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AVAYA CLOUD SOLUTIONSDELIVERED BY BT WHOLESALE

SUMMARY SLIDES

22

Content

• Market and opportunity• The BTW Avaya Cloud Solutions foundation• Solutions opportunity• Key success elements• Commercial and delivery model• Engagement model

3

AVAYA CLOUD SOLUTIONSContact Centre and Unified CommunicationsEnterprise grade functionality, scalability and service

Because our Hosted Communications Services are embedded within our dedicated next-generation network, we offer built-in

quality of service, security and resilience. It has all the advantages of the cloud, only better…

“”

Avaya Cloud solutions is part of Hosted Communication Services

4

The market and driversEnd Customer Market:• Lack of systems

flexibility• Inability to respond to

new market needs• Reduce unexpected

costs• Constraints on capital• Increasing business risk• Reliance on scarce

skills• Concerns about

resilience and security

Channel Partner• Declining returns • Competition for

maintenance• Commoditisation of

support activity• Growth constraints• Constraints on

capital, risk and time

Cloud-based contact centre seats are expected to grow

at 24% compound annual growth rate from 2013 to 2016

DMG Consulting

56% of survey respondents currently use or plan to use collaboration through a software as a service (SaaS) deployment model Forrester

25% of surveyed companies utilise hosted services; of non-users,

47% are likely to use hosted services within the next 12 monthsFrost and Sullivan

Current market static/

declining

New Growth opportunities

5

The Enterprise market for hosted UC and Contact Centre is large and growing rapidly

On premise

Hos

ted

On premise Hosted

UK Contact Centre Market

UK Unified Communications Market

700K contact centre agents in the target segment

5m PBX/ UC seats in the target segment

2014 2015 2016 20170

20406080

100120140160

Hosted Contact Centre

Hosted market growth

2014 2015 2016 20170

500

1000

1500

2000

2500

3000

Hosted UC

Hosted market growth

2017

2017

Limited Ethernet penetration

Mid-Market & Enterprise• 8000 target

businesses• Enterprise SLA• Enterprise Reseller

Channel• Reseller

differentiation

Remote/ mobile workers access via

enterprise VPN

Market Segmentation

<250 >250Employees per customer

Net

wor

k A

cces

s

Bro

adba

nd

Ethe

rnet

SME• 4.8m target businesses

• SME service proposition

• Volume Reseller Channel

• Standardised bundled offer

The UK target market

Avaya Cloud Solutions service is built on an Ethernet platform for an

enterprise class e2e SLA

8,000 UK business & government

customers with >250 employees

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How do we bring this together for you?

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The BTW and Avaya Cloud Solutions Foundation

• Follows Avaya 2 tier distribution model• Aligned to Avaya Connect program• Supports service and commercial differentiation by Channel Partners

Designed for Channel Partners

• Based on Avaya Cloud Reference Architecture.• Avaya Aura® Enterprise feature set supporting UC and Contact Centre

capabilities• Always current – alignment with GA calendar

Avaya Cloud Reference Architecture

• Portal based ordering reduces order time to 30 minutes• Avaya Control Manager transforms MAC management• Avaya Aura® HA architecture and integration within BT strategic voice

platform delivers carrier grade security and resilience

Simplicity, Resilience and Security

• True utility model – not based on licenses• Unique charging model reduces user costs by >50%• Channel Partners can manage utilization to optimize margin

Transformational commercial model

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Avaya Cloud Solutions enables the partner value-add opportunity

Handsets/ ancillaries

Access Network

Network CPE

Inbound Services

CR Archive Storage

Applications (CRM,

PCI, etc.)Business Consultanc

y LAN Assessmen

tManaged Services

BTWAvaya Cloud

Services

Ethernet services

Inbound services

Avaya CPE

Outbound minutes

BTW service

Partners

3rd party solutions

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Commitment:

– Agree joint volume/ financial objectives and a joint plan to achieve

– Minimum spend per new customer: £500 per month

– Spend under this contract will count towards Channel Partner accreditation under the Avaya Connect partner program

– Contract Term: The later of 1 year from the contract date and the conclusion of the last services for your last End Customer

Skills & Capabilities:

– Compliance with the competency model and credentials requirements for the service

– Undertake mandatory training

Support

– Channel Partners must undertake 1st line helpdesk (handle all Severity 4 requests)

– Channel Partners must undertake customer MACDs

– Outsource to approved providers possible

ACS is a corporate cloud solution. Partner skills, capabilities, accreditation and commitment are key:

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The ACS 2-Tier Model empowers partners to commercially and functionally address the market

• Tailored proposition for the Mid Market, Enterprise & Gov’t

• Aligned to Avaya distribution

• Support from Avaya Hi-Touch teams

• Fully aligned with Avaya Connect program

Channel Partner

Channel Partner

End Customer

Avaya Distributor

End Customer

End Customer

Channel Partner

BTW Cloud Provider

Distributor

• Commercial model is based on PUPM charging fees through the channel to the end customer

• NO capex for the channel partner – minimal onboarding costs for end customer

• A complete utility model

• 12 month commitment per new end customer

• UC volumes - based on the number of provisioned users

• CC volumes - based on a unique Average High Watermark model – this is UNIQUE!

Hosted Channel End EndAvaya Partner Customers Users

PUPM£ £

PUPM£ £

1111

ACS will deliver a best in class customer experience, streamlining and reducing costs to provision and manage

• Ordering the service is initially via a simple CRF and from summer 2015 via an online portal• Ordering time is reduced to <30 minutes and can be undertaken by an administrator• Configuring and MACs is undertaken via Avaya Control Manager through a single web

interface• This releases scarce Avaya skilled practitioners to focus on revenue generating activities

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The Avaya Cloud Solutions service model assumes a material role for channel partners

On-board Service Provider

Customer requirements

capture

Pre-provision customer

Configure and enable customer

Hosted Avaya

break/fix

WAN/LAN break/fix

1st Line Triage

1st line Help Desk & MACs

BTW/Avaya responsibility

Service Provider responsibility

Provision

In-Life

NB: BTW will not accept

Severity 4 calls

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Our structured programme to bring partners on board is in place

Partner Operational readiness

Engage Partner Understand proposition

Enable partner Forecast and joint plan agreed

Contract signed

Accredited partner

Confirmed commitment

Training-Sales Proposition/ in-

depth

Training – Technical Sales Product training

Establishment BTW ACS and CPE

Operational enablement: Provision, configuration, 1st line

support, fault management, process, resources, contacts

Establishment and On-board BTW

Ethernet

Partner in-life and sales

CampaignsProvision and

on-board customers

Sales

Technical SalesUC & CC in detailNumberingCPE, Network & InfrastructureCTI InterfacesBilling & Reporting

SalesPropositionUSPPricing strategiesHow to complete customer solution

Avaya Control Manager (ACM) training

ACM Service Provider platformAdd & configure usersDelegate responsibilityReports

Establish partner ACSSubmitted CRF

Establish partner – Ethernet

Establishment and On-board

Inbound

Establish partner – Inbound

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Cloud transforms the opportunity value and Total Cost of Ownership

PSTN

Traditional Sale

Cloud Sale

Most elements usually out of scope PBX Sale ££

BTW Inbound

SIPT

Premises PBX

ACS

ISDN

Ethernet

Cloud Sale £££

CALLS: Inbound and outbound calls on IP can

be cheaper

CLOUD: Hosted solution can improve resilience and flexibility

Cloud solution cost includes hosting

ACCESS: Flat monthly price for Ethernet, no

more ISDN..

Premises LAN and phones, no more Premises PBX

Outbound calls

Inbound

Outbound calls

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