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1、Intelligent Communications & Sky Italia case history VON Europe Autumn 2007,Patrizio Di Carlo Sales Director 27 Sept 2007,Business Imperatives,Intelligent Communications,Intelligent Communications Solutions,Business Imperatives Drive Your Technology Roadmap,Revenue growth: superior customer service
2、Cost reduction: worker & business efficiency Manage risk Mobility with ubiquitous access Ease of collaboration Rapid, flexible deployment Clear ROI & investment protection,Worker Imperatives,Business Imperatives,IT Imperatives,Business Imperatives,Intelligent Communications,Intelligent Communication
3、s Solutions,Intelligent Communications,Unified Communications,IP Telephony,Contact Centers,Communications Enabled Business Processes,Optimize your business embedding communications into the fabric of business processes,Optimize your people wherever they are, across devices and interfaces,Optimize th
4、e communications of all people (customers, employees, suppliers) regardless of location,Optimize your customer relationships globally across all points of contact,A strategic, business-focused, approach to communication delivering competitive advantage today,Intelligent Communications Key Attributes
5、,6,Business Imperatives,Intelligent Communications,Intelligent Communications Solutions,Avaya Intelligent Communications Solutions,SUITE INTEGRATION: END TO END management, security, reliability, common look, listen & feel,IP Telephony provides the rich foundation for Communication Applications Unif
6、ied Communications: Unified experience, intelligence & best in class functionality Contact Centers: not just Customer Service, but an enterprise ready to serve Communications Enabled Business Processes via web services & orchestration Services ensure optimal design, smooth installation and maximum r
7、eliability & uptime,Intelligent Communication Solutions Customer Value & Key Attributes,Avaya Support, Consulting, & Systems Integration,IP Telephony Across the Enterprise,Enterprise,Interworking over SIP,PSTN,Mobile Network,Data Network,IP Telephony Server,Small Office,Small Branch,Mid-Size Campus,
8、Service Provider,Intelligent Communications Solutions Customer Value & Key Attributes,Information Worker Needs,Remote,Deskbound,Nomadic,Road Warrior,Dependent on level of mobility,Based on Information & Application Needs,Complex Applications or Information,Worker Desires,Basic Information,One Number
9、 & One Mailbox,Corporate & Personal Directory Access,Intense Collaboration,Caller ID & Call Logs,Unified Communications - Adding Intelligence to the End User Experience,NEW,Intelligent Communications Solutions Customer Value & Key Attributes,Contact Center Business Strategy,Execution + Leverage,Rela
10、tionship depth,real time high touch one-to-one experience,multi-channel: all information linked,improved segmentation / profile,economical service,Least Profitable Customers,“Growth Potential” Customers,Most Valuable Customers,right resource, right context doing right work,right information right ch
11、annel,reduce customer frustration,moment of truth,Customer Service for Sustained Competitive Advantage,Intelligent Communications Solutions Customer Value & Key Attributes,Communications Enabled Business Processes A Definition,Provides business processes and applications with the ability to initiate
12、 and track real-time multi-channel communication with process users and decision makers,Objective: Make processes more efficient,Communications Enablement,Case History,Sky Italia,Nata nel 2003 4,2 milioni di clienti Crescita media 500.000 clienti/anno 14.000.000 telespettatori Prima industria italia
13、na dellintrattenimento 34 mila ore di programmi televisivi autoprodotti 160 canali tematici, audio, pay-per-view, servizi interattivi Programmazione ricevibile oltre che via satellite: IPTV con Fastweb e Telecom Italia TV Mobile tramite Vodafone, H3G e TIM,Fonte Sky Italia: http:/www.skylife.it/html
14、/azienda/skyitalia/_skyitalia.html,Perch Sky,“non vogliamo risparmiare soldi, vogliamo fare soldi!” Mark William, Sky Italia COO,60% del fatturato passa attraverso il Contact Center,Situazione di partenza,Contact Center Architettura “3 Livelli” Multsito con 4 ACD Network CTI Sistemi obsoleti Fonia b
15、usiness 3000 utenti su 5 Pbx legacy Obsoleti,La Tecnologia,Esigenze del Customer Care,Massimo livello di affidabilit, disponibilit del servizio e sicurezza Elevare il Time-to-Market per il rilascio di nuovi servizi Incrementare lefficienza operativa per innalzare le capacit Virtualizzazione del serv
16、izio mantenendo il controllo operativo,La soluzione Avaya per il Contact Center,IDC 1,PSTN R.I.,LAN,Wan Backbone,Avaya CM,Server Applicativi,IDC 2,Siti Sky,Avaya CM,Server Applicativi,Outsourcer,LAN,LAN,LAN,operatori,operatori,SKY Italia Contact Center - Risultati,Esigenze della fonia business,Nuovo
17、 Campus Massimizzare gli investimenti fatti nella rete di trasporto geografica e locale Servizi omogeneei per tutta lutenza Mobilit per gli utenti on-site/off-site Collaboration User experience Alta Affidabilit Ottimizzare i costi di Tlc verso loperatore,La soluzione per lIP Telephony,SKY LAN,IP Sof
18、tphone,LAN,IP hardphone,Utente di Sede,Mutimediale,WAN,VPN Phone,IP Softphone,Avaya One-X Mobile,Utente Mobile,IDC 1,IDC 2,Avaya CM,Messaggistica Unificata,LAN,Audio/Web Conferencing,MCU,MCU,MGC,LAN,Video rooms,Avaya CM,Messaggistica Unificata,LAN,Audio/Web Conferencing,LAN,Utente Remoto,Nuovo Campus,Sky Italia IPT Benefici attesi,Risultato complessivo ad oggi Incremento di valore,Impatto Strategico,Valore per lAzienda,Per maggiori informazioni Vi aspettiamo allo stand Avaya Postazione N.3,Grazie per la cortese attenzione,