CONVERGED IP COMMUNICATIONS

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1 IP Telephony Contact Centers Mobility Services CONVERGED IP COMMUNICATIONS OVERVIEW As a leading supplier of communication systems and services, Avaya-Tenovis designs, builds and manages communication networks for over one million companies worldwide. Our goal is to develop customized business communications, offering intelligent solutions to help you increase productivity and profitability. Which in turn allow you to focus on your core business concerns: growing your enterprise and enhancing your customer relationships. Converged solutions for heightened economic efficiency and flexibility The basis for taking your communications to new levels In the past, two communication infrastructures have generally existed alongside each other in isolation. On the one side, the local and wide area network (LAN/ WAN) for data communications, and the telephone system network for voice communications on the other. Each had their own separate interfaces to the outside world. IP convergence eliminates this physical and functional separation. All communication media, such as voice, data, fax and video, can be transmitted using a standardized, multimedia communication system, with the IP internet protocol as the common base. The demands placed on a professional communication system are individual and vary according to a company s specific requirements. For example, you might want your company to be on the internet, and accessible by . You value professional voice communications and high levels of availability of your systems and solutions. You want a standardized user interface on your PC to enable you to efficiently process all communication channels, such as , fax, text and voice messages. At the same time, you want to be able to use all of these functions anywhere and any time. Avaya-Tenovis offers modular solutions characterized by the highest

2 avaya.tenovis.de 2 levels of flexibility and scalability. The solutions are based on the Integral communication servers developed by Avaya-Tenovis, which can be configured to suit the size of the company, and the required scope and functions. At the same time, the communication structure can be optimally embedded in your existing groupware systems, such as Microsoft Exchange and Lotus Notes, and configured to your workflow, making your communications simpler and more efficient than ever before. An individual solution for each company Seamless integration is possible The Integral Communication Center standardizes the organization of your entire communication, ensuring that a simple yet efficient solution can be found for even the most complex application scenarios. The full comfort and range of features provided by conventional ISDN systems are combined harmoniously with the mobility and flexibility offered by IP-based systems, opening up new possibilities for your company to conduct its business communications efficiently. The scaling options range from small and medium-sized companies up to large corporations with complex branch office structures. The manifold range of available interfaces is impressive. Analog, digital, DECT, system-specific and IP-based connections are available, in addition to various interfaces to outside lines and network links. Moreover, GSM end appliances can be integrated into the company s communications system, and the Avaya-Tenovis system telephones can communicate with handsets, headsets and PDAs using a comfortable, standardized Bluetooth interface. The extensive range of end appliances have a standardized common user navigation, making it easy for users to avail themselves of all the features they are used to. This also applies to the new IP generation of end appliances, which have been seamlessly incorporated into this navigation philosophy and limit the time and effort needed for conversion to an absolute minimum. No system without applications Innovative applications raise the level of comfort and improve the efficiency of work processes. Computer Telephony Integration (CTI) simplifies call handling, whilst at the same time providing information about the caller. Unified Messaging (UMS) combines the widest range of communication media into a single system, whilst call/ contact centers provide an ideal platform for individual and theme-specific customer contacts. Comfortable switchboards guarantee professional customer care, whilst customer relationship management (CRM) improves the efficiency of your organizational processes. The standardized 19 design of the communication servers ensures their seamless integration into an existing IT infrastructure, whilst at the same time intelligent mechanisms offer protection against communication system failures, thus guaranteeing the accustomed high levels of availability. Benefits with real payback The applied usage of converged solutions for transmitting various services over the IP network offers companies a wide range of benefits, and secures a rapid return on investment. Moreover, trouble-free and crossmedia communication helps to secure professional customer contacts and customer service. Employee productivity increases and the administrative workload for the company declines noticeably. A secure investment in the future gentle migration ensures the highest levels of telephony comfort Trouble-free and service-oriented communications form the central point of focus for growth-oriented corporate strategies. Bringing together differing communication media in a single system to ensure customer proximity is synonymous with the integration of voice and data, and leads directly to Voice over IP technology. The Avaya- Tenovis communication servers guarantee a graduated transition to IP communications and their compatibility with existing, conventional communication structures.

3 COMMUNICATIONS AT THE HEART OF BUSINESS 3 Individual, as-needed transition tailored to the customer s requirements A gentle and seamless integration of new technologies into a company s network is an alternative to the costly conversion of the entire system. Public authorities, administrations, companies and service providers decide flexibly when, where and to what extent they wish to migrate to IP telephony. This basically means that specific parts of the communication infrastructure can be converted separately or jointly, as needed. A combination of conventional and IP-based technology is possible in respect of end appliances, applications, administration, call charge management, etc. Moreover, the transition can be implemented at locations, within a building or department, and even on a per-desk basis. The communication services designed by Avaya-Tenovis to respond to these manifold challenges support both IP telephony and conventional telephony scenarios. The Avaya-Tenovis servers ensure that all functions and the accustomed comfort offered by ISDN technology can be incorporated into the communication environment. degree of complexity, this migration can take place immediately or over a period of several years. The modular design of the communication solutions provided by Avaya-Tenovis offers the advantage of being able to integrate existing installations without any problems and to add to them step by step. The majority of all TC solutions that are already installed can be simply upgraded to IP solutions in this way. The flex it possible. Investment security also plays a decisive role in the field of applications. Many companies have invested considerable funds and aligned their business processes and efficiency improvements to the new communication possibilities, ranging from call charge registration and billing to CTI applications, right up to unified messaging. The solutions provided by Avaya-Tenovis have been designed in such a way as to ensure that applications supplied both by ourselves and other manufacturers can be combined with the IP solutions both now and in the future. Fully extendable and sustainable The communication servers form the core of the modular solutions designed by Avaya-Tenovis for efficient business communications. They can be used both as pure IP platforms, and as a combination of the former with conventional infrastructures. Access to the public telephone network and the incorporation of existing applications is guaranteed, thus making it possible to migrate to IP communications at any time. Individual configurations are enhanced by a comprehensive selection of end appliances, ranging from a basic telephone to deluxe, large display models, right up to soft phones for mobile usage. Investment security as a fixed constant Efficiency and the optimization of investments are more important today than ever before. Companies invest considerable funds in state of the art communications every year. And each time the infrastructure is modified, companies expect the solutions to be future-proof and flexibly extendable. The existing communication system will often be the starting point for migrating to IP communications. Depending on the objectives and

4 avaya.tenovis.de 4 Converged solutions designed by Avaya-Tenovis secure in the knowledge that you are making the right choice The growing convergence of voice and data networks enables all communication media to be transmitted over a standardized infrastructure. The Avaya-Tenovis communication servers provide the link between the conventional and new technologies. In addition to the tried-and-trusted ISDN, DECT, analog and system- specific interfaces, both servers also have an IP interface to the LAN infrastructure. There are various approaches to integrating the IP technology into a company s infrastructure. Expanding a corporate location The interrelation between markets, customers and companies necessitates constant mobility and reorientation. Standing still invariably results in losses, only dynamic and flexibly operating companies will be able to secure competitive advantages and success, and improve their profitability. Voice over IP opens up new areas of potential and makes it possible for you to expand your communications infrastructure flexibly and without any problems. When extending or modifying a location, subscribers can be equipped optionally with analog, digital or IP-based telephones. The IP telephones are incorporated directly into the company s local network. For example, new or restructured areas of an office can be equipped right from the start with a single standardized infrastructure for transmitting voice, data, fax and video communications. The benefits of Voice over IP Simple expansion solutions guarantee investment security and value sustainability Optimal utilization of the resources and infrastructure Simple inclusion of new subscribers Low infrastructure costs per desk Cost optimization for branch office structures The pressing demand for the rapid exchange of data (e. g. for ERP systems) is prompting companies to set up fully networked structures linking external locations of various sizes. Larger branch offices can be equipped with a proprietary communication server that is then linked to head office using the existing data network connection. This Wide Area Network (WAN) ensures that all the accustomed features, such as call forwarding, conference calls, automatic call-back, and boss-secretary features can be accessed across all locations. IP technology can be deployed to equip smaller branch offices with the full range of telephony functions without the need for them to install their own dedicated communication system. In addition to comprehensive access to databases and applications, head office also provides and operates the customary telephony comfort. Employees are linkedup using so-called displaced IP telephones, and log directly into the central communication server using the existing WAN connection. IP terminal adapters ensure the integration of analog appliances, such as fax machines. The benefits of Voice over IP Utilization of a standardized network infrastructure and provision of centralized services and applications More efficient system and user maintenance, and more flexible work structures Cost savings from transmitting voice communications over the converged data network through elimination of the need for dedicated lines for the telephone network Cost savings from reducing the investment costs when integrating smaller branch offices Integration of mobile desks The growing number of teledesks is symptomatic for the trend towards flexible work environments. Voice over IP technology offers attractive possibilities for designing changing places of work and for integrating home desks and mobile employees. Call/contact centers can incorporate free agents during peak hours, sales agents can communicate with head office, and employees can perform some of their tasks

5 COMMUNICATIONS AT THE HEART OF BUSINESS 5 from home. They can log in to the communication server, for example, quite easily and at low cost using IP-based Virtual Private Networks (IP-VPNs). This ensures that mobile employees are fully integrated into the corporate network of their company; they can be reached on their normal work extension and can access the same functions as if they were at their desk in the office. The benefits of Voice over IP Professional integration of mobile employees by providing all the communication and work aids needed, such as telephone, fax, and internet access Constant accessibility Cost savings from using a centralized communication system and access to centrally installed applications Relocations or expansions require only minor administration A standardized communication infrastructure throughout the entire company Applications in a converged environment A practical combination of telephone and PC Convergence is the specialized combination of voice and data. CTI stands for Computer Telephony Integration and, as such, for the practical combination of telephones with PCs. CTI applications make it possible to operate telephone functions simply and effectively from a computer. Caller identification and pop-up windows provide rapid information enabling each customer to be addressed personally. Database and groupware integration offer the highest levels of comfort, and up-to-date information. Moreover, CTI applications can simplify the dialing process. Numbers identified in Office documents, Outlook contacts, s or on web pages can be marked and dialed at the click of a mouse. A further example is the use of XML Extensible Markup Language. This is a communication standard used in internet technology which enables you to actively utilize telephone resources, such as display, keys and audio, to intuitively manage functions and services, or conveniently display information. For example, for news tickers on the telephone display, or graphic control of voice mail. Customers and business partners use manifold means to reach your company. From home or on the road, by fixed landline or mobile telephone, by text message, or fax, at night, early in the morning or at lunchtime. Constant accessibility is a crucial factor to ensure the success of a company. Avaya-Tenovis offers a wide and varied range of applications to simplify and standardize your internal and external communications. Constantly accessible and fully up-to-date Unified Messaging systems offer centralized access to various channels of information and communication, and are easy to operate. Messages and other correspondence, such as faxes, voice mails, text messages or s, can be integrated into a user interface, such as Microsoft Outlook or Lotus Notes, and received, processed and forwarded using the same applications. The Unified Messaging system offered by Avaya-Tenovis offers rapid and convenient access to information and contacts to ensure professional customer contact management, and by guaranteeing individualized customer care and an optimized service helps to promote longterm satisfaction on the part of your customers.

6 avaya.tenovis.de 6 Competent switching with added comfort The head office switchboard is often the first point of contact with your company. A rapid response to incoming calls, and the qualified processing and forwarding of the same to the right person are crucial prerequisites for optimal customer and business partner relationship management. Irrespective of whether a switchboard appliance or a PC-based application is used, individually configurable user interfaces are available for switchboard tasks. The cross-media information and switchboard system can be seamlessly incorporated into the converged infrastructure of your company. The full range of features is equally available to all conventionally connected and IP subscribers. Comprehensive, crossnetwork and cross-office status and engaged notifications, out-of-office information, and caller identification are just some of the examples of the high-performance, high-quality caller care facilities. And the features are, of course, integrated into workgroup systems, such as Microsoft Exchange and Lotus Notes. A structured and fairer distribution of calls has been proven to raise employee efficiency and productivity. A further crucial factor for your overall success. Using VoIP secures additional flexibility and efficiency for the structure and operation of call/contact centers. The utilization of all channels of communication combined with an effective call distribution system guarantees the highest levels of accessibility and proven competence in customer service. Professional performance measurement and the seamless integration into your company s workflow are further reasons for opting for call/contact center solutions designed by Avaya-Tenovis. Competent and comprehensive services all from one source Tenovis guarantees the provision of a comprehensive and customized solution encompassing consulting and planning, installation and commissioning, right up to the services from one source. Irrespective of the unique characteristics of your individual communication system, as a customer you can count on a reliable partner in all aspects, who will hand over a turnkey project and, if required, assume full responsibility for the complete operation of the same. All projects start with consultation Professional customer management inspires trust Based on the integration of voice and data, innovative applications have been developed for a process-oriented management of communications with customers, suppliers and business partners. First and foremost there is the practical incorporation of telephone, fax, , voice mail, text messaging and the internet into the business processes of customer relationship management (CRM), Enterprise Resource Planning (ERP), E-Business and Knowledge Management. The aim is to improve the quality of communications between customers and the front and back offices of your company. Optimal consultation is a crucial prerequisite when venturing into a new world of communications. Based on your needs and preferences the experts at Avaya-Tenovis clarify which new components can be seamlessly integrated into, and efficiently used within your business processes. Checking existing structures The performance characteristics of your communication infrastructure play a decisive role in influencing the quality of your communications and, as such, are an important cornerstone for the success of your company. When implementing converged solutions, it is crucial that the entire infrastructure supports IP communications. Avaya-Tenovis offers a range of checks and reviews, on site inspections and measurement tools to analyze and evaluate whether the infrastructure is capable of handling VoIP and quality of service. A founded opinion provided by these mostly technical parameters is a significant aid to the decision-making process, whilst at

7 COMMUNICATIONS AT THE HEART OF BUSINESS 7 the same time guaranteeing a higher degree of planning certainty. In performing this analysis, Avaya-Tenovis offers you the possibility of minimizing any eventual risks even before the implementation commences, thus guaranteeing the success of the project. Security inspires trust The issue of security is central, both from a strategic and, increasingly, from a legal perspective. The risk of enormous financial damages means that each and every company needs to take action. Our analyses reveal possibilities for optimization, and provide the groundwork for all organizational measures and the secure design of the individualized communications infrastructure. A secure basis for the future The standards demanded by companies and customers in respect of efficient business communications are high. The communication servers, end appliances and numerous applications form the basis of a modular solution portfolio. But the optimal utilization of the same is only possible if all elements work together harmoniously. This applies both during installation and commissioning on site, and during integration into your existing communications infrastructure. For years now, Avaya-Tenovis has gained extensive experience in the professional implementation of conventional and IP-based communication solutions. Focus on your business We have made it our brief to reduce the workload of our customers in many areas where Avaya-Tenovis is demonstrably competent. Avaya-Tenovis Managed Services offer you a comprehensive suite of interesting services ranging from carrier selection for telephone and data lines, to controlling and security services, right up to the complete outsourcing of your business communications. In addition to planning, financing and provision, these can also encompass the operation of your communication solution, giving you economic benefits and freeing up resources for you to focus on your core business.

8 A complete solution portfolio for future-proof converged solutions customized to individual company specifications, designed by Avaya-Tenovis Solutions offered by Avaya-Tenovis in the field of converged communications Communication systems for conventional and IP communications Scalable solutions for medium-sized companies and large corporations Can be used in all application scenarios IT and telecommunications standards are supported Complete range of features for business communications Comprehensive LAN/WAN solutions, including passive and active infrastructure, power over LAN and carrier connections Highest levels of flexibility for your workplace environment Standard desks and changing places of work with CTI and UMS functions Professional boss-secretary features Partner/Team desks Cross-media switchboard Optimal customer relationship management in call/contact centers Mature customer care solutions Industry solutions Practical combination of products and services Complete range of IT and TC services Optimal mix of proprietary and third-party products Best-in-class solutions Customer-individualized applications Comprehensive consulting services Supply of turnkey projects Checks and reviews Installation, assembly and operation of your communication solution Managed Services Rental and outsourcing services Convergence offers value-for-money operation and the highest levels of efficiency Standardized network and management for data and voice communications Potential to save operating costs due to higher levels of efficiency Cost savings from inter-office long distance calls Simple handling and rapid inclusion of new subscribers More efficient utilization of the network infrastructure Mobile availability of extensions and the related applications Process optimization About Avaya Avaya enables businesses to achieve superior results by designing, building and managing their communications infrastructure and solutions. For over one million businesses worldwide, including more than 90 percent of the FORTUNE 500, Avaya s embedded solutions help businesses enhance value, improve productivity and create competitive advantage by allowing people to be more productive and create more intelligent processes that satisfy customers. For businesses large and small, Avaya is a world leader in secure, reliable IP telephony systems, communications applications and full life-cycle services. Driving the convergence of embedded voice and data communications with business applications, Avaya is distinguished by its combination of comprehensive, world-class products and services. Avaya helps customers across the globe leverage existing and new networks to achieve superior business results. COMMUNICATIONS AT THE HEART OF BUSINESS avaya.tenovis.de Avaya-Tenovis GmbH & Co. KG Kleyerstraße Frankfurt am Main 2005 All rights reserved for Avaya Inc. and Avaya-Tenovis GmbH & Co. KG. Printed in Germany on 100 % chlorine-free paper D.O. 1.0/0.15/0305 A&P Modifications reserved. Telephone Fax kundendialog-center@avaya.tenovis.com