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©
© 2016
2018 Avaya
Avaya Inc.
Inc. All
All right
rightsreserved
reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy.
TODAY’S AGENDA
Business recap
IP Office in the Cloud
IP Office R11
Avaya Equinox™
Endpoints
IP Office Contact Center 11
Avaya Workforce Optimization Select
Where to find it
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TRENDS DRIVING AVAYA MIDMARKET STRATEGY
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GOOD CUSTOMER EXPERIENCE DRIVES
POSITIVE BUSINESS OUTCOMES
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TEAM ENGAGEMENT
Unifies communication: Helps people work from Connects you with your
anywhere: customers:
Call handling, messaging, Seamlessly integrate with Uses the channel they
conferencing, presence, your mobile, find me / prefer – voice, SMS, web
IM, and much more follow me chat, email, fax
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IP OFFICE PREMISE MAPPED FROM SMALL TO MIDMARKET
UC w/ HA Select
UC Preferred Edition
Server Edition
Telephony Essential Edition
UC w/ HA
UC
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IP OFFICE - A MARKET LEADING POSITION
Proven and award winning - 600,000
systems, 23 million users globally
Scalability – 5 to 3000 users, connect
150 locations
Full stack
– IPT to UC to cordless to Mobility to
location services to Contact Center to
WFO to Networking to Video collaboration
Net Promoter Score (NPS) 77 - 8% • The leader in SME Telephony Systems at
increase y/y best in class 23.1% share (1)
• Gartner Magic Quadrant, Midsize Enterprise
Global partner network UC – NA – 2015/16
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MIDMARKET SOLUTIONS
R10.1 R11.0
Deployment, simplified installation, easier management Innovation in the Cloud and Midmarket, delivering greater
integrating customer business applications resilience, security and value through a wide range of
endpoints, and fully integrated, easy to use, resilient
Integrated Contact Reporter (ICR) desktop and mobile clients.
Media Manager
COM: Media Manager Phase 2
DECT Cordless Cloud Operations
Scopia Interop Manager DECT Scalability
Web services APIs for CTI, Administration and System Equinox™ SIP Trunk Line Selection
Monitoring
IP Office Web client Installation Wizards
Additional Hypervisor support
WebRTC HA Support for J169 and J179
Continued focus: improvements series IP Phones
Simplicity Integrated Contact Vantage Basic
Reporter Phase 2
Quality
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AVAYA EQUINOX™
Top of Mind Home Screen
– Next Meetings
(Local Calendar or Exchange Web Services / Office 365)
– Local Call History
– Messages
– Start Meetings / Launch Spaces Dashboard
Dial-Pad, Re-Dial
Desktop Integration
– Outlook / Browsers
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AVAYA VANTAGE
Vantage Basic support with IP Office R11
All-glass device
Optional Integrated HD camera w/ privacy shutter
Wide-band audio hands free speakerphone
Analog or Bluetooth* connected headsets
– Bidirectional signaling support on analog headset jack
Android OS
– Google Market
– Android certified by Google
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IP OFFICE CLIENTS: J169 / J179
The Avaya J169 IP Phone is targeted
at medium-volume users that need the
full range of telephony features.
The Avaya J179 IP Phone is targeted
at professionals / sales people / call
center – medium / high volume users
who rely on the full range of telephony /
productivity / collaboration features.
Both phones support the new JBM24
button module.
The J179 phone also supports optional
J100 wireless module as well as
Bluetooth headset capability.
© 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 14
IP OFFICE INTEGRATED CONTACT REPORTER
Smaller businesses with simple
call center requirements
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IP OFFICE MEDIA MANAGER
Native voice call recording solution
introduced with IP Office 10.1
Web based, cloud aware (Google Drive
storage)
Integrated OAM via IP Office Web Manager
Search, replay and archiving of recordings
Support of multiple browsers (Chrome, FF,
IE)
Existing Contact Recorder customers are
migrated to Media Manager as part of R11
upgrade
R11 also improves search capabilities for
both Administrator and User (Web Self
Admin)
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DEPLOYMENT AND INTEGRATION
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IPO 11.0 / MM CLOUD 3.0 FEATURE SET
Cloud Operations Manager - Multi-customer management
Equinox client (Phase 1)
Vantage Basic
Integrated Contact Reporter (Phase 2)
Media Manager (Phase 2)
IP Office Web Client
WebRTC HA improvements
Wizard based configuration: simplification
J169 & J179 IP Phones
SIP Trunk Line Selection
DECT Scalability
UC Quality improvements
© 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 18
MIDMARKET SOLUTIONS EVOLUTION
Investments in deployment, simplified installation,
easier management integrating customer business applications
© 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 19
AVAYA IP OFFICE CONTACT CENTER OVERVIEW
For customers with up to 3,000* employees and
up to 250 agents
Deployed as a single site or across up to 150
nodes
Ideal for agents in the office or remotely
Centrally managed
Available in English, French, German, Spanish,
Italian, Russian and Brazilian Portuguese
Available on-premise or via the Cloud
© 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 20
AVAYA IP OFFICE CONTACT CENTER
A simple and robust multichannel contact center application
Skills-based Routing
Integrated Multichannel Route customer inquiries to agents who
Customer Contact are best qualified to handle them, based on
Voice, Email and web chat. channel, expertise, and past experience with
a particular inquiry or customer.
© 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 21
IP OFFICE CONTACT CENTER EVOLUTION
Investments in ease of use, Cloud, market expansion
and business partner and customer value
Out-of-the-box call flow and IVR Thin client localization Avaya WFO Select integration
templates
expansion for Brazilian SMS and social channel support
Refreshed HTML5 report viewer Portuguese, Spanish,
with 30 out-of-the box reports Microsoft Dynamics and Zendesk
German, French and CRM connectors
Original queue position Italian
Wizard-based call flow templates
Resiliency Web chat and email
Usability and reporting
Support for IPOCC OVA on enhancements improvements
VMware ESXi 6.0 and HA
Mobile
Web administration
enhancements Cloud/platform improvements
© 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 22
AVAYA WORKFORCE OPTIMIZATION SELECT
Enterprise WFO capabilities at a price made for midsize business budgets
• REC
Connect Avaya Workforce Optimization Select Workforce
to IP Office Contact Center to get: Management Contact
Recording
Voice and screen recordings
Coaching &
Live monitoring e-Learning
Quality management
Live
Performance management Monitoring
Industry
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Compliance
AVAYA WORKFORCE OPTIMIZATION SELECT FOR AVAYA
OCEANA INTEGRATION WITH AGENT WORKSPACES
On-demand recording control – ability
to start / stop recording, pause /
resume recordings
Search and playback calls
All features controlled by permissions
and enabled based on agent state
(ready, on break etc.)
Alerts, reports and notifications
View, own and appeal evaluations
Take learning courses
© 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 24
AVAYA WORKFORCE OPTIMIZATION SELECT FOR AVAYA
OCEANA INTEGRATION WITH SUPERVISOR WORKSPACES
Live monitoring – listen to calls, watch
agent desktop, tag interactions, on-
demand recording etc.
Call playback – search for calls,
playback, add comments / tags
Alerts, reports and notifications
View and perform evaluations
Assign learning courses
© 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 25
AVAYA WFO SELECT EVOLUTION
Investments in Oceana integration, performance enhancements
and additional business modules
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