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Application Services for IVR When you expect your IVR to meet the customer’s expectations every time! Copyright© 2002 Avaya Inc. All rights reserved Application Services for IVR • Round-the-Clock system checks and proactive monitoring • Single Point-of-Contact for continuous management and administrative support of the Avaya IVR • Application and Administrative technical consulting • Application development, modifications and Avaya IVR Designer Conversion support • Performance Testing and Application Heartbeat Monitoring 2 Proactive IVR Monitoring The IVR Team remotely monitors systems to identify problems or Potential Problems. Monitoring Software automatically sends notification to the Team for immediate action. Monitoring Software is customized to meet needs of each specific installation. IVR Team resolves as much as 95% of detected problems without dispatches or escalations. 3 Customized Enhanced Monitoring Activities Available disk space in file systems. Available space in local ORACLE Database. Critical events in the IVR Event Log. Actions of IVR team response determined by severity of condition and customer preferences. 4 Customized Enhanced Monitoring Activities (Continued) Voice Channels in undesirable state Cards in Broken state CPU idle time Unscheduled Reboots Immediate actions taken to restore service and to engage other Avaya resources as needed 5 Customized Enhanced Monitoring Activities (Continued) Death of specific processes or dips Check of other Avaya IVRs accessible through customer’s LAN Check LAN-connected devices for basic accessibility Custom ‘Monitoring Spies’ Developed as needed 6 Customer Requirements: • Concurrent Maintenance Agreement • Remote Connectivity to the IVR • Root level Permissions • Physical Access for On-Site Maintenance 7 Application Development & Modifications Scope • Highly skilled software engineers on staff to develop or provide modifications for your IVR custom application needs. • Providing the latest technology including VXML and NLSR application development. • Application upgrades and conversion from Script Builder to Avaya IVR designer. 8 Performance Testing Load testing provides an end-to-end demonstration of performance of your solution in your environment, including the front-end telephony and the back-end legacy systems, to prove it is ready for production. Go live with Confidence! 9 Performance definition Performance means the solution is operating as specified when all ports are fully loaded with telephone calls and/or web browsers 10 Offer Elements Performance management that includes: • Performance testing (load testing/capacity testing) of voice solutions • HeartBeat availability monitoring of voice solutions • WebStress performance testing (load testing/capacity testing) of Internet solutions • WebBeat availability monitoring of Internet solutions 11 Tools & Collateral • Monitor Control Web Site • On Line Recording and Charting Application (ORCA) • Performance Test Reports • HeartBeat Reports 12 Performance Testing • Reduces the risks in project implementation (Reduces the fear, uncertainty and doubt) • Provides transparency to the project implementation so everyone can see where any encountered issues lie - whether it be the telephony, solution install/upgrade, or the legacy system • Helps get the project successfully implemented faster and cleaner 13 Performance Testing Avaya has chosen to use IQ Services as a third party testing service provider because of their existing infrastructure and expertise in delivering comprehensive performance testing to large enterprise customers. 14 Performance Testing Changes the 80/20 Rule • 80% of the troubleshooting time used to be spent identifying the problem, • And 20% of the troubleshooting time was spent fixing the problem. • Performance testing allows you to identify the problem in 20% of the time previously required. Result: Faster implementation, faster to warranty and faster revenue recognition. 15 Typical ROI for IVR Testing • Experience has shown that performance testing shortens implementation time by 30-60 days on a typical 90 days-toI think you said Yes Is that correct? production cycle time • Assume daily cost savings/lost revenue generation of $5 per call • One call per line every 10 minutes • 48 ports • 14 hours per day • $20,160 per day cost savings/ lost revenue • The 30 – 60 days of shorter implementation time means the lost cost savings/lost revenue is $604,800 - $1,209,600 Time is money! 16 Contacting the Application Services Team • Application Services Team Direct 800-524-7201 • Operations Manager Jean Baker-Temple 720-444-8303 • email: [email protected] Contact the Team for a brochure or other customer facing collateral 17