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Avaya Unified Communications For Small Business

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Avaya Unified Communications For Small Business

  1. 1. IP Office Unified Communications
  2. 2. Unified Communications for Small Business Avaya’s Solution Small Business Challenges 2 3 4 Overview – Avaya 1
  3. 3. Avaya Global Leader in Business Communications <ul><li>100 years of experience and innovation in our DNA from AT&T to Lucent Technologies </li></ul><ul><li>18,634 employees in 54 countries </li></ul><ul><li>6,000+ Developer Connection Partners & Global Alliance Partners </li></ul><ul><li>1 million+ customers & 90% of FORTUNE 500® companies </li></ul><ul><li>4,180+ Avaya Labs patents or patent applications </li></ul>… customer path, pace and choice Solutions Partners Services Avaya Customer Value
  4. 4. Unified Communications for Small Business Avaya’s Solution Small Business Challenges 2 3 4 Overview – Avaya 1
  5. 5. Small Business Challenges Accessing & Retaining Talented Staff Ensuring Fast Responsiveness Reducing Expenses Maintaining High Productivity
  6. 6. Did You Know? Facts About The Costs Of Small Business Challenges Flexible schedules ranks over compensation 65% to 35% Remote workers save businesses an average of $5K/year in facilities costs Businesses lose $2K/year per employee when they feel obligated to be in office Talent Prefers Flex Over Comp Cost of Lost Productivity Real Estate Costs Typical commute emits 5,000+ carbons per year … uses ~400 gal of gas. Average daily commute of 40-minutes equates to eight working weeks/year Most spend $2.5–$11K per year for just commute, food and dry cleaning. Impact On Environment Typical Spend At Main Office The Average Time to Commute
  7. 7. What Small Businesses Are Saying… 72% Agree unscheduled absences are costing their business money … lost productivity Avaya Commissioned Study (2008) ? 87% <ul><ul><li>Only 13% are measuring it </li></ul></ul><ul><ul><li>Those measuring it say costs approach $20K annually! </li></ul></ul>
  8. 8. What Small Businesses Are Saying… Say employee sick days & stress are top two contributors to lost productivity ? Avaya Commissioned Study (2008) 72% <ul><ul><li>> 20% are severely impacted by inclement weather / outages (6 or more days a year) </li></ul></ul>
  9. 9. What Small Businesses Are Saying… 72% 87% Would implement a limited “work from home” option if a solution existed to improve productivity & morale Avaya Commissioned Study (2008) ? 90% > 70% would consider permitting permanent home office working to avoid an expensive real estate move
  10. 10. What Small Businesses Are Saying… 72% 87% 90% Believe a “work from home” solution would have recouped more than half of their lost productivity <ul><ul><li>51% think stressful commutes negatively affect performance </li></ul></ul><ul><ul><li>91% say helping environment plays some role in their decision </li></ul></ul>Avaya Commissioned Study (2008) ? 64%
  11. 11. Unified Communications for Small Business Avaya’s Solution Small Business Challenges 2 3 4 Overview – Avaya 1
  12. 12. Avaya IP Office <ul><li>A converged communications solution designed and built for small to midsize businesses </li></ul><ul><li>Uses both voice and IP technology </li></ul><ul><li>Supports analog, digital and IP phones </li></ul><ul><li>Delivers intelligent ways for you to reduce cost, increase productivity, and improve customer service for your business. </li></ul>
  13. 13. Bringing It All Together Unified Communications for Small Business © 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA VPN Gateway Netgear Juniper Kentrox…… Household Router Household Router New Improved Improved Part-Time Teleworking Full-Time Teleworking Mobile Employees Mobile Twinning One-X™ Mobile PSTN INTERNET PC Softphone
  14. 14. Unified Communications for Small Business Avaya’s Solution Small Business Challenges 2 3 4 Overview – Avaya 1
  15. 15. What is Unified Communications? Be reached anytime, anywhere you want to be reached Communicate using the most appropriate device Boost productivity, efficiency, customer service
  16. 16. <ul><li>When your desk phone rings, so does your mobile phone </li></ul><ul><li>Transfer from mobile to office phone and not drop the call </li></ul><ul><li>Reduce mobile phone charges and leverage IP Office features </li></ul><ul><li>Single place to pick up all voice messages </li></ul>Real Time Responsiveness Reduce risk of missed calls & lost revenue Mobile Twinning
  17. 17. Ensure Non-Stop Productivity Be prepared for the unexpected Phone Manager Pro <ul><li>Intuitive PC user interface provides full call control from any phone: </li></ul><ul><ul><li>Make and receive calls </li></ul></ul><ul><ul><li>Transfer, forward, hold </li></ul></ul><ul><ul><li>Conference calls </li></ul></ul><ul><ul><li>Speed dialing </li></ul></ul><ul><ul><li>Call history </li></ul></ul><ul><ul><li>Presence </li></ul></ul><ul><ul><li>Becomes a softphone </li></ul></ul>
  18. 18. <ul><li>Provides home workers with same functionality as workers in the office </li></ul><ul><li>Save on residential calling costs; reduce/eliminate reimbursements </li></ul><ul><li>Monitor and track calls and productivity of remote workers </li></ul><ul><li>No remote VPN device required </li></ul><ul><li>Expands full-time & seasonal labor pool to virtually any geographic location </li></ul>Employ Qualified Home Workers VPN phones improve communications, cut costs Avaya IP Phone with VPN Software at remote location
  19. 19. IP Office Release 4.2 Unified Communications increasing Productivity Avaya one-X™ Mobile Client for Small Business Voicemail to Email Presentation Unified Messaging Service Mobile Call Control
  20. 20. Mobile Call Control Maximum productivity from mobile workers <ul><li>Mobile users can </li></ul><ul><ul><li>Place caller on hold </li></ul></ul><ul><ul><li>Transfer caller to another extension </li></ul></ul><ul><ul><li>Toggle between calls </li></ul></ul><ul><ul><li>Set up conference calls </li></ul></ul><ul><ul><li>Call Record (with VoiceMail Pro) </li></ul></ul><ul><li>Logged Out User </li></ul><ul><ul><li>Ideal in shared desk environments or during outage </li></ul></ul><ul><ul><li>Calls are seamlessly twinned </li></ul></ul><ul><li>IP Office 500 only </li></ul><ul><li>ISDN PRI (IP500 PRI-U) </li></ul><ul><li>ISDN BRI* (IP500 Quad & Dual BRI) </li></ul><ul><li>SIP trunks </li></ul>
  21. 21. Without one-X = International Mobile Call With one-X = local Call IP Call Call control and cost savings PSTN Mobile
  22. 22. Avaya one-X™ Mobile Client for Small Business <ul><li>Make & Receive calls through IP Office 500 and your compatible mobile device </li></ul><ul><li>Supported on </li></ul><ul><ul><li>Symbian Single Mode Version 4.0 </li></ul></ul><ul><ul><li>Windows Mobile Version 5.0 and 6.0 </li></ul></ul><ul><li>IP Office 500 only </li></ul><ul><li>ISDN PRI (IP500 PRI-U) </li></ul><ul><li>ISDN BRI* (IP500 Quad & Dual BRI) </li></ul><ul><li>SIP trunks (RFC2833) </li></ul><ul><li>Visit support.avaya.com for complete list of supported devices </li></ul><ul><li>IP400 Legacy Trunk cards NOT supported </li></ul><ul><li>Incoming & Outgoing CLI required </li></ul>* Regional availability
  23. 23. Mobility Licensing <ul><li>Mobile Twinning License now renamed Mobility License </li></ul><ul><li>Single license for </li></ul><ul><ul><li>Mobile Call Control </li></ul></ul><ul><ul><li>one-X Mobile Client for Small Business </li></ul></ul><ul><ul><li>Twinning </li></ul></ul><ul><li>One valid license required per configured user </li></ul>60 Day Free Application Try-It-Buy-It Program for Mobility, 5 user <ul><li>Don’t miss calls when away from desk – even for hot deskers </li></ul><ul><li>Simplified administration – all mobile phone features covered by one license </li></ul>Key Business Benefits
  24. 24. Mobility Enhancements Enrich UC solution <ul><li>Increases UC for Small Business Value Proposition </li></ul><ul><li>UC for Small Business customers will </li></ul><ul><ul><li>improve productivity, accessibility, and increase responsiveness </li></ul></ul><ul><ul><li>realize all enriched UC benefits </li></ul></ul><ul><ul><ul><li>Real-time responsiveness </li></ul></ul></ul><ul><ul><ul><li>Help ensure non-stop productivity </li></ul></ul></ul><ul><ul><ul><li>Enable Tele-work </li></ul></ul></ul><ul><li>UC for Small Business components at IP Office R4.2: </li></ul><ul><ul><li>VPN Phone License </li></ul></ul><ul><ul><li>Phone Manager Pro License </li></ul></ul><ul><ul><li>Mobility License </li></ul></ul><ul><li>IP Office 500 only </li></ul><ul><li>ISDN PRI (IP500 PRI-U) </li></ul><ul><li>ISDN BRI* (IP500 Quad & Dual BRI) </li></ul><ul><li>SIP trunks (RFC2833) </li></ul>* Regional availability
  25. 25. Bringing It All Together Unified Communications for Small Business Business Communications Applications Contact Centre Telecommuter One Number Access VPN User PC Softphone Email Reading & Reply Recording Messaging Web Services Conferencing Mobility IP Telephony
  26. 26. Q & A
  27. 27. Sources <ul><li>New Cornell University study, published in April 2004 of the Journal of Occupational and Environmental Medicine. A study of 375,000 employees over a 3-year period </li></ul><ul><li>1999 study by The Employers Health Coalition of Tampa, FL </li></ul><ul><li>Risk and Insurance, March, 2004 </li></ul><ul><li>Business Legal Resources, April 24, 2003 </li></ul><ul><li>Recent BankOne survey of employees </li></ul><ul><li>Dee W. Edington PhD, Director, Univ. of Michigan Health Mgmt Research Center </li></ul><ul><li>Elevated Stress Levels Lead to Presenteeism, by Richard Chaifetz, CEO of ComPsych, provider of EAP programs </li></ul><ul><li>Bulletin to Management, 12/5/2002, BNA Professional Information Center </li></ul><ul><li>Braun Consulting News, 2003 CCH Unscheduled Absence, Business Insurance July, 2000, and the US Bureau of Labor Statistics </li></ul><ul><li>Cigna Behavioral Health, April 26, 2004 </li></ul><ul><li>Additional sources are noted on the respective slides or inside the notes sections. </li></ul>

Notas do Editor

  • Maintaining High Productivity Businesses lose an estimated $2,000 per employee per year in productivity This is due to employees feeling obligated to go into the office no matter what (i.e. sick, stressed, etc.) Storms, fires or outages also prevent many or all from showing up to work Closing the business for one or more days can have devastating impact on top and bottom line Helping employees blend work and life is becoming increasingly important to maintain their level of productive output Going to the office when sick or stressed= 7 ½ times more costly to businesses than actual absences 64% of unscheduled absences are due to family issues (22%), personal needs (18%), an entitlement mentality (13%) and stress (11%). 30% of employees come to work at least 5 days when they are too distracted to be effective. 28% of workers took time off for care giving and 25% took at least 1 hour/day to deal with personal issues Reducing Expenses Pending economic pressures means businesses may need to streamline now to be prepared for later Small Business owners &amp; their Office Managers &amp; CFOs will be looking for areas to cut costs Only technology that can demonstrate real impact to the top and bottom line will be considered Creative financing may be necessary if businesses are short on capital Ensuring Fast Responsiveness The ability to react rapidly is one of the most important differences in small versus large companies. Without that, they lose their edge. Prospective customers have many choices. When they contact the small business and get no response, they will immediately go somewhere else. Small businesses need them to grow. Delayed response to clients, suppliers, other employees can cause missed deadlines, missed orders and ultimately, lost business. In a company with 1000 people, you have dedicated people answering the phone. In a business with 20, they all need to be responsive to customers, they need to be accessible Accessing and Retaining Talented Staff There is a worldwide struggle for small employers to fill jobs USA Today, 1/3/2007, states “small employers must consider raising wages and adding benefits such as flexible working hours to better compete with big corporations” BBC News, 11/15/2007, estimates “more than three in four small UK firms struggle to recruit enterprising staff” “ only 12% felt better pay would keep staff loyal”
  • Now let’s quickly talk about a few facts that you may not necessarily be thinking about, which could potentially have a huge impact on your business. Flexible Work Arrangements As I mentioned in slide 4, on average it costs your business about two thousand dollars per employee, per year in productivity when your employees come into work when feeling sick or stressed. In a 25-person firm, that’s $50K in productivity costs. It’s a condition known as “presenteeism”, and it affects every business. When someone is stressed about something at home – it could be elder care, it could be a child with a cold, a minor emergency in the home – they’re not fully focused on their work. Enabling them to work from home – with the same level of responsiveness and accessibility – can help to prevent that lost productivity. Real Estate Costs By enabling people to work from home, full-time, you can save up to $5000 in office space, desk, electricity, etc. Think of the costs you can save if you want to expand your workforce? And that’s not to mention the moving costs you can incur if you need to move to larger office space – which can be anywhere from $5,000 to $250,000. Environmental Impacts Responsibility for the environment is something that’s becoming more and more important to business and the world in general. Allowing for remote working, even one day a week can save 78 gallons of gas a year for your employees, and over 1,000 pounds of carbons. A full-time tele-worker reduces carbon emissions by over 5,000 pounds per year. Full-Time Teleworkers Working at home can save your employees up to $11,000 per year in a variety of costs such as gas, tolls, wear and tear on their car, meals, dry cleaning. That’s great for the employee – and it translates into an equivalent salary of up to $16,000 a year. But that also benefits you, as the business owner. That’s a strong employee retention message to send to your employees. Commuting Reduces Productivity Think about it: 40-minutes in the car, to and from work, is time that employees could spend working if they didn’t have a commute. 8 weeks a year. Even if you realized a fraction of that – say, two weeks worth – that’s a significant uptick in productivity for that employee. Employee Loyalty and Morale Employees want flexibility. Studies show that having the ability to be in a flexible work environment is high on the list of things that employees want. They’ll stay at a company because of it. They’ll move to a new company because of it. It reduces stress for them, helps them balance work and family responsibilities. It increases their loyalty to you, and you can attract and retain the best employees. In short, there are a lot of reasons why unified communications should be important to your business. It helps in all the areas that I just mentioned above. Now, let’s quickly review what Unified Communications is…
  • An Avaya study of Small Business has revealed some alarming facts, that emphasizes the loss of productivity when unforeseen events take place. These results show a high percentage of business owners that have identified pain points and concerns, and willingness to implement technologies to address those concerns Slides build – interact with the audience – each bullet should be self explanatory
  • Some Key Points: The IP Office designed specifically for the Small and Medium Business market. This is a system designed for businesses just like yours not one that was down-sized from a big enterprise solution or pieced mealed together. IP Office is based on both voice and IP Technology. It supports analog, digital and IP phones thus allowing you to configure you telephony solution the way you want and to grow as it best fits your needs. You don’t have to go all IP or all Digital…you do it your way. And there are 120,000+ installed and they are working
  • Bringing it all together, IP Office Release 4.2 offers Mobile employees: Mobile Twinning, Mobile Call Control Avaya one-X™ Mobile Client for Small Business Phone Manager PC Softphone For Part-Time Teleworkers, utilize Phone Manager Pro with its Telecommuter Mode. For Full-Time Teleworkers, utilize VPN Phone
  • Speaker Notes Let’s define what we mean by the term “unified communications”. At a high level, Unified Communications is about allowing communications to happen where and when you want it to happen, using the device that’s most appropriate at that time and in that place. You may be walking through an airport. You may be in a taxi. You may be working at home because of severe weather or some minor emergency at home that makes it difficult or impossible to reach the office. You could be at a client’s site. You may be in the office. Unified communications allows you to use the device – your mobile phone, your home phone, office phone, email – to communicate with your customers and your colleagues. And it’s all with the express purpose of allowing your people – ALL your employees – to be as productive as possible, to keep costs in check, and to make sure that you are serving your customers to the best of your ability. That’s the reason for unified communications. You need to be able to stay in touch, be responsive and accessible no matter where your employees happen to be. That’s your differentiating factor. Unified Communications is the solution that helps you do just that. Now, let’s take a look at the specific Unified Communications for Small Business solution. This is what’s relevant for your business…
  • For your mobile employees, one of the features of Unified Communications is that their calls are “twinned” on their desk phone and another designated phone. In other words, when a customer calls the employee’s desk phone, it rings there, but it also rings on their mobile phone at the same time. They never need to miss a call when they are out on the road. It also means that when their colleagues look to see if they are “onhook” or “off”, they’ll be able to see that they are on the phone. It makes it easier for associates to reach each other when they are free to talk. Another nice feature of this capability of the solution is that if you are on your mobile phone and return to the office, you can seamlessly move from the mobile phone to the desk phone, potentially cutting down on mobile phone bills. This also means that if for some reason the mobile associate can’t answer their phone, the IP Office system takes the voice message from the customer – which means that the sales person has only one place to pick up messages and this allows for greater efficiency.
  • To provide the non-stop productivity we’ve been talking about, the Unified Communication for Small Business solution provides an intuitive graphical user interface for your employees’ PCs that provide all the call control for whatever phone they are using. Calls to their office number are re-directed to their designated phone, and the employee controls them through the interface on their PC. They can transfer calls, conference in others, use their speed dial, see call history, and even the “presence” of the other people in the office. For instance, they can see who’s on the phone and who’s not; who’s out to lunch, etc. In short, with this call control interface on their laptop, they can get all the same calling functions they get in the office – and you’re customers will never know that they worked from home that day.
  • Remote/home workers benefit greatly by having a VPN phone (phone sold separately from the VPN software included in the Unified Communications for Small Business solution). First, it provides a secure link into the IP Office communications system in your office. So, with just an Internet connection at their home, an Avaya IP phone with the VPN licenses on it (these licenses are included as part of the UC for Small Business solution), and a VPN gateway back at your office, your remote workers are set. Your remote employees don’t need a separate VPN device at their home office, saving on equipment costs. No more calling cost expenses from your remote workers. And if you need to add new remote workers, simply provide them with the Avaya IP Phone with VPN licenses and they are ready to go. You can avoid moving costs or simply the cost of office space for that employee. Some business owners are concerned about how they can maintain control of their employees when they work from home. With an Avaya IP Phone, business owners can get access to calling records to track who is being called and for how long. This ability to offer full-time remote working means that you can hire the right people in the right location. Do you need someone two time zones away, to handle early morning or evening calls? Enabling remote working allows you to do that.
  • With IP Office Release 4.2, enhancements made to increase productivity through Unified Communication capabilities include: Avaya one-x™ Mobile Client for Small Business Mobile Call Control NEW! Unified Messaging Service optionally available with VoiceMail Pro Embedded Voicemail support for voicemail to email presentation
  • New mobility enhancements include the ability for a twinned call, answered on the remote device, to have control of that call by accessing system functions such as: Placing caller on Hold Transferring caller to another extension Toggling between calls Setting up conference calls And when using VoiceMail Pro, the ability to record the conversion This Mobile Call Control is part of the Mobility license (formerly known as Mobile Twinning) that we have had for quite some time; however, the Mobile Call Control functionality is only available with: IP Office 500 using PRI/BRI trunks (with the specific cards) and SIP trunks. With regards to the Mobile Twinning functionality, a user no longer needs a physical phone to use Twinning. Therefore, the user can be ‘logged out’. This is extremely beneficial in shared desk environments (think about Real Estate offices or Sales offices) or in the event of an outage. When the user walks back into the office, the User can log into a phone and pickup the twinned call on the IP Office telephone. So what does all this mean? The productivity of mobile workers has gotten more powerful and the increased interaction with the system enables business to be conducted efficiently and more effectively than before.
  • With one-X Mobile you can automatically take advantage of alternate route selection, Small Community Networking and corporate tariffs to realise cost savings.
  • Avaya one-X™ Mobile Client for Small Business is software that is downloaded to a compatible mobile device. From the mobile device, the user can make and receive IP Office phone calls. Supported mobile devices include: Symbian Single Mode Version 4.0 Windows Mobile Version 5 Windows Mobile Version 6 Similar to Mobile Call Control, Avaya one-X™ for Small Business is available with: IP Office 500 using PRI, BRI (with specific cards) or SIP trunks Avaya one-X™ for Small Business is available through the Mobility license. So what does all this mean? Again, productivity of the mobile worker is now even more seamless. Whereas Mobility (previously known as Mobile Twinning) and Mobile Call Control is effective when ‘receiving calls to your desktop/extension’, Avaya one-X™ Mobile Client for Small Business allows the user to be ‘active’ in not only receiving calls, but also in placing calls…all through the IP Office system. An important point to note is that for IP Office, the capability is known as ‘Avaya one-X™ Mobile Client for Small Business.’ There is a distinction between Avaya one-X™ Mobile Client and Avaya one-X™ Mobile Client for Small Business. For Small Business, Single Mode is supported, as opposed to Dual Mode. Very important distinction.
  • As mentioned previously, Mobile Twinning has been renamed ‘Mobility’. Mobility provides for the following capabilities: Twinning Mobile Call Control – with IP Office 500 and PRI, BRI, SIP trunks One-X Mobile Client for Small Business – with IP Office 500 and PRI, BRI, SIP trunks A license is required for each configured user The same Material Codes that have been available for Mobile Twinning are the same ones used for Mobility And don’t forget about the 60-day trial license
  • From a Unified Communications for Small Business perspective, with IP Office 500, PRI/BRI/SIP trunks and one of the UC bundles, the employee of that company is licensed for: VPN Phone License, Phone Manager Pro License, and the Mobility License.
  • Let’s take a closer look at what IP Office offers: One Number Access Email Reading &amp; Reply PC Softphone – ideal for those traveling such as in a hotel Telecommuter – for those temporary ‘planned’ and ‘unplanned’ home office days VPN Phone - for the full time remote worker