Avaya Social Connections: Technical Sales Webinar March 2022 Abhi Kasturi

Avaya Social Connections
Technical Sales Webinar

March 2022
Abhi Kasturi
1
Agenda
▪ Understanding Social Engagement

▪ Use Cases
▪ Channels
▪ Avaya Social Connections
▪ High Level Framework, Architecture
▪ Features & Functionalities
▪ Subscribing to service
▪ Resources
2
Social Engagement
3
What Constitutes the Social Realm?
CC Users
Analysts
KM workers
Social Media
Social Messaging
Social /
Messaging
Reviews
(Play Store, Amazon,
Customer Marketing and Sales and Yelp, Trustpilot)
Research Analytics
Service Advertising Engagements
Blogs, RSS feeds

Semantic
Customers
Competitive Web pages

Insights
Engagement
Business Processes Channels
4
Social Use Cases
Marketing
▪ Understanding the gap between public and brand

perception
▪ Social media analytics can help identify if an
organization’s mission and goals are well received
and understood. This is possible by analyzing
customer feedback and testimonials (YouTube,
app stores) employee activism (Glassdoor),etc.
▪ Understanding Influential Conversations
▪ Elon Musk’s tweet on crypto currencies.
5
Social Use Case
Customer Service
▪ Twitter: Social Listening

▪ Useful in scenarios where there is no
“tagging” of brands, so keywords can be
looked at.
▪ Instagram: Virtual try-on
▪ Bolle brands virtual “try-on” on Instagram
▪ Potential customers can see what frames
look like on their face using Instagram’s
augmented reality filters.
6
Understanding Social Engagement Channels
Parameter Social Media Social Messaging Reviews
Methodology Public (One to Many) Private (One to One) Public
Use Cases • Brand Management • Customer service • Analysis

• Social Monitoring/ Listening • Personalized/Private conversations • Competitive Insights
• Marketing and Sales • User specific queries or • Market and Trends
• Campaigns transactions • Education
• Analysis • Alerts/Notifications
• Competitive Insights • Emergency
• Trends
• Alerts/Notifications
• Emergency
Providers Facebook, Twitter, Instagram, Web and Mobile SDK, Google Play Store, Apple Store
YouTube, LinkedIn, Weibo Messenger, Twitter Direct, Instagram Trustpilot, Brandwatch, Yelp
direct, WhatsApp, WeChat, Line, Apple Public Forums (News, Business
Business Chat, Telegram, Signal etc. Insights, Gartner)
7
Customer Use Cases
Social Media
Replies to tweets
Social Media
Public mentions
Social Media
Follow hashtags
Social Media
Competition mentions
and hashtags
Social Messaging
Business Solutions
Private
Message (Contact Center, Unified
Communications, CRM, BI)
Mobile InApp / Web
Private
Message
8
Customer Service
Users
Avaya
Social Marketing, Sales,
Connections Business teams
Public Replies & Private Campaign Management

Messages
Interactions History Posts scheduling
Customer Information Users Management
Sentiment Analysis Configurations & Settings
Social Listening & Mining Analytics & Reporting
9
Avaya Social
Connections
10
Includes cloud services:

▪ Avaya Social Media Hub
▪ Avaya Digital Connections
11
High-level Framework
Social or Messaging Service Provider Provisioning, Usage

Avaya Digital
Connection
Avaya Digital
Connection and Billing Enterprise Business
• Mobile SDK (SunCo) Connector Solutions
• WhatsApp Customer Admin
AWS
• Facebook portal
Messenger
• Twitter DMs Provider and
Channel Mgmt.
• Line Avaya Social APIs /
Media Hub Azure Cloud SDK
Consumers /
Users Azure Cloud Operations
Workflow and
• Facebook Automation Unified Communication,
• Instagram Contact Center, CRM,
3rd party 3rd party Collaborations, Analytics
• Twitter provider Analytics
Connector
• YouTube
Channel Market AV Usage AV Billing

Place (usage metering) Solution
12
Architecture
Components and services Cloud Platform
▪ Avaya Social APIs ▪ Cloud geographic region and customer
▪ Social channel services provision based on their location (country)
▪ Provisioning and Usage services ▪ Database and storage addressing in-
▪ Avaya Digital Connection adapter country compliance requirements
▪ Avaya Social Core services
▪ Monitor and listening
▪ Campaign mgmt.
▪ Admin portal
▪ Data storge
▪ Channel Management
▪ Integration with AI
▪ Avaya Digital Connections (provider)
13
Tenancy and Data storage
Data storage – Contents
▪ Social Channels
▪ Social Accounts
▪ Users
▪ User Roles/Permissions
▪ Social activities like Posts,
campaigns and interactions.
▪ Configuration and administration
data
▪ Accessible Social Channels
through Provisioning and Usage
Portal
▪ Usage data
14
Building Block Architecture for Adopter:
Avaya OneCloud CCaaS
Workspaces
Social or Messaging Service Provider Integration Options
Aggregator APIs
Sunshine Conversations
Mobile SDK
WhatsApp
Avaya CCaaS Connector
Facebook Messenger
Routing
Twitter DMs
Avaya Social Media Hub

Facebook, Facebook Messenger
Twitter, Twitter Direct
Instagram
YouTube Administration User Portal
Admin
Line
consumers On roadmap: Usage and Billing Monitoring
WeChat, Weibo
Messaging Social
LinkedIn Provider and Channel Management
Channel Channel
Apple Business Chat
Azure Azure
Reddit Cloud Cloud
15
Features and
Functionalities
16
Features and Functionalities
▪ Listening and Monitoring ▪ Channels - Private

▪ Management ▪ Facebook Messenger, Twitter direct,
▪ Social accounts, campaign, assets, user, roles, Instagram direct, WhatsApp, Line
calendar ▪ Messenger - Web and Mobile (iOS, Android)
▪ Categorization, trends, filtering and ▪ Channels – Public
prioritization, sentiment, notification
▪ Facebook, Twitter, Instagram, YouTube
▪ Rich content, file sharing
▪ Analytics
▪ Approval, profanity check
▪ Real-time dashboard
▪ Inappropriate and sensitive words, data
masking ▪ Reports based on customer interactions,
campaigns, social account/profile
▪ Integrations
▪ Report types include
▪ Google NLP (intent, language, classification)
▪ Total interactions
▪ Security and Compliance ▪ Interactions by social channel/platform
▪ GDPR, HIPAA, PCI, CVAA ▪ Interactions by category
▪ In-country data compliance
17
Security, Localization
▪ Security and Compliance ▪ Localization

▪ Conversation data saved on cloud platform ▪ Support G10 languages and Arabic (right-
▪ GDPR compliant (controls for admin to to-left) for data processing, campaign,
delete data) auto-response, welcome message
▪ Admin and config – G10 languages
▪ Secured communication (HTTPS)
▪ Encryption of data at rest (storage) ▪ Documentation
▪ Alert/Notification ▪ Configuration and Administration guide
▪ Audit trail ▪ Quick reference guide
▪ Online Help (OLH)
▪ APIs – Adopters
▪ Enterprise business solution
▪ Social Channel (BYOSC)
▪ Administration – Customer admin
▪ Analytics – content, statistics
18
Compliance
▪ Electronic Public Health Information
▪ Message filtration (ePHI) Filtration
▪ Credit Card Number Filtration ▪ Admin can turn on HIPAA Filtration for
tenant
▪ Admin can turn on PCI Filtration for
tenant
▪ Masks the following from incoming/
outgoing messages (custom)
▪ Masks credit card numbers from ▪ Social Security Numbers (SSN)
incoming/outgoing messages ▪ Medical Record Numbers (MRN)
including:
▪ VISA
▪ MasterCard
▪ American Express
▪ JCB
▪ Diners Club
▪ Discover
19
Search and Delete customer data
▪ Admin can
search, filter
and delete
customer
data.
20
Serviceability
▪ Avaya Social Connections ▪ Monitoring

services status on Avaya Cloud ▪ Dashboard
portal ▪ Statistics – Node, container, processes
▪ Monitor - CPU load, memory, disk,
▪ Centralized logging network, error
▪ ELK stack ▪ Notification/alert through alert

manager
▪ Search and filter logs
▪ Alerts through email
▪ Export logs in CSV format
▪ Ability to change log level at runtime
21
Social Management
Platform
Social Accounts Management
▪ Administrators with login management rights can

add accounts & pages
▪ Ability to select types of interactions to bring to

users such as Replies, Likes, Shares &
Retweets
▪ On Twitter only, administrators can get

interactions using public search for Keywords
and Hashtags
22
Social Management
Platform
Listening & Monitoring
Interactions captured from social platform

Processes include:
▪ Filtration: dropping an interaction from processing
▪ Word count
▪ Interaction containing specific words
▪ Categorization: Assigning tags and categories to the
interaction based on keywords in the interaction
▪ Customer Identification: Using DB lookup or rest call,
Customer ID from internal CRM can be associated with
interaction
Google NLP (Customer API key required)
▪ Language Detection, Sentiment Analysis
23
Social Management
Platform
Campaign Management
▪ Single or multiple platforms

▪ Single or multiple posts
▪ Scheduled posts on calendar
▪ Next post is published on predefined date/time
▪ Smart Scheduling
▪ Next post is published based on current post
▪ Daily interactions (rate) less than (#count)
▪ Total interactions more that (#count)
Global campaigns calendar will show all campaigns

start/end times
24
Social Management
Platform
Assets Management
Enables Social Media managers to manage the

content to be used to publish posts to social media
platform.
Content can be:

▪ Text
▪ Image
▪ Video
▪ Links
Content can be used later in posts while setup of

social campaigns.
25
Social Management
Platform
Users Management
▪ All user actions are managed by a permission
▪ Admin user creates roles as a collection of

permissions on different UI modules
▪ Separate permissions for Creating, Editing, Deleting

any entity (Post, Campaign, etc.)
▪ For Posts module, Special permission is made for

publishing the post to social platform
26
Social Management
Platform
Social Analytics
Report categories of reports

▪ Interaction based
▪ Campaign based
▪ Customer based
Reports types are:
▪ Total Interactions
▪ Interactions by platforms (Facebook, Twitter, YouTube,
Instagram)
▪ Interactions by category
▪ Interactions by status
Real-time Dashboards
▪ Interactions in 30-minute interval
▪ Interactions by platform
▪ Interactions by category
▪ Interactions by status
▪ Campaign Dashboard – Campaign progress Likes, Share,
Replies
27
Dashboard
28
Analytics – Statistics
29
API – Social Channel
▪ Registering multiple social channels

▪ Available features
▪ Adding an account (must be
authenticated first by third-party
service)
▪ Publishing/Receiving social
interactions of one following
types:
▪ Posts (made by social accounts)
▪ Public Comments (made by
customers)
▪ Private Messages
30
APIs – Enterprise Business Systems
▪ Adding a Contact Center of generic

type through Avaya Connections
customer admin portal
▪ A valid callback URL
▪ Incoming interactions will be
forwarded to the service with a
standard format
▪ Contact Center adapter will
forward to configured contact
center solution and wait for agent
reply, forwarding it to Avaya Social
Connections in a standard format
31
Messaging – API and SDK
▪ Web and Mobile (Android and iOS) SDK for

messaging
▪ Customers can use these SDKs within their
mobile applications or web portal for end-
user/customers to initiate a conversation.
▪ Support text, rich media
32
Key Benefits
▪ Manage multiple types of social media accounts

▪ Collect data from your customer base and social
media following
▪ Gain insights on customer behavior and
satisfaction
▪ Efficiently respond to criticisms or complaints
▪ Track brand competition
33
WhatsApp for
Business
34
WhatsApp for Business
WhatsApp
Facebook Sign-Off WhatsApp
New or Port for Business
Business End Client No
or Migrate Account
Verification agreement registration
(WABA)
▪ Facebook Business Manager ID ▪ Customers can have multiple WABA

▪ WhatsApp Business account (WABA) account through different BSP
▪ WhatsApp number to be unique
▪ Number for registration
▪ Logo and name as per WhatsApp
▪ Logo
guidelines
▪ Display name
35
WhatsApp for Business – Guidelines
Links
WhatsApp Business
https://developers.facebook.com/docs/whatsapp/overview/wabas
Accounts (WABA)
Phone Numbers https://developers.facebook.com/docs/whatsapp/overview/phone-number
Display Name https://developers.facebook.com/docs/whatsapp/overview/display-name
Message Template
https://developers.facebook.com/docs/whatsapp/message-templates/guidelines
Guidelines
36
WhatsApp Form Submission
37
End Client Agreement
▪ Customer sign-off the WhatsApp end client agreement

https://smooch.io/whatsapp/form/fbendclientagreement
38
WhatsApp
Conversation-based Pricing
▪ User Initiated ▪ Conversation
▪ A conversation that initiates in response to a user ▪ All conversations are measured in fixed 24-hour sessions.
message.
▪ A conversation starts when the first business message in
▪ Whenever a business replies to a user within the 24- a conversation is delivered, either initiated by the
hour customer service window, that message will be business or in reply to a user message.
associated with a user-initiated conversation. ▪ Businesses and users can exchange any number of
▪ Businesses can send free-form messages within this messages, including template messages, within a 24-hour
24-hour customer service window. conversation session without incurring additional charges.
▪ Each 24-hour conversation session results in a single
▪ Business Initiated charge.
▪ A conversation that initiates from a business outside ▪ Charges for conversations are based on the user’s country
the 24-hour customer service window. code.
▪ Messages that initiate a business-initiated ▪ A user here is defined as the customer that your business
conversation will require a message template. is communicating with.
▪ Rates for business-initiated and user-initiated
conversations vary by country or region
Source: https://developers.facebook.com/docs/whatsapp/pricing 39
WhatsApp
Resources
Link
https://developers.facebook.com/docs/whatsapp/overview
WhatsApp Business Accounts
/wabas
Conversation based pricing https://developers.facebook.com/docs/whatsapp/pricing/c
▪ User initiated onversationpricing
▪ Business initiated
https://developers.facebook.com/docs/whatsapp/business
Migrate Phone Number to a Different WABA
-management-api/guides/migrate-phone-to-different-waba
https://developers.facebook.com/docs/whatsapp/business
Message Templates
-management-api/message-templates
https://www.facebook.com/business/news/facebooks-
Compliance – Data protection and privacy commitment-to-data-protection-and-privacy-in-
compliance-with-the-gdpr
https://developers.facebook.com/docs/whatsapp/overview
WhatsApp – Opt-in
/getting-opt-in
https://developers.facebook.com/docs/whatsapp/cloud-
Cloud API FAQs
api/support/faqs
40
Subscribing Avaya
Social Connections
41
Avaya Social Connections – Offer (Monthly)
Material Billing
Material Code Description Package Inclusion List Price Comments
Code Type
414490 SOC CNX PROMO/LAB/POC/UAT FIXED SUBS No of msgs: 10k; No of profile: 03 FIXED $154
414491 SOC CNX SMB FIXED SUBS No of msgs: 70k; No of profile: 05 FIXED $641 Select one of the base package
(bundle).
PROMO/LAB/POC/UAT is not
414492 SOC CNX MID ENTPRS FIXED SUBS No of msgs: 300k; No of profile: 10 FIXED $1538 for production.
414493 SOC CNX LG ENTPRS FIXED SUBS No of msgs: 1M; No of profile: 50 FIXED $4615
414494 SOC CNX MSG USAGE SUB (per 100 msgs) USAGE $0.64 Over usage (messages)
414495 SOC CNX ADDL SOCIAL PROFILE USAGE SUBS USAGE $64 Over usage (social profile)
414496 SOC CNX LISTENING USAGE SUBS USAGE $0.38 Social listening as per usage
Async messaging – Web

414497 SOC CNX OPT MSG API/SDK USAGE SUBS Optional FIXED $513
messaging and mobile SDK
414498 SOC CNX OPT WHATSAPP NO USAGE SUBS Optional USAGE $100 WhatsApp no
SOC CNX OPT WHATSAPP TEMPLATE / WhatsApp template &

414499 Optional USAGE $0.04
CONVERSATION USAGE SUBS conversation
42
Avaya Social Connections – Brand “Blue”
Example
Overuse Overuse
SMB Invoice
Msgs. Profile
($641) ($833)
($64) ($128)
▪ Subscription ▪ Calculation ▪ Invoice → $833

▪ SMB Fixed Subs ▪ Social profile ▪ SMB Fixed Subs: $641
▪ Inclusion: 5 no ▪ Overuse profile: $128
▪ Overuse: 7 no – 5 no → 2
▪ Usage for Dec 2021 no x $64
▪ Overuse messages: $64
▪ Profiles (peak): 07
▪ Messages
▪ Messages (sum): 80k
▪ Inclusion: 70k msg.
▪ Social listening (sum): 0
▪ Overuse: 80k – 70k →
10k x $0.64 (per 100
msg.)
43
Avaya Social Connections – Brand “Grey”
Example
Msg. WhatsApp WhatsApp

Invoice
SMB $641 API/SDK Number template
$1258
$513 $100 $4

▪ SMB Fixed Subs ▪ Social profile (Inclusion: 50 no) ▪ SMB Fixed Subs: $641
▪ Msg API/SDK ▪ Messages (Inclusion:70k msg.) ▪ Messaging API/SDK: $513
▪ WhatsApp Number ▪ WhatsApp Number ▪ WhatsApp Number: $100
▪ WhatsApp template/ conversation ▪ 1 number x $100 ▪ WhatsApp templates: $4
▪ WhatsApp conversation: $0
▪ Usage for Dec 2021 ▪ WhatsApp templates
▪ Profiles (peak): 05 ▪ 100 number x $0.04
▪ Messages (sum): 70k ▪ WhatsApp conversation*
▪ WhatsApp Number (peak): 1 no ▪ (1000 number – 1000
▪ WhatsApp templates (sum): 100 number) x $0.04
▪ WhatsApp conversation (sum):
1000
* As per WhatsApp, first 1000 conversations are free. Subject to change
44
Avaya Social Connections – Brand “Orange”
Example
Msg. Social
Mid Ent. Invoice
API/SDK Listening
$1538 $2431
$513 $380

▪ Mid Ent ▪ Social profile ▪ Mid Ent Fixed Subs: $1538
▪ Msg. API/SDK ▪ Inclusion: 10 no ▪ Messaging API/SDK: $513
▪ Messages ▪ Social listening: $380
▪ Usage for Jan 2022 ▪ Inclusion: 300k msg.
▪ Profiles (peak): 05 ▪ Social listening
▪ Messages (sum): 200k ▪ 1000 x $0.38
▪ Social listening (sum): 1000
45
Avaya Social Connections – Brand “Green”
Example
WhatsApp
Large Overuse Social WhatsApp WhatsApp
template
conversa- Invoice
Ent. Msg Listen Number tion
$200 $8799
$4615 $3200 $760 $4 $20
▪ Subscription ▪ Calculation ▪ Invoice $8799

▪ Large Enterprise Fixed Subs ▪ Social profile (Inclusion: 50 no) ▪ Ent Fixed Subs: $4615
▪ WhatsApp Number ▪ Messages (Inclusion: 1M msg.) ▪ Overuse Msg.: $3200
▪ WhatsApp template/conversation ▪ 0.5M x $0.64 (per 100 msg.) ▪ Social listening: $760
▪ Social listening ▪ WhatsApp Number: $200
▪ Usage for Feb 2022 ▪ WhatsApp templates: $4
▪ Profiles (peak): 30 ▪ 2000 x $0.38
▪ WhatsApp conversation: $20
▪ Messages (sum): 1.5M ▪ WhatsApp Number
▪ Social listening (sum): 2000 ▪ 2 no x $100
▪ WhatsApp Number (peak): 2 no ▪ WhatsApp templates
▪ WhatsApp templates (sum): 100 ▪ 100 no x $0.04
▪ WhatsApp conversation (sum): 1500 ▪ WhatsApp conversation
▪ (1500 no – 1000 no) x $0.04
46
Total countries approved
Indirect: 33 no; Direct: 25 no
Offer Availability As of February 2022
▪ Legal approval APAC-06 EMEA - 22 AI & NAR - 05

• Data privacy ▪ Austria ▪ Norway ▪ Canada
▪ Indonesia
• Regulatory ▪ Japan
▪ Belgium ▪ Netherland ▪ Colombia
▪ Czech Republic
• Avaya Global Tax ▪ Malaysia ▪ Poland ▪ Costa Rica
▪ Denmark
▪ Singapore ▪ Portugal ▪ Mexico
• Avaya Global Trade ▪ Egypt
▪ Taiwan ▪ Qatar ▪ US
• Commercial Law ▪ France
▪ Thailand ▪ Romania
▪ Germany
▪ As additional countries are ▪ Hungary ▪ South Africa
approved, Offer definition will ▪ Ireland ▪ Spain

Italy ▪ Sweden
be include updated list. ▪
▪ Nigeria ▪ Switzerland
▪ UK
47
Social Providers
Terms & Service
48
Social Providers
Terms and Service
▪ Facebook ▪ Twitter
▪ http://facebook.com ▪ http://twitter.com
▪ https://developers.facebook.com/policy/ ▪ https://developer.twitter.com/en/developer-terms/agreement-
▪ https://www.facebook.com/legal/commercial_terms and-policy
▪ https://developers.facebook.com/docs/ ▪ https://developer.twitter.com/en/developer-terms/policy
▪ https://www.facebook.com/legal/terms ▪ https://developer.twitter.com/en/developer-terms/display-
requirements
▪ YouTube ▪ https://twitter.com/logo and
▪ http://youtube.com https://www.periscope.tv/trademarkpolicy
▪ https://developers.google.com/youtube/terms/api-services- ▪ https://support.twitter.com/articles/76915
terms-of-service
▪ https://developers.google.com/youtube/terms/developer- ▪ Instagram
policies
▪ https://developers.facebook.com/terms
▪ https://developers.google.com/youtube/terms/required-
minimum-functionality ▪ https://developers.facebook.com/devpolicy
▪ https://developers.google.com/youtube/terms/subject-api- ▪ https://help.instagram.com/1215086795543252?helpref=page
services _content
▪ https://developers.google.com/youtube/terms/branding- ▪ https://help.instagram.com/325135857663734/?helpref=hc_fn
guidelines
av&bc[0]=Instagram%20Help&bc[1]=Privacy%20and%20Safet
y%20Center
49
Social Providers
Terms and Service
▪ WhatsApp ▪ Line
▪ https://www.whatsapp.com/legal/ ▪ https://developers.line.biz/en/terms-and-policies/
▪ https://www.whatsapp.com/legal/terms-of-service ▪ https://terms.line.me/line_terms/
▪ https://www.whatsapp.com/legal/business-terms ▪ https://terms.line.me/line_rules/
▪ https://whatsappbrand.com/ ▪ https://terms2.line.me/LINE_Developers_user_data_policy?lang=en
▪ https://terms2.line.me/LINE_Developers_Agreement
▪ https://www.whatsapp.com/legal/commerce-policy/
▪ https://www.whatsapp.com/legal/business-policy
50
Resources & FAQs
51
Resources
▪ Avaya Social Connections sales portal page

https://sales.avaya.com/en/pss/avaya-social-connections
▪ Avaya Social Connections – Offer Definition

https://sales.avaya.com/documents/1399843266037
▪ Avaya Social Connections – Service Description

▪ Avaya Social Connections – Sales Guide

Product Management Product Marketing

Abhi Kasturi Diane Otto Rohan Karnad
kabhi@avaya.com dotto@avaya.com rkarnad@avaya.com
52
FAQs
Q - Is this cloud based?

A - Yes, Azure and AWS (applicable for optional items added)
Q - How is this tracked?
A - Usage (message, profile)
Q - Who would do provisioning?
A – Automated. For any help/support customers can reach Avaya Cloud operations team
Q - Do we need to give access to customers in the cloud?
A - Customers will have access to their tenant admin portal only.
Q - Can Avaya customer access their tenant for configuration of messaging channels, usage, etc.?
A - Customer have their own user portal to admin and configure their social accounts/handles
Q - Is there a limitation on the number of interactions received/replied?
A – No
Q - Is there a limitation on the number of monitored social accounts?
A – No
Q - Can the agent reply with emojis or formatted text?
A – Enterprise business solution APIs support the same. Based on integration between Avaya Social Connections and CC
Solution
Q - Does it support routing on the same routing criteria as other channels?
A - Routes to the contact center solution, while routing and agent selection is taking care by contact center solution
53
Thank you
www.avaya.com
54
Avaya Social Connections for
Enterprise Business Solutions
Who to Position This To
Target Customer Verticals
▪ Business Process Outsourcers

▪ New and existing Avaya customers
▪ Comms and Technology
▪ Financial Services
Business Need ▪ Government (restricted access)
▪ Healthcare
▪ Enhance connected customer experience
▪ Hospitality
▪ Increase Social presence and relevancy
▪ Insurance
▪ Remain relevant
▪ Manufacturing
▪ Promote and protect Brand
▪ Retail
▪ Gain competitive edge
▪ Utilities
55
Avaya Social Connections for
Enterprise Business Solutions
Who to Position This To
Value
Avaya’s social media and social messaging capabilities provide a great
opportunity to enable your contacts within the organization to be
champions –
▪ LOB / CC Director / CC Operations thrive with improved KPIs, sales
and upselling, Employee Experience, and Customer Experience
▪ CX Champions / VP CX / CIO deliver positive results – better Brand
management, improved Brand image, Customer Loyalty, Revenue,
profit, NPS, to key stakeholders
▪ IT appreciates ability to leverage existing infrastructure and application
investments, deploying new innovations alongside existing solutions
and positively impacting the CX
56
www.avaya.com
57

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Avaya Social Connections

Technical Sales Webinar

▪ Understanding Social Engagement

Blogs, RSS feeds

Competitive Web pages

▪ Understanding the gap between public and brand

▪ Twitter: Social Listening

Use Cases • Brand Management • Customer service • Analysis

Public Replies & Private Campaign Management

Customer Information Users Management

Sentiment Analysis Configurations & Settings

Social Listening & Mining Analytics & Reporting

Includes cloud services:

Social or Messaging Service Provider Provisioning, Usage

Channel Market AV Usage AV Billing

Avaya Social Media Hub

consumers On roadmap: Usage and Billing Monitoring

▪ Listening and Monitoring ▪ Channels - Private

▪ Security and Compliance ▪ Localization

▪ Avaya Social Connections ▪ Monitoring

▪ Monitor - CPU load, memory, disk,

▪ Centralized logging network, error

▪ ELK stack ▪ Notification/alert through alert

▪ Ability to change log level at runtime

▪ Administrators with login management rights can

▪ Ability to select types of interactions to bring to

▪ On Twitter only, administrators can get

Interactions captured from social platform

▪ Single or multiple platforms

Global campaigns calendar will show all campaigns

Enables Social Media managers to manage the

Content can be:

Content can be used later in posts while setup of

▪ All user actions are managed by a permission

▪ Admin user creates roles as a collection of

▪ Separate permissions for Creating, Editing, Deleting

▪ For Posts module, Special permission is made for

Report categories of reports

▪ Registering multiple social channels

▪ Adding a Contact Center of generic

▪ Web and Mobile (Android and iOS) SDK for

▪ Manage multiple types of social media accounts

▪ Facebook Business Manager ID ▪ Customers can have multiple WABA

Display Name https://developers.facebook.com/docs/whatsapp/overview/display-name

▪ Customer sign-off the WhatsApp end client agreement

Async messaging – Web

SOC CNX OPT WHATSAPP TEMPLATE / WhatsApp template &

▪ Subscription ▪ Calculation ▪ Invoice → $833

Msg. WhatsApp WhatsApp

▪ Subscription ▪ Calculation ▪ Invoice → $1258

▪ Subscription ▪ Calculation ▪ Invoice → $2431

▪ Subscription ▪ Calculation ▪ Invoice $8799

▪ Legal approval APAC-06 EMEA - 22 AI & NAR - 05

approved, Offer definition will ▪ Ireland ▪ Spain

▪ Avaya Social Connections sales portal page

▪ Avaya Social Connections – Offer Definition

▪ Avaya Social Connections – Service Description