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Offer Definition
Table of Contents
1.0 ABOUT THIS DOCUMENT ............................................................................................................ 5
NON-DISCLOSURE ............................................................................................................................................ 5
GLOBALIZATION .............................................................................................................................................. 5
2.0 OVERVIEW ...................................................................................................................................... 6
3.0 SOLUTION DEFINITION .............................................................................................................. 7
SOLUTION VALUE PROPOSITION ...................................................................................................................... 7
CUSTOMER USE-CASES & HIGH-LEVEL SOLUTION CONSTRUCTS/DEFINITION.................................................... 8
4.0 TARGET SEGMENTS ...................................................................................................................... 9
CUSTOMER TARGET SEGMENT(S) DEFINITION & DESCRIPTION ....................................................................... 9
Customer Target Segments ...................................................................................................................... 9
Customer Decision Maker(s) and Decision-making process ............................................................................... 9
Identify any current reference customers if applicable ......................................................................................... 9
OVERLAP WITH CURRENT AVAYA OFFERINGS ..................................................................................................10
5.0 PRODUCT - SOLUTION OVERVIEW .......................................................................................... 11
SOLUTION FUNCTIONAL REQUIREMENTS ........................................................................................................12
PRODUCT/FEATURE REQUIREMENTS ..............................................................................................................13
SYSTEMS AND ARCHITECTURE REQUIREMENTS ...............................................................................................13
Performance and Scalability (capacities) ..................................................................................................... 15
Reliability (e.g. availability, Mean time to failure (MTTF)) ............................................................................ 15
Upgrade/Migrations ........................................................................................................................... 16
KEY INTERACTIONS AND INTEROPERABILITY REQUIREMENTS ........................................................................16
6.0 FEATURE DESCRIPTIONS .......................................................................................................... 17
CALL RECORDING ...........................................................................................................................................17
SCREEN RECORDING .......................................................................................................................................18
QUALITY MANAGEMENT .................................................................................................................................19
PERFORMANCE MANAGEMENT........................................................................................................................20
ELEARNING AND COACHING ...........................................................................................................................21
WORKFORCE MANAGEMENT ...........................................................................................................................22
SPEECH ANALYTICS .........................................................................................................................................23
CUSTOMER FEEDBACK ....................................................................................................................................24
DESKTOP AND PROCESS ANALYTICS................................................................................................................25
REAL-TIME SPEECH ANALYTICS ......................................................................................................................26
7.0 PRODUCT DOCUMENTATION .................................................................................................. 26
RELEASE NOTES ..............................................................................................................................................26
USER AND SYSTEM DOCUMENTATION .............................................................................................................26
8.0 PRODUCT ORDERING, LICENSING AND PRICING ................................................................ 28
LICENSING.......................................................................................................................................................28
PRODUCT ORDER CODES AND PRICING ..........................................................................................................28
Pricing ............................................................................................................................................ 28
MATERIAL CODES............................................................................................................................................29
AVAYA ONE SOURCE (A1S) .............................................................................................................................30
9.0 AVAYA LEARNING ....................................................................................................................... 37
AVAYA PROFESSIONAL SALES SPECIALIST (APSS) ............................................................................................38
This Offer Definition serves as a comprehensive guide for Channel Partners readiness.
The Offer Definition provides an overview of the Product Components including Material Codes and Specific
features provided.
The purpose of this Offer Definition is primarily focused on how to design and order a solution.
While reasonable efforts have been made to ensure that the information in this Offer Definition is complete and
accurate, Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to
the information in this Offer Definition. Further, roadmap information contained herein is provided for
information purposes only and is not a commitment or an obligation to deliver any product, product feature or
software functionality. Avaya reserves the right to make changes to the content and timing of any product,
product feature or software release presented herein.
Non-Disclosure
The Avaya non-disclosure processes will be followed for any confidential documentation and information being
released to the end customer or any type of Channel Partner’s personnel not covered by a confidentiality contract
with Avaya prior to GA.
Globalization
Avaya IX Workforce Engagement 15.2.1 – Avaya OneCloud Public is currently only available in the United
States for direct and indirect sales. As other regions are supported this Offer Definition will be updated.
Theatre specific information will be identified using the regional designations listed below.
• United States (US)
• Caribbean and Latin America and Canada: (AI)
• Europe, Middle East and Africa (EMEA)
• Asia Pacific (APAC)
2.0 Overview
Avaya IX Workforce Engagement 15.2.1 in Avaya OneCloud Public is a solution offer that leverages the Avaya
Workforce Engagement (fka. Avaya Workforce Optimization - WFO) release 15.2.1 as a primary component in
this public cloud-based offer. Section 5.3 “Systems and Architecture Requirements” provides a high-level
architecture view of the cloud hosted services along with the option of deploying the call recorders on premise as
a hybrid deployment. The Hybrid deployment option helps minimize the network bandwidth requirements and
allow customers to easily archive recording data locally.
Avaya IX Workforce Engagement is an integrated public cloud-based solution that enables the contact center and
enterprise to have the right workforce with right skills doing the right things and doing them well to achieve
corporate objectives. The challenges of the current economy are forcing enterprises to rethink their approach to
customer service as customer retention becomes a key focus area. Enterprises must align contact center operations
to new corporate objectives while keeping costs low. Avaya IX Workforce Engagement applications encourage
businesses to use their contact center strategically, rather than just as a mechanism to field customer calls.
Furthermore, businesses can gain a deeper understanding of customer trends and balance efficiency with
effectiveness to create an optimized customer experience. Avaya IX Workforce Engagement enables the customer
centric enterprise through this effective public cloud-based offer.
The Avaya IX Workforce Engagement solution includes the following application packages in a public cloud-
based offer (Packages described in Section 0):
• Recording Package
• Automation-Enabled Quality Management Package
• Workforce Management Package
• Workforce Engagement Package
• Speech Analytics
• Additional Languages for Speech Analytics
• Customer Feedback
• Desktop and Process Analytic
Organizations need to do all they can to positively impact customer acquisition, satisfaction and loyalty. The
Avaya IX Workforce Engagement delivers a wealth of key capabilities to help organizations transform employee
and customer engagement. The Avaya IX Workforce Engagement can be a powerful tool for consistently
delivering high quality experiences by creating synergy between people and processes.
• There is no need to settle for limited functionality. Avaya IX Workforce Engagement offers full-featured,
unified solutions to meet an organization’s unique needs and budget, whether they are a large,
multinational enterprise or small to midsize business.
With Avaya IX Workforce Engagement in Avaya OneCloud, customers can implement a comprehensive end-to-
end customer engagement strategy to help make a business a customer’s first choice.
Avaya IX Workforce Engagement will be hosted in Avaya’s Amazon Web Services (AWS) account.
Questions to Consider
• Do your current Avaya IX Workforce Engagement customers lack the budget and/or resources to upgrade
to the current release?
• Do you have new prospects who want to add new capabilities to improve customer engagement,
operations and employee productivity?
• Are your customers complying with the latest industry regulations such as GDPR?
• Can your customers easily identify top and lower performing agents?
• Are your customers still using MS Excel to schedule staff and perform quality evaluations?
To achieve even greater customer experience gains, a workforce engagement solution should be at the top of your
list. A leading Workforce Engagement solution will enable you to get a deeper, more meaningful look at customer
interactions and their impact on both the customer experience and employees. The ability to capture, analyze and
then act-on customer interaction intelligence will kick start your customer experience initiatives into a higher
gear.
The Avaya Workforce Engagement suite consists of applications that operate on a unified platform, employ a
common user interface and use a single database for:
1. KMS Encryption
It is important to point out that since KMS Encryption is a system-wide feature, all recording licenses will include an
encryption license as well to be consistent across all users.
2. These solutions require software and/or hardware to be deployed on agents’ workstations. Such components
deployed outside the Avaya Cloud infrastructure will require specific efforts to be scoped as add-on services to this
proposal.
3. SPEECH ANALYTICS
Based on specific End-Customer and LOB specific implementation, SA is likely to require multiple server pairs. This
requirement will require specific efforts to be scoped as add-on services to this proposal.
Product/Feature Requirements
Same feature set as Avaya IX Workforce Engagement release 15.2.1.
Recording requires Avaya Call Recorder Advanced (ACRA). Our target market is our existing base and for those
customers using Avaya Call Recorder (ACR) will need to upgrade to ACRA. An existing ACR can be repurposed
as a local playback service for older recordings.
For hybrid deployments, we expect the recorders to be on premise but again, could be decision during solutions
design to place in the Cloud. Avaya IX Workforce Engagement 15.2 will support both. A VPN (virtual private
network) to the customer’s premises is always required.
Systems and Architecture Requirements
The infrastructure will comply with Verint’s L6 architecture requirements.
The Avaya IX Workforce Engagement in Avaya OneCloud will interoperate with the same systems that are
specified in the premise based 15.2 product compatibility matrix. The primary interoperability is with all
supported releases of the following.
• Avaya Aura® Application Enablement Services
• Avaya Aura® Experience Portal
• Avaya Session Border Controller for Enterprise
• Avaya Aura® Contact Center
• Avaya Aura® Call Center Elite
• Avaya Aura® Call Center Elite Multichannel
• Avaya Oceana™ Solution
• Call Management System
• Avaya Aura® Communication Manager
• Communication Server 1000
https://secureservices.avaya.com/compatibility-
matrix/menus/product.xhtml?name=Avaya+Aura+Workforce+Optimization&solution=false&version=15.2.1
High-level architecture. In the hybrid model the customer provides all the on-premise hardware and operating
systems. Any on premise software installation is handled through Avaya Professional Services as a custom
ProService Now request.
The Recording Package includes 90 days recording storage with encryption. Customer can then archive locally or
provide an alternate archiving location. Professional services engagement can extend the data storage. This would
be a custom quote option on a customer provided long term storage.
Hybrid configurations using on premise recording servers with N+1 redundancy will provide the best reliability.
For premise based call recording, customer provided servers can utilize the same, high availability server
platforms that they rely on for their other mission critical systems. These typically include hot-swappable power
supplies and fans in addition to the RAID storage that is recommended in all cases.
Avaya is not liable for the loss of call recordings and associated data.
The cloud solution also supports a geo-distributed product deployment environment in the AWS infrastructure
(AWS West data center and AWS East data center). The Recording Package will be available in this
georedundant environment. Other key components provide local High Availability.
Upgrade/Migrations
The host environment will be kept up to date when new releases become available.
Transitioning a premises-based Avaya Workforce Engagement customer to Avaya IX Workforce Engagement in
Avaya OneCloud enables customers to reduce the operational headaches and expenses associated with
maintaining both software and infrastructure. This transition process also presents the perfect opportunity to
educate customers on best practice Cloud transition strategies, rationalizing data and expanding the current
Workforce Engagement footprint.
With this strategy Avaya does not migrate old premise data to the cloud solution. Customers can use their existing
premise-based Avaya Call Recorder (ACR) for playback of old data while leverage the cloud solution for new
data going forward.
Upgrades from prior release of the premise based WFO to the current WFO 15.2 release is a considerable effort.
The strategy for transitioning to Avaya IX Workforce Engagement in Avaya OneCloud should be considered
similar to that of a premise upgrade effort.
Key Interactions and Interoperability requirements
The Avaya IX Workforce Engagement in Avaya OneCloud will interoperate with the same systems that are
specified in the premise based WFO 15.2 product compatibility matrix. The primary interoperability is with all
supported releases of the following.
• Avaya Aura® Application Enablement Services
• Avaya Aura® Experience Portal
• Avaya Session Border Controller for Enterprise
• Avaya Aura® Contact Center
• Avaya Aura® Call Center Elite
• Avaya Aura® Call Center Elite Multichannel
• Avaya Oceana™ Solution
• Call Management System
• Avaya Aura® Communication Manager
• Communication Server 1000
Many organizations record the interactions between their customers and employees for liability protection,
compliance, and quality management purposes. While these recordings can contain massive amounts of useful
information, extracting actionable intelligence from them quickly can be challenging.
With Avaya Call Recording, you can quickly search, replay, and report on calls by topic, which can dramatically
reduce cost and time required for call reviews. The solution can even apply multiple tags to a single call, a benefit
for long or complex calls, and provide alerts based on call disposition thresholds.
Content-driven dashboards and intuitive reporting can help you gain a deeper understanding on why customers
are calling, so you can take quick action.
Because Avaya Call Recording is part of the Avaya Workforce Engagement suite, it can work seamlessly with
other solutions such as Quality Management, Workforce Management, Speech Analytics and Desktop and
Process Analytics to deliver unique business process workflows that can deliver greater value to your
organization.
This full-time, enterprise recording and archiving solution can help you enhance compliance, reduce liability, and
support customer engagement management.
Screen Recording
Screen recording is not only a critical necessity for internal and external regulatory compliance and risk
management, but it also plays a vital role in analyzing customer interactions and improving the customer
experience that your contact center delivers.
Avaya Screen Recording is an undetectable back-end process that captures synchronized voice and desktop
screen activity of employee interactions. Screen Recording is employed in the contact center and in the back-
office to capture on-screen movements of agents and back-office employees so you can gain a true picture on how
well agents and employees are utilizing business applications to serve customers. Gaining a true picture on how
well agents and employees utilize business applications can help you discover business and process improvement
opportunities that help you increase customer satisfaction, reduce costs, discover system breakdowns, shorten
cycle times and expose unauthorized personal activity of employees.
Supervisors and managers are able to view the entire customer interaction while watching/listening to
synchronized screen and call recordings so they can gain a better understanding of the entire customer journey
including service operations, business application processes and training opportunities.
Quality Management
Quality Management can help your contact center make the transition to omnichannel customer engagement.
With this proven solution, you can efficiently select and evaluate large numbers of interactions across
communication channels based on business relevance, employee performance, and customer input. It’s a practical
way to gain insight that would be difficult, if not impossible, to achieve by randomly sampling small numbers of
interactions and evaluating them against inwardly focused metrics and processes.
With Quality Management, you can evaluate all of the attributes of a customer interaction, including voice
conversations and associated screen data, text-based interactions (such as chat) from a single screen. The
solution’s omnichannel interaction player provides personalized access to speaker-separated audio waveforms,
speech analytics categories, emotions, keywords, interaction tags, annotations, screen recording, applications used
by employees, and employee profile information.
The Smart Inbox feature can automatically deliver the desired type and number of interactions to be evaluated for
each employee based on business rules. Evaluators can review interactions from multiple channels in a channel-
agnostic and consistent manner, a benefit to help you deliver a true omnichannel experience to customers.
With Quality Management, you can design flexible, intelligent evaluation forms quickly and tailor them to
specific interaction types. Quality scores can feed key performance indicators (KPIs) in scorecards, which in turn
can drive performance-based coaching and eLearning. If you use Performance Management, you can immediately
assign coaching and /or e-Learning sessions, either manually or automatically, to address skill and knowledge
gaps detected during evaluations. You can even attach scorecard KPIs, policies, and other relevant information to
the sessions.
The Quality Management package can be configured as Automated Quality Management but will require software
and/or hardware to be deployed on the agent’s workstations. Such components deployed outside the Avaya Cloud
infrastructure will require additional effort and cost to be scoped as add-on services to the proposal.
Performance Management
Many organizations struggle with managing and improving employee performance in the areas of their enterprise
that interact with customers. With a plethora of systems and data in their contact centers, back-office, and branch
operations, it’s easy for managers to become inundated with data, although very little of it may be directly
actionable.
Avaya Performance Management can capture and aggregate data across multiple systems while providing a
single, standardized framework for efficiently tracking, managing, and improving individual, team, and
organizational performance. The solution provides Scorecards, Coaching, and eLearning capabilities that can
work together synergistically, helping your organization implement a continuous process for performance
management across the areas of the business that impact customer experience.
With Avaya Performance Management, you can gain insight into what employees are doing, how effectively
they’re performing, and where they excel or need to sharpen their skills. The solution can even trigger coaching
and training sessions to help them do so.
Using insight from the solution, you can tie the activities of individuals and teams to company goals — and adjust
training and processes as needed.
e-Learning - Enables employees and managers to access their eLearning lesson assignments without ever
leaving their desks. An intuitive, browser-based interface shows the specific coursework that has been assigned,
the duration and priority of each lesson, and the deadline for completion.
Employees can initiate a learning session with the click of a mouse. Additionally, lessons can automatically be
assigned to employees if their scorecard KPI scores fall outside of set thresholds and can be assigned directly
from Avaya Quality Management. The system shows a history of courses that have been completed and the scores
associated with each lesson. Supervisors can view course transcripts and run reports, enabling them to assess the
progress and status of training for individual employees.
Coaching - Provides managers with unified functionality and online tools for offering employees better, more
focused guidance on how they can enhance their skills. Coaching sessions can be triggered automatically when
performance scores fall below set thresholds or directly from Avaya Quality Management during evaluations.
Employee scorecards, policy documents, eLearning lessons, and other relevant materials can be attached to
coaching assignments. This can help supervisors provide attention to the employees and teams that need it most
and better ensure they spend time mentoring staff.
Workforce Management
In today’s contact center, the volume of calls, contacts, and work can be moving targets. And when you factor in
multiple sites, expanded communications options, staff proficiencies and preferences, complex work rules and
types, and customer expectations, the task of forecasting and scheduling can become difficult to manage without
sophisticated analysis.
Avaya Workforce Management can help simplify the complex task of forecasting and scheduling, even with large
numbers of employees, complex scheduling periods, and many queues and staffing profiles. With Avaya
Workforce Management, you can reduce costs by staffing appropriately to meet your workload, drive business
growth and operational excellence, and improve employee effectiveness and retention.
Since staffing can account for up to 70 percent of your contact center operating costs, it’s important to schedule
and manage employees effectively. Avaya Workforce Management can measure and leverage the talents and
preferences of individuals, align their skills and proficiencies with your business objectives and customer needs,
and produce optimum schedules.
As a result, you can reduce the risk of overstaffing, minimize overtime, provide employees with the schedules
they actually prefer, identify time-off opportunities, and reduce shrinkage. What’s more, the solution can
automate routine administrative tasks, freeing supervisors to coach their staff.
Speech Analytics
Competitive advantage often depends on anticipating and addressing market needs faster than your competition.
And few things can tell you more about your business and market than the voice of your customers.
Avaya Speech Analytics provides advanced functionality that can automatically surface intelligence from
thousands, even millions, of recorded calls, so you can take action quickly. This next-generation analytics solution
can reveal the intelligence essential for pinpointing cost drivers, trends, and opportunities; identifying strengths
and weaknesses with processes and products; and understanding how your offerings are perceived by the
marketplace.
Avaya Speech Analytics can provide sophisticated conversational analytics to automatically identify, group, and
organize the words and phrases spoken during calls into themes, helping to reveal rising trends and areas of
opportunity or concern. Going beyond merely isolating words used repeatedly during a specific time period,
Avaya’s conversational analytics can identify and group words that are different, but contextually related to a
particular topic, such as relating overage, minutes of usage, and late charges to “fees.” With this innovative
functionality, you can quickly build categories that reflect current customer issues and concerns across thousands
of calls, helping you take action right away. You don’t even need to tell Avaya Speech Analytics what to look for,
the solution can identify themes automatically, continually refine them, and add new themes over
time. It’s a practical and powerful way to help business users continually stay on top of customer perceptions and
what’s being said during calls.
Finally, Avaya Speech Analytics can be helpful in revealing occurrences of non-compliance and fraud across 100
percent of phone interactions.
Customer Feedback
Customers and employees are some of the best sources of information to help grow your business. But passively
“listening” to them is not enough. To gain the greatest benefit, you need to proactively engage them and use their
input to drive enterprise action and accountability.
Avaya Customer Feedback can help you engage your customers and employees to capture, analyze, track, and act
on their feedback in a closed-loop process across the organization. Designed specifically for business users, this
flexible, scalable solution delivers multichannel surveying for capturing customer input across telephone, email,
web, SMS, and mobile channels.
It’s easy to create surveys, just choose from a selection of industry best-practices templates, import questions
from Microsoft Word, or use the solution’s flexible editor to build your own.
The solution can trigger alerts based on selected criteria, such as low promoter scores, and assign, prioritize, and
monitor cases automatically. This can help you ensure timely responses and balanced workloads, diagnose issues,
collaboratively plan a best course of action, and communicate with customers throughout the process.
Sometimes survey results prompt even more questions. Why did the customer rate their experience that way?
Why did they leave that comment? What happened during their experience? By linking the recorded conversation
with the survey, you are able to go back and replay the interaction and put into context the reason for the
customer’s responses.
Having captured data, you can turn it into actionable results using real-time dashboards, analytics, and reporting.
You can easily aggregate and track data across all surveys, different types of surveys, and various time periods in
a single view. You can even track data by individual customer. This insight can help you unify disparate
approaches, systems, and survey processes to facilitate targeted, informed business decisions. And you can
automatically export survey data via a scheduled file export process, so that it can be imported into external
systems.
Avaya Desktop and Process Analytics can help address data privacy requirements while capturing employee
desktop activity. By enabling the processes associated with customer service operations to be tracked, measured,
analyzed, and refined, the solution can help your contact center improve efficiency, reduce costs and liability, and
enhance the overall customer experience.
Avaya Desktop and Process Analytics offers functionality to help centers protect private information, limit
liability, and gain visibility into non-phone activities by:
• Avoiding the capture of sensitive data.
• Tagging recordings with information to facilitate easy retrieval.
• Identifying agent and system behaviors that do not comply with industry regulations and company
practices.
• Improving productivity by showing how employees use applications and systems to perform their work.
• Collecting and centralizing the contributions from one or more employees to a particular work item or
case, helping you pinpoint where processing irregularities may have occurred.
• Identifying issues in calls and corresponding desktop activities, and providing immediate drill-down to
help reveal root cause.
Release Notes
Release Notes are available when updating the system to the next release. This includes any bug fixes and
installation notes to make sure the update goes as smooth as possible. Release Notes are available at the Avaya
support center at http://support.avaya.com.
The following are the product documents for Avaya IX Workforce Engagement 15.2.1. Please use the search
function available on http://www.avaya.com/support to find these documents.
Document Name
Workforce Optimization Getting Started
Avaya Contact Recorder
• ACR User Guide
Adapters Guides
• Generic Interfaces & Adapters
• Internal Staffing Calculator Adapter
• Scorecards Adapters
User Administration
• Roles & Privileges Reference Tool
• User Management
• User Management Employee Import Spreadsheet
Analytics Driven Quality
• Analytics Driven Quality Application Note
• Analytics Driven Quality Configuration & Setup
Customer Feedback
• Customer Feedback Administration
• Customer Feedback Survey Server Interface Reference
• Customer Feedback User Guide
Dashboards
• Dashboards Administration & User Guide
Desktop & Process Analytics
• Desktop & Process Analytics User Guide
Face to Face Interaction Recorder
• Face to Face Interaction Recorder User Guide
• Face to Face Interaction Recorder Install & Config
Interactions
• AIM Quick Reference
• Automated Quality Management Administration
• Automated Quality Management Quick Reference
• Interactions & Analytics Administration
• Interactions Quick Reference • Interactions User Guide
• Player User Guide
• Quality Management Form Designer User Guide
• Quality Management Standalone Form Designer
Mobile
• Avaya Mobile Apps Administration
• Mobile Applications Release Notes
Performance Management
• Coaching Administration
• Coaching User Guide
• eLearning Administration
• eLearning Student Guide
• Scorecards Administration
• Scorecards KPI & Source Measure Reference
• Scorecards User Guide
Reports
• Ad Hoc Reports
• Reports Development Kit
• Reports Guide
Risk Management
• Risk Management Administration & User Guide
Speech Analytics
• Language Model Configuration & Distribution
• Speech Analytics Index & Ontology Tool User Guide
• Speech Analytics Ontology Import - Export User Guide
• Speech Analytics Quick Reference
• Speech Analytics User Guide
• Speech Data Reports Reference
Workforce Management
• Workforce Management Administration
• Workforce Management Managers User Guide
• Workforce Management Planners
• Workforce Management Request Management
• Workforce Management Schedulers User Guide
• Workforce Management User Guide
• Pick the desired Avaya IX Workforce Engagement Package plus Add-ons for your business along with
the number of Named Users required and Subscription Term
Volume and Subscription Term discounts are handled through Special Bids.
Material Codes
The following are the Avaya IX Workforce Engagement material codes.
Creating a Quote:
• Orders are placed in Avaya One Source (A1S) as piece part orders for the Packages and Subscription
Term
• Deployment Services and Enablement Onboarding Services are handled as ProServices Now request as
the first step in creating a professional services engagement and Statement of Work (SOW)
In SFDC use Product Family “IX WEM Cloud” when entering an opportunity. Enter a Piece Part Order in A1S as
described below. Enter a ProServices Now request for APS to start the SOW for the Deployment Services and
Enablement Services (Onboarding and Training).
• Job Aide: Submitting a Request for APS 3rd Party Custom Quotes
The following example is for a 300 Agent order for a 3 year Subscription Term. When entering the quantity
multiply the number of Agents by the months in the Subscription Term (300 agents * 36 months = 10,800).
Credential Strategy:
Avaya has a long-standing commitment to customer satisfaction. We feel it is essential that our Channel Partners
are equipped with the necessary tools to become knowledgeable on the products and solutions which are sold and
maintained. This ensures that the appropriate product positioning, configuration, installation and support services
are delivered to the end-customer. To support our commitment to the customer, we require a Channel Partner to
become authorized in order to resell and service certain products.
Credential Requirements:
Avaya Learning houses all the Partner credential requirements, policies and credential training curriculum maps.
www.avaya-learning.com
Avaya believes it is essential that our Partners and Distributors are equipped with the necessary tools to become
knowledgeable on the products and solutions which they sell, design, implement and maintain. This ensures that
the appropriate product positioning, configuration, installation and support services are delivered to the end-
customer.
NOTE : Partner training is provided directly by Verint with Credential Exams provided by Avaya Learning Portal
More details on these Avaya Connect certification programs and associated courses are available under “Contact
Centers” on the Avaya Professional Credential Program home page.
Configuration Services
Avaya IX Workforce Engagement Tenant Enablement Services are provided at an additional fee and covers the
following areas:
Customer Training
As part of your Avaya IX Workforce Engagement subscription, Avaya will provide access to self-service training
resources including videos, user guides, and other documentation. The customer agrees to train their Authorized
Users in accordance with Avaya’s then-current guidelines before permitting Authorized Users to access and/or
use Avaya IX Workforce Engagement. At the customer’s request, Avaya will provide Authorized User training
for an additional fee. Authorized User training is required to preserve cloud service integrity, data privacy and
security as well as operations, by minimizing Authorized User incidents that may disrupt service.
For any renewal period, Avaya may prospectively increase rates, prices and other fees by no more than ten
percent (10%).
Termination will be effective at the end of the month in which the 90 day period has ended. Any partial
termination must be agreed by both Parties, including their agreement on the new Charges and Minimum Volume
Commitments, pursuant to Contract Change Control.
Termination Charges
In the event of an early termination as detailed below, Customer will pay Avaya all Charges due up to the
effective date of termination and the Termination Charges as follows.
Channel Partner shall obtain the end customer’s written agreement to the Avaya Terms referenced above prior to
acceptance of the applicable order and maintain a copy of each such agreement; Avaya shall have the right to
obtain a copy of the same upon request.
responsible for all costs of notifying any end customer and, if applicable, or their users of a security breach, and
Avaya shall have no such obligations or liability. If there is an emergency security issue an end customer’s
account may be suspended automatically. If there is a suspension, Avaya will endeavor to ensure that suspension
will be to the minimum extent required and of the minimum duration to prevent or terminate the issue. If an end
customer’s account is suspended without prior notice, Avaya will provide the reason for the suspension as soon as
is reasonably possible.
Avaya IX Workforce Engagement may not be used for High-Risk Activities and may not be sold to an end customer
using Avaya IX Workforce Engagement for any High-Risk Activities. “High-Risk Activities” means activities
where the use or failure of the Service could lead to death, personal injury, or environmental damage, such as the
operation of nuclear facilities, air traffic control, or life support systems. Avaya IX Workforce Engagement may
also not be used for the transmission of personal health information.
Regulatory Responsibilities
You acknowledge and agree that You are responsible for determining Avaya IX Workforce Engagement is
specifically appropriate for applicable law, rules and regulations in light Your business, and for use of Avaya IX
Workforce Engagement in a manner consistent with such laws, rules and regulations.
Accounts
The end customer will appoint one or more administrators who will have sole responsibility for the assignment
and management of Authorized Users' Accounts. As between the end customer and Avaya, the end customer will
be solely responsible for providing the login and password information that will permit Authorized Users to
access and use Avaya IX Workforce Engagement ("Account Credentials"). the end customer agrees to protect
account credentials from unauthorized use or disclosure. The end customer also agrees to ensure that an
Authorized Users do not share their account credentials with any other person and do not permit any other person
to access and use Avaya OneCloud through their Accounts. The end customer agrees to ensure that each
Authorized User accessing or using Avaya OneCloud complies with the Service Description, the Terms of
Service, any applicable Statement(s) of Work and the Documentation. If the end customer entered into a separate
written agreement with Avaya governing the end customer’s access and use of Avaya OneCloud (“Avaya
Agreement”), the end customer agree to ensure that each Authorized User accessing or using Avaya IX
Workforce Engagement complies with this Service Description, the Avaya Agreement, any applicable
Statement(s) of Work, the Documentation, or other documentation provided to the end customer by Avaya. The
end customer is responsible for any authorized or unauthorized use of Avaya IX Workforce Engagement via the
Account Credentials. In the event that an Authorized User no longer requires access and/or use of Avaya IX
Workforce Engagement as determined by the end customer. The end customer will immediately: (i) notify Avaya
in writing and request that Avaya remove all Accounts created for such Authorized User(s), or (ii) submit a
support request in accordance with Avaya’s then-current support guidelines and request that Avaya remove all
Accounts created for such Authorized User(s).
• World-class self-support tool in the Avaya Support Website to include information sources
• Avaya Diagnostic Server 2.0 monitoring and diagnostics
• Optional Parts and Onsite support options
Professional Services
Avaya deployment services are available for the Avaya IX Workforce Engagement on premise components.
Avaya will perform the application installation, configuration, integration and testing responsibilities within the
deployment, as well as provide project scheduling services to have Avaya resources available and engaged with
the customer and business partner.
The ATAC Technicenter has launched a self-service FAQ tool, accessible by Avaya associates and Avaya
Connect Partners, for quick access to pre-sales feature functionality technical support information. The self-
service tool is also available for mobile devices for both Avaya and Channel Partner via the Sales and Partner
Portals.
Search for pre-sales feature functionality technical support answers in the Technicenter Self-Service FAQs
https://sales.avaya.com/en/general/search-the-technicenter-self-service-faq-tool .
Call or Email. Please remember to include the product category, “Workforce Engagement” in the subject line
for priority routing and handling.
You can also use the interactive support features available online to Open a Service Request, chat with a LIVE
agent and more by selecting the specific link associated with your country.
https://support.avaya.com/contact/
Sales collateral and tools available now on Sales and Partner Portal under Avaya Workforce Optimization
https://sales.avaya.com/en/pss/workforce-optimization
Avaya OneCloud IX Workforce Engagement:
• Fact Sheet: https://sales.avaya.com/documents/1399731890854
• Sales FAQ: https://sales.avaya.com/documents/1399752588484
• Internal Sales Guide: https://sales.avaya.com/documents/1399752590689
• Customer Presentation: https://sales.avaya.com/documents/1399748933009
Software Licensing Policy: A full description of Avaya's licensing policy and approach to re-
licensing for Avaya Communication Manager can be found under Global Licensing Policy
project Documentation in Business Tools & Processes -> Software Licensing & Fulfillment ->
License Portability
https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?c=a3d30000000L4U0AAK&I
d=a3j30000000L6p9AAC
https://avaya.my.salesforce.com/apex/sp_ContentClassificationListPage?Id=a3j30000000
L2IvAAK&cat=Pre-Sales+Technical