Page 8 - AvayaExtra Spring 2016

8 Telecom Reseller: Extra Report on Avaya
1st Quarter 2016

Three Key Service Trends to vendors, requiring strong relationships and customer premise model. Using these services Avaya Recognized by TSIA for
Watch in 2016
mastery of the infrastructure implications which can enable the IT organization to maximize Achieving Operational Best
includes the Cloud applications, as well as the their impact on the business while minimizing
continued from page 1...
network and desktop/mobile devices which served technical ramp time
Practice Certiication
them.
Greater an 50% of Support Coming via continued from page 3....
e majority of businesses want to leverage Unassisted Support and Self-Healing Systems
Here are the three predictions that we believe a exible delivery model to achieve growth in Means Di erentiation Is Now About Relationships
will be attracting the attention of our clients.
modular steps that help IT maximize ROI and As leading-edge vendors are putting more
80%+ of enterprises will use Public cloud, but support rapid business scaling
remediation and proactivity into tools and customer support at the channel, center, region,
Hybrid/Private cloud will remain the critical As systems grow in complexity both in features systems, the value-add of contracted support and global level. e TSIA Rated Outstanding
application workhorse for next 5 years.
and size, IT managers are looking for a exible becomes less-visible to the customer. Vendors will certi cation is designed to target recognition
Going to Cloud has many bene ts, but it
service delivery model that can quickly grow have to develop strategies and underlying system within a single area of strength, such as a single
can also lead to some new challenges that when and where it’s needed in modular steps. intelligence to improve customer experience with support operation location and/or a speci c
businesses need to consider. As solutions move ey are looking for a balance which honors o ers that help increase adoption and full value mode of support.
from homogenous, monolithic technology to business continuity, control, expense/capital realization. As well, vendors will need to ght As a result of their completion of the
heterogeneous technology running on layers management and integration. is need leads to against the depersonalization increased technical Operational Best Practices program, Avaya has
upon layers of cloud infrastructure, customers the use of models such as consulting services, sta solutions can drive by working intentionally to achieved the TSIA Rated Outstanding, Assisted
get increasingly concerned about Cloud security augmentation, project-based services, managed maintain the human factors of the service event by Support North America Certi cation for
and accountability for service delivery/support services and Cloud services options. Several
implementing things such as relationship-based delivering excellence across all signi cant modes
of the full solution. Customers will demand of these models can provide the exibility and routing and service deliverables combined with of technical support. Certi cation recognizes
accountability and value from their “point”
bene ts of a cloud deployment in a traditional
high-satisfaction channels, most notably, video.
that Avaya support people, processes and
technologies will help customers get the most
from their technology investment. Achieving
certi cation meant that Avaya had to meet over
165 best practices criteria developed by TSIA,
receive validation by 50 leading technology
companies, and pass a rigorous onsite audit
conducted by seasoned service executives
who con rmed the company’s commitment to
excellence in service operations.
Quotes:
“We are proud to honor Avaya for completing
the Rated Outstanding Assisted Support
certi cation process. Our Operational
Best Practices certi cation programs are a
comprehensive way for organizations to measure
their ability to support customers from the
people, process, and technology perspective,
and at the same time establish themselves as an
industry leader in Assisted Technical Support.
By receiving this certi cation, Avaya has not
only demonstrated a willingness to test their
capabilities against a rigorous process, but they
have done so on behalf of a company-wide
dedication to customer satisfaction.” -- Tom
Pridham, senior vice president of Major
Membership Development and Organizational
Development Services for TSIA
“We are proud to be TSIA Rated Outstanding,
as it’s a re ection of the hard work and
dedication of Avaya’s support organization. We
are pleased that customers can purchase Avaya
products with con dence knowing that the
highest industry support standards are met and
are backed by outstanding quality a er-sales
telephone, online case, and email operations
support.” -- Mike Runda, senior vice president,
Avaya Client Services
More information on TSIA’s Operational
Best Practices programs can be found at www.
tsia.com/services-excellence/operational-best-
practices.html
More at www.avaya.com

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