Avaya IP Office:
Simple, Powerful Communications
for Small Business


Donny Allison
Senior Account Executive
For Discussion Today

                        How IP Office
            What           Serves
         IP Office Is    Cus...
How IP Office
   What           Serves
IP Office Is    Customers
                 and Staff

                Why Now –
  W...
IP Office
A Simple, Power Unified Communication Solution




                                          © 2009 Avaya Inc. A...
So What Exactly Gets “Unified”?




                                  COMMUNICATIONS APPLICATIONS

                       ...
Unify What May Be Broken

•Customers unable to
 reach the right person
 for an answer
•Employee stuck at home
 and complet...
How IP Office
   What           Serves
IP Office Is    Customers
                 and Staff

                Why Now –
  W...
Enable All Employees
To Easily Connect With Customers
                IP OFFICE ESSENTIAL EDITION
                • Busine...
Empower Specialized Workgroups
To Effectively Serve Clients/Customers
              IP OFFCE                         IP OF...
Ensure You Have What You Need
To Control Costs



                 Centralize Administration


 Lower cell phone/long     ...
Easily Manage IP Office Every Day
Or When The Unexpected Happens




                  Seamlessly         Built-in
 Swiftl...
How IP Office
   What           Serves
IP Office Is    Customers
                 and Staff

                Why Now –
  W...
A Real Example Of Driving Productivity




      • Transportation services
         • 300 cities worldwide
        • Burli...
12 Person Boston-Based Limo Service
Drives Productivity Around The World




                                       © 2009...
Other Examples …




                                                            15



                   © 2009 Avaya Inc...
How IP Office
   What           Serves
IP Office Is    Customers
                 and Staff

                Why Now –
  W...
Avaya IP Office
Illustration: The Return on Investment




        www.avaya.com/ipofficeroi

                            ...
Financing Options




    Buy             Lease           Finance




                            © 2009 Avaya Inc. All ri...
Avaya IP Office
Simple, Powerful Communications
 Simple to use and to manage

 Empowers your people to deliver
 faster, ...
thank you
Donny Allison
Dallison@bencomm.com
877-923-6266 ext 310




                       20
Avaya IP Office
IP Office 500 Communications Server
                       Up to 384 users
                          Jus...
Avaya IP Office
Wide Range Of Desk Phones
                                       5402
Digital Phones
                     ...
Avaya IP Office Group Collaboration
Essential Edition

                                          Businesses that need onl...
Avaya IP Office Group Collaboration
Preferred Edition
                                           Businesses that seek gre...
Avaya IP Office Group Collaboration
Advanced Edition
                                          Businesses that require hi...
Avaya IP Office
Connects Multiple Sites In Small Communities

                                          For enterprises w...
Avaya IP Office User Productivity
Mobile Worker Solution

                                                               ...
Avaya IP Office User Productivity
TeleWorker Solution

                                                   Profile:    Emp...
Avaya IP Office User Productivity
Power User Solution

                                              Profile:    Employee...
Avaya IP Office User Productivity
Receptionist Solution

                                              Profile:     Any o...
Avaya IP Office User Productivity
Customer Service Agent Solution
                                                        ...
Avaya IP Office User Productivity
Customer Service Supervisor Solution

                                                  ...
Avaya IP Office
Application Partners - Examples

                                           • Keeps doctors, lawyers, etc....
60 Person Retail Firm In Boston
  Gets Magic Touch Across 3 Locations

             Telephone system: “far too basic”
Cha...
35 Person Manufacturer In NY
Assembles Savings And Controls It’s Key Parts


             High communications costs
Chall...
Medical Practice in NY
Streamlines Patient Care


             Lack of capacity to handle
Challenge




             need...
CPA Services Across 3 Locations
Ensures Reliable Client Service


             Previous system was replaced
Challenge



...
Customers: Petcare service in KY
What They're Saying About IP Office

             3 sites disconnected by 3 old phone
Ch...
Resilient SCN - Same or Remote Locations




      Resilient SCN Provides;                   Systems A & B share informati...
© 2009 Avaya Inc. All rights reserved.   40
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Customer Presentation Ip Office R5

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Avaya IP Office 5.0 Customer Presentation

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  • • A customer or prospect calls with an urgent, time-sensitive request, but is unable to reach the right person for an answer • An unexpected development—severe weather, a personal matter—leaves a key employee stuck at home and completely unproductive • Staff give out personal phone numbers that confuse customers and cause you to lose control of those relationships• You suspect peak call volumes result in lost calls, but have no idea how many or how much it’s costing you
  • Hyperlink from graphics to more information on edition.IP Office Essential Edition is the perfect small business starter kit with all the “must haves” (call routing, Caller ID, hold/conference/transfer, voice mail) plus a great selection of Avaya phones. When you are ready, move up to the Preferred Edition. With IP Office Preferred Edition, you get everything that’s in the Essential Edition, plus: With ten times more voice messaging capacity than Essential Edition and the ability to handle dozens of calls simultaneously, Preferred Edition is the right choice for any business that wants to use communications to operate more efficiently and effectively today and for the foreseeable future.Scalable, Sophisticated Voicemail: The voice messaging capabilities in Preferred Edition deliver productivity and efficiencies day-in and day-out. Handle up to 40 simultaneous calls. Broadcast a single voicemail to the entire company, a specific department or just a team. Have the system “find” you and let you know when new messages arrive. Secure “Meet me” Conferencing: With two built-in conference bridges, IP Office Preferred Edition makes it easy for all your users to host their own password-protected conference calls. The user experience becomes seamless for your staff and customers—whoever you invite to your audio conference. With its unique conference call capacity, IP Office lets you host a multitude of calls simultaneously. Intelligent Call Routing: You never know when your most important customer will call. Now you don’t have to worry. IP Office Preferred Edition gives you loads of programmable options for how you handle calls any time of the day or night. Program IP Office to recognize your best customers and even greet them with a personal message. Forward calls virtually anywhere with different options for each extension, times of day and different incoming numbers or area codes.Automated Service Prompts: Enrich the experience for incoming callers by providing them with valuable information such as wait time, information on promotions or other communications that will add value to their overall experience.Call Recording: Built-in call recording is a great way to keep tabs on your business operations, reduce legal risks to your company and potentially meet industry compliance criteria. Record incoming or outgoing calls. Set it up in advance (establish a set frequency) or record on demand with the push of a button.When you are ready, build on your investment and just add the Advanced Edition.Winning new customers makes your company grow. Keeping customers loyal and satisfied makes your company profitable. IP Office Advanced Edition helps you do both—it’s the ideal solution for companies that take customer service seriously and want to be the best. The IP Office Advanced Edition requires the Preferred Edition as a pre-requisite purchase. So, you get everything in the Preferred Edition, plus: Automated 24/7 Self Service: For many, if not most customer interactions, simple is best—give your customers everything they need through an automated, self-service option: access information, get directions, check status of orders, and more. Drive revenue in off-hours and free up agents for more critical, customer-facing tasks. Real-time customer service management: Get alerted immediately when service thresholds you’ve set have been exceeded. Take swift action to optimize call routing and ensure service levels. Get reports of all calls in progress and compare with historical reports. See how agents are doing and adjust accordingly. Optimize your staff’s productivity so your customers enjoy a professional, differentiated experience.Seamless Retrieval of Recorded Calls: Easily archive all recorded calls and seamlessly search and replay any conversation. Search via browser interface and access the exact information you want. Use the replay controls to start, stop, pause, skip forward/backward, or to export the recording to search by date, time, parties, length or target extension number. Use your results to understand problem or opportunity areas in customer service.
  • Hyperlink from graphics to more information on each user solution.mobile workerEven with a mobile phone, being on the road, down the hall, or in another office…can often mean missing a call. IP Office Mobile Worker solves the problem by making any mobile phone an extension of the office phone system—complete with call handling features, speed dials and more. No more giving out personal reach numbers. You get the peace of mind that when customers call, they are dialing your business number; not your employee’s personal one. And your employees get the tools they need to stay in touch easily and professionally. teleworkerWorking from home regularly or occasionally is efficient, it’s green, and in many situations it’s necessary—and with IP Office Teleworker it is very easy. IP Office Teleworker makes any home office a remote extension of your main office. Users truly feel like a remote extension of the main office with the same phone and functionality they’d have in the office. You turn their commute into productive time and they connect as if down the hall. And the best part for your business—because it all goes through the IP Office system, you can hire talent from anywhere and save money. Note: Teleworker solution requires purchase of IP desk phone. PoweruserFor any employee with a laptop, IP Office Power User takes mobility to another level. Give your executives, managers and other key employees the tools they need to manage the business, communicate decisions, share ideas and lead teams. With Power User, they can control office communications using an IP phone, cell phone or laptop; have calls ring simultaneously on all their devices; get automatically notified of important voice mails and emails (viewing them in the same inbox); set up conference calls on the fly—with up to 64 participants. It’s the ultimate in communications accessibility, designed to help your people be as productive as possible—anytime, anywhere.receptionistBe sure the first impression you make on callers is prompt, personal and professional by equipping front desk personnel with IP Office Receptionist. Streamline call handling with easy point-and-click call controls. See who’s calling and why. Integrate with commonly used database software. Monitor all office extensions. Have one receptionist provide coverage for multiple offices. customer service agentAny employee who regularly fields calls relating to sales, service, billing, product information, etc., should be equipped with IP Office Customer Service Agent. It’s a browser-based client that lets agents respond quickly to current conditions. Agents receive information on the number of calls on hold, in progress, lost, as well as the number of agents logged in and logged out. If no calls are waiting to be answered, the customer service agent can spend more time with the current caller, helping to increase revenue and customer satisfaction. customer service supervisorIf you are serious about having the best sales and service, you will want to constantly monitor and measure how you are doing. Big companies have long done it. With IP Office Customer Service Supervisor growing companies can do it, too. Customer Service Supervisor gives you the reports you need to manage your sales activities, judge the value of marketing campaigns and see how well agents are handling sales and service calls.
  • Hyperlink for more information on Built-in Resiliency.Swiftly Deploy Customized Features: IP Office lets you design your own set of features your users need most. You can take advantage of pre-existing templates to set up “typical” users and quickly deploy them to all employees or specialized groups of users. Seamlessly Integrate Business Applications: With Avaya and Avaya partners, you can integrate a wide range of applications to enhance and customize your IP Office system to the specific needs of your business (e.g., an application that automatically calls clients to remind them of appointments.)Easy to add or move phones: Adding new phones or other devices is a matter of plugging them in and powering on—IP Office automatically reads the IP address of the device. Once it is set-up, you can move a device from extension to extension, even to another location (e.g., a home office), without having to “re-administer.” Manage your system from anywhere: You don’t have to be on-site to manage your IP Office system—you can do it securely, from anywhere, and at any time. Administer all offices from one location—eliminating time and travel costs. IP Office administration is flexible, efficient and included with the IP Office 500 system.A Solution You Can Depend OnEverything about the IP Office solution is designed to keep your communications at peak performance at all times:• Built-in Resiliency: For businesses with more than one location, IP Office can deliver continuous operation. In the event of a power outage, users with IP phones can automatically failover to another location, retaining full communications capabilities. • Advanced, remote diagnostics: IP Office proactively identifies potential problems before they cause an outage or business disruption.• Proactive alarming: Be alerted to system problems in the way that works best for you—IP Office can e-mail system alarms from any of your locations.
  • Hyperlink from logo to more information on each customer.
  • Requires you to be connected to Internet access so you can do a live walk through of the ROI tool. If you cannot, simply click on the header text and it will take you to a slide that illustrates what the tool will provide in a series of builds.
  • IP Office is the right choice for any small business today—whether you are 5, 25 or 250 employees…just getting started or already established…have a single office, a home office or multiple stores/sites.IP Office unifies your communications, providing your employees with a solution that lets them handle all their business communications on the device of their choice: their laptop, mobile phone, office phone or home phone—using wired, wireless or broadband connections. IP Office easily adapts to your goals and budget and provides individual user productivity solutions to give each of your employees just the capabilities they need—whether it’s your receptionist, sales or service representatives, home telecommuter or on-to-the go, knowledge worker. IP Office is ideal for any company with multiple locations. Connect up to 32 sites and have all the IP Office systems communicate seamlessly. Eliminate site-to-site calling costs. Share messaging, receptionists, the office directory and much more. Manage all systems from a single browser-based interface. Quickly and cost-effectively set up satellite operations in remote locations that might not otherwise have justified the investment in a fully-equipped office.IP Office has the ability to work with IP, digital, analog, SIP or wireless technologies. Use the devices you want, wherever you need them. Helping small-to-large companies around the world use communications to grow sales and lower operating expenses has made Avaya the global leader in business communications systems. If that’s what you want for your small business, it’s time to take a close look at Avaya IP Office.
  • How we communicate is a personal choice — it has to match the needs of the business. And business needs vary depending on whether employees are working in the office, at home, or on the road. Does the business have one location? Multiple locations? Is it a branch office of a larger organization? With IP Office 500, choose from a wide range of components to add capacity, applications, and phones as you need them. Whether you have two employees, 200, or more, IP Office is the right choice. IP Office 500 is a highly modular IP telephone system designed to meet the requirements of home offices, standalone businesses, and networked branch and head offices for small and medium enterprises. The award-winning IP Office 500 gives growing companies a complete solution for telephony, messaging, networking, conferencing, customer management, and unified communications.IP Office 500 is a versatile communications solution that combines the reliability and ease of a traditional telephony system with the applications and advantages of an IP telephony solution. This converged communications solution can help businesses reduce costs, increase productivity, and improve customer service.IP Office 500 addresses basic telephony needs, leverages built-in convergence capabilities, and capitalizes on robust unified applications to deliver intelligent communications to your users and customers. This small office IP phone system simplifies processes, and streamlines the information exchange within systems to create simple and effective communication experiences. Grow at your own pace and budget – start with what you need and expand quickly and cost effectively. By using combinations of base cards, expansion modules, it is simple to configure and easy to install more capacity. With IP Office 500, you can add Essential applications and capability as you grow, when you growReduce monthly costs – IP Office 500 will help you lower the cost of communications, with capabilities like conferencing, making calls over managed Internet service (Voice over IP) or low-cost Internet telephony service provider through SIP trunking and the comprehensive benefits of a converged communications system.Leave the office — be accessible – with easy, flexible options for call/message forwarding, mobile twinning and one-number access, IP Office keeps everyone in touch. Get the freedom to go where you want and never miss important business calls.Link multiple offices together – IP Office 500 provides businesses with multiple locations unique capabilities and feature transparency between sites. The ability to network phone systems and share messaging systems between offices reduces upfront investment and drives long-term productivityHost your own conference calls – enable cost-effective collaboration by utilizing the IP Office’s built-in 64-party conference bridge; quickly set up conference calls on the fly or schedule them and allow IP Office to notify participants automatically
  • There are a variety of telephones available for IP Office The 5400 series digital sets were designed specifically for IP Office – 5402, 5410, and 5420 meeting the needs of basic environments, management, and receptionistsSimilarly, the 5600 series IP sets were designed for the IP Office – 5610 and 5621. Add Power User or Teleworker and work from away from the office. All that is needed is broadband Internet access at the remote site and appropriate VPN Gateway at the IP Office site.The 1600 series IP phones – 1603, 1608, 1616 and optional Button Module 32 - are available on both the IP Office and Communication Manager.
  • Click on final build graphic to go back to ROI slide.
  • Customer Presentation Ip Office R5

    1. 1. Avaya IP Office: Simple, Powerful Communications for Small Business Donny Allison Senior Account Executive
    2. 2. For Discussion Today How IP Office What Serves IP Office Is Customers and Staff Why Now – What See Customers Immediate Are Saying Return © 2009 Avaya Inc. All rights reserved. 2
    3. 3. How IP Office What Serves IP Office Is Customers and Staff Why Now – What See Customers Immediate Are Saying Return © 2009 Avaya Inc. All rights reserved. 3
    4. 4. IP Office A Simple, Power Unified Communication Solution © 2009 Avaya Inc. All rights reserved. 4
    5. 5. So What Exactly Gets “Unified”? COMMUNICATIONS APPLICATIONS COMMUNICATIONS DEVICE COMMUNICATIONS TRANSORT INFORMATION © 2009 Avaya Inc. All rights reserved. 5
    6. 6. Unify What May Be Broken •Customers unable to reach the right person for an answer •Employee stuck at home and completely unproductive •Staff give out personal phone numbers •You have no idea how many client calls you’ve missed © 2009 Avaya Inc. All rights reserved. 6
    7. 7. How IP Office What Serves IP Office Is Customers and Staff Why Now – What See Customers Immediate Are Saying Return © 2009 Avaya Inc. All rights reserved. 7
    8. 8. Enable All Employees To Easily Connect With Customers IP OFFICE ESSENTIAL EDITION • Businesses expecting <30 total users on the system over next five years • Seeking “Must haves” of communications IP OFFICE PREFERRED EDITION • Businesses with >25 users or smaller businesses expecting growth over the next five years • Seeking a boost across the organization in responsiveness and professionalism IP OFFICE ADVANCED EDITION • Businesses with a dedicated customer service staff • Seeking ways to keep customers loyal and to drive exceptional levels of service © 2009 Avaya Inc. All rights reserved. 8
    9. 9. Empower Specialized Workgroups To Effectively Serve Clients/Customers IP OFFCE IP OFFCE MOBILE WORKER RECEPTIONIST • Have cell phones • Works switchboard • Work “on the road” • Can manage multiple sites from anywhere IP OFFICE IP OFFICE TELEWORKER CUSTOMER SERVICE AGENT • Works on pc/laptop • Works on pc/laptop • Full-time from home • Delivers helpdesk or service support IP OFFICE IP OFFICE CUSTOMER SERVICE POWER USER SUPERVISOR • Laptop & Cell Phone • Works on pc/laptop • Need to work from • Manages and tracks anywhere service activity © 2009 Avaya Inc. All rights reserved. 9
    10. 10. Ensure You Have What You Need To Control Costs Centralize Administration Lower cell phone/long Handle more calls with distance bills fewer people Expand talent pool Eliminate conference without increasing real calling fees estate © 2009 Avaya Inc. All rights reserved.
    11. 11. Easily Manage IP Office Every Day Or When The Unexpected Happens Seamlessly Built-in Swiftly Deploy Resiliency Integrate Customized Business Features Applications Advanced, Remote Diagnostics Manage your Easy to add or system from move phones Proactive anywhere Alarming © 2009 Avaya Inc. All rights reserved. 11
    12. 12. How IP Office What Serves IP Office Is Customers and Staff Why Now – What See Customers Immediate Are Saying Return © 2009 Avaya Inc. All rights reserved. 12
    13. 13. A Real Example Of Driving Productivity • Transportation services • 300 cities worldwide • Burlington, MA is HQ • 21 employees • Two full-time remote workers © 2009 Avaya Inc. All rights reserved. 13
    14. 14. 12 Person Boston-Based Limo Service Drives Productivity Around The World © 2009 Avaya Inc. All rights reserved. 14
    15. 15. Other Examples … 15 © 2009 Avaya Inc. All rights reserved.
    16. 16. How IP Office What Serves IP Office Is Customers and Staff Why Now – What See Customers Immediate Are Saying Return © 2009 Avaya Inc. All rights reserved. 16
    17. 17. Avaya IP Office Illustration: The Return on Investment www.avaya.com/ipofficeroi © 2009 Avaya Inc. All rights reserved. 17
    18. 18. Financing Options Buy Lease Finance © 2009 Avaya Inc. All rights reserved. 18
    19. 19. Avaya IP Office Simple, Powerful Communications  Simple to use and to manage  Empowers your people to deliver faster, more professionally  Enables customer service interactions to be transformed, measured and tracked  Helps ensure business continuity and room for growth  Measurably reduces costs  Easy to buy … for your budget © 2009 Avaya Inc. All rights reserved. 19
    20. 20. thank you Donny Allison Dallison@bencomm.com 877-923-6266 ext 310 20
    21. 21. Avaya IP Office IP Office 500 Communications Server  Up to 384 users  Just add as you grow  Network up to 32 sites  Proprietary OS; No moving parts  Go pure IP or the right mix you desire  Get IP value only where you need it Hybrid Technology  Save energy where you don’t need IP  Complete set of menu-driven tools, including audit trails  Administer moves, adds or changes – locally or remotely  Real-time remote diagnostics made easy  Get IP Office alarms via SNMP and E-mail  Auto call distribution to customized routes  Auto validation and error-checking  Integrated, customizable firewall & router  Open; Easy to integrate with other applications Planned Release as of 6/18/09; Subject to change 21
    22. 22. Avaya IP Office Wide Range Of Desk Phones 5402 Digital Phones 1603 IP Phones 5610 & VPN 1608 5410 1616 5621 & VPN Add software license and these phones 5420 become VPN links to the main system. Planned Release as of 6/18/09; Subject to change 22
    23. 23. Avaya IP Office Group Collaboration Essential Edition  Businesses that need only basic collaboration capabilities across Profile: their organization Adds voice messaging and basic auto attendant:  Voicemail box for all employees on the system; ability to send voicemail to email Function:  Automated attendants can be programmed for basic routing of incoming calls  Dial By Name - Using your internal directory, callers can easily search the person they wish to connect with via touch tone.  Provides the basic set of communications needs in today’s Value: business world List Price:  $795 per system Planned Release as of 6/18/09; Subject to change 23
    24. 24. Avaya IP Office Group Collaboration Preferred Edition  Businesses that seek greater speed of response and ease for all Profile: staff interactions Everything in the Essential Edition plus:  Secure “Meet Me” Conferencing – Users can host their own conference calls with personal pin codes – up to 64 parties in total.  Automated call routing – Multiple and multi-level as well as conditional Function: routing to ensure that the right person gets the call.  Call recording to a voicemail box – Automatic and on demand ability to record incoming or outgoing calls that you pre-set based on need for a specific frequency or that you enable instantly with the push of a button.  Flexible programming via a graphical user interface – makes customizable call routing changes to your business easy and quick to implement.  Prioritize how you treat your best customers and even greet them with personal messages. Value:  Collaborate easily with your staff or and reduce or eliminate external conference costs.  Ensure fast response to messages List Price:  $2,395 per system Planned Release as of 6/18/09; Subject to change 24
    25. 25. Avaya IP Office Group Collaboration Advanced Edition  Businesses that require high levels of effective and efficient Profile: customer service, as well as the ability to monitor and analyze what those levels are Requires purchase of Preferred Edition as pre-requisite:  Track and measure customer service and agent productivity – through an easy to use single screen browser interface.  Record customer calls – to a dedicated storage facility enabling you to Function: seamlessly search and replay any conversation  Ability to access information, check status of orders, and more using integrated voice response services.  Enable customers to request information and/or complete surveys. Retrieval of responses is as simple as listening to a voicemail message.  Increase your knowledge about customers, their experience and improve service  Provide customers 24/7 access to information and services – with Value: customized automated self help  Allocate your most valuable resource – your employees – to your most valued asset – your customers. List  $2,895 per system Price: –Requires Preferred Edition @ $2,395 –Includes 1 Supervisor license Planned Release as of 6/18/09; Subject to change 25
    26. 26. Avaya IP Office Connects Multiple Sites In Small Communities  For enterprises with more than one site that want to ensure Profile: all sites feel “connected”  Connects systems (up to 32 per cluster for telephony and voice messaging) together using industry standard methods.  Employees capabilities across locations – easy 3 or 4 digit Function: dialing, presence, paging, distributed call routing and multi-site “hot desking” on digital, analog or IP phones.  Control reception of all calls across all sites from one location.  Extend communications to remote locations - enables separate locations to operate as a single site, transparently.  Increase customer satisfaction while enhancing collaboration Value: among employees  Improve mobility and productivity  Save on calling costs – enables you to eliminate site-to-site calls and effectively access the site with the best calling plan for all. List  $695 per system/site (includes up to 4 channels) Price: –Each additional 4 channels is $695 Planned Release as of 6/18/09; Subject to change 26
    27. 27. Avaya IP Office User Productivity Mobile Worker Solution  Employees who do not have laptops but are Profile: on the road using mobile devices Delivers ability to work from on the road  Delivers one number access to mobile device with call control as if “in the office” Function:  Turn any office phone at any site into your office phone (Requires Multi-site option)  * Roam the office / warehouse wirelessly  Your field sales and services staff need to be as responsive to your customers and each other as possible. Value:  This solution enables them to never miss a call and to stay in control and connected while on the MOBILE road. WORKER  $89/seat* Volume discounts: List  To enable warehouse roaming, 10% off* @ 5 seats Price: simply add a wireless IP phone. 20% off* @20 seats Planned Release as of 6/18/09; Subject to change 27
    28. 28. Avaya IP Office User Productivity TeleWorker Solution Profile:  Employees who work from home full time Delivers ability to hire staff any where  With an IP phone and Internet connection, user will be an extension of the main office.  Calls flow via your network and the Internet so Function: there is no additional home worker phone bill expense.  Additional software enables user to leverage PSTN whenever bandwidth is compromised via telecommuter mode. TELE-  Hire the right person, no matter where they’re WORKER located. Make them feel connected.  Streamline real estate and facilities costs with Value: full-time remote workers  Save money and enable business continuity.  $149/seat* Volume discounts: 10% off* @ 5 seats List Price:  Requires purchase of 20% off* @20 seats 5610 or 5621 IP desk phone Planned Release as of 6/18/09; Subject to change 28
    29. 29. Avaya IP Office User Productivity Power User Solution Profile:  Employees who have laptops Delivers ability to work from anywhere  One number reach with ability to call control from mobile phone.  Turn any phone into your office phone Function:  Host your own conference calls  See, click and connect – manage all your calls – whether in the office or working remotely  Save on calling costs when traveling abroad  Turn IP desk phone into remote office.  Power users are the people you have invested in to POWER think, share their ideas and deliver for your USER Value: customers.  This solution ensures you enhance their ability to respond quickly and maximize their individual productivity; no matter where they are. Volume discounts: 10% off* @ 5 seats List  $169/seat* 20% off* @20 seats Price: Planned Release as of 6/18/09; Subject to change 29
    30. 30. Avaya IP Office User Productivity Receptionist Solution Profile:  Any office receptionist with a PC Delivers ability to remotely control calling and connect anyone across all sites  Visual PC interface for call fast handling –operators see everyone’s call status Function:  Manage calls for multiple sites– answering and transferring calls throughout the network  Share a single receptionist across multiple RECEPTIONIST locations and/or businesses  Professional service for your customers  Consolidate reception to one site; redeploy the Value: resources to do other work  Efficient call handling  Speed, simplicity and flexibility List Price:  $599/seat Planned Release as of 6/18/09; Subject to change 30
    31. 31. Avaya IP Office User Productivity Customer Service Agent Solution  Any employee who fields customer service Profile: calls and requests Delivers ability to efficiently and effectively service customer calls Function:  Be informed and respond to business needs – through a browser based client  Enables agent to see his/her own performance AGENT  Enables sales, service or other departments to Value: quickly, intelligently respond to customer inquiries. List Price:  $349 per seat Planned Release as of 6/18/09; Subject to change 31
    32. 32. Avaya IP Office User Productivity Customer Service Supervisor Solution Profile:  Customer service supervisor Delivers ability to track, measure and create custom reports for agent productivity  Easy to use browser interface  Customize views with only relevant data – Supervisors can personalize statistics Function:  Keep informed of the most critical business cares –choose from over 10 alarm statistics and fine-tune threshold levels at any time responding to current conditions.  Save time creating reports – drag and drop reporting with built-in templates SUPERVISOR  Ability to find problems or opportunities for the Value: business with real data on how you are serving customers List Price:  One license included in Advanced Package Planned Release as of 6/18/09; Subject to change 32
    33. 33. Avaya IP Office Application Partners - Examples • Keeps doctors, lawyers, etc. calendars booked • Frees up time, Prevents no-shows, Saves Money • Tracks phone calls & identifies fraudulent usage • Enables bill backs, measures effectiveness • Excellent for hotels; wherever usage needs customization • Differentiates service, improves efficiency • Enables business to serve/employ people with disabilities • Access larger labor and customer pool, drive loyalty • Consolidates lines & automates fax operations • Speeds response, makes it easy for clients • “Screen pop” with call – caller’s detailed information • Personalized customer service, speeds response 33 Planned Release as of 6/18/09; Subject to change
    34. 34. 60 Person Retail Firm In Boston Gets Magic Touch Across 3 Locations  Telephone system: “far too basic” Challenge – Difficult for customers or suppliers to reach employees as they were seldom at a desk  Needed to conduct business remotely, on the road and at home  Speedy responsiveness among “With our Avaya staff and between staff and system, it’s easy to Value customers keep in touch with customers, suppliers  Never misses important calls and employees, whether I’m at Magic  Reduced local call costs Beans or at home with my children.” -- SheriAvaya Inc. All rights President © 2009 Gurock, reserved.
    35. 35. 35 Person Manufacturer In NY Assembles Savings And Controls It’s Key Parts  High communications costs Challenge for remote & mobile workers  Difficulty connecting with “Annual cost savings remote workers have been really impressive. Communications from and to our customers is  $30,000/year in LD savings simple and seamless, and we have great Value  “Immense” productivity gains connectivity with each other through 4-digit  Significant revenue impact dialing in-house and to remote sites…” through customer data capture and service Stacey Gardella, Administrative Services Manager, Spraylat © 2009 Avaya Inc. All rights reserved. 35
    36. 36. Medical Practice in NY Streamlines Patient Care  Lack of capacity to handle Challenge needs of growing practice  Difficulty communicating “We are very pleased with between locations the way IP Office has helped us improve and fine-tune so many of the  10-year ROI of $195,000 processes in this medical practice. We can serve patients better, and we  Streamlined call routing Value can organize and improves patient care, staff prioritize our work more efficiency effectively…”  Productivity increases through Gairy Rahat, IT Director, Urology Associates messaging /automated fax handling © 2009 Avaya Inc. All rights reserved. 36
    37. 37. CPA Services Across 3 Locations Ensures Reliable Client Service  Previous system was replaced Challenge after several months  Sought reliability, client “We need the best for our satisfaction and cost savings customers, and with the Avaya system, I’d say we have it. We’re a service  15% increase in billable time business, which means we are dependent on people being able to  Ability to consolidate 3 reach us. If that doesn’t Value receptionist roles to operate exist, we might as well from one location close our doors.”  Redeploy 2 resources Joseph P. Manzelli, CPA, CITP Director, Fuoco Group LLP  Lower maintenance costs © 2009 Avaya Inc. All rights reserved. 37
    38. 38. Customers: Petcare service in KY What They're Saying About IP Office  3 sites disconnected by 3 old phone Challenge systems  Lack of efficiency & speed for it’s 30,000 customers “Doctors who are mobile can send their detailed voice remarks to the  Integrated contact center delivering medical facility via e-mail. efficient call handling, seamless This ensures complex access and satisfied clients information about clients' pets is accurately Value  Mobile hospital with VPN communicated, and it's  Vets prepared with details before sick another way to make sure pet arrives clients' pets are well  Two full time tele-workers cared for…”  $200k+ savings a year Ray Stamper Co-owner, Pet Wow © 2009 Avaya Inc. All rights reserved. 38
    39. 39. Resilient SCN - Same or Remote Locations Resilient SCN Provides; Systems A & B share information  Transparency for most used features  Users & Hunt groups  Resilient user & hunt groups  IP Extension (Including DHCP) New  Back up system for Voicemail Pro  Personal contacts/Call Log (1600)  Resilient network topologies  Licenses associated to users  No idle hardware required  Simple activation (just 3 check boxes) © 2009 Avaya Inc. All rights reserved. 39
    40. 40. © 2009 Avaya Inc. All rights reserved. 40
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