The document proposes creating a new Associate Advocate Team and Support Line 2.0 to improve customer and associate satisfaction at an apartment community customer service center. The team would take over management of the current support line, distributing calls over a dedicated team and queue. This would improve response times, consistency of information, and take managers off support line duty. The five-person team would include a manager and four associates on rotating schedules to provide coverage 7 days a week. It would be housed in the resource center for easy IT access between customer service and specialty operations departments.

1.
Submitted By: Tremaine Smith
Proposal for
strategic Initiatives
The Associate Advocate Team & Support Line 2.0

2.
Proposal for strategic initiatives
The Associate Advocate Team & Support Line 2.0
Overview
The submission of this proposal is for services to support The AvalonBay Communities
Customer Support Operations in achieving its goals for improving customer and
associate satisfaction by creating a new team of individuals to support the operations,
policies, procedures, and functions across the CSO production floor. With the creation
of this new team encompassing an optimized support line system.
The Objective
• Improve the current system in place for support line
• Provide support to those teams where workload ratio to staff becomes excessive
The Opportunity
• Improve solution response time for associate request
• Improve support and trust with managers and team members
• Collect data to improve training procedures
• Increase consistency with information provided to CSO through Support line
• Optimize account specific research tasks
• Improve Customer Satisfaction
• End by-hour scheduled managers on support line
• Distribute support line calls over a dedicated team managed queue
• Re-classify certain tasks and responsibilities of departments/individuals/teams
1. CSG Tickets
2. Case Adjustment Items
3. Management of the CCC Inbox
4. Redacting
5. Unresolved Checks
1

3. 6. Verification of Rent Processing
7. Creation of monthly team meeting notes/ creation of PowerPoint/Keynote
presentations.
8. Creation of Salesforce Agent scrolling messages.
9. Assist with New-Hire Training
The Solution
The AvalonBay Communities Customer Care Center has a well-deserved reputation for
quality customer service. However, faced with change to internal processes,
inconsistency in information, and the ever-increasing issues with the technology used in
the current system of support line, the Customer Care Center faces the possibility of
decreasing customer satisfaction and associate confidence.
This solution provides a way to stay ahead of customer satisfaction trends, provide
automated feedback for improved training, and promote the longevity of associates, and
propose that the CSO team implement the creation of a new team, with the basis of its
functions being to manage support line calls. This solution integrates modern
technology with the human touch; optimizing account research enabling the CSO team
to realize the benefits of improved productivity through the exchange between
associates and residents. Most importantly, initial training for this new solution has
already been provided, training of the procedures and processes of the new team will
take approximately one day to train, which will make the execution seamless.
Rationale
Support line is one of the most vital pieces attributing to the success of CSO associates.
After the initial training course calling the support lines enables associates to learn
something new. It allows the associate to witness one of the most exciting parts of
working in this industry; Research.
Below you will find the statistics provided by Kyle Gibbons of the Operations Support
team of not only inbound calls handled, but also support line calls.
In the month of November 15.68% of calls made associates attempted to call support
line. 17.83% of those calls resulted in a Ring No Answer. You may look at this number
and say its a small amount, lets take a look at it from a more tangible example.
2

4. Today is April 3rd. There is not only an Avalon Access issue but there are also certain
residents inquiring the status of payments that were mailed in two weeks before and
have yet to see the payments posted to their acts. On top of that, factor in the random
requests and complaints we receive on a daily basis. There are only two people to
manage support line. In the course of 10 minutes there are 30 people calling support
line either for account research, authorization to waive payment processing fees, or to
find out if another associate is available to speak to a resident.
In the course of the 10 minutes there have been five people that have gone un-assisted.
Those five people have either dialed back into support line to have to wait 2-5 more
minutes because the associate that has answered is currently assisting someone else.
Or these five people have asked a neighbor or their team manager for assistance.
Which according to recent updates by QA is prohibited and can result in points lost on a
call.
Currently the Support Line is managed by two people per hour in a staggering schedule
with an uneven distribution of responsibility with 18 different people.This leaves way for
major error in communication, process of research and information provided to
associates assisting residents.
3

5. November Call Statistics
Queue Calls Taken
Frontline 8,060
Payments 1,929
Backline 1,357
SODA 1,375
Legal 1,407
Associate Housing 225
Delinquecy 7
AVA 215
Internal Recovery 1,028
Small Balance 98
Total 15,701
November Support Line Call Statistics
Support Line Queue Calls Made Calls Taken Ring No Answer %
Manager In-Charge 885 721 164 11.17%
Backup 1,577 1,302 275 6.66%
Total 2,462 2,023 439 17.83%
4

6. 5
Frontline Payments Backline SODA Legal Associate Housing Delinquency AVA
Internal Revocery Small Balance

7. 6
Manager In-Charge Calls Taken Backup Call Taken Manager In-Charge Ring No Answer
Backup Ring No Answer

8. Resource Optimization
The support line was set in place to expedite the assistance of associates when there
was need. The wireless ip phones were implemented so that the managing associate
would be mobile in finding the necessary information, allowing them to collect
information while walking to a department/individual to provide an answer.
With the implementation of the Associate Advocate team and Support Line 2.0, all
support line calls will be re-routed and spread over a team managed queue. Re-routing
the support line calls from the Wireless IP phones to a team managed queue will not
only climate the need to pull team managers away from their teams but will also simplify
the current schedule in place for the Support Line tremendously.
The team will consist of five individuals, one team manager/leader and four team
members. Every associate including the manager will rotate one day per week for five
weeks that an associate will scheduled not to work. Which ever associate has a
dedicated day off during the week will act as the coverage for the Saturday of the same
week. Below is a table providing the available schedules for the team based on an eight
hour work day and an 8.75 hour work day.
The exception to scheduling during New-Hire training is as follows:
Team Member 3 & 4 will work 8 hour shifts for the six week training leaving the manager
to stand as the coverage for the Saturdays during the six weeks.
The following spreadsheets will explain the Logistics of the the scheduling.
1. Current Support Line Schedule
2. Support Line 2.0 Schedule Option 1
3. Support Line 2.0 Schedule Option 2
4. Associate Advocate team monthly schedule
Work day 8 hr 8.75 hr 8 hr 8.75 hr 8 hr 8.75 hr
Manager 8am-4:30 pm 8am-5:15 pm 10am-6:30pm 10am-7:15pm 12:30pm-9pm 11:45-9pm
Team
Member 1
8:30am-5pm 8:30am-5:45pm
Team
Member 2
8:30am-5pm 8:30am-5:45pm
Team
Member 3
12pm-8:30pm 11:15pm-8:30pm
Team
Member 4
12pm-8:30pm 11:15pm-8:30pm
7

9. Monday Tuesday Wednesday Thursday Friday
In charge Line MIC In charge Line MIC In charge Line MIC In charge Line MIC In charge Line MIC
8:00 AM DO NOT EDIT
George Troutman
DO NOT EDIT
CS Shift Manager 1
(Quique)
DO NOT EDIT
CS Shift Manager 1
(Quique)
DO NOT EDIT
CS Shift Manager 1
(Quique)
DO NOT EDIT
CS Shift Manager 1
(Quique)
Lisa Hedeen Kassandra Lee Lisa Hedeen Kassandra Lee Jennifer Fischer
9:00 AM
Jennifer Fischer Samantha Cutshall
Raymond
Chavarria
Stacy-Ann S Lisa Hedeen
10:00
Amber McElroy
Sheree Mobley Heather Ginn George TroutmanPamela Hawkins Jennifer Fischer Stacy-Ann S Sharmaine Bey Marsena Graves
11:00 AM
Chris Daves
Katherine Fletcher Katherine Fletcher
Katherine Fletcher Akeyah Soan Katherine Fletcher
12:00 PM
Trussie Rogers Trussie Rogers Chris Daves Lisa Wirt Trussie Rogers
Kathleen Rahuba Marsena Graves Carrie Phipps
1:00 PM
Tiffany Tew QA George Troutman QA Chris Daves
Samantha Cutshall
Pamela Hawkins Pamela Hawkins
Aaron Kuykendall
Pamela Hawkins
2:00 PM
QA Lisa Britt** Tiffany Tew Demais Goffigan QA
Pamela Hawkins Melissa Pullin
3:00 PM
George Troutman Tiffany Discalo Deon Richardson George Troutman Demais Goffigan
Stacy-Ann S Shaniqua Marion Carroll Cresser Carrie Phipps Hannah Cobb
4:00 PM
Deon Richardson Deon Richardson Demais Goffigan Deon Richardson Amber McElroy
Wanda Farrow Sharmaine Bey
Katherine Fletcher
Dionne Jones
Katherine Fletcher
5:00 PM
Sheree Mobley
Amber McElroy
Sheree Mobley Sheree Mobley Tiffany Discalo
Katherine Fletcher Katherine Fletcher Wanda Farrow
6:00 PM
7:00 PM
CS Shift 2 Manager (Miranda) CS Shift 2 Manager (Miranda) CS Shift 2 Manager (Miranda) CS Shift 2 Manager (Miranda) CS Shift 2 Manager (Miranda)
8:00 PM

10. Monday Tuesday Wednesday Thursday Friday Saturday
In charge Line MIC In charge Line MIC In charge Line MIC In charge Line MIC In charge Line MIC
8:00 AM DO NOT EDIT
Associate Advocate
Team Member 1
DO NOT EDIT
Associate Advocate
Team Manager
DO NOT EDIT
Associate Advocate
Team Member 2
DO NOT EDIT
Associate Advocate
Team Member 1
DO NOT EDIT
Associate Advocate
Team Manager
DO NOT EDIT
All Associate
Advocate Team
Members
All Associate
Advocate Team
Members
All Associate
Advocate Team
Members
All Associate
Advocate Team
Members
All Associate
Advocate Team
Members
9:00 AM
10:00
Associate Advocate
Team Member 2
Associate Advocate
Team Member 2
Associate Advocate
Team Manager
Associate Advocate
Team Manager
Associate Advocate
Team Member 1
11:00 AM
12:00 PM
Associate Advocate Team Manager
Asociate Advoate
Team Member 3
Asociate Advoate
Team Member 3
Associate Advocate
Team Member 1
Asociate Advoate
Team Member 3
Associate Advocate
Team Manager
1:00 PM
2:00 PM
Asociate Advoate
Team Member 2
Associate Advocate
Team Member 1
Asociate Advoate
Team Member 4
Associate Advocate
Team Member 1
Asociate Advoate
Team Member 2
3:00 PM
4:00 PM
Asociate Advoate
Team Member 3
Asociate Advoate
Team Member 4
Asociate Advoate
Team Member 3
Asociate Advoate
Team Member 4
Asociate Advoate
Team Member 3
5:00 PM
DO NOT EDIT
6:00 PM
Asociate Advoate
Team Member 4
Asociate Advoate
Team Member 3
Asociate Advoate
Team Member 4
Asociate Advoate
Team Member 3
Asociate Advoate
Team Member 4
7:00 PM
8:00 PM
NOTES Associate Advocate Team Manager is off
today because they will be the coverage
for Saturday

11. Monday Tuesday Wednesday Thursday Friday Saturday
8:00 AM
All Associate Advocate Team Members
On schedule
All Associate Advocate Team Members
On schedule
All Associate Advocate Team Members
On schedule
All Associate Advocate Team Members
On schedule
All Associate Advocate Team Members
On schedule
DO NOT EDIT
9:00 AM
10:00
11:00 AM
12:00 PM
Associate Advocate Team Manager
1:00 PM
2:00 PM
3:00 PM
4:00 PM
5:00 PM
DO NOT EDIT
6:00 PM
7:00 PM
8:00 PM
NOTES Associate Advocate Team Manager is off
today because they will be the coverage
for Saturday

12. JANUARY 2015
Sunday Monday Tuesday Wednesday Thursday Friday Saturday
28 29 Manager 30 31 1 2 3
Team Member 1
Team Member 2
Team Member 3
Team Member 4
Team Member 1
Team Member 2
Team Member 3
Team Member 4
Team Member 1
Team Member 2
Team Member 3
Team Member 4
Holiday
Team Member 1
Team Member 2
Team Member 3
Team Member 4
Manager
4 5 6 Team Member 1 7 8 9 10
Manager
Team Member 2
Team Member 3
Team Member 4
Manager
Team Member 2
Team Member 3
Team Member 4
Manager
Team Member 2
Team Member 3
Team Member 4
Manager
Team Member 2
Team Member 3
Team Member 4
Manager
Team Member 2
Team Member 3
Team Member 4
Team Member 1
11 12 13 14 Team Member 2 15 16 17
Manager
Team Member 1
Team Member 3
Team Member 4
Manager
Team Member 1
Team Member 3
Team Member 4
Manager
Team Member 1
Team Member 3
Team Member 4
Manager
Team Member 1
Team Member 3
Team Member 4
Manager
Team Member 1
Team Member 3
Team Member 4
Team Member 2
18 19 20 21 22 Team Member 3 23 24
Manager
Team Member 1
Team Member 2
Team Member 4
Manager
Team Member 1
Team Member 2
Team Member 4
Manager
Team Member 1
Team Member 2
Team Member 4
Manager
Team Member 1
Team Member 2
Team Member 4
Manager
Team Member 1
Team Member 2
Team Member 4
Team Member 3
25 26 27 28 29 30 Team Member 4 31
Manager
Team Member 1
Team Member 2
Team Member 4
Manager
Team Member 1
Team Member 2
Team Member 4
Manager
Team Member 1
Team Member 2
Team Member 4
Manager
Team Member 1
Team Member 2
Team Member 4
Manager
Team Member 1
Team Member 2
Team Member 3
Team Member 4
Key Associate will have a
dedicated day off this
week but will be
coverage for Saturday
of the same week.
This week associate
will work on a 9:15
hour schedule.
Associate will work
Monday -Friday on a
regular 8:30 hour
schedule
S M T W Th F Sa
1 2 3 4 5 6
7 8 9 10 11 12 13
14 15 16 17 18 19 20
21 22 23 24 25 26 27
28 29 30 31
December 2014
S M T W Th F Sa
1 2 3 4 5 6 7
8 9 10 11 12 13 14
15 16 17 18 19 20 21
22 23 24 25 26 27 28
February 2015

13. Qualifications
High School Diploma
Excellent record of attendance and timeliness to work.
Two years experience in a contact call center or shared services center or fast paced
office operations environment preferred.
Two years experience in a contact call center or shared services center or fast paced
office operations environment. Excellent written and verbal communication skills.
Ability to analyze accounts including, but not limited to, charges from damages,
accelerated rent, etc.
Superior time management and organization skills, including but not limited to
demonstrated exceptional attention to detail.
Strong working knowledge of Microsoft Office Suite to include Word and Excel
applications.
Ability to learn, comprehend and understand the navigation of multiple computer
systems simultaneously.
Willing to work on a flexible schedule (some overtime may be required).
Customer Support Associate III
Resources
Location
There are two possible locations to house the Associate Advocate Team.
1. Resource Center.
2. Group of desks adjacent to Payment Service
3. Group of desks between Customer Service and Specialty Operations
* In respect to the accessibility to IT and being that it is between both sides of the CCC the Resource
Center would be the ideal location.
8

14. Technology
The current technology for support line has changed the way the CCC operates, but
progression in processes and increasing staff the current technology will not be able to
support the demand. The proposed system and process incorporates modern
technology with resources used currently in the CCC.
Keeping in mind the idea of mobility, desk phones would not be suitable for Support
Line 2.0. Luckily we have software program called Cisco IP Softphone, which is
currently used in our training programs that allows the associate to have a virtual IP
phone on their computer. Because mobility is the key factor for Support Line 2.0 the
type of computer that should be used needed three things; its has to be fast, it has to be
mobile, and it has to easily transform into a desktop with an adjoining docking station
that has peripheral connections for ethernet, a display port, and usb replicators. Below
are the top two options for the computers needed for The Associate Advocate team and
Support line 2.0
Lenovo Thinkpad10 Windows Surface PRO 3
Being that the computer will act as the associates phone, the proper headset will need
to be one of two options.
*Behind proposal you will find specification documentation of all above listed technology.
9
Plantronics SAVI 700 SeriesPlantronics Voyager Legend
UC

15. Financial Requirement
Below the table displays the technology choices with varying price points. With the most
favorable parings being highlighted. With the understanding that the Information
Technology department needs to be prepared for unforeseen circumstances there
needs to be eight units of each piece of technology purchased.
*Budgeting for staff would need to be further developed with senior management.
Process
Because Support Line 2.0 calls will be transmitted through a queue, when the associate
calls the Support Line the account calling about will automatically populate in Salesforce
allowing research to be done while the associate advocate is walking towards the
associate or team to find out a answer to the associates question. To keep the level of
accountability high, and for Q.A. purposes the associate advocate will need to relay all
information over the support line call because it will be recorded. Below you will find a
script that will be used to take support line calls.
The associate advocate will have access to monitor adherence across the CCC,
monitor the calls in queue, ability to instant message associates, have access to
databases that other associates do not which will assist in providing an answer. In
relation to Avalon Access the associate advocate will be able to diagnose an issue in
real time and submit a CSG ticket before the resident is off the phone.
For reporting purposes there should be a check-box identical to the Escalated queue
box. For the Associate Advocate team the reporting will be held on a shared Excel
spreadsheet which will be accessible to the Operations Support team.
Windows Surface Pro 3
$799
Adjoining Dock
$199
Lenovo Thinkpad 10
$629
Adjoining Dock
$129
Plantronics Voyager
Legend UC
$199
Plantronics SAVI 700
Series
$399
10

16. 25.5
255
403.50$(((
5
52
85.00$((((((Daily(Cost((non5business(day)
(Working((non5business(days
Yearly(Support(Line(Operational(Cost
Hours(Managed((non5business(day)
107,312.50$(((((((((((((((((
*figures(based(on(averages
Hours(Managed((business(day)
Daily(Cost((business(day)
Working(Business(days
Support'Line'Operational'Cost

17. 2462
64
38
1.63 0.19$++++++++++++++++
9,149.78$++++++++
15701
413
38
avg.+Hold+Time 2
min.
71,596.56$++++++
Negative(Contributing(Cost
*Figures+based+on+averages
Support(Line(handle(time
Calls
Associates
Calls+per+Associate
min.
Cost+of+hold+time+per+call
avg.+Handle+time base+minute+salary
Yearly+cost+of+Support+Line+calls
Hold(Time
Yearly+cost+of+Hold+time
+$+++++++++++++++0.38+
Calls
Associates
Calls+per+Associate

18. Set$Salary
Net$Business$day$
coverage$ Net$hours$used$ Base$Hourly$Rate Business$days Net$Weekend$Coverage
Working$Weekend$
days
Working$Weekend$
Hours
18 25.5 $11.50$ 255 1 52 5
Business$day$
coverage$cost 74,779$$$$$$$$$$$$$$$$$$$$ Working$Weekend$coverage$cost 2,990.00$$$$$$$$$$$$$$$$$$$$$$$
Combine$Yearly$Cost 77,768.75$$$$$$$$$$$$$$$$$$$$$
Detailed$Average$Salary CSA$3$Net$hours$used$CSA$avg.$Hourly$RateManager$Net$hours$usedManager$avg.$Hourly$Rate Working$Business$days
Net$Weekend$
Coverage
Working$
Weekend$
days
Working$
Weekend$Hours
10 14.00$$$$$$$$$$$$$$$$$$$$$$ 15.5 17.00$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 255 1 52 5
Business$day$
coverage$(CSA$3)
Business$day$coverage$
cost(Manager)
Business$day$coverage$
combined
Weekend$
coverage
140.00$$$$$$$$$$$$$$$$$$$$ 263.50$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 403.50$$$$$$$$$$$$$$$$$$$$$$$$$$ 4,420.00$$$$$$$$$$$$
Business$day$
coverage$yearly$
cost
102,892.50$$$$$$$$$$$$
Combine$Yearly$Cost 107,312.50$$$$$$$$$$$$$$$$$$
Support$Line$Handle$
Time Support$Line$Calls Associates
avg.$Support$Line$
Call$per$Associate avg.$handle$Time$(minutes)
total$time$per$
associate$per$month
2462 38 64.789473 1.63 105.606841
Base$Hourly$Rate
Base$Minute$Rate
cost$of$$avg.$time$per$
associate$per$month$
cost$of$avg.$hold$time$
of$total$associates$per$
working$year
11.50$$$$$$$$$$$$$$$$$$$$$$$ 0.1916666$$$$$$$$$$$$$ 20.2413041492939$$$$$$$$$$$ 9,230.03$$$$$$$$$$$$$$$$$$$$$$$
Months$in$a$year
12
Minutes$in$Hour
60
Hold$time
Total$Calls Associates
avg.$Calls$Per$
Associate
avg.$Hold$Time$per$
Associate hold$time$cost
avg.$cost$for$hold$per$
associate
15,701 38 413.184210526 2.00 0.3833332 158.39$$$$$$$$$$$$$$$$$$$$$$$$$$
avg.$cost$for$hold$(all$
associates)$per$month
6,018.71$$$$$$$$$$$$$$$$$$$$$$$
avg.$cost$for$hold$(all$
associates)$per$year
72,224.57$$$$$$$$$$$$$$$$$$$$
Support$Line$
Opperating$Cost$with$
contributing$factors
188,767.11$$$$$$$$$$$$$$$$$$

19. Screen&Pop*:&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&No&Screen&Pop*:&&&&&&&&&&&&&&&&&&&&&&&&&&Hold&Script:&
& SL##Associate:#“Thank#you#for#calling#
Support#Line.#This#is#(Insert#your#name).#
May#I#have#your#first#and#last#name,#
please?#
CCC"Associate"Response"
SL#Associate:#Is#this#call#in#reference#to#
(residents#name)?#
SL##Associate:#Thank#you,#how#can#I#help?#
#
SL##Associate:#“Thank#you#for#
calling#Support#Line.#This#is#(Insert#
your#name).#May#I#have#you#first#
and#last#name,#please?#
CCC"Associate"Response"
SL#Associate:#May#I#have#your#
residents#account#number,#
please?#
SL#Associate:#Thank#you,#how#can#
I#help?#
#
SL##Associate:#Because#this#
requires#additional#research#
would#you#like#to#refresh#with#
your#resident?#
#
“Is#there#anything#else#I#can#assist#you#with#
today?”#
“Is#there#anything#else#I#can#help#you#with#
today?”#
“Is#there#anything#else#I#can#do#for#you#
today?”#
Closing:&
SL##Associate:#Because#this#
requires#additional#research#
would#you#like#to#advise#your#
resident#that#you#will#call#them#
back#in#(#insert#time#frame)?#
#
Notation#Reminder:#
Just#as#a#reminder,#because#of#our#
interaction#select#the#SL#box#notifying#that#
you#used#SL#for#this#call.#
Support&Line&Policies&
Do#not#build#rapport#as#it#may#increase#the#AHT#and#add#to#customer#dissatisfaction.#
7#When#waiving#a#payment#
processing#fee,#analyze#account#
history,#situation,#and#account#
status.#
7Associate#Advocate#team#members#
have#clearance#to#waive#only#one#
per#transaction.#To#waive#two#or#
more#get#manager#approval.#
7#CSA’s#must#call#the#SL#if#the#
resident#is#asking#to#unblock#the#
AvalonAccess#account,#the#SL#
associate#will#review#account#and#
will#unblock#it#for#the#associate#
7#It#will#be#point#worthy#that#the#CSA#
needs#to#check#the#SL#box#in#the#
Service#interaction.#

20. Timeline for Execution
Because of approval timeline and budget submission there should be a slated execution
of Q1 2016
Benefits
• Improved process through better technology
• Refresher Training for current associates
• Improved training processes for new associate
• Better availability of Support Line associates to answer calls
Conclusion
With these proposed initiatives the CCC has the chance to not only press forward in the
digital age, but also become a pioneer in an arena for the Customer Service industry as
a whole. These two initiatives will provide job opportunities and lay ground work for the
Customer Care Center of the future meeting demands for the rate of company growth
and allowing the possibility of this process to be outsourced to other corporations. It
has been a pleasure to provide a solution to an issue that plagues the driving force of
the CCC.
I learned a long time ago the wisest thing I can do is be on my own side, be an advocate for myself and others like
me.
-Maya Angelou
11

21. LenovoThinkPad10
LenovoThinkPad10LenovoThinkPad10
LenovoThinkPad10
LenovoThinkPad10
ThinkPad10ProductSpecificationsReference(PSREF)

22. Positioning Touchscreen tablet with a full PC experience and superior versatility
Processor Intel®
Atom Processor
Processor
Number
# of
Cores
# of
Threads
Clock
Speed
Burst
Frequency
Cache
Memory
speed
Processor
Graphics
Intel vPro
Technology
Z3795 4 4 1.6 GHz 2.4 GHz 2MB
LP
DDR3-1067
Intel HD
Graphics
No
Memory Some: 2GB / 1067MHz LPDDR3, mobile DDR / soldered to systemboard
Some: 4GB / 1067MHz LPDDR3, mobile DDR / soldered to systemboard
All: no sockets, dual-channel capable
Optical
Ultrabay
Storage
Storage extension
None
None
64GB or 128GB / eMMC (embedded Multi Media Card) flash memory on board
One microSD Card slot, supports up to 64GB
Graphics
Display
Tablet pen
Intel HD Graphics in processor,
supports 1080p video out via micro-HDMI™ connector, HDCP-compliant
10.1" (256.5mm) WUXGA (1920x1200) TFT color,
anti-reflective display with Corning®
Gorilla®
Glass,
LED backlight, 400 nits, 16:10 aspect ratio, 800:1 contrast ratio, IPS,
WideView (170° viewing), MultiTouch screen supports ten-finger gesture
Optional: ThinkPad 10 Digitizer Pen, supports hover, tip, and pressure modes / a
button for selection / no batteries required (no Pen holder in Form Factor design)
Camera
Video capture
Front camera: 2.0-megapixel, fixed focus
Rear camera: 8.0-megapixel, auto focus, flash LED
1080p video capture
Control buttons
Keyboard
Windows button, Power button, volume control button,
rotation lock switch, reset switch
Optional: ThinkPad 10 Classic keyboard (Mechanical) or
ThinkPad 10 Touch Case (Membrane)
Dimensions3
Weight2
Case color
Case material
Battery - type
Battery - life10
AC adapter
10.09" x 6.96" x 0.35"; 256.5mm x 177.0mm x 8.95mm
10.09" x 6.96" x 0.67"; 256.5mm x 177.0mm x 16.95mm (with SCR)
WiFi only: from 1.32 lb (0.598kg);
WiFi + WWAN: from 1.34 lb (0.610kg);
WiFi + WWAN + SCR: from 1.46 lb (0.660kg)
Graphite Black
Aluminum frame
Lithium Polymer, 33Whr
up to 26 days (standby); up to 110 hr (MP3 playback);
up to 10 hr (local video playback)
36-watt AC adapter (Unique New Connector)
Platform
Smart Card Read
Multicard Reader
Ports
Intel Atom Z3795 SoC (System on Chip) platform
Optional: Smart Card reader (SCR)
None
One USB 2.0, one Micro-HDMI, headphone/microphone combo jack,
one Living Hinge Docking connector, one Keyboard connector, one Micro SIM slot
Light sensor
G-sensor/
eCompass
Gyroscope
Ambient Light Sensor, InterSil ISL29023
3D accelerometer and 3D magnetometer module,
AKM AK8963C
3-axis gyroscope
Audio support Realtek®
ALC5672 codec / stereo speakers, 0.5 watt x 2 /
3 digital microphones, combo audio/microphone jack
Media capable Audio formats: MP3, AAC, AAC+, eAAC+, WAV, PCM, WMA
Video formats: MPEG-4, H.263, H.264, VC-1, WMV9, Xvid
WLAN4
11a/b/g/n28
wireless, ThinkPad 11a/b/g/n, 2x2, WiFi + Bluetooth combo chip
WWAN
(optional)
EM7345: Sierra Wireless EM7345, 4G LTE/HSPA/GSM/GPRS/EDGE, GPS
N5321: Ericsson N5321, HSPA+ 21Mbps/GSM/GPRS/EDGE, GPS
SIM card (Micro) Optional: AT&T / Verizon / T-Mobile, contract required with service provider
GNSS
Bluetooth™
Ethernet
NFC
Global Navigation Satellite System
Bluetooth 4.0 wireless, integrated in Wi-Fi + Bluetooth combo adapter
None
Optional: Near Field Communication
Security
Security chip
vPro & iAMT
Fingerprint reader
None
All: Trusted Platform Module, TPM 2.0 FW (firmware)
Optional: Trusted Platform Module, TCG 1.2-compliant
None
Optional: Fingerprint reader on the A Cover
Limited warranty12
1-year - depot repair service/ service upgrades22
available
Preload Some: Windows 8.1 Pro 32-bit or Windows 8.1 Pro 64-bit
Some: Windows 8.1 32-bit or Windows 8.1 64-bit
Lenovo Solution Center
Lenovo Support
Lenovo Companion
ThinkVantage System Update
• Hightail Cloud Storage
PC Device Stage
AccuWeather
Amazon Kindle
Nitro Pro
Evernote
Rara
Norton Studio
Microsoft®
Office preloaded;
purchase a product key to activate
Norton™ Internet Security
(30 days of virus definitions)
Environment None
ThinkPad 10 Platform Specifications Product Specifications Reference (PSREF)
See footnotes for more detailed information © Lenovo
(G-Ella-Spec) May 2014

23. Surface Pro 3
Your laptop replacement
With a stunning 12” display in a sleek, durable magnesium frame,
Surface Pro 3 brings the power and performance of a laptop in an
incredibly lightweight, versatile form.
Technical specifications
Software Windows 8.1 Pro
Exterior Dimensions: 7.93” x 11.5” x .36”, Weight: 1.76lbs., Casing:
VaporMg, Color: Silver, Physical buttons: Volume, Power, Home
Display Screen: 12” ClearType Full HD Plus display, Resolution: 2160
x 1440, Aspect Ratio: 3:2, Touch: Multi-touch
CPU/Storage/
Memory1
i3 processor / 64GB / 4GB RAM
i5 processor / 128GB / 4GB RAM
i5 processor / 256GB / 8GB RAM
i7 processor / 256GB / 8GB RAM
i7 processor / 512GB / 8GB RAM
Wireless Wi-Fi (802.11ac/a/b/g/n), Bluetooth 4.0 low energy technology
Battery Life Up to 9 hours of web browsing2
Cameras, Video,
& Audio
Two 5MP HD cameras, front- and rear-facing, Microphone,
Stereo speakers with Dolby®
sound
Ports Full-size USB 3.0, MicroSDXC card reader, Headset port,
Mini DisplayPort, Cover port
Sensors Ambient light sensor, Accelerometer, Gyroscope,
Magnetometer
Warranty 1-year limited hardware warranty
Surface Pen Dimensions: 5.3” x .37”, Weight: .7oz
In the box Surface Pro 3, Surface Pen, 36W Power Supply, Quick Start
Guide, Safety and warranty documents
surface.com/business
1. System software uses significant storage space. Available
storage is subject to change based on system software
updates and apps usage. 1GB = 1 billion bytes. See surface.
com/storage for more details.
2. Battery life varies by usage and settings.
SU_FY14_FT-SP

24. Designed for the long haul
The Plantronics Blacktop 500 Bluetooth® headset cancels road noise, stays comfortable all day, and positions
the inline controls at your fingertips so you can manage calls without taking your eyes off the road.
Blacktop™
500
All-day comfort
Clip-on Bluetooth® controls
Cancels road noise

25. The road is noisy, the drive is long. The Blacktop 500 Bluetooth headset has all the noise canceling, comfort,
and ease-of-use to make clear conversations a natural part of every trip.
Blacktop 500
KEY FEATURES
deliver clear, precise audio to you and your caller.
calls, adjust volume, or mute the mic without taking
your eyes off the road.
make it easy to wear all day.
charger and never run out of talk time while
you’re driving.
for Internet chat or movies in your down time.
aren’t wearing headset. If a call rings, simply put on
the headset and sensors will answer call – no buttons
to press.
™
you send a tone to hear headset nearby or track last
usage on a map using BackTrack™ feature.
™.
other Plantronics products, please visit our website at
plantronics.com.
Backed by Plantronics industry-leading global service
and support 866-363-2583 or plantronics.com/support.
SPECIFICATIONS
Talk time
™ technology
- Pause streaming audio when headset is taken off
over microphone
Bluetooth v3.0
On-screen for iPhone, enabled by Plantronics
In-car charger

26. Intuitive Smart Sensor™
technology
Manage your PC and mobile calls
Answers the call, answers to you.
Finally, a UC headset that works hard to make things easy.
Voyager Legend™
UC

27. ©2012 Plantronics, Inc. All rights reserved. Plantronics, the Sound World graphic, Smart Sensor, SoundGuard, Voyager Legend
and WindSmart are trademarks or registered trademarks of Plantronics, Inc. The Bluetooth trademark is owned by Bluetooth
SIG, Inc. and any use of the mark by Plantronics, Inc. is under license. Microsoft, Lync and Windows are trademarks or registered
trademarks of Microsoft Corporation in the U.S. and other countries. Mac OS is a trademark of Apple Inc., registered in the U.S.
and other countries. All other trademarks are the property of the respective owners. 10/12
Answers the call, answers to you. Plantronics Voyager Legend UC meets the demands of mobile professionals
like never before, with connectivity to PC, smartphone or tablet. Smart Sensor technology anticipates your
needs, voice alerts keep you informed and voice commands keep you in charge. A portable case and desktop
stand are included for anywhere charging, while precision-tuned triple mics cancel noise and wind like never
before – it’s the only headset you need for your mobile life.
Connects to PC and mobile phone/tablet
Ideal for Mobile professionals who use PC audio, mobile phone,
or tablet communications; featuring Smart Sensor
technology, now with voice command menu (mobile
phone only)
Compatible with Windows® or Mac OS
Talk time Up to 7 hours, up to 11 days standby time
Digital encryption 128-bit
Headset weight 18 grams
Wireless frequency Bluetooth; v3.0 + EDR
Audio performance PC wideband and mobile (HFP 1.6) wideband: up to
6,800 Hz; echo cancellation, A2DP
Hearing protection SoundGuard®: Sound leveling for listening comfort and
acoustic limiting for protection against sounds above
118 dBA
Limited warranty 1 year
Models B235: UC Standard version built for UC applications
and softphones from Avaya, Cisco, IBM and more
B235-M: Version optimized for Microsoft® Lync® and
Microsoft OCS 2007
For more information about the Voyager Legend UC or other Plantronics products,
please visit our website at plantronics.com
SUPERIOR CALL MANAGEMENT
mobile/tablet phone calls from a single headset
your laptop port for always-ready connectivity
for a host of other commands
calls only), connection status, talk time remaining
and more
OUTSTANDING AUDIO QUALITY
superior noise cancellation
providing the best possible PC audio quality
layers of wind protection
from your mobile phone or tablet
NEXT GENERATION TECHNOLOGY
Smart Sensor technology for a seamless and intuitive
user experience
your ear
and headset
automatically updated
when headset is not worn
INCLUDED ACCESSORIES
to 14 hours of additional talk time
charging and storage solution
GLOBAL CUSTOMER CARE
Backed by Plantronics industry leading global
service and support.
800-544-4660 (US and Canada)
831-458-7700 (outside US)
Voyager Legend UC
OPTIMIZED FOR UNIFIED COMMUNICATIONS
Volume +/-
Call answer/end
Dedicated
on/off switch
Mute/Voice
command button
Comfort-tested for
extended wear
Three precision-tuned mics
USB Bluetooth
mini-adapter

28. Multi-device connectivity
SAVI 700 SERIES
Multiple devices. Singular control.
The Savi 700 series is changing the way productivity-focused office professionals
communicate. With multi-device connectivity, an ultra-versatile convertible
headset, and up to 350 feet of wireless range, now you can easily manage PC,
mobile and desk phone calls with the most intelligent wireless headset system
on the market.

29. ©2014 Plantronics, Inc. Plantronics, Savi and SoundGuard are trademarks of Plantronics, Inc. registered in the US and other countries, and Plantronics Hub is a trademark of Plantronics, Inc. The Bluetooth trademark is
owned by Bluetooth SIG, Inc. and any use of the mark by Plantronics, Inc. is under license. Microsoft and Lync are trademarks or registered trademarks of Microsoft Corporation in the U.S. and other countries. DECT is a
trademark of ETSI. All other trademarks are the property of their respective owners. 12.14
OPTIMIZED FOR UNIFIED COMMUNICATION
Connects to PC + mobile + desk phone
Ideal for Professionals who use a mix of PC, mobile and desk phone communications while in the office for conference calls, webinars,
video conferencing and listening to multimedia
Talk time Up to 7 hours (W740)1
; Unlimited (W745)1
; Up to 6 hours (W730); Up to 13 hours (W710, W720)
Headset weight W740/745 Convertible: 21 grams; W730 Over-the-ear: 25 grams; W710 Over-the-head (monaural): 74 grams;
W720 Over-the-head (binaural): 96 grams
Security 64-bit encryption, DECT Security Certified
Wireless frequency DECT 6.0, range up to 350 feet between headset and base; Bluetooth® v2.1 connection between mobile phone and base
Audio performance PC + desk phone Wideband: up to 6,800 Hz
Hearing protection SoundGuard® DIGITAL™: protects against sound levels above 118dBA; Anti-startle (detects and eliminates any large sudden
increase in signal level); Time-Weighted Average prevents average sound level from exceeding 85dBA
SoundGuard: (W730) protects against sound levels above 118dBA
Limited warranty 1 year
Models W740 (convertible); W745 (convertible + deluxe charging cradle kit); W730 (over-the-ear); W720 (over-the-head, binaural);
W710 (over-the-head, monaural): UC Standard version for softphones from Avaya, Cisco, IBM, Skype and more2
W740-M; W745-M; W730-M; W720-M; W710-M Version optimized for Microsoft Lync
SUPERIOR CALL MANAGEMENT
• 3-way connectivity to easily switch and mix
PC, mobile and desk phone audio
• Automatically routes mobile audio to
whichever device you pick up
• Easily transfer audio between headset and
mobile phone to take calls on-the-road
• UC presence automatically updated when on
a PC, mobile or desk phone call
• Energy efficient adaptive power system
optimizes for range and talk time
• Conference in up to three additional headsets
and guests can continue through multiple calls
SAVI 740 INNOVATIVE DESIGN
• Lightest DECT wireless headset on the market
• Three comfortable wearing styles
• Hot swappable battery1
for unlimited talk time
PREMIUM SOUND QUALITY
• Advanced wideband audio using CAT-iq
technology for high definition voice quality
• Noise-canceling microphone reduces
background noise interruptions
• Enhanced Digital Signal Processing (DSP)
provides more natural voice sounds
RECOMMENDED ACCESSORIES
• Use with Electronic Hookswitch Cable or
Handset Lifter to remotely answer/end calls
GLOBAL CUSTOMER CARE
Backed by Plantronics industry leading
global service and support.
+1-800-544-4660 (US and Canada)
+1-831-458-7700 (outside US)
For more information about the Savi 700 Series,
please visit our website at plantronics.com.
1 Unlimited talk time with deluxe charging cradle kit, comes standard with Savi 745. Available as an accessory with Savi 740.
2 Download the latest release of Plantronics Hub to get one-touch call answer/end with these softphones.
SAVI 700 SERIES
A One-touch vol +/-, mute, flash
B One-touch call answer/end
C Hot swappable battery1
for
unlimited talk time
D Noise-canceling microphone
A
B
C
D SAVI 740
Convertible
SAVI 730
Over-the-ear
SAVI 720
Over-the-head
(binaural)
SAVI 710
Over-the-head
(monaural)