There are many trends in impacting Today’s EnterpriseConsumerizationiPhone, Facebook, Twitter, wii, Netflix have all changed the expectations of your employees and your prospects and customersPatterns of workMobility, demise of the 9-5, globalization, always-on, technology shifts have shifted your ability to respond to those customer needs – generally in a positive way, but the trends do pose challenges? Who pays? Who’s accountable for security? Etc., etc.Economic imperativesDrive for profit and growth, containing costs, rapid response to new business opportunity, customer centricity
Device and application proliferation Location independenceBalancing growth and costs
Imagine a world where …
* Dell Oro – Revenues – 1Q 2011Includes Traditional Key/Hybrid, IP-PBX Small, Hybrid IP-PBX SmallCalendar Year Small Platform Revenue Totals - Dell‘Oro GroupOther vendors in the study: Cisco, IBM, Interactive Intelligence, Mitel, Shoretel, NEC, Microsoft
Avaya provides unified communication and collaboration solutions for each of the three main markets on the previous slideIP Office targets the small & medium side business up to 250 users. It can expand up to 1000 users which may be across 32 locations depending on the communication needs.In the midsize and large enterprise space we have the Avaya Aura platform:Avaya Aura® Solution for Midsize Enterprise targets the 250-1000 users, and also serves small customers who have sophisticated needs and are implementing advanced collaboration such as video. This is the Avaya Aura platform for unified communication with expansion to advanced collaboration applicationsBranch Solutions can tie into the midsize solution or a full Avaya Aura multi-server architecture depending on the need. Branches are typically 1-450 users. The Avaya Aura B5800 at the edge is ideal for large branch networks.
Avaya one-X Mobile Preferred allows small businesses to :- Increase productivity- Ensure business continuity- Save communication costs (use of company PBX resources to make your calls from your mobile device)With one-X Mobile Preferred, you can:- Take advantage of the “One Number” capability. Your mobile device becomes your business phone- View your favorite contacts and their Rich Presence (Presence availability and telephony status)- Search local and company contacts (personal local directory orcompany contact database)- Access to your emails and calendar- Configure remotely your telephony settings (forward options, mobility mode ..)- Dial by name using local directory or remote company directory – click to call or voice announce- Use the call control capability (Make call, New call, forward, hold, switch …)
One-X Portal for IP Office has also received some enhancements with release 8.0.Avaya one-X® Portal for IP Office in Release 8.0 introduces a Presence and Instant Messaging Service. It shows presence (including free/busy, on-hook/off-hook, and others) for any of the people added in Directory+ gadget in the one-X Portal. The presence status is also published to buddies using Microsoft OCS/Lync and those which are part of the Google Talk networkEach one-X Portal user by default has a "MyBuddy" entry in his/her IM/Presence roster. MyBuddy is a virtual person that responds to commands entered by the user in his/her chat window by invoking a simple @ command (@call, @xfer, @conf). MyBuddy also works with other popular XMPP-based external instant messaging services and clients (i.e., GoogleTalk and Jabber)—allowing you to communicate with all your contacts in one instant messaging interface and on a wide variety of devices.Avaya one-X® Portal for IP Office in Release 8.0 enables a user to add 3rd party gadgets from Google, Zoho, and other to the one-X Portal. This allows users to combine their Unified Communication workspace with their personal workspace.Release 8.0 also exposes APIs to allow IP Office to be easily integrated into popular sales force automation and customer relationship management applications used by SMEs.
2 new handsets available for DECT R4 systems with IP Office Release 7.0: the 3740 and 3749 These DECT solutions are targetedfor industrial environments., being shockproof, liquid and gas proof. The 3749 also benefits from being intrinsically safe, which loosely translated means you can walk around a coal mine or gas refineries without the risk of explosion. A safety feature called for in some vertical industries is “man down” In the event of no movement for a certain period of time an alert is sent to a security system
You are probably aware of the DevConnect program within Avaya, currently numbering over 170 certified with IP Office. Each offers unique value to IP Office, and can open new market opportunities for you.By embracing our Devconnect partners, and focusing on a vertical market, we, and you, can differentiate from ours and your competition. With knowledge of the vertical and IP Office, sales cycles will be shorter and your ability to generate revenue will be faster.By employing applications tailored to a business requirements It will most certainly put them above their competition.
Notes:This shows the results of the Tolly Group study, 24.6% saving in TCO over ShoreTel, not including conferencing.
More than 1 million businesses in all regions, and sectors rely on Avaya
The Agency Group is one of the world’s leading booking agencies, home to 50 agents with a combined roster of over 1,000 artists. They represent a wide variety of genres including rock, metal, reggae, folk, R&B, hip-hop, classical, and children’s entertainment and have Literary, Speakers, and Events departments operating out of the Los Angeles office. The Agency Group prides itself on building strong ties with artists and their managers by having each agent represent specific acts, unlike most agencies who work them in definite territories. Having offices located throughout the world - in London, New York, Los Angeles, Toronto, and Malmo - allows The Agency Group to easily offer global representation to acts that seek it and book as many markets as possible. Some of their notable clients include Pink Floyd, Nickelback, Paramore and many more.The company has 150 employees across 5 locations - London (HQ) New York, LA, Toronto, and Malmo (Sweden).CHALLENGETheAgency Group was looking for a product with larger conference bridge, with the ability to enable mobile agents to use mobile handsets and/or laptops without incurring costly cell phone charges. Since they were already using the Avaya BCM platform, protecting that investment was a critical requirement – and any new product they would migrate to would need to be availablefor a long time to come. SOLUTIONThe Toronto office installed an IP Office 500v2 running release 7.0 software, and re-used their existing Nortel Digital and IP Handsets. For executives that may be working at different locations – or at home – IP Hardphones with VPN capability were provided. The IP Office Power User package was leveraged to ensure rapid call handling options, as well as reduce the cell phone charges the agents would incur while on the road. Finally, to measure and track customer service, IP Office Advanced Edition was selected.The Agency Group selected IP Office primarily to ensure there was a solution to help migrate their existing legacy Nortel Norstar and BCM platforms. Avaya’s reputation and track record in the industry, along with the outstanding R&D team acquired through the acquisition of Nortel Enterprise Solutions, reassured them of the commitment made to the SME space and the continued design ofthe best SME product out there.VALUE CREATEDInvestment protection – The Agency Group’s existing investment in the Nortel T7000 series sets was preserved by re-using them on the IP Office platform. With IP Office R7.0, a small business can realize between 40 – 60% investment protection when moving from an existing Norstar or BCM to IP Office, ensuring continuity and saving cost.Reduced costs – By leveraging IP Office Power User, agents are now able to make and receive calls on their laptops, just as if they were in the office. The IP Office Softphone – a key component of the Power User solution – lets agents take advantage of WiFi networks in hotel rooms or airports, and significantly reduces the charges incurred through mobile phone use.Improved employee collaboration – On the Norstar and BCM platforms, The Agency Group was limited with how many parties could join a conference call. With agents – not to mention clients - that could be literally anywhere in the world, having a larger, built-in conference bridge was a must. With the built-in, 128-party conference bridge, IP Office eliminates the need to procure additional license keycodes to increase bridge capacity, and allows The Agency Group to hold conference calls for larger parties on an ad-hoc or scheduled basis.
Avaya Global Services is the largest Avaya/Nortel servicer in the world. We provide an exceptional breadth and depth of services to help you build the business case and technical design for a solution, provide for a smooth migration and protect investments after installation with the proper level of support or managed services for your needs.Our professional services help you plan, design, and integrate your solutions to drive business results with communications technology. Plan. We work with you to prioritize your technology investments according to your business needs and develop a full business case and ROI.Design. Once the determination is made about which solution to implement, APS can provide a detailed technical design that eliminates the risk of complex migrations, including multi-vendor or integration with other business applications.Integrate. By planning properly, the implementation and deployment of solutions goes smoothly. Our partners and Avaya Professional Services can provide the capabilities necessary to remove risk from this stage of the lifecycle.Technical support is a strategic element of ensuring the success of a technology purchase and we provide headache-free support to achieve optimal performance for your systems.Support. We can support any environment, from small to large, simple to complex. Our flexibility enables us to provide complete solution support or enable you with the tools and knowledge to complement your capabilities. Many customers find that the ongoing management of a communications environment is critical to business success but an administrative burden on your IT team. Operations Services can take care of your management so you can focus on strategic initiatives.Operate. We have a fully partner-enabled managed services platform services that provides holistic managed options for all Avaya and Nortel solutions, including Voice, Contact Center, Video and Data.
Exact number of Channel Partners is 9631, effective January 21, 2011
No. 1 in Worldwide Unified Communications and Telephony Systems1No. 1 in Worldwide Contact Center2 No. 1 in Worldwide Enterprise Messaging3No. 1 in Worldwide Audio Conferencing4No. 1 in Worldwide Voice Maintenance Services5Additionally, Gartner places Avaya in the Leaders Quadrant based on its completeness of vision and ability to execute:Leaders Quadrant in Gartner Magic Quadrant for Corporate Telephony, 20106 Leaders Quadrant in Gartner Magic Quadrant for Unified Communications, 20107Leaders Quadrant in Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide, 20108 Sources: 1-Dell’Oro Group, Enterprise Telephony Report, 3Q10, November, 2010; 2-Gartner Inc., Market Share, Contact Center: Worldwide, 2009, Drew Kraus, March, 2010; 3-T3i Group, InfoTrack for Converged Applications, Full Year 2009, Messaging, June, 2010; 4-MZA, Ltd., The World UC Applications Market, 2010 Edition, June, 2010; 5-IntelliCom Analytics, Services Market Dashboard, Q3 2010 Global Lifecycle Services Market Workbook, November, 2010; 6-Gartner Magic Quadrant for Corporate Telephony, Steve Blood et al, August, 2010; 7-Gartner Magic Quadrant for Unified Communications, Bern Elliot et al, July, 2010; 8-Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide, Drew Kraus et al, February, 2010.The Magic Quadrant are copyrighted 2010 by Gartner, Inc. and are reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner’s analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the “Leaders” quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Susan G. Komen for the Cure® (“Komen”) is the global leader in the breast cancer awareness movement, having invested and donated nearly $1.5 billion since its inception in 1982.As the world’s largest grassroots network of breast cancer survivors and activists, they work to empower people, ensurequality care for all, and energize science to find acure. Through events like the Susan G. Komen Race for the Cure®, and generous contributions from partners, sponsors and fellow supporters, they have become the largest source of nonprofit funds dedicated to the fight against breast cancer in the world.The company has 2 primary locations – the headquarters in Dallas, TX and an office in Washington, DC. There are other satellite offices, but these are where the bulk of the non-profit’s workers are located. Between these 2 offices, there are 286 employees – 260 in Dallas, and 26 in Washington, DC.CHALLENGEKomen had an existing Nortel Norstar system that they wanted to replace with a more modern solution. It’s important for the employees to interact and collaborate closely across the business, and that led Komen to consider an IP solution so they could have an integrated dial plan, enable remote workers, and the ability to monitor / manage the system centrally. SOLUTIONKomen opted to go with XO Communications’ unique XO One iPBX offer, an integrated voice and data solution that includes the on-site IP Office hardware and voice trunking, fully managed and maintained by XO. With a single bill and one point-of-contact for everything,Komen is able to focus its efforts on running the operation, rather than maintaining communications infrastructure.XO Communications installed an IP Office 500v2 in both the Dallas headquarters office and the Washington DC office. The Preferred Edition Group Collaboration option was chosen to provide voicemail and routing for knowledge workers. The Office Worker and Teleworker User Productivity solutions were purchased as well.The Dallas office, having the bulk of employees, had 242 9640 IP telephones installed, along with 18 9650 IP telephones. The Washington D.C. office went with 22 9640 IP telephones and 4 9650 phones.For call accounting and contact center reporting, Avaya DevConnect Partner Datel’s Call Sweet! and Call Sweet! Live were chosen. Additionally, to help with federating presence for internal and external contacts, Avaya DevConnect Partner AdvaTel’sInTouch application was also installed for most workers.Avaya was the only vendor able to complete a successful live demonstration of its solutionand applications at the Komen’s location. The competition was not able to provide a comprehensive, detailed demo according to Komen’s specifications – a key requirement of the bidding process. VALUE CREATEDImproved employee collaboration –The increased functionality gained from one-X Portal for IP Office’s IM capability - as well as the external contact presence realized with AdvaTel's In Touch application - met Komen’s need to simplify communications and increase collaboration internally and externally. The ability to enable remote workers also ensures that there is no loss of productivity should an employee need to work from home at any given time.Reduced costs –XO Communications uses the IP Office System Status Application included within Manager tomonitor the system resources and ensure that everything functions properly across the two locations. With Manager, XO can perform updates or upgrades from a central location, minimizing the need for “truck rolls” or dedicated staff on site at both locations.Business continuity - The rich feature set offered by the Multi-Site Networking option – including resiliency to ensure business continuity - was so impressive, Komen noted that IP Office was superior to what other vendors could provide. Now, Komen can mitigate any risk of downtime if there is an outage at either of the locations.
CUSTOMERHotel Ignacio is a boutique hotel catering to discerning travelers looking for an intimate setting, exceptional personalized service, and a unique stay in the heart of St. Louis’ thriving arts district. The hotel features 50 well-appointed guest rooms and two suites showcasing themes of architecture, fine art, performing arts, and music. The hotel provides high quality amenities, an eco-friendly environment, concierge services, and state-of-the-art interactive media solutions to enhance the experiences of each guest. Undergoing a renovation - and with their grand opening just months away - Hotel Ignacio was looking for a fresh, dynamic approach to in-room communications that would complement their efforts to create a distinctive service experience for guests.CHALLENGERenovation efforts were moving along at the Hotel Ignacio, a 50 room boutique property in the midst of St. Louis’ cultural attractions, adjacent to Saint Louis University. The hotel was planned as an “urban oasis,” surrounding guests with exceptional services, high quality amenities, and an eco-friendly environment. Their vision was to carve a unique niche in the hospitality market, and they needed the ideal communications solution to complement that vision.Integration with the Hotel Ignacio’s existing FCS WinExpress hospitality system was a hard requirement, especially for delivering key staff and guest services such as voice mail, do not disturb, wake-up calls, call billing, and room status. To maintain a competitive advantage over neighboring hotels, the Hotel’s vision included “green” benefits – elimination guest room clutter of hotel directories, in-room menus, or brochures on local attractions. The hospitality industry estimates indicate that green savings related to reduced paper use can equate to $1.29 per available room per night. Ultimately, the Hotel Ignacio wanted in-room capabilities to enhance efficiency, making it faster and easier for hotel staff to update guests with the very latest information – preferably on a single device such as the telephone.SOLUTIONThe hotel’s solution consists of Avaya IP Office, which serves as the platform for the other solution components and internal systems (such as the Property Management System). Hotel Ignacio also selected the Avaya 1608 series IP Phones for staff, the Avaya Guest Media Hub for in-room communications, and FCS (an Avaya DevConnect Partner) WinExpress hospitality system to enable integration with the PMS. Avaya IP Office offers a cost-effective, reliable hospitality solution with extensive guest features and back-office functionality. Ideal for smaller footprint hotels and boutique properties, IP Office delivers basic telephony, contact center auto attendant call routing, and front-desk and hotelier activities supported by the Avaya 1608 IP Phones. The solution also supplies guests with self-service options for checkout and room service, freeing staff to focus on other value-added guest services. Onscreen communications reduce staff time spent on copying and distributing hotel announcements. Fewer in-room printouts means there’s less need to check or replace materials, simplifying housekeeping efforts. With the Avaya Guest Media Hub,one touch brings interactive access to amenities from room phone and voice mail to wake-up calls and front desk assistance. Those hungry for room service simply click to view photo menu selections and order. Guests can personalize weather and stock quote displays, and request frequently needed items such as pillows. Busy travelers save time with quick access to bill review and automated checkout options. Other popular features include local restaurant listings with menus and reviews, and the live streaming video tours of local attractions and events. Further integration with the hotel’s Property Management System (PMS) incorporates guest check-in/check-out and other hotel-related functions. According to John Dalton, General Manager of the Hotel Ignacio, “Our overall Avaya IP Office solution has helped Hotel Ignacio realize close synchronization between our technology and our vision of guest services. We’re very pleased that Avaya technologies have enabled us to achieve seamless, effective integration of all the hotel systems.”VALUE CREATEDCompetitive distinction – the Hotel Ignacio provides a rich array of personalized guest services that are not typically part of the small hotel experience, highlighted by the use of the Avaya Guest Media Hub, delivers rich interactive services for guests via colorful in-room touch-screen devices. Using branded and customized applications, the hotel can offer their own array of special concierge services. Cost savings – replacing traditional in-room printed materials with multimedia communications via the Guest Media Hubsaves the Hotel ~$17,000 per yearEnhanced productivity and efficiency - by using FCS WinExpress, the Avaya IP Office fully integrates with the PMS, automating phone provisioning, billing, and wake-up calls, which were all handled ad-hoc prior to implementation of the system.
The High Authority for the Fight against Discrimination and for Equality (La HALDE, in French: La Haute Autorité de Luttecontre les Discriminations et pour l’Égalité) is a French independent administrative authority created by law on 30 December 2004. The HALDE helps anyone to identify discriminatory practices and to fight them. It advises in all the judicial arrangements, and contributes to establish evidence for discrimination. It has investigatory powers to instruct files, and can demand documents and evidence which the victim could not obtain.Anyone who believes himself or herself to have been a victim of discrimination can appeal to the HALDE, either independently, through a member of the National Assembly, through a senator or through a French EMP; the HALDE can then take pursue cases of discrimination itself, with the agreement of the alleged victim.To do this, the HALDE relies on a network of 130 volunteers that work locally with each of the victims, and doing so while protecting the person’s identity. Complaints are made to the HALDE at its main location in Paris, which is supported by a full-time staff of 91 employees, including 3 agents in a call center. Calls that come into the main location are then distributed – either by the agent or routed if they are busy – to the appropriate volunteer.CHALLENGEThe HALDE had a difficult time managing the customer relationship as all of their volunteers could only be reached by their individual, mobile number. This presented a challenge not only to the agents in the HALDE’s call center, but also to the volunteers themselves – they preferred not to give out their private mobile numbers to clients. With respect to the routing of calls to the volunteer’s mobile device, an audit of the operation revealed that the number of dropped or missed calls was unacceptably high.The HALDE was using an old Alcatel PBX 4400 for both the staff and call center, but could only support a maximum of 80 stations. “The maximum number of employees the system could support was reached quickly,and we realized it was now necessary to integrate the local correspondents’ mobile devices to create a direct link with Paris." said Paul Bernard Delaroche, the Administrative Director of the HALDE.TheHALDE decided to replace the Alcatel system with a solution that would not only be capable of handling a growing number of appeals and / or complaints, but also integrate the local correspondents as a natural extension of the administration.“The project was to review the organization's reliance on a system unsuited to the needs of the administration and the victims.New mechanisms for re-routing and treatment of missed calls had to be implemented to ensure continuity of services", said Delaroche.In addition, the replacement had to consider improvements to the call center, previously administered by the old PBX, such as quality indicators to optimize the handling of complaints and provide a more responsive service.SOLUTIONThe HALDE chose the Avaya IP Office solution with Preferred and Advanced Edition to guarantee a high level of service for its clients by optimizing the communications functions incorporated into the system. Moving to a solution with intelligent routing of calls from the main location to mobile devices - with single number access - the IP Office solution transformed the HALDE’s criticalcommunications and plaintiff engagement experience.“The Halde wanted to implement a centralized communications system that considered the entire process holistically”, says Xavier Godard, Director of ETP Tetracom, an Avaya Authorized Business Partner. “The upgrade focused on three main areas of improvement – internal calls to the main center in Paris, the call center, which distributes calls to volunteer correspondents, and integrating the volunteer correspondents to the system so they could be reached whether using a mobile device or working from home.”The primary objective was to allow the HALDE to increase capacity for handling complaints, while accelerating the process of ramping and integrating new volunteers. Volunteers have been outfitted with one-X® Mobile for IP Office to allow a single-numberinterface between the individual calling the Paris location and the corresponding local service. This alleviates the need for the call center agent to manage multiple volunteers’ mobile numbers and use an integrated dial plan to make seamless transfers without dropping the call. Volunteers often prefer to work from home, and with one-X® Portal for IP Office, they can choose how they wish to be contacted, either on his / her home telephone and/or their mobile phone. Optionally, some choose to use the IP Office Video Softphone directly on the PC. Whatever method the volunteer decides to use, it remains transparent to the outside caller, which allows the volunteer to maintain a closer, more personalized relationship with the victim.In order to better anticipate and improve the monitoring of calls, the HALDE also requested deployment of advanced analytical tools. “With IP Office Advanced Edition and the Customer Call Reporter (CCR) application, we were able to provide a number of statistical reports to suit the business needs of the organization," said Xavier Godard.“Now, the HALDE is presented data on the number of incoming calls, the number of callers treated or transferred to a volunteer, the waiting period on hold, and the number of failures," he says. Now, more calls are processed with no failures, driving a much better experience for the victim and the volunteer.VALUE CREATEDSeamlesscollaboration between staff and volunteers –By enabling intelligent call routing, all volunteers are now integrated to main system at the Paris headquarters, allowing staff to message volunteers, see if they are available, and transfer calls with an integrated dial plan.Improved responsiveness to client inquiries – The addition of CCR in the call center lets agents optimize the handling of complaints and ensure that none of the transferred calls are dropped or lost. Single numberreachability- Using IP Office Power User (which includes one-X® Mobile for IP Office and one-X® Portal for IP Office), volunteers are reachable with a single number via their PC,home phone, or mobile device.
Transcript of "Avaya IP Office voor IT managers"
AVAYA IP OFFICEThe Power of We™Driving Lower TCO, Simplified Managementand Higher Levels of ProductivityPresenter NameTitleDate