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Avaya Contact Center Solutions for IP Office

Avaya Contact Center Solutions for IP Office. Ref: v1 Avaya Contact Center solutions for IP Office Business Partner Jan23rd 2014. Agenda. Avaya midmarket collaboration Midmarket Contact Center Opportunity Avaya Contact Center Solutions for IP Office Tools for your Success.

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Avaya Contact Center Solutions for IP Office

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  1. Avaya Contact Center Solutions for IP Office

    Ref: v1 Avaya Contact Center solutions for IP Office Business Partner Jan23rd 2014
  2. Agenda Avaya midmarket collaboration Midmarket Contact Center Opportunity Avaya Contact Center Solutions for IP Office Tools for your Success
  3. Avaya Midmarket Collaboration SolutionSimple, Comprehensive & Affordable Virtualized software, dedicated server, or appliance Supporting 2000 users with a full suite of UC, mobility and collaboration tools
  4. Avaya Midmarket Collaboration SolutionSimple, Comprehensive & Affordable NEW! Contact Center Feb 28th Video UC Mobility Networking Security
  5. Avaya Complete Collaboration SolutionMobile Access Anywhere Use cellular, WiFi, 3G/4G 1-click deploy or install Control your conferences Mobility
  6. Avaya Complete Collaboration SolutionVideo Collaboration the Way You Want It Click to join Chose your device Connect with anyone
  7. Avaya Complete Collaboration SolutionScalable Networking Enterprise features at a midmarket price Works better with Avaya Lifetime warranty
  8. Avaya Complete Collaboration SolutionAdvanced SIP Security Protect SIP Trunks Secure remote endpoints Active packet inspection
  9. Midmarket Opportunity
  10. The Midmarket/Commercial Opportunity It is very big!... and just waiting for us to take! WW Commercial Market: $50B WW Midmarket UC CAGR: 7.7%* IP Office Worldwide CAGR: 18.8% “Construct” Pull Through = 2.5x Opportunities in all regions Avaya analysis based on various industry analyst reports: June 2013 Market Demand *Only .4% CAGR for enterprise UC premise sales
  11. US Market is prime for the taking! U.S. Midmarket is world’s 5th largest economy ($4.3 trillion) 60% 58% 25% 62% Interested or very interested in UC More employees than S&P 500 Significant cash on hand Plan to increase capital spend Forrester: Forrsights Networks And Telecommunications Survey, Q1 2013 (4-9-2013) Fortune Magazine, US Census Datat, http://www.cit.com/wcmprod/groups/content/@wcm/@cit/@media/documents/fact-sheets/outsized-influence-middle-mkt.pdf Sources: “Middle Market Indicator – 4Q 2012,” National Center for the Middle Market; “Mid Market Outlook Survey – Q2 2012,” KPMG Top initiative: Improve processes and technology
  12. The Midmarket Bottom Line: 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 opportunities 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)
  13. Contact Center Opportunity for Midmarket
  14. 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
  15. Selling IP Office Construct Reduces # of CompetitorsAvaya and Cisco - a Two-Way Race-- 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+
  16. Avaya Midmarket Collaboration SolutionSimple, Comprehensive & Affordable (Past) Contact Center by DevConnect Video UC Mobility Networking Security
  17. Avaya Midmarket Collaboration SolutionSimple, Comprehensive & Affordable NEW! Contact Center Feb 28th Video UC Mobility Networking Security
  18. 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
  19. Midmarket is primed for Contact Center Solutions for IP Office 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 Database, Q1FY13 Avaya Market Success US Ltr
  20. Avaya Contact Center Solutions for IP Office
  21. 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.
  22. 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
  23. Avaya IP Office Contact Center Planned GA 28th February Supported in US, Canada, UK, Australia, New Zealand and India - English only in first release
  24. Avaya IP Office Contact Center Simplicity Easy to install Simple to use Capability Multichannel Real time and historical reporting Scalability 5 to 100 agents Single site or across the enterprise
  25. 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
  26. 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
  27. IP Office Contact CenterCapability Any mix of inbound voice, email, web chat It’s how your customers customer wants to do business! Skills-based routing Delivers optimum customer experience Outbound campaigns - Preview & progressive Make use of agent ‘idle’ time Drive greater revenue, increase agent efficiency Voice Email Chat,Call Back Supported in US, Canada, UK, Australia, New Zealand, India (English only)
  28. IP Office Contact CenterCapability 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)
  29. Avaya IP Office Contact CenterScalability Targets customers with up to 2000 employees, 5 to 100 agents Single site or multiple locations across the enterprise In the office Remote
  30. Avaya IP Office Contact Center Solution Configuration IP Office 500v2 R9.0.2 Single site 5 to 30 agents Partner provided server OR Virtualized IP Office Server Edition R9.0.2 Multilocation 5 to 100 agents Up to 32 locations Partner provided server OR Virtualized
  31. 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
  32. 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
  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, growth, requirements
  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 5/19ASPS Lab 3/7ASPSTest 2/24ASPS,KT Training APSS – Avaya Professional Sales Specialist – 1/22 test Feb 7APDS - Avaya Professional Design Specialist - NA ACIS - Avaya Certified Implementation Specialist – NA ACSS - Avaya Certified Support Specialist - NA AIPS - Avaya Implementation Professional Specialist - NA ASPS - Avaya Support Professional Specialist 2/24 Test on March 7
  38. Fewer Codes – Simple Configuration
  39. Support for IP Office Contact Center (IPOSS)
  40. Contact Center Solutions for IP Office Channel Partner Certification New credential for Avaya IP Office Contact Center Solutions - Builds on current IP Office credentials Sales – 3 hours or less One person holding the APSS to sell either solution Design – 3 hours or less Implement and Maintain – 1 ½ to 3 days
  41. Tools
  42. 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!
  43. 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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