Transcript Next Generation Support Services Overview

Next Generation Support Services Overview
Bob Vissat
Services Business Director
Agenda
 Enhancing the Client Support Services Experience
 The Evolution of Avaya Support
 Next Generation Support Services
– Solution-focused Delivery
– Robust Diagnostic Services
– Accelerated Recovery Services
– Improved Online Services
 The Value of Next Generation Support Services
© 2011 Avaya Inc. All rights reserved.
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Enhancing the Client Support Services Experience
Improving the overall Avaya services experience
based on your feedback, surveys and forums
What we’ve heard directly from you…
“Recent economic factors have challenged my business. I need to migrate my
systems to the latest technologies with fewer financial and technical resources.”
“The multiple
products and
applications in my
environment make
it hard to quickly
identify and
resolve issues”
“I want to transition
my dedicated
systems to highly
distributed systems
across the core,
edge and cloud”
“System reliability
and uptime are
critical to our
communications
strategy and
operations”
“I need fast and
easy access to
information,
tools and solution
expertise”
... What we can do for you
Avaya Next Generation Support Services
© 2011 Avaya Inc. All rights reserved.
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The Evolution of Avaya Service Delivery
Advancing our services methodologies and technologies
Yesterday’s
support
Yesterday’s
support…
Product Support
Voice
Routing
Support for today and the future…
Routing
Solution
Expertise
Video
Agent
Desktop
Desktop
Video
 Support was designed around deep but
silo’d expertise
 Evolving our approach by providing a
solution-focused support model
 Focused on individual applications and
products
 Reinforcing with expanded knowledgebase of heterogeneous environments
© 2011 Avaya Inc. All rights reserved.
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Next Generation Support Services
Enabling superior service with a solution-focused
and collaborative support experience
Solution
Focused
Delivery
Robust
Diagnostic
Services
 Achieved with
system/process
improvements
and innovative
training strategies
 Driven by solution
and product
diagnostics and
the new Center
of Diagnostic
Sciences
© 2011 Avaya Inc. All rights reserved.
Accelerated
Recovery
Services
 Empowered by
the expansion of
the Emergency
Recovery
services
organization
Improved
Online
Services
 Enhanced, easy
to use web tools
and on-line
knowledge-base
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“The multiple products
and applications in my
environment make
it hard to quickly identify
and resolve issues”
© 2011 Avaya Inc. All rights reserved.
Solution-focused
Delivery
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Solution-focused Delivery
Reduced time to resolution and seamless support experience
Solution Expertise
Equipping our support service teams to better serve you by improving
cross-team collaboration and increasing solution knowledge
 Evolving the focus of services delivery
around solution support
 Enhancing solution expertise with
improved training and organization
 Enhancing service request resolution
through collaboration to help ensure
timely resolution of service requests
 Driving seamless support with
improved client interface through
singular support team accountability
and ownership
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Solution-focused Support Teams
Redefining our approach to delivering support services
Providing a faster, more efficient support service experience
based on solution-focused and collaborative support delivery
What is solutionfocused delivery?
 Technical specialists and
How does the
process work?
 Client service requests
service associates trained
in full solution skills, not
just products
are assigned to teams
based on:
̶
̶
 Leveraging collaboration
among product and
support experts to quickly
identify and resolve
issues
© 2011 Avaya Inc. All rights reserved.
̶
̶
Solution/product expertise
Certifications
Client knowledge
Geography and language
 Support team will own a
request from first contact
through resolution
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What are the benefits
moving forward?
 Provides consistent and
seamless service request
process with singular
support team ownership
 Enhances support of
complex environments
 Improving process
efficiencies reducing
client intervention
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“I want to transition my
dedicated systems to
highly distributed
systems across the
core, edge, and cloud”
© 2011 Avaya Inc. All rights reserved.
Robust
Diagnostic Services
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Robust Diagnostic Services
Revolutionary diagnostics supporting complex communications
Leading-edge Diagnostics
Redefining our serviceability design approach to reflect changing
client needs and adoption of emerging technologies
 Improving client satisfaction by
increasing system efficiencies and
communications reliability through:
̶
Improved resolution times
̶
Innovative tools and
diagnostics methodologies
̶
Holistic, solution-level issue
resolution, not just product
© 2011 Avaya Inc. All rights reserved.
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Center of Diagnostic Sciences
Supporting the transition to next generation technologies
Delivering more value with defined innovative diagnostics embedded in
products and solutions to better support changing needs
Solution Based
Diagnostics
Addressing heterogeneous dispersed environments with built-in
solution based diagnostics and serviceability delivering holistic
and intelligent detection and resolution of issues
Proactive Product
Diagnostics
Embedding diagnostics and serviceability architecture into products
to speed the identification and remediation of issues by proactively
eliminating them before they happen
Tools and
Automation
Maximizing uptime of communications systems with improved tools
that enhance clients’ ability to proactively diagnose and easily
resolve issues without involvement of live support
Seamless Support
Experience
Improving supportability of our products and solutions with remote
service, simplified troubleshooting processes and proactive
notification of a possible problem before it occurs
© 2011 Avaya Inc. All rights reserved.
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“System reliability and
uptime are critical to
our communications
strategy and operations”
© 2011 Avaya Inc. All rights reserved.
Accelerated
Recovery Services
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Accelerated Recovery Services
Improving performance of mission critical networks
Emergency Recovery services
Increasing the reliability and uptime of complex environments for
system outages that require an Emergency Recovery services team
 Restoring service interruptions with innovative processes and
technologies providing leading-edge:
̶
Outage recovery services
̶
Regional off-hours support
̶
Proactive support monitoring
 Award-winning service and restoration rates
91% faster
Outages restored 91%
faster with support of
Emergency Recovery
support team
 Expanding the coverage of recovery services
more broadly across the Avaya solutions portfolio
© 2011 Avaya Inc. All rights reserved.
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Emergency Recovery services
Support teams dedicated to restoring service 24x7x365
Specialized technical teams supporting complex heterogeneous
networks, improving system uptime and system efficiencies
 Transforming our client’s experience with
significant improvements to our recovery
capabilities via:
̶
People
̶
Processes
̶
Partnerships
̶
Technology
 Restoration is more than a
process - it's our passion
 Laser focused services
driven by best-practices
 Emergency Recovery services teams will
work to restore interruptions of service to
voice and data communication systems
globally
© 2011 Avaya Inc. All rights reserved.
Emergency Recovery
services at Avaya:
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 Acute attention to the clock
at the moment of truth
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“I need fast and easy
access to information,
tools and solution
expertise”
© 2011 Avaya Inc. All rights reserved.
Improved
Online Services
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Improved Online Services
Easy to use online resources, tools and knowledgebase
eSupport Capabilities
Enabling a better service experience with online resources and tools
 Improved user experience with
redesigned interface for easier usability,
and enhanced search engine for more
reliable and faster results
 End-to-end network view of product and
solution performance with Operations
Intelligence Suite (OIS)
 Access to an extensive technical
knowledgebase anytime, anywhere for
fast 24x7 effective resolution of issues
 Expedited access to live support
© 2011 Avaya Inc. All rights reserved.
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Operations Intelligence Suite (OIS)
Web-based access and end-to-end network visibility
 End-to-end network view of
product and solution performance
with single web portal
̶
Real time incident alerts,
notifications and system status
updates
̶
Up to date product and solution
information for easier lifecycle
management
 Easy access to web-based tools
that provide system diagnostics
and simplify taking action
 Customizable network
performance reports
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The New Support Services Experience
Evolving to the new standard in support services based on
your feedback and changing business needs
Making investments for the future…
Delivering a solution-focused, collaborative and seamless support experience
Solution-focused
support teams with
deep industry
knowledge and
solution expertise
Enabling more
resilient and effective
environments with
proactive product
and solution
diagnostics
Leading-edge outage
recovery services
for global mission
critical networks
24x7x365
Enhanced online
services providing
easy access to
information and
solution experts
... Earning your trust and loyalty
Avaya Next Generation Support Services
© 2011 Avaya Inc. All rights reserved.
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Industry-Recognized Quality of Service
Access to award winning support for all maintenance customers
J.D. Power and Associates Certification
For 3 years in a row, Avaya has been recognized by J.D.
Power and Associates for “Providing An Outstanding
Customer Experience”
HALL OF FAME
• Hall of Fame Award
Recognition for Lifetime
Achievement for
Outstanding Service
BEST PRACTICES
2010
• Best Customer Commitment
Award in 2010
• Best Knowledge Management
Practices Award in 2009 and 2010
• Best Service Delivery
Optimization Award in 2010
• Best Automation Vendor in 2000
• Excellence in Service
Operations Support Awards
for 2009 and 2010 in NA,
2011 Globally
Awarded for exceptional processes
and support delivery
• Excellence in Continual
Improvement Award in 2010
• Excellence in Mission
Critical Support, Software
1J.D.
ProgramSM,
PowerAvaya
and Associates
2011Use
Certified
Technology
Service
& Supportor Avaya policy.
developed in conjunction with
– Proprietary.
pursuant
to your signed
agreement
Technology Services Industry Associates (TSIA). For more information, visit www.jdpower.com or www.tsia.com
Award in 2010
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