Customer Presentation Ip Office R5

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Avaya IP Office 5.0 Customer Presentation

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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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