IP Office Platform Customer Presentation R11

AVAYA IP OFFICE™ PLATFORM

CUSTOMER PRESENTATION

AGENDA 

What’s Happening in the Market



Solution Overview



How Avaya Makes Customers More Successful

  About

Avaya IP Office Avaya

AVAYA LEADERSHIP 

The leader in SME Telephony Telephony Systems (1) at 23.1% share

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The leader in IP Telephony Telephony at 21.6% share (2)

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The leader in Contact Center/ACD at 25.8% share (3)

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The leader in Unified Messaging at 46.8% share (4)

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Positioned in Leaders’ Quadrant for  second straight year  –

Gartner Magic Quadrant, Midsize Enterprise UC – UC – NA NA –  – 2015/16

Sources: [1] Dell’Oro Group; [2] IDC; [3] Gartner, Inc.; [4] IHS Technology

KEY MARKET TRENDS IMPACTING YOUR BUSINESS

New Customers with New Needs

Focus on Customer Experience

Collaborate and Engage

Rise of the Mobile Workforce

MIDMARKET TECHNOLOGY TRENDS Supporting a distributed, mobile workforce

Workforce  87%

of business leaders believe collaboration improves productivity

 40%

of information workers work remotely

 Employee-owned

devices are standard business equipment

IT Trends  Secure

BYOD

 Virtualization

Infrastructure optimization

/

IT Support  Limited

IT staff 

 Minimize  Avoid

exposure to risk

complexity in applications, operations

ENGAGEMENT DRIVES POSITIVE BUSINESS OUTCOMES Increased Productivity

Enhanced Innovation

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Higher productivity increases efficiency

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Engaged employees bring out creative ideas

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Improves the customer experience by not missing calls - which can result in loss of business

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Increased innovation drives new ideas and future growth

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Innovation means you can now close a deal from anywhere

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Improves sales - making payroll achievable each month

Cost Reduction

Higher Retention

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Remote employees reduce real estate = higher retention

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Highly engaged employees are less likely to leave

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Reduce maintenance, increase uptime

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Higher retention reduces costs & maintains institutional knowledge

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CapEx or OpEx – your choice

When organizations successfully engage their customers and their employees, they experience a

240% boost in performance-related business outcomes compared to an organization with neither engaged employees nor  engaged customers* *Gallup: State of the American Workforce Report 2014

WHAT WE HEAR FROM ORGANIZATIONS LIKE YOURS…

We have more

“

communication…but fewer  people to handle it.”  “Our people need to work from anywhere…but we can’t effectively support it…we don’t know who’s available or how best to reach them.”  “…We rely on voice, e-mail, IM, mobile, etc., but they don’t work together.”  “We are paying more for communications, but customer calls and messages are still falling through the cracks.” 

PRIORITIZING YOUR GOALS 

Enable my mobile workers to engage with colleagues and customers more effectively

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Make my team members more productive

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Deliver better customer engagement

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Lower my operating costs

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Greater system resiliency

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Simplify my administration requirements

DID YOU KNOW?  A new Avaya Solution can help you

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Engage with your customers better   – By making sure calls get through quickly to the right person

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Make team engagement more productive  – By giving them the extra tools needed to stay connected anywhere

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Control costs and save money  – By cutting out the time-wasting hassles that keep employees from being productive

WITH A NEW AVAYA SOLUTION YOU CAN…

ENGAGE WITH YOUR CUSTOMERS BETTER 

Power ful skills-based routing options to get calls to the right person quickly even if that person is remote

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Go beyond voice by using web chat, email, and fax

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Handle more calls with fewer people via self-service

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Provide reporting tools to show you how well your business is supporting customers

WITH A NEW AVAYA SOLUTION YOU CAN: MAKE YOUR TEAMS MORE PRODUCTIVE 

Keep employees instantly in touch with ‘one-number reachability’

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Enable staff to work remotely - while giving them access to all the same communications options as in the office

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Enable your employees to use any mobile or home phone as an office phone extension

Loss of productivity caused by employees who come into work sick, don’t perform at full  presenteeism.”  potential, and pass along their condition is known as “ 

Presenteeism productivity losses can cost employers as much as $21,000/year per worker. Enabling employees to work from home—with the same level of responsiveness and accessibility as in the office—can help prevent lost productivity. Kaiser Permanente, Controlling Presenteeism: A healthy and productive workforce is the solution, February 2009

WITH A NEW AVAYA SOLUTION YOU CAN: MAKE YOUR TEAMS MORE PRODUCTIVE 

Lower mobile phone and telecommuter long-distance charges by routing calls through the system

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Rely on a built-in conferencing bridge to eliminate the need for expensive thirdparty conferencing services

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Take advantage of the more flexible and lower cost IP-based voice network options

AVAYA IP OFFICE™ PLATFORM

- A COMMUNICATIONS SOLUTION DESIGNED FOR GROWING BUSINESSES

Unifies communication:  Call

handling, messaging, conferencing, presence, IM, and much more

Connects you with your customers:

Helps people work from anywhere:

 Uses

 Integrates

the methods they want – voice, SMS, web chat, email, fax

with your mobile, find me / follow me

AVAYA IP OFFICE A SIMPLE, POWERFUL COLLABORATION SOLUTION Virtualized software, dedicated server, or appliance Deployed on premise, in the cloud or both!

The broadest range of endpoints Comprehensive UC and CC Solutions

FLEXIBLE DEPLOYMENT OPTIONS PREMISE, CLOUD, HYBRID  – BEST OF ALL WORLDS 

Call Control and IP or Digital Endpoints are on premise - Add UC and CC solutions via cloud

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Current IP Office premise-based system, can add UC and CC as Opex

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Fully resilient:

Datacenter  IP Office (UC)

UC/CC apps

 – Cloud to cloud On-Premise

 – Cloud to premise  – Premise to cloud  – Premise to premise 

Built-in, always on security

Endpoints

IP Office (Call Control)

BUSINESS DRIVERS FOR MIGRATION TO CLOUD 

Shift from CAPEX to OPEX expense model

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Most scalable, cost-effective offering of collaboration solutions

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Outsource IT complexities and costs

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Pay-per-use model provides great financial flexibility

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Reduction in total cost of ownership (TCO)

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Stay current with latest updates

“The core issue is not the cost of the hardware and whether you pay for it upfront or over time.” “Really, who cares? The real question is, what is the cost of managing the security, availability,  performance, and change of the computers and storage…”

Timothy Chou, a CFO magazine columnist who teaches cloud computing at Stanford.

DID YOU KNOW IP OFFICE HAS… Up to 512 ports of meet-me audio conferencing Call recording and playback

Integrated web collaboration

Full site resiliency without additional licensing

single # reach with IM, directory, and conference control

Up to 3000 users & 150 locations

Web-based management Mobile UC access using PSTN and VoIP networks

AN IP OFFICE TO MEET YOUR NEEDS

  s   e    l   a   c   s   y    l    i   s   a    E  .   e   s   a    b   e    d   o   c   e    l   g   n    i    S

IP Office Select

For robust larger scale team, mobile, and customer engagement with highly resilient software-based solution

Server Edition

For robust team, mobile, and customer engagement on a software-based solution

Preferred Edition

For robust team, mobile, and customer engagement on a simple-to-deploy appliance

Essential Edition

Basic Edition

For essential team and mobile engagement on a simple-to-deploy appliance For basic telephony on a simple-to-deploy appliance

USER SOLUTION APPLICATION FOR EVERY WORKER Choices Based On Job Function

Power User

Officer Worker

Basic User

Receptionist

IP Office User Solutions  All user solutions, except for Receptionist, require Preferred Edition software of higher.

AVAYA IP OFFICE ENDPOINTS Premier, Flagship

Value-Based Telephony

*J169 & J179 IP Desk Phones J179:

Color Display, WiFi, BT, Perfect for Knowledge Worker 

J169:

New Design, Ideal for Everyday User, Replaces 9608G / 9611G

1600 IP Desk Phones Key-System Like

Operation Paper Button Labels 3, 8, and 16-button options

Wireless

H175 videoconference phone touchscreen Cordless handset Bluetooth Detachable camera

Conference Phones

7”

B100 Series Phones

DECT & Wi-Fi Sets Small

to large coverage areas Standard and ruggedized options

 Avaya

OmniSound Technology Super Wideband Audio  Analog or IP Conference rooms and executive suites

TEAM ENGAGEMENT Powerful Web Collaboration Solution

Desktop/Application

Collaboration

Document

sharing, remote desktop control, White Boarding

PC

audio

Supported on Preferred Edition, Server Edition, and IP Office Select

TEAM ENGAGEMENT Integrated Meet-Me Audio Conferencing

 Add,

drop and selectively mute participants  Access via desktop, browser, tablet, smartphone Scheduled

or ad-hoc

Supported on Preferred Edition, Server Edition, and IP Office Select

IP OFFICE SYSTEM ADMINISTRATION Management Designed for Simplicity

Web-based

access simplifies administration

Deploy

mobility with a single click

Context-sensitive

help reduces

time searching Fast,

easy upgrades

Centralized Management and Centralized Licensing

IP OFFICE SYSTEM ADMINISTRATION Reduce time for Day-1 provisioning of users

User

User field synchronization screen

provisioning via LDAP synchronization Can be run on-demand or as a scheduled job Supports customized provisioning rules

Supported on Server Edition and IP Office Select

IP OFFICE RESILIENCY  – PREMISE BASED High-availability without high costs and complexities Secondary Server 

User

Every site has an automatic backup

Location 2 Primary Server 

 Active

Location 3 Headquarters

calls stay connected

No

idle hardware

No

additional licenses

Location 4

Highly-Resilient Architecture

IP OFFICE RESILIENCY  – CLOUD AND HYBRID BASED Deploy mixed, fully resilient architecture

OPEN FOR BUSINESS  AS USUAL

Business interruption

Disaster Event

Cloud

to cloud

Cloud

to premise

Premise

to cloud

Premise

to premise

Benefit with CAPEX and OPEX in a secure resilient deployment

3RD PARTY DESKTOP APPLICATION INTEGRATION Embed Avaya UC in the applications you already use

Supports

popular applications

-

Lync/Skype for business

-

Outlook Salesforce.com

The

-

capabilities you need IM/Presence* Click-to Call Directory integration

*Note: IM/Presence supported with Outlook and Lync integrations

Supported on Preferred Edition, Server Edition, and IP Office Select

IP OFFICE SUPPORT SERVICES Maximum uptime and software upgrades Includes

software upgrades

- No additional charge Flexible

coverage options

- 8-5, 24x7, parts replacement Easy,

server-based pricing

- Keeps things simple Remote

access efficiency

- For faster response times

Ensure your system is properly protected from the unknown

CUSTOMER USE CASES 

Situation: Working from the office

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Expectation: To be able to communicate with the people who no longer work in the office

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Reality: Currently office workers must rely on non-real-time communication

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Situation: Working from home or hotel

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Expectation: Workers at home, hotel, or other locations can conduct business just as if they were in the office

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Reality: Typically has to rely on personal phone and email just to talk to the office. Customers are even harder to talk to.

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Situation: On-the-go sales person

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Expectation: Customers never have to know where you are to know how to reach you

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Reality: Most rely on cell phone and desk phone depending on the day. It’s also difficult to reach experts at the office

THE ENABLED OFFICE WORKER Business Impacts and Stats 

Receptionist can easily connect customers to remote sales reps

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Stay connected at the desk, on the sales floor, in the warehouse

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Embed communications in the applications you already have: SFDC, Outlook, Office 365, Gmail, Skype for business, Lync…

Di d you know?  •

69% of people who call a business will hang up rather than leave a message 1

•

40-50% of cellular calls are made and received while the user is in the office and in range of Wifi

•

60% of devices reported by information workers are used for both work and personal purposes

Take your communication to the next level

A More Productive Office Just because you are in the office, doesn’t mean you have less demanding communication needs.

Customers reach the right person on the first try

Employees spend less time searching for numbers

Desktop applications become communications enabled

The Enabled Office Worker 

THE OFFICE AWAY FROM THE OFFICE Business Impacts and Stats 

Use your office number instead of a personal phone number 

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Easily conduct conference calls with the click of a mouse

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No hardware or software installation required

Did you know… •

On average, 37% of executives’ work weeks are spent away from their primary work location.

•

40% of US information workers work outside of the office regularly or occasionally.

•

59% of midmarket companies have reduced or planned to reduce office space because flexible/remote workers need fewer desks

Work as if you are in the office

 Your Office, Anywhere Your location won’t slow down business - turn your iPad, PC, mobile or home phone into an office extension

Keeps employees off dangerous roads during storms.

Trade commute times for productivity

Recover days of lost productivity per person, per year.

The Office Away From The Office

THE OFFICE ON-THE-GO Business Impacts and Stats 

You control the customer experience

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Your sales person can control sales situations

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Your company controls the number your customer calls

Did you know… •

60% of devices reported by information workers are used for both work and personal purposes

•

52% of all information workers use 2 or more devices for work

•

40% identify cellular phones as a primary device used for business communications

Voice, IM, Presence, conferencing on-the-go

 Your Mobile Office You don’t have to be tied down to a desk  to stay connected  and accessible

Connect to experts back in the office

Know where and when colleagues are available

Speed decision making with conferences on the fly

The Office On-The-Go

Avaya IP Office In Action…

A DAY IN THE LIFE SERVING CUSTOMERS FASTER AND SMARTER 

▸ ▸ ▸

Customer has product issue Contacts Supplier via web chat

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CC Agent escalates to voice call Checks availability of   Account Rep via Presence

Multichannel Contact Center   Avaya

IP Office Contact Center   Avaya Contact Center Select

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 Ad hoc conference call to discuss issue in more detail

Built-in Audio Conferencing  Avaya

IP Office™ Platform

A DAY IN THE LIFE SERVING CUSTOMERS FASTER AND SMARTER 

▸

▸

Customer CC Agent checks Product Mgr. presence Sends IM to available PM to discuss issue

UC: IM / Presence  Avaya

one-X® Mobile Preferred  Avaya Communicator 

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Product Manager launches video meeting to review product schematic

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Product Manager  resolves issue

Avaya Video Collaboration  Avaya

Scopia®

A DAY IN THE LIFE SERVING CUSTOMERS FASTER AND SMARTER 

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CC Agent locates closest Service Tech via Geo Presence

▸ ▸

 Agent IMs with Service Tech Emails product schematic to Tech

UC: IM / Geo - Presence  Avaya

one-X Mobile Preferred  Avaya Communicator  ®

▸

Service Tech sets appointment to visit customer within 3 hours

UC: IM / Email Integration  Avaya

one-X® Mobile Preferred  Avaya IP Office™ Platform

IP Office Enhancing your Customer Experience

Avaya IP Office Contact Center   A Multichannel Customer Experience  Your Customers and Prospect

 Your Contact Center Resources  Agent Groups

Voice

Routed by skill

Email

Web Chat

 Agent External Destination

Prioritized by channel

Waiting Announcements IVR

Want to conduct business how they want, in the channel they prefer 

Outbound Dialer 

INCREASE PRODUCTIVITY, IMPROVE CUSTOMER SERVICE

Multichannel Contact Center 

Skills-based routing

Call Reporting and Recording

Easy for customers to do business with you

Improve customer experience

Provide optimum customer service

Supervisor and Agent Desktop

Self Service

Outbound dialing

Increase Agent and Supervisor efficiency

Free agents to deal with ‘live’ calls

Create up sell opportunities

AVAYA IP OFFICE  A simple, powerful unified communications system

Easy to deploy, use and manage

World-class Customer  Engagement solution Highly reliable and resilient

Investment Protection Single or  multisite

Wealth of  features for effective team engagement

The flagship Avaya solution for Small and Midsize businesses