Enhance Customer Service - Intelligent Branch

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Avaya one-X™ Portal

Communication Manager

Quick Edition

Overview

Description

Resources

Introduction:

Avaya Intelligent Branch Solutions enable better customer service to any location of a distributed enterprise with low Total Cost of Ownership. This includes end-to-end services and financing to reduce risk and manage budgets.

Overview:

Avaya Intelligent Branch solutions provide enterprises with unique capabilities to fit most branch requirements for increasing revenue with improved customer service, lower operating costs, and increasing employee productivity. Depending on the customer's needs and network readiness, Avaya can deploy a best of breed architecture with a mix of centralized and distributed options.

Avaya Intelligent Branch solutions are supported by Avaya Global Services and certified Avaya BusinessPartners. A rich ecosystem of Avaya DevConnect partners provide value-added industry applications and optimized infrastructure.

Avaya Financial Services solutions are available to accelerate the adoption of network technology with minimal initial investment and fixed manageable payments. Conserve capital by spreading the costs of technology over time and free up cash for investment in other areas of the business.

Avaya Products

Distributed Office - offers multi-location enterprises a high degree of centralized control. Powerful centralized management capabilities combine with an easy to deploy solution to offer a very low Total Cost of Ownership for large branch networks. Embedded applications such as Unified Communications, Instant Messaging and Presence, voice messaging, automated attendant and mobility enhance customer service and employee productivity.

Communication Manager software - provides branch users with rich seamless capabilities enterprise-wide. Communication Manager also offers integration to applications that include advanced contact center, mobility, messaging, web, and video/audio conferencing. Communication Manager for branch offices is available through the Avaya G-series gateways as well as the Integrated Branch Communication Solution for Juniper Networks' J-series routers. This provides an all-in-one solution for best-in-class WAN routing, security and IP telephony.

Integrated Management (All Offers): Centralized, integrated management is key to lowering Total Cost of Ownership. Avaya Integrated Management delivers a suite of software-based solutions that allow for corporate IT staffs to be efficient and effective in supporting a distributed network of branches/stores. Integrated Management includes capabilities to manage all aspects of the branch network including software and firmware updates and upgrades, announcements, stations and trunks (lines) and other system parameters. In addition, software modules are available that allow IT staffs to monitor real-time status of system components, evaluate quality of voice calls on the IP network and dynamically allocate bandwidth as needed to ensure optimal performance of the solution. This comprehensive set of applications is designed to simplify system administration, provisioning and network management. As a result, Avaya Integrated Management helps improve network uptime, increase staff productivity and reduce operating costs.

Quick Edition: Franchise organizations looking for low-cost and simple operation will want to consider Quick Edition. Easy to install, maintain and grow, Quick Edition provides standard features and applications such as voice messaging and automated attendant and it's unique peer-to-peer capability allows for any phone to back up any other phone.

IP Office addresses the basic needs of enterprises with smaller networks. IP Office is especially attractive for businesses using a combination of digital, analog or IP phones. IP Office comes equipped basic call center capability, audio-conferencing, automated attendant, and messaging options to ensure that branch workers can provide solid customer care.

Avaya Services

Business Communication Consulting service helps customers align their business strategy with a communications strategy that optimizes investments and paves the way for migration to a centralized communications model. Avaya consultants can also help uncover communications needs in branches/stores that might not be visible to enterprise IT organizations, ensuring the proper solution choice to address those needs. Proper solution selection is critical to satisfied end-users and benefit realization.

Security Service: Compliance and Information Security issues are major barriers to VoIP deployment in large organizations, and the financial vertical in particular. Clients are spending large sums on consulting, auditing, and IT systems to achieve compliance in multiple regimes that govern their business. Avaya provides consulting services to help customers comply with complex security and privacy regulations by considering the entire converged environment – the network and the applications where Avaya has particular expertise.

Implementation Service Packages are specifically designed for branch solutions to support Avaya Distributed Office, Communication Manager (S8300) and Avaya IP Office. These packages provide the right level of services support that your customer needs at pricing that is competitive and easy to understand. There are three simply priced bundles to choose from: Industry Standard, Full Service, and Premium Service.

Packaged Services include:

Multi-site Program Management - provides a remote interface on multi-site projects and acts as a single point-of-contact and accountability for Avaya resources for the project.
Network Readiness Assessment Multi-Site Sampling and Consultation - onsite readiness assessment at fifteen branch office sites to ensure that critical network elements will support deployment of IP Telephony solution.
Software Profile Creation - Standardized configurations to simplify user experience and ongoing administration.
Staging (Level I and II) - Software load test that simulates parameters for the customer's environment.
Deployment - Capability and processes for consistent, high quality delivery of branch implementations.

Software Support Plus Upgrades provides maximum investment protection for Avaya solutions, which includes a 3-year subscription to all major software upgrades.

Maintenance for communications voice servers and gateways is offered at three levels:

24x7 Remote Hardware Support
24x7 Remote Hardware Support with Advance Parts Replacement
On-Site Hardware Maintenance, which is available on a 24x7 or 8x5 basis.

With Hardware Maintenance, you receive EXPERT Systems monitoring, diagnostics, and resolution of system-generated alarms - increasing system reliability. The combination of Software Support Plus Upgrades and Hardware Maintenance provides the best value in terms of holistic support for communications solution.

IP Support Services (IPSS) include Proactive IP Support, Remote Support Services for IPT, and Software Release Management. IPSS provide around-the-clock monitoring and trouble resolution across your entire converged voice and data communications network. (Not available for Distributed Office)

An option to IPSS, Secure Access and Control (SAC) enhances the security associated with remote services provided by Avaya Services personnel and automated EXPERT Systems. SAC offers a secure, scalable service to help the customer maximize system availability and reliability.

Global Managed Services(GMS) has simplified its solution focus to align with core Avaya competencies. New GMS Service Lines will focus on large, complex, multi-site engagements in IPT deployments, Contact Center Solutions, and Messaging Migrations.

GMS has also reorganized around a new process model that will provide integration and management of ALL Avaya Solution Components - providing you with a single point of contact. GMS also provides you with a trusted partner - a partner who will help overcome the risks associated with new communication solutions.

Business Benefits

• 91% of the enterprise workforce resides outside of the headquarters locations and the majority of these employees interact with customers every day. Enterprise desires to bring better customer contact capabilities to distributed branches providing increase profitability.

• Avaya Intelligent Branch solutions enable better branch workforce productivity, ensure that customers are connected to the right employee wherever they are in the enterprise, all while reducing total cost of ownership.

• Specific customer facing applications that can lead to customer retention and an increase in incremental revenue per customer.

• Integrated technology and centralized management between the branches and headquarter location that offer IT staffs the ability to rapidly adjust to changing business conditions.

• Visibility into branch or store operations to identify calling patterns of customers in order to improve business operations and identify opportunities.