Avaya Services: Panel Discussion
Welcome to Avaya ENGAGE Las Vegas 2017. View Mike Runda, Sr. VP and President, Avaya Client Services, leads a panel discussion to learn more about the services transformation.
>> Ladies and Gentlemen, please welcome Mike Runda, Senior Vice President and President of Avaya Client Services.
>> Good morning.
>> Good morning, everyone. Thanks for getting up bright and early to see the services presentation. Been asked all week when we're getting up on stage, and I said we wanted to save the best till last.
So here we are this morning to walk you through what's going on with our services team here. How are we evolving along with Avaya to really make it so that you guys can get the business results that you can, out of the products and the features that you purchase from Avaya.
So, we talked a lot this week about IoT and being connected. In the next 20 minutes or so we're gonna go through how you're gonna get connected to Avaya services in the future state. We've talked a lot also about Oceana, Equinox, things like that. We'll walk you through how we're using Oceana inside of Avaya as well.
What we're learning from that, and we're gonna bring that experience out to you as well. So this morning I'd like to bring up to the stage three of my key team members. And we're gonna walk through the transformations that we've undergone in the past four or five years, as well as where we're going in the future state.
I know this is my sixth year up here on this stage, I think some of you were here when I had black hair. Any of you guys, were you here then? A couple of you, you were here then? So we've really helped move Avaya a long way down the path towards becoming a services and software company, away from the hardware company that we were when I started here six years ago.
So, wanna bring up on this stage, first, Tom Brennan, the leader of our GSS group. Tom, come on up, we're gonna talk about what you've been doing with the maintenance software. So, welcome.
>> Thank you.
>> Have a seat anywhere, preferably to the far right.
>> [LAUGH] Next we'll bring up Carl Knerr, who really is the leader of technology that helps connect us to you guys.
He's gonna walk through what we've done on connectivity, as well as where we're going with this. So Carl, welcome. And finally, I'd like to bring up David Rolling. David is now head of our PS group, Professional Services group. He'll walk through where we're going on with PS and the big transformations coming up there.
So, welcome, good morning. Have a seat you guys. You guys comfortable?
>> [LAUGH] Great, good. All right, let's start with you, Tom. Talk us through a little bit about the past three or four years, where we've come on transformation of one dot and GSS.
And, on the maintenance side, how we've connected to our customers and how we're helping to drive the business outcomes.
>> Be happy to. Good morning, everyone. Well, first of all, we have to talk about what it was like in 2012. You mentioned primarily hardware people, kinda stuck in doing things a certain way for ten, 20 years.
And primarily high cost voice channel was the only way you could access support services. We also had growing backlogs, we had management escalations, we had high cost of delivery and pressure to improve customer satisfaction, and improve margin. And so with your leadership and unwavering support, we embarked on a massive transformation to change as more segment up here talked about.
Not only the technology which is an enabler, but it's also about people, process, tooling and culture shift, which is a massive thing we had to do here at Avaya. And to do that we needed to unlock the potential of our engineers, and get the knowledge out of them and into our knowledge base.
Make that readily available to all of you and our partners. And we had to introduce multiple channels of support so a customer can choose alternative paths, whether it's a Ava, our virtual agent, or one way, two way video, or any of the other channels that we offer. Again, customer choice.
We also invested quite a bit in tools and technology, and connectivity, and SAL, and expert systems in these kinds of things. Again, to improve productivity but to improve the ability for our customers and partners to better manage their systems as well. And all this resulted in some pretty good business results, we tell this transformation story quite a lot.
Our top performer retentions improved, all our KPIs improved, the backlogs came down, the escalations came down and margin improved dramatically. So it's a very good business story, and transformation.
>> That's a great.
>> And super high CSAT scores over the years have really made the difference, both net promoter and customer stat, right?
>> Yeah, and as a matter of fact just churning up ever since we started this, and right now it's I think at 4.6 out of 5 on the transactional CSAT, so very, very good.
>> That's fantastic. We've talked about Internet of things and Oceana. And can you walk us through where we're going with maintenance on that front?
>> Yeah, so I've called that first part of our transformation effectively over and we are now embarking on our next phase of digital experience, of transformation. And this is gonna be powered by Oceana, we're pretty excited. But again, it's about not only the enabling technology but tools, and people, and culture.
And so this is all gonna be about proactive, preventive. Connectivity is absolutely key. It's gonna be active content in the workflows. We're merging our tools and diagnostic capability with guided resolution, those kinds of things. And this is all about getting systems better connected to systems, systems to content, people to content, people to people in an attribute matching way with context.
So we're pretty excited about the capabilities of Oceania. And we're actually live with our own internal instance at a limited deployment today, believe it or not, on the 31st of January. We're learning rapidly and we're looking forward to deploying more and more capabilities. Because at the end of the day, our job is really to take the talents and skills and the experience that we have and really help you achieve your outcomes that you want when you deploy our technology.
>> That's fantastic. So, thanks.
>> You talked a little bit about connectivity and how we've tried to improve that over the years and, Carl, you've been a key person in making that connectivity happen. Why don't you talk us through a little bit about where we've been with connectivity.
What's so important about it? And maybe a little bit about the security concerns you see as you talk to customers about it.
>> Sure, thanks, Mike. So, as Tom was saying, for us to take our services and our customer experience to the next level of being proactive, we have to be able to communicate with the Avaya systems that are deployed in your environment.
And to do that, we know that our customers are concerned about security, and rightly so. So instead of buying a VPN solution off the shelf, we actually designed our own that we call Secure Access Link or SAL. And what's different about SAL than other solutions is that all connections are actually established outbound.
Meaning, its actually the SAL Gateway in your premise that calls home to Avaya, not Avaya connecting in. And what that means from a security perspective, is on your firewall, you only need to allow outbound Web traffic. That's it, and that provides a much more secure solution, and something that customer IT departments are willing to do.
To further secure the environment, we allow customers to put policies in place, where you can decide who has access to what systems and when. And if you want you can force that every time someone from Avaya, or a business partner, would like access, you have to be notified and manually provide approval.
That makes sure that the customer is in complete control whenever anyone wants to get in, and no one's getting in when they don't know about it. And with those security enhancements and the new ones that are coming out with SAL 3.0 next month, we have over 6,000 customers that have an active SAL gateway working in their environment today.
>> That's fantastic, 6,000.
>> So customers like the tool, they're giving you good feedback about it. What can they expect once they do get connected, what happens?
>> So with SAL alone, we know that customers receive a 42% faster time to resolution. So from the time they open a ticket to the time it's closed, that's significantly reduced.
>> That's huge.
>> But that's really just the beginning. Cuz with SAL in place, we then can do our alarm management solution that we call experts. And experts were able to receive the alarm coming from an Avaya product. And not only process and open a ticket, we've actually developed thousands of scripts that remotely connect back into your product and clear the alarm scenario programmatically in a minute or two.
And not only that means that we're solving that issue that much faster, we're actually able to catch an issue before it snowballs into a full on outage. In fact, customers that use experts are 73% more likely to avoid an outage. So if you think about how impactful an outage is to a customer.
And the customer's customer. Right? A solution like this that can prevent those outages from happening are key. This last month we launched our help check tool. It's a new web based application. That allows you to validate either at on an as needed basis or on a schedule. That remote connectivity's healthy.
Alarming's working properly. And then we can actually run a battery of tests against your product. Do a full inspection and make sure everything's working properly, right? The net's properly configured. High availability is where it should be, ect. And then those results can be emailed to you, the customer, as frequently as you'd like.
And lastly, we have a tool called a. And I think this is one a lot of you saw demoed at the booth yesterday, all week. And that's a tool that you can deploy and use yourself. Your IT department can use it to remotely control and get packet captures on our phones.
But also monitor your underlying data network. So you can see whether or not your data network, whether it's Avaya or another vendor, is providing sufficient quality of service so that your voice and video applications can perform appropriately.
>> That's fantastic. Almost 80% less likely to have an outage if you're connected right?
>> Yeah, that's right.
>> And know all about your network at the same time.
>> That's right. That's great.
>> I think a couple of our customers have been doing this very well. Do you want to recognize a few of them.
>> That's right. So getting a SAL Gateway deployed is a key part of it.
But there's more work that has to happen after that. We have to make sure the records are up to date. And that your CM and your experience portal and your ACC are properly onboard so that they're behind the SAL gateway so that we can get into them. And to do that, that requires work with the customers.
So that's the account team and the customers sitting down and reviewing the records, making sure they're accurate, and getting that all set up properly. And so we wanna thank, publicly thank, ten of our customers here in the room for having a really high remote connectivity rate. Some of these I've worked with personally where we've gone through the records and we've got reports that help them and got them fully connected.
And we know that that is no small task. But these customers now receive many, many less alerts, fewer tickets and are experiencing a much better support with Avia. So thank you to these ten customers, and thank you to all of you out there that are working to get your connectivity in place to allow us to serve you better.
>> Thanks. Great.
>> Appreciate it.
>> Yeah. [APPLAUSE]
Mr. Rollin, let's finish with you. And talk a little bit about professional services, kind of where we've been in the past few years, how we've connected, how we're really engaging our customers to really help those business outcomes happen.
>> Yes so, professional services also uses the conductivity that Carl just mentioned.
And one of the areas you see that in is its speed. Speed to engage with professional services and the speed of our projects. So I'll give a couple of examples, real world examples, that one of them happened just earlier this week. Our customers regularly engage with our support organization and some of those engagements, the customers are agitated because their application has failed.
It could be a power issue, it could be a hard disk crash, it could be a corrupted server, virtual server and in many cases the customers back up is restored with support organizations assistances. But in rare instances a few times every month the customer has absolutely no back up, so what you're left with is getting a customer to source a server.
And then professional services in a very rapid bases. Fully configuring, deploying, integrating, and testing that environment. The only way that happens is if we have remote connectivity. Monday of this week, a large US city had a voicemail system with 4,500 users. Hard disk crashed, no backup. So in a few hours with professional services and support services, we may be able to get that customer back up operational.
That would not have been possible without remote connectivity. Another example in the speed of a project. We have this project just closed last month. We were in support of a partner out of our Latin America region. That partner was a prime on a large project to get a building ready.
And have the communications infrastructure in place so that their end customer could move in on a specific date. Unfortunately, the facilities issues got the project further and further behind. So before even a via could come to the table. The project was massively behind. The partner had committed to SLA's a specific date with penalties.
So, they came to us and said I know your work is gonna be about five weeks of work. What can you to do compress that? I've got just a couple of weeks left before I start paying penalties for being late on my project. What we're able to do is mobilize some local resources, and then through the use of connectivity, additional resources throughout the Latin region as well as North America.
We worked 24 hours a day, 7 days a week, and in 11 and a half days we compressed that down. We're able to deliver the solution, including unit tests, solution test and assisted with user acceptance testing. And so because of remote connectivity, we're able to bring the full power of professional services.
And really help our partner, in this regard, achieve the date, they made their date, they did not have to pay any penalties. That's an excellent example of where connectivity allows speed of a project.
>> It's awesome, I like that connectivity really helps and another reason why it helps drive that business outcome that they're looking for.
>> It does.
>> Let's move forward then to finish with. Kind of what the future state of PS is and where you're going. And how we're gonna use the Internet of Things and our new product suite to come up with a better customer experience.
>> So we all heard Kevin mention that we're software services, about 75% right now.
We heard Gary talk about Cloud. And Avaya is powerful in Cloud. You see offers like subscription and the opt x elements of that. And all of those elements certainly have very strong software components. Are very world class leading features and functionality. But what sometime is and always notices that those are wrapped with services as well.
So when you're working with a cloud offer, not only are you getting the capabilities, but you're getting the services that are blended with that set of feature and functionality. Really with the point being customer outcome. So, shifting from kind of a product-centric view and the silo said Avaya has been in before.
And blending to a software services in a solutions set that brings those together. So whether it's cloud or subscription where we've blended the capabilities together, we're also looking to tear down the silo, so there are a lot of professional services consulting capabilities that we want to bring to bear to our customers that have support agreements.
So we're able to take whether it's optimization services, security, assessment services, and blend those in with our support agreements. So customers are getting a full mixed of the services, not a set of silos, and then the service is blended with software giving world class solutions to our customers.
>> It sounds like a huge opportunity for our customers to connect to us in a different ways then we had before. We'll end it here. Thank the three of you guys for coming up and talking what's gonna happen in the future state. As we evolve more to services and software company, these things become more and more important so, that connectivity is really important for all of you out there.
Get connected with us via- we have the tools, we have the process means to do it. A lot more services coming out, not just that upgrade time. And install time. But a continuum of connectivity with you is what we're looking to do, here in support. With that, thank you guys and have a great day.
Thanks everybody for being here.
>> Thank you.