Post on 10-Aug-2015
© 2013 Avaya Inc. All rights reserved. 2
Unique Challenges for Midmarket Businesses
Competing against larger, global enterprises
Highly mobile, distributed workforce
Rising customer expectations
Complex technology / limited resources
© 2013 Avaya Inc. All rights reserved. 3
Trends in the Midmarket
Contact Center is ranked 2nd in technology importance– Behind Telephony
& before Mobility
Customers
87% of business leaders believe collaboration improves productivity
Workforce
Midmarket top initiative: improve processes & technology
IT
© 2013 Avaya Inc. All rights reserved. 4
How Midmarket Companies Plan to Drive Success
45% evaluating or will purchase Mobility technology within 18 months
Mobile / Remote Workforce
34% will add multichannel contact center within 12 months
Customer Interactions
43% evaluating or will purchase video collaboration solution within 18 months
Collaboration
© 2013 Avaya Inc. All rights reserved. 6
The Avaya IP Office™ Platform
A Simple, Powerful Collaboration Solution
Supports the broadest range of endpoints
© 2013 Avaya Inc. All rights reserved. 7
Did you know that IP Office has…
single # reach with IM, directory, and
conference control
Integrated web collaboration
Web-based management
Full siteresiliency without additional licensing
Up to 3000 users &150 locations
Call recording and playback
Mobile UC access using PSTN and VoIP
networks
Up to 512 ports of meet-me
audio conferencing
© 2013 Avaya Inc. All rights reserved. 8
Contact Center Collaboration
Security Networking
Avaya Midmarket Collaboration SolutionA complete solution for midsize businesses
© 2013 Avaya Inc. All rights reserved. 9
Visual Voice Mail
Wi-Fi, 3G/4G Connectivity
✓
✓
IM/Presence
Geo-Presence
Conference Controls
Callback
Follow a user
✓
✓
✓
✓
✓
Locate peers anywhere, anytime to make decisions in real time
Avaya Complete Collaboration SolutionMobile Access Anywhere
Use cellular, WiFi, 3G/4G
1-click deploy or install
Control your conferences
© 2013 Avaya Inc. All rights reserved. 10
Avaya Complete Collaboration SolutionCommunications Enable Your Desktop (UC)
Embed communications in popular desktop apps
IM / Presence for office and mobile workers
Manage communications from the desktop while working remote
© 2013 Avaya Inc. All rights reserved. 11
Avaya Complete Collaboration SolutionVideo Collaboration for Everyone
Click to join
Choose your device
Connect with anyone
© 2013 Avaya Inc. All rights reserved. 12
Avaya Complete Collaboration SolutionScalable Networking
Enterprise features at a midmarket price
Works better with Avaya
Lifetime warranty
© 2013 Avaya Inc. All rights reserved. 13
Avaya Complete Collaboration SolutionContact Center Solutions
Full multimedia customer access (voice, email, chat, SMS, fax)
Single and multi-site deployments
Up to 250 agents
© 2013 Avaya Inc. All rights reserved. 14
Avaya Complete Collaboration SolutionAdvanced SIP Security
Protect SIP Trunks
Secure remote endpoints
Active packet inspection
Firewall
Layer 3 attack
IDS / IPS
Layer 4 attack
O/S attack
Application attack
SIP attacks – DDoS, spoofing
Toll fraud – call walking, stealth attacks
Media anomalies
Designed for your network protection, not the Service Provider’s
© 2013 Avaya Inc. All rights reserved. 15
IF(identity = HR employee)
AND IF(device = corp laptop)
AND IF(medium = wired)
THEN GRANTFULL ACCESS
IF(identity = HR employee)
AND IF(device = personal iPad)
AND IF(medium = wireless)
THEN GRANTLIMITED ACCESS
Avaya Complete Collaboration SolutionAccess Based on User, Device & Location Identity
NO PER USER LICENSE NO PER DEVICE LICENSE
Employee withcorporate laptop
Employee withpersonal iPad
© 2013 Avaya Inc. All rights reserved. 17
A Day in the LifeServing Customers Faster and Smarter
Multichannel Contact CenterAvaya IP Office Contact CenterAvaya Contact Center Select
Customer has product issue
Contacts Supplier via web chat
CC Agent escalates to voice call
Checks availability of Account Rep via Presence
Built-in Audio ConferencingAvaya IP Office™ Platform
Ad hoc conference call to discuss issue in more detail
© 2013 Avaya Inc. All rights reserved. 18
A Day in the LifeServing Customers Faster and Smarter
UC: IM / PresenceAvaya one-X® Mobile PreferredAvaya Communicator
CC Agent checks Product Mgr. presence
Sends IM to available PM to discuss issue
Product Manager launches video meeting to review product schematic
Avaya Video CollaborationAvaya Scopia®
Product Manager resolves issue
© 2013 Avaya Inc. All rights reserved. 19
A Day in the LifeServing Customers Faster and Smarter
CC Agent locates closest Service Tech via Geo Presence
Agent IMs with Service Tech
Emails product schematic to Tech
Service Tech sets appointment to visit customer within 3 hours
UC: IM / Geo- PresenceAvaya one-X® Mobile PreferredAvaya Communicator
UC: IM / Email IntegrationAvaya one-X® Mobile Preferred
Avaya IP Office™ Platform
© 2013 Avaya Inc. All rights reserved. 20
A Day in the LifeSummary
IP Office Contact Center
Avaya Contact Center Select
Customer Interactions
Avaya one-X® Portal
Avaya one-X® Mobile
Avaya Communicator
Unified Communications
Avaya Scopia®
Audio Conferencing
Collaboration
© 2013 Avaya Inc. All rights reserved. 2222
How Avaya’s Solution Approach Benefits Your Business
Streamlines Implementation &
Ongoing ManagementReduces CAPEX/OPEX
Makes Efficient Use of IT Resources
Delivers the Fastest Return on Investment
Proven to Improve Productivity/Efficiency and Customer Service
Ensures Seamless Integration of Solution
Elements
Solves for Your Most Critical Collaboration
Challenges
Powerful, Flexible, Simple, Affordable
© 2013 Avaya Inc. All rights reserved. 2323
What the Press, Analysts and Our PartnersAre Saying..
“With the release of IP Office 9.0, the company completes its journey from its once SMB-
focused IP telephony platform into the midsized business market.”
– Robert Dutt, Channelnomics
“IP Office was a simple PBX, but today represents a fairly comprehensive platform with
rich components for mobility, security, video, and networking along with rich applications for
contact center and conferencing.” - Dave Michels, Unified Communications Strategies
“This week Avaya announced that with the 9.0 software release of IP Office, its
UC platform designed for SMBs, scalability has been upped from 1,000 to
2,000 users……IP Office is now even better positioned for the midmarket.”
- Brian Riggs, Ovum
“Avaya can now cast a much wider net when selling into the midmarket.”
– Kristin Bent, CRN
“IP Office helps growing organizations with added capacity, without limitations
in features and functionality.” - Bill Xydias, Integration Partners
© 2013 Avaya Inc. All rights reserved. 2424
A Comprehensive Solution for the Midmarket
Innovative, validated solutions
Focused on real-time communications and optimal customer interactions
Single support model
Significantly reduced CAPEX / OPEX
Worldwide network of certified partners