Avaya Automated Services Nov-2013

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1 Avaya Automated Services Nov-2013

2 Fast Powerful Seamless 2

3 Proactive Content Usage Optimization Tools Webinars Product Hub Avaya Knowledge Base Web Chat Web Talk Web Video Service Requests The Avaya Support Experience KNOWN RESOLUTIONS NEW RESOLUTIONS Right Person First Time ADDED VALUE Seamless Transition to Web Ticket Former Tier 3, 4, Logistics Ava Avaya Virtual Agent Avaya Support Website Experience 3

4 Leveraging Technology for Avaya Services and Support Ava Web Chat and LAW Leveraged for Ava, our virtual avatar. Ava is also the gateway for Web Chat and Web Talk with Live Agents on the Web Next horizon: One touch video Call Back Assist Feature that allows us to easily handle spikes in volume to manage Average Speed of Answer metrics Avaya Knowledge Agents directly publish solutions into the Avaya Knowledge DB as part of the Avaya Diagnostics Methodology. Escalation The Total Service Outage button enables simplified outage reporting Use the Escalate short to engage Avaya s Management team on SR resolution Avaya Diagnostic Server High-speed, secure connectivity with our customers systems that allowed us to diagnose and resolve issues up to 50% faster Avaya Speech Analytics Measured desired and undesirable language in inbound and outbound calls to improve customer experience, compliance and key performance metrics 4

5 New Tools for Customer Support Created a Rich Support Alternative that Provides Better, Faster and More Intuitive Support Options for Customers Avaya Support Website provides a rich, collaborative and multi-media portal for solving customer issues faster than ever New approach to Support Immediate publishing of known solutions Multimedia knowledge base makes known solutions easily available to users Avatar (Ava) and live chat enable on demand access to live agents Web Talk and Click-to-video will provide multi-media collaborative support Total service outage and immediate issue escalation buttons enable fast agent access 5

6 1 Get Support by Selecting a Product 1. The Products Pages provide a powerful, integrated launch to service by product 2. Top Solutions are pulled based on Solution reuse by the support agents within Siebel ticketing. 3. Notices & Release Notes show the most recent PCNs, PSNs and other documentation for the Product / Release chosen. 4. Troubleshoot by Problem performs search on Product, release and keywords. 5. Latest Downloads gives fast access to the newest software 6. User Guides & Top Documents list the latest documentation 7. Related Support Forums is a quick link to the product-support community 8. Find Product Training & Demos

7 Ava s Seamless Integration to Siebel Ava tracks your search content Queries and context are used to create a web ticket Simplifies and streamlines the process Results in faster resolution time Ability to Search based on Sold To Consultation Service Request created Ava validation of Sold To Ava validation of Service Request 7

8 Multimedia Collaboration Experience with the Right Resources Intelligent Support Seamlessly Transitions from Query to Open Ticket Web Chat o Virtual Agent transitions seamlessly to a Live Chat viewing all information exchanged o Live agent can invite additional agents to join the live chat o Customer can share their desktop with an agent for demonstrations and quicker resolution Web Talk o Talk live to an agent anytime through online web talk o Connect while in the chat environment o Connect from an open service request Web Video (future enhancement) o Continuous context to transition from Virtual Agent to Live Agent Chat to Video Chat o Video Chat enables personal interaction, collaboration and improved efficiency o Engineers can demonstrate how to resolve an issue live 8

9 Knowledge Centered Support Knowledge articles are available online 24x7 to give you access to the information you can leverage to solve your service issue. Access to much of the content requires you to be logged in \ New resolutions are continually populated in the Avaya Knowledge Base by the Avaya agents and support teams resolving your issues with the Avaya Diagnostics Methodology Knowledge articles include resolutions, video demonstrations, process overviews and website tips and tricks Top 5 Articles are summarized on the Product pages nightly or can be accessed through Ava and through the Search on the top of each page 9

10 Service Request Resolution can be viewed via the progression through the Avaya Diagnostic Methodology 10

11 Total Service Outage The Big Red Button You can find the Total Service Outage button on (the Dashboard) and on the Service Request landing page Phase 1 provides you an expedited way to report service outages through a simplified form, that will route to the Emergency Recovery and Service Desk teams 24 x 7 for them to work with you to restore Service Phase 2 will provide expanded access to sold-to s outside of Your Numbers 11

12 Total Service Outage Entry Form Your details will be auto-filled, but you can also specify a non- SSO contact Select a sold-to related to your account (phase 1) Select a product Choose the outage description Add any details 12

13 Service Request Escalation Simplified You ll now see an Escalate button under each open Service Request on your dashboard, or through the Service Requests filtered view This is a short cut to the Management Escalation Dialog that enables you to engage the Avaya Services management team when your ticket resolution experience is not meeting your requirements Only one Active escalation is permitted per ticket 13

14 Service Requests 1 1. The Service Requests view will show all the tickets for the Company / Link ID 2. The Total Service Outage button is available from the Dashboard or Service Request page to enable fastest routing to emergency response 3. Advanced Filters allow you to customize the way that you look at your organization s tickets 4. The results will be displayed and can be sorted on any column. Clicking on any request link will open the Service Request allowing you to update or escalate it 5. You can export the list of tickets to your desktop 6. Quick Launch to an SR to open a specific SR easily Note: Your personal list of tickets is accessible through the Dashboard at Support Home

15 Service Request Creation Starting Point Flexibility There is additional flexibility for you to leverage in choosing how you want to open a Service Request: Sold To pull-down or auto-complete on Sold To or any part of the address Serial Number aka CLLI SEID used in product registration for connectivity Nortel Site ID as named on the Clarify Contracts Asset Nickname searches across all Sold Toʼs associated to you for all assets with the matching Nickname 15

16 Drill down through Product Family Asset selection gets easier for Sold To s with different Product Families and higher volumes of assets. We ve summarized the asset list into Product Families, enabling you to drilldown to the right asset. 16

17 Detailed Asset View Providing you with the Information to Pick the Right Asset The Detailed Asset View has been revamped to include the Solution Element Identifier (SEID), and the Asset Description. If you have multiple assets of the same type, those without a unique identifier (SEID, Serial # or Asset Nickname) will be summarized onto a single line no more paging through hundreds of the same assets 17

18 Exporting the Asset List and Filter within Results You can now download an asset list against a specific Sold To or Site ID Asset selection can be further refined by leveraging any of the Filters You can pull down all entitled assets from the Summary view, or all assets in a Product Family by drilling down 18

19 My Profile link goes to to manage your profile and Sold-To s These are the sold-to s you have access to Pending means you have requested it and are waiting on approval Your Sold-To #2 You must request this soldto to use it for ticketing. The request must be approved by your Company or Sold-To Administrator Your Sold-To # Your Sold-To #3 19

20 Avaya Support 2014 Strategies 20

21 Avaya Support 2014 Strategies 21

22 Avaya Support 2014 Strategies 22

23 Getting Additional Help Go to Here you will find access to help pages for the web and applications, overviews, videos, Customers or Partners experiencing issues, errors, etc., please contact IT Helpdesk, at: US: EMEA: Canada: CALA: APAC Germany: Partners Partner portal is now located at: New Issues can be submitted through Partner ITSS Issue reporting tool: Or by contacting the Partner Help Desk. Phone numbers are available by visiting URL: L7rtAACl Or you can send an to 23

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