Transcript Avaya Template for PowerPoint 2003

Avaya Professional Services
Techshare 2009
Lukasz de Ines
APS Project Manager & Consultant
Assisting Partner Development
Project Delivery Involvement
Professional Services
BUY
“DO IT WITH
ME”
BUY/BUILD
“HELP ME TO
DO IT”
BUILD
“CHECK IT FOR
ME”
Subject Matter
Expertise &
Consultancy
Standard & Custom
Implementation Offers
Business Partner
Product Experience
© 2009 Avaya Inc. All rights reserved.
2
Technical Account Services Offer
Overview
“Why did we create this offer?”
• Create a Professional Services program to benefit direct
Avaya customers and allow Partners to grow their business
• Eliminate complexity in quoting and contracting APS
• Maximize the customers value derived from their investment
in Avaya technologies
“What are the benefits to you?”
Technical Expertise: Access to Avaya Professional Services
best technical resources and subject matter experts
Ease of Engagement: Greatly simplified contracting process
Increased Customer Satisfaction: Compressed deployment
time and expedited problem resolution
If an Avaya TAS Consultant is engaged in the pre-sales stage of an opportunity
and you don’t win the business – you are not billed for their time !
© 2009 Avaya Inc. All rights reserved.
3
Technical Account Services Packages
Basic
Availability
Direct and
Indirect Channel
Package
Hours
40 - Hours (TAS)
Estimated
Duration
Package
Price (RPL)
Premium
Direct and
Indirect Channel
Direct and
Indirect Channel
60 - Hours (TAS)
20 – Hours (ES)
80 – Hours (TAS)
80 – Hours (ES)
3 - 4 Weeks
5 – 8 Weeks
8 – 11 Weeks
RoEMEA - $9k*
RoEMEA - $18k*
RoEMEA - $36k*
UKI - $10k
UKI - $20k
UKI - $40k
• Architecture
Services
Focus
Enhanced
Design
Review
• Best Practice Review
• SOW Review
• Liaison Services
• Basic
Service
• Additional Optional
Services
• Portfolio and
Project Specific
• Basic
Service
• Additional Optional
Services
• Portfolio and
Project Specific
*For pre-sales support, billing will occur “only” if opportunity goes to contract
© 2009 Avaya Inc. All rights reserved.
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Offer Benefits

Easy access to Avaya’s Advanced Solution Architects & Subject Matter Experts
 Technical Architecture and Design Review and Validation
 Integration and Implementation Planning
Partner
Customer
 Best Practices

Greatly simplified engagement and quoting process

“Hotline” into Avaya to quickly resolve problems

Creates competitive differentiation

Minimizes staffing requirements for specialized roles & maximizes profitability

Facilitates manufacturers participation and perspective in
planning and design process

Tighter alignment of partner and manufacturer resources
provides quicker and more precise resolution of issues

Provides the ability to leverage manufacturer’s best practices
while maintaining existing partner relationship
© 2009 Avaya Inc. All rights reserved.
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Direct/Partner Presales TAS Process
1
• Contact your Avaya Professional Services Representative
2
• Finalize package selection and agree Scope
3
• Submit Customer signed TAS Service Description
4
• TAS service is delivered and deal is closed with their end-user
5
• After deal is closed, invoice Customer / BP for TAS services
© 2009 Avaya Inc. All rights reserved.
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Professional Services Business
Development & Engagement - EMEA
UK/Ire Jane Brown
[email protected] +44 1483 308099
Northern & Southern Europe Marc Chebel
[email protected] +33 140931552
Germany Guido Gloy
[email protected], +49 6975056102
Central & Eastern Europe Wolfgang Weinmann
[email protected] +43 1878706283
Russia & MENA Peter Thompson
[email protected] +44 1483 308826
© 2009 Avaya Inc. All rights reserved.
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Avaya Professional Services
Packaged Applications
Packaged Applications - Call Back Assist






Announce to the caller their estimated wait time
Offer the caller the either the next available callback or a scheduled callback
Collect caller information
Place a virtual tag to either hold their place in line or at the scheduled time for the Callback
Release the caller
At the correct time establish a callback to the caller
© 2009 Avaya Inc. All rights reserved.
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Packaged Applications - Call Back Assist
© 2009 Avaya Inc. All rights reserved.
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Packaged Applications – Desktop Wallboard
Desktop Statistics Integration with
a “Wallboard” display directly on the agent’s
desktop for unprecedented communication and call
center efficiency
• Real-Time Call Centre Statistics
• Configurable Messaging Marquee
A client/server application that delivers near real-time
contact centre statistics to the agent desktop
© 2009 Avaya Inc. All rights reserved.
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Proactive Contact / Voice Portal Connector
 By tightly integrating the operation, value, and benefits of both Proactive Contact and
Voice Portal, enterprises can now reach out to their customers and intelligently offer
actionable options. This can essentially double the usefulness of each of these
independent solutions. Customers receiving these multi-channel proactive outreach
communications are now empowered to take action through automated options.
PC/VP Soft Dialer Sample Configuration
PC/VP Hard Dialer Sample Configuration
© 2009 Avaya Inc. All rights reserved.
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My Phone Application
 The Avaya MyPhone application enables users to self-administer features of their
phone
–
Password
–
Button definition
–
EC500 configuration
–
Enhanced call forwarding
–
Web based user interface
© 2009 Avaya Inc. All rights reserved.
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Packaged Applications - Smart Agent Recorder
 Where
– Small / Medium Contact Centers
– “All Calls” recording: records inbound,
outbound and internal calls.
– Records on all types of end-point:
Analog, IP phone (hard and/or soft
phone), Digitals, IVR Channels.
– Solution 100% Software DMCC (CMAPI)
based recording application
– Up to 100 simultaneous channels
© 2009 Avaya Inc. All rights reserved.
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SAR - Architecture
 Avaya Smart Agent Recorder
(SAR) is a package developed by
Avaya Professional Services
Software and Custom Applications to
be a low cost call recording system,
designed to provide flexible criteria
recording with fast and accurate
retrieval and high quality playback.
 SAR is targeted to small sized
contact centers, of up to 250 agents
and 100 simultaneous recording
channels.
 SAR provides 3 recording strategies
(modes); All Calls, Recording on
Demand (initiated by the Supervisor
or by an Agent) and Selective
recording, based on highly
customizable rules
 SAR records calls from whatever
technology used, analog, digital and
IP hard/soft phones
© 2009 Avaya Inc. All rights reserved.
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Engagement Professional Services
Pricing Requests for Professional Services
Fill out the attached
“Request Form” prior
to submitting your
request.
[email protected]
© 2009 Avaya Inc. All rights reserved.
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Professional Services Packaged App’s
EMEA Primary Contacts
 General and information requests
[email protected]
 Custom Application Support requests
[email protected]
© 2009 Avaya Inc. All rights reserved.
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