Transcript
Avaya IP Office Release 8.0 Mobilizing Growth for Small and Medium Business
Today’s y Presenters Jim Karaffa-Director of Training, Design and Technical Services Ray Stephens-Avaya Certified Instructor, D i S Design Specialist i li and d Tech Services Specialist Al Gamble Gamble-National National Sales and Training Manager
© 2011 Avaya Inc. All rights reserved.
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Today’s Today s Session: Discuss where to find R8.0 Information Review of Strategic Priorities and Roadmap Status IP Office 8.0 – What’s New Overview – R8.0 Product Update – Detailed Breakdown What it Means – To Your SME Prospects and Customers – To You
Summary Jenne Jenne’s s Tech Support Services © 2011 Avaya Inc. All rights reserved.
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Avaya IP Office 8.0 Information
8.0 information is available on the SSO website under Sales Toolkits
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Badger’s Website Documentation Documentation and Software
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IP Office Technical Bulletin No 140 12/12/11 and FAQ FAQ’s s This bulletin describes the major features of the now released IP Office Release 8.0 software. – 80 pages of solid 8.0 information
8.0 8 0 FAQ’s FAQ s – May answer
some of your questions ques o s today!
© 2011 Avaya Inc. All rights reserved.
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Avaya strategic priorities For SME markets
Simplicity
Customer Service
User Experience
Customer Benefit
Easy to understand, buy and Solutions that help SMEs finance deliver better customer service and retention
Applications that are intuitive to use
Channel Benefit
Seamless and profitable for Products that sell and channels to learn, sell, install services that save time and support
Easy deployment and ability to support for channels
© 2011 Avaya Inc. All rights reserved.
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SME Communications: It’s All About Innovation The Convergence Roadmap is now complete
Avaya IP Office INVESTMENT
Avaya Integral 5
Avaya PARTNER®
Completed: R5 Sept 2009
PROTECTION
Integral 5 EOS on 31 Dec 2011
Completed: R6 Mar 2010 Mar 2010
Manufacturer’s support policy is 3 years after the effective EOS date. An additional 3 years extended support extended support beyond end date of manufacturer’s support is also available.
PARTNER® EOS on 8 Nov 2010
Avaya Norstar Completed R6.1 plus R7 Nov 2010 and March, 2011
Norstar EOS on 4 Oct 2010
Avaya BCM Completed R7 March 2011
BCM EOS on 1 Mar 2012
9Accelerates innovation with IP Office, our flagship solution for SME markets © 2011 Avaya Inc. All rights reserved.
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Avaya IP Office R8.0
N=New E=Enhanced
The Power of We™ We for Small and Medium Enterprise USER PRODUCTIVITY E
E
E
E
E
E
n/a with Basic Receptionist
Office Worker
Mobile Worker
(Preferred)
TeleWorker
Power User
Agent
Supervisor
OTHER OPTIONS Optional Hardware & Software
Choose Based on the Number of User Types you Have (One Time Seat License)
GROUP COLLABORATION Basic Telephony
IP Telephony with Mobility
N
E IP Office Off Basic Edition
Unified Communications
E IP Office Preferred Edition
IP Office Off Essential Edition
Warranty & Services
UC and Contact Center
E IP Office Advanced Edition
Pre-requisite: Essential Edition
Pre-requisite: Preferred Edition
Pre-req: Basic Edition
Accessories & Adjuncts
One Edition License Covers All Users on the Server (I.E. Location)
VOICE DATA ,VIDEO, VOICE, VIDEO AND DEVICES E
E
Application Partners
Financing Communications Server
© 2011 Avaya Inc. All rights reserved.
Data
Multi Media Endpoints
Multi-site Options
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Avaya IP Office R8.0 What’s What s new
Differentiated Mobility
► New “one‐X® Mobile Preferred” solution
extends UC to Android mobile devices extends UC to Android mobile devices ► Integrated presence, IM, visual
voicemail, conferencing & more!
► C110 UC Module provides on‐board
Simplified Installation & ll Management Desktop Application Application Integration © 2011 Avaya Inc. All rights reserved.
New! Essential Edition License Edition License
Expanded IP Expanded IP DECT options
applications support for IP500v2 ► Bundled with Preferred Edition Bundled with Preferred Edition ► New browser‐based Web Manager for
IP Office Basic Edition (i.e. formerly Essential Edition ‐ Quick Mode)
High‐quality audio G722 codec support
► New Microsoft® Outlook plug‐in ► Enhanced one‐X Portal for IP Office adds
federated presence with GoogleTalk and federated presence with GoogleTalk and MS Exchange calendar mining ► Salesforce.com Integration
New! Advanced Edition Reports p and Statistics 10
Summary of New Features IP Office platforms supported • IP500 • IP500 V2
IP Office Licensing
6.1 last release for the 400 series New License
• Essential Edition license introduction • Essential Edition License is a pre-requisite for the Preferred Edition License • Upgrade from any prior release to R8.0 is chargeable (via a Total Care Contract) - refer to section ti 24 ffor additional dditi ld details) t il )
• New Trial Licenses o Essential Edition Trial License o Preferred Edition Trial License o Advanced Edition Trial License o Office Worker Trial License o Teleworker Trial License o Power User Trial License o Mobile Worker Trial License o Customer Service Agent Trial License o Customer Service Supervisor Trial License
90 d day T Try and dB Buy
• New Upgrade License (5 user bundles only) o Mobile User to Power User Upgrade License o Office Offi Worker W k to t Power P User U Upgrade U d License Li
© 2011 Avaya Inc. All rights reserved.
Now yyou can upgrade pg Users! 11
Virtual Trial Licenses All new R8.0 IP Offices (IP500 V2 only) will have the following trial licenses included: – Essential edition – Preferred P f d Edition Editi – Advanced Edition – Power User (Users) – Customer Service Agent – Customer Service Supervisor – Teleworker (Users) – Mobile Worker (Users) – Office Worker (Users) – Receptionist (Users) – The duration of the trial licenses will be 90 days and the trial will start from the first call made on the system. When you add a real Essential license during the 90 days then you lose all the trial licenses. The above licenses will not prevent the installation of trial li licenses obtained bt i d via i ADI, ADI once the th initial i iti l lilicenses h have expired. i d © 2011 Avaya Inc. All rights reserved.
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New R8 R8.0 0 Product Numbers
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IP Office Release 8.0
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New 8.0 Feature Set Coaching/Silent Intrusion/Whisper page Coaching intrusion is primarily a call center feature, supporting interruption or inclusion of a supervisor on a live call to talk to an agentt without ith t th the ffar end d caller ll lilistening t i tto th the conversation. ti Th The caller may still talk to the agent, but will not hear what the supervisor is saying. The agent will be able to hear both the caller and the supervisor. This is useful when the agent needs support/training or when the supervisor needs to intrude to give instructions to an agent. Silent Intrusion or Whisper Page can be effective in a scenario y intrudes into a call of his/her boss to whisper p that where a secretary a very important customer is waiting. The boss hears his/her secretary while talking to the caller but the caller will not be able to hear the secretary. • User A makes a call to B • User C makes a coaching intrusion/silent intrusion to B • User A will not hear any communication (coaching) from C to B • In most cases user A will be an external caller. But could also be an internal one one. It is also possible that user B makes the call in case of an outbound dialing campaign © 2011 Avaya Inc. All rights reserved.
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New 8.0 Feature Set Call Screening – A user will have the capability to listen to incoming calls. When an g call arrives at yyour p phone and is then directed to and incoming answered by the voice mail system, you automatically hear the caller on your phone speaker, the caller cannot hear you. You can decide whether to answer the call or drop from the call and let the voice mail system continue to handle the call. Pause Call-recording – This feature enables the capability to pause call recording for a specific time period. This is typically useful when a client is g his/her credit card number with a Customer Service communicating agent. – Leading credit card companies defined standards in the PCI Security Standard Council and one of these standards is not recording credit given by y the customer. This feature allows us to card numbers g comply l with i h such h standards. d d
© 2011 Avaya Inc. All rights reserved.
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Avaya IP Office Essential Edition – R8.0 Delivers right priced value across editions BEFORE: With 7.0 BEFORE GROUP COLLABORATION IP Office Essential Edition
Quick Mode
IP Office Preferred Edition Pre-requisite: Essential Edition
Standard Mode
Problem: IP Office Advanced Edition
Pre-requisite: Preferred Ed.
One Edition License Covers All Users on the Server (I.E. Location)
$50
+$2,395
+$2,295
Too much value in STD mode for $50 Modes are too confusing Too wide a gap id in price to jump to Preferred
AFTER With 8 AFTER: 0 8.0 GROUP COLLABORATION IP Office Basic Edition
IP Office Essential Edition
IP Office Preferred Edition Pre-requisite: Essential Edition
Solution: IP Office Advanced Edition
Pre-requisite: Preferred Ed.
One Edition License Covers All Users on the Server (I.E. Location)
$ $50
$ $495 Raised price & increased value Added mobility for all users
© 2011 Avaya Inc. All rights reserved.
$ , +$1,895 Reduced price & increased value Added preferred mobility with power user
$ , +$2,295
Simplify by eliminating “modes” Re‐allocate pricing to minimize gap Add value to strengthen h proposition
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Avaya IP Office Editions Price & value comparisons based on customer needs
+$2,295 NPL (Total: $4,735)
+$1,895 NPL (Total: $2,440)
Price of SD Card
P f d Editi Preferred Edition +$495 NPL
(UC with Preferred Mobility)
(Total: $545)
Essential Edition $50 NPL
(IP Telephony/Essential Mobility)
Basic Edition (Basic telephony) • Key System • Single site only • Digital/Analog Digital/Analog phones only • Auto‐attendant • 64 party ad hoc only audio conferencing • Voicemail N/A: User solution, multi‐site options N/A: User solution, multi site options
Adds to previous:
• IP PBX functionality • Up to 40 Auto attendants • Voicemail to email • One‐X Mobile Essential (all users) Essential (all users) • Basic call control on mobile devices • 128 party ad hoc only audio conferencing • Up to 2 remote phones/system Options: Receptionist, Multi‐site Options: Receptionist, Multi site
Adds to previous: • Full “Meet me” audio conferencing w/user passwords • Unlimited multi‐level auto attendant • Scalable, resilient voicemail • No limit on VPN phones/system (w/Teleworker) • Call recording • Ability to add user solutions – Desktop on mobile device, HD video conferencing, IM/presence, calendar mining, Outlook & Salesforce integration Adds Options: Power User, Office Worker Adds Options: Power User, Office Worker
Advanced Edition (UC with Call Center)
Adds to previous: Adds to previous: • Track, measure customer service • Password protected call recording with search, replay, archiving • Alarm notifications • Detailed actionable reports • Interactive Voice Response (IVR) • Text To Speech • Visual Basic Scripting • PC Wallboard
Adds Options: Agent, Supervisor Adds Options: Agent, Supervisor
VOICE, DATA ,VIDEO, AND DEVICES
Communications Server © 2011 Avaya Inc. All rights reserved.
Data
Multi Media Endpoints
IMPORTANT: Existing customer sites where user solutions were implemented without Preferred Edition will need to upgrade to Preferred Edition with their 8.0 upgrade. Any 8.0 upgrades where only Essential edition is implemented will lose all user solution functionality (excluding Receptionist)
Multi-site Options 18
Avaya IP Office mobility portfolio Feature comparison one‐X Mobile Essential for IP Office Features & Functionalities
Mobile twinning
one‐X Mobile Preferred for IP Office Data‐based unified communications
Mobile call control (via DTMF)
Corporate directory access
Voice‐based communications
IM/Presence Geolocation UI
Basic User Experience
OS Platform
iOS 3.x, Symbian, Windows Mobile
Offer Bundle Offer Bundle
Included with IP Office Essential Included with IP Office Essential Edition license for all users
© 2011 Avaya Inc. All rights reserved.
Visual voicemail Visual voicemail Rich User Experience Android 2.x Included in Mobile Worker & Included in Mobile Worker & Power User packages (Preferred Edition license required)
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New Avaya one-X® Mobile Preferred Extends UC to Android devices Mobility Offer Included with IP Office Essential Edition
PREMIUM Mobility Offer For use with IP Office Preferred Edition
one‐X® Mobile Essential for IP Office X® M bil E ti l f IP Offi
one‐X® X® Mobile Preferred for IP Office M bil P f d f IP Offi
Cost‐effective mobility without the need for an additional server
Integrated server‐based solution provides rich functionality
Mobile twinning with office desk phone bl h ff d k h
Multi‐modal communication – li d l i i IM, voice i call control, conferencing
Call control as if you are in the office
Supported on iOS 3.x, Symbian, Windows Mobile © 2011 Avaya Inc. All rights reserved.
Supported on Android 2.x 20
Avaya one-X® Mobile Preferred for IP Office Features users can now access on the go Bring the one‐X® Portal for IP Office experience to the mobile workforce — Call control (click‐to‐call, click‐to‐conference, etc.) — Visual voicemail — IM and presence (both call and calendar) — Corporate directory access — Call screening — Additional features specific to mobile users Additi lf t ifi t bil
Supported on Android 2.x smartphones and/or tablets* 9Unique mobility with sell “sizzle” trumps competition 9Simplifies and drives UC adoption for mobile workers * iPhone integration will follow in a dot release (cQ2 2012) © 2011 Avaya Inc. All rights reserved.
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Avaya one-X® Mobile Preferred for IP Office Easy to deploy deploy, leverages existing server infrastructure Cellular voice / PSTN
IP Office
Voice calls
9Simplified, open architecture • Only one physical server O y o e p ys ca se e required (can use existing Preferred Edition / one‐X Portal server) • Calendar integration with MS Calendar integration with MS Exchange • Rich presence aggregation and federation with public networks
9Real‐time business collaboration for the mobile workforce f
Data
Internet / Internet / Cellular Data Network
IP Office one X Portal & one‐X Portal & VoiceMail Pro Server Requires only one physical Requires only one physical server!
Microsoft Exchange Server Calendar Integration
© 2011 Avaya Inc. All rights reserved.
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Geo-Location Services
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Avaya C110 Unified Communications Module Reduces cost, cost deployment and maintenance of external servers Integrated CPU module for IP Office* — Linux‐based, solid‐state module — Support for User Productivity applications S f U P d i i li i — Single IP500 slot card
“One touch” solution — Bundled with Preferred Edition – Bundled with Preferred Edition minimizes minimizes
installation time — Additional voicemail port licenses can be
configured using IP Office Manager up to a maximum of 24 ports i f 24 t — Single maintenance contract, reduced support
cost, deployment, and server maintenance — Not tied to Microsoft or Linux updates and p Maintenance of the C110 UC Module will be through the Web Control interface exactly the same as the Applications Server for configuration, upgrades and diagnostics.
* Module will GA early 2012 © 2011 Avaya Inc. All rights reserved.
licensing — Simple to install – less than 30min vs. 2‐hour
install with a Windows server 9Lowers an already unique TCO proposition 9Increase applications up‐sell opportunity 9Minimize disruption to SME during install 24
Avaya IP Office Web Manager for Basic Edition Manage IP Office from any browser capable device Elegant and Intuitive User Experience — Dashboard and monitoring — Role‐based administration — Remote maintenance — Registration health check and
self‐learning (future) — Backup/restore to/from
local/remote servers (future) local/remote servers (future) — SW upgrades from local/remote
servers (future)
9Freedom of device (laptop or tablet) through broad variety of browser 9Freedom of device (laptop or tablet) through broad variety of browser support to manage IP Office locally or remotely! © 2011 Avaya Inc. All rights reserved.
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New Gadgets: one-X® Portal for IP Office Increased personalization enhances user experience
Federated presence with MS Exchange & GoogleTalk contacts
Mute button for active calls active calls
MS Exchange calendar mining Transfer IM to voice conversation
9 Simple URLs Simple URLs 9 MyBuddy 9 Gadget tabs Easy 3 y rd p party gadget yg g integration e.g. iGoogle © 2011 Avaya Inc. All rights reserved.
& more!
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New: Avaya IP Office Plug-in for Microsoft® Outlook Enables SMEs to embed communications into their desktop Click to call or conference
Federate presence with MS Exchange & GoogleTalk & GoogleTalk contacts
Visual voicemail
Calendar mining 9 Easy to install – no additional
servers required 9 intuitive for your customers to use 9 Increase consideration with Mi Microsoft SMEs f SME 9 Included with Office Worker, Teleworker and Power User © 2011 Avaya Inc. All rights reserved.
Prime contacts always on display – no search required!
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Integration with Salesforce.com Call control through SFDC portal
Make and receive calls Consultative or blind transfers Screen pop on incoming calls Place calls on / off hold
© 2011 Avaya Inc. All rights reserved.
“Out of the box” integration with IP Office – – – –
Simple plug‐in appears in side bar of every SFDC page Enable your customers to personalize their service y p Instant access to customer information Included with Office Worker, Teleworker and Power User 28
New IP-DECT Gateway Combine digital and IP base stations in a single network Avaya IP DECT R4 Gateway
Modular, scalable wireless solution — Connect IP or Connect IP or digital base stations digital base stations — Up to 16 base stations per gateway; 2
gateways per IP Office — Seamless hand‐off and roaming for
users in a campus environment i i t
Integrated applications on handset — Avaya In‐building Wireless Server IP Office
AIWS2
© 2011 Avaya Inc. All rights reserved.
IP Base Station
Digital Base Station
(AIWS) enables messaging, central (AIWS) enables messaging, central phonebook, and centralized management of handsets
9Simple ‐ centralized management 9 eases administration 9Flexible – add IP or digital base stations depending on customer stations depending on customer need 29
IP Office Advanced Edition New reports features and statistics reports, features, New reports 9Reports shown in 15 & 30 minute Reports shown in 15 & 30 minute
increments 9Agent Performance Factor in Agent Time Card Report 9Supervisor Report Template Copy 9Custom reports with Microsoft Report Builder
New features 9Coaching / Silent Intrusion / Coaching / Silent Intrusion /
Whisper page 9Real‐time monitoring 9Enhanced system statistics
Simple, powerful reporting with even more value for your customers Thin client architecture lowers speeds installation, lowers TCO p ,
© 2011 Avaya Inc. All rights reserved.
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What it means
© 2011 Avaya Inc. All rights reserved.
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Avaya IP Office R8.0 What it means for your SME prospects and customers
Manage Your g Office from Your Mobile Device
Integrate Communications & Business Applications
9 Seamless integration between your office desktop and
your mobile devices your mobile devices 9 Real‐time business collaboration and federated presence across multiple platforms
9 Integration with Salesforce.com® and Microsoft® Outlook
enables SMEs to embed communications into their desktop p
9 It’s greener ‐ It’ C110 UC M d l C110 UC Module consumes less power than l th
Lower Your TCO with a Greener Solution
external server 9 Up to 5% lower TCO over 5 years than server‐based installations* 9 Hybrid DECT enables SME to retain infrastructure; save $
*Research was conducted independently by The Tolly Group, and The Tolly Group was compensated by Avaya for conducting the study © 2011 Avaya Inc. All rights reserved.
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Avaya IP Office R8.0 What it means for you
Maximizes Revenue Opportunity
Strengthens Selling Proposition
9 Improve applications attach rate 9 Pull through white label mobile services / traffic Pull through white label mobile services / traffic 9 Expands sales opportunity through integration with
Microsoft Outlook and Salesforce.com 9 Installation made easier by consolidating applications on a
single “plug and play” module 9 External Windows server, licenses, and skill set not External Windows server, licenses, and skill set not required
9 Web‐based management reduces overhead and
Lowers Your Cost of Sale, Support
© 2011 Avaya Inc. All rights reserved.
maintenance costs 9 Reduce installation times by more than 90 minutes over server‐based installations
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Avaya IP Office R8.0 Differentiated selling for SME channels One Product. O Model. One M d l
Enriched mobility with desktop experience on cellular Includes 128 party audio conference bridge Video Conferencing
Rich Collaboration.
No fans (excluding the C110 module), No moving parts. y Software-driven resiliency (no idle hardware)
© 2011 Avaya Inc. All rights reserved.
Uniquely reliable & resilient. resilient
Single, modular platform – from 5 to 1,000 users Serves entire SME segment, as they grow
It’s a Hybrid.
Easy to Customize, Personalize.
IP, digital, analog or SIP or mix Greener on IP than the rest Variety of digital options consume far less energy
Browser based user solutions 170+ compliant applications via ia Avaya A a a DevConnect
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Industry Selling With SMEC Premier Partners Innovative solutions to penetrate new markets markets, boost deal size
; Close relationships developed with select D C DevConnect Partners P ; Pre‐certified with IPO R8.0 ; High value applications to drive high margin High value applications to drive high margin sales ; Orderable with Avaya Part number (CQ1 2012) ; O Opportunities for new markets not currently ii f k l accessible with IP Office What this means for Partners 9 Increased revenue opportunity 9 Improved margins from software Repeatable business (verticals) 9 Repeatable business (verticals) 9 Take share from competition © 2011 Avaya Inc. All rights reserved.
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New Tools! Sales Tool Kit for R8 0 R8.0
►EZ Demo gets a makeover ►Also available on iPad ►Available soon in French,
German & Russian ►Updated ROI Calculator Updated ROI Calculator ►Updated Collateral and tools ►New Posters & Screensaver Download IP Office EZ Demo: Go to Safari on iPad (must be running latest OS on iPad) http://avayaezdemo.level0help.com © 2011 Avaya Inc. All rights reserved.
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Don’t forget the full arsenal! Complete set of tools to help you win
I d t Toolkits Industry T lkit TCO paper Competitive Sheets BCM Feature Matrix EC Tool Case Studies Roadmaps Positioning Tools White Papers
© 2011 Avaya Inc. All rights reserved.
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Avaya IP Office R8.0 Call to action
Download the EZ Demo Sales tool – Laptop: http://partner.avaya.com/ptlWeb/spCP/CS2011121135038381009 http://partner avaya com/ptlWeb/spCP/CS2011121135038381009 – iPad from safari on iPad: http://avayaezdemo.level0help.com
Understand verticals – Differentiate! Learning Resources… – SME Portal http://partner.avaya.com/ptlWeb/smbs/spHome http://partner avaya com/ptlWeb/smbs/spHome – Look for the Avaya IP Office R8.0 sales toolkit – Take the Course: – R8.0 Delta – APSS
© 2011 Avaya Inc. All rights reserved.
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In Conclusion..Selling
© 2011 Avaya Inc. All rights reserved.
Aid for 8.0
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Thank You!
© 2011 Avaya Inc. All rights reserved.
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