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CUSTOMER PRESENTATION
©
© 2016
2018 Avaya
Avaya Inc.
Inc. All
All right
rightsreserved
reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy.
AGENDA
© 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 2
AVAYA LEADERSHIP
Sources: [1] Dell’Oro Group; [2] IDC; [3] Gartner, Inc.; [4] IHS Technology
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KEY MARKET TRENDS IMPACTING YOUR BUSINESS
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MIDMARKET TECHNOLOGY TRENDS
Supporting a distributed, mobile workforce
Employee-owned
devices are standard
business equipment
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ENGAGEMENT DRIVES POSITIVE BUSINESS OUTCOMES
Cost Reduction
Innovation means you can now close a
deal from anywhere
Higher Retention
240%
boost in performance-related
business outcomes compared to
Remote employees reduce real estate = Highly engaged employees are less likely an organization with neither
higher retention to leave
engaged employees nor
Reduce maintenance, increase uptime Higher retention reduces costs & maintains engaged customers*
institutional knowledge
CapEx or OpEx – your choice
© 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 6
WHAT WE HEAR FROM ORGANIZATIONS LIKE YOURS…
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PRIORITIZING YOUR GOALS
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DID YOU KNOW?
A new Avaya Solution can help you
© 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 9
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,
email, and fax
Handle more calls with fewer people
via self-service
Provide reporting tools to show you
how well your business is supporting
customers
© 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 10
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.
© 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 11
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
© 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 12
AVAYA IP OFFICE™ PLATFORM - A COMMUNICATIONS
SOLUTION DESIGNED FOR GROWING BUSINESSES
Unifies communication: Connects you with your Helps people work from
customers: anywhere:
Call handling, messaging,
conferencing, presence, Uses the methods they Integrates with your
IM, and much more want – voice, SMS, web mobile, find me /
chat, email, fax follow me
© 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 13
AVAYA IP OFFICE
A SIMPLE, POWERFUL COLLABORATION SOLUTION
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FLEXIBLE DEPLOYMENT OPTIONS
PREMISE, CLOUD, HYBRID – BEST OF ALL WORLDS
Call Control and IP or Digital Endpoints
are on premise - Add UC and CC Datacenter
solutions via cloud
Current IP Office premise-based IP Office (UC) UC/CC apps
system, can add UC and CC as Opex
Fully resilient:
– Cloud to cloud
– Cloud to premise On-Premise
– Premise to cloud Endpoints
– Premise to premise IP Office
(Call Control)
© 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 15
BUSINESS DRIVERS FOR MIGRATION TO CLOUD
“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.
© 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 16
DID YOU KNOW IP OFFICE HAS…
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AN IP OFFICE TO MEET YOUR NEEDS
© 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 18
USER SOLUTION APPLICATION FOR EVERY WORKER
© 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 19
AVAYA IP OFFICE ENDPOINTS
Premier, Flagship Value-Based Telephony
Desktop/Application Collaboration
Document sharing, remote desktop
control, White Boarding
PC audio
© 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 21
TEAM ENGAGEMENT
© 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 22
IP OFFICE SYSTEM ADMINISTRATION
Web-based access
simplifies administration
Deploy mobility with a single click
Context-sensitive help reduces
time searching
Fast, easy upgrades
© 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 23
IP OFFICE SYSTEM ADMINISTRATION
© 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 24
IP OFFICE RESILIENCY – PREMISE BASED
Secondary
Server
User Every site has an
Location 2 automatic backup
Primary
Server Active calls stay connected
Headquarters
No additional licenses
Location 4
Highly-Resilient Architecture
© 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 25
IP OFFICE RESILIENCY – CLOUD AND HYBRID BASED
OPEN FOR
BUSINESS
Cloud to cloud
AS USUAL
Cloud to premise
Business interruption Disaster Event
Premise to cloud
Premise to premise
© 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 26
3RD PARTY DESKTOP APPLICATION INTEGRATION
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IP OFFICE SUPPORT SERVICES
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CUSTOMER USE CASES
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THE ENABLED OFFICE WORKER
Business Impacts and Stats
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Take your communication to the next level
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THE OFFICE AWAY FROM THE OFFICE
Business Impacts and Stats
© 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 32
Work as if you are in the office
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THE OFFICE ON-THE-GO
Business Impacts and Stats
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Voice, IM, Presence, conferencing on-the-go
Connect to experts
back in the office
Your Mobile Office
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Avaya IP Office
In Action…
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A DAY IN THE LIFE
SERVING CUSTOMERS FASTER AND SMARTER
▸ CC Agent escalates to
▸ Customer has product issue voice call ▸ Ad hoc conference call to
▸ Contacts Supplier via web chat ▸ Checks availability of discuss issue in more detail
Account Rep via Presence
© 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 37
A DAY IN THE LIFE
SERVING CUSTOMERS FASTER AND SMARTER
UC: IM / Presence
Avaya one-X® Mobile Preferred Avaya Video Collaboration
Avaya Communicator Avaya Scopia®
© 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 38
A DAY IN THE LIFE
SERVING CUSTOMERS FASTER AND SMARTER
© 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 39
IP Office
Enhancing your Customer Experience
© 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 40
Avaya IP Office Contact Center
A Multichannel Customer Experience
Prioritized by
Waiting Announcements
Web Chat channel
IVR
Want to conduct business
how they want, in the
channel they prefer Outbound Dialer
© 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 41
INCREASE PRODUCTIVITY, IMPROVE CUSTOMER SERVICE
Supervisor and
Self Service Outbound dialing
Agent Desktop
Increase Agent and Supervisor Free agents to deal with ‘live’ Create up sell opportunities
efficiency calls
© 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 42
AVAYA IP OFFICE
A simple, powerful unified communications system
Easy to World-class
deploy, Customer
use and Engagement
manage solution
© 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 43
AVAYA IP OFFICE
SIMPLE, RELIABLE, PROVEN SOLUTION
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