Avaya Cloud Enablement Solutions for Cloud Service Providers With today’s economic pressures and shrinking budgets, enterprises are challenged to do more with less. To remain competitive, they must optimize their communications systems while protecting their investments. Thus, more organizations are turning to cloud communications to gain more predictable monthly expenses and more quickly ramp up or down based on changes in business conditions.

The shift to cloud communications

presents Cloud Service Providers (CSPs)

with new revenue opportunities.

According to Frost & Sullivan, the North

America Hosted IP Telephony and UC

Services market is expected to grow

from $1.22 billion in 2011 to $8.27 billion

by 2018 at 31.4% compounded annual

growth rate (CAGR)1. The North America

Hosted Contact Center market is

expected to grow from $1.52 billion in

2011 to $2.98 billion by 2017 at 11.8%

CAGR2 .

Now CSPs can address this aggressive

market growth rate and increasing

demand for cloud communications with

a complete suite of collaboration

solutions, Avaya Cloud Enablement

Solutions.

Avaya Solutions for Cloud Service Providers

The Avaya Collaborative Cloud™

portfolio includes two key solutions:

Avaya Cloud Enablement for Unified

Communications and Avaya Cloud

Enablement for Customer Experience.

Now you can host and deliver market

leading collaboration solutions to your

enterprise customers and your

customers benefit by deploying the

cloud communications services that

you provide.

Avaya Cloud Enablement for Unified Communications

With Avaya Cloud Enablement for

Unified Communications, you can offer

your customers a full range of cloud-

based advanced communications and

collaboration capabilities – anywhere,

any time and across devices.

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Avaya Collaborative Cloud™ Portfolio

Avaya Cloud Enablement

Solutions are part of the

Avaya Collaborative Cloud

portfolio, our strategic

framework for enabling

enterprises and cloud

service providers to evolve,

augment, federate and

simplify their cloud

communication and

collaboration applications

for Unified Communications,

Video Collaboration and

Contact Centers.

With the Avaya Collaborative

Cloud solutions, we enable

enterprises and cloud

service providers to:

• Evolve toward cloud

communications and

collaboration – with paths

and choices across public,

private, and hybrid cloud

options rooted in flexible

licensing and pricing

options to accommodate

variable business

priorities.

• Augment existing

on-premises and cloud

applications – with

complementary Avaya

cloud applications,

delivering enhanced

innovative solutions.

• Federate cloud

communications across

enterprise domains – to

enable enterprises to

interoperate across

platforms and protocols,

to cloud applications, and

across clouds.

• Simplify user experiences

and environments – with

rich clients, unified

platforms and easy-to-use

administration.

1Frost & Sullivan North America Hosted IP Telephony and UC Services Market, July 2012

2Frost & Sullivan North America Hosted Contact Center Market, 2012

• Voice and Video: Comprehensive

SIP-based end user voice and video.

• Presence: Rich presence and instant

messaging capabilities across a

wide range of business

environments.

• Messaging: Texts, emails, voicemails

and instant messages in one user-

friendly format.

• Conferencing: Multi-party ad hoc

conferencing.

• Full Range of Devices: Support for

existing Avaya desk phones,

conference phones and a full range

of soft clients. Attendant console to

easily manage calls and work

groups.

• Mobility: Ease of use and

reachability across Bring Your Own

Device (BYOD) with extension to

cellular capabilities.

Avaya Cloud Enablement for Customer Experience Management

With Avaya Cloud Enablement for

Customer Experience Management,

your enterprise customers can access

key capabilities for their contact

centers.

• Multichannel customer interaction:

Support for the consumers’ channel

of choice.

• Right resource at the right time: By

capturing resource skill sets in the

routing database, contacts are

routed to the right resource by skill

type, regardless of contact channel.

• Automated interactions across

media: Automation of self service

interactions across multiple media

including voice, mobile and

integrated voice response to

outbound voice, email and SMS text

interactions.

• Contact recording: Customer

interactions are captured across a

wide range of channels.

• Reporting: Enable contact centers

to analyze virtually everything –

from wait times to average answer

speeds, to percent reduction over

the past year in abandoned call

times.

• Simple, intuitive agent desktop:

Rich contact center agent desktop

with advanced contact handling

features, on demand access to

customer information, and

immediate access to experts.

The Avaya Difference: Partner with the Leader in Unified Communications and Contact Center

As more enterprises look to the

benefits of the cloud, you need to

provide rich, cloud-based solutions to

remain relevant and meet the

changing demands of your

customers. With Avaya Cloud

Enablement Solutions, you can deliver

the same market-leading Avaya

solutions from the cloud to meet your

customers’ needs.

Avaya Cloud Enablement Solutions

offer Cloud Service Providers

differentiated value such as:

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• Utility pricing to the Cloud Service

Provider: With flexible “pay as you

sell” utility model, you don’t pay for

unused capacity. Provision systems

to accommodate the dynamic needs

of your customers without incurring

significant upfront costs. This allows

you to match expense with revenue

and gain greater control over your

cash flow and costs.

• Single, scalable platform based on

Avaya Aura®: One unified platform -

Avaya Aura - for both unified

communications (UC) and contact

center (CC) allows you to address

multiple segments without the

complexity of managing multiple

platforms from different vendors.

Scale flexibly and easily to lower

costs and simplify your

environment.

• Multi-tenancy with single,

centralized administration overlay:

Both hosted UC and CC are

managed with Avaya Control

Manager. This tool delivers multi-

tenancy with centralized

management and administrative

segmentation, helping you lower

costs and simplify management.

• Session-based SIP architecture: An

all SIP-architecture can simplify,

centralize and consolidate disparate

legacy infrastructure – leading to a

less complex environment that can

be easier to manage and support.

• Open standards, customization

and integration: The Avaya Aura

platform is based on open

standards, removing dependencies

on proprietary hardware and

infrastructure – helping you to easily

add-on applications to differentiate

your solution.

• Full suite of professional and

managed services: Avaya Client

Services provides maximum

flexibility, accelerating your time to

market.

• Go-to-market partnership: Work

with Avaya to jointly acquire

customers and drive overall growth.

• Market-leader in Unified

Communications and Contact

Center: Avaya products and

solutions have the rich features and

robust infrastructure known to our

large install base. This can help you

expand your customer base:

– Existing Avaya customers can

transition to the Cloud and still

retain the same user experience

and features that are core to their

business.

– New customers can be targeted

with a broad portfolio of cloud-

based Avaya capabilities and

solutions that address

demanding business

requirements.

Deliver Differentiated Cloud Communications

To meet the growing demand for

cloud communications, you need a

differentiated solution and a

committed partner. Avaya Cloud

Enablement Solutions are built on the

same market leading Avaya Aura®

platform that delivers the rich

features and applications reliably, at

scale, and based upon open

standards. With Avaya, you have a

partner to solve your customers’

critical needs and gain new revenue

streams. Together, we can provide a

comprehensive portfolio of

communication and collaboration

services to transform the way people

work together.

Learn More

For more information on Avaya Cloud

Enablement Solutions for Cloud

Service Providers, please contact

your Avaya Account Manager.

You can also visit us at

www.avaya.com/cloud

The shift to cloud

communications

presents Cloud Service

Providers (CSPs)

with new revenue

opportunities.

Now CSPs can address

this aggressive market

growth rate and

increasing demand for

cloud communications

with a complete suite

of collaboration

solutions, Avaya

Cloud Enablement

Solutions.

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About AvayaAvaya is a leading, global provider of customer and team engagement solutions and services available in a variety of flexible on-premise and cloud deployment options. Avaya’s fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services. For more information, please visit www.avaya.com.

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