Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy

Avaya Contact Center Solutions for

IP Office

Ref: v2 Avaya Contact Center solutions for IP Office Business Partner Jan30th 2014

2Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy 2

Agenda Avaya midmarket

collaboration

Midmarket Contact Center Opportunity

Avaya Contact Center Solutions for IP Office

Partner Business Proposition

Tools for your Success

3Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy

Avaya IP OfficeA Simple, Powerful Midmarket Collaboration Solution

Virtualized software, dedicated server, or appliance

Supporting 2000 users with a full suite of UC, mobility and collaboration tools

4Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy

Avaya Midmarket Collaboration SolutionSimple, Powerful & Affordable

Security Networking

Mobility

UCVideo

Contact Center by DevConnect

5Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy

Avaya Midmarket Collaboration SolutionSimple, Powerful & Affordable

Security Networking

Mobility

UC

NEW!Contact Center

Feb 28thVideo

6Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy

Contact Center Opportunity for

Midmarket

7Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy

IP Office Contact Center Opportunity for 2014Segmented by agent seats

MZA, The Global Telecommunications Market, The World Contact Centre Market Forecast Volume, October 2013

Total Seats 1 to 30 seats 30 to 100 seats 1 to 100 seats0

500000

1000000

1500000

2000000

2500000

3000000

371,000 675,000 1,045,000

15%

28%

43%

2,400,000Total agent seats

8Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy 8

Selling the Construct Reduces # of CompetitorsIt’s a close race between Avaya and Cisco - Others Trail Behind

Cisco

AvayaNEC

PanasonicM

itel

Alcate

l L...

Siem

ens0%

5%

10%

15%

20%

25%

24.1%

15.4%

8.2%5.9% 5.7% 5.4% 5.2%

Call Control Midmarket Share by Worldwide Revenue

Q2 2013

1% of market share across the full solution construct* can potentially generate over $500M in incremental revenue

Call Control

Endpoints

CC & UC Apps

Networking

Services

Commercial Customer Spend

~$50 Billion

Source: Avaya Strategic Analysis and Market Intelligence Team, Avaya June 2013 Market Demand Forecast, Canalys 2Q2013 WW Call Control Report: Under 1000 segment captures excludes very large enterprise systems of 1000+

*Full Solution Construct = call control plus corresponding apps, video, devices, networking..)

9Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy

Customer Experience Has Evolved

9 of 109 of 10 consumers want

support while online

82%BUY MORE from

companies that make it easy to do business

73% Millennials will stop

doing business with a company after one bad

experience

50% say they constantly

change how they deal with organizations

% using channel to communicate with organizations

23%WEB CHAT59%

INTERNET SELF-SERVICE

77%PHONE

20%TWITTER,

FACEBOOK

64%STORE

10Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy 10

The Bottom Line

Midmarket represents a big opportunity

Segment has money and interested in UC and telephony

Looking to spend – technology that is vital to survival

Highest growth– Organizations with 250 - 2000 people or enterprise branch

Customer needs reside in 3 prime selling areas:– Collaboration (audio, video, web)

– Customer Interactions (multichannel CC)

– Mobility and BYOD (clients, security, management, accessibility)

Solution: IP Office Construct– 4 deployment models (S/W, Appliance, Virtual, Hybrid)

11Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy 11

Competing for the Midmarket

Cohesive, powerful single vendor pitch – from a market leader– Greater opportunities to compete in

midmarket contact center space

Install base is prime for upsell:

– 375,000 businesses use IP Office!

Increase constructs and average selling price

Simple to deploy at a highly competitive price

Market Leadership #1 in Contact Center ACD with

30.5% global market share1

Technology LeadershipAvaya Contact Center Solutions

consistently named a leader in the Gartner Magic Quadrant for the last 13 years2

Enterprise Leadership95% of all Fortune 500

companies are running Avaya Solutions Today.3

1. Gartner (Avaya External Use Market Share Summary - August 2013)2. Gartner MQ for CC; Avaya News release3. Business Analytics Company Revenue, Sales In/Sales Out SoldTo

Revenue (based on product revenue in the last 5 years and/or maintenance revenue in the last years.) and Fortune 500 List 2013

12Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy

Avaya Contact Center Solutions for

IP Office

13Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy

Contact Center Solutions for IP Office

Avaya Contact Center Solutions for IP Office extend Avaya innovation in customer experience management to midsize businesses, with the simplicity and value many of them require.

These solutions, optimized for use with IP Office software, enable blended multichannel capabilities that help improve customer experience to increase revenue, and agent efficiency to reduce cost.

Customer Value Proposition

14Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy

Avaya Contact Center Solutions for IP Office

Voice

Multi-channel

Integrated advanced

applications

Suite-based enterprise

features (HA, session mgmt.)

4005 25030 50 100

PrimaryCompetitors:ShoreTelVoxtron (BT)AltitudePresence

Primary Competitors:Genesys ExpressCisco UCCxAltitudePresenceHuawei

Primary Competitors:GenesysCiscoInteractive IntelligenceAltitude

Primary Competitors:Genesys ExpressCisco UCCxAltitudePresenceHuawei

Avaya Contact Center offers based on Avaya Aura

Avaya Aura Contact Center Suite for Midsize Enterprise (AACC-M)

Avaya Aura Call Center Elite for Midsize Enterprise (Elite-M)

Competitors: Cisco UCC-X

Interactive Intelligence CIC

Aspect

Shoretel

Genesys Express

Huawei

Shoretel

Etc.

Avaya Contact Center Select

GA June 24

Avaya IP Office Contact CenterGA Feb 28

Contact Center Solutions for IP Office

15Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy

Avaya IP Office Contact CenterPlanned GA

28th February

Supported in US, Canada, UK, Australia, New Zealand and India - English only in first release

16Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy

Scalable• 5 to 100 agents• Single site or across the enterprise

Powerful• Multichannel• Call recording for all agents/supervisors

Simple• Easy to install • Intuitive to use

Avaya IP Office Contact Center

17Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy

Avaya IP Office Contact Center is Multichannel

Co

nta

ct C

ente

r

Universal QueueEmail

Chat,Call Back

Voice

Customer / prospects Contact Center Resources

Media-specificSkills-based routing

andChannel prioritization

Contact Management

Agent Groups

Agents

ExternalDestination

Waiting Announcements

IVRAgents

18Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy 18

Avaya IP Office Contact CenterSimplicity

CollectCustomer data

InstallIPOCC Software

ImportCustomer data

CustomizeTo customer needs

Windows MSIAbout 2-3 h for 20 Agents

About 1 h for 20 Agents

Depends on requirements

Excel

19Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy 19

Any mix of voice, email, web chat– It’s how your customers customers wants

to do business!

Skills-based routing – Delivers optimum customer experience

Outbound campaigns - Preview & progressive dialling– Drive greater revenue, increase agent

efficiency

Email

Chat,Call Back

Voice

Supported in US, Canada, UK, Australia, New Zealand, India (English only)

IP Office Contact CenterPowerful features

20Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy 20

Real time & historical reports– email/web/voice transactions

Powerful, customizable agent desktop

– click to call, multichannel view etc

Call recording for every Agent and Supervisor– Improves agent performance,

eliminate conflicts

Built in IVR promotes self service

– Reduce agent handle time

Supported in US, Canada, UK, Australia, New Zealand, India (English only)

IP Office Contact CenterPowerful features

21Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy 21

Targets customers with up to 2000 employees, 5 to 100 agents

Single site or multiple locations across the enterprise – In the office

– Remote

Avaya IP Office Contact CenterScalable

22Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy

Single site5 to 30 agents

5 to 100 agentsUp to 32 locations

IP Office 500v2 R9.0.2

IP Office Server Edition R9.0.2 Multilocation

Partner provided serveror virtualized Runs IPOCC

Avaya IP Office Contact Center Solution Configuration

Application serverVMPRO/contact

recorder

Partner provided serveror virtualized Runs IPOCC

23Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy

Partner Business Proposition

24Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy 24

Why Sell Solutions?Partner Advantages

Expand the ways you engage with prospects and customers– Telephony, data networking/switches, security,

services, video conferencing, contact center

Increase constructs and average selling price– High margin applications and complimentary

products & services

Enhance your value to customers – Trusted advisor with comprehensive solution

– Provide customers with a richer, more powerful UC&C solution

Develop more opportunities for up-sell & service / maintenance contracts

25Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy

Up to 75% Increase in Revenue!Pitch the Full IP Office Construct

100-User IP Office 100-User IP Office Full Stack $-

$20

$40

$60

$80

$100

$120

Average Sale – Street Price

IP Office Security NetworkingVideo Contact Center

75%

In

crea

se!

Note: Example includes IP Office, Networking, Video Solution for IP Office, Security, Install, MaintenanceUS Pricing, Assumes Co-delivery IPOSS

(scale x 1,000)

$ =000

26Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy

100-User IP Office Full Stack 400-User IP Office Full Stack $- $50

$100 $150 $200 $250 $300 $350 $400 $450

Average Sale – Street Price

IP Office Security NetworkingVideo Contact Center

Reach for the Midmarket

260%

+

Incr

ease

!

(scale x 1,000)

Note: Example includes IP Office, Networking, Video Solution for IP Office, Security, Install, MaintenanceUS Pricing, Assumes Co-delivery IPOSS

$ =000

27Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy

Fewer Codes – Simple Configuration

IP Office Contact CenterDescription List Price

Base software (IP Office SE/500v2) $2184

Voice Agent license $649

Multichannel Agent license (add to voice agent license) $389

Supervisor license (includes voice and multi-channel) $1169

Less time designing the solution Doesn’t require high level engineering expertise Do budgetary designs on the fly

The impact to your business

28Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy 28

IPOSS for IP Office Contact Center

Additional revenue – Customize with your value add services

Cost reduction – Remote access improves resolution times,

reduces dispatches

– Multi-year support reduce renewal expenses

Layer onto existing IPOSS per-server pricing– 24x7 or 8x5, Co-Delivery or Wholesale, 1, 3, 5

year options

– Priced per agent/supervisor

Integrated into IPOSS quoting and ordering– Distributor and Avaya tools

IPOSS is Required for IP Office Contact Center Solutions

29Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy 29

IPOCC Per-agent Price Component: 1, 3, 5 year

 IPOSS 1-yr List Price

Voice Agent Multichannel Agent Supervisor AgentWholesale Co-Delivery Wholesale Co-Delivery Wholesale Co-Delivery

8x5 RTS $99.96 $75.00 $60.00 $45.00 $180.00 $135.00

24x7 RTS $125.04 $94.08 $75.00 $57.00 $225.00 $169.08

 IPOSS 3-yr Prepay List Price

Voice Agent Multichannel Agent Supervisor Agent

Wholesale Co-Delivery Wholesale Co-Delivery Wholesale Co-Delivery

8x5 RTS $279.00 $209.16 $167.40 $125.64 $502.20 $376.56

24x7 RTS $348.84 $262.44 $209.16 $159.12 $627.84 $471.60

 IPOSS 5-yr Prepay List Price

Voice Agent Multichannel Agent Supervisor Agent

Wholesale Co-Delivery Wholesale Co-Delivery Wholesale Co-Delivery

8x5 RTS $450.00 $337.80 $270.00 $202.80 $810.00 $607.80

24x7 RTS $562.80 $423.60 $337.80 $256.80 $1,012.80 $760.80

30Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy 30

Contact Center Solutions for IP Office Easy Add-on Partner Certification

Avaya Contact Center Solutions for IP Office degrees Sales – 3 hours or less

One person holding the APSS to sell either solution Design – 3 hours or less

One person for Avaya Contact Center Select Implement and Maintain – 1 ½ to 3 days

One person per solution; targeted list price $1920/course

APSSSales Training

(web-based)

APDS Pre-sales

Design Training (web-based)

ASPSImplementation /

Maintenance Training

Avaya IP Office Contact Center Yes –

Common Course

Not RequiredYes (targeted March

2014)

Avaya Contact Center Select

Yes (targeted April 2014) Yes (TBD)

Existing SMEC Training & Certifications Required (Sales- 2 - APSS, Implement -1 AIPS, & Maintain – 1 ACSS)

New

31Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy

Unique Avaya AttributesHelping to increase your margins

Control inventory costs

Train on one product line

Compelling road map

Single-vendor solution

Quick install

Off-line configuration

Margin rich, low cost support options

Services

Low upfront investment

Virtual training option

Full Stack demo kit choices

Start-up Costs

Whole Construct materials

Turnkey assets at reduced rates

Targeted promotions, programs

Global & local campaigns, events

Marketing

32Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy 32

What’s in it for You?Summary

Short Sales Cycle

Applications & Services

Faster to Implement

Easy to Get Trained

Better Margins

33Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy

Avaya Contact Center SelectPlanned GA

End June 2014

34Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy

Avaya Contact Center SelectAddressing sophisticated requirements

Target Customer: Up to 2000 employees and 30 to 250 agents

Derivative of Avaya Aura Contact Center (AACC)

Purpose built for the IP Office Platform

Integration to business process and 3rd party applications

Voice, email, web chat, SMS, and fax

Avaya-supplied server or partner supplied server, virtualized software

Sold and supported globally

Planned June

2014

Email

Chat,Call Back

Voice

Fax

SMS

35Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy

Positioning Avaya Contact Center Solutions for IP Office

Avaya IP Office Contact Center Avaya Contact Center SelectImportant to the business Mission Critical to the business

5 to 100 agents 30 to 250 agents

Simplicity Feature richness

Voice centric with multichannel Blended multichannel

English G-14

Position the right product first time Based on size and growth Requirements – now and future

36Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy

Avaya Contact Center Solutions for IP Office

Avaya IP Office Contact Center Avaya Contact Center Select

voice, email, web chat5-100 agents

voice, email, web chat, SMS, fax30 – 250 agents

Preview / progressive outbound callingLocal or remote agents

Skills-based routingSupervisors, reporting (real-time and historical), call recording

Database directed routing

English only G14 languages

Futures under consideration: Expanded localization Turnkey H/W Appliance SMS/Fax gateways

Futures under consideration: Advanced open interfaces Applications (POM, AEP, WFO) Social media integration High availability Enterprise management capabilities

POM=Proactive Outreach Manager, AEP=Avaya Experience Portal, WFO=Work Force Optimization

37Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy 37

Midmarket Avaya Contact Center Solutions Product Delivery Timeline Overview

1/28Avaya IP Office Contact CenterPress Release

2/28Avaya IP Office

Contact Center

GA

3/3OrderableASPS test

1/22APSS

Training

2/7APSS

Cert Test2/24

ASPSTraining

4/1ASPS Install Theory

4/29Avaya Contact

Center SolutionsLaunch

5/19ASPS

Lab

End June 2014Avaya Contact Center Select

GA

38Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy

Tools

39Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy

Your Resources

Available at announcementPartner pitch pack Customer deck Fact SheetFAQ and Q&A documentsProduct offer document

Check the Avaya sales portal for updates!

Available soon!

• Customer References

• Competitive Information

• Feature videos

• Use Case scenarios

• eBook

• Solution Guide updates

• Sales Playbook updates

40Avaya – Confidential & Proprietary  Use pursuant to your signed agreement or Avaya Policy

Summary Avaya Contact Center Solutions for IP Office

Contact Center is the fastest growing segment of is the midmarketBe a part of it!

Simplicity you expect - Built on the proven IP Office software platform

Cost effective capabilities to meet the growing demands of the midmarket