© 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA 1

November 12, 2008 Meeting

2© 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

Before we start, 3 Presenter Questions

What did you come for today, and what must you leave with, in order to feel like your time was well spent?

What needs to happen today, for you to rate this RMAUG meeting the best you’ve ever been to?

Especially in this economy… What is the most important thing you can do for your organization, and how can RMAUG facilitate that?

3© 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

AgendaCompliance using my current Avaya infrastructure.

Public Safety using my current Avaya infrastructure.

Is there any outside funding available and how do I get it?

LUNCH!

How can I assist my organization in DELIVERING THE SAME SERVICES TO MY CUSTOMERS, WITH REDUCED OPERATING BUDGETS?

How can I assist my organization in GENERATING REVENUE with my current Avaya infrastructure investment?

How can I assist my organization in IMPROVING CUSTOMER SERVICE with my current Avaya infrastructure investment?

4© 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

Compliancy Public Safety (handout discussion) (handout discussion)

5© 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

Is there any outside funding available and how do I get it?

-Low-Risk Funding for 103, 103A, 501C & 501C3- Interest-bearing escrow accounts- “0%” Installment programs- Non-appropriated funding- “Cash back” infusion programs- No bond issues, no debt, no voter approval, no cash up front

- Homeland Security Funding, HRSA Funding, E-Rate, Form 8826www.dhs.gov/dhspublic/ www.hrsa.gov/grants/default.htm www.usac.org/default.aspx www.irs.gov/pub/irs-pdf/f8826.pdf

6© 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

© 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA 7

Self-Service Solutions you can use during those “Tight Budget” times, that will…

1) Reduce Operating Expense2) Increase Revenues3) Improve Customer Service

Self-Service Solutions you can use during those “Tight Budget” times, that will…

1) Reduce Operating Expense2) Increase Revenues3) Improve Customer Service

8© 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

Any application that can give, get or collect information

May complement Web Self-ServiceSometimes in a Call Center environmentSystem: Avaya Voice Portal

Each port equates to one 24*7 virtual agent Interfaces to telephone switch or network Application follows a preplanned script and expected outcome Understands caller input via touch tone or speech recognition Interacts with callers using Speech Recognition or Text-to-Speech Gets / puts data from and into an enterprise data base May transfer some callers to agents May transfer data about caller or collected on the call Generates logs and reports for managing

What is the simplest definition of Self-Service?

9© 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

Reduce most costs associated with serving callersProactive applications can increase revenueAll applications can increase caller satisfactionMany solutions are cross-industryOthers are industry specificSome solutions can be ‘packaged’Others must be unique for your enterprise

Who uses Self-Service to provide their customers 24 x 7 access to information they need?Just about any organization you can think of…

10© 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

Outage Reporting: Automate cable, utilities, or IT problems.

Hint: IT use can simplify getting the box in the door for other uses.

Use of other media– Out-faxing of forms improves speed, currency of forms used, decreases costs– Email and SMS messaging to reach lots of people quickly– Data collection for transcription concentrates interrupt-driven work– SIP trunking will allow pushing short “how to” videos to cell phones– CEBP will allow automated predetermined actions based upon observed

events (such as drop in grades generating parent-teacher conference.)

Example: Improve Customer Service

11© 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

Example: Generate Revenue…

Out calling: Fine China

Can call husband to offer a completer piece for wife’s birthday/anniversary.

Annual Christmas ornament order can confirm

grandchildren’s addresses using TTS, or send some

to the party location

CRM/CTI Call Routing (can be transparent)

Efficiency and accuracy of agent calls

Pay by Check or Credit card

24X7 ability to get paid: in and/or outbound

Avoid risk of agent access to financial info

12© 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

Example: Reduce Expense & Generate Revenue…

RX refills: Cook County Stroger Hospital: Cheaper calls, PLUS timely meds keep patients out of hospitals at County expense

Appt Reminders: Carilion-Trihealth-Riverside-Affinity etc.– From Doctor Appointment at $90.00 up to MRI at $1000.00

– PET Scan: $400. 00 - $500.00 cost to hospital

• Given costs and half life of radiological isotopes, appointments cannot be missed!

Call Ahead / Service Complete for HVAC service calls– Call ahead to confirm appointments (Saves $$$ in labor and gas)

– Service personnel call dispatch office at end of service call

– Collects homeowner caller ID and adds time stamp

– Use TTS to read next appt location: accuracy and dispatch svgs

– Avoid loss of services to Side Jobs.

Quality Survey: Call to access service levels– Services: Can also confirm and match dollars collected.

– Call Center: Can match with agent, low score can transfer to manager

– Medical: ID unhappy patients and avert malpractice suits

13© 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

We use Benchmarked Best-in-Class tools to identify Cost Justification

Monthly Justification

Monthly Revenues

Monthly Costs Savings

Monthly Total Investment Cost

$ Justification = ($ Revenue + $ Cost Savings) - $ Total Investment

Cost

14© 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

“… Bob, this is all great information, but where can this positively impact my organization?

Let’s figure it out… IT’S CONTEST TIME!

The challenge…– Each team will identify a business goal or problem and find the most affordable

solution to deliver a service, while positively impacting customer satisfaction.

Two rules…

RULE #1

– In your presentation, you must use TVEsm * discipline (next slide)

– TVE provides a framework for articulating solution benefits that provide…

Cost reduction, Positive Business impact, and Positive Strategic impact

RULE #2

– Be as creative as possible and have FUN!

* Intellectual property of Everest Partners LLP

15© 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

The Total Value Equation (TVE)

Actual cost reduction

• People

• Hardware

• Software

• Administration/operations

Indirect savings / effect

• Productivity and efficiency

• End-user satisfaction

• Short and near term objectives

Enterprise-wide effect

• Total revenue / expense

• Competitive positioning and growth

• Long range objectives (+24 months)

Financials

• Client current & forecasted expenses

• SG&A elements

• Impact of quality on cost

Measure Considerations

Influence on operational processes, end users, and unique revenue objectives

• Time/money/risk equations

• Efficiency – productivity equations

Influence on revenue, growth, and ROI

• Working capital and cash flow

• Investment strategy and payback

• Competitive positioning

16© 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

When you need application integration, remember 2 companies…

Messaging, Microsoft, V.P. Applications &

Host Db Integration Host Db Integration

17© 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

Accuvoice is…

A Platinum Avaya DevConnect – Avaya SPOC available for Top 9 of 3000 members

A Certified Women’s Business Entity

Awarded Top 4 Global Partner Projects for 2008 Avaya Global Kickoff

Winner 2008 SpeechTEK NLSR Awards

Unique Ongoing optimization support programs

Avaya preferred partner for Healthcare, Government and Education. Thousands of Self Service apps, for over 17 years

Nationwide presence