Contact Center Communications Product Strategy & Roadmap

1. Contact Center CommunicationsProduct Strategy & Roadmap January 2010

2. Key Topics #1 position in Contact Center and Customer Service leadership Leadership Accelerate and enhance Context based Next Gen Customer Service Vision Plug & Play SIP based Context Center on top of Avaya AuraTM extended by ACE to deliver consistent high value customer engagement Portfolio Strategy Roadmap Wrap & embrace strategy protecting investments, extending capabilities, and growing to Avaya Context Center

3. AvayaN – Global Market Leadership Worldwide Contact Center Market Share (ACD Agents) • Gartner Magic Quadrant Leader in Contact Center • #1 World Wide Call Center Market Share • Industry Leading Contact Center customers • Avaya Labs Innovation • Award Winning Portfolio Nortel Enterprise 12% Avaya 35% Others 20% Aspect 4% Genesys 15% Cisco 14% Sources: Gartner Magic Quadrant, Gartner Source: Gartner Group, Calendar 2008 $4B+ Product Market with $5B+ related Professional Services NOTE: Nortel market share data may include LG-Nortel

4. Vision - Evolution to CONTEXT based Customer Service Standalone Voice based Call Centers Distributed Multichannel Contact Centers CONTEXT based Customer Service Value of any interaction is defined by its context

5. Vision - Next Gen Context based Customer Service • Streamlines information, processes, and communications Anticipate Automate Accelerate real time persistent context for proactive engagement communication enabled business systems for effective voice and web self service transactions optimize agent, expert, self service interactions across channels for efficient operations • Providing consistent and high value end customer engagement • Fueling sustainable business growth

6. Today - Customer Service is Key • Growing customer engagement EXPERIENCE GAP • Increasing end customer expectations • Limited responsiveness from disparate INFORMATION, PROCESSES, & COMMUNICATIONS

7. Avaya Context Center - Value & Benefits Line of Business Owner • VALUE: Proactive and participative customer engagement End Customer Integrated Processes • BENEFIT: enables differentiation to grow profitability & brand Contact Center Operations (Business Users) • VALUE: Fast and effective agent, expert, self service interactions Real-time Communications • BENEFIT: increases customer satisfaction & reduces cost Consistent and high value engagement across channels in real time creates a superior experience IT • VALUE: Unified & agile web services based delivery platform Persistent Knowledge • BENEFIT: lower CAPEX & OPEX

8. Solution Strategy - Avaya Next Gen Context Center Outbound Customer Care Inbound Self Service NGCC Products Common Platform CC Integrated Management Common service creation environmentfor automated and agent dialogs Multimedia Conference Server with Persistent Context Application & Services Integration MultimediaRecording SystemManager NGCC Agent Workspace Work Assignment Engine Voice/Video Services Presence Services Session Manager Avaya Agile Communication Environment (ACE) Agent Voice / Video Resident Expert IQ Analytics Work ForceOptimization CallManagementSystem Unified Reporting

9. Roadmap Strategy - Protect, Extend, Grow Protect Extend Grow • Upgrade path to current releases • Protect Investments in products and existing applications • Maintain integrity of operations and processes • Rich support and professional services • Multi-Channel SIP Contact Center with Avaya Aura™ • Intelligent Customer Routing for enhanced self-service • New applications leveraging current open standards • Joint technologies deliver Next Generation Context Center • Evolve to enterprise-wide open and flexible real-time architecture • Plug into larger ecosystem of developers and partners with Avaya Aura™ and ACE

10. Context Center Roadmap Today 12 Months 18-30 Months Avaya Intelligent Customer Routing (ICR) extend Upgrades and Extensions Avaya Call Center Elite Avaya Interaction Center (AIC) Straight-forward upgrade to NGCC for NES Symposium and NES Contact Center customers NES Contact Center NGCC is path for SIP Multi-Channel Contact Centers for Mid Market in 2010 and Enterprise in 2011 • Avaya CC Elite: mission critical voice • Voice Portal First /ICR: enhanced self-service & CAPEX reduction • Avaya CC Elite to NGCC stepping stones: SIP trunks, ICR, Avaya one-X® Agent 2.0 • Infrastructure & interoperability investment protection with Avaya AuraTM • In addition to multi-channel, NGCC path forward expands to also support 7 x 24 critical and voice-only operations • Partner and Avaya Advisory and Implementation Services

11. Performance Solutions Roadmap Today 12 Months 18-30 Months Avaya IQ Avaya Performance Center NES CC Reporting upgrade NES Contact Recording and Quality Monitoring (CRQM) Avaya Call Management System (CMS) Upgrades and Extend with APC Avaya one-X® Agent NGCC Agent Desktop NES CC Agent Desktop (CCAD) • Initial NGCC release: CC Reporting and Agent Desktop • Avaya CMS: Extend with Avaya Performance Center actionable insights • Avaya Performance Center supports CC Reporting consolidation • Avaya Performance Center, Avaya WFO, NGCC are path forward Avaya Work Force Optimization

12. Self-Service Roadmap Today 12 Months 18-30 Months Avaya Proactive Contact Customer Experience Portal + Proactive Outreach Avaya Voice Portal (Dialog Designer) upgrade Extend and transition applications support Voice Portal is path forward • Leveraging ICP, NES Media Application Server (MAS) and Service Creation technology in Voice Portal & Customer Experience Portal Open Standard Service Creation • New and existing VXML/CCXML based applications run on Voice Portal • Avaya Voice Portal (Dialog Designer): new Self-Service Applications • Avaya Proactive Contact: new Outbound Dialer systems • Avaya Proactive Outreach Manager: multichannel customer care • Customer Experience Portal: Multichannel Inbound / Outbound • Voice Portal & ICP: Straight-forward upgrade NES Interactive Communications Portal (ICP/SCE) NES Media Processing Server (MPS)

13. Helping Enterprises Achieve Business Value • Embrace all Channel Partners with Avaya Connect • Rapidly train Partners on Avaya Aura™ Platform and the full Avaya portfolio to Extend and Grow all current systems Protect Extend Avaya and Partner Services • Accelerate business value with comprehensive services to complement Partners • Self Funded Roadmap • Business and Technical Advisory Consulting • Industry and Emerging Technologies • Operations and Support Services Grow

14. Summary and Next Steps • Avaya Context Center transforms customer service to consistent and high value customer engagement through unified, real-time persistent context • Innovation in work assignment engine, persistent context session, dynamic self service, and real-time performance insights deliver the vision • Migration paths for all without disrupting existing operational processes Summary • Move ahead on next steps to enhance existing investments • Learn more about Next Gen Context Center • Start detailed discussions with Avaya and partners on transition strategy to NGCC Next Steps

15. Upcoming CRP Roadmap Webinars • February 4th Services Portfolio Roadmap 4-5pm EST • February 11th Data Portfolio Roadmap 4-5pm EST • February 18th SME Portfolio Roadmap 4-5pm EST 15

16. Consultant Relations Program Contact info • Marki Callaway 303-538-4146mcallaway@avaya.com • Ian Mofford 978-677-5449ismofford@avaya.com • Scott Nagel 972-362-1080 snagel@avaya.com

17. thank you