Avaya Professional Services Aura Contact Center R6.0 Offer Sheet

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1 Avaya Aura Contact Center R6.0 Offer Sheet Overview Avaya Aura Contact Center R6.0 (AACC) implementation and deployment services are offered by Avaya in connection with the sale of AACC software licenses. Avaya (APS) can design and implement world-class contact center, networking and multimedia solutions to fit a company's unique priorities and business goals. With their technical knowledge and practical experience, the APS team can turn broad strategies into successful implementations. Value Proposition This service provides our customers with the following: Design a state-of-the-art contact center to serve the customer s business objectives; Develop custom software, tools, and documentation that tailor a AACC product solution to a customer s operational needs; Recommend changes and enhancements to the customer s contact center based upon analyses of operational metrics and best practices expertise; Assure successful AACC implementation through high-quality project management, cutover support, testing, mentoring, and other consulting services. This offer provides our partners with the following: Avaya s partners can engage Avaya throughout the entire AACC Implementation and Integration process which include the key project milestones of Planning and Design, Installation, Implementation, Testing. Knowledge Transfer, and Cut Over. Deployment Options Essential Bundle: For low complexity simple inbound only solution for up to 100 agents. Predefined tools and well defined scope to support this offer. All services are delivered remotely. Enterprise Basic Voice Bundle: For low complexity simple inbound only solution for up to 200 agents. Predefined tools and well defined scope to support this offer. All services are delivered on a combination of onsite and remote capabilities. Enterprise Custom: For low, medium and high complexity solutions. Add on components and custom components should be added to this foundation to meet customer needs. All services are delivered on a combination of onsite and remote capabilities.. 1

2 Sizing Parameters Deployment options by phase. Implementation and Configuration Overview: One interactive working session with Customer personnel to review the implementation requirements and validate the configuration. Requirements & Design One interactive working session with Customer personnel to define detailed solution requirements, constraints, assumptions and infrastructure requirements. 2

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4 Key services and activities by phase Solution Requirements and Design Stage A single requirements & design session at which participants validate specifications related to customer-specific requirements. The following topic may apply for this stage. Lab, Essential, Enterprise Voice Basic packages: Implementation and Configuration Overview: One interactive working session with Customer personnel to review the implementation requirements and validate the configuration. Provide an overview of Avaya Aura Contact Center voice only capabilities Review the current contact center functionality and operations, including the completed contact center Pre-Design Survey Review Installation site requirements within the Installation Checklist. Review the skillsets, the application transaction-flow, and necessary media resources to be used in the new Contact Center Manager environment. Review AAAD configurable screen pop requirements Enterprise Custom: Requirements & Design: One interactive working session with Customer personnel to define detailed solution requirements, constraints, assumptions and infrastructure requirements. Provide an overview of Avaya Aura Contact Center capabilities. Review the current contact center functionality and operations. Explore future contact center organization and business goals. Analyze and document the customer s CTI requirements. Define solution architecture. Design the skillsets and application transaction-flow diagrams. Define Agent Desktop configuration Design Custom Business Application screen-pop Design Custom Soft-phone Application Define Data Analytics considerations Review testing procedures Solution Installation and Base Configuration Stage AACC Installation and base configuration services will be provided for the following Contact Center product components based on the desired solution set: 4

5 Contact Center Manager Server (CCMS) Contact Center Manager Administrator (CCMA) Network Control Center (NCC) Meridian Link (MLS) CCMS Replication and Standby Servers License Manager Server Communication Control Toolkit (CCT) Contact Center Multimedia (CCMM) Contact Center Media Application Server (MAS) CCAD Installation Base Installation Testing The services herein described are intended for typical installation environments and do not include any hardwarerelated services (such as the installation or configuration of servers) Solution Integration and Development Stage Avaya may work with Customer representatives to integrate and develop the following. Contact Center Administration Contact Center Scripting Host Data Exchange (HDX) Integration Contact Center Custom Reports Consultation Multimedia Implementation Multimedia Web Communication Implementation Multimedia Outbound Campaign Implementation Multimedia Predictive Outbound Implementation Multimedia Other Channels ((SMS, IM, Fax, Scanned Docs, Voice Mail, Open Q) Implementation Custom Screen-Pop Implementation Soft-Phone Implementation Desktop Dialing Configuration Solution Testing Stage Unit Testing System Integration Testing Customer Acceptance Testing 5

6 Knowledge Transfer Contact Center Supervisor Orientation Report Creation Wizard Orientation Contact Center Multimedia Orientation Communication Control Toolkit Administrator Orientation Solution Deployment Stage Contact Center Implementation Turnover and Cutover Support Documentation As-Built Design Project Completion/Support Handoff Additional Solution Assessment Technical Assessment Network Readiness Assessment Project Management Program Management Project Management Project Coordination Switch Integration. CS1000 Switch Configuration MBT Installation & Configuration Solution Validation Quality Assurance Testing Load Testing Subject Matter Expertise Remote Implementation Support Customer Responsibilities A Statement of Work (SOW) will outline the Avaya deliverables and Customer responsibilities in more detail. This offer sheet only outlines high-level information and is not a substitute for a SOW. 6

7 Offer Pricing This Offer Sheet is not to be used for Contractual purposes. Final pricing MUST be reviewed by APS. Implementation Bundle Material Code North America Region Budgetary Pricing Essential Bundle $ Enterprise Voice Basic Bundle $ Enterprise Custom Custom See How to Engage Avaya section below for more details. Standard Delivery The project manager and software resource will deliver services remotely, unless otherwise mutually agreed to by Avaya and Customer. performed by an Avaya technician and/or end-user training will be delivered onsite. Travel and living expenses will be invoiced to Customer in accordance with the Avaya travel policy Work activities that do not affect service, including cutover support, will be performed and completed during Standard Service Hours. Standard Service Hours Unless otherwise specified, pricing is based on the assumption that will be performed between 8:00 AM and 5:00 PM local site time, Monday-Friday, excluding Avaya-designated holidays Standard Service Hours. Work performed outside Standard Service Hours may be subject to overtime charges at the following rates: Overtime (1.5 times) Evenings, Monday-Friday 5:00 PM-8:00 AM Saturday, 8:00 AM 12:00 AM (midnight) Premium Overtime (2.0 times) Saturday 12:00 AM (midnight) Monday 8:00 AM Avaya-designated holidays Availability US, EMEA, APAC and CALA This offer is available in the Continental US and the following Canadian cities through Avaya direct and indirect sales channels. For availability outside the Continental US and supported Canadian cities, check with Avaya Global in the appropriate country or region. 7

8 How to Engage Avaya For Direct requests: Go to Avaya Enterprise Portal, Sales View and select: Sales Tools > Salesforce.com or From there, submit a Sales Support Request (SSR) for Pricing For Indirect requests: Log into the Enterprise portal enterpriseportal.avaya.com Select: Support > Installation & Maintenance > Installation and Registration > Operational Resource System (ORS) > Access the ORS System or directly. New ORS users must complete an online ORS registration requesting an ORS login ID and password. Questions regarding ORS may be referred to the ORS helpdesk on prompt 2. Nortel legacy customers For Partners and Direct Customers: For Nortel Employees: Contacts Offer Manager Juan Segura Voice: jsegura@avaya.com Delivery Manager APS Tony Bogard Voice: bogard@avaya.com 2009 Avaya Inc. All Rights Reserved. Avaya and the Avaya Logo are trademarks of Avaya Inc. and may be registered in certain jurisdictions. All trademarks identified by the, SM or TM are registered trademarks, service marks or trademarks, respectively, of Avaya Inc. Printed in the U.S.A. 05/05 8