Avaya IP Office Platform Customer Presentation R10 en

AVAYA IP OFFICE™ PLATFORM
CUSTOMER PRESENTATION
© 2016
© 2016
Avaya
Avaya
Inc.Inc.
All right
All right
reserved
reserved
AGENDA
 What’s Happening in the Market
 Solution Overview
 How Avaya Makes Customers More Successful
 About Avaya IP Office
© 2016 Avaya Inc. All right reserved 2

AVAYA LEADERSHIP
 The leader in SME Telephony Systems at

23.1% share (1)
 The leader in IP Telephony at 21.6% share (2)
 The leader in Contact Center/ACD at 25.8%
share (3)
 The leader in Unified Messaging at 46.8%
share (4)
 Positioned in Leaders’ Quadrant for second
straight year
– Gartner Magic Quadrant, Midsize Enterprise UC –
NA – 2015/16
Sources: [1] Dell’Oro Group; [2] IDC; [3] Gartner, Inc.; [4] IHS Technology

KEY MARKET TRENDS IMPACTING YOUR BUSINESS
New Customers Focus on Rise of

with New Needs Customer the Mobile
Experience Workforce
Collaborate and Engage

MIDMARKET TECHNOLOGY TRENDS
Supporting a distributed, mobile workforce
Workforce IT Trends IT Support
87% of business leaders Secure BYOD Limited IT staff

believe collaboration
improves productivity Virtualization / Minimize exposure to risk
Infrastructure optimization
40% of information Avoid complexity in
workers work remotely applications, operations
Employee-owned
devices are standard
business equipment

ENGAGEMENT DRIVES POSITIVE BUSINESS OUTCOMES
Increased Productivity Enhanced Innovation

When organizations successfully
Higher productivity increases Engaged employees brings engage their customers and their
efficiency out creative ideas employees, they experience a
Improves the customer Increased innovation drives
experience new ideas and future growth
Cost Reduction Higher Retention

240%
boost in performance-related
Remote employees reduces Highly engaged employees business outcomes compared to
real estate = higher retention are less likely to leave an organization with neither
Reduce maintenance, Higher retention reduces engaged employees nor
increase uptime costs & maintains engaged customers*
institutional knowledge
CapEx or OpEx – your choice
*Gallup: State of the American Workforce Report 2014

WHAT WE HEAR FROM ORGANIZATIONS LIKE YOURS…
“We have more

communication…but fewer
people to handle it.”
“Our people need to work from

anywhere…but we can’t effectively support
it…we don’t know who’s available or how
best to reach them.”
“…We rely on voice, e-mail, IM,
mobile, etc., but they don’t work
together.”
“We are paying more for communications, but customer

calls and messages are still falling through the cracks.”

PRIORITIZING YOUR GOALS
 Enable my mobile workers to engage with

colleagues and customers more effectively
 Make my team members more productive
 Deliver better customer engagement
 Lower my operating costs
 Greater system resiliency
 Simplify my administration requirements

DID YOU KNOW…
A NEW AVAYA SOLUTION CAN HELP YOU.
 Engage with your customers better

– By making sure calls get through quickly to the
right person
 Make team engagement more productive

– By giving them the extra tools needed to stay connected
anywhere
 Control costs and save money

– By cutting out the time-wasting hassles that keep
employees from being productive

WITH A NEW AVAYA SOLUTION YOU
CAN… ENGAGE WITH YOUR
CUSTOMERS BETTER
 Powerful skills-based routing options to get calls to

the right person quickly—even if that person is
remote
 Go beyond voice by using web chat, email, and fax
 Handle more calls with fewer people via self-service
 Provide reporting tools to show you how well your
business is supporting customers

WITH A NEW AVAYA SOLUTION YOU CAN:
MAKE YOUR TEAMS MORE PRODUCTIVE
 Keep employees instantly in touch with ‘one-number reachability’

 Enable staff to work remotely —while giving them access to all
the same communications options as in the office
 Enable your employees to use any mobile or home phone as an
office phone extension
Loss of productivity caused by employees who come into work sick, don’t perform at full potential,
and pass along their condition is known as “presenteeism.”
Presenteeism productivity losses can cost employers as much as $21,000/year per worker.
Enabling employees to work from home—with the same level of responsiveness and accessibility
as in the office—can help prevent lost productivity.
Kaiser Permanente, Controlling Presenteeism: A healthy and productive workforce is the solution,
February 2009

WITH A NEW AVAYA SOLUTION YOU CAN:
MAKE YOUR TEAMS MORE PRODUCTIVE
 Lower mobile phone and telecommuter

long-distance charges by routing calls
through the system
 Rely on a built-in conferencing bridge to
eliminate the need for expensive third-party
conferencing services
 Take advantage of the more flexible and
lower cost IP-based voice network options

AVAYA IP OFFICE™ PLATFORM - A COMMUNICATIONS
SOLUTION DESIGNED FOR GROWING BUSINESSES
Unifies communication: Connects you with your Helps people work from
call handling, messaging, customers: uses the anywhere: integrates
conferencing, presence, IM, methods they want – voice, with your mobile, find me /
and much more SMS, web chat, email, fax follow me

AVAYA IP OFFICE
A SIMPLE, POWERFUL COLLABORATION SOLUTION
Virtualized software, dedicated server, or appliance

Deployed on premise, in the cloud or both!
The broadest range of endpoints Comprehensive UC and CC Solutions

FLEXIBLE DEPLOYMENT OPTIONS
PREMISE, CLOUD, HYBRID – BEST OF ALL WORLDS
Datacenter  Call Control and IP or Digital Endpoints are on

premise - Add UC and CC solutions via cloud
IP Office (UC) UC/CC apps
 Current IP Office premise-based system, can
add UC and CC as Opex
 Fully resilient:
– Cloud to cloud
On-Premise – Cloud to premise
Endpoints – Premise to cloud
IP Office – Premise to premise
(Call Control)
 Built-in, always on security

BUSINESS DRIVERS FOR MIGRATION TO CLOUD
 Shift from CAPEX to OPEX expense model

 Most scalable, cost-effective offering of collaboration solutions
 Outsource IT complexities and costs
 Pay-per-use model provides great financial flexibility
 Reduction in total cost of ownership (TCO)
 Stay current with latest updates
“The core issue is not the cost of the hardware and whether you pay for it upfront or over time,”
“Really, who cares? The real question is, what is the cost of managing the security, availability, performance, and change of the computers
and storage…”
Timothy Chou, a CFO magazine columnist who teaches cloud computing at Stanford.

DID YOU KNOW IP OFFICE HAS…
Up to 512 ports of meet-

me
Call recording audio conferencing Integrated
and playback web collaboration
Full site single # reach with IM,

resiliency without directory, and conference
additional licensing control
Up to 3000 users &

Web-based
150 locations
management
Mobile UC access using

PSTN and VoIP networks

AN IP OFFICE TO MEET YOUR NEEDS
For robust larger scale team, mobile, and customer

IP Office Select
Single code base. Easily scales
engagement with highly resilient software-based solution
For robust team, mobile, and customer engagement on a

Server Edition
software-based solution
For robust team, mobile, and customer engagement on a

Preferred Edition
simple-to-deploy appliance
For essential team and mobile engagement on a

Essential Edition
simple-to-deploy appliance
Basic Edition For basic telephony on a simple-to-deploy appliance

USER SOLUTION APPLICATION FOR EVERY WORKER
Choices Based On Job Function
Power User Officer Worker Basic User Receptionist

IP Office User Solutions
All user solutions, except for Receptionist, require Preferred Edition software of higher.

AVAYA IP OFFICE ENDPOINTS
Premier, Flagship Hybrid Value-Based Telephony
9600 IP Desk Phones
Gigabit Ethernet with

embedded switch*
3 & 8-button, and
touchscreen options 1400 & 9500 Digital Sets
1600 IP Desk Phones
Color display* 4, 8, and 16-button options
Paper or paperless label options Key-System Like Operation
Lower energy requirements Paper Button Labels
Same usability as IP Phones 3, 8, and 16-button options
H175 videoconference phone
7” touchscreen
Wireless Conference Phones
Cordless handset
Bluetooth
Detachable camera DECT & Wi-Fi Sets B100 Series Phones
Small to large coverage areas Avaya OmniSound Technology

Standard and ruggedized options Super Wideband Audio
Analog or IP
Conference rooms and executive suites

TEAM ENGAGEMENT
Powerful Web Collaboration Solution
Desktop/Application Collaboration
Document sharing, remote desktop
control, White Boarding
PC audio
Supported on Preferred Edition, Server Edition, and IP Office Select

TEAM ENGAGEMENT
Integrated Meet-Me Audio Conferencing
Add, drop and selectively

mute participants
Access via desktop, browser,
tablet, smartphone
Scheduled or ad-hoc

IP OFFICE SYSTEM ADMINISTRATION
Management Designed for Simplicity
Web-based access
simplifies administration
Deploy mobility with a single click
Context-sensitive help reduces
time searching
Fast, easy upgrades
Centralized Management and Centralized Licensing

IP OFFICE SYSTEM ADMINISTRATION
Reduce time for Day-1 provisioning of users
User provisioning via

LDAP synchronization
Can be run on-demand or as a
scheduled job
Supports customized
User field synchronization screen provisioning rules
Supported on IP Office Select

IP OFFICE RESILIENCY – PREMISE BASED
High-availability without high costs and complexities
Secondary
Server
User Every site has an
Location 2 automatic backup
Primary
Server Active calls stay connected
Location 3 No idle hardware
Headquarters
No additional licenses
Location 4
Highly-Resilient Architecture

IP OFFICE RESILIENCY – CLOUD AND HYBRID BASED
Deploy mixed, fully resilient architecture
OPEN FOR
BUSINESS
Cloud to cloud
AS USUAL
Cloud to premise
Business interruption Disaster Event
Premise to cloud
Premise to premise
Benefit with CAPEX and OPEX in a secure resilient deployment

3RD PARTY DESKTOP APPLICATION INTEGRATION
Embed Avaya UC in the applications you already use
Supports popular applications

- Lync/Skype for business
- Outlook
- Salesforce.com
The capabilities you need
- IM/Presence*
- Click-to Call
- Directory integration
*Note: IM/Presence supported with Outlook and Lync integrations

IP OFFICE SUPPORT SERVICES
Maximum uptime and software upgrades
Includes software upgrades

- No additional charge
Flexible coverage options
- 8-5, 24x7, parts replacement
Easy, server-based pricing
- Keeps things simple
Remote access efficiency
- For faster response times
Ensure your system is properly protected from the unknown

CUSTOMER USE CASES
 Situation:  Situation:  Situation:

Working from the office Working from home or hotel On-the-go sales person
 Expectation: To be able to  Expectation: Workers at home,  Expectation: Customers never

communicate with the people who hotel, or other locations can have to know where you are to
no longer work in the office conduct business just as if they know how to reach you
were in the office
 Reality: Currently office workers  Reality: Most rely on cell phone
must rely on non-real-time  Reality: Typically has to rely on and desk phone depending on the
communication personal phone and email just to day. It’s also difficult to reach
talk to the office. Customers are experts at the office
even harder to talk to.

THE ENABLED OFFICE WORKER
Business Impacts and Stats
 Receptionist can easily connect customers Did you know…

to remote sales reps • 69% of people who call a
business will hang up rather
 Stay connected at the desk, on the sales than leave a message1
floor, in the warehouse • 40-50% of cellular calls are
made and received while the
user is in the office and in
 Embed communications in the applications range of Wifi
you already have: SFDC, Outlook, Office
• 60% of devices reported by
365, Gmail, Skype for business, Lync….. information workers are used
for both work and personal
purposes

Take your communication to the next level
Customers reach the right

person on the first try
A More Productive Office
Just because you are in the

office, doesn’t mean you Employees spend less time
have less demanding searching for numbers
communication needs.
Desktop applications become

communications enabled
The Enabled Office Worker

THE OFFICE AWAY FROM THE OFFICE
Did you know…

 Use your office number instead of a
personal phone number • On average, 37% of executives’
work weeks are spent away
from their primary work
 Easily conduct conference calls with the location.
click of a mouse • 40% of US information workers
work outside of the office
 No hardware or software installation regularly or occasionally.
required • 59% of midmarket companies
have reduced or planned to
reduce office space because
flexible/remote workers need
fewer desks

Work as if you are in the office
Keeps employees off dangerous

roads during storms.
Your Office, Anywhere
Your location won’t slow

down business - turn
your iPad, PC, mobile or Trade commute times for
home phone into an productivity
office extension
Recover days of lost productivity

per person, per year.
The Office Away From The Office

THE OFFICE ON-THE-GO
 You control the customer experience

Did you know…
 Your sales person can control sales • 60% of devices reported by
situations information workers are used
for both work and personal
purposes
 Your company controls the number your • 52% of all information workers
customer calls use 2 or more devices for work
• 40% identify cellular phones as
a primary device used for
business communications

Voice, IM, Presence, conferencing on-the-go
Connect to experts
back in the office
Your Mobile Office
You don’t have to be

tied down to a desk Know where and when
to stay connected colleagues are available
and accessible
Speed decision making with

conferences on the fly
The Office On-The-Go

Avaya IP Office
In Action…

A DAY IN THE LIFE
SERVING CUSTOMERS FASTER AND SMARTER
▸ CC Agent escalates to
▸ Customer has product issue voice call ▸ Ad hoc conference call to
▸ Contacts Supplier via web chat ▸ Checks availability of discuss issue in more detail
Account Rep via Presence
Multichannel Contact Center Built-in Audio Conferencing

Avaya IP Office Contact Center
Avaya IP Office™ Platform
Avaya Contact Center Select

A DAY IN THE LIFE
▸ Customer CC Agent checks Product

▸ Product Manager launches
Mgr. presence ▸ Product Manager
video meeting to review
▸ Sends IM to available PM to resolves issue
product schematic
discuss issue
UC: IM / Presence Avaya Video Collaboration

Avaya one-X® Mobile Preferred
Avaya Scopia®
Avaya Communicator

A DAY IN THE LIFE
▸ Agent IMs with Service Tech ▸ Service Tech sets

▸ CC Agent locates closest
▸ Emails product schematic appointment to visit customer
Service Tech via Geo Presence
to Tech within 3 hours
UC: IM / Geo - Presence UC: IM / Email Integration

Avaya one-X® Mobile Preferred Avaya one-X® Mobile Preferred
Avaya Communicator Avaya IP Office™ Platform

IP Office
Enhancing your Customer Experience

Avaya IP Office Contact Center
A Multichannel Customer Experience
Your Customers Your Contact Center Resources

and Prospect
Agent Groups
Voice
Routed by skill
Agent
Email External Destination
Prioritized by
Waiting Announcements
Web Chat channel
IVR
Want to conduct business
how they want, in the
channel they prefer Outbound Dialer

INCREASE PRODUCTIVITY, IMPROVE CUSTOMER SERVICE
Multichannel Call Reporting

Skills-based routing
Contact Center and Recording
Provide optimum customer
Easy for customers to do
Improve customer experience service
business with you
Supervisor and
Self Service Outbound dialing
Agent Desktop
Increase Agent and Supervisor Free agents to deal with ‘live’ Create up sell opportunities
efficiency calls

AVAYA IP OFFICE
A simple, powerful unified communications system
Easy to World-class
deploy, Customer
use and Engagement
manage solution
Investment Highly reliable

Protection and resilient
Wealth of
Single or features
multisite for effective
team
engagement
The flagship Avaya solution for Small and Midsize businesses

AVAYA IP OFFICE
SIMPLE, RELIABLE, PROVEN SOLUTION
Proven Track Record of Success

 14 Million+ users worldwide
 500,000+ systems worldwide Global
 Avaya is #1 Worldwide Reach
- SME Systems*
 25% Lower Total Cost of Ownership
- Tolly Report

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AVAYA IP OFFICE™ PLATFORM

 What’s Happening in the Market

 How Avaya Makes Customers More Successful

 About Avaya IP Office

© 2016 Avaya Inc. All right reserved 2

 The leader in SME Telephony Systems at

© 2016 Avaya Inc. All right reserved 3

New Customers Focus on Rise of

Collaborate and Engage

© 2016 Avaya Inc. All right reserved 4

Workforce IT Trends IT Support

87% of business leaders Secure BYOD Limited IT staff

© 2016 Avaya Inc. All right reserved 5

Increased Productivity Enhanced Innovation

Cost Reduction Higher Retention

*Gallup: State of the American Workforce Report 2014

© 2016 Avaya Inc. All right reserved 6

“We have more

“Our people need to work from

“We are paying more for communications, but customer

© 2016 Avaya Inc. All right reserved 7

 Enable my mobile workers to engage with

 Make my team members more productive

 Deliver better customer engagement

 Lower my operating costs

 Greater system resiliency

 Simplify my administration requirements

© 2016 Avaya Inc. All right reserved 8

 Engage with your customers better

 Make team engagement more productive

 Control costs and save money

© 2016 Avaya Inc. All right reserved 9

 Powerful skills-based routing options to get calls to

© 2016 Avaya Inc. All right reserved 10

 Keep employees instantly in touch with ‘one-number reachability’

© 2016 Avaya Inc. All right reserved 11

 Lower mobile phone and telecommuter

© 2016 Avaya Inc. All right reserved 12

© 2016 Avaya Inc. All right reserved 13

Virtualized software, dedicated server, or appliance

The broadest range of endpoints Comprehensive UC and CC Solutions

© 2016 Avaya Inc. All right reserved 14

Datacenter  Call Control and IP or Digital Endpoints are on

 Built-in, always on security

© 2016 Avaya Inc. All right reserved 15

 Shift from CAPEX to OPEX expense model

© 2016 Avaya Inc. All right reserved 16

Up to 512 ports of meet-

Full site single # reach with IM,

Up to 3000 users &

Mobile UC access using

© 2016 Avaya Inc. All right reserved 17

For robust larger scale team, mobile, and customer

engagement with highly resilient software-based solution

For robust team, mobile, and customer engagement on a

For robust team, mobile, and customer engagement on a

For essential team and mobile engagement on a

Basic Edition For basic telephony on a simple-to-deploy appliance

© 2016 Avaya Inc. All right reserved 18

Choices Based On Job Function

Power User Officer Worker Basic User Receptionist

© 2016 Avaya Inc. All right reserved 19

9600 IP Desk Phones