Presentation is loading. Please wait.

Presentation is loading. Please wait.

1 © 2008 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA Consultant Briefing on Service Delivery Specialization March 2009.

Published byMerry Boone Modified over 8 years ago

Similar presentations

Presentation on theme: "1 © 2008 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA Consultant Briefing on Service Delivery Specialization March 2009."— Presentation transcript:

1 1 © 2008 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA Consultant Briefing on Service Delivery Specialization March 2009

2 2 © 2008 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA Agenda  Services Channel Strategy  Customer & Channel Needs  Program Overview  Customer & Channel Benefits  Program Details  Key Changes  Go To Market  Summary

3 3 © 2008 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA Avaya Goals for Channel Drive 85% revenue through channel partners in 3 years worldwide Healthy, skilled channel partners Co-delivery partners with vertical or horizontal market expertise Mutual profitability with our partners Competitive branding through partners

4 4 © 2008 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA AGS Collaborative Services Strategy Remote Services Onsite Services Pro Services Managed Services Partner Services Customer-Focused Services Solution Offers Incentives Tools Programs Differentiated Partner Business Models and Capabilities Channel-Centric Programmatics Strategic Focus Quickest time to market Minimal partner risk & investment Avaya full delivery Maximized Partner Margins Significant partner investment Avaya co-delivery BUY Remote Services Onsite Services Pro Services Managed Services Partner Services BUILD/BUY Partner Services Remote Services Pro Services Partner Services BUILD Partner Services Partner Services

5 5 © 2008 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA Customer Needs: Choices for service delivery Range of services across lifecycle Meaningful credentials Easy identification for service required Single point of contact for integration Customer & Channel Needs Partner Needs: Differentiation thru services Marketable service credentials Rewards for service investments Clear path to service competency Range of certifications to match lifecycle Flexibility to support different business models

6 6 © 2008 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA What Is Service Delivery Specialization?  Quality processes & Best Practices  Marketable logo for easy identification  New benefits to encourage service development  Increased Partner margins  Competitive Differentiation  Addresses full customer lifecycle  Backed by Avaya expertise  Flexibility for various business models New component within existing Avaya Channel Program, providing:  Rigorous criteria tied to service competency  Consistent measurements

7 7 © 2008 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA SDS Benefits  Partners – Differentiates competencies & investments – Promotes partner with approved logo – Rewards development of services competencies – Enables evolution to meet market & customer needs/demands  End Users – Identifies partners with advanced service competencies – Allows customers to match their service needs throughout service lifecycle – Provides meaningful indicator of performance

8 8 © 2008 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA SDS Program Summary Implementation Professional or Specialist Support SpecialistIntegration Expert Scope ImplementationMaintenanceSolutions Qualifications Depth & Breadth of Competency Service Operations Center Demonstrated Competency Benefits Financial Tools Enhanced Support Marketing

9 9 © 2008 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA Qualifications For Each SDS Designation Implementation Specialist or Professional Support SpecialistIntegration Expert ImplementationMaintenanceSolutions Minimum ACS Minimum 2ACS IPT & 2ACS MM to 8 each based on product rev. Platform Minimum 4ACS IPT, 4ACS UCC & 4ACS CC or 4ACS Specialty & 2ACS IPT to 6 ACS each Robust Staffing Minimums268 Customer References557 Solutions Competencies2 PMIDefined by ProductDefined by Pillar Support FacilitiesStaging CenterSupport Lab Supplemental On-Site Assessment Minimum Customer Satisfaction85% Designated SPOC

10 10 © 2008 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA Enhanced Benefits For Each SDS Designation Implementation Specialist or Professional Support SpecialistIntegration Expert ImplementationMaintenanceSolutions Designation Logo Market Development Fund Strategic AV Single Point of Contact (SPOC) Services Partner Council Joint Marketing Planning Access to AV Global Support Desk (GSD) ProVision InSite, Health Check ExpertNet Lite Reduced fee Services Briefing Center Priority Access

11 11 © 2008 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA Avaya Range of Partner Programs Service Delivery Specialties Entry-Level ProgramsAdvanced-Level Programs Implementation Services Partner Implementation Support Program (PISP), Partner Implement Enablement (PIE) SDS – Implementation Specialist SDS – Implementation Professional (for Services Only Partners) Maintenance & Support Services Joint Service Delivery (JSD), Partner Support Service (PSS) SDS – Support Specialist Professional Services NoneSDS – Integration Expert Addresses Full Service Lifecycle Needs

12 12 © 2008 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA Key Differences From Past Programs Proven Customer Satisfaction Logo Rigorous Requirements Depth & Breadth Demonstrated capability and quality performance Greater vertical & horizontal depth of services, including multi- vendor Integration Easy identification of capabilities Proven service satisfaction based on references

13 13 © 2008 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA Program Requirements Increase Differentiation PA PISP, PIE Programs JSD, PSS Offers Service Delivery Specialization Entry LevelAdvanced Minimum ACS112 to 8 based on product rev. Robust Staffing Minimums2 to 8 Customer References3 to 7 Solutions Competencies Defined by Designation &/or Pillar Support Facilities Staging Ctr / Support Lab Baseline Assessment Supplemental On-Site Assessment Minimum Customer Satisfaction 85%

14 14 © 2008 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA Roadmap  Announced in February 2009  Available in NA; other regions to follow through 2009  Professional services added Q4 2009  Ongoing Recruitment of Additional “Services Only” Partners

15 15 © 2008 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA Service Delivery Specialization Summary Partner Benefits Customer Benefits  Enhanced choices for range of services  Easy identification of capable providers  Reasonable performance indicator  Assurance of manufacturer’s support  Competitive differentiation  Marketable logo  Clear path to competency  Financial reward for service investment  Better profitability

Download ppt "1 © 2008 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA Consultant Briefing on Service Delivery Specialization March 2009."

Similar presentations

Navigating in a Multi-Channel Environment A Check-list Prepared by Channel Management Professionals © 2008 Channel Management Professionals.

Navigating in a Multi-Channel Environment A Check-list Prepared by Channel Management Professionals © 2008 Channel Management Professionals.
December 2010 Partner Support Service Overview. © 2010 Cisco Systems, Inc. All rights reserved. 2 Agenda Collaborative Services, Customer Response Collaborative.

December 2010 Partner Support Service Overview. © 2010 Cisco Systems, Inc. All rights reserved. 2 Agenda Collaborative Services, Customer Response Collaborative.
Reed Exhibitions Driving Revenue Growth and Creating Operating Efficiencies for Association and Society Events.

Reed Exhibitions Driving Revenue Growth and Creating Operating Efficiencies for Association and Society Events.
Cisco Confidential © 2012 Cisco and/or its affiliates. All rights reserved. 1 Cisco Partner Plus: Premium Enablement Accelerate Your Competitive Edge.

Cisco Confidential © 2012 Cisco and/or its affiliates. All rights reserved. 1 Cisco Partner Plus: Premium Enablement Accelerate Your Competitive Edge.
Page 0 APL Logistics Corporate Seminar 2006. Page 1 APL Logistics’ Core EBIT Margin Trend Highest margins in 4 years Margins to 4.6% in 2005 ROCE at 11%

Page 0 APL Logistics Corporate Seminar Page 1 APL Logistics’ Core EBIT Margin Trend Highest margins in 4 years Margins to 4.6% in 2005 ROCE at 11%
© 2011 Avaya Inc. All rights reserved.1 Avaya Professional Services Eddie Jenkins VP Global Offers, Marketing & Channels.

© 2011 Avaya Inc. All rights reserved.1 Avaya Professional Services Eddie Jenkins VP Global Offers, Marketing & Channels.
Envision – Architect – Prove Scott Mauvais Technical Director Microsoft Technology Center.

Envision – Architect – Prove Scott Mauvais Technical Director Microsoft Technology Center.
© 2005 Avaya Inc. All rights reserved. Avaya Global Services “We’ve Got You Covered” Avaya Global Services “We’ve Got You Covered” Denzil Samuels Vice.

© 2005 Avaya Inc. All rights reserved. Avaya Global Services “We’ve Got You Covered” Avaya Global Services “We’ve Got You Covered” Denzil Samuels Vice.
Grow Your Business through Contact Centre Outsourcing Fanny Vaz Director, Personal Market Unit, CTM.

Grow Your Business through Contact Centre Outsourcing Fanny Vaz Director, Personal Market Unit, CTM.
ISEB Qualifications an evolving framework for the future.

ISEB Qualifications an evolving framework for the future.
Ganguly & Associates July, 2003. Ganguly & Associates We add value to your business, practically 2 Ganguly & Associates Agenda  About Us  Service Offerings.

Ganguly & Associates July, Ganguly & Associates We add value to your business, practically 2 Ganguly & Associates Agenda  About Us  Service Offerings.
1 © 2003 Cisco Systems, Inc. All rights reserved. Session Number Presentation_ID Cisco Commercial Channel Advisory Board 10 th June Australia HB Lim Janice.

1 © 2003 Cisco Systems, Inc. All rights reserved. Session Number Presentation_ID Cisco Commercial Channel Advisory Board 10 th June Australia HB Lim Janice.
Certified Partner Gold Certified Partner Enroll without qualifying partner points Sign terms & conditions Earn 50 Qualifying partner points Get 2 Microsoft.

Certified Partner Gold Certified Partner Enroll without qualifying partner points Sign terms & conditions Earn 50 Qualifying partner points Get 2 Microsoft.
CRM Deployment. GROWTH Growth in CRM markets Deploymen t Types.

CRM Deployment. GROWTH Growth in CRM markets Deploymen t Types.
© 2013 Autodesk Autodesk Certified User Program Philip Koneman, Ph.D. Global Program Manager, Certification Certiport Partner Summit.

© 2013 Autodesk Autodesk Certified User Program Philip Koneman, Ph.D. Global Program Manager, Certification Certiport Partner Summit.
© 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA Software Support and Hardware Maintenance.

© 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA Software Support and Hardware Maintenance.
Microsoft Premier Support for Partners Capitalize on cloud potential Receive and deliver end-to-end cloud support Ease customers’ transition to the cloud.

Microsoft Premier Support for Partners Capitalize on cloud potential Receive and deliver end-to-end cloud support Ease customers’ transition to the cloud.
© Copyright 2014. High Performance Concepts, Inc. 12 Criteria for Software Vendor Selection July 14, 2014 prepared by: Brian Savoie Vice President HIGH.

© Copyright High Performance Concepts, Inc. 12 Criteria for Software Vendor Selection July 14, 2014 prepared by: Brian Savoie Vice President HIGH.
Basel Accord IITRANSITIONSERVICES Business Integration Support FCM Management Limited Paris New York Toronto.

Basel Accord IITRANSITIONSERVICES Business Integration Support FCM Management Limited Paris New York Toronto.
1 Analysys Mason undertook an international programme of customer satisfaction research for a telecoms billing system vendor  A billing systems vendor.

1 Analysys Mason undertook an international programme of customer satisfaction research for a telecoms billing system vendor  A billing systems vendor.

Similar presentations

Ads by Google