Intelligent Communications & Sky Italia case history VON Europe Autumn 2007

1. Intelligent Communications&Sky Italia case historyVON Europe Autumn 2007 Patrizio Di Carlo Sales Director 27 Sept 2007

2. Business Imperatives Business Imperatives Intelligent Communications Intelligent Communications Solutions

3. Business ImperativesDrive Your Technology Roadmap • Revenue growth: superior customer service • Cost reduction: worker & business efficiency • Manage risk • Mobility with ubiquitous access • Ease of collaboration • Rapid, flexible deployment • Clear ROI & investment protection Business Imperatives Worker Imperatives IT Imperatives

4. Intelligent Communications Business Imperatives Intelligent Communications Intelligent Communications Solutions

5. Intelligent Communications Optimize your business embedding communications intothe fabric of business processes Optimizeyour customer relationshipsglobally across allpoints of contact Communications Enabled Business Processes Unified Communications Contact Centers Optimizeyour people wherever they are, across devicesand interfaces Optimize the communicationsof all people (customers, employees, suppliers) regardless of location IP Telephony A strategic, business-focused, approach to communication delivering competitive advantage today

6. Accelerate the speed of business by integrating communications to minimize latency • Increase employee productivity through seamless unified communications • Satisfy customer interactions based on actionable analytics and insights • Secure and efficient converged communications endpoints and infrastructure Intelligent Communications Key Attributes 6

7. Intelligent Communications Solutions Business Imperatives Intelligent Communications Intelligent Communications Solutions

8. IP Telephony UnifiedCommunications Contact Centers Communications Enabled Business Processes ReliableMulti-modalCommunication Worker Productivity Improved Customer Service Business Efficiency End to End Service Avaya Intelligent Communications Solutions • IP Telephony provides the rich foundation for Communication Applications • Unified Communications: Unified experience, intelligence & best in class functionality • Contact Centers: not just Customer Service, but an enterprise ready to serve • Communications Enabled Business Processes via web services & orchestration • Services ensure optimal design, smooth installation and maximum reliability & uptime SUITE INTEGRATION: END TO END management, security, reliability, common look, listen & feel

9. UnifiedCommunications IP Telephony Contact Centers Communications Enabled Business Processes Reliable Multi-modal Communication Worker Productivity Improved Customer Service Business Efficiency • SIP, IP, Digital& Analog • Cross Network • Management • Scale • Security • Simplification Intelligent Communication SolutionsCustomer Value & Key Attributes Avaya Support, Consulting, & Systems Integration

10. Required Attributes DataNetwork WiFi/WiMAX PSTN • SIP, H.248, H.323, QSIG Networking • Presence: Enterprise-Wide & Federated • Scale up to Large, down to Small • Multiple Domains: P2P and Centralized • Next Generation CTI: Call and Context IP Telephony Across the Enterprise Enterprise Interworkingover SIP Service Provider DataNetwork PSTN MobileNetwork IP Telephony Server SmallOffice Mid-SizeCampus SmallBranch

11. UnifiedCommunications IP Telephony Contact Centers Communications Enabled Business Processes Reliable Multi-modal Communication Worker Productivity Improved Customer Service Business Efficiency • Unified Access • Mobility • Telephony • Messaging • Conferencing • Video • Presence • Multi Vendor Intelligent Communications SolutionsCustomer Value & Key Attributes

12. Information Worker Needs Dependent on level of mobility Deskbound Nomadic Road Warrior Remote Based on Information & Application Needs Worker Desires Basic Information One Number & One Mailbox Complex Applicationsor Information Corporate & Personal Directory Access Intense Collaboration Caller ID & Call Logs

13. Product Support Services • Telephony • Messaging • Audio Conferencing • Video Conferencing • Web Conferencing • Instant Messaging • Application Enablement Services • SIP Enablement Services • Speech Services • Mobility Services • Orchestration Services COMMUNICATIONS SERVICES COMMUNICATIONS APPLICATIONS UNIFIED ACCESS • Avaya one-X™ Desktop • Avaya one-X™ Deskphone • Avaya one-X™ Mobile • Avaya one-X™ Speech • Avaya one-X™ Portal • Unified User Admin • Jabber Integration • Click-to-Dial Solutions • Managed Services for Messaging • On Demand Messaging Unified Communications - Adding Intelligence to the End User Experience NEW

14. UnifiedCommunications IP Telephony Communications Enabled Business Processes Contact Centers Reliable Multi-modal Communication Worker Productivity Business Efficiency Improved Customer Service • Routing • Reporting & Analytics • Self Service • Proactive Contact • Multi-channel • Quality Assurance Intelligent Communications SolutionsCustomer Value & Key Attributes

15. Contact Center Business Strategy real time high touch one-to-one experience moment of truth right informationright channel multi-channel: all information linked Execution + Leverage right resource, right context doing right work improved segmentation /profile reduce customer frustration economical service Relationship depth Least Profitable Customers “Growth Potential” Customers Most ValuableCustomers

16. Virtual Infrastructure • Seamless delivery of applications and services • Central Site, Branch, Remote • Leverage Global Resources • Business Continuity Consistent Brand Experience Information Management Customers • Capture, Reporting & Analysis • Knowledge-based Decisions • Customer Experience View • Personalized Service • Consistent Information Access • Voice, Email, Web integration Expertise on Demand Differentiated Service • Engage Enterprise Experts • Leverage Local Knowledge • Presence, Interrupt-ability • Most Skilled Agent • Managed Follow-up • Improved Conversion Rates from Customer Segmentation Enhanced Self-Service • Speech Enabled Routing & Information Access • Voice, Email, Fax Information Delivery • Personalized Content Customer Service for Sustained Competitive Advantage

17. UnifiedCommunications IP Telephony Contact Centers Communications Enabled Business Processes Reliable Multi-modal Communication Worker Productivity Improved Customer Service Business Efficiency • Process Integration • Service Orchestration • Event Processing • Notificationand Response Intelligent Communications SolutionsCustomer Value & Key Attributes

18. Communications Enabled Business ProcessesA Definition… Provides business processesand applications with the ability to initiate and track real-time multi-channel communication with process users and decision makers Objective: Make processes more efficient

19. Business Processes - TODAY • The business process stops - waiting for human response and action • Human latency is introduced • Process is vulnerableto human error Communications Enabled Business Processes • Human interaction is embedded-in, and controlled by, the business process • Communications are invokedas required • Interactions are fully closed-loop Communications Enablement

20. Case History

21. Sky Italia • Nata nel 2003 • 4,2 milioni di clienti • Crescita media 500.000 clienti/anno • 14.000.000 telespettatori • Prima industria italiana dell’intrattenimento • 34 mila ore di programmi televisivi autoprodotti • 160 canali tematici, audio, pay-per-view, servizi interattivi • Programmazione ricevibile oltre che via satellite: • IPTV con Fastweb e Telecom Italia • TV Mobile tramite Vodafone, H3G e TIM Fonte Sky Italia: http://www.skylife.it/html/azienda/skyitalia/_skyitalia.html

22. 60% del fatturato passa attraverso il Contact Center Perchè Sky “..non vogliamo risparmiare soldi, vogliamo fare soldi!” Mark William, Sky Italia COO

23. Gli Impatti • Reporting end-to-end • Tempi rilascio nuovi servizi • Continuità delle operazioni • Gestione • Servizi non omogenei • Gestione complessa • Continuità del servizio Situazione di partenza La Tecnologia • Contact Center • Architettura “3 Livelli” • Multsito con 4 ACD • Network CTI • Sistemi obsoleti • Fonia business • 3000 utenti su 5 Pbx legacy • Obsoleti

24. Esigenze del Customer Care • Massimo livello di affidabilità, disponibilità del servizio e sicurezza • Elevare il Time-to-Market per il rilascio di nuovi servizi • Incrementare l’efficienza operativa per innalzare le capacità • Virtualizzazione del servizio mantenendo il controllo operativo

25. Accesso • Load Balancing • Instradamento BU • Consolidamento dei server applicativi • Reporting End-to-End • Alta Affidabilità – D/R • Controllo e gestione centralizzati • Post Routing • Unico Pool Virtuale • Virtualizzazione con Outsources La soluzione Avaya per il Contact Center PSTN R.I. IDC 1 IDC 2 Avaya CM Avaya CM Server Applicativi Server Applicativi LAN LAN Wan Backbone Siti Sky Outsourcer LAN LAN operatori operatori

26. SKY Italia Contact Center - Risultati

27. Esigenze della fonia business • Nuovo Campus • Massimizzare gli investimenti fatti nella rete di trasporto geografica e locale • Servizi omogeneei per tutta l’utenza • Mobilità per gli utenti on-site/off-site • Collaboration • User experience • Alta Affidabilità • Ottimizzare i costi di Tlc verso l’operatore

28. MGC MCU MCU LAN LAN LAN LAN WAN LAN La soluzione per l’IP Telephony Nuovo Campus IDC 2 IDC 1 Video rooms Audio/Web Conferencing Messaggistica Unificata Messaggistica Unificata Avaya CM Audio/Web Conferencing Avaya CM SKY LAN IP hardphone IP Softphone Mutimediale IP Softphone VPN Phone Avaya One-X Mobile Utente di Sede Utente Mobile Utente Remoto

29. Sky Italia IPT – Benefici attesi

30. Increase business agility • Drive competitive advantage • Global, Virtual Customer Care Benefici Strategici • Solutions for mobile & home workers • Application & desktop integration • Multi-media collaboration Maggiore Produttività Funzionali Operativi Business Continuity, Security & Disaster Recovery • Centralization lowers operational costs • Consolidate equipment & licenses • Decrease maintenance/upgrade costs • Automate Move Add & Change Semplicità Operations Ottimizzazione Infrastrutturale • Telecom Cost Savings • Cabling savings Risultato complessivo ad oggi Incremento di valore Impatto Strategico Valore per l’Azienda

31. Per maggiori informazioni Vi aspettiamo allo stand Avaya Postazione N.3 Grazie per la cortese attenzione