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© 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA 1 November 12, 2008 Meeting
2 © 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA Before we start, 3 Presenter Questions What did you come for today, and what must you leave with, in order to feel like your time was well spent? What needs to happen today, for you to rate this RMAUG meeting the best youve ever been to? Especially in this economy… What is the most important thing you can do for your organization, and how can RMAUG facilitate that?
3 © 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA Agenda Compliance using my current Avaya infrastructure. Public Safety using my current Avaya infrastructure. Is there any outside funding available and how do I get it? LUNCH! How can I assist my organization in DELIVERING THE SAME SERVICES TO MY CUSTOMERS, WITH REDUCED OPERATING BUDGETS? How can I assist my organization in GENERATING REVENUE with my current Avaya infrastructure investment? How can I assist my organization in IMPROVING CUSTOMER SERVICE with my current Avaya infrastructure investment?
4 © 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA Compliancy Public Safety (handout discussion) (handout discussion)
5 © 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA Is there any outside funding available and how do I get it? -Low-Risk Funding for 103, 103A, 501C & 501C3 - Interest-bearing escrow accounts - 0% Installment programs - Non-appropriated funding - Cash back infusion programs - No bond issues, no debt, no voter approval, no cash up front - Homeland Security Funding, HRSA Funding, E-Rate, Form 8826 www.dhs.gov/dhspublic/ www.hrsa.gov/grants/default.htm www.dhs.gov/dhspublic/ www.hrsa.gov/grants/default.htm www.usac.org/default.aspx www.irs.gov/pub/irs-pdf/f8826.pdf
6 © 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA
© 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA 7 Self-Service Solutions you can use during those Tight Budget times, that will… 1) Reduce Operating Expense 2) Increase Revenues 3) Improve Customer Service
8 © 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA Any application that can give, get or collect information May complement Web Self-Service Sometimes in a Call Center environment System: Avaya Voice Portal Each port equates to one 24*7 virtual agent Interfaces to telephone switch or network Application follows a preplanned script and expected outcome Understands caller input via touch tone or speech recognition Interacts with callers using Speech Recognition or Text-to-Speech Gets / puts data from and into an enterprise data base May transfer some callers to agents May transfer data about caller or collected on the call Generates logs and reports for managing What is the simplest definition of Self-Service?
9 © 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA Reduce most costs associated with serving callers Proactive applications can increase revenue All applications can increase caller satisfaction Many solutions are cross-industry Others are industry specific Some solutions can be packaged Others must be unique for your enterprise Who uses Self-Service to provide their customers 24 x 7 access to information they need? Just about any organization you can think of…
10 © 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA Outage Reporting: Automate cable, utilities, or IT problems. Hint: IT use can simplify getting the box in the door for other uses. Use of other media –Out-faxing of forms improves speed, currency of forms used, decreases costs –Email and SMS messaging to reach lots of people quickly –Data collection for transcription concentrates interrupt-driven work –SIP trunking will allow pushing short how to videos to cell phones –CEBP will allow automated predetermined actions based upon observed events (such as drop in grades generating parent-teacher conference.) Example: Improve Customer Service
11 © 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA Example: Generate Revenue… Out calling: Fine China Can call husband to offer a completer piece for wifes birthday/anniversary. Annual Christmas ornament order can confirm grandchildrens addresses using TTS, or send some to the party location CRM/CTI Call Routing (can be transparent) Efficiency and accuracy of agent calls Pay by Check or Credit card 24X7 ability to get paid: in and/or outbound Avoid risk of agent access to financial info
12 © 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA Example: Reduce Expense & Generate Revenue… RX refills: Cook County Stroger Hospital: Cheaper calls, PLUS timely meds keep patients out of hospitals at County expense Appt Reminders: Carilion-Trihealth-Riverside-Affinity etc. –From Doctor Appointment at $90.00 up to MRI at $1000.00 –PET Scan: $400. 00 - $500.00 cost to hospital Given costs and half life of radiological isotopes, appointments cannot be missed! Call Ahead / Service Complete for HVAC service calls –Call ahead to confirm appointments (Saves $$$ in labor and gas) –Service personnel call dispatch office at end of service call –Collects homeowner caller ID and adds time stamp –Use TTS to read next appt location: accuracy and dispatch svgs –Avoid loss of services to Side Jobs. Quality Survey: Call to access service levels –Services: Can also confirm and match dollars collected. –Call Center: Can match with agent, low score can transfer to manager –Medical: ID unhappy patients and avert malpractice suits
13 © 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA We use Benchmarked Best-in-Class tools to identify Cost Justification Monthly Justification Monthly Revenues Monthly Costs Savings Monthly Total Investment Cost $ Justification = ($ Revenue + $ Cost Savings) - $ Total Investment Cost
14 © 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA … Bob, this is all great information, but where can this positively impact my organization? Lets figure it out… ITS CONTEST TIME! The challenge… –Each team will identify a business goal or problem and find the most affordable solution to deliver a service, while positively impacting customer satisfaction. Two rules… RULE #1 –In your presentation, you must use TVE sm * discipline (next slide) –TVE provides a framework for articulating solution benefits that provide… Cost reduction, Positive Business impact, and Positive Strategic impact RULE #2 –Be as creative as possible and have FUN! * Intellectual property of Everest Partners LLP
15 © 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA The Total Value Equation (TVE) Actual cost reduction People Hardware Software Administration/operations Indirect savings / effect Productivity and efficiency End-user satisfaction Short and near term objectives Enterprise-wide effect Total revenue / expense Competitive positioning and growth Long range objectives (+24 months) Financials Client current & forecasted expenses SG&A elements Impact of quality on cost MeasureConsiderations Influence on operational processes, end users, and unique revenue objectives Time/money/risk equations Efficiency – productivity equations Influence on revenue, growth, and ROI Working capital and cash flow Investment strategy and payback Competitive positioning
16 © 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA When you need application integration, remember 2 companies… Messaging, Microsoft, V.P. Applications & Host Db Integration Host Db Integration
17 © 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA Accuvoice is… A Platinum Avaya DevConnect –Avaya SPOC available for Top 9 of 3000 members A Certified Womens Business Entity Awarded Top 4 Global Partner Projects for 2008 Avaya Global Kickoff Winner 2008 SpeechTEK NLSR Awards Unique Ongoing optimization support programs Avaya preferred partner for Healthcare, Government and Education. Thousands of Self Service apps, for over 17 years Nationwide presence
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