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2005 Avaya Inc. All rights reserved. Focusing on Medium-Sized Businesses Avaya Customer Interaction Express Sales Training

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2 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential Agenda Understanding Midsize Business Needs Avaya Customer Interaction Express Positioning Pricing and Configurations Competition Roadmap Calendar of Activities and Training Wrap Up

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2005 Avaya Inc. All rights reserved. Understanding Midsize Business Needs and Customer Interaction Express

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4 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential Customer Service for Sustained Competitive Advantage Enhanced Self-Service Speech Enabled Routing & Information Access Multi-Modal Information Delivery Personalized Content Personalized Service Consistent Information Access Voice, Email, Web integration Consistent Brand Experience Best Skills Applied Managed Follow-up Improved Conversion Rates from Customer Segmentation Differentiated Service Seamless delivery of applications and services Central Site, Branch, Remote Leverage Global Resources Business Continuity Virtual Infrastructure Expertise on Demand Engage Enterprise Experts Leverage Local Knowledge Presence, Interruptibility Information Management Capture, Reporting & Analysis Real-Time Information Customer Experience View Customers

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5 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential The Path: Integrated and flexible solutions that allow to meet changing customer requirements and business needs at their own pace The Result: Competitive advantage from more efficient, responsive and effective business operations The Need: Complete software suite solution : simple to buy, simple to deploy, simple to use and simple to manage - delivering the competitive advantage previously reserved for the largest Contact Centers Focusing on Medium Sized Contact Centers Mobile and Distributed agents Demanding Customers Sales Channel Needs: Differentiated solutions Easy to sell & quick to design + deploy Delivering lower costs - higher margins Promoting long-term customer relationships Customer Drivers: Profitability, low TCO, Quick ROI Meeting current and future business needs Minimal install/move disruption Leverages open standards

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6 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential Mid Size And Enterprise Businesses Different Needs By Segment Reporting IVR / Self Service Proactive Contact Contact Center Desktop Productivity CTI Mid Size Business Contact Center Reporting Outbound dialling Self-Service CTI Desktop Productivity Specialized applications tailored to single purpose Highly customizable deployment and implementation options Multiple Operating Systems In-house IT Expertise for Server and Application Management Dedicated Servers for each application Software Suite Shorter implementation cycles Easier to manage One solution to upgrade Reduce infrastructure cost Enterprise Business

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7 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential Addressing Some Specific Needs of Medium-sized Businesses The need for an all in one Contact Center Suite. Requires the suite to run on as few Microsoft OS based application servers of the same type as possible (low TCO). Requires the suite to be up and running with a relatively small implementation and system integration effort compared to Enterprise Solutions. Limited internal IT capabilities. Uses Contact Center technology also to optimize overall communication processes. Still requires a high level of functionality Target market: approximately 100 to 1,000 employees with 20-150 workers in the contact center.

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8 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential Customer Interaction Express Delivering New Value for Mid Size Enterprises All-in-one solution Inbound/outbound, E-Mail, Fax, SMS IVR DTMF, 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

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9 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential Customer Interaction Express ~ All In One IP Communications Suite Contact Center Contact Management Agent Groups Agents External Destination Waiting Announcements IVR Agents Universal Queue www Email Fax Web Call Back Voice SMS Customer / prospects Contact Center Resources Media specific skills based routing Call/EM can be routed to a specific agent not belonging to a group

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10 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential Delivering new value to both customers and business partners Increased Margins Consistent, straight forward, repeatable deployments Less highly paid skilled workers required Reduce Risk Standard industry platforms Ease of deployment and support Flexible and scalable solution Add functionality based on customer needs Software-only solution for customizability Differentiate from competition Packaged solution with off the shelf integrations Built for my customers needs All in one Customer Service Solution delivers consistent service to customers across multiple media channels and locations Easy to manage and maintain Built on Microsoft with common administration tools for all components Evolves with your business Start with one contact channel and build from there Fast implementation with minimum disruption to the business Pre-integrated, 1 2 weeks for average implementation Business Insight into the customer experience thats easy to use Real time and historical reporting for all media channels For Customers For Business Partners

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11 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential Customer Interaction Express - Screenshots Single User interface Supervisor Team leader Agents Graphical works flows Inbound applications Outbound campaigns IVR applications Integrated reporting historical real time reporting Skills based routing Including multimedia channels

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12 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential Customer Interaction Express ~A Few More Details Single software suite solution All-In-One Contact Center Suite Running on Microsoft OS based server(s) Common Administration easy to manage Platform independent Designed specially for contact centers with 20 to 150 Agents Capabilities: Skills based routing Multimedia channel management Inbound, Outbound, Email, SMS, Fax Outbound campaign management Blended Agent Experience Self Service applications (IVR), with ASR and TTS Integrated Real Time Reporting Historical Reporting Multi site support

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2005 Avaya Inc. All rights reserved. Customer Interaction Express Positioning Avaya Solutions

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14 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential Avaya Solutions to Meet Differing Business Needs Basic Need Leading Edge Business Size Call Center Software Interaction Center Contact Center Express IP office CC Capabilities MVE CC capability CIE

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15 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential Contact Center Express For existing Avaya Call Center customers No new application customers 20-150 Agents Providing medium-sized businesses the ability to extend Avaya Call Center with CTI/Screen-pop and multi-channel capabilities Customer Interaction Express New customers CM customer not yet using Call Center capabilities BCC Upgrades Packaged with MultiVantage Express (MVE) 20-150 Agents All in one multi-channel contact center suite to address the needs of medium-sized contact centers. Customer Interaction Express Mid-market Contact Center Portfolio

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16 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential Positioning of Avaya multi-channel Solutions 150 Agents Existing Application Customer New Application Customer Contact Center Express Call Center (Elite, ) CMS IR Customer Interaction Express Interaction Center Call Center (Elite, ) CMS IR Mid Size Business Enterprise Business

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17 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential Customer Interaction Express Mid-market Contact Center Portfolio Customer Interaction Express addresses medium sized business needs with: an all in one Contact Center Suite. common administration and management for a all components of the suite. real time and historical reporting for all media channels offered. a platform independent solution. MultiVantage Express Avayas switch platform solution for medium-sized businesses, ideal in combination with Customer Interaction Express for a full contact center solution Contact Center Express For existing Avaya customers to extend investments with a flexible and easy to use multi-channel, CTI and desktop integration

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18 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential LAN, WAN, WiFi MultiVantage Express Customer Interaction Express ~A complete, end to end solution! IP for transport Link systems and gateways across locations Scalable, secure, survivable infrastructure Call Recording WiFi phone PDA Softphone Customer Interaction Express G650 MultiVantage Express G250 G350 G700 IP endpoints Flexible deployment Ideal for new locations IP at the core Easy migration or greenfield Enables satellite and at- home agents Foundation for multi-site consolidation

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2005 Avaya Inc. All rights reserved. Customer Interaction Express Pricing & Configurations

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20 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential Customer Interaction Express Licensing and Pricing Two bundled offers to sell quick and easy: Standard and Advanced Each of them bringing a defined feature set per agent plus add-ons Customer Interaction Express Standard Selected # of agents voice inbound voice outbound (preview) Real time and historical reporting Skills based routing 1 Team Leader Customer Interaction Express Advanced Selected # of agents voice inbound voice outbound (preview, auto and progressive) E-Mail Real time and historical reporting Skills based routing Usage of text blocks in E-Mail 1 Supervisor 10 IVR ports

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21 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential Customer Interaction Express Ordering Team Leader Supervisor Licenses based on customer needs Choose Number of Agents Select Additional licenses Select extras Advanced Standard ASR and/or TTS IVR Ports

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22 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential Customer Interaction Express - Licensing and Pricing Pricing shows GPL Add from la carte if you want to add Team Leaders or Supervisors to Standard or Advanced want to add IVR to Standard or want to extend the IVR in Advanced want to migrate from Standard to Advanced want to add ASR or TTS capabilities

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23 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential TCO Comparison Mid Market and Enterprise Including Implementation and Customization

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24 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential TCO Comparison Mid Market and Enterprise Including Implementation and Customization

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25 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential Customer Interaction Express 1.0 Upgrade from BCC to CIE Upgrade of a BCC System to CIE Standard: If a BCC System does have only voice inbound agents (no Outbound, no E-Mail Agent). For every BCC Agent a CIE Standard Agent License is required. Supervisors have to be upgraded as well. Are e.g.. 5 Supervisors licensed for BCC 5 Upgrades have to be ordered. Upgrade of a BCC System to CIE Advanced: If the BCC System has at least one Voice Outbound User or one E-Mail Agent, the whole system has to be upgraded to CIE Advanced Agent. Even if a CTI Integration based on BCC is used, all agents have to be upgraded to CIE Advanced For every BCC Agent is a CIE Advanced Agent License required. Supervisors have to be upgraded as well.. Are e.g.. 5 Supervisors licensed for BCC 5 Upgrades have to be ordered. Pricing shows GPL

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2005 Avaya Inc. All rights reserved. Customer Interaction Express Competition

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27 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential Customer Interaction Express - Key Competitors Cisco IPCC Express Genesys Express Interactive Intelligence Siemens EMEANACALAAPAC Global Players Regional Players Alcatel Altitude Mitel Small regional See global Nortel Mitel NEC Aspect /Concerto Alcatel Altitude Alcatel Aspect/Concerto NEC Small Regional Vendors

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28 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential The Competition: CIE Complete, Simple Applications Avaya CIE Nortel Contact Center Express Alcatel OmniTouch Mitel 6100 Cisco IPCC Express Interactive Intelligence CIC Genesys Express Multimedia Siemens ProCenter Agile Siemens ProCenter Enterprise Single software Solution Skills-based Routing Outbound Third Party Multi-channel E-mail, FAX, SMS, Call Back Optional Optional with 6150, 6160 Optional E-mail, Call Back E-mail, Web, Call back Desktop for Agent and Supervisor Historical and real time reporting Optional 6110 Multiple PBXs Self Service Optional (Premium) Multi-site Optional Call RecordingOptionalThird Party Optional WFMOptional Optional 6120 Optional Quality MonitorOptionalThird PartyOptionalThird PartyOptional

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2005 Avaya Inc. All rights reserved. Customer Interaction Express Calendar of Activities and Training

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30 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential Customer Interaction Express Avaya University Training Main courses Sales 3 web based courses (5h) Instructor led courses (3-4h)* 1 level Assessment (1h) Pre-sales Sales training and Assessment above, plus 1 classroom course (2 days) 1 core Assessment (30 minutes) Post Sales (Support) 2 web base courses (5h) 4 classroom courses (8 days) 2 Assessments (1h ) Customer IT 3 classroom courses (6 days) 1 web course (2h) Enabling you to be the best! Note: AES training required CIE Sales Curriculum CIE Design Curriculum CIE Implement Curriculum CIE Customer Curriculum Product Authorization PA - Sales: Customer Interaction Express PA Design: Customer Interaction Express PA Implement: Customer Interaction Express * Not Avaya University

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31 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential Activities Timeline - 2006 SeptemberOctoberNovember December Technical KT 1 Key Country and Channel Engagement Germany Tech Share Rome - BP Kick Off Technical KT 2 Campaign Creation and County briefings Customer BETA trials: English and German Avaya sales Kick Off (New Orleans) Insider KT Tier2 Sales Training Avaya Pre-Sales WBT Sales KT

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32 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential Activities Timeline - 2007 JanuaryFebruaryMarch April Regional Campaign Deployment 3 -5 April SECA - FRANCE CIE Toolkit 27 Feb 1 March CC World - Germany AR / PR EMEA Avaya Website / Tools (PMC) Insider KT Field Coms Sales KT Marketing MasterClass 15 March 21 March Cebit - Germany Product GA English/Fr/Ger Localised Versions Italian/Spanish 5 March 8 March VoiceCon U.S.

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33 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential Sales Enablement Materials Value to the Partner Why should I sell? Educate/Prepare /Train How to sell? Create Demand Why should the customer buy? Closing the deal Customer Facing documents Sales Knowledge Transfer Partner Briefing Presentation Technical Presentation Sales positioning guides Cheat Sheets Competitive analysis matrix Marketing templates for channels Flash demo Forum in a Box material Customer Presentations Brochures Offer definition Competitive TCO/ROI tool Online Demo Financial Offers Case studies Analyst Reports White Papers EMEA Marketing Launch Q2-07

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34 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential Customer Interaction Express - Training: Basic Sessions Web Based Course Class- room Course Customer Interaction Express Overview (2h) CIE Sales Story (1h) CIE Background Sales (2h) System Architecture and Installation (3h) Core Assessment (30 mn) Level Assessment Product Authorization (1h) Basic Statistic, Monitoring and Task Reporting (1d) Functions and Handling E-Mail (2 days) CIE Workshop incl. Function and Handling (4 days) Installation and Implementation (2 days) Basic Functions, Handling Voice & Voice Control (3 days) SalesPre-SalesPost SalesCustomer IT

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35 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential Customer Interaction Express - Training: Advanced Features Class- room Course Update and Projects (3h) Assessment (30 mn) Extended TaskFlow, Task Reporting & Voice Control (3 days) SalesPre-SalesPost SalesCustomer IT Dialer (2 days) Assessment (30 mn) Networking (1 day) Assessment (30 mn) Multiple Servers (1 day) Assessment (30 mn)

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36 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential New all-in-one midsize business contact center solution Increases first contact resolution Easy, personalized user experience Inbound/outbound, IVR, email, fax, SMS Sophisticated, skills-based routing Flexible, common administration and management Real-time information and historical reporting Works in your IT Environment Platform-independent Pre-integrated solutions Microsoft-based The Avaya Advantage CUSTOMER INTERACTION EXPRESS Fast implementation Easy to manage Evolves with business