Contact Center CampaignsAvaya Services
Michael Dundon
Presenter
Title
Date
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System (TDM World)
App Servers / Adjuncts
Expansion Port Networks
Because… the support required to maintain and manage the environment is dramatically different
The new environment does require a different set of services than the previous world. In the “system” world, you really only had to worry about an isolated / standalone system installation and once it was up and running, how to maintain and monitor this “system” – in this case voice.
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© 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?
Value
Gap
Leverage New Communication Technology
Get the most out
To maximize the value, these questions must be answered
The key for customers is to determine how to maximize the use of the technology to leverage it against their imperatives.
[Side note to speaker]: The intent of this slide is to help change the dynamics of your conversation with your client from cost, feature, and functionality of services to the role AGS plays in leveraging the value of IC. The overall Avaya story illustrate WHAT IC is, WHY it is important and its benefits related to how Avaya IP Telephony, Mobility and Contact Center solutions can make IC a reality. Avaya Global Services then articulates the HOW, BY WHEN and BY WHOM.
Speaker Notes:
The challenge all businesses are confronted with is determining how to take advantage of these technologies in the most effective way. The opportunity that exists is for those businesses that act most quickly in closing the technology value gap.
The questions clients will have is “How do I get there?” I want to exploit my current investments and do as much as I can with what I have.
Given that, “How long will it take to get there?” I want to realize the impact of my investments as quickly as possible.
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Proactive IP Support
Managed
Apps
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Contact Center Managed Services
24/7 proactive monitoring / Heart Beat Monitoring
With Avaya Contact Center Managed Services:
We can act as an extension of your internal staff and fill in the skill gaps on an as needed basis.
Supply ready expertise to support contact center projects
Through the Avaya support contract, businesses can take advantage of services like:
Fault Management
Performance Management
Proactive Monitoring
Technical Consulting
System Back-ups
And more
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Outsourcing—What Going With Avaya
Will Mean For You
your contact center technology
management, maintenance and ongoing
Manage all of your contact center networks and infrastructure components—including applications
and 3rd party vendors.
in the volume of transactions
For one predictable monthly cost, Avaya will . . .
Outsourcing—What Going With Avaya Will Mean For You
Avaya provides a simple way to bring you superior outsourcing, at a price that you can understand. You pay Avaya one predictable monthly cost, and in turn Avaya will:
Design, finance and manage your contact center operations
Provide a single point of contact for contact center management, maintenance and ongoing implementation
Manage all of the contact center networks and infrastructure components—including applications and 3rd party vendors.
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Global Managed Services
Hosted Solutions
Global 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.
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Remote Managed Services for IPT
Note: BOH stands for “Block of Hours”
Proactive Enhanced Adders to Enhanced Premium
24 x 7 Monitor/ Fault Manage
Pro-active
Enhanced
Premium

























Voice only




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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
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Software 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, restore and 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
Offer Comparison – SRM and PCS
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MODIFY WITH THE MEETING LOGISTICS
Presenter
Title
Date
Service Element
Full Coverage
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
Business Days and Restricted Out of Hours

Business Days and Restricted Out of Hours

Dynamic inventory records for the total enterprise including relationships and device
attributes