AVAYA CLOUD SOLUTIONS
DELIVERED BY BT WHOLESALE
1
Avaya Cloud solutions is part of Hosted
Communication Services
AVAYA CLOUD
SOLUTIONS
Contact Centre and Unified
Communications
Enterprise grade functionality,
scalability and service
“
Because our Hosted Communications Services are embedded
within our dedicated next-generation network, we offer built-in
quality of service, security and resilience. It has all the
advantages of the cloud, only better…
2
”
Cloud – if you had any doubt…
25% of
56% of survey
surveyed
companies utilise
hosted services; of
non-users,
respondents
currently use or
plan to use
collaboration
through a software
as a service (SaaS)
deployment model
47% are likely to
use hosted
services within the
next 12 months
Frost and Sullivan
3
Forrester
Cloud-based
contact centre
seats are expected
24%
to grow at
compound annual
growth rate from
2013 to 2016
DMG Consulting
Contact Centre as a Service (CCaaS) is here!
market share from
Businesses must
participate in cloud
2.1%
Global contact
centre agent
revenue CAGR
delivery or risk
losing market share
s
1,20
0
$1,20
0
80
0
$80
0
40
0
$40
0
$
0
(in Thousands)
Global CCaaS
agent revenue
CAGR
platforms
Agent
$1,60
0
–
2013
2014
2015
2016
Sources: Gartner,
DMG, 2013
CAGR from 2013 to 2016
Sources:
Gartner, DMG, 2013
4
CCaaS Agents
on-premise
18.1%
Revenue
CCaaS is taking
(Dollars in Millions)
Global CCaaS
agent seat
CAGR
CCaaS Revenue
24.3%
1,60
0
$2,00
0
UK Contact Centre opportunity
Agent positions and contact centres by size band (end 2013)
2000
160,000
120,000
1200
Agent Positions
80,000
Contact Centres
800
40,000
400
0
Contact Centres
Agent positions
1600
Note 1: Analyst forecasts
range 600,000 – 800,000
agents
Note 2: Analyst forecasts
range 1400-1900 CC
deployments
0
10-25
26-50
51-100
101-250
251-500
501-1,000
1,000+
Source: ContactBabel 2014
Agent position size range
Large contact centres (with over 250 agent positions) employ around half of all contact
centre staff, despite accounting for less than 9% of physical contact centre sites
5
UK UC opportunity
UK Hosted UC Services Market
$500
$400
Large enterprise and government >1000
3,500
Mid-sized enterprises 250-1000
3,000
SMEs <250
$350
Extensions, year end (000s)
2,500
$300
$250
2,000
$200
1,500
$150
1,000
# Extensions (‘000s)
End Customer Spend (£M)
$450
4,000
$100
500
$50
$-
0
2014
2015
2016
2017
Source: Ovum UC Services
Forecast 2014-2019
2018
Ovum forecast the Hosted UC market to be worth £377m by 2017 supporting 2.7m
business users
6
UK Avaya legacy system status
9
UK Ports (M)
Supported
End of Manufacturer Support
6
End of System Support
3
Sales opportunity for Channel
Partners – but also threat from
competitors
0
2014
7
2015
Platform
Systems Active
Ports Active
Systems (EOMS)
Ports (EOMS)
ACM (Red)
6,200
5.1M
3,300
3.2M
CS1K / Meridian (Blue)
7,500
3.6M
6,800
2.8M
Total
13,700
8.7M
10,100
6M
The Enterprise market for hosted UC and Contact Centre
is growing rapidly
UK Contact Centre Market
700K contact centre
agents in the target
segment
2017
On premise
160
140
120
100
80
60
40
20
0
Hosted Contact Centre
Hosted
market
growth
2014
UK Unified Communications Market
3000
2015
2016
2017
Hosted UC
2500
Hosted
market
growth
2000
5m PBX/ UC
seats in the
target segment
On premise
Hosted
1500
1000
2017
500
0
2014
8
2015
2016
2017
Avaya Cloud Solutions Drivers
Hosted Avaya
• Enterprise Solution
with roadmap
• Carrier grade SLA
• Opex model and
flexibility
End Customer Market:
• Lack of systems flexibility
• Inability to respond to new
market needs
• Reduce unexpected costs
• Constraints on capital
• Increasing business risk
• Reliance on scarce skills
• Concerns about resilience
and security
9
Channel Partner
• Declining returns
• Competition for
maintenance
• Commoditisation of
support activity
• Growth constraints
• Constraints on capital,
risk and time
AVAYA CLOUD SOLUTIONS
PROPOSITION
10
Session Agenda
• The Avaya Cloud Solution Platform
• The Service Model
• The Commercial Model
11
The BTW and Avaya Cloud Solutions Foundation
Designed for Channel
Partners
Avaya Cloud
Reference Architecture
• Based on Avaya Cloud Reference Architecture.
• Avaya Aura® Enterprise feature set supporting UC and Contact
Centre capabilities
• Always current – alignment with GA calendar
Simplicity, Resilience
and Security
• Portal based ordering reduces order time to 30 minutes
• Avaya Control Manager transforms MAC management
• Avaya Aura® HA architecture and integration within BT strategic
voice platform delivers carrier grade security and resilience
Transformational
commercial model
12
• Follows Avaya 2 tier distribution model
• Aligned to Avaya Connect program
• Supports service and commercial differentiation by Channel
Partners
• True utility model – not based on licenses
• Unique charging model reduces user costs by >50%
• Channel Partners can manage utilization to optimize margin
Underneath the bonnet it’s the ACS Reference Architecture
13
ACS - A Geo-Resilient Architecture, Delivering Carrier
Grade Service
Channel Partner Service Boundary
ACS Service Boundary
HA DRS
Clusters
BT Data Centre
BTW SIP Trunking
End
Customer
WAN
Access
Automated
Service Portal
BTW Ethernet
BT Strategic Voice
Infrastructure
HA DRS
Clusters
BT Data Centre
Ordering Portal
Aura Cloud Reference
Architecture
14
Dedicated SIP trunks per end customer are provisioned to
guarantee service
WSIPT Dedicated Instance per End Customer
Dedicated CC Trunks
HA DRS
Clusters
Dedicated UC Trunks
Dedicated CC
Trunk Group
End
Customer
Network
Dedicated CC Trunks
Dedicated UC
Trunk Group
HA DRS
Clusters
Each Trunk
Group
manages
the max call
capacity
allowed
based on
channel
partner
entered
information.
Dedicated UC Trunks
Numbers
built against
appropriate
Trunk Group
Presentation numbers set
against individual trunks.
All ACS SIP trunks are non-contended
15
Delivering an end to end service underpinned by carrier
grade SLAs and SLGs
Channel Partner Service Boundary
ACS Service Boundary
HA DRS
Clusters
End
Customer
WAN
Access
BT Data Centre
BTW SIP Trunking
BTW Ethernet
BT Strategic Voice
Infrastructure
HA DRS
Clusters
BT Data Centre
Call Processing Availability 99.99% pa
16
•
Call processing is underpinned by Service Level Guarantees
•
SLGs tracked by End Customer deployments so Channel Partners can construct E2E SLAs
Delivering an end to end service underpinned by carrier
grade SLAs and SLGs
Service Level Definitions
Service Level
Guarantees
provided on
Call
Processing
Restore Time
Service availability
17
Call Processing:
99.99% pa (53 minutes pa)
Call Recording & Multichannel availability:
99.99% pa
Avaya Control Manager Portal availability:
99.99% pa
Provisioning and fault reporting portal
availability:
99.9% pa
Response/ Restore Times
Response
Severity 1 - Call processing is down for
>20% of users
30 minutes
1 hour
2 hours
4 hours
Severity 2 – Major problems for which
there is no workaround
1 hour
4 hours
4 hours
6 hours
Severity 3 – Other problems for which
there is a reasonable workaround
4 hours
12 hours
12 hours
24 hours
Severity 1/2 support hours
24/7/365
P3 support hours
M-F 0800-1800
Update
Restore
Voice
Restore
Other
Service Credits
payable after
30 minutes
outage
Launch Capability – Unified Communications
EC500;
Mobility
One-X Communicator (PC); Desktop Video;
IM & Presence
Telephony;
Voicemail
Foundation
Basic IPT & Voicemail
18
One-X Communicator (PC); Desktop Video;
IM & Presence
Telephony ;
Voicemail
Telephony;
Voicemail;
Presence (issued)
Launch Capability – Customer Experience Management
Performance
Management
Automated
Experience
Assisted
Experience
19
WFM Advanced
Time Off Manager; Strategic Planner; Coaching; Advanced
Scorecards; plus all WFM Basic features
WFM Basic
Forecasting & scheduling; Advanced Adherence; Media Blending;
Basic scorecards
Contact Centre MIS
Real-time & historical reports (ANAV); Real-time MIS feeds for
Wallboards
IVR – (Experience Portal)
Touch Tone / DTMF; ID&V; Self-Service
CTI-Integrations (AES)
DMCC & TSAPI integrations; 3rd party system screen pop
Outbound
Basic outbound campaigns, click-to-dial
Supervisor
Basic Agent plus Supervisor interface, with Real-time and
Historical Reporting plus Visual Contact Analyzer
Multi-Channel (EMC)
Support for blended Voice, Email, Web Chat & SMS interaction
management
Call Recording
Line side recording, storage & retrieval
Basic Agent
Elite Routing; One-X Agent Softphone (shared control with SIP
hardphone); hard-phone option;
How do we bring this together for you?
20
Avaya Cloud Solutions enables the partner value-add
opportunity
Inbound
Services
Ethernet
services
Inbound
services
Avaya
CPE
Outbound
minutes
CR Archive
Storage
Applications
(CRM, PCI,
etc.)
Network CPE
BTW
Avaya
Cloud
Services
Partners
Access
Network
BTW service
3rd
party solutions
Handsets/
ancillaries
Business
Consultancy
21
LAN
Assessment
Managed
Services
ACS is a corporate cloud solution. Partner skills, capabilities,
accreditation and commitment are key:
Commitment:
– Agree joint volume/ financial objectives and a joint plan to achieve
– Minimum spend per new customer: £500 per month
– Spend under this contract will count towards Channel Partner accreditation under the Avaya
Connect partner program
– Contract Term: The later of 1 year from the contract date and the conclusion of the last services for
your last End Customer
Skills & Capabilities:
– Compliance with the competency model and credentials requirements for the service
– Undertake mandatory training
Support
– Channel Partners must undertake 1st line helpdesk (handle all Severity 4 requests)
– Channel Partners must undertake customer MACDs
– Outsource to approved providers possible
22
The ACS 2 Tier Model empowers the independent channel to
address the cloud CC/ UC market
Distributor
Avaya
Distributor
BTW Cloud
Provider
23
Channel
Partner
Channel
Partner
Channel
Partner
•
Tailored proposition for the Mid Market, Enterprise & Gov’t
•
Aligned to Avaya distribution
•
Support from Avaya Hi-Touch teams
•
Fully aligned with Avaya Connect program
End Customer
End Customer
End Customer
The Avaya Cloud Solutions service model assumes a material
role for channel partners (Simon, please see next slide)
On-board
Service
Provider
Customer
requirements
capture
Pre-provision
customer
Configure and
enable
customer
Provision
In-Life
Hosted
Avaya
break/fix
WAN/LAN
break/fix
BTW/Avaya responsibility
Service Provider responsibility
24
1st Line
Triage
1st line Help
Desk & MACs
NB: BTW will
not accept
Severity 4 calls
Our structured programme to bring partners on board is in
place
Engage Partner
Understand proposition
Accredited
partner
Confirmed
commitment
Enable partner
Forecast and joint plan agreed
Contract signed
Training-Sales
Proposition/ indepth
Sales
Proposition
USP
Pricing strategies
How to complete
customer solution
Partner in-life and sales
Provision
and on-board
customers
25
Sales
Campaigns
Training –
Technical Sales
Product training
Technical Sales
UC & CC in detail
Numbering
CPE, Network &
Infrastructure
CTI Interfaces
Billing & Reporting
Establish partner ACS
Submitted CRF
Establishment BTW ACS and CPE
Avaya Control Manager
(ACM) training
ACM Service Provider
platform
Add & configure users
Delegate responsibility
Reports
Partner Operational
readiness
Establish
partner –
Inbound
Establish
partner –
Ethernet
Operational enablement:
Provision, configuration, 1st line
support, fault management,
process, resources, contacts
Establishment
and On-board
Inbound
Establishment and
On-board BTW
Ethernet
The ACS service model allows Channel Partners to create
and deliver value
Customer
Provision
Pre-provision
Order fulfilment
Order
submission
Customer requirements capture
On-site provision
Configure and enable customer
CONTROL MANAGER 7.1
Customer
In-Life
Fix/ resolve
2nd Line Help
Desk
BTW domain
26
Triage/
Escalation
1st line customer Help Desk &
MACs
Partner domain
WAN/LAN, CPE
or partner
app. resolve
Channel Partners order ACS CC/ UC services for customers
through the BTW Ordering Portal
27
Avaya Control Manager – simplified management tools
AVAYA AURA® CALL CENTER
ELITE (CC ELITE)
AVAYA CALL MANAGEMENT
SYSTEM (CMS)
AVAYA ONE-X® AGENT
AVAYA AURA® WORKFORCE
MANAGEMENT (WFO)
CONTROL MANAGER 7.1
AVAYA IQ
AVAYA AURA®
CONTACT CENTER (CC)
AVAYA AURA® PERFORMANCE
CENTER (PC)
AVAYA UC APPLICATIONS:
AVAYA CONTACT CENTER
EXPRESS (CCE)
Avaya Aura® Communication
Manager
Avaya Aura® Session Manager
AVAYA AURA® ELITE
MULTICHANNEL
Avaya Aura® Presence Services
AVAYA INTERACTION CENTER (IC)
AMS PROMPT MANAGEMENT
AVAYA AURA® EXPERIENCE
PORTAL (EP)
AVAYA UNIFIED MESSAGING:
AVAYA PROACTIVE CONTACT (PC)
Avaya Communication Manager
Messaging
AVAYA PROACTIVE OUTREACH
MANAGER (POM)
28
Avaya Aura® Messaging
Avaya Modular Messaging
Simplified Management – reducing operational costs
Control Manager
Template
Management
User(s)/Station(s)
Management
Centralized
License Tracker
Agent(s)
Management
Microsoft
Active Directory
(AD) Integration
Organizational Chart
Management
Self-Service Solutions
(Avaya Experience Portal /
Proactive Outreach
Manager)
Scheduling
Capabilities
Role-Based
Access Controls
(Permissions)
29
Centralized
Administration
Auditing
Capabilities
Avaya Control Manager
Comprehensive license tracking and management
30
Avaya Control Manager
Work flow creation couldn’t be easier
Since no programming
expertise is required…
Designing a customer
experience has never
been simpler!
31
Introducing ANAV
Real Time and Historical
Reporting
for Contact Center Environments
ANAV Visual Contact Analyzer
Cradle-to-Grave Contact Center
Reporting
32
•
Provides real-time contact center statistics integrated
with business data from legacy systems
•
Includes a design environment for dashboard
and report customization
•
Allows supervisors and managers to use one application
to manage all aspects of the contact center
32
The Commercial Model
33
True Utility Approach..
Hosted Avaya
Channel Partner
PUPM
34
££
End Customers
PUPM
End Users
££
•
Commercial model is based on PUPM charging fees through the channel to the end customer
•
NO capex for the channel partner – minimal onboarding costs for end customer
•
A complete utility model
•
12 month commitment per new end customer
•
UC volumes - based on the number of provisioned users
•
CC volumes - based on a unique Average High Watermark model – this is UNIQUE!
End Customer RRP – Unified Communications
Mobility
EC500;
Foundation
One-X Communicator (PC)
Desktop Video
IM & Presence
One-X Communicator (PC)
Desktop Video
IM & Presence
Telephony; Voicemail,
Presence (issued)
Telephony; Voicemail;
Telephony; Voicemail;
End Customer Price
End Customer Price
End Customer Price
£tba per user per month
£tba per user per month
£tba per user per month
Basic
35
End Customer RRP – Contact Centre
£50 per port per month
£20 per user per month
+Experience Portal (IVR)
+Supervisor
AEP/IVR
Supervisor
£22.50 per user per month
£25 per user per month
+Call Recording
+Multi-channel
£60 per user per month
Voice
Recording
Multi-Channel Contact
Routing + Preview O/B
Basic Agent
Voice Agent (Elite Call
Routing & CMS)
UC Foundation
UC Foundation
36
Standard: £18.00 PUPM
Basic: £1.50 PUPM
Advanced: £30.00 PUPM
Advanced: £2.50 PUPM
+WFM Scheduling
+CTI Integration
WFM Scheduling
CTI Integration
ACS innovative commercial model provides Channel
Partners with significant competitive advantage
ACS Pricing basis
Basic Elite
Agent
AEP/ IVR
Port
WFO Call
Recording
ACS pricing:
TRUE UTILITY
Aggregated AHWM
£60.00
£50.00
EQUIVALENT: Typical
Cloud delivery basis
Peak in month
£42.00
£35.00
£32.50
EQUIVALENT: Typical
On-Premise basis
Named agent
£28.00
£23.30
£15.00
37
The Average High Water Mark (AHWM) pricing model
gives you to opportunity for flexible end-customer pricing
Daily volume of CC agents across a typical month
180
Standard Scenario - Typical CC Profile
161
• A “peak concurrent usage” model would
charge for 110 agents in this scenario
160
140
110
120
• The ACS AHWM model charges for 71
agents
• Delivers incremental savings of circa
35% vs peak monthly charging
100
80
60
Burst Scenario
40
• A “peak concurrent usage” model would
charge for 161 agents in this scenario
20
Standard scenario
31-Jan
29-Jan
27-Jan
25-Jan
23-Jan
21-Jan
19-Jan
17-Jan
15-Jan
13-Jan
11-Jan
9-Jan
7-Jan
5-Jan
3-Jan
1-Jan
0
• The Hosted Avaya HWM model would
charge for 81 agents
• Reduction of 51%
Burst scenario
Note: These illustrative reductions relate to the usage volumes counted for CC Agents. From a charging
perspective, the difference between the number of provisioned agents and AHWM agent usage will be charged at
the UC Foundation rate. This means the financial saving will be 5/6th of the above numbers.
38
And there’s more………the Aggregated Partner Peak
Aggregated Partner Peak Model
1600
1400
Per Customer Daily
Peak =1425
1200
Aggregated Daily
Peak =1200
• Standard approach for calculating Daily
Peak is to add together each of the End
Customer Daily Peaks
• In the illustration shown this results in a
Daily Peak of 1425
800
600
• BT Wholesale will perform this calculation
at the Channel Partner aggregated level
400
• We will identify the Daily Peak usage across
the aggregated user base
• In the illustration shown this results in a Daily
Peak of 1200
200
0
Hour 1
Hour 2
Hour 3
Hour 4
Hour 5
Hour 6
Hour 7
Hour 8
Hour 9
Hour 10
Hour 11
Hour 12
Hour 13
Hour 14
Hour 15
Hour 16
Hour 17
Hour 18
Hour 19
Hour 20
Hour 21
Hour 22
Hour 23
Hour 24
Users
1000
39
End Customer 1
End Customer 2
End Customer 3
End Customer 4
Reseller Total
• A further saving of 15%
What It Means To You In REAL Terms….£££
Cloud
Competitor
count = 300
300
200
150
100
50
AHWM
Reduction
Peak agents in month
250
£18,000
Aggregated
Daily Peak
Reduction
ACS count =
170
End Customer monthly
cost @ £60pcm
• Channel Partner typical buy price: c.£7,000
• Significant deal headroom vs. competitor price
• Opportunity to develop innovative price structures
• Additional value opportunities from PS, CPE,
Network, Calls and Inbound Services
0
40
£10,200
The ACS pricing model enables numerous innovative deal
structures
On Premise
ACS: Variable charges with AHWM
800
800
600
600
400
400
200
200
0
0
Year 1
Year 2
Year 3
Year 4
Year 5
Year 1
ACS: Flat Charges
800
600
600
400
400
200
200
0
0
41
Year 2
Year 3
Year 4
Year 3
Year 4
Year 5
ACS: Flat monthly rental + Usage
800
Year 1
Year 2
Year 5
Year 1
Year 2
Year 3
Year 4
Year 5
Cloud transforms the opportunity value and Total Cost of
Ownership
Traditional Sale
Outbound calls
PSTN
ISDN
Inbound
Premises PBX
Most elements usually out of scope
PBX Sale ££
Cloud Sale
Outbound calls
SIPT
BTW Inbound
CALLS: Inbound and
outbound calls on IP can
be cheaper
Ethernet
ACS
CLOUD: Hosted solution can improve
resilience and flexibility
Cloud solution cost includes hosting
Cloud Sale £££
42
ACCESS: Flat monthly
price for Ethernet, no
more ISDN..
Premises LAN and
phones, no more
Premises PBX
Avaya Cloud Solutions creates the opportunity to impact the
Total Cost of Ownership (TCO) which is key to success
Case study: Upgrade of existing Aura® platform supporting 120 CC agents with CR and
150 UC users across 2 sites connected by MPLS
One-Off
Recurring
pa
Data Centre
& Infra
pa
Network
pa
SIP/ISDN
pa
Calls
pa
Inbound
pa
3 Year
Total
On
Premise
£130K
£32K
£37K
£20K
£45K
£40K
£0
£652K
Avaya
Cloud
£34K
£90K
£0
30K
£2K
£25K
-£7K
£454K
Include the “hidden” data centre
and infrastructure costs
Remove existing
network and ISDN costs
Typical on
premise
deal scope
Usually out
of scope
ACS deal
scope
Include benefit of competitive
outbound and inbound call charges
3 year TCO Summary
Attractive End Customer TCO
End Customer Cost
Channel Partner Revenue
Channel Partner Revenue opportunity increases by 100%
0
On Premise
43
200
400
Avaya Cloud
600
Maximise Revenue: ACS includes the premises CPE you need
to complete the end to end customer solution
• The BTW CPE proposition
includes:
• Avaya IP Phones
9601G
Ethernet
• Headsets
Payment
options
9608G
• An End Customer leasing
package:
• Pay direct to BTW and get
up to 2 months credit
• Lease periods are available from 1–7
years
• BTW bill on WD 5 of the month for
everything on the preceding
calendar month
• Payments Monthly/Quarterly/ Annually
• Any additional assets can be included
in the lease
• Set-up fees and project costs can be
included on lease
• 28 days to pay equates to 2
months credit on CPE, further
benefiting cash flow
9611G
9621G
9641G
B179
44
Maximise Revenue: Wholesale Ethernet connectivity Dedicated customer connection with Ethernet Diverse
resilience
BTW
Ethernet
cloud
Customer site
BGP Peering
Etherway
BTW owns Etherways
CP owns Etherflows over shared access
Etherflows
Product boundary
45
Maximise Revenue: Wholesale Ethernet connectivity –
Interconnect to an existing customer network
BTW
Ethernet
cloud
CUG
Customer
Network
Customer sites
In Building Handover where the
customer’s network has a presence in
the same exchange building as a
Wholesale Ethernet Node.
Etherway
BTW owns Etherways
CP owns Etherflows over shared access
Etherflows
Product boundary
46
Maximise Revenue: Inbound Services – IP improves call
economics delivering double digit % savings
BTW Inbound
Intelligent
network
BTW SIPT
ACS
BTW IP delivered Inbound Calls,
gives improved £ margins
Local
exchange
Tandem
exchange
Tandem
exchange
Local
exchange
PSTN delivered Inbound Calls have
higher costs, and less £ margins
47
47
Maximise revenue: BTW’s Inbound platform
& network supports business critical use
High
resilience
High
capacity
High
throughput
High
availability
48
IN Platform
• 4 diverse nodes - If one node is taken out of
service and a server on each of the other
three nodes is also taken out of service there
would be no effect on customers’ service
•
1,400 CPS capacity with full resilience
•
7,200 IVR ports capacity
•
6,000,000 calls per day
•
60 milliseconds typical call set up time
•
24-7 365 NOC support
•
99.999% Availability
Nottingham
Milton Keynes
Reading
Crawley
Summary commercial benefits
• Opex model for you and your customer
• Unlocks latent spend within the End
Customer market
• Gives you control over pricing and
service models
• Competitive advantage
• Secures long term annuity revenues
Enterprise LAN
• Improves End Customer TCO
Customer WAN
• Extends your relationship with customers
• Maximises your revenue opportunity
49
Avaya
Virtual Services
Platform
BTW Data
Centre
Cloud
50