Avaya Hosted Solutions ….. Avaya Consultant Webinar March 18th, 2010.

Avaya Hosted Solutions ….. Avaya Consultant Webinar

March 18th, 2010

©2010. All rights reserved.Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy. 2

Where Operations Services Fit

IT Staff Skills

New technologies

Managing current environment

Staying flexible enough to stay competitive

Operating 24x7

Managing highly distributed, multi-location applications

Legacy platforms becoming obsolete

Looking to procure new solutions for business challenges

Growing/adding new locations

Entering new markets

Desire to delegate more managementto a third party

Facing Challenges?Facing Challenges? In Transition?In Transition? Controlling Costs?Controlling Costs?

Focusing on core competency to reduce variable, costs

Desire to Increase operational efficiency

Eliminate Unpredictable management costs

Undergoing downsizingor corporate restructuring

©2010. All rights reserved.

NotificationMonitoring

Offers Packages

ReleaseChangeConfigurationProblemIncidentService Mgmt Service Desk

Incident Mgmt

Service Mgmt

Service Desk

RetailAvaya Del

Maintenance

Business Mgmt

Platform/Tools

System AdminAvailabilityCapacity

ITIL Elements

Private LabelAvaya Del

Private LabelCo-Del

Optimize

Operate

Monitor

Optimize

Operate

Monitor

Blue: Partner Delivers or is Responsible Red: Avaya Delivers or is Responsible

Portal Powered by Avaya Powered by Avaya branded as your own

Maintenance Manufacturer Support

Business Management Quote, Order, Contract, Bill

Partners willCreate own

Offers , Packages &Pricing to End-Users

Flexible Options

©2010. All rights reserved.Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy. 4

WAN/LAN

VPN

VoIP

Server Infrastructure

Application Server

Wireless

Network Infrastructure

IP Telephony

Traditional Telephony

Enterprise Voice

Messaging

Video Infrastructure

Video Conferencing

UnifiedCommunications

Routing

Self Service

Reporting Service

Computer Telephony Integration

Recording

Workforce Management

Proactive Contact Services

ContactCenter

ReleaseChangeConfigurationProblemIncidentService MgmtService Desk

OperateOperate

System AdminAvailabilityCapacity

OptimizeOptimize

NotificationMonitoringMonitorMonitor

AOS Offer Elements

Global &Multi-Vendor Support

New to Avaya from Nortel Significantly Enhanced by Nortel

Hosted Offers for IPT, CC, and Multi-media

CI now


Optimize System Administration Includes the day to day operations and management tasks to keep the network, infrastructure and applications running

Capacity Management To ensure the capacity of the infrastructure, application components and service is able to deliver agreed service level targets

Availability Management To ensure application systems are up and available for use according to the conditions of the Service Level Agreements

Operate Configuration Management Configuration Management for System/Configuration Backup to ensure device configuration availability

Change Management Change Management involves development and interlock with the customer’s change management process. To ensure procedures are efficient and prompt

Release Management Release management is responsible for integration testing, maintenance of the SW Library, and release control into production environment.

Service Management Avaya will assign a Service Manager, who establishes processes with the customer, oversees issue resolution and ensures that services are delivered in accordance with the agreed upon service levels.

Service Desk This is a service desk to service desk support. Avaya will provide service desk with access to a toll-free number for all operational support during contracted hours of coverage.

Incident Management The goal is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.

Problem Management The goal is to resolve the root cause of incidents and to prevent recurrence

Monitor Service Monitoring Monitoring of supported products and respond to alarms

Client Notification To provide Notification of agreed status change to agreed devices

ITIL Service Level Description

©2010. All rights reserved. 6

Avaya Hosted Solutions

What Are Avaya Hosted Solutions?

What Hosted Solutions are Available?

Avaya Hosted Solutions are Applications

Hosted by Avaya in the “Cloud” and

Delivered to Customers on a Usage

Based Model.North American targeted offer

Medium to Large Enterprises

Preferred model is to sell through Partners.

Contact Center and Unified Communications is the sweet spot in the market.

IP Telephony

Unified Communications

Messaging

Contact Center / ACD

IVR

PSTN Services


Hosted Solution Center ServicesOverview

Owns, Operates, & Maintains all Equipment and Applications

Sells to Partner on utility basis

ApplicationsApplications

Avaya

Partner is the single customer contact: Bundles, Contracts, & Bills all services

NetworkNetwork

Partner

Purchases all Hosted Services from Partner

Purchase / lease CPE from Partner

ConsumptionConsumption

End Customer

Modular Utility Pricing• Multiyear/Monthly/Subscriber• Competitively Priced• Easy to Add on Options• Supports Line by Line migration• Setup/Disconnect Fees

Service Flexibility• Tiered Service Bundles within:

• IPT/UC• Contact Center• IVR

• Mix and Match Services• Move Up or Down Service

Packages

Performance• Assigned Hosted Performance

Manager• Step by Step On-boarding Process• Monthly Operational Reviews

AvayaHostedSolution

PSTN

DID: 972-684-1611

Office

Apps

MPLS/IPNetwork GW


Avaya’s Hosted Solutions Center

AvayaHosted Solutions Center

IP/MPLS Network

PSTN

CALEA LNP

EnterpriseIP Network

E911

VPN Router

Internet

PC/LaptopSoft Client Soft Client

Applications Servers

g/w

• Secure Facility

• No Single Point of Failure

• Redundant WAN/LAN

• Multi-tenant Infrastructure

• Diverse Physical Access

• Redundant Power

• Back-up Power Generator

• 24 x 7 NOC Monitoring


Hosted SolutionsDelivering Customer Value

ENTERPRISE VALUE PROPOSITION

BENEFITS

•Save Money

•Outsource Complexity

•Increase Productivity and Customer Satisfaction

Enterprises are looking for tangible value.

Hosted Solutions can reduce costs by over

30%.

Reduces costs while improving cash flow

management and reducing requirements for capital expenditure

outlay.

•Move from Capex to Opex expenditure model

•Predictable Monthly Costs

•Reassign IT Resources to Business Applications

•No Technology Obsolescence

•Standardized Capabilities

•Advanced Features


1010

State of Georgia (Hosted Contact Center)Reducing Cost, Increasing Productivity, and Improving Customer Satisfaction

SOG – Previous Deployment SOG Benefits/Value with Avaya

•Many different Vendors PBX/CC equipment deployed - complex

•125 Different State Agencies doing their own thing (Poorly)

•Expensive IT Charges for Appl. Development for each Agency

•No Common CRM Solution

•Very Poor Customer Care Across the Board at the State

Many Customers are in a “Do Nothing” Mode due to the Down Economy. But in many cases, Avaya can deliver increased Value for a Reduced Price with Hosted

The “Office of Customer Care” is being touted by the Governor as one of the Key Success Stories of his Administration

•Avaya Hosted-CC Provides Uniform Deployment at a Reduced Cost

•Abandoned Calls moved from 40% to less than 2%

•Call Answer Time has gone from 30 to 2 minutes

•Most Agencies are realizing a 30-35% Savings over their previous CPE Deployments

http://www.ga.gov/00/article/0,2086,4802_0_111065276,00.html http://www.ga.gov/00/article/0,2086,4802_0_111065276,00.html


11

Service Package 1 Plus:Additional features

Service Package 2

Hosted Solutions PackagesGeneral Framework

Service Package 1 Service Package 3

So

luti

on

Cat

ego

ry

Initial Feature Set

Simplified Purchase Model – Pre-packaged Bundles, Add Options

Service Package 2 Plus:Additional features

Option 1

Add on Options

Option 2

Option 3

Option 4

Step 1 - Determine Packages and How ManyStep 2 - Customize with OptionsStep 3 – Price Offer

11


12

IP Telephony Plus:Advanced telephony features

PREMIUM IP TELEPHONY

Hosted Unified Communications and IP Telephony Services

IP TELEPHONY CENTREX IP

Ho

sted

IP

Tel

eph

on

y

100s of business features .

Standard call handling features

Meeting the Communications Needs Of Users at All Levels

Unified Communications Plus:Collaboration features

including Video Calling, Meet Me Conferencing

PREMIUM UNIFIED COMMUNICATIONS

UNIFIED COMMUNICATIONS

Premium IP Telephony Plus:Multimedia productivity

features Including Click to Call, Presence, IM.H

ost

ed U

nif

ied

C

om

mu

nic

atio

ns


IP Telephony:

• Calling Name/Number

• Call Hold• Call Waiting • Call Forward• Call Transfer• Class of Service• 3 Way Conference

Premium IP Telephony: + IP Telephony

• Calling Name/Number• Call Hold• Call Waiting • Call Forward• Call Transfer• Call Mute• Do Not Disturb• Call Park• Call Pick-up• Last Number Redial• Call Number Del.

Blocking• Class of Service• 3 Way Conference• Speed Dial• “*” Codes• Account Codes• Distinctive Ringing

Advanced Business Voice Services

CSU / Router/ Firewall / Switch

4 Port IAD

Fax

IP Phones

Analog Set

Centrex IPCentrex IP:Pre-packaged

Bundles

• Premium IP Telephony• Automatic Dial (AUD)• Authorization Codes• Short Key Hunt (SKH)• Group Intercom All Calls

(GIAC)• Multiple Appearance

Directory Number (MADN)

• Busy Lamp Field (BLF)

• Custom on Demand• Full Call Management• Direct Dial Inwards (DID)• Direct Inward System

Access (DISA)• Executive Busy Override

• Plus 200+ More Features

Hosted IPT Services


Hosted High Level Architecture

Location-n

WANWAN

Location-1

GW

PSTN

3 PRI

HSC24x7x365 world class

AvayaNetwork Operations

HSC

PSTN

Partner Provided IP

PSTN Service

Hosted 911

PSAP

PSAP

PSAP

AVAYA Provided

1) Customer provided Gateway2) Hosted PSTN3) Remote User (VPN back to enterprise)


Hosted SolutionsMessaging Services

• Standard messaging features (deposit, retrieval, message greetings)

• Option for subscribers to create a group “family” mailbox

• Option to include extension mailboxes• Ability to receive faxes through a mailbox

Basic Messaging

• Subscribers can manage and retrieve their voice and fax messages via a web browser

• Email Integration• Capability to merge subscribers’ wired and

wireless voice and fax communication into a single unified phone number

• Features, such as Follow Me, Call Screening, Call Announce, Auto-Attendant, Conditional Greetings, and Aliasing

• Additional Message Waiting Options - Email

Unified Messaging (UM)Capabilities Beyond Basic


16

Hosted Contact Center Services

Standard features include ACD Agent plus:

> Reporting> ACD Operations Management> Administrator Terminals

Premium ACD Agent ACD Agent

Ho

sted

AC

D

Standard ACD Features include:

> Agent Queuing> Call Queuing> Overflow Handling

Contact Center Agent PlusContact Center Agent

Premium Contact Center Agent

Ho

sted

Co

nta

ct

Cen

ter Standard Features include

Contact Center Agent Plus and:

> Multimedia> Outbound> Instant Messaging

Standard Features includeContact Center Agent plus:

> Communications Control Toolkit> CTI> Applications Interface

Standard Features includePremium ACD Agent plus:

> Skills Based Routing> Contact Queuing and Presentation> Avaya Hosted CCA Administration

From Basic ACD to Full Multi-Media Contact Center


Hosted SolutionsCustom Contact Center Services

• The Avaya Hosted Solution may be integrated with a number of different add-on services:

• CRQM

• Workforce Management• eLearning• Customer Surveys• Customer Relationship

Management (CRM)


Hosted IVR Services

Avaya’s Hosted IVR is

– entirely standards based (VXML/CCXML), and

– relies upon an open hosting, highly redundant infrastructure that is optimized for a web services environment.

Avaya’s market niche are hosted IVR speech applications that:

– fit in the middle-upper to top tier of the market (traffic volume, integration complexity, and/or application sophistication)

– are delivered as part of a larger Avaya Hosted Solutions portfolio, including: Hosted Contact Center, IP Telephony, ACD, Unified Communications, Unified Messaging

Hosted IVR (Interactive Voice Response) Program

Basic

DTMF

Ports

Speech

Recognition

Ports (Nuance/IBM)

Text to

Speech

Ports

Expert IVR Application

Design & Development


Avaya Hosted SolutionsThe Hosted Customer Profile

The Ideal Customer – What to Ask?

How do your further Qualify?

•Do they need to upgrade (VoIP, CC, IVR, UC) – But have very limited capital?

•Have end-of-life or MD’d equipment?

•Want to centralize communications infrastructure?

•Short in skilled resources?

•Want to reduce risk?

•Do they currently have MPLS Services at their key sites?

•Do they have access to Opex money, but not Capex?

•Is the Customer looking for a Predictable Monthly Cost?

•Do they want to upgrade to capabilities like UC, with a very limited investment?

•Willing to commit to a multi-year agreement?

•Have significant Nortel / Avaya presence with the account


Resources – AOS Global Sales Support Team

Engage us by calling with your question

– Staffed 8:00am – 7:00pm Monday-Friday EST

– Dial: 866-860-2043

– International Dial: +01-908-953-7149

– You can expect a call back within 2 business hours (if we don’t get you live)

Engage us by emailing your contact information and question

– We will respond to email within a max of 24 hours

– Email: AOS Sales [email protected]

For more Information on AOS:

– www.Avaya.com/AOS

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