avaya ip office voor it managers

AVAYA IP OFFICEThe Power of We™

Driving Lower TCO, Simplified Management and Higher Levels of Productivity

Presenter NameTitleDate

© 2011 Avaya Inc. All rights reserved. 2

Agenda

2

What’s Happening in the Market

Recognizing What’s Important to You

About Avaya IP Office

How Avaya Makes Customers More Successful

Closing Thoughts


3

Economic Imperatives

Consumerization

Patternsof Work

MEGA TRENDS IN TODAY’S

ENTERPRISE


4

Device and Application Proliferation

Location Independence

Balancing Growth and Cost


5

FROM TO

People Define the Collaboration Experience, Not the Technology

Decisions Accelerated by Anywhere / Anytime Collaboration

Deep Collaborationis Rote

Cross-Company Teamwork is Slow and

Unproductive

Documents, Devices and Networks Rule

Communication is Avoided

IMAGINE A WORLD WHERE


6

Lowest TCO

Resilient, Highly Reliable

Ability to Scale, Grow with You

Focus on User Productivity

Flexible, Open Approach

Simple, Turnkey Management

The Power of We™

6


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.


Avaya IP Office RecognitionFrost & 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


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Lowest TCO






Avaya IP Office

9


Avaya IP OfficeSingle, Scalable Unified Communications Solution

Recognized, Award Winning “Product of the Year” 2011 – Frost & Sullivan Tech Innovator 2010 – CRN Magazine 25% Lower TCO – Tolly Report (2010)

Proven Track Record of Success 7.5 Million users worldwide since 2002 launch Avaya is #1 Worldwide – SME Systems*

G l o b a l R e a c h


Avaya Meets The Needs of All Market SegmentsServing Small, Midsize and Large Enterprises

11

xxx,000s10,000

Small Medium Midsize Large Fortune 1000

Avaya Aura®

Designed for Midsize and Large EnterprisesScales to hundreds of thousands

# of Users/site

5 100 250 1000

Avaya Aura® Solution for

Midsize Enterprise

Avaya Aura®

Avaya IP OfficeDesigned for SME Markets

Up to 1,000 users across 32 sites(Max of 384 users per server)


Seamlessly Connect Locations

Lower TCO - Centralize

Improve Staff Collaboration

Extend customer

service hours

‘Hot Desking’ – anywhere

Administration

Receptionist

Messaging

Intercompany Call Charges

Long distance toll charges

Hop on/Hop off


Only Avaya IP OfficeDelivers One Solution for All of SME

►5 Products = 200 users►7 Products = 500 users

►11 Products = 300 users►13 Products = 600 users►26 Products = 1000 users**

Single Platform

Built from ground up for SME

No other vendor has this

5 20 250 xxx,000s1,000 10,000

VSB Small Medium Mid Market Large Fortune 1000

►9 Products to scale*

* 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; 2nd product, BE3000 has 300 user capacity

Avaya IP OfficeDesigned for SME Markets

Up to 1,000 users across 32 sites(Max of 384 users per server)


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Lowest TCO






Avaya IP Office

14


Focused On User ExperienceUniquely Structured to Meet the Needs of All Users Across the Network

GROUP COLLABORATION

IP OfficeBasic Edition

IP Office Preferred Edition

Pre-requisite: Essential Edition

IP OfficeAdvanced Edition

Pre-requisite: Preferred Edition

USER PRODUCTIVITY

Agent Supervisor

VOICE, DATA AND VIDEO PLATFORMS AND DEVICES

Communications Server Multi Media Endpoints Multi-site Options

Choose Based on the Number of User Types you Have (One Time Seat License)

One Edition License Covers All Users on the Server (I.E. Location)

Optional Hardware &

Software

OTHER OPTIONS

Warranty & Services

Accessories & Adjuncts

Application Partners

Financing

IP OfficeEssential Edition

n/a with

Basic

Data

Receptionist Office Worker

Mobile Worker(Preferred)

Power User

Tele-Worker

Pre-req: Basic Edition

Basic Telephony

IP Telephony with Mobility

Unified Communications

UC and Contact Center


Advanced Edition (UC with Call Center)

Preferred Edition (UC with Preferred Mobility)

Essential Edition (IP Telephony/Essential Mobility)

Basic Edition (Basic telephony)

$50 NPL

+$495 NPL (Total: $545)

+$1,895 NPL (Total: $2,440)

+$2,295 NPL (Total: $4,735)

• Key System• Single site only• Digital/Analog

phones only• Auto-attendant

Avaya IP Office EditionsPrice & Value Comparisons based on Customer Needs

VOICE, DATA ,VIDEO, AND DEVICES

Communications Server Multi Media Endpoints Multi-site OptionsData

• IP PBX functionality• Up to 40 (single

level) Auto attendant

• Voicemail to email

• Full “Meet me” audio conferencing with user passwords

• Unlimited multi-level auto attendant

• Scalable, resilient voicemail

• No limit on VPN phones/system

• Call recording

Adds to previous:

• Basic call control on mobile devices

• 128 party ad hoc only audio conferencing

• Up to 2 VPN phones/system

Adds to previous:

Adds to previous:• Track, measure customer

service• Password protected call

recording with search, replay, archiving

• Alarm notifications• Detailed actionable reports• IVR• Text To Speech• Visual Basic Scripting

New

• Ability to add user solutions – Desktop on mobile device, HD video conferencing, IM/presence, calendar mining, Outlook & Salesforce integration

N/A: User solution, multi-site options Options: Receptionist, Multi-site Adds Options: Power User, Office Worker Adds Options: Agent, Supervisor

• 64 party ad hoc only audio conferencing


Example: IP Office Power UserFor Employees Who Need to Work from Anywhere

Desktop IntegrationCall control, access to all messages

Host, manage audio conferences

Video conference, softphone

IM/presence

Personalize with gadgets

Works with Outlook, Salesforce.com

Mobile AccessCall control,

access to all messages

Host, manage audio conferences

IM/presence

Hot DeskingMove from office to office

Easily log in and make that phone your office phone


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 competitionSimplifies and drives UC adoption for mobile workers

Avaya one-X® Mobile Preferred for IP OfficeFeatures Users Can Now Access On the Go

* iPhone integration will follow in a dot release (cQ2 2012)


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

Internet /Cellular Data

Network

Cellular voice / PSTN

Voice calls

IP Office

IP Office one-X Portal & VoiceMail Pro

Server

Requires only one physical server!

Microsoft ExchangeServer

Calendar Integration

Avaya one-X® Mobile Preferred for IP OfficeEasy to deploy, leverages existing server infrastructure

Data


Avaya one-X® Portal for IP OfficeIncreased personalization enhances user experience

Mute button for active calls

Federated presence with MS Exchange, MS OCS, & GoogleTalk

contacts

Easy 3rd party gadget integration

e.g. iGoogle

Transfer IM to voice conversation

MS Exchange calendar mining

Simple URLsMyBuddyGadget tabs

& more!


Visual voicemail

Easy to install – no additional servers required

intuitive for your customers to use

Increase consideration with Microsoft SMEs

Federate presence with corporate, MS

OCS/Lync, & GoogleTalk contacts

Prime contacts always on display – no search required!

Click to call, IM, or conference

Calendar mining

New: Avaya IP Office Plug-in for Microsoft® OutlookEnables SMEs to Embed Communications Into their Desktop


Integration with Salesforce.comCall control through SFDC portal

Make and receive calls

Place calls on / off hold

Consultative or blind transfers

“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


23

Lowest TCO






Avaya IP Office

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No FansNo Moving Parts.

Highly reliable

Have Fans“Fans and large power supplies have

a high probability of failure” *

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

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.

Choice for More Reliability, SavingsInfrastructure for digital (typical for SME)

is inherently less complex, more cost effective

Only One OptionIP infrastructure has more points of failure and is reliant on bandwidth

* Excerpt from “Building Reliable IP Telephony Systems”; a 2009 Shoretel white paper

Why Avaya IP Office?It’s resilient, not redundant

Other Vendor Products Avaya IP Office

© 2011 Avaya Inc. All rights reserved. 2525© 2010 Avaya Inc. All rights reserved.

A comparison of resiliencyIP Office leaves no hardware idle; minimizes blocking

What if the switch goes down at the satellite office?

HQ (25 ext.) Satellite office (50 ext.)

Small business scenario: 2 sites (25 people at headquarters; 50 people at satellite office)

HQ (25 ext.) Satellite office (50 ext.)

All 50 users fail over to HQ All licenses carry over No idle hardware required No blocking!*

All 50 users fail over to HQ All licenses carry over No idle hardware required No blocking!*

IP Office

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)

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)

e.g. Shoretel

* - requires appropriate number of VCM channels


IP link

System BSystem A

BA

Backup PSTNPSTN

Resilient Multi-Site

Huntgroup 2Huntgroup 1

Preferred Edition (VoiceMail Pro)

The IP Office Resiliency SolutionProvides business continuity for single- or multi-site SMEs

Systems A & B share information, including:Users & HuntgroupsIP Extension (Including DHCP)Personal contacts/Call Log (1600)Licenses associated to users


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

System BSystem A

BA

Backup PSTNPSTN




The IP Office Resiliency SolutionProvides business continuity for single- or multi-site SMEs


System BSystem A

BA

Backup PSTNPSTN




The IP Office resiliency solutionProvides business continuity for single- or multi-site SMEs

Once system A is restored, system administrator controls return to normal operation via System Status Application (SSA)


Centralized / PrimaryVoice Messages/Call Recording

BackupMessaging/config backup in case of

network or hardware failure

DistributedMinimizes WAN trafficUtilize local voice ports

CentralizedPrimary Preferred Edition

NetworkNetworkPrimary

IP Office

Backup Preferred Edition

DistributedIP Office

DistributedPreferredEdition

DistributedIP Office

DistributedPreferredEdition

Deploy Preferred Edition voicemail across multiple sites with resiliency

• Business continuity• Improved customer service

• Business continuity• Improved customer service

Key Benefits

The IP Office resiliency solutionProvides business continuity for single- or multi-site SMEs


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Lowest TCO






Avaya IP Office

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A Holistic Approach to Collaboration

31

User Applications and Devices

Infrastructure

Data

Integration with Business

and Social Apps

Contact Center

IP Office

DevConnect


Offers Customer Service OptionsEasy, 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 monitoringEnhanced system statistics

Simple, powerful reporting with even more value for your customers Thin client architecture lowers speeds installation, lowers TCO


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


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

IP Office Open Architecture Integrated Solutions Delivered with Partners


DevConnect Partner ExampleThe 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!


Lowest TCO






Avaya IP Office


IP Office Management & AdministrationIntuitive, 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


38

Lowest TCO






Avaya IP Office

38


An Independent Test Report: IP Office & ShoreTel

39

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 PortalCompetitive Intelligence/ShoreTel


A comparison of pricing / TCONo extra hardware required for non-blocking, conferencing

Audio Conferencing drives up ShoreTel TCOGiving Avaya a 50% Advantage!*

* - 50 user construct


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/

http://avaya-news.com/sip/ipoffice/


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Avaya IP Office is designed to optimally enable your people to sell to, interact with, service and support your customers.


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

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


Businesses Worldwide Rely on Avaya

44

More Than 5,500Healthcare Institutions

Top 10Hotel Groups

16,000Retail Sites

Top 20 Airlines

Nearly 5,000 EducationalInstitutions

Government Agencies

in more than 25 Countries

70% of the Largest Banks

Every Fortune 100

Manufacturing Company


Global Artist Booking Agency150 employees, 5 locations, London (HQ), New York, LA, Toronto, and Malmo

Preserved investment made in existing 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

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

“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

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End-to-End Avaya ServicesDelivered With Our Partners

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Avaya Professional Services Business productivity improvement

to solve your key concerns

Avaya Operations Services Total accountability for

managingcommunications solutions

Global Support Services Strategic support for

optimal performance

GLOBALSERVICES


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Reduces Your Costs, Saves You Money

Reduces Risk

Protects Your Investment

Grows Your Revenue

Works with what you have

Is Easy to Manage

The Power of We™

47


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

Backup


Avaya’s Business Model is Strong

52

Positive cash flow from operations in FY10, for ninth consecutive year

Strong cash balance continued in FY10Cash

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

Profitability

$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

Revenue

*excluding one-time and non-cash items


Avaya: Strong, Focused and Growing

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INVESTING IN R&D

5,400 patents or patents pending

ENVIRONMENTALLY SOUND

40% more energy efficient than any other network

HEADQUARTERSBasking Ridge, NJ

USA

19,000 Employees in 54 Countries

Nearly 10,000 Channel Partners Worldwide

Labs in Canada, Germany, India, Israel, Japan, US and the UK

32 Global Delivery Support Centers

Largest Installed Base

of Global Business Systems; Second Largest for Data

30M+ SME Users Worldwide, ~ 50% More than Nearest Competitor


Recent Industry Highlights

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 AwardRecognition for Lifetime

Achievement for Outstanding Service

J.D. Power and Associates 2010 Certified Technology Service & Support ProgramSM, developed in conjunction with Technology Services Industry Associates (TSIA). For more information, visit www.jdpower.com or www.tsia.com

Best Customer Commitment Best Knowledge

Management Practices Best Service Delivery Optimization

#1 MARKET SHAREUnified Communications1,

Contact Center2, Enterprise Messaging3, Audio Conferencing4

Voice Maintenance Services5 and SMB

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CRN Tech Innovator award 2010 for IP Office (11/2010)

Frost & Sullivan2011 Product of the Year

2011 “World's Most Ethical Companies” for the 5th Year

http://www.jdpower.com/

http://www.tsia.com/

© 2011 Avaya Inc. All rights reserved. 55© 2010 Avaya Inc. All rights reserved. 55

Avaya IP Office

5000/NeXspan & 800/OpenCom

Alcatel-L OmniPCX

Office

Cisco CM Express

Mitel 3300 ICP ShoreTel Enterprise

Edition

Siemens HiPath Series

Resiliency for Business Continuity (automatic failover)

Yes, with multi-site option

(all IP config)

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

Third-party SIP phone support

Yes No (OpenCom), Yes (NeXspan)

No Yes Yes Yes Yes

Audio Conferencing Capacity 2 x 64-party

3-party, no Meet-me

6-party 8-party 8-party 3-party; 6-party with

additional IP phone ports

assigned

5-party

Ability for Users to host their own password coded conference calls

Yes, with IP Office Preferred

Edition

Expensive external server required for

>3-party

6-party 32-party, no password

protections

Optional 200-party

Optional 12-204 ports

Optional, varies

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

Thin-Client Access to proprietary Call Center

Yes, with Advanced Edition

No No No No Yes, with Syntellect CIM

No

How IP Office competitive analysisStacks up strongly against the rest

http://www.brandsoftheworld.com/download/brand/2382.html

http://www.alcatel-lucent.com/wps/portal/!ut/p/kcxml/04_Sj9SPykssy0xPLMnMz0vM0Y_QjzKLd4w3cjUDSUGYpvqRKGIG8Y4IkSB9b31fj_zcVP0A_YLc0IhyR0dFAJgg_-M!/delta/base64xml/L3dJdyEvd0ZNQUFzQUMvNElVRS82X0FfMkU2


15% increase in billable time Ability to consolidate 3

receptionist roles to operate from one location Redeploy 2 resources

Lower maintenance costs

Previous system was replaced after several months

Sought reliability, client satisfaction and cost savings

“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

CPA Services Across 3 LocationsEnsures Reliable Client Service

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“With Release 5, we’ll implement the SCN resiliency, thin client applications, Voice over IP, and a “one number” mobility program that will have a significant impact on the productivity of our solicitors, who are constantly on the move – between offices, courts, clients and working at home.”

Alan BarrettDirector of IT

180 Person Law Firm in UKPracticing Mergers of Companies and Systems

Remote management of all systems “Immediate increase in productivity

and cost savings (£2000/month) through reduced maintenance”

Future applications integration: Integration with LexisNexis Axxia, the firm’s

new Practice Management System – enabling click to call and automatically keeping track of the time solicitors are on the phone on behalf of clients

Many mergers over the past 5 years added disparate systems

Needed to consolidate them all to connect their 7 locations across UK

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Near immediate ROI Intelligent, personalized

interactions with customers Cost reductions through the

use of virtual office spaces and VPN phones

Improve the level of service it could provide to its customers

Required an intelligent call routing system to support highly mobile workforce

“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

Office Equipment Vendor in UKImproves Service With Avaya IP Office

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Non-profit charity for research286 employees, 2 locations, Dallas (HQ) and Washington, DC

One-X Portal® for IP Office lets employees collaborate in real-time

Reduced maintenance costs through IP Office Manager and SSA

Resilient Multi-Site Network provides business continuity

Wanted to improve internal collaboration across employees

Outdated Norstar system made administration across 2 sites difficult

Enable employees to work remotely when necessary

“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

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Customers: Boutique, luxury hotel50 employees, 1 location, St. Louis (MO)

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

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

“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

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Customers: Anti-discrimination authority90 employees, 130 volunteers, 1 location, Paris (FR)

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

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

“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

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avaya ip office voor it managers

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