Avaya Defensible Differentiator

Avaya Defensible Differentiators

Avaya Intelligent Branch Solution

Note: Nemertes ResearchWhitepaper –VoIP Business Case has additional details to use as proof points for the Avaya’s Solution:

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EXPERT SystemsSM Diagnostic Tools / Risk of costly solution downtime / Ensures the highest Avaya application availabilityto increase customer satisfaction and responsiveness.
Maximizes solution uptime through proactive problem detection and resolution. / EXPERT Systems is a patented tool that contains more than 30,000 Artificial Intelligence algorithms that identify and diagnose alarms and various conditions before they can turn into significant problems.
EXPERT Systems provide self-healing support and enables Avaya to handle many aspects of support—24x7x365. EXPERT Systems resolve 98% of all of system-generated alarms remotely with the help of our Global Service Delivery tech experts.
Expert Systems Diagnostic tools brochure
Expert View Report FAQs
Enterprise Services Platform / Risk of costly solution downtime / The use of this platform allow Avaya to give our customers, a powerful solution that provides real-time, secure, monitoring and management of their converged communication domain. The ESP platform gives our customers a flexible service support approach for mitigating network management risks and optimizing their IP investments.
5 9’s voice reliability in an IP world. / Enterprise Service Platform architecture enables Avaya to deliver focused, custom monitoring and management for each individual customer for the ENTIRE COMMUNICATION DOMAIN – Voice, data, applications & solutions
Remote Managed Services for IPT – value proposition
Avaya vs. Cisco for IP Support Services
Lower TCO / High total cost of ownership (support costs, management)
Inability to route calls between locations, high telephony costs
High maintenance costs on standalone PBX equipment
within the branches / Nemertes TCO 2007 study showed that Avaya was 25% lower TCO than Cisco and 50% lower than Nortelfor implementations of > 1000 endpoints. “Cisco is six times more costly to operate than Avaya with rollouts of more than 1000 users.” (page 9 of study)
Nemertes Branch VoIP TCO Calculator
IDC Executive Brief: Assessing IP Telephony’s Total Cost of Ownership
How to Use the IDC Executive Brief
Integrated Management Tools / High total cost of ownership (support costs, management) / The Avaya Integrated Management suite comes pre-packed with Avaya branch solutions: allows centralized provisioning, monitoring, fault-performance management, VoIP quality measurement, and adaptive WAN path control. / Many competitors charge extra for management tools, and/or use 3rd parties for these capabilities which are less integrated into the solution
Market-based Implementation Packages / Not sure who to trust to deliver and manage large multi-site deployments expertly, and without disruption to business / These services help customers minimize risk and maximize their communications investments / Implementation Packages provide the right level of services support your customer needs at pricing that is competitive and easy to understand.
Managed Services / Not sure who to trust to deliver and manage large multi-site deployments expertly, and without disruption to business / New Managed Services lines are aligned with Avaya’s core technology portfolio
and growth initiatives; allowing us to leverage our expertise as a core differentiator. /
Avaya is one of the few vendors early to market in providing a sharply focused managed services offer.
Avaya delivers remote monitoring, isolation and root cause analysis across all network devices: voice, data and applications.
Avaya’s contact center leadership and presence in many HQ-based contact centerscan be leveraged to address branch customer service issues and create efficient call flows to/from branch. / Customer service lacking at the branch, lack of visibility into CallCenter metrics enterprise wide / Increased customer satisfaction, increased revenue, closer technology integration
between branch locations and other customer facing contact/call centers, integration of
contact center functionality within the individual branch locations, ability to deploy specific customer facing applications that can potentially lead to decrease in customer churn, increase in incremental revenue per customer. / Avaya is the worldwide leader in ContactCenter deployments.
Avaya can scale ContactCenter capabilities throughout the enterprises and into branch networks.
Incumbency at the branch (DEFINITY, PARTNER, MERLIN) / Customer cannot get residual value out of existing branch equipment / Reuse of some phone equipment in branches, credits for existing equipment (PARTNER, DEFINITY) / Large installed base of DEFINITY, PARTNER and MERLIN/LEGEND.
Single Point of Contact / Not sure who to trust to deliver and manage large multi-site deployments expertly, and without disruption to business / Peak performing and fully adopted technical solution that maps directly to business objectives and leverages existing investments. / Only Avaya provides a complete solution by providing life-cycle services (Planning, Design, Integration, Support & Management) to help organizations derive Maximum Value from Intelligent Communications.
Driven by the end-user need to consolidate and simplify vendor relationships and demand for the one-throat-to-choke model.