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3 AVAYA CONFIDENTIAL
Provided under a Non Disclosure Agreement
Right Person First Time
Pro
active
Con
ten
t U
sag
e O
ptim
iza
tion
To
ols
W
ebin
ars
The Avaya Support Experience
We
b V
ideo
We
b T
alk
We
b C
hat
NEW RESOLUTIONS
Ava
ya
K
no
wle
dge
Ba
se
Pro
duct H
ub
KNOWN RESOLUTIONS
Seamless Transition to Web Ticket
Ava Avaya Virtual Agent
Avaya Support Website Experience
ADDED VALUE
Se
rvic
e R
eq
uests
Former Tier 3, 4, Logistics
4 AVAYA CONFIDENTIAL
Provided under a Non Disclosure Agreement
Leveraging Technology for Avaya Services and Support
Leveraged for Ava, our virtual
avatar.
Ava is also the gateway for
Web Chat and Web Talk with
Live Agents on the Web
Next horizon: One touch video
Ava Web Chat and
LAW
Agents directly publish
solutions into the Avaya
Knowledge DB as part of the
Avaya Diagnostics
Methodology.
Avaya Knowledge
High-speed, secure connectivity
with our customers’ systems
that allowed us to diagnose and
resolve issues up to 50% faster
Avaya Diagnostic
Server
Feature that allows us
to easily handle spikes in
volume to manage Average
Speed of Answer metrics
Call Back Assist
Measured desired and
undesirable language in
inbound and outbound calls to
improve customer experience,
compliance and key
performance metrics
Avaya Speech
Analytics
The Total Service Outage
button enables simplified
outage reporting
Use the Escalate short to
engage Avaya’s Management
team on SR resolution
Escalation
5 AVAYA CONFIDENTIAL
Provided under a Non Disclosure Agreement
New Tools for Customer Support
Avaya Support Website provides a rich, collaborative
and multi-media portal for solving customer issues
faster than ever
Created a Rich Support Alternative that Provides Better,
Faster and More Intuitive Support Options for Customers
New approach
to Support Immediate publishing of known solutions
Multimedia knowledge base makes
known solutions easily available to users
Avatar (Ava) and live chat enable
on demand access to live agents
Web Talk and Click-to-video will provide
multi-media collaborative support
Total service outage and immediate issue
escalation buttons enable fast agent access
6 AVAYA CONFIDENTIAL
Provided under a Non Disclosure Agreement
Get Support by Selecting a
Product
1
2 3
6 5
4
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1. The Products Pages provide a powerful, integrated launch to service by product
2. Top Solutions are pulled based on Solution reuse by the support agents within Siebel ticketing.
3. Notices & Release Notes show the most recent PCNs, PSNs and other documentation for the Product / Release chosen.
4. Troubleshoot by Problem performs search on Product, release and keywords.
5. Latest Downloads gives fast access to the newest software
6. User Guides & Top Documents list the latest documentation
7. Related Support Forums is a quick link to the product-support community
8. Find Product Training & Demos
7 AVAYA CONFIDENTIAL
Provided under a Non Disclosure Agreement
Ava’s Seamless Integration to Siebel • Ava tracks your search content
• Queries and context are used to create a web ticket
• Simplifies and streamlines the process
• Results in faster resolution time
Ability to Search based on “Sold To”
Consultation Service Request created
Ava validation of “ Sold To”
Ava validation of Service Request
8 AVAYA CONFIDENTIAL
Provided under a Non Disclosure Agreement
Multimedia Collaboration Experience with the Right Resources
• Intelligent Support Seamlessly Transitions from Query to Open Ticket
• Web Chat
o Virtual Agent transitions seamlessly to a Live Chat viewing all information exchanged
o Live agent can invite additional agents to join the live chat
o Customer can share their desktop with an agent for demonstrations and quicker resolution
• Web Talk
o Talk live to an agent anytime through online web talk
o Connect while in the chat environment
o Connect from an open service request
• Web Video (future enhancement)
o Continuous context to transition from Virtual Agent to Live Agent Chat to Video Chat
o Video Chat enables personal interaction, collaboration and improved efficiency
o Engineers can demonstrate how to resolve an issue live
9 AVAYA CONFIDENTIAL
Provided under a Non Disclosure Agreement
Knowledge Centered Support
• Knowledge articles are available online 24x7 to give you access to the information you can leverage to solve your service issue.
• Access to much of the content requires you to be logged in \
• New resolutions are continually populated in the Avaya Knowledge Base by the Avaya agents and support teams resolving your issues with the Avaya Diagnostics Methodology
• Knowledge articles include resolutions, video demonstrations, process overviews and website tips and tricks
• Top 5 Articles are summarized on the Product pages nightly or can be accessed through Ava and through the Search on the top of each page
10 AVAYA CONFIDENTIAL
Provided under a Non Disclosure Agreement
Service Request Resolution can be viewed via the progression through the Avaya Diagnostic Methodology
11 AVAYA CONFIDENTIAL
Provided under a Non Disclosure Agreement
Total Service Outage The Big Red Button
You can find the Total Service Outage button on https://support.avaya.com (the Dashboard) and on the Service Request landing page
Phase 1 provides you an expedited way to report service outages through a simplified form, that will route to the Emergency Recovery and Service Desk teams 24 x 7 for them to work with you to restore Service
Phase 2 will provide expanded access to sold-to’s outside of “Your Numbers”
12 AVAYA CONFIDENTIAL
Provided under a Non Disclosure Agreement
Total Service Outage Entry Form
Your details will be auto-filled, but you can also specify a non-SSO contact Select a sold-to related to your account (phase 1) Select a product Choose the outage description Add any details
13 AVAYA CONFIDENTIAL
Provided under a Non Disclosure Agreement
Service Request Escalation Simplified
You’ll now see an Escalate button under each open Service Request on your dashboard, or through the Service Requests filtered view
This is a short cut to the Management Escalation Dialog that enables you to engage the Avaya Services management team when your ticket resolution experience is not meeting your requirements
Only one Active escalation is permitted per ticket
14 AVAYA CONFIDENTIAL
Provided under a Non Disclosure Agreement
Service Requests 1. The Service Requests view will
show all the tickets for the Company / Link ID
2. The Total Service Outage button is available from the Dashboard or Service Request page to enable fastest routing to emergency response
3. Advanced Filters allow you to customize the way that you look at your organization’s tickets
4. The results will be displayed and can be sorted on any column. Clicking on any request link will open the Service Request allowing you to update or escalate it
5. You can export the list of tickets to your desktop
6. Quick Launch to an SR to open a specific SR easily
Note: Your personal list of tickets is accessible through the Dashboard at Support Home
1
2
3
5 4
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15 AVAYA CONFIDENTIAL
Provided under a Non Disclosure Agreement
Service Request Creation Starting Point Flexibility
There is additional flexibility for you to leverage in choosing how you want to open
a Service Request:
– Sold To pull-down or auto-complete on Sold To or any part of the address
– Serial Number aka CLLI
– SEID used in product registration for connectivity
– Nortel Site ID as named on the Clarify Contracts
– Asset Nickname searches across all Sold Toʼs associated to you for all assets with the matching Nickname
16 AVAYA CONFIDENTIAL
Provided under a Non Disclosure Agreement
Drill down through Product Family Asset selection gets easier for Sold To’s with different Product Families and
higher volumes of assets.
We’ve summarized the asset list into Product Families, enabling you to drill-down to the right asset.
17 AVAYA CONFIDENTIAL
Provided under a Non Disclosure Agreement
Detailed Asset View Providing you with the Information to Pick the Right Asset
The Detailed Asset View has been revamped to include the Solution Element Identifier (SEID), and the Asset Description.
If you have multiple assets of the same type, those without a unique identifier (SEID, Serial # or Asset Nickname) will be summarized onto a single line – no more paging through hundreds of the same assets
18 AVAYA CONFIDENTIAL
Provided under a Non Disclosure Agreement
Exporting the Asset List and Filter within Results
You can now download an asset list against a specific Sold To or Site ID
Asset selection can be further refined by leveraging any of the Filters
You can pull down all entitled assets from the Summary view, or all assets in a Product Family by drilling down
19 AVAYA CONFIDENTIAL
Provided under a Non Disclosure Agreement
My Profile link goes to https://sso.avaya.com to manage your profile and Sold-To’s
0123456789 Your Sold-To #2
0123456788 Your Sold-To #1
0123456787 Your Sold-To #3
You must “request” this sold-to to use it for ticketing. The request must be approved by your Company or Sold-To Administrator
These are the sold-to’s you have access to
Pending means you have requested it and are waiting on approval
23 AVAYA CONFIDENTIAL
Provided under a Non Disclosure Agreement
Getting Additional Help
Go to https://support.avaya.com/helpdesk. Here you will find access to help pages for the web and applications, overviews, videos, …
Customers or Partners experiencing issues, errors, etc., please contact IT Helpdesk, at: – US: +1 866 282 9248 – EMEA: +44 1483 309800 – Canada: +1 720 444 0130 – CALA: +1 720 444 0130 – APAC +65 6872 8700 – Germany: +49 69 7505 1234
Partners
– Partner portal is now located at: www.avaya.com/partnerportal
– New Issues can be submitted through Partner ITSS Issue reporting tool: http://partner-itss.avaya.com
– Or by contacting the Partner Help Desk. Phone numbers are available by visiting URL: https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?c=a3d30000000L5eRAAS&Id=a3j30000000L7rtAACl
– Or you can send an email to [email protected]