Full-Size Collaboration for Midsize Companies Avaya Solution Guide

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1 Full-Size Collaboration for Midsize Companies Avaya Solution Guide

2 Avaya for the Midmarket Over the last decade, the removal of trade barriers and the accelerated technology adoption by companies and individuals in emerging markets have opened tremendous opportunities for businesses of all sizes to expand and compete at a global scale. Enabled by lean operating models, significant cash positions, and aggressive expansion tactics, midmarket companies over the last few years have been wellpositioned to capitalize on this opportunity. They are not waiting for their domestic economies to recover and are accelerating capital investment in technology and operations to fund aggressive growth projects. 1 In the process of expanding beyond their local markets, midmarket companies have been facing unique operational challenges to improve their competitiveness against larger enterprises and to keep accelerating growth. With business associates, suppliers, and partners now scattered across the globe, and the need to attract a new generation of hyperconnected professionals to their talent pool, midmarket companies are increasingly looking to unified communications & collaboration (UC&C) technology as the key foundation to enable business growth and to realize the maximum productivity gains from dispersed teams collaborating across geographies with different computing and communications devices. In fact, according to a Forrester Research Forrsights survey in 2013, 29 percent of midmarket companies surveyed stated that they planned to implement a solution in the next 12 months while nearly 60 percent expressed some level of interest in UC&C. 2 In supporting fast-growing businesses, IT departments are under immense pressure to deliver additional and higher-performance application services quickly, yet with very limited resources. For midmarket companies, adhering to the same standards of performance, security, compliance, and manageability as those of larger enterprises further complicates this challenge. In their efforts to give the business a solid IT-enabled competitive edge, midmarket IT decision-makers should consider partnering with vendors that provide end-to-end solutions that not only meet their complex business requirements, but also eliminate infrastructure complexity and help them stay at or below budget goals. End-toend vendors that build solutions specifically for the midmarket space can help elevate the role of IT to the business and secure continued funding to drive transformational IT-enabled initiatives in midmarket companies. With IP Office, Avaya enables midmarket IT departments deliver more IT-enabled innovation by equipping the business with an enterprise-level UC&C platform that is built specifically for the needs of emerging midmarket companies. IP Office offers a powerful, yet affordable, quickto-deploy and easy-to-maintain UC&C platform that empowers IT departments to put their business counterparts on par with larger enterprises in regard to collaboration capabilities. 1 KPMG, 2012 Mid Market Outlook Survey. 2 Forrester Research, Forrsights Telecom And Mobility Workforce Survey, Q avaya.com 2

3 v v v Avaya IP Office: A Powerful Collaboration Platform for Midmarket Companies With over 350,000 installations and more than 10 million users worldwide, 3 Avaya IP Office has consistently enabled small and midsize organizations to migrate legacy communication applications to a flexible and scalable IP-based unified communications platform with speed and ease. IP Office 9.0 Key Features SCALABILITY Now scaling up to 2,000 users and supporting up to 32 locations, 4 IP Office 9.0 gives midmarket companies a platform that stays with their business for the long haul. Fast-growing organizations looking to expand beyond 2,000 users can easily upgrade to more complex solutions built specifically for larger enterprises when the time is right. MOBILITY As companies expand into new geographies and onboard mobile and remote associates, IP Office 9.0 can convert an iphone or Android smartphone 5 into an extension of the office phone system. 6 INVESTMENT PROTECTION IP Office has a built-in conference bridge eliminating the need for standalone conferencing subscriptions. Along with conferencing, IP Office 9.0 offers call recording, automated attendants, voic , voic -to- integration, and video collaboration options. Finally, IP Office 9.0 integrates with legacy IP, digital, analog, or SIP technology in any combination, protecting prior wiring infrastructure and phones investment. 3 Avaya internal records. 4 Requires two IP Office 9.0 servers each with up to 1,000 registered users. 5 Supported on ios 5 (iphone and ipod Touch) and above, and smartphones running Android 4 and above. 6 Requires IP Office Preferred Edition, Advanced Edition, or Server Edition with Power User solution and Avaya one-x Mobile. avaya.com 3

4 v v v RESILIENCY With IP Office 9.0, Avaya makes mission-critical voice and conferencing applications more resilient and eliminates interruptions in the case of a server outage. With Active Call Preservation technology, end users registering to the primary IP Office server are automatically registered to the secondary server in the case of server failure with no interruption to calls in progress. CENTRALIZED WEB IT departments deploying IP Office 9.0 across multiple sites can now MANAGEMENT leverage a single consolidated Web-based management platform to perform backups and upgrades and manage users and the different software components of their IP Office infrastructure. VIRTUALIZATION In addition to the traditional physical appliance, IP Office 9.0 can also be deployed as a virtual appliance in environments running VMware s virtualization 7 platform. That makes it easy for IT managers in virtual data centers to migrate their UC&C applications to industry-standard servers running VMware s ESXi 8 hypervisor and continue on the path to eliminate legacy appliance-based workloads. 7 Requires VMware vsphere 4.X or 5.X version. 8 Full specifications available in the IP Office 9.0 Product Update Document. avaya.com 4

5 Avaya s UC&C Solution for the Middle Market Flexible, scalable, and extendable, Avaya IP Office gives midmarket companies a platform that lets the business expand its UC&C features beyond voice and messaging applications to incorporate multiparty video collaboration and extended mobility options. IP Office increases associates productivity with a collaboration toolkit that matches and exceeds that of larger multinational conglomerates competing in the same markets. Beyond expanding resources and driving associates productivity, Avaya IP Office lets IT departments right-size and protect the underlying networking infrastructure to support the new UC&C tools and points of connection inside and outside the limits of VPN coverage. Surrounded by an ecosystem of complementary offerings, Avaya IP Office offers an affordable, quick-to-deploy, plug-and-play platform that will have users up and running in no time. IP Office allows IT departments to obtain more economies of scale from their UC&C deployments. By standardizing the full UC&C stack voice, messaging, video, wired/wireless networking, and call security with Avaya, IT departments can significantly reduce time-to-capability, minimize IT staff training needs, limit licensing and pricing complexity, and scale features and users with the needs of the business. Plus, Avaya s vast network of DevConnect partners can develop, integrate, and deploy proprietary applications on top of the core IP Office platform to help your team continue to deliver IT-enabled business innovation and reduce complexity in the data center. Featured Product: IP Office 9.0 Server Edition Supports up to 2,000 users at a single site or across 32 networked locations Flexible deployment models Centralized Web management Support for enterprise branch Mobility, video, networking, and security options available mobility video security networking avaya.com 5

6 Featured Products: Avaya one-x Mobile Preferred Take your office extension with you Use cellular, 3G/4G, or WiFi networks IM presence and geolocation of mobile users Directory integration Rich conferencing capabilities Mobility For companies expanding into remote geographies and supporting a dispersed workforce, IP Office includes Avaya one-x Mobile Preferred 9 an application that allows users of mobile devices to remain connected to the IP Office communications server to provide rich unified communications capabilities. Users stay connected and productive while on the move, and callers need remember only a single business number. Using the corporate network, remote workers can connect their mobile devices 10 with the IP Office 9.0 server to place and receive calls, send and receive instant messages, view presence of colleagues, and conduct multiparty audio conferences. With wireless functionality built into the ios and Android devices, 11 remote workers can place low-cost VoIP calls through the corporate wireless network connected to a local IP Office communications server and securely access all corporate unified communications resources. IP Office also integrates the powerful voice and video collaboration capabilities offered through the Avaya Flare Experience. 12 With no need to log in through the corporate VPN, 13 end users can access audio and video calls, multiparty audio conferencing, voic , instant messaging, and presence from their Apple ipad or Windows PC while working remotely. Avaya Flare Experience Drag-and-drop multiparty conferencing Secure access without VPN 13 9 Requires IP Office 8.1 or later version withpreferred Edition, Advanced Edition, or Server Edition with Power User solution. 10 Supported on ios 5 (iphone and ipod Touch) and above, and smartphones running Android 4 and above. 11 Requires downloading Avaya one-x mobile app. 12 Avaya Flare Experience requires Preferred, Advanced, or Server Edition with Power User or Office Worker solution. 13 No VPN deployment requires Avaya Session Border Controller for Enterprise. avaya.com 6

7 Featured Products: Avaya Video Collaboration Solution Immediately integrates with IP Office server Connect using your tablet, smartphone, laptop, or room system Collaborate with anyone inside or outside your network Video Collaboration Best practices in video collaboration deployment include it as an element of a wider unified communications strategy for the business, not as a standalone purchase decision. The Avaya Video Collaboration Solution for IP Office is offered as an element of a complete UC&C platform, one that is affordably priced, comprehensive, and will not stretch IT resources to the breaking point. The Avaya Video Collaboration Solution for IP Office provides easy-to-deploy, secure, and affordable video collaboration for midmarket companies, integrating seamlessly with Avaya IP Office 14 to enable remote video clients to participate in multiparty video collaboration sessions. 15 Eliminating the need for a roombased system, Avaya Video Solution for IP Office creates a virtual conference room that enables anytime, anywhere video collaboration via virtually any device, including smartphones and tablets running Apple ios and Android operating systems. 16 The included embedded firewall traversal technology securely extends video to participants outside your network for those working at home or on the road. In addition, it features traditional room-based video end points that can be used from executive desktops or conference rooms allowing full and secure video collaboration with internal and external participants. The Avaya Video Collaboration Solution for IP Office helps protect your investment in video. Its standardsbased platform for full video, audio, and content-sharing capabilities delivers unmatched interoperability with telepresence systems from vendors such as Cisco Tandberg, Logitech/ Lifesize, Polycom, and others. 14 Requires IP Office 8.1 or later version. 15 A customer-provided PC/server is required to host the software. 16 Supported on ios 5 (iphone and ipod Touch) and above, and smartphones running Android 4 and above. avaya.com 7

8 Featured Product: Avaya ERS 3500/4800 Auto-provision for IP Office in minutes One-minute plug-and-play capabilities for IP phones and automatic QoS and provisioning Power over Ethernet/Power over Ethernet+ models for powered connection of IP phones and other devices 100+ deployed enterprise features True resilient stacking Networking The implementation of new real-time video, voice, mobility, and conferencing capabilities creates an opportunity for IT departments to revisit their underlying networking assets and ensure the right infrastructure is in place. Avaya s networking portfolio can provide the networking infrastructure required for new UC&C deployments while reducing complexity and maintenance costs. Avaya Ethernet Routing Switches and Wireless LAN products allow midmarket companies to consolidate all forms of communication voice, high-definition video, and data over a robust converged wired or wireless infrastructure. Avaya networking products are also easy to install and support. For example, Avaya ERS 3500 and 4800 switches include an automated script that enables fast, error-free installation when deployed with IP Office. This installation script run ip office automates the setup process on the switch in under a minute. IP phones can then plug into the switch and immediately connect to the IP Office 9.0 server. This can dramatically accelerate the rollout of new IP Office systems and minimize the time and resources necessary for each deployment. Avaya s Wireless LAN (WLAN) 8100 Series can also provide mobile users with access to unified communications services, including voice, messaging, and highdefinition video over a wireless infrastructure. The WLAN 8100 Series is optimized for video and voice applications and provides the wireless capacity, performance, and coverage required for today s converged networks. Avaya Wireless LAN 8100 Optimized support for data, voice, video, and messaging applications Always-on architecture Guest access and management Secure bring your own device (BYOD) capabilities Wireless intrusion detection avaya.com 8

9 Featured Products: Avaya Session Border Controller for Enterprise Protection for your SIP trunks against denial of service (DoS) and spoofing attacks Secure access for remote end points Active packet inspection Protection against toll fraud call walking, stealth attacks Avaya Identity Engines Centralized security and access control for your network Network- and device-agnostic Security In deploying a complete UC&C platform, IT departments need to ensure that the new converged infrastructure does not make corporate resources vulnerable to external attacks. In SIP deployments, vulnerabilities may exist at the point where the SIP trunk connects to the public network. Those vulnerabilities can leave the UC&C platform exposed to hacker attacks including spoofing, call hijacking, eavesdropping, and toll fraud. In addition to potential damage to business operations and privacy, security mandates such as those for credit and health information (e.g., PCI and HIPAA) require that these vulnerabilities be addressed, imposing significant financial and legal penalties for noncompliance. In order to safeguard the new UC&C infrastructure, IT departments can leverage Avaya s Session Border Controller for Enterprise (SBCE). The SBCE establishes a precise demarcation where the SIP trunks meet the enterprise network, presenting a clear line of defense. It delivers enterprise-class security with active packet inspection that includes protection from denial of service (DoS) and application-layer threats as well as toll fraud. Fine-grained policy enforcement helps ensure ongoing compliance. A single-box solution built with the simplicity midmarket IT departments require, Avaya SBCE provides a complete application-layer security architecture in one device: SIP Firewall, Session Border Controller, Intrusion Detection System and Intrusion Prevention System (IDS/IPS), Access Controller, Authentication, Unified Communications Proxy, and Policy Enforcement for all real-time unified communications applications. Avaya also offers a complete and integrated solution to ensure BYOD guest and network access to employees, guests, and business partners via its Identity Engines portfolio. IT managers have full visibility of who has accessed and who is on the network, and can quickly and easily add, remove, and control the level of network access for every user and device. Identity Engines allows users to be provisioned once whether they connect using a wired or wireless connection and they are associated with the same security profile and access policies. It also can provision guest users in less than 10 seconds. avaya.com 9

10 Avaya Video Solution for IP Office Conclusion UC&C technology is a key enabler of business results and can give midmarket companies a critical competitive edge to capitalize on global opportunities. Built specifically for the midmarket, Avaya IP Office is the smart choice for IT departments focused on delivering higher business value to their organizations. IP Office helps midmarket companies drive growth, connect resources across geographies, and enable higher team productivity in a powerful, complete, and affordable UC&C platform that includes IP telephony, conferencing, mobile softphones, multiparty video calling, converged networking, and secure SIP perimeter. Learn more at avaya.com/midmarket. Built specifically for the midmarket, IP Office is the smart choice for IT departments. Mobility Avaya one-x Mobile Avaya Flare Experience Video Avaya Video Solution for IP Office Security Avaya SBCE Avaya Identity Engines Networking Avaya ERS 3500 Series Avaya ERS 4800 Series Avaya WLAN 8100 Avaya WLAN 8100 Avaya Identity Engines Avaya ERS 4800 Series Avaya SBCE Avaya ERS 3500 Series Security Networking Avaya Flare Experience Avaya one-x Mobile Video Mobility avaya.com 10

11 avaya.com/midmarket 2013 Avaya Inc. All Rights Reserved. All trademarks identified by,, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. or Radvision, an Avaya Company. 10/13

12 IP Office: Simple, Powerful Communications for Small Business Successful companies are always looking for new ways to do more with less keeping their business flexible, innovative and competitive without driving up operating costs and capital expenses. Avaya puts the solution at your fingertips: the Avaya IP Office communications system. Learn More About Avaya IP Office: Watch a Demo Calculate Your ROI in 5 Minutes See Customer Stories Go to avaya.com/small Avaya IP Office is the right choice for any small business today whether you are 5, 25 or 250 employees just getting started or already established have a single office, a home office or multiple stores/sites. Avaya IP Office unifies your communications, providing your employees with a solution that lets them handle all their business communications on the device of their choice: their laptop, mobile phone, office phone or home phone using wired, wireless or broadband connections. IP Office easily adapts to your goals and budget and provides individual user productivity solutions to give each of your employees just the capabilities they need whether it s your receptionist, sales or service representatives, home telecommuter or on-the-go knowledge worker. Helping small to large companies around the world use communications to grow sales and lower operating expenses has made Avaya the global leader in business communications systems. If that s what you want for your small business, it s time to take a close look at Avaya IP Office.

13 Rely on IP Office to Control Costs Lower mobile phone/long-distance bills: IP Office opens the door to a wide range of options for better managing your company s mobile phone and long-distance charges by routing calls through the system and over broadband links. Serving Customers Effectively with Unified Communications Your office phone, cell phone, , texting, instant messaging and more are all essential to the way you work today. But are you managing your communications or are your communications managing you? Think about it how often has the following happened in your company? A customer or prospect calls with an urgent, time-sensitive request, but is unable to reach the right person for an answer An unexpected development severe weather, a personal matter leaves a key employee stuck at home and completely unproductive Staff give out personal phone numbers (such as a mobile) that confuse customers and affect your control of those relationships You suspect peak call volumes result in lost calls, but have no idea how many or how much it s costing you These are all everyday occurrences that can impact your image, your employees ability to perform at their best, your customer service, and ultimately your bottom line. Avaya IP Office is ready to address every one of them and much more. Unlike other solutions, Avaya IP Office uses built-in intelligence to simplify your use of wired, wireless and Internet communications. Instead of keeping your communications separate, Avaya IP Office brings them together so you can easily turn a home or mobile phone into an office extension, collaborate with dozens of customers or staff members on a conference call and get detailed reports that show how well your company is responding to customers. With rich functionality, IP Office naturally creates new ways of thinking about the role communications can play in your business. Handle more calls with fewer people: Instead of using staff time to answer incoming calls, rely on the built-in intelligence in IP Office to route calls quickly and accurately. Expand your talent pool without increasing real estate: Is your business growing, but you don t want to add full-time staff? With IP Office you have the flexibility to have extra staff working from home wherever that may be. Each would have access to all the communications and call handling capabilities your other employees have at the main office. Eliminate conference calling fees: IP Office makes every day conferencing affordable and practical by providing your business with two built-in, 64- party conference bridges. Centralize administration: For businesses with more than one location, IP Office enables remote management and administration from a central location. No need to have an administrator at every site.

14 IP Office Is Easy to Use and Manage Whether you are adding a new employee or an entirely new office, setting up a customer service help desk or outfitting an employee to work at home, IP Office keeps it simple. Swiftly deploy customized features: IP Office lets you design your own set of features your users need most. You can take advantage of pre-existing templates to set up typical users and quickly deploy them to all employees or specialized groups of users. Seamlessly integrate business applications: With Avaya and Avaya partners, you can integrate a wide range of applications to enhance and customize your IP Office system to the specific needs of your business (e.g., an application that automatically calls clients to remind them of appointments). Easily add or move phones: Adding new phones or other devices is a matter of plugging them in and powering on IP Office automatically reads the IP address of the device. Once it is set-up, you can move a device from extension to extension, even to another location (e.g., a home office), without having to re-administer. Manage your system from anywhere: You don t have to be on-site to manage your IP Office system you can do it securely, from anywhere, and at any time. Administer all offices from one location eliminating time and travel costs. IP Office administration is flexible, efficient and included with the IP Office 500 system. A Solution You Can Depend On Everything about the IP Office solution is designed to keep your communications at peak performance at all times: Built-in resiliency: For businesses with more than one location, IP Office can deliver continuous operation. In the event of a power outage, users with IP phones can automatically failover to another location, retaining full communications capabilities. Advanced, remote diagnostics: IP Office proactively identifies potential problems before they cause an outage or business disruption. Proactive alarming: Be alerted to system problems in the way that works best for you IP Office can system alarms from any of your locations. Connect Your Office Locations IP Office is ideal for any company with multiple locations. Connect up to 32 sites and have all the IP Office systems communicate seamlessly. Eliminate siteto-site calling costs. Share messaging, receptionists, the office directory and much more. Manage all systems from a single browser-based interface. Quickly and cost-effectively set up satellite operations in remote locations that might not otherwise have justified the investment in a fully-equipped office.

15 Meet the Needs of All Your Employees Essential Edition I just need basic communications. Help keep your costs down and get the essential call handling capabilities growing businesses need. IP Office Essential Edition is the perfect small business starter kit with all the must haves (call routing, Caller ID, hold/ conference/transfer, voice mail) plus a great selection of Avaya phones. When you are ready, move up to the Preferred Edition. Preferred Edition I want to make my people more responsive and professional. Communications capabilities to give your business a competitive edge as well as the built-in capacity you need to keep growing: that s the idea behind the IP Office Preferred Edition. With ten times more voice messaging capacity than Essential Edition and the ability to handle dozens of calls simultaneously, Preferred Edition is the right choice for any business that wants to use communications to operate more efficiently and effectively today and for the foreseeable future. With IP Office Preferred Edition, you get everything that s in the Essential Edition, plus: Scalable, sophisticated voice mail: The voice messaging capabilities in Preferred Edition deliver productivity and efficiencies day-in and day-out. Handle up to 40 simultaneous calls. Broadcast a single voice mail to the entire company, a specific department or just a team. Have the system find you and let you know when new messages arrive. Secure Meet me conferencing: With two built-in conference bridges, IP Office Preferred Edition makes it easy for all your users to host their own password-protected conference calls. The user experience becomes seamless for your staff and customers whoever you invite to your audio conference. With its unique conference call capacity, IP Office lets you host a multitude of calls simultaneously. Intelligent call routing: You never know when your most important customer will call. Now you don t have to worry. IP Office Preferred Edition gives you many programmable options to handle calls any time of the day or night. Program IP Office to recognize your best customers and even greet them with a personal message. Forward calls virtually anywhere with different options for each extension, times of day and different incoming numbers or area codes. Automated service prompts: Enrich the experience for incoming callers by providing information such as wait time, information on promotions or other communications that will add value to their overall experience. Call recording: Built-in call recording is a great way to keep tabs on your business operations, reduce legal risks to your company and potentially meet industrycompliance criteria. Record incoming or outgoing calls. Set it up in advance (establish a set frequency) or record on demand with the push of a button. When you are ready, build on your investment and just add the Advanced Edition.

16 Solutions for Your Goals, Your Budget Advanced Edition Give me the tools to serve customers more effectively. Winning new customers makes your company grow. Keeping customers loyal and satisfied makes your company profitable. IP Office Advanced Edition helps you do both it s the ideal solution for companies that take customer service seriously and want to be the best. Real-time customer service management: Receive alerts immediately when service thresholds you ve set have been exceeded. Take swift action to optimize call routing and ensure service levels. Get reports of all calls in progress and compare with historical reports. See how agents are doing and adjust accordingly. Optimize your staff s productivity so your customers enjoy a professional, differentiated experience. Seamless retrieval of recorded calls: Easily archive all recorded calls and seamlessly search and replay any conversation. Search via browser interface and access the exact information you want. Use the replay controls to start, stop, pause, skip forward/backward, or to export the recording to search by date, time, parties, length or target extension number. Use your results to understand problem or opportunity areas in customer service. Avaya has taken the expertise that has made it the industry leader in large contact centers and tailored it to the needs of growing businesses like yours. The IP Office Advanced Edition requires the Preferred Edition as a pre-requisite purchase. So, you get everything in the Preferred Edition, plus: Automated 24/7 self service: For many, if not most customer interactions, simple is best give your customers everything they need through an automated, self-service option: access information, get directions, check status of orders, and more. Drive revenue in off-hours and free up agents for more critical, customer-facing tasks.

17 Power user For any employee with a laptop, IP Office Power User takes mobility to another level. Give your executives, managers and other key employees the tools they need to manage the business, communicate decisions, share ideas and lead teams. With Power User, they can control office communications using an IP phone, cell phone or laptop; have calls ring simultaneously on all their devices; get automatically notified of important voice mails and s (viewing them in the same inbox); set up conference calls on the fly with up to 64 participants. It s the ultimate in communications accessibility, designed to help your people be as productive as possible anytime, anywhere. mobile worker Even with a mobile phone, being on the road, down the hall, or in another office can often mean missing a call. IP Office Mobile Worker solves the problem by making any mobile phone an extension of the office phone system complete with call handling features, speed dials and more. No more giving out personal reach numbers. You get peace of mind knowing that when customers call, they are dialing your business number; not your employee s personal one. And your employees get the tools they need to stay in touch easily and professionally. Now Drive Effectiveness Exactly Where You Need It teleworker Working from home regularly or occasionally is efficient, it s green, and in many situations it s necessary and with IP Office Teleworker it is very easy. IP Office Teleworker makes any home office a remote extension of your main office. Users truly feel like a remote extension of the main office with the same phone and functionality they d have in the office. You turn their commute into productive time, and they connect as if down the hall. And the best part for your business because it all goes through the IP Office system, you can hire talent from anywhere and save money. Note: Teleworker solution requires purchase of IP deskphone.

18 IP Office User Productivity Solutions Power to Your People receptionist Be sure the first impression you make on callers is one of prompt, personal and professional service by equipping front desk personnel with IP Office Receptionist. Streamline call handling with easy point-and-click call controls. See who s calling and why. Integrate with commonly used database software. Monitor all office extensions. Have one receptionist provide coverage for multiple offices. customer service agent customer service supervisor If you are serious about having the best sales and service, you will want to constantly monitor and measure how you are doing. Big companies have long done it. With IP Office Customer Service Supervisor, growing companies can do it, too. Customer Service Supervisor gives you the reports you need to manage your sales activities, judge the value of marketing campaigns and see how well agents are handling sales and service calls. Any employee who regularly fields calls relating to sales, service, billing, product information, etc., should be equipped with IP Office Customer Service Agent. It s a browser-based client that lets agents respond quickly to current conditions. Agents receive information on the number of calls on hold, in progress, lost, as well as the number of agents logged in and logged out. If no calls are waiting to be answered, the customer service agent can spend more time with the current caller, helping to increase revenue and customer satisfaction.

19 Get the Power of Unified Communications Growing businesses that want to keep growing need to harness the power of unified communications. Getting all of your communications working together is a key element in driving better business performance: Your customers expect it. Your employees need it. Your bottom line requires it. Avaya IP Office delivers it. In a single, compact solution, Avaya IP Office provides an unprecedented set of leading-edge communications capabilities to help your employees work better and serve your customers more effectively. And with IP Office you have the backing of Avaya a global leader in business communications systems and our network of experienced, authorized Avaya BusinessPartners: smart, local experts who understand the challenges facing small and growing businesses and know how unified communications helps solve them. We ll Help You Get the Capabilities You Need Your authorized Avaya BusinessPartner will work with you to tailor an Avaya IP Office solution to meet your needs and budget. Learn more about what Avaya IP Office can do for you at avaya.com/smallbiz Flexibly Accommodates Your Choice of DEVICEs IP Office has the ability to work with IP, digital, analog, SIP or wireless technologies. Use the devices you want, wherever you need them. About Avaya Avaya is a global leader in enterprise communications systems. The company provides unified communications, contact centers, and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, customer service and competitiveness. For more information please visit 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, TM or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. 07/09 SB4318

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