Avaya Professional Services

Transcription

1 Avaya Cntact Center Cntrl Avaya Prfessinal Services Avaya Cntact Center Cntrl Offer Sheet Cmpany Overview Avaya is a glbal leader in enterprise cmmunicatins systems. The cmpany prvides unified cmmunicatins, cntact centers and related Services directly and thrugh its Business Partners t leading businesses and rganizatins arund the wrld. Enterprises f all sizes depend n Avaya fr state-f-the-art cmmunicatins that imprve efficiency, cllabratin, Custmer service and cmpetitiveness. Avaya Prfessinal Services (APS) ffers cmprehensive cnsulting, design, implementatin and deplyment fr business slutins in supprt f Custmer s business bjectives. APS will wrk with yu t determine the service delivery ptins which best meet yur needs. Fr mre infrmatin, please visit Avaya Cntact Center Cntrl Overview Avaya s Cntact Center Cntrl (ACCCM) is a leading edge intuitive Web Based Centralized Administratin Slutin fr Avaya Envirnments & Avaya Enterprises with Cntact Center. It supprts multiple Avaya Aura Cmmunicatin, in bth multi-site and multi-tenant envirnments with centralized management frm a single intuitive interface. Features an advanced security engine that includes rles based access cntrls (permissins) integrated t Micrsft active directry. Value End Users: This Services ffer prvides Custmer with the fllwing: The tls, expertise, and resurces needed t install and integrate their new Avaya Cntact Center Cntrl system. Receive the experience, knwledge, and capabilities f Avaya Implementatin and Prfessinal Service rganizatins t help ensure successful high-quality implementatins. Channel Partners: This ffer prvides ur partners with the fllwing: The flexibility t select ne service r an entire suite f Services t match their Custmer s particular needs and their technical expertise. Avaya Cntact Center Cntrl Capabilities & Features Centralized management and administratin f all cntact center applicatins. A user-friendly, Web-based and highly persnalized thin client applicatin interface. Full tenant partitining is prvided fr multi-tenant envirnments with rles based access cntrls. Avaya Inc. 1 Use pursuant t the terms f yur signed agreement r Avaya plicy.

2 Avaya Cntact Center Cntrl Multiple Avaya Aura Cmmunicatin systems supprtable with a single deplyment f Avaya Cntact Center Cntrl. Enhanced rle-based permissin engine allws nn-technical staff t easily perfrm administrative tasks. Enables seamless transitin fr Custmers running a mixed envirnment f Call Center Elite, with r withut Business Advcate, and emerging Avaya Aura Cntact Center releases. Virtualizatin and clud netwrking/prcessing-enabled; a green slutin negligible hardware requirements. Scalable t accmmdate rganizatins f all sizes. Visual call flw design with plicy ruting tables and vectr with vectring variables management. Full Micrsft Active Directry integratin with single sign-n functinality. Avaya Cntact Center Cntrl Service Delivery Optins The fllwing APS service delivery ptins are available fr Avaya Cntact Center Cntrl : Standard AACCCM Cnnectrs 1. ACCCM Installatin that supprts a single Avaya Aura Cmmunicatin (CM). 2. ACCCM cnnectr fr Avaya Aura TM Cntact Center (AACC). 3. ACCCM cnnectr fr (Call Management System (CMS) 4. ACCCM cnnectr fr Avaya IQ. 5. ACCCM cnnectr fr Cntact Center Express (CCE) 6. ACCCM cnnectr fr Avaya Practive Cntact (PC). 7. ACCCM cnnectr fr Avaya Practive Outreach (POM). 8. ACCCM Cnnectr fr Avaya Recrder Supprt (Avaya Aura Wrkfrce Optimizatin (WFO). 9. ACCCM Cnnectr fr Quality Management (QM) Supprt (Avaya Aura Wrkfrce Optimizatin (WFO). 10. ACCCM Cnnectr fr Wrk Frce Management (WFM) Supprt (Avaya Aura Wrkfrce Optimizatin (WFO). 11. ACCCM Cnnectr fr Avaya Vice Prtal (VP) Supprt. 12. ACCCM Cnnectr fr Avaya Interactin Center (IC). 13. ACCCM Cnnectr fr Avaya Mdular Messaging (MM). Knwledge Transfer Basic Training The Basic (4 Hurs) Knwledge Transfer includes the fllwing: System Overview Hw t manage users Hw t manage permissins Hw t use the deplyed cnnectrs Envirnment verview (system services, database maintenance and maintenance related questins). Avaya Inc. 2 Use pursuant t the terms f yur signed agreement r Avaya plicy.

3 Avaya Cntact Center Cntrl Avaya Vice Prtal Cnnectr Training The sessin (1 Day) includes the fllwing: AVP Cnnectr verview Architecture f the slutin Hw t use ACCCM reusable dialg designer mdules Review f the sample applicatin Q&A Sessin Cnsultancy Organizatin Chart, Permissins, and Rles in Avaya Cntact Center Cntrl. Active Directry ACCCM Central Management fr Avaya ne-x Agent Availability This ffer is available glbally thrugh Avaya r Avaya Authrized Business Partner. Details may vary by regin. Why Avaya Prfessinal Services Avaya Prfessinal Services turns yur real-time cmmunicatins slutins int a business imprvement strategy fr emplyee, supplier, and vendr interactins. Custmers can leverage the capabilities f Avaya Prfessinal Services at any stage f their slutin lifecycle. Our prtfli is designed t allw Custmers t engage us fr a specific prject need r as an end-t-end ffering fr cmplete versight. Avaya Prfessinal Services helps deliver business prductivity imprvement that meets Custmer challenges and drives their business frward, s they can fcus n grwing yur business. We fcus n slving Custmer challenges such as reducing Ttal Cst f Ownership, mitigating risk and accelerating a Custmer s business. Whether a Custmer chses t wrk with ne f ur trusted partners r directly with us, yu have access t the deep expertise f the Avaya team. Our extensive experience and hrizntal, vertical, and technlgy expertise enable us t bring industry best practices t a Custmer s rganizatin and drive measurable business results. We have a glbal netwrk f ver 1,500 cnsultants, netwrk architects, and prject managers with an average 15 years f industry experience each and industry certificatins frm multiple vendrs. Executing ver 2,000 prjects every mnth glbally, ur cnsultants range f strategic, technical and management skills can apply acrss a Custmer s cmmunicatins netwrk and ur glbal resurcing mdel ensures the right specialist is deplyed fr every Custmer s prject regardless f gegraphy. Fr Mre Infrmatin This Offer Sheet and Service Descriptin are nt t be used fr cntractual purpses. T learn mre abut CBA Prfessinal Services and hw it can add value t yur business, r ther award-winning slutins and Avaya Glbal Services, talk t yur Avaya Client Executive r Authrized Business Partner. Als, visit us at Avaya Inc. 3 Use pursuant t the terms f yur signed agreement r Avaya plicy.

4 Avaya Cntact Center Cntrl Direct Custmers - Fr infrmatin regarding Avaya Prducts and Services, r t begin yur qute tday please cntact yur Accunt r Authrized Business Partner. Sales Teams - Fr infrmatin regarding the service fferings included in the bundles, please cntact the Supprt Htline at 866-Avaya-66 (US) r (EMEA). When yu are prmpted t identify the slutin yu require infrmatin abut, please say "APS Service Bundle". If yu need assistance understanding hw t crrectly select the bundles, cntact the Design Central Team at (US), (Americas Internatinal), (EMEA) r (APAC). In this case, when prmpted t identify the help yu seek, please say either "Cnfiguratin" r "Design". T begin yur services qute tday, fllw the steps utlined belw that best suit yur need: 1. Fr Avaya Sales Team requests: G t Avaya Enterprise Prtal, Tls, Sales Tls, Salesfrce.cm. 2. Fr Distributrs and Partners whm have a cntract agreement with Avaya t buy services direct, requests g t PRM at 3. Fr all ther Authrized Business Partner requests, wrk thrugh yur Distributr. 4. Authrized Business Partners may qute/rder a-la-carte services by visiting: /SN Fr additinal questins r supprt regarding this ffer, please us at APSOffers@avaya.cm. Avaya Inc. 4 Use pursuant t the terms f yur signed agreement r Avaya plicy.

5 Avaya Cntact Center Cntrl 1. APPENDIX Avaya Service Descriptin fr Avaya Cntact Center Cntrl Implementatin Services Avaya Cntact Center Cntrl Delivery Services The fllwing Avaya Prfessinal Services apply t the implementatin Services ptins available fr Avaya Cntact Center Cntrl. Services prvided by Avaya Prfessinal Services are typically perfrmed remtely. Please wrk with yur sales team t determine if the base cnfiguratin will meet Custmer requirements r if additinal Services may need t be included in the cnfiguratin and price. Prject Management Prject Management Services help speed implementatin and thus, business benefit realizatin by mnitring critical time frames and effectively managing changes t help ensure timely deplyment. Prject s crdinate with Custmer s team t manage implementatin requirements and act as a single pint-f-cntact that crdinates all Avaya technician resurces, sftware resurces, r engineers. By managing a cmprehensive implementatin prject schedule and mnitring critical milestnes, Prject Management makes certain the slutin is implemented accrding t plan and minimizes the risk f delays and additinal csts. Planning & Design The slutin Planning and Design begins by identifying client expectatins and helps define anticipated utcmes fr the prject. By gaining a thrugh understanding f Custmer s business strategy, gals, and expectatins, Avaya is better psitined t maximize the utcme f the slutin deplyment. Installatin Hardware Installatin is nt an available ptin fr Avaya Cntact Center Cntrl. Avaya Cntact Center Cntrl runs n a Custmer-prvided HW and OS (Windws). Implementatin, Cnfiguratin, & Testing Deplyment Services deliver the cmplete sftware implementatin and cnfiguratin f the slutin as well as the testing and verificatin f system peratin. Avaya prvides resurces and expertise t manage the integratin quickly and reliably s that yur Custmer can fcus n managing their business. Knwledge Transfer & Training Infrmal Knwledge Transfer is available n all implementatin Services. Cutver & Implementatin Supprt Avaya will ensure successful deplyment f the Avaya Cntact Center Cntrl slutin in Custmer envirnment. Avaya minimizes the technical difficulties assciated with integratin t ensure: Custmer receives assured cmpleteness f the Avaya Cntrl slutin. Avaya Inc. 5 Use pursuant t the terms f yur signed agreement r Avaya plicy.

6 Avaya Cntact Center Cntrl Custmer has a cnsultant n-site during cutver t assure the prper functining f all features. Custmer receives prper signff and transitin t supprt when jb is cmplete. Prductin validatin is perfrmed pst-cutver t ensure system integrity. Avaya Deliverables During the implementatin f Avaya Cntrl Avaya will prduce the fllwing deliverables ver the curse f the prject: Installatin prerequisites: A dcument that utlines all envirnment requirements fr the Avaya cntrl manager installatin including the cnfiguratin required in the integrated Avaya prducts. System Design: A dcument that describes the cnfiguratin f the envirnment (lcatins, rg chart and user types). Envirnment Overview: A dcument that describes the envirnment where the prduct was installed, system Services that are used, lcatin f lgs. Slutin Implementatin Dependencies Additinal Avaya slutins and Services must be cnsidered when implementing Avaya Cntact Center Cntrl. Switch Cmpnents and Prgramming Additinal telephny system cmpnents and prgramming culd be required based n Custmer s unique cnfiguratin and envirnment. Installatin and prvisining cst fr these items shuld be cnsidered in any qute. Telephny system prgramming may als be required t fully integrate Avaya cntrl manager with the telephny system. Vice Prtal/Dialg Designer In case the Avaya Cntact Center Cntrl Vice Prtal cnnectr is used additinal Vice Prtal cnfiguratin and prgramming culd be required based n Custmer s unique cnfiguratin and envirnment. IQ Cnfiguratin In case the Avaya Cntact Center Cntrl IQ cnnectr is used additinal IQ cnfiguratin and prgramming culd be required based n Custmer s unique cnfiguratin and envirnment. IC Cnfiguratin In case the Avaya Cntact Center Cntrl IC cnnectr is used additinal IC cnfiguratin and prgramming culd be required based n Custmer s unique cnfiguratin and envirnment. WFO Cnfiguratin In case the Avaya Cntact Center Cntrl WFO cnnectr is used additinal WFO cnfiguratin and prgramming culd be required based n Custmer s unique cnfiguratin and envirnment. Avaya Inc. 6 Use pursuant t the terms f yur signed agreement r Avaya plicy.