emea techshare 2009 the future begins support, backbone and escalations csaba virágos - operations...
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EMEA Techshare 2009
The Future Begins
Support, Backbone and Escalations
Csaba Virágos - Operations Manager
Avaya GSS Backbone Team - Budapest
EMEA Techshare 2009
The Future BeginsIntroduction of the:
• GSS Support Model
• Backbone structure
• 4 shift model
• Escalations
EMEA Techshare 2009
The Future Begins
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GSS Customer Support Model
Contact CenterContact Center
UnifiedCommunication
UnifiedCommunication
• Monitoring, Intervention and Priority Management
• 24 x 7 x 365
• All X-action types from all platforms (calls, alarms, NOC, parts, techs, etc)
• By Customer• By Segment• By Channel• By Shift• By Severity• By SLA
E-MailE-MailS
ervi
ce D
esk
Web TicketingWeb TicketingB
ackb
on
ePhonePhone AlarmAlarm
General Business
General Business
Premium Services
Premium Services
Managed Services
Managed Services
ChannelsChannels
RS
Es
APACAPAC NARNAREMEAEMEA
Command Center
Partner’s CustomerCustomer PartnerTechnician
SHIFT 1 SHIFT 4SHIFT 2 SHIFT 3
Customer Focus Team / Language Support
English
Solution Support Engineering ( T4)
EMEA Techshare 2009
The Future BeginsBackbone team is:
Team of highly product specialized experts
with global responsibility in 4 shifts
We are a 7x 24 team
EMEA team with good grip on local business needs
We offer global and around the clock coverage in a global 4 shift model
EMEA Techshare 2009
The Future Begins
BUDAPESTHUNGARY
ARGENTINA
India
NAR
EMEA Techshare 2009
The Future BeginsWhen do you meet us
You reported a trouble related to contact center, converged voice solution or Avaya supplied data network
You have a trouble that can not be easily identified to a known issue ( change the configuration , previously reported product defect ,..)
Business Partner / Avaya Services Desk requires assistance of a higher technical entity
EMEA Techshare 2009
The Future BeginsBackbone team do:
Break fix / from day 2 and onwards ,
Remote / on line diagnostic / trouble resolution,
In depth code level trouble investigation
Work together with other entities in the Avaya service delivery model to ensure quick resolution,
We either offer the solution or work with product development on the fix
EMEA Techshare 2009
The Future BeginsBackbone team do not:
Support design configuration
Provide maintenance support on-site (RSE is specialized for that)
Support customizations
EMEA Techshare 2009
The Future Begins4 Shift model
7x24 support / leverage on the follow the sun concept offered by resources distributed across different / geographies / time zones
full staffing for 5x24( weekdays )
Weekend coverage based on entitlement
Duty Operation Manager at the “sun“ center
Overlap between the shifts / shift to shift hand off
EMEA Techshare 2009
The Future Begins
EMEA Techshare 2009
The Future BeginsHand off process
Shift manager to shift manager real time call at shift turn over time :
ongoing hot issue
active cases to be worked
committed T3 / BB support
possible shift related issues / like snow storm , flood, outage in electricity ..
EMEA Techshare 2009
The Future BeginsEscalation (Duty Manager process)
Avaya places the highest priority on Customer Satisfaction.
Avaya Global Services’ Escalation Process provides our Customers with a streamlined process to engage the assistance and attention of Avaya management.
The Duty Manager is the mechanism to formally escalate a case to the Avaya Global Services Delivery Management Team. The process is designed to engage the appropriate Manager when standard maintenance support process does not render expected results and satisfaction.
EMEA Techshare 2009
The Future BeginsEscalation (cont’d)
Who can Escalate an issue?
An escalation may occur at the request of any interested party, most importantly, an Avaya customer with a maintenance agreement.
When to Escalate to a Duty Manager?
An escalation request should be initiated in reference to a specific case of trouble. It should be used when the normal support process is unable to provide the urgency needed to address a critical situation.
How to escalate a case?
Simple call to the local country support center or your customer specific number if given and request an escalation to a Manager.
EMEA Techshare 2009
The Future BeginsEscalation
What will happen once you’ve got a manager involved?
- An Avaya manager is responsible for reviewing the case and contacting the Customer within 30 minutes from the time of the original request
- An action plan including ownership for each action item will be agreed upon. The action plan will be documented in the technical case will appear in the case notes viewable from Avaya’s customer support internet web site
EMEA Techshare 2009
The Future Begins
EMEA Techshare 2009
The Future Begins
EMEA Techshare 2009
The Future BeginsWhy do not we do it easier?
Register your system at Avaya in time – Why should we waste time on searching for the system details while your call center is down?
We are specialized for remote support – Do you think remote access may help us?
Modem based access or Avaya provided VPN solution (SSG, SAL)
Get the customer reported trouble clarified.
