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Avaya Contact Center Solutions for IP Office

Avaya Contact Center Solutions for IP Office. Ref : v2 Avaya Contact Center solutions for IP Office Business Partner Jan30th 2014. Agenda. Avaya midmarket collaboration Midmarket Contact Center Opportunity Avaya Contact Center Solutions for IP Office Partner Business Proposition

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Avaya Contact Center Solutions for IP Office

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  1. Avaya Contact Center Solutions for IP Office Ref: v2 Avaya Contact Center solutions for IP Office Business Partner Jan30th 2014

  2. Agenda • Avaya midmarket collaboration • Midmarket Contact Center Opportunity • Avaya Contact Center Solutions for IP Office • Partner Business Proposition • Tools for your Success

  3. Avaya IP OfficeA Simple, Powerful Midmarket Collaboration Solution Virtualized software, dedicated server, or appliance Supporting 2000 users with a full suite of UC, mobility and collaboration tools

  4. Avaya Midmarket Collaboration SolutionSimple, Powerful & Affordable Contact Center by DevConnect Video UC Mobility Networking Security

  5. Avaya Midmarket Collaboration SolutionSimple, Powerful & Affordable NEW! Contact Center Feb 28th Video UC Mobility Networking Security

  6. Contact Center Opportunity for Midmarket

  7. IP Office Contact Center Opportunity for 2014Segmented by agent seats 2,400,000 Total agent seats 43% 28% 15% 1,045,000 371,000 675,000 MZA, The Global Telecommunications Market, The World Contact Centre Market Forecast Volume, October 2013

  8. Selling the Construct Reduces # of CompetitorsIt’s a close race between Avaya and Cisco - Others Trail Behind 1% of market share across the full solution construct* can potentially generate over $500M in incremental revenue *Full Solution Construct = call control plus corresponding apps, video, devices, networking..) Source: Avaya Strategic Analysis and Market Intelligence Team, Avaya June 2013 Market Demand Forecast, Canalys 2Q2013 WW Call Control Report: Under 1000 segment captures excludes very large enterprise systems of 1000+

  9. Customer ExperienceHas Evolved 73% Millennials will stop doing business with a company after one bad experience 59% INTERNET SELF-SERVICE 82% BUY MORE from companies that make it easy to do business 77% PHONE 20% TWITTER, FACEBOOK 64% STORE 50% say they constantly change how they deal with organizations 23% 9 of 10 9 of 10 consumers want support while online WEB CHAT % using channel to communicate with organizations

  10. The Bottom Line • Midmarket represents a big opportunity • Segment has money and interested in UC and telephony • Looking to spend – technology that is vital to survival • Highest growth • Organizations with 250 - 2000 people or enterprise branch • Customer needs reside in 3 prime selling areas: • Collaboration (audio, video, web) • Customer Interactions (multichannel CC) • Mobility and BYOD (clients, security, management, accessibility) • Solution: IP Office Construct • 4 deployment models (S/W, Appliance, Virtual, Hybrid)

  11. Competing for the Midmarket • Cohesive, powerful single vendor pitch – from a market leader • Greater opportunities to compete in midmarket contact center space • Install base is prime for upsell: • 375,000 businesses use IP Office! • Increase constructs and average selling price • Simple to deploy at a highly competitive price • Market Leadership • #1 in Contact Center ACD with 30.5% global market share1 • Technology Leadership • Avaya Contact Center Solutions consistently named a leader in the Gartner Magic Quadrant for the last 13 years2 • Enterprise Leadership • 95% of all Fortune 500 companies are running Avaya Solutions Today.3 Gartner (Avaya External Use Market Share Summary - August 2013) Gartner MQ for CC; Avaya News release Business Analytics Company Revenue, Sales In/Sales Out SoldTo Revenue (based on product revenue in the last 5 years and/or maintenance revenue in the last years.) and Fortune 500 List 2013

  12. Avaya Contact Center Solutions for IP Office

  13. Contact Center Solutions for IP Office Customer Value Proposition • Avaya Contact Center Solutions for IP Office extend Avaya innovation in customer experience management to midsize businesses, with the simplicity and value many of them require. • These solutions, optimized for use with IP Office software, enable blended multichannel capabilities that help improve customer experience to increase revenue, and agent efficiency to reduce cost.

  14. Avaya Contact Center Solutions for IP Office Avaya Contact Center offersbased on Avaya Aura Avaya Aura Contact Center Suite for Midsize Enterprise (AACC-M) Avaya Aura Call Center Elite for Midsize Enterprise (Elite-M) • Primary Competitors: • Genesys • Cisco • Interactive Intelligence • Altitude Suite-based enterprise features (HA, session mgmt.) Integrated advanced applications Avaya Contact Center Select GA June 24 • Competitors: • Cisco UCC-X • Interactive Intelligence CIC • Aspect • Shoretel • Genesys Express • Huawei • Shoretel • Etc. • Primary Competitors: • Genesys Express • Cisco UCCx • Altitude • Presence • Huawei • Primary Competitors: • Genesys Express • Cisco UCCx • Altitude • Presence • Huawei Avaya IP Office Contact Center GA Feb 28 Multi-channel • PrimaryCompetitors: • ShoreTel • Voxtron (BT) • Altitude • Presence Contact Center Solutions for IP Office Voice 100 30 50 250 400 5

  15. Avaya IP Office Contact Center Planned GA 28th February Supported in US, Canada, UK, Australia, New Zealand and India - English only in first release

  16. Avaya IP Office Contact Center • Simple • Easy to install • Intuitive to use • Powerful • Multichannel • Call recording for all agents/supervisors • Scalable • 5 to 100 agents • Single site or across the enterprise

  17. Contact Management Avaya IP Office Contact Center is Multichannel Contact Center Resources Customer / prospects Agent Groups Voice Agents Email Universal Queue ExternalDestination Contact Center Waiting Announcements • Chat,Call Back Media-specific Skills-based routing and Channel prioritization IVRAgents

  18. Avaya IP Office Contact CenterSimplicity Collect Customer data Excel Install IPOCC Software Windows MSI About 2-3 h for 20 Agents Import Customer data About 1 h for 20 Agents Customize To customer needs Depends on requirements

  19. IP Office Contact CenterPowerful features • Any mix of voice, email, web chat • It’s how your customers customerswants to do business! • Skills-based routing • Delivers optimum customer experience • Outbound campaigns - Preview & progressive dialling • Drive greater revenue, increase agent efficiency Voice Email • Chat,Call Back Supported in US, Canada, UK, Australia, New Zealand, India (English only)

  20. IP Office Contact CenterPowerful features • Real time & historical reports • email/web/voice transactions • Powerful, customizable agent desktop • click to call, multichannel view etc • Call recording for every Agent and Supervisor • Improves agent performance, eliminate conflicts • Built in IVR promotes self service • Reduce agent handle time Supported in US, Canada, UK, Australia, New Zealand, India (English only)

  21. Avaya IP Office Contact CenterScalable • Targets customers with up to 2000 employees, 5 to 100 agents • Single site or multiple locations across the enterprise • In the office • Remote

  22. Avaya IP Office Contact Center Solution Configuration • Application server • VMPRO/contact recorder IP Office 500v2 R9.0.2 Single site 5 to 30 agents • Partner provided server • or virtualized • Runs IPOCC IP Office Server Edition R9.0.2 Multilocation 5 to 100 agents Up to 32 locations • Partner provided server • or virtualized • Runs IPOCC

  23. Partner Business Proposition

  24. Why Sell Solutions?Partner Advantages • Expand the ways you engage with prospects and customers • Telephony, data networking/switches, security, services, video conferencing, contact center • Increase constructs and average selling price • High margin applications and complimentary products & services • Enhance your value to customers • Trusted advisor with comprehensive solution • Provide customers with a richer, more powerful UC&C solution • Develop more opportunities for up-sell & service / maintenance contracts

  25. Up to 75% Increase in Revenue!Pitch the Full IP Office Construct (scale x 1,000) 75% Increase! $ =000 Note: Example includes IP Office, Networking, Video Solution for IP Office, Security, Install, Maintenance US Pricing, Assumes Co-delivery IPOSS

  26. Reach for the Midmarket (scale x 1,000) 260% + Increase! $ =000 Note: Example includes IP Office, Networking, Video Solution for IP Office, Security, Install, Maintenance US Pricing, Assumes Co-delivery IPOSS

  27. Fewer Codes – Simple Configuration The impact to your business • Less time designing the solution • Doesn’t require high level engineering • expertise • Do budgetary designs on the fly

  28. IPOSS for IP Office Contact Center • Additional revenue • Customize with your value add services • Cost reduction • Remote access improves resolution times, reduces dispatches • Multi-year support reduce renewal expenses • Layer onto existing IPOSS per-server pricing • 24x7 or 8x5, Co-Delivery or Wholesale, 1, 3, 5 year options • Priced per agent/supervisor • Integrated into IPOSS quoting and ordering • Distributor and Avaya tools IPOSS is Required for IP Office Contact Center Solutions

  29. IPOCC Per-agent Price Component: 1, 3, 5 year

  30. Contact Center Solutions for IP Office Easy Add-on Partner Certification New Avaya Contact Center Solutions for IP Office degrees • Sales – 3 hours or less • One person holding the APSS to sell either solution • Design – 3 hours or less • One person for Avaya Contact Center Select • Implement and Maintain – 1 ½ to 3 days • One person per solution; targeted list price $1920/course Existing SMEC Training & Certifications Required (Sales- 2 - APSS, Implement -1 AIPS, & Maintain – 1 ACSS)

  31. Unique Avaya AttributesHelping to increase your margins Single-vendor solution Services • Control inventory costs • Train on one product line • Compelling road map • Quick install • Off-line configuration • Margin rich, low cost support options Marketing Start-up Costs • Whole Construct materials • Turnkey assets at reduced rates • Targeted promotions, programs • Global & local campaigns, events • Low upfront investment • Virtual training option • Full Stack demo kit choices

  32. What’s in it for You?Summary Easy to Get Trained Applications & Services Better Margins Short Sales Cycle Faster to Implement

  33. Avaya Contact Center Select Planned GA End June 2014

  34. Avaya Contact Center SelectAddressing sophisticated requirements Planned June 2014 • Target Customer: Up to 2000 employees and 30 to 250 agents • Derivative of Avaya Aura Contact Center (AACC) • Purpose built for the IP Office Platform • Integration to business process and 3rd party applications • Voice, email, web chat, SMS, and fax • Avaya-supplied server or partner supplied server, virtualized software • Sold and supported globally Voice Email • Chat,Call Back Fax SMS

  35. Positioning Avaya Contact Center Solutions for IP Office • Position the right product first time • Based on size and growth • Requirements – now and future

  36. Avaya Contact Center Solutions for IP Office POM=Proactive Outreach Manager, AEP=Avaya Experience Portal, WFO=Work Force Optimization

  37. Midmarket Avaya Contact Center Solutions Product Delivery Timeline Overview 4/29Avaya Contact Center SolutionsLaunch 1/28Avaya IP Office Contact CenterPress Release End June 2014Avaya Contact Center Select GA 2/28Avaya IP OfficeContact CenterGA 1/22APSS Training 2/7APSS Cert Test 4/1ASPS Install Theory 3/3Orderable ASPS test 5/19ASPS Lab 2/24ASPS Training

  38. Tools

  39. Your Resources • Available soon! • Customer References • Competitive Information • Feature videos • Use Case scenarios • eBook • Solution Guide updates • Sales Playbook updates • Available at announcement • Partner pitch pack • Customer deck • Fact Sheet • FAQ and Q&A documents • Product offer document Check the Avaya sales portal for updates!

  40. Summary Avaya Contact Center Solutions for IP Office Simplicity you expect - Built on the proven IP Office software platform Cost effective capabilities to meet the growing demands of the midmarket Contact Center is the fastest growing segment of is the midmarket Be a part of it!

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