Customer Presentation Ip Office R5

Avaya IP Office:Simple, Powerful Communications for Small Business

Donny Allison

Senior Account Executive

© 2009 Avaya Inc. All rights reserved. 2

For Discussion Today

What IP Office Is

How IP Office Serves

Customers and Staff

What Customers Are Saying

Why Now – See

Immediate Return


What IP Office Is


Customers and Staff


Why Now – See

Immediate Return

© 2009 Avaya Inc. All rights reserved.4

IP OfficeA Simple, Power Unified Communication Solution

© 2009 Avaya Inc. All rights reserved.

COMMUNICATIONS APPLICATIONS

COMMUNICATIONS DEVICE

COMMUNICATIONS TRANSORT

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So What Exactly Gets “Unified”?

INFORMATION


Unify What May Be Broken

•Customers unable to reach the right person for an answer

•Employee stuck at home and completely unproductive

•Staff give out personal phone numbers

•You have no idea how many client calls you’ve missed


What IP Office Is


Customers and Staff


Why Now – See

Immediate Return


Enable All EmployeesTo Easily Connect With Customers

IP OFFICE ESSENTIAL EDITION

• Businesses expecting <30 total users on the system over next five years

• Seeking “Must haves” of communications

IP OFFICE PREFERRED EDITION

• Businesses with >25 users or smaller businesses expecting growth over the next five years

• Seeking a boost across the organization in responsiveness and professionalism

IP OFFICE ADVANCED EDITION

• Businesses with a dedicated customer service staff

• Seeking ways to keep customers loyal and to drive exceptional levels of service


Empower Specialized Workgroups To Effectively Serve Clients/Customers

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IP OFFICETELEWORKER

• Works on pc/laptop• Full-time from home

IP OFFCEMOBILE WORKER

• Have cell phones• Work “on the road”

IP OFFICEPOWER USER

• Laptop & Cell Phone• Need to work from

anywhere

IP OFFCERECEPTIONIST

• Works switchboard• Can manage multiple

sites from anywhere

IP OFFICECUSTOMER SERVICE AGENT

• Works on pc/laptop• Delivers helpdesk or

service support

IP OFFICECUSTOMER SERVICE

SUPERVISOR

• Works on pc/laptop• Manages and tracks

service activity


Ensure You Have What You NeedTo Control Costs

Lower cell phone/long

distance bills

Handle more calls with fewer people

Expand talent pool without increasing

real estate

Eliminate conference calling

fees

Centralize Administration


Easily Manage IP Office Every DayOr When The Unexpected Happens

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Swiftly Deploy

Customized Features

Seamlessly Integrate Business

Applications

Easy to add or move phones

Manage your system

from anywhere

Built-in Resiliency

Advanced, Remote

Diagnostics

Proactive Alarming


What IP Office Is


Customers and Staff


Why Now – See

Immediate Return


A Real Example Of Driving Productivity

• Highly competitive industry

• Wanted customer service improvements

• Attract & retain high quality employees

• Transportation services • 300 cities worldwide• Burlington, MA is HQ

• 21 employees• Two full-time remote workers


12 Person Boston-Based Limo ServiceDrives Productivity Around The World


Other Examples …

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What IP Office Is


Customers and Staff


Why Now – See

Immediate Return


Avaya IP OfficeIllustration: The Return on Investment

www.avaya.com/ipofficeroi

http://www.avaya.com/ipofficeroi


Financing Options

Buy Lease

Finance


Avaya IP OfficeSimple, Powerful Communications

Simple to use and to manage

Empowers your people to deliver faster, more professionally

Enables customer service interactions to be transformed, measured and tracked

Helps ensure business continuity and room for growth

Measurably reduces costs

Easy to buy … for your budget

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thank you

Donny Allison

[email protected]

877-923-6266 ext 310

mailto:[email protected]

Planned Release as of 6/18/09; Subject to change

Avaya IP Office

IP Office 500 Communications Server

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Up to 384 users Just add as you grow

Network up to 32 sites Proprietary OS; No moving parts

Modular ScalableReliable

Go pure IP or the right mix you desire Get IP value only where you need it Save energy where you don’t need IP

Versatile &

“Green”

Hybrid Technology

Complete set of menu-driven tools, including audit trails Administer moves, adds or changes – locally or remotely Real-time remote diagnostics made easy Get IP Office alarms via SNMP and E-mail

Easy to Manage

Auto call distribution to customized routes Auto validation and error-checking Integrated, customizable firewall & router Open; Easy to integrate with other applications

Smart,Built-in Value

Built-in

64 PartyX2

Conference Bridge

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Avaya IP Office Wide Range Of Desk Phones

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5402

5410

5420

Digital P

hones

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1603

1608

1616

5610& VPN

5621& VPN

IP P

honesAdd software license and these phones become VPN links to the main system.


Avaya IP Office Group Collaboration

Essential Edition

Profile: Businesses that need only basic collaboration capabilities across

their organization

Function:

Adds voice messaging and basic auto attendant: Voicemail box for all employees on the system; ability to send

voicemail to email Automated attendants can be programmed for basic routing of

incoming calls Dial By Name - Using your internal directory, callers can easily

search the person they wish to connect with via touch tone.

Value: Provides the basic set of communications needs in today’s

business world

List Price:

$795 per system

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Essen

tial

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Preferred Edition

Profile: Businesses that seek greater speed of response and ease for all

staff interactions

Function:

Everything in the Essential Edition plus: Secure “Meet Me” Conferencing – Users can host their own conference

calls with personal pin codes – up to 64 parties in total. Automated call routing – Multiple and multi-level as well as conditional

routing to ensure that the right person gets the call. Call recording to a voicemail box – Automatic and on demand ability to

record incoming or outgoing calls that you pre-set based on need for a specific frequency or that you enable instantly with the push of a button.

Flexible programming via a graphical user interface – makes customizable call routing changes to your business easy and quick to implement.

Value:

Prioritize how you treat your best customers and even greet them with personal messages.

Collaborate easily with your staff or and reduce or eliminate external conference costs.

Ensure fast response to messages

List Price: $2,395 per system

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Preferred

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Advanced Edition

Profile: Businesses that require high levels of effective and efficient

customer service, as well as the ability to monitor and analyze what those levels are

Function:

Requires purchase of Preferred Edition as pre-requisite: Track and measure customer service and agent productivity – through an

easy to use single screen browser interface. Record customer calls – to a dedicated storage facility enabling you to

seamlessly search and replay any conversation Ability to access information, check status of orders, and more using

integrated voice response services. Enable customers to request information and/or complete surveys.

Retrieval of responses is as simple as listening to a voicemail message.

Value:

Increase your knowledge about customers, their experience and improve service

Provide customers 24/7 access to information and services – with customized automated self help

Allocate your most valuable resource – your employees – to your most valued asset – your customers.

List Price:

$2,895 per system–Requires Preferred Edition @ $2,395–Includes 1 Supervisor license

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Ad

vanced

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Avaya IP Office

Connects Multiple Sites In Small Communities

Profile: For enterprises with more than one site that want to ensure

all sites feel “connected”

Function:

Connects systems (up to 32 per cluster for telephony and voice messaging) together using industry standard methods.

Employees capabilities across locations – easy 3 or 4 digit dialing, presence, paging, distributed call routing and multi-site “hot desking” on digital, analog or IP phones.

Control reception of all calls across all sites from one location.

Value:

Extend communications to remote locations - enables separate locations to operate as a single site, transparently.

Increase customer satisfaction while enhancing collaboration among employees

Improve mobility and productivity Save on calling costs – enables you to eliminate site-to-site calls

and effectively access the site with the best calling plan for all.

List Price:

$695 per system/site (includes up to 4 channels)–Each additional 4 channels is $695

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MU

LTI-S

ITE

OP

TIO

NS

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Avaya IP Office User Productivity

Mobile Worker Solution

Profile: Employees who do not have laptops but are

on the road using mobile devices

Function:

Delivers ability to work from on the road Delivers one number access to mobile device with

call control as if “in the office” Turn any office phone at any site into your office

phone (Requires Multi-site option) * Roam the office / warehouse wirelessly

Value:

Your field sales and services staff need to be as responsive to your customers and each other as possible.

This solution enables them to never miss a call and to stay in control and connected while on the road.

List Price:

$89/seat* To enable warehouse roaming,

simply add a wireless IP phone.

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MOBILE WORKER

Volume discounts: 10% off* @ 5 seats20% off* @20 seats

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TeleWorker Solution

Profile: Employees who work from home full time

Function:

Delivers ability to hire staff any where With an IP phone and Internet connection,

user will be an extension of the main office. Calls flow via your network and the Internet so

there is no additional home worker phone bill expense.

Additional software enables user to leverage PSTN whenever bandwidth is compromised via telecommuter mode.

Value:

Hire the right person, no matter where they’re located. Make them feel connected.

Streamline real estate and facilities costs with full-time remote workers

Save money and enable business continuity.

List Price: $149/seat* Requires purchase of

5610 or 5621 IP desk phone

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TELE-WORKER


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Power User Solution

Profile: Employees who have laptops

Function:

Delivers ability to work from anywhere One number reach with ability to call control from

mobile phone. Turn any phone into your office phone Host your own conference calls See, click and connect – manage all your calls –

whether in the office or working remotely Save on calling costs when traveling abroad Turn IP desk phone into remote office.

Value:

Power users are the people you have invested in to think, share their ideas and deliver for your customers.

This solution ensures you enhance their ability to respond quickly and maximize their individual productivity; no matter where they are.

List Price:

$169/seat*

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POWERUSER


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Receptionist Solution

Profile: Any office receptionist with a PC

Function:

Delivers ability to remotely control calling and connect anyone across all sites

Visual PC interface for call fast handling –operators see everyone’s call status

Manage calls for multiple sites– answering and transferring calls throughout the network

Share a single receptionist across multiple locations and/or businesses

Value:

Professional service for your customers Consolidate reception to one site; redeploy the

resources to do other work Efficient call handling Speed, simplicity and flexibility

List Price: $599/seat

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RECEPTIONIST

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Customer Service Agent Solution

Profile: Any employee who fields customer service

calls and requests

Function:

Delivers ability to efficiently and effectively service customer calls

Be informed and respond to business needs – through a browser based client

Enables agent to see his/her own performance

Value: Enables sales, service or other departments to

quickly, intelligently respond to customer inquiries.

List Price: $349 per seat

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AGENT

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Customer Service Supervisor Solution

Profile: Customer service supervisor

Function:

Delivers ability to track, measure and create custom reports for agent productivity

Easy to use browser interface Customize views with only relevant data –

Supervisors can personalize statistics Keep informed of the most critical business

cares –choose from over 10 alarm statistics and fine-tune threshold levels at any time responding to current conditions.

Save time creating reports – drag and drop reporting with built-in templates

Value:

Ability to find problems or opportunities for the business with real data on how you are serving customers

List Price: One license included in Advanced Package

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SUPERVISOR

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Avaya IP Office

Application Partners - Examples

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Appointment Reminders

Call Accounting

Customer Phone Applications

Communications Accessibility

Fax Server

Directory

• Keeps doctors, lawyers, etc. calendars booked• Frees up time, Prevents no-shows, Saves Money

• Tracks phone calls & identifies fraudulent usage• Enables bill backs, measures effectiveness

• Excellent for hotels; wherever usage needs customization• Differentiates service, improves efficiency

• Enables business to serve/employ people with disabilities • Access larger labor and customer pool, drive loyalty

• Consolidates lines & automates fax operations• Speeds response, makes it easy for clients

• “Screen pop” with call – caller’s detailed information• Personalized customer service, speeds response

http://www.avaya.com/gcm/master-usa/en-us/partnerecosystem/innovationguide/index.htm







Telephone system: “far too basic” – Difficult for customers or suppliers to reach

employees as they were seldom at a desk

Needed to conduct business remotely, on the road and at home

“With our Avaya system, it’s easy to keep in touch with customers, suppliers and employees, whether I’m at Magic Beans or at home with my children.”

-- Sheri Gurock, President

60 Person Retail Firm In BostonGets Magic Touch Across 3 Locations

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alle

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Speedy responsiveness among staff and between staff and customers

Never misses important calls Reduced local call costs

Val

ue


$30,000/year in LD savings “Immense” productivity gains Significant revenue impact

through customer data capture and service

High communications costs for remote & mobile workers

Difficulty connecting with remote workers

“Annual cost savings have been really impressive. Communications from and to our customers is simple and seamless, and we have great connectivity with each other through 4-digit dialing in-house and to remote sites…”

Stacey Gardella, Administrative Services Manager, Spraylat

35 Person Manufacturer In NYAssembles Savings And Controls It’s Key Parts

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10-year ROI of $195,000 Streamlined call routing

improves patient care, staff efficiency

Productivity increases through messaging /automated fax handling

Lack of capacity to handle needs of growing practice

Difficulty communicating between locations “We are very pleased with

the way IP Office has helped us improve and fine-tune so many of the processes in this medical practice. We can serve patients better, and we can organize and prioritize our work more effectively…”

Gairy Rahat, IT Director, Urology Associates

Medical Practice in NYStreamlines Patient Care

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15% increase in billable time Ability to consolidate 3

receptionist roles to operate from one location Redeploy 2 resources

Lower maintenance costs

Previous system was replaced after several months

Sought reliability, client satisfaction and cost savings “We need the best for our

customers, and with the Avaya system, I’d say we have it. We’re a service business, which means we are dependent on people being able to reach us. If that doesn’t exist, we might as well close our doors.”

Joseph P. Manzelli, CPA, CITP Director, Fuoco Group LLP

CPA Services Across 3 LocationsEnsures Reliable Client Service

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Customers: Petcare service in KYWhat They're Saying About IP Office

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“Doctors who are mobile can send their detailed voice remarks to the medical facility via e-mail. This ensures complex information about clients' pets is accurately communicated, and it's another way to make sure clients' pets are well cared for…”

Ray Stamper Co-owner, Pet Wow

Integrated contact center delivering efficient call handling, seamless access and satisfied clients

Mobile hospital with VPN Vets prepared with details before sick

pet arrives Two full time tele-workers $200k+ savings a year

3 sites disconnected by 3 old phone systems

Lack of efficiency & speed for it’s 30,000 customers

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Resilient SCN - Same or Remote Locations

Resilient SCN Provides; Transparency for most used features Resilient user & hunt groups Back up system for Voicemail Pro Resilient network topologies No idle hardware required

Systems A & B share information Users & Hunt groups IP Extension (Including DHCP) Personal contacts/Call Log (1600) Licenses associated to users Simple activation (just 3 check boxes)

New

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Customer Presentation Ip Office R5

Technology

Transcript of Customer Presentation Ip Office R5