avaya contact center solutions for ip office n.
Download
Skip this Video
Loading SlideShow in 5 Seconds..
Avaya Contact Center Solutions for IP Office PowerPoint Presentation
Download Presentation
Avaya Contact Center Solutions for IP Office

Loading in 2 Seconds...

play fullscreen
1 / 41

Avaya Contact Center Solutions for IP Office - PowerPoint PPT Presentation


  • 1172 Views
  • Uploaded on

Avaya Contact Center Solutions for IP Office. Ref : v2 Avaya Contact Center solutions for IP Office Business Partner Jan30th 2014. Agenda. Avaya midmarket collaboration Midmarket Contact Center Opportunity Avaya Contact Center Solutions for IP Office Partner Business Proposition

loader
I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
capcha
Download Presentation

PowerPoint Slideshow about 'Avaya Contact Center Solutions for IP Office' - winona


An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript
avaya contact center solutions for ip office

Avaya Contact Center Solutions for IP Office

Ref: v2 Avaya Contact Center solutions for IP Office Business Partner Jan30th 2014

agenda
Agenda
  • Avaya midmarket collaboration
  • Midmarket Contact Center Opportunity
  • Avaya Contact Center Solutions for IP Office
  • Partner Business Proposition
  • Tools for your Success
avaya ip office a simple powerful midmarket collaboration solution
Avaya IP OfficeA Simple, Powerful Midmarket Collaboration Solution

Virtualized software, dedicated server, or appliance

Supporting 2000 users with a full suite of

UC, mobility and collaboration tools

avaya midmarket collaboration solution simple powerful affordable
Avaya Midmarket Collaboration SolutionSimple, Powerful & Affordable

Contact Center by DevConnect

Video

UC

Mobility

Networking

Security

avaya midmarket collaboration solution simple powerful affordable1
Avaya Midmarket Collaboration SolutionSimple, Powerful & Affordable

NEW!

Contact Center

Feb 28th

Video

UC

Mobility

Networking

Security

ip office contact center opportunity for 2014 segmented by agent seats
IP Office Contact Center Opportunity for 2014Segmented by agent seats

2,400,000

Total agent seats

43%

28%

15%

1,045,000

371,000

675,000

MZA, The Global Telecommunications Market, The World Contact Centre Market Forecast Volume, October 2013

slide8
Selling the Construct Reduces # of CompetitorsIt’s a close race between Avaya and Cisco - Others Trail Behind

1% of market share across the full solution construct* can potentially generate over $500M in incremental revenue

*Full Solution Construct = call control plus corresponding apps, video, devices, networking..)

Source: Avaya Strategic Analysis and Market Intelligence Team, Avaya June 2013 Market Demand Forecast, Canalys 2Q2013 WW Call Control Report: Under 1000 segment captures excludes very large enterprise systems of 1000+

customer experience has evolved
Customer ExperienceHas Evolved

73%

Millennials will stop doing business with a company after one bad experience

59%

INTERNET SELF-SERVICE

82%

BUY MORE from companies that make it easy to do business

77%

PHONE

20%

TWITTER, FACEBOOK

64%

STORE

50%

say they constantly change how they deal with organizations

23%

9 of 10

9 of 10 consumers want support while online

WEB CHAT

% using channel to communicate with organizations

the bottom line
The Bottom Line
  • Midmarket represents a big opportunity
  • Segment has money and interested in UC and telephony
  • Looking to spend – technology that is vital to survival
  • Highest growth
    • Organizations with 250 - 2000 people or enterprise branch
  • Customer needs reside in 3 prime selling areas:
    • Collaboration (audio, video, web)
    • Customer Interactions (multichannel CC)
    • Mobility and BYOD (clients, security, management, accessibility)
  • Solution: IP Office Construct
    • 4 deployment models (S/W, Appliance, Virtual, Hybrid)
competing for the midmarket
Competing for the Midmarket
  • Cohesive, powerful single vendor pitch – from a market leader
    • Greater opportunities to compete in midmarket contact center space
  • Install base is prime for upsell:
    • 375,000 businesses use IP Office!
  • Increase constructs and average selling price
  • Simple to deploy at a highly competitive price
  • Market Leadership
    • #1 in Contact Center ACD with 30.5% global market share1
  • Technology Leadership
    • Avaya Contact Center Solutions consistently named a leader in the Gartner Magic Quadrant for the last 13 years2
  • Enterprise Leadership
    • 95% of all Fortune 500 companies are running Avaya Solutions Today.3

Gartner (Avaya External Use Market Share Summary - August 2013)

Gartner MQ for CC; Avaya News release

Business Analytics Company Revenue, Sales In/Sales Out SoldTo Revenue (based on product revenue in the last 5 years and/or maintenance revenue in the last years.) and Fortune 500 List 2013

contact center solutions for ip office
Contact Center Solutions for IP Office

Customer Value Proposition

  • Avaya Contact Center Solutions for IP Office extend Avaya innovation in customer experience management to midsize businesses, with the simplicity and value many of them require.
  • These solutions, optimized for use with IP Office software, enable blended multichannel capabilities that help improve customer experience to increase revenue, and agent efficiency to reduce cost.
avaya contact center solutions for ip office1
Avaya Contact Center Solutions for IP Office

Avaya Contact Center offersbased on Avaya Aura

Avaya Aura Contact Center Suite for Midsize Enterprise (AACC-M)

Avaya Aura Call Center Elite for Midsize Enterprise (Elite-M)

  • Primary Competitors:
  • Genesys
  • Cisco
  • Interactive Intelligence
  • Altitude

Suite-based enterprise features (HA, session mgmt.)

Integrated advanced applications

Avaya Contact Center Select

GA June 24

  • Competitors:
  • Cisco UCC-X
  • Interactive Intelligence CIC
  • Aspect
  • Shoretel
  • Genesys Express
  • Huawei
  • Shoretel
  • Etc.
  • Primary Competitors:
  • Genesys Express
  • Cisco UCCx
  • Altitude
  • Presence
  • Huawei
  • Primary Competitors:
  • Genesys Express
  • Cisco UCCx
  • Altitude
  • Presence
  • Huawei

Avaya IP Office Contact Center

GA Feb 28

Multi-channel

  • PrimaryCompetitors:
  • ShoreTel
  • Voxtron (BT)
  • Altitude
  • Presence

Contact Center Solutions for IP Office

Voice

100

30

50

250

400

5

slide15

Avaya IP Office Contact Center

Planned GA

28th February

Supported in US, Canada, UK, Australia, New Zealand and India - English only in first release

avaya ip office contact center
Avaya IP Office Contact Center
  • Simple
        • Easy to install
        • Intuitive to use
  • Powerful
        • Multichannel
        • Call recording for all agents/supervisors
  • Scalable
    • 5 to 100 agents
    • Single site or across the enterprise
avaya ip office contact center is multichannel

Contact Management

Avaya IP Office Contact Center is Multichannel

Contact Center Resources

Customer / prospects

Agent Groups

Voice

Agents

Email

Universal Queue

ExternalDestination

Contact Center

Waiting Announcements

  • Chat,Call Back

Media-specific

Skills-based routing and

Channel prioritization

IVRAgents

avaya ip office contact center simplicity
Avaya IP Office Contact CenterSimplicity

Collect

Customer data

Excel

Install

IPOCC Software

Windows MSI

About 2-3 h for 20 Agents

Import

Customer data

About 1 h for 20 Agents

Customize

To customer needs

Depends on requirements

ip office contact center powerful features
IP Office Contact CenterPowerful features
  • Any mix of voice, email, web chat
    • It’s how your customers customerswants to do business!
  • Skills-based routing
    • Delivers optimum customer experience
  • Outbound campaigns - Preview & progressive dialling
    • Drive greater revenue, increase agent efficiency

Voice

Email

  • Chat,Call Back

Supported in US, Canada, UK, Australia, New Zealand, India (English only)

ip office contact center powerful features1
IP Office Contact CenterPowerful features
  • Real time & historical reports
    • email/web/voice transactions
  • Powerful, customizable agent desktop
    • click to call, multichannel view etc
  • Call recording for every Agent and Supervisor
    • Improves agent performance, eliminate conflicts
  • Built in IVR promotes self service
    • Reduce agent handle time

Supported in US, Canada, UK, Australia, New Zealand, India (English only)

avaya ip office contact center scalable
Avaya IP Office Contact CenterScalable
    • Targets customers with up to 2000 employees, 5 to 100 agents
  • Single site or multiple locations across the enterprise
    • In the office
    • Remote
avaya ip office contact center solution configuration
Avaya IP Office Contact Center Solution Configuration
  • Application server
  • VMPRO/contact recorder

IP Office 500v2 R9.0.2

Single site

5 to 30 agents

  • Partner provided server
  • or virtualized
  • Runs IPOCC

IP Office Server Edition

R9.0.2 Multilocation

5 to 100 agents

Up to 32 locations

  • Partner provided server
  • or virtualized
  • Runs IPOCC
why sell solutions partner advantages
Why Sell Solutions?Partner Advantages
  • Expand the ways you engage with prospects and customers
    • Telephony, data networking/switches, security, services, video conferencing, contact center
  • Increase constructs and average selling price
    • High margin applications and complimentary products & services
  • Enhance your value to customers
    • Trusted advisor with comprehensive solution
    • Provide customers with a richer, more powerful UC&C solution
  • Develop more opportunities for up-sell & service / maintenance contracts
up to 75 increase in revenue pitch the full ip office construct
Up to 75% Increase in Revenue!Pitch the Full IP Office Construct

(scale x 1,000)

75% Increase!

$ =000

Note: Example includes IP Office, Networking, Video Solution for IP Office, Security, Install, Maintenance

US Pricing, Assumes Co-delivery IPOSS

reach for the midmarket
Reach for the Midmarket

(scale x 1,000)

260% + Increase!

$ =000

Note: Example includes IP Office, Networking, Video Solution for IP Office, Security, Install, Maintenance

US Pricing, Assumes Co-delivery IPOSS

fewer codes simple configuration
Fewer Codes – Simple Configuration

The impact to your business

  • Less time designing the solution
  • Doesn’t require high level engineering
  • expertise
  • Do budgetary designs on the fly
iposs for ip office contact center
IPOSS for IP Office Contact Center
  • Additional revenue
    • Customize with your value add services
  • Cost reduction
    • Remote access improves resolution times, reduces dispatches
    • Multi-year support reduce renewal expenses
  • Layer onto existing IPOSS per-server pricing
    • 24x7 or 8x5, Co-Delivery or Wholesale, 1, 3, 5 year options
    • Priced per agent/supervisor
  • Integrated into IPOSS quoting and ordering
    • Distributor and Avaya tools

IPOSS is Required for IP Office Contact Center Solutions

contact center solutions for ip office easy add on partner certification
Contact Center Solutions for IP Office Easy Add-on Partner Certification

New

Avaya Contact Center Solutions for IP Office degrees

  • Sales – 3 hours or less
    • One person holding the APSS to sell either solution
  • Design – 3 hours or less
    • One person for Avaya Contact Center Select
  • Implement and Maintain – 1 ½ to 3 days
    • One person per solution; targeted list price $1920/course

Existing SMEC Training & Certifications Required

(Sales- 2 - APSS, Implement -1 AIPS, & Maintain – 1 ACSS)

unique avaya attributes helping to increase your margins
Unique Avaya AttributesHelping to increase your margins

Single-vendor solution

Services

  • Control inventory costs
  • Train on one product line
  • Compelling road map
  • Quick install
  • Off-line configuration
  • Margin rich, low cost support options

Marketing

Start-up Costs

  • Whole Construct materials
  • Turnkey assets at reduced rates
  • Targeted promotions, programs
  • Global & local campaigns, events
  • Low upfront investment
  • Virtual training option
  • Full Stack demo kit choices
what s in it for you summary
What’s in it for You?Summary

Easy to Get Trained

Applications

& Services

Better Margins

Short Sales Cycle

Faster to Implement

slide33

Avaya Contact Center Select

Planned GA

End June 2014

avaya contact center select addressing sophisticated requirements
Avaya Contact Center SelectAddressing sophisticated requirements

Planned June 2014

  • Target Customer: Up to 2000 employees and 30 to 250 agents
  • Derivative of Avaya Aura Contact Center (AACC)
    • Purpose built for the IP Office Platform
  • Integration to business process and 3rd party applications
  • Voice, email, web chat, SMS, and fax
  • Avaya-supplied server or partner supplied server, virtualized software
  • Sold and supported globally

Voice

Email

  • Chat,Call Back

Fax

SMS

positioning avaya contact center solutions for ip office
Positioning Avaya Contact Center Solutions for IP Office
  • Position the right product first time
    • Based on size and growth
    • Requirements – now and future
avaya contact center solutions for ip office2
Avaya Contact Center Solutions for IP Office

POM=Proactive Outreach Manager, AEP=Avaya Experience Portal, WFO=Work Force Optimization

midmarket avaya contact center solutions product delivery timeline overview
Midmarket Avaya Contact Center Solutions Product Delivery Timeline Overview

4/29Avaya Contact Center SolutionsLaunch

1/28Avaya IP Office Contact CenterPress Release

End June 2014Avaya Contact Center Select GA

2/28Avaya IP OfficeContact CenterGA

1/22APSS

Training

2/7APSS

Cert Test

4/1ASPS Install Theory

3/3Orderable

ASPS test

5/19ASPS Lab

2/24ASPS

Training

your resources
Your Resources
  • Available soon!
  • Customer References
  • Competitive Information
  • Feature videos
  • Use Case scenarios
  • eBook
  • Solution Guide updates
  • Sales Playbook updates
  • Available at announcement
  • Partner pitch pack
  • Customer deck
  • Fact Sheet
  • FAQ and Q&A documents
  • Product offer document

Check the Avaya sales portal for updates!

summary avaya contact center solutions for ip office
Summary Avaya Contact Center Solutions for IP Office

Simplicity you expect - Built on the proven IP Office software platform

Cost effective capabilities to meet the growing demands of the midmarket

Contact Center is the fastest growing segment of is the midmarket

Be a part of it!