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Avaya vs. the “IP Only Vendors” Technology

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1 Avaya vs. the “IP Only Vendors” Technology
Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting

2 “We obtained this information from industry consultants, customers, published research, trade journals and internal research. To the best of our knowledge, this report is based on the most current information available. Although every effort has been made to assure freedom from errors, Avaya Inc. is not responsible for the accuracy of all the information contained in this document.”

3 Major Vendor Positions in Key Avaya Markets Worldwide Results (Through Calendar 3Q06)
Metric Period Position Share Position Share Position Share Position Share Position Share Telephony Enterprise Telephony [1] Revenues 3Q06 #1 21% #6 7% #4 9% #3 12% #2 18% Lines 8% #5 14% 11% IP Telephony [2] 27% 24% 15% #7 3% Converged Telephony [2] 16% 42% 2% 5% Applications Contact Centers [3] Agents 2005 39% 10% Voice Response [3] Ports 2004 N/A 17% Outbound Dialers [4] 30% Enterprise Messaging [5] 25% Unified Messaging [6] 26% Unified Communications [7] 2006 20% Audio Conferencing [4] 34% 28% NA Services WW CPE Maintenance [3] Revenues* #18 1% Sources: [1] Dell’Oro; [2] Synergy Research; [3] Gartner Group; [4] Frost & Sullivan; [5] In-Stat/MDR; [6] IDC; [7] Radicati Notes: * includes hardware and software product support; Siemens includes Siemens Communications and Siemens Business Services Leader

4 Acknowledged Leadership
Magic Quadrant for North America Enterprise Telephony, September 2003, Gartner M The Magic Quadrant is copyrighted 2003 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

5 Analyst Observation - Gartner
Magic Quadrant for North American Corporate Telephony, August 2004, Gartner Markets, M The Magic Quadrant is copyrighted 2003 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

6 Gartner Lists Avaya in Leaders Quadrant for North American Corporate Telephony, 2005
Magic Quadrant for North American Corporate Telephony, 2005 Jay Lassman, Rich Costello, Jeff Snyder August 12, G Full report is available at The Magic Quadrant is copyrighted 8/12/05 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. This Magic Quadrant graphic was published by Gartner, Inc. as part of a larger research note and should be evaluated in the context of the entire report. The Gartner report is available upon request from Avaya.

7 2005 Business Communications Review Edwin E
2005 Business Communications Review Edwin E. Mier: Which Large PBX Rules?

8 2005 BCR Test Highlights Avaya scored the highest ever in 6 years of BCR testing Avaya scored a full 3 points ahead of #2; previous tests were decided by ½ point Avaya scored #1 in 3 out of 5 categories, #2 in others Avaya 2nd in security by ½ point “Hidden” slides available to discuss the details Nortel did not show

9 BCR 2006 Report

10 Cisco CallManager

11 CallManager 5.0 – Option #1 Cisco’s newest version Major changes:
Linux appliance (No more Windows patches!) SIP and (very basic) presence capabilities Copied several Avaya features True appliance Dual partitions Ability to copy in new software while the system runs Ability to go back to a previous version even in smaller single drive servers No root access (even more limited than Avaya; no Linux access) Single image (OS and Application) upgrades Internal firewall Cisco Unity Call Transfer Rules* • Define rules to route incoming calls by caller. • Define rules to route incoming calls by time of day. • Define rules to route incoming calls by your calendar free or busy status (Microsoft Exchange only) Call transfer rules are not available with the European regional feature packages. Voice-Enabled Messaging (Optional)* • Use voice commands to call others in the Cisco Unity Connection directory or personal contact list (imported from Outlook). • Use voice commands to play and process messages (play, record, reply, forward, delete, save, etc.). Voice-enabled messaging is available for U.S. English only. The Advanced user option adds the following features: • Voice-enabled dialing for other Cisco Unity Connection users, corporate contacts, or personal contacts • Voice-enabled voic browsing • TTS access to Microsoft Exchange messages

12 CallManager 4.2 – Option #2 Features not supported in 5.0
Directed Call Park Log in/out of Hunt Groups Call Forward on Non Registered or No Bandwidth Cisco Unified CallManager Assistant on a phone [no PC app req.] Cisco Communication Media Module Department of Defense features (DSCP values depending on priority, and other misc enhancements) Cisco IOS® Software and Cisco Communication Media Module support for inbound Hookflash for Cisco Unified CallManager and Cisco Integrated Services Routers Device mobility improvements (intra-cluster) [like ip-network-map] Complex passwords and password aging using Lightweight Directory Access Protocol (LDAP) Call Pickup Notification (Audible/Visual) Voice quality statistics

13 What Doesn’t Change Cluster approach with multiple servers to maintain
Single point of failure with one writeable database (Publisher) Complexity of management, call flows and interactions No stateful failover between servers No hot patches Adjunct server applications and interfaces to manage E-911 and Crises Alert support (Emergency Responder) Extension to Cellular (Mobility Manager with Mobile Connect) Advanced SIP “Presence” – (Presence Server for CCM 5.0 only) Small Contact Center (Customer Response Suite) Large Contact Center (ICM, IP IVR, CVP)

14 CallManager - Choosing an Operating System
If you chooses 4.2 Comes with Windows headaches and cost Per server, 167 minutes per upgrade and $67,559 3 year TCO For Sky City 3 servers might be optimal design (2 at main location, 1 at Travel Center) Use of SRST at Travel Center for survivability might not be adequate for requirements No support for SIP endpoints or presence If you chooses 5.0(4) Enterprise running on an unproven platform and considered experimental by customers and partners Less features than Windows version Native SIP support but Still needs external server for non-basic presence Advance SIP features for newer Cisco phones only Interoperability issues with other applications No support for Personal Assistant and Conference Connection Requires specific version of IPCC Express

15 Avaya Communication Manager Solutions / Cisco CallManager Reliability, Availability, Survivability
Cisco CallManager Redundancy Based on “Cluster” Model CallManager “Publisher” is a single point of failure Impact: Can’t make system changes until Publisher is restored Phones re-register to backup servers if primary server fails Connection-preserving only upon server failure Active calls preserved, but no features available Can’t transfer, conference, place call on hold, etc Failover in minimum of 30 seconds Key point: Avaya can configure a similar redundancy model at lower cost

16 Avaya’s Redundancy Model – Based on Unique Memory Shadowing Approach
A Pair of Appliance Servers Single server failure is non-disruptive due to unique Memory Shadowing feature Full call state preservation; users not impacted in any way Mean Time to Failure (MTBF) S87XX-series Media Server Complex 9 years – High Reliability Configuration X

17 Avaya Communication Manager Solutions / Cisco CallManager Reliability, Availability, Survivability – Remote Sites Cisco SRST (Survivable Remote Site Telephony): Router-based Different, reduced feature set while in SRST mode Does not support various Cisco CallManager applications or services Phone operation is different When more than 1 CallManager is in a set’s failover list, 30 seconds per CallManager will be added to the failover time 7902, 7905, and 7911 sets take approximately 2.5 minutes to failover Avaya LSP (Local Spare Processor) Connection preservation; failover in approximately 1 minute In LSP mode, all features survive

18 Avaya Communication Manager Solutions / Cisco CallManager
FEATURES and APPLICATIONS: Differentiators Communication Manager is a Many-Layered Thing CurrentAnalysis says: “CallManager remains a work in progress.” “Cisco has only recently started to add features common to all traditional PBX platforms.”

19 Avaya Communication Manager Solutions / Cisco CallManager Appliance Differentiators
Features and Applications - Synopsis Avaya Communication Manager Software supports over 700 system, user, and administrative features Cisco CallManager 4.2 data sheet lists less than 200 Most “vintage” Avaya Definity systems actually have significantly more features than Cisco’s current CallManager versions

20 CallManager Features Administration

21 Crisis Alert Crisis Alert is a standard Avaya feature
Not available on CallManager To add Crisis Alert capabilities requires adding Emergency Responder Windows based application Separate administration Two servers required for critical redundancy $$$ Added Cost $$$ Only Avaya allows listen only monitoring of calls that activate Crises Alerting

22 Emergency Responder – Added Cost
MCS 7815 Server Quantity 2 List Price $4,000 Total $8,000 Emergency Responder Software $5,995 $11,990 100 Additional Licenses 3 $1,000 $3,000 SAS Maintenance $1,199 $2,398 TOTAL: $25,388

23 Avaya Communication Manager Solutions / Cisco CallManager Security / Privacy / Safety Differentiators Avaya has built in E-911 support in Communication Manager which works equally well with any IP infrastructure Cisco requires a separate Emergency Responder server which would has to be duplicated for redundancy $$$ Additional Cost $$$ Each site with CallManagers would require redundant pairs of E-911 servers to safeguard against losing E911 support in the event of a WAN outage Small locations relying on SRST survivability software in routers lose E-911 capability in the event of a WAN-link failure The ER Windows based servers are administered separately from CallManager

24 Avaya Communication Manager Solutions / Cisco CallManager
When CallManager 4.0 was announced, Cisco touted the Malicious Call Trace feature No support over QSIG No support over MGCP gateways No support over Analog gateways Security Bottom Line: Malicious Call Trace only works when the malicious caller is calling from the same cluster.

25 Avaya Communication Manager Solutions / Cisco CallManager Telephony Feature Differentiators
Only Avaya has easy to administer and display Abbreviated Dialing System Lists Group Lists Personal Lists Only Avaya allows Group Paging to utilize the speakers of the telephones as a paging system Only Avaya has easy to administer Busy Lamp buttons

26 Avaya Communication Manager Solutions / Cisco CallManager Telephony Feature Differentiators
Avaya’s support of bridging and sophisticated Call Coverage paths versus simple call forwarding from Cisco provides significant power in customizing call handling operations Only Avaya offers Whisper Page to allow a secretary to convey a message to the principle without the person he/she is talking with to hear the message Only Avaya has sophisticated Night Service, SAC, Manual Signaling, Service Observing, Call Vectoring, integrated Extension to Cellular, and many more

27 Avaya Communication Manager Solutions / Cisco CallManager Security / Privacy / Safety Differentiators Only Avaya supports Security Violation Notification to notify administrator of repeated failed attempts to enter authorization/account codes Only Avaya supports the use of a security code (password) to access Meet-Me-Conferences Only Avaya supports traditional digital phones to provide: Added resiliency, security, and availability Protection of current investment (phones and CAT3 cabling) Only Avaya supports “universal” Media Encryption

28 Avaya Communication Manager Solutions / Cisco CallManager Security - Encryption
796x 794x 797x 7912G 7905G 7910 Security ATA-188 ATA-186 7936G 7935 LIMITED ENDPOINT SUPPORT 7920G IP Softphone 7911G Do not support Cisco encryption Support Cisco Encryption

29 Avaya Communication Manager Solutions / Cisco CallManager Security - Encryption
CISCO ENCRYPTION IS VERY LIMITED No Conference call support No transcoders No media termination points (e.g. MOH) No SIP or H.323 gateways Security

30 Sometimes Call Monitoring IS Required……
Law Enforcement agency may require the ability to monitor encrypted conversations Only Avaya provides easy to use, secure Service Observing even with Media Encryption turned on Works seamlessly on encrypted conversations; available Cisco solutions do not Phone type agnostic

31 2005 Business Communications Review Edwin E
2005 Business Communications Review Edwin E. Mier: Which Large PBX Rules?

32 BCR’s Security Analysis

33 Key Points on BCR Security Analysis
At the time Avaya Communications Manager, per BCR “does not, strictly speaking, encrypt H.323 call control”, resulting in loss of 1 point Encrypted H.323 call control was added in CM 3.1 Cisco lost 1 point for lack of universal media encryption, still not available Avaya lost ½ point for “other” such as documentation, services offered, affiliation with 3rd party vendors, documented enhancements, etc Overall security for CallManager is heavily dependent on L2/L3 infrastructure components and firewalls, some of which are optional, added cost components Six Cisco engineers spent several hours deploying security on site in preparation for the BCR testing

34 IP-Only Competitor’s Security Issues
IPT security approach is heavily dependent on security defenses integral to its Layer 2 and 3 devices and firewall platforms Conclusion: properly deployed these defenses can be leveraged with any IPT platform, including Avaya’s Relies on integral ‘host-based’ intrusion-prevention-system (HIPS) software modules to protect CallManager servers from high-level assaults No ability to physically isolate call processing servers from “public IP network” Media Encryption Not supported on all IP phone models Only supported on certain gateways No encryption for conference calls and between clusters Voice quality drops significantly with encryption enabled (MOS 3.2 vs Avaya 4.3) 15 to 20% reduction in system performance Traditional security risks, i.e. toll fraud protection factored lightly by Mier

35 In Summary, BCR 2006 Report Says it All

36 Questions for Cisco Is Emergency Responder included?
Will larger remote sites have a CallManager server or simply an SRST router? How will Power Failure Transfer be implemented? How efficiently will Cisco address fax and modem requirements over IP in comparison to true analog support? IPCC Express Standard is bundled with CallManager. How many licenses are included and what happens if there is a need to add more? Does adding integrated Extension to Cellular require added cost servers or simply licensing? What is the added cost of using CallManager servers equivalent to Avaya’s S8720 servers (HP DL-385)?

37 Business Continuity Concerns
PBX and ACD reliability IS an Business Continuity issue! Value of a lost call? To your company’s clients To your company Is ACD reliability a competitive advantage? What is the cost of downtime? Per minute Per hour Per day Elimination of downtime IS an imperative! Murphy says: “If something can go wrong it will…..,,”

38 Enterprise Survivable Server
Excellent, simple Disaster Recovery Strategy Up to 63 sites can be equipped with ESS; EVERY site can provide full survivability, including ACD Invoked in following scenarios: Complete loss of Primary S87XX pair WAN outage at an ESS site

39 Complete Loss of Primary S87XX Pair
City A A Pair of Appliance Servers TWO servers in City A have to fail for ESS to become active Single server failure is non-disruptive due to unique Memory Shadowing feature Mean Time to Failure (MTBF) S87XX-series Media Server Complex 9 years – High Reliability Configuration 90+ years – Critical Reliability Configuration X X

40 Reliability by Design: Avaya ACM Server Platform Elements
Component Mean Time To Failure Media Processor board years Protocol Preprocessor Board (C-LAN) years Digital Line/Trunk boards years S87XX Server Complex: "duplex" / "high & critical” / 90+ years Avaya MultiVantage Power Supplies years IP Server Interface board (IPSI) years *(Industry) LAN weeks *Taken from "Microsoft High Availability Operations Guide"

41 Network # 2 Network # 1 Data Center A Data Center B Primary Server
Automatic Translations Primary Server Backup Server Avaya S87XX Media Server Avaya S87XX Media Server Enterprise Survivable Server Enterprise Survivable Server 1st Level Stateful Failover 4th Level Backup Servers (ESS) Voice VLAN Voice VLAN 2 Voice VLAN Voice VLAN 2nd Level Multiple Interfaces IPSI IPSI IPSI IPSI IPSI IPSI IPSI IPSI 5th Level Redundant Announcement & Queue Music 3nd Level Multiple Signal & Bearer Channels IP MR 320 IP MR 320 CLAN IP MR 320 IP MR 320 CLAN IP MR 320 CLAN IP MR 320 IP MR 320 CLAN IP MR 320 Voice VLAN 1 Voice VLAN Voice VLAN 1 Voice VLAN 2 6th Level Pro-Active IP WAN Traffic Monitor/Redirect (ANS) Network # 2 Network # 1 Avaya Survivable Server Media Gateway Avaya IP Phones Contact Center Avaya Media Gateway 7th Level Local Survivable Processors (ESS/LSP) Avaya IP Phones and IP Agent Softphone Avaya IP Phones Avaya IP Phones Contact Center Branch Offices Contact Center

42 WAN Outage at an ESS site
ESS becomes active Local gateways register to ESS pair City A City B ACTIVE ACTIVE Primary Pair ESS Pair Manual Restore to Normal is by design Eliminates negative impact of “flapping” data circuits Administrator restores normal operation only when WAN circuit is stabilized X WAN

43 Cisco IPCC Enterprise……… A Typical 3 Site Deployment
CVP PG ICM Side A Active Router ICM Side B Router CVP Logger A Logger B WAN City C City A PG1B/CTI PG1A/CTI City B CallManager Cluster 1 CallManager Cluster 1 or X CallManager Cluster 1 or X

44 Impact – Single Server Failure
ICM Side A Active Router X CVP PG ICM Side B Router CVP WAN City C City A PG1B/CTI PG1A/CTI Agents cannot: Transfer existing ACD Calls Place callers on Hold Request Supervisor Assist Re-login required?? City B X CallManager Cluster 1 CallManager Cluster 1 CallManager Cluster 1

45 Cisco Voice Portal Components

46 CVP – Server Impact Failure
Multiple Server Components VoiceXML Server – Runtime Engine for VoiceXML scripts Capacity 500 calls/server What is impact of loss of Runtime Engine? CVP Call Control (Combo Box) – ICM Interface and H.323 Call Control 400 call leg capacity per server What is impact of loss to ACD queuing function? Is true, non-service impacting duplication available for these servers? CVP PG X CVP

47 Cisco Voice Portal Availability Design Options
Availability of Unified CVP can be increased by the following methods: Adding redundant Unified CVP systems under control of the Unified ICM Peripheral gateways, thus allowing the calls to be balanced automatically across multiple Unified CVP Call Control Servers Adding TCL scripts to the Unified CVP gateway to handle conditions where the gateway cannot contact the Unified CVP Call Control Server to direct the call correctly Adding gatekeeper redundancy with HSRP Adding Cisco Content Server to load-balance .wav file requests across multiple Unified CVP Media Servers and VoiceXML URL access across multiple servers.

48 Impact – Duplicated Server Failure – Agent PG/CTI
CVP PG ICM Side A Active Router ICM Side C Router CVP WAN City C City A X X PG1B/CTI PG1A/CTI City B X X X CallManager Cluster 1 CallManager Cluster 1 CallManager Cluster 1

49 Impact – Duplicated Server Failure – CVP PG
X ICM Side A Active Router ICM Side B Router X X CVP WAN City C City A Can ACD continue to: Provide Self Service? Route new calls to CVP to agents? Route existing calls in queue to agents? If so, what additional components are needed? PG1B/CTI PG1A/CTI City B X X X CallManager Cluster 1 CallManager Cluster 1 CallManager Cluster 1

50 Impact – Duplicated Server Failure – ICM Routers
ICM Side A Active Router X CVP PG ICM Side B Router X X CVP WAN City C City A Can ACD continue to: Provide intelligent Self Service? Intelligently Route calls destined from CVP to agents? Intelligently route existing calls in queue? Is ACD routing completely down? PG1B/CTI PG1A/CTI City B X X X CallManager Cluster 1 CallManager Cluster 1 CallManager Cluster 1

51 Impact – WAN Outage City B
CVP PG ICM Side A Active Router ICM Side B Router CVP WAN X City C City A PG1B/CTI PG1A/CTI City B X CallManager Cluster 1 CallManager Cluster 1 CallManager Cluster 1

52 Impact – WAN Outage City C
? CVP PG ICM Side A Active Router ICM Side B Router CVP WAN X City C City A Questions: Will B Side Router serve the site in standalone mode? If so, will it do so automatically or is manual intervention required? If manual, what are procedures and time to activate? PG1B/CTI PG1A/CTI City B ? CallManager Cluster 1 CallManager Cluster 1 CallManager Cluster 1

53 Reliability and Scalability the AVAYA Way
One active Call Processing Server 100% Memory Shadowed Media Server Redundancy Full Call State Preservation Up to 36,000 Endpoints (IP, Digital, Analog) 370,000 BHCC Integral ACD Up to 5,200 Agents Up to 8,000 Trunks 12,500 Dynamic Queue Slots 3,000 Announcements Actual Mileage Will Vary Capacities to increase substantially in next major release Single Point of Administration 2 Servers for High Availability Reporting X Servers for CTI, Multi-channel Up to 64 survivable sites with ESS A Pair of Appliance Servers

54 Typical IPCC Enterprise Configuration – 2000 Agents
Tier 1 Tier 2 Tier 3 CallManager Publisher Server CallManager Subscribe Server CallManager Subscriber Server CallManager Subscriber Server CallManager Cluster ICM Agent Peripheral Gateways PG ICM Router/Logger Side A ICM Router/Logger Side B ICM Central Controller ICM Dist Admin Workstation/ Hist DBServers Cisco Emergency Responder E911 Servers JTAPI CT I Locations Voice Gateways GED -125 CTI VRU PG & VR/Q Mgmt Servers (Configuration Dependent) JTAPI CTI

55 IPCC, a Multi-tier Building Block Architectural Model
Multiple Call Processing Servers No Memory Shadowing; No Call State Preservation 250,000 BHCA External “soft” ACD Approximately 2000 Agents/CCM Cluster Approx 600 Queue Slots CTI Engine; Multi-channel requires additional servers Additional scalability requires adding CallManager Clusters and ICM PGs Multiple Layers of Administration (some relief with V7.0) Operation and Reliability Dependent on Integrity of Multiple CTI Links/Processes Survivability beyond Two Sites Requires Multiple Nodal IPCCs and a “Parent” ICM (4th Tier V7.0 Enhancement) 2000 Agents An Array of More than 20 Servers, Mostly Windows Platforms

56 IPCCX Parent/Child: Nodal ACDs with ICM Virtualization
Parent ICM Central Controller IPCC Gateways Child ICM Central Controllers IPCC Express IPCC Express IPCC Enterprise IPCC Express IPCC Enterprise IPCC Enterprise

57 Avaya Communication Manager Solutions / Cisco CallManager CallManager and Linux - TCO
“Linux is 40% less expensive than a comparable x86-based Windows solution …” 46 Data based on a 3-year period of ownership for a system supporting 100,000,000 operations per second on the SPECjbb benchmark …

58 Typical IPCC Enterprise Configuration – 2000 Agents
Tier 1 Tier 2 Tier 3 CallManager Publisher Server CallManager Subscribe Server CallManager Subscriber Server CallManager Subscriber Server CallManager Cluster ICM Agent Peripheral Gateways PG ICM Router/Logger Side A ICM Router/Logger Side B ICM Central Controller ICM Dist Admin Workstation/ Hist DBServers Cisco Emergency Responder E911 Servers JTAPI CT I Locations Voice Gateways GED -125 CTI VRU PG & VR/Q Mgmt Servers (Configuration Dependent) JTAPI CTI

59 Avaya Communication Manager Solutions / Cisco CallManager CallManager and Linux - TCO
The Cisco solution has over 5 times as many servers as that of Avaya 47 Comparisons are based on data provided by Cisco in their IP Contact Center Solution Reference Network Design Guide

60 Avaya Communication Manager Solutions / Cisco CallManager CallManager and Linux - TCO
Cisco TCO is over 5.86 times more expensive than Avaya TCO per year 46,47 Comparisons are based on data provided by Cisco in their IP Contact Center Solution Reference Network Design Guide and TCO data derived from report issued by Robert Frances Group

61 Skill Levels – A Fundamental IPCC Deficiency
Avaya’s Expert Agent Selection provides for ACD routing based on agent competency Skill Levels are the cornerstone of Avaya’s best-in-class patented EAS ACD routing capabilities Skill Groups can be administered to support up to 20 agent skill levels Used extensively by customers to match up “expert” agents with premium callers While Cisco ICM makes use of “sub-skill” groups to accommodate skill levels in conjunction with other vendor’s ACDs, Cisco strongly discourages customers from using sub-skill groups with IPCC Result: ACD routing based on agent competency is problematic with IPCC

62 Cisco on Skill Levels

63 To Summarize IPCC’s capabilities are not new technology; Geotel ICR in the 1990’s had “soft” ACD routing and IVR queuing capabilities in conjunction with a “dumb switch” Difference: Cisco now sells the dumb switch and IVRs The Geotel platform had limited success as an ACD According to independent competitive intelligence, as of 2005 study only 400 or so IPCC Enterprise deployments exist worldwide; the platform was released mid-year 2001 The average deployment is less than 300 agent seats Conclusion: Large Enterprise ACD customers with mission-critical requirements are not exercising the Cisco IPCC vision Reasons: Complexity, resulting inherent unreliability, and the hidden TCO due to server proliferation Avaya is maintaining its #1 position in the ACD marketplace. 70% Market share 400 seats and above

64 Brief Reporting Comparison
Cisco IPCC provides approximately 150 standard reports CMS provides over 200 CMS provides: interval reports, daily reports, weekly, and monthly reports as a standard feature. IPCC reporting does not Benefit: weekly and monthly information provides a broader view of your operation in order to spot trends and make operational improvements.

65 Thank You!


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