AVAYA IP OFFICE PLATFORM CUSTOMER PRESENTATION

Transcription

1 AVAYA IP OFFICE PLATFORM CUSTOMER PRESENTATION Avaya Avaya Inc. Inc. All right All right reserved reserved

2 AGENDA What s Happening in the Market Solution Overview How Avaya Makes Customers More Successful About Avaya IP Office 2016 Avaya Inc. All right reserved 2

3 AVAYA LEADERSHIP The leader in SME Telephony Systems at 23.1% share (1) The leader in IP Telephony at 21.6% share (2) The leader in Contact Center/ACD at 25.8% share (3) The leader in Unified Messaging at 46.8% share (4) Positioned in Leaders Quadrant for second straight year Gartner Magic Quadrant, Midsize Enterprise UC NA 2015/16 Sources: [1] Dell Oro Group; [2] IDC; [3] Gartner, Inc.; [4] IHS Technology 2016 Avaya Inc. All right reserved 3

4 KEY MARKET TRENDS IMPACTING YOUR BUSINESS New Customers with New Needs Focus on Customer Experience Collaborate and Engage Rise of the Mobile Workforce 2016 Avaya Inc. All right reserved 4

5 MIDMARKET TECHNOLOGY TRENDS Supporting a distributed, mobile workforce Workforce IT Trends IT Support 87% of business leaders believe collaboration improves productivity 40% of information workers work remotely Employee-owned devices are standard business equipment Secure BYOD Virtualization / Infrastructure optimization Limited IT staff Minimize exposure to risk Avoid complexity in applications, operations 2016 Avaya Inc. All right reserved 5

6 ENGAGEMENT DRIVES POSITIVE BUSINESS OUTCOMES Increased Productivity Higher productivity increases efficiency Improves the customer experience Cost Reduction Remote employees reduces real estate = higher retention Reduce maintenance, increase uptime CapEx or OpEx your choice Enhanced Innovation Engaged employees brings out creative ideas Increased innovation drives new ideas and future growth Higher Retention Highly engaged employees are less likely to leave Higher retention reduces costs & maintains institutional knowledge 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 Avaya Inc. All right reserved 6

7 WHAT WE HEAR FROM ORGANIZATIONS LIKE YOURS We have more communication but fewer people to handle it. We rely on voice, , IM, mobile, etc., but they don t work together. 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 are paying more for communications, but customer calls and messages are still falling through the cracks Avaya Inc. All right reserved 7

8 PRIORITIZING YOUR GOALS Enable my mobile workers to engage with colleagues and customers more effectively Make my team members more productive Deliver better customer engagement Lower my operating costs Greater system resiliency Simplify my administration requirements 2016 Avaya Inc. All right reserved 8

9 DID YOU KNOW A NEW AVAYA SOLUTION CAN HELP YOU. Engage with your customers better By making sure calls get through quickly to the right person Make team engagement more productive By giving them the extra tools needed to stay connected anywhere Control costs and save money By cutting out the time-wasting hassles that keep employees from being productive 2016 Avaya Inc. All right reserved 9

10 WITH A NEW AVAYA SOLUTION YOU CAN ENGAGE WITH YOUR CUSTOMERS BETTER Powerful skills-based routing options to get calls to the right person quickly even if that person is remote Go beyond voice by using web chat, , and fax Handle more calls with fewer people via self-service Provide reporting tools to show you how well your business is supporting customers 2016 Avaya Inc. All right reserved 10

11 WITH A NEW AVAYA SOLUTION YOU CAN: MAKE YOUR TEAMS MORE PRODUCTIVE Keep employees instantly in touch with one-number reachability Enable staff to work remotely while giving them access to all the same communications options as in the office 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 potential, and pass along their condition is known as presenteeism. 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 Avaya Inc. All right reserved 11

12 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 Rely on a built-in conferencing bridge to eliminate the need for expensive third-party conferencing services Take advantage of the more flexible and lower cost IP-based voice network options 2016 Avaya Inc. All right reserved 12

13 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: uses the methods they want voice, SMS, web chat, , fax Helps people work from anywhere: integrates with your mobile, find me / follow me 2016 Avaya Inc. All right reserved 13

14 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 2016 Avaya Inc. All right reserved 14

15 FLEXIBLE DEPLOYMENT OPTIONS PREMISE, CLOUD, HYBRID BEST OF ALL WORLDS IP Office (UC) Datacenter UC/CC apps Call Control and IP or Digital Endpoints are on premise - Add UC and CC solutions via cloud Current IP Office premise-based system, can add UC and CC as Opex IP Office (Call Control) On-Premise Endpoints Fully resilient: Cloud to cloud Cloud to premise Premise to cloud Premise to premise Built-in, always on security 2016 Avaya Inc. All right reserved 15

16 BUSINESS DRIVERS FOR MIGRATION TO CLOUD Shift from CAPEX to OPEX expense model Most scalable, cost-effective offering of collaboration solutions Outsource IT complexities and costs Pay-per-use model provides great financial flexibility Reduction in total cost of ownership (TCO) 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 Avaya Inc. All right reserved 16

17 DID YOU KNOW IP OFFICE HAS Call recording and playback Up to 512 ports of meetme audio conferencing Integrated web collaboration Full site resiliency without additional licensing single # reach with IM, directory, and conference control Up to 3000 users & 150 locations Mobile UC access using PSTN and VoIP networks Web-based management 2016 Avaya Inc. All right reserved 17

18 Single code base. Easily scales AN IP OFFICE TO MEET YOUR NEEDS IP Office Select Server Edition Preferred Edition Essential Edition For robust larger scale team, mobile, and customer engagement with highly resilient software-based solution For robust team, mobile, and customer engagement on a software-based solution For robust team, mobile, and customer engagement on a simple-to-deploy appliance For essential team and mobile engagement on a simple-to-deploy appliance Basic Edition For basic telephony on a simple-to-deploy appliance 2016 Avaya Inc. All right reserved 18

19 USER SOLUTION APPLICATION FOR EVERY WORKER Choices Based On Job Function Power User Officer Worker Basic User Receptionist All user solutions, except for Receptionist, require Preferred Edition software of higher. IP Office User Solutions 2016 Avaya Inc. All right reserved 19

20 AVAYA IP OFFICE ENDPOINTS Premier, Flagship Hybrid Value-Based Telephony 9600 IP Desk Phones Gigabit Ethernet with embedded switch* 3 & 8-button, and touchscreen options Color display* H175 videoconference phone 7 touchscreen Cordless handset Bluetooth Detachable camera 1400 & 9500 Digital Sets 4, 8, and 16-button options Paper or paperless label options Lower energy requirements Same usability as IP Phones Wireless DECT & Wi-Fi Sets 1600 IP Desk Phones Key-System Like Operation Paper Button Labels 3, 8, and 16-button options Conference Phones B100 Series Phones Small to large coverage areas Standard and ruggedized options Avaya OmniSound Technology Super Wideband Audio Analog or IP Conference rooms and executive suites 2016 Avaya Inc. All right reserved 20

21 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 2016 Avaya Inc. All right reserved 21

22 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 2016 Avaya Inc. All right reserved 22

23 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 2016 Avaya Inc. All right reserved 23

24 IP OFFICE SYSTEM ADMINISTRATION Reduce time for Day-1 provisioning of users User field synchronization screen User provisioning via LDAP synchronization Can be run on-demand or as a scheduled job Supports customized provisioning rules Supported on IP Office Select 2016 Avaya Inc. All right reserved 24

25 IP OFFICE RESILIENCY PREMISE BASED High-availability without high costs and complexities Primary Server Secondary Server Location 2 User Every site has an automatic backup Active calls stay connected Location 3 No idle hardware Headquarters No additional licenses Location 4 Highly-Resilient Architecture 2016 Avaya Inc. All right reserved 25

26 IP OFFICE RESILIENCY CLOUD AND HYBRID BASED Deploy mixed, fully resilient architecture OPEN FOR BUSINESS AS USUAL Cloud to cloud Cloud to premise Business interruption Disaster Event Premise to cloud Premise to premise Benefit with CAPEX and OPEX in a secure resilient deployment 2016 Avaya Inc. All right reserved 26

27 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 2016 Avaya Inc. All right reserved 27

28 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 2016 Avaya Inc. All right reserved 28

29 CUSTOMER USE CASES Situation: Working from the office Situation: Working from home or hotel Situation: On-the-go sales person Expectation: To be able to communicate with the people who no longer work in the office Reality: Currently office workers must rely on non-real-time communication Expectation: Workers at home, hotel, or other locations can conduct business just as if they were in the office Reality: Typically has to rely on personal phone and just to talk to the office. Customers are even harder to talk to. Expectation: Customers never have to know where you are to know how to reach you Reality: Most rely on cell phone and desk phone depending on the day. It s also difficult to reach experts at the office 2016 Avaya Inc. All right reserved 29

30 THE ENABLED OFFICE WORKER Business Impacts and Stats Receptionist can easily connect customers to remote sales reps Stay connected at the desk, on the sales floor, in the warehouse Embed communications in the applications you already have: SFDC, Outlook, Office 365, Gmail, Skype for business, Lync.. Did you know 69% of people who call a business will hang up rather than leave a message % 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 2016 Avaya Inc. All right reserved 30

31 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 2016 Avaya Inc. All right reserved 31

32 THE OFFICE AWAY FROM THE OFFICE Business Impacts and Stats Use your office number instead of a personal phone number Easily conduct conference calls with the click of a mouse 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 2016 Avaya Inc. All right reserved 32

33 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 2016 Avaya Inc. All right reserved 33

34 THE OFFICE ON-THE-GO Business Impacts and Stats You control the customer experience Your sales person can control sales situations 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 2016 Avaya Inc. All right reserved 34

35 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 2016 Avaya Inc. All right reserved 35

36 Avaya IP Office In Action 2016 Avaya Inc. All right reserved 36

37 A DAY IN THE LIFE SERVING CUSTOMERS FASTER AND SMARTER Customer has product issue Contacts Supplier via web chat CC Agent escalates to voice call Checks availability of Account Rep via Presence Ad hoc conference call to discuss issue in more detail Multichannel Contact Center Avaya IP Office Contact Center Avaya Contact Center Select Built-in Audio Conferencing Avaya IP Office Platform 2016 Avaya Inc. All right reserved 37

38 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 Product Manager launches video meeting to review product schematic Product Manager resolves issue UC: IM / Presence Avaya one-x Mobile Preferred Avaya Communicator Avaya Video Collaboration Avaya Scopia 2016 Avaya Inc. All right reserved 38

39 A DAY IN THE LIFE SERVING CUSTOMERS FASTER AND SMARTER CC Agent locates closest Service Tech via Geo Presence Agent IMs with Service Tech s product schematic to Tech Service Tech sets appointment to visit customer within 3 hours UC: IM / Geo - Presence Avaya one-x Mobile Preferred Avaya Communicator UC: IM / Integration Avaya one-x Mobile Preferred Avaya IP Office Platform 2016 Avaya Inc. All right reserved 39

40 IP Office Enhancing your Customer Experience 2016 Avaya Inc. All right reserved 40

41 Avaya IP Office Contact Center A Multichannel Customer Experience Your Customers and Prospect Voice Routed by skill Your Contact Center Resources Agent Agent Groups Web Chat Want to conduct business how they want, in the channel they prefer Prioritized by channel External Destination Waiting Announcements IVR Outbound Dialer 2016 Avaya Inc. All right reserved 41

42 INCREASE PRODUCTIVITY, IMPROVE CUSTOMER SERVICE Multichannel Contact Center Easy for customers to do business with you Skills-based routing Improve customer experience Call Reporting and Recording 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 2016 Avaya Inc. All right reserved 42

43 AVAYA IP OFFICE A simple, powerful unified communications system Easy to deploy, use and manage World-class Customer Engagement solution Investment Protection Single or multisite Wealth of features for effective team engagement Highly reliable and resilient The flagship Avaya solution for Small and Midsize businesses 2016 Avaya Inc. All right reserved 43

44 AVAYA IP OFFICE SIMPLE, RELIABLE, PROVEN SOLUTION Proven Track Record of Success 14 Million+ users worldwide 500,000+ systems worldwide Avaya is #1 Worldwide - SME Systems* 25% Lower Total Cost of Ownership - Tolly Report Global Reach 2016 Avaya Inc. All right reserved 44

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