and die by the reports that we generate for example off of CMS or experience portal, any number of applications that we've had.
That is all now consolidating over time into what we call our analytics. So, it's no longer just about the reporting side, it's about opening that platform up, and allowing you to get your hands on that data for any way that you would want to use it. Reports, influence work flows, virtually any use case that you can think of.
That's where Oceanalitics sets as part of the Oceana family, and then finally bottom right hand corner is platform. That's Ora, as you know, we're in the 7.X release of Ora. That's also our IP office platform for those of you that may use it in branches or mid-market. We're in our 10.X release there.
And then Kevin mentioned earlier with our Xang Cloud, or Xang Communications Platform as a service, it also fits into that platform space. It's just a pure cloud, multi tenant solution. So a whole new platform that we've been moving to in the last year. And then of course Breeze in the middle that just pulls all that together.
And becomes the foundation for work flow, for attribute-based routing, for context. For your ability to do custom development. The other thing that I'd like tell you that we made a lot of progress in the last year is we opened up our Snap Store. Any of you can go visit it, many of you have.
In fact some of you in the audience that are our partners have actually put your custom snap-ins up on Snap Store. Last time I looked, we were over 30 custom snap-ins total, and about 50% of those snap-ins were from our partners. We have a goal that by the end of this year to easily cross over the 100 custom snap-ins that are available to you.
Many of those on a no-charge basis. You just go up, download those, plug those into Breeze, and now you have a brand new capability built right in. Now I mentioned cloud as kind of one of those three pillars that I wanna talk about today. And I wanna introduce you to our first partner that I'm gonna have on stage, who really personifies cloud.
When you think of cloud and cloud solutions that it's been in the market and really pioneered it, there's no one better than Salesforce. So I'd like to introduce to the stage John Hernandez, the COO and Senior Vice President at Salesforce of Service Cloud. John?
>> Hi John, great, man, it is great to have you here today.
>> Look at the crowd out here, it's fantastic.
>> It is, it is great.
>> Listen, like I said, nobody epitomizes cloud more than Salesforce. You guys have found it to be the crux of what you do. We're doing exactly the same thing. So just talk a little bit about cloud if you would.
>> Yeah, it's foundational to everything we do at Salesforce obviously. We only have a cloud offering out in the marketplace. But that multi-teneted, metadata-driven type platform allows us to deliver on things like, Gary, you were talking about and what Kevin was talking about, putting the customer first.
>> And the speed of innovation that happens when you go to a cloud environment is tremendous. Three releases a year allows us to just bring innovation out as fast as it can come out to the marketplace. Customers are adopting it every day.
>> Exactly, they've really gotten used to that agility, haven't they, over, it's part of the fabric.
>> It's amazing when you see large regulated industries like banks and insurance companies and even government running to it now just because of the speed at which they can get innovation.
>> Yeah, that's amazing. Big change, isn't it?
>> Now we have some exciting things to announce.
So why don't you kick it off of the relationship between Salesforce and Avaya.
>> Sure, absolutely. So as we were going through the planning of our next round of go-to-market into the customer care arena, namely around contact centers and customer service, Kevin, you're spot on. Mobile first is where everything's going.
Contextual insight of putting the customer at the center of those types of activities to make sure that you're servicing the customer and not your corporate organizations, if you will. I look at my 13 year old daughter and she teaches me so much about where the world's going these days.
The amount of data that she uses on this device is tremendous. It's just crazy, it's a machine to her, right?
>> Yes, it is, it's amazing, yeah.
>> And to Kevin's point on just the speed and ease of being able to change things. Well I got a bad story from yesterday.
I was changing my flight coming here yesterday. And of course the airports on the East Coast were shut down because of the big nor'easter that went on, right?
>> So the hold times were tremendous on the call centers. But as I went into this, I could just simply change my flight on the app.
Very easy to move through all those types of experiences.
>> Or my credit card card company, when a fraud detection alert comes up, what do you get? An SMS, simple. Push back, yes or no, that's my charge. And that's the world we're moving to. And companies are really trying to run there as fast as possible.
But I tell you, I've been to some high end brands, probably some of the folks in the room here, I still see those green screens. I still see those AS400s toggling around. And that's not driving a customer first advantage. And so we need to start thinking about collectively in the industry, how do we embrace these things?
And when we talk about Avaya and Salesforce, It's about that conversational service. How do we start with no touch, like what I was talking about in the mobile? All the way up to low touch of combining our assets around unified communications from you guys. And the digital channels between the two of us, all the way up to a high touch when you need to have that video immersive experience like Gary's been talking about.
>> In fact this is a natural because when you talk about user experience, particularly on the contact center side, we're number one in the contact center side. You're number one in the CRM side. So it just makes a lot of sense that we would bring this together with tight integration, mobile, desktop, any form.
>> Absolutely, and providing that 360 view of the customer, that contextual service that puts them right at the center as Kevin mentioned.
>> Right, exactly, now how can they find out more?
>> So the best thing to do is reach out to your local sales rep. This is all happening in real time between the two companies here.
We'll have lots of people here at the show today to engage with you guys. But if you reach out to your local Avaya rep, they can hook those types of things up for the next level.
>> That's fantastic, John, thank you very much. Exciting times, great, thank you.
>> Thanks, thanks a lot, thanks, Gary.
>> And that's really what that systems integration is all about because we're in the communications enablement. We're into work flow, we're into attribute-based routing. It's all about policy now. And so with these two together it just makes it very powerful when you talk about that service and CRM application.
Working with contact center, unified communications, all the applications that you have that are communications enabled. Now I talked about kind of the first attribute that I wanted to spend time on today, which is cloud. And of course Sales Force epitomizes that adoption of cloud. But what we're also finding in the cloud world of communications is that the first to start moving there was Midmarket.
But now we're starting to see this trend where the Enterprise is moving communications to the cloud as well. And one of those vertical segments that we see movement there is in business process outsourcing or the BPO side of things, particularly on contact center. So at this time I'd like to welcome Mo Afshar, the CEO of Spoken, as well as Jake Chacko, who is our Corporate Vice President at Avaya, gentlemen.
>> Good morning, Jake, how are you?
>> Mo, great to see you.
>> Great to see you.
>> Great, great, now of course, I talked about how enterprises are really starting to think about the cloud. Jake, you're very close to that, what are you seeing out there?
>> So Gary, you said allowed on cloud and within cloud you just said enterprises. We're refocusing on enterprises. That and within enterprises theres a subsegment which is the business process outsourcer. A very important subsegment for our customer engagement. And one of our C-Cast partners, Spoken, has built a contact center as a service that they offered for the last several years to large contact centers, particularly this BPO segment.
So about seven months ago, we said hey, let's get together. And can we co-develop something for the BPO market, right? And what has come about and we're just so excited to announce today is the Avaya BPO Cloud that we not only co-developed, but we're gonna co-operate and cooperate in every sense of the word.
And this Avaya BPO Cloud, Gary, if nothing else it's for the BPOs but there's three things. One, it's the best BPO Cloud out there in the world. But two, particularly if you're an Avaya customer that's used to elite and skills routing and CMS.
>> There is no easier path to go to the cloud than our Avaya BPO Cloud.
And third, and and and, you are talking about all the futures, when we take skills routing to work assignment, policy driven. You take CMS reports to Analytics. Because we're code developing, there ain't going to be anything better in the future either.
>> Moe, Jake mentioned this idea of cooperate.
How the dev op site, very important in cloud. Tell us a little bit about because you guys have a long history in this. And it's really seen as someone who understand BPO, understands Cloud, and understands also that they have the opposite of things.
>> Absolutely. Very happy to talk about it.
I've spoken as 10 year old company based out of the Seattle area and we've developed a multi-teneted platform on top of the customer engagement solutions from Avaya. And it was interesting hearing John a little bit earlier because when I went to Spokane about a year ago, what I saw was a very similar cloud first multi-teneted architecture, as the one that was implemented at sales force.
Because of my previous company I worked pretty closely with sales force, to help them implement that platform. And this entire contact center is a service offering that we've really been working with Avia over the last five years on, that we're really extending and integrating the partnership. What we see is a fundamental game changer in the industry and it's powering some 40,000 agents already today.
>> Wow, and I think the important part Jake, is. this is an Avia offering with the strength of spoken from their ability to develop, their ability to cooperate. So talk a little bit about the offering itself. And the movement to cloud.
>> So the offering, Gary, as I said is one is we said and I think Kevin mentioned it We can straddle both the legacy world and the future.
So BPOs live in both worlds. This is a smooth migration. Whether the BPO is serving Aunt Mamie or Uncle Jake. Man, I'm scared about that for AARP and calling in to get insurance without a medical examination. Or serving Shutterfly.
>> Where my kids want to put together an album for our anniversary, and they can curate a photo album.
A BPS handled that spectrum of customers, and so this offer can both, now and the future, straddle both.
>> It's gonna allow us to get there very, very quickly also, which is fantastic.
>> Moe, how can they find out more.
>> Well, we've got booths. We've got demos both at the Avaya booth as well as the Spoken booth, and Jake and I are gonna do a beer bash this evening.
We're meeting at the Spoken booth at around 6 PM and we're gonna go somewhere together.
>> Beer the important word there.
>> [LAUGH] Great, Moe, thank you very much, congratulations. Jake, fantastic. Thanks guys.
>> Now I talked again about one of the key pillars is systems integration.
And as you know as you start thinking about your use cases and how you're gonna bring your unique solutions to market, there may be all types of great products out there and great solutions out there but how do you bring those together in some very unique way. And that's all about having that experience of large system integrators that really understand how not just bring contact center to marketer, how to bring unified communications, but the entire ecosystem.
And I'm very happy today to introduce Dave Paris who is the Chief Technical Officer at Hewlett Packard Enterprises in their software and services solutions. David.
>> Hi Gary. Good to see you.
>> Hey good morning.
>> Good morning.
>> You know we have talked a lot about systems integration and cloud.
Just talk some about what systems integration how important that is and why.
>> Sure absolutely. So systems integration. From a Hewlett-Packard perspective and speaking around our relationship with I see a couple of different areas. One is strategic transformation, helping enable our customers and our partners with transforming their enterprises to meet the requirements of cloud and the new paradigm for how we do business in a customer interaction perspective.
The other thing I think of when I think of the value and power behind a system integrator Is this notion of industry insights. The real value of an integrator that has experience in a vast number of industries is the fact that we can identify very innovative use cases and bring those to bear from the good of our customers.
>> Now we're here to announce today something pretty big. Talk a little about what we are announcing.
>> Absolutely, we are extremely excited to share with you The availability of our customer service contact center on demand VPC offering. We call it Customer Experience On Demand, VPC. It is the first globally available virtual private cloud contact center service.
It is designed to be regulatory compliant and to cross virtually every industry out there. So we're very excited to.
>> Yeah. [CROSSTALK] And the practice you have is very important. Because you're bringing up a lot of things into this, not just the contact center communications side. And then you also have a lot of people who are experts in this area.
>> Absolutely. We've actually, we've got 1300 Avaya professionals inside of Hewlett Packard Enterprise. We've got folks in virtually every industry, we you know traditional ITO, telecom services, health care, all the different industries, automotive, you name it. And we bring these people together and we look for innovative ways to use the applications, Oceania and so forth.
And we can come up with very unique, compelling, systems.
>> You mentioned verticals. In the systems integrations world, where you're into these big solutions, big projects that touch a lot of a lot of different things.
>> You often run across verticals, don't you.
>> Absolutely, absolutely. A good example.
Let me just, very quickly identify a use case if you don't mind.
>> Sure, absolutely.
>> Right, so one vertical that of course is growing extremely fast is health care. Health care and the intersection of IOT, internet of things, and pharmaceuticals and so forth, that's an area that we see exploding right now.
So what we've been able to do is look across these different areas and develop use case scenarios with Breeze as the background and under of this solution. And what we can do is you can connect Breeze and the customer experience services to connected devices. Health monitoring systems for example systems that keep track of blood pressure, drug levels, heart rate so forth.
And that information can be real time distributed to the individuals, the doctors, to specialists that manage that patient's care. Or to those that manage a clinical trial, for example, for a new drug. It's very exciting.
>> Yep, excellent. So where can folks find more.
>> Well, you can go to the extremely complicated URL, it's not quite a vanity URL that we had intended.
I suggest taking a picture. [LAUGH] We'll have a better one for you soon. Check that out. The other thing I'd like to say is tomorrow morning, 10 to 11, we're going to be at a customer connect session in Room 121. We'd love to have you come by. We'll share a nicer URL with you, but we'll also, more importantly, be able to discuss all the the nuts and bolts about what makes our C XON demand vpc offering so special.
>> Fantastic. David, thank you very much.
>> Thank you so much, appreciate it.
>> Now, David talked about their practice that they have begun and the experts that they have in breeze And one of the keys to the success of Breeze, is systems integration. So to have experts like Dave, and his team, and others, that understand how to build unique use cases for you, workflows for you custom snapins for you.
That systems integration is really important to us in the ecosystem of what it is that we wanna achieve over time. But we were very successful at that with this last year and now with these new partnerships, we're in a very good place for 2017. Now also talking about Breeze and how open it is.
And another key thing that you're going to hear a lot about, not just here, but in the industry in general, is the internet of things. In fact, tomorrow You will hear from Mark Randall on the networking side of the world, that Internet of Things is absolutely driving that world, as well.
And Breeze and our platforms are positioned very well for the Internet of Things. So to talk a little bit more about that, I would like to invite David Lever, who is the Vice President of Strategy and Technology at Arrow SI. David?
>> [LAUGH] Morning, David.
>> Thanks, Gary.
>> Great. Now, we've been talking a lot of about cloud. We've been talking about systems integration. Tell us a little bit about Arrow and recently you've even gone through a name change with Arrow SI.
>> Yeah, we're so into systems integration that we changed our name. But it really starts back in 2011 when Arrow Electronics acquired two big companies.
You know them as Cross Telecom, which was a big Avaya reseller. And Shared Technologies, which was a big Nortel reseller. Combine those organizations leveraging kinda the synergies of all of that. But really has evolved us into more of that systems integrations role. So obviously we're still one of the biggest, coolest, Avaya resellers.
But it's more than that, it's about, what are we gonna do with that technology, and again about two years ago we changed our business units name to Systems Integration. Because not only are we reflecting that within our customer base but we're also doing those same actions within Arrow Electronics as a whole, which, I don't know if you knew is a $24 billion industry, or business rather.
14, 15 billion of that is in electronic components that we distribute to manufacturers that build literally everything that is on your desktop, in your pocket, all of that. But it's also a $9 billion business that we sell in data center, and everything that you'd find from products and technology, so they need a systems integrator to come in and say how can we make all of that work together.
>> One of the things your audience may know is that arrow when it comes to things like sensors for all kinds of things, you're just huge in that marketplace I mean multibillion dollar business-
>> So we see a couple of things here you know we see all the way from a robot to a cow.
>> A cow.
>> I'm certain the audience is going, what's the connection between robots and cows? But just talk a little bit about these use cases and this mega growth industry of sensors.
>> Well, it's interesting. Like I said it's so diverse and McKinsey and analysts at McKinsey made an article not too long ago that said, any business that fails to invest heavily in IoT in the next ten years is unlikely to remain competitive.
And I'm like, wow, that's a pretty bold statement. But the more use cases that we're seeing with the customers is playing that scenario out and all the way from cows. So we had a dairy farmer approach us with an idea. He came in with an idea that said, I need to be more competitive in my industry of raising cattle and I need to find a way to more efficiently monitor their health.
Well, again, studies show that if you monitor the temperature of a cow constantly, you can predict health issues. And so, obviously he's like, can you help me build a sensor that can be put in the stomach of the cow that I can get tracking all of that, and when the temperature rises to a certain level that they know is gonna lead to an issue, it notifies the farmer that, hey, I'm a cow, I have an issue, I need it now so it's literally giving voice to a censor.
>> So that's really interesting so for the audience tie together the connection the sensor that might be a robot or a cow or who knows what, to the Avaya innovation, cuz it's all about communication.
>> Absolutely, so at Ulster, we call it the sensor to sunset value proposition.
And it selfishly, it ties together all of our business units within Arrow. But it starts with a sensor, and there are thousands and thousands of sensors out there monitoring everything that you could think of. The only problem with that is that sensors typically output voltages. Well, what are you gonna do?
There's no way to bring that into a vector.