Professional Documents
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Presented by:
Sun Ivy & NSE Inc.
Table of Contents
1. Proposal Overview
For Prudential’s Contact Center, the pressure to deliver positive results that provide competitive
advantage has never been greater. To achieve that advantage, your call center must come through on a
number of fronts. In today’s business climate, customer satisfaction is critical to PRUDENTIAL’S
success. So it’s vital for PRUDENTIAL’S Contact Center to deliver more consistent, personalized
customer service. In addition, you need to accomplish more with less. That means operating the Contact
Center at a lower cost while increasing agent efficiency and effectiveness across the enterprise. And you
must be able to do all of this while enhancing the business value of each and every customer interaction.
The right technology solutions can make all the difference in improving the ongoing productivity and
revenue potential of PRUDENTIAL’S Contact Center. Effective Contact Center solutions allow agents to
respond rapidly to customer demands. They provide for optimum load balancing based upon the
workhandling guidelines PRUDENTIAL’S firm wishes to implement—under both call surplus and agent
surplus conditions. They make the most of agent availability, skills, and experience and integrate readily
with other productivity tools in a multi-vendor environment.
Finally, and most importantly, superior Contact Center solutions lower PRUDENTIAL’S Total Cost of
Ownership (TCO) and increase PRUDENTIAL’S Return on Investment (ROI).
Avaya Contact Center delivers benefits in three key areas:
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Sources: James L. Heskett, Thomas O. Jones, Gary Loveman, Jr., W. Earl Sasser, and Leonard A. Schlesinger, Putting the
Service-Profit Chain to Work (HBR OnPoint Enhanced Edition, (Harvard Business School Press, December 10, 2003). Frederick F.
Reichheld and Thomas Teal, The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value, (Harvard Business
School Press, 2001).
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history, common segmentation strategies, business decision-making rules, and routing intelligence. To
optimize returns, a contact center solution must allow decision makers in PRUDENTIAL’S organization to
quickly take action and enhance PRUDENTIAL’S business whenever the opportunity arises.
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Figure 1: Avaya Communications Architecture
Requirements
Business
Define
Unified Access
Remote Network
Operations
Professional Services
Intelligent System & Network Management
Application Development
Managed Services
Architect
Solution
Business Applications
Outsourcing
MultiVantage™
Communications Applications
Implement and
Maintenance
Contact Unified Conferencing &
Telephony
Integrate
Center Communication Collaboration
Communication Services
Hosted
Converged Infrastructure
Network
Servers Gateways
Infrastructure
The architectural diagram shown in Figure 1 illustrates Avaya’s commitment to consistent, cohesive,
integrated communications across the enterprise with complete interoperability for:
• Unified Access: providing consistent, personalized, collaborative access to any media
communications at any time, from any where
• Communications Applications: offering the common framework, interoperability, modular software,
and flexible capabilities to meet particular business requirements and industry needs, including
our new architecture for contact center solutions, Avaya Customer Interaction Suite
• Converged Infrastructure: enabling simplified solution design, deployment, and management with
an open standards platform, multi-vendor integration, and common administration tools
• Global Services: supplying the expert services that surround the architecture with a single point-
ofaccountability and a comprehensive portfolio of support from initial consulting and development
to maintenance and managed services
Within this powerful communications framework resides the Avaya Contact Center solution, Avaya
Customer Interaction Suite, which carries suite-based architecture to the next level by offering Avaya’s
robust contact center capabilities in one integrated, modular, open-standards suite (see Figure 2).
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Figure 2: Avaya Customer Interaction Suite Architecture
As shown in Figure 2, the Avaya Customer Interaction Suite architecture connects people and processes
across the enterprise with benefits for:
• Customers: with consistent multichannel communications and personalized customer services
• Agents: extensive multi-location interactive capabilities for productive “right” agent support, i.e.,
routing the right contact to the right agent with the right information at the right time
• Enterprise: modularity for cost-effective leveraging of the current infrastructure and cohesive,
multivendor integration for efficient operations, business process optimization, and connectivity
across multi-locations
Specifically, this suite-based architecture features a versatile array of enhanced capability areas that can
be purchased, deployed, and used according to each enterprise’s particular contact center needs for:
• Contact Management: making it easier for customers to interact with businesses to increase
agent productivity, optimize investments and management, and reap better returns from every
customer contact experience
• Self-Service: enabling convenient, intelligent, and automated service via voice, Web, and email
while lowering total interaction costs and eliminating the need for additional staff resources
• Proactive Contact: building relationships by anticipating and satisfying customer needs, better
managing inbound and outbound contacts, identifying added cross-sell and up-sell opportunities,
marketing more effectively, and reducing overall operating costs
• Operational Effectiveness: enhancing customer satisfaction with real-time monitoring and
historical insight that improves business decision-making, planning, and overall performance
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As shown in Figure 2, underlying these capability areas is the valuable relationship between the Avaya
Customer Interaction Suite architecture and the extensive support that is readily available in solutions
that integrate CRM/Business applications (through Partner Adapters), deploy contact center solutions
(via Avaya Global Services personnel), and enable extensive, enterprise-wide connectivity as follows:
• Enterprise Applications Integration: supports open standards integration to business applications
such as Siebel 7, pre-written Partner Adapters, and services integration with PeopleSoft, SAP,
Onyx, and E.Piphany
• Avaya Global Services and Professional Services Integration Solutions: add the expertise and
worldwide resources of Avaya services professionals to every facet of an enterprise’s contact
center for implementation, integration, and maintenance of contact center applications. These
services also support integration that connects the contact center to an enterprise’s front and
back office applications as well as a wide range of third-party products across the infrastructure
from Enterprise Resource Planning (ERP) applications to operational effectiveness and workforce
management packages.
• Avaya Enterprise Connect and Avaya Global Connect: include Avaya Customer Interaction Suite
applications and Avaya IP Telephony systems as part of an integrated solution that extends
seamless, high-quality connectivity across multiple enterprise locations from headquarters to
remote branches, virtual sites, and global centers
Finally, with Avaya Customer Interaction Suite, capabilities can be used in their entirety as a complete
solution, deployed gradually in a “start small and grow” scenario, applied as an easy migration path to
add new features and functionality that compliment a contact center’s current capabilities, or even added
to simply enhance integration between components in a contact center’s existing infrastructure. This
flexible, modular architecture enables enterprises to leverage existing investments by adding and
expanding solutions as needed while avoiding cumbersome upgrades or costly replacement strategies.
PRUDENTIAL’S existing network.
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• Simple, elegant application infrastructure. This design delivers full scale on a single set of stateful
fail over, Linux based, server appliances.
• Highly secure application processing. The Avaya processing complex can be completely isolated
from the corporate LAN/WAN if desired, and IP phone conversations completely encrypted to
prevent eavesdropping.
• Network agnostic architecture supports a range of configurations from 100% IP, 100% TDM, to
any mix in between. Avaya’s Contact Center philosophy is to define the problem, develop a
solution, and then determine the appropriate network transport. Sometimes the decision is all IP,
sometimes it remains TDM, most frequently it is a mix of both. It is only within the context of a
larger Contact Center business problem that the transport technology has any relevance.
• Services including application and network design, integration, implementation, security, business
continuity, maintenance, and support are available globally.
2. Solution Design
MultiVantage™ Contact Center Overview
Avaya Call Center Basic is included at no additional cost with each and every Avaya Communication
Manager 3.1 system without requiring a separate ACD system, server, hardware, or software. Call
Center Basic includes basic ACD functionality including call queuing, basic announcements, direct
(linear) call distribution or uniform call distribution (most idle agent hunting), agent login/logout, agent
work states (Auxiliary Work, After Call Work, Auto In, Manual In, Auto Available, Auto Answer), agents
logged into multiple splits, multiple call handling, Service Observing, VuStats, and more. Basic Call
Management System (BCMS) is also provided with Basic Contact Center at no additional charge. BCMS
provides “built-in” Contact Center reporting capabilities without requiring any adjunct server or software.
For more advanced ACD requirements, Avaya Call Center 3.1 is now available, as an optional overlay to
the included Call Center Basic, in three (3) scaleable packages designed to suit the particular needs of
PRUDENTIAL’S business:
• Avaya Call Center Elite: Our most popular package features Avaya Expert Agent Selection
(EAS) skills-based routing and the full complement of advanced Call Vectoring conditional routing
capabilities. In addition, the Elite package now includes:
– Avaya Virtual Routing – offers the ability to have separate Call Centers operate as a single
virtual Call Center by effectively load balancing work activity across centers.
– IP Agent Shared Control – provides a common soft phone desktop for all agents and allows all
agents to be IP enabled. IP Agent shared control allows the IP Agent application to control
DCP or IP terminals directly, i.e. without the need for CTI support. Agents can use either the IP
Agent application or the telephone phone buttons for feature activation or call control. It is
used for an on-site agent option to enhance the capabilities of the DCP or IP terminal through
the use of the IP Agent user interface. This now allows for a consistent agent soft phone
desktop for all agents, enabling even legacy DCP Callmaster terminals to function as IP
Agents. IP Agent Shared Control licenses enable advanced communication application
features such as instant messaging, screen pop and VuStats Monitor, all of which can provide
agent productivity enhancements.
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BCMS provides basic “built-in” Call Center reporting capabilities without requiring any adjunct server or
software.
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– Auto-In mode – In auto-in mode, the agent automatically becomes available for answering
new ACD calls upon disconnecting from an ACD call.
– Manual-In mode – In Manual-In mode, the agent automatically enters ACW mode for the skill
upon disconnecting from an ACD call and is not available for any ACD calls. To become
available for ACD calls, the agent must manually reenter either auto-in mode or manual-in
mode.
– After Call Work mode – An agent should enter ACW mode when he or she needs to perform
ACD-related activities, such as filling out a form as a result of an ACD call. The agent is
unavailable for ACD calls to all skills while in ACW mode. Communication server
administration determines whether the agent remains in the Most Idle Agent queue while in
ACW. When an agent is in the Manual-In mode and disconnects from an ACD call, he or she
automatically enters ACW mode. Although no longer available for ACD calls, the agent is still
available for non-ACD calls.
Add/Remove Skills
The Add/Remove Skills feature allows an agent using Expert Agent Selection (EAS) to add or remove
skills. Agents can dial feature access codes (FACs) to add or remove a skill. Or a supervisor with console
permission can enter an agent’s login ID and add or remove an agent’s skill.
Auto-Available Skill
Auto-Available Skill (AAS) allows members of an ACD skill to be in auto-in work mode continuously. An
agent in auto-in work mode becomes available for another ACD call immediately after disconnecting from
an ACD call. AAS is used to bring ACD agents back into auto-in work mode after a system restart.
Although not restricted to such, this feature is intended to be used for skills containing only nonhuman
members - for example, recorders or voice response units (VRUs).
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calls, when allowed by Class of Restriction (COR). The Direct Agent Calling feature of Expert Agent
Selection software allows you to direct a call to a specific agent login ID and have that call treated as an
ACD call. Direct Agent Calls are treated as ACD calls with the following capabilities:
• Calls may queue for the agent.
• Agents can receive zip tone when these calls are delivered.
• Agents may have After Call Work, Stroke Counts, and Call Work Codes (with optional Avaya Call
Management System) associated with these calls.
• Basic Call Management System and Avaya Call Management System correctly measure these
calls as ACD calls.
• Direct Agent Calls can have the highest priority of any calls.
• Routing to a Call Coverage path, if assigned, or to a VDN if no coverage path is assigned.
• A system-wide Direct Agent queue delay announcement
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often burn out or complain of unfairness. With Least Occupied Agent, hot seats are eliminated. The mix
of calls a multiskilled agent takes will now include fewer of the kinds of calls handled by single-skilled
agents.
Logical Agent
The Logical Agent feature is a capability provided with Expert Agent Selection (EAS) software. With the
Logical Agent feature, an agent’s ACD Login ID is associated with a particular voice terminal only when
the agent actually logs in at that terminal. When the agent logs off, the association of an agent’s ACD
Login ID with a particular voice terminal is removed. Numbers from the system station numbering plan
are used to assign ACD Login IDs. Agents become logical entities and not physical entities. Logical
Agent allows ACD agents to log into any voice terminal on the system regardless of type, designation, or
location. This can be very useful when additional ACD positions are needed on short notice or when a
disaster strikes. All agents in the system can be designated as Logical Agents if desired.
In addition to skills, the following capabilities are associated with agents' login IDs.
• Calls – Calls to the Login ID reach the agent independent of the voice terminal the agent is
currently using. These can be Direct Agent calls (calls to a particular agent treated as an ACD
call).
• Name – Calls to the Login ID display the name associated with the Login ID and not the name
associated with the voice terminal. This is also true for calls made from a voice terminal where an
agent has logged in.
• Coverage – When the agent is logged out, or when calls go to coverage because the agent is
busy or does not answer, calls to the Login ID go to the coverage path associated with the agent
and not the voice terminal. When an agent is logged out, calls go to the agent's busy coverage
destination.
• Restrictions – Calls to the Login ID or from the agent use the restrictions associated with the
agent and not the voice terminal.
• Work Modes – A single work mode button applies to all the skills assigned to the agent currently
logged in. The Multiple Skills feature allows agents to log in to up to 60 skills simultaneously.
• Message Waiting Lamp – This lamp by default tracks the status of messages waiting for the
logged in EAS agent Login ID rather than messages for the physical terminal. If desired, the
Message Waiting Lamp can be programmed to track the physical terminal.
• Auto-Answer – With EAS, auto answer settings can be assigned to agents on the Agent LoginID
form. An agent's auto answer setting will apply to the station where the agent logs in. If the auto
answer setting for that station is different, the agent's setting overrides the station's setting.
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Other physical attributes of a voice terminal, such as button administration, do not follow the agent.
Most Idle Agent (MIA) Treatment for After Call Work (ACW)
You can choose whether Agents in After Call Work (ACW) mode are or are not in the eligible-agent
queues for the communication server.
Reason Codes
Reason codes allow agents to enter a numeric code that describes their reason for entering Auxiliary
(AUX) work mode or for logging out of the system. Reason codes give contact center managers detailed
information about how agents spend their time. You can use this data to develop more precise staffing
forecasting models or use it with schedule-adherence packages to ensure that agents are performing
scheduled activities at the scheduled time. You can administer the codes so that entry of the code is
forced or optional. Beginning with 3.0, you can have up to one hundred AUX reason codes, including a
default code (0).
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Remote Logout of Agents
Remote Logout of Agent can be used to discontinue the delivery of ACD calls to a station that is no
longer staffed by the agent. The Remote Logout of Agent feature allows a user to logout an idle ACD
agent without being physically present at the agent’s station. The user who is logging out the agent can
be locally or remotely located. A restricted set of users (supervisors) can log out an agent using a feature
access code on the switch or remotely via Remote Access or (with Call Vectoring) a Vector Directory
Number (VDN) and vector programmed for this purpose.
Variables in Vectors
Support of conditionals in Call Vectors that can be set by the user and/or external conditions provides
added flexibility in allowing changes to call processing based on customer selected variable values. Each
variable is assigned as a certain type, which in turn specifies its characteristics and how it gets set. The
variables can be either globally applied or locally applied, and Call Vector processing can be more easily
changed by the user and/or external conditions. The global variables are set for the system and local
variables are set for individual calls. By improving the general efficiency of vector administration,
manager and application control over call treatments is increased and the creation of more flexible
vectors can better serve the needs of the whole contact center operation. This capability is available as a
standard component of Elite Call Center package.
VDN Variables
You can create general-purpose vectors that support multiple applications with call-wait treatments that
are tailored to the application. Call centers have many vectors that use the same basic call flow but are
unique because each requires unique announcements, route-to destinations, holiday tables, vector
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routing table indexes, and conditional limits. The VDN variables allow you to create a generic call flow
vector. The unique items are now designated on the VDN form using VDN variables. VDN variables can
drastically reduce the number of vectors needed, ensure common flows, and ease administration during
crisis times when the flows need to change due to an unforeseen event. Unforeseen events can include
problems with trunking, staffing, or messaging.
Vector Subroutines
Avaya Communication Manager supports Vector Subroutines. Subroutine calls for vector processing will
be provided through use of the “goto vector” command and a new “return” command allowing the use of
common vector programs by many different vectors. This feature helps customers consolidate redundant
vector routines which will help reduce the need for more vector capacity and simplify administration. This
enhancement supports the creation of vector routines that can be utilized by many other vector programs
without duplicating the same sequence in each vector. It should significantly decrease number of steps
and vectors required.
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center management—we have solid customer data that the Best Service Routing strategy, locally or
remotely deployed, is effective.
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Avaya Virtual Routing supports enhanced information forwarding to provide valuable details along with
each routed call. The information “attached” to each call may include:
• Vector Directory Number (VDN)
• Caller-supplied collected digits
• Dialed Number Identification Service (DNIS)
• Accumulated time waiting.
Avaya Virtual Routing also passes along a Universal Call ID (UCID), a unique identification “tag” that is
attached to each call and remains with the call as it is routed through-out PRUDENTIAL’S network. This
allows for lifetime tracking of calls routed among call centers, Avaya Media Servers systems, or switch
adjuncts such as the Avaya Interactive Response system. PRUDENTIAL’S call center can utilize this call
data and PRUDENTIAL’S existing business databases for CTI applications, generating screen pops of
caller information to help agents provide personalized, efficient, satisfying customer service. As a
manager, you can also access this call data by using a reporting tool such as Avaya Operational Analyst
for comprehensive, cradle-to-grave, call center analyses.
IP Trunking
DEFINITY® IP Trunking (IP Solutions) can also support the Avaya Virtual Routing poll over an IP network
between sites and can be used for Avaya Virtual Routing and Look Ahead Interflow since this trunk type
can also emulate ISDN PRI trunking. IP Networking is added to IP Trunking to allow the emulation of
IDSN-PRI protocol. This should eliminate any problems with carriers who have not been certified.
Best Service Routing (BSR) polling over remote Internet Protocol (IP) trunks allows polling vectors to
include a BSR application plan that routes calls through a remote IP trunk, and collects wait time and
available agent data using TSC (Temporary Signaling Connection) messages over IP trunk groups.
Previously, polling would require a B-channel (Bearer Channel) as well as a D-channel. The B-channel is
the voice portion and the D-channel is the signaling portion of a call on an ISDN (Integrated Services
Digital Network) trunk. With this enhancement, the signaling portion of a BSR poll is now handled by the
new QSIG Temporary Signaling Connection (TSC) protocol without setting up a voice call. The QSIG
protocol defines message exchanges at a point between two switches. QSIG TSC is also known as
CISC (Call Independent Signaling Connection).
This enhancement eliminates the need for the expensive media processor board (MAP D or MedPro
Prowler) if voice calls over IP are not required. This board established BSR Polling as a voice call, even
though it only exchanged signaling information. Because the QSIG-TSC protocol performs BSR polling
over IP trunking without using a B-channel, the B-channel is freed for voice transmission.
The increased B-channel availability on the trunk:
• Provides a significant gain in available communication bandwidth between contact center sites
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• Allows polling to happen all the time
• Frees one Bearer Channel to support call completions, offering more line availability
• Provides a significant cost savings with the elimination of the associated IP solutions hardware
media processor (MedPro) board
• May favorably impact processor occupancy
Conclusions
The award winning Avaya Virtual Routing suite delivers enhanced performance by overcoming the
limitations found in other approaches to multisite routing, allowing for both agent and call surplus
conditions to be addressed with significant improvements to customer and agent experience. Leveraging
Avaya Virtual Routing and Avaya Business Advocate enables you to simultaneously balance the needs
of PRUDENTIAL’S customers, PRUDENTIAL’S agents, PRUDENTIAL’S managers, and PRUDENTIAL’S
business plan.
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• Desktop - Contact Center Express Desktop, Supervisor, Agent, Wallboard, Contact Center
Express Reporting, Contact Center Express Control Panel and MS CRM Connector.
• Server - Media Director, Preview Contact Media Store, Email Media Store, Simple Messaging
Media Store, MSN Messenger Gateway, AOL Instant Messenger Gateway, Short Message
Service Gateway, Web Chat Gateway, License Director, Application Management Director,
Configuration Server, XML Server IVR Server, Call Routing Server, Interaction Data Service,
Contact Database, SQL Plug-in, Rules Plug-in, SOAP Plug-in, Script Plug-in.
• Developer - Developer
• Enhance Contact Center Express making it better meet the growing needs of the Mid Market
o Enhancements to:
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Email
Web channel
Schedule Callback
User interface refresh
Support of newest releases of AES, Elite Call Center, CMS, BCMR Desktop and
CM
o New Functionality
SMS channel support for mobile customers
AOL IM support
Pre-packaged reports available in CMS
Multimedia Overview
Contact Center Express Multimedia technology uses the phantom call capabilities of PRUDENTIAL’S
switch to deliver non-voice work items to contact center agents. Phantom calls are those generated by a
CTI (computer telephony integration) application that have no physical station as the originating point.
The Multimedia suite blends email and web-based customer inquiries with inbound telephone calls. It
also distributes internally held customer records to agents, prompting them to initiate contact with
customers by phone.
Email inquiries and outbound call requests can be controlled to coincide with different shifts, quieter
times of the day (low-peak call times) and times of the day when it is easier to contact customers.
Multimedia technology allows you to give queuing priority to inquiries from special customers. It also
allows you to reject messages from certain customers.
Multimedia work items are generated and distributed using the following Contact Center Express
products: Media Director, Media Proxy, Email Media Store, Preview Contact Media Store, Simple
Messaging Media Store, MSN Messenger Gateway, AOL Instant Messenger Gateway, Web Chat
Gateway and Short Message Service Gateway.
Multimedia work items are displayed on the agent's screen using the desktop application Contact Center
Express Desktop.
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• Phonebook Plug-in – Phonebook Plug-in allows you to integrate Agent with the Contact
Database. Without changing Agent's code, users can search a database phonebook for a contact
or group of contacts based on first or last name, dial a number and transfer or conference the
active call. The application is available in all 11 of Contact Centre Express' supported languages.
• MS CRM Connector – MS CRM Connector is a telephony plug-in for Microsofts's browser-based
customer relationship management application, MS CRM Version 3.0. It allows office workers to
call people in their Contacts and Accounts lists and view contact screen-pops with inbound calls.
• Compatible with Application Enablement Services – Contact Center Express 2.1 is fully compliant
with Avaya's Application Enablement Services (AE Services) software. Contact Center Express
already runs with CentreVu CT, Release 3.3, 9.1, 9.5 and 10.1, as well as Avaya CT, Release
11.1 (with Service Pack 3) and Avaya CT 1.2. All references to the Telephony Server refer to the
machine running CentreVu CT, Avaya CT or AE Services.
• Media Client offers spell check functionality – Media Client now allows agents to easily spell
check emails they are sending in response to an email work item. Emails can be spelled checked
within Media Client using the language dictionary the agent chooses.
• Media Client offers new email send option – In addition to the button on Media Client's interface
that allows users to send an email reply and close the work item, a new button now gives users
the option of sending a reply and returning to the original email work item.
• Agent supports Spanish (Colombian) – You can now run Agent in Spanish (Columbian). This
language joins the previously supported Spanish (Castilian), English, French, German,
Portuguese (Brazilian), Japanese, Korean, Russian, Chinese (Simplified) and Chinese
(Traditional).
Agent
Agent is an agent-specific application for contact centers wanting to optimize their computer telephony
capabilities. The callbar occupies minimal desktop space and features intuitive drop-down menus with all
the necessary call functions, including make call, answer, transfer, conference, deflect, hold and send
DTMF tones. Telephony activity is managed via computer keyboard or mouse, and it includes the ability
to access customer information stored within Agent phonebooks. Agent automates all stages of an
agent's telephone activity, including agent login and agent mode change, receiving collected digits, VDN
monitoring and sending user-to-user information.
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Agent Desktop – Boost PRUDENTIAL’S Agent Productivity
CCE Agent is a windows-based Computer Telephony Integration (CTI) application for optimizing
PRUDENTIAL’S call center. All stages of an agent’s telephone activity are automated with Agent,
including logging into queues, identifying and answering calls, and managing connected calls. The
application provides all the necessary call functions—make call, answer, hold, transfer, conference, etc.
—through an intuitive, graphical user interface. Agent supports all the agent functionality of Avaya
DEFINITY®, MultiVantage™, and Avaya Communication Manager contact centers. Dynamic call controls
present the agent with only the available options for a given call, minimizing error rates and training
requirements.
Agent is a Microsoft Windows ActiveX integration product that enables call centers to cost-effectively
integrate CTI with existing databases, customer management, or agent-related applications. Customers
can develop their own applications by using Agent as an out-of-process server, or by using its built-in
VBA Integrated Development Environment (IDE).
The Agent Callbar
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Agent is available in English, Chinese (Simplified), Chinese (Traditional), French, German, Italian,
Korean, Japanese, Portuguese (Brazilian), Russian, Spanish (Castilian) and Spanish (Colombian). In
addition, the application's custom language control allows developers to change existing strings to suit
local dialects or entirely new languages.
Microsoft Business Solutions CRM (MS CRM) is a browser-based customer relationship management
application that enables you to automate sales and marketing functions and to manage sales and
customer service activities in PRUDENTIAL’S organization.
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Agent Extension
Standalone Application
Wallboard Configuration
Wallboard's configuration allows you to customize the wallboard's layout (size, text color, background
color, scroll direction and speed, the text that prefaces statistics), as well as the wallboard's behavior if
certain thresholds are exceeded (whether the scrolling stops, changes direction, or the text starts to
blink).
Thresholds
Wallboard also features threshold functionality. If you have a few parameters you consider extremely
important (for example, service levels or the number of calls waiting) and you want any exceptional
statistics to jump out, you can apply a threshold to them. A threshold contains one or more alert values
that, when reached, force Wallboard to appear and behave in a different manner from the default
properties.
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• Join a call as an observer (the supervisor can hear the conversation but the agent and customer
cannot hear the supervisor)
• Join a call as a coach (only the agent can hear and talk to the supervisor)
• Join a call as a participant (the agent and customer can hear and talk to the supervisor)
• View the current state of each agent
What’s more, if Supervisor is connected to the Interaction Data Server, supervisors can:
• View statistics on the average length of time an agent is spending in After Call Work (ACW) and
Available modes
• View statistics on the number of calls the agent has taken
• “Click to coach” - send text-based messages to agents
• Send call-related data to the Interaction Data Server and agents
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The Supervisor Desktop
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Contact Center Express Desktop is available in 12 languages.
MS CRM Connector
MS CRM Connector is a telephony plug-in for Microsofts's browser-based customer relationship
management application, MS CRM. It allows office workers to call people in their Contacts and Accounts
lists and view contact screen-pops with inbound calls.
MS CRM Connector Dial buttons automatically appear in the toolbar of all Contact and Account records.
They represent the phone numbers stored in the MS CRM SQL database.
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Media Director – Queuing Email, Web Chat, & Outbound Contacts For PRUDENTIAL’S
Agents
The Media Director distributes non-voice work items to contact center agents. This item could be an
email, a web chat session or an outbound call request. The distribution of the work item is achieved
using the queuing algorithms built into the Avaya Communication Manager server.
Non-voice work items originate from plug-in modules called media stores. Media stores connect to
disparate sources such as email servers or web servers and interact with the Media Director and clients
using a well-defined protocol. When a media store receives a new work item from a media source (eg,
email server for the Email Media Store, webchat for the Simple Messaging Media Store, or SQL
database for the Preview Contact Media Store), it creates a work item object and passes a reference for
that object to the Media Director. The reference tells the Media Director what queue (queue ID) the work
item is to be associated with and what priority it must have in the queue. Using the information in its
configuration that relates specifically to that queue, the Media Director asks the Avaya Communication
Manager server (via the Avaya CT Server) to queue it to the appropriate skill group.
The Media Director uses the phantom call capabilities of the switch to generate a call and place it into a
specified queue. Phantom calls are those generated by a CTI application that have no physical station as
the originating point. This call is distributed by Communication Manager using standard queuing
algorithms and blended with other traditional voice calls.
When an agent logged into that skill group becomes available, Communication Manager server delivers
the most appropriate work item to the agent. The Media Director is monitoring the Vector Directory
Number (VDN) and sees the work item delivered to the agent. The Media Director transfers the work
item reference with the oldest, highest-priority (1-10 priority levels) object to the Media Proxy. The Media
Proxy delivers the reference to the correct client application based on the specified work item type. The
client application uses the reference to retrieve the data directly from the actual work item at the media
store.
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Every period, the email media store connects with the specified mail server and downloads new email
items. Email from one mailbox is matched with one email queue in the media store and each email
queue has a priority in which to send email to a certain Media Director email queue. Once downloaded,
the email in the mail server is deleted, the connection closed, and a series of processing steps occurs:
• Check for automated responses/error messages
• Check for allowed and denied senders
• Interrogate the email header for an existing conversation ID
• Check for priority customer status
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functionality required by these gateways, allowing you to blend customer text-based messages
(information requests) with inbound telephone calls.
Installed on a Microsoft SQL server, the Simple Messaging Media Store uses its configuration data and
the information specified in the database schema, to:
• send simple messages from different gateways to different Media Director queues
• give queuing priority to messages received from special customers
• reject messages from certain customers and automatically email them that this has happened
• only allow messages from certain customers to queue to a certain Media
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Blending in Outbound Work
The Preview Contact Media Store allows you to blend on-screen customer contact prompts with inbound
calls, essentially using this work to fill in the gaps between peaks in inbound call traffic. Preview contact
is defined as distributing a customer record to an agent so that the agent can initiate contact with the
customer by phone.
Installed on a Microsoft SQL server, the Preview Contact Media Store retrieves contact details from a
SQL database. The task to contact a group of contacts is defined in the database as a campaign. The
campaign is prescribed to start at a certain date/time and run until another date/time. It can run over
multiple time periods and may be recursive (eg. starting every Monday morning at 9:00).
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A campaign's configuration identifies which queue work items must queue to and their priority within that
queue.
The Outbound Administrator is a standalone application that allows the creation, deletion and
modification of various campaign data sets and the importing and exporting of contact data.
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o View the Log files generated.
• Note installing the Media Store in adirectory other than the default will require the Media Store
Manager .config file to be modified with the new Logfile path.
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o Media Client action
No action
Preview Contact – The agent will initiate the contact when ready.
Initiate Contact – The Media Client will initiate contact using the first number
listed in the contact form.
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currently available servers. Using the snap-in, a user can view and change configuration and
operation information about currently monitored servers.
When Application Management Director starts up, it opens a connection to all running Contact Center
Express media stores, License Directors and Media Directors it finds on the network. It asks those
applications to forward information relating to their configuration and operation. The Application
Management Console then displays that information in graphical tree structure.
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Simple Configuration
In its simplest configuration the Interaction Data Server receives information about a single switch.
Applications connect to it and request data about devices on that switch.
Complex Configuration
In a more complex configuration, the Interaction Data Server acts as part of a network of servers that are
receiving information from multiple switches. Applications are attached to any of the servers in the
network. Requests received from an application are forwarded to the correct Interaction Data Server to
be processed. The receiving IDS server will process the request then pass the response back to the
original IDS server.
Call Event Logging
The Interaction Data Server logs all call event data received from the Telephony Server to a SQL
database for future reporting. Logging may be turned on and off through initial configuration parameters
or dynamically while the Interaction Data Server is running. The server uses the Universal Call ID and
the switch identifier to store each event received from the Telephony Server. Either all or no events are
logged for a switch. The Interaction Data Server also stores agent login and logout events to the
database.
The Interaction Data Server receives event information from clients and stores it in the database as a
client event. Each client event is in the form of a name/value data pair. Logging of call-related events to
the Interaction Data Server database is independent of any other switch-related activity.
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The database passes back the extension number the call should be sent to (this could be a skill, split,
agent DN, DDI or international number). The number is then processed by the Routing Server and a
route selection request is passed to the Telephony Server and onto the switch/media server.
If the switch/media server doesn't receive the call destination within the wait-time specified in the vector,
it processes the next command in the list.
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allows a contact center or network administrator to change an application's configuration without needing
to go to individual desktops. All the information processed by the server is stored in a backend database.
License Director
License Director is a central repository for all Contact Center Express run-time licenses. License
Director manages licensing by accepting license requests from Contact Center Express applications. It
only issues the number of licenses that have been purchased or made available for trial. If the number of
licenses requested exceeds the number purchased, the request is denied.
License Director has no direct user interaction once it has been installed. License information is added,
deleted and modified using the Application Management Service.
Contact Database
The Contact Database is a SQL or MSDE-based facility for the storage and maintenance of telephone
directory data. The database is currently used by the desktop application Attendant. Attendant displays
the full directory of database contacts; however, the type of information on those contacts can be
customized to suit the application's needs. The database column name structure is modeled on the
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configuration of Microsoft Outlook's Contacts folder, simplifying the inputting process for database
administrators.
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Developer
Developer is a collection or ‘toolkit’ of ActiveX Component Object Model objects for Avaya switches.
Developers can use these controls to quickly build CTI applications without Agent. Developer controls
make it is possible to build the foundation of a soft phone with no coding required. Developer is the
development tool used by Avaya to create Agent.
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Operational Effectiveness
Avaya Operational Effectiveness tools provide comprehensive real-time monitoring for faster, more
informed management decisions, historical insight for accurate trending and planning, and enhanced
efficiency for better overall business performance. Using the common reporting and analytic tools that
integrate agent performance management capabilities and overall operational performance data
collection, organization, archiving, and analysis can create great efficiencies for PRUDENTIAL’S contact
center.
What's New?
Avaya Call Management System (CMS) 13.1 builds on the capabilities and provides additional
survivability options and expanded capacities. This new release gives customers more options to ensure
the availability of their contact center data and to support contact center consolidation plans.
CMS offers new capabilities and expanded capacities in conjunction with Avaya Call Center and
Communication Manager call center software. These enhancements are targeted at helping customers
more efficiently manage and report upon their call centers. They provide a clearer picture of the entire
path that a call takes.
The release of CMS provides two product versions: the standard CMS product and the CMS Expanded
AUX version. The CMS Expanded AUX product line adds support for 100 Auxiliary work reason codes in
addition to all of the benefits of the CMS product line features.
Enhancements
With Avaya CMS, customers can view live, real-time information-and see the immediate results of their
adjustments. They can also use historical reports to analyze trends, establish performance benchmarks,
and plan new marketing or customer service campaigns. Supervisors have access to real-time and
historical reports to help them effectively manage the performance of their personnel. A powerful custom
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report package lets customers modify real-time and historical reports or create reports that fit their
unique requirements. Extensive reporting of exceptions allows managers to quickly identify areas
requiring immediate attention.
CMS .1 builds on the capabilities of in conjunction with Avaya Call Center 3.1 and Communication
Manager 3.1 software:
• Administration for 2000 vectors
• Administration for Call Center 3.1 vector enhancements
• Survivable CMS
• Performance assessment and update documented
• Enhanced security for Supervisor
CMS offers new capabilities and expanded capacities to support Avaya Call Center 3.0 and
Communication Manager 3.0 software:
• Increase in AUX work codes to 100 (0-99) ( Expanded AUX option only)
• Support for 3,000 logged-in agents per skill (both releases)
• Support for Russian
• Administration for vector enhancements in Call Center 3.0 via the command line interface
• Support for the Sun Fire V890 platform
• Simplified SSH Installation
Avaya CMS now comes with more features as part of the standard product instead of optional features.
These additional standard features include:
• IBM Informix ISQL (Informix sequel query language)
• 10 ODBC drivers for ease of data exportation
• External Call History Authorized
• Enhanced External Call History Authorized
Avaya CMS Supervisor now comes with more features also. These features include:
• Report Designer
• Network Reporting
Avaya CMS helps customers keep in touch with virtually everything that's going on-whether they want to
evaluate the performance of one agent, a group of agents, a single contact center, or multiple locations
around the world. It's ideal for small, single-location contact centers or large, multi-location applications,
or anything between.
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You can administer PRUDENTIAL’S contact center effectively with Avaya CMS Supervisor. CMS is
accessible from direct, dial up, or LAN-connected, Windows-based PCs using Avaya Call Management
System Supervisor software instead of (or in addition to) direct connected or dial up dedicated terminals.
CMS Supervisor eliminates the need for a dedicated terminal, recovering desk space and reducing
hardware investment, while delivering all the advantages of a Windows and LAN environment.
The CMS Supervisor interface provides the following features and benefits:
• Windows Graphical User Interface allows you to monitor and move multiple agents easily with the
use of a mouse versus a series of commands; it also has the familiar look, feel, and increased
efficiency of traditional Windows features—point-and-click, drag-and-drop, and drop-down menus
• Ability to run other PC applications while actively monitoring call center conditions. You can run a
report minimized and be notified (through color/symbol changes) when an item has passed a
specific threshold.
• Enhanced, full color, graphical status reports can be generated in formats that are easier to
interpret at a glance.
• Customized threshold and exception alerting help call center managers rapidly respond to
changes within the call center
• Utilizing existing PC and LAN environments results in cost savings, recovery of desk space, and
protects infrastructure investments by eliminating the need for a separate terminal. Allows users
to print reports on any network printer for which the user has permissions.
• Expanded mobility with access to CMS from the desktop or laptop PC, within the call center, or
from remote locations via dial-up access or local or wide area network.
• Access and monitor multiple call centers simultaneously. CMS Supervisor supports multiple
windows as well as multiple instances allowing CMS Supervisor to connect to up to four different
CMS platforms simultaneously. A single CMS can support up to eight Avaya Call Centers.
• Automatic execution of CMS reports and ACD administration and other tasks with the Scripting
feature. The Scripting feature provides another method to automatically schedule and print
reports, make ACD administration changes, and perform other scheduled tasks. Scripting allows
scheduling of call center tasks such as agent reconfiguration, report generation, and vector
routing changes, with PRUDENTIAL’S PC scheduling package.
• Fast, easy creation of customized reports with Avaya’s new Report Wizard, available with the
optional Report Designer package, provides a wizard approach for easy, customized report
creation.
• Easy export of call center data to other Windows applications via clipboard cut and paste,
exporting to a file, optional Open Database Connectivity, or exporting to HTML (Hyper Text
Markup Language) for posting PRUDENTIAL’S results on PRUDENTIAL’S Intranet.
In today’s competitive environment, the performance of PRUDENTIAL’S contact center is critical to
PRUDENTIAL’S business success. For many companies, customer service is their only market
differentiator, making the contact center operation more of a strategic business asset than ever before.
For other companies, their contact centers are mission critical operations that provide the key links to
building strong, profitable customer relationships. In these and almost all other cases, the success of the
contact center is dependent upon management’s ability to effectively and efficiently manage its contact
center operations.
The call management system provides the information tools to help companies monitor and analyze the
performance of their contact center operations, allowing managers to easily see where improvements are
needed and to take fast, effective action. By fine-tuning customer service processes, companies are able to
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improve operational efficiency, build stronger, more profitable, customer relationships and achieve operational
objectives.
With the Avaya Call Management System (CMS) you get the tools you need to create a contact center
that delivers maximum performance.
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In the CMS Supervisor real time skill status display shown below the chart format and sorting order of
agents has been changed from the pie chart shown above and the agents are sorted in ascending time
order. Threshold highlighting is also illustrated showing agents spending excess time in Aux Work state,
a Service Level Warning, and an Oldest Call Waiting caution level.
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Double clicking
on an agent
name in the
report allows a
supervisor to
drill down and
access
individual agent
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CMS Agent Information Drill Down Report
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The Split/Skill report shows the calls handled, agent time and assists, and transfers and holds for each
agent in a split/skill. Only the time each agent worked in the specified split/skill is shown on the report.
The report is available in daily, weekly, and monthly formats.
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Avaya Call Management System (CMS) Sun Netra 210 Platform
CPU 1.3GMHz UltraSPARC® IIi processor with 512 KB Level 2 cache
The standard ship in the platform is 1024MB. Expand to 2 GB in
Memory
512MB increments.
Graphics card Sun PGX64, 2-D graphics with 8 MB of SGRAM.
Monitor 17” (16” viewable), .28 mm dot pitch color monitor
Ethernet RJ-45 10/100 auto-sensing and auto-switching
connector
One internal 73 GB EIDE 7200 RPM hard drive. Two internal 80 GB
Hard Disk
hard drives with Disk Mirroring.
CD-ROM drive DVD - Read only
External tape drive DAT72 single drive. Tapes 5 each DAT72 4mm
Tape Drive 36GB.
PCI slots Quantity 3 33-MHz PCI slots.
Power Supply 250 watt AC power.
Input Devices USB Keyboard, USB Mouse
Modem Sportster 33.6 KBps External Modem (U.S.A. and Canada only)
Software Version (Effective date: June 13, 2005)
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Avaya Visual Vector Editor
Avaya Visual Vectors is a Java-based application that runs on standard desktop or laptop PCs, and
communicates with the ACD through an Avaya Call Management System (CMS). You can use Avaya
Visual Vectors in a standalone mode to brainstorm, design, or adjust PRUDENTIAL’S call vectoring off-
line—at home, hotel, or office—then save (upload) it to an Avaya CMS server whenever it’s ready to
implement. Offline vector creation allows vectors can be created anytime, anywhere, independent of
switch connection and configurations.
For multisite call centers, call vectors that you create for one of PRUDENTIAL’S call centers can be
easily saved to PRUDENTIAL’S ACD in another center. There’s no need to construct or copy a new call
vectoring table. That can be especially helpful if you use the same complex routing sequence in a group
of widely-dispersed call centers. With Avaya Visual Vectors cut-and-paste feature, you can easily make
all the sequences consistent, so PRUDENTIAL’S call routing will look the same across all call centers.
In addition to helping you design vectors more quickly, Avaya Visual Vectors makes it easier to
administer and manage PRUDENTIAL’S call vectoring. Steps or sequences that you use frequently in
PRUDENTIAL’S call vectors—such as time of day tests, or music loops—can be stored in Avaya Visual
Vectors, and quickly ‘pasted’ into new vectors as needed. Template vectors can be created for common
call handling situations and complex routing sequences.
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NICE Perform brings out the hidden potential of Contact Centers and highlights the added value they
bring to PRUDENTIAL’s business. With NICE Perform, Contact Centers are able to identify interactions
where sales opportunities were successful and understand the reasons for this success. It also provides
Contact Centers with content analysis for assessing customer reactions to company events and news,
and identifying new trends. With this newly defined information in hand, Contact Centers help
management focus on important issues necessary for their business operation - thus proving their value
to the enterprise.
KM Objectives:
• Pooling of corporate information/knowledge so that it becomes an asset
• Creation of a corporate culture
• Replacement of “master leading student” style of information conveyance method
• Encourage employees to volunteer information and to retrieve knowledge
• Reduce corporate training time and effort
• Utilizing technology to reduce costs of corporate
• knowledge provision
• Management of the channels and content for corporate information
KM, Functions & Features:
• Support multiple knowledge source
o Microsoft Office Document
o Word
o Excel
o Power Point
o HTML
o MHTL
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o PDF
• Knowledge Interaction
• Hierarchical Category Management
• Batch Document Import Tools
• Full text search
• Statistical Reports
• Specific Search Criteria
• Application Customization Support
• Access security management
• Version Control Tools
• Knowledge Relationship Support
• Supports international languages
KM Knowledge Types:
• Simple Knowledge
o Articles with fragments and notes
o Create article relationship
• Frequently Asked Questions (FAQ)
• Interaction Knowledge Management Tool
o Step by step problem navigation
KM Management Tools
• Hierarchical Category Management
• Security Control
• Version Control
• Reporting
KM Security Control
• Role based Privilege Control
o Reader
o Contributor
o Administrator
• Operation Authorization
o Read
o Edit
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o Print
• Record Level Access Control
o Search
o Folder
o Article
KM Version Control & Team Work
• Version Control
o Knowledge Version
o Version Label
o History
o Rollback
• Team Work
o Check in
o Check out
KM Batch Import & Batch Job
• Batch Import
o Directory Mapping
o Key words, Title, Author Mapping
• Batch Job
o Automatic Task
o Import
o Rebuild Index
o Report
KM Usage Statistics & Reports
• By Access Volume
• By Access Frequency
• By Contributors
• By Modified
KM Powerful Search Tools
• Full Text Search
o Specific Search Criteria
o Title
o Author
o Text and content
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o Summary
o Keywords
• Category and catalog search
• Scheduling for Index Generation
• Highlighting of Search String for Online Post Documents
KM Article Relationship
• User Defined Relationship
• Automatic Keyword Relationship Matching
• Article Version Relationship
KM Customization Support
KM Online Editing Function
• Simple online editor
• Automatic version update
• Supports pictures and sounds
• Supports attachments
• Spell Check (English Only)
3. Service
Management
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4. Implementation Plan
6. Additional Information
62
7. Proposal Conclusion
63
1.1 Please provide a management summary - The proposed solution is Avaya latest
detailing an overview of your proposed IP contact center technology, which is
solution. ranking No. 1 in the world
- The proposed solution’s applications
and contact center features are
designed from Avaya sophisticated
system
- The proposed solution’s applications
and features are opened for customize
in future
- The proposed solution’s applications
and features are very easy to operate
and management
- The proposed solution’s applications
and features are very user-friendly for
agents and supevisors
- The proposed solution’s applications
and features are appropriate for
Vietnam market
1.2 Please provide an overview of the services Yes, the services covered by this
covered or not covered by your proposal. proposal. We offer the services supported
by an Avaya experience team and Sun Ivy
certified engineers.
1.3 Please provide an overview of the reason why Avaya can be the supplier of a
PROPOSAL OVERVIEW
you believe Prudential should use you as the professional contact center for Prudential
supplier for the in scope services detailed in because:
this RFP and what you see as the benefits for
- Avaya contact center technology:
Prudential. leading in the world
- Avaya contact center market share:
No. 1 in the world
- Avaya contact center implementation
experience: No. 1 in the world
- Avaya local services business
partner: Sun Ivy has over 15 years
experience in VN and install over 250
Avaya systems, included over 10 call
centers.
- Benefits for Prudential:
- The implementation of contact center
will be done by an experienced team from
Avaya and Sun Ivy
- Avaya hardware and software are
very stable in operation. This is because
Avaya is a hardware based company for
over 100 years.
- The trouble shooting in future will be
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2 No. Prudential Question Avaya Solution
2.1 Please provide a detailed technical design for - Avaya Call Center Elite ACD with Expert
the Contact Centres solution showing Agent Selection famous features kit
equipment and third party services. The design
- Avaya Contact Center Express with
must cover the scope specified in Sections 3 of
latest version provide a single view of
the RFP. user interface and come with a bunch of
Please note a demo or site visit may be applications such as Agent Desktop,
requested by Prudential. Sreen Pop Up with customizable fields,
Email Handling, Webchat, Web Call Back,
Outbound Campaign Kit, Contact History
- Avaya Interactive Respone System
provides a professional selftservices
solution
SOLUTION DESIGN
2.2 Is there any business requirement as outlined No, in section 3, this proposal was cover
in Section 3 that is not covered by the all
proposed design.
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3.1 Please describe your proposed incident and - For any incident and problem,
problem management process and specifically customer call to Hotline 24/7 and the call
explain how this process will add value to the will be processed as follows:
Prudential. Your answer must include two - For emergency cases: support
examples of where similar value has been engineer will be on site within 30 minutes
delivered to comparable customers. (in city) and support the parts to replace if
needed.
- For normal problems: support
engineer will instruct customer on the
phone and remote support. The on site
time will be in 2 hours.
- The hotline will be openned 24/7 and
the spareparts for replacement is ready
24/7
- The call from customer will be
answered by an engineer who can
consult, support directly and quickly
- Example 1: Last week AIA got a
problem of rectifier in night time at 10pm
and call to our Hotline in our Customer
Support Center (CSC). After received the
call, the support engineer realise that the
problem may come from the 3rd party
rectifier and he immediately call the
rectifier supplier and go on site. The
problem was solved immediately
SERVICE MANAGEMENT
3.2 All incidents will be forwarded to the supplier We will have the help desk computer on
via help desk. Please describe how your line 24 hours and can be linked or
service desk will operate, skill levels of your received info from Prudential easily. The
service desk staff and how you propose your proposed solution provide an “on line
service desk to interface with Prudential. monitoring software” for tracking the
system problem automatically.
3.3 Please state the service desk service levels that I/ ON SITE SERVICES:
you typically meet (i.e what services will be a/ Tier I Status:(emergency cases)
provided to the Prudential, and what are the 1/ System Ceases Operation
service cover hours for each service) and 2/
confirm that you would be willing to accept Attendant console is defective
these as SLAs. 3/ Power
Unit is Defective…
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4 No. Prudential Question Avaya Solution
4.1 Please provide your project plan for the project • Equipment delivery timescales:
and supply dates for the completion of each - 6-8 weeks after contract signed
key milestone. Please include the following:
• Installation/Configuration time for
Equipment delivery timescales each component
Installation/Configuration time for each - PABX, CMS, IVR, Recorder
component installation: 2-3 weeks
Software development time
• Software development time
Functional testing carried out by the supplier
- Application development: 3-5
IMPLEMENTATION PLAN
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5.1 Please state any and all assumptions that you please see the quotation attached
have made to complete the pricing.
5.2 Please provide initial set-up costs required to Annual Maintenance cost is 5% of system
deliver the system. Also provide on-going value from the 2nd year
maintain costs for a period of 5 years.
5.3 Please provide the total cost of ownership Annual Maintenance cost is 5% of system
assuming a contract period of 5 years. value from the 2nd year
PRICING
5.4 During the contract term will there be any - The quotation not included cabling
additional charges that have not been factored system
into the pricing which might be payable by the
Prudential. If so, please provide details.
5.5 Please mention your desired payment terms - 30% down payment after contract
signed
- 60% after equipment delivery
- 10% after commissioning
5.6 Please provide a copy of your standard
contract.
6 No. Prudential Question Avaya Solution
6.1 Please provide any additional information you
feel is essential to support your proposal that
ADDITIONAL INFORMATION
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