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

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where operations services fit
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?

In Transition?

Controlling Costs?

  • Focusing on core competency to reduce variable, costs
  • Desire to Increase operational efficiency
  • Eliminate Unpredictable management costs
  • Undergoing downsizingor corporate restructuring

Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

2

flexible options
Flexible Options

Offers

Packages

ITIL

Elements

RetailAvaya Del

Private Label

Avaya Del

Private Label

Co-Del

System Admin

Availability

Capacity

Optimize

Optimize

Partners will

Create own

Offers , Packages &

Pricing to End-Users

Release

Change

Configuration

Problem

Incident

Service Mgmt

Service Desk

Operate

Operate

Incident MgmtService Mgmt

Service Desk

Notification

Monitoring

Monitor

Monitor

Powered by Avaya Powered by Avaya branded as yourown

Portal

Manufacturer Support

Maintenance

Maintenance

  • Quote, Order, Contract, Bill

Business Mgmt

Business Management

Platform/Tools

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

aos offer elements
AOS Offer Elements

Unified

Communications

Network

Infrastructure

Contact

Center

WAN/LAN

VPN

VoIP

Server Infrastructure

Application Server

Wireless

IP Telephony

Traditional Telephony

Enterprise Voice Messaging

Video Infrastructure

Video Conferencing

Routing

Self Service

Reporting Service

Computer Telephony Integration

Recording

Workforce Management

Proactive Contact Services

  • System Admin
  • Availability
  • Capacity

Optimize

  • Release
  • Change
  • Configuration
  • Problem
  • Incident
  • Service Mgmt
  • Service Desk

Operate

Monitor

  • Notification
  • Monitoring

Global &Multi-Vendor Support

Hosted Offers for IPT, CC, and Multi-media

CI now

New to Avaya from Nortel

Significantly Enhanced by Nortel

Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

4

avaya hosted solutions
Avaya Hosted Solutions

What Hosted Solutions are Available?

What Are Avaya Hosted Solutions?

  • IP Telephony
  • Unified Communications
  • Messaging
  • Contact Center / ACD
  • IVR
  • PSTN Services

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.

6

hosted solution center services overview
Apps

PSTN

Hosted Solution Center ServicesOverview
  • 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

Network

Applications

Consumption

Purchases all Hosted Services from Partner

Purchase / lease CPE from Partner

Owns, Operates, & Maintains all Equipment and Applications

Sells to Partner on utility basis

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

Avaya

Partner

End Customer

DID: 972-684-1611

MPLS/IP

Network

Avaya

Hosted

Solution

GW

Office

avaya s hosted solutions center
LNP

CALEA

E911

PC/Laptop

Soft Client

g/w

Soft Client

ApplicationsServers

Avaya

Hosted Solutions Center

PSTN

IP/MPLS Network

Enterprise

IP Network

Internet

VPN Router

Avaya’s Hosted Solutions Center
  • 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 solutions delivering customer value
Hosted SolutionsDelivering Customer Value

BENEFITS

ENTERPRISE VALUE PROPOSITION

  • Move from Capex to Opex expenditure model
  • Predictable Monthly Costs
  • Reassign IT Resources to Business Applications
  • No Technology Obsolescence
  • Standardized Capabilities
  • Advanced Features
  • 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.

9

slide10
State of Georgia (Hosted Contact Center)Reducing Cost, Increasing Productivity, and Improving Customer Satisfaction

SOG Benefits/Value with Avaya

SOG – Previous Deployment

  • 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 a30-35% Savingsover their previous CPE Deployments
  • 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

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

10

hosted solutions packages
Hosted Solutions Packages

Add on Options

Option 1

Option 2

Option 3

Option 4

General Framework

Service Package 1

Service Package 2

Service Package 3

Solution

Category

Service Package 2 Plus:

Additional features

Service Package 1 Plus:

Additional features

Initial Feature Set

Step 1 - Determine Packages and How Many

Step 2 - Customize with Options

Step 3 – Price Offer

Simplified Purchase Model – Pre-packaged Bundles, Add Options

11

11

hosted unified communications and ip telephony services
Hosted Unified Communications and IP Telephony Services

UNIFIED COMMUNICATIONS

PREMIUM UNIFIED COMMUNICATIONS

Unified

Communications Plus:

Collaboration features including Video Calling, Meet Me Conferencing

Premium IP Telephony Plus:

Multimedia productivity features Including Click to Call, Presence, IM.

Hosted Unified Communications

IP TELEPHONY

PREMIUM IP TELEPHONY

CENTREX IP

Hosted IP Telephony

Standard call handling

features

IP Telephony Plus:

Advanced telephony features

100s of business

features .

Meeting the Communications Needs Of Users at All Levels

hosted ipt services
Hosted IPT Services

Centrex IP

  • Centrex 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
  • 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
  • IP Telephony:
  • Calling Name/Number
  • Call Hold
  • Call Waiting
  • Call Forward
  • Call Transfer
  • Class of Service
  • 3 Way Conference

13

13

13

hosted high level architecture
GWHosted High Level Architecture

AVAYA Provided

PSAP

Hosted 911

PSAP

HSC

HSC

PSAP

24x7x365 world class

Avaya

Network Operations

PSTN

3 PRI

Partner Provided IP PSTN Service

Location-1

WAN

PSTN

  • Customer provided Gateway
  • Hosted PSTN
  • Remote User (VPN back to enterprise)

Location-n

hosted solutions messaging services
Hosted SolutionsMessaging Services

Basic Messaging

  • 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
  • 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

15

15

slide16
Standard Features include Contact Center Agent Plus and:
  • Multimedia
  • Outbound
  • Instant Messaging

Standard Features include

Premium ACD Agent plus:

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

Standard Features include

Contact Center Agent plus:

  • Communications Control Toolkit
  • CTI
  • Applications Interface

Hosted Contact Center

From Basic ACD to Full Multi-Media Contact Center

Hosted Contact Center Services

Contact Center Agent Plus

Premium Contact Center Agent

Contact Center Agent

ACD Agent

Premium ACD Agent

Standard ACD Features include:

  • Agent Queuing
  • Call Queuing
  • Overflow Handling

Standard features include ACD Agent plus:

  • Reporting
  • ACD Operations Management
  • Administrator Terminals

Hosted ACD

hosted solutions custom contact center services
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)

17

17

hosted ivr services
Hosted IVR (Interactive Voice Response) Program

Basic

DTMF

Ports

Text to

Speech

Ports

Speech

Recognition

Ports (Nuance/IBM)

Expert IVR Application Design & Development

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
avaya hosted solutions the hosted customer profile
Avaya Hosted SolutionsThe Hosted Customer Profile

How do your further Qualify?

The Ideal Customer – What to Ask?

  • 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
  • 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?

19

resources aos global sales support team
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
  • For more Information on AOS:
    • www.Avaya.com/AOS
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