1© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

Avaya Global ServicesIntelligent Branch SolutionAvaya Global ServicesIntelligent Branch Solution

2© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

Standard Implementation Package includes local project management, solution analysis, design, testing, & installation

Full Implementation Package Standard plus assessments, station installation and placement, Remote Help Desk and after hours cutover support

Premium Implementation Package Full plus complex routing/networking, third-party vendor engagement, and more

FCE Feasibility and Planning reduces risk by measuring business benefits versus cost of an FCE solution up-front

IP Network Readiness Services ensures the LAN/WAN is capable of supporting IPT across all locations

Security Consulting & Hardening VoIP vulnerability assessment, application security & regulatory compliance

Planning & DesignPlanning & Design

Solution ImplementationSolution Implementation

Ongoing Solution SupportOngoing Solution Support

Software Support Plus Upgrades includes24x7 support and an upgrade subscription for 3 years

Hardware Maintenance provides proactive and preventive alarming and remote resolution

IP Support Services provides support for converged environments & proactive software updates

Managed Services ensures on-time, on-budget deployment & predictable communication application management costs

Services ContinuumCentralized Branch Model

3© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

Standard Implementation Package includes local project management, solution analysis, design, testing, & installation

Full Implementation Package Standard plus assessments, station installation and placement, Remote Help Desk and after hours cutover support

Premium Implementation Package Full plus complex routing/networking, third-party vendor engagement, and more

IP Network Readiness Services ensures the LAN/WAN is capable of supporting IPT across all locations

Security Consulting & Hardening VoIP vulnerability assessment, application security & regulatory compliance

Planning & DesignPlanning & Design

Solution ImplementationSolution Implementation

Ongoing Solution SupportOngoing Solution Support

Software Support Plus Upgrades includes24x7 support and an upgrade subscription for 3 years

Hardware Maintenance provides proactive and preventive alarming and remote resolution

Secure Access & Control enhances the security associated with remote services

Managed Services ensures on-time, on-budget deployment & predictable communication application management costs

Services ContinuumDistributed Branch Model

4© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

Specialist Connect for Retailers new software powers a unique “find the expert” feature from the Motorola CA50 VoIP-enabled scanner

Virtual Sales Assistant contact center agents as ‘virtual in-store’ sales reps through the use of Avaya IP Phones

Implementation Service Packages includes program management, network readiness & deployment

IP Network Readiness Services ensures the LAN/WAN is capable of supporting IPT across all locations

FCE Feasibility and Planning reduces risk by measuring business benefits versus cost of an FCE solution up-front

Planning & DesignPlanning & Design

Solution ImplementationSolution Implementation

Ongoing Solution SupportOngoing Solution Support

Software Support Plus Upgrades includes24x7 support and an upgrade subscription for 3 years

Hardware Maintenance provides proactive and preventive alarming and remote resolution

IP Support Services provides support for converged environments & proactive software updates

Managed Services ensures on-time, on-budget deployment & predictable communication application management costs

Services ContinuumRetail Store Solution

5© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

Standard Implementation Package includes local project management, solution analysis, design, testing, & installation

Full Implementation Package Standard plus assessments, station installation and placement, Remote Help Desk and after hours cutover support

Premium Implementation Package Full plus complex routing/networking, third-party vendor engagement, and more

IP Network Readiness Services ensures the LAN/WAN is capable of supporting IPT across all locations

FCE Feasibility and Planning reduces risk by measuring business benefits versus cost of an FCE solution up-front

Security Consulting & Hardening VoIP vulnerability assessment, application security & regulatory compliance

Planning & DesignPlanning & Design

Solution ImplementationSolution Implementation

Ongoing Solution SupportOngoing Solution Support

Software Support Plus Upgrades includes24x7 support and an upgrade subscription for 3 years

Hardware Maintenance provides proactive and preventive alarming and remote resolution

IP Support Services provides support for converged environments & proactive software updates

Managed Services ensures on-time, on-budget deployment & predictable communication application management costs

Services ContinuumBranch Banking Solution

6© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

Supports

FeasibilityStudy

Leads to Enables

Planning Implementation(Trial)

Implementation(Production)

FCE Service Chain A Clear Path to a Centralized Branch Solution

Assess the technical and financial feasibility

Plan for the required technology and operational changes

Validate and install the technical solution

7© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

Avaya CSI Branch Services Highlights

Program Management – Management of complex, multi-vendor technology solutions to ensure a successful deployment and reduce your client’s risk IP Network Readiness Assessment Sampling - Onsite readiness assessment (15 sites) to ensure that critical network elements will support deployment of an IP Telephony solution

Software Profile Creation - Standardized configurations to simplify user experience and ongoing administration

Staging - Software load & test that simulates parameters for the customer’s environment

Deployment - Capability and processes for consistent, high quality delivery of branch implementations

8© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

ProgramManager

Global Program Management Ensuring smooth and timely deployment

Accomplish consistency

& quality

Complete on time, on budget

delivery

Manage complex, multi-vendor integrations

Reduce cost & minimize risk

Enable global resource planning

& coordination

Improve the efficiency of ALL team members

Allow you to sleep at night

Focus on core business

9© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

Gartner predicts that enterprises that choose one-off solutions to each regulatory challenge or deadline they face will spend 10 times more on compliance projects than their counterparts that

view compliance initiatives in a more holistic perspective.

COMPLIANCE

For Communications

Sarbanes-OxleyFiscal accountability for all

public companies

USA PATRIOT ActCustomer documentation requirements to “know your customer”

Do-Not-CallFTC-managed list of consumers who do not want to be targeted by telemarketing calls.

CA SB 1386 Mandates public disclosure of

computer-security breaches for any California resident.

Health Insurance Portability and Accountability Act

(HIPAA)Right to carry insurance

between jobs; privacy of patient information

All records related to securities transactions to be

maintained for 3 years

SEC Rules 17a-3 and 17a-4

Gramm-Leach- Bliley Act (GLBA)

Privacy of financial information

Basel II Capital assessment and reporting standards for global banking

Source: Meta Group

Branch SecurityIndustry Driver: Regulatory Compliance

10© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

Avaya VoIPSecurity

Security Consulting

Vulnerability Assessment

Policy Review & Development

Secure Architecture & Design

Communications System Security

Security HardeningPBX

CMS

Intuity Audix

Map D

PBX Toll Fraud

11© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

System Management Branch Solution - Integrated Management Suite

Consult and design solution to tailored to their environment

Multi-site administration is a client-server based application providing centralized management for all branch offices

Provisioning and network management to simplify the deployment, configuration and ongoing maintenance of media gateways and converged devices

Knowledge transfer and workshops delivered by subject matter experts

Management

12© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

Support Options (NAR Only)

Single Point of Contact

Provides customers a single number to call regarding all operational support for technical faults across multiple Avaya applications

AgencyProvides centralized trouble reporting for network and facilities trouble resolution????

13© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

Software Support Plus UpgradesHighest Value Option for Ongoing Support

Saves customers 25-35%in upgrade costs alone

Upgrade Subscription

Upgrade Subscription

New Web-based tools

New Web-based tools

Ticketing, online ticket status, access to diagnostic tools used by Avaya engineers

24x7 Support of Applications for Major Troubles

24x7 Support of Applications for Major Troubles

Holistic support, access to updates, local in-language support

from 6,000 experts

Comprehensive Technical Tools

and Guides

Comprehensive Technical Tools

and Guides

Newly improved search engine, improved technical guide resources

Hardware Maintenance

Options

Hardware Maintenance

Options

Proactive support via EXPERT Systems; Spectrum of options for coverage

Access to Service Packs

Access to Service Packs

Bi-monthly Service Packs, highly tested, easy to track and implement, higher quality and security

Software SupportPlus Upgrades

14© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

Avaya EXPERT SystemsSM Diagnostic ToolsA Key Benefit for SelectingAvaya Hardware Maintenance Support

Unique in the Industry for its powerand effectiveness

Contains 30,000+ artificial intelligence algorithms that perform rapid diagnostics for identifying and resolving potential voice system issues before they cause outages or degrade performance

Maximizes uptime – 98% of system-generated alarms are resolved remotely

Backed by 28 Global Services Delivery Centers and more than 6,000 technical support professionals, EXPERT SystemsSM monitors 24x7x365, handling over 600,000 alarms per year

Customers experience 73% fewer major outages when remotely monitored by EXPERT Systems

“Business leaders tell us that while reducing operational expense is always a welcome benefit, the ultimate measure of value from maintenance support is ensuring total communications availability. Avaya’s combination of software and hardware support backed by EXPERT Systems represents a ‘Gold Standard of Protection’ in the industry.”

Bruce ClarkIntellicom Analytics

“Business leaders tell us that while reducing operational expense is always a welcome benefit, the ultimate measure of value from maintenance support is ensuring total communications availability. Avaya’s combination of software and hardware support backed by EXPERT Systems represents a ‘Gold Standard of Protection’ in the industry.”

Bruce ClarkIntellicom Analytics

15© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

IP Support Services for Communication Manager*

Proactive notification and implementation of

product updates for Avaya systems

Software Release Management

Proactive fault monitoring of the converged network

for voice and data

Proactive IPSupport

Adds Performance (QoS) Monitoring,

Performance Reporting, Technical Consulting, Agency

and Move/Add/Change

Remote Managed Services for IPT

Remote Support Services

for Communications Process Manager

Proactive monitoring and case

management of Communication

Process Manager solutions

Builds Upon

Product Support Options:

Full Coverage,Remote,

Remote + Parts

Software Support/Software

Support Plus Upgrades

Hardware MaintenanceTransitioning

To:

*IPSS not yet available for Avaya Distributed Office

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

Belgium

NetherlandsRussiaUK

Germany Hungary

AustriaSwitzerlandFrance

Spain Italy

Argentina

Brazil

Canada

ChelmsfordDenver

St. Pete

Mexico

Hong KongIndia

Singapore

Australia

Japan

China

Avaya Currently Supports: 20+M Avaya ports

380,000 multi-vendor PBX ports

3,000,000 voice mailboxes forservice providers

690,000 voice mailboxes for enterprises

97,000 multi-vendor voice mailboxes

140,000 multi-vendor routers,switches and servers

Global Delivery Support CentersProviding Best-in-Class 24x7 Support Remote Monitoring, Diagnostics, & Trouble Resolution

6000 services professionals, 28 combined network operations and technical support centers viaEXPERT SystemsSM watching over customers and supporting partners with round-the-clock support

6000 services professionals, 28 combined network operations and technical support centers viaEXPERT SystemsSM watching over customers and supporting partners with round-the-clock support

Milpitas

Columbia

Redmond

Coppell

17© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

End-to-End Managementof the Entire Communication Strategy

Consultative Approach through upfront assessment

Assist Retailers in transitioning their operations

Defined Solution Process:

– Reduces complexity & risk

– Flexible to meet changing business needs

– Provides measurable business benefits

People Process

Technology

CustomerValue

Value

Assurance

GMS Serviced& Solutions Engagement

Process

GMS Serviced& Solutions Engagement

Process

ManagedServices

AssessmentTransition Transformation Service

Delivery

EnterpriseMgmt &

Governance

ConvergedApplications

BusinessModel

18© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

Goals and Strategy

Process Analysis

Business Case

Organizational Impactsand Deployment Considerations

Network Assessment

Communication Inventory

Migration Path

Technology Roadmap

Service Component Recommendations

Staffing and Roles

Service Requirements

Customization

Communications Solution Assessment

BusinessView

BusinessView

TechnologyView

TechnologyView

ServicesView

ServicesView

Key drivers in the Enterprise must be aligned to realize the communication objectivesKey drivers in the Enterprise must be aligned to realize the communication objectives

19© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

Managed Services ValueManaged Services ValueReduced Complexity & Risk

Program & Vendor Management

Quality Assurance

Maximization of Technology Investments

Project Scope, Impact Analysis, Business Case and ROI

Single Point of Contactand Accountability for Avayaand Third-party Vendors

Global Governance

Eliminating Branch Pain Points

Large Complex IP Telephony Deployments

Large Complex IP Telephony Deployments

Large ComplexContact Center Solutions

Large ComplexContact Center Solutions

Messaging Base Migration and Account Up-sell

Messaging Base Migration and Account Up-sell

Distributed, multi-store with 2500 IP Endpoints or higher

Looking to leverage IP Telephony to:

– Enable new business applications

– Solve business problems

Total Contact Center suite management

Distributed, multi-locationwith 150 agents or higher

Customers overwhelmed by complexity of large complex contact centers

Large scale multi-store distributed deployments

Legacy migrations and enterprise platform consolidation

20© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

Back-up

21© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

What’s Different ?

Delivering High VolumeBranch Solutions

Created an entirely new internal processfor design, quote, order, implementation

Implemented a Master program/project schedule across all sites, key tasks, and roles

Replaced dozens of internal throw-catch handoffs with Pull-based workflow

Generates Automated notifications andalerts for pending and past due work

Provides project-specific and program-wide customer status dashboard Avaya has put in place

optimized processes for consistent, high quality delivery of high volumebranch implementations

22© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

Delivering High VolumeBranch Solutions (Cont’d)

Customer signature on PO/Order Formfor “batches” of sites

Master program Statement of Work ratherthan site-specific work

Tight integration between customer andAvaya program management

Dedicated program resources withcustomer-specific expertise and experience

Staging with software load & test thatsimulates parameters for thecustomer’s environment

What’s Different ?

Avaya has put in placethe processes for consistent, high quality delivery of high volume branch implementations