Avaya Hosted Solutions
….. Avaya Consultant Webinar
March 18th, 2010
Where Operations Services Fit
Facing Challenges?
 IT Staff Skills
 New technologies
 Managing current
environment
 Staying flexible enough
to stay competitive
In Transition?
 Legacy platforms
becoming obsolete
 Looking to procure
new solutions for
business challenges
 Growing/adding new
locations
 Operating 24x7
 Entering new markets
 Managing highly
 Desire to delegate
distributed, multi-location
applications
Controlling Costs?
 Focusing on core
competency to reduce
variable, costs
 Desire to Increase
operational efficiency
 Eliminate Unpredictable
management costs
 Undergoing downsizing
or corporate restructuring
more management
to a third party
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement
©2010. All or
rights
Avaya
reserved.
policy.
2
Flexible Options
Offers
Packages
Optimize
Operate
Monitor
ITIL
Elements
Retail
Avaya Del
System
Admin
Availability
Capacity
Partners will
Create own
Offers , Packages &
Pricing to End-Users
Operate
Incident Mgmt
Service Mgmt
Monitor
Notification
Monitoring
Powered by Avaya
Maintenance
Maintenance
Private Label
Co-Del
Optimize
Release
Change
Configuration
Problem
Incident
Service Mgmt
Service Desk
Portal
Private Label
Avaya Del
Service Desk
Powered by Avaya branded as your own
Manufacturer Support
Business
Business Mgmt
Management
Quote,
Order, Contract, Bill
Platform/Tools
Blue: Partner Delivers or is Responsible
Red: Avaya Delivers or is Responsible
©2010. All rights reserved.
AOS Offer Elements
Global &
Multi-Vendor Support
Optimize
Operate
Monitor
System Admin
Availability
Capacity
Release
Change
Configuration
Problem
Incident
Service Mgmt
Service Desk
Unified
Communications
Contact
Center
Network
Infrastructure
IP Telephony
Routing
WAN/LAN
Traditional
Telephony
Self Service
VPN
Reporting
Service
VoIP
Computer
Telephony
Integration
Server
Infrastructure
Recording
Application
Server
Workforce
Management
Wireless
Enterprise
Voice
Messaging
Video
Infrastructure
Video
Conferencing
Notification
Monitoring
Proactive
Contact
Services
Hosted Offers for IPT, CC, and Multi-media
New to Avaya from Nortel
Significantly Enhanced by Nortel
CI now
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement
©2010. All or
rights
Avaya
reserved.
policy.
4
ITIL Service Level Description
Optimize
Operate
Monitor
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
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
Service Monitoring
Monitoring of supported products and respond to alarms
Client Notification
To provide Notification of agreed status change to agreed devices
©2010. All rights reserved.
Avaya Hosted Solutions
What Are Avaya Hosted Solutions?
What Hosted Solutions are Available?
IP Telephony
Avaya Hosted Solutions are
Applications Hosted by
Avaya in the “Cloud” and
Delivered to Customers on
a Usage Based Model.
Unified Communications
Messaging
Contact Center / ACD
IVR
PSTN Services
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.
©2010. All rights reserved.
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Hosted Solution Center Services
Overview
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
Applications
Owns, Operates,
& Maintains all
Equipment and
Applications
Sells to Partner on
utility basis
Network
Partner is the
single customer
contact: Bundles,
Contracts, & Bills
all services
Avaya
Partner
Purchases all
Hosted Services
from Partner
Purchase / lease
CPE from Partner
End Customer
DID: 972-684-1611
Apps
Avaya
Hosted
Solution
Consumption
MPLS/IP
Network
GW
Office
PSTN
©2010. All rights reserved.
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Avaya’s Hosted Solutions Center
Applications Servers
Avaya
Hosted Solutions Center
• Secure Facility
CALEA
• No Single Point of Failure
LNP
PSTN
IP/MPLS
Network
E911
• Redundant WAN/LAN
• Multi-tenant Infrastructure
• Diverse Physical Access
Enterprise
IP Network
Internet
g/w
VPN
Router
PC/Laptop
Soft Client
• Redundant Power
• Back-up Power Generator
• 24 x 7 NOC Monitoring
Soft Client
©2010. All rights reserved.
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Hosted Solutions
Delivering Customer Value
ENTERPRISE VALUE PROPOSITION
•Save Money
BENEFITS
• Move from Capex to Opex
expenditure model
• Predictable Monthly Costs
•Outsource Complexity
•Increase Productivity and
Customer Satisfaction
Enterprises are looking for
tangible value. Hosted
Solutions can reduce costs by
over 30%.
• Reassign IT Resources to
Business Applications
• No Technology Obsolescence
• Standardized Capabilities
• Advanced Features
Reduces costs while improving
cash flow management and
reducing requirements for
capital expenditure outlay.
©2010. All rights reserved.
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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
• Avaya Hosted-CC Provides
Uniform Deployment at a
Reduced Cost
• 125 Different State Agencies
doing their own thing (Poorly)
• Abandoned Calls moved
from 40% to less than 2%
• Expensive IT Charges for Appl.
Development for each Agency
• Call Answer Time has gone
from 30 to 2 minutes
• No Common CRM Solution
• Most Agencies are realizing a
30-35% Savings over their
previous CPE Deployments
• 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
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http://www.ga.gov/00/article/0,2086,4802_0_111065276,00.html
©2010. All rights reserved.
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Hosted Solutions Packages
General Framework
Solution
Category
Service Package 1
Initial Feature Set
Service Package 2
Service Package 1 Plus:
Additional features
Service Package 3
Service Package 2 Plus:
Additional features
Add on Options
Step 1 - Determine Packages and How Many
Step 2 - Customize with Options
Step 3 – Price Offer
Option 1
Option 2
Option 3
Option 4
Simplified Purchase Model – Pre-packaged Bundles, Add Options
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©2010. All rights reserved.
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Hosted Unified
Communications
Hosted Unified Communications and
IP Telephony Services
UNIFIED COMMUNICATIONS
Premium IP Telephony Plus:
Multimedia productivity
features Including Click to
Call, Presence, IM.
Hosted IP
Telephony
IP TELEPHONY
Standard call handling
features
PREMIUM UNIFIED
COMMUNICATIONS
Unified
Communications Plus:
Collaboration features
including Video Calling,
Meet Me Conferencing
PREMIUM IP TELEPHONY
IP Telephony Plus:
Advanced telephony features
CENTREX IP
100s of business
features .
Meeting the Communications Needs Of Users at All Levels
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©2010. All rights reserved.
Hosted IPT Services
Centrex IP
Centrex IP:
Pre-packaged
Bundles
Premium IP Telephony:
+ IP Telephony
IP Telephony:
• Calling
Name/Number
• Call Hold
• Call Waiting
• Call Forward
• Call Transfer
• Class of Service
• 3 Way Conference
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•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
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
IP Phones
4 Port IAD
Analog Set
Fax
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
©2010. All rights reserved.
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Hosted High Level Architecture
AVAYA Provided
PSAP
HSC
Hosted
911
PSAP
PSAP
24x7x365 world class
Avaya
Network Operations
PSTN
3 PRI
Partner
Provided IP
PSTN Service
GW
Location-1
WAN
PSTN
1) Customer provided Gateway
2) Hosted PSTN
3) Remote User (VPN back to enterprise)
Location-n
©2010. All rights reserved.
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Hosted Solutions
Messaging Services
Basic Messaging
Unified Messaging (UM)
Capabilities Beyond Basic
• 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
©2010. All rights reserved.
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Hosted Contact
Center
Hosted Contact Center Services
Contact Center Agent
Premium Contact
Center Agent
Standard Features include
Premium ACD Agent plus:
Standard Features include
Contact Center Agent plus:
Standard Features include
Contact Center Agent Plus and:
> Skills Based Routing
> Contact Queuing and Presentation
> Avaya Hosted CCA Administration
> Communications Control Toolkit
> CTI
> Applications Interface
> Multimedia
> Outbound
> Instant Messaging
ACD Agent
Hosted ACD
Contact Center
Agent Plus
Premium ACD Agent
Standard ACD Features include:
Standard features include ACD Agent plus:
> Agent Queuing
> Call Queuing
> Overflow Handling
> Reporting
> ACD Operations Management
> Administrator Terminals
From Basic ACD to Full Multi-Media Contact Center
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©2010. All rights reserved.
Hosted Solutions
Custom 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)
©2010. All rights reserved.
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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
Speech
Text to
DTMF
Recognition
Speech
Ports
Ports
(Nuance/IBM)
Ports
Expert IVR
Application
Design &
Development
©2010. All rights reserved.
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Avaya Hosted Solutions
The 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?
• Do they have access to Opex
money, but not Capex?
• 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?
• 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
©2010. All rights reserved.
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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 Support@avaya.com
 For more Information on AOS:
– www.Avaya.com/AOS
©2010. All rights reserved.