1. Avaya Professional Services Techshare 2009
Lukasz de Ines
APS Project Manager & Consultant
© 2009 Avaya Inc. All rights reserved.

2. Business Partner Assisting Partner Development Professional Services
BUY
“DO IT WITH ME”
BUY/BUILD
“HELP ME TO DO IT”
BUILD
“CHECK IT FOR ME”
Subject Matter Expertise & Consultancy
Project Delivery Involvement
Standard & Custom Implementation Offers
Starting with the Standard offers for the partner who prefers Avaya project expertise & deployment, either in partnership (mentoring / ridealong) or on behalf of a partner, moving through offers designed to assist & compliment partner delivery through to Assurance of a partners delivery
Implementation Services: Standard and Custom Implementation and Integration of Avaya IC and OA 6.0 Applications
Consulting Services:Support of Avaya Partners with Subject Matter Expertise for Planning, Architecture and/or Installation of Avaya IC and OA 6.0 Applications
Assurance Services: Providing quality review of project stages by providing clear advise and recommendations of ongoing project deployment
Business Partner
Product Experience
© 2009 Avaya Inc. All rights reserved.
© 2009 Avaya Inc. All rights reserved.

3. Technical Account Services Offer Overview
“Why did we create this offer?”
Create a Professional Services program to benefit direct Avaya customers and allow Partners to grow their business
Eliminate complexity in quoting and contracting APS
Maximize the customers value derived from their investment in Avaya technologies
“What are the benefits to you?”
Technical Expertise: Access to Avaya Professional Services best technical resources and subject matter experts
Ease of Engagement: Greatly simplified contracting process
Increased Customer Satisfaction: Compressed deployment time and expedited problem resolution
If an Avaya TAS Consultant is engaged in the pre-sales stage of an opportunity and you don’t win the business – you are not billed for their time !
© 2009 Avaya Inc. All rights reserved.

4. Technical Account Services Packages
Basic
Enhanced
Premium
Availability
Direct and Indirect Channel
Direct and Indirect Channel
Direct and Indirect Channel
Package Hours
60 - Hours (TAS)
80 – Hours (TAS)
40 - Hours (TAS)
20 – Hours (ES)
80 – Hours (ES)
Estimated Duration
3 - 4 Weeks
5 – 8 Weeks
8 – 11 Weeks
Package Price (RPL)
RoEMEA - $9k*
UKI - $10k
RoEMEA - $18k*
UKI - $20k
RoEMEA - $36k*
UKI - $40k
Architecture Design Review
Best Practice Review
SOW Review
Liaison Services
Basic Service
Additional Optional Services
Portfolio and Project Specific
Basic Service
Additional Optional Services
Portfolio and Project Specific
Services Focus
*For pre-sales support, billing will occur “only” if opportunity goes to contract
© 2009 Avaya Inc. All rights reserved.

5. Offer Benefits Partner Customer
Easy access to Avaya’s Advanced Solution Architects & Subject Matter Experts
Technical Architecture and Design Review and Validation
Integration and Implementation Planning
Best Practices
Greatly simplified engagement and quoting process
“Hotline” into Avaya to quickly resolve problems
Creates competitive differentiation
Minimizes staffing requirements for specialized roles & maximizes profitability
Partner
Customer
Facilitates manufacturers participation and perspective in planning and design process
Tighter alignment of partner and manufacturer resources provides quicker and more precise resolution of issues
Provides the ability to leverage manufacturer’s best practices while maintaining existing partner relationship
© 2009 Avaya Inc. All rights reserved.

6. Direct/Partner Presales TAS Process
Contact your Avaya Professional Services Representative 1
Finalize package selection and agree Scope 2
Submit Customer signed TAS Service Description 3
TAS service is delivered and deal is closed with their end-user 4
After deal is closed, invoice Customer / BP for TAS services 5
© 2009 Avaya Inc. All rights reserved.

7. Professional Services Business Development & Engagement - EMEA
UK/Ire Jane Brown
Northern & Southern Europe Marc Chebel
Germany Guido Gloy
Central & Eastern Europe Wolfgang Weinmann
Russia & MENA Peter Thompson
© 2009 Avaya Inc. All rights reserved. 7 7
© 2009 Avaya Inc. All rights reserved.

8. Avaya Professional Services Packaged Applications
© 2009 Avaya Inc. All rights reserved.

9. Packaged Applications - Call Back Assist
Announce to the caller their estimated wait time
Offer the caller the either the next available callback or a scheduled callback
Collect caller information
Place a virtual tag to either hold their place in line or at the scheduled time for the Callback
Release the caller
At the correct time establish a callback to the caller
© 2009 Avaya Inc. All rights reserved.

10. Packaged Applications - Call Back Assist
© 2009 Avaya Inc. All rights reserved.

11. Packaged Applications – Desktop Wallboard
Desktop Statistics Integration with a “Wallboard” display directly on the agent’s desktop for unprecedented communication and call center efficiency
Real-Time Call Centre Statistics
Configurable Messaging Marquee
A client/server application that delivers near real-time contact centre statistics to the agent desktop
© 2009 Avaya Inc. All rights reserved.

12. Proactive Contact / Voice Portal Connector
By tightly integrating the operation, value, and benefits of both Proactive Contact and Voice Portal, enterprises can now reach out to their customers and intelligently offer actionable options. This can essentially double the usefulness of each of these independent solutions. Customers receiving these multi-channel proactive outreach communications are now empowered to take action through automated options.
PC/VP Soft Dialer Sample Configuration
PC/VP Hard Dialer Sample Configuration
© 2009 Avaya Inc. All rights reserved.

13. My Phone Application
The Avaya MyPhone application enables users to self-administer features of their phone
Password
Button definition
EC500 configuration
Enhanced call forwarding
Web based user interface
© 2009 Avaya Inc. All rights reserved.

14. Packaged Applications - Smart Agent Recorder
Where
Small / Medium Contact Centers
“All Calls” recording: records inbound, outbound and internal calls.
Records on all types of end-point: Analog, IP phone (hard and/or soft phone), Digitals, IVR Channels.
Solution 100% Software DMCC (CMAPI) based recording application
Up to 100 simultaneous channels
© 2009 Avaya Inc. All rights reserved.
© 2009 Avaya Inc. All rights reserved.

15. SAR - Architecture
Avaya Smart Agent Recorder (SAR) is a package developed by Avaya Professional Services Software and Custom Applications to be a low cost call recording system, designed to provide flexible criteria recording with fast and accurate retrieval and high quality playback.
SAR is targeted to small sized contact centers, of up to 250 agents and 100 simultaneous recording channels.
SAR provides 3 recording strategies (modes); All Calls, Recording on Demand (initiated by the Supervisor or by an Agent) and Selective recording, based on highly customizable rules
SAR records calls from whatever technology used, analog, digital and IP hard/soft phones
© 2009 Avaya Inc. All rights reserved.
© 2009 Avaya Inc. All rights reserved.

16. Engagement Professional Services
Pricing Requests for Professional Services
Fill out the attached
“Request Form” prior
to submitting your
request.
© 2009 Avaya Inc. All rights reserved.

17. Professional Services Packaged App’s EMEA Primary Contacts
General and information requests
Custom Application Support requests
© 2009 Avaya Inc. All rights reserved.