IP Office Platform Customer Presentation R11

AVAYA IP OFFICE™ PLATFORM
CUSTOMER PRESENTATION
©
© 2016
2018 Avaya
Avaya Inc.
Inc. All
All right
rightsreserved
reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy.
AGENDA
 What’s Happening in the Market

 Solution Overview
 How Avaya Makes Customers
More Successful
 About Avaya IP Office
© 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 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 the

with New Needs Customer Experience Mobile 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
40% of information optimization 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 efficiency  Engaged employees bring out creative
ideas engage their customers and their
 Improves the customer experience by not employees, they experience a
missing calls - which can result in loss of  Increased innovation drives new ideas and
business future growth
 Improves sales - making payroll achievable

each month
Cost Reduction
 Innovation means you can now close a
deal from anywhere
Higher Retention
240%
boost in performance-related
business outcomes compared to
 Remote employees reduce real estate =  Highly engaged employees are less likely an organization with neither
higher retention to leave
engaged employees nor
 Reduce maintenance, increase uptime  Higher retention reduces 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
customers: anywhere:
 Call handling, messaging,
conferencing, presence,  Uses the methods they  Integrates with your
IM, and much more want – voice, SMS, web mobile, find me /
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
 Call Control and IP or Digital Endpoints
are on premise - Add UC and CC Datacenter
solutions via cloud
 Current IP Office premise-based IP Office (UC) UC/CC apps
system, can add UC and CC as Opex
 Fully resilient:
– Cloud to cloud
– Cloud to premise On-Premise
– Premise to cloud Endpoints
– Premise to premise IP Office
(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

audio conferencing
Call recording 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
engagement with highly resilient software-based solution
Single code base. Easily scales
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 Value-Based Telephony
*J169 & J179 IP Desk Phones
J179: Color J169: New Design,

Display, WiFi, BT, Ideal for Everyday
Perfect for User, Replaces
Knowledge Worker 9608G / 9611G 1600 IP Desk Phones
Key-System Like Operation
Paper Button Labels
3, 8, and 16-button options
H175 videoconference phone Wireless Conference Phones

7” touchscreen
Cordless handset
Bluetooth DECT & Wi-Fi Sets B100 Series Phones
Detachable camera
Small to large coverage areas Avaya OmniSound Technology

Standard and ruggedized options Super Wideband Audio
Analog or IP
Conference rooms and executive suites
*they will be available post R11 with a service pack update

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 Server Edition and 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 to remote sales reps Did you know?
 Stay connected at the desk, on the • 69% of people who call a
sales floor, in the warehouse business will hang up rather
than leave a message1
 Embed communications in the • 40-50% of cellular calls are
applications you already have: SFDC, made and received while the
Outlook, Office 365, Gmail, Skype for user is in the office and in
business, Lync… range of Wifi
• 60% of devices reported by
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
 Use your office number instead of a

personal phone number Did you know…
 Easily conduct conference calls with • On average, 37% of executives’
work weeks are spent away
the click of a mouse from their primary work
location.
 No hardware or software installation
required • 40% of US information workers
work outside of the office
regularly or occasionally.
• 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

 Your sales person can control sales Did you know…
situations
• 60% of devices reported by
 Your company controls the number information workers are used
your customer calls for both work and personal
purposes
• 52% of all information workers
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 one-X® Mobile Preferred Avaya Video Collaboration
Avaya Communicator Avaya Scopia®
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

 23 Million+ users worldwide
 580,000+ systems worldwide Global
 Avaya is #1 Worldwide Reach
- SME Systems*
 25% Lower Total Cost of Ownership
- Tolly Report

IP Office Platform Customer Presentation R11

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AVAYA IP OFFICE™ PLATFORM

 What’s Happening in the Market

 The leader in SME Telephony Systems

New Customers Focus on Rise of the

Collaborate and Engage

Workforce IT Trends IT Support

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

Increased Productivity Enhanced Innovation

 Improves sales - making payroll achievable

*Gallup: State of the American Workforce Report 2014

“We have more

“Our people need to work from

“We are paying more for communications, but customer

 Enable my mobile workers to engage

 Engage with your customers better

Kaiser Permanente, Controlling Presenteeism: A healthy and productive workforce is the

Virtualized software, dedicated server, or appliance

The broadest range of endpoints Comprehensive UC and CC Solutions

 Built-in, always on security

 Shift from CAPEX to OPEX expense model

Up to 512 ports of meet-me

Full site single # reach with IM,

Up to 3000 users & Web-based

Mobile UC access using

For robust larger scale team, mobile, and customer

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

Choices Based On Job Function

Power User Officer Worker Basic User Receptionist

*J169 & J179 IP Desk Phones

J179: Color J169: New Design,

H175 videoconference phone Wireless Conference Phones

Small to large coverage areas Avaya OmniSound Technology

*they will be available post R11 with a service pack update

Powerful Web Collaboration Solution

Supported on Preferred Edition, Server Edition, and IP Office Select

Integrated Meet-Me Audio Conferencing

Add, drop and selectively

Supported on Preferred Edition, Server Edition, and IP Office Select

Management Designed for Simplicity

Centralized Management and Centralized Licensing

Reduce time for Day-1 provisioning of users

User provisioning via

Supported on Server Edition and IP Office Select

High-availability without high costs and complexities

Location 3 No idle hardware

Deploy mixed, fully resilient architecture

Benefit with CAPEX and OPEX in a secure resilient deployment

Embed Avaya UC in the applications you already use

Supports popular applications

*Note: IM/Presence supported with Outlook and Lync integrations

Supported on Preferred Edition, Server Edition, and IP Office Select

Maximum uptime and software upgrades

Includes software upgrades

Ensure your system is properly protected from the unknown

 Situation:  Situation:  Situation:

 Expectation: To be able to  Expectation: Workers at home,  Expectation: Customers never

 Receptionist can easily connect

Customers reach the right

Just because you are in the

Desktop applications become

The Enabled Office Worker