Enterprise Connect Keynote-A Smart Digital World
Gary E. Barnett introduces two major Avaya developments in this keynote. Say hello to Avaya Breeze, the new face of the platform that allows users to implement applications that touch analytics, customer engagement and team engagement applications, and communication platforms. It has the ability to write custom snap-ins as well as snap-ins from Avaya.
Next up is Zang, a subsidiary of Avaya that is 100% cloud based. First, it is a comprehensive communications platform as a pure cloud offering. Second, it is a complete application as a service--stand alone or embedded. Lastly, it is the world’s strongest development environment that allows users to put applications together quickly and effectively
>> Morning, everyone.
>> Over the next 27 and a half minutes, I'm gonna talk a lot today from what I call the A to Z of how communications is really transforming engagement. How you engage with your customers, how you even engage internally. And I have some great guests with me today that are going to help me With really describing to you how not only we've transformed, but how you're transforming.
And probably most important, how your customers are transforming. Now, what you see is what I really like to call the big picture. And why do I say that? Well, I think probably for years and years now, the industry has really portrayed this idea of engagement, whether it's customer facing or employee facing as being complex, hard to get up and running.
Takes a lot of time. Once you get it running, you don't want to touch it.
>> And I want to spend some time with you today and just talk about how it's now all about simplicity, it's all about the reduction of complexity, it's all about speed. All of you have incredibly urgent projects that you have that you have to get done, and when I say urgent, I'm not talking about the traditional two years of urgency.
I'm talking about the two days of urgency, the two weeks of urgency. So let me walk you through for a second and then talk about the exciting things that we have in this big picture. Firstly, if you take a look in the top left hand corner, it's all about customer engagement applications.
Think of this as your world, that faces your customer. In the top right hand side, you see team engagement applications. Think of this as what faces your internal employees. And what's interesting is that these two worlds are starting to converge. That there's no longer these big silos between what happens in the customer facing world and what happens in the employee-facing world.
Bottom left is analytics and really for our industry, this is kind of a new space to start talking about. And I quoted out here separately because analytics now has to really stand on it's own. It's no longer reporting buried in a whole bunch of different siloed application is that analytics has it's own place at the table now and being incredibly important.
When I talked to you and our partners and others Inevitably, analytics always comes up as one of your top priorities. Bottom right-hand side is the infrastructure of the platform. It has to be scalable, it has to be reliable, and it has to be appropriate, again, for customer facing as well as employee facing.
The last thing you wanna do, is bring up a dozen different infrastructures, and try to get those to all play together. On the top left hand side or far left hand side, you see fabric networking. This all has to work on a very reliable, very scalable, highly integrated network.
And then deployment models, all sorts of deployment models. Pure cloud, hybrid and virtually every combination of those. Now, this week we were very pleased to announce things in most of these areas. The largest, most significant release in the history of. The example was our ORA 7. Elite 7, session border controller 7 and a little bit more on what you have known in the past as Engagement and Development platform.
Now, what are some of the significant things with what it is that we released? First of all, they all released concurrently. So now it's no longer releasing team engagement separate from customer engagement. They are all available to you concurrently. Secondly, as it's 100% software, 100% virtualized. So this is no longer the proprietary hardware, this is no longer even having media gateways involved if you choose to go with the pure 100% software.
Still just as scalable, in fact, more scalable than what we've had available in the past. The second is seamless integration. Because this is now a full software stack, much easier to integrate, both into new applications that you're building, as well as existing applications. Orchestration and workflow automation you see in the center is very important.
And that has to be a breeze to work with. It has to be something that is fast that allows you to put your applications together quickly. Multi-layer security with what we announced with Session Border Controller seven. Again, not only is analytics a hot topic but so is security, and then finally it has to be simple, it has to be open.
And I'm not just talking about API open. I'm talking about completely open flat form that allows you to put on the flavor to let in use case that your business net. Now, also we talk about this week the OnAvaya Google Cloud Platform. Now this is the pure cloud play that we have that has customer engagement or customer facing context in our applications.
We're very happy to announce that this has now been extended not only for customer facing, but also for employee facing. Which means that the Avaya on the Google cloud platform includes not only contact center. But now also includes unified communications, all built on the rock solid IP office and IP office contact center solutions, it now works on virtually any device.
Meaning that not only is it based on Chromebook, but you can run this on any browser, on any device. And also should mention as you would expect from a pure Cloud Play available on a monthly subscription both UC side as well as contact center side. On the analytics, the best thing I can say here is stay tuned.
We are certainly leading the way on having analytics stand on it's own. You'll see some important announcements from Avaya over the next couple three months about new entries that we're making into the analytic space. So again, stay tuned to this space. Also in the secure fabric networking is our Pod FX.
You've known in the past that we've had collaboration pod. We've taken that to the next step, so this is a complete turnkey solution. All the way from networking to storage to all of the open servers to all of our applications on team engagement and customer engagement. You just literally roll it in the door and plug it in and you've got everything that you need.
We're having great success with this in the SPSI world that's using this to power their own cloud solutions. It's a great turnkey solution. And then of course none of this would be possible without world-class services. Not just implementation services, that consulted Dev services from Avaya and our partner network.
Now, I left the best for last there in the center which I've labeled automation and workflow orchestration. And as of today, we have released our third generation and this is now called Avaya Breeze. So, this is the platform that allows you to implement applications that touch any of these areas in the big picture, very, very quickly, completely workflow driven, and has the ability to write custom snap-ins along with snap-ins from AVAYA.
This is about fast, reliable, scalable development of your particular use cases. Doesn’t matter if those are customer facing in your contact center or whether those are employee facing in your enterprise. Breeze is the platform that allows you to get there reliably and very quickly. And as I said, this is our third generation, very mature, running hundreds of thousands if not millions of transactions today.
Now, none better to talk about Snap-Ins and the extensibility and why Breeze is so important than from hearing from a customer that is literally running their business today, particularly in communications and engagement with Breeze and these Snap-Ins. So I'd like to welcome to the stage Nick Kwiatkowski from the Telecommunications Architect from Michigan State University.
>> Thank you.
>> Hi Nick, how are you this morning?
>> Great. Now you started back in the engagement development platform days, and of course now, third generation that's named Breeze. You guys started with just one simple application when we first started talking to you. Talk a little bit about that.
>> Yeah, so one of the first applications we did, we actually were able to leverage an existing application that we were actually outsourcing. Bring it in house, and we were able to utilize things like text messaging, email, all that type of stuff in one application to really enable elevators.
>> To be able to better communicate with our call centers and be able to provide better customer service when people are stuck in an elevator.
>> You don't usually think about elevators in communication.
>> Until you're stuck in one, right?
>> Yep. And also at Michigan State University you guys don't have one elevator?
>> No, we have about 500 or so. [LAUGH]
>> Right. Okay. So that was a pretty simple application and if I remember right you guys had an internal hackathon and someone said, hey, I think we could take Breeze and implement this application and it started from there, right?
>> Yes, so really what we ended up doing was we had the timing just ended up working really well when that original contract ended. But we were able to utilize a student hackathon where a group of students were able to build the application in about two weeks. Two days, sorry.
>> And we were able to actually roll that out in about two months or so, into production with full certification, everything that we needed to do.
>> Wow, so fast development. Obviously, you have to do your testing to make sure it works with all your systems, and a roll out.
>> I mean those are things that in the past you would have never thought in terms of low single digit months, right?
>> No, no I mean a project like that would have been three months if we would have outsourced it to a vendor, if we would have had something custom built with any other solution it would have been a year at least.
>> Okay, so you started with that application and then it kinda caught fire from there, right. People learned about Breeze and saw what it was like. Now, tell me about what's happened?
>> We've got probably about 40 or so applications out on our system today, developed some by customers, some by us.
We're across the board as far as what we currently have.
>> Yeah, it's really quick to build applications, and because of that really quick, iterative design, it makes it really easy.
>> Yeah, and you talked about the elevator but there's a lot of other things that you've developed as well, so it isn't just that type of communication.
I think when you and I talked earlier, is you're seeing just a wide variety of applications. Tell us about a couple of those.
>> Yes, so I mean we've got things like our bike shop, for example is we're able to do text messaging out of our bike shop to let people know about when repairs are finished and things like that.
We've text enabled-
>> Important to students. Right and usually their only mode of transportation.
>> And especially for a big campus like us. But things like our parking system, we've text enabled our parking system. We've been able to integrate EDP into our call centers for high volume and high density donors and things like that to the university to be able to track them.
>> So the bottom line is, is this has been very use case driven. It all depended on what your users wanted to solve. And then you were able to take Breeze and it was easily adaptable to what it is that you needed to do.
>> Yeah, we were able to do those, all those kinda edge cases that the phone system wouldn't necessarily always have done.
But it would be able to plug in these Breeze applications to be able to really allow us to make really quick applications, do those really quick use cases, and do really quick wins that otherwise we would have never been able to do.
>> Right, and the last thing is, as I remember, I saw you speak one time, and you said that this really made your organization completely relevant to the university.
You went from kind of being thought as the dial tone guys, to now you're the go to team, that says, look I have a business problem, Nick, help me solve this.
>> That's really it. Let's be honest, people aren't asking for phones on the desk anymore. I hate to say that to somebody from Ohio, but.
>> But really when we're talking about being able to build these applications and really do that communications enabled business processes.
>> Really bring in the ability for us to integrate all these different platforms together. And be able to do a phone call, do text messaging, aggregate e-mail, social media, all these other things into one platform.
It is really important for us.
>> Nick, I'll trade 40 desk phones for 40 Breeze applications any day.
>> Great, thanks.
>> Thank you very much. Great, thanks, thanks Nick.
>> Now, I talked about Breeze, and now for a couple of years, as this platform matured into third generation, as most of you know, the way that the flexibility is shown with Breeze is through what we call snap-ins.
It's very easy for development teams like Nick to add functionality. And if that's all done through a snap-in. We are very happy to announce this week at Enterprise Connect that we have launched the industry's first e-commerce site for both customer engagement and team engagement where partners all the way through the end users can develop and up load snap-ins.
And then end users can download and purchase those snap-ins.
>> It is now completely live, up and running. And we're gonna give you a glimpse of that. But to help me, I'd like to introduce Brian Stewart who's the Vice President of North American sales for eGain. Brian?
Brian, good morning.
>> Hey, Greg, how are you? Hang on.
>> Okay Brian, how are you doing?
>> Okay, good to see you.
>> All right.
>> Now eGain great partner of Avaya, right? And of course we do a lot of integrations in the field, there's a lot of customers today that are both Avaya customers as well as eGain.
>> Of course.
>> You guys found the Snap store and developing Snap-ins to be great for you guys. Tell us a little bit about it.
>> As mentioned eGain is an Avaya technology partner. When we first started working with Breeze our developers found it to be quite easy to integrate essentially.
>> You guys did, if I remember, the integration was the first snap-in that you did, right?
>> That's right, essentially.
>> How long did it take you to develop it?
>> Basically it only took about two weeks to develop. It's kind of funny. The platform makes integration a breeze.
No pun intended.
>> Yeah that's funny. So let's show folks, you guys of course, your Snapp in up there, and lets show people exactly what it looks like, right? Okay, so here's the front page of the Snapp Store, and, of course, it tells all about the Snapp Store and how easy it is to use.
>> And then if we scroll down, Aha! There we go, eGain right there on the page of the Snapp Store. You can see we have other partners already up there as well. Several of those, like you guys in Avaya booth. And then then customer simply moves over and clicks on the eGain snap in.
Right? Now they can learn all about the cool stuff that you guys do.
>> Okay, well.
>> And then for you guys, now, in this particular case, you put a no charge snap in up there, right?
>> Right. So essentially, with that, the snap in will be completely free to download, it'll easily integrate eGain's knowledge cloud with Avaya Breeze, Elite, and Aura.
Essentially, Avaya's made it a breeze.
>> So literally, the customer goes to the Snapp Store,
>> Downloads that, there's no charge for that [CROSSTALK]. You could have set a fee for that if you wanted to an sold it to everyone.
>> But they download that simply install that into Breeze.
>> And now the eGain system is now connected with the Avaya system regardless of whether Aura or Elite.
>> Absolutely, soup to nuts, the whole thing.
>> Fantastic, and you guys have folks in the Avaya booth and also in the innovation lounge if folks wanna get more information on this.
>> Okay fantastic, Brian thank you very much.
>> Thank you so much.
>> Okay thanks. [APPLAUSE]
>> Gosh, I didn't think I was short. Okay, [LAUGH] so eGain just demonstrates how we're able to very quickly start to sign up partners to be able to put these types of technologies up into the Snapp Store, and just how easy it is to now acquire these technologies.
There's already, I think, around 20 or so from Avaya and from partners up there. Of course, this has just gone live. You can go to the website, you can take a look at these, read about them. And then you're gonna see great growth over the next few months, as we have other partners already lined up, and then, of course at Avaya ourselves.
We'll be releasing several new snap-hands. Now, I said earlier that in 27 minutes I was going to cover everything from A to Z. And I would say at this point, I've kind of sort of got everything from A to Y, but we saved the best part for last, which is the Z part.
But before I do that, Watch this video.
>> Today, we live in a smart digital world. A world where communication turns the impossible to possible. Communication enables us to save time, to save lives. To fix things before they're broken. To remember what you've forgotten. And to work together even when we're apart. Today we can do the impossible.
Just imagine what she'll do Tomorrow.
>> So, I'm very proud to be the first on stage to announce a brand new Avaya company, called Zang, and we're launching it right now. All the things are going out on the press. [SOUND] So I have a couple of guests that I'll invite out.
But first let me tell you a little bit about Zang. Why we're very proud of this and why this is so significant to the industry. The first thing is, it's a brand new company. It is a subsidiary of Avaya. And it will have a totally different go to market motion than traditional Avaya.
Secondly is, it's 100% cloud-based. And so what is it? Lots of things on the cloud. First, it is a very comprehensive communications platform as a service as a pure cloud offering. Second, it is a complete application as a service, stand alone, or embedded. You can put this inside your own applications or you can run these as stand alone applications.
And probably third, and most significant is between the communications platform as a service and the application as a service you have the worlds most strong development environment to be able to put these applications together very, very quickly. It has a different go-to-market, as I mentioned, totally independent from the Avaya application.
So this is a brand new space for it. And it will also develop it's own partner ecosystem that will be dedicated to Breeze. Now what we found is is that the communications platform as a service industry, is a hypergrowth industry. We've seen that probably here this year and a bit of that this last year.
In fact from the analysts they say that over the next few years this will be around a $7.5 billion dollar opportunity. And Zang is the specialist on the Enterprise Quality Cloud API Messaging, where Avaya remains the specialist in the business communication space. Now, to help me introduce Zang, I'd like to invite to the stage Mo Nezarati who is the new general manager of Zang.
>> Hi. How are you, Moe?
>> I'm great, how are you?
>> Exciting stuff.
>> Last time you or I were on a stage this size, we were announcing the Esna acquisition, where you were the founder and also the CEO.
>> Now another exciting time of announcing Zane, right?
>> Absolutely, I'm happily going back to a small company and running an agile entrepreneurial style business.
>> Right, perfect. So I talked a little bit about the communications platform as a service, etc. But give the audience just a little bit more idea about what Zang really is.
>> Sure, so Zang is really created to exceed our customers expectations of what they want, what they can expect from a cloud communications platform.
As you said, we're delivering really four key components. We're delivering a world class cloud application platform with REST APIs, XML APIs that people can build applications on. We're also building a very robust development platform so our customers have an easier time to deploy and launch their applications. We're also delivering all the embedded tools and assets that Esna brought with them through the Esna acquisition to Avaya.
We're now pulling all of that into Zang and embedding that into the applications that we're provide which is the fourth leg of what we're going to market with. Which is a very robust set of canned applications that we're taking to market. The first one of which we're actually showing in the Avaya our booth today called Zang Spaces, which is our team collaboration system.
>> Well, so as you say, the really significant part is there are folks early in this market that are just the communications platform as a service, and a pretty dumb API.
>> That's their space. Then there's others that are kind of at the top end with the persistent spaces, etc.
There's no one in the middle that has a great development platform. What we've done with Zang is you've put all those together into one end-to-end solution pure cloud offering.
>> Absolutely, we're the first all-in-one solution to attack the entire spectrum of what customers want from a solution like this.
>> Wow, that's really exciting. So what makes it different? Why is it any different than the industry and certainly different from Avaya proper?
>> Well, we're really designing the applications to be this infinitely customizable set of solutions that we can take to our customers. We're also looking for partners who want to really wanna communication, enable their mobile applications, or other applications that they have.
And it's a really pay-as-you-go model, so we can really micro-build this in a per-second, per-minute, per-API call, per-user basis. So it's a incredibly flexible set of options that we're providing-
>> Into the market.
>> And completely self-serve on the web. [CROSSTALK]
>> We'll learn about here shortly.
>> Right? So-
>> Absolutely. We're a cloud-based company, a web-based company, and that's what we're going to market with.
>> Right, that's fantastic. So, customers, what can they expect from Zang?
>> Well, they can expect ease and agility for the first part, but I'm gonna actually bring on a guest who's been a customer of Zang's and building an application on Zang's platform for the past little while.
One of our first alpha customers. So I'm gonna ask Ellie Finkleman of TelTech to join us on stage. [APPLAUSE]
>> Hi, Ali, how are you?
>> How are you? Hi.
>> Great, great to see you.
>> Thank you for having me.
>> So, Ali, you're from TelTech, and you're actually already a customer of Zang, right?
>> Tell us a little about TelTech.
>> So, TelTech is a company that develops innovative communication apps, apps that solve everyday problems on people's phones.
One of our flag ship apps is called TapeACall, TapeACall was built on top of Zang's platform.
>> Levering the voice and messaging components of that platform.
>> And what it allows us to do is focus on our core strength, which is developing apps. We no longer have to worry about the underlying network, and our developers love that, because they don't have to know how SIP works, or how DID's are provisioned.
They're able to plug directly into our back end and within days have an app in production.
>> Wow that's fantastic. So, I'm showing TapeACall here, there may be a lot of folks in the audience that are already a user of TapeACall, and didn't know that that was based on the Zang technology, right?
>> Yeah, exactly.
>> Now you mention that all of this of course runs in the cloud. Folks just simply go to the app store, purchase TapeACall, download the app to their iOS device, and then they're in business, right?
>> Ready to go.
>> That's right. Yeah, TapeACall is really an innovative app, which is download a one-time purchase app.
>> And record all your calls, incoming and outgoing, and store those on the cloud. So, someone like a journalist might use one of our apps, typical, to do that. And one of the core components of that is to be able to one, store that in the cloud, but two, have it stored securely, and also with the high quality that our customers demand.
>> And just like our developers don't want to know what's on the underlying technology, our customers also, they just wanna an app that works.
>> And Zang allows us to do that.
>> And if you had tried to start from the scratch and had Zang in the cloud on the communication side I would imagine different story as far as.
>> Different stories.
>> As the development time etc.
>> Yeah exactly. I mean we mainly employ application developers. We don't want to keep syth, or voice engineers on payroll. So for us it's a game changer, because we can now rely on a company, like Zang, backed by Avaya enterprise expertise, to power that and allow us to scale as we continue to grow.
>> Right, now I will put some things up here for stats, but give us an idea, and I think this is going to be quite impressive to the audience.
>> Yeah, so TapeACall has about 60 million recordings to date. These are recordings that are stored in the cloud, and a customer might download them, share them.
It's a number four app in the app store under the business category.
>> And it's in 53 countries which is another benefit because we can provision DIDs, international DIDs on the fly and immediately add countries as we keep doing that. Again, all based on Zang, so that's the flexibility that it gives you.
>> Right, that is 60 million, this is a pretty significant application in the B to C space, which for at least the Avaya family is pretty new, for Zang I think it's gonna be very typical.
>> Yeah, right.
>> So how come you picked Zang? What else did you guys consider, and why was the communication platform so important to you?
>> So like I said, when we were looking at platforms to built on top of, or to build TapeACall on top of. We were looking at platforms like Twilio, for example, And what we found was that Twilio is not a right fit for us. As we scale and as we are growing to the size that we are, we need a platform that is catered to the size that we are, both on pricing and the infrastructure as well.
>> Right, okay great.
>> That's the scale, right? I mean, when you talk about 60 million you're talking about an industrial strength cloud platform here, right?
>> Yep, exactly.
>> So great, and just a reminder, Moe and I talked about earlier, is what's great is that's just the communications platform as a service.
Now you guys will look at Zang and how to continue to move up the stack. Of all the other things that Zang has to offer. Right, that's fantastic.
>> Well congratulations on the success you've had with TapeACall. And if I may, I'd like to use you as a model.
>> No, I think of the three of us Eli is the best model, that's for sure.
>> Thank you.
>> So Eli, congratulations on some brand new Zang wear that we're introducing into the market.
>> And one for you Gary.
>> Great, thank you. Thank you. Hey, just my size too. Okay, so we get ours
>> You have a pretty big audience here, did you bring enough for everyone?
>> Well, I wouldn't want to come onstage and not have my Oprah Winfrey moment, so, you get one, and you get one, and you get one, you all get one!
[LAUGH] So, thank you shirts for everyone today.
>> So, to remind everybody, they will get their official inaugural Zang T-shirt as they leave. And the other thing is I want to have everybody wear them. Right so we’re going to have actually Zang ambassadors walking the floor today so if they see you wearing your t-shirts you’re actually going to get some additional prizes if you get tapped on your shoulder.
So make sure you wear your Zang t-shirts and we have some really cool gifts that we are handing out today. In fact I heard a little birdie whisper to me that there's actually a drone.
>> There is.
>> As one of the prizes so I think it worthwhile putting on the t shirt.
>> Great, okay Elly thank you very much I really appreciate it.
>> Thank you.
>> And congratulations, Mel thank you very much.
>> Thank you.
>> Thanks guys.
>> Okay. So about 27 and a half minutes ago I really did wanna give you a glimpse of kind of the new word A to Z.
And how we see it at AVAYA. Has to be fast, it has to be simple, it has to be smart, it has to be contextual, it has to be incredibly open. Not just API open, it has to be totally open with fantastic development platforms as well. It has to be use case driven.
Vendors can no longer come into and go here's all my features and functions, please have your business adapt to us. It has to be about us coming to you saying what are your use cases? How is this important to you? How can we help you? And then a platform, both Avaya and Zang, that's flexible enough to do the job for you We think this is a fantastic opportunity for both Avaya and Zang and we just could not be happier or proud of what we've accomplished and more importantly the opportunities that we have going forward.
Now, on the screen a couple of important things, one is, you'll see a number there, the 510-727-5547
>> If you text Zang to that number, it will SMS back to you all the cool information about Zang and some links, etc. Know that that application was built on Zang.
So when you SMS Zang to that number. You'll actually be using a Zang application, and I can attest to you because I saw it done, that Zang application to do that SMS was built in three minutes. I'm not joking. Three minutes.
>> Okay, and also visit the Zang website which is www.zang.io
>> We have changed the booth up. And for the rest of the afternoon, we now have a station in the booth that is dedicated exclusively to Zang. So you can learn about the cool Avaya things. And then there will also dedicated folks there from Zang that will give you an idea of this new communications platform as a service.
If you want to get in touch with LA and learn more about what they've done at Teltech and what their experiences are, we can make that happen for you as well. Okay? Thank you very much and we really appreciate the time. Thank you!