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Copyright© 2002 Avaya Inc. All rights reserved Application Services for IVR When you expect your IVR to meet the customer’s expectations every time!

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Presentation on theme: "Copyright© 2002 Avaya Inc. All rights reserved Application Services for IVR When you expect your IVR to meet the customer’s expectations every time!"— Presentation transcript:

1 Copyright© 2002 Avaya Inc. All rights reserved Application Services for IVR When you expect your IVR to meet the customer’s expectations every time!

2 2 Application Services for IVR Application Services for IVR Round-the-Clock system checks and proactive monitoringRound-the-Clock system checks and proactive monitoring Single Point-of-Contact for continuous management and administrative support of the Avaya IVRSingle Point-of-Contact for continuous management and administrative support of the Avaya IVR Application and Administrative technical consultingApplication and Administrative technical consulting Application development, modifications and Avaya IVR Designer Conversion supportApplication development, modifications and Avaya IVR Designer Conversion support Performance Testing and Application Heartbeat MonitoringPerformance Testing and Application Heartbeat Monitoring

3 3 The IVR Team remotely monitors systems to identify problems or Potential Problems. Monitoring Software automatically sends notification to the Team for immediate action. Monitoring Software is customized to meet needs of each specific installation. IVR Team resolves as much as 95% of detected problems without dispatches or escalations. Proactive IVR Monitoring

4 4 Customized Enhanced Monitoring Activities  Available d isk space in file systems.  Available d isk space in file systems.  Available space in local ORACLE Database.  Available space in local ORACLE Database.  Critical events in the IVR Event Log.  Critical events in the IVR Event Log. Actions of IVR team response determined by severity of condition and customer preferences. Actions of IVR team response determined by severity of condition and customer preferences.

5 5 Customized Enhanced Monitoring Activities (Continued)  Voice Channels in undesirable state  Cards in Broken state  CPU idle time  Unscheduled Reboots Immediate actions taken to restore service and to Immediate actions taken to restore service and to engage other Avaya resources as needed engage other Avaya resources as needed

6 6 Customized Enhanced Monitoring Activities (Continued)  Death of specific processes or dips  Death of specific processes or dips  Check of other Avaya IVRs accessible through customer’s LAN customer’s LAN  Check LAN-connected devices for basic accessibility  Check LAN-connected devices for basic accessibility  Custom ‘Monitoring Spies’ Developed as needed

7 7 Customer Requirements: Customer Requirements: Concurrent Maintenance Agreement Concurrent Maintenance Agreement Remote Connectivity to the IVR Remote Connectivity to the IVR Root level Permissions Root level Permissions Physical Access for On-Site Maintenance Physical Access for On-Site Maintenance

8 8 Highly skilled software engineers on staff to develop or provide modifications for your IVR custom application needs.Highly skilled software engineers on staff to develop or provide modifications for your IVR custom application needs. Providing the latest technology including VXML and NLSR application development.Providing the latest technology including VXML and NLSR application development. Application upgrades and conversion from Script Builder to Avaya IVR designer.Application upgrades and conversion from Script Builder to Avaya IVR designer. Application Development & Modifications Scope

9 9 Performance Testing Load testing provides an end-to-end demonstration of performance of your solution in your environment, including the front-end telephony and the back-end legacy systems, to prove it is ready for production. Go live with Confidence!

10 10 Performance definition Performance means the solution is operating as specified when all ports are fully loaded with telephone calls and/or web browsers

11 11 Offer Elements Performance testing (load testing/capacity testing) of voice solutionsPerformance testing (load testing/capacity testing) of voice solutions HeartBeat availability monitoring of voice solutionsHeartBeat availability monitoring of voice solutions WebStress performance testing (load testing/capacity testing) of Internet solutionsWebStress performance testing (load testing/capacity testing) of Internet solutions WebBeat availability monitoring of Internet solutionsWebBeat availability monitoring of Internet solutions Performance management that includes:

12 12 Tools & Collateral Monitor Control Web Site Monitor Control Web Site On Line Recording and Charting Application (ORCA) On Line Recording and Charting Application (ORCA) Performance Test Reports Performance Test Reports HeartBeat Reports HeartBeat Reports

13 13 Performance Testing Helps get the project successfully implemented faster and cleaner Reduces the risks in project implementation (Reduces the fear, uncertainty and doubt) Provides transparency to the project implementation so everyone can see where any encountered issues lie - whether it be the telephony, solution install/upgrade, or the legacy system

14 14 Avaya has chosen to use IQ Services as a third party testing service provider because of their existing infrastructure and expertise in delivering comprehensive performance testing to large enterprise customers. Performance Testing

15 15 80% of the troubleshooting time used to be spent identifying the problem, And 20% of the troubleshooting time was spent fixing the problem. Performance testing allows you to identify the problem in 20% of the time previously required. Result: Faster implementation, faster to warranty and faster revenue recognition. Performance Testing Changes the 80/20 Rule

16 16 I think you saidYesIs that correct? Typical ROI for IVR Testing Experience has shown that performance testing shortens implementation time by days on a typical 90 days-to- production cycle time Assume daily cost savings/lost revenue generation of $5 per call One call per line every 10 minutes 48 ports 14 hours per day $20,160 per day cost savings/ lost revenue The 30 – 60 days of shorter implementation time means the lost cost savings/lost revenue is $604,800 - $1,209,600 Time is money!

17 17 Contacting the Application Services Team Application Services Team DirectApplication Services Team Direct Operations ManagerOperations Manager Jean Baker-Temple Jean Baker-Temple Contact the Team for a brochure or other customer facing collateral


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