The Business Pit Stop: Positioning for Progress

Is there any opportunity for government and private organisations to use a slow economic climate as a time to reevaluate their IT infrastructure? Organisations can evolve into digitally transformed entities by adopting innovative technology solutions through consumption models that won’t break the bank.

In motor racing, a pit stop is an opportunity to pause from one’s position, make tweaks that will enhance performance, and get back into the race better set for success. This strategic pause is an equal part of winning, enabling the racer to come back stronger and competitive, and prepared to face the real challenges that have been identified.

And why is that important in the business world? Because sometimes global economic conditions allow businesses to get into the pit stop, spending time and effort on getting the operations back in fighting shape.

Economic downturns are seen as business opportunities to trim the fat in a number of ways, and while many of these are approached with the intention of boosting the bottom-line, it is also an opportunity to move operations and processes onto more advanced systems.

Common thinking is that a downturn is not really a time to be initiating new expenses, but this can be easily challenged with the right question: Would you rather use an opportunity to equip yourself for future challenges or hide under a rock waiting for the storm to pass?

The conscious decision by the GCC leadership to move the economy from reliance on the hydrocarbon sector brings other industry sectors into the spotlight. A Government diversifying its dependence signals opportunity for diverse sectors, and shows that the economic environment is one in which there is a premium placed on performance and contribution.

Governments in the GCC have already strengthened their focus on sectors such as healthcare, education, construction, and others. This focus has two goals: increasing private sector contribution to economic growth, and streamlining of costs through digital transformation.

If your business is one that sees the future as ripe with opportunity, then your digital transformation process can be kicked off right now. Before you run to your CFO to unlock that big budget, the good news is that your conversations can actually begin with the happiness of the end user in mind, to ensure that the new digital infrastructure and applications address current and future issues that people face on a daily basis.

For a government department, this could be the seamless offering of online and mobile-based services so there is added convenience in engagements. For businesses, it could be creating solutions for teams to collaborate better or even to engage with their customers using a number of multimedia technology solutions.

Any discussion around this would also involve the financial aspect of this, and this is where the beauty of subscriptions come in—why put down a huge lump-sum as CapEx when you can opt for Digital Transformation-as-a-Service, in an OpEx model? A transformational IT architecture no longer calls for a rip-and-replace of every single system every time you want to add video calling capabilities, for example. With enterprise networking moving towards a consumerised model, where even enterprise apps can be run to quickly activate services and capabilities, there are no longer any limits to what an innovative organization can provide and achieve.

We all know that tough times don’t last; tough organisations do. It is only a matter of time before the strong strategies and steps implemented by the visionary leadership in the GCC begin to result in a positive economic revival. Governments and businesses in the region will emerge from the pit stop and drive into position as innovative regional leaders once again.

Related Articles:

Quiz: Do You Know How to Choose the Right Support Services Provider?

All too often, we find that IT executives who are facing budget cuts buy unauthorized support services for their Avaya solutions. Doing so puts IT departments and their mission-critical networks at considerable risk. We’re raising awareness about the true value of having legitimate Avaya support services for your communications. We want to help IT managers learn that selecting the right support provider and service levels matters. Get started now by reading Support Services: Separating Fact from Fiction.

And take our True or False quiz:

  • All support service providers are the same.
  • Even if my current support option does not cover all, additional services can be bought for time and materials. It’s no big deal.
  • Third-Party Maintenance Providers (TPMs) can get access or entitlements to software patches, updates, or security advisories as needed.
  • My support services provider does not have automated diagnostics and auto-resolution capabilities. But, no worries. The team will still resolve my issues in a timely manner.
  • To keep costs down, TPMs rely on a network of vendors to support some sites.
  • I trust that my support provider is current with their manufacturer certification and methodologies. I don’t feel it’s necessary to periodically check.
  • Recovery capabilities from a catastrophic outage are offered by my provider. Protection for software or hardware not covered under contract might cost more, but it is a reasonable risk.
  • All equipment purchases, whether bought refurbished or slightly used, have worked out great so far. No complaints and we saved money.
  • I was notified about service support being discontinued with no “end of life” or “end of support” on any system, regardless of age. I did not have any other credible options.

Many IT managers operating in a harried world and reacting to the daily challenges of keeping their networks running at peak performance would undoubtedly answer “True” to at least one of the above. That’s where the problems start and re-evaluation is sorely needed.

It’s Time to Evaluate Your Options

As the end of the year approaches and budgets are being settled, now is the perfect time for many IT managers to take a second look to ensure that their systems remain at peak performance and to protect against unnecessary risks associated with unauthorized maintenance providers. Choosing the right support partner matters just as much as choosing the right products. Adjustments to meet growth will be needed. User needs will change. Disasters happen. How will you handle these challenges?

While selling support services, unauthorized maintenance providers are not certified, putting your network and systems at considerable risk and invalidating your warranties. To make the best choices, we suggest that Avaya customers consider the following key questions:

  • When did you last check to ensure that your services provider was current on training or certified on the products in your network?
  • Do you have access to Avaya support staff with technical expertise? Anytime, anyplace, from any device?
  • How often are you involved in resolving issues that your non-Avaya provider should be preventing or auto-resolving?
  • Do you have sufficient time to work on new projects or innovation?

All Services Are Not Equal

How much does downtime can an unplanned outage cost your company? On average, it’s $2700 per minute. Some TPMs state that their enhanced service level agreement is four hours to restore! The average cost of an hour of downtime is a staggering $163,674. Can you afford that?

It’s important to understand that unauthorized and third-party maintenance providers do NOT have access to time and material support, intellectual property, replacement parts, software patches, or certification. Unauthorized maintenance providers also do NOT have access to:

  • Avaya’s award-winning EXPERT SystemsSM automated diagnostic and proactive resolution platform
  • Avaya training for products, diagnostic tools and methodologies (e.g., EXPERT Systems, Avaya Knowledge Management, and Avaya SLA Mon™ technology)
  • Avaya Tier 3 support engineers
  • Avaya’s battle-tested Emergency Recovery team

What’s in Your Support Services?

Did you know that Avaya’s lifecycle policy is designed to protect our customers’ investments and support their mission-critical networks even after our products move from End of Manufacturer support? Did you know that Avaya now offers Remote Only Support (access to Intellectual Property and remote technical support through to Tier 3), and Indefinite Access (access to Intellectual Property)?

Because unauthorized maintenance providers claim to provide 20%-50% savings versus the standard for the same or better service, it is best to make an apples-to-apples comparison. The best support services companies offer world-class customer service, as demonstrated by Avaya’s third year in a row win of the NorthFace ScoreBoard Award, which is based on actual customer satisfaction scores.

Remote automated diagnostics and resolutions help repair potential problems quickly, saving time and reducing the risk of an outage. Focusing on proactive problem prevention, rapid issue resolution and continual solution optimization helps make effective use of time and communications resources in alignment with your organization’s strategic objectives.

Avaya support comes with the following benefits:

  • 73% more likely to avoid an outage
  • Auto-resolution of 93% of alarm-generated service requests without human intervention
  • Restoration of 90% of outages in less than two hours

So, as the end of year approaches, it’s time to look forward. Consider your best options to keep your systems running at their peak throughout 2017. And remember, the quality of the support you get matters…especially when you most need it.

Serving Customer Buying Patterns Means Our Partners are “Living on the Edge”

Today’s business environment is a competitive and dynamic landscape that necessitates innovation in communications and collaboration. Technology solutions are more than mere infrastructure investments, they are business success enablers. This has led to a major transformation in customer buying patterns. Customers have changed how they approach, purchase, and deploy ICT—information and communications technology–and we’ve changed how we sell to customers. Simply put, customers are requesting as much agility in their solutions and infrastructures as they require functionality, if not more.

Here at Avaya, we recognized several years ago that one size NEVER fits all. That’s why we made the strategic decision to transition to a software-and-services-led company providing solutions and platforms. To keep pace with customer buying patterns, we totally changed our product mix, made everything available as a software component, and gave our customers more flexibility in how they consume our solutions.

That last point reflects another major shift for Avaya—we put our customers first. That may sound self-evident, something all companies should be doing all the time, but it all too often doesn’t happen in the IT industry. It certainly wasn’t happening at Avaya. In 2011, our Net Promoter Score was hovering in the 20s, placing us … well, on par with most of our competitors, which is to say not very good. Today, we’re at 59, or Best in Class, which is in the 50% to 70% range with Apple and the Ritz Carlton.

So, putting the customer at the heart of everything we do has paid off for us big time. Consequently, our channel programmes have to evolve taking that new reality into consideration and that is exactly what we have done.

This month saw the global launch of Avaya Edge, our brand new and streamlined global partner programme, designed to give our partners the edge in the marketplace. Our vision for the new programme has three pillars:

  • Put the customer first
  • Protect and represent the Avaya brand
  • Be highly rewarding for the professionals and organisations that are a part of the programme, wherever they may be.

Avaya Edge also addresses some of the biggest needs for technology partnerships—a simpler structure, greater benefits, and flexibility—and builds them in as the key defining characteristics of the programme. To achieve that we gave our partners a choice to decide in which marketplace they would like to thrive, i.e., Enterprise or Mid-Market, since each of those segments require different level of profiles, skills and investments.

Here’s another way we’re bringing partners more closely into the fold. In previous years, we’ve hosted separate events for partners and customers around the globe. The partners had their own specialist Avaya Partner Forum event, while customers attended Avaya Technology Forums. Fair enough, specialization is not exactly a bad thing—but achieving the best possible outcome requires everybody pulling together in the same direction. The Avaya business teams, our partners (resellers, systems integrators, distributors, etc.) and, above all, our customers need to be aligned if we are all going to achieve our business objectives.

This month in Dubai, we’re hosting Avaya Engage—our first event that brings everybody in the Avaya ecosystem under one roof. Avaya executives will meet with partners, customers and industry leaders, giving everybody an equal opportunity to network, learn latest industry trends and understand where Avaya is going.

Get more details on Avaya Engage in Dubai. I look forward to seeing you there.

 

Make or Break: The Customer Experience Imperative for Midsize Businesses

According to the Wall Street Journal, 2016 Thanksgiving and Black Friday sales have already accounted for more than $3 Billion in “desktop spending”—aka, e-commerce. While many of these purchases are simply one click and a check off of gift lists, the customer probably made several decisions well before the submit-order button was activated. Whereas item and price have been the primary drivers of purchasing decisions, the customer experience is increasingly the new battleground.

  • We know that customers tend to repeat shop at places where both the self and assisted service is efficient and knowledgeable.
  • We know there is an expectation that they’ll be able to use mobile, desktop, voice channels—often all of them in the course of a transaction.
  • And we know that making them repeat information over and over is a black mark against the perceived experience.

Big companies can and are dedicating investments and resources to digital strategies focused on an elevated customer experience that checks all items on the list above. But if you’re a midsize business, is it even possible to break through the bulwark of expectations and large enterprise investments, and stand out from the crowd on customer experience alone?

At Avaya, we strongly believe the answer is a resounding YES! We are well aware that what goes on behind the scenes to coordinate the customer experience can be dauntingly complex. The latest release of Avaya IP Office Contact Center takes into account midsize businesses’ needs and requirements for simplicity and affordability, and the desire to deliver a top-notch customer experience.

Tips for Creating an Outstanding Customer Experience

Midsize businesses can ensure their customer experience sets them up for the kind of preferred vendor relationships that lead to profitability, growth, and long term customer loyalty.

  • Integrate Multichannel Customer Contact into Your Strategy

    An overwhelming majority of customers expect organizations to offer different channels to meet their needs, and make it easy to do so (Marcus Hickman, The Autonomous Customer 2015). Avaya IP Office Contact Center enables a midsize business to offer web chat, email and voice as an integrated, multichannel customer interaction strategy.

  • Drive an Efficient Experience with Skills-Based Routing
    It doesn’t help to offer multiple channels if the channels are kept separate within the company. For example, web chat is a great way to capture the customer while they’re in the evaluation stage on a website and turn them into a buyer. But if the channel only goes to those handling web chat and not the best agent for the customer needs, you may end up with someone who’s more frustrated than satisfied.Avaya IP Office Contact Center can help companies optimize their multichannel strategy, providing voice, email and web chat and enabling skills-based routing that can get customer inquiries to agents who are best qualified to handle them, including choice of channel, expertise, and past experience with a particular inquiry or customer. This can create a much more efficient experience by increasing first contact resolutions, reducing interaction handling times, reducing or eliminating transfers to other agents, and reducing callbacks.
  • Drive More Efficiency by Letting Customers Serve Themselves

    The preference to use self service is on the rise, and can be a money saver for the company and a time saver for the customer. For those that call in, an interactive voice response (IVR) can greet and direct callers, allowing them to use speech recognition or their touch tone keypad to get answers to common questions. This may quickly resolve issues without involving live assistance, or if needed, quickly get the customer to the right agent.

  • Narrow the Gap by Using Agent Downtime More Efficiently

    Undoubtedly, there are times when incoming interactions are slow. This is a perfect opportunity to automatically start outbound or proactive marketing campaigns and fill in the gaps between peak times and seasons. With Avaya IP Office Contact Center agents can use predefined scripts during outbound call campaigns to help increase sales revenue and upsell opportunities, to reduce accounts receivable backlog, or generate sales appointments for field sales.

  • Make Faster Connections: Link Your Customer Engagement Platform to Your CRM System

    Your CRM system can be a tremendous boost to contact center agent productivity by simply linking one platform to another. Now, agents don’t need to search for customer details or create activity records—it’s all in one place. From here they can click to dial or email from customer records, greet customers by name, and quickly access relevant information for more personalized, well informed customer interactions.

  • Look Back to Go Forward: Measure to Identify and Pursue Improvement Opportunities

    Companies need to determine what success looks like to understand if they’re on the right path. For the contact center, KPIs should be outlined by an agreement on what’s important to the business. Metrics such as new customer acquisitions, new and repeat sales, debt collected, or sales appointments made can be good starting places from which you establish a benchmark to chart future progress. Contact centers may also want to measure some of the more traditional indicators such as number of interactions handled, number of first contact resolutions, wait time, etc. And here’s a strong tip: Tout your customer experience metric successes to demonstrate the positive impact your contact center is having on the overall business.

If you’re an Avaya IP Office company and not already using IP Office Contact Center, make a New Year’s resolution to check out all it can do for you to make the next peak season one that breaks records—not backs.