CS1000 LOYALTY2GETHER - Comstormedia.gswi.westcon.com/media//CS1000_Loyalty2gether... · – Avaya Device Adapter Snap-in – Re-use existing UNIStim* sets – MobileX-like enhancement

© 2017 Avaya Inc. All right reserved

CS1000

LOYALTY2GETHER

FOR AVAYA PARTNERS & SALES

Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy

Michael Kuch Senior Director Solutions Marketing

2 Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 2

DISCLAIMER NOTICE

Certain statements contained in this roadmap are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," ”intent”, may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these expectations, assumptions, estimates and projections are reasonable, such forward looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at www.sec.gov/. Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.

AGENDA

Change

Loyalty2gether Introduction

Customer Solutions

– Leveraging Investments

Segmentation & Strategy

Call to Action

Supporting Capability Details

3 Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy


OF GLOBAL WORKERS WILL BE MILLENIALS BY 2020, AND THEY HONED THEIR INTERACTION HABITS IN SOCIAL MEDIA 50%

of enterprises

will use

VIDEO

by 2018

85% 50% CLOUD adoption for Unified

Comms. & Collaboration

(26% in 2015)

SOFT PHONES in Unified Comms. & Collaboration by 2020

363

MILLION

MULTI DEVICE 75% of workers use some combination of a deskphone, mobile

and PC for business communications – with most using all three

BUSINESS PROCESS INTEGRATION Market driven by organizations’ increasing interest in mobility,

collaboration, video and integration with business processes and apps

of employees are

MOBILE and work

away from their team members some of the time

43% greater profitability through the behaviors of highly

ENGAGED business units

21%

MARKET OPPORTUNITY IS SIGNIFICANT

EMPLOYEES ARE DRIVING CHANGE


OF COMPANIES RECOGNIZE CUSTOMER EXPERIENCE AS A COMPETITIVE DIFFERENTIATOR 82%

recognize customer

experience as their most

important performance

measure

77%

59%

77%

of consumers expect agents to know their contact details, product information and service history when they request assisted service

Of customers would like to video to see the agent they are speaking to

can evidence cost

savings via improved

customer experience

66%

of customers want to switch to phone from webchat

62%

EMPLOYEE ENGAGEMENT 76% of companies that prioritize customer

experience say it promotes employee engagement

CUSTOMER EXPERIENCE By 2020, CX will overtake price and

product as the key brand differentiator

MARKET OPPORTUNITY IS SIGNIFICANT

CUSTOMERS ARE DEMANDING CHANGE


CS1000 LOYALTY2GETHER

OBJECTIVES

Engage, upgrade and upsell the CS1000 installed base to:

– Help customers generate incremental business value from new capabilities

– Protect and grow market share

– Generate incremental and recurring revenue

Deliver an ongoing, comprehensive program to enable Business Partners and Avaya Sales success


Generate Revenue

– Maximize installed base opportunity: 50,000,000 lines

– Generate recurring and net new revenue

– Generate incremental value on top of Avaya solutions

– Leverage aggressive promotions & discounts

Marketing Support:

– Leverage campaigns and programs

– Use MDF support

Increase Business Value

– Improve productivity

– Increase customer engagement

Move Faster

– Reduce time to market

– Ease integration and customization

Minimize Migration Disruption and Cost

– Retain / reuse existing investments

– Reduce deployment and support costs

– Leverage software discounts

– Utilize migration support tools

Avaya is investing in our customers


WHAT’S IN IT FOR YOU?

Partners Customers


Massive installed base opportunity for technology

refresh with with final service pack date as main

catalyst

– > 200,000 systems

– ~ 67% with 250 lines and below

Kick start recurring revenue model vs. one time sales

Take advantage of excellent promotions & incentives

Upsell incremental applications on top

– Robust UC with Equinox

– Omnichannel customer contact

– Customized solutions with Breeze

Earn more with new services opportunities –

deployment, migration, customization, training

PARTNER OPPORTUNITY

MAKE MORE MONEY FROM YOUR INSTALLED BASE



PROGRAM OVERVIEW

Software Investment Protection Avaya Software Investment Protection

Policy (ASIPP)

Migration Acceleration ProVision migration software (April ’18*)

Flexible Options Avaya Aura or Avaya IP Office

Cloud, Premise or Hybrid

New Business Value Subscription / Pay per use licenses

True unified communications

Omnichannel customer contact

Customized solutions with Avaya Breeze

Virtualization

Experience Protection Call Park and Page Snap-in

Migration to Officelinx for CallPilot, including

call center services

Avaya Aura Contact Center

Multiple Appearance Directory Number

(MADN) (Now - IP Office, July ’18* - Aura)

MobileX functionality on Communication

Manager EC500 feature (July ’18* - Aura)

Hardware Investment Protection Support for 11XX and 12XX Phones

Device Adapter Snap-in for UNIStim

(July ’18* - Aura)

Outstanding Promotions Energize Customers

Motivation to move

* Target GA schedule


CS1000 LOYALTY2GETHER – PROMOTIONS

Partner Cloud Powered

by (xCaaS-Aura)

Partner Cloud Powered

by (IP Office)

Aura

(Premise)

IP Office

(Premise)

Software Licenses (users) ~ 70 to 75% Discount ~ 73 to 78% Discount ~ 75 to 80% Discount ~ 75 to 80% Discount

Phones Free J129

Highly Discounted 9608G

Free J129 Highly Discounted 9608G

Support & Upgrades Included Included 1 Year Free* 1 Year Free*

Avaya APS

Implementation – –

$10-20/User Credit

$20-30/Agent Credit –

Vantage Device Free

1 with every 100 Users

Free 1 with every 100 Users



Breeze Free Snap-in – Free Snap-in –

Contact Center ~ 70 to 75% Discount ~ 59 to 64% Discount ~ 55 to 60% Discount ~ 55 to 60% Discount

Partner Bounty $10-$25 per User (Edge) $10-$25 per User (Edge) $2.50-$5 per User (New) $2.50-$5 per User (New)

Free 9608G Free 9608G

* With 3 year contract

Loyalty2gether Cloud

Loyalty2gether Premise

3 Year TCO End User Street Price per User / Avaya Net to Partner

$98

$534

$615

$768 $739

$95 $235

$546

$91 $114

Promotions vary by geography,

additional distributor fees may apply

Incremental discounts posted in offer documentation

Avaya IP Office or Avaya Aura

Cloud or Virtualization – Have it Your Way!

Applications

– Avaya Equinox

– Avaya Aura Contact Center & Avaya Oceana

– Avaya Breeze

– Avaya Vantage

Probing Questions

– Considering cloud?

– Maximizing UC benefits?

– Radically alter interactions with customers?

– Would customization drive business benefits?

SOLUTION FOUNDATIONS

IS NOW THE RIGHT TIME FOR CLOUD?

Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy


Maintain core communication experiences – Call Park and Page Snap-in

– MADN

– MobileX functionality on Communication Manager EC500 feature

– Support for Avaya Aura Contact Center, move to Oceana when ready

Leverage hardware investment – Reuse existing phones in many cases

Leverage software investment – Move to New cloud or traditional premise or combination

– Avaya Software Investment Protection Policy (ASIPP)

– Loyalty2gether promotion

Speed migration – ProVision for Avaya Aura

MAXIMIZE VALUE OF EXISTING INVESTMENTS

13 Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 13 * Specific sets. No CC use

Avaya IP Office

– 11XX/12XX SIP phones

– Call Park and Page

– Multiple Appearance Directory Number

– Avaya Contact Center Select (ACCS) for migration of CS1000 Contact Centers

LEVERAGE EXISTING INVESTMENTS

SUPPORTING CAPABILITIES

Avaya Aura

– 11XX/12XX SIP phones

– Call Park and Page Snap-in

– Continue using Avaya Aura Contact Center (AACC)

– ProVision migration software (April 2018)

Avaya Aura (Target July ‘18)

– Multiple Appearance Directory Number (MADN) Support

– Avaya Device Adapter Snap-in – Re-use existing UNIStim* sets

– MobileX-like enhancement to CM EC500 (CS1000 type operation for mobile devices)

Digital and Analog Set support via Device Adapter in development (Target Dec ‘18)

Migration to Officelinx for CallPilot, including contact center services


AVAYA AURA CONTACT CENTER SUPPORT

DIGITAL CX – IT’S AN EVOLUTION FROM HERE ……………………………………………………..TO THERE

Avaya Aura, more than UC

Era of Engagement

Security

Scalability

Session Initiation Protocol (SIP) integration

Open and Standards Based

Team Collaboration

Innovate & Enhance the CX

Call Park & Page Snap-in

Co-Browsing Snap-in

Context Store Snap-in

Presence Services Snap-in

Real-Time Speech Snap-in

Transform the CX

Access 360º data for full context to fuel smarter decisions

Eliminate silos; Integrate systems & processes

Create better, more personalized experiences that drive customer loyalty

Match customers to best available resource

Drive customer insight with business intelligence

Extend with Avaya Breeze and Snap-ins

Transform with Avaya Oceana

Avaya Aura Contact Center on Avaya Aura


AVAYA BREEZE

DEVELOPMENT PLATFORM FOR BUILDING APPLICATIONS

Business Driven Outcomes

Orchestrate interactions between

people, media, devices and events

Inbound Calling

Emergency Alert

Fraud Detection

Text Messaging and Social Media

Shortage

Business Events

SMS

People, Media, Devices


MOBILE-FIRST UX One touch to...Anything

Simple, easy, contextual, device optimized experience

EXTENSIVE WEB COLLABORATION &

CONFERENCE STREAMING Screen & application sharing,

whiteboard, remote desktop control 100,000 live viewers

RICH HD VIDEO, HIGH SCALE AUDIO

Hollywood squares, multi-vendor room system interop.

Multiple large meetings

SOFTWARE BASED / ZERO DOWNLOAD

Flexible, virtualized deployment Frictionless collaboration via

WebRTC and HTML5

IN-APP UC EXPERIENCE User-defined UC in the apps you use

Embed, integrate, customize

ALWAYS ON MESSAGING

Any Media Device Continuity

AVAYA EQUINOX


AVAYA VANTAGE

ELEGANT, MULTI-TOUCH, CUSTOMIZABLE DESKTOP DEVICE

Highlights

– Fusion of mobile app simplicity with benefits of a dedicated device

– Always on, always ready for excellent audio and video communications, acoustic excellence

– Out-of-the-box Equinox

– Custom apps developed using Breeze Client SDK in Android

– User experiences can be customized and personalized to meet various business needs

Ideal Users

– Professionals who work in an office

– Vertical-specific businesses: hospitality, health care, retail, media &

entertainment


CS1000 SEGMENTATION - LEVEL OF SOPHISTICATION

DETERMINES PROPOSITION AND SOLUTION

UC only customer (no contact center)

May not see business value of comms, cost sensitive

Overall Message: You made a good decision in the past, but now you need to catch up to your competitors

Voice contact center customer

“Traditional” contact center, slow to respond to competitive pressures / market demands

Overall Message: You made a good decision in the past, so DON'T FALL BEHIND your competitors now

Multimedia contact center customer

Invested in multichannel, more focused on CX, but concerned with disruption / cost to business

Overall Message: You made a good decision in the past, so do it again and BE THE BEST

LOW (UC Only)

MEDIUM (UC + Voice CC)

HIGH (UC + Multimedia CC)


SEGMENTATION & RECOMMENDATION

SIZE To determine migration path & solution

SOPHISTICATION To determine proposition and solution

• Low – UC only customer, may not see business value of coms, cost sensitive

• Medium – UC with ‘Traditional’ Voice Contact Center customer, slow to respond to competitive pressures / market demands

• High – UC with Multimedia Contact Center, more focused on CX but concerned with disruption / cost to business

GEOGRAPHY To determine sales approach & strategy

SIZE

(Users)

SOPHISTICATION

Low (UC Only) Medium

(UC + CC Voice)

High

(UC + CC Multimedia)

5–100 IP Office

(Powered By)

IP Office

(Powered By)

IP Office

(Powered By)

100–500 (<250 agents)

IP Office

(Powered By)

IP Office

(Powered By)

IP Office

(Powered By)

100–500 (>250 agents)

IP Office

(Powered By)

Avaya Aura

(xCaaS)

Avaya Aura

(xCaaS)

500–1,000 IP Office

(Powered By)

Avaya Aura

(xCaaS)

Avaya Aura

(xCaaS)

1,000–3,000 IP Office

(Powered By)

Avaya Aura

(xCaaS)

Avaya Aura

(xCaaS)

>3,000 Avaya Aura

(xCaaS)

Avaya Aura

(xCaaS)

Avaya Aura

(xCaaS)



SALES AND PARTNER STRATEGY

• High touch, aligned with partner

• Aggressive promotions and partner incentive

• Upsell: • Collaboration Capabilities – Power Users, UC, Vantage

• Customer Experience – WFO, Self Service , Multimedia, etc.

• Professional Services

Migration Path

• Recommended solution if <3,000 users, <250 agents, and limited resiliency / app customization:

• IP Office (Cloud preferred)

• ACCS for Contact Center

• Recommended solution for everything else: • Aura

• AACC SIP for Contact Center, unless customer ‘ready’ to migrate to Oceana and <2,000 agents

Deployment • Cloud First – Powered By IP Office or Aura xCaaS unless not available in geography

• Phase 1: “Active” customer base

• Phase 2: “Inactive” customer base Target

Approach


Aggressive promotions on endpoints,

licenses, implementation and support

Investment protection on software

and hardware


PROPOSITION OVERVIEW

Improved productivity

Reduced costs

Elevated customer service

Faster time to market and

responsiveness to change

IMPROVED BUSINESS VALUE REDUCED MIGRATION COSTS

MINIMISED DISRUPTION

Retention of existing communications

experience

Accelerated migration with Avaya Aura

migration application

Ease of customization and integration

One year free support

Virtualization options

Predictable, monthly OPEX

subscription or pay for use pricing

TOTAL COST OF OWNERSHIP


AVAYA SERVICES SUPPORT

Consulting & Advisory

Design & Readiness

Delivery & Enablement

Support & Optimization

Discovery Workshop

Advisory Services

Customer Engagement Transformation

Cloud Transformation

Solution Architecture Services

Network Readiness Assessment

Avaya Testing Services

Deployment Services

Project & Program Management

Enterprise Cloud

Technical, Administrator & User Training

Support Advantage

Managed Services

Residency Program

Security Assurance Services


ENGAGE IN A DISCOVERY WORKSHOP

BRIDGING THE GAP BETWEEN BUSINESS ISSUES & DESIRED

OUTCOMES

High Service Costs

Poor Customer Satisfaction

Competitive Pressures

Expansion & Acquisition

Cut costs by 20%

Increase Customer

Satisfaction by 10%

Become #1 in Market Share

Quickly deploy new solutions

within days

Business Issues Desired Outcomes

Identify current hot

spots and opportunities

Validate key business

issues and opportunities

Align technology

strategy

Create roadmap and

associated value

propositions

Solving key business issues … Through technical solutions



GUIDING PRINCIPLES

SECURE

Base

• Demonstrate innovation and market excellence

• Ensure ongoing / regular engagement with account

• CS1000 End of Sale • Message to customers:

“You’re being left behind!”

UPSELL

Base

1

2

PHASE “PULL” “PUSH”

• Market relevant pricing, programs and propositions

• Easier, less disruptive migration path

• Use cases & ‘Art of the Possible’

• Seed market e.g. “Try Before Buy”

APPROACH OBJECTIVE

• Secure EVERY customer via high touch approach

• Adapt approach to meet customer and local needs

• Enable partner success

• Keep customer current • Demonstrate innovation

and market excellence • Ensure ongoing / regular

engagement with account

PROTECT Base

from COMPETITION

/ KEEP

Base ACTIVE

3

• Use cases & case studies

• Market relevant pricing, programs and incentives

Increase customer

‘stickiness’ and generate profitable revenue

RATIONALE

Stop market share erosion

Retain and protect base

from competitors

• Message to customers: “Be better than competitors!”

• Message to customers: “Be the best in your market!”



ONGOING CAMPAIGNS

Avaya Engage New Orleans

Jan 28–31

Last New System Sales

April 2018 More Campaigns will be scheduled for 2019

Extended Services Support to June 1, 2024

Remote only Tech Support to June 1, 2027

Q2 – CY 2019 Q1 – CY 2019 Q4 – CY 2018 Q3 – CY 2018 Q2 – CY 2018 Q1 – CY 2018

Campaign Theme #1 Campaign

Theme #2

Campaign Theme #3

Campaign Theme #4

Last Upgrades & Service Pack

April 2019

Promos & Contact Center

Deep Dives

Avaya Engage Session #905 Future of CS1000 Room 254 Sunday 3:00


CALL TO ACTION & RESOURCES

Sales & Partner Portal page

Promotions Portal page

CS1000 on Avaya.com

START CONVERSATIONS NOW

with CS1000 Customers

Loyalty2gether – Outstanding

promotions & investment support

Options – Avaya IP Office or Avaya

Aura cloud or premise

Key Date – Final CS1000 service

pack April 9, 2019

https://sales.avaya.com/en/general/loyalty2gether

https://sales.avaya.com/en/general/promotions-summary-global

https://www.avaya.com/en/product/communication-server-1000/


SUPPORTING CAPABILITIES DETAIL


NES 11XX AND 12XX SIP PHONE SUPPORT

FOR AVAYA IP OFFICE & AURA

NES 11xx and 12xx sets, using SIP, register to Avaya Aura Session Manager

CS1000 customers can continue to purchase 1100 / 1200 IP phones for expansions & upgrades to existing systems

Customers have investment protection for the phones

Can move them to Avaya Aura or Avaya IP Office in the future, at their own pace

Supports basic and commonly used features & capabilities

+


CALL PARK AND PAGE

FOR AVAYA IP OFFICE & AURA

Park incoming calls in a queue from which users pickup calls from wherever they are

Use your existing paging or notification systems

Use your existing music, announcements

1. Patient calls hospital to talk

to Dr. Smith

Call Park & Page

Snap-in

3. Caller is connected to Park DN in a “on hold” fashion (audio from existing source optionally played)

4b. Dr. Smith hears page, chooses any phone, dials Park DN 3333 and is directly connected to Patient waiting for consult

2. Attendant dials System Park Pilot DN and chooses to either have a Park DN auto Assigned from pool (e.g. “3456”) or Select a specific Park DN (e.g. “3333”)

4a. Attendant pages or notifies Dr. Smith to pickup a call at Park DN 3333 using normal paging method

+


MULTIPLE APPEARANCE DIRECTORY NUMBER (MADN)

FOR AVAYA IP OFFICE (NOW) & AURA (TARGET JULY ‘18)

Multiple Appearance Directory Number (MADN)

– A phone number that appears on two or more phones

Use Cases:

– Several phones ring when a number is dialed

– Visual indicator when a line is in use – receptionist can see someone is busy before xfer

– Multiple phones in a room have the same number – lab

– Calls ring in multiple places – faculty member has a lab and office

– Multiple phone numbers (two or more) appear on one phone –

– Assistant has director's extension on phone

– Receptionist has many other people's lines on their phones

+

Dial

555-1212


AVAYA DEVICE ADAPTER SNAP-IN

FOR AVAYA AURA (TARGET JULY ‘18)

Software enables CS1000 customers to re-use UNIStim (IP) phones on Avaya Aura

Deployed as a Snap-in on Breeze

Retains end user experience for top CS1000 features (including MADN) while moving to Avaya Aura

MobileX functionality on Communication Manager EC500 feature

Enables full access to Avaya Aura and Equinox capabilities including MDA twinning of CS1000 phone with Equinox soft clients

Not applicable to contact center implementations


AVAYA DEVICE ADAPTER SNAP-IN

WHAT’S NEXT?

Digital and Analog Set support currently in development

Expected at the end of 2018

Reuse existing CS1000 Gateways

Requires Media Gateway Cards or MG-XPECs

The information contained herein is provided for information purposes only and

is intended only to outline Avaya’s presently anticipated general technology

direction. The information in the roadmap is not a commitment or an obligation

to deliver any product, product feature or software functionality and Avaya

reserves the right to make changes to the content and timing of any product,

product feature or software release.


Allows Communication Manager mobile users using EC500 to invoke enterprise features on an active call by dialing feature access code without putting call on hold

Provides current CS1000 feature experience

Available to all CM users

Remember: Migrating customers can reuse existing phones via the Device Adapter AND twin with Equinox for a true UC experience

MOBILE-X LIKE USER EXPERIENCE ON CM EC500

FOR AVAYA AURA (TARGET JULY ‘18)


Avaya Aura® Solution Communication Manager & System Manager // Session Manager

PROVISION CS1000 MIGRATION SOFTWARE

FOR AVAYA AURA (TARGET APRIL ‘18)

Avaya CS1000 Communication

Manager

CS1K SMGR-SIP datafill

CS1000 LOYALTY2GETHER - Comstormedia.gswi.westcon.com/media//CS1000_Loyalty2gether... · – Avaya Device Adapter Snap-in – Re-use existing UNIStim* sets – MobileX-like enhancement

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