Enterprise and SMB Reseller Course Guide. RapidRamp Training Curriculum For New Avaya Partners

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1 OPERATIONAL TECHNICAL 1

2 Table of Contents Introduction A curriculum overview and concise program value story as it applies immediately to your needs for growing your business. Page 3 About The Trainers A quick overview of the trainer s qualifications and accreditations. Page 4 Sales Training - I Sales Training - II Technical Training - I Technical Training - II Technical Training - III Operational Training - I Avaya Product Overview Avaya/Nortel Comparison Mid-Markets Solution Selling IP Office Product Overview IP Office Solution Selling Extreme Networks Overview RFPs and Proposals Promotions and Rebates Avaya Communication Manager Sales Product Authorization Avaya Call Center Core Sales Product Authorization Avaya Unified Communications Sales Product Authorization Westcon Sales Support Portal (Ticketing System) Maintenance Deep Dive Westcon Dealer Quote Tool Westcon Service Offerings Avaya Solutions Designer One-on-One Implementation Overview Avaya Communications Manager Design Product Authorization Avaya Communications Manager Implement Product Authorization Avaya Call Center Manager Implement Product Authorization Avaya Unified Communications Design Product Authorization Avaya Unified Communications Implement Authorization Westcon Professional Services Offerings Reseller Marketing Services Compass E-Commerce Avaya University Navigation Avaya Financial Services Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 How Prepares You for Success An overview of course length. Page 11 2

3 Ramp Up with Westcon In today s hyper-competitive business environment, leveraging every available resource for growing your business and doing it quickly is an absolute must. That s why Westcon Convergence now offers, a comprehensive training program designed to help new Avaya Partners get upand-running quickly so they accelerate their business in the shortest amount of time possible. enables resellers to quickly learn about the many resources Westcon offers, and gain a clear understanding of how they can achieve sustained revenue growth quickly. Taught by proven industry professionals, features a curriculum that will introduce you to Westcon s vast operational resources, delivers the critical information and authorization you need to effectively sell Avaya products and solutions, and help you navigate the extensive support services at your disposal when you partner with Westcon. Westcon Courses Include: TECHNICAL OPERATIONAL Avaya Product Overview Avaya/Nortel Comparison Mid-Markets Solution Selling IP Office Product Overview IP Office Solution Selling Extreme Networks Overview RFPs and Proposals Promotions and Rebates Avaya Communication Manager Sales Product Authorization Avaya Call Center Core Sales Product Authorization Avaya Unified Communications Sales Product Authorization Westcon Sales Support Portal (Ticketing System) Maintenance Deep Dive Westcon Dealer Quote Tool Westcon Service Offerings Avaya Solutions Designer One-on-One Implementation Overview Avaya Communications Manager Design Product Authorization Avaya Communications Manager Implement Product Authorization Avaya Call Center Manager Implement Product Authorization Avaya Unified Communications Design Product Authorization Avaya Unified Communications Implement Authorization Westcon Professional Services Offerings Reseller Marketing Services Compass E-Commerce Avaya University Navigation Avaya Financial Service OPERATIONAL TECHNICAL Real Value, Right Now Remember, time is money. When you partner with Westcon Convergence, you immediately gain the full support of a proven industry leader with designated resources focused solely on helping you get ramped up for success. We maintain a defined and established practice to make it happen, along with a full spectrum of resources to support our business partners at every turn. For nearly 25 years, we have provided our reseller partners with direct access to the products, solutions and services that turn prospects into customers, and create solid revenue opportunities. With, we re ready to do the same for your business. To learn more about the Program, please contact: Jamie Weiss, Business Development Manager, , [email protected] 3

4 About the Trainers Richard Roux, Director of Product Management and Business Development, Westcon Group Richard Roux currently serves as Director of Product Management and Business Development for Westcon Convergence. He has been with Westcon Group North America for two years, and much of the value he brings to our customers comes from his 15 years of experience in helping to lead Info Systems, an IT Solutions company with annual sales in excess of $75 million. Brian Worst, Technical Services Manager, Westcon Convergence Brian Worst has 20 Years of technical support experience in Telephony. He manages Voda One Technical Support staff and is well respected throughout Avaya s technical and operational channel teams. David Bloom, Product Sales Manger, Westcon Convergence David Bloom holds an Avaya Certified Expert designation in IP Telephony. He ran MTMs Telephony Practice Operations and Field Support for Avaya and Cisco. He is now currently responsible for New Partner Development and Orientation for Westcon Convergence. Robert Reams, Sr. Product Sales Manager, Avaya Enterprise Solutions, Westcon Group Robert Reams is the Senior Product Manager For Avaya Enterprise Communications Group Solutions for Voda One/Westcon. He has worked extensively in the IT Communications industry, including 11 years with AT&T/Lucent/Avaya in various positions, including field sales engineer and Senior Consultant. Bill Riley Bill Riley previously led a $10 million Avaya practice in the Mid-Atlantic region. His expertise in building successful sales and technical teams is a strong asset that Westcon provides to our Business Partners to help you build your practice. In addition to Avaya, Bill has significant experience with Citrix, Cisco, EMC and a breath of other IT solutions infrastructure companies. Jamie Weiss, Business Development, Westcon Group Jamie Weiss brings 20+ years with Avaya as an Application Sales Engineer, Sales Manager, and Channel Manager to the team. He is responsible for Partner Business Development within Westcon Convergence. Donny Lu, Convergence Product Sales Manager, Westcon Group Donny Lu has been working with Westcon Group Affinity Vendors on making reseller customers the most successful they can be. He is responsible for helping resellers gain direct access to convergence products, solutions and services, that turn existing and prospective end-user customers into satisfied customers and, ultimately, profitable annuity streams of services and renewals. OPERATIONAL TECHNICAL Don Martin Don Martin brings 20+ years of technical support experience with IT distributors and resellers to the team. He is an Avaya Certified Learning Partner certificate for IP Office. He has outstanding training results and is a true IP Office expert. 4

5 Sales Trainings - I Session: Avaya Product Overview Audience: BP Management, AE and SE Presenter: Robert Reams, Sr. Product Sales Manager Length: 1-2 hours Description: Avaya has a very broad product line with offering for all businesses small and large. In this session, we will take you through the products lines and provide guidance as to which product fits in which market. Session: Avaya/Nortel Comparison Audience: Existing Nortel Partners Presenter: Robert Reams, Sr. Product Sales Manager Description: Primarily geared to existing Nortel dealers who are beginning to sell Avaya products, this session will provide a side by side comparison of the two product lines to allow your associates to gain a faster understanding of where each product fits. Session: Mid-Markets Solution Selling Presenter: Jamie Weiss, Business Development Length: 2 hours Description: Discussion of Communication Manager value proposition and selling to Mid-market customers will be the focus of this training. The session will review key business issues that are driving customers decisions, CM applications, and how they map to business issues. Session: IP Office Product Overview Audience: SE and AE Presenter: David Hall, Sr. Engineer Description: A follow up to the Avaya Product Overview session, this session will take a closer look at only the IP Office products focusing on capabilities and design considerations. Adjunct applications, such as Compact Contact Center, Conferencing and Voice Mail Pro, will also be discussed. Session: IP Office Solution Selling Presenter: Jamie Weiss, Business Development Length: 2 hours, Business Development Description: Discussion of IP Office value proposition and selling to SMB customers will be the focus of this training. The session will review key business issues that are driving customers decisions, IP Office applications, and how they map to business issues. Session: Extreme Networks Overview and SE Presenter: Donny Lu, Product Sales Manager Description: An overview of the Extreme product line and how it complements Avaya solutions. This session will also cover the requirements to become Extreme authorized and provide a review of current Extreme promotions. 5

6 Sales Trainings - II Session: RFPs and Proposals Presenter: David Bloom, Product Sales Manager Description: This session is a discussion of how to get the answers to questions in an RFP and how to develop an Avaya proposal. This session will explore the tools available on the Avaya Partner Portal and other resources available to the Avaya Partner. Session: Promotions and Rebates Presenter: Robert Reams, Sr. Product Manager and David Bloom, Product Sales Manager Description: A discussion of the Promotions and Rebates currently being offered by Avaya and how to find the documentation on them to keep up-to-date on what is being offered. Additionally, the requirements that must be met to qualify for the promotions are discussed. Session: Avaya Communication Manager Sales Product Authorization Length: 18.5 hours Description: The Avaya Product Authorization that allows the Avaya Partner to sell Communication Manager systems and SIP requires approximately 18.5 hours of web-based training. The classes cover Communication Manager, SIP, Software Support and Branch solutions. An overview of Avaya IP Telephony solutions is also included. This training is free for Avaya Partners. Avaya requires each business partner to have at least one associate with this product authorization to be allowed to sell Communication Manager. Session: Avaya Call Center Core Sales Product Authorization Length: 10 hours Description: The Avaya Product Authorization that allows the Avaya Partner to sell core call center components requires approximately 10 hours of web-based training. The classes cover the customer interaction suite and Avaya Advocate. This training is free for Avaya Partners. Avaya requires each partner to have at least one associate with this product authorization to be allowed to sell Call Center solutions. Session: Avaya Unified Communications Sales Product Authorization Length: 9 hours Description: The Avaya Product Authorization that allows the Avaya Partner to sell unified communications products and requires approximately 9 hours of web-based training. The classes cover Modular Messaging, One-X Mobile, One-X Portal, Applications Enablement and Meeting Exchange Express. This training is free for Avaya Partners. Avaya requires each business partner to have at least one associate with this product authorization to be allowed to sell unified communications solutions. 6

7 Technical Trainings - I Session: Westcon Sales Support Portal (Ticketing System) Audience: SE and AE who do their own design requests Presenter: David Bloom, Product Sales Manager Description: The Westcon Sales Support Portal allows the associate to request a design, maintenance quote or implementation quote by answering a series of simple questions. The portal walks the associate through the required components so that pieces are not missed. The portal also allows the associate to submit a question for an expert to answer or request Pre-Sales support. Session: Maintenance Deep Dive Audience: SE and AE Presenter: Ryan Jozwiak, Services Specialist Description: Westcon maintenance experts walk associates through the various Avaya maintenance offerings, including how to choose the appropriate offering, potential pitfalls with different offerings, using Westcons Maintenance Cheat Sheet, and the process to sell maintenance most effectively. Additional discussions around Software Support will ensure that the Avaya Partner offers a competitive solution and fully understands the various offerings. Session: Westcon Dealer Quote Tool Audience: SE Presenter: David Bloom, Product Sales Manager Length: 30 to 60 minutes Description: Westcon has developed a tool that allows the Avaya Partner to generate his own quote for product applying the standard discount, rebates and special bids based on an ASD design or by entering a list of parts. The tool also allows the associate to calculate the cost for Westcon Staging Services. TECHNICAL Session: Westcon Service Offerings Audience: BP Management and SE Presenter: Brian Worst, Technical Services Manager Description: Westcon offers many services to help new Avaya Partners ramp up quickly, such as Product Staging and Westcon Professional Services. This session will review the offerings and help partners better understand what capabilities Westcon has to offer. Session: Avaya Solutions Designer One-on-One Audience: SE Presenter: David Bloom, Product Sales Manager Length: TBD Description: Avaya Solutions Designer is the tool used to create technically assured designs. For the Avaya Partners with SEs doing their own designs, this session is for the new designer who needs a more in depth one-on-one tutorial of how to create a design. It focuses on the Design to Win philosophy and best practices in using ASD. Note: It is assumed that the SE has completed the Avaya ASD training and has familiarity with navigating in ASD. 7

8 Technical Trainings - II Session: Implementation Overview Audience: Installers Presenter: David Bloom, Product Sales Manager Length: 1-2 hours Description: This course discusses the common pitfalls new installers encounter when installing Avaya Enterprise products. This session includes a discussion of ASC (Anatomy of a Successful Cut), RFA (Remote Feature Activation) and where to go to find better information. The session is based on Best Practices discussions and can move in many different directions, depending on the needs and interests of the attendees. Multiple sessions may be scheduled if desired. The installers will need RFA permissions and an Avaya Partner Portal Login. Session: Avaya Communications Manager Design Product Authorization Audience: SE Length: 44 hours Description: The Avaya Product Authorization that allows the Avaya Partner to design Communication Manager systems requires approximately 11 hours of web-based training and 33 hours of instructor-lead training. The classes cover the same subjects as the sales product authorization, but add instructor lead design training. The web training is free for Business Partners and the instructor lead training cost approximately $1,265, plus travel. Avaya requires each Avaya Partner to have at least one associate with this product authorization to be allowed to design Communication Manager solutions. TECHNICAL Session: Avaya Communications Manager Implement Product Authorization Audience: Installer Length: 56 hours web; 17 hours virtual-instructor lead; 130 hours instructor-lead Description: The Avaya Product Authorization that allows the Avaya Partner to implement the entire Communication Manager product line requires approximately 56 hours of web-based training and 147 hours of instructor-lead training. The classes cover the same subjects as the sales product authorization, but add web-based and instructorlead implementation training. There is a subset of training available for associates who will not be implementing complex systems. The web training is free for Avaya Partners and the instructor-lead training can cost over $10,000, plus travel. Avaya requires each Avaya Partner to have at least one associate with this product authorization to be allowed to implement Communication Manager solutions. A proctored exam is required to complete the product authorization. Session: Avaya Call Center Manager Implement Product Authorization Audience: Installer Length: 56 hours web; 17 hours virtual instructor-lead; 130 hours instructor-lead Description: The Avaya Product Authorization that allows the Avaya Partner to implement core call center product line requires approximately 18 hours of web-based training and 50 hours of instructor-lead training. The classes cover the same subjects as the sales product authorization, but add web-based and instructor-lead implementation training on call center programming and CMS. The web training is free for Business Partners and the instructor lead training costs approximately $8,800, plus travel. Avaya requires each business partner to have at least one associate with this product authorization to be allowed to implement call center solutions. 8

9 Technical Trainings - III Session: Avaya Unified Communications Design Product Authorization Audience: SE Length: 17 hours Description: The Avaya Product Authorization that allows the Avaya Partner to design unified communications products and requires approximately 17 hours of web-based training. The classes cover Modular Messaging, One-X Mobile, One-X Portal, Applications Enablement and Meeting Exchange Express. This training is free for Avaya Partners. Avaya requires each Avaya Partner to have at least one associate with this product authorization to be allowed to design unified communications solutions. Session: Avaya Unified Communications Implement Product Authorization Audience: Installers Length: 26 hours web; 4 hours virtual instructor-lead; 85 hours instructor-lead, 1 proctored exam Description: The Avaya Product Authorization that allows the Avaya Partner to implement unified communications products and requires approximately 26 hours of web-based training and 89 hours of instructor-lead training. The classes cover Modular Messaging, One-X Mobile, One-X Portal, Applications Enablement and Meeting Exchange Express. The web training is free for Avaya Partners and the instructor lead training costs approximately $6,700, plus travel. Avaya requires each Avaya Partner to have at least one associate with this product authorization to be allowed to sell unified communications solutions. A proctored exam is required to complete the product authorization. TECHNICAL 9

10 Operational Training - I Session: Westcon Service Offerings Audience: BP Management and SE Presenter: Brian Worst, Technical Services Manager Description: Westcon offers many services to help new Business Partners ramp up quickly such as Product Staging and Westcon Professional Services. This session will go over the offering and help you better understand what capabilities we have to offer. Session: Reseller Marketing Services Audience: BP Management and Marketing Presenter: Ken Fitzpatrick, Managing Director, Reseller Marketing Services Length: minutes Description: Westcon s MarketVision is the marketing resource that many Avaya Partners need, but do not have internally. This session provides an overview of the program and some initial brainstorming of how the Avaya Partner could use the program to further its goals. Session: Compass E-Commerce Audience: Operations and Purchasing Associates Presenter: Linda Gray, Business Development Manager - Onboarding Length: 30 minutes Description: The Compass system allows Avaya Partners to find their cost for products, place orders over the Internet, track orders, print invoices and request RMAs. This session is designed to make you familiar with the tool, its functionality and learn to navigate the various screens. This session is conducted via web conferencing and the Avaya Partner will see the actual screens he/she will see while using the tool. Session: Avaya University Navigation Audience: SE and Technical Staff Presenter: David Bloom, Product Sales Manager Length: minutes Description: This session demonstrates the components of the Avaya University website and includes a discussion of the product authorizations and certifications required to sell certain Avaya products and provides a customized recommendation of what authorizations are best to pursue to fulfill the Avaya Partners business objectives. OPERATIONAL Session: Avaya Financial Services Audience: BP Management, Finance, and AE Presenter: AFS Regional Manager; facilitated by David Bloom, Product Sales Manager Description: This session is an overview of Avaya Financial Services, featuring leasing offers and how to use leasing to your advantage. Also, it addresses how AFS can get creative if brought into the opportunity early. 10

11 How Prepares You for Success Avaya Product Overview Mid-Markets Solution Selling IP Office Product Overview IP Office Solution Selling Avaya / Nortel Comparison TECHNICAL Westcon Sales Support Portal Maintenance Deep Dive Westcon Prof. Svcs Overview OPERATIONAL 2 Hours 2 Hours 2 Hours Extreme Networks Overview DevConnect Overview Promotions / Rebates RFPs and Proposals Vertical Programs Implementation Overview Westcon Dealer Quote Too Avaya ASD Training for SEs 2 Hours 1 Day OPERATIONAL TECHNICAL ConvergencePoint Introduction Reseller Marketing Services How to Navigate Avaya University Avaya Financial Services Compass / Ecommerce Marketvision Overview All Training Delivered by the Westcon Convergence Avaya-Certified Staff. 11

12 A Carefully Constructed Avaya Orientation Task 1 Task 2 Task 3 Task 4 Westcon Discovery Call ConvergencePoint Westview Portal Westcon Dealer Quote Tool ecompass Westcon Service Offering Maintenance Deep Dive Avaya Product Review IP Office Overview Avaya Nortel Comparison RFPs and Proposals Promotions and Rebates Avaya Financial Services Marketvision Overview Avaya U. Navigation Extreme Overview Avaya Solutions Designer One-on-One Imp. Overview Being Productive Quoting Self Sufficiency Account Manager Primary Contact Designed For Efficiently On Boarding Avaya Solution Selling OPERATIONAL TECHNICAL For More Information Please Contact: Jamie Weiss, Business Development Manager, [email protected] 12