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Competitor Review

Avaya Small Business Unified Communications
features very intuitive and simple. The system also supports autoprovisioning for Cisco IP phones. Ease of configuration can help save partners and customers time and money. • Ease of use: Emphasize that Cisco SBCS is very easy for customers to use, with IP phones with large display screens that provide user prompts, along with simple voice prompts for voicemail and a variety of smart applications for PC integration. Cisco makes it simple for customers to get maximum value with minimal technical expertise. Breadth of networking solutions: Explain that Cisco provides a vast array of data networking solutions that have been preintegrated with the Cisco Unified Communications 500 Series for Small Business (UC 500 Series) to meet the specific needs of small businesses and teleworkers. Customers benefit from one comprehensive solution from Cisco, and save time by working with more than one vendor.

Contents • Setting the Cisco value proposition • Why Cisco over Avaya? • Points to make when selling against Avaya • Defensive points to Avaya’s strengths • Avaya go-to-market analysis SETTING THE CISCO VALUE PROPOSITION

• • Comprehensive solution: Explain that the Cisco® Smart Business Communications System (SBCS) provides small businesses with a tightly integrated and tightly tested communications platform for small businesses, providing voice, data, voicemail, automated attendant, video, security, wireless capabilities, and integration with third-party applications. Great performance and reliability: Emphasize that Cisco SBCS customers get the simplicity and ease of use that small businesses require without sacrificing the performance and reliability associated with the Cisco brand. Integrated solution that eliminates the complexity of troubleshooting: Explain that the Cisco SBCS integrated solution eliminates the added costs and management complexity of multiple servers and systems. With a single solution for data, voice, wireless, video, security, and applications, it is less complicated to troubleshoot than with a multi-vendor solution, as Cisco can take responsibility for resolving support challenges. Competitive pricing: Emphasize that Cisco SBCS pricing is very competitive with the pricing of other similar players. Introduce the new TCO tool. In addition, Cisco’s Small Business Pro Service gives small businesses three years of same-day or next-business-day replacement, product updates, and support from Cisco’s certified small business support team at an industry-leading price. Higher value with advanced features: Cisco delivers excellent value with no additional licensing costs for IP phones or advanced features such as the Remote Teleworker application, Microsoft integration, click to dial, Cisco WebEx™ and integration, presence management, and single number reach (SNR), as well as integrated Smart Business Productivity Applications such as TimeCardView and integration with additional applications such as Allscripts and Mitchell1. Newer trunking types that save customers money: Emphasize that customers can potentially reduce expenses while increasing their use of telecommunications network features such as direct inward dialing (DID) through network convergence with Cisco SBCS integrated Session Initiation Protocol (SIP) trunking. In addition, the savings gained by using SIP trunking rather than time-division multiplexing (TDM)/T1 lines can be redirected to pay for needed equipment over approximately 18 months. Intuitive configuration: Explain that Cisco makes it easy to configure all components of the Cisco SBCS. Systems come with a basic configuration, and the recently updated Cisco Configuration Assistant makes customizing the configuration of basic and advanced

• Comprehensive unified communications solution: Explain that Cisco SBCS provides small businesses with a tightly integrated and thoroughly tested communications platform for small businesses and integrates with existing desktop applications. Avaya lacks integrated Wi-Fi and Power over Ethernet (PoE) hardware and charges extra for basic integrated security and third-party/ desktop application integration. Avaya does not provide a singlevendor solution, potentially leading to higher cost and greater complexity. • High performance and reliability: Emphasize that Cisco SBCS offers the simplicity and ease of use that small businesses and their teleworkers require without sacrificing the performance and reliability associated with the Cisco brand. IP Office does not share the code base with Avaya Aura Communication Manager. Emphasize that the Cisco SBCS architecture, just like that of Cisco’s renowned routers, has no moving parts (except for cooling fans). For storage, compact flash is used, which offers longer reliability and reduced costs. • Competitive pricing: Emphasize that Cisco SBCS pricing is very competitive compared with Avaya’s, especially when you consider the extra cost of licensing automated attendant, meet-me and ad hoc group conferencing, single number reach, and application integration with desktop applications. Plus, many Avaya customers use Cisco or some other company for data switching. Introduce the new TCO tool.

”Peace of mind” service: Explain that Cisco’s Small Business Pro Service gives small businesses three years of same-day or nextbusiness-day replacement, product updates, and support from Cisco’s certified small business support team at an industry-leading price. In addition, Cisco’s use of specialized partners helps ensure that customers receive the best services in the industry.

Cisco Confidential Information-For Partner Use Only-Do Not Distribute. ©2010 Current Analysis, Inc. All Rights Reserved.

many analog or IP phones works together seamlessly. are included at no charge. and Cisco WebEx PhoneConnect. With the acquisition. and all will work as SIP phones with Cisco’s other voice systems. With Cisco SBCS. Each component has been fully tested and preconfigured to work smoothly together. support. ©2010 Current Analysis. failover. helping them to save time and money. Most phones are completely compatible. The system also supports autoprovisioning for voice and meaning that customers are purchasing switching equipment from another vendor. In addition.323.323 or SCN) or advanced applications (such as Voicemail Pro. digital. and third-party business applications such as Allscripts and Mitchell1.• Intuitive configuration: Explain that SBCS comes with a basic configuration. Inc. Cisco WebEx™. saving partners and customers time and money. costing additional time and money Explain that Cisco SBCS 2. Combined with physical security capabilities (such as electronic door release). switches. automated attendant. With multiple vendors come difficulties in guaranteeing quality of service (QoS) and the complexity of troubleshooting when there is a problem. Customers can apply much of the value of their UC 500 systems to another Cisco system. With Cisco. potentially affecting IP Office R&D and support: Avaya may be pulled away from its customers as it works to integrate the two companies. including: » Highly secure remote connectivity: The Cisco UC 500 Series can establish a SSL-VPN connection from SPA525G IP phones directly over any Internet connection for highly secure remote communications. Customers and partners may be concerned about the future of Avaya/Nortel products. such as remote VPN phones. and integration with desktop applications. this is not an issue. Teleworkers can plug in phones at home and get a highly secure dial tone. including Cisco TimeCard 2 . With Cisco. Cisco has deeper resources than Avaya does for R&D and customer support. Customers can also connect remote offices and work from anywhere over a broadband connection. SIP trunks. Avaya customers will likely use another vendor’s security appliances. as well as application integration with Salesforce. • Avaya may be distracted with the Nortel acquisition. • Avaya lags behind Cisco in terms of features: The recent release of IP Office 500 delivers features including desktop and third-party integration. Many Avaya solutions run on Cisco networking infrastructure. Finally. video monitoring. Works smoothly out of the box: Explain that the Cisco SBCS is a part of the preintegrated and tested Cisco Small Business Pro Series of switches. • Avaya forces a multivendor solution: IP Office lacks switching or PoE functionality. and routers. and that Cisco Configuration Assistant makes it simpler to configure basic and advanced features. Simplified configuration in complex deployments: Cisco Configuration Assistant can easily configure the Cisco UC 500 Series for a variety of deployment needs. routers. and situations in which the UC 500 is behind an SBCS supported router/ security device. It is more complicated to troubleshoot in a multivendor solution as opposed to a single vendor solution taking responsibility for resolving support challenges. either the partner or the customer may need to set up the system. Several integrated Smart Business Productivity Applications. as licensing is included. When using Cisco Unified Communications and networking hardware. Single Number Reach. using Cisco’s investment protection strategy. IP Office Standard Edition does not support voice networking (H. meet-me and ad hoc conferencing. An additional license is required to enable this capability with four simultaneous networking channels (there is no channel limit for QSIG). Cisco stands behind the Cisco SBCS with an investment protection strategy.0 comes with several valuable new capabilities. www. Cisco SBCS includes industry-leading features such as voicemail. Cisco will continue to be a leader. these are all in question. and SCN capabilities are not enabled by default in IP Office 500 running Professional Edition. with new features that will help small businesses further develop their productivity. all these features come standard with no incremental licensing or special key codes—voicemail. All Rights Reserved. As a business’s needs grow. integrated messaging. video streaming can enable doorentry technologies. CCC. Cisco makes it easy to retain the existing investment in phones and equipment while upgrading to other Cisco Unified Communications products. and upgrade paths. For example. and automated attendant. Cisco Confidential Information-For Partner Use Only-Do Not Distribute. Customers should question the level of commitment to IP Office during this time. Cisco stands behind the Cisco SBCS and has a strong roadmap of new features. or Conference Center). Avaya IP Office hardware architecture means that changes in trunking or the type of analog. Avaya IP Office is incompatible with Avaya one-X SIP desk phones. Video monitoring: The Cisco UC 500 Series can stream video from Cisco PVC2300 and WVC2300 IP video cameras to Cisco SPA 525G IP phones for easy-to-use video monitoring.currentanalysis. • • » » POINTS TO MAKE WHEN SELLING AGAINST AVAYA • Features may cost extra with IP Office: Many Avaya features may require an extra license or additional cards. meet-me conferencing. In addition. • Seamless operation of most phone models: Cisco customers can deploy any Cisco handset and UC Small Business application on the Cisco SBCS. QSIG. channel programs. customers get everything needed with the SBCS. IP Office customers may also pay more for VPNs and firewalls. Cisco has a very strong and long history of financial stability and is an ideal long-term partner for small businesses. Additional channels can then be licensed in increments of four. and security appliances. H. and there are no additional charges for different types of Cisco IP Phones used. With Avaya. and making management and maintenance much easier. or IP telephone used may require adding cards in the IP Office Control or Expansion Unit while making other cards obsolete. and even such basic features as dial by name in voicemail.

offering investment protection. market coverage. • Cisco response: This claim is not true. including advanced features for contact centers or multitenant sites. global price list to make it easier for customers and partners to understand. including the Remote Teleworker application. including Cisco Unified Communications Manager. as well as business schedules. with both the Cisco SPA 500 Series IP Phones and the Cisco Unified IP Phones 7900 Series. new business incentive programs to help drive growth. • Avaya has trimmed its pricing model into a single. issues could arise on the part of Avaya and Nortel partners from both the new program and the integration strategy.or 60-month lease. Cisco response: Cisco now supports up to 104 IP clients with the Cisco SBCS. Business Edition. Competitor claim: Cisco’s SBCS cannot scale beyond 64 handsets. Avaya Connect has only recently been launched. and has achieved worldwide leadership positions in unified communications and telephony systems. Business customers who require more may upgrade to Cisco Unified Communications Manager (Enterprise. including tiered global discounts. Current Analysis view: Trying to implement this program during a major acquisition may be difficult. modular expansion. • The new Avaya Connect program includes a number of financial enhancements and benefits for channel partners. and single number reach. Current Analysis view: Customers and partners should question future investment in IP Office products. which reduces processing time to seconds. Cisco WebEx and Salesforce. The Avaya IP Office 500 platform can scale incrementally to more than 384 phones in a simple. IP addressing with data. In addition. Inc. and executive. and small and midsized business solution lifecycles—from design to sales. users’ phones. presence management. and closure rates. or to choose the affordable SPA 500 Series. The 7900 Series phones can be used with other Cisco Unified Communications platforms. and hunt group. to say the least. www. or Express). Competitor claim: Cisco lacks the advanced features necessary for many small businesses. • The new Avaya Connect training model saves partners both time and money while improving their ability to build technical skills in Avaya solutions and services by shifting from productbased training to solutions-based training focused on unified communications. Cisco offers many different phone options. ©2010 Current Analysis. Microsoft integration. and faster for partners to develop quotes.currentanalysis. In addition. The reality is that when Avaya Partner phones are used on the IP Office platform. Cisco SBCS default configurations provide telephony setup wizards for WAN. but IP Office is not compatible with Avaya one-X SIP desk phones. This comprehensive approach enables partners to AVAYA GO-TO-MARKET ANALYSIS Marketing Strategy and Tactics • Avaya is consistently recognized as a global leader by industry and technology experts. many IP Office features are not available. call blasts. Current Analysis view: Avaya’s lack of roadmap/product commitment may prohibit implementation of an effective partner program. 3 .DEFENSIVE POINTS TO AVAYA’S STRENGTHS • Competitor claim: Cisco SBCS is more difficult to configure than Avaya IP Office. automated attendant. Cisco response: Cisco SBCS offers a host of advanced features. contact center agent. Current Analysis view: A new price list was clearly needed. integration. Avaya is rationalizing its many IP phone lines. Current Analysis view: Cisco is often considered the global leader by industry and technology integration. receptionist. enabling customers to deploy other Cisco Unified Communications solutions. choosing Cisco means that existing handsets cannot be redeployed. inbound/ outbound dial plans. Business Edition or Express (using Skinny Client Control Protocol [SCCP] or SIP). • Avaya has recently simplified its IP Office product line and organized offerings around various roles. Confusion and Cisco Confidential Information-For Partner Use Only-Do Not Distribute. click to dial. and funding to help improve vendor and partner consideration. but there are many more elements that go into a world-class channel program like Cisco’s. The SPA 500 Series can be reused for hosted SIP environments. and enterprise messaging and audio conferencing. • Partnering Strategy and Tactics • Avaya recently announced a new worldwide channel program called Avaya Connect. and maintenance. and could cause much confusion for partners. • Competitor claim: Unlike Avaya IP Office. operational globally in February 2010. • Cisco response: The potential to save money by reusing handsets seems compelling. All Rights Reserved. The new program transitions from using postsales rebates to providing point-of-sale credits. Avaya Connect streamlines the new partner application process to allow completion in less than two hours. Avaya may also say that many features require using the command-line interface (CLI) and that it takes more time for partners to get Cisco SBCS systems up and running. as well as integrated Smart Business Productivity Applications such as TimeCardView and integration with additional applications such as Allscripts and Mitchell1. including power user. worldwide contact center. mobile worker. • Current Avaya promotions include 0% financing on IP Office on a 36. IP Office does not fit into Aura and does not benefit from this marketing. Avaya is putting much of its marketing focus on its Aura solutions portfolio for enterprises. and only time will tell whether the company has got it right or will have to overhaul its program yet again. These wizards reduce installation time. contact center.

and continue to monitor these changes to see how this consolidation will affect partner training and customer support. Consequently. significantly reducing the time and complexity needed to achieve credentials.better meet customers’ ongoing needs. not less detailed. Specific details may vary by country. Current Analysis view: Partners should identify what may have been lost or dropped in the training and certification tracks. Inc. Until a product and portfolio roadmap is established and clearly articulated to partners.currentanalysis. value-added resellers. Cisco Confidential Information-For Partner Use Only-Do Not Distribute. Avaya has more than 4000 global channel partners. Avaya partners may not be receiving enough granular detail to service and support Avaya products 4 . service providers. Information is based on North American research. and business partners that provide sales and service support. All Rights Reserved. Contents created or collected by Current Analysis under contract with Cisco Systems. www. Inc. partner training needs are actually for more detailed training. Avaya’s channel success is questionable. The new training program has been streamlined from nearly 97 learning and certification tracks to 13 solution-based tracks. including systems integrators. not less so. One can argue that the IP communications world is getting more complex. ©2010 Current Analysis. Current Analysis view: Avaya is taking on a huge effort in revamping its channels at the same time as a major acquisition that will redefine what it can bring to market. Under the new scheme.