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2012 Avaya Inc. All rights reserved.#Avaya - Restricted, Confidential and Proprietary


2012 Avaya Inc. All rights reserved.#Avaya - Restricted, Confidential and ProprietaryDiscussion for Proposal for:Name of CompanyDateMonthYear 2012 Avaya Inc. All rights reserved.#Avaya - Restricted, Confidential and Proprietary

Your Success Is Our Goal*Avaya Commissioned Study

Did You Know What We Heard from You

this is issue #2

this is the opportunity you seek

this is issue #1

we can do this within budget and by (date)

we can improve your service by

we can lower your costs by $x in next 3 years

2012 Avaya Inc. All rights reserved.#Avaya - Restricted, Confidential and ProprietaryPrior to this meeting you need to gather the key objectives for your prospect. This chart would enable you to kick off the meeting by confirming what their issues and goals are and what the collaboration solution can do for them. It is recommended you have specifics that align with collaboration and customer service. For the right side, use metrics wherever possible. Remember, we have ROI and TCO tools for IP Office. If you can gather the inputs for those prior to this meeting you can demonstrate real return estimates.

Security for SIP Trunks:With Avaya Session Border Controller for Enterprise Secure remote management & support: SSL-VPNSecure Choices: Hardened Linux and/or proprietary OS

Securing Communications

2012 Avaya Inc. All rights reserved.#Avaya - Restricted, Confidential and ProprietarySecurity choice for your hardware Linux vs Windows environment with the new Server Edition. You can choose Linux or the proprietary hardware of the IP Office 500. In addition, you can also mix the two.Enterprise-class SIP security, connectivity, and quality of service (QoS)Faster service resolution and quicker upgrades

Integrate your desktop applicationssuch as Microsoft Outlook or Salesforce.comwith IP Office to bring a greater level of collaboration to your business. Its compliant with over 300 third-party Avaya-certified applications. Avaya also offers you the flexibility to choose from a number of technologiesIP, digital, analog, SIP or any combinationso you can select the right infrastructure for your communications needs and budget.48


Customize The Displaye.g. Add queue statisticWallboard MessagingAdd, display and specify time

Manage Service QualityLearn, Act

2012 Avaya Inc. All rights reserved.#Avaya - Restricted, Confidential and ProprietaryThe wallboard is the ultimate in knowledge for any call center. With the display you can see your stats and impact them with your actions.Potential actions:Improve customer experience provide highly personalized customer service with speed and efficiency.Manage staff more effectively understand the peaks and valleys of call volumes so you can staff accordingly and communicate to agents via wallboards.Improve training make better use of agent call recordings to enhance sales techniques and service skills.Grow revenue detailed data on calling patterns helps drive more effective sales campaigns and day-to-day selling performance.

42Work in progess

Agent Summaries, Call DetailsWith Graphical DisplaysAlarm and TraceSelect targets, hours and viewEasy ExportingExcel, Word, PDF, etc.

Measure Agent ProductivityIntelligence for Impact

2012 Avaya Inc. All rights reserved.#Avaya - Restricted, Confidential and ProprietaryThe solution offers easily customized reports to display specific information that is most relevant to your business:Create a caller identification report to see where the most (or fewest) calls originate from (by area code, country code, prefix, etc.)See how many calls have been taken over a period of time, the length of calls, and moreSet and adjust thresholds to trigger alarms to suit changing objectives and campaign targetsSchedule automatic report delivery in preferred formats

Detailed, actionable data helps supervisors schedule staffing for peak times, provide relevant agent training (including recording and archiving of calls for later review) and to improve overall business performance. 43




2012 Avaya Inc. All rights reserved.#Avaya - Restricted, Confidential and ProprietaryLet me show you how.

Mobile Runway

2012 Avaya Inc. All rights reserved.#Avaya - Restricted, Confidential and ProprietaryLive demo of one-X (either version). Representative should relate the key features to the customers business.Alternative video clip as a back-up option.

Use case example Transportation company would likely be very interested in monitoring the location status of shipments in transport. Show a before illustration of what could happen if an important shipment were not monitored; then show the after scenario where the foreman is able to see that a truck had not moved in a two hours and was able to circumvent a bad situation.

Use case example Healthcare facility often has social workers missing key calls from care centers who are awaiting vital information to ensure patient transport. In the before scenario, the social worker is on the hospital floor while the care center calls her office repeatedly at the request of the family member who is anxiously awaiting news of the details of transport. By the time, the connects are made, it becomes too late to move the patient to the facility the patient misses the window of insurance coverage and later disputes the bill with the hospital causing countless hours of admin for the hospital and much angst for the patient and her family. The after scenario calls the social worker at her office and it rings on her cell. The info is passed immediately the first time and the patient transport is all on schedule. 16

2012 Avaya Inc. All rights reserved.#Avaya - Restricted, Confidential and ProprietaryLet me show you how.

2012 Avaya Inc. All rights reserved.#Avaya - Restricted, Confidential and ProprietaryLive demo of Flare. Representative should relate the key features to the customers business.Alternative video clip as a back-up option.

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2012 Avaya Inc. All rights reserved.#Avaya - Restricted, Confidential and ProprietaryInstant meeting room, anywhere.See up to NINE parties.Share a document at a moments notice no hassle.Circle, highlight, annotate in real-time. Talk or chat have sidebars.Moderate, control, change.

Meet, Share, Smile, Focus!

2012 Avaya Inc. All rights reserved.#Avaya - Restricted, Confidential and ProprietaryLets take a deeper look at the Skopia application. What does it enable your teams to do?For starters, you can create an instant meeting room anywhere on the spot. No need to get on a plane or even leave your office, go down a flight of stairs and walk to the other side of the building (which will make you 10 minutes late). Instead, you just click and you are with all parties in a way that is engaging and lets not forget that those parties can all be in different cities or countries. You can see up to nine of them on the screen with you best in the industry. You can share a document at a moments notice no more calling someone to bring over a slide projector or fumbling for half the meeting to get one to work. Share, circle, annotate, have sidebars where appropriate and as a moderator you can control and change your meeting settings. It makes for the most effective use of your people resource their time and attention together deliver results. Thats the power of we.22



www.avaya.comEasy Access to Additional InformationIP Office eBookFact sheet Server EditionFact sheet Preferred EditionFact sheet Power UserFact sheet Advanced EditionFact sheet Office WorkerFact sheet ERS 3500IP Office ROI CalculatorIP Office TCO CalculatorTolly Reports

2012 Avaya Inc. All rights reserved.#Avaya - Restricted, Confidential and ProprietaryAvaya IP Office

Competition

Lots of ServersLots of PlatformsFIVE TIMESLess rack space withApplication sharing servers.25% LOWERTotal cost of ownership*.Also, more energy efficient.Just MINUTESTo upgrade.Less disruption for installs.

Got 500 users?

2012 Avaya Inc. All rights reserved.#Avaya - Restricted, Confidential and ProprietaryThe result of this is a highly differentiated solution. For example, if you have 500 users, the competition will cause you to either deploy 5X the servers or to configure multiple platforms and software codes. With IP Office, its better (less rack space), faster (installs in just minutes), and simply cheaper (much lower TCO).

Tolly Test Report vs Shoretel 2010.29

Avaya IP Office User SolutionsAlso available:

Office Worker

Mobile Worker

Tele- Worker

Receptionist

Customer Service Agent

Customer Service Supervisor

Avaya IP OfficePower User

Choices based on Job Functions

All user solutions, except for Receptionist, require Preferred Edition software. Customer service agent and supervisor require Advanced Edition. 2012 Avaya Inc. All rights reserved.#Avaya - Restricted, Confidential and ProprietaryPower User - The ultimate in communications accessibility for busy executives.Office Worker - Desktop integration helps employees quickly convey critical information throughout your business.Mobile Worker - For staff working out of the office without a laptop.Teleworker - Enable home and remote workers to be as accessible as employees in the office.Receptionist - Manage calls via easy-to-use PC interface. One receptionist can handle multiple offices.Customer Service Agent - Intelligent call routing helps agents deliver highly personalized service.Customer Service Supervisor - Real-time call status and customizable reports help create efficient and productive call centers.33

LondonSingaporeSao PauloPrimaryServerSecondaryServerNew York

And Preserved Business

With Server Edition, resiliency is centralized.Headquarters has redundant back-up. 2012 Avaya Inc. All rights reserved.#Avaya - Restricted, Confidential and ProprietaryWith IP Office Server Edition, resiliency is centralized at the headquarters location.

With the addition of a secondary server, any phones that are registered to the primary will automatically fail over to the secondary. IP Phones on expansion systems, at various locations, can failover to either the Primary or Secondary server.

The primary and secondary server can each support up to 1000 users in resilient mode.

Note: The primary and secondary servers can be co-located or can be located at separate locations for Geo-Redundancy.

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Exclusive Access

Simple SearchWeb Ticket StatusLive Agent SupportProduct DocumentsHow to VideosVideo Chat

2012 Avaya Inc. All rights reserved.#Avaya - Restricted, Confidential and ProprietaryYoull also be able to get information directly from the Avaya website 56 2012 Avaya Inc. All rights reserved.#Avaya - Restricted, Confidential and Proprietary

Avaya Offers Choices One Size or Shape Does Not Fit All

Basic, cloud,no up front costsSimple, scalable, and flexible for the growing businessHigh customization and best-in-class contact center


Avaya IP Office

Avaya Aura for Midsize EnterpriseSimple, scalable, flexible for the growing businessRich UC and Contact Center, Virtualization, High AvailabilityCTI and WebServices Integrationvia APIsFull UC Integration via Avaya ACEUp to 1,000 users- 500 users per system, 32 sitesUp to 2,400 users per system - scales to hundreds of thousandsSME & Mid Market-Class UC and CCEnterprise-Class UC and CCCustom platform integration options N+1 resiliencyVirtualization, High Availability and Branch Survivability Best-in-class TCO, Simplified ManagementAvaya Aura ApplicationsRich Management SolutionSmall and Midsize Businesses NeedsDifferent Price and Value Options
