4Workforce Optimization es un Proceso Enfocado en productividadTecnología básica ACDGrabación de llamadasMonitoreo SilenciosoMuchas Hojas de CálculoEnfocado en la Calidad definida internamente;Ruteo basado en habilidadesMonitoreo de la calidadScorecardsWorkforce ManagementL4L3Enfoque en cliente como centro de la empresa;Análisis de causa raízAnálisis de los procesos de negocioExtensión de Avaya WFO al Back OfficeL2Enfocado en el servicio al cliente como una ventaja competitivaeLearningSpeech AnalyticsCustomer FeedbackL1Sometimes it seems that if a company wants to implement a workforce optimization strategy, they are faced with buying a lot of software all at once. But that’s not the case at all. Workforce optimization is a journey…and it starts with call recording. This fundamental decision places you on a path towards workforce optimization or on a path to silo’ed point solutions. This illustration depicts how a contact center moves through four levels of increasing maturity and importance to the enterprise.In Level 1 contact centers, often the only piece of technology is the ACD – provided by Avaya. We can provide Level 1 centers many management tools, including call recording as a foundation for many other initiatives going foreward.Level 2 centers quickly capitalize on the value of the recorded calls. Quality monitoring solutions are put into place quality is defined internally and where assessments of agent performance are rendered using computerized forms for scoring and coaching information.Frequently, Workforce Management solutions (forecasting and scheduling) are brought into the center in Level 2 centers as the management team realizes that good service can be excessively expensive unless paid agent labor hours more closely match customer demand.And Level 2 centers begin to make use of Scorecards as a performance feedback mechanism. With feedback coming from the QM and WFM systems, scorecards help focus employees on meeting performance expectations and helping delivering results.In Level 3 centers, the management team realizes that while delivering great customer service at the lowest cost is a valuable contribution, delivering a great customer experience can itself be a sustainable competitive differentiator for the enterprise itself. To realize this mission requires the center to employ technologies such as speech and data analytics to the vast storehouse of unstructured data in the thousands of hours of recorded interactions.A customer experience consultancy called TARP, in the SE USA, has repeatedly found that the best way to understand what customers think about your company, its people, its products and its processes is to ask them. Customer Feedback Management systems are employed in Level 3 centers to clearly identify what customers like and dislike about doing business with you.In Level 4 centers, the enterprise and the contact center become seamless as the objective is to become truly customer centric – to view everything and everybody through the eyes of the customer. This involves working to identify sources of dis-satisfaction and eliminating them. It involve moving the same tools and processes used in the contact center to create and deliver value into other areas of the enterprise, most notably the back office.Most centers are stuck in Level 2, wondering why no matter how hard they work, performance seems to be stuck at what seems to be a plateau. It is time for a Avaya WFO strategy.Madurez del Contact Center
5Crecimiento del Mercado a Largo Plazo Las empresas se están centrando en mejorar las operacionesen lugar de agregar nuevos agentes, lo que lleva a invertiren software para mejorar el entorno Centros de ContactoSe espera un crecimiento significativo en aplicaciones de Contact Center,iniciando la recuperación en 2010Agent Performance: CAGR 10.9%Self-Service: CAGR 9.7%Proactive Contact: CAGR 9.3%Key TakeawaysACD revenues expected to be flat (CAGR 0.5%) with significant growth expected in CC applicationsFocus must be on growing the revenues through applications and servicesACD market hard hit in 2009 by economic crisis and price declines; recovery to shipment levels delayed until 2012Implementation of workforce optimization applications could impact agent growth long-term as agent productivity increasesAgent shipments rise, but offset by falling prices (~4% per year )CC applications expected to recover faster than ACD, resume growth in 2010Software-intensive areas that enhance contact center operationsThese applications may see adoption outside of contact center or reduce need for additional capacity by increasing productivityActionsMigrate installed base to NGCC and take advantage of the large and growing opportunity of CC ApplicationsProactively influence key external stakeholders of global market size and share data, in which Avaya participates, towards a measurement that leverages Avaya’s key differentiators (SIP, context).CC ACD & Applications ($M)ACD $855 $688 $670 $673 $679 $690 $704Self-Service $702 $662 $690 $756 $814 $906 $1,051PContact $225 $181 $189 $202 $213 $226 $282CTI $1,026 $842 $919 $968 $989 $1,039 $1,091Agent Perf $734 $710 $771 $871 $985 $1,119 $1,275Grand Total $3,541 $3,081 $3,240 $3,470 $3,679 $3,980 $4, % 6.6%CAGR (Compound annual growth rate ) Tasa compuesta de crecimiento anualCTI / Multimedia: CAGR 9.1%ACD: CAGR 0.5%Billones de $USFuente: Avaya analysis based on multiple industry reports (7/10)Oportunidad de mercado mundial de productos de contact center ($Usuario final)55
6Contact Centers usan WFO para mejorar su desempeñoDe acuerdo al reporte de Forester de Mayo del 201058% de los Contact Centers planean realizar actualizaciones de softwaremayores en los siguientes 12 meses.40% Planea incrementar el numero de posiciones de CC - 28% a un nivel del 5-10%¿Cuál de las siguientes actualizaciones está planeado realizar en los próximos 12 meses?WFO 40%Avaya Aura WFOIVR 37%Avaya Voice Portal and POMAgregar reconocimiento de voz al IVR 25%Avaya Voice Portal with Speech RecIntegración Multicanal 24%Avaya Aura Contact CenterSoporte Multimodal (SMS, video) 17%Avaya Aura Contact Center and POMThe market is there for the taking! Customers are ready to buy!WFO is a billion and a half marketWFO is the top ranked area for spendingAvaya cuenta con los productos para cumplir los requerimientos!6
8Workforce Optimization es… La fuerza de trabajo adecuada…con las habilidades adecuadas…haciendo las tareas correctas…y muy bien hechasWe said at the beginning that you need to constantly deliver new ways for customers to improve their CC (beyond the ACD)WFO is it. Maximizing preparedness for customer interactions – right agents there at the right time.Incrementar los ingresos de la empresa.Atraer y retener nuevos clientesReducir costos.Inovar nuevos productos y serviciosMejorar los prcesos de negocios.…para lograr los objetivos corporativos.88
10Avaya Aura Contact Center Suite Agent EnvironmentPerformance Centre: Permite a las empresas mejorar la experiencia de atención del cliente mejorando la retención de clientes y reduciendo costosPerformance ManagementReportingAnalyticsWFOWorkforce Optimization: Suite completa de WFO integrada en la gestión del rendimiento global de los agentes, supervisores y gerentesWork Assignment Engine: Asigna el trabajo adecuado para el recurso adecuado en el momento adecuado para cumplir los objetivos de negocio específicosChatMMSSMSVideoXMLVoiceAssisted Experience ManagementMedia Application Server: Arquitectura de TI centrada, características avanzadas de aplicaciones y soporte amplio ecosistema. Carrier Grade fiabilidad, escalabilidad, calidad del servicioReview the key components to the Avaya Aura CC Suite as note on the right side of the slide – each corresponds to the note Suite layer on leftCustomer Experience Portal:Aumenta la eficacia de autoservicio a través de canal de comunicación adecuado. Permite la diferenciación para crecer la rentabilidad y la marca.IVRWebChatAutomated Experience ManagementAvaya AuraTM: Camino evolutivo de cada cliente. Impulsando la productividad y la aceleración de negocios en toda la empresaor CS1000102010 Avaya Inc. All rights reserved.
11Gestión de la atención al cliente Antes, Durante y después de la atención al clienteCiclo cerrado de la gestión del rendimientoProporciona la correcta experiencia de atención a cliente,al cliente correcto,en el momento adecuadoa través del canal de comunicacionescorrecto a un costo adecuadoAntesEstablezca las expectativasde capacitaciónScorecardsQuality MonitoringWorkforce ManagementeLearning & CoachingSpeech AnalyticsRepetirActuar en base a la retroalimentaciónDuranteEnfocarse en laatención al clienteMany strive to improve their contact centers and seek guidance on what the “best” centers do. There is no single “recipe” for success, as each center must fit into its business context and address the defined goals, while balancing the tradeoffs created by cost and resource constraints. However, we can all learn something from others, and work towards “best practices” wherever possible.Muchos se esfuerzan por mejorar sus centros de contacto y buscar orientación sobre lo mejor que se puede hacer. No existe una "receta“ única para el éxito, ya que cada centro debe encajar en su contexto social y la dirección de los objetivos definidos, al tiempo que equilibran las ventajas e inconvenientes creados por las limitaciones de costos y recursos. Sin embargo, todos podemos aprender algo de los demás y trabajar en base a las "mejores prácticas" siempre que sea posible.Creemos que hay 3 areas principals en las cuales se debe enfocar la gestion de un centro de contacto: Antes, Durante y Despues. En estas areas los modulos de Avaya Aura WFO pueden ser utilizado para logras los objetivos planteados.“Customers will never experience your objective, they will experience how well you execute against it.” I tell customers this all the time and it resonates well with most so I wanted to highlight for this presentation. Let me know if you think it is not appropriate.We believe there are 3 main areas of focus for the contact center going forward.DespuésObtener RetroalimentaciónMedir la experiencia de atención al cliente11
12Avaya Aura® WFO Caso de estudio de Cliente Reducir la rotación de agente con la mejora de la satisfacción laboralRetos de la empresaCapacidad para documentar y cumplir los niveles de servicioMonitorear la calidad y mejorar continuamenteOptimizar la calendarización de recursosSoluciónOptimización de la fuerza de trabajo, incluyendo:Grabación de llamadas y monitoreo de la calidadPlaneación y calendarización de la fuerza de trabajoImpacto30% de reducción en el tiempo de capacitación de nuevos agentes.20% ahorros en tiempo de personal al tener una calendarización efectiva de agentes.$100,000 de ahorro anual en penalidades.Mejora de procesos y gestión del conocimientoChallengeMeeting and documenting strict service level agreements (SLAs)Improving processes and agent performance to deliver quality support services in a highly efficient mannerOptimizing workforce schedulingSolution - ITNAVIGATOR deployed Avaya Aura Workforce Optimization as a fully integrated solution for recording and quality monitoring across the company’s comprehensive portfolio of advanced Avaya contact center and unified communications applications.Value Created - ITNAVIGATOR reports that Avaya Aura Workforce Optimization enables the company to:trim the training time for new agents by approximately 30%develop new processes that result in time savings, such as a 90% reduction in time required to access customer sites for troubleshooting operations—which has huge impact on the company’s ability to meet SLAsconsistently demonstrate/document that strict SLAs are met—resulting in a savings of over $100,000 per year in penaltiesmonitor and improve the performance and productivity of agentsdevelop a comprehensive knowledge base that can serve as a playbook for future troubleshooting—to save time and trainingsave 20% in workforce time by scheduling agents more effectivelyDETAILSITNAVIGATOR streamlines operations, improves staff training, and meets tight SLAs with a contact center solution that now includes Avaya Aura WFOAs a systems integrator and software developer, ITNAVIGATOR provides 24/7 support to customers around the world from its contact center headquartered in Tel Aviv Israel and distributed throughout the US, Europe, and Russia.Like all companies that support mission-critical IT functions, ITNAVIGATOR deals with high-level challenges such as meeting tight SLAs, training and supporting the contact center staff, and closely monitoring quality. Already equipped with a wide portfolio of Avaya contact center solutions, the company recently deployed the new Avaya Aura™ Workforce Optimization solution to help meet these challenges. The results have been outstanding!BackgroundArik Shtilman, Vice President of Marketing and Business Development, commented, “Many of our customers on the systems integration side of our business are very large companies in the fields of finance and telecommunications. They cannot afford any downtime, because for them, downtime can result in a huge loss of money.”To provide the level of support these customers need, ITNAVIGATOR operates a distributed contact center that works 24/7, providing 4 tiers of support. It is headquartered in Tel Aviv, Israel, with agents working throughout Europe, Russia, and the United States.Challenges and successes in meeting extremely tight SLAsITNAVIGATOR’s customers in the financial and telecommunications industries typically have extremely mission-critical operations that would suffer significant financial impact if they were interrupted by a system or an applications failure. As a result, the SLAs are very strict, with fines imposed for SLAs that are not met.Operating within this kind of high-performance environment requires that ITNAVIGATOR be able to:clearly document the processes and timing by which the SLAs are mettrain staff efficiently and effectivelyclosely monitor qualityconduct ongoing process improvementstaff appropriately to address the peaks and valleys of customer activitydevelop a knowledge baseAccording to Shtilman, Avaya’s recent introduction of Avaya Aura Workforce Optimization has provided elegant solutions for meeting these challenges with a high degree of success and efficiency.Documenting SLAsITNAVIGATOR uses the recording capability of Avaya Aura Workforce Optimization (WFO) to record a specified number of calls for each aspect of its business so that the company can provide documentation that a specific SLA was met. Since each call ITNAVIGATOR uses the recording capability of Avaya Aura Workforce Optimization (WFO) to record a specified number of calls for each aspect of its business so that the company can provide documentation that a specific SLA was met. Since each call comes in through Voice Portal, the customer number is automatically “attached” to each recording, making both archiving and retrieval simple and accurate. WFO also provides a high degree of flexibility to record different numbers of calls for different parts of the business.“Being able to document our SLAs requires availability of the recordings, and in the past we have at times had recordings lost,” Shtilman said. “We were disappointed with the third-party providers of the recording systems we used then because they were either unable or unwilling to help us in this dilemma. As a result, we would be subject to penalties. Now that the recording function is fully integrated in the Avaya solution, we have no difficulty retrieving recordings, and if a problem did arise, we would be working with only one vendor, Avaya, to resolve it. It makes a tremendous difference to be working on this basis. We save over $100,000 per year in penalties, now that we can reliably demonstrate that particular SLAs were met.”Screen captures facilitate process improvements, agent training, and ongoing quality assuranceITNAVIGATOR has found that the capability to take screen captures of agent transactions in addition to voice recordings provides a wealth of information that can be leveraged in many directions to improve processes and individual agents’ performance. Shtilman cited a particularly important example: “We have been able to make productive changes within our own CRM system and develop more efficient internal processes because we are able to recognize tools that our agents may be lacking. For example, based on screen captures, we discovered that it was taking agents up to 3 minutes to connect to customer sites, and in view of our tight SLAs, this was an excessive amount of time. We were able to simplify the process and develop a new tool whereby the agent could make the connection in less than 10 seconds. That’s a reduction of over 90% in connection time, which makes a huge difference in meeting the SLAs.”Screen captures are also used extensively in diagnosing and correcting areas of agent performance that need improvement, and for agent training. “Using actual playbook scenarios illustrated on screen captures is much more effective in our training than the use of simulations. We can show agents their own screens, where they may not have performed as effectively as possible, and then compare them to actual scenarios where the same type of function was performed well. And for new agents, we are able to trim the training time by approximately 30%.”ITNAVIGATOR is developing a knowledge base that will enable agents to leverage solutions that have been documented in both video and voice. “Through this process we can see exactly what was done and actually create a playbook that can be used to solve future problems,” said Shtilman.Performance Management and staff schedulingQuality monitoring is ongoing at ITNAVIGATOR. Both audio recordings and screen captures are used to create scorecards that provide key performance indicators for each agent. At the end of each month, all agents receive a report and staff schedulingQuality monitoring is ongoing at ITNAVIGATOR. Both audio recordings and screen captures are used to create scorecards that provide key performance indicators for each agent. At the end of each month, all agents receive a report on where they stand with regard to their personal performance target and on the quality of resolutions provided to customers. Supervisors have vital performance data that enables them to take action by assigning learning and coaching to improve agent performance.The reporting and recording features that ITNAVIGATOR now has available have enabled the company to make very close assessments of the ebb and flow of activity in their clients’ businesses. This results in more accurate forecasting, to staff appropriately throughout the month. According to Shtilman, “The company now saves 20% in workforce time by scheduling agents more effectively. We are able to shift people to specific dates and times when we forecast high volume, and to avoid being significantly overstaffed at other times. The result is a significant labor cost savings.”Licensing? No problem!Shtilman also sees the integration of DMCC and TSAPI licenses as a very significant benefit of Avaya Aura Workforce Optimization. “Both we and our customers have been waiting a long time for a recording solution that is integrated as part of the overall contact center solution and supported by the same vendor. The integration makes the deployment and utilization of the application much simpler and far more reliable. At the same time, it takes the worry and uncertainty out of the licensing situation. Identifying and obtaining the correct licensing for recording can delay deployments, and often the actual requirements and costs are not well defined when a recording solution is purchased. With the necessary licensing already included in the Avaya WFO ‘package,’ there are no more costly surprises or time-consuming delays in the licensing process.”With other workforce optimization solutions, necessary TSAPI and DMCC licenses need to be separately priced and configured. With Avaya Aura WFO, these licenses no longer need to be separately ordered, priced, and configured because they are integrated. This can result in up to 10% savings for customers.Overall, Shtilman believes that the integrated workforce optimization technology is a huge advance. “Through the integrated Workforce Optimization solution, we now have an approach to recording and quality management that is easier to administer, that processes screen captures more quickly, that delivers an extremely high level of reliability and retrievability, that solves all the licensing issues, and that helps us improve our processes and performance. It has already proven to be a tremendous benefit to our business.”Why AvayaThe ITNAVIGATOR team believes that Avaya continues to be “the right call” for their own contact center and for many of their clients. Shtilman explains why: “As a technology company, we select our products very carefully. We need our platform to deliver more than just standard capabilities because we develop applications, and we constantly innovate. Today, Avaya has the most advanced technology for a fully integrated contact center, with the best opportunities for building SIP applications on top of an existing contact center environment. No other vendor can provide a comprehensive suite of integrated contact center products and full unified communications and multimedia for the whole enterprise.”Continuous Improvement12
14Componentes : Avaya Aura® WFO Contact RecordingWorkforce ManagementDesktop & Process AnalyticsQuality MonitoringeLearningSpeech AnalyticsPerformance Management / ScorecardsCoachingCustomer FeedbackAvaya Aura® WFO consists of applications that operate on a unified platform, employ a common GUI and use a single database. The “core WFO applications” include (starting at bottom right and working clockwise around the graphic):Contact Recording – record audio calls between agents and customers, knowledge workers and clients, etc. – designed to optimally perform today in an IP network environment, but also allows for recording with TDM networks and SIP environments using media gateways today and AACC SIP environment with our next release. PCI compliance with recording encryption is also supported. And new with the 10.1 release, Full-Time Screen Recording is also available.Quality Monitoring – replay recorded interactions and captured screens; assess using intelligent, customizable forms to create “quality” scores and identify training and coaching opportunities.Performance Mgmt / Scorecards – this application provides role-appropriate scorecards to everyone in the contact center. The scorecard has key performance indicators (KPIs) that have been assigned to that employee. The employee sees how they are performing against that goal as well as how their peers are performing as a whole. Scorecards provide a vital performance feedback loop, that drives employee behavior in positiveWorkforce Mgmt, Forecasting and Scheduling – the Avaya WFM application addresses the entire range of contact center requirements:From single to multi-site virtual centersSingle skill to multi-skillSingle channel to multi-mediaOptimally schedule voice calls, s, web text chat, white mail and other activities to ensure the best service at the lowest labor costs.eLearning – provides a tailored Learning Management System and content-production toolset aimed at the contact center. Recorded contacts can be used as input into eLearning knowledge and skill clips. These clips can be assigned to individual agents where the content is consistent with coaching and training objectives, leveraging the coach’s time.Coaching – new with the 10.1 release, Performance Management Coaching provides a framework within which the supervisor/coach lays out a development program into meeting steps. Recorded calls can be attached to the lesson plans. Agents have the ability to enter remarks into the record about their perception of the coaching session(s).Desktop and Process Analytics (aka “DPA) – also new with the 10.1 release, this builds upon the Desktop Activity Management tools available with earlier releases – DPA consists of three choices of increasingly sophisticated agent desktop analytic tools that capture employee desktop application activities for the purposes of improving agent performance, safeguarding sensitive customer data, and enhanced reporting.Desktop Application TrackerAdvanced Desktop AnalyticsStrategic Desktop and Process AnalyticsSpeech Analytics – one of the hottest topics of all, speech analytics is a solution that “listens” to recorded calls hundreds of times faster than humans can; transcribes the voice into text; indexes the text; organizes content; compares to prior periods – all to tell you exactly what is happening and suggest why it is happening.Customer Feedback Management – according to TARP, a SE USA customer experience consultancy, the only way to know for sure how a customer feels about anything, is to ask them directly. The CFM solution provides an intelligent survey mechanism, requiring no IT services, to the contact center. The solution provides powerful customer satisfaction data, and first call resolution data down to the individual agent level. Cross referencing what customers have to say about agent courtesy and skill with internal quality monitoring scores can lead to startling discoveries.While there is value in each of the applications, when all the applications are on a common platform, deeply integrated – synergistic efficiencies emerge and the center’s performance improves.El cliente selecciona los módulos de la suite dependiendo de las necesidades de su Contact Center.Todas las aplicaciones son componentes integrados de la suite completaAvaya-BrandedVerint-Branded2010 Avaya Inc. All rights reserved.
15Avaya Ara® WFO: Disponible en versión 10.0 Solución WFO para clientes de Avaya Communication Manager (CM)Marca Avaya: Contact Recording, Quality Monitoring, Workforce Management; Forecasting, Scorecards, eLearningMarca del Vendedor: Customer Feedback, Speech AnalyticsCaracterísticas ÚnicasGrabación TDM, H323 & IP en una sola plataformaLicenciamiento especifico de Aplicación AES, lo que significa que las licencias DMCC y TSAPI son incluidas sin costo adicional.Requiere CM 5.1+AES 4.2.2Administración unificada con una sola autenticación entodos los módulos de WFO.Interfaces de exportación de datos desde lasaplicaciones de CC a WFMServicios profesionales y mantenimientoofrecidos por Avaya
16Avaya Aura® WFO: Disponible en versión 10.1 [Marzo 2011]Una sola plataforma de grabación para las soluciones Avaya & Avaya NESFusión de NES CRQM 7.0 en Avaya Contact Recorder (ACR)Alineación del sistema operativoACR soporta los sistemas operativos Windows 2008 y RHEL 5.4Grabación total de pantallas en el ACRSoporte de 13 idiomas para la interface de usuario y la ayuda en línea.Nuevas aplicaciones de escritorio de supervisores y agentesPerformance Management Coaching (Avaya branded)Desktop and Process Analytics (Vendor branded)
17Avaya Aura® WFO: Funcionalidades en 10.1.1 y 10.1.2 (2nd Qtr CY2011)Avaya Aura® WFOAACC Grabación SIP para llamadas de entradaSIP Hibrido / Clientes CM o Clientes NES CS1KAvaya Aura® WFOAdministración unificada con el Contact Center a través de CCCMAccesar el WFO desde un solo click de la interface de trabajo de los usuarios de IQAlineación de OS & BDWin Bit Server y SQL 2008 soportado para QM* Alineado con la versión AACC 6.2
20Administración unificada con Avaya Contact Center Control Manager¿Que es esto?Avaya Contact Center Control Manager provee una administración operacional centralizada exclusivamente para las aplicaciones de Contact Center de AvayaAvaya Contact Center Control Manager¿Porque importa?La falta de una administración común a través del portafolio de contact center de avaya ha sido cuestionada por clientes y analistasAvaya Contact Center Control Manager provides centralized operational administration exclusively for Avaya Contact Center Applications. WFO is an important roadmap activity for ACCCM that will allow for one place to add and move agents. This one saving alone could save any contact center tens of thousands $s/ annum in administration.Avaya Contact Center Control Manager ofrece una administracion operativa centralizada exclusivamente para aplicaciones de Avaya Contact Center. WFO us una actividad importante del Roadmap para el ACCCM que permitira desde un solo lugar agregar, mover o borrar agentes. Esta funcionalidad puede ahorra en cuanlquier contact center decenas de miles de dolares anulamente en administraciion.¿Como funciona?Costos bajo: Puede ser operado por personal no técnico, liberando recursos de TI para centrarse en mayor valor agregado los problemas de TI de la administración básica de los sistemas existentesMejora de la eficacia operativa y satisfacción del cliente: responsabilidades de cambios de administración de TI a los gerentes de negocios que están más cerca de los requerimientos del proceso de negocioIntegration to manage WFO suite(Roadmap)Contenido del Roadmap sujeto a cambio20
21Agent Desktop Unificado Como WFO se integra en el Agent DesktopAgent DesktopWFO scorecard personal, KPIs, horario personal y solicitud de tiempos no laborables etc.(Roadmap)Click para accesar QMOpción de solicitud de revisión de grabaciónClick para la interación del Historial del ContactoA unified Agent desktop must be a key goal for any contact centerWFO enables this with it roadmap of integrations to the Agent Desktop. As part of the roadmap we will be enabling from the agent desktop click through to calls, viewing WFO personal scorecard , KPIs, personal Schedules and time off requests etcContenido del Roadmap sujeto a cambio212010 Avaya Inc. All rights reserved.