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Avaya Aura® Experience Portal Technical Integration

Avaya Professional Services

Avaya Aura® Experience Portal (AAEP) Technical Integration Offer Sheet Avaya Professional Services

Company Overview

Ava ya is a global leader in enterprise communications systems. The company provides unified communications, contact centers and related Services directly and through its Business Partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, Customer service and competitiveness. Ava ya Professional Services (APS) offers comprehensive consulting, design, implementation and deployment for business solutions in support of Customers business objectives. APS will work with you to determine the service delivery options which best meet your needs. For more information, please visit www.avaya.com.

Avaya Aura® Experience Portal/Orchestration Designer Overview

Ava ya Aura Experience Portal is the latest release of the award winning Ava ya Voice Portal. Experience Portal is a Web services based software platform that provides multi -channel self service, inbound and outbound speech, video, and outbound email and text messaging (with Proactive Outreach Manager). The Experience Portal serves as platform for advanced applications, such as Proactive Outreach Manager and Intelligent Customer Routing. The Experience Portal provides built-in reporting and management features and allows developers to quickly create custom applications using the Orchestration Designer. Orchestration Designer, earlier marketed as Dialog Designer is a drag -and-drop environment for development and maintenance of inbound and outbound multi -channel and multi language self service applications for Ava ya Aura ® Experience Portal as well as Avaya Aura ® Contact Center 6.2 and higher.

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Avaya Aura® Experience Portal/Orchestration Designer Capabilities & Features

Key Architectural Components

Experience Portal consists of three distinct software elements that can be deployed on 1 or more se rvers: The Experience Portal media servers provide multimedia functionality, including terminating telephony sessions and interfacing to speech recognition services. The media servers also provide a standards -based VoiceXML session manager and video service for interactive video applications. The Experience Portal Manager (EPM) manages up to 5,000 concurrent sessions distributed across up to 30 media servers. A separate existing or customer-provided Web Server host that serves the standards -based VoiceXML and CCXML script to the MPP server.

Included with Experience Portal, at no additional charge, is the Orchestration Designer development tool. Ava ya Inc. Use pursuant to the terms of your signed agreement or Ava ya policy.

Updated 01-24-2012 Expires 12-31-2012

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Avaya Aura® Experience Portal Technical Integration

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Experience Portal supports both Nuance and Loquendo ASR and TTS products.

Key Features

The Experience Manager (EPM) addresses four functional areas: ­ ­ ­ ­ User Management System Maintenance System Configuration Reporting

On-demand Reports are based on Call Detail Records, Session Detail Records, Application Detail Records and Performance. Reports can be customized. The data is kept in an open database schema, so customers can also write their own reporting tools or use Operational Analyst for reporting. Integration with Avaya Aura ® Contact Center ­ Allow for self-service configuration in front or behind the contact center · ­ SIP and AML-based Contact Center

Intelligent Customer Routing (ICR) Enhanced caller segmentation and wait treatment before the contact center utilizing real time operational and business data

Quality Framework

Ava ya Aura Experience Portal 6.0 (AAEP) qualifies for the Quality Framework New Product Introduction Policy. This applies for Intelligent Customer Routing (ICR) as managed application only, and does not apply for other configurations.

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Policy details : For ICR integrations , the Quality Framework Policy requires all the AAEP platform installation work to be done by APS until the policy requirements are completed. This includes the ICR software components . For Customer or Partner developed custom applications layered on top of ICR configurations, APS will provide consultancy (details to be determined based on solution complexity).

Quality Framework optimizes complex solution deployments to enable partners to confidently bring new solutions to customers and grow their businesses. Taking into account both technical and financial impacts, it drives partner profits by accelerating success areas throughout a customer engagement. It consists of a framework of quality processes and services woven together to assure all deployments across the Avaya ecosystem and deliver optimal levels of performance and satisfaction to our customers. The Quality Framework New Product Introduction (NPI) policy has been constructed to support and accelerate partner deployment readiness for the introduction of new products to m arket and is applicable to partners who are building service capability to deploy these products. Early adopter partners can begin preparing for delivery by completing two ride -alongs with Ava ya Professional Services . During the first ride-along, Ava ya Professional Services will perform all services while the partner observes. On the second ride-along, partner performs services while Avaya supports as Ava ya Inc. Use pursuant to the terms of your signed agreement or Ava ya policy.

Updated 01-24-2012 Expires 12-31-2012

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needed. Two ride-alongs are to be completed along with the available training will enable partners to deploy the solution unaided for future engagements. Once product authorization and certification becomes available partners must complete these requirements to deploy the solution. During the Quality Framework Ride Along, Ava ya will perform plan, design, an d deploy services for initial solutions until partners complete two ,,ride-alongs, Product Authorization where applicable and Ava ya Connect Certification (ACIS or ACSS) equipping partners to deploy new products successfully. For partners choosing a sales only model Avaya pro vides a full suite of services. Quality Framework Policy Guide: https://enterpriseportal.avaya.com/ptlWeb/gs/services/SV0555/JobAidsTools To learn more about Ava yas Quality Framework NPI Policy access the following URL: https://enterpriseportal.avaya.com/ptlWeb/gs/services/SV0555

Offer Value

End Users: This Services offer provides Customer with the following: o The tools, expertise, and resources needed to install and integrate their new Avaya Aura® Experience Portal (AAEP) system, or upgrade or replace existing system to AAEP. o Receive the experience, knowledge, and capabilities of Ava ya Implementation and Professional Service organizations to help ensure successful high-quality implementations.

Channel Partners: This Services offer provides our partners with the following: o The flexibility to select one service or an entire suite of Services to match their Customers particular needs and their technical expertise.

Avaya Aura® Experience Portal Technical Integration - Scope

The Avaya Aura Experience Portal Technical Integration offer covers for the following Implementation types: New AAEP Implementation, Production and Lab systems . Software Upgrade Ava ya Voice Portal (AVP) 5.x to AAEP: software only upgrade to AAEP keeping AVP servers (for configurations that meet the minimum standards, refer to AAEP product documentation for details about requirements). Replacement of existing Ava ya Interactive Response (AIR) or AVP or ICP equipment with new AAEP servers. Additions to an already implemented AAEP system.

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This offer is meant for AAEP platform installation and basic setup only, it does NOT cover for the following services: MPS Installation and upgrades /additions. Refer to the following site for the MPS APS offer and related documents : https://enterpriseportal.avaya.com/ptlWeb/gs/products/P0631/AllCollateral Integration with AACC at the application level (via Orchestration Designer applications). POM (Proactive Outreach Manager) configuration as a managed application on AAEP. Refer to the following site for POM APS offer and related documents: https://enterpriseportal.avaya.com/ptlWeb/gs/products/P0638/JobAidsTools ICR (Intelligent Customer Routing) configuration as a managed application on AAEP.

Ava ya Inc. Use pursuant to the terms of your signed agreement or Ava ya policy.

Updated 01-24-2012 Expires 12-31-2012

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Packaged applications install/setup, like Callback Assist, SpeechDial. Self Service Custom Application Development or Consulting. Refer to the following site for related documents: https://enterpriseportal.avaya.com/ptlWeb/gs/services/SV0351

For a list of additional services related to AAEP please see the section "Additional APS offers related to Ava ya Aura ® Experience Portal" in the Appendix below.

Avaya Aura® Experience Portal Technical Integration ­ Overview and Services Options

The Avaya Aura ® Experience Portal Technical Integration offer is structured in three Bundles, to allow for full flexibility in terms of co-delivery with Partners/Customers. Below is the description of what is included on each bundle: Basic Bundle: Targeted for implementing Software Only product configurations. Ava ya performs AAEP software installation/configuration. Customer/partner performs Hardware Installation and OS configuration. Project Management is an Optional component in this Bundle.

Standard Bundle: Targeted for implementing Bundled Hardware and Software product configurations while allowing Customer/Partner to provide Project Management. Ava ya performs Hardware installation and OS configuration, as well as AAEP software configuration. Customer/partner performs Project Management.

All Inclusive Bundle : Targeted for implementing Bundled Hardware and Software product configurations. Ava ya performs all activities, Hardware install and OS configuration, AAEP Software installation/configuration and Project Management.

Comments: With the Basic without PM and Standard Bundles Ava ya assigns a Remote Project Coordinator as your single point of contact. Hardware Installation includes rack and stack and Operating System (OS) configuration for Ava ya provided servers only.

The Avaya Aura ® Experience Portal product offering comes into two configurations, Software Only and Bundled Hardware and Software. Ava ya Professional Services does not perform rack and stack and OS installation on Customer provided servers. The table below describes which Services Bundles apply to each product configuration:

Ava ya Inc. Use pursuant to the terms of your signed agreement or Ava ya policy.

Updated 01-24-2012 Expires 12-31-2012

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Services Bundles

Basi c

(software work and optional PM)

Standard

(software work and hardware install, no PM)

All Inclusive

(software work, hardware install and PM)

Product Configuration

Important:

Software Only

Bundled HW and SW

Bundled HW and SW

For ICR configurations (into Quality Framework policy), the applicable services bundles will be the Basic with Project Manager for Software only product configurations, and the All Inclusive for Bundled HW and SW product configuration. Virtualization is only supported for EPM-MPP software only product configurations; in that case Partner/Customer is responsible for installing Virtualization Software and Operating System before handing over to Ava ya. See product documentation for details around Virtualization. Modem access is no longer supported with AAEP. The use of SAL (Secure Access Link) for remote access is required for all product configurations. This offer includes SAL setup for the AAEP adjunct only, additional services will be required for the SAL gateway setup if it doesnt already exist in Customer environment. The following APS service delivery options are available for Avaya Aura ® Experience Portal Technical Integration: Notes: 1) A dot below () means the service is included in the bundle. 2) "Optional" means service can be purchased for an additional fee. 3) Blank means the service is not available with this bundle.

Basic

Bundles Activities

APS Service Bundles Standard All Inclusive

For Bundled HW and SW product configurations, no Project Management For Bundled HW and SW product configurations

For SW Only product configurations

Project Management Remote Project Management

Optional (For ICR configuration PM is always included) Optional

On-site Project Management

Optional

Ava ya Inc. Use pursuant to the terms of your signed agreement or Ava ya policy.

Updated 01-24-2012 Expires 12-31-2012

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Remote Project Scheduling Planning and Design Stage Data Gathering Installation Stage Linux EPM and MPP servers installation - for Bundled Hardware and Software product configuration only (Ava ya provided hardware). Hardware Installation of Speech Servers (ASR and/or TTS) Application Servers (Tomcat) WebLM Servers These servers are always Customer provided, hence Partner/Customer is responsible for installing them. Implementation/Configuration Stage EPM and MPP Linux Operating System installation ­ for Bundled Hardware and Software product configurations only (Ava ya pro vided hardware). Operating System Installation of Speech Servers (ASR and/or TTS) Application Servers (Tomcat) WebLM Servers These servers are always Customer provided, hence Partner/Customer is responsible for installing OS. AAEP software configuration on EPM and MPP servers (remote software work). On-site AAEP software configuration. VoIP trunks configuration at the AAEP side.

Optional

Optional

Optional

Communication Manager, CS1000 or Session Manager VoIP trunks configuration. Secure Access Link (SAL) configuration ­ includes adjunct configuration into existing SAL gateway, if new SAL gateway is required needs to handle with SAL services offer. Speech Recognition and Text-to-Speech software integration (Servers are Customer provided) ­ Nuance or Loquendo software. MRCP connection setup for Speech Application (Tomcat) Servers software integration (Servers are Customer provided). Includes the installation of the Orchestration Designer Runtime Support. External WebLM server integration (Servers are Customer provided) Testing Stage Integration Testing (does not include testing with Customer developed Self Service Applications) Knowledge Transfer/Training Stage Up to two hours of System Handoff review with

Optional Optional

Optional Optional

Optional Optional

Optional Optional

Optional Optional

Optional Optional

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Ava ya Inc. Use pursuant to the terms of your signed agreement or Ava ya policy.

Updated 01-24-2012 Expires 12-31-2012

Avaya Aura® Experience Portal Technical Integration

Avaya Professional Services

System Administrator AAEP and Orchestration Designer Training (available through Avaya University, cost is not included in this offer) Documentation (Experience Portal Configuration Completion Document) Cutover/Implementation Support Stage Cutover Support (go-live support) First Day of Business Support (remote)

For details around the Services above, please refer the Appendix: Service Description for Ava ya Aura® Experience Portal Technical Integration below.

Availability

This offer is available globally through Ava ya or Ava ya Authorized Business Partner. Details may vary b y region.

Why Avaya Professional Services

Ava ya Professional Services turns your real-time communications solutions into a business improvement strategy for employee, supplier, and vendor interactions. Customers can leverage the capabilities of Ava ya Professional Services at any stage of their solution lifecycle. Our portfolio is designed to allow Customers to engage us for a specific project need or as an end-to-end offering for complete oversight. Ava ya Professional Services helps deliver business productivity improvement that meets Customer challenges and drives their business forward, so they can focus on growing your business. We focus on solving Customer challenges such as reducing Total Cost of Ownership, mitigating risk and accelerating a Customers business. Whether a Customer chooses to work with one of our trusted partners or directly with us, you have access to the deep expertise of the Ava ya team. Our extensive experience and horizontal, vertical, and technology expertise enable us to bring industry best practices to a Customers organization and drive measurable business results. We have a global network of over 1,500 consultants, network architects, and project managers with an average 15 years of industry experience each and industry certifications from multiple vendors. Executing over 2,000 projects every month globally, our consultants range of strategic, technical and management skills can apply across a Customers communications network and our global resourcing model ensures the right specialist is deployed for every Customers project regardless of geography.

For More Information

This Offer Sheet and Service Description are not to be used for contractual purposes. To learn more about Ava ya Aura ® Experience Portal Technical Integration and how it can add value to your business, or other award-winning solutions and Avaya Global Services, talk to your Ava ya Client Executive or Authorized Business Partner. Also, visit us at www.avaya.com. Direct Customers - For information regarding Avaya Products and Services, or to begin your quote today please contact your Account Manager or Authorized Business Partner.

Ava ya Inc. Use pursuant to the terms of your signed agreement or Ava ya policy.

Updated 01-24-2012 Expires 12-31-2012

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Avaya Aura® Experience Portal Technical Integration

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Sales Teams - For information regarding the service offerings included in the bundles, please contact the Support Hotline at 866-Ava ya-66 (US) or 00-800-0235-4321(EMEA). When you are prompted to identify the solution you require information about, please say "APS Service Bundle". If you need assistance understanding how to correctly select the bundles, contact the Design Central Team at 888-297-4700 (US), 720-444-5800 (Americas International), 31-70-414-8099 (EMEA) or 656871-2693 (APAC). In this case, when prompted to identify the help you seek, please say either "Configuration" or "Design". To begin your services quote today, follow the steps outlined below that best suit your need: 1. For Avaya Sales Team requests: Go to Ava ya Enterprise Portal, Tools, Sales Tools, Salesforce.com . 2. For Distributors and Partners whom have a contract agreement with Ava ya to buy services direct, requests go to PRM at www.ava ya.com/prmportal. 3. For all other Authorized Business Partner requests, work through your Distributor. 4. Authorized Business Partners may quote/order a-la-carte services by visiting: http://portal.ava ya.com/ptlWeb/spCP/CS2006103115434830059/C20092512724292001/SN20092 5134055417094/SN200925134055417094. For additional questions or support regarding this offer, please email us at [email protected] .

Ava ya Inc. Use pursuant to the terms of your signed agreement or Ava ya policy.

Updated 01-24-2012 Expires 12-31-2012

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APPENDIX

Service Description for Avaya Aura® Experience Portal Technical Integration

Avaya Aura® Experience Portal Delivery Services

The following Ava ya Professional Services apply to the implementation Services options available for Ava ya Aura ® Experience Portal Technical Integration. Services provided by APS are typically performed remotely. Please work with your sales team to determine if the base configuration will meet Customer requirements or if additional Services may need to be included in the configuration and price.

Project Management

Project Management Services help speed implementation ­ and thus, business benefit realization ­ by monitoring critical time frames and effectively managing changes to help ensure timely deployment. Project Managers coordinate with Customers team to manage implementation requirements and act as a single point-of-contact that coordinates all Ava ya technician resources, software resources, or engineers . By managing a comprehensive implementation project schedule and monitoring critical milestones, Project Management makes certain the solution is implemented according to plan and minimizes the risk of delays and additional costs. On-site Project Management is an optional add-on service for the Ava ya Aura ® Experience Portal implementation.

Planning & Design

Ava ya will perform the following activities during the Planning a nd Design stage of the project: Review and complete Ava ya Aura ® Experience Portal installation and provisioning form with Customer to gather all necessary configuration parameters.

Installation

Avaya will perform the following activities during the Installation stage of the project: Unpack, inspect and inventory Ava ya-provided hardware. Install hardware and connect to LAN (Local Area Network).

Implementation, Configuration, & Testing

Ava ya will perform the following activities during the Implementation/Configuration stage of the project: Install operating system software on Ava ya Aura ® Experience Portal server(s) (for Ava ya provided servers only). Install EPM and MPP software on Ava ya Aura ® Experience Portal server(s). Generate and install PDLS (Product License Delivery System) license file for Ava ya Aura Experience Portal and Orchestration Designer.

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Configure EPM and MPP based on system parameters gathered during the Planning and Design Stage. Configure voice connectivity for Avaya Aura ® Experience Portal upon product documentation.

Ava ya Inc. Use pursuant to the terms of your signed agreement or Ava ya policy.

Updated 01-24-2012 Expires 12-31-2012

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Avaya Aura® Experience Portal Technical Integration

Avaya Professional Services

Optional add-on Services include the following: Speech Recognition (ASR) and Text To Speech (TTS) Integration: Install and configure Speech Recognition and/or TTS software on Customer-provided server(s) based on the system parameters gathered during the Planning and Design Stage. Administer Speech Recognition and/or TTS connectivity to AAEP. Avaya Aura ® Experience Portal Application Server (Customer provided hardware): Install Java SDK (System Development Kit). Install Tomcat application server software. Install Orchestration Designer Runtime Support. Avaya Aura Experience Portal External Enterprise Web LM Server: Install Java SDK (System Development Kit). Install Tomcat application server software. Install WebLM (Web Licensing Manager) software. Configure master WebLM servers with local WebLM server information. Generate and install PLDS (Product License Delivery System) license file on WebLM.

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Knowledge Transfer & Training

Training for Ava ya Aura ® Experience Portal solutions is available through Ava ya University. Cost of Ava ya University training is available via the Ava ya University website and is not included in the Services offer. Supplemental knowledge transfer and training can be crafted to cover unique and specific Customer needs for an additional fee.

Avaya Deliverables

During the implementation of Ava ya Aura deliverables over the course of the project:

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Experience Portal, Avaya will produce the following

Avaya Aura Experience Portal Configuration Completion Document: a Microsoft Word document outlining the Avaya Aura ® Experience Portal Server settings and configured parameters.

Ava ya Inc. 10 Use pursuant to the terms of your signed agreement or Ava ya policy.

Updated 01-24-2012 Expires 12-31-2012

Avaya Aura® Experience Portal Technical Integration

Avaya Professional Services

Additional APS offers related to Avaya Aura® Experience Portal

Below is a brief description of the various APS offers related to Avaya Aura Experience Portal and other self service platforms. For more information, the following link provides with access to specific offer sheets: https://enterpriseportal.avaya.com/ptlWeb/gs/services/SV0351 Avaya Solution Assessment Program (ASAP): Consulting service that provides on-site evaluation of a Customers business and contact center environments to determine areas specifically where self service applications can provide enhanced Customer service and/or cost savings opportunities. Proactive Outreach Manager (POM) Implementation : Professional services that provide implementation and technical integration for POM as a managed application on Ava ya Aura® Experience Portal platform, including campaigns and strategies setup, as well as out of the box application components installation. Intelligent Customer Routing (ICR) Implementation: Professional services that provide implementation and technical integration for ICR as a managed application on Avaya Aura® Experience Portal platform. Self Service Custom Applications: Consulting services that provide the expert resources to architect, design, develop, and implement a custom automated application using Dialogue Designer, Orchestration Designer, MPS Developer and multiple back end technologies. Applicable for new, as well as for application migrations and modifications to existing environments. On-site Knowledge Transfers: Provides an on-site technical resource who delivers a knowledge transfer session on the Ava ya Voice Portal/Dialog Designer or Ava ya Aura® Experience Portal/Orchestration Designer products, as well as best practices around Self Service applications developm ent. Speech Recognition Grammar Development: Professional Services for the development of grammars required to deliver successful speech recognition applications. Speech Phrase Recording: Recording and coaching Services for the applications speech phrases is available in a broad set of languages and recording talent. Application Tuning: Ensures that self service applications are usable and effective for callers. Application Tuning validates that callers are able to painlessly navigate through the self ser vice menus and not unnecessarily transferring to live agents, therefore resulting in a positive caller experience. Third Party/ISV Solution Delivery Management: Provides expert resources to oversee the development and implementation of solutions by ISVs and third parties. Usability: Provides testing and analytical Services, including Wizard of Oz and Prototype testing, to ensure voice user interface design strategies for self service solutions address the callers' needs from a usability perspective. Voice User Interface Design (Vui Design): Provides professional Services that take a user-centric approach, including considerations around business processes and human factors, for designing intuitive, effective, and enjoyable self-service experiences. Callback Assist Packaged Application: Provides Customers the opportunity to implement a full featured application at packaged application pricing. Callback Assist gives callers the opportunity to request a call back from a Customer service agent when the queue is too long to wait. Speech Dial Packaged Application: Voice-driven name dialing service, which enables internal callers to connect to any person or department within a corporate directory by simply saying the name. It utilizes Speech Recognition technology. Call Survey Packaged Application : Enables survey via phone calls to a calling list(s). Ava ya Inc. 11 Use pursuant to the terms of your signed agreement or Ava ya policy.

Updated 01-24-2012 Expires 12-31-2012

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