Post on 17-Jan-2018
description
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AVAYA CLOUD SOLUTIONSDELIVERED BY BT WHOLESALE
SUMMARY SLIDES
22
Content
• Market and opportunity• The BTW Avaya Cloud Solutions foundation• Solutions opportunity• Key success elements• Commercial and delivery model• Engagement model
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AVAYA CLOUD SOLUTIONSContact Centre and Unified CommunicationsEnterprise grade functionality, scalability and service
Because our Hosted Communications Services are embedded within our dedicated next-generation network, we offer built-in
quality of service, security and resilience. It has all the advantages of the cloud, only better…
“”
Avaya Cloud solutions is part of Hosted Communication Services
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The market and driversEnd Customer Market:• Lack of systems
flexibility• Inability to respond to
new market needs• Reduce unexpected
costs• Constraints on capital• Increasing business risk• Reliance on scarce
skills• Concerns about
resilience and security
Channel Partner• Declining returns • Competition for
maintenance• Commoditisation of
support activity• Growth constraints• Constraints on
capital, risk and time
Cloud-based contact centre seats are expected to grow
at 24% compound annual growth rate from 2013 to 2016
DMG Consulting
56% of survey respondents currently use or plan to use collaboration through a software as a service (SaaS) deployment model Forrester
25% of surveyed companies utilise hosted services; of non-users,
47% are likely to use hosted services within the next 12 monthsFrost and Sullivan
Current market static/
declining
New Growth opportunities
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The Enterprise market for hosted UC and Contact Centre is large and growing rapidly
On premise
Hos
ted
On premise Hosted
UK Contact Centre Market
UK Unified Communications Market
700K contact centre agents in the target segment
5m PBX/ UC seats in the target segment
2014 2015 2016 20170
20406080
100120140160
Hosted Contact Centre
Hosted market growth
2014 2015 2016 20170
500
1000
1500
2000
2500
3000
Hosted UC
Hosted market growth
2017
2017
Limited Ethernet penetration
Mid-Market & Enterprise• 8000 target
businesses• Enterprise SLA• Enterprise Reseller
Channel• Reseller
differentiation
Remote/ mobile workers access via
enterprise VPN
Market Segmentation
<250 >250Employees per customer
Net
wor
k A
cces
s
Bro
adba
nd
Ethe
rnet
SME• 4.8m target businesses
• SME service proposition
• Volume Reseller Channel
• Standardised bundled offer
The UK target market
Avaya Cloud Solutions service is built on an Ethernet platform for an
enterprise class e2e SLA
8,000 UK business & government
customers with >250 employees
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How do we bring this together for you?
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The BTW and Avaya Cloud Solutions Foundation
• Follows Avaya 2 tier distribution model• Aligned to Avaya Connect program• Supports service and commercial differentiation by Channel Partners
Designed for Channel Partners
• Based on Avaya Cloud Reference Architecture.• Avaya Aura® Enterprise feature set supporting UC and Contact Centre
capabilities• Always current – alignment with GA calendar
Avaya Cloud Reference Architecture
• Portal based ordering reduces order time to 30 minutes• Avaya Control Manager transforms MAC management• Avaya Aura® HA architecture and integration within BT strategic voice
platform delivers carrier grade security and resilience
Simplicity, Resilience and Security
• True utility model – not based on licenses• Unique charging model reduces user costs by >50%• Channel Partners can manage utilization to optimize margin
Transformational commercial model
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Avaya Cloud Solutions enables the partner value-add opportunity
Handsets/ ancillaries
Access Network
Network CPE
Inbound Services
CR Archive Storage
Applications (CRM,
PCI, etc.)Business Consultanc
y LAN Assessmen
tManaged Services
BTWAvaya Cloud
Services
Ethernet services
Inbound services
Avaya CPE
Outbound minutes
BTW service
Partners
3rd party solutions
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Commitment:
– Agree joint volume/ financial objectives and a joint plan to achieve
– Minimum spend per new customer: £500 per month
– Spend under this contract will count towards Channel Partner accreditation under the Avaya Connect partner program
– Contract Term: The later of 1 year from the contract date and the conclusion of the last services for your last End Customer
Skills & Capabilities:
– Compliance with the competency model and credentials requirements for the service
– Undertake mandatory training
Support
– Channel Partners must undertake 1st line helpdesk (handle all Severity 4 requests)
– Channel Partners must undertake customer MACDs
– Outsource to approved providers possible
ACS is a corporate cloud solution. Partner skills, capabilities, accreditation and commitment are key:
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The ACS 2-Tier Model empowers partners to commercially and functionally address the market
• Tailored proposition for the Mid Market, Enterprise & Gov’t
• Aligned to Avaya distribution
• Support from Avaya Hi-Touch teams
• Fully aligned with Avaya Connect program
Channel Partner
Channel Partner
End Customer
Avaya Distributor
End Customer
End Customer
Channel Partner
BTW Cloud Provider
Distributor
• Commercial model is based on PUPM charging fees through the channel to the end customer
• NO capex for the channel partner – minimal onboarding costs for end customer
• A complete utility model
• 12 month commitment per new end customer
• UC volumes - based on the number of provisioned users
• CC volumes - based on a unique Average High Watermark model – this is UNIQUE!
Hosted Channel End EndAvaya Partner Customers Users
PUPM£ £
PUPM£ £
1111
ACS will deliver a best in class customer experience, streamlining and reducing costs to provision and manage
• Ordering the service is initially via a simple CRF and from summer 2015 via an online portal• Ordering time is reduced to <30 minutes and can be undertaken by an administrator• Configuring and MACs is undertaken via Avaya Control Manager through a single web
interface• This releases scarce Avaya skilled practitioners to focus on revenue generating activities
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The Avaya Cloud Solutions service model assumes a material role for channel partners
On-board Service Provider
Customer requirements
capture
Pre-provision customer
Configure and enable customer
Hosted Avaya
break/fix
WAN/LAN break/fix
1st Line Triage
1st line Help Desk & MACs
BTW/Avaya responsibility
Service Provider responsibility
Provision
In-Life
NB: BTW will not accept
Severity 4 calls
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Our structured programme to bring partners on board is in place
Partner Operational readiness
Engage Partner Understand proposition
Enable partner Forecast and joint plan agreed
Contract signed
Accredited partner
Confirmed commitment
Training-Sales Proposition/ in-
depth
Training – Technical Sales Product training
Establishment BTW ACS and CPE
Operational enablement: Provision, configuration, 1st line
support, fault management, process, resources, contacts
Establishment and On-board BTW
Ethernet
Partner in-life and sales
CampaignsProvision and
on-board customers
Sales
Technical SalesUC & CC in detailNumberingCPE, Network & InfrastructureCTI InterfacesBilling & Reporting
SalesPropositionUSPPricing strategiesHow to complete customer solution
Avaya Control Manager (ACM) training
ACM Service Provider platformAdd & configure usersDelegate responsibilityReports
Establish partner ACSSubmitted CRF
Establish partner – Ethernet
Establishment and On-board
Inbound
Establish partner – Inbound
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Cloud transforms the opportunity value and Total Cost of Ownership
PSTN
Traditional Sale
Cloud Sale
Most elements usually out of scope PBX Sale ££
BTW Inbound
SIPT
Premises PBX
ACS
ISDN
Ethernet
Cloud Sale £££
CALLS: Inbound and outbound calls on IP can
be cheaper
CLOUD: Hosted solution can improve resilience and flexibility
Cloud solution cost includes hosting
ACCESS: Flat monthly price for Ethernet, no
more ISDN..
Premises LAN and phones, no more Premises PBX
Outbound calls
Inbound
Outbound calls
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