Transcript Avaya Support*

Delivering Excellence through Avaya
Global Support Services
June 11, 2014
Rob Ebert, Western Area Services Sales Leader
Rich Harvey, Western Services Delivery Director
Agenda
Transforming Customer Support Solving the Problem Once
Foundational Technology,
Customer Experience, and People
Continuous Drive to Improvement
– Investing in the Future
© 2012 Avaya Inc. All rights reserved.
2
Transforming Customer Support
Solve the problem once, enable customers to interact with us their way
Legacy Support:
Find Sold
To Number
Speak to
Transfer
Agent
Speak to
2nd Agent
RESOLUTION
1-800
Support
Transformational Support:
Hello
Foundational
Technology
Customer
Experience
People
ALL agents publish ALL solutions immediately to Avaya Knowledge Base
© 2012 Avaya Inc. All rights reserved.
3
Foundational Technology Innovation
Providing Access to Information and Diagnostic Tools
Secure access to remotely diagnose &
resolve issues in half the time
Avaya
Diagnostic Server
Single repository for
known resolutions
Avaya
Diagnostic Portal
Avaya
Knowledge Base
Leveraging Avaya’s Own Technology
Ava, using Avaya
Automated Chat
© 2012 Avaya Inc. All rights reserved.
Avaya
One Touch Video
Avaya
Call Back Assist
Avaya
Speech Analytics
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Streamlining the Customer Experience
Collaborate with the Right Expertise Faster
Fast access to experts from
Avaya Support Website
Collaboration method of
your choice
Web Chat
Ava - Virtual
Agent
Hello
Web Talk
Avaya
Engineers
Avaya Emergency
Recovery Team
© 2012 Avaya Inc. All rights reserved.
Web Video
(in the near future)
5
ACS Customer Experience Management Metrics
Dramatic Results in 18+ months
Phone call volume
fell 48%
Self-service requests
are up by 103%
Customer satisfaction
scores are up 12.9%
Net Promoter Score is
up 60.5%
83% of online chats
resolved in less than 1
hour
1
75% of major issues
resolved in less than 2
hours
2
© 2012 Avaya Inc. All rights reserved.
Ticket resolution
improved 37%
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Continuous Drive to Improvement
Investing in the Future
Customer Facing
Avaya Support Website:
•
•
•
•
Chat & Web Talk enhancements
Live Chat via Video
Mobile Enablement
Parts Ordering Improvements
Business Simplification Focus:
• Quotes
• Connectivity
• Contracts
• Registration
• Entitlements
• Diagnostics
Business Simplification
© 2012 Avaya Inc. All rights reserved.
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Best-In-Class
Offer simplicity, clarity, and global
consistency, with an industryleading offer structure
Bruce Clark, Intellicom Analytics
© 2011 Avaya Inc. All rights reserved.
Avaya Support for Clients
A service culture with demonstrated
commitment to clients
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Services Designed with Clients in Mind
Client Dedication
Global Offers with Service Options
 Modular and flexible Support Advantage offer includes
hardware and software support for Enterprise solutions
 Additional flexibility through Advanced Services options
and add-on services such as Upgrade Advantage
 Comprehensive, industry standard Avaya IP Office
Support Services for SME solutions offered by Partners
Delivering Greater Value
 While You Were Sleeping 2.0 Customer Value Report
demonstrates the value you receive from service support
 Enhanced Diagnostics with Avaya Diagnostic and Analysis
Systems delivering decreased complex issue resolution, onsite
dispatches enabling faster and better service.
 Included entitlements with Support Advantage Preferred such
as Avaya Diagnostic Server and Diagnostic Portal.
© 2012 Avaya Inc. All rights reserved.
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Optimized Solution Availability
Quality Delivery
Maximize Uptime***
 99% system alarms resolved remotely and 74% fewer
critical outages with 24x7 EXPERT SystemsSM**
 15 minute response time for web ticketing
 30 global centers handle over 2M transactions per year
 Emergency response resolves 80% critical failures in
<2 hours***
Stay Informed of Your System Status
 Stay on top of alarms and service requests with proactive
Case Status Alerts
 Quickly access availability information with eNotifications
 Avaya Support Website provides a personalized dashboard
containing all relevant information associated with your
account
© 2012 Avaya Inc. All rights reserved.
** Available with Support Advantage Preferred Support only.
*** Data based on Avaya internal data – See notes for detail
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Innovation
In technology, infrastructure
and skill sets enabled through
Avaya intellectual property
Patents, copyrights, software, trademarks
© 2011 Avaya Inc. All rights reserved.
Leading Innovation
Continued intellectual advances and
the latest in service tools
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Making Revolutionary Changes in
Technologies and Processes
Leading Innovation
Avaya Diagnostic and Analysis Systems
 Provides the diagnostics and tools required to maximize
system uptime and performance
 Avaya Diagnostic Server delivers advanced diagnostics to
decrease complex problem resolution and escalations
 Avaya Diagnostic Portal* providing partners and
customers with scripting technologies used by Avaya service
and engineering teams to enable faster, better service
Enable Your Teams with More Knowledge
 More than 140,000 technical articles / tips to help you
troubleshoot
 More than 850 How to Videos for faster configuration
 Access to online forums for tips from other customers
 Use HealthCheck to proactively identify configuration
issues
© 2012 Avaya Inc. All rights reserved.
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Maximizing the Value of Support
Leading Innovation
Enriched Online Support
 Online support with improved site performance, site
stability, and Web Service Request site overhaul
 New Avaya Support Website provides rich, seamless
multimedia support services experience with Avaya virtual
agent, Web Chat, Web Talk, Total Service Outage Button,
Personal Dashboard.
 Quarterly Security Screens help you remain secure
Access Intellectual Property (IP)
 Knowledge base includes the same intellectual property
used by Avaya engineers
 Avaya Intellectual Property provides a quality and
differentiated service experience
 Intellectual Property protection protects your investment
in Avaya solutions and drives value of manufacturer support
© 2012 Avaya Inc. All rights reserved.
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Introducing Avaya Diagnostic Systems and Analysis
Avaya is enhancing our diagnostic tools and strengthening the value of Support
Advantage Preferred to deliver consistent world-class service
Avaya Diagnostic Server
Avaya Diagnostic Portal
Avaya Diagnostic Server is the
evolution of SAL Gateway
delivering advanced diagnostics
to fix complex problems
remotely and faster
Avaya Diagnostic Portal makes
available the scripting
technologies used by Avaya
service and engineering teams
to customers and partners
Connectivity is required between the customer and partner/Avaya for any of these new diagnostic tools to
work (current and enhanced)
© 2012 Avaya Inc. All rights reserved.
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Return
While You Were Sleeping 2.0
Customized While You Were Sleeping 2.0 report
 Provides proof points to customers about the
customer’s usage of an Avaya support
agreement for a specific time period
 Shows a summary of major & minor alarms,
service requests, dispatches, and how fast
Avaya brought requests to resolution
 Details the customer’s current utilization of all
entitlements including web services
 Helps the customer understand how they can
gain more value from their agreement.
 Measures overall satisfaction the customer’s
employees with support from Avaya
"I can see how the 'While You Were Sleeping 2.0 Report' could easily help
me cost justify the renewal of our Avaya Maintenance contract."
- Voice Architect, Large Accounting Firm
© 2012 Avaya Inc. All rights reserved.
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Avaya Support Site
© 2012 Avaya Inc. All rights reserved.
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Avaya Support Site (cont’d)
© 2012 Avaya Inc. All rights reserved.
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Innovation & Quality Delivery
© 2011 Avaya Inc. All rights reserved.
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Introducing Avaya Diagnostic Portal
Resides on Support.avaya.com site
Be On Par with Avaya Engineers - Diagnostic Portal makes available the
scripting technologies used by Avaya service and engineering teams
 Based on actual Service Request, break/fix scenarios,
following resolution progress and trouble isolation steps
 Runs hundreds of troubleshooting scripts per product in
under 2 minutes and supplies detailed actionable
recommendations
 Drives consistency in the troubleshooting process from
engineer to engineer, external or internal to Avaya
 Removes assumptions
 Avoids improper resolution progression and rediscovery
 Keeps current with Avaya product and environment
changes
© 2012 Avaya Inc. All rights reserved.
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Introducing Avaya Diagnostic Server
SAL Gateway is included in the new server
Avaya Diagnostic Server delivers Unprecedented Remote IP Phone Support &
Empowers Customers with Proactive Network Monitoring Tool
For Support Advantage Preferred Customers:
 Secure Access Link (SAL) Gateway is evolving to
Avaya Diagnostic Server, providing new diagnostic
capabilities
 Patented technology to resolve long lasting issues
faster and enable customers to be proactive
Secure
Access Link
Remote Access
Alarm Transport
© 2012 Avaya Inc. All rights reserved.
 Agents already embedded in Avaya endpoints –
once DS is deployed, no additional sniffers or
servers are required
 DS is deployed on customer premise
Avaya Diagnostic
Server (DS) R1
Available Now
Endpoint Diagnostics
Phone Remote Control
Event Monitoring
Screen Capture
Packet Capture
Bulk Calls
Avaya Diagnostic
Server (DS) R2
Spring 2014 (Planned)
Network Monitoring
End to End Network
Performance
Hop by Hop QoS Analysis
Historical Statistics
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Return
Accelerated Recovery Services
Improving performance of mission critical networks
Increasing the reliability and uptime of complex environments for
system outages that require an Emergency Recovery services team
Emergency Recovery services
 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
 Expanding the coverage of recovery services
more broadly across the Avaya solutions portfolio
 Transforming our client’s experience with significant
improvements to our recovery capabilities via:
̶
̶
̶
̶
People
Processes
Partnerships
Technology
Emergency Recovery
services at Avaya:
 Restoration is more
than a process - it's
our passion
 Laser focused
services driven by
best-practices
 Acute attention to the
clock at the moment of
truth
 Emergency Recovery services teams will work to restore interruptions of
service to voice and data communication systems globally
© 2012 Avaya Inc. All rights reserved.
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Return
Case Status Alerts
Provides proactive updates for major and minor alarms and service requests
 By providing email updates to specific contacts within your
business
 By sending information on the latest update as to what
action is taking place to resolve your system problem
 At no charge to you, saving you time and energy
Enables you to customize your Case Status Alerts:
 Based on Sold To locations
 Case source
 Case severity
 Status / Event Changes (part on order, tech
dispatch, being monitored, etc)
© 2012 Avaya Inc. All rights reserved.
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Return
eNotification
Enables you to select notifications that pertain
to you for proactive delivery and fast access to the information you need
© 2012 Avaya Inc. All rights reserved.
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Return
Management Escalation Process
The Management Escalation Activity (MEA) process provides a
mechanism for clients and partners to engage GSS management for
intervention in issue resolution
Replaces the former Duty Manager
Process and improves the process:
 Streamlines the escalation process
 Helps to ensure that issues are effectively
managed by requiring an open Service Request
(SR) for all escalations
– Enables Avaya to manage the issue with the
proper visibility and appropriate sense of urgency
 Establishes a record of actions taken as
documented within SR history
 Identifies management ownership
© 2012 Avaya Inc. All rights reserved.
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Return
Introducing the Management Escalation Activity
While Avaya is committed to providing excellent service to our
clients and Partners, we recognize that circumstances may
arise that would necessitate management engagement
Service
Request
Opened
Issue Resolution
Service
Request
Closed
Escalation initiated by the Client or Partner,
or by an Avaya employee, such as your Client Service
Manager (CSM)or Sales Account Manager on your behalf
Initiate via the web on support.avaya.com:
Use Escalate Button under opened SR
Management
Escalation Activity
© 2012 Avaya Inc. All rights reserved.
25
Return
Management Escalation Process Flow
Once a client or partner originates
a Management Escalation Activity (MEA):
The MEA is assigned
to the SR owner’s direct
manager or designated
back-up manager
Assigned manager takes
ownership of the MEA
Status of the SR will be updated
to Escalated
Acknowledged or In-Progress
status confirms a manager is
actively working the escalation
Manager contacts the
originator of the MEA
Manager takes action to
address/resolve the escalation
Objective is to contact
within an hour
Updates Escalation Cause
and Action Plan/Next Steps
Documents action taken
on the MEA
Upon resolution, updates
MEA status to DONE
© 2012 Avaya Inc. All rights reserved.
Manager reviews
escalation request
and associated
SR notes
MEA ownership
may transfer with
concurrence from
receiving manager
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Western Region Territory Services Managers
If the MEA Process is not producing the
necessary results, then engage your Territory
Service Manager (TSM) (unless the Account has a CSM) .
Tracy Morales – Southern California
Steve Key – Northern California
Jim Loizos – Arizona/Utah
Dave Turk – WA/OR/AK/HI/NV
John Jimenez – CO, NE, WY, MT, ID
© 2012 Avaya Inc. All rights reserved.
(office)949-225-5571
(cell) 949-500-8089
[email protected]
(office)408-562-3888
(cell) 415-307-2044
[email protected]
(office)720-977-2207
(cell) 801-824-1721
[email protected]
(office)425-201-9474
(cell) 206-226-7960
[email protected]
(office)303-538-2434
(cell) 303-249-4296
[email protected]
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Western Region Services Sales Team
Connie Schonter: SAM Strategic/Major Accounts and Colorado
One Number: 720-444-2570 [email protected]
Jody Orcutt: SAM Strategic/Major Accounts and AZ & UT
One Number: 720-444-2568 [email protected]
Donna Duffey: Strategic/Major Accounts and California
One Number : 720-444-3310 [email protected]
Karen Kauthen: Strategic/Major Accounts and California
New Number: 720-444-5966 [email protected]
Diamond Thompson: Commercial Accounts Western Region
One Number: 720-444-5971 [email protected]
Michael Miske: Strategic/Major Accounts and Pacific Northwest
One Number: 720-444-1919 [email protected]
Robert Ebert: Area Services Sales Leader
One Number: 480-446-5704 [email protected]
Vacant Commercial/Strategic Accounts
TBD
© 2012 Avaya Inc. All rights reserved.
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Central
IA,IL,IN,KS,KY,MI,MN,MO,
ND,OH,SD,WI,WV
US Services Sales: Commercials Team
Leader: Rusty Mills
[email protected]
Northeast
CT,DE,MA,ME,NH,NJ,NY,PA,RI,VT
Lisa Crews - Manager
Adam Shearer
Danielle Tomasetti
Bridget Watkins
Frances Generi-Romero
TBD
Elliott Johnson - Manager
Nick Rossi
Zach Lantelme
Julie Chorpenning
TBD
WA
ME
MT
Inbound
Renewals Team:
ND
OR
MN
WI
SD
ID
MI
WY
PA
IA
NE
Daniel Ling – Manager
TBD
Jessica Amaya
Ashley Salazar
Jhastelle Thompson
NV
CA
KY
© 2012 Avaya Inc. All rights reserved.
NJ
DE
D.C.
RI
NC
TN
OK
NM
SC
AR
MS
Elliott Johnson - Manager
TBD
Beau Kopasz
Sean Kelly
Dan Boryla
VA
MO
KS
AZ
West
AK,AZ,CA,CO,HI,ID,MT,NE,
NV,OR,UT,WA,WY
WV
IL
CO
MD
OH
IN
UT
VT
NH
MA
NY
CT RI
TX
AL
South
AL,AR,DC,FL,GA,LA,MD,MS,NC,NM,OK,S
C,TN,TX,VA
GA
LA
FL
Elliott Johnson - Manager
TBD
TBD
Cassandra Ingram
Dillon Sheets
Craig Russell
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