Definition Reviews Subscription
Avaya Employee Experience Subscription License offers...
Core User Power User Attendant Adder Services o Messaging Speech o Messaging Transcription o CTI Avaya Application Enablement Services (AES) DMCC Full and/or TSAPI Basic
Advantages of Subscription Software Licensing
Simplicity with one contract for Software RTU, Support & upgrade entitlements. Rights to the latest Software Release and access to attractive promotions to get current. Access to additional feature content included in attractive UC & CC bundles giving customers access to new applications, and the ability to decrease spend on other vendor solutions. Built in 20% stretch allowance for bursting and growth. (some Application Services exempt)Flexibility in adding users, paying for capacity as it is required, and enabling better planning. Quicker internal decision making and budgeting approvals. Operational funding is more readily available vs. capital expenditures. Time value of money, fewer financial resources tied up initially allowing better business usability. Ease migration to cloud with aligned rate card structures & simplified true ups.
Device Purchase Plan
1. Avaya Device As a Service 2. Avaya Device Flex Purchase Plan
CBA
Call Back Assists
CMS
Call Management Center
Hot Rooming
Employees can walk in a conference room and it is instantly personalized for their use (in this case they simply hold their mobile phone camera up to the screen). When they are done, they walk out and the next set of employees can use the space.
MACD
Move, Add, Change, or Delete/Decommission
Proactive Outreach Manager
Preview, predictive, and progressive bundles (digital add-ons)
Avaya Customer Experience Subscription License offers...
Assist: o Avaya Voice Agent (CC Basic Voice) o Digital o Digital Premium Automate o IVR Service (Avaya Aura® Experience Portal AAEP) o Call Back Assist o Proactive Outreach Manager Activate o Workforce Engagement Application Enablement Services o CTI AES DMCC Full and/or TSAPI Basic o AES Advanced TSAPI o AES CVLAN o AES DLG o AES ASAI
Avaya Subscription Start Date - New System Build
If Avaya sells and installs the Subscription Licenses directly, the Subscription License Term will commence on the date Avaya notifies the Customer it's installed. If Avaya sells the Subscription Licenses directly, but does not install the Subscription Licenses, the Subscription License Term will commence on the earliest of the date when Subscription Licenses (i) features are enabled, (ii) is downloaded to the target processor or (iii) is physically delivered to the End User premises. If the Subscription Licenses are purchased through an Avaya channel partner (including Support Advantage Retail), regardless of what company installs the Subscription Licenses, term will commence on the first day of the second month following the order of the Subscription Licenses.
Avaya Subscription defines a monthly price for a set term and includes the following...
Software Right to Use Upgrade Advantage (UA) so customers always have access to the latest software releases Support Advantage (SA) Preferred
Benefits of Private cloud deployment
(1) Flexibility - organizations can seamlessly scale their operations up or down as needed to meet consumer demands. Enterprises have resources to meet their needs. (2) Security - industry leading automation platform backed by SLAs and a World Class Cloud Architecture team (3) Customization - for UCaaS and CCaaS solutions for large Enterprises on the customer site or data center. (4) Always Available - "always-on" solution that offers a comprehensive, integrated, and open architecture with scalability and security (5) Investment Protection - integrated with current Avaya third-party vendors applications. (6) Regulatory Alignment - provides HIPAA and PCI compliance that helps customers comply with security regulations governing medical information and credit card information.There is also a Private Cloud delivery option, Avaya OneCloud™ Secure, which provides a UCaaS solution with enhanced customization and security designed for Federal Government and contractors that need to meet tight security options, including FISMA and FedRAMP Moderate.
Subscription Term Contracts
1,3,and 5-year Fixed Contracts. Subscription billing options are either Monthly or Annual in Advance.
What % of Us didn't WAH
10%
what % of companies don't have a WAH policy
43%
What % of US now WAH
47%
What percentage of IT decision makers prefer subscription on software. Why?
82%. Breaks down the cost barrier to ensuring you business stays current with the latest technology.
Application Enablement Services
Addresses all new systems and growth on existing systems. Each bundle includes a third party connection.
Invoicing
Advance frequency identified on the order form. Monthly or annual in advance invoicing options are available.
Hybrid Cloud
Allows retention of existing investments while also accessing and using cloud-based capabilities. Hybrid Cloud solutions allow us to give our customers a personalized cloud journey; the migration tools and services they need; and applications integration support.
Renewal of Coverage
Automatically renew at the end of the term for a similar term length at then current pricing unless either party provides written notice of its intent not to renew such coverage at least *30 days prior to the renewal date.
CPaaS
Avaya Spaces is built on the platform. It brings the power of Workstream Collaboration throughout the entire business, helping dissolve the divide between the front and back office to ensure a seamless customer experience. It enables integrations with third-party apps and partners like NVIDIA and Google
What is the benefits from a technology standpoint?
Changing from on-premise hardware (server maintenance to multi-tenant model where maintenance is "touch-free" on their tend)
Situational deployments of collaboration technology
Could be in the form of a situation-tailored toolset. For example, a developer doesn't necessarily want to have meetings, but might highly prefer to collaborate within an organized chat. In this case, we'd deploy a technology that's built for just that purpose.
Everything Customer
Customers want everything. They want it all and more, but not always at the same time.
Foundation application
Daily driver: get things done with your team, meet, message, share online, and be productive - good for everyone, but not specific to any workflows.
Avaya Managed Services - Benefits
Def: gives customers the control and customization they want, without the operational hassle. (1) Reduced Talent and Operations Cost (2) Customization (3) Security and Availability (4) Simplicity
Avaya OneCloud Private - delivery option
Delivers private cloud capabilities at public cloud speed. Derives from Avaya datacenters using an automated reference architecture or a customized solution that can be created and delivered using Avaya or the customers data centers as part of the cloud journey.
Avaya Subscription Start Date - Additions to Subscription terms in progress
Effective on the earlier of the date stated on the order or the 1st day of the first month following Avaya's acceptance of the order for additional Subscription Licenses. Additional Subscription Licenses added to an existing Subscription License Term will coterminate with the original contract regardless of when in the term they are added to the contract. Customer Requested Start Dates can be applied to orders within Order Center.
Avaya Workforce Engagement
Enabling workforce engagement other than fielding customer calls. Focusing on customer retention through strategy.
Benefits of Public Cloud Deployment
Fast Deployment - Businesses can easily scale when they need it, and they can extend their capacity to support more remote users without compromise. They can rest easy with worry-free deployment. Innovation Speed - Customers can access all capabilities with no additional hardware or software. They automatically get new features and upgrades as they become available. Always Available, Zero Hassle - Organizations will have an always-on solution that offers a comprehensive, integrated, and open architecture with scalability and security. And, lower complexity - They'll enjoy lower complexity as they use on solution for all their communication needs, they no longer have multiple applications each with its own sign on, one click gets them what they need.
Billing
Frequency in which the subscription licenses are billed. Billing for Term licenses is in advance with options of either monthly or annual
Avaya Subscription Start Date - Conversion to Subscription
If the Subscription Licenses are replacing existing perpetual licenses being transitioned from an existing support order, the Subscription License Term starts on the start date specified on the Order.
IVR
Interactive Voice Response
Fixed Term Contract
Length of the license contract, Avaya Subscription will automatically renew at the end of the term for a similar term length at then current pricing unless either party provides written notice of its intent not to renew such coverage at least 30 days prior to the renewal date. If the contract is not renewed the customer relinquishes the rights to the software licenses.
What is the change from moving to the cloud?
No longer buy a software and upgrades are made automatically via the cloud. Operationally they transition from personally maintaining and updating software the Avaya-Managed model... feature enhancements pushed out to the user.
Investment Protection Program (IPP)
Perpetual Licenses surrendered under current Support + Upgrade Subscription contracts are eligible for 40% credit Perpetual Licenses surrendered under current Support contracts are eligible for 20% credit. In cases where there is a mix of coverage levels across a product category Investment Protection Credits will be determined based on the coverage level associated with majority of the licenses. Investment Protection Credits will be calculated as percentage off List Price.
Benefits of Hybrid Cloud deployment
Primarily to protect existing investments and reduce business risks - flexibility, scalability, cost control, security, and ensuring systems are always up-to-date.
Session border controller (SBC)
Provide security features for Voice-over Internet Protocol (VoIP) traffic similar to that provided by firewalls. SBCs can be configured to filter specific VoIP protocols, monitor for denial-of-service (DOS) attacks, and provide network address and protocol translation features.
Domain Collaboration Technology
Salesforce - sales organization is supported on this tool
SIP
Session Initiation Protocol
Subscription License Term
Subscription License(s) is the specific term during which the license(s) will be available for the End User's use. The length of the term shall be identified on the customer's order form.
Pricing and Product Subscription Material Codes
Subscription Licenses are ordered and invoiced using specific material codes provided by Avaya or the Channel Partner. Pricing will be provided per Subscription License Bundle for the specific Bundle metric, and based on the length of the Software Subscription Term. Pricing Is quoted exclusive of taxes and fees.
Expansion Allowance
Subscription includes 20% expansion allowance which is leveraged during the contract period without impacting billing.
Wholesale Model
The "GTM" that is available globally, the customer contracts with the partner and the Avaya Authorized Partner receives a discount off the defined list price. The discounting will follow the Avaya Pricing Model according to GEM status. Authorized partners purchasing through a distributor should contact their distributor for pricing.
Direct Agent Model
The "GTM" that is currently limited to the US, the contract is between Avaya and the end customer, and the partner is compensated with a commission
Subscription Termination Policy
The Customer may terminate a subscription in its entirety during the Subscription License Term upon thirty (30) days' written notice subject to termination fees equal to 50% of the remaining unpaid balance of the Subscription License Term. Please note that that for Workforce Engagement, customer can terminate after 28 months of subscription contract and the termination fees equal are 60% of the remaining unpaid balance of the Subscription License Term.
Public Cloud
The same comprehensive communications solution is available to Small and Medium businesses, Midmarket, and Enterprises for customers who want standard features with minimal customization capabilities. The OneCloud Public delivery option is backed by Avaya's dual data center architecture that is 100% hosted in the cloud and delivers 100% SIP trunking. Avaya OneCloud Public delivers a secure delivery mechanism that also provides HIPAA and PCI compliance that helps customers to comply with security regulations governing medical information and credit card information.
UCaaS
UCaaS gives your organization a high productivity environment with faster, always-on continuous collaboration for distributed, unpredictable work from anywhere. Power your digital workplace with a simple, flexible cloud experience for the remote work culture today, and your business challenges tomorrow. Enhance your existing investments with all-in-one and complementary solutions while transitioning at your pace. And tap into our ecosystem of partners, APIs, and certified professionals to mold it to any workflow required.
20% Expansion Allowance
When a customer subscribes to X number of seats, they are allowed to use up to 20% more at no extra charge. For example, if they purchase 1000 seats, they can use up to 1200 without increasing their monthly or annual bill. If they need more than the 20%, Avaya will update the contract to add the additional users and co-term these with the original contract pricing
End of Manufacturer Support
When the software no longer has access to any updates including security.
System
a collection of UC and/or CC applications (single or geo data centers) connected to a Single Web License Manager System for licensing.
Fixed Term Software Subscription
a fixed quantity of Units of software provided by Avaya under the Subscription Licensing Terms for Customer's internal use (not for further resale, sublease, or sublicense) on a time-bound subscription basis.
Pay-per-Use Software Subscription
a variable quantity of Units of software provided by Avaya under the Subscription Licensing Terms for Customer's internal use (not for further resale, sublease, or sublicense) on a pay per use basis. Pay-per-Use Software Subscriptions require customer deployment and use of Usage Metering.
Team Experience Matters
•Highly engaged teams show 21% greater profitability - Gallup report 2019 •The demands and requirements of team collaboration have evolved. Expectations from customers need a completely new way of thinking about work and getting things done. •Avaya Spaces is included with every subscription Employee Experience package. •As stated in Avaya's recent financial filings, Avaya Spaces usage grew 2100% this past quarter as we delivered nearly 400,000 new licenses! •It is a cloud-based collaboration tool with enterprise-class security and reliability
Public Cloud Strengths
•Multitenant •Off-Premises •No Capital Costs •No/Low IT Overhead •Simpler •Easy to use •Templatized •Limited customization •Shared Network •Scalable With Demand •Faster to deploy •Lower cost •Pay only for what you use •May still want local gateway for branch survivability •PREFERENCE
Employee Experience Matters
•Organisations need a relentless focus on not just the customer but also the employee because CX and EX are just two sides of the same coin. •You can't have a connected customer experience without a connected employee experience. •Employees have journeys and feelings too that translate into the value delivered to the CX. •And organisations can't design employee experiences differently from the customer experience anymore. •McKinsey report shows Satisfied employees are more than 3x times as likely to solve customers' issues than those that aren't •According to Gartner research, companies that invest in the employee experience are also more profitable on a per-employee basis, and not just by a little - they report 4.2x more average profit than those that don't and have 4.0x higher profitability per employee
The "Everything Customer" demands Multi-experience focus
•Organisations spin cycles trying to nail down exactly what customers want and then trying to put it into neat little boxes. •But the answer is simple. •Customers want everything. They want it all and more, but not always at the same time. •Gartner calls this the Everything Customer. And it's constantly changing; it's constantly moving. •Recent Avaya research indicates •only 1 out of 4 customer service agents rate their ability to serve customers as Excellent in terms of being personalized, connected across all channels, and engaging. •And 1 out of 2 agents need to access 3 or more screens when working with customers.
Private Cloud Strengths
•Single Customer •On-premise or off premise hardware •Capital Costs to Setup and Maintain •Much more flexibility and control •Custom configurations and additional communications features •More security options and control over data privacy and storage location •3rd party integration, per instance •Hybrid survivability option with Gateways •Bring your own SIP trunk, PSTN, Media, connectivity •Possible under utilization •Adding scale may require hardware purchase and planning. •PREFERENCE / Propensity meeting: bring own trunks or not...
