Avaya 2 User Manual
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Innovations 2.0

Intelligent Companies

Creating Intelligent Communications

About the Avaya Ecosystem

An Ecosystem is “a system of interacting and interdependent relationships.” For Avaya, this means that our success is dependent upon the success of our partners. To help ensure that success, we’ve created a variety of partnering programs ranging across the lifecycle of solution value creation, from development and interoperability with Avaya products, to Go-to-Market programs for regional and global partners alike, that extend product and service capabilities to our shared customer base in ways Avaya could never deliver alone.

Among these ecosystem programs are Avaya’s DeveloperConnection and Global AlliancePartner programs, each designed to deliver enablement and keygo-to-marketbenefits with different types of partners. These relationships combine the key strengths of both Avaya and its ecosystem members to build a wide and flexible portfolio of customer solutions, including:

Co-developedsoftware that integrates Avaya conferencing, collaboration, messaging, mobility, and contact center capabilities with leading business applications and middleware from ecosystem members

Expertise in building complete communication solutions through strategic business and systems integration and project management to help maximize their return on investment

Business and technology consulting that helps customers with business process engineering and technology selection and migration to help reduce risk

Comprehensive network infrastructure expertise that encompasses servers, switches, routers, intelligent endpoint devices, and service provider networks to help reduce operational expenditures

End-to-endservices and support – including (but not limited to)outsourcing/out-taskingservices, managed services, and hosted solutions – that help customers manage costs and focus on their core competencies

Through all of our programs, including the Avaya BusinessPartner and Consultant Relations programs, Avaya and our extensive partner ecosystem can together help our customers reduce risk across their enterprise, simplify their operations and gain competitive edge by transforming how communications can be used for strategic advantage.

Avaya DeveloperConnection Program

The Avaya DeveloperConnection Program promotes the development, compliance testing andco-marketingof innovativethird-partyproducts that are designed to utilize Avaya platforms or are compatible withstandards-basedAvaya solutions. The use of open standards allows companies to add new capabilities to their enterprise without having to replace their existing infrastructure. They can integrate new Intelligent Communications applications into their operations and deliver vital information to employees and customers wherever they are located and regardless the type of communication device or network they use. As a result, companies are able to get more out of their communications investment and can realize new possibilities for making their business more competitive.

The Avaya DeveloperConnection program’s membership totals thousands of companies, including hardware and software developers, system integrators, service providers and Avaya customers from around the world. This year, we are excited to welcome members from Ubiquity Software’s UDN developer program to the Avaya ecosystem. These partners will bring new value to Avaya customers, both Enterprise and Service Provider, as well as to other members of our developer community itself through their innovative applications and development tools.

Members have expertise in IP telephony, contact centers and mobility applications and have created hundreds of innovative solutions tested for Avaya compliance – including natural language speech recognition applications, wireless services, specialized computer telephony integration and applications tailored for specific vertical industries.

As members of the DeveloperConnection program, companies have access to a wide range of support from Avaya, including technical resources, compliance testing, training and marketing benefits.

Avaya Global AlliancePartner Program

The Global AlliancePartner Program combines Avaya expertise and industry leadership with that of other world-classorganizations to deliver innovative, seamless communication solutions. Incorporating strategic technology alliances andgo-to-marketsales relationships, the program brings unique solutions to the marketplace, delivering the latest in technology and expert services to customers.

The mission of the Avaya Global AlliancePartner Program is to increase clarity, predictability and timeliness around Avaya’s engagement with these strategic partners and to provide them with a best in class, consistent set of expectations, support, benefits and tools across the different markets in which they operate.

Avaya AlliancePartners vary widely in scope and expertise. Some offer a breadth of capabilities, while others have a laser-likefocus on a particular technology category. Our program encompasses:

Service Providers with whom Avaya collaborates to deliver Avaya product solutions, hosted solutions, and sophisticated contact centers

System Integrators with whom Avaya collaborates to help customers understand the business value of advanced technology and build complete solutions integrating products and services from multiple vendors

Outsourcers with whom Avaya works to offer out-taskingand managed and hosted solutions

Strategic Technology Partners who work with Avaya in collaborative development efforts to define and deliver unique joint product capabilities and solutions to the market

AlliancePartners complement Avaya’s own strengths in IP telephony, contact centers, unified communications, communications-enabledbusiness processes and services – letting us weaveleading-edgehardware, software and consulting expertise into cohesive solutions that help customers meet their specific business objectives. As a result, you can offer customers a wider choice of solutions that are sharply focused on specific needs or industry solutions. Your customers will benefit frombest-in-classsolutions that help them make their people more productive, their processes more intelligent and their customers more satisfied.

Accenture

Accenture is a global management consulting and technology services company. Committed to delivering innovation, Accenture collaborates with its clients to help them realize visions and create tangible value. With deep industry expertise, broad global resources and proven experience in consulting and outsourcing, Accenture can mobilize the right people, skills, alliances and technologies. With more than 133,000 people in 48 countries, Accenture works with clients in nearly every major industry worldwide. Through the integration of consulting and outsourcing, Accenture identifies critical areas with potential for maximum business impact; innovates and transforms the processes in those areas; delivers performance improvements and lower operating costs by assuming responsibility for certain business functions or areas; and Accenture holds itself accountable for results.

Accenture’s eight service lines include customer relationship management; finance and performance management; human performance; solutions operations; strategy and business architecture; supply chain management; technology, research and innovation; and technology solutions.

For more information, visit www.accenture.com

The Avaya and Accenture Alliance

Together, Avaya and Accenture deliver innovative, costeffective contact center solutions to help businesses generate greater value from every customer interaction while delivering a seamless customer experience across sales, marketing and services.

Avaya supplies world-classcontact center applications and trusted technical and implementation expertise. Accenture brings deep knowledge of customer relationship strategies and delivery experience across multiple industries, along with the program management skills that ensure a smooth deployment no matter how complex the solution.

Avaya and Accenture Integrated

Contact Center Solutions

Compliant with Avaya Customer Interaction Suite.

Solution Category

Call/Contact Center

Call Control/Routing

Screen Pop

Primary Industries Served

Banking

Finance

Government – State & Local

Insurance

Telecommunications

Utilities

Member Presence

APAC

EMEA

NA

Avaya Contact

Martha Komachi 630-245-2736komachi@avaya.com

Joint CRM and IP Telephony solutions combine Avaya’s leading contact center solutions and IP telephony products with Accenture global business consulting, integration services and expertise in vertical markets.

Accenture Customer Contact Transformation Services integrates transformation and technology investments to maximize workforce performance, coordinates service delivery across multiple channels, and increases the profitability of each interaction. By decreasing labor requirements, increasing self-servicecapabilities and integrating leading Avaya contact center technologies included in this offer, can help dramatically reduce the cost of service delivery by 10 to 30 percent.

Specifically, the Accenture Customer Contact Transformation solution helps clients: understand the true cost of serving customers, align customer treatment with revenue growth, implement costeffective self-servicechannels that enhance service quality, optimize the performance of contact center personnel and processes, explore innovative sourcing solutions that reduce risks and operating costs, and align customer contact capabilities to customer demand, without committing tohigh-costtechnologies and operating infrastructures.

By combining Avaya’s leadership in developing next generation, intelligent, customer-focusedcommunications technology with Accenture’s proven record as one

of the leading providers of CRM solutions and services, thousands of enterprises can manage critical customer relationships.

Aruba Networks

Aruba Networks provides an enterprise mobility solution that enables secure access to data, voice and video applications across wireless and wireline enterprise networks. The Aruba Mobile Edge Architecture allows end-usersto roam to different locations within an enterprise campus or office building, as well as to remote locations such as branch and home offices, while maintaining secure and consistent access to all of their network resources. Based in Sunnyvale, California, Aruba has operations in the United States, Europe, the Middle East and Asia Pacific, and employs staff around the world.

For more information, visit www.arubanetworks.com or contact

John Vincent 901-854-2357

jvincent@arubanetworks.com

Offers

Compliant with Avaya Communication Manager, Avaya SIP Enablement Services and Avaya IP Office Solution.

Aruba Mobility Controllers

Aruba Networks’ Mobility Controllers centralize the mobility, security and management of wireless environments.

Aruba Controlled Access Points

Aruba Networks’ ultra-thin802.11 a/b/g access points work with Aruba Mobility Controllers to simultaneously provide network access and RF monitoring.

ArubaOS Mobility Software

ArubaOS is a sophisticated software suite that serves as the operating system and applications engine for all Aruba Mobility Controllers. With ArubaOS, wireless and mobile environments can be easily secured, centrally managed and automatically optimized.

Solution Category

Infrastructure

Infrastructure Management

Mobility

Security

Solution Architecture

Wireless LAN

Wireless Telephony

Primary Industries Served

Banking

Education

Education – Higher

Education – K-12

Finance

Government

Government – Federal

Government – State & Local

Healthcare

Homeland Security

Hospitality

Insurance

Legal

Manufacturing

Retail

Telecommunications

Transportation

Utilities

Member Presence

APAC

CALA

EMEA

NA

Avaya Contact

Bob Lesniak 732-852-2281rlesniak@avaya.com

Aruba Mobility Management System

The Aruba Mobility Management System is a network management system for managing Aruba Mobile Edge Controllers and Access Points. It is user-centric,enabling administrators to do planning, monitoring and RF coverage, fault management, reporting and many other functions.

A Communications Network Company

An intelligent communications solution by Avaya and Aruba Networks

A FORTUNE 100® company located in the southern United States, with annual revenues in excess of $10 billion and more than 35,000 employees, owns and operates alarge-scale,nationwide

communications network. Among the company’s core values is an emphasis on customer service and satisfaction – doing whatever it takes to meet customer expectations. The company also measures its success based on delivering superior financial returns to its stakeholders.

Challenge

The customer runs one of the largest nationwide communications networks from a Network Operations Center in the southern United States. The NOC is a 7,000 square foot, open-planroom with low cubicles and large animated displays on the walls. At any given time, there are up to 70 network engineers in the NOC, all of whom may have active voice calls. Network engineers typically work at their desks in office spaces adjacent to the NOC. When they report to the NOC for a shift, they move to a workstation in one of the cubicles. As they monitor and solve network problems, they also formad-hocteams using surrounding conference rooms.

As the network engineers must be un-tetheredto be effective and efficient, a mobile voice and data solution is mandatory. Previously, the customer’s voice solution was based on the public cellular network; however, this was outside their5-digitnumbering scheme and had very high associated costs of approximately $100 per engineer per month.

Solution

Aruba and Avaya partnered to deliver a wireless voice solution that provided PBX features and advanced voice functionality to NOC engineers. Aruba provided a centralized enteprise Wi-Fiinfrastructure comprising managed ArubaAP-65andAP-70Access Points (APs) located on the top of workspace cubicles throughout the NOC and connected to the company’s LAN infrastructure. An Aruba 6000 mobility controller, installed in the company’s data center, manages and secures theWi-Finetwork. A range ofSIP-capablevoice-over-Wi-Fi(VoFi) phones were tested and approved by both Aruba and Avaya, qualifying handsets offering the full Avaya feature set and extending capabilities well beyond the“SIP-16.”

Results

Cost savings. Cost savings of more than $75,000 per year by switching from cellular-basedmobile voice to an enterpriseWi-Fisolution

Improved mobility. The solution enables help desk workers to be mobile while retaining automatic contact distribution features and provides them with mobile phones mirroring the functionality of their desk phones.

AtHoc

AtHoc is a recognized leader in providing enterprise-class,network-centricemergency notification systems used for force and personnel protection, facility mass notification, public safety and critical enterprise communications. Millions of end users worldwide, in organizations such as the U.S. Air Force, U.S. Army, U.S. Navy, the Air University, Hawaii State Civil Defense, U.S. Patent and Trademark Office, Boeing, PricewaterhouseCoopers, and eBay rely on AtHoc’s alert delivery and management systems for critical communication and alerting needs.

For more information, please visit www.athoc.com or contact Ly Tran

650-685-3000sales@athoc.com

Offers

AtHoc IWSAlerts™

Compliant with Avaya Communication Manager, Avaya Softphone, Avaya IP Telephones,

Avaya SIP, Enablement Services and Avaya SIP Application Server.

IWSAlerts is a commercial-off-the-shelf(COTS) offering that transforms an organization’s existing IP network, telephone and text messaging infrastructure into a comprehensive emergency notification system. IWSAlerts allows organizations to quickly communicate with all personnel via multiple and redundant channels – computers, shared computer kiosks,text-messaging,wireless devices, telephones (cell and land line phones), PDAs and more traditional forms of alerting such as public address systems, sirens, radios and digital bulletin boards.

Emergency operations teams use IWSAlerts to rapidly deliver highly-targetedwarnings, instructions and information to thousands of people over multiple communication devices from a single management console. The system providesreal-timerecipient feedback and acknowledgements, aiding in personnel accountability and ensuring a quick and safe response.

Solution Category

911

Messaging

Security

Unified Messaging

Workforce Management

Primary Industries Served

Education

Government

Healthcare

Homeland Security

Transportation

Utilities

Member Presence

NA

Avaya Contact

Denise Gilardone 781-472-6041gilardone@avaya.com