Avaya Call Center 5.0

1. Notes to presenters: • Please peruse these slides prior to presenting, as you will find these text boxes throughout the presentation to help you decide what slides to use. • You’ll find lots of supporting text on the notes pages. • Avaya competitive advantages are spelled out in some slides, for others I have italicized them in notes pages. Avaya Call Center 5.0 Kay Phelps Senior Marketing Manager (replace with your name & title)

2. Avaya Intelligent Communication Vision Optimize your business by embedding communications into the fabric of business processes Optimize your people wherever they are, across devices and interfaces Optimize customer relationshipsglobally across all points of contact Optimize connectionsof your people, customers and processes A strategic, business-focused, approach to communication delivering competitive advantage today

3. Top 10 Global CEO Challenges Challenge “Greatest Concerns” 1 Sustained and steady top-line Revenue growth 37.5% 2 Increasing Profits 36.1 3 Consistent strategy execution 33.4 4 Speed, flexibility, adaptability to change 33.1 5 Customer loyalty and retention 29.4 6 Innovation, creativity, entrepreneurship 23.9 7 Corporate reputation 22.9 8 Speed to market 22.7 9 Product innovation 20.8 10 Improving productivity20.3 * Source: 2006 survey, Corporate Conference BoardWeighted by regional representation of Global GDP(Asia: 35%; Europe: 25%; US: 21%; Other: 18%)

4. Revenue growth, increased profitability Customer loyalty and retention, corporate reputation Increased profitability Speed, flexibility, adaptability to change Provide customer service your competitors can’t match Meet and exceed rising customer expectations Raise service, lower costs Reduce complexity, increase automation Addressing these challengeswith Avaya Contact Center solutions Challenge Response

5. Provide differentiated customer service Challenge: Grow Revenue, ProfitabilityResponding to these Challenges • Match the right agent with each customer • Use CTI to ensure agent has caller information • Deliver first (initial) contact resolution • Use presence to find expert • Incorporate mobility • Integrate video into your contact center

6. Matching Customers with the Best AgentOptimized Customer Care with Business Advocate • Deliver Expertise on Demand • Match the right agent to the right contact to drive first call resolution • Maximize agent utilization while fairly balancing workload • Meet Service Levels Automatically • Dynamically adjusts staffing to meet business goals • Drive Customer Satisfaction

7. Delivering First Call Resolution • Use SIP/Presence to find expertise • Presence is integrated into Avaya IP Agent, IP Softphone • Instantaneous access to available expert • Help is “just over the cubicle wall” • Initial agent can now become the final agent • Benefits • Customer satisfaction grows • Overall talk time is lowered • Win/win for your customer and your business

8. Video in the Contact Center: Scenarios • Virtual Help Desk • Serve requests using visual context • Offer streaming self help video • Video Customer Service • Provide visual context with video kiosks in branch locations • Example: Troubleshoot problems with a consumer product • Value • Reduce live agent costs • Drive customer retention and strength of brand • Achieve competitive advantage via differentiated services • Generate incremental revenue: cross-sell, up-sell, provide new services • Provide faster service and confirmed transactions • Resident Expert • Offer “face to face” access to experts from branch locations

9. Sky - Satellite TV in Europe • Up-sell TV programming by streaming movie previews. • Video self help - how to use remote, connect & program DVR, access online accounts & billing SIP based Video Customer Service - IVVR • Innovative customer self-service experiences via video • Streaming video opens the door to new possibilities • Show and tell: a picture is worth a thousand words • Send “how to” videos • Win-Win: save agent time, increase customer satisfaction • 3G Video in the contact center • Visual queues in self service • See choices, confirm selections • Personalize cross sell, up-sell • Visual branding • Mitracom - Indonesia • Video self help desk for 3G cellular customers - how to change battery, swap SIMM cards, recharge prepaid calling cards • Sell pay per view programming by streaming previews of movies to 3G phones

10. Meet Rising Expectations Challenge: Increase Customer LoyaltyResponding to the Challenge • Provide multimedia options • Enable options for self-service • Segment your customers and tailor their experience with intelligent contact routing • Communications-enable your contact center related business processes

11. Note to presenter: Show either this slide OR one of the next 2 slides, depending upon whether your customer is mid-size (you would position either CIE or CCE) or enterprise (position IC) Avaya Customer Interaction Express Providing Multimedia to Mid Size Enterprises • All-in-one solution • Inbound/outbound, E-Mail, Fax, SMS • IVR, speech, data access • Real time, historical reporting • Single agent, supervisor, and management interfaces • Graphical workflow editor • Multilingual, Multi-site • Fast implementation • Easy to manage • Flexibly evolves with business

12. Note to presenter: Delete if using CIE or IC slide Avaya Contact Center Express (CCE) Providing Multimedia to Mid Size Enterprises • Meet customers expectations for multimedia contacts • Tailored to the needs of medium-sized businesses • Delivers large center functionality at an affordable price • Leverage existing Avaya investments • Avaya Communication Manager is the foundation • Use market-leading Avaya Call Center software • Supervisors use Call Management System for reporting and agent administration • Easily layer on new capabilities with CCE • Voice, web, email, SMS • Voice recording

13. Note to presenter: Delete if using CIE or CCE slide Avaya Interaction CenterProviding Multimedia support for the Enterprise Customer • Voice and Self-Service • Leverage existing telecommunication infrastructure with connectors to Avaya, Nortel, Aspect, and Ericsson PBX systems • Influence routing and deliver perspective to agent application • Email • Optimize agent time • Deliver requests to the right agent based on skill and context • Web Solutions • Chat and collaborate withintegrated self help and assisted interaction • Manage call back requests

14. Immediate, Consistent Self-Service IVR, Voice Portal • Build customer loyalty • Provide your customer with options for 24x7 access to your business • Deliver a consistent “voice”/brand image for voice & web • Bring together the power of voice and the web: • Maximize application portability and reuse with web services • Simple, easy-to-use application creation • Failover capabilities • SIP, H.323, TDM provide flexible evolutionary path Voice Portal, Interactive Response Dialog Designer

15. PSTN/IP Network Intelligent Customer Routing Voice Portal and SIP Queuing & Agent Control SIP ScreenPop & Reporting • Reduces complexity & network costs of large multi-site deployments • Leverages existing PBX & ACD investments, evolve to SIP • Uses SIP to reduce infrastructure • Includes intelligent context-based routing • Optimizes use of contact center and IT investments • Eliminates need for non-Avaya pre-route solutions ISDN -or- T1 G860 High-Density Gateway Communication Manager & Call Center SIP Voice Portal SIP Communication Manager & ACD Segmentation Best Services Routing ACD Load Balancing Queue Treatment Communication Manager & ACD

16. Intelligent Customer RoutingReduce Costs Benefits: • Reduce network traffic and hardware by serving callers at point of initial entry • Leverage SIP/VoIP to transfer calls and context throughout network • Reduce costs Solution Deploy Voice Portal in front of Communication Manager, “parking” calls in self-service until routed to best available agent Problem Customer inquiries within self-service consume hardware and agent resources

17. Communications Enabled Business ProcessesExample for the Contact Center • What happens when you have a call spike? • Today: • Mad scramble (can be alleviated by Business Advocate) • If not enough resources, calls go unanswered • Worst case - lost customers & revenue • Tomorrow with CEBP: • Avaya reporting flags crisis • CEBP conferences decision makers • Automatically launches Proactive Contact to at-home agents Result – deteriorating customer service resolved quickly

18. CEPB Integration in the Contact CenterExample scenario • How do supervisors know when to monitor? • Today: • Decide which agents to trace • Record some or all calls • Try to find the “right” calls to monitor • Tomorrow: • Agent Behavior Reporting with Avaya IQ • Flags CEBP, call placed to supervisor • Supervisor listens in live, or activates recording Result: Instantaneous notification, immediate coaching

19. Raise Service, Lower Costs Challenge: Increase ProfitabilityResponding to the Challenge • Protect your existing investments • Contact center software • DCP, H.323, SIP • Look to new technologies for better service at lower cost • New G860 gateway lowers hardware costs with high density SIP trunks • New purpose-built 16CC phone optimizes agent productivity with end-to-end SIP to the agent desktop • Your path, your pace, your choice

20. Avaya Call Center 5.0Addressing Today’s Business Challenges • Investment protection • Continued evolution • Building upon the foundation • Including new technologies • New building blocks • Your path, your pace, your choice

21. Using Technology to Address Challenges • Avaya leads in creating innovative solutions that deliver new benefits and cost savings • Technology is the mechanism, not the solution • Session Initiation Protocol (SIP) is one tool • Instrumental in defining SIP standards • Delivering SIP trunks and solutions since 2004 • Solid benefits companies are gaining today with SIP • Protecting investments by adding SIP trunks and endpoints to existing systems • Lowering costs by reducing hardware • Deploying low-cost agent-optimized SIP phones • Driving first call resolution with SIP/presence • Extending the value of CTI solutions

22. True end-to-end SIP from the network to the desktop No CTI middleware (softphone) is required This option reduces servers, complexity, maintenance Investmentprotection for existing CTI applications Multimedia solutions can control SIP hard phone or soft phone Agent performance & outbound solutions supported Supports advanced features by major service providers Call Center features follow as SIP calls are routed within enterprise Native SIP trunking supports UUI and NCR Avaya continues to show leadership Defining standards, making SIP practical Your path, your pace, your choice Avaya Leads the Market with End-to-End SIPCall Center 5.0 Delivers More Options

23. Avaya Agent Deskphone 16CC SIP in the Contact Center • Low-cost, agent-optimized SIP endpoint • User-Centric Design • Physical characteristics optimized for agents • Context-sensitive user interface • Support for Agent functions • Third-party Call Control • AES/ASAI can monitor and control • Supports multi-channel contact center solutions (IC, CCE, CIE), • Agent Performance (NICE, Witness) • Avaya and third party dialers • Or – SIP directly to the agent desktop, without CTI

24. Extending the Value of CTI SolutionsAvaya Call Center and Interaction Center Alternatives: • Avaya Call Center software can deliver SIP calls directly to the agent 1600CC SIP phone • Avaya Call Center software can convert voice from the SIP transport to IP/TDM and leverage the standard Avaya solution Either way, Avaya Business Advocate can deliver work to either traditional voice or multimedia SIP agent Problem Customers would like to leverage SIP to deploy contact center routing for an enterprise Solution Avaya Contact Center supports SIP ACD functions and can be deployed in two scenarios

25. Meeting your Needs Today and TomorrowAvaya Contact Center solutions • Start by assessing benefits available today • Where can new technology lower costs? • Where could you use it to enhance your customer service and customer satisfaction? • Build upon traditional call center capabilities • Add SIP where it makes sense • Protect your existing investments • Pave your path to Intelligent Communications for tomorrow • Shelter your operation with Avaya Global Services • Consider Avaya Consulting and Systems Integration (CSI) to tailor your contact center to the needs of your business

26. Reduce Complexity Challenge: Speed, Flexibility, AdaptabilityResponding to these Challenges • Simplify call routing with context-sensitive variables • Dramatically reduce number of routing tables • Dynamically change according to context • Flatten, Consolidate, Extend • Consolidate multiple contact centers • Blanket your enterprise with contact center capabilities • Consolidate reporting • Slice and dice contact center data according to your needs

27. Flatten, Consolidate, ExtendCase Study Major US-based Airline Approach: • Flatten:Move to a single IP-distributed architecture • Consolidate:Remove application & server duplication, reduce overhead • Extend: Support remote, branch, satellite or global agents with rich contact center services Value created: • Dramatic server and application simplification • Hard savings of $10M - $15M+ annually • Added reliability and redundancy • Improved brand experience “If we desired drastic improvements we needed to be ready to make drastic changes” “Our operations became streamlined by eliminating old technology, and our costs went down dramatically”

28. Avaya IQ Delivers Actionable IntelligenceMake business decisions based on facts • Gain more intelligence into the customer service you deliver • Take the next step beyond operational reporting • Incorporate analytics to learn not just “what happened”, but “why” • Relate contact center performance to business results • Who are the “best” agents from a revenue perspective? • Appraise your customer service from multiple perspectives • What is the performance of each location? • How is the enterprise performing? • What view best enables you to analyze your center? • What time zone are you in? • Quickly identify problem agent behaviors • Assess the value of blended agents

29. Standard Inbound/Outbound Routing Voice Self Service Standard Desktop & Screen-pop Real-time and Historical Reporting Remote Agent Introductory Agent Instant Messaging Customizable Agent Desktop Advanced Standard Edition Adaptive Predictive Routing Outbound – Predictive Dialing Email, Chat, Callback Reporting and Analytics SIP Voice and Video Application Enablement Addressing these Challenges with a Complete Solution Customer Service Editions • “All inclusive“ bundled world class contact center capabilities • Single per agent price • Single purchasing, design, integration, lifecycle services and support motion • Flatten Consolidate and Extend • Rapid prototyping & response to new demands • CSI consulting, systems integration, tech support

30. Software Support Plus Upgrades Avaya’s NEW Support StrategyImproved Quality and Flexibility for Customers Upgrade Subscription 24x7 Support of Applications Hardware support options Saves customers 55% on average in upgrade costs alone Holistic support, access to updates, local in-language support from 6,000 experts Proactive support via EXPERT Systems; Spectrum of options for coverage New Web-based tools Comprehensive Technical Tools & Guides Ticketing, online ticket status, access to diagnostic tools used by Avaya engineers New Service Pack Strategy Newly improved search engine, improved technical guide resources Bi-monthly Service Packs, easy to track and implement, higher quality & security

31. Software Support Plus UpgradesSubstantial TCO Savings • Delivers software upgrades for Communication Manager, Call Center, and Unified Communications typically every 12-18 months • Provides substantial cost savings compared to the cost of purchasing major upgrades individually • Locks in upgrades for a three-year period at 6%, eliminating the need to budget for software upgrades • Avoids costly T&M with 24x7 support for major problems • Ensures access to the new InSite Knowledge Management Tool and Technical Tips and Documentation • Includes access to Software Service Packs

32. Avaya – Paving your Path to the Future • Continuing to build upon traditional call center • Layering on new technologies to bring exciting new capabilities • Ensuring you continue to deliver differentiated customer service • Reducing costs and complexity • Evolving your contact center to the future • Serving as your trusted advisor,with global presence and expertise Avaya – the worldwide leader in contact centers

33. 33 © 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA