avaya professional services techshare 2009 lukasz de ines aps project manager & consultant
TRANSCRIPT
Avaya Professional ServicesTechshare 2009Lukasz de Ines
APS Project Manager & Consultant
© 2009 Avaya Inc. All rights reserved. 2
Standard & Custom Implementation
Offers
Subject Matter Expertise & Consultancy
Product Experience
Pro
ject
Del
iver
y In
volv
emen
t
Business Partner
BUY
“DO IT WITH ME”
BUY/BUILD
“HELP ME TO DO IT”
BUILD
“CHECK IT FOR ME”
Assisting Partner Development Professional Services
© 2009 Avaya Inc. All rights reserved. 3
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. 4
Technical Account Services Packages
AvailabilityAvailability
Package Hours
Package Hours
Estimated Duration
Estimated Duration
Package Price (RPL)
Package Price (RPL)
Services Focus
Services Focus
5 – 8 Weeks
40 - Hours (TAS)
BasicBasic
3 - 4 Weeks
RoEMEA - $9k*
UKI - $10k
• Architecture Design Review
• Best Practice Review• SOW Review• Liaison Services
Direct and Indirect Channel
60 - Hours (TAS)
20 – Hours (ES)
EnhancedEnhanced
• Basic Service • Additional Optional Services
• Portfolio and Project Specific
Direct and Indirect Channel
80 – Hours (TAS)
80 – Hours (ES)
PremiumPremium
8 – 11 Weeks
• Basic Service • Additional Optional Services
• Portfolio and Project Specific
Direct and Indirect Channel
*For pre-sales support, billing will occur “only” if opportunity goes to contract
RoEMEA - $18k*
UKI - $20k
RoEMEA - $36k*
UKI - $40k
© 2009 Avaya Inc. All rights reserved. 5
Offer Benefits
Easy access to Avaya’s Advanced Solution Architects & Subject Matter Experts Technical Architecture and Design Review and Validation Integration and Implementation Planning 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
Partner
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
Customer
© 2009 Avaya Inc. All rights reserved. 6
Direct/Partner Presales TAS Process
• Contact your Avaya Professional Services Representative
• Finalize package selection and agree Scope
• Submit Customer signed TAS Service Description
• TAS service is delivered and deal is closed with their end-user
• After deal is closed, invoice Customer / BP for TAS services
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© 2009 Avaya Inc. All rights reserved. 7
Professional Services Business Development & Engagement - EMEA
UK/Ire Jane [email protected] +44 1483 308099
Northern & Southern Europe Marc Chebel [email protected] +33 140931552
Germany Guido [email protected], +49 6975056102
Central & Eastern Europe Wolfgang [email protected] +43 1878706283
Russia & MENA Peter Thompson
[email protected] +44 1483 308826
Avaya Professional Services Packaged Applications
© 2009 Avaya Inc. All rights reserved. 9
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
Packaged Applications - Call Back Assist
© 2009 Avaya Inc. All rights reserved. 10
Packaged Applications - Call Back Assist
© 2009 Avaya Inc. All rights reserved. 11
Packaged Applications – Desktop Wallboard
• Real-Time Call Centre Statistics• Configurable Messaging Marquee
Desktop Statistics Integration witha “Wallboard” display directly on the agent’s desktop for unprecedented communication and call center efficiency
A client/server application that delivers near real-time contact centre statistics to the agent desktop
© 2009 Avaya Inc. All rights reserved. 12
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. 13
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. 14
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. 15
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. 16
Pricing Requests for Professional Services
Microsoft Office Excel Worksheet
Fill out the attached“Request Form” prior
to submitting yourrequest.
Engagement Professional Services
© 2009 Avaya Inc. All rights reserved. 17
General and information requests [email protected]
Custom Application Support requests [email protected]
Professional Services Packaged App’sEMEA Primary Contacts