Ip Office r11 Overview Update 20180110 Em2

MIDMARKET SOLUTIONS
WHAT'S NEW
©
© 2016
2018 Avaya
Avaya Inc.
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reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy.
TODAY’S AGENDA
 Business recap
 IP Office in the Cloud
 IP Office R11
 Avaya Equinox™
 Endpoints
 IP Office Contact Center 11
 Avaya Workforce Optimization Select
 Where to find it
© 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 2
TRENDS DRIVING AVAYA MIDMARKET STRATEGY
New Customers Heavy focus on Rise of the

With Demanding Needs Customer Experience Mobile Workforce
 Cloud deployment  Customer Satisfaction  Work from anywhere
 Improving efficiency  Multichannel experience  Seamless customer experience
 Decrease cost  Outcome Driven  BYOD
 Application integration  Contextual experience  Secured
 Simple management  Optimize for mobile customer  Controlled costs
With Communications Your Way

BUSINESS TRANSFORMATION
Add Add Customer Seasonal Cloud
Employees Mobility Experience Workforce Economics
Add multiple Add Remote Hosted Ease of doing

On-Prem Hybrid
locations Integrations Workforce Business Apps Business
CEO IT Buyers LOB Buyers

 Grow my business  Easy Hybrid Delivery  Increase customer sat,
options Improve CX
 Save me money
 Integrate with/reuse what  Show me how to use it,
 Future proof I have not how to build it
 Improve productivity  Add mobility securely
 Time to market
GOOD CUSTOMER EXPERIENCE DRIVES
POSITIVE BUSINESS OUTCOMES
Increased Productivity Enhanced Innovation

When organizations successfully
 Higher productivity increases  Engaged employees bring out
efficiency creative ideas
engage their customers and their
employees, they experience a
 Improves the customer  Increased innovation drives
experience new ideas and future growth
Cost Reduction Higher Retention

240%
boost in performance-related
 Remote employees reduce  Highly engaged employees business outcomes compared to
real estate = higher retention are less likely to leave an organization with neither
engaged employees nor
 Reduce maintenance,  Higher retention reduces engaged customers*
increase uptime costs & maintains institutional
knowledge
 CapEx or OpEx – your choice *Gallup: State of the American Workforce Report 2014
TEAM ENGAGEMENT
Unifies communication: Helps people work from Connects you with your
anywhere: customers:
 Call handling, messaging,  Seamlessly integrate with  Uses the channel they
conferencing, presence, your mobile, find me / prefer – voice, SMS, web
IM, and much more follow me chat, email, fax
Same software, same user experience, same great solution

however you deploy - on premise, via the cloud or hybrid
IP OFFICE PREMISE MAPPED FROM SMALL TO MIDMARKET
UC w/ HA Select
UC Preferred Edition
Server Edition
Telephony Essential Edition
Basic Key System Basic Edition
Sub 30 users 31-100 users 101-500 users 501-3k users

(Lower MM) (Upper MM)
Easy, Scalable Growth
IP OFFICE CLOUD – COMPLETE SOLUTION
UC w/ HA
UC
IP Office in the Cloud

Telephony
Basic Key System
Sub 30 users 31-100 users 101-500 users 501-3k users

(Lower MM) (Upper MM)
Easy, Scalable Growth
SUPPORTS FULL TEAM & CUSTOMER
ENGAGEMENT SOLUTIONS – HOWEVER DEPLOYED
Customer Engagement Team Engagement
 IP Office Contact Center  IP Office Web collaboration

 Avaya Contact Center Select  High capacity audio conference
 Workforce Optimization  Scopia
UC, Mobility and

Security Voice Mobility
 Avaya one-X® Mobile
 Avaya SBCE
Appliance, Virtualized,  Avaya Communicator for Web
Cloud, Hybrid
IP OFFICE - A MARKET LEADING POSITION
 Proven and award winning - 600,000
systems, 23 million users globally
 Scalability – 5 to 3000 users, connect
150 locations
 Full stack
– IPT to UC to cordless to Mobility to
location services to Contact Center to
WFO to Networking to Video collaboration
 Net Promoter Score (NPS) 77 - 8% • The leader in SME Telephony Systems at
increase y/y best in class 23.1% share (1)
• Gartner Magic Quadrant, Midsize Enterprise
 Global partner network UC – NA – 2015/16
Sources: [1] Dell’Oro Group
MIDMARKET SOLUTIONS
R10.1 R11.0
Deployment, simplified installation, easier management Innovation in the Cloud and Midmarket, delivering greater
integrating customer business applications resilience, security and value through a wide range of
endpoints, and fully integrated, easy to use, resilient
 Integrated Contact Reporter (ICR) desktop and mobile clients.
 Media Manager
 COM:  Media Manager Phase 2
 DECT Cordless Cloud Operations
 Scopia Interop Manager  DECT Scalability
 Web services APIs for CTI, Administration and System  Equinox™  SIP Trunk Line Selection
Monitoring
 IP Office Web client  Installation Wizards
 Additional Hypervisor support
 WebRTC HA  Support for J169 and J179
 Continued focus: improvements series IP Phones
 Simplicity  Integrated Contact  Vantage Basic
Reporter Phase 2
 Quality
AVAYA EQUINOX™
 Top of Mind Home Screen
– Next Meetings
(Local Calendar or Exchange Web Services / Office 365)
– Local Call History
– Messages
– Start Meetings / Launch Spaces Dashboard
 Top of Mind “Lite” Option for Mobile
 IP Office Directory / local Contacts
 Messages – via ZangTM Spaces
 Presence – via IP Office Server
 Local Call History
 Dial-Pad, Re-Dial
 Desktop Integration
– Outlook / Browsers
AVAYA VANTAGE
 Vantage Basic support with IP Office R11
 All-glass device
 Optional Integrated HD camera w/ privacy shutter
 Wide-band audio hands free speakerphone
 Analog or Bluetooth* connected headsets
– Bidirectional signaling support on analog headset jack
 Cordless (Bluetooth) or wired handset

– Connected using modular base station
 Android OS
– Google Market
– Android certified by Google
IP OFFICE CLIENTS: J169 / J179
 The Avaya J169 IP Phone is targeted
at medium-volume users that need the
full range of telephony features.
 The Avaya J179 IP Phone is targeted
at professionals / sales people / call
center – medium / high volume users
who rely on the full range of telephony /
productivity / collaboration features.
 Both phones support the new JBM24
button module.
 The J179 phone also supports optional
J100 wireless module as well as
Bluetooth headset capability.
IP OFFICE INTEGRATED CONTACT REPORTER
Smaller businesses with simple
call center requirements
 Small, informal hunt group based contact center

capability native to IP Office
 Up to 25 active agents / 5 active supervisors
managing inbound voice calls
 Web based UI for supervisor real time and
historical reporting, as well as agent call control
 R11 improves real time reporting – easier for ICR
users to understand queue and wait time status
 Export of historical reports to Excel is added with
R11, as is support of custom logo
 R11 expands support to add (i) inbound internal as
well as inbound external calls and (ii) support of
SCN deployments
IP OFFICE MEDIA MANAGER
 Native voice call recording solution
introduced with IP Office 10.1
 Web based, cloud aware (Google Drive
storage)
 Integrated OAM via IP Office Web Manager
 Search, replay and archiving of recordings
 Support of multiple browsers (Chrome, FF,
IE)
 Existing Contact Recorder customers are
migrated to Media Manager as part of R11
upgrade
 R11 also improves search capabilities for
both Administrator and User (Web Self
Admin)
DEPLOYMENT AND INTEGRATION
OPEN APIs HYPERVISORS
Centralized CTI API Microsoft Hyper-V

No longer be limited to nodal AMI (Amazon Machine Image)
deployments
KVM (Kernel-based Virtual Machine)
Service Monitor API
VMWARE ESXi 6.5
Allow partners develop applications
to proactively monitor the health of
customer systems
 Management API
Intended particularly for the
hospitality environment
IPO 11.0 / MM CLOUD 3.0 FEATURE SET
 Cloud Operations Manager - Multi-customer management
 Equinox client (Phase 1)
 Vantage Basic
 Integrated Contact Reporter (Phase 2)
 Media Manager (Phase 2)
 IP Office Web Client
 WebRTC HA improvements
 Wizard based configuration: simplification
 J169 & J179 IP Phones
 SIP Trunk Line Selection
 DECT Scalability
 UC Quality improvements
MIDMARKET SOLUTIONS EVOLUTION
Investments in deployment, simplified installation,
easier management integrating customer business applications
R10.1 R11.0 Future
 Integrated Contact Reporter Equinox™ client  Continued investment in cloud

(ICR) deployments
J169 & J179
 Media Manager  New SIP system phones
 Web services APIs for CTI, Vantage Basic  Continue to streamline clients
Administration and System
Monitoring Cloud Operations  Equinox Cloud
Manager (COM)
 Additional Hypervisor support  Contact Center UI
Enhancements to ICR  Expand cloud storage
 Continued focus:
(CC/Recording etc)
 Simplicity WebRTC HA
 Quality improvements  Vantage
AVAYA IP OFFICE CONTACT CENTER OVERVIEW
 For customers with up to 3,000* employees and
up to 250 agents
 Deployed as a single site or across up to 150
nodes
 Ideal for agents in the office or remotely
 Centrally managed
 Available in English, French, German, Spanish,
Italian, Russian and Brazilian Portuguese
 Available on-premise or via the Cloud
*Select Edition supports up to 3,000 users
AVAYA IP OFFICE CONTACT CENTER
A simple and robust multichannel contact center application
Skills-based Routing
Integrated Multichannel Route customer inquiries to agents who
Customer Contact are best qualified to handle them, based on
Voice, Email and web chat. channel, expertise, and past experience with
a particular inquiry or customer.
Telemarketing and Outbound Real-Time and Historical Reporting

Campaigns Online monitoring delivers real-time information
Productively use agent ‘down time’ and more than 30 out-of-the-box reports help
to automatically make outbound calls you identify, measure and pursue improvement
to customers and prospects. opportunities.
Interactive Voice Response Easy CRM Integration

Make announcements and offer self Personalize customer engagements and
service to answer “simple” inquiries streamline the customer journey with simplified
and free agents to address tougher integration to CRM packages like Salesforce
inquiries. and SAP.
IP OFFICE CONTACT CENTER EVOLUTION
Investments in ease of use, Cloud, market expansion
and business partner and customer value
R10.0 (Nov. 2016) R10.1 (June 2017) Future
 Out-of-the-box call flow and IVR Thin client localization  Avaya WFO Select integration
templates
expansion for Brazilian  SMS and social channel support
 Refreshed HTML5 report viewer Portuguese, Spanish,
with 30 out-of-the box reports  Microsoft Dynamics and Zendesk
German, French and CRM connectors
 Original queue position Italian
 Wizard-based call flow templates
 Resiliency Web chat and email
 Usability and reporting
 Support for IPOCC OVA on enhancements improvements
VMware ESXi 6.0 and HA
 Mobile
 Web administration
enhancements  Cloud/platform improvements
AVAYA WORKFORCE OPTIMIZATION SELECT
Enterprise WFO capabilities at a price made for midsize business budgets
• REC
Connect Avaya Workforce Optimization Select Workforce
to IP Office Contact Center to get: Management Contact
Recording
 Voice and screen recordings
Coaching &
 Live monitoring e-Learning
 Quality management
Live
 Performance management Monitoring
 Agent coaching and e-Learning

AAC
C Performance Quality
 Workforce management Management Management
*
Industry
Compliance
AVAYA WORKFORCE OPTIMIZATION SELECT FOR AVAYA
OCEANA INTEGRATION WITH AGENT WORKSPACES
 On-demand recording control – ability
to start / stop recording, pause /
resume recordings
 Search and playback calls
 All features controlled by permissions
and enabled based on agent state
(ready, on break etc.)
 Alerts, reports and notifications
 View, own and appeal evaluations
 Take learning courses
AVAYA WORKFORCE OPTIMIZATION SELECT FOR AVAYA
OCEANA INTEGRATION WITH SUPERVISOR WORKSPACES
 Live monitoring – listen to calls, watch
agent desktop, tag interactions, on-
demand recording etc.
 Call playback – search for calls,
playback, add comments / tags
 Alerts, reports and notifications
 View and perform evaluations
 Assign learning courses
AVAYA WFO SELECT EVOLUTION
Investments in Oceana integration, performance enhancements
and additional business modules
R5.0.2 (March 2017) R5.1 (July 2017) Future CY18
Oceana Workspaces Performance Post call survey

integration with Avaya Management Analyze
WFO Select API module Speech analytics
 Provisioning sync POM Mobile application
 Single sign-on Multi-tenancy Enterprise Edition

enhancements packaging
 IP Office 10 Active
API/DevLink 3 CEC updates

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MIDMARKET SOLUTIONS

New Customers Heavy focus on Rise of the

With Communications Your Way

Add multiple Add Remote Hosted Ease of doing

CEO IT Buyers LOB Buyers

Increased Productivity Enhanced Innovation

Cost Reduction Higher Retention

Same software, same user experience, same great solution

Basic Key System Basic Edition

Sub 30 users 31-100 users 101-500 users 501-3k users

IP Office in the Cloud

Basic Key System

Sub 30 users 31-100 users 101-500 users 501-3k users

Customer Engagement Team Engagement

 IP Office Contact Center  IP Office Web collaboration

UC, Mobility and

Sources: [1] Dell’Oro Group

 Top of Mind “Lite” Option for Mobile

 IP Office Directory / local Contacts

 Messages – via ZangTM Spaces

 Presence – via IP Office Server

 Local Call History

 Cordless (Bluetooth) or wired handset

 Small, informal hunt group based contact center

OPEN APIs HYPERVISORS

Centralized CTI API Microsoft Hyper-V

R10.1 R11.0 Future

 Integrated Contact Reporter Equinox™ client  Continued investment in cloud

*Select Edition supports up to 3,000 users

Telemarketing and Outbound Real-Time and Historical Reporting

Interactive Voice Response Easy CRM Integration

R10.0 (Nov. 2016) R10.1 (June 2017) Future

 Agent coaching and e-Learning

R5.0.2 (March 2017) R5.1 (July 2017) Future CY18

Oceana Workspaces Performance Post call survey

 Provisioning sync POM Mobile application

 Single sign-on Multi-tenancy Enterprise Edition

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