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Strayer,Devery,Harvard University
Mar-1995 - Mar-2002
Manager Planning
WalMart
Mar-2001 - Feb-2009
I need to have a powerpoint created based on the doc I have attached
Course Project: IP-PBX Solution RFP
Trevin Johnson
DeVry University
Section 1: INTRODUCTION
1.1 Project Purpose and Scope
The CIO is requesting proposals from any qualified telephone service companies to replace the company’s current Private Branch Exchange (PBX) telephone system. The company is located in the city of Los Angeles, California. As such, I have come to the conclusion that the IP-PBX solution would have to be with the Avaya IP Office / Call Center. This is due to their experience as a company and the connectivity that they provide, as well as their multimedia support and total costs.
However, the company as of now is facing a number of challenges with its current telecommunications system such as follows:
1. The telecommunications system, as of now, is based on old hardware and software technology that cannot take advantage of any of the newer tech and feature sets that are available present day.
2. Additionally, the system uses Plexar technology in order to interconnect itself with several other remote facilities. Costing quite a bit amount of money in order to maintain and operate.
These challenges serve as an incentive for the company’s plan on upgrading its current telecommunications system. The company requests proposals from qualified telephone service companies in order to seek out solutions to the concerns previously addressed above. As well as a qualified telephone service company that can supply and install the new system as is in this RFP.
Section 2: VENDOR REQUIREMENTS
2.1 Overview
CIO is interested in different options that can leverage existing investments and phase approaches to help ensure that a smooth transition to a new system will be possible. The following is an overview of the key requirements and specific features of a new system.
Vendor Experience and Connectivity
§ Experience of the Company
§ ACD based Windows
§ Call Center includes 400 agents
§ Connectivity to current Avaya PBX
Vendor Multimedia Support
§ Chat
§ Voice Mail
§ IVR
§ Outbound dial
§ CTI integration
§ URL Browsing
§ CRM support
Based on the checklist provided above, Avaya IP Office is the vendor of choice as it follows most, if not, the entire checklist. In terms of experience, Avaya has been around since the year 2000, and services about 95% of the Fortune 500 organizations around the globe. Supporting Automatic Call Distribution (ACD) by having their SCS systems configured to act as an ACD. With an average of about 100 – 200 agents for the Interaction Center 7.0 or 50 – 100 agents for the Contact Center Express 2.1 packages. With a total of about 5,200 agents per contact center for Interaction Center 7.0 and 150 for Contact Center Express 2.1.The following is a table depicts the key aspects of two different contact-center packages by Avaya.
|
|
Avaya |
|
|
Total contact center seats shipped (all products), per vendor |
6 to 8 million (25,000 contact centers globally) |
|
|
Contact center package, version reviewed |
Interaction Center 7.0 |
Contact Center Express 2.1 |
|
Contact center server(s) required |
Sun Solaris, IBM AIX, and/or Windows |
Windows |
|
DBMS |
Oracle or IBM DB2 SQL server; customer-provided |
MS SQL Server; customer-provided |
|
Typical/avg no. agents per contact center |
100-200 |
50-100 |
|
Max agents per contact center |
5,200 |
150 |
|
Est. percent new systems shipping with 30% multiple media |
40% |
15% |
|
PBX infrastructure (over which contact center was reviewed) |
S8500-based CommMgr 3.0 (on Linux) |
S8500-based CommMgr3.0 (on Linux) |
|
Other PBX support |
Siemens, Nortel, Ericsson & Aspect ACD |
None; requires Avaya CommMgr 3.0 PBX |
As for multimedia support, Avaya supports everything from E-mail, chat (Instant Messaging), web chat, voicemails, IVR, Outbound dial, CTI integration, URL browsing, and CRM support. Additionally, with the use of the Software Communication System (SCS), an administrator interface can be used to change the global and user voicemail settings. IVR, Interactive Voice Response, is also supported through software products such as Conversant R9 for example. The following is a table in regards to Avaya IP Offices multimedia and application support.
|
Multimedia, other features supported |
Avaya |
|
|
Interaction Center |
Contact Center Express |
|
|
|
Y |
Y |
|
• IM |
Internal (agent-agent-supervisor) |
Y, External, (uses MS Messenger), and Internal |
|
• Web chat |
Y |
Y |
|
• Voicemail |
Custom integration |
Custom integration |
|
• Web collaboration: co-browsing, sharing URL push |
Y, Browser sharing, URL push |
URL push |
|
• Callback |
Customer can schedule via Web |
Scheduled callback is planned |
|
• Softphone |
Y, IP Agent softphone |
Y, IP Agent softphone |
|
• Presence reporting (SIP-based) |
Via IP Agent software |
Via IP Agent software |
|
CRM “out of the box” support (often involves extra-priced integration module, or connector) |
SAP, Siebel, PeopleSoft, Onyx, and Epiphany |
MS CRM |
2.2 PRICING
However, contact centers are not cheap to make / get compared to the previous voice-only call centers. Avaya provides the right type of alternatives and financial model for the right business solution. You can either choose from a subscription-based payment option, cloud-based applications, or managed private or hybrid networks and infrastructures. Avaya’s open architecture allows for a number of features and investment options to be available to any enterprise. The following is a table representing the availability and pricing of Avaya IP Contact Center Components.
|
|
Avaya |
|
Contact center package |
Interaction Center; and Contact Center Express (CCE) |
|
Agent seats in contact center (pricing basis) |
300 (currently logged-in agents) |
|
Base contact center per-agent price (software only, unless noted otherwise) |
$1,377 to $2,877 for Interaction Center; $425 to $1,800 for CCE(2) |
|
Per-seat cost of underlying IP PBX and phones(as tested) |
$400, plus $250 to $650 for additional PBX-based call-routing options |
|
Key options, and their additional per agent costs |
|
|
• IVR/ASR/TTS(1) |
$1,200(3) |
|
• Multimedia recording/quality monitoring |
Special packages from Witness are offered by Avaya |
|
• Outbound dial |
$2,800 |
|
• CTI/APIs/SDK |
$10,000 for software (total) |
|
• Reporting |
$95 to $450 |
Section 3:TRAINING
3.1 End User and System Administrator
Bidder should detail their training offerings.
· Does vendor offer on-site training sessions for System Administrators
· Does vendor offer on-site training sessions for Call Center Supervisors and Agents?
· Does vendor offer on-site training sessions for general End Users?
· Does vendor offer web-based training?
· Does vendor provide System Administration and End User documentation?
After some research I learned that Avaya has supported training programs for IT professional certifications and training for the use of Avaya’s many products. As such, these programs are held by Global Knowledge, known as the largest Authorized Avaya Learning Partner – more information at GlobalKnowledge.com. They offer training of Avaya’s products by highly skilled and experienced instructors on Avaya unified communications, communications manager, IP Office, and Avaya contact center, messaging, and networking solutions. Based on the site, the training programs are offered through a class, not on-site.
Additionally, another learning partner for Avaya comes from SumariaLearning, at sumarialearning.com. The courses that they offer range from design, installation & implementation, administration & maintenance, and sales. The products offered range from Small-medium Enterprise, Contact Center, Unified Communications, Unified Messaging, Networking, and Data. Classes are offered either on or on-site classroom, public classroom, or virtually.
Section 4: CONCLUSION
After about a numerous amount of research on the topic of finding and IP-PBX solution for the company that I am working at, scouring through numerous sites and links from Google and the Avaya website, I have finally come to a conclusion as to what PBX solution will be deployed for this company. The vendor that I have chosen amongst others would have to be from Avaya. This is due to their experience as a company who has been around for quite some time now as other vendors have and is still kicking strong. Their connectivity is an obvious choice for out company’s network. Additionally, being able to work with so many multimedia and so many features and functionalities that are supported by Avaya, it is no contest that choosing Avaya would really enable our company to be most efficient.
References
Introducing the New Rules of Engagement. (n.d.). Retrieved August 8, 2015 from
http://www.avaya.com/usa/solution/communications-optimization/
Avaya Aura Contact Center 6.4. (2014). Retrieved August 8, 2015, from
https://www.avaya.com/usa/documents/avaya-aura-contact-center-gcc4745.pdf
Avaya Communications Manager. (n.d.). Retrieved August 9, 2015 from
https://en.wikipedia.org/wiki/Avaya_Communication_Manager
Avaya. (n.d.). Retrieved August 9, 2015 from
https://en.wikipedia.org/wiki/Avaya
Avaya. (n.d.). Retrieved August 22, 2015, from
http://www.globalknowledge.com/training/category.asp?pageid=9&catid=491
Avaya IP Office Contact Center. (2014). Retrieved August 20, 2015, from
http://www.avaya.com/usa/documents/gcc3356.pdf
Avaya IP Office Platform Solution Description. (2015, August 1). Retrieved August 21,
2015, from https://downloads.avaya.com/css/P8/documents/101005793
Introducing the New Rules of Engagement. (n.d.). Retrieved August 14, 2015, from
http://www.avaya.com/usa/product/ip-office/?view=resources
TRG RFP IP PBX Template. (2009, January 24). Retrieved August 20, 2015, from
http://www.slideshare.net/colintaylortrg/rfpcustomertemplate
Sumaria Networks - Avaya Courses Offered. (n.d.). Retrieved August 23, 2015, from
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