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© 2005 Avaya Inc. All rights reserved. Avaya Global Services: Delivering IP Telephony Easily and Securely Peter Licata, VP, Managed Services George Sullivan,

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Presentation on theme: "© 2005 Avaya Inc. All rights reserved. Avaya Global Services: Delivering IP Telephony Easily and Securely Peter Licata, VP, Managed Services George Sullivan,"— Presentation transcript:

1 © 2005 Avaya Inc. All rights reserved. Avaya Global Services: Delivering IP Telephony Easily and Securely Peter Licata, VP, Managed Services George Sullivan, CTO, Managed Services Steve Yager, Director, Remote Network Operations February 8, 2005

2 2 © 2005 Avaya Inc. All rights reserved. Agenda Whats new Customer need for managed services New Enterprise Service Platform for managed services New set of remote managed services Customer case study Go-to-market strategy To monitor and manage the communications network that is at the heart of a customers business

3 3 © 2005 Avaya Inc. All rights reserved. Whats New Secure, Real-Time Monitoring of IPT Networks New Enterprise Service Platform optimizes network availability and performance –Real-time network management in a multivendor environment –Maximizes uptime: detects and resolves problems before they impact operations –New Secure Intelligent Gateway is the core of the network management platform New Remote Managed Services: First solutions on new platform –IP Telephony (now) –Software Release Management (summer) –Contact Center (summer)

4 4 © 2005 Avaya Inc. All rights reserved. Delivering IP Telephony…Easily and Securely Customer Benefits of New Platform and Managed Services Mitigates the risk of converged implementation Places security at the core of every managed solution Delivers solutions tailored to customer needs –Customer defines the end result and level of involvement Supports choice of channel –Makes solutions easy to sell, price and buy for all channel partners More than 23 years experience maintaining and managing complex networks

5 5 © 2005 Avaya Inc. All rights reserved. Business Need for Managed Services Target Customer: Medium - Large Business Focus on core business – not communication applications/multi-vendor networks Real time monitoring of solution and communication network IP Telephony Contact Centers Messaging Complexity of Converged Networks Choices of capital avoidance vs. operating expense CAPEX/OPEX Increase Productivity Need experienced management of complex networks and converged applications Resource Limitations Extend Solution Availability Secure and Access Controlled Environment Service Level Agreements Mitigate Risks

6 6 © 2005 Avaya Inc. All rights reserved. Avaya Global Services The Environment In Which We Operate For five 9s reliability for voice in an IP World, we must participate in the architecture, monitoring and management of the entire domain IP World TDM World PBX App Servers / Adjuncts Expansion Port Networks For five 9s reliability for voice, we must monitor and maintain the PBX

7 7 © 2005 Avaya Inc. All rights reserved. Enterprise Service Platform Secure, Real-time Monitoring of Multivendor IPT Networks Maximizes network availability through custom monitoring and management of the entire communications domain –Manages voice, data, communication and business applications rather than just physical infrastructure Utilizes root cause analysis to diagnose problems such as jitter and latency that can interfere with application performance Applies expert system-based prescription engine to quickly repair network issues remotely Delivered through new Secure Intelligent Gateway –Runs core of network management –Deployment on customer premises provides highest level of security and SOX compliance NEW

8 8 © 2005 Avaya Inc. All rights reserved. Enterprise Service Platform Additional Benefits Fully distributed and web-services based –Breaks scalability barriers –Location flexibility for administrators Shared responsibility in environments where other managed services providers are engaged –Augments, rather than disrupts, how customers are currently working Offers BusinessPartners the ability to sell, brand (white label) and / or participate in management

9 9 © 2005 Avaya Inc. All rights reserved. Enterprise Service Platform Automated Workflow EXPERT Systems Workflow Engine –Rules for Service Automation –Trigger Events for Remote On-site resolution OSS / BSS (back office) Problem Management Configuration Management Auditing / Security SLA Management Change Management Reporting / Notification Assorted Patch Mgmt / ASD Root Cause Analysis Aware of state of Communication Domain environment (topology) System level and time-based correlation System level business rules and filters Aggregation and Filtering MOM Manager of Managers Light correlation Business rules and filters on Events Element Manager Event management (Fault, Configuration, etc.) Element Collector Collecting, Polling, Intelligent Agent, SW distribution, etc. Principle Surveillance/Reaction Interface Configuration Knowledge Engine KE Patch Mgmt Repository / Interaction Model PIM Customer Information Repository (CIM, etc.) CIR DB Ticketing Engine Secure Connectivity Via Secure Intelligent Gateway Private (Frame, ATM, Leased Line, etc.) Public (Internet, VPN, etc.) Managed Services Target (Customer) Where events occur Security / Firewalls Secure Intelligent Gateway Active Intelligent Agents eBonding / Web Portal Customer Ticketing Network Elements Hub IP Phone Routers Switch PBX / ACD Call Routing / CTI Engine Self-Service IVR w/Speech Web Mgmt Mgmt FO / BO WFM, KM Business Rules ERP, CRM, etc. Communication Applications

10 10 © 2005 Avaya Inc. All rights reserved. Enterprise Service Platform Automated Workflow EXPERT Systems Workflow Engine –Rules for Service Automation –Trigger Events for Remote On-site resolution OSS / BSS (back office) Problem Management Configuration Management Auditing / Security SLA Management Change Management Reporting / Notification Assorted Patch Mgmt / ASD Root Cause Analysis Aware of state of Communication Domain environment (topology) System level and time-based correlation System level business rules and filters Aggregation and Filtering MOM Manager of Managers Light correlation Business rules and filters on Events Element Manager Event management (Fault, Configuration, etc.) Element Collector Collecting, Polling, Intelligent Agent, SW distro, etc. Principle Surveillance/Reaction Interface Configuration Knowledge Engine KE Patch Mgmt Repository / Interaction Model PIM Customer Information Repository (CIM, etc.) CIR DB Ticketing Engine Secure Connectivity Via SIG on Customer Premise Private (Frame, ATM, Leased Line, etc.) Public (Internet, VPN, etc.) Managed Services Target (Customer) Where Events occur Security / Firewalls Secure Intelligent Gateway Active Intelligent Agents eBonding / Web Portal Customer Ticketing Network Elements Hub IP Phone Routers Switch PBX / ACD Call Routing / CTI Engine Self-Service IVR w/Speech Web Mgmt Mgmt FO / BO WFM, KM Business Rules ERP, CRM, etc. Communication Applications Secure Intelligent Gateway

11 11 © 2005 Avaya Inc. All rights reserved. Enterprise Service Platform Deployment Distribution of Functionality Service Assurance Manager Performance Mgmt and Data Mgmt Engine(s) SMARTS InCharge Dashboard (Web Interface) SMARTS InCharge SAM Console Customer Site Service Assurance Manager Availability Manager Performance Manager Data Management Engine Local Performance Data & Other Remote Stores Secure Intelligent Gateway Avaya-developed behavior models Discovery (including configuration mgmt) Polling Intelligent Agent functionality Alarm receipt Local correlation Root Cause Analysis Local trending (custom intervals) Avaya Management Center(s) IP Network

12 12 © 2005 Avaya Inc. All rights reserved. Avaya Global Services Enterprise Service Platform is at the Core of all Managed Service Offers Remote and Onsite Services Delivery Tools & Infrastructure Solutions Marketing Multi-Channel Go-To-Market Delivering solutions the way our customers want them; through any channel – at their pace and path of choice Global solution competencies Leveraging a foundation of world-class capabilities Managed Services Product Support Services Remote Network Operations & Management Hosted-Operated Services Custom Solutions Communication Solutions & Integration Maintenance

13 13 © 2005 Avaya Inc. All rights reserved. Remote Managed Services First Solutions for New Platform Customer ChallengesSolution Ensure security across communications domain Managed Security Services for Voice and Data Detects and minimizes security threats to voice and data networks before they become a problem. Is at the core of every Avaya managed service Prevent quality degradation of IP Telephony service Minimize downtime Remote Managed Services for IPT Out-tasking solution to manage Avayas IP telephony platforms, associated gateways, voic and the underlying IP data network. Struggle to schedule updates using manual processes Difficult to determine affect of update Software Release Management Identification and implementation of product support notices. Maximize contact center investments Managed Contact Center Services Real-time access to Avaya consultants and management of application components. NowSummer Introduced Spring 04

14 14 © 2005 Avaya Inc. All rights reserved. Remote Managed Services for IP Telephony Comprehensive Out Tasking for Optimal Performance Provides fault, performance, configuration and security management for IP Telephony and converged communications networks Delivers flexibility through three service options: –Basic: supplements a customers internal NOC with voice and data monitoring, notification and basic performance reporting –Enhanced: adds voice management for customers with existing data management –Premium: full voice, data, and performance management Availability: North America (now); EMEA, CALA, A/P (summer) Simple Pricing Strategy: per end-point; depends on selected option NEW

15 15 © 2005 Avaya Inc. All rights reserved. Case Study Centennial College Customer –One of the largest 4-year community colleges in Canada –Recognized leader in technology-enhanced education Challenge –Utilize IP Telephony to extend geographic reach –Retain competitive edge –Reduce recurring operational expense Solution –Ten year contract for full managed service: Avaya VoIP and contact center solutions Legacy Cisco and Nortel communications infrastructure Value Created –Elimination of communications-related capital expense –Allowed key staff to refocus on strategic commitments

16 16 © 2005 Avaya Inc. All rights reserved. Go-to-Market Strategy Planned availability through all channels: direct, indirect, strategic partnerships Make service easy to sell, price and buy –Incentives to sell service at time of product purchase –Straight-forward pricing for easy sale Targeted programs to current Avaya customers –Road show with demo truck reaching 18 cities to educate sales channels and customers

17 17 © 2005 Avaya Inc. All rights reserved. Our Commitment to Customers Path, Pace and Choice Mitigate the risk of converged implementation –Experienced management of complex network environments Place security at the core of every managed solution Deliver solutions tailored to customer needs –Customer defines the end result and level of involvement Support choice of channel –Make solutions easy to sell, price and buy for all channel partners In a technology- intensive business like ours, choosing the right infra-structure and applications provider is absolutely vital…and you need the right partner to get peak performance out of that technology. Avaya fits the bill on both counts. Mindpearl Managing communications at the heart of business

18 18 © 2005 Avaya Inc. All rights reserved. Official Convergence Communication Provider for the 2002 and 2006 FIFA World Cup FIFA Womens World Cup USA 2003

19 19 © 2005 Avaya Inc. All rights reserved. Back-up Slides

20 20 © 2005 Avaya Inc. All rights reserved. Selected by IBM to deliver multi-vendor Managed Services for IP Telephony and Messaging Avaya Global Services Over 23 Years Maintaining and Managing Networks Currently under management: Over 3 million Avaya voice mailboxes for service providers and 690,000 Avaya voice mailboxes for enterprises 1800 multi-vendor PBXs, 380,000 multi-vendor ports and 97,000 multi-vendor voice mailboxes Over 140,000 multi-vendor routers, switches, and servers Providing secure and continuous access Leveraging patented tools to provide intelligence for network management A strong platform to build a suite of managed communication services

21 21 © 2005 Avaya Inc. All rights reserved. Remote Network Operations Leverage new platform architecture to manage: –Traditional LAN/WAN and carrier network interfaces –Voice –IP Telephony –Contact Centers –Messaging –Patch management and software distribution Focus on delivering Avaya reliability to the communications applications domain Delivered through Services automation Custom Solutions Manage entire communications environment with single point of accountability Typically large enterprises Customized with specific SLAs and complex implementation Includes –Consulting services –Network evaluation –Migration planning –Business process integration –Multi-region, multi- vendor Hosted Operated Services New hosted solutions: - IP Telephony - Contact Centers - Messaging (Q2) - IVR/IR Offered to customers two ways: - Through SPs for customers wanting to expand their SP service - Direct from Avaya for customers who prefer to work directly with a vendor Fully leverages platforms, tools and skills of Avaya Global Services Managed Services Giving Customers a Choice of Managed Solutions

22 22 © 2005 Avaya Inc. All rights reserved. Remote Network Services for IPT: Basic Supplements a Customers Internal NOC 24 x 7 Real-time Fault Monitoring –Voice platforms & data network –Correlation of events utilizing Avayas Global Managed Service platform –First level triage of events detected –Validate events –Case management for Avaya product Issues Service Level –15 minute notification of major and minor events Basic Performance Reporting –Real-time performance events –Consolidated trended reporting in voice and data network (30 days) Web Portal for view of Tickets and Reports Voice and data monitoring, notification, and basic performance reporting

23 23 © 2005 Avaya Inc. All rights reserved. Remote Network Services for IPT: Enhanced Adds Voice Management, Supplements Existing Data Management 24 x 7 Fault Management of Voice and Data Infrastructure –Real-time monitoring and notification of events in data network –Real-time monitoring, Isolation, notification and resolution of events on voice platforms –Correlation of events utilizing Avayas Global Managed Service platform –Carrier agency support where appropriate –Case management for Avaya product issues Service Levels –15 minute notification of major and minor events –Hourly status updates Configuration Management (Voice Network Only) –Remote moves, adds and changes support –Voice engineering support –Backup of voice platform configurations Performance Management –Real-time performance events –Consolidated trended reporting in voice and data network –Analysis with recommendations Web Portal –View tickets and reports –Shared workspace Voice management, data monitoring and full performance management

24 24 © 2005 Avaya Inc. All rights reserved. Remote Network Services for IPT: Premium Full Voice and Data Management 24 x 7 Fault Management of Voice and Data Infrastructure –Real-time monitoring, Isolation, notification and resolution of events in voice platforms and data network –Correlation of events utilizing Avayas Global Managed Service platform –Carrier agency support where appropriate –Case management Avaya product Issues Data products through appropriate vendor Service Levels –15 minute notification of major and minor events –Hourly status updates Configuration Management (Voice and Data) –Remote moves, adds and changes support –Voice engineering support –Backup of voice platform & data device configurations Performance Management –Real-time performance events –Consolidated trended reporting for voice platforms and data network –Analysis with recommendations Web Portal –View tickets and reports –Shared workspace Voice and data management and full performance management


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