Page 15 - Avaya Extra Q2 2016

2nd Quarter 2016
Telecom Reseller: Extra Report on Avaya 15
Moxtra launches
Case Study: Avaya Builds

Avaya Breeze Syscomm a Network for
Next Generation IT and
Snap-In to
Communication Services
If she dials 9-1-1,
revolutionize For Syscomm Limited, the bottom line is
simple: its network is its business. The will rst responders
UK-based service provider, which offers
mobile-irst a wide range of business customers a
number of different IT and communication nd her quickly?
collaboration and services, had essentially outgrown its
Multiprotocol Label Switching (MPLS)
network and needed a more scalable
customer service
solution to enhance the performance of
its core services, accelerate provisioning
and simplify infrastructure management. Don’t compromise
After examination of Syscomm’s business
Moxtra’s snap-in for Avaya Breeze provides
needs, the challenges the Avaya team your employees’ safety.
a comprehensive and easy to use add-on to addressed included:
complement and extend Avaya’s industry ● Replacing an aging MPLS network
leading contact center and UC portofolio. With with a brand new fabric infrastructure.
With end-to-end support, our E9-1-1
our snap-in, you can drop the entire Moxtra ● Avoiding any disruption to existing enterprise solutions are simple to deploy
collaboration suite directly into your Avaya customers or services.
Breeze Work ow.
● Managing a phased implementation and manage. Strong expertise in complex
e Moxtra snap-in will enable richer over six weeks.
collaboration and conversations across environment support, such as multiple
enterprises and contact centers.
Upon replacing its network with Avaya UC vendors deployed on premise, hosted,
Let’s consider the contact center use case: Fabric Connect, Syscomm immediately
Within Moxtra’s conversations, both the began to reap the following beneits:
or in hybrid environments.
agent and the customer can send documents, Access to new services that can
screenshots, videos, or other le types to help now be provisioned in minutes, with no
assess, diagnose and resolve issues quickly. interruption to customers and reduced Call or click today for more information
Additionally, both parties can create rich provisioning risks.
877.862.2835 or 911enable.com
annotations over content with features like ● Instant failover and rapid diagnosis
voice tags, highlighters, shapes, arrows, and of any faults.
text.
● Fabric to customer sites, which
Moxtra’s ‘clip’ capability enables agents
created minimal latency with maximum
to create detailed audio-visual recordings. security.
Agents can record themselves talking through ● The ability to optimize network
situations while annotating over documents and service design with unprecedented
and save the resulting video les. e les
scalability, nationally or internationally.
can then be sent directly to the customer and
stored in a repository of clips with answers
Delivering the added resilience that
to FAQs. With Moxtra’s ‘clip,’ functionality, Syscomm sought, the new infrastructure
contact center agents can deliver in-depth Avaya and Tencent QQ was put to the test just weeks after
support to more customers with less time and implementation when a major London
resources, enhancing quality and accuracy.
data center experienced a prolonged
If a real-time conversation is required, Collaborate to Improve the power failure, disrupting services for
Moxtra provides a powerful live meeting several leading Internet irms. While
functionality. Your team can launch one-to- dozens of hosted service providers
one or multi-party conferences through which were struggling, Syscomm’s customers
screens can be shared, documents can be Customer Experience
experienced no disruption.
annotated, and participants can collectively Read the case study: http://www.avaya.
whiteboard. e meeting and its contents
com/usa/case-studies/syscomm-limited/
can be recorded and saved to the customer’s Quotes:
ticket for future reference, all within the “Recently, when the power was Avaya, a global leader in business made today during the “2016 Avaya Greater
conversation. If your team uses Scopia, then lapping up and down at a London data communications so ware, systems and services, China User and Partner Conference” held in
you can natively launch a Scopia meeting center site, our network just carried on. and Tencent QQ announced a strategic alliance Zhuhai City of Guangdong Province.
within the Moxtra Snap-In. is seamless All of our trafic instantly rerouted over aimed at driving digital transformation
Chen Wei, Managing Director of Avaya
escalation across and between channels alternative paths. There wasn’t even a for enterprises in China. e QQ instant Greater China, said: “Enterprises today are
improves overall customer engagement and ripple of disruption for any customer messaging application will be integrated with under pressure to evolve digitally and deliver a
experience, while simultaneously reducing service on our network. We lost a whole Avaya contact center technologies to help true omni-channel customer experience. ey
clicks and time spent by an agent resolving
data center, and not a single customer companies deliver the true “omni-channel” need to consolidate consumer information
an issue.
reported a fault.” - Chris Tyler, director at experience customers want in the era of Internet from all the channels – voice, web, SMS, instant
Moxtra neatly persists all messages and Syscomm. ■
Plus.
messaging, and use Big Data and analytics to
content within a conversation. As a result, More at www.avaya.com
QQ is China’s most popular instant messaging create accurate pro le of their consumers. is
additional customer service agents can be application with more than 800 million users. will enable enterprises to provide the superior
added to the conversation where they can view e integration of Avaya contact center and and intelligent services their customers expect
the entire conversation history and respond TR
Tencent QQ will enable:
today. As the most popular instant messaging
accordingly. In addition, in the event of shi Enhanced voice/video and converged application in China, Tencent QQ will be a
changes, the incoming agent can seamlessly communication capabilities on the QQ critical channel for ‘Omni-channel’ services.
jump into the running conversation and
platform.
We are very proud to enter into this alliance
pick up where the previous agent le o . If
More exible and personalized services with Tencent, and this is an important milestone
a customer requires help in the future, the through customer-preferred channels.
for China’s contact center market.”
persisted conversation will provide agents with Expansion of current, voice-only self-service XianYeCheng, general manager of Instant
a thorough background so that they may serve menus to include visual menus accessible Messaging Products in Tencent QQ, said: “User
the customer more e ectively. is enables the through the QQ app on the customer’s mobile experience is the core of customer service.
engagement of
TELECOM phone.
QQ Enterprise Telephone is featured with
non-traditional ‘experts’ more easily, .COM
Direct access to a live customer service agent visual interface, converged communications,
extending the boundaries of the contact center RESELLER through the QQ app.
high customer retention rate and uni ed
far beyond brick and mortar.
Consistent, quality of service from any services. e users can enjoy all these functions
e Moxtra Snap-In is a powerful, modular, channel via the integration of the interaction on the mobile phone. Compared with the
and easy to use add-on, that can be easily The Newsource information in QQ with data from other traditional enterprise customer service center, BE Y
integrated into your work ow to signi cantly ● UC
channels enabled by Avaya contact center it signi cantly improves the user experience, RIA
improve e ciency and e ectiveness across ● UCaaS
technologies.
and reduces the cost of the enterprise. e SCD
enterprise communications, contact center, ● Collaboration e two parties will also collaborate in terms cooperation between QQ and Avaya is of great BO
and beyond. ■
● Mobility
of marketing. is joint announcement was
importance to both sides.” ■
SUT