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Avaya Midmarket Solutions
What’s In It For You?
Susie Jorgensen | Product Sales Manager, Westcon
Mark Massingham | Channel Marketing, Avaya
2
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
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
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 7 7
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.
9
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.
10
© 2011 Avaya Inc. All rights reserved. 11 11
The Construct - What Are We Selling?
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 12
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
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 13
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
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 14
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
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 15
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
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 16
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
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 17
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
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 18
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
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 19
Avaya Midmarket Solution In Action…
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 20
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
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 21
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
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 22
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
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 25
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
40
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