Intrapreneurship Ravi Sethi May 8, 2010 Intrapreneurship is the act of behaving like an entrepreneur, except within a larger organization* *Source: Wikipedia

©2010. All rights reserved.2

3 Realization Is it customer ready? Focus on velocity Intercept roadmaps Gap between research prototypes and supported products Research Can it be done? Focus on novelty Create prototypes Divisions Will it make money? Focus on growth Create products ?  Success factors – Small skilled dedicated team that stays with the project – Match technology with product management and development – Active leadership support from project launch through transition

©2010. All rights reserved.4 Current Example, not Avaya ResearchSales Created a Prototype Wants to Sell it Business Units Not Ready to Productize 3 rd Party

©2010. All rights reserved.5 Crossing the Chasm between Early Adopters and Early Majority Source: Geoffrey Moore Applies to discontinuous innovation, which requires a change in customer behavior

©2010. All rights reserved.6 Scaling up is an issue InnovatorsEarly Adopters Proof of ConceptFirst Few of ManyPackaged Offer Pricing? Support? Growth? Surround? Differentiators? Agility?

©2010. All rights reserved.7 Endpoint Services support Business User Applications Adaptation Layer supports portability across operating systems & hardware platforms User Experiences Call Models Media Engines Pluggable Peripherals Platform Core supports multiple Embed full support for telephony, messaging, conferencing, contact centers as a module or invoke as a shareable service Complements app frameworks such as Android and Qt Extended (Nokia) You are now connected to Maria Soft Clients PhonesKiosks Hospitality App Consistent Communication Experience Example: Endpoint Software Platform for flexible integration into applications and devices

©2010. All rights reserved.8 Scale and Maturity Scale Maturity Proof of Concept Product Development Supported Product Prof. Services Offer

©2010. All rights reserved.9 Example: Endpoint Software Platform xTalk Proof of Concept Spark Endpoint Firmware Hospitality Apps Supported Products Scale Maturity

©2010. All rights reserved.10 Example: Video Customer Service Scenarios  Branch-to-Expert: – Walk-up / self-service kiosks or consult cubes – Useful for tech support, retail, travel assistance… – Useful: Desktop/app sharing parallel to video  Internet to Enterprise – Thin client via click-to-connect Flash app – Web context on every contact  Mobile customer to contact center (3G, …) – Self service visual menuing and wait treatment – Agents can share content via video stream – Uses video client already present in 3G video phones 10

©2010. All rights reserved.11 Example: Video Customer Service  Show Multiple Choices Quickly – Schedule choices – Price choices  Show Complex Choices – Seat locations – Maps showing locations  Show Possible Experiences – View from a stadium seat – See sample hotel room -TicketMan – July Schedule

©2010. All rights reserved.12 Example: Video Customer Service One-Way Video Trial SIP Contact Center Video Kiosks SIP/Video Enable Contact Center Video Switcher Scale Maturity

©2010. All rights reserved.13  Drives thought leadership in the industry  Innovation of new communications technologies  Accelerating the commercialization of innovation  Cross-functional alignment with our customers  Delivering transformational business solutions © 2009 Avaya Inc. All rights reserved.13 Emerging Products and Technology A New Approach and A New Organization Emerging Products and Technology Avaya Labs Research Avaya Professional Services Global Communications Solutions Business Units CC/UC/SME

©2010. All rights reserved.14 Market Driven Innovation Model Crossing the Chasm From Ideas to Applications Early Adopter Customer Engagement Early Adopter Customer Engagement Exploratory Proof of Concept Concept Demos Concept Demos Solutions Standard Features Solutions Standard Features Packaged AGSP & CTO Standards Packaged AGSP & CTO Standards CollaborationRelevanceValidationExperienceScalePersonalization Ideas from: Customers Sales BU Strategy Labs Research Competitors Emerging Products & Technology GCS Intelligent Customer Routing Performance One View facephone SI P Avaya Aura™ ICR IdeasApplications

©2010. All rights reserved.15 Industry Engineering Dev. Tech. Production Market Distribution Implicit social contract in Vannevar Bush’s Science – The Endless Frontier (1945) Scientific Inquiry NSF Funding Legitimate Research Satisfy Curiosity Social Benefit Economic Prosperity National Security Public Health ? Source: Peter Likins Product Analogy Who will fund it? Who will do the work? Who will benefit?