ib/chat cheat sheet - avaya.com · ib/chat cheat sheet chat got disconnected? a follow up must be...

IB/Chat Cheat Sheet

Chat got Disconnected?

A follow up must be issued whenever a chat gets disconnected by any reason: 1. A call back must be issued if customer was already identified. 2. If Customer was not identified, please use one of the following OFTs appropriately to follow up with the

interaction

OFT’s Name Description Location

“DisconnectedNoInteractionOFT”

Disconnected with no Interaction

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Factory_Supervision\Inbound\OFTs

“DisconnectedBeforeIdentifyingOFT” Disconnected before Identifying Customer

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“DisconnectedAfterIdentifyingOFT” Disconnected after Identifying Customer \\mx0011fps04\groups\TMM

Non sales related Sales Related

Billing Partner Locator Customers/ Prospects outside AI/US How to become a BP COBC (Remote configuration for customers). Avaya Learning

Upgrades Services New Product Or Solution Refurbished Equipment and Spares –

Upsell/Crossell Moves, Adds and Changes – Upsell/Crossell Maintenance Renewal or Cancellation –

Upsell/Crosell Technical Support – Upsell/Crossell

Additional Links

CMD http://careportal.us1.avaya.com/portal/module/Find_DB_Customer.asp

Routing Numbers

Solutions Guideline:

https://sales.share.avaya.com/sites/TMMFactory/Shared%20Documents/Assets%20and%20Materials/Avaya%20Solutions%20Guideline-%20Update%20Oct%202016.pdf

Product Information By Business Unit (Team engagement, Customer engagement)

DevConnect BP

Products A-Z: http://www.avaya.com/en/products/products-a-z/ Avaya Solutions Guideline:


http://careportal.us1.avaya.com/portal/module/Find_DB_Customer.asp

http://www.avaya.com/en/products/products-a-z/




** Please note that in the first two scenarios, the follow up must be issued to the email address Customer used to log into the chat in the first place; this could change as Customer provides a different email address after the Identity process**

No Answer?

For Quality Purposes this chat must be disconnected; please note that an email will be sent to you by one of our representatives so you can get in touch with them directly. You can also open a new chat window or call 1866 GO AVAYA. Thank you for chatting, have a great day!

BILLING

Description Script used for Customers who requires Billing related enquires

STEP NAME OF STEP SCRIPT

1 Welcome Avaya: Thank you for contacting Avaya how can we help you today? Customer: I have an issue with my receipt… No Answer?

2 Identify Customer

Agent: Thank you! Are you an existing Avaya Customer or a Business Partner? Customer: Customer / Business Partner / NO

3 Offer Assistance

Avaya Customer Agent: Excellent! As a part of our verification process, could I please have your Company’s name and SOLD TO number? Customer: Coca Cola, 000123… Agent: Thank you very much; finally, Could you please provide me with your current or registered email address and phone number? Customer: [email protected], 786536… Agent: I appreciate the information you’ve just provided to me, for better assistance please contact Billing department, phone number 1800 328 7833. No Answer? Closing / Back to Top Avaya Business Partner Agent: Excellent! As a part of our verification process, could I please have your Company’s name and SOLD TO number? BP: Coca Cola, 000123… Agent: Thank you very much; finally, Could you please provide me with your current or registered email address and phone number? BP: [email protected], 786536… Agent: I appreciate the information you’ve just provided to me, for better assistance please contact Business Partner General Help desk (720) 444-5800 or your Channel account manager at Avaya or (877) 505- 2827 for product and technical related questions. Back to Top Prospect Agent: Excellent! As a part of our verification process, could I please have your Company’s name, email address and phone number? Customer: Coca Cola, [email protected], 786536… Agent: Thank you very much, do you mind telling me how you heard about Avaya? Customer: Internet, television, etc. Agent: I appreciate the information you’ve just provided to me, for better assistance

mailto:[email protected]



please contact Billing department, phone number 1800 328 7833. No Answer? Closing / Back to Top

4 Call Closing (event or product)

Avaya Customer/ Prospect Is there anything else I can help you with? Customer: No, thank you Agent: Thank you very much for contacting Avaya, Have a great day! No Answer?

BACK TO MAIN MENU

CUSTOMERS/ PROSPECTS OUTSIDE AI/US

Description Script used for customers who are outside AI/US theaters


1 Welcome Avaya: Thank you for contacting Avaya how can we help you today? Customer: I want to buy in Nigeria No Answer?

2 Identify Customer


3 Offer Assistance

Avaya Customer Agent: Excellent! As a part of our verification process, could I please have your Company’s name and SOLD TO number? Customer: Coca Cola, 000123… Agent: Thank you very much; finally, Could you please provide me with your current or registered email address and phone number? Customer: [email protected], 786536… Agent: I appreciate the information you’ve just provided to me, Avaya also sells through Business Partners located across the world. Please visit http://www.avaya.com/ ; on the upper right hand side of the page you’ll see it’s automatically set to see USA’s information. If you click on that menu you’ll see all the available options around the globe. Please chose the one for your country or the one that’s closest to you (in case you don’t find your country in the list, it means Avaya doesn’t have Business Partners located in those). When you chose the option that’s best suited for you, every option we have on the USA default page will be automatically customized for your country (language, email addresses, Business Partners, technical support, etc.) You will be able to find the information for phone numbers in your country where they can help you. No Answer? Closing / Back to Top Prospect Agent: Excellent! As a part of our verification process, could I please have your Company’s name, email address and phone number? Customer: Coca Cola, [email protected], 786536… Agent: Thank you very much, do you mind telling me how you heard about Avaya? Customer: Internet, television, etc.


http://www.avaya.com/


Agent: I appreciate the information you’ve just provided to me, Avaya also sells through Business Partners located across the world. Please visit http://www.avaya.com/ ; on the upper right hand side of the page you’ll see it’s automatically set to see USA’s information. If you click on that menu you’ll see all the available options around the globe. Please chose the one for your country or the one that’s closest to you (in case you don’t find your country in the list, it means Avaya doesn’t have Business Partners located in those). When you chose the option that’s best suited for you, every option we have on the USA default page will be automatically customized for your country (language, email addresses, Business Partners, technical support, etc.) You will be able to find the information for phone numbers in your country where they can help you. No Answer? Closing / Back to Top



BACK TO MAIN MENU

REFURBISHED, EQUIPMENT AND SPARES

Description Script used for Customers who need to buy additional parts for their existing equipment and/ or have enquires on the same Please note that prior to providing that department’s information we must try to find the Opportunity for an upgrade.


1 Welcome Avaya: Thank you for contacting Avaya how can we help you today? Customer: I want to buy a new cable for my phone… No Answer?

2 Identify Customer


3 Offer Assistance

Avaya Customer Agent: Excellent! As a part of our verification process, could I please have your Company’s name and SOLD TO number? Customer: Coca Cola, 000123… Agent: Thank you very much; finally, Could you please provide me with your current or registered email address and phone number? Customer: [email protected], 786536… Agent: Thank you so much for the information, if I may ask, is your system meeting your communication needs? We just launched our new release of IP Office http://www.avaya.com/en/product/ip-office/ that allows you to protect your investment, transform the way you conduct your business and enable your mobile

workforce to collaborate and promote commerce. Customer: YES / NO If YES, Agent: I appreciate the information you’ve just provided to me, for better assistance

http://www.avaya.com/


http://www.avaya.com/en/product/ip-office/

please contact 610 241 1030 or 469 307 7963; refurbished equipment and spares help in general. If NO, Agent: I am pleased to assist you, allow me to put you in contact with one of our Avaya Product Specialist so he can walk you through the process and share with you the benefits of upgrading into a newer Avaya system. Customer: Sounds great! Undercover Needs No Answer? Closing / Back to Top Avaya Business Partner Agent: Excellent! As a part of our verification process, could I please have your Company’s name and SOLD TO number? BP: Coca Cola, 000123… Agent: Thank you very much; finally, Could you please provide me with your current or registered email address and phone number? BP: [email protected], 786536… Agent: I appreciate the information you’ve just provided to me, for better assistance please contact Business Partner General Help desk (720) 444-5800 or your Channel account manager at Avaya or (877) 505- 2827 for product and technical related questions. Back to Top Prospect Agent: Excellent! As a part of our verification process, could I please have your Company’s name, email address and phone number? Customer: Coca Cola, [email protected], 786536… Agent: Thank you very much, do you mind telling me how you heard about Avaya? Customer: Internet, television, etc Agent: Thank you so much for the information, if I may ask, is your system meeting your communication needs? We just launched our new release of IP Office http://www.avaya.com/en/product/ip-office/ that allows you to protect your investment, transform the way you conduct your business and enable your mobile workforce to collaborate and promote commerce. Customer: YES / NO If YES, Agent: I appreciate the information you’ve just provided to me, for better assistance please contact 610 241 1030 or 469 307 7963; refurbished equipment and spares help in general. If NO, Agent: I am pleased to assist you, allow me to put you in contact with one of our Avaya Product Specialist so he can walk you through the process and share with you the benefits of upgrading into a newer Avaya system. Customer: Sounds great! Undercover Needs No Answer? Closing / Back to top


Avaya Customer/ Prospect Is there anything else I can help you with?




Customer: No, thank you Agent: Thank you very much for contacting Avaya, Have a great day! No Answer?

BACK TO MAIN MENU

MOVES, ADDS & CHANGES

Description Script used for customers who need to need their existing Avaya equipment to another building, add on to what they have or make changes to their service


1 Welcome Avaya: Thank you for contacting Avaya how can we help you today? Customer: I want to move my system to another building… No Answer?

2 Identify Customer


3 Offer Assistance

Avaya Customer Agent: Excellent! As a part of our verification process, could I please have your Company’s name and SOLD TO number? Customer: Coca Cola, 000123… Agent: Thank you very much; finally, Could you please provide me with your current or registered email address and phone number? Customer: [email protected], 786536… Agent: Thank you so much for the information, if I may ask, are you looking into the option to expand your business or increase the number of handsets? Customer: YES / NO If YES; Agent: I am pleased to assist you, allow me to put you in contact with one of our Avaya Product Specialist so he can walk you through the process and share with you the benefits of engaging your workforce to increase employee productivity and revenue. Customer: Sounds great! Undercover Needs If NO, Agent: I appreciate the information you’ve just provided to me, for better assistance please contact the Moves, Adds & Changes department, phone number 1400 302 9979 ext 12000418402. No Answer? Closing / Back to Top Avaya Business Partner Agent: Excellent! As a part of our verification process, could I please have your Company’s name and SOLD TO number? BP: Coca Cola, 000123… Agent: Thank you very much; finally, Could you please provide me with your current or registered email address and phone number?


BP: [email protected], 786536… Agent: I appreciate the information you’ve just provided to me, for better assistance please contact Business Partner General Help desk (720) 444-5800 or your Channel account manager at Avaya or (877) 505- 2827 for product and technical related questions. Back to Top Prospect Agent: Excellent! As a part of our verification process, could I please have your Company’s name, email address and phone number? Customer: Coca Cola, [email protected], 786536… Agent: Thank you very much, do you mind telling me how you heard about Avaya? Customer: Internet, television, etc. Agent: Thank you so much for the information, if I may ask, are you looking into the option to expand your business or increase the number of handsets? Customer: YES / NO If YES; Agent: I am pleased to assist you, allow me to put you in contact with one of our Avaya Product Specialist so he can walk you through the process and share with you the benefits of engaging your workforce to increase employee productivity and revenue. Customer: Sounds great! Undercover Needs If NO, Agent: I appreciate the information you’ve just provided to me, for better assistance please contact the Moves, Adds & Changes department, phone number 1400 302 9979 ext 12000418402. No Answer? Closing / Back to Top



BACK TO MAIN MENU

TECHNICAL SUPPORT

Description Script used when customers need information on product, programming, cheat sheets, etc. Please note that prior to providing that department’s information we must try to find the Opportunity for an upgrade.


1 Welcome Avaya: Thank you for contacting Avaya how can we help you today? Customer: My phone doesn’t seem to be working… No Answer?



2 Identify Customer


3 Offer Assistance

Avaya Customer Agent: Excellent! As a part of our verification process, could I please have your Company’s name and SOLD TO number? Customer: Coca Cola, 000123… Agent: Thank you very much; finally, Could you please provide me with your current or registered email address and phone number? Customer: [email protected], 786536… Agent: Thank you so much for the information, if I may ask, is your current system working properly, is it meeting your communication needs? We just launched our new release of IP Office http://www.avaya.com/en/product/ip-office/ that allows you to protect your investment, transform the way you conduct your business and enable your mobile workforce to collaborate and promote commerce. Customer: YES/NO If YES; Agent: I appreciate the information you’ve just provided to me, for better assistance please contact the Technical Support department, phone number 1800 242 2121. If NO; Agent: I am pleased to assist you, allow me to put you in contact with one of our Avaya Product Specialist so he can walk you through the process and share with you the benefits of investing on a newer system instead of repairing the existing one. Customer: Sounds great! Undercover Needs No Answer? Closing / Back to Top Avaya Business Partner Agent: Excellent! As a part of our verification process, could I please have your Company’s name and SOLD TO number? BP: Coca Cola, 000123… Agent: Thank you very much; finally, Could you please provide me with your current or registered email address and phone number? BP: [email protected], 786536… Agent: I appreciate the information you’ve just provided to me, for better assistance please contact Business Partner General Help desk (720) 444-5800 or your Channel account manager at Avaya or (877) 505- 2827 for product and technical related questions. Back to Top Prospect Agent: Excellent! As a part of our verification process, could I please have your Company’s name, email address and phone number? Customer: Coca Cola, [email protected], 786536… Agent: Thank you very much, do you mind telling me how you heard about Avaya? Customer: Internet, television, etc. Agent Thank you so much for the information, if I may ask, is your current system working properly, is it meeting your communication needs? We just launched our new release of IP Office http://www.avaya.com/en/product/ip-office/ that allows you to protect your investment, transform the way you conduct your business and enable your mobile workforce to collaborate and promote commerce. Customer: YES/NO






If YES; Agent: I appreciate the information you’ve just provided to me, for better assistance please contact the Technical Support department, phone number 1800 242 2121. If NO; Agent: I am pleased to assist you, allow me to put you in contact with one of our Avaya Product Specialist so he can walk you through the process and share with you the benefits of investing on a newer system instead of repairing the existing one. Customer: Sounds great! Undercover Needs No Answer? Closing / Back to Top



BACK TO MAIN MENU

MAINTENANCE RENEWAL OR CANCEL

Description Script used for Customers who are trying to cancel or renew their maintenance contract; Please note that prior to providing that department’s information we must try to find the Opportunity for an upgrade.


1 Welcome Avaya: Thank you for contacting Avaya how can we help you today? Customer: I want to cancel my maintenance contract… No Answer?

2 Identify Customer

Agent: Thank you! Are you an existing Avaya Customer? Customer: Customer

3 Offer Assistance

Avaya Customer Agent: Excellent! As a part of our verification process, could I please have your Company’s name and SOLD TO number? Customer: Coca Cola, 000123… Agent: Thank you very much; finally, Could you please provide me with your current or registered email address and phone number? Customer: [email protected], 786536… Agent: I appreciate the information you’ve just provided to me. Would you be interested in a system upgrade or a specialist calling you back to provide you a brief explanation on how you can reduce costs by upgrading your phone system? We just launched our new release of IP Office http://www.avaya.com/en/product/ip-office/ that allows you to protect your investment, transform the way you conduct your business and enable your mobile workforce to collaborate and promote commerce. If YES, Agent: I am pleased to assist you, allow me to put you in contact with one of our Avaya Product Specialist so he can walk you through the process and share with you the benefits of acquiring a newer Avaya system in order for you to reduce costs on Maintenance. Customer: Sounds great! Upgrade/ MI If NO,



Thank you! For better assistance please contact 1 800 441 6371 or email to [email protected] and you’ll receive an answer within five business days after submission. No Answer? Closing / Back to Top


Avaya Customer Is there anything else I can help you with? Customer: No, thank you Agent: Thank you very much for contacting Avaya, Have a great day! No Answer?

BACK TO MAIN MENU

HOW TO BECOME A BP

Description Script used for Customers who requires Billing related enquires


1 Welcome Avaya: Thank you for contacting Avaya how can we help you today? Customer: I’m Interested in becoming one of your partners… No Answer?

2 Identify Customer

Agent: Thank you! Are you an existing Avaya Customer? Customer: Customer / NO

3 Offer Assistance

Avaya Customer Agent: Excellent! As a part of our verification process, could I please have your Company’s name and SOLD TO number? Customer: Coca Cola, 000123… Agent: Thank you very much; finally, Could you please provide me with your current or registered email address and phone number? Customer: [email protected], 786536… Agent: I appreciate the information you’ve just provided to me, for better assistance please follow this link http://www.avaya.com/usa/prospectivepartners/ and fill out the form. After submission you will receive all the information you need and all the requirements to become an Avaya Business Partner. No Answer? Closing / Back to Top Prospect Agent: Excellent! As a part of our verification process, could I please have your



http://www.avaya.com/usa/prospectivepartners/

Company’s name, email address and phone number? Customer: Coca Cola, [email protected], 786536… Agent: Thank you very much, do you mind telling me how you heard about Avaya? Customer: Internet, television, etc. Agent: I appreciate the information you’ve just provided to me, for better assistance please follow this link http://www.avaya.com/usa/prospectivepartners/ and fill out the form. After submission you will receive all the information you need and all the requirements to become an Avaya Business Partner. No Answer? Closing / Back to Top



BACK TO MAIN MENU

PARTNER LOCATOR

Description Script used for Customers who need assistance with their BP for aftermarket service (accessories, or general enquires after having become an Avaya Customer)


1 Welcome Avaya: Thank you for contacting Avaya how can we help you today? Customer: I want to buy 2 phones No Answer?

2 Identify Customer


3 Offer Assistance

Avaya Customer Agent: Excellent! As a part of our verification process, could I please have your Company’s name and SOLD TO number? Customer: Coca Cola, 000123… Agent: Thank you very much; finally, Could you please provide me with your current or registered email address and phone number? Customer: [email protected], 786536…

Agent: I appreciate the information you’ve just provided to me, Avaya also sells through Business Partners located across the US/Canada/LATAM/. For better assistance, please get in contact with the one closest to your area. You’ll be able to find one in the link below by adding your ZIP code: http://www.avaya.com/usa/partner-locator/ *When a customer needs an integration solution refer to DevConnect Partner Locator: http://www.devconnectprogram.com/site/global/home/p_home.gsp No Answer? Closing / Back to Top Avaya Business Partner Agent: Excellent! As a part of our verification process, could I please have your Company’s name and SOLD TO number? BP: Coca Cola, 000123… Agent: Thank you very much; finally, Could you please provide me with your current or


http://www.avaya.com/usa/prospectivepartners/


http://www.avaya.com/usa/partner-locator/


http://www.devconnectprogram.com/site/global/home/p_home.gsp

registered email address and phone number? BP: [email protected], 786536… Agent: I appreciate the information you’ve just provided to me, for better assistance please contact Business Partner General Help desk (720) 444-5800 or your Channel account manager at Avaya or (877) 505- 2827 for product and technical related questions. Back to Top Prospect Agent: Excellent! As a part of our verification process, could I please have your Company’s name, email address and phone number? Customer: Coca Cola, [email protected], 786536… Agent: Thank you very much, do you mind telling me how you heard about Avaya? Customer: Internet, television, etc.

Agent: I appreciate the information you’ve just provided to me, Avaya also sells through Business Partners located across the US/Canada/LATAM/. For better assistance, please get in contact with the one closest to your area. You’ll be able to find one in the link below by adding your ZIP code: http://www.avaya.com/usa/partner-locator/ No Answer? Closing / Back to top



BACK TO MAIN MENU

UPGRADES

Description Script used for Customers who are looking for an Upgrade on their current Avaya/Nortel system


1 Welcome Avaya: Thank you for contacting Avaya how can we help you today? Customer: I would like to upgrade my phone system/ video conferencing… No Answer?

2 Identify Customer






3 Verification Avaya Customer Agent: Excellent! As a part of our verification process, could I please have your Company’s name and SOLD TO number? Customer: Coca Cola, 000123… Agent: Thank you very much; finally, Could you please provide me with your current or registered email address and phone number? Customer: [email protected], 786536… Agent: I appreciate the information you’ve just provided to me. No Answer? Undercover Needs Prospect Agent: Excellent! As a part of our verification process, could I please have your Company’s name, email address and phone number? Customer: Coca Cola, [email protected], 786536… Agent: Thank you very much, do you mind telling me how you heard about Avaya? Customer: Internet, television, etc. Agent: I appreciate the information you’ve just provided to me. No Answer? Undercover Needs

4 Undercover Needs

Agent: Are you currently planning any projects in your company? Customer: YES / NO Agent: has the budget for such project been already approved or pre-approved? Customer: YES / NO Agent: Is there going to be a group of people or a specific person that will make the final decision on regards of this project? Customer: YES / NO Agent: What would be your title or job position? Customer: Director, IT Manager, etc. BANT QUALIFIED? YES/ NO

5 Information Gathering

BANT Agent: Thank you so much! I will need to gather some information from you so we can go ahead and provide the specialist with it and they can contact you as soon as possible. Customer: Ok Agent: How many handsets do you currently have in total? Customer: 10 Agent: How many handsets and users do you have in this location as of today? Customer: 5 Agent: Do you have a total number of the users/handset you will need? Customer: 20 Agent: Can you provide me with a specific number or locations you currently have at the moment? Customer: 2 Agent: Are those locations interconnected? Customer: No Agent: Do you have an estimate of the total and local employees? Customer: Around 30…



No Answer? Current customer? YES/ NO Agent: Do you have a maintenance contract? Customer: YES / NO Agent: Is this with Avaya or through one of our business partners? Customer: BP Agent: Which partner would that be? Customer: Xxx… Agent: Did you have contact with a Business Partner from Avaya in the last 3 months? Which one? Customer: Xxx… No Answer?

AREA OF INTEREST

DATA-NETWORKING / VIDEO / CONTACT CENTER / UNIFIED COMMUNICATIONS / Mid-

Market / Cloud. Data-Networking Agent: What brand or type of switches do you have and/or use? Customer: Xxx… Agent: How many switches/routers do you have and/or want? Customer: Xxx… Agent: What is the capacity that you are looking for? Customer: Xxx… Agent: What speed do you have in your equipment? No Answer? Back to “Area Of Interest” Video Agent: Does the company have remote sites? Customer: YES/ NO Agent: How many? Customer: 3 Agent: Does the company use Skype? Customer: YES / NO Agent: For what purpose? Customer: Remote Meetings Agent: Do you use conference? Customer: Yes Agent: How many recurrence meetings do you have per month? Customer: Around 20 Agent: What times do the recurrence meetings occur? Customer: Variable… Agent: How many people are invited to the meetings? Customer: Depends, but somewhere around 5 to 10… No Answer? Back to “Area Of Interest” Contact Center Agent: Do you currently have a Contact Center in the company? Customer: YES / NO Agent: How many agents do you have at the moment? Customer: Around 15

Agent: What kind of service do you have in the Contact Center? (Outbound calls, Inbound calls, Customer care, sales, etc.) Customer: Customer Care… Agent: What kind of report management software do you have? Customer: I’m not sure… Agent: How do you measure your customer satisfaction and productivity? Customer: Regular surveys and reports… No Answer? Back to “Area Of Interest” Unified Communications Agent: Do you currently have Unified Communications? Customer: YES/ NO Agent: Are you interested in the possibility of integrating your phone system with any of the following? a- Your mobile phone, along with your voicemail? b- With your mail system? c- With the remote users or mobile users to increase the productivity and cut costs? Customer: YES / NO No Answer? Confirm Information Closing Mid-Market Agent: How many employees does your company have? Customer: 15 Agent: Are you planning to increase the number of employees in the company? Customer: Yes Agent: I am pleased to assist you, allow me to put you in contact with one of our Avaya Product Specialist so he can walk you through the process and share with you the benefits of engaging your workforce to increase employee productivity and revenue. No Answer? Confirm Information CLOUD Customer: I would like to know what type of Cloud based solutions… Agent: Let me tell you with Cloud you can Increase profitability by controlling costs, and gaining higher ROI from your technology investment. Also, you enhance customer service, control costs, and operate your business with optimum efficiency. Finally, Avaya provides strategic communications consulting that can help you refine your investment priorities, determine your ROI and show you additional strategic benefits over time Allow me to provide with the website’s direct link for more information about this: http://www.avaya.com/usa/products/cloud/

No Answer? Undercover Needs

MI? YES/ NO MI Agent: Would you be interested in a specialist getting back to you with information on how we would suit and complement your business? Customer: YES / NO Agent: I will just gather some information about your company so the specialist will be able to tell you exactly how we fit with you.

http://www.avaya.com/usa/products/cloud/

Customer: Ok Agent: Are you currently using a phone system? Customer: Yes Agent: What brand is your system and how long have you been using it for? Customer: Cisco, for 5 years Agent: Is this a local or a worldwide company? Customer: National. Agent: Could you please help me confirm if your company has more than one branch and/or Location? Customer: Just this location. Agent: What would be the total number of users/handsets that will be required? Customer: 15- 20 Agent: And, would this be equal to the number of employees? Customer: Yes Agent: Thank you! What is the company dedicated to? Customer: We make boxes… Agent: Is there a specific area of interest from which you would like to receive information? Or just general information? Customer: General Information would be fine… Agent: Excellent, thank you very much for all the information you’ve just provided me with, I would just need to confirm a date and a time for the specialist to call you back and a backup date for such phone call in case they’re not able to reach you. Customer: Tuesday at 10 am works, else. Wednesday around the same time… No Answer? Confirm Information

6 Confirm Information

Avaya Customer/ Prospect Agent: Thank you so much, I would just need to confirm some information, Could I please have the physical address of your company? Customer: 21 Evergreen Av., Los Angeles, CA 90201 Agent: Is this the same location where the project would take place? Customer: Yes Agent: Perfect! Could I please have a call back number? Customer: 7865353518 Agent: And lastly, is your contact email address the same one you provided me at the beginning of the chat? Customer: YES / NO Customer: [email protected] No Answer? Closing: MI / BANT / Generic


MI Agent: I’m going to send all the information you’ve provided me with to a specialist who will be calling you back on set dates; I will also send an introductory email with the specialist’s name and my contact information in case you have any further questions. Is there anything else I can help you with? Customer: No, thank you Agent: Thank you very much for contacting Avaya, Have a great day! BANT Agent: I’m going to send all the information you’ve provided me with to a specialist who will be calling you back within the next 24 to 48 hours. Is there anything else I can help you with? Customer: No, thank you


Agent: Thank you very much for contacting Avaya, Have a great day! Generic Is there anything else I can help you with? Customer: No, thank you Agent: Thank you very much for contacting Avaya, Have a great day!

BACK TO MAIN MENU

SERVICES

Description Script used for customers who are looking to purchase a service agreement


1 Welcome Avaya: Thank you for contacting Avaya how can we help you today? Customer: I want to buy a service agreement… No Answer?

2 Identify Customer

Agent: Thank you! Are you an existing Avaya Customer? Customer: Customer / / NO

3 Offer Assistance

Avaya Customer Agent: Excellent! As a part of our verification process, could I please have your Company’s name and SOLD TO number? Customer: Coca Cola, 000123… Agent: Thank you very much; finally, Could you please provide me with your current or registered email address and phone number? Customer: [email protected], 786536… Agent: I appreciate the information you’ve just provided to me, for better assistance please contact Billing department, phone number 1800 328 7833. No Answer? Closing / Back to Top Prospect Agent: Excellent! As a part of our verification process, could I please have your Company’s name, email address and phone number? Customer: Coca Cola, [email protected], 786536… Agent: Thank you very much, do you mind telling me how you heard about Avaya? Customer: Internet, television, etc. Agent: I appreciate the information you’ve just provided to me, for better assistance please contact Billing department, phone number 1800 328 7833. No Answer? Closing / Back to Top


Avaya Customer/ Prospect Agent: Let me also remind you that Avaya has just launched a videoconferencing Cloud based solution called Avaya Live Video and a 30 free day trial is available for you, the link for registration is: www.avayalivevideo.com Is there anything else I can help you with? Customer: No, thank you Agent: Thank you very much for contacting Avaya, Have a great day!



http://www.avayalivevideo.com/

No Answer?

COBC

Description Script used for Customers who need assistance that need to re program a phone or maybe set up a voicemail.


1 Welcome Avaya: Thank you for contacting Avaya how can we help you today? Customer: I am having trouble with my voicemail….. No Answer?

2 Identify Customer


3 Offer Assistance


Agent: I appreciate the information you’ve just provided to me, for better assistance please contact our COBC department at 1-800- 225-7585. No Answer? Closing / Back to Top



BACK TO MAIN MENU

Avaya Learning

Description Script used for Customers/BP/ prospects who want to get certified in certain product.


1 Welcome Avaya: Thank you for contacting Avaya how can we help you today? Customer: I would like to know how I can get certified in “xx” product. No Answer?

2 Identify Customer


3 Offer Assistance


Agent: I appreciate the information you’ve just provided to me, for better assistance please contact our Avaya Learning Department 1-866 282 9254. No Answer? Closing / Back to Top



Avaya Business Partner Agent: Excellent! As a part of our verification process, could I please have your Company’s name and SOLD TO number? BP: Coca Cola, 000123… Agent: Thank you very much; finally, Could you please provide me with your current or registered email address and phone number? BP: [email protected], 786536…

Agent I appreciate the information you’ve just provided to me, for better assistance please contact contact our Avaya Learning Department 1-866 282 9254. Back to Top Prospect Agent: Excellent! As a part of our verification process, could I please have your Company’s name, email address and phone number? Customer: Coca Cola, [email protected], 786536… Agent: Thank you very much, do you mind telling me how you heard about Avaya? Customer: Internet, television, etc.

Agent: I appreciate the information you’ve just provided to me, for better assistance please contact our Avaya Learning Department 1-866 282 9254.. No Answer? Closing / Back to top



NEW PRODUCT OR SOLUTION

Description Script used for customers who are looking to become Avaya customers


1 Welcome Avaya: Thank you for contacting Avaya how can we help you today? Customer: I’m thinking of implementing… No Answer?

2 Identify Customer




3 Offer Assistance

Avaya Customer Agent: Excellent! As a part of our verification process, could I please have your Company’s name and SOLD TO number? Customer: Coca Cola, 000123… Agent: Thank you very much; finally, Could you please provide me with your current or registered email address and phone number? Customer: [email protected], 786536… Agent: I appreciate the information you’ve just provided to me. No Answer? Identify Business Unit Back to Top Prospect Agent: Excellent! As a part of our verification process, could I please have your Company’s name, email address and phone number? Customer: Coca Cola, [email protected], 786536… Agent: Thank you very much, do you mind telling me how you heard about Avaya? Customer: Internet, television, etc. Agent: I appreciate the information you’ve just provided to me. No Answer? Identify Business Unit

4 Identify BU Does Customer know what they need/want ? YES/ NO

Customer Engagement (CC)/Team Engagement (Voice&Video)/ Networking/Cloud

Solutions per Business Unit

No Answer? Customer Engagement (CC) Customer: I would like to know what kind of solutions you have for Contact Center Agent: Let me tell you that with Avaya solutions you can drive higher performance throughout enterprises by improving the quality and value of customer interactions Also, Through the integration of voice, video, data, and social media with both strategic and real-time business intelligence, Avaya Customer Experience Management (Contact Center) solutions increase operational efficiency and empower more engaged workforces to perform more effectively. Customer: Ok… Agent: And finally, it enhances productivity with leading-edge contact center solutions that connect agents, customers, and information efficiently and seamlessly. Allow me to provide you with the website’s direct link for more information about this: http://www.avaya.com/usa/products/customer-experience-management/




http://www.avaya.com/usa/products/customer-experience-management/

Avaya Aura Contact Center Connect with your customers on their terms

Leverage this complete, omnichannel contact center solution to match callers with the most appropriate resources every time they contact you.

Reduce your expenses by using lower-cost channels.

Consistently deliver a unified, seamless, and highly personalized experience

Contact Center Elite Deliver a unified and highly personalized customer experience that builds your brand

and fosters long-term loyalty.

Enable your business to handle all types of customer interactions more efficiently.

Serve your customers and prospects through their preferred contact channel.

Interaction Center Build on your investment in Avaya Contact Center technology and set your customer

experience apart from the competition.

Help improve multichannel contact center efficiency, using Avaya customer service software.

Enable your business to handle all types of customer interactions more efficiently

Intelligent Customer Routing Create customer experiences that show you value your customers’ time and

attention.

Give your customers more engaging, satisfying experiences with context-aware applications.

Avaya Workforce Optimization Leverage intelligent insights to operate more efficiently and to improve customer

service.

Identify, modify, and address processes that are cumbersome.

Discover which agents aren’t assisting customers appropriately.

Spot customer problems and issues quickly so they can be resolved as fast as possible.

Control Manager Achieve simpler, easier, centralized administration for your Avaya Contact Center

portfolio with Control Manager.

Make configuration and management a breeze for technical and nontechnical administrators.

Enable administrators to apply rules and definitions—often using as little as a single key stroke.

Team Engagement (Voice & Video) Avaya Aura Platform

Provide advanced unified communications and contact center solutions throughout your enterprise.

Rely on a platform that delivers rock-solid reliability and remarkable adaptability.

Choose from more than 700 features and an ever expanding, customizable applications portfolio.

Keep up with change and business growth.

IP Office Platform Transform the way you conduct business by creating a seamless engagement

experience for your customers and employees.

Protect your investment with a solution that easily and affordably scales as your communications needs change.

Enable your mobile workforce to collaborate and promote commerce.

Reduce IT overhead with true plug and play that effortlessly rolls out applications to your staff.

Rely on Avaya support services to optimize your solution’s performance.

Accelerate growth by using a complete IP Office solution to create seamless engagement throughout your business.

Avaya Communicator Communicate with others from within the application you’re using—no need to

switch to another tool.

Move seamlessly among IM/presence, voice, video, conferencing, and web collaboration.

Use buddy and contact lists.

Connect more easily when you’re using just one integrated communications solution.

Phones Avaya provides a complete portfolio of business phones and communications

endpoints. We offer devices for use at desks, in conference rooms, and across campuses. We support in-office, mobile, remote, and video users. Contact Avaya or an Avaya Authorized Partner to start a conversation about the right phones for your business communications.

Unified Communications & Collaborations Customer: I would like to know what kind of solutions you have for Video Conferencing… Agent: Let me tell you with Avaya you can create mobile engagement environment for better customer service, increased productivity and higher profitability. Also, Avaya solutions are interoperable with existing networks and applications, allowing for the seamless integration of engagement solutions. Allow me to provide with the website’s direct link for more information about this: http://www.avaya.com/usa/products/unified-communications-and-collaboration/

No Answer? Undercover Needs NETWORKING Customer: I would like to know what kind of switches and routers you have… Agent: Let me tell you Avaya provides a networking solution that is dramatically faster to implement, change, and troubleshoot positioning the network as an agile facilitator to business advancement. Also, Avaya Networking offers a versatile portfolio of networking products that allow enterprises to build networks that provide mission critical dependability and superior return on investment. Allow me to provide with the website’s direct link for more information about this: http://www.avaya.com/usa/products/networking/

SDN Fx Architecture Experience a simpler, more agile network with our Software-Defined

Networking design. Focus on strategic applications, with less worry about connections and

configurations. Reduce the potential for error and accelerate your time to service. Respond quickly to changing business requirements with precision and

flexibility. Allow applications, devices, and users to connect easily, anywhere along the

network, and to interact seamlessly. Fabric Connect

Move beyond network designs that are inefficient, vulnerable to outages, and complex to operate and manage.

Simplify the network and reduce operational costs with Avaya Fabric Connect See faster time to service, better agility, better business continuity, and

increased efficiency in your network. Virtual Services Platform 4000

Simplify your network by extending Avaya Fabric Connect to the campus, metro, or WAN edge.

Deliver multiple services without managing multiple complex protocols. Leverage network virtualization technology easily for small offices. Provide rich multi-service functionality in multi-tenant environments.


http://www.avaya.com/usa/contacts/


http://www.avaya.com/usa/products/unified-communications-and-collaboration/

http://www.avaya.com/usa/products/networking/

CLOUD Customer: I would like to know what type of Cloud based solutions… Agent: Let me tell you with Cloud you can Increase profitability by controlling costs, and gaining higher ROI from your technology investment. Also, you enhance customer service, control costs, and operate your business with optimum efficiency. Finally, Avaya provides strategic communications consulting that can help you refine your investment priorities, determine your ROI and show you additional strategic benefits over time Allow me to provide with the website’s direct link for more information about this:


No Answer? Undercover Needs Product Information By Business Unit: http://www.avaya.com/en/products/products-a-z/ NEW! Contact Center: Oceana & Oceanalytics: http://www.avaya.com/en/solution/avaya-oceana-solution/ UC Platform &Infraestructure: Avaya Breeze / Avaya Snap-Ins: http://www.avaya.com/en/products/platform-and-infrastructure/




http://www.avaya.com/en/solution/avaya-oceana-solution/

http://www.avaya.com/en/solution/avaya-oceana-solution/

http://www.avaya.com/en/products/platform-and-infrastructure/

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Networking

Software-Defined Networking

SDN Fx™ Architecture

Ethernet Switches

Ethernet Routing Switch 3500 Series




Secure Routers

Virtual Services Platform 4000 Series





Access Control

Identity Engines Portfolio

Wireless Networks

Wireless LAN 8100

Wireless LAN 9100

Network Management

Configuration and Orchestration Manager

Capabilities

Fabric Connect

Video Surveillance

Cloud

Cloud Services

AvayaLive™ Connect

AvayaLive™ Engage

Private Cloud

Private Cloud Services

Hosted Cloud for Service Providers

UCaaS

CCaaS

VaaS

Unified Communications and Collaborations

Platform and Infrastructure Avaya Aura® Platform

Engagement Development Platform

Avaya Snap-ins

Avaya Aura® Communication Manager

Avaya Aura® Solution for Midsize Enterprise

Avaya Aura® Virtualized Environment

Avaya Aura® Application Server 5300

Avaya Session Border Controller for Enterprise

Collaboration Pods

Communication Server 1000

IP Office™ Platform

Video and Conferencing

Avaya Aura® Conferencing

Avaya Scopia® Desktop and Mobile Applications

Avaya Scopia® Video Conferencing Infrastructure

Avaya Scopia® XT Video Conferencing

Communication and Messaging

Phones

Avaya Communicator

Multimedia Messaging

Avaya Aura® Messaging

Avaya Messaging Service

Avaya one-X® Communicator

Avaya one-X® Mobile

VDI Communicator

Customer Experience Management

Assisted Experience Management Avaya Aura® Call Center Elite

Avaya Aura® Contact Center

Interaction Center

Automated Experience Management Avaya Aura® Experience Portal

Customer Connections

Intelligent Customer Routing

Proactive Contact

Proactive Outreach Manager

Outbound Contact Express

Performance Management

Avaya Aura® Performance Center

Avaya Aura® Workforce Optimization

Control Manager

Speech Analytics

http://www.avaya.com/usa/product/proactive-outreach-manager

http://www.avaya.com/usa/product/outbound-contact-express

Routing Numbers

Department Number Prompt Extension Technical Support 1-800-242-2121 1 Tech Support

3 Place order for replacement

Billing and Payments

1-800 328-7833

21911 or 20403

MAC 1-405-302-9979 12000418402 Authentic Avaya 1-610 -241-1030

BP General Help Desk

1-720-444-5800

BP IT Help Desk 1-877-505-2827 Reseller Help Desk 1-720-444-7700

Avaya Learning 1-866-282-9254

COBC 1-800-225-7585

*1Programming *2Billing,alarm,service

request, phone replacement,

*3Password admin *4Inquiries regarding

system manager Avaya Live Support 1-888-786-5665 2 Technical Support

Maintenance Cancellation

1-800-441-63-71 [email protected]

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