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Four ways Avaya is transforming the client support services experience

Improved online services, solution-focused delivery, robust diagnostic services and accelerated recovery services are the future

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A passion for client satisfaction

For years, Avaya has delivered award-winning communications support services to our clients. But as our clients’ businesses and communications

solutions evolve, our support services need to evolve with them if we are to continue to earn their loyalty.

We listened to the voices of our clients, as well as market analysts and other industry sources,

in many ways. Then we re-conceptualized how communications support services should be delivered,

and how the value of those services can be enhanced. Our goal is to strengthen clientrelationships through faster issue resolution.

The result of this forward-thinking process is a revolutionary new approach to communications support

services — one that addresses today’s demands more effectively while positioning us and our clients for the

future. Today, we are doing things that few other vendors in the hardware and software support market are doing, such as live Web-based video and chat and

immediate publishing of known issue resolutions for instantaneous access by clients and partners.

In this eBook, we’ll show you the four components of our new approach. These initiatives

are transforming how we and our clients think about communications support services

and how we are taking those services to entirely new levels.

Let’s take a closer look.

1. Improved online servicesEasy-to-use online resources, tools and knowledgebase

Voice of the client:

“ I need fast

and easy

access to

information,

tools and

solution

expertise.”

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Increasingly, Avaya clients want fast, easy access to information, tools and solution

expertise. So it wouldn’t be a true transformation of communications support services

without emphasizing — and improving — our focus on eSupport.

To improve our clients’ online service experience, we’re introducing a number of

enhancements to our support Web site, including:

• Liveagentsforchatandvideo,whichallowsfasteraccesstoinformationtoaid

in trouble resolution.

• Immediateagentpublishingofallsupportknowledge,somanymoreknownsolutions

to problems will be available directly to customers and partners anytime, anywhere.

• Swarming,enabledviaWebsupport,tobringmultipleengineerstogethertosolve

complex customer issues.

•Improvedreal-timehealthchecksandanalytics.

•Avayaweb.alive® for faster interaction with agents on Web forums.

•Artificialintelligencetoolstohelpfindanswersrapidly.

continued…

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1. Improved online services (continued)Easy-to-use online resources, tools and knowledgebase

• Enhancedsearchcapabilitiesandimprovedpagearchitecture

for faster and more reliable search results.

• End-to-endviewofnetworkoperationsthrough

Avaya Operations Intelligence Suite (Avaya OIS).

• Customizabledashboardfeaturesandregistrationprocessimprovements

for enhanced personalization.

• One-clickaccessibilitytoproductsandstreamlinedcontent

subscriptions.

• EnhancedWebticketingforacceleratedresponsetimes.

Through these and other enhancements, Avaya is enabling a

better service experience with online resources and tools.

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2. Solution-focused deliveryReduced time to resolution and seamless support experience

Voice of the client:

“ The multiple

products and

applications in

my environment

make it hard to

quickly identify

and resolve

issues.”

Problemidentificationandresolutionhavereallybecomechallengingintoday’s

multivendor communications environments. No client can afford to wait on hold

or be transferred from one support technician to another until the right resource

is found.

To address this challenge, we restructured our support organization to develop deep

cross-portfolio solution expertise. Ourtrainingprogramsfocusonhowdifferent

products work together as a holistic solution within the customer environment.

A seamless support experience is another focus area. We are working to ensure

thatwhenyoucontactusforsupport,youarerouteddirectlytothebest-qualified

resource. That person is then accountable for handling the entire service request

through resolution, including the swarming of multiple resources in real time and

integration of Tier IV expertise into the solution team. This swarming capability

is most effective when clients submit service requests via the Web. In this way,

we eliminate or minimize client handoffs and resulting delays.

This approach — deep solution expertise, increased accountability,

collaborative support delivery — leads to faster and better

coordinated issue resolution.

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3. Robust diagnostic servicesRevolutionary diagnostics supporting complex communications

Voice of the client:

“ I want to

transition my

dedicated

systems to

highly distrib-

uted systems

across the

core, edge

and cloud.”

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Businesses today are rapidly adopting new voice, video, data, messaging and

collaboration technologies. At the same time, they are transitioning from

dedicated systems to highly distributed systems across the core, edge and cloud.

TheAvayaCenterofDiagnosticSciencesisredefiningourserviceabilitydesign

approach to reflect these changing client needs and the adoption of emerging

technologies. Next-generation diagnostic services under development include:

Solution-based diagnostics that address heterogeneous, dispersed environments

for holistic and intelligent issue detection, isolation and resolution.

Proactive product diagnostics, by which we are embedding

innovative diagnostic and serviceability architecture within

products.Thisspeedsidentificationandremediationofissues

by proactively eliminating them before they become problems.

Tools and automation that maximize communications system

uptime by helping clients themselves proactively diagnose and

resolve issues without on-site technical support from Avaya.

Seamless support experience through advanced remote service,

simplifiedtroubleshootingprocessesandproactivenotificationofpossibleissues.

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4. Accelerated recovery servicesImproving performance of mission-critical networks

Voice of the client:

“System reliability

and uptime are

critical to our

communications

strategy and

operations.”

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Simply stated, system failures will occur as global communications networks —

and the applications that run on them — become more integrated. Sometimes

it’s the product. More often, it’s the environment or outside factors.

Bottom line, when there’s an outage, you need leading-edge support. Avaya

createdtheEmergencyRecovery(ER)organizationtogiveourclients fully dedicated,

world-classoutagerecoveryservices.OurERteamusesproactivesupportmonitoring,

regional off-hours support and breakthrough outage recovery techniques to

minimize the impact of outages for our clients’ mission-critical communications.

How’sthatworkingout?Outageshavebeenrestored91percentfasterthanbefore

withsupportofourERteam,workinggloballytorestoreinterruptionsofserviceto

voice and data communications systems. We also expanded the scope of Avaya

products covered, so Avaya clients are experiencing quicker recovery times than

before for an even broader range of services.

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The new standard in support services

The pace of change in business today is relentless. As such, Avaya clients need

assurance that their communications systems will be available when and where they are needed.

Avaya is making investments for the future to deliver a solution-focused, collaborative and seamless support experience. The industry awards we’ve received

for these services are one measure of progress in important areas. Yet we also understand that success

mustbeearnedcontinuously—thatthenextchallengewehelpaclientorpartnerovercomewilldefine

tomorrow’s success.

We invite you to learn more. Discoverthefuture of communications support services, and

learnhowAvayaisredefiningthemanyimportantcomponentsofthesupportexperience.

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2011EXCELLENCE

IN SERVICE OPERATIONSAVAYA INC.

GLOBAL

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Learn moreTo learn more about communications support services from Avaya, talk to your Avaya Account Manager or Authorized Business Partner. For information on support service plans, click here. For support services, visit support.avaya.com.

About Avaya Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, data solutions and related services to companies of all sizes around the world. For more information, please visit www.avaya.com.

© 2012 Avaya Inc. All rights reserved.Unless otherwise noted, all trademarks identified by the ®, TM or SM are registered trademarks, trademarks or service marks, respectively, of Avaya Inc. 02/12