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Avaya Best Practices In Communications Mobility
- 1. Avaya UC for Mobile Workers June 8, 2009
- 2. Agenda Mobile Workers Today Business Value Solution Overview
- 4. Day in the Life of a Mobile Worker Airport Customer Site Remote Office Hotel Home
- 7. Mobility Drivers in Your Enterprise How high are reimbursement costs for personal phone use? How many different contact numbers do your mobile workers have? If disaster strikes, how will associates communicate and collaborate with one another and continue serving customers? How effectively do your mobile workers respond to email, voice mail, phone calls? When a customer or supplier must reach an associate in real time, how easy is it?
- 8. Mobility Solution Targets: Campus Nomad and the road warrior IP Telephony Contact Center SIP Messaging Conferencing Road Warrior Campus Nomad
- 10. Agenda Mobile Workers Today Business Value Solution Overview
- 23. Agenda Business Value Solution Overview Mobile Workers Today
- 25. Unifying Communications for Mobile Workers Home and Hotels Corporate Office Avaya one-X ® Portal 1.1* (*UC Standard Edition) Mobile Extension to Cellular 8.0* Avaya one-X ® Mobile 1.1* (*UC Standard Edition) Avaya one-X ® Speech 4.0 Modular Messaging 4.0 Remote Office Enterprise Mobility User Communication Manager 5.0 AES 4.2.1 Cellular Internet
- 29. © 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA
Hinweis der Redaktion
- Points of this slide: Determine audience definition of “mobile worker”. Broaden audience definition of “mobile worker”, if necessary. (Provides opportunity to define mobile worker types existing within this audience’s enterprise. Introduce idea that mobile workers need productive communications tools because in the coming years more and more workers will be mobile. )
- Point of this slide: Look! This really happened.
- Point of this slide: Get very granular with your audience. Turn your conversation to business issues the customer (you are in front of right now) is facing right now. Their answers to these questions will help you get specific.
- Mobility solutions require an ecosystem. For campus nomad solutions, access point vendors like Meru and Aruba are particularly important. Spectralink, DeTeWe, Symbol, RIM, are all vendors our solutions work with or are based on.
- Point of this slide: Provide broad overview of the business value Avaya mobility solutions deliver. (Detail follows in remaining slides in this SECTION.) (The things business values do not change. Businesses value: increasing productivity, increasing revenue, lowering costs, and delighting customers. These are the themes of THIS slide: THIS slide introduces biz value of Avaya’s mobility solutions. It is a general discussion slide. Slides that follow later in this SECTION provide DETAIL regarding HOW Avaya’s mobility solutions increase productivity and revenue and what kind of solutions are involved.)
- Point of this slide: While still in overview mode, get more specific about HOW (i.e. single number for inbound/outbound despite location, etc.) mobility delivers business value BEFORE you go into greater detail. The remaining slides in this SECTION discuss CAPABILITIES in greater detail. Capability DETAILS are grouped logically. For example, “single number for inbound and outbound calling” is dealt with on a SINGLE slide; “one touch calling” is dealt with on a SINGLE slide; “conferencing” is dealt with on a single slide. “ Grouping” RETAINS discussion of ALL benefits and ALL capabilities, however. For example, on a single “conferencing” slide the following CAPABILITIES are covered: speech access to conferencing, WEB conferencing, video conferencing. (The things business values do not change. Businesses value: increasing productivity, increasing revenue, lowering costs, and delighting customers. These are the themes of THIS slide: THIS slide introduces biz value of Avaya’s mobility solutions. This is a general discussion slide however the following slides provide DETAIL regarding HOW Avaya’s mobility solutions increase productivity and revenue.)
- Point of this slide: single number increases productivity, efficiency, effectiveness, customer satisfaction. Benefits: Single number access: avoid frustration, save time, be more efficient, be more productive by (1) needing ONE number only, and (2) being able to retrieve messages from a single mailbox. Increase odds that associate will answer. Customers see, need, and use your business extension number no matter what number you are actually reached at. Also, increased efficiency and productivity lower costs . Improved communication and customer delight : (1) Increase odds that parties (“calling party” could be a customer or an associate) will reach one another, (2) solve issues (could be a customer issue), (3) extension dialing shortens call set up <( productivity ) (4) close more deals based on happier customers <( increase revenue + customer delight ) Fewer voice mails to manage: (1) Raises productivity (less time wasted lowers costs ), and (2) Speeds biz because associate or customer reaches you (or you reach associate) on first try. Phone tag is avoided. Customer retention : (1) when associate moves on customer continues to contact YOUR biz (not your former employee’s mobile phone number) and (2) employees can keep their mobile phone number private. Increase productivity, efficiency, effectiveness because employees: (1) use the tool available at the moment. Up to five devices can signal (incoming) simultaneously.) (Solutions covered on this slide: Avaya one-X Mobile, Avaya one-X Portal, or Extension to Cellular)
- Point of this slide: One-touch calling increases productivity, fosters faster (more efficient) business flow (process flow), increases customer sat, and enables fully-loaded communication while on-the-go. Calls are logged and logs are available regardless of on / off status of mobile / soft phone when call received. This frees users to turn off communication devices as needed. Calls to the device will still be logged. This increases efficiency which lowers costs . Calling from contacts increases productivity : Choose a contact. Click to call. Increasing productivity lowers costs . Optional speech interface increases productivity : Speech commands enable hands-free navigation for communication (calls, conference calls), calendaring (including tasks), email + voicemail message management.) Hands-free navigation keeps you in touch with customers and associates and makes customer-issue resolution communication easier. In addition, customer emails and voice messages (also associate emails and voice messages) are handled in a more timely fashion. These capabilities create customer delight and streamline business. Happy customers and streamlining business (processes of any type) can increase revenue and lower costs respectively. (Solutions covered on this slide: Avaya one-X Mobile, Avaya one-X Portal, UCC Speech Access)
- Point of this slide: Avaya conferencing solutions increase productivity and speed issue resolution. Speedier issue resolution delights customers and fosters faster (more efficient) business process flow. Both managing customer escalations (despite your location) and closing deals more quickly require input from others ergo “conference”. Easy access to conferencing (via speech or WEB) can speed customer issue or other issue resolution and enhance the flow of business. Quick resolution of customer issues delights customers and can increase sales. Enhanced business flow can increase productivity which lowers costs . (Solutions covered on this slide: Avaya one-X Portal, UCC Speech Access, Avaya WEB conferencing)
- Point of this slide is: Productivity , customer delight (which can increase sales) , and enhanced business process flow (which can lower cost ) are potential outcomes when voice mail is accessible and can be managed flexibly (via various means and devices) by mobile workers. The “various means” include: (1) speech commands, (2) reading voicemail (using speech-to-text), (3) having email read to you (using text-to-speech), (4) reading VM on a mobile device or (5) viewing headers on a mobile device then clicking to listen to the selected message. Listen to business voice messages through a PC or mobile phone: Receive voicemail as email attachment then manage via a PC or mobile phone. Spinvox: Read voice mail as text using speech-to-text tech. Messages are played through the mobile device’s data channel. Graphic Depicts: Listening to new and saved voice messages directly from the mobile device. 1 View an email-like inbox of received corporate voicemail messages: includes contact information, length of message, and time of message. 2 Select one or more messages within the inbox to save, delete, or hear. 3 Hear message(s) immediately without dialing into the enterprise voicemail platform (because data channel was used to download messaged to mobile device). (Solutions covered on this slide: Avaya one-X Mobile, Avaya one-X Portal, Modular Messaging, Spinvox, UCC Speech Access)
- Points of this slide is: By controlling their availability, workers can be more productive and efficient. They can increase sales by using their time (time=a business resource) more effectively. Controlling availability can contribute to customer delight and to increasing business process flow. Use VIP list to filter; Change caller priority status easily; Screen calls (find me) feature; Message notification is automatic via email or SMS Most profitable or urgent business get priority because best/most important customers get through. Teamwork is promoted because staff is just a phone call away from team leaders and key project members. (Solutions covered on this slide: Avaya one-X Mobile, Extension-to-Cellular, Avaya one-X Portal)
- Point of this slide: Discuss the “disaster recovery” benefits of a mobility solution. Make the point that, “Just because you have no mobile workers, does not mean you do not need mobility solutions.” (Solutions covered on this slide: Avaya one-X Mobile, Avaya one-X Portal)
- Point of this slide: Avaya mobility solutions lower costs by maximizing resources. Business lowers cost by making efficient use of resources. Mobile minutes are a business resource. Mobile minutes are paid for when a business reimburses an employee for mobile minutes used. It follows that: (1) All calls, including mobile calls, should be routed through the corporate PBX. PBX-routed calls that move across carrier networks using a Vierling gateway do not incur additional service provider charges therefore corporate PBX routing plus Vierling gateways lowers mobile-phone reimbursement costs. (2) With Avaya you get Call Detail Recording (CDR). CDR makes it possible to purchase smaller mobile-minute bundles because CDR tracks total minutes used by each employee. Based on this data, you can purchase smaller minute bundles from cellular service providers which lowers costs. (3) International calls can be routed through the corporate network. Corporate international and long distance rates are FAR lower than wireless carrier rates thus reducing costs. <(This solution requires Avaya one-X Mobile and/or Avaya one-X Portal) (4) When traveling globally -- even when a SIM card is swapped for “local” dialing (“local” being defined as the international location you are currently in) Avaya one-X Mobile remains active with the new SIM card in place. Avaya one-X Mobile still rings on the mobile phone. Despite the fact that the SIM card has been swapped and might be providing a new number. <(This solution requires Avaya one-X Mobile and/or Avaya one-X Portal) (5) With Avaya you get Least Cost Routing (LCR). LCR is an Avaya capability that takes advantage of the fact that the cost of using a carrier and the quality a carrier provides (at any given moment) is not consistent. For example, one carrier might offer lower rates during low-traffic periods. Or, let’s say, carrier A’s quality of service deteriorates unexpectedly. LCR can route your traffic through a different carrier whose QoS is better. (6) Mobile workers have the same mobile phone experience regardless of where they travel. No calling card or second mobile phone is required. In addition, users can use their mobile phone to direct traffic to a landline phone <(using Avaya one-X Mobile and/or Avaya one-X Portal). (7) Using a voice messaging system (Modular Messaging) uses data network to transport messages. This adds nothing to existing network cost depending upon traffic. (Solutions covered on this slide: Avaya one-X Mobile, Vierling Gateway, Modular Messaging)
- Point of this slide: Provide an overview of the mobile worker solution components included in this section. Component One: Avaya Products Component Two: Avaya Global Services (AGS) AGS provides full surround support for Avaya’s mobile worker solution. AGS support begins with a comprehensive Mobile Worker Assessment. The mobile worker assessment is a collaborative consulting engagement that looks at the Current State, Future State and Solution design needs based on specific business needs and goals. (Detailed in subsequent slides.) This engagement is customized and can range from a mini engagement workshop session (1-2 days) to a fuller engagement lasting 4-6 weeks. Within our Consulting & System Integration (CSI) practice we provide the final design and integration support services along with full solution deployment. This may also involve 3 rd parties as part of the integration requirements. The AGS Remote Diagnostics and Technical Support staff provides technical assistance and remote trouble shooting to isolate problems for covered software. Our Software Support Plus Upgrades offers provide software updates for the covered applications – to keep them current and to protect a customer’s investment. Component Three: DevConnect Mutare provides messaging applications. Nuance provides speech applications.
- Point of this slide: Place mobility solutions in context and introduce solution descriptions that follow on next couple of slides. UC for Mobile Worker 5.0
- GSM gateways can do this because they contain SIM cards from various cellular service providers.