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Avaya IP Office 5.0 Customer Presentation
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Avaya IP Office:Simple, Powerful Communications for Small Business
Donny Allison
Senior Account Executive
© 2009 Avaya Inc. All rights reserved. 2
For Discussion Today
What IP Office Is
How IP Office Serves
Customers and Staff
What Customers Are Saying
Why Now – See
Immediate Return
© 2009 Avaya Inc. All rights reserved. 3
What IP Office Is
How IP Office Serves
Customers and Staff
What Customers Are Saying
Why Now – See
Immediate Return
© 2009 Avaya Inc. All rights reserved.4
IP OfficeA Simple, Power Unified Communication Solution
© 2009 Avaya Inc. All rights reserved.
COMMUNICATIONS APPLICATIONS
COMMUNICATIONS DEVICE
COMMUNICATIONS TRANSORT
5
So What Exactly Gets “Unified”?
INFORMATION
© 2009 Avaya Inc. All rights reserved. 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. 7
What IP Office Is
How IP Office Serves
Customers and Staff
What Customers Are Saying
Why Now – See
Immediate Return
© 2009 Avaya Inc. All rights reserved. 8
Enable All EmployeesTo 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.
Empower Specialized Workgroups To Effectively Serve Clients/Customers
9
IP OFFICETELEWORKER
• Works on pc/laptop• Full-time from home
IP OFFCEMOBILE WORKER
• Have cell phones• Work “on the road”
IP OFFICEPOWER USER
• Laptop & Cell Phone• Need to work from
anywhere
IP OFFCERECEPTIONIST
• Works switchboard• Can manage multiple
sites from anywhere
IP OFFICECUSTOMER SERVICE AGENT
• Works on pc/laptop• Delivers helpdesk or
service support
IP OFFICECUSTOMER SERVICE
SUPERVISOR
• Works on pc/laptop• Manages and tracks
service activity
© 2009 Avaya Inc. All rights reserved.
Ensure You Have What You NeedTo Control Costs
Lower cell phone/long
distance bills
Handle more calls with fewer people
Expand talent pool without increasing
real estate
Eliminate conference calling
fees
Centralize Administration
© 2009 Avaya Inc. All rights reserved.
Easily Manage IP Office Every DayOr When The Unexpected Happens
11
Swiftly Deploy
Customized Features
Seamlessly Integrate Business
Applications
Easy to add or move phones
Manage your system
from anywhere
Built-in Resiliency
Advanced, Remote
Diagnostics
Proactive Alarming
© 2009 Avaya Inc. All rights reserved. 12
What IP Office Is
How IP Office Serves
Customers and Staff
What Customers Are Saying
Why Now – See
Immediate Return
© 2009 Avaya Inc. All rights reserved. 13
A Real Example Of Driving Productivity
• Highly competitive industry
• Wanted customer service improvements
• Attract & retain high quality employees
• Transportation services • 300 cities worldwide• Burlington, MA is HQ
• 21 employees• Two full-time remote workers
© 2009 Avaya Inc. All rights reserved. 14
12 Person Boston-Based Limo ServiceDrives Productivity Around The World
© 2009 Avaya Inc. All rights reserved.
Other Examples …
15
© 2009 Avaya Inc. All rights reserved. 16
What IP Office Is
How IP Office Serves
Customers and Staff
What Customers Are Saying
Why Now – See
Immediate Return
© 2009 Avaya Inc. All rights reserved. 17
Avaya IP OfficeIllustration: The Return on Investment
www.avaya.com/ipofficeroi
© 2009 Avaya Inc. All rights reserved. 18
Financing Options
Buy Lease
Finance
© 2009 Avaya Inc. All rights reserved. 19
Avaya IP OfficeSimple, 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
Planned Release as of 6/18/09; Subject to change
Avaya IP Office
IP Office 500 Communications Server
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Up to 384 users Just add as you grow
Network up to 32 sites Proprietary OS; No moving parts
Modular ScalableReliable
Go pure IP or the right mix you desire Get IP value only where you need it Save energy where you don’t need IP
Versatile &
“Green”
Hybrid Technology
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
Easy to Manage
Auto call distribution to customized routes Auto validation and error-checking Integrated, customizable firewall & router Open; Easy to integrate with other applications
Smart,Built-in Value
Built-in
64 PartyX2
Conference Bridge
21
Planned Release as of 6/18/09; Subject to change
Avaya IP Office Wide Range Of Desk Phones
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5402
5410
5420
Digital P
hones
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1603
1608
1616
5610& VPN
5621& VPN
IP P
honesAdd software license and these phones become VPN links to the main system.
Planned Release as of 6/18/09; Subject to change
Avaya IP Office Group Collaboration
Essential Edition
Profile: Businesses that need only basic collaboration capabilities across
their organization
Function:
Adds voice messaging and basic auto attendant: Voicemail box for all employees on the system; ability to send
voicemail to email 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.
Value: Provides the basic set of communications needs in today’s
business world
List Price:
$795 per system
23
Essen
tial
23
Planned Release as of 6/18/09; Subject to change
Avaya IP Office Group Collaboration
Preferred Edition
Profile: Businesses that seek greater speed of response and ease for all
staff interactions
Function:
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
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.
Value:
Prioritize how you treat your best customers and even greet them with personal messages.
Collaborate easily with your staff or and reduce or eliminate external conference costs.
Ensure fast response to messages
List Price: $2,395 per system
24
Preferred
24
Planned Release as of 6/18/09; Subject to change
Avaya IP Office Group Collaboration
Advanced Edition
Profile: Businesses that require high levels of effective and efficient
customer service, as well as the ability to monitor and analyze what those levels are
Function:
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
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.
Value:
Increase your knowledge about customers, their experience and improve service
Provide customers 24/7 access to information and services – with customized automated self help
Allocate your most valuable resource – your employees – to your most valued asset – your customers.
List Price:
$2,895 per system–Requires Preferred Edition @ $2,395–Includes 1 Supervisor license
25
Ad
vanced
25
Planned Release as of 6/18/09; Subject to change
Avaya IP Office
Connects Multiple Sites In Small Communities
Profile: For enterprises with more than one site that want to ensure
all sites feel “connected”
Function:
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 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.
Value:
Extend communications to remote locations - enables separate locations to operate as a single site, transparently.
Increase customer satisfaction while enhancing collaboration 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 Price:
$695 per system/site (includes up to 4 channels)–Each additional 4 channels is $695
26
MU
LTI-S
ITE
OP
TIO
NS
26
Planned Release as of 6/18/09; Subject to change
Avaya IP Office User Productivity
Mobile Worker Solution
Profile: Employees who do not have laptops but are
on the road using mobile devices
Function:
Delivers ability to work from on the road Delivers one number access to mobile device with
call control as if “in the office” Turn any office phone at any site into your office
phone (Requires Multi-site option) * Roam the office / warehouse wirelessly
Value:
Your field sales and services staff need to be as responsive to your customers and each other as possible.
This solution enables them to never miss a call and to stay in control and connected while on the road.
List Price:
$89/seat* To enable warehouse roaming,
simply add a wireless IP phone.
27
MOBILE WORKER
Volume discounts: 10% off* @ 5 seats20% off* @20 seats
27
Planned Release as of 6/18/09; Subject to change
Avaya IP Office User Productivity
TeleWorker Solution
Profile: Employees who work from home full time
Function:
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
there is no additional home worker phone bill expense.
Additional software enables user to leverage PSTN whenever bandwidth is compromised via telecommuter mode.
Value:
Hire the right person, no matter where they’re located. Make them feel connected.
Streamline real estate and facilities costs with full-time remote workers
Save money and enable business continuity.
List Price: $149/seat* Requires purchase of
5610 or 5621 IP desk phone
28
TELE-WORKER
Volume discounts: 10% off* @ 5 seats20% off* @20 seats
28
Planned Release as of 6/18/09; Subject to change
Avaya IP Office User Productivity
Power User Solution
Profile: Employees who have laptops
Function:
Delivers ability to work from anywhere One number reach with ability to call control from
mobile phone. Turn any phone into your office phone 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.
Value:
Power users are the people you have invested in to think, share their ideas and deliver for your customers.
This solution ensures you enhance their ability to respond quickly and maximize their individual productivity; no matter where they are.
List Price:
$169/seat*
29
POWERUSER
Volume discounts: 10% off* @ 5 seats20% off* @20 seats
29
Planned Release as of 6/18/09; Subject to change
Avaya IP Office User Productivity
Receptionist Solution
Profile: Any office receptionist with a PC
Function:
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
Manage calls for multiple sites– answering and transferring calls throughout the network
Share a single receptionist across multiple locations and/or businesses
Value:
Professional service for your customers Consolidate reception to one site; redeploy the
resources to do other work Efficient call handling Speed, simplicity and flexibility
List Price: $599/seat
30
RECEPTIONIST
30
Planned Release as of 6/18/09; Subject to change
Avaya IP Office User Productivity
Customer Service Agent Solution
Profile: Any employee who fields customer service
calls and requests
Function:
Delivers ability to efficiently and effectively service customer calls
Be informed and respond to business needs – through a browser based client
Enables agent to see his/her own performance
Value: Enables sales, service or other departments to
quickly, intelligently respond to customer inquiries.
List Price: $349 per seat
31
AGENT
31
Planned Release as of 6/18/09; Subject to change
Avaya IP Office User Productivity
Customer Service Supervisor Solution
Profile: Customer service supervisor
Function:
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 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
Value:
Ability to find problems or opportunities for the business with real data on how you are serving customers
List Price: One license included in Advanced Package
32
SUPERVISOR
32
Planned Release as of 6/18/09; Subject to change
Avaya IP Office
Application Partners - Examples
33
Appointment Reminders
Call Accounting
Customer Phone Applications
Communications Accessibility
Fax Server
Directory
• 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
© 2009 Avaya Inc. All rights reserved.
Telephone system: “far too basic” – 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
“With our Avaya system, it’s easy to keep in touch with customers, suppliers and employees, whether I’m at Magic Beans or at home with my children.”
-- Sheri Gurock, President
60 Person Retail Firm In BostonGets Magic Touch Across 3 Locations
Ch
alle
ng
e
Speedy responsiveness among staff and between staff and customers
Never misses important calls Reduced local call costs
Val
ue
© 2009 Avaya Inc. All rights reserved. 35
$30,000/year in LD savings “Immense” productivity gains Significant revenue impact
through customer data capture and service
High communications costs for remote & mobile workers
Difficulty connecting with remote workers
“Annual cost savings have been really impressive. Communications from and to our customers is simple and seamless, and we have great connectivity with each other through 4-digit dialing in-house and to remote sites…”
Stacey Gardella, Administrative Services Manager, Spraylat
35 Person Manufacturer In NYAssembles Savings And Controls It’s Key Parts
Ch
alle
ng
eV
alu
e
© 2009 Avaya Inc. All rights reserved. 36
10-year ROI of $195,000 Streamlined call routing
improves patient care, staff efficiency
Productivity increases through messaging /automated fax handling
Lack of capacity to handle needs of growing practice
Difficulty communicating between locations “We are very pleased with
the way IP Office has helped us improve and fine-tune so many of the processes in this medical practice. We can serve patients better, and we can organize and prioritize our work more effectively…”
Gairy Rahat, IT Director, Urology Associates
Medical Practice in NYStreamlines Patient Care
Ch
alle
ng
eV
alu
e
© 2009 Avaya Inc. All rights reserved. 37
15% increase in billable time Ability to consolidate 3
receptionist roles to operate from one location Redeploy 2 resources
Lower maintenance costs
Previous system was replaced after several months
Sought reliability, client satisfaction and cost savings “We need the best for our
customers, and with the Avaya system, I’d say we have it. We’re a service business, which means we are dependent on people being able to reach us. If that doesn’t exist, we might as well close our doors.”
Joseph P. Manzelli, CPA, CITP Director, Fuoco Group LLP
CPA Services Across 3 LocationsEnsures Reliable Client Service
Ch
alle
ng
eV
alu
e
© 2009 Avaya Inc. All rights reserved.
Customers: Petcare service in KYWhat They're Saying About IP Office
38
“Doctors who are mobile can send their detailed voice remarks to the medical facility via e-mail. This ensures complex information about clients' pets is accurately communicated, and it's another way to make sure clients' pets are well cared for…”
Ray Stamper Co-owner, Pet Wow
Integrated contact center delivering efficient call handling, seamless access and satisfied clients
Mobile hospital with VPN Vets prepared with details before sick
pet arrives Two full time tele-workers $200k+ savings a year
3 sites disconnected by 3 old phone systems
Lack of efficiency & speed for it’s 30,000 customers
Ch
alle
ng
eV
alu
e
© 2009 Avaya Inc. All rights reserved.
Resilient SCN - Same or Remote Locations
Resilient SCN Provides; Transparency for most used features Resilient user & hunt groups Back up system for Voicemail Pro Resilient network topologies No idle hardware required
Systems A & B share information Users & Hunt groups IP Extension (Including DHCP) Personal contacts/Call Log (1600) Licenses associated to users Simple activation (just 3 check boxes)
New
39
© 2009 Avaya Inc. All rights reserved. 40