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Avaya Global Services
Intelligent Branch Solution
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
1
Services Continuum
Centralized Branch Model
Ongoing Solution Support
Solution Implementation
Planning & Design
FCE Feasibility and Planning
reduces risk by measuring
business benefits versus cost of
an FCE solution up-front
Standard Implementation
Package includes local project
management, solution analysis,
design, testing, & installation
IP Network Readiness Services
ensures the LAN/WAN is capable
of supporting IPT across all
locations
Full Implementation Package
Standard plus assessments,
station installation and
placement, Remote Help Desk
and after hours cutover support
Security Consulting & Hardening
VoIP vulnerability assessment,
application security & regulatory
compliance
Premium Implementation
Package Full plus complex
routing/networking, third-party
vendor engagement, and more
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
Software Support Plus
Upgrades includes24x7 support
and an upgrade subscription for
3 years
Hardware Maintenance provides
proactive and preventive
alarming and remote resolution
IP Support Services provides
support for converged
environments & proactive
software updates
Managed Services ensures ontime, on-budget deployment &
predictable communication
application management costs
2
Services Continuum
Distributed Branch Model
Ongoing Solution Support
Solution Implementation
Planning & Design
IP Network Readiness Services
ensures the LAN/WAN is capable
of supporting IPT across all
locations
Security Consulting & Hardening
VoIP vulnerability assessment,
application security & regulatory
compliance
Standard Implementation
Package includes local project
management, solution analysis,
design, testing, & installation
Full Implementation Package
Standard plus assessments,
station installation and
placement, Remote Help Desk
and after hours cutover support
Premium Implementation
Package Full plus complex
routing/networking, third-party
vendor engagement, and more
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
Software Support Plus
Upgrades includes24x7 support
and an upgrade subscription for
3 years
Hardware Maintenance provides
proactive and preventive
alarming and remote resolution
Secure Access & Control
enhances the security
associated with remote services
Managed Services ensures ontime, on-budget deployment &
predictable communication
application management costs
3
Services Continuum
Retail Store Solution
Ongoing Solution Support
Solution Implementation
Planning & Design
IP Network Readiness Services
ensures the LAN/WAN is
capable of supporting IPT
across all locations
Specialist Connect for Retailers
new software powers a unique
“find the expert” feature from
the Motorola CA50 VoIPenabled scanner
FCE Feasibility and Planning
reduces risk by measuring
business benefits versus cost
of an FCE solution up-front
Virtual Sales Assistant contact
center agents as ‘virtual instore’ sales reps through the
use of Avaya IP Phones
Implementation Service
Packages includes program
management, network
readiness & deployment
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
Software Support Plus
Upgrades includes24x7 support
and an upgrade subscription for
3 years
Hardware Maintenance provides
proactive and preventive
alarming and remote resolution
IP Support Services provides
support for converged
environments & proactive
software updates
Managed Services ensures ontime, on-budget deployment &
predictable communication
application management costs
4
Services Continuum
Branch Banking Solution
Ongoing Solution Support
Solution Implementation
Planning & Design
IP Network Readiness Services
ensures the LAN/WAN is capable
of supporting IPT across all
locations
Standard Implementation
Package includes local project
management, solution analysis,
design, testing, & installation
FCE Feasibility and Planning
reduces risk by measuring
business benefits versus cost of
an FCE solution up-front
Full Implementation Package
Standard plus assessments,
station installation and
placement, Remote Help Desk
and after hours cutover support
Security Consulting & Hardening
VoIP vulnerability assessment,
application security & regulatory
compliance
Premium Implementation
Package Full plus complex
routing/networking, third-party
vendor engagement, and more
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
Software Support Plus
Upgrades includes24x7 support
and an upgrade subscription for
3 years
Hardware Maintenance provides
proactive and preventive
alarming and remote resolution
IP Support Services provides
support for converged
environments & proactive
software updates
Managed Services ensures ontime, on-budget deployment &
predictable communication
application management costs
5
FCE Service Chain
A Clear Path to a Centralized Branch Solution
Assess the technical and financial feasibility
Plan for the required technology and operational changes
Validate and install the technical solution
Enables
Leads to
Feasibility
Study
Planning
Implementation
(Trial)
Implementation
(Production)
Supports
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
6
Avaya CSI Branch Services Highlights
Program Management – Management of complex, multivendor technology solutions to ensure a successful
deployment and reduce your client’s risk
IP Network Readiness Assessment Sampling - Onsite
readiness assessment (15 sites) to ensure that critical
network elements will support deployment of an IP
Telephony solution
Software Profile Creation - Standardized configurations to
simplify user experience and ongoing administration
Staging - Software load & test that simulates parameters for
the customer’s environment
Deployment - Capability and processes for consistent, high
quality delivery of branch implementations
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
7
Global Program Management
Ensuring smooth and timely deployment
Complete on
time, on budget
delivery
Enable global
resource planning
& coordination
Accomplish
consistency
& quality
Program
Manager
Reduce cost &
minimize risk
Allow you to
sleep at night
© 2007 Avaya Inc. All rights reserved.
Improve the
efficiency of ALL
team members
Manage complex,
multi-vendor
integrations
Focus on core
business
Avaya – Confidential.
8
Branch Security
Industry Driver: Regulatory Compliance
Gramm-Leach- Bliley
Act (GLBA)
SEC Rules
17a-3 and 17a-4
Privacy of financial
information
Fiscal accountability for all
public companies
Basel II
All records related to
securities transactions to be
maintained for 3 years
Health Insurance
Portability and Accountability Act
(HIPAA)
Right to carry insurance
between jobs; privacy
of patient information
Sarbanes-Oxley
COMPLIANCE
For Communications
Capital assessment
and reporting standards
for global banking
USA PATRIOT Act
Customer documentation
requirements to
“know your customer”
CA SB 1386
Do-Not-Call
Mandates public disclosure of
computer-security breaches for
any California resident.
FTC-managed list of
consumers who do not want to
be targeted by telemarketing
calls.
Source: Meta Group
Gartner predicts that enterprises that choose one-off solutions to each regulatory challenge or
deadline they face will spend 10 times more on compliance projects than their counterparts that
view compliance initiatives in a more holistic perspective.
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
9
Avaya VoIP
Security
Security
Consulting
Communications
System Security
 Vulnerability
Assessment
Security Hardening
PBX
 Policy Review &
Development
CMS
Intuity Audix
 Secure Architecture
& Design
Map D
PBX Toll Fraud
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
10
System Management Branch Solution
- Integrated Management Suite
Management
© 2007 Avaya Inc. All rights reserved.
Consult and design solution to
tailored to their environment
Multi-site administration is a
client-server based application
providing centralized
management for all branch
offices
Provisioning and network
management to simplify the
deployment, configuration and
ongoing maintenance of media
gateways and converged
devices
Knowledge transfer and
workshops delivered by subject
matter experts
Avaya – Confidential.
11
Support Options (NAR Only)
Single
Point of
Contact
Provides customers a single number to call
regarding all operational support for
technical faults across multiple
Avaya applications
Agency
Provides centralized trouble reporting for
network and facilities trouble
resolution????
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
12
Software Support Plus Upgrades
Highest Value Option for Ongoing Support
Upgrade
Subscription
Hardware
Maintenance
Options
Saves customers 25-35%
in upgrade costs alone
24x7 Support of
Applications for
Major Troubles
Holistic support, access to updates,
local in-language support
from 6,000 experts
Proactive support via EXPERT Systems;
Spectrum of options for coverage
Software Support
Plus Upgrades
Comprehensive
Technical Tools
and Guides
Newly improved search engine,
improved technical guide resources
New Web-based
tools
Access to Service
Packs
Ticketing, online ticket status,
access to diagnostic tools
used by Avaya engineers
Bi-monthly Service Packs, highly tested, easy to track
and implement, higher quality and security
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
13
Avaya EXPERT Systems
SM
Diagnostic Tools
A Key Benefit for Selecting
Avaya Hardware Maintenance Support
Unique in the Industry for its power
and effectiveness
Contains 30,000+ artificial intelligence algorithms
that perform rapid diagnostics for identifying and
resolving potential voice system issues before
they cause outages or degrade performance
Maximizes uptime – 98% of system-generated
alarms are resolved remotely
Backed by 28 Global Services Delivery Centers
and more than 6,000 technical support
professionals, EXPERT SystemsSM monitors
24x7x365, handling over 600,000 alarms per year
Customers experience 73% fewer major outages
when remotely monitored by EXPERT Systems
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
“Business leaders tell us that
while reducing operational
expense is always a welcome
benefit, the ultimate measure
of value from maintenance
support is ensuring total
communications availability.
Avaya’s combination of
software and hardware
support backed by EXPERT
Systems represents a ‘Gold
Standard of Protection’ in the
industry.”
Bruce Clark
Intellicom Analytics
14
IP Support Services for Communication Manager*
Software Release
Management
Proactive notification
and implementation of
product updates for
Avaya systems
Proactive IP
Support
Remote Managed
Services for IPT
Remote Support
Services
for Communications
Process Manager
Adds Performance
(QoS) Monitoring,
Performance
Reporting, Technical
Consulting, Agency
and
Move/Add/Change
Proactive monitoring
and case
management of
Communication
Process Manager
solutions
Proactive fault
monitoring of the
converged network for
voice and data
Builds Upon
Product Support
Options:
Full Coverage,
Remote,
Remote + Parts
© 2007 Avaya Inc. All rights reserved.
Transitioning
To:
Software
Support/Software
Support Plus
Upgrades
Hardware
Maintenance
*IPSS not yet available for Avaya Distributed Office
Avaya – Confidential.
15
Global Delivery Support Centers
Providing Best-in-Class 24x7 Support
Remote Monitoring, Diagnostics, & Trouble Resolution
6000 services professionals, 28 combined network operations and technical support centers via
EXPERT SystemsSM watching over customers and supporting partners with round-the-clock support
UK
Russia
Netherlands
Redmond
Canada
Denver
Belgium
Germany
France
Chelmsford
Switzerland
Spain
Milpitas
Hungary
Japan
Austria
China
Italy
India
Coppell
St. Pete
Avaya Currently Supports:
Mexico
Columbia
Brazil
Argentina
© 2007 Avaya Inc. All rights reserved.
Hong Kong
20+M Avaya ports
Singapore
380,000 multi-vendor PBX ports
3,000,000 voice mailboxes for
service providers
690,000 voice mailboxes for
enterprises
97,000 multi-vendor voice mailboxes
140,000 multi-vendor routers,
switches
and
servers
Avaya – Proprietary
& Confidential.
Under
NDA
Avaya – Confidential.
Australia
16
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End-to-End Management
of the Entire Communication Strategy
Consultative Approach
through upfront assessment
Value
Assist Retailers in
transitioning their operations
People
Process
Customer
Value
Defined Solution Process:
– Reduces complexity & risk
– Flexible to meet changing
business needs
GMS Serviced
& Solutions
Engagement
Process
Technology
Assurance
– Provides measurable
business benefits
Business
Model
Managed
Services
Assessment
© 2007 Avaya Inc. All rights reserved.
Transition
Transformation
Avaya – Confidential.
Service
Delivery
Enterprise
Mgmt &
Governance
Converged
Applications
17
Communications Solution Assessment
Business
View
Technology
View
Services
View
Goals and Strategy
Network Assessment
Process Analysis
Communication
Inventory
Service Component
Recommendations
Business Case
Organizational Impacts
and Deployment
Considerations
Staffing and Roles
Migration Path
Service Requirements
Technology Roadmap
Customization
Key drivers in the Enterprise must be aligned to realize the communication objectives
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
18
Eliminating Branch Pain Points
Managed Services Value
Project Scope, Impact Analysis,
Business Case and ROI
Reduced Complexity & Risk
Single Point of Contact
and Accountability for Avaya
and Third-party Vendors
Quality Assurance
Program & Vendor Management
Maximization of Technology
Investments
Global Governance
Large Complex IP
Telephony Deployments
Large Complex
Contact Center Solutions
Distributed, multi-store with
2500 IP Endpoints or higher
Total Contact Center suite
management
Large scale multi-store
distributed deployments
Looking to leverage IP
Telephony to:
Distributed, multi-location
with 150 agents or higher
Legacy migrations and
enterprise platform
consolidation
– Enable new business
applications
– Solve business problems
© 2007 Avaya Inc. All rights reserved.
Customers overwhelmed by
complexity of large complex
contact centers
Avaya – Confidential.
Messaging Base Migration
and Account Up-sell
19
Back-up
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
20
Delivering High Volume
Branch Solutions
Created an entirely new internal process
for design, quote, order, implementation
Implemented a Master program/project
schedule across all sites, key tasks, and
roles
Replaced dozens of internal throw-catch
handoffs with Pull-based workflow
Generates Automated notifications and
alerts for pending and past due work
Provides project-specific and programwide customer status dashboard
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
What’s Different ?
Avaya has put in place
optimized processes for
consistent, high quality
delivery of high volume
branch implementations
21
Delivering High Volume
Branch Solutions (Cont’d)
Customer signature on PO/Order Form
for “batches” of sites
Master program Statement of Work rather
than site-specific work
Tight integration between customer and
Avaya program management
Dedicated program resources with
customer-specific expertise and
experience
Staging with software load & test that
simulates parameters for the
customer’s environment
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
What’s Different ?
Avaya has put in place
the processes for
consistent, high quality
delivery of high volume
branch implementations
22