Upload
peterbuck
View
619
Download
3
Embed Size (px)
DESCRIPTION
Citation preview
VoIP: il futuro?Gianluca Attura
Amministratore Delegato Avaya Italia
© 2009 Avaya Inc. All rights reserved. 2
18 Dicembre 2009: Avaya acquisisce Nortel Enterprise Solutions
© 2009 Avaya Inc. All rights reserved. 3
L'impronta globale di Avaya
oltre 10.000 partner commerciali
32 centri di Global Delivery Support
oltre 20.000 dipendenti
che operano in 55 paesi
Toronto
Basking Ridge, New JerseySede generale
Denver, Colorado
Santa Clara, California
Guilford, Regno Unito
Francoforte, Germania
Singapore
Shanghai
Sydney
Mumbai
San Paolo
Città del Messico
Research Triangle Park, Carolina del Nord
Pechino
Dubai
IsraeleGiappone
Sedi dell'azienda nel mondo
Sedi dei dipendentiAvaya
3
© 2009 Avaya Inc. All rights reserved. 4
Global UC Market Leadership
#1 Unified Communications revenue1
#1 Telephony Solutions revenue1
#1 Audio Conferencing licenses2
#1 Enterprise messaging revenue3
#1 Maintenance Services revenue4
Gartner Magic Quadrant Leader in Unified Communications, Enterprise Communications and Contact Center quadrants5
Avaya named to the 2009 world’s most ethical companies list
Avaya21%
Avaya21%
NortelEnterprise
11%
NortelEnterprise
11%
Others29%
Others29%
Siemens10%
Siemens10%
Alcatel- Lucent11%
Alcatel- Lucent11%
Cisco18%
Cisco18%
Global Unified Communicationsrevenue share
Global Unified Communicationsrevenue share
Source: Dell’Oro Group, Calendar 2008Source: Dell’Oro Group, Calendar 2008 Source: [1] Dell’Oro Group; [2] MZA, Ltd; [3] T3i Group; .[4] Intellicom; [5] Gartner Inc.
NOTE: Current analyst data includes results for LG-Nortel and other shipment activity that will be restated and may change in future analyst reports.NOTE: Current analyst data includes results for LG-Nortel and other shipment activity that will be restated and may change in future analyst reports.
Growing to a $20 billion marketGrowing to a $20 billion market
© 2009 Avaya Inc. All rights reserved. 5
Avaya35%
Avaya35%
Nortel Enterprise12%
Nortel Enterprise12%
Others20%
Others20%
Aspect4%
Aspect4%
Cisco14%
Cisco14%
Genesys15%
Genesys15%
Worldwide Contact CenterMarket Share (ACD Agents)
Worldwide Contact CenterMarket Share (ACD Agents)
Source: Gartner Group, Calendar 2008Source: Gartner Group, Calendar 2008
$4B+ Product Market with $5B+ related Professional Services
$4B+ Product Market with $5B+ related Professional Services
Gartner Magic Quadrant Leader in Contact Center
#1 World Wide Call Center Market Share
Industry Leading Contact Center customers
Avaya Labs Innovation
Award Winning PortfolioSources: Gartner Magic Quadrant, Gartner Sources: Gartner Magic Quadrant, Gartner
Contact Centers Global Market Leadership
NOTE: Nortel market share data may include LG-NortelNOTE: Nortel market share data may include LG-Nortel
© 2009 Avaya Inc. All rights reserved. 6
Avaya10.3%Avaya10.3%
Nortel7.4%
Nortel7.4%
Others45.9%Others45.9%
Siemens7.0%
Siemens7.0%
Alcatel-Lucent7.5%
Alcatel-Lucent7.5%
Cisco10.1%Cisco10.1%
Global SME Telephony Market ShareGlobal SME Telephony Market Share
Source: Canalys, Calendar 2008 (Line size: 20-99)Source: Canalys, Calendar 2008 (Line size: 20-99)
NEC11.8%NEC
11.8%
NOTE: Nortel results from industry analysts include results for LG-Nortel and other shipment activity that will be restated in developing a true baseline for combined Avaya-Nortel performance; Historical market shares may change.
Worldwide SME Unified Communications Product Market Opportunity ($End-User)
Worldwide SME Unified Communications Product Market Opportunity ($End-User)
Source: Avaya analysis based on multiple industry reports (6/09); SME= firms with <250 employees UC Applications include Contact Center, Messaging, Audio/Video/Web ConferencingSource: Avaya analysis based on multiple industry reports (6/09); SME= firms with <250 employees UC Applications include Contact Center, Messaging, Audio/Video/Web Conferencing
$4+ Billion(Just Product)
$4+ Billion(Just Product)
Global SME Market Leadership
© 2009 Avaya Inc. All rights reserved. 7
CollaborationSolutions
CollaborationSolutions
Application & Services Integration
Voice/VideoServices
PresenceServices
Session Manager
System Manager
InteractionSolutions
InteractionSolutions
PerformanceAnalytics
PerformanceAnalytics
DataInfrastructure
DataInfrastructure
Communications Infrastructure
Communications Infrastructure
ClientsClients VideoEndpoints
VideoEndpointsDeskphonesDeskphones
Avaya Agile Communication Environment (ACE)Avaya Agile Communication Environment (ACE)
Unified Communications Roadmap Strategy
Integrate AS 5300 SIP services,CS 1000 “NRS” into Avaya Aura™
Evolve to common collaborationand messaging applications
ACE accelerates Avaya Aura™ business application integration
Leverage common Avaya Aura™ Presence and Instant Messaging
Evolve to commonmanagement and analytics
Evolve to common SIP phones, clients, video solutions
Commitment to open multivendor solutions
Extend & grow current CS, CMand leverage data networking
© 2009 Avaya Inc. All rights reserved. 8
Context Center Product Transition Summary
Rep
ort
ing
& A
nal
ytic
sS
elf
Ser
vice
Call Management System (CMS) 16
IQ 5.0
CMS 16.1
IQ 5.1 APC 6.1Avaya
Performance Center 6
WFO 10.0 WFO 10.1 WFO 11.0
Voice Portal 5.1
Voice Portal/Dialog Designer 5.0
Proactive Contact 4.1.2
Customer ExperiencePortal 4.0
Customer ExperiencePortal 3.0(POM 3.0)
MPS 3.5 MPS 4.0
PC 5.0 (POM 2.0)
Today May2010
Nov2010
Nov2011
May2011
May2012
© 2009 Avaya Inc. All rights reserved. 9
SIP: Innovazione e leadership
Leadership di Avaya nel SIP– Realizzazioni aziendali con decine di centinaia di migliaia di utenti SIP
– Oltre un milione di trunk/linee SIP
– Penetrazione mondiale con installazioni SIP in 55 paesi
– Primo fornitore aziendale a ottenere la certificazione SIPConnect Compliant
Interoperabilità One-X Mobile– Compatibile con il più vasto numero di dispositivi e di operatori di rete
Interoperabilità Microsoft– Desktop unificato – Messaggistica unificata
– Mobilità – Servizi di conferenza
Avaya Aura™ è la prima piattaforma SIP che supporta applicazioni fully-sequenced
9
© 2009 Avaya Inc. All rights reserved. 10
Multi-modal
(SMS, email, social media)
Video
(Kiosk, IVVR)
Revenue while in Queue
© 2009 Avaya Inc. All rights reserved.© 2009 Avaya Inc. All rights reserved.
Avaya Customer Experience
Self-Service
Automated Service (Proactive Outbound)
Advanced Wait Treatment
Speech
2nd Chance IVR
ICR Mobile
(iPhone / Android)
CallBack Assist
Call Routing
Avaya AURA
Avaya Sequenced Application – Innovativo modello applicativo esclusivo Avaya Il Cliente accede ad ambienti ed applicazioni self service per trovare risposta alla propria richiesta
AgenteCliente
Sequenced Applicationto reduce Human Interface
Sequenced Applicationto reduce Human Interface
© 2009 Avaya Inc. All rights reserved. 11
Lo scenario di mercato
© 2009 Avaya Inc. All rights reserved. 12
US Federal Communications Commission (FCC)National Broadband Plan
US Government will invest 7.2 Billion $ within 2020 to:
Goal 1: At least 100 million U.S. homes should have affordable access to actual download speeds of at least 100 megabits per second and actual upload speeds of at least 50 megabits per second.
Goal 2: The United States should lead the world in mobile innovation, with the fastest and most extensive wireless networks of any nation.
Goal 3: Every American should have affordable access to robust broadband service, and the means and skills to subscribe if they so choose.
Goal 4: Every community should have affordable access to at least 1 Gbps broadband service to anchor institutions such as schools, hospitals and government buildings.
Goal 5: To ensure the safety of Americans, every first responder should have access to a nationwide public safety wireless network.
Goal 6: To ensure that America leads in the clean energy economy, every American should be able to use broadband to track and manage their real-time energy consumption.
© 2009 Avaya Inc. All rights reserved. 13
“…dall’informatica alle telecomunicazioni, dalla radiofonia e televisione all’ingegneria, ai servizi di consulenza, di
comunicazione e marketing, di certificazione a partire dal secondo trimestre 2008 fino al terzo 2009 abbiamo perso
complessivamente 90.000 posti di lavoro”
Osservatorio sull’occupazione di Confindustria Servizi Innovativi e Tecnologici
© 2009 Avaya Inc. All rights reserved. 14
“A fronte di una durata media europea dei tempi di pagamento verso i fornitori di 57 giorni, in Italia la Pubblica
Amministrazione accumula verso il settore dei servizi innovativi e tecnologici un ritardo medio di 233 giorni.
Ritardo che, oltretutto, è in continua crescita, + 5% nel 2007 e +10% nel 2008”
Ennio Lucarelli, Vicepresidente di Confindustria Servizi Innovativi e Tecnologici
© 2009 Avaya Inc. All rights reserved. 15
“Nel 2009, annus horribilis per il mercato mondiale dell'Ict, l'Italia ha approfondito il ritardo tecnologico con gli altri paesi registrando una contrazione dell'IT tra le più consistenti, pari a -8,1%, a fronte di una decrescita media mondiale del settore di - 5,4%.
Tra i paesi avanzati, il nostro è quello che, nel 2009, ha più aumentato il gap tra PIL (-5%) e investimenti IT (-8,1%), rivelando un paese ripiegato su se stesso che, salvo eccezioni, sembra aver perso coraggio, che ha paura di investire e rischiare. Il disinvestimento italiano in Information Technology, pari a 1.657 milioni di euro, è un segnale allarmante di arretramento del Paese verso assetti strutturali di basso profilo competitivo, che rischiano di condannarci alla stagnazione.
L'innovazione, strumento indispensabile per lo sviluppo, sembra sparita dal vocabolario della politica economica e delle misure anticrisi.“
Paolo Angelucci, Presidente di Assinform
© 2009 Avaya Inc. All rights reserved. 16
Grazie