Avaya managed services and maintenance

Transcription

1 Avaya managed services and maintenance

2 About Britannic We are award winning, ISO 9001 and ISO accredited specialists in IP communications, integration of voice, data and video and providers of managed services. Our holistic approach to technology enables us to work with world-leading partners to help you to maximise your investment in ICT. Partnership We take a consultative and partnership approach with our customers which results in high customer satisfaction and long standing customer relationships, many in excess of 15, 20 and even 25 years! Our approach enables you to profit from integrated communication technology, maximise efficiency, achieve substantial cost savings and plan for the future with confidence. Avaya Partner Britannic have been an Avaya partner for over 20 years. We became one of the first partners to achieve full accreditation with our engineers across the Avaya range and have continued to strengthen our offering to our Avaya customers through continued commitment to development and education. Our Customers We have helped thousands of organisations in a wide range of areas across the private and public sector, with customers such as Baker Tilly, Cardif Pinnacle, Learning Tree and Endemol. Partnership We have worked with Britannic for many years, and hope to do so for many more. They are competitive, responsive and innovative. Engineering, implementation and support is so smooth, it feels like they are an extension of our in-house support team.

3 The added value First Avaya business partner to deploy solutions in VMware environment A well-managed national service operation with well-documented on-boarding procedure Comprehensive support agreements, up to 24x7x365 support Exceptional technical capabilities providing approved integration capabilities Highest accredited Avaya technicians delivering first class support Proactive network monitoring using netreport, powered by PRTG 93% remote resolution of all faults logged through the helpdesk with majority resolved same day Secure VPN access for proactive monitoring, diagnostics, programming & support Direct engagement with 3rd party vendors for swift fault isolation and resolution Customer service & engineers with real time integration with MS Dynamics CRM CZONE Multimedia helpdesk with real time access to fault tickets and service portals Real time fault update from customer service & engineers with CRM integration Regular account reviews and updates, service management reports & performance reviews Master Service Agreements with monthly service charges A customer centric business with 97% customer satisfaction A quality organisation using ISO 9001 as our quality management framework ISO framework used for data security management Prince2 methodology provides well-managed and predictable project delivery Account team built around you to augment your skills and requirements Annual Convergence Summit, a visionary, unbiased educational event Flexibility of deployment methods through private cloud, hybrid cloud and on premise solutions Migration planning with clear roadmaps and phasing Proof of concepts and pilots Strategic planning & technology days Overall Score for Avaya Global Service Assessment 93%

4 Dedicated service Britannic offer a comprehensive maintenance portfolio which can be tailored to meet the exact requirements of your organisation. This ranges from 09:00-17:30 Monday to Friday to 24 hours a day 365 days a year and we can provide SLAs with uptime guarantees. We are committed to responding quickly and efficiently; our times are recognised as far superior to the industry norms and are regularly monitored by BSI to ensure that you receive the highest level of customer service. We monitor your systems proactively and focus on time to fix rather than time to respond. We recognise that business communications solutions are a critical component of your business and a key enabler to help you achieve more with less. We will work with you to get the most from your solutions. Superb service The Avaya solution provided by Britannic Technologies suits our requirements perfectly; it is a very reliable system that can grow with our requirements, backed up by superb customer service and support from Britannic.

5 Simple switching We recognise that switching suppliers can be a timeconsuming and onerous business. As part of our customer-centric focus we deliver a highly comprehensive and well-documented maintenance onboarding process which ensures that your change of supplier will be handled according to our Prince2 project management methodology and with the utmost professionalism. The on-boarding process is normally carried out over 2 weeks enabling us to mitigate risk and ensure that all factors have been taken into account and acted upon before the contract commences. A thorough health check of the system is conducted with an Avaya qualified engineer. Access to the Britannic Customer portal (CZONE) is set up and passwords and a welcome pack are despatched. You will also be advised about avoidance of toll fraud and finally you will be surveyed to check that the service has met your expectations. One of our dedicated account managers will talk you through the on-boarding process with a full project plan. Give us a call on An easy decision Based on our excellent long-standing telephony relationship and the trust that has developed between Space Airconditioning Plc and Britannic, we decided to enlist their services in migrating our network infrastructure over to them. We have always been very impressed with their support levels and technical knowledge. From high level management down through to the excellent technical support department, Britannic have surpassed themselves with the cost savings and improved efficiencies offered, it made the decision to utilise their services an easy one. Phone

6 Delivering more Through our best of breed service we provide you with a single point of contact for system maintenance, service and development from a highly experienced, capable and market leading national Avaya Partner. Since 1988, we have developed a reputation for delivering a superior quality of maintenance service for all of our products. Our reputation is founded on the core principle that technology continues to evolve. This is critical to our business, so we fund a comprehensive, continuous professional development programme and allocate off line time for staff to test and learn in our test lab. Our long relationship with Avaya is built on our exceptional technical capabilities and ability to develop bespoke applications for our clients, reflecting our intrinsic knowledge of Avaya systems; we know them inside and out! Our ability to integrate phone systems with databases and Microsoft Lync, along with our ability to facilitate strategic planning is why so many businesses are choosing to work with us. Superior service is a starting point, rather than a goal to achieve. Value for money Britannic technologies have been supporting our organisation for more than 8 years and within that time they have proven to be customer focused, providing a pragmatic and innovative approach to the challenges our business has demanded from Britannic, offering and delivering value for money solutions on each occasion. CCS Group Plc Phone

7 Support you can trust As a result of the investment we make in our staff, we have a remote fix rate of 93%. We have optimised business processes and tools to deliver the best possible service. Our secure VPN access enables proactive monitoring as well as diagnostics, using our netreport software, powered by PRTG. Whilst remote change management and direct engagement with third party vendors ensures swift fault isolation and resolution. We aim to resolve service requests on first contact through our highly efficient multimedia helpdesk. Our self -service portal CZONE enables you to log tickets, and gain real time access to progress and manage additional services. On the rare occasion that a call out is required, our engineers are highly qualified, competent and courteous and focus on first visit resolution. All communication is logged in real time in our comprehensive CRM MS Dynamics, updating you with service management reports and performance reviews. We understand the Avaya platform inside out and we successfully deliver and support Avaya solutions. We have notable skill with the integration of computer and web systems to telephony and have developed our own applications to add further value to the core offerings from Avaya. We take ownership of the entire customer experience providing a single point of contact, end-to-end support, and supply chain management. Our Master Services Agreements are the ultimate solution, providing a complete wrap around your business for a fixed monthly cost per user. How are we doing? We handle around 600 customer service requests a month; that s over 7,000 a year 99% of calls into our call centre are answered within 30 seconds We have a remote fix rate of 93% (but always go to site when we need to) The majority of calls are fixed same day with a clear plan for progression for the remainder netreport monitors your system day and night

8 Project management We are a quality organisation using ISO 9001 as our quality management framework and Prince2 methodology for well-managed and predictable project delivery. Our highly experienced and qualified project management team ensure that projects are completed on time and within budget. Each project is extensively planned, analysed and tested. We work in partnership with you to ensure the solution is tailor-made to your individual requirements. We take into consideration all areas of your business activity, department structures, management requirements and technology requirements, in order to deliver a 'best of breed' solution. We do this by using our strategic partnerships with worldleading communication manufacturers, software developers and tier 1 carriers. Together we create an innovative bespoke solution, which is scalable and secure enough to grow with your business requirements, within a budget that suits you. We constantly strive to improve all aspects of our business. Biannual customer surveys reflect this fact, with the latest scores at 97% satisfaction. PRINCE2 qualified PRINCE2 is a structured project management method based on experience drawn from thousands of projects, and from the contributions of countless project sponsors, project managers, project teams, academics, trainers and consultants. All our project managers are PRINCE2 qualified practitioners, giving us vast experience in project planning and management, ensuring our clients have the best possible professional service and success for any project undertaken.

9 Account management Each of our clients has a team of professionals, dedicated to providing excellent service and support. This team is headed up by an experienced account manager/director, offering an unbiased, professional service and a focal point of access. Together they ensure that our customer experience is the best it can be, underpinned by knowledgeable advice to help you maximise your investment in technology. Our account managers can help you cement the foundations and plan the communications road map for years to come, undertaking regular reviews and consultations and providing strategic planning and technology days. This is essential within such a fast-paced industry, and can add value to your business processes. We can also help you to further reduce associated costs through optimising existing technology and reviewing alternatives. A typical example is helping to manage your SSU contracts, working with you to yield the best possible return on your SSU investment. This customer focused approach is a fundamental reason why many businesses are moving to us for the maintenance of their current IP based telephony solution. We offer unparalleled customer support and industry leading innovation and knowledge. Service excellence Britannic and Cardif Pinnacle have developed an enthusiastic relationship for the supply and support of their telephony requirements over the last 12 years Throughout this time, I have always found them to be professional, responsive and deliver excellent customer service and account management. Phone

10 Educational updates Britannic s Annual Convergence Summit explores the latest technologies with our key partners. This event attracts high level contacts from Avaya and our other partners, who provide thought leadership on future trends and directions. This conference is complemented by an exhibition and demonstrations with stands from 20 of our leading vendors and is an ideal opportunity to network with peers. Recent locations include Mercedes Benz World, The Grange Hotel, Wembley and Silverstone, each attracting some 300 guests. Throughout the year we host a comprehensive programme of free, educational updates on topical issues in the industry. We work very closely in conjunction with Avaya and other key partners to provide information around new technologies to help you to formulate strategic direction and take advantage of emerging technologies and solutions. We regularly run bespoke workshops to ensure that proposed solutions will meet the needs of all user groups in your organisation. Smooth migration We have found our Avaya solution very reliable and cost effective for our needs. We plan to move our whole business to the Avaya platform, as this is able to cater for our requirements, affordable and scalable enough to grow with our business. This is backed up by excellent customer support and guidance from our Britannic Account Manager.

11 Managed services Our maintenance service is extremely flexible, enabling you to purchase the solution that meets your organisation s needs and resources. If you are looking for more than a standard maintenance package you might want to consider a managed service offering, where we look after your adds moves and changes. In addition we can take on full responsibility for the management and set up and provide you with full monitoring and reporting, with comprehensive SLAs for availability of service. If you are managing multiple phone systems from different suppliers we can reduce these challenges by providing you with support across the entire organisation. We will support your telephony infrastructure for an allinclusive low monthly fee, calculated on a per user per month basis. There are no additional support costs levied apart from new and additional users added to the network. We offer a wide and growing range of managed services across our business, making it simple to extend your communications portfolio as required. Our managed services include private cloud/hosted telephony, call centres, wide area networks, cloud security, video conferencing and call recording. Together with your account team you can plan clear roadmaps and smooth migrations at a speed and phasing that works for your business. We can facilitate pilots and proof of concepts to ensure your total satisfaction and confidence with the new solution. These services are delivered via a Master Services Agreement providing predicable budgeting and apportioning of costs, whilst minimising your capital expenditure. We help you do more with less. How we deliver... Needs assessment & requirements evaluation Strategic vision planning Audit existing environment Gap analysis Creation of migration strategies Execution of the phased plan Ongoing management & development

12 Our solutions The Britannic approach is one of flexibility and a desire to create a bespoke environment to deliver the outcomes of your vision. We deliver telephony solutions with the best deployment method for you, whether this may be onpremise, cloud-based or hosted solutions or a mix of all three. Our expertise lies in integration and application development, enabling us to provide tailored solutions around next generation networks with centralised and virtualised strategies. Our portfolio includes: netx - Our SIP exchange value-added platform is globally approved. With SLAs of % availability you can trust in the service you are receiving. netpci - Meeting credit card payment compliance requirements for your business. netconnect Our CTI middleware application providing screen pop, click to dial and preference-based routing integrated with over 60 other phone systems and a comprehensive range of software applications, complemented with a developers tool kit. Lync Integration - Extends the power of Lync to your phone system offering telephone presence, click to dial, call control and forwarding, chat to voice and much more. netivr Our hosted Interactive Voice Response solution complements any phone system by providing effective call routing by hooking into your database before it uses a phone line, thus freeing up lines for maximum efficiency. We can also incorporate a range of UC and collaboration services and technologies into our tailor-made solutions, including mobiles, call recording, contact centres, video conferencing, CTI and network management. How we deliver... Needs assessment & requirements evaluation Strategic vision planning Audit existing environment Gap analysis Creation of migration strategies Execution of the phased plan Ongoing management & development

13 Health check Not all engineers or maintainers keep up to date with the latest technology and methodologies for transition. A case in point is virtualisation and cluster integration. It is vital that the latest methodologies are followed otherwise errors occur and transitions in the future become very difficult. It is possible to mask errors, so your system appears healthy on first glance, but deeper insight shows that the system can often be under performing. Often a clustered environment that has been installed incorrectly only shows up when one of the resilient elements fails, and by then it is too late. Post rectification can be very time consuming and could result in a considerable engineering cost. Systems in a cluster talk to each other and need to be installed and decommissioned properly as once an element has been physically removed it cannot be deleted completely from the programming. A health check done before a maintenance contract is taken on ensures that we have carried out due diligence and the customer is fully aware of any limitations which can then be built into the account development plan. We work in partnership with our customers, for example inviting them to participate in learning how to configure their systems, thereby increasing their knowledge. There is a mutual respect between customer and engineer and in many organisations our engineers are treated as part of the team. Personalised service Working with Britannic has been a really positive experience. We get personalised service, quick turnaround, continuity of engineers and easy access to the team at Britannic. They are proactive, helpful and highly experienced which are essential elements we look for in a partner. Britannic s skill is in integrating multivendor systems with our new Avaya solution and providing seamless migrations to our new Productions. Britannic are ahead of the curve in their knowledge and experience. We value their involvement in our strategic ICT development. Phone

14 Migrate to the cloud We are highly innovative and technically capable. We have led the way in telephony virtualisation helping customers to move their existing systems and applications into resilient and secure private cloud environments with clear budgeting on a cost per user per month model. Our VMware resilient cloud service platform provides a truly flexible managed service where services can be scaled up and down as required by the business. Technology developments such as SIP, next generation networks and datacentre hosting mean that telephony and data are now intrinsically linked. Britannic Technologies are well versed in integrating legacy equipment with cloud based services, thereby providing a collaborative cloud environment and enabling uptake of applications such as multimedia and social media, video collaboration and management of userprovided devices. Selecting a fully hosted managed solution from Britannic reduces costs and can be integrated into existing systems enabling your organisation to develop a bespoke strategy that works to meet your business goals, whilst leveraging your existing investment in Avaya. Britannic s private cloud solutions deliver the ability to extend telephony services and control from a resilient core spanning not just UK deployment, but across the globe. Strategic support As a Britannic customer for several years we have been extremely happy with the relationship. People, processes and services are highly responsive, friendly and professional. We are highly satisfied and work with Britannic to help support the strategic development of our communications. Phone

15 Avaya Partner Avaya partner since 1990 A top partner by engineer capabilities and accreditation Amongst most highly skilled partners in the industry Technical support team staffed by ex-avaya personnel Our Avaya engineers understand Avaya systems inside out Helping you get more from your Avaya solution Comprehensive how to videos on Avaya systems on Britannic TV Provide a custom built roadmap Specialist skills with Avaya contact centre, mobility, video and data networking solutions Proactive monitoring of reports using PRTG custom built APIs and plug ins. Proven SIP offering works with Avaya option for on premise, virtualised and cloud based solutions Integration with Microsoft Lync and a wide range of CRM applications

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