Avaya Midmarket Solutions

What’s In It For You?

Susie Jorgensen | Product Sales Manager, Westcon

Mark Massingham | Channel Marketing, Avaya

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The Westcon EDGE

• Westcon looking for Resellers to co-invest with Westcon & Avaya in building

their business

• Areas of potential investment:

Networking with Security focused on Fabric Connect value drivers

IPO Contructs 150-500

IPO Contact Center

Enterprise – Engagement Dev Platform

IPO Cloud Offer

• Contact me if you are interested!

Susie (Jorgensen) Bonder 402-334-4518

Susan.jorgensen@westcon.com

Extend, Grow, Develop & Engage

3 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

What is Midmarket? Customer Segmentation Model Defined

Commercial

Mid-Market

Enterprise

5,000 Employees

2,000 Employees

Global Market

Segmentation Model

34.5 million firms : $31.5 B

35,365 firms : $5.9 B

14,008 firms : $35.8 B

Global

Small <100

Employee

Medium

100-250

Employee

Large

250-2500

Employee

© 2011 Avaya Inc. All rights reserved. 4

Strategy: Maintain Small Business

Accelerate Midmarket

Avaya Midmarket Segment Key Focus for Avaya

EXECUTION

• Dedicated MM TAMs, iTAMs

• Robust IP Office Platform

• Dedicated Segment, Field,

Solution Marketing Teams

MM Initiatives

1. Drive Net New IP Office

2. Legacy to IP Office

3. IPO+ attach sales

strategy

4. Partner is Champion

5. Increase awareness

Avaya Confidential & Proprietary - Use Pursuant to Your Signed Agreement or Company Policy

© 2011 Avaya Inc. All rights reserved. 5

Trends in the Midmarket

Contact Center is ranked 2nd in technology importance

– Behind Telephony & before Mobility

Customers

87% of business leaders believe collaboration improves productivity

Workforce

Midmarket top initiative: improve processes & technology

IT

© 2011 Avaya Inc. All rights reserved. 6

How Midmarket Companies Plan to Drive Success

45% evaluating will purchase Mobility technology within 18 months

Mobile / Remote Workforce

34% will add multichannel contact center within 12 months

Customer Interactions

43% evaluating or will purchase video collaboration solution within 18 months

Collaboration

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Midmarket Customer Buying Profile

Attribute Midmarket

Purchase Decision Centralized – IT Leads, CEO/Owner

IT Support Minimal, Risk Adverse

Budgets Small Available – Project Based

Complexity Limited vendors (1-2), little or no

customization – Simplicity is valued

Solution Approach First Time or Legacy Replace

Use for Technology Mission critical to compete & grow

Brand Preference Favor trusted loyalty and simplicity over

brand

© 2013 Avaya Inc. All rights reserved. 8

Midmarket Construct Enables Pervasive Engagement One Vendor - Comprehensive Solution

Customer Engagement

Security/BYOD

Team Engagement

Networking

Midmarket Market – Team Engagement Full Size Collaboration for Midsize Companies

Unified Communications

Mobile Applications

Anywhere Collaboration (Audio/Video/Web)

BYOD/Security

© 2011 Avaya Inc. All rights reserved.

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Midmarket Market – Customer Engagement Robust Customer Experience Management for Midsize Companies

Multi-channel Customer Experience Management

– Customer Service

– Inbound Sales

© 2011 Avaya Inc. All rights reserved.

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© 2011 Avaya Inc. All rights reserved. 11 11

The Construct - What Are We Selling?

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Midmarket Full Solution Construct Supports Full Team & Customer Engagement Solutions for MM Business

Contact Center Collaboration/Video

Security Networking UC, Mobility and Voice

• IP Office Contact Center • Avaya Contact Center Select

• AvayaLive Video • Avaya Video Collaboration Solution

for IP Office IP Office Web collaboration

• Avaya ERS 3500 Series • Avaya ERS 4800 Series • Avaya 9100 WLAN

• Avaya SBCE • Avaya Identity Engine

• Scales to 3000 users across 150 locations

Avaya IP Office Platform

Mobility • Avaya one-X® Mobile • Avaya Communicator

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Selling to Who? Customer Use Cases

Situation: Working from home or hotel

Expectation: Workers at home, hotel, or other locations can conduct business just as if they were in the office

Reality: Typically has to rely on personal phone and email just to talk to the office. Customers are even harder to talk to.

Situation: Working from the office

Expectation: To be able to communicate with the people who no longer work in the office

Reality: Currently office workers must rely on non-real-time communication

Situation: on-the-go sales person

Expectation: Customers never have to know where you are to know how to reach you

Reality: Most rely on cell phone and desk phone depending on the day. It’s also difficult to reach experts at the office

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Receptionists take advantage

of point and click call

handling

OmniSound™ technology

delivers optimal audio clarity

Quickly set up and control

conference calls via web

browser

Embed communications

within Outlook, Lync, and

Salesforce.com

How an Enabled Office Worker Works

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Use your web browser to turn any

phone into your office phone

See who is available to chat or talk

with integrated IM, & presence –

even if they are mobile

With the click of a mouse, you can

set up and control conference calls

Easy visual access to call

recordings and voicemail for via

mouse clicks

How an Office Away from the Office Works

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Access your company directory in

the palm of your hand

Tap on contacts to call or to bring

them into your conference room

Your office phone rings on your

mobile phone using Cellular, 3G/4G,

or WiFi networks

Use IM and Presence to find and

reach the right people, whether in

the office, remote, or mobile

How an Office On-The-Go Works

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Every Business has a Contact Center! But what are the Challenges ?

Customers are wanting to

communicate on their terms

Customers often need to repeat

themselves once answered

Customers are reporting bad service

with agents

Agents are not productive during

quiet times

Losing sales as callers are dropping

before we answer

Challenges

Incorporate email and web chat as

part of the contact center strategy

Eliminate/reduce transfers

Detailed call reports and call

recordings on every agent

Use agent ‘idle time’ to proactively

make outbound sales/collection calls

Identify peaks and balance agents

between groups

IVR to offer self service

Resolution

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Avaya IP Office Contact Center Capabilities

FOR

• Customers with up to 3000

employees & up to 250 agents

• Deployed as a single site or

across up to 150 locations

• Agents in the office or remote

agents

Multichannel

include email, web chat and voice

Skills based routing

Eliminate transfers

Call recording

Improve interactions

Outbound dialing

Cost center to profit center

Real time reports

Optimize service

IVR

Offer self service to free up agent time

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Avaya Midmarket Solution In Action…

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A Day in the Life Serving Customers Faster and Smarter

Multichannel Contact Center Avaya IP Office Contact Center Avaya Contact Center Select

Customer has product issue

Contacts Supplier via web chat

CC Agent escalates to voice call

Checks availability of Account Rep via Presence

Built-in Audio Conferencing Avaya IP Office™ Platform

Ad hoc conference call to discuss issue in more detail

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A Day in the Life Serving Customers Faster and Smarter

UC: IM / Presence Avaya one-X® Mobile Preferred Avaya Communicator

CC Agent checks Product Mgr. presence

Sends IM to available PM to discuss issue

Product Manager launches video meeting to review product schematic

Avaya Video Collaboration Avaya Scopia®

Product Manager resolves issue

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A Day in the Life Serving Customers Faster and Smarter

CC Agent locates closest Service Tech via Geo Presence

Agent IMs with Service Tech

Emails product schematic to Tech

Service Tech sets appointment to visit customer within 3 hours

UC: IM / Geo- Presence Avaya one-X® Mobile Preferred Avaya Communicator

UC: IM / Email Integration Avaya one-X® Mobile Preferred Avaya IP Office™ Platform

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 23

A Day in the Life Summary

IP Office Contact Center

Avaya Contact Center Select

Customer Interactions

Avaya one-X® Portal

Avaya one-X® Mobile

Avaya Communicator

Unified

Communications

Avaya Scopia®

Audio Conferencing

Collaboration

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 24 24

Where is the Money?

Selling This To

Small Business <100 + High High $ /sale

Run rate Med

Contact Center

Video

Networking

Installed

Base 480,000+

<100 Users

Result Competitive C-Sat Revenue Growth

Medium Med $ /sale Low

High High $$$ /sale Med

High High $$$$/sale High

+ CS1K,

BCM

+ NEW IP Office Install

Midsize Business

250-2500

75,000 US

ACCS <2000

New IP Office Install

LEGACY

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Sales Tools

© 2013 Avaya Inc. All rights reserved. 26 26

Want to find stuff? Everything is here!

Sales Portal – Small and Midmarket Business CLICK HERE

• Sales plays

• Collateral

• Presentations

• Proposal Tools

• RFP Library

• Demos

• Support Docs

• Fact sheets

• Scripts

• Training

• Videos

• Technical …..

© 2013 Avaya Inc. All rights reserved. 27 27

IP Office Proposal Wizard

IP Office Proposal Suite Tool • Builds an initial midmarket proposal for RFP • Outlines products and Services for proposal • Produces printable Word doc

Sales

Left Side Navigation

Sales Play Format w/Active Links

© 2013 Avaya Inc. All rights reserved. 28 28

A few more direct links you should have… IMPORTANT BOOKMARKS:

– Small and Midmarket Business – Sales Portal Home Page: CLICK HERE – Small and Midmarket Business Promotions: CLICK HERE – Midmarket Selling Chatter: CLICK HERE – .com : Midmarket Business: CLICK HERE – TAM Education Series: CLICK HERE – Partner Marketing Central: CLICK HERE (Contact

MIDMARKET RESOURCE GUIDE

– Small and Midmarket Business – Home Portal Page (Look for Big Red Button): CLICK HERE

NEW MIDMARKET EZ DEMOS – 3 EZ Demos complete and downloadable from one site- CLICK HERE (IPOCC, ACCS, and IP Office 9.1/Select.)

NEW PRESENTATION STARTER ANIMATED VIDEOS Downloadable from HERE: – Use case oriented with business value <2 min – Midmarket Inbound Service Animation, posted 01 Dec 2014 – Midmarket Multichannel Animation, posted 01 Dec 2014 – Midmarket Mobility Animation, posted 01 Dec 2014 – Midmarket Single Vendor Solution Animation, posted 01 Dec 2014 – Midmarket Network Animation, posted 24 Nov 2014 – On You Tube here:

– Avaya Comprehensive Midmarket Solution (IP Office+ Surround) – Avaya Midmarket UC/Mobility Story – Avaya Midmarket Multi-channel Contact Center Story – Avaya Midmarket Networking – Avaya Midmarket Inbound Contact Center Customer Service Story

© 2013 Avaya Inc. All rights reserved. 29 29

How Avaya’s Solution Approach Benefits Your Customers

Streamlines

Implementation &

Ongoing Management Reduces CAPEX/OPEX

Makes Efficient Use

of IT Resources

Delivers the Fastest

Return on Investment

Proven to Improve

Productivity/Efficiency

and Customer Service

Ensures Seamless

Integration of Solution

Elements

Solves for Your Most

Critical Collaboration

Challenges

Powerful, Flexible, Simple, Affordable

© 2013 Avaya Inc. All rights reserved. 31 31

DISCOVER! – 2 Prime MM Selling Scenarios

Understand the company

– Size, challenges, growth, needs

Explore 2 prime scenarios

1. TEAM Engagement a) UC, Mobility/BYOD – presence,

access anywhere

b) Collaboration – visual sharing

2. Customer Engagement a) Customer Service

b) Inbound sales

Approach

1. Based customer status & needs Start with apps and back into platform and infrastructure

© 2013 Avaya Inc. All rights reserved. 32

Contact Center Collaboration

Security Networking

Avaya Midmarket Collaboration Solution A complete solution for midsize businesses

© 2013 Avaya Inc. All rights reserved. 33

Visual Voice Mail

Wi-Fi, 3G/4G Connectivity

✓

✓

IM/Presence

Geo-Presence

Conference Controls

Callback

Follow a user

✓

✓

✓

✓

✓

Locate peers anywhere, anytime to make decisions in real time

Avaya Complete Collaboration Solution Mobile Access Anywhere

Use cellular, WiFi, 3G/4G

1-click deploy or install

Control your conferences

© 2013 Avaya Inc. All rights reserved. 34

Avaya Complete Collaboration Solution Communications Enable Your Desktop (UC)

Embed communications in popular desktop apps IM / Presence for office and mobile workers Manage communications from the desktop while working remote

© 2013 Avaya Inc. All rights reserved. 35

Avaya Complete Collaboration Solution Video Collaboration for Everyone

Click to join

Choose your device

Connect with anyone

© 2013 Avaya Inc. All rights reserved. 36

Avaya Complete Collaboration Solution Scalable Networking

Enterprise features at a midmarket price

Works better with Avaya

Lifetime warranty

© 2013 Avaya Inc. All rights reserved. 37

Avaya Complete Collaboration Solution Contact Center Solutions

Full multimedia customer access (voice, email, chat, SMS, fax)

Single and multi-site deployments

Up to 250 agents

© 2013 Avaya Inc. All rights reserved. 38

Avaya Complete Collaboration Solution Advanced SIP Security

Protect SIP Trunks

Secure remote endpoints

Active packet inspection

Firewall

Layer 3 attack

IDS / IPS

Layer 4 attack

O/S attack

Application attack

SIP attacks – DDoS, spoofing

Toll fraud – call walking, stealth attacks

Media anomalies

Designed for your network protection,

not the Service Provider’s

© 2013 Avaya Inc. All rights reserved. 39

IF

(identity = HR employee)

AND IF (device = corp laptop)

AND IF

(medium = wired)

THEN GRANT FULL ACCESS

IF

(identity = HR employee)

AND IF (device = personal iPad)

AND IF

(medium = wireless)

THEN GRANT LIMITED ACCESS

Avaya Complete Collaboration Solution Access Based on User, Device & Location Identity

NO PER USER LICENSE NO PER DEVICE LICENSE

Employee with corporate laptop

Employee with personal iPad

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Upcoming News & Events

Westcon

• June 2 – IPO V2 Applications

• June 4 – Partner Onboarding

• June 23 – Intro to Designing IP Office

Avaya

• June 8 - Expand your IP Office Contact Center service strategy with SMS

texting

• June 9 - PCC Services Sharing Call

• June 11 – A1S Roadmap Review for Partners

• June 16 – Global Registration Tool – Ask the Expert

https://sales.avaya.com/en/general/upcoming-events