Transcript Conference Briefing

Avaya Services
Michael Dundon
Business Development Manager
© 2006 Avaya Inc. All rights reserved.
Evolution to Intelligent Communications
Requires Assistance
System
Domain
(TDM World)
(IP World)
PBX
App Servers / Adjuncts
Expansion Port
Networks
Plan, Design,
Integrate, Install
Install
(Intelligent Communications)
(Hardware)
Support
(People, Processes & Apps)
Maintain & Monitor
Manage
(Voice Only)
(Entire Domain)
© 2006 Avaya Inc. All rights reserved.
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Avaya Global Services Will Help You Maximize the
Evolution to Intelligent Communications
To maximize the value, these
questions must be answered
Value from Technology
Get the most out
of new technologies
Communication
Technology Value
Maximization
Value
Gap
Rate at Which Companies Traditionally
Leverage New Communication Technology
Who can help me get there
with minimal risk and disruption
to my business?
How should I implement the
new technologies to stay
ahead of the market?
Based on my business
imperatives, how can I best
take advantage of new
technologies?
Time
© 2006 Avaya Inc. All rights reserved.
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Global Managed Services Portfolio for 2007
Manage IP Migrations
and Converged IP
Communications
IP
Converged
Solutions
Proactive IP
Support
Enhanced IPSS
Premium IPSS
Software Release
Management
Legacy Managed
VoiceMail/PBX
© 2006 Avaya Inc. All rights reserved.
Manage Contact
Center Applications
Deliver Avaya
Applications Over the
Network
Managed
Apps
Avaya On
Demand
Contact Center
Services
Contact Center
Technology
Outsourcing
Managed IVR
Contact
Center
Messaging
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Contact Center Managed Services
Delivers…
Call Management
Systems
Virtual Routing
Support
Call Center Elite
Solutions
Fault management
Computer
Telephony
Integration
Business Advocate
Support
Technical consulting
24/7 proactive
monitoring / Heart
Beat Monitoring
Nice Call Recording
Interactive
Response (IR)
Performance
management
Witness Call
Recording
Reports
Voice Portal Support
© 2006 Avaya Inc. All rights reserved.
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Outsourcing—What Going With Avaya
Will Mean For You
For one predictable monthly cost, Avaya will . . .
• Assume managerial control, design and maintain
your contact center technology
• Provide a single point of contact for
management, maintenance and ongoing
implementation
• Manage all of your contact center networks and
infrastructure components—including applications
and 3rd party vendors.
• Maintain the same monthly fee regardless of growth
in the volume of transactions
© 2006 Avaya Inc. All rights reserved.
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Global Managed Services
Hosted Solutions
Global Managed Services combines Avaya’s market
leading suite of Messaging and Contact Center
products and solutions with years of experience
providing state of the art managed services to create
the most comprehensive Hosted Solutions Support
network found in the market today.
Avaya’s Global Managed Services Hosted Solutions
delivers a comprehensive suite of offers that ranges
from just one application to outsourcing of on premise
infrastructure to a full suite of Hosted Offers.
© 2006 Avaya Inc. All rights reserved.
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Remote Managed Services for IPT
Proactive
24 x 7 Monitor/ Fault Manage
Enhanced Premium
Real-time intelligent agent monitoring, Isolation and
Notification on Voice Platforms and in Data Network
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Correlation and validation of alarms
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Case Management for Avaya Voice Product troubles
Network Service Provider Agency
Resolution of events in Data Networks
Case Management of Data issues
3rd Party data Equipment Agency
Service Level Objectives
IPT platform Alarm monitoring
Customer notification of security event
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Hourly updates of IPT platform service outages
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Hourly updates of data equipment service outages
Time to complete remote, simple MAC - 2 bus days
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Enhanced Premium
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Performance Management
Trouble reports via web portal
Trending Reports
Analysis of trending reports & recommendations
Voice only
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Technical Consulting
Voice Engineering support (BOH)
15 minute customer notification of service outages
● Proactive
Proactive
Security
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Data Network Engineering support (BOH)
Configuration Management
Remote Moves, Adds and Changes Support for Voice
platforms
Remote Moves, Adds and Changes Support for Data
devices
● Adders to Enhanced
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Note: BOH stands for “Block of Hours”
© 2006 Avaya Inc. All rights reserved.
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Software Release Management
Software Release Management provides a solution for the
proactive identification and implementation of product updates
that are announced for Avaya’s IP Telephony application
– Product Updates include product correction notices (PCNs),
software updates, and firmware updates
Customer’s who are implementing Avaya’s IP Telephony
application will need to consider how they will provide ongoing
management of the application
– A change management process will be needed that identifies who
is responsible for receiving and analyzing announced updates to
determine if and when they will be implemented
© 2006 Avaya Inc. All rights reserved.
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Software Release Management
Solution Options
Remote
Network
Operations
Solutions
Comprehensive Release Management
Maintain inventory records
Formal notification the released Product Update affects Customer
Identifies the affected sites and products
Impact Assessment (Benefits and Risks)
Qualification per Customer’s Business Rules
Define and Manage Update Schedule
Execute updates including back-up, restore
and reboot
Periodic (Monthly) Reports
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Inventory Reports
Configuration Exception Reports
Product Updates Report
Product Updates History Report
Service Level Objectives for Notification
© 2006 Avaya Inc. All rights reserved.
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Offer Comparison – SRM and PCS
Service Element
e-notification of new update
Remote implementation of product updates designated as Tech Installable during Hours
of Coverage
On-Site implementation of product updates designated as Tech Installable during Hours
of Coverage
Remote implementation of product updates designated as Customer Installable during
Business Days and Restricted Out of Hours
On-Site implementation of product updates designated as Customer Installable during
Business Days and Restricted Out of Hours
Dynamic inventory records for the total enterprise including relationships and device
attributes
Full Coverage
Maintenance
Product
Correction
Support
Comprehensive
Release
Management
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Proactive notification of new product updates
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Impact assessment of benefits and risk for the product update
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Define and manage update schedules including remote and on-site activities
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Perform remote back-ups prior to any product update
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Monthly Report package that includes inventory reports and update history
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© 2006 Avaya Inc. All rights reserved.
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© 2006 Avaya Inc. All rights reserved.
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