Agenda - IP Office 500

Report
AVAYA IP OFFICE
The Power of We™
Driving Lower TCO, Simplified Management
and Higher Levels of Productivity
Presenter Name
Title
Date
Agenda
What’s Happening in the Market
Recognizing What’s Important to You
About Avaya IP Office
How Avaya Makes Customers More Successful
Closing Thoughts
© 2011 Avaya Inc. All rights reserved.
2
2
Consumerization
MEGA TRENDS
IN TODAY’S
ENTERPRISE
Patterns
of Work
Economic Imperatives
© 2011 Avaya Inc. All rights reserved.
3
3
Device and Application Proliferation
Location Independence
Balancing Growth and Cost
© 2011 Avaya Inc. All rights reserved.
4
4
IMAGINE A WORLD WHERE
FROM
Cross-Company
Teamwork is Slow and
Unproductive
Documents, Devices
and Networks Rule
Communication
is Avoided
© 2011 Avaya Inc. All rights reserved.
TO
Decisions Accelerated
by Anywhere / Anytime
Collaboration
People Define the
Collaboration Experience,
Not the Technology
Deep Collaboration
is Rote
5
5
Ability to Scale,
Grow with You
Focus on User
Productivity
Resilient, Highly
Reliable
The Power of We™
Flexible, Open
Approach
© 2011 Avaya Inc. All rights reserved.
Simple, Turnkey
Management
Lowest
TCO
6
66
99% of all businesses
are small or medium.
Avaya IP Office is 100% right for all of them.
RDA, 99% of all businesses worldwide have fewer than 250 employees.
Avaya IP Office can support up to 1,000 users across 32 sites from a single platform.
© 2011 Avaya Inc. All rights reserved.
7
Avaya IP Office Recognition
Frost & Sullivan Product of the Year Award 2011
This award was evaluated on 4 criteria:
1. Value for money
2. Product features & benefits
3. Go-to-market strategy
4. Market potential & customer
adoption
“In recent years, the small and medium business segment has grown in importance, becoming the
target for a wave of enterprise communications products catering to their specific needs. As a
result, capabilities that were once reserved for large enterprises have now made their way into the
small business segment. With over 200 thousand platforms installed and over 6 million users
worldwide IP Office from Avaya successfully presents SMBs with easy IP and unified
communications migration path.”
-- Dorota Oviedo, Industry Analyst, Frost & Sullivan
© 2011 Avaya Inc. All rights reserved.
8
Ability to Scale,
Grow with You
Focus on User
Productivity
Resilient, Highly
Reliable
Avaya IP Office
Flexible, Open
Approach
© 2011 Avaya Inc. All rights reserved.
Simple, Turnkey
Management
Lowest
TCO
9
99
Avaya IP Office
Single, Scalable Unified Communications Solution
Proven Track Record of Success
 7.5 Million users worldwide since 2002 launch
 Avaya is #1 Worldwide – SME Systems*
Global
Reach
Recognized, Award Winning
 “Product of the Year” 2011 – Frost & Sullivan
 Tech Innovator 2010 – CRN Magazine
 25% Lower TCO – Tolly Report (2010)
© 2011 Avaya Inc. All rights reserved.
10
Avaya Meets The Needs of All Market Segments
Serving Small, Midsize and Large Enterprises
Avaya IP Office
Designed for SME Markets
Up to 1,000 users across 32 sites
(Max of 384 users per server)
Avaya Aura®
Designed for Midsize and Large Enterprises
Scales to hundreds of thousands
Avaya Aura®
Solution for
Midsize Enterprise
5
100
Small
1000
250
Medium
Midsize
Avaya Aura®
10,000
Large
xxx,000s
Fortune 1000
# of Users/site
© 2011 Avaya Inc. All rights reserved.
11
11
Seamlessly Connect Locations
Extend
customer
service hours
Administration
Messaging
Long distance
toll charges
Intercompany
Call Charges
Hop on/Hop off
‘Hot Desking’ –
anywhere
© 2011 Avaya Inc. All rights reserved.
Lower TCO Centralize
Receptionist
Improve Staff
Collaboration
12
Only Avaya IP Office
Delivers One Solution for All of SME
Avaya IP Office
Designed for SME Markets
 Single Platform
Up to 1,000 users across 32 sites
(Max of 384 users per server)
 Built from
ground up for
SME
►5 Products = 200 users
►7 Products = 500 users
►9 Products to scale*
►11 Products = 300 users
►13 Products = 600 users
►26 Products = 1000 users**
5
20
VSB
250
Small
Medium
 No other
vendor has this
1,000
Mid Market
10,000
Large
xxx,000s
Fortune 1000
* Shoretel requires two different models; 4 of one and 5 of another to reach1,000
** Takes 24 to get to 500; Two more products added in 2011; 2 nd product, BE3000 has 300 user capacity
© 2011 Avaya Inc. All rights reserved.
13
Ability to Scale,
Grow with You
Focus on User
Productivity
Resilient, Highly
Reliable
Avaya IP Office
Flexible, Open
Approach
© 2011 Avaya Inc. All rights reserved.
Simple, Turnkey
Management
Lowest
TCO
14
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14
Focused On User Experience
Uniquely Structured to Meet the Needs of All Users Across the Network
USER PRODUCTIVITY
OTHER
OPTIONS
n/a
with
Basic
Receptionist
Office
Worker
Mobile
Worker
TeleWorker
Power
User
Agent
Supervisor
(Preferred)
Optional
Hardware &
Software
Choose Based on the Number of User Types you Have (One Time Seat License)
GROUP COLLABORATION
Basic
Telephony
IP Telephony
with Mobility
Unified
Communications
UC and
Contact Center
IP Office
Basic
Edition
IP Office
Essential
Edition
IP Office
Preferred Edition
IP Office
Advanced Edition
Pre-requisite: Essential Edition
Pre-requisite: Preferred Edition
Pre-req: Basic Edition
Warranty &
Services
Accessories &
Adjuncts
One Edition License Covers All Users on the Server (I.E. Location)
Application
Partners
VOICE, DATA AND VIDEO PLATFORMS AND DEVICES
Financing
Communications Server
© 2011 Avaya Inc. All rights reserved.
Data
Multi Media Endpoints
Multi-site Options
15
Avaya IP Office Editions
Price & Value Comparisons based on Customer Needs
+$2,295 NPL
(Total: $4,735)
+$1,895 NPL
(Total: $2,440)
+$495 NPL
(Total: $545)
Essential Edition
$50 NPL
Basic Edition
(Basic telephony)
• Key System
• Single site only
• Digital/Analog
phones only
• Auto-attendant
• 64 party ad hoc only audio
conferencing
N/A: User solution, multi-site options
(IP Telephony/Essential Mobility)
Adds to previous:
• IP PBX functionality
• Up to 40 (single
level) Auto
attendant
• Voicemail to email
• Basic call control on mobile
devices
• 128 party ad hoc only audio
conferencing
• Up to 2 VPN phones/system
Options: Receptionist, Multi-site
Advanced Edition
(UC with Call Center)
Preferred Edition
Adds to previous:
(UC with Preferred Mobility)
• Track, measure customer
service
• Password protected call
recording with search,
replay, archiving
• Alarm notifications
• Detailed actionable
reports
• IVR
• Text To Speech
• Visual Basic Scripting
Adds to previous:
• Full “Meet me” audio
conferencing with user
passwords
• Unlimited multi-level
auto attendant
• Scalable, resilient
voicemail
• No limit on VPN
phones/system
• Call recording
• Ability to add user solutions – Desktop on
mobile device, HD video conferencing,
IM/presence, calendar mining, Outlook &
Salesforce integration
Adds Options: Power User, Office Worker
Adds Options: Agent, Supervisor
VOICE, DATA ,VIDEO, AND DEVICES
Communications Server
© 2011 Avaya Inc. All rights reserved.
Data
Multi Media Endpoints
Multi-site Options
16
Example: IP Office Power User
For Employees Who Need to Work from Anywhere
Desktop Integration
Call control, access to all messages
Host, manage audio conferences
Video conference, softphone
IM/presence
Personalize with gadgets
Works with Outlook, Salesforce.com
Mobile
Access
Call control,
access to all
messages
Host, manage
audio
conferences
IM/presence
Hot Desking
Move from office to office
Easily log in and make that phone
your office phone
© 2011 Avaya Inc. All rights reserved.
17
Avaya one-X® Mobile Preferred for IP Office
Features Users Can Now Access On the Go
 Bring the one-X® Portal for IP Office
experience to the mobile workforce
— Call control (click-to-call, click-to-conference, etc.)
— Visual voicemail
— Call logs
— IM and presence (both call and calendar)
— Corporate directory access
— Additional features specific to mobile users
 Supported on Android 2.x smartphones
and/or tablets*
Unique mobility with sell “sizzle” trumps competition
Simplifies and drives UC adoption for mobile workers
* iPhone integration will follow in a dot release (cQ2 2012)
© 2011 Avaya Inc. All rights reserved.
18
Avaya one-X® Mobile Preferred for IP Office
Easy to deploy, leverages existing server infrastructure
Cellular voice /
PSTN
IP Office
Voice calls
Simplified, open architecture
• Only one physical server
required (can use existing
Preferred Edition / one-X Portal
server)
• Calendar integration with MS
Exchange
• Rich presence aggregation and
federation with public networks
Real-time business
collaboration for the mobile
workforce
Data
Internet /
Cellular Data
Network
IP Office
one-X Portal &
VoiceMail Pro
Server
Requires only one physical
server!
Microsoft
Exchange
Server
Calendar Integration
© 2011 Avaya Inc. All rights reserved.
19
Avaya one-X® Portal for IP Office
Increased personalization enhances user experience
Federated presence with MS
Exchange, MS OCS, & GoogleTalk
contacts
Mute button for
active calls
MS Exchange calendar mining
Transfer IM to voice
conversation
 Simple URLs
 MyBuddy
 Gadget tabs
Easy 3rd party gadget
integration
e.g. iGoogle
© 2011 Avaya Inc. All rights reserved.
& more!
20
New: Avaya IP Office Plug-in for Microsoft® Outlook
Enables SMEs to Embed Communications Into their Desktop
Click to call, IM,
or conference
Federate presence
with corporate, MS
OCS/Lync, &
GoogleTalk contacts
Visual voicemail
Calendar mining
 Easy to install – no
additional servers required
 intuitive for your customers
to use
 Increase consideration with
Microsoft SMEs
© 2011 Avaya Inc. All rights reserved.
Prime contacts
always on display –
no search required!
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Integration with Salesforce.com
Call control through SFDC portal
Make and
receive calls
Consultative or blind
transfers
Place calls on /
off hold
© 2011 Avaya Inc. All rights reserved.
 “Out of the box” integration with IP Office
–
Simple plug-in appears in side bar of every SFDC page
– Enable your customers to personalize their service
– Instant access to customer information
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Ability to Scale,
Grow with You
Focus on User
Productivity
Resilient, Highly
Reliable
Avaya IP Office
Flexible, Open
Approach
© 2011 Avaya Inc. All rights reserved.
Simple, Turnkey
Management
Lowest
TCO
23
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Why Avaya IP Office?
It’s resilient, not redundant
Other Vendor Products
Avaya IP Office
Have Fans
No Fans
No Moving Parts.
“Fans and large power supplies have
a high probability of failure” *
Redundant Expense
• Requires physical IP ports to ensure
failover; if the IP phone ports are
not available, the phones won’t
failover.
• Requires purchase of enough
redundant ports to be effective.
Highly reliable
Built-in Resiliency
• In a multi-site network, no idle hardware
needed; software intelligence delivers failover
• IP failover does not depend on hardware
• All included with the IP Office Multi-site Option
• Single-site redundancy is delivered by simply
adding additional IP Office hardware
Only One Option
Choice for More Reliability, Savings
IP infrastructure has more points of
failure and is reliant on bandwidth
Infrastructure for digital (typical for SME)
is inherently less complex, more cost effective
* Excerpt from “Building Reliable IP Telephony Systems”; a 2009 Shoretel white paper
© 2011 Avaya Inc. All rights reserved.
24
2
A comparison of resiliency
IP Office leaves no hardware idle; minimizes blocking
 Small business scenario: 2 sites (25 people at headquarters; 50 people at
satellite office)
What if the switch goes down at the satellite office?
Satellite office (50 ext.)
HQ (25 ext.)
HQ (25 ext.)
IP Office
 All 50 users fail over to HQ
 All licenses carry over
 No idle hardware required
 No blocking!*
Satellite office (50 ext.)
e.g. Shoretel
 All of the 50 users fail over to HQ
 Designated backup switch required for
resilience (idle hardware!)
 Potential blocking (must have enough
free ports in HQ for continuous service)
* - requires appropriate number of VCM channels
© 2011 Avaya Inc. All rights reserved.
© 2010 Avaya Inc. All rights reserved. 2525
The IP Office Resiliency Solution
Provides business continuity for single- or multi-site SMEs
Backup
PSTN
PSTN
Resilient
IP link
Multi-Site
A
System A
System B
B
Preferred Edition
(VoiceMail Pro)
Huntgroup 1
Huntgroup 2
Systems A & B share information,
including:
Users & Huntgroups
IP Extension (Including DHCP)
Personal contacts/Call Log (1600)
Licenses associated to users
© 2011 Avaya Inc. All rights reserved.
© 2010 Avaya Inc. All rights reserved. 26
The IP Office Resiliency Solution
Provides business continuity for single- or multi-site SMEs
Backup
PSTN
PSTN
Resilient
Multi-Site
A
System A
System B
B
Preferred Edition
(VoiceMail Pro)
Huntgroup 1
Huntgroup 2
 On system A failure, system B will automatically support Avaya IP phones and Hunt Groups (no
additional Avaya IP phone licenses required for failover)
 Preferred Edition voice mail server re-registers to system B
 All users will have their Power Worker, Office Worker, Mobile Worker, and Teleworker licenses
carried over
© 2011 Avaya Inc. All rights reserved.
27
The IP Office resiliency solution
Provides business continuity for single- or multi-site SMEs
Backup
PSTN
PSTN
Resilient
Multi-Site
A
System A
System B
B
Preferred Edition
(VoiceMail Pro)
Huntgroup 1
Huntgroup 2
 Once system A is restored,
system administrator
controls return to normal
operation via System Status
Application (SSA)
© 2011 Avaya Inc. All rights reserved.
© 2010 Avaya Inc. All rights reserved. 28
The IP Office resiliency solution
Provides business continuity for single- or multi-site SMEs
Deploy Preferred Edition voicemail across multiple sites with resiliency
Centralized / Primary
Voice Messages/Call Recording
Backup
Messaging/config backup in case of
network or hardware failure
Centralized
Primary
Preferred
Edition
Distributed
Minimizes WAN traffic
Utilize local voice ports
Key Benefits
• Business continuity
• Improved customer service
© 2011 Avaya Inc. All rights reserved.
Primary
IP Office
Distributed
Preferred
Edition
Distributed
IP Office
Distributed
Preferred
Edition
Distributed
IP Office
Network
Backup
Preferred
Edition
© 2010 Avaya Inc. All rights reserved. 2929
Ability to Scale,
Grow with You
Focus on User
Productivity
Resilient, Highly
Reliable
Avaya IP Office
Flexible, Open
Approach
© 2011 Avaya Inc. All rights reserved.
Simple, Turnkey
Management
Lowest
TCO
30
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30
A Holistic Approach to Collaboration
User Applications
and Devices
Integration
with Business
and Social Apps
DevConnect
Contact
Center
Infrastructure
IP Office
Data
© 2011 Avaya Inc. All rights reserved.
31
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Offers Customer Service Options
Easy, Affordable Comprehensive Contact Center
Reports shown in 15 & 30
minute increments
Agent Performance Factor in
Agent Time Card Report
Supervisor Report Template
Copy
Custom reports with
Microsoft Report Builder
Coaching / Silent Intrusion /
Whisper page
Real-time monitoring
Enhanced system statistics
 Simple, powerful reporting with even more value for your customers
 Thin client architecture lowers speeds installation, lowers TCO
© 2011 Avaya Inc. All rights reserved.
32
Flexible Call Recording
Browser based access to
recording library
Powerful search filters:
CLID, Date, time, dialled
number, length, extension
number
Ad-hoc (immediate record) or
percentage calls in a time
period
Easily archived and retrieved
Perfect for training and
conflict resolution
© 2011 Avaya Inc. All rights reserved.
33
IP Office Open Architecture
Integrated Solutions Delivered with Partners
 172 DevConnect partners – Off the
shelf applications for all industries
 All DevConnect Partner solutions
certified with IP Office
 IP Office industry standard ‘TAPI’
interface – customizable to almost any
desktop application supporting TAPI
 IP Office CTI-link, IVR, VB Scripting for
‘deeper’ customized integration
© 2011 Avaya Inc. All rights reserved.
34
DevConnect Partner Example
The Value They Bring – Customer References
 CRM Integration
• Salesforce.com,
• MS Dynamics, etc.
 Integrated Live Chat
 Integrated Call Accounting
 Click-to-Dial
 Automated Dialer
 Integrated web chat*
 Integrated email*
 Integrated voice*
* Early 2012 with Contact SWEET!
© 2011 Avaya Inc. All rights reserved.
35
Ability to Scale,
Grow with You
Focus on User
Productivity
Resilient, Highly
Reliable
Avaya IP Office
Flexible, Open
Approach
© 2011 Avaya Inc. All rights reserved.
Simple, Turnkey
Management
Lowest
TCO
36
IP Office Management & Administration
Intuitive, secure, reliable
 Administration from any
location
 Automated back-up and
restore
 Error free configuration
 Fast, easy upgrades
 Offline configuration
 QoS and resource
Monitoring
 Real-time call status
 SNMP Alarms – emailed
 Remote Diagnostics
© 2011 Avaya Inc. All rights reserved.
37
Ability to Scale,
Grow with You
Focus on User
Productivity
Resilient, Highly
Reliable
Avaya IP Office
Flexible, Open
Approach
© 2011 Avaya Inc. All rights reserved.
Simple, Turnkey
Management
Lowest
TCO
38
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An Independent Test Report:
IP Office & ShoreTel
This does not include conferencing!
24.6% quickly jumps to
50%+
on a 50 user construct with
ShoreTel conferencing
“has lower complexity
and system power
demands than the
comparable ShoreTel
solution”
Download The Tolly Test Report: …
SME Sales Portal
Competitive Intelligence/ShoreTel
© 2011 Avaya Inc. All rights reserved.
© 2010 Avaya Inc. All rights reserved. 39
A comparison of pricing / TCO
No extra hardware required for non-blocking, conferencing
Audio Conferencing drives up ShoreTel TCO
Giving Avaya a 50% Advantage!*
* - 50 user construct
© 2011 Avaya Inc. All rights reserved.
© 2010 Avaya Inc. All rights reserved. 4040
Savings from SIP trunking
 50% or more monthly
savings*
 Share the WAN for both
telephony and data
 Reduced onsite equipment
 Buy just what you need,
add when you want
 Utilize multiple providers for
best calling rates
– Based on time, number
dialled etc
* Using Avaya ‘flip to SIP’ - data received from various SIP service providers and assumes a fixed
rate for local, long distance, international, and toll-free inbound calling charges.
Flip to SIP : http://avaya-news.com/sip/ipoffice/
© 2011 Avaya Inc. All rights reserved.
41
Avaya IP Office is
designed to optimally
enable your people to sell
to, interact with, service
and support your
customers.
© 2011 Avaya Inc. All rights reserved.
42
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Avaya’s Differentiation
Avaya
Innovators in Real-Time
Collaboration
Fit-for-Purpose
Works with what you have
People First
Technology
Built-in Reliability
and Resiliency
Simple, single platform
– and it’s a hybrid
© 2011 Avaya Inc. All rights reserved.
Competition
Built for Email / Data
Communication or Niche player
One Size Fits All
Forces rip and replace
Technology-Centric
Architecture
Prone to failure, added cost to
resolve with redundant servers
Many different boxes and
servers, forces IP only
infrastructure
43
Businesses Worldwide Rely on Avaya
Top 10
Hotel Groups
16,000
Retail Sites
Top
20 Airlines
More Than 5,500
Healthcare Institutions
Nearly 5,000
Educational
Institutions
Government
Agencies
in more than
25 Countries
Every
Fortune 100
Manufacturing
Company
70% of the Largest
Banks
© 2011 Avaya Inc. All rights reserved.
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Global Artist Booking Agency
150 employees, 5 locations, London (HQ), New York, LA, Toronto, and Malmo
Challenge
 Investment protection in a system
viable for the foreseeable future
 Keep agents in constant touch with
without incurring cell phone charges
 Conference bridge to accommodate
large number of participants
 Preserved investment made in existing
Value
Nortel T7000 series sets
 Power user lets agents leverage WiFi
to make calls without using cellular
 128-party, “meet-me” conference
bridge allows flexible setup with
maximum headroom
© 2011 Avaya Inc. All rights reserved.
“Avaya has done a good job of
bringing the features of our
existing Nortel phones to the IP
Office platform, which makes the
transition easier. All of the codes
are carried forward, so this
makes programming our Nortel
phones very simple, and users
can keep working with them,
without any added input from IT.”
Howie Gold, The Agency Group
© 2010 Avaya Inc. All rights reserved. 45
End-to-End Avaya Services
Delivered With Our Partners
Avaya Professional Services
Business productivity improvement
to solve your key concerns
GLOBAL
SERVICES
Avaya Operations
Services
Total accountability for
managing
communications
solutions
© 2011 Avaya Inc. All rights reserved.
Global Support
Services
Strategic support for
optimal performance
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Protects Your
Investment
Grows Your
Revenue
Reduces
Risk
The Power of We™
Works with what
you have
© 2011 Avaya Inc. All rights reserved.
Is Easy to
Manage
Reduces Your Costs,
Saves You Money
47
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Finally,
New Promotional Offer for UC Applications

Rebate promotion – US and Canada

Effective: October 1, 2011 – March 31, 2012

Three levels, starting at 32 or more IP users

Offers up to $3,600 in rebates
© 2011 Avaya Inc. All rights reserved.
48
THANK YOU
© 2011 Avaya Inc. All rights reserved.
© 2011 Avaya Inc. All rights reserved.
Name
[email protected]
49
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Backup
Avaya’s Business Model is Strong
Revenue
Profitability
Cash
$5.1B FY10 revenue; Y/Y growth
Quarterly gross margin improvements during FY10
Continued investment in innovation
Data and Video market entry in driving new revenue streams
Profitable business model
$795M EBITDA in FY10. Up $42M Y/Y
and represents 15.7% of revenue
Operating income* reported at $335M or 7% of revenue in
FY10 and $531M or 13% of revenue in FY09
Positive cash flow from operations in FY10, for ninth
consecutive year
Strong cash balance continued in FY10
© 2011 Avaya Inc. All rights reserved.
*excluding one-time and non-cash items
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Avaya: Strong, Focused and Growing
19,000 Employees
in 54 Countries
32 Global Delivery
Support Centers
Largest Installed Base
of Global Business
Systems; Second
Largest for Data
Nearly 10,000 Channel
Partners Worldwide
Labs in Canada,
Germany, India, Israel,
Japan, US and the UK
HEADQUARTERS
Basking Ridge, NJ
USA
30M+ SME Users
Worldwide, ~ 50%
More than Nearest
Competitor
INVESTING
IN R&D
ENVIRONMENTALLY
SOUND
5,400 patents or patents
pending
40% more energy efficient
than any other network
© 2011 Avaya Inc. All rights reserved.
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Recent Industry Highlights
#1 MARKET SHARE
Unified Communications1,
Contact Center2, Enterprise
Messaging3, Audio Conferencing4
Voice Maintenance Services5
and SMB
J.D. Power Associates
Certification
For 2 years in a row,
Avaya has been recognized
by J.D. Power and Associates
for “Providing An
Outstanding Customer
Experience”
Hall of Fame Award
Recognition for Lifetime
Achievement for Outstanding
Service
CRN Tech Innovator award
2010 for IP Office (11/2010)
2011 “World's Most Ethical
Companies” for the 5th Year
Frost & Sullivan
2011 Product of the Year
Best Customer Commitment
Best Knowledge
Management Practices
Best Service Delivery Optimization
J.D. Power and Associates 2010 Certified Technology Service & Support Program SM, developed in conjunction with Technology Services Industry Associates (TSIA).
For more information, visit www.jdpower.com or www.tsia.com
© 2011 Avaya Inc. All rights reserved.
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How IP Office competitive analysis
Stacks up strongly against the rest
Avaya
IP Office
Resiliency for Business
Continuity (automatic
failover)
Third-party SIP phone
support
Audio Conferencing
Capacity
Ability for Users to
host their own
password coded
conference calls
5000/NeXspan
& 800/OpenCom
Alcatel-L
OmniPCX
Office
Cisco CM
Express
Mitel 3300 ICP
ShoreTel
Enterprise
Edition
Siemens
HiPath Series
Option,
No resiliency on
OpenCom/800
Optional,
cooling fans
only
Optional with
SRST software
Standard on
MXe, Optional
with 2nd
controller on
MX and LX
Optional with
sufficient
additional
hardware
Optional with
secondary
gatekeeper
No (OpenCom),
Yes (NeXspan)
No
Yes
Yes
Yes
Yes
3-party, no Meetme
6-party
8-party
8-party
3-party; 6party with
additional IP
phone ports
assigned
5-party
2 x 64-party
Yes, with
IP Office
Preferred Edition
Expensive external
server required for
>3-party
6-party
32-party, no
password
protections
Optional 200party
Optional 12204 ports
Optional,
varies
Yes, with multisite option
(all IP config)
Yes
Separate Server/
hardware required?
No (Essential)
Yes (Preferred)
No
No
Yes
Yes
Yes
Number of Music On
Hold sources
4
1
1
1
1 per locations
16
No
No
No
Yes, with
Syntellect CIM
No
Thin-Client Access to
proprietary Call Center
Yes, with
Advanced Edition
© 2011 Avaya Inc. All rights reserved.
No
© 2010 Avaya Inc. All rights reserved. 5555
CPA Services Across 3 Locations
Challenge
Ensures Reliable Client Service
 Previous system was replaced
after several months
 Sought reliability, client
satisfaction and cost savings
Value
 15% increase in billable time
 Ability to consolidate 3
receptionist roles to operate
from one location
 Redeploy 2 resources
 Lower maintenance costs
© 2011 Avaya Inc. All rights reserved.
“We need the best for our
customers, and with the
Avaya system, I’d say we
have it. We’re a service
business, which means
we are dependent on
people being able to
reach us. If that doesn’t
exist, we might as well
close our doors.”
Joseph P. Manzelli,
CPA, CITP Director,
Fuoco Group LLP
56
180 Person Law Firm in UK
Value
Challenge
Practicing Mergers of Companies and Systems
 Many mergers over the past 5 years
added disparate systems
 Needed to consolidate them all to
connect their 7 locations across UK
“With Release 5, we’ll
implement the SCN
resiliency, thin client
applications, Voice over IP,
and a “one number”
 Remote management of all systems
mobility program that will
have a significant impact
 “Immediate increase in productivity
on the productivity of our
and cost savings (£2000/month)
solicitors, who are
through reduced maintenance”
constantly on the move –
 Future applications integration:
between offices, courts,
 Integration with LexisNexis Axxia, the firm’s
clients and working at
new Practice Management System – enabling home.”
click to call and automatically keeping track of
the time solicitors are on the phone on behalf Alan Barrett
of clients
Director of IT
© 2011 Avaya Inc. All rights reserved.
57
Office Equipment Vendor in UK
Challenge
Improves Service With Avaya IP Office
 Improve the level of service it
could provide to its customers
 Required an intelligent call
routing system to support
highly mobile workforce
Value
 Near immediate ROI
 Intelligent, personalized
interactions with customers
 Cost reductions through the
use of virtual office spaces
and VPN phones
© 2011 Avaya Inc. All rights reserved.
“We don’t want the fact that
we are a small business to
limit who we can target in
terms of our customers. With
Avaya’s IP Office solution,
along with one-number
access capability, we can
compete with big players
much more efficiently that we
otherwise could…”
Chris Bailey, Business Development
Manager, CST Direct
58
Non-profit charity for research
286 employees, 2 locations, Dallas (HQ) and Washington, DC
Challenge
 Wanted to improve internal
collaboration across employees
 Outdated Norstar system made
administration across 2 sites difficult
 Enable employees to work remotely
when necessary
 One-X Portal® for IP Office lets
Value
employees collaborate in real-time
 Reduced maintenance costs through
IP Office Manager and SSA
 Resilient Multi-Site Network provides
business continuity
© 2011 Avaya Inc. All rights reserved.
“The new SME demo tools were
critical to securing the win. Avaya
was the only vendor able to
complete a successful live
demonstration of the IP Office
solution at the customer location.
Our competitors were not able to
provide a demo at this level of
detail according to the customer’s
specifications.”
Chris Harper, Account Executive – XO
Communications
© 2010 Avaya Inc. All rights reserved. 59
Customers: Boutique, luxury hotel
50 employees, 1 location, St. Louis (MO)
Challenge
 Needed a communications solution with
cutting-edge technology, scalability, and ability
to integrate effectively with existing PMS
 Wanted a high quality, eco-friendly ambiance
with distinctive, personalized guest services
 Had to meet an aggressive timeline for the
hotel’s re-opening date
Value
 Enhanced productivity and efficiency through
guest self-services and access to online controls
for check-in/out status
 A “greener” environment – replaced traditional
in-room printed materials with multimedia
communications, saving ~$17,000 per year
 Seamless integration with hotel PMS
 Scalability for future business growth
© 2011 Avaya Inc. All rights reserved.
“At Hotel Ignacio, we practice the art
of hospitality, and our Avaya IP Office
solution complements those efforts. It
gives us that technology edge, offering
guests unique access to multimedia
services. It also reflects our
commitment to a greener environment
by helping our hotel operate and serve
guests more efficiently…”
John Dalton, General Manager of
Hotel Ignacio
© 2010 Avaya Inc. All rights reserved. 60
Customers: Anti-discrimination authority
90 employees, 130 volunteers, 1 location, Paris (FR)
Challenge
 Existing Alcatel system could not accommodate
growth and mobile integration
 3-person call center unable to handle volumes
during peak traffic, resulting in dropped or
missed calls
 Volunteers needed ability to work from home
or on the road
Value
 Seamless collaboration between full-time staff
in Paris and home-based / mobile volunteers
 Improved responsiveness to client inquiries
and support
 Volunteer workers can be reached with a single
number whether at home or using their mobile
device
© 2011 Avaya Inc. All rights reserved.
“The deployment of the Avaya IP
Office 500 has provided considerable
flexibility, both with the integration of
mobile volunteers and the direction of
calls during peak traffic at the call
center. With the old system, we had
problems of and loss of functionality
during peak loads. After installation
of the Avaya IP Office, we have not
encountered any such issues!”
Paul Bernard Delaroche, Director – The
HALDE
© 2010 Avaya Inc. All rights reserved. 61

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