46050W Avaya IP Office Platform Overview

1. 46050W Selling Avaya IP Office Platform Overview

1.1 Avaya Midmarket Solutions Overview- Selling IP Office Platform 11.0

Notes:

Welcome to the Selling Avaya IP Office Platform 11.0 Overview. To help you
extract the most value for your customers through IP Office’s deployment options
and rich engagement capabilities, it’s important to get the big picture. This short
course will provide you with that big picture.

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1.2 Midmarket Solutions

Notes:

Let’s start off with a look at the current Avaya IP Office Platform Marketplace. We
will then discuss the future trends and how the Avaya IP Office Platform is
positioned to address those trends.
The IP Office overview will include a discussion on the:
• IP Office Platform Solution
• IP Office Components including
• Deployment Models and
• Key Features
• What’s new with Avaya IP Office Release 11.0
• Avaya Services for the IP Office Platform
• Recommended next steps, and
• Available Resources

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1.3 Trends Driving Avaya Midmarket Strategy

Notes:

There are three key trends that are driving Avaya’s Midmarket strategy for Team
Engagement:
• The appearance of new kinds of customers;
• A deepening focus on customer experience as a competitive differentiator; and
• The rise of the mobile work force
New Customers recognize that:
• Software is moving from on-premises to the cloud, with hybrid mixtures
becoming most common place
• Business units now purchase their own technology solutions without going
through IT
• New decision makers focus on business outcomes vs. technical requirements.

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• Emphasis on improved productivity, cost saving and higher profitability.
Focus on the Customer Experience recognizes that
• Customers want to interact with businesses through new channels and devices.
• Social networks, applications and mobile platforms provide channels for two--
‐way communication. As the new face of the firm, these digital channels are the
core of the customer experience.
• Going forward, technology can help companies engage with end users through
omni-channel communications
• Marketing will need to lead these technology purchase decisions.
• According to Gartner research 90% of companies expect to compete almost
entirely on the basis of customer experience within two years.
Rise of the mobile workforce
Gartner also tells us that “Over 54 million employees are currently involved in
some form of remote work”. Work is what you do, not where you are.
The use of Mobile technology has created a world focused on real-‐time, flexible
and always-‐on communication where employees expect enterprise technology
to equal the mobility and agility of consumer technology.
Companies can now enable teams to engage across offices, time zones
languages and device types. These key trends in Technology can extend the
benefits of mobility past collaboration to value generating engagement.

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1.4 Business Transformation

Notes:

As businesses grow their communications needs change and grow as well.

With the need to add additional employees or multiple locations, there is also a
need to improve the way they do business and communicate both internally and
with their external customers and vendors.
Avaya IP Office allows for these changes to take place, and addresses the
differing concerns of the business leaders. Whether The CEO, IT Manager, or
Line of Business leader, IP office can meet their needs and address their specific
pain points.

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1.5 Good Customer Experience Drives

Notes:

Research shows that businesses who engage their customers and employees
benefit tremendously. This is evident through
• Increased Productivity
• Higher productivity increases efficiency
• Improves the customer experience
• Enhanced Innovation
• Engaged employees bring out creative ideas
• Increased innovation drives new ideas and future growth
• Cost Reduction
• Remote employees reduce real estate = higher retention
• Reduce maintenance, increase uptime

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• CapEx or OpEx - your choice and
• High Retention rates
• Highly engaged employees are less likely to leave
• Higher retention reduces costs & maintains institutional knowledge

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1.6 IP Office Platform Solution

Notes:

So how does the Avaya IP Office Platform solution fit in with these market trends
and boost business performance for our customers?
Let’s take a closer look at the IP Office platform.

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1.7 Avaya IP Office Platform

Notes:

The Avaya IP Office™ Platform supports a comprehensive suite of customer and

team engagement solutions designed for midmarket businesses. Avaya is
uniquely positioned to provide a full solution suite for midmarket that reduces
integration risk while speeding return on investment. IP Office delivers a highly
scalable, flexible, and seamless collaboration experience across voice, video,
and instant messaging.
IP Office™ is a cost-effective system that supports a mobile, distributed
workforce with voice and video on virtually any device. It is an integrated,
modular communications solution that serves small businesses with 5 - 10
employees or scales up to 3000 users and 150 locations in a multi-site network
with resiliency.

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1.8 Avaya IP Office Platform

Notes:

Avaya IP Office is the flagship Avaya solution for midsize businesses and
provides a simple powerful Unified communications system.
This platform is:
• Easy to deploy, use and manage
• A world-class Customer Engagement solution
• Highly reliable and resilient
• Provides a wealth of features for effective team engagement
• Available for single or multisite applications and
• Provides investment protection

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1.9 Avaya IP Office™ Platform

Notes:

There is an IP Office to meet the needs of any Midmarket enterprise. From the
smallest enterprise with essential team engagement and mobile requirements,
scaling up through to the most sophisticated large enterprises requiring high
levels of resiliency to support their customer engagement solutions.
• IP Office unifies communications with features such as call handling,
messaging, conferencing, presence, and IM.
• IP Office provides powerful and affordable multichannel functionality. This
improves the customer experience and contact center agent efficiency by
connecting them using the methods the customer wants - voice, SMS, web chat,
email, fax.
• IP Office also helps people work from anywhere. This is done by integrating
with your mobile using features such as find me/follow me.
A new Avaya IP Office solution can help you……….
• Make Team engagement more productive by giving employees the extra tools

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 needed to stay connected from anywhere. Employees remain in touch with
‘one-number reachability’. Staff can work remotely and have all the same
communications options as they have in the office.
• Control costs and save money by cutting out the time-wasting hassles that keep
employees from being productive. It helps lower mobile phone and
telecommuter long-distance charges by routing calls through the system.
Businesses can rely on a built-in conferencing bridge to eliminate the need for
expensive third-party conferencing services. They can also take advantage of
the more flexible and lower-cost IP-based voice network options.
• Engage with your customer better by making sure calls get through quickly to
the right person with powerful skills-based routing options. Engaging with clients
goes beyond voice by using web chat, email and fax. More calls can be handled
with fewer people via self-service.

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1.10 Why You Want to Offer IP Office

Notes:

So why do you want to offer IP Office to your customers?

• First is the Solution’s Focus on Quality - it has a net promoter score (NPS) of 70
and customer satisfaction score (CSAT) of 4.25.
• Next, Avaya is Investing in IP Office - IP Office continues to be one of our main
growth engines.
• The Solution has a Track Record of Success, with an installed base of over
500,000 units.
• It is also a Single Software Platform, scaling from 5 to 3,000 users and
spanning the SME, Midmarket, and Branch markets.
• IP Office supports Multiple Delivery Options: Premises, Virtualized, and Hosted
• It’s Simple: easy to install, configure, and maintain.
• Finally, it offers Partner Profitability.

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1.11 Avaya IP Office

Notes:

IP Office is a valuable and complete Avaya solution that focuses on real-time

communication. It is easier to provision and offers faster time to service, a
simple support model, significantly reduced CAPEX, and a worldwide network of
certified partners. The solution unifies communication, connects enterprises with
their customers and helps people work from anywhere.

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1.12 IP Office Components

Notes:

In the previous module we identified the various features available with the IP
Office platform solution. In this module we will take a closer look at the major
components involved so that you have a better understanding of what they do
and the role they play in the IP Office Platform.
This module will identify the different deployment models available including:
• Appliance;
• Server; and
• Virtualized environment
In addition, we will introduce the various software Editions that can be installed to
meet your customers specific needs including:
• Basic
• Essential;

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• Preferred;
• Server; and
• Select

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1.13 Avaya IP Office Deployment Models

Notes:

First, let’s address the IP Office deployment models. As you can see, IP Office
can be deployed on the
• IP Office IP500 V2 appliance,
• on a dedicated server or servers,
• inside a virtual machine,
• or on any combination of these.

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1.14 Flexible Deployment Options - Premise, Cloud, Hybrid

Notes:

IP Office provides a single architecture for premises-base and cloud-delivered

deployments as well as hybrid - which offers the best of all worlds.
These flexible deployment options include:
• Call Control and IP or Digital Endpoints on premise. You can add UC and CC
solutions via cloud
• Current IP Office premise-based system, can add UC and CC as Opex
• Fully resilient deployment which offers:
• Cloud to cloud
• Cloud to premise
• Premise to cloud, and
• Premise to premise
• Built-in, always on security

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1.15 There Is An IP Office To Meet Your Customer’s Needs

Notes:

The various IP Office editions allow a customer to match a solution to their

specific requirements by offering a range of scale, resiliency and sophistication to
meet their needs.
• IP Office Basic provides basic telephony, key system functionality, on a simple
to deploy appliance.
• The Essential Edition is for essential team and mobile engagement, also offered
on a simple-to-deploy appliance.
• Preferred Edition is for more robust teams, requiring mobility and customer
engagement on a simple-to-deploy appliance.
• IP Office Server Edition delivers everything in Preferred Edition, but is designed
to be deployed on a server or servers, depending upon the level of resiliency
that the customer desires. Server Edition software is also available as an OVA
file, for deployment as a virtualized instance under VMWare, Hyper V or in the
cloud.

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• IP Office Select was available starting with Release 9.1. Designed for upper
midmarket businesses - those with more than 500 employees and/or more
sophisticated requirements - IP Office Select offers premium UC and
collaboration capabilities, along with enhanced scalability and more flexible
resiliency options.

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1.16 IP Office 11.0 Platform Deployment Options

Notes:

This table provides a comparison of each edition, it’s platform, target market, and
the business needs that that edition addresses. Take a few moments to review
this information.
Click the next button when you are ready to advance to the next slide.

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1.17 What's New With IP Office R11.0

Notes:

Now let’s take a look at what is new with IP Office, Release 11.0.

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1.18 IP Office Release 11.0 Key Features

Notes:

IP Office R11.0 extends Avaya’s innovation in the Cloud and Midmarket,

delivering greater resilience, security and value through a wide range of
endpoints, and fully integrated, easy to use, resilient desktop and mobile clients.
These Key Features include:
• Cloud Operations Manager - Multi-customer management
• Equinox client (Phase 1)
• Vantage Basic
• Media Manager (Phase 2)
• IP Office Web Client
• WebRTC HA improvements
• Wizard based configuration: simplification
• J169 & J179 IP Phones

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• SIP Trunk Line Selection
• DECT Scalability
• Avaya Call Recorder for call reporting features
• UC Quality improvements
In the following slides we will take a closer look at some of these features. In
depth information on all features can be found in the Offer Definition Document.

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1.19 Avaya Equinox™

Notes:

With R11.0 the Equinox client will be supported on IP Office as a softphone only
(audio and video calling). Instant Messaging will be provided via Zang™ Space,
presence will be provided via the IP Office core and there will be optional
subscription available to Equinox™ Meetings Online for multi-party audio / video /
web conferencing. This subscription provides
1.A Top of Mind Home Screen which allows you to view and access
• Next Meetings
(Local Calendar or Exchange Web Services / Office 365)
• Local Call History
• Messages
• Start Meetings / Launch Spaces Dashboard
2.You also have Top of Mind “Lite” Option for Mobile
3.IP Office Directory with local Contacts

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4.Messages - via ZangTM Spaces
5.Presence - via IP Office Server
6.Local Call History
7.Dial-Pad, and Re-Dial
8. And Desktop Integration with Outlook and other Browsers

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1.20 IP Office Media Manager

Notes:

A voice call recording solution was introduced with IP Office 10.1 and provided a
web-based ability to search, replay and archive recordings.
With IP Office Release 11.0, existing Contact Recorder customers are migrated
to Media Manager as part of the Release 11.0 upgrade. Contact Recorder is no
longer supported and is not part of the Release 11.0 software.
Media Manager provides search capabilities which are much improved for both
Administrators and Users.

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1.21 Avaya Vantage

Notes:

The Vantage Basic software client is supported in IP Office Release 11.0 and will
introduce the all glass Vantage device to the Midmarket.
Some of the features of Avaya Vantage include:
• Optional Integrated HD camera with privacy shutter
• A Wide-band audio hands free speakerphone
• Analog or Bluetooth* connected headsets providing Bidirectional signaling
support on analog headset jack
• A Cordless (Bluetooth) or wired handset Connected using a modular base
station
• Android Operating System (OS)

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1.22 IP Office Clients: J169 / J179

Notes:

Support of the new J169 and J179 IP phones is also included with IP Office
Release 11.0.
These two new IP phones address the need for everyday voice communications.
The J169 IP phone is targeted at medium volume users while the Ja79 is more
focused on high volume users who need a full range of telephone and
collaboration features.
Both of these sets support the JBM24 button module while the J179 is required
for J100 wireless support as well as Bluetooth headset support.

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1.23 Call Recorder is a modular solution that is a perfect fit for Midsize
Companies

Notes:

Call Recorder for Avaya IP Office is an all-purpose call history, call recording,
and real-time reporting software suite. Call Recorder offers a revolutionary set of
features designed to overcome the limitations of traditional call history and
reporting software by connecting directly to your phone system and logging
everything that happens on each call, from the moment it starts to the second it
ends.
Call Recorder offers include:
Standard Reports- a unique Cradle to Grave option with 50 Standard Reports
providing detail needed to effectively manage your business.
Custom Reports- With this module you can create as many reports as you need
including customizable reporting criteria.
VRTX Recording Library- allows you to Record and access recordings in an
easy-to-use interface. This is done seamlessly by associating your recordings to

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the actual call in the Cradle to Grave web interface.
Realtime- provides visibility into how groups and individuals are performing, in
real-time. This is critical to increasing performance.
Agent Dashboards- By empowering your agents with real-time information to
their desktop, call center agents will be more accountable and productive.

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1.24 Services

Notes:

Now let’s look at the services that are available with IP Office.
Support services are a key element of the solution stack, and IP Office Support
Services (IPOSS) is tailored for the Midmarket and SME business segment.

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1.25 Avaya Support Services for IP Office

Notes:

The IP Office Support Services or IPOSS protects your IP Office system, with
flexible coverage options suited to the organization’s business need. It enables
businesses to maximize uptime of critical communications systems, and we will
cover how to position IPOSS with every IP Office solution.
Available through Avaya Authorized Partners:
IPOSS is only sold via Avaya-authorized partners, for their end customers.
IPOSS is available in Co-Delivery or Wholesale Support models. In both models,
support is led by the business partner, and backed by Avaya.
IPOSS is positioned as an opaque offer within the partner’s service offering.
Specific responsibilities and the detailed contractual terms of the IPOSS offer are
defined in the partner SAS document which is posted on the Avaya sales portal,
and will be highlighted later in this session.
What the offer includes:
It is simple and easy to position, and the base IPOSS offer coverage includes:

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Remote technical support of IP Office hardware and software during the
customer’s business day (8x5x5), and there is a 24x7 option.
Major software upgrade licenses; including software patches and updates -this is
a key value-add to help keep your systems current (install not included, but can
be positioned by the partner as an additional service)
Enhanced Avaya remote connectivity for improved security, diagnostic access
and accelerated time to resolution. This is via Avaya SAL, or SSL/VPN secure
connections.
Avaya also offers coverage options for advance parts replacement coverage on
Avaya purchased servers:
Next Business Day delivery or 4-hour delivery based on customer’s geography.
And in the US, there is also an enhanced delivery option for Onsite parts
replacement, where an Avaya tech would deliver and install a replacement part.
IPOSS Pricing Model:
IPOSS base coverage is priced per server, for each node that is running IP
Office software.
Pricing is based on the type of server/license and the IPOSS coverage selected.
And per-license fee for Contact Center and AWFOS solutions
The offer is available in a choice of: one, three or five-year prepaid contract terms.
The multiyear terms are offered at a special value, and the partner GEM-level
discount is applicable for IPOSS contracts.

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1.26 Support for all IP Office Models

Notes:

IP Office support is aligned with how you do business and offers both premise
and cloud models.
In the Premise model, support would be entitled via purchase of an IPOSS
contract. The IPOSS contract must be renewed to continue coverage.
In the Cloud Model, IPOSS remote technical support is bundled within the IP
Office Cloud product purchase, and there is no separate IPOSS contract. This
support is entitled for the duration of the Cloud subscription.
• In the Cloud Model, parts coverage can be added for the Hybrid Premise
Gateway by the addition of a supplemental IPOSS contract. This parts-only
IPOSS support contract needs to be renewed to continue coverage.
To learn more about IPOSS you should take the IPOSS training course 4855W
“Selling Avaya Support Services for Midmarket”. You will also find additional
resources at the end of this course.

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1.27 Next Steps

Notes:

Now that you have an understanding of the IP Office platform let’s talk about the
next steps to take. In this final module we will share suggestions on how to get
the conversation started with your customers. What actions to take, and
additional resources available to you.

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1.28 Getting the Conversation Started

Notes:

When you are talking to your customers about Avaya IP Office Release 11.0, you
are not just selling a product, but you are rather selling the ability to solve a
problem.
It is important to go through a discovery process with the customer to understand
their priorities, what kind of problems they have, and how you can turn that
information into a use case you are trying to address. That’s what you are really
trying to sell with Avaya IP Office, the ability to solve a problem with a set of Use
cases.

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1.29 Call to Action

Notes:

Whether their issues are:

• How to enable mobile workers to engage with colleagues and customers more
effectively, or
• How to Make team members more productive
• How to lower operating costs, or
• Provide greater system resiliency
You will determine their needs through discussion. You can then show the value
that Avaya brings and how IP Office enables them to solve their problems.

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1.30 Resources

Notes:

You can find more information on the Avaya IP Office Platform including data
sheets and other collateral on the Avaya Sales Portal. The easiest way to find
information is to search by keyword, but you can also use the Products and
Solutions option on the left sidebar.
Take a moment to explore the links on this slide, when you are ready to continue
click the Next button on the player control panel below.

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1.31 Avaya

Notes:

Thank you for your time and attention to this course. Please close this window to
exit the course. The course results will be reflected in your Training Transcript.

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