Delivering Excellence through Avaya Global Support Services June 11, 2014 Rob Ebert, Western Area...

Delivering Excellence through Avaya Global Support ServicesJune 11, 2014Rob Ebert, Western Area Services Sales LeaderRich Harvey, Western Services Delivery Director

© 2012 Avaya Inc. All rights reserved. 2

Agenda

Transforming Customer Support - Solving the Problem Once

Foundational Technology, Customer Experience, and People

Continuous Drive to Improvement – Investing in the Future


Transforming Customer SupportSolve the problem once, enable customers to interact with us their way

Legacy Support:

Find Sold To Number

Speak toAgent

1-800 Support

TransferSpeak to2nd Agent

Transformational Support:

PeopleFoundationalTechnology

Customer Experience

Hello

ALL agents publish ALL solutions immediately to Avaya Knowledge Base

RE

SO

LU

TIO

N


Foundational Technology InnovationProviding Access to Information and Diagnostic Tools

Leveraging Avaya’s Own Technology

Avaya Knowledge Base

Single repository for known resolutions

Avaya Diagnostic Server

Secure access to remotely diagnose & resolve issues in half the time

Avaya Diagnostic Portal

Ava, using Avaya Automated Chat

Avaya One Touch Video

Avaya Call Back Assist

Avaya Speech Analytics


Streamlining the Customer ExperienceCollaborate with the Right Expertise Faster

Fast access to experts from Avaya Support Website

Collaboration method of your choice

Ava - Virtual Agent

Avaya Engineers

Avaya Emergency Recovery Team

Web Chat

Web Video(in the near future)

Web Talk

Hello


Self-service requestsare up by 103%

83% of online chats resolved in less than 1 hour

Customer satisfaction scores are up 12.9%

Phone call volume fell 48%

75% of major issues resolved in less than 2 hours

Net Promoter Score is up 60.5%

Ticket resolution improved 37%

ACS Customer Experience Management MetricsDramatic Results in 18+ months

TICKET

1

2


Business Simplification

Customer Facing

Continuous Drive to ImprovementInvesting in the Future

Avaya

Sup

port

Web

site

Employee

Up-skilling

Proce

ss

Simpli

ficat

ionBusiness

Automation

Avaya Support Website:• Chat & Web Talk enhancements• Live Chat via Video• Mobile Enablement• Parts Ordering Improvements

• Quotes• Connectivity• Contracts

• Registration• Entitlements• Diagnostics

Business Simplification Focus:


Avaya Support for Clients

A service culture with demonstrated commitment to clients

Offer simplicity, clarity, and global consistency, with an industry-

leading offer structure

Best-In-Class

Bruce Clark, Intellicom Analytics

#1


Services Designed with Clients in Mind#1

Client Dedication

While You Were Sleeping 2.0 Customer Value Report demonstrates the value you receive from service support

Enhanced Diagnostics with Avaya Diagnostic and Analysis Systems delivering decreased complex issue resolution, onsite dispatches enabling faster and better service.

Included entitlements with Support Advantage Preferred such as Avaya Diagnostic Server and Diagnostic Portal.

Delivering Greater Value

Modular and flexible Support Advantage offer includes hardware and software support for Enterprise solutions

Additional flexibility through Advanced Services options and add-on services such as Upgrade Advantage

Comprehensive, industry standard Avaya IP Office Support Services for SME solutions offered by Partners

Global Offers with Service Options


Optimized Solution Availability

99% system alarms resolved remotely and 74% fewer critical outages with 24x7 EXPERT SystemsSM**

15 minute response time for web ticketing

30 global centers handle over 2M transactions per year

Emergency response resolves 80% critical failures in <2 hours***

Maximize Uptime***

Quality Delivery

Stay on top of alarms and service requests with proactive Case Status Alerts

Quickly access availability information with eNotifications

Avaya Support Website provides a personalized dashboard containing all relevant information associated with your account

Stay Informed of Your System Status

** Available with Support Advantage Preferred Support only.*** Data based on Avaya internal data – See notes for detail


Leading Innovation

Continued intellectual advances and the latest in service tools

In technology, infrastructure and skill sets enabled through

Avaya intellectual property

Innovation

Patents, copyrights, software, trademarks


More than 140,000 technical articles / tips to help you troubleshoot

More than 850 How to Videos for faster configuration

Access to online forums for tips from other customers

Use HealthCheck to proactively identify configuration issues

Enable Your Teams with More Knowledge

Making Revolutionary Changes in Technologies and Processes

Provides the diagnostics and tools required to maximize system uptime and performance

Avaya Diagnostic Server delivers advanced diagnostics to decrease complex problem resolution and escalations

Avaya Diagnostic Portal* providing partners and customers with scripting technologies used by Avaya service and engineering teams to enable faster, better service

Avaya Diagnostic and Analysis Systems

Leading Innovation


Knowledge base includes the same intellectual property used by Avaya engineers

Avaya Intellectual Property provides a quality and differentiated service experience

Intellectual Property protection protects your investment in Avaya solutions and drives value of manufacturer support

Access Intellectual Property (IP)

Maximizing the Value of Support

Online support with improved site performance, site stability, and Web Service Request site overhaul

New Avaya Support Website provides rich, seamless multimedia support services experience with Avaya virtual agent, Web Chat, Web Talk, Total Service Outage Button, Personal Dashboard.

Quarterly Security Screens help you remain secure

Enriched Online Support

Leading Innovation


Introducing Avaya Diagnostic Systems and Analysis

Avaya is enhancing our diagnostic tools and strengthening the value of Support Advantage Preferred to deliver consistent world-class service

Avaya Diagnostic Server Avaya Diagnostic Portal

Avaya Diagnostic Server is the evolution of SAL Gateway

delivering advanced diagnostics to fix complex problems

remotely and faster

Avaya Diagnostic Portal makes available the scripting

technologies used by Avaya service and engineering teams

to customers and partners

Connectivity is required between the customer and partner/Avaya for any of these new diagnostic tools to work (current and enhanced)


While You Were Sleeping 2.0

Provides proof points to customers about the customer’s usage of an Avaya support agreement for a specific time period

Shows a summary of major & minor alarms, service requests, dispatches, and how fast Avaya brought requests to resolution

Details the customer’s current utilization of all entitlements including web services

Helps the customer understand how they can gain more value from their agreement.

Measures overall satisfaction the customer’s employees with support from Avaya

Customized While You Were Sleeping 2.0 report

"I can see how the 'While You Were Sleeping 2.0 Report' could easily help me cost justify the renewal of our Avaya Maintenance contract."

- Voice Architect, Large Accounting Firm

Return


Avaya Support Site


Avaya Support Site (cont’d)


Innovation & Quality Delivery


Introducing Avaya Diagnostic PortalResides on Support.avaya.com site

Be On Par with Avaya Engineers - Diagnostic Portal makes available the scripting technologies used by Avaya service and engineering teams

Based on actual Service Request, break/fix scenarios, following resolution progress and trouble isolation steps

Runs hundreds of troubleshooting scripts per product in under 2 minutes and supplies detailed actionable recommendations

Drives consistency in the troubleshooting process from engineer to engineer, external or internal to Avaya

Removes assumptions

Avoids improper resolution progression and rediscovery

Keeps current with Avaya product and environment changes


Introducing Avaya Diagnostic ServerSAL Gateway is included in the new server

Avaya Diagnostic Server delivers Unprecedented Remote IP Phone Support & Empowers Customers with Proactive Network Monitoring Tool

For Support Advantage Preferred Customers: Secure Access Link (SAL) Gateway is evolving to

Avaya Diagnostic Server, providing new diagnostic capabilities

Patented technology to resolve long lasting issues faster and enable customers to be proactive

Agents already embedded in Avaya endpoints – once DS is deployed, no additional sniffers or servers are required

DS is deployed on customer premise

Avaya Diagnostic Server (DS) R1

Available NowEndpoint Diagnostics

Phone Remote ControlEvent MonitoringScreen CapturePacket Capture

Bulk Calls

SecureAccess LinkRemote Access

Alarm Transport

Avaya Diagnostic Server (DS) R2

Spring 2014 (Planned)

Network MonitoringEnd to End Network

PerformanceHop by Hop QoS Analysis

Historical Statistics


Accelerated Recovery ServicesImproving performance of mission critical networks

Restoring service interruptions with innovative processes and technologies providing leading-edge:

P Outage recovery servicesP Regional off-hours support P Proactive support monitoring

Award-winning service and restoration rates Expanding the coverage of recovery services

more broadly across the Avaya solutions portfolio Transforming our client’s experience with significant

improvements to our recovery capabilities via:P PeopleP ProcessesP Partnerships P Technology

Emergency Recovery services teams will work to restore interruptions of service to voice and data communication systems globally

Emergency Recovery servicesIncreasing the reliability and uptime of complex environments for

system outages that require an Emergency Recovery services team

Emergency Recovery services at Avaya:

Restoration is more than a process - it's our passion

Laser focused services driven by best-practices

Acute attention to the clock at the moment of truth

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Case Status Alerts

By providing email updates to specific contacts within your business

By sending information on the latest update as to what action is taking place to resolve your system problem

At no charge to you, saving you time and energy

Provides proactive updates for major and minor alarms and service requests

Based on Sold To locations Case source Case severity Status / Event Changes (part on order, tech

dispatch, being monitored, etc)

Enables you to customize your Case Status Alerts:

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eNotification

Enables you to select notifications that pertainto you for proactive delivery and fast access to the information you need

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Management Escalation Process

The Management Escalation Activity (MEA) process provides a mechanism for clients and partners to engage GSS management for intervention in issue resolution

Replaces the former Duty Manager Process and improves the process:

Streamlines the escalation process

Helps to ensure that issues are effectively managed by requiring an open Service Request (SR) for all escalations

– Enables Avaya to manage the issue with the proper visibility and appropriate sense of urgency

Establishes a record of actions taken as documented within SR history

Identifies management ownership

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Introducing the Management Escalation Activity

Issue Resolution

Escalation initiated by the Client or Partner, or by an Avaya employee, such as your Client Service

Manager (CSM)or Sales Account Manager on your behalf

Management Escalation Activity

While Avaya is committed to providing excellent service to our clients and Partners, we recognize that circumstances may

arise that would necessitate management engagement

Service Request Closed

Service Request Opened

Initiate via the web on support.avaya.com: Use Escalate Button under opened SR

Return

http://support.avaya.com/


Management Escalation Process Flow

Once a client or partner originatesa Management Escalation Activity (MEA):

The MEA is assigned to the SR owner’s direct manager or designated

back-up manager

Assigned manager takes ownership of the MEA Manager reviews

escalation request and associated

SR notes

Manager contacts the originator of the MEA

Manager takes action to address/resolve the escalation MEA ownership

may transfer with concurrence from receiving manager

Status of the SR will be updated to Escalated

Acknowledged or In-Progress status confirms a manager is actively working the escalation

Objective is to contact within an hour

Updates Escalation Cause and Action Plan/Next Steps

Documents action taken on the MEA

Upon resolution, updates MEA status to DONE

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Western Region Territory Services Managers If the MEA Process is not producing the

necessary results, then engage your Territory Service Manager (TSM) (unless the Account has a CSM) .

Tracy Morales – Southern California

(office)949-225-5571 (cell) 949-500-8089 [email protected]

Steve Key – Northern California

(office)408-562-3888 (cell) [email protected]

Jim Loizos – Arizona/Utah


Dave Turk – WA/OR/AK/HI/NV


John Jimenez – CO, NE, WY, MT, ID(office)303-538-2434(cell) [email protected]


Western Region Services Sales Team

Connie Schonter: SAM Strategic/Major Accounts and Colorado One Number: 720-444-2570 [email protected]

Jody Orcutt: SAM Strategic/Major Accounts and AZ & UT One Number: 720-444-2568 [email protected]

Donna Duffey: Strategic/Major Accounts and California One Number : 720-444-3310 [email protected]

Karen Kauthen: Strategic/Major Accounts and California New Number: 720-444-5966 [email protected]

Diamond Thompson: Commercial Accounts Western Region One Number: 720-444-5971 [email protected]

Michael Miske: Strategic/Major Accounts and Pacific Northwest One Number: 720-444-1919 [email protected]

Robert Ebert: Area Services Sales Leader One Number: 480-446-5704 [email protected]

Vacant Commercial/Strategic Accounts TBD

mailto:[email protected]








US Services Sales: Commercials Team Leader: Rusty [email protected]

WA

OR

NV

CA

ID

MT

WY

UTCO

AZ NM

TX

OK AR

KS

NE

SD

ND

IA

MO

WI

ILIN

MI

OH

KY

TN

MS AL GA

FL

LA

SC

NC

WV

NY

PA NJ

NHVT

CT

DE

ME

MARI

D.C.

MD

MN

VA RI

NortheastCT,DE,MA,ME,NH,NJ,NY,PA,RI,VT

Lisa Crews - ManagerAdam ShearerDanielle TomasettiBridget WatkinsFrances Generi-RomeroTBD

SouthAL,AR,DC,FL,GA,LA,MD,MS,NC,NM,OK,

SC,TN,TX,VA

Elliott Johnson - ManagerTBDTBDCassandra IngramDillon SheetsCraig Russell

CentralIA,IL,IN,KS,KY,MI,MN,MO,

ND,OH,SD,WI,WV

Elliott Johnson - ManagerNick RossiZach LantelmeJulie ChorpenningTBD

WestAK,AZ,CA,CO,HI,ID,MT,NE,

NV,OR,UT,WA,WY

Elliott Johnson - ManagerTBDBeau KopaszSean KellyDan Boryla

InboundRenewals Team:

Daniel Ling – ManagerTBDJessica AmayaAshley SalazarJhastelle Thompson

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