Contact Centers
Unified Communication
Services
IP Telephony
A v a y a G l o b a l S e r v i c e s
Contact Center Technology Outsourcing
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a higher plane of communication
T h e o u t s o u r c i n g o p p o r t u n i t y
The traditional contact center—the backbone of your customer sales and service strategy—is being transformed by a wave of new technologies that make it possible to personalize service, virtualize operations and handle the growing spectrum of customer interactions—phone, e-mail, Web chat, self-service and more.
But at a time of financial belt-tightening—when the operating costs and capital expenses needed to maintain a state-of-the-art sales/service center keep escalating—many companies are looking for strategic alternatives, including outsourcing their contact center and back-office technology platforms.
If you are thinking about contact center technology outsourcing—think Avaya. As the global leader in contact center solutions, Avaya has both the expertise and global resources you won’t find anywhere else. A Contact Center Technology Outsourcing Solution will help lower the costs of implementing the new customer service technologies—while reducing or eliminating the ongoing capital investment . . . the integration and project risk . . . and the continuous demand on your constrained resources.
W h y o u t s o u r c i n g m a k e s s e n s e
Contact center outsourcing is gaining wide popularity—changing technologies, management concerns and resource/cost considerations are driving the discussion:
• The standardization of contact center and back office business processes makes outsourcing a more viable option than ever before.
• Many companies are facing their first serious ramp-up in contact center investment since the late 1990s—outsourcing provides a real alternative to financing a major capital investment.
• Outsourcing ensures that your firm’s software and systems are optimized to run at peak efficiency. For example, a Managed Services contract includes daily optimization by Avaya professionals who provide this service for thousands of contact centers around the world.
• Outsourcing your contact center technology platforms can drive the cost savings, headcount reduction and operational leverage that enables firms to bypass the offshore option.
T h e A v a y a a d v a n t a g e
Because your contact center is so critical to your overall business performance, you can’t just rely on any provider—you need one that knows the technology and has the resources to keep you on the leading edge. From a leadership position, Avaya ranks number one in call centers in North America1, Latin America1,
Asia Pacific1 and Western Europe2 and is a leader
in providing the service and support that enables businesses to take full advantage of their customer service investment.
1 Frost & Sullivan 2 Gartner Inc.
Avaya has implemented hundreds of large-scale contact centers in virtually every region of the world. With over 7,000 Avaya Global Services associates in over 90 countries, Avaya has the global resources available to support the globalization of your contact center operation, including emerging markets. The Avaya Call Center Business Consulting and System Integration team interacts with more than 1,000 call centers every day. We translate these interactions into best-in-class management and support capabilities for maximizing call center performance. An Avaya outsourcing solution will enable you to address all of your critical technology infrastructure and management functions with the advantage our ISO 9000/1 processes.
Y o u r s i n g l e s o u r c e f o r
o u t s o u r c i n g s u p p o r t
An Avaya outsourcing solution gives you a single point of contact for the implementation and management of your entire customer service and back office operation. If you are concerned over the inevitable risks that come when you integrate
A v a y a O u t s o u r c i n g D e l i v e r s
new technology into an existing operation, rely on Avaya to make it happen without sacrificing service continuity, security or manageability. Under a Managed Services Contract for Contact Center Technology Outsourcing, Avaya manages all your critical contact center components and delivers comprehensive management, maintenance, program management and professional services.
• A Program Management Office—for planning and coordinating the implementation of your contact center
• 24/7 maintenance services • 24/7 remote monitoring
• Technical consulting and system support for contact center applications
• Comprehensive support for moves, adds and changes (based on the scope of the contract) • Help desk support
• Project management
• Access to a range of on-demand services
Predictable costs, defined service levels
The Contact Center Technology Outsourcing solution is delivered through a monthly per-seat pricing structure— a predictable, simple, and all-inclusive investment plan for your operation (based on the scope of the contract). Once the per-seat price is established, it’s guaranteed regardless of the number of hours, volume of
transactions or the amount of work performed (e.g., moves, adds and changes). Additional seats can be added at any time, based on the fee specified in the contract. Applications can also be added, but may change the per seat pricing. We have also created sophisticated hourly costing models to support budgeting processes and cost modeling.
Our goal is to provide a pricing structure that gives you the best of both worlds—the ongoing operational flexibility that you would have if you owned your own systems, without the capital expense and ongoing resource investment.
• Upgrades can be built into the agreement, virtually eliminating concerns about your technology being out of date, or about having the technical expertise to manage upgrades after installation.
• As part of the outsourcing agreement, Avaya provides clearly defined Service Level Agreements (SLAs), giving you the accountability that’s necessary to meet customer service and business performance objectives.
Managed Services outsourcing options
Are you looking to outsource your existing contact center, as is? Upgrade and then outsource? Launch an entirely new facility domestically or internationally? Avaya offers a range of options.
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Avaya can:
• Take over the management and operational control of your existing customer infrastructure.
• Finance your upgrade to the newest systems and software releases, integrate them into your operation and then manage the entire solution. • Finance, design, implement, integrate, and then
manage an entirely new contact center.
• Manage your systems (current, upgraded, or new) in another outsourcer’s facility or in an Avaya owned facility.
• Manage your contact center in a 100% Avaya controlled infrastructure where Avaya hosts, provisions, maintains, and sells centralized, multi-tenant systems to business customers.
The option that’s right for you will depend on factors such as size, scalability and ongoing business needs— your Avaya Client Executive will help you determine which one is right for you.
Performance and security
A contact center is a vital business resource and a major investment. The new IP-based contact center technologies offer a host of opportunities for enhancing and better managing the entire range of multimedia customer interactions, as well as virtualizing contact center operations.
Avaya experts have the experience to help you obtain maximum performance from the wide range of technology and operational best practices available for customer interactions today, and—just as important—
Better contact center services
• Extract the full value from your investment in today’s complex and critical customer relationship management and contact center systems • Operate under contractually-defined service performance levels
• Leverage the virtualization power of IP telephony without having to be an expert in its application
• Get the robust flexible infrastructure you need to support your strategic business plans • Gain the technology stability, superiority and seamless communications
integration/execution expertise that comes from working with the global market leader in contact center technology
Lower costs
• Reduce expenses by leveraging Avaya staff instead of your own
• Avoid the upfront capital expenditure needed to launch a new contact center or upgrade to new technologies
• Avoid the time and expense of retraining people (for new technology) as well as ongoing program and project management
• Reduce the cost of service disruptions and downtime through proactive management and world-class service levels
• Obtain full project management, program management and technology management support at a predictable cost
• Consolidate equipment and centralize services to get a stronger return on your investment
T h e b e n e f i t s o f o u t s o u r c i n g w i t h A v a y a
to help you match your key business objectives to technology investments.
With the increased benefits available via IP convergence comes an increased risk to network security and your overall business. Avaya experts understand voice/data convergence and the impact it can have on the security of your operations. Avaya offers the network security and business continuity to help protect your business and mitigate risk.
Getting started
At the outset of your outsourcing relationship, Avaya will work closely with you to understand your business imperatives in detail, gain an in-depth knowledge of your business process operations and contact center infrastructure, and plan a migration path that best maps to your business needs.
Avaya trained and certified experts will implement and manage the entire telecommunications and contact center solution, delivering specified service levels throughout the relationship.
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a higher plane of communication
T o l e a r n m o r e
To learn more about the benefits of outsourcing with Avaya, contact your Avaya Client Executive or visit www.avaya.com/ outsourcing
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All Rights Reserved. Avaya and the Avaya Logo are trademarks of Avaya Inc. and may be registered in certain jurisdictions. All trademarks identified by the ®, SM or TM are registered trademarks, service marks or
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About Avaya
Avaya enables businesses to achieve superior results by designing, building and managing their communications networks. Over one million businesses worldwide, including more than 90 percent of the FORTUNE 500®, rely on Avaya
solutions and services to enhance value, improve productivity and gain competitive advantage.
Focused on enterprises large to small, Avaya is a world leader in secure and reliable IP telephony systems, communications software applications and full life-cycle services. Driving the convergence of voice and data communications with business applications – and distinguished by comprehensive worldwide services – Avaya helps customers leverage existing and new networks to unlock value and enhance business performance.
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a higher plane of communication
