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© 2006 Avaya Inc. All rights reserved.
Avaya ServicesAvaya Services
Michael Dundon
Business Development Manager
2© 2006 Avaya Inc. All rights reserved.
Plan, Design,Integrate, Install
(Intelligent Communications)
Support (People, Processes & Apps)
Manage (Entire Domain)
Domain (IP World)
Evolution to Intelligent Communications Requires Assistance
System (TDM World)
App Servers / Adjuncts
PBX
Expansion Port Networks
Install(Hardware)
Maintain & Monitor(Voice Only)
3© 2006 Avaya Inc. All rights reserved.
Avaya Global Services Will Help You Maximize the Evolution to Intelligent Communications
Who can help me get there with minimal risk and disruption to my business?
How should I implement the new technologies to stay ahead of the market?
Based on my business imperatives, how can I best take advantage of new technologies?
ValueGap
Val
ue
fro
m T
ech
no
log
y
Time
Communication Technology Value
Maximization
Rate at Which Companies TraditionallyLeverage New Communication Technology
Get the most outof new technologies
To maximize the value, these questions must be answered
4© 2006 Avaya Inc. All rights reserved.
Global Managed Services Portfolio for 2007
Proactive IP Support
Enhanced IPSS
Premium IPSS
Software Release Management
Legacy Managed VoiceMail/PBX
Proactive IP Support
Enhanced IPSS
Premium IPSS
Software Release Management
Legacy Managed VoiceMail/PBX
IP Converged Solutions
IP Converged Solutions
Manage IP Migrations and Converged IP Communications
Contact Center Services
Contact Center Technology Outsourcing
Managed IVR
Contact Center Services
Contact Center Technology Outsourcing
Managed IVR
Manage Contact Center Applications
ManagedApps
ManagedApps
Contact Center
Messaging
Contact Center
Messaging
Deliver Avaya Applications Over the
Network
Avaya OnDemand
Avaya OnDemand
5© 2006 Avaya Inc. All rights reserved.
Contact Center Managed ServicesDelivers…
Call Management Systems
Call Center Elite Solutions
Computer Telephony Integration
Business Advocate Support
Nice Call Recording
Interactive Response (IR)
Performance management
Witness Call Recording
Reports
Voice Portal Support
Virtual Routing Support
Fault management
Technical consulting
24/7 proactive monitoring / Heart Beat Monitoring
6© 2006 Avaya Inc. All rights reserved.
Outsourcing—What Going With Avaya Will Mean For You
• Assume managerial control, design and maintain your contact center technology
• Provide a single point of contact for management, maintenance and ongoing implementation
• Manage all of your contact center networks and infrastructure components—including applications and 3rd party vendors.
• Maintain the same monthly fee regardless of growth in the volume of transactions
For one predictable monthly cost, Avaya will . . .
7© 2006 Avaya Inc. All rights reserved.
Global Managed ServicesHosted SolutionsGlobal Managed Services combines Avaya’s market
leading suite of Messaging and Contact Center products and solutions with years of experience providing state of the art managed services to create the most comprehensive Hosted Solutions Support network found in the market today.
Avaya’s Global Managed Services Hosted Solutions delivers a comprehensive suite of offers that ranges from just one application to outsourcing of on premise infrastructure to a full suite of Hosted Offers.
8© 2006 Avaya Inc. All rights reserved.
Remote Managed Services for IPT
Note: BOH stands for “Block of Hours”
24 x 7 Monitor/ Fault ManagePro-
activeEnhanced
Premium
Real-time intelligent agent monitoring, Isolation and Notification on Voice Platforms and in Data Network ● ● ●
Correlation and validation of alarms ● ● ●Case Management for Avaya Voice Product troubles ● ●Network Service Provider Agency ● ●Resolution of events in Data Networks ●Case Management of Data issues ●3rd Party data Equipment Agency ●Service Level Objectives
15 minute customer notification of service outages ● ● ●Hourly updates of IPT platform service outages ● ●Hourly updates of data equipment service outages ●Time to complete remote, simple MAC - 2 bus days ● ●
SecurityPro-
activeEnhanced
Premium
IPT platform Alarm monitoring ● ● ●Customer notification of security event ● ● ●Performance Management
Trouble reports via web portal●
● ●
Trending Reports ● ●
Analysis of trending reports & recommendations ●Voice only
●
Technical Consulting
Voice Engineering support (BOH) ● ●Data Network Engineering support (BOH) ●Configuration Management
Remote Moves, Adds and Changes Support for Voice platforms ● ●Remote Moves, Adds and Changes Support for Data devices ●
● Proactive ● Enhanced ● Adders to Enhanced ● Premium
9© 2006 Avaya Inc. All rights reserved.
Software Release Management
Software Release Management provides a solution for the proactive identification and implementation of product updates that are announced for Avaya’s IP Telephony application
– Product Updates include product correction notices (PCNs), software updates, and firmware updates
Customer’s who are implementing Avaya’s IP Telephony application will need to consider how they will provide ongoing management of the application
– A change management process will be needed that identifies who is responsible for receiving and analyzing announced updates to determine if and when they will be implemented
10© 2006 Avaya Inc. All rights reserved.
Software Release ManagementSolution Options
Comprehensive Release Management
Maintain inventory records
Formal notification the released Product Update affects Customer
Identifies the affected sites and products
Impact Assessment (Benefits and Risks)
Qualification per Customer’s Business Rules
Define and Manage Update Schedule
Execute updates including back-up, restoreand reboot
Periodic (Monthly) Reports– Inventory Reports
– Configuration Exception Reports
– Product Updates Report
– Product Updates History Report
Service Level Objectives for Notification
Remote Network
Operations Solutions
11© 2006 Avaya Inc. All rights reserved.
Offer Comparison – SRM and PCS
Service ElementFull Coverage Maintenance
Product Correction
Support
Comprehensive Release
Management
e-notification of new update ● ● ●Remote implementation of product updates designated as Tech Installable during Hours of Coverage ● ● ●On-Site implementation of product updates designated as Tech Installable during Hours of Coverage ● ●Remote implementation of product updates designated as Customer Installable during Business Days and Restricted Out of Hours ● ●On-Site implementation of product updates designated as Customer Installable during Business Days and Restricted Out of Hours ● Dynamic inventory records for the total enterprise including relationships and device attributes ●
Proactive notification of new product updates ●
Impact assessment of benefits and risk for the product update ●
Define and manage update schedules including remote and on-site activities ●
Perform remote back-ups prior to any product update ●
Monthly Report package that includes inventory reports and update history ●
12© 2006 Avaya Inc. All rights reserved.