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IAUG Avaya Engage 2016 Keynote-Solutions for a Smart Digital World

Watch Jean Turgeon's keynote from IAUG Avaya Engage 2016.Jean Turgeon, VP & Chief Technologist Software-Defined Architecture, WW Sales talks about solutions for a smart, digital world. 


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>> Please welcome to the stage, President of the IAUG board of directors, Brenda Emerson.

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>> Good morning. How fun is Hey Jimmy? Just my favorite, yeah.
>> [APPLAUSE]
>> Welcome back to day two of Avaya Engage. Last night we kicked off the opening of the Solutions Expo with a great networking reception. I personally love walking into the exhibit hall for the first time, because you instantly feel the energy of this conference.

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We have over 100 exhibitors this year. Some new companies, and some have been dedicated partners of IAUG for years. The Solution Expo is open today from 11 a.m. to 2 p.m., and tonight we'll gather for Engage After Dark. This is gonna be a heck of a party thrown by a few of our sponsors.

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Everyone will be there, so don't miss out. I'm really excited to be back here again this year. Like Frank said yesterday, the partnership between IAUG and Avaya has never been stronger. And we've been working together to bring you a conference that doesn't just address your current business needs, but helps you look ahead to what's next.

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How are customer's expectations changing? What do these expectations mean for the technology that enables your organization? And how can you evolve to deliver a seamless customer experience? These are questions I think about every day. As the CIO for Landmark Bank, we put major emphasis on understanding what the end goal of our customer is.

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It's easy to see things through the corporate lens sometimes, where we focus on technology itself and not on what the customer wants. The customer doesn't care about what system we're running or what new upgrade just happened. They want to know that when they need us we're accessible. When, where, and how they want us to be.

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That’s what the entire event is focused on. Actually it’s pretty simple, stated in our new name, Engage. Engagement isn’t just a buzzword you can throw around anymore, it's a mindset your organization needs to have, and a plan for how to respond, act, and solve your customer's ever-changing needs.

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The same goes for the employees of your organization. Everyone is looking for the latest, greatest, most convenient way to communicate and do business. At Landmark Bank our tagline is, here for you. We believe customers want to bank when, where, and how they want. Because of that, we have to provide all the options.

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From in person, video, phone chat, or email. We've even extended our hours to support our customers at any time. This is the commitment organizations need to make to evolve and focus on true engagement. So look at the next few days with a fresh perspective. Find a session that talks about what's next and think about how you can apply it to your own company when you get back to the office.

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To further talk about technology trends and innovations that focus on meeting the changing customer experience and what Avaya is doing in the space, please welcome Vice President and Chief Technologist for Software Defined Architecture, worldwide sales, Jean Turgeon.
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>> Thanks.
>> Thank you so much.

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Good morning. The room filled, or everybody hungover? All good? All right. Great momentum, lots to share with you folks. Exciting times. The world is transforming. The digitization of the enterprise is happening, and we have a great opportunity to participate and deliver something very unique to the marketplace. So without further ado, let's start looking at what's going on.

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And we all experience many of these in various industries. So the experience is changing. It doesn't matter if you look at healthcare, if you look at hospitality, if you look at public safety, you look at education, look at retail, you look at finance. Doesn't matter where you turn.

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There's a digitization and the experience to change and transform how you service your customers as you move forward. There's an expectation that keeps arising, that mobility is delivering the same type of services regardless of what device you use, how you're connecting, where you are, and what time it is during the day.

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So we've all seen across these various verticals, the transformation that we see, like I said, in various verticals. Such as healthcare, where now you can schedule your appointment probably from a mobile smart application and get the doctor that you want. There's a great deal of competition in the marketplace between private and public and various places around the world.

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When we go to a hotel we expect a different experience. How many of you are asking and know the first question is about the Internet? Is it free? How do I connect to it? The experience has to change, we have to simulate and personalize the experience when it comes to that.

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We need to elevate public safety, and we'll go through some examples of that, where it cannot just be a dial tone and audio call. We have to change and transform the way we deliver these services. And last but not least, the education market. Distance learning, transforming and allowing smart applications, smart devices in school.

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Not preventing them and telling the kids to leave their smart devices at home, which kind of defeats the purpose. So the transformation and digitization is happening, but there are many other market trends that we need to follow from a technology and innovation point of view. And you'll hear different terminology.

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And I just want to spend a bit of time as to what that is. So you'll hear things like the human or the device mesh. You'll hear terminology like the Internet of things. It's all about what we carry around us. Just look in your computer bag. You may have a laptop that uses a wired connectivity.

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You may have a smart device or tablet that uses Wi-Fi. You may have other devices that use Bluetooth, your Plantronics headset, and so on that are connecting right through you know through Bluetooth in order to get a good audio call. You may leverage a 4G systems or carrier wireless transport for some other devices.

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So the concept of the human mesh and a device mesh is about us, with all of the devices that we carry, have different means of communication and access the services. Maybe the same services, but again, using different paths. We have to again keep in mind mobility and those type of environment.

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So Internet of things is something that Avaya needs to build relevance around and deliver solutions because the expectations that whomever we service is that a mobile experience is possible. All right? Of course I know we've talked yesterday about uninterrupted services, the customer experience, transformation, what's going on in a marketplace.

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Again, the ability to deliver services anytime, anywhere, any device, is a reality. And once again, the expectation is rising in the marketplace and we must pay special attention to this. You can no longer shut down services on Saturdays or on weekends just because you need to perform maintenance.

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So we need to change the architecture and evolve the technology towards that. Then there's a transformation, and I'll go into a bit more details about the call center and the evolution to contact center, an Omni-Channel experience, and so on. But the key here is, we need to start leveraging big data.

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Big data's about building a knowledge base. It's about leveraging silo databases today, and through the power of analytics bring different experience to transform whomever you're again servicing, and change the experience that they will have. So the virtual intelligence can be leveraged to eliminate the requirement to talk to a live agent, yet I get the service that I want.

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So there’s a big transformation, and we have to leverage that. And we’ll give you some use cases as to what we’ve done with her own technology as well, cyber security. Who does not have cyber security as top of mind? There’s not a CXO out there who’s not worried about seeing their brand name on the front of a newspaper, because they have been attacked, they've been penetrated and some private information from their customers that their servicing has been propagated and leaked out.

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Cyber security is top of mind, but the key here, is when we deliver a security solution it has to be a layered approach. Because it's not just one product that will solve the solutions or the problems, it's a layered architecture, and security is a never ending journey. You don't stop thinking about security, everyday the tools are getting more and more sophisticated.

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So once again, does Avaya come to mind when you think about cybersecurity or security solution? Probably not, yet we have a huge contribution to make to a cybersecurity architecture that will help you prevent and reduce your business risk, and exposure when someone could eventually penetrate your network. And the fact of the matter is it's not a matter if someone will, it's a fact that will absolutely penetrate.

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Then maybe someone has already penetrated your network and you just don't know about it. So cyber security is something that we have to pay special attention to, we've talked about cloud, private cloud, public cloud, hybrid cloud. We have to be able to deploy and give customers the opportunity to deploy our technology in any deployment model, doesn't matter if they start with private.

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They may migrate some services to public and therefore have an all hybrid cloud no capability. What's interesting here is the technology challenges that this brings to us. Imagine again having a branch transformation where you now want to leverage broadband services an ethernet an all service WAN to your branches, but you have some of your services in the public cloud and some services in the private cloud.

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You may want dynamic ipsec no encryption for some of the services. So you'll hear again, I know some of the transformation around software defying something that will help us address some of those requirements. So again do not discard the level of complexity, and the importance of looking at a hybrid cloud model and deliver a solution that is suitable.

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And Avaya also had to pay special attention to that I'll talk a little bit about business continuity. But now, the big focus is around OPEX, operational simplification, reduce my OPEX, CAPEX, everybody can negotiate a deep discount, but the OPEX is where the money and the time goes. We have to drive a different architecture, and drive simplification to all of the services.

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This is where the concept of the Cloud, elasticity concept is great, where I can spin up services instantly. How long does it take for us as consumers to go in and get a mail or a calendaring system, a Dropbox, it's a matter of minutes. Why is it that when we come back to the enterprise it takes us weeks and weeks to deploy services?

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So again, the concept, it's unfair to compare the two, but the reality is, we have to move at a much faster pace. And therefore, an oversimplification in driving a lower OPEX has to be top of mind. Last but not least, we have to look at the lessons learned.

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What has worked in the marketplace? If you look at the Internet, when's the last time the Internet went down? My wife thinks it goes down but it doesn't, right. So the key here is a meshed architecture, look at the carrier wireless, same thing. Do you care if your call from San Francisco To Toronto, Canada, gets rerouted through New York?

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No you don't, all you care about is the phone to ring. So again, a meshed architecture is the right model, and it has to be open so that you're not locked in, or basically at the mercy of the vendors to give you the feature set. And you heard, Gary talked about some of the great deal of flexibility that we bring.

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So those are some of the trends and things that we need to look at from an architecture point of view, as we go through this digital transformation, but it doesn't stop there, you look at video conferencing. You recently may have seen some video recordings of a hologram via video conference.

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Now that's kind of pushing it, right? That means that next year, maybe I won't physically be here, but you'll see me. The good news is that if you try to punch me, it won't hurt. So the key here is again, we have to look and continue to watch the trends.

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But what's more important is, what is relevant to the customers that we are servicing. We gotta ensure that we don't just bring cool technology to the market place, that we address some of the business need such as the potential conversion of a live video feed through a video conferencing to an avatar based no model, because you don't want to disclose all right what you look like.

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So again for privacy invasion to privacy security, those are all again, trends that we need to continue to watch, but what we have gone through is a transformation of the call centers. So when we started, and I'll give you, again, a live example, we've implemented here at Avaya.

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So what we do is, when we started with the call center, it was mainly from a dial tone point of view. So you grab the phone, you call, you talk to a subject matter expert, and you got a service. I know you may have gone through the IVR, press one for this, enter your credit card number, and so on.

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It was, I know, very siloed, it was very isolated. And the key here is the customer experience index or the NPS, the Net Promoter Score. Was very, very dependent on that agent servicing you well. So, depending on their mood, depending on their skill set, you may have gotten a good experience.

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The problem is the variation of the experience was great. So how do we bring more consistency as we move forward? Well, the technology evolved and we moved into the concept of a call center and not not a call center, but a contact center where, now, we bring different channels of communication.

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The multi-channel capability, giving customers the opportunity to start, maybe, with a web chat, elevate to an audio call, elevate to a video call, elevate to a cold browsing session, but the key here is to bring contextual information as you transfer from one channel to the next. How frustrating is this experience when you call, you just entered your credit card number, then you get transferred to an agent.

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And the first question they ask you is, can I please get your credit card number, I just punched the damn thing in. So again, the experience, the transformation has to move through a contextual model where regardless of where you are in the transaction, the context is brought to the agent to better serve you.

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But how do we customize the experiences, by bringing analytics. The concept of big data analytics we at Avaya deliver analytics capabilities within our own portfolio, but there's more to it. The more contextual analytics capabilities you bring about Your customer, your preferred customer just landed at the airport, but they were 90 minutes delayed.

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Therefore, why don't we just automatically trigger a workflow and then change their restaurant reservation by 90 minutes? All of these are about driving a different customer experience. And what we've done is we've implemented this with our support group, and we've gone from a promoter score in the high 20s up to the 56 level.

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We've leveraged multi-channel and gave our customers a choice on how to engage with us. But then we don't stop there. We also took advantage of the virtual intelligence. We built a knowledge base that every support call updates. Basically, every time that a call, an SR is opened and closed, we update this database, and when you go through a web chat session you are now talking to a knowledge base, you're talking to a virtual intelligence database that gives you the information which may again give you all of the stuff you need without necessarily talking to an agent.

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But the key of the message here, as you implement this, you will continue to bring your customer satisfaction index and net promoter score to new level. But the fundamental difference what we're now going through, I know in the digital world it's a relationship journey, and the journey never ends.

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I don't want to engage with the customer or whomever I'm servicing through an audio call that starts and stops. I want an ongoing relationship. Not annoying customers with a smart app and detecting and flooding you with all kinds of advertisement information. I want to find the right balance to give you relevant information that you will value and become a much loyal customer to me.

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This is true across all verticals. It doesn't matter if you are in finance, banking, insurance, health care, education. We have to build a relationship journey with our customers. So what else is going on out there? Well, we're all looking at the transformation of the call centers, right? The customer experience.

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But also the foundation is critical. It's great that we wanna virtualize services, it's great that we wanna build this concept of a one virtual enterprise. But if we use the same legacy architecture and expect to transform the experience and move at a different pace, I think we are kidding ourselves.

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So the key here, and I'll give kudos to that published this document, and I know you probably can't read it but the URL will distribute this. But Google, the Network 2020, and have a look at some of the characteristics that some of the analysts and are seeing. And what you'll find is I know how pleasantly surprising to see that Avaya can probably deliver 90, 95% of all of the stuff that mentioned in his article.

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That means that we're relevant in this space. That means that we now have the ability to transform the networking industry and build the next generation foundation by doing something different. And once again, never forget, doing the same thing over and over and expecting different results is referred to as insanity.

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It's time for a change, it's time for a transformation, and the technology and innovation is now available in the market place. Yesterday you heard Gary talked about Breeze. Today I'm gonna spend a bit of time on this thing called SDN Fx, software define networks, but based on the fabric meshed open standardized architecture.

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Why is this powerful? The foundation and the marriage of SDN Fx plus Breeze gives Avaya a unique value proposition that is unmatched in the marketplace. This is truly delivering business workflow automation over a secure and automated network infrastructure. There are no other competitors that are able to deliver that today.

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Full automation over a secure and agile infrastructure. So let's have a look at some of the characteristics that we have. What does Avaya do that is unique? Well, the journey, to give you a bit of history. We started our journey in 2007, where we decided to transform the way we're gonna build the network foundations, to build an agile infrastructure that today we refer to as the digital enterprise and transformation.

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What have we done that is unique? First thing, we've completely automated the core. And this, do not take lightly. This means that now you can connect nodes, Ethernet switchers and routers. You just connect them and they self-provision themselves. They all automatically discover and all of the nodes. They discover all of the mesh and the different paths to interconnect, right, all of the various sites.

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This is the true transformation of delivering a one hop virtual enterprise, eliminating all of the d-mark points of physical, d-mark points like data centers. Build one virtualized data center, not five physical data centers, and work in an active stand by model. So Avaya has delivered an automated control plain, end to end, not just in the data center, but across the campus, across any WAN technology all the way to the branch.

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Only Avaya is that advanced with this innovation. And the key here, right, is this gives us the right foundation of simplification for the network. Second big piece that we have to do right, we need to deliver an open architecture. What we've done with this innovation, we've standardized it.

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And this is the only Ethernet fabric technology that has been recognized as a standard by the IEEE and IEPTF. It is now known as shortest path bridging, SPB. This is the foundation. And if you're not familiar with this, don't get into the weeds. Think about the transformational impact that this has when you have an automated architecture that is standardized and therefore no locking mechanism, interoperability with other vendors, and giving you the right foundation to do what?

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To do the Internet of things. Think about the transformation that's happening out there. Internet of things is a reality for Avya. If you come from a boy's background, is an analog phone not a thing? It is a thing. It may not talk IP, it may not talk SIP, it may not have an embedded SIP stack implemented in it, but it's one of those things that we want to implement.

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Digital phone, H323 on all devices. The key here is Avaya delivers an automated capability to self-provision nodes securely onto the network. Once again, we take full advantage of the automated core architecture and delivered an automated edge. So for us to take an algo SIP, an old speaker phone, and automate its provisioning is easy because we have an automated core.

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Those are all, again, key characteristics in addition to the security that we bring with this architecture. Because this is an automated core We are now simulating this concept of a one-hop enterprise, and therefore making the entire core completely invisible to IP hacking. If someone penetrates your network, they can no longer discover the topology.

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They will be left blind with a big black hole. This is very important if you have to deliver HIPAA compliance, PCI compliance, if you want to isolate specific services as if they were a separate physical structure. Avaya's delivered something very unique, we are two to three years ahead of the competition when it comes to this technology.

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This is a true virtualize foundation for the right services, and we refer to this as SDNFX. It's our SDN foundation based on a fabric architecture. And we've brought different levels of innovation over the last I know two or three years, known as fabric attach for the automation of the edge, fabric extend to extend our fabric technology across any when technology, and recently fabric orchestrator to start auditing and centralized provisioning of various devices such as IoT in the medical devices.

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But I go through use case to express how does that work exactly. So SDN Fx is a unique foundation that Avaya has. How much success have we had out there? Well, if I recall, I know when I was here about last year, I think we had in the range of about 375 deployments.

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We're now well above 600 deployments, and look at the distribution of this technology across the various vertical sectors. Very even distribution, high relevance in various market, in industries worldwide, over 600 live in production deployments. There are no other competitors that have this level of scale. In addition to that we recently announced that we now have over 10,000 nodes.

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Think of a node as an Ethernet switch or router. 10,000 nodes running this technology in service. And in fact, we have way more than that, all right? As we disclose and alter the marketplace in the upcoming weeks. So again, look at the scale, look at the maturity of this technology, look at it in the number of successful deployment that we've had.

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And what's also interesting is even after one year of deployment, we are still without a single support call in 95% of those deployments. Simplification of the architecture drives stability, enhances security, and again, through the stealth network's capabilities, gives us a cyber security play that becomes unique in the marketplace.

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So do not underestimate the requirement of the foundation to run those services. In addition to that, what we've done is we've launched a certification program. We heard from the partner community and our customers, we need skilled Avaya technicians to be able to help us. So what we have done is last November, we globally launched this ACE-Fx Certification allowing us to recognize the various industry certifications such as CCIEs, Juniper expert, Broke IT expert and so on, and allow these technicians to come in to a four and a half day workshop, and understand how we can evolve from the legacy architecture into a next generation SDN fabric based architecture.

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Again, we have all had a lot of success. We have well over 235 engineers in the field, and many of them are with our partner community which is absolutely critical to our growth and success as we move forward. So what else have we done? We delivered the right foundation.

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Gary talked about the business process work flow automation capability with Breeze yesterday. So what solutions have we brought to market? Well, we've introduce this concept of a smart digital world. Smart digital world for us has three major building blocks. The Smart Government, the Smart Enterprises, and the Smart Consumers that have to consume those services.

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But once again, in order to make this a reality, the smart cities, the smart digital world, we fundamentally believe at Avaya that we need an automated and secured architecture. And this is where the combination of SDN Fx plus Breeze puts us in a very unique position in the marketplace.

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Once we have that right foundation, well, guess what? We can start delivering specific services and solutions for the government. We'll go through some various solutions within the enterprise that have been verticalized, and those are some of the demos that we show at the expo. And now we allow and enable whomever you're servicing, your citizens, your customers, to consume those services regardless of what device and how they're connecting, and where they are when they wanna access those services.

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And last but not least, Internet of Things for us becomes very easy. And if you go see some of the demonstration that we have, having a strobe light with a substack is now possible, right? Door locks, bidirectional video door locks. Video surveillance cameras are now available in the marketplace.

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We see various systems and think about the power of our communication platform to be able to manage those SIP endpoints. And as Gary described yesterday, think about some of the workflow's that we can now create because we have the right architecture. Think about your analog phone, your digital phone, your non-SIP endpoint that are also controlled and registered with a communication platform that can play this ecosystem.

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And because we have an open architecture with Breeze, we can bring third party applications. Salesforce, Oracle, right? It doesn't matter what it is. We can bring them into the ecosystem and participate. We'll go through some use cases of that. But last but not least, analytics is the key fundamental difference that we need to apply, and the technology that will transform the customer experience.

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I need big data analytics. We need to deliver analytics within our portfolio. But again, it's about looking at your business requirements and determine how you can transform, right, this experience for your customers. Thos are the smart digital world building blocks that Avaya's brought to market. And we've changed our messaging to be verticalized and increase, therefore, our relevance with the various industries.

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What we want is, and we'll play a little video showing you how we have applied some of this technology and how we can transform how we service customers out there. Please play the video.

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>> All right. Who's crying? So touchy moment. The reason why we wanted to play this is how do we apply the technology to solve real business challenges? Change and impact the citizen's experience. Well, this is just one example of us leveraging our contact center technology and transform the experience.

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But there's more. Let's start looking at some of those smart solutions that we have brought that we're demonstrating here this week. We'll look at some of the public safety solutions that we brought, what we've done from an education point of view, what we're doing from the healthcare, hospitality, financial services, banking and insurance, retail.

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And we have some solutions that really are applicable across the various verticals. So horizontally applied Smart Campuses, Smart Workspace. Without further ado, let me just give you some examples of things that we have delivered to the market. All these solutions are being demonstrated in the expo hall. I encourage you to go see this.

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This is not a product demonstration. This is a full stack solutions business value proposition based on real use cases. I think many of you have heard the impact that Avaya has had in public safety. More specifically, here in the US. I believe that we are now up to 17 or 18 states that have now endorsed Kari's Law, right?

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Which is, again, the unfortunate circumstance that happened I know for a lady, about two or three years ago when she was stabbed to death in her hotel room. Mark Fletcher has been driving this for at Avaya. What we've done is we've not just transfer and know and ensure that 911 services now work and you don't have to dial 9 or 8 or anything like that prior to an emergency call.

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But, now elevated the ability to provide location capabilities. Establish a data channel, not just an audio channel when we call for emergency. The ability through iLocate to bring and enable the 911 operator, right for specific to the US, to be able to push relevant content through smart mobile device such as a YouTube video on how to perform CPR.

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Take control of the mobile device and then use this as a video input and then can trigger a dynamic team formation capability and show that on a mobile tablet. All this has been possible. We then pushed the envelop and integrated the ability to bring video surveillance in all cameras into a dynamic team formation mobile Scopia call so that as you move around with your tablet, the cameras dynamically drawing the video conferencing sessions.

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All this fully automated. The transformation of public safety is something we take to heart. It's about the servicing the citizens out there and transforming a public safety experience. Some of these solutions are possible because of the development of snap-ins within Breeze. This is how the workflow automation can occur.

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And we have partners like Conveyant you know, that are driving these solutions, developing and all snap ins and there's others. It's an ecosystem, right, that brings real solutions tha are impactful on a marketplace. What else have we done with education? While about a year or so ago we launched this concept of a safer school, but now we referred to it as, I know, Smart Education.

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It's about helping, right, the education market, to provide a smarter, right, and safer type of environment. If you go see, I know some of the demonstration that Algo is doing here with SIP endpoint being strobelight. Again, door locks, no speaker phones, no paging systems. All this can now be controlled through one push of a button that triggers a work flow on your mobile device.

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This demonstration that you see on the slide is real. I can do a complete school lockdown with my mobile via communicator, one push of a button. That can be done, right, with IP Office, that has some workflow capabilities. But it also can be done with Aura and Breeze, you know, as a more sophisticated work flow capability.

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Think about the power of talking to the paging system with one push of a button. Control any and all biometric door locks or video door locks right from your mobile device, delivering a different experience. But we didn't stop there. We also delivered the ability to detect the presence of a professor.

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So again, some school board came to us and said well, we don't wanna prevent smart devices to come to school, but they're very disruptive in class. How can we add some smarts to the infrastructure and allow the detection of the professor through NFC, through a [INAUDIBLE], through a smart app, whichever way we do.

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But as soon as the professor into the classroom, we automatically basically reprogrammed the network and prevent the kids, the students, from downloading YouTube videos. As soon as the professor walks out of the classroom, we reprogrammed the network. And all this is again, fully automated, allowing now the students to download any content while in the classroom.

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This is about making the experience smarter and impacting in all that is possible out there. We also delivered great things in healthcare. We've done patient discharge. Automated billing capabilities. We've done a lot of things to know successfully in the healthcare. But what we have delivered now is the foundation allowing us to securely connect medical devices to a secure zone that cannot be hacked.

[00:40:23]
Healthcare keeps coming up as the number one exposed in a industry when it comes to cyber security. Imagine someone controlling some of the medical devices because they've penetrated your environment. That could be detrimental. We have to provide the right foundation, so [INAUDIBLE] innovation delivers Internet of things securely for medical devices, delivering again the right foundation to help solve some of the business challenges that we see in health care.

[00:40:55]
Then we've done the same thing with hospitality, when we all checked in here. It doesn't matter if you were an SPG an premium customer. You come here, you check in, you get your key, you go to your room. What's the first thing that most of us do? We connect to the internet.

[00:41:11]
You have to go to a portal. You have to say you acknowledge this. The experience is not that pleasant especially when you have issues. What if Avaya could deliver this personalization and allow you to go and modify your profile? And then simulate as if you were at home.

[00:41:27]
So as soon as you check in, you basically get your room, you get your personal SSID and password automatically created in your room and only in your room. This is not propagated. This is not broadcasted. Nobody can see your SSID. But as you're walking into your room, all your devices are automatically connected as if you were walking home.

[00:41:48]
Personalization of the experience. Combine this with virtual agent capabilities or virtual concierge detecting you landing at the airport and allowing you to receive information that is relevant about your room and all your restaurant information or reservations. All this is now possible. Think about what's happening in the back end.

[00:42:10]
It's all about work flows that are triggered based on an event. The event is the fact that you just landed at the airport, or the fact that you just walked into the hotel and we detected your presence. So, smart hospitality is something that we can deliver, and that combined with our secure isolation and self-network capability prevents the person next door from being able to hack you because they cannot see you.

[00:42:37]
You're in your own private wired and wireless infrastructure drives security for hospitality. Think about the exposure that we have when we're connecting to a public WI-fi network. Financial services. Big transformation happening there where I think most of us are experiencing this. But the digitization and transforming how we handle customers, all right?

[00:43:00]
So you may have a smart application on your mobile device. I may have, believed that there's some fraud happening on my card, I may have been notified by the bank. What if I could go straight from my smart ap, and put my card on hold or cancel my card, but right from there I could also talk to an agent, look at the transactions.

[00:43:21]
But as I go in transition from this mode of communication to an audio call, the context information follows us. So that the agent as I call, they know exactly why I'm calling, what has been ongoing because the contextual information is provided to the customer. We don't have to go through an IVR to get to that point, right?

[00:43:46]
The database, the information, the context store, will bring this contextual information known, that when I call from my cell phone they know who I am. And they go to the database and find out what exactly is going on. We also have launch [INAUDIBLE] solutions to transform the branch.

[00:44:03]
Reduce the real estate, smart kiosk, integration of any devices. So printers, scanners, biometrics, video conferencing, video surveillance, recording of all of those media. All full integrate into a smart kiosk that is not just applicable to the financial right? And the financial sector but a fully customizable kiosk that gives us a full solution.

[00:44:28]
Think about the PCI compliance, some of the regulatory obligations that we have to isolate services that are all running within this kiosk again, highly relevant solutions. The ability to issue your driver's license, but if you have outstanding tickets, an agent will pop up and tell you to insert your credit card.

[00:44:49]
Therefore, you're now performing a credit card transaction right in the kiosk. You pay your credit card, you pay your tickets, you can renew your driver's license. You don't a work flow when the cops are gonna show up and meet you at the door. This is all possible through workflows, right?

[00:45:04]
Real use cases that industry is bringing to our attention and we're applying the technology to it. Smart transportation. In different parts of the world, in Canada winter storms In Florida, Sunny Florida, beautiful weather this week, but look at in the Middle East, sandstorms, what's stops us from detecting for the weather channel that there's a sandstorm coming up, to notify and change the digital signage on the roads.

[00:45:35]
Through a workflow to alert the citizens that there's a sandstorm that will hit us in the next six hours, maybe tomorrow. How about the workflow contacts some of the airlines to basically re-book your tickets? These are all workflow, it's all about triggering an event that triggers a workflow that could be fully customized to change the experience.

[00:46:01]
The technology and the automation capabilities, that we brought, allow us to bring all of these pieces together. Very powerful set of solutions. All this technically possible right now. Smart retail Imagine the ability to walk into a store, but there's someone, and all that walks in and then changes one of the point of sales terminal.

[00:46:24]
It's hacked, all right, it's been swapped. As soon as we have an event, what do we do? We trigger a workflow. The workflow basically says I'm gonna quarantine, dynamically, this point of sales terminal. I'm gonna on the fly and create a network zone that is secure, isolating the point of sales terminal and allowing us, in order to keep it and from the rest of the network.

[00:46:46]
We don't perform further analysis through a forensic server. Based on this analysis, from there I can say, you know what I can notify the store manager can from it's mobile device do a store log down, make it page, start reporting with video surveillance. All this is part of the workflow that can be fully customized and therefore change the outcome by bringing the necessary contextual information.

[00:47:14]
That will allow us to change, right, the outcome. Same thing, automate the 911 call because we've detected that this agent was trying to simulate someone working in the store. And therefore have the police come straight to the store and meet them. All this is possible, folks, right across the industry.

[00:47:36]
Right? Where we have verticalized specific use cases that again our customers have brought to our attention. Last but not least, a smart workspace. Horizontally applicable, right? What we've done is the ability to integrate with a building management system. Smart buildings, smart campuses. They show you I walk in with my mobile device as soon as I get close to a terminal they detect and welcome me.

[00:47:58]
The building management system has recognized me. I do biometric authentication to make sure that nobody stole my phone. Right, now you're just walking around with it. As soon as I reserved the room the digital signage next to the room changes to JT's room between one and three. Then I move to the room, once again biometric authentication, soon as I walk into the room the room temperature is set to what I like.

[00:48:27]
The color of the lights is set the way I want it. My phone is logged in, my video conferencing system is fully customized and logged in for me to be able to use it. I leave the room, I push one button on my mobile phone and everything goes back to normal for the next guest to come.

[00:48:44]
All this full automation through a work flow. So the point here is as you can see through the cases, the world is transforming. Digitization of the enterprise is real. The key is to customize and understand your use cases and allow us to customize the technology behind the scene to be able to generate the right business income right that our customers and your citizens may desire depending on whom you're servicing.

[00:49:16]
So the digitization is real. The technology is all available now. All we want, all we need is an opportunity to earn your business and discuss all right through consulted sales approach. What those use cases may be. So hopefully that gives you an idea, and I once again encourage you to go to the expo hall to see all of those demonstration, right, live, because all of this stuff is absolutely real.

[00:49:42]
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