associate advocate proposal

Submitted By: Tremaine Smith

Proposal for strategic InitiativesThe Associate Advocate Team & Support Line 2.0

Proposal for strategic initiatives

The Associate Advocate Team & Support Line 2.0

Overview

The submission of this proposal is for services to support The AvalonBay Communities Customer Support Operations in achieving its goals for improving customer and associate satisfaction by creating a new team of individuals to support the operations, policies, procedures, and functions across the CSO production floor. With the creation of this new team encompassing an optimized support line system.

The Objective

• Improve the current system in place for support line • Provide support to those teams where workload ratio to staff becomes excessive

The Opportunity

• Improve solution response time for associate request • Improve support and trust with managers and team members • Collect data to improve training procedures • Increase consistency with information provided to CSO through Support line • Optimize account specific research tasks • Improve Customer Satisfaction • End by-hour scheduled managers on support line • Distribute support line calls over a dedicated team managed queue • Re-classify certain tasks and responsibilities of departments/individuals/teams

1. CSG Tickets 2. Case Adjustment Items 3. Management of the CCC Inbox 4. Redacting 5. Unresolved Checks

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6. Verification of Rent Processing 7. Creation of monthly team meeting notes/ creation of PowerPoint/Keynote

presentations. 8. Creation of Salesforce Agent scrolling messages. 9. Assist with New-Hire Training

The Solution

The AvalonBay Communities Customer Care Center has a well-deserved reputation for quality customer service. However, faced with change to internal processes, inconsistency in information, and the ever-increasing issues with the technology used in the current system of support line, the Customer Care Center faces the possibility of decreasing customer satisfaction and associate confidence.

This solution provides a way to stay ahead of customer satisfaction trends, provide automated feedback for improved training, and promote the longevity of associates, and propose that the CSO team implement the creation of a new team, with the basis of its functions being to manage support line calls. This solution integrates modern technology with the human touch; optimizing account research enabling the CSO team to realize the benefits of improved productivity through the exchange between associates and residents. Most importantly, initial training for this new solution has already been provided, training of the procedures and processes of the new team will take approximately one day to train, which will make the execution seamless.

Rationale

Support line is one of the most vital pieces attributing to the success of CSO associates. After the initial training course calling the support lines enables associates to learn something new. It allows the associate to witness one of the most exciting parts of working in this industry; Research.

Below you will find the statistics provided by Kyle Gibbons of the Operations Support team of not only inbound calls handled, but also support line calls.

In the month of November 15.68% of calls made associates attempted to call support line. 17.83% of those calls resulted in a Ring No Answer. You may look at this number and say its a small amount, lets take a look at it from a more tangible example.

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Today is April 3rd. There is not only an Avalon Access issue but there are also certain residents inquiring the status of payments that were mailed in two weeks before and have yet to see the payments posted to their acts. On top of that, factor in the random requests and complaints we receive on a daily basis. There are only two people to manage support line. In the course of 10 minutes there are 30 people calling support line either for account research, authorization to waive payment processing fees, or to find out if another associate is available to speak to a resident.

In the course of the 10 minutes there have been five people that have gone un-assisted. Those five people have either dialed back into support line to have to wait 2-5 more minutes because the associate that has answered is currently assisting someone else. Or these five people have asked a neighbor or their team manager for assistance. Which according to recent updates by QA is prohibited and can result in points lost on a call.

Currently the Support Line is managed by two people per hour in a staggering schedule with an uneven distribution of responsibility with 18 different people.This leaves way for major error in communication, process of research and information provided to associates assisting residents.

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November Call Statistics

Queue Calls Taken

Frontline 8,060

Payments 1,929

Backline 1,357

SODA 1,375

Legal 1,407

Associate Housing 225

Delinquecy 7

AVA 215

Internal Recovery 1,028

Small Balance 98

Total 15,701

November Support Line Call StatisticsSupport Line Queue Calls Made Calls Taken Ring No Answer %

Manager In-Charge 885 721 164 11.17%

Backup 1,577 1,302 275 6.66%

Total 2,462 2,023 439 17.83%

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Frontline Payments Backline SODA Legal Associate Housing Delinquency AVAInternal Revocery Small Balance

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Manager In-Charge Calls Taken Backup Call Taken Manager In-Charge Ring No AnswerBackup Ring No Answer

Resource Optimization

The support line was set in place to expedite the assistance of associates when there was need. The wireless ip phones were implemented so that the managing associate would be mobile in finding the necessary information, allowing them to collect information while walking to a department/individual to provide an answer.

With the implementation of the Associate Advocate team and Support Line 2.0, all support line calls will be re-routed and spread over a team managed queue. Re-routing the support line calls from the Wireless IP phones to a team managed queue will not only climate the need to pull team managers away from their teams but will also simplify the current schedule in place for the Support Line tremendously.

The team will consist of five individuals, one team manager/leader and four team members. Every associate including the manager will rotate one day per week for five weeks that an associate will scheduled not to work. Which ever associate has a dedicated day off during the week will act as the coverage for the Saturday of the same week. Below is a table providing the available schedules for the team based on an eight hour work day and an 8.75 hour work day.

The exception to scheduling during New-Hire training is as follows:

Team Member 3 & 4 will work 8 hour shifts for the six week training leaving the manager to stand as the coverage for the Saturdays during the six weeks.

The following spreadsheets will explain the Logistics of the the scheduling. 1. Current Support Line Schedule 2. Support Line 2.0 Schedule Option 1 3. Support Line 2.0 Schedule Option 2 4. Associate Advocate team monthly schedule

Work day 8 hr 8.75 hr 8 hr 8.75 hr 8 hr 8.75 hr

Manager 8am-4:30 pm 8am-5:15 pm 10am-6:30pm 10am-7:15pm 12:30pm-9pm 11:45-9pm

Team Member 1 8:30am-5pm 8:30am-5:45pm

Team Member 2 8:30am-5pm 8:30am-5:45pm

Team Member 3 12pm-8:30pm 11:15pm-8:30pm

Team Member 4 12pm-8:30pm 11:15pm-8:30pm

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Monday Tuesday Wednesday Thursday Friday

In charge Line MIC In charge Line MIC In charge Line MIC In charge Line MIC In charge Line MIC

8:00 AM DO NOT EDIT

George Troutman

DO NOT EDIT

CS Shift Manager 1 (Quique)

DO NOT EDIT


DO NOT EDIT


DO NOT EDIT

CS Shift Manager 1 (Quique) Lisa Hedeen Kassandra Lee Lisa Hedeen Kassandra Lee Jennifer Fischer

9:00 AM

Jennifer Fischer Samantha Cutshall Raymond Chavarria Stacy-Ann S Lisa Hedeen

10:00Amber McElroy

Sheree Mobley Heather Ginn George TroutmanPamela Hawkins Jennifer Fischer Stacy-Ann S Sharmaine Bey Marsena Graves11:00 AM

Chris Daves

Katherine Fletcher Katherine Fletcher

Katherine Fletcher Akeyah Soan Katherine Fletcher12:00 PM

Trussie Rogers Trussie Rogers Chris Daves Lisa Wirt Trussie Rogers

Kathleen Rahuba Marsena Graves Carrie Phipps1:00 PM

Tiffany Tew QA George Troutman QA Chris Daves

Samantha Cutshall

Pamela Hawkins Pamela Hawkins

Aaron Kuykendall

Pamela Hawkins2:00 PM

QA Lisa Britt** Tiffany Tew Demais Goffigan QA

Pamela Hawkins Melissa Pullin3:00 PM

George Troutman Tiffany Discalo Deon Richardson George Troutman Demais Goffigan

Stacy-Ann S Shaniqua Marion Carroll Cresser Carrie Phipps Hannah Cobb4:00 PM

Deon Richardson Deon Richardson Demais Goffigan Deon Richardson Amber McElroy

Wanda Farrow Sharmaine Bey

Katherine Fletcher

Dionne Jones

Katherine Fletcher5:00 PM

Sheree Mobley Amber McElroy Sheree Mobley Sheree Mobley Tiffany Discalo

Katherine Fletcher Katherine Fletcher Wanda Farrow6:00 PM

7:00 PM

CS Shift 2 Manager (Miranda) CS Shift 2 Manager (Miranda) CS Shift 2 Manager (Miranda) CS Shift 2 Manager (Miranda) CS Shift 2 Manager (Miranda)

8:00 PM

Monday Tuesday Wednesday Thursday Friday Saturday

In charge Line MIC In charge Line MIC In charge Line MIC In charge Line MIC In charge Line MIC

8:00 AM DO NOT EDIT

Associate Advocate Team Member 1

DO NOT EDIT

Associate Advocate Team Manager

DO NOT EDIT


DO NOT EDIT


DO NOT EDIT


DO NOT EDIT

All Associate Advocate Team

Members


Members


Members


Members


Members

9:00 AM

10:00






11:00 AM

12:00 PM


Asociate Advoate Team Member 3





1:00 PM

2:00 PM






3:00 PM

4:00 PM






5:00 PM

DO NOT EDIT

6:00 PM






7:00 PM

8:00 PM

NOTES Associate Advocate Team Manager is off today because they will be the coverage

for Saturday

Monday Tuesday Wednesday Thursday Friday Saturday

8:00 AM

All Associate Advocate Team MembersOn schedule





DO NOT EDIT

9:00 AM

10:00

11:00 AM

12:00 PM


1:00 PM

2:00 PM

3:00 PM

4:00 PM

5:00 PM

DO NOT EDIT

6:00 PM

7:00 PM

8:00 PM

NOTES Associate Advocate Team Manager is off today because they will be the coverage

for Saturday

JANUARY 2015Sunday Monday Tuesday Wednesday Thursday Friday Saturday

28 29 Manager 30 31 1 2 3

Team Member 1 Team Member 2 Team Member 3 Team Member 4



HolidayTeam Member 1 Team Member 2 Team Member 3 Team Member 4

Manager

4 5 6 Team Member 1 7 8 9 10

Manager Team Member 2 Team Member 3 Team Member 4





Team Member 1

11 12 13 14 Team Member 2 15 16 17






Team Member 2

18 19 20 21 22 Team Member 3 23 24






Team Member 3

25 26 27 28 29 30 Team Member 4 31






Team Member 4

Key Associate will have a dedicated day off this

week but will be coverage for Saturday

of the same week. This week associate will work on a 9:15

hour schedule.

Associate will work Monday -Friday on a

regular 8:30 hour schedule

S M T W Th F Sa1 2 3 4 5 6

7 8 9 10 11 12 1314 15 16 17 18 19 2021 22 23 24 25 26 2728 29 30 31

December 2014S M T W Th F Sa1 2 3 4 5 6 78 9 10 11 12 13 1415 16 17 18 19 20 2122 23 24 25 26 27 28

February 2015

Qualifications

High School Diploma

Excellent record of attendance and timeliness to work.

Two years experience in a contact call center or shared services center or fast paced office operations environment preferred.

Two years experience in a contact call center or shared services center or fast paced office operations environment. Excellent written and verbal communication skills.

Ability to analyze accounts including, but not limited to, charges from damages, accelerated rent, etc.

Superior time management and organization skills, including but not limited to demonstrated exceptional attention to detail.

Strong working knowledge of Microsoft Office Suite to include Word and Excel applications.

Ability to learn, comprehend and understand the navigation of multiple computer systems simultaneously.

Willing to work on a flexible schedule (some overtime may be required).

Customer Support Associate III

Resources Location

There are two possible locations to house the Associate Advocate Team.

1. Resource Center.

2. Group of desks adjacent to Payment Service

3. Group of desks between Customer Service and Specialty Operations * In respect to the accessibility to IT and being that it is between both sides of the CCC the Resource Center would be the ideal location.

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Technology

The current technology for support line has changed the way the CCC operates, but progression in processes and increasing staff the current technology will not be able to support the demand. The proposed system and process incorporates modern technology with resources used currently in the CCC. Keeping in mind the idea of mobility, desk phones would not be suitable for Support Line 2.0. Luckily we have software program called Cisco IP Softphone, which is currently used in our training programs that allows the associate to have a virtual IP phone on their computer. Because mobility is the key factor for Support Line 2.0 the type of computer that should be used needed three things; its has to be fast, it has to be mobile, and it has to easily transform into a desktop with an adjoining docking station that has peripheral connections for ethernet, a display port, and usb replicators. Below are the top two options for the computers needed for The Associate Advocate team and Support line 2.0

Lenovo Thinkpad10 Windows Surface PRO 3

Being that the computer will act as the associates phone, the proper headset will need to be one of two options.

*Behind proposal you will find specification documentation of all above listed technology.

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Plantronics SAVI 700 SeriesPlantronics Voyager Legend UC

Financial Requirement

Below the table displays the technology choices with varying price points. With the most favorable parings being highlighted. With the understanding that the Information Technology department needs to be prepared for unforeseen circumstances there needs to be eight units of each piece of technology purchased.

*Budgeting for staff would need to be further developed with senior management.

Process

Because Support Line 2.0 calls will be transmitted through a queue, when the associate calls the Support Line the account calling about will automatically populate in Salesforce allowing research to be done while the associate advocate is walking towards the associate or team to find out a answer to the associates question. To keep the level of accountability high, and for Q.A. purposes the associate advocate will need to relay all information over the support line call because it will be recorded. Below you will find a script that will be used to take support line calls.

The associate advocate will have access to monitor adherence across the CCC, monitor the calls in queue, ability to instant message associates, have access to databases that other associates do not which will assist in providing an answer. In relation to Avalon Access the associate advocate will be able to diagnose an issue in real time and submit a CSG ticket before the resident is off the phone.

For reporting purposes there should be a check-box identical to the Escalated queue box. For the Associate Advocate team the reporting will be held on a shared Excel spreadsheet which will be accessible to the Operations Support team.

Windows Surface Pro 3 $799 Adjoining Dock $199

Lenovo Thinkpad 10 $629 Adjoining Dock $129

Plantronics Voyager Legend UC

$199

Plantronics SAVI 700 Series

$399

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85.00$((((((Daily(Cost((non5business(day)

(Working((non5business(days

Yearly(Support(Line(Operational(Cost

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Support(Line(handle(time

Calls

AssociatesCalls+per+Associate

min.

Cost+of+hold+time+per+call

avg.+Handle+time base+minute+salary

Yearly+cost+of+Support+Line+calls

Hold(Time

Yearly+cost+of+Hold+time

+$+++++++++++++++0.38+

Calls

AssociatesCalls+per+Associate

Set$SalaryNet$Business$day$

coverage$ Net$hours$used$ Base$Hourly$Rate Business$days Net$Weekend$CoverageWorking$Weekend$

daysWorking$Weekend$

Hours18 25.5 $11.50$ 255 1 52 5

Business$day$coverage$cost 74,779$$$$$$$$$$$$$$$$$$$$ Working$Weekend$coverage$cost 2,990.00$$$$$$$$$$$$$$$$$$$$$$$

Combine$Yearly$Cost 77,768.75$$$$$$$$$$$$$$$$$$$$$

Detailed$Average$Salary CSA$3$Net$hours$used$CSA$avg.$Hourly$RateManager$Net$hours$usedManager$avg.$Hourly$Rate Working$Business$daysNet$Weekend$Coverage

Working$Weekend$days

Working$Weekend$Hours

10 14.00$$$$$$$$$$$$$$$$$$$$$$ 15.5 17.00$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 255 1 52 5

Business$day$coverage$(CSA$3)

Business$day$coverage$cost(Manager)

Business$day$coverage$combined

Weekend$coverage

140.00$$$$$$$$$$$$$$$$$$$$ 263.50$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 403.50$$$$$$$$$$$$$$$$$$$$$$$$$$ 4,420.00$$$$$$$$$$$$

Business$day$coverage$yearly$

cost102,892.50$$$$$$$$$$$$

Combine$Yearly$Cost 107,312.50$$$$$$$$$$$$$$$$$$

Support$Line$Handle$Time Support$Line$Calls Associates

avg.$Support$Line$Call$per$Associate avg.$handle$Time$(minutes)

total$time$per$associate$per$month

2462 38 64.789473 1.63 105.606841

Base$Hourly$RateBase$Minute$Rate

cost$of$$avg.$time$per$associate$per$month$

cost$of$avg.$hold$time$of$total$associates$per$

working$year11.50$$$$$$$$$$$$$$$$$$$$$$$ 0.1916666$$$$$$$$$$$$$ 20.2413041492939$$$$$$$$$$$ 9,230.03$$$$$$$$$$$$$$$$$$$$$$$

Months$in$a$year12

Minutes$in$Hour60

Hold$time

Total$Calls Associatesavg.$Calls$Per$Associate

avg.$Hold$Time$per$Associate hold$time$cost

avg.$cost$for$hold$per$associate

15,701 38 413.184210526 2.00 0.3833332 158.39$$$$$$$$$$$$$$$$$$$$$$$$$$

avg.$cost$for$hold$(all$associates)$per$month

6,018.71$$$$$$$$$$$$$$$$$$$$$$$

avg.$cost$for$hold$(all$associates)$per$year

72,224.57$$$$$$$$$$$$$$$$$$$$

Support$Line$Opperating$Cost$with$contributing$factors

188,767.11$$$$$$$$$$$$$$$$$$

Screen&Pop*:&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&No&Screen&Pop*:&&&&&&&&&&&&&&&&&&&&&&&&&&Hold&Script:&

& SL##Associate:#“Thank#you#for#calling#Support#Line.#This#is#(Insert#your#name).#

May#I#have#your#first#and#last#name,#

please?#

CCC"Associate"Response"SL#Associate:#Is#this#call#in#reference#to#

(residents#name)?#

SL##Associate:#Thank#you,#how#can#I#help?##

SL##Associate:#“Thank#you#for#

calling#Support#Line.#This#is#(Insert#

your#name).#May#I#have#you#first#

and#last#name,#please?#

CCC"Associate"Response"SL#Associate:#May#I#have#your#

residents#account#number,#

please?#

SL#Associate:#Thank#you,#how#can#

I#help?##

SL##Associate:#Because#this#

requires#additional#research#

would#you#like#to#refresh#with#

your#resident?##

“Is#there#anything#else#I#can#assist#you#with#

today?”#

“Is#there#anything#else#I#can#help#you#with#

today?”#

“Is#there#anything#else#I#can#do#for#you#

today?”#

Closing:&

SL##Associate:#Because#this#

requires#additional#research#

would#you#like#to#advise#your#

resident#that#you#will#call#them#

back#in#(#insert#time#frame)?##

Notation#Reminder:#

Just#as#a#reminder,#because#of#our#

interaction#select#the#SL#box#notifying#that#

you#used#SL#for#this#call.#

Support&Line&Policies&

Do#not#build#rapport#as#it#may#increase#the#AHT#and#add#to#customer#dissatisfaction.#

7#When#waiving#a#payment#

processing#fee,#analyze#account#

history,#situation,#and#account#

status.#

7Associate#Advocate#team#members#

have#clearance#to#waive#only#one#

per#transaction.#To#waive#two#or#

more#get#manager#approval.#

7#CSA’s#must#call#the#SL#if#the#

resident#is#asking#to#unblock#the#

AvalonAccess#account,#the#SL#

associate#will#review#account#and#

will#unblock#it#for#the#associate#

7#It#will#be#point#worthy#that#the#CSA#needs#to#check#the#SL#box#in#the#

Service#interaction.#

Timeline for Execution

Because of approval timeline and budget submission there should be a slated execution of Q1 2016

Benefits

• Improved process through better technology

• Refresher Training for current associates

• Improved training processes for new associate

• Better availability of Support Line associates to answer calls

Conclusion

With these proposed initiatives the CCC has the chance to not only press forward in the digital age, but also become a pioneer in an arena for the Customer Service industry as a whole. These two initiatives will provide job opportunities and lay ground work for the Customer Care Center of the future meeting demands for the rate of company growth and allowing the possibility of this process to be outsourced to other corporations. It has been a pleasure to provide a solution to an issue that plagues the driving force of the CCC.

I learned a long time ago the wisest thing I can do is be on my own side, be an advocate for myself and others like me.

-Maya Angelou

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Positioning Touchscreen tablet with a full PC experience and superior versatilityProcessor Intel® Atom Processor

Processor Number

# of Cores

# of Threads

Clock Speed

Burst Frequency Cache Memory

speedProcessor Graphics

Intel vPro Technology

Z3795 4 4 1.6 GHz 2.4 GHz 2MB LPDDR3-1067

Intel HD Graphics No

Memory Some: 2GB / 1067MHz LPDDR3, mobile DDR / soldered to systemboardSome: 4GB / 1067MHz LPDDR3, mobile DDR / soldered to systemboardAll: no sockets, dual-channel capable

OpticalUltrabayStorageStorage extension

NoneNone 64GB or 128GB / eMMC (embedded Multi Media Card) flash memory on boardOne microSD Card slot, supports up to 64GB

Graphics

Display

Tablet pen

Intel HD Graphics in processor, supports 1080p video out via micro-HDMI™ connector, HDCP-compliant10.1" (256.5mm) WUXGA (1920x1200) TFT color, anti-reflective display with Corning® Gorilla® Glass, LED backlight, 400 nits, 16:10 aspect ratio, 800:1 contrast ratio, IPS, WideView (170° viewing), MultiTouch screen supports ten-finger gestureOptional: ThinkPad 10 Digitizer Pen, supports hover, tip, and pressure modes / a button for selection / no batteries required (no Pen holder in Form Factor design)

Camera

Video capture

Front camera: 2.0-megapixel, fixed focusRear camera: 8.0-megapixel, auto focus, flash LED1080p video capture

Control buttons

Keyboard

Windows button, Power button, volume control button, rotation lock switch, reset switchOptional: ThinkPad 10 Classic keyboard (Mechanical) or

ThinkPad 10 Touch Case (Membrane)Dimensions3

Weight2

Case colorCase materialBattery - typeBattery - life10

AC adapter

10.09" x 6.96" x 0.35"; 256.5mm x 177.0mm x 8.95mm10.09" x 6.96" x 0.67"; 256.5mm x 177.0mm x 16.95mm (with SCR)WiFi only: from 1.32 lb (0.598kg);WiFi + WWAN: from 1.34 lb (0.610kg);WiFi + WWAN + SCR: from 1.46 lb (0.660kg)Graphite BlackAluminum frameLithium Polymer, 33Whrup to 26 days (standby); up to 110 hr (MP3 playback);up to 10 hr (local video playback)36-watt AC adapter (Unique New Connector)

PlatformSmart Card ReadMulticard ReaderPorts

Intel Atom Z3795 SoC (System on Chip) platformOptional: Smart Card reader (SCR)NoneOne USB 2.0, one Micro-HDMI, headphone/microphone combo jack, one Living Hinge Docking connector, one Keyboard connector, one Micro SIM slot

Light sensorG-sensor/ eCompassGyroscope

Ambient Light Sensor, InterSil ISL290233D accelerometer and 3D magnetometer module, AKM AK8963C3-axis gyroscope

Audio support Realtek® ALC5672 codec / stereo speakers, 0.5 watt x 2 / 3 digital microphones, combo audio/microphone jack

Media capable Audio formats: MP3, AAC, AAC+, eAAC+, WAV, PCM, WMAVideo formats: MPEG-4, H.263, H.264, VC-1, WMV9, Xvid

WLAN4 11a/b/g/n28 wireless, ThinkPad 11a/b/g/n, 2x2, WiFi + Bluetooth combo chipWWAN(optional)

EM7345: Sierra Wireless EM7345, 4G LTE/HSPA/GSM/GPRS/EDGE, GPSN5321: Ericsson N5321, HSPA+ 21Mbps/GSM/GPRS/EDGE, GPS

SIM card (Micro) Optional: AT&T / Verizon / T-Mobile, contract required with service providerGNSSBluetooth™EthernetNFC

Global Navigation Satellite SystemBluetooth 4.0 wireless, integrated in Wi-Fi + Bluetooth combo adapterNoneOptional: Near Field Communication

SecuritySecurity chip

vPro & iAMTFingerprint reader

NoneAll: Trusted Platform Module, TPM 2.0 FW (firmware)Optional: Trusted Platform Module, TCG 1.2-compliantNoneOptional: Fingerprint reader on the A Cover

Limited warranty12 1-year - depot repair service/ service upgrades22 availablePreload Some: Windows 8.1 Pro 32-bit or Windows 8.1 Pro 64-bit

Some: Windows 8.1 32-bit or Windows 8.1 64-bitLenovo Solution CenterLenovo SupportLenovo CompanionThinkVantage System Update

• Hightail Cloud StoragePC Device StageAccuWeatherAmazon KindleNitro ProEvernoteRaraNorton StudioMicrosoft® Office preloaded;

purchase a product key to activateNorton™ Internet Security

(30 days of virus definitions)

Environment None

ThinkPad 10 Platform Specifications Product Specifications Reference (PSREF)

See footnotes for more detailed information © Lenovo(G-Ella-Spec) May 2014

Surface Pro 3Your laptop replacementWith a stunning 12” display in a sleek, durable magnesium frame, Surface Pro 3 brings the power and performance of a laptop in an incredibly lightweight, versatile form.

Technical specificationsSoftware Windows 8.1 Pro

Exterior Dimensions: 7.93” x 11.5” x .36”, Weight: 1.76lbs., Casing: VaporMg, Color: Silver, Physical buttons: Volume, Power, Home

Display Screen: 12” ClearType Full HD Plus display, Resolution: 2160 x 1440, Aspect Ratio: 3:2, Touch: Multi-touch

CPU/Storage/Memory1

i3 processor / 64GB / 4GB RAMi5 processor / 128GB / 4GB RAMi5 processor / 256GB / 8GB RAMi7 processor / 256GB / 8GB RAMi7 processor / 512GB / 8GB RAM

Wireless Wi-Fi (802.11ac/a/b/g/n), Bluetooth 4.0 low energy technology

Battery Life Up to 9 hours of web browsing2

Cameras, Video, & Audio

Two 5MP HD cameras, front- and rear-facing, Microphone, Stereo speakers with Dolby® sound

Ports Full-size USB 3.0, MicroSDXC card reader, Headset port, Mini DisplayPort, Cover port

Sensors Ambient light sensor, Accelerometer, Gyroscope, Magnetometer

Warranty 1-year limited hardware warranty

Surface Pen Dimensions: 5.3” x .37”, Weight: .7oz

In the box Surface Pro 3, Surface Pen, 36W Power Supply, Quick Start Guide, Safety and warranty documents

surface.com/business

1. System software uses significant storage space. Available storage is subject to change based on system software updates and apps usage. 1GB = 1 billion bytes. See surface.com/storage for more details.

2. Battery life varies by usage and settings.

SU_FY14_FT-SP

Designed for the long haul

The Plantronics Blacktop 500 Bluetooth® headset cancels road noise, stays comfortable all day, and positions the inline controls at your fingertips so you can manage calls without taking your eyes off the road.

Blacktop™ 500

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Finally, a UC headset that works hard to make things easy.

Voyager Legend™ UC

©2012 Plantronics, Inc. All rights reserved. Plantronics, the Sound World graphic, Smart Sensor, SoundGuard, Voyager Legend and WindSmart are trademarks or registered trademarks of Plantronics, Inc. The Bluetooth trademark is owned by Bluetooth SIG, Inc. and any use of the mark by Plantronics, Inc. is under license. Microsoft, Lync and Windows are trademarks or registered trademarks of Microsoft Corporation in the U.S. and other countries. Mac OS is a trademark of Apple Inc., registered in the U.S. and other countries. All other trademarks are the property of the respective owners. 10/12

Answers the call, answers to you. Plantronics Voyager Legend UC meets the demands of mobile professionals like never before, with connectivity to PC, smartphone or tablet. Smart Sensor technology anticipates your needs, voice alerts keep you informed and voice commands keep you in charge. A portable case and desktop stand are included for anywhere charging, while precision-tuned triple mics cancel noise and wind like never before – it’s the only headset you need for your mobile life.

Connects to PC and mobile phone/tablet

Ideal for Mobile professionals who use PC audio, mobile phone, or tablet communications; featuring Smart Sensor technology, now with voice command menu (mobile phone only)

Compatible with Windows® or Mac OS

Talk time Up to 7 hours, up to 11 days standby time

Digital encryption 128-bit

Headset weight 18 grams

Wireless frequency Bluetooth; v3.0 + EDR

Audio performance PC wideband and mobile (HFP 1.6) wideband: up to 6,800 Hz; echo cancellation, A2DP

Hearing protection SoundGuard®: Sound leveling for listening comfort and acoustic limiting for protection against sounds above 118 dBA

Limited warranty 1 year

Models B235: UC Standard version built for UC applications and softphones from Avaya, Cisco, IBM and moreB235-M: Version optimized for Microsoft® Lync® and Microsoft OCS 2007

For more information about the Voyager Legend UC or other Plantronics products, please visit our website at plantronics.com

SUPERIOR CALL MANAGEMENT

mobile/tablet phone calls from a single headset

your laptop port for always-ready connectivity

for a host of other commands

calls only), connection status, talk time remaining and more

OUTSTANDING AUDIO QUALITY

superior noise cancellation

providing the best possible PC audio quality

layers of wind protection

from your mobile phone or tablet

NEXT GENERATION TECHNOLOGYSmart Sensor technology for a seamless and intuitive user experience

your ear

and headset

automatically updated

when headset is not worn

INCLUDED ACCESSORIES

to 14 hours of additional talk time

charging and storage solution

GLOBAL CUSTOMER CAREBacked by Plantronics industry leading global service and support.800-544-4660 (US and Canada)831-458-7700 (outside US)

Voyager Legend UC

OPTIMIZED FOR UNIFIED COMMUNICATIONS

Volume +/-

Call answer/end

Dedicated on/off switch

Mute/Voice command button

Comfort-tested for extended wear

Three precision-tuned mics

USB Bluetooth mini-adapter

Multi-device connectivity

SAVI 700 SERIES

Multiple devices. Singular control.The Savi 700 series is changing the way productivity-focused office professionals communicate. With multi-device connectivity, an ultra-versatile convertible headset, and up to 350 feet of wireless range, now you can easily manage PC, mobile and desk phone calls with the most intelligent wireless headset system on the market.

©2014 Plantronics, Inc. Plantronics, Savi and SoundGuard are trademarks of Plantronics, Inc. registered in the US and other countries, and Plantronics Hub is a trademark of Plantronics, Inc. The Bluetooth trademark is owned by Bluetooth SIG, Inc. and any use of the mark by Plantronics, Inc. is under license. Microsoft and Lync are trademarks or registered trademarks of Microsoft Corporation in the U.S. and other countries. DECT is a trademark of ETSI. All other trademarks are the property of their respective owners. 12.14

OPTIMIZED FOR UNIFIED COMMUNICATION

Connects to PC + mobile + desk phone

Ideal for Professionals who use a mix of PC, mobile and desk phone communications while in the offi ce for conference calls, webinars, video conferencing and listening to multimedia

Talk time Up to 7 hours (W740)1; Unlimited (W745)1; Up to 6 hours (W730); Up to 13 hours (W710, W720)

Headset weight W740/745 Convertible: 21 grams; W730 Over-the-ear: 25 grams; W710 Over-the-head (monaural): 74 grams;W720 Over-the-head (binaural): 96 grams

Security 64-bit encryption, DECT Security Certifi ed

Wireless frequency DECT 6.0, range up to 350 feet between headset and base; Bluetooth® v2.1 connection between mobile phone and base

Audio performance PC + desk phone Wideband: up to 6,800 Hz

Hearing protection SoundGuard® DIGITAL™: protects against sound levels above 118dBA; Anti-startle (detects and eliminates any large sudden increase in signal level); Time-Weighted Average prevents average sound level from exceeding 85dBA

SoundGuard: (W730) protects against sound levels above 118dBA

Limited warranty 1 year

Models W740 (convertible); W745 (convertible + deluxe charging cradle kit); W730 (over-the-ear); W720 (over-the-head, binaural); W710 (over-the-head, monaural): UC Standard version for softphones from Avaya, Cisco, IBM, Skype and more2

W740-M; W745-M; W730-M; W720-M; W710-M Version optimized for Microsoft Lync

SUPERIOR CALL MANAGEMENT • 3-way connectivity to easily switch and mix

PC, mobile and desk phone audio• Automatically routes mobile audio to

whichever device you pick up• Easily transfer audio between headset and

mobile phone to take calls on-the-road• UC presence automatically updated when on

a PC, mobile or desk phone call• Energy effi cient adaptive power system

optimizes for range and talk time• Conference in up to three additional headsets

and guests can continue through multiple calls

SAVI 740 INNOVATIVE DESIGN• Lightest DECT wireless headset on the market• Three comfortable wearing styles• Hot swappable battery1 for unlimited talk time

PREMIUM SOUND QUALITY• Advanced wideband audio using CAT-iq

technology for high defi nition voice quality • Noise-canceling microphone reduces

background noise interruptions• Enhanced Digital Signal Processing (DSP)

provides more natural voice sounds

RECOMMENDED ACCESSORIES• Use with Electronic Hookswitch Cable or

Handset Lifter to remotely answer/end calls

GLOBAL CUSTOMER CARE Backed by Plantronics industry leading global service and support.

+1-800-544-4660 (US and Canada)+1-831-458-7700 (outside US)

For more information about the Savi 700 Series, please visit our website at plantronics.com.

1 Unlimited talk time with deluxe charging cradle kit, comes standard with Savi 745. Available as an accessory with Savi 740.2 Download the latest release of Plantronics Hub to get one-touch call answer/end with these softphones.

SAVI 700 SERIES

A One-touch vol +/-, mute, fl ash

B One-touch call answer/end

C Hot swappable battery1 for unlimited talk time

D Noise-canceling microphone

AB

C

D SAVI 740Convertible

SAVI 730Over-the-ear

SAVI 720Over-the-head (binaural)

SAVI 710Over-the-head (monaural)

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