© 2006 Avaya Inc. All rights reserved.

The Evolution toThe Evolution toIntelligent CommunicationsIntelligent Communications

Lawrence Byrd, Avaya25 January 2006

H.323

SIPSIMPLE

Web Services

SOAPHTTP

VXMLccXML

WSDLWS-BPEL

SOAXMMP

The Evolution toThe Evolution toIntelligent CommunicationsIntelligent Communications

2© 2006 Avaya Inc. All rights reserved.

Communications: A Force for Market Transformation Throughout History

IP telephony’s impacton…

The telegraph’s impacton mass transportation

The telephone’s impacton mass production

The stock ticker’s impacton capital markets

3© 2006 Avaya Inc. All rights reserved.

Communications = Business Transformation

“The old voice platform did not lend itself well to innovation. But when you put voice on an Internet platform, all sorts of innovative options for collaboration become possible.”

“Introducing new technology alone is never enough. The big spurts in productivity come when a new technology is combined with new ways of doing business.”

4© 2006 Avaya Inc. All rights reserved.

“The important dividing line . . . will be between those who see VoIP as just a new way to do the same old things and those who use it to rethink their entire business.”

September 2005

Using VoIP to Compete

Communications = Business Transformation

5© 2006 Avaya Inc. All rights reserved.

Source: Avaya analysis based on independent industry analyst reports

35% IPU.S.: 49%35% IPU.S.: 49%8% IP

U.S.: 13%8% IP

U.S.: 13%

IP Telephony

CAGR 47%

IP Telephony

CAGR 47%

20042004 20082008

Growth will be driven by transformational opportunityGrowth will be driven by transformational opportunity

Global Enterprise Telephony Installed Base Total Lines (Million)Global Enterprise Telephony Installed Base Total Lines (Million)

463M463M423M423M

IP Telephony – Beginning Of The Road

6© 2006 Avaya Inc. All rights reserved.

1Avaya interpretation of analyst data 2ComputerWorld survey

Branch Offices

91% of employees work in branches and remote offices1

Virtual

58% companies consider theirs to be a virtual workplace today1

Mobility

In 2008, 72% US workforce will be remote and mobile1

Home Working

89 of top 100 US companies offer telecommuting2

60%+ Britons & Germans equipped to work remotely1

We Work Differently Today

7© 2006 Avaya Inc. All rights reserved.

Email

Instant Messaging

Voice Messaging

Unified Communication

Telephony

Contact Centers

Mobility & Softphone

Conferencing

Collaboration

One “Converged” Market

8© 2006 Avaya Inc. All rights reserved.

Cre

atin

g B

usi

nes

s V

alu

eEvolution to Intelligent Communications

Real-time Enterprise

ANY NETWORK

BUSINESSCOMMUNICATIONS

APPLICATIONS

BUSINESS APPLICATIONS

BUSINESS PROCESSES

NETWORK

BUSINESSAPPLICATIONS

Intelligent Enterprise

IntelligentIntelligentCommunicationsCommunications

embeddedembeddedinto the fabric of into the fabric of

businessbusiness

ANY NETWORK

BUSINESS PROCESSES

TRADITIONAL

Cost ReductionOperational Efficiency

CONVERGED

TDM IP SIP

Business AgilityCompetitive Differentiation

Customer Loyalty

EMBEDDED

SIP + SOABusiness Processes

9© 2006 Avaya Inc. All rights reserved.

Processes Involve People!Scenario from Insurance Industry

2 Reinforce brand: consistent global call treatment

6Customer claim resolved; results

evaluated real-time

4Message for agent accessed through

speech while mobile

5Collaboration with expert at home

1 Customer calls branch office, agentnot available

2 hour settlement(vs. industry 5+ days)

Increased retentionIncreased referralsLower cost per customer

Claim Process Reduced from 5 Days to 2 Hours

3 Call redirected to contact center providing immediate assistance

10© 2006 Avaya Inc. All rights reserved.

Single Consistent Single Consistent Virtual InfrastructureVirtual Infrastructure

Web

CustomerInteractions

Large multi-site centers

Outsourced agents

Global agents

Satellite agent groups

At-home agents

Voice

E-mail

Point-of-sale

Branch offices

Sales person

Knowledge expert

Back office

The Customer Contact Enterprise

11© 2006 Avaya Inc. All rights reserved.

TeleworkerCampusRoamer

RoadWarrior

The Collaborative Enterprise

DeskWorker

DesktopVoice, Video, IM, Presence

Web CollaborationOutlook, Notes

Home/RemoteOffice

WiFiDual-mode

Mobile“One Business

Number”

SpeechAccess

Conferencing

12© 2006 Avaya Inc. All rights reserved.

Human Latency Slows ProcessesScenario from Manufacturing Industry

13© 2006 Avaya Inc. All rights reserved.

Human Latency Slows ProcessesScenario from Manufacturing Industry

14© 2006 Avaya Inc. All rights reserved.

Communications-enabled Business Processes

MeNext Call Scheduled> Calendar integration

From Directory> Company, Team, Personal

From People FinderFrom Call Logs > Me, My Team

Click to Dial Options“Click”

Click-to-Conference

Click-to-Conference

Appliance Desktop

Business ApplicationBusiness Application

Business Application

Business Process

Flow

Business + Communications Task Flow

Task Task Task

ConferenceExpert

Notify

ResidentExpert

15© 2006 Avaya Inc. All rights reserved.

Service-Oriented Communications Architecture

16© 2006 Avaya Inc. All rights reserved.

Case Study

Setting the Standard for Luxuryat Wynn Las Vegas

Processes

Delight guests

Check-in experience

In-room experience, personalization

Understanding and accessing services

Empower staff to drive customer loyaltywith accessibility and mobility

17© 2006 Avaya Inc. All rights reserved.

Case Study

Improving Child Safety inPalm Beach County Schools

Processes

Get special-needs kids home

Meet regulatory requirements

Keep parents notified real-timeabout times, delays and locations

Proactively manage absenteeism

Help find missing childrenApplication from Avaya

DeveloperConnection partner

18© 2006 Avaya Inc. All rights reserved.

Case Study

2006 FIFA World Cup™

12 stadiums…

32 teams…

15,000 volunteers…

15,000 international press…

200,000 security clearances…

3,100,000 spectators…

30,000,000,000 viewers worldwide…

15,000,000,000,000 bytes of voice and data___________

99.99+%communications availability required

ProcessesAccreditation in <10 minutesRFID ticketsStadium WLAN for pressTransportation logistics Video conferencingGeneral collaboration

Largest converged communications event network ever

19© 2006 Avaya Inc. All rights reserved.

Practical evolutionary steps• Leverage existing investments and infrastructure• “Add-on” mobility, presence, collaboration, video, …• With mission-critical high availability and security

Standards and open interoperability• SIP, SIMPLE, More SIP, Web Services, WSDL, BPEL, …SOA• Business process integration

Providing help• Global skills, services, rich partner ecosystems• Managed service and hosted deployment choices

The Real Challenge

How on earth do customers get there from here?How on earth do customers get there from here?

Thank YouThank You