four ways avaya is transforming the client support...
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avaya.com
Four ways Avaya is transforming the client support services experience
Improved online services, solution-focused delivery, robust diagnostic services and accelerated recovery services are the future
avaya.com
A passion for client satisfaction
For years, Avaya has delivered award-winning communications support services to our clients. But as our clients’ businesses and communications
solutions evolve, our support services need to evolve with them if we are to continue to earn their loyalty.
We listened to the voices of our clients, as well as market analysts and other industry sources,
in many ways. Then we re-conceptualized how communications support services should be delivered,
and how the value of those services can be enhanced. Our goal is to strengthen clientrelationships through faster issue resolution.
The result of this forward-thinking process is a revolutionary new approach to communications support
services — one that addresses today’s demands more effectively while positioning us and our clients for the
future. Today, we are doing things that few other vendors in the hardware and software support market are doing, such as live Web-based video and chat and
immediate publishing of known issue resolutions for instantaneous access by clients and partners.
In this eBook, we’ll show you the four components of our new approach. These initiatives
are transforming how we and our clients think about communications support services
and how we are taking those services to entirely new levels.
Let’s take a closer look.
1. Improved online servicesEasy-to-use online resources, tools and knowledgebase
Voice of the client:
“ I need fast
and easy
access to
information,
tools and
solution
expertise.”
avaya.com
Increasingly, Avaya clients want fast, easy access to information, tools and solution
expertise. So it wouldn’t be a true transformation of communications support services
without emphasizing — and improving — our focus on eSupport.
To improve our clients’ online service experience, we’re introducing a number of
enhancements to our support Web site, including:
• Liveagentsforchatandvideo,whichallowsfasteraccesstoinformationtoaid
in trouble resolution.
• Immediateagentpublishingofallsupportknowledge,somanymoreknownsolutions
to problems will be available directly to customers and partners anytime, anywhere.
• Swarming,enabledviaWebsupport,tobringmultipleengineerstogethertosolve
complex customer issues.
•Improvedreal-timehealthchecksandanalytics.
•Avayaweb.alive® for faster interaction with agents on Web forums.
•Artificialintelligencetoolstohelpfindanswersrapidly.
continued…
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1. Improved online services (continued)Easy-to-use online resources, tools and knowledgebase
• Enhancedsearchcapabilitiesandimprovedpagearchitecture
for faster and more reliable search results.
• End-to-endviewofnetworkoperationsthrough
Avaya Operations Intelligence Suite (Avaya OIS).
• Customizabledashboardfeaturesandregistrationprocessimprovements
for enhanced personalization.
• One-clickaccessibilitytoproductsandstreamlinedcontent
subscriptions.
• EnhancedWebticketingforacceleratedresponsetimes.
Through these and other enhancements, Avaya is enabling a
better service experience with online resources and tools.
avaya.comavaya.com
2. Solution-focused deliveryReduced time to resolution and seamless support experience
Voice of the client:
“ The multiple
products and
applications in
my environment
make it hard to
quickly identify
and resolve
issues.”
Problemidentificationandresolutionhavereallybecomechallengingintoday’s
multivendor communications environments. No client can afford to wait on hold
or be transferred from one support technician to another until the right resource
is found.
To address this challenge, we restructured our support organization to develop deep
cross-portfolio solution expertise. Ourtrainingprogramsfocusonhowdifferent
products work together as a holistic solution within the customer environment.
A seamless support experience is another focus area. We are working to ensure
thatwhenyoucontactusforsupport,youarerouteddirectlytothebest-qualified
resource. That person is then accountable for handling the entire service request
through resolution, including the swarming of multiple resources in real time and
integration of Tier IV expertise into the solution team. This swarming capability
is most effective when clients submit service requests via the Web. In this way,
we eliminate or minimize client handoffs and resulting delays.
This approach — deep solution expertise, increased accountability,
collaborative support delivery — leads to faster and better
coordinated issue resolution.
avaya.com
3. Robust diagnostic servicesRevolutionary diagnostics supporting complex communications
Voice of the client:
“ I want to
transition my
dedicated
systems to
highly distrib-
uted systems
across the
core, edge
and cloud.”
avaya.com
Businesses today are rapidly adopting new voice, video, data, messaging and
collaboration technologies. At the same time, they are transitioning from
dedicated systems to highly distributed systems across the core, edge and cloud.
TheAvayaCenterofDiagnosticSciencesisredefiningourserviceabilitydesign
approach to reflect these changing client needs and the adoption of emerging
technologies. Next-generation diagnostic services under development include:
Solution-based diagnostics that address heterogeneous, dispersed environments
for holistic and intelligent issue detection, isolation and resolution.
Proactive product diagnostics, by which we are embedding
innovative diagnostic and serviceability architecture within
products.Thisspeedsidentificationandremediationofissues
by proactively eliminating them before they become problems.
Tools and automation that maximize communications system
uptime by helping clients themselves proactively diagnose and
resolve issues without on-site technical support from Avaya.
Seamless support experience through advanced remote service,
simplifiedtroubleshootingprocessesandproactivenotificationofpossibleissues.
avaya.com
4. Accelerated recovery servicesImproving performance of mission-critical networks
Voice of the client:
“System reliability
and uptime are
critical to our
communications
strategy and
operations.”
avaya.com
Simply stated, system failures will occur as global communications networks —
and the applications that run on them — become more integrated. Sometimes
it’s the product. More often, it’s the environment or outside factors.
Bottom line, when there’s an outage, you need leading-edge support. Avaya
createdtheEmergencyRecovery(ER)organizationtogiveourclients fully dedicated,
world-classoutagerecoveryservices.OurERteamusesproactivesupportmonitoring,
regional off-hours support and breakthrough outage recovery techniques to
minimize the impact of outages for our clients’ mission-critical communications.
How’sthatworkingout?Outageshavebeenrestored91percentfasterthanbefore
withsupportofourERteam,workinggloballytorestoreinterruptionsofserviceto
voice and data communications systems. We also expanded the scope of Avaya
products covered, so Avaya clients are experiencing quicker recovery times than
before for an even broader range of services.
avaya.com
The new standard in support services
The pace of change in business today is relentless. As such, Avaya clients need
assurance that their communications systems will be available when and where they are needed.
Avaya is making investments for the future to deliver a solution-focused, collaborative and seamless support experience. The industry awards we’ve received
for these services are one measure of progress in important areas. Yet we also understand that success
mustbeearnedcontinuously—thatthenextchallengewehelpaclientorpartnerovercomewilldefine
tomorrow’s success.
We invite you to learn more. Discoverthefuture of communications support services, and
learnhowAvayaisredefiningthemanyimportantcomponentsofthesupportexperience.
avaya.com
2011EXCELLENCE
IN SERVICE OPERATIONSAVAYA INC.
GLOBAL
avaya.com
Learn moreTo learn more about communications support services from Avaya, talk to your Avaya Account Manager or Authorized Business Partner. For information on support service plans, click here. For support services, visit support.avaya.com.
About Avaya Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, data solutions and related services to companies of all sizes around the world. For more information, please visit www.avaya.com.
© 2012 Avaya Inc. All rights reserved.Unless otherwise noted, all trademarks identified by the ®, TM or SM are registered trademarks, trademarks or service marks, respectively, of Avaya Inc. 02/12
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