Transcript Mutare EEN Webinar

Mutare/Avaya Solutions Overview for
Rocky Mountain Avaya User Group
August 8, 2007
Partnering for Success
Agenda
1. Mutare Background
2..Unified Communications
3. Business Continuity Solutions
4. Customized Solutions
Mutare Software
• 17 Year Developer of Integrated Voice Applications
• Over 1,000 Applications
• Premier Member of Avaya’s DeveloperConnection Program
– Avaya / Lucent / Octel / VMX Heritage
• Wide variety of Applications
– Classic Integrated Voice Response
– Employee Productivity (Unified Messaging)
– Call Processing / Workflow
• Strong International Presence
• Reputation for Excellent
Service and Support
Some Customers
Mutare Software
Delivering Enterprise Communication Solutions
Unified
Communications
Enhanced Messaging
Solutions
• Notification
• Delivery
• Escalation
Business
Continuity
Software Solutions to
Keep Businesses OPEN!
• Preparation
• Communication
• Migration
Specialized
Solutions
Customized, Vertical
& Services Solutions
• Automate Processes
• Improve Service
• Decrease Costs
Mutare…Enhanced Voice Messaging
Unified
Communications
•Notify
•Delivery
•Escalation
Enhanced Messaging
Solutions
• Notification
• Delivery
• Escalation
•EVM Demo
Unified Messaging - EVM
NOTIFY
DELIVERY
Sends notification of new messages
(including Caller ID) to any email
address, digital phone, PDA, etc.
Copies Voice and Fax Messages to
ANY email inbox (Exchange, Lotus,
GroupWise, etc.)
Notificatio
n Message
Length of message
and name of sender.
Voice message
sent as attachment.
EVM Notify
Sends notification of new messages
(including Caller ID) to any email
address, digital phone, PDA, etc.
Notification
Message
EVM Delivery
EVM Delivers Voice and Fax Messages to ANY
email in box (Exchange, Lotus, GroupWise, etc.)
Length of message
and name of sender.
Voice message
sent as attachment.
Web Configuration
EVM requires NO DESKTOP SOFTWARE INSTALLATION!
Delivery
Setup
Notification
Setup
Attachment
Format
Mutare EVM Demo
http://evm.mutare.com/demo
Customize the Visual Look
EVM in an Avaya Enterprise
Octel® 200/300
Serenade
Octel® 250/350
Aria
Intuity™
AUDIX®
Avaya Modular
Messaging
EVM Benefits
EVM
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Unified messaging benefits…NOW!
No desktop software deployment
Common user experience across all
Avaya messaging platforms
Facilitates migration from legacy to
Modular Messaging environment, at a
flexible pace, incl. server consolidation
Free migration to Modular Messaging
Added benefits in MM environment
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Notify for ALL messages (vs. call answer)
Only uses 1 IMAP4 client
Works with ANY email system
No desktop client
EVM Benefits with MM
Modular
Messaging
• EVM Enhances MM
– No desktop software deployment
• Subscriber choice – MM plug-in or EVM
• User Interface is the Web
EVM
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Works with ANY email system
Leverages Mobile devices (Blackberry; Treo; Q)
Higher utilization of unified messaging with EVM
Overcomes limitations
• Only uses 1 IMAP4 client
(ideal in environments with over 2,500 subscribers)
• Provides notification for ALL messages
(vs. call answered messages only)
– Customizable for specific user requirements
• Centralized administration
Some Enhancements
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Delivery Can Be Deactivated Per User
Restrict Delivery Address @Mutare.com (Many)
SQL Database And Centralized Admin
Back Up EVM Systems
Single Sign On
“Caller ID Name”
MM 3.1 - No User MM Password Needed – Super User
Account
• MM 3.1 - Automated Database Update – LDAP To MM
• MM 3.1 - Automated Voice Message To Users When
Installed
Blackberry ® Considerations
• EVM Notify works with all Blackberry ®
models.
• EVM Delivery
– BlackBerry® Enterprise Server software
version 4.1 Service Pack 2
– BlackBerry® Device Software 4.2 and later
– BlackBerry® Pearl™ 8100 smartphone or
BlackBerry® 8800 smartphone
Compelling Return for EVM
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EVM applications enhance employee
productivity…
> 80% users report improved productivity!
They also provide an easy ROI …
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With EVM notify, an employee can save 5 - 10
minutes/day not having to check for new messages.
With EVM delivery, the average remote worker
saves 15 minutes/day not having to listen to
messages over the phone network.
That translates to over 20 saved minutes of phone
time per person, per day. At $.05 per minute, this
equals $1.00 per day.
EVM costs are typically under $15 / person.
BOTTOM LINE: EVM pays for itself and
employees get the productivity enhancements!
EVM First Year Savings
Savings
Investment
$20,000
$18,000
$16,000
$14,000
$12,000
$10,000
$8,000
$6,000
$4,000
$2,000
$0
1
2
3
4
5
6
7
Months
8
9
10
11
12
Modular Messaging Architecture
EVM Server
Modular
Messaging
W2003
Mutare App(s)
Existing Customer
Infrastructure
EVM
SMTP Server
MAS
MSS
Web Server
PBX
Database Server
Intuity Architecture
Application
Server
Intuity™
AUDIX®
Requires
Internet
Messaging
SMTP
W2K / W2003
Mutare App(s)
Database
Server
Web Server
PBX
Workstation
Message Escalation
Message Escalation
•
Monitors selected mailboxes according to selected criteria
and takes appropriate action when targeted conditions occur
– Message over “x” hours old
– Message in selected mailboxes
– Message from selected person(s)
•
Actions can include:
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–
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•
Send email
Copy message to another mailbox
Send text message
Place call
Modular
Messaging
Raise the national
security threat level
Help desk, call center
applications
MAS
MSS
Alert!
EVM
Mutare Business Continuity Suite
Business
Continuity
• Message Mirror
•Incremental
•Full
Software Solutions to
Keep Businesses OPEN!
• Preparation
• Communication
• Migration
• Message Archive
• Migration Solutions
• Emergency Event Notification
MM Enhancements – Message Mirror
MM Enhancements - Message Mirror
Message Mirror
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Copies messages from System A to System B
Performs the delete function as well
Uses a database that maps a mailbox number on
system A to system B (numbers can be different)
Mirror can be performed on selected mailboxes only
(Executives, mobile workers, etc)
Multiple MAS systems can be backed
Modular
up to a single MSS
Messaging
Supports business continuity
System #1
strategies
Modular
Messaging
Backup System
EVM
MAS
MSS
Modular
Messaging
System #2
MAS
MSS
MAS
MSS
Incremental Message Backup
MM Enhancements - Message Mirror
Incremental Message Backup (LAN Backup Buddy)
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Copies last xx hours of messages from primary MSS
to EVM server
In event of primary system failure, the following would
occur:
– LAN backup is restored to MM backup system (this
creates an image of the primary as of the date/time of
the LAN backup.
– Messages received since last backup, stored on EVM
server are copied to MM backup system, creating a nearreal-time copy of the primary MM system.
Modular
Messaging
Backup System
Modular
Messaging
System #1
EVM
MAS
MAS
MSS
MSS
Message Archive
 Copies messages from one or multiple MM systems to
a repository on Client’s network
 In addition, a SQL database is updated with details of
each message (m/b #; date; time; etc)
 Web Search tool provided to for messages retrieval
 Used for compliance (SOX) archiving and retrieval
 Financial & legal applications
Modular
Messaging
System #1
EVM
MAS
MSS
Client
Server
Migration Services – Message Copy
Message Migration
– “Silver Briefcase”
– Avaya partnering with Mutare (Avaya
DevConnect) to migrate voice messages from
Octel 200/300, Octel 250/350 and INTUITY
AUDIX servers to Modular Messaging
Step #1:
Prepare mailboxes on MM system (customer)
Step #2:
Prepare Legacy System
- Octel requires OctelAccess Server/LAN Card
- Intuity requires Internet Messaging/App Server
Step #3:
Customer Provides
Subscriber List
Step #4:
Resets passwords on Legacy system(s)
Step #5:
Copies messages retaining message status (private,
urgent, timestamp, etc.)
Octel® 200/300
Serenade
Avaya Modular
Messaging
Octel® 250/350
Aria
Intuity™
AUDIX®
Requirements:
200/300 250/350 - OAS & LAN Card; Recent Release
Loaner equipment for OA Server and LAN Card
Intuity – Internet Messaging feature
Mutare Software Solutions
Specialized
Solutions
• MM Password Reset
• OCtel Forms
• Message Archive
• Inmate Inquiry
Customized, Vertical
& Services Solutions
• Automate Processes
• Improve Service
• Decrease Costs
• Many, Many More @
www.mutare.com
•Call your Mutare District
Manager for more info
Password Reset
Password Reset – MM, Intuity, Octel
•Subscribers reset their own
•Web-based
•Uses network-based verification
•Various levels of authentication can be included
•Can unlock mailbox and create random password or allow user to
create one
•Send email or report to admin
Modular
Messaging
EVM
MAS
MSS
Application Migration - Forms
 Voice Forms - Legacy
 Voice forms allow callers to
verbally respond to scripted
prompts for later transcription.
 Voice Forms – NEW
 Some data fields can be input
through caller DTMF input.
These fields can be automatically
written to the forms database.
 Verbal responses can either be
deposited in a voice mailbox, or
sent to the transcription agent as
an email attachment.
Octel® 200/300
Serenade
Octel® 250/350
Aria
Avaya Modular
Messaging
Messages
Forms
Application
Intuity™
AUDIX®
Application
Server
Some
responses can
automatically
be input into
database
Forms
Database
Other
responses can
be transcribed
by an agent into
the database
Product Recap
 Powerful Message Management Tools…….EVM
 EVM is a powerful add-on for MM
 EVM can ease the transition from legacy to MM
 EVM works with all Avaya Messaging Platforms (Octel, Intuity, MM)
 Business Continuity/Migration Services
 Mutare can help with moving messages and legacy applications
 Mutare helps remove roadblocks associated with migrating
 Emergency/Event Notification
 Part of Disaster Preparedness plan
 Daily usage provides for ROI
 Vertical Market and New Custom Solutions
 Mutare delivers cost saving, productivity enhancing custom solutions
which improve customer service, increase revenues, retain happy
employees
 Perfect add-ons for MM and MM/OCtel Transitions
&
QA
Contact Information:
Linda Collins
972.820.5779
[email protected]