Avaya Experience Platform

Avaya Experience Platform implementation process:

1. Initial Setup and Configuration: The initial phase involves setting up the Avaya Breeze® platform and using the System Manager for configuration. This setup forms the foundation of the Avaya Experience Portal, which integrates various communication services and applications.

2. Training and Documentation: As part of the implementation, comprehensive training is provided. This includes training for trainers, users, supervisors, and administrators. The training is designed to be interactive, ensuring that all participants fully understand the system and can operate it effectively post-implementation. Documentation and training manuals are also provided during this phase.

3. Customization and Integration: For customers requiring specific functionalities, the Avaya Experience Platform allows for customization and integration with existing systems. This might involve setting up and configuring additional features like the Orchestration Designer, which is supported on specific versions of Tomcat, Websphere, and WebLogic. The platform supports integration with any HTTP web and application server that adheres to the HTTP protocol, allowing for a flexible and tailored setup.

4. Testing and Certification: If the product is customized beyond the standard configurations initially designed and tested by Avaya, the customer is responsible for testing and certifying the product. This ensures that any modifications or integrations work seamlessly with the overall system.

5. Deployment: The final deployment of the Avaya Experience Platform involves rolling out the configured and tested solution across the customer’s environment. This phase may include final adjustments and optimizations based on the testing phase outcomes.

6. Ongoing Support and Maintenance: Post-deployment, Avaya provides limited support mainly focused on isolated issues at the environment level. Customers or Avaya Business Partners are expected to handle application-related issues and maintain the software execution environment. Avaya also engages in consultative support requests on a time-and-materials basis.

Duration of Implementation: The total time required to implement the Avaya Experience Platform can vary. For standard deployments, the process might take a few weeks to a couple of months. However, for more complex setups involving extensive customization and integration, the implementation might extend over several months.

Avaya Experience Platform customization process:

• Integration with Existing Systems: The platform allows for seamless integration with existing systems, including CRM software, which is crucial for businesses looking to maintain continuity and leverage their current technological investments.

• Development Tools and Configurations: Avaya provides a range of development tools and configurations that enable businesses to develop and test their own speech and call control applications. This includes access to remote labs where DevConnect members can prototype and validate their applications, indicating a high level of customization for specific business needs.

• Customizable Communication Channels: The platform supports a variety of communication channels such as voice, video, chat, and messaging. Businesses can customize how they use these channels to interact with customers, ensuring that the communication methods align with their operational strategies and customer preferences.

• Conversational AI and Automation Tools: Avaya Experience Platform incorporates AI and automation tools that can be tailored to improve customer interactions and operational efficiency. This includes conversational AI to guide agents and automated compliance triggers, which can be customized according to specific business requirements.

• Security and Compliance Customization: The platform offers advanced security tools and compliance features that can be adapted to meet specific industry regulations and company policies. This customization is crucial for businesses in highly regulated industries such as finance and healthcare.

• Attribute Routing and Analytics: The platform provides intelligent routing capabilities and analytics tools that can be customized to optimize routing decisions and gain insights based on specific business metrics. This allows companies to tailor the customer journey based on unique business insights and operational needs.

1. Setup Fees: There is an entry-level setup fee required for the Avaya Experience Platform. This fee is necessary to get the system up and running.

2. Subscription Costs: The pricing for the Avaya Experience Platform varies depending on the package chosen. For instance, the Digital package is priced at $48 per user per month, the Voice package at $83 per user per month, and the All Media package at $125 per user per month.

3. Maintenance and Support Charges:

• Basic Support: The basic technical support offered by Avaya is limited to providing pointers to existing documentation for self-help and does not include detailed investigations like debugging or log file analysis.

• Enhanced Support: Enhanced support tiers are available for registered and higher membership levels, including gold and platinum members. These members can use their DevConnect membership benefits to access technical support hours. Support can be purchased on an hourly basis or through higher-level memberships that include a specific number of support hours.

• Support for Application Issues: Avaya and its Business Partners are responsible for resolving isolated issues at the platform or product level. However, the customer or the Avaya Business Partner must handle all other application-related issues.

Compliance Testing Services: For gold and platinum members, Avaya offers compliance testing services. Upon completion of the test, Avaya issues a compliance letter among other benefits.

Avaya Experience Platform training and supports:

Training Options

• In-depth Training: Avaya provides in-depth training to help users gain a full understanding of the platform and its capabilities. This training can be conducted online or in person, catering to different learning preferences and requirements.

• Certification Services: Users have the opportunity to earn credentials in Avaya solutions, validating their expertise and proficiency in using the platform. This is beneficial for professionals looking to demonstrate their technical knowledge and skills.

• Interactive Training Package: As part of the implementation package, Avaya offers an in-depth training package covering user experience (Avaya Workspaces), administration, and reporting. The training is interactive, requiring users to actively participate to maximize learning outcomes. Training manuals and documentation are provided, accessible through a documentation portal. This approach ensures users are well-prepared to use the cloud solution effectively.

• Training for Various Roles: The training is designed to cater to different roles within an organization, including trainers, users, supervisors, and administrators. This ensures that each user, regardless of their role, receives the necessary training to perform their duties effectively using the platform.

Support Options

• Basic Technical Support: Avaya offers basic technical support, providing pointers to existing documentation for self-help. This support tier is aimed at helping users troubleshoot common issues independently.

• Enhanced Support for Registered Members: For registered members, including gold and platinum members, Avaya provides enhanced support tiers. These tiers offer access to technical support hours, which can be purchased on an hourly basis or included in higher-level memberships. This support is more comprehensive, covering detailed investigations and troubleshooting.

• Self-Serve Administration: Avaya Experience Platform allows for self-serve administration, enabling users to configure the platform according to their business needs. This includes adding new users, moving supervisors and employees between groups, and adjusting settings without requiring direct support from Avaya.

• Support Desk: Beyond the initial training, Avaya's support desk is available to field questions from customers. Should further training be required to optimize the customer's usage of the platform, Avaya can accommodate and build additional training packages tailored to the customer's needs.

Avaya Experience Platform security measures:

1. Data Protection Practices: Avaya is committed to safeguarding privacy through various protection practices, customer education, and privacy measures integrated into its products. This approach ensures that customer data is handled with the utmost care and in compliance with privacy regulations.

2. Minimal Data Collection: The company aims to collect only the information necessary for conducting business, implementing robust measures to protect individuals' personal data. This principle of data minimization helps in reducing the risk of data breaches and ensuring compliance with data protection laws.

3. GDPR Compliance: Avaya has a team of highly-skilled professionals dedicated to ensuring that the processing of information and personal data under its custody is protected in accordance with the General Data Protection Regulation (GDPR). This includes measures to secure personal data and processes to uphold the rights of individuals under GDPR.

4. Security by Design: For both enterprise and cloud-based solutions, Avaya employs a security by design approach. This includes protection for data and access through design, compliance with relevant standards, best practices, system hardening, and controls. This proactive approach to security ensures that data protection measures are integrated at every stage of product development and deployment.

5. Data Sovereignty and Localization: Avaya's solutions are built with data sovereignty in mind, incorporating data localization, specific security measures, compliance support, and localized expertise. This ensures that data is stored and processed in accordance with the legal requirements of the jurisdiction in which it is collected, providing an additional layer of protection.

6. Encryption: Avaya cloud solutions use encryption to protect all data in transit and at rest. Data in transit is secured using Transport Layer Security (TLS) version 1.2 or higher, which helps in preventing unauthorized access and ensuring the confidentiality and integrity of data as it moves across networks.

7. Cloud Security: Avaya delivers security for its cloud solutions through partnerships with global security intelligence, sophisticated customer-facing controls, and a hardened infrastructure. This multi-faceted approach to cloud security ensures that customer data is protected against a wide range of cyber threats.

Avaya Experience Platform updates frequencies and methods:

• Planned Maintenance and Outages: Avaya provides advance notice for planned maintenance or outages that may affect the service. Notices range from 14 days for higher-risk maintenance to 2-7 days for minor changes that might result in transient visible changes or minor risks.

• Emergency Changes: In the event of an imminent and significant operational or security risk, Avaya may implement emergency changes with a 30-minute prior notification. This ensures the platform's protection and maintains service integrity.

• Outage Reporting: Avaya employs world-class monitoring tools to detect unplanned outages. Service and support staff report these outages, and customers are proactively informed of any issues detected. A public dashboard for Avaya OneCloud services provides real-time status updates.

• Release Notes: With each update, whether a major release or a feature pack, Avaya provides detailed release notes. These documents outline the changes, enhancements, and any known limitations or workarounds, ensuring that users are well-informed about the new capabilities and any potential impacts on their use of the platform.

Avaya Experience Platform data ownership and portability:

• Data Ownership: Avaya recognizes the importance of data ownership, ensuring that customers retain control over their data. Avaya will not access Avaya Experience Platform Customer's content data without permission from the customer and only for specific contractual purposes. This approach respects the principle of data ownership, where the customer, as the data controller, maintains control over their data.

• Data Portability: Avaya adheres to the right to data portability, allowing individuals to receive their personal data in a structured, commonly used, and machine-readable format. This right enables individuals to transfer their data from one electronic processing system to another without hindrance from Avaya. Data portability is a critical aspect of GDPR, which Avaya complies with, ensuring that individuals can exercise their rights regarding their personal data.

Avaya Experience Platform scalability:

1. Flexible Subscription Models: Avaya Experience Platform offers subscriptions in 1, 3, and 5-year terms, allowing organizations to choose a plan that best fits their long-term needs and budget considerations.

2. Scalability of Services: The platform is highly scalable, enabling businesses to easily add or remove users as their needs evolve. This scalability ensures that organizations can adjust their resources in response to changes in demand, business growth, or downsizing.

3. Cloud-based Adaptability: Being a cloud-based solution, Avaya Experience Platform allows for easy scaling without the need for physical infrastructure changes. This means organizations can scale up to accommodate increased demand or scale down during slower periods without significant logistical challenges.

4. Elastic Computing: The platform utilizes elastic computing to manage scalability. This approach allows for enormous scalability and platform flexibility, ensuring that peak activity does not affect other tenants. This is particularly important for maintaining performance during high-demand periods.

Avaya Experience Platform terms and condition guidelines:

Contract Renewal

• Automatic Renewal: Contracts for Avaya Experience Platform services typically renew automatically. The initial term will renew for consecutive renewal terms at the then-current price unless either party notifies the other of their intent not to renew 30 days or more before the end of the current term.

• Renewal Notification: For the renewal of services, Avaya or the customer must provide a written notice of non-renewal at least 30 days prior to the renewal date to prevent automatic renewal.

• Renewal Terms: The renewal terms are described in the Statement of Work (SOW) or Supplemental Terms, which detail the specific conditions and duration of the renewal.

Contract Cancellation

• Cancellation Policy: Customers can cancel or partially cancel a maintenance services agreement during the agreed term, although specific conditions and potential penalties for early termination are not detailed in the provided documents.

• End-of-Contract Data Extraction: At the end of a contract, user data can be exported in several formats such as CSV, Excel, or Plain Text. Specific data types like Call/Screen Recording data and Contact Centre/Reporting data may require further consultation with Avaya's support team for extraction.

• End-of-Contract Process: If the customer does not provide notice to terminate or no other agreement is reached, the contract will default to a 30-day contract, providing a short-term continuation until a new agreement is established or a complete termination is processed.

Avaya Experience Platform adheres to the following complaince standards:

• Federal Information Processing Standards (FIPS) 140-2: The platform complies with FIPS 140-2, which is a U.S. government computer security standard used to approve cryptographic modules.

• National Institute of Standards and Technology (NIST) Standards: It also adheres to standards set by the National Institute of Standards and Technology, which develops and promotes measurement, standards, and technology to enhance productivity, facilitate trade, and improve the quality of life.

• Payment Card Industry Data Security Standards (PCI DSS): Through integration with Sycurio, Avaya Experience Platform enables organizations to achieve PCI DSS compliance for secure payment transactions. This standard is crucial for businesses that handle cardholder information, ensuring secure data processing, storage, and transmission.

• SOC2: Avaya implements controls at every point of the development lifecycle in accordance with SOC2 standards. SOC2 is a framework for managing data based on five trust service principles' security, availability, processing integrity, confidentiality, and privacy.

• ISO 27002 and ISO 22301: The platform uses standards such as ISO 27002, which provides guidelines for organizational information security standards and information security management practices including the selection, implementation, and management of controls, taking into consideration the organization's information security risk environment(s). ISO 22301 specifies the requirements for establishing, implementing, maintaining, and continually improving a documented management system for business continuity.