BUSINESS MADE SIMPLE

Nortel Agile Communication EnvironmentMaximizing Employee Efficiency and Satisfaction while Delivering Cost Savings through Nortel UC Applications

Paul Relf – paulre@nortel.comProduct Management Leader, ACE

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Customer Contact(Customer Centric)

Unified Communications

(Knowledge Worker Centric)

IP Telephony(Network Centric)

Business Contextual CommunicationLo

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Tactical Total Cost of Ownership -> Hard ROI Strategic

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Communication EnabledBusiness Solutions

(Enterprise Centric)

Nortel Agile Communication Environment A Unified Architecture Based Upon Enterprise IT Standards

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• Integration Into your IBM Desktop environment

• Click to Call, Release Call• Telephony Presence• Click to Conference (with NMC)

• Hotdesking Support• Communications follows you• Presence driven FindMe, FollowMe• Remote control of your desktop phone• Works with IP and TDM networks

• Integration of IM into ACE Toolkits

• Click to Text• Presence (IM, Calendar)

IBM Lotus SametimeDesktop User Experience

Key ’09 Deliverables: Support for CS1000 and Cisco Call Manager and Hotdesking is available today. Expect alignment with IBM’s about to launch “Sametime Unified Telephony” SUT offer and support for additional platforms including Avaya Source: uses a Forrester Model for monetizing productivity

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• Integration into Desktop Environment

• Click to Call• Telephony Presence• Advanced Routing support using ACE

• Hotdesking Support• Communications follows you• Presence driven FindMe, FollowMe• Remote control of your desktop phone• Works with IP and TDM networks

• Smart Tags• Microsoft Smart Tags provide support

for Outlook and Office.• Integration of IM into ACE

Toolkits• Click to Text• Presence (IM, Calendar)• Additional Available Context

Source: uses a Forrester Model for monetizing productivity

Key ’09 Deliverables: Support for CS1000 is currently available (ACE 1.2). Integration with Cisco Call Manager is currently in trials and is expected to GA mid summer. ACE Webservices (Click to call, chat, and presence) and Hotdesking support are under development

Microsoft Office CommunicatorDesktop User Experience

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• Outlook Plug-in• Initiate Click to Dial from Outlook!

• Internet Explorer Plug-in• Initiate Click to Dial from ANY

web-site!

Source: uses a Forrester Model for monetizing productivity

Microsoft Outlook / Internet ExplorerDesktop User Experience

Key ’09 Deliverables: Internet Explorer and Outlook plug-in’s are currently shipping to lead customers. GA expected mid summer.

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• Easily designate any telephone to temporarily operate as your office phone

• Workspace Sharing• Assignment of communications

to people as they drop into shared workspace environment

• Heterogeneous Network “Follow-Me”

• Allow communications to follow mobile employees so they remain reachable and effective while on the road

Hot-Desking User Experience

Key ’09 Deliverables: Hotdesking is deployed in many customer environments today. Expect tight integration with OCS and Sametime in the second half of ’09.

Minimal Upfront Investment3 – 6 month payback

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• What is it?• Mobile ACE provides access to

your Enterprise communications through your BlackBerry. Initial focus is on Location services, Toll Avoidance applications, and Productivity.

• Save cost• Avoid high long distance and

international charges from mobile company

• Increase productivity• See status and location of your

contacts on your mobile to make sure call reaches them when they are available

20-40% Reduction in Mobile Long Distance3 – 6 month payback

Road Warrior User Experience

Key ’09 Deliverables: Mobile ACE is currently under development with lead customers. The current focus is Location services, Toll Avoidance, and Productivity. Expect Mobile ACE to be GA in the second half of 2009.

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Sales Rep User Experience – CRM

• Make your Sales / Marketing team more effective

• Click to Dial Names, Numbers, Contact Lists and Customer Records

• Call Notification Toaster with context launching (new contact, screen-pop)

• Outreach Assist• Voice Drop - Allow user to drop out of a

conversation or voice mail to play a pre-recorded marketing message (i.e. for sales people, call agents)

• Voice Blast - ability to inform mass audiences or groups of critical or relevant events

“Hi its Nancy, I wanted to dropyou a quick note about…”

Directory Access User Experience• Communication Enable

your Corporate Directory • Click to Dial (names, numbers,

and roles)• Click to Speech Dial (voice

enabled directory)• Presence Integration, video• Intranet directory, Browser Plug-

ins• Conferencing

• Road Warrior Solutions• Speech Dialing (names, roles)• Directory Access from BlackBerry

“Please state the name of the person you would like

to reach”

Source: uses a Forrester Model for monetizing productivity

“John McKinnon On Conference”

Communications Enabled Business Solutions:A Comprehensive Environment

Infrastructure

Communication Applications & Development Environment

Abstraction Layer& CommunicationFoundation

CommunicationsEnabledBusinessSolutions

OtherPartner

Solutions

MobilityVerticalSolutions

Business Apps

Desktop(Productivity)

Nortel VoicePortfolio

3rd PartyVideo Including

Tandberg / Polycom

Avaya VoiceServers

IM PlatformIncluding

OCS and Sametime

Agile Communication Environment

CustomerSupport

BusinessProcesses

Optimization

Intelligent Agent

NotificationManager

EnterpriseExpert Finder

Others…

ContextualeCommerce Mobile WorkflowDrop /

Blast

Hotdesk

Other 3rd Party Voice Servers 3rd Location

Servers

Network Adaption | Service Oriented Architecture | Web 2.0

Cisco VoiceServers

ACE Brings It All Together

PSTN

Corporate PortalBusiness Applications

Microsoft OCS

Nortel VoiceNortel ConferencingOCS VoiceCisco Call ManagerAvaya Tandberg VideoTurretEtc…

CorporateVoice/Video

TDM/IP

Pre-packaged Integration• Click to Dial (audio/video)• Click to Speech Dial• Click to Conference• Presence• Hotdesking Enabled

UC Applications• Corporate Directory - click to dial / presence - click to speech dial• IE, Outlook Plug-in • Mobile ACE • Hotdesking - dynamic routing - dynamic presence - context enabled routing• etc…

SIP, TR-87, JPATI, XML, …

Pre-packaged Integration• Speech Dial (Directory)

Nortel Agile Communication Environment

Business Process Integration• CRM, ERP, BI, Custom• Contact Center Integration• Context (Presence, Location)• Notification Manager• Speech Services• etc.…Business Application Connectors

• CRM, ERP, BI, Custom• Drop/Blast, Screen Pop, History, etc.

Services Lifecycle Approach

• Vendor Agnostic Approach

• Comprehensive, End to End Model

• Customer Choice & Flexibility

• Partner Ecosystem

PACKAGED APPLICATIONSCustomer-Proven Success!

UC Desktop Hot-Desking Drop and Blast

Communications Portal

Productivity ApplicationsFor the Nortel Agile Communication Environment

Long Distance/Roaming Optimizer

15 Nortel Confidential

CUSTOM APPLICATIONSCommunications-Enabled Applications & Business Processes

Automated Communications

(events/data)

CRM/ERP/SCM App Integration

Mobility Portal& Apps

Location Based Apps

Business ApplicationsFor the Nortel Agile Communication Environmentthe possibilities are endless

Speech Integration

Toolkit and/or Solution

Orchestration for Real-Time Services

Multi-vendor Cross-Domain

Why Nortel?Simplicity Over Complexity

An open, flexible, multi-vendor approach that accelerates the delivery of communications-enabled applications